I am unhappy with Sears Services.  tried to send an email to customer relations about an order that was cancelled without my permission and it was a joke.  I feel that Sears doesn't care about resolving issues from customers

I tried calling customer relations on my cell and it didn't recognized any prompts I tried to select.  Sears doesn't care!!!  I did not feel like a valued customer but I finally got my issue resolved but it took a lot of phone calls to rude and incompetent customer service people.

I have always been a Sears customer and a K-mart customer in the past, but in the past few years shopping there has been a bad experience. On June 6th I stopped by the Sears in Keene, NH to purchase some plants, fertilizers and a Memory Card for my digital camera. They had hundreds of geraniums at good prices and a few packs of other annuals. The problem was that they were mostly half dead. They had not been cared for. To buy a half dead plant because it is cheap is no bargain. I wanted Composted Cow Manure, which I had seen at the Claremont store, but this one had none. I went to the Camera Dept. to see if they had the Memory Card I needed for my digital camera. There was no one there. The cabinet with such cards was behind the counter, so it was not possible to look at them. A woman finally came and had no idea about such items and would not allow me to look at the stock in the glass doord cabinet. I bought my refrigerator at this same store a few months ago. There was nothing but trouble in the delivery. The men who brought it spoke little english. All door measurements had already been provided to Sears, but they measured again, although didn't know how to do so. They stood on the door in assembling the refrigerator and marked it up. They needlessly broke my inside door and lock as they had no concept how to make such a delivery. It took many phone calls to various locations to get any satisfaction from Sears. I would never buy a large appliance from them again. The stores are like Ghost Towns with so few customers and I can see why. There were three cashiers chatting at the door as I left the store yesterday as they had nothing else to do. I have tried to buy toys at Sears, but they are more expensive than Walmart & K & B. It is indeed sad, as it was such a good place to shop in the past.

I totally agree with the remarks recently made.  The customer service people in our store in Frederick MD mostly speak spanish, so hard to understand.  And they could care less about listening to why you are dissatisfied!  I bought serveral items at Sears.  Some did not fit so I took them back.  I purchased my items with a gift card and cash, (more cash than gift card.)  Upon returning my item, they gave me a gift card!!!!  I also used more cash to pay...but they didn't care!  I was really upset and the cashier could of cared less....it was more important for her to get done with me!!!  I will NEVER shop SEARS again!!!!!!!!!!!!!!!

I have noticed also the quality of the plants is not good. No one seems to think the plants need to be watered. so I had to buy my flowers elsewhere. Sad,as the prices were better at Kmart.

I have always been a Sears customer, I guess it started when I started driving and needed insurance at the time Allstate was at Sears, I've been with Alstate for over 35 years and planning on leaving and I still do my shopping in the store, I guess I'm what you may call aa die-hard fan of Sears. But it's not the same for Kmart, it got alot to do with K-mart's pricing of store items. Therefore I barely go to K-mart for anything.

My husband ordered a saw online and had it shipped to the local store.  It took ONE MONTH to get his saw.  No apologies from Sears (except for the local store, but it was not their fault).  I would have thought Sears would have at least sent a coupon/gift card or something to make up for the huge inconvenience.  I will not order another thing from Sears if I can help it.

We were loyal Sears customers for over 30 year, but personel changed, policies changed.  It was almost impossible to get a Sears repairman to our section of Pa.  All of our appliances were from Sears, with Sears warranties.  Complaints went on deaf ears.  Finally after the Sears repairman missed two appointments in a row, we went to a competitor for a new appliance.  We also found a local repairman who services Kenmore products.

 Sears may be saving money by only sending repairmen out once a week, but they are loosing customers.  We buy clothes there, but anything that might need repairs, including appliances, electronics, power tools, etc. are bought at other stores.  

I love sears

I love the Craftman self propelled lawn mowers. I am on my seconf lawn mover from them, and plan next summer to upgrade to a more powerful one.

I have never had a shopping experience at Sears that was not enjoyable or acceptable. The Sears Grand store in my area is especially nice. 

I enjoy Sears. Some stores are more updated than others, but the products are good and the prices are pretty reasonable when on sale. I have a store near me in a struggling mall--one that is probably going to be redeveloped--and consequently, the selection isn't as significant as at other stores (and it needs the most updating). However, they seem to have a steady base of employees who do a great job and they make the experience very positive. I bought a washer and dryer there too and had a good experience.

Back in 1950,  I was 10 yrs old when my brother was born.    I went with my parents to our local SEARS store to buy his baby crib.

As my Dad was setting it up, it was damaged.    SEARS replaced that crib with another (of a much higher value.)    Wow, that was 58 YEARS ago, but I'll never forget that.

My Dad and husband have used Craftsman TOOLS for Decades now and have always been pleased with their quality.

However, what impresses me the most about SEARS is their dedication to our Military.     They are one of the best companies in America for support of benefits and rights of their employees that were members of the Guard and Reserve that have been deployed and outstanding support of all our Military members in uniform.

I purchased a Propelled key start lawn mower $299.00 MY GRASS IS BROWN thanks to the height adjustment not locking the wheels.  IT IS GOING BACK TO SEARS.. i paid a lot of money to get my lawn treated now i have to pay again

to have grass!... NO MORE SEARS PRODUCTS..... CHEAP

My experience is that Sears takes things back, no questions asked.  On larger merchandise such as refrigerators, and electronics, they come to fix them a few times and then we have insisted they replace them; they always have.

It is not that they are always Sears brand merchandise but other brands that we know and have had good luck with that we have come to trust.

