Comments on: Sears Customer Service, Hall of Shame

By: Mike d

Mike d — Wed, 05 Jan 2011 04:01:41 +0000

I recently placed an order for 4 items by the web and attempted to pay with PayPal. Order went thru and PayOal was charged. Returned to Sears site to complete and received notice tgat one item was out if stock. Edited order to replace one item. Checked our again and was charged twice. I verified with PayPal. Received shipping notification of 1 items with a notation that one other item (primary item) was cancelled. No other notification about cancelled. supplied with UPS shipping #. Next day received notification on shipping if remaining 2 items with Ups shipping #. On third day after original item supposedly shipped, ups says they are still waiting for package from Sears. Email to CS about cancelled item and when package is really going to ship receives canned response which shows they never read. Follow inquiry us the same. Third Inquiry says package is on it’s way. Fourth inquiry about double billing is canned and no relation toninquiry. Fifth inquiry on double billing and when package is going to ship is canned on both. Finally contact Sears holding company and next day get call from hq customer service with no help but msg to call back. 5 days after order and pckg is still not to Ups. Billing statement with multiple adjustments to paypal us 25 lines of billing and adjustments. Second package is received and first pack is finally to ups 7 days after it was “shipped”. Next day package is received and I am finally able to reach hq CS. Advise them of mess and since I have received three of items they are not overly concerned bur offer $50 gift card. When I say I will never shop Sears but will take gift card and donate to charity they refuse to hive me gift card. I am fed up and return three items received. There was no packing slip for one item so sears can only issue gift card refund.

By: robert sochor

robert sochor — Mon, 19 Jul 2010 19:10:37 +0000

A while back, I posted comments about our Sears Central AC that died in April. This is an update. We had(and have) a Sears master protection plan that was supposed to cover the replacement of the entire unit. It took MANY calls well into June before anything happened. Finally I learned about SearsCares.com, contacted them, and immediately things started to roll, and they rolled very well. The sears contract covered $8500.00 of the cost of the new
AC. We are very happy; the road-block at Sears was ,apparently, caused by one person (Antoine) who was not at all clear about the process. Once past him, the Sears service was excellent!

By: eleanor rosenthal

eleanor rosenthal — Sat, 26 Jun 2010 17:17:56 +0000

Sears customer service is not the same as when my father was an employee. There is a lot wrong with Sears customer service. I love the Kenmore dishwasher but would go elsewhere for another appliance.