My complaint goes back 2 weeks. On November 24, 2007 I visited the Sears outlet at Cross county Mall, Yonkers, NY. The service rep was not at all proficient in the product I was intending to purchase (46 inch SONY LCD V3000). Late that day I met with the store manager to discuss the price match policy since Circuit City was offering it for a lower price. The Store Manager said that only if the product is in stock will they offer the price (This is not mentioned in Sears Price Match Policy). My family and I walked out of the store.

I continued to research the prices online and on December 5, I saw an online offer for KDL46V300 Sony and a Sony home theater Free with the purchase. I also read online that if I use my sears card I will get a mail in rebate of 10%. So I call the sears store at Cross County. The next 30mins of the call was the most awful experience I ever I had with a company that claims to be a Fortune 500.

My first call was to the service line 914-377-2100 where I spoke with Aaron (no last name since they are not authorized to do so), employee ID 14703. He explained to me that the offer was online and that he could help me place the order. Unfortunate it was middle of a work day and had to request him to assist me alter when I call. That's exactly what I did. At appx 2pm I called Aaron once again but this time the service rep (SR) informed me that there is no such person. The SR transfers the call to the electronics section at Cross county Sears. There I spoke with Mr. Tapley (no last name again). I will say with much confidence that he was the RUDEST person I have come across at Sears. He first informs me that when I called 914-377-2100 I was talking with a call service agent and that they are not Sears employees. Next he tells me that the offer is in-store only and after that he tell me that I cannot avail of the 10% Cash back mail in rebate since I am opting for the Home theater system. There was not an ounce of politeness in his conversation. I felt I had called a store manager at a Dollar-Store. After all of this I decided I needed more respect.

I called the sears 1-800 # and spoke with a complaint agent Stephanie (no last name) at 3:39pm on 12/5/07. After a 15 min conversation, she transfers the call to Ms. Tina (no last name and no department location). I spoke with Tina for another 15 mins and she explained that Juan (no last name, ID/Extension # 63753) at sears.com will assist me with the order. Juan informed me that I could purchase the TV online and that I was eligible for the Home Theater and the 10% CB mail in rebate. I informed him that I will place the order later that evening since I was at work.

Later that evening my wife and I logged into the site and placed an order for the TV and the home theater sys. We were quiet excited with the prospect of owning a 46" Sony LCD as is evident from the fact that we have been researching for a good deal since late November, 2007. Only if Sears could stop disappointing us.

Today in the morning my wife receives an email from sears.com (mail attached below) that one or more of the item(s) in our order were not in stock. They cancelled the order.

How is it that a firm known for it service integrity is unable to service customers and seems to do it's best to keep disappointing them every step of the way. My family has been making a lot of purchases from sears as is evident from the reward points. I must also state that your firm employs Service reps untrained to provide service. Some of my colleagues are now aware of the "service I have received" and this is definitely not helping the firm's reputation.

In the last 2 days I have seem to have analyzed the strategy Sears uses for its "grant a wish" offers. Here goes- Sears's offers a Sony TV and a Home theater sys (FREE) along with a 10% CB or no interest until 2010. However to get this offer you have to fight you way through rude and obnoxious sales reps. Then you are told that the Sony home theater sys is replaced by a Samsung sys (worth half of what is being advertised, 399 v/s 699). Nonetheless you place an order. The next day sears email informs you that the TV is out of stock (it was in-stock when you placed the order the previous evening). Finally, the winner: SEARS

Let me conclude by saying that I am glad I could use this email as a source of resounding my frustration but if sears has a heart (so it claims) I will hear from some senior representative at the earliest and help resolve this issue. After all Sears does "GRANT A WISH THIS HOLIDAY SEASON."

Hello, I am new to Sears and for my first major purchase the experience was horrible. I need a new stove and had been watching the prices for weeks. I finally decided to go with sears because out of all the retailers they seemed to have the best price.

On Black Friday Morning I had my mother call sears to see if her sears card was still activated. They told her no. That being said we went to apply for one online. After we were approved I then proceeded to purchase the stove I wanted online, however when it came time to put in a credit card # I didn't have one to enter because I didn't get one after the initial approval online. I figured it was a mishap, and proceeded to go to the store to purchase my stove, and now a TV I was interested in.

When I got to the store to purchase my stove on black Friday. I was in NY and Live in MS and for some reason the sales associate had trouble placing my order and shipping it to another state. So I went home with no stove and no TV. I figured by now I would have received an email with my card information in it, however I didn't. That ends Friday.

