Sears Holdings Corporation

I still have not received any call backs from the numerous people who promised to call me. One person told me that someone locally will call me, just to get me off the phone. Well, I did get the same recorded message to call Sears at their 1-800-469-4663, only this time it was from a Boulder, CO number. 720-897-8093. When I called that number, it just put me back into the phones in the Philippines call center. No one has called to fix this. The people on the phones will say anything just to get you off the phones. They didn't like it when I threatened to record their conversations. I am sick of this. Tomorrow will be 2 weeks of no response from Sears. DO NOT BUY ANY APPLIANCE FROM SEARS AND DEFINITELY DO NOT PURCHASE A SERVICE CONTRACT WHICH THEY REFUSE TO HONOR! I am very glad I don't have a service contract with Sears to repair my air conditioner!

Since the first of the year, we have had three dealings with Sears and Sears Home Repair Services that have soured us on the Sears brand. On several occasions, we have expressed these complaints to Customer Service but to no avail. Beyond a scripted apology, Customer Service has never followed up to implement appropriate solutions that resolve the following issues: The first debacle involved the “repair” of our refrigerator. Sears Repair advertises that it is able to repair all makes and models of appliances. In January of 2018, we contacted Sears Home Repair Service because our refrigerator was not operating properly. We advised Sears of the manufacturer and model of the refrigerator. Despite having this information upfront, the technician who came to our home was unable to do the repair on his own. He had to contact a supervisor to walk him through the process in an attempt to make the repair. After he finally completed the repair, the performance of the refrigerator improved slightly and then rapidly deteriorated. We were charged $400 for this useless repair. Because the repair was not effective, we had to buy a new refrigerator. This time we went to a competitor to purchase it! The second instance involved a Kenmore Elite dishwasher we purchased in the summer of 2015. The dishwasher began to leak after two and a half years. We contacted Sears Home Repair Service. When they came to service the appliance, the technician advised us that we needed to replace the motor at a cost of $400. The performance of the Kenmore Elite machine caused us to lose all faith in the Kenmore brand since most dishwashers last approximately ten years. Rather than throw good money after bad, we replaced the Kenmore machine with a more reliable one from Bosch that we purchased from Sears. We had Sears install the Bosch dishwasher which brings us to our third complaint. The installer lacked self-awareness and tracked mud into our home. There were numerous clumps of mud where ever he walked on our white carpeting and flooring. He did nothing to check his shoes or take other steps to protect our flooring. He demonstrated a total lack of respect for us and our property.

I have a service agreement with Sears, a protection agreement that I had for 30 or 35 years. It's a protection agreement because I'm a very old customer and I kept 20 agreement 35 years ago where 20 of my appliances are covered for one fee every year. It's called the "Kept 20 protection agreement. I'm on my second call, after my third call if they're not able to fix it, it is replaced. I give him an "A" he's efficient. It was free, I paid my yearly fee. The person prior to him, who could not fix it, I would give him an "F" he couldn't fix it. He was on time however, I do work, and had to work around my schedule for nine days. I couldn't take off any more time to repair my appliances, I am a physician. The service tech is someone that I've known for many years.

I only purchased the unit from them. They didn't install it. They were excellent. They back up their product.

horrid first I was told that I would get a call the day before for delivery of my items, so I called them to find out whats going on. because I kept being sent emails stating that my order was canceled. Then after trying to talk to the operator, I was told that the items were on back order and corporate would send me an email in 3-5 days which it wasn't. I got so angry that I ordered a new washer and dryer from Home Depot for $40 more but it was a better deal and they delivered the items in 2 days.  so I called Sears to cancel and got the same Indian woman possibly using a different name and told them to cancel my order in which strangely was very easy after pulling all that teeth. The only plus side is I got my money back in less then 24hrs. 

I go online. If I find the product online, and just buy. It was rather easy to do from my home office. You don't even need to talk to someone, or you can call them, or you can chat with them over the chat room. I recently did the same for my son, and I got a $50 discount.  It was easy to do, maybe if I didn't do my research ahead of time, I wouldn't be that happy, but I am happy with the product.

I?ve tried everything the market has to offer to get our clothes clean, but nothing has worked.  I've had to take our clothes to a laundromat to wash them and re-wash them in my machine just to do what I can to ensure they are as decontaminated as possible.  I've been through 6 cancer surgeries and I have nearly no immune system at this point.  So it is of great concern that my washer is not getting simple stains out of my clothes.

It has never performed as promised.  I contacted Sears about this and they sent me $50 like they are doing me a favor.  What I need is a replacement for this non-working washer.

