Posted by Birdee14
We lost our food in a frig that crashed.
How do we go about getting a refund for the food?
Sears customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from Sears.
11
Nov
10
Nov
Posted by Anonymous
I've been without a refrigerator since Sept. 2016. I purchased a Kenmore side by side January of this year (2016) it went out out in September. The service man has came out and replaced major parts on 3 different occasions. Refrigerator still not working. Here's my problem - I called for repair man, its at least a week before he came, once he determines problem and order part, wait another week for part and he returns week after apart arrives. This happened on 3 different occasions. OK, I'm 8 weeks in, now after I talked with customer service and "they" say I'm approved for replacement (Kenmore lest than 1 year old), I go to Sears store to pick out replacement (per customer service), then I'm told that because I ordered it online, it has to be replaced ONLINE! Now I call back and ONLINE has to approve this. Approximately 2 days they say, well today is day 7, still no approval, still no refrigerator, and mad as Im sure once it is approve, I'll still have to wait 2 more weeks for delivery. Maybe by Christmas
07
Nov
Posted by Anonymous
Once a loyal Sears customer, I am disgusted by their lack of customer service! Our LG refrigerator stopped working after only 5 years. Repair guy came out two weeks later to fix it (after hundreds of dollars of food loss), and did not properly reconnect or test the water line to the ice maker. Flooded basement! Called them immediately, and they said they would send a tech out 5 days later! 90 degrees outside...mold in our walls and floors. Repair guy insists it isn't his job to check the water line! Now it's been 3 months, while we have been waiting for them to take responsibility and get our house back to the way it was. My whole family is having respiratory issues, and I got pneumonia (never have had it before). Sears "mitigation company" Sedgwick called is after 5 pm Friday and said that it's not their fault. NOT THEIR FAULT???? We had no water leak issues before the tech came out here. Of course it's his fault! They are completely refusing to take responsibility! This is insane. We cannot even use our basement because of the mess and the mold. Sears should be ashamed of themselves!
03
Nov
Posted by Marc
What a horrible experience. I ordered a microwave from Sears.com and was told through an automated system that I would get a call in 24hours to set up delivery. That never happend. Then, they randomly picked a day to deliver when Im not home so I called again to schedule and they gave me the next day between 7a and 9p, rediculous. Of course they never showed so I called again only to get a day two days later. I tried to get a delivery time so I askk for a number to the delivery company and they gave me a number for some cruise ship survey. JUST AWFUL SERVICE. Unfortunately, I had to use them. Never agai
31
Oct
Posted by Anonymous
I have called u people several times about my order. Order number, a woodlayth chisle set, they sent me a $199 wood carving set. i am feed up with you telling me you will get back with me and never do. I don't know what you people are smoking. i will never buy anything else from you ,and will see to it the best i can that other people won't either, if i do not get a quick responce from you this time. Sincerely yours Johnnie a Coke Jr
28
Oct
Posted by nasc628@aol
Sears service has as gone down hill. It is now going on Two months and still waiting for my refrigerator to be fixed. This refrigerator is only a little more then a year old. It's an Elite refrigerator. Thank God I have the extra warranty. Know wonder this company is going to the dogs. Last time I deal with Sears
22
Oct
Posted by Anonymous
I'm very disappointed with sears. I have been trying to get my NEW riding mower fixed. I will not deal with sears anymore. no one wants to help and it's under warranty. A service man came out and ordered a transmission and said would take 3-5 days. When it came in, the box was sealed shut and when I opened it there was absolutely nothing inside. Stayed on phone for 2 hours and no one could help. They said it was my responsibility to talk to UPS. The only way I could get anyone to do anything was to reschedule so they could come out and tell me they are reordering one. This has been going on 6 weeks and I have no way of mowing my yard.
11
Oct
Posted by Leila
I have ordered a sumsung washer and dryer from you guys, I have to tell how horrible my experience is with your customers service and home delivery is. It seems like there is a big miscommunication b/n your customers service and home delivery. I originally ordered the washer and dryer on 09/14/16 and my delivery date was for October 4th so they came with un electric dryer when I bought a gas dryer so I called customer service and they said they would fix my order and deliver it on 10/06/16 but when I didn't get a 3hr window call I called and they told me they ordered if for a store pick up which I didn't ask for so that delayed my order to 10/08/16 they got everything and I was told that they could not hook up my washer and dryer b/c the tray for the washer was too small. So I went to home Depot and ask for a bigger tray I found out that it's all the same size. So I called customer service again I was really upset and they said they would send someone on 10/11/16 when I didn't get my 3hr window call I called sears home delivery and customer service I was told that there was nothing on their schedule for me at all so when I ask the representative for how soon can they send some one she said the earliest would be next week. So I ask I would like to cancel my order she said no problem they would send someone for a pick up tomorrow. My question is if they find someone to pick up the washer and dryer I thought it was the same pepole that hook up the apliance. I was surprised by how they handle my order altogether. Please tell me how a store that i use to love would have such a mess?