On Saturday I tried again online and still I didn't receive an email so then I called the credit card company. They then told me that because I applied for a card online that I had to wait 7-10 business days for the card to arrive. At this point that wasn't an option because the sale price for the stove was going to expire on Saturday at midnight.

After talking to the credit division I decided to try my luck at another store. The associate advised me that since I needed the stove in a hurry my mom could do a rapid line of credit. This was a great idea, however during that process he was advised to call the sears credit division. When he called they told him my mom already had an account with them. This was very odd, since she just called Friday and was told they had no account information about her.

To make a long story short they told her she had to still wait 7-10 business days and we were not able to make the purchase. That's not the end.

Being very upset with this whole ordeal I called the presidents office to log my complaint. Upon calling I was directed to Sophia in the executive complaint department. Not only was Sophia RUDE but she basically insinuated that this was completely my fault. It was so bad that I had to hang up before I started to curse, because of her rude remarks. For example, she asked me if I understood hat she was saying I said I Hear you, I don't agree with you but I Hear you. And she responded I didn't ask if you agreed with me I asked if you understood me. I said I never said I didn't, however I don't agree with you. I was never rude to her, I tried no to take my frustrations out on her and she was just rude. Her comments were rude as well as her tone!!!!! If this is what you get at executive customer service, I feel sorry for the company as a whole.

This is my first experience with sears and this will be my last. I was going to wait for the card to arrive and then purchase the stove, but I will not in any way purchase anything from sears again. I usually buy most of my electronics from best buy and I will continue to do so. At least there I feel like a valued customer, I have never been disrespected by anyone in their store or online.

Not only am I through buying from sears, but I will be sure to post my complaint on every message board about how HORRIBLE sears customer service is!!!

Sincerely,
Aminah McKinnie

I have received several coupons in the mail/newspaper ads toward a certain purchase. When I go to the store to redeem them, cashier says that they are not good at this store (in our area) - but coupon says nothing of the sort. I believe they just want to get people into their stores to shop - once we find items we want - we are going to purchase them if our coupon is valid or not. This is not right!!!

It took 10 days to get a scheduled service appointment. I was given a 4 hour window, when technician was to arrive. Technician never came though I missed work to wait. I phoned 45 minutes before the 4 hours was up and I was told he would still be coming. When they finally told me at 6pm that the technician would not be coming, they said I would have to reschedule but would have to go to the bottom of the list and wait an additional 10 days.I contacted their executive offices to complain. They contacted me the following day and told me that it would now be 12 more days before I could get another appointment. Their big concession was to put me on their wait list, which I had also been on the previous 10 days while holding an appointment, though I never got a call. I e-mailed the CEO, in addition to having spoken to customer service with no remedy except that stated above. Sears customer service is deplorable. Apparently, the Sears corporation has gotten too big to care about treating their customers fairly and showed me complete disregard. Upper management made no attempt to right the wrong. In fact, when I asked to speak with a supervisor, my requests were denied and I was told "they would tell me the same thing." If you are considering future repairs and customer service when buying from Sears, I would definitely recommend you shop elsewhere.

I bought a new Kenmore water heater from Sears earlier this month and wish I had never done so!

It took Sears 2 weeks to even get a technician to my rental home to give me an estimate ($50 . . . not free). Two days after installation (which took place @ 8 pm PT), we had no hot water.
It took 2-3 hours on the phone to even get a service tech to the home.

Sears only has 1-800 numbers (Depts like Installation, Resolution, Sales, Service, Dispatch, National Customer Service), and only clerks man those phones. Almost all I talked to were rude, had no authority to do anything, disconnected me, or transferred me and basically treated me like a leper. No one would transfer me to a supervisor or manager -- just the same 1-800 numbers w/ the same incompetent, rude reps over and over. There was only one person that finally helped.

Five days after the tech "repaired" the unit, we have no hot water today. It took me 2-3 hours on the phone just now . . . they said no service tech available until Monday. Today is Saturday, my tenants are over 75 years old, and they have no hot water. I just called the Sears Corp Office and got their voice mail w/ a wrong referral number for Customer Service. Their National Customer Service hotline disconnected me after I was on hold for 20 minutes.

I am planning to return the water heater and get all my money back . . . even if I have to go to Small Claims to do it. I will never buy anything -- not even a pencil -- from Sears! And I will tell all my friends and acquaintenances (and anyone else I meet) that Sears is a fraudalent company that doesn't even know how to spell "customer" let alone service them . . .