On Saturday 12/18 we had a washer/dryer unit delivered and installed (ordered online). We paid for installation and removal of old unit (see confirmation pasted at the end of the message). The delivery team said that they were not responsible for removing the old unit and that the installer would. However, when the installer arrived, he said that he could not (he was alone) and that delivery would have to come back to do so.

At 8:39 AM, I called number sent in the confirmation email and spoke to Ms. Windsor (ID 25201) who barely spoke English and told me that she would leave a voice mail for delivery driver to call us back. They never did. I called back and spoke with a rep who would not give us her name. The rep told me to hold on while she found someone who spoke English.

I was put on with another rep (although it sounded like the same woman) and was told that there was no record of us paying for haul away. I pointed out that this was not rue because we had the confirmation email AND Delivery Team and Installer knew they were supposed to remove the machine. I was told again that there was no record and then, mysteriously, the line went dead.

At this point I asked the installer to call and explain what was going on to his department. He instructed me to call the installers to tell them that he could not remove the old unit and someone would have to be sent out Saturday afternoon to pick it up. I did, and left a message. No one called back.

I was tweetingand posting on the Sears Facebook page hoping to get some help and direction. Incidentally, I initially commented 4 times explaining what was happening before anyone responded. My 3 follow-up comments were deleted and I was told they were considered repetitive, spam or pornographic. See my comments in the image below.

I took a break and a nap because I had been up since 7:45AM waiting for the delivery. When I awoke, I called Sears customer service at 1:15 pm and was transferred Delivery again speaking to Sophia (ID 929117) who told me that I had to speak with Customer Service. When I tried to explain that customer service just transferred me to Delivery, Sophia replied that I had to speak with CS and proceeded to transfer me. Again, the line went dead.

Finally, I called CS again and tried to get a resolution. She spoke to Brittany who was VERY nice and listened while I explained what was going on. Brittany called Delivery and they told her that there was no record of us paying to haul away the old unit. Brittany explained that that was not true as she was looking at the confirmation (same conversation that I had with Delivery earlier). And then they hung up on her! She came back on the phone upset and relayed her disbelief that Delivery hung up on her. (She noted this on our account and told us to give the order number when I spoke with someone again).

She called Delivery back and they told her that no one could come pick up my old unit until Tuesday or Wednesday. She explained this to my me I I told her that there was NO WAY that we could wait that long. At this point the old unit was sitting in my Living Room. I also explained that we paid to have the unit removed Saturday not Wednesday.

She went back to Delivery and told them this and they said no one could come back out at all. At this point my I told her to arrange to have someone come pick up the new machine and that we wanted full refund. When she told this to delivery, they said that would send someone out tomorrow (Sunday) at which point Brittany said, “if you can send someone to pick the new machine up tomorrow, why can’t you send someone to pick up the old one?” which was exactly my question. She arranged to have the machine picked up and went back to tweeting and writing about this experience on Facebook.

And as if this wasn’t enough.

Earlier that day, I put a load in the washing machine to test the new unit. When it got to the spin cycle, the machine shook so hard it bounced out of our laundry closet- straight through the door. Apparently, the installer did not check for balance. We did not investigate further because we eventually decided to send the machine back and to end out business relationship with Sears.

Then Sunday morning, the delivery team came and told us that they could remove the old unit. We decided to keep the new washer allow them remove the old one.

We began doing laundry only again after my husband adjusted the balance and we were happy to have the old unit out of our living room. But the machine vibrated and rattled uncontrollably. When he investigated he noticed that the installer had not removed the foam or shipping brackets from beneath the machine. not only did he forget these, but because we ran the machine his half-assed installation could have damaged the drum.

So we paid to have the machine installed and ultimately, the installed did not do his job fully.

We paid to have the old unit removed and they did not until we threatened to send the new one back.

And for $1800 we had nothing but stress and headache. As you can imagine we are extremely angry and disappointed. We e will NEVER by merchandise from Sears again. And I am not the only person having these problems with sears. Their Facebook page is filled with similar complaints and stories.

The @Sears drama continues. After all the crap we went through with delivery and installation, the dryer does not dry the clothes. Called for a service appointment and was scheduled for today between 8-12. No one showed up. Called and was told the appointment was for next week despite the fact that I verified and was told the appointment was today. So we are officially done! Scheduled uninstall and removal. Filed yet another complaint with BBB. And am thinking that there are enough people pissed off for a class action lawsuit!

I bought a Sealy mattress from Sears in November. The mattress they delivered was much harder than the one in the store. I went to the store to exchange it and the sales person indicated that the one on the floor was eight months old so that is why it probably felt softer. I picked out another mattress that was softer and according to the sales person $75 cheaper. I was told I would receive a refund. When I called to arrange delivery I was told that the new mattress was the same price. The second mattress was delivered and again it felt different than the one in the store. The padding seemed thinner and less dense and there was an indention in the middle. When lying down on the mattress I sink down to the springs which are unyielding. I went back to Sears and tried to explain the problem to a basically mute sales person and she said go ahead and pick out a different mattress. I picked out a higher priced mattress from Simmons. When I called the delivery department they said they would call back. When they did they indicated there was only one exchange allowed, not one per 30 days.

I am now stuck with an uncomfortable mattress which I paid too much for.

