On May 12th I placed an order online to buy a Microwave. I received a confirmation email from Sears informing me that the estimated delivery date was May 14th. By May 22nd I hadn't received the package so I proceeded to call Sears. In this call I was told that the item had already been shipped and would arrive on Friday May 24th. This was somewhat reassuring as I was hosting people over Memorial Day Weekend so the Microwave was an important item to have by then. I patiently waited until May 29th and since I had still not received anything (not the item, or an email) I called them for a 2nd time. In this occasion I requested them to cancel the order but I was told that they couldn't do it and that a store manager was generating the shipping label and would contact me with tracking information (yes, they lied to me the first time and they hadn't shipped the item). As a compensation they gave me an additional 10% off (lousy compensation for having to call them multiple times and the amount of lies). Nonetheless, I waited for an additional 4 days, and given that nobody had contacted me I decided to call them once again. On this 3rd time they just told me they would cancel the order and refund my credit card (apparently they were indeed able to cancel the order, and yes, differently from other vendors Sears charges your credit card when you place the order, not when they ship it or process it).
Overall I am extremely disappointed with the service that Sears gives:
1. They never shipped the item or contacted me in any form
2. When I contacted them they lied on multiple occasions
3. They charge your credit card before processing the order and claim that they do not allow for order cancellations even before shipping the item (which is ridiculous since you can return it once you receive it)
4. The only pro is that their phone service doesn't keep you on hold too long, which is extremely surprising given the number of complaints that they probably get. Kudows for that.
My 82yo mother's refrigerator was leaking water. I called Sears because I believed they were a big company that has been in business for years and could be trusted to have fair pricing on service calls/repairs. The technician found that the drain was clogged with a few pieces of paper. He removed the paper, was there less than a half hour and charged my mom $182.70 (Gave her a $20.00 discount, as it would have been $202.70). Really???!!!
I called to complain and was flabbergasted by the responses from the Sears consumer complaint staff. I talked with three different service representatives - getting different responses from each. The first took the information, but wasn't very helpful with the complaint process. The second told me she would give my mom $25 off, and I better take it now or it would be off the table and she possibly would get nothing off if I talked with a supervisor (she claimed none was available at the time for me to speak with). The third was going to give my mom $40 off, but couldn't understand why I was upset, "the service man came and fixed it - the cost is the cost". All three told me that the initial $79.00 service call fee was for "just walking in the door". None of the three could explain how the service man came up with the price.
I became curious because most service call fees are applied the total cost of the repair. I called Sears Repair Center to ask about the fees for repairing a fridge. Natalie told be it would be a $65.00 fee to come out, but that fee would be applied toward the repair. Two minutes later Raymark told me it would cost $75.00 fee to come out and that the fee would be applied to the repair cost.
So everyone at Sears has a different story and Sears believes that removing a few pieces of paper from a drain costs $202.70. Sign me up for that work!
Stay away from Sears Repair Service, it is not a reputable company!!!
I have been to Sears a few different times and found the same lack of service each time. I could tell they didn't seem to want to help me because I am young. I am a manager at a major retail company, own my own home, and have plenty of money to spend. I managed to walk around the entire store with not one employee greeting me or offering me service even though there were more employees then customers. Yet I saw men older then myself getting all the help they needed. They sure missed out. I have bought appliances, all my yard equipment, patio furniture, tools, clothing and everything else for my home elsewhere. For the one thing I did buy, a bike pump, I had to walk further into the store just to find someone to ring me up. Their checkout process took forever. He rung me up on an iPhone and then had to go over to another department to get my receipt. His only words to me were "your're all set!". Never asked me if I found everything I needed and never once thanked me for my business. For a company with such an uncertain future, they are not trying very hard to draw in new customers. With so many company's offering new innovative products and high levels of customer service, I would not waste your time with Sears
Sear's stores in the U.S. look so sad and lonely. They really should fire their CEO and get someone who wants to upgrade and restock their stores. I used to buy almost everything at Sears, I even used their auto shops... but not anymore. They have gone way, way downhill and I don't know if they can be saved or not.
