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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Replied
maintenance agreement
I have a service contract with Sears for my Amana 22 u ft. Fridge. It was not cooling. I called Sears and they sent out a technician after a week. He said the heat exchanger needed cleaning and was surprised that Sears had not cleaned this during their annual maintenance visit. He said it would now cool better. It never did. I then discovered after a week...
Read full review of Sears and 9 commentsfraud and scam
Had repair for fridge set for 9/22/08 in the AM. Sears confirmed the night before. They no showed me and then lied that the tech said he came to the house. Their call center was a joke and was helpless and no supervisor would help. I had to go to their store and blow a gasket. They gave me no choice but to reschedule with no explanation or apology.
On my knees praying that they will actually show up tomorrow. I will never... never shop at Sears ever again! How they still stay in business is a complete mystery to me!
The complaint has been investigated and resolved to the customer’s satisfaction.
re-stocking fee
I went into the Sears Store in Rego Park, New York, Saturday, September 20, to return a Sony 2-Speaker Home Theater System purchase on 09/05/2008
Using a very unprofessional and confrontational approach, I was told by their sales staff that there would be a 15% restocking fee The stereo was in the original box and looked like it had never been opened and brought back to the store within 2 weeks of purchase. I have a note from the store manager written all items received.
The restocking fee does not apply as the item was in the original box and packaging and met the requirements of Sears Return & Cancellations Policy
I also e-mailed and phoned their National Customer Relations to look into this. I explained to the representative that the product returned was in the original box. She then changed the reason for the 15% fee! Open box!. Never again SEARS!
Sincerely,
John Moey
………………………………………………………………………………………………………………..
Below is a link to Sears.com for Return & Cancellations Policy.
http://www.sears.com/shc/s/nb_10153_12608_NB_CSreturns?adCell=A3
Returns & Cancellations
Satisfaction Guaranteed or Your Money Back
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your original packing slip and sears.com Order Confirmation E-mail Receipt within 90 days of your purchase, 30 days for Home Electronics and Mattresses for a refund or exchange. If you are not satisfied with your purchase after these time periods, please let us know. Your satisfaction is important to Sears.
• A 15% restocking fee applies on Tires, select Home Appliances, Home Electronics, Home Improvement, Household Goods, Lawn & Garden, and Automotive products not returned in the original box, unused, and containing all original product packaging and accessories.
• Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee
For mailable and home delivery items, see our returns options below. Shipping and handling charges are not refundable. For additional questions on sears.com returns or order inquiries, email [protected]@customerservice.sears.com.
good luck on the customer satisfaction, refundable. you have to go to the top to get any satisfaction. I will say, National relations department will help you. read my post from 6-18-09 on weedeater and getting my full credit.
national telephone number which sears local stores doesnt seem to have... [protected] good in florida, orange park.
not warned of hidden fees when being approved of sears card.
I purchased an item at sears. Here is the salescheck # [protected]. The cashier offered me a $15 discount, if I applied for a sears card. I asked if there were any fees for the card, and she said no. So I signed up. Later that night, I looked over my receipt and it says that there is an annual fee of $59.00! So I went back to the sears cashier the...
Read full review of Sears and 14 commentsbad service
This is more of a warning than a complaint. My mom had a very negative and frustrating experience and has wanted me to post it on the internet to help others from experiencing the same.
My mom has had a Sears Credit Card for about 8-9 years. I came home from the mainland in 2006 and found a very large charge on her statment, in the amount around $60-$70. It turned out to be some kind of protection plan for the card.
Thing is, my mom said she never signed up for any plan. I spoke to a phone representative and was told that my mom signed for it with one of those $2.00 checks. I requested a copy of that be sent.
First I was told they would send it and it would take 7-10 business days. 2 weeks later, I called again and requested it again. Same thing. 2 weeks after, I was told that they did not have it and that they do not keep things on file that are more than 3 years old. I told them that it was ridiculous, as it is THE ORIGINAL proof or document that initiated the program in the first place.
We contacted the BBB and filled out the forms. However, we were told nothing could be done about it, as there weren't enough complaints at the time.
Sears credited back one amount. The annual fee kept being charged over 5 years. That would be up to $350, but then add to that interest. My mom was out a large amount of money.
Well, needless to say we cancelled the membership. Then after being abroad for a year, I returned and went through her bills. Another "plan" was being charged monthly. My mother did not sign up for this either!
English is not my mom's native language and her English reading skills are not very good. My mom feels that she was taken advantage of, because of this fact. Well, we cancelled the card all together.
So, to anyone who will listen, please be very careful with your Sears Credit Card. We hope this post prevents the horrible experience that my mom went through. If you have already experienced it, we are very sorry. Thank you for reading and good luck.
The complaint has been investigated and resolved to the customer’s satisfaction.
customer service
I had scheduled for a service repair on a Kenmore refrigerator. I filled out all the valid info. including my latest tel. and address. I received a confirmation e-mail letting me know that their would be someone coming between the hours of 1-5 to the address that I provided and if had any questions would call the telephone number I had provided. Well 5 o'clock came and went and know one had shown up. So I call the 800 number that was provided to me in the e-mail. I explained the situation to the lady who answered the phone, she asked for my tel. number I gave her the one I had provided when I had placed the request for the service repair. She asked if I had another one, I informed her that is the one I had provided when I made the request for the service repair and that I could giver her the service repair confirmation. She said no and that she needed another number I told her that is the only one that I had provided, she told me to hold on and then she hung up on me. I called back and spoke with the same lady this time she asked for a name and address. After spelling my name and address to her she then informed me that they had called the number that I had provided not from the e-mail service request I had placed that morning but from the one from 4 years ago when I originally purchased the fridge. But even before this she asked me if I was interested in an extended warranty. Then after she had told me what happened I told her how come someone did not call the number on the service request e-mail that I had placed that morning, She did not have an answer for me. She then instead of offering some kind of rebate or a waiving of the service fee she just told me that the next time a repair person could come out to do a repair would be 4 days later.
Defect in lighting
My husband and I purchased a Kenmore Elite Trio refrigerator in May of 2006. On Friday morning, August 29, 2008, I opened the refrigerator door and smelled something burning. When I touched a Mason jar containing tomato juice on the top shelf, the jar was extremely hot. A bowl next to it was likewise extremely hot, so much so that I couldn’t pick it up...
Read full review of Sears and 86 commentsworst customer service and card payments
This site is the absolute worst. I got this credit card because I needed to get some stuff on my car fixed and it seemed like a nice deal. Wrong! I usually pay my bills online and they want all your bank information... What company does that? What happened to a simple credit card payment? So I called customer service and every representative I have spoken to are rude. If you wish to pay with a credit card they charge you $14 just to use your card. I hate this card and if sears wants to keep their business they better straighten theirs!
appliance defects
Sears Holdings Corporation August 12, 2008
William C. Crowley, Executive Vice President
3333 Beverly Road
Hoffman Estates, IL 60179
Dear Mr. Crowley:
I am writing this letter to express my dissatisfaction with Sears customer service. Being a loyal customer for over 35 years, I would like to relate the following experience.
After our less than three year old Model 110.[protected] washing machine malfunctioned, I ordered the replacement water pump from the actual part number and parts list diagram, paying expedited freight charges. When the pump arrived, the unit was entirely different from the original unit and contained the entire motor assembly with stern warnings about returning if installed. I called your parts dept. and was told I had the wrong part for my machine and they would send the right replacement part. The next day, a duplicate part arrived and I called the parts dept and spoke to a supervisor (Dave) whose response was he would submit a request to Whirlpool Inc. and that it would take 5- 7 working days. He said that he had other customers who were more urgent. I contacted customer service and spoke to (Mary) who said she would try to expedite this request. I finally contacted Whirlpool directly and was told that this was to be a superseded replacement part.
After installing the new unit, I found the troubleshooting guide immersed in water and taped to the inner-panel of the machine. I then followed the guide and also replaced the machine motor that I purchased directly from Whirlpool and to no avail, as the machine still does not function properly.
I then called the local Hunt Valley store where I purchased the unit. The appliance salesman told me that I was out of luck as they had not sold the over $1000 machine in over two years due to the class action lawsuit and associated problems with the machine. Next, I attempted to contact the store manager and the phone would ring continuously with no answer. The switch board operator transferred my call to the jewelry dept saying, “the manager frequently hangs out there.”
I have invested over three hundred dollars in parts and Sears has yet to send a pick up tag to return the original part or credit me as originally promised. After reviewing the web site posting, most people have invested over $700.00 on repair visits for this washing machine
I have spent thousands of dollars at Sears buying everything from major appliances to lawn equipment to shop tools and machines for home and business. It has become clear that your employees care nothing about customer service. I do not intend to purchase any future items ever again from Sears due to the outrageously rude and unacceptable service that I have received.
Replied
customer service department
August 28, 2008
Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179
Attn: Advocate & Corporate
Complaint Department RE: Customer Service
To Whom It May Concern:
During these hard economic times, I found it necessary to purchase a new Dishwasher and Refrigerator. The appliances I had were over 20 years old and were not energy efficient items.
As I have done in the past, I researched the products and looked for discounts. I have owned Kenmore appliances in the past, and found the items that I wanted to purchase were top rated products recommended by www.consumerreport.com.
After my research, I decided to purchase appliances at Sears. On August 13, 2008, I purchased two items totaling $2, 439.57. Quite a substantial amount.
The Salesman, Eddie Barajas, did a wonderful job, as I had to call him a few times with measurement questions, and he was extremely helpful. After I purchased the items, I left the store feeling that I would definitely purchase other items from him in the future.
After discussion of delivery, I was told that I would be contacted within 72 hours with the date and times for delivery. I was concerned about having the deliveries too close, as I have a small kitchen, and did not want to have many delivery people in my home at once. Also, I have a large dog, and during hot weather, do not want him outside too long. I asked for delivery on a Wednesday or Thursday. My salesman told me that I could discuss this with the delivery department and would not have any problems, as the items were available at the local warehouse.
-2-
Within the 72 hour period, I was contacted by a company named Service Bench, to schedule the dishwasher installation, which was agreed upon. I was not contacted for the refrigerator delivery during that 72 hour period.
On Monday, August 18, I called Sears delivery at [protected], and I was told that the “Freezer” that I purchased was delivered on August 15, 2008. I told the person that I had purchased a Dishwasher and Refrigerator, not a Freezer and she advised me that the purchase was not in the computer. That evening I arrived home to have two messages from Sears delivery. One message scheduled the Refrigerator delivery for August 20, 2008, between 2 P. M. and 4 P. M. , the Dishwasher was scheduled for August 20, 2008, between 3 P. M. and 5 P. M. I immediately called the automated system to verify, then talked to a person, and was advised to call after 6 P. M. for times.
I was a concerned that the deliveries would overlap and called the 1-800 number after 6 P. M. , only to reach a recording. Finally, I reached a person who said to call after 9 P. M. and scheduling would be modified. Again, after 9 P. M. , I called repeatedly, only to reach a recorded message. By this time I stopped calling. I only hoped that the day of delivery I would have adequate time to prepare for the two deliveries.
On Wednesday, August 20, 2008, around 11:30 A. M. , I was contacted by the delivery men, asking permission to delivery the refrigerator early, as they were in the area. I was doing a project and told him that I needed time to empty out the old refrigerator, freezer, and clean the floor, cabinets and walls. I scrambled to get the items out of the freezer, when I discovered they were at my door. I had to get my dog out into the back yard and get two coolers from my garage for food storage.
The men seemed to be in a hurry, since they were ahead of schedule, and had the new refrigerator at my front door before I was ready for them. I was trying to work as fast as I could to empty and clean, and unfortunately left some items on one of the doors of the old refrigerator.
-3-
I pulled out the old refrigerator to clean, and they were standing there watching, not even an offer to help. I vacuumed and barely had time to mop the floor, while they were ushering me out of the way to move away the old appliance. I told them to be careful of the slate floor, as it will scratch. They were tilting it and I said “watch out”, then I knew the slate was scratched.
Meanwhile, I was unaware that I had left items in the refrigerator, and the men did not check or ask me to double check. I feel as though I was so rushed, I did not have the appropriate time to prepare. This was my main concern at the time of purchase, and it was happening.
As the Sears truck was leaving, another truck was backing up into my driveway, with the dishwasher. The time was approximately 1:30 P. M.
