Horrible Customer Service At Sears
I have attached the following letter I written to the company that describes Sear’s horrible customer service
I have been a long time customer of your company but recently I bought furniture from your Scarborough store for the first time. I have had a horrible experience with your company since. Your logo reads “Quality, Value, Service, Trust†but your company fails in all four of these areas.
I bought a sofa and a set of tables from your William Kitchen Road Scarborough store on August 24, 2008. It was set to be delivered more than one month later on October 8, 2008 from 12 noon to 6pm. I took that day off to wait for this delivery. I received a call the morning of Wednesday, October 8, 2008 from your delivery department telling me that the items I purchased “did not get on to the delivery truck in time†and hence my delivery had to be rescheduled and the next available delivery date was the following week. I was very unhappy about this given I cancelled my patients that day in order to be home to open the door for the delivery people. I settled for having the delivery rescheduled for Thursday October 16, 2008 from 5pm to 9:30pm. I confirm this delivery the day before and the morning of. I cancelled my plans for the evening in order to be home again. I then got a call on October 16 at 6:30pm from the delivery man stating he was at 55 Rosedale Avenue West. I told him I was at 55 Via Rosedale. I told him I did not understand how he could be at the wrong address since my Sears receipt specifically has the address 55 Via Rosedale printed on it. Nevertheless, this delivery man refused to turn around (he states he was heading south and not north) even though he was only a 15 minute drive away. As you can understand, I became very angry as this was the second mistake your company made and the second day you caused me to waste. I phoned your delivery inquiry line. They were very unhelpful except to tell me that the saleperson Pedram at the Scarborough store entered my address incorrectly on the delivery system. They then transferred me to your corporate customer service line. There I spoke with an agent named Sarah who told me the best she could do was to arrange a special delivery with another truck for the following Saturday with a narrower delivery time window. She states she will call me back in a couple of hours to confirm this delivery time. When I did not hear from her by 9pm, I called your corporate customer service line again and spoke with Meridith and explained my whole story again and she states she could not help me and whatever Sarah promised to do was between me and her. And Sarah never ended up calling me that night.
I called your customer service line again the next morning at 8am and spoke with an agent named Tina. I had to explain my whole story again since she did seem to know what was going on with my delivery. She stated that my address on the delivery system was 55 Rosedale Avenue West. I told her that this was the wrong address and I did not understand why it has not been corrected yet. She told me that she will call me back after she looks into the situation. I got a call back from yet a different agent at around noon telling me that a Saturday delivery was not possible now and the next available delivery date was October 20 from 1 to 6pm. I told her I could not cancel more patients in order to wait again for this delivery for the third time. She told me that the next evening delivery date was October 22 from 1 to 9:30pm! I asked her why was the delivery window larger than previously offered? She told me that this was the only option offered in my area. That was ridiculous! Basically, your company made no attempts whatsoever to make up for its mistakes. Your company instead expected me to settle for an inconvenient larger delivery time window and expecting me to waste more of my time. I got very frustrated and asked this representative to cancel my order and to get a refund. She told me that she will notify the store. I could not believe that I already paid my bill in full and still have not received the items I bought almost two months ago.
Given the experience I had with your company staff not keeping their word and the evidence of poor communication within your company, I drove all the way back to Scarborough from Brampton to speak to the salesperson Pedram on October 18th. I explained the situation to him. The store had no idea that I requested a refund. Pedram had the audacity to ask me what the problem was since the furniture was scheduled to be delivered on Monday. Not only did he not apologize for entering my address incorrectly on the delivery system, when I told him that I wanted a refund, he brush me off and walked away stating that he could not help me any longer. Luckily, I got help from another office staff and got my refund on my American Express card. I could not believe how rude Pedram was and how he did not show any regret on his sloppy, inaccurate computer entry that cost me wasting my time. It is also ironic that when I got home, I got a phone message from your delivery department stating the furniture was set to be delivered Monday. Again, this is evident of your company’s poor communication within itself.
The bottom line is that I can’t believe that a big company like yours would have such poor customer service. Part of the problem is outsourcing your delivery service; having sales people who are rude and do not treat customers with respect and who do not take any responsibility for their mistakes; and having customer service agents who do not take any responsibility nor follow up on what they say they will do. I spent $20 on prepaid calling cards on my cell phone alone just talking to your customer service department. I am totally frustrated and am seriously contemplating on whether or not to ever shop at any of your stores again and whether or not to share my experience with the larger community. Basically, your company can never make up for the frustration and time I have wasted as a physician. But the least your company can do is offer an official apology from your company and from Pedram. I am asking that Pedram get reprimanded for his disgusting customer service. I appreciate you reading through this letter. I may be only one customer but having poor customer service like this will eventually affect your bottom line if not already. I hope lessons can be learned from this case so that your company improves and another customer will not have to go through the same horrible experience as I did.
Sincerely,
Lien Luu
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
November 2nd, 2008 at 10:09 pm
I am not surprised in the least by your experience, but sorry it happened to you.
December 15th, 2008 at 4:06 pm
I’m posting a complaint letter to Sears also, since I’m sure I will never get a response from the company.
I’m writing in regards to refrigerator purchases I recently made at a Sears outlet store. When the original refrigerator I bought was delivered, it began running and never stopped, nor did it ever get cool. I tried several times over the next two days before I got a hold of an actual person to speak with, only to be told that I would have to call back the following day because they were closing soon. A repairman couldn’t be sent until the next day and by then, all of my food had to be thrown away. A new compressor was placed on emergency order and the repairman was supposed to return in another two days. The night before the repair was scheduled-anywhere between 8am and 5pm-I got a call cancelling the appointment, because although the part was on emergency order, it was still stuck in the factory. They promised they would call back the next day to reschedule for a time as soon as possible. Two days and no phone call later, I went back to the store to see what they could do for me.
At the store, I was told they could sell me another one if I wanted, but I couldn’t get my money back for the old one until it was back in the store. They also couldn’t pick the old one up at the same time they delivered the new one, because that had to be scheduled separately. I was getting desperate at this point, so I made the mistake of buying another one and cancelling the part for the first one. I was told they don’t deliver on weekends, so unless I want to take it with me, it would be 2 or 3 more days.
I received confirmation from 3 different people and the automated system that the delivery would be made after 6:30 pm so that I would not have to take off work. I got a call at 11:30am asking if I was going to be home in the next hour, because it needed to dropped off by 5:00pm. He had someone call me to reschedule for the following day, but I couldn’t be given a time until the automated system called. It never called. I went back to the store and the store manager called a regional manager to deal with the situation. Neither of us has ever received a call back from him.
A few days later, the manager and I spent three hours on the phone with eight different people just to set up the pick-up and refund of my old fridge. They couldn’t set up the delivery of the new refrigerator yet however, because they couldn’t locate it. Apparently, it got lost in the shuffle between the store, which is about 4 miles from my house, and the warehouse, about 20 miles away, where it first had to be taken in order to be brought to my house.
The next day, the refrigerator was tracked down and delivery was set up for Sunday, although I was previously told no deliveries are made on weekends. I got the confirmation call and an hour after my window passed, I called to see where my delivery was. I was told that the team was just running a little late and would be there any minute. They never showed up.
I called first thing the next morning, expecting an apology and an offer to bring it over that day. They offered to reschedule in another 2 days and couldn’t even give me an explanation as to why it wasn’t brought the night before. After more phone calls, I finally got someone from the local distribution center to arrange delivery of the new one and pick-up of the old one all at the same time for the next day. That was 2 weeks ago and I still haven’t received a refund for the original refrigerator that was returned.
I am extremely unhappy about this situation. Between throwing out about $50 worth of food and $40 worth of medication that needed to be kept cold, missed work, 2-$65 delivery fees, eating out for almost 3 weeks, and interest on my credit card, I have spent almost twice what the original refrigerator cost me. While I didn’t purchase the protection plan, I would expect some reimbursement considering the product I bought was brand new and defective from the beginning. Although the store staff was very helpful, I certainly expected better service from the company itself. I have since heard numerous and similar complaints about Sears and I thought you needed to be aware of these situations. I can tell you that I will most certainly never shop with Sears again and will make sure none of my friends and family will either.
January 13th, 2009 at 6:01 pm
“BUYERS BEWARE OF SEARS CUSTOM FIT WINDOW TREATMENTS” I orders $300 worth of custom fit shaded I mearsured twice research and finally committed and ordered the shades that I thought were best described to my needs. However when they showed up I hated them!!!They were nothing like they were described , they were advertised as fabric , but are more like a type of screen with holes all through them , they offer no privacy , you can see right through them ! Which kind of defeats the whole point of shades. I phoned sears made my complaints three times and they will do nothing from me because there is no returns on custom fit shades. They take no resposibility for there false advertising , I get better customer service on ebay which is very sad and dissapointing. I will never shop at sears again!!!!!
January 23rd, 2009 at 12:13 am
I am writing in regards to a problem I had on my LAST day of shopping at Sears. Jan.18/09 I was buying a coat that was on sale for half price, when I thought I would put the purchase on my credit card, it did not go through I never paid my $30 on time so was declined. The associate called the store credit dept. she put me on the phone,with many people behind me. While on the phone she asked me my name, address, birthdate and phone number,only to say I was behind in my payment by 30 dollars so could not use my card. I was embarrassed and find this sure is not good customer service, and now with the new Pepita law for privacy. I did buy the coat paid cash came home and paid my bill and will never buy another thing from Sears. and for the girl from the credit dept. asking me these questions only to say they would not let me charge it. So for thirty dollars you lost me as a customer. I feel you need to change this policy as this should be a private matter, concerning the Pepita law.
February 5th, 2009 at 5:20 pm
On Dec. 21st I purchased a Christmas gift. I paid by Visa. I asked for a ‘gift receipt’ and was told that they would have to void my transaction and put it through again if I wanted a gift receipt. I said please do that. They voided my transaction; put it through again, but, this time the sales clerk forgot to input for a gift receipt. They had to void a 2nd time and put it through the 3rd time. So at this point we have 3 sales and 2 voids.
Looking at my credit card balance (on-line) about a week later it showed 3 sales and only 1 void. I called the credit card company and they temporarily removed one of those transactions. They got in touch with Sears and told them the issue. Sears verified that those sales were correct and even sent in the sales vouchers without sending in the corresponding voids. So the temporary void I received from the credit card company has been removed.
I contacted the store and one of the supervisors went through the receipts. She verified that yes there were 3 sales and 2 voids. She asked me to bring in my credit card statement so they could verify that I had indeed been charged for the same product twice. I did this. I also brought in the documentation from the credit card company showing how Sears had supplied them with 2 sales vouchers but no voids. Now they are saying they want my next credit card statement.
How is it possible for a company the size of Sears to have no auditing process? The supervisor says by looking at her receipts everything is fair & square. I told her to verify all receipts sent to Visa that day and it should show they are OUT by the amount of my double billing. Her response was “oh, I can’t do thatâ€. Of course not, but, someone in the billing department should be able to.
After all my phone calls; inquiries etc.. everyone keeps pointing to someone else. I finally decided to give up. I’ll pay twice. For less than a $100 transaction they lost a pretty loyal customer forever.
February 27th, 2009 at 11:40 am
What is going on with Sears? I have had a miserable time dealing with them on my dishwasher installation and repairs. Their customer service agents are rude, disrespectful, and all-around ridiculous.
I purchased from Sears because it came with the expectation of great customer service. Needless to say, I will NEVER buy from Sears again.
March 2nd, 2009 at 7:48 pm
The stove was purchased in December 2007. A couple of minor repairs were put off until we dripped something in the door, a design flaw. This third thing caused me to call since we had paid the 3year service warrantee.
I took a vacation day to be at home regarding the service call. At 5:00 that day the technician called to say that he could not come but would clean the oven door free of charge because of the inconvenience that he had caused. He stated that he would come the next week and phoned when we had something in the oven cooking and said that he would be there in 5 minutes. Since the repair had to do with the convection fan in the oven it was not practical for the oven to be looked at that point.
Nothing else happened until we arranged another service call. A vacuum repairperson arrived at the next call. We have a stove!!
Nothing was done again until we called and again arranged a time for another technician.
He did come and assessed what next should be done. I believe there were 2 other cancellations of times and another ½ day of vacation was taken.
My time is valuable!!
The technician eventually arrived and repaired the problems with the stove but refused to do anything about the oven door until I agreed to pay which I did because I wanted it to be cleaned. I, of course, registered a complaint that day and am completely frustrated and angry with all service at Sears.
Again I had to call to ask what was going on because no one returned my call to tell me what the problem with the service was. After a lengthy complaint, the service person agreed to compensate with a $100.00 gift certificate. It never arrived so I called again today, only to be told that you would not be sending this certificate, the first time I was told this and indeed I had to call to ask. Another angry and frustrating call with your service department but was asked to accept a $50 dollar gift certificate.
They will lose a customer for life unless I hear back at least an apology for such shoddy business dealings and I, in fact will tell everyone I know never to buy anything from Sears and expect to get the service that any reputable business would offer.
March 13th, 2009 at 1:20 pm
I believe that my story is no different than the above…on all of these accounts, there is no reputable dignity to this company any more..my story has to do with their maintenence and warrenty..where do they get these people , their mannorisms are completely rude and will continue to lose business because of these people…one by one will become many and there will be a day where sears will falter and will no longer be a company..will they actually have the mindset to wonder why?..knowing how the company is run..im sure they will be that ignorant.
May 11th, 2009 at 4:31 pm
I amde this complaint April 22 2009 and have still had no response.
——-
Brent Hollister
President and Chief Executive Officer
500 College St. East
Belleville, Ontario
K8N 5L3
Mr. Hollister,
I am writing to you in utter amazement at how horrible the service has become at Sears Canada. It is absolutely incredible, in this recession, that a major store like Sears would permit the kind of experience we had last Monday to have occurred. I also deplore the way Sears handles its retail business now – it is completely anti-consumer.
We went to the baby section on the second floor of the Sears store at Fairview Point Claire to buy a crib. We went to one salesperson who took us over to the baby registry computer screen. She opened the screen and when my wife said she’d like to see it in English so that she could understand the information this person gave my wife a tired look, changed the screen to English, and then asked another salesperson to help us. The crib (Monique style) was reduced $30 from $319 to $289, and had to be paid for now even though delivery would not be until July.
The bill was given to my wife – $319. My wife reminded her it was on sale. The bill was changed and then it was $299 – the salesperson thought the price was $329. Finally it was adjusted to $289 which had been clearly indicated on the sales card on the crib.
I strongly object to paying now, in full for an item that we may not have for another 100 days. You now have $327.33 of our money for this period and we have nothing. Sears is charging account clients almost 30% interest rate. No other store we know requires a person to pay in full unless and until the product is delivered.
Other experience at Sears does not even give us much confidence in the July delivery. We have had our name on a call list for a 4 slice Kitchen Aid toaster since last Fall. No one has ever called us. On Monday I asked it had ever come
2
in. I was told yes, two months ago (however I don’t know if this was true). We were also told last year that Sears doesn’t order stock; the manufacturer decides when to send stock – a fascinating way to run a retail business today.
Overall we’re not very impressed with Sears Canada lately. If ever a store deserved to go out of business it is Sears because of the sloppy way it is managed and the way customers are treated.
Trevor Smith
June 10th, 2009 at 4:31 pm
Sears is the worst for customer service. Should you require any service from them it’s like pulling teeth. You never get a straight answer and the service sucks. I will no longer purchase anything from Sears. Pretty sad when you purchase a big item over $ 1000.00 and it breaks down after 5 months of use. Then having to wait for a month for a contractor to show up and then be told he needs to order parts. We have now waited 2 weeks and still am not able to use the appliance. What has to be done in this life time to get proper courteous service ?
June 21st, 2009 at 12:21 pm
I need proper complain no of sears canada, not a call center complain no. So kindly give me any athentic contact no then I ‘ll contact them regarding my issue.
July 2nd, 2009 at 1:20 pm
No big surprise. Most companies farm out services to call centers where they will hire anyone who can operate a computer and talk reasonable English. I worked at one of these call centers and it’s a modern sweat shop where only the most desperate characters will put up with the idiots in charge. There are hundreds of people in the same room taking calls, never allowed to talk to each other and the call times are monitored. If you speak to someone too long you get in trouble. A terrible place to work, so no wonder the people are rude, they have to be to get rid of you to keep out of trouble.
July 2nd, 2009 at 2:21 pm
Email sent today:
To whom it may concern:
As you can see from the information below (which contains the order number and my information) I recently ordered a portable air conditioner. If you look at the history of my account you will also note that in the last year I have spent a considerable amount of money with Sears on some large ticket items and until this week I had planned on some more purchases.
The purchase of the Air conditioner has now changed my opinion of Sears and how they treat their customers and view their customer’s time, I don’t think I will ever order anything from Sears again.
When I placed the order for the AC unit I was given two options for delivery: 1) Pick it up at a store free of charge or 2) have it delivered for a fee of $60. When I looked at the expected dates of each of these options, having it delivered to me for the fee of $60 was fastest way to get it and I was given the option of having it delivered on the 30th between 8 and 1 or 5 and 9. If I chose to pick it up the date would be the 2nd of July and due to the humidity and the holiday I wanted it sooner than later so I chose the delivery to be on June 30th between 5 and 9. On Monday I received a phone call confirming the delivery and making sure that someone was going to home during this time and of course I agreed someone would be. On June 30th I left work early and turned down invitations for Canada Day parties so that I would be home to receive the shipment. I arrived home at 4:30 and began the wait. 9:00pm came and went with no truck or phone call as to why the delivery was late. At 10 minutes after 9 I made my first call to the delivery centre and was advised the AC unit was on the truck and that truck may be tied up but it should come eventually, but if didn’t hear anything by 9:30 call back. When 9:30 came I was angry that I wasted my night sitting at home waiting for a non-existent AC unit to arrive and I called the centre back again. At this point the agent refunded the delivery charge but stated that the truck may still arrive and if it didn’t please call back at 10:30pm my time. So at 10:30 I call once again to hear an agent tell me that we need to reschedule the delivery for either Friday between 8am and 1pm or Saturday between 8am and 5pm. I think my exact comment to her was “You have to be kidding me, my AC unit is on the delivery truck now and I have to reschedule for either Friday morning when I am at work or Sometime during the day Saturday and of course I have to sit and wait all day until it comes?†It was at this point I suggested they drop it off at my local pickup centre so that I can have it for Thursday, which the agent then informed that redirecting the unit could take 4 to 5 days for me to get it at the pickup centre. When she told me this I know I started to laugh and said to her “My ac unit is on a delivery truck now but has to be taken off the truck and rescheduled for a delivery two or three days from now, how come they can’t either drop it at a store or bring it to me Thursday late afternoon or evening since it is already on the truck?†I was then told that delivery times cannot be narrowed down any farther then they currently where and scheduled deliveries take precedence over store shipments, that the reason they could not deliver it Thursday to me was they already had a full schedule of deliveries to make and the reason it could not go to the store on Thursday was they needed a full truck load before they would send it out.
So this morning I called the customer service line to see if there was any updates on what was going to happen and a lady named PAM informed of a couple of things:
1) The AC unit was never on a truck for delivery Tuesday
2) The $60 compensation I was given (yes not a refund for a service I didn’t receive but compensation) was more than fair for the situation and frustration I am dealing with.
3) That the special deliveries team was now handling the “case†as the item was now marked missing, this was right after she told me that she could tell it was sitting at the delivery dock and the reason it didn’t get shipped was it didn’t arrive on the dock until 1:45pm on Tuesday and the drivers load their trucks early in the morning.
My questions at this point are:
1) Why didn’t someone call me to say the item was not going to be delivered? They called to confirm the day before, because the delivery guys time is so damn precious we wouldn’t want them to come all the way to my house and have me not be home so why is my time any less valuable?
2) Why would a customer who was promised a delivery one Tuesday not be priority on the next Business day?
3) Can you have your customer service agents stop calling a refund compensation? Sears has not, and by the sounds of what is now happening, will not provide this “Delivery service†to me so why should I have to pay for it?
I honestly thought that Sears was a better company this, I guess it was due to the fact I almost always dealt with my local store when I wanted anything. Well Times have changed in Canada and guess what Sears isn’t the only store buy from. If I ever get the AC unit, it will be the last thing I buy from Sears for a very long time.
No repsonse as of yet, but I will update the site with what happens!!
Fliehigh
July 10th, 2009 at 12:00 am
Sears has pushed me too far. Their customer service is horrible and I am in the process of cleaning my home of all Kenmore and Craftsman products. I live in Saskatoon Saskatchewan and urge others to shop elsewhere. They care so little about customer satisfaction that they no longer should be in business. I will never shop there again!
July 14th, 2009 at 11:39 am
Does anyone have the email address or phone number of a corporate official for Sears? I have had an ongoing, daily battle, with Sears for 1.5 months regarding a refund.
