Sears
Reviews and Complaints

I bought and paid for a Sole F80 treadmill with free delivery at Sears in Valley Hills Mall in Hickory, North Carolina on Friday January 14, 2011. The following Sunday January 16, 2011 I received an email saying my order was canceled "based on the delivery address provided". It is an address Sears had previously delivered to as well as other retailers and is 15 miles from the Hickory Sears store. I called the local listed number for Sears and got a call center hundreds of miles from me and was told it was canceled and there was nothing she or I could do. I tried to get a number for my local Sears again so I could talk to the store manager. There is no local number except the one that goes to the call center. I would think there is a "backdoor" local number but it is not for the public. There is also not a listed email address for local Sears’s retailers. Then I wrote a letter and mailed it to the local store manager, Ms. Jeanine Norkaitis and I have not received a response from her in a reasonable amount of time and I don't expect to. Norkaitis is worthless and in my opinion needs to be replaced unless that's the way all Sears managers are instructed to operate, with no regard for their customers. In case someone from Sears is monitoring these emails my Confirmation Number was [protected]. The local floor sales people at Sears were upset at the way I was treated by management. I have now gone to another local retailer, ironically across Catawba Valley Blvd. from Sears and bought the same treadmill at the same price with free delivery. That retailer delivered the treadmill in 3 days with no problem. I received a call from a Sears executive Tuesday February 8, 2011 apologizing. I thanked him for the call but told him it was too little too late.

One week ago we got a new Sears refrigerator. After they installed it, we found out the ice maker did not work!

Okay, "stuff happens." I'll keep this short and sweet, Sears repair service department stinks big time. They are not helpful, they give you the run around and when they do schedule someone to come out they don't show up and they do not have the courtesy to call they were not coming. We waited all day and evening no repair person. I will never ever recommend nor buy any Sears appliance. They are not reliable. Buyer beware.

To Whom It May Concern:
My fiancé and I are Completely Dissatisfied with your company. After being loyal customers of yours for years, we have decided after purchasing a bed set from Sears, that we will NO LONGER order anything else from here on out. This all began over two months ago when my fiancé and I purchased what we thought was a good deal on a bed set, especially with the rebate. Once delivered, the delivery guys broke our ceiling lamp while trying to carry our box spring up our staircase. We did not report it to any customer service representatives, because we realize that sometimes accidents happen. After being informed that our box spring was too large to get upstairs, we were told that it would be an "even exchange" for a split box spring and that the delivery guys would call it in. After a week went by and we heard nothing, I contacted Sears customer service and the woman behind the line told me she would get back with me about the issue. After waiting another couple of weeks, I received an automated voicemail saying that I had to go into the Sears store so they could re-ring our order up, but that it would still be an "even exchange”. So, my fiancé and I went into Sears, explained this mess and the salesperson re-rang our order up telling us that it would cost us double the amount for a split box spring. This was the first time that anyone had mentioned this. Then, they had to cancel our order to re-ring it up, which also cancelled our rebate. So instead of basically paying $650 dollars for a bed and box spring, we paid $650 for one mattress.
After complaining about this to my mom, she decided that she would just purchase the split box spring and a frame for us since we just bought a new house and were under enough stress. When I asked her where she ordered it from, she dreadfully told me ‘Sears’ and assured me that it would be fine.
After scheduling the delivery date for Saturday and receiving a call that it had to be pushed back to Sunday, my fiancé and I were annoyed, but like I said we get that ### happens. So today, nearly 2 months after purchasing our ‘bed set’ from Sears, the delivery guys managed to bring in the new split box spring and a beat up Sear’s box with our frame in it. Upon opening the box with our new frame, we realized there were only 2 wheels in the beat up box for a frame that requires 6 wheels. Again, we called the delivery guys and they said that they would report it. Did we believe them? No. So, we also called customer service shortly after who said that it would take 7-10 business days to exchange the frame. When asking if we could just go to Sears and pick up 4 the wheels that were carelessly left out of our box, the customer service representative repeated that it would be 7-10 days to do the exchange. Like you, we work during the day and cannot set aside a 2 hour window for a new frame to be delivered and exchanged to our house.
$1, 000 later and only a mattress to show for it, we are extremely dissatisfied. Because of this horrible experience, my fiancé and I have now decided that we will not register for our wedding at Sears, buy any appliances for our new home at Sears or recommend any of our friends or family to purchase from Sears.
While I am in a similar line of work that you are in, I understand the importance of pleasing the customer and how negative buzz about your business truly affects it. I expect you to take care of this immediately, but I won’t be surprised if my voice isn’t heard by any of the robotic customer service representatives that I have spoken to so far. This experience has been handled so poorly that you have left me no other option then to put this on the social networks and inform others of this terrible experience.
Regretfully,
Michelle Becker

My satisfaction with the contractor A&E technician that Sears sent was good (4 out of 5 stars). However, my experience with Sears Customer Service was beyond a nightmare. Sears has completely lost a customer, plus my family members. I will never go to buy one product or request a service from them.

