Sears’s earns a 2.3-star rating from 2955 reviews, showing that the majority of shoppers are somewhat dissatisfied with their purchases.
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lawn mower
I purchased two items from sears in kingston ny three years ago. the very first month the motor died and was replaced by sears later the gasket was leaking.
after that I had a another problem but since i did not have an extended warranty sears would not take care of the matter. could not use my lawn mower all last summer. found at that time that the transmission was broke so i finally got some money up to replace the transmission by a person who specializes in this. when the lawn mower was returned, it was smoking and yes the motor is broke and the gasket. I had asked sears many time to replace this lawn mower they would not even thought there was one problem after another. I only have 212 hours on this lawn mower. Yes it was purchased approx three years but I could not use it and sears would not back it up. I paid a lot for this. I was told to contact Husquavarna and Husquavarn told me to contact Sears. I have had a lot of problems so I kept trying to peruse sears and they would not help. so much for their policy of backing up their product . Now I have spent over 700.00 t replace the transmission and I still cannot use this lawn mower
Can somone help me out here. Obviously this was a defaulty item. I cannot afford to buy another lawn mower and I paid another 700.00 to replace a transmission that was new but did not work.
The complaint has been investigated and resolved to the customer’s satisfaction.
tire installation
Our Ford Escape needed new tires. Due to the Economy we were only able to afford 2. 2 days before payday we had a flat and had to put on the "donut". When payday arrived we drove to Sears in Danville, IL 25 minutes away. We told the attendant we were only able to afford 2 tires and wanted to come back next payday to get 2 more. After they put the vehicle on the lift the tire technician informs us he can't replace just 2 tires. It is too unsafe for him to let us leave. After several minutes of arguing with him and the attendant that letting us leave with the donut on is more safe our pleas are not answered. I was even willing to sign a waiver releasing them from liability.
My wife and I managed to scrounge up enough money to get 4 tires on credit. I think this was Sears motive as they kept saying "if you put it on your Sears card you can get all 4".
During the two hour wait to get the tires replaced I even notified store security of a teenage boy stealing some DVDs.
After all of this I complained on the Sears web-site, and was told I would receive a call from the store manager. Weeks later i have not received a call. My dad was a Sears card holder even before magnetic stripes were put on cards. I am seriously considering never stepping foot in a Sears store again.
The complaint has been investigated and resolved to the customer’s satisfaction.
The motorist assurance program prohibits repair shop from creating or alloying to continue an unsafe situation. Driving around on bald tires is unsafe to you and all other motorists on the road. Tires just don't go bald overnight. Tires are an expenditure that you should budget for. You should be rotating and aligning your tires regularly and their degrading state should not have been any surprise. Educate yourself, you will end up saving yourself money and possibly lives.
If the tires were below 2/32 of an inch they are illegal and Sears can not install tires if the remaining tires are going to remain illegal. It is not a ploy to get you to buy more tires, it is a lawsuit waiting to happen if something does happen and they let you leave with tires that are below the legal tread. I work for sears, and by the wording that you saw sears said that they are unsafe I can only come to this conclusion. I will be starting a blog about issues and information about the automotive industry. I will update when I have it up and running.
poor communication
I placed an order in late May on Wed for a microwave at Sears.com for in-store pickup. The order went through and the email confirmation says that the item is ready for be picked up in 2 days pending another email confirmation. I forgot if the site indicated the item was in-store or not, but in any case, 6-8 days extra if not in-store which was totally acceptable. No email came on Friday or over the weekend. I called the store and I could hardly understand the rude employee but basically they received no shipment and told me to wait for the email.
I then called Sears Customer Care and credit must be given where credit is due, the agent was super nice but she wasn't able to help much because the system gave her no useful information to impart. First, she told me if a merchandise wasn't available to pick up in a store, my order shouldn't have gone through. When she tried to find out what was going on, the system simply indicated that the merchandise was out with no estimated date of arrival. Yet, Sears charged my credit card as if I already took the merchandise home. She also couldn't tell if any other Sears in my city had the item in store but I could look it up online, while I was on the phone with her, that another store had. That tells you how inefficient Sears' inventory system is. Then I asked if they could send the item from that store to the one I was supposed to pickup. She said their system couldn't do that but I could keep calling back to check if they'd new update on the delivery date. Amazing, what hoops I've to jump through. If I didn't call, I'd just be waiting, they don't inform you when they run out of stocks.
Then I emailed Customer Care to see if another agent could do something. I was then told to order it again for home delivery and Sears would reimbursement me for the shipping charge. Okay, that's good only the problem was that Sears.com stopped taking shipping order and I could only do a pickup (from a very faraway store). I replied with the info and asked what other solution they could give me. The next day they had the nerve to just cancel my order, without my consent! The rub is that I placed the order when the item was on sale and I used a coupon to bring the price even lower. I don't understand why they couldn't just keep the order and charge my card when they ship the item and let me, the customer, decide whether I want to wait or not. Of course, now they don't have to sell it at the lower price. So aggravating. They won't last long with this kind of retailing misstep.
Replied
will not repair ac unit
Elderly mother-in-law purchased AC unit from Sears with an extended warranty. Unit broke down last part of April 09. Service tech replaced power cord about May 4 and suggested we have the 220 V outlet checked because he thought there was something wrong with it. My wife called [protected] to get some help and she was put on hold and each time left waiting until she realized she had been hung up on. This occurred repeatedly.
About May 29th a different repair man showed up. He replaced the power cord installed by the 1st tech because it was the wrong cord. Nothing is wrong with the 220 outlet. He discovered the compressor is bad and the control board is bad. He did not think it was repairable but the Service Center requires a repair...not replacement. I contacted Sears at [protected]. I spoke with two people seeking help. I explained to them that the technician could not understand why they were making him repair it vs. replace it based on its condition. The phone representatives said it was up to the service department not the technician. The service contract requires 3 repairs in one year before replacing the unit. They did give a number for a rental service which they would reimburse costs for. I requested again to speak to some one else - a supervisor/manager but neither phone agents would give a number. The second agent even told me she was at the highest level available...nobody above her. I called the 800 number again attempting to get somebody that would help. The 3rd individual put me on hold while she contacted another group. After about a 10 minute hold a different agent answered that had no clue why I called. The 3rd individual dumped me to a to another agent without relaying any info about my call. The fourth person said they would have my parts June 1st on an emergency order.
I wrote an e-mail via the Sears website to see if somebody at Sears would help my Mother-in-law. NOBODY AT SEARS CARES about their customers. The website noted that a response would be sent the next day. It is June 4th and I never received a call from Sears.
It's June 4th and no parts have arrived and my elderly mother-in-law is trapped on her fixed income with a broken SEARS AC unit. We are attempting to move her in with us to get her out of the heat. I called the 800 number today (June 4th) and a rude individual said there was nothing they could do. They are waiting for the manufacturer to find a part. I asked how long do we have to wait before they resolve this... year? I let them know that the Texas Attorney General is suing Conns Appliance Center for not honoring the service agreements they sold to customers. This is no different. They took my Mother-in-laws money and are not repairing the unit in a timely and responsible manner. Incidently, the cost of repairs (technician) and costs for parts - compressor replacement and control board - probably outrun the costs of a new AC. Maybe Sears wants to join GM and Chrysler in the bankruptcy courts. You can bet there will be lots of folks looking for new leadership if they looking for bailout money like GM and Chrysler have.
Update on the AC repair... A Sears Cares representative had the AC replaced about 3 weeks after my note was posted. She was respectful and did help. Unfortunately the damage has been done. My family has lost any desire to purchase from Sears. It does not surprise me that Sears has reported a second quarter loss.
The following is taken from an AP report issued August 20. "At some point, we need to see a rebound in the top line, and that's going to depend on consumers' willingness to shop at Kmart and Sears, " said Morningstar analyst Kim Picciola. "I think they still haven't quite figured out what's going to draw consumers back into their stores."
Take note Sears... your business practice is driving customers away...not bringing them in. Your ship is sinking and the reason is pretty obvious.
