Sears review: customer service 57

Dont waste your time calling Sears customer service- I wasted hours calling customer service with no results- I only
spent $5000.00 a yaer at sears - not enough for them to care.
but in TEN years that is 50, 000.
I hope that would join me in boy-cotting sear untill they fix the problem the have with customer service.
ALL I ASKED WAS FOR THEM TO SEND SOMEONE FROM CUSTOMER SERVICE TO CHEK ON SEARS IN CHEYENNE
AND SEAR FIRST HAND THE OPERATION OF THE STORE.
in the meantime please check out snap-on or lowes, I have had good luck there. less customers will show them by hitting them in profitts

I can't believe how long it takes to stand in line to be helped at customer service. It takes forever. If I knew it was going to take over an hour I would have gone to lunch and come back. And the poor guy in front of me, York Galland, forgot his receipt and they told him he had to come back!

Why not have customers take numbers, tell them when to come back. At least you can go get lunch, or wonder around the store for awhile... of course to buy something else that doesn't work and have to bring back... I guess that might not be a good idea.

I took my lawn mower to Sears Repair Center (Kennesaw GA location) earlier this year for my annual maintenance and noticed the customer service was lacking but did not mention anything back then. Yesterday, my mower stopped working and I tried to reach the store 10 times yesterday. At least twice I did actually get someone but they immediately put me on hold and never came back. So I located the store hours on www.sears.com (store location function) and noticed their hours were listed from 8:00am until 8:00pm so I loaded the mower in the car and drove all the way over there only to find the store had closed it doors at 6:00pm.

Today, I try calling again and again no anwer, so realizing I really need my lawn mower fixed I drove all the way back over there again. This time I find no one in the store and after calling out for someone from the back a sales associate appears. I ask her if I can speak to the manager, I want to inform the manager about the website. She directs me to get my mower and she will find the manager and send him outside to speak to me. I unload the lawnmower and haul it across the parking lot only to wait for 20 mins to see the store manager.

Finally, he appears and asked me what I am doing just standing there. I told him a was waiting to see the store manager. He told me he was the store manager and so I told him about my experience with the phones and the discrepancy between the actual store hours and sears website. This is when it became very disturbing. He told me that management did not give him enough people to run his store and that he had 90 customers the previous day and that he didn't need my business. I was really shocked as he turned around and re-entered his store. He didn't say I am sorry or anything. I have never been treated this way.

My background: I am a certified ITIL manager. I have been in customer service for 27years. I know we all have bad days and many customers are really just unhappy people but I have never had a manager tell me he did not need my business neither have I ever had anyone in an organization bite my head off for letting them know about some informational discrepancies. In the end, I found a repair shop not more than a mile from my house but I can't help but feel like if I were the manager of that store I would get fired. This guy is getting away with treating customers this way.

I did call Sears Customer Service ( in Manilla?) and they were quite courteous but it still seems that store manager is untouchable. Sears has lost my business for good. This small job bungle has cost them all sales from me, my family and extended family.

This is a Letter Written to Sears about my issue, which explains everything:

To whom it may concern:

As you can see from the information below (which contains the order number and my information) I recently ordered a portable air conditioner. If you look at the history of my account you will also note that in the last year I have spent a considerable amount of money with Sears on some large ticket items and until this week I had planned on some more purchases.

The purchase of the Air conditioner has now changed my opinion of Sears and how they treat their customers and view their customer’s time, I don’t think I will ever order anything from Sears again.

When I placed the order for the AC unit I was given two options for delivery: 1) Pick it up at a store free of charge or 2) have it delivered for a fee of $60. When I looked at the expected dates of each of these options, having it delivered to me for the fee of $60 was fastest way to get it and I was given the option of having it delivered on the 30th between 8 and 1 or 5 and 9. If I chose to pick it up the date would be the 2nd of July and due to the humidity and the holiday I wanted it sooner than later so I chose the delivery to be on June 30th between 5 and 9. On Monday I received a phone call confirming the delivery and making sure that someone was going to home during this time and of course I agreed someone would be. On June 30th I left work early and turned down invitations for Canada Day parties so that I would be home to receive the shipment. I arrived home at 4:30 and began the wait. 9:00pm came and went with no truck or phone call as to why the delivery was late. At 10 minutes after 9 I made my first call to the delivery centre and was advised the AC unit was on the truck and that truck may be tied up but it should come eventually, but if didn’t hear anything by 9:30 call back. When 9:30 came I was angry that I wasted my night sitting at home waiting for a non-existent AC unit to arrive and I called the centre back again. At this point the agent refunded the delivery charge but stated that the truck may still arrive and if it didn’t please call back at 10:30pm my time. So at 10:30 I call once again to hear an agent tell me that we need to reschedule the delivery for either Friday between 8am and 1pm or Saturday between 8am and 5pm. I think my exact comment to her was “You have to be kidding me, my AC unit is on the delivery truck now and I have to reschedule for either Friday morning when I am at work or Sometime during the day Saturday and of course I have to sit and wait all day until it comes?” It was at this point I suggested they drop it off at my local pickup centre so that I can have it for Thursday, which the agent then informed that redirecting the unit could take 4 to 5 days for me to get it at the pickup centre. When she told me this I know I started to laugh and said to her “My ac unit is on a delivery truck now but has to be taken off the truck and rescheduled for a delivery two or three days from now, how come they can’t either drop it at a store or bring it to me Thursday late afternoon or evening since it is already on the truck?” I was then told that delivery times cannot be narrowed down any farther then they currently where and scheduled deliveries take precedence over store shipments, that the reason they could not deliver it Thursday to me was they already had a full schedule of deliveries to make and the reason it could not go to the store on Thursday was they needed a full truck load before they would send it out.

So this morning I called the customer service line to see if there was any updates on what was going to happen and a lady named PAM informed of a couple of things:
1) The AC unit was never on a truck for delivery Tuesday
2) The $60 compensation I was given (yes not a refund for a service I didn’t receive but compensation) was more than fair for the situation and frustration I am dealing with.
3) That the special deliveries team was now handling the “case” as the item was now marked missing, this was right after she told me that she could tell it was sitting at the delivery dock and the reason it didn’t get shipped was it didn’t arrive on the dock until 1:45pm on Tuesday and the drivers load their trucks early in the morning.

