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Sears Cares Sears Cares

Sears Cares

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Associates are actual employees of Sears Holding Corporation, but not part of the Community Team.
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Sr. Blogger Sr. Blogger

Sr. Blogger

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  1. Home & Family All of the issues listed here are factual, I challenge Sears to leave this post up and address the issues. Sears owes me a refund of over $2,600, their shipping department has lost the merchandise that I returned, the merchandise was misrepresented on the outlet store website and misrepresented when phone calls were placed prior to delivery about condition and connection accessories that were not included. Sears personnel have provided me with information about the refund of time periods ranging from two days following product return to their warehouse to thirty days following product return. When contacted about escalating a product complaint no one at Sears is authorized to expedite a return even when every person I spoke to admitted that Sears had made mistakes at every step of the purchase. There is no way for a customer to contact the Sears corporation to address problems, Sears managers tell customers they can send and email, and the managers will also say they do not call higher levels on the corporation, they just send emails. In the past I have had luck with purchasing items from Sears 'scratch and dent' stores, so I decided to try the online outlet. On June 20th I made purchase of a Washer and dryer. Over the course of that day the order was cancelled several times by Sears via email stating that one of the items was out of stock, with no specifics. After a litany of phone calls to the outlet store, often waiting on hold for 15 minutes or more I was told the following: The items shown on the Outlet Store website may not actually be available for purchase, availability isn't determined until a purchase order has been placed by the customer. The people on the phone at the outlet store don't have any more information than the customer does, they have to call the physical outlet store to confirm product availability. I had one of the people at the outlet store actually call a store to confirm availability, they told me the product was available, but the order was cancelled via email moments after I got off the phone because the product wasn't available. I called a different physical store and placed an order for the washer since the dryer had been ordered, and processed the order myself. I was told by the reps at the call center and at the store I could check order progress by going online. The orders showed up, but every time they were selected I received an error message. I called the day prior to delivery to confirm what the washer and dryer would and would not come with, and was told I would need water, drain, vent hoses, nothing about a power cable for the dryer. On the day of delivery, July 12, the crew told me of the need for a power cord, which I was able to quickly purchase and come back with, only to have them ask me about where the feet were for the dryer. The crew said they had never seen a dryer without feet, and at this point I refused delivery and returned the washer and dryer, concerned that at this point of the continuing problems. I spoke with a shipping representative via the delivery crew's cell phone who told me there was no way to process a refund until the merchandise was back at the warehouse and that it would take 7 to ten business days. I proceeded to call the outlet store, a different number for shipping and the customer solution center. I spoke with Jasmine at the outlet store who said it was the correct thing to do to refuse delivery so the return process could start. She told me there was no way to expedite a refund, but that sometimes refunds were processed as fast as 2 days, when I asked to speak to someone who could speed things up she sent me to Manny her supervisor. He said the only recourse I had was to send an email to shc@customerservice.sears.com, he agreed that Sears had made mistakes but there was no one in the entire corporation that could process a refund any faster due to their internal processes. Manny told me there was no person to speak to other than him, that there was no phone number at Sear corporate unless I wanted to google one, and if I found one they'd just transfer me to a call center. At the customer solution center I spoke with Erica, who repeatedly agreed that Sears had made mistakes all throughout the process, but there was nothing that could be done and that a refund could take as long as 30 days after the washer and dryer made it back to the warehouse. Erica also said it was a mistake to refuse delivery, that I should have accepted delivery and then called them for an exchange that could have been done almost immediately, remember Jasmine from above? Erica also promised me an email documenting in detail our conversation so I would know my concerns had been heard. To date no such email has been received, I did get one with a case number and that's it. On July 20 I called the customer solutions center, Elsa told me she couldn't do anything for me that shipping has to process the refund. I called shipping and spoke to a rep who would not give me her name who said that she could do nothing for me that the outlet store had to process the refund. I asked Elsa to confirm the washer and dryer had made it back to the warehouse, she put me on hold and when she returned she said she had spoken to the warehouse and the items had not been returned. I called customer solutions back to ensure they recorded that info, since their computer systems don't talk to each other, and Alicia there told me that the warehouse is closed on weekends and there is no way Elsa could have spoken to them, but her computer showed that the washer and dryer had been returned to the warehouse, but she could not access any information about whether a refund had been initiated and that refunds take between 10 and 14 days from the time merchandise arrives at the website. So here's where we are today: Orders were placed and cancelled at least three times. Merchandise is advertised for sale which is not available, but orders will be processed for a sale. Sears representatives initiated orders which were cancelled because they didn't know what was available. Discounts were offered as an accommodation for repeated problems with ordering, the discounts were never processed. Despite confirmation, the items ordered were defective. Once defective merchandise is delivered , Sears representatives give conflicting advise on how to handle it. Once defective merchandise is returned Sears can't account for it. Sears representatives continually provide conflicting and inconclusive information about how long it will take to process a refund. There is not a single person, per Sears managers, that can expedite a refund and make repeated mistakes right, even though those managers agree that Sears is responsible for those mistakes. I provide these facts in accordance with the user agreement for this forum. There are only facts here offered for other consumers to make good purchasing decisions, there is nothing threatening, derogatory, or misrepresenting. We challenge Sears to leave this post up and to reach out to me to rectify their errors and refund my money.

