Customer Service Scoreboard
Very difficult to reach a customer service representative by referencing internet.
8006595917, ext6,1,4 sells a medical device.
8004795899 helps with mattress orders.
8004881222 goes to medical nurse.
8006973277 about warranties.
Not able to find a toll telephone number for a live person to discuss technical assistance.
Sears service is so poor. I had an appointment for duct cleaning and the appointment was confirmed by the technician that morning for 1-3 pm. Guess what? I waited till 3:00 pm and then called sears, I was told the technician is busy with his first appointment and he be coming to you around 4:30 pm. However, there was in fact, no call and no show. I called Sears again and they couldn't reach the technician either.
I spent 8k in February of this year for a brand new air conditioner/ furnace unit. Now that it's hot the AC is not working and every time I call sears I get transferred 6-8 times before they send me a link saying a technician is on his way. Two days straight, no technician and no follow up call. My family is miserable in these high Temps and even higher humidity. I even tried contacting the sears billing department listed on their website- the number is no longer in service. I'm beyond frustrated.
Paid for Sears Home Services at the time of the service. Just received a bill for the cost of the service again. Tried calling 7 different numbers and online addresses and it was IMPOSSIBLE to get into contact with a human being. None of the recorded options were useful as well as the online addresses were useless! I will never use Seats for anything!
Said part in stock. Not in stock. Didn't tell me. I found out my checking my order after several days of no contact. Started submitting cancel order requests 3 days after original order. 9 days later still no refund. Now they are saying refund in ANOTHER six days. ?? Other sites refund orders that can't be fulfilled within 12 hours. Don't have my $300 back yet for a part that was never in stock. Not sure if I will ever get my $$ back.
Setting up apptmt a hassle, canceling nearly impossible. Of course they need your card # to process your initial apptmt, but when twice in succession they never show, never call, never text, they don't send a credit to your account to comp you for the valuable time you have twice wasted waiting for them to come. The ultimate indignity is NOT being able to cancel online, but having to wade through numerous teleprompts to reach an illiterate genius who takes more than 1/2 hour to generate a 15-digit cancellation # for your original apptmt.
I never bother to review business services, but this has me so irked that I have to warn ALL CONSUMERS - CAVEAT EMPTOR.
After Sears Appliance Repair not showing twice, we defaulted to our local guy Larry in Neptune NJ who gave us a next-day slot and fixed the washer pump on the spot when he came. Considerate, courteous, efficient.
SEARS must be run either by fools or trolls. STAY AWAY unless you want problems!
Sears / craftsman tool warranty is a total scam. After going through the email process that includes personal info, photos of drivers license and broken tools, the SEARS/CRAFTSMAN team emails back saying that they will be emailing a e-card for replace the costs to be used online. The e_card never arrives via email and of course the emails they send are the 'no reply" type. I've tried the process once a month for the past 6 months and every time they lie about sending the e-cards.
I Will Never Order Anything From Sears Again!! Ordered A Part, Cancelled 1 Hour Later, They Charged My Card For Something That Was Canceled!! 383+ Dollars. They Have Liars And Scammers From Other Countries Processing All Of This!! Go To The Ftb And The Fcc To Attempt To Get Your Problem Taken Care Of.
It is IMPOSSIBLE to get anyone at Sears corporate. Every number is fake. They are the worst company to do any business with.They will not honor their services, and Noone helps when you purchase something that is defective. I have been writing and calling for 3 weeks now to get some help with a new Fridge and NOONe there does Anything.
I remember in 1981 I had bought a pink coat for
My baby. I bought it in October for the winter. When winter came I put the coat on my two year old to find the zipper was missing teeth and could not zip up. I still had the receipt. Thee lady at the counter was a mean person and told me they would repair it with another zipper. The zipper was pink wile the coat . The coat was a pink fur type really cute. They were going to put a black zipper in it. I explained I didn't want that and so I would just return the coat . Now she tells me they will not take back the coat. I ended up getting the manager who exchanged it. They had many of the same style. It was then that I stopped shopping at sears and I new it was a matter
Of time they would fall.... and they did
I have a refrigerator with Master Protection Agreement. My refrigerator went out on June 14, 2021. I called for service on June 15, 2021. Repair was scheduled for July 8, 2021. That in itself is UNACCEPTABLE amount of time to be without a major appliance! A repairman came on July 8, 2021 and ordered parts that were delivered on July 13. 2021. I called and July 29, 2021 is the scheduled date for repair. That is FORTY FOUR days for service on a REFRIGERATOR! Fool me once, never again SEARS. Totally unacceptable. And the poor employees on the bottom that are paid to listen to these complaints need a raise! I have tried repeatedly to talk to anyone above the poor salesmen at the store, the people manning the lines and the robots that answer those lines and it is impossible! Those in charge seem to do well hiding behind their desks taking MY money while paying beans to the poor people listening to disgruntled customers like me! If I am wrong, let me hear from just one of you!