Purcahsed 4 items on 11/25/10 online at Sears.com with my Sears credit card. Approximate ship dates were provided for pick up at local store. One item was picked up that week. The next 2 items were to be picked up on 12/2, but only one was the right item. On 12/9 I received an email to pick up the correct one. The final item was to arrive Dec 23-25, and was still not in as of Dec 27th. I received a statement from Sears approximately 12/22 with all purchased items billed on the day the order was processed 11/26/10. Since I did not receive the one item I contacted the customer service number on the bill to find out why they billed without an confirmation of shipping. Citibank refused to do anything for me until I contacted Sears. I called the customer service number on the internet site only to find out they ALWAYS bill this way and that "everyone does". I pointed out to the rep that she obviously does not order online. She then admitted she does not even own her own computer. The last item I was looking for was STILL in transit. Bad billing practices. I buy online alot and have only been billed upon shipping.

I am a former Sears employee. I was originally hired on to be a seasonal employee but was told that I would most likely be kept on. During the time that I worked for sears, I realized that even if I was asked to stay as a regular employee I wouldn't have done so. The job itself was tolerable, not physically demanding, but very mentally exhausting, the people I worked with were okay for the most part, and even the customers were tolerable. However, the manager of the department that I worked in was absolutely terrible! Now I know that most people will sound off about an employee because they don't like that person or for other reasons...mine is simply because I used to be a sales manager/training manager for a fortune 500 company and I know the necessary skills it takes to be a leader/manager. This woman did the exact opposite of everything that she should have done. For instance, it's a cardinal rule of being a leader/manager of ANY kind that you should be constantly communicating with your employees to make sure that everyone is on the same page...this woman would randomly disappear for large periods of time and about 99% of the time, she never told anyone where she was going. I came to find out that some of that time she was doing things like shopping on the clock, socializing with people from other departments, talking to friends/former employees that came into the store, etc. Some of the time that she randomly vanished she was doing things like making a schedule, checking in an order that needed to be brought up to the department, making signs, etc...the biggest problem I had with all of that (besides the fact that it's unprofessional and lazy) is that she DID NOT communicate with us! It's not that hard as a manager to say "hey, I'm going to _____, if you need me, page me." This became more of a problem as it got closer to christmas and we were constantly busy. Her lack of communication was also the main cause of some customer complaints: the department I worked in (fine jewelry) only allows employees that have been put through the necessary security background checks to enter the department...meaning that if she disappeared and there was only one person working up there, we couldn't just ask anyone to come in and help. Customers were regularly irritated for having to wait an extended period of time because she would just run off, and the employees were the ones who were blamed. There was even a time that she disappeared without telling anyone where she was going (which in this particular case ended up being to lunch), meanwhile she told myself and the other girl working that night that we had to take our lunches before a certain time. So, since we didn't know where she was (cause she never told us) we went ahead and took our lunches one at a time so that the department was never left without someone there to wait on the customers. I was the first of the two of us to take our lunch...while I was on lunch, the dept got busy, my manager got yelled at because there weren't enough people up there, and who got blamed?? Me. Why? because I supposedly left the other girl by herself while the manager was on lunch...yet, if the manager had told me she was going to lunch, I would have waited until she returned...yet again, lack of communication.
On top of that, this manager carries a serious attitude while she's at work. Meaning if she's upset about something, or mad at someone, she takes it out on her employees by giving them the cold shoulder, having no common courtesy, and pretty much ignoring them. She also dictated to us employees all sorts of things to do while she would purposely avoid dealing with customers.

So when the news finally came that I wasn't going to be kept on after the holidays, I flat out told my manager that I wasn't upset. (this was because of her actions as a manager, or lack thereof.)

All in all...a terrible manager. In my personal opinion, this woman should be fired for her lack of professionalism, her terrible manners, and her bad ethics. My advice? Don't ever work for sears.

I vented a complaint a couple of days ago about a stupid toaster oven which I stupidly purchesed online at the end of November 2010 from Sears. I've been calling them and emailing them for information on my order since December 6 without results. After I wrote my complaint on this site I emailed to every Sears email account available to me at customer service and also to Sears headquarters. I've received no replys and my stupid toaster oven is still out there God-knows-where. It's been a month already! I'm out of my money, there is no one at SEARS to help me out, the person I ordered the toaster oven for totally frustrated and has given up waiting, and my nerves are raw. I have been making purchases online since 1996. I've shopped huge retail names, I've shopped un-known merchandisers, I've shopped small mom-and-pops sites and I have never ever experienced any problems. All of the items I have ever ordered came on time as promissed. If anything arrived to me damaged or less than what I expected I was able to return it immediately, without any problems, and my money was refunded promptly. My online shopping experiences have always been a joy ... UNTIL MY SEARS EXPERIENCE. To add salt to a wound, Sears customer service is clueless and no one answeres questions or concerns. I've been trying to stay calm and collected but I feel as if I'm dealing with a bunch of robots...no feelings, no concerns, programmed to speak in foreign tongues, programmed to read from script, programmed to do nothing! In one short month I have grown to despise Sears and swear to never have anything to do with them or their products again for as long as I shall live. I still have to deal with them to the point at which I someday receive my order or my money back, and I know that will be a long, gruelling ordeal but the second my problem is resolved Sears is dead, kaput, gone up in smoke, out of business, no longer a part of my life or the life of anyone in my family. My family members have all taken their Sears cards and shredded them. My Mom needs new appliances in January, she has shredded her Sears card and will be shopping Home Depot or Lowes. My daughter purchased Christmas gifts at Sears and has returned them and shredded her Sears card. She went to Macy's instead and got the best sale prices I have seen in a long time. I personally took anything I had in my house from Sears to the Goodwill center. Luckily the previous owner of my house didn't have any appliances from Sears or I'd have to gut my kitchen. The only thing I have left is an old garage door opener that isn't working and that will most happily be replaced with one from Home Depot or Lowes. Have a great life Sears!