If you google Sears Sucks, you’ll get 390,000 results. I’m hardly breaking new ground here. What I’d like to do is tell you why I think Sears sucks, give you an opportunity to vent your spleen about Sears, and hopefully convince a few people to shop elsewhere.
Sears Sucks 
October 13, 2007 at 2:17 pm |
Sears DOES suck.
I just hung up with them, this is the 4th time that they are NOT showing up to fix my new refrigerator.
I live in the 5th largest city in the USA. The Fridge repair guy has called in sick twice. I’ve been without a fridge for over a week. The Fridge repair guy showed up, said he didn’t have the parts to fix the damned thing, and left. Said the repair was under warranty.
I have 5 boxes of parts sitting here, they were sent via 2 day delivery. The repair guy has not come back, and many calls to Sears only result in a rescheduling of the guy who never shows up. It’s like they have one repair guy on the whole East Coast.
I’ve missed 3 days of work waiting for Sears, and now they want to reschedule again after he called in sick this morning.
My advise: Don’t buy anything, not even a shirt, from Sears.
November 7, 2009 at 2:51 pm |
he did not call in sick. i can guarantee that. i worked for those jackals for over 4 years. what happened was they overbooked him. then they called you and lied about it. do not ever shop at sears. they really are a bunch of jackals.
March 21, 2012 at 4:36 pm |
My son is desperately trying to find another job because of Sear’s twisted management methods. They harass and criticize him every day for not being productive enough, even though he works 10-14 hour shifts, often 6 days a week. He gets written up constantly, including if he doesn’t take breaks, even though they are the ones that make it impossible for him to take lunch and rest breaks. I found this site while searching for news about a repairman at Sears that recently shot his wife and kids. My son didn’t know if it was just a rumor or not. I couldn’t find anything so far but I can easily imagine Sears driving their guys to the point of insanity.
September 19, 2014 at 9:13 pm |
Sears does suck. In every way. I was a customer and I used to work there as a teen during the holidays. The way management treated us was horrible. It was one of my first jobs and I will never forget how disrespected I was and talked to like a child. The problem is, that it is an old store that appeals to older people from a different time, Sears chooses bipolar people to be managers and oversee employees, but instead of supporting you, they boss you around in front of customers, and mistreat you. They don’t train their employees well enough before they throw them out on the register. As a customer, I only bought clothes that where conservative for work-like if you need some slacks, tights, (who still wears those), and socks, but their clothes are really old-fashioned, a mess, When you ask for help it takes a million years for someone to come. I have not been there since I stopped working there-as a teen so it’s been a long time. When I saw first hand how the treated their employees, I stopped working and shopping there.
September 20, 2014 at 2:25 pm |
According to Cramer (Mad Money on CNN), Sears is essentially a dead entity. The only value lies in the land the stores are built on. All those lousy sales associates and managers will soon be searching for a job.
January 10, 2008 at 1:20 pm |
i have a microwave oven that i am on a month waiting for the right parts i had a guy here yesterday and only 1 part was here so he left about an hour after he left the other one came so they said he would be here at 3:30 so at 4:00 i called and an hour later was told the guy said he left the area because i was mad already and the parts wouldn’t fix it anyway so they said they would be back on tuesday. another day off work for the repair that i’m sure will not work and they can’t schule it for when i can be home
January 16, 2008 at 11:41 pm |
My parents purchased a very nice Sony TV ($750) from SEARS 2 years ago and my father who has never purchased an extended warranty did just that. A couple weeks before Christmas 07 the TV crashed, after numerous visits and reordering of parts they decided to give them credit towards a new TV which of course was considerably more than the credit…..wanted $60 to deliver and would not hook up the tv, just plug in. They will pick up the TV in 10 days! So 6 weeks without a TV, horrible service, a useless extended warranty and they still have to be connected with Sears with the new TV!!!! SEARS DOES SUCK!!!!
March 11, 2010 at 3:50 am |
THEY NOW DELIVER THE TV AND INSTALL IT FREE OF CHARGE.
CHECK PROTECTION AGREEMENT ON SEARS WEB SITE
NOT SURE IF THAT WAS THE CASE JAN 2008
January 17, 2008 at 4:42 pm |
Do a good job at Sears and they will cut your pay … slaes are up but my pay has been cut twice in a year … it is now 1/2 of what I got when I was hired … $4 an hour sucks!
March 22, 2010 at 12:52 am |
You are lying. You either were demoted from a Lead/Manager to a lower position or you don’t work at Sears and are just trolling for negativity.
October 29, 2010 at 12:49 pm |
Jacob, U sucks Sears weener
April 20, 2011 at 12:25 am |
jacob you dick you have no idea. raf’s right.
May 27, 2011 at 1:02 am |
Jacob,
They are constantly restructuring pay scale, my shecks got smaller and smaller. It’s no lie. Sears is finding ways to nickel and dime both the customer and the employee. If you have a good year themanagers steer commissioned work away from you. Why, because they feel more important to exercise arbitrary power over you than to make the business run. The managers are childish, arogant who onstant rewrite the rule book as they go along. I worked for them for 4 years and went through 3 managers, why? because they’re playing boss, not being boss. No leadership skills, no common sense, no hands on experience at what they are supposed to be managing.
June 1, 2011 at 8:14 pm |
Jacob,
have you worked for them in the last couple of years. if not you don’t have any idea what they are going through my spouse was a subcontractor. they have cut his pay 3 times. then they fired him for asking for more money to risk his life for a job. and all the other concrators turned the job down. Sears screws the employees like they do their costumers. they don’t care it’s more money in their pocket.
January 25, 2008 at 9:21 pm |
I have shopped there (Cedar Rapids, Iowa) 40 years and now will never do so again. Belt broke on my snow thrower. Store has none (a common replacement part that should be there vs. an engine connecting rod which I can understand has to be ordered). Interesting at my store they have a hundred spools of weedwacker line apparently just in case but absolutely no snow thrower parts for the season. No wonder they are hurting. Can’t believe anyone would still have stock in them with their business model. Also NEVER order stuff on line because you can’t cancel order even a second after you place it.
March 22, 2010 at 12:54 am |
“Also NEVER order stuff on line because you can’t cancel order even a second after you place it.”
Completely not true. You can cancel your order at any time.
March 25, 2010 at 5:26 am |
Jacob sounds like an employee trying to save face.
Get a job elesewhere.
May 2, 2011 at 5:45 am |
Jacob is full of shit. Just placed an order for some shoes tonight. 1/2hr. later I was looking at some comments about the same model on amazon,and it turned out Reebok misled customers with the description of the cushioning system in the sole. Tried to have Sears cancel it. First lady said the order was already processed and couldn’t cancel. Called a second number from their Return Policy Page, that guy said he could’nt find the order because it had’nt been processed yet;there was nothing to cancel. Called a third number from the same RPP, this lady said I could return them to my local store after I recieved them. Got my order confirmation email from sears sayin they did’nt have it in stock and they would have to check stores to see if they could find them there. If the item could not be located they will send me a number of a “Personal Shopper” who will help me chose a similar item.
WHAT A CROCK OF SHIT!
1. Misleading advertisement.
2. Processed an order for an item they don’t have.
3. Would not cancel 1/2hr. after being placed.
Now I’ll probably have to wait for a month to get a resolution to this matter while sears holds on to my $107.
SEARS DOES SUCK!!!! – never again…
January 20, 2016 at 2:11 am |
That’s right everything they sale is garbage I’m a delivery driver for sears I deliver all appliances and tredmills ex and mattress then where all back in a week picking it all back up because the mattresses sinks in just pure fucking garbage and the bad thing is a bought the delivery part of it they only give us twenty min to install everything and that’s taking out all the old appliances as well and the fucking tredmills they only give you 25 min to put them to gather and what piss me off is they charge 150 dollars for it to be put together on top of the delivery and we don’t get paid for it it’s like the fucking salesmen just setting back and living the fucking high life well let me tell you we want be putting anymore together no fucking more fuck sears and all the lying fucking promise in sales people fuck you all I can say to the people don’t ever buy your appliances at sears it’s all fucking garbage all the Kenmore are from Mexico and China they buy all the 28 29 31 33 cube stainless steel refrigerator for $100 then turn around and sell them for 3400 that’s fucking sorry as hell the hell with sears
May 2, 2011 at 10:25 pm |
Dear Chris,
I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your online order. From your post I can see that this has been a source of great frustration for you and we would very much like to assist. Sears prides itself on making sure our valued customers are satisfied with our services and it appears we have not met that goal here.
My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at smsupport@searshc.com 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 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 (Chris) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
February 4, 2012 at 4:25 am |
Jacob, go suck a dick. If you knew shit about Sears then you would know it fucking blows. I have worked there for 4 years now and thank god I am graduating from school and getting out of this shit hole. Like everyone has mentioned a thousand times, they have cut commission rates like you have no idea. Also, we are understaffed and asked to do many things that are not in the job description. Oh, and good luck selling products to customers when the stock system is off 50% of the time.
November 14, 2013 at 11:07 pm |
ed, i am a commission salesperson who is made to cashier in the area cash wraps, and even told to clean the restroom, to which i said hell no. i have been with sears for 37 years and watched a great company and a great place to work go to hell in a hand basket. going to work feels like going to hell.
July 30, 2014 at 10:21 pm |
Worked at sears for a year. There are some good things about it, but, mostly shit. They take commission away and barely even bother paying me as an employee. I work hard at sears and have many more duties than most places. They expect unrealistic sales quotas. As soon as I graduate college in a year I am gone! Also orders cannot be cancelled in regards to the last comments.
August 28, 2017 at 11:28 pm |
People who work for or shop at Sears have no one to blame but themselves. However, my reply has to do with your language. Perhaps you should think seriously about staying there. It may be you are at your employment zenith.
August 1, 2012 at 4:00 pm |
In reply to Jacob, you’re 100% wrong. I couldn’t cancel an order online. Tried calling, they said the same thing. Absolutely NO order cancelling.
In reply to “Sears Cares”, let me tell you how this works. The email he posted is meant to be used only by someone that they replied to on social media. In short, they search the web for people talking poorly about Sears on social media sites and post a reponse, asking for you to contact them directly. For others reading the post, you are supposed to assume that Sears really cares and took care of the problem that was posted about.
I didn’t post poorly about Sears first. I just did a search and found this email address. I sent an email telling them about the complete lack of customer service by Sears. They said “In checking our records, we do not show an interaction with you on our Social Media platforms.” but they’d be happy to help. I replied that if they’d prefer, I can sure post bad things about Sears first. I’ve got plenty bad things to say about Sears. She said, “No, I can help you.” She then proceeded to attempt the things I first requested Sears to do the day before. She completely failed.
Cancel an order? You can’t do that, but we tell you that on our website. Yes, you do, AFTER the order is placed. Call support, they say they can’t cancel it and I can’t request an RMA because it hasn’t shipped yet. Request manager. Manager says the same thing. Send email to smsupport@searshc.com. She sounds very concerned that this wasn’t taken care of. It’s now been over a week and still haven’t been refunded the price for the part, haven’t received the part and their system says it’s never been shipped.
Sears, do you want to know why you’re going bankrupt? Listen to your customers and you might get a clue.
October 8, 2012 at 4:41 pm |
You can NOT cancel an order on Sears.com even the moment after you placed it. Even when Sears.com makes a mistake it is the customer’s problem. Sears.com employess–even the supervisors, apparently are given no authority to use reason and discretion to resolve an issue EVEN WHEN Sears acknowledges that THEY made the mistake. What a bizaare approach to business. Does it even enter anyone’s mind at Sears to take notice how Staples and Amazon are so successful? ( Hint: it spelled c-u-s-t-o-m-e-r s-e-r-v-i-#-#)
Guess the last two letters and you win the chance to not go out-of-business.
February 26, 2008 at 3:26 am |
Terrible, terrible service. Had to wait almost 3 weeks for someone to come out to fix our completely inoperable dishwasher. (Despite the fact that we, so, so foolishly, paid for the fancy master protection agreement.) When the guy finally showed, he claimed we didn’t have a warranty, and wouldn’t take his customer service rep’s word for it. He almost left before they were able to somehow feed the information to him. The kicker: He’s actually a washer/dryer guy, and had NO PARTS for dishwashers in his van (despite the fact he’d been filling in as a dishwasher guy for almost a month). Fortunately, he was able to fix it with parts he had in his van. I will never, ever buy from them again.
March 22, 2010 at 12:58 am |
Sears sells Tens of Thousands of appliances. For your mind to be so meager as to think that he could possibly have a replacement part for every single model of washer, drier, refrigerator, freezer, water heater, microwave….etc, inside his van is astounding.
August 2, 2010 at 3:55 pm |
Sears product quality and service have taken such a nosedive in the last ten years that I doubt I will ever purchase another product from them. Anyone who defends their Kenmore product line is either on their payroll or a certified idiot. I bought two Kenmore refrigerators last year, and the first one was DOA and took three weeks to get replaced. The second one ran until today, when I went to take some water out of it and found it was nice and worm. Like 60 degrees warm. I called for a service appointment, and they said the best they could do was two weeks from now, and of course it’s just past the one year warranty, so it’s out of my pocket, I took the trouble to remove the freezer compartment back panel, and found the coils completely frozen over, usually indicating a defrost problem. I’d bet any money that the “technician” that arrives will not have the necessary parts, and it will take at least another two weeks to get here, but since they no longer sell this model, may not be available any longer. At this point, I’m planning on having to replace this piece of crap, and if they were selling the Kenmore equivalent today for a dollar, I wouldn’t buy it, because the spoiled food costs would negate any value quickly. As far as I’m concerned, they richly deserve to go out of business, and I will tell everyone who asks, and everyone I know, that Sears Kenmore products are shoddy pieces of crap that should be outlawed on the basis of consumer fraud alone, to say nothing of the fire hazards from units like their Kenmore Elites that have the light stay on with the door closed until it melts the housing and cooks the food inside. Piece of garbage!
August 6, 2010 at 3:17 pm |
Sears sucks, and yes they should have the parts–open your pathetic meager mind–if you are requesting service on a SPECIFIC appliance. Really tough concept here, Jassob, did you get it?
February 27, 2008 at 12:30 am |
i work for sears in customer service for installations and deliveries.
you people dont realize how many other people sears services. its easy to go with the biggest appliance company in the US, and the only one you know of. it takes alot more to reseaerch the companies policies before buying. just because your parents got great service 20 years ago from sears, back when we serviced thousands instead of millions, before sears was bought by a failing retail chain. yeah i agree with you, sears sucks, but its your responsibility to make smart decisions about how you spend your money, and not just going with the most convenient company for you to locate since its at the mall.
there are way more deliveries being made everyday than any of you realize. if you choose to go with the busiest company you may want to rethink expecting the same service youd get from a company that has the time to accomidate your drama and your schedules.
the thing is, sears has so many customers now, you people are over whelming us, that it really makes no difference if we lose your business because you had to wait too long. it costs more money to accomidate your demands than it does to let you go and find another retailer. thats why we dont even care about you and never will.
January 27, 2010 at 11:25 pm |
Was the largest….and failing. If they dont need anymore business then why do they advertise? As always its all about the sale and not the customer. Everything they sell is great! According to them! Work to solve the problems instead of adding to them you dumb ass!
January 30, 2010 at 11:13 pm |
If you are going to offer service plans, you need to provide the service. How would you like to buy a new car then have it break down and it take 3 months to repair and while you are making payments.
March 30, 2010 at 5:55 pm |
I work for sears, I know that we have a lot of problems when it comes to our customer service, any large retail chain does. What nic says is completely untrue. We care very much about our customers. But I can tell you by experience that customers are the hardest people to deal with. When you have some idiot crying because her dishwasher broke and she does not know how she is going to wash her baby’s bottles, it urks me to have to waste my time trying to service her when I have some one without a much needed range or refrigerator. Yes I do understand that when you buy a product you expect it to work and if it needs to be fixed, it should be done with in a reasonable time frame. I suggest to all the customers that decide to go anywhere and shop for appliances or other things to do their homework. Don’t go into the store and purchase a pretty new gas range and then get mad when you needed an electric. Make sure that your house is up to code, don’t purchase an electric drier that gets pluged in but your existing one is hard wired. Then get even more upset when the delivery guy tells you he can’t touch it. That has nothing to do with Sears, that is your city and county rules that say only a licensed installer can touch your electric at that time. So if you want to go else where, you can trust me that we have many customers that come to Sears from other places due to their bad experiences too. It is our responsibility as customers to know what we need and what we are buying. That way we can’t blame the sales person or the delivery guy or the installer for whatever we feel like gripping about.
January 14, 2014 at 9:03 pm |
Lee, what are you blabbering on about? Most people that have issues with Sears have them because the product does not perform as its advertised – and trying to get it repaired is like asking a retarded monkey to perform brain surgery. Im sorry you think some mother is an “idiot” because she expects her dishwasher to work after buying it from your company. So in your twisted logic should she always wait for every other appliance in the world to be fixed that you deem more important? You appear to be part of the problem. You also appear to be a tool.
August 20, 2010 at 2:38 pm |
Yes I did know what I needed–a refrigerator that worked and did not short out its light within 1 month of its delivery. I needed not to have the initial delivery canceled & rescheduled (losing 2 days pay) and the repair date canceled and rescheduled to beyond the date when I could return the thing. I needed to have customer service people I called be consistent in the information they gave me and I needed to have them identify themselves in a way that I could speak to the same person(you have a lot of “Jennys”. I will admit I finally recieved a “case number” which expedited things but by that time I no longer needed your refrigerator and have returned it–bought one (not a Kenmore) from a small local company who delivered quickly and it works.
February 27, 2008 at 12:43 am |
Nic,
Here, I did a little research on Sears policies via their website:
Sears is dedicated to providing our customers with a superior level of service.
There are many reasons to consider a Protection Agreement, including:
Satisfaction-We offer reliable product service
Convenience-You’ll have less worry about unexpected breakdowns and costly repairs
Peace of Mind-Our protection agreements offer more than just extended warranties.
Over 12 million customers enjoy peace of mind from owning our Protection Agreements.
Master Protection Agreements
The “gold standard” for coverage on products including: home appliances; home electronics; heating and air conditioning systems; and floor care equipment. Primary benefits include*:
March 7, 2008 at 4:41 am |
First and formost…If sears has that many customers,selling that many appliances and is doing that much business and is so commited to Customer Satisfaction wouldnt it make more sense to employ more service techs?? How about they do as Home depot/Lowes and hire certified sub-contractors to do the service work for them???? No that would be to easy…
SEARS SUCKS!!
Secondly, I purchased a DVD player from sears last year and along with the purchase I spent the few dollars more and purchased the Protection Plan they offer. A good thing I did because as luck should go three weeks after the year MFG.warr. was expired the player would just blink on and off and not play whatsoever. I returned to sears with the player and they offered to replace it with the same one which I didnt really want but didnt do any research on other ones so I took it and figured I wouldnt open it. After a few days of looking around and some research I wanted a perticular player and got online and found sears sold it and that they were out of stock here at my local store. So I saw that there were two at another store over an hour away. I called the store number and was transfered to the electronics department and asked a guy by the name of Charles if the count of two was correct and if he could doublecheck as I was over an hour away and didnt want to waste time and money driving up there to only find they have none.
The man Charles confirmed to me he in fact had 2 in stock brand new in the box and again confirmed to me he is in fact in charge of inventory and there were two in the stock room..
I drive to the store with the other one and asked an associate for the salesman named Charles..
He looked at me and with a strange face said “we dont have anyone here by the name of Charles”. I said I just spoke with him over the phone and he confirmed a to me you have a DVD player in stock. He proceeded to explain to me even though I called the local store # I was in fact transferred to an associate in another country. I said “What!!!” another country??
YES FOLKS
ANOTHER COUNTRY!!!
It turns out that if you call your local store and department and nobody there picks up the phone, it gets routed to another country where there’s a sears representitive with the inventory counts of all the stores.
To add insult to injury,Charles was wrong that the store had the player in stock. They Had NONE also…I was livid!!!
I made a huge scene and asked for a manager…I demanded an appolgy and a complete refund of my original purchase which thay at first refused to do.
Store credit?NO THANKS!!! Complete refund on my AMEX.
Took my cash to Best Buy..
November 14, 2009 at 2:20 pm |
lowes sub contracts through sears (AE tech are really sears tech) thats why both vans are the same color and same kind.
January 12, 2010 at 10:37 pm |
Ok for all of those who are not aware of parts being in a store. When you call in for parts they are not located at a sears stores. Yes they will carry a few of the most common parts that are in high demand. Why because it is a RETAIL store, you know where you shop for whole new items? They carry over 7 million parts should they be at your store? No because then it would be a parts store and maybe thats where you should check you moron!!!
January 30, 2010 at 11:25 pm |
How old are you Easter 17, 18, 19? at one time sears stocked common replacement wear items. Since they sold to K-Mart the are nothing more than a liquidation Busness. If you were not so wet behind the ears you would know the difference.
October 26, 2012 at 1:56 am |
Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over…maybe they will realize they have a problem?
Louis J. D’Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com
Sears Executive OfficeTelephone 847-286-2500
November 27, 2011 at 6:09 am |
they don’t want to spend money if you go to a store it does not have enough staff to manage it. So if they don’t care that they are staffed why would they care about having more staff for fixing things.
November 28, 2011 at 1:15 pm |
First, Sears DOES the service for Home Depot and Lowes!!! They have removed the Sears name from the trucks and replaced it with “A & E Service”.
March 11, 2008 at 5:37 pm |
I stacked up on pampers baby wipes from SEARS GRAND in Brighton, CO and they all expired 3 YEARS AGO!!!!!! Of course I threw away the receipt so I cannot do anything about it.
SEARS SUCKS AND SELLS EXPIRED STUFF.
Will never go back there.
December 28, 2011 at 5:03 am |
you are an idoet every thing used on a persons body or in it expires.
March 18, 2008 at 4:08 am |
First of all, I worked as a manager for over 9 years at Sears Delivery. I have pretty much experienced it all when it comes to customers. The problem is with Sears.
They had units all accross the nations handling customers orders that were focused on their area. (eg, the NY customers talked with NY reps California and Texas people talked with California and Texas reps) The reps knew there area and only there area making call handling easier for them and the customer.
NOW they have closed units and consolidated the work, making reps learn new rules and regulations for different areas. This means more mistakes and wrong info being given to customers. Now they have even routed calls to the Philipines to save on money. They are saving money but there systems are not complete so you have even worse people answering your calls and giving you even worse service then before.
The other issue is the customer. Customers usually do not read the material that has been given to at the Point of Sale. I highly Suggest you READ ALL YOUR MATERIAL’s, IF YOUR SALES ASSOCIATE SAID ONE THING AND THE PAMPHLETS SAY SOMETHING ELSE, THE PAMPHLETS ARE CORRECT 100%.
and NIC,
your a moron for even saying something like that. If you actually do your research most deliveries are handled quite well, You may need to stop going on myspace on your netstation and get back to learning more about the company. The majority of deliveries go smoothly what you see in these complaints are minor compared to the deliveries Sears and Kmart actually make.
Also to that ANGRY BUYER that bought all those baby wipes, you could have still returned them and gotten store credit if you didnt have a receipt
August 11, 2009 at 11:33 pm |
HI I GIVE YOU PROPS!! I AGREE THAT NIC PERSON IS A REALLY UNGREATFUL PERSON.THE MOST EMBARRASSING THING IS SHE DOES NOT EVEN KNOW HOW TO SPELL!!! HOW STUPID IS THAT. IF ANYTHING, SHE IS ONLY TAKING UP SPACE IN THE COMPANY. HOW DARE SHE/HE INSULT OUR CUSTOMERS. INSTEAD OF TALKING HER CRAP SHE SHOULD BE IMPROVING HER CUSTOMER SERVICE. SEE SHE IS THE REASON WHY OUR CUSTOMERS HAVE BAD SERVICE. WHAT A 2FACE. WORKS JUST TO MAKE THAT MONEY PUTS ON A GOOD FACE AT WORK BUT YET TALKS ALL THAT CRAP!!! ANYBODY NEEDING A JOB, SEARS IS ALWAYS HIRING LOYAL HONEST AND DECENT PEOPLE!!! I AM NO LONGER AT SEARS BUT IM PROUD TO HAVE BEEN AN ASSOCIATE THERE. TO OUR CUSTOMERS A HUGE APOLOGY I WISH WE COULD GO BACK IN TIME AND CHANGE THAT EXPERIENCE AROUND.
December 15, 2009 at 5:12 am |
crabby 125 nice to know that someone on this site has their head on straight i worked delivery for sears for about a year now and just recently started working sales also learning that there are many problems with their systems due to people rescheduling their appointmens and not cancelling their old ones causing our technitions to run places where there is no one at because they did not fix the problem completly just added another appoint ment also i do agree that they need more technitions however deliveries always run smooth but that could be a little different being that we are a hometown store . most smaller sears store DO NOT HAVE A PARTS COUNTER DUE TO LACK OF SPACE!! we cannot carry every part for every item just like if i were to go to walmart and ask for a treadmill belt for a treadmill they sell they are going to have to order the part just like sears and best buy i have never even heard of extended warranties there plus your precious manufacturers warranties wouldnt have covered half of the stuff you are complaining about being that they werent a manufacturer defect!
March 30, 2008 at 7:13 pm |
Many of you say, “Well I’ll buy at Costco or Best Buy…” Do you think they’ll replace your product after the 1 year manufacturers warranty runs out? Good luck… I can’t even get my local Costco on the phone let alone find some way for them to support an appliance I’ve purchased.
Sears isn’t perfect but I do think their corporate intentions toward the customer are good. There are terrible problems with Service Techs, especially on the East Coast and it really needs to be addressed.
On the flip side, some of the customers are just down-right rude. Being nice can get you a long way. The people you’re dealing with at Sears can, and WOULD, do more for you if you acted with some common courtesy.
Why does someone with a 10 year old projection TV think they deserve a new one free? C~R~A~Z~Y!! If you think that way, better keep your protection agreements current.
May 15, 2008 at 8:33 am |
Purchased a front loading HE2 stackable washer and dryer from Sears 2 years ago. Have only been using the washer/dryer for 4 months due to renovations on the house. Suddenly had some issue with leaking from the soap dispensor drawer and a horrible noise (not grinding – but horrible nonetheless). So without hesitation we called up sears – and was advised that evening and weekend appointments were not available for 3 WEEKS!
Fine – wait for the technician – only one shows up and can’t troubleshoot a “stacked” washer and dryer. Will order the suspected defective part. Left with my mobile number to contact me if there are ANY issues. Must wait another 1 1/2 weeks for 2 technicians to repair.
Took off another part day for technician to arrive between 4-8pm. Apparently the part had just arrived that day and the technician was not coming. THANKS FOR CALLING ME!!!!! They didn’t call my phone. At around 3:30pm a call came in to the home number advising that the part was in – and they would book another week 1/2 later after 5pm this time.
Took off work a little early to make the 5-8pm appointment. NO CALL AT ALL THIS TIME. Little sticker on the door – we were here at 12:30pm you weren’t. ARRGH!!! I called up right away and spoke with my “friend” TYLER. I gave the usual information confirmation and waited to confirm the situation. After being advised that a technician would NOT be coming (in an angry in my face attitude), I demanded to speak to a manager when he said a technician would not be coming. I waited around till 8pm – no technician – no call. IN FACT I have STILL not received a call from the manager (2 weeks later!).
I called up “Corporate Care” the next day. Set up an appointment (1 1/2 weeks later) for 5-8pm. This was all she could do!!!!!!!!????????? At least she pretended to care (unlike the call center which is run by Mafia wannabes).
Technician shows up – turns out that the machine isn’t broken – just poorly designed. A pair of underware had spun in between the washer drum and the outer container blocking the funnel that fills the drum. According to the technician – I WAS SUPPOSED TO PAY FOR THE REPAIR. A different code was used to prevent this from happening. At least the technicians are reasonable.
There is no where in the instruction book that says underware, socks, shorts, etc must be placed in a washer bag. Furthermore – he mentioned metal wired bras must NOT be used in the washer as they should be hand washed only and may break and damage the pump. SAY WHAT! I bought a washer that is only useful for washing shirts and pants – go figure!
In my opinion the gasket design for the washer is poorly designed and the whole machine should be replaced. Thanks for nothing SEARS.
May 17, 2008 at 7:09 pm |
It appears that most everyone on this site has the same complaint and unfortunately my experience has not been any better. We have been scheduled for service three times and two of those have resulted in no shows from the repairman. We too are sitting here with several boxes of parts and a washing machine (less than three months old) that leaks all over the floor.
I am very curious if any of you have found a way to resolve your issues?
June 5, 2008 at 9:08 pm |
I worked for Sears for six years. I worked for Lowe’s for five years and have worked for hh gregg. I think it’s hilarious how I’ve heard the same thing from customers at all three places. Keep in mind that if you stop shopping at Sears and start shopping at Lowe’s there is also someone who is pissed off and Lowe’s and will start shopping at Sears. In the end, it all works itself out.
Also, most of these complaints are warranty related. Whether in-house or contracted out, there is always a similar process. Each call will be a minimum of two in-home service calls: first, the diagnosis and second, the installation of the part that had to be ordered and shipped to your home. If you think about the logistics of one truck carrying all the parts necessary to service your product you would realize that it is impossible for the service companies to do that.
June 11, 2008 at 1:02 am |
Do not buy fitness equipment from Sears either.
I bought a Weider Fitness Machine from Sears Boca Raton to use for physical therapy. After a couple times of month long repairs, I am now throwing the machine away. They refuse to give me credit or refund. If I didn’t need it for physical therapy I would not have bought it. Service consists missed appointments, surveys, and long delays for part orders.
It’s broken again and I will have to purchase another one. I’m out almost a thousand dollars.
Never Buy from Sears!
June 24, 2008 at 10:12 pm |
Sears Sucks big time. I have a Kenmore refrigerator bought in Nov 2003. May 2007 it stopped. It was covered by warranty but the repairman said it was going to keep happening because its designed so the outside condensor tubing, which is hot, goes down into the tray that catches condensing water. This is to help evaporate the water. But it makes it rust and causes a hole where the freon leaks out. Now, June 2008 its busted again. I am fighting with Sears because I don’t want to repair it every year because it was designed wrong.
Next, I have a Diehard battery. I bought a trickle charger. It says to check with the battery maker to see what rate amps to charge at (my charger has 40-30-20-4) and to check whether to take the caps off or leave on. I called Automotive center twice and got two different answers. I called Customer Service and they only have 5 menu choices with the closest being Appliances who could not help. So I called Automotive center and got 1-800-diehard phone number but they can only tell you where to buy it and what size battery you need. They have no way to get this info.. Nothing came with it when I bought it. I save everything and there was nothing.
Next, I own a high-end craftsman all-metal torque wrench. The torque setting part of the handle wouldn’t twist and it is lifetime guarantee. I bought it 35 years ago. Now, I took it in for exchange and they can only give me a plastic torque wrench which comes with a 3 year warranty. They don’t make all-metal ones. They are cheating on the lifetime warranties they gave. Those warranties are meaningless now. I kept the old product and soaked it in kerosene and got it working.
Sears was sold to a Private Equity company and those sharks are running it into the ground. THEY ARE TAKING ADVANTAGE OF DIEHARD, KENMORE, CRAFTSMAN BRAND NAMES WHERE PEOPLE EXPECT GOOD QUALITY AND INSTEAD THEY ARE NOW GIVING US JUNK. BEWARE !!!!!
May 31, 2012 at 11:20 pm |
You’re stupid. Torque wrenches change after 35 years. You’ll live with a plastic handle torque wrench. It still comes with a lifetime warranty. Shut up and learn your facts.
June 25, 2008 at 2:35 pm |
As a sears employee at one of there auto centers, SEARS SUCKS!!!!!!!!
10 years ago an oil change was $18 and we ( techs ) got paid $3.95 commission, now an oil change cost $30 and we still get paid $3.95 ?????
So who’s pocket is the money going into?????? Also when items are on promo, like shocks & struts, Sears discounts the techs labor but not the parts, just because items are on sale doesn’t make it easier to install them!!!!!!
Sears also hasn’t given techs a raise, I know techs who have been with sears for 20 years and still make $7 hour, we also get a commission on work we do, but when there is not any work coming in $7 an hour is hard to support a family.
Now sears has a policy about lunches, techs have to take there lunch before the 5th hour of there shift or they get wrote up. After 3 write ups your FIRED!!!!!! also I have been wrote up for only taking a 29 minute lunch and not my full 30 minutes……..
So, if I’m in the middle of a job i have to stop tell salesperson i’m taking my lunch and they have to tell the customer there will be a delay in finishing there car……..Well now customer is mad, won’t come back, sears says O’well.
Also the auto centers are going to go thur a “SPRING CLEAN” cleaning and painting everything BUT not fixing
June 25, 2008 at 3:01 pm |
As a sears employee at one of there auto centers, SEARS SUCKS!!!!!!!!
10 years ago an oil change was $18 and we ( techs ) got paid $3.95 commission, now an oil change cost $30 and we still get paid $3.95 ?????
So who’s pocket is the money going into?????? Also when items are on promo, like shocks & struts, Sears discounts the techs labor but not the parts, just because items are on sale doesn’t make it easier to install them!!!!!!
Sears also hasn’t given techs a raise, I know techs who have been with sears for 20 years and still make $7 hour, we also get a commission on work we do, but when there is not any work coming in $7 an hour is hard to support a family. They tell us to sell more????? on what, no customers=no cars=no $$$$$$$
Now sears has a policy about lunches, techs have to take there lunch before the 5th hour of there shift or they get wrote up. After 3 write ups your FIRED!!!!!! also I have been wrote up for only taking a 29 minute lunch and not my full 30 minutes……..I WANTED TO GET TO WORK ON A CUSTOMERS CAR, THAT REQUESTED ME. as a tech customers come first…….
So, if I’m in the middle of a job i have to stop tell salesperson i’m taking my lunch and they have to tell the customer there will be a delay in finishing there car……..Well now customer is mad, won’t come back, sears says O’well.
Also the auto centers are going to go thur a “SPRING CLEAN” cleaning and painting everything BUT not fixing anything. The empolyee bathrooms have been leaking for 6 months, all 4 stalls leaking, plugged up and backing up sewage thur floor drain. They fixed them after a call to the board of health. Our main garage door broke, closed of corse, and it took 8 weeks to find the cheapest bidder to fix it. It has broke 3 more times since the cheap people fixed it……NICE JOB SEARS………
Shop floor drain broken falling in, we have been putting 2×4’s , old pieces of lift equipment under the grate to keep it from falling in. It’s going to take someone braking an ankle and sueing sears to get it fixed. It’s been broken for atleast 6 years and we have been documented every tire that has been damaged by the grate. The less the store spends on repairs the bigger the bonus the building super gets…….
Also, sears blocks internet sites such as these so we can’t see what people think of sears…….
Rumor has it that all the remodel and cleaning is because sears is looking to sell…..could be good or bad?????????????
July 1, 2008 at 2:33 am |
Google “SEARS SUCKS” now and you get 593,00 hits on google — It just keeps getting better for Sears – I hope Sears goes Bankrupt and all their EVIL bean counting assholes in charge commit suicide – They took a once great company that put the customer first to the epitome of a rotten, evil, corporate greedy, inconsiderate shell of what it once was. SHAME ON YOU SEARS!!
August 11, 2009 at 11:39 pm |
believe me Sears is no where near going bankrupt!! SO VERY SORRY YOU DONT GET THAT SATISFACTION….UMMMM TOO BAD!! I CANT RESPECT PEOPLE WITH SUCH an evil mind that would actually hope someone would die. HORRIBLE HORRIBLE!
March 25, 2011 at 8:01 am |
Yeah Sears is doing fabulous….so wonderful, they are thriving. They were bought out by K-Mart. Sears wouldnt be in buisness if it werent for the people that still believe Sears is the same company it was 20 years ago. It is not operated on the same principles anymore. Sears used to be a proud company, a company that did care about their consumer. The fact is they no longer do. I am a sales associate at sears and the be all end all is about the mighty dollar. No one part of sears takes responssibility for themselves. To get something resolved you have to call about 10 different numbers, talk to several different people in different states (or countries) that do not really care about you or your issue. I work at sears because I need the money, my job pays well and I have a three year old to feed, but I shop elsewhere…that should tell you something. No employee discount is enough for me to donate any of my money back to that company. Im not proud of how sears treats their customers or their employees. People deserve more, and Sears is more than capable of giving them more, hell they used to.
April 9, 2011 at 2:32 am |
Actually, Sears isn’t making any money – if you look up the revue, they are actually losing something like $100-$200 million a year – while Kmart (who merged with them and bought them out) is making $4 billion a year in profit. Not sure why one does better then the other (on such an extreme as well – -$200 million VS +$4 Billion) but it doesn’t seem so great for Sears.
One thing I hate as well is the pay… I realize I’m working a dead end job but I’m 16 and definitely deserve more then minimum wage for the crap I put up with. Not to mention after taxes its even less – $6.70 after taxes is just lovely and with 10-15 hours a week (IF I’m lucky) I can pay gas and insurance… all those hours just to get by?
Guess I am sorta lucky though – not one place has responded to the 10s of applications I’m sending out. Walmart, Target, several local grocery stores and a few fast food joints all haven’t responded or even said “Sorry but we aren’t hiring”. Sigh… >.<
July 2, 2008 at 6:22 pm |
I was in management at Sears. They make a regular practice of cutting payroll to save money with no regard to the negative impact on the customer. There is no real effort to grow the business. Just a lot of talk and not interest in following through. If you have a protection agreement, it typically allows for rental reimbursement. Read your agreement. They will not volunteer this.
July 17, 2008 at 2:01 pm |
In March 04 we bought a Kenmore side by side frig and didn’t get the extended warrante since the compressor was covered for five years. A couple of weeks ago the frig stopped cooling although the freezer continued to freeze. I talked to a Sears service guy who told me it was probably just the thermostat, a $25 item and it wouldn’t cost much to repair; so we set up an appointment with Sears service.
The joker showed up finally and announced without even looking that the “damper” had gone out, the vent between the freezer and the frig was closed. He said this was a very common problem. He indicated that this was a big deal and would be expensive. He had to go back out to his truck do an estimate. He came in with an estimate of $298, including a $5 fuel surcharge for his travel and $90 for parts. We thought he would be at work for an hour to two and have to tear down the unit. Instead, he had my wife clean off the top shelf in both the frig and the freezer, and with a screwdriver quickly removed the defective damper, pulled out a new part and plugged it in. His entire time with the refrigerator was little over ten minutes during which he tried to sell us a one year guarantee for $100.
Now keep in mind, his labor was nothing complex, not like say changing the oil in a car or the spark plug on a mower, but he charged us at a rate of over $800 per hour. Do brain surgeons make this much? Also, the part that went out was actually a small electric motor, the type that should cost under $20 in the real world. When I complained about the outrageous overcharge, he said it was Sears who was making all the money, not him.
We felt completely ripped off. Had he told us what it was he was actually going to do, I would have ordered the part and replaced it myself. But we had been mislead by the other idiot telling us it was probably a thermostat.
We told the guy that we would never buy another Sears appliance.
July 18, 2008 at 12:48 am |
SEARS SUCKS forever. I work there, and its probably the worst company in the world to work for, its rated third worst managed corporate, and i think it should be first. The managers arent fair. HR SUCK. The sales are down 100000000000000% and the comission is down a million %. DO NOT WORK THERE unless u used to be a janitor or a a dog crap grabber
July 20, 2008 at 9:02 pm |
SEARS totally SUCKS!!! Believe that!!! I used to work there. Then as an adult, I shopped there for washer and dryer. NEVER AGAIN. Why, you ask? Just ditto all of the comments above and then raise them to the fourth power and multiply it by 100! That’s why!!
Don’t shop at Sears. Ever.
July 21, 2008 at 12:37 am |
SEARS SUCKS! (just saying that to join in). Seriously, I had issues with getting my tires to balance properly, and SEARS did not have the proper equipment to handle it. They of course don’t tell me this until they had balanced it 3 times, tore up the edge of the wheel replacing weights, and then blamed it on the tire.
I figure that maybe it really was the tire, so I go ahead and buy some new tires for them. They mount and balance them the same way as the previous tires, and the same old vibrations are there. I complain and the manager starts pointing figures at my tire pressure, or suspension, anything except themselves. So I ended up getting a proper balance at Tire Hut (best tire place ever), which tells me that two tires were out of round enough for me to feel it… Mind you after Tire Hut balanced them they were riding 2X better. I got Sears to replace the tires, and then Tire Hut re-balanced the tires and it was like riding on heaven after driving on out of round tires & bad balances for 3 months.
The manager never apologized and quite frankly the techs were much better people than the manager. The manager even started to lie but I caught him twice and gave him what for when he tried to put me down because of my perceived age. The story does not stop there though, I called Corporate to deal with things and they were supposed to put me in touch with some regional Rep… never did.
July 22, 2008 at 8:36 pm |
I have to admit, with shame, I used to work as Sears as a salesman. So seeing Sears fail miserably is not a surpise at all, infact I’m surprised they are still even in business. I must admit I used to work at Sears as a salesman, so I’ve witnessed on many occasions the customer getting not only the short end of a stick, but sometimes no stick at all. With that said,
“I didn’t think it was physically possible for something to suck and blow simultaneously.” – Bart Simpson
Well another item can be chalked up on the list: Sears. Here is why…
Need a repair? Too bad, your out of luck you’ll have to wait an absurd amount of time for that, I’ve seen months before a customer has had a repair man sent to their house.
Need an appliance or perhaps a T.V.? Prepare yourself to be hounded for 30 minutes about their “service plan” which not only is overpriced but leaves Sears with so many ways to back out of their agreement (READ THE CONTRACT).
Stupid enough to buy their protection agreements, i.e. service plan? Prepare to bend over and let them screw you five times over. They almost never replace their products (even if they can’t fix a product), and if you’re lucky enough to get a product replaced they’ll give you a model that is MUCH worse than your existing one.
And if they treat their customers that way, how do they treat their employees?
Like dirt
As a former salesman, my commission rates were cut in half AND my duties were doubled. I was even expected to take care and cover OTHER departments even when I was switched to full commission.
Don’t get me wrong, I understand very well that over all sales have been down and as a result commissions are going to be cut… Here is what I do not understand: The inability of managers/Sears to recognize holding onto **2**-year old inventory DOES NOT make money. The store I used to work in had two year old model T.V.s that were on the floor taking up space. That’s space that can be dedicated to new T.V.s that can actually sell and crazy enough, make Sears money. So instead of either junking the old inventory or moving it for a VERY low price, Sears insists on maintaining their absurd prices.
Do yourself a favor, don’t ever shop at Sears again.
If you’re not convinced yet… The NUMBER one goal Mr. Lewis was preaching to us in a video was to make money. Yes folks, forget about you… it’s about the money. They don’t even PRETEND to care about you, it’s all about the green.
July 25, 2008 at 9:03 pm |
My experience with Sears is like a painful scab that I can’t stop picking at. What has happened to this company? My parents always bought appliiances from Sears because they never broke and when they did they were fixed. They had the same washer and dryer from Sears for over 25 years.
Four years ago I bought my own house and followed in my parents’ foot steps. The washer died after just three weeks and locked itself closed with the wet clothes inside. Although we had PAID FOR THE WARRANTY Sears was too busy to send a repairman for over two weeks. Repairman said it needed a new electric board. Waited and waited and paid for laundry. It took us TWO MONTHS to get a new one. Now the dryer is acting funny but we are ignoring that for the sake of our mental health.
Brand new oven from Sears. A year and a half later the door fell apart. Literally, into two parts with one half lying on the ground with the screws hannging out. Obviously the fault lies with the way the thing was made but we have to pay to get it repaired. So we are just going to go buy a new oven from somewhere else rather than give these thieves any more money. I would rather shoot myself in the foot rather than buy anything from them again. If they were giving out free merchandise I STILL would not set foot in their store.
August 17, 2008 at 6:02 pm |
I work for for Sears now for the summer! I can’t wait when I quit when I either:
1) Find a new job before I go back to college
2) Or just go back to college and find a job somewhere else thereafter
They hire new employees but they do not want to give any hours. I was hired about 5 weeks ago. I work as a part-time price associate. I thought I was gonna have at least 25 or 20 hours. Suddenly after one week, they cut everyone hours, and I got only 12 hours peer week! With minimum wage of course ($7.80/h). For the whole month I worked there only 12 hours, which it forced me to look for another job. Now suddently this week, they gave me 25 hours. And now even today in Sunday, I worked between 7 and 1. The manager told me to come back at 5 to work until 9. Tommorow I come back at 7! So now suddenly I have hours, but no personal time for myself? Their employee discount is only 20% off for clothes and 10% off anything else. SEARS sucks!
August 24, 2008 at 5:35 pm |
WELCOME TO SEARS HELL I have almost been there a year and this has been a stressful year for me. All I can say is work when you can and when they say you can. Corporate set the store hours and our management staff distributes them to first the dependable people, second the ones who work when there on the clock not the ones who play around. I have learned the hours are there if your willing kiss a little ass and do your job. I was hired in as a cashier last year durning xmas I was always in line for the hours someone didnt want. I now work in the shoe department and I average 20-30 hours a week or a little more. And now I am stressed out because we have other shoe associates that wont pull their load and it gets crazy in my department at times. But what keeps me going is my managers depend on me and need me. Therefore in return I get hours every little bit helps. Yeah i dont like working on weekends or at night but it could be worse I could be unemployed….IM thankful for the discount they offer us because they dont have to give that too us. Your new with sears and your still at the proving point get along with management work when they want to and really work when your on the clock. IF management likes you they will take care of you if you take care of them. Sears cant run with all the employees playing and talking or calling in to work. Honestly the players is who im ill at now because someone has to get the job done. If I played all the time like some those shoes would never get restocked price signs wouldnt exist and then we dont sell shoes… So be a team player not game player and sears will give you hours. PROMISE
September 2, 2008 at 4:41 pm |
Watch for surcharges if you have a Sears tech order parts for you.
My front load washer needed a timer. He charged me $153.50 +tax +$137 labor.
Checked online. Had I ordered the part, it would have been $113 and change +tax.
The extra $40? According to customer service, that covers the warrenty for the part. According to me? BS.
Never again.
April 15, 2010 at 1:36 am |
you would not have even known what part to order if the tech had not produced that information you cheap dunce.
September 18, 2008 at 5:28 am |
All I have to say is that if I get pushed by another managing bastard at that store to get another freaking credit app I am going to strangle someone!! Sears credit is a black hole of financial stupidity. Don’t EVEN THINK that the $15 dollars you save is close to worth it. I work there but not for much longer my friends…
September 18, 2008 at 6:31 am |
Well I lasted about a whole two weeks before telling those slave drivers to stuff it. It was a new store opening and I was in there everyday helping setup, working like 10 to 14 hours shifts. Even after 12 hours of working they would actually tell you (not ask you) to stay more! Then you would be in the very next morning, yeah why dont I just set up a bed and stay over assholes! Then the store finally opens and still they give me no training, me who has never worked there in my entire life. To top it all off they left me alone to cover cosmetics fragrance and jewelery, WITH NO TILL TRAINING!! Yeah I’ll just use my vulcan mind powers and hold down the fort by myself. Not to mention the cosmetic counter I worked at also gave me no training, cause yeah I know all of the 800 creams you sell right! The final thing that made me snap was my bitch of a manager tells me that no I am not off tommorow now that I have to work. My one day off in like 10 days and this bitch is telling me that I have to come in. I have had alot of crap jobs trust me but Sears takes the cake for being the worst. They do treat their employees like dirt and expect you to have no life! When I was signing that job acceptance letter I didn’t realize I was also signing my soul over too! Sears you suck ass and I hope you do everyone a favour and go under already!
September 19, 2008 at 7:38 am |
Sears sucks because when you call the local store you get a computer instead of a person. You tell the computer what department you want to reach and the computer routes you to a call center that is most likely not in North America.
Once routed to the foreign call center the person who answers tricks you into thinking you are talking to someone at the store. They then tell you that we have the item you want in stock, even if we don’t. Hell, some of the foreigners sell the stuff right over the phone and they don’t even call to see if we have the item in stock.
A lucky few reach the local store. Once at the store, they must endure a series of transfer calls to the wrong departments and never ending hold music. Eventually, they either reach an answering machine that is kept in a safe and never checked or they get the manager on duty.
By the time the call gets to a manager line, any normal person goes absolutely crazy. It isn’t just the phone systems. Our website has no idea whether or not an item is in stock. I constantly have to explain to customers that the item iSears.com said was in-stock was really not in-stock and won’t be available for about a week.
But wait, I’m not done. Our credit cards are even worse than the phones or internet. We sold the Sears Card to Citi Bank. Citi Bank was kind enough to raise our interest rates to astronomical percentages. In addition, they constantly screw with 0% financing promotions.
Combine all that with delivery teams that don’t speak English, computers that are nearly 8 years old and installers that never call or show and you have a pretty typical shopping experience. I know exactly why you are all upset and there’s absolutely nothing I can do to improve it.
What I will do is give you the best customer service I can no matter who you are, what you want or what we screwed up. My name is Jimmy and I’m a manager at Sears. Sears sucks. There isn’t much I can do about that. Just because Sears sucks, doesn’t mean your shopping experience should too. All I ask is that you stop yelling at me and give me a chance to do my job.
