Sears Canada Inc

Purchased a washer/dryer and fridge on Dec 26, 2015, and for delivery for Jan 6th. After doing some research, decided to drop the extended warranty, and to ask for a price match on the fridge and match the delivery/installation fees that was quoted from Home Depot. First of all, the woman in the Appliances Dept was rude from the get go. Every request was a chore for her, and she went back for several minutes to discuss our request with the manager. Not once did the manager get off their ivory throne to speak to us directly. Ms. Lemonface comes back and says ok, we'll do it. So, I'm expecting my card to be crediting back the money. OH NO! It will take several business days to do this. We can't do this now!! WHAT?? You were able to take my money in mere minutes but you can't credit immediately? So she walks away from us to the back room. Okay, we have no proof of this credit we discussed, so go back to fish her out of her 'work room' Asked her kindly, can we please have some documentation of the credit. "WHAT! I've been working here 20 years, this is the WAY it is done, It WILL BE DONE! Sears is not that kind of company." Really?? Come on, we have nothing to indicate that a credit of several hundred dollars will even be given to us, and the mere word of an angry, and rude Sears employee isn't enough to satisfy us. So we ask her to at least mark our original receipt, she does it hastily, and walks away in a huff.
There is much more to the story. I've have not encountered such obvious rudeness before, and it wasn't just at this department. I had the rudest woman on the phone to ask about the Sears Club Card points, she was so condescending to me that I hung up on her in disgust. As well, I asked in-store about a coffee maker that was on sale, yet they had no stock in, and seemed completely unhelpful to find out if they would be getting some more in. Don't you want some more sales???
Sears is circling the drain, and they are to blame. Avoid buying for them unless you want to be belittled, treated as an annoyance, and given the run-around.

A large hole in the dustcover cloth under the sofa, and scratched up legs. Too much inconvenience to book a time for Sears furniture repair person to come in, as I would need to take time off work to meet him. Sears should compensate me for the inconvenience and bad customer experience.

Surreal. When we ordered a dishwasher from Sears, I repeatedly asked and was assured that installation would be included. When we bought a dishwasher from them 7 years ago, it was indeed part of the purchase.

Yesterday, the delivery fellow dropped the dishwasher off and we were floored when he said "nope, don't install, you'll have to call someone”. He also didn't take the old one away (we found out it was hardwired), a service we paid extra for.

Then begins the real Customer Service hell. It's hard not to think two things:

1) We were willfully deceived re: installation. We never would have purchased the bloody thing if we knew we had to find an installer.

2) The twisted, perverse homunculi that make up the Sears brain trust actually sit around a boardroom figuring out how to be the most frustrating company they can be. It's that surreal.

When you call CS, (which I think is in the Philippines - not that that there's anything wrong with that, they're polite and intelligent but, frankly, useless), all they could do was apologize but how does that help? I was supposed to be grateful that they would, indeed, come pick up the old one once the new one was installed.

BUT, that then there was the new level of steam-inducing anger - the local service installers. I called, got through right away, the fellow, Scott, said the installation would be $155 - I should try to call CS and they might waive it. I said “not the same people I’ve been talking to, they can’t help” and he gave me a number and said “no, these are different people” but he wasn't truthful. I was right back where I was. Called installation again, got the same gormless git when Sears Canada came up on call display. He advised me to take the call, I did and was back in the Philippines being told the same useless stuff as before.

Then, tried to call Installation again - suddenly, I can’t get through. You’re told to hang in, that you’re number one in line and then (after 20 minutes) BOOM you’re cut off and asked to leave a message. This happened four times, no exaggeration. Weird, hey? How is it I had no problem getting through and then suddenly I can’t to save my life….

I tried calling a local number, no luck - if I got through to anyone they apologized and said they’d patch me through to a live person then threw me back into the Installation purgatorial loop.

Sears has reached a tipping point; they’re in a death spiral and their employees don’t care anymore.

Stay away, this is not your father’s Sears.

PS: A message was left on vmail this morning saying I could call a number and give a customer satisfaction survey within that next 48 hours. It stated they would really appreciate the feedback - dialled the number (three times and checked for accuracy), got an automated voice saying “ the number you’ve dialled belongs to NuVox…goodbye” and disconnected.