07
Oct
Posted by Mauricio Orozco
October 7, 1916
Sears Home Services
This is a complaint
The washing machine is a brand new one. It was replaced by Sears less than a month ago.
After the installation, while washing, there was a very notable water leak coming from the bottom of the machine. The leak was reported to the insurance and a technician from Sears came and supposedly, it was repaired. However, during subsequent uses, the washing machine still leaking and again, it was reported to the Insurance. The water leak is very visible and runs the length of the garage.
The appointment was for October, Wednesday 5th from 8 am-12 pm. At 11 am, I called to confirm the time and I was told that it postponed to 1 pm. At 1 pm I called again and I was told that it was postpone to 2 pm. Sears hasn�t the decency to call their costumers to advise of the delays.
The technician turned on the washing machine for less than 1 minute and turned it off to see if it was overflowing. There was no overflow even though I told and showed him that the wall and the space between the wall and the machine was dry. The only wet area is underneath the machine. There is no other water usage item near it. So, by process of elimination, is absolutely obvious that the water is coming from the bottom of the washing machine.
The technician again turned on the washing machine for less than 1 minute and then to lift the machine from one side (about 3 inches) and with a very small flashlight looked at the bottom of the machine. He failed to see from where the water is coming from. Then he opened the top and again he failed to see the leak.
Since the bottom was already wet, I suggested to move the machine to a dry place, about 3 feet and test it again. Then he said that he already tested and did not see any leaks and gave me a ticket and left. The total time of the visit was less than 5 minutes and half of that time he was in the phone. The ticket says that the ââ?¬Å?Service requestedââ?¬Â? is NOT TURNING OFF, which is not correct. This is dishonesty. In addition, the total charges are $117.99 for 5 minutes of this time and showing no results. Again, this is dishonesty. In summary, this technician gives a bad reputation to the fragile Sears reputation as a good store. He doesnââ?¬â?¢t deserve to represent Sear as a Sears technician.
So, this is the second time that technicians from Sears came to repair a leak in a brand new Sears washing machine. This doesn�t look good from the quality of the machine and from the technical level of the technician point of view.
It is a shame that once, Sears was the gem of the stores and now by the technician behavior, Sears is now in the bottom.
Mauricio Orozco
05
Oct
Posted by Andyd
Very disappointed that I bought my Sears weed whacker. I tried to buy a replacement refill spool. All I was able to buy was just the pool without the line. I was told a the store was all they have is spools with line on them is the electric weed whackers.
I feel like returning my Craftsman weed whacker and going to Home depot and purchasing from them. Model I may have to think twice before buying from Sears again. Been with company many Years.....
04
Oct
Posted by dcvalchar
We are having a difficult time with the delivery service. First the installer scheduled to bring our appliance on Friday was late and could not tell me the time he would arrive. I called customer service for Sears and the girl tried to call hum. He did not answer. She put me on hold and then hung up on me. I called customer service again and the second girl tried to call the installer, again to no avail. I told this rep to cancel the delivery as I would not be home. She cancelled our time and rescheduled it for Monday. She told me that someone would call me within 24 hours to discuss our delivery. We never heard from anyone. My husband called American Home service and the Sears Delivery Service on Monday Morning and was told told that our delivery was not confirmed. They put us down for Wednesday. We got a call today (Tuesday) saying it will tomorrow be between 9-1 and that we need to call to confirm. All members of my family get home after 6:00 so when we called American Home Service there was not a way to talk to a rep or leave a message. My husband called the 800 number again for Delivery Service at Sears. The rep told him our delivery time is between 10-2. After all the hassle I went through last week (this is just the tip of the iceberg) I can't believe there is a time discrepancy. If it does not work out tomorrow we will cancel delivery and have the purchase cancelled.
28
Sep
Posted by Anonymous
In 2014 I presented a check to Sears Auto that was returned unpaid. I paid the check. I was rejected for opening a bank account recently. I was told by Telecheck that I had a unpaid check. I would like to know if you all would kindly take that out of Telecheck. So I can open an account. I have tried so many #'sis to Sears. Hopefully this email will reach the right person to remove this from Telecheck.
