Sears’s earns a 2.3-star rating from 2955 reviews, showing that the majority of shoppers are somewhat dissatisfied with their purchases.
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extremely firm & uncomfortable mattress
Purchased a Sears Beautyrest "hotel bed" and were told that it was in between firm and plush - paid almost 27500.00 for it on sale - so we expected it to be a great quality bed - when it was delivered the mattress was hard as rock - terrible to sleep on - tossed and turned all night - and had aches and pains the next day! The mattress in the store was not like the one we got delivered to our home - we felt that we were misled and that we wasted our time and money - I have requested a refund - apparently if you pay the pick-up fee of $75.00 within 72 hours of delivery they do a refund...but we shall see how this is handled. We are also stuck with the mattress pad that cost $80.00. Lucky that we decided to keep the old mattress instead of having it taken away at the time of delivery. The delivery guys did not even set up the new mattress they just dumped it in our bedroom and left - worst delivery service we have experienced. The sales person at the store was very nice - but our comfort and sleep is much more important - we would rather spend our money at a store that has quality products and delivers what customers expect.
No, it cost 2, 700.00 with taxes and split box spring, it is a typo. I wrote a letter and had to call 12 times before someone would help me. Finally spoke with a manager who confirmed that there is a return policy. They are coming to pick it up this week.
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
dehumidifier recall
I just got the post card in the mail today 11/23/12 about the dehumidifier recall. I have two of them that are recalled. After searching here on the Internet I found the details of the recall. It looks like I should get $100 plus a $25 gift card for each one. Then I went to Sears web site to see a similar model that sells for $260.
So the recall says to immediately stop using the affected units. Now to get a replacement I have to spend $135 out of my pocket for each to replace them. Also to get rid of the old one it will have to have the refrigerant removed which cost money.
I don't understand how Sears thinks this is acceptable. I paid over $200 each when I bought them new and now they do a recall cause they are known to cause fires and they don't do a direct replacement? This is totally unacceptable!
Well Liz R where are you now? No help or contact from Sears at all. Imagine that!
To Liz R.,
I followed your directions and still have yet to hear from someone at Sears Cares. I was told a case manager would contact me when available. Maybe I expect to much when it comes to customer service. Three business days have passed and nothing. This says that Sears does NOT care to me!
Thanks for nothing so far.
Tim
I didn't ask for a "better and newer" model. Sears is recalling them. They should either fix or replace. Why should I have to spend more money to have the same working item? So what if it is new. I didn't ask for an upgrade! Learn to read!
Bottom line is that if your going to recall a faulty item then you either fix or replace it.
The complaint has been investigated and resolved to the customer's satisfaction.
My name is Liz and I am with the Sears Cares Team. We are so sorry to hear of the frustrations you have encountered with your dehumidifier. We would appreciate the opportunity to discuss your experience and help any way we can to address any concerns you may have. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that I have assigned to reference your post (Phil Neal), to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
My name is Liz and I am with the Sears Cares escalations team. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have failed met that goal. We are terribly sorry for the mishaps you have been experienced with your dehumidifier. From your post we can see that we certainly have let you down and would like to offer some assistance. We would like the opportunity to speak with you to address your concerns and restore your faith in Sears. At your earliest convenience please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name that you have been assigned to reference your post (prettyflowers), to smadvisor@searshc.com. We look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
My name is Dee M. with Sears Cares and we are here to assist you to address your questions or concerns about your defective dehumidifier you spoke about. We apologize for any trouble you are currently experiencing and we are here to help. Please send the following information – contact #, screen name (notsears), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking to you soon, we appreciate your business and thank you for choosing Sears.
Thank you,
Dee M
Social Media Moderator
Sears Social Media Support
I am Liz and I am a member of the Sears Social Media Support Team. I saw your post today and wanted to reach out to you to offer our assistance. I understand it can be to receive a post card regarding a recall for your dehumidifiers. In addition, I can see how irritating it can be to spend additional money to have them replaced. We would like to have one of our dedicated case managers speak with you on this issue. 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 dehumidifier was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Timinct) 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 Media Support
Dear Sears Cares...still waiting to hear from someone and as of today, still nothing...Good luck to the rest of you trying to get enough money for a replacement!
Aside from the unfairness of how Sears decided to handle the recall I have another twist to add.
I followed their directions and mailed back requested material on 7/8/2013. My tracking # indicated it was received in Huntsville, AL on 7/10/2013. Not having received the promised rebate I called on 8/13/2013 and was told the material had not been received and that my call would be "escalated" and I would receive a call within 2 business days...right. I called back on 8/16/2013 and was told the material had been received but there was an issue with sending out any rebate checks...again with the escalated call promise which. to date. has not been received. I suspect the "call resolution" center, like many others today is not in the US but is the cheapest way Sears can handle their problems.
Needless to say, Sears will no longer get any of my business.
