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My name is Shanika Case# 6012378 . I am appalled by the lack of customer service at Sears from the local store to the representatives over the phone and managers from the executive office. I spoke to a case manager by the name of Ikhlvs Mirza who for starters barely speaks English. He is the rudest person I've spoken to in the last month from Sears. This case manager not only falsified his remarks in regards to my dealings with the 3 technicians that came out to my house and left me with broken appliances still and tried to persuade me to pay for services that weren't rendered. He also bluntly told me that my service wasn't important and that he has better things to do. I spoke to a Supervisor by the name Alicia who promised she would call me back and now she is unavailable at all times. Now they are giving me more of a run around. Voice mails..."she's not available right now"..." Just the worst EVER! I bought a full high end (SUPPOSEDLY) laundry appliances less than a year ago and is still under the manufacture warranty as well as the extended service plan. The appliances were over $2,000 was all Kenmore. It has taken Sears so far over 4 weeks and I still do not have a repaired washer and dryer. I’ve spent hours on the phone with them trying to get a simple repair. I was promised numerous times that someone would call me back within a certain amount of time and not once did they ever do so. They are the most incompetent people ever. First they sent a repair guy out and he couldn't even figure out how to turn the washer and dryer on to see if it worked. After I showed him how to do that, he said 'yes, washer and dryer doesn't work". He said he had to order parts and that I would have to pay for them and the travel expense. I declined not to order the parts due to the fact washer/dryer is covered under warranty, the technician became angry and demanding I had ask the gentlemen to leave. After many more hours, (I'm serious about that, hours!!) of phone calls and unfulfilled promises later to the national headquarters and I’m still without working appliances. I feel that I’ve made a legitimate complaint to Sears about the conduct of a Sears employees via phone and that was dispatched to my home to perform maintenance on my washer and dryer and they still display lack of responsiveness and lack of accountability."
"Its an unforgettable online shopping experience @ sears.com. I ordered a "Sauder Sauder Shoal Creek Wardrobe" for $184 from sears.com.
Product Problems: * Size mentioned in product description on website is incorrect. * Tedious to assemble (took 2 hours with all tools) * Box was shabby when delivered and furniture came damaged. * Tedious to assemble (took 2 hours with all tools).
Service Problems: * When I complained about size and condition then they asked me to return either in-store or UPS pickup. * Its heavy 140 lbs so hard to return in-store, I opted for UPS pick-up. * I had to tear off the packing to remove furniture so I did not have box to pack. * Customer care promised me many times on phone or email that they will put note in UPS pick up call tag that Item can not be packed in box and pick it up as is. But UPS guy came and said that he will not pick it up. * UPS wants it in box to pickup so I bought box and put tape and packed. * I email & called sears and they scheduled another pickup. * I received an email from UPS and I noticed that apartment number is missing from address so I contacted sears again. * Now UPS is saying that they need another pickup order and Sears saying that item will be picked up from the address it was delivered on. * There is some problem in sears system and I contact them every single day (from 10 days) and they promise that they will schedule a pick right after the call but they do not do it. * I am trying to put customer reviews for more than 2 weeks for the product I purchased. But sears does not like bad reviews so they are not updating on their website. I talked customer care for that as well and they always say standard answer that reviews are handled by other system and they can not forward call to them.
I can not explain in words the dissatisfaction with this purchase I have."
I went to the Sears store local to me, in Minnetonka, MN. Was looking to replace an older Kenmore dryer with a new one. While at the store did a quick price comparison with Lowes and found an equivalent dryer for 100.00 less, but since my Kenmore worked for 20 years figured I would stick with the brand.
Here is where the trouble began...
When I walked into the store I came across the 2 "sales associates" apparently assigned to the department - they were engaged in a rather negative conversation that I gathered was in regard to their current job. I walked directly to them I stood there apparently unnoticed for at least a minute watching them jabber away about the poor state of their organization and their jobs (customer service at its finest).
When they deemed it was worth their time to pay attention to me, I made it very simple for them, I was looking for a gas dryer that was on sale and was a Kenmore brand and preferably the least expensive model - this was for a rental unit so no need to spend 2K on a dryer...