July 25th, 2009 at 12:14 am
Well, I also have a complaint too about items on sale. I wanted to buy a Vogue bra that were advertised 45% off that applied to a range of prices. We went and paid for it and I was charged full price.($31.00) I went to the department and showed her the sign. Today is Friday and she said : “Oh that is for tomorrow..see”. She lifted the signage out of the holder only to reveal the dates effective in really fine print, which was covered at the bottom of the sign. Why couldn’t they put the effective dates in bold at the TOP of the ad? That cheeses me right off.
Reluctantly I had to accept the bra and she said you can return it tomorrow but you know what? I can only imagine what troubles I can encounter by returning undergarments.
To put it plainly, the way they advertise sale items is sooo lame!
Why do they have the mentality of “taking the money and run”?
I can’t shop there ever again. Alright SEARS…you’ve just made ‘The List’. I don’t even want to get started on their poor quality clothing.
I will shop at the BAY. Sears sucks.
August 1st, 2009 at 6:20 pm
I am very disappointed with my new Jenn-Air dishwasher. I had a friend recommend Jenn-Air to be last May (2008) when we were renovating out kitchen. In June, it wouldn’t start and I phoned Sears (where I purchased the dishwasher) and they said that it was past the warranty date by 3 weeks and I would have to pay for a service call which was 64.00. When the service technican came out, he indicated that I required a new panel which would cost approx. 300.00. This shouldn’t happen with the normal day to day with 2 people living in a household and washing the dishes every second day. Normal wear and tear should be able to last longer than 13 months. Needless to say, my old Kenmore of 10 yrs. has never been serviced, and a Jenn-Air which we spent 1300.00 on lat May, needs dollars put into it already. I am really disappointed with the customer service with Sears and Jenn-Air appliances
September 16th, 2009 at 9:10 pm
I have a top of the line Kenmore Elite stove ($3000). The stove is less that 4 years old and two evenings ago the control panel started on fire and black smoke spewed from the back of the range. I called the service department and explained the situation (I had previous errors with the electonic control unit)but the past service “advice” was to flip the circut breaker on and off to correct the problem! The service rep that I spoke too was very sympathetic and stated that due to the past problems the range would be fix under full warranty. The next day the service tech comes out to diagnose the problem and states that the ECU needs to be replaced (big surprise) and is would cost $411 plaus labor. I told him that he service rep promised it would be covered under warranty. The service tech called the service center and told me that there was no record of this repair being under warranty. Sears has lied to me, basically committed fraud in order to permit a service tech to come to my house so that they could charge me for the repair. After hours of telephone calls and discussions, I finally gave up. But, being as short sighted as they are, Sears does not realize that they have lost not only me as a customer (I have spent over $15000 on appliances over the last 5 years), they are going to lose many more, courtesy of me.
Thanks Sears for wonderful customer service!, see you at your bankruptcy sale.
September 25th, 2009 at 2:52 pm
I am laughing as I sit on hold, currently connected to sears call center for assisting in locating the status of you insured repaires.
SEARS YOU ARE IDIOTS.
The phone choice clearly says to push 1 for this information but the person at other end says call the store were you took the repair.Then the store says to call the nuber that said to call the store,Anyway round and round we go.The store is clueless and the guy at the help number says he is only a call center and knows nothing and I must call the store.
OMG help.Finally I lose it, I insist that Mr.call center either get me someone who can help or his immediate boss as I am not running around any more.I feel sorry a bit for the poor kid as I absolutly lost it with him.But I have watched and listened to my wife three times now get her blood pressure so high she is ready to blow a gasket. These poeple shpoould spend a little more money on the services they promise and less on putting a tree killing catalogue on my door step every other week.Anyway It seems the kid at the call center gets the last laugh as I am still on hold hahahahaha. Well I guess its all good because my next step is go were I bought this repair insurance and ask for a replacement if they cant locate mine in a reasonable lenth of time.I am smell a small claims court here.
thanks everyone for listening I feel a bit better
September 25th, 2009 at 3:11 pm
omg You wont believe it
the guy comes back after leaving me on hold for 15 minutes and tells me my ticket number. awwwwwwwwwwwwwwwww thats right in front of me on my ticket.
he says ok i can call the store and they will tell me were it is, I asked why didnt you ask when you spoke to then. on hold again awwwwwwg
now i am being transfered to customer service by the way he cannot give me the number in case this transfere wont work . ?????
I am thiking I have fallen down the Rabbit hole and have conversed with a crackhead caterpillar.:(
October 7th, 2009 at 12:26 pm
I ordered parts for lawnmover in September.
Credit card WAS CHARGED THE SAME DAY.
Shipment was peomissed next day.
Week later nothing so I called parts dpt.
Was assured IT WAS SHIPPED!!
two weeks later nothing
I called and was told
IT WAS SHIPPED YESTERDAY??!!
I called yesterday (month later !@#$%)
Was told sears DOESN’T HAVE THE PART!!!!
Wanted to cancel order
CAN NOT DO!!!!
I can not get credit refund
they do not know when the parts will be available!?>
THEY KEEP MY MONEY AND LET ME WAIT!!!
is this legal???????
October 13th, 2009 at 11:53 am
Sears is the worst store ever!!!!Don’t ever buy furniture from them again. They sure don’t stand for “Quality, value, service, trust”! This is an on going battle with them for months….ordered furniture it came damaged, now 5 months later still have the damaged furniture! They won’t refund my money but will replace the furniture! WORST COMPANY EVER!!!! SEARS!!!! I don’t want to deal with them anymore and will NEVER buy another thing from them again!!!!!!
October 19th, 2009 at 10:24 am
I bought an elliptical machine from Sears a couple years ago and a protection agreement. When I moved last year, a screw and a couple washers got lost when I took apart the machine and moved it. I called to order replacement parts and they were very nice and didn’t charge me for them as it was covered by the protection agreement. I received the package of screws a couple weeks later except the parts were wrong. I called again to order the right pieces and the woman I spoke to told me that the agreement had changed and that now I would be charged for the parts. I tried explaining to her that I wasn’t charged before and that they sent the wrong things but she was very rude and kept insisting that the agreement had changed and that there was nothing she could do. It was only $11 so I said ‘fine’. The next package came and again the wrong parts were delivered. Now I was really angry. I called Sears again and this third person told me that the parts were indeed covered by the agreement and that I shouldn’t have been charged for them. She told me that I refund was not possible but after arguing with her for a while, she agreed to put in a request to get me my refund for the parts. The third package of parts finally had the right pieces in it and about 6 weeks later I got the refund on my credit card.
Last week the console wasn’t working properly. I called Sears to get someone to look at it and after giving all my information they told me that it wasn’t covered by the agreement. After arguing for a few minutes trying to explain to them that it was covered. The guy finally said “oh yes, that would be covered”. The whole time on the phone, I kept fiddling around with the console to see if I could get it to work. After a few minutes I realized I must have pressed something on it because it was on a different program and that’s why it wasn’t working properly. I was happy that there was nothing wrong with it so was the guy on the phone and we ended the call.
A few days later, I get a voicemail saying that I Sears technician would be coming on Mon to fix the machine (even though I hadn’t actually made an appointment). I phone them back the next day and they told me that the appointment had been canceled and that no one would be coming.
Monday morning, at 8:30AM, my doorbell rings – it is someone from Sears. I explained that there was no appointment and he left. I then called Sears to complain. After speaking to someone from the repairs department who told me that I have a protection agreement and that I wouldn’t be charged…charged for what exactly I don’t know… I was put through to customer service.
The woman I spoke to in customer service told me that even though I had called to cancel the appointment, it didn’t get to the technician in time. I explained to her that there was no appointment to cancel and explained the entire story to her again – even though I already had because she obviously wasn’t listening. She apologized for that and then I went on to explain the issue I had with the missing parts – she apologized again. As with other companies I’ve dealt with, I was expecting them to offer an extension on the agreement, a credit to the store, something… nothing was offered. I even went so far to ask for compensation and she informed that nothing could be offered.
After spending 20 minutes waiting to talk to someone in customer service, nothing came out of it. They did not care whatsoever. I shouldn’t have even bothered complaining. I’m sure my complaints will go nowhere and that nothing within their customer service or repair departments will change.
The original post in this thread was written a year ago and the same problems and lack of communication seem to be occurring. I assume they are not going to change anytime soon.
If anyone is thinking about making a large purchase from Sears – don’t. The customer service hassles are not worth it. The company doesn’t care about their customers or compensating for mistakes the company has made.
Don’t buy from Sears – I will certainly never buy from them again.
October 23rd, 2009 at 7:30 pm
I cannot believe this store still exists. I have had a bad year with Sears and the lack of customer service they have. My Mother is fighting again for her second washing machine in 10 months and has no way to get through to them they won’t give her a new one but has been waiting for parts for 21 days and still told another 8 days at LEAST!!! I can’t believe it and hope no one else has to deal with this company. The out sourcing is a problem but overall Sears doesn’t care. I even cancelled my credit card which I have purchased all my appliances in the past, have a high limit with nothing outstanding and they didn’t even respond when I cancelled it. Shame on Sears and sorry to everyone who is going through crap with them. Pass the word around maybe they’ll get it one day!!!
October 24th, 2009 at 11:48 am
My wife and I bought a chest freezer at Sears in Sept. The first available delivery date was for 3 weeks later!! (our old one crapped out so we kinda needed it soon). So, my wife left work early to make the delivery time and she was greeted with a message from Sears saying “Sorry but your freezer never made it on the truck”, so we called and re-scheduled for a week later. Again my wife comes home early and again there’s a message, “Sorry but your freezer never made it on the truck”. The delivery guy on the message said he could re-schedule (again) for Saturday, but there’d be an extra charge!! Well, that was it, we called and told them to cancel the order and refund the Sears card. No problem said the (actually quite nice) lady on the other end. Today (Saturday) my wife and I get home from breakfast with some friends and are greeted with yet another message wondering why we weren’t home for our delivery time!!! We have bought all of our other appliances for Sears and have never had a problem, but this was just ridiculous. They say it takes a lifetime to gain a customer but only a minute to loose one, well, I can now safely say that this is the last time I buy anything from, or even set foot into Sears. There’s lots of other places around that I’m sure would love to have our business.
October 29th, 2009 at 5:28 pm
I bought a Kenmore H3 front loading washing machine 2 years ago, and paid for the extended warranty. I have now been without a working machine for 7 weeks while they take their time processing my warranty claim. The technician has been sent back to my home 3 times to make unsuccessful attempts at repair, and every person I have spoken to a sears “customer service” line has made promises to call back or follow up and then has not done so. I am still waiting, still being mislead and shuffled aside.
November 16th, 2009 at 10:26 pm
I bought a Craftsman lawn mower last September, and used it once before it was put away for winter.
My story is so very, very long, it is not even funny, nor do I have the time to write it all down of what I went through with many, many frustrating phone calls, unanswered phone calls and generally, nothing being done.
After 2 months of absolutely terrible service (yes, it is under warranty) to get it fixed, I finally got it back.
I started it up, and within 10 minutes the EXACT same thing happened and it wouldn’t start again.
I kicked the *^*&^* thing all the way to my backyard where I have left a $500 piece of equipment to sit and rot.
Sears has NOT honoured their product at all and have sold me a defective lawn mower that even their own repairman cannot fix, but refuse to replace it.
AFTER 25 YEARS OF BEING A FAITHFUL SEARS CUSTOMER, I WILL NEVER, EVER BUY A SEARS PRODUCT AGAIN!
Thanks for nothing, Sears. I hope everyone who reads this changes their mind about spending money at your store. You care nothing about customer service, backing up your warranty, or pride in the products you sell.
November 22nd, 2009 at 4:25 am
I just finished a fight with Sears also. They paid me off with 40 dollars in gift cards which is not enough to cover the frustration and physical suffering caused by their total disregard for their customers. This is of course damaging their reputation but they do not care. Bottom line is all that counts. as soon as enough customers get mad enough to change their bottom line, they will go out of business and we will all be going to Walmart.
November 26th, 2009 at 12:53 pm
I am writing to complain about the poor performance of Sears customer service department and how Sears
is sending out technicians to repair appliances without being trained on the specific models.
On Nov. 24/09 at 5:40 p.m. a service technician came by to tighten a lose control knob on the Bosch 30inch
Convection Range – stainless steel HEI7052C/05 bought on July 25/09.
The technician had a great deal of problems trying to remove the knob, he did not know how to remove it, then he started to remove one screw after the other, he took the screw driver and started to pry the knob off at about 10 – 15 places each pry damaged the knob more. He also nicked the paint off on the underside of display unit.
The end result is a damaged control knob, a display unit that does not work the way it did before the technician arrived and a spring that I found on the floor after the technician ran off which belongs to the control unit/display unit.
I am very disappointed on this turn out, and lost hours of work to be there. I had to hire an alternative Bosch repair service company.
The issue with customer service is that their is none, I wanted to complain about the technicians poor performance and could not. I was told the customer service manager would phone me, however when I phoned on Nov. 25/09 12:00 p.m. I was told that there was no record that the manager would phone me and that my compliant was not recorded even though I
could hear all this typing in the back ground. This is very bad service.
November 29th, 2009 at 9:08 pm
OMFG, do not get me started on Sears. We bought furniture there with gift money from our wedding, and everything was a disaster. I’d type the whole story, but I don’t have all night. Wrong products, wrong prices, bad attitudes… My wife cried every time she had to deal with them. We won’t buy a single thing from that company.
December 4th, 2009 at 10:05 am
Hi
Sorry to hear about your problems. Sears biggest problem I can see is there call center. You get the run around. I had a similar experience with a dishwasher, although it wasn’t even a year old. Turned out it wasn’t a big problem but after all the calls and emails and repair out 4 times it turned into one. Please read my discussion on Facebook under sears customer service on ATV FB page.
December 9th, 2009 at 8:38 am
I had my bathroom renovation with Sears around Jul 2009. Now the fan in the bathroom is not working.
I started to call the sales guy from Sears a week ago but still can not get the schedule for maintainance.
They never call you back and I have to call them again, again, and again. What a LOUSY service from Sears and I had made up my mine to stop spending any penny with Sears for my life. BYE BYE SEARS FOR FEARS.
December 11th, 2009 at 7:05 am
I had central air installed by sears, the unit works great the problem I have is with Sears Credit, they offered 0% for 12 months, I should have paid it off in full as now with the accrued interest they dinged me for being over my credit line and have added charges and a 30% interest rate. They are con artists, giving me a line of credit for the exact amount of the ac install knowing they can hit me with this high interest rate and all the over the line charges. I will never shop at Sears again and can’t wait to pay off there rip off credit card.
December 15th, 2009 at 8:17 pm
I bought from Sears a whirlpool calypso washer 5 years ago that kept breaking down. I thought that the extended service warranty that I kept renewing from Sears will keep us away from worries of our appliances breaking down. Like the experiences shared above, their customer service from their warranty department to service repair is horribly terrible. The turn-around time for service was outrageously long. There was a time when I waited 3 months before the washer was fixed only to breakdown again. After the “pain and suffering” of persistent follow-ups I got sent a $50 Sears gift certificate. I have to beg and be angry for a loaner machine which I got after 2 months wait and they did not reimburse our trips to the laundromat. Again, our washing is broken. The technician explained that it’s no longer repairable yet the customer service insisted that their technician will come back on December 29th to fix it which will add up to 1.5 month wait that we don’t have a washer. Again, I’m begging for a loaner or a reimbursement which none from whom I talked could decide and I’ve been passed from one department to another and instructed to follow-up day after day after day. Is there a banner where we could put : Do not buy appliances/home reno from Sears – extremely poor customer service!?
December 17th, 2009 at 7:09 pm
Here is a copy of the email that I just sent to Sears….To whom it may concern,
I am writing this in hopes that I will “finally” be able to reach someone at Sears, who actually “cares” about the fact that you have just lost my patronage . Not only am “I” frustrated, upset and angry about the following transactions, but so are my friends, my husbands friends, our co-workers and family members.
As a former member of Management in the Retail Industry for over 20 years, I think it is common knowledge, that when one customer is lost, it’s never “just” that one customer, but many, many, more. As I tell my story to people that I know, I always hear another story..similar in nature, different circumstances, but always the same theme. The Customer Service at Sears (in Canada) is horrible. Nobody seems to “care” anymore. I am speaking “specifically” about your catalogue office , Customer Service Line , “and” your President’s Line.
The employees( at least the ones on the catalogue line), seem to be so busy reading from the “script”, that they are not “listening” to the customers questions or concerns. When you ask to speak with a Manager, you are never forwarded to one, and when you finally reach someone from the Presidents Line , you still get absolutely nowhere. You may eventually get an apology, but not before you’ve had to speak to 15 different people and have spent “hours” on the phone repeating yourself. . At no point are you “ever” voluntarily offered any form of compensation for your troubles..Not a gift certificate…not a discount off your purchase..NOTHING….and I know this from experience. It doesn’t matter how extreme the situation, or how upset you get, or how polite you are…you get absolutely NOTHING.
Again, as a former Manager, we did “whatever” was necessary to keep our Customers happy. I have seen nothing in this regard from “any” of the employees on the Presidents Line , nor from the people I spoke with in Customer Service in regard to my particular case. At one point, it took my being “very” rude to someone on your Presidents Line before I was offered anything. What a shame that I had to resort to being rude before I got someones attention. Even at that, I was told that when (and if) I did receive my order, that I was to call back to the Presidents Line once I received my order and that whoever I spoke with (once given “Yousra’s “ name ) would give me a discount. Yousra, couldn’t tell me how much of a discount though. Thank God , I never had to have “that” conversation, as I can only imagine how “that” would have gone given what went on from this point forward.
So here is my Sears story and hopefully this will be the final time I will have to tell it. I have also submitted a letter on “many” websites that discuss Sears “lack” of Service, and I will also be going to the Better Business Bureau. I no longer care about my order, nor am I looking for compensation. I will never shop at Sears again. I will buy everything that I previously purchased through Sears, at either the Bay or any other of your numerous competitors (as will everyone I know)
In “July” of last year, my husband and I ordered two sets of blinds from the Sears Catalogue. We were told that the blinds were back ordered until October . This was fine as we very much wanted these blinds.
Prior to the scheduled delivery date which was approx. mid October, I called and advised the catalogue clerk that I would like to order a third set of blinds to go with the other two sets that were due to come in , in the next week or two. This order was almost $400.00
The clerk advised me that my initial order had been cancelled. I was more than a little surprised, as this was the first that I had heard of my order being cancelled. We had never been notified by either phone or mail. Had I not called to order this third set, I would probably “still” be waiting today.
I asked the clerk why we had not been notified. She advised that they did not make calls to notify their customers that orders had been cancelled. I was upset about the fact that we had not been called, and when I asked “why” it had been cancelled, she responded that she was not sure, but that they were available to be ordered “now” . Despite all of this and against my better judgement I ordered the third set of blinds anyway. The employee I spoke with on “this” date was “Arienne” and her employee I.D. # is TCDE556.
The promise date that I was given, was December 17th.
After I hung up, I got to thinking about this “lack of service” and I called back to speak with a member of Management.
I wasn’t satisfied with the fact that the “prior” clerk had offered me nothing -not even an apology , for the fact that I hadn’t been notified about the cancellation of my order. In short, I thought that this was “terrible ” service.
After being passed from person to person, (and having to repeat my story over and over again ) I spoke with someone who apologized, and told me that the problem was , that the manufacturer had stopped making the blinds after my original order had been placed in July. When I asked why we weren’t notified, she said that we “should” have been. I advised her that the clerk I had just spoken with , said that Sears did not make courtesy calls such as this . The “Manager?” advised me that this was incorrect information and assured me that she would make the associate (s) aware that the Customer was indeed to receive a call.
I asked her if she was prepared to give us any form of a discount or compensation for the fact that I was now having to wait until December for my order. (keep in mind that the original order was made in July to have delivered in October) She advised that no, she couldn’t do that , and that all she could do was apologize. She assured me as well, that the blinds were now being made again by the manufacturer and that my order was in the system. The promise date was December the 17th. I asked her if she was “sure” that my order was in the system and she advised me that “yes” it was. I decided at that point to let the matter drop and just wait for my order to come in , in December.
Then November came and we received a bill in the mail from Sears. The bill showed an order of blinds with the amount oweing, and then the same order being removed, and then a handling charge that we were now being billed. My husband called immediately to see what this was all about.
Are you ready for this?
The blinds had come in. I still have no idea where they were sent. I had been asked which location I would like to have the blinds sent, and I had requested Sears in Dieppe N.B. So, the blinds had come in, obviously much earlier than the date that I had previously been given, and because we weren’t called or notified in “any” way, they were SENT BACK TO THE STORE. As if that wasn’t enough, we were now being charged a “handling fee” for the blinds that we NEVER GOT….