October 23, 2008 at 4:06 pm |
Another unhappy customer………..repairman just left..( 4th time in 3 months)washer stopped again! F-28…they don’t know what is going on..first time the came out the wise @$$ repair guy told me I was overstuffing the washer…I told him for 1,700 i paid for the darn thing I’ll stuff it as much as I want !! .I have been without a washer for 3 months! And it’s 17 months old…they won’t give you a new one until they come out 4 times (for the same part)….called back today only to be told that I can’t file my complaint until tomorrow morning when the repair visit from today is documented…since when do you have to schedule a customer complaint??? And yelling at the poor folks on the customer service line is useless as they have no control over it…there just thrown into it…and it’s funny, they answer the phone and thank me for being a premier customer!! petrubed customer now! Also had to wait 2 weeks for parts…UNREAL…for those who don’t know they will reimbursh you for laundry done at the laundrymat…Call 1-800-690-5650 after it’s repaired and be ready with receipts from the laundrymat. I swear if I could throw this darn thing out the window I would! Didn’t even really need a new one but i knew my 15 year old set was not saving any energy and wasting tons of water so I thought I was doing a good thing!! Thinking is overrated ! I’ll keep you posted….WOW venting felt good! LOL
November 1, 2008 at 11:47 pm |
Wow, people. Ever think that maybe all the faulty things you bought from Sears had nothing to do with Sears? Try looking at the company that made the faulty item in the first place. Sears doesn’t sabotage their stock. Sears may have occassional problems with some customers, some of their associates may not be the brightest or the nicest, but every comapny, and I mean EVERY company, has the exact same occassional problems. If you don’t like Sears, don’t shop at Sears, your choice. They have plenty of other HAPPY customers, considering they’re still in business. Get over yourselves.
March 25, 2011 at 12:24 pm |
Again, Sears is ONLY in business due to a K-Mart buy-out, and if you read the financial info K-mart is now what is keeping sears afloat. They provide a majority of the company profit. Sears is a sinking ship.
November 16, 2008 at 7:07 pm |
I just got off the phone with Sears regarding a warranty item.
I purchased a house last year with an 8-year old hot water heater by Sears.
I called to find out if it was still under warranty, and it turns out it has a 10-year warranty, but of course Sears won’t honor it.
They I have to have the original receipt. I bought the house from an estate, the owner’s who lived there during the time the water heater was installed are no longer alive and Sear’s wants me to get a receipt from dead people!
Sears even knows when it was purchased and still won’t honor the warranty.
Yes, Sears Sucks!
May 31, 2012 at 11:29 pm |
10 year manufacturer warranty is literally there to cover what the manufacturer messes up on. If you have a water heater for 8 years, yes it will have problems you idiot. Just get a new one. Duh.
November 19, 2008 at 5:31 pm |
I just got off the phone with the customer complaint line (800-549-4505). We have a Kenmore refrigerator & a Kenmore clothes dryer, both purchased in 2005.
The fridge died last year (2007)–fan went out in the back of the freezer. Sears wanted over $200 to fix it. My dad ended up jerry-rigging the fan with gorilla glue and it’s hanging in there so far.
The dryer’s heating element gave out this past Sunday (Nov 2008). Called SEARS. Again, they want over $200 to come out and fix it, and they want me to wait 4 days for them to send somebody. the appt was today btw hours of 8am-noon. Repairman NEVER ARRIVED. I called and they tried to tell me that the appt was for 4 days from now. Now I KNOW what day the orig appt was made for, because i was pissed off that it would take that long in the first place, and upset that I’d be charged so much money to repair a 3yo dryer.
So I called the complaint line and spoke with Jen. I swear she is a robot. She was unhelpful, dismissive and rude.
First of all, it is CRAZY that appliances under normal household use (family of 4 here, 2 small kids) should only last 3years before having problems.
I totally agree. SEARS SUCKS.
Thanks for the opty to vent.
December 5, 2008 at 4:57 am |
Sears SUCKS, except there is no “Sears”, just a glob of departments, most of which don’t know what the other is doing. I know you have been transfered around. I work for these fools as a field tech, I know. They have so many hoops to jump thru to get your machines fixed it’s pitiful. We have to fix 7.5 machines in 8 hours or face getting fired (was just threatened today, in fact, cause I spent too much time “fixing things right” a slogan on our computer screen)
It’s all about the spreadsheet numbers, even though we have the slogan’s of “Customer first” etc posted about, again different departments. The dept that matters is that evil person in the cubical with the spreadsheet playing “what if”. We are pressured to sell you stuff, get in, get out, fix it long enough to prevent a “recall”. Customer satifaction is NOT a number keep track of in that spreadsheet.
There are some good people at sears (many of which are being fired or looking for jobs elsewhere) but most are just in robotron C.Y.A. mode. Once you start working at sears you will never get a raise big enough to offset inflation, so you are losing ground from day one.
Sears/Kenmore builds nothing, it’s all made by other companies like Whirlpool, Frigidaire, GE, etc. Those companies control the quality, sears just sells it. DO NOT BUY the top of the line crap, stay at mid level with as few electronics and gadgets as possible. Never buy the latest stuff, wait for it to have a track record. (Calypso and Oasis come to mind, as well as LG and other front load washers)
Do your homework, READ the fine print that sears loves so much, that allows them to get out of “standing behind their product” like they used to, in fact built their business on.
Sorry to say, what reason is left to buy from sears if they no longer are honest or stand behind what they sell? Big ads, big promises, big slogans, but where’s the beef? Seem like politicians…promise you the world then rob you blind….
Yeah, some at sears SUCK (the managers (upper and lower), others just looking to survive.
Give you tech a break, sears doesn’t train them, just makes demands of them, usually unrealistic demands that do NOT benefit you, the customer, only “sears”.
Sears is NOT Sears anymore, just another KMart, feeding off what is left of it’s once good reputation…..
December 16, 2008 at 12:31 am |
wow.
im looking to buy a set of A washer and dryer… the place i was thinking about getting this at was well none other than…SEARS. ha.
you all surely changed my mind…
thankyou.
December 17, 2008 at 8:08 am |
i purchased a fridge that the TRAINED sales guy assured me would fit in the measured space…IT DIDNT… after 2 months the refridgerator is off the card but now there is the matter of the restocking fee…i disputed the fee and lost…So because there TRAINED sales guy sold me a fridge that wouldnt fit… i had to pay an extra 192.00 to restock it…GIMMICK? hmmmmm…. wonder if he got a cut?!!
March 25, 2011 at 12:30 pm |
As a sears appliance salesman I can assure you that your moronic salesperson got no cut! Heck most of the time when a sale goes through without a cancellation sears screws up employee commission. And as the employees are 100% commision associates it drives them to desperation in order to make a buck. This is no excuse for your experience, unfortunately its just something that I have seen happen numerous times due to Sears inability to properly train or compensate the staff. And there is no way that you should have paid the 15% restocking fee, and if I had been your salesman I would haave absolutely made sure that didnt happen. Its sad I work for a company that literally has pages and pages of negative reviews. Im sorry.
December 24, 2008 at 8:34 pm |
I’d just like to add my voice to what is, evidently, a burgeoning chorus of dissatisfied customers. I recently purchased a Kenmore range as a Christmas gift for my mother. At the time of the sale, the saleman assured me that there would be no difficulty in removing the old unit (a “slide in” model, between two counters,) and taking it away, at no extra charge. However, when the delivery people finally arrived, some two weeks later, after a feeble attempt at loosening the old range they decided that “it was probably bolted to the floor,” and promptly left, leaving the old stove/oven in place, and the new one sitting in the middle of the kitchen floor. After innumerable phone calls–several of which were answered by decidedly unpleasant “customer service representatives” in India–I was left with at least as many pieces of information as people to whom I spoke. At various points, I was told that Sears “doesn’t remove old appliances,” that I was responsible for preparing the old unit for the delivery people to haul away, that I hadn’t paid for installation, and, that Sears doesn’t install units such as the one I purchased. After a series of unreturned phone calls, endless re-routing to just about everyone in the company short of the CEO, I finally gave up and called an independent repair-person, who claims he’ll be able to remove the old unit and install the new one (for at least $75.00.) Had I known of the difficulties (and extra expense) entailed in this purchase, I might have thought twice about making it. (Oh, and did I mention that the delivery man asked if I had ordered a cord? Evidently, electrical appliances from Sears require separately purchased cords–who’d have thought? Certainly not I, as the saleman forgot to mention this little detail as well.) So, as I speak, a new range is sitting in my mother’s kitchen…perhaps Sears would rather I build a nice fire? It couldn’t be much worse, nor could Sears’ atrocious service.
January 12, 2009 at 11:14 pm |
Spent tens of thousands of dollars @ Sears (Ex-Loyal Sears credit card holder) and will never walk in another one all over a $ 1.50 refrigerator switch and the worse customer service of any business I have ever had to work with..
January 28, 2009 at 3:13 pm |
When buy any purchase from any store on a new appliance there is a 1 yr manufacture warranty no matter what. If you choose to purchase and extended warranty say like a MPA(master protection agreement) which gives you 4 services and 4 part failures on your appliance or if it has to be repaired and can’t be fixed or parts are on backorder for over 3 wks, then it will get replaced. Or there is a SSA that if your appliance is demended unrepairable then it gives you upto $500 toward a new one. Then there is the RPA(repair protection agreement that has the repairs that you don’t have to pay for, but the item can’t be replaced at no cost to you. So, no matter where you buy you item, there is always an offer of an extended warranty. We must all accepted that appliances are not made like there were way back when and that there will be problems with them. So, think before you buy and to me, it is worth a little more for the extra warranty to cover my products. No one expects to have a new item break or not work, but it does happen. So whether you buy from Sears, Best Buy, Lowes or Home depot nothing isguaranteed to work forever. Cover yourself and your appliance. Only an idiot would think that something will run forever without problems. And if you dont get any satisfaction with service or the store call 8004796351 executive offices One Source like I did.They are willing to do what they can to help you. But if it is out of warranty with no extended warranty, then you have no one to blame but yourself.
February 10, 2009 at 7:06 am |
seriously? you all need to grow up and realize that all stores selling electronics, appliances, etc. will occasionally have problems with delivery, installation, repair or whatever crap you happen to be whining about. It’s a business and nobody is perfect. Shut the hell up and find a way to not be such a douchebag
April 15, 2010 at 1:59 am |
sears has more than occasional problems, and its because its managed by douchebags.
August 26, 2011 at 11:40 pm |
ya your a douche you puke
its not occasional its very frequent people get jerked around by this dying company run by a skull and bones freak hedge funder.
February 10, 2009 at 7:33 am |
I am currently an appliances manager at a sears store. you all say that sears sucks but i doubt that you would find much better service elsewhere. it is true that customer service is not what it used to be; however, that is an industry wide issue and is not isolated to sears.
protection agreements are good and bad, simply depends on the merchandise. the fact of the matter is that it is next to impossible to have every part for every product available for you at any given time. you will have to wait. we do in fact contract out our in home service. in my area the “sears technicians” also do warranty work for lowes and home depot. i bet most of you who leave sears and buy a warranty at another store wont read the fine print there. sears is the only store that will replace your merchandise and still honor your agreement for the remainder of the time period. thats right, every other store will nullify your warranty if they have to replace your merchandise.
while i dont agree with outsourcing our call centers and customer service reps to india and the philipines, it is a common business practice done by almost every retailer nowadays.
i assure you that the people who actually do the work at sears are every day consumers just like you. try to cut them some slack and they will try to help you. my personal experience is that irate customers end up getting sub-par customer service. think about it, would you really want to help the person who is screaming and cursing at you? just be reasonably civil and we will do what we can.
and just to try and possibly ease some phone routing concerns…
if you have an ongoing problem and arent getting satisfaction, call 1-800-349-5068 for delivery (you will get an American with this #)
or
1-800-549-3417 for service (also an American)
the whole market sucks right now. go to another store if you want to. realistically, the volume you make up personally will be negligible once the pissed off customers from those stores come over to us. good luck finding an associate at most other stores
August 20, 2010 at 3:08 pm |
Sorry, but I recieved much better service from the store I finally went to after i returned the Kenmore refrigerator I bought. It began when my delivery was cancelled less than 24 hours before it was schedueld even tho up to that point I was getting the automated calls confirming the delivery. (lost 2 days of work because i had electrician & plumber scheduled & neede to maintain those appts–I would not do the same short notice to them that Sears gave to me). The refrigerator did not work but I could not get a repair scheduled for weeks–then that was canceled. I began to see a pattern and returned the appliance. the store I went to was able to deliver within days–no problem and can tell me who does their repairs for warranty–a local company also available to me in the future if anything happens post warranty. I don’t think they are losing any customers–a local company in business over 30 years.
Don’t blame the customers–blame Sears lack of communication between departments and obviously way too frequent cancellation of appts, etc. If you go along functioning as if it doesn’t matter that you lose customers becouse you will get others–Wow! what a strange and sad attitude. You have lost me & also my family (6 siblings, children & in-laws, etc) It balloons. It will affect you in the long run.
March 1, 2009 at 5:29 pm |
Called INSTALLATION DEPT. today and notified them that the Range I had purchased online would require replacing an existing inset unit with a new freestanding Range. The rep told me that no additional installation charges would apply. They sent out the Range on a delivery truck without an installer or any tools so that the electrical and cabinetry changes that I warned them about could not be addressed. Poor employee training and lack of communication clarity, make buying from Sears an exercise in frustration. I canceled this and all future orders with Sears.
March 8, 2009 at 4:45 pm |
I work for Sears in South Carolina and the woman that is over the cashiers is HORRIBLE!! If you have a concern and need to talk to her, she will literally walk off from you while you’re talking.
If you have her paged and need cash for your drawer, she may come and you may not see her for a while. She has a problem when you’re talking to her on the phone of just hanging up in your face. TO GET RESPECT, YOU GIVE RESPECT. That is not how you get respect from your employees, not to mention how low the moral is because of this.
It’s sad that someone like that is managing other people who all see this problem.
WHY DOESN’T MANAGEMENT.
March 11, 2009 at 1:15 am |
I can’t believe I am back here again but yes – SEARS SUCKS again!! This time we have a Nordic Trac exercise bike, which by the way was bought before I gave up on the Weider Fitness machine.
The bike just beeps and will not adjust the tension. My girlfriend has now tried to get through for two nights to warranty repair and has not even gotten through!!! Just amazing!
This was bought at Boca Raton Sears once again. They are real fast to sell you the warranty but could not care less about fixing the machines. This is the second hunk of junk exercise equipment we have!!
DO NOT buy exercise equipment from Boca Raton Sears!! Sears Sucks and they are a rip off!!
March 23, 2009 at 12:07 am |
I live in Edmonton, AB Canada and the Southgate Mall Sears sucks pretty bad. If you’re a bride like me don’t go there unless you want to lose your cool.
They don’t know anything about their bridal registry, the old ladies there are disinterested, the floor is messy, the music is terrible, the scanner looks like it’s about to fall apart. I was so annoyed.
Please, go to The Bay instead at this mall and FORGET Sears. At the Bay they treated us so well, the service was so good—heck they even gave us a $25 gift card for choosing them at The Bay!!! lovely staff, lovely people.
Sears, why should I bother to buy from you. You don’t respect yourself or your customers, so why should my family encourage you to stay in business.
Buh-bye!!
March 23, 2009 at 4:14 pm |
Ok you want to hear how much sears sucks lol, well I was leaving sears when all of a sudden a mob of security guards surrounded a family with three children under the age of 7, the youngest was 2. Anyhow the security guards were yelling and saying your under arrest, your under arrest to this family, so I went to get a good look and guess what they were being arrested for lol. their two yearold walked out of the store with a $2.00 chocolate. I know the mom was pregnant and had to be whisked away by ambulance, where she spent the whole night. Ok so I am an attorney and I have decided I would take on this case for free just because of how stupid it was handled. And it was not like the family did not make a larger purchase while they were in sears, they did in fact buy things, and this little error on the parents for forgetting they let the little one hold an easter bunny the size of a small ball. My god!!! Anyhow if you want to complain to the store you can call them on this families behalf!
Sears
fairway rd, Kitchener
Ontario, Canada.
March 30, 2009 at 12:00 pm |
RE: SC Sears Stores….I worked a while in the Anderson SC store at the Anderson Mall. Talk about weird, first of all they are deducting way too much from employees checks. You may work a lot of over time and make only $ 200.00 that is 1980’s salaries…Also, bottom management are some of the most stupid, un-educated people I have ever seen. One female especially plays little mind games with some. She is probably 30 but acts high school age. She speaks to some and others doesn’t. In this day and time you cannot do people like that. You have to know how to manage and make sure everyone is part of the team. I wonder if the higher ups know what really goes on the floor at times. THEY SHOULD………………………
April 11, 2009 at 3:17 am |
I purchased a Kenmore Dishwasher for about $900 from the Southgate Mall Sears in Edmonton, Alberta, Canada. It worked well for 2 months and then a disgusting white film began covering all the glasses and dishes. I was worried about letting my kids drink out of the cups and eat off the plates. Since that time – 3 months, the repairman has been out twice. He admits it’s not working properly but does not know what the problem is. 5 weeks ago he said that he would put a call in to the manufacture to see what to do. Several phone calls later, including to the sales person, nothing has been done. We have been washing by hand and/ or rewashing by hand for 3 months now and am sick of this ridiculous service. We also purchased a Kenmore steam washer a dryer worth 3,000 and worry about whether we will get the service when we need it.
SEARS…. you better get better…. or I’ll hand deliver the dishwasher back to the store and sit for hours talking loudly about what a waste of money this Kenmore dishwasher is and how terrible your warranty work is…
April 19, 2009 at 12:12 am |
I got into a pissing match with a Sears store manager yesterday…
Item on sale was actually not on sale…
I called the corporate headquarters & complained about the crappy state of the store & its customer service.
The corporate office promised to send a $100 gift certificate…
I will be very surprised if it ever arrives.
May 21, 2009 at 7:30 pm |
Sears.com really really sucks. I ordered something online for pickup. There was only one store in my city that carried the chairs I wanted. They had three so I ordered all three. That is when my saga began…
A few days later I received a voicemail saying that they were sorry but they did not have the stock (even though they had indicated that…all of the other stores put that they did not carry the piece); BUT if I came in in person I could get a refund.
Now…for an online shopper, in person is not great; BUT what the heck. I had been trying to save a lot of money on shipping. So I decided to go in…it is the opposite side of the city so I take off early from work. In the mean time, they had left me another voicemail telling me my merchandise was there.
SOOOO…I go in and not only do I find that my stuff is not really there but I cannot get a refund there since I ordered it online. I even played the voicemail from the SEARS employee who left me the message. They didn’t care and did not apologize.
SOOOO….I go to the Sears.com site to try and figure out how I get a refund…the only way I can figure out how to do this is cancel the order.
In the mean time, I receive another voicemail saying I should go to that Sears location to pick up my merchandise.
I have received an email verification that my order is cancelled; but have they refunded my money….that would be a no. OH AND THE BEST…they charged my card the minute I placed the order. What kind of online shop are they running? As near as I can tell, it is fraud. They have now had my money for over a month. That is a month away from my bank account and in theirs. I have no merchandise; but I have a good 3 hours of my time investing in trying to pick the merchandise up and/or trying to get a refund.
Fraud, plain and simple.
May 29, 2009 at 11:16 pm |
Ordered a Fridgidaire top/bottom stainless steel refrigerator and THREE tines they delivered the wrong one! Each time theyr delivered the fridge with the hinge on the left when we ordered a fridge with a hinge on the right. Then on the even of (hopefully) receiving the correct and fourth fridge, Sears Home Delivery called to let me know the icemaker kit we ordered was not at the warehouse and wouldn’t be coming with the fridge in the morning! Unbelievable!
June 5, 2009 at 11:08 am |
Sears SUCKS!!!!
I purchased a battery charger from sears and it stop working (3 year warranty now!). Went back to the store about a 1 1/2 year later and recieved all kinds of crap because I did not keep my reciept. But they still have all of my info in there computer…..they will not repeat will not honor they warranty without a paper reciept! Why do they take all the info and screw you when they can ???? Because they SUX!!!!!!!!
June 5, 2009 at 11:10 am |
SEARS SUCKS IN MONTGOMERY, ALABAMA!
THANK YOU VERY MUCH!
June 11, 2009 at 10:45 pm |
Its really funny/trivial how you mention, “if you type in sears sucks, then you get 300,000 results” because if you type in sears rocks you get double the results.
I work at a sears store in west texas, and i have been told we have exceptional customer sevice (about 4-6 times/month). Occasionally we hear about problems customers have. After all it is retail. The one thing i have learned from this job is that people like to complain.
April 15, 2010 at 2:16 am |
sears has pr people working the net.
August 23, 2011 at 3:39 pm |
Good, Sears PR…send someone to the Anderson Mall Store in Anderson SC and find out how some are running it. Keeping 5 or more part time folks on working them 1 day a week, treating them like crap because people don’t want their credit cards and thats how they base the amount of hours they give to folks.
HORRIBLE treatment, bad pay and by the way Sears does suck.
June 11, 2009 at 10:51 pm |
oh and about 80 percent of these comments are pretty redundant. Which i guess is bad
only problem is they dont actually pertain to sears as a corporation
I have read problems concerning manufact. parts going out. For instance the guy who put, “I have a frigidaire….”
Hmm i wonder who sells those…? every retail store.
And the snow blower story was hilarious. You know how stupid you sound. “I think because they dont carry parts for snow blowers, sears sucks.” LAME- learn to warrant your arguments.
As for the lawyer story, that was a pretty legit. reason. Although thats probably happened once in the entirety of sears.
June 11, 2009 at 11:07 pm |
That is hilarious searsemployee.
On the first page of a google search of “Sears Rocks” you get the Official Sears site, then some links for t-shirts and trucker hats that say S.E.A.R.S. Rocks (not the store), a link to Steve Sears music on myspace, a link to a local Sears, a link to an article about Carrie Underwood rocking at Sears and one link about rocks.
Nice job. You really showed us!
People don’t love to complain. They’d much rather have no reason to complain
June 16, 2009 at 2:13 am |
i could go on to list the reasons why it sucks to work at the sears in my area but what more can i say then its been bought out and is now being run by a company thats declared bankruptcy nor once not twice but three times and after the third such declaration had enough money to buy sears. I could tell you about how the benifits are terrible and how we might still have a 401k but all profit matching has been suspended indefinatley but were supposed to be alright about that becuase in the same letter telling us our profit matching was canceled they let us know that they sold the private jet for vips saving the company millions of dollars. I could go on to site how your appliance is almost garenteed to be damaged when you get it and that service plan you bought is good for about 4 months of fustration before and if you can get any results, But i wont do that ill just give you the solution to the sears sucks problem. You ready for it? Here it is go shop at Bestbuy, target, home depot, and walmart. They might night have the Best and Greatest stuff out there but at least itll work when you get it and the person selling it to you wont treat you like some kind of ass.
June 20, 2009 at 4:28 pm |
okay fine TV Brain type in “sears is good” or “sears is great” and your results are now in the tens of millions>
you said
“People don’t love to complain. They’d much rather have a reason not to complain.”
While your argument is invalid and unwarranted, just look at half of these complaints on this page. A couple of them could be considered legit. With your statement it seems like you are complaining about complaining.
June 25, 2009 at 2:30 pm |
“If you google Sears Sucks, you’ll get 390,000 results. I’m hardly breaking new ground here. What I’d like to do is tell you why I think Sears sucks, give you an opportunity to vent your spleen about Sears, and hopefully convince a few people to shop elsewhere.”
Try googling Best Buy Sucks and you get 21 million
April 15, 2010 at 2:42 am |
what makes that statement invalid or unwarranted sears sucker? apparently you don’t know how this company’s image is suffering despite their web doctoring. sears is pissing off a lot of long time customers, trust me, people who spent thousands over the years on mpa’s and other products saying they’ll never shop sears again, and unlike most of the management of this katabolic company, these folks mean what they say.
June 27, 2009 at 12:24 am |
Stopped by sears, watched the phone ring and the counter sales just blow smoke at each other.
Glad to see the good employees at Sears giving it back to the company!!! That makes things workout when they screw everybody with there lamo customer servive! Payback is a bitch on 10!
July 1, 2009 at 1:30 pm |
I am fed up with working for Sears. I thought this would be a place to start to vent off frustrations and how crappy Sears really is; especially from the inside-out.
First off, please understand that I work over in the Parts and Service division of Sears. We aren’t really managers, just “Branch Leads”. Basically given the title, we are just to oversee the store, not make managerial decisions. Because of the title, we earn anywhere between $24-26K before taxes but we perform job duties similar to those who make $28-30K a year. And when any situation occurs that needs a manager present, we have to step up into that role, but get nothing in return. The one thing I hate most, is my District Manager gets bonuses for how well my store performs but I don’t. I’m the one training my guys and pushing them to sell while he sits in his office some 600 miles away.
Secondly, apparently any management higher than my position is allowed a travelling expense account. I understand that upper management has meetings and outings and what not, but while doing some investigation, I uncovered DAILY charges to restaurants like Red Lobsters, TGIFridays, and several others that amounted to $30-50 per visit. I’ve also seen cash withdrawals from company credit cards, Direct TV bills being paid on the company card, automotive towing charges, WEEKLY gas charges, amoung other things.
Lastly, I extremely hate how anyone higher than my position always talks down to my associates. They treat my associates like garbage, never greet them, or even try to spark up a conversation during some spare time.
What’s worst is that HR treats them even worst. I have an older associate who was out on leave because he had a ruptured appendix. He came down with pnuemonia and a gull bladder infection during that period as well. When he was finally discharged from the hospital, HR called and told me that the associate had to resume working if he was not attending rehabilitation. I mean, WTF!?! The guy just got out of the hospital and can barely stand for more than half an hour at a time.
All in all, there’s a lot more to this story. I just didn’t feel like writing a novel for you all to read.
June 1, 2010 at 5:20 pm |
Sweet… I have a job interview as in HR, do you know if the expense accounts apply to HR as well?
August 27, 2011 at 12:09 am |
Dont buy anything from sears and refuse any service from a&e factory service as that is sears in home service division. the fact that they wont even stand behind their own name should tell you something.
Every month they try something different to try to increase numbers but nothing is working for them because their priorities are off. There is a point where a company can reduce costs so much that quality of product begins to suffer. Sears is well beyond that point.
Looking at trends this company is headed out of business and good riddens!
July 9, 2009 at 12:41 am |
hey now! i work at sears, and yes, some stores are not the best. as you can see, 99% of the complaints are about SERVICE! the service SUCKS, yes, even i know this, but it is the SAME SERVICE CONTRACTOR THAT DOES BEST BUY, and other larger retail stores. so if you HATE THE SERVICE, YOU HATE A&E SERVICE CONTRACTOR!!!!! so, please, send A&E alot of letters till they fix there serivce!
if you EVER HAVE A PROBLEM! please come to your local store, and a manager in that department will ALWAYS HELP YOU OUT. the managers know that the service is not as good as the service in the store, and please, if you have a problem. come in person, and let the manager know. they will call the service company, and they will make them do what you feel is correct. DO NOT GOTO AN ASSOSICATE and execpt them to be able to do this, the managers know how to do this .
sorry about all the problems, but sears stores try there best, and there are not to many other stores that provide service as soon as you walk in.
and yes, i make $6 an hour , where minimum wage is $7.20 something.
August 9, 2009 at 1:39 pm |
No you’re mistaken. Problems with Sears seem to be a universal thing, whether calling on the phone or going into the store. This is the experience at least with my family. My parents bought a GPS and it wasn’t sealed. It must have been restocked/refurbished. When trying to return it for this reason, they said they wouldn’t return it because it was opened. And this was the people inside the actual store… STUPID MORONS!! We took it to a couple places and they said the same thing. I think finally my mom started throwing a fit in the store and I think they let her return it then.
Contrast this with Amazon.com: I bought a GPS in December, opened it, and never really was satisfied wth it. I decided THREE MONTHS LATER that I wanted to return it and get a Garmin. There was zero, ZERO problem. I got a customer service agent right away, they gave me the return labels, the only thing I had to do was pay a small restocking fee (which is understood). In a week, I had my brand new Garmin, only down about $5-10 bucks.
Sears sucks. Maybe you handle customers well, but most other chains don’t.
August 27, 2011 at 12:14 am |
hey deushcake a&e is sears under a different badge A&E is Sears!
A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!A&E is Sears!
July 9, 2009 at 12:47 am |
also, to add again, if you had a bad experience at a store. if you goto SEARSFEEDBACK.com and enter your sales receipt number. you can not only rate that store, but that emploly. so if you have a problem with you, and something upset you, you tell them. and the HIGH UP managment will bitch at the people that made you mad since it hurts him, and a higher manager will yell at him.. haha..just one bad feedback will DESTORY that stores rating. just giving you a heads up.. they will change or fire people if they need to..
August 27, 2011 at 12:16 am |
deush logic 101 folks.
July 30, 2009 at 7:46 pm |
Sears does not deliver promises… they have lost me as a customer for good… SEARS SUCKS!!
August 2, 2009 at 3:56 am |
Not only is Sears probably the worst and most outdated company in America (think Bradlees Caldor Ames K-mart (lol) lechmeres you get the point) they treat their manager and staff with so little dignity and respect i’d rather be homeless than work for them. My mother has been a loyal Sears employee for over a decade. My grandmother and I have even work for the company (she has decesed, I would rather die than work there) I have literally seen my mother work 24 hour day (on salary mind you aka no pay for this type of work) She works at as store 45 minutes away from our crappy apartment and has to pay out the ass for a hundai to drive there and the price of gas to get there. When she does, she is constanly denied respect, spoken down to and more often than not made to work 6-7 day shift at 12 hours a shift, told that she must work on her day off. I’m sure any retirement money she has is probably in worthless Sears stock so she’ll probably work until the day she dies. Im sure this is not specific to her store location because there are thousands of these store paying people nickles to work there (half a penny to the people in asia who make the crap they sell) and act like they are a still viable company in the present market. I would say that Sears will not last another 10 years and i hope all of you take solace in the fact that your post have done justice to the little people that work in such a crappy company. I started working there when i was 16 years old and i have work with people in there 60’s who dont know how it feel to make over twelve dollars an hour. I realize this is a plague in the whole industry but it hits close to home for me. I would rather die than patron any Sears store
August 3, 2009 at 3:17 pm |
Sears repaired my Bosch washer 4 months ago. It is broken again with the exact same problem. After calling Sears three times (I was “disconnected” the first two times) I was informed that they will only honor their repair for 90 days. The woman I spoke to in the executive office, Deborah, said because I A) did not buy my washer at Sears and B) did not have insurance, Sears would not help me. When Sears “repaired” the washer the first time, these conditions seemed not to apply. I suppose these conditions only apply when Sears is asked to re-repair the shoddy repair job they originally performed.
Also, dealing with the repair department originally was a fiasco. They ordered the wrong part and only after I personally called Bosch and had them e-mail a breakdown of the washer parts could Sears order the correct part. The entire process took 1 month. I swore I would never use Sears again, but I did want them to re-repair the job they completed 120 days ago. I always liked Sears before, but the quality of service has declined to the point that I will now take my business elsewhere.
August 7, 2009 at 12:15 pm |
The Sears store in Anderson SC has got some bad problems. Recently was in there trying to purchase a mark down item that rang up wrong price. The clerk paged for Manager help at least 2 times and no one ever came. She was very nice and apologized so off I went. Also, what is up with all the register areas taken away? You have to go on a hunt to find a check out register. How sad!! Sears used to be so nice but those days are gone……
August 10, 2009 at 12:28 am |
i worked for sears for about 4 months, and then i got fired. my boss was an arrogant, anti-gay douche bag, one of those kids people totally made fun of in early childhood years. hmmm… i kinda find it funny that most of the gay cashiers were fired “because we weren’t getting people to apply for sears cards.”
majority of the remaining cashiers left are attractive filipino women in their college years, GO FIGURE.
i don’t care anymore though. they fire me without any notice, i was getting paid minimum wage, and they would shut off the air conditioning in an effort to “cut costs.” biggest BS ever.
why can’t sears just do us all a favor and go bankrupt already?
August 10, 2009 at 12:35 am |
oh yeah, and when you get fired, HR does jack shit to help you.
August 11, 2009 at 3:21 pm |
Dear Sears Customers,
My name is David and I work for the Sears Cares Team. We would like to speak to you regarding your disappointing experiences with Sears. Please contact us via email at searscares@searshc.com so we can further discuss your concerns. We hope to hear back from you so we can work together on finding a solution to meet your needs.
Thank you,
David V.
Senior Case Manager
April 15, 2010 at 2:57 am |
sears only cares about getting as much of you’re money as possible.
May 28, 2010 at 4:50 pm |
“Your”
August 12, 2009 at 1:54 am |
I purchased a craftsman mower from Sucks, I mean Sears, in 2004. The mower worked fine the first year and went downhill after that. Every Spring there is something wrong with it. And it usually breaks every July as well. So it is broken right now, had repairman out here yesterday. First of all what a rude, nasty man. He was so mad at me that the mower didn’t break down in a more convenient place, like closer to his truck!! He even told me that if he got bit by one mosquito, “I am outta here”. I wanted to say well sorry this product from your store keeps friggin breaking down. But I remained calm and was still nice to him. He “fixed” it and I paid 300.00. Well today I was finally gonna cut my lawn since waiting so long for an appointment you can imagine how high the grass was, well the damn thing wouldn’t start. I called to have someone come out, hoping it will be covered since that is why he was here. Next available appt. is 8/21!!! I am so fed up with Sears.
August 12, 2009 at 7:14 pm |
To Kris,
I’m sorry to hear that you’ve had and are having this experience with your tractor. You shouldn’t be having all these issues. I am also very concerned about the technician’s demeanor while he was at your home. That is absolutely unacceptable and needs to be addressed. We also need to get a different tech out there much sooner than 08/21. My name is Brian and I’m part of the Sears Cares escalations team. At your convenience, please contact my office at searscares@searshc.com so that we can get this taken care of for you. In the email, please provide a contact phone number and the phone number the tractor was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (Kris) used to post here for reference to this issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
April 15, 2010 at 2:58 am |
sears only cares about getting you’re hard earned money.
August 20, 2009 at 7:22 pm |
RE” To the Sears Case Managers…1st Step is to look closely into Management and Supervisors…Multiple Problems..they should consider how treating employess full or part time in the correct manor..not hateful are sneaky but up and up..you would see quite a improvement in their performance 2nd..please make sure that througout the stores there are proper register sites..3rd make sure that when a manager is summoned with a customer problem or question they tactfully go and assist before customers become irate for having to wait so long…4th Sears prices are very good right now, the quality of clothing is good thats certainly not the problem…If the above notations could be resolved then I think Sears would be in good shape as far as customer and employee satisfaction.
August 21, 2009 at 7:09 pm |
Sears sucks!
When we were getting ready to welcome our son to the world we went to Sears to buy some bedding and the people there pissed me off so bad I swore that I would never go back…but it’s been over 5 years and frankly, I forgot that I had sworn I would never go back there. Big mistake!
We came back from a date Saturday night and our babysitter for the night, a lady cleans the house for us once a week, gave us the bad news that our dryer had died. She was getting a little work done while our Little Man was asleep and we were enjoying dinner and a movie.
So we go out to Sears on a Sunday figuring ‘Washer and dryer? Sears, right?’ No. Not Sears. Sears sucks. Sears is bad and wrong!!!!! Well, we went and bought a washer and dryer and, of course, the price for our dryer was way higher than the floor model. Why? Because we use propane to heat our house and to dry our clothes. My wife had told Joe Ikes that we use propane and I confirmed this when I caught up with Mrs. O’Leary and Mr. Ikes after keeping our son busy and out of the way. I re-confirmed that we use propane when I first met Mr. Ikes and again after finding out why the price was higher [BTW – the bait and switch really pissed me off but that’s not why I am writing this].
So I mentioned propane again after noting that the price was much higher than the floor price and Mr. Ikes said he understood as he keyed in our information.
So, to review –
My wife mentioned we used propane when she first met Mr. Ikes and repeated this as she was checking with me as I met Mr. Ikes.
That’s 2 times my wife mentioned propane and an additional mention from me.
When I saw the price difference between where the floor model was tagged and what we were being charged I walked Mr. Ikes, Mrs. O’Leary and our son over to the floor model to note the difference and was told by Mr. Ikes that the reason our price was higher was because we use propane.
That’s my 2nd mention to Mr. Ikes and his acknowledgment that there was a difference and that the difference was due to the fact that we use propane. I mentioned again that it was a very high price and that it didn’t seem fair just because of our using propane.
That’s my third mention.
Now we told Mr. Ikes that the only reason we were in the market for a washer/dryer set was because we needed one to be installed and operating in a day or so. We could go elsewhere but if he could guarantee that we would be up and running we would just make our purchase at Sears. Of course I am at fault for trusting a sleazy, greasy salesman at Sears for this but the gods and Sears have since punished me for this trust.
To be fair, the washer showed up as promised on Tuesday and was installed without a hitch. Of course we haven’t really used it all that much because we don’t have a dryer working yet so more on that if there’s a problem…
We got a phone call from the installer confirming that we had a gas hookup for our dryer and I told the lady, no, we have propane.
I should have known to go back and deal with Sears then but I thought, ‘Oh. That’s weird.’ and I waited for the next installer to call because the very nice young lady at the gas installer said sorry, but no, they don’t do propane and that she would have to transfer our paperwork to someone who did propane installations. I got a phone call from a propane guy later that afternoon and said, great, see you tomorrow and I waited for the propane guys to show up with the dryer.
Of course, they showed up ready to do a gas installation. Why? Because despite our repeated statements regarding the propane hookup at our house Joseph Ikes, the man who sold us the washer and dryer, either stopped listening to us when we told him we used propane the first time and so did not hear the next few statements regarding our use of propane to heat the dryer he was selling us or he keyed in the wrong information.
Either way – Joe Ikes fucked up. He either didn’t listen or he did listen to our repeated comments and simply entered the wrong information when he rang up the sale.
When the installers showed up they couldn’t do their job because we didn’t have a propane conversion kit because as far as they knew this was going to be a standard gas installation. Apparently this isn’t the kind of thing you can buy at a supply house anywhere near us and we would have to wait for it.
I spent time on the phone [and boy was I angry] talking to a guy named Ken who seemed nice enough and like he was going to try to help me out. He was either honest [but how can I tell at this point?] or did a good job feigning horror at the idea that Joe, who has been around Sears for a long time [of course he has!] screwed up. After all…Joe trained Ken!
I called back and got Ken on the phone again after 2PM when I was told Joe would be in for work that day and Ken’s attitude had changed. The past was the past, he couldn’t do anything about it we just needed to move forward. To his credit he did apparently make it so that Sears would eat any additional cost of installation for the propane conversion kit and he was trying to help. I asked him if he had the chance to talk to Joe and he told me Joe said we hadn’t told him anything about the propane in our house [see my wife’s 2 X and my 3 X above]. I told Ken I wanted to speak to Joe.
Joe told me over the phone that neither my wife or I had said anything about propane. If we had he would have rung up the sale differently. I confirmed with him that it was his position that I was lying and he said yes. At that point I asked for his manager.
Cheryl, Joe’s manager, is apparently in charge of cleaning up after morons like Joe Ikes and for that I genuinely feel bad for her. To her credit, because Joe had called me a liar she made it so that Sears would not only eat the costs of any additional installation charges [please note we are paying ~$150 for installation on the dryer as part of the bill Joe rang up] but that Sears would eat the cost of the ~$30 part. Cheryl made it so that someone would personally deliver the part to the installers Friday AM.
But that’s not the point. I didn’t set this whole thing up to save a few bucks on parts and service. The whole point was to get a washer and dryer installed in a matter of a few days. We asked for that promise that it would be done and that promise was broken. On top of that I was called a liar and have had to do more follow up than is acceptable.
Eating the cost of parts and installation [above and beyond the ~$150 we were already billed] was, literally, the least Sears could do for imposing this situation on us after breaking their promise, doing a lousy job ringing up a sale on a washer and a dryer [I mean, how hard is this? Isn’t this what Sears is supposed to do? Isn’t this what their brand recognition is all about?] AND THEN CALLING ME, THE CUSTOMER, A LIAR!
Where I come from when you make a mistake you own it and try to make up for it. The way I was raised, and taught to take care of customers in my professional life, was you did what you had to do to take care of your customer because it wasn’t just a one off thing. You wanted a customer that would be a source of repeat business, someone that would come back to you over and over again.
That’s how you put the custom into customer. Now I am just an angry man ranting about how much Sears sucks. Is this what Sears really wants to have happen?
Not leaving this to chance I called Friday AM to check in with Cheryl. Oh no, Cheryl was on vacation today but was there something we could do for you? When I said my name there was instant recognition and I was told someone would call me back with an update.
Of course, I’m just sitting around with nothing to do, right? I mean, I have all day to dick around with Sears, right? It’s not like my time is worth anything or that I have anything else to do…
Also of course no one called me! So I wait until after 12 noon and I call back. Apparently Steve was supposed to call me but he never did. I got Steve on the phone and it sounded like instead of calling me he was out doing bong hits somewhere where no one would see him. Frankly, if I had to work at Sears with people like Joe Ikes I would have to be pretty high too.
No, the part went out that morning and the installers should have it by now. No, he didn’t have a phone number for the installers.
No, it wasn’t easy to find them either.
So, in the end, I was lied to and then called a liar. Sears wound up wasting a few days of my life but made the sale. A few people had to do a lot of work to make up for the train wreck that is Joe Ikes and me, well, I have learned that SEARS SUCKS yet again and that swearing to never go back to their store is not good enough. I have to write a list of all the stuff I must never do again and post it someplace in my house, maybe on the door to the garage, so that I never get into my car to go do something I have sworn to never do.
Like go to Sears ever again.
Sears will be at the very top of that list. I’d better go write that list up now so that I remember to never go back…
April 17, 2010 at 8:56 pm |
Thanks for the life story, it was truly too much Information!
August 21, 2009 at 9:46 pm |
To Mr. O’Leary,
In reading this thread, I wanted to reach out and tell you how sorry we are to hear about this. You should be treated with the utmost respect and attention during any interaction with a Sears associate. We do not condone in any way how you and your family have been treated and I am glad that the store manager was able to step in and offer some concessions as an apology. If necessary we will be glad to investigate this further. I know that nothing can make up for a bad experience. Purchases, especially large purchases should be a positive experience, not something that causes one so much frustration and time from family and life. My name is Brian and I am part of the Sears Cares escalations team and we want you to know that we are available to help in just about any situation you may encounter, if you decide to shop with us in the future. I assure you most of us take our jobs very seriously and we hate to see things like this. It reflects badly on the rest of us.
You can always contact my office via email at searscares@searshc.com with any issues, questions, or experiences you may have. In the email, please provide a contact phone number and an explanation of the situation and we will call you directly. Also, please provide the screen name (Mr. O’leary) used to post here for reference, and we would be happy to talk with you and provide a resolution
Thank you,
Brian J.
Senior Case Manager
Sears Cares
April 15, 2010 at 3:00 am |
sears only cares about making you poorer selling you crap.
August 26, 2009 at 3:23 am |
My husband and I recently had the most frustrating and disappointing shopping experience with Sears. Like a number of other people who have posted to this site, we chose Sears because our parents shopped there and it has been ingrained in us that Sears is where you go for home appliances. Having just bought our first home – 59 years old with all the original large appliances – we knew that we would be making a number of major purchases in the near future. Our first was a dishwasher on August 5.
Unfortunately for Sears, our first major appliance shopping experience is also our last.
I will spare the gory details, but our problems included:
– Confirmed delivery the night before, followed by a phone call the morning of our delivery telling us our merchandise was not available
– And wouldn’t be available for two weeks
– Three hours on the phone with no less that a dozen customer service reps from four different departments
– Another hour of my time thoroughly reviewing Sears’ return, cancellation, delivery and purchase policies NONE of which were as “specific” as what I was being told on the phone
– Inability to change our order to a different model (which two service reps suggested) for faster delivery
– Inability to change my order because I paid for it with gift cards (gifts from my parents) and inability to find said policy on the website (see above)
My husband and I both work in PR for international companies. Frankly I’m embarrassed for Sears. Not only for its inexcusably poor customer service, but especially for its inconsistent and ill-communicated policies – or seeming lack of policies altogether. In all of our attempts to find a positive or at least moderately satisfying resolution to our questions we have found none.
I’m encouraged to see Brian J from SearsCares on here responding to posts. Clearly this site has the company’s attention and they’re making an attempt to triage the myriad of problems that are being voiced here. I’m going to email Brian and see if I get a response.
Tomorrow, supposedly, our long awaited dishwasher is arriving. However, it’s 8:15 at night and we still haven’t received confirmation of our delivery window. If tomorrow doesn’t go well, I’ll be back on this site to post in full the three page letter my husband and I sent to the CEO of Sears last week that details our sub-par shopping experience.
August 30, 2009 at 12:39 am |
Sears Reno,NV. Sucks! I was contacted by sears to become a service tech I arrived on time and, nicely dressed; as, I was applying for an appliance job, I brought with me the schematics and, repair codes for the full line of current Sears (whirlpool.GE,Maytag) etc. appliances. Having been a service tech for, 20yrs. I expected to meet with a qualified supervisor who would assertain my skills. What I got was a “Service Manager” that took my papers and, never returned them;
handed me a “test” for an electrician. The test had no value; there were no appliance-specific questions! No one ever called me back with the “results” I called them and, they said they hadn’t scored my test yet!
Obviously; they do not want qualified tech’s that can and, do, enjoy solving customer’s problem’s.
April 15, 2010 at 3:01 am |
they are too damn cheap to pay you a human wage.
September 7, 2009 at 8:48 pm |
I think you have to be retarded to work at Sears (no offense to the mentally disabled). Items to be delivered are always delayed or out of stock, their POS system sucks, and if you have and use a Sears card to shop there it is actually HARDER to buy something.
After trying in vain to purchase $2000+ in yard equipment today in store (they couldn’t process my Sears card) I tried ordering on the internet. Same problem with credit card. Called credit department, was told card had expired (it hadn’t). Tried to apply for new Sears card, told by the CREDIT DEPARTMENT that I needed to go back to the store. Finally used my Visa card on-line to make the purchase, along with using a $25 on-line Visa coupon. Coupon showed as valid throughout the entire transaction until I clicked on “complete order”. The system then charged my card the full amount, no coupon honored.
I was stuck on purchasing Sears merchandise this time, won’t happen again. My only satisfaction is that I have a job that allows me to interact with people who are purchasing homes – it is my new duty to steer them away from buying any appliances from these clowns.
September 8, 2009 at 2:43 pm |
To Tommyboy,
My name is Brian and I am part of the Sears Cares escalations team and I’m very sorry to hear about this experience with your purchase. I couldn’t say what happened with your credit card and I apologize that I cannot address credit issues since the card is actually with Citibank, but we can look into what happened with the discount and make sure you get what you are supposed to get on the purchase. Any website can have a temporary issue especially with real time discounts, but we would like to look into this on your behalf. At your convenience, please contact my office via email at searscares@searshc.com. In the email, please provide a contact phone number and the phone number the yard equipment was originally purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Tommyboy) used to post here for reference to this issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
September 22, 2009 at 3:58 am |
sears fired me after working there for 2 years. because the computer screwed up a transaction and rang a additional 6 months interest free financing on a crappy $250 tv. lake jackson, texas sears, stay away from it, smells worse than a ……
September 22, 2009 at 9:49 pm |
I purchased a faulty elliptical exercise machine from Sears for over $1K. It didn’t work from the beginning. We were told they would send a new motherboard to fix the problem. We installed it and the machine still didn’t work. In the meantime, our 90-day window for returning the piece of junk was aproaching, so I called the store manager at the Westfield (Annapolis) mall. The manager never accepted nor returned my calls and did not respond to my letter. My husband went to the store personally, but the manager “was not in.” I was eventually told, by phone, through an assistant that I should not return the equipment since another part (the second) was en route. Sure enough, the 90 days expired, I could not return the elliptical and the part did not fix the problem. The Sears HQ in Chicago also failed to respond to me, though I called and wrote several times. I wound up having to pay for a lousy piece of junk that didn’t work. SEARS SUCKS!
September 23, 2009 at 3:17 pm |
To Sandra Erbe,
I’m very sorry to hear of this situation with the purchase and operation of your elliptical unit. We always hate to see something like this happen, especially so soon after purchase. It is even more unacceptable that you could not get in contact with a Manager. Typically we can resolve most issues more quickly with a simple service call than to have a complete replacement. That being said, if the service does not resolve the problem then we need to look at alternative solutions. My name is Brian and I am part of the Sears Cares escalations team and we can certainly look into the situation and determine what can be done. At your convenience, please contact my office at searscares@searshc.com so that we can discuss this. When you have a moment, please send an email. Please provide a contact phone number and the phone number the elliptical was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (Sandra Erbe) for reference to this issue and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
September 24, 2009 at 6:45 pm |
Dear Brian:
I just received a fractious call from Edwin C. who indicated that I was misleading in my blog post. He said I made it sound like this incident just happened, but since it happened a year and a half ago, there wasn’t anything that could be done about the problem. He went on to say it was a NordicTrack problem, not a Sear problem. I hope the call was recorded because it was a very unpleasant experience, though he did offer to send me a gift card for my trouble. What’s wrong with Sears???!!! Don’t you all get it? Don’t have someone call me and tell me it’s my fault for sharing this problem 1.5 years after it happened when I spent the better part of a year trying to get a response from Sears–all to no avail. This Edwin guy was rude and insulting.
September 24, 2009 at 9:02 pm |
To Sandra Erbe,
Allow me to apologize to you for the situation. When we post to an issue asking for a customer response as I did here to you, we don’t have all the information so I couldn’t have known all the particulars of the issue. When I posted to your complaint, it did sound like this was a new purchase and if it was within the first 90 days of purchase then we could have set up a replacement for you, without hesitation. Nordic Track does not allow us to handle any aspect of service or maintenance on their equipment, so that leaves us with very few alternatives when it comes to situations like yours, outside of the first 90 days of purchase. I am sorry that we could not be involved in the process back then because we would have liked to have helped. I know that Edwin did not mean to sound rude or insulting, and I have talked with him on this issue to verify what happened. Although, we could not provide any help to you in this case, we most definitely wanted to talk to you to see if there was something we could do to assist. Our policy is to at least reach out to you so we can determine if there is anything that can be done for the situation, as opposed to not contacting you at all and possibly missing an opportunity to help. Because we couldn’t assist we wanted to offer some type of concession as an apology that we were unable to do more for you. Nordic Track simply will not allow us to do more. They are the manufacturer and we must abide by their policy or we cannot sell their equipment in our stores, thus limiting the selections you as the customer have to choose from.
