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Community Manager Comm Mgr

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Moderators are the good people who help get questions answered and make sure everyone follows the rules.
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Sears Cares Sears Cares

Sears Cares

People with this badge are trained customer care representatives who make sure you get help when you need it.
Associate Associate

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

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These are business partners of or suppliers to Sears Holdings Corporation.
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Editors are grammar gurus who create blogs and guides that you will enjoy.
Sr. Blogger Sr. Blogger

Sr. Blogger

Count on these topical wordsmiths to deliver blogs and guides that matter to you.
  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.

    Hello M2hot2trot, Thank you for bringing your online experience issue to our attention. Please accept our apologies that you have encountered trying to order a washer and dryer. We would be happy t…
  2. Home & Family How Do I file a complaint for a paid online order, in-store pickup, no product but charged when told my order was cancelled?

    Hello TPotts, Thank you for bringing your online order issue to our attention. We would like to apologize for the trouble you encountered with your online order, and for the poor customer service y…
  3. Health & Fitness PROCESS FOR FILING A COMPLAINT ?????

    Hello ASHOUSTON, We thank you for taking the time to let us know about this situation regarding the delivery of your treadmill. We would like to take the opportunity to have one of our personal cas…
  4. Home & Family where can i complain about the repair services offered by sears?

    Hello jackedaround, We are sorry your issue has yet to be resolved. I will forward your post onto your case manager and request a follow up call. Thank you, Dianne D. MySears Community Moderat…
  5. Home & Family where can i complain about the repair services offered by sears?

    Hello madcajun, We are sorry that your repair is not meeting your expectations. We would be happy to have a case manager contact our business partners and look into this further for you. Please sen…
  6. Home & Family I bought a dishwasher less than a year ago and already had 4 service calls on it. Is this normal for a Sears product?

    Hello mlankin, We thank you for informing us about this matter. We would be happy to connect you with one of our case managers to assist you with your dishwasher concerns. Please send the following…
  7. Home & Family where can i complain about the repair services offered by sears?

    Hello kb815, At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. This is not the type of ser…
  8. Home & Family How do I submit a complaint to the Office of the President for Sears Holdings about Sears.com

    Hello nsdevoe, We are so very sorry to hear about the trouble you have with your washer and dryer and our service. We know that a washer and dryer are necessity and anytime spent without it can be …
  9. Home & Family A service tech came out on 1/23 for a whirlpool refrigerator. He said it was a bad circuit board. He went to another tech’s location to get a refurbished circuit board. Didn’t work. So he ordered a board, would arrive by Saturday 1/25. Received a phone on 1/25 will be shipped and received by Monday 1/27. Nothing. On 1/28 received a phone from a Lucy, who left a phone #800 469 4663 and did not leave which prompts to hit. Lucy stated that the part was back ordered from the manufacturer and would not be shipped until March 28. I finally got through to a customer service person that was trying to think of anyway to help. He could not get through to the appliance warranty department, they were closed for the day at 5pm PST. Closed for the day at 5pm PST when people on the west coast are getting home from work. 1/29 I called the warranty department and I was told that I would have to wait and see if the part would come in on March 28 or that I could purchase a small refrigerator and make room in my house for it or rent a refrigerator that someone else has had. That’s Sears’ customer insurance warranty on their appliances. I asked if I could get an allowance for my current refrigerator and purchase another refrigerator and have to put money out of my own pocket and the warranty department said no. That’s not how the Sears appliance insurance warranty’s work. I have to wait until March 28 to see if the part comes from the manufacturer. Then the warranty department supervisor tells me that he will create a case with the parts department. I asked how long do they have to do their research and get back to me with a status. I was told there is no time limit. So in the meantime I have a refrigerator that I purchase insurance on, does not work properly, Sears does not have parts, Sears stated that the manufacturer does not have parts, and that there is no time limit on how long they have to get back to me with status on a part. I have to agree with all the other posted complaints about Sears. And I don’t want to hear “I understand” or “I’m sorry for the inconvenience”. How are you going to solve my problem.

    Helol sunnysocal, We thank you for bringing this matter to our attention. You have come to the right place. I can see that we have caused some aggravation with the process that has taken place thu…
  10. Home & Family How do I actually get Sears to refund my online purchase?

    Hello npbchlvr1, My name is Dianne and I’m with the Sears Cares Social Media Support team. We are truly sorry that you have yet to receive your refund. I can only imagine your frustration with ha…
  11. Home & Family Fool me once, shame on you

    Hello mropers, We thank you for bringing this matter to our attention. I will forward your post onto your case manager and request a follow up call. Thank you, Dianne D. MySears Community Mo…
  12. Home & Family Kenmore electric range, model 790, control panel burned out in less than 5 years

    Hello CambriaV, We thank you for informing us about this matter. I will forward your post onto your case manager and request a follow up call. Thank you, Dianne D. MySears Community Moderato…
  13. Home & Family What is the name and address of the CEO?

    Hello badexperience2012, We thank you for posting about this situation with your dishwasher. We would be happy to connect you with one of our case managers to look into this issue further. Please…
  14. Home & Family how do I post a complaint?

    Hello rickw69, We thank you for bringing this matter to our attention. You have come to the right place. I can see that we have caused you some aggravation when we failed to meet your needs with yo…
  15. Saving Money I ordered a gun safe 600+ dollars and received a flimsy cabinet 150 tops. Called sears customer service who had me contact market place vendor. Here is their "business" response. Needless to say, it's beyond getting my money back at this point. Shame on Sears for endorsing such a company. I've been with Sears 20+ years. I will be filing a very detailed Presidential complaint. On Jan 22, 2014, at 3:05 PM, admin@oneclickllc.com wrote: Jason, To inform you we will not answer anymore communication with this customer as what we have told them is not sinking in, time and time again. This customer seems to think they are in control. See conversation below for specifics!!! This one is as far out in left field as they come. Take all legal action necessary as this customer is severely confused on the law of purchasing online not understanding company policies apply when order is submitted. This customer seems to think her order was not sent when we have supporting documentation showing it was. Order was fulfilled and possibly wrong item was sent as you know happens time to time we are all human well not this customer. Customer fails to understand you can't cancel a order once you receive the item sounds very much like a Scam to us. If they were not trying to Scam us they would have done what every other customer does and returned item and received a refund. Proceed with full guidelines of the law. Again remember everyone is a attorney when it is convenient. haha Enjoy :)

    Hello lhml, We thank you for taking the time to let us know about this situation regarding your order of a gun safe. We would like to take the opportunity to have one of our personal case manager…
  16. Home & Family does anybody know how to get in touch with the blue ribbon team?

    Hello 1gene1, We thank you for taking the time to let us know that you have not been contacted by one of our case managers. Do to technical issues we were experiencing at this time we ask that you …
  17. Home & Family where can i complain about the repair services offered by sears?

    Hello jackedaround, I am very sorry that you have been having such a difficult time with your service appointment for your appliance. We know that our member's time is valuable and realize how inco…
  18. Home & Family Untimely repair date

    Hello Cuneate, Thank you for bringing the issue regarding your dryer repair appointment to our attention. We would be happy to have a case manager contact our business partners and look into this f…
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