I bought an $800.00 gas range but did not buy the extended service contract. After 14 months the $400.00 computer failed so that nothing except the top burners would work. I complained to the store where I purchased the stove and they would not even try to get the repair cost reduced after only 2 months beyond the warranty. I gave the stove away and went to my local Maytag dealer and purchased a nearly identical stove for about the same price. I did buy their extended warranty and got 5 years of protection for less than what Sears wanted for one year and which included PARTS AND LABOR! The stove is now over 2 years old and has had zero problems. I told the store where I purchased the Sears stove that based on their total lack of customer support and poor product life span, that I would never again purchase any product sold by Sears. I did relent and bought 2 tools from a Sears store that was going out of business. Probably due to the same sort of service that the original store provided.
It took 7 WEEKS and 6 hours of phone calls (to India) to FINALLY get a refund from an order. I ordered 8 items and my credit card was charged over $80 THEN THEY cancelled part of my order - turns out the items were not available - BUT every phone call about where was my order I was told something different like it is in transit, it will arrive by ____ date, etc. Turns out they sent two items totalling $28+ but never refunded the remainder of $53+ to my credit card. Each time I was told the case was being reviewed and to give it 3-5 business days but the amount wasn't put back on my credit card. Try to speak to a case manager - ha! Good luck. You have to stay right on top of any refunds or they blow you off or hang up on you! FINALLY one supervisor manually put my refund in the system and explained there had been a glitch. Glitch or not they won't get MY business ever again!
I ordered over a month in advance to get a product for my child for Christmas. Called weeks later to ask where the product is - they act kerfuffled and go "oh no one called you" and apparently my order wasn't processed correctly and left hanging in the system. And I was then informed it won't arrive for Christmas. Ok well that sucks. Fast forward several months. I tried ordering the same product through their site again for my child's birthday. Delivery date comes and goes. I phone "ohh, no one phoned you?" They claimed they had my credit card number wrong. I checked my credit card through my online banking and the money was withdrawn by Sears. It was credited back to my card a week or so later for some reason.. but either way they obviously had the correct card and it went through. And mistakes happen but again NO ONE PHONED ME to tell me that. So another special occasion where the gift is not showing up. Thanks Sears. The lady on the phone also tried patronizing me into a personal conversation to get my credit card number, though I kept politely saying I'm not interested anymore, and then she tries to humiliate me by saying she didn't mean to offend me and being overly personal and overbearing. Seriously, unprofessional. What is this place now a days, a warehouse run by kids?
If you need someone to drive you crazy – contact Sears home services. I have them installed my garage door opener – it only worked ones. Then I spend around 4 years calling them trying to fix it. That never happened. Eventually I became very friendly with the legal department there. That department is huge – every day they will assign a new layer with the different set of tricks to throw at you. Those layers are also very advanced in the door installations technics theoretically; in reality, you have no chance for that garage door opener to work. Stay away.
I requested service on my Craftsman garage door opener, which they scheduled a week later, in a 1 to 5pm time range. Took time off to be at my home during a weekday. When no one showed up by midafternoon, I called to confirm when they anticipated to there. The customer representative said that the log said that the technician canceled the call! Supposedly they called my phone and claimed that someone answered and said the garage door was fine! Of course, I never received any such call. No attempt to try to confirm that I was "cancelling" nor any attempt to remedy the situation. Obviously some technicians who wanted to take an extended lunch at my expense!
Sears deceitful, worse than incompetent:
http://www.youtube.com/watch?v=WpBJYlTPIsY - a 3-minute video that shows everything very clearly
June 20, 2002, 25-year roof shingles and attic vents were installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract. The salesman, Ken Campbell, recommended the Maxi Vent system and I agreed.
I called Sears the day following installation, concerned about the placement of the Maxi Vent. It is half way down the roof. The salesman came back and looked from the ground, from one side, never went up on the roof, never checked for blocked soffits or other vents interfering with the Maxi vent. Still he said there was plenty of ventilation. Against my better judgment, all I could do was hope for the best.
That summer, I noticed excessive falling off of granules from shingles, a sign of trouble.
July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. It took several calls before someone got back to me.
July 31, Sears sends an inspector, Marc Pagé, to have a look. Without hesitation, he informs me that the ventilation was not properly installed, that this was causing excessive heat buildup in the attic, and it was entirely Sears' fault. He told me that Sears would fix the ventilation and replace the shingles at no cost to me.