Ordered a mattress on 5/12 but still has not received it. Every delivery date is a no show, and it has been changed 5 times. Call the rep they don't know anything. How can Sears get so low?? They should go straight to bankrupt!! Thinking about cancelling the order, but After reading all the reviews I'm worry that no matter what I do I'll get neither the mattress nor the refund. This is a rubbery!
I have been waiting on a return for a part that was wrong size for three weeks. Every time I call it's a foreigner that I can barely understand and they have been telling me for three weeks their computers are down. I can't get another number to call from them not the internet. I will never order another thing from this failing company.
I ordered a refrigerator form Sears online and after 2 damaged refrigerators I was fed up and asked for a full refund . Well the refrigerator was picked up from my home 5/6/21 today is 5/27/21 . I still have not received a refund . After 10 plus phone calls to a number where humans who answer speak very little English and are not in the USA tell me they couldn't locate the refrigerator. They lost it ! And they were making me wait because someone had to investigate . Well I have waited 15 days and still have not received a refund . I Quebec footage of the delivery the picking up the refrigerator . Well I finally got an email after multiple phone calls confirming a refund well it's still processing who knows how long that'll take to clear . Well they can't do the math because I paid 956.80 but they processed a refund for 796.82? Where did this come from? I have reported this company to BBB and filed a dispute with my credit card company .
I ordered a refrigerator form Sears online and after 2 damaged refrigerators I was fed up and asked for a full refund . Well the refrigerator was picked up from my home 5/6/21 today is 5/27/21 . I still have not received a refund . After 10 plus phone calls to a number where humans who answer speak very little English and are not in the USA tell me they couldn't locate the refrigerator. They lost it ! And they were making me wait because someone had to investigate . Well I have waited 15 days and still have not received a refund . I Quebec footage of the delivery the picking up the refrigerator . Well I finally got an email after multiple phone calls confirming a refund well it's still processing who knows how long that'll take to clear . Well they can't do the math because I paid 956.80 but they processed a refund for 796.82? Where did this come from? I have reported this company to BBB and filed a dispute with my credit card company .
Soooo here's a fun story!!! Purchase oven from Sears in July 2020 still hadn't received it by November so canceled the order!! I wait the 2 weeks for research and 7-10 business days for refund, nothing! I was told the order wasn't canceled so again wait 2 weeks and 7-10 days...... still no F***ing money! I have been calling and calling no one can get me my damn money! I want my money!!!
Do not purchase anything from Sears online. You are most likely getting your item from a third party seller that is overseas. The product I received was full of peeled off mailing labels , it was clearly used, the box was dirty, ripped and halfway opened, and the product inside was broken. There is no way to do a return. The Sears stores will not take online order returns, the website doesn't work 99% of the time. The third party seller reuses to send a return shipping label and refused to fix or refund the product. The call center is an joke, I got no results from them whatsoever!! Purchasing from them was an absolute nightmare from the beginning to the end!
I want to thank two people Kathleen and Badiara, that work at the Sears located in briarwood mall in Ann Arbor, MI. On Thursday, May 17, 2018, I went to the store 20 minutes before they closed I was shopping for clothes for my mother who is 75 years old and has dementia. I was in a frantic trying to find her something to wear to go to her best friends funeral. The announcement over the Intercom announced that the store was going to be closed and the lights began to turned off. Kathleen was the sales associate on duty that evening saw me and came over to help me. She was very calm and friendly and she asked what I was looking for and walked me over to exactly what I was looking for and gave me a couple suggestions. She than walked me to the register and a young man named Badiara (Bibi) was even more pleasant and kind. The lights were off but they made me feel like they wanted me to be their number one priority without being made to feel like a nuisance. This was the most memorable Customer service I have ever received and I hope someone from the top of the Sears organization reads this and give these two individual recognization for a job well done. Oh, I forgot to mention that my mom was very happy with the pants and cardigan from Lands End, she said they were very comfortable. Thank you, again.
I recently took jewelry in for repair. This was difficult since the purchase with lifetime guarantee was made in 1991 and receipts were somewhat faded but still readable. The employee working the Jewerly counter went above and beyond trying to figure out how to send the ring in for repair.Employee last name was Darby and this was at Asheville Mall. I was so impressed with her problem solving skills and not giving up on helping me. Please recognize this employee and thanks Sears for honoring your guarentee.
A big SHOUT OUT to TONI the Store Manager!!! WOW - best customer service I've had in a long time. How she managed to meet the needs of all the customers and give me top notch service is beyond me. She knows the merchandise, the community and the right questions to ask when trying to select a large appliance. I came into town to assist my father. Toni gives you reason to shop in your home town - she is professional, personal and really goes above and beyond!
