The Consumer Complaints Blog

Fighting the trained monkey in modern society.

October 23, 2008

Horrible Customer Service At Sears

Filed under: Retail — Editor @ 9:23 am


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.

198 Responses to “Horrible Customer Service At Sears”

  1. Mad in Montreal Says:

    Same as everyone else. Waited eight hours for a delivery that never arrived. Called five times to confirm delvery. Everyone said it was on its way. Not true. Later told they have no idea when it will be delivered cuz it will come by ups. I explained that I did not care if a monkey would arrive with my goods in a backpack, but someone better deliver my already paid-for goods. Terrible horrible place. Avoid. Avoid. Avoid.

  2. Joe Says:

    Same story as everyone else. I got jerked around by Sears too many times. I bought a sofa on December 1st, they ran out of stock and couldn’t deliver the sofa until January 28th. I take the 28th off to wait for the sofa, then get a call on the 28th about my sofa not even being in their distribution center, and that it would take at least another 2 weeks! So 2 more weeks of watching TV while lying down on the floor. I decide I want to cancel my order out of principle. Two weeks later, my reimbursement never appears on my Visa. I called last week to ask what the story was, and they told me that they had just processed it the day before, and should appear within 48 hours. I’ve been calling them for the past 2 weeks, and I keep getting the same answer saying “oh, the person you spoke with was mistaken because they didn’t have the right access in the system – the payment was actually processed yesterday and you’ll see it within 48 hours”. I still haven’t received my money. Is this some kind of sick twisted joke??? This is easily the worst customer service experience I’ve ever had in my life. I will never set foot in a Sears store again. And I will tell my story to every single person I ever meet to ensure nobody I come across ever sets foot in a Sears store again. This has now become my life’s sole purpose.

  3. Debra Beke Says:

    Hello,
    I would like to submit a complaint re the picture on the front of the last Sears catalogue that we delivered a couple of weeks ago. The picture on the front of the catalogue was of a woman in a bikini. This is an indecent picture to have on the front of the catalogue and is exposing our children to mild pornography. Our children deliver SEARS catalogues with their flyers, our family chooses not to view pictures such as this and when it is on the front cover there is basically no option other then to see it. I feel that this violates our personal convictions and freedom not to view indecent/immoral pictures.

  4. Debra Beke Says:

    I am not sure if my complaint re having a woman in a bikini on the front of the SEARS catalogue was received. My complaint is that this is an inappropriate picture to have on the front of the catalogue. My children deliver SEARS catalogues with their flyers. Our family chooses not to view pictures such as women in bikinis. With such a picture on the front of the catalogues I feel that our personal convictions & rights to not view such pictures are being violated. Also, such pictures are introducing our children to mild pornography.

  5. David Lindsay Says:

    Me too. My advice. Walk Away. No, run away fast. Let Sears die. They deserve to and in peace.

  6. Burned in Burnaby Says:

    Sure wish I’d seen this site prior to my Sears experience. I just got off the phone with a Sears rep who has told be they will do nothing about my Natuzzi sofa when after 18 months and one repair looks like an wrinkled old mess. This was a custom order sofa and loveseat delivered in June 2010. By December 2010 the foam had crushed so badly that both had major loose leather on all the seat cushions. Both were repaired in Feb 2011. All was o.k. until Dec 2011 when the sofa was heading back in the same direction. In Jan 2012 repairer came back (with an attitude this time) and just sent pictures to Sears with no report. After following up numerous times today March 17, 2012 they have called to say they won’t do anything the wrinkling is normal. This is not just normal leather wrinkles. I don’t know how they can say this when our love seat is still o.k. and the sofa looks a mess. There is no Natuzi contact number in Canada to validate my warranty so Sears is it and they failed….miserably. I should add the sale price was $4,000 and we are two retired adults of normal weight so the furniture is not under any stress.

  7. Dennis Says:

    I have purchased three appliances from Sears Canada in July 2010, fridge/stove/dishwasher. Totaling over $9000 with taxes and additional warranty. The fridge’s main panel started to malfunction about 2 weeks since we bought it. About 5 visits were made, technicians came to our house attempting to fix it and twice replacing it. Still not working. I spoke to a store manager, he said he’ll file all the paperwork necessary to buy-back the fridge and he’ll be glad to sell us a different model. I spoke to Bellville technical support office they promised to resolve it and contact me asap. No one called me. 3 weeks later I followed up — now I’m told that another technician will come and visit again. This is unacceptable waste of my time, as I need a working fridge.

  8. Andrea Says:

    I will NEVER buy anything from Sears again. They have the WORST customer service ever. It’s no surprise that they are hurting considering how awful they treat their customers. It all catches up eventually at the end as what goes around comes around.