Again, I apologize that we couldn’t be of more assistance, and I assure you we are available for you in the future if we can be of assistance with any other product you may have.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
April 18, 2010 at 9:09 pm |
In other words they cant help you and since it is outside the 90 days which you made clear in your first post, they just plain dont give a damn. SEARS SUCKS!!!
October 14, 2009 at 4:37 am |
Did any one ever have their house texture painted by Sears in the 90’s? I believe my moms house was done by Sears, but I can’t find the paper work. It was supposed to have a life time garuntee, and it’s chipping off everywhere. Thanks for any help you can give me.
October 18, 2009 at 5:55 pm |
I purchased a Microwave in 2003 and in 2004 the magnatron died, which is what heats the microwave. It was under a 5 year warrentee so I didn’t have to pay anything however, 5 years and 2 months later it died again. Sears wants $75 to send some moron out to tell me it is broken and needs to be sent in for a new magnatron and that it isn’t covered under warrantee…. Great Thanks Sears.
I will never by another Kenmore product as long as I live.
October 19, 2009 at 6:56 pm |
To Brennels,
I am very sorry to hear about the problems you’ve encountered with your microwave. My name is Brian and I am part of the Sears Cares escalations team. We hate to see things like this happen, and we certainly would like to look into the situation on your behalf to see what can be done. We should also have some options available to help with this situation. At your convenience, please contact my office via email at searscares@searshc.com and we would be happy to see what we can do to help. In the email, please provide a contact phone number and the phone number the microwave was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Brennels) used to post here for reference to this issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
November 8, 2009 at 5:33 pm |
hey brennel…fisrt of all not all of us techs are morons! sounds to me like you are.
brian…sears cares my dying butt.
November 16, 2009 at 4:50 pm |
OKAY…. Here we go! At one time I bought a fridg, dishwasher, stove, washer, dryer… all in 2006! I have had problems with every product I bought. Most recent the stove. They said it would be cheaper to buy a new one. LOL…$700.00 dollar stove! I should have a Roper!
November 17, 2009 at 12:00 am |
To Misha,
My name is Brian and I’m part of the Sears Cares Escalations team. I’m very sorry to hear about these issues and we would like to be of some assistance. At your convenience, please contact my office via email at searscares@searshc.com and we will be happy to see how we can help with this situation. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Misha) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
November 17, 2009 at 12:06 am |
Hello, friends.
I sympathize, as I have had extremely frustrating issues with Sears. However, I do suggest that you give Brian J., Senior Case Manager of Sears Cares, a chance to help. I was almost too upset to speak with the Sears folks after nearly two years of frustration and lack of concern from the many reps I encountered. Finally, through this site, Brian contacted me and helped resolve my problem, reimbursing me for the loss I had encountered.
Good luck to each of you and I hope you reach some sort of resolution!
November 19, 2009 at 3:48 pm |
I have bought 2 items from sears a lawn mower and a 19 inch TV,samsung and a craftsman lawn mower. Both failed to work shortly after I brought them home. With the lawnmower was repaired under warranty and broke again. The second time it broke I paid sears to fix it. When I got it back I noticed they replaced the blade and skirt which I did not ask for. I paid took it home, it broke again. I threw it away. With the TV, it worked for 3 weeks, failed I’m still waiting to get it back. It broke in April , today is Nov 19. Sears is an dishonest, amoral company. Do not do business with them, warn your friends and loved ones so you don’t have to go thru What I have experanced
November 19, 2009 at 10:38 pm |
To David Samuels,
I’m sorry to hear you’ve had these problems with your mower and TV. I can’t understand why the repair center would have your TV for so long. We certainly need to look into your situation and determine what we need to do to resolve your concerns. My name is Brian and I’m part of the Sears Cares Escalations team and we can help. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the TV and mower were purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (David Samuels) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
December 3, 2009 at 3:03 pm |
Dishwasher broken…..AGAIN. Have the extended service warranty. Make appointments that SEARS doesn’t show for….AGAIN. Lied to repeatedly about calls supposedly being made to my house to let us know the repairman wasn’t coming….Calls were never made to alert us. I was here waiting and the phone never rang once. Seriously considering driving the dishwasher to the local SEARS and dropping it in the middle of their sales floor and explaining to any customers EXACTLY why I am doing it and what you get when you buy from SEARS and purchase the service plan. After the dishwasher goes I only have 1 appliance left in my house purchased from SEARS and it will absolutely be the last. I wouldn’t buy as little as a friggin pen from the company again.
December 3, 2009 at 10:44 pm |
To Lou,
My name is Brian and I’m part of the Sears Cares Escalations team. I’m terribly sorry to hear of the inadequate service you’ve received from our Service department. I don’t know why we can’t get the repair people to your home. This is unacceptable by any Sears standard and we would really like to determine the cause so we can help get this resolved for you. You should not have to be put through something like this, especially if you’ve had the problem in the past. We can get this resolved for you. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. 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) and we will call you directly. Also, please provide the screen name (Lou) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
December 7, 2009 at 3:31 pm |
Thanks Brian but Best Buy will be here at my house later today to install a new dishwasher and remove the Sears product. I am not gonna rant and rave about SEARS. I am just simply done with SEARS.
December 4, 2009 at 4:19 am |
To all you morons! Sears sells the same appliances as any where else!Kenmore is currently made by whirlpool!
I am a service tech. I am fully licensed Gas fitter 2 and refrigeration and have a College diploma. So I m more than qualified!
I’m just as sick and tired of all the crap our department pushes on us! Just so you know we make $20 hr, we dont make any extra unless we sell you something!Thats right! I am pushed to sell you crap or I will get written up if I dont make my quota! I am scheduled any where from 9-15 calls a day! To be completed in 7.5 hrs,they refuse to pay us overtime unless it is approved! We dont get a raise, this year or last!
************PLEASE READ******************************
YOU CUSTOMERS SHOULD TREAT SERVICE TECHS BETTER! WE ARE THERE TO HELP YOU! WE DID NOT DESIGN OR MAKE THESE APPLIANCES! IT IS IMPOSSIBLE TO RECIEVE TRAINING FOR EVERY SINGLE APPLIANCE WE SELL! WE DO OUR BEST TO GET TO EVERY ONE EVERY DAY AND ALL YOU DO IS BITCH AND COMPLAIN TO US! EVERYDAY I WISH I DID SOMETHING ELSE FOR A LIVING AND AM CURRENTLY SEEKING OTHER EMPLOYMENT!WHICH MEANS THAT BECAUSE OF YOUR TREATMENT THEY WILL SEND SOMEONE LESS QUALIFIED AND ITS YOUR OWN DAMN FAULT! GIVE US A BREAK AND MAYBE THANK YOUR TECHNICIAN FOR BEING THERE FOR YOU! IT IS NOT OUR COMPANY AND NOT OUR PROTOCAL WE DO WHAT WE ARE TOLD TO DO BY MANAGEMENT!
SICK AND TIRED OF SEARS? SO AM I! SEARS CUSTOMERS SUCK!
December 4, 2009 at 6:21 pm |
Sears really does suck and all of the customer service for shopping online are a bunch of liars. First of all let me start by saying on saturday 11-28-09 I tried to purchase an xtreme xb502 moped scooter, and all was good until after I clicked to purchase it told me the ship date would be 12-21-09 to 12-23-09 ..hellooo to close to christmas to chance right??? I tried to cancel but was told my order was processing. I called the customer service number and was told that the order was processing, but that it shouldnt take this long to process and they cannot get a response from the vendor so he will expedite the order and everything should be resolved and call back the next day to see when product is shipped…. ok but you just took my money and you wont send product for 4 weeks but you can’t cancel???? So I call back frustrated when I find out I can order same thing with free shipping from amazon.com and save $115.00 So since it is 4 days later and my order is still processing, I call back and get this wonderful customer service rep who assures me that she doesnt see where anyone is working on this problem but that she has cancelled the order and my account will not be debited and that everything is resolved. So i order from amazon, only to find out today that the money has been debited from my bank account and when I call to find out why Sears says that they cannot get a response from the xtreme vendor that they use and they will not refund the money until they get a response from the vendor….. What a bunch of crap since Sears has my money and not the vendor… I didn’t order through the vendor I ordered through Sears and Sears is supposed to be all about customer service but apparently they dont mind ripping the customer off!!!
December 7, 2009 at 3:17 am |
June 20, 2002, 25-year roof shingles and attic vents installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract.
I called Sears rep within days of installation to express concern about the placement of Maxi Vent. Even an old woman knows it should be as high as possible, near the ridge. It is half way down the roof. The rep, Ken Campbell, looked from the ground, on one side, and said it was good enough. Against my better judgment, all I could do was hope for the best.
That summer, I noticed excessive falling off of granules from shingles.
July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. (1-800-220-5635) It took several calls before someone got back to me.
July 31, Marc Page from Sears inspects roof. Without hesitation, he informs me that ventilation was not properly installed, that this was causing the problem and it was Sears’ fault.
He immediately phoned a claim under my name to BP, the shingle manufacturers. He told me it would take 6 to 8 weeks to process claim. That seemed strange, as my contract was with Sears, not with BP.
Afterward, I visit Maxi Vent website and found, according to their very clear instructions, that indeed the ventilation was all wrong.
Aug 17, BP inspector checks roof. No report as yet from BP.
Concerned that this be fixed before winter, I made numerous calls to Sears Ottawa office. Often, my calls were not returned. Occasionally, spoke with Marc Page, Robert Gooden, also a person called Doug.
All I got were excuses, pretexts and gobbledegook. One of them told me Marc Page didn’t know anything about roofing. Later in same conversation he said Page had been a roofer before going into sales. Another time, October 1, Gooden said it was the first time he heard of this case. (I first spoke with Gooden July 27 ’09)
October 9, I got fed up and emailed Corporate Customer Service, (case # 1558677) who passed my complaint back to Mr Gooden.
October 13, Gooden calls me and grudgingly says he will come and see himself. Never showed up.
October 16, I called Gooden and offered this interim solution– Since it is now too cold to put on shingles, would he fix the ventilation now, and shingle next Spring. This would at least prevent ice dams and water leakage.
He agreed and said he would schedule it this week, Monday or Tuesday (Oct 19 or 20) Still nothing happened.
I feel through all this that they are deliberately stalling and avoiding the issue.
I am a 70-year-old woman, living alone on a shoestring budget. I cannot afford this kind of thing. Until now,I always thought of Sears as being reliable and trustworthy.
I tried to be very reasonable and patient. I hope they are not trying to take advantage of an old woman.
I see winter coming on and manning buckets to catch water drips.
I am disappointed beyond words with Sears. Yes, Sears SUCKS
December 7, 2009 at 8:45 pm |
To Jennifer Proctor,
My name is Brian and I’m part of the Sears Cares Escalations team. You have every right to be upset about this situation. We should have cancelled the order immediately and not on the second call. Unfortunately, the representative was correct in that we have to contact the vendor/manufacturer and have the order cancelled so that they, and in turn we, can release the credit back to you. That being said, we would like to talk with you about this and see how we can help. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and the phone number the moped was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Jennifer Proctor) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
December 7, 2009 at 8:57 pm |
To Evelyn Belec,
My name is Brian and I am part of the Sears Cares Escalations team. I am very sorry to hear about this issue with your roofing and ventilation. It sounds like you’re in Canada and unfortunately we cannot address issues in Canada. We do have Canadian resources that we can send your information to however. You can contact my office via email at searscares@searshc.com and we can forward your issue to them. In the email, please provide a contact phone number and the phone number the roofing was contracted under (if different than the contact phone number) and we will be happy to forward it to our Canadian counterparts. Also, please provide the screen name (Evelyn Belec) for reference to your issue.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
December 8, 2009 at 4:31 am |
For the most part I have had very positive experiences at Sears. I really cannot complain. There has been, that I can remember, but one inconvenience in the entire time I have shopped with this company. But an inconvenience is to be expected from time to time. That is nothing new and will eventually happen at any retailer. One of the things I thouroughly enjoy about Sears is how they made it very convenient for me if I want to buy something and it turns out they are out of stock in the store. They have what is called ‘store to home.’ Meaning, if I go in the store for, say for example a shirt, and they don’t have it in stock in my size, I can order it online on one of the computers IN the store and they will ship it to my house for free. If you look at walmart, you can order things online, they will not charge shipping only if it is delivered to the store. With Sears, it is sent to your doorstep at no shipping cost. Friends and family VIP sales are always great too. During these special sales, which usually take place once every couple of months, everything in the store is an additionaly 10 to 15 percent off. Frankly, I have not had any dissapointing experiences with Sears. I would recommend it over and over again to all of my friends and everyone I know.
December 8, 2009 at 1:27 pm |
“Store-to-home,” VIP sales, who are you kidding? You obviously work for Sears’ marketing department.
January 10, 2010 at 8:45 pm |
This person does work for sears
December 14, 2009 at 12:33 am |
Stick your head out of your ass punk
December 13, 2009 at 3:00 am |
I work at sears. I have been employed there for yrs. The thing is that there is no training for the techs. Appliances just come out and we are told if you are asked say “I have been trained” this is a bunch of BS. The reason for this is the higher ups would rather keep the money in bonuses or give it to CEOs that they fire rather then spend it on the employees. We also hear a lot of customers say “I buy everything at sears” to this we say dumbass we buy nothing at sears. why would we it is all the same made in china crap as you find at wal-mart. The bottom line is sears doesn’t give a damn about their employees we don’t get a cost of living raise, Christmas bonus, tool allowance, paid med. or dental, or decent yearly raise. We hear that a CEO was fired and given a $300 million out the door payment. The rest of us that are trying to do a good job get the shaft. Knowing that the company that you work for doesn’t care about you why would you do a good job? We get crap from sears and some customers, after a while we say screw it. If the customer gives us crap we make them wait, even if we have the part in the van. WE ARE TREATED LIKE CRAP AND THE CUSTOMER SUFFERS, SORRY BUT THAT IS THE WAY IT IS.
December 14, 2009 at 12:36 am |
Hi, my name is Bob Diaz and I am currently a manager at Sears. I love working here, especially when my hot ass softlines MCA’s are there. I love snapping their bras, making rude sexual comments, talking shit and most of all treating all the mexicans like crap because they’re afraid of my position.
Yes, i love sears
December 14, 2009 at 1:24 pm |
i worked for sears for approximately two years. and what i realised was that the manager don’t do anything but sit and plan on how to fire people and leave the store empty. all they say is” be careful, or else someone is gonna loose his job” just because a controversial customer makes a complain even after u give him/her good service. their management skills are very bad.they even advertise a product for a particular price probably in the paper/web/ or flyers; you can go to the store to buy what you saw and you’ll be told ” we are sorry we don’t have any idea about the advertisement in the paper”..the whole place sucks
January 2, 2010 at 10:05 pm |
Sears people are outright liars and theives. I am still waiting for a bumper to a lawn tractor that they promised free if you purchase a bagger at the same time. I called service several times to find that the part is in stock, is out of stock, on backorder, only available in California — all in the same phone call.
After calling many times for what they promised me, I finally gave up. I spent over $2600 for the tractor and accessories and this is how they treat you. All for a $29 item.
They will never get my business again and I have a good mind to make their lives miserable as they have done with me.
January 4, 2010 at 7:09 pm |
The Sears store in SC..mall store has real issues with upper staff. Problem, they will make out the weekly schedule and low and behold in a day or 2 they go back and change it. Many people there are part time employees and don’t get in much to re-check the schedule after the first one. Then they get pissed if you show up on the scheduled time from the original schedule. This is not working people. If you continue to do this at least have the business sense to call and let these people know. They cannot read minds!! If this was done, you would have people there on time, enough
register coverage and the most important thing (Good Employee Performance)…Why do they not get it. Thank God I am in school trying to better myself so I want have to deal with such crappy business ethics.
January 5, 2010 at 5:02 am |
I purchased 4 Michelin tires from your auto motive dept. here in Modesto Ca. Vintage Faire Mall. I thought I was getting a deal they were about $150. Less than a local dealer plus it included alignment. My new tires were installed and the alignment was also done. I was handed a print out of the alignment results I put them in my glove box and drove away very satisfied with my purchase. As I drove away I notice that my steering wheel was vibrating at approximately 65mph and my truck was pulling right. When I got home I looked at my print out and noticed that several of my alignment specifications were out of spec. I called sears and spoke with a manager and he said to bring it back and they would look at it. They found that both the balancing and alignment where not done correctly. I waited another 2hrs for them to correct their mistakes. That was the beginning of my nightmare with my local Sears Auto dept. The second time in I was going to get a simple tire rotation and balance. I requested the same tech who corrected the problem when I initially purchased my tires his name is Francisco. I was told by the manager that if I requested a tech I could expect my wait time to double I felt as if he was getting back at me for requesting a tech, instead of insuring that I was a satisfied customer. Francisco did a good job and I left. My third time in I again requested Francisco, and I could tell that the manager knew who I was (“the SOB customer that request quality service”) I waited for my truck, I stepped in and made a couple of purchases in the Sears store. When I picked up my truck Francisco apologized for not working on my truck, he informed me that the manager had pulled him off my truck to work on another car, this is after I waited over 1.5 hrs for a simple rotation and balance. I drove away and the job was done satisfactory this time. This last time I took my truck in Francisco was not in, I requested a tire rotation and balance, the tech’s name was Jaime, and he completed the job. As I drove away I immediately notice the balancing was off my steering wheel was all over the place. I brought my truck back, informed them that the balancing was off Jaime drove my truck into the bay, as he was driving out to drive into the bay he sideswiped a stack of tires with my truck. Luckily not serious damage was done but it showed what they thought of my truck and me. Other nearby techs who saw him hit the stack of tires but did not know it was my truck that just got sideswiped started laughing. When I asked them if they thought it was funny that my truck just got smacked they got straight faced and scattered. I informed the manager what just happened he said he would speak with Jaime. Jaime did the job again and this time did it correctly but he kept insisting it was my rims that were bent. He pointed out how they were wobbling while on the alignment machine. I informed him that the tire he currently had on the machine was from the rear and that rear tires have nothing to do with the steering wheel vibrating. He then realized that he was not dealing with a complete fool and he could not get one over me, he completed the job, and guess what this time it was done correctly no vibration. It is very sad that a store like Sears has be prodded along to do the right thing. I know for a fact that so many people get screwed and never know about it. I am done with this shop. I feel stuck because I have free rotation and balance for the life of my tires, but I am not sure I want to keep going through this aggravation every time I need this service done. I will tell everyone I know to steer clear of Sears Auto. Please look into this before you get the reputation of being a Shit Shop, I know you have that reputation with me. I will go and pay for a rotation and balance service at another shop to get quality service. Lessons learned: You get what you pay for.
January 5, 2010 at 5:21 pm |
To Angelo LiCausi,
I am very sorry to hear that you’ve had this issue with getting your bumper. It can certainly be frustrating when you are promised something you don’t receive, no matter what the cost. We’d like to make this right for you and get this taken care of. My name is Brian and I am part of the Sears Cares Escalations team and we’d like to help. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the lawn tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Angelo LiCausi) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
January 5, 2010 at 5:45 pm |
To Unsatisfied,
My name is Brian and I am part of the Sears Cares Escalations team. I’m sorry to hear about these issues with the Auto center. This behavior is not acceptable by any Sears standard and we would like to know more about it so we can ensure it does not happen again. At your convenience, please contact my office via email at searscares@searshc.com and we’d be glad to talk with you. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (Unsatisfied) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
January 12, 2010 at 7:42 pm |
I bought a treadmill for my dad and it needed to be serviced because I bought him a 3 year warranty on it. Well this is the first time I have tried to have it serviced. The call center only gave me one option for the times that they could be here. Stating that they would be there between (8:00am-5:00pm). They said that this was a normal thing for when you called in but someone would call around 8:00am the day of the fixing and tell you an approximate time. Well today is the day that they are supposed to come fix it. I didn’t get a call at 8:00am so I called the 1-800-4MY-HOME around 9:15am to ask for an approximate time. Rachel (ID#406314) answered the phone and said that the only thing that she could tell me about the service call would be that someone would be at my house between 8am-5:00pm. I stated that that time frame is ridicules that is a while day that is wasted to have to sit at the house and wait for someone to come look at my treadmill. She stated well sorry. I asked if there was anything she could do about it to just check and see what time it might be. She said no. The stated if there is no other questions please have a good day. I said yes there is another question. I stated I need to talk to your supervisor. She paused a minute and then decided to get a supervisor on the phone. Jose (ID#983559) got on the phone. I asked for his name and ID# as soon as he got on the phone because I wanted to know who I was talking to. I asked him if I could know an approximate time that the service guy would be there to look and fix the treadmill. He said that no one has access to that information. With Jose (ID#983559) supposedly being a Supervisor he should have access to this information. He did not try to call or contact the service technician, and stated that someone would be at my house between 8:00am-5:00pm. I said that that is a wide time frame actually a whole business day. Jose (ID#983559) yes it is an it is the time frame that you signed up for. I stated that I had to sign up for this time frame because that is the only one that SEARS offered. He pretty much told me that it was my problem and to go deal with it. At this point I asked if I could have his ID# again because I wanted to make sure that I had it down on my paper right. He stated he would not give it to me because he had given it to me at the beginning of the conversation. I stated I want to make sure that I had it down on my paper right. Again he said no and began to raise his voice at me. As a customer support person I do not think that it is right for them to raise their voice at a customer that is a great way to loose that customer. At this point I am raising my voice because the supervisor can’t answer a simple question of when someone might be here to fix the treadmill. I then asked him for a contact number or email address to SEARS customer support and that is when he screamed that it was on the website and he would not give the information to me. He then hung up on me. Jose (ID#983559) needs to be fired for the way he treated a customer, all I asked was a simple question and he blew it out of proportion. After Jose (ID#983559) hung up on me I called SEARS Headquarters and asked to speak with Bruce Johnson. The receptionist forwarded me back to the 1-800-4MY-HOME number. I called the Headquarters back and they did the same. The receptionist did this again 2 more times. On the 4th time another woman answered and stated no you can not talk to Bruce Johnson, I asked if there was an email address that I could email him at and she said no. I asked well where can I make a complaint at and she forwarded me to another woman where she took my name and information, I asked if Bruce Johnson would be reading this and she said that it might take a while for him to get back to me. I really don’t think he will get back to me or do something about Jose (ID#983559). But we will see. I am not going to hold my breath on it.
I will never buy anything from SEARS again and will tell everyone that I know about the horrible service I got from them and not to buy anything.
It feels that SEARS wants you to buy the extended warranty on products but when it comes to servicing them they put you at the end of the line for the day.
January 16, 2010 at 5:32 pm |
To J.P.,
My name is Brian and I am part of the Sears Cares Escalations team. I am very sorry to hear about the problems with the service on your treadmill and I am very concerned about the communications you had with the team at 800-4myhome. The supervisor should not have reacted in that manner, and it is unacceptable. He should have explained to you that Sears being the largest appliance servicer in the United States, we have to schedule 8:00 – 5:00 time frames in some areas, due to high population densities (larger service call volume) or in rural areas where there may only be one technician available for a large service area. That being said, this is not an experience we want our customers to have. At your convenience, please contact my office via email at searscares@searshc.com and we can address these concerns. 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 (J.P.) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
January 18, 2010 at 4:52 pm |
I have so many reasons why they suck…..video camera, T.V. set, Appliance purhase (Maytag washer, Jenn air fridge) Lawn mower, garden tractor,every purchase I have made the all required service from another source within 1 year, my latest, I’ve held the sears credit card since 1993. Though the credit card is basically a starter card that, one person obtains to establish credit; I have always held on to this card ,and since then I have purcahsed thousands of dollars of merchadise not all at Sears either. I have changed my card sevral times over the last couple of years to prevent I.D. theft. ( now I will just cut it up)
I called today to get a pin number to use it at a atm, they told me that it would only have a 50 dollar limit, (WTF) yet I have a $ 7000 limit.
My current balance is only $ 90
I realize that Americans are in a over-welming credit card chrunch debit.
I have called the company to see if they would lower my rates on this card and to look at my payment history, the only replies that I hear is “THERE IS NOTHING I CAN DO SIR” they must teach all the Sears people that line when they get hired, from the store clerks on up the chain! How many times when you go in the stores do they say “I’LL CHECK ON THAT” or have to get help to see, or need 2 or 3 other employees help find what you need or what your looking for? And that is right! THERE IS NOTHING that anyone in the whole SEARS chain of stores can do !
I hope in these though economic times with banks and companies going under
that Sears will be next!!! I will go sit in the parking lot at my nearest Sears store,& invite people to come celebrate thier closing!
Fuck SEARS they suck Plain an simple!!!!!
January 20, 2010 at 3:10 am |
Here’s a reason why Sears sucks….(or should I say one of the reasons). Most new associates are hired based on the amount of tax credit the company receives for hiring them. From what I have seen, many of these new hires are welfare to work people that don’t want to work, but are forced to to continue to qualify for benefits. Needless to say, you don’t get the best associates this way. When I asked the store manager if there was someone more qualified for the same position, but didn’t qualify the company for a tax credit, would they be hired of the W2W person? The manager said the W2W person would be hired. I asked if this was some sort of discrimination, and I was told no. I called BS on that one.
Now I don’t work there anymore…..oh well, I’m finishing college and am making just as much on unemployment..
January 23, 2010 at 7:04 pm |
To Ty Ewing,
My name is Brian and I am part of the Sears Cares escalations team. I do apologize, sir, that you’ve encountered this issue. I did want to post to this for clarification. Your Sears card is actually a Sears branded Citibank credit card backed by Citibank and they are the institution that sets these parameters. We have no say in how Citibank handles its accounts. If you have concerns about your account status, you should reach out to them for assistance. We have found that long time customers are being affected and most often a simple call to Citibank will resolve this issue. Sears employees will have no authority to change Citibank accounts or for that matter any answers to give you on this subject. It is also happening at most other banking institutions unfortunately and Citibank is following the banking institution norm.
We do apologize for these inconveniences, and I would strongly suggest contacting Citibank.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
January 28, 2010 at 10:54 am |
YES… The Sears national customer service center will help rush Sears into bankruptcy as they are chasing customers away as fast as they can. Sears used to be home grown, all American, like baseball and Apple pie. The company has become a low end department chain with a business model bent on cheating people. Time to move on.
January 28, 2010 at 1:27 pm |
Sears Sucks……..
My 8 month old refrigerator quit running. I called sears Service and we
scheduled a service visit at the earliest possible time (11 days later).
It seems the tech was on a needed vacation. Tech shows up and discovers main circuit board fuse is blown (no parts with him) and leaves.
3 days later we call to find out what is repair plan. Answer – Parts are on back order with estimated delivery in 4-6 weeks. (Not happy)
Called store where the unit was purchased and they referred us to the customer service center. We ended up speaking to a HR type person who was more interested in telling us to read our service contract to find out waiting was our problem not Sears. After several more days and many phone calls later the Customer Service Person stated Sears would reimburse rental fees for a temporary Refrigerator but only until
the repair parts arrive. 2 days later, Sears customer service calls and states they will not reimburse us for a refrigerator rental. When we asked why, no answer was provided. Now into week 4 with no refrigerator, we decided to dispose of Sears Unit and purchased new unit from a more reputable dealer. Every appliance we have owned for the past 30 years was purchased from Sears. We have recently remodeled our kitchen and laundry replacing almost all of our major appliances…not one of them came from Sears. SEARS really does SUCK.
January 30, 2010 at 10:52 pm |
At one time I would buy nothing but sears appliances, but that has all changed. Sears stores are ran like a wal-mart store now. No one knows anything, and are not willing to do anything beyond taking your money, handing you a receipt and your change . They don’t carry accessories for items they sale, and asking them to order accessories, or replacement parts is like….well I won’t go there.
My wife and I went through problems when chity bank took over Sears accounts 5 years ago. They managed to send new cards to my new address, but statements kept going to my old address. I paid the account off, and shut it down after 9 months because no one could remedy the problem. I received apologies from both Sears and Chity bank, but that did nothing for the smear on my credit, or the extra money it cost us.
Any way, I just got back from my very last trip to Sears. I was looking for a replacement belt for a vacuum. Yea right, I am headed to wal-mart, I can buy disposable vacuums there, and they are cheaper.
February 6, 2010 at 7:56 pm |
Too all out there, I feel your pain, but Sears has been going through a rough transition over the last few years, and not for the better. Sears is like any major corporation, and looks out for the bottom line first, and customers second, us associates are dead last. I’m not defending policies or Sears itself, however I do ask that you do not direct your frustrations at your local stores, take the fight to corporate hq. All of us at the stores are just trying to get by, and do our best for you, because, honestly, we just don’t want to listen to our bosses bitch or you complain or waste our time. Most associates are paid by commission only, so keep that in mind. Do not waste our time! Also, you pay for what you get, and nothing will ever last beyond 10yrs, most under 3yrs. So if you buy cheap, you get cheap, and the MPA’s (service contracts), are worth the money, because repairs cost a small fortune., and you WILL have to repair you item. Do also remember that the store has No control over service, delivery, installation, or credit, and you must take issues to them to be resolved, we can not do any more than you, we even call the same phone numbers that you do, and wait on hold as long as you do (taking time away from selling {making money!}), so don’t bother us, we will gladly give you the number to call.
February 6, 2010 at 8:11 pm |
I would also point out that Sears is listening to you, (SearsCares), and we will try and help you, however you must be patient with us, and we have teams to help you.
February 13, 2010 at 6:08 pm |
Excerpted from the archives of Sears’ home service web chat exit survey, which I recently took time to complete:
OK, if high-quality, efficient customer service is the point of all this, I have to laugh. First thing I did was Google “Sears service” plus my Sears’ location, hoping to find a direct number to call. No service number. Only general number for the location. So I called that number. I waded through a preposterously poorly designed set of options to try to find Service, which I found out is only findable directly if you happen to know in advance it’s called “Parts, Service & Repair” – might want to make the voice-recognition system recognize parts of that compound name and or similar names; got news for you Sears, no one is likely to know your precious little term for it offhand. Then I’m in “waitsville” for about 20 mins. While waiting, I thought I’d try to find something online and discovered the home services site. But there’s nothing in the IA that tells me where to go to get status on a repair!! So a chat pops up, which I must tell you is a last-ditch attempt for a website not to fail a user completely. Still on hold, figured I might as well. Lo and behold, though I had to give the chat person (Phillips Thomas) WAY more information than he should have needed to find the status (location and last name should have been plenty – not that plus phone and home address – you ALREADY HAVE THAT and collecting it again for “security reasons” for an appliance repair is preposterous) he DID get the status eventually; ironically, I got my answer literally at the same time as someone finally took my call. Elapsed time: 33 mins of my precious Saturday. Just to find out if the vacuum was ready to pick up. Now, I ask you: is this good customer service?
February 14, 2010 at 3:27 pm |
To chriss,
I’m sorry to hear of your wait, unfortunately, the weekend is when sears experiences the highest call volume and it can take some time to get through ( most workers dont want to work on weekends and it is a higher cost to have to staff then as well), and I’m sorry to hear that you felt that we needed less of your personal information to assist you, however name, tele #, and address is how we track you, from purchase to service. If you need to have further service done on your vac, I would recommend calling on and tue through thurs.
February 20, 2010 at 6:07 am |
After placing three recent online orders with Sears.com, all of which were totaled wrong by the website system (discounts and free shipping were not properly applied), and spending hours on the phone with various customer service reps trying to make it right (which still hasn’t happened, by the way, because their customer service reps don’t have a clue how to function within their convoluted pricing system), I finally made my own excel sheets to outline the price I should have paid on each item in every order.
And guess what I noticed? SEARS OVERCHARGED ON EVERY ORDER, often by charging the un-discounted pre-sale amounts to my credit card when the items shipped, especially on large orders with multiple fulfillment. Be sure to check your credit card receipts very carefully- the invoice they email you when you make the purchase might not match what they charge on your credit card, and they’ll do it in multiple charges so that it’s much harder to figure out what is going on.
FURTHERMORE, SEARS CHARGED TAX ON THE ORIGINAL ITEM PRICE, NOT THE PRICE I ACTUALLY PAID. This is endemic in their pricing system. SEARS IS RIPPING OFF THEIR CUSTOMERS BY OVERCHARGING ON SALES TAX. And most people probably never notice because it’s pennies on the dollar. But I’m sure it adds up to millions of dollars in additional revenue for them a year.
On just three large orders it has cost me tens of dollars. What has it cost you?
I am FURIOUS.
February 23, 2010 at 4:32 am |
To Angry and Frustrated,
My name is Brian and I’m part of the Sears Cares Escalations team. I am very sorry that you’re having this experience with our online services. I want to assure you this is not typical or acceptable. Normally our online services are very efficient and we most definitely would like to look into what has happened with your orders and ensure that not only yours are corrected, but if there’s an issue with our website that we fix it immediately. At your convenience, please contact my office via email at searscares@searshc.com 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 online orders were purchased under and we will call you directly. Also, in your email, please provide the screen name (Angry and Frustrated) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
February 24, 2010 at 4:32 am |
To: sears cares, I guess you have never tried using store to home or online pick-up in the store. Or tried to solve a customer issue with either. Inventory is not up to it, and the pre-progamed res ponces from India do not work. I work with customers all the time on this, I have brought it to the ASM, Store Coach, DM, and even 88 sears with no result. Store to home needs in store upgrades, and the store support center needs an overhaul. Also I have filed several complaints with the 88 hot line regarding practices by the store support and the new price match policies and use of online only sales. The current practices by SHC online is causing the downfall of this company, and I care too much about this company to see it fall down into the shitter. If you have any influence in either of these groups I strongly urge you to do something about it, before it’s too late.
March 7, 2010 at 10:11 pm |
Brian J.
I do not envy your job. But how can “Sears Care” if the manager at your corporateoffice is not allowed to discuss problems with upset customers? This is exactly what I was told while attempting to resolve my snowblower issue. In the past, I have been a huge Sears shopper. Two lawnmowers, two snowblowers, patio furniture, freezer, tons of tools, treadmill, all in the past 2-3 years! The guy refused to refund my $96.85, and by doing so, lost thousands of dollars of future purchases! Who trains these morons?
March 8, 2010 at 10:45 pm |
Todd,
We need for you to reach out to our team and allow us to investigate this further. What you were told is not acceptable, by any Sears standard. If you ask to speak to a supervisor or manager, then associates or representatives in our call centers are required to escalate this to a manager. This being said, the representatives are in place to handle issues for customers. If every customer asked for and talked to a manager, we would have a staff of managers on the phones or in the stores. The Sears representatives in most cases are just about as empowered as their managers so that they can be of assistance without having to escalate an issue. There are some situations however, when they should be consulting their manager to ensure they are doing all they can or getting manager authorization to do something more for a specific issue.
The fact that you were told you could not speak to a manager is not acceptable and we need to be sure this is addressed with that team. We would also like to assist you on this issue as we are with the Executive Escalations team and we can help.
Just send us an email to searscares@searshc.com. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Todd) used to post here for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
March 5, 2010 at 4:08 am |
Here’s my sad story. I purchased a Kenmore Elite Trio refrigerator in 2004. I actually like the design. The compressor died in 2007. I had purchased the master protection agreement so the repair was at no cost. The service tech assured me that the new compressor was better than the original. I foolishly did not renew the service plan and guess what? The replaced compressor died Feb 2010. I sent sears an email expressing my dismay and have not received a response. Sears SUCKS! I will never again buy a sears product. Sears used to mean quality. No longer. I guess profits are more important than customer loyalty. Fool me once, shame on you. fool me twice, shame on me. Never again.
March 7, 2010 at 7:23 pm |
I was not surprised to find these “Sears Suck” website. After what I went through with them, I now see why. In short, had new Sears snowblower (BTW, buy a Honda if you need a snowblower). Twice I hauled it to the Sears store in Ogden, Utah. Twice could not fix. Service guy came to my house, and they charged me for his visit. He could not fix it either. Needed part not available. Called corporate office, deadend. Refused to refund. I asked to speak with a manager…ut he does not talk to customers! Tore uo my Sears card (interest rate 28%), will never visit another Sears store. Lousy Lousy customer service.
March 8, 2010 at 10:31 pm |
To Cory,
I am sorry to hear that you’ve had these issues with your refrigerator. I also apologize for the delay in finding this post. I also understand your frustration with this situation. Unfortunately we are not the manufacturer. We are simply the seller and servicer of your refrigerator on behalf of the manufacturer. The parts we order come directly from the manufacturer and we have to rely on their quality for any parts or products. Of course we hate to see things like this happen and we would like to help. Did you send your previous email to SearsCares? My name is Brian and I am part of the Sears Cares Escalations team and we’d like to step in and ensure this problem gets resolved. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation.
In the email, please provide a contact phone number and the phone number the refrigerator 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 (Cory) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
March 8, 2010 at 10:36 pm |
To Todd,
My name is Brian and I am part of the Sears Cares Escalations team and I am very concerned about what I have read here. There would have had to be a specific reason we couldn’t fix the snowblower, like parts not available or something similar, but we should have at least provided other options for you. If we can still be of assistance, please reach out to my team and we’d be happy to assist you. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the snowblower 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 (Todd) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
March 12, 2010 at 12:42 am |
To Angelo LiCausi,
Thank you for giving us the opportunity to assist with your concern. We do value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears in the future, please do not hesitate to reach out to the SearsCares team at searscares@searshc.com.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
March 12, 2010 at 7:22 pm |
I wanted to follow up on my rant against Sears. If you are having a problem, contact the Sears cares escalations team. After having no success through the normal channels, I contacted the Sears cares team and was pleasantly surprised at at how helpful they were. I explained the situation with Andrea and Sears agreed to cover the majority of the cost of repair, even though I hadn’t renewed the master agreement plan. Sears has won me back as a customer. I would, however recommend getting the master agreement plan to prevent future problems with service.
March 13, 2010 at 2:52 am |
Follow-up with what Cory posted…I was called by Sears Escalation Team (Andrea) who refunded the cost of my failed home repair visit. I did ask her why when I spoke with the corporate customer service people (several of them), they did not make me aware of this other avenue. She readily admitted that this was a failure on Sears part – they should have offered me the escalation teams’ phone number. Anyway, I was very impressed with Andrea and how she resolved the issue. Now, Sears Corp. Office, educate your employees! All that I went through (and probably what most people here went through) should never have happened!
March 18, 2010 at 5:23 pm |
checked on a part at sears parts listed on 3/2/10 for 41.00 didn’t have the money till payday when I went back to order price was changed to 91.00 on 3/18/10. I have the printouts dated with pricing. When I called to check the girl was rude and said the price hadn’t changed. SEARS SUCKS and I won’t buy another appliance from them.
March 18, 2010 at 5:41 pm |
I don’t really know where else to complain, so here it goes!
I have to agree that Sears totally SUCKS. We purchased our kids a ping-pong table for Christmas. It was delivered and we put it together. Soon after we learned the table was defective. The pre-drilled holes on the back of the table were drilled incorrectly leaving a huge gap between the two tables. So, we called Sears to have it returned. Two guys in a big truck came that week to pick it up. I asked them for a receipt and they said they didn’t have one. My husband and I were a little skeptical about this. Well, 3 weeks later we got a bill. I called Sears and told them that we no longer had the table. They asked me of course if I had a receipt of the guys picking it up because they had NO record of this. So, after weeks of them so called “investigating” it, they still say we owe them $207 for the table that we no longer have! I have canceled my Sears credit card and will NO LONGER shop at Sears. I am now requesting my phone records in hopes of tracking down the guys who stole the table!! SEARS SUCKS!
March 22, 2010 at 6:01 pm |
To Candice Camden Hsu:
I’m sorry to hear about the problems that you experience with the ping pong that purchased for your kids at Christmas. I am very disturbed about the fact that you have not received your credit and we are not able to locate the return for you. My name is Shayne W. and I am part of the Sears Cares escalations team. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into this. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen names (Candice Camden Hsu) used to post here for reference to the issue.
Thank you,
Shayne W.
Senior Case Manager
April 10, 2010 at 8:01 pm |
Wowee – I really feel mixed emotions for poor old Sears. I ordered a new dishwasher last month from Sears – including installation. Absolutely a hassle free transaction from order to the plumbers leaving my house.
Last week, however, I ordered three window unit air conditioners since my central air has gone kaput, and I have no idea if or when I will get these units.
I received two UPS tracking numbers via E-mail. While I was checking the first tracking number, I was horrified to see that one of my my AC units was out for delivery in New Jersey – I’m in Louisiana!! After a frantic call to Sears, the customer service Rep told me that the unit was coming FROM New Jersey. This didn’t add up to me, so I called UPS and they managed to intercept the unit before it was delivered in New Jersey & re-route it to Louisiana. Phew – glad I called UPS!
The other two units have a tracking number, but the status on the UPS website has not changed from “Billing Information Received” for four days. This tells me they have not left Sear’s warehouse, & no one at Sears.com can tell me why!!
Usually when I order something online, even big things, I get the Order Confirmation, Tracking information, & the item gets to me with no hassle!! Really surprised to see that this kind of stuff is not a fluke!!
April 12, 2010 at 8:55 pm |
Lisa in Louisiana:
First, I would like to say that it is great to hear such wonderful feed back on your dishwasher purchase and the installation. Second, let me apologize for all the trouble that have encounter on the recent purchase of your three window A/C’s. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can look into the status of your remaining two units that still have not shipped. Please provide us a contact number and the order number that you received when you placed the order and we will call you at your convenience. In addition, include your screen name (Lisa in Louisiana) in the email so we can reference to your case.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
April 11, 2010 at 4:26 pm |
As a Sears employee in South Carolina, I want to know if there are employees in other parts of US that experience this. Management is constantly threatening employees that they don’t get enough credit card applications. They threaten you so much to the fact of making you sign a paper, and no copy is given to you. It states that you acknowledge this and if it continues you will be terminated. Sears WAKE UP!! Older people, older families from way back do already have your credit card BUT younger people and younger families really just don’t shop at Sears. So why do they want to waste their time with applying for a credit card that they want use? The problem is this, Sears needs to modernize their stores. Make them more appealing to todays generation. Stop laying the blame on little part time, mostly college students making not even minimum wage with Sears. Concentrate more on management also. SOME of these people probably can’t even multiply without a calculator. They do things in a very odd manor, almost scary at times. I am a college student and I find it really funny how they operate. Thank God I am educating myself not to ever have to work full time for a company like Sears. Too bad, really because Sears used to be a great company way back from what I have been told.
January 27, 2012 at 10:45 am |
TuTu, I also work for a Sears in SC and I find it a little odd that you are having those managerial type problems. From what I heard though the Anderson store sucks anyway…Im right up the road in Spartanburg. I love my store, we have really no disputes with management, and I am given the freedom to handle customer complaints without always consulting my lead or whatever. If you can get in the right store, I think it is an amazing store to work for, however from what I see and hear, the wrong stores…well just suck lol.
April 14, 2010 at 2:13 am |
After trying to vent my frustrations with Sears.com with no success, I curiously googled, probably the same as all of you, “sears sucks”. Wow. my problem is so petty. I am still rather upset, so, I will share my composed letter to sears here. ….
After 40 min. on the phone, six transfers, and being hung up on by the “please call back between business hrs” message when i called the 18004myhome Kenmore line, I don’t know how to convey my extreme dissatisfaction with the Sears company, as a whole. I do not send E-mails,period, yet I find myself here doing this now. All I wanted to know was why the Kenmore rotisserie(141.158034) purchased for my new Kenmore grill(415.16644900)doesn’t fit. Was there another model that would have fit? If I have to fabricate components, I will do it to a cheap ($20) one from another store, not an expensive ($60)one from Sears. I expected more from your products, and certainly from your staff. Meanwhile, the standing-rib roast purchased to break in my wonderful new BBQ tool is going bad while the new, but ill-fitting,rotisserie sits in the box. I guess I’ll have to bake it or something.
I’ve grown up in a house full of Kenmore and with a garage full of Craftsman. Some were purchased by myself, some handed down through as many as four generations. This tradition ends with me. My hard earned money will no longer be spent in Sears, or with their family of companies. Thanks in advance for your response.
–thanks everyone at Sears Sucks. I feel better now.(but not good enough to shop at sears)
April 14, 2010 at 4:33 pm |
Dear Cold Meat Mike in Michigan,
Here at Sears we do value you as a customer and would like the chance to look into finding the correct rotisserie for your grill. We would like to apologize on behalf of Sears for the poor customer service that you have received when trying to call in about this issue. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Cold Meat Mike in Michigan) in the email so we can reference to your case.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
April 22, 2010 at 9:35 pm |
First service call January, 2010. Same part arrived broken 5 times. 5 serviceman at my house saying “can’t use it, it’s broken”. 3 canceled appts, (snowing too hard in Austin, too late in the day,). I have an offer to replace my washer but the color is no longer available (that of course matches the new dryer). So 2 of the same part shipped to my house this time, just in case. It’s now April 22, 2010. Washing machine, still broken! Sears has spent a fortune in parts and service, well over the price of the machine. But end of the day, machine is still broken. Next scheduled date for service, May 7, 2010. We’ll see!
April 22, 2010 at 11:11 pm |
To Lori,
I am very sorry to read this post regarding your service experience. Since we rely on the manufacturer to provide not only new appliances, but the parts as well, we are in the same situation in many cases as the customer. We have to expect that the parts will arrive intact. Of course when we cannot get the parts we make a counter offer of a replacement as it seems we have here when the unit is under a warranty. We certainly don’t want to keep you frustrated and without the use of your washer. I do hope we can get this issue resolved and we would like to speak to you regarding this situation to see how we can get you taken care of. My name is Brian and I’m part of the Sears Cares Escalations team and we would like to take over this issue and get it resolved to your satisfaction. At your convenience, please contact my office via email at searscares@searshc.com 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 (Lori), for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
April 26, 2010 at 6:28 pm |
i’m a CSR agent from sears canada, based elsewhere.. there’s a lot of things sears canada is doing that is very unsatisfactory. i know for the fact that i am working with sears canada.. i, myself, is very disappointed with what sears is doing to their customer. i mean they are like avoiding paying the customers expense for the broken appliance though it is still under protection agreement or exted warranty (what the hell with that). they are not that good towards their employees. eventhough i wanna help out to customers experiencing poor quality of service but i can’t i can just process their part orders, catalog orders, and make service schedule. there are certain protocols that i really need to follow (it’s because i’m under them). sometimes i’m being chased by guilt. in terms of the level of service that i have provided them. and especially with the CALL AVOID thing… they are just doing it to avoid paying for the customers expence for having a repair.. i do hope that this post could help some customers.
just try to understand my post it’s a little messy..
GOD BLESS to all..
April 28, 2010 at 12:09 am |
Sears is not a good place to work and I would not recommend anyone work there. I have been with Sears for almost a year now and it’s only getting worse. The management is terrible and all they want us to do is sell their damn Sears cards. They are firing people for having low rapid credits. They actually just fired a man who dedicated 31 years of his life to Sears. They claim he had low sales.. right before he turns 55. Now they don’t have to pay his pension. We employee’s are DISPENSABLE as far as they are concerned. Sears has no staff support. The managers have made me look like a complete fool in front of customers because they do not stand by their staff. I hate Sears and I hate the Sears cards. I am sick of being pressured into nagging customers to apply for one. There is so much I could say about Sears, many little dark secrets. Just know that I am glad to say I will be giving my notice of resignation during the beginning of May. I will be going to school to make a real life. Sears has been the worst work experience of my life.
May 6, 2010 at 2:39 am |
I bought 5000.00 dollars worth of appliances a year and 4 months ago when i bought my house. i bought a lg washer and dryer because the Sears salesman told me it was the best one better than their brands. i paid over a thousand dollars for the washer and dryer and now the piece of crap wont work. i called 400 dollars to fix it after i just paid 500 dollars to repair the stove that was also new. I would not buy or take anything from that pos company if you gave it to me.
May 7, 2010 at 2:41 am |
Sears sucks!! Up until this point I have been a very loyal Sears customer. I have purchased 3 refrigerators, 2 washing machines, 2 dryers, 2 stoves, 2 grills, and one built in microwave over the past few years, as I moved and remodeled homes, but I will never buy from Sears again! The “top of the line” refrigerator I purchased 9 months ago after moving to a new home completely stopped working. Okay..I get that products break, but it is the “customer service” or lack there of that is the cause of my annoyance. I called the service department and got transferred around about 5 times before getting someone from a call center overseas. He said it would be 8 days before they could get a repairman to my house, but that any repair would be covered by the manufacturer warranty. I reluctantly accepted the appointment after being assured it was the earliest available time. The night before my appointment I received a nice call from an automated machine reminding me of the time window someone would arrive. The scheduled window was from 1:00 to 5:00, but I took the whole day off in case the repairman tried to call the house. The call center informed me that the repairman would only call once, and if I didn’t answer the phone the appointment would be cancelled and I would have to call to reschedule. I literally carried my cell phone and my home phone around the house the entire day so I could quickly pick up the phone when the repairman called. The phones never rang. At 4:45 I called to inquire why I had still not received a call. I got transferred about three different times to various call centers until finally someone got on the phone. He assured me that a repairman was still on his way, and said he sent a text message to the repairman to give me a call. At 5:45 (an hour later) I still had not received a call. So I called back to the center. This time I was informed by a woman that my appointment had been rescheduled for Saturday!! The repairman was overbooked. So I took an entire day off of work for NOTHING!! How hard is it to call someone and let them know that you aren’t going to show up! The woman claimed that someone called but there was no answer, I assured her that was NOT the case (I was carrying my phones around with me all day, never rang). Not feeling satisfied with the conversation I had after the woman refused to put a manager on the phone I then called another number I found online. I was again informed that the repairman had been overbooked, but no one could tell me why I had not been called and told about the reschedule. Not to mention I would now be without a refrigerator for two more days!!! I asked if I could just call another repair place and was told that if I had anyone else work on my refrigerator it would nullify my warranty. I CANNOT EVEN CALL SOMEONE ELSE TO REPAIR IT WITHOUT HAVING MY WARRANTY VOIDED!!! Sigh. I still have to replace the rest of the appliances in my kitchen, but I most definitely will NOT be purchasing them from Sears. The product is only as good as the company standing behind it. Ten days to repair a refrigerator is UNACCEPTABLE. I’m also pretty certain after having read all these other post that I will have to wait for parts to be ordered, likely making it much longer than 10 days, but I’m still trying to hold out hope that it will actually get fixed on Saturday.