The complaint has been investigated and resolved to the customer's satisfaction.
It is disappointing to hear about the trouble you have experienced with the Sears service. My name is David and I work for the Sears Cares Team. I would like to assist you in resolving this issue. Please contact me at searscares@searshc.com so we can further discuss your needs.
Thank you,
David V.
Senior Case Manager
no show... twice
Sears service sucks... No show... Twice
I had already took off a work day 3 weeks ago for a sears technician to look at my refrigerator and order a circuit board. Part was delivered to my house and service was scheduled for last saturday from 1 - 5 pm. At 4:45 pm I got a little concerned and called. I was told that I was still in the queue for service. 6 pm or so, no call no service technician. Called again and was told he may still be making calls. 8 pm no call no call. Called again and was told the technician had put a note in the system that no one was home at 5:17 pm... Which is a big lie. I was home all day and had my cell phone was on me all day waiting for any calls.
Service was rescheduled for today. Given last bad saturday's experience, I requested that my call be as early in the morning as possible. I was given a window of 8 - noon with a notation requesting an early call. 12:15 pm rolled around and no technician and no call so I called. I was assured that I was still in the queue. Multiple additional calls were made to sears, including one where they told me the tech had completed his prior call at 2:15 pm and I was his next scheduled call and he should be on his way. At 4 pm I received a call saying they couldn't send the tech out (No reason why) and they were canceling the service call. I asked to speak to the tech manager who made that decision but I never received a call back.
Trying to get service before the end of the day, I made countless calls to customer service and a "3rd party resolution team" to see if they could send someone else. The answer was no. And I was even more flabbergasted when they told me the tech manager had pulled the tech from my service call because the tech had reached his limit for the week and they did not want to pay him overtime! That's not my problem, that's there scheduling problem. You just don't cancel customer appointments on short notice. My appointment had been confirmed twice the day before and several times today.
Also, no one at sears will give you their direct phone number so I must have spoken to at least 8 different people at sears today.
I can't tell you what a horrible experience this has been.
The complaint has been investigated and resolved to the customer’s satisfaction.
I have bought over $25, 000 worth of items from Sears over my 30 years as a long standing customer. I had an appointment that was set two weeks ago with Sears for a service call on my dishwasher. I get a call, right when they're supposed to be here (noon) telling me that they're not coming due to weather (we have about 3 inches of snow) and the next appointment is 6 days from now. Not 1 or 2 days - 6 days. WOW! I might add that it's been snowing since last night, so they knew this morning if they weren't coming today, why wait until the middle of the appointment to call me. I took off from work. I called a manager and he said sorry, but there's nothing he could do. I agree with the other commenter that said that managers at Sears have no authority to help you. That kind of treatment is unacceptable. I guess Sears doesn't worry about customer service. Do the employees not work Overtime? I'm a manager at my company and every company I've worked for has employees work overtime during situations like this to take care of customers. Evidently Sears doesn't care. I guess they have more customers than they need and don't care about bad publicity.
Know what you mean about Sears. Bought a stove from them several years ago. 4 months after I purchased the stove the ignitor went out. It is an electric ignitor. It suppose to have had a 5 year warenty on it. When we called to have a tech look at it and fix it they wanted to charge us 70.00 to repair it. It is still messed up and hasn't been fixed.
Sears does Suck. similar experence
Store manager
I work for sears essentials on 2150 S.Monaco parkway and the store manager they have his name is Matt and I have issues with the way he sees things for starters he's rude to his employee's like two weeks ago he was raunting and raving about stuff like the way products are ordered and people throught they where doing things right. Coming to find out we weren't and instead of being polite he want around yelling at is employee's and managers for it instead of showing them how to do things properbly not only that two month's ago I had back problems and the manager in my area said you don't have a back problem quit showing your in pain in I complained to the assistant store manager she called her to the office and had a talk with her in then the store manager got back from vacation and I guess he decided to keep her as a manager in plus another problem I have is the fact she can talk to people like there stupid in I complained to him about in he said she can talk to her assoicates that because she a manager in the only way she'll get in trouble if she says something like get the ### done or move your ###ing ### which isn't right that she can be rude to the assoicates in she doesn't have to be polite so anybody reading this if you don't want a store manager treats you like ### for your trouble don't apply at this store because it's really not worth plus not only that they didn't even honor a day of request for going to an appointment for school funding.
The complaint has been investigated and resolved to the customer’s satisfaction.
Very disapointed talaga s chowing robinsons galleria... Akala ko nabago yung store bago n din ang management... Nakakaasar almost 30mins ako nag antay sa order kong canton lang jusko... Naka ilang follow up ako ng order ko di man lang ako naasikaso nakakaasar di marunong ang manager nila ...
since when do you allow a manager4 to lie to the unemployment office, i have the paperwork. The person he said i talked to or seen me did not work there. I know you payed the union not to work with your employees.
stolen
My husbands wallet was stolen and he had his $60.00 Sears gift card in it and Sears claims they can do nothing to stop it from being used. I purchased it with my credit card and they said there is nothing they can do to help us. We don't understand why Sears can't swipe my credit card and stop the gift card from being used and give my husband a new card. The card was not lost, it was stollen along with all his identity and money, I had hoped Sears would be more helpful in this situation due to the lose he has suffered and he shops at Sears all the time. I get him gift cards for Sears at least four to six times a year in the amounts of $60.00 to $100.00 and now I don't think I will be purchasing anything from Sears anymore since they couldnt help us when we needed there support in this terriable situation.
The complaint has been investigated and resolved to the customer’s satisfaction.
also arm yourself before you go in to ask for your receipt based on your credit card number.
Look through your credit card transactions, and get the date that you made that purchase. then, you can just tell sears, i need a receipt for the transaction i made on (date) with my visa card #[protected] please ..
dont mention the reason you need the receipt, you want to grease the wheels as much as possible.
after you have the receipt is when you can start mentioning their gift card replacement policy
Don't fret. If your story is true, then you are fine.
here is what you do:
according to https://www.mysearsrebate.com/faqs.aspx
they say if you have lost a receipt, that you should
"Please visit your local store where the purchase was made and ask them to reprint a receipt for you. This process can be more easily facilitated if you’ve paid with a credit card and know the date of purchase."
Once you have the receipt in hand, then according to this:
http://www.sears.com/shc/s/nb_10153_12605_NB_CStermsofservice
This card is issued by SHC Promotions, LLC and is redeemable for merchandise and services purchased in conjunction with merchandise at participating Sears, Roebuck and Co., Lands‚ End, The Great Indoors, and Kmart store locations, except restaurant or Portrait Studio transactions, in the U.S., Puerto Rico, Guam and U.S. Virgin Islands and at sears.com, kmart.com, landsend.com and Lands‚ End consumer catalogs. It cannot be redeemed for cash or applied to your Sears, Lands‚ End, The Great Indoors or Kmart credit accounts, except where required by law. Lost, stolen or damaged gift cards may only be cancelled and replaced with the required proof of purchase. To add value to your gift card, see a Sales Associate at any register. © 2008 SHC Promotions, LLC.