Rounding out my experience, our appliance was delivered and installed by two great individuals - CHRIS AND AARON ! Respectful, eager to please and genuinely friendly, they were the cherry on top to our experience with BANNING SEARS HOME STORE!
Three cheers and five stars to TONI and her team!
In spite of the negative complaints I like shopping at Sears. Even though the help gets bad at times I would still shop Sears. It can't be worse than anywhere else. No store is perfect really. Sometimes I notice myself it's the customer themselves and how they come off at the store employees to be honest. As long as they are open I will continue to shop at Sears.
I recently purchased a number of major appliances through the Sears store in Victoria, B.C. Due to the nature of the construction with our home renovations I needed to make a number of changes to my purchase and I had amazing patient, very pleasant and helpful advice from Pedram the sales rep in that store. He went to great lengths to help me with my changes and always made me feel like I was not causing any trouble, even though I know it was a lot of extra work for him. I would highly recommend Sears and Pedram for your major appliance purchases, service above and beyond. Thank you, Cathy
Problem started even before delivery was made. Truck arrived 1/2 hour before my info indicated it would be. As they unwrapped in the driveway- I saw the door would be opening on the left, instead of the right as I asked. They were quick to tell me I had to call "office' I asked them to let me clean the floor before bringing in the new--they" couldn't take the time" for that. They asked me to sign for the delivery and hastened away. These young men were, in my opinion, rude and insensitive to the elderly woman that I am. When I called to request help to change the door, "Mabel" was very helpful and respectful ,giving me a date for service to come
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I was at Sears Mapleview. Al (PT) in Hardware/Garage door Openers helped me out. He was extremely knowledgeable about garage door openers, their adjustment and installation. I even phoned him the next day with more questions and he took more of his time to help me out. You have a very valuable employee there. I'll happily buy my hardware items from Sears again in the future.
I went to Sears to look for an air conditioner and without having previous experience owning a Sears-branded appliance, found a Kenmore 77150 Elite and Kenmore 77120 priced competitively. I took up credit (which took less than 5 minutes to process) and picked-up the merchandise from their warehouse in a fast, friendly and orderly manner. All the processing were electronic - amazing! I remember the old Sears appliance salesmen wandering about rudely approaching potential customers for commission. Those are long gone from what I just experienced.
I originally had a problem with the initial delivery and set up for a new treadmill. However, Sears fixed the problem and sent an amazing group of three men(Wes and 2 others) who assembled the treadmill to perfection. They were polite and speedy, checking everything. They are to be commended. Love my new treadmill.
I went in the store in Oshkosh looking for a rug shampooer. The store manager came to my needs instantly, I believe her name is Virlinda. She was not pushy to sell something, but very informative. I purchased a rug shampooer and when I got home used it right away, as I was shampooing my carpet it just stopped working. My husband called the store right away and the problem was taken care of. I had to wait a week to get another one, that didn't matter to me because I didn't have time to use it anyway in that week. I told her in the future I would be looking for a washer and dryer also and she showed me what she had and what she would reccommend for our needs. I received the best service. I purchase all my things from Sears. They have good products and the warrantys are great. My son is going to school to be a mechanic and he loves Sears tools and tool boxes. Virlinda also gave us information on them for my son. It is very difficult to find someone who enjoysm their job as she does. I would definitely reccommend her store to anyone.
I am working for Sears for almost 2 months now. To those customer who are using their GC or Rewards card online make sure that you are using a CC as well. the full amount of your purchased items including tax/s will be deducted first on your CC, the time that you received the item, the amount from your GC or Rewards Card will be credit back on your CC after 7-10 business days that will reflect on your next billing cycle..
In the middle of a down-pour in which the rain was to soon turn to snow my windshield wiper detached. I managed to find the next exit in spite of the waterfall blocking my view. Much to my delight I saw the Yakima, WA Sears store in a mall just off the exit. John was called to help me... he made sure I chose the correct length (the "book" wasn't up to date), directed me to the service bay where he proceeded to make sure the wiper arm was functional, and then showed me how to install the wipers. John also had an associate ring up the sale while installing the wipers so that I could get on the road more quickly. Never been so happy with the quick, competent, and thorough service at Sears. Thank You!
Belinda Garrett
This is only about the associate Michael in the site to store area in Overlake Fashion Plaza Redmond, WA.He was extremely helpful finding our package that did not check in correctly and an employee before him was in a rush and unhelpful so we really appreciate his good manners and helpfulness! Thank you Michael.
I've had been working at Sears for a few months as a cashier. I signed up for this position because I knew that I could interface with customers, and I wanted to make the customer experience the best I possibly could.
The first few days of working at Sears I did exactly that. I handle customer complaints with courtesy and respect, and I strove to listen intently to the issues that customers were having and to push for the best possible outcome in every situation. I loved it! It was exactly what I wanted to be doing.
