SEARS complaint

SEARS complaint

SUBJECT - Complaint for Sears location, service, quality and customer satisfaction Location - SEARS 701 RUSSELL AVE GAITHERSBURG, MD 20877 (301)840-5228 Details - Case of FRAUD and NEGLIGENCE. - I had to change my order THREE TIMES. and never got my order on time. I STILL do not have it… I BET if ANY sears executives have the guts to call the above number (anonymously) and get hold of the store manager on above location. - I filed a complaint (contact me for the case number). Still nothing happened. - 1ST TIME ORDER - I was give 3 diff. stories why the order did not come through. I believe it was a long weekend, the delivery man did not show up. But I was told the item was damaged - try to find ACTUAL PROOF of damaged stuff, not only system notes. So I went to the store (after 4 hrs on phone with no luck) 2nd time - I was DESPERATE to get washer and dryer so that I am functional at my NEW HOUSE (u guys completely killed all the fun!!!) so got the floor model. I was told "it is perfectly fine and working great!" by the managers. but the piece was DEFECTED.. and they all KNEW ABOUT IT. Delivery was horrible.. no installation!!!! 3rd time - I was assured I will get my product in 2 days and then a person calls to inform me there is a day delay of another day. Enough is enough - YOU ALL NEED A REAL JOB! SHUT DOWN THIS STORE ASAP!!! REMOVE the slogan – “customer satisfaction” change it to “lazy guys at work” I have worked in retail for 4 yrs. You guys are a big joke to the retail industry, EVERYONE puts complaints and you don’t even have a clue! I will ensure I add ALL the details and send it to local news papers, internet review sites, BBB, and media… it’s really about time! Your pay checks will not shrink if you REALLY investigate this issue. Very and highly unsatisfied customer, who swore not to do business and spread this word around. look around you, do search on internet - EVERYONE have complains on sears service. Keep it up! (I am sure, do you even care???)

Mehul

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DO NOT PURCHASE FROM SEARS. We also have awful and unlucky experiences purchased from Sears. I purchased washer/dryer from Sears because the prices were cheaper than Home Depot, and Best Buy. The machines themselves are good and I do not have problems with. What I have problem is Sears customer services. The first time when washer and dryer delivered, sale associate forgot to order stacking kit (We are living in a new condo on the 2nd floor and it is in closet), the delivery people can not stack washer and dryer into the closet without stacking kit. In addition, I asked for reverse dryer door on the left hinge since my closet door is on right side. The instruction was clearly printed on sale receipt, apparently Sears did not follow anything on instructions. Therefore I have washer and dryer setting in my living room for a week and can not use machines.

When I called Sear store & asked for stacking kit and dryer door reversed, they were helpful and told me next available delivery is during weekday. I asked for an appointment after 5:00pm since my husband & me both working on weekday and no on is home before 5:00pm. They answered NO PROBLEM. This was starting of my nightmare, we kept received many phone calls from Sears delivery department stated they are coming at 10:00am to 2:00pm. The time when no one is home. Meanwhile I kept spoke to their customer services to changed times to weekend. After spoken to at least 3 different customer services. Still, Sears delivery crew showed up at my door when no one is home.

Finally, we had the stacking kit delivered on Saturday, 3/8/08. However, Sears ordered me a RED color stacking kit when my washer/dryer is white color. The delivery crew also told me they DO NOT do reverse dryer door hinge. I called the store again, Sears said they do not have white stacking kit available at this time; I will have to wait. We understand all this and trying to be patience as much as possible.