  9. Fred Says:

    SEARS SERVICE REALLY SUCKS AND THEY REFUSE TO HONOUR WARRANTY EVEN AFTER ADMITING MY MATTRESS WAS DEFECTIVE , THEY FOUND A LOOP HOLE IT WAS STAINED…WHAT THE HELL DID THEY PLAN TO DO WITH A DEFECTIVE MATTRESS ?? re sell it??? MAKES YOU WONDER WHAT THEY SELL EH…..EVEN SENT A LETTER TO CALVIN MCDONALD THE NEW CEO WITH MINE AND MY WIFES SEARS CARDS CUT UP AND NOT A RESPONSE OR RECOGNITION OF MY LETTER HORRIBLE SERVICE THEY DONT CARE ABOUT CLIENTS …SLOWLLY GOING DOWN THE TUBES ….A SAYING IN RETAIL TAKE CARE OF YOUR CUSTOMERS AND THEY WILL TAKE CARE OF YOU, BY BEING LOYAL…AFTE FORKING OUT $1800 FOR A BED AFTER 4 YEARS I HAVE TO GO OUT AND BUY ANOTHER BECAUSE SEARS WILL NOT HONOUR THE WARRANTY ON A LOOPHOLE BOYCOT SEARS PLEASE LET THEM GET THE MESSAGE !!!

  10. Steve Baxter Says:

    Wow, after reading all of these complaints about sears, I’m sorry that I did not come across this site earlier. I will not go into the details of the problem I encounter at the Sears furniture nstore in Moncton about a year ago. I have been involved in customer service for many years and it was evident after visiting that store that the store manager had skipped the classes on customer service and respect.
    However, I made a promise to never visit that store again, amnd even though I have seen many enticing advertisements since, I am proud to say that i have not been there,nor Will i ever visit it again.

    of course since being one unhappy customer, I jhave made sure that at least 10 friends have been made aware of my experience, and I am sure that they have shared the experience with many of their friends.

    aw, it’s amazing how the internet has changed the world!

  11. Nancy Says:

    do not place any special orders with Great Indoors a Sears company. I ordered 3 area rugs on Feb. 5th and was told 2-4 weeks because of the sale. It is April 23rd and they tell me another month. I point blank ask them (Marisco, lease dept at GI) if I was caught up in the loop of Sears credit probs not paying vendors and was assured I was on a back order list at Karastan. A couple of days ago I called Karastan, found out they were in stock, called Macy’s on Monday and ordered. My rugs will be here Friday in 5 days and was $60 cheaper. I ask for my money back and was told because I wrote a check I would get a store check mailed to me 7-10 days.I raised a rucus since they had my $900 for 11 weeks and darn sure knew it had long cleared and to add insult to injury another 2 weeks maybe to get my money back. I went there and demanded my money so I got it and left there with it in my purse. All I got was lies. I am even closing my Sears MC the heck with all of them.

  12. Matt Says:

    I’ve bought many sears appliances over the years, but I never will again.

    I bought a Kenmore front load washer 5 years ago, didn’t buy the extended warranty, after 4 years it died… I figured that’s unlucky… I went back to Sears and bought a new front load washer (with extended warranty, because of the recent bad luck).

    Just after a year, the rubber seal on the washer broke, water everywhere, clothes torn… and I thought “wow, good thing I bought the exteded warranty”

    We called Sears, service guy says he doesn’t have a the part, Sears doesn’t have the part, and it will have to be ordered… I asked how long will it take, he responded “about 3 weeks”… I said “I can’t go 3 weeks without a washing machine” he said “oh it will be fine to use, the damage does not affect the ability of the washer”… whatever – get my part I’m thinking.

    A week later I get a message saying Sears ordered the part. Then nothing…

    We follow up, and we’re told “oh my, we don’t know how this happened, we will order the part on over-night delivery, and call you tomorrow to arrange an appointment”… next day no one calls. We call again, apparently they don’t know what we are talking about and don’t even have an option for over-night delivery… but they’ll put the part on rush order… then never hear from them…

    We are now more than 9 weeks without a washer (and I got 2 young kids)… the most recent call, they say we’ll have to investigate the issue… I suggested that I call a local repairman to fix it, and they can just pay the bill – “no, we won’t pay it, and if you do, the warranty is void”… “Possibly we’ll buy it back” (at whatever value they deem it worth, but I have to use the buy back value at Sears)… still waiting for them to call back…

    Moral of the Story… don’t shop at Sears, and if you must, never buy a warranty – they will not honor it, or treat you with a shred of respect.

    No wonder Canadian Tire started selling appliances…

  13. mary courneyea Says:

    some of our experiences have been bad,lately they seem to have improved, staff have been more helpful and more pleasant

  14. mary courneyea Says:

    mary says

  15. Syed Imam Says:

    I also recenty very bad experience with Sears and still continuing.

    The prices quoted and billed do not match. I got $50 back. Also delivered items dented.

    It seems i need more time to settle the issues.

