Small Claims Guide Class Actions Lemon Laws FAQ Newsletters
|
|
NEWS
RECALLS
COMPLAINT FORM
SCAM ALERTS
RESOURCES
Small Claims Guide Class Actions Lemon Laws FAQ Newsletters |
|
| Automotive Education Employment Electronics Family Finance Health Homeowners Insurance Pets Shopping Travel |
 Print This  Email This
|
|
|
Sears Roebuck & Co. |
||||||||||
|
Charles of San Luis Obispo, CA December 18, 2009 We paid to have appliances delivered. I gave detailed instructions to the address, but they got lost. The weather was bad. I called 1-800-732-7747, the Sears scheduling number. I asked where I could send a map so they wouldn't get lost, and so that I could reschedule. The young lady (Circle?) with a strong Indian accent just couldn't get the simple request through her head. She told me the delivery problem was my fault because I couldn't accept the delivery. That's a little tough to do if they don't arrive. She said yes, she could accept a map, but she couldn't tell me where to send it. I asked to talk to a supervisor, and had to argue with her to get her to connect. I was put on hold for 5 minutes and hung up. Sharon of Camden, SC December 18, 2009 Less than one year ago I bought a Kenmore "Elite" Oasis HE washer & dryer with a 4 year service plan. A month ago the dryer quit working. I called for service and they scheduled me for the following week. I took the day off of work and waited for the technician. He called my cell phone to tell me he was on his way but when he did, my cell phone dropped the call. I immediately got a tone that showed I had missed a call, so I called the number and it was the service dept asking me to re-schedule. I told them that I was home and that I had just missed the call. They apologized and said they were sorry but I would have to re-schedule. I told them that I had missed the call less than 5 minutes ago and that the technician could not be far from my house and asked them to just call him and tell him to come. No, they could not do that, but they were sorry. So I re-scheduled. He came the next week but did not have the part. So I scheduled him to come the following week (12-18-09). I just received a call saying he had a family emergency (which I completely understand) and that my appointment had been moved to 12-29-09. I called to complain and while they apologized repeatedly - no one actually did anything to help. They did put me on hold for 10 minutes or so on the pretense of helping, but in the end, an apology was all I got. Apparently the entire Sears repair organization hinges on this one repairman and if he's out - there will be no repairs. Of the 3 different people I talked to to try to get another repairman out to fix my NEW dryer, no one could actually help. They are very good at apologizing though so apparently their "Customer Service" is always this bad. Had I bought my appliances from a local dealer instead of Sears(who subs out their repairs to A&E)- I certaily would have gotten better service... but not a better apology - Sears is pretty good at apologizing. It's what they give you in lieu of ACTUAL customer service. It's one week before Christmas and I am in the laundromat instead of home with my family. Tania of Westminster, CA December 16, 2009 I bought a dishwasher, range, and range hood at Sears store, approximately 7,000.00 purchase. When I received my range hood it was dented and not working. I had to return it and wait for another one, and when you order from Sears you have to wait weeks before you receive their merchandise. When we received our dishwasher and it was wet and mildew all inside along with the hoses. Sears argues that dishwashers do come this way. I have to disagree. I then ordered another new dishwasher through a Sears manager Gazelle, after my complaint as I needed it before Thanksgiving. Well Gazelle failed to order the dishwasher. In the mean time I needed a dishwasher. Darlene another manager at Sears told me to use the old one, so I had no choice, we were stuck with this used dishwasher, because I was hosting Thanksgiving. My husband had to install the used dishwasher which took him 4 hours to do. The diswasher Sears said was normal to be wet and mildew inside doesn't even dry after each wash. What a joke! I know this dishwasher was used and Sears is lying about it. The inconvenienced Sears has caused us as customers has been just ridiculous and horrible! I wrote many, many email complaints to the corporate office and never once a response from Sears but when I called to complain again the notes had said district has sided with Mr Faulkner the general manager. I would like to return my range as well as it doesn't heat correctly and the rubber pieces are always falling off every time I clean the grates. I do not have faith in Sears to fix my appliances and I will never shop there again. I am now waiting for a response from Sears to pick up the used dishwasher. But from experience from Sears they love to play games with their customers. Mildew and wet inside dishwasher, dented range hood, and