Sears Reviews

Now it appears I will have to either deface my keypad to fix the problem, purchase a new opener, or live without the remote feature. Sears has a long history of poor customer service as well as discontinuing parts a few years after a certain model is made. It's time to say good bye to Sears. Enough is enough.

Today, I called to speak with Sears' president. Of course, that was not possible. I did speak with one of a group of people who takes calls for him and asked that we be removed from all telemarketing lists that involve Sears. Sears, the family store, along with countless other irritating telemarketers, is invading the privacy of the family, their customers. We hear so often that families are falling apart and don't even have intelligent discussions at the evening table. How can they?! As soon as dinner is served, if not before, the telephone rings and continues to ring throughout the evening meal.

People are terminally ill in their homes and they and their families must deal with the seamy tactics of telemarketing. People are hurrying off to hospitals to visit ill and dying loved ones and must answer these calls. They are preparing for funerals of their loved ones, expecting emergency family phone calls only to be rudely pushed by telemarketers.

If Sears wants to serve the American family then Mr. Lacey, please be the business leader who declares to the American public that Sears will no longer be party to invading the privacy of our homes...the very place that is supposed to be our haven from the world. If you want to improve your bottom line and have the respect of this nation, please lead in this effort. We will run to your doors. Will you please forward this message to Mr. Lacey.

When I got my next VISA statement I found that they had indeed credited my account, however only for the amount of the actual product. They had still charged me $13.89 in shipping, even though the product should never have been shipped, since the order had been canceled. When I called the Wishbook and spoke to someone, (Rob E.) who claimed to be the manager of the call center, he informed me that even though I had called to cancel the order less than 3 hours later, Sears would not refund the shipping costs because their system would only let them "request" a cancellation, and this did not guarantee a cancellation.

He also informed me that his computer showed that the product had been received at a Danville, VA address and signed for by someone named "Wyatt". I told him that he must have someone else's record mixed up with mine, because not only did I not reside or know anyone who resides in Danville, VA, but I also REFUSED the shipment when it came. I explained to Rob E. that when I called to cancel my order, I was told it would be CANCELED, not that they would "request" that it be canceled. In addition, when I called about the credit, it was never mentioned that they were not planning to refund the shipping charges. I also expressed to him that I could understand if they felt they had to charge shipping charges if the product had been shipped immediately, but that since it obviously hadn't (it didn't show up on my door until five weeks later) that this was indeed a problem with their internal processes, and therefor not something I should have to pay for. He said that it didn't matter, that due to their system limitations, it was their policy to charge shipping on items that were actually shipped, even if the order had been canceled.

I then asked who else I could speak to, since he obviously could not help me, and he told me there was no one above him, and no one else could help me. I informed him that there had to be someone else higher up that I could speak with who could correct this situation, because to the best of my knowledge, he did not own Sears, Roebuck & Co. He would not give me a name, telephone number or e-mail address, but finally agreed to give me a mailing address, and advised to send it to attention: Mike. He also stated it would do no good for me to complain, since this was their policy. Needless to say, I will NEVER shop at any Sears entity again, since they obviously do not have the Customer Service infrastructure necessary to compete in today's consumer world. Their complete lack of professionalism, willingness to cooperate and lack of regard for customer satisfaction leaves me wondering how they've stayed in business as long as they have.

I called immediately to cancel my order. They said it had been shipped. I asked if Sears guaranteed the price with its Sears stores and other stores. I was told no. The person was not helpful. 

I went to their online page and filed a complaint and found a customer service phone number. I called and was basically told I could return the doll if I wasn't happy with the price. I said yes I know that but the $20.00 is shipping cost is what concerned me.

I stated I would pay the charges to ship to me, I did order the doll. But whished Sears to pay the shipping return. They were selling the doll for $30.00 more than it sells for in stores. I do realize some of Sears' Wishbook items are about $5.00 more than at stores. 

But $30.00 is taking advantage of consumers.I was told that I could keep the doll or send it back it didin't matter to them. But I would be responsible for all shipping. I asked to speak with a supervisor and was told he was the highest person there. I asked for a phone, fax or address said he didn't have one. I called Sears billing and they gave me a fax and an address. I faxed and wrote a letter to them and the letter I wrote on their Web site and have not heard from anyone.  

I'm so disappointed in their customer service or lack of one. I'm a loyal Sears person and this has upset me.

I also ordered a race car costume and was told it would ship 10/14/99. Today I got a card saying 11/14/99. I called and the guy said it says here 10/14, I asked what my card meant he said he didn't know. But he would probably not count on the costume for Halloween. I have a 6 year old who is waiting for this. 

Sears Customer Service where are they?

Good question but with Etoys, Amazon.com and Wal-Mart are going after the online toy market, Sears had better wake up.