ANOTHER EARLY DELIVERY!
As the new dishwasher was being brought into my home, the old dishwasher was being disconnected and a tool chest was placed in the kitchen, therefore, I had no place to stand and put items in the refrigerator. I told the man that I wanted to clean under the area, and he said that would be no problem. He picked up some glass, screws and larger items himself, and then I was able to vacuum the dirt and cobwebs.
While I was in the kitchen, putting food items into the freezer before they melted, I realized some items were missing. I went through my coolers and could not find my RX and other items. I immediately called Sears delivery department and was told that the delivery truck was still out, and that I would receive a call from them within the hour. By this time, it was around 2:30 P. M. , as the dishwasher people were still here.
During the call, I told Sears that I had neglected to get two prescriptions that needed refrigerated, and I needed the Pharmacy name and RX numbers so I could replace them, as they were expensive.
-4-
By 6 P. M. , I had still not received a call, again calling customer service, only to listen to a recording. By now I had discovered just how many items were still on the door of the old refrigerator.
The following morning, August 21, 2008, I started calling customer service at around 10 A. M. , and by 3:30 P. M. , I had talked to 13 people! Two out of the 13 that I talked to offered me a $50.00 gift card and I was told to call the Sears Corporate Advocate and Customer Complaint Department at [protected] for food compensation. I then decided to wait until my next day off, as this was beginning to frustrate me.
Thursday morning, August 27, 2008, I had the unfortunate opportunity to talk to a woman who said her name was Tina, #563536. She is supposed to be the Advocate for the Complaint department. She was rude, unprofessional, continued to interrupt me as I spoke and down right awful and unhelpful!
I explained to her the situation, as it happened, about the prescriptions and food items; and that someone, during all the conversations with Customer Service, had told me that I would be reimbursed for the food items. She consistently badgered me about who, and how and did I get the misinformation about reimbursement for food items, as this is not policy, and what telephone numbers I had called.
I tried to tell her the names and ID numbers of the people I had talked to and she continued to tell me that she was going to hang up on me. Then I tried to describe the food items to her and she, again, stated that she was going to hang up on me.
I have been in Customer Service for over 35 years, and in all these years, I have learned how to listen and make sure the customer is finished venting before speaking. Had I been that rude, I would surely be out of a job!
-5-
The people I talked to from Sears on August 21, 2008, were:
Jack #24201 Unit Supervisor
Randy, Amanda, Clarisa #24201, Lei, John, Jack
Tenesya ##82013, Yuvan #1047
John #1112, Donnecia #79803 (very helpful)
Tina #563536 was the person I talked to on August 27, 2008.
Unfortunately, for me, I did not get every ID number.
Last Thursday, August 21, 2008 I called home delivery, at [protected], and was told that the old appliances were at a warehouse and was given [protected] to check if the appliances were still there. By now, frantic about the RX, I knew they had begun to spoil and I needed the information.
The girl I talked to informed me that the refrigerator was at Jaco
[protected]. Again, I was informed that the GE refrigerator was not there or may have already been shipped.
Now, I feel as though I am entitled to some sort of financial reimbursement. As for all the items that were left to spoil, for the prescriptions that I tried and tried and failed to acquire and mostly for all the unnecessary stress. My husband has been out of work most of the past two years, due to surgeries, and I do not have the $100.00 or more to replace the following food items:
Ketchup, Mustard, Mayonnaise, Chinese Mustard, Pine nuts, Two prescriptions @ $25.00 each, 5 bottles of Salad Dressing, Soy Sauce, Artichoke Cream Cheese Dip, 1 Box of Arm and Hammer Kitchen Baking Soda, Lemon Juice, One bottle of Marinara Sauce, Clam Juice, Clamato Juice, Coffee, Olives, Sweet & Sour Marinade, Vermouth, Teriyaki Sauce, and Two bottles of Salad Spritzers. Many of these items are not used on a daily basis, therefore it will be quite expensive to replace them.
-6-
I do not believe that I am being unreasonable in asking for compensation or a gift card to Vons, Albertsons, Smiths, all Nevada grocery stores, as I did what was required, in writing, by me for this delivery. I did not read anywhere that It was all my responsibility to have everything out of my refrigerator, although, had I had the appropriate amount of time or consideration I would not be writing this letter of complaint. I did everything in my power to talk to the various representatives from Sears for a solution, only to be passed on to another and another and another and another, finally to Tina to be told, basically, that I “was getting nothing!”
I am not asking for compensation for the scratches on the slate floor, as I know I can buff them out. I am asking for monetary help.
Unfortunately, you have lost a loyal Sears Customer of over 35 years, and I will notify all family members and friends of this unfortunate Customer Service Nightmare.
Respectfully,
Margaret Stayen
3608 Broxburn Street
Las Vegas, NV 89108
Cc: Illinois Attorney General, Lisa Madigan
Nevada Attorney General
Clark County Better Business Bureau
Clark County Consumer Affairs
www.consumeraffairs,.com www.complaintsboardcom
The complaint has been investigated and resolved to the customer's satisfaction.
We are very upset to see you are having some trouble with your water heater. Have you had a technician out to ### the issue? Please send us a private message with the full name, mailing address and phone number so we can verify the account for review.
Thank you,
Sears Member Service
Thank you for posting this feedback with your refrigerator. Sears strives to provide top quality services to all its members and judging from the multiple services visits it’s clear to see why you’d be dissatisfied. My name is Isaac and I’m a moderator for the Sears Social Media Support team. I am reaching out to you and offering our assistance with this refrigerator issue. Please send the following information – contact #, screen name (mark van vlack ), and the phone # used at time of purchase to smadvisor@searshc.com.
Thank you,
Isaac D.
Social Media Moderator
Social Media Support Team
We appreciate your feedback concerning your experience with your Kenmore Oasis washer and dryer which failed to meet your expectations. While we are happy to know you have replaced the items with GE products we are concerned about your overall experience. Sears is a retailer of products that are made by manufacturing companies. If a product should fail to meet our member’s expectations we will do all within our power to make the matter right according to the manufacturer’s warranty and/or protection agreement guidelines. My name is Brian and I am a member of the Sears Social Media Support team. After reading your post I am taking this time to offer our assistance. If you would like to discuss this matter further or provide further feedback we would be happy to hear from you. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference your post (Debi adams), to smadvisor@searshc.com and a case manager will contact you directly. Thank you for the product feedback. We look forward to speaking with you soon.
Thank you,
Brian R.
Social Media Moderator
Sears Social Media Support
We apologize for the trouble you’ve experienced with your range. My name is David with our Sears Social Media Support team. I can understand your frustration with this situation and wanted to reach out to you. If you would like, we would be happy to have a case manager contact you directly to discuss this issue with you and assist in addressing your concerns. At your convenience, please contact my office via email at smadvisor@searshc.com. In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (loggon) you used to post on this site, for reference to your issue. We look forward to speaking with you soon.
Thank you,
David W.
MySears Community Moderator
We’re sorry that our Home Services did not meet your expectations. My name is David with our Sears Social Media Support team. We would be happy to connect you with a case manager to discuss this situation with you and help address any other concerns you may have. At your convenience, please contact my office via email at smadvisor@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (Cwmartin) you used to post on this site, for reference to your issue. We look forward to talking to you soon.
David W.
Social Media Moderator
Sears Social Media Support
We're truly sorry for the frustration and confusion over your Sears account. My name is David with our Sears Social Media Support Team. If you’d like our assistance, we would be happy to help get you in touch with a supervisor with Citibank, who handles all of Sears’ credit and financial matters. Please send us an email containing your preferred contact information, including the phone number used at the time of purchase, to SMAdvisor@searshc.com. Please include your screen name (Jameson Lukasik), so we may expedite your request, and we look forward to assisting you.
David W.
Social Media Moderator
Sears Social Media Support
My name is Liz and I am a member of the Sears Cares Escalation Team. We saw your comment and wanted to reach out to you to offer our assistance. We are terribly sorry for the frustrations you have endured with your dishwasher. We would like to connect you with a dedicated case manager that can assist you in resolving this situation to your satisfaction. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (zigsgals), to smadvisor@searshc.com. Again, we apologize for any troubles we have caused and we look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
We are sorry to hear about the service issues you experienced while trying to get your mower repaired. I know this can be frustrating, especially now since we are in the growing season. We would like the chance to discuss this with you and assist in any way we can. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the mower was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (reggie b) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
David W.
Social Media Moderator
Sears Social Media Support
We are terribly sorry for the trouble you’ve been having with you online order. We would like the opportunity to discuss this with you and assist in resolving your situation with your refund and addressing any other concerns you may have. At your convenience, please contact my office via email at smadvisor@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (The Owl) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
David W.
Social Media Moderator
Sears Social Media Support
My name is Dee M. with Sears Cares and we want to speak to you about the experience you wrote about. We will be happy to get you in touch with the appropriate parties regarding the Sears card you mentioned in your posting as we value your business. We sincerely apologize for the inconvenience you are currently going through and we are here to help. Please send the following information – contact #, screen name (smartwork), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking to you soon.
Thank you,
Dee M
Social Media Moderator
Sears Social Media Support
My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and want to offer some assistance. We are very sorry to see that you having such a disappointing experience with your microwave. It is frustrating enough to encounter any trouble with installation, much less to receive poor customer service while trying to obtain a timely resolution. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your return needs are met to your satisfaction. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the microwave is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (ML Rosbach) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
Hi, my name is Brian with the Sears Cares team. I was able to locate your post and I'm sorry to hear that you've had such a bad experience in attempting to get your dryer repaired. I can understand how we missed your expectations with anticipating a technician to arrive only to be told later that the appointment had been cancelled. While there are things like weather or illness that are out of our control and can cause a technician to be late or cancel, we'd still like to make sure your repair is finished as soon as possible and to your complete satisfaction. Please send the following information – contact #, screen name (LL51) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for any inconvenience this has caused and we look forward to speaking with you soon.
Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
I am Liz and I am a member of the Sears Social Media Support Team. We are truly sorry for the frustration and confusion surrounding charges on your bank card from sears.com. We would like the opportunity to have one of our dedicated case managers look into this further. 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 phone number and the phone number the purchase is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Nakia Baird) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
We are terrible sorry for the disappointment surrounding the billing concern with the service that was performed on your refrigerator. We certainly understand the importance of saving money anywhere you can. My name is Misty with the Sears Cares team and we would like to speak with you about your recent service experience to see how we can help assist with this matter. Please send the following information – contact #, screen name (livetoride), phone # used at time of purchase to smadvisor@searshc.com and we’ll be in touch!
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
We’re sorry for the troubles you’ve encountered with your refrigerator. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like to talk to you and have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and put an end to your frustration. Please send the following information – contact #, screen name (NotHappy55) and the phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize and we hope to speak with you soon.
Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
We are sorry for the terrible experience you have had with your dishwasher installation. Sears prides itself on providing the highest quality products and service and we would like apologize for the fact that we’ve made you feel otherwise. We would like to connect you with a dedicated Senior Case Manager at our executive office who can research and assist you. Please send the following information – contact #, screen name (Downside) phone # used at time of purchase to SMAdvisor@searshc.com
Thank you,
Mario G.
Social Media Moderator
Sears Social Media Support
My name is Brian and I am part of the Sears Social Media Escalations team. We are truly sorry to learn of the multiple setbacks your family has encountered with your refrigerator delivery. We totally agree when mistakes happen, it is our chance to step up, and make it right for you, the customer. We would like to speak with you more about this situation, and ensure that the remainder of your experience goes as smoothly as possible. Please send the following information – contact #, screen name (Cwilson.punisher), phone # used at time of purchase to smadvisor@searshc.com. We do look forward to speaking with you soon!
Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
Hello, my name is Trent and I'm with the Sears Cares Team. I am sorry to hear of the troubles you and your parents have encountered with the repairs to your furnace. We can certainly understand the need to resolve your concern as soon as possible, especially since you have your elderly parents to consider. We would like the opportunity to discuss this matter with you and be your one point of contact within Sears to ensure that we resolve your concerns in a satisfactory manner. Please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Fisherrp), to smadvisor@searshc.com.
Thank you,
Trent A.