My husband was furious, but still remained polite when calling and speaking with another associate in Customer Service. . She asked him if we would “still” like to have the blinds and he said “yes”. He was given a promise date of December the 3rd or the 7th -”not” December 17th -as I had been advised previously. He was offered nothing in the way of compensation, gift certificate..discount.
When I heard about this, I decided to call back in the evening when I got home from work. I felt that at the “very least” we should have been offered “something” and I wanted to discuss this with someone. I repeated to each and every person that I spoke with that I felt I was owed “some” kind of compensation, for the lack of service I had received, and nobody was able to assist me.
This was on November the 23rd and I was on the phone for at least one hour. I spoke with Michelle and then I spoke with Emily. They both advised that there was nothing they could do for us . Emily had me put through to the President’s Line and someone by the name of Yousra proceeded to tell me that she couldn’t “find” my order??????
Keep in mind, that I’d been on the phone for an hour, there was no disputing the fact that I “had” an order. Then, doesn’t “someone from the “President’s Line” comes on the phone to tell me that she doesn’t see” my order”. Well…needless to say, I lost it.
After “everything” that we had been through, now I was being told that my order was non-existent? I yelled at Yousra and I told her that I would be contacting the President of the Company. I had , had “enough” and I hung up on her. Within minutes, Yousra called me back and told me that she did indeed have my order. She also advised that when I got my order, I could call back “to the President’s Line”, and ask whoever I spoke with for a discount on my purchase. I was to give her name as a reference.
Yousra also suggested that I call back to check on my order. Yousra advised me that my promise date was December the 3rd. I have all of this written down, so please feel free to check your records, or listen to any recorded messages.
After this, we just decided to sit tight and wait for our order to come in. In early December I called the store to check on the order. Since we had been given a promise date of Dec the 3rd- I didn’t want to take any chances. I called and the “first” thing I was told, was that there was no record of my order-“again”.
I was “stunned” to say the least. The operator finally did find it , but not until I had to go through the “entire” story all “over” again…..She said that the order was not in yet.
Yesterday, December 16th my husband called the catalogue office again. This time we were checking based on the second of the two dates we had been given, which was December 17th. This is what he was told……..
The blinds -”one” set of the “three”..had been sitting at a Dry Cleaning Store in our city. We never asked for the packages to be sent there! I specifically -”when asked” of my choice, said that I wanted them delivered to our Sears Store Dieppe N.B The blinds had been there , for God knows how long and “again” we had received “no” call advising us that they were in. My husband asked where the other “two” sets of blinds were and he was told “again” that these blinds were back ordered “indefinitely”-“again”.
So at this point, you have got to be thinking that A) you need to let that Dry Cleaning Depot on Coverdale Rd. know that the Customer’s need to be notified of their orders coming in. and B) the manufacturer that makes these blinds? Now you sell them , now you “don’t?” …Not great business …
My husband called me at work and said that he wanted to close the account .I was still hesitant as despite “all of this” , I still really wanted these blinds. He didn’t agree , and said he wanted nothing further to do with Sears. He called back and spoke with several people and had the account closed and also requested that they send the one set of blinds “back” that were at the Dry Cleaning Store.
He did not want the order and advised that we had better not be billed for them,or for another handling charge. By the way, if we ever do get a bill in the mail for this,(or a handling charge of “any “ kind) we will take this “much, much “further .
Needless to say, I was of course very , very disappointed , that after all of this , I was not going to get the purchase that I wanted. I have been waiting since last July for this order.
I called Sears again last night and called directly into the Presidents Line.
What started off as a pleasant conversation with one of your employees turned very ugly. It was “not” my intent to call and give whoever answered the phone a “blast” (as I was accused of doing) .. It is not the employees fault that I was speaking to , that this happened, and I knew that before I called. In fact, I believe I even told her that I knew it was not her fault. I was polite when I called, and simply wanted to “talk” and to have someone “listen”. I called to let “someone” know that I was upset . I was hoping that “someone” would actually say that they agreed with us…that we were treated badly..and that there was “No” excuse for any of this to have happened.
What I got instead, was this:
Although she was sorry …there was nothing she could do. If the blind manufacturer wasn’t making the blinds anymore , that this was not her fault. I agreed with her, but stressed that “that was the least of my concerns”. It was the fact that the Sears employees had made next to no attempts to appease us. It was the fact that we never received phone calls to advise us of “anything” that was going on . It was the fact that I was given different promisory dates, each time I called, and different dates than my husband was given. It was the fact that the packages were sent to the wrong drop off and that we were never called…It was the fact that are merchandise “did” come in and was sent ‘back”…and on..and on …and on…
The woman that I spoke with last night, advised me that it was our responsibility to have called to find out if our orders had come in. She advised that Sears did “not” make calls to let their Customers know that their merchandise had arrived. I advised her that I “always” got calls before when I ordered merchandise. I used to receive an automated message and we had a certain amount of days to pick the merchandise up before it was returned. This is the “first” time I have never received a call.
At any rate , I “had” been calling your catalogue office to find out , and had I known that they were sitting at a Dry Cleaning Outlet in Riverview, I “would have called there, but that , that was “not” where I had asked them to be sent….In other words, how was I to have known? Nobody told us until “yesterday” that, that was where our “one” set of blinds was sitting.
The employee that I was speaking with became agitated , probably due in part to the fact that she “knew” I was right. She couldn’t dispute that we had been treated badly. She started to raise her voice and said that “you were doing the best you could”. I asked her not to raise her voice..She then responded that she wasn’t speaking loudly, but that “now” she was going to start yelling” At this point the conversation went downhill. We were speaking over each other..and nothing was obviously going to be dealt with.
I assured her that I would be sending my card to the CEO of the company-with a copy of this letter -which I am now doing, and hung up the phone.
Why, am I not surprised, that the final person I spoke with on this horrible ordeal , ended up screaming at “me”. Unbelievable.
You have a serious problem somewhere and I suggest you fix it before you lose more Customers within Canada. As I mentioned before, I hear these types of stories “all” the time. Has anyone bothered to check the countless letters that are being posted on the Internet about Sears poor service? The stories are countless, and I would like to think , that someone, somewhere within the company would be more than a little concerned about this.
At any rate it is not my problem anymore-thank goodness, because this has been “exhausting” to say the least.
Best of luck! With todays economy being what it is, and your many competitors , you’re going to need it-especially given the total lack of respect and empathy you show your Customers.
January 3rd, 2010 at 5:23 am
Sears is a dying breed. I wonder even how there still in business, there prices are high and service sucks. I just ordered from them out of convince for the holidays because I thought it would be cheaper then buying and shipping the item myself, boy was I wrong, they screwed the order up and could not find it and would not give answers when I called or emailed, just terrible service, never again will I order from them.
Dave
January 4th, 2010 at 3:42 pm
No proper customer complaint department the customer service is disgraceful have got a whirlpool dishwasher have hadtechnicians out several times. Of course Sears only records the initial calls not the numerous times they come back with parts. The diswasher is not over used as there are only two of us in the home. I have gone several times for weeks without a working dishwasher. The latest is they came out saturday saturday ran it and it stopped on its own NO POWER!! then came back on itself. Called again today stated they could now take out the machine and take it to the shop!! When does it stop what is warranty about. If it doesn’t work then REPLACE IT!!! I can’;t beleive they continue to replace numerous parts it would have been less costly and also less inconvenient to replace the darn thing. Last thing I will ever purchase from Sears. They obviously don’t care about keeping customers.
January 4th, 2010 at 4:05 pm
If anyone has the actual name and address of the Sears Complaints in Ontario I would very much appreciate it. I would like to send a registered letter along with contacting the local newspaper as the customer service dept told me “Send a letter it will just come to us anyway” What a wonderful attitude. Little do they realize consumers pay their flippin wages. I am totally exasperated over the continual battle to have my dishwasher in proper working order. Its obviously a “LEMON” I think they will be sorry they didn’t replace my machine if my house goes up in fire as there must be an electrical problem within the machine, it shuts down all together then starts up itself. Now thats a huge problem.
January 5th, 2010 at 1:44 pm
I just read all or your stories and comments. I was employed with Sears Canada since 1988 they laid me off due to “corporate restructering”? Corporate restructering has caused all of you this aggrevation. They relocated their customer service to Belleville (centralized) now I’ve heard they sent their catalogue operations to Phillipines? Moving customer service to Belleville segregated all the employees so customer service, the stores and deliveries communication broke down. The employees in Belleville have no clue what deliveries is all about!! I used to work in the delivery department – they are run by an independant contractor. The contractor does not care about customer service – please note the “hourly paid” employees are frequently left on their own to deal with the brokers( the delivery drivers) whom can be very difficult. Manager exit for the day as quickly as they can they have executive shifts their day usually ends at 2pm 3pm or 5pm. Meanwhile deliveries go on until 11pm at night. The employees are left with no one to back them up or help them deal with the drivers. There have been nights I had to deal with irate customers and reschedule a delivery for the next day to save the sale and make the customer happy. The next day I’d get questioned as to why I did this, and never do it again. God forbid we make the customer happy?? Sears and deliveries is all about money and time. They DO NOT CARE ABOUT THE CUSTOMER. On occasion I’d try and call a manager at home to get “his” advice and there’d be no answer, we were even told not to bother them at home. Sorry customers for all you’ve been through I just wanted you all to see the reasons and its not the fault of the “hourly employess” its poor management. Sears has really gone down hill – I will not be surprised to see them fall soon. Its a shame – I was a dedicated employee who cared about the customers but upper management has let us all down.
January 7th, 2010 at 8:58 am
To the gentlemen who lives on Via Rosedale – I cannot count how many times this address came across my desk and it was incorrectly routed. In Toronto there is via rosedale and rosedale – sears in-house computer system DEX (delivery Express) did not recognize Via Rosedale only Rosedale therefore the system would spit it out change it to Rosedale and no one would notice so by the time it was routed, merch was on the truck and driver on the road it was too late. The salesperson then gets the blame the driver and the delivery customer service rep. The people to blame is Sears upper brass – this was brought to their attention several times and no one did anything about it. But as soon as there was a complaint sears management would take care of the customer they’d look like the “good guy” and all other employees would look bad. Please the salesperson does enter the correct info. at the register – the register then communicates with DEX and DEX does not recognize the new address and automatically changes it to what it thinks it should be. NO kidding this is how it is. I remember litterly cringing when I’d see things like this because I knew the customer was going tobe upset. ANyway sir I know this is not solving the issues you experienced with sears but I am just trying to explain how bad sears delivery was managed. To the lady Moira send your letter and complain – I believe you have to send it to the Presidents Line they are also located in Belleville. Call Sears central customer service line and ask to be transferred to the Presidents Line. Or call downtown T.O head office.
January 20th, 2010 at 4:15 pm
Wow! I wish I had read the complaints on this website before my husband and I bought our Davenport from Sears we paid $400 for a Davenport that lasted five months and the wood platform cracked in half. After some run around, Sears replaced the davenport with the same exact one. This one lasted 10 months and the wood platform cracked in half. Needless to say, Sears wont do anything to replace, refund, exchange…nothing…no help…except to give me the customer service number at Decor Rest Furniture because the furniture has a “Life Time Warrenty on it”. The Sears Customer Service Rep told me to tell them that I, ‘Know there is a life time warrenty because the store told me so,’ just in case Decor Rest Furniture tells me there is no warrenty. Are they kidding? In other words Sears does not stand behind their products and expects the companies who supply them with those product won’t stand behind them either. I am crossing my fingers that Decor Rest Furniture of Woodbrigde Ontario will stand behind their products as I wait for my phone message to be returned… but of course… I won’t be holding my breath. So much for buying from a North American Company and buying Canadian made products. Loyalty doesn’t seem to count for much of anything anymore.
January 29th, 2010 at 1:29 am
Our email to [email protected] for our broken oven:
To whom it May concern,
In November 2008 we received our new fridge, oven and dishwasher that we purchased from Sears . They were delivered on 08Nov2008
The oven that we purchased is a Kitchenaid Model # YKERS807SS01 (Smooth Top, Convention Oven with Self Clean). One of the reasons we bought the stove was for the self cleaning feature.
On December 26th, 2009 – we went to self clean our oven for the first time. The oven broke. The Self clean only went part way through the self clean process and an error appeared rendering our oven unable to work. Apparently the high heat during the self clean process blows out some sensor. The error code is ”F3E3 Meat Probe Sensor” ). On December 28th my husband called the Sears repair department to get someone it to fix our stove. We were told the soonest a technician could come in to repair it was January 11, 2010. We requested a sooner date but none was available. We found another appliance repair person in town who would be able to come in on December 29th but Sears informed us that any other repair person, other than Sears, that repaired our oven would void any other warranties on our stove.
On December 28th, my husband spent most of his day off trying to get some answers. When we search online, we find out that the problem we have is a KNOWN ISSUE and neither Sears or Kitchenaid are willing to do anything about it. Apparently it is not uncommon for the self clean feature to cause this problem and break the stove. He first visited Sears where we purchased our appliances (where our salesperson told us she could do “absolutely nothing” for us). So he started making phone calls, to Sears and to Kitchenaid. Initially Sears told us it was a Kitchenaid problem. Next, Kitchenaid told us it was Sears problem. Back and forth we went. We tried to get numbers and names of people to talk to and got nothing but a run around, both from Sears and from Kitchenaid. Kitchenaid finally told us that because they sold their product to Sears, that it was now completely a Sears issue. So we wait for the SEARS repair person – 2 weeks.
January 11th, 2010 – a repair person comes to our house. My husband has taken a day off work (unpaid) to be here at the house. The repair person looks at our stove, agrees it is broken, and tells us he needs to orders parts to repair it and that he will be back on January 20th. We were told that the repair person would order all the parts but only charge us for the ones needed to fix the stove, and of course his labour.
January 20th, my husband takes another unpaid day off of work. He is waiting for the repair person. At about 1pm on the 20th my husband gets a phone call from the Repair Dept/ repair person stating they do not have the parts. Apparently the parts are still in Burnaby BC (we live in Victoria BC) and that he won’t be coming to the house. He will come the following week on January 28th.
We have now been without a working oven for 1 month.
January 27, 2010: My husband called the Service & Parts number that we had been provided (they are located in Burnaby BC) requesting that we need to have the service person who is due to come to our house on Jan 28th, to please complete the work by 3pm on Jan 28th. We need to have the repair completed as we HAVE to leave the house at 3pm.
January 28th ,2010 (yet again my husband takes his 3rd day of unpaid leave from his job to be here for the repair person).
The Service and Parts department calls back this morning (Jan 28th) and tells us that the she was having a hard time finding someone and didn’t know if someone would even be able to come to our house today! Finally, she called back again to tell us that yes, someone was coming but she did not know when. At 2pm today, Jan 28th a different repair person arrives and they do not even know what the problem is. He did, however, have some parts that had been ordered (temperature sensor, door lock assembly and a control board). He ends up replacing the Latch Assembly and then “wiggles” the meat probe receptacle , reset the display board and then told my husband the stove was fixed. He cannot sign off on the stove being fixed, he still needs to replace the Meat probe receptacle and needs to order that part. The repair person was scheduled to come back AGAIN for the first week of February to replace the Meat Probe so that he can sign off on the repair.
We pay him $283.76 for his visit/parts/repair on Visa. The repair person leaves by 3pm. At 4:30 when my husband returns to the house, he goes to heat the oven for dinner and IT DOES NOT WORK: Error code” F3E3 Meat Probe Sensor” again.
I am sure, by now, you can imagine our frustration.
One would think if the error says “Meat Probe Sensor” that the problem might have something to do with the meat probe and that would be a part to bring when repairing the stove. I have attached a picture of the error that has been on our stove since December 26th, 2009.
We contacted the Service and Parts department immediately and they said they could not do anything until tomorrow (Jan 29th morning). We were told we should expect a phone call tomorrow morning (Jan 29th). No guaranties of a repair person, but a phone call. I then stepped in and made anther phone call to the Repair Department. Karim (the Representative) has logged my complaint and ASSURED me that the $283.76 on our VISA will be reversed. When I demanded a contact person to complain too and who could actually do something, this email address ([email protected] was provided and the name “Mr. Dene.” I was told to call back tomorrow and they would put me through to another department to talk about my issue.
I want a working stove. We purchased from Sears thinking they would back their products and provide good service but this has been a most frustrating experience and beyond reasonable.
This whole scenario is not acceptable. We have been patient up until now. I have a family to feed. My husband and I have jobs that we need to be at. He has lost 3 days of work to be here for repair people and to date it is still not fixed. How many more days are we expected to take off work to repair our oven?! The stove is just over 13 months old and was expensive ($2000.00) AND IT IS STILL NOT WORKING! I want this fixed now or I want a replacement oven now. We have paid $ 283.76 for repairs and it is still broken. The stove does not work. It has now been ONE MONTH and sadly no one seems to care.
I had no idea when purchasing our appliances that we were bound to using ONLY Sear Repair department which, although have been courteous, have been disorganized and beyond reasonable in terms of time frames for fixing the problem.
I have provided you some links with similar complaints about this same issue. If this is known as a faulty issue with the stove, why has there not been a recall or offer to fix it. Does legal action need to start to address this issue?
http://www.consumeraffairs.com/homeowners/kit_stoves.html
http://forum.kitchenaid.com/forums/topic.asp?TOPIC_ID=23232&whichpage=1
I would appreciate a response within 2 working days as I am tired of being given a run around. I need a name, phone number, email address and mailing address of someone who can actually do something to rectify this. Please help demonstrate that Sears does care about its customers and customer service.
I shall await a response.
January 31st, 2010 at 5:53 pm
By the time I read all of the above I must say I concur wholeheartedly with, rude, uninformed, and rediculous service and comments. I was sold a 630JVC camera on premise it had ‘audio in’, as I own a studio and am doing YouTube uploads. When I discovered it had no audio in, I returned it to uptrade to the much more expensive model with ‘audio in’ . I was told I would have to drive 50 miles to Kitchener or London to trade-up. After much crap they agreed to bring one in when it became obvious there would be no refund to buy one from their competitor, as it was needed THEN for an ongoing 3 day series of concerts in the studio and this was day 2! They at last agreed to bring one in. When i got home there was a phone call that I had to contact customer complaints in Toronto, before anything could be done. After 35 mins of arguing, threatening publicity, and one employee stating “I’m from your town and I know who you are” (wonder what that inferred ? ) they begrudgingly agrreed to a refund if my wife drove back again the 30 miles to/from Stratford. The camera by then at the competitor’s was sold and the concerts went unvideoed- lost ! as is all of my families future ‘large purchases’ with Sears. We’ll still patronize them for the nickel,dime stuff. I can’t believe the crap I read about Sears. They were always tops to us for dependable ‘stand behind everything’ service but certainly not anymore.
February 12th, 2010 at 12:27 am
My (84 year old) Mother, in good faith, purchased a top-line washing machine, HE, front loading, etc., total over $1300. Since installed, it’s decided to go off balance, and move across the floor. Not every time, just often enough that Mom is almost afraid to use it. Mom has put up with this for over a year, machine has been serviced 5x for the problem. I got involved over a month ago. I managed to get past “Customer service”, and on to Corporate customer service, where I was dealt with in a sympathetic manner, promised return calls, some sort of soloution, replacement machine, etc. etc. etc.
It’s gne on 5 weeks now. Today I get a call saying there’s nothing they can do, but they’ll try talking to a “manager”. I told them I’d try talking to my lawyer.
I can’t understand what’s happened to Sears, their demographic is the elderly, who went to Sears even though more $$ than the alternative, thinking they’d be taken care of.
This company is going to go the way of Eatons, unfortunately. If they can’t understand the most BASIC elements of after sales service, I wish all their employees a long enjoyable time unemployed. They truly deserve it.
February 12th, 2010 at 1:24 pm
I too have just had a terrible experience with Sears. I bought a Kenmore Elite dishwasher (made by Whirlpool and rated as a Best Buy by “Consumer Reports”) 20 months ago. I did not buy the extended warranty, however, the outcome would not have been different if I had.
I had a technician come out and I paid $114 for the privledge. He advised me that I only had a one year warranty. He also said that because of a design flaw in the food macerator, objects can work their way into the motor and destroy it.
After discovering on my warranty after the service call that I had a two year warranty on the motor, I called customer service and was hooked up to some poor soul from the Phillipines who barely spoke English. She eventually put me through to someone in Canada who said that since I did have a two year warranty he would send an e-mail to the local service centre to have them call me. No call for a week. Called again and got someone else in Canada. Another e-mail was sent to the local service centre to call me. Again no call for a week. Called again. Now I am told no one will call, the local service centre will receive the e-mail, look at the work order and determine that I am not worth calling because they won’t cover the motor because it is my fault that something worked its way into it.
I am out $1000. I’ll never darken the door of Sears again. I won’t even write to the president of Sears Canada. It clearly would be a waste of paper, ink, a stamp and time. They just don’t care. It is a racket.