About 1 week into the job, I was approached by one of our cashier managers. He pulled me aside and had a conversation about my performance. It was, in his own words, "under performing." I was absolutely shocked. I had been doing an excellent job resolving customer issues, and I was quick with the register, and knowledgeable about the store. I inquired about what exactly I was doing wrong, and he said two words that will stick with me the rest of my life. Two words that I heard over and over again until the day I quit. "Credit apps"
There is no doubt in my mind that the store cares more about their credit card applications than it does customer service. I has been doing an excellent job making customers happy, but because I wasn't doing enough credit apps, I was given 1/5 stars in every rating category by the management team.
Two months later I was fired for low metrics. I couldn't believe what had just happened. The store valued credit card applications more than it did customer service, and wow does it show! They've been on the decline for a few years now, and it's highly obvious why. Their customer service just isn't there anymore. It's a shame, but oh well. I've since moved on to other retail jobs in order to finish out my college endeavors, and working with other retailers has opened my eyes to just how awful of a place Sears is to work.
If you're looking to apply for Sears, just be forewarned. Your efficiency with signing up customers for the credit card will be valued above all else when being evaluated as an employee. If you can be a pushy person, it may just be the right job for you. But if you value high quality customer service, then this surely isn't the job for you.
I am working for Sears for almost 2 months now. To those customer who are using their GC or Rewards card online make sure that you are using a CC as well. the full amount of your purchased items including tax/s will be deducted first on your CC, the time that you received the item, the amount from your GC or Rewards Card will be credit back on your CC after 7-10 business days that will reflect on your next billing cycle.But make sure you enter the right number to avoid any error
I am a Sears Associate of 2 years, and handle many returns. The return policy changed a few months ago, I think September. It is now 30 days regardless of department, and you must have receipt, or Shop Your Way membership so we can look up the records. Mattresses and electronics have a stricter return policy for obvious reasons. Usually we try to work with people and spend alot of time trying to find their proof of purchase in our system, but if we can't find it, there is nothing we can do. We also have to keep an eye out for return fraud. Each type of item has its own warranty, and should be explained to you when you purchase the product. Sears Holdings Corporation consists of several companies/divisions, such as Sears, Sears Hometown Stores, Sears Outlet, Sears Appliance Showroom, KMart, Sears.com, Sears Parts Direct, Craftsman, Kenmore, etc. Each company has their own guidelines for return policies. Sears.com has many affiliates that sell through our website, and have return policies specific to that seller. For example, Sears Parts Direct can accept returns if you contact them and have them send you a return label. We can help you with that at store level if you have problems with email, but it's best to contact that company/division directly. We don't have access to the other divisions' records, and we have to wait on the phone like you would. In addition, you have the option to buy extra protection, which takes some hassles out of repairs and returns. I hope my 2 years of training have helped some people here, thank you for reading.
I would just like to start out with the fact that I am a Sears Associate so I hear all of your complaints. First off, those of you who have had terrible experiences, I am sorry. Those are individual people, not the entire corporation. I personally do everything I can to refund or replace someone's purchase, even though yes sometimes it has to be store credit. As an associate though sometimes we are given policies, such as our new 30 day return policy, which yes even I find outrageous, but there is nothing we can do about it. Though a pointer, even if it's been more than 30 days, the system will still let you return it so long as you have a valid driver's license/ID card. For those of you complaining about your sears.com orders, we have a marketplace similar to amazon. So sometimes you buy something that is not actually sold buy sears even though you are purchasing from sears.com. With those 3rd party marketplace items we cannot return those in store because they ARE NOT OUR ITEMS. You have to go through the company you actually bought them from.
One final thought: THIS ISN'T SEARS'S WEBSITE. WHAT DO YOU THINK IS GOING TO GET ACCOMPLISHED BY COMPLAINING HERE?! saying things like "Oh I hope corporate sees this" or "The information on here isn't right and I can't find a return address." Well, that's because this isn't Sears. It is a website with a compilation of different company's return policies.
sears Charlottetown prince Edward island has to be the worst one to work for only because of the manager not going to name names but she has to be the worst person ever she treats her employees like crap and takes way to many vacations shes never there and when she comes back she starts yelling at every one like its there fault that she cant handle her job pathetic do not work here at all!!!!!!
I have been working at Sears for a couple of years now in Technical Support. Its really hard to do our job with disrespectful customers yelling and cursing at us while we are trying to fix there appliance over the phone. We just have them try easy things a kid can do but most are too lazy to help themselves would rather wait a week for a technician to do it for them. We all know people dont read there owners manual and dont have a clue on how to use a machine with new technology. Most customers are grateful to talk with us but we do get lots of weeds.
