Sears

On January 24^th 2016 I had purchased a gun safe for my husband for his birthday on the
website. (order number 969 947 547) When the safe arrived February 2^nd upon unpacking it we notice that it was terribly damaged. We contacted the toll free number and made them aware of the situation and informed them that we would be looking for a full refund and asked for direction on how to return the product as we deemed it to be terribly crafted and completely damaged to which they put our complaint «on file» and assured us that we would be contacted by a representative from another department, because the product was purchased through a third party. Now we were never made aware the purchase wasn’t directly through
. We received an email from this third party and they asked that we take photos of the damaged item and forward back to them in an email. We did this within minutes of receiving the direction to do so. We received an email in response to the one we sent with the pictures stating that they never received the photos. Well this went on for 3 – 4 days. Every time we sent the email with the pictures they responded they didn’t receive them. So I called sears back and explained that we were having an issue with the third party vender and the phone call was escalated to a gentleman that went by the name of Connor. Connor assured us that this would be resolved but that it must go back to the third party vendor for resolution. Finally we received yet another email from a different email address then the one we were originally corresponding with from what looked like a personal email (perhaps the owner or an associate of the vender) that asked we send the photos directly to them. So we did. Success!!! Photos received replied the gentleman who’s name is Peter Decasas (
) of which we sent the last set of photos. Peter responded with we will update you on the exchange information to which we replied EXCHANGE? No peter we don’t want an exchange we want to know when this product will be picked up at our home and when full refund will be issued… And guess what? No response from Peter. So we are seeking some much needed assistance in resolving this issue and we are very confident that BBB will intervene and help us get our hard earned money back!!! Coincidentally enough while on google today searching for some guidance on how to retrieve our money, a story had been posted stating how Sears/​Kmart would be closing up to nearly 50 more locations. While we would never find news like this to be good or entertaining because its sad to hear that a company thats been around as long as our parents can remember, it didn’t seem all that shocking with this type of customer service.

Be cautious doing business with Sears. I bought a refrigerator from them and Sears delivered it. When they were carrying it into my kitchen, they struck the wall and damaged the drywall. The delivery driver denied doing it even though we saw. I called Sears and placed a claim. Never heard from them. I have now called eight times and have received the same response: someone will call me back. It’s been 1.5 months and no one has called me back.
Sears has deplorable customer service. If they have the best price on a product, I’d recommend paying more to do business with a better company.

SEARS IS THE WORST IN CUSTOMER SERVICE!!!
Every wonder why Sears doesn’t have a Facebook page? If they do, it was hard to find. Most of Sears review online are problems after problem. I could not find anywhere Sears have at least 2 star ratings.
I am a seller on Sears, and I receive the worst customer service from them. Their team is located in India, you can not find anyone who would put even 1 minute into a case.
Our team encounter a problem on Sears Seller Central. We were not able to receive email notification from Sears, for new orders, order cancellation, or customer inquires. We send so many cases, and after one month, they’re not able to fix the issue. Oh, I forgot to mention, over 6 people looked into the case. Just because Sears has absolutely no customer service, doesn’t mean we have to follow their stinky strategies of ripping customer off.
Honestly speaking, Sears is does not even deserve the one star rating. THEY DESERVE A ZERO STAR RATING.