My questions at this point are:

1) Why didn’t someone call me to say the item was not going to be delivered? They called to confirm the day before, because the delivery guys time is so damn precious we wouldn’t want them to come all the way to my house and have me not be home so why is my time any less valuable?
2) Why would a customer who was promised a delivery one Tuesday not be priority on the next Business day?
3) Can you have your customer service agents stop calling a refund compensation? Sears has not, and by the sounds of what is now happening, will not provide this “Delivery service” to me so why should I have to pay for it?

I honestly thought that Sears was a better company this, I guess it was due to the fact I almost always dealt with my local store when I wanted anything. Well Times have changed in Canada and guess what Sears isn’t the only store buy from. If I ever get the AC unit, it will be the last thing I buy from Sears for a very long time.

I will update this post as I get more info.

I am sorry to hear that you feel you haven't received good customer service, but I have dealt with this very department when I had an issue with a purchase from Sears and I was quite impressed with the way my case was managed. It was handled quickly and professionally and I will most definitely continue to buy products from Sears because of this. They have specific protocol they have to follow, so it's not like they single anyone out or treat anyone unfairly. Some people obviously just can't be pleased. I have to say I find it incredibly tacky to include the employees' names. You should be ashamed.

L. M.

IMHO, I think it is a good thing to include names when you have them. It helps others to avoid or contact them depending on if they provided good or bad service. If they cared about their names being associated with bad service, they would either not give their names or have given better customer service in the first place.

Greg - going through his own ordeal with Sears service & the Blue Ribbon team.

Ever since Sears was taken over by the white trash K-Mart Corp. their customer service dept is clueless and rude. This was a store renowned for its customer service. I would have to think long and hard to ever purchase another big ticket item from them again.

October 21, 2009

Bruce Johnson
Sears Holding Corporation
3333 Beverly Road
Hoffman, Il 60179

To Whom It May Concern:

I purchased a Kenmore Front loader washer on 11/28/2008. It recently stopped working a couple days ago on 10/10/09. I called the service department being that the washer is still under factory warranty. I spoke to Ray on 10/10/09 to schedule a service call she scheduled it for 10/21/2009. She gave me a window of 1pm-5pm. I asked her if she would please have them call me at least 30 minutes in advance she said no problem and I gave her my contact information. I decided to take half a day of work to be here when the technician arrives. Thirty minutes to 5pm I receive a phone call from the service dispatcher that the call would have to be rescheduled. This made me very upset due to the fact that I am service technician myself and now they decide to cancel four hours into my window (again I am a service technician!) Meaning that your service technician was not courteous to realize that he was not going to make it to my window of 1pm-5pm.

Being that I was very upset, because of these hard economic times I took half a day off work with no pay I called to speak to a supervisor and was transferred to John and John could not help me so he transferred me to another supervisor from corporation named Sydney that also could not help me, but to make matters worse as I attempted to hang up and I did not hang up the phone, but she thought that I did I heard her speaking very rude about me to her co-worker about my problem. I find this very unethical and poor customer service.

I am not asking for compensation, but you have lost a loyal sears customer and I will let all my friends, family members, and my customers of this unfortunate customer service nightmare.

Respectfully,

Bradley Stumpe
4268 Vicliff Road
West palm Beach, Fl 33406

I called into Sears to get questions answered for my mother, who is hearing impaired. The gentlmen wouldn't talk to me in her place. If I had called impersonating her instead, I could have gotten somewhere...but that would be wrong! When I asked to speak to his supervisor he said that he was the supervisor. He was incredibly unhelpful and rude.

Les - Operator #: 7Y9
Supervisor: Cindy Baker was unavailable to speak to

I completely agree that Sears Blue Ribbon service is very poor. My case manager Anabelle Morales would not arrange a phone call between the LG service technician and the senior Sear's technician to confirm the repair strategy for my LG fridge. Instead she stated that it is policy that Sears can not reach out to the manufacture to troubleshoot an issue. Sears deemed my 3 yr. old fridge unrepairable while LG is saying as long as my fridge is cooling/freezing, it is more than likely repairable. Unfortunately, I purchased the Sears extended warranty when my fridge had another issue after Sears repaired the sealed system. Because I purchased the warranty, I am held to the $500 limit on a replacement fridge when I paid $2300. Sears sealed system repair was not done correctly so I had further issues but Sears will not even confirm nor deny fault stating it is moot becasue I purchased the warranty. Very unprofessional attitude from the case manager and not willing to go the extra step to ensure that a fridge wasn't able to be repaired with a second opinion. No sympathy in such an economic condition. As a single mother of 3, I'm always trying to figure out ways to save money and it seems worth the phone call to confirm the repair strategy especially when fridge repair is not an exact science. Annabelle certainly was well trained in not going above and beyond to resolve any issues.

Excerpt from: http://www.1to1media.com/view.aspx?DocID=31561&m=n&utm_source=1to1%20Weekly&utm_medium=H&utm_campaign=05-04-2009-2665

"Carey also created a Blue Ribbon customer care group -- agents who are empowered to do anything to satisfy a customer or fix a customer issue, including refunds and item replacement. "Agent ownership of the issue goes a long way, " he says. "There is pride moving through the organization and agent satisfaction increases as they realize their main purpose is to help the customer.""

This has certainly not been my experience.

Purchased $5000 worth of products from a Sears to be delivered to my home in Il, and its been a nightmare since.

Day 1: First delivery was cancelled because of weather, received a personal phone that said my items would be scheduled for Monday. Okay, no problem.

Day 4: Delivery confirmation is between 11 & 1, truck arrives at 4:30, with a few things missing, driver calls dispatch, I'm informed that my delivery was broken-up into two deliveries, of course the one thing they left off the truck was the smallest item, which was a TV. Since I was told my "items would delivered that day, I scheduled a satellite install for that day, well of course I had to rescheduled that appointment, at a $25 charge because the Sat. guy showed up when the truck got there. So the delivery guys go ahead and install the washer and dryer and tell me to leave it running. Well 30min later there is water all over the wash room floor and running into the bathroom. They forgot the drain hose, called them back to clean up the mess, 40min later they arrive clean up the water with our towels and take the rug to be dried out the was in the hall.