A few days after I ordered the scooter, I decided to buy a helmet and safety pads through Wishbook.com as well. As I checked out, I noticed that they had the scooter down on my new order and I assumed that it was because they were showing what all was being sent my way and what all had been purchased by me.

A few days later I got online to check the order status and noticed that they had 2 scooters on backorder for me. I called Sears and told them of the misunderstanding. They told me that their policy was that they cannot cancel an order unless it is on backorder. I told the CSR that it was and the CSR said they would cancel one of the scooters.

I checked the order status online several days after that. The order was never fixed so I called again. After calling 3 or 4 times about where the scooter was and how I only wanted one, I received both scooters (a week after my son's birthday).

Not thinking clearly, I accepted both boxes from the shipping service and brought them in. I ended up calling Sears again to find out what to do and how to return the unneeded scooter.

I wrote an email and a letter and sent them to Sears. After a call from a customer complaint rep, I ended up hearing from our local store manager, Patty Cooper. Patty seemed rather unsympathetic as she explained that this was a national problem and she was very sorry. She argued with me that there had been access all along and didnt stop until I conceded that there was technically access to all registries through local stores. (Not one of our guests, however was able to actually receive a printout of our registry via this method).

She then told me that she thought my request to receive half of the remaining value was just unreasonable. I told her that I expected Sears to make a counter offer but all she did was offer me a $25 gift card and a 10% off coupon for he next purchase of my choice. I told her that my largest dissatisfaction with the whole ordeal was that no one ever contacted us about the registry.

She did ask if I expected to receive an offer more like $200 (the remaining gifts totaled a value of $1953). When I said that sounded more reasonable she said that certainly wasnt what she could offer! I wish someone at Sears cared that my wife and I got overlooked and actually bothered to be creative and offer me something that wasnt an insult.

I dont even want their money. Free oil changes for a year. No interest on my Sears charge for 18 months. Something that lets us know that Sears does actually care. Unless someone from sears reaches out to us in that way, well never shop there again.We got fewer wedding gifts and many aggravated guests who could not access our registry.

That's when the problem started. Because our checking account was fairly new (9 months old) we had a low check number. The sales person had to call for verification.It was then that he told us that they would not accept our check because of the low check number. Now we had plenty of money in our account to cover the charge. Manuel is an underground miner and Montana is well known for this rich industry. We have also made major purchases other places with even lower check numbers, never had problems with sales or payment on the checks. Sears lost out on a $2,000.00 sale that day along with valued customers. After this incident,I will never set foot inside a Sears or give them my business.

This was not a credit issue and should not have felt like one. We were NOT financing the system,we were paying for it with a check. Seaqrs could have easily called our financial instituton to check our funds but did not. We feel discriminated against and highly insulted that they would insinuate that we didn't have the money to cover the purchase. They made us feel like nothing more than homeless people who walked in off the street.

In both instances I was told that my military ID card was not a valid form of ID, that they had to have a driver's license. I asked the cashiers what if I did not have a driver's license and I was told I could use a credit card for identification purposes.

I asked to speak to a manager and was told that that was Wards and Sears policy. My military ID has my photo, my SSN, features, etc. -- much more than what is contained on a driver's license. And it was an in-state check.

If I did not have my driver's license, I would not have been able to purchase the items. I can just imagine the embarrasment. Its almost as bad as being told you don't have enough credit available, or your check can't be accepted.

They called one night at 8:30 p.m. and I had already gone to bed and asked my husband if he wanted an extended warranty on the saw he had purchased. The next morning my husband informed me of the phone call and knew what his main Christmas present was going to be. I was angry since I had told them at the register that I DID NOT wish to purchase the warranty.

I called and they were less than sympathetic. They have been in business long enough to know that around that time of year people are purchasing Christmas presents and they could at least wait till after the new year. I left my phone number with an employee who was to give it to a manager for a return call. I never received a return call from him.

I spent hours on the phone because I was so angry that they had ruined my surprise to my husband. What really made me even more mad is the call from them again the very next night after I had vented to several people. They called for a second time and asked me (I answered the phone) if I wanted an extended warranty on the saw. I couldn't believe it. They had supposedly e-mailed the company or people responsible for the phone calls. I want this stopped so others do not go through this same aggrevation.

My mother was not informed when she contracted for this remodeling that it was not possible to duplicate a bathroom vanity with the dimensions she presently had. The day the top was to be installed she finally left the workmen to return to work. When she returned home, there were holes in the walls, every wall was scraped, nails and boards were hanging from the wall, leaking pipes, chipped sink, a vanity 35" high and a drawer barely an inch thick.