The associate who helped me brought me over to the most expensive unit in her department and said here it is (way more then what I wanted to spend on a dryer, I explained that to her, but she told me this was the one I wanted) I asked her why (i.e. features, benefits, etc) all she could say was that it would do more... SERIOUSLY, who trains these people? She was NOT the brightest bulb on the tree to be sure and I credit her inability to make a logical argument as to WHY I would spend far more than I wanted to on the "more expensive" unit to management... clearly poor hiring decisions AND a complete lack of proper training.
When I made it clear that I wanted the least expensive model she finally brought me over to one that would suit my needs. I agreed to the buy and we went to check out. I explained to her that my business partner wanted to put the order on his credit card (he was registered in the sears system) and asked if we could call him for that part of the transaction - she said that she could not do that UNLESS it was a sears card... seemed strange to me, so I asked her if she could confirm with her manager. She told me that the answer would be NO and that we would need to move forward with my card. I asked her if I could simply have my partner place the order online and her response was, "well, yes, but then you wouldn't be buying it from her... LIKE I GIVE A DAMN was my thought... she offered me no value at ALL and yet acted as if her personal sale was more valuable then my desires or convenience.
As I wanted to get past this nightmare of an experience I agreed to purchase it with my card and she began to ring the order up, a 499 dryer turned into 750 before my eyes and I had to ask her WHY it was so much more expensive (I requested delivery, installation and removal of the old dryer.) She NEVER broke out pricing, simply rang it up... ARE YOU KIDDING ME? so I discover that I had to pay 35.00 "extra" for required parts and 150 for delivery and installation... $150? really? anyway, I agreed and she ran my card.
Apparently the SYSTEM froze, so it charged my card but did not record the delivery date or instructions (to be clear, there is NO question that sears has the most antiquated systems I have EVER seen in a major retailer, my local, locally owned coffee shop has a better system... She explained to me that she would have to cancel the order and ring it in again, thus locking up 1500 on my card as it takes 2-3 days for a refund... I agreed but of course the second time through my card was denied (not due to credit limits but to a fraud alert).
So now, I tell her that I will just need to have my partner order it online to which she replies, let me call me manager to see if I can take his card over the phone... ARE YOU F@CKING KIDDING ME???!!! you told me that you could not do that and your manager would say no but NOW that there is no other option for you to get your "commission" you are willing to work with me???
The manager approved of course and the order was completed...
More fun... they never gave me a confirmation of delivery time, supposed to come today, I called in to get an answer and after a long hold and dealing with a broken voice recognition system I dealt with a woman whose accent I could not understand but after I gave her my information she told me that I needed to call ANOTHER number for help and without asking me if I had a pen and paper ready started to rattle off a number... I quickly corrected her on proper etiquette, got a pen and paper and she read out the number... I called the number and honest to God I just finally got off the phone with them 30 seconds ago... they told me that it would be here "sometime" between 3 and 7... RIDICULOUS
It took me the same amount of time to write this review as it did to get a half assed answer from sears as to WHEN my order would be delivered.
NEVER EVER EVER EVER WILL I DO BUSINESS WITH SEARS AGAIN."
"Horrible experience..I ordered 1 month ago and received 75% of my items and never the other three items I ordered. After days of INVESTIGATION they had to give me a refund because they still did not know where it was. Call number 1...yes your order will be shipped to your house in about 7 days..call number 2...yes your order will be there in 3-5 more days...call number 3-5 we have to investigate the problem we need 5-7 more days...I said no tell me where my things are and they said they had no idea and would have to refund my money. After being on hold for 2 hours!!! I almost poked my eyes out using this company..NEVER AGAIN!!!! I wished I would have looked at this review board before I ordered."
"HORRIBLE !!!! I will NEVER purchase anything from SEARS again. No wonder they are struggling, along with KMART who has closed down numerous stores . Poor quality, poor service, etcetc ordered a gazebo through their "Marketplace" not realizing the marketplace could be someone selling items out of their garage. the gazebo collapsed in one week after a minor rainfall. Sears says to call "Wholesale Tools" their seller. We did....a tv was on in the background, like the person was sitting in their living room. Rude, obnoxious and said the gazebo should not be out in the rain???????? SEARS will allow anyone to sell items on their website. BEWARE!. $300 for a week of having a gazebo."