Surreal….we're sending the dishwasher, which is sitting in our hallway, back. We will actually be charged for the $75 shipping fee but we can't care now, we'll NEVER give them our business again and tell everyone we know to stay away.

Went to sears in Edmonton, Alberta and purchased 2 leather couches and a freezer, then the nightmare began. Instead of saying the exact same things that are in thousands of sears reviews, i would like to post a few of the things that i have learned from this experience.
* If you have been shopping at sears for decades, know that the once dependable store that took care of it's customers is no more. Customer service is not even a joke now, it's a full blown nightmare if their are any problems with your order. Problems can be anything from getting your order delivered when expected to there is something wrong with your purchase.
* They have a no refund policy until the item has been proven that it is not repairable, a process that could take many months and that sears hides this from customers very well. I am not sure if this is just appliances or if it affects other purchases as well. Make sure you are clear on the return/refund policy of sears if you make a big purchase there.
* All phone calls to sears customer service in any category are answered either in the Philippines or in India. They are not friendly, and you can't believe anything they tell you, especially dates that repair people or delivery trucks will show up. Really great when you have to take 3 separate days off work for a delivery that does not show up and on the phone they are telling you the truck will be there in a couple hours. Costed me 3 days lost wages + 80.00 to get my order delivered. Sears did nothing for me after this.
* Good luck on being able to talk to a manager, especially in person. Went 4 times to sears, and was told 4 times that there was no manager in the store. Also read this in many reviews of sears.
* These next two comments are VERY IMPORTANT:
* If you get your delivery and there is a minor problem with a product, and the delivery guy tells you how to fix it, pay attention. The couch i bought was missing half of the little rubber things on the legs that prevent the floor from being scratched when the couch is moved. He told me to go buy self adhesive heavy duty felt pads, trim them down to size and put them on. It worked like a charm. I was upset at the time that my 2200.00 couch was missing these, but in the end the fix took less than 30 min including driving time and 4.99 to purchase the pads. I seriously doubt that it would have been that painless to go through sears for the fix. I guess i owe that driver a thank you for making it easy on me.
* the other important thing is if you have a problem and you go to sears, and you get lucky enough to find an employee that seems smart and is trying to help you, be nice to them. They don't have the power to give you a refund or credit in any way, but in the end, they will definitely take you the farthest in getting your problem resolved. Sears and their management has gone to the dogs in my opinion, but they do still have some great employees that will do their best to help you in their stores. You just got to find ones of these employees and work through them. This is how i finally fixed my delivery issue.

What i have written here today comes from my personal and last experience with Sears. Also from countless reviews and the odd news story i have read about this company. There are probably many happy customers that shop at sears, and things go as they should. But beware, if there is any problem what so ever with your purchase, just don't be surprised when the snowball effect kicks in and things get real ugly. Mine was so bad that i wrote this review, which is the first review i have written in my life.

Our refrigerator wasn’t working properly (the main section was working but not consistently, (it would not stay cool), so we called Sear Home Services and booked a service call.
A service tech came to our home to fix our refrigerator on September 12, 2015. He just replaced the motherboard and left without making sure the fridge was now working; It wasn’t. His repair did nothing to correct the problem we had called them to fix. After first service call we had to call back to get another tech to come out to fix the same problem with our fridge. During this call my wife was told that if we were willing to pay for another service call they would be able to come right away but if we weren’t going to pay more, we’d have to wait a couple of weeks. We refused to pay more so the new service call was scheduled for a couple of weeks later. Meanwhile, we had to take all our food from the kitchen fridge and cram it into our spare fridge in the laundry room. This made cooking meals difficult as we had to travel back and forth the laundry room when we were preparing our meals. When the second tech came out he correctly diagnosed the problem and replaced the fridge sensor; with this repair the fridge started to work properly. The 2nd tech then told my wife that the first tech hadn’t charged the correct amount for the original service call so he added another $68.95 to our bill. He told my wife that because there wasn't a code for this "mistake" he was going to list it on the invoice as "shop supply". When I came home and checked the bill I didn’t understand why we were billed this amount and I phoned Sears to try to try to get them to explain this charge or to get it removed. I called and spoke to the Sears Home Service call centre 3 times before getting bumped up to a Supervisor. In the first 2 calls I laid out our story and was told they needed to look into this and someone would call back but nobody ever did. On the 3rd call the call centre rep informed me that the $68.95 charge was for a filter. I questioned her on that but she was insistent that the charge was for a filter. I checked the old parts the techs had replaced and left behind and a filter wasn’t included. I called Sears again and this time asked to speak to a Supervisor. I told the Supervisor my story and explained that the charge couldn’t be for a filter as our fridge doesn’t have water or automatic ice. The Supervisor told me she’d check into this complaint and call me back. When she phoned back the next day she told me that the 2nd service rep was now claiming that the charge was for a “Thermal Meter”. She said the tech claimed he needed this tool but didn’t have one with him, so he left our home and drove to Canadian Tire where he purchased this device. He then said he returned to our house and used the meter to check the temperature in the fridge. He claimed he left it with her and added the cost to our bill. My wife does not agree with any of this story so I told the Supervisor that we did not see or receive a “Thermal Meter” and that my wife is certain the repairman did not leave our house after starting the repair. The Supervisor again told me to wait while she contacted the Service Supervisor to try to get an explanation . A couple of days later, the Supervisor left a message on our home telephone telling us they will be refunding the $68.95 we paid. 3 weeks later, on October 26th I called Sears back as the refund had not been received. The Supervisor promised to look into it and I received a call later that day from another person telling me they would be processing my refund immediately. I’ve confirmed the refund has since been received.