February 22nd, 2010 at 9:36 pm
I have noticed that Sears does not seem to action the hundreds of blogs I have seen complaining about things. I have decided to take a different tactic – a catchy rap about my various problems with Sears on YouTube:
http://www.youtube.com/watch?v=kj9NnUocvtw
I think some media attention would turn up the heat.
February 24th, 2010 at 4:26 pm
DO NOT BUY ANYTHIG FROM SEARS if you can get the same product from Home Depot, WalMart, Canadian Tire or anywhere else. Sears Customer Service in my experience is worse than one can imagine. The salespeople and Store Managers are anti customer satisfaction in contradiction to the Sears stated policies. They do not respect their own written return and warranty policies and probably as in my experience with a department manager have never bothered to clearly understand these policies.
In my particular case, I returned a snow blower. I found it difficult to operate because of the position of the drive control lever. Naturally to test the product I had to put a small amount of gasoline in the gas tank of the snow blower. Needless to say that this is the only way I could determine if I would or would not be satisfied with the product. At the time of purchase I was told that I can return the snowblower within 90 days. I was astonished to be told by the Sears salesman that because I had put gas in gas the tank, the snowblower is now considered “used”, thereby a 20% restocking fee applies. I was even charged taxes on the restocking fee; the taxes on the restocking fee was corrected after some debate a few days later. I believe that this is a gross misinterpretation of the content of the Sears Returns Policy statement which is also posted on the Internet. No reasonable person can accept this definition of “used” which normally applies to second hand far from new condition products. Definitely this definition cannot be deduced from the text of the Sears Return Policy printed on the back of the receipt or on the detailed version posted on the Sears Internet webpage.(www.ca/content/customer-service/shipping-and-delivery/returns). Talking to the Department Manager, Irene Chapman, or the Store Manager, or Emailing the Sears Customer Service was a waste of time. Their decision was made before considering any posibility of a reasonable fair solution. To show their real colors, the snowblower that I returned was on sale the next day for $100 more than I received on my refund.
February 26th, 2010 at 11:59 pm
Sears are appalling at customer service: if you want a company which is fair and doesn’t try to rip you off – don’t deal with Sears.
February 27th, 2010 at 12:14 am
If you have a rotten time with Sears – and my experience tells me they are terrible then complain to the local Consumer Protection Agency, the Better Business Bureau and your local MP. You are not going to get satisfaction from Sears. Their strategy is to wear you out so complain to someone who will force them to do something. Also get the media involved. The more bad publicity these clowns get the better.
March 4th, 2010 at 10:36 am
Iam very much disappointed I am very old customer of sears but they lost a good customer but I realized they dont care about customer ( Money first not customer I am victim by bat attitude and worst return policy God bless sears
March 4th, 2010 at 10:39 am
Please reader believe what the people saying but sears dont care through advertisement they rip you and there refund policy is worse in world God should not bless sears
March 4th, 2010 at 10:43 am
My experience tells me that Social Media is the way to get satisfaction from Sears. Click on my Username MadAtSears to visit the Blog I created. Senior Management at Sears Canada called me within 4 days of my video on YouTube, apologized and refunded my money. The credit showed up online on my credit-card today. Social Media worked better and faster than I ever expected!
March 4th, 2010 at 10:46 am
I buyed four matress and two of them was worse to sleep two time they send the person to check first time the person said make it clean i spend $60.00 to clean it up and again they guy came now they said we cant take it back it was not on the bed frame I told them i put it on basement floor because i buyed another matress I a cant wait either the customer service act to be idiot or they are but the higher authority closing there ears and eyes with big salary dollors they dont care about customers feeling i am saying from heart God should not bless them because i earn my bread and butter by hard working and they should know ( higher paid officer who do nothing )
March 6th, 2010 at 12:22 pm
I recently went into the Brantford Sears store, to purchase replacement parts for my central vac. I needed a new hose and powerhead. The total price was going to be $500. So, I figured I might as well buy a whole new unit, since mine was going on 6 years old, and for only an extra $100 I was going to get a whole system. Well, the one I purchased was rated for 3500+ sq.feet, and my house being only 2300 sq. feet, I thought it should be more than enough. I brought it home, hooked it up, and the unit was not near as powerful as my old unit. So, I packed everything up and took it back to the store the very next day, and they told me I would have to pay a 20% restocking fee. I argued with the sales person, that it’s not my fault that the unit doesn’t do what it’s advertised to do, and that not even a spec of dirt was even picked up by the unit. So then I was refunded the full amount. The next day I recieved a phone call saying that there will be a 20% restocking fee applied to my credit card because the unit was no longer new. I talked to a supervisor and she was extremely rude, and just said that it is policy, and there is nothing she can do. So I told her I was going to come back to the store and pick it up, and that there’s no way I was giving them over $100 for nothing. Then she tells me the item has already been shipped away, and that if I want another one, I have to pay full price on top of the 20% restocking fee. This is when I really started to get frustrated. Why would I want another unit, if I wasn’t happy with the first one????? I told her I will never step foot in a Sears store again, and she had no response. I still have a bunch of stuff given to me as a christmas gift, (which hasen’t been open yet), and they will be going back to the store out of spite. I will never give them any business again. Please, stay away.
March 30th, 2010 at 9:41 am
I share your feelings of disappointment and frustration with Sears. Recent experiences with service people not showing up and not calling, then not having the parts to do the repair when they finally do, even though I have told them specifically what that part should be, resulting in a total of four days of lost time for me and piles of laundry to haul to the laundry mat. I won’t go into the details but I can assure you that Sears just isn’t listening and really does not care about customer retention. This recent experience mirrors one I had with Sears last year for the same problem with the same appliance. Apologies all round from the repair person (sincere) to the corporate customer complaint person (scripted and insincere) just don’t cut it and I will be taking my business to another retailer in the future.
Ellen Linton, Brampton, Ontario
April 16th, 2010 at 11:54 am
Sears is the worst of the worst.
April 19th, 2010 at 7:51 pm
Sears does not follow its own ” return policy”. The second line of their policy states: If you are not satisfied with your purchase return it with the receipt for a refund. I didn’t have my receipt but Sear’s policy does state if you don’t I can exchange or get a store credit for its store price now. Sounds fairs , right !! The catch is this, I wore the pants once. Since the pants were used once, they would not except the pants. Is it far fetched to Sear that a custumer might not know their satisfaction level unit they use the product. Anyways be very sure when you buy clothing from sears.
May 4th, 2010 at 7:09 am
Do not purchase clothing or anything for that matter from Sears. I purchased a winter jacket for someone as a Christmas gift. Purchased from the catalogue in advance of Christmas. Found out (before Christmas) that it was the wrong size. Tried to return it. Faced numerous delays from Sears (dealing through a countertop outlet and head office). Finally their response was that I (returned it too late). The delay was caused by them. Now I am left holding a winter jacket that does not fit anyone I know and I had to purchase another Christmas present for the person. Of course I did not go back to Sears and will never shop at Sears again. The funny thing is I have been a loyal Sears customer for over 40 years but their response has ended that loyalty. They are not the store they used to be. Tell your friends not to shop at Sears.
May 6th, 2010 at 8:37 pm
I was just in a Sears today for the first time in ages. I spent about 20 minutes in the menswear department with no one having approached me to ask if I needed assistance. I then sauntered over to the shoe department, where I spent about 15 minutes looking all over the place to see if they had a style I liked. Meanwhile the woman on duty in that department acted as if I were invisible. Then, as I exited the store, I noticed two sales clerks standing with hands in pockets gabbing with one another as I walked past. Neither made eye contact. I felt like saying, “Say goodbye to my wallet as it travels with me out the door and to a competitor!”
May 19th, 2010 at 12:13 pm
My washer broke, it does not go into spin, so even though my clothes are clean they are still soaking wet. I called in maintenance form Sears since i bought it with them. They said the repair man would come between 8-4. This time window is unbelievable!!! Thats a practically the whole day for me! but luckily I had nothing planned. The cost of a consultation would be 70$.. a little steep but fine. They guy comes at 8:30 am and Im still drowsy from a bad nights sleep and i get the bill for 100$. Ill so off I cant even speak right so i let it go to fight when I’m feeling better. Long story short, they transferred me around like a soccer ball for 10 min where i had to repeat my Home Phone, Cell phone, Home address and all that just to get to some prick that tells me “we wont give you your refund, even though the charge was added without you knowing, cuz it is impossible to know if this could be added or not.”
June 24th, 2010 at 6:01 pm
I have had numerous problems with Sears service. I bought 4 appliances in 2007 and was convinced to purchase the 3 yr extended warranty plan. Boy, was I mistaken. Trying to get someone to come and do their annual maintenance check is like pulling teeth. They set up appointments, I take the day off for it, then they call me and tell me they can’t make it as they are overbooked. This has happened every year and I have booked three days off for these. No apologies – just smart-ass remarks by their call centre people. Their credit card company (Chaisse Banking) is another story – very arrogant – calling me for payments that they say I haven’t made; however I have cheques to prove that I made the payments. I cut up my cards and will never buy or set foot in Sears again! It’s a wonder they are still in business. I would not be disappointed if they went under.
June 28th, 2010 at 5:01 pm
I WON’T GO INTO A VERY LONG DETAILED DESCRIPTION OF MY PROBLEM WITH SEARS CANADA INC, BUT I WILL TELL YOU THIS I AM A RETIRED COMMISSIONED SALES PERSON FROM SEARS WITH 37 YEARS OF DEDICATION. THE GOOD OLD DAYS WHEN THE NUMBER ONE PRIORITY WAS TO SATISFY THE CUSTOMER AND WE DID,AT WHATEVER IT TOOK NO MATTER THE COST. WHEN I RETIRED, I WAS SELLING THIRD GENERATION CUSTOMERS AND WHY,BECAUSE IF THEY HAD A PROBLEM WE DEALT WITH IT AS SOON AS POSSIBLE( NO RUN AROUND ). OUR MOTTO WAS SATISFACTION GUARANTEED !!! AND ALL OF OUR OFFICES AND WORK AREAS HAD A SIGN THAT READ -DON’T LET A COMPANY POLICY BE A SUBSTITUTE FOR COMMON SENCE !!! ( WHAT HAPPENED TO THAT, I DON’T KNOW ) I AM EMBARASSED TO SAY THAT I WORKED THERE, BECAUSE OF THE WAY THERE IS A VERY NON EXISTANT CUSTOMER SERVICE. I MYSELF HAVE PROBLEM NOW AND GET NOTHING BUT A RUN-AROUND AND I’M VERY,VERY PISSED AT SEARS CAN. INC. ( I AM CUTTING UP MY SEARS CARD, EVEN THOUGH I GET AN EMPLOEE DISCOUNT, AND EXPRESS MAILING THE PIECES TO THE PRESIDENT OF SEARS CAN. INC.) THANKS FOR LISTENING !!!
August 4th, 2010 at 6:27 pm
sears;; you should pay attention to the above # 62 Joseph…..Joseph you are so very rite, sears USE TO BE a respectable & customer service # 1 store, but I just had my run in with sears to-day.. I can assure you It will be a very long long long time before I ever shop at sears.. {sears with a small s} the smaller stores like WALLMART, ZELLERS, MOST LADIES WEAR STORES, HAVE PASSED sears IN QUALITY, & CUSTOMER SERVICE MANY TIMES OVER. MY CARD IS IN THE SHREDDER……………………………
August 16th, 2010 at 5:03 pm
Sears have zero customer service!!
I recently purchased a blouse about a month ago and noticed that the lining in the collar had come apart leaving a huge gaping hole. I still had the tags attached, but that didn’t matter. The manager was useless and couldn’t care less. I called the corporate customer service number and spoke to 2 agents who both claimed to be supervisors but were absolute morons!!
The second rep decided to hang up on me after saying Sears was not responsible. How is Sears not responsible. There is something called quality control of merchandise.
Never again will I be shopping at Sears again.
September 1st, 2010 at 1:05 pm
I agree why would anyone shop at Sears. There was a time they had great customer service. With such strong competition in the market place one would think there would be a little effort. Take my advice do not buy appliances at sears because as described above they have contracts with repair people who have a problem honouring their commitment. How many days off waiting for non existant repairs do i need to take before i could have purchased a new appliance.
Never again will i be shopping at Sears!!!!!!!!!!!!
September 18th, 2010 at 4:47 pm
Purchased this Kenmore built-in dishwasher Model 58715252402 March 2008 on sale for $ 368.00 (was $ 577). Installed the unit July 2008. Two years later, dishwasher stopped working July 2010….Paid $ 60 to discover that the motor was burnt out. Cost of repair with initial service call $ 325…88% of the cost which I paid for it. Sent a formal complaint to Dene Rogers, President and CEO, Sears Canada indicating that I expected that a dishwasher with the Sears Kenmore name of it should last more than two years (only one year warranty, of course). Never did get a response from this guy. Sent a copy of my letter to Frigidaire (who was the manufacturer)..no response from them either. (What’s new) Contacted Sears Customer service twice before they responded. Told they would look into it. A month later, they offered me $ 100 towards the repair or the purchase of a new dishwasher. Needless to say, we declined the offer. Didn’t want to buy another piece of junk from Sears. After dealing with Sears from over 50 years, we decided to terminate our business with them.
September 20th, 2010 at 2:44 pm
to all the sears clients that been the victim of sears’s organized fraude sales/services.
If someone sales a product and promises a guaranty and if they fail and you can not do anything about it isn’t it a fraud ?
this is a organized continuous fraud and it should be considered as a crime .
thses bunch of thieves should be sentenced to jail.
now my story,
I have bought a brand new LG french door with bottom freezer on june 30,2010.for 2000$
a week after i have recieved the fridge it was working fine for a week and the first problem started that the fridge was making very loud noises and leaking lots of water from the bottom on the floor and we have to clean atleats 10 to 20 times a day to dry the water.
i had 5 visit from the technician and finaly the last senior tecnician found out that the fridge was defective and not repairable!
according to last thecnician visit i was supposed to get an answere atleast 48hrs.
it is 4 week i have been calling the customer services every single day and it takes 45 minutes to an hour to get an agent to the phone ..
they all answere the same ,promising the next few hours ar next day maximum someones get back to you
i have recived no fucking answere at all
i have 3 young kids goes to school i shop every single day my grocery .it is not fun .
these bunch of fat asses sitting on their chairs and just robbing people and wasting time .
and when i asked them their manager or decision makes contact they were simply answering me that there is no one above them and what is the decision saying someone else in the higher level and on the other hand they are saying they are the boss.
does not make sense…bunch of liars.
please bycott sears..they are not good anymore..
can someone please help me to get a phone from or contact to their high level dogs so i can solve my problem..
sorry for the bad english.
September 20th, 2010 at 4:04 pm
I too am a customer of Sears. Satisfaction Guaranteed. This is NOT what Sears is all about. I bought a Jenn-Air Dual Fuel Modular Downdraft Slide-In Range which cost me $3332.95 including the 5 year protection plan on September 30th. 2007. My Range was delivered on October 10th.2007.
In August of 2010 the two stage fan and my oven no longer worked. The touch pad console did not work any of the features anymore. Nothing would work, oven, fan, or clock. The only part on the whole range that would work were the gas burners on the stove top. I contacted Sears expecting service from them within a reasonable amount of time. A repair man did come out on August 31st. and told me that he would order the parts needed to repair my range. From then on the nighmare began. I got the run around most of September. I phoned Corporate customer service and got the run around by several different people. I ended up waiting at least 45 minutes on hold every time only to get different people and different stories about the situation. I was told they would look into the situation and phone me back and sometimes they would but mostly it was me calling them and being put back on hold, waiting at least 45 minutes before someone else would finally get on the phone. I would try to explain my situation again to another uncaring representative of Sears. I even tried the Presidents line and got no further ahead. After speaking to Andre,Rosa, April, Joyce,Micky, Annie, Ann, Carol, a second Carol, Tina, Gerald, Frances and a whole bunch of other representives I was finally told that Sears would give me a buy out with the understanding that a new range would be purchased from Sears again. The buy out was insulting considering we had purchased the 5 year protection plan and our range was only 2 years and 10 month old when it stopped working properly. I was told to take it or just wait untill Sears could get the parts. I had by this time been told so many different stories including that the parts were no longer available on this 2 year and 10 month old range. I reluctently took the buy out. Not being happy with the situation I went looking for a range of the same type and model. Jenn-air downdraft range was the only one that would fit in our custome island. Finally I found one at a Sears Store and phoned long distance to see if they had it and when I could get one. It no longer came in white so I had the choise of stainless or black. I didn’t much like that, as all my appliances were white but I thought it was better than none so I purchased it. On Friday, Sept 17th. 2010 still not happy with Sears and the attitude; I decided to phone Jenn-air to see what they had to say about the parts in question as the parts were still under warranty from Jenn-air as well. I was then told that Jenn-air had the parts. Sears had not contacted Jenn-air about the parts at all! Sears corporate sent the template(buy out) to the store that I purchased the new stove and the store is supposed to credit my visa when they received the older range back. Which they did on Saturday, September 18th.2010. I’m very dissappointed with Sears and it’s representives from corporate customer service. I feel that Sears representives are very deceptfull. If Sears wants call centers to look after their loyal customers then maybe they should get together and get their facts and stories straight. Unfortunetly I have to deal with Sears for the new range. I will be looking elsewhere when the time comes for other new appliances or big ticket items. I am out of pocket for this new range (same model and features as my previous range) near $2000.00.
Sears SUCKS!!!!!
September 21st, 2010 at 12:07 pm
We purchased window treatments over 3 months ago and we still haven’t heard ANYTHING from the home installation department at Sears.
Although the payment was process MONTHS ago, we haven’t received any updates on our order and every time we try calling to get some information, nobody seems to be able to give us a straight answer.
This whole process has been absolutely horrible and I must say that I am extremely disappointed with Sears’s customer service. I have phoned over a dozen times and each time I spend over 1 hour on the line and give up each time because I can’t seem to get an answer! And on top of that, I have to deal with
1. Customer Agents that have such a thick accents that sometimes I simply cannot understand what they are trying to tell me
2. Give me attitude (I am the CLIENT remember? not the other way around)
Not only does it feel like our payment (over $3000) is being held hostage but the overall unprofessional service and experience with Sears Canada has really changed my opinion of the store.
I find it shameful that Sears Canada is so quick at processing payments from their customers but doesn’t deliver when it comes time to give the client what he/she paid for.
SO FRUSTRATING! I feel so powerless!
September 25th, 2010 at 9:17 pm
I have experienced the same kind o bad customer service. I wished that I had found this site earlier before my ordered was placed.
I had placed an order for a crib on September 7th and it was promised to be delivered September 25th. Just lest than 12 hours before they were supposed to deliver I was told that the crib was not available.
I don’t know when they will
Deliver it and the worst part os that like everyone else there is no avenue to complaint to. Sears suck.
September 28th, 2010 at 7:41 pm
Purchased this Kenmore built-in dishwasher Model 58715252402 March 2008 on sale for $ 368.00 (was $ 577). Installed the unit July 2008. Two years later, dishwasher stopped working July 2010….Paid $ 60 to discover that the motor was burnt out. Cost of repair with initial service call $ 325…88% of the cost which I paid for it. Sent a formal complaint to Dene Rogers, President and CEO, Sears Canada indicating that I expected that a dishwasher with the Sears Kenmore name of it should last more than two years (only one year warranty, of course). Never did get a response from this guy. Sent a copy of my letter to Frigidaire (who was the manufacturer)..no response from them either. (What’s new) Contacted Sears Customer service twice before they responded. Told they would look into it. A month later, they offered me $ 100 towards the repair or the purchase of a new dishwasher. Needless to say, we declined the offer. Didn’t want to buy another piece of junk from Sears. After dealing with Sears from over 50 years, we decided to terminate our business with them.
September 30th, 2010 at 11:17 am
Sears has the Worst Customer Service.
I am in the middle of trying to be credited at this very moment for the furniture I had purchased.
They are rude. I have been charged 3 times for broken furniture that was delivered to me.
Sears is disgusting.
September 30th, 2010 at 6:33 pm
I’ve been on hold for 1 hour 10 minutes and25 seconds (and counting) for a supervisor. I only wish I’d done more research before buying an appliance from Sears. Our refrigerator is only 5 months old and the icemaker doesn’t work. Now I’m told they are attempting to find a distributor for the part! It’s been 3 weeks since I initially contacted them, and still no part – and not even a hint of customer service. I find the whole situation appalling and there seems to be no real recourse.
October 2nd, 2010 at 7:39 pm
I have been dealing with Sears since 1951 just after I received my first pay cheque from the North York Board of Education. I have held a card since 1974 and have just finished cutting it up. I shall NEVER set foot in another store with the Sears name.