see there, lost or stolen cards can only be cancelled and replaced with the proof of purchase. Having the receipt, i dont really see how they can deny you from getting a replacement
kitchen reface/remodel
We are having a reface done that were were told would take about 4 days, it is STILL NOT done and has been 2 months! They have measured wrong and put the doors on the cabinets on that way anyway! One is even upside down! There are 3 doors with no glass where they were supposed to have glass and everyone at Sears says someone else is going to put it in. We were even told to go to a glass place and have it put in and get the galss from them! Then, the sink they sold me was not what they were trying to put in! They told me I would have to have that sink cause they did not have the one I wanted and ordered and paid for! The sink they wanted to give me for my kitchen was teh size of a small utility sink! Plus it was used! I think they pulled it out of someone elses home! I was then told I could go buy a sink to put in if I did not like their sink! So, I had to pay for that extra and out of pocket! Then they told me they would give me the money gack for it but did NOT give me the full price they originally said! Next they got the cabinets the wrong size and told me that that was what I ordered ! RIght, I wanted a cabinet smaller than the small one originally there! SO they tried to charge me to reorder that! Then they wanted to just keep the cabinets there in the corner and told me I didn't order the cabinet new when I did! So they charged me another $3600 for that but when I told them the price was crazy because it was more than the smaller cabinet with no door they knocked it down to $1500! Still! It was their mistake and I am paying for it over and over! then they did not even know what color for the granite countertops I ordered and they guessed! They also put in the cabinets crooked and kept telling us there was nothing that can be done! They then told us our FLOOR was crooked! Then they covered their mistake with trim after a huge argument! They left the cabinet with a space of a few feet between the countertop and the dishwasher so you could see the isulation from the dishwasher and told me that was how it had to be unless I wanted to get more new cabinets! they added a piece of wood and trim to hide that mistake!... Now, they measured 5 times 2 different times and still got the doors not only wrong but they are only Half the size of the cabinet! I was told they could not match the trim on the cabinets from one side to another because there would be a gap due to my saltilo tile floor! This was after they did the job so I could not say no! So the bottom will never match unless I get a GOOD company in because Sears will not help! When I call to complain they say it is all our fault that we have not made up our minds what we want done! LIE! We knew from day 1 and we did not measure wrong or do any of the terrible things they have done! They charged me $18000 and are still not done 2 months later. They also show up every day Sunday and holidays at 6 am and work a few hours one day only 2 hours and then they leave! They told us we had to move things like the appliances etc... and take down the microwave ourselves! This was not waht we were told originally! I have never seen such RUDE customer service and such horrible work and the lies are just crazy! I would never recommend this company to anyone for anything! They should go out of business I wish I'd read the reviews first!
We have had a kitchen reface done by Sears home improvement. It was supposed to take 3-5 days and is now going on 10 weeks and is still NOT done! The "project manager" has not done anything at all except come out and say the colr was great! Then he called me today and said that the kitchen was not done because WE did not know what cabinets we wanted and We made changes! That is a LIE! They put doors on the cabinets that are half the size they should be and one is even upside down! Then there were 3 doors that should have glass in them, Sears keeps going in circles about who will put the glass in and I was finally told to go buy glass myself and pay someone else to put it in! SO, I have 3 doors that are the wrong size and 3 other doors that have huge holes where there was supposed to be glass! One is upside down! They measured wrong but said it was my fault. They say we made changes every time they do something wrong and have to reorder it! They even ordered the wrong size for the pantry cabinet we asked for. They also put the cabinets in crooked and then said it was our fault for having an old kitchen and we could order new cabinets again! These were new cabinets they were putting in! The fact that my home was built in 1979 should have nothing to do with the new cabinets they put in crooked! Then they said my floor was crooked! The guy decided to come every morning at 6am and we had him here for 2 weeks straight even on the weekend and it is still NOT done and crooked! He was here at 6 am the entire weekend of memorial day weekend also ! Not to mention they have helped themselves to whatever they want in our refrigerator ! I had no soda left! They first gave us nothing we asked for and then tried to charge us more saying they were changes! They made blueprints but took everything off that we asked for! We did NOT change anything. They say we changed things when they have to reorder because they measured wrong and because they did not put in what they were supposed to! Then they had no idea what color we wanted for the granite counter and the countertop guy guessed! The counter is not the edge we asked for and the glue they used to put it in is leaked out in parts and we were told that trim would cover that but then they told us an hour later that there is NO trim left and they never put trim there! I can't say enough about how terrible this company is. They lie and steal and then blame the customer when they get the order and measure wrong! I am now told today that the entire problem with the kitchen was because we could not decide what cabinets we wanted! LIE! This was from Blake in Phoenix. He is the so called project manager! Our salesman was Rick and he only tries to charge us more for things they did wrong! This is the worst customer service I have EVER had and the worst people and company I have ever dealt with! I would not recommend this Sears home improvement to my worst enemy!
The complaint has been investigated and resolved to the customer’s satisfaction.
a little advice on customer service.
A little advice on customer service.
I was walking through your store in the mall to get to another store. As I was walking back to go home I really needed to use the washroom. In your store there is only one washroom. I was really mad to find that the men's washroom was closed for cleaning. There was another man waiting to do his business, he told me that while they were cleaning the washroom we were to use the changing table washrooom. There was only one toilet in there. He was waiting in line. He went before me. He was taking so long. I knocked on the door and told him to hurry up. He did not answer. After this I knocked on the door again and told him to hurry up. He told me to ### off.
At this point i was pissed. (excuse my pun). Luckily I was in the stove section. I opened up on of the display stoves and pissed in there.
I then waited for the man in the washroom to ask him what took him so long. Finally I asked him when he came out. He did not answer me, all he did was give me the finger.
Hurry up with when you clean your washrooms, sometimes people really have to go.
On and tell the manager that I left a little "surprise" for him/her in one of the stoves. I forget which one though so tell him/her to check them all for their "present". This is talking about the store in Curtus Avenue Mall.
Sincerely
Brett
The complaint has been investigated and resolved to the customer’s satisfaction.
Dear "Brett",
Urinating in one of the display stoves to get even with a Sears store that actually did you no harm? You are a Grade-A [censored]. But remember that karma is a ###, and that is exactly what your mother is for not aborting you while she was considering it (after she couldn't determine who your pimp father was). I invite you and your [censored] mom to KMA on a daily basis.
Sincerely,
Someone Looking For You And Your Kind
PS Please do respond to my comments (it will also help to confirm your IP address). I would be even more delighted to arrange a meeting in real life (as a service to you, I'm willing to travel to your location or anywhere else within the continental US). PLEASE -- take a chance that faceless Internet poster here is serious and will actually meet with you to discuss the matter at hand. I look forward to seeing you in person. What have you got to lose?
What you did is so disgusting and immature. If the cleaning staff didn't finish up in the amount of time you feel is appropriate (which by the way I am a Sears employee and how some of these customers treat our restrooms like is pathetic) why did you not go use a restroom somewhere else? You were only walking through the store to get to another store and then go home? Didn't even buy anything and were not a customer and we should feel pity on you because the restroom was out of order? Sears is a place of business not a port-o-potty for mall goers. And these things happen in ALL retail stores, restrooms need to be kept up, it has to be done at some point, so it's just unfortunate for you that you chose a particular time to USE the facilities but as far as using this as a reason to give "advice" for customer service this is sad. If you had to go that bad, you should have found another store to use as your port-o-potty. Or next time at least purchase something before you complain about something as silly as this. And based on what you chose to do as revenge, I am glad someone like you had to wait. It's people just like you that make these cleaning crews so long to clean the restrooms and the main reason I refer customers to the 1st level of our 3rd floor store to the public restroom (unless the customer has children or is pregnant). We keep our employee restroom off limits to keep it clean!
Replied
tire sales
went to buy 2 tires from Sears and the salesman insisted that I needed 4 tires, that the 2 in front were "bald", but they were Goodyear Integrity tires with only 10, 000 miles on them. These tires are listed to wear for 60, 000 miles. He also said he wouldn't take responsibility for putting these tires on my car because I have a 4WD CRV, that should have all tires replaced, and it would void the warranty and damage my transmission. I did read my manual, and even though they recommend "that it is best to replace all four tires at the same time. if that is not possible or necessary, replace the two foront tire or two rear tires as a pair. I really feel like the guy was trying to shake me down for a $500 sale, and that I was a dumb girl who would know no better.
The complaint has been investigated and resolved to the customer's satisfaction.
My name is Tony and I am with the Sears Social Media escalations department. I read you post and would first like to say that I am truly sorry for the continued issues that you have had with your van and the repairs that were done on it. I am a parent myself and I too would definitely be concerned about my child’s well-being and would do anything to ensure that they had a safe mode of transportation.
With that in mind, we would certainly appreciate the opportunity to speak with you further and be your one point of contact within Sears. It is our duty to work on your behalf to ensure that we address all of your concerns and make your next experience with Sears a more pleasant one.