I had a water heater repair on 01/05/11. After the repair, it broke down on 1/27/11. I called Sears again at 8am and made an appt. for 1/27/11 between 1-5pm for an emergency water heater repair, which by the way took 3 Sears reps on the phone to set the appt. No one called, left a message, or showed up that day. I call Sears again the next day 1/28/11 and a Sears rep tells me there was no appt. set up! I then ask to have a repair done that day 1/28/11 since it was a mistake Sears made. After speaking with literally 9 Sears reps, including a supervisor who said would call me back, but never did, got no where. It was completely exhausting because everytime they passed me onto a new rep, I had to explain the whole story over. Finally, I gave up & an appt for the next day 1/29/11 was made. A tech was suppose to show up between 8am-12noon. Past 12noon, no one showed, and I called Sears to see when they were coming. The Sears rep said after 12! Real specific! (sarcasm). Is it at 5pm?! 8pm?! 10 pm?! Because they're all after 12! They told me they would put in a request to the Tech to call me to let me know around what time they would be arriving. No one called again! The Tech came past 3. I was scheduled to work that day, but I couldn't go in. I couldn't even run errands.

My wife and I purchased a Kenmore front loading washer and dryer from Sears on May 17, 2010, in Rochester Minnnesota. In January of 2011 the dryer stopped heating. A service call was made, and the technician discovered that the thermostat(heating regulator) was the wrong model. How was this not caught in production? I would think that the production facility would have a QA team with the same tools as the technicians have. A diagnostic check at the end of production would have caught this. Better yet, why were the wrong parts put on that production line? There should be controls in place which prevent the mixing of incorrect parts when setting up the line for a specific model. This makes me nervous about what else might fail on my dryer or washer. Are there other bad parts, which may lead to my appliances starting a fire? My confidence and respect for Sears used to be, "this is the place to buy appliances". Now it is "tell my friends to avoid sears because they do not seem to care about quality any more". The salescheck number is [protected].

1/4/2010

To Whom It May Concern:

As a former loyal Sears customer, I would like to express my disappointment in the service I recently received by your company over the past month. On the morning of 12/4/2010 I had a flat tire, because I had originally purchased the tires from Sears I decided to take my car to the Sears Auto Center located at 2300 Tyrone Blvd. N. St. Petersburg, FL 33710. I spoke with the sales associate and told him about my tire and requested that the problem be fixed and my car serviced (oil change and standard fluids). He told me that they would check out the issue and get back to me via cell phone as to the problem.

I left my car at your Auto Center for well over 4 hours, ample time for the technician to address my issue and service my vehicle (oil change and standard fluids). When I returned I was informed that the issue was a nail puncture and that they removed it and patched the tire.

Later that evening I noticed that the tire that was patched, the front passenger side tire, was flat again. The next morning I took my car back to the same Sears so that your business could rectify the problem immediately. I originally brought my car to Sears on the 4th because I had a long period of time that I could leave it but on the 5th I was extremely pressed for time. After extolling my frustration about having to return the second day, the associate assured me that my car would be diagnosed and ready to go in 30 minutes. I left my car and went to grab a quick breakfast.

When I returned 30 minutes later my car was not finished. The technician did not call me even though he had my cell phone number to tell me that it was going to take longer than 30 minutes nor did he call me to let me know the real issue was with my tire.

The issue was not a nail at all; in fact it was that the tire was cracking. The technician explained that it was a factory defect and was partially covered under warranty, and that they had a new tire and could replace it for $80. With reluctance I agreed to the new tire and had to wait another 45 minutes to have a new tire installed, this process could’ve been started earlier if the associate just would’ve of called me while I was at breakfast rather than waiting for me to come back. As I drove away from the service center my washer fluid light came on which was supposed to be taken care of when I paid for the oil change and fluid services the previous day.