range doesn't heat correctly, and the rubber peices on grates fall off. Shar of Felton, CA December 16, 2009 I realize that Sears in is deep trouble with the public and its shareholders. I am not surprised. The customer service end of Sears has tanked. That is where most efforts should be directed. To contract out to outside service people was a huge mistake, and this has resulted in millions of dissatisfied (now former) customers. The list continues to grow, and I hope that this information below helps to make it understandable why customers really do come first--without customers and good and reliable customer service--you do not HAVE customers. As a 62-year-old woman, I remember when Sears was a trusted and reliable company--no longer is that true--and, literally, millions of families have learned that Sears is no longer the bulwark it was once. The below account is true, and needs to be resolved. Customer service is NOT doing its job. There is no account manager, there is no one to go to who oversees this "customer service" department. Sears has become a sham, which is a sad shame to someone like me who depended on Sears as a reputable company for decades. Here is the situation: This consumer, a college student in Silicon Valley, ordered items from Sears online on November 12, 2009. It is now December 15th, and still no progress. This young lady has contacted Customer Relations numerous times during the more than a month, now. This is the order number: 100599998. It is a simple order. Yet it appears that the items have been drop-shipped. One of the items was from a Sofia R. of Torrance, California--this consumer is bilingual--must she contact Ms. R. in Spanish, herself, to clarify the problem for just one of the items? In addition, this consumer is being charged--which may well end up as part of a class action suit, because Sears has hurt many thousands of people with its deficient policies. Now, this should be easy to resolve. Why has it taken over a month? There is an order number, there are the items, they should be shipped, and then the consumer is charged for those shipped and received items. Yet, this simple delivery did not happen. This should not be a problem that must be taken to court. It is ridiculous. I do believe that CEOs forget that first and foremost it is the consumer who makes or breaks the company – it is NOT the managers, shareholders and corporate offices. Somehow that logical equation has been lost. This consumer is not, by far, the only unhappy and angry customer. There are thousands of others. I, in fact, will no longer purchase from there because I was looking for some big item appliances--I have heard too many stories of the deficiencies of delivery, installation and correctly functioning machinery. There was a time that women, families, men and children looked to Sears as a pillar of good marketing-- that is no longer true. Please check this one order. Currently it is done incorrectly, wrong, and has created hardship. Customer Order: 100599998 Please don't suggest customer service again, as there has been no service to the customer. There is no money without customers. I have no idea why something so simple has become so complicated. Unfortunately, I am aware that this is not an unusual situation. What is unusual is that a formerly very reliable company has now become untrustworthy. This has still not been resolved, the consumer is being charged for items that no one seems to be able to "find" and emotional hardship has ensued. The time lost, the frustration endured, and the money charged to the consumer continue to add up. No responsbility has been taken by this company, and after numerous calls, letters, emails, etc., nothing, not anything, nada, has been even remotely resolved. It's just plain wrong. Thanks. Sharon of Fayetteville, NC December 14, 2009 I have adopted three special needs kids. This Christmas they were donated a Wii. We have never had anything lie this. So when I received a Sears gift card for 100 I decided to order some items for the Wii. I went on line and order a Wii fit plus with board, and a protective cover and belt as accessoroies. The next day I received a notice stating the board was not vailable and only that part of the order was cancelled, and of course "would you like a different item?". I imediately wrote to the customer service and told them that I "OBVIOUSLY" could not use the accessories then. I also explained that I did not retain the used up gift card. The next day I received a notice that they did not open my email because it had a 16 digit number on it, and it might be a credit card number. So for my safety it could not be opened. I throroughly rechecked the email and there were no 16 digit numbers except their numbers. So, I resent it. Yet, again I received the same message. Thistime I completely took off their numbers and resent it. Now, I received a notice stating that it is too late to cancel the order. That I was to refuse the package when it arrive. It also told me that I would be