,NY
After I spent 45
minutes dealing with Kmart's lousy voice activated response system and
answering numerous questions from two customer services representatives
detailing the nature of my complaint ,giving all of my contact
information, the course of action I was requesting, the customer service
supervisor advised me that if I was expecting a change in company
policy that I need to email Kmart corporate directly from their web
site. What adds insult to injury is that the Kmart customer service
supervisor explained to me that their sister corporation Sears does
offer the free service of having the jeweler replace the watch band
for the customer. She suggested that I visit Sears for the free service.
My response to her was too strongly recommend that since Sears and
Kmart belong to the same home corporation have Kmart offer the same
free service that Sears does. This is when the customer service
supervisor explained that I needed to send a separate email to
Sears/Kmart corporate for that. The Kmart supervisor then admitted to
me that their entire customer service department is not set up to
communicate with their corporate offices. This admission was the most
shocking thing I've ever heard from any private company's customer
service department. What on Earth is the role of Kmart's customer
service department if they are not allowed to send customer feedback to
the home company? My head almost exploded after hearing this.
I wasted almost an entire hour of my life trying to give constructive
feedback to Kmart. Precious feedback that I was told will never be shown
to the people that make policy decisions at Sear/Kmart. I will never
get that wasted hour of my life back.
I'm not the smartest
man in the world however I was taught back in high school geometry that
the shortest distance between two points is a straight line. I don't
think the corporate bean counters that run Sears/Kmart comprehend that
basic concept.
What I'm expecting as a
reasonable human being is that a representative from Sears/Kmart
corporate call me up on my phone and explain to me that not only do they
understand my compliant but share my understandable human frustration
on how absolutely ridiculous their current customer service and store
policies are. As well as state that they would be taking immediate
steps to fix all issues . They will improve their customer service
department and allow them to talk to corporate home office and customers
without using robots. They will also allow Kmart jewelers to offer
the same free service that Sear jewelries does.
I have deep doubts that will ever come to pass since I believe that Sears/Kmart are run by a bunch of Microcephalic morons!!!
P.S I'm never shopping at Sears Kmart again!!!

It started with a letter from Sears saying if I didn't use one of my Sears cards
(Sears Plus card) by the end of the year it would be cancelled because of inactivity.
Right off I would like to say that this is no way to do business, we
normally buy major appliances from Sears but don't do so often.   However
we would prefer to keep the card active without being hassled.
But I can always use clothing items so I searched the Sears site and
ordered three pairs of men's pants but inadvertently used the
wrong credit card (I have three Sears Credit cards).
I was ordering only to keep the Sears Plus card active so I called
the order center and talked to someone who retook the order and
said she would cancel the first order.  The reorder would go on the
proper card (that was to be cancelled if I didn't use it soon).
Long story made short, she didn't cancel the first order, both were
shipped, (first order number 432356532 was online, the replacement order
number, from the phone order, was never emailed as promised, both orders were made on
11/23/12).
I called after I received both of the orders, three pants each, I
didn't need 6 pairs and only ordered the 3 to keep my Sears card active.
After talking to an agent and her supervisor/manager it was agreed
they would have UPS pick up the second order.   But they did not
agree to this without an extensive discussion and my arguing that it
was Sears fault.
i waited, called UPS after a few days (they couldn't project a
pickup time without a tracking number) and finally I called Sears
again.
This last call got lengthy, basically the lady wasn't sure if I
would have to pay for the return shipment, I couldn't talk to her
manager this time but she did several times, putting me on hold.
I was not notified or called about why they did not arrange for the
UPS pickup as I was told they would do.
It got very confusing because on the original order I had ordered
three different colored pairs of pants, on the second phone order they only had two colors, I agreed to take two Navy Blues.
That is the order I wanted to return.  However, because of the color difference that was not possible, again she
talked to her manager and tried to help but I finally got tired of
being on hold and spending a great deal of time on the phone (for the third time) and told her I
would just keep all 6 pairs of the pants.  I was also thinking that these two orders were charged
to two different cards and if I disputed one based on a projected return it would only cause more confusion.
The phone order (11/23/12) was with Agent ID 22440 and I
am sorry to say she was difficult to understand and didn't cancel
the online order as she said she would.
The second phone contact, to return half of the double
order (12/4/12) was Agent ID 11243 and I ended up talking with her
manager whom I cannot identify but she was impatient and only
complied to have UPS pick up the duplicate order when I insisted.
The third call (12/15/12) Agent ID 19689, tried very hard to help
but with the color differences and the question if I would be
charged for the return...she ended up not being able to help.
That is why I finally just decided to keep all 6 pairs of pants.
Needless to say it will be a long time before I order from Sears
again.  And I still don't appreciate the threat to cancel my card due to inactivity.
The we have used it before for both a washer and dryer, later a new stove, also a dishwasher.
I was told you can't cancel an order placed on line.  I told them
their agent should have known that, I called and asked to cancel while
realizing it may not be possible.   She offered to cancel and took
a replacement order.
The first manager arranged for a UPS pickup cost free, the last lady
didn't know about return charges for sure and thought I would be
charged for the return.
All 6 pairs of pants were the same price but I couldn't return the
second order (two Navy blue and one other color) because the numbers (colors)
have to match the order exactly to properly credit to the proper card, she said.
I was told to return them to Sears or Kmart, which is very difficult
for me.  It was a Sears agent error.   If I had been able to return to a local store I am sure the color difference would not have
mattered and they would have credited either card.
I decided to report this to Angies list, others should know what a
mess you can get into with a simple order.  The last lady told me the first order went through Sears
the second through Kmart!  I should cancel all three of my Sears cards or just not pay for the
second order but that would not be very rational or honest.  I order a lot online and have to say that
generally you get first class attention without problems like this from most online companies.
I sent the above to a SVP & President of Marketing,  Imran Jooma, [email protected]
on 12/17/12 to help them prevent future problems like this.
I don't necessarily expect a resolution from Sears, but do feel some sort of compensation is probably in order.
For instance, they routinely offer 10% off an order, which would be about $10 on the two orders I am keeping.
And because I saved them the return UPS fees by keeping the pants they could credit that $8 (or more) fee to my card account also.
Mostly, however, I wanted them and other customers to know how frustrating a simple order can be, even with an old standby company like Sears.
best, Gerald Wakeen