May 7, 2010 at 7:55 pm |
Pamela Chapman,
My name is Brian and I’m part of the Sears Cares Escalations team. I’m very sorry that you’ve had these problems with your appliances. As the seller of these appliances on the behalf of the manufacturer we provide the service for any appliance we sell. We also hope that the item will not fail but anything that is manufactured has the possibility of failure, be it a washer/dryer or a Ferrari. This is why Sears offers extended care warranties once the manufacturer’s warranty ends so that in the event it does develop problems, we can cover the service at no cost to you. No retail organization (or manufacturer) can guarantee the item you purchase will not fail. All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact my office via email at searscares@searshc.com 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 washer/dryer 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 (Pamela Chapman) 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 J.
Senior Case Manager
Sears Cares
May 7, 2010 at 8:09 pm |
To Annoyed,
You have every right to be upset. We have failed you and for that I do apologize and ask that you reach out to my team for assistance. Waiting so long for service is not acceptable. Refrigerators are priority and should have been treated as such and scheduled ahead of any other appliance call. As for the service appointment, you should have been contacted so you wouldn’t have to wait all day wasting your valuable time, but the delay is because a previous call (or calls) has gone longer than anticipated and has caused the remaining calls to be pushed back. We just can’t ask a tech to leave a customer’s home with a job partially completed in order to make the next call(s) as we would not ask them to leave yours in the same situation. Of course, this is not an excuse, just an explanation. That being said, we can’t have you waiting another two weeks for the service you should have had. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so we can get this resolved for you. We can make sure the service happens and any parts that need to be ordered are expedited so that this is done as quickly as possible. In the email, please provide a contact phone number and the phone number the refrigerator 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 (Annoyed) 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 J.
Senior Case Manager
Sears Cares
May 15, 2010 at 2:53 pm |
Wow! So interesting to find out that Sears has screwed with so many other people in MAJOR ways! My husband and I had ordered a mattress/ box springs/ frame set on sears.com in April and still don’t have all the parts. Initially, we ordered the set like the website instructed, ordering quantity 1 of the foundation + 1 mattress, and the website said that would be the whole set we needed. Well, the delivery dept at our local sears called a few days later and said we needed to order the other 1/2 of our foundation (it’s a CA king set w/ 2 parts). We called sears 800- support number and after 2 calls and over an hour of waiting and being transferred among representatives who didn’t do anything but send us to another department, we were finally told that we did order the set correctly and should have received the entire foundation and we would be getting a call later that day to let us know when our other 1/2 would ship. Well, 2 days later and no word on when our other foundation piece is coming, so another call placed…NOTHING had been done. We had to argue with several other rep’s even after receiving an email stating IN WRITING that we should be receiving the other piece. After 2 days of calling and 2 hours of phone minutes spent, we were told repeatedly that we would have to pay for another foundation (which was now twice the price b/c we bought it on sale) and shipping for the foundation. Finally one associate said oh, yeah, you shouldn’t have to pay for that, it was their fault and the website messed up- she proceeded to offer to order the foundation for us, we thought, at their cost, until she asked for our credit card number to charge us to have another one shipped! Oh my goodness, these people DON’T CARE ABOUT THE CUSTOMERS OR OUR SATISFACTION AT ALL, they’re very good at giving the customers the run-around. Finally after another LONG wait on hold, a manager or someone with more power apparently was able to order the other 1/2 of the foundation we should have received in the first place (at their cost). It was supposed to be delivered today (now a MONTH after we first ordered the mattress) and guess what? it was delivered to the “wrong place.” Why am I surprised?! They said it would now be delivered next weekend. It had better come then, I am so seriously sick of this. After all the trouble we’ve had all we’ve received is empty apologies and still…no foundation yet. I’m so tired of having a mattress leaning against the wall in my living room, it’d be nice to actually get to sleep on it. Dear sears, I will NEVER shop with you again and will continue to advise friends and family to do the same.
Thanks for nothing sears. Maybe one day you’ll redeem yourself but I doubt it.
May 20, 2010 at 12:25 am |
Seriouslyunsatisfied,
First allow me to apologize for the delay in finding this post. I’m very sorry to read about this issue with the delivery of your mattress set. You’re right, you shouldn’t have had this kind of experience with us. As with any company, mistakes can happen but we should be handling this much more professionally than we have. My team and I would like to talk with you about this to see how we can make this right. There simply cannot be any more mistakes on our part or frustration on you. My name is Brian and I am part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the mattress set 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 (Seriouslyunsatisfied) 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 J.
Senior Case Manager
Sears Cares
May 26, 2010 at 1:42 pm |
Dear Sears, I will NEVER shop with you again and will continue to advise friends and family to do the same! (Well said Seriouslyunsatisfied!)
… I purchased a Whirlpool Electric Dryer Dec ’09. Moved into my new house Mar ’10, used the product a whole of 5 times and it broke down. I have scheduled a few service calls – 1st tech did not show, 2nd again the tech did not show and 3rd (probably will not show again)! You have inconvenienced me beyond words! No one seems to be competent enough to resolve this and/or do something about it – all they seem to know to do is reschedule. I am going on week #4 without the use of a dryer. Here’s a thought – train your CSR’s/Tech’s, etc. on some basic customer service skills!!! (I’ve been dicked around, hung up on and transferred to way too many people). How incompetent can someone be … not following through with an appointment and/or not even calling to say “sorry we can’t make it”. And NO complementary gift cards will ever give me back the time/money I spent waiting, waiting and waiting. YOU DO NOT VALUE MY TIME, NOR DO YOU VALUE ME A CUSTOMER!!!!
Thank you – extremely dissatisfied customer!
May 29, 2010 at 12:06 am |
To DidsatisfiedCustomer,
I found this post and I wanted to reach out and express our concern for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. Waiting so long for service is not acceptable, but the delay is because a technician was held on service appointment(s) that took longer than expected. We can’t ask a tech to leave a customer’s home with the job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. That being said you should have been advised of the next steps and for that lack of communication, I am very sorry. Of course, this is not an excuse, just an explanation. You should have been set as a priority on the next day as one of the first stops on the technician’s route. My name is Brian and I’m part of the Sears Cares Escalations team and we’d like to resolve this to your satisfaction. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated. We can get you on a sooner date that is convenient for you. In the email, please provide a contact phone number and the phone number the dryer 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 (DidsatisfiedCustomer) 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 J.
Senior Case Manager
Sears Cares
May 29, 2010 at 12:09 am |
I apologize for the misspelling of the screen name. Please use Dissatisfiedcustomer as the screen name in your email to us.
Thank you,
Brian J.
June 2, 2010 at 5:36 pm |
the following came from a customer service survey:
first, let me congratulate you: this is the first time i’ve ever filled out a customer service survey, or sent a “strongly worded letter” to a business of any kind! hooray!
every time i shop at sears, it’s a hassle beyond hassles. if i could, i wouldn’t give sears another dime, unfortunately i still have a sears card i have to pay off. let me illustrate for you the last three times i’ve shopped at sears:
1. my TV died, and i needed a new one. hey! i qualify for a sears card! alright! i go there, and wander around for 10, perhaps 15 minutes before i can snag one of the (too few and overworked) sales people. i had already found the TV i wanted within minutes, mere minutes! maybe 2, of coming into the store. guess what? that TV’s out of stock. thankfully, having worked in retail, i’d already picked my next two choices. the next two TVs were both in stock, according to the computer, but they weren’t actually there. turns out it was just the floor models, which you don’t sell. not being unreasonable, i say, “well, give me a discount on a warranty, and i’ll take the floor model.” no can do. so, i go back to my first choice, and find there IS a sears that has it. i make it there perhaps a half hour before close, and i’m the only customer in the electronics section. sweet! in and out. wrong! the process taken in its entirety kept me at the store until 9:30.
2. i need some sweetass accessories for my bitchin’ new TV, good thing i have this sears card. i need an hdmi cable, and since i’ll be enjoying videogames in 1080p, why not treat myself? i think i waited for about 15 minutes before a sales person finally meandered over to the video game section to unlock your idiot case.
3. good thing i have this sears card! it’s winter, and i need boots! oh my god – i get there, and the three (3) girls are flirting with some guys. i stand there, my own dead eyed stare reflecting theirs. i don’t know how long i stood there, because i had ridiculously yet to adopt the policy of timing these sears’ trips. after a period of time i would define as “too long,” i was asked if i need help. yes. boots. gimme. all in all, it took way too long to get boots, and i feel, deeply, that my time might have been better used, or at least used less of it, if i had gone to a competitor like wal-mart, or target, or payless, or carnival shoes, or red wings, or kohl’s, or ross, or footlocker, some place that lets you try on shoes instead of barbarically making you bend to the associate’s shoe will, and their esoteric back room than having got my shoes from sears.
4. this would be the instance attached to the receipt number; the transaction which i am reviewing. i needed one game, just one. figured it’d been months (at least 6) since going to sears, and i still have this sears card. why not? i get there at 10 am. i made a mental note of this on account of the ridiculous amount of time i’m forced to spend in your store, once again on account of the two few and overworked employees, and software kept behind idiot boxes. i found the game i wanted (super mario galaxy two, a brand for which i am head over heels. anything less and i would have walked out – you have nintendo’s ass to kiss for not having lost this sale) and began the tedious process of finding a drone to unlock the case. i found one! just a minute, he says, and i’ll be over with the keys. no problem! says i. he gets there at 10:15 informing me that he hopes these are the right keys because the person from the night before misplaced them. am i on a schedule? because he has to help these other customers. i waited for 30 minutes. waited while i watched employee after employee (6 by my count) walk by, some oblivious to my existence, some making eye contact, EYE CONTACT, and walking on. i break my narrative to here assert that i don’t give a shit about customer service. in fact, ideal customer service is me getting in, getting the crap i want and leaving without having to talk to a soul-crushed drone who hates his life and hates his job; the dead look in their eyes matches all too closely my own feelings – retail is hell. having said that, when 6 employees walk by a guy alternately walking in circles staring at ceiling tiles, lounging, LOUNGING, on the bottom empty shelves of sales wracks, and leaning against a support beam leering at customers, it would seem to make sense that they ask if i’m finding everything ok, to which i could respond, “do you have this key for these idiot boxes?” finally, at 10:36, one guy stops and asks if i need my help, i tell him my situation and he disappears into the back. at 10:40, the first guy reappears, all apologies, and i get my game. at the check out, my sears card doesn’t work! awesome! i don’t know why! i paid the bill a day or two ago! whatever! this game is so good, and i’m tired of waiting so long i’ll pay with cash. i leave the store at 10:43, having taken roughly 43 minutes (though to be fair, it could be as few as 37 minutes, maybe even 36) to do what at most stores – say a competitor like best buy, wal-mart, gamestop, buy back games, target, not to mention online competitors like amazon – would have taken a scant few minutes. so few, i could hardly account for their passing.
now, you might be inclined to take the easy way out – blame the branch, blame the manager, blame the associate, blame the associate from the night before, blame the irritating customer – but i would encourage you to recognize the problem for where it lies: these idiot boxes! these damned glass cases! it takes, at the quickest, 20 minutes to get a single item, when it should take perhaps a tenth of that! perhaps it might also help to have more than one employee to service an area that’s as big as my whole condo, that might also be novel, or at least a way to get quicker responses. like i said, you might be inclined to blame the manager, the location, or the employee, but i think you might really want to think about how you conduct your business. like i said, unless i were to be somehow astonished by a changing of processes and methods, i don’t ever plan on shopping at sears again. the money i owe on my card is the last money you’ll ever see from me, payed off at break neck speed so that you don’t leach any more interest out of than i’ve already given or i can possibly give. i will also be sending this email to your customer service, because i don’t know who The Link Group is, or if they’re even trustworthy.
June 7, 2010 at 7:38 pm |
To Cuyler,
First allow me to apologize for the delay in responding to this post. My name is Brian and I’m part of the Sears Cares Escalations team and I’m sorry to read about the problems you’ve encountered with your local store. This behavior is not acceptable, for any reason. You should receive the best customer service possible, without having to wait such a long time to get assistance. We need to know more about this so that we can address it with the store manager to ensure it does not continue to happen. If it can happen to you, it can happen to others and that is not acceptable by any Sears standard. As for the “idiot boxes” for games, most all retailers keep the games under lock and key to avoid the obvious theft that would happen otherwise. Making someone available with keys is essential, however to avoid customer’s frustrations. At your convenience, please contact my office via email at searscares@searshc.com so we can discuss this in more detail. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (Cuyler) 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 J.
Senior Case Manager
Sears Cares
June 7, 2010 at 11:14 pm |
Miss Hsu,
Thank you for giving us the opportunity to assist with your complaint, I’m glad we could connect and be of assistance for you. We do value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears in the future, please don’t hesitate to reach out to the SearsCares team at searscares@searshc.com.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
June 8, 2010 at 1:51 pm |
I am just another customer that’s done with sears. I will never buy any appliances from sears again. I don’t want to go into detail since I can write pages about my bad experience. Most of the people we talked to either lied to us, or maked false promises.
I do not know why sears sells stuff that they certainly cannot deliver.
We ordered a bosch dishwasher and was told that it will take 3 weeks to be delivered. We were fine with it and said we’ll wait. We also decided to do the installation with sears. Everything was scheduled and ready to go. On the installation day the installer lied to us telling us that we were not in his system. A call to Sears Nation solved that and it turned out he did accept the job and we were in his system. He was unable to do the installation on the day that it was scheduled but would do it 2 days later.
One day after the original installation date we received a recorded phone message that sears is shipping out our dishwasher now, and that it will take 3 more weeks.
After many calls, lies, empty promises and excuses we decided to wait 3 more weeks. A total of 6 weeks.
Well yesterday was the end of the 3 weeks. Same story. The installer called us yesterday notifying us that the dishwasher did not arrive and is on back order.
My wife called sears national and they apologized about the delay. The lady was very sure that it will arrive next monday June the 14th.
Well, a few minutes ago we received another automated phone message from sears national informing us that our dishwasher will only ship out monday June the 14th instead of arriving the 14th.
This is really pathetic. Come on sears.
Now it’s time to go over to sears and cancel the order for which we already submitted a free installation rebate and government tax rebate. Probably won’t be able to do so.
It still amazes me how companies like sears pays so much in advertisement fees but care so little to keep you.
June 8, 2010 at 5:11 pm |
To John,
I’m very sorry to read about this issue with the delivery of your Bosch dishwasher. I can just about say for sure it is model #16099 that you ordered. Bosch, the manufacturer has been having a real problem getting parts for this model and as such has caused us a great amount of frustration as well as our customers in the delays that we are experiencing. Due to the amount of stimulus purchases that have happened throughout the country, there are virtually no manufacturers able to keep up with the orders they have received. The sales have been simply too high. Every retailer is in this situation, as they utilize the same manufacturers that we do. We certainly don’t want our customers frustrated, but this is something we unfortunately have no control over, other than to have our customer’s reselect to an option that is available or wait until we can provide the stock we need from the manufacturers to complete all the outstanding orders. We do request that you contact my team so we can help with this situation. We do have options that can help you in this situation. You don’t have to be put out of the stimulus rebate. My name is Brian and I am part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the dishwasher was placed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (BoschJohn) I have assigned to you, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
June 10, 2010 at 7:16 pm |
Our problem was similar to John’s. We ordered a $3,000 fridge from Sears a month ago. We weren’t pleased to have to wait a month, but we could live with it.
Day before the scheduled arrival/install date, Sears informs us that there’d be a 2 day delay. Having had to juggle work schedules around to be home for the arrival, we weren’t happy but figured we’d waited a month–what’s another 2 days?
Of course, you can guess what happened next. Next day, Sears informs us we won’t be getting the fridge for about another month. So, I called to complain. Now, I realize the folks at a call center aren’t responsible for the problem–but I patiently explained the situation. I was told that if couldn’t wait–I could always go back to the store and select another refrigerator. Wrong answer. I explained this was the fridge we selected, for a number of reasons, and this was the fridge we wanted. Basically all these folks can do is tell you ‘we’re sorry, nothing we can do.’
I asked to speak to a supervisor. The first time I was placed on hold for 15 min. listening to Muzak before I realized I probably wasn’t going to speak to one. The second time I called, getting a supervisor took me 10 min. The supervisor basically repeated the same mantra, so I asked if there was a customer relations person I could talk to. She said there was and she’d have that person call me. Silly me. Having a customer care person call you from Sears is about as likely as the Easter Bunny showing up at your doorstep.
Sears doesn’t quite get the whole customer/seller relationship. It seems nothing is Sears’ fault or responsibility and the customer bears the entire responsibility/inconvenience and hassle. Somehow, I suspect if one were to withhold paying a Sears’ bill by saying ‘I’m sorry, nothing I can do’–Sears might be a bit upset.
Anyway, Sears managed to lose a customer who, BTW, is changing out all his appliances. Guess Sears doesn’t need that business. Sorry–nothing I can do.
June 12, 2010 at 1:19 am |
To NeverSears,
I’m very sorry to read about this issue with the delivery of your refrigerator. As I’ve stated above, with all the Stimulus purchases, the manufacturers are having troubles with stock availability and we simply cannot get the products to be delivered, so we are forced to wait just as our customers are. That being said, I would have hoped that this was explained to you when you called in. We certainly don’t want to have our customers frustrated, especially in this instance, when a simple explanation could have cleared things up. My name is Brian and I am part of the Sears Cares Escalations team.
In the future, please reach out to my team so that we can be of assistance and help alleviate the frustration. Simply send an email to searscares@searshc.com so you don’t have to continue to be frustrated. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (NeverSears) 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 J.
Senior Case Manager
Sears Cares
June 16, 2010 at 7:16 pm |
Well, Brian J., I’ve spoken to one of your Sears Cares Escalation Team associates and he covered many of the points you write about.
But here’s what I told him: not my problem. It’s a Sears’ problem. I didn’t buy a fridge from Samsung–I bought it from Sears. So, blaming a third party really adds nothing to resolution of my issue. As I noted earlier, Sears really has a problem understanding the whole customer-seller relationship. Sears simply believes that it’s someone else’s fault and that makes it ok.
It isn’t.
Look, if I’m Sears and I know I have a problem with a manufacturer being unable to meet its commitments–the smart play is to not sell that product any more. Why on earth would I, Sears, risk alienating my customers by promising merchandise I know I probably can’t deliver in anything approaching a reasonable time?
The kooky thing is that when the Sears Cares Escalation Team member told me he had no way of guaranteeing that my fridge would be delivered on the 29th, I asked him, “but Sears continues to sell that make and model, right?”
He said they do. IOW, Sears knows they have a problem but they’re content passing that problem on to their customers. Nice.
I’m sorry but a “simple explanation” doesn’t work. Especially when that explanation is merely to acknowledge a known, ongoing problem that Sears blithely continues to perpetrate. What does work is making things right by the customer. Hey, I don’t have a business degree but I know this is Customer Relations 101.
Anyway, Sears makes it as difficult as possible to cancel an order. But I’m pretty persistent at this point.
July 5, 2010 at 12:35 am |
Here is my Sears story. I’m posting this in order to 1. vent my frustrations and 2. hopefully stop someone from using Sears Automotive which will not only prevent someone from angst-ridden customer dissatisfaction, but also cost Sears something around $224.56 which happens to be what they owe me.
I’ve been working on cars for almost 20 years. I’m not a mechanic by trade, but I am the one that my friends go to for automotive questions and advice. I also just finished a timing chain and head gasket replacement on my other vehicle.. so I know a few things about cars. While on a road trip last summer my battery and alternator died. It was a Friday afternoon on a holiday weekend and I didn’t have any tools with me, so I was thinking I was pretty much screwed in terms of getting serviced that day. I was towed to a Sears Automotive and a few hours and more than $400 later, I was back on the road. No big deal I thought.. I went to a Sears so I should have quality parts and service (haha..good one Sears, I didn’t even see it coming).
A few weeks later I noticed typical belt squeal coming from the alternator belt. I assumed it had just needed to be re-adjusted, however it turns out the mechanic had left one of the bolts out and the alternator placement had shifted (folks: it turns out there is a reason why the “mechanics” that work at Sears were hired there rather than at a higher paying, less demanding independent shop). I didn’t think this was a big deal, so I found the right bolt, and corrected the mounting of the alternator and had no problems except for a slight noise from the alternator bearing, probably caused by the misalignment with the belt.
Jump to 23,000 miles and one year later and the alternator is kaput.. dead..deceased.. not alive.. no longer charging my over-priced Die Hard or Die Harder battery. I called Sears Automotive expecting to be able to change out the alternator and bring the old one in for a replacement. What transpired over the phone was more akin to the Monty Python infamous Parrot Sketch. (This alternator is not dead.. its just stunned and shagged out after a long charge! Its pining for the fjords!) No.. they insist that since they installed it, they need to be the ones that replace it. Not only that, but they will charge me to do so since the labor is out of the warranty period but the part is not. I offered to provide the car to verify the mileage, but they insisted rather adamantly that they must be the ones to repair it. I called Sears corporate to file a complaint and at first they asked if I was calling to complain about tires. (search for Sears Automotive tire complaints, folks.. God help you if you ever buy tires there. I had no idea it was so bad). I filed a complaint with the Better Business Bureau in Chicago, where Sears is based. The case was just closed as “resolved administratively” which basically means that Sears has lobbied them not to have a negative complaint filed against them, so they will be little help. I don’t think there is much I can do now except appeal to you, dear readers, in an effort to cost them a few hundred bucks.
Oh, and $50 on ebay motors and one used alternator later, I am back on the road with no trouble. This is less than what I would have paid if I had Sears install another one of their DieHarder alternators.
July 10, 2010 at 11:11 pm |
Sears in Colorado Springs is pathetic. And if I’m not mistaken, it really isn’t Sears anymore, as the Kmart completed its purchase & merger in March of ’05, and we all know Kmart sux big time! Kmart board members outnumber Sears BMs more than 2 to 1. I ordered a $10 item a month ago. It was promised a week ago. Yesterday, I got a computer call saying it would not arrive in two more weeks. When I went to the store to pick it up on the first promised date the two clerks I dealt with were worthless. They sure don’t belong on the sales floor with customers with their attitudes. Fortunately, I ran into two stock men in the back of the store who were knowledgeable and helpful. At least they could tell me the product had not arrived. And many of us are familiar with the attitude “Sears” put forward when their washing machines’ software was screwed up. Why on earth anyone, including myself, shops there is beyond me.
July 30, 2010 at 12:54 pm |
I worked until recently at the Hauppauge NY Sears store. We just lost Ann the best manager we ever had in years. Now we have a bitch named Krista, with absolutely no personality or people experience. She is destroying the customer and employee relationships and experiences that Ann and her staff had worked so hard to develop. Now, hours are cut, employees are leaving, and customers are unhappy. All Sears cares about is getting credit apps (you have to be an asshole to want a sears card at 29.9% interest), and Protection Agreements (PA’s) that are useless!! Remember that the Manager (Krysta) get her bonus check based upon pa’s and credit apps!!!
NEVER buy a major Lawn and Garden product at our store, if it breaks you have to wait 3 WEEKS for repairs!!! If you turn a craftsman lawnmower on its side to change the blade, oil runs into the carburator and the engine fails. I SUGGEST YOU SHOP AT HOME DEPOT FOR TORO LAWN MOWERS !!! Craftsman tools, also known as CRAPSMAN tools are made in China, don’t hold up, break often, and hard to get replaced under warranty.
For major appliances, NEVER BUY AT SEARS! The delivery systems sucks, and they try to charge you $20 additional if you want a morning delivery! WHEN, not IF you require service, oh well, the average wait time is over 4 weeks. They don’t have enough technicians to fix all their appliances that fail so often.
BUY ALL APPLIANCES AT PC RICHARD’S, as they have over 100 years of happy and satisfied customers :-))))) They service what they sell and deliver same or next day promptly.
My best decision was to quit Sears and now I have my life back again!
August 7, 2010 at 8:38 pm |
I bought a eureka vacuum cleaner at sears . It sux and so do the fifty people from the 1-800 repair number that do not even speak english. DONT SHOP AT SEARS THEY SUCK ASS!
August 9, 2010 at 9:50 pm |
My name is Marcus and I am part of the Sears Cares Escalations team and I am very concerned about what I have read here concerning your issue with Sears and our products. We would like to help bring resolve to your issue. 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 contact our office at searscares@searshc.com so you don’t have to continue to be impacted by bad customer service and delayed service. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) 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 (Tina) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Marcus C.
Senior Case Manager
Sears Cares
August 8, 2010 at 12:38 am |
I worked for Sears Canada in Kelowna, BC, in the electronics department and I definitely have to say that Sears really does suck! I worked there for my 3 months probation and they fired me because I wasn’t properly approaching the customers. In addition to this I was informed that my sales were far too low. I get the impression that they fired me for a completely different reason. There was a German fellow I worked with that was slightly on the abusive side, calling me a “goof” among other things. He made no effort whatsoever to convince me that he was joking. In fact, it’s almost as if he was trying to justify calling me names and insinuating that I was some kind of inept retard, or a cretin if you will. Once I told him I completed some of the online modules he said “Really? All by yourself? Did someone help you?” I never once notified the management of this abuse because I knew that it wouldn’t get me anywhere. What I find most disturbing is the fact that they never actually taught me how to sell. I received a few “tips” here and there, but most of the time the only answer I’d get from them was “be confident when you approach the customers.” I realize that selling is a skill that one either possesses or doesn’t possess, and it’s not easy to convince someone to buy a $2000 TV that they only watch a handful of hours a week. I’m tremendously disappointed in Sears. During the final dismissal meeting, I was informed that it was a shame they had to fire me because they thought of me as a “NICE GUY”. Well, maybe in my next profession I’d be better off being a complete asshole. One other thing I’d like to mention is the building itself. The place looks like a total dive on the inside, with the discoloured 30 year old ceiling tiles rotting away and dust accumulating on the glass TV stands every night. The carpet in the electronics department had stains all over it and, frankly, I’m surprised the customers could take the place seriously and bring themselves to buy a TV there. The Greek man I worked with was very kind and funny and he encouraged me to do a better job. The German guy had his moments and was kind enough to lend me money for lunch, for which I paid him back a few days later. The more I got to know about Sears, the more I began to dislike the company. It’s a dinosaur of a company that pays it’s employees what may as well be minimum wage. Oh, and forget commission in the electronics department. They even had me cover for the vacuum department when I first started there, and I felt sorry for the customers because I wasn’t ably to provide them with the level of service that they expected, because I wasn’t properly educated about the products. It’s almost as if they said “Screw it, we’ll just throw this new guy in there, the department will be dead most of the day anyway so he doesn’t need to know what he’s talking about.” I feel like such a sucker for thinking that they would actually look after me, a fellow employee. Unfortunately, Sears is the type of company where the managers are too busy looking after their own asses, and when sales are slumping the little guy like me gets the boot, even though I was never properly shown how to sell. As I said, Sears is an outdated company with outdated principles and they try to disguise themselves as being “different” from their competitors such as Zellers, The Hudson Bay Company, Walmart and others. Some of these are Canadian companies so they might not be familiar to Americans. They treat their employees like garbage and their clothing lines are an absolute joke, it’s no wonder people buy expensive brand name clothing such as Armani and Hugo Boss at higher profile stores, because it seems these are the only clothes that offer the perfect balance between fashion and longevity. To all of you reading this, whatever you do, don’t apply to work at Sears unless you’re destitute and very desperate to find work.
August 8, 2010 at 4:08 pm |
I have just posted a blog post with the title “Sears sucks”. I wasn’t aware that a whole blog site exists with this topic. I don’t seem to be alone in my frustration. Keep it up
August 9, 2010 at 10:50 pm |
Bought a new Samsung refrigerator from Sears Tucson Mall 5 months ago and it is NOT working…..both refrigerator & freezer are broken! Called the Service Department (which I shall forever here forward refer to as the NON-Service Department) for SERVICE! Was told it would be a WEEK before they could get someone to my house….ONE WEEK! I can certainly understand how 1 week is not to long of a wait for ANY OTHER APPLIANCE EXCEPT A REFRIGERATOR but SERIOUSLY! My husband takes a medication that MUST be refrigerated so in that case, they were conscientious enough to send someone in FOUR DAYS!!!!! SERIOUSLY???? GET A GRIP SEARS! The ONLY reason we bought our refrigerator from you was because of your previous customer service history…HA! Absolutely NO reason to EVER SHOP AT SEARS AGAIN! EVER!!!
August 10, 2010 at 12:32 am |
To Gail,
I’m so very sorry that you’ve had these problems with your refrigerator. You should not have encountered this situation with a two week delay in getting service out to you. This is the hot season however and refrigerated appliances fail at a higher rate right now than at any other time of year and as such the service units are stretched thin. We are doing all that we can to put resources in place to combat this as we do every year but we can’t hire just any body off the street to come into your home and work on your refrigerator. I also wanted to reaffirm that we are not the manufacturer and we do try to provide the highest quality products for the price. As the seller of these appliances on the behalf of the manufacturer we provide the service for any appliance we sell. We also hope that the item will not fail, because they have our name attached to them, but anything that is manufactured has the possibility of failure, be it a refrigerator or anything else.
All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation.
My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com 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 refrigerator 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 (Gail) 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 J.
Senior Case Manager
Sears Cares
August 11, 2010 at 10:48 pm |
For the second time in 6 months, I’ve gotten screwed by Sears.com!!
I order merchandise that they say is in stock.
I get a confirmation note.
The next day when it hadn’t shipped, I contact customer service. They say it’s out of stock but it’s coming from a store – okay, call the store and tell them to ship – easy right? Then I find out that the store (which store? Who knows? why do I care which store?) doesn’t have it either. So when it finally ships to that store, the store will get around to it whenever they want.
Their inventory system doesn’t have any idea what’s in stock or not – they tell customers that they have it in stock, but they don’t have any idea. If the warehouse is out of stock and some store is getting one, they change your order to ship from that store and then you wait for that store to get it! In the mean time, the warehouse may have restocked – it doesn’t matter because your order is now setup to come from that store!
The last time this happened, instead of the 2 days that was promised, it took 3 weeks!!!!! I haven’t ordered from them since then, but they’re the only one that stocks craftman tools.
For someone who virtually invented catalog sales, they are unbelievable!!!
August 12, 2010 at 5:43 pm |
Dear Charlie M.
I’m sorry to hear about the issues you are experiencing with your sears.com purchase. My name is Scott and I am part of the Sears Cares escalations team. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into this. In the email, please provide a contact phone number and we will call you directly. Also, please provide the screen name (Charlie M) used to post here for reference to the issue.
Thank you,
Scott J.
Senior Case Manager
August 14, 2010 at 6:13 pm |
Another UNSATISFIED ex-customer, I bought expensive Front load washer / Dryer last year and as usual just after the warranty expires, I start getting error messages, and the washer stops working. I called scheduled service online, for Friday 8/13/10. Took time from work and waited, No one called or came, So I called customer service, of course I was on their schedule still…
So Saturday, came no call or anything email, letters etc… from Sears, So I went to a local service company in Atlanta, and they came right on schedule, and even called on time… NEVER Trusting SEARS AGAIN…..
No excuse for such Poor Customer Service, from a dying Old US Company, maybe we should have a funeral!!!! To put us all out of our misery!!!!!!!!!!!!!!!!
August 14, 2010 at 6:24 pm |
To d Kemp,
My name is Scott and I am part of the Sears Cares Escalations team and I am very concerned about what I have read here. We would like to help. 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 contact our office at searscares@searshc.com so you (and others) don’t have to continue to be impacted by the problems within the service department. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) 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 (d Kemp) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Scott J.
Senior Case Manager
Sears Cares
August 14, 2010 at 10:52 pm |
Sooo many complaints!! I thought Sears was just screwing me off but that does NOT seem to be the case! As a college student i dont make too much money but when i had enough I got a HD TV from sears thanx to my mom being a loyal customer for years (not anymore as they screwed even her over but thats another story).
11 months later the screen becomes distored. Called sears because we got the warrenty and repairman came. All he did was unplug it for A FEW MIN (like I didnt think to do THAT) and told me could be 2 things wrong. Now we were told the parts would get here the following Monday and that was fine. Monday came no parts so we called and they say the parts are pending but of course thats not what they told us.
We waited 3 more weeks for these parts to come and the
August 14, 2010 at 11:14 pm |
Sooo many complaints!! I thought Sears was just screwing me off but that does NOT seem to be the case! As a college student i dont make too much money but when i had enough I got a $750 HD TV plus warranty from sears thanx to my mom being such a loyal customer for years (not anymore as they screwed even her over but thats another story).
11 months later the screen becomes distored and that was june 10th. Called sears because we got the warrenty and repairman came. All he did was unplug it for A FEW MIN (like I didnt think to do THAT) and told me could be 2 things could be wrong but never really explaining what. Now we were told the parts would get here that following Monday and that was fine. Monday came no parts so we called and they say the parts are pending but of course thats not what they told us at first. We didnt want to try that rental thing in the agreement since I’ve seen how sears does NOT honor that first-hand when our fridge went out (another story…sigh)
We waited 3 more weeks for these parts to come and then sheduled an appointment next Thursday….and he didnt show, didn leave a call niether so WE had to call them and schedule AGAIN. We managed to get them to send someone the next day and as the very last appt.(whoopie?) Guess what? Both parts didnt work and now sears says fuck it! Its out of our hands we made u wait a month and a half with a 32 inch paperweight. And since now it’ll cost sears more money to fix it now they want to replace it (which we tried to do before, but of couse the tech has to reassure that its a piece of crap first) only first they have to get the go ahead from sony first which will take till August 20th. so let’s see june 10th- to august 20th (if it even gets solved then) for a TV??! I fear for those with A/C and washer/dryer probs and my families opinion of sears is down the toilet in under a year. As a college student ( now grad) I never thought I would be screwed out of my money and time so early in life lol. Well lesson learned, and as an engineer, I think I’ll spread the word, SEARS SUCKS.
August 17, 2010 at 3:17 pm |
Dear Why Sears WHY??,
I’m sorry to hear about what you’ve had to endure during the repair of your TV. I can imagine the frustration and inconvenience this has caused you. I apologize the repair has taken so long; ultimately we’d like the TV repaired quickly and completely in a reasonable amount of time. This has obviously not been the case for you. My name is Scott and I work for the Sears Cares Escalations Team. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the TV was purchased under and we will call you at your convenience. In addition, include your screen name (Why Sears WHY??) in the email so we can reference to your case.
Thank you,
Scott J.
Senior Case Manager
Sears Cares
August 19, 2010 at 10:25 pm |
I’m sorry but i’d rather not deal with sears any more than i have to. Since my replacement TV as far as now is not coming to me til september. And after so much unsatisfactory customer service and even lieing to me so i wouldnt call back plus a BS warranty;hell all I want now is my money back and just wash my hands of this.
August 20, 2010 at 3:15 pm |
Why Sears WHY??
I am sorry that all the frustration revolving around this TV repair has reached this point. I can assure you, our department can assist you with this matter to your satisfaction. We are a single point of resolution within the corporate offices and have empowerment & options available to us that other departments do not. Your case would be assigned to one Case Manager that would oversee and help you through the process from start to finish. If you feel you’d like our help, again, please email us directly at searscares@searshc.com with your contact information. We do look forward to speaking with you.
Thank you for your time & response,
Scott J.
Case Manager
Sears Cares
August 17, 2010 at 6:11 pm |
Last year we bought a portable upright air conditioner.After six weeks it leaked water all over my laminate floor. We were lucky that the floor wasn’t ruined. There wasn’t even an entry in the troubleshooting part of the manual about dumping water on your floor. We sent it in to be assessed but I wanted to return it. I didn’t want to risk the floor again.
But NO! It was a seasonal item and they could only be returned within a month. I asked them if they thought that was good value for my money, to spend $700 on a machine that breaks after 6 weeks. They couldn’t give me an answer. After much nagging they agreed to take it back BUT I had to pay a $150 restocking fee. Restocking fee????? They weren’t going to restock it!!! They would ship the piece of crap back to Delonghi!!! I kept it and now only run it while it sits in a rubbermaid container (in case of further leaks).
August 17, 2010 at 6:21 pm |
My current problem is that we just found an old Sears gift card. Somebody paid Sears $50 for the card and now it has expired. Legislation was brought into our area making expiry dates illegal but this card was purchased before then.
The local Sears store told me some story about the card having the expiration date extended and it MUST have been used. I was trying to be nice (I figure that Sears’ policies aren’t the employees fault). The cashier I was speaking with at first was very polite but the manager came out swinging. It felt like she darned near called me a liar. “If YOU didn’t use the card then SOMEONE with access to the card must have used it).
I was thinking afterward… if I used the card, why do I still have it? and why was it still stuck to the cardboard envelope when I found it?
I called the 1-800 number on the card and was told that it was expired, there was NO extension on the expiration date and the card was definitely NOT used.
I know the card is expired but it would seem to me that the right thing to do would be to honor the money that was paid for the card.
I suppose they never would have brought in regulations about gift cards if companies like Sears had a habit of doing the right thing.
All I know is, from where I sit, it feels like Sears is using the rules to steal from me. I’m not an old man and it just baffles me that Sears is willing to throw away several decades of business from me and my family over $50.
August 17, 2010 at 6:31 pm |
The gift card issue seems to be a grey area of the law. They would not honor the warranty of my alternator after it stopped working well within the warranty period. Your best bet is publicity.. every time someone posts a negative experience here, it costs Sears hundreds of dollars. This blog alone must have cost them thousands already.
August 17, 2010 at 7:00 pm |
Dear Eric,
I was sorry to read about your gift card situation. This is definitely something we can help with. I’m Scott, I’m a case manager with Sears Cares Escalations. We’d like to assist with your problem. Please email us at searscares@searshc.com at your convenience. In your email, please include your contact information and your screen name from this post (Eric) so we can reference your issue.
Thank you,
Scott J.
Case Manager
Sears Cares
September 24, 2010 at 10:35 pm |
What gripes me is that people will experience terrible customer service and continue to shop at these crappy retailers. I remember when Monkey Wards was going belly up. They should have gone broke in a couple of years but, thanks to people shopping they lasted about ten years rolling around like a beached whale. Finally the hone of terrible service was gone. Now we have the Sears / Kmart operation, which is ran by a bunch of corporate idiots. These operations should have already gone out of business, but people continue to go in the stores, get crappy service and product and Sears / Kmart hangs on. It is really a shame because they take business way from the really good retailers. I don’t understand why people continue to shop at these dumps. Apparently they think something will get better about the shopping experience. What they don’t get is if they spend their money there they send a signal that Sear / Kmart is doing it right. Eventually they will either be absorbed by a company that knows what they are doing or the will cease to exist. I just wish there was a way to hurry that process up. These guys are really bad.
September 25, 2010 at 4:33 pm |
Dear Don Martin,
I’m obviously concerned by what I’ve read in your post. I’m terribly sorry you do feel this way. I’m Scott with Sears Cares Escalations. I’d like to find out what has caused you to feel so wronged and opposed to Sears so we can help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Don Martin) in the email so we can reference to your case.
Thank you,
Scott J.
Sears Cares
October 3, 2010 at 3:52 am |
Dear Scott
I just don’t care about Sears or Kmart. I don’t care about emailing you. I don’t care about your stores. I have witnessed theexamples of the worse customer service I have ever seen and am no longer a customer. Given that you don’t have the power to fire Lampert or educate him or his crew about customer service issues, I really can’t imagine why I would want to engage in exchanging emails with you.
I have consulted and taught customer service as it relates to business for years both in seminars and college level institutions. I have been a certified retail analyst for over15 years. I have logged over 25 years in the retail arenas at various management levels. If I had a dollar for every time I have used your company as an example of what not to do I would have more than a few bucks. Frankly your operations serve as an example of what happens when complete armatures take the helm of a business. I am sorry if I sound harsh, but the your store operations seem consistently lacking in the elementary aspects of delivering a customer experience that will encourage healthy growth.
Kmart is clearly a train wreck that has yet to be cleaned up and Sears is just beyond gaining any appreciable level of customer respect or loyalty. Scott, I doubt that your company is going to survive. Without a major change of course and a new attitude permeating your operations I am afraid it isn’t going to end well.
I wish I could sincerely wish luck to your company, but it is just terrible and needs to go.
September 27, 2010 at 1:35 am |
I recently purchased a garden tiller and refrigerator, with both items scheduled for delivery within two weeks. I called the local Sears Merchandise Pick Up Department on the day I was told the tiller would be in and was advised it was ready for pick up. I went to the Store and was told it was on the truck at the loading dock but not yet unloaded. No problem – and I offered to come in the following day when I was then told it would be ready once again. This went on for five straight days, when in the end I was told the item was not in supply chain and was on back order with the manufacturer. Considering I was told the manifest confirmed the item was in-house made me wonder if Sears is still using 19th Century technology for customer service. Had I been told at the start it would be two weeks, two months or a two year delay, I would have accepted the wait time with a smile. But to be misled to is no way to treat a customer. I cancelled both items and if anyone from Sears can suggest a competitor where I can buy these and several other high ticket items, please let me know.
October 13, 2010 at 7:12 pm |
Sounds to me like it came in and got sold out from under you.
October 13, 2010 at 7:21 pm |
Just a follow-up to my post above, before posting I began inquiries regarding my gift card through the usual phone and email channels. Then I began one through the Sears Cares people. My request for a new gift care was flatly denied through the standard channels but Sears Cares did come through and I received it in the mail the other day.
To Sears Cares, it is nice to see that there is one branch of this corporation that realizes what decade they are doing business in. The sad thing is that the rest of the organization probably has no idea just how much they owe you for running around the internet trying to fix their screw ups.
To the rest of Sears, Thphthphtt!!!!! You can thank Sears Cares for saving you my business but your piss poor attitude has now made you my last resort.
October 16, 2010 at 6:19 pm |
Well a little update, after Sears stopped being asswipes and sent our proof of purchase to the distributor (Sony in this case) I finally got my TV around September 8th or so. It took Sears almost 2 weeks to send Sony the info that I actually bought the TV from their crappy store. After it got in Sony’s hands they sent the replacement TV 2 days later. I was suprised that something finally got here in a timely manner but that was no thanks to sears themselves. Been enjoying it since, but have not walked in a sears since, lol. my family, friends and coworkers have agreed that sears needs to shape up….or die out, whatever comes first.
October 22, 2010 at 5:28 pm |
Every time I call sear to help me out with my product, they leave you on hold for 10 damn min. and while I talk to them and express my concerns with the product, they put me on hold and disconnect me! I hate sears!!!!!!!!!!!!!!!
October 30, 2010 at 1:43 am |
oil change should be done depending on the characteristic of the machine’,:
November 6, 2010 at 6:19 pm |
My complaint is the same variety. Purchased a dishwasher at Sears online. Used their installers. Machine came without part to hold upper rack on track. Had the guy install it anyway and have spent two weeks trying to get part. e-mail address on their website came back as undeliverable. Hours on phone. Cut off several times. Today they agreed to install new dishwasher this week. We’ll see, but I will never buy another appliance from them.
November 6, 2010 at 9:09 pm |
Dear Eileen Kotler,
My name is Marcus and I am part of the Sears Social Media Support Team, and I found your comment and I am very concerned about what I have read here concerning what you have experienced with the installation of your dishwasher. I first want to extend an apology on the behalf of Sears letting you know that we do value you as a customer and we would like the opportunity to step in and help resolve this issue. I did read that you are scheduled for the install of a new dishwasher. As I stated previously I would like the opportunity to insure that this install is not only completed but installed correctly with all the right parts. The Sears Support Team is the single point of contact for escalated concerns for Sears, which means we step into a situation and handle it start to finish with one Case Manager. I do hope that something can be done through this process that will keep you a Sears shopper in the future. At your convenience, please contact my office at smsupport@searshc.com so you don’t have to continue to be impacted by this. Also in the email, please provide a contact phone number and we will call you directly. Also, in your email please provide the screen name (Eileen Kotler) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Marcus C.
Social Media Support Team
November 13, 2010 at 2:28 am |
Sears sold it’s soul. The appliances are now made mostly by lg and samsung-Korean. Whirlpool made a MUCH better product. Remember the “mores” of Kenmore? they are gone. We could outsell LG product with Kenmore any day of the week. not anymore. The quality is just not there. Neither is the new lawn and garden. Cheap crap lawn tractors made by mtd. Craftsman dropped its tool exchange on the tape measures-replacing them with STANLEY tapes one last time. Sears is now stocking cheap junk tools. Harbor freight quality tools.
Service. Yes, Sears Holdings owns A&E. So, they are doing all the service for their competition. They are running the service techs so thin, they have no flex-all in the name of profits. Sears service is not cheap or fast. Most any local repair person will beat Sears in time and cost.
Look out for the kids ride on toys this year, the batteries in some of them expired in Oct 09! They put stickers on for another year, but those expired last month. Look at some of the boxes on the sale items-refurbished. They are dumping Kmart product in Sears. Sears will be in one chapter of bankruptcy soon-just like Kmart.
Has anyone looked at Sears.com? There isn’t anything they don’t whore on that web site. If you are looking for a simple item, it’s not uncommon to get 10 thousand plus items matching your search! Hope you never need a refund from sears.com, it could take months. The “personnal shoppers” on sears.com are idiots, and have little to no product knowledge.
Sears does not match any offers by the competition. Lowe’s and Home Depot do free delivery, NO REBATE REQUIRED!!! They also offer 0% financing at the SAME time. Sears doesn’t. Lowe’s give a 10% military discount-ANY time. Sears doesn’t. I can go to Lowe’s or HD and get real FREE delivery AND 0% financing at the same time. Why can’t Sears do that? They won’t, but they could. Perhaps that is why so many customers LEAVE Sears and go to Lowe’s or HD. Sears is not competitive in any way in the market place, and is rapidly losing customers. Yet, they are blind to the hemmorage. The idiots in charge are running this company into the ground, and are completely clueless. They are ignoring almost every management principle that made it great.
Sears is giving up quality and customer service for profit margins. They are answering to stock holders-not customers. Sears is on the way down at a rapid pace. Unless Sears management changes course, the customer base that made it great is going to evaporate(die off). Sears is going to be the next Mongomery Ward.
I didn’t even touch on Sears credit! NOW there’s a nightmare!!!!!!!!
November 13, 2010 at 6:52 pm |
Dear Bob Onya,
My name is Scott and I’m part of the Sears Social Media Support Team. I found your comment here and I am truly conerned with what I have read. It sounds as if we have let you down on just about every level imaginable; I’m terribly sorry you’re so disappointed by Sears and that we have wronged you. Sears has always stood for the highest levels of quality and service. We’d like to obtain some more specific information from you so that we can make things right, and restore your faith in Sears. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Bob Onya) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
November 17, 2010 at 8:07 pm |
i am interersted to get a physical therapy course because it seems like a good job ..-
November 21, 2010 at 2:01 am |
Well there is good news. Sears sales are in the pits and it is mainly due to terrible appliance sales. it takes a real genius to take a respected private label like Kenmore and screw it totally up. Good job Eddie.
November 24, 2010 at 6:04 am |
Two stories about Sears, both involve them and my parents:
1. The folks has Sears re-side the house and caulk the windows. A piece of aluminum blew off at the coping, about 4-5 years after installation. They called Sears, and they said they would fix it for a fee. Now, this is aluminum siding, if installed correctly it will last for decades, and is already blowing off? So Sears would not stand behind their work. Had someone come put it back on, he went up there and found this piece being held in by two nails only, not sealed, and the wood was rotting underneath. On top of that, the windows that were caulked were never caulked on the tops and were used with an interior grade latex caulk that was deteroriating.
Again, called Sears for a fee they said they would fix it. Said, warranty expired. Complete bull sh**. You are installing exterior grade products they are suppose to last for decades, not a few years. Complete scum bags. This happened this year.
2. Also with the folks, both a stove a couple of years back. Paid for the warranty every month. The electric controls went, Sears sent their vendor out, parts ordered, parts arrived. The stove was suppose to be fixed on Monday, 11/22/10. Vendor called said he couldn’t do it, was sick, and earliest he could make it is Friday 11/26. The folks called Sears, saying they can’t go almost three weeks without a stove. Sears, said “Sorry, but earliest we can get someone there is the 26th.”
Hey SEARS!, it is Thanksgiving week you morons!! You are telling a grandmother who is expecting a house full of people, that she can not use her stove because you won’t find another tech or at least make an effort to pay someone a little overtime to work late to fix the stove. All because your product crapped out in two years! And how is a person sick on Monday, not able to work for a week? These people have paid for a service with this service warranty, and the service Sears is giving them is a screw job.
What’s next, sell them a furnace, and when it breaks down, promise to fix it in the Summer??
Bunch of BS, no sympathy, don’t care.
Sears stands for:
Screwing Everyone’s A** Really Strong
November 24, 2010 at 6:46 pm |
Dear God Sears is Horrible!,
I found your comment on the blog here and I wanted to reach out to you and offer some assistance. It appears you have two separate issues here not related. We’d like to help with both. You are right, siding should last for years & years if installed properly; I know that’s incredibly frustrating to be facing a problem like this so soon. As far as the problem with the stove; this is nothing short of infuriating I’m sure being so close to Thanksgiving. Being without a stove for such an important holiday is without a doubt upsetting and unacceptable. My name is Scott and I’m part of the Sears Social Media Support Team. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the stove was purchased under and we will call you at your convenience. In addition, include your screen name (God Sears is Horrible) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
November 26, 2010 at 12:06 pm |
I got up at3 am to get a washer and dryer for my mom.. there were already several people in line for the black Friday sale. The add said they had 4 sets available. They had only three and they gave those to people in line before the store was open. I wasted hours of my time on a loss leader that Sears had no intention of filling to the advertised level. That ticked me off… and the employees just said that’s the way Sears does it. Nice. Not!
November 26, 2010 at 12:51 pm |
The old bait and switch… employees suggested I buy set that was 200 dollars more!
November 26, 2010 at 1:18 pm |
I’m really amazed… Now I am back at home, after waiting in the cold (12 degrees F) for 40 minutes to buy that washer and dryer for my mom. All the kids went in on it to gather the money for the set.