responsible for all the shipping and handling charges. By the way they are graciously sending me a new gift card in the mail. Now, the kids will not have the Wii gift, or the gift card to purchase anything for Christmas. AND WHY AM I PAYING SHIPPING CHARGES FOR THIS? I will never shop at Seras, Kmart, or any of their other sister companies again. No wonder Sears has been doing so poorly. Jeff of Lake Butler , FL December 11, 2009 We purchased a Microwave in 2001 from Sears. Last week my daughter started a science project regarding radiation leaks around microwaves. Apparentley our microwave has been leaking large amounts of radiatiion. We are concern regarding the radiation amount that we have been exposed to over the last 8 years. We are going to replace the microwave but thought its not right for us to supply another microwave. We paid money for a safe microwave years ago and we apparentley did not receive a safe working microwave. Sears states that they will send out a service man in a couple of weeks to check on a recall regarding a fire issue with this appliance. They stated that the radiation leak is not covered in the standard recall. I believe that we are starting to get the "run Around" and we are unable to talk to the same person more than once. Sammy of Bristol, TN December 11, 2009 I recently made a purchase at sears and was encouraged by the salesperson to fill out a survey online for a chance to win 4000 dollars. Before I had gotten half way through the survey I received a phone call concerning one of the questions on the survey. I stopped answering anymore questions when I realized that all that the survey amounted to was a telemarketing scheme. It's no wonder that Sears is having such a difficult time with tatics like this. I did not appreciate my name being farmed out like it was. Shelby of West Jordan, UT December 11, 2009 I am writing to dispute a charge on my debit card from Sears, on November 21, 2008 in the amount of 181.63. My family and I were scheduled to have our family portraits taken at the Sears at SLC, Utah at 10:30am. Instead of ordering prints we decided to pay for the CD of all the portraits that were taken, so that we could retain the copy write on the photos. We were told that we would not have any of the “enhancements†(i.e. sepia, black/white prints) on the CD, but all the photos would be cropped and ready to print at any store of our choosing. We were surprised when we got home to find out that most (about 95%) of the photos were not cropped on the CD, they were all raw footage with displays and curtains hanging in the background of all our photos. I called and spoke (11/21/09) to Dawn (the store manager) and she apologized and said she was too busy to get my disk done correctly that day, but I could come pick it up on Monday. I told her I didn’t want to drive all the way back to SLC, I would pick it up when I picked up my Free 10x13 (we had a coupon for that) which we were told would be ready by 12/6/09. On December 4th I called Sears to see if my picture may have come in early and my disk was ready for pick up. The women I spoke to told me there was no disk, but she would call Dawn and it would be ready to go for my arrival. I explained to her that the photos had not been cropped and she assured me she would take care of it and get them ready for me. She pulled up my sitting and told me she saw that they were not cropped and she would get working on them. I went to pick up my 10x13 and my disk. To my dismay I loaded up the disk at home and they were the SAME RAW photos. I called Dawn and told her about the problem and she again apologized all over herself and that her employee told her it was done correctly. She wanted me to drive in and get a new CD; she assured me she would take care of it herself (though she is the one that did the 1st disk to begin with). I asked if she would she be willing to mail me the disk, so I wouldn’t have to drive back into SLC. She said she could do that, but it wouldn’t go out until the 5th because she was too busy to get it done that day. I advised her I would like some compensation for the issue and she proceeded to tell me about how horrible HER week had been. And refused compensation, by changing the subject. After I got off the phone with Dawn on 12/4/09, I called 1-888-portraits and asked for compensation and the lady (didn’t get her name) on the phone said she could only give me 20% off, though she had quoted me lower than that, but went to 20% when I told her that the first option was unacceptable. I asked for a 50% discount and she said there was no way she could do that, 20% was the best she could do. I told her that the 20% was no acceptable, but I would take it for now and call the store manager again to see what she could do. The following dates are estimates as I was on the phone with several people: On December 7th I called Dawn and asked if she had gotten the CD out and she said no, she was waiting to see if I was going to come pick it up. I told her I was not and told her that