We told the delivery crews to put the RED stacking kit on and when the white one becomes available, they can come back install the white stacking kit. After the all the installation and delivery crew left, we decided to do a load of wash to try out the machines. Little did I know that installation on the water pipe was not done properly by Sears. All the washer water leaked out from the pipe in the back of the machine and water flood my new kitchen floor, new paint wall and the bottom of washer machine. I was terrified on what happened. The next morning I went back to Sears requested replacement on a new washer (since bottom of washer was flood) They asked for 15% re-stocking fee to replace a new washer. I was very upset on what happened to my new floor and painted wall. Finally a customer service BLANCHE helped me replace a washer without charge. (She is the best customer service from Sears, working in East Hanover, NJ) She helped me set up an appointment to have some one come on 3/22/08 to replace a washer and reverse dryer door and change correct stacking kit.

On Tuesday, 3/11 at 2:30pm, I got a call from Sears delivery people they are in front my door and on one is home, they are coming to change dryer door?? I thought I make myself clearly not to have anyone coming in before 5:00pm on weekday??

I went back to Sears store asked for BLANCHES, she helped me again set up the correct appointment time. I really have to commend her, she was on phone for more than 1 hour, after spoken to 4 different customer services. Finally, she got my schedules set on 3/22/08 again. I am in the middle patiently waiting the next appointment. I do not need any more surprise, hopefully they will make this delivery without any problems.

I do not understand how Sears functions and how they are able to stay in business this long with such terrible customer services. DELIVERY SCHEDULES DEPARTMENT is the worse I have deal, luck of care and customer satisfactions.

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I purchased the service agreement for the Kennmore Elite Oasis HE Washer and Dryer combination. I telephoned customer service today and was told it would be a week before the could come out.

I asked to speak to a supervisor and explained that I had a large load of jeans that did not complete the wash cycle and that I had a new baby in the home and could not wait a week to wash. The supervisor blew me off as well. I've been purchasing home appliances from Sears for over 20 years, but I will not make another purchase nor will I recommend them again. Sears has the worse customer service.

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This was exactly what happened to me, however this was on the initial delivery of an almost $2000 grill. After a full day of waiting, the delivery people kept reassuring me that the item was still being delivered, even though it was dark, even though it was past my delivery window by 2 hours and was by now 10 P.M. At 10:30, when I called to find out where my barbeque was, they told me the delivery had been cancelled. No explaination, no apology, no reason why no one had called to tell me of the cancellation. I have called corporate offices, after spending an hour with customer service this morning to no avail. If they do not call me back with a solution, I will refuse delivery and cancel item on my credit card. Sears obviously does NOT care about customer satisfaction. Buyer beware.

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10-26-07 Here is my Sears storyI have never experienced worse home repair customer service than at Sears. I called Sears to have my gas dryer repaired for my summer home. I was told that there was a 2 week wait, a $75 charge just to come out, additional labor and parts (around $350). In need, I agreed and set aside that Saturday to drive the 75 miles to my house. On the friday, the day before the appointment, I received an automated call telling me that a service repairman would be coming on Saturday between 8am and 5pm. I drove to the house, got the dryer pulled out and waited for his arrival. At 12:30, I called to find out if they could tell me when he'd be arriving. They told me sometime between noon and 5pm (duh). At 3:30 pm I called again to confirm that he would be coming since the day was getting on. They confirmed he would be. At 4 pm I received a call telling me that the repair man had been overbook and that he would not be coming and that I would have to reschedule. I complained and asked to speak to a supervisor. After explaining my story, and how wrong it was treating costumers like airlines (overbooking and bumping) the supervisor told me that they would get in touch with the repair department and arrange to get one of the service men out to me and would call me back to let me know I was being taken care of. At 4:30, after no returned call, I called again to find out that I was completely blown off. Though I explained my 2 week wait to do laundry, 150 miles of driving, and a full day of my life, and now, having to wait again, find a repair service as well as pay to do my laundry at a laundromat, it didn't mean anything to Sears customer service. "Sorry, would I like to reschedule?" was the response. I was so resentful I told them I would never buy anything from Sears again. I received the famous well written and dictated response... "Thank you for calling Sears" I hate them and now have to find another company. Here is another great example why the american economy is going down the drain. Lack Of Care!!!!!