I wanted to know who I speak with other than the out of country line to speak with an HR Corporate Manager? I'm getting really sick of the robotic voices overseas! I quit my job yesterday due to harassment for my manager, and her sidekick, and I'm really thinking of filing a lawsuit! It was soooo bad what I went through, and I've got NO resolution at all! They totally let me quit my job without saying a word, and went to my manager behind my back without saying a word to me! I wrote a letter HR asked, and I tried to go to HR when I got in. I asked my old manager, and it was like all the managers banded together and took turns watching me! They wouldn't let me go downstairs, and I overheard my manager saying as I walked by that (my Name) is so aggressive because, loud enough so I could hear! It was like she knew I was listening to her! I'm positive the managers alerted them I was there when I left my desk in personal! I've heard from longterm employees that this manager has forced another agent to quit with harassing her as well! The HR manager went out of the room my manager was in and back into his office acting like he wasn't in the room speaking with my manager! I went upstairs and clocked out then I quit! The hr person just let me quit without hesitation, and it was like they didn't want me there! Who do I go to about this? It's like the managers all ban together when there is bad behavior! Please let me know!
wow! You customers should do our job once in yur life, and understand how hard it is! All of you make our lives a living hell, and I cry every night after I go home. I need my job so I stay! I can't believe how much crap is written about us! This isn't the reps fault on the line with you, we do our jobs, and just because we aren't kissing your a** you hate us....wow! Try and take a look at yourself before judging the rep on YOUR issue! this isn't the fault of the call center, and it sure isnt the fault of the poor rep helping you! It goes both ways, nd this job is the worst job I've ever had as well! Do you think I want to help a person screaming and giving me attitude, when they don't even know how to use the device... People call with bs, and things that can be fixed so easy by yourself, and it's just plain lazy!!! I get cursed at, and I can't curse back, and called every name in the book, then you expect me to kiss your a**! I also don't get why you find it necessary to buy the product if you don't know how to work it, READ THE MANUAL! YOU ARE CALLING A CALL CENTER NOT THE STORE, AND WE ARE NOT THE ENEMY! CALL CORPORATE SEARS!!! I just got told that sears is going out of business, lol! ya right...we are te top service providers out there, and NOBODY can stand up to sears! Everything is going online in business thats why sears closed stores...duh! People are so tough behind a computer screen, if you have an issue got to the source, not behind the screen! We don't like you much either!!!!!
I worked at Sears for 6.5 years and for the record I left the company 2 months ago on my own accord. I have close to 20 years of supervisory/management experience and have never worked for a more screwed up company than Sears. They do nothing but shaft their employees and wonder why their business is declining. Their managers are constantly over burdened with pointless HR compliance and negative conference calls to worry about customers. As a technical manager I spent at least 8 hours a week (not kidding) on conference calls running through reports with district managers trying to bust techs for wasting time. Really? Please for the good of everyone involved shop somewhere other than Sears. My life is so much better since leaving there. I can only hope that the people I know that are still trapped in their cult like culture of death can get out.
I understand where you all are coming from. I work for Sears. We gotta be the dumbest retail customer service in the history. I'm looking for another job. If they find out I posted this I will get fired im sure. They have been getting rid of people left and right. We can't even make a delivery on time or without it being damaged. The CEO is a moron. The management at the call center is horrible. I can't wait to go to work and say, "I quit" Nobody has a clue what's going on in that place. And its like a high school. He said she said. HR needs to find something to do as well. All they do is investigate stuff. Im not gonna get into specifics cause this could cause me to lose my job as Texas is an at will state. Meaning they could fire you. But if I get fired for something ill make em pay. I have documentation printed out and keep it in my safe of all the corrupt stuff that goes on there. If they do me dirty because they cant make the customers happy they will pay a price. I know how everything works. These idiots' needs to worry about customer service and stop worrying about who said what and high school BS. Sears is going out of business at a rapid pace. Just Google it. Wall Street tells it how it is. Its time to jump off the sinking ship. Most of my associates have quit already or been let go. They try to lie and hide whats going on but were not stupid. Buh bye for now.
Sincerely,
You wish you knew who this was.
P.S. You WILL know who this is when I quit ;)
i work for sears,i am also a customer,i buy the service contracts and have several,they are a good value,if they were not i would not buy them myself.i have to agree that sears is not what it used to be but they try every day to improve.and i have seen a lot of imporvement in the last 6 months.
I once worked at Sears but only for a bit, the training that they offer us is so poor and the employee treatment is awful. Taking my lunches and breaks was another hassle to always look for someone to cover our breaks and lunches. Also sometimes we got off at a certain time and nobody would come to open the store doors one time we had to wait for 20 minutes for the manager to open the doors and for us to leave after having clocked out and didn't pay us for the time we were just waiting for the manager. So I never shop here and never will because i know the treatment they offer their employees and the bad customer service.
i worked as a service tech for sears in harvey il& joliet,il for 37 years.i loved my job & loved helping people.then in the last 10 years or so they hired mangament that knew nothing about service.the employees have been beaten into the ground.i hate sears so much that i will not even enter the store.that my friends is why you are having service problems...they simply dont give a darn.