I have had a terrible experience with them. First about 3 weeks ago I tried placing an order online. Well that was a mistake. The website had all sorts of problems. I phoned the Catalogue store in Carleton Place. They informed me that they had had all sorts of complaints beginning Christmas 2009 and this is September 2010 I finally phoned the store and asked if I could place the order that way since I had run into some problems. The agent I spoke to seemed to find the whole thing amusing since I was met with just a laugh. I explained that about 4 or 5 items were for a birthday present and if anything was wrong it would be a while for them to be returned. I was told there was no problem just keep my bill. One of the items on sale was a sweater which was a named brand for $29.94. It came in a torn plastic bag/the collar zipper was open and there was body scruff on the inside so naturally it was not wrapped. There were 3 other items. Since the recipient had put on a bit of weight the they were no good to me so I returned them to the store. NO WAY. I was 16 days and the cutoff was 10. This new rule had NOT been explained to me and when the young chap called for authorization he could not even get the story out. They simply said NO. The items had to hit the garbage.
That sweater alone was bad but because I decided to save the store some time I waited until the birthday was over. I wrote to Customer Service (socalled) and was sent a very apologetic letter and a $30 gift certificate which “will allow you to replace the items you wished to return” and a link to follow to read their Returns Policy. How Rude!!!!!!!!! I said thanks but no thanks along with an explanation and have heard nothing back. My next stop is the Better Business Bureau which is sort of useless but at least they will have another complaint about Sears. Thank you for listening.
October 10th, 2010 at 5:00 pm
tried to buy a lawn mower online – none of my model in stores near me. After filling in the personal bs, get warning that they could not ship to my shippiig address – my home. Called online number, had to give model number, was told model not available in my area (LA). Amazon ships everywhere. Eddie Lampert, your service sucks. Done with Sears. DOA
October 16th, 2010 at 1:01 am
did anyone ever think that the problem is not totaly sears fault, faulty appliances are made overseas, manufactures do not stand behind the products they make, sears only sells them. lowe’s home depot etc. sell all the same products with the same possibility of defective merchandise. as consumers we all want the lowest price, retailers are selling lower and lower everyday to get the customer to purchase from them. if you owned a company that wasn’t making a profit from the merchandise you sold how long would you be in bussiness.Sears canada sold their credit card to chase an american company, loss of income! something had to go, no longer could sears honour a satisfaction garanteed no matter what, return policies were changed, usage charges impimented (as does other stores) call centers sourced overseas, ( whats a dishwasher) no wonder you received the wrong part. parts not supplied quickly from the manufacture. low pay for all employee’s no chance of raise, hours cut,. just what do you think lowe’s or another retailer will do after the warranty runs out.
no receipt no return this applies to all retailers including grocery stores. purchased a fridge in 1984 (not from sears) it was a ge 20cu ft paid $1000. you can get the same size for about $800 thats 26 years ago and it’s $200 cheaper why? quality quality quality
the fridge compressor use to have a 10yr warranty it is now 1 year, that is the manufactures warranty not the retailers.
delivery is contracted out and some of them don’t care
don’t take it out on the sales person, their trying to make a living, do you think they want you to have problems, do you think they like being yelled at for del, service or quality problems. when you return your merchandise they lose income,how would you like your employer to deduct your next pay because the guy who works on the other side screwed up. yes customer service sucks, but then again have you tried getting you phone bill fixed lately, doesn’t really matter which company.
products made overseas, jobs being lost to oversea companies, canadian companies being purchase by USA or forigne companies,and then closing them.
employee’s are being treated like slaves, if you don’t like our policies quit. strike what for? the company will bring in replacemnt workers or close the doors and move elsewhere. pretty soon we won’t be able to afford products from the buck store, but if you can,, if it breaks you can throw it away and buy another one for a buck, just whats it’s worth
October 19th, 2010 at 12:53 pm
May I add my name to the long-time (50 years) customer list that will cease being a regular customer of Sears. In November,2009, I purchased a leaf blower to replace an older Craftsman that had “worn out”. I used it once. In the spring of 2010, I got it out to use and it would not start. As it was under warranty, I preferred to return it for repair rather than a third party. What a mistake! When I got a bill for the repair of my leaf blower, I inquired and after much wrangling, found out that the purchase in November was registered as a “hedge trimmer”. It took until July for them to find and return my blower just as I was leaving on a trip. In September, I went to use the blower and found that one of the 2 parts of the exhaust assembly was missing. No response on what happened to the part.
Then, to top it off, when I went to redeem my Sears Club points, I discovered that (and they claim I received notice) that the rewards had been reduced by two-thirds (after already reducing it shortly after Chase-Manhattan took over the card business).
So, why bother with Sears? Remember the words “caveat emptor” and deal accordingly.
October 26th, 2010 at 7:03 am
I just want to add my name to the list of unhappy “clients” of Sears.
On April 30 I purchased a new Craftsman Lawn Tractor. 6 days later just after I started using my “new” tractor for the second time, the blade belt broke. I called the sears store where I bought it and was told the belt is a wear item and not covered under warranty. (even after 6 days!) I called the Sears “customer Service” and complained enough that they agreed to send a tech to replace the belt at no cost.
On Aug 10, the clutch cable broke. Again called Sears and it was fixed under warranty on Aug 18. Aug 21 I started cutting my lawn, and the clutch cable broke again. On Sep 8 it was finally fixed again. Sears sent a $50 gift card for my trouble. On Oct 3, the clutch cable broke again! Today is Oct 26 and I’m still waiting for a call back from the “senior” service tech to come look at my tractor. When it works, it works good, but it does not work very often. Craftsman “had” a very good name in lawn tractors, too bad the outsourced it the same as everything else.
October 29th, 2010 at 10:55 am
Well I will put my name down as a nay for Sears. I had my ducts cleaneded last week and the estimator that they sent out said that I should have my blower and coils cleaned at the same time. which made sense if your cleaning the whole system. Well as you know if you have had any dealings with sears that you have to make an appointment not only for the duct cleaning but also the blower and coil cleaning. These people do not work for sears, not the people who clean ducts or clean coils or deliver your products from the warehouses or your furniture from the stores. This is all contracted out to the lowest bidder, with a broken down truck and a low wage employee, infact the guy who cleaned my ducts took 2 hours and told me that he was only paid buy the house for 1 hour at min wage.The person that came to clean my coils was about to take the coil out of the furnace and I asked him if he was going to charge the system because he was going to disconect the lines, and for approx $130 didn’t think they would he said will the freon come out. I said at that point just do the best job you can because I am not going to call the furnace guy’s to come and charge the system because some dummy doesn’t know what he is doing.Getting back to the appointment I had to wait for the guy that would be here between 11am and 1pm, and you know that is not going to happen at Sears. but he did get here about 4Pm. The next week was the duct cleaning and yes they were late. First they were sorry that they were having a few problems with sears telling people that they were on time and they were not. Second they told me that after they were done that they had no proper metal to make covers for all the holes which was about a dozen. Sears was suppose to get them the proper metal but hadn’t. They used a piece of dryer vent and cut it into pieces and folded duct tape over to make a gasket and screwed it up.It looks like hell. I am going to have a furnace company make me the right galvanized metal ones and put them up myself.I CAN’T IMAGINE ANYONE GETTING THEIR HOME WINDOWS OR SIDING DONE BY SEARS, THEY WOULD HAVE THREE OR FOUR SCHOOL KIDS DOING IT. Sears is not the Sears of old where you had a Sears truck out front and the employee wore a Sears uniform and you could trust them.It has changed into I will get the job done at the cheapest rate they can and charge you the most they can. If you shop at Sears take it home do not get it delivered. I hope that when you read this it will help you avoid some of the problems you will encounter and trust me you will encounter.
November 20th, 2010 at 7:18 am
It is truly amazing how smilar all these incidents are with Sears. I know SEARS SUCKS. NOone should ever buy ffrom them again. Just type in Sears Sucks on the we and you find so many stories just like those above.
I purchased a gase stove from sears. I am a single mother and stuggle for every dime I make. No I am not a single mother by choice. My husband forgot to tell me he did not want children, after we planned for one and became pregnate. So do not judge that part of this story.
Anyway the owner of our local store sold me the appliance, and showed me the conversion kit taped to the back of the appliance along with its easy to follow instructions. He also sold me a master protection plan, which would cover cosmetic damaage for 3 years, flame height accuracy for 3 years ect.
I took the appliance home, followed the instructionsto the letter. the stove top worked fine, but the flame length in the range and broiler were running 6-8 inches high (they according to the instructions the flame should be 1 inch.) I thought well okay I will use my master protection plan to get the flame height adjucted correctly. They said um, no we do not do that. call your propane company. why my master protection plan should cove this. Nope you converted it to LP with the attached conversion kit. Well after a heated discussion with the owner who sold it to me, he made the call to the service department and i had a service appointment for NOV 2 between 10 and 2 . I called several times to confirm, I always got a recording that my appointment was still set. I had to work that day, but had 2 persons at my home waiting for the repair man, along with a sick child. They waited and waited, I checked my cell phone at 230 when I was released fr my traing class. The Tech called and refused to stop at my home unless I called him back and accepted to pay him for the service call because it was an instalation poblem and since I converted to LP they could not use the potection plan. I was very very miffed. I called those waiting at my home and explained what happened they were miffed too. I decided I was done with SEARS that evening. I found my reciept and read the return policy. I bought the range on OCT 11 did not have afunctioning appliance, made a service request through the store owner, for NOV 2. I took it back with care on NOV 5. Theowner refused to do a return until he takled withthe service manager, to find out what was wrong withthe range. I said he never or his workers never came to my property much less step foot in my home to see the range. He said well you never called me back that the service did not take place. I asked why I would have to. Because he should be called. Never once did he say I should call him for service repair, he just gave me the the service number after her made the NOV 2 appointment. Well he refused to talk with me anymore and said I should go have lunch or something while he waits for the call. I said no you do not get it, I tried that route. It did not work. the service department did not show up. why would I want to keepgoing a failing route? He said you won’t even give me a chance to repair this range. I said yes, I did even a phone call from you did not get this range repaired. He said did you even call your propane company? I said yes they wanted me to pay which of course they should, but I said why should I involve the Propane company. He said well I would rather pay them than take this return right now. I said you never offered that, or I would have done that. well he said he was done talking to us and he stormed off to an office and we did not see him again that day.
Well I tried calling the service department to expedite the return. Well after being transfered several times, the sears call center person wanted to speak with a worker at the store. I was On MY CELL. I passed my cell to the floor manager, who had not hidden from me…they discussed the issue and 15% restocking fee…The service center guy understood the policy they way Idid, 15% restocking fee for home electrionics, matresses, and built-in home appliances. Mine was a free standing gas range. The store floor manager had to explain tothe service center that it is assumed to apply to all returns, it just does it is store policy
I thought the conversation was interesting. However I was not allowed to leave the store unless I kept the stove or paid a 15% restocking fee of 71.39 I tried again to get the store manager to understad the law and that one can not assume what is not written.
Well I paid the 15% restocking fee to leave the store..then I started the communication with sears to get the money back…They called after several communication to inform me they would not give the money back because it was an installation charge. I said I never had the stove installed by them..to that they said oh well then you alter the appliance to LP. I said yes I did with the parts attched to the appliance by SEARS with the instructions FROM SEARS, to which she said it is per policy that alter appliances be charged a fee, said what policy, she said the policy cn be found at sear.com I said I have read that policy it is the same policy in my hand printed on the back of my reciept, and does not say that in the return policy. She said well it is policy and that sears allows their stores to apply charges as they need to. REALLY???? Ithink I should beable to assume that in a SEARS store if there is no price on an item I should get to take it for free. Now we all know how that would end…TThat is why we do not get to assume, that is why their is a written policy.
WEll the lady said this only a phone call to inform you we will not refund any money to you all fees were per policy can I help you with anything else. I said yes. I would like acopyof the policy that you are using sent to me so I can read it. She said she was not authoized to do that, but I could read it onsears.com. I said I read that one and that I would really like the copy that they have to find these policies she says exist. She said she was sorry, but she could no longer be of service.
Well I am done with SEARS…I realized KMART is a SEARS store so I paid off my Layaway recliner for my Son One monther earlier. I followed al the online instructions to pay it off. I was succesful and reached a screen that said my account was paid in full or finished 100%. when I wne to pick it up they charged me another penny….WHY I told the girl I paid it off and had the number of the screen that told me so, she said it says you owe a penny. I paid the $#^%$^% penny and took the chair home. I pray that our chair goes together properly, I do not want to do the return process again… Now that my business is complete with SEARS, my family, extended family and friends are having a party to which you are all invited. WE ARE HAVING A SEARS CARD BURNING PARTY AND VOWING TO NOT SHOP WITH THE SEARS CORP. EVER AGAIN.
MY ELEVEN YEAR OLD SON WAS A WITNESS TO ALL OF THIS AND WAS THE FIRST TO POINT OUT THE COMMERCIAL JINGLE FOR SEARS AND HOW FLASE IT REALLY IS. WOW EVEN AN ELEVEN YEAR OLD CAN SPOT A THEIF.
SEARS SUCKS BYCOTT SEARS THEIFS DESERVE JAIL TIME NOT YOUR HARD EARNED MONEY.
November 21st, 2010 at 10:12 pm
I sympathize with everyones comments. Sears is certainly not the company it once was! I’ve shopped at Sears Canada for over 25 years. Even though their prices are often a little higher, their money-back guarantee made it worth while. But apparently they no longer guarantee their products.
I purchased a pair of slippers for my grandmother as a gift. She needed one size bigger so I ordered a larger size through the catalogue and planned to return the other slippers on pick-up. Well, they refused to take the slippers back because I missed a deadline I didn’t even know about by 5 days. Even though I explained it was a gift and I was ordering the same slippers one size larger (so I wasn’t asking for my money back), they wouldn’t budge.
So now I’m out $52.00 and Sears no longer has a loyal customer! In the past 25 years I have purchased furniture, appliances and clothing through Sears because I could count on the fact that they back their products. But that is no longer true and therefore they won’t be getting any of my business in the future!
Unfortunately in not even offering an exchange they have a return policy that is less then some of the worst stores in Canada. Shame on you Sears!
December 3rd, 2010 at 1:31 pm
Sears has the absolute worst customer service ever. I was trying to order a sweater…it didn’t come on the day promised…I called…they gave me another date….didn’t come….I called again…didn’t come…and today I called the complaint department very frustrated and bottom line is it still had not been put through. We went through the card number, name thingy AGAIN….3rd time….and so now we will see. Customer complaint was not very professional at all…soooo frustrated I think I will cancel my Sears card!!!
December 7th, 2010 at 12:58 am
WOW – I know Sears customer service is bad but 81 complaints on one forum is incredible
Here is an email I was forced to send to them today:
From start to finish placing an order with your store has been a most unpleasant experience
I placed an order on December 1 for a Tassimo Coffee maker on sale at 119.99. I had a gift card for $100 and was dismayed to find out that I had to charge the whole amount to my credit and then wait up to 14 days to have the amount reimbursed to my card. This is RIDICULOUS, I do a huge amount of shopping online and have had numerous gift cards and have NEVER had to do this. ALL other companies are able to process gift cards at the time of purchase. Despite my misgivings I placed the order anyway.
Next, there was some problem with the credit card number but I received no notification of this. It was only because I became concerned that I did not get an email confirmation of my order and inquired about it, that I found this out.
I called in with a corrected credit card number and my order was re-placed. This time I got a confirmation by email and had been charged $197.00 instead of the $119.00 that the original order was. When I called back to have this corrected I was told that I had to PROVE that the original order was at $119 by faxing in the info. This is unacceptable as I do not have a fax machine and I would have to go out in a snow storm and pay to fax it to you. She told me that when I pick it up they can do the adjustment but they might not want to do this at the depot and I would still have to fax the PROOF. I find this totally UNACCEPTABLE. The onus should not be on me to do this.
Do you even know what Customer Service is??
I find it really hard to believe that you cannot look up the price of an item and determine what price it was selling at on December 1 and do the adjustment! If you can’t you have serious problems.
I trust you will rectify this situation.
December 12th, 2010 at 2:13 am
I warn everyone in the Greater vancouver area, DO NOT PURCHASE ANY HVAC EQUIPMENT, from Sears. Sears only has 7 HVAC technicians for all of the GVRD. They handle only emergency calls. Instalations and warranty repairs are done by contractors. Most of them are sloppy, poorly trained clowns, who do not care about customer service. What does this mean to you, oh possible purchaser. Installation of equipment may not be done properly. Then when it comes to warranty work, be prepared to wait and wait. Never expect to get a call back or informed as to the status of your repair. And most importantly, the contractors only work 8 – 4 monday to Friday, so be prepared to take lots of time off waiting for them to show up and of course they wont.
I will not go into my experience in detail because it would take several pages. From the installation of a Carrier furnance 3 years ago, to warranty work required, this month – Dec 2010, customer support and satisfaction by Sears is laughable. At this point, my furnance still does not properly work after calling sears almost 3 weeks ago. 3 weeks of follow phone calls, days of taking time off work or leaving early to be home for a contractor, who never showed up. Phone call after phone call.
Needless to say, I will not buy anything from Sears again. Not even a pair of socks. I say the only thing this company will listen to is the sound of shoes leaving their stores. is the sound of silence in their stores. I say boycott this sad excuse of a company
December 28th, 2010 at 12:23 am
Sears in useless. After 5 weeks of going back between the Philipines and canada i have come to the conclusion that neither side talks to each other. One makes appointments and the other cancels them. Neither side talks to each other and the repairs guys say that they show up when they dont. It is unbelievable how they have trained the philipino counterparts in knowing how to deal with pure incompetence. They are good at apologizing and telling you to merry christmas. A SAD COMPANY if that is what we can call it
December 28th, 2010 at 1:18 am
can the BBB do anything or just document the horrible service
is the service better in the USA done in canada
January 17th, 2011 at 6:50 pm
Sears are a bunch of rip of artists.
We ordered something almost a month ago and it has still not arrived! We have called many times and they keep saying it will be on tonight’s truck etc… Well, I have been told this 4 times already and each time my order does not arrive. We made this purchase with Giftcards and now they are saying the order is COD. COD? With giftcards??? Now we will have to lodge an investigation as they do not believe we have paid for our product even though the money is no longer on the cards!!!
February 7th, 2011 at 7:54 pm
Tried to buy a Sole F85 treadmill from Sears December 29th, 2010. We were given an original shipping date of Feb 1, 2011. My wife phoned the customer service center the morning of the 1st and was told that the treadmill was scheduled to be delivered some time that day. The treadmill hadn’t arrived by 4:30 pm so my wife phoned and was told that the delivery date had been changed to Feb 4th. This upset her a bit as she had stayed home the whole day but there was little we could do; she could not get an answer as to why the treadmill hadn‘t come. Feb 3rd we received a call from out local Sears saying that our product would be delivered the next day. My wife waited at home again, the treadmill did not arrive by the afternoon so she called the customer service center and was informed that treadmill was now supposed to be delivered on Tuesday Feb 8th. This was incredibly frustrating, we phoned the local store and the customer service center a few more times, they expressed regret but they did not seem to be able to tell us what had happened to the treadmill. We were told that it was to be delivered on Feb 8th and that it should arrive at our local Sears on the 7th. We called our local Sears on the 7th and no treadmill had arrived . We called through to the customer service center and we were told that they would place a trace on the location of the treadmill and phone us back. Never heard back so my wife phoned them at 5 pm our time. We were told that it looked like our treadmill had arrived at our local store in January but it was mislabelled with another persons name so they sent it back. They offered to order us another treadmill but they said it would be March 7th before it came in. We cancelled our order.
Very frustrated with Sears:
1) The full value of the treadmill was billed to our credit card for the last 5 weeks. This means we will pay some interest for something we never received.
2) My wife stayed at home from 9-5 for two days. This was a waist of time.
3) If someone had investigated what happened to the treadmill on Feb 1st it could have saved a weeks worth of frustration.
4) We were told our reorder wouldn’t arrive until March 7th you would think that if a company made a mistake that they would do everything possible to get the item to the customer as quickly as possible. Must be able to get this product from the manufacturer quicker than this.
You may see this same message on other sites I’m trying to warn as many people as possible.
February 9th, 2011 at 10:19 pm
Here is a loooonnng story made as short as I can without losing the point.
• February 2009 – first mistake – bought a Craftsman snow blower – 305cc motor — 27″ cut.
• Approx. January 14th, 2011 snow blower motor “throws a rod” through the side of the engine – that is Tech talk that means the inside of the engine comes apart and blows out through the casing of the motor.
• Call the service-centre and explained the issue – the service rep. says she can see when we purchased it and said the machine was covered under the 2 year warranty – so we scheduled a service call for Thursday, Jan 20th between 8:30AM and 12 noon – I shuffle my work to suit this time slot. She also explained that the actual service call charge of $19.95 may not be covered under the warranty time and it could be charged to our Sears (M/C) Card.