Telephone calls to the subcontractor in South Miami went unanswered and finally through Sears, who contacted their subcontractor, the walls were repainted; the nails and boards removed; and the holes, leaks and sink repaired. However, the height of the vanity and the drawer therein remain an inconvenience. The contract for this remodeling was signed April 30 1999. The final repair was made September 8 1999. My mom has paid for most of this fiasco, however she felt that since the vanity is now too high for her at 35" (she sits on phone books) and the drawer too small she should not pay the final $500. Sears has adamantly refused to honor her request and is now charging interest on her outstanding bill of $500.

I repeated this several times and he said yes, so I purchased the keyboard for 50 plus dollars. Well, here I am several months later and the keyboard stopped working. So I took it back to Sears thinking I would get a new one.

To my grave disappointment,that was not about to happen. The salesperson was no help so I asked to speak to the manager. He called him and explained to him what I had said and the fact that I did not have a receipt {it was never told to me that i had to keep the receipt indefinately}.

The manager in the Computer Department, Larry, came out and the first thing he said was: "Well where's your receipt"? I explained everything to him. He said, "Well what do you want me to do about it? You could have gotten that anywhere, I don't think you even bought it here. I gave him prices, everything, to no avail, so I asked to speak to his boss.

He told me, "No, I am the boss and what I say goes. No one is gonna over rule me."

This man was mean, rude and very uncooperative so I went to another department and asked who was in charge. They called the Night Manager, Steve. He was worse, called me a liar, said I didn't even buy it there and he wasn't giving me anything.

I was in tears. I paid almost $60 for a keyboard thinking that it was covered with a warranty that I found out they would not honor. I know for a fact that all store policies are no reciept no refund!! But you can exchange for something of same value or lower or pay the difference. {what if it had been a gift and i didn't have a receipt}?

I was willing to even take the cheaper one because the one I bought they no longer carried. I was devastated. I was being accused of lying and trying to get something for nothing and was told that I probably bought it from Target or somewhere.

I couldn't believe the things that he was saying so I asked, "If I go home and find the receipt then what, because you no longer carry this brand"?

He told me, "Nothing, I''m not giving you anything ... but what I will do is sell you this one for $19.99 and take $5.00 off.

I was floored. I began to cry more and I just walked out the door. I had to go to another store and buy a keyboard. I am a single parent, mother of 4, I work very hard for my money and it is plain to see that Sears flat-out lied to me and misled me into believing that I had something worthy of purchase. These two men never checked, looked up or did anything except accuse me of trying to rip off Sears. I am so hurt by this. I am a good person and I pay for what I get. I deal with the public on a daily basis and i know how they can be.but my god -- to accuse me of the things they said to me and I'm standing there in my work uniform. I was so embarassed, people were staring and whispering.

I have never been so humiliated in all my life. I feel cheated and abused. I don't know if it was because I am a female or because I am black {all blacks steal and cheat} or what, because Larry was black so I don't know why I was treated with so much disregard and disrespect.. I can't stop crying.

I have shopped at Sears for several years, I have bought everything from soap powder to a 54" TV, but they will never ever see my face in that store again.

I don't work for them anymore, but you wouldn't believe the bull**** that customers go through to swindle a dollar. The lady with the keyboard, accusing the associates of not dealing with her because she was black? Give me a break!

I worked in the computer department. Everyone knows that products have a warranty. If the keyboard broke, deal with the manufacturer. We don't make the product, we merely sell it.

People think that Sears or whoever is responsible for fixing 1, 2, 3, 10 year old things that break. I've had people return the shoes on their feet, demanding a refund, after they are worn down to nothing.

The customer is always right? Bull****. Customers lie, cheat, steal. They are heartless. I poured my heart out trying to sell TV's and VCR's and computers ... it's not worth it.

People need to realize that a million people shop at Sears every day. Chances are, something will go wrong. Sure, there are bad salespeople out there. Write a letter to Arthur Martinez, I can bet something will be resolved.

Your site is a disgrace to consumers and retail outlets. If you have problems EVERYWHERE you go, doesn't that say something about you? Where do you shop?

Last week I called and said I wanted my money back. They said a supervisor would call me back. They didn't. I would appreciate any help you could offer. In the meantime,I am paying interest on $526.05.

I have lost sleep over this knowing I was going to have to call them again and get the same response. It hasn't helped my digestive system either.

I returned all the items in 1 box (although they shipped it to me in 2 boxes). Nearly a month pasted and they finally credited my debit card but did not give me credit for one of the returned items (ironically, it was the only unopened item).

I called the Customer Service number on Monday after work and they were closed. I rushed home on Tuesday from work and called them. I was on hold for an hour when a customer service person finally picked up. I told her the problem and she said that the returns team had gone home for the day (they left at 4:30) and they would contact me in 3-5 business days and if they thought I was telling the truth, they would credit my card 5-10 business days after that.

I order from mail order a lot and I have never heard of such a thing. I told her that I wouldn't be home from work when they called (I work 8-5) and asked if I could speak to a supervisor, the customer service rep. then put me on hold another 45 minutes.