In the spirit of full disclosure I'll start by saying I'm currently a customer solutions agent in the escalations dept in Round Rock, Texas. In fact I recognize two complaints on here as I handled your concern.
As is usually the case the truth lies in "the middle". Some of the issues raised here are valid and cogent, while many others are complaints dreamed up by angry customers who are writing to complain because they didn't get their way or are ignorant of what it is we do.
For example...I wish I had a dollar for every time I had a customer complain about how Sears doesn't make things like they used to. Uh...folks, I have news for you...sears doesn't manufacture a thing. We're Sears. We're NOT Whirlpool...GE...Kenmore...Samsung...or LG. We don't manufacture a thing. We simply sell and service items manufactured by OTHERS. When you buy a car at a dealership do you really think they manufacture the car out back and then drive it to the front of the lot?? Nope. They buy it from Ford...Toyota...etc and sell/service it.
That's just one example of a customer's criticism that is based on ignorance. Keep in mind anyone can post anything online because of the anonymity factor. Sure, some of the concerns raised here are legit and inexcusable. However, a good amount of stuff on here doesn't pass the smell test and is only half-truths at best. Next time I post I'll address the myth that we don't care about the customer by explaining how many millions of dollars we give out to customers every year...and how customers will play games and try to work the system to get hundreds in gift cards by basically giving us false names...addresses...phone numbers...and posting bogus online reviews hoping our offline social media dept will try to shut them up with....you got it....more gift cards
As a former Technical Support Specialist for Sears Holdings in Round Rock, Texas, I can tell all of you, YOU ARE ALL ABSOLUTELY CORRECT! Not only is the customer service terrible, but this is also a horrible place to work at. I started in summer of 2010 & left in May 2011 & I will tell you 1st hand, there are no real technical support experts you talk to on the phone. Just a bunch of college kids, single moms, disgruntled middle aged men & people just passing through until a better opportunity comes along. Its not their fault. The fault really rests on the managers who have a cold-hearted outlook on true customer service. Yea, they promise you champagne wishes & caviar dreams & apologize non-stop on the phone & tell you, "yes sir/yes ma'am I can fix this over the phone", but honestly, only 20% of those promises are actually followed through. Plus, were given a 6 week crash course on product troubleshooting (which no one becomes a true expert on), along with poor scripts on how to deliver true customer service, which is a absolute joke. And those home improvement specials, FORGET ABOUT IT! Half that crap falls apart after a year or two. I would know, because customers have told me on the phone. The worst is when technicians cancel repairs & the customer calls & we find out thru the routing department that the tech cancelled at the last minute & we are the ones that have to break the news. I learned that the routing department is not responsible for informing customers that techs have cancelled. They are a seperate local division. They really expect the customer to call & check the status. ABSOLUTE SLAP IN THE FACE! I will say that even though no system is perfect, Sears makes T-Mobile look like the Vatican & we all know how bad T-Mobile is, but I digress. The warranty is a nightmare in itself. DO NOT BUY THE SSA! In fact, if you have any kind of warranty with this company, DO NOT RENEW IT! SSA is the worst, because its a 1 year contract, only covers parts up to $500.00 and there are no guarantees that if the item (i.e. dishwasher, front load washer, tractor) isn't able to be repaired, SEARS WILL NOT REPLACE YOUR PRODUCT! Also, if its more than 10 years old, there's no way in hell you can readily find parts for it. I was trained to either have the customer buy a SSA (which we receive commission on), renew the Master Protection Agreement, setup a repair (where you have to pay $129.00 just for a tech to come out & look at your product), or buy a new product. As far as my experience on the phone goes, I do not remember who I talked to or anything, but if anyone has felt jaded, scammed or just pissed off that their problem didn't get resolved, I apologize. My managers, who I'm pretty sure are nice people outside the office, were petty, mean, unreliable, and just didn't know how to tell employees on the phone how to deliver better resolutions to problems. Not to mention I couldn't even get time off for my daughter's 1st birthday, but I digress (again). As a customer now, I can tell you all, I wouldn't buy a dead rat from this place, even if it were stuffed with a $1 million dollar check & it was given to me for free. So overall, everyone please take heed: DO NOT BUY FROM SEARS! Go to Lowes, Best Buy, heck, you'd even have better luck on craigslist.com if you want a quality product. Its not that people don't take their job seriously, but the person you speak with on the phone is trying to keep their head above water & has only 3 minutes to either reach a resolution or tell you any kind of crap you wanna hear or their gonna get a write up (PPI) or won't receive any recognition or commission if their metrics aren't met. So, what's the silver lining in all of this...well, as of 2012, this company might be finished. Look up the first quarter sales for Sears Holdings & see why they might fold & turn into Kmart. These are actual facts, no rumors or lies. As I stated before, no company or system is perfect, but Sears has fallen drastically and quite frankly, it is not the same as it use to be. If you want great customer service, REAL technical support & quality product, DO NOT BUY FROM SEARS!