At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number that the item is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Mary Traynor) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Tony T.
Social Media Moderator
Sears Social Media Support
My son took his car (we just bought this car for him a few months ago) in to get oil changed and tires rotated and he drove it about 4 mi and he smelled something horrid coming from under hood... No oil. He then had to purchase 4 qt of oil to put in the car and it all came right back out. Needless to say his car had to be towed home because it wouldn't run. I am disgusted at this problem... It has costed us time, stress and $ all because of someone's lack of service at sears automotive~ we are in the process of detaining an attorney but in the meantime the "manager" at sears wants us to have the car delivered to sears so he can look at it. This should not have happened and my poor son has no transportation to work and back now.
Bought one of Sear's top of the line Platinum car batteries in February of 2017. Expensive ($266.00) and came with a 4-year free replacement warranty. Tried to return the battery yesterday, and was told that even though I had the receipt, they couldn't do anything since their computer system was down. I was told to check back with them during the day, to see if the system was up yet. Since I couldn't get anyone on the phone there, I made two other trips to the store - system still down.
Returned this morning (830am, ) with receipts and battery in hand. Told them again what I stated yesterday, battery won't hold a charge. They said that they had to test it...which apparently means they have to - you guessed it...charge it. I asked how long it would take them to determine that it won't hold a charge...they don't know. Now, the battery is still at their shop, on the charger for four hours, and they are telling me that they will have to keep it until it charges fully so that they can test it. Incredible. Now, due to this holdup, I will probably have to go buy another battery from another company so that I have use of the vehicle.
Customer service at this firm is a joke. I will no longer shop there...ever.
My computer had a virus I brought it in and was told that a quote would be given to me in a few days. Two weeks passed and there was no word. I called them to find out what the status of my computer was and I was told they lost my paperwork and that was why they could not call me. In either case they told me that the Virus could not be repaired without erasing the computer. I then asked how much it would cost and they would not give me an estimate only a range of up to $300.00 of which I said was excessive in either case we were able to agree on almost $200 for the repair! I did recieve my computer back completely erased all my data destroyed and yet it was still slow. I installed some software to try and fix it my self and one menu in the software indicated if I was interested in deleting my temporary Internet files "yes" "no" or "view" the files. I chose to view the files to see what I was deleting and to my complete surprise my entire directory was filled with PORNOGRAPHY. When I looked at the file dates I saw they corresponded to the period that the computer was residing at PCW in Orange CT. I did not even bother to call them on the issues because it would have been apperant that no one there would even consider accepting responsibility for the content. I am just posting this complaint to warn others as to their shady employees.
On Saturday 11/28/08, we had tires changed for the winter at sears in Muskegon. On Monday after picking up my grandson from school one of the tires on the drivers front came off. The guy that serviced us never apologized for what happened. My grandson and I could have lost our lives. The road were really bad. I also had to pay for towing!
Sears does not stand behind their claims of customer service and support to military veterans, “committed to improving the lives or our customers by providing quality services products and solutions that earn their trust and build lifetime relationships” (About sears holdings http://www.searsholdings.com/about/)
In september 2017 I ordered a set of 4 kumho mt-kl71 tires. I called sears to personally talk to a person and place my order, which I did. The person that took my order told me the number of tires in stock! The person that took my order also told me that I would have my tires in no more than 2 weeks! The 2 weeks mark arrived and I had no call about tires, so I called and they said it would be another 2 weeks, however they assured me it would be in in 2 weeks! This went on many upon many times until they started saying you will have them in november. When november came around still no tires, they assured me they would be in sometime in december. This happened another time then they said march, “they will start production and the tires will be available”. I just got off the phone with the manufacture kumho tires and the date is march 18th 2017 and they told me “they have no idea when they will even start manufacturing the tires it will at least 90 days! I have paid for a product sears has accepted my money back in september 2017, this in my opinion is something that customer service should have fixed. This is a uni-lateral mistake on sears part not mine as the customer, I have paid for a product which I was told how many were in stock and assured I will have them in 2 weeks. It is now march 18th 2017 sears automotive customer service has told me they will not correct this error. I have gone to sears corp. To file a formal customer complaint and after many phone calls they refuse to help me! I needed tires on my suv in september when I had ordered them because tread level was very low. I have been stranded in the snow since and have been forced to catch rides with various people whenever possible out of fear that my tires will cause and accident and possibly kill or injure myself and or any other drivers on the road!
My husband trusted Sears Automotive. We were having issues with a grinding noise from the left wheel on our Toyota Sienna van. He was hoping to receive great care with this company. It is a good example to show how you get what you pay for. Even if it seemed lest costly to use Sears over Toyota it was definitely not. We had Sears fix the tires but about 8mos later (past the warranty timeline) we began having the same issue. Brian brought it back and again we were charged about the same as the first time. Our van is currently being used by our 17yr old daughter along with my husband and it concerns us that the service we obtained can affect the lives of our kids. We began having the same issues again. This time we were so frustrated we brought the vehicle to Toyota and were informed exactly what I thought, the service they provided at Sears was poor and kept causing the problem to return. It showed that the axle nut was loose causing free-play in bearing and hub. The manager at the automotive end of Toyota told us that the bearing showed the previous mechanic had problems getting it off or on because it showed dents where they must have used something metal to bang it back into place. I am so upset and do not know where to turn. How can companies get away with this stuff? We do not have the funds to pay for three car services costing over $2, 000.00. I have hoping you can help. My name is Mary Traynor.
On 6/19/11 I took my 2017 Outback into Sears Saugus, MA to have them remove my snows and remount my all-season tires. The car is only a few months old and in perfect condition. I picked up the car and stopped on my way home. When I got out of the car, I saw the rear tailgate and noticed a fist-sized dent on the bottom of the tailgate. It was not there when I dropped off the car and I was in the car the entire time until I saw the dent. Therefore, I am 100% certain the damage was done by Sears' technician. I am dealing with them now. they keep insisting that I bring the car in, but say thta they haven't identified any video of the car being damaged. They did say that the papers when I brought it in based on their walkaround showed no damage. Hopefully I can bring it in this week and they will agree to reimburse me for the damage.
To whom it may concern:
Friday morning at approximately 9am maria bell took her 2017 dodge caravan (Green) to the fannin street sears automotive for an oil change and transmission fluid service. During servicing she noticed they took off in her vehicle for what seemed over 15 minutes. After the servicing she heads out for thanksgiving weekend in austin, texas. Driving through giddings, texas, the van jumped out of gear at a stop light and would not excelerate. She pulled into a gas station and the attendants advised her that there was transmission fluid covering the engine and the dipstick was not closed, was half way out. The 2 men at the gas station told her the transmission fluid was overfilled.
She then called sears on fannin in houston where she had the van serviced and jay hart from the fannin sears told her to go to the nearest sears, which was in pflugerville, tx. She broke down again 2 miles before pflugerville and called sears pfluger?) and spoke with a man named harold, he sent a tow truck to where she was broke down at 35 and 620 cross streets. The van was towed approx. 5 pm. Harold from sears said he would not check out the van because it was too late and she would have to wait until the next day (Saturday). They suggested she rent a car from avis at sears automotive.
Maria waited all day saturday for sears to call her regarding the van. At approximately 1:30 pm she called and spoke with ricky drake from sears. He told maria he found no fluids on the engine, and that the van had the right amount of transmission fluid in it. Ricky drake also informed maria at this time that she was "lucky" that he sent a wrecker and he would refer her to a transmission shop in the area, and that he was not going to help her with the van.
Maria once again called houston and spoke with jay hart and he informed her that he had to have someone else call her. John mulumbya (Heavy accent) with sears loss prevention in houston fannin was hard to understand on the phone conversation. Maria kept asking for him to repeat his name as a loud beeping noise was occuring in the background and she could not get his name. He began yelling as she kept asking for his name and he said he would not be able to help her if she did not cooperate. She tried to get him to spell his name and he began yelling again. She got jay hart back on the phone and got his name from him. Jay hart also informed maria that she would have to go through an insurance company and would have to wait until monday. She asked the name of the insurance company, jay hart put her on hold for approx. 5 minutes. And he came back on the line and said he would have to find out the name of the insurance company and would call her back, no phone call back.
