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"Sears service is really lacking in customer service! No appointments for weeks even for refrigerators!"
"I bought trousers online that unfortunately don't fit and therefore I wanted to return them. When I entered my email address and order number the system said it did not recognise them so must be wrong yet I can track the order with EXACTLY the same information. You cannot return things and you go around in circles trying to even when you email for help they simply send you the same link which again does not recognise the email and order number used. DO NOT USE THEM."
"I shopped on sears.com for my grandma and her card declined for the order. They ran what they felt they could fit on the card and within 12 hours I called to cancel. They hadn't even shipped the products out and still wouldn't cancel the order so they could make a quick buck off the shipping. I strongly advise everyone to stay off there site and do not use there credit cards. "
"I bought an elliptical, had it delivered to my home and paid extra for assembly. I used it for 10 minutes and the leg started falling off. Apparently they forgot a couple pieces! Sears will not come back to fix what was assembled incorrectly. The guys assembling it did not mention they did not have all the parts. Apparently I have to either call Nordic Track and hope they will send me parts or return it to Sears minus the non refundable delivery fee that paid the people who broke it in the first place. Their customer service is horrible. Valerie hung up on me. Abel (online) said that I would have to contact the store and his department is only for online support. The 100 or so we saved instead of buying it elsewhere we will now pay triple that to return it and get something that actually works. "
"Returned a gas weed trimmer for service. My original item was replaced with another used unit that was locked up and leaking fluids. I didn't get the original unit back that I had purchased. Several hours of phone tag and emails. Everyone I talked to said that the issue wasn't their department and they were sorry and had to transfer me to someone else over and over and over. Even the store hung up on me while a customer service representative was with me on a 3 way call. "
"Will never order from Sears.com again! I placed an order on May 19th for Skylanders Spyro starter pack for the Wii for my son who saved up his money to buy it. Since it was 1/2 the cost as other places and I could use my sears rewards I thought it was a great deal. All I got was a big headache! When almost a week had passed and I did not get a shipping confirmation email or a tracking number I did an online chat with sears. I was told it would take 5-7 business days to figure it out. Since that was unacceptable to me, I called the next day and was told they could not find it in their warehouse so it was being shipped from a store and they were just waiting for the courier to pick it up (an out and out lie!). 3 days later with no confirmation email or tracking number I called again. This time they contacted the store and was told it was ready for shipping (again another lie). Today I called and was told they would request a refund for a "missing item". I asked if it was really missing or just not shipped. He said it was no longer available. If I hadn't called I would still be waiting for it. Not only do I have to wait for refund approval but now I have to pay twice as much for the item. If they hadn't told me it was in stock and shipping, I could have bought it for $10 more instead of $30! now the store I would have got it from no longer has it!"
"We bought a range/stove from Sears and the control panel has fallen off twice in the last two years. We have been waiting now for 4-5 weeks for it to be serviced. Trying calling Sears and what a nightmare--get transferred from one person to another and back to the original person who transfers you to someone else. I will never purchase anything from Sears again."
"Sears.com/Sears MasterCard has charged me $356.01 on May 14, 2013 a mixer that I returned Feb 17, 2013 saying that they have no proof I returned the mixer, but they credited my return(355.91) in February. A credit looks like proof to me."
"04/03/2013 order made online for treadmill $1300 with shipping and tax04/17/2013 called to ask why it had not arrived on today which was delivery date. was told its an "estimated date" and will arrive shortly04/20/2013 email stating it had been shipped04/25/2013 called again asking where it was. explained I was trying to leave town and visit family but held up waiting on this item. was told that a company called Demar. phone call directed to Demar who then told me Sears was wrong and that they were NOT the company shipping my item.04/29/2013 called yet again with the same answers "it has been shipped" and "we apologize"05/03/2013 called to CANCEL my order. was told they had to contact the shipper to request it and then once approved by them I would be refunded in 5-6 days and an email of cancellation would be sent05/10/2013 called to see where my money was. they had never canceled it. had to go through the whole process again. the man said he placed a PRIORTY CANCELLATION on the treadmill and to be on the look out for a email.05/13/2013 yet another "it has been shipped email"...numerous MORE calls later I still do not have my money or a treadmill. I have never received a email that it has been cancelled but rather numerous emails that it has been shipped. The last phone call I made the gentleman tried to tell me the item was actually IN TRANSIET to my home...never showed up. It is almost June and my husband (currently deployed and had ordered this for my birthday)ordered this back on April 3rd!!! Happy Birthday to me....."
