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"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."
"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."
"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. "
"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!"
"My wife and I went to the store on a Sunday to find a portable dishwasher; we chose to "Shop Emporia First." A salesman quoted a price for the dishwasher and claimed that if we came back on the very next day, it would be an additional 15% off that day's price. Upon returning the next day, the price of the washing machine had gone up and the Assistant Manager at Sears refused to honor what her sales associate told my wife and I on Sunday. She also chose not to offer any other ways to help us with our purchase; all she could basically say was that she couldn't help us. This poor taste from Sears makes me feel as though they are not trustworthy with their prices nor do they honor their customers to meet some type of satisfaction. We and will continue to choose to shop other places than Sears. If this store valued the customers of Emporia, they would have tried much harder to at least compromise with us on this possible purchase."
"I had a very bad experience with a third party company that sells through the Sears website. Not only was the item defective, but the sellers were incredibly rude when I tried to return it and for days harassed me with nasty emails and phone calls even after I told them several times they could keep the money they had cheated me out of if only they would leave me alone.
I posted a review of the item on Sears to warn other customers about the scary behavior of this company, but Sears refused to post the review. I googled the company and found several negative reviews of them on other sites. Many victims tried to warn people about this company, but Sears hid their warnings from me. "
"Incompetent and non-responsive. I ordered 29 iPad covers on Dec 1. They charged my credit card immediately. I waited 18 days before emailing them because their website never changed from 'Processing'. They requested 5 days to 'investigate', so I waited 5 days but they never got back to me. I emailed again and they asked for another 5-8 business days to 'investigate'. Finally over a month later they told me my order had been shipped and they closed the order. I received only 9 covers.
So I was charged for 29 covers 40 days ago, finally received 9 of them, and they have not responded to my questions about the other 20. I will never do any online business with them again."
"I ordered a TV on December 24th. First interaction with Sears was ok. I got a phone call and they checked my identity, address, etc. Then after a few days, "the order shipped". Ok, so I go to the order page and there's a tracking number. I click on it, it goes to UPS.com with an obviously wrong tracking number. I call Sears, and they say the tracking number is FedEx. Ok, while on the phone I go to fedex.com and again, the tracking number is wrong. The person on the phone was very nice and says that somebody must have entered the number wrong. This is already a huge red flag, since these numbers should be populated automatically with no margin for error. So I file a complaint to get the real tracking number. She says that I'll get an answer through email after 24-48 hours. This answer never came. After 2 days, I call FedEx and there's a way to track orders by shipping address, and for my surprise, there's no order for my address. So I call Sears back, and now the person says that the delivery is made by a distributor, Power Merchandising Corporation, and they cannot do anything until after the expected day of delivery. Ok, I call this power merchandising corp and I get the mailbox of some person (by name) The red flags keep piling up. Today is the expected delivery date. No delivery yet. But I go back to the sears.com order page and it says my order was delivered. So I call Sears, and they basically don't know where my order is. I file another complaint to track my order. More and more red flags. Again, very unprofessional, saying delivered on the order page without actually checking. Another interesting bit is that on the order page it says "This item is eligible for Return" but on other days it says "This item is not eligible for Return" Looks like a random message. Really big red flags.
The cost of the TV was low, and they said free shipping, but they did stick in a $90 charge for "oversize delivery" in the last minute. Very sneaky.
"I placed an order on Sears.com for a pair of girl's roller skates. According to the email the item would be shipped on 12/21/11-12/23/11. On the 23rd of Dec. I noticed that I did not have my items. I contacted Sears.com only to be transferred to at least 4 different people who did not speak very good english to get hung up on when I demanded to speak to a manager. I then went to UPS.com to track my order only to be found it wasn't there. I called back again the next day to only be told that I would not receive the package until Dec. 28th and the shipper was Fedex not UPS; even though the confirmation eamil from Sears stated UPS as the shipper. When I asked the rep why Sears.com did not notify me the customer that the package was delayed and that the carrier had changed I was told that it was a third party vendor, there were over 50,000 packages delayed and I wasn't their only customer. I was also told that the shipper is determined by the third party vendor and Sears.com would not compensate me for my inconvenience because the item was ordered from a third party and I should read the small print. So needless to say it's now Dec. 23rd and I have no skates from Santa for my 7yr old daughter and I was livid! Once I received the item 3 days after Christmas I called Sears again to be told I need to contact the third party in regards to returning the item. I have left three messages with the third party and still no phone call back. I guess they will call me back when the return grace period has ended. I tried to send an email to Sears with no success...each time I clicked submit I would receive a message that my email could not be sent! I think this is all set up by Sears!! It's no point in calling Sears.com because I've already been told by a manager by the name of Lori that Sears.com cannot help me. Even though I placed the order on Sears.com, Sears.com took the money from my account, and the confirmation email was from Sears.com! The first line of the confirmation email reads "thank you for placing your order with Sears.com" but when I call Sears they say it was a third party and they're not repsonsible!! WTF!! That is bull!! They should NOT be allowed to operate that way!! If they allow a third, fourth, or fith party to advertise on your site and they send the confirmation email than they should hold some repsonsiblity. I will NEVER shop online at sears.com again and I am telling EVERYONE I know not to shop there either. Don't waste your time; all they want is your money and they care NOTHING about the customer. The customer service is terrible and you feel that you are on a constant merry go round. Sears wasted no time in taking my money from my account but now they do not want to help me when I call. Maybe that's why their going out of business! I wish there was a negative star rating because I would give it to Sears.com, they don't even deserve a 1 star."
