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Sears

United States

Consumer complaints and reviews about Sears

User923919 Send email
 
Mar 27, 2012

This will be the last time I EVER use Sear's “DECEPTIVE” Home Service

We needed to replace the walking belt on our tread mill from Sear's. I ordered the replacement belt from Sear's Parts and had it shipped directly to our residence. Once the order was completed, the individual that placed my order asked if I wanted to schedule an installation of the belt by a Sear's technician; I said sure.

At this time, I was connected another call center to set up the installation. The individual that I spoke to said it would be $90 to install the belt; she then corrected herself and said it would be $129. On the day the technician arrived, he charged me $190 for the install. I attempted to speak with the customer service supervisor/manager to resolve the matter. She told me that the individual that made the appointment for me should have not quoted me a price for the installation and that the technician charged for a "repair" instead of the installation. She would not correct or refund the $61 difference.

This will be the last time I EVER use Sear's “DECEPTIVE” Home Service-Never Again!
User460449 Send email
 
Mar 27, 2012

This will be the last time I EVER use Sear's “DECEPTIVE” Home Service

Dear Omidules,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. Please accept our apologies for the hassle & headache you've experienced with your treadmill repair appointment and our customer care team. This is definitely not the level of service we have long established, and we would like to speak with you more about this situation.
At your convenience, please contact my office via email at [email protected] so we can help. In the email, please provide a contact phone number and the phone number the treadmill 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 Omidules you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Senior Case Manager
Sears Social Media Support
User90996 Send email
 
Mar 27, 2012

Kenmore dishwasher

Hi Discouraged76225,

Please accept our sincere apologies for the disappointment and frustration you've encountered with your dishwasher. My name is Scott and I'm part of the Sears Cares Social Media Support Team. We came across your post here and wanted to establish contact with you. We understand how difficult it is to be without the appliances we have come to depend on. Sears does not manufacture the appliances we sell. Most appliances have a limited 1 year manufacturer's warranty, while others have warranties that can last for two or more years for parts. Beyond the manufacturer's warranty, Sears does have protection agreement warranties available for purchase, much like purchasing an extended automobile warranty. If an extended warranty is not purchased, parts & labor costs would be a customer's responsibility. We'd be happy to look into this for you and speak with you regarding your dishwasher. At your convenience, please contact our office via email at [email protected] and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number). Also, in your email, please provide your screen name (Discouraged76225) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,
Scott J.
Social Media Moderator
Sears Social Media Support
User460449 Send email
 
Mar 26, 2012

Wrong item shipped

Dear Deplis,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We sincerely apologize for the disappointment surrounding your online purchase. Third party vendors can best be viewed as separate retailers that lease selling space on Sears.com. We'd be happy to connect you with one of our dedicated case managers who can help you communicate and work with the vendor in question on a solution.

At your convenience, please contact our office via email at [email protected] 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 fireplace door 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 (Deplis) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Brian S.
Social Media Moderator
Sears Social Media Support
User923513 Send email
 
Mar 26, 2012

Kenmore dishwasher

This dishwasher was purchased new in 2007. Along with a built in microwave and stove. I have had nothing but problems with all three kenmore appliances. But the dishwasher in question, I have had to pay sears to come out and repair 4 times. And once again, it is not working properly. There is always a problem with sealers or the main switchboard or the hand/latch system. You name it! So the last time I had a problem with the dishwasher, approximately 1 1/2 yrs ago, I was urged by the Sears phone representative to purchase the lifetime protection warranty for an additional cost. So that if there were any problems in the future, at least I would not have to pay for them. I purchased the extra warranty at that time
So today I called to make yet another appointment, and the representative said that my warranty had expired. She stated that it was only good for one year and asked if I wanted to purchase another one. I attempted to explain to her that I had purchased a lifetime warranty, and she stated that the option doesn't exist. So basically, the other sales person lied to me!!!
I am a single mother of 3 children under the age of 7. I expect just as anyone else should, that when I buy a sears appliance it should:
A. Work for more than 2 yrs without encountering problems
B. Sears support should back up their products ( or don't sell such poorly manufactured ones)
C. Not send sales reps to rip off their customers.
User917730 Send email
 
Mar 26, 2012

Kenmore dishwasher

"B. Sears support should back up their products ( or don't sell such poorly manufactured ones)"

They do through warranties.