I finally got sick of it and hung up. I called them right back and this time instead of selecting the option for returns on the automated phone answering system, I picked the "place an order" option and they picked up in less than 3 seconds. Goes to show you they will treat you well to take your money but they treat you like **** when they are suposed to give it back.

The customer service supervisor I talked to said that she couldn't help me because the returns department was gone for the day and to call back when they are in the office. I called them this morning (Wed) from work, spent another 45 minutes on hold and when I finally got through to customer service, they said that they were not allowed to let customers speak to that department and that they would investiagte it based on my call and within 3-10 business days someone from the returns department would call me at the number I gave when I placed the order to discuss the return before a credit could be issued.

I told her that I worked (8-5) and would not be there to take thier call and the rep. told me that if I was not able to be at home when they called, I would not get a credit and that they couldn't call me at work because it was not the number on the order.

When I asked for her name and the name of a Manager that I could write to....she refused to give me a name and only said that I could send a letter to the attention of customer service.

I've been contacting them everyday for 7 days and no one can help me and no one has ever gotten back to me. The amount was $239.94. Due to this transaction, I have overdraft fees on my account of $ 175.

On May 29, I came home to find the kitchen table on my doorstep. I called again to complain that they sent me something I had cancelled from my order. Again, there was no record of any cancellation, but they offered to send me a packet of information on how I could sent the table back at their expense, and get a 10% discount on the rest of my order. To this day, no such packet of info has ever arrived (even though on subsequent calls, I was assured that it was sent).

On June 14, I called to ask about the missing packet of return materials and the other item in my order (the living room table set) which still hadn't shown up. This rep said that she would have someone come to my home to pick up the kitchen table, and that she would call me back by Friday (five days later) regarding the living room table set.

Later in the same day, I got my bill from my credit card company, which revealed that I had been charged for the kitchen table on June 6 (over two weeks fom the original cancellation and one week AFTER it had been shipped to me). I called my credit card company and told them the situation, and they agreed to issue a provisional credit for the disputed charge. I also wrote to them, explaining in detail what had happened.

On June 17, I received a call from a rather hostile rep who said that there was no record of any cancellation, nor record of any packet of returns info being sent out, no record that anyone was scheduled to pick up my item, and that if I wanted to return it, I'd have to pay for the shipping myself.

I asked to speak to someone else and was told I couldn't. I told them that my credit card company was now investigating this, and was given the address to write to for complaints.

After this call ended, I was frustrated about how to get this table off my porch. I called UPS (the carrier for this item) and asked if I could simply refuse the item, since I hadn't opened it. They said that I could, and that it would be sent back to where it came from.

I called Sears again to let them know that their table was now on its way back to them. This time, I was transferred to a supervisor who apologized for the earlier call and told me that they would give me a credit thirty days after they received the kitchen table back in their warehouse. I asked about the status of the rest of my order and was told that it as still being looked into.

On June 19, 31 days after placing my order, I got a call regarding the living room table set (still not delivered). They said it would probably ship on June 25. There was no record of any discount being applied to the order. I asked if I could just cancel my order, and they said they could try, but probably not, because orders had to be cancelled within 24 hours of being placed. Even if my order was cancelled, she said, the item still might be sent out, and I would still have to pay for shipping it back.

Basically, I feel trapped. They sent me something I cancelled, they they charged me for it, they wouldn't take it back at their expense, they aren't going to credit me for another thirty days AFTER they get it back, they won't send me the remainder of my order and they won't allow me to cancel it either. There must be some kind of limit on the amount of time they can string you along like this.

I've been living with cardboard boxes for furniture for over a month now, with the hope (until June 19) that my furniture HAS to be somewhere on its way to me.

It was not likely it would make here before Christmas, so I chose to cancel the order. The rep told me that she would place the cancellation but the item may arrive at my house. I do not want the item, nor do I want the hassle of sending the item back if it comes to my house. I would have to ship it back and pay postage for it myself.  

I realize this happens, but if I would have been told the item was backordered, I never would have ordered it in the first place. I don't want to wait for a refund from something I don't have because I need to go out and get a replacement gift right away. I would appreciate any help I can get for this mix-up that is not my fault. Thank you, Pam Prescott.

Pam should refuse delivery and contest the charge to her credit card by writing -- not phoning -- immediately to Sears and her credit card company.

So I could at least order the last thing on my list, but that I should call back two days after placing that order to make sure the same thing doesn't happen with this new order. So I called and it is still waiting for authorization, so now I have to call back on Dec. 14th to see if it went through.

I thought that all my Christmas shopping was done and that all the little ones were taken care of, but at least I found out before the date I was expecting to receive my order so that I still had time to fight the maddening crowds at the toy stores.