"I had received a pair of boots as a gift however the size was too big so I went in store to exchange it. After waiting in line for over 10 minutes I was told I needed to go to the catalog department since the boots were ordered online (Which in itself was impossible to find). The sales lady was completely incompetent and could not understand that I wanted to order a smaller size. In the end she returned the boots and re-ordered them, they were supposed to come on the 19th....a week and a half later and they are STILL telling me to just wait for a call to say that they are in. I have also noticed that the price of the boots has increased online causing a price difference from what the credited to my account. I will update if the incompetent sales people try to get me to pay more for a GIFT that I should have. I am boycotting Sears and am telling everyone I know to do the same. Worst customer service I have ever received."
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posted Jan-14-2012 
![Share](javascript:share_rating({"review_body":"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.<br>I go to leave my house and trip right over my package, It is already here. Delivery time Was Great.<br><br> 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.<br><br>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.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1156695#comment1156695","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"warpedapple","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Don\u0027t EVER ORDER FROM SEARS. Ordered an item. Had no idea it would be coming from a 3rd party merchant. That merchant, Denny and Kathy\u0027s 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\u0027t spend your money here unless you want headaches and unfulfilled purchases. ","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1156157#comment1156157","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"DontShopAtSears","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"My story is like all the other nightmares I\u0027ve 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 \u0022no they couldn\u0027t see that kind of information for third party vendors\u0022 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\u0027t have it. I spent the evening at the store being fed different stories, because frankly they can\u0027t 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\u0027t they\u0027re 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\u0027t 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\u0027m pretty sure it wasn\u0027t legal ... Today I check the status of my order and it says it was picked up by me yesterday at the store!!!! I\u0027m sooo pissed! I have no bike, my card was charged over 2 weeks ago, I\u0027ve wasted hours with these thieves, and now they say the order is complete. AAAAHHHH!","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1144641#comment1144641","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"IhateSearsNow","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"My wife and I went to the store on a Sunday to find a portable dishwasher; we chose to \u0022Shop Emporia First.\u0022 A salesman quoted a price for the dishwasher and claimed that if we came back on the very next day, it would be an additional 15% off that day\u0027s price. Upon returning the next day, the price of the washing machine had gone up and the Assistant Manager at Sears refused to honor what her sales associate told my wife and I on Sunday. She also chose not to offer any other ways to help us with our purchase; all she could basically say was that she couldn\u0027t help us. This poor taste from Sears makes me feel as though they are not trustworthy with their prices nor do they honor their customers to meet some type of satisfaction. We and will continue to choose to shop other places than Sears. If this store valued the customers of Emporia, they would have tried much harder to at least compromise with us on this possible purchase.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1139811#comment1139811","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"emporiaShopper","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I had a very bad experience with a third party company that sells through the Sears website. Not only was the item defective, but the sellers were incredibly rude when I tried to return it and for days harassed me with nasty emails and phone calls even after I told them several times they could keep the money they had cheated me out of if only they would leave me alone.<br><br>I posted a review of the item on Sears to warn other customers about the scary behavior of this company, but Sears refused to post the review. I googled the company and found several negative reviews of them on other sites. Many victims tried to warn people about this company, but Sears hid their warnings from me. ","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1139659#comment1139659","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"PhantomOpera","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Incompetent and non-responsive. I ordered 29 iPad covers on Dec 1. They charged my credit card immediately. I waited 18 days before emailing them because their website never changed from \u0027Processing\u0027. They requested 5 days to \u0027investigate\u0027, so I waited 5 days but they never got back to me. I emailed again and they asked for another 5-8 business days to \u0027investigate\u0027. Finally over a month later they told me my order had been shipped and they closed the order. I received only 9 covers.<br><br>So I was charged for 29 covers 40 days ago, finally received 9 of them, and they have not responded to my questions about the other 20. I will never do any online business with them again.