Sunday morning, maria began to wonder who jay hart was, a manager? He portrayed a managerial conversation with her for two days and never once let her speak with anyone in authority. She found out who the manager of fannin sears, george dishman, but never spoke with him. All along, aaron brighton was the receptionist answering the calls and never connected maris bell to the manager, only to jay hart and leaving her on hold repeatedly for long periods of time thoughout the weekend.
Maria believes that sears should be responsible for the towing of her vehicle back to houston as well as repairs. This has cost her her entire holiday weekend.
She is still in austin waiting on some relief and a good word from sears. She has no access to a computer and is in a small town.
She looks forward to a response as soon as possible.
Maria bell [protected]
Date August 10, 2017
First let me start of by saying I have been a sears loyal automotive customer for 30 years. Most of my wonderful experiences come from San Diego where I have spent most my life. I recently got stationed in Long Beach, CA with my Job, (I am a Federal Law Enforcement Officer) and Sears Automotive, in Cerritos center is where it all changed for me. Here is my story.
On June 19th I took my car in for an oil change, . Robert, in service, informed me I needed 4 new tires and an alignment. I approved the work and waited. After the car was finished Robert showed me a broken bracket on my rear sway bar for my 2017 Saturn SC2 that needed to be replaced. He said the part was discontinued but Sears did a lot of business with a wreckage yard in Wilmington and could get the part in a couple of days. I contacted Robert on June 22nd, after not hearing back from him, he said he found the part, would pick it up, and to call him tomorrow. I called the next day to find out the bracket he picked up was for the wrong side (Right instead of Left)
Robert said he would call me when the part was available. I called Robert a week later, on June 30th after still not hearing anything about the bracket, Robert was unavailable. I left a message, and another, and another, a week goes by and no response from Sears. On Wed July 11th I finally decide to talk to Ron, the manager. Ron apologized and explained to me how Roberts’s wife has been sick. He assured me he would find out what’s going on and call me back. No call back from Ron. I called HIM back on July 17th, left messages, and messages and messages and still no call back from Ron ( the manager) I finally got a hold of Ron July 27th ( just by pure luck he happened to answer the phone) Ron again apologized for not getting back with me and for Robert, and the personal problems he is having. I was told that Robert has the part, he did pick it up and it is the correct one. Ron then informed me the Bracket is in the back of Roberts’s car and he will find out when the bracket will be at the shop so I can come in. I was told Ron would call me back the next day. I called Ron the next day at about 3:30p (after not hearing from him) and was told he had left for the day. I got a hold of Ron a week later on Aug 2nd, Ron again apologize, explained that Robert hasn’t been to work all week because his wife had surgery and it didn’t go well He then informed me, that Robert would be coming by tomorrow, and he would make sure the bracket was left at the shop. Finally I said, I asked Ron if I could come in on Sunday Aug 5th., (as it’s my only day off). Ron said yes and looked forward to meeting me on Sunday.
Sunday Aug 5th.- I checked the sears website for store hours. The website gave the hours of Sunday 9-6. I showed up at 8:50, hoping to be the first one in. When I got there the sign on the window said Sunday 10-6. So I waited for a hour with many other people who had the wrong time from the web site as well. It’s now 10:00am and the doors open, I am the first one in. I am greeted by an employee named Carlos. It seems Ron was not working that day, nor was Robert. I explained that Robert had left a bracket for my car, in which I needed installed. I would also like an oil change (at this point I was due for another) and an alignment. After searching and waiting for another 30 minutes, Carlos tells me the part is not there. I told Carlos I was going to walk over to the mall, and if he could please call Ron (the manager) and find out where the part is, so I can get everything taken care of today.
I received a call from Carlos at 1:37p informing me my oil change and alignment are completed, but the bracket could not be installed because it was the wrong one, Carlos said it was for the right side instead of the left. He said he couldn’t get the part until tomorrow because the auto parts store where it’s located is closed on Sunday. I told Carlos he must be mistaken, we went through the whole wrong part issue over a month ago, and I was assured it was now the correct bracket. Carlos said it could be delivered on Monday when the store opened. At this point I am completely frustrated and quite frankly don’t believe anything Carlos is saying. I walk over to get my car, and ask Carlos if I may see the “Wrong bracket’ Carlos Said NO Its not here, it’s gone. The Auto parts people came and picked it up, and a new one will be delivered tomorrow. I then said to Carlos, “so you’re telling me, a part that was discontinued and only available at a wreckage yard is now suddenly available, and a auto parts store which isn’t open today came out to pick up a part which was never theirs to begin with, to bring it back to their store, which is closed.” Carlos said yes that’s exactly right, I asked him for the name of the person and the place that picked it up. Carlos quickly became very angry and argumentative, said he already told me and wasn’t going to tell me again. Carlos then reiterated that the part will be here first thing in the morning. At this point I’m done with Carlos and ask to speak with a manager; this is when I met Jorge (The Asst. Manager) I explained everything that has been going on the last 46 days. I informed Jorge the bracket is probably still in the back of Roberts’s car and how I feel completely disrespected and lied to by Carlos. This is complete nonsense about the wrong bracket. How it wasn’t there that morning then it was; now it’s gone, discontinued, not, blah, blah, blah. I told Jorge I could take my car anywhere, but I come out to Cerritos, from Long Beach just to take it to Sears, because this is a place my family and I have trusted. Jorge apologized saying he hasn’t seen any alleged bracket and knows nothing about it. Jorge informed me that Ron would be in, first thing Monday morning and to give him a call.
Monday Aug 6th I called Ron at 10:00a, he evidently spoke with Jorge and apologized for my rough day on Sunday. Ron then proceeded to explain to me that the bracket that Robert had left on Sunday was the wrong one according to Jorge. I stopped Ron in mid sentence and informed him he must be mistaken, we did the whole wrong bracket thing a long time ago, and when I spoke with Jorge he knew nothing of the bracket and hadn’t seen the bracket, I even mentioned how Jorge called it the “alleged bracket” He again apologized and said Jorge, Carlos or Robert aren’t in, but he would find out what’s going on and call me back.
After hanging up the phone I now had a very bad feeling about Ron’s integrity. He went with the same fabricated story that Carlos tried sell, and to go as far as make up another story about Jorge. I can’t help but wonder if this whole lie was Ron’s idea.
The time is now 4:20; I haven’t heard anything from this morning, so I call. Ron tells me Robert will be in at 4:30, he will talk to Robert and call me back in 10 minutes.
I receive a call from Robert at 5:15. Robert was great. .Robert informed me that he has the correct bracket which he picked up some time ago, but that his wife had surgery and he hasn’t been to work in over a week. Robert then told me the part has been sitting in the back of his car. I told Robert( at this point, the only one I trust) about all my drama with Carlos on Sunday and how Ron assured me he would have you leave the bracket, Robert apologized and said he never was told to leave the bracket, or that I would be coming in on Sunday. Robert then told me he would be in at noon on Tuesday I said I would be in at 12:30 to give him a chance to settled in.
Tuesday Aug 7th I show up to Sears automotive at 12:30 Robert is not there I ask to speak with Ron. Ron won’t come out to talk to me, instead relays the message that Robert is running late and should be here by 1:00. So I wait. Robert shows up at 1:00, gets working on my car and within an hour, the bracket is on. I wasn’t charged for the installation of the part only the part itself. I left an extremely unhappy, and unsatisfied, and disrespected customer.
My anger was never really about the bracket. This is about Trust & Integrity!
I honestly don’t know how you’re going to fix this, but something needs to be done, the way I was treated is completely unacceptable.
