One week ago we got a new Sears refrigerator. After they installed it, we found out the ice maker did not work!

Okay, "stuff happens." I'll keep this short and sweet, Sears repair service department stinks big time. They are not helpful, they give you the run around and when they do schedule someone to come out they don't show up and they do not have the courtesy to call they were not coming. We waited all day and evening no repair person. I will never ever recommend nor buy any Sears appliance. They are not reliable. Buyer beware.

To Whom It May Concern:
My fiancé and I are Completely Dissatisfied with your company. After being loyal customers of yours for years, we have decided after purchasing a bed set from Sears, that we will NO LONGER order anything else from here on out. This all began over two months ago when my fiancé and I purchased what we thought was a good deal on a bed set, especially with the rebate. Once delivered, the delivery guys broke our ceiling lamp while trying to carry our box spring up our staircase. We did not report it to any customer service representatives, because we realize that sometimes accidents happen. After being informed that our box spring was too large to get upstairs, we were told that it would be an "even exchange" for a split box spring and that the delivery guys would call it in. After a week went by and we heard nothing, I contacted Sears customer service and the woman behind the line told me she would get back with me about the issue. After waiting another couple of weeks, I received an automated voicemail saying that I had to go into the Sears store so they could re-ring our order up, but that it would still be an "even exchange”. So, my fiancé and I went into Sears, explained this mess and the salesperson re-rang our order up telling us that it would cost us double the amount for a split box spring. This was the first time that anyone had mentioned this. Then, they had to cancel our order to re-ring it up, which also cancelled our rebate. So instead of basically paying $650 dollars for a bed and box spring, we paid $650 for one mattress.
After complaining about this to my mom, she decided that she would just purchase the split box spring and a frame for us since we just bought a new house and were under enough stress. When I asked her where she ordered it from, she dreadfully told me ‘Sears’ and assured me that it would be fine.
After scheduling the delivery date for Saturday and receiving a call that it had to be pushed back to Sunday, my fiancé and I were annoyed, but like I said we get that shit happens. So today, nearly 2 months after purchasing our ‘bed set’ from Sears, the delivery guys managed to bring in the new split box spring and a beat up Sear’s box with our frame in it. Upon opening the box with our new frame, we realized there were only 2 wheels in the beat up box for a frame that requires 6 wheels. Again, we called the delivery guys and they said that they would report it. Did we believe them? No. So, we also called customer service shortly after who said that it would take 7-10 business days to exchange the frame. When asking if we could just go to Sears and pick up 4 the wheels that were carelessly left out of our box, the customer service representative repeated that it would be 7-10 days to do the exchange. Like you, we work during the day and cannot set aside a 2 hour window for a new frame to be delivered and exchanged to our house.
$1, 000 later and only a mattress to show for it, we are extremely dissatisfied. Because of this horrible experience, my fiancé and I have now decided that we will not register for our wedding at Sears, buy any appliances for our new home at Sears or recommend any of our friends or family to purchase from Sears.
While I am in a similar line of work that you are in, I understand the importance of pleasing the customer and how negative buzz about your business truly affects it. I expect you to take care of this immediately, but I won’t be surprised if my voice isn’t heard by any of the robotic customer service representatives that I have spoken to so far. This experience has been handled so poorly that you have left me no other option then to put this on the social networks and inform others of this terrible experience.
Regretfully,
Michelle Becker

My satisfaction with the contractor A&E technician that Sears sent was good (4 out of 5 stars). However, my experience with Sears Customer Service was beyond a nightmare. Sears has completely lost a customer, plus my family members. I will never go to buy one product or request a service from them.

I had a water heater repair on 01/05/11. After the repair, it broke down on 1/27/11. I called Sears again at 8am and made an appt. for 1/27/11 between 1-5pm for an emergency water heater repair, which by the way took 3 Sears reps on the phone to set the appt. No one called, left a message, or showed up that day. I call Sears again the next day 1/28/11 and a Sears rep tells me there was no appt. set up! I then ask to have a repair done that day 1/28/11 since it was a mistake Sears made. After speaking with literally 9 Sears reps, including a supervisor who said would call me back, but never did, got no where. It was completely exhausting because everytime they passed me onto a new rep, I had to explain the whole story over. Finally, I gave up & an appt for the next day 1/29/11 was made. A tech was suppose to show up between 8am-12noon. Past 12noon, no one showed, and I called Sears to see when they were coming. The Sears rep said after 12! Real specific! (sarcasm). Is it at 5pm?! 8pm?! 10 pm?! Because they're all after 12! They told me they would put in a request to the Tech to call me to let me know around what time they would be arriving. No one called again! The Tech came past 3. I was scheduled to work that day, but I couldn't go in. I couldn't even run errands.

1/4/2010


To Whom It May Concern:

As a former loyal Sears customer, I would like to express my disappointment in the service I recently received by your company over the past month. On the morning of 12/4/2010 I had a flat tire, because I had originally purchased the tires from Sears I decided to take my car to the Sears Auto Center located at 2300 Tyrone Blvd. N. St. Petersburg, FL 33710. I spoke with the sales associate and told him about my tire and requested that the problem be fixed and my car serviced (oil change and standard fluids). He told me that they would check out the issue and get back to me via cell phone as to the problem.