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1129923#comment1129923","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"hackert","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I ordered a TV on December 24th. First interaction with Sears was ok. I got a phone call and they checked my identity, address, etc. Then after a few days, \u0022the order shipped\u0022. Ok, so I go to the order page and there\u0027s a tracking number. I click on it, it goes to UPS.com with an obviously wrong tracking number. I call Sears, and they say the tracking number is FedEx. Ok, while on the phone I go to fedex.com and again, the tracking number is wrong. The person on the phone was very nice and says that somebody must have entered the number wrong. This is already a huge red flag, since these numbers should be populated automatically with no margin for error. So I file a complaint to get the real tracking number. She says that I\u0027ll get an answer through email after 24-48 hours. This answer never came. After 2 days, I call FedEx and there\u0027s a way to track orders by shipping address, and for my surprise, there\u0027s no order for my address. So I call Sears back, and now the person says that the delivery is made by a distributor, Power Merchandising Corporation, and they cannot do anything until after the expected day of delivery. Ok, I call this power merchandising corp and I get the mailbox of some person (by name) The red flags keep piling up. Today is the expected delivery date. No delivery yet. But I go back to the sears.com order page and it says my order was delivered. So I call Sears, and they basically don\u0027t know where my order is. I file another complaint to track my order. More and more red flags. Again, very unprofessional, saying delivered on the order page without actually checking. Another interesting bit is that on the order page it says \u0022This item is eligible for Return\u0022 but on other days it says \u0022This item is not eligible for Return\u0022 Looks like a random message. Really big red flags.<br><br>The cost of the TV was low, and they said free shipping, but they did stick in a $90 charge for \u0022oversize delivery\u0022 in the last minute. Very sneaky.<br><br>Sears.com -- I\u0027ll never buy from you again.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1122743#comment1122743","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"asd2356","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I placed an order on Sears.com for a pair of girl\u0027s roller skates. According to the email the item would be shipped on 12\/21\/11-12\/23\/11. On the 23rd of Dec. I noticed that I did not have my items. I contacted Sears.com only to be transferred to at least 4 different people who did not speak very good english to get hung up on when I demanded to speak to a manager. I then went to UPS.com to track my order only to be found it wasn\u0027t there. I called back again the next day to only be told that I would not receive the package until Dec. 28th and the shipper was Fedex not UPS; even though the confirmation eamil from Sears stated UPS as the shipper. When I asked the rep why Sears.com did not notify me the customer that the package was delayed and that the carrier had changed I was told that it was a third party vendor, there were over 50,000 packages delayed and I wasn\u0027t their only customer. I was also told that the shipper is determined by the third party vendor and Sears.com would not compensate me for my inconvenience because the item was ordered from a third party and I should read the small print. So needless to say it\u0027s now Dec. 23rd and I have no skates from Santa for my 7yr old daughter and I was livid! Once I received the item 3 days after Christmas I called Sears again to be told I need to contact the third party in regards to returning the item. I have left three messages with the third party and still no phone call back. I guess they will call me back when the return grace period has ended. I tried to send an email to Sears with no success...each time I clicked submit I would receive a message that my email could not be sent! I think this is all set up by Sears!! It\u0027s no point in calling Sears.com because I\u0027ve already been told by a manager by the name of Lori that Sears.com cannot help me. Even though I placed the order on Sears.com, Sears.com took the money from my account, and the confirmation email was from Sears.com! The first line of the confirmation email reads \u0022thank you for placing your order with Sears.com\u0022 but when I call Sears they say it was a third party and they\u0027re not repsonsible!! WTF!! That is bull!! They should NOT be allowed to operate that way!! If they allow a third, fourth, or fith party to advertise on your site and they send the confirmation email than they should hold some repsonsiblity. I will NEVER shop online at sears.com again and I am telling EVERYONE I know not to shop there either. Don\u0027t waste your time; all they want is your money and they care NOTHING about the customer. The customer service is terrible and you feel that you are on a constant merry go round. Sears wasted no time in taking my money from my account but now they do not want to help me when I call. Maybe that\u0027s why their going out of business! I wish there was a negative star rating because I would give it to Sears.com, they don\u0027t even deserve a 1 star.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1097541#comment1097541","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"Trinity27330","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I had received a pair of boots as a gift however the size was too big so I went in store to exchange it. After waiting in line for over 10 minutes I was told I needed to go to the catalog department since the boots were ordered online (Which in itself was impossible to find). The sales lady was completely incompetent and could not understand that I wanted to order a smaller size. In the end she returned the boots and re-ordered them, they were supposed to come on the 19th....a week and a half later and they are STILL telling me to just wait for a call to say that they are in. I have also noticed that the price of the boots has increased online causing a price difference from what the credited to my account. I will update if the incompetent sales people try to get me to pay more for a GIFT that I should have. I am boycotting Sears and am telling everyone I know to do the same. Worst customer service I have ever received.","link":"http:\/\/www.resellerratings.com\/store\/Sears\/comment\/1081981#comment1081981","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Sears.jpg","store_name":"Sears.com","username":"BHatesSears","rating":"1"}, "single");){kind=link}
"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."