On Monday the 13th I drove from my home to work (approximately 35 miles). When I arrived at work I could hear air leaving my tire. I took my tire to the Sears Auto Center located nearest to my work at 599 Westshore Plaza, Tampa, Florida, hoping for better service than I had received at the Tyrone Mall location.

I informed the technician about my previous experience at Tyrone and what I was experiencing now with my tire. I asked him to remove all of the tires and check them for any cracks, defects, or punctures. I also asked him to top the washer fluid off since the other Sears Auto Center hadn’t done so. He assured me that the job would be done promptly and they would contact me when they had discovered what the problem was.

I had returned to work and after 2 ½ hours later I called the technician back. He said that they didn’t find anything with the tire or any of my tires. He told me that they took all of my tires off and put them in the dunk tank and nothing was wrong with them. I asked him to please check again because I could distinctly hear the unmistakable sound of air hissing from my tire.

He got back to me 3 hours later and said that nothing was wrong with the tires. I picked up my car and when I returned to work I noticed that my washer fluid light was still on and that I could still hear the tire hissing. When I left work that same evening, sure enough, my tire was flat again after being at your service center just hours before and the technician telling me there was nothing wrong with my tires. I had to pump my tire up and I took it to my local Toyota dealership. Both technicians there immediately heard the hissing from several feet away and took my vehicle.

The Toyota dealership called me the next day and told me that the tire would need to be replaced because there was excessive cracking. The tires that I had on my car were Goodyear tires exclusively sold at Sears. I called the Sears Auto Center that I took the car to the third time. I explained to the gentleman on the phone about my saga and how I needed a new tire. He did not apologize for the lack of customer service that I received from his store and proceeded to tell me that ordering the new tire would take a week and offered very little sympathy for my situation. I then called Goodyear directly to see if I could purchase a tire from them and they told me that only Sears could sell me that tire.

After becoming beyond frustrated I called the Toyota dealership back to see if I could just deal with them since Sears obviously did not want my business. After a deeper examination of my tires the dealership found that all three of my tires had cracks in them (see pictures attached). The technician told me that I would need to replace all of the tires.

I was also informed that if the Sears Auto Center took all of my tires off and examined them like they had claimed they would have noticed it right away. I am not only astonished by the service, lack of knowledge, and shear incompetency of the Sears technicians. It is apparent that honesty, fair business practices, and my safety is not a concern for Sears Auto Centers. In an effort to right this situation, I expect to be refunded for my brand new tire that I had to buy from the Sears at the Tyrone Mall. I would also like a formal apology for all of my time, frustration and money that I had to spend that shouldn’t have happened if the technicians would have done their job adequately.

I have always been a loyal customer and I never thought I would have to go through such an ordeal over tires and especially not with Sears. Please right the situation at hand.

Attached you will find the three receipts from the three different times I had to go to Sears. I have also included the information from the dealership on their findings.

I get a response from Sears auto center and they refund my tire. However, i mailed the letter with attached pictures the same day that i posted this on a comments page for Sears.

so then an email chain develops with me and a sear blue ribbon customer service guy who sucked. Sorry its long but please please do not buy anything from them

And we Thank You for being an absolutely wonderful customer and accepting the offered concession. Thank You for your loyalty to our company and you have a wonderful day as well.

Thank you,

Jacquese Calvert

Blue Ribbon Service Case Manager

[protected] Ext 12

________________________________

Sent: Tue 2/1/2011 1:59 PM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326

You also had my cell phone that you chose not to utilize. I really do not want to get into ethical debate with you or your company. Or discuss morality or safety for customers. Thank you for hard work on the gift card. I really do appreciate the efforts you have taken to ensure that I will continue to shop at Sears. I hope you have an absolutley wonderful day.

Take care and best of luck as an executive case manager.

________________________________

From: Blueribbonservice2
Sent: Tue, February 1, 2011 1:45:44 PM
Subject: RE: Sears Case 3464326

I have provided you my contact information so that you are able to contact me at your convenience, it would not be ethical for me to contact you on your work phone with personal business and again I do apologize. We will process the gift card and it will be shipped to you ground mail within 7-10 business days, we will also provide you with a follow up call/e-mail to ensure that the gift card is received. If you have any additional questions or would like to speak with me further please contact me at your earliest convenience using the contact information below. We sincerely apologize for the inconvenience suffered and thank you for your business and feedback.