    Dear Notgonnabpc, It truly concerns us when we hear things like this said about the products we sell, or the services we provide. We aim to deliver top notch service to each of our customers, but f…
  2. Home & Family It has been three weeks now, with dozens of phone calls and multiple broken promises, and Sears has not yet replaced the refrigerator we bought that was damaged in delivery. Does anybody have a number for a corporate office where I can complain about the store manager and his team at the Winter Park, FL Sears? nairobinative

    Dear Nairobinative, My name is Brian and I am part of the Sears Cares team. We are sorry to hear that your refrigerator was damaged during delivery, and apologize that you have been unable to get t…
  3. Home & Family Gourmet pack fre offer that came with my stove was returned to me, what is the correct address to send off for these items that should have come with the stove in the first place. Any help would be appreciated

    Dear Wholman905, My name is Brian and I am part of the Sears Cares team. We are sorry for any inconvenience you have experienced with your oven purchase, and apologize for the trouble in getting th…
  4. Home & Family Why wont my fridge work? how do I file claim for spoiled food?Getting no where with sears.FED UP!!!!!

    Dear Ladder34me, My name is Brian and I am part of the Sears Cares team. We are sorry to hear that your refrigerator has failed you, and apologize for the manner in which your repair has been handl…
  5. Home & Family Ordered from Marketplace (Sightholder diamonds) and was a victim of bait and switch. How do I let Sears members know not to do business with this ethically challenged company?

    Dear Dsimp, My name is Brian and I am part of the Sears Cares team. We sincerely apologize for the disappointment surrounding your online purchase. Third party vendors can best be viewed as separat…
  6. Home & Family where can i complain about the repair services offered by sears?

    Dear Washnomore, My name is Brian and I am part of the Sears Cares team. We are sorry for any trouble you have encountered with your part order, and apologize that your order has now been back orde…
  7. Home & Family Can anyone tell me how to contact the customerservice manager of sears.com? Waiting 7 business days for a refund on an essential appliance is unacceptable when the fault is Sears...I need my refund to purchase the right size water heater.

    Dear Diabir8, My name is Brian and I am part of the Sears Cares team. We are sorry that the water heater you purchased was not the correct size, and apologize that it may take seven days before the…
  8. Home & Family How do I file a complaint or get corporates phone number?

    Dear Jeauxjeaux, My name is Brian and I am part of the Sears Cares team. We are sorry that at some point we failed to meet one of your expectations, and we would be more than happy to discuss any c…
  9. Home & Family What is the name and address of the CEO?

    Dear Dinaples, My name is Brian and I am part of the Sears Cares team. We are sorry for any trouble you have encountered with your online car seat order, and apologize for the delay in having the m…
  10. Home & Family Why is it acceptable to have so few technicians available that I am told that for a call on Oct. 9, 2013 for a refrigerator freezer that is not working the earliest appointment is November 4, 2013?

    Dear Ladyjust1, We are sorry for the continued frustration, and apologize for the delay in being contacted. Your issue has been assigned to a case manager, and they should be in contact in the morn…
  11. Home & Family Hi...I have a KENMORE ELITE RANGE, double oven, model number 79098023801 manufactured in Nov. 2009. We have had this oven for just under 4 years and of course it is out of warranty. Over the past many months the oven racks no longer fit in the oven. They fell when I put something in the oven to cook. I went through 2 days of trying to get to someone to understand my problem. After much frustration, a technician came in and said that the oven walls had expanded and that this was a defect of the manufacturer. He literally "banged" it back in place by taking off the outside oven panel and hitting it back in place BUT it will probably expand again. Sears will not come good for this and acknowledge that there is an actual defect in the range. I reported the problem to CPSC.GOV as an unsafe product. I almost burned myself on many occasions as my racks fell with hot food on them. I feel that these ranges should be recalled as they are unsafe. I believe that my oven should be replaced by different model. All of our appliances have come from Sears and has been that way over my adult lifetime. I have lost confidence in Sears as they do not stand behind their product. Because my warranty is expired, they do not feel that it is their responsibility any longer. Oh, by the way, I googled this and I have found others with the same problem with the same model! What a shame!