SEARS Holding, Inc., owned by billionaire hedge fund guru Eddie Lampert, is not the SEARS it used to be. Employees are treated like indentured slaves. They are REQUIRED to ask EVERY custoeemr to apply for a Sears credit card, Sears Mastercard, or a Sears Charge Plus Card Plus Card. If the employees don't open a minimum of five Sears credit cards per every TWO weeks, they can be fired. Many do get fired. In this economy it's difficult to reach that goal, esp. in a SMALL Sears like in Key West, FL., where very few customers are in the store! Employees are REQUIRED to sell a minimum number of PROTECETION AGREEMENTS, such as on large appliances, based on sales. If the employee doesn't, they can be fired. Customers complain daily that all of these questions are annoying, & they slow down the sale at the cash register. They are right! The employee has to inform the customer to fill out a 1 questions survey on the check-out screen, after they pay. Then they are told they can win a Sears gift card if they go online & fill out a customer service survey. Sears tries to convince their employees, they're "creating customers for life." IN reality, all the presure on the customers to buy these extras, & all the required questions, annoys most customers & they complain about it! Employees in the Appliances Dept. do NOT GET PAID an hourly wage. After $9/hr. training for one week on the sales floor, employees get only an average of 2+1/2% commission on some large appliances. ON some items in Appliances Dept. they get nothing; it depends on the brand. On air conditioners, they're lucky to get $1.00. Appliance Dept. is NOT the big money many people seem to think it is. It is cut0throat, full of miserable employees, and they are under such pressure to sell Sears credit cards, Protection Agreements (P.A.'s), Sears Protection Plans, & SYWR memberships, that most employees resent it, esp. in this economy. It is very difficult to reach the numbers corporate expects, as they lack customers in the store in Key West, FL on many days, & teh economy has completely changed consumer spending habits. Sears puts their employees under so much pressure from the day tehy are hires, that many quit. They are unrealistic. Think about this next time you shop at Sears. I suggest shopping elsewhere. They treat employees at teh KEy WEst store like crap, with expectations that make them nervous to lose their job on a daily basis. What kind of culture is this? Greed from corporate. The trainer used to get paid to trin a new employee. NO more! The salesperson expected to train the new salesperaon in the Appliances Dept. , was an employee on commission-only, & no longer gets paid to train. Thus, their attitude was, "Why should I waste my time training this new person? It may hurt my sales." Sears = Greed. If an employee spends an hour educating & helping the customer & they go home & order the product online, instead of in the store, the employee get paid zero. It happens all the time, because they need to confer with their spouse, or get a measurement, etc. Commision-only sales in the Appliances adopet,. is a scam for the employee who loses in the end, at least at Sears in KEy West, FL. The store is constantly out of stock of items, & many customers do not want to wait one week, or often much longer, to have an appliance delivered. The delivery fee is usually $69 or more, even if you have to wait a month for the merchandise.
I'm a Sears employee and sympathize with the customers greatly! I don't work in a store but the corporate office. They say customers are #1 and employees #2 in their book. Well, the employees feel just like the customers that have posted their comments. But in this economy, who has the option to change jobs? Don't worry, they're not giving us the profits either. I am reviewed "on a curve" and have to do more than exceptional at what my job is to get rated better than acceptable. It seems if I don't create some miracle to happen, there is no recognition. We have not had cost of living increases except 1 time in 4 years. But not to worry, if you know someone at the top, you can sit and balance your checkbook, shop online, facebook your friends, and chit chat half the day with the big wigs and for that, you get promoted because they have put you on the fast track up. For hard work, dedication, devotion and annoyance with the forementioned behavior, you get told you are doing the job you were hired to do and there is no compensation for that.
Yes, as you may have guessed, I am seeking a new opportunity just as the previous CEO, CFO and others have. I rarely see promotions going to the people who put forth the most effort, but more to the people who's "daddies" know some big wig in the company. And they wonder why things don't improve. They should really take the blinders off and see REALITY!
I tried to have a conversation/debate with the "Chairman" about some of the insane policies that have been implemented, but was given a warning that he has a lot invested in the company and my comments were not appreciated. I guess if he doesn't get a pay raise he won't be able to fly around in his private jet. I don't get one and I have to figure out how to budget a rent increase, continuing to drive to work everyday, etc.
The priorities of this company are way off kilter! Unless you want to fund Eddie Lampert's next excursion!