Bought a cartop carrier and was told it was water resistant, it wasn't . Upon my return home I tried to return it, I say try because the manger put a charge on my account of the same amount as the refund I had requested. So not only did I get charged twice for the carrier Sears has the carrier and I cannot seem to get this resolved. To top it off the manager was extremely rude and when I called and asked for his supervisor the assistant manager supposedly refunded part of my money not that is has shown up in my acct yet and said he couldn't refund the rest until he spoke to the manager. I can guarentee I will NEVER do business with this particular Sears again and to add insult to injury I had several people ask about the carrier and would have purchased it had been waterproof as the salesman stated so you not only lost my business but that of others as well!
Elizabeth S. Hunter
"lifetime" warranty
I purchased a new Dodge pickup in 1994, with plans to drive it at least 250, 000 miles. When the factory shocks wore out around 60, 000 miles, I went to my usual Sears store in Ames, IA and purchased a good set of lifetime shocks, knowing that I would need them replaced. I did, in fact, replace them twice, at no charge, at the Ames store. The store was closed a couple years ago, and I'm now in need of another set, as the ride is getting terrible, and I'm just short of 230, 000 miles. Now, apparently lifetime means something different. I went to the Sears store in Des Moines, and was told that the warranty says they can only be replaced if they're blown out or leaking. They say the shocks are still good, even though they have no damping effect left. I complained through the website, was told 3 times (form letter) that the store manager would contact me. On the last correspondence, they said the manager had replied back that he had left me messages 3 times. He either had the wrong number, or was a complete liar. I've chased this enough, Sears has lost a 40 year customer.
This same thing happened to my husband. He's now looking for a reputable dealer who will provide shocks and keep their word if they give us a warranty. It would seem to me that if you sell a "lifetime" shock; you should certainly realize that the shock will give out before the vehicle. If they were going to change their "lifetime" warranty they should have honored those already paid for and made the change from the point of their decision on. We also will "NEVER" shop at Sears again.
please answer me by internet
Hi, I would like a person that will call me as soon as possible
A cat did a "pipi" on my matress and I would like someone to respond. I know their is only 5 day to report it to you. My Guardsman Matress Protection Plan is 258034 and I bought the matress in march 2009.
Thank in advance
Viviane M. Hétu
viviane.[protected]@banq.qc.ca
The complaint has been investigated and resolved to the customer’s satisfaction.
I hope you contacted Sears directly. This website won't do that for you.
You can contact Sears at the link below - use the "contact us" link on the page.
http://www.sears.ca/gp/browse.html/ref=sc_bb_l_0/190-1491440-0846136?ie=UTF8&node=16378531&no=16397001&searsBrand=core&me=A10FHFRJZ0GJG3
mismanagement of online service
My feedback is on the more than poor quality customer service I received from my experience with shopping with Sears. My husband’s father died this past Sunday which had us make un unexpected trip to Atlanta. I already had the patio furniture set up to be delivered on Thursday (the day of the funeral). My first complaint is no one called to give me a delivery time. How nice it was I had to deal with this while crying at a funeral. When I FINALLY to speak with a live Sears employee I was told they would deliver between 5:45 - 7:45 pm that night. Again while at a funeral I had to scramble to get someone at my home that late to accept the delivery. Needless to say at 7:42 the furniture had not arrived. I called into the center and a Sears employee told me I would have more information in 24-48hrs. (How unacceptable as I had someone sitting at my home to accept the delivery). If you make a delivery that late you should be responsible for being able to contact your delivery staff if there is a problem. The Sears employee told me she would contact the carrier/delivery company and have them call me immediately. I am sure you can assume by now I never received a call from the carrier/delivery truck. I then called back into Sears and was told by the driver had called me already and that I hadn’t answered the phone...Funny...Pretty sure I would have remembered that as I had my phone on and watching for a call...I am appalled I was lied to by a Sears employee. The next lie from the Sears employee was the furniture was now showing delivered in there system. Go figure 5 mins after my 1st call to complain it was mysteriously delivered. (LIARS) I hate being lied to and this was the 2nd lie by a Sears employee. My mother who was kind enough to drive 45 mins to my house looked everywhere in the rain...big surprise . ..no gigantic boxes of furniture. We then began to think it was delivered to the wrong house as no one had showed up to my home with a delivery. Again I had to call back into Sears (note again I was at my father-in-laws funeral) and tell them they are complete liars and I want an answer now as nothing has been delivered to my home. The VERY scripted Sears employee told me it would take 24-48 hours to see where it was at this time of night. Again...”I” did not schedule the late delivery and “I” want answers now. It is absurd to schedule a delivery that late and having no way to contact your delivery service. Very pissed off I got off the phone as the Sears employee was most unhelpful and clueless. The next morning I called back into Sears and had to tell this entire freakin story again. I was very unimpressed none of the 3 Sears employees I had spoken to the night before had logged anything into the Sears notes. The 4th Sears employee told me he would call the Sears warehouse and give me a status call back. The 4th Sears employee did not bother to give me a call back as to the status of my delivery. Roughly an hour later the Sears delivery guy calls to let me know he was 30 mins from my house. Seriously? Good God...I am out of town at a funeral and my delivery was for the night before. The Sears delivery guy told me his truck had broken down the day before and that is why he missed my delivery. Are you freak in kidding me?...the truck breaks down and no one could tell me this information the day before? Not to mention all the lies told to mu up until this point…none of which match up with the truck breaking down. My husband called Sears, once again, and told them we would accept the furniture if they would take a minimum of $200 off for our time and trouble. The Sears employee offered $50...”funny real funny”...It cost my mom almost that much in gas to drive to my home late at night to accept the delivery. My husband and I told the Sears employee to shove the furniture up the companies ### and we will NEVER buy from Sears again. If any of the Sears employees had logged any information into their system Sears would have known why we were pushed to such anger. You would think this would be the end of my story and no company could possibly mismanage any more than this…alas you would be wrong! Two days later I received a call from a clueless Sears employee to schedule the delivery of the above nightmare patio furniture. When I called back in I spoke to a 6th Sears employee who said Sears had no notes to the above information…NO NOTES?…what kind of jacked up business is Sears running? I had to once again tell the entire story above …which with the ###s at Sears is quickly becoming a novel. The Sears employee told me I would receive a refund in 5-10 days and he was putting the refund into the system at that time. I informed the Sears employee this was unacceptable as my refund should have been put in 7 days ago so he Sears now has no more than 3 days to refund my money. Nearly 3 weeks later I still have no refund and when we called into Sears “BIG SURPRISE” NO NOTES AND NO REFUND IN PROGRESS. I would like to mention here in a court of law my detailed log will win over Sears having logged no notes into their system.
The complaint has been investigated and resolved to the customer’s satisfaction.
I will never deal with their online services again. I am in Montreal Canada, and after having ordered an item, the delivery company called 3 hours earlier than the delivery was expected a grand total of 7 times in a row, waking up my 2 year old. Not to mention, it was from a strange display name, so i didn't answer it, dismissing it as either harassment or a wrong number. I called Sears about an hour later, and they told me that there shouldn't be an attempted shipment, because the order never went through. Literally 5 minutes after that call, I went outside, opened my visa statement, and saw they had billed me for the item! I called them back and they asked if i wanted to reschedule a delivery... I told them to shove it and cancel my order. They refunded me a week later the incorrect (less than the original) amount, and that same day, UPS attempted to deliver the returned item to me! Talk about disorganization! I am royally pissed!