    Dear Americangoose, My name is Brian and I am part of the Sears Cares team. We are sorry to hear that you are experiencing trouble with your Kenmore Elite Range, and apologize that you have not bee…
  12. Home & Family Does Sears care?Let us all ponder this question as I relate one of the most disgraceful stories of Customer Service,(snicker) you may ever hear.This wasn't always the case, over the years I have had good 'ol reliable Sears install dishwashers,stoves,refrigerator all to great satisfaction.They also installed an air conditioning unit. An air conditioning unit that proceeded to flood 2 bedrooms,hallway, attic all the way through to garage ruining everything in it's dark brown water and mold path.My mother's insurance company(Farmers),(this is her reversed mortgaged home and she is an 80yr old invalid with cardiac and respiratory issues),dispatched a clean-up crew and A.C. repairman pronto. After calming my over-stressed 2yr no days off unpaid caregiver nerves with the soothing sounds of "Don't worry, you have plenty of coverage"I settled down,well at least I stopped sobbing and vomiting.This moment of relative calm was quickly shattered with the words IMPROPER INSTALLATION and hey, tough luck poor wretch who ha

    Dear WhizDumb1, My name is Brian and I am part of the Sears Cares team. Thank you for providing us with the additional information. We have forwarded this information to our Sears Cares team for at…
  13. Home & Family How long do I have to wait before something gets done?

    Dear Oneyedmason, My name is Brian and I am part of the Sears Cares team. We are sorry to hear that multiple repairs on your ice maker have not rectified the problems you have been experiencing. We…
  14. Home & Family Why Sears has the worst service i ever saw in my life? I bought a dishwasher and got a broken one. Now nobody at sears has a clue how to replace the broken one with good dishwasher.

    Dear Tsrao, My name is Brian and I am part of the Sears Cares team. We would like to apologize for the multiple setbacks you have experienced with your dishwasher installation. We understand how im…
  15. Home & Family Why is it acceptable to have so few technicians available that I am told that for a call on Oct. 9, 2013 for a refrigerator freezer that is not working the earliest appointment is November 4, 2013?

    Dear Ladyjust1, My name is Brian and I am part of the Sears Cares team. We are sorry to hear that your refrigerator has stopped cooling, and apologize that the earliest repair appointment available…
  16. Home & Family SEARS CARE really CARE! Why should a customer complain?- A story to share

    Dear Mda8888, We are sorry for the continued frustration. We have forwarded this new information to your case manager for attention, and requested that they attempted to reach out to you again. We …
  17. Home & Family I have a Kenmore range Model 790.9220214 while baking something at 375 degrees halfway through it started beeping with an f10 error code. In the research I have done it suggested to removed the back panel. I did this to discover the control panel is black (looks like over heated and could have sparked and luckily no fire and it is melted a bit). I called the recall dept and this is not on a recall but I find it hard to believe that this kind of faulty wiring would not be covered. I am really hesistant to have it repaired if this isn't recalled (and therefore not a "known" bad issue with the range). I don't want to have this happen again and risk having an actual fire start...Not worth it! Any help would be appreciated. As I said on other external sites I've researched this is a recuring problem with other consumers. Thanks

    Dear K.Kurtz, My name is Brian and I am part of the Sears Cares team. We are very concerned by the information you have brought to our attention. Sears takes product safety very serious, and we can…
  18. Home & Family Why is the Tacoma, WA office responsible for providing service under Service Contracts so undersaffted that it takes 6 days to get a Technition to your house when your refrigeration is dead? How much longer after that am I going to have to wait to get if fixed?

    Dear DD_Why, My name is Brian and I am part of the Sears Cares team. We are sorry to hear that your refrigerator has failed you, and the earliest repair appointment is six days away. We know how im…
  19. Home & Family My Kenmore HE Frontloader washer does not clean my clothes. I need to write to someone who cares???

    Dear Lisa666, We apologize for the continued frustration. Our records do show that your issue has been assigned to a case manager, and that case manager has attempted to reach you multiple times at…
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