    Sales rep are in a hurry to sale but it seems they do not have proper process.

    They are like street vendor

  16. Ben Says:

    I have had the same worst experience from Sears which I certainly was not expecting from such a big company. I had my central air installed by them and after a year it stopped working. It’s such a pain trying to get their technician to go out and fix it. It’s like you are begging for them to come even though it’s under warranty. My first appointment for service, I already took time off work and the night before the scheduled appt they said they have to rebook. Then I waited for the technician and he was 3 hours late and I had to leave for work so I rebooked again. Then they gave me a new appt which again they cancelled themselves and rebooked for the 4th time. They are wasting my time too.They give me so many excuses about the weather forecast being below 17 deg but it turns out we are already in our 20’s outside and yet they say it’s too early to fix the central air. I have written to their complaints department and all I have gotten back is a reply saying sorry we don’t send out our technicians until the end of may. The customer service reps on the phone are not being very helpful as well. I HATE SEARS and if I can rip off my central air unit, I would like to bring it back to their store and demand a refund because they have not lived up to their promise.

  17. Rosemary Says:

    So frustrated dealing with Sears…bought a fridge, that had to be ordered, from a salesperson on the floor, and ever since, this person has been off sick, so now no one wants to help as this was not their sale. They are paid on commission, so therefore if the person who you bought from is not there …TOUGH FOR YOU,,,, Customer service sucks!!!

  18. J Guzman Says:

    We purchased appliances at Sears in Thornton, CO and their Finance Company has provided the WORST customer service I have ever dealt with. I have also purchased items where their sale price tag is covering up a lower retail price. NEVER shop a Sears for any item

  19. Martin Gagnon Says:

    Hello My Name is Martin Gagnon and I work at the Sears Home Store Victoria BC in Major Appliances. Heres My New Vision of Sears and work Hard to Satisfied Every Customer i Talk Too everyday not just during the sale but after sales also.

    Our Vision is My Promess to You.
    If you haven’t been to Sears lately, you’ve missed the changes we are making
    to ensure that your shopping experience in our stores is exceptional.

    One of the most important changes is a renewed mission to provide Sears customers with the better service you deserve.

    This journey begins with an improved return policy that includes a satisfaction guarantee. As well, all 30,000 associates across the country are making a renewed commitment to you that “we’ll do our best to do what’s best for you.”

    At Sears, we are committed to creating lifelong relationships built on trust. Our guarantee is a reflection of that commitment. So we invite you to help us exceed your expectations. Visit any of our stores, check your Sears receipt for feedback options and please let us know how you think we’re doing.

    We look forward to hearing from you.

    Sign:
    Martin Gagnon
    Sears Home Store
    Victoria BC
    Major Appliances
    (250) 380-7100

  20. Nathan Chi Says:

    I placed an expedited order at 11 am Jun 4th and Sears said I will receive it the next day, but they didn’t process the order until the next day and they told me I can not get it on Jun 5th and not let me to cancel the order even though they missed the delivery date. This is not acceptable service for an expedited order which cost me $22.97 for the shipping.

  21. Eugene Says:

    We ordered drapes from Sears in Winnipeg , and had to guess what the person on the other end was talking about !! My wife couldn`t understand ONE WORD !!

    Needless to say , we don`t deal with Sears anymore …..

  22. Sandy Says:

    I bought a house and have a oil water tank service with Sears. The service is horrible. We had a problem with the billing and the name and an outstanding balance of 83 dollars. Basically, all the name on the bills are wrong. So we call in and talk to Sears. They are so rude. They do no understand how to talk to customer. When you buy a new house, there will be a communication problem due to the phone, internet whatever will be disconnected. You cannot call the old home phone number!!! you should call the customer cell phone instead. Regardless what are the issues. You should always talk to your customer in a nice manner. You cannot yell or swear and behave like a fool, hang up the phones.. etc.. Obviously, from what i have reard online. Sears must do something or i’ll wait and see the end of Sears. I will never buy anything from Sears from now on. Due to the worst customer service ever!!. I will write a complaint to BB, to manager, and to CEO of Sears. …. Thank you Lien for sharing your experience

  23. Mark Says:

    Sears has the most incompetent and predatory service in the world. They charged my 88 year old alzhiemers patient 180.00 for a brand new under warantee dryer repair saying that it was a commercial dryer because her live in personal caregiver was considered a renter! THEN after 3 times of repairs for the same thing, they are refusing to replace the dryer all within a 6 month period. IT IS TIME a class action suit was filed. Any lawyers out there willing to take this on, I for one believe this is gross misrepresentation and preying on the elderly. NEVER BUY Anything from there. I used to be a loyal customer. Now I wouldn’t buy a toothpick.