I received a post card, also, and the dehumidifier I have had for a long time is the 70 pint, low temp model, which also is the most expensive model. I, too, looked online and a replacement for the one I have costs A LOT MORE than the $100 plus $25 coupon! $125 won't buy me a replacement either! Not even close! I don't have the money to put out for the difference on a working dehumidifier. It wasn't my recall. It was Sears' recall! I also agree that if THEY are recalling this item and that I am NOT to use it anymore, then it either should be FIXED at THEIR cost and THEIR shipping, or to give me exactly what it would cost to buy a new one! Oh, and while they are saying NOT to use it, my basement will increase its humidity to cause mold and mildew which is why I bought it in the first place 8 years ago! I do NOT feel that what they have offered to me is right! What it looks like to me is a sales gimmick more than a safety concern. After all, why has it taken all these years to get a recall out. What did it take to get a recall in place? I have had mine since 2005. I would have to find my receipt for the exact date, IF I can still find it. Now it is 2013. On the CPSC website, it says that the recall took place effective August 2, 2012. Now it is a year later and I received my postcard last month! Here is the link to the CPSC website for this recall: http://www.cpsc.gov/Recalls/2012/Sears-Recalls-Kenmore-Dehumidifiers-Due-to-Fire-and-Burn-Hazards/
I would like to see Sears and/or LG compensate for what it will cost me to purchase a new one. It is NOT my fault that something that they made has caused the problems. When something is wrong with a car, I have to take it in to the dealer to be replaced or fixed at THEIR cost, not mine! Hopefully Sears and/or LG will see what they need to do.
Mad B.
Everyone should call http://www.cpsc.gov/ I called on 8/8/13, got a return call from LG within 24 hours, now lets see if the check actually gets to me. Of course it is going to take another week for them the mail the check which means I will see it in 2 weeks (if I am lucky) The way they have handled this is disturbing. Dee, I did send an email, still waiting to hear back from you!
Dehumidifier nonsense--Dee, I sent an email last week, with the requesting info, still no response, hoping to hear from someone soon!
What a rip...Sears - Kenmore will give you less than 40% of cost to replace defective unit. Whirlpool also has a recall going on and they are fixing for no cost to consumer. LG and Sears is not standing behind there product and have weighed the cost to fix verse losing customers and they have chose to lose customer base by not standing behind there products. I have one of these units and they are offering a $75 dollars and a $25 coupon for a replacement that cost $229. You probably can find a better deal waiting for a sale so really no compensation at all for a defective unit.
I just received the card in the mail this weekend. I have been using it for 11 months since the recall! Unbelievable if it is truly a danger.
Anyway, now I am faced with the same decision as stated above. I have $100 +$25 to spend to replace a working piece of equipment. ... but a new one of similar size and capacity will cost close to $300. Why can't they properly compensate me? Why can't they fix it like the car manufacturers do. I trusted Sears when I purchased one of their products. ... and now they give me a small amount of money and tell me to come and buy another at their stores? Why? So they can do it again?
I wish I was finding out about this earlier. I would love to get together on some kind of class action suit. Obviously, Sears has probably considered that. After all the lawyer fees, we consumers would probably end up with less than the $100 offered.
Did Anyone ever receive any additional compensation from sears? I see on hear it looks like they basically left it at "too bad".
I also have a dehumidifier which was recalled. I too followed the directions on the recall flyer to get credit towards a new one. Then I thought to myself Why should I have to pay more money to replace a item that has put me and my family in danger for the past 9 years. I called the recall center back and was told they have no power to replace the unit but if you go to your local Sears store they can decide to replace it . So off I went to my local Sears where I have always shopped for any major home products. The associates were not at all helpful and were actually very rude. After becoming totally frustrated from the run around I decided to check online to see if others were feeling the same way. I knew there had to others who also felt this recall is very unfair. I can't even remember all the appliances and products I've purchased from Sears over the years. All I know is I'm closing my account and taking my business elsewhere. I am also planning to return the defected unit back to the store and let them deal with getting rid of it. I also am very concerned about a mold problem developing in my home which I will hold Sears and LG responsible for.
Totally sucks.
black friday ad
I received the Black Friday Ad in the local paper of the small town we live in. I found the ultimate deal, a Toshiba 50" class LED 1080p HDTV for $299.99. The ad specifically said "At least 4 per store". I was FIRST in line anxiously awaiting the 8 pm opening. When the door was opened I was told that the ad did not apply to the store in my town because it is a Appliance and Hardware store. The store in my town does not carry TVs or Electronics, the ad was meant for Full Line Stores only. It did not say anything about that in the ad, even in the fine print. If it had stated that in the ad I would not have wasted my time waiting for the 8 pm opening. Why is it not stated in the ad that it only applies to Full Line Stores? Why was the ad in the local paper if it didn't apply to the store in my town? Why was it not available for for the first 4 people wanting the TV to get it ordered in honoring the ad? I have been shopping at Sears for years and have bought many big ticket items. I will not be shopping at Sears in the future. I am horribly disappointed with the false advertising in the Black Friday Ad for 2012. If lost business is what Sears was looking for they got it here.
Sears made me feel like I was the only one who was unhappy with not getting my Sansung washer and dryer pair. That made it sound like most of the customers were happy with the GE or Frigidare units. I too went to the local Sears store and checked out the other brands. I agree that neither set are the quality and value I was getting with my Samsung purchase. I also called Samsung and found out the Samsung units are still available. I would like to see Sears step up and do the right thing and honor the ad to those who bought them on Black Friday. I am sick about the whole thing. And like other people I could have gone somewhere else on Black Friday and purchased my washer and dryer but I thought Sears was the best value. Maybe I thought wrong. If Sears does not make good on this one I may not go back. I will take my business to a company I can trust.
