Sears

Called Sears for help on a Fridge I purchased a few years ago. I called *******663. 1st agent I couldn't understand at all and she hung up on me. Called back and I could barely understand 2nd agent but she wasn't helpful at all. I Asked for Supervisor 6 times before I was sent to one. Supervisor Renea from Philippines answered but was no help. I asked for Reneas Boss, he said Kian, his supervisor was in a meeting all day.
None I talked to said they had ID employee numbers and No complaint department or process. No complaint phone number, unusual email only *******@customerservice.sears.com
It's impossible to speak to anyone in the US when calling Sears. Sears facebook page was no help either. Spent an hour on phone with no help.
After looking online for Sears complaints, I see why. Sears is not the company they use to be. They no longer care about customer service. This will be my last purchase I will ever make from Sears. There are many other companies that sell the same things they offer. Do yourself a favor and pick anyone else to purchase your products from and forget Sears.

See more complaints here:
https://www.complaintsdepartment.com/sears/
https://www.yelp.com/biz/sears-customer-service-hoffman-estates
https://www.consumeraffairs.com/retail/sears_cust.html

We were having dishwasher issues, so I scheduled an appointment for a technician to come and take a look. I was given a window from 1-5pm. I took the day off of work to be at home. I was told I would be given a call when the tech was close. At 5pm, I logged on the site and saw that the window had changed to 6:30pm - 8:30pm. Frustrated that I hadn't received a call. More frustrated because I could have worked all day. At 8pm, I checked the site and saw that the status was "the technician has arrived". Great, except he/she hadn't arrived. I opened a chat and asked what was up. I was told that the technician marked us as "not at home" at 6:35pm. Ridiculous since at that time my husband and I were both at home waiting for them. I gave them the benefit of the doubt and rescheduled. I was given the same window - 1-5pm. I made sure to be at home and I constantly checked the site so as not to miss the arrival. I put a note on my door to ring the bell and call my number if they had any trouble. At 4:30pm, I opened a chat and asked what was up. They said that the tech was running late but that I was his next appointment and that he would be calling me soon. At 5:15pm, I chatted that I hadn't heard anything yet. I was given a timeframe of 5:25-5:40. At 5:45 I chatted that I hadn't heard anything. I was told that the technician had again marked "not at home". We were literally here, watching our front door. No one ever came.
So the bottom line is that I took 2 days off of work to sit at my house and watch my front door. I was told repeatedly that someone would call me, and no one ever did. Terrible experience, unprofessional, unexcusable... a complete fail. Will not use Sears again. Will be taking this review everywhere I can to make sure it's seen.

I ordered a carry on luggage and received the totally wrong piece of luggage. I called customer service and all they did was read from the script in front of them. Every time I tried to ask a question they could not understand what I was asking and responded from their "script." Apparently they cant ship you your correct order until you return the wrong one, which is a HUGE inconvenience, when I planned the delivery of my luggage in accordance to my vacation. My main question/wonder is how in the world is Sears still open? I wont be surprised if they are the next big department store to close their doors. I will never buy anything from Sears again!

I HATE SEARS FOREVER!

READ ALL THE REVIEWS I WISH I HAD!

I am currently am on hold with customer service for now and 2 and half now waiting to speak to some. I order a Whirlpool electric laundry center. I called Friday, July 26 2019 and spoke with an online rep via chat then thru phone to place this order. I told her " I Iive on the fourth floor, with no elevator and my current dryer was hanging up on the wall. " She stated me "No problem and they can haul away." Great I am thinking. "Do I need install?" She replied with "No, basic hook up is perfect." I'll receive a conformation email... Never happened...
Then today Monday, July 29,2019 is my delivery day. I took off of work and waited at 5:45 p.m. I received a call from the delivery men they informed me that they don't deliver to fourth floor without and evelavtor. So I called customer service and asked to speak to a manager. Never got one got passed around and a lot of well, umm and nothing... They bearly speak english and seem not to understand the issues... So I hopped on the chat and spoke to several different people before I got them to agree to cancel the order. I requested an email of the cancellation they sent me a copy of the conversation. I am so beyond frustrated... NEVER AGIAN WITH SEARS!