  24. Mark Says:

    Just a clarification..that patient is my mother-saw it too late to edit

  25. Topaz Says:

    I was serviced by a middle aged saleslady with short, salt/pepper hair in the jewellery department at Sears on Robson in Vancouver. This miserable person had such a scary, intimidating and patronizing demeanor that one would think she’s a better fit for a collections officer. Staff doesn’t know how to say thank you or at least pretend to look like they want to help you. The staff at the Clinique counter as well was passive, unaaproachable and not helpful at all. I stood for a good 7 minutes to get help but was just ignored- one continued training her staff. While there is a handful of good staff, the rest have such bad attitude, unmotivated and simply lacking even the most basic courtesy and manners.

  26. Jack Says:

    Don’t buy appliances at the North Hill Calgary Sears!!! I bought a dishwasher and got HORRIBLE customer service. The technician showed up today with a dishwasher missing 2 parts – couldn’t instal it; described it as “my” problem and advised me to call the manager. I called him – and he started dissing me and got all aggressive, asking if I wanted him to help me.

    Nobody at Sears takes responsibility for after-sale of big ticket items; and customer service sucks.

    Don’t ever buy from them.

  27. Jack Says:

    Forgot to mention: it’s taken 2 weeks, and counting to get a dishwasher from them. Another week’s delay as I wait for the replacement…

    Am still reeling from the lousy, antagonistic treatment I received…..

  28. Doug Cole Says:

    Sent dry cleaning to Sears in April got a call to pick it up today (Sept 10).

    Basic courtesy and manners: they have no clue what that means. Suggest that you move your outlet elsewhere. People who wait for 4 months for “Sears” to return a dry cleaned suit are not likely to shop there. I certainly will not.
    Doug

  29. Patrick Montana Says:

    Sears Canada modern day sweat shops
    Sears will pay you $10.07 an hour. They want you to make $100.00 in sales per hour
    It does not matter if you lie
    Especially if you lie to consumers
    You do belong in that retarded establishment
    You are in good company with society drop-outs
    Losers who can never make it in the real world
    Sears is the paradise for retards, those with no conscious or principals.
    Those who take pleasure in stealing people’s money through lies and giving consumers very little in return
    To those losers and to their supervisors, I say
    What goes around comes around
    Do others as other do on to you
    It will come back to haunt you, sooner or later.
    Those supervisors are supposed to listen to their liar’s telephone sales representatives at least 5 times per week.
    They listen and encourage those telephone sales representatives to lie
    Supervisors are judged and evaluated at the end of the year by how much money their teams make.
    This is blood money taken fro seniors and retired people
    Telephone sales representatives use scare tactics to sell Protection Agreements
    They tell them that if they do not buy this garbage the appliances will fall apart
    Shame on you losers
    Shame in you to steel people’s money
    They brag that they love their native countries.
    Stay in your native countries if you do love them that much
    Do not come to Canada to lie and to steal people’s money.
    Those who love their native countries do not dare do this garbage in their own countries
    They will be shot or butchered in broad day light in their own countries in the streets in public if they dare to do what they are doing here day after day in Canada. Welcome to Canada Sears. Enjoy blood money.You’ll pay for it
    Sooner or later

  30. Patrick Montana Says:

    Sears associates (store associates as well as telephone sales representatives withhold important information from clients whenever they are selling 3 or 5 years “Pay Back” protection plans on appliances.
    They do not tell customers that they have to call within 90 days of the expiration date to claim their credit otherwise their store credit will be lost. Most of the time customers are told “Sears will automatically send you back your money”.
    Clients are not told that they will only redeem their money before taxes, not the entire amount they paid.
    They do not tell customers that they have to spend twice as much in order to recover their store credit.
    They do not tell customers that they can not use the credit to purchase electronics. Most of the time customers are told “they can buy anything from the store”.
    Clients who read the contract call back, angry and cancel the contract.
    Those who do not read the contract are shocked, dismayed, disgusted, when they learn the truth, which they have been lied to and have been taken advantage of.
    Word of mouth spreads like wild fire and Sears’s reputation and ALL who work there suffers greatly due to the dishonesty of some individuals and due to some supervisors who choose to look the other way.
    Few bad apples spoil the whole organization’s image.
    I communicated my opinion twice in writing in the “suggestion” and voiced my opinion publicly at a meeting, and as far as I know there are no changes, as I receive several complaints/day as a customer service representative from angry/frustrated clients wishing to cancel their agreements.
    There are those who are hired full time to listen to telephone sales representatives, it is INCONCEIVABLE that they do not hear these lies all the time.
    Each supervisor is supposed to listen to each telephone sales representatives at least 5 times/week; again, they must hear their associates lying.
    In a morning meeting, a supervisor stated “We Do Not want you to tell the customer that they have to pay twice as much, etc.”
    Sears must redeem their image in the eyes of the public and their customers, SEARS must insist on honesty and integrity.