I guess when you combine KMart with Sears, that’s the kind of deceitful marketing practices you get.
Someone in line said the vouchers were given out last night… I sure wish they had said so before I wasted my time standing in the cold.
I was excited and felt great about Sears making it possible for us to give such a needed gift to our Mom. Now I feel cheated and may not go back to Sears again. Way to go, knuckleheads. At least JC Penney carries what they advertise.
I am the manager/owner of several large LinkedIn groups and am active on FaceBook. I’m not sure where my rant will stop… but I need to sleep. Maybe I will feel better when I wake up later.
Sears, if you need to get ahold of me… I’m JosephSpencer on LinkedIn.
November 26, 2010 at 9:17 pm |
Sears, Never mind, I found a better set at Home Depot for $100 more, with free installation (something you charge $79 for). The will take a way the old set too. Home Depo has hundreds in stock. I guess they care more about their customer than Kmart/Sears.
My attitude about KMart comes from working for them when I was 16. They used to run ads all the time with only one case of the sale item. The toughest was the canned bacon… those would sell out in the first ten minutes of the store opening on the sale day. I would spend the next week apologizing to customers and getting yelled at by my supervisors for helping customers instead of stocking shelves as fast as my hands could move…
I guess Sears is just trying to create opportunity for their competition. That’s really OK. I learned my lesson. Hopefully you can learn form my mistake: Don’t waste your time at Sears.
December 10, 2010 at 11:13 pm |
I’m another victim of Sears.com. I wish I had read some of the complaints BEFORE doing business with them recently. Never again. Let’s all hope they go out of business. Customer service is the most important aspect that a business has. If you fail at it, you fail as a business.
December 11, 2010 at 7:59 pm |
Scott S,
I’m reaching out to you to offer assistance and extend an apology. I’m terribly sorry for your disappointing and frustrating experience on Sears.com. No matter the stage (online, store, auto or home services) Sears always strives to provide the highest quality of service. I know we have let you down, but we’d like to find out what has caused you to feel this way so that we can make things better and restore your faith in Sears. My name is Scott and I’m with the Sears Social Media Support Team. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Scott S) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
December 12, 2010 at 1:42 pm |
As a employee of Sears in the Anderson SC store, I was shocked to come in one day and see posted for all to read that the following employees MAKE NO EFFORT! yeah that’s what was posted by the BOSS. I’m young, and attending college and find it hard to believe that such uneducated idiots hole such low paying BOSS jobs and choose to post such a stupid thing.
Sears is such a lost cause when it comes to treatment of their employees. Do they honestly expect to get good performance from people posting what I feel is a form of character attack on folks. Thank God that one day I will complete my education and obtain another job and if I am fortunate to be over people in the work place, I certainly will know the rights and wrongs of respect for your co-workers.
December 15, 2010 at 7:22 am |
As of today, I am now an ex-Sears sales associate, and I’ve never felt better! Sears is a sinking ship; a retail dinosaur in the modern age, and I have full confidence that they will go the way of Montgomery Ward in the next five years, if not, sooner.
Sears is not very competitive when it comes to pricing, in-store inventory, delivery (both in cost and urgency), customer service, and veterans/senior discounting. Lowes offers 10% for both…I’ve had many people walk away from a sale because of Lowes 10% military discount, in addition to their free next day delivery — sears charges $70 for delivery (that in some cases is refundable via rebate…of course….in lieu of 12 mo/0% financing) and takes around four days, if not, longer if the product is not readily available.
I also don’t like the way they f*** with sales associate commission rates in order lower prices on items whenever it comes to a big sale. It’s the same thing that the auto-tech guys in prior posts were complaining about as well. Also, I found it hilarious, but sad, that Sears emphasizes so much on selling those Master Protection Agreements…basically the only thing that’s keeping their sinking ship afloat in the short term.
Sears Holdings can only cost cut so much before they will reap what they have sown. Cutting commission rates, store upkeep expenditures, and jobs (my ex-store is closing down the warehouse, putting good people out of work) will save some money in the short term, however, it will not be enough to save this old relic of a retailer. It’s kind of sad really, because I have fond memories of this once great retail giant as a kid, but the people running it now are plowing it down into the ground: into a burial plot right next to Montgomery Wards.
December 30, 2010 at 11:57 pm |
Congratulations. You’ve been freed from the hell that is Sears. I, too have just liberated myself. I was run out by a big-ass lie perpetrated by my former ‘supervisor’, a two-faced Hispanic female who thinks that because she is now an ASM, she has license to treat people like crap at her will, something she had never done before. No one will believe the lie she concocted about me. What she said is not true and she could never prove it anyway.
It’s all good though as I was planning to leave three days later anyway. Unlike her, I don’t have kids and college loans to pay for. I have money, so I’ll be fine.
I do feel sorry for my colleagues though. I’m just wondering who she’ll lie on next to get them out the door. Probably more softlines MCAs, the most disposable employees. She’ll keep a few around to help her shim her way through the next Core & Compliance visit.
December 15, 2010 at 3:28 pm |
Last year, I had a horrible experience (I know, nothing new) with my Sears snowblower. Two attempts to have it repaired at the store in Ogden, Utah, and one visit by an incompetent Sears repair guy. He told me I needed a new carb, but the manufacturer was out of business, and the part was not available. Since I needed a blower (big storm moving in), I purchased a HONDA snowblower – GREAT machine BTW – at a local shop. I needed a snowblower at my office, so I thought, what the heck, and took the Sears machine to the same shop. Guess what, with a $10.00 part they FIXED IT!
WARNING – STAY AWARE FROM ANY MECHANICAL PRODUCTS AT SEARS!!! Avoid their power tools (same problem with a chainsaw), snowblowers, exercise stuff, etc. If you need a great lawn product, go to Wilkinson Supply in Ogden on Grant. Sear still owes me $100.00 for that failed “repair” job in Ogden.
December 17, 2010 at 9:50 pm |
As filed with the BBB today:
Filed against :
Sears Holding Corporation (Sears)
3333 Beverly Road
Hoffman Estates IL 60179
Complaint Description:
On 11/30/2010 I placed an order (#xxxxx) on sears.com. During the entire process up to and including the shipment confirmation email, signed by Imran Jooma, SVP of E-Commerce for Sears, I was not informed that if there were any issues with my order that I would need to take them up with a 3rd party fullfillment company (Custom Music). The confirmation email was also problematic in that it showed UPS would be the shipper, but offered a tracking number as a link that launched Fed Ex’s tracking site, which showed the shipment had been “Initiated” (a state prior to Fed Ex picking up any package). Entering the shipping number into UPS’ tracking site shows an invalid number, despite the order summary page on Sears.com being a link to UPS site to enter the number. When contacting sears e-commerce support today, I was informed that I would have to contact the 3rd party myself to learn about my order. I informed a supervisor that since all evidence throughout the ordering process up to and including the confirmation showed that I was purchasing from Sears, and, that my Visa had been charged on 12/2 by Sears and not by Custom Music, that I held Sears responsible for invstigating the order that I placed with them. The supervisor offered to email Custom Music and that I could expect a response in “a week or two”, otherwise, I would be responsible for contacting them. I informed them that this was unacceptable since Sears was already holding my money. I was given no alternative. I believe that Sears.com is engaging in clearly deceptive practices by selling products from 3rd party vendors, charging customers for them with payment to Sears, and attempting to absolve themselves of all responsibility in the transaction to follow up on fullfillment problems. When I asked the supervisor how I was to know during the order process that I would need to contact a 3rd party if there were issues with my order, I was informed that because there was a link below the product (Custom Music), with the vendor’s contact info, that that should have been sufficient to inform me. I do not believe this is the case and trust that the BBB will follow up with Sears to ensure that future customers are always informed of how 3rd party fullfillment orders will be supported. I have contacted Wachovia Visa (at 866 415-2029) to open dispute #xxxxxx to recoup my money.
December 31, 2010 at 12:24 am |
I believe Sears is on a mission to get rid of all employees who aren’t making money for the company, and the ones who are costing the company the most money. MCAs (and people with more than 10 years of service) have targets on their backs. I am absolutely convinced of that.
Having just resigned my post, I probably shouldn’t care, but I do for my colleagues who are basically seen as little more than minimum wage slaves. MCAs aren’t known for getting credit apps or PAs, so they really aren’t generating any revenue for the company/shareholders. They’re disposable and are only relevant to management at Thanksgiving, Christmas and Core & Compliance.
Because the company is apparently headed towards being a more online-oriented business, why waste money on unnecessary payroll? The CACs are going to be held responsible for their job AND the mca work(signing, stocking, pcns, zoning) and of course, getting no more money for it, just like in the ‘good ole’ days’. It’s coming I’m sure.
Any Sears employee who isn’t paying attention to what’s happening with their employer or the red flags that are waving is going to be screwed. I wish them good luck.
January 31, 2011 at 9:38 pm |
after 5 trips to a Sears store and finding out that my tires were effed up and Sears should have noticed when they took all of my tires off of my car and examined them – I get this response:
We appreciate you taking the time out to provide this feedback and it has been forwarded to the appropriate channels, I do understand that you will no longer visit our Auto Center however I would like to know if you would continue shopping Sears Retail. We would be more then happy to provide you with a $50.00 gift card if you would like to continue shopping with our company.
Now seriously???? So if my tires exploded b/c of a defect that my dealership found after I immediatly picked up my car from Sears and was told nothing was wrong who would get money from my unexpected demise? I seriously doubt an effing $50 gift card would cover the funeral.
Thank you Sears! you really have changed my view on things. Sure send the money I will buy clothes and donate them to the homeless because that will be the only good thing your store has done. Ohhh and PS I am going to blog about how bad you suck for a long time and tell every single person i know about my story. May not sound like a big deal but when you have a negative experience with a store you tell 7 people on average! and i am really pissed off. So I am going to tell anyone who listens so they don’t go through the hell I went through.
February 5, 2011 at 4:13 am |
It would have been nice if you had used Google properly before starting this blog.
Google “Best Buy sucks” and you get 8,180 hits.
Google “Lowes sucks” and you get 6,440 hits.
Google “Home Depot sucks” and you get 4,020 hits.
Google “Sears sucks” and you get 5,240 hits.
You should have put “sears sucks” in quotes in the search box on google.com. Otherwise, you get erroneous figures. See, without the quotes, it looks for anything that uses the terms “Sears” and “sucks,” even if the page says “I shop at Sears because Walmart sucks!” If you’re going to use statistics, make sure they’re accurate and meaningful. Otherwise, it just makes you look dishonest.
According to the stats, Sears doesn’t suck nearly so bad as you make it out to. Especially when you consider the number of transactions and customers per year going through Sears stores every year.
Now, put in any airline + sucks, such as “Southwest Airlines sucks” or “United sucks” (IN QUOTES!) and see what happens. They have far fewer customers annually than Sears or any of the other retailers above, and far less repeat business per year, yet they have far more hits. See why rate means so much more than sheer volume?
In fact, based on customer volume versus “RETAILER sucks” hits, Sears actually sucks a lot less than Home Depot, Lowes, and Best Buy. Statistics…is there anything they can’t do? A good understanding of how to do research is useful for everyone.
February 5, 2011 at 5:46 am |
Thanks for the lesson in how to use statistics and how to use google.
In return, all I can do is offer you a lesson in reading. Do you see any other stores mentioned in my posts? Is there a mention of which stores I think are better than Sears?
Nope.
February 9, 2011 at 2:31 am |
ok so i work for sears, i being a phone agent can tell you i hate sears with a passion, we were taught from training to ALWAYS have integrity, never lie and always do what the customer asks.
however we cannot tell you the truth about why your appointment was rescheduled, we try to avoid sending out a truck in order to make a dollar, we have to tell the customer that we are “Account Manager” and try to refuse to transfer to a manager because not only does a “superviser call” hurt you statistically, it can get you written up and most of the time managers dont even want to take the call.
as far as techs calling off all the time i can tell you from 1st hand experience that it is a lie.
I work on the phone, im replaceable even for a day, a tech is not
in the summer of 09 i got into a car accident and was in the hospital. Sears wrote me up and said i signed a contract agreeing that i would be present.
we have to clock in on computers, managers do not (their on salary)
so managers tend to come late, take 2 hour lunches, and leave early. managers get on facebook, pandora, myspace, and occasionally play games while on the clock.
if that isnt bad enough let me give you some numbers
sears (when i as hired) told us that we need to listen to the customer, try every troubleshooting step, follow a 5 minute dialogue and do our best to keep you happy, lets say customer is unhappy and wants to vent, that hurts the agent
we have to get customer off the call within 330 seconds, if we dont we get fired
we need to have an average of 23% avoid rate (avoid sending a tech) if we dont we get fired
we need to offer you a home improvement which will allow sears to make an average of about 6k and make us $5, if we dont get enough we get fired
we need to be on the phone 99% of the time meaning that if you need to take a potty break you just screwed yourself over
our warranties are crap, we can replace your appliance only after 4 initial service calls where a tech replaces parts 4 times within a 12 month period. then well offer you usually 500 less then what you payed for your appliance.
food loss covers only $250 a year so that means if your a hunter and you have a freezer filled with your meat and our appliance fails then were only going to reimburse you 1 time, screw what you think.
i work a 5 hour shift because anymore of that would drive me to insanity, i get a 15 minute break. which in most cases doesnt even give you enough time to grab a soda since most of he breakrooms are nearly 5 minutes away.
if we request a day off 3 weeks ahead, with vacation most of time it gets denied.
if we dont pick up extra hours it gets mandated.
sears honestly SUCKS.
ive been working here for 3 years and i cannot wait for the day that i can leave and never turn back
February 15, 2011 at 1:53 pm |
So we took our hard won gift card (from some posts up) and purchased a new snow suit for our youngest at the start of winter. Well the zipper just went on the jacket. He hasn’t even used it 2 months.
Great quality there guys.
February 15, 2011 at 4:40 pm |
As an employee on and off for five years, it is easy to tell you that dealing with customers is the most difficult job to do at sears. Especially when I make six dollars an hour working in lawn and garden and all people want to do is call and give vague descriptions as to what it is they want. Not to mention the idiots who think Sears is a place where you can bargain prices on everything. Get it straight, people. YOU as a customer in the store need to understand that I as the associate is there to do one thing – MAKE MONEY. Customer service can take the back seat when it comes to making a dollar. When you return something, stick to the cashier or better yet – FIND THE ASSOCIATE WHO SOLD THE DAMN PRODUCT IN THE FIRST PLACE BECAUSE I AM NOT THE PERSON YOU SHOULD BE YELLING AT. Really pissy customers should yell at themselves…. When we offer you a Protection agreement its because your product has the potential to break down. So swallow your pride and sink the extra charge for the service. And when you are calling to get some one out to your home the number is 1800 4 myhome NOT your local sears store. PARTS AND SERVICE is there for a reason… To serivce your shit and order your parts. Alot of times I feel like going into an insurance company looking for health coverage with a severd hand JUST to see if it would work. Just like a dumb ass who runs a zero turn tractor through a field of rocks with out the protection agreement and then raises hell when I say your on your own. Its all about common sense when you purchase people. Do your research and stop asking the same question about our products in different ways to find a discount. Sears is not a flea market, we are a retailer. We sell the products and protect them so before you complain, read your owners manual as well as the owner responsibilities because I am tired of being held accountable for YOUR stupidity….. In closing of my rant, please note that some of you have very valid points and I understand that sometimes there are circumstances that you can’t prevent but 9 times out of 10 a customer who takes care of what they purchase will have no reason to complain about the services we provide and offer you every time. This is us doing a job and if you don’t like it, find some where else to shop. After all, my commission comes from selling and keeping it sold. I know my shit so dont contradict me or talk down to me when you ask about a product. Im trained, and educated…. I do my job correctly and I enjoy every second of it.
March 4, 2011 at 4:45 pm |
To whomever above. You exemplify all that is wrong about sears.
March 4, 2011 at 5:54 pm |
Now on to my puny little experience.
I went to the store i bought a kenmore washer and dryer and elite fridge. Low budget items at a cool 1500 bucks not bad right. I likes the sales people
really really nice and friendly!
Boy so i get home and i see an out of town tax or something 80 + 30 for washer and dryer on top of the 200 bucks for ext warranties. So i go errr……… purchase price + regular tax + out of area tax + delivery fee 69.99 + this one is the funniest “Non refundable weekend Upcharge” 10.00
Are you serious? im paying the delivery fee + a 10 dollar upcharge to have it delivered on the weekend!!!!!
So after pondering i say hey i still like the kenmore line so let me remove some warranties to cut some cost.
Call the store associate who assisted me …very nice lady by the way . Only problem to remove the warranties she needs to cancel out the order … DANG!!!!!!!!! or i can accept delivery then call to remove the warranties . Im like roo? My doggy ears sprang up ! ping!!!
I ask err how about then we just cancel the order then redo it ? She says ok comes back and asks for my visa again … i say heck naaah i paid for it so err i haven’t seen the refund hit my account how about we cancel everything and then when i see the refund we can do this afresh………… all because i wanted to remove the warranties ……
So i get a call from sears delivery automaton says ” we will deliver product to you on saturday ……… we will call with time window? i go roo ?
So i call the store manager ” Very Very nice nice gentlemen… Expains acouple of things works on some cancellations and i tell him look you guys are nice folks but your procedures are not customer friendly.
1. I was willing to pay for the product
2. I was willing to pay the taxes but in in the kansas city metro an out of area tax ? Please
3.I was willing to pay the delivery fees to get my products
4. A weekend upcharge for a saturday delivery. Please
Anyhoo had a nice chat with the manager and kinda let him know that the store policies are antediluvian and need to be revisited and religned with the competitive market right now. The policies are really not customer centric . Good staff in Overland park but sucky policies.
I havent even begun to rant about the calls ive had to the customer service lines and the transfers ive had……… lets not go there.
SO SEARS I MIGHT GIVE YOU ONE MORE CHANCE before i take my business and all that i can influence to other better CUSTOMER CENTRIC STORES
!!!!! THIS IS SAD. Boo Hoo i already have kenmore withdrawal!!!!!
March 5, 2011 at 8:24 pm |
Dear crawlord,
My name is Scott and I’m reaching out to you on behalf of the Sears Social Media Support Team. After reading your post here, I wanted to extend an apology and offer our assistance. I’m terribly sorry for the misunderstanding and disappointment surrounding your appliance purchase. Our store associates are trained to explain and help customer’s walk through their purchases, step-by-step. We’d like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the items were purchased under and we will call you at your convenience. In addition, include your screen name (crawlord) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
March 7, 2011 at 5:50 pm |
Dear Scott J
You can’t fix the problems on this site as you might think. I worked at a sears auto until today. Up till this past week I defended sears auto. Well now I’m going to spend my free time making sure every person on the planet knows how poorly sears treats its staff. I’m going to make a new ID every day on the sears web page with a new ip address if needed until every single last man women and child on this planet thinks sears is a 4 letter word.
Customer service is a joke at sears and if you do your job and make friends at the place you work they will run you right out the door. I have been abused from the credit department. The web sales reps treated me like crap when I was trying to help them. The manager at the store i worked at blamed me for his lack of manager skills. If he spent the time in the shop doing his job he would have smooth sailing. He spent most of his day hiding in his office reading email.
March 6, 2011 at 4:47 am |
Sears just flat out sucks. I went to the mall with an underground society I am a part of, and we were merely filming the momentous occasion when we were brutally attacked by an under-cover communist Sears worker! Cops just kept jumping us and one of our members, Jackie Dahlin was even brutally murdered by one of the mall cops. I cannot believe film is not allowed in malls anymore! I thought this was a free country!! I am very disappointed with the way Sears manages themselves and my society and I will forever boycott this store.
March 7, 2011 at 6:07 pm |
@ Scott. Sears was nice enough to give me my refund . I have opted to go elswhere for applicances owing to the increasingly evident track record of negativity within sears. One note. I have Kudos for the Overland Park sears Applicances Manager. I presume you guys do not pay him enough. Scott the problem is not the staff… look into your antiquated pos systems , delivery charges and lengthy wait times and try working on streamlining that. I joined the club of impatient customers that is going to the competition for the competitive pricing and the bargain.
March 29, 2011 at 3:52 am |
Yep add me to the list of suckers
water heater went out after 2 years due to defective thrmocouple wire burning into because it was too close to burner clearly a factory assembly defect.
Has 3 year free part replacement warranty from factory.
Called in a told it would be a week before they would look at it.
Asked what to do for a week with no hot water told “you have neighbors don’t you? I repaired the wire and it works now but I want my replacement part as stated in warranty.They told me no,tech will have to come out for 120 bucks and see for himself.the part costs $85.oo.
Why does this idiot have to see it, a moron blind man could tell that was the problem.they are going to get thier money one way or the other.
Folks I fought them HARD but in the end I lost.
I offered them 2 options send the so called free part or go to court,they just laughed at me.There is more but you can see by now where this is going.nowhere.
FOLKS PLEASE HEED THESE POSTS PLEASE SAVE YOURSELF THE GRIEF
DO NOT BUY FROM THEM – YOU WILL GET TREATED LIKE SH**
March 30, 2011 at 8:25 pm |
Dear sbc,
My name is Greg 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 sorry for experience you had when trying to have your water heater repaired. I can certainly understand the frustration you must have experienced during this process. 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 smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the water heater 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 (sbc) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Greg G.
Sears Cares Team
April 8, 2011 at 5:17 pm |
I am sorry to say that sears sucks. i brought a yard cart from sears and it doesn’t fit my mower. I wanted to return it and they told me that this was brought though a third party and I have to wit till they can pick it up. I can not take it back to a sear store I have to take another day off to wait to have them pick it up. There on line service dose not work with there store. it a shame to see this company not care about there consumers. So today i will be taking back the other cart I brought from Sear. DO NOT BUY ON LINE they have no idea what they are doing.
April 27, 2011 at 8:27 pm |
I bought a Craftsman lawnmower 3 years ago. I also bought a 3-year extended warranty, as lawnmowers seem to last 2-3 years before they die.
The warranty was good until 4/21/11. My lawnmower died on 4/20/11
Just died, and would not start again, while making a clackity-clack sound from inside the engine.
Took it back to them for them to fix it.
Was told in 2008, that they would fix it if ANYTHING went wrong with it.
So I got a call two days ago, it was Sears, saying it was going to cost me $109 to have it fixed. I pointed out that it was covered under the warranty, and the idiot passed me to another person, who was even more clueless. That moron passed me along to a “Customer Resolution representative” who appeared to understand the situation, and said yes, I was covered, and they would not charge me.
So yesterday I get home and there are 3 messages on my machine, from Sears, all claiming I need to pay them $109 for the repair.
I called them back and told them I was not going to pay a cent.
Fucking bastards are going to fix my lawnmower for free, or I am filing a complaint with the State Attorney General’s office (Consumer Fraud Division).
And above all, I am never going to shop at that store again.
I thought being a VERY old American company with a reputation for reliability that I would not run into this sort of thing.
How wrong I was. They are a bunch of fucking criminals.
Do not buy anything from them that could break down. Do not buy appliances, motorized yard machines, or electronics of any kind.A
And if (God forbid) you should have an emergency where you have to buy something from them, do not be bamboozled into buying one of their ‘service agreements’, as it is a one-sided agreement designed to separate you from your hard-earned cash while giving you absolutely nothing in return.
It has been proven time and time again that they will NOT honor their agreements.
April 30, 2011 at 4:46 pm |
I had trouble with my tax doc’s from sears. Well HR said call 88sears. Well they had no clue about anything. Out sourcing anything to another country is the dumbest thing ever. HR should know what is up and say call 88sears. I never thought a company who helped build this great country would treat customers and employes so F’in bad.
Half the staff left with in weeks after me. lol
Get a clue sears
Get a clue Sears Cares Says This company sucks and they will drive you out the door for no reason. Just ask the friends you made that are now gone. Ask questions and find the truth for your self. Customers are pissed off and no matter what you say or do they will not go back to the store.
The sears rewards card is a joke. 1% back lmao I get 1% back picking up the pennies I find on the street.
Giving $50 gift card for the store. Really!!!!!!! Give back the time spent driving back and forth. making phone calls etc….
Pull your heads out of your ass and read the posts. I and others are saying. We the customers are pissed and we are talking to all of our friends and family.
May 10, 2011 at 4:34 pm |
HERE IS WHY SEARS SUCKS!!!!!
I made a purchase at one of their stores and they offered me 10% off on my purchase if I opened a sears credit card account at the register. I said “sure, why not”.
Yesterday (2years later) I got a letter from Citi Sears Cardmember Services saying they were closing my account because and I quote:
Serious delinquency and public record or collection filed
Lack of recent information on bank revolving accounts (I pay my CCs off every month !!!)
Lack of recent non-mortgage blalances
Too few accounts currently paid as agreed
I was totally insulted by this letter. I called, immediately, thinking someone is stealing my identity or something is happening to my credit that I don’t know about. I got nothing but “you are guilty and we don’t care about your problem” from Sears Cardmember Services. I talked to 6 people over there. I went and paid to see my credit report from Equifax who is the one that they said reported my credit to them at 600. My credit score is 793 and there is NOT ONE late payment or any of the other things they accused me of on my credit report. They will not let me speak to anyone in management. They tell me I can WRITE corporate if I want to speak to someone in management. I finally got the Adverse action department last night in my effort to correct this and I was put in touch with some smart ass kid that told me “I guess someone else is using your social security number and lives at your address”.
NO, you made an error, I said !!
Well, he said he would not do anything about it unless Equifax sent them a new credit report that said something different. I told him he needed to run my credit again, that there was a mistake. He told me – call Equifax. That is all I heard all day from them. I did call Equifax and they told me they did not send any damaging information to Sears about me !! I told him I had been on the phone with them and my credit score is 793 with not ONE single late payment on the whole report. “Yeah, sure” was the attitude I got. He finally did run my credit again and came back to the phone after about 20 minutes and now he is all Yes Sir and No Sir because he did see there was a mistake. My credit score was not 600. I don’t know how this happened he said! I told him, I know how it happened, someone made a mistake.
I am a businessman and I have run my own corporation for 25 years and NEVER would one of my employees talk to a customer they way I was talked to yesterday. Still today, I get this “management is hiding and does not have time to hear your belly aching” attitude.
I WILL NEVER SHOP AT SEARS AGAIN, or any of their other holdings. THEY ARE A MINOR PLAYER IN THE MARKEPLACE ANYWAY TO MY WAY OF THINKING AND I CERTAINLY DON’T NEED THEIR DAMN CREDIT !!!!!!!!!
Way to piss off a 40 year customer SEARS !!!!!!
May 10, 2011 at 5:17 pm |
Just read complaint from a 45 year customer who said he’d never shop at Sears again. Well, he hasn’t shopped at “Sears” for years now. Sears is no more Sears than AT&T is At&T or RCA is RCA. Good brand names are worth money. AT&T is really Cingular. RCA has bounced around more than a Wilson basketball. Sears is Kmart and Kmart sucks. This is who we should be complaining about.
May 11, 2011 at 2:57 pm |
I totally agree with most of pepples who ever said sear sucks, and its true sears is very suck, never stand behind there waranty or respond on their service, blame on customer instaed take respond..I wont and never bring my car there for any service. They put new tires on my car and did not balanced cause the tires weared out uneven, and blame on the car and me..lol, yeah WTF>..i perosnally dont recommented this place for anyone to have auto service by them, BEAWARE…….Dont give your money away..
May 12, 2011 at 8:58 pm |
Ongoing problem with Dishwasher …. purchased 9/2010 …Installed it looked dropped …took pictures…was not working properly for a few min then started. March 2011 while getting dishes out top rack fell onto bottom dish rack slamming down on dishes. Repair was called and they sent tech out who said that brackets were installed backwards. May 2011 Dishwasher says oversuddsing …on technical and live tech chat they told me to use Cold water,milk, vegetable oil to reduce suds that were not visible??? and scheduled me for service yesterday. Called Executive Customer service really no help as I had already called service to schedule and he said he could not get any service sooner than Wed. Tech came not sure why dishwasher says oversuddsing but replaced optical sensor ordered a control panel but not sure why it will not work. Tech said that this usually does not happen in these dishwashers.
Called Executive Team again to get solution to this. I want a new dishwasher told they have a 24 hour window to call people and my name was on list to call but no promises to return call today. Dishwasher does not work, beeping ,smells….Sears could do better than this. This is what should have happened: 1 Executive shuld have made a priority out of getting repair tech out within a 24-48 hour window. 2 Called/Emailed Monday as promised to let us know if service was happing that day or not. 4 when repair tech was out call with solution either new dishwasher, money back or repair within that week. but nothing I had to call to remind case manager to call me. With the extended waranty we bought we are locked in to only using them as a repair tech or they made it quit clear it would void my waranty…. Will this experince affect my future purchases at Sears…You bet…Associate said this was a top of line dishwasher and would work for sometime as Kenmore appliances are known to be very reliable. Is 6 months reliable ?
May 17, 2011 at 5:05 pm |
To Jessica,
I want to apologize for the delayed response to the situation with your dishwasher as I just came across your post. I am very sorry to hear about the difficulties you’ve had in getting assistance with your dishwasher repair. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. We would like to help in getting this matter resolved.
My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at smsupport@searshc.com 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 dishwasher 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 (Jessica) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
May 28, 2011 at 9:19 pm |
I have a bad experience with sears service recently. The service of sears canada is so confuse. I am frustrated.
Two weeks ago, I called sears customer service regarding the 60 night comfort guarantee of my new mattress which purchased in 2011 April. My new mattress is a reselect of defected mattress that i purchased on 2010 April. I have told the representative that the new mattress i have right now is a reselect mattress. The representative said i still have one time exchange base on the 60 night comfort guarantee even the mattress is reselect. I told her i would like to reselect the mattress in different sears store because i had a bad experience with the markville sears before. And i do not want to have any mistake happen this time. She said it is ok to do so and she will sent the note to sears and they will contact me soon.
Few days later, markville sears call me and told me i do not have 60 night comfort guarantee because is a reselect mattress. Therefore, i call sears customer service again to confirm that will i have 60 night comfort guarantee if my mattress is reslect. The representative double check for me and she said i will have the 60 night comfort guarantee. So i went to the store and talk to the sale person. I told her that i have called the customer service twice and they both said i still have the 60 night comfort guarantee. She start sound unpatient to me and keep telling me “No!” “The answer is NO!” “No!” when i am trying to explain my situation. Then i’ve leave the store. I was so upset and confuse.
Therefore, i decided to call sear customer service again which is the third time. I asked them to double check and make sure will i have the 60 night comfort guarantee. They have checked all my doucments. Also, they have asked their superior and they still said yes because the first mattress i had in 2010 is defected so i do the reselect in 2011. I went to the store again and talk to the sale person again. She said “No! The answer is no. This is the POLICY.” She called someone in front of me and she ask the person to put a note under my case that i will not have the 60 night comfort guarantee becuase of the “POLICY”.
I AM VERY CONFUSE AND UPSET. On the sears-o-pedic care, handling & waranty information, under the 60 night comfort guarantee it shown that ” AT SEARS WE RECONGNIZE THE IMPORTANT OF A GOOD NIGHT’S SLEEP. TO HELP YOU ACCOMPLISTTHIS WE RECOMMEND YOU TAKE A MINIMUM OF 30 NIGHTS AS AN ADJUSTMENT PERIOD FOR YOUR ODY TO GET USED TO THE COMFORT AND SUPPORT OF YOUR NEW SLEEP SET. IF AFTER 30 NIGHTS AND WITHIN 60 NIGHTS OF YOUR DELIVERY YOU FEEL THAT YOUR BED IS NOT AS COMFORTABLE AS YOU EXPECTED, PLEASE LET US KNOW AND WE WILL BE HAPPY TO ARRANGE ONE SELECTION EXCHANGE TO YOU.”.
I also do research online at sears web site and i can’t find any information about that “POLICY”. I have a defected mattress and i spent more money to reselect another mattress in APRIL 2011. I am not comfortable with this mattress so i call customer service to ask about the 60 night comfort guarantee. They said yes and i went to the store but she said no. I am so frustrated and upset. It is so comfusing.
May 31, 2011 at 4:26 pm |
Dear Zoe,
I found your post here and wanted to reach out and apologize for the difficulties you have been experiencing with your mattress situation. My name is Greg with the Sears Cares Escalations team and we want to help you to get in touch with our correct business partners in Canada who can assist you in resolving this matter. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number, email address and the phone number the mattress was purchased under (if different than the contact phone number). Also please make reference to your screen name, (Zoe), so we can locate this initial contact information and have someone from Sears Canada contact you. Again, I am very sorry that you are experiencing these frustrations and we look forward to hearing from you soon.
Thank you,
Greg G.
Social Media Moderator
Sears Social Media Support
June 2, 2011 at 11:43 pm |
Sears is a piece of shit – hands down.
They subcontracted joe- blow to install our furnace 20 months ago and he found a friend who he hunted with to do the electrical. I called and bitched that day and they did nothing. The next month our gas bill had doubled since putting in the new unit. 20 months later after they told us, point blank, “we have never returned a furnace and you aren’t about to be the first”, we filed a complaint with the better business bureau. Shit was taken care of. We said we want a full refund and take your shitty unit out. An inspection was done and guess what – they failed the entire inspection miserably. NOTHING about the installation was to code, including the electrical! Go figure! They said the way it was hooked up caused the unit to overwork and overuse gas. Today, they refunded our money to our credit card and we watched them rip that furnace out and take it away. Thank goodness!
We asked for a return right away – as in two weeks after it was installed. They fought us – hard! My advise – — take it to the better business bureau! They HAVE to resolve the issue or else they take a huge hit on the BBB ratings and this has a huge impact on their company.
So, they’ve NEVER taken out a furnace before … but today was a new day past NEVER because guess what? Today, Sears took out and refunded our furnace!
June 5, 2011 at 9:37 pm |
Purchased a Kenmore french door refrigerator 3/10. Paid $469.00 for a 5 year extended warranty. 8/10-the latch on the right refrigerator door broke; called for repair and when the tech came he had to order the part, though service was told what was broken when service was scheduled. It was shipped to my house and he returned to fix the door latch 1 wk later. 2/11-same latch breaks again. Same repeat of BS repair process. 5/31/11-compressor of frig starts making a sound like a motorboat. Called Sears service, was told it was the compressor and it would go out so to monitor the temperature of the frig and start looking for neighbors to keep my food for me when the frig dies, because Sears can’t send a tech for 1 week. Also was told I was lucky it lasted 1 year! Told “service” guy I don’t know my neighbors; he starts telling me a long tale about an experience he had when he lived in Colorado and how a similar situation forced him to meet new people. Thought I was talking to a shrink, not a “service” tech. Then he has the nerve to try to sell me some home improvement packages! 6/5/11-frig dies; called Sears service again and they still can’t come out for 4 days. What kind of service is that? Went to the store where I purchased it-asked will I be reimbursed for the ice I will have to buy to keep cold food in the house until tech comes? Told that they sell the extended warranties but don’t know anything about the details. Called service again and the guy I talked to didn’t know much either. Waiting 1 wk. for a tech is bad enough but previous experience tells me even then they will have to order the part. I wouldn’t buy a pair of socks at Sears EVER AGAIN, and have already told everyone around me where I am buying my ice about the way Sears “services” their products even with the hideous extended warranty. Will go to my grave continuing to spread the word about Sears to anyone and everyone I ever meet. And the Sears Cares Team should start taking service calls. Maybe when a customer calls for help they won’t be advised to go door to door for help with their problem, or given a psych eval by some low life call center creep. If Sears doesn’t have enough techs to service their second rate products, they should stop selling their BS extended warranties.
June 11, 2011 at 5:22 pm |
To Judy,
I’m sorry you’ve had such a negative experience with both Sears technicians and Sears call center employees. There are many options under your protection agreement that concede for inconvenience and those should have been offered to you. My name is James and I am part of the Social Media Support Escalations team at Sears and we do value your business. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the following screen name, which I’ve created for you, (JudySS0610) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
September 10, 2011 at 11:24 pm |
To Sears Cares:
Do you really? Since my last posting 6/11, I had successful repair of my defective (again) frig. Fast forward to 9/4/11–guess what? The same problem with icing in the freezer, with the same noises from the frig. just like 6/11. I had received a call from Tina at Sears Cares regarding the previous issues detailed in my original post. She gave me her number to call and a case number for reference should further problems occur with the frig. Guess what? After leaving messages for her Sept. 4,5,6,7,8, with voice mail telling me my call would be returned by the next business day, I have yet to receive a call from Tina or anyone from Sears. I was told by Tina that should I have further problems with the frig she should be contacted directly so she could expedite repair calls. LOL!!! More lousy service and BS from Sears! I’ve made my own appointment for a repairman, waiting only(?) 6 days for their arrival. Of course, having been down this road before I know I’ll be waiting at least 7 more days for their return to fix (if only!) the defective piece of s–t. Nothing like waiting everyday for the thing to stop working completely AGAIN. What a total waste of over $1000.00 for a product and then getting lied to by this Tina person. I remember at the end of our call when she contacted me to apologize for my bad experience with Sears, she asked if there was anything she could do to regain my trust in Sears products, I told her there was nothing on this earth that could make that happen. She seemed so disappointed in my answer. She probably rolled on the floor laughing after she hung up, because she knew that not even Sears Cares cares one whit about their customers. Perhaps she was a hired actress, who knows. Tina, if you are trolling the internet for pissed off Sears customers, you found me again. And thanks for the call–you have reinforced all the negative things I said about Sears and their products. Again I say to anyone considering purchasing a product at Sears– don’t do it, you will regret it.
June 10, 2011 at 4:45 am |
Pasting my e-mail sent on their website-sears canada. Next time i am going to buy a mattress somewhere else.
Big companies: fast to take your money, slow to deliver excellent service-, if they do it at all :
Sir/Madam,
I would like to log a complaint about your crappy customer service. I ordered a mattress on 05/27/11 delivery request id: xxxxx. On the delivery date 060711, I had some issues and the mattress could not be delivered. I was informed that delivery could be rescheduled FREE of charge as per agent Tom.
Due to time conflict, I could not get the time slot needed for delivery since sears had 12-6 pm and my condo would let me book the elevator for the mattress for 4-6 pm. After several calls to reschedule (I find it appalling how you can reschedule only 6 hrs after the supposed time slot since nothing was on the system!), one agent, peggy advised me that I could ask someone at the store where the purchase was made for timed delivery and they would have to fax the request to the delivery dept.
I called the store at Vega St and had an unpleasant women who spoke as if i was disturbing her, saying that the delivery dept did not have all night to deliver when i asked her if 4-6 pm was ok and she advised me it will cost $75 because it is TIMED delivery. I put my request for 4-6 pm delivery as I had no other option.
On 060911, the driver called me at 2:58 pm saying they were coming in 15 mins. I advised him I paid for time delivery between 4-6 pm because I don’t have an elevator to which the man replied that I should just book it and my delivery was between 12-6 pm. He had nothing on paper saying it was a request for 4-6 pm when I asked him.
I called the sears call centre because it made no sense for me to get the mattress earlier when the elevator was booked by someone else and I paid special for TIMED delivery. The agent advised me nothing was noted on the file, that they don’t do time delivery. I called the store again as someone did take my credit card number and it was charged. Was advised I had to talk to customer service who told me the request was made and they did put on the paper for delivery between 4-6 pm and that I had to call delivery dept and say I paid special. Here I call delivery dept and advised nothing noted on my file. Delivery between 12-6 pm as per system.
Exasperated I told the agent I paid special, that I called the store etc and was put on hold for 5-10 minutes. She advised me that the driver would do his best to accommodate my request. How nice, “try his best”.. I paid $75 for someone to try his best and for another person not to have noted the special request on file. The driver “tried his best” and came at 15:50. Fortunately concierge let him in because it was close to 4 pm. I don’t want to imagine what would have happened if the person who had booked the elevator was still using it, or if I had not called to all these depts or if the driver had arrived earlier around 1 pm since everyone read delivery as 12-6 pm which is the NORMAL FREE time slot. Would I have had to rebook again and be charged more?
I think your company should be ashamed of taking money from people for “special” request when the instruction is not even followed and no one from the company and call centre is aware of it. Do you think I was willing to pay extra just because I was feeling generous that day? To add insult to injury, they charged taxes on the delivery special request when I was advised it would cost $75 period. My card has been charged $84.95.
Seriously I would like to have the taxes reversed. I paid $75 which increased to $84.95 for a special request that was NOT even one and had to do extra work to call around to make sure my mattress arrived on time and no one was aware of the instructions. How ridiculous is that! I was lucky that concierge lets them in this time. The frustration and hassle is so NOT worth the purchase nor the special delivery fee since in the end no one knew it was a timed delivery.
Kind regards
xxxxx
A copy of this e-mail will also be forwarded to your national customer service centre
June 29, 2011 at 3:04 pm |
I just purchased a refrigerator from a Sears in Austin, TX last week. I wish I could write a review about my new Kenmore refrigerator, but since Sears Delivery can’t deliver my refrigerator on time, I can only pay it forward by warning others about Sears Delivery.
If you are in need of a refrigerator because your old one broke, I would not trust Sears to deliver in a timely manner. It’s not worth any savings you get. You can easily go to The Home Depot or Lowe’s to pick-up a name brand refrigerator.
Yesterday morning, I got a call at 7:30am (which from a customer service standpoint is way too early to be making service calls) to let me know that my refrigerator was coming today between”9-11.” They must have meant 9am-11PM because it is now 7pm, and I’ve had to miss a full day of work and cancel both my lunch and dinner plans in order to wait for Sears Delivery to show up. Meanwhile, I’ve had to proactively call three different members of their delivery team to coordinate the delivery. I finally called the Delivery manager at Sears, and he said he would have the delivery guy call me ASAP. One hour later, it still hasn’t happened. Still no sign of a delivery guy. Still no refrigerator.
This is a warning for any customer of Sears: Be careful when you see “free delivery” because “free” can cost you — and it certainly will cost you a full day of work when it comes to delivery. This will be my last purchase at Sears — unless I buy a truck and can haul the refrigerator away myself. The deliver service is about as bad as it can get. I just hope the refrigerator comes in this week.
Update: It’s now 24-hours later and STILL no sign of a refrigerator and I’ve run out of people to call. Worse. Service. Ever.
June 29, 2011 at 11:44 pm |
If things are this bad, how the hell does Sears continue to survive? It blows my mind! Where the hell do they get the money to stay alive?! And you can’t tell me it’s the money they make off of service agreements, it DOES NOT COMPUTE!
July 2, 2011 at 2:47 pm |
Sears Holdings Corporation has faced consistent quarters of decline since the merger of Sears, Roebuck, and Co. and Kmart Corp. in 2005. Since 2005, the first year of results for the merged company, Sears Holdings’ income has plunged 84 percent from $858 million, or $6.17 per diluted share.[10] Eddie Lampert has held the title of chairman of Sears Holdings over time period of declines. The first quarter of 2011 did not appear any better, with the company posting a net loss of $170 million, or $1.58 a share for the quarter ended April 30. Some industry analysts feel the heart of the problem is caused by Eddie Lampert’s “penny-pinching” cost-savings by stifling investment into stores. Instead the company has been buying back stock and increasing its presence online.[11]
July 3, 2011 at 7:55 pm |
It won’t keep the company alive. With all the growing negative feedback from it’s most important component–customers who will not return to shop there–there will cease to be a flow of income. The “penny-pinching” you mentioned has been a problem WAY before Eddie Lampert came along. That’s not the only problem. It boils down to customer service. WHICH SUCKS. In fact, it doesn’t even exist. It’s just a bunch of people making promises that they have no desire to keep, and spouting platitudes that don’t help. Internally, you have managers that condescend the salespeople for not “making or exceeding goals” on credit apps or Protection Agreement sales. That’s all the managers know how to do, so there’s no morale. On the appliance service side, you’ve got a broken system that, again, results in poor customer service. Customers are not getting the service they are promised, at the time they are promised. And the dispatch department lies to the customer about why they are not getting service at their promised time. They will tell the customer that the “tech called in sick”, when the reality is that the tech likely got flexed off the schedule for not having a full day’s route. They won’t put that service call on a tech who is already booked full, so they will just reschedule the call for another day and tell the customer that the tech called in sick. And I know that they’ve done this more than once to a specific customer on several occasions. And don’t think that just because you bought that appliance from somewhere else other than Sears, that when it needs service, you won’t get Sears knocking at your door on service day. Nope. A van with a different label will be in your driveway, and it will probably say “A & E”. IT’S STILL SEARS! That guy who just walked in your home with the A & E shirt? He’s a Sears tech, too. Sears was hoping to make money on the A & E partnership, but as long as they have customer service issues, they’ll eventually lose.
June 30, 2011 at 11:58 am |
Sears needs to fall. Fall. Sears. FALL! You can let someone else sell Craftsman hand tools. But you, Sears? FFFFAAAAALLLLLLLLLLLLLLLLLLLLLL!!!!!
July 2, 2011 at 2:35 pm |
Sears.com sent me a “Merchandise Pickup Confirmation” email. Went there. No merchandise. Never did have it. Store could not get the computer to refund my money. Later, I called Sears.com and they called the store. No one answered. No one, for over an hour. Sears.com could not refund my money. Seems Sears.com is not Sears. Computer systems are not connected.
I’ll never buy from Sears.com again. If anything goes wrong, it goes wrong completely and without mercy.
July 4, 2011 at 6:46 pm |
Instead of buying from a retail dinosaur, take your money to a locally owned dealer. They do exist – virtually everywhere. A vast majority of “Kenmore” appliances are really Whirlpools. Ace hardware stores (which are locally owned) now sell many Craftsman tools. Furthermore, many brands of tools carry the same warranty as Craftsman – SK, Easco, K-D, and more, and the prices are competitive. Sears, as a brand, is dying and good riddance.
July 5, 2011 at 5:36 pm |
Just spent $750.00 in parts to fix my Hydro-Gear Hydrostatic Transmission on my Craftsman DLT 2000 tractor. Turns out after calling one of Hydro-Gear’s Repair centers for a question, I could have gotten the parts through them…. for about $350.00 to $400.00 LESS. I found out why it’s so hard to find parts for Sears products, as they apply their own part numbers, different from the actual manufacturer. I also like the fact that Sears will compare prices from you….. From other “Approved” sites. Apparently not sites or places that you can call to verify a LOWER price. F U Sears!!! Don’t need to shop with you anymore.
July 5, 2011 at 5:37 pm |
Just spent $750.00 in parts to fix my Hydro-Gear Hydrostatic Transmission on my Craftsman DLT 2000 tractor. Turns out after calling one of Hydro-Gear’s Repair centers for a question, I could have gotten the parts through them…. for about $350.00 to $400.00 LESS. I found out why it’s so hard to find parts for Sears products, as they apply their own part numbers, different from the actual manufacturer. I also like the fact that Sears will compare prices from you….. From other “Approved” sites. Apparently not sites or places that you can call to verify a LOWER price. F U Sears!!! Don’t need to shop with you anymore.
July 7, 2011 at 9:46 pm |
I’ve been a loyal sears shopper for quite a few years. Just purchased a craftsman garage door opener and paid for sears to install it. 2 weeks later the outside contractor shows up and takes 5 minutes in my garage to tell me he can’t install this model, but he has a “professional grade chamberlain” that will work. IT HOOKS IN THE EXACT SAME WAY!!! This guy charged me $500 more for labor and parts. Sears should be responsible for their contractors taking advantage of their customers. I’ve trying to get a hold of the escalation department where I filed a claim but have been on hold FOREVER! Not happy and now have $500 less in my pocket!
July 8, 2011 at 7:59 pm |
To Jacob B,
I’m so sorry this happened. I see that you are currently working with an executive case manager on this issue. If you have any problems you can always reach out to us as well. My name is James and I am part of the Social Media Support Escalations team at Sears and we value your business. If you need additional assistance you can contact our office at smsupport@searshc.com. Have a great day.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
September 13, 2011 at 8:36 pm |
Jacob
Don’t for one minute fall for this Sears Cares crap. They don’t. I know because I’m having the same issues with the Sears Cares team as I’ve had with my refrigerator and repeated repairs for the same problem on it ( see my post on 6/5/11 for all the details). They only care about taking your hard earned money to purchase a product, and mostly about taking more of your money to pay for an extended warranty. And as for “reaching out to the Sears Cares team” for help, good luck. I can’t even get them to return my calls, though I have been given a case number and “special advocate” in case I should have further problems with my frig. Surprise! The same problem with the frig is back, but 6 days of phone calls have not resulted in contact by my “advocate”. Good luck, Jacob, I feel your pain.
November 28, 2011 at 6:08 am |
Jacob, listen to Judy!
First off, I believe it was sears who came up with the extended warranty. What this did was cost the customer more money, relieve the company of their obligation to stand behind their products and of course, make a profit for them. Oh sure they care… about their profits for their share holders and CEO bonuses.
I bought a $1600 Maytag stacked washer/dryer about 6 years ago. I was living alone at the time. The washer did not last me, one person doing laundry, for 1 year. The control panel had to be replaced. Then the dryer started making a squeaking noise just after a year. Shortly after that I put a load of wash in, turned it on and water came gushing out from inside the machine. I had laminate flooring in rooms around and below the laundry. If I had turned on the washer and left the house it’s likely that most the flooring in my house would have been ruined. I, by myself carried the washer and dryer (individual stacked units) down the stairs and out of my house.
Sears on the local, national and through the BBB would not make this right because as far as they were concerned, it was MY fault because by not buying their extended warranty, I relieved them of their obligation to stand behind the crap they sell at premium prices.
I bought an OTR microwave that had to be replaced with in the first two months and then about 2 years later.
They sold me on “All Weather” tires for my car, I’m from Alaska. “All Season” they said was mainly for wet conditions where “All Weather was good on all driving surfaces, dry, wet, snow or ice. I paid for the All Weather. I didn’t notice any great change between the new and old tires but oh well. When it was time for new tires again, I was not shopping at sears because of the washer/dryer fiasco. I told the people at my new tire shop (Johnson’s Tire Service) I wanted All Weather again. When they put the All Weather tires on my car they informed me that I didn’t have All Weather before. Sure enough, I could see the difference in the tread and more importantly, the performance on ice and snow was much, much better. Sears had charged me for All Weather and gave me a cheaper set of tires.
