1/5

posted Feb-02-2012

"I found Cabot Ebony wood stain (item #SPM2382632502) on the Sears.com website. I called customer service before placing my order to verify the size of the container. I was told by the Sears customer service rep that these were gallon cans. I then orders five gallons off of the Sears.com website. When I received my order, the cans of stain were actually only half of a pint.


When I called Sears customer service to complain, I was told the balance (75 Half pint cans) would be sent to me. On Thursday 2/2, I received an email stating the extra stain would not be sent and I would need to arrange for a refund.

When I called the Sears customer service number to arrange for my refund. I was told that I had to call the third party vendor for my refund. I am very dissappointed that Sears is choosing not to stand by the products shown own their website. This third party vendor lied about the container size before my order was placed, and refused to send the balance.


I do not want to deal with them because of this. I ordered from Sears.com and I think Sears should issue my refund"

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3/5

posted Jan-27-2012

"Sears.com eventually refunded my money for an order placed with a subcontractor - Surveillent.

I asked Sears.com to drop them as a subcontractor because of Surveillent's extremely distasteful behavior when I received the wrong item. It took 6 weeks of calls to Sears.com. The customer assistants were cordial and eventually resolved the refund, but have not removed Surveillent as a subcontractor.
Amazon is much more tuned in to using quality subcontractor and stands behind your purchases more effectively. "

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1/5

posted Jan-25-2012

"We bought their top of the line washer machine Kenmore Elite frontload on the recommendations of the Sears' salesperson. In two years that we owned it we had to repair it twice, both times paying almost $200. Both times the problem was with the draining pump, which means that a machine stops working in the middle of the cycle, locks and nothing can be done until the repair man comes and fixes it. First time it took 5 days until repair was done and clothes in the washer came out rotten, which of course we never got compensated for.

To all our complaints the Sears' personnel answers that there is nothing they can do, since our warranty expired. Before this extremely expensive washer, we've had cheap Whirlpool washer and drier for 10 years and didn't have a single problem with them. I wish we had never upgraded to this piece of garbage, and at the very least didn't buy any appliances from Sears.

Their customer serivce is one of the worst we've ever had to deal with. They have dozens of different departments, you just keep being bounced from one department to the next without any progress. Every few minutes I was being disconnected and had to start the whole process of calling and explaining my problem to the next available representative all over again. All representative sound absolutely indifferent and incompetent.

Will never buy from Sears again and also do not recomment any products from Kenmore Elite line. They are expensive, but the quality is very poor."

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1/5

posted Jan-19-2012

"By far the worst shopping experience of my life. Below you can see my chat with a customer service representative. Mind you I was supposed to receive the item on the 17th and it is now the 19th during this conversation. I have already waited over two weeks and they did not offer me any type of compensation for my troubles.

Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding.
Hi, my name is *****, and it's my pleasure to assist you today as your Personal shopper.

*****: Thank you for contacting Sears.com.
*****: Good Morning. How may I assist you today?
you: Hello, I have an order that I have been waiting on since 1/4 and I was told I would get a confirmation email once it arrived and I still have not received one. My order number is *******
you: could you help me please?
*****: I am sorry to hear that, you have not received the order yet.
*****: However, I will be happy to check your order details for arrival date.
*****: Thank you for the information.
you: It still states that it is processing when I look online and I have no idea what that means
*****: Please allow me 3-5 minutes, while I check the information for you.
you: ok
*****: Thank you for staying online.
*****: I appreciate your patience.
you: No problem
*****: I checked and see that, your order is still processing and have not shipped from the Ware house, please allow me 2-4 minutes while I queue this order to our concerned department for research.
you: I know it is not your fault but that is ridiculous. I ordered this bike more than two weeks ago and I was told it was shipped the last time I contacted sears which was on the 16th. Now your telling me that it has not been shipped yet.
*****: Thank you for your patience.
*****: I am really sorry for the inconvenience, however, I have queued this order for the inquiry and you will be contacted within 5-7 business days.
you: This will be the last time I shop at any of sear's stores
you: I will make sure I pass the word on
you: Once again not your fault
*****: I do apologize, I understand how you might be feeling at this moment and and to be honest I would have felt the same.
you: but this is horrible service
*****: Please accept my sincere apologies and not to worry as you will be contacted within 5-7 business days.

Just thought that I would add we still have not received our item and it is 1/25/12. I received the email below with a tracking number and everything, went to the store and they never received the package. I called sears.com again and they stated it had not been shipped and they did not know why I received the email. Might I add they have not offered me any type of compensation.