Social Media Moderator
Sears Social Media Support
My name is Susan with Sears Social Media Support Escalations team. We are single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. I found your post here and wanted to reach out and offer our sincere apologies for the way your sockets were shipped. We understand how upsetting this is to you since you've had to pay more in shipping fees. We'd like to speak with and offer our assistance to see how we can turn this situation around. We value your business very much and want to make sure that everything thing that can be done to help you is being done. Please send the following information – contact #, screen name (mezo), phone # used at time of purchase to SMAdvisor@searshc.com.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
Please accept our apologies for the trouble you have encountered with your mattress and for any inconvenience with our customer service team. My name is Misty and I am with the Sears Cares team and we would like to offer our assistance with resolving this issue. At your convenience, please send the following information – contact #, screen name (Myrtha Trujillo), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon!
Thank you,
Misty H.
Social Media Moderator
Social Media Support Team
My name is Edwin and I work with the Sears Social Media Escalations team. We’re sorry to hear about the problems encountered while attempting to get a service repair appointment for your refrigerator as well as how it was handled, and for that were sorry. We’d be happy to assist. Please send the following information – contact #, screen name (mariebindenver), phone # used at time of purchase to SMAdvisor@searshc.com.
Thank you,
Edwin C.
Social Media Moderator
Sears Social Media Support
Please accept our apologies for the level of customer service you have received from one of our Auto Centers. My name is Liz and I am a member of the Sears Social Media Support team. I saw your post and wanted to offer our assistance. I can see how frustrating to purchase new tires and one of the tires needed to be replaced. We would like to contact you and further discuss your recent experience. 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 phone number and the phone number the tires were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (dougnsalem) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support
I'm sorry for any inconvenience and frustration you’ve encountered with your delivery. My name is Brian H. and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience please contact our office via email at SMAdvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide a contact number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Dejavu62) in the email so we can reference your post. Again, we’re sorry for any trouble we have caused and we hope to speak with you soon.
Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble you have encountered with your washing machine. We understand the importance that the washer plays in the family home and how frustrating this experience must be for you. We would like to look further into what has happened surrounding this unit and see what can be done to assist and to help minimize your concerns. At your convenience, please send us an email to smadvisor@searshc.com providing a contact phone number and the phone number that the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (susan zezzo) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Jay C.
Social Media Moderator
Social Media Support Team.
We're truly very sorry that you’ve had these problems with your A/C unit. We know that being without a working a/c unit in the home is big inconvenience. We would like to speak with you about this experience and provide the proper feed back to our business partners in the service center, As the seller of these appliances on the behalf of the manufacturer we provide the service for any appliance we sell. We also hope that the item will not fail, because they have our name attached to them, but anything that is manufactured has the possibility of failure, be it a A/C unit or anything else. All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact our office via email at SMAdvisor@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the A/C unit was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (blulincs) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
I saw your post today and wanted to touch base with you. My name is Mike and I am a member of the Sears Social Media Support team. I am truly sorry to see all of the trouble that has resulted from your rescheduled delivery. We realize how important it is for us to honor our commitments, and we do apologize that we fell short of that mark in this instance. I can understand your aggravation with this situation, as you were not only inconvenienced in regards to your food and your wife’s medicines, you were then disappointed in the experience you had on the telephone. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to both discuss your experience as well as to monitor the delivery from this point forward to ensure that you receive your appliances. At your convenience, please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Herrick) 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,
Mike D.
Social Media Moderator
Sears Social Media Support
Thank you,
Mike D.
Social Media Moderator
Sears Social Media Support
My name is Mike and I am a member of the Sears Social Media Support team. I saw your post this morning and wanted to touch base with you. I am very sorry to see that you are having such trouble having your refrigerator serviced. I understand how important it is to have your refrigerator functioning properly as it stores your food, your drinks, and your medicines. If you would allow me the opportunity, I would like to connect you with a dedicated case manager to monitor the repair process and ensure that your refrigerator is running as it should.
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Angelah1012) 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,
Mike D.
Social Media Moderator
Sears Social Media Support
My name is Stephanie L. and I am with the Sears Social Media Escalations team. Please accept our apologies for the continued troubles surrounding the installation of your garage door opener. We do understand your time is valuable and the multiple reschedules due to the incorrect service technician being assigned to the far out scheduled date for the latest repair can cause frustrations. There is a schedule that our service technicians have to adhere to, however, we would like to contact you and go over the options we have to help you in this matter. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the garage door opener was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name Frederick Ginyard, you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support
Please accept our sincerest apologies for the repair communication failures and your overall disappointment in the quality of the products you have purchased from us. Although we do make every effort to maintain our repair route schedules, problems and long repair calls can arise. With that being said, there is no excuse for the poor service you received on your multiple attempts to reach out to us for assistance. My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right.
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Armonde you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
My name is Scott and I'm part of the Sears Cares Social Media Support Team. We located your post here and wanted to reach out and make contact with you. Please accept our sincere apologies for all the trouble and inconvenience you've encountered with your refrigerator repair. Being without a fully functional refrigerator is never easy, nor are multiple repair appointments. We'd like to speak with you regarding this and look into what's happened with your refrigerator so far.
At your convenience, please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number). Also, in your email, please provide your screen name (Owiler) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.
Thank you,
Scott J.
Sears Cares Social Media Moderator
We're terribly sorry to learn that you recent Sears repair appointment was such an unpleasant and disappointing experience. My name is Scott and I'm with the Sears Executive Social Media Support Team. We came across your post here and wanted to make contact with you. No matter the platform, Sears' goal is always to exceed our customer's expectations. It's clear we have let you down. We'd like to follow up with you and address your concerns. At your convenience, please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the oven was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Kialed) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.
Thank you,
Scott J.
Social Media Moderator
Sears Social Media Support
My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We're indeed sorry to hear your washer is causing some trouble, and has let you down. It's definitely not easy being without a washer now days. At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the front load washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Searssux you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian S.
Senior Case Manager
Sears Social Media Support
My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We do understand how important your money is, and would like to apologize for the huge inconvenience this has caused you. We can help get you in touch with a supervisor with CitiBank if you'd like. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number, and we will call you directly. Also, in your email, please provide the screen name Dadiko you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian S.
Social Media Moderator
Sears Social Media Support
My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. I apologize for any inconvenience that you may have experienced with the failure of your dryer, and setting up your repair appointment. Being without a dryer is tough enough these days, but given the nature of your job, a dryer is a must have. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Ovilio Diaz or Neil Leal you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Brian S.
Social Media Moderator
Sears Social Media Support
My name is Robert and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance. I'm sorry we've not informed you the proper features of the stove. This is definitely not the type of experience our customers should encounter with us. Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.
At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Long Time Customer) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
I can certainly understand your frustration with having your oven break down multiple times. We'd like the opportunity to speak with you to help resolve your concerns. My name is Brian H. with Sears Cares and we can help. Please email your contact information to smsupport@searshc.com and a dedicated case manager will contact you to assist. In your email, please be sure to include your screen name (ellemaecurbless) and the phone number you purchased the oven under so we can make reference to your case. Again, I apologize for the inconvenience and we hope to hear from you soon.
Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
I'm very sorry that you've had so many repair problems with your washer and for the lack of customer service you have received. The "No-lemon guarantee" with your Master Protection Agreement assures that your appliance will be replaced if it has had four functional part failures, where a functional part is replaced, within a 12 month period. We would be more than happy to discuss your situation with you further and to provide the quality customer service that you deserve. My name is James and I’m part of the Sears Cares Escalations team and we value you as a Sears customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the washer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (mamamona) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I'm sorry for the bad experience that you had at our Oakland Mall location. I understand that you feel our associate ignored you and we would like the opportunity to make this right and help you with any other issues you may be having. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide your screen name (kimnea) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Regarding your earlier post today about the Hoover carpet shampooer. I mistakenly asked you to send us your contact information and I see that your post included your contact information. I will forward this information over to the Sears Cares team and ask that they contact you regarding the issues with the carpet shampooer you had problems with. A personal care case manager will be in touch with you within the next 24 hours. Thank you very much for being a Sears customer, we value your business very much and look forward to speaking with you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
I am very sorry to hear of the horrible service that you've received surrounding the failed delivery of your washer and dryer. I'm not sure why our delivery team was unable to back their truck up onto wet pavement unless it was new freshly poured pavement. Regardless, you certainly deserve better service than what you have received and I'm sorry for the inconvenience and frustration that this has caused. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the delivery was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (El Honey Badger) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I came across your blog and I wanted to reach out and apologize for the frustration and inconvenience caused by your new over the range microwave. I understand your dissatisfaction after dealing with so many repair visits and even property damage. My name is James and I’m part of the Sears Cares Escalations team. We value you as a customer and would appreciate the opportunity to discuss this issue with you further and restore your faith in Sears. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the OTR Microwave was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (CLS1978) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I'm very sorry that your freezer failed so soon and that you are unhappy with the replacement model. We do value you as a customer and would like to see how we can help with this unfortunate situation. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the freezer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Agibass) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I came across your post and I wanted to reach out and apologize for the bad experience you've really had surrounding the repair of your refrigerator. I understand how important it is to have a working refrigerator and I'm so sorry for all the inconvenience and frustration this has caused for you and your family. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact my office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (cdalt) for reference to your issue, and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I saw your comment here and I wanted to reach out on behalf of Sears and apologize for all the trouble you have had with your air conditioner. Having your unit fail at the height of summer is frustrating enough without adding on the problems with the repairs and the poor customer service you have received. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. Waiting so long for service is not acceptable, but the delay is usually because a technician was held on service appointment that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. This is not an excuse for what happened to you, merely an explanation. I can see why you would be very frustrated with the missed service times and multiple repairs that have not fixed your air conditioner. Certainly you have not received the type of service from Sears that is expected and for that I am truly sorry. My name is Laura with Sears Cares and we are a team dedicated to assisting our customers with escalated concerns such as yours. I have forwarded your information and this post to our team and you will be contacted directly by a personal case manager within 24 hours to discuss your experience. If you would like to provide any additional information you can contact our office at smsupport@searshc.com. In the email, please reference your user name (Carol Mills) so that we can access your case and please do include your contact information. Again, we apologize for all the inconvenience and we look forward to speaking with you soon.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
I saw your post here and I want to apologize on behalf of Sears for the difficulties that have occurred with your washer repair. I can certainly understand the frustration you must be feeling after being promised a service appointment on a certain date, only to be told we could not honor that appointment. It also seems as if you received very poor customer service once you were notified of the scheduling issue. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. We would like to speak with you regarding your experience and assist in making sure that your washer is repaired. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will contact you directly. In the email, please provide a contact phone number, the phone number the washer was purchased under (if different than the contact phone number), and please do include your user name (A. Culloty) for reference to your issue. Again, we apologize for any inconvenience this has caused and we thank you for the opportunity to assist in whatever way we can.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
My name is Laura with Sears Cares; I found your post here and I want to apologize for all the difficulty you've experienced with your dishwasher. I can certainly understand your frustration at having to replace your dishwasher only to see the new one fail as well. As the seller of appliances on the behalf of the manufacturer, we provide the service for any appliance we sell. We also hope that the item will not fail because they have our name attached to them but anything that is manufactured has the possibility of failure, be it a dryer, washer or a Ferrari. This is why Sears offers extended care warranties once the manufacturer’s warranty ends so that in the event it does develop problems, we can cover the service at no cost to you. No retail organization (or manufacturer) can guarantee the item you purchase will not fail. All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience please contact our office via email at smsupport@searshc.com so that a personal case manager can contact you directly. In the email, please provide a contact phone number, the phone number the dishwasher was purchased under (if different than the contact phone number), and please do include your user name (lizcampbell12) for reference to your issue. Again, we apologize for any inconvenience this has caused and we thank you for the opportunity to assist in whatever way we can.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
I'm very sorry for the number of issues that you've had with your refrigerator. You mentioned that it was deemed "un-repairable" by a service technician and in that case you are correct that you would receive a replacement under a Master Protection Agreement. The process of receiving a replacement however might not have been followed correctly. We would appreciate the opportunity to resolve this and the issue you are currently having with your washer. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the refrigerator and washer were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (patricia a stewart) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I'm so sorry that you are having to deal with this possible identity theft situation. I understand how frustrating this can be and what an impact it can have on your credit left un-handled. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help you resolve this issue. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the screen name (Fred Martinez) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I'm sorry that you feel that your mother was pressured into buying a service contract for her washer. We'd be happy to discuss this issue with you. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (david Myers) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I'm very sorry to hear that your overall experience with us was not to your satisfaction. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved as well as make sure you have the product you want. At your convenience please contact our office via email at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the refrigerator was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide your screen name (Jpatel0928) so we can reference your case. Again, I apologize for any trouble we have caused but we do appreciate any opportunity to help.
Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
We found this post and I wanted to reach out and express our concern and our deepest apologies for this situation. We can understand your frustration and concern regarding your service appointment for the lawn tractor. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within a timely manner. We can’t ask a tech to leave a job partially done in order to make the next appointment(s). We wouldn’t do that to you or any of our customers. We also can’t know how long a particular job is going to take until the technician gets to the job and diagnoses the issue. Many times it takes longer because we are not going to cut corners for the sake of time. This does cause delays on occasion, but sacrificing quality for time is simply not an option for us. Of course, this is not an excuse, just an explanation. We would like to talk with you to see if we can get a technician to you any sooner.
At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the lawn tractor was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (Larkspur0318) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
I am so sorry that this happened in one of our automotive centers and for the trouble you faced when trying to make a formal complaint. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like the opportunity turn this around and make sure that you are treated fairly. We do value you as a Sears customer and we can get you the help that you deserve. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (chris yoo) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
Buying this type of equipment and then not being able to use it is certainly not what we want for our customers. I'm very sorry for everything that has happened surrounding the purchase and repair of your pressure washer. My name is Susan and I am part of the Social Media Support Escalations team at Sears and we would like you to know that we do value you as a Sears customer and we'd like the opportunity to resolve this issue. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the pressure washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide your screen name, Mr. Harrison, for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
I'm so sorry for the mulitple issues you've recently experienced with Sears Parts and Services. It's our goal to provide our customers with the best products and services and I understand that we have failed to do this with you. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like the to know more about your experience so that we might improve our process. We would also appreciate the opportunity to show you that we do value you as a Sears customer. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the lawn mower and stove were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (fancythecat) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
To Mr./Mrs Korikla:
I saw your comment here and I wanted to reach out and apologize on behalf of Sears Cares for what happened with the on-line order for tools. I do apologize for the delay in finding your comments also and I wanted to ask you to contact my team, even if this has been resolved, to allow us to check into what happened and see if we can make this right for you somehow, but especially if it has not been resolved so we can ensure this happens.
My name is Susan and I’m part of the Sears Cares Escalations team and we’d like to step in and resolve this issue for you. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the tools were originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name ( Korikla) listed on your site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R..
Senior Case Manager
Sears Social Media Support
My name is James and I am part of the Social Media Support Escalations team at Sears and I am very concerned about what I have read here. I realize that the issue with your car has been resolved however, we would appreciate the opportunity to address your concerns and restore your faith in our company. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the auto service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (JenniferHo) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I understand your frustration and even tho it seems like policy was followed in your situation, I'm not confident that you received the best customer service/assistance that we should have provided. For that I do apologize and want to help. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at smsupport@searshc.com. Please send us an email providing a contact phone number and the phone number the element was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (colin2) for reference to your issue and we do look forward to talking to you soon.
Thank you,
James H.
Social Media Moderator
Sears Social Media Support
I want to apologize for the poor customer service you have received after purchasing a new tractor from Sears. Sears prides itself on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. This concerns us greatly and we do wish to discuss these experiences with you so that we may check into what happened and see if we can make this right for you somehow.
My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Eva Reyes) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Laura D.
Social Media Moderator
Sears Social Media Support
I saw your comment here and I wanted to reach out and apologize for any inconvenience that we have caused with your delivery. I understand that we have put you in a very frustrating situation and I wanted to ask you to contact my team, even if this has been resolved, to allow us to check into what happened and see if we can make this right for you somehow. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the refrigerator was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (lobolexus) listed on your site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
My name is Misty with Sears Cares and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and we’ll call you directly. Also, in your email, please provide the screen name (Jen Green) listed on your site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
My name is Misty with Sears Cares. I saw this comment and I wanted to reach out to you to see if we could be of assistance. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue. We would really like to investigate to make sure that everything that can be done is being done on your behalf. I do apologize for the delay in finding your comment also and I wanted to ask you to contact my team.
At your convenience, please contact my office via email at smsupport@searshc.com so we can help. In the email, please provide a contact phone number and the phone number the cook top was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (spike78) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
I’m so very sorry that you’ve had these problems with your refrigerator. You should not have encountered this situation with a four day delay in getting service out to you. We would like to look into this on your behalf to see how we can resolve this to your satisfaction.
My name is Misty with Sears Cares and I would like to get you in touch with a personal case manager to address any concerns. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (joannelau) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
First allow me to apologize for the delay in responding to your post. What you’ve posted here is not acceptable by any Sears standards and we would like to investigate this as well as resolve the issues. I am sorry that we have put you in such a frustrating situation and we would like the opportunity to make things right.
My name is Misty with Sears Cares and I would like to help. At your convenience, please contact my office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the washer and dryer was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (Beckyjohnston) listed on your site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
I am sorry to hear that your online experience did not go over smoothly. My name is Misty and I am with Sears Cares. I would like to get you in touch with a personal case manager who will assist you with any concerns. At your convenience, please contact my office via email at smsupport@searshc.com so we can get this resolved for you. In the email, please provide a contact phone number and the phone number that your items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (circawdm) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.
Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
My name is Susan and I am part of the Sears Cares Team. I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please reply to this message with your contact phone number and any other information you would like to provide to us regarding this situation. We will get that information over to a Case Manager who will contact you so that you (and others) won't have to continue to be impacted by this. Also, please provide the screen name (James Kelly) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support
My name is Susan with the Sears Cares Team and I am sorry to hear about the issues that occured with the delivery of your table set. We would like to assist you in resolving this matter. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the items was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Upset From Toronto) for reference to your issue and we do look forward to talking to you soon.
Thanks,
Susan R.
Social Media Moderator
Sears Social Media Support
We are sorry to hear about the problems you experienced with your ice maker and for the service provided. We can only imagine the frustration this experience has caused you. We would still appreciate the opportunity to speak to you regarding the service you received. My name is Dianne and I work for the Social Media Support Team. We are a single point of contact for problem resolution within Sears corporate. One of our dedicated and personal case managers would oversee your case from start to finish. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Refik) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Support Team
My name is Dianne and I'm part of the Sears Social Media Support Team. I found your post here and I wanted to reach out to offer assistance. I’m sorry to read about the problems you’ve encountered with your rebate. I would like the opportunity to investigate this matter. We are a single point of contact for problem resolution within Sears corporate. One of our dedicated and personal case managers would oversee your case from start to finish. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Robin) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Support Team
I'm reaching out to you to offer assistance and extend an apology. I'm terribly sorry for your disappointing and frustrating experience. My name is Dianne and I am part of the Social Media Support Team. We would like the opportunity to investigate this matter. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at smsupport@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (caromell) for reference to your issue and we do look forward to talking to you soon.
Thank you,
Dianne D.
Social Media Support Team
My name is Scott. I'm part of the Sears Social Media Support Team. I found your post here and wanted to reach out to you to offer some assistance. I'm so terribly sorry for all the repair, trouble & inconvenience you've endured with your fridge. I know all this repair is nothing short of just uncomfortable and infuriating. We'd like to look into this for you and offer our help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (Kimberly Diulus) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
My name is Scott and I'm part of the Sears Social Media Support Team. I came across your post here and wanted to offer assistance. I'm so sorry to hear of the trouble and run around you have endured after the purchase and subsequent cancellation of your boot order. I know it is incredibly frustrating to face this much trouble when just trying to receive a refund. Sears has always stood for the highest levels of service and satisfaction and I know we have deeply disappointed you. We'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (k4llc2) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
I'm so sorry to responding so late to your post here; I've only just found it. I'm Scott with the Sears Social Media Support Team. I'd like to offer assistance and also apologize for your delay in service, and for the failure of your washer to begin with. Being without a washer is not easy I know; having to wait lengthy time frames for repair only makes the frustration and inconvenience worse I'm sure. Being that Sears does service nationwide and for other vendors than just Sears stores, our repair schedule can get heavily impacted. That, coupled with geographic restrictions on techs being available in all areas, delays can and do occur and I apologize for that. This is by no means an excuse, merely an explanation of what may have caused your unpleasant experience. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (Sarah Troup) in the email so we can reference to your case.
Thank you,
Scott J.
Social Media Support Team
I'm Scott with Sears Cares Escalations within corporate. I'm terribly sorry your dishwasher's pump has failed and is causing you some inconvenience and frustration. The fact that our repair department failed to communicate properly with you and notify you of the technician not being available to make your appointment, is unacceptable. I know this only furthered your frustration. Sears has clearly let you down and I cannot apologize enough. We'd like to help make things right. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the dishwasher was purchased under and we will call you at your convenience. In addition, include your screen name (Kuiperssm) in the email so we can reference to your case.
Thank you,
Scott J.
SearsCares
I'd like to apologize for the trouble and inconvenience caused by the continuous problems you've endured with your A/C unit purchased at Sears. I know how uncomfortable and stressful being without air conditioning can be. I'm sure the same problems reoccurring on the unit made these feelings much worse. With most warranties (and even units without warranties), it's less expensive to repair the unit than to replace it; thus Sears would move forward with repairs. I feel terrible that you alternatively were forced to go elsewhere to purchase a new unit while your Sears unit was still out of service. We'd still like to try and assist you to a resolution. I'm Scott with Sears Cares Escalations. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the air conditioning unit was purchased under and we will call you at your convenience. In addition, include your screen name (Ian TR) in the email so we can reference to your case.
Thank you,
Scott J.
Sears Cares
I'm Scott with Sears Cares Escalations. I recently found your post here; I'm sorry I'm responding late to it. I'm so sorry to hear about your disappointing experience with Sears repair services. I know your time is valuable and it's not easy to get time off work. Naturally, we do our best to make all of our scheduled appointments within any given day; however our technicians can not leave one job in the middle of repair to rush to the next customer's home. I realize this is not acceptable, but it is the very nature of the repair service. We wouldn't leave your appointment mid-repair, nor do this to any of our valued customers. We'd still like to try and help. At your convenience please contact my office via email at searscares@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (Lei Tang) in the email so we can reference to your case.
Thank you,
Scott J.
Sears Cares
I found this post and I wanted to reach out and express our concern for this situation. Waiting so long for service is not acceptable, but the delay is due to lack of lawn & garden technicians available in your area. We cannot cancel other appointments of customers who have also been waiting for their service to accommodate other appointments. We wouldn’t do that to you or any of our customers. Of course, this is not an excuse, just an explanation. My name is Scott and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so we can get this resolved for you. We can attempt to arrange a sooner date that is convenient for you. In the email, please provide a contact phone number and the phone number the lawn tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (barry newburg) you used to post on this site, for reference to your issue and we do look forward to talking to you soon..
Thank you,
Scott J.
Senior Case Manager
Sears Cares
My name is Amanda with Sears Cares Escalations Team. I apologize that the order you placed was cancelled without notice to you or your approval to do so. We would like to speak with you further in regards to this matter. If you could, please send an email searscares@searshc.com. Also, in the email please provide your screen name (Shaked) so we are able to reference your case to this posting. Once your email is received we will assign your case to a senior case manager and contact you directly. We hope to hear from you soon!
Thank you,
Amanda H.
Senior Case Manager
Sears Cares
We apologize for the service you have received when contacting Sears for repair. We can assure you this not acceptable and we would appreciate the opportunity to speak to you. At Sears we make it our goal to provide our customers with the highest quality of service. My name is Amanda and I work for the Sears Cares Escalations Team. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (SearsDeadTV) in the email so we can reference to your case.
Thank you,
Amanda H.
Senior Case Manager
Sears Cares
I am sorry you had a bad experience with customer service in your local Sears store. We would like further information so we can make sure this is addressed properly. At your convenience, please send an email to searscares@searshc.com and provide your contact information. We will contact you directly in order to have this resolved. We hope to hear from you soon!
Thank you,
Amanda H.