Day 5: delivery is again for 11 & 1, truck arrives at 6:30, same guy, he says rug would be returned tomorrow.

In between this time I call Sears customer service line and get plenty of "sorry" but no one can help me even get a refund on the delivery charge.

Day 6: Still calling Sears, no call backs as promised and no rug!

Day 7: Go to local Sears store, bring TV back myself and talk to the store manager, tries to talk me out of the return even offers $200 store credit. So fed up I refuse and want a full refund. Guess what, he can't override the restock fee and charges me $250. I tell him go ahead I'll fight it later but I want them to pick up the washer and dryer.

Day 8: Sears is scheduled for pick-up between, wait for it, 11 & 1, (it's almost a joke now) truck arrives at 7:30, not the original truck route so the driver has no paper work on hand only hand written information.

Day 9: Starts tomorrow, have to go back to the store and try to get something saying they picked up their crap!

upgrading my home i have been purchasing new large appliances. trying to select appliances with energy efficiency i have shopped around. i was ready to purchase the washer and dryer and began my search. i went to 5 other stores but found the color and price that i was comfortable with. my first visit was a few nights before my purchase and i was satisfied with customer also. when i went back the second time to purchase it was horrific. everything went down hill from there. My washer was completely broke down and i needed to get one soon. pricing was horrible, communication terrible, nothing seemed to make the sense that it did 2 nights prior. there was so much confusion because the salesman thought i couldn't affor to purchase and was wasting his time or something to that affect and there were 3 men there at the time attempting to help him. everything that i was told 2 nighs ago was different plus in the midst of the sale they didn't order the pedestal which was a main importance because of my husband's disability. i called back to get them they said they did not have them and would not get them. they offered me a different color and i refused so they did say that if i could find my color to let them know. which i did. once the delivery gets here they tell me that because they were not from sears(who didn't have them at all and told me the color was a discontinuance of their store)they could not hook them up plus sears didnot send the bolts in which to do this that should have been connected to the washer went pickp to go to warehouse. the response for calls, timing is horrible. nobody wants to answer you, nobody knows what should occur, i am at this very moment sitting in my house with almost $2500.00 to $3000.00 worth of sears ### and no one to take the ball and straighten this mess out. they even took my old washer and dryer which was not suppose to occur so you tell me how that could happen yet the same deliverymen could not hook my pedestal to this washer and dryer. i also purchase extra warranty on top of all of this. i am very angty with sear, customer support, communication skills, and the ability to connect with a responsible person to ;handle damage control. i think that this kind of money spent in your store should warrant some type decent respect. i may even call tappy phillips from the television to help meget satisfaction.

In January I decided to buy my husband a new 8' work bench from Sears. The customer service problems started in the store. Bubble gum chewing cashier and "forgot" we were waiting for her assistance. Had problem tell weither the items we wanted to purchase were available in stock. We decided to purchase it all together and was told that it would be at the most two weeks before the "total workbench" would be delivered. Here it is almost March and we have received pieces of the work bench at different times but not the whole order. We receive phone calls and 1-800 messages but no firm input on when we will received our total order, which was suppose to be delivered by the 25 of January 2010. When we have asked it they can tell us where the items are at a certain point and when we can receive them they check the computers and can't tell us. We get phone calls that indicated your order has been delayed and will be shipped on a certain date. Then we get the same call again. If I could purchase the same bench for my husband somewhere else I would and take this all back to Sears. Because they don't care or have knowledge of when, where, and how things will be delivered. Then they may you pick it up because if its delivered they will charge you an additional charge. Sales check# ends in 4280.