I bought a black skirt and jacket at Sears for my job at a five-star resort.  Two weeks later I had to take both the skirt and jacket back.  The skirt zipper broke (no it was not tight on me; in fact I bought it a size too big because I am uncomfortable wearing skirts).  The jacket sleeves were literally coming apart.  I had to get the receipt back from my employer to exchange the product.  The cashier made me wait for almost twenty minutes for manager approval to exchange the clothes.  After washing the new jacket twice according to the instructions on the tag the sleeves were coming apart again.  The skirt faded after two washings where the skirt didn't even match the jacket.  I didn't take them back again.  I purchased my next suit at a different store. 

 

 

That stinks, CSKaggs29. What brand was it? I'll send your note to the apparel buyers.

Sears needs to deal with employees leaving on the sensors....

I'm glad you had a good experience.  I did not.  The Sears nearest me was FILTHY last time I was in there.  It was also disorganized.  And sadly I was in the unfortunately situation of needing the restroom while I was there.... it was disgusting.  I had ordered an item online, got confirmation that it was there waiting for me, went in and waited over 1/2 hour for pick-up.... only to be told they didn't have it.... and that's not the first time that happened.  Unless they make major changes, I won't be shopping there again.

I think this is an excellent point. My store is clean and I had a good experience, where another store has a bunch of different problems. I noticed with other major store chains there is a uniformity that Sears does not have. Take old navy for example; they have a guy side and a girl side. Every store is laid out basically the same. Targets all seem to be the same as well. Quality control is the point to be addressed with restrooms and facility cleanliness. It doesn't seem to be consistent although every Sears I have visited has been clean in that respect. My point is; it should not be allowed to differ from store to store. Compliance seems to be an issue.

I purchased a refrigerator 8/23 and was told the delivery would be 8/30, I called today 8/29 to confirm delivery appointment only to learn my refrigerator is going to be delay until 9/4.  The problem I have is no contact from Sears to let me know of the delay.  Both Best Buy and Home Depot offered earlier delivery compared to Sears but I gave Sears a chance because of the price.  My current frig is on the skids but because of the price I accepted a two day longer delivery.  Needless to say now I am in a pickle since Sears can not fullfill their promised delivery.  I tried calling customer service and received the classic run around.  Nothing like adding insult to injury.

 Sears is headed down a doomed path, so sad, so sad. 

 HEY SEARS ARE LISTENING?

I can understand where you are coming from MysteryFan.  I work for Sears Credit Services (the Sears Credit Cards) in Customer Service.  You wouldn't believe how many people call us complaining about Sears delivery.  My husband used to work for Sears in the TV dept.  He would do all the right things getting the products the customer was wanting only to have deliver screw up and tick off the customer.  Sears does not keep a lot of things in stock anymore and I think that is part of the problem.

ANd just to let you guys know, calling us (customer service for you credit card) won't help with problems like delivery or anything like that.  We have no control over the store.  Alll we can do is take your purchases and payments.  We are only the middle man.  If you have a problem with delivery or the store, you have to deal WITH THE STORE.

Granted, there ARE a lot of good stores out there and the majority of deliveries do go thru as planned.  Sears is still open becuz they still have a good reputation and has been around a LONG time.  Even if you go to another store, they will have their problems also.

SWRdRunner said…

Granted, there ARE a lot of good stores out there and the majority of deliveries do go thru as planned.  Sears is still open becuz they still have a good reputation and has been around a LONG time.  Even if you go to another store, they will have their problems also.

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ah the old we are no worse then anyone else defense excuses are always better then answers right? atleast other companys do more to appologise for their screwups

Well I have always had a good experience with Sears when it comes to their Optical Dept.  The manager there in Freehold, NJ is very friendly and competent and considers your time valuable.  I would highly recommend their Optical Services!  Remember if you are a AAA holder or AARP, they do offer discounts.

SWRdRunner said…

Granted, there ARE a lot of good stores out there and the majority of deliveries do go thru as planned.  Sears is still open becuz they still have a good reputation and has been around a LONG time.  Even if you go to another store, they will have their problems also.

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Wait a minute.... Sears actually gets some deliveries RIGHT? Please, enlighten me as to when those three occasions did indeed occur.

I have to say, Sears for me is more about the brands that it is about the store. Craftsman tools are about 100% of the reason I go to Sears, but we usually end up buying other items as well: last time I think it was patio furniture. The service is never remarkable in either direction, good or bad. For me, that's a pretty good experience.

My next day Kenmore fridge delivery got done right.

They came at the right time early in the morning.

They already had the fridge unpacked in the truck, done right.

The old fridge was removed and replaced by the new fridge right in the correct spot.

I had CLEARED A PATH to where the old fridge was and the new one was to be placed - done right.

They carried the old one out and the new one in with "straps", not scratching the floors or damaging any walls, even the one on the right of the kitchen.

Wow!

That's SIX rights...

None of the Sears stores in my area sell flowers...

I don't think an organization "optimizing" employee hours should sell "living" things that need constant attention.

The store I work at sells "plastic plants".

Those deals just need an occasional "dusting"...

:)

The digital memory cards were "locked up".

You're kidding?

I find that difficult to believe - if I hadn't seen it with my own eyes at Walgreens, RiteAid, Longs and a few other stores.

Of COURSE they're locked up!

The store I work at has been labeled a "high risk" store.

There ain't much that isn't locked up...

Including the keys to unlock the displays, that sometimes have lockable HOOKS inside.

LOL!

And, there's several warehouse locations that don't have many keys to allow them to be unlocked.

Even "security" don't have many keys no more.

Everything seems to be "shrinking...."

I'm sure the area Sales Associate(s) have the keys to the displays, or knows someone who does - like the MOD (Manager On Duty).