  31. Patrick Montana Says:

    Do not Buy Protection Agreement
    Do not buy extended warranty they are both worthless
    Sears love to get your money
    Sears will give you NOTHING in return
    __________________________________________________________________________________
    Sears telephone sales representatives will LIE to you to get your money
    Those pathetic liars will say anything to get their 3 or 4% lousy commission
    I call it blood money
    Payback Protection Agreements are all a LIE
    Sears will tell you that you will get your money back, a LIE
    Sears will tell you we will send you your money automatically, a LIE
    Sears will tell you can buy anything in the store, a LIE
    This is how stupid, high school drop outs became supervisors in that stupidly run place.

  32. Patrick Montana Says:

    Sears is closing 120 stores in the U.S.A.
    Sears has a lousy track record of bad service
    They will sell you Protection Agreements or extended warranty
    Both are worthless
    Canadians should read more
    Canadians should educated themselves
    The telephone sales representatives will lie to their teeth to earn few Dollars in commission.
    Lead by a team of retarded idiots who are lead by money hungry managers, the place needs more useless managers.
    Sears steals Canadian people money and gives them nothing in return.

  33. Patrick Montana Says:

    Tough luck
    If you purchased an appliance and the standard manufacturer’s warranty has expired
    Sears will not sell you extended warranty for those appliances
    Sears can not guarantee their appliances beyond one year warranty
    They will tell you that we have to send a technician to verify the condition of the appliance before they can cover it
    Consumer has to pay $90.00 + tax for the technician transportation + $20.00 + tax per appliance that the consumer want to cover.
    Sears can not stand by their appliances beyond a year.
    Do Canadian consumers a service.
    Tell them to stay away from this money hungry rip-off organization that is run by retards
    Tell everybody you know that Sears is a stupid organization that do not deserve to survive.

  34. Patrick Montana Says:

    Sears telephone sales representatives TSR
    Bunch of professional liars who belong in that retarded establishment
    You are in good company with society drop-outs
    Losers who can never make it in the real world
    Sears is the paradise for retards, those with no conscious or principals.
    Those who take pleasure in stealing people’s money through lies
    To those losers and to their supervisors, I say
    What goes around comes around
    Do others as other do on to you
    It will come back to haunt you, sooner or later.
    Those supervisors are supposed to listen to their liar’s telephone sales representatives at least 5 times per week.
    They listen and encourage those telephone sales representatives to lie
    Supervisors are judged and evaluated at the end of the year by how much money their teams make.
    This is blood money taken fro seniors and retired people
    Telephone sales representatives use scare tactics to sell Protection Agreements
    They tell the that if they do not buy this garbage the appliances will fall apart
    Shame on you losers
    Shame in you to steel people’s money
    They brag that they love their native countries.
    Stay in your native countries if you do love them that much
    Do not come to Canada to lie and to steal people’s money.
    Those who love their native countries do not dare do this garbage in their own countries
    They will be shot or butchered in broad day light in their own countries in the streets in public if they dare to do what they are doing here day after day in Canada. Welcome to Canada. Enjoy blood money
    You’ll pay for it. Sooner or later

  35. Patrick Montana Says:

    Sears work environment at the Montreal and Belleville call centers is a carnival of dirty sweat suits, long shaggy and dirty hair dues, drop waist pants showing ugly disgusting cracks and flip flops, it is far worse that a ghetto or a slump.
    Supervisors want you to lie to customers, sound nice on the phone, all smiles and politics but they do not care how you look like or how bad you smell.
    Supervisors want you to be a hypocritical and liar to clients but you can wear a man’s dress to work.
    Those society rejects do not bother to raise the toilette seat up and they spray all over it.
    Those should do that in their barns where they live and they have no place in a civilized society.
    Wake up supervisors; do not step away from reality
    You need to handle the truth

