Sears

We were getting a huge quantity of beef, and needed a new freezer to hold it all. During the pandemic, freezers have been hard to find. I found one at sears.com that would be delivered to our local store in time to hold the meat. The website said it would be there 6/30. I placed the order, and the next day got my order confirmation (it takes a day for that?) and it said the freezer would be at the store 7/12. I called, got somebody in India, and he told me he was cancelling that order, and reordering for me so I could get the freezer on the date advertised. The next day, I got another email confirmation of the order (again, why does electronic communication take so long?), and the date was again 7/12.
I emailed Sears, and my note was sent to the local store. The person who got the email ended up saving the day for me as far as getting a freezer on time. But this review is about sears.com - not the actual store. That person went above and beyond, and found that the original order had not been cancelled. She cancelled both of the on line orders.
In monitoring my credit card activity, I saw that all three transactions hit my card. The two cancelled orders and the actual local charge when I picked up a freezer.
Charges shouldn't be put thru on a credit card until an item is shipped. The on line orders were never shipped. I disputed the transactions from both on line orders. Eventually, a credit came thru on the 2nd on line cancellation. To date, sears has not acknowledged that they need to credit back the charge for the first order. I have not been able to talk to a live person at sears.com about the issue. Thankfully, the credit card company is giving me a provisional credit. Otherwise, I'd be paying interest on a charge that never should have been made.
If there was ever any doubt about why Sears is a failing business, this is an example of why. They've always been behind the times as far as products and technology go. Now they are failing in terms of customer service and integrity as well.

Stay far AWAY FROM SEARS & their DELIVERY! I have had the absolute worse experience EVER with Sears! I will NEVER order nor use this company ever again! I ordered my refrigerator on 11/5, I just today 11/26 received my refrigerator after Sears tried to deliver me 2 damaged refrigerators. The third attempt the delivery comp told me the refrigerator got to the warehouse 20mins after all the delivery companies went out, how convenient! This made 3days of missed work with still no refrigerator! I've called customer service numerous times to ask for a supervisor and they just take my name and number but no one EVER CALLS! I really was left with NO Refrigerator for freaking Thanksgiving! Now today I finally get a refrigerator and I'm informed that they can't connect my refrigerator because there's no shut off valve behind my frig. NO ONE INFORMED ME THAT THEYRE NOT ALLOWED TO INSTALL MY REFRIGERATOR WITHOUT IT NOT BEING THERE, so that I would have time to go in my basement and find it for them! When I attempted to do that they tell me they don't have the time to wait! This is so ridiculous and all the delivery comp can say is sorry we meant to tell you that! STAY FAR AWAY FROM SEARS

This was the first time I made a purchase from Sears and its certainly my last. I made a purchase on May 1st received 2 emails stating that my order is being verified and processed. Two days later checked my order only to see that my order was still being processed, contacted customer service to see what was the hold up only to be told that they can't find my order (mind you they charged my credit card but have the nerve to tell me they can't find my order) and that I need to contact them within a day or two to get an update.

Contacted them within the allotted time only to be told the same nonsense that they can't find my order. From the fist time they told me they couldn't find my order I told them I wanted to cancel, but they couldn't cancel it because they couldn't find it (lies) the greatest part is they apparently have a zero cancellation system. Yup! So if you place an order and you want to cancel it you don't have that option, you have to return the item. So even if they did in fact find my order they had zero intention of cancelling it.

When I started to really make a huge deal by calling, emailing and live chatting, like magic I received an email stating that my order has been shipped. I had every intention of returning it because such ridiculous and unprofessional service doesn't deserve rewarding but after taking into account that more of my time will be required to deal with these people on top of the time it would take them to refund my credit card I've decided to keep the item when it arrives. Almost forgot apparently like magic again the review that I wanted to post just wouldn't go through, I got about four error messages before I threw my hands up. I'm guessing they don't want future customers knowing the truth about what goes on.

I'll be sticking with amazon.com some items maybe more expensive but I've never had a problem with the numerous orders I've placed with them, it may cost me a bit more but I would pay more money than deal with this kind of fiasco again. Also I'm certainly more aware about policies when it comes to cancelling an order, I don't have the option to cancel you can't have my money.

Sears is going down hill and prices are getting higher. Tool are the only value and that is because they are life time guarenteed

Sears does have a lot of smoking hot deals, you just have to learn to use their ShopYourWay reward program.