My nightmare starts the day after we bought the refrigerator, hereafter referred to as "refrig", which was Monday, April 19th. The whole customer service department knows only how to lie, be deceitful, and hang up on the public. We got a call from a Stefanie to tell us our refrig. had a mar on the side, and if we did want it? We said we would look at it and decide. If we accepted it, we were promised a $100.00 gift card for taking the flawed one, and we were told the refrig would be delivered on the 19th, in the a.m. The truck pulled up, as expected, that morning, and the delivery men came in to see where the refrig. would be placed. They had taken it out of the truck and the refrig is now sitting on the drive way. After seeing and measuring the spot, the delivery men felt it was too deep, and that we should go back to the store and get one that was "depth counter". Well, we should have measured ourself, but did take his word for it. They than proceeded to leave the refrig in the garage. We went back to Sears, and found out that the "depth counter" one was around $700.00 more. We than decided to keep the one we had, as it only stuck out 3" longer than our old one and that would be okay. Here is where this nightware begins and continues for several more days. When we arrived home I called customer service, hereafter referred to as CS, and did speak to a CS refresentative (rep.), she assured me she would contact the driver and have him return and install the refrig. (remember it is sitting in our garage). After waiting for several hours, no one contacted me to tell me what time they would be there. I again called, probably four or five more times. I either got lie to and hung up on. Finally talked with another rep. and was told she would contact the driver again, and have him come out. More lies. It is now mid-afternoon and have heard from nobody. I tried calling several more times, CS phone lines only place you on hold or hang up. Very frustrating and annoying. I than begin to call Sears store and talk with anyone who could help me. Well, that was just as frustrating as CS. I finally got to speak with a Karen, who said she was the closing manager. I felt this is good, now I am getting somewhere. Karen said CS was closing now and there was nothing she could do. I guess it didn't matter that my food is in ice chests and now must remain over night there. Karen said she would have Wylie, morning manager, called me to see what he could do. So the next day, 20th, no call from Wylie. The next morning, the 20th, I spoke with a Rob, CS, and he said he would see if he could get somebody out to move that refrig from the garage to the kitchen. No call, as usual. I had called numerous times and to only be lied to and hung up on. How could this business be so callous and uncaring? I was at the end of my rope now because I could not get anybody to help me. So we went back to the store and spoke with a John Cobb, I believe he is Appliance Manager, and Leonardo, salesman. John seemed willing to help, and after telling my story again (this is about the 15th time, since each and every time I talked with somebody by phone I had to repeat my story), John would call delivery and try and get something worked out. We went home, and waited again for a call to tell us delivery would come out and install the refrig. No call, I than called Sears store and finally got a hold of Leonardo and he said he would try and help. Leonardo said if he didn't call me I should call him back. Of course he didn't call me, so I called him. Leonardo did get a hold of CS and they would be calling me. In the meantime, I again called CS to find out if a time had been set to install our refrig. for the 21st. I spoke with Lucy, badge #24201, and she tells me we are not on the schedule and there is nothing she can do except to schedule a date for Friday, April 23rd. I told he that was not acceptable, and our food is in ice chests, and wanted someone as soon as possible. Lucy said it was out of her hands and that the schedules are made for the 21st already. I was very upset and trying to figure out how Sears can be so uncaring and deceitful? All I got was lies for three days, and they continue. As I found out Lucy told her superiors that I requested a Friday day, April 23rd, for installation. Yea, right, I wanted to wait another day. Than I received a call from Cary Brown, Operations Manager, Warehouse, and was told she knew the story (after I told everybody but Santa Clause about it), and that I was scheduled for install on the 22nd. I was hoping that this was true, as I had been lied to so much and was so tired of this entire process. Cary assured me that it would happen. So we were scheduled for the 22nd now and we would hope this nightmare was over. I would like to see it was, but NO, now in my case. The delivery men, Ray and Nelson, were great. They did their job in a professional manner and was happy to have them here, as we bought a store from Sears and they delivered that as well. So after it is installed we thanked them and they left. Now to finish my story I need to return the April 19th to finish this. We have double security entrance doors leading into the house. So my husband uses a cordless drill to loosen the screws to the stationary door to open it. We did that so the refrigerator would easily be brought in. My husband left the drill by the front door, so he could find it easier and screw down the bolts once again after the refrig was brought in. When the first team came and looked at the kitchen, said it would not fit, we all went outside. They placed the refrig in the garage, and one of them said "my clip board is in the house, I forgot it". He went in to retreve the board, came out and got in the truck and left. We didn't realize the drill was missed until the refrig. was installed on Thursday, 22nd, as he didn't have to use it until that time. I know it was placed on the stairs, but I thought nothing of it because I thought he moved it back to the garage after that. So it became missing on Monday the 19th. The first team were the only people in the house so they were the only ones we could suspect had the drill. Well, after three upsetting days, food stored in ice chests, refrig. sitting on garage floor, now our drill stolen, could anything else happen? It was beyond any one imagination that this much could happen. I called CS and spoke with a Justin and told him of the theft. Justin gave me a claim number and said he would call me back. Sure I thought, another phone call back that wouldn't happen. As I believed it wouldn't happened, it didn't and Justin didn't call and I called him back twice, as the first time he left work, and I did get a hold of him on the 24th. Justin said he contacted both delivery folks, from the 19th and 22nd. I know the second men were not responsible, and I wanted Justin to concentrate on the men from the 19th. Justin assured me none of the men saw the drill and knew nothing about it. At this time the case close. We are out $100.00 Fire Storm, Black & Decker battery powered drill, and Sears will do nothing. So you see this was a very frustrating week, with the lies, hang ups and now a stolen item from our home, I hope whoever reads this, if even Sears gets copies of this complaint, somebody will still help us out. Have their CS stop lying, don't hang up on customers, answer the phones, and don't just let it ring for five minutes. Give better customer service so customers won't be so frustrated and jaded and stop dealing with Sears again as we will be doing. Thank you for allowing me to vent, and I hope Sears realizes what poor customer service they have. It sucks.

If you have this much time to sit and whine, why didn't you just hook it up yourself? Grow a ###.

Sorry Sir. I'am 87 years old and lost a leg and a ### (Penis) during the WW2.But I would like to grow a leg back .

Sincerely, DL WW2 Vet

I have a refrigerator that I purchased from Sears and I purchased the service contract. Three weeks ago it broke down, and I called to schedule a service appointment. I took off from work the date of the appointment and receieved a phone call at 5:00 that afternoon informing me that they would have to cancel my appointment. So I called once again to reschedule a new appointment; they told me that the first available date to come to my home and repair my fridge was 8 days later. So 8 days later I took off from work again, and once again they didn't show up and called last minute to tell me. As furious as I was, I called Sears yet again and they scheduled me for 7 days after that. Today was day 7 and I took off from work, and stayed home waiting for Sears to arrive. When 5:00 rolled around and I didn't hear from them, I called and they informed me that they had yet again cancelled my appointment. They have rescheduled me for 14 days from today, an appointment I am more than positive they will cancel last minute. I would never purchase a single solitary thing from Sears in the future, and I warn anyone that this company is incapable of dealing with customers. Oh, and by the way, the people on the phone were very rude to me and were of absolutely no help. To those who need to buy from Sears, DO NOT order the service contract because they will not come and help you and you will be roped into something that will not get you anywhere.

Yes, Sears really sucks with any kind of warranty service. I believe that they put out to auction annually to service companies to provide services like HVAC, refrigeration, appliance repair etc. The company that pays them the biggest percentage of their service sales gets the contract - or the cheapest, lowest bidder gets the contract on warranties. It is obvious to everybody except Sears, of course, that the lowest bidder will provide the lowest level of service or no real service at all. I should know, I once worked for a Sears warranty contractor (HVAC). Sears is not the company they once were - Avoid any warranty with Sears if you can as they do not service anything - it is all outsourced on the cheap.
KitchenAid isn't any better - they have 1 service guy here that serves 1000's of square miles. I found that out when I had to wait 2 weeks for a kitchen stove repair under warranty.
Buy your appliances from a local appliance store with an excellent rating for service and repairs in Consumer Checkbook. That's what I do.