Another state but... in Pineville, NC, Waited in line only to discover that Sears never shipped diamond earrings in black friday ad to them. While waiting for rain check which we doubt they will honor... the Gastonia, NC store called asking if they had the earrings because they didn't gotten them either!
Oh yeah you're right about that FALSE ADVERTISEMENT . I know it's against Advertising Code. I am from Illinois and I made an online purchase last nov.20, 2012 for a Sony Bravia 46" LED TV for their "Early Birds Shoppers for MEMBERS ONLY" and was told to wait for email confirmation on when to pick- up the item at a store near me Black Friday came no email, Saturday came, I went to the store to know the status of it. They checked on it and told me that it's there and wait, only to be notified after almost an hour that it was a mistake and it's not in the store yet. I went home so mad. The next day Sunday, I received an email that's it ready for pick-up, went back again and was told for the second time "it's not there" and said they will call me, truly enough a supervisor from the store called and said this" the item is no longer available and was discontinued. in return for my inconveniences they are giving me a hundred dollars discount on any tv in the store whether it's on sale or regular price and was so sorry about it " Wow just like that I rejected the offer because I saw the product again on their online CYBER MONDAY DEALS. I wrote the VP of their Customer Services about it, but no response at all. They don't care, I was so stressed out and embarrass going back the store and really disgusted by this experience at the Sears Store. I wasnt able to buy a tv on the black friday sale because of this now they are on regular price. I also had a sad experience online at their Kmart Store but it's another story.
The back page of the flyers lists the locations participating.
once they had my money I never could get in touch with them and more.
Sears siding came to my house and gave me an estimate for my garage that is 25x30 of $13, 000. which I turned down. A week later they called me with a different one of $3, 600. I decided to do this and gave them a down payment of $1, 100. them they called me back and said I needed to pay for the whole thing before they would do any work. They told me that I needed to provide proof of how much I had in my account. So a guy came out and collected a copy of my account totals, which were almost $50, 000, and told me I would receive a call soon. A month later I called to see what was going on and I didn't get a response but instead they sent my check back with no explanation of and kind. So, they wasted two months of my time with no explanation and now its almost winter.
The complaint has been investigated and resolved to the customer’s satisfaction.
Sears used the hook and bait promising me a lifetime of buying merchandise on wholesale prices. I have a log home so very little siding was done at all on the eves and one outside room. The cost almost $12, 000 in 2013. Lowes gave me an estimate on an entire house for $6100 for 2015.
sears club point redeem
My name is Jacquelin Saint-Fort. I leave in Ottawa, Ontario, Canada.
I went to Sears Rideau Centre in Ottawa, Ontario, Canada In September 2012. I redeemed 500 Club Sears points. In the same Sears (the store) redeemed another 30000 points for equivalent $300 from my accounts. For the pass two months I been try get my 30000 points back from. They refuse to do something about it. I had to buy for about $ 15000 to be able collect my club sears points.
Jacquelin Saint-Fort
365 Saddle drive, Ottawa, Ontario, k1w0b2
Tel: [protected]
Email: [protected]@ msn.com
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
damage to property from delivery
I had a washer and dryer delivered to my house. The antique equipment they were using to deliver the washer had one small strap, which was wrapped around the washer. When the belt was slipping from the washer, the delivery men were unable to stop the washer from falling and it left huge and deep scrapes in my oak stairs from the edges of the washing machine. I have called the manager of the Lindsay Sears, who is arrogant and dismissive. He has lied about the circumstances, but then if he actually cared enough to listen to my complaint, he may have actually understood what I was saying. Customer service has been very good at taking the phone calls, but at this point, months later they seem to just be humoring me. No results, Sears simply does not care. I WILL NEVER buy anything else from that organization. Beware, anyone purchasing items from Sears, especially this arrogant, ignorant manager at the Lindsay location. Thank God, for local business! Bought the same appliances for less money and had it delivered without any issues. They cared and had the proper equipment!
The complaint has been investigated and resolved to the customer's satisfaction.
I'm terribly sorry for the trouble your refrigerator delivery rebate has caused you. With a major purchase like this, any savings is of course a good thing and I'm sorry we have let you down. Sears has always prided itself on a reputation of exceptional customer service and I know we have disappointed you. My name is Scott and I'm part of the Sears Social Media Support Team; 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 fridge was purchased under and we will call you at your convenience. In addition, include your screen name (Nancy Heintz) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
Purchased a refrigerator from Sears Great Indoors 8/24/10. Supposed to get $refund of delivery charges by sending in form which had to be sent within 30 days. I mailed the form 8/25/10. Called Sears to see why my rebate had not arrived on 10/18. I was told to re-mail it. Never received a response. Called again in Nov and was told it wasn't received in time and I would not be reimbursed. I completed my state rebate form same day and received it promptly with no problems. Why does Sears not want to do the right thing?
Not first complaint with Sears. Purchased a washer and dryer from them. Dryer broke within first t 30 days. They replaced it after repeated service calls. The washer broke within 6 months. After repeated service calls, they referred me to the manufacturer who was willing to refund the purchase price. That was fine, except, I bought the washer on sale and the price had gone up again. I would also have to pay deliver and installation charges again. After complaining tot he Store Mgr. I finally got a new washer.
I will never buy from them again and will tell everyone I know about my experiences.