Vanessa Jackson
Thanks
28
Sep
Posted by UNACCEPTABLE
I've scheduled a repair appointment for my dryer. They gave me a window from 8-5 pm. VERY BROAD WINDOW! They are now telling me they will be here between 4:30-6:30. UNACCEPTABLE! I missed a whole day from work and now they're going to be here at the flipping and of the day? At dinner time no less?
SEARS.....Your service has gone WAY down hill in my opinion. VERY SAD
21
Sep
Posted by fuming
I called the 1-800 number today to schedule a service visit. I have a special set of circumstances involving an ill family member. I explained my dilemma and that a 8am to 5 pm window was not acceptable. I needed to narrow the window. No help--rote answer, can't do that. spoke with a 'supervisor' to no avail. they offered no suggestions, and had no one else I could speak to. The 'supervisor' Jaden, said well I guess we are done then. By the way, those 1-800 calls go to the Phillipines!
They should answer the phone with Sears Lack of Service Dept.
20
Sep
Posted by Frustrated
Hello,
This has been the worst experience ever with Sears. I have been a customer since 1987 and never have I had the level of incompetency as I have recently experienced. I will try to break out the time frame'¦Around August 12 I placed an order in store at Clarksville, TN to be delivered to Greenville, NC. It was a two week delivery which put it at August 26th. When the delivery arrived it was the correct size but the deliver guys said the set was too small that the bed was a queen instead of a full, what was really going on was that the slats needed to be placed on the bed, anyway they took the set away but had my son sign a manifest saying it was delivered. He is 19 so when an adult asks him to sign something he did blindly. After it was determined that the delivery was correct they had returned to the warehouse for the day and would not re-deliver. Also, they wouldn't re-deliver another day'¦I finally was assigned a case manager (Yvette) who ended up cancelling the order completely and re-ordering from scratch.
So, the new order was to be delivered on September 2nd and they delivered a mattress only size King'¦where in the heck did that come from'¦this may have been when Yvette cancelled the entire thing and re-ordered from scratch (it has been going on for so long now'¦). So now the next deliver was scheduled for September 10th and after three hours of waiting they finally delivered, the box springs only (but at least it's the right size now). So we are on the phone again and finally got ahold of a nice man who finally found out that it wasn't delivered from the vendor. We would have another one on the next shipment which they said could be delivered no earlier than September 16th. The problem was that my son wasn't going to be in town that weekend so it was arranged to be delivered Monday September 19th.
Again, no delivery, again many phone calls. Finally found someone (thankfully spoke English and was in the United States (you may need to reconsider your outsourcing to other countries)). They found that on the 12th the order was cancelled at the warehouse. I know this happened once before but can't remember which time. Whoever is running that warehouse needs to be fired (I have never been an advocate for having anyone lose their job but this has gone too far). This time the person at the warehouse said it was confirmed to cancel (they talked to no one at our house nor my son) and that a manifest was signed (he signed for the box springs, if they put another one for the mattress in there that is deceit). Also, when I was tracking the order on line it showed a delivered status over an hour before the actual delivery. Why would that happen?
So, once again we are without a mattress and empty promises of deliveries and return phone calls (as far as I'm concerned they are all lies) . The level of incompetency has reached an all-time high on this one. I have been a customer for a long time but NEVER have I had an encounter like this. But rest assured my credit card sure has been charged for said mattress, made sure that happened. I have had guests (70 year old grandparents) sleeping on the floor and my son has slept either on the floor or the couch for over a month. This is a very simple task, take a mattress to someone who paid for it, why is this so hard?
I know I am leaving out details, to write them all would be over kill.
19
Sep
Posted by Anonymous
Couldn't rotate and balance tires bought from sears. Said they wereally to busy.got there at 4:30 Sept.19th.There were 6 empty bays,people walking around talking.I paid for this service when tires were purchased. I didn't expect this from Sears,that's why I bought tires from you. It's not my first or second set of tires my wife and I bought from sears but it's my last. Negative Feed Back.
12
Sep
10
Sep
Posted by marge
I had a very bad experience with returning something I bought online. After many calls, I received my credit. I was told I would be getting a $10 gift card. I was instructed to call in your online team to process it. also given the name Ericka Cannot get in touch with this person and would like to have the gift card sent to me as promised. M. Garcia
09
Sep
Posted by pegadvocate1961
IDIOTS!
Bought vacuum at Sears told me they sold filter. Went today for filter. Can't find it on display. 30 minutes to find someone that works in dept. She knows nothing! Tells me she was only hired 2 days ago. She leaves to find someone else 15 minutes later she comes back w a young man. He knows less than the ! Bought vacuum at Sears told me they sold filter. Went today for filter. Can't find it on display. 30 minutes to find someone that works in dept. She knows nothing! Tells me she was only hired 2 days ago. She leaves to find someone else 15 minutes later she comes back w a young man. He knows less than the woman. Tells me don't get mad at him he was only hired 4 days ago.