Sears has the worst repair service of any company I know. Mainly problems with their own products, and a lemon guarantee that means nothing. My Kenmore freezer quit freezing 3 days after the 1 year warranty ran out. The people I talked to at Sears say it's our problem, the machine may fail at any time. They are not interested in keeping us as a customer and apparently don't care that the product is shoddy. I think Kenmore used to be a good brand, but no more. I was told that my service call would be $70.00 plus parts if they had to replace anything. Their on-line site says that they provide next day repair service. I called on Friday and was told that the next available repairman would not be here until the following Thursday. That's a long time when you have a freezer full of thawing food. When the repairman called me Thursday afternoon, I double checked to make sure the cost would be $70.00 plus parts. He told me that Sears is always telling people that when they call. He said the actual cost for the service call is $185.00 plus parts. I will never ever buy anything from Sears again, and I will strongly recommend that everyone I know does the same.

I give up I need your help. Blue Ribbon team is absolutely no help: here is my story:

I took my sewing machine for repair to the Vernon Hills, IL, Sears Store in early July (before my daughter’s wedding (in mid July), and I was excited at the prospect of having functioning machine when we returned. The problem with the sewing machine was simply that the top and bottom threads were not even. However, when I returned from the wedding I found to my dismay that no one knew anything about the status of my sewing machine – I had the paperwork and gave them all the information when I called 3 ½ weeks after I dropped it off. (It was to take two weeks to repair). After many hours someone from Sears called to tell me they found the sewing machine in a corner in the Vernon Hills store…no one had even shipped it to the Sears repair location! Two weeks later I got a voice message that my machine was not repairable because the motor smoked and smelled….it never did when it was in my possession. Probably this occurred when it was “bounced” around at the Sears store in Vernon Hills. I eventually got the machine back, the motor supposedly operational, but the sewing mechanism, which worked imperfectly before, now did not work at all!

I received this sewing machine as a gift from my mother-in-law in 1963 and it came with a life time warrantee. I am still alive. Sears totally destroyed my machine. I have the instruction book, all the notes from the courses I took on Damen Ave. in Chicago and all the original attachments. The warrantee card I do not have – it was on a separate piece of paper which I no longer can find. After all that was many years ago. I am willing to take as many lie detector tests as you want – my machine was and is covered with a life time warrantee. I can tell you that several times in the last fifteen years I had taken the machine to the now closed Sears Service Center on Waukegan Road in Deerfield, IL. They honored the warrantee and never charged a penny to repair the machine. The last time I took it there several years ago it was with the same uneven thread problem as last July. But Sears has no record of that repair, even though it was only 3 years ago. And Sears has no record under my former married name or my mother-in-law’s name from 1963. Now I am the one with the problem. It is my understanding that since K-Mart bought Sears they kept a minimal history on sewing machines….my problem, not theirs..

In mid-July my husband and I first spoke with Mike Rayburn pertaining to our Case . It seems these call centers cannot make calls out except at certain times (we can never pre-arrange a phone call as I do not sit in the house waiting for the call). Also, they do not have the authority to do anything real regarding this problem. Mike Rayburn did have me send the machine back when I said the repair must be on someone else’s machine as mine never had those problems. I did and as I mentioned it came back worse than when I brought it in. Now in addition, the wheel that is to spin to put thread on a bobbin does not work at all.

I received a letter from Sears dated Nov 5 and called the 800.995.2139 phone number given me. When I gave my case number I was told Ann on extension 68 was my representative. She has called twice – I keep leaving her a message telling her we need to arrange a time we can talk. I give her my cell number and asked her to call me on that number rather than my home number as I can’t sit by the phone day after day to receive her phone call. I give up, I cannot reach her. Her last message was a week ago. I have called her twice a day and she does not return my phone calls. It is now obvious Sears does not care about customers!

I have now been without my sewing machine which I loved (and it sits in a solid walnut cabinet). I have not been able to do any repairs or make any clothes for my grandchildren because of Sears. Sears use to be such a wonderful store. What happened? Blue Ribbon Service is non-existent service and only frustrates a prior happy consumer.

I am now in my late 60s and in two weeks we leave for a condo in Florida because of my health.

My question is, what is Sears going to do about a customer that has a life time warrantee that is being ignored. How can I get to anyone to deal with this problem.

I purchased a new 2, 000 tv on October 30 2010. The eveneing of December 11 2010 it stopped working, 41 days after purchase. The front of Sears reciept says I have until Jan 29 2011 to return it. I called the number of the store on the reciept and after a few menus spoke to someone named Sheila. I explained the situation and she said the store had one in stock and I could exchange it. So I packed the 60" TV into my suburban and drove to the store. The merchandise pick up folks took it out of my car and said I needed to go to the electronics department to make an exchange. As soon as I got there the salesperson said I was past the 30 day return period. On the back of the reciept it does say 30 days for electronics. I asked to speak to a manager. The manager was adament I could not exchange it. I understand the coprorate policy but what I dont understand is

Why did Sheila tell me to bring it back? The store manager said there is no Sheila. I beg to differ, I spoke to someone who claimed to be Sheila that morning. He stated she was probably with custoemr service. My response was she was trying to give me customer service and he was not.

The store manager is there to make decisions. I am positive that he has the authority to make decisions that will help improve customer relations. In this case he did not. His name is John Bradshaw and he is actually the assistant store manager. He made a bad decision by not allowing some flexibility when 2 different faces of sears at at conflict (Sheila, John and their Reciept).

I have had to call the manufacturer (Sharp) who will come and service my TV in 3 days. So no tv for at least 3 days and if they need to remove my TV to service it, who knows how much longer it will be.

Sears could have made the right decision but they did not. John Bradshaw has caused a Sears customer to not be. I will not make any large purchases from Sears again and I hope those reading this forum make similar decisions. Sears does not deserve to be in business if they cannot manage their relations with their suppliers and force customers to comply with "strict corporate policies" with no room to make appropriate decisions.

there is no customer service, you go to the auto section, ask for a part for a big ticket item you bought from them, then wait till they figure out which of them actually wants to spend a minute with you, to tell you that they dont know where to get any parts, and or how long it will take to order, or if they can order or not, .
i spent an hour confirming what i have always believed, there is no customer service, period,
my family doesnt ever shop there, unfortunately i thought i could give them another shot.