  36. Patrick Montana Says:

    Sears associates (store associates as well as telephone sales representatives, TSR’s) withhold important information from clients whenever they are selling 3 year “Pay Back” plans (RL) on appliances.
    1. They do not tell customers that they have to call within 90 days of the expiration date to claim their credit otherwise their store credit will be lost. Most of the time customers are told “Sears will automatically send you back your money”.
    2. Clients are not told that they will only redeem their money before taxes, not the entire amount they paid.
    3. They do not tell customers that they have to spend twice as much in order to recover their store credit.
    4. They do not tell customers that they can not use the credit to purchase electronics. Most of the time customers are told “they can buy anything from the store”.
    Clients who read the contract call back, angry and cancel the contract.
    Those who do not read the contract are shocked, dismayed, disgusted, when they learn the truth, that they have been lied to and have been taken advantage of.
    Word of mouth spreads like wild fire and Sears’s reputation and ALL who work there suffers greatly due to the dishonesty of some individuals and due to some supervisors who choose to look the other way.
    Few bad apples spoil the whole organization’s image.
    I worked for almost a year as TSR and heard the above lies repeated day after day, I reported them all to my supervisor at the time who suggested I write down as a “suggestion”
    I communicated my opinion twice in writing in the “suggestion” and voiced my opinion publicly at a meeting with a V.P., and as far as I know there are no changes, as I receive several complaints/day as a customer service representative from angry/frustrated clients wishing to cancel their agreements.
    There are those who are hired full time to listen to telephone sales representatives, it is INCONCEIVABLE that they do not hear these lies all the time.
    Each supervisor is supposed to listen to each telephone sales representatives at least 5 times/week, again, they must hear their associates lying.
    In a morning meeting, a supervisor stated “We Do Not want you to tell the customer that they have to pay twice as much, etc.”
    Sears must redeem their image in the eyes of the public and their customers, SEARS must insist on honesty and integrity.
    Sears Canada is run by dishonest managers; their soul objective is to rip people off.
    Shame on you Sears Canada
    What goes around comes around
    Your days are numbered
    Sears Canada, you will fail

  37. sanduy Says:

    To make a long story short, I have had 6 service calls in 6 months for a recurring problem with my Samsung fridge, which is not even 3 years old.

    No technician has fixed it, they still claim on the phone it can be done. The stall, miss appointments, and refuse to own up to the fact that I need a new one. I am sure then intend to play this game until my extended warranty runs out.

    I will NEVER EVER shop at Sears again. There is too much competition for them to be so careless, and they deserve to go out of business. They have no customer relations savy whatsoever.

  38. Melissa Says:

    My experience is not as intense as many of yours, but I just wanted to put it out there.

    The sales staff are absolutely horrible. I just cannot believe it.

    I work at the Bay and our companies are similar enough for me to understand how the system operates. When I walked up to a man at the cash register, and he rung up my product (which was 60% off), it came up regular. I said, “Excuse me, this product is on sale for 60% off,” to which he replied, “You’re going to have to go to another cash to fix that.”

    Are you serious? Everyone on this continent knows that you can override a price at all the registers. He was just lazy and didn’t want to deal with me, he was waiting for one of his previous customers which happened to be behind me. So I was told to leave, and while I hunted for another cash, I realized the only other available cash had a huge line up. Thank-you, Sears, for being terrible at training your staff.

    My store, The Bay Queen Street, is totally revamping it’s image and all NEW staff is only hired after many interviews, and kept only if they meet certain standards in customer service. If you can’t meet these standards in the first few months, you’re let go. Which is pressure enough to do your best.

  39. Sally Says:

    I ordere a mattress online for a great deal. The delivery was set to be in four days. I waited all day on delivery day & no mattress came. I called & they said they had no record of my order. I offered the confirmation number I was given when I ordered & was told they don’t do confirmation numbers. I was looped through the same process a few times. I asked for a manager. Unlike the others, he seemed to believe I had actually placed an order & asked for my order number & found my order. Apparently the mattress was sold out & on back order, so I was waiting for a mattress that was never going to come that day. Nobody called or emailed me to let me know it would take two additional weeks to get the mattress, or that I wasn’t getting it. I asked the manager if it came with a box spring, he said no then gave me the item number to add a box spring to my order after we cancel this order & I reorder. Two weeks later I get an automated call stating I ordered a mattress & frame. I call to correct this, as I had ordered a box spring. I must have spoken with 6 or 7 people on the phone, all in India reading their responses in an automated way with insincere stock apologies for wasting my time & money. I cancelled my order & went up the street to buy mine at a family owned business, who had it delivered & set up just two hours later. I slept like a baby last night after almost 3 weeks with no bed waiting on Sears for no reason. There are so many more crummy details I left out, but the bottom line is Sears lost a lifelong customer due to this. Do not shop at Sears! They have gone downhill & practice terrible customer service & bad business. They tried to charge me delivery after their mistakes & quoted me two very over priced box springs as my only options. I asked at two bed stores how much they go for & Sears were far too expensive. Shame on you Sears!

  40. C Fernandes Says:

    No wonder Sears stock will soon plunge. I did my duct cleaning done thru Sears. Inexperienced crew are put on the job. Read below.
    ——————————————–
    Quote 1 Aug 2013:
    1. At the time of quote it was noted that there needs to be 2 grills to be fixed as the length of the duct in the basement was too long. However the techncian disputed that there is no need for the addtional grills as the job can be done without them. (It is either the sales rep. or the technician is wrong) . Ultimateley cleaning was done without any additonal grills.