They both leave to find the manager, 20 minutes later the young man returns w the manager - he doesn't know anything about the filters he will check in the back. 30 minutes later he returns & says you don't replace the filter you wash it!
Saw a recliner online it says it is in stock. I want to see the recliner make sure it works for me. Only salesperson is the young man that worked for Sears for 4 days! I show him on my phone that it is in stock! He goes to find the manager. 30 minute wait again he returns & says NO it is not in stock it is in the warehouse I can order it online!
But how do I know if it works for me?
He says I can send it back if it doesn't work.
Speak to store manager no way to have recliner delivered to store for try out, she says same thing order it online & if it doesn't work send it back.
IDIOTS!
08
Sep
Posted by Anonymous
I have been on the phone with (4) departments, given information to each one, been transferred around from person to person, never get a straight answer-and will NEVER order anything from SEARS again. This is outrageous and totally incompetent service-never again.
I received a promise from Delivery Services that I would receive a $200 credit for accepting a scratched refrigerator. This never materialized and I have spent 2.5 hours on the phone with customer service, customer solutions, delivery service, and the credit card company-no-one helps, no-one seems to know how to look up a delivery ticket from the salescheck number-but they are all very good at placing me on hold and then, instead of getting me an answer, shoving me to another person. This would be Aileen, Roland and Liam-who I believe are with delivery and customer service.
There is no service here-and certainly none that would support my decision to ever order anything from your company again.
Melissa Smith
04
Sep
28
Aug
Posted by [email protected]
This was the worst customer experience I have ever had in all my years. Would never buy another thing from Sears ever if my life depended on it. Florida defective TV to get another one and they tried charging me $400 for restock charge on a TV that doesn't work thank God there a Best Buys and stores out there that are putting them out of business. Person I dealt with was the rudest most full of crap person I have ever associated with, there sales rep Josh in T.V NO PRODUCT KNOWLEDGE.i spent 15k in 3 years there for appliances for my rental properties,but after today by by Sears hello Home Depot!
Looking for electronics go to Best Buy.
They have answers not guesses
26
Aug
Posted by Kathy
I went into Sears at the Tupelo MS location to get new tires for my car. There were no other cars in the shop. I was told 30 to 40 minutes. I shopped in the rest of the store and came bake half an hour later. Waited in the waiting room for another hour watching customers come and go. Finally I asked why it was taking so long. The man at the desk went out to find out. He came back 10 min. Later to tell me they broke a sensor and he had to order a new one. I needed to bring my car back. It was another 10 to twenty minutes before I was able to pay and get my car back.Now I was not told there was a problem until I asked which makes me wonder.I work odd hour which makes it difficult to come back and as any working parent knows our days off are precious. I shop Sears often most of my appliances are Kenmore and I really hate that I was treated this way.
24
Aug
Posted by X Sears Customer
Sears.com is absolutely the WORST!! I purchased about $850 worth of dresses and blouse's only to return 95% of the items and NOT receive a refund. I have been working with Sears.com Customer Service for 4 months trying to get a refund, but have yet to see a dime. I called customer service and asked them to confirm the address I needed to return my purchases to, I sent my return back to the address they gave me, they received it (I have proof that it was delivered), and now Sears is saying I was supposed to return my purchases to the Manufacturer. I purchased my items from sears, returned them to Sears, but because I didn't return the merchandise to the Manufacturer, they won't give me my money back!! I have NEVER heard of anything like this. What makes it worse is that it's not like its $50 worth of items. It's $800+ worth of merchandise that I don't even have.... BUT SEARS DOES!!!! I have shopped sears for years and have been a VERY loyal customer. I have probably spent more $$ in sears than any other retailer, but after this, unless they step up and refund me, I will NEVER give them another dime of my hard earned money. I will also make sure that I tell every family member, friend, and co-worker how Sears treats their customers and that they would be better off shopping at another retailer that takes care of their customers.
23
Aug
Posted by Maddie
Rendered complaint regarding a Super Kmart purchase.
Debit card was denied for $162 purchase.
I paid cash. Amount was also deducted from my bank account.
I had receipt showing cash payment. Had copy of my bank account and copy of "Star" transaction show transaction.
Kmart refused to help me. Customer Service Department for Sears took info and said I'd get a call back within 48 hours.
No one called back, called Kmart again. Manager was of no help.
Fraud? Theft? I double paid $162,