Sears gives you a invoice to sign when they delivery an appliance - you sign to confirm the appliance is in fact the one you purchased, and that the delivery team did not damage your property. If you signed that invoice, you are out of luck.
oven element broke into half
my Wife Turn the oven on at 350 in order to cook about 11 min. it caught on fire. when it cooled off after i stopped it i discovered
It was brook half in two.Lucky We were n the kitchen for God know what would have happened.
Product Name: Kenmore Range model#790.9600.9600 Sn:VF84269356
Assembled in Mexico with parts manufactured in Shensai province. What do you expect?
Replied
doesn't honor price match gaurantee
Wouldn't honor their price match gaurantee on a dryer that I bought a week ago, staff was very rude making their little jokes between themselves out of earshot but we know it was about us to make us feel uncomfortable, heck even the manager was unproffesional in that she spoke louldly for us to hear that she wasn't worried about it. I ended up returning it, I've a better deal on the same dryer at Home Depot and Sears has now lost a customer and anyone else I may convince to not shop there anymore
The complaint has been investigated and resolved to the customer's satisfaction.
My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble and inconvenience that you have encountered with your dryer unit and our service. We understand the importance of saving everywhere we can and being charged more for something that recently had a price reduction can definitely be frustrating. We would like to look further into what has happen surrounding this service experience you had and see what can be done to correct any mistakes that may have been made to help minimize your frustrations. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that the dryer unit 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 (Gianni922) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Jay C.
Social Media Moderator
Social Media Support Team.
We need and decided to replace our air conditioning unit... And we would get three quotes Sears rep here this morning to Consult on a new Kenmore unit... He came in at 130% more Then a local small business & The warranty was less then the local small business... When I stated that the warranty was less then and the price was definitely higher From one of the quotes that we had already received He states that sears price matches... So we Start comparing his unit against the other unit And they were comparable He comes back $80 higher than the other unit He states we can have our rewards program points Because of the big dollar difference He must Contact his manager the manager states that we are getting quality & further states that he can't come that low they have overhead to worry And then we are quoted that This is beyond their percentage cut off at almost a 39% decrease from their initial figure... Then the rep left... 2.5 hr consultation appt... We have been Sears card holder members for 18 years we have Kenmore Kitchen appliances we just purchased a Sears patio set 3 wks ago, we had Sears clean our ducts out when we moved into our home three years ago... And he just gets up in leaves... Wow!
Replied
never showed up to work! billing us for cancelling
On 03/12/2012 I signed a contract with Sears for a bathroom remodel and vinyl siding/gutters to begin on 07/18/2012. I was told by the salesman Ryan S. that scheduling a project with a start date so far in the future would not be a problem. I was contacted several days later by a worker wanting to take measurements. We agreed on an appointment time and no one showed up for the appointment, nor was I given a cancellation call. A few days later I received another call from a different person for a measurement appointment, this time I received a cancellation call at the appointment time, and rescheduled for the next day. The worker finally showed up over an hour late, not in a uniform like I was told and certainly not looking professional as promised by salesman. Then I was called by a production manager with a hard press to begin the vinyl siding project earlier than scheduled. I agreed to this and this appointment was cancelled as well on the day of appointment. At that time I stopped making appointments and sent Sears a signed cancellation notice as a courtesy, because I believe Sears was negligent on their part and I believe the contract was already broken by them. I am being charged $3800 for product I did not receive under the premise of a restocking fee. Since Sears broke the contract I do not believe I should have to pay this fee. Meanwhile the creditor Citi Card has been happily billing me every month, which I pay to retain my credit rating. Where are the consumers rights if the business does not honor the contract? I agree with paying a Stupid Tax for hiring/firing a questionable company based on how they are performance but $3800.00 and I received nothing?
The complaint has been investigated and resolved to the customer's satisfaction.
Hello my name is Zenaida and am part of the Sears Social Media escalation team. Please accept our apologies for the chaos that resulted from your home improvement project. I definitely understand your frustration surrounding the missed appointments and no shows on our part. I know everyone has a busy life to lead and no one’s time should be wasted like this. I am very sorry for any inconvenience we have caused you and for the time we caused you to lose. We would like to put you in contact with one of our dedicated case managers to help sort this out and put an end to your frustration.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to continue to be troubled by this. In the email, please provide a contact phone number and the phone number the project was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the customer name (Gourdepr) listed on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Zenaida M.
Social Media Moderator
Sears Social Media Support
I personally know Ryan S. the salesman and yes he is a lier, cheat and a complete sorry excuse of a human being, but the number ! salesman month after month. ! The Pensacola Sears office is nothing but a bunch of ###s posing as professionals !
They have contractors in that office that cannot pass a background check ! If you have had flooring done by this office, guess what, you've had a criminal in your home by the name of Katlin. Make you feel better you let Sears work on your home ?
Do yourself a favour and do not let them do any work, and remember plumbing and electrical work require PERMITS, if none are present DO NOT let any work be done !
Avoid Sears Home improvement products at all costs ! They are the septic tank of all companys out there ! I know, i was a subcontractor with these sorry excuses for human beings for 8 years, in that time i have seen 1000's of people that have been
ripped off
lied to
have paid for items and services never recieved ( Sears does not brack there contracts down, just a final figure at the bottom } well in the sales worksheet is the proof of what your paying for.
Sears will hire anybody to do the work for them, EVEN IF THEY CANNOT PASS A BACKGROUND CHECK !