on the 4th. She said she would Fed Ex the CD and I would get it by Tuesday or Wednesday at the latest. On December 8th I called and asked for the Fed Ex tracking number, because it is a one day turn around. Audralyn answered the phone and told me she would have to call Dawn and have her call me back with the tracking number. Never heard from Dawn. On December 9th I called and left a message for Dawn that I was going to request a full refund of the purchase price because we had not received the disk that we bought. I also asked her to call me back with the Fed ex Tracking number, never heard from her. On December 9th, I called the 1-888-portraits phone number and spoke with Dorothy. She was very sympathetic and advised me that she would verify with Dawn that the disk did go in the mail. I REQUESTED a 100% full refund and told them to keep the disk, I didn’t want it anymore. She proceeded to tell me that she had to see if the disk was mailed out and she would call me back. She did call back and assured me that the disk was mailed out on Monday, but she could not verify a fed ex tracking number. She advised me she would send out an apology letter with some additional prints. I told her I wanted a refund and she said she couldn’t issue a refund because the disk was in the mail. I advised her that I would refuse the package so that I could get the refund. I asked her what would happen if I ended up getting a 3rd disk that was not the correct disk. She said I have made notes in your account that if you do not receive the disk by tomorrow that we could call in and get a 100% refund. December 10th STILL NO DISK! Called Dawn to get the Fed Ex tracking number, she was not in the store. Audralyn said she would call her at home and call me right back. She was aware of the “situationâ€. She never called back. My husband called and spoke to 1-888-portraits (Manager Danielle) to request 100% refund and she advised they could only give a 30% discount. My husband argued with her and said that we were told just yesterday that we could get 100% refund, she said she saw that in the notes, but they aren’t authorized to do that. He then proceeded to tell her that they can’t give a 30% discount on something we don’t even have. Giving us a discount of 30% on merchandise that we do not have in our possession is crazy. He asked for a manager above her and she gave him the District Managers name and number. My husband and I both left a voice mail for her, asking her to call us back because of an urgent matter. She has not returned our phone calls. So basically we do NOT have the product that we purchased on November 21st and Sears is stealing our money and we want it back. Judy of Skokie, IL December 8, 2009 in Chicago Kay in that office said that it was manufactured by Whirlpool. I called them only to find out that although they do manufacture Kenmore products, this one was item was not included. Wouldn't you think someone in the corporate office should know that? I am frustrated and angry that this situation is allowed to happen. If I want to fix my microwave without resorting to a hot glue gun, it would cost me 124.04 for the door and 129.00 for shipping, handling and tax. This does not include installation. If the door handle should totally break off, I am forced to purchase a new one...it won't be a Kenmore. kelli of corning, AR December 8, 2009 Had a tech to look at my stand alone Kitchen-Aid icemaker that was leaking. The appliance was installed in our new home less than two years earlier. The tech called the tech support line and they deemed the icemaker as non-serviceable. The tech said with all the lyme build up on the back of the appliance, that it probably had a slow leak from day one! I have a buckled floor and the island it sits in is damaged. I was told to call Sears to see what they would do about this 1400 dollar appliance that was less than two years old and no longer usable. The lovely Sears associate told me it was out of warranty, nothing they could do, but she would be happy to assist me in buying a new one! I later called Kitchen-Aid and they have been doing thier best to help me get this replaced with NO help from Sears. I called Sears multiple times for various reasons during this period with absolutely no cooperation at all. They all need to take lessons from Kitchen-Aid, or others who value their customers! I will not buy anything else from Sears, and I will be very vocal about this to make sure others know too. I have a life to live. I paid for my appliances and should not be penalized for something out of my hands! I feel I got a bad icemaker, all I wanted was for the problem to be fixed. I spent countless hours on the phone speaking with different tech's each time. No one was helpful in any way and had such a bad attitude. What ever happened to helping the customer? I should have rights too. I don't ask for alot, but when I pay good money for something, I expect for the product to meet my expectations....is that asking too much? Advertisement
| |||||||||