This review was modified by vabeach on May 10 2012 01:25:44 PM
"I used Sears.com for the first time, and will be the last time, too. I ordered a Steinless Steel (Model #: WDF510PAY on order) dishwasher online, and requested to pick up at local Sears store. After a few days, local store called and notified the item is ready to pick up. We went to local store, and pick up the product and spent hours to install it. After installation, we found the dishwasher looked a little different from other steinless appliances in my kichen. I then went online to check, finally found out the dishwasher they sent us has the color of Universal Silver, in stead of steinless steel. The two looked very similar and both have the same Model#. When I talk to the online customer support, asked them to switch and help to install the dishwasher, they refused. The case manager insisted it was my fault because when I went to local store to pick up the item, I did not find out they sent the wrong item to store. What a logic!
From my experience and the other people's experience with Sear, it is no hard to understand why Sear's business is going down... With service like that, with customer support like that, you can only foresee Sears is going downhill faster and faster...."
"I made an order at sears.com on 04/18 for a pair of speaker stands. It showed in stock when I ordered it but I have not got it on 04/30. I called sears and I was told they need 3 days to investigate it. Today,05/03, I called them again, I was told they need another 5-7 days to look at it. Bye-Bye sears, forever! No wonder sears.com's rating is below 1/10 at resellerrating.com. That score makes them look like a scam, lol, they don't even care."
"I have purchased over $100,000 worth of appliances in their online store and retail store, never gotten any special deal from them, not even waive that stupid shipping fee. Just recent, I ordered a range from them, called about 1 day later for them to price match to bestbuy.com They wouldn't, because they said bestbuy doesn't have item in their retail store, I said, you didn't have it in your store too, you had to order it from your warehouses too. They refused to price match the item, it's only $100 dollars, but this is the last time I will order from them, or recommend them. Btw, they price match policy is only 12 days for price matching, dont shop there my friends. BTW, when you do place an order, they call you about 10 times before coming on delivery day, its so annoying, I said yes to you already, why are you always wanting me to confirm over and over. "
"I always liked Sears and usually buy hand tools exclusively from them as long as they are made in the USA. But this time I purchased a bed & mattress online, what a nightmare.
Immediately after ordering, I noticed that I have mistakenly chosen the wrong size of bed. I at once called the customer service number to cancel the order; that is impossible. Once an order has been placed (even if just minutes ago), it cannot be cancelled - you have to take delivery and then return it.
So the bed, mattress and hardware came in three different cartons. I immediately initiated the return process online. I was to be sent UPS labels and I thought that's easy enough; except only one label came, but I have three cartons. E-mail AND phone call to their outsourced customer service... "Very sorry for mistake, sending UPS again". Well, you guessed it, they came with one more label for my two remaining cartons. Getting frustrated now, I taped them together and send them back as one piece, expecting a refund to my Paypal within the allotted 3-5 business days after the merchandise has been confirmed received at their Oakland, CA return facility. They did 2 weeks ago per UPS.
Called their customer service on occasion and, "everything is fine, the refund request was issued on April 10". Another agent tells me the refund was issued on April 16 - so incoherent information. To this day I haven't gotten as much as a confirmation e-mail that my merchandise has been received back and that I would be issued a credit.
For a huge retailer like Sears, I must say their handling of orders and especially returns is absolutely unacceptable. Talking to people half-way around the world about my return didn't make me feel any better either. Sorry Sears, but never again will I purchase anything from your store online, what an absolute sub-par service!!"