There were even more minor issues that I won’t bring up.
Why did I go to sears? I’m 53 and when I was growing up they had and deserved a sterling reputation. That’s all changed. They are crap.
I bought a Samsung washer/dryer from Lowe’s, nearly identical to the Maytag. They were $1300 including the extended warranty that in the following 5 years, I did not need, they’re still working perfectly.
I’ll never stop telling my sears horror stories as long as they are still in business.
July 8, 2011 at 11:39 pm |
My lawn tractor suddenly would not engage anymore. After checking my manual, I called for a appt. and they were three weeks out. Not wanting the tech to show up empty handed I told them to make sure he brought an electric clutch and a new carborater.
When the tech showed up he came up with an estimate for the repairs and told me that if I choose not to do the repairs that there was a hundred dollar show up fee so I decided to go ahead with it.
As he got started I went on line to sears parts and found that his estimate on the two parts I had told him to bring with him were 33 % higher on his quote than I could have bought them myself on line. I confronted him and he played dumb and gave me a # to call The bitch on that line told me that there was nothing they would do about it because I had signed the estimate.
In essence they screwed me out of $ 180 dollars and didn’t bat an eye. So to that I say your done SEARS I will never step foot in your store again and I hope this convinces others to avoid them like the plage
July 9, 2011 at 3:26 pm |
The reason why the parts prices on the estimate were higher than what the parts website was showing is because Sears charges more for the parts on the tech’s truck. It’s one of the ways they make money for the on-site repair. It’s called an “on-site premium”. They do it to everyone that pays for an on-site repair, but they hope that people like you are not smart enough to research the prices. They ALSO want you to buy a water filter for your refrigerator that costs twice as much as what you’d pay at Lowe’s or a Sears parts store, but they try to make you feel better by telling you that they are saving you a trip to pick up said filter. Hopefully, these explanations will bring you back to Sears so that you can spend more money with them than anyone else. lol Just kidding. I’m an ex-Sears repair tech, and I’m waiting for their own self-destruction just like the rest of you.
July 13, 2011 at 4:27 pm |
To John Crossman,
I’m sorry that you are unhappy with the cost of this repair and the parts that were involved. I reached out to you yesterday after reading your complaint on My3cents.com and I hope that you get the opportunity to read one of our replies so that we can assist you. The technician and the phone representative should have been able to explain the cost difference to you and so I apologize for that as well. Had you purchased the parts on the Sears Parts Direct Website you would have also paid an additional amount for shipping and handling: as you do with all online purchases. This additional cost is also incurred by Sears Repair and is automatically added to the price of the parts. Regardless of this fact, we don’t want to lose you as a Sears customer over this misunderstanding. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the tractor 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 (John Crossman) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
July 19, 2011 at 3:08 am |
If there’s a worse company to deal with I hope I never run into them. We bought a new refrigerator and waited close to 3 weeks for it. When they delivered it it had a small dent on the rear side. They said they could replace it in 3 more weeks but use this one for now. The delivery man and the instruction manual said to let it run for 2-3 hours before putting anything in it. Well, after 3 hours it had not cooled at all.
We called the service department and went through 4 people, all of who asked the same info. The last one said that it should run for 24 hours and that might fix it. I said I wanted someone to come by and look at it. She said the first appointment they could give me was TWO WEEKS from now.
She honestly expected me to sit with a $1500 boat anchor for two weeks. Nothing could be done, no way to expedite. We told Sears to come and get this piece of crap out of our house and to cancel our account. That took 4 more calls to get through to someone.
Stop and think before you buy an appliance from Sears – COULD YOU WAIT TWO WEEKS FOR A REPAIR VISIT??????
July 21, 2011 at 8:02 pm |
To Bill C,
I’m so sorry for the negative experience you recently had with the purchase of your refrigerator. I’m sure that more could have been done for you and if this has not already been resolved, please allow us to help. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the refrigerator 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 (Bill C) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
July 26, 2011 at 8:31 pm |
Sears catalog store in Fallon NV has the worst independent owner and customer service I have ever experienced. My daughter purchased a LP/propane stove/oven combo from them and advised them that it was propane, (they should know that since there isn’t any natural gas in the Fallon area). They delivered the stove, uncrated it and it was hooked up and didn’t work. We called the store and were told that they should have refused it, well we didn’t even know it wasn’t set up for propane when they uncrated it so how could we refuse it. Then we were told we needed to purchase an LP conversion kit and have the propane company come and install it. This whole process has taken over 2 months when they should have advised us at the time of purchase that this was a requirement and that other arrangements had to be made for hook up. When discussed with the store owner, he said well if you don’t like it you can have us come to pick it up. THAT IS ACTUALLY BESIDE THE POINT!!! THE POINT IS HE KNEW IT HAD TO BE CONVERTED AND PROPANE COMPANY NEEDED TO BE SCHEDULED AND NEITHER OF HIS SALES STAFF ADVISED ANYONE OF THAT FACT .
July 27, 2011 at 2:13 am |
Unless you’re new to propane country you should have known most gas applicances do not come with a propane orifice, a simple matter to replace and costs about ten bucks. It would have been nice if the dealer asked about propane, but his failure was no greater than you r failure to state what you wanted. Now, more bad news. Even if you ordered the orifice kit, as I did earlier this year, you might have had to make a half dozen calls over three months to get the darned thing out of them, even though it was already paid for. Now you can join us who have sworn off Sears.
July 27, 2011 at 8:33 pm |
Dear cekkk:
My name is Susan and I am part of the Social Media Escalations team at Sears and I am very concerned about what I have read here. I can only imagine the frustration this has caused you and your family to purchase a gas appliance and purchase the propane orifice and not be able to get the orifice kit to your home and put onto your gas appliance. I have read here that you have been making a number of calls with no success over approximately 3 months to get the orifice to you. I can only imagine the frustration and inconvenience this has caused you and your family and we would like to help. 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 contact our office at smsupport@searshc.com so you don’t have to continue to be impacted by this. Please send us an email. In the email, please provide a contact phone number and the phone number the propane orifice 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 (cekkk) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
July 31, 2011 at 8:29 am |
Hi just thought i’d tell you something.. This can be twice now i?ve landed on your weblog within the final 3 weeks looking for totally unrelated things. Fantastic Information! Keep up the beneficial function.
August 2, 2011 at 7:52 pm |
I use Sears as little as possible for a number of reason. The main reason was an experience I had a few years ago when I purchased a Craftsman chainsaw. I had purchased a few Poulan chainsaws in the past and was not very satisfied with the durability, so I thought to go with a better quality Craftsman. I used the Craftsman saw for a little over two hours and it stopped working. I returned it to Sears and it was repaired under warranty in a couple of weeks. While it was being repaired I did some research and discovered, to my amazment, that this Craftsman saw was in fact manufactured by Poulan. Since then, I have not shopped for any item in Sears.
Last month, my Kenmore washing machine stopped working. My wife of two years, not knowing I don’t do business with Sears, called Sears Home Services to schedule a repair. I was not pleased, but my wife assured me it would be ok. I, not wanting to make waves decided to let her handle the issue. A repair tech came to make repairs on July 2. A charge of 129.00 was incurred just for him to come to our home. The costs of the repairs was an additional 80.00 for a total of 209.00. According to my wife, the repair tech spent 15 minutes making the repair. When we attempted to use the washer, shockingly, it did not work. We contacted Sears Home Services and they schedulled another appointment for July 14. The repair tech showed up and determined that the previour repair had been mis-diagnosed. This took approximately 1 minute. The repair tech spent another 10 minutes preaching Jesus to me and charging me another 308.00 for the real part needed. The part would have to ordered and they would return in a few days to replace the bad part. He did credit me for the previous part that was not needed so the total charge for this visit was only 245.00. On July 22 a third repair tech showed up to make the repairs. According to my wife, he was at the house less that 10 minutes to make the repair. He informed my wifew that he required an additional 81.00 for labor. I should also add that my wife informed me that this repair tech was very unprofessional when he called her to let her know he was on his way to the house. When I got home and found that we had been charged additional money, I was pissed and decided to make some waves. I made numerous phone calls and got no satisfaction from any of the people I talked to. A few days later, I finally talked to someone who understood what my issue was and promised to get it corrected. The 81.00 dollar charge was creited back to my card.
In the end, I spent 455.00, between my wife and I we had 3 lost days at work, and 4 weeks without a washer to get the repairs done properly. Some people may be satisfied with this. I am not. I got the service I expected from Sears and my wife learned a very valuable lesson. Needless to say, we will not be using Sears in the future for any product or service.
August 8, 2011 at 1:31 pm |
Just so you all know the kind of people we are, we accept that things go wrong and are always polite to the person we speak to on the phone as it is rarely their fault but Sears have pushed us to far. We live in Calgary Alberta Canada and after spending over $8,000 on all new appliances (so called Kenmore “ELITE” ( I would replace the EL with SH and you get my meaning) we have had nothing but trouble with everything but the dishwasher. Now just over a years has passed and we have been waiting 3 months for a new fridge door (problems with the ice bucket & dispenser and now Sears tell us it is on back order and may take 8 weeks with no explanation as to what happened in the first three months when we were told it was ordered. They got the actual delivery date wrong for our appliances so insisted they were outside the warranty period (they were actually going from the day they had been delivered to the warehouse not delivered to us).
The brand new ride on lawn tractor that broke down after two months ,I’m told to call the day before to narrow the time frame for when the repair man will call. I call as told to and no one can give me a time frame so I take a day off work (as we all know the repair guys never give you a narrowed time frame) then I receive a call saying they have no one to come out. After a heated discussion about me taking time off work the appointment was re-arranged for the next Wednesday and i was given assurances that he would come between 5-7pm. The next day I then get a call to say he will be coming the Monday before and can`t give a time.
So here I am having taken another day off work trying not to get angry, We came to Canada 10 years ago and Sears was a by word for quality, now you get treated better in Walmart and the quality of goods is better.We bought appliances from Home depot before and never had an issue. We will never buy so much as a paper clip from Sears they do not deserve your business. We are amazed at how many short sighted companies there are out there that don`t understand customer service, use your power as a customer and teach them a lesson. DO NOT BUY FROM SEARS.
August 10, 2011 at 1:42 am |
My refrigerator has been down for 3 1/2 weeks now. After 3 technician visits I’m a bit concerned that it won’t be fixed on the
next visit. Here is my story…..
July 15 – fridge not working..call for service.
July 16, 8 am – tech is in my home. Notices that condenser fan motor is not turning and orders a new one because he has
none in his truck and the warehouse has none either. Doesn’t bother to find out WHY the motor is not turning.
July 19 – part arrives. Next available appointment is July 29th. I go through a few different levels of service people and finally
get an appointment for July 22.
July 22 – Tech arrives at house. Replaces fan motor and nothing happens. Whips out his test meter and finds that the main
control board has power coming in but none going out. A very good reason why the fan motor doesn’t work. But…..while in
the process of testing a little more he shorts the board out. No biggie, it’s bad anyway, right? So he tests some more and
lights the board on fire. Real professional. He then says he has to order a new board…well…same story as above. He also
orders a display board for inside the fridge, “just in case”. He makes next appointment on the spot. August 5th……OMG!
August 3rd – parts arrive.
August 5th – Tech shows up, installs the control board and display board. NOTHING! No power to the display inside fridge
and no power to the fan motor. tests the control board…..power in, no power out. Sears uses REFERBISHED control boards.
Tech tells me that 7 out of 10 times the refurbs don’t work. I get him to order a brand new one. Can’t make appointment
because he doesn’t know when the part will show up.
August 9th – part arrives. I call to make appointement and I’m told the nest available date is AUGUST 23rd! I talk her down to
August 19th. I worked my way all the way up to the head of the call center and she tells me that she has no boss and there is
nobody to transfer me to. Really? REALLY??? I must have been speaking to Mrs. Roebuck!
I called back a little while later and requested that the tesh come to my house with a new wiring harness also cause he
probably fried the old one when he LIT MY FRIDGE ON FIRE. they said they would note it but could not promise anything.
So…….25 days without a fridge so far and it’ll be 35 days by the time the tech gets here again.
I know I may be a bit unreasonable to expect that a company like SEARS would be able to fix a simple appliance like a
refrigerator seeing as they’ve been doing it for…what….like 200 years????
What to do now? What is my next step? Consumer affairs? Better Business Bureau?
August 10, 2011 at 8:08 pm |
To John Pecchillo,
My name is James and I am part of the Social Media Support Escalations team at Sears and I see that one of our case managers is already working with you on this issue. It appears that you might even be getting a replacement pending your next appointment. We do appreciate your business and look forward to helping you resolve this issue very soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
August 14, 2011 at 3:17 am |
I’ve had it with Sears. About four (or a little more weeks ago) we called our appliance insurance company AHS. They use Sears contractors or something. So, after a few days we called AHS and told them we had heard nothing from Sears. AHS then calls Sears (with us on the line) and they had no record of the original request and then couldn’t get us in until Friday. Tech guy shows up on Friday to work on the washer. The first thing he did was remind me I’d need to pay my service fee. We have to pay the first $60 and then AHS pays the rest. I expected that. I just didn’t expect it to be one of the first things he said. I explained the burning smell. He had a hard time finding the right belt in his truck but then finally replaced it. Before leaving he showed me the number to call to give him a good service report. He said I should call to avoid a phone call from Sears. I work from home and the last thing I needed was to do some stupid phone survey so I hurried up and filled it out. That was really dumb of me because I hadn’t tried the washer yet. I went down and guess what, it still wouldn’t spin out.
So.. I found out you can’t change customer service reports. We called and they couldn’t get anyone out until the following Friday! This time we had a different tech and he let us know it was the motor and it would have to be ordered. Then he said he couldn’t make it out again until the next Friday! The part arrived Tuesday. On Friday we get a call with an operator saying we need to reschedule and to call a number back. So we go through all that fun and finally get someone. They said the appointment was being rescheduled because we didn’t call to tell them the part came in. We were NEVER told to call anyone. We were anxious to get the thing in. If we were to call someone we would have done it. They normally call the day before the appointment and could have easily verified it then. They could have also tracked it. Then she said the tech couldn’t be out until the next Friday! I began thinking techs only worked on Fridays. After some arguing she managed to fit us in on Tuesday.
I love AHS but this thing with Sears was too much. I’ve never had this kind of issue with anyone else. I was using the laundromat during a time when I was sunburned so bad I could barely lift my arms. I have a whole families worth of clothes I’m carting to and from laundromats. It has not been a fun experience. I will never buy an appliance from Sears. I can’t even see myself shopping there. Had I not been there through AHS I would have dropped them when they “lost” my original call.
August 16, 2011 at 2:42 am |
We bought a new washer and dryer from Sears in July 2011.
These were installed in our house on 13JUL2011.
The installers did a horrible job.
1. They dented our wallboard. Offered to come back and repair it, but never did.
2. They left dirty fingerprints all over the laundry closet doors and walls.
3. And, the biggie. Installed the dryer with a huge kink in it so as to render it almost completely useless. See http://barnesfamily.co… for photos. This is what the handyman handed to me this morning as he was installing some shelves in the closet.
4. They also failed to install a strain relief on the electrical cord for the dryer.
It gets better.
The only reason we discovered the “fire hazard in the making” dryer vent was that we had our handy man come to install shelves in our laundry closet. He was the one to point out the vent and strain relief problems. If we had not called him in, then our discovery of the kink would most likely have been we the fire started in the laundry closet.
Sears’ response (via a phone call) has been: you should have called us. If I had, they would have repaired the wall and removed the fingerprints whilst leaving the FIRE HAZARD IN THE MAKING because, of course, we did not know about it.
We are unlikely to make another purchase from Sears.
August 16, 2011 at 6:32 pm |
Dear Mr. Barnes,
I saw your comment here and I wanted to reach out and apologize on behalf of Sears for the difficulties that have occurred with your washer and dryer installation. I can see that this has been a source of great frustration and concern for you and your family: from the dented wallboard and dirty fingerprints to the potential fire hazard your handyman discovered. What you’ve posted here is not acceptable by any Sears’ standard and we would like to investigate this as well as resolve the problems that have occurred. My name is Laura with Sears Cares and we are a single point of contact for escalated concerns such as yours. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will reach out to you directly. In the email, please provide a contact phone number and the phone number the washer and dryer were purchased under (if different than the contact phone number). Also, in your email, please provide your user name (Barnes Dave) so we can reference your issue. Again, I apologize for all the inconvenience you’ve experienced with this installation and we do appreciate the opportunity to help.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
August 28, 2011 at 9:37 pm |
Quebec customers are smart
SEARS is having hard time selling “extended warranties” and “protection agreements” to Quebec residents, as they are one of the best educated against consumer fraud thanks to consumer protection TV shows on the French channels.
DO NOT BUY:
Extended warranties from SEARS
Protection agreements from SEARS
They’re worthless; they’re not worth the papers that they printed on
Sears used to “promise” to have an “annual free inspection” associated with these programs to entice consumers to buy.
NO MORE
SEARS finally figured out that these promises are useless, customers were having hard time getting SEARS technicians to honor these inspections, in addition to these inspections are meaningless to begin with, so now it is over:
NO MORE FREE ANNUAL INSPECTIONS
August 28, 2011 at 9:38 pm |
DO NOT BUY PROTECTION AGREEMENT
Protection Agreement, What Sears operators will never tell you over the phone while attempting to sell it to you:
1.Q. What is the criterion to qualify for the payback coupon?
If you have made 0 claims (including Annual Preventative Maintenance check ups) throughout the duration of your Protection/Repair Agreement, the customer will be eligible for a coupon for the full price paid (less taxes) of the plan that was purchased.
2.Q. Is there a minimum purchase required to redeem the Protection Agreement coupon?
Yes. The coupon must be redeemed on any one transaction being at least twice the value (excluding taxes) of the coupon.
3.Q. How long do I have to redeem the coupon?
You have 90 days following the expiration of your Protection/Repair agreement to redeem your coupon.
4.Q. Can the Payback coupon be used at any Sears location?
The coupon may be redeemed at any Sears department store, Sears Home store, Sears Décor store, Sears Appliance and Mattress store, or Sears Dealer store.
5.Q. Are there any restrictions to coupon redemption?
Yes. The coupon will NOT be accepted at Sears Outlet/Liquidation stores, or towards any purchase of electronics, purchases in licensed departments, purchases of services through Sears Home Central, or purchases through Sears’s catalogue or on sears.ca.
6.Q. How do I receive my coupon?
The customer must call 1-800-361-6665 following the expiration of their Protection/Repair Agreement. The coupon will then be mailed to the customer.
NOTE: It is the responsibility of the customer to call for coupon redemption.
7.Q. What if I don’t receive my coupon before the 90 day redemption window?
After the 90 day redemption period, the coupon amount will be forfeited.
8.Q. What if I forget to redeem my coupon?
ANY unredeemed coupon amounts will be forfeited without notice to the customer.
9.Q. Can I receive cash for the value of the coupon?
No. The coupon ahs no cash value and cannot be applied toward previous purchases.
10.Q. Can I use the coupon toward Protection/Repair agreement renewal? No.
11.Q. Can I use the coupon to make a payment on my Sears Account? No
Associate Related
12.Q. Is this payback feature available on ALL Protection/Repair agreements? Yes except HVAC
13.Q. Is the payback feature available on both 3 and 5 year agreements Yes
14.Q. Will there be a price increase to the Protection/Repair agreements for the launch of this trial? Yes. Some pricing inconsistencies will be addressed as well as some small price increases.
15.Q. Will the point of sale certificates be changing?
No. During the trial period, you will use the same point of sale material. An addendum to the terms and conditions on the POS material will be sent to the store before the September 1, 2009 launch date. Please insert this supplement in to your POS certificate
16.Q. Will ALL corporate store channels be participating in this trial? Yes.
17.Q. Will the payback feature be offered on Protection/Repair Agreement renewals? No.
18.Q. Will the payback feature be offered through the telemarketing centre should the sales associate not sell the Protection Agreement? No. Sales associate has the FULL advantage to sell
19.Q. What if a customer purchased a Protection/Repair agreement before the launch of the payback feature and would now like to exchange their PA?
A. Customers calling within 30 days of purchasing a regular Protection/Repair agreement will be redirected to the store. However, it must be made clear to the customer that the pricing for the Protection/Repair Agreement will have changed.
20.Q. Will the customer be reminded if the payback features when they call in to book a service call? Yes. Q. Does a warranty call disqualify the customer for coupon eligibility? No.
August 28, 2011 at 9:39 pm |
CBC Market Place & SEARS Canada
I contacted CBC MArket Place program twice:
05 January 2011
05 April 2011
I contacted one of the show producers:
Megan Griffith-Greene
She asked me to call her and I did speak with her for about half an hour, then when I haven’t heard back from her I wrote her the following letter
Here’s what I wrote:
It has been a while since we spoke last; I thought of writing to you and giving you an update reference the subject concern:
1.Although the script calls for mentioning to client that in order to redeem their coupon they must purchase at least twice the value, “NO ONE” ever states that on the telephone to the clients.
2.Most of the telephone operators continue to deliberately lie time and time again in saying:
?Sears will give you your money back, instead of stating the fact that sears will reimburse the value of the purchase before taxes only and not in a cash form, rather in a coupon form
?You can buy anything in the store, NOT TRUE, clients can not buy electronics.
?None of the telephone operators state that it is the customer’s responsibility to call Sears within 90 days from the expiration date of the agreement to claim their coupon.
?None of the operators mentioned that the refund will be lost if the customer does not call within 90 days.
3.Although there are those who are responsible for listening on telephone operators calls, never at any moment those listeners commented on lying to clients.
4.On several occasions, I have reported to various supervisors that a coworker is telling lies on the phone; the supervisors’ response was that those responsible for listening will catch them.
5.One supervisor, Ms. Santini stated clearly at the morning meeting to everyone in the morning shift “we do not want you to tell the client that he has to spend twice as much to recover his coupon’s value”
6.Since 95% of the employees in a shift are part time workers, we do not have a fixed assigned place to sit at, rather, first come first served basis, this arrangement allowed me to sit next to various other employees who constantly lie to clients for a complete 5 or 7 hours shift.
7.I attempted to remind people that the clients do not get there money’s back and the clients can not buy anything in the store, they shrug these kinds of comments as if they were totally irrelevant.
8.As we discussed earlier this is about $125K/day of operation (6 days a week) from 9:00 AM till 11:00 PM and yes, there are usually cancellations, mostly due to those who take the time to read thoroughly their contract.
9.Some telephone operators take advantages of the older clients, they border on verbal abuse they attempt to scare them as if they do not take this coverage, their appliances will fall apart and that there is nothing they can do about it.
10.I personally have received several complaints as to how bad Sears’s service is and how they do not honor their warranties, several customers stated that they will never deal with Sears again.
11.There are those who listen on the calls (Nathalie is one of those listeners), but there are no comments against lying to clients and it seems that all methods are encouraged as long as sales keep pouring in.
Megan; I have no vendetta against Sears. I witness injustice being done day in and day out, I am still working for Sears. I do my best in telling the customers the truth and it is their decision to purchase or not, I do not apply pressure or attempt to influence their decision in order to make 4% in commission on sale prices before taxes.
I would like to stay anonymous, I do not seek fame, power or fortune, but I would like to see justice done and to see the Canadian public educated about such injustice.
I do not know of any other place to voice my concern except to CBC Canada, I understand that Sears Canada is an advertiser at your station and that is a factor to consider, however, I believe you do have a responsibility to the Canadian consumer to tell them the truth. PLEASE.
The work force is composed of newly arrived immigrants, mostly Middle Eastern and Haitian, in addition to great number of student who are trying hard to make money.
Those do not have any incentive to tell the truth, I feel bad for them, but this is not the right way to earn money, in my book.
The work force, most of them do not care if they constantly lie to the public.
I am a true minority, maybe I am alone in this, and however, I do feel that I am right, I am willing to testify as I am the only one who complains about these injustices.
I would like to do the right thing and I sincerely hope that CBC Canada is willing to do the right thing for the Canadian public as well.
Call evenings if you would like to discuss this further
August 28, 2011 at 9:40 pm |
SEARS DO NOT HONOR THEIR REBATE PROGRAMS
I received several complaints from customers who were promised one form of rebate or another yet they never received them
SEARS believe in making great promises to attarct your money but they will not deliver on their promises.
SEARS promise, in writing, to compensate customers $250.00/year against food loss if the customer buys an extended warranty on a fridge or a freezer.
Those who purchased such warranties and have submitted a claim had to wait from January to August 2011 and their claims are yet to be settled.
August 28, 2011 at 9:41 pm |
SEARS DO NOT KEEP THEIR PROMISES “NO LEMON POLICY”
To attract consumer’s cash Sears Canada claims, during contacting clients to sell extended warranties/protection agreements as they call them, as well as in writing in their contract that:
If the customer have 3 major repairs in one year and/or if Sears technicians can not fix your appliances during three visits in the same year, Sears will exchange your appliance with a new one.
Sounds great doesn’t it?
DO NOT BELIEVE IT!
I have received calls from customers who had Sears Service technician repair a washing machine 7 times during the same year without success, the technician calls for the replacement of the washing machine, but Sears will not do it.
Another lady had a problem with her washing machine since June 2011, they ordered the wrong parts, two months later she still without a washing machine.
Sears customer service representative told her to use a “Laundromat” to wash her cloths.
August 28, 2011 at 9:42 pm |
SEARS Canada, a Modern Day Sweat Shop
As a telephone sales representative you will have the privilege of earning $10.50/hr
Sears assign a target sale of $100.00/hr
What a justice?
A ratio of almost 10 to 1
They calculate how much time you spend in the phone talking to a client and how much time you take to update the client’s file.
They do not want you to spend too much time in the washroom, or walking around or getting a coffee.
They warn you that your lunch break extended by “2 minutes”
They hire “high power” slave drivers, with big whips and magnificent and Gestapo tactics and ideas on how to improve the productivity of the work force as SEARS need more and more of the public’s money at the same time that they do not supply an adequate service.
Their emphasis is on selling at whatever cost, but do not fulfill any promises made to the customers
August 29, 2011 at 3:31 pm |
SEARS CANADA Customer Service Managers Can’t Handle the truth
If you work for this lousy so called shame of a business run by idiots and retarded society drop outs who failed in all they tried except this losers paradise, don’t tell them that customers are unhappy due to no-service and/or the poor services they received from SEARS Canada, don’t tell them that customers are unhappy with demented customer service, they will consider your comments as “negativity”
They rather shoot the messenger than admit to the reality and the truth of the lowest quality service on the face of this earth, the lack of understanding of what the real problems are. They believe that if they hide their head in the sand, no one will be able to see them and if they ignore the problems they will go away.
If you google Sears Sucks, you’ll get 390,000 results and dozens of web sites listing endless horror stories, SEARS CANADA you have FAILED MISERABLEY!!!
SEARS CANADA Customer Service Managers Can’t Handle the TRUTH!!!!
August 31, 2011 at 9:33 pm |
Sears has made me wait from 1 PM until 5 PM on two different days to come to my home to service my dryer (that I purchased a 5 year warranty on) that they originally installed incorrectly. Instead of calling me they decided to cancel my appointment, because they didn’t know why they were coming here and when they found out they couldn’t help me. I told them and a another person told them beforehand why I needed them to come. They were rude an unhelpful, each person that I spoke to. I still have not resolved the issue and now I will be majorly inconvenienced for another day and don’t trust the company to follow through on this repair.
I need them to honor their part of the bargain which is to come to my house when it is convenient for me. I was available twice for them in the past 2 weeks and they wouldn’t take care of the problem. I have already been so inconvenienced by them this time and when I bought the machine.
Unfortunately for Sears, I can never recommend them to anyone to buy anything from them. I have never had a company be so lame at doing their job.
September 1, 2011 at 8:03 pm |
To Nina Eisenberg,
I’m sorry that your dryer isn’t functioning properly and that your repair appointment was rescheduled twice. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help your resolve this issue. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the service appointment was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Nina Eisenberg) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
September 1, 2011 at 7:38 pm |
I have just scheduled a Sears repair visit for my Kenmore washer. The service rep tried to sell me a one-time repair fee that costs $319 and is good for parts and labor up to $500. Is this a rip-off?
September 8, 2011 at 8:06 pm |
Portland Dryer Vent Cleaning…
[…]Why Sears Sucks « Sears Sucks[…]…
September 10, 2011 at 11:39 pm |
What I think really sucks about Sears is how their people scan this site regularly and respond openly on how sorry they are for giving bad service. If their company didn’t screw up in the first place, we wouldn’t have this site to visit. And folks from Sears.. here’s a hint… when your supply chain doesn’t work right, don’t be telling the customer their order is “on the truck” at the loading dock. Be honest next time.
September 13, 2011 at 11:58 pm |
Dear Laurance:
We found this post and I want to reach out and express our concern and our deepest apologies for this situation. I can understand your disappointment & skepticism. I’m sorry you couldn’t find the help you sought from the various departments within the Sears customer service network (particularly our delivery group). Our team is part of the corporate executive social media customer relations department. We handle the highest level of escalated customer relations issues. Letters sent to our corporate offices are handled by part of our team and we (Sears Cares) handle issues escalated via Social Media, such as this site. Your issue will remain here in our office with a personal case manager who will oversee the problem until it’s resolved. I encourage you to allow us to try and help
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this (so we can help). In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (LauranceSS0911) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
September 10, 2011 at 11:50 pm |
I ordered by phone an orifice kit for a dryer. Two months later I was informed it was in the local store. Not. Talking to the sales personel was interesting, they actually seemed annoyed. Some time later I got another call that it was in. I went into customer pickup. The guys back there actually were helpful. It wasn’t where it belonged, but after about ten minutes they found it. Then they gave me a coupon for $5 off anything in the store. There was a lady boss in the back room that was helpful too. Sears has the wrong people on the floor.
September 11, 2011 at 2:13 pm |
I am expecting Sears to be at my house this coming Friday to do a job that should have been done correctly when I first bought the washing machine and dryer. It’s already been a month since I first contacted them. I hope that I don’t have to add any more negative comments on “Sears Sucks” again. They promise that two repair guys will be at my house on Friday. I can only hope. Many people I speak to about Sears are aware of all of these problems, so I guess this is the way they choose to run their company.
September 12, 2011 at 1:56 am |
FYI to anyone reading this website. No matter what Sears Cares or their bogus inappropriately named Sears Support Team tells you about their willingness to help you if you get stuck with one of their many defective products, DON”T fall for it! Run, don’t walk, to another place–any place but Sears to purchase your appliances. You’ll save yourself a lot of grief and aggravation.
September 13, 2011 at 11:19 pm |
Dear Judy:
We found this post and I want to reach out and express our concern and our deepest apologies for this situation. We value your business very much and would like to help you. The problems you have encountered recently trying to reach your Case Manager Tina are completely unacceptable. I can only imagine how frustrated and upset you are with the service that has been performed and the service that still needs to be performed on your refrigerator. Unfortunately, Tina has been out of the office unexpectedly for the past two weeks. I have been unable to pull up your information under the name “Judy” only and your post doesn’t have any other information that I can use for that purpose. We would like to reach you Judy and help get service set for your refrigerator.
Judy, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this (so we can help). In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) as well as the case number and we will call you directly. Also, in your email, please provide the screen name (JudySS1060) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
September 14, 2011 at 1:50 am |
Went to Sears for a couch. The sales clerk said if I put down 50% it would be no problem to finance the rest. I paid it, and she arranged for delivery in three days. But three days later, instead of receiving the couch, I received an envelope in the mail from Sears. I opened it to find my check had been returned, but with no letter of explanation.
I tried calling, they said they would call back but they never did.
September 14, 2011 at 4:54 pm |
To Fred,
I apologize that your order was canceled and that your check was returned without an explanation. I understand your frustration after receiving a check in the mail instead of a delivery truck with a new couch. We’d like to discuss this further with you. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the delivery of your furniture was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the following code (Fred SS) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
September 14, 2011 at 8:29 pm |
Fred,
Consider this your lucky day! Shred the check and find a couch elsewhere. You’ll be much happier than if you start trying to deal with Sears to correct a problem. The treatment you just received is just a preview of what you’ll go through should you fall for their promises. Why do you think there are so many entries on this website? Learn from the mistakes of others, my friend.
October 6, 2011 at 12:40 am |
Auto Center Nightmare! I want to tell everyone my horror story, first let me tell you I work for sears as an in home technician, I needed to have tires installed on my personal vehicle, so I shopped around and decided to purchase 4 goodyear eagle gt’s for my car…after my employee discount and 80$ rebate I felt I was gettin a tremendous deal! For those who dont know me my car is my baby, It is a pre-owned vehicle that I couldnt dream of buying new, but I keep it in as good a shape as my wallet can allow. I dropped off the car at 6:00 pm, and was told the car would be done in roughly an hour and a half, wy wife followed me down and we took our children to shop for holloween costume, I returned to sears to pick up my car at 7:30ish, only to find out no one had even started working on my car! All they had done was get it on the lift (this takes 1.5 hours?) after standing in the garage and observing the lack of attention my vehicle was getting, some one approached me to let me know my rims had “pre-existing” scratches on them, I was aware of some scratches on the rims, I acknowledged that my rims had minor scratches and when I say minor we are talking miniscule! a few minutes later the manager comes to me and says, we are having trouble with your car, the sidewall are stiff and we are affraid we might scratch up your rims. I walk over to the tire rack and look at my the one rim that had the tire removed from it only to see a monster scratch on it! the manager then lie’s to me and tries to tell me the scratch was already there! They then attemp to remove another tire from the rim, only to scratch that rim as well! The scratch it almost identicle in size, shape, and location to the first rim, after thinking about what was happening and listening to the technician tell me that they dont have the proper equipment to remove the tires from the rims, I decided against having them try to remove the last two tires, The manager still denies sears scratched them, yet is willing to pay to have my rims re-surfaced??? He knows the tech is the one that caused damage to my car. He tells me that he would contact me in a day or two to iron out the details, I left him with three different contact phone numbers (2 cell numbers and a home number) and told him NOT to call the home number because I work all day, but I have two cells phones on me at all times so he could speak with me directly. I didnt leave sears until almost 10:00 pm. Two days later He calls my house, wich I requested he not do, and leaves a message saying that I have to drop my car off at sears on a Monday, leave it there for up to seven hours and it wont be ready until atleast 5 o’clock. And I need to call him back promptly or he will cancel my appointment. I have a few problems with this 1) I have to take me car to another car care center on Saturday to have the other two tires installed so there goes my Sat. 2) I work on Mondays so in order to get the car to sears I have to make my wife follow me to sears again on Sunday night, drive me home, wake up the next day, go to work, come home from work, have my wife drive me back to sears again! and pick up the car. I was upset by this and wanted to be compinsated for all the time I was wasting driving back and forth to sears, I expressed my dissatisaction to the manger only to be given an attitude, and be told thats the best he could do, take it or leave it. The contactor that the manager wants to use for the repair is just that a contractor, why doesnt sears pay him to come to my house to repair my car? I shouldnt have to waste my time getting this issue addressed, Sears should be bending over backwards to accomidate me as the customer, Again I do work for Sears, and I get up every day determined todo an honest days work, we are all humans and accidents happen, I fully understand that, however, when accidents happen you need to own up to them. Not lie about it! It is very distressing that someone in his position could have such a poor attitude, and show no customer relation skills at all. I hope this problem gets the attention it deserves from his superiors and a resalution to reached quickly, so my faith in the company I work for can be restored.
October 8, 2011 at 6:08 am |
When I grew up in the 1960s and early 70’s, Sears was the place to go, for almost everything. Most of out childhood Christmas presents came from sears (remember the old wish-book)?
Was a different sears then. Rarely did a Kenmore or silver-tone product fail, and when they did, Go back to the store, return it, and a new one was there in a few days…..no questions asked. I have a sears roto-spader that works good as new, and it was purchased in 1962!
But then, Sears decided that they didnt want to deal with the “common folk” and change it’s image. This thinking was brilliant. Sears went from being the #1 retailer, to wrose than Kmart.
All is left but brand names, and the quality is gone. And so I I, and millions of us “common folk”………..I have no pity for you Sears…..you forgotten your roots, and the people who made you #1…….your time is limited, and you know it.
October 8, 2011 at 9:30 pm |
Went to Sears today to try to buy a replacement battery. No luck. They do not sell that product. They did have a mechanics dolley I wanted for $100. No luck there, either. Seems their elderly employees only wish to talk stories with other elderly employees and customers and out of 5 people standing at the register yacking away only 2 were trying to help anyone and the other three completely ignored me. Fine. I’ll go shop somewhere else. Southglenn Mall, Denver.
No wonder the Wall Street finance guys are predicting Sears will be closing their stores by January 2012. They simply have failed to understand how to run a retail store much less a business.
November 29, 2011 at 2:41 am |
Just had a dishwasher delivered by Sears 2 weeks later than the planned delivery After they took out my old one they told me they needed to charge me an extra $150 for instillation (on top of the $170 they charged me when I bought it at the store). When they brought in the new one it was out of the box, no shrink wrap and it was damaged (probably due to the fact It was delivered in a pick-up truck). I called them and told them to come back and get it and requested a refund, I will never shop Sears again, their quality and customer service has diminished over the last few years.
November 29, 2011 at 8:27 pm |
Dear Bill,
Please accept our apologies for the late delivery of your dishwasher. We certainly understand your frustration for the installation team to ask for additional money to install your new dishwasher. In addition, we apologize for the damage to your dishwasher. My name is Susan with Sears Social Media Escalations team. We would like to look into this situation and offer our help in resolving this issue. I understand that you have returned your dishwasher and are requesting a refund. We would still like to talk with you, get more information on the way in which this installation was handled and see if we can assist you with your refund.
At your convenience, please contact our office via email at smsupport@searshc.com 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 dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the following code (Bill/Dishwasher), for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
November 29, 2011 at 9:48 pm |
Well Sears does indeed suck. After waiting forever for them to come to my house to fix my dryer, so that it would vent properly, they attached something that almost set my dryer on fire. Originally they sold me a dryer that was too big for the closet. The repairman said this piece will work great (the piece looks like a periscope). That’s bullshit. The other day my dryer heated up to the point that I couldn’t touch it. Apparently the periscope was preventing my dryer from venting at all. The heating unit was being stressed because there was no where for it to go. Lint was getting stuck on the bottom of it and the exhaust was also backing up. I am so lucky the dryer didn’t catch on fire. I called some local people to come take it off because I can’t deal with Sears people. The repair men at Sears don’t know what their doing, just like Sears customer service. The only way customer service will do anything for their customer is if you write something on Sears Sucks. There so afraid of bad press. I work at a school and I have told many people to stay away from them. Some were well aware of the shitty service from Sears, others took heed. I could go on and on and on. The bottom line is don’t buy from Sears, they truly Suck.
November 30, 2011 at 5:26 pm |
Dear Nina Eisenberg,
My name is Robert and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance. We apologize for any inconvenience you have encountered with your dryer and also see that you have been in touch with us before about this issue. We had a case manager assisting you on the dryer and provided you contact information. Please feel free to contact us at your earliest convenience and we will be more then happy to offer our assistance. I’m sorry we’ve somehow let you down. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Nina Eisenberg) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
December 5, 2011 at 11:52 pm |
Jacksonville, FL.
I bought a pair of Fila tennis shoes that started to fall apart, after a TOTAL of 5 hours of wear….ON TOP(strpes falling off) !! I took them back (DIDN’T have the receipt) and I wanted my money back because you SOLD ME CRAP !! “Oh, we can’t do that” said the sales rep, because her boss was at lunch. Mind you, we’re talkin about a $30 pair of CRAP shoes !!
Let me ask you THIS, idiots at Sears….When you send them back to Fila, are they gonna ask YOU for a receipt?? Are you going to ask for ANOTHER pair of CRAP shoes??? Or do you think the CRAP shoes people, Fila, will just apologize and SEND you a new pair ????
I didn’t want an exchange ..CRAP for CRAP shoe!!! I wasn’t going to GIVE you ANOTHER opportunity to screw me with MORE CRAP shoes of a different name!! I WANTED my FLIPPIN money back!! $30 DOLLARS YOU IDIOTS!! YES, withOUT a receipt !! DO YOU REALIZE the amount of $$ I’ve spent in the past 30 PLUS years???
NEVER again, will I set foot in your F’lippin store OR the piece of crap acquisition called K-Mart !! You have NOTHING that can’t be bought from another store!!!Because “well, without a receipt , we can’t help you”. NOOOO….It’s because I don’t have a bullhorn in my hand and my name isn’t Ty ! THIRTY DOLLARS, SEARS ??? REALLY !!!
BTW, I drove over 6,000 miles in a minivan with my 2 kids, and had “SEARS SUCKS” written ALL OVER it Impact?? Ab-SO -LUTEly !!! I heard more stories as to why SEARS DOES SUCK from people I NEVER met in my life !! And I’m about to make another 3,000 mile trip with the same stuff all over my car.
You’re a little too big in the wallet when you can’t refund thirty dollars without a receipt !!! And did I mention, at the time I had lost my job, was HOMEless, sleeping in my van (No, not “down by the reever”)
I just wanted my $$$ back, because YOU ripped me off !!!
It WON’T happen again, IDIOTS !!!!
Merry Christmas
December 6, 2011 at 8:38 pm |
Careful John…Sears may try to sue you for “defamation/slander/libel/etc.” for driving around with your signs. About the only way they can make money these days, since so many people (like myself) have ceased all shopping at Sears or K-Mart. Good Luck my friend!
December 7, 2011 at 9:31 pm |
Just got of the phone with Sears for the 8th time today with 8 different stories… All I am trying to do is get my microwave installed. I did it on my own with the last one but am forced to use Sears by my home warranty company this time around.
So I took the morning off of work to meet my 2 hour window that came and went with nothing from anyone.
You know I was going to write the whole story but I am too pissed and have wasted enough of my day on these morons. Wonder why you are going bankrupt Sears? Stop pissing off your customers and lying to them! I will never use Sears or its affiliates again.
December 8, 2011 at 9:25 pm |
Dear John Willever,
I’m very sorry to hear that your purchase of your Fila shoes failed so soon after you purchased it. Please keep in mind that even the highest quality and most expensive products can have manufacturer defects. We offer products return or exchange an item that is not functioning correctly with a receipt ( Softlines ).Regardless, we do want to speak to you further about this issue and to retain your business with Sears. My name is Robert and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the power washer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (John Willever) for reference to your issue, and we do look forward to talking to you soon.
Thanks,
Robert B.
Social Media Moderator
Sears Social Media Support
December 16, 2011 at 3:50 am |
My letter to the VP of e-commerce
Dear Imran,
I spent the time to place an order on Sears.com tonight that was completely cancelled. I took the time to figure out all of the items I needed, to find them on the website, add them to my cart, and purchase them. That may not seem like a big deal to Sears as I’m able to conveniently do that from my home. I have 3 children so that SHOULD make shopping much easier for me. Unfortunately after completing the task of purchasing these items, SEARS cancelled my online order stating that not all items were available. Based on the confirmation email of the cancellation I called for “a personal shopper” to figure out why my order was cancelled and what I could do to have these items shipped. My personal shopper stated that the availability is based on warehouse location relative to where your items will be shipped. I’m having them shipped so that I don’t have to go to a store and because I am having them shipped to a different state. Why can Sears not SHIP them to the appropriate location? Why do you even have shipping charges if the availability is based on location?
That isn’t even my biggest concern. My personal shopper proceeded to help me find the items at my local store. Most of the items were available, but from my order he could see that I live in GEORGIA and was sending them to OHIO. Why would I want to purchase the items in Georgia? And I spent the time to order the items online – I obviously do NOT want to go to the store to pick them up! He told me that I could purchase the items online again after I add them back to my cart and I RE-PURCHASE them and pick them up. He wasn’t even able to automate the process for me – Even though SEARS cancelled the order, NOT ME! Then he tells me that the cancellation that occurred earlier will take 3-5 business days to be put back on my account. It is 10 days before Christmas. I used a debit card linked to a bank account, and it is going to take 3-5 business days to put MY cash back on MY account for an order that was cancelled almost immediately after being placed!!! WHY DID SEARS CHARGE MY ACCOUNT IN THE FIRST PLACE IF THEY COULD NOT FULFILL THE ORDER? That is absolutely ridiculous. I stated this to my personal shopper, and I understand there is nothing he can do and I let him know I need to speak with someone from customer service. He transferred me to the Credit card department for Sears. I do not have a Sears credit card, and he knew that I did not use a Sears card for my purchase. I was transferred, put on hold, eventually talked to a credit representative and stated I need to speak to customer service, I was put on hold again, and ended up at the automated Credit Card Service menu – I hung up and now you are receiving this email that I can almost guarantee will be just as much a waste of my time as this entire order! I have very little faith that Sears will care in anyway about my frustrations. I am coming to the understanding that you are really just too big to care. I have spent nearly 3 hours attempting to buy tools from Sears.com – I should have gone to the store with my 3 kids in Georgia and paid to have it all shipped to Ohio. I have the ability to ship items from Georgia to Ohio – why does Sears not have that ability???
Sears should reconsider having “e-Commerce” if you can call it that, since you end up having to go to the store anyway.
December 16, 2011 at 7:12 pm |
I work in a sears store, and have had many irate customers with the same complaint!!! THEY DO CHARGE YOUR CREDIT CARD!! Even IF IT’S NOT IN STOCK!!!! DO NOT SHOP ON SEARS.COM!!! YOU WILL BE VERY DISAPOINTED!!! Consider yourself lucky this time….usually they email you 3-5 days AFTER they charge your card to tell you it’s out of stock…then another 3-5 BUSINESS days to get the funds credited to your card account!!
December 16, 2011 at 9:24 pm |
So now a customer service person will contact you by email and tell you to call him. They don’t want to see bad stuff on the website. So, you call them and it starts all over again. They don’t answer their phone and they make it impossible to contact them. They’re probably so busy putting out fires, they don’t have enough customer service people to help you. When you finally contact someone they send incompetent people to service you. On my dryer vent a Sears guy put a periscope sort of thing to save space in the dryer closet. After using it for 3 times, my dryer almost caught fire. I believe I have burnt out the heating element and so the dryer is no good anymore. Every time I think about this, it sickens me. The bottom line don’t shop at Sears. There are plenty of other places to get what you want.
December 16, 2011 at 4:49 pm |
This is a company going up in flames. Montgomery Ward failed but managed to maintain decent customer service up to and, in my personal experience, even after their stores closed.
December 26, 2011 at 1:54 pm |
srsly, just spent hours online with their CS rep, on the first day of my xmas break, trying to find the mattress I ordered. asked to be transfered to a supervisor and was disconnected. Pathetic sad remnants of a once great American chain. No wonder overstock and other online retailers are kicking their ass. If it weren’t for Lands End I’d never even set foot in a Sears
December 28, 2011 at 2:23 am |
I went to the SEARS in Jacksonville Florida the other day. There wasn’t a salesperson to be found. It was like being in a scene from a “TWILIGHT ZONE”. I had to scream at the top of my lungs at the checkout that was as you were entering the interior of the mall! I wanted to pay for something and it was really like a scene out of the “Living Dead”. Wow… I remember when I was young and SEARS was the best of the best! What the &*))&^%&%^ happened? Now it’s just gross! ANOTHER ONE BITES THE DUST!!!!!
December 29, 2011 at 11:03 pm |
Dear Amy,
We do apologize for the disappointing experience you’ve had with one of our stores. We’d at least like to follow up with you so we can improve our customer experiences. I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. At your convenience, please contact our office via email at smsupport@searshc.com 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 and we will call you directly. Also, in your email, please provide the screen name (Amy) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
December 29, 2011 at 11:04 pm |
Dear Amy,
We do apologize for the disappointing experience you’ve had with one of our stores. We’d at least like to follow up with you so we can improve our customer experiences. I am very sorry that you have not received the level of customer service that you deserve. This is definitely not the type of experience our customers should encounter with us. At your convenience, please contact our office via email at smsupport@searshc.com 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 and we will call you directly. Also, in your email, please provide the screen name (Amy) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
December 28, 2011 at 4:37 pm |
SEARS, the end is near, Sears stock down 23%, Sears announced the closure of 120 stores
Sears, what goes around comes around
Sears slaes forces are robbing people out of their money and providing lousy or no service in its place, Sears people lie to their teeth about so caled “protection agreement” or “extra warranty’ or “maintenance agreement” that are not worth the papers they printed on.
Sears pay their sweat shops labourers $10.50 an hour and insist that they make at least $100.00 of sales per hour, if the customer refuses to purchase you have to “counter argue” at least twice and the “Gestabo” style ignorant/retarded supervisors have to listen 5 times at least per week to their associates and criticise their performances time and again.
Sears gift cards expires in 6 or 12 months, it is written in fine prints on the back of the card contrary to Canadian laws, but most customers are robbed of their hard earned cash each and every day by Sears such that Sears can steal their money.
Sears work environment is a perfect loosers paradise, any ignorant uneducated unemployable person can push telephoe sales at Sears and lies over the phone to customers and sell them lies and deceiptful fabrications to make a lousy 3% commission to suplement their lousy $10.50/hour.
Sears tell you if we can’t fix a “major problem” with an appliance that has a so caled ‘protection agreement” or “extra warranty’ or “maintenance agreement”, that if they can’t fix it Sears will exchange the appliance with a new one NOT TRUE
Sears tell you that you get your money back if you do not use the service NOT TRUE
Sears tell you that you can buy anything in the store NOT TRUE
Sears tell you that every thing is covered under your “protection agreement” or “extra warranty’ or “maintenance agreement”. NOT TRUE
Sears takes first prize on employing the most incomptent work force ever assembeled on the face of the earth, the best liers/slave drivers/ignorant/uneducated are promoted to supervisors and get paid $17.00/hr to teach other how to lie and make sales under false pretenses.
Sears the end is near, the time has come that you disintegrate like a parasite you and your dishonest workers are.
