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Sears Complaint - Poor, poor customer service
Sears Complaint

Sears Complaint

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Poor, poor customer service


I will NEVER purchase another appliance product from Sears Roebuck and Company. The washer I purchased lasted only 1.3 months and of course the part is not under warranty.

I can tolerate the failure of the machine part, but Sears Roebuck and Company customer service is very poor quality and intolerable. They show no indication that the customer has any value or is of importance to them. They charge an enormous amount of money as a service fee as well as an analyis fee only to inform the customer that their trucks aren't stocked with the parts needed to do the repairs. This entail, then, that the customer sit at home another 4 hours on a second scheduled appointment. This is not acceptable service.

I predict we will see the demise of Sears in the near future unless they do something about the poor and deteriorated quality of customer service. My advice to anyone considering purchasing any appliance product to AVOID Sears Roebuck Company.

Doing business with Sears Roebuck and Company has left a very bitter taste. Not only will I never purchase an item from Sears Roebuck and Company, I will avoid even entering one of their stores. I wouldn't want to give the indication to others that I am a Sears customer.

Sears management, I suggest that you do something to improve your image and to do that you must begin with your customer service department. They are less than zero on a one to ten point scale. It is so poor I can't even visualize where you should begin.

The reason I purchased an appliance at Sears Roebuck and Company was because I remembered the once excellent customer service and believed it to still exist. How sad that not even a hint of that level of service remains. What a mistake!! Farewell Sears Roebuck and Company!


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Comments


KelNel says: (6 years ago)
 0
We have been loyal customers, spending thousands over the last few years. Our experience with the entire product protection plan and service today was so disappointing - we will not shop Sears again. We will shop local so out service, if necessary, is local.

We wasted an entire day trying to get a resolution for our issue, and it's still unresolved. From the 4 hour window for the tech to arrive turning to 6 hours, to a 25 minute wait time on the phone only to be transferred to a tech when we requested a supervisor because the rep., whom we'd spent 15 minutes trying to get resolution from, was unable to assist, to being told to call back tomorrow (and what, spend another 40 minutes on the phone??)...

Shame on you Sears for not making any attempt to resolve our complaint. You've lost us over $210.00.



gizzycat says: (6 years ago)
 0
I recently placed an order for a washer, dryer, and refrigerator. I called an associate over the phone before placing my order to check availability of all items on the evening of the 27th of May. I was told that all of my items were available for delivery by my required date of 6/26. I placed the order online and recieved my order confirmation number of XXXXXXXX. Two days later I received an email stating that one of the items that I ordered was unavailable for delivery. I called sears again asking if the item would be available for delivery on 6/26 and was told that it was available. I was transferred to another associate who told me that they were transferring all of the information to a manager and I would receive a call back about my order. I assumed, quite incorrectly that this would be taken care of.

The next day I called back again and found out that nothing had actually been done on this and I was being read a script by someone that could only look and see what was on the order computer screen. I explained everything again and at the end of the call I was told that everything would be taken care of and I would be contacted in 48 hrs. regarding the order.

Guess what? 48 hours came and went and no one contacted me. I called back and repeated the same story to yet another associate and I was told that they would process my order and that guess what, "Everything will be taken care of". Know what? It didn't get taken care of. A day later I get another email saying the refrigerator (you know the one that is being handled by the Sears experts) is unavailable in my area. I call again and explain everything all over again and I am told that the offline team is handling this and there is no need to worry. They are getting the delivery date set and will contact me. I do not want this item delivered immediately. I make it very clear when I want this item delivered and that I have been told by multiple people in sears order department that the item is available for delivery in my zip code on my required date on 6/26/12.

Two days later I get another email saying the item is unavailable in my area. Sounds to me like there is no one actually taking care of anything. I call back again and explain everything yet again. I am told that everything is taken care of. They ask for my credit card information again and give me a new confirmation number of xxxxxxxxxx. I get the email finally and the order has been placed for a totally different refrigerator that I do not want at a radically different price. My account has been charged for a refrigerator that I have not authorized purchase for. This is called theft. Plain and simple.

So I have to call back again and explain everything all over again. This time I am adamant about talking to a manager. After being on hold for 40 minutes I finally get to talk to someone that can speak English and appears to have some semblance of common sense that says that will resolve the issue. However; since this crack team at Sears has taken two weeks to totally screw up 1 simple order, the refrigerator is now unavaialble for delivery until July 7th. And at this time my card is still charged for the wrong refrigerator that I didn't authorize at a different price than the original sales price. Do you see a problem with this scenario?

Why is it so complicated and time-consuming to place an order with Sears and just have it delivered? Why must I spend 4 hours of my time on the phone to try and get their associates to do their jobs and yet I have failed to get any one of them motivated enough to process one order correctly? I have hopes that the last manager I talked to will get this taken care of but the word "Service" simply does not exist within the realms of Sears. I have some empathic feelings of shame for Sears at this time and quite a good deal of anger for wasting my time and basically stealing from me. My experience with Sears is totally unacceptable. If Sears had even the slightest regard for providing customers with a true level of service, they need to make some changes in the way the company handles orders and manages customers. My problem is still not resolved at the writing of this. I just want my refrigerator, washer, and dryer. Not different ones than what I ordered, and at the same price that I ordered them at. In other words, just simply fulfill the original contract that was made when I created the original order. I doesn't sound complicated but with the ineptitude of the Sears staff it seems an insurmountable problem.



Solong says: (9 years ago)
 0
Fan for years but experience lately tells me this company has a lot problems and I will never buy from them again. No resolution for me.



bingo says: (9 years ago)
 0
I bought a water heater at Sears on 3/22/09. Before purchasing I was told it would be in the following Wednesday. After paying, I was told it would be 4/1/09. Okay, I can live with that. Now I get a call and a recorded message tells me it will be 4/6/09. I shouldn't have to live without hot water that long. Last time I dealt with Sears they cost me hundreds of dollars not once but twice. There's too many places to shop to give you second chances. Now I'll wait and see if I get another call on 4/6/09 saying it's not available. Wouldn't surprise me in the least.



1234 says: (9 years ago)
 0
sears is the most despicable store that i have ever done business with I will to this day never again buy from them again



1234 says: (9 years ago)
 0
sears is the most despicable store that i have ever done business with I will to this day never again buy from them again



1234 says: (9 years ago)
 0
we buy a washer from the mchenry outlet store , can not get anyone out to fix it is this how yous treat a customer you will soon loss our business take our money and run thats sears.



1234 says: (9 years ago)
 0
sears is the most despicable store that i have ever done business with I will to this day never again buy from them again




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