This review was modified by moenko on April 23 2012 12:13:01 PM
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posted May-17-2012 
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![Share](javascript:share_rating({"review_body":"Its an unforgettable online shopping experience @ sears.com. I ordered a \u0022Sauder Sauder Shoal Creek Wardrobe\u0022 for $184 from sears.com.<br><br><br><br>Product Problems:<br>* Size mentioned in product description on website is incorrect.<br>* Tedious to assemble (took 2 hours with all tools)<br>* Box was shabby when delivered and furniture came damaged.<br>* Tedious to assemble (took 2 hours with all tools).<br><br>Service Problems:<br>* When I complained about size and condition then they asked me to return either in-store or UPS pickup.<br>* Its heavy 140 lbs so hard to return in-store, I opted for UPS pick-up.<br>* I had to tear off the packing to remove furniture so I did not have box to pack.<br>* Customer care promised me many times on phone or email that they will put note in UPS pick up call tag that Item can not be packed in box and pick it up as is. But UPS guy came and said that he will not pick it up.<br>* UPS wants it in box to pickup so I bought box and put tape and packed.<br>* I email & called sears and they scheduled another pickup.<br>* I received an email from UPS and I noticed that apartment number is missing from address so I contacted sears again.<br>* Now UPS is saying that they need another pickup order and Sears saying that item will be picked up from the address it was delivered on.<br>* There is some problem in sears system and I contact them every single day (from 10 days) and they promise that they will schedule a pick right after the call but they do not do it.<br>* I am trying to put customer reviews for more than 2 weeks for the product I purchased. But sears does not like bad reviews so they are not updating on their website. I talked customer care for that as well and they always say standard answer that reviews are handled by other system and they can not forward call to them.<br><br>I can not explain in words the dissatisfaction with this purchase I have.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1550806#comment1550806","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"CrapAtSears","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Truly a HORRIBLE experience.<br><br>I went to the Sears store local to me, in Minnetonka, MN. Was looking to replace an older Kenmore dryer with a new one. While at the store did a quick price comparison with Lowes and found an equivalent dryer for 100.00 less, but since my Kenmore worked for 20 years figured I would stick with the brand.<br><br>Here is where the trouble began...<br><br>When I walked into the store I came across the 2 \u0022sales associates\u0022 apparently assigned to the department - they were engaged in a rather negative conversation that I gathered was in regard to their current job. I walked directly to them I stood there apparently unnoticed for at least a minute watching them jabber away about the poor state of their organization and their jobs (customer service at its finest).<br><br>When they deemed it was worth their time to pay attention to me, I made it very simple for them, I was looking for a gas dryer that was on sale and was a Kenmore brand and preferably the least expensive model - this was for a rental unit so no need to spend 2K on a dryer...<br><br>The associate who helped me brought me over to the most expensive unit in her department and said here it is (way more then what I wanted to spend on a dryer, I explained that to her, but she told me this was the one I wanted) I asked her why (i.e. features, benefits, etc) all she could say was that it would do more... SERIOUSLY, who trains these people? She was NOT the brightest bulb on the tree to be sure and I credit her inability to make a logical argument as to WHY I would spend far more than I wanted to on the \u0022more expensive\u0022 unit to management... clearly poor hiring decisions AND a complete lack of proper training.<br><br>When I made it clear that I wanted the least expensive model she finally brought me over to one that would suit my needs. I agreed to the buy and we went to check out. I explained to her that my business partner wanted to put the order on his credit card (he was registered in the sears system) and asked if we could call him for that part of the transaction - she said that she could not do that UNLESS it was a sears card... seemed strange to me, so I asked her if she could confirm with her manager. She told me that the answer would be NO and that we would need to move forward with my card. I asked her if I could simply have my partner place the order online and her response was, \u0022well, yes, but then you wouldn\u0027t be buying it from her... LIKE I GIVE A DAMN was my thought... she offered me no value at ALL and yet acted as if her personal sale was more valuable then my desires or convenience.<br><br>As I wanted to get past this nightmare of an experience I agreed to purchase it with my card and she began to ring the order up, a 499 dryer turned into 750 before my eyes and I had to ask her WHY it was so much more expensive (I requested delivery, installation and removal of the old dryer.) She NEVER broke out pricing, simply rang it up... ARE YOU KIDDING ME? so I discover that I had to pay 35.00 \u0022extra\u0022 for required parts and 150 for delivery and installation... $150? really? anyway, I agreed and she ran my card. <br><br>Apparently the SYSTEM froze, so it charged my card but did not record the delivery date or instructions (to be clear, there is NO question that sears has the most antiquated systems I have EVER seen in a major retailer, my local, locally owned coffee shop has a better system... She explained to me that she would have to cancel the order and ring it in again, thus locking up 1500 on my card as it takes 2-3 days for a refund... I agreed but of course the second time through my card was denied (not due to credit limits but to a fraud alert).