Thank You For Choosing Sears,

Jacquese Calvert

Blue Ribbon Service

Executive Case Manager Specialist

Sears Holdings Corporation

Phone: [protected] Ext. 12

Schedule: Monday - Friday 9am to 6pm

Email: [protected]@searshc.com

________________________________

Sent: Mon 1/31/2011 3:23 PM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326

You have my phone number to call me. You never called me. Send me the $50.00. I guess that is what you feel is sufficient for everything that you caused me including not taking my safety seriously. I will make sure that when I do my promo for the Toyota Dealership and how well they took care of me, I'll be sure to mention the wondeful gift card.

Thank you for effort, time and overall service.

Sincerely,

- a loyal sears customer.

________________________________

From: Blueribbonservice2
Sent: Mon, January 31, 2011 3:57:35 PM
Subject: RE: Sears Case 3464326

I have checked the letter that you have sent to our company and it does not say that you were refunded, it does state, and I quote "I have always been a loyal customer and I never thought I would have to go through such an ordeal over tires and especially not with Sears. Please right the situation at hand" which led me to believe that you had not been refunded and needed further assistance addressing your concern. We appreciate you taking the time out to provide this feedback and it has been forwarded to the appropriate channels, I do understand that you will no longer visit our Auto Center however I would like to know if you would continue shopping Sears Retail. We would be more then happy to provide you with a $50.00 gift card if you would like to continue shopping with our company.

Thank You,

Jacquese Calvert

Blue Ribbon Service

Executive Case Manager Specialist

Sears Holdings Corporation

Phone: [protected] Ext. 12

Schedule: Monday - Friday 9am to 6pm

Email: [protected]@searshc.com

________________________________

Sent: Mon 1/31/2011 10:57 AM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326

Jacquese,

You are furthering my view that Sears is an inept and incompetent organization. If you check your records, I have already been issued a refund for the tire. The point of the letter wasn't to get a refund, I expected that getting my money back was the least that you were going to do. Instead the point of the letter was more to let you know the ordeal that I had to endure with your company which resulted in the refund of my tire, a lost sale for you, wasted time for me, and severed customer loyalty.

________________________________

From: Blueribbonservice2
Sent: Mon, January 31, 2011 11:25:13 AM
Subject: RE: Sears Case 3464326

I have reviewed your letter and it is my understanding that you are requesting a $80.00 refund for a tire that was replaced due to a manufactures defect, am I correct in my assumption? If I am not please briefly explain your concern so that I am able to address it accordingly.

Thank You,

Jacquese Calvert

Blue Ribbon Service

Executive Case Manager Specialist

Sears Holdings Corporation

Phone: [protected] Ext. 12

Schedule: Monday - Friday 9am to 6pm

Email: [protected]@searshc.com

________________________________

Sent: Thu 1/27/2011 1:00 PM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326

from 9-5 you can reach me at 813.288.1800 ext. 222. after that you can try my cell phone [protected].

________________________________

From: Blueribbonservice2

Sent: Thu, January 27, 2011 1:36:01 PM
Subject: Sears Case 3464326

Thank You for writing in regards to your recent concern with our Auto Center. I would like to speak with you regarding your concern however I do not having a working home phone number on file. Please contact me at your earliest convenience so that I am able to assist you additionally, I look forward to speaking with you.