    Cleaning 2 Aug 2013-11 AM.
    1. After completion I was given the sign the paperwork that included the 2 grills but after I pointed out, that charge was removed. (If I had not seen the charge, Sears would have billed me for the work not done)
    2. After the truck left the driveway I observed that one of the electrical panel plate from inside the furnace was left outside on the washing machine. I called 905-773-4243 and the truck came back and placed it inside the furnace.
    3. Later that night I observed that the cut open metal on the main duct was not sealed with duct tape. As per the technican sealing from outside is not necessary. (I sealed it with duct tape)
    4. The next day as I was cleaning the floor of the wash room, I observed that the vent was dusty and the duct not cleaned. Called 905-773-4243 and left a message. I later learnt from my wife that she mentioned to the technician that the wash room vent was not done and that he said that it will be sucked from inside. If dust can be sucked from inside then why bother to clean and charge for vents?

    6 Aug 2013
    The truck arrived and cleaned that vent cover. I wonder how inside of that vent would get cleaned just by cleaning the vent grill.

    Please confirm if you would be re doing the assignment asap with an experienced technician from Seasrs who I can trust on.

    Would appreciate confirmation of receipt of this message.
    Thank you
    ————————————————————————
    Today is 7th August and no response from Sears.

  41. graham todd Says:

    bought a lawn mower from sears july 2102. exchanged it for a different model as this one started to burn oil after the second use. the replacement mower has worked well until the transmission broke in june of 2014.called sears and was told they no longer did repairs , but to take it to another firm in Vernon to repair it. they had to wait 2 weeks for sears to send them the parts list for the mower. then I have to go to sears and get the paper work in order for the repair to happen. the part is suppose to be delivered july 22. now sears is saying the part may be in august 16. I was given the “presidents” number to call and lodge a complaint but that number was a answering service in the phillipines. why is sears so hard to deal with. the local manager does not return calls. the staff are telling clients to lodge complaints against sears. I would like my money back but of course I have heard nothing in regards to my issues.. I will not deal with sears again.period.

  42. Terry Says:

    I do not believe that Sears cares or even reads the complaints listed here…I have also had a very POOR,POOR, experience as well with Sears….I won’t go into details, but I will say Sear has my MONEY and I have no purchase in my possession…. I have had no response from Sears when I contacted them to rectify this simply they said I would have to wait…So they are holding on to my money and I have no product and no satisfaction…..I WILL NEVER SHOP AT SEARS AGAIN…..You would think with all the competition with stores today that service would be upmost on their minds…..Over two weeks now and still no reply from Sears or credit to my Visa….and I never received the merchandise…..I don`t believe their future is very bright….. All this for a for a sum of only 500.00 dollars…You would think they were going to go belly up if they credited that to my card.
    5

  43. Penelope Says:

    I purchased an LG front load washer from Sears in May 2014 and have been trying to get service for a problem with it since last August 21, I am told I have to wait until Sept 04 before a technican can come. Sears store cannot help me you have to deal with a call centre in Panama. I will never buy another product from Sears , the service is terrible.

    Sears is not reliable and no wonder it is in difficulty.

  44. John Doe Says:

    And we wonder why sears is going downhill. This was released to all employees reg the current status.

    Date: Sept. 15, 2014
    To: All Sears Holdings Associates
    From: Eddie Lampert, Chairman and CEO Follow Me on Pebble
    Re: Our Form 8-K Filing and What it Means

    Today we submitted a public filing with the SEC announcing a secured short-term loan made to SHC by entities affiliated with my firm, ESL Investments Inc. The $400 million loan is expected to be used for general corporate purposes and provides us a more predictable source of funding through the holiday season.

    As you recall, we indicated in our second quarter results press release that we plan to take short- and long-term steps to enhance our financial flexibility. This was one of those steps, and reflects my confidence in the future of the company. We intend to take additional steps, over time, with the goal of achieving more long-term financial flexibility.

    I’ve noted previously that transformations of this size and complexity take time. While I would like to see us move faster with the transformation, we are limited in some ways by both our financial performance and our legacy obligations, such as our pension, which we continue to honor. I am committed to driving our transformation, improving the profit performance of the company and creating long-term value.

    As the holiday season ramps up, we need to focus on putting our members first and giving them more reasons to shop our stores and our web sites every day. Thank you for your hard work during this important time of year, and thank you for your continued support of our transformation.

  45. Syl Says:

    They deserve to go out of business. I recently gave them a second chance and am having nothing but problems getting order delivered. They can’t seem to get their stories straight – get getting transferred asked the same questions and getting different answers where the order is and when it will be delivered. I was told it is with UPS asked for a tracking number to be told is hasn’t been shipped yet should be shipped next week – not holding my breath that I will ever get it – it has only be a month – what a joke. Unbelievable frustrating. Absolutely last time I will be ordering anything from Sears. They absolutely deserve to be out of business.