"I can't even put how bad sears.com is into words. First, the free shipping is a complete lie. I should have gotten it for three separate reasons (order over $x, then coupon code, then free shipping for signing up with them), but did not! Then, two days after ordering, my initial order was cancelled for no reason. Then it took me over an hour on the phone to reorder - I literally had to give them my address four separate times. Then my order was pushed back two days. Then they called me at 7AM to confirm my order. Then my order was pushed back 7 days. Then they confirmed an incorrect shipping address, and it took me over an hour on their online chat service to find out that I could not adjust it. Then my order was cancelled a second time three weeks after I initially placed it, because two of the three items were never in stock? I honestly don't think there's any way in which this experience could have been worse. Sears.com is the most poorly run company I have ever tried to give my business to. Never again."
"I took my power washer to this place and while I was waiting the guy ahead of me asked the clerk what troubleshooting tools they use. The guy at the counter said their technicians are using pre-Columbus tools - and for whatever reason said their troubleshooting tools pre-dates vintage Christopher Columbus sexton gear. If I wouldn't have traveled 30 miles to get there, I would have left right then. But I didn't. After 20 minutes of waiting I told them I just installed a NEW water pump on the power washer, and that the power washer ran fine but the water pump didn't work. I said I brought it in because I just needed someone fix the old valves so the pump would work. Fast forward 3 weeks. I got a message that the techncian found that the power washer ran fine but that I needed a new water pump and that it would cost more than $300.00 for the repair.....more than we paid for the entire power washer. I had to pay more than $40 diagnostic fee to get it back. I am 66 years old and have bought Craftsman stuff all my life(riding mower, gas trimmer, blower, washer, dryer, etc. After this experience, I will throw away my SEARS card and never walk through their doors again. On top of everything else, when I picked up the power washer, they lost my nozzels for the power washer. When I asked the clerk what happened to them, she offered no explanation. AMAZING way to NOT serve the customer."
"This order was placed on the 17th of April 2013 at about 12:00 pm. I then received an email on the same day giving me the following order confirmation number: 4171568675 and an expected arrival date of 04/24/13. I had not received any shipping confirmation from sears as of Friday the 19th of April 2013 at time 11:21am , so I called customer service just as a follow up. The customer service agent placed me on hold and called the store in North Miami Beach Fl. I was told that the package would be picked up that dat and I would receive a phone call when that happened. April the 22nd came and still no confirmation or phone call as promised. So at 10:05, I called back to customer service. The agent called back to the store (#7546) and was told that the order still had not shipped. I told the agent that I wanted to cancel the order. The agent talked me into trying another avenue and she would call me back. At 10:50 I received that call from her saying that the order would be shipped out overnight. Reluctantly I agreed. I did not receive the order the next day, but it came on the 24th of April 2013. As I started pulling everything out the box I noticed the mini screw driver broke in half. No problem because I have plenty. Then I noticed a piece of a round gray thing. It happened to be 1 of three pieces of the file. I continued to assemble the saw and when I put in the lubricating oil, it can out from another area of the saw. The following day, 25 April 2013 I called back to customer service to try and get another, but i was told it don't work that way. At this time I asked to talk to a supervisor. Mike P. I expressed my unhappiness of this whole transaction and he tried to lecture me on the meaning of things sold at Sears outlet stores. I then informed him that it was advertised as new and that there was a recondition price as well. If something is advertised as new it should be just that. I then asked to be emailed the return UPS label and he said he would. I then received an email asking about the damage to the box. I answered the questions and replied the email. On 26 April 2013 I received another email telling me that Sears has no record of this order. I have all written communications from the time the order was placed to now. I have pictures that was taken. On 27 April 2013, I called PayPal and submitted an official dispute with this order.I am just starting up my business and this product was needed for a contract I obtained and had a completion date of 26th of April 2013. I really should be concentrating on building my business not fighting with Sears over $103.01. Thanks to Sears, I had to spend over $199.99 at Lowes to complete this job and the money that I obligated for this purchase is and will be tied up for a while. I would have never expect a company with an reputation and popularity of Sears to act this way. "