December 28, 2011 at 5:11 pm |
I agree with your post. I have a five year maintenance contract with them and I’m sure that’s not worth the paper it was written on. If customer service cared so much about the problems I am having with the dryer I purchased, and they read these posts, they should call me at my convenience to see what they can do for me, not send me an email to get in touch with their Sears Social Media Escalations team. They’ll talk to you once they don’t care if the problem is resolved.
Good customer service is so essential for a business to keep running. Look at Amazon, you call them, the phone rings twice, someone picks up and takes care of any issues you might have. Hence, I bought the Kindle Fire. I will never buy and it looks like I won’t be able to buy anything from Sears again. I have to find someone to buy back my washing machine and take a loss on the dryer.
I wouldn’t even think of calling Sears customer service because they are the nastiest people one could imagine and so incompetent. They cancel appointments without telling the customer and if they come they send one person to do a job that takes two. I couldn go on and on, but I won’t.
I never post things about companies on the web, but Sears was and is so bad that I can’t help myself.
December 29, 2011 at 12:11 am |
Patrick…I clicked on one of the (many) Sears Sucks comments to post info about the stock issue, bur you saved me the time/effort. Thank you. The Sears Repair Center behind the Newgate Mall in Ogden, Utah is now closed. This is where MY Sears nightmare began. I feel sorry for the employees who actually tried to render good customer service. The problem there was their horribly incompetent manager. I suspect SHE is now unemployed – not someone I would hire in my business. Sundown on Sears…
December 28, 2011 at 5:30 pm |
NEW YORK, N.Y. – Sears Holdings Corp. plans to close between 100 and 120 Sears and Kmart stores after poor sales during the holidays, the most crucial time of year for retailers.
The closings are the latest and most visible in a long series of moves to try to fix a retailer that has struggled with falling sales and shabby stores.
In an internal memo Tuesday to employees, CEO and President Lou D’Ambrosio said that the retailer had not “generated the results we were seeking during the holiday.”
Sears Holdings Corp. said it has yet to determine which stores will close but said it will post on http://www.searsmedia.com when a final list is compiled. Sears would not discuss how many, if any, jobs would be cut.
The company has more than 4,000 stores in the U.S. and Canada. Its stock fell $7.88, or 17 per cent, to US$37.97 in Tuesday trading.
December 28, 2011 at 5:53 pm |
The store closures and Sears Canada Inc. (TSX:SCC.TO – News), the U.S. retailer’s Toronto-based subsidiary which has been streamlining and making other moves under a new leadership team to help reverse recent losses.
Last month, Sears Canada laid off about 70 employees at its head office in downtown Toronto as the retailer works to overcome a loss of nearly $47 million in its latest quarter.
In the U.S., Sears Holdings’ revenue at stores open at least a year fell 5.2 per cent to date for the quarter at both Sears and Kmart, the company said Tuesday. That includes the critical holiday shopping period.
Sears Holdings said the declining sales, ongoing pressure on profit margins and rising expenses pulled its adjusted earnings lower. The company predicts fourth-quarter adjusted earnings will be less than half the $933 million it reporter for the same quarter last year.
Sears Holdings also anticipates a non-cash charge of $1.6 billion to $1.8 billion in the quarter to write off the value of carried-over tax deductions it now doesn’t expect to be profitable enough to use.
Sears said it will no longer prop up “marginally performing” stores in hopes of improving their performance and will now concentrate on cash-generating stores.
“These actions will better enable us to focus our investments on serving our customers,” D’Ambrosio said.
The weaker-than-expected performance reflect what analysts say is a deteriorating outlook for the retailer.
The results point to “deepening problems at this struggling chain and renewed worries about Sears survivability,” said Gary Balter, an analyst at Credit Suisse. “The extent of the weakness may be larger than expected but the reasons behind it are not. It begins and some would argue ends with Sears’ reluctance to invest in stores and service.”
The company has seen rival department stores like Macy’s Inc. and discounters like Target Corp. continue to steal customers. It’s also contending with a stronger Wal-Mart Stores Inc., the world’s largest retailer, which has hammered hard its low-price message and brought back services like layaway, which allows financially stressed shoppers to finance their holiday purchases by paying a little at a time.
The tough economy hasn’t helped, either. Middle-income shoppers, the company’s core customers, have seen their wages fail to keep up with higher costs for household basics like food.
But the big problem, analysts say, is Sears hasn’t invested in remodeling, leaving its stores uninviting.
“There’s no reason to go to Sears,” said New York-based independent retail analyst Brian Sozzi, “It offers a depressing shopping experience and uncompetitive prices.”
Sears Holdings Corp., based in Hoffman Estates, Ill., said that the store closings will generate $140 to $170 million in cash from inventory sales. The retailer expects the sale or sublease of real estate holdings to add more cash.
Sears Holdings appeared to stumble early in the holiday season, as it opened its Sears, Roebuck and Co. stores at 4 a.m. on Black Friday, the day after Thanksgiving. Rivals including Best Buy Co., Wal-Mart Stores Inc. and Toys R Us opened as early as Thanksgiving night. Sears stores had opened on Thanksgiving Day in 2010. Kmart has been opening on Thanksgiving for years.
A hint that trouble might be brewing came in mid-December when Sears Holdings unexpectedly announced that 260 of its Sears, Roebuck and Co. locations would stay open until midnight through Dec. 23.
Kmart’s 4.4 per cent decline in revenue at stores open at least a year was blamed on diminished layaways and a drop in clothing and consumer electronics sales. Part of Kmart’s layaway softness likely stemmed from competitive pressure. Wal-Mart had said that its holiday layaway business had been popular. Toys R Us expanded its layaway services to include more items. Kmart’s grocery sales climbed during the period.
Sears cited lacklustre consumer electronics and home appliance sales for its 6 per cent dropoff. Sears’ clothing sales were flat. Sales of Lands’ End products at Sears stores rose in the mid-single digits.
Sears Holdings said it also plans to lower its fixed costs by $100 million to $200 million and trim its 2012 peak domestic inventory by $300 million from 2011’s $10.2 billion at the third quarter’s end.
D’Ambrosio acknowledged in his internal memo that criticism over Sears Holdings’ performance was likely to come, but that the company was prepared for the days ahead.
“We will bounce back and become stronger than ever,” he said.
At Sears Canada, the company said its recent job losses affected some middle and senior management. In total, the company has more than 30,000 employees, of which about a third are full-time staff.
The Canadian retailer has made major changes to its executive team in an effort to overcome lagging sales in recent quarters as more consumers opt to spend their money elsewhere, and retailers ramp up competition ahead of the entry of newcomer Target Corp. into the Canadian marketplace.
In July, the company brought in Calvin McDonald, a former executive at Loblaw Companies (TSX:L), to take the reins as chief executive.
Sears Canada also hired Steven Goldsmith, who worked as executive vice-president of the online division of Limited Brands Inc., to come in as its executive vice-president of merchandising.
Sears Canada posted a net loss of $46.6 million in the three months ended Oct. 30, down from a profit of $20.8 million a year ago. On a per share basis, losses were 44 cents compared to a profit of 19 cents. Same-store sales fell 7.8 per cent over the same period last year.
The company, which is 92 per cent owned by Sears Holdings, has 196 corporate stores, 280 hometown dealer stores and 1,700 catalogue merchandise pick-up locations across Canada.
It also operates 108 Sears Travel offices and a country-wide home maintenance, repair, and installation network.
With files from The Canadian Press
..
December 29, 2011 at 5:18 pm |
I assumed Sears sucked ahead of time, but a relative really wanted something they only stocked, so I ordered it online on Black Friday. The website is terrible. After you place an order, it doesn’t even list what size or color you ordered and I never got an order confirmation email. However, the very same day, the order status changed to “shipped” and I built up false hope. I had ordered my item with expedited shipping. The item did not arrive on time and I started my dealings with the unknowledgeable customer service staff. Everyone told me a different story. The item showed as “ready to ship” on their system, but said “shipped” on the website. And since the order was being fulfilled by a store, they couldn’t provide a tracking #. After about the 4th call, my case was elevated to the research department, which took 10 business days (instead of the 5-7 they initially told me, which in itself is too long) to then be informed me that they were canceling the order, with no explanation. The day I got the order cancellation notice, the item I had ordered was available for purchase online. Why couldn’t they just fulfill the order is beyond my comprehension. At this point, I gave up on the original order, and after ensuring that I would be refunded, I proceeded to place a duplicate order, but this time shipping to a local store (which I wasn’t able to do with the first order due to it not being available at that time). The local store ended up having the item, but of course without causing some grief first. They first tried to give me the wrong color, but in the end were able to give me the right item after wasting my time even more. And I did get the money from my original order back into my account.
You’d think the saga would end there… but of course not, they screwed up the refund as well. They refunded the money twice. First to my credit card and now with a paper check, that was issued roughly a week after the first refund ocurred. So today I had to call again and let them know of the mistake (they were unaware) and now hope that just by not cashing the check, everything will stay the same and no more issues will arise.
Worst online shopping experience ever. They don’t deserve to be in business if they can’t fulfill a simple online order. I’m boycotting Sears & Kmart and retelling my saga to anyone who will listen.
Hopefully they’ll go out of business in 2012 and the world will be a better place because of it.
January 3, 2012 at 10:57 pm |
Dear AJ,
We are sorry to hear about the problems that you are experiencing with Sears.com. We can only imagine the frustration this has caused you and your family. Our goal is to provide a level of customer service that you and our other customers deserve. This is definitely not the type of experience our customers should encounter with us. My name is Robert and I work for the Social Media Support Team. At your convenience, please contact our office via email at smsupport@searshc.com 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 (AJ) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
January 4, 2012 at 12:05 am |
Social Media Support Team? Used to be called Escalation Team. You folks intervene when when the problem “escalates”. Why can’t Sears provide decent customer service and avoid all the negative on-line comments? Of course you folks would be out of a job. A once great company being trashed by a greedy hedge-fund manager. Sad.
December 29, 2011 at 10:24 pm |
Everyone but me probably already knew this, but I learned the other day the problem with Sears/Kmart. I though Kmart bought sears but didn’t know that Sears Holdings bought into the two chains for their real estate value, with little if any thought to sales. So, the real estate market crashed and SH, which I think is a Lampert creation, let the stores deteriorate even further. I’d be interested in hearing from someone who knows the real story here.
January 2, 2012 at 11:25 am |
Maybe the sears social media. who reads this blog can explain why cashier that are very good at there jobs, customer service, helping customers, are fired because they do not get enough credit. Why we are pushed to ask 4 times to get a credit…Tell me why head mangers know cashiers are lying to get credit and find that not only acceptable, but use them as examples, not mentioning they are lying ..They lie about being upgraded, there is no upgrade, it is another card.. As a cashier ,was told never to give a return without it being tracedif they do not have a receipt , yet a manger comes and gives a return. The job description is for a cashier, why is it mandatory to get a credit for every 500 dollars you ring up that isn’t on a sears card…Why when the retail store depends on sales, are there a skeleton staff daily…The credit and protection agreement is all they want..The electronics dept will stop selling merchandise if they are not getting the pa… A cashier will walk away from a customer that has a lot of merchandise, so they do not have to ring up so much and get behind on their credit quota….And on of the top ten biggest lie’s, turned down for one card, tell the customer, try our other card, it is easier to get, or maybe you put in the wrong social, try it again ,and the cashier uses another application for another card, so they get 2 credits from one person…Now a cashier gets 1 dollar for a sears card and 2 dollars for a mastercard.. we make minimum wage, as I told my manger numerous times, when he brought me in for being only 80 percent in credit, why wouldn’t i want to get credit, it is beneficial to me….People use credit cards to gets miles, points, cash back, they don’t want a one time 15 dollars savings…. To the sears social media person, maybe you can explain to the consumers, why they are being harassed for credit, and protection agreements..Every 15 minutes a cashier is asked for their numbers, they are not helped when there are people on line, just a manger who comes by,asking for your numbers, saying you have to push the credit, with customers there hearing this.Try asking a customer for a credit ,when they just heard your boss tell you to push the credit…..I left because i felt dirty taking advantage of ,especially elderly people,, I have 3 kids in college, I would of stayed at this job for another 20 years..last week I was there, a 30 something year old man , comes up to me in tears…he was told he was applying for a rewards card, he asked 3x, to make sure it wasn’t a credit card…he punched in his social, gave his drivers license., was told he was denied, he said denied for a rewards card, man told him, no a credit card…the man and his wife were going for a mortgage, they just paid off all there credit cards,He wanted it ripped up, told him it is too late..Now everyone can say, he gave the info, but when you are in a dept store, buying underwear, you are not thinking the store is lying to you about a reward card….when I told the cashier he was wrong to lie, he said the man was turned down for a credit card, he doesn’t have a chance at a mortgage,,,.He made 2 dollars and got a credit , he was happy.. the customer went home to his wife who told him he better get it cleared up…Real American store sears is now…
January 13, 2012 at 11:56 pm |
Just my two cents regarding appliance repair, small engine parts, etc. Don’t buy your parts from sears, they are too expensive and almost always out of stock. For appliance repair, take a look at repairclinic.com, they have good diagnostic descriptions, reasonable parts prices and great service; you can also see if a needed part is in stock. For small gas powered equipment, look at m-and-d.com. Once again, good prices and great customer service.
January 20, 2012 at 2:48 pm |
I ordered two pairs of shoes. My debit card was charged the full amount but only one pair arrived. I e-mailed them with a photo of the box. I scanned the UPS label showing “4lbs” It measured 4.1 on our scale. The photo included a tape measure laid along side to prove that two pair could not fit and that the weight was that of one, not two pair. I went back and fourth with them on this for ten days with overwhelming proof that they shorted me. HOW HARD WOULD IT HAVE BEEN to simply acknowledge the shortage and send a pair of shoes. To this day they will not do it.
January 20, 2012 at 5:51 pm |
Dear Franklin,
I have come across your post concerning your online order and the short shipment of your shoes. I am very sorry this has happened, I can understand the concern and frustration you must have felt at the time you received the shipment. My name is Stephanie and I am part of the Sears Social Media Escalations team. We would like to look further into this and would appreciate the opportunity to speak to you directly. At your convenience, please contact our office via email at smsupport@searshc.com 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 your shoes 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 “Franklin” for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
February 1, 2012 at 12:53 am |
Just another Sears lousey customer service story. I have now been waiting over a week to get service on my clothes washer. Service was suppose to come today, we even confirmed it this afternoon and were told that someone would be here between 2 and 5 this affternoon. I get a call about 3pm from someone saying they were on the way to check out my dishwasher! I said I had not requested a call on my dishwasher but if they wanted to do a maintenance check on it to come on out but were they also going to fix my clothes washer too. I was told no he did not do that but he would check where the other service tech was at for me. When he got here he said the guy would be here later and proceeded to check my dishwasher which I had no problem in the first place and guess what he did something to it so that now I would need a service call on it! I waited until 6pm and no service tech appeared or called to fix my clothes washer!! I called again and they very simply said sorry no one will be out today you will have to make another appointment and wait another 10 days to get someone out. I asked to speak with a manager, they hung up on me twice and on the third try they said they didn’t have a manger and refused to get anyone out sooner even though they did not live up to their appointment scheduled for today. NOT ACCEPTABLE SEARS YOU SUCK!!! I will never buy an appliance from Sears again!!
February 1, 2012 at 2:22 am |
I have had the same horrible experience with Sears! Is this what is left of one of the last remaining American icon stores?? Sears use to be an American household name! Use to stand by their name just like Americans do! So now, when you call to get good service, you get someone in some third world country to deal with your problems! Good job Sears! Just another reason for Americans to go elsewhere.
February 1, 2012 at 10:34 pm |
Dear Leslie Walski,
My name is Stephanie L. and I am part of the Sears Social Media Escalation team, and I have just come across your post. Please accept our deepest apology for the ordeal you have been through regarding the repair of your clothes washer. I especially would like to apologize for the poor customer service. Not being assisted and then being hung up on are valid reasons why you would be frustrated and discouraged. We do value you as a Sears customer. I would like one of our corporate case managers to contact you directly and speak to you and assist in this matter. At your convenience, please contact our office via email at smsupport@searshc.com 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 your washer was purchased under (if different than the contact phone number) and we will call you. Also, in your email, please provide the screen name” Leslie Walski” for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
February 6, 2012 at 10:42 pm |
Here is the situation
I purchased a Nordictrack ACT Ellipical for Searsc.com in late Oct 2011 and it only worked for two weeks. I have had to call Nordictrack 4 times to get this fixed and it still is not working. This has taken over two months, as it take two weeks just to get parts to see if it will fix the problem. Sears won’t refund my money becuase it is over the 90 return policy. It has taken 90 days to figure out that it doesn’t work repeadedly. I have done everything correctly, I called the manufacturer directly to get it fixed, they came out several times to try to fix it. So far I have had to replace the console, the motor, the lower and upper wiring harnesses. I can’t think of what else could break. I have had to take off work for the technicain to come out. The last time he was here for over 3 hours. Sears said they have no record of this to have Nordictrack call them, so I spoke to Nordictrack and they said they have no way to interface with Sears, their retailer. Sears said they would return it for a refund when I called them on 2/3 and then spoke to them and they won’t unless I pay a 150.00 restocking fee. This seems completely unreasonable, since I have tried to get this machine fixed and can’t afford to be off work any more hours. I had to speak to six customer service reps at Sears, and when I asked to speak to a manager, I was told the the Manager, Joyce, does not talk to customers. Wow, I’d like to try that at my job! I am at a loss as to what to do at this point. I have an expensive exercise machine I can’t use and can’t get my money back on. All I wanted to do was get healthy for the New Year, now I am only thousands of dollars poorer and more stress from this situation.
I just want my money refunded and the ellipical taken back. I can’t take more time off work and don’t want a different one. Not worth it.
February 6, 2012 at 10:47 pm |
Oh, don’t forget to post on all the social media sites you can about you “customer service” experiences. Probably won’t help, but can’t hurt.
February 9, 2012 at 3:55 am |
I took my car in for rear struts, new tires in front and to replace an oil pan gasket. When I left and went home, my front tires started vibrating every time I put on the brakes. Sears denied cvausing the problem even though I proved to them that the brake problem was not showing up when they pre-drove the car before fixing the car.
Sears sucks; they used to provide top notch sevice and equipment; now, they are providing trash customer service at exorbinant prices; this is causing customers to walk away as they steadily increase prices. This is why they are closing hundreds of stores this year.
Good riddance, Sears; I will find another place to get my car fixed.
February 10, 2012 at 5:41 pm |
Dear Richard Lawrence,
My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation turned around. After reading about the experience you’ve had with your vehicle after your visit, I can understand why you would be discouraged. We’re very sorry to hear you have lost your trust in Sears; I would like one of our corporate case managers to contact you and discuss further what has transpired. At your convenience, please contact our office via email at smsupport@searshc.com 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 “Richard Lawrence” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
February 13, 2012 at 8:06 pm |
Dear L. Walker,
We apologize for the delay within responding to your Nordic Track issue. I wanted to reach out and express our deepest apologies for this situation. We understand that this experience has been very frustrating and an inconvenience with the treadmill not working properly. We value you as a Sears customer and we would like to have the opportunity to speak with you. We know that you have spoken to our business partners and with the indication of a restocking fee being applied. We will be assigning your situation to a Case Manager that will be your point of contact and will provide you with the best resolution we are able to offer. At your convenience, please contact our office via email at smsupport@searshc.com 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 Nordic Track 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 (L. Walker) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B
Social Media Moderator
Sears Social Media Support
February 25, 2012 at 9:14 am |
i will shed no tears when this company goes out of buisness and maybe even dance a jigg,for a while the were the only game in town and the best.over the last 10 years customer satisfaction has not been a strong point. they have had plenty of chances to improve but it did not seem important.i dont know maybe they expect a bailout like the car companies.GOODBYE
February 25, 2012 at 9:26 am |
MY FATHER BOUGHT A LAWNMOWER FROM THEM AND WHEN HE HAD TROUBLE WITHIN 6 MONTHS BROUGHT IT BACK TO THEM. THEY WANTED $40.00 JUST TO LOOK AT IT AND THEN $100.00 TO FIX IT. WHEN HE DECIDED HE WASNT GOING TO BOTHER FIXING IT HE ASKED FOR IT BACK TO HAVE SOMEONE ELSE LOOK AT IT AND THEY WANTED TO CHARGE HIM $30.00 TO TAKE IT BACK FROM THEM. THEN ON TOP OF THAT THEY ASKED IF HE WOULD LIKE TO BUY ANOTHER ONE AND HE SAID YES , BUT NOT FROM SEARS. WHAT THE HELL KIND OF RACKET IS THAT. NOW THEIR ALL WORRIED ABOUT CUSTOMER SATISFACTION. PLEASE
February 26, 2012 at 3:41 am |
Sears really does suck. I have purchased many items in the past – refrigerator, lawn mowers, tractor, clothes, etc, etc. I bought a dishwasher online on 1/8/12. I waited twice to have it delivered, nobody called or showed up. Finally I called them totally ticked that I wasted my time out from work for a delivery. They promised me a stinking gift card (never showed up) and they suggested I have my credit card recharged to have the dishwasher sent Sears internal since they could not seem to get it delivered. They finally did deliver it – I continued to receive calls for two weeks that they would deliver it after it was delivered! Three of the installation guys never showed up. Three more came out and the first said he could not do the install because the plumbing was not done right and left – Sears did the last install! The second said Sears installation sucks and gave me the number of another installer and told me to get a credit from Sears, the third guy found a different problem and said he would charge $250 and be back Monday – never showed! Sears you do suck, I will never buy another thing there again!!!!!!!!!!!!!!!!!
February 28, 2012 at 5:34 pm |
Dear gmccormack,
I just read your post and it has raised some concern. We apologize for the delivery issues and negative customer service you experienced surrounding your dishwasher. This is not the type of experience we expect our patrons to endure, especially after making such a large purchase. It is understandable why you would be so upset. My name is Stephanie L. and I am part of the Sears Social Media Escalations team. We would like one of our dedicated case managers to get in contact with you to look further into this on your behalf. At your convenience, please contact our office via email at smsupport@searshc.com 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 dishwasher 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 “gmccormack” for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
March 25, 2012 at 8:51 am |
Bought a “stainless steel ” gas grill, kenmore brand. 2 years later burner is rusted through and bottom is rusted out. Ordered parts, they sent the wrong ones. No returns on parts, even though they sent the wrong ones. NEVER GOING THERE AGAIN! Sears is going bankrupt for a reason!
March 26, 2012 at 5:31 pm |
Dear PPK,
We are very sorry to hear about the ordeal you have been through concerning your parts order. We understand the burner is a much needed part for your Kenmore gas grill. My name is Stephanie L. and I am with the Sears Social Media Escalations team, and we would like to assist in this matter. At your convenience please contact our office via email at smadvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the gas grill 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 “ PPK ” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
April 2, 2012 at 6:09 am |
bah-by sears
April 2, 2012 at 5:00 pm |
Dear J. sablonski,
My name is Stephanie L. and I am with the Sears Social Media Escalations team, we are sorry to read that we may have somehow let you down. If there is anything we can assist with please feel free to let us know. As always we do appreciate your business.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
April 6, 2012 at 2:34 am |
Sears rips off customers. Specific example is their battery pack replacement for a Neuton CE5 mower at $200. Neuton wants $100 for the same thing. You can replace the 2 12V 10ah batteries yourself for about $60. Both are rip offs but Sears is the WORST.
http://www.sears.com/shc/s/p_10153_12605_SPM3494718301P?sid=IDx20101019x00001a&ci_src=14110944&ci_sku=SPM3494718301
April 16, 2012 at 11:47 pm |
I ordered a stove from Sears and looked forward to today’s delivery. Lo and behold, they brought the wrong stove. The sales woman who rang up my order told me that if there was anything wrong with it (dings, dents, etc.) to go ahead and accept it anyway because it is faster to do a return than to have the delivery guys take it back. So I accepted the delivery and then went back to the store and of course the sales woman who sold it to me was not in today. An extremely rude sales woman who was there called Customer Relations for me and had me on the phone with them (obviously so she didn’t have to do her job) and the person on the phone said it would take several days to do an exchange. I told her I don’t want an exchange I want a refund and of course it will take 7-10 days to process it all the while they have my old stove. I took a day off work to have this delivered and they couldn’t even do it right the first time. Tomorrow they are supposed to pick up the wrong stove, return my old one, and let’s see if they can get that right. Never again! No wonder Sears is quickly going down the tubes.
April 17, 2012 at 3:55 pm |
Rudy,
Our sincerest apologies for the delay you are experiencing with getting range picked up and your money refunded. My name is Zenaida and I am part of the Sears Social Media Escalation team. I know how disappointing this ordeal must be for you. We would like to follow up with you to make sure the pickup went well and we can follow up on your refund as well.
At your convenience, please contact our office via email at smsupport@searshc.com 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 your range 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 (Rudy R.) you used to post on this site, for reference to your issue. We truly value your business and look forward to talking to you soon.
Thank you,
Zenaida M.
Social Media Moderator
Sears Social Media Support
April 18, 2012 at 3:14 pm |
K-Mart emerges from bankruptcy and buys Sears. Anything you buy from Sears you’re buying from K-Mart. Remember Dustin Hoffman in “Rain Man”? “K-Mart sucks” and so does Sears.
April 23, 2012 at 4:34 am |
I really don’t like Sears. What clothing there is good outside of Levis? I’d rather shop at Max 10.
April 23, 2012 at 4:35 am |
Sears is freaking bad. Why even shop there? Honestly it’s one of the worst places ever. The prices are only good if you use their 30% off discount codes.
May 3, 2012 at 7:34 pm |
ok well lets see i bought a lawnmower from sears a few months ago with their supposed no hassel extended warranty. well it has stopped running and the oil filter is so soaked with oil that you can wring it out like a soaking wet wash cloth. i called the store to see what i could do and they answered the phone with sear hold please. of course no time to let me respond and i was place on hold for 10 min. ok well i got a little agrivated and decided i would just take the mower back to them. when i got there they said we need to send it in to get it looked at. ok well how am i suppose to mow my grass. their response i dont know. not my problem. not your problem?! i just spend 400 dollars on this pos mower and its not your problem. ok well i asked to speak with the store manager. well the got me this lady who is suppose to be the assisntant manager,emily was her name, well she told me she was over apparel. anyways she tells me the same thing then tells me i am welcome to call the 800 number and talk to corporate office. wow! says she will be right back to give me the number. well 10 mins go by and nothing. so i went online with my phone and found the number. got some pakistan lady who barley spoke english . tried to explain it to her then she kept asking for my online order number. i tried to tell her i didnt have one. had to say it 6 times. i said i wanna talk to your supervisor, that she understood.i got this guy who i explained the whole thing to again. and all he would offer me was a certificate to get reimbursed to pay someone to mow my grass. your kidding me right . i now have to pay outta pocket to get my half acre or grass cut then they will reimburse me 25 dollar. wow that wont even cover them to come out and strat the mowers. so i asked about a loaner. they said no we dont offer that service. ok well how about you just replace it. no we cant do that. well shucks you cant loan me one , you cant rplace a defective one all you can offer is for me to pay outta my pocket to get my grass cut. well i guess i should have saved my money and just paid all year long to get it cut. so then i asked semi nicly to speak to his boss, he continued to speak so i said i am done talking to you put your boss on the phone now. he kept talking, ok now i am usually a polite guy….. i had to scream at him to put his f-ing boss on the phone now. he continued to talk. omg. finally i yelled at him at the top of my lung, in the middle of the store by the way, if you say another word i will have your f-ing job put your boss on the phone now!!!! well he put me on hold, without saying a word, and 10 min later she got on the phone her name was amanda. i explained the situation again, and asked her to please, after all the money i have spent their in my adult life help me this one time. nope she kept offering the same things he was. well i asked for her boss. she said i am the highest supervisor here. i said ok well transfer me to your boss she repeted her statement. i said are you the owner of the company ? she said no i said then i wanna speak to your boss..again she repeted the same song and dance. you know i would think if you have a customer who is this irittated at your company you would bend the rules a little. between me and my family we have spent millions of dollars in sears in the last twenty years. i also explained to her that i would be willing to meet her half way. she could contact a company her in kokomo, in and pay them directly i would be fine with that but no she wont even do that. well this is how i see sears. they sell you a product , promise to back that product, sell you extended warrantys for said product but then when you have a problem with said product they wanna just ignore you. while i was at this store i saw 3 other people bring there mowers in with similar problems. must be something wrong with the crapsman, i mean craftsman, line to have them all have a similar problems. wow! all i have to say is if after this you dont think sears sucks then you need you head examined.
May 4, 2012 at 9:19 pm |
I had the same problem with my snowblower – totally incompetent staff at the service location in Ogden, Utah (which is now closed…LOL!). Hopefully you will get contacted by a Sears Escalation Expert, or some crap like that. I was able to get a full refund on my service costs, then bought a new snowblower…a Honda! Great machine. Avoid Sears At All Costs!!!!!
May 7, 2012 at 7:32 pm |
Dear mayne spicer,
My name is Stephanie L. and I am part of the Sears Social Media Escalations team. We are very sorry to hear you have been having troubles with your lawn mower, at this time of year we understand how very important it is to have it in functioning condition. Please accept our apologies for any poor service you may have received, we are certain our associates did all they could to assist, however we would like to take this matter over at this point. We would like to contact you not only to research into the warranty you currently have, but to also speak to you further on the options we have to ensure this problem is resolved. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the lawn mower 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 mayne spicer you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
May 8, 2012 at 2:52 am |
Well back on 4/19/12 I ordered a Miter Cutter 815-1000 Hand Shear from them I called the next day to check and see if I could get item sooner I would pay more if I could I was yold it could take up to 25 days to get item I explained that I was at a job in Fl. and would not be at that address in 25 days so I cancelled order on phone with lady. Ok now 48hrs. after I got a e-mail my item had been shiped hmmm so I called agen the next person I talked to told me to just not except item when it shows up ok I told home owner not to except done. Ok now item returned its 5/7/12 I have not see my $ put back in bank yet WHY so I call agen the new person told me yes she see where i returned item BUT now I need to call the vender who shiped item to get $ from them REALLY but sears is the one who took my $ why not sears give it back??? OK I call vender phone # provided by sears its a recording that tells me I got to E-mail customerservicessears@*****.com not talk to some one Email them so I have we will see but i will tell you this never never AGEN SEARS
May 8, 2012 at 6:47 pm |
Dear Tommy Quick,
My name is Stephanie L. and I am with the Sears Social Media Escalations team. We have just come across your post and would like to apologize for any frustrations you have been through with credit of your returned online item. Third party vendors are best viewed as separate retailers who lease selling space on Sears.com. We would like to contact you and assist in helping you work with the vendor in getting this resolved. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your Miter Cutter 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 Tommy Quick, you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
May 16, 2012 at 6:57 pm |
I just got off the phone with Sears “customer solutions” for the 3rd time (1st time was disconnected while transferring, 2nd time I believe I was hung up on purposely). I had to explain my situation at least 3 seperate times. My $800 range that I purchased 4 years ago caught on fire and since I didn’t have any warantees, all Sears would do is knock $65 off the repair bill. What really ticks me off is them trying to sell me a 12 month warantee for $240! Are Sears products gotten to the point to where they won’t even stand behind an obvious safety issue? If my house would have burned down I would have sued the pants off this company! It is very sad to witness what has become of what used to be a quality American company!
May 21, 2012 at 10:28 pm |
Dear jim,
My name is Stephanie L. and I am with the Sears Social Media Escalations team. We regret to hear that you have encountered poor customer service; we understand how troubling this can be, especially when looking for assistance. We would like to contact you and further discuss your experience. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your range purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name “jim” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
June 5, 2012 at 12:54 am |
There has to be a way that we the consumers can band together and get qualified repair personnel to fix the appliances and send the bill to Sears. I have had the home appliance maintenance contracts for 15 years with 4 orders in that time. Service is very iffy. They refused to service my glass top stove, I had to pay them $200+ to fix it, on top of the yearly contract fee. I realize I am wasting several thousand dollars each year and will probably terminate all contracts with Sears soon.
June 11, 2012 at 10:03 pm |
Dear Tom Hess,
We are very sorry to hear that the repair technician was unable to assist with your glass top stove, depending on what part of your glass top stove required repair the service contract you have may not have covered it due to it not being a functional part or due to it being a cosmetic issue. We do appreciate your continued patronage and would like to speak with you further. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your stove 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 “ Tom Hess ” you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
September 28, 2012 at 3:02 pm |
Hey Stephanie,
Why do you even bother? Sears treated me horribly and when I contacted someone in your position, their service was JUST AS BAD! I wanted to escalate it beyond your level and was told it wasn’t possible. Sears sucks so hard it’s amazing, yet you keep saying it’s not normal. When will you admit Sears has incredibly horrible service and ACTUALLY FIX IT?
June 9, 2012 at 6:21 am |
I think Sears sucks too. Here’s a good example: http://www.theautochannel.com/news/2002/06/20/142372.html
I have more reasons besides that one. To the lady in the first reply who had a problem with the refrigerator. I’ve learrned over the years (my refrigerator too) that when something like that is bad, immediately load it up and return to the store for a refund. Then just buy another new one. In other words, just skip the effort trying to get it repaired. It’s a waste of time and you may never get it repaired. Just return it and buy another one. You will be a lot happier. That’s what I did and I recommend that to everyone.
June 22, 2012 at 8:45 pm |
I purchased a central air conditioning unit from sears 4 years ago. I paid $15,000.00 for the unit installed.
My problems started 2 weeks after the unit was installed.
During the cooling season, the unit would shut down every 2 to 3 days (approximately). When I would go into the attic to look at the evaporation unit, I would see that the overflow pan under the unit was full of water. The high water level was causing the float switch in the pan to shut the unit off. I contacted sears repair to look at the unit because we had a master service agreement on the unit. At that time, we were informed that we lived in an area that was not serviced by sears, but was serviced by “authorized” technicians. The tech that came to our house looked at the unit and told me that there was a plug missing from the unit. He said I had to go to Home Depot and buy a plug to put in the unit and this would solve the problem. My initial question was why should I have to do anything if the unit was under warranty. This was clearly an install issue. However, I wanted the unit to work. I went to Home Depot, got the plug and put it in. This did nothing to solve the problem. The problem persisted. When I called sears, they told me to put vinegar in the drain line to clear it. This also never worked.
Year Two
After I opened the system for the year, I found the same symptoms. Every two to three days the unit would shut off and the pan was full of water. If I manually drained the pan, the unit would run for another two or three days. I called Sears, and they sent out a technician. The tech says that I should run the unit less and the drain line issue would resolve itself. This was a different technician than the first time out. He also said the problem was happening because I was using an electronic filter system, and that often caused this type of issue. If that’s the case, why did sears sell me an electronic filter system.
Year Three
I opened the system two weeks ago. When I say open, I mean I cleaned all of the filters and turned the system on for the first time. Within 12 hours the unit shut down. This was faster than ever before. Clearly the unit is degraded because of Sears’ mishandling of the situation. I am doing a major renovation of my basement at the moment, and had an HVAC tech in to price out 2 new ductless units to install in my basement. While he was here, I asked him to take a look at my sears problem. He told me that the drain line was back-pitched to the unit instead of running downhill out of the drain, it was installed tilting back to the unit. I called sears to get a technician to fix the issue. The technician came to my house today. They agreed with the other tech that the unit (drainline) was installed incorrectly. The solution was to remove the drain line and reinstall it correctly.
The technician called sears to get an authorization to repair the line. Sears told the technician that they would not pay for it because it was not a repair issue, it was an install issue. I have been on the phone for the past 5 hours being transferred from one person to another all telling me that they are not the responsible group to fix the issue.
Who should I be speaking to?
I can be reached at the numbers below.
Michael Rodriques
Open Technologies Unlimited, Inc.
914-481-6128
914-481-6133 (f)
miker@otunet.com
http://www.otunet.com
July 6, 2012 at 4:35 pm |
Dear Michael,
My name is Susan with Sears Social Media Support Escalations team. Please accept my apologies for the length of time it has taken us to reply to your comment. We would also like to apologize for the problems you have encountered with your air conditioning unit over the past three years. This has obviously been very frustrating and troubling for you and your family. This is not the type of service that you deserve or the type of service that Sears has long been known for. We would like to look into this issue further and offer our assistance to help resolve this situation. We want to make sure that everything that can be done to help you is being done. We value your business very much.
Because you have already provided your contact information, I will forward your information over to the Sears Cares team and a case manager will contact you as soon as possible. Again, please accept our apology for the length of time it has taken to repair your air conditioner. I know this has caused you much distress since it is the middle of the summer and very hot and you have been attempting to resolve this issue for many years..
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
September 28, 2012 at 3:01 pm |
Hey Susan,
Why do you even bother? Sears treated me horribly and when I contacted someone in your position, their service was JUST AS BAD! I wanted to escalate it beyond your level and was told it wasn’t possible. Sears sucks so hard it’s amazing, yet you keep saying it’s not normal. When will you admit Sears has incredibly horrible service and ACTUALLY FIX IT?
June 26, 2012 at 11:03 pm |
I used to work at Sears. Miserable store. I pray they go out of existence. Good riddence Sears.
June 26, 2012 at 11:06 pm |
Their customer service is lousy. The prices for their electronics and appliances are outrageous. They charge way too much for their miserable protection agreements (PA’s). I suggest a nationwide boycott of Sears Holdings. I repeat boycott Sears. Do not buy from them. Tell others not to go there. Spread the word.
July 17, 2012 at 6:44 pm |
Syed, we are truly sorry to hear about the level of customer service that you received on your recent store visit. We can certainly understand your disappointment in this type of service and I’d like to assure you that this is not our standard.
With that in mind, we would appreciate the opportunity to speak with you further about this experience so that we can make the necessary improvements.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Syed Saboor) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Tony T.
July 5, 2012 at 9:20 pm |
I purchased a refrigerator from SEARS. Worst experience ever. We waited 10 years to buy an new refrigerator so I went online to pick one out, put it in my cart, and then we drove to sears to look at the actual model. Came back home and bought the color and model I wanted. I always print out all the specifics for my records.
We stayed home to receive it and the delivery truck parked out on the street. I felt that there must be something sneaky going on so I went out to the street where they were tearing off the cardboard, plastic wrap, and foam packaging. Well I could see immediately it was not the color I specified, they brought the wrong color refrigerator. I showed the driver my print out of the color choice and refused deliver. He then put me in touch with some supervisor in delivery where I was assured that they would send the correct color one on Saturday. The delivery folks left in a pissed off huff and a wake of debris from the box. Well since then I have had 11 calls and 4 emails notifying me that they are cancelling my order and that it will be 7-8 days before my $1,800.00 is credited back. I called customer service several times to get this resolved but they are located in another remote part of the earth and cannot read or comprehend simple requests. They could care less if they sell anything.
Sears Holdings Corporation could care less if you are a satisfied customer. The customer service is non existent or sloppy. Buying a major appliance is very expensive especially in these times. Buying should be an easy, fun and pleasant experience not a twisted freak show. Go to Hell I will never buy another thing from SEARS or K-Mart.
July 5, 2012 at 9:43 pm |
I worked at the Sears store in Omaha, NE for over four years and was never once given a raise! All I got was harassed by managers for not getting enough credit apps, protection plans, etc. I was never really trained and had to pick up things as I go. There was never enough employees for each area: Hardware, Electronics, Lawn and Garden, and Appliances. I was assigned to Hardware and had to cover these other areas on a regular basis. Very difficult to get assistance from the managers who were usually in the office or outside smoking. Sears is in business to make money for themselves and that is it, they could care less about their employees and it WILL come back to haunt them!! You cannot treat people the way they do and run a business in such a half assed way and expect to be successful!
July 9, 2012 at 5:26 am |
I bought a Sharp TV from them a year ago. They sold me an extended warrenty the sales rep said it coverd the little “oops” moments from the kids. Convinced me that they would fix or replace for free. Last week the kids cracked the screen, a 3 inch black bar went all the way up. Called, and sure enough they said it wouldn’t be covered, and kept trying to get a tech to come out. They said it would be 100 dollars for a visit from the tech, just to tell me that they wouldn’t cover it. I went in to see the manager and the snake that sold me the tv plan was still there! I confronted him on it, and his name had “dropped out” of the system. The manager did not belive me, and he is still there boxing crap and calling it rainbows. So for the low low low price of an extra 250 bucks, you get the opportunity for someone to say, “F*** YOU SUCKER”
July 17, 2012 at 7:01 pm |
Jesse, please accept our sincerest apologies for the information that was provided to you when purchasing the warranty on your television. I am a father myself and my son too has moments where the television screen gets hit with something. I can understand your frustration with being told that the service would not be covered, especially given that the reason that the warranty was purchased was the same reason that you need repair.
We would appreciate the opportunity to step in and work on your behalf to ensure that we get this matter resolved to your satisfaction and in a timely manner.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Jesse) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Tony T.
September 28, 2012 at 3:00 pm |
Hey Tony,
Why do you even bother? Sears treated me horribly and when I contacted someone in your position, their service was JUST AS BAD! I wanted to escalate it beyond your level and was told it wasn’t possible. Sears sucks so hard it’s amazing, yet you keep saying it’s not normal. When will you admit Sears has incredibly horrible service and ACTUALLY FIX IT?
July 12, 2012 at 6:37 pm |
I repeat boycott all Sears stores. Make them go out of business. They treated me like a dog. There managers are lousy crooks, reflective of the demeanor of the store. Don’t let the Sears people intimidate you, they have enough complaints for everybody, employees and customers, to level class action lawsuits against them for their miserable service and unethical behavior.
July 12, 2012 at 6:46 pm |
All the while I worked at Sears, I never bought any electronics from the fools. Fools, because they thought I would be the fool to buy from them. Their employee discounts are ridiculous. They cover only an extra value meal at McDonald’s. So pathetic. They are pathetic. They cannot save face anymore, they will go into bankruptcy soon, and not to mention scores of lawsuits!!!!!!!! So mote it be!!!!!
August 15, 2012 at 8:53 pm |
I have a lot of four letter adjectives for Sears besides it Sucks, We bought a 30inch Kenmore elite dishwasher 3 years ago, we got the first one home, took it out of the crate and yes,it was damaged, being very flimsy built. Couldn’t get our money back. Waited 10 days for the new one to come in went and picked it up, this is a 166 mile round trip. Installed it. Didn’t work right it would quit randomly anywhere in its cycle. And like everyone else this is where the fun began, Sears warrenty is utterly useless. We couldn’t get a repair man to fix it because we live to far away from a major centre. If we could find a repairman, they would pay a set fee, we had to cover the rest. We finally got a repairman to come out, he worked on it, Same problem, Called again, he worked on it, Same problem. Called again never showed up, Called again never showed, ad nuaseum. Now it won’t even turn on. No repairman and now its off warrenty. This hunk of junk has cost us a lot of time and money. I am going to rip it out, haul that piece of shit to Sears and Dump it off along with some free advertising.
August 27, 2012 at 1:06 am |
Sears warranty service is a reason to never buy at Sears
In February 27th of this year we replaced a refrigerator with a new Kenmore refrigerator / Freezer. Today, August 26th everything in the refrigerator side was frozen, and the water dispenser no longer dispensed water.
I called Sears service 800 number, requested a warranty service call, and was told that I would have to wait over 2 weeks until September 10th for a warranty service call. The agent suggested I call customer solutions at another number. I called the customer solutions number, and was again told that I would be waiting until September 10th, but was promised a call back to arrange an earlyer service date. I am still waiting for the call back.
I then called customer solutions again and asked to have the unit replaced, and was told that it could not be replaced with out 4 service calls in one year.
I asked if I could have an non-sears service company fix it, and was told that using an outside service company, I would void the warranty and Sears would not pay for the repairs.
So, they will not fix it in a timely manner, they will not replace it, and the warranty is voided if I use an alternate service company. Kafka could not have written a more convoluted warranty.
This is the last large appliance I will ever buy from Sears.
September 6, 2012 at 6:42 am |
BY BY SEARS HARDWARE IN VERNON,CT.
September 6, 2012 at 8:51 pm |
To: Jim,
We are truly sorry for all the troubles you have been through concerning your refrigerator. We understand your frustration and concern in this situation and would be more than happy to contact you and speak further on what has transpired. My name is Dianne and I am part of the Sears Social Escalation team. My team handles Internet related complaints as well as complaints that come to the executive branch and we will be taking the handling of this issue and go over the options we have to see your issue is resolved and to make sure that everything that can be done is being done on your behalf. At your convenience please contact our office via email at smsupport@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Jim,) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
September 6, 2012 at 9:02 pm |
LOL! The Sears Social Media Esclations team is a joke. They promised to help me also but guaranteed that I’ll never shop with Sears again. When the “manager” “helped” me, she ended up cancelling the shipping of my order but neglected to cancel the bill. After WEEKS, I finally got my refund and only because I kept hounding her. What a joke. Shop anywhere other than Sears.
September 10, 2012 at 3:49 am |
I work at a Sears Parts & Service Center and let me tell you… Sears does suck big time. Their products are complete garbage. I can’t tell you how many times I’ve seen a brand new Kenmore dehumidifier or Craftsman mower come in needing repairs because it was a piece of crap. As an associate, I get a 10% discount on any purchase but I would still never buy a Sears product, and I highly advise that no one else do so either. Because I work for Sears, I will make up a fake name for this site because God forbid I lose my minimum wage paying job.
October 25, 2012 at 11:03 pm |
Trent, since you are anonymous can you help with some very important insider information? Can you email a telephone number for the regional manger of Sears automotive for Oregon? provide advice for some of the harmed consumers on this page?
September 10, 2012 at 4:02 am |
To: Trent
We are truly sorry for all the troubles you have been through concerning your refrigerator. We understand your frustration and concern in this situation and would be more than happy to contact you and speak further on what has transpired. My name is Dianne and I am part of the Sears Social Escalation team. My team handles Internet related complaints as well as complaints that come to the executive branch and we will be taking the handling of this issue and go over the options we have to see your issue is resolved and to make sure that everything that can be done is being done on your behalf. At your convenience please contact our office via email at smsupport@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Jim,) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
September 28, 2012 at 2:59 pm |
Hey Dianne,
Why do you even bother? Sears treated me horribly and when I contacted someone in your position, their service was JUST AS BAD! I wanted to escalate it beyond your level and was told it wasn’t possible. Sears sucks so hard it’s amazing, yet you keep saying it’s not normal. When will you admit Sears has incredibly horrible service and ACTUALLY FIX IT?
September 16, 2012 at 7:52 pm |
Here is my story:
I bought all new kitchen appliances in Feb 0f 2011 and have a year warranty on everything. About 6 months later my dishwasher broke and over the phone I gave them the error code and they knew exactly what to do and had a tech come out a week later. He replaced the part and nothing changed so he put the old part back on and said he had to order another part. When he was here he was on the phone the entire time as he had no clue what he was doing.
So about 2 weeks pass and the new part comes in and the tech comes out and installs it and it still did not work so he says he needs to order another part and goes to order the first part that they tried to replace which I said will not work. They did not have this logged into the notes but took my word for it and said he has no clue. I then called the next day and they said the dishwasher was so new that the error code I got they did not know what was wrong so I got a full credit applied to a new dishwasher which I then paid $100 more and had this set for deliver on a Sat. So on a Tuesday night I get a voice mail message saying they had it in and would be our the next day between 12-5 so I took off work and wondered when 5 pm came and no one showed up. I called the number and they acted like no one called even thought I replayed the message over the phone? I was pissed to say the least so I get a call the following Fri that they would be out on Sat and once again they no showed and upon calling they said due to an open repair on my old dishwasher they cancelled the delivery of the new one even though the installers called and said they would be out the next day.
I now have the new dishwasher here and it works but I have missed a few day of work and ruined a two Saturdays.
I will never but anything from Sears again for delivery. How do they stay in business with practices like this?
September 27, 2012 at 7:30 pm |
Hello Ray Richards –
We’re truly sorry that you have not received the level of customer service that you deserve with your dishwasher matter. This is definitely not the type of experience our customers should encounter with us. We would like to make sure that you have been helped with your issue and provide the proper feedback to our business partners. If you have not been helped or have been helped but are still having difficulties with your item or warranty we would like to help you. At your convenience, please contact our office via email at SMAdvisor@searshc.com 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 dishwasher 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 (Ray Richards) you used to post on this site, for reference to your issue, and we do look forward to speaking with you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
September 28, 2012 at 2:56 pm |
Hey, Robert,
Why do you even bother? Sears treated me horribly and when I contacted someone in your position, their service was JUST AS BAD! I wanted to escalate it beyond your level and was told it wasn’t possible. Sears sucks so hard it’s amazing, yet you keep saying it’s not normal. When will you admit Sears has incredibly horrible service and ACTUALLY FIX IT?
September 30, 2012 at 1:17 am |
Sears delivery is terrible!
After hours on the phone and after speaking to countless supervisors I just cancelled my order for a dishwasher and I will get it somewhere else. This is ridiculous!!!!
October 1, 2012 at 4:00 pm |
Rick,
My name is Tony and I am with the Sears Social Media Escalations team at the executive office. We would first like to extend our deepest apologies for the delivery troubles that you have experienced with your dishwasher. I can absolutely understand your disappointment and frustration with calling in and not getting the desired assistance for your situation.
As a greatly valued Sears’ customer, we would appreciate the opportunity to speak with you about this matter and work on your behalf to make the necessary improvements and resolve this matter to your complete satisfaction.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Rick) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Tony T.
Social Media Moderator
Sears Social Media Support
October 26, 2012 at 1:30 am |
Really Toni?
Really? REALLY?
I am so tired of you social media drones posting pre-fabbed responses to complaints just so others will read your post and think Sears is sincere!
DONT BELIEVE IT!
When you call the social media moderators, Robert, Dianne, Toni, Angela, and so on…YOU have no authority to resolve anything and simply tell say they are soooo sorry–AND DO NOTHING!
How is that helpful? It only fuels additional frustration and false hope. ABSOLUTELY CORRECT F.T., it is not my grandfathers Sears. It’s a Sears for Muppets!