"C. Not send sales reps to rip off their customers."

Whatever you think you were told is superseded by what you actually signed.
User923436 Send email
 
Mar 25, 2012

Wrong item shipped

Was told by catalog order dept. 866-349-4358 if item not right take to any Sears store for credit. Waterford, CT store refused to take item: fireplace door/screen back. I want a full credit of $399.27 plus the cost of returning item back to bj's for $37.20. Sears bought the item from BJs who in turn bought it from Shopzeus.

I have written and spoke to Sears headquarters in Hoffman Estates, IL and they will not do anything but issue me a credit of only $308.78 to my Sears card. This amount in not acceptable..

I want the $399.27 plus the return shipping costs of $37.20.
User917730 Send email
 
Mar 25, 2012

Wrong item shipped

Absolve yourself of your ignorance and consult their return policy that you agreed to.
User705213 Send email
 
Mar 25, 2012

Wrong item shipped

The return policy clearly states that ONLY Sears items will be accepted at Sears stores for return. 3rd party orders, like yours, get returned by shipping to the online retailer. READ the policy again.
Anti-SEO Send email
 
Mar 22, 2012

Absolutely pathetic all the way around

Yet another self-entitled prick who thinks all services should be free.
Kialed Send email
 
Mar 22, 2012

Absolutely pathetic all the way around

Reserved service for Sears between 1-5 p.m. Tech calls at 4:20 to say he would be an hour. He shows up and, based solely on what I tell him, says 'it looks like it is the control board' for the oven. He didn't remove any panels and used only the same information I had given to Sears Online when I requested the service. He was at my home less than 10 minutes and demanded $70, yet he did absolutely nothing. He said he didn't have the part needed and it would be two weeks before I could get scheduled again.

The thing is, again, he used the same information I gave Sears when I made the service request to make his 'diagnosis'. I refused to pay him $70 for ten minutes of standing in my kitchen. I called Sears and they said that I had to pay since the man drove to my home. I asked for a supervisor and received Necie, a supposed Case Manager who should be good at dealing with complaints and resolving them. However, she told me that the tech couldn't have known what the problem was and that I owed the $70 for him to come to my home. When I said I wouldn't pay for a service that was NOT provided, she sarcastically informed me that I could take that issue up with the collections office when they start calling me!

I cannot believe the pathetic service that Sears has begun providing. I have always bought from Sears, but this has ruined me from any inclination of dealing with them again! Absolutely pathetic all the way around!
SearsCare Send email
 
Mar 22, 2012

Absolutely pathetic all the way around

Hi Kialed,

We're terribly sorry to learn that you recent Sears repair appointment was such an unpleasant and disappointing experience. My name is Scott and I'm with the Sears Executive Social Media Support Team. We came across your post here and wanted to make contact with you. No matter the platform, Sears' goal is always to exceed our customer's expectations. It's clear we have let you down. We'd like to follow up with you and address your concerns. At your convenience, please contact our office via email at [email protected] and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the oven was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Kialed) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,
Scott J.
Social Media Moderator
Sears Social Media Support
Balider Send email
 
Mar 22, 2012

Stay away from their horrible service

I brought my truck in to have a tire replaced that was under warranty. I am still waiting and it has been over an hour. They have not even brought my truck into the bay. Are they busy? Does not appear so! There are about 4 guys watching a 5th play with some fancy rims and stereo on some other car. Two other guys are dancing around in the auto bay. Meanwhile, I am sitting here on the most uncomfortable chairs waiting.
SearsCare Send email
 
Mar 22, 2012

Stay away from their horrible service

Hi Balider,

I'm Scott, and I'm a member of the Sears Cares Social Media Support Team. We found your post here and wanted to reach out to you. Please accept our apologies for the delay and aggravation you've experienced with one of our auto centers. We do value our customer's time and know how important our vehicles are. We'd like to help address your concerns regarding the auto center. At your convenience, please contact our office via email at [email protected] and a dedicated case manager will contact you directly. In the email, please provide a contact phone number. Also, in your email, please provide your screen name (Balider) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