A word of caution to everybody reading this, DO NOT let these people into your housr ! If you make the mistake of doing so i will be reading your complaints soon.
emails for sears execs!
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’[protected]@searshc.com Ronald D. Boire, Exec VP, [protected]@searshc.com Robert A. Schriesheim, EVO/CFO [protected]@searshc.com Dane A. Drobny, VP/General Counsel...
Read full review of Sears and 5 commentsfree shipping not so free
I ordered a part from Sears Parts Direct (SPD) over the phone. I was shipped the wrong part and it was returned via UPS.
I was told that they would ship the part for free because of the delay. After 2 other shipping attempts via UPS, who returned the part to SPD stating that the address was incomplete, I changed the address to a San Juan address. I eventually received the part a month following my initial order. They charged me shipping on the first order and only reimbursed the incorrect part order. I ended up paying for the part I wanted and for shipping. Bob from SPD (who would not provide a last name) said that I was just trying to use semantics to justify free shipping. In his perspective, I received "free shipping" on the 3 orders that I never received and that I should pay shipping on the part that I received. I was told I would receive free shipping because there was a delay in my order. I did not receive free shipping. I think free shipping is FREE.
The complaint has been investigated and resolved to the customer’s satisfaction.
Trevor Butler is the registered owner of this website and is running a fraud on car parts, by defrauding people of monies and no part arrives and all email address are down and website, although he puts this site back up a couple of months later to scam others out of monies; I have reported this website and person to the fraud squad!
horrible customer service and furnace install
I'm disgusted. We had our furnace and a/c unit installed 3 years ago and have had problems from the very beginning... But today has left me in disbelief that a company such as Sears could be so pathetic. Our 3 year old furnace quit working today, the first day of snow fall (of course) so I immediately got on the phone with the customer service line... After 30 minutes of discussing what was wrong with our furnace and how our a/c unit didn't work properly all summer I was informed that they had no record of our furnace being on our account... My sears representative simply responded with "ma'am that happens sometimes and I don't know why your furnace wasn't on your account but there's no need to be frustrated because I'll put it on your account now." Hmm. I'm fairly certain that professionally run companies do not have massive issues like not having a paper trail of your product you purchased and installed 3 years ago and have had repair men come over numerous times. I then requested to speak to a manager and was then told " that won't make a difference because there is no way we can go back." Interesting... Tell me why exactly you record phone call conversations with your clients? I had given my furnace model and serial number more than once. After trying to understand why Sears failed so many times we set up a service repair order. We were told it will take 2-3 business days to have someone come and fix our problem... thats brutally unacceptable, considering its -10 and our house is frozen! This was the end for me. I'm so irritated to the point that I will be calling another company like Bruins to give my business too. NEVER go through Sears unless you enjoy being disappointed time after time.
The complaint has been investigated and resolved to the customer’s satisfaction.
the majority of Alberta customers are service via independant contracts for most of Sears repairs whether it be furnace, dishwashers etc. Once again, Sears has no real control over the contractors and if the contractor has one of his customer with a issue, and aSears customer with a issues, well whom do you think gets service first. This is of course not what the sales reps tell you when you purchase a appliance in the province of Alberta. Bottom line is contractors take care of thier customers first, then Sears customers!
I thought they outsourced their cards to Citi. Either way, it would be the same issue I suppose.
Keep in mind, and this is not a excuse that Sears outsources thier card to Chase and therefore has no real control over them on how they treat Sears customer...
Interesting question...did you ask to speak to a manager? Sears has got to have the WORST customer service people of any business I have dealt with so far! Any time I have had to call it turns out to be a 15 minute ordeal without getting any help. They spend so much time verifying your name and address. Today I needed to call to question something on my statement. With my initial call I needed to enter my sears card number and then enter my birthdate to verify it was me. After listening to all the options I pushed 0 for customer service. The woman who answered asked my name. I gave her my name. She said no, she wanted to name as it appeared on my card. I gave her my name. She said no, she wanted the name exactly as it appeard on my card. I gave her my name. She asked whose card I had. I told her it was mine. I had already given my name 3 times. I didn't understand what she was accusing me of but I had already entered my card number and birthdate. She told me she didn't appreciate me getting angry but she needed to have the name exactly as it appeared on my card. Hugh! Really! I told her I had already given it to her three times and I didn't understand what she wanted from me. I asked to speak to a supervisor. She responded, "okay but you'll waiting a long time"!. Then put me on hold. I hung up and called again. This time I asked to speak to a supervisor. I was questioned why. When I explained what had happened with the other "helper" I was informed that it was noted on my file that I was giving a different first name then what was shown on my file. WHAT? Again with the name. For some reason she wouldn't transfer me. This has happened before. Are they told to deal with problems themselves and not to bother supervisors? I still haven't resolved my statement problem because this second helper just kept repeating the same questions over and over again, without trying to find the answer to why an item I had cancelled twice appeared on my statement. The first time I cancelled it was a week before delivery. Obviously the person who cancelled did not do so. The second time I cancelled it was when I received a telephone call the night before the scheduled delivery to confirm the time. When I informed her that I had cancelled the item as no one was going to be home to accept, she said she did not have any information of the item being cancelled. She then proceeeded to cancel and "promised" me that this time it was cancelled. Well it wasn't as it appeared on my last month's statement and again on this month's. Now I'm going to have to call again when I can calm down enough. Sears Customer Service is a real test in patience. Just beyone annoying.
did you ask to speak to a manager?