Thank You,

Jacquese Calvert

Blue Ribbon Service

Executive Case Manager Specialist

Sears Holdings Corporation

Phone: [protected] Ext. 12

Schedule: Monday - Friday 9am to 6pm

Email: [protected]@searshc.com

My to be husband and I purchased a mens wedding ring on 16th December 2010 from Sears jewelery department. The ring had to be re-sized and we explained to the sales assistant (Tammy) that we were going home to Australia on the 6th January 2011 and would need the ring before we left. Tammy explained that re-sizing normally took anywhere from 2-3 weeks but assured us that she would put a rush on the re-sizing and even noted on our receipt that she would request that the ring be back in 10 days. From about the 3rd January 2011 we started to call the store to find out whether the ring was ready for pickup. We were constantly told that the ring hadn't arrived back in the store. On the morning of the 6th January 2011, we went to the store on the way to the airport and again inquired whether the ring had come back from being re-sized and was told that it hadn't. We requested to speak with a Manager at which time we met April Morgan (Assistant Manager). We explained the situation and again let her know that we had be patient and even if it was 3 weeks maximum that it too, then the ring should have been back in the store. April gave us two options, 1 that she would refund the money, 2 she would send it to us when it got back to the store. As April said that it should be back soon and we needed the ring not long after we arrived back into Australia and we wouldn't have much time to get another one resized once we got back into the country, we opted to have the ring sent as soon as it arrived back into the store. On the 24th January, I wrote an email to April Morgan to find out what had happened to the ring as we still hadn't received the ring. The reply I got from April was " I was informed by my operations manager that the ring has been refunded and a check has been mailed to you. Thank you." Can you please tell me how this is acceptable, and to make matters worse I emailed her back on the 24th January 2011 to ask when the check had been sent and today is the 31st January 2011 and I am yet to hear back from her. How can a large organisation have people that promise you one thing and then not honor that, do not give any reason for the delay and then without discussing with us, change doing what they promised and then not even return emails? I am pretty sure that something went amiss but I am a reasonable person and common courtesy would have been appreciated because we might have been able to buy another ring while we where there even if from another organisation if people had been truthful. In the end we had to make do with something cheap until we could afford to buy another ring, all because your people couldn't do the right thing. I would think in todays economy that service would have been paramount. I have been to America many times and never before had such bad service, especially when it was important.
I would like to know several things 1. What happened, 2. When was the check sent if it even was 3. I've never been one to ask but I want some form of compensation - this was unthinkable that customers had to waste so much time and effort to get service.

DETAILS
tem: Gents ring
Purchase Date: 16th December 2010
Price: $161.42
Sales Assistant: Tammy
Follow-up date: 6th January 2011
Contact: April Morgan
Receipt Number: The only number I can read now is OTT691446057
Jewelry Repair Ticket No: 1419660

I do hope you can assist me with my complaint.

Thank you

Kathy OTT (nee Kitchener)

On December 26, 2010 I get a call on my personal cell phone from Sears portrait studio telling me they had a special that included a free 10x13, no sitting fee and each sheet should be $3.99 (I at first thought it was $5.99 but I found my note book where I wrote down the information) So they asked me if they can set up an appointment for me. I thought this was a pretty good deal so I decided to book my appointment on my ONE day off of work on December 28, 2010 at 1:00pm. The photo shoot was not a problem the female taking the pictures was quite cordial and make the photo shoot quite pleasant. When it was time to review my pictures, she went over the specials they had. I then told her about the special I was booked for and she had no idea what I was talking about so she asked me to wait for her manager. This is where it all went down. She was extremely rude! Me being a manager in the hospitality industry I found her behavior so unacceptable. When she approached me and I told her about the special I was booked at she also had no idea what I was talking about and looked at me like I was crazy and said these prices did not exist as if I made it all up! At that point I did not want to select any of the pictures they had taken because I thought it was more of a waste of time. I told her to call her corporate office and see why they would call me on my personal phone, schedule me for a photo shoot and not honor the prices that were said to me. She told me she could not help me! I then just left the store. I retrieved the number that called me on my cell phone to complain about the embarrassment I was just put through! I was literally waiting for an operator to answer for over 40 minutes. This was by far the worst experience I have ever EVER had! To think we are now in January 26, 2011 and I still get so upset thinking of my day and time gone to waste to say the least! When I finally got a hold of someone on the phone I vented my frustrations of the experience I had just gone through. I felt bad for her and I apologized as it was not her fault and she understood but after going through all of that someone needed to hear me out! I told her I wanted a call back as soon as they can figure out why they have people offering specials when they don't exists! About two hours after I got off the phone with the customer service representative, I got a call back stating my information was accurate and they would call the Montebello Portrait Studio to give them the Special Code. About a half hour after I get a call from the Manager at the Montebello Sears Portrait Studio, she had a smart-alecky voice as she was telling me they would honor the prices quoted to me. She really sounded as if she was laughing at me! I NEVER RETURNED TO SELECT MY PICTURES! Deal or no deal! I was made a complete FOOL! That Manager for the Montebello Studio has to GO! Very Unprofessional! How can she make people smile to take a picture with that attitude! This coming from a Manager myself. If there is anyone from the corporate office that would like more detail then explained, feel free to contact me at [protected]@ymail.com

Took my car for inspection. After 3 hours of sitting, they called my name and said the car was finished. When I took the car home, I noticed a piece of plastic on the floor. It came from my door window selection. I immedialtly return to Sears and told them about the broken part. The manager said they did not do it. I asked how did he know? He said, "the employee said, he didn't do it". They refused to fix the broken part. I guess I'm the liar. I will never go to Sears for auto repair.