• Jan. 20th 10:30AM arrives – no sign of the Tech so I called Sears Service rep again and they said the Tech could not find our house and had tried to call us but our phone had been disconnected – I was talking to them on our “disconnected” phone – great trick, eh? I ask what number they had listed and they said XXX-XXX6 – our number is XXX-XXX3. They went on the blame us for giving them the wrong phone number. I said I didn’t think many folks give a wrong number when giving their home number. They said, “oh ya – I guess your right”.
• So now here I am at home, missed work, no service tech. I am getting concerned (but not too surprised) that the service tech wasn’t going to show. The call centre sends a message to have the Service Tech call me at home.
• Service Tech calls around 11AM and says he couldn’t find our house and our call time has gone past – he wouldn’t be able to make it that day. He said the work order said that the motor threw a rod through the block and he couldn’t service the machine at our house anyway. He called Montreal and gets the approval to repair the machine at the shop in our local Sears store. He calls back around 1PM and says he has the approval to repair the machine and I was to take it to our local Sears store. This machine weighs close to 400 – 500 Lbs and I am supposed to load it and deliver it to them after they didn’t even come to my house!?!
• I call the service number several more times and get put through to the Montreal centre and they confirm the conversation with the tech. I then get put through the Corporate Customer Service (I think in Belleville) and after several minutes of conversation, they tell me to take the machine to my local store and they will send the service order to the local store and the local store will handle it here at a local level.
• Saturday – 22nd Jan – I deliver the machine to the local Sears store – thanks to two other friends that helped me.
• Monday – 24th Jan I call the store and the sales rep in the department says she checked the work order and nothing had been written by the service tech – which often means the tech has ordered parts and they are likely waiting for those parts. It made sense at that point.
• Tuesday – 25th Jan I go to the store. The manager of the department and tell him what I was told by corporate office. He said he has nothing to do with it and could only send an email to the service group. “There is nothing you will do for me after all I have been put through?”, I asked. He said he was only going to send an email. That is all he did and I left the store.
• Later Tuesday – 25th Jan – I call through to the service centre line again. They said they would have the service tech call me within an hour or two. NO Call!!—again.
• The story goes on for a few more days
• Here is the email I send to the local store manager:
Date: 01/31/2011 07:45AM
Subject: Regarding the snow thrower in your warehouse
There has STILL been NO contact made by Sears regarding the repairs to my snow thrower – Repair tag XXXXXXX and Service Order #XXXXXXXX. Corporate Customer Service Office on Friday again said that this issue would be dealt with on Saturday and nothing has happened again.
Immediate action on this issue would be appreciated.
• Here is his answer: (feel free to contact him to confirm his story)
Thank you for your e-mail.
I have again forwarded off your concern to the service dept. for resolution and have requested that they update you.
Best regards,
Michael Breau
Associate Store Manager
Sears Canada Inc.
Saint John, N.B.
506 632-3630 ext 417
Fax 506-632-3640
• Approx. Feb. 1st – service rep (Call Centre) calls and says they are not going to cover machine under warranty. I ask why not – they said they didn’t know. I ask “are you just calling to say it is not covered, not explain why not, and then hang-up?” She said yes sir. I ask to speak with her supervisor (she said it was Cheryl) and she said Cheryl was too busy right now, but they are going to refer the issue back to the service tech and have him call within the next hour or two. NO Call!! – again.
• Feb. 1st – Go to the local Canadian Tire store and buy a new Troy-built – (which I really like). While there a customer comes running into the CTC store starts moving the snow blowers around and looking them over pretty good. “Getting a new snow blower before the big snow tonight?” He said “not really, just looking for a replacement for my Craftsman snow blower “ — that had thrown a rod through the motor casing and Sears were not going cover it. They told him that the governor had stuck full throttle and that was why the motor failed. I found this very interesting because many of the on-line complaints were that the motors ran full speed all the time – so this wasn’t a unique condition to this poor guy (I wish I had of gotten his contact info) and his machine. The governor only adjusts for loads applied and adds more gas to maintain the engine speed at design – in these machines it is full speed. The tech’s story doesn’t make much sense – just another “way-out” for Sears.
• By the way, I should mention that the motor is a 305cc Briggs and Stratton – just in case anyone might wonder if their machine could be affected. Do your research!!!!!
• 2nd Feb – Get an email from a service rep: Get a load of the “Thanks for shopping at Sears” – IMAGINE??!!
Subject: CASE: XXXXXX Gerry • Repairs
Hello XXXX XXXX,
On behalf of Sears please accept our sincerest apologies for the manner in which you were treated and the way we handled your Service Repair. This is not the way we want to conduct our business and we apologize for any inconvenience this may have caused you. We have documented your concerns regarding this experience for internal follow-up with all associates involved to ensure that we provide our customers with the highest level of respect and customer service at all times. We do not want these types of incidents occurring in the future.
Thanks for shopping at Sears.
Regards,
Gerry
Sears Corporate Home Services
• I am so offended by the lack of sincerity in this rep’s email comments. So I send another email:
Do you think that just sending an email or making a phone call is fair to any client? Sears just has a rep call and say we don’t cover this and that’s it!?!?
I at least deserve a one to one conversation with the “SENIOR TECH” to have him explain why the machine is not covered. There has been NO abuse of this machine — it has ALWAYS been maintained properly — it is less than two years old — it has only had 2 1/2 tanks of gas through it — and the rep that took the call (as the “recorded client call” will confirm) told us not to worry as it clearly shows the machine is under warranty [she said she could see that from our client card purchase records].
If your words from Sears are truly honorable, I would really like to see the results/adjustments Sears will – and have – made to their system because of this issue. Words are only words when it comes to Sears and their credibility over this one.
Your technician has not properly looked at nor assessed this unit. He has not discussed this with me. The whole scenario has been outrageous and uncalled for. I have done everything I was told to do by the service manuals and by Sears. The machine is less than two years old and the warranty is for two years. So, of course I expect the machine to be repaired under the warranty.
I am waiting to meet with xxxx xxxxx your Senior Technician. I want him to explain to me how and why “HE thinks” this machine isn’t to be covered under warranty. I “believe” I have done everything in my power to honor the terms of the warranty.
I have been run around far too long — please have those “in the know” contact me and set up a meeting to explain (and prove) their points and judgment in this matter. Sears cannot just say no and walk away – and expect customers to accept it.
• Sunday night – Feb. 6th — I get this email in response to my email:
Subject: CASE: XXXXXXX Gerry • Repairs
Hello XXXX XXXXX,
Again we understand your frustration regarding the repair of your snow blower, and we have been advised by the service unit that you can pick-up your snow blower anytime, and why the unit is not covered by the warranty will be explained in full detail to you. Again we apologize for any inconvenience this matter may have caused.
Thanks again for shopping at Sears.
Regards,
Gerry
Sears Corporate Home Services
• “Gerry – Sears Corporate Home Services” is available at [email protected] if anyone has any comments or questions.
• Next, I call the service call centre number again. I was told that there was a plug missing from the oil sump and that voids the warranty. They tell me to go to the store and pick-up my snow blower – the service tech would be there to further explain the issue. I told them at that point that I have pictures I took prior to delivering the machine to the store – these photos show all the plugs in place.
• I do recognize that I have pictures that could be argued to be from another time, but the pictures also show the hole blown in the size of the engine casing.
• Monday – Feb 7th – I pick-up the machine and take it home.
• When I go to take the machine from my truck, I find a puddle of oil in the back of my truck bed. I look for the source – there is a plug missing from the oil sump. This plug was there when the machine was delivered to the store – so where did it go?????? Who took it out? I am sure I will NEVER find out how this happened. If the plug was missing before I delivered the machine, it would have leaked oil into the truck bed on the way to the store. The plug went missing after the machine was delivered to the Sears store. This still voids my warranty – how cheap is that!?!?!
I do want those that read this to know that I am a mechanical person by trade and I do know most things about motors and the controls for equipment. I do understand what can happen to an engine – that’s why we look for a good warranty. Sears DOES NOT have it!!!!!!!!!!!!!!!
It looks like I lose this time. I hope that everyone that reads this (believe me this IS the short version of this mess), can take the time to advise everyone they know of the treatment and disrespect I have been given in this matter. I wish there was some way to PROVE ITall – usually I am better at keeping files in case this nonsense occurs. The one time I let my guard down, that is the time I get it right in the heart – and the wallet (about $1300.00).
Please beware!!!!!!!
February 26th, 2011 at 4:54 pm
SEARS was surprisingly horrible in their customer service….
To make a long story short, I called them on Friday afternoon to fix my Kitchenaid Fridge/Freezer that I bought from their Yorkdale location 5 years ago. I have no troubles with the Yorkdale location but I have a problem with their call centre that handles repairs.
On Friday they said they’d send someone on Saturday between 8-8pm. They would call me on Saturday morning and tell me a more specific time. They called me ( Ruth ) on Friday night and said I’m on a waiting list but it may not be on Saturday. Too many calls apparently. After thinking about a few minutes i called them back. They ( Ryan ) told me that I’m on an emergency list and that they’ll be there on Saturday for sure.
No call on Saturday morning. I called them.
It turns out that someone called in sick so there were not enough repair people and they only work until 4pm. No Sunday work. Maybe they’d fix it on Monday. (Not helpful). The woman ( CARLA ) was very rude. I asked for her supervisor ( LORENA ) but after saying she didn’t have one she then changed the story and said LORENA was on lunch for an indefinite time. When I was asking her if there was any plan in place for me to have it fixed she started getting an attitude with me and said have a nice day then HUNG UP!
I called back again. By this time it was after 1pm. I spoke briefly with CHRIS who finally transferred me to a corporate supervisor.
This supervisor, SHARRON, was no more helpful nor courteous as anyone else. She sounded groggy and needed another cigarette to wake up. She simply gave the party line that it wasn’t under warranty ( IT’s ONLY 5 YEARS OLD! ) and there was a deficiency in the number of technicians so if I’d like to reschedule for another day next week she could do that. She refused to answer my question as to if SEARS CANADA President, DENE ROGERS, would like to hear this example of customer service. SHARRON ended up going to get another colleague to talk to me; Shawna. Again, they wanted to reschedule me. NO THANKS!!!!!!! Never again SEARS. No wonder people are starting to buy from companies outside of Canada.
March 6th, 2011 at 9:52 pm
sears is full of crap. my second major purchase from Sears in the past year and they FAIL to deliver without even giving me a call. they should fire EVERYONE in delivery AND installation. Once I track them down they tell me they will call me back in 15 minutes. what a crock of crap!!!!!! In two days of me calling and tracking the dispatch petson tells me the installers told them that were not getting paid enough and refused to do the work. bottom line…. Sears is full of employees and contractors without an ounce of integrity.
March 10th, 2011 at 11:14 am
I have always bought my appliances from Sears and never had a problem with their service. Last year I purchased all brand new appliances from them and spent over $5,000. One of my appliances, in my opinion is defective. But when I called Sears customer service they told me there’s nothing they could do and that if they sent a technician they would charge me $100. When I asked to speak to a supervisor she said I was already talking to one….which I find hard to believe because she was supposed to book a service call.
I asked if this is how they treated their customers, she said, “yes mam.”
Now that’s what you call service! or lack thereof!!!
I WILL NEVER buy anything at sears! They lost a customer forever!!
March 25th, 2011 at 5:15 pm
My 7 month young front load washer stopped working on March 4, 2011. It is now March 25th and after many phone calls to service (people in the Phillipines and who knows where – who arrange your service call), rearranging my work schedule twice and being told on the day of by a phone message that the repair person was sick, that SEARS had overbooked, and now having to wait with fingers crossed that SEARS will get the part next week – 28 days since the machine broke down!!!!!!! Being given a window of 12 hours to sit at home and wait for the repair person should be outlawed.
I am on my 3rd dishwasher in 9 years, all purchased at SEARS. Called to follow up about my second dishwasher – nobody bothered toget back to me.
Corporate office just says “oh sorry for the inconvenience” Corporate office has taken a course in stating the party line and apologizing and it means nothing.
I wanted to return both the washer and dryer but no they wouldn’t take them back.
I WILL NEVER buy anything at SEARS! They have lost a customer forever!!
It will be interesting to see how long SEARS will last when they don’t stand by their products or service.
April 3rd, 2011 at 6:53 pm
I also have a comlaint. Like many others here my story is too long to recount. I have lost count of the numerous times I have called Customer Service, Corporate Customer Service and the store. I also believe that their strategy is to wear you down and make you so frustrated that you will give up, even when you are in the right.
Bought a gas stove- 1st one that came was electric, second was damaged, third one had a part missing.
Was transferred to the parts dept. without being advised my call was being transferred, and without advising the parts dept. who I was and why I was on the line. Had a difficult time communicating to that person. They couldn’t seem to find the model number I was quoting, even though I pulled the sticker off the door and read it to them several times. Eventually the Guy told me it was on order and I would receive it in a week. When it didn’t arrive, I called back. Again they had difficulty finding the model number. Eventually checked my account only to tell me that NO part was on order. Couldn’t face ordering the part and waiting again,so I went in to the store and TOOK the part I needed off of the display model.
Bought a mattress & bed, the bed broke after 4 months and damaged the mattress, they won’t replace it.
Exchanged the mattress once, as is allowed under their guarantee, and they have been charging me for both ever since.
Also, it took a month to get the proper gas stove, but they put it on to my charge account immediately.
I have spent approx. $17,000 in their Port Coquitlam BC store over the last 5 yrs. So while I have been loyal to Sears I find that they are not loyal to me.
Everybody you speak to tries to pass the buck. The Customer Service Rep will say you need to speak to Salesman at the store, they will tell you to take it up with the manager, the manager will tell you they have no authority and that you have to speak to Customer Service. You just have a huge run-around and nobody will help you out.
Bottom line: Neither me or my husband or anybody else in my family will ever purchase anything, not even a pair of underpants, let alone a major appliance or furniture from Sears ever again.
I have some purchases left on my charge account, they are equal installments- no interest. I will not be paying it off early (no incentive to do so) and once they are paid off the account will be closed down.
April 4th, 2011 at 12:18 pm
I am currently working at sears corporate office for parts and service.
I can not leave my real name or it can /will mean my job.
When a customer emails or writes into the presidents office? The very same corporate customer service rep that advised you to do so? are the one’s responding to your letter inbetween calls.
Sears used to compensate customers with a gift card for most inconviences the customers may have endured. However, that policy? Is now changed. Corporate office is no longer allowed (ALLOWED) TO give the gift cards or to compensate other then for EXTREME reasons. (a repair tech no call no show even 4 times is not a good enough reason)
Corporate office agents are now expected to upsale on every call as well.(could mean there jobs if they do not do so)and are not paid for these upsales.
I work at sears. Would i purchase any appliances from them? HELL NO.
April 11th, 2011 at 10:31 am
I have had a very disturbing issue with Sears. I settled for a 200.00 credit much too soon. I have out more to correct my problem. I refuse to deal with the Belleville office and have gone to the BBB> Because i settle too early they will not look at my case. Do I go to the media and report or is they anywhere in Head Office to report bad customer service. Telephone numbers or names. I am very much upset about this as it has cost me time and much more money. HELP
April 19th, 2011 at 9:31 am
I’m the only one that has not had a problem with Sears -
BECAUSE I DON’T STEP ONE FOOT IN THAT STORE – everyone i know has had a horror story like the ones posted – Sears are not who they were 30-40 years ago -
i wouldn’t buy a toothbrush there – it’s important for everyone to spread the word to the people who have not had problems with sears (like me) and send them to this website before they consider to shop there – wishing you all the best with your issues
April 19th, 2011 at 10:44 am
sears horrible
April 21st, 2011 at 7:53 pm
I hate sears and their lack of customer service. I stayed home since 1:00pm today for a technician and it is 8:00pm and he never showed up. When I called Sears they told me that a Technician would call me within 24 hours. I could not believe it. I took a ady off and the unprofessional Technician never called or showed up. What is this place. What happened to their customer service advertising. I WILL NEVER EVER AGAIN PURCHASE ANYTHING FROM SEARS. THE PEOPLE STINK.
April 22nd, 2011 at 9:06 pm
See what they did to me
http://www.youtube.com/watch?v=WpBJYlTPIsY
In 2002, I had 25-year roof shingles and ventilation installed by Sears Home Central in Ottawa.
The day following the installation, I contacted Sears expressing my concerns about the location of the Maxi Vent they had installed. The salesman came to see and insisted the ventilation was fine.
In the summer of 2009 I noticed the shingles are cooked, curling, breaking and leaking. I get huge ice dams in the winter, causing water to back up and drip inside.
Cause: Their own representative finally came to inspect it in July 09 and told me that the ventilation they installed was done incorrectly, causing excessive heat buildup in the attic, and it is Sears’ responsibility. He also said that they would fix the ventilation and reshingle the roof at no cost to me.
Since then, all I get is runaround, excuses, gobbledegook and outright lies from the local Installation Manager in Ottawa and from Customer Service.
Be warned. If you need any work done, find another contractor than Sears.
Update— I had the whole job redone at my expense in April 2010. The latest BBB report on Sears at the time:
BBB Rating April 17, 2010
Based on BBB files, this business has a BBB Rating of F on a scale from A+ to F.
Reasons for this rating include, but not limited to:
669 complaints filed against business in the last 36 months
11 complaints filed against business that were not resolved.
Failure to respond to one complaint filed against business.
One serious complaint filed against business.
May 2nd, 2011 at 11:37 am
Hi
I also have a problem with SEARS customer service. I am in the process of sending a registered letter to Sears President, but am not quite sure what good this will do. Does anyone have an address for Sears where I could send my complain letter. I can’t beleive all the run around that I am getting. I plan on sending a letter to the Better Business Bureau and registering at Small Claims. I am very surprised with their bad service and NO CUSTOMER SERVICE.
May 4th, 2011 at 4:27 pm
On 7 April 2011 I visited the Bolingbrook, IL Sears Store (200 North Weber, Store #5702) to purchase a rototiller that Sears had on sale. When I went to pay the cashier requested my phone number. I explained to her that I do not give out my phone number and that it is personal information. She stated that I could not purchase the product without giving her a phone number. Because I consider my phone number to be a private matter I did not find this to be an acceptable response. I asked for the on-duty store manager (Rick) who basically insisted the same thing.
Thinking that this was just a matter of the cashier needing something to fill in a blank on her cash register I told her to use any number. She would not. I then gave her a number to use, which she would not accept. Rick, the store manager agreed with her that she could not accept the number I had provided. Overhearing what was transpiring, another employee came over. She told the cashier to “just put in any number, that this was done all the time” and that there were many people who did not like to provide private information like their phone number.
Finally, they accepted the number I provided to them. I thought we were
over the hurdle, only to then have Rick insist that I was now no longer
eligible to obtain a standard warranty for the rototiller I was
purchasing. Basically, no phone number, no warranty. I explained that
I would be happy to register my warranty online or by mail, but he
insisted that was not an option.
I must say that the way I was treated at Sears was terrible. I
know that I am not the only person who values their privacy and personal
information. I also know that Sears’ system, and that of many other
companies much larger than Sears, can easily be hacked into,
compromising customer databases. In fact, just recently I received a
notice from Capital One that their marketing vendor, Epsilon, had their
system compromised, releasing my name and private email address and that
of millions of customers. In the last month Sony’s site was breached twice, releasing 24.6 million subscribers’ info and credit card data. So, everyone should have legitimate fears that any private information they provide to Sears or others can over time become compromised by these ever occurring breaches.
Even forgetting the private nature of such information, one could only
extend Sears’ stated store policy to imply that anyone who does not have a
phone number, such as someone who recently moved or are in the process
of changing phones cannot purchase their products and obtain a warranty. And I say products, because although I was purchasing a rototiller, I suspect if I had been purchasing a new refrigerator, dishwasher or their Utility Mate portable trailer, (each of which could be an indication of someone moving who may not have an active phone number ) I would have been subjected to the same treatment. And, to make matters worse, the rototiller was a gift for a relative, so registering a warranty with me would not have even been correct!
In this day of economic downturn one would think that a company like
Sears would be happy to make a sale like this. Obviously, I
must be mistaken. However, in his February 2011 letter to its
Shareholders, Sears Holdings Chairmen Mr. Lampert noted that “2010 was
another challenging year for Sears Holdings. Our financial results
remain at unacceptable levels, and we are working to drive better
performance in both the short and long term”. Perhaps if Mr. Lampert
knew what was happening at the customer level he would realize where a
gaping hole lies.
I have contacted Sears Customer Service numerous times, looking for feedback on their ill advised Privacy Policy, and to figure out how I can get my warranty. So far, I have received 3 canned responses from them that indicate that they didn’t even bother reading the actual complaint.
I will continue trying to get an acceptablre replay from Sears, both on the warranty and on their poor policies. But in the mean time I guess we should all assume that with Sears, NO PHONE NUMBER, NO WARRANTY!