Thank you,
Scott J.
Sears Cares Social Media Support
ROBERT JOHNSEN Send email
 
Mar 11, 2012

Poor incompetent and uncaring service

Dear Mr. Johnson,
This is to inform you that I intend to limit all my future purchases with Sears to a must buy policy for parts on previously bought items. I feel insulted by the manner in which your online representative (IMRAN) handled a problem that I had with an internet purchase I made yesterday (3/10/12). Shortly after submitting my purchase order and on the same day, I sent an e-mail stating my error and requesting help in correcting such. I received an e-mail from Imran stating I sent the wrong promo. I did. I typed save $15 and I corrected this by sending another e-mail with SAVE 15. Imran sent me another e-mail on today 3/11/12 stating the promo had expired. It had. Yesterday, when I made the purchase and sent the first e-mail, it was still in effect and expired today. The $15 is not the big issue here. I can absorb that with a smile on my face. But, I refuse to accept being treated in such a manner. I realize that I am only one customer and a big corporation like Sears could care less about losing my business. From what I see on this site, I am not alone and I'm absolutely sure there are many others that feel likewise but are absent here. One plus one = two; plus one = three; ect. ect... Please encourage your company to clean up it's act. From one who used to praise Sears.
El Castor Send email
 
Mar 9, 2012

Pre Ordered Mass Effect 3

I preordered a copy of mass effect 3 collectors edition on feb, 25th. It is now March 9th, the game came out on the 6th, and I have not recieved it. Not only that, but i Have contacted customer service numerous times, the order is still "processing", and as it turns out they do not have it in stock yet.

This is extremely irresponsible for a business to allow preorders and not even have the product in stock days afterwords. I am completely dissatisfied with Sears.
Wifi8827 Send email
 
Mar 9, 2012

Pre Ordered Mass Effect 3

why pre-order it when you could've just went to a different store and got it that day. Every store in my area had plenty of copies, and still do today.
Searssux Send email
 
Mar 8, 2012

Front end washer

I purchased all new Sears Kenmore appliances spending thousands of dollars from late 2008 until early 2009 and have nothing but isses with each of them from day one.
The biggest issue by far has been the front end washer we purchased in 2008. From the moment we had it delivered and installed it made a loud clunking noise and the clothes just never seemed very clean. I called out service and they said it was "normal" to make a loud noise when it was cycling the water? I figured they knew best because they are the paid professionals. This went on until one day in April 2010 our basement floor was covered in water, I thought I had a pipe burst but, it was the washer.
Then October 2011 the machine stopped working all together. It would fill with water and leak all over but wouldn't spin for a wash cycle let alone a spin cycle leaving me with an unwashed, drenched blanket. I was so upset I immediatley went online. To my surprise, I wasn't the only one with this issue. There were thousands of complaints dating from before I even purchased my set. So, I wondered at that point, why? Why if there were so many manufacturer issues did Sears continue to sell these Kenmore lemons? Why not pull the product until it was no longer a concern and recall the lemons that they sold previously? So, in my frustartion I called Sears repair who tell me because my machine is out of warranty all they can do is set up repair for me to have to pay for out of pocket. I proceed to call customer service and talk to Dave who tells me that due to my machine being out of warranty there was not much he could do however, he had a few options available.
Option #1- He advised me to call there warranty department and purchase an extended warranty. He advised I do not tell them I am having issues of course and then to call and set up an appointment with repair after the extended warranty is purchased. (Isn't that fraud?)
Option #2- A 10% discount up to $100.00 towards the purchase of a new machine which he assured me they have worked all the bugs out of by now (Um no thanks)
Option #3- A $50.00 credit towards the repair of the unit (keep in mind it can cost up to 800.00 for repair depending on damage)

At this point I am beyond upset, I am disgusted and insulted that Sears would after all the years they have been around even suggest such things. I would love to get the publics attention on this and am filing complaints with the BBB and Attorney General.
This is an outrage to say the least. PLEASE DO NOT PURCHASE ANY SEARS KENMORE APPLIANCES THEY ALL HAVE ISSUES!
SearsCare Send email
 
Mar 8, 2012

Front end washer

Dear Searssux,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We're indeed sorry to hear your washer is causing some trouble, and has let you down. It's definitely not easy being without a washer now days. At your convenience, please contact my office via email at [email protected] so we can help. In the email, please provide a contact phone number and the phone number the front load washer 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 Searssux you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Senior Case Manager
Sears Social Media Support
SearsCare Send email
 
