"Place an order for a set of bed linens on 8/26/13. Next day, I receive an email saying that my order's been shipped, cool! Two weeks later, I remember that it was supposedly shipped, so I look up the UPS tracking number, and evidently it had never left the warehouse.
I contact sears.com customer service, who tells me that it will be shipping within a couple days. Great. In two days, I get another shipping notification that tells me it will be delivered 9/17. Nothing shows up, and the UPS tracking says it was "returned to shipper due to incorrect address".
Contact customer service again. I'm told by "Russell" that it STILL has not left the warehouse, even though the order status on sears.com is marked "DELIVERED". He says to wait 7-10 business days for the warehouse to review the issue.
Seriously? It's a friggin' set of linens. If I hadn't had a gift card, I never would have shopped at sears.com... after this fiasco, I never will again.
Update: 9/19, received an email that my order was being canceled and refunded. The gift card I used would be refunded in "about 7-10 business days".
Unreal. Garbage company."
"Bought a freezer online- the local store was rude and obnoxious- First he said he couldnt get it loaded (I took a trailer with a ramp) I said I could if he couldnt. Then he said he couldnt do the charge transaction as I was told he could-ended up telling him to keep it. I told him to cancel the order- he said he couldnt. Their website says online orders should be cancelled with the local pickup store. I just left. Called customer service and the order had been cancelled even though the store clerk said he couldnt. Wasted $30 in gas going to pick up a freezer I dont have."
"AWFUL AWFUL AWFUL! this company is so fraudulent and deceptive--bought a fridge with 3 year warranty and when my ice maker didn't work they sent a repair company 6 times, each time the repair company said they couldn't fix it and that SEARS TELLS THEM NEVER TO SAY THIS because SEARS WILL NOT REPLACE THE REFRIGERATOR!!! SEARS IS A FRAUD--DO NOT EVER BUY ANYTHING FROM THIS COMPANY , ESPECIALLY NOT A WARRANTY AGREEMENT--IT IS A LIE!!!!! SEARS IS A COMPANY WITH POOR ETHIC, POOR STANDARDS OF CUSTOMER CARE."
"The delivery guys came and the door was 3 inches wider than the freezer and because i was on the second floor they didn't even bother trying, they right away said it doesn't fit and we are taking it back to the store when i approached them that i had a bigger fridge that went through that door easily they answered we don't care you can call whoever you want we are not even trying. such nasty people..."
"I will never shop at Sears again! After waiting a week for service, they showed up with the wrong part. He said they would call us to reschedule service, and instead I got a message to confirm that we had CANCELLED service and were going to fix it ourselves, but if the message was in error to call them back. I called back and told him them that we had NOT cancelled service. I was told that I could not have received the message we received. I offered to play them the message, and then they told me I would have to call back another day. I asked to speak to a supervisor, was put on hold for 25 minutes, then someone picked up the phone, and hung up on me. Foolishly I called back and asked to speak to a supervisor, and was put on hold for another 10 minutes. This time I hung up after no one came on the line.
I also purchased a washing machine for my daughter. They scheduled delivery for between noon and 4 p.m. She left work early to be home by noon. At noon they called her to say they'd be there at 2. Then they called her at 2:30 to say they'd be there by 4. And so on and so on. At 9 p.m. they said they'd be there by 10 p.m. At 10:30 PM! they called her to say that they'd deliver it the next day."
"Poor is a kind description of their service. Seriously, at this point is it worth experiencing the absolute dregs of big box retail customer service to shop at this dying dump? There are very few items that Sears offers that cannot be had elsewhere, much times at a much lower price. Sears sucks and I only hope their hourly employees can find employment elsewhere really soon. They are dying to BK so they can offload all of their overpriced, under serviced merchandise. This will allow them to restructure so as to fleece another round of shareholders a few years from now. Their business model is barely sustainable and combined with their pitiful customer service the safest bet in the world is that they go under within 2 years. Oh, and the world will be a better place when they finally do die."
"HORRIBLE EXPERIENCE- I ordered a lawn mower and a trimmer. The trimmer was delivered..ended up changing my mind on it and bringing it back to the store. They opened it there and said was there something wrong with it? I said "no, just won't really use it" they said well it's been used. (I never even opened the box when I got it) they had sent me a USED trimmer with mud and grass still stuck to the bottom of the blades! On top of that.. the lawn mower I ordered was never delivered. They said they made an attempt but I never got a sticker on my door. It was never delivered before the time frame they said it would so I said just have them ship it back to your warehouse and refund me. Now I've been calling to get my refund but they wont refund me because they can't locate the lawn mower. They outsource all of their work, customer service and delivery- so when you call customer service they have to call their delivery company. IT'S A JOKE!! "
"I placed online in early June. After a month without receiving any update on my order, I checked and they said the order was missing. The rep told me to reorder and they'll issue me a refund on the initial order. I check on the refund multiple times, each time the customer reps said 3-5 business days yet nothing happens. The rep would blame the previous rep for not forwarding the request. It's been over a month since asking for a refund and still nothing."