Welcome to the land of dissapointment, unfortunatley, there is no end in sighte
Replied
warranty or refund on item
I purchased a Angel Care AC401 Baby Monitor online at the Sears International Store and was very happy with the price and semi reasonable delivery time to Singapore. When i started using the product it was seemingly working OK and then we noticed a burning smell coming from the device when plugged into charge off the mains. This compromised the product and after doing some investigations with the AngelCare in Singapore, found i would require to contact the point of purchase for warranty/return.
This item was purchased on Sears.com and under their International Customer policy I had 30 days to return the product. I contacted them and was 3 days out of the 30 day warranty. Despite very politely discussing how i can review having this faulty product exchanged or refunded, the team is not being considerate of the situation. For a large percentage of circumstances i understand that a policy of 30 days needs to be adhered to, however i can not see why an exception can not be made when an item which is obviously faulty can not be returned because of I was 3 days out of a contact period.
All this after it toOK 10 days for my initial email to be even responded to, I spent over 20 minutes on two separate occasions speaking with their International Contact Center for no assistance.
The Sears.com website states that baby good (which is where this item is classified on their website) has a warranty in the US for 90 days, yet when it comes to International Customers all warranty or return periods are 30 days. It shows a poor respect for international shoppers who pay a premium on shipping that we are not afforded the same warranty on the same products as those who would be purchasing domestically in the USA. I am not seeking to do anything other than to have a faulty device replaced, or refunded and the consideration by Sears to assist a customer, i believe it would be likely that Sears would be able to return this to the original manufacturer themselves as a faulty item anyways.
This has been a bad experience in dealing with what i believed was a reputed US company and would strongly urge all customers not to shop international with sears.com as you do not have viable warranty or return option.
The complaint has been investigated and resolved to the customer's satisfaction.
My name is Mike and I am a member of the Sears Social Media Support team. I saw you post today and wanted to reach out to you to offer our assistance. I am sorry to see that you are having such a difficult time with your recent purchase. In checking our records, I show that we are currently assisting you with this matter. Should you need to, please feel free to e-mail us directly at SMAdvisor@searshc.com and we will be happy to forward your correspondence to your case manager. Thank you for your time.
Thank you,
Mike D.
Sears Social Media Support
Replied
refridgerator keeps dying
Being a faithful Kenmore product user, we purchased a 3 door Kenmore refridgerator model #596.[protected] in 2005 expecting it would last at least 20 years. Before the warranty expired, we had to call for repairs because it was blowing warm air. The technician replaced a part and told us to make sure the underneath of the fridge was kept clean from dust. We bought an extended warranty and of course the fridge stopped working again after it expired. We emptied the fridge (thank God we have a a faithful Fridgedaire we bought back in 1984), unplugged it and let it sit for a couple hours. When we plugged it back in, it worked fine. This continued to be an ongoing problem about every 6 months, once on the day after Christmas! It finally went problem free for a year and then started in again. This last time it was only 3 days later. I will never by another Kenmore product. There were not recalls so I guess we got a lemon! So much for doing business with Sears anymore.
The complaint has been investigated and resolved to the customer's satisfaction.
I came across your post today and wanted to reach out to you to offer our assistance. My name is Mike and I am a member of the Sears Social Media Support team. I am very sorry to see that your refrigerator is not running as it should at this time. We realize how upsetting this must be, as it stores your food, drinks, and medicines. Furthermore, given the fact that this is not the first issue that you have had with your refrigerator, we can certainly understand your aggravation at this point. We would like to connect you with a dedicated case manager to further discuss your situation and see what options may be available to you concerning your refrigerator. At your convenience, please send us an e-mail containing your preferred contact information, including the phone number that your refrigerator was purchased under, to SMAdvisor@searshc.com. Also, please include your screen name, (Noffen), for reference to your issue. Thank you for your time and we hope to speak with you soon.
Thank you,
Mike D.
Sears Social Media Support
almost kicked out of your store for trying product
I went to sears with my girlfriend. There we saw some beds and sheets. My girlfriend and I opened the package of sheets and we took off our clothes and started having sex, to test and see if the bed was one where we could have comfortable in. The manager came in and I told him he could not join in. He then kept staring and I told him that if he took a picture it would last longer. He then proceeded to tell us that we must put my clothes and get off the bed. I asked him why, and he said there are parents shopping with their children in the store. He told me the store closes at 10pm and we are more than welcome to try the beds then, only we should be finish before 9am when the store opens and put the sheets back and not say a word.
The complaint has been investigated and resolved to the customer’s satisfaction.
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 [protected]
have not provided refund for merchandise returned
Purchased a brand new dishwasher and had it both delivered and installed by Sears recommended installer. All arranged by Sears. No choices were offered .After 10 days dishwasher stopped working all together. After multiple calls for service and more than 2 weeks without a working dishwasher I requested that Sears come and pick up their dishwasher and refund my money. I arranged to have a new dishwasher delivered and installed by another company. Sears assured me that they would pick up their dishwasher 2 days prior to the new dishwasher being installed. Sears did not pick up the dishwasher until the day the new machine was installed.. Sears records their customer service calls and should have a lengthy list of calls regarding this matter. My cell phone records reflect all those calls. The original Sears installer came and took the dishwasher. After 2 months and multiple phone calls and trips to Sears in person I still have not received a refund. Outrageously bad service. Will tell everyone I meet "never shop at Sears".
