Sears Roebuck and

I called the Florence KY number & got routed to a central location; I got the feeling it was outside the U.S. I asked them how much to sharpen a chain for a chainsaw, & was told I needed to speak to my local store, which I had dialed up! I was told to try again, and push a certain # so call wouldn’t be transferred. I tried that, but somewhere along the line I ended up with the central location again. Tried a 3^rd time & after being transferred around a couple times, verified it was still the Florence store. I asked how much to sharpen a chain, and was told like $ 50 for «diagnostics». I told them it didn’t need «diagnostics» — I only wanted the chain sharpened. Again I was told $ 50-​some for «diagnostics». I felt like I was speaking with the village fool! Called Crescent Sprgs Hardware… they charged me $ 7.50. Sorry Sears — I’m no longer a customer of yours.

I am so disappointed that this is what SEARS has turned into. I have to say don’t think about buying here.
This is my redacted email from today and their silly response.
I think we have been customers for about 40 years and our families for like 65 years.

Please accept this letter as a formal complaint about my purchased product (LG Refrigerator) and more importantly to advise you that you have a horrible call-​in customer service center department. They all appear to be poorly trained, rude, insolent and most importantly powerless to resolve customer complaints or issues.

I had spent over 2 hours on telephone calls today with them for a mistake that your company made without any resolution, apology, or anything. It is horrible that you have people in supervisory positions of «authority» without any power to get a bad situation resolved. It is even worse that you let dispatchers run the customer service for your company with no one who can possibly override their decision. But I digress —

On Sunday, July 19, 2015, the recently purchased LG Refrigerator French Door Model Freezer stopped working property. We purchased the 3 – 5 year Master Customer Service Warranty (I am not sure of length). I called the (800) 349‑5071 number at 8:44 am Sunday and made an appointment to have a repairman come to the house to fix the fully warrantied machine. I was okay with the appointment set up for today Thursday, July 23, 2015 between 8 – 12 and it was agreed that they would try for the first appointment of the day. All good…

Today at 7:09 central time, I called to find out the time for the appointment. I was told that the appointment was now next Thursday 7÷30÷15 between 10 – 2. WHAT? That was never the time and date for the appointment. So 29 Minutes later after discussing the issue, I was disconnected from the call and received no call back even though my number was verified like 6 times. So I call back and 27 minutes later — still no resolution. The dispatcher said no appointments until next Thursday.

By the way I was told that this «new» date would be the same date I would have gotten if I had called for service today. Really? That’s convenient.

Who would wait for 12 days for an appointment to fix a fully warrantied refrigerator? Furthermore, I would never had agreed to a later appointment (10 – 2) because no one would have been available.

At 8:26 am central time, I called back — 31 minutes this time — no resolution — no expedited repair, no help given. Nothing. Dispatcher said «No Can Do» — This is unacceptable when there are like 8 Sears stores within 40 miles of my house. If you had one store and I was in some rural area, I could understand, the time lag. Not in Cincinnati with so many resources at your disposal.

So needless to say, this non-​resolution was unacceptable, and no one will take responsibility or make arrangements to fix the snafu. With the final 11 minute call at 9:08, Dion told me I was wasting her time since there was nothing she can do and her supervisor wasn’t taking calls and if he was he would tell me the same thing anyway.

While I feel bad for the position CSR Dion #8 763 is in, she is the face of your horrible unprofessional CSR center. I know it’s not just her, because all of the CSR who answered my calls today acted the same. I am embarrassed for them and for SEARS as a company as you have produced an incompetent, barely mediocre, powerless staff. It is incomprehensible that your training is so poor after so many decades of doing telephonic retail sales. It is a shame that you have lost sight of good customer service and that the customer who buys your products and who pays all of your salaries is the one who gets the short end of the deal.

As you are no doubt aware, people who have a bad customer service experience, share that bad experience with 20 people, while people who have a good customer service experience only share with 3. I hope I hear from you with a proper resolution within next 24 hours.
RESPONSE:
Thank you for contacting Sears. I apologize for the inconvenience caused to you regarding the repair service of the Refrigerator. After reviewing your account I see that no sooner date is available to reschedule your Refrigerator service, I am sorry to say that you have to wait 07÷30÷15 for the repair service.

We value your relationship with Sears, and hope that you will continue to make Sears Holdings your choice for quality and value. We appreciate your business and look forward to assisting you in the future.

Please feel free to contact us if you have any queries, we will be happy to assist you.

Sincerely,
Oggy D.
Sears Holdings Corporation
800−479−6351
Follow up:
I am not sure what «my account» has to do with anything… I can go online and see that the time is not available as well.