We bought a new Kenmore Refrigerator. The icemaker did not work right from the start. The earliest service appointment was a "8am-12pm" a week later. We unhappily accepted it. By 12pm Tech had not called or shown upl. Repeated calls to Service Dept got scripted "I'll pass on the message" and "I will call the service department and they will contact you." We received no response. I finally escalated to next level. After much holding I was told a Tech wold be there at 6:30pm. I asked for 8am next day and was told the earliest new appt was another week away. It's evening now and we're considering returning the item (even though our cabinets were jusst custom cut to fit it). I will NEVER NEVER buy another Sears appliance or service contract. They lost a lifetime customer.

Today [protected] in rutland vermont the temperature dropped to 23 below zero i went out to start my truck and it would not start. This is the 2nd battery i have bought under warrenty at sears. i purchaced this one last month because it was having the same trouble. I called sears automotive department and they told me to jump the battery and bring the battery in to the store. How is that possible if the battery will not start to get to the store . So i will have to call a tow truck company and have them jump start my truck at my exspence.

Sears and UPS, or Why American Consumers Hate Corporations
So just over two years ago i bought a Sears Kenmore Elite Oasis Top Loading HE Washer and matching Dryer.
The warranty expired November 2010. The door lock mechanism on the washer stopped working December 2010.
I didn't even bother trying.
So i start looking online and see it's a common problem that i'm pretty sure my mechanical genius boyfriend will be able to fix if i get the right parts.
So i figure why not go to the source and i find Sears Parts Direct online. Clearly stated Sears affiliation, i can use my Sears Card, backed up by Sears Guarantees blah blah blah.
So using the online chat feature on the site (and generally speaking, i Love this feature of the internet) we manage to quickly track down the part i need and lickety split i give up my info and they process my order.
Great, right?
Except during the conversation they twice tried to get me to sign up for some other bs, a home inspection and i don't even remember, let's say a magazine subscription. I was starting to feel a bit hucksterized, so immediately checked the confirmation and, uhoh, wrong shipping address. 7358, instead of 7258.
Soooooooo, i INSTANTLY say in my convenient online chat window, hey it's the wrong address. Oh i'm sorry, it can't be changed once it is electronically generated. I was transferred up the ladder twice to no avail. We can do nothing for you, when (and if) the package is returned, we will issue a credit at that time, minus shipping of course. They also would happily right away order another part for me if i wished. They offered me the 1-800-UPS number and tried to blow me off.
I would like to mention here, that 7358 does not actually exist, even. That address falls somewhere mid-Nabisco factory, as i live next door to the largest functioning bakery in the world.
So i already know from past experience that i am not going to be able to get UPS to change anything.
So while i'm dickering with the online Sears Parts Direct chat box i am also dialing Sears Card itself to complain.
They are friendlier, and in fact tell me they are calliing Sears Parts Direct on my behalf, but alas they can't really do anything either. I get transferred up twice again and finally land with the hope-giving Mari.
Mari immediately recognizes the situation and though she sounds about 14 has clearly dealt with this before and is prepared. Here is what we're gonna do, she says. You're gonna call me back Thursday. You and i are going to act like you just tracked the package and saw the wrong address. They won't change it for you, and they won't change it for me, but for both of us, they should. She gives the direct number for her department and tells me she's made explicit notes so even if it's not her it should be fine. Thank You, Mari!
So i call. The guy knows exactly what i'm talking about. Great, right? We call UPS together where i note he represents himself as a Sears Parts Direct employee, uh-huh... thought i didn't catch that, didya Sears? So anyway, the UPS gal says, Tom are you aware of the type of contract your company has with us? He is aware. But we are just trying to make a small correction he implores, I thought you could call the driver, you have done so in the past. She says the rules don't allow it. So he queries, when people have done this for me in the past, they are circumventing the rules? Yes, she says. She says she cannot do it for this level of service... meaning either or both, i'm not sure, that because of the "level" of contract Sears/Sears Parts Direct has with UPS and/or the fact, i'm assuming, that my package is shipped "Standard", as i heard her mention, well if it was "Overnight" or "Premium Service"... in other words they COULD call the driver, who is literally out with my package as we are speaking on the phone... But either Sears, or myself, or both of us, didn't spend enough money with UPS, so they won't call, even though they could call, and even though said call, i have to believe, would save UPS money in the administrative long run.
So the UPS gal assures Tom and I that the package will be available for pick up at the local station for 5 days, which not surprisingly, i have been there before, and it's fairly convenient, and so i'm fine with this option, because really, what is my option? I thank Tom for his help and he clicks off. The UPS gal gives me the info i need to pick up my package tomorrow, which btw includes yet another phone call to UPS as early as possible in their 24 hour day 'morning' to beg them to hold my package.
We hang up on a friendly enough note.
30 seconds later I watch in complete futility as the UPS truck zips to the end of my block, pausing for a moment, i know, as he realizes there is no 7300 block, and turns away.
This is why American Consumers hate Corporations.