I recently purchase an item at the Sears tools department. After my purchase, I was told to register my Protection Plan Online and it was easy and simple. The gentleman cashier underlined the 'needed' information, for when it was time to register my Protection. I thanked him and was on my way.
This morning, I tried to register my Protection Plan.. Online, @ searspurchaseprotect.com I followed all the step in making an account with the Protection site, in order to input my reciept information. Three [3] times it told me my information could not be found. Immedately I called the Sears where I purchased my item, to ensure that they had indeed put my Protection on my Item I had purchased. Without friendly help, the first gentleman I spoke with, cut me short of my explaination [after he had asked me how he could help. He didn't let me answer...] I was in the middle of my answer of how he could help, when he just puts me on hold. I of course called back and this time asked to speak to the manager. The lady that answered explained it was 'busy' there and wondered if she could help. I explained that I wanted to speak to a Manager, and finally but hesitatedly let me speak with. That manager was eager to get off the phone with me, without a true customer service of letting me speak, one of the rude Customer Service I had just recieved, and two in trying to then relate my original question about my Protection. Finally after, asking her to stop interupting me and just let me ask my questions, she tells me that the cashier last night was mistaken and I could not register my item until 48 hrs after purchase... She instantly told me, that she could be of no help, and that I should call the Protection Customer Service. After she rudely hung up [again before I could speak] I called the Protection Plan Customer Service.
When I spoke with a Michael, he jokely [as he laughed] told me it wasn't even neccessary to register my plan, for it registers automatically after 48 hrs. So after wasting an hour on trying to recieve help on this, it was for nothing. I asked to speak with a manager and he refused to allow me to speak with one. I will never again purchase a Protection plan with Sears. I intend on reurning the product to the store which I had bought it from...and not do service with them again. That is how strongly I felt about the whole situation. And when they ask, I will mention all of this...
Sears never use to be this way, I don't know if that people just don't have the time to take care of the customers anymore, but I know, with all the other stores that wants us to shop in them. People with money to spend, want to spend that money, where the Customer Service comes first. Why waste money on a heartache of dealing with rude people?

I have determined in my dealings with Sears over the last few months that they have absolutely no interest in customer satisfaction or standing behind their service promises. I am not an avid Sears shopper, and if not for a good deal now & again, I generally take my business to their competitors. I shop with Sears competitors not because their prices beat Sears (usually you can find a bargain at Sears). I shop with local competitors (JCPenny, Kohl's, Best Buy) because of great level of customer care & service I receive when I patronize these businesses.
Over the last six months, I have encountered three different incidence of poor customer service in my attempt to give my business to Sears. In Sept 2010, I purchased a deep freezer online, after waiting weeks for it to come in stock it was delivered with a huge dent in the lid. We contacted the local Sears that shipped the unit & were told that it would be our expense to return the damaged unit for a new one! Once we got the unit to local Matteson store, we were told no more were in stock & we'd have to wait even longer for a replacement. There was no attempt to rectify the situation; neither to accommodate us for our inconvenience for an issue we clearly had no hand in creating. At the very least another unit could have been located at another store & delivered free of charge to our home. Yet, the situation was grossly mishandled, and we left very dissatisfied.
In November 2010, on an unrelated issue, I contacted Sears repair to set up an appointment to service my KitchenAid Superba stove that I've had had for years. It's a purchase my husband & I made at a Sears outlet appliance store during happier times as Sears customers. The repair went well... at least I thought it had, until recently when my 90day warranty (from the service call) was due to expire Feb 13, 2010. Basically, the customer service issue behind this (making a long story short) is the technician that made the initial service call- ID 0936336 DEON... He advised us about preventive maintenance on our unit & the replacement of a broken glass in the range door. He explicitly explained to us that under the 90day warranty if we wanted to replace this broken glass (which had nothing to do with our initial service call) that we could do so without incurring another service call charge as long as we did so before the end of the warranty. He even quoted the approximate cost of the repair & let us know to just contact repair at a later date should we decide to do so. We were very appreciative of his service & information that day. Fast forward to near the end of the warranty period, we decide to go forward with the suggested repair; only to find out that that information was incorrect & if we wanted said repair it would not be without an additional service call fee. I spoke with the technicians (936336-DEON) supervisor and was told that the tech recalled this visit back in Nov 2010; and he unequivocally never explained that to my husband and I! I was absolutely disgusted! Stand behind the information you give to your customers! If you gave incorrect information, admit that you gave wrong information. Don't tell a bold lie! You can vividly recall a service call in Nov 2010 (when I'm sure he's had numerous clients since that visit) and say with absolute certainty that you never gave us this information! The supervisor did attempt mildly rectify the situation by offering the service call for $30 off, but I was no longer interested in dealing with liars and a store that tramples on customer service & satisfaction like a cheap, filthy alley rug! I would gladly pay a competitor FULL PRICE for a service call & the repair than to give Sears another chance disappoint. It's a matter of principle and standing on your word.

Lastly, and I can assure you this has sealed my fate as a future Sears customer...
I recently (Dec 2010) placed a layaway order on Sears.com for pick-up in the Matteson, IL store. I made all of my payments online & even paid it off months ahead of time. I went into the store to pickup the layaway and while the store registers were showing my layaway paid & available for pickup; the Merchandise PickUp area computers showed a balance & would not allow the associate to release my items. I was told all managers were in a meeting & promised a call to resolve the issue. I left without my merchandise (irritated at my lost time & energy); yeti appreciated that the associate really was doing everything he could, yet it was not an issue he could resolve. The next day, having received no calk from any Sears management regarding my issue, I went back to the Matteson store (I'd printed out all of my online receipts, showing exact payments & payment dates). I encountered the same problem. No manager was available on-site to resolve the issue- Brenda Lang (a CAC Lead) spent 30-45mins on the phone with Sears.com in an attempt to resolve (while I waited). After an hour, Brenda advised me that she was not able to resolve the issue. She said she would refer it to Jamie Bartnicki, the Operational Manager. I left Sears for the second time (after wasting over an hour of my time) without merchandise that was paid for and supposedly avaiable for me to pick-up. Let me again point out the issue was within the Sears Matteson Merchandise PickUp computers. My account on Sears.com clearly showed my layaway was paid in full since Jan 25, 2011 ( I attempted my pick-up Feb 21, 2011). The Sears customer service registers showed balance due on my layaway.. I even printed out all of my payment receipts from Sears.com showing paid in full. And Brenda was told by a Sears.com online representative that on his end, my account balance was $0. Yet, because the Merchandise Pickup crew/area in the Matteson Sears can't get their computer information up to par, I had to be inconvenienced on three separate occassions before I was finally able to pick up my order. Brenda Lang did contact me later the day of my second visit to advise me she was looking into the situation & apologized for my the inconvenience. After expressing my utter & total dissatisfaction with Sears overall, she told me that since the problem was on their end I could come back, pick up my merchandise & they would figure out the issue on their end later. That is exactly how it should have been approached from the beginning, since it was clearly not my problem to start with! Needless to say, when I went in to pick up items, Brenda Lang was not available, I had to explain this situation AGAIN...wait, AGAIN! and when my items were finally given to me one of the items from my order was missing! Unbelievable! WHERE IS THE CUSTOMER SERVICE?
A Manager has yet to call and address the situation. Not even a call to see if everything finally worked out. SEARS SUCKS!