Scheduled an appointment from 10 am — 2 pm for annual maintenance.
Contacted the service department to CONFIRM the appointment around 8:30 am on the morning the technician was supposed to arrive. «No problem,‘your appointment is scheduled for today between 10 – 2 today,» said the rep on the phone.
11:30 am — a rep contacted me and said the technician was sick.
I explained that I stayed home from work for this. The rep said the tech could come the next day.
I explained that I had a Dr appt from 2 – 4 pm and would be home until after 4 – 4:30 pm
’Not a problem,” said the Rep.
«I will put you as the last call between 3 – 6 pm tomorrow and tell the tech that you wont be home until after 4 – 4:30.»
3pm — the next day: I was in the waiting room of the drs office when I got a call from the tech. I explained the conversation I had the day before about not being home.
He told me that I was his last call and he didn’t know if ‘She’ (manager I’m guessing) would want him sitting around for 1 to 1.5 hours. Not my problem I said I explained the situation yesterday.
the technician said he would call his manager and then call me back.
Well guess what?
He didn’t call me back… when I got home there was a ‘SORRY WE MISSED YOU’ postit on the door.
What a poorly ran and poorly executed service call.
Please TELL all your friends how CRAPPY Sears service is in regards to actually showing up for an appointment.
I can appreciate someone being sick, but at least have enough professionalism to show up for the rescheduled appointment — especially when it was no fault of my own.

What a shame. I placed an order for in store pickup for a vacuum cleaner. They brought out the dented up nasty used floor model. And would only offer me a 10% discount, which was still more than the sale price I’ve seen it at before. So they said they’d send me a new one with free shipping. Then told me I owed $ 1.83. LSS, I was there for 1 ½ hours. In the time I was there, 7 people checked out, 6 needed manager assistance because something was screwed up. How the mighty have fallen

Just spent over 2 weeks trying to get acceptable customer service for a 2k purchase…
Purchased a mattress for my elderly parents from sears. After 3 months, the springs broke down on one side completely. Literally spent 2 weeks trying to get some support to either replace or refund… this «ordeal» finally ended today with the old «we can’t help you» response.
Rude, unhelpful and generally fraudulent in my opinion. Will never darken their doors again and I heartily suggest you rethink making major purchases from them as well. They simply do not honor their policies.

When you walk into the electronics department to buy a t. v the sales associated will treat you with respect. But you dare bring that product back to return it and that will soon change. I was talked into a t. v that I wasn’t sure about by a sales associate that assured me it was a great tv and a great buy. After getting it home and unboxing it I did not like the quality of the product and. After some research I found tht I had also paid too much. What to do? Return the it’s of course. After all I had just bought it. We’re Not talking about a high dollar item here either. A 240 dollar 19″ led television. When the salespeople seen me walking in with this box they immediately look at me like I am a homeless man about to ask them for change. When they asked me if it was defective I stated that it wasn’t. Because after all the product is probobly functioning just like it is intended to wether or not I think it’s good or not. I am told immediately that I will have to pay a 15% restocking fee. I explain my situation. Still they won’t budge. I have purchased big t. vs from this place. I am a card holder. I get my oil changes at this same location. They have made a lot of money from but will lose all future sales due to them charging me this 33.00 $ doesn’t seem worth it.
THE MORE YOU KNOW… if ever purchasing a electronic device from sears. Know that the competitors don’t all charge this fee. Also know that if your going to return a item be sure that it is in fact broken. Be creative. Yank the plug from the back of it. Drop it. Do whatever. Just make sure that it no longer works. You will walk away with a full refund and a smile!

This review is for the appliance section of Sears.
After leaving Home Depot empty handed and frustrated after trying to find the perfect fridge we came here. We have an odd size space for a fridge and we were starting to think that the fridge of our dreams didn’t exist. We wanted a stainless steel, french door, less than 34 ¾″ wide and 69 ½″ tall for under $ 1500.
The lady there (I wish I could remember her name) found our fridge in less time than it took for me to go to the bathroom. i came back ready to see my husband with a stack of catalogues looking through pages and pages of specifications, hope dwindling away… but no! He was standing at a cash register with a employee looking excited!
I went over cautiously, trying not to let my hopes up to high but alas, a fridge had been found! It was even on sale and under our budgeted amount!!! Woohoo!
We ordered it on a Sunday and scheduled delivery for Tuesday morning. We live in a tri-​story house and you have to go up a small fight of stairs right when you get in the door. My husband measured on Tuesday morning and discovered that the opening in the stairway was a tad to narrow. Oh no! He was about to basically destroy my house to make the opening big enough when thankfully the delivery guys arrived. They got it to fit in the house by taking off the doors to the fridge and going through the back door. They also took our old fridge down to our garage free of charge. The guys were friendly, fast and saved my entry way! Yay!
We’re definitely going to Sears once I convince my husband that we need a new stove too!

This is just like any other sears.
My husband and I bought our first home almost 2 years ago, and since then we’ve gotten multiple things at Sears.
So far the quality of everything I’ve bought has been good and I’ve been overall satisfied. I only ever get things that are on sale, and I always buy a waranty if one’s available.
My lawn mower that I bought from them in July 2009 just needed to be fixed, and it was easy enough to get it repaired. I dropped it off at the Florence location, they shipped it to the repair center in Cincinnati, and now it’s going to be ready for pickup tomorrow. They said it would probably be about 10 days to get it back, and it will be 10 days exactly tomorrow.
The service is excellent. Sales reps come to help everytime I walk in the door. I will continue to come here for household needs… everything else, not so much.