To Whom It May Concern:
I’m writing to express my deep concern for the way your company conducts business. I have a very large family and we have been faithful shoppers for many years.
Here’s the backstory. On August 14, 2015, I ordered a microwave and range online. The microwave was delivered on August 17, 2015 and the range on August 20, 2015. I paid someone to stay at my house on August 17^th to receive the delivery of the microwave. The install took place and everyone left. Upon my return home that evening, I noticed a dent on the microwave. After looking closer, I noticed two more dents and some light scratches. I called Sears immediately to ask for a replacement. They offered me $ 30 to just keep the existing microwave and not do an exchange. I explained that I spent $ 555.00 on this new microwave with tax and installation and $ 30 was not a fair offer. They agreed to have a new one delivered and installed. The delivery company then contacts me to schedule a time. They offered a large span of time on a Saturday in which I wasn’t available. Then they offered 2pm-​6pm on a Monday. I accepted the Monday slot, but then they said they couldn’t guarantee those hours. I took us rescheduling four times to get the new microwave. I finally had to pay someone to sit at my house and wait for the deliveryman. That new microwave was delivered on August 27, 2015. Two days later, it broke. It only runs for three seconds and then shuts off. I called on August 28^th to order another even exchange. On Monday, August 31^st, I received a phone call stating the replacement is on back order and won’t be delivered until September 11, 2015. We’re a family of six and use our microwave daily. Waiting an additional 10 days for an item that I paid $ 555 didn’t work for me. I told them I’d call back the next day with a new item number in order to receive a new microwave immediately. I called on Tuesday, September 1^st to place my order. By the way, the toll free number connects me to someplace in the Philippines and the connection wasn’t great a few times I called. I gave the representative the new item number. She insisted on needing my credit card, even though I’m due a refund since the new microwave is cheaper. I gave her the number and then she insisted on the expiration date. I didn’t have it on me at that moment. I only had my credit card statement. She wasn’t going to process anything without that information. Then she wanted to transfer me to your credit department in order for me to obtain the expiration date information. As we all know, credit card companies don’t give out that information over the phone. I asked to speak with a manager. The manager processed my order and said I’d receive a call the next day regarding delivery details. I did receive a call on September 2^nd. The guy asked me what model number I needed to order. He said he didn’t have any information for my exchange and needed my credit card information. You must understand my frustration by now. I’ve spent countless hours on the phone with Sears over one microwave and it still isn’t sorted out. Finally, I get this guy to get the ordered placed. He said, «I’ll call you in 10 – 15 minutes to let you know when we’ll deliver.» Two and a half hours later, nobody has called me. I call Sears again to have a woman tell me she doesn’t see my order. I get transferred to another department in which that woman tells me she needs my credit card. Seriously! This can’t be happening again. She told me that she can’t help me because the place the delivery order gets sent is in a remote, offline location.
Here I sit on Thursday, September 3, 2015. I’ve still heard nothing from Sears. We’ve passed the 24 – 48 hour window you promise for a phone call. AND not one time has one of your representatives offered any type of compensation. I did get the one manager I spoke with to issue me a $ 50 gift card since I had to pay someone to sit at my house and wait for the second (replacement) microwave to be delivered.
I’m a mom of four that works full time. I have an incredibly stressful job and don’t need this added stress. I would like to hear from you and be compensated for my time and my extreme frustration.

This has to be the worst company ever to buy something online. I purchased many items and made sure I paid for delivery INSIDE my house. A couple of days later I’m notified by a third party company 1 item is ready to ship and to move it inside it will cost me an additional $ 100. I told them I already paid Sears extra for moving it inside, they said they never received it. Bottom line is I ended up cancelling the order (Their support is someone outside the US and can barely speak English). Days after I cancelled ALL the orders I get an email saying an item was shipping so I call Sears and they say they have no record of my cancellation so I tell them again CANCELL! Later I was in a chat and told them to cancel the orders both times so I have records of it, and yet again I get an email a few days later another item is shipping! So I call again and they give me another run around. I told them I won’t accept delivery and sure enough a delivery shows up today and I told him to take it back it was cancelled weeks ago. This is a HORRIBLE company do yourself a favor and NEVER do business with them. I wish I could put negative stars.

If I could give no stars, it would be appropriate. My brother ordered a washer and dryer set from Sears to be installed in my home as a wedding gift. Not only did Sears miss two delivery deadlines but the company Sears contracted for the gas hookup and installation (MXD Group) also caused a gas leak in my home on the day of my wedding, which forced my family to evacuate the home. I have been following up with Sears, Sedgwick, MXD group for two months for some recompense for the safety risk posed and damages with NO resolution. Sell your shares. Stop shopping here. This company does not respect the customer. Type «Sears» into Unilocal for every city and you will see that they receive one star on average. Enough said.