<br><br>So now, I tell her that I will just need to have my partner order it online to which she replies, let me call me manager to see if I can take his card over the phone... ARE YOU F@CKING KIDDING ME???!!! you told me that you could not do that and your manager would say no but NOW that there is no other option for you to get your \u0022commission\u0022 you are willing to work with me???<br><br>The manager approved of course and the order was completed... <br><br>More fun... they never gave me a confirmation of delivery time, supposed to come today, I called in to get an answer and after a long hold and dealing with a broken voice recognition system I dealt with a woman whose accent I could not understand but after I gave her my information she told me that I needed to call ANOTHER number for help and without asking me if I had a pen and paper ready started to rattle off a number... I quickly corrected her on proper etiquette, got a pen and paper and she read out the number... I called the number and honest to God I just finally got off the phone with them 30 seconds ago... they told me that it would be here \u0022sometime\u0022 between 3 and 7... RIDICULOUS<br><br>It took me the same amount of time to write this review as it did to get a half assed answer from sears as to WHEN my order would be delivered.<br><br>NEVER EVER EVER EVER WILL I DO BUSINESS WITH SEARS AGAIN.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1545796#comment1545796","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"GottaReviewIt","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Horrible experience..I ordered 1 month ago and received 75% of my items and never the other three items I ordered. After days of INVESTIGATION they had to give me a refund because they still did not know where it was. Call number 1...yes your order will be shipped to your house in about 7 days..call number 2...yes your order will be there in 3-5 more days...call number 3-5 we have to investigate the problem we need 5-7 more days...I said no tell me where my things are and they said they had no idea and would have to refund my money. After being on hold for 2 hours!!! I almost poked my eyes out using this company..NEVER AGAIN!!!! I wished I would have looked at this review board before I ordered.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1533166#comment1533166","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"kischnic","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"3 orders 3 cancellations but not before they billed my account for things they say were \u0022out of stock\u0022","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1531200#comment1531200","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"killjoy75","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"HORRIBLE !!!! I will NEVER purchase anything from SEARS again. No wonder they are struggling, along with KMART who has closed down numerous stores . Poor quality, poor service, etcetc<br>ordered a gazebo through their \u0022Marketplace\u0022 not realizing the marketplace could be someone selling items out of their garage. the gazebo collapsed in one week after a minor rainfall. Sears says to call \u0022Wholesale Tools\u0022 their seller. We did....a tv was on in the background, like the person was sitting in their living room. Rude, obnoxious and said the gazebo should not be out in the rain???????? SEARS will allow anyone to sell items on their website. BEWARE!. $300 for a week of having a gazebo.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1529268#comment1529268","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"vabeach","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I used Sears.com for the first time, and will be the last time, too. I ordered a Steinless Steel (Model #: WDF510PAY on order) dishwasher online, and requested to pick up at local Sears store. After a few days, local store called and notified the item is ready to pick up. We went to local store, and pick up the product and spent hours to install it. After installation, we found the dishwasher looked a little different from other steinless appliances in my kichen. I then went online to check, finally found out the dishwasher they sent us has the color of Universal Silver, in stead of steinless steel. The two looked very similar and both have the same Model#. When I talk to the online customer support, asked them to switch and help to install the dishwasher, they refused. The case manager insisted it was my fault because when I went to local store to pick up the item, I did not find out they sent the wrong item to store. What a logic!<br><br>From my experience and the other people\u0027s experience with Sear, it is no hard to understand why Sear\u0027s business is going down... With service like that, with customer support like that, you can only foresee Sears is going downhill faster and faster....","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1512393#comment1512393","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"fourseasons2","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I made an order at sears.com on 04\/18 for a pair of speaker stands. It showed in stock when I ordered it but I have not got it on 04\/30. I called sears and I was told they need 3 days to investigate it. Today,05\/03, I called them again, I was told they need another 5-7 days to look at it. Bye-Bye sears, forever! No wonder sears.com\u0027s rating is below 1\/10 at resellerrating.com. That score makes them look like a scam, lol, they don\u0027t even care.