Dear Customer,

Thank you for shopping at Sears.com!

Your merchandise has arrived at the designated store via UPS. At that point the store assumes the order and is responsible for providing the order or cancelling and issuing credit for the items. I apologize for the inconvenience

Shipment Summary

Tracking Number 1ZX110050353018792
Status Delivered
Service Type GROUND
Sent From 427 TURNBULL CANYON RD
CITY OF INDUSTRY, CA 91745 1012
US
Sent To CHICAGO, IL 606023203
US
Delivery Date 01/11/2012 12:29:00
Reference Number 093002094914

Weight 40.0 LBS
Signed for/by HOLMES "

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1/5

posted Jan-16-2012

"Got wrong item twice, cost me 3 weeks and approx 15 hours of my life. I was very patient, Sears.com and Sears (yes they made it clear there is a difference) will go down for being cheap and not having a soul. Only explanation is that Sears management is comprised of ex-personal from Ames, Woolworth, Lechmere and Caldor…
I bought a Kenmore electric dryer at sears.com, right vented configuration. I had it sent to store to pick up as to save on delivery charges. When it arrived there, I borrowed a van, picked it up, and brought it to my house. I was moving, so it was a few days before I hauled it upstairs to the laundry room, unboxed and realize product was incorrect. Sears.com told me to bring unit back to local store, after which they would "reorder" the dryer for me. What? That means bring dryer back just so they can start the process of getting me the correct dryer, which I would then have to go back and pick up. So borrow the van once has turned to borrow the van 3 times (back, forth, back) Sears.com offered little, and said to go into store to see if they could do anything else for me. I called the store instead, and that call was completely useless. The man did say they don’t stock that dryer in the right vent configuration and that I would have to deal with sears.com myself. I called the website 2 more times. I finally got a women who helped, and was able to reorder the dryer and home delivery so that all I had to do was make 1 trip to the store to bring the dryer back. I said it was weird that I ordered right vent, it came back as “regular” vent, and asked to confirm that this unit can be configured this way. She said it definitely could be vented right. I gave credit card again, to technically purchase another dryer, and paid for shipping, (which is to be reimbursed, we’ll see) In the meantime, I borrowed van again, hauled dryer back to store to return. My order came up on the kiosk quickly, and the man took the dryer and gave me a return stub to take to appliances. Nobody in the store could help me with this stub! At this point I paid for two dryers, one delivery, and all I had was a return stub that the people were not sure what to do with. I ended up at the main office, and the women tried to figure out where my order was. I had on hand all my sales orders confirmations and email correspondence with the sear.com person printed out too. A manager was called, and all he said was “wait 20 minutes or so for the system to refresh” then walked away. It took me 1.5 hours in the store, but I did finally get reimbursed for the first dryer. This problem is a lack of protocol on how to deal with online returns at the store and a 20-year-old (or so) computer system that can barley run solitaire.
The second reordered dryer was supposed to arrive Thursday, but then they call and changed it to Sunday. On Sunday morning, I called sears.com to ask what time to expect the delivery. The women said it would actually be coming on the 18th (following Wednesday)….OK thanks for changing it again. A few hours later, I got a call from a guy who says “I’m at your house with an electric dryer” Oh, sorry, sears.com messed things up; I’ll be back there soon. The driver told me that his notes said “Kenmore electric dryer, right vent” but that they gave him a “Kenmore electric dryer, rear vent”. NICE, the wrong configuration again!! I said to the driver to not even bother if it was the incorrect one. I called sears.com and asked repeatedly to fix problem. Oh, you have to take this up with sears home delivery, here is the number. NOOO! I’m sick sears.com sticking me in different directions, you fix the problem. The only solution was to reorder the dryer… a THIRD THIME! NO, SEND ME an electric dryer with right vent, I don’t care what brand, if it’s more or less expensive, I just want a f***ing dryer that vents to the right! I eventually talked with the supervisor; he tells me that if I had the dryer in hand, and didn’t turn the Delivery driver away, that he could exchange the unit for me. I said “wait, if I had accepted the wrong appliance, I would have more leverage than I do right now? He says yes. I had in hand the wrong unit originally, and no such option was available to me!?! This guy was a total tool box, and had nothing to offer me as a customer. I told him I was a general contractor, 27 years old, and promised not to ever buy a single appliance or tool from sears ever again. Sure he doesn’t care, which is the real problem.
This just in, I just got a call right as I was finishing this feedback from Sears home delivery that my delivery is delayed!!! WOW!! This is the unit I turned down yesterday
Summary: If you have a lot of patience, and like to spend lots of time not utilizing yourself by running in circles with sears.com and sears, then I highly recommend this store for you!
"

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1/5

posted Jan-14-2012

"This is the junk store. Never buy appliance again."