I am so disapointed with Sears once again. I have not shopped them and for years and gave it a try last week because I wanted to order a toddler bike on line and pick it up assembled. the person I talked to said EVERY BIKE comes with free assembly so I ordered on a Sunday and he also said they were available at my local kmart, I would get an email and be able to pick up that day. I called the Kmart on Monday as I had never received an email but saw that my credit card was charged. The person at kmart said indeed my order was there in a box! He told me that bikes under 20" are not assembled. Mine was 10". I talked to his supervisor for confirmation of that stating that was had been ASSURED by sears personell that our bike would be assembled. I went to Kmart and bought the same bike ASSEMBLED for $10 less and called for a refund from Sears and emailed my complaint. I havent gotten a response in 48 hrs but this morning KMART called to tell me that my refund is in cash at their office. they were unable to return the credit to my card! what a hassle and so not worth it
rebate fraud
I entered information for my rebate ($250.00) on the website for the purchase of an Electrolux Dual Fuel Range ($2499.99). Due to the large amount of this rebate, I closely watched the updates status on the website. All of a sudden, the rebate was denied due to me taking a 12 month no-interest SEARS account option for purchase (this was recommended by the sales rep for additional savings - not to affect my rebate). No where in the terms and conditions for the rebate was this a disqualifying condition. Then I called the rebate center phone number [protected] (which was hard to find) and gave them my info. They stated that I had applied for a rebate program H090070 that was different than the one on my sales receipt [protected]. Here's the catch, I did NOT enter the rebate program ID when I entered the information on the website originally. They asked for the sales receipt#, transaction#, register#, etc (all the qualifying info printed on the sales receipt to locate the transaction). They (mySearsRebates.com) computer system assigned the bogus rebate program ID, not using the one in the purchase transaction record - therefore I was NOT qualified for my valid rebate according to their records under the incorrect Rebate ID#. They have now 'updated' the rebate program ID after I called and read the rebate ID # printed on the sales receipt for them. We will see... If this happened to me - I am sure that hundreds if not thousands of customers are affected similarly. There is a fuzzy line between an 'error' and an 'intentional bait and switch' scheme (which BTW Sears was fined severely for by the FTC many years ago)
The complaint has been investigated and resolved to the customer’s satisfaction.
Giving the way Sears does business and treats there employees this does not surprise me. I myself was fired from this crap hole company the day before Thanksgiving after I was diagnosed with RA. I am a widowed 27 year old mother of an autistic 5 year old. If they would do that to someone like me, I am not shocked they would steal their customers money as well. During the time I worked there they pushed, pushed, pushed us to sell those rebates. And we had people coming in all the time wondering why they were screwed out of their money. Do not trust Sears. Especially the one located in the Alderwood Mall in Lynnwood Washington.
in studio customer services unexceptable!
studio manager at portrait studio 4310 buffalo gap road abilene tx 79606, number [protected] was very unprofessional and
very unaccomadating/. discriminating, and rude. she was
vendictive and unpleasant to be photagraphed by.
She only took 5 pictures of my 9 month old.and when i asked to
take a break for her when she started to cry, she said no lets just see
what i have so far. a began the veiwing process. my child was still
irritable and i also had my 3 year old nephew with me along with his mother, also my sister. she stoped the veiwing process when she noticed we were clearly annoind, and began helping another customer with no children, who wanted to purchase a reorder,
that took an additional 32 minits which seem to us to be intintional.
we complained and she fiddled for another 10 minits and then gave
us our options of 5 very dissappointing poses. i excepted one is disgust and dissapointment because my childs comfort was my priority. so
we purchased a pose as to not leave empty handed despite our
unfortunate experience. please someone listen and call this person kathy i believe is her name and fix this for the next person, because i will not go back or recommend untill she is replaced. also this was
my 4th visit, she being the photagrapher 3 of the 4 but this day was
unexceptible the others were tolerated. sincerely aggrivated sharon
terrell. of abilene texas mother of f4.
The complaint has been investigated and resolved to the customer’s satisfaction.
I had made an appointment on line well in advance. I was called two days prior and was told that they had two others appointments scheduled for that time and would have to change mine. I went ahead and accepted because that was the day that I was going to have my 17 month old grandaughter. Our appointment time was during her nap time and she was fussy. The photographer did her best, but it was VERY hot in there. I asked if they had any fans and they did not. My grandaughter is very hot natured and does get fussy when she is hot, so it just made for a very unpleasant event. It was almost unbearably hot even for myself. Then when we had to look through the poses, it took forever. I picked very quickly just to try and hurry, so spent more than I should have for not good photos.
I completely agree with you! I also live in Abilene, and recently visited the studio. My 2 yr old was very fussy as well and only managed to take 6 shots and then told me the same thing "let's just see what we have". She was really nice, even though my kid was NOT happy. But I was the only customer at the time...And I don't think it was intentional, but their main power to their computers went down and I waited about 30 minutes for them to get it figured out. So 6 shots. 1 dissapointing good pose. Really good prices. But will I ever go back again? Probably...
Just a thought: next time you want to complain and post it, make sure you use spell check ;)
~Lynet :)
parts and service department
A week a go I ordered two parts to repair a lawn mower. I ordered on part while at the Sears Parts and Service Center (White Oak shopping center) which took approximately 20 minutes before being helped. When the part was ordered I asked the employee could I have the shipping tracking number so I know when to expect it. He said, "no, but call us here and...
Read full review of Sears and 1 commentpaint
I recently purchased Weatherbeater paint in Persian red and applied it over an adequately prepared surface.Its taken four coats and I cannot get good coverage...it looks like crap! I had the same results with Easy Living paint in a similar red color about a year ago.This will be the last time I buy either paints at Sears !
The complaint has been investigated and resolved to the customer’s satisfaction.
service - automated call system etc
Fall 2008 I schedule service call for my Sears Craftsman lawn tractor as it won’t start. I reach a “LIVE” person and explain to her the problem and schedule a repair date. I explicitly tell her at least 2 times the tractor will be sitting outside along the side of the garage. I had done this on several previous occasions and came home and tractor was repaired and ready to mow.
I leave the tractor along side the garage on the day and drive 32 mile to work (good days 40 minutes) and check my phone mail messages. Sears AUTOMATED system had called and said a repair person would be at the house between 8:00 am and 5:00 pm. These are the full working hours of most office workers.
I don’t hear anything from Sears all day and go home hoping to mow my lawn. I entered my driveway and notice the tractor is sitting exactly the same place as I had left it in the morning. I park the car and look at the tractor…nothing’s been done. A notice on the front door says a repair person was there at 8:30 am but couldn’t perform repair as no one was there.
I call Sear’s “800” number and reach a person and am told they can’t perform repair if no one’s there. I tell the person they had repaired in the past without any one there. I also told the person, I had explicitly told the female who took the service request the tractor would be sitting along side the garage and she didn’t say anything about my needing to be there during the repair. They offered to reschedule the repair but I was so frustrated I said I would try to fix it myself.
Due to my work schedule I wasn’t able to fix the tractor in the fall and decided to call and schedule in April 2009. I call and reach a very “AUTOMATED” system and place the repair order. The SYSTEM was so kind to tell me there would be an initial $109 fee but of course it would be offset against the final bill.
A few days after placing the service order, Sears calls trying to sell me “home improvements” to which I reply, “I’m not interested”.
I awake before 8:00 am on May 1, 2009 and work around the house while I’m waiting for the repair tech. I haven’t seen anyone by noon so I call my office and check phone mail for a message: nothing. A friend calls and we discuss the tractor issue and she tells me what happened to her a few years earlier.
My friend had placed a repair order with Sears. On the day of the repair she went outside without her phone. Sears called and couldn’t reach her in person and automatically cancelled the service call.
After I finish the conversation with my friend, I call my office again. Sears had called and left a message. I was next on the repair tech’s list and Sears would try to reach me again to confirm but if they didn’t reach me they would cancel the call. BUT, they provided their “800” number for me to call and confirm the repair.
I call and fight thru their “AUTOMATED” system and finally reach a live being. I explain they had left a message and I was calling back to confirm the repair. The guy on the other end wanted the number I was calling from or they wouldn’t provide the repair. I told him I was sitting at the address where the repair was scheduled but he kept saying they need the number I was calling from.
I let the guy know I’m a contract worker and loosing “X” dollars every hour I’m sitting and waiting on them. I also let him know I don’t provide my personal number since I don’t want to receive any “sales” calls. I didn’t mention I also don’t provide my personal number as I don’t want it “sold” to any of their other affiliated companies or outside companies. I became so frustrated I cancelled the order.
I’ll either figure out how to fix the tractor or it will be “trashed” and I’ll purchase from a company who is more considerate of customer time. None of this automated crap and their system message of “they’ll be there between 8:00 am and 5:00 pm.”