Senior Case Manager
Sears Cares
I am sorry that your experience with our repair department has been such a bad one for you. You are correct in say that it is unacceptable that you have to wait so long for service on the AC unit in 100 degree weather. I live in Texas as well, and I know that this would be unsatisfactory for me to have to wait. Due to the age and health conditions of your mother and brother, we should have been able to get you sooner service. My name is Shayne and I am part of the Sears Cares Escalations team and we’d like look into this and see what we can do to make sure that you get sooner service. At your convenience, please contact my office via email at searscares@searshc.com. In the email, please provide a contact phone number and the phone number service is scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (KenL98) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
My name is Shayne with Sears Escalations and I am very sorry that you have had such a bad experience with the return of your Armoire at your local store. We should have at least honored the instore credit that was originally offered to you. We would like the chance to look into this for you and see what we can do to help. At your convenience, please contact our office via email at searscares@searshc.com . In your email provide a good contact number and your screen name (ddenvy) so we can reference your case. We do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
First allow me to apologize for the unforgivable time frame to find this post. The information you were given is a tad bit inaccurate. It is true that appliances are not made to last the 15-20 years they used to, but this is due to consumer demand for a cheaper appliance. The appliances of old were made heave and even super duty and it reflected in the cost of those appliances. As cost comes down, so must the lifecycle due to cheaper parts and designs. This is across the board for any manufacturer. As a seller for the manufacturer we must have the most cost effective to performance ratio units for sale. We obviously hate to see things fail, and they should last for more than 5 years. Anything that is manufactured has a possibility of failure, no matter what it is. This being said, if we can help, we would most certainly like to talk with you. My name is Brian and I am part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Stoklplme) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
My name is Brian and I’m part of the Sears Cares Escalations team and I’m sorry to read about the problems with your Sears rebate gift card. I’m not sure what the problem is on our end, but we would most certainly like to investigate and resolve this issue for you. At your convenience, please contact my office via email at searscares@searshc.com so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Sophie Muscosky) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
I found this post and I wanted to reach out and express our concern for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. Waiting so long for service is not acceptable, but the delay is because a technician was held on service appointment that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. That being said you should have been advised of the next steps and for that lack of communication, I am very sorry. Of course, this is not an excuse, just an explanation. Of course, we can’t have you waiting longer for the service you should have had initially. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at searscares@searshc.com so we can get this resolved for you. We can get you on a sooner date that is convenient for you. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Loescherk) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
My name is Shayne W. and I am part of the Sears Cares escalations team. I have forwarded your complaint to our team at searscares@searshc.com and someone will be in touch with you within the next 48hrs. We look forward to speaking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
We are sorry to hear about the problems that you experienced with our store and online. Here at Sears we do value you as a customer and would like the chance to look into this for you. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can look into your online purchase for you. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Amanello) in the email so we can reference to your case.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
Thank you for giving us the opportunity to assist with your concern, I’m glad we could connect and be of assistance for you. We do value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears in the future, please do not hesitate to reach out to the SearsCares team at searscares@searshc.com.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
I’m sorry to hear about our delivery team not calling or showing up on the day of the delivery of your new refrigerator. My name is Shayne W. and I am part of the Sears Cares escalations team. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into the delivery for you. In the email, please provide a contact phone number the number that the refrigerator was purchased under and we will call you directly. Also, please provide the screen names (michellemflores) used to post here for reference to the issue.
Thank you,
Shayne W.
Senior Case Manager
My name is Brian and I’m part of the Sears Cares Escalations team. I am very sorry that you’re having this experience with our repair services. I must apologize that we have been unable to acquire the part(s) to fix your (sewing?) machine. My biggest concern is that you had to go through so much anguish just to get an answer. When there are no parts available, we aren’t able to fix the item, but you most definitely should have been notified of this without all the hassle. This is unacceptable by any Sears standard. We are still the Sears you know and we would like to talk with you about this situation. Since you’ve posted your information here I am going to assign this to one of our Case Managers who will contact you so you don’t have to continue to be frustrated by this. You can also contact my office via email at searscares@searshc.com. In the email, please provide your contact phone number and the phone number the machine was purchased/serviced under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Diamondgurl320) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
P.S. You may want to contact this site’s administrator and have them remove this post, or at the very least modify it to remove your personal information. It is not safe to post your information publicly.
We are sorry to hear about the problems you have experienced with your refrigerator over the past years. We can only imagine the frustration this has caused you and your family. We would appreciate the opportunity to assist you in resolving this issue. My name is David and I work for the Sears Cares executive team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. Please provide us a contact number and the phone number the refrigerator was purchased under and we will call you at your convenience. In addition please include your screen name (laura devendorf) in your email so we can reference to your posting.
Thank you,
David V.
Senior Case Manager
Sears Cares
I am sorry to hear about the unsatisfactory service you have received from Sears repair. I can assure you the service you have received is not acceptable at Sears and we would appreciate the opportunity to further discuss this with you. My name is David and I work for the Sears Cares executive team and we are here for assistance. Please contact my office via email at searscares@searshc.com so we can assist you in resolving this issue. Please provide us a contact number and the phone number the range was purchased under and we will call you at your convenience. In addition please include your screen name (RMC8) in your email so we can reference to your posting.
Thank you,
David V.
Senior Case Manager
Sears Cares
My name is Brian and I am part of the Sears Cares escalations team. I’m very sorry to hear about this issue with the range in your home. You should not be having ongoing issues with the door. I am very concerned about this and we would like to look into this issue further to see what kind of solution we can provide. At your convenience, please contact my office via email at searscares@searshc.com and we will be happy to help in any way we can. In the email, please provide a contact phone number and the phone number the range is listed under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Raymond Stehlik) used to post here for reference to this issue, and we do look forward to talking to you soon.
Thank you,
Brian J.
Senior Case Manager
Sears Cares
I am sorry to hear that you are having difficulty with your local repair center. My name is David and I work for the Sears Cares Team. We would appreciate the opportunity to assist you in resolving this issue, if you can contact us at searscares@searshc.com. Please provide a contact phone number and the phone number the pressure washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (Grass Valley Folks) used to post here for reference to this issue.
Thank you,
David V.
Senior Case Manager
I purchased a pressure washer from Sears.com. It is defective. I immediately asked for a return. I filled out their online forms and send it in. I then chatted with the customer service center. they promise they would send a return label in 24 to 72 hours. I thought great all is good. No I was wrong. I contacted them again after 72 hours. They again promised a return label this time in 24 hours. I thought great all is good. No I was wrong. I contacted them again after 24 hours. They again promised a return label this time in 24 hours. They asked for another 72 hours. I thought great all is good. No I was wrong. I contacted them again after 72 hours. They again promised a return label this time in 24 hours. I thought great all is good. No I was wrong. I contacted them again after 24 hours. They again promised a return label this time in 24 hours. After several rounds of this stalling I asked if they were just stalling. No no no we are working on it. After the 30 days was up they said no return.
So that is Sears customer service. I guess I learned why sears is going broke. Each customer will have this experience and learn you don't shop at sears.
It was a simple return of a simple pressure washer. It should have been no big deal. Sears turned it into a nightmare. Now I have a junk pressure washer to throw away and I still need to go buy a pressure washer somewhere other then Sears. Sears Guarantee means nothing.
I bought a Kenmore Elite refrigerator in July, 2016 (Model 795.74023.411). In December, 2018 the refrigerator stopped cooling. We called Sears and had an appointment scheduled for January XX. The technician that came out told us that our Kenmore refrigerator was made by LG and the model was a lemon. I was charged a $79 diagnostic fee and told we needed a new compressor. While the compressor was covered by the warranty, there would be a $402.30 labor fee to install it.
We agreed to have the work done, and on January 15, 2019 (Service Order [protected]) we paid the $402.30 to replace the compressor that was less than three years old.
Within a month, the refrigerator stopped cooling again. Another technician came out on February 16 (Service Order [protected]) and said the previous repair had not been correctly. There was a refrigerant leak which he repaired an added more refrigerant to fix the problem.
Shortly after that technician left, there was a loud rattle coming from the refrigerator. On February 22 another technician came out (Service Order [protected]) and said the previous technician had left off a clamp. This technician put the clamp back in and the rattling stopped.
To summarize, at this point my wife or I had to stay home four times to meet Sears technicians, we paid a total of $481.30, and twice had to throw out spoiled food because of problems with a refrigerator that was less than three years old. All of that was very frustrating, but then it went from frustrating to infuriating…
In June of 2019 the refrigerator was still less than three years old, and less than four months since the last service call, and the refrigerator stopped cooling again. A technician came out again on June 24, 2019 (Service Order [protected]) and charged us an $89 diagnostic fee (a 13% increase since the last time) and told us our refrigerator was a lemon and the compressor that was installed in five months earlier needed to be replaced again. Furthermore, since the repair was more than 90 days past due, we would have to pay another labor fee to have the compressor installed.
When we called to have the work done again, we were told the ticket had been deleted, and another technician would need to come out again and diagnose the problem again. As hard as that was for me to understand had a copy of the report in my hand, I could not make any headway with Sears so another technician was scheduled to come out again on June 26 (Service Order [protected]). In spite of getting a text to confirm the night before, THIS TECHICIAN NEVER SHOWED UP! When we called to find out why, we were told Sears was having systems problems and no one could help us.
The system problem continued for several days, we eventually got another appointment scheduled for July 8 (Service Order [protected]). This appointment was scheduled between 1:00 and 5:00 PM. At 2:00 I was called and told the technician was sick that day so the appointment was being cancelled. Furthermore, the next available appointment was not until July 16. I was given a dispute resolution phone number to call, but twice when I tried calling the number I was put on hold for over half an hour without ever being able to talk to a live person.
On July 16 another technician finally came and diagnosed the exact same problem as the technician did on June 24. Parts were orders (Sears service estimate [protected]), but no technician could come out again until July 31 (Service Order [protected].) This technician installed the parts, charged us $438.09 and left. The billing was incorrect, but at this point I expected nothing less from Sears.
On August 8, 2019, eight days after the technician repaired it, the refrigerator has stopped working again. Sears customer service cannot get another technician to our house until August 16.
To summarize:
The refrigerator has stopped working four times in the last eight months, meaning four batches of spoiled food.
I have had seven technicians out to the house, meaning my wife or I have had to stay home seven times to meet technicians in that eight month period.
I have had two technicians not show up at all in that period.
I have paid for three diagnostic visits and the labor to replace the compressor twice during this period.
My refrigerator still is not working and no one from Sears can come out for another week.
I bought a piece of exercise equipment and paid for it to be delivered and set up. The two "experts" showed up and looked like they had not been to bed. I asked if they were versed in setting this elliptical up and they said "we try not to do these". Great... Half way thru they called my husband down to help them because they could not figure out how to set it up. He helped them for about 30 minutes then returned up stairs only to hear a a loud pounding noise and quickly realized they were trying to hammer in a piece to the metal frame. Great...After about 3 hours they announced they were done. Of course the frame was scratched and the fan didn't work and I was told they had done what they could and I had to call Customer Service. I thought these two characters were bad...then I called the International Call Center for Sears in the Philippines. Dear Lord - Trying to keep this short I made 10 calls in 5 days - spoke to 30 different people yes - 30 different people in up to 6 different departments (I have their names) - scheduled 5 appointments for them to come back and fix the issue and they never showed for any of them. I emailed the corporate office - no response - I called the store Manager - no response. It is no surprise to me that Sears is closing stores. Shame on you Sears - this is why I will never buy from a big store again - I am going back to the mom and pop stores even if I pay more.
Hello.
Please care enough to read all of this email. This email is quite long. I realize the email is quite long due to the 8 or 9 bad situations that I have had with Sears in the last 6 months. I really hope that you can help. I lived on a small disability check monthly and cannot afford all of these problems. I am contacting you again. I had a situation months ago that was finally resolved recently. You would not believe what I went through with this situation. Most people would have quit shopping with your store because of the situation. Since I like your store I decided to continue shopping with your store. One of the first situations is concerning an order I had placed a few months ago. I had ordered a Gibson silverware set. I waited at least 6 weeks and was told by the clerk on the phone that the item was lost in transit. At this point I told the lady on the phone that I would like to re-order the item. I was told that the item was sold out but my monies would be returned and shown on my debit card. I never saw the returned monies on my card. I don’t know if I was ever credited.
Than I placed an order on November 18th for a purse and men’s slippers. I did receive the men’s slippers but again it showed that part of my order was cancelled which was the purse.