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 [protected]
Replied
roof
sears home services an sub contractor installed my roof not to mfg spec. or code as promised .roof passed code inspt. after failing 3 previous inspections for the same issues an violations.i had this web sit made of the improper install .notice the over nailed shingles .improper install of ridge vents. look at the video of the worker piecing the shingles together .all the shiners are still there after 3 failed inspections for such. this is how my new roof is installed.i had documented the install with pictures video an paper documents.every thing i state is true. chhttp://s760.photobucket.com/albums/xx249/wheredoesitallgo/Brunelles%20improper%20roof%20installation%20from%20SEARS/eck out the web sit i had made to verify what i am writing pictures do not lie.
my roof was installed by SEARS sub contractor an failed county code inspection 3 times.sears management ignored me on installation issues after multiple phone calls.managed to contact a state senator about my problem. only after that did sears respond. they had to remove a brand new shingled roof do to improper installation . i documented the complete installation of the roof .also did the same the second time.pictures of shingle nailing.sheathing drip edge ridge vents also video. pictures don't lie.new contractor for second re-shingle tried to scam me on plywood that was to be repaired caught him with pics. roof is installed just as bad as first time.if not worse.passed code inspection.they are unable to see how shingles are nailed after the sun beats on them. code does not care about shoddy workmanship code is immune from prosecution. .both contractors did damage to my ceilings.both say it was not their men. contractor says men were not in attic they were in there to remove nails that miss trusses.i have video of them coming out of attic. in my opinion how can u trust a company that hires contractors that lies an are unable to install a roof to code an mfg.spec. SEARS u are the most shameful misleading co. Florida residents if u have to have a roof done avoid the SEARS . Check out [ sears sucks ] on your Internet read all the complaints about sears. I wish i did before being scammed by sears. /link removed/ … ALL sandy storm home owners look at web site before having Sears home services do any type of home repairs.the truth! log into twitter an look at all my tweets about Sears home services roofing.their all true.!
my opinion sears home improvment of florida salesmen are liers. i hope florida home owners see my post so they do not fall subject to the same lies an improper roof install i have had. the whole corporation is misleading an does not care about their customers only the dollars. AGAIN I CAN NOT STRESS IT ENOUGH TO SENIOR CITIZENS AN DISABLED TO AVOID THIS MISLEADING AN DISHONEST COMPANY . BEWARE OF SEARS
again a big corporation has taken advantage of a disabled senior citizen .no help from B.B.B. OR the DBPR AFTER ALL the documentation proves i have been victimized . in my opinion all party's involved are being influenced by sears home services in some way or an other an do not want to be bothered by truth of a disabled senior citizen .B.B.B SERVES NO purpose either does the D.B.P.R. unless you have money.
The complaint has been investigated and resolved to the customer's satisfaction.
I came across your post today and wanted to reach out to you to offer our assistance. My name is Mike and I am a member of the Sears Social Media Support team. I am very sorry to see that you have had such a disappointing experience with the work that you had performed on your roof. We strive to provide top notch home improvement services to each and every one of our customers, and we do apologize if that was not the case in this instance. We would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. I will forward your contact information to our case management team, who will be contacting you within 24 hours. Thank you for your patience and we look forward to speaking with you soon.
Thank you,
Mike D.
Sears Social Media Support
extended warranty
Since 2/12 I've had issues with my Elite refrigerator warming then freezing and now after 6/7 attempts to fix it I finally decided to purchase another from Loews who after 4 attempts they REPLACE the entire unit! I've lost almost $1000 worth of produce and Sears will only replace up to $200. The first appt with the tech took 2 weeks due to the fact I am in rural Tn. I took the day off waited ALL day only to get a call at 3:13 that I couldn't run to the phone fast enough to answer. I immediately called the number right back and the CS lady told me she was going to notify the tech...so I waited...NO SHOW NO CALL. Had to wait another week for an appt. Now he has to order a part due to the fact it was NOT on the truck. A week later Sears sends him the WRONG part. Have to wait another week. I eat only organic food and do all my shopping 50 mins from my farm at Trader Joes and Earthfare. This didn't seem to matter to Sears. I asked the tech about the freezing of the produce and his response was "all of the crispers have the same problem"...something I didn't want to hear. When I told the Warranty Service Dept she said that the refrigerator needed to be deemed unrepairable. Needless to say after a total of 7 visits and the last with a part that should have been ordered the 2nd time, the tech told me Sears will keep sending him to try to fix it "that's what they always do". So I suggest for anyone looking to purchase any appliance DON'T GO TO SEARS. I've been buying all my appliances from them for decades and this is how they treat return customers...well this one is not going back!
The complaint has been investigated and resolved to the customer’s satisfaction.
I purchased an extended warrent on my craftmaster riding lawn mower. The first time I used it, it cost me $180.00 for the service that was done. The second time I used it I called in March of 2008 for a battery replacement and was told that it would be August before they could send anyone out. needless to say I drove 30 miles to the nearest Sears to pick up the battery and installed it myself. The first week of September the deck belt broke again I called for service and was told that it would be October 16 before they could come out. In the mean time they mailed me the needed belt. On Oct. 16 the repair man called to say his truck broke down and he would not be commin but he would re schedule it for Nov.17. I called customer service and gripped a lot and was given a direct number to call to speak to the warrenty manager. during this phone call I finally was re-scheduled Nov.3 but the manager asked if I had the belt, I said yes, and he promply told me to put it on myself. Why did I buy the warrent for $900. if I was going to do everything myself. So far this warrenty has covered the cost of a battery and a belt, both I could have replaced for under $100. and used part of the additional $800 to pay a repair man.
