Chit Chat : Current Affairs

  • Another Horrible Sears Experience

  • I guess it’s no wonder why the store near me closed and Sears Continues to decline. Every experience is always a nightmare. I have boycotted Sears for years because of the horrible customer service and Logistics to Credit Card purchases in the past. Unfortunately, one of my first Purchases from sears in 2005 was a Craftsman DYT 4000 Tractor. It’s at the stage now where it needs a simple part and of course the only place you can get that part is from Sears. Trust me a tried looking for a generic so I wouldn’t have to support Sears. I reserached the part on-line and tried contacting Sears to verify this is the correct part. Online the HP listed for the ignition coil I looked up is different, but the part looks correct, so I just wanted a confirmation before ordering to see if this is a universal part or not. I tried the online CHAT with customer service and of course they couldn’t answer and referred me to an 888 number for a “parts Specialist”. So after going through what I need on the phone the “parts specialist” has the part and gives me a price and says at the end “once the order is placed it can’t be canceled” “once you receive the part it can be returned within 365 days” this would be acceptable IF YOU GET THE ORDER CORRECT ORIGINALLY. So once my order is placed I am emailed the order. Guess what? That’s right, it isn’t even close to what I need. I need an Ignition coil and the “parts specialist” who had no problem finding the item ordered and processed an order for a Alternator coil. Not even close to right. So I call back to say hey this order was not processed correctly, and guess what I get? That’s right,Tough, “we read you that orders can’t be canceled so once you get the item just return it.” HEY SEARS– DOES THIS MAKE SENSE TO YOU? Now your going to pull the wrong part off a shelf, ship the wrong part, I’m going to refuse shipment, then it’s going to go back to you, and someone is going to restock that part. Hmmmm, seems to make more sense to fix the process from the get go when the error is made and save all the wasted Man hours proceesing and then taking back the wrong order, and more importantly take care of and keep happy YOUR CUSTOMER, but what do I know. So my suggestion for any consumer burdened with the unfortunate pleasure of having to order a part with Sears because you’ve exhausted all other avenues and what I will have to do if I ever need another tractor part ( however, after this I will be trying to get rid of my last piece of Sears **** and sell my tractor, and by something new that has zero affilate with Sears) get a part number from the “parts specialist” and search that part on the main web or the Web’s images content to make sure the part they gave you matches up with what you need, or sacrifice the time of waiting for the wrong part, sending it back, waiting for a refund (which I’m sure Sears will process quickly) and then attempt again to get the right part. This step may repeat itself, but you’ve been warned.
    Thanks Again Sears for making my shopping experience with you guys a BLAST!!!
    Sincerely,
    Another Sears Order Victim

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  • Post
  • Hi donp_98_z28,

    Thank you for reaching out! I am sorry to hear of your disappointment with the service you had recently received with your parts order. I have forwarded your concerns on to our Sears Cares team to discuss this issue with you further.

    Please know once a response has posted I will be reaching out via email, providing a link back to your post for further contact with our team.

    Thank you!

    That’s fine, and I’m fine with discussing the situation, but only if there is a constructive resolution to the problem. Meaning the correct part and order processing, or a cancelation of the order. In the interest of not wasting anymore of my or Sears’s time, if it’s going to be another run around on company policy and nothing we can do, etc. I’m already in that Limbo so tell Sears Cares not to bother if that’s what I’m going to get.Thank you in advance!!

    Hello donp_98_z28,

    Thank you for taking the time to post. Again, we are so sorry to hear about the service you received regarding your part order. We would be happy to have a case manager contact our business partners and look into this further for you. Please send the following information – contact #, screen name (donp_98_z28), phone # used at time of purchase to smadvisor@searshc.com. We look forward to speaking with you soon.

    Thank you,
    Dianne D.
    Social Media Moderator
    Social Media Support Team

    Dianne–
    The information you have requested above has been sent.
    Thank You,
    Don

    It’s been over 3 weeks since I returned this incorrect product and I still have not received a credit from Sears. Shocking!!

    Hi donp_98_z28,

    We’re sorry for the delay in crediting your account. I have forwarded your post to your Case Manager and asked that he contact you as soon as possible to help resolve your refund issue. We thank you for your patience and look forward to speaking with you soon.

    Thanks,

    Susan R.
    Social Media Moderator
    Sears Social Media Support

    I purchased a Ping-Pong table yesterday thru SEARS on-line customer service. The SEARS rep in Alabama offered me a 20% discount coupon, so I authorized the purchase. When I received the email confirmation, no discount was applied.

    There was no mistake in our communication, because the rep verified the amount (w/discount)before she submitted it to A/E for authorization. So she clearly knew what she was doing and it was deceitful on the rep’s part. How disgraceful for a SEARS rep to ‘trick’ a customer. Sears customer service says they are ‘sorry’ about what happened, but can’t do anything, because the table is thru a 3rd part. How shameful of SEARS!

    I purchased a Ping-Pong table yesterday thru SEARS on-line customer service. The SEARS rep in Alabama offered me a 20% discount coupon, so I authorized the purchase. When I received the email confirmation, no discount was applied.

    There was no mistake in our communication, because the rep verified the amount (w/discount)before she submitted it to A/E for authorization. So she clearly knew what she was doing and it was deceitful on the rep’s part. How disgraceful for a SEARS rep to ‘trick’ a customer. Sears customer service says they are ‘sorry’ about what happened, but can’t do anything, because the table is thru a 3rd part. How shameful of SEARS!

    Hi there, tomcarroll! Thanks for posting today. I am sorry to hear about your disappointing experience with our customer service team. I have passed your concerns on to SearsCares, who will post here in a bit looking to discuss this with your further.

    Once they respond, I will be sure to send you and email letting you know that includes a link back to this thread.

    Thanks!

    Tomcarroll,
    My name is Liz and I am a member of the Sears Cares Escalations team. We thank you for posting about this matter regarding your online experience. We would very much like to connect you with a dedicated case manager to look into this further and address your concerns. At your earliest convenience, please send the following information – contact #, screen name (tomcarroll), phone # used at time of purchase to smadvisor@searshc.com. Again, we do apologize for the inconvenience and look forward to speaking with you soon.
    Thank you,
    Liz R.
    MySears Community Moderator

    I also had a horrible experience with Sears. I had ordered a foosball table and Sears charged me $119 for assembly. here are the issues
    * Installation scheduled for saturday, nobody called me or showed up. I called several times and sears kept telling me that somebody will come, hence I waited the whole day. I wasted my entire day waiting for the installer who never came
    * I called again on sunday, Sears told that it is unacceptable and they have to reschedule to monday. Sears told me that somebody will call me on sunday night to give me a time frame. Nobody called me and I kept waiting. Eventually somebody turned up at 4:00 PM on monday
    * These guys were outsourced guys and had no idea how to assemble a foosball table. They did a horrible job. I found out one of the mistakes on the spot and they had to disassemble and re-assemble. In the process, they messed up the installation and the table is not usable.
    * I called sears again and they said they have to re-assemble and will call me within 24 to 48 hours. Of-course nobody called me.

    Bottom-line, I spent another 1 hour trying to fix the issues myself (re-assemble), but the table has been so horribly assembled, that it is not usable.

    Bottomline, I have lost $250, lost 2 days of my time, and customer service is not trying to resolve the issue. I WILL NEVER AGAIN BUY ANYTHING FROM SEARS. THIS IS COMING FROM A LIFELONG LOYAL CUSTOMER FOR SEARS. BYE BYE SEARS !

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