Meanwhile, I visit Maxi Vent website http://www.ventilation-maximum.com/English/recommendations.html and found, according to their very clear instructions, that indeed the ventilation was all wrong. (See video)
Since that time, Sears has flatly refused to fix anything. All I get from Corporate Customer Service and the local manager in Ottawa is excuses, untruths and gobbledegook.
Last year, 2010, I had the whole job redone by a local contractor to the tune of some $6,000. That included opening up plugged soffits, adding a second Maxi, and redoing the whole attic ventilation system and reshingling the entire roof.
I placed an order for Christmas on sears.com on Dec 12. On Dec 20, the item still hadn't shipped. When I finally contacted Sears, I was told that the expected date of delivery was Dec 29. I was also told that since the idem was delivered by another vendor, Sears would accept no responsibility. They claimed that this was explained on the sears page for the item, but when I searched for the item, it said the page was no longer available. They promised to send me an email with my options, but did not do so.
OMG, what a headache. I purchased $7000 worth of appliances. Sears came, installed and left. A week later the stove caught fire. Come to find out they incorrectly attached the cord to the back of the stove. The electrician said if the breaker didn't pop, my house would have burnt down. Then, they denied the $75 rebate on the delivery because I didn't purchase delivery. Hello??? The rebate was for the $75 delivery and it's on the receipt I sent. Also, the salesperson said the LG refrigerator I purchased was EnergyStar and eligible for one of those government rebates. Guess what, nope. When it was rejected I called to ask why and the city said it wasn't a fully energy star product and the list can be found on energystar.gov.
Did I mention this has been going on since before Christmas and it's almost the middle of February now. And, they don't even have the decency to return any calls or emails.
So, I am out $220 for the emergency electrician that they said is not their fault and denied my claim. I'm out $75 rebate on the delivery, and $50 on the energy efficient rebate. Oh, did I also mention we found a huge dent in the stove when we pulled it away from the wall and my ice maker does not work. Again, not their fault. I think I'll call the local ghost team. Maybe I have an appliance entity in my house.
Aaron found this review useful
I knew that sears had a poor reputation, but they had a really good price on a fridge and I figured they can't mess it up that bad. Well I was wrong.......
On December 31, 2009 I took a day off of work to wait for the delivery of my brand new refrigerator. Once I saw the Sears truck arrive outside my window, I stepped outdoors to help the delivery guys. The first thing I saw was the delivery guys placing tape on the refrigerator to make it look new. The refrigerator was not in a box, it was standing in the dirty sleet on the side walk with nothing under to protect the refrigerator from getting dirty or scratching. I did not see the refrigerator’s box anywhere. As the refrigerator was being delivered I inspected it closely and noticed scratches in several places. Also the number “159” was written with a sharpy on the side of the door. Once the fridge was delivered, the last insult was when I noticed that the refrigerator’s doors open to the left. I was very careful in ordering a refrigerator which opens to the right. At that point I had enough and told the delivery guys to take back the refrigerator.
Of course after the new year’s party all the leftovers spoiled, since I don’t have a refrigerator. I sent Sears an e-mail and waited 24 hours but never got an answer. So I called Sears to see what's going on. The customer rep informed me that the drivers said they couldn't fit the fridge through the doors and will try again Wed. I informed her that this was a lie and I want to cancel the order. After canceling the order I received a call next day informing me that I have a delivery scheduled for tomorrow. I called again and found out that the order has not been canceled. It took me 3 more phone calls to finally get my refund. I will report this to the Better Business Beurau.
This has been a very disappointing and unprofessional experience. I’ve ordered many appliances over the years and this has been the worst experience I can remember. Sears you'll never see a penny from me EVER again
I ordered an appliance accessory, paid by credit card, to be picked up at a Sears store. The item never arrived and there seemed to be no one who could help me obtain the item or receive a refund. I tried to get a number from the website - it was a dead end. By phone, no one could help. I finally went into a store. The clerk called someone who said they cancelled the order. I then got an email saying that they would not refund my credit card. I called Discover and reversed the charge. Then Sears disputed the reversal and the charge was reinstated. Remember I never received the item. I gave up at that point. I lost $28 and all respect for Sears.
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