It seems Sears changes their policy to meet their convenience. IF the female taking the call in Fall 2008 had said I needed to be home…. IF they had called me in the Fall 2008 before the repair tech showed up (remember I was at my office at the number I called from)… I would have been home by the time the repair tech showed up… the tractor would have been repaired and they would have had a happy customer.
But even if we didn’t meet up in the Fall 2008… IF I had been able to speak with a LIVE person April 2009 they could have told me they would call before arriving …. I would have been at the office waiting for their call, I wouldn’t have lost “X” amount of income because I was sitting at home waiting for them to show up. On the other side of the coin, IF I knew the telephone number entered into their AUTOMATED system and the corresponding address for the service call, , , wouldn’t it show I was the person who placed the service call? How does Sears handle individuals having more than one “physical” location (i.e., landlord) who needs assistance at location A but the only phone number they have is at location B?
I’ve purchased many things from Sears over the years. This includes a chest freezer, a gas kitchen range, various tools used to fix cars, and tools, including a laser saw, to rehab a house. But, I will no longer buy anything from Sears or Kmart (their parent). I’ve seen a similar attitude at various Sears stores as to not providing customer service….they’re getting a paycheck.
P.S. Complaints.com may show this as problem with Beachwood, OH store. I don’t know where Sears’ complaint is located or the person on the other end of the phone is physically located. I could be speaking with someone anywhere in the United States or anywhere on Earth.
NOTE: This was originally filed on Complaints.com on May 1, 2009 as complaint #208822 and #211788.
The complaint has been investigated and resolved to the customer’s satisfaction.
add on charges
During a recent visit to have new tires installed, the salesman outlined charges that were extra.New valves and stems, extra.Balance new tires, extra.This is on top of tires that are way overpriced to begin with.I needed tires now.Only have a sears card to cover that much.Big mistake.After tires were installed in much more time than was promised, the bill had a $100.00 LABOR FEE! This was not discussed prior to the billing transaction.This salesman was good.He not only recommended a sears exclusive tire, he charged me for istallation also.That is ok. Sears auto center has made their last dime off of me.
The complaint has been investigated and resolved to the customer’s satisfaction.
It's actually a good thing that sears shows all of the add-ons. It's actually a way to change items to fit your needs. At discount tire and Costco, they automatically add things in, and you are still paying for them even though it says that it is free. The reason Sears does this is because there are many options to suit many vehicle types. There is a chrome valve stem option, and a regular rubber valve stem, also there are long and short valve stems, and high pressure stems for those who drive trucks. We can package everything together so that it looks like how costco sells them, because when customers see that there are OPTIONS they freak out and walk out because we are charging for too many things. I didn't think that it was a bad thing to give someone options, and we just put the ones that are tailored to each customer in so that you as a customer don't have to decide between the 20 or so valve stems options. Here's a hint: when you are tire shopping, use the exact same tire and make sure you are looking at tires with the exact same speed ratings. Also, look at the total price with EVERYTHING (road hazard, balancing, installation, valve stems, etc) Sears can and does beat Costco on several tires, and what they don't, they do price match. There are some tires that are branded differently, but are in essence the same exact tire, Sears will price match for a comparable tire also, so that the customer is always taken care of. Please if you have a problem with the service charges, do some homework, or ask to be shown around the industry. I do this for my customers and I have had 97% customer satisfaction feedback and most of my customers come back to me because I educate them about their purchases and exactly what the difference is when they buy from sears. I have noticed that a lot of people want a price of just the tire not realizing that tires at one place will be cheaper while installation is more expensive, and vice versa. And will not listen to me when I tell them that they need to look at the "whole" picture with installation and valve stems and road hazard.
no response from rebate center
I purchased a Kenmore clothes driyer from my local Sears store Mach 31, 2009. Unfortunately I was under the gun to make the purchase quickly. My old dryer had just broken down and I was booked for a flight out of town the next morning. With an older son at home, I needed to have a new dryer purchased and delivered as quickly as possible.
I went to Sears. The salesman made delivered a good line and included the fact that this purchases would include "free delivery and pickup of the old machine." Sold! When he wrote up the sale, however, he informed me that I would have to pay $75.00 up front for the delivery, then Sears would send me a $75.00 rebate. Normally I would have walked out of the store when he gave me this information. However, I was pressed for time, so I took the lousy deal - knowing full well that this could be risky and that Sears would be holding my money for a period of time.
The day I returned from my trip, I filled out the rebate form, made copies of the store receipts and attached them to the form. I mailed this via Priority Mail from the local post office to ensure that it would be delivered without a hitch. After 4 weeks I went online to the Rebate Center to check the status of the rebate. The screen I saw was a little confusing. It looked like the Rebate Center had no recored of my receipts. I then entered the data on online form provided and also sent an e-mail message asking for an explanation. Two weeks later I have heard no response from the Rebate Center. I just went back online to check the status of my rebate, and I have found the same confusing message. I again re-entered all the receipt data and again I have sent a message asking for a simple explanation regarding the status of my $75.00 rebate.
At this point, and based on what I have read in this website, I doubt that I will ever see the $75.00. I am through shopping at Sears!
I bought a new refrigerator from my local sears store. Told it would have free delivery. Then after I agreed to buy was told it would be a rebate. I paid the additional $65.00 sent in the papers, but guess what four months later no rebate. A person or a companies reputation will grow or diminish with their ability to do what they say. Sears had a great reputation. It has in my eyes diminished to a shoddy company and not one where my money will go in the future.
Sears, like many American retail chains, is in financial trouble. The reason they use the rebate system is to give them time to hold your money in order to make interest on it. The onger they hold it, the more money they make. I had the same experience myself recently. I will never make another major purchase from Sears again.
At this point I would advise you to send a complaint form to your state's Department of Consumer Affairs or Attorney General, depending on how your state handles these matters. This form can usually be downloaded from the internet. Attach a simple letter. ALSO SEND A COPY OF EACH TO THE SEARS REBATE CENTER IF YOU CAN FIND AN ADDRESS. If an address is not avaiable, send and email via their website and let them know that you have filed a formal complaint with your state. This might speed things up a bit.
We purchased a washer, dryer and refrigerator at Sears on March 2, 2009. We expected 2 rebate checks, one for $75 and the other for $797. After 4 months and many phone calls, we finally received our $75 check. Interestingly enough, we have yet to receive our $797 check almost 6 months later. Today I called the rebate customer service center, and they said that it would take 21 business days to process the re-issued check and another 4-6 weeks to actually receive the check in the mail. This is the second or third time I've heard this before. And back in May they supposedly sent our checks to the wrong address. When I asked them about this, they stated "We sent the check to the address listed on the rebate center", as if I don't know my own address. And the 800-number listed on the website for inquiries for the rebate center is not a valid number. Shady!
DO NOT BUY ANYTHING FROM SEARS!
I had same bad experience. After I mailed the $75.00 I checekd on line. It was there for processing. Than after a week I checked the information for $75.00 deliver status, I could not find any information, and the 800 number they listed is no longer valid. Just wondering, is this a Marketing scam for consumer. I double I will see my rebate back.
If sears can not do the rebate, just said it up front. Other retailer offer good service.
Joyce
Yes rebates are a bit of a scam. I purchased a refrigerator at sears and was given a rebate form for delivery charges. Waited 3 months, checked status and was denied. Reason was I bought during a sale. The rebate form does not mention this - when i called rebate center they knew this and agreed with me that the rebate doesnt say anythign about this yet it is rejected.
Go shop at home depot or best buy...
I purchased a double oven from Sears in Feb 2009 with a 10% rebate ($289.00). All of the paper work was filled out the same day, submitted online. They have indicate recieving and matching up the paper work but can't seem to sent out the rebate (in the form of a debit card). You would think Sears could mail the rebate out in 4 months. They post your bill to your account in FOUR HOURS.
Sears is really playing games (hope you get the rebate soon)with its customers. They are doing a lot more damage than good with the rebates. The rebate needs to be deducted at the time of purchase or you may NEVER get it.
Good Luck
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Sears address3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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