Used to be better, but still reasonable prices, good warrenties and way better than target, wal mart or shopko and pennys...

My continuing saga with Sears and their inability to provide service to their customers. I cancelled the order since I could not get anyone at Sears to help me with the delivery.

I submitting a complaint against Sears with the BBB. They never responded to them but I did get a call from "Sears Solutions" who first told me that they did not have the model of lawn mower I ordered available. When questioned why this was not told to me when purchased rep. Put me on hold and came back after a few minutes to tell me they in fact HAVE them in the warehouse, BUT they only deliver to my area on Wednesday. I told him today IS Wednesday and was the date I was "supposed" to get the mower. He told me it would be another week and when I told him no, he told me he would check and get a better delivery day and call me back. NEVER HAPPENED.
On Sunday I got an email from Sears that THEY are cancelling my order as item was not available and my "deposit" has been released. A check revealed my money was NOT returned.
Back on phones and after one chat and three calls I got nowhere. But was told it would be 5 to 7 days for a refund!. The one rep. Actually refused to let me speak with a supervisor saying I did not have a good enough reason to talk to one!

Is there ANYONE in customer service that actually is not in India?

I can not believe any company could be so incompetent as to give multiple stories as to why they can not do their jobs or provide service to customers. And then withhold your money.

As far as I can see, Sears employs nothing but liars, con artists and thieves that take your money, but have a hard time actually getting you what was purchased or a refund.

I ordered and paid for 6 pairs of school uniform pants (we've bought these same pants in person from Sears for years). I wanted them shipped to me, but the only option was Ship to Store. I tried to pick up the order 24 hours after I received the "pickup now" email, but the order wasn't ready. The store employee said his store didn't stock that brand and he didn't know why it was showing as available online. He gave me 6 pairs of a different brand of cargo pants - no double knee - no adjustable waist - not comparable in any way. He said he had to give me something to return the order in-store. But during the return, the manager said the pants I had ordered - and paid for - were not available; the best he could do was a refund. Then he said he couldn't even do the refund because I had used PayPal online. I contacted online customer service and was told that the they "do not have an online return option." They told me to go to another store and try again. After more than an hour at another store, I ended up with the correct brand, but the wrong color. When I contacted online customer service, I was told that they could not ship the right ones because they did not have the correct item to ship. They could not explain why they charged me for items they apparently do not have. They also could not explain why it took 4 contacts and nearly 3 hours to find out they charged me for something they do not have. I will never use Ship to Store again. BTW, the 2 stars are because the manager at the store in Long Beach went out of his way to try and fix the online store's mistake. Otherwise, this would have been one star all the way.

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 purchased a four piece appliance set from Sears, sebring, fl and it was delivered on Wed. I unloaded old fridge and put all in a cooler. Well, the refrigerator was unacceptable as doors were uneven and it bobbed. The installer said when we put food in it that it wouldn't bob anymore and that he could not adjust it because it was on wheels. Well, it looks terrible and moves back and forth every time you open door. I told the installer I did not want it. He said, "go to sears and give them your phone number and you can get a different one." I received two or three other phone calls and they wanted to know about the service, etc. I told them we did not want the fridge. They also told us to go to the store and the sales associate would let us exchange. All we needed was our phone number. We drove 30 miles to the Sebring, Fl store Sat. And the associate, Todd told us he couldn't do anything with out sales receipt. We drove home 30 miles, back 30 miles and home 30 miles. Sales assoc. Had to ask three other sales assoc. To get into our shop your way account. Every time he entered something, he had to ask someone else what to do next. Finally, the one assoc. Said we'd have to charge the new fridge and then when the other one was returned to warehouse we would receive a credit on our charge with in 7-10 days. This total ordeal in the store took over two hours before we actually charged it. What a disaster and frustration. We are very disturbed with the process. The sales assoc. Said they should have loaded the old one the same day it was delivered but I told him they said they couldn't do that then. Now the new fridge is coming Wed. So I again have to unload fridge, put items in coolers and then reload new fridge. What a hassle this whole Sears experience has been. I think we should get some retribution for our unfortunate experience or won't be shopping sears again.