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1/5

posted Jan-14-2012

"The online sales representatives are very nice. Unfortunately, after completing the transaction, one is left to discover that these "helpful" reps(as well as the product description page on the website) fail to inform customers of specific features (or lack of features) that are important when purchasing certain products. In my case, I discovered on another website that the 19 cu ft refrigerator I just purchased from sears.com lacked an interior light.

Again, the online sales representatives are very nice. Unfortunately, despite giving sears.com the benefit of "miscommunication", cancelling the order, and placing a new one, they "steal" your money by tacking on "extras" you never authorized. In my case, an additional $130 charge for an optional ice maker, I clearly stated, I did NOT want.

NO NEED TO LIE OR STEAL, SEARS. IF YOU NEED MONEY THAT BAD ALL YOU HAD TO DO WAS MAIL OUT A DONATION REQUEST. I WOULD HAVE CLAIMED IT ON NEXT YEARS TAXES.

Did I mention that the next two customer service reps I spoke with over the phone are very nice? They cancelled both orders, even though I still got a call two hours later confirming my delivery date??? (I know...a different department).

I know...my experience w/ sears.com seems trivial compared to other people's experiences. Just figured I'd put this out as a way to further validate what others are complaining about.

HEY! THE ONLINE SALES REPS MAY HAVE LIED & STOLE FROM ME, BUT AT LEAST THEY WERE VERY NICE WHEN DOING IT."

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5/5

posted Jan-14-2012

"Made my order for a contertop Dishwasher on 1-12-12, I received an email about 1/2 hour later that stated my order was processing. Checked my order status 2 days later, it stills says processing.
I go to leave my house and trip right over my package, It is already here. Delivery time Was Great.

In my Order Confirmation E-mail. it was said to be delivered on 1-19-12. Today is 1-14-12. It arrived 5 days ahead of time, Clearly a shock after reading the reviews about sears on this site.

The only thing I found strange was that the dishwasher had water in it. I live in Maine and it is winter, I am lucky I was home when it was dropped off. Another thing the dishwasher was Packaged Perfectly but yet it still had a small dent on the top."

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1/5

posted Jan-14-2012

"Don't EVER ORDER FROM SEARS. Ordered an item. Had no idea it would be coming from a 3rd party merchant. That merchant, Denny and Kathy's Superstore, sent an inferior model, charged the same amount. Forget getting any help from Sears customer service either via phone or email. They never respond. I called the 3rd party merchant directly. The agents there are nice, but ineffective. They promised to send the proper item, in an expedited fashion. But they sent it to the wrong address. And my emails to inquire about the whereabouts of the item were not returned, so I was forced to continue to call until I could reach a human being. Sears is a joke and a travesty. Don't spend your money here unless you want headaches and unfulfilled purchases. "

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1/5

posted Jan-11-2012

"My story is like all the other nightmares I've read on this site, unfortunately I read them too late!! I ordered a bike off sears.com 12/27 and IMMEDIATELY the charge was made on my card. I was told it would be delivered to the store in 3 - 5 business days and would be notified by email. On 1/5 I called to get a status and was told it would be delivered next day. I asked if they were looking at a screen where they could verify it had shipped and was being tracked and was told "no they couldn't see that kind of information for third party vendors" they were just giving me the estimated delivery date. Well after several days and calls later, every time being given some obviously fake information to pacify me, I finally got an email saying it had been delivered to the store. Yay! But was I wrong! I go to the store and am told that they don't have it. I spent the evening at the store being fed different stories, because frankly they can't track their orders (totally unacceptable in this day and age), I leave infuriated. At one point they tell me that UPS delivered it to my house the day before and they have a tracking number to prove it. Really? why would UPS decide on their own to deliver it to my home versus the store where it is supposed to be delivered? They wouldn't they're professionals, sears.com is making it up. I inform them that I did get a delivery the day before from UPS, it was a book that I had ordered, I asked them for the UPS tracking number, which they wouldn't give me, then they started to back track, I have no idea how they figured out I had a UPS delivery the day before, including what time it was delivered, but I'm pretty sure it wasn't legal ... Today I check the status of my order and it says it was picked up by me yesterday at the store!!!! I'm sooo pissed! I have no bike, my card was charged over 2 weeks ago, I've wasted hours with these thieves, and now they say the order is complete. AAAAHHHH!"

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