I would like that the credit report info be cancelled immediately. I have not authorized your company to deduct this amount of $14.95 on my credit card account.
I would like to be refunded back for the amount that was deducted from the account.
Thanks.
Very respectfully,
My address celino
7083 oberling bay ave.
Las vegas, nv 89113

I bought a water heater through Sears. When I ordered it they asked me the type (gas or electric) and size (40 gallon). The Sears water heater sales call center is not in my state. Two days later the actual installers (who are in my city) called and told me to give them the model number off the existing non-working water heater. When I did they told me the water heater Sears call center ordered was a "tall" and that would not fit - I needed a "medium". I called Sears and ordered a "medium". They told me those are uncommon and not in stock so I'd have to wait until the following Wed. for delivery to my local store then I could arrange for installation. They also told me they'd cancel my 1st order and create a new order. The installer called and we arranged for installation the day after delivery of the water heater, on a Thursday. That day I took the day off work and waited for the delivery and installation that never occurred. After a few phone calls I found out the call center accidentally cancelled not only the first order but the second order also. No one called me. I had no idea. And I had taken a vacation day off work also. The call center said they'd research it and they'd call me back. A supervisor from the call center called my daughter at work (who had the 2nd number on the order) and told her if we wanted to re-order the water heater, we could call him directly. My daughter called me (since I was paying for it) and gave me the supervisor's name and number. I called and the supervisor would not speak to me, the person I spoke to said he was "doing invoices" and said he'd return my call. He never called. I ended up shopping more and purchased a water heater and installation somewhere else, at a cost over $200 higher than Sears, but with peace of mind that it will probably be delivered and installed when they said it would. If I had gone with Sears, we would have gone without hot water for nearly 2 weeks, and that is IF they got the order right this time. That is unacceptable. And I took a whole day off work for nothing. Their first error was to order the wrong water heater on the first order. I do not buy a water heater every day - in fact I've never done it before. They are supposed to be the experts, not me. When the order was corrected and the 2nd one was ordered, it seems like the call center person didn't know how to cancel one order and create a new one - whether this is because they don't know how to use their computer or what, it caused a lot of stress/anxiety/cost of time and money - not to mention my family having NO HOT WATER for 2 weeks. And it is unprofessional of the supervisor of the call center not to speak to me or to return my call. I was going to re-order it! They lost my business.

Before replacing my dishwasher, I did a lot of research and found that most companies have done away with the "rinse and hold" feature. I use that a lot and wanted it. It took a lot of research to find one that was rated well and had all the features that were important to me, but I settled on the Bosch SGE63EO, even though it was more money than I had originally planned on spending. Sears website stated clearly that this model had that feature and they were the only company in our area that carried the Bosch line. I went to the local Sears and asked to see it in person and was told they don't carry it, but "they all look alike anyway". I knew far more about the various models than the guy who worked on the floor from my research...not a good sign. When it arrived, I find that it does not have a "rinse and hold" feature at all AND Sears has no customer service dept that I can tell this to, to try and rectify this and save someone else the same problem. By that time, it was installed in my kitchen..

We went to Sears Photo Studio to have our after wedding pictures with casual clothes. This was the first time that we had our pictures taken and as soon as we arrived, I presented the coupon that we received through the mail. The manager, Nicole just brushed it off and will deal with it late after the photo session. I asked what will it cost to have the photo session and the CD only and she said that she will have different packages to show us later. Our mistake is not insisting to know how much before we had our session. After the sesion, we were told to wit for abotu 15 mintues and then after about 3o minutes, she showed us the pictures and some pictures that were enhanced. Total there was about 17 pictures or poses. First the pictures were not taken by a professional photographer since she did not pay attention to the details esp with the hair, hairclip and my husband's suit. Then she hand wrote the price of the packages ranging from $390 to $180. After being shocked with the price, we totally forgot to ask the price of the CD again. The following day, I called and asked the recepetionist for the price and was told just for the CD alone it cost $250 ! you read it right, $250. I almost fell off the chair since we paid $250 for an hour of PROFESSIONAL phtography of our wedding with at least 200 poses in it and this includes the CD only without any print. What a ripp off! If she answered our question about the CD in the beginnig, we would have went to another studion for a lot less. JC Penney only charges $100 for the CD and the pictures were great with more poses and a lot more background instead of one white wrinkled sheet as the background wehn we have our pictures taken at Sears. Never again will I step in this place let alone refer this place to anyone.