October 3, 2012 at 6:33 am |
i dont understand why people keep going back there. at some point they should learn its not your grandfathers sears. this company has been declining for years.now that they are circling the drain they want to reach out and do damage control. waste of time.both sears and roebuck should be turning over in their grave at the heaping pile this company has become.
October 4, 2012 at 4:35 pm |
Hello F.T.
We’re very sorry that you have not received the level of customer service that you deserve with any of the Sears location in your area. This is definitely not the type of service our customers need to encounter with our business partners at the store level. Do you have any questions or concerns that needs to be address with Sears? If so, we would like to talk to you about this situation and see what we can do to make it right. We appreciate our customers and we strive to give the best service to our customers. Please email us at SMAdvisor@searshc.com with your contact information and we will contact you directly. Also, in your email, please provide the screen name (F.T.i) you used to post on this site, for reference to your issue, and we do look forward to speaking with you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
October 25, 2012 at 10:52 pm |
I had a transmission flush done on my Mountaineer. They did not fill the fluid to the top and it caused my reverse band to snap requiring a transmission rebuild. The Clackamas Oregon auto center turned the damage over to their insurance company Sedgwick who summarily denied payment. I have had three ASE mechanics look at the vehicle as well as a transmission specialist who have confirmed in writing that the fluid was low and the reverse band breakage was due to low fluid in the transmission following a transmission flush at sears.
I have been shuffled between the Sears customer cares office (Oxymoron), Geoffry Moore and Ron Mitchell, the adjusters for Sedgwick, and the store manger Mike Mathews. Each one of these players tells me to call the other for relief because none of them have any authority to pay for my damages. I have called numerous Sears employees and simple get canned answers and re-directed to the store manager. The Store Manager tells me to call Sedgwick who in turn tells me to call the corporate office. Sedgewick claims they are merely a “third party administrator” and Sears has the authority to tell Sedgwick to pay the claim. Sears corporate says they have no authority to pay the claim only the Store Manager has that authority. Store Manager and District Manager, Gary Bentindorf say they have no authority to pay the claim that is why they have Sedgewick and that Corporate has directed them not to speak to me anymore. I think it is a circular game they play to frustrate the customer in hopes the customer will simply give-up.
As a loyal Sears customer, I could not believe this was happening to me so I consulted the internet to find if I was alone or if anyone else had experienced the same or similar circumstance. It was overwhelming! Similar circumstances have occurred all over the country in much the same fashion. I believe that Sears uses Sedgwick to be their front man to manage/deny any liability for damages perpetrated by their unskilled auto techs.
I have amassed a group of angry and frustrated consumers all over the country who have been significantly harmed by Sears automotive centers and turned over to this insurance agency which resulted in a quick denial of liability. They are all interested in enjoining or filing a class action suit against Sears Auto Centers. I have also received a plethora of contacts from Sears consumers alleging high dollar complaints spanning other Sears departments, and repairs services.
Any suggestions?
May 8, 2013 at 10:57 pm |
YES! Sears Auto in West Covina is currently running me in EXACT same circles as you, Betty. EXACT. Any update on class action suit?
May 9, 2013 at 10:04 pm |
Dear West Covina
Thank you for your post and I sincerely apologize for the delay in responding to you. I can understand the overwhelming frustration with your recent transmission flush at our auto center and the subsequent trouble you have experienced. We would like to connect you with our case management team to research your auto experience with our business partners and provide options to satisfy you as our customer. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the transmission flush was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (West Covina) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
October 25, 2012 at 10:59 pm |
I am so tired of you social media people posting pre-fabbed responses to complaints just so others will read your post and think Sears is sincere!
DONT BELIEVE IT!
When you call the social media moderators, Toni, Angela, and so on…they have no authority and simply tell you they are sorry–AND DO NOTHING!
How is that helpful? It only fuels additional frustration and false hope. ABSOLUTELY CORRECT F.T., it is not my grandfathers Sears. It’s a Sears for Muppets!
November 1, 2012 at 2:50 am |
having way to much trouble trying to return thees dang remote controle garage door openers. i went sears.com .and i belived i was buying from sears. turns out i bot from a 3d party vender.and i cant return them at the store.i will never buy from sears.com again ..and after reading some of thees other comments i may never buy from sears. again. if i cant return them il be out more than 100 bucks..w.t.f sear..
November 27, 2012 at 5:44 pm |
We bought a new lawn tractor from Sears in June.
As we were winterizing it we noticed a spring that was dangling under the mower as well as a front tire that has gone flat since it was delivered. It was well under warrantee so we called and set up an appointment.
That day arrived and I stepped outdoors with my dog and they called to say the repairman was on his way.( They never mentioned they would call first) When I came back inside the phone rang again and it was customer service saying sorry they missed me please call back and make another appointment.
I was steaming …
I called them back and as I was trying to understand the foreigners on the other end of the line … dingdong .. the repairman was at the door. I hung up on “bob” and the repairman fixed the tire with some sealant but needed to order a new spring.
He gave me a receipt of sorts stating he would return one week from the date he was there.
The next day the damn calls started .. please call us back to re schedule your service appointment.
I called and spoke with the rudest female on the face of the earth.
I explained the situation that happened and asked her to please stop calling as I already have an appointment.
She argued and argued that my appointment was candled because I did not answer the phone and no repairman had been here. *face palm*
The calls continued on and on ..up to 6 or 7 a day!!!
THEY EVEN HAD THE NERVE TO CALL DURING THANKSGIVING DINNER!!
The day the repair man was slated to come came and went and he never showed.
I refuse to call them back and make another appointment .. I called and said never … ever will I purchase another item from Sears that could result in me using their horrid customer service.
This is no way to treat your customers, you should be embarrassed!!!
December 12, 2012 at 5:09 am |
I have bought Sears tools and other things from Sears for 3 decades. EVERY power tool I bought from Sears used on the job died on the job (seldom used home/shop tool lasted but are sloppy-toleranced and not destined for high hours of use) My Sears compressor snapped the crankshaft and was too tight spacingwise to be welded. Their saving grace was decently priced useable hand tools but now Sears hand tools are of lesser quality and MUCH higher price, I no longer buy them from Sears when I need to expand operations. I discovered repeatedly that Sears ratchets can break, really, are you kidding me? Then Sears expanded and I got older and needed glasses and wow, I am just stunned at how cheap and inacurate and flimsy these things were. I paid over 500 for 3 pairs and I am annoyed every time I try to use the things for close up work. Now I am getting older and I will no longer step foot in a Sears store. I used to tell the young guys Sears was ok for hand tools. And, do you know anyone with a Sears appliance? Those are junk. When I loan Sears tools out, I don’t care if they get returned. I was a Sears customer since the 1970’s, now every thing I have with the name Sears on it is junk I haven’t got rid of yet. I am glad when the Sears junk breaks, I can go replace it with something enormously better and I am always happy when that happens, there are some really nice tools out there. Nothing is worse to a working man than cheap junk tools. Sears has become bottom tier. When I was a kid learning to wrench, Sears was a working man’s paradise. How they have fallen…My advice: don’t enter a Sears, use the internet. Don’t buy junk tools, you’ll hate them in due time and later in life you’ll write a post like this.
December 12, 2012 at 3:08 pm |
Ok, here is the bottom line truth about Sears from a former Sears store manager; Sears “social media support team” is actually subcontracted to a firm in India, as well as their corporate IT “help desk”, and HR services. Yes, yo do get “canned” responses, and of course they don’t have the authority to make decisions. it’s all part of the Sears bulls**t media circus.
Yes, Sears is still closing stores nationwide, although they no longer make press releases about it. Sears tools are all now made by 3rd party in China. Ratchets are “rebuilt” in the stores by the cashiers on their quiet times between customers. True, the rebuilds are worse.
Sears has closed numerous stores in NY (Long Island), and continues to do so. The Patchouge NY store is slated to close in January 2013. Property owner has already posted a sign at the center entrance advertising the space is for rent. Ask the store manager about it? He has is head buried up his **ss so deep in denial. Try speaking with him about a product return? Well lets just say you can get 5 different answers depending upon what day he is approached.
Want excellent customer service? Products that are built to true standards? Honest answers to legitimate questions? Well try the monkey exhibit at the Bronx, NY zoo. Yes, the zoo!!! Sure better then what you experience at Sears!
December 14, 2012 at 12:26 am |
r jessen
I came across your post today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support Team. I am very sorry to hear that we have let you down with the quality of our products. I would like to have one of our dedicated case managers speak with you to further discuss your recent experience. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (r jessen) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R
Social Media Moderator
Social Media Support
December 14, 2012 at 2:37 pm |
Seriously? These people that respond claiming to want to help really don’t do a thing. They just post so people reading believe your problem has been solved. You’ll notice that none of them ever reply to anyone saying they had a problem with their “Social Media Support”. It’s because they don’t care and really don’t help. If they did, they would rebut my argument against them.
December 15, 2012 at 4:37 pm |
thats for sure. never got my problem resolved .sears sucks . and thay lost my busines for good.
January 3, 2013 at 5:31 am |
There is a site that shows sears sent the same letter out 4725 times from Liz only item changed in letter item you bought.. They are Chinese owned and paid over 9 million dollars to lobbyist to pass a new way to do business deny deny and then hang up the phone…
January 3, 2013 at 6:07 pm |
Sears on line is not a service I will use at any point, This was my experience: I placed an order 12/3/12 told it would arrive by 12/14, SOME arrived and I called to report I did not recieve only one pillow when two were ordered, I also had to call on Dec 24th to see where the pillow and computer were at. Both to be delivered by Dec 14.
On both occassions I was told I ordered and was charged BY SEARS but now it is no longer their problem it was a THIRD party VENDOR so you need to call them. Long story short this is still going on, I have none of items but yet charged & daily getting charged interest?? WTF??? I did not order from the vendor SEARS did it is up to them to get the order to me. ALSO I told to cancel since hasn’t even been sent but guess what? I was told no we ordered and charged that is what we do, and no we do not give out cooperate phone number. I am now turning to a lawyer to see if I can get assistance.
Done with SEARS!!
Monica H
January 3, 2013 at 10:24 pm |
ye. i had an experiance not unlike yours . turns out i too bought from a third party vander . and it cost me 100 bucks. never got my money back .wtf sears is what i said. thay suck and thats a fact.sears deserves to go out of buisness.and the sooner the better.
January 10, 2013 at 12:21 am |
Monica,
I’m sorry for any inconvenience and frustration you’ve encountered with your online purchase. My name is Brian H. and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience please contact our office via email at SMAdvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Monica) in the email so we can reference your post. Again, we’re sorry for any trouble we have caused and we hope to speak with you soon.
Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
March 9, 2013 at 11:15 pm |
Hey Robert B.
I bought a Sears Kenmore dishwasher in Jan of 2012. It’s now March 9th and the Kenmore repair guy came out to tell me I need a new motor and control board. $560 to repair it. One year and two months old Sears mid priced dishwasher. TOTALED. I’m upset to say the lease. I have 4 rental properties. This is the third major Kenmore appliance purchased from Sears that has died prematurely on me.
AND YOU HAVE THE ODACITY TO ASK US “what’s caused you to feel this way” WAKE UP ROBERT!!! Your products are failing way before the built in obsolesces dates.
March 19, 2013 at 5:51 pm |
Mike Peters,
My name is Liz and I am a member of the Sears Social Media Support team. Please accept our apologies for the troubles you have encountered with your dishwasher. I can truly see how frustrating it can be to have your dishwasher to stop working properly and the added cost for repairs. We would like to contact you and further discuss your recent experience and see if there is anything we can do to make this right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Mike Peters) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
March 29, 2013 at 5:37 am |
Whatever you do, do not get a Sears credit card. Interest too high, and they love to charge a late fee even if you are nowhere near 30 days past due.
You will pay forever when you charge their shit on their shitty super high interest rate credit card.
April 22, 2013 at 1:23 pm |
As I sit here, I am watching the sears repair guy trying to fix my range hood. This is the second guy in two weeks and this guy is supposed to be the specialist. Just heard him say that this is the first time he ever worked on this but he is sure he will figure it out. Oh and they said the problem I have was because of bad installation, so do I have to pay? YES because it is out of warranty by 2 months. So three weeks and 300 dollars later ( almost the cost of the unit new) I am watching this guy trying to figure out how to take the hood apart. I will never ever buy anything from sears again (not even clothes) because of the pain they have put me through with their repairman ( I have had over 8 sears guys in house in the last year for the appliances I bought 18 months ago)
It’s a wonder they are still in business
April 22, 2013 at 11:43 pm |
Rick h, we apologize for the poor experience with your range hood repair. We understand how discouraging it is to have our technicians fail to meet your expectations. We would like to investigate your experience and assist you in with your concerns and restore your faith in our company. At your convenience please contact our office via email at smadvisor@searshc.com to open the lines of communication with you and discuss your experience. In the email please provide the best contact phone number or the number to which the home services were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Rick h) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we are anxious to hear from you.
Thank you,
Christine R.
Social Media Moderator
Sears Social Media Support
June 24, 2013 at 12:17 am |
I used to think sites like this were crap by people who had one off bad experiences, former employees, and others who like to gripe and complain.
However, after four rather large purchases in just over a year, I can see these sites in a whole new light.
The first of these was about a year ago and started out as expected. Needing a lawn mower and running a little short on cash I decided to check into their financing when I was asked, although I don’t generally finance such things. Anyway, I said yes when asked about applying for Sears/Citi credit on a $1300 mower. To the clerk’s but not my surprise it was approved and I was now the owner of a brand new Craftsman riding mower and $11,700 extra room on the credit extended by Sears and Citi with no interest for a year.
Two months later I had replaced both mandrels on the mower at my own expense, not because I was turned down but me thinking since I had sort of tall grass when i first got the mower, maybe that was the cause of quick trouble to the deck of the mower. About the same time, I was hit for some kind of finance charge that was resolved easily enough and six months or so later, had replaced three more mandrels and paid off the mower. After some discussion between my wife and I, although we knew no mower would be bought by us from Sears, we decided there was no reason to count them off the list when we were looking for a new fridge and mattress/box springs. In the end we ended up buying both plus a dish washer a little over a month ago.
This time though, things were not as smooth from the beginning. There were fliers on every bed touting two free pillows with the purchase of one of the higher end Sealy mattresses similar to this offer: “Receive FREE Double Zone pillows with the purchase of qualifying Sealy mattress sets Sold by Sears Offer ends 06-Jul-2013”, except even though our purchase was in May, we found out later, this offer ended in February!
We then moved on to the Kenmore Elite fridge where we were impressed by the bottom freezer, Kenmore connect self diagnosing, and overall design. My wife by then had spotted a matching dish washer. I was bothered by the 3 month old fliers for the pillows so told the woman there was no way I was buying 4 or 5 thousand dollars worth of product at once without the free pillows. Her “boss” eventually said OK to the pillows but she would have to order them and the mattress set since they didn’t stock king size, so we made the purchase and got an extended warranty on the fridge.
20 – 30 minutes later, after they had to call in someone to help me load the refrigerator and dish washer, came the next bother when I had BUY some string to tie them in the truck.
A week later the tray of the ice-maker had cracked oddly enough and we called and the agent told us it was easy enough to change our self so she was sending the part. It came and after some effort and several tools to remove the old ice-maker, discovered it was the wrong part! The next phone call to Sears support line was not so easy, in that it took no less than six people to try and figure why WE had ordered the wrong part. It was hours later when I got a call back to say that our “case” had been escalated and we would now resolve this issue quickly and our repair would be done by a technician on Wednesday. Thursday i received another call to say our new part should arrive on Friday and a tech could come the following Tuesday or Thursday. Well, better late than never.
In the mean time, about 2 weeks after the purchase, I got a call from the actual store where we bought saying they had only ordered and charged me for one box spring and to their surprise our king size mattress needed two. So $200 and another week later, i should have my new bed delivered for free. So Thursday and Friday pass and no bed. Saturday they say oh no it will be the following Thursday morning, there must have been a misunderstanding. ( At least with all this trouble and my glass half full attitude, we surely were about done). NO!
Next, I get a call saying the delivery would need to be after 5 p.m. since they had another in my area, would that be alright. Yeah, sure, why not, I made arrangements to have someone there and it was delivered with a small twin pack of pillows for our new king size bed.
Friday brought the other ice-maker part which is the same as the first wrong part.
Saturday, now Sunday brings me to looking for a manual for my new refrigerator only to find Sears support site saying perhaps I should search for my model number in the parts search because my multiple searches for model number shows no results. In frustration I open a new tab and Google Searssux.com to find this site and laugh. After at least five more tries to find my manual though, I still had this tab open and type this. So with 4 rather large purchases, I have had at least twice that many problems and half that many are being used.
By the way the year old mower sets in the back yard while we mow with another one bought since then.
We installed the dish washer the same day as we bought it though and (fingers crossed) has worked fine.
I now see these sites in a new light.
June 24, 2013 at 8:58 pm |
S Belew, It is our goal at Sears to provide our customers with the highest quality of products and customer service. I am sorry that we disappointed you. Since apologies don’t resolve your problems, we would like to look into this situation further and offer our assistance to help. Please send the following information – contact #, screen name (S Belew) phone # used at time of purchase to smadvisor@searshc.com.
Thank you,
Dianne D.
Social Media Moderator
Sears Social Media Support
August 9, 2013 at 10:01 pm |
I’ve had two encounters now with how Sears treats their customers who purchase so-called “extended maintenance agreements” for their products. Before I get to the actual repairs, let me point out that their salespeople will say *anything* to sell the warranty. In my case, I was told in no uncertain terms that the service agreement included routine maintenance. During the first service call, I found out that was a lie.
My lawn mower has required repairs twice while under the contract. The first time, I had to wait three weeks for a repairman. When I complained, I was told that they were actively seeking more techs for my area, and that any future problems would be dealt with in a more timely manner. The second time, the earliest available appointment was a full month from my call. I was offered what was essentially a bribe (a $50 Sears gift card for each week I had to wait) to not complain. With an acre and a half of land, $50 per week would barely put a dent in the cost to hire a lawn service. Also, I don’t know a single lawn service that accepts Sears gift cards as payment…
Sears will say anything to sell the contracts, and then ignore and delay service. Never buy from Sears again.
August 21, 2013 at 11:40 pm |
sears is the best i love sears
August 22, 2013 at 8:45 pm |
Stand behind your warranty ….. recently I purchased a router table combo from sears listed has reconditioned(new). called the store before traveling 40 miles to see if product was still available and condition, was informed still available and product was a floor model in box … as said it was new and in box. Purchased item and stared to assumable when I saw the power block was broken. Contacted the store and was told to glue the piece back together or drive back to the store and they will order the part.
Next day went to my local store to pick up a few items and talked to the floor tool rep, who said bring it in and they will see what they can do. When I returned back to the store I also learned that the router has a very bad electrical smell coming from it. We sears rep called the warranty group and after being transferred approx 8 times or more, we were informed that Sears will not meet the 1 year warranty and replace the bad parts because they cost more than I paid for the products.
I understand it is not good business to loose money on item but it is worst to loose a long term customer. I would have not wasted my time or money, going to the store and purchasing the item if it had been properly described. I feel if Sears is going to offer used or floor items it has the obligation to review, accurately describe its condition and clearly note if a warrant issued or not. If the item is not described properly, than stand up and do the right things to resolve the error not hide behind a comment of “we will just give you your money back” and disregard the efforts and expenses it cost your customers. Stand up and say “with this low price, their is no warranty only ability to return the item. These actions allow he to decide if I will take the risk for the reward.
It appears Sears will only look cares about the bottom line and not the customer’s that once help them become the best known retailer
October 20, 2013 at 3:20 am |
As a Sears employee on the technical side, I can assure you that this company is neither worth driving by nor shopping at. Eddie’s plan to form a shell corp so he can sell off what is left of value is being perfectly executed. On the local scene, the managers, are instructed to write fraudulent reviews and write-ups to justify closings, terminations and budget allocations. Eddie has no intention of lining any one’s pockets but his. He’s a rotten !@#!# and so are his managers. this company isn’t worth defecating on. Any one who works for this company, who still has a shred of decency left needs to stop being a coward and tell Eddie where to stick it. It’s a matter of time before we are out of job. But we don’t need to surrender our dignity to Eddie the coward!
November 13, 2013 at 4:08 am |
As an employee, I can assure you that Sears has no intention of following any rules. They don’t bother with laws – they invent their own. A perfect and true example, A District Service Manager berated an employee for supposed poor quality work. The employee responded with ” If you can do it better, then get your fat ass in the van and show me how!” The DSM, being the POS he is, changed the subject. This is exactly the kind of leadership this company has. A bunch of fnnng cowards with no backbone. I am that employee, I know for a fact that the management is ABSOLUTELY FNNNNG WORTHLESS. I WOULDN’T PISS ON THIS COMPANY IF IT WERE ON FIRE. I can’t wait for the day I quit!!!!!
December 19, 2013 at 6:57 pm |
I Ordered a part online, paid for expedited shipping, and a week past the delivery date–no part. Called Sears. “Oh, we sent the order to GE for fulfillment, so we have no way to track it.” OKAY, I WANT A REFUND. “We can’t give you a refund. You have to wait until you get your part then request to return it.” SO YOU CAN’T TELL ME WHERE MY PART IS OR WHEN I WILL GET IT, BUT YOU WON’T REFUND ME UNTIL IT EVENTUALLY COMES IN. “Yes sir, that’s about it. Have a happy holiday.”
By that logic, if I never receive the part, Sears will never refund me. Wonderful customer service.
Sears can’t go out of business fast enough for me.
December 20, 2013 at 1:03 am |
You can buy appliance parts from the largest supplier in the world – Marcone – just google them. They are the supplier for all manufacturers in the appliance repair industry…we get our parts usually the next day by ups from them. And about 30% less then what sears charges!
YES ME TOO….HOPE SEARS GOES OUT OF BUSINESS SOON!!
December 31, 2013 at 4:29 pm |
I have worked for Sears for over nine years the company sucks, They hire immigrants because they will work for the shitty wages they pay.Then they will work them to death and when the come due for a increase in pay fire them. What need to happen to balance the playing field is a union like the Teamsters.
February 1, 2014 at 10:03 am |
THIS COMPANY MUST BE A FRONT FOR SOMETHING- CUSTOMER SATISFACTION IS NOT A PRIORITY-JUST CALL IT QUITS
February 3, 2017 at 11:51 am |
THEY SHOULD JUST PUT IT OUT OF MISERY!! ITS PATHETIC.
February 6, 2014 at 12:45 am |
I have had an account with sears since it was called simpson sears 60 years ago and I can truthfully say I have bought a lot of items I liked but they are getting very sloppy we bought a snow blower in September of 2013 and have had the repair man here to change the belt twice so far and it is gone again but since the warranty is only for 90 days we have to fix that ourselves which they did not have one so we have to order it and we are elderly 76 and 79 we must look for someone to do this for us sears is not doing very well now and I don’t doubt they will eventually go under because of its poor service because I will not be buying anything from them ever again and I am sure I am not the only one
March 14, 2014 at 5:27 am |
Just make sure it is a trusted site before you go on and give them
your credit card information. Larger the area bigger is the mower you
may want to purchase. This item, even so, can
be a bit far more costly than other comparable snowblowers, but the value of a
Toro is certainly unquestionable.
April 14, 2014 at 8:32 pm |
Saturday I took my sons car. (granted it’s a college beater) to have it “inspected” (I know my mistake) They said it needed rear brakes and they would replace them at the discount price of $325……I told them to fail it and I would pick it up. On the way home I bought the pads at Advanced Auto for $20 and replaced them in an hour. What they didn’t tell me at Sears was that they had broken the right front fog lamp off and shoved it under the passenger seat. My son found it and was more than a little pissed as well as me. I and he don’t really have time to go back (the store is an hour away) and he is still in college so I told him I would fix it and get it inspected. What I should do is call the better business bureau and complain as well as. I am hoping that with poor the integrity, and business practices Sears can go out of business and we can lease those buildings to someone who would treat the consumer fairly……..
May 8, 2014 at 1:43 pm |
When my wife died, we had accumulated $250 in reward points. Since she was the primary card holder, their store policy is you have to forfeit the rewards points and the estate of the deceased does not get it. To me, that is theft, and I will never ever shop at Sears again. She was a cardholder since 1972, 40 yrs!, and these cheap bastards stole that money from her.
Cut up any Sears cards you have and never enter another Sears in your life. It is run by a bunch of cheap-ass K-Mart execs and their merchandise reflects it. They sell “dollar store” crap at a much higher price.
August 13, 2014 at 11:57 pm |
Ive worked for this company a total of 5 years now. After my first manager got fired for stealing $30k from the company us employees try to watch and make sure our store isnt being dragged down the toilet. I decided to report our current manager (theft, lieing, bailing out of work for more than 32 days since the beginning of the year and showing up to work drunk numerous times) and now I have a report against me (manager retaliating against me) for bogus complaints. I will soon be getting fired for it. The company complains there losing money but dont wanna fire the real thieves. I guess us hard working people get stiffed when doing the right thing.
September 23, 2014 at 5:23 am |
Got burnt by not one by two sellers on Amazon.com. Purchased items from these two and soon found out after the products were delivered to me, they dropped shipped them from Sears.com at a 40% increase on the two purchases (average). The way the two sellers (PARTS AMERICA and bookboy 33) work it appears they are the same person(s) as well to boot.
I informed Sears of this shrewd behavior, but wasn’t helped further. What a racket this whole thing is. It makes you think if the sellers work for Sears to get the inside scoop?
October 10, 2014 at 6:32 pm |
Sears really sucks!! I’ve been going through personal issues with my marriage then on top of that I go into work this morning & get told due to sears/Kmart restructuring your now out of a job, for those who work there watch out cuz they r coming for your job. The hell with sears/Kmart I’ll never buy a damn thing from them again!!!!!! 10-10-14
October 18, 2014 at 8:27 am |
IF SEARS REALLY WANTED TO HELP THEY WOULD CLOSE THEIR DOORS AND RE-OPEN AND CALL THEMSELVES WAL-MART BBBOOO-YAH
November 29, 2014 at 3:26 am |
I purchased the Craftsman 3 ton floor jack 15 months ago.Ive used it 3 times since then. Yesterday I jacked up the car and it creeps down in about 10 seconds. I checked the oil level and bled the air with no success.So I payed $90 to jack up my car 3 times.Tried to return it but they said it was past the 1 year warranty.I spend a fair amount of money a year at Sears but not anymore.
December 26, 2014 at 7:04 am |
The ice-maker on my relatively new 3 year-old Sears Kenmore refrig quit. I called them, a Japanese repairman showed up later in the day (not that his nationality matters). End of story? My receipt shows: $379.75. Yeah, for real – I still have it on my kitchen counter. $199 of that was for ‘labor’ – for roughly 4 minutes of work (I was standing next to the guy, I watched). The other $179 was for the cost of the cheap plastic product, probably made in Malaysia for about 20 Ringgits (a Ringgit = .$29 cents US). Sears ‘management’ has no problem with, uhh, any of this. I don’t own a gun, but from former years with my Grandpa, Sidney Hamilton Fadely, in southern Ohio, I know very well how to use one. The Sears Japanese appliance repairman got lucky before he left my townhouse. What else do you need to know about Sears …?
PS/ Oh, I almost forgot: the ‘new’ ice-maker? It hasn’t ejaculated a load in over 38 hours. I’m scratching my head trying to figure out who to call. Certainly not Sears (what the f**k would they know? they haven’t ‘known’ for decades already). Maybe the Tucson Police Department …??? do I need social counseling? or just an ice-maker from someone other than ‘World Class’ Sears? (…hey, my tequila’s getting close to room temperature, people!)…
December 26, 2014 at 7:18 am |
Find a new job, Roberto. Sear’s ‘problems’ are much ‘larger’ than you can understand. Or fix.
February 17, 2015 at 1:17 am |
Sears really is awful. I made the mistake of feeling sorry for them…and probably a bit nostalgic…and recently made the mistake of purchasing some appliances from them. I haven’t even had installation yet….and it’s been a nightmare.
Of course, now I’m reading this… and realizing I should have known better…and that there’s many good reasons they are failing.
Sears, close your eyes and let go….it’s time to die.
April 2, 2015 at 3:29 am |
I’ve worked as a tool associate for sears for 8 years, they recently cut our commission in half without any notice. I’m not getting rich here as it is. I’ve never been late or missed a day of work except for having heart failure and coming back from the dead. My numbers are very good and yet I always get hassled from management to do more. No matter how great my performance is I’m nagged to do better while employees who aren’t doing good seem to slide on everything. If I mention problems with computers or merchandise issues I get the cold shoulder. I’m a very good employee yet I feel as if this company could give a shit less about me. I’m scheduled to run 3 departments by myself and get hell if I can’t hit their expectations. I have serious health issues and I don’t feel I should risk my health and be abused by this companies insane expectations, what can I do?
May 18, 2015 at 2:25 pm |
Sears Sucks! I have all Kenmore appliances in my new home. I have a microwave hood combo that broke after only a year and a half. The warranty is only good for one year. Well guess why that is! You got it! If the warranty is for a year, that’s about all you’re going to get out of it. Sears then tries to sell maintenance and repair programs. What a scam! I won’t shop there, I won’t take my care there anymore, and I sure won’t buy appliances there.
May 18, 2015 at 9:38 pm |
Angela:
My wife and I also have all Kenmore appliances in our townhouse kitchen and laundry room (you used to be able to ‘trust’ Sears). The $5 icemaker stopped working in our refrigerator – it was barely 2 years old (yes, beyond the warranty). To get it replaced, Sears wanted $160 bucks! With no choices, I allowed it (it took the repairman less than 90 seconds) – but called Sears Customer Service and complained vehemently the same day! A nice gal in their service dept in San Diego called me a week later to apologize for the steep pricing and reduced it by $100. Oh sure – that made everything all right.
Sears used to be a great American company – but then, so did Levis, GM, Thom Mcan shoes and a thousand other American companies employing Americans. Now we have Wally World (and all their lookalikes) importing cheap, less-than-functional products from every nation on the planet outside the USA — and a vast and wasted landfill of unemployed Americans. Quality and Customer Satisfaction is no longer a slogan in American stores – nor in the minds of their greed-mongering executives. This is the new world, like it or not.
~Bob & Sandie Shank, Tucson AZ
July 10, 2015 at 6:57 pm |
We had an estimate done a few weeks ago for a leaky refridgerator, and paid the $89 fee for the repair person to come out. The $250 quote seemed excessive so we tried to find a decent priced refridgerator from Sears, but could not fine one in our budget. I tried several times to call and speak with someone about an appointment but stayed on hold for over 30 minutes each time. I finally made another online appointment and added in the additional comments section that we have paid the diagnostic fee and would like to have the repair done. I received several automated calls reminding me about the appointment but nothing acknowledging my comments.
I received a call at a few minutes before 2 (the appointment was between 10-2) from a Richard, who refused to give me his last name. He asked me if I was aware of the service charge, which he informed me was now $105. I explained to him about my notation and he told me “that’s not how it works. You have to pay again. Why didn’t have the repair done when we were out the first time?” This man was extremely rude and talked to me like I was a 5 year old. I couldn’t believe it. I told him I didn’t want him at my home and that I would call customer service. I called and talked to someone that clearly didn’t have a great grasp on the English language, although she was the least rude of all the Americans from Sears I talked to. She offered us $50 off of the visit. I explained to her, as I had explained to Richard with no last name, that the issue was the same and we had paid a diagnostic fee already, and we would not be using Sears for the repair. I called the Sears Holding customer service number, and the “lady” ( I use that term loosely) I spoke with told me to ask for someone who spoke English and immediately sent me back to the main customer service number while I was still talking! I did some research and called the number for Mr. Lampert’s office. I asked to speak to Mr. Lampert and was asked who I was. When I said a customer who has been dealing with awful customer service, she rudely informed me she had no access to Mr. Lampert’s office. Strange she had to find out who I was before she realized she had no access. When I brought this up, she YELLED at me, said she knew what she was talking about and told me not to call her a liar (which I didn’t)…I was then transferred to a random voicemail.
I am going right on social media and review websites to share my experience, in hopes that Sears will take notice, perhaps by a drop in business, and mandate better treatment of their customers.
August 11, 2015 at 6:54 pm |
My father is employed at sears as a technician. He has been for over 40 years. They just cut back his hours from five days a week to four days a week. He has a household of he and my mom, plus me and my niece and nephew. He was cut back on hours not because he doesnt do enough, because I know for a fact he does. His customers love him. He was cut back on hours is because he is older and they are pushing him to retire. They are so horrible and now he isnt making enough to make our house payment. I hate everything about Sears and want to scream at the top of my lungs!! My father doesn’t deserve this. He has worked so hard his entire life to be treated like shit!!!!
August 11, 2015 at 11:24 pm |
Sears isn’t the only ‘false American’ company to do this. It’s happening with other so-called American companies as well. Once the ‘Old Guard’ left the traditional values of ‘America First’, we’ve been sliding down-hill ever since. Younger, more aggressive and more ignorant/less-educated exec’s are ‘assuming’ the Captaincy of US Corporations to the chagrin of this America. They are ruthless, uneducated and full of themselves, have no passion except for money, no diplomacy, and worse, no remorse. Sadly, there’s no turning back. We’re stuck with what we’ve wrought.
September 4, 2015 at 12:17 am |
sears sucks becouse they missdiagnose;wrong parts, 2 to 3 weeks to get the parts.
and theymake you wait hours on the phone then, they hangaup on you,they claim to not have your info.or they transfer you to someone who can, who also cant help.
tells you he or she is whatever nesesery to take care of you.
you will receive an e mail confirmation.
3 week later nothing.
start the prosses again.
it just scks.
they take your money’ and they take their time to refund you when you are due.
sears suck.
wont miss their store or products.
October 8, 2015 at 8:38 pm |
I booked a snow blower service and was given a window of 10 am to 2 pm for the service. I work for myself so the cost of taking a day off work was more than the cost of the service. Nobody turned up and I texted the website to see what had happened. I was told the technician would be there so I carried on waiting. I had no phone calls, a common courtesy, at any stage. At 3.30 I get an email asking me to call Sears because the parts are delayed. What parts?!!! I call and am told the service call has been cancelled and I need to reschedule in a weeks time. I don’t think so. The snow blower still works and, when it goes wrong, it will be cheaper and much less irritating to throw it away and get a new one than to rely on Sears “Service”. Arrogant, ignorant and disorganized. Sears Suck for sure.
October 9, 2015 at 12:45 am |
I agree Sears does suck, but know that it’s not the technicians fault. They can only do what they are told or suffer serious, unfair consequences. The technicians care about the customers. The Sears corporation does not
October 8, 2015 at 10:33 pm |
I have been a kitchen designer for 15 years now and I have never been stone walled by an appliance manufacturer when asking simple dimension questions. As they did not provide a drawing with dimensions for the unit like any other manufacturer would I had questions. All other manufacturers have helped me in some small or large amount but Sears/Kenmore actually actively resists the entire conversation. See the movie “Idiocracy” if you need a better example.
October 28, 2015 at 9:51 pm |
So I’m starting a #SearsSucks campaign! I have been waiting since 8am for a repair guy to show up. Four calls later they have me on hold to talk to a supervisor, who finally picked up to tell me there weren’t enough service men to do repairs! So now I get to wait again tomorrow. WTF!! No apologies! They know they have you by the balls because if you want to use your warranty they talked you into, you have to wait. Their worse then the mob. Where’s the finger emoji when you need it!!!
February 13, 2016 at 5:01 pm |
Bought a snow thrower in 2010 that never worked right. Probably used it all of 10 times (worked poorly), since then–it’s either in the shop or stored for the summer. In for repair in Nov, 5 days before the 5 year PA expired. Got it back 2+ weeks later, still not fixed. Three weeks later, brought it home, didn’t work in the snow, and then they told me it was on my dime if I brought it in for repair again. They’ve spent way more money “fixing” it than it was ever worth. In the end, I found out every time I brought it in, they would see it was the first time in repair…THEY WERE LOOKING AT THE RECORD FOR A SNOW THROWER WE BOUGHT IN 2005! I don’t think that even had a PA! Their PA renewal sales pitch at one point after I told the guy it was always in the shop was this would save me money. Hmmm, how ’bout you fix it right the first time, or replace the lemon you sold me? And they treat their employees horribly. My brother works part time in one of their lawn&garden centers, is their top sales person (PT!), and is constantly harassed about numbers, etc. And Sears cuts their commissions in half over TGiving weekend, reasoning that they’ll come up even with the no. of sales. UNFAIR!!!
March 1, 2016 at 6:34 pm |
Sears has four formats now: 1) Full-line stores are the big ones at the mall that sell the whole range of Sears merchandise. 2) Hometown stores sell home appliances, lawn and garden stuff and Craftsman tools. These stores are often privately owned instead of being directly owned my Sears — this is in most cases a very good thing. 3) Home Appliance Showrooms sell home appliances and mattresses. I’d advise anyone looking to shop at Sears to go to your local Hometown store or Home Appliance Showroom. The full-line stores are too busy for their associates to really spend the time to help you find exactly what fits your needs best; they have to get you out the door with receipt in-hand quickly so they can help the next customer. The associates aren’t bad people (in fact, I’m sure they’re usually wonderful people who are trying their best); it’s just the busy environment they work in that limits what they can do for each customer. Also, when you call the LOCAL number for a full-line store, you get an automated system that transfers you to a national call center unless you select the correct options to talk to someone who actually works at that store.
Call a Sears Hometown store or Home Appliance Showroom, and you’ll get a friendly PERSON (like me) who answers the phone directly.
I am a Sales Lead at a Sears Home Appliance Showroom, and I can tell you that at my store, we do our absolute best to help you find the appliance (or mattress) that best fits your needs, and to handle any problems that might arise with your order. I recently dissuaded a customer from buying a new washing machine from me. She had bought a new high-efficiency top-load LG washer (one of the ones with an impeller at the bottom rather than an agitator spire) about a year ago, and said she was replacing that one because it never got her clothes clean. I thought that was strange, as it should have been a great machine. I asked her a few questions about her experience with it, and found that she had been using those detergent “pods” (which I don’t trust, personally) and loading it improperly. Many people don’t know that with these new washers that don’t have the big agitator going up the middle of the machine, you can’t just toss your clothes in a pile in the machine and expect it to actually clean them; they clean very well (and use less energy and water than older machines) IF you pretend the agitator is still there and load around the edges of the drum, leaving the very center of the machine clear. I explained this to the customer (and apologized for that not being explained to her by whoever sold it to her in the first place), and said to try loading it correctly and to try a different detergent before buying a new machine. “As much as I’d love to sell you a new washer, you probably still have a good machine at home.” Any of my fellow leads or associates would have done the same. None of us are slimy salesmen. We are pushed by management to SELL SELL SELL, but we always try to do our best for the customer.
Sears definitely has some problems; they contract to other companies for delivery and installations, they don’t have enough service techs, they rely too heavily on foreign call centers, commission rates SUCK, and the people at the top are concerned more with the bottom line than the customer. This really makes me sad, since Sears used to be such a great name, but what is even more sad is that I’m pretty sure the above is true for ALL big appliance companies.
The best way to mitigate these problems is to buy from a store that you can call and immediately talk to a person who will do his or her best to solve any problems that might come up. If your delivery truck breaks down, we’ll contact the delivery folks directly and get them back out to you ASAP. If your appliance needs service and the call center tells you a tech won’t be available for two weeks, we’ll send an escalation and get a tech out to you sooner if at all possible. If Big Sears and the manufacturer (Samsung, perhaps) are giving you the run-around as far as who is supposed to service your appliance, we’ll get our district and regional managers involved, and they’ll get in some faces until SOMEONE gets out to service your appliance. In short, call us and we’ll do our best to take care of you.
Also, read the manual for your new appliance so you’re aware of any little nitpicky things you have to do to keep it from breaking down. Some newer appliances are a little prima donna-ish due to fancy new whiz-bang technology.
(TL;DR: If you’re buying from Sears, buy from a Home Appliance Showroom or a Hometown store; You can call one of those and get an ACTUAL PERSON to help you each time. Also, read the manual for your new appliance.)
April 6, 2016 at 3:55 am |
I love sears. It’s a great store. To many cry babie. What wrong you big babie can’t get your way..
April 9, 2016 at 8:24 pm |
Oh dear,
This is my favorite comment of all time. From the spelling to the sentiment. Just perfect. Thanks.
April 22, 2016 at 6:47 am |
how long have you worked for sears lala???your supposed to get what you pay for.
June 21, 2016 at 1:13 am |
I bought all of our appliances through sears for our new house and in less than a year the washer started having problems and our chest freezer stopped working and they wouldn’t cover them under warranty so they talked me into buying their home service plan which I thought was ridiculous I had to buy an extra warranty plan for appliances that were only a couple months old. The earliest they could get someone out to look at the freezer was in 4 days and all of our meat in the freezer would have been bad by then so I said I can’t wait that long and I’ll call someone myself. Then when I asked to get someone out to look at the washer they told me that the warranty wouldn’t cover it since it was a problem before I signed up for the warranty so I told them I wanted to cancel it then. An hour and half later and getting transferred to 4 different people I thought it was cancelled. A couple months later I noticed it was still coming out of my account and I’ve called mutiple times since then to cancel the plan and now it’s been five months now I’ve been paying for it and I keep getting the run around with them on the phone and sent to automated service that won’t connect me with an actual person. I hope this helps anyone else from buying this warranty or buying from Sears. I’m in construction and flip a lot of homes and I’ve always bought from Home Depot in the past and if anything was wrong with an appliance they would do everything they could to fix the problem or replace it with a new one and I could always talk to an actual person instead of getting the run around on the phone. And when I went into the Sears store to get them to cancel the plan or replace my appliances they said I had to go through the home service plan I signed up for and that they couldn’t do anything for me. This was the worst customer service I have ever experienced in my life and I will never step foot into a Sears store again
June 21, 2016 at 7:15 pm |
Hi Jon. I stopped shopping at Sears years ago. Sorry this happened to you. Here is a web site that has the top execs contact info. The CEO, Eddy Lambert, invested tons of his own money into Sears…one lousy investment! Good Luck.
http://elliott.org/company-contacts/sears/
June 22, 2016 at 3:58 am |
Here we go AGAIN. I don’t understand why Sears is so brain dead when it comes to customer service. This past Sunday I ordered a dishwasher from a local Sears – I’m in the NY area and there are 2 within 10 miles in each direction. The reason I ordered from Sears was that they had a competitive price and promised they could have it to me installed by Wednesday. Plus, even though I am perfectly capable of installing it myself, they offered a good deal for $50 more than it would cost me if I bought the installation kit and did it myself. So now a $900 dishwasher is costing me $1300 all in but I’m thinking at least I won’t be paying to fix it for the next 5 years and I won’t have one of the service guys tell me I installed it incorrectly …
I ordered online through an account that I had established several years ago. I had a family member who owed me some $ and happened to be with me- he offered to pay for the machine instead of paying me- so we used his credit card and entered his name and billing address, with my address as the delivery address. Hindsight 20×20 I wish I hadn’t. I got a “thank you for your order” email along with a suggestion for some other appliances that I wasn’t interested in buying.
On Monday afternoon, I get an email that they are reviewing my order and that an associate may be in touch with me to confirm my order details. By Tuesday afternoon I heard nothing so I go and check the online status. Now it says the delivery date is Friday- not acceptable to me so I call their 800 number … Apparently they put a hold on the order for credit verification. 2 more phone calls and 1/2 an hour later that was straightened out – they reset the delivery date to Wednesday and told me it someone would contact me later in the evening to confirm the delivery time. If they can’t handle a different shipping and billing address why the hell do they allow you to enter it?
So now it’s Tuesday night. According to Sears’ policy they will call the evening before the delivery/install to provide a 2 hour window for the next day. 10:30pm and no call so I go back online to check. Still says my machine will be delivered on Wednesday. So I click on “Need more help- get the number” and call 1 (800) 732-7747…. after listening to the BS recording of how they are here to help, some crack head picks up the line and asks me for my phone number- then tells me there’s no order for me – I tell him I’m looking at it on-line where it says “Deliver TO”. I give him the number of my relative (billing number) and they track it down- another FAIL – why would they call the billing number if there’s a different number for the ship to address? Why not just ask for the order number? And I placed the order from my account on sears.com.
Then the asshole tells me I need to call a different number for delivery and install. This is 2016 not 1984. Why would they make me dial another number? And why did he put me through that crap when I told him I was waiting for a confirmation call in the first place?
So, I bite my lounge knowing that it won’t get me anywhere to berate this guy and just dial the second number. Eventually I get a live person and go through the same BS. They say hang on and transfer me to ….. A FUCKING RECORDING- “Sorry We’re closed blah blah blah.”
Now that I made arrangements to be home tomorrow to receive the delivery I still have no confirmation that it’s actually going to show up and I have no idea if it’s going to be 8am or 6pm.
Dear Sears – Get your SHIT TOGETHER – IF you handled these things properly it would cost you less because you wouldn’t need to pay minimum wage flunkies to sit around waiting for pissed off customers to call.
The US Mail sends me email as soon as they accept a package that’s been mailed to me, and they give me updates every time it gets scanned along the way to my door.
Most other online retailers confirm my order, tells me when it’s packed and when it’s picked up, and if there’s something unusual that causes the order to be delayed, they send an email with a number to call… not “we may call you….”…
When I call Amazon, Cablevision or my Bank I make one call and 80% of the time the person that answers the phone can help me; otherwise they transfer me to a live person- they don’t tell me to call a different number or transfer me to a recording – or both!
You save a shitload of $ when I order online. Put some customer support behind it! IT AINT F’in ROCKET SCIENCE.
If I didn’t promise my wife she’d have a new machine before next weekend I would have canceled this order and told you to go stick it where the sun don’t shine.
Thanks for the headache.
Let’s see what tomorrow brings
September 9, 2016 at 6:56 pm |
I stopped shopping at Sears years ago like other did, but for whatever silly reason I decided to give them another change, hoping after 30 years they’ve improved. WRONG……they are even worse. CSR;s have no clue what they are doing, I got 12 different answers from 16 different CSR’s and MANAGERS. No one could give me a straight answer. I bought a riding lawn mower on Aug 3rd, delivery was scheduled for a week later to an address in Louisiana and they delivered to Wisconsin……..hello, no one can read? Their is no similarities in the two states other than they are in the continental United States. Rescheduled delivery after 8 calls and finding 1 person who knew what they were doing, I thought. Mistakes went on for over a month………….rush the end………..Sears sent me an email stating they’d deliver on Aug 31st. Took off work, no show by Sears. After 6 more calls they told me SEARS themselves cancelled my order. OMG. I was irate, and they didn’t give a rats behind. They said I would get my money back, (which they withdrew from my account the very 1st day I placed the order) 5 days after the actual cancellation on the 29th (the same day they sent me a message it would be delivered on the 31st). It is now 11 days later and I talked to 2 more people who said my refund has not even been promised and I will need to wait to hear from a rep within the next 24-48 hours for when they will process my refund. Get this, one rep even told me they could not put my money back in my account until my bank gave them written permission. What kind of boloney is that? I will never recommend, shop or order from Sears or any of it’s affiliates. I hope they go down the tube and shut down every flippin location. Shame on you Sears for how you treat people, just Shame on you.
December 22, 2016 at 11:00 am |
WHY DO PEOPLE STILL SHOP THERE??? JUST WACK IT WITH A FLOOR JACK AND PUT IT OUT OF OUR MISERY!!!!
January 15, 2017 at 2:35 am |
Hope they go out of business,
I bought snowblower which after the first use I figured that it was too small for the job, I tried to return it they said no return ( as per rerun policy on gas power equipments)
In Walmart they tell you before you buy any item if it is returnable or not which give you the the chance to think if you want to buy it or not from that place.
I will just buy from Costco and Walmart
March 9, 2017 at 11:25 am |
they should hold hands with radio shack and jump!!!!!!!!!!!!!
April 9, 2017 at 12:14 pm |
I don’t know what the issue is with Sears. But I’ve had no issues with warranty repairs. I bought a refrigerator, freezer, Washer, Dryer , lawnmower and a weed eater from Sears. I did buy the extended warranty on everything. I’ve had refrigator repaired , my washer had been completely rebuilt twice. NOW I did have these items for over 10 years. Every year I was able to renew my warranties. Average cost was $79 for appliances. I still only own the Freezer . Was time to upgrade everything else. It’s a shame that Sears let itself fall on its sword. Sears will be missed. I also own a abundance of Craftsman tools that I’ve had to replace with no issues. I must be one of the few people that hasn’t had issues with Sears. . I stopped purchasing from Sears after KMART purchased them.
May 21, 2017 at 5:00 am |
by-by sears
August 28, 2017 at 5:19 pm |
Sears does suck but I had not shopped there for a while and did not have any idea how bad. We just ordered a Mattress and Box Springs for my sister-in law in another city. Order placed on a Sunday requested a delivery on Friday which was changed to a Satuday…no big deal 2 hours before it was to arrive they advised they were on there way. 45 minutes out they broke down. This does happen but the expectations were that this delivery still took place that same day……we were then notified that the deliver would not happen until Tuesday.
After many conversations with representatives “off shore” that I could barely understand it became painfully obvious that they could do nothing to correct this unacceptable time table. My sister in law is very sick and had her mattress and box springs discarded. She is currently sleeping on the floor of her apartment.
Multiple emails have been sent to Sears and not one person has reached out to further make this unacceptable situation more fair.
At this point I think it is fair to say the delivery promised for tomorrow will not take place until much later in the week as it is apparent that their word and or guarantee means nothing.
I welcome Amazon to the market place.
SEARS is DEAD!!!!!
September 10, 2017 at 7:41 am |
i told my father not to even buy a car battery from them. that was the one last they made halfway decent,now even those crap out after a year.
February 20, 2018 at 10:33 am |
it wont be long now, they just broke records for lowest sales.suckjas
October 11, 2018 at 6:50 am |
the good news is they wont suck for much longer.they are getting ready to close All stores……the bad news is……..wait there is no bad newsGOODBYE
December 17, 2018 at 4:16 am |
fast eddie lambert should get a bonus, he accomplished the mission of fattening his pockets and destroying an icon like sears.well done gentleman!!