I purchased $2000 refrigerator and purchased a warranty for $500 plus dollars. I have only had my refrigerator for 6 months and now it is not working! So I call Sears warranty phone number and they said it's going to be 2 weeks before someone can come out to look /repair it!
What I'm I supposed to do for two weeks without an refrigerator?
I have been calling Sears non stop and no one can help me. They hang up the phone on me not once but three times!
DO NOT BUY ANYTHING from Sears!

Our freezer wasn't working well, needed a $750 repair. Went to look for a new refrigerator instead and several local stores had 10 day to 3 week wait times for delivery. Found Sears.com had the unit we wanted and a "1-2 day delivery" time. Price was $100 higher than I would have paid at another store, but it was worth it to get quick delivery. I was able to buy the unit and schedule delivery for 2 days from purchase no problem. My email receipt confirmed delivery date and said I should expect a call the night before delivery with a timeframe. That call never came, so I looked at my purchase history on the Sears website and my delivery time had changed to 5 weeks from the current date. I called customer service and waited just over an hour to talk to someone named "Rachael" somewhere in Southeast Asia. She followed her script well and suggested I pick a different refrigerator that "might" come sooner than 5 weeks out. I told her what I thought of that and she then offered me a 10% discount or a refund. I asked for a refund and store credit for wasting my time and she could only offer me a refund in "7-10 days." Terrible experience, terrible business, will never buy anything from Sears.
In summary:
-The delivery I was promised was pushed back over 1 month without even the courtesy to notify me
-Prices are better at competitors
-Customer service is from Asia and STILL had an hour of hold time to get a human
-Offensively inadequate offer to "make it right"

Quite possibly the worst internet shopping on the internet! First, the confirmation emails have links that don't work. Next, the website won't recognize your order number. After many contact-us messages I finally got a tracking number. Only took 2 weeks to get my order, and it was the wrong item! Go to the website and try to initiate a return and the website keeps redirecting you back to your order status (maybe that's how to find your order status!). Then you end up calling, the electronic voice tells me it's a third party vendor and I have to go thru them, then it gives you a bad number (just won't work). Tried to talk to a person and was put on hold for over an hour, just to be hung up on. Did the on-line chat, got the same bad number and a promise I would hear from them within 72 hours. Then what, wait another 2 weeks? I WANT MY MONEY BACK! THEY STOLE MY MONEY!

We ordered a washer and dryer on 7/5 and we received an email saying they would deliver the items on 7/8 between 2pm & 4pm. They left a message around 1pm on 7/8 to say they could not deliver the items today and that we needed to call to reschedule. So my wife called and sat on hold for 1/2 hour and then had to hang up to go back to work. I called and was on hold for one hour when they hung up on me. I got on a live chat which the person started to help me and realized that the delivery team needed to be a part of the chat. I waited for 10 minutes with no response. This is the worse experience I have ever had and again I'm sitting on hold trying to reschedule for over ten minutes so far.

Fridge broke on 23 May, repairman came a week later to see what the issue was, he then ordered the parts needed to fix the fridge but told me he would not be available until Jun 11. On Jun 11, I took the day off to wait for the repairman to arrive, he never showed up didn't call or email saying he overbooked himself instead he rescheduled me for Jun 21. He arrives on Jun 21 to say he ordered the wrong compressor model by now its 31 days without a working fridge. The new date the repairman would be coming back to fix the fridge was Jul 2. So I'm very disgruntled, angry, pissed off at the customer service Sears and their third party repair service (A & E Factory services) has provided me. This is beyond unacceptable professionalism for a conglomerate company. Never again will I purchase appliances with a warranty from Sears due to the poor management of emergency tickets and poor customer service. In addition you can only claim $300 worth of food that has gone bad due to a broken fridge and the protection plan does not assist with helping you replace a fridge due to the incompetence of the company that assigns the repairman to go out to service your appliance. I hope no one else has to go through what I went through to finally get a working fridge.