May 4th, 2011 at 8:11 pm
Getting now where with Sears Canada! I purchased a $2400 Bosch Dishwasher that does not wash. It has a 1 year warranty and I even paid for extra warranty at Sears. I opened the case over a month ago. Calls daily, 2 service technician calls where they both deemed there was nothing they could do. Technicians tell me they can’t do anything that it’s up to Customer Service. Customer service tells me they can’t do anything unless technicaians deem it unfixable. Technicians say nothing to fix…machine working as intended and don’t know why its not cleaning. Customer service says that they need technicians to say not fixable. So if there is nothing to fix….what the $$%^&%….So who helps the consumer when Sears sells a LEMON? I will never, ever purchase anything from there again. I asked where to file a formal complaint and was told even if I send it to the President of Sears that he will just send it back to Customer Service that I spoke to, I have sent numerous complaints to them and is my issue resolved???? NO….so frustrating and so expensive. I will now look into filing a Better Business Bureau complaint.
May 28th, 2011 at 8:59 am
I have an bad experience with sears Canada too.
The customer service representatives are not being patient to listen my complaint. The sale person gave me attitude. I will never shop at SEARS ANYMORE.
June 15th, 2011 at 2:36 pm
I hope the following can help prevent at least one person from ever purchasing anything, especially furniture from Sears Canada.
We purchased a number of Natuzzi leather furniture items to furnish our basement. The problems started with delivery – almost a week late. Beyond that, the delivery people would not move the furniture into my basement even though we paid for delivery so I had to enlist my own help to get the furniture out of the hallway of the main floor and into the basement.
It wasn’t too long before the leather started to separate from the foot-rest when the recliner was extended on 2/3 chairs and the sofa. I took it upon myself to just fix it… pulled out my staple gun and problem solved. The real problem started a month or so ago and the hardware for the recliner in the sofa is broken leaving the sofa back always in a reclined position. This furniture gets used only every couple weeks or so whenever we watch movies and I would think that a sofa that is only two years old with minimal use would last longer… especially given the cost.
I submitted a request to Sears online to have someone come out and look at the problem and fix it. I was told there is nothing Sears can do because it was no longer under warranty. Well guess how long the warranty was expired before I reported the problem… yep… 1 WEEK!!!
Again, I complained about how ridiculous it was that they would not stand behind a very expensive product that was only a week beyond warranty. I am told there is nothing they can do and that they have to follow their procedures and policies.
If a company is not willing to look at least a little outside the box and stand behind the product they sell then they should not be in business. The service has been pathetic and rude and this is a huge slap in the face considering the dollars that were spent there only a couple years ago. I will never purchase a single item from Sears and I will do my best to let everyone I can, know that Sears will take every opportunity they can to back out of doing the right thing no matter how much or little you spend.
June 16th, 2011 at 11:56 am
SEARS IS BY FAR THE WORST COMPANY I HAVE EVER EXPERIENCED IN MY LIFE. BEWARE STAY AWAY THEY OFFER 2 YR WARRANTY ON CRAFTSMAN LAWN MOWERS BUT IT TAKES 4 WEEKS FOR THEM THE GET AROUND TO FIXING IT. THEN THEY OFFER FOR YOU TO COME PICK IT UP AND PAY FOR IT TO GET SERVICED SOMEWHERE ELSE IF ITS TAKING TOO LONG. NICE EH, I CAN’T EXPRESS MY HAPPINESS THAT I DIDN’T BUY THE EXTENDED WARRANTY FROM SEARS!! STAY AWAY FROM SEARS PRODUCTS
June 24th, 2011 at 12:18 am
So where do we all go to get things solved besides a lawyer?
There brand new top of the line dishwasher flooded our new Sears floor.all ruined..The service guy signed that it was installed wrong…they told us they won’t talk to us to deal with their insurance company. 18 months the insurance company have been avoiding us.
Every time we call we are told they will call back and they never do. When we call, they say that person doesn’t work there anymore. Your case has been handed over to…NAME HERE
Can we all do something maybe? I am going to call a lawyer. I am sick of their scummy dealings.
June 24th, 2011 at 12:29 am
Oh…and why I am writing this today….the dishwasher flooded the floor again..
June 27th, 2011 at 1:01 pm
Sears service on their appliances can’t even be called Service. It is not existent. They say they will call you back and then to get in touch with them you wait 20 minutes on hold.
How disappointing that it has gone downhill. I have receintly told family and friends of this experience.
When I spoke with my husband he said 4 or 5 people at work have had the same issue.
Please pass it on.
July 9th, 2011 at 4:22 pm
Bought garden tractor smokes like a house on fire. Repairman says nothing wrong with it. He said it is normal for tractor to smoke profusely when you get on 15 degree grade. I figure since I have gotton no help from sears, I will run it let it smoke and the bad advertising by smoke filling neighbors property should get the word out a bit.
July 14th, 2011 at 12:00 pm
Never ever,ever will set foot in this store again!
DO NOT SHOP AT SEARS..or WORK FOR THEM YOU WILL BE SORRY!…. FOR SURE.
Truly the worst company in the history of retail!
Sears Canada at Fairview mall Toronto………..
Customer service….0/100
Cleanliness………0/100
Managers I.Q……..0/100
Slave Team Leads….they are slaves
Loser Store General Manager…… The Devil in disguise…. the queen of this sinking ship as well,
Too cheap to clean what is called a washroom….
Need I say More
Some Employees are good folks… some complete losers..
DO NOT GO NEAR THIS PLACE….
YOU HAVE BEEN WARNED
July 22nd, 2011 at 8:55 pm
I wanna get in on this.
Thank You Sears,
Thank you Sears, for sending me twin size sheets when I asked for queen. Thank you Sears for then sending me queen size sheets of a different material than was advertised over the phone. Nice way of avoiding false advertising laws. Thank you Sears for not sending me the duvet set I ordered. Thank you Sears for then sending me a duvet set of a color that I did not order. Thank you Sears for taking over a month and a half to get me that cuckoo clock I ordered. I know you said it would take two weeks, but where’s the fun in recieving what you pay for? Thank you Sears for sending me a cuckoo clock that doesn’t cuckoo. Thank you Sears for hanging up on me. Thank you Sears for then keeping me on the phone for no less than an hour. Thank you Sears for then refusing to allow me to return said dysfunctional cuckoo clock.
Thank you Sears, for always being there to remind me that every other business that screws me could be working at it a little bit harder.
Thank you Sears, for ensuring that after 30 years of wanting a cuckoo clock like her grandmother’s my mother gets one that doesn’t work.
I’m sure you did it to remind her, and everyone, that what we want isn’t important. What’s important is that you get our money and give us nothing.
Way to go Sears. If I weren’t soothing myself with nicotine and alcohol after a shouting match with staff after an hour on hold, I’d probably be doing something rational, and God knows rational people don’t order from Sears.
July 31st, 2011 at 11:15 am
We sent our lawnmower to be repaired in April 2011, when returned 3 weeks later the sears shipping department had damaged the cables . we did not want to ship it again so we were told by 2 different Sears’ employees that if we drove our mower to Barrie we could have it fixed there (we live in the Midland area). so we drove to barrie only to be told(rather rudely by a teenage Sears clerk) that it would have to be sent to Toronto. So i asked if we could send it from Barrie but have it returned to midland and I was told absoluely not if it is shipped from Barrie then it has to be returned to Barrie (I guess their shippers can’t read) So we put it back in the car and drove back to Midland to have it shipped to Toronto. Three weeks later we called to see how our lawnmower is doing and we are told they can’t find it. Yes they lost it! 2 days later they call and said they found it and it will cost us $190.00 to have it repaired. So we call customer service again and finally they will fix i at no cost ( They are the ones that damaged it) another three weeks go by and it is finally returned. But the best is the finally , the cable is still damaged and now we are missing parts to the handle. So to recap the mower was sent in in April finally returned in August far worse off than it was we we sent it in. sears does not answer E-mails ,telephone calls and rarely calls you back when they say they will. this certainly is not the company my parents used to go to.
August 15th, 2011 at 10:58 am
dont buy sears protection agreement plan its fraud ..in agrement it says it fully transfreble its lie …i bought cooking range ..its trndown onit ..ibuy 564.94 dollar buyout they give me 300dollar and they didnt transfer my protection plan ….they are train monky in modren world.
August 15th, 2011 at 7:44 pm
I have had a similar experience with Sears. The Whirlpool dishwasher I bought a little over two years ago wouldn’t drain. When I had a repairman look at it, he said it would cost so much to fix it, that I might as well get a new dishwasher. I went up to the Sears store where I bought it and asked if they could give me a discount on a new dishwasher because I thought a dishwasher should last longer than that.
They were very rude to me. When I left, I vowed I would never buy anything more from Sears.
August 19th, 2011 at 10:40 am
From a Dissatisfied Sears Customer on August 18, 2011:
I had a refrigerator that wasn’t working correctly. Since I purchased it from Sears, I went to the Sears Home Services website and scheduled a service call. It indicated that the minimum charge would be $65 to diagnose the issue. It also said that a technician would arrive within a time window of 1pm to 5pm.
The gentleman didn’t show up until 5:10pm. Although I had a work related call scheduled for 5:30pm, I tried to be accommodating and let him come in anyway. About 10 minutes later, he indicated I needed a replacement part for a capacitor. I asked him how much the part would cost me and said that I’d just install it myself. Since he had already diagnosed the issue and had the part in hand, I figured I’d stop him there and take the rest of the work on my own…from his description, it sounded like an easy fix to replace a small capacitor. The gentleman wrapped up his stuff, put the refrigerator back together, and left the part box on the kitchen table.
Again, because I tried to accommodate the gentleman, the time crossed over a previously scheduled conference call that I had to take. So I had to leave my wife — who had not been involved in these discussions — with paying the bill. But after my conference call, my wife showed me the bill which came out to $293.99. How did a $65 diagnostic charge and an $80 replacement part get to nearly $300?
Well as I went through the receipt, I found that he had actually charged us $213.15 for labor. So I called the number on the card he left and that’s when the real issues started.
It was only 15 minutes after he left the house, but apparently the lady on the phone said he was not able to come back to the house. But apparently on his sheet, it indicated that he actually did the replacement himself; and left the old part in the box on my kitchen table. Since the service call was placed to Sears, who subcontracted out to A&E Factory Service (A&E), the A&E service operator indicated that I must call Sears directly to handle disputes.
Using the Sears number she provided, I spoke to an individual named Christina from Sears that evening. She informed me that the paperwork hadn’t come through to Sears yet and asked me to wait until the next day (8/18/11). I called and spoke with another woman named Keyera located in Texas. She took my information down, started a case number, and said a case manager would be in touch.
At 8:00pm, I received a call from Anassa; yet another person from Sears. She informed me that despite me asking for the diagnostic and part alone, the gentleman had done the repair anyway. So because he did the replacement, she was only offering me back $65…the $65 diag fee that I didn’t have an issue with!!! She insisted that it was my fault for not watching the gentleman at all times. She went further to say that even though I did not approve the installation, I was still responsible for it.
She also said that it just didn’t sound right that a person would not want the work to be done by the technician while he was there. However, I explained that I was just as capable of installing the part, and only requested to purchase the part; nothing else.
Lastly, she tried to tell me that it was my responsibility to work with the subcontractor to get my money back from them if I still felt the charges were inappropriate. However, my contract was with Sears; not the service company, A&E. It is Sears who holds the contract with A&E. So why is that my issue? Why am I not being treated like a valued customer by Sears; a company where I’ve purchased both my two refrigerators, a stove and high-tech microwave oven, two lawnmowers, two flat-panel TVs, a washer, a dryer, an automatic garage door opener, a Dyson vacuum…all within the last 10 years.
I am extremely troubled by the actions of Sears and the lack of responsibility and courtesy they have shown me. The service before the sale is phenomenal, but service post-sale is far below what ANYONE should accept.
I am in the process of working with my credit card company and will put a payment hold until this matter is resolved to my satisfaction — removing the unapproved installation charge. Also note that my financial institution’s recent review of my online credit card statement revealed that Sears has submitted this service charge twice; two entries on the same day, each at $293.99. I intend to share this experience with the Better Business Bureau as well as online; and will be cancelling my Sears credit card that I’ve used for many years. It’s just not worth it to be a Sears customer anymore.
August 26th, 2011 at 7:54 am
To make a long frustrating ongoing nightmare short. I bought a kitchen-aid fridge/freezer not even one year yet. During this years heat wave it broke down. All food was destroyed. July 5, 2011 called sears took them 7 days to get a repair person out. When he came he did not have the part, had to order. Sears calls to tell us the parts would not be in until August 12, 2011. So what am I to do about a fridge , well they don’t know. This is a brand new fridge under warranted I should get a new one, they refuse. So the part finally comes in the repair guy comes to fix it, and this repair guys says wait a minute, this is not the right part that was ordered. So he orders the supposed right part now. He says someone should be back in 48hours. It is now August 26, 2011. I am still waiting for my fridge to be repaired. I am sick of talking to these brainless twits they call customer service. NEVER SHOP AT SEARS.
August 28th, 2011 at 11:36 am
DO NOT BUY PROTECTION AGREEMENT
Protection Agreement, What Sears operators will never tell you over the phone while attempting to sell it to you:
1.Q. What is the criterion to qualify for the payback coupon?
If you have made 0 claims (including Annual Preventative Maintenance check ups) throughout the duration of your Protection/Repair Agreement, the customer will be eligible for a coupon for the full price paid (less taxes) of the plan that was purchased.
2.Q. Is there a minimum purchase required to redeem the Protection Agreement coupon?
Yes. The coupon must be redeemed on any one transaction being at least twice the value (excluding taxes) of the coupon.
3.Q. How long do I have to redeem the coupon?
You have 90 days following the expiration of your Protection/Repair agreement to redeem your coupon.
4.Q. Can the Payback coupon be used at any Sears location?
The coupon may be redeemed at any Sears department store, Sears Home store, Sears Décor store, Sears Appliance and Mattress store, or Sears Dealer store.
5.Q. Are there any restrictions to coupon redemption?
Yes. The coupon will NOT be accepted at Sears Outlet/Liquidation stores, or towards any purchase of electronics, purchases in licensed departments, purchases of services through Sears Home Central, or purchases through Sears catalogue or on sears.ca.
6.Q. How do I receive my coupon?
The customer must call 1-800-361-6665 following the expiration of their Protection/Repair Agreement. The coupon will then be mailed to the customer.
NOTE: It is the responsibility of the customer to call for coupon redemption.
7.Q. What if I don’t receive my coupon before the 90 day redemption window?
After the 90 day redemption period, the coupon amount will be forfeited.
8.Q. What if I forget to redeem my coupon?
ANY unredeemed coupon amounts will be forfeited without notice to the customer.
9.Q. Can I receive cash for the value of the coupon?
No. The coupon ahs no cash value and cannot be applied toward previous purchases.
10.Q. Can I use the coupon toward Protection/Repair agreement renewal? No.
11.Q. Can I use the coupon to make a payment on my Sears Account? No
Associate Related
12.Q. Is this payback feature available on ALL Protection/Repair agreements? Yes except HVAC
13.Q. Is the payback feature available on both 3 and 5 year agreements Yes
14.Q. Will there be a price increase to the Protection/Repair agreements for the launch of this trial? Yes. Some pricing inconsistencies will be addressed as well as some small price increases.
15.Q. Will the point of sale certificates be changing?
No. During the trial period, you will use the same point of sale material. An addendum to the terms and conditions on the POS material will be sent to the store before the September 1, 2009 launch date. Please insert this supplement in to your POS certificate
16.Q. Will ALL corporate store channels be participating in this trial? Yes.
17.Q. Will the payback feature be offered on Protection/Repair Agreement renewals? No.
18.Q. Will the payback feature be offered through the telemarketing centre should the sales associate not sell the Protection Agreement? No. Sales associate has the FULL advantage to sell
19.Q. What if a customer purchased a Protection/Repair agreement before the launch of the payback feature and would now like to exchange their PA?
A. Customers calling within 30 days of purchasing a regular Protection/Repair agreement will be redirected to the store. However, it must be made clear to the customer that the pricing for the Protection/Repair Agreement will have changed.
20.Q. Will the customer be reminded if the payback features when they call in to book a service call? Yes. Q. Does a warranty call disqualify the customer for coupon eligibility? No.
August 28th, 2011 at 11:52 am
CBC Market Place & SEARS Canada
I contacted CBC MArket Place program twice:
05 January 2011
05 April 2011
I contacted one of the show producers:
Megan Griffith-Greene
She asked me to call her and I did speak with her for about half an hour, then when I haven’t heard back from her I wrote her the following letter
Here’s what I wrote:
It has been a while since we spoke last; I thought of writing to you and giving you an update reference the subject concern:
1.Although the script calls for mentioning to client that in order to redeem their coupon they must purchase at least twice the value, “NO ONE” ever states that on the telephone to the clients.
2.Most of the telephone operators continue to deliberately lie time and time again in saying:
?Sears will give you your money back, instead of stating the fact that sears will reimburse the value of the purchase before taxes only and not in a cash form, rather in a coupon form
?You can buy anything in the store, NOT TRUE, clients can not buy electronics.
?None of the telephone operators state that it is the customer’s responsibility to call Sears within 90 days from the expiration date of the agreement to claim their coupon.
?None of the operators mentioned that the refund will be lost if the customer does not call within 90 days.
3.Although there are those who are responsible for listening on telephone operators calls, never at any moment those listeners commented on lying to clients.
4.On several occasions, I have reported to various supervisors that a coworker is telling lies on the phone; the supervisors’ response was that those responsible for listening will catch them.
5.One supervisor, Ms. Santini stated clearly at the morning meeting to everyone in the morning shift “we do not want you to tell the client that he has to spend twice as much to recover his coupon’s value”
6.Since 95% of the employees in a shift are part time workers, we do not have a fixed assigned place to sit at, rather, first come first served basis, this arrangement allowed me to sit next to various other employees who constantly lie to clients for a complete 5 or 7 hours shift.
7.I attempted to remind people that the clients do not get there money’s back and the clients can not buy anything in the store, they shrug these kinds of comments as if they were totally irrelevant.
8.As we discussed earlier this is about $125K/day of operation (6 days a week) from 9:00 AM till 11:00 PM and yes, there are usually cancellations, mostly due to those who take the time to read thoroughly their contract.
9.Some telephone operators take advantages of the older clients, they border on verbal abuse they attempt to scare them as if they do not take this coverage, their appliances will fall apart and that there is nothing they can do about it.
10.I personally have received several complaints as to how bad Sears’s service is and how they do not honor their warranties, several customers stated that they will never deal with Sears again.
11.There are those who listen on the calls (Nathalie is onne of those listeners), but there are no comments against lying to clients and it seems that all methods are encouraged as long as sales keep pouring in.
Megan; I have no vendetta against Sears. I witness injustice being done day in and day out, I am still working for Sears. I do my best in telling the customers the truth and it is their decision to purchase or not, I do not apply pressure or attempt to influence their decision in order to make 4% in commission on sale prices before taxes.
I would like to stay anonymous, I do not seek fame, power or fortune, but I would like to see justice done and to see the Canadian public educated about such injustice.
I do not know of any other place to voice my concern except to CBC Canada, I understand that Sears Canada is an advertiser at your station and that is a factor to consider, however, I believe you do have a responsibility to the Canadian consumer to tell them the truth. PLEASE.
The work force is composed of newly arrived immigrants, mostly Middle Eastern and Haitian, in addition to great number of student who are trying hard to make money.
Those do not have any incentive to tell the truth, I feel bad for them, but this is not the right way to earn money, in my book.
The work force, most of them do not care if they constantly lie to the public.
I am a true minority, maybe I am alone in this, and however, I do feel that I am right, I am willing to testify as I am the only one who complains about these injustices.
I would like to do the right thing and I sincerely hope that CBC Canada is willing to do the right thing for the Canadian public as well.
Call evenings if you would like to discuss this further
August 28th, 2011 at 11:57 am
SEARS DO NOT HONOR THEIR REBATE PROGRAMS
I received several complaints from customers who were promised one form of rebate or another yet they never received them
SEARS believe in making great promises to attarct your money but they will not deliver on their promises.
SEARS promise, in writing, to compensate customers $250.00/year against food loss if the customer buys an extended warranty on a fridge or a freezer.
Those who purchased such warranties and have submitted a claim had to wait from January to August 2011 and their claims are yet to be settled.
August 28th, 2011 at 12:07 pm
SEARS DO NOT KEEP THEIR PROMISES “NO LEMON POLICY”
To attract consumer’s cash Sears Canada claims, during contacting clients to sell extended warranties/protection agreements as they call them, as well as in writing in their contract that:
If the customer have 3 major repairs in one year and/or if Sears technicians can not fix your appliances during three visits in the same year, Sears will exchange your appliance with a new one.
Sounds great doesn’t it?
DO NOT BELIEVE IT!
I have received calls from customers who had Sears Service technician repair a washing machine 7 times during the same year without success, the technician calls for the replacement of the washing machine, but Sears will not do it.