  46. Marie-Anne Says:

    Sears has terrible customer service ,worker doesnt know what there saying or doing , we order a chair we need as we are moving in a new place , the day it was suppose to be delivered our chair wasn’t there ,they told me tomorrow maybe ,I call the catalogue were I ordered to see what’s going on , got the run around from it’s on the way ,it’s back ordered to it’s in the truck to bunch of other excuse , I’m so piss as I was counting on that chair for our new place , now there telling me it won’t be till dec 20′, really they know what they can do with there chair ,I will not be shopping at sears any longer hade it with them

  47. Mona Says:

    I am also very disappointed with sears customer service. I bought counter top oven which didn’t bake anything properly. It’s a product company problem or Sears sent me faulty product. I called them and after long waiting and couple of phone calls, repeating stories again and again, somebody finally agreed to send me another oven. I took the old one back ( bigger heavier piece) to the pick up location and got second one home. The second one is also the same story, the bottom elements don’t turn on and doesn’t bake the things. I called them,. Somebody talked to me and transferred me to repair department. I waited for an hour, no body came on the phone. I tried second time, somebody came again on the phone ands said he is looking into the matter, put me on hold and never came back to the phone and then put the phone down. I waited again 45 minutes. I then emailed them twice, no reply yet. I then tried to call their Toronto office customer service but no body picks up the phone. How can the store like Sears in this country have such a bad bad customer service. Is there anywhere we can complain for such a customer service ?

  48. Matthew Ng Says:

    Do yourself a favour and do NOT buy any major appliances or anything from Sears that requires a delivery.

    We purchased a fridge, washer, and dryer from Sears Scarborough in December 2014. A few days later, someone from Sears informed us that they would have to deliver the fridge on one date and the washer and dryer on a separate date. This obviously was upsetting as we would have to wait for deliveries on two separate days. A few days later, we spoke to Sears again and they apologized for this miscommunication and all three appliances would be delivered on Saturday December 13, 2014.

    On the day of delivery, all three appliances arrived. However, they brought us the wrong installation kit for the washer and dryer (to stack them on top of each other). We called the sales associate who handled our transaction and said that he was 100% certain that he ordered the correct installation kit and can’t send us another one on this date. We were informed to bring the installation kit to him, to see what went wrong. Thus, the washer and dryer were not installed on this date (Saturday December 13, 2014). During this phone conversation, the sales associate was defensive, argumentative, and hostile and did not apologize even once for this mishap. The lack of an apology can be overlooked, but his defensive and hostile attitude was incredibly impolite and unprofessional.

    When we brought the installation kit to the sale associate he informed us that this was in fact, the incorrect installation kit and that someone at the delivery services or warehouse must have packed the wrong kit with our appliances. No apology from the delivery services or the warehouse or a manager or supervisor. The sales associate ordered the installation kit again. A few days later, we went to pick up the installation kit ourselves to ensure that the delivery services does not bring us the wrong kit on our next installation date.

    Our installation date was scheduled for Tuesday December 30 2014 between 12pm-6pm. I do not understand how such large company could expect people to free up six hours of their time during a work day to wait for an installation. The delivery services department did say we could get a similar time block on a Saturday but we would have to wait until January. After the delays we already experienced, we went with Tuesday December 30, 2014.

    On the date of delivery, we called the sales associate and the delivery services to confirm our appointment since we did not want to waste another day waiting for appliances to be stacked and installed. The sales associate and the delivery services both confirmed that our installation was in their system and everything should go well. They did not.

    After waiting 4-5 hours we called the sales associate to get an update on our installation. The sales associate at Sears Scarborough again, did not apologize for the inconvenience, but refused to get an update on the installation as he said this was not possible from his end. Whether or not this was true, we were still upset that the sales associate would not make an extra effort to update us on the situation after the previous mishaps.

    After 6pm and being transferred to countless departments from Sears for about an hour, we finally spoke to the delivery services and they told us, “They will be there in 30 minutes.” After waiting 30 minutes, nobody showed up. We called the delivery services again and the representative said, “I will send a message to the delivery people, it will take about 30 minutes to get a response from them.”

    Obviously, the representative lied to us the 1st time when she said, “They will be there in 30 minutes.” We told the representative that we were incredibly upset that Sears once again not only wasted our day, but made us wait for more than 6 hours for nothing. We told the representative that we wanted our washer and dryer to be stacked and installed on this date (Tuesday December 30, 2014) as promised. She put us on hold for more than 40 minutes as she attempted to contact the delivery people who were scheduled to come to our home. After 40 minutes of waiting on the phone, it was clear that no one was coming to our home.

    There are no words fit to truly describe Sears’ services, but we can start with: disrespectful, unprofessional, inconsiderate, and poor. This has been by far, the worst experience we’ve ever had with a company, large or small. We expected more considering the fact that Sears is a major company. We can overlook the unsympathetic and somewhat rude customer service from the sales associate who handled our business. However, we absolutely cannot overlook the fact that Sears wasted at least two of our days and did not give us an explanation for not showing up on our confirmed and schedule installation date on Tuesday December 30, 2014.

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