I left my car at your Auto Center for well over 4 hours, ample time for the technician to address my issue and service my vehicle (oil change and standard fluids). When I returned I was informed that the issue was a nail puncture and that they removed it and patched the tire.

Later that evening I noticed that the tire that was patched, the front passenger side tire, was flat again. The next morning I took my car back to the same Sears so that your business could rectify the problem immediately. I originally brought my car to Sears on the 4th because I had a long period of time that I could leave it but on the 5th I was extremely pressed for time. After extolling my frustration about having to return the second day, the associate assured me that my car would be diagnosed and ready to go in 30 minutes. I left my car and went to grab a quick breakfast.

When I returned 30 minutes later my car was not finished. The technician did not call me even though he had my cell phone number to tell me that it was going to take longer than 30 minutes nor did he call me to let me know the real issue was with my tire.

The issue was not a nail at all; in fact it was that the tire was cracking. The technician explained that it was a factory defect and was partially covered under warranty, and that they had a new tire and could replace it for $80. With reluctance I agreed to the new tire and had to wait another 45 minutes to have a new tire installed, this process could’ve been started earlier if the associate just would’ve of called me while I was at breakfast rather than waiting for me to come back. As I drove away from the service center my washer fluid light came on which was supposed to be taken care of when I paid for the oil change and fluid services the previous day.

On Monday the 13th I drove from my home to work (approximately 35 miles). When I arrived at work I could hear air leaving my tire. I took my tire to the Sears Auto Center located nearest to my work at 599 Westshore Plaza, Tampa, Florida, hoping for better service than I had received at the Tyrone Mall location.

I informed the technician about my previous experience at Tyrone and what I was experiencing now with my tire. I asked him to remove all of the tires and check them for any cracks, defects, or punctures. I also asked him to top the washer fluid off since the other Sears Auto Center hadn’t done so. He assured me that the job would be done promptly and they would contact me when they had discovered what the problem was.

I had returned to work and after 2 ½ hours later I called the technician back. He said that they didn’t find anything with the tire or any of my tires. He told me that they took all of my tires off and put them in the dunk tank and nothing was wrong with them. I asked him to please check again because I could distinctly hear the unmistakable sound of air hissing from my tire.

He got back to me 3 hours later and said that nothing was wrong with the tires. I picked up my car and when I returned to work I noticed that my washer fluid light was still on and that I could still hear the tire hissing. When I left work that same evening, sure enough, my tire was flat again after being at your service center just hours before and the technician telling me there was nothing wrong with my tires. I had to pump my tire up and I took it to my local Toyota dealership. Both technicians there immediately heard the hissing from several feet away and took my vehicle.

The Toyota dealership called me the next day and told me that the tire would need to be replaced because there was excessive cracking. The tires that I had on my car were Goodyear tires exclusively sold at Sears. I called the Sears Auto Center that I took the car to the third time. I explained to the gentleman on the phone about my saga and how I needed a new tire. He did not apologize for the lack of customer service that I received from his store and proceeded to tell me that ordering the new tire would take a week and offered very little sympathy for my situation. I then called Goodyear directly to see if I could purchase a tire from them and they told me that only Sears could sell me that tire.

After becoming beyond frustrated I called the Toyota dealership back to see if I could just deal with them since Sears obviously did not want my business. After a deeper examination of my tires the dealership found that all three of my tires had cracks in them (see pictures attached). The technician told me that I would need to replace all of the tires.

I was also informed that if the Sears Auto Center took all of my tires off and examined them like they had claimed they would have noticed it right away. I am not only astonished by the service, lack of knowledge, and shear incompetency of the Sears technicians. It is apparent that honesty, fair business practices, and my safety is not a concern for Sears Auto Centers. In an effort to right this situation, I expect to be refunded for my brand new tire that I had to buy from the Sears at the Tyrone Mall. I would also like a formal apology for all of my time, frustration and money that I had to spend that shouldn’t have happened if the technicians would have done their job adequately.


I have always been a loyal customer and I never thought I would have to go through such an ordeal over tires and especially not with Sears. Please right the situation at hand.

Attached you will find the three receipts from the three different times I had to go to Sears. I have also included the information from the dealership on their findings.

I get a response from Sears auto center and they refund my tire. However, i mailed the letter with attached pictures the same day that i posted this on a comments page for Sears.

so then an email chain develops with me and a sear blue ribbon customer service guy who sucked. Sorry its long but please please do not buy anything from them


And we Thank You for being an absolutely wonderful customer and accepting the offered concession. Thank You for your loyalty to our company and you have a wonderful day as well.