"On January 12, 2013, I ordered a futon from Olejo.com, through Sears.com's web site - a New Energy Fuji Futon Queen Frame, SKU#NEW8414. After having it for approximately 60 days, the edge of the front frame broke. This company's web site, as well as Sears web site states that there is a 10 year warranty on this frame. This was part of the reason we paid so much for it (over $400), rather than buy a cheaper brand. My wife emailed their customer service, and was told in a very condescending, rude manner that they only warrantied items for 30 days. I replied and asked what good was a 10 year warranty, if it was really only for 30 days. The reply was extremely hostile, and we were accused of purposefully breaking the item. My wife also called Sears, and was assured by their customer service that someone named Daniel would call her with 8 hours, and get an address for shipment of a replacement part. Daniel never called. All we want is the piece that broke replaced, free of charge. After only 60 days of use, I do not think this is an outrageous request.After filing with the BBB (which is useless, by the way), an Olejo.com representative said to call Sears, and they would take care of it. My wife called, and was again assured that someone from Olejo would return her call withing 48 hours. After 4 more days, she called Sears again, and they admitted that they do not help customers with problems through their Third-Party Reseller program. So, basically, they feel it is okay to make money by partnering with unknown companies, but when it comes to guaranteeing that these merchants will treat their customers fairly, Sears bows out.I am very disappointed in Sears, and will never buy from them again. I will also be sure and tell everyone I know how bad their customer service is, and to steer clear.It is no wonder they are continually listed as a store that will not be around much longer."
"On March 12th order a riding lawnmower online paid online to be delievered April 15th to my address in Missouri. Paid 1347.00 on debit card. Spent 800.00 on tickets to fly to Missouri to mow the property once the mower arrived. The mower did not arrive, called sears, they couldnt find the address would have to attempt redelivery the following Monday. NO I explained I am only in Missouri through the week returning to Washington State on friday, only here to mow our property so need the mower before we leave. Sears could not do that, they only deliever to our address on Monday. That is not what online said I choose the day of the week. Regardless they would only deliver the following Monday April 22. Then I said to cancel the order and refund my money. They said that they would do that. The next day I called to confirm the order had been cancelled and my refund processed, spoke with Rubin. No he said the order was pending delivery on Monday April 22, I explained again that no one would be there we were only in Missouri to mower our property, flying back to Washington. We cancelled the order he said he would cancel the order, when can I get my money refunded so I can go elsewhere to purchase a riding mower to mow we must get it done, that is why we are in Missouri at this time. 7 to 10 business days he told us it would take for our money to be refunded. I explained I need the money to buy a mower now or we have wasted $800.00 in airfare to come to mow for nothing. Sorry Rubin said that is just how long the process takes. Now I have spent 2 hours on the phone over a riding mower I PAID FOR that I am not going to get. This morning April 22, 2013 we received calls from Sears regarding the delivery to the riding lawn mower we both told them repeatedly that the order had been cancelled on the 16th with Rubin, that we were no longer in Missouri. The order had not been cancelled, they passed me from person to person and Liz said she would cancel the order and request refund. It would that 7 to 10 business days. I said that is what Rubin said on the 16th of April. How do I know I will ever get my money refunded to me. She assured me it would be. We will see!!! I had to spend an additional $1000.00 to purchase a riding mower in the tiny town near our property to mow. Sears offers the worst customer service I have ever ever received. I will never step foot in a Sear store and will never order anything on line through Sears again BUYERS beware"
"4/2/2013 - Placed an order for Ping Pong Racket for In-Store pick.4/11/2013 - No Update on my order even after 20 days. Sent email requesting to cancel the order. No Response.4/15/2013 - Called Support and had to cancel the order. Looks like product was at Sears Store from April 8th but no communication from Sears for pickup. Cancelled the order4/22/2013 - No refund yet. Called Support to hear that System is down for update (Monday Morning 10:55 am) wanted me to call back in 1-2 hours. Really bad customer experience. This is not the first time I had bad experience with Sears online order."
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