I'm EXASPERATED, DISGUSTED, AGGRAVATED and IRRITATED with SEARS ON SO MANY LEVELS YOU WOULD NOT BELIEVE!
I ABSOLUTELY FROM THIS POINT ON GUARANTEE I WILL NOT BE SHOPPING AT SEARS IN THE FUTURE & EVERY CHANCE I GET I WILL BE LETTING OTHERS KNOW THE TERRIBLE SERVICE THAT THAT IS ASSOCIATED WITH THE SEARS NAME!

This complaint is about Sears and it Social Media Escalations Team for Facebook. My washer remained broken for 3 weeks while "technicians" ordered the wrong part twice. Sears gives you a window of 8 am til noon or noon to 5 pm. My scheduled time on all 3 occasions was 8 am til noon. Not once did the technicians arrive on time...only after noon or closer to 1 pm. On the 3rd occasion 2 "technicians" had to come and repair the broken washer. The Social Media Team is nothing but a "I'm Sorry Department", and there is really nothing they do as a team to correct any situation. Finally after 3 weeks the washer is repaired, and Sears offers me a $25 dollar gift card. I told the Social Media Escalations Team to put that card where the sun doesn't shine. I will never purchase another product from Sears again, nor would I recommend to anyone to do the same. At one time Sears was a good store...now it sucks the big one.

I have been a customer of Sears for a very long time. Quite often, I shop at Sears Outlet store on the corner of University and Forsyth Road. I made multiple purchases through out the years for my home and my business and I have never had a problem with them up until now…

A little over a year ago, I have purchased a microwave. It cost us about $400-500. Not even a year later, it just stopped working. I got a technician to come out and fix it. All that was wrong was a fuse. I also had one of my employees come out and help the person to fix it… After 15min., he changed it and gave me a bill for $160… I was very unhappy, especially after I found out that the microwave that I have purchased was actually 5 years old! I was not aware of that….

A few weeks after fixing the fuse, the handle broke off. It looked as it was burned… ANOTHER PROBLEM! As an unhappy customer, I finally made myself to call the store and see if they can fix this problem.

I had my assistant calling sears… I guess they do not have a customer service department because it took forever to contact anyone that could help. After multiple phone conversations, she has been told that an escalated email was sent to corporate and someone should contact you. 48 hours later, no one contacted me… Making more phone calls to the point where one of the representatives told her we would not do anything about it.

As frustrated as I was, I personally went back into the store to speak to a manager… Come to find out a manager has been working only for couple of months and he can not do anything about it. We have been told he will email corporate AGAIN….

After another 48 hours, no one contacted us… My assistant once again had to call the manager and ask what is going on. His response: “Oh! They emailed me back yesterday, saying that they won’t do anything about it.”

I keep finding out that customer service is not one of the first priorities to businesses these days… It is extremely disappointing, and as a business owner I look at is as failing to do your job providing service to the public.

The Customer Service I receive through this company it is worst. I think my new name is " that is not my problem, transfer". All I am still trying to figure out is what department I speak to when Sears' own technicains say, "I can not service your internal A-coil on your A/C unit because the access panel is against the wall, this unit is installed wrong." Even better than the transfers is, "Oh they will get back to you in 24 hours." Why do i have to call every day if they are going to get back to me in 24 hours, which they don't. I am done with ALL OF SEARS, if I ever walk into their store that means I am blind and the dog leading me didn't know any better.

They took my VISA over the phone at a store but would not take it for shipping cost. Then they said they would not be able to help me unless I cancelled the order and let them hold my money for 7-10 business days. Was on the phone from 4:15pm my time until 7:10pm my time trying to get help. Finally they turned me over to Eric in the Escalation Group who told me that there was nothing they could do to help me and they kept trying to tell me I did not place an order using my VISA on the phone yet they were looking at it at the same time I was from the sales check # and the confirmation e-mail. I will never purchase anything else from Sears. NEVER. If I had a flat tire in their parking lot I would walk home in hurricane force winds and rain before I would let them "assist" me ever again

I am and have been a sewing machine service tech for 35+ years. Bring the machine back to Sears and they will correct the problems you are experiencing under their warranty on the service job you just had done. Any competent tech should be able to fix those problems in a half hour or less. Expecting free service for the rest of your life is absurd. Read your warranty and you will see that the "lifetime" portion of the warranty is only for parts that have "manufacturing defects" (not worn out), and labor is not covered at all. Most people would agree that if the machine worked well for 48 years, there could not have been any defective parts, parts do not become defective, they are either made correctly or they are not. Your machine has worked for all those years, it needs servicing, it is not defective...

Sewing machines warranties are usually
- 90 days to 2 years for most parts and labor.
- 1 to 5 years for the motor and electronics (labor excluded).
- 20 years to lifetime on "defective", parts (labor excluded).
There is no warranty on worn parts.

3 clerks standing around and 1 customer (me) - and between the three of them, they couldnt ring up a sale at the right price! - What's happened to this store? Sears used to be a step above the other big box stores. Not anymore. Hire the bottom of the barrel and your store becomes "bottom of the barrel". See you at Wal-mart (wish I had a better choice...)