Thank you,

Jacquese Calvert

Blue Ribbon Service Case Manager

888-266-4043 Ext 12


________________________________

Sent: Tue 2/1/2011 1:59 PM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326


You also had my cell phone that you chose not to utilize. I really do not want to get into ethical debate with you or your company. Or discuss morality or safety for customers. Thank you for hard work on the gift card. I really do appreciate the efforts you have taken to ensure that I will continue to shop at Sears. I hope you have an absolutley wonderful day.

Take care and best of luck as an executive case manager.

________________________________

From: Blueribbonservice2 <[email protected]>
Sent: Tue, February 1, 2011 1:45:44 PM
Subject: RE: Sears Case 3464326


I have provided you my contact information so that you are able to contact me at your convenience, it would not be ethical for me to contact you on your work phone with personal business and again I do apologize. We will process the gift card and it will be shipped to you ground mail within 7-10 business days, we will also provide you with a follow up call/e-mail to ensure that the gift card is received. If you have any additional questions or would like to speak with me further please contact me at your earliest convenience using the contact information below. We sincerely apologize for the inconvenience suffered and thank you for your business and feedback.


Thank You For Choosing Sears,

Jacquese Calvert

Blue Ribbon Service

Executive Case Manager Specialist

Sears Holdings Corporation

Phone: 888-266-4043 Ext. 12

Schedule: Monday - Friday 9am to 6pm

Email: [email protected]


________________________________

Sent: Mon 1/31/2011 3:23 PM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326


You have my phone number to call me. You never called me. Send me the $50.00. I guess that is what you feel is sufficient for everything that you caused me including not taking my safety seriously. I will make sure that when I do my promo for the Toyota Dealership and how well they took care of me, I'll be sure to mention the wondeful gift card.


Thank you for effort, time and overall service.


Sincerely,


- a loyal sears customer.

________________________________

From: Blueribbonservice2 <[email protected]>
Sent: Mon, January 31, 2011 3:57:35 PM
Subject: RE: Sears Case 3464326


I have checked the letter that you have sent to our company and it does not say that you were refunded, it does state, and I quote "I have always been a loyal customer and I never thought I would have to go through such an ordeal over tires and especially not with Sears. Please right the situation at hand" which led me to believe that you had not been refunded and needed further assistance addressing your concern. We appreciate you taking the time out to provide this feedback and it has been forwarded to the appropriate channels, I do understand that you will no longer visit our Auto Center however I would like to know if you would continue shopping Sears Retail. We would be more then happy to provide you with a $50.00 gift card if you would like to continue shopping with our company.


Thank You,


Jacquese Calvert

Blue Ribbon Service

Executive Case Manager Specialist

Sears Holdings Corporation

Phone: 888-266-4043 Ext. 12

Schedule: Monday - Friday 9am to 6pm

Email: [email protected]

________________________________

Sent: Mon 1/31/2011 10:57 AM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326


Jacquese,


You are furthering my view that Sears is an inept and incompetent organization. If you check your records, I have already been issued a refund for the tire. The point of the letter wasn't to get a refund, I expected that getting my money back was the least that you were going to do. Instead the point of the letter was more to let you know the ordeal that I had to endure with your company which resulted in the refund of my tire, a lost sale for you, wasted time for me, and severed customer loyalty.


________________________________

From: Blueribbonservice2 <[email protected]>
Sent: Mon, January 31, 2011 11:25:13 AM
Subject: RE: Sears Case 3464326

I have reviewed your letter and it is my understanding that you are requesting a $80.00 refund for a tire that was replaced due to a manufactures defect, am I correct in my assumption? If I am not please briefly explain your concern so that I am able to address it accordingly.


Thank You,

Jacquese Calvert

Blue Ribbon Service

Executive Case Manager Specialist

Sears Holdings Corporation

Phone: 888-266-4043 Ext. 12

Schedule: Monday - Friday 9am to 6pm

Email: [email protected]

<mailto:[email protected]>

________________________________


Sent: Thu 1/27/2011 1:00 PM
To: Blueribbonservice2
Subject: Re: Sears Case 3464326


from 9-5 you can reach me at 813.288.1800 ext. 222. after that you can try my cell phone 727-688-6037.


________________________________

From: Blueribbonservice2 <[email protected]>

Sent: Thu, January 27, 2011 1:36:01 PM
Subject: Sears Case 3464326


Thank You for writing in regards to your recent concern with our Auto Center. I would like to speak with you regarding your concern however I do not having a working home phone number on file. Please contact me at your earliest convenience so that I am able to assist you additionally, I look forward to speaking with you.

Thank You,

Jacquese Calvert

Blue Ribbon Service

Executive Case Manager Specialist

Sears Holdings Corporation

Phone: 888-266-4043 Ext. 12

Schedule: Monday - Friday 9am to 6pm

Email: [email protected]

New microwave needed to be repaired. First appointment, repair man needed to order a part to replace. Waited two weeks, and repair man came and asked if we had received the replacement part. Being that we did not have it. The next appointment will take place hopefully in another week. The problem is that there is nothing that you can do to speed up the process and you are at their mercy. If this is the type of service that Sears continues to provide, I will not be purchasing any significant appliances from Sears that would in the future needs to be repaired. Very poor service provider.