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate
Complaint Department RE: Customer Service

I am very upset with the way my repair of my microwave is being handled. My first appointment with your service technicians was on 12/23/2010. I was able to get a next day appointment and was very pleased. They came out looked at my whirlpool microwave and decided that it needed a part that they would have to order. They ordered the part and made a return appointment to install the part after the holidays on 1/11/2011. The part arrived at my house on 12/30/2010. I called the appointment line to see if any sooner appointments where available and there weren't any before my original appointment on 1/11/2011. My husband took a 1/2 day off work so we would be able to meet the technicians on our scheduled day, 1/11/2011 from 1pm-5pm. He arrived at our house at 1:00 pm which was the start of our scheduled time. He waited until around 4:00 when he started to get concerned, so he checked our voice mail of our home phone number. Sure enough at 12:28 pm on 1/11/2011 a women named Rachel left a message stating that your company was canceling our appointment and I needed to call a 1-800 number in order to reschedule. She stated the reason for cancellation was there weren't any technicians available. I called the number she left and was told the earliest appointment wasn't until 1/24/2011! Of course I was upset. That is 13 days after my schedule appoint which was also 18 days after the first appointment. The person I spoke to on the phone was very rude to me. I could barely understand him with his thick accent, so I asked to have my call escalated to his supervisor. He told me about three times that the supervisor would tell me the same thing, that their are no earlier appointments. Finally after wasting about 5-10 minutes arguing with him, he transferred my call to a supervisor. The supervisor was more professional than the call center employee, but could only get my appointment moved up to 1/21/2011. I am very unhappy and think that your company is performing poorly in customer service and in your repairing of my microwave. Ultimately, I am a consumer with money to spend, and if you want to continue with my business than I need a speedy resolution to my issue. In the past, I have purchased most of my appliances if not all of them and electronics with your company. Most recently, on Black Friday, I purchased a plasma screen TV. On that day, I was very pleased with your salesman and his knowledge, but am so angry at your handling of this issue that I believe I will have to start taking my business elsewhere. Starting a repair process on 12/23/2010 and then having a scheduled appointment canceled by your company 32 minutes before the scheduled time is unacceptable. My husband had to take a 1/2 off from work, and is now going to have to take another 1/2 off on 1/21/2011 for our new appointment. That is a full day for something that was no fault of our own! The only apology I have received from your company was from the supervisor which I requested to speak to. But Ultimately, she still was really unable to help! I will be exactly 30 days without a microwave! Does your company realize how much of an inconvenience that is on a family? I except a quick response into my complaint and inquiry.

First let me start off by saying Sears has one of the most untrained and confused customer service staff's I have ever had to deal with. I needed service on my washer this week and made an appointment early last week for this past Monday. My wife stayed home all day waiting for a tech only to get a call late in the day saying the tech was tied up and they needed to reschedule us. The appointment was rescheduled for today by a tech who (after and hour and a half), promised me a first appointment (8:30am) as there were two service calls in my area and he would schedule mine ahead of the other. I purposely took time off from my morning work schedule to make sure I would be home and of course, by 9:00am, no tech.

I called and explained the issue to Sears customer service and asked to speak to a supervisor after I was told that customer service techs have no business quoting exact appointment times to customers and a tech would be at my house between 8am & 5pm (which was not acceptable). I was placed on hold for twenty minutes and finally hung up after no supervisor bothered to pick up. I called back again, explained my situation (yet again) to another rep and asked to speak to a supervisor and was promptly placed on hold again for another ten minutes, with no supervisor picking up. Apparently Sears has an uncaring staff of supervisors who cannot be bothered to field customer complaints. If they "worked" on my staff they would very quickly be shown the door!

Fortunately a very nice tech (Eric) called letting me know he was on his way and arrived quickly handling my issue much to my satisfaction (no help from customer service). I am very sorry that I EVER entered into a service agreement with Sears and you can be assured that when the agreement expires I will be taking my business elsewhere. (Along with never purchasing major Sears appliances again!) This display of "non-customer service" is an embarassent to Sears and all who represent what used to be a top retailer.