I placed a layaway order that had a special on layaway. The deal was that if you placed a layaway order that you would receive half the money back in cash back points. I placed this order on November 18th. On this layaway contract 9000761 and order number [protected]. There were 6 items originally placed but two of the items were listed separately with only 4 items instead of 6. The 4 items listed are 2 David Taylor(20.99 each)shirts and 2 pairs of Lee jeans($24.99). The rug that was suppose to be shown on the layaway order is shown now as number [protected], was also ordered on November 18th and shows the rug was delivered. The cost of the rug is $25.67. I never received the rug and was told that it was shipped to a different address. The bracelet was also on the layaway but shows the order number as [protected]. The bracelet is $19.25. I received a text from Sears stating that my bracelet was ready to pick up at store. So I went to Sears to pick up my bracelet. It occurred to me that I could avoid another trip to the store if I paid off my layaway. I needed to return to the 2 shirts. The clerk told me that I had to purchase the entire order and then return the shirts. So I paid off the layaway. I waited for the longest time and the stock clerk returned. He explained to me that he was sorry that it took so long but he could not find the shirts. At this point I return to the original clerk. I was told that I could only get a store credit. I have just paid off my order 30 minutes earlier on my credit card. I refused to except the store credit. The clerk wrote down on a piece of paper that I was not given any cash, store credit or a refund on my credit card. He also included his Id number. I have this paper if needed. The order shows that the cashback in points are pending.
Also on november 18th I ordered a mop and an Lol toy. This order number is [protected]. I did receive the mop but not the Lol toy. It also shows that this order is duplicated. I only ordered one mop and one toy. The mop charge is $21.98. The lol toy is $5.96 for a total of $27.94. It is listed twice.
On November 8th I never received the timer for $5.28. This was order [protected]. I received 3 of the 4 items.
Reluctantly, I ordered a tv for almost $300. You were offering a deal that if you purchased an item that you would get the entire money back in cashback points. I paid with my debit card up front. The monies would be divided in ten weeks. You needed to make sure that you used your weekly cashback points within a week. A delivery date was given of November 29th. The tv never came. I called a week later and was told that it was in transit. Finally with the time getting closer to Christmas I needed some answers about where my tv is. The clerk on the phone told me that it was in transit and I told her that I heard that last week. So she looked up and she could not find out either. She told me that she was going to check into it. I believe the date was December 7th that I received it but I haven’t seen the monies for cashback points on this order either. I did receive an email stating that I had $29 and some change.
I had some cashback points that needed to be used by December 9th. I ordered the perfume(order number [protected])for $16.96 minus $1.70 discount and $10.93 in cash back. That left me with a remainder of $4.63 which was charged to my debit card. The second order This was order number [protected]. I purchased the Gibson silverware again. The order showed that it was in stock. The amount of the silverware was $11.57. It also showed I ordered a bath brush for the same amount of $11.57. I never ordered the bath brush. The total break down $11.57 for the brush and $11.57 for the silverware for a total of $29.53. Deducted was $3.59 discount and $14.37 cashback points for a total of $11.57 which was also put on my debit card. Than I received an email stating that one of the items have been canceled from Sears. Then a few days later I received another email that both my items were ready to be picked up. So at this point I don’t even know if I am getting the canceled item or not. I did notice that they took away the credit for cash back for the canceled item and returned the few extra dollars that I still needed to complete the sale of the canceled item. Now I don’t even know if I am getting one item or two.
The total I figured up is $236.97. I can show you every total of every order. I didn’t include if the refund was given for the first order of the silverware or not. Needless to say I am extremely upset about all these different situations. I had 3 visits to the Sears stores which cost me time and gas. Eight phone calls at least. Not to mention 15 hours of my time to figure this mess out. I do like your store but I am not sure after all of this time and trouble if it be worth it to me to continue shopping with you. This is not just a few bad instances in a couple of years. I am talking about 8 or 9 bad incidents in a matter of 6 months. It will take quite alot of persuasion.
What would you do if this was you? If you check you will see that I order from Sears quite often. Stores are always asking consumers to do a survey for them. I don’t want to that. The only other alternative is to notify my debit card company and try to get my monies returned. I am hoping that you can solve this matter so that I do not have to notify my credit card company. Thanks in advance.
Denise Burns
1860 fishtorn drive
Schererville, IN. 46375
[protected] home phone
[protected] cell phone
[protected] cell phone
On May 11, 2018 I purchased a stove and refrigerator from Sears, as both my older appliances were over 18 years old. These items were over $2000.00.
After thinking the appliances were manufactured with all the correct parts coming from Sears; I find that was not the case- instead all the shelves inside and on the door have the wrong shelves installed. My food inside, falls out on the floor when the door is opened and the shelves inside cannot hold more than 10 items without falling down.
When informing Sears that I wanted to return the refrigerator, they would not take it back- instead they wanted to schedule a 4-hour window; which would not be at my convenience, as I work everyday 8 hours; to come out to fix the shelves, instead they shipped out shelves that do not belong with this model appliance.
Sears is having problems keeping their stores viable... maybe it's do to their products and sad customer service. I would like a resolution for this issue. One complaint to Sears from a customer should be taken seriously. If Sears is receiving complaints on a regular basis there is a major issue!
3 August 2018
SEARS HOLDING CORPORATION
3333 BEVERLY ROAD
HOFFMAN ESTATES, IL 60179
Re: Sears Home Service – CASE #5795249
I live off I70 in the Colorado Rocky Mountains, and Sears Home Service apparently only provides service to my area on Thursdays. After waiting 4-weeks for the appointment I set in May, Sam (ID #513275) a Sears technician from Denver, called me at 12:01pm on June 14, 2018 - the window for his arrival was 8am-12pm - to let me know that he would not make it to the appointment [11 minutes after I got a Sears automated call telling me he was on his way]. He said he was over booked for the day, and the drive to my house was too far. His records show the next available appointment for my area is July 12th (another 4-weeks). When I asked him if he had other appointments that afternoon, he replied "yes". I suggested he cancel those, and come to my house for the repair since I had been waiting for 4-weeks already. He told me, "someone’s got to get the short-end of the stick today, and it's you"...and he hung up on me. HE HUNG UP ON ME! Luckily, I got his name and employee ID; does Sears want to have this person as a representative? It turns out your customer service agents are no better.
I called Sears Home Service and got Katina (ID #2509) on the phone. I told her my issue and asked to speak with a supervisor. She refused to transfer me to a supervisor after I had requested a transfer at least (8) times. We reviewed my history of appointments; going back to my initial request in October 2017, a cancelled appointment in October 2017, another cancelled appointment in November 2017, we finally got a live repairman visit in December 2017. After having waited several hours on each day in October and November, only to get a call from Sears that the appointments were cancelled, Katina tells me the Sears' notation system shows that I was not at the home for the appointments, hence I "cancelled" the appointment. Blatant lies! It wouldn’t surprise me if I was told my appointment on June 14, 2018 (with Sam) was cancelled because no one was at the house! I asked Katina if she could email me the history of my appointments going back to 2017; she informed me it was a different department that would handle that, and I was transferred to Tom (ID #75365). Tom was a challenging person to understand due to a language barrier, and after 10-minutes on the phone with him, I finally realized he didn’t have access to my history of appointments either. He told me to call back. I filed an official complaint against Sam and Katina, and was provided with Case #5795249.
I again called Sears Home Service, and reached Bo (ID #1021934). We had an obvious language barrier, but I soon learned it was the Offline Team that should fulfill my request for my history of appointments. She told me it would take 24-48 hours before I would be contacted by the Team. As of today (1, 200-hours since talking with Bo) I have not heard from the Offline Team.
In the meantime, my hardwood floors are damaged from the faulty refrigerator that may never actually get fixed. I have an active Property Damage Claim #L1805155112-0001 with Sedgwick Claims Management Services. My product is Samsung, so my problem is with their terrible design. But my extended warranty is with Sears, and I've never dealt with such blatant, horrible customer service. I can't file a lemon case against the unit, because I need to have four repair visits within 12-months in order to be considered for a replacement. This is unlikely to happen, since Sears Home Service is unable to provide reliable repair services. I have zero confidence in Sears Home Services. My attorney will take the next steps to remedy this issue.
[EDIT] I had another appointment scheduled for August 7, 2018 to replace the icemaker. I was contacted by Sears Home Service that they could send a technician earlier on August 2, 2018. I accepted. Yesterday was the rescheduled appointment, and the same Sam (ID #513275) called to tell me he couldn’t make it to the appointment…SHOCKER! I have my attorney working on this…
I purchased a Kenmore Air Conditioner from Sears that was installed in June 2010. Never had problems with it other than normal maintenance being done to it (by Sears). In late April, i had a problem in which the AC would kick on but not cool. I scheduled an appointment a week in advance (9am-5pm block window), the technician did not show up until 6:30pm. The technician began to troubleshoot the issue, while troubleshooting the issue, the technician discovered that the installation was done incorrectly and that they "hard-wired" so that when you pull the trip fuse, it wouldnt shut off. The technician informed me that he was required to fix this otherwise he could not do the repairs to get my AC working properly. The technician also stated he would have to charge me for the parts and labor to correct that issue. So not only did I pay for Sears to install my AC incorrectly but I had to pay for Sears to correct what they installed incorrectly. I called customer support in regards to this the next day (May 11, 2018), they informed me that they were going to perform a credit of $299.00 for the service (they were just going to charge me for parts and the service call). I received an email from Sears Customer Solutions on May 16th, 2018 from Victor asking me to call customer care to process the refund and via (credit card credit or issue a check payable to me). I called that afternoon to have my credit card credited the $299.00 and they said it would take a few days to show on credit card. Fast forward to end of June beginning of July, i still have not received the credit. After calling and being passed around to different departments (of which no one can help me), i received on Wednesday(july 4th) an email from Sears Customer Solutions (Oscar K)to contact them to process a refund. I am now sitting on Friday and no one can give me an answer other than they are now declining to process a refund. I am beyond incensed about paying to fix work that was not done correct the first time and that no one can seem to get me to the right department, let alone get the credit for work that was done incorrectly to begin with.
Mike Buehrer
Sears will not replace my Kenmore Power Miser 12 Model 153.321840 Serial# F07A085896 Purchased 04/10/2007. I have provided Sear Warranty Replacement Team with several documents to prove my husband and I purchased this home in 1994 from the County Property Records. A copy of front & back pages of my owner's manual. My water heater is in it's 11th year of a 12 year warranty. Kenmore Customer Care has confirmed the manufacturers warranty is valid and provided this information to Sears. Pictures of the actual water heater tags have all been sent to Sears Warranty Replacement Team. The acceptance inspection tag by the City of Glendale dated 08/30/2007 also provided. Also a copy of the service call for $89 on 06/06/2018 for Sears tech to say Water Heater is Leaking Refer to Sears for replacement. All because I cannot locate my sales receipt and if the unit was purchased on my husband's Sears card they cannot retrieve any information because my husband passed away and I closed his account. Sears will not accept all of the other evidence I have provided them and insist I must have the original sales receipt. I will never purchase anything from Sears again. Thank you JanieA Glendale, AZ
I had bought a refrigerator from sears online. placed the order on may 28th and ended up cancelling it on may 29th because ours was broke and we needed on right away it showed not being here until june 21st. So cancelled it may 29th (less then 24hrs) Here it is June 15th and still have yet to receive my refund of $800.00 no one can tell me anything when I call only that I'll get a email saying what's going on eve though I told them I wasn't getting any emails they were sending not even for my cancelation. Was told I would get a call back at least 4 times never got a call back never got a answer never got anything. I'm still waiting on my money and all 14 people I've spoke to have been no help haven't gone out of they're way to try and help. It's been a joke dealing with them. Never once been able to talk to a manager or anyone. I will never get anything from sears at all and will be sure to pass along the message to my family and friends.
Nice to here your going down the tube. I have a hot water heater that the polit lite has gone out 3 times they say it's the filter but I have cleaned it offen. But now to the bottom line out again call for service told it would be 9 days till someone could come out sorry but I believe this to be a emergency repair, know baths, know dish washer, know washing of cloths. Why did I pay for a extended warranty, happy you will soon close all you stores, even though I have bought from sears for years, I will be telling everyone that will listen about how you treat customers.
fraud and scam
Bought a Sears Kenmore Fridge back in November of 2006. Stopped working at x-mas, yes, a month after the one-year warranty. (By the way, since when did we start assuming appliances such as a Refrigerator were only good for a year?). So, I figured I was screwed and chocked it up to bad luck on my part, and went and bought another, this time with my partner buying the service warranty. OK, so I thought it was just back luck, and gave em the benefit of the doubt.