I went to Sears.com to buy a set of tools and a few other things. I should've known not to order from them, I just had a bad feeling. The toolset I ordered apparently came from some dumb company from who knows where called "bestselling". I waited THREE weeks and nothing ever came, I called Sears and they had no clue why I was calling them because on their website, my delivery had gone to somewhere in ILLINOIS!, according to them, it was left on my porch but I live in California! The lady I spoke to barely spoke any English and was twisting everything I said around like she didn't hear me. I was livid! Then I start getting theses emails from Bestselling saying the merchandise was out of stock but never even bothered to tell me! I'm guessing the person who was writing them couldn't speak English either because the writing was awful! I will never deal with Sears again! This was terrible service.

I am still dealing with the lawn furniture that arrived broken and defective for the set I ordered on May 21st for $967.88 One of the metal lawn chairs actually came broken in multiple places and one came with bent legs and uneven.
The manufacturer (Ningbo Sunmate) and Sears blamed it on each other and I am stuck with the product I cannot use.
Sears customer service said I need to deal with the manufacturer and Ningbo Sunmate said Sears is responsible for breaking the chair during delivery. In addition they asked me to fix the defective chair! HUH!
I wrote an email to Sears corporate international customer service center and they said they cannot find my order and asked me to contact the same customer service I've been having issues with (the order number was written on the subject line BTW).
The quality of the product and service is totally unacceptable by any standards. How is this legal? I will also be contacting the Better Business Bureau and other review sites.
Sears! Please get your act together. What happened to the old Sears we used to know?

Bought a lawn mower with a service warranty. Warranty does nothing because the service techs still can't fix it after 6 attempts. After receiving notices to mow my yard at a cost of $175, Sears will only give me $50. This issues has been going on for 6 weeks and still no resolution. Not a loaner, refund, new mower, just countless hours on the phone. I WOULD STAY AWAY FROM THIS STORE AND SERVICE AGREEMENTS = OUT OF BUSINESS FOR A REASON!

Sears used to be the best. Not so much any more.

Over the past 6 months I have had cause to contact them twice. Both times have been horrible disappointments.

The first was when my upright freezer stopped working. I called around and was informed by Sears online, that the local store had a similar capacity unit at a price I could afford and was assured that they would deliver it. So Off I went. When I got there, they only had ONE freezer that I could buy and take home right then and it was much smaller, has no light and is not frost free. Everything else on the floor was "Order and pay for it and then wait for delivery to the store before you can pick it up." and "No. We don't deliver. Sorry." But, I was over a barrel because all my food was thawing and NO ONE in town had a freezer I could buy right then at a price I could afford. The ONLY other one was nearly $2,000!

The next problem was my my LG all-in-one washer-dryer. 5 years ago when it died, I went through - or rather my warrantee company went through - half a dozen idiots until I called Sears on my own and they got it fixed.

So, when it malfunctioned again, who did I call? Sears! The 'call fee' was $89 to 'diagnose' the problem. Ok, not horrid but a little higher than I'm used to. The tech that arrived was incredibly rude. Nothing overt, but looking down his nose at me, talking down to me and talking over me, that sort of thing. I tried to explain what I knew was happening - the clothes were coming out wet but ONLY when I used the dry cycle so the pump was working fine - so he didn't have to re-invent the wheel and his response was "I'll decide what the problem is after I examine the machine." He then turned his back on me indicating that I had been 'dismissed from his presence'. So I left.

A while later, he came up to my office and announced that the problem was that I hadn't cleaned out the intake hoses?! That's not in the maintenance manual. Why would I need to clean out hoses running clean water? The filter, the drain hoses - those have to be cleaned, but intake? Well, whatever. I paid him and told him I'd call back if my problem wasn't fixed.