I also avoid purchasing from sears since I ordered a laptop and forgot to check to make sure it had a disk drive. (silly thing to think about on a laptop these days isn't it?)
We also purchased a dishwasher, provided a delivery phone # and they couldn't find the number, this was after over an hour to checkout. What is so difficult about this process? It was at least 15 minutes while they made a copy of the delivery ticket...then they messed up the receipt and I had to go back to have them correct it.
You get what you pay for and until Mr. Lampert realizes he needs to pay his employees, customers will continue to get sub-par service.
But don't worry, India will have plenty of employees because of Sears, they opened Sears of India to "handle" the lower cost customer service, and if you can get them to understand English, you are doing well! (Note: the corporate office is starting to look like a miniature India).
I blame the customers ... they come into the store and immediately begin with their rude, snide and unfriendly comments. I have been cursed at, grabbed, threatened and once even hit but customers because of some issue completely unrelated to the store ... but with delivery, service, etc...
Get with it people! Don't take your frustrations out on us. We're just trying to keep our jobs.
everyone has a complaint... I understand that people are upset that tech is running late, was rs, part was delay, or repair is taking long... But please when calling quit saying "i pay for a warranty that does not offer anything" READ your warranty before you open your mouth. People dont understand that as a Sears employee we are treated like trash.People are being discriminated in the company and no one does anything managers likes to partner up to be mean and fire people. If we lie to customers is because no one as the answer of all the issues. I dont work for Sears anymore, as a customer you cant expect Sears to care when they dont care for their employees.
To all the customers that feel that they have been delt with in the wrong way first and foremost I would like to extend my apologies to all of you we have several systems set in place for loyal customers such as yourselves unfortunalty sometimes that issue seems to fall through cracks not every company is perfect but we are definetly willing to work with you we have assembled a special team to deal with the complaints that everybody on this page is mentioning and we are ready to take ur call and try to make things right once again.... and our managers do care about the associates and especialy our cust cause they are the one that provides us with our job please forgive us and let us earn your trust once again
My name is Shayne with the Sears Escalations Team. First please allow me to apologize for the delay in responding to the many different complaints on this sight with Sears. Here at Sears, we value each and every customer that we have. Unfortunately, there are times when we miss the mark as far as poor customer service, not showing up on time for a service call, delays in delivery and many other things. In our department we are working to tackle these issues one at a time as we come across them. We are a single point of contact for our customers and our case managers work an issue from the beginning to the end when we get a resolution that best suits our customers and Sears. I would like to ask each and every one of you to contact our office via email at [email protected] and we will have a case manager contact you directly within 24 hours of receipt of the email. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please reference this web site, for reference to were you heard about us, and we do look forward to talking to you soon.
i used to work for sears and i know i tried to give the best customer service but you see we were not paid enough and our bosses treated us bad and that is still the case today as i hear that is why the company is falling because managers dont care and they are suppose to be examples but their horrible ones. i remember them just being lazy and never seeing them around. and then were always grumpy and never want to be their and dont give good customer service so you see this repeated cycle..
To everyone that has had issues with Sears:
My name is Shayne with the Sears Escalations Team. First please allow me to apologize for the delay in responding to the many different complaints on this sight with Sears. Here at Sears, we value each and every customer that we have. Unfortunately, there are times when we miss the mark as far as poor customer service, not showing up on time for a service call, delays in delivery and many other things. In our department we are working to tackle these issues one at a time as we come across them. We are a single point of contact for our customers and our case managers work an issue from the beginning to the end when we get a resolution that best suits our customers and Sears. I would like to ask each and every one of you to contact our office via email at [email protected] and we will have a case manager contact you directly within 24 hours of receipt of the email. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please reference this web site, for reference to were you heard about us, and we do look forward to talking to you soon.
Thank you,
Shayne W.
Senior Case Manager
Sears Cares
I must say, Our store has the best team. I love working with these great people. But I have noticed that all the hard work that these people do arenWRTH THE PAY!! Come on sears. If you want to keep your fine hardworking people, you have to pay your people way better. I mean 3 years and 7.50 how are we going to pay our bills. I'm a L.P. Officer and I have savedyour store alot of money. I have work with the company for two years. MY PAY 8.40...Thats bad!!!! I also have three children.By did ya know that L.P. Officers pay starts out at 12.00. I question myself why I stay. Thats easy I LOVE the fine people I work with. But Sears you have to pay your people better, or you will get young kids whom don't give a crap about sales or customers. Just saying:~{
Oh and it's usually not the techs fault that they don't make it to you. Most techs complete on average 7-8 calls a day depending what the specialty is, yet we are given 12-13 calls to "try" and complete. So at 8 a.m there are about 5 customers that will be disappointed. So think twice about giving the techs attitude because we hear it all day every day and we still are forced to work at least 1-2 hours overtime every day.
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