Well, I thought I might try to have it fixed on my own dime. So, last week I had the local technician (RECOMMENDED BY THE LOCAL SEARS, MIND YOU) come and give me an assessment for cost of fixing it. I have kept it stored under cover on the back porch for a few months now.
He took one look, and asked when I had had it repaired. Never, of course, for I hadn't. In one year? "Well, look here--that is a repair." And sure as $^% in the back of this still clean, brand spanking new clean fridge was the very obvious evidence of a poor attempt at repairing the dryer part of the cooling system. Keep in mend these copper pipes are small and take lots less heat to solder and fix, and the quarters are/can be tight back under there...
Not only was the tube coming from the dryer damaged, but wires behind it were burnt bare from the torch that was used. I have done enough plumbing in my life to see and agree with him that someone botched the job, AND did not notify me that it was a REPAIRED APPLIANCE that they were selling me.
That is fraud, people. Fraud. Turns out that he would bet his entire 20-something career that SEARS fixed it and then sold it to me. This is a Sears recommended repairman, did I already mention that? Called Sears--they gave me the BS runaround and ultimately told me I was out of luck because they weren't called within the warranty period to fix it.
Hmmm... and I was going to give them the benefit of the doubt. Not now. Not after what I have found out about this appliance. I will be notifying BBB, and others. Meantime, I am telling everyone, and spreading the news of their corruption and HORRIFIC service.
And I am canceling my card, of course.
Boris McGiver,
August 31, West Fulton, NY, 12194
Good for you. ### Sears. never again. I usually try to avoid them but this one was not my idea. My refrigerator is down for the 3rd time in one year and they won't replace it.
tv repair
When called Sears at [protected] for an appointment, I was told the technician will tell you how much it cost me to fix my TV in terms of labor and parts after diagnosis. I was also told I have a chance to decide to whether let him fix the TV to pay the cost of labor and parts, or let him leave just to pay the diagnosis fee, which was $105.
Yesterday, a technician with name tag as "Carlo"(Technician ID 0007268) came. He never told how much his estimated cost would be as I was told previously. After 15-minute work, however, he told me I owe him ~$200, with $105.00 as diagnosis fee, ~$90 as labor fee, and $2.91 for AC fuse. I was shocked.
I do not want to fight a man in my house, so that I paid.
Called Sears right after the man left my house. However, I was told that I was unlucky, but the charges will stand.
The complaint has been investigated and resolved to the customer’s satisfaction.
worst service in my life
October 2007 I used my Sears card at Sears Optical to purchase a pair of glasses on a really good sale. I was reminded repeatedly how much I was saving. Ok, great. Now it's almost September 2008 and I still don't have what I asked for almost a year ago. I hope no one has ever gone through this kind of ordeal, because it is ridiculous.
I did get my glasses after about a month, only to find that they didn't contain the transition I asked for. I came back and new lenses were ordered. I was having major surgery in December so I didn't bother to call to ask about them until late January when I had recovered (I had jaw surgery and could not speak well). I have taken countless trips to the store to inquire about my lenses. They have now, after all this time, been ordered about 7 times and each time they come back identical to the previous incorrect pair.
That's not even the bad part. The part that is most frustrating is that the person who works at the store, who I was told works there because she "thinks outside of the box" (OH PUHLEEZE), refuses to acknowledge how much ### this is for me. Instead she tries to get me to feel sorry for HER since she can't seem to get my order right. Instead, all I got over and over again was a barrage of excuses. The delivery person stole thousands of dollars of goods and is being incarcerated, the system is down, the system is new, the system is broken, it's a mess back here, I don't know where the other person puts things, the people at the lab messed up again. Then I got guilt trips, such as "I take this to bed with me, " "This whole ordeal keeps me up at night, " etc. I was also told the numerous times that clear lenses came in that each pair cost their business $400 a set. I'll be sure and send an apology for their trouble ;-). However, I was comped a pair of sunglasses (which I don't wear because they aren't prescription). Additionally, I was given a free set of clear lenses (which are of no use to me at all). The lady claimed to have filed a complaint with the CEO of the company because the lab was apparently at fault each time.
Three or four times ago that I went to check, I went with my mom because were having lunch together. It has become a running joke (which is not really that funny) that every time I go there or call I will never get what I want. So once again when the lenses weren't in, or suddenly disappeared from the system (the orders), or were just shipped, or were on their way, or were lost somewhere, I forget, it's all a blur now, the lady there says "wow you've been so patient, " and I said "Yeah, to your face." And my mom told me later that the woman said to another person nearby that that was not very nice of me to say that. OH, SORRY FOR NOT BEING NICE. I think upset sort of comes with the territory. I've spent more money in gas to pick up my non-existent lenses in the last year than I had on the glasses themselves. So much for a flipping sale.
Oh I also much mention that the last time I went in, the lady who works there lost her husband a few weeks ago. So when I went to ask for my glasses she said she had been out for weeks because her husband died and she hasn't had time to look for them. I'm not saying that's a lie... what I am saying is that isn't my problem nor is any of the other reasons why I haven't received what I ordered. I asked for a full refund at one point and she said ok hand over the glasses, and I said why you're just going to throw them away, and they said well you can't have the glasses and the refund. If it were me working there, I'd give the customer whatever they reasonably asked for to save them from losing more business down the road.
I have told everyone I know not to go there, and made sure to make a stink when I do go so the people in the store might be warned about the ### they may possibly end up enduring like I did. I filed a complaint with the better business bureau (which I had never done before, in case you think I'm an avid whiner). Sears never responded so my complaint file was closed, and I received a notice that consumers would be advised to be cautious with them in their dealings. Hopefully someone benefits from this mess. I sure haven't.
run around from sears
On
Jan 02 2007, I purchased a sears kenmore oasis washer model #
110. [protected] ser # ct 4971637. About two months ago, I started
Experiencing problems with my washer. Within seconds of starting the
Washer, it stopped and code "f1" flashed on the screen. Since then,
Every time I start the washer, it stops and I get f1 code. It takes
Anywhere from 3 - 15 times to get it started... By stopping and starting
Repeatedly. Additionally, it frequently stops again at the rinse cycle
And I have to go thru the same process to get it going again. It is
Time consuming and frustrating. Shortly after this occurred, about 6
Weeks ago I contacted the rework line and was told by the customer
Service that this problem was noted and that there was going to be
"recall" or flash. She was very nice and advised me that in 2 - 3 weeks
I would be receiving a notification card in the mail regarding the
Problem an dat that time I could call the service number for free
Repair. Well, it has now been 6 weeks and I still have not received the
Card. So today I called the rework number and this time was told it was
Not under recall or flash repair! And it was never going to be. I was
Told that the information I had previously received was false and that
My only option was to schedule and pay for repair. Based on similar
Complaints I noted on line, this repair can cost up to $500. 00 and it
Still may reoccur! This is unsatisfactory. I paid over $1000. 00 for
His applinace less than 2 years ago. To be told I will have to pay
$500. 00 for repair is maddening. I have been a long time customer of
Sears and I am not happy with the service I am receiving on this issue.
The problem with the machine is not related to any type of abuse or
Misuse. Based on all the complaints I have seen on the internet, this
Is clearly a manufacture or design problem that sears should acknowledge
And fix.
Mpabro - you must work for Sears. Sounds like they've brainwashed you well. You should not have to buy a warranty for a major design issue which this is. This should be a recall from Sears, or if they won't address their problem, a class action lawsuit hopefully will be forthcoming.
I think the "repair protection" is a big rip off! Protection from what? A lemon? This sort of thing happens all the time and the responce of "you should have purchased an extended warranty" is total BS.
Should your washer/dryer not be guaranteed for longer then 1 year?
And isn't the manufacturer SEARS?
Most QUALITY units nowadays have a minimum 5 year warranty. A 1 year warranty for ANY appliance is a BAD sign of sub-quality product.
Gail,
this problem is not up to sears to resolve. The manufacturer gives you a 1 yr parts/labor warranty and it is your responsibility to take care of it after that. You did have an option to buy a protection agreement from sears or through another provider once the manufacturers warranty expired. You chose not too. Your fault, don't blame others for your mistakes.
Just because you paid a great deal of money for a product, doesn't mean it will last indefinitely. Higher priced products simply follow supply and demand. They're produced in smaller quantities so they're more valuable as a result of that. :-D
window installation
Listen to my words...Don't buy windows from Sears. The windows themselves, Simonton, are a great product. The installation/final product of the craftsmanship that I expierenced was poor. The guys that did the work seemed nice, but they are under pressure to install and get out. In my case they drove from Sacramento area at 2:00 a.m. arrived in Eureka, at 8:00 a.m and 'installed' 12 windows by 4:00 p.m...Four of the windows were done well, the others were done poorly, each window installation progressively worse as the day went on. Specifically, there was splintered wood and crow-bar marks left on the inside casings of 5 of the windows. I had to get supplementary help to finish the job. Sent pictures to the Project Coordinator...you know what, they don't really care, and once you complain at all, forget getting in contact again. The Project Coordinator did say he would send someone back in a week, but the point is, you have to feel kind of ripped off and even emabarrased that you got taken for the, "a job you will be proud to show off" lure they present.
Oh yea...the famous Warranty dosen't cover labor...ask the sales pimp about that if you are dumb enough to call them.
I'm not trying to get anything more out of Sears, I'm a teacher, and have nothing at all to do with any window company. Sears is easy, but some foot work and research will save you considerable money and embarrasment, and I have the pictures to prove it.
faulty product and poor service
We Bought a Kenmore Ellite refrigerator and freezer. These are two separate units one whole refrigerator, and one whole freezer in January also bought the 5 year warranty. The refrigerator started leaking. After several attempts to repair, they have decided to replace the refrigerator (That was over 3 weeks ago and I still have not heard from them) so I continue to wipe the floor from the leaky refrigerator and I am really worried that this is going to damage my floor, (I wonder if Sears is interested in replacing my floor). The freezer is also having problems with icing on the door, so they scheduled an appointment and had some parts shipped to the house, the repair man comes last week and says they are doing a different repair attempt and ordered more parts and left, so the parts came and the repair man came today and tried to fix it, now the freezer is not freezing anymore, in fact it is starting to sweat, my items are starting to thaw out and the $250.00 food loss coverage they offer wouldn't even began to cover my items in my freezer. I called the repair department to try and set up service they said well the earliest is tomorrow between 8-5. They did not care that this is an emergency, they will not do anything to help. I bought their warranty on good faith and paid for it up front and they have the nerve to tell me the only thing they have to do is to schedule an appointment. I am very disappointed in Sears and their service.
The stress of this situation has been very difficult on my self and my family. By the way they have known about the problem with the freezers for over a year.
I would like for them to replace my refrigerator and freezer with the Kenmore Pro, and I think they need to do it with a huge discount. (Kenmore Ellite is made by Frigidair and Kenmore Pro is made by Whirlpool). I have suffered a lot of loss, not only with items that I have lost due to faulty product also the time I have spent many hours waiting for their service.
i know this was posted awhile ago but i have a comment to make, i work at sears and you are stupid for thinking that kenmore elite is made by frigidaire and pro is made by whirlpool when in fact pro is made by frigidaire and some of the elite products are made by whirlpool. plus i am surprised you are having such trouble with the service. you guys all expect instant gratification well it just cant happen because times are tough and there arent enough technicians to go to everyone's house on the same day and exactly when you want them to. in the store i work in we only have one technician for the whole electronics department. so be patient your product will be fixed and as for you dont take the piece of junk kenmore pro which is made by frigidaire and stick with the kenmore elite or go to jenn air or something else but not pro.
no refund
I placed an online order for a TV on July 7th. The receipt indicated that the TV would be available for pick up in approximately 11 days. My credit card was charged immediately.
The item was delayed twice. On July 29th, I attempted to cancel the order. Eventually I called the White Marsh store. I was given a cancelation number and told that I would see a credit reflected on my account in 24-48 hours.