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 [protected]
no delivery of sealy mattress
We bought a Sealy mattress set on 9/3/12 and paid extra for Sat, 9/8/12, delivery. Received calls about 3-4 times verifying the delivery and time. Waited most of the day and never got a call that there would be NO delivery. When we got someone, all she could tell us was that the warehouse was closed and they wouldn't deliver. After talking to people for four days we got a message that the delivery would be 9/13 between 3-5 pm. I waited all afternoon and still no delivery/no phone call. Finally talked to someone at 6 who said they had come but no one was at home. LIE... Why didn't they call one of the two phone #s that were on file? They rescheduled it for 9/19 - another week. I'm not waiting any longer. I called the National Customer Service # and cancelled my order. I'm going to a mattress store ---- NOT Sears.
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 [protected]
mechanics did not check the car as promised
Hello,
My name is Mari Zamfir. I live in Fairfax, VA, close distance from Fair Oaks Mall, Fairfax VA. I take my car Honda CRV to the Sears Auto shop at Fair Oaks for oil change often. They also changed all my brakes last time.
On Saturday August 31, 2012 I went there because there was a noise coming from the brakes and I wanted them to check it out. I couldn't remember for sure if I changed the brakes or not.
A gentleman checked us in and confirmed by looking in the computer that indeed they changed the brakes and told us that a mechanic will check the noise and call us. He also suggested rotating all the tires as the front ones looked a bit worn. I agreed with him and told him to please rotate the tires as well. We went shopping in the mall and waited at least 2 hrs. Nobody called us. We went back to the shop and another gentleman handed us a paper which didn't mention anything, no notes, nothing. When we checked the car, the tires were not rotated and we weren't given any report regarding the noise coming from the brakes. They literally wanted us out of there because the mall was closing. They did not acknowledge that we waited at least 2 hours for them before the mall closed.
We left very disappointed and concerned that nothing was done to our vehicle.
We always thought that Sears had good prices on car repair and expertise; however this experience changed our opinions in a negative way.
I don't feel safe taking my car to Sears’s auto shop anymore. I don't trust that they do a good job. My car is important for me as a woman, mother and commuter. I need to trust the person who works on my car and I don't trust the mechanics at Sears anymore.
They didn't even touch the car. Nothing was done and nobody cared to explain why.
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 [protected]
Sears Reviews 0
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Overview of Sears complaint handling
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Sears Contacts
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Sears phone numbers+1 (847) 286-2500+1 (847) 286-2500Click up if you have successfully reached Sears by calling +1 (847) 286-2500 phone number 2 2 users reported that they have successfully reached Sears by calling +1 (847) 286-2500 phone number Click down if you have unsuccessfully reached Sears by calling +1 (847) 286-2500 phone number 12 12 users reported that they have UNsuccessfully reached Sears by calling +1 (847) 286-2500 phone number+1 (800) 665-2127+1 (800) 665-2127Click up if you have successfully reached Sears by calling +1 (800) 665-2127 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (800) 665-2127 phone number Click down if you have unsuccessfully reached Sears by calling +1 (800) 665-2127 phone number 4 4 users reported that they have UNsuccessfully reached Sears by calling +1 (800) 665-2127 phone numberSears Home Services+1 (866) 850-0518+1 (866) 850-0518Click up if you have successfully reached Sears by calling +1 (866) 850-0518 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (866) 850-0518 phone number Click down if you have unsuccessfully reached Sears by calling +1 (866) 850-0518 phone number 1 1 users reported that they have UNsuccessfully reached Sears by calling +1 (866) 850-0518 phone numberNew Orders+1 (877) 550-9254+1 (877) 550-9254Click up if you have successfully reached Sears by calling +1 (877) 550-9254 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (877) 550-9254 phone number Click down if you have unsuccessfully reached Sears by calling +1 (877) 550-9254 phone number 1 1 users reported that they have UNsuccessfully reached Sears by calling +1 (877) 550-9254 phone numberExisting Orders+52 55 3628 3920+52 55 3628 3920Click up if you have successfully reached Sears by calling +52 55 3628 3920 phone number 0 0 users reported that they have successfully reached Sears by calling +52 55 3628 3920 phone number Click down if you have unsuccessfully reached Sears by calling +52 55 3628 3920 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +52 55 3628 3920 phone numberCustomer Service+1 27226+1 27226Click up if you have successfully reached Sears by calling +1 27226 phone number 0 0 users reported that they have successfully reached Sears by calling +1 27226 phone number Click down if you have unsuccessfully reached Sears by calling +1 27226 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 27226 phone numberText subscription
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Sears emailssearscares@searshc.com100%Confidence score: 100%Supportwebmaster@customerservice.sears.com100%Confidence score: 100%Supportsearsservice@searshc.com100%Confidence score: 100%Supportcomentarios@sears.com.mx100%Confidence score: 100%
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Sears address3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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Sears social media
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Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreNov 06, 2024
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