Another lady had a problem with her washing machine since June 2011, they ordered the wrong parts, two months later she still without a washing machine.
Sears customer service representative told her to use a “Laundromat” to wash her cloths.
August 28th, 2011 at 12:21 pm
SEARS Canada, a Modern Day Sweat Shop
As a telephone sales representative you will have the privilege of earning $10.50/hr
Sears assign a target sales of $100.00/hr
What a justice?
A ratio of almost 10 to 1
They calculate how much time you spend in the phone talking to a client and how much time you take to update the client’s file.
They do not want you to spend too much time in the washroom, or walking around or getting a coffee.
THey warn you that your lunch break extended by “2 minutes”
They hire “high power” slave drivers, with big whips and magnificent and Gestapo tactics and ideas on how to improve the productivity of the work force as SEARS need more and more of the public’s money at the same time that they do not supply an adequate service.
Their emphasis is on selling at whatever cost, but do not fulfill any promises made to the customers
August 28th, 2011 at 12:35 pm
Quebec customers are smart
SEARS is having hard time selling “extended warranties” and “protection agreements” to Quebec residents, as they are one of the best educated against consumer fraud thanks to consumer protection TV shows on the French channels.
DO NOT BUY:
Extended warranties from SEARS
Protection agreements from SEARS
They’re worthless; they’re not worth the papers that they printed on
Sears used to “promise” to have an “annual free inspection” associated with these programs to entice consumers to buy.
NO MORE
SEARS finally figured out that these promises are useless, customers were having hard time getting SEARS technicians to honor these inspections, in addition to these inspections are meaningless to begin with, so now it is over:
NO MORE FREE ANNUAL INSPECTIONS
August 28th, 2011 at 12:42 pm
If you google “sears sucks”,
You will get dozens of websites featuring countless horror stories of customer disservice, lousy product quality, questionable business ethics, boorish employee behavior, and promises to never ever ever buy from sears again ever EVER!
Now google “sears is great” or “I like sears” or anything positive like that and you get NOTHING!
August 30th, 2011 at 9:06 pm
I have been trying for over two months to get sears to refund an overcharge on my credit card. Tool parts were ordered by phone with a price quoted. The eventual billing was more than double the quoted price. By their own admission,Someone elses parts were included on my billing, but do you think I can get them to reverse it? Several calls and e mails and no results. It is impossible to talk to anyone in authority to get anything done. Their customer service department is a joke. Next step is small claims court.
August 31st, 2011 at 5:28 pm
Sears has made me wait from 1 PM until 5 PM on two different days to come to my home to service my dryer (that I purchased a 5 year warranty on) that they originally installed incorrectly. Instead of calling me they decided to cancel my appointment, because they didn’t know why they were coming here and when they found out they couldn’t help me. I told them and a another person told them beforehand why I needed them to come. They were rude an unhelpful, each person that I spoke to. I still have not resolved the issue and now I will be majorly inconvenienced for another day and don’t trust the company to follow through on this repair.
I need them to honor their part of the bargain which is to come to my house when it is convenient for me. I was available twice for them in the past 2 weeks and they wouldn’t take care of the problem. I have already been so inconvenienced by them this time and when I bought the machine.
Unfortunately for Sears, I can never recommend them to anyone to buy anything from them. I have never had a company be so lame at doing their job.
September 9th, 2011 at 4:06 pm
Sears is doomed. People know better now than to put up with their horrible service. It’s a good thing we have other options now and the market is very competitive.
I called Sears just to ask if I can change the delivery mode to in-store pick up and the lady on the phone got all defensive and she started talking to me in a harsh tone and she’s making me feel like I was asking a stupid question. Geez, did Sears train these people at all or did they skip it altogether just so they could have someone over the phone to intimate their customers. Very rude and unprofessional!
F**k Sears, really.
September 12th, 2011 at 7:20 pm
I had a dishwasher leak about 3 weeks ago – phoned them to get help. Well, it’s been 3 weeks now and all they do if I call them – they keep telling that somebody will contact me withing 2 days. 3 weeks!!!
Sears Canada is hopeless, pathetic store!
September 13th, 2011 at 4:47 pm
we just bought upgraded our mattress at sears home store because the beautyrest we bought was deemed defective. first off, prices at sears was not competitive, but we had no other choice since we can’t get refund back for our old mattress. Still remembering the delivery nightmare we had when we first purchased our old mattress along with some appliances, i was very skeptical with their delivery service four years later. I guess it has improved because our mattress actually came on the day it was suppose to, however we never received the ‘call an hour before delivery’ like we were promised! secondly the driver refused to take the old mattress because it wasn’t bagged. But we were never told or given a bag by the store!!! So now, after having taken a day off, i will have to arrange for another pick up and take another day off work! The Sears call centre was completely rude and unhelpful. I am beyond furious, this is a lot of inconvenience for something so simple! I would never EVER again purchase from Sears!!! Customer service sucks and price suck, i want to be made feel good with my purchases, not end up spending the $$ and feeling like crap! Be warned if you ever purchase from sears, don’t expect any good experience.
October 4th, 2011 at 6:31 pm
sears delivery service sucks!!!!
NEVER NEVER BUY ANYTHING AT SEARS!!
October 4th, 2011 at 7:21 pm
Hi, I have been a loyal customer with Sears, but no more. I have bought numerous appliances from Sears but the latest is a nightmare. I bought a high end Bosh diswasher ( I previously bought my other dishwasher with a reputable distributor and had no issues or complaints) but upon reciept of this dishwasher I have issues with it upon installation. The customer rep that called me imediately after installation said I had to speak to Bosh. Bosh says I have to speak to SEARS. So here becomes the run around buying an appliance from SEARS. They absolutely do not stick by their policy that if there is an issue please call us. I spent hours trying to contact someone at Sears but they were all too busy as well even though they promised that a manager would call me, the manager had gone home after I called to follow up. Don’t call me because I am too busy is what the person told me. I will never buy another appliance from Sears based only because their customer service does not exist. I had all the pertinent information handy (make, model, date of purchase) however what was more imporntent to them was the saleperson that had sold the item to me. Needless to say the person doen’t work there anymore. I told them that was erelevant to my situation but for some reason they needed the saleperson’s name. Do not, I repeat do not buy anything from Sears becasue they will not stqand by the products they sell and you will spend numerous hours nogotiating your rights to dependable warranteed products. Another American company that doesn’t step up to their commitments.
October 25th, 2011 at 4:08 pm
I am now among a growing list of dissatisfied customers from Sears. I have a Leather San Jose Sofa that the reclining mechanism broke. For over a month now I have trying to get customer service to tell when this will be fixed. I think their parts come from TIMBUCKTU because in this day and age you should be able to order the part and get it fixed in a timely manner. They took my money for the sofa a little over a year ago and another piece of furniture I bought from their store but it will be my last and I come from a family of 15 so they will all boycott them as well. If I do not get any service soon I will be going quite public and believe me I can be very vocal…..I hope you guys at Sears are paying attention to your DIS-SATISFIED CUSTOMERS. WHY DO YOU HAVE THIS CUSTOMER SERVICE DEPARTMENT IF YOU ARE NOT PROVIDING GOOD SERVICE?
October 26th, 2011 at 1:21 pm
What a nightmare! It’s an impossible game – no one follows any rules! It’s been going on 2 months for repairs on a Kenmore dishwasher. They cancel appointments and lie about “available times!” It’s crazy. I’m in shock. I just bought a new condo and I’m stuck with 3 Kenmore appliances with no customer service! Is there anything I can do?
October 27th, 2011 at 4:21 pm
As I read the above complaints, I have to shake my head in wonderment as to how Sears still operates. I likewise have experienced terrible delivery service in Montreal and even though the store likes to hide behind the excuse that they subcontract their delivery service, this in no way exonerates them from the terrible service. Just today I am having the same poor delivery service concerning my mother-in-law and I have now vouched that I will never buy anything in the future from Sears. I hope their new CEO Mr. MacDonald is aware of their problem, otherwise, I afraid I don’t give the store more than a few years until they go down the tube.
November 2nd, 2011 at 8:07 am
Finally a place to let some steam off… Last year in 2010 we were doing renos and we purchased 2 windows, a carpet cleaner and a fridge in the same week. The carpet cleaner I had to exchange 3 times the first one didn’t even work once plugged in and the second one was used! Then it was the fridge’s turn. bought a fridge last year delivery personell awful, rude, etc. Broke my new(28 day old) entry door(not from Sears) trying to get the fridge in the house. Called CS and was given the run around. Finally after 9 months and many phone calls later they had an insurance adjuster come out and asses the damage the second time(the first guy quit and since it was so long he had to inspeect and take more pictures again), turns out it was cheaper to buy a new door than fix my old door,(they bent the door,ripped all weatherstripping and damaged the drywall)3 months later(waiting for supervisor to approve the deal) got my check in the mail. Now it was time for the windows to that is where the nightmare began. I was originally told it’s to take approx. 8-10 weeks due to the season(May). In October(6 months later and 50% off the original price)the windows were finally here. The installers were complete idiots. They broke the PVC moulding twice(window not installed properly and unfinished inside,and out added an aditional month waiting for parts)Then the cold settled in and it was just as cold inside the house; so cold I wanted my old windows back!! In December they had to come back out, the windows were completely full of ice, they pulled the window out again fix the casing and put it back in and added additional foam. In the spring had a bug problem they were getting in through the glass the answer I got…because of my tree!!! Logically if bugs can get IN ..SO DOES THE COLD AIR!! The technician disagreed with me did nothing and left. My favorite spot in the house is now the coldest. Never again will I purchase anything…. FYI Ashlee from Customer Service thanks for your advice I have taken my business elsewhere!!! WAS a loyal shopper for 38 years Sears will eventually be on the same boat as Woolworths, Woolco, and Eatons. Hope you go under soon.
November 3rd, 2011 at 9:53 pm
Sadly I must add my name to the lenghty list of people who have been duped by Sears. In May of this year Sears technicians took advantage of my elderly Aunt and installed $450 in Heating and Ventalation equipment in her home without her approval. She suffers from dementia and the techs took advantage of her only to find out that she did not have any cheques in the house and could not pay them for their work. I am her nephew and I obtained copies of the work order marked “she don’t want to sign” and “no cheques in the house” and questioned Sears as to why they would take advantage of a senior who they could clearly see was not able to make decisions for herself. (We were only days away from getting her into an assited living facility) The “manager” in Edmonton who would only give me his first name as being “Kevin” tried to guilt trip me for not allowing my aunt clean fresh air to breath and a safe furnace as opposed to owning up to the fact that his staff had taken things to far and had victimized my Aunt just for the sake of making a sale. But they had not been paid yet, so GET THIS – they took the liberty of charging the cost to my Aunt’s Sear’s card which had been dormant for over five years. I have written letters and I have spent hours on the phone trying to get an someone from Sears to hear my complaint but no matter who I talk to they can’t seem to do anything for me. Tomorrow I will me making my 10th telephone call to their Customer Service Department to see if anyone will own up to this but it looks like the fix is in. As many of you have already discovered Sear’s hides behind an array of customer service agents none of which can do much other that waste your time on the phone. This company must be on it’s last legs.
November 4th, 2011 at 3:37 pm
I had the worse customer service I have ever had in my whole life. I was trying to schedule an appointment for them to come fix my washer. The representative got completely rude with me while i was trying to give her my information. She said she couldnt hear me so i spoke up and spelled everything out to where she could understand me in turn she says ma’am you dont have to get an atitude i told her i wasnt getting an atitude i was making sure she was getting the correct information she responded with I dont have to listen to you, I said your right let me speak with a manager and she was like ok you can call back. I told her I was not calling back due to the fact i was already on the phone and didnt have the time to call back, She HUNG up on me!! I called back and asked to speak with a manager and i was put on hold for 23 minutes and 47 seconds i called back and told the representative I was holding for a manager for over 20 minutes and i was upset that this was wrong to do thier customers and the rep (who i think was the same girl) was like ma’am we have other customers with more important issues than you sitting on hold. I told her I would be calling corporate. In the end I got a $5 off coupon for sears and STILL no appointment made or my problem fixed!! I definately would NOT recommend Sears or anything to do with them. Now they wont even let me post my complaint on the sears blog page!!
November 9th, 2011 at 6:39 pm
I ordered carpet Sept 24/11 I was told I would receive a call in the next week to tell me when the carpet would be in phoneed 3 times .Finally the installer phoned He arrived On Tuesday Oct 18/11
6 pieces were ordered 5 arrived 1 missing 2 the wrong size The installer reordered Told me someone would phone to confirm order no one ever did the installer phone the next week and said the carpet wa in. I wrote a letter to sears listing my concerns and lack of communication. Of course no answer.Will I deal with Sears anymore???????not likely
November 10th, 2011 at 4:13 pm
Being a loyal customer of sears for 30 years it is so disapointing to realize I am nothing to them after furnishing several homes several times. I have been feeling the erosion of their services over the past 10 or more years.The camels back is finally broken now ,with their poor quality of parts, missed service appointments,lack of parts and long wait times for them,and excessively long waiting times to get them to come to my home to determine the problem to order the parts they dont have.Ive had 5 appointments at my home with the customary 4 hour window minimum equalling 20 hours of my time and 1 appointment for a saturday I was forced to stay at home for a no show. I also have hours tied up with their mental music in my ears waiting for someone to listen to me.Two calls alone my wait time was over one and a quarter hours.I made mention to 1 man that since I had just paid about 1500 dollars on service contracts that it seemed like they didnt want me to bother them now.IM sure some people get disgusted enough trying to get through to them and get what they paid for , that they give up and call another company for service. I have been watching this company over several years and see their attitude toward service erode to what it is today, I have seen the employees who were at one time happy to go to work , now so happy to just finish the day. It seems that those in service are expected to do more with less backup in less time if humanly possible.To keep this company going it would be wise to have more well trained people to answer to the customers calling in, expect less from your service technicians and hire more. That would be a recipe for success and repeat customers. You cant survive on the premise that a sucker is born every day. My small problem is an ice maker almost a month and 5 service calls , and almost a month more for extra parts as well as approximately 40 hours of my time down the drain.They probably built that whirlpool refrigerator in less than 1 hour.
November 17th, 2011 at 11:21 pm
MAJOR COMPLAINT PLEASE ADVISE!
I’m physically disabled and *bought* a new fridge online (Toronto, Canada).
I canceled the delivery the first time (11/9/11) because I was worried about safety issues:
It was after dark.
There are some steps which IMO one has to be careful about
Sears delivery does not know the place.
BTW I warn EVERYONE about the steps no one has ever had a problem….. I warn people about everything.
I had a furnace installed (and removed) 2 weeks ago via the stairs….
They came today: (11/17/11) aside from having to chase them, they told me they would need a 3rd person and there was too much stuff and I would have to move it.
This would have taken them about 10 minutes and I offered to pay extra.
They said they would come back. No one called me after.
I called now and found out that the drivers had told the delivery center they would NOT use the back steps.
They had refused to deliver b/c of safety. (I warn EVERYONE about the steps).
I need the old fridge moved to basement via the steps.
It has to go through the back. NOTHING has ever been moved through the front door.
The first person transferred me to a “supervisor” apparently in the corporate office.
He was beyond rude and unhelpful.
Does anyone have any suggestions? I am going to call the head office tomorrow (they must have one with people who care about having customers for their business?).
I am going to complain to the BBB also.
I still cannot believe that I was not told about the refusal to deliver b/c of the steps.
Had they mentioned this I could have pointed to the area which has a shallow slope and is simple dirt.
November 26th, 2011 at 2:46 pm
SEARS Appliance, Water Heater Promotion, Black Friday:
What I went through during the past 48 hrs: I ordered their water heater web promotion at 7am on Black Friday, buy by noon – have it installed the same day. I was told I will hear from the installer within two hours. By 3pm, nothing, buy 5 pm I called Sears, they said that they will send an email to the installer. The only problem: The istaller called me at 8pm, said that he refuses to buy a mobile device to read emails during the day, and that he only checks emails once a day – after business hours. SEARS hires BOZOs as Installers. Their contractor system does not work. Don’t order anything from SEARS to be installed by subcontractors.
December 2nd, 2011 at 9:18 am
I urge you all to join in a class action law suit against the aggressive avoidance of the warranty fraud being committed by this company. I am currently planning a national campaign of exposure to warn ALL consumers against making purchases against this company and of the elderly abuse they commit which is taken very seriously here in Canada by consumer groups. If you are prepared to go on TV then make your voice heard and be counted. A recession is no time to steal our hard earned cash.
December 5th, 2011 at 10:45 am
Sears has the worst service ever!! I ordered some things for christmas and I tell the girl the card is under my husbands name, she places the order under my name and now the store doesn’t want to give me my things. So I call and get a RUDE person as usual (I don’t think there’s anyone nice) and the idiot cancels my order, that was backordered? But she could only cancel one thing because the store already has my things. Now I had to re-order my world map and still have to deal with the bullshit of the store..I hate sears!! I don’t know why I even bother. I’m going to pay my bill and am going to Cut the sears card and make a VOW to NEVER order from them again.
They are Ridiculous!! they always get the the orders wrong. IDIOTS AT SEARS!!
December 5th, 2011 at 11:03 am
I forgot to mention that Sears never does anything to compensate for their mistakes like other companies do. They just say too bad. They’ve lost out on soo many orders from me. I ordered blinds once and they screwed up on the color. THey were so frustrating and they screwed up twice and when they finally got it right I went to pick it up on the date they said and the order wasn’t there, when I called to see what happened, the order was never placed. So I just bought the blinds somewhere else.
December 28th, 2011 at 2:16 pm
I haven’t been on this site for a couple years now. Looks like nothing has changed, probably gotten worse. I quit shopping at Sears a couple years ago. Their after sales service got so bad, I cut up my Sears card and threw it away.
I have spent thousands of dollars over the years shopping both in store and catalog. Everything from appliances to clothing to tons of tools. finally got tired of all the bullshit. Can’t reach anyone who has the authority to make a decision. No wonder they are going out of business.
December 31st, 2011 at 8:39 pm
I complained here:
http://www.penciltrick.com/index.php/retail/horrible-customer-service-at-sears/#comment-158351
I found a WORSE place: HOME DEPOT.
January 2nd, 2012 at 2:49 pm
After being on the phone with sears for more than three days-I decided to contact general assembly directly. Sears disconnected my calls three times and I had to discuss my concerns with 6 different people in one day. Still-no help. I am very appalled by the customer services. Remember when Sears seemed to care. I think it is time to get give your service to other appliance and electronic stores who are trying to establish and retain a strong customer base. Where are the replies to all these Sear’s customer complaints????
Message to General Assembly:a
I just wanted to contact you and inform you of the poor service I have received from your company. My first initial contact with your company was less than professional. For example, Sears scheduled installation for my elliptical machine Saturday, and the customer service representative stated “Well, we do not know if we can get a technician out there Saturday, and we do not know why Sears keeps scheduling for us.” As well, general assembly contacted me and stated that a technician would be there Saturday between 12-3 pm. On Saturday, I began to become concerned @ 2:30pm- I called your customer service, and they reported that they would follow up–3:00pm-no call back. I called both sears and general assembly and both assured me that a technician was still coming Saturday. Your company called 3:40pm and reported that no one would be coming Saturday–Unbelievable, I thought–no explanation. Your company called and said that I could reschedule for Monday-I did and Sears suggested that it would be early morning. Well, it is Monday, your company is closed and still no assembly. I called Sears and they were shocked.
I have never received such poor customer service in addition to unreliable service such as this. I just thought you may be concerned with the way in which your company is providing customer service. I paid $200.00 and I have no elliptical machine assembled. Sears reported that this is the only company that assembles the Nordic track and I am at a loss. Actually, at this point –I am afraid to allow a company that works in this manner in my home–it almost seems that this is a fraudulent company.
I look forward to hearing from you.
January 3rd, 2012 at 1:03 pm
Last year I bought 6 Sears ELITE appliances. I had not bought appliances for at least 15 years due to the fact that I have never had a problem. Based on the previous performance, I figured I would just buy the Sears again but wanted more of the upscale features. Well 1 year and one month after the warranty expired on the ELITE appliances, a full 30% have quality problems that are “out of Warranty”. I was told “you should have bought the extended warranty”. The time I have spent on the phone with people who can’t find my sales order and do not speak English that I can understand is totally unacceptable. I will NEVER NEVER buy Sears again..
January 19th, 2012 at 11:04 pm
well my story follows along the same lines as everyone else . poor customer service , bad product support , technicians that are given a tool box and sent out to do repairs and do not know if their asses are punched , drilled or bored .
we purchased a 3500 electrolux refrigerator two years ago and had nothing but problems . seven service calls and still not working . sears solution give me 2600 in store credit . not happy at all . listed the store credit on kijiji , the best offer so far was a 1000 . tempting .