"Whatever you do, do NOT shop at Sears!
I got a phone call confirming my delivery date, so took the day off work so I would be home to receive my items. No one showed up. At 4:30 I called Sears. Turns out it hadn't even shipped from their supplier yet. Great. Next delivery date, the guys show up - dump three huge boxes in my entry way & disappear. SO. A week later, I still have no clue how to move these stupid thugs out of the way, let alone assemble them. (Even tho when placing my order Sears said their extremely high delivery charge covered assembly - which is the only reason I paid it). "
"I purchased an ultrasonic cleaner online from sears.ca and had a bad experience.
I know this review should be for sears.com but I do not differentiate; it's the same company.
I recommend to everybody to stay away from Sears.
Please read the following email I have received from them after I left a review on their website.
"Hi chigamoto,
Thank you for submitting your review to Sears.ca. We unfortunately could not publish your review on our site because it did not meet our posted submission guidelines. Please review the reasons below:
Your review refers to a customer service issue
We therefore ask that you please contact our customer service department in regards to this review.
Here is a summary of your review:
Really disapointed!
I ordered this product online and waited two weeks for it to be delivered to the closest store to me. When it finally arrived I picked it up and took it home. Unpacked it and plugged the device in just to find out that it wouldn't even turn on. Great... I took it back to the store where I was refunded the money without even an apology for the inconvenience or waiting time etc. nor been offered to get it replaced with a working product. The real surprise came after I received my bank statement. Sears only refunded the price for the product but not the shipping charge."
"
"I ordered a dishwasher online and had it delivered to a local store. When I got the dishwasher to my home and unpackaged it we found it had been damaged in the factory. The damage was very visible and I am disappointed that they would even try to sell a customer this product. I took the dishwasher back to the store, the same store I picked it up from, and they said they couldn't do anything because it was an online purchase. I have spent the last month on the phone with customer service trying to work out a return and refund. I have spoken with 5 different associates and have gotten the run around from all of them. In the mean time, I had to buy another dishwasher. I have now paid for 2 dishwashers and only have one in my possession. The last employee I talked to said they were processing a refund and would see the money back in my account within 3-5 business days. It has now been 6 business days and no money."
"Bought a fridge and was told it would be deilvered in 5 days, Friday. Thursday PM get a call saying it will be delivered Friday AM. Friday AM I get a 7 AM call waking up my family where an automated message says it won't be delivered today and they don't know when it might be delivered. Nice. So I try (I mean try) to cancel my order and after the 4th try I think (?) it's be canceled. I tell them that I took the morning off to receive this and if they want my business again, send me a $100 gift card otherwise they're off my list. They say they "don't do that kind of thing." By thing, I think they mean "customer satisfaction." Stay away from this outfit"
"I should have read the reviews here before I placed the order.. I spent 1300$ ordering a kingsize mattress & boxes on sears.com on July 4th 2013.Before they were delivered I kept getting calls that the mattress delivery was gonna be delayed and I need to call to arrange a new delivery.
Called twice with 30mins waiting. And it's delayed. It took me one week to get everything. Then I found the boxes were too big/thick for the frame I just ordered.
So had to call back to arrange an exchange. I was told it's arranged and somebody would call me in 48 hours.. Never got this call!! Called back again after 3 days and were transfered between different apartments..
Each time had to waiting more than 30 mins,. Was told again that exchange was already arranged!. Called back after another 2 days,. Was transfered three times and finally found out I have to pay 92$ for the exchange + delivery fee.
No one told me this before!!!
The delivery day was set for July 24th. I payed the money hoping everything will be settled. "
"Sears by far has the worst customer service! They take you around in circles without any resolution to the matter at hand. They promise a phone call back, and you will not receive one. If you ask to speak to management you will get the same...no response. If you plan on buying something from Sears, you better hope you never have to call their customer service because it will be a waste of your time. I'd save my money and go elsewhere."
"NEVER buy from SEARS online - BIG mistake!
They use fraudulent resellers!
The worst being - myOTCstore -
I ordered a product
In 30 days I have NO product
Was given a FAKE tracking number
Reseller will NOT return phone calls
Sears WILL NOT refund my $$$$
It is a complete rip-off
Do yourself a HUGE favor & stay with Amazon or Etsy
It's a SHAME - Sears used to be an American Icon of merchandising
NO MORE!!
STAY AWAY FROM SEARS!!!!!"