Can I give less than one? I used to work for Sears Corporate back in 2001, I had no idea the company had slid this far to the dark side. What a disaster.
I ordered over $ 4K or exersize equipment on their sale on 11/9…they scheduled the first available delivery of ¹¹⁄₂₆ — WTF?
I called back to verify my order (call #1) due to the high purchase amount, then had to call again to reschedule the delivery (Call#2) — hung up on in transfer, called again (Call#3) — rescheduled for ¹²⁄₁. Third party installer begins calling me endlessly to confirm a time for assembly (Calls 4, 5, 6, 7) — set for ¹²⁄₂ assembly.
Delivery guys call me 2 times to confirm on ¹¹⁄₃₀ — show up at my house and take one look at my white carpet and say they need 2 more guys. THEY HAVE TWO GUYS! So they leave and tell me I have to reschedule. No name or number to call and they bolt.
I go to Live Person chat and get Frazier who appears to be helping me reschedule but instead comes back to tell me he has gotten me a $ 100 refund on my delivery charge. My delivery was $ 189 — thanks so much for such a generous refund. (Call #8)
He then instructs that I have to call another number to reschedule — ok, so (Call#9) where I speak to Ms Robotron who tells me best they can do is ¹²⁄₅.
(Call#10) is then to reschedule the assembly person.
A month and 2 days and I still don’t have my order… Sears Sucks, I ordered online and Ventura is supposed to be handling the delivery.
It appears all of their systems are interlinked and hopelessly FUBARED. It is a massive Cluster of calling customer service to get Robotron. Sears and Roebuck are spinning in their graves right about now.

Time to give up on Sears. Here’s why.
We just bought a new home and we when to Sears for a washer and dryer. No problem. It was to be delivered and installed where the old washer and dryer were located. The deliver guys showed up 1.5 hours early, we were out. So they called us and we rushed back.
Once they got the washer and dryer in place, they realized they had installed the wrong power cord on the dryer. So they took the one off and gave me the correct one. Then they told me they didn’t have the right parts to hook up the washing machine. On top of that, I had to sign something saying this was all OK.
I had to buy additional parts, wire a dryer, and hook up everything myself. Great customer service — NOT.
Next, the oven stopped working. Not a problem we have a home warranty. They sent out the Sears tech to fix the Kenmore oven. They gave me a time frame of between 8am and 5pm, they couldn’t get any closer than that. I guess they don’t know what their guys are doing in the field all day. Well the guy showed up at 5:45pm and determined it was a bad board. He ordered the part and in a few days it showed up at my door. Sears auto caller called me to tell me what day the guy would be there, again between 8am and 5pm.
So I waited for a another full day, he arrived around 6:00pm. Oven still didn’t work. The diagram showed the board, but in actuality it was two boards. Really bad documentation, I can’t blame the tech for that. This is now the Monday before Thanksgiving.
The next morning the tech called me to tell me that Sears has the board in MO. but it won’t be here until Friday and he’s scheduled to fix it on Saturday (after Thanksgiving). So I called Sears. Sure enough, Sears has never heard of Fed-​ex or overnight delivery and I’d just have to call all my guests and cancel Thanksgiving.
I asked the person if the President of Sears called down to MO, do you think he could get the part shipped. Stupid I know, but what the heck, I’m only the customer.
Now remember the tech? Turns out their a sub-​contractor. He had his boss call around and find the part. They sent out a courier to have it picked up and taken to the tech in the field. He showed up tonight at 6:45PM, after his shift and scheduled work from Sears was done and fixed the oven. He got a bottle of Jack Daniels from me.
Sears, if you want to know why you are slowing going out of business, read the tale above…