When I went downstairs a bit later, I found that he had moved my drying rack off the top of the machine and had not returned it to its location.

Moreover, he'd moved the machine out into the room so he could access the back of it and didn't move it back! What sort of person does that sort of thing to an elderly woman with a leg injury who, obviously, can't be expected to move the machine back into place.

Worse, my clothes were still coming out wet - not damp which is how they would come out of the wash cycle after the spin and before the dry cycle - and not misty which is how they are supposed to come out of the dry cycle in this type of machine - but WET! Which is WHY I had called in the first place. So, the problem WASN'T fixed despite his ever so smug assurances to the contrary.

So, I called Sears back, and, after trudging through their 'call center' for nearly 30 minutes where the employees do NOT speak English well enough to readily understand or be understood, I was able to get a call-back from a manager (several hours later) in Customer Care where I filed a complaint against the tech. They apologized, promised me a new 'master technician' would be assigned, and I wouldn't be charged a second fee for the re-diagnosis.

They sent a new tech out who, I am sorry to say, was completely out of his depth. He didn't even recognize the machine for what it was! He said "Is this it? It looks like a washer." I explained that it was an LG All in One. "Really? I've never seen one before.
This is interesting." THIS is their 'MASTER TECH' - someone who hasn't even seen an all-in-one let alone worked on one?

So he took a photo of the plate with the model and serial numbers and started searching for information on it. After about 30 minutes, he came upstairs and informed me that the model and serial numbers are "... only coming up with washer parts." and that he was going to have to "go back and do some research" without any attempt at scheduling a followup appointment. Just a promise to call me.

AND, he tried to charge me another diagnostic fee. I told him I'd already paid it and this was a re-visit because the first guy didn't do the job right. So he verified and I wasn't charged, but he should have had that information at the outset.

So, now I'm waiting to see what happens. I'll keep you posted.

I have had problems since day one with the display on my microwave. Three technicians have witnessed and agreed there is an issue. Unfortunately the technician who the "in person" technicians has to call and get direction & advise from refuses to accept the option of THREE on-site technicians.
If you can believe it, I have had SEVEN appointments totaling 28 hours (4hr blocks) and three parts replaced; valued higher than the purchase price of the microwave and SEARS still refuses to replace the microwave which is UNDER WARRANTY.
This past week I was scheduled for my EIGHTH appointment and unbelievably, the technician neither called or showed for the appointment. Here it is three days later and STILL no one has called to explain or apologize.
The only saving grace, is I didn't purchase an extended warranty or it would be a longer miserable relationship.
THE LAST DOLLAR SEARS GOT FROM ME WILL BE THE LAST DOLLAR SEARS EVER GETS FROM ME.

I purchased a washer from Sears in Grandville, MI on 4/13/19. On 4/20/19, after paying extra for a Saturday delivery, two men came to my home 4/20/19 to deliver the washer. As they were leaving, I asked, "Did you level it?" because I could touch it and it wobbled. I do live in a older home and realize that the basement floor isn't level. He unscrewed the legs and said "All set.", set the washer to go thru a cycle and left. During the spin cycle, it made a horrible squealing noise. I called and reported this and the fact that they broke the cold waler shut-off valve. He apparently pocketed the handle and didn't say anything. Even though I told Bob I didn't want the same 2 people, a week later 4/27/19 came out to "level" my washer. They came in... without a level... put the washer on drain/spin, made some excuse about why he didn't tell me he broke the handle, and left because "they were only allowed 12 minutes for a level job" and they couldn't be bothered to wait to see if the washer spun properly. I called my salesman on Friday, 4/26/19 and she said she talked to Rick, store mgr and he would call me. I'm still waiting for a call back from the store (on 4/29/19). I was so happy with my Kenmoor washer for 20+ years and thought that I would stay with Sears BUT I'M SORRY I DID. They've been horrible to work with and lack a good work ethic or sense of responsibility.