K-Mart bought out Sears. So, what do you expect? And I hate Walmart, too.

My mom worked there for 25 years. It used to be a pretty good store.

My nightmare started by going to the Sears store at the Town Center Mall in Boca Raton, Fl.I needed a Air cleaning machine(for allergies), and asked for help.A man came over, I told him what I needed, he basically said"you have to read each box".Then another woman came over, said they couldnt plug in any, I would have to buy them, and return if I didnt like it.I left the store.Went online, found the sears outlet website.I didnt know they dont deliver.When the transaction went through, I immedialty emailed(the store is in California, Im in Florida, to cancel.Then I called the # on the website-[protected], s/w Elisa-said the system was down.I called 2 hours later-s/w Stacy-she tried calling the store, no contact, she left voicemail.And gave me the # in California to call.The next day Alice from that store called me, said she couldnt credit me, I would have to call Citibank(who issues the card).I order things from every store online, Sears is inept.They should deal with the problem.Today I called the # on the back of the card-s/w Frank, who basically told me I would have to wait for the item to post.I am totally discusted with Sears.How many people do I have to speak to? to resolve this

I haven't been in one of their stores in many years. But since K-Mart bought them, they're doomed to failure. Did you ever go to one of their American Fare stores? You couldn't leave the store without some goon going through your stuff and examining your receipt. They failed here.
And I don't think anyone will miss Sears and K-Mart. Except the mediocre employees and their supervisors.

Just like the United States of America/Peoples Republic of China merger.

That's it.A Red Chinese colony. We need to practice our chopstick usage. And bowing.

I have 'been an owner of Sears Lawn Mowers for over 25 years. Last year (2010) I purchased a New Riding Mower from the local Sears Store in Albany, Georgia. I used the Lawn Mower approximatley 6 times in 2010 with no problems. Then in the Spring of 2011, I cut grass 1 time. Then the next time I statrted to cut grass the Lawn Mower would not start. I contacted Service and scheduled an appointment. The Technician came out 10 days later checked the mower and said it had a bad "cam". The Tech ordered the "cam" and told me he would be back when the part arrived.A few weeks passed and I loaded the Lawn Mower up and carried it to the local Sears store I purchased it from and talked to the Manager(Stacey). Of course there was nothing he could do for me except to schedule an appointment. After talking to him and trying to get them to either refund me my money or replace the Mower I left there with only a scheduled appointment and high blood pressure. After waiting for several weeks the Tech returned and replaced the "cam". I then attempted to cut the grass and did for about 20 minutes until the Lawn Mower stopped running. I again contacted customer service and scheduled another service call. I was lucky enough to have a Technician stop by and check the mower the same day. The Tech checked the Mower and told me the "coil" was bad and that he would have to order the part and he would be back in two days to fix the Mower. Now I have been waiting for 11 days and still noone has showed up to fix my Lawn Mower. So I call customer service again to find out when they are going to fix my Lawn Mower I haven't been able to use in 3 1/2 months. Of course I get transferred from one person to the other and stay on the phone for over an hour and guess what?, still waiting on parts and no satisfaction.
Well I know I'm not the only customer that's having problem's with Sears or waiting on parts, I WOULD JUST ADVISE EVERYONE TO KNOW HOW SEARS TREATS THERE CUSTOMERS. I WOULD TELL EVERYBODY TO STOP BUYING FROM SEARS BECAUSE OF THE WAY THEY TREAT CUSTOMERS AFTER THE SALE.

NEVER EVER order from Sears.com. I ordered two Christmas presents on Dec. 11 and I am here on the 20th with nothing. The camera I ordered was damaged before it even reached UPS to be shipped to me. I was assured that a new one was on its way and would be here by the original shipping date. When I called customer service for an update, I was told the camera had not been re-ordered for me. My camera was not on its way...it was cancelled without telling me. She asked if I wanted to reorder it, and I said yes. She did not mention to me that I would now have to pay the non-sale price ( I bought it on sale) and would have to pay $22 for shipping ( I had free shipping) The second item was delivered, but was not what I ordered. It was also broken. When I called customer service, they said I needed to wait for a shipping label and would need to reorder the item again on my own. They give me a broken piece of crap I paid $60 for, and now I needed to reorder the product I actually wanted for another $60. Customer service has been a joke, even the supervisor was rude and insulting. I receive canned emails from customer service that have little to nothing to do with the situation. NEVER ORDER FROM SEARS.COM

Yeah, Singer in the [protected] period had a computer sewing machines with a lifetime warranty as well. We were dealers for Singer at that time. But...if you read the warranty it really only had 90 days labour. And a lifetime on defective computer boards, lineal motors and such. After Singer realized that it was killing them to repair under warrranty 6-7 years later they asked the Govt for a ruling of what a lifetime on appliances of this type was. Turns out in the sewing world at that time it was 7 years. Thats for the singer 2000, 560, 2001 and 2010 series. Cant even get a board for any of those machines now, and its a fortune to rebuild them But they sure sold a lot of machines with a lifetime warranty printed on it. I still get folks bringing in the warranties and screaming at me that I am ripping them of by charging them.

Sears had sold me a treadmill that I have already ordered and paid for. I was assured that I would be contacted when the delivery arrived to the warehouse and they would deliver it right away. Here was problem #1. Sears did not call when the treadmill arrived to Kelowna. I had to personally contact them to ensure that it arrived on time. Here is problem #2. The delivery man was on vacation and did not answer any of my phone calls. He didn't even bother to leave a message in the 4 day time frame. Usually, this would not frazzle me, however he had promised me PERSONALLY that he would deliver it that day it arrived. Problem #3. Finally I had made an appointment with the delivery man and set up a specific time. HE DID NOT SHOW UP. Ever. The whole entire day I contacted him, but he did not come. Problem #4. Angered by the lack of customer service, I went to Sears to cancel the order. However the transaction went through and they did not give me back a full refund, I complained to the manager about the lack of service here, and she only gave me disrespect. Would not listen to a word I said and spat on all my words. Is this how customers should be treated when they are buying merchandise around $1000?