The following day I recieved an email that the item was being delayed again. So I forwarded that email to the order area along with this note:
"After several unsuccessful attempts to reach someone, I finally spoke with a representative at the WHITE MARSH location regarding my order. Order # XXXXX Due to the delay in the availability of this product, and the fact that my card has been charged a month prior to the item being made available, I had asked for the order to be canceled. I was assured that the order would be canceled and given a confirmation # of XXXXXX. I was told that I'd receive an email notice verifying this and that my the amount would be credited to my card within 24-48 hours. I have no email verification and would like to make sure that the amount will be credited to my card. The 8.9% finance charge would be nice as well, but I suppose that's a pipe dream. Thank you for allowing me to take my business elsewhere. Everything was handled promptly and efficiently by one of your competitors. Please insure that the credit for the cancelation of order # XXXXX is applied tomorrow. Once again, the confirmation number provided by the representative in the WHITE MARSH office for cancelation is XXXXXX. "
I recieved the following reply on July 31.
"Dear Ms. XXXX,
Thank you for contacting sears.com. I apologize for any inconvenience
you may have experienced with your order. I have researched your
cancellation request and have forwarded your request to the proper
department. Please allow an additional 24-48 hours to receive
confirmation of the cancellation. If you have any further questions or
concerns, please feel free to contact us at the number listed below.
Sears Customer Care
webcenter AT customerservice.sears.com
[protected]"
On August 5th, I recieved another automated notice that my item had been delayed. This percipitated several more calls and another email.
On August 6th, I recieved the following reply:
"Dear Ms. XXXXX,
Thank you for contacting sears.com.>
We are sorry to hear that you wish to cancel your store pick-up order. We have forwarded another cancellation request to the store for processing. Once processed, your credit will be issued to the credit card used during the initial transaction. You will receive your credit within 7-10 business days, along with an e-mail notifying you of the cancellation and credit to your account. Depending on your credit card billing date, the credit will appear on one of your next two billing statements. We apologize for any inconvenience this may cause.
We hope you will return to sears.com for your online shopping needs. If you have any comments or questions please contact us at [protected]. Thank you for your business.
Rod N.
> Sears Customer Care
webcenter AT customerservice.sears.com
[protected]> "
On August 13th, still not having resolution (7-10 business days is unacceptable when it takes 2 minutes to swipe a credit card) I attempted to contact the White Marsh office to verify. I guess you have to talk with Teresa, Jamie (the rudest rep I've EVER spoken with), Katrina, Rita, Jennifer, etc.
Today (August 13) is the first day I've had an email confirmation of cancelation. Hopefully my refund is applied soon.
The complaint has been investigated and resolved to the customer’s satisfaction.
kenmore elite trio
Kenmore elite trio 795.7756, 57
Us
The kenmore elite trio refrigerator is a terrible product! I have had mine 1 year and 3 months and it has been nothing but trouble. I had either 4 or 5 service calls in the first year. The most serious ones involved the icemaker fan. A service call means getting off of work and being by the telephone from 8 am to 5 pm waiting for a call from the service person. So that was 4 or 5 days off work. Having this refrigerator is like having a sick child. You will miss a lot of work. If you make the mistake of buying one, don't tell your employer! The service call that was the most irritating was the first time the icemaker fan went out. I waited without ice and water for 6 or 7 days for the service man to show up. He showed up and did not have the part to repair the refrigerator. That meant I had to wait another week or two to get the part. It was mailed to me then I had to take another day off of work and sit around waiting for the repair man to come put it on. It was such a mess, I had to totally defrost and restock the freezer. My new wood floors were also getting damaged by the constant water leakage. I should mention that I told the service department prior to the first visit that the error message said the icemaker fan was the problem. Why did that not alert the service person to put an icemaker fan on his service truck? I think we had to do without ice and water for over 3 weeks, it may have been closer to 4. This refrigerator is a top of the line model that was very costly ($2308.91). I have always heard that you get what you pay for which is totally erroneous in this case. That was the first repair of the icemaker fan, the next time it went out the service man was savvy enough to bring a replacement part with him. He fixed that a little over a month ago. I bought a service contract ($159.00) because the first year track record of this appliance was so bad. I never buy those things but felt that I had better protect myself with this lemon. It was a good move because I am now on icemaker fan number 3. I called last saturday for service but they cannot come until the 21st.in the meantime, the temperature is 70 degrees inside my refrigerator (Wonder how my food will fare in there for almost week? Of course there is no ice and no water and water is again leaking all over my new wood floor and a piece of it is buckling up. I have had it with sears and will no longer buy as much as a sock in their store. Beware of kenmore products!
Update: the saga continues,
August 25, 2008 the repairman came last thursday (August 21st). I had to be here from 8 am to 5 pm and he came around 3:00, another day away from the job. He could not fix anything because he did not have any parts. He ordered the parts which came on friday. He cannot come back to install them until september 4th. I will have to stay out of work again and wait from 8 until 5 and see what happens.in the mean time my freezer is defrosting and soon all my frozen food will be history. If the repairman fixes the refrigerator on september 4th, I will be without a refrigerator for 2 weeks and 4 days. I hate sears and their lousy service.
I have had a refrigerator for a little over 1 year. We heard humming and the freezer froze along the wall of it. We saw there was a recall for the same problem but they wont fix ours as it isn't the same number. HuMM same problem, n service! We were told that others have called with the problem. Codes coming up ER FF. Then we were told we should have bought the protection. We shouldn't have to for under 2 years, and couldn't afford it anyway.
Can someone please advise what should i do...
I feel the same way about Sear's. I bought the elite trio. I had a Sear's serviceman come out to work on my icemaker. I new the problem was with the board or the fan. He said that it was the board that was the problem. After paying for the service charge plus extra miscellanoues charges, I told him I could buy the board for less than what he was going to charge me, from sears parts.. He said that sears required them to charge premuin prices on their parts and labor. I put the board in after ordering it from sears. Worked fine for a month. Now the same problem. Will replace the fan. I won't buy another sears appliance. This was my first and last sears appliance.
just doesn't care anymore
3 refigerators to get one that works, last all my food in the process. Plus time off from work to accept delivery each time. Then I sent in my delivery refund for $75 which was refused because the refrig number did not match (of course not it was the 3rd refrig) After a 1/2 day on the phone, several calls and finally talking to manager, refund is granted. I ask about the food and they said well if you don't by the $200 guarantee, you are SOL. Manager has no power to make customers happy, that is their policy. OK, they join the list with Best Buy and Comfort Inns, (In 10 years they have missed out on now $4000 worth of my business. do they care, no) Buyer beware. Use Ebay!
The complaint has been investigated and resolved to the customer’s satisfaction.
broken appliance and parts ordering
These are the emails I sent Sears and the reply I received from them...I bought a new stove online and recieved it damaged but did not realize it was damaged until the NON-SEARS delivery men were gone.
I have been buying my tools and equipment from Sears for over 13 years now but there service has dropped off dramatically from what I can see with their online and phone support...Hell you can even send an email complaint to any executives in charge of service and support...Go figure...
Here are the emails I sent/received...(edited for my security)
From: Scharf, Robert
Sent: Monday, August 25, 2008 8:52 AM
To: '[protected]@sears.ca'
Cc: 'RJ Home'
Subject: RE: CASE: 1354918 needs parts...
I already told you below, that I called them 2 times now and each time was on hold for almost 45 minutes and still no one has gotten back to me as to a confirmation if the parts are already on order. I was told it was a FAST, which means they have to order the parts from the manufacturer. This was authorized by Kaila at extension 5002. I just need someone to confirm that this order was indeed put in when I called because it is 4 weeks now since I've had the appliance and the bottom drawer does not work properly.
Would it be faster if I just contacted the manufacturer directly? I have been dealing with Sears for over 13 years and never before received an item damaged. I didn't realize it would be this hard to get parts for a $500 appliance that was delivered over a month ago (July 22) damaged. :(
Robert Scharf
-----Original Message-----
From: [protected]@sears.ca [mailto:[protected]@sears.ca]
Sent: Friday, August 22, 2008 3:56 PM
To: Scharf, Robert
Subject: CASE: 1354918 needs parts...
Hello Mr. Scharf,
Thank you for taking the time to contact Sears.
In order to resolve your inquiry and better meet your needs, we ask that you contact our Product Repair Service department at [protected].
Our operators are available to assist you 24 hours a day.
If you need any further assistance, please do not hesitate to contact us.
Thank you for choosing Sears.
Regards,
Jean
tmp
Email is a non-secure form of communication and customers should not include any sensitive account information in any email to Sears Canada Inc.
Le courriel n'est pas un mode de transmission securise et les clients doivent s'abstenir d'y inclure tout renseignement sensible sur leur compte dans toute communication electronique destinee a Sears Canada Inc.
From: Scharf, Robert
Sent: Friday, August 22, 2008 1:49 PM
To: '[protected]@sears.ca'
Cc: 'RJ Home'
Subject: needs parts...
Hi:
I bought a 30" Range from Sears, which was delivered on July 22 and the plastic tabs that hold the bottom drawer in the range were broken. I have talked to Sears over the phone twice now to try to get these plastic parts shipped to me but have received no confirmation that this is in process.
The range is online item #[protected], model [protected], serial number #########
Can you please confirm if these plastic parts are on order for me?
Thanks
Robert Scharf
Nepean, Ontario
This is not a complaint. I just didn't know where to email my questions, so could you please advise me to where I could ask about my Sears air-conditioner.
For a while I have been getting signs that there is dampness going on at the foundation of my house.
I thought first the eaves but no.
That leaves the air-conditoner.
I read the pamphlet about the air-conditoner drains.
Does it drain sufficiently to cause my problem?
It's at the wall of damage.
Should I have it moved away, further down the yard?
Was the drainage of this air-conditioner put in the right place - in other words - could the machine be backwards?
Please advise, and I thank you for this chance to ask.
Marlene
Sears Reviews 0
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Sears address3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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Do not buy from Sears as in their washers and dryers (Kenmore) as they suck, $4000.00 in these units turn your white clothing into chocolaty clothing with like coffee looking stains all over them as it is from the themselves and they ruined about $5000.00 in Abercrombie clothing and they refuse to do anything about it, as we have lawyer on this case now, Think about it, they are K-mart now (as in blue light special)...
Amen! I ran into the same scenario with their customer service. I too will never do business with them again
i believe sears auto shop is the biggest fraud and scam i went there two years ago also for tires they came back to me in the waiting room and see i need to have a rotate replace and
right away so that cost 400.00 and it was worst and i want back they said it was the brakes so i got new brakes on top of that i waited for 3 hours and they never came back in to tell me so i waited another 2 hours and that cost me 250.00 so i want back cause the brakes didn't seem right they said i need two rear tires so i got that .i am a single female i can not afford all this my brakes to this day sounds awful i i went get my oil charge i went somewhere different he said i need brakes HOW CAN THAT BE i told him sears did them i said sears is a scam and someone else told me that too
Had same problems with my Oasis Canyon washer/ dryer set bought in 7/06. Bought extended warrenty but with sear's 3rd party repair, it takes 4-6 weeks to finally fix the thing. Four appointments over 6 weeks to diagnose the problem, order the wrong part, order the right part, and install the new control board on the washer. Four full days out of our lives waiting for the repairman to show between 8-5. The control board went out in our dryer a year later. Same situation. My parents and I grew up with sears over the past 55 years knowing they were good products at good values. NO LONGER! I lost my respect for sears and its products. They no longer care for the customer; only making a buck. Their products are poor to fair and their 3 rd party extended warrenty is a joke. I will pay a little more for a product at a local owner owned store with repair; knowing I can talk to a human being if problems occur, and get the unit repaired in a reasonable time.
DON"T BUY FROM SEARS!
You are owed your money back. You need to go back to the store you purchased it from and let them know that it wasn't refunded. If that doesn't work ask for ther district managers phone number. You did not have or use the protection agreement there fore you are entitled to a full refund of it. Especially for the short time of having it. All you need is your receipt. Also know that if they say they dont have it when you purchased they collected your information on the computer inorder to sell the protection agreement. Your information is in their system. Your credit card company if you use was should also have a policy to protect you on that charge call them it is their responsibility to also ensure you are not scammed.
that sucks
I FULLY AGREE WITH YOU THAT SEARS WASHER/DRYERS FULLY SUCK. I WOULD NEVER BUY THEM AGAIN EITHER AS MY UNITS DID THE SAME EXACT THING. THEY ARE A REALLY ###ED UP COMPANY TO DEAL WITH NOW.
SEARS SUCKS DO NOT BUY FROM THEM!