Katherine and Gerald Martin

I am writing this review for everyone to see that has ever bought an appliance or thinking of buying an appliance from SEARS!
We bought 5 major appliances from Sears here in Richmond, Va. In April of 2018. We also paid $2000 for their extended warranty. In that short time our Kenmore Pro refrigerator has stopped cooling, and we have no refrigerator! I called Sears when we noticed the freezer was not freezing properly and they said they would be out in 3 weeks! I argued and pleaded for them to come, and their response was "We are sorry and apologize for any inconvenience." I explained that I was having major surgery on Sept. 18 and we needed a working refrigerator. I received the same reply as before except they added, "We only have 3 technicians for your area." I find this incredible!
A service man finally came to our home. We were told, It might be the compressor, but it is trial and error, and it might be 2 more months before your refrigerator can be fixed. Someone will be back on Oct. 31."
Sears said they would reimburse us for a rental refrigerator which we have gotten, but it so small we cannot fit the food we need into it. Apparently, that is what SEARS authorized. They would not install it in our house because the non-working refrigerator is in the space for a refrigerator. They installed it in our garage. My husband is 85 and I am 80. I am incapable of going to the garage because of my recent ankle surgery, and my husband has difficulty managing the stairs multiple times each day. We are having a very difficult time coping with the situation. When I explained the situation to SEARS, I was told, "We understand and are so sorry for any inconvenience."
The food in the refrigerator and freezer spoiled because my husband was with me in the hospital and the refrigerator smells like rotted food even after it has been emptied and cleaned. We want the refrigerator removed from our home due to the smell and potential for mold.
We have bought from Sears for 64 years and never been treated so poorly! I do not recommend SEARS appliances to anyone, and the extended warranty is definitely not worth the price. Think twice before buying anything from SEARS. They do not stand behind their products, nor do they honor their warranties.
Margaret Bailey
Richmond, Va

When you follow the ling I saw an internal server error... You need to fix your issue

Terrible return policy. They refused to accept a return on an item I purchased the day before.

Sears is one of my favourite shopping spot. I purchased quite some of the stuffs. Thumbs up!

I have never had any issue with Sears... it has been an excellent experience shopping with them.

I buy most of our families clothing needs at Sears. Quality products at a good value.

Sears has to be one of my favorite stores! Love the quality and the customer service

If you can afford it, Iwould suggest them, especially for electronics. DO NOT USE A WARRANTY IF IT IS BUY SQUARE TRADE WARRANT COMPANY

I always buy my appliances and home needs at sears and quite happy with everything.

Great for home goods. I get my washer and dryers here, I love there stuff.

My wife skimped and saved for over a year for a dishwasher. We purchased this Kenmore dishwasher (see photo attached) from your Sears store last November. When we first got it, she loved it. Not a day went by for weeks that she didn't say something about how much she loved this dishwasher.

Sadly, this wonderful dream has turned into a nightmare.

A few weeks ago it just stopped working. It just quit. We called the service line and scheduled a repair person to come out. That repair person showed up and diagnosed the problem as "the motor." Dimitri informed us that day that he would have to order the part. While this was disheartening, we understood. Suddenly however he announced he was going to go and get the part and come back. He returned a little over an hour later with a part in his hand. However, it did not look like a motor to me. It looked like a computer board. He brought it in and hooked it up and noted to me that the part was defective. He said that he would have to order a "new one" and then come back once we received the part.

The part came about a week later, and just yesterday another tech showed up named Chris. Chris took one look at the computer board and told me that it was the wrong computer board and did not fit our unit. He some further diagnosis and noted that it was not the computer board but the motor that was the problem. He said that he would have to order the motor and another part of two and that we would have to wait until November 14. This was the soonest that a tech could be scheduled to come back.

I called yesterday to double check on the status and was informed that I would need to wait 24-48 hours to check on the status because it was "not in our system yet." Then I called today and was told that 2 out of the 3 parts are on back order and no once seems to know when the parts are coming.

So, originally, I thought that our new dishwasher was going to be fixed fairly quickly. Then, partly due to the incompetence of the first technician, the wrong part was ordered. Then I'm told after going two weeks with no working dishwasher, that I'll have to wait another two weeks. Then I'm told the parts on on back order and who knows how long we'll have to wait.

I am NOT IMPRESSED with this "customer service". Every time I call I end up on the phone with someone that does not seem to care at all about the inconvenience that I am being put through. All they do is tell me what I already know... that the parts are on back order and there's nothing anyone can do about that.

In the meantime, my warranty is running out, and by the time I get my parts and get this fixed, it will be out of warranty. In addition, my wife and family and I will be without a working dishwasher for a month or maybe more, who knows?

Sears cares about your experience and tries to make it as great as possible.

Worst customer service and products ever. Will never buy from them again. NEVER!