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1508079#comment1508079","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"520","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I have purchased over $100,000 worth of appliances in their online store and retail store, never gotten any special deal from them, not even waive that stupid shipping fee. Just recent, I ordered a range from them, called about 1 day later for them to price match to bestbuy.com They wouldn\u0027t, because they said bestbuy doesn\u0027t have item in their retail store, I said, you didn\u0027t have it in your store too, you had to order it from your warehouses too. They refused to price match the item, it\u0027s only $100 dollars, but this is the last time I will order from them, or recommend them. Btw, they price match policy is only 12 days for price matching, dont shop there my friends. BTW, when you do place an order, they call you about 10 times before coming on delivery day, its so annoying, I said yes to you already, why are you always wanting me to confirm over and over. ","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1507503#comment1507503","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"miaolinwei","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I always liked Sears and usually buy hand tools exclusively from them as long as they are made in the USA. But this time I purchased a bed & mattress online, what a nightmare.<br><br>Immediately after ordering, I noticed that I have mistakenly chosen the wrong size of bed. I at once called the customer service number to cancel the order; that is impossible. Once an order has been placed (even if just minutes ago), it cannot be cancelled - you have to take delivery and then return it. <br><br>So the bed, mattress and hardware came in three different cartons. I immediately initiated the return process online. I was to be sent UPS labels and I thought that\u0027s easy enough; except only one label came, but I have three cartons. E-mail AND phone call to their outsourced customer service... \u0022Very sorry for mistake, sending UPS again\u0022. Well, you guessed it, they came with one more label for my two remaining cartons. Getting frustrated now, I taped them together and send them back as one piece, expecting a refund to my Paypal within the allotted 3-5 business days after the merchandise has been confirmed received at their Oakland, CA return facility. They did 2 weeks ago per UPS. <br><br>Called their customer service on occasion and, \u0022everything is fine, the refund request was issued on April 10\u0022. Another agent tells me the refund was issued on April 16 - so incoherent information. To this day I haven\u0027t gotten as much as a confirmation e-mail that my merchandise has been received back and that I would be issued a credit. <br><br>For a huge retailer like Sears, I must say their handling of orders and especially returns is absolutely unacceptable. Talking to people half-way around the world about my return didn\u0027t make me feel any better either. Sorry Sears, but never again will I purchase anything from your store online, what an absolute sub-par service!!","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1478253#comment1478253","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"moenko","rating":"1"}, "single");){kind=link}
"Dear Sears
My name is Shanika Case# 6012378 . I am appalled by the lack of customer service at Sears from the local store to the representatives over the phone and managers from the executive office. I spoke to a case manager by the name of Ikhlvs Mirza who for starters barely speaks English. He is the rudest person I've spoken to in the last month from Sears. This case manager not only falsified his remarks in regards to my dealings with the 3 technicians that came out to my house and left me with broken appliances still and tried to persuade me to pay for services that weren't rendered. He also bluntly told me that my service wasn't important and that he has better things to do. I spoke to a Supervisor by the name Alicia who promised she would call me back and now she is unavailable at all times. Now they are giving me more of a run around. Voice mails..."she's not available right now"..." Just the worst EVER! I bought a full high end (SUPPOSEDLY) laundry appliances less than a year ago and is still under the manufacture warranty as well as the extended service plan. The appliances were over $2,000 was all Kenmore. It has taken Sears so far over 4 weeks and I still do not have a repaired washer and dryer. I’ve spent hours on the phone with them trying to get a simple repair. I was promised numerous times that someone would call me back within a certain amount of time and not once did they ever do so. They are the most incompetent people ever. First they sent a repair guy out and he couldn't even figure out how to turn the washer and dryer on to see if it worked. After I showed him how to do that, he said 'yes, washer and dryer doesn't work". He said he had to order parts and that I would have to pay for them and the travel expense. I declined not to order the parts due to the fact washer/dryer is covered under warranty, the technician became angry and demanding I had ask the gentlemen to leave. After many more hours, (I'm serious about that, hours!!) of phone calls and unfulfilled promises later to the national headquarters and I’m still without working appliances. I feel that I’ve made a legitimate complaint to Sears about the conduct of a Sears employees via phone and that was dispatched to my home to perform maintenance on my washer and dryer and they still display lack of responsiveness and lack of accountability."