Mar 5, 2012

I will definitely never use Sears Home Service for any reason

Dear Brynnblunt,

My name is Brian and I’m part of the Sears Cares Escalations team. I saw this comment and I wanted to reach out to you to see if we could be of assistance. Please accept our apologies for the hassle & headache you've experienced with your washer repair appointment and our customer care team. I certainly understand your disappointment with the technician arriving without the washer part(s) you stated you needed for the repair. At your convenience, please contact my office via email at [email protected] so we can help. In the email, please provide a contact phone number and the phone number the washer 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 Brynnblunt you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Neariomel Send email
 
Mar 2, 2012

I will definitely never use Sears Home Service for any reason

On 6/1/10, Tuesday, I called for service because my washer was leaking again.

My complaint is that I felt that the washer's leaking hose problem is the same problem I called about previously, on 3/18 and which should have been discovered during the 3/26 visit while the washer was still under warranty (which expied on 4/1/10). I feel that I should be refunded for the service and labor charges.

This complaint about Sears Home Service is valid and still on-going; it's much too long and exasperating to detail here. I just want everyone out there to know that these folks have such abysmal customer service. There were way too many people handling this complaint. Not counting the 3 different people I spoke with during the problem with scheduling the return visit, there were at least 12 personnel from various departments, 6 of them from Customer Solutions alone! I have had to re-state my complaint too many times. The billing dispute form isn't even accurate in describing my complaint. There is a tremendous lack of cohesion within the Customer Solutions department in Hoffman Estates, Il., as well as at the Chesapeake Service District in Glen Burnie, MD. I will never again shop at Sears or Kmart and will definitely never use Sears Home Service for any reason.
Brynnblunt Send email
 
Mar 2, 2012

I will definitely never use Sears Home Service for any reason

3/3/2012
called Sears on Mar1; advised them of the problem I have w/my washer...they were given the make and style of the appliance. Advised Sears I had another company come out and look at the appliance and what the issue was. It needed a timer. Made the appointment service guy came out as scheduled ; but no part. Now I have to wait another 6 days for the repair. Calling Chesapeake Service District in Glen Burnie Md; I've been on hold for 25 mins; and as I type ; i am 20mins on hold awaiting a Supervisor.
I agree with other customers. Sears needs to look at it's customer service base or lack of it. Should I get this washer repaired; I WILL NEVER USE SEARS again, let alone KMART.
Dadiko Send email
 
Mar 2, 2012

Fraudulent amounts added to account balance

On 03/10/11 Sears Credit Cards deducted an unauthorized amount of $850.00 from my checking account, as opposed to deducting the authorized amount of $35.00. After discovering this unauthorized deduction, I filed a fraudulent claim with Horizon bank against Sears. Sears deposited $815.41 into my checking account on 03/18/11, On 03/15/11, Sears made a second unauthorized deduction from my account in the amount of $850.41. Per my Sears account recordings and statements, my account balance was $1850.00. I was told by Cynthia, Bob, and many others that I was charged this amount because Sears deposited two amounts of $850.41 into my checking account. I attempted to rectify this stressful situation via telephone conversations and faxed bank statements, reflecting their inaccuracies, to no avail. I am requesting that my Sears credit account reflect the accurate balance of approximately $550.00, and that all fees, charges, and credit report information be corrected and/or refunded.

I am requesting that a written apology and monies be given to me for the unnecessary frustration, stress, and financial hardship that I endured as a result of Sear's fraudulent business practices. If my request are not honored, I will seek legal representation and contact several News stations.
SearsCare Send email
 
Mar 2, 2012

Fraudulent amounts added to account balance

Dear Dadiko,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We do understand how important your money is, and would like to apologize for the huge inconvenience this has caused you. We can help get you in touch with a supervisor with CitiBank if you'd like. At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number, and we will call you directly. Also, in your email, please provide the screen name Dadiko you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
SearsCare Send email
 
Feb 28, 2012

Avoid this place at all costs

Dear Kepluke,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help. We are truly sorry to hear of all the trouble you have encountered with the purchase of your eye glasses, and the poor service you received at the optical department. I can certainly understand how difficult everyday activities are without the proper eye wear. At your convenience, please contact my office via email at [email protected] so we can help. In the email, please provide a contact phone number and the phone number the eye glasses were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Kepluke you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Brian S.
Senior Case Manager
Sears Social Media Support

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