Sears fired all their Service Techs after a long strike and now contract this work out locally. The Vancouver firm sent an incompetent tech who replaced an expensive part unnecessarily then followed that by sending a thief. Sears did everything it could to try to cover for these Techs and only offered to partially reimburse me for their actions after I spent hours arguing with them over the phone. We have used Sears for our appliance purchases and repairs for years but will we will never use them again.

I was told there would be an $85 charge to have someone come to my house and give me a diagnosis of the problem. I just moved into a new house with a front loading washing machine. I was told there was mould build-up. He then charged me an added $80 to spend 3 minutes cleaning out the mould. I could have done that. I jut needed to know what the issue was. $200.00 to clean out mould is ridiculous. I should have been given the option to clean it out or have them do it. I will never use this company again.

We bought 5 appliances for new house. Included was a Kenmore Induction Range. Delivered March 18th, 2015•
Called for service August 24th as the oven would not work and the light would not go out.
• Waited 9 days for the service man to arrive on Sept. 2nd.
• He told us it needed a part, which he ordered, it would take 5-10 days to arrive. He 'thought' it would be the right part!
• Could not manage without an oven and so contacted Kevin the Manager of the appliance dept. to tell him of our dilemma as we have a family, I do a lot of cooking (that’s why we bought a good range).
• He told me the range would not be replaced which is what I asked for. As a compromise he offered us a ‘loaner’ of a counter top oven, which we picked up that day as I was desperate to have some type of oven. It worked reasonably well, for anyone heating small amounts of food, but certainly is not satisfactory for anyone doing the amount of cooking I do. But I thought I’d manage for a few days, it was better than nothing.
• We had heard nothing by September 15th, so called and asked to speak to the General Manager, I was put through to someone called Steve, don’t know who he was. He told me he would find out what the status was but probably wouldn’t get an answer that day, but would get back to me by the next day Sept. 16th.
• I had not heard back from him by 17th, and when I called to speak to him to find out the status, was told that he was off.
• Then called Ross McPherson (General Manager) Sept. 17th and left message asking him to call. He called back that day.
• Ross was very obliging and said my situation had been discussed, Sears could offer $250.00 off the price of the range or I could have a replacement. Chose the replacement.
Which I now have.
We have been buying from Sears for 25 years. This was particularly disappointing as we have moved several times in the past few years (4) and have always bought all our appliances at Sears, not only are they highly rated but they have always offered very good service. We have also bought furnaces, water tanks, vacuum cleaners etc. from them.
We have extended warranties on the appliances but after reading the other reviews it appears that these may have been a complete waste of money.
Received call on OCTOBER 19th to say part was in, this is nearly two months after my initial service call.
Have to commend Ross, he dealt with the situation promptly and to our satisfaction. My concern now is, what if anything else goes wrong with this range or any of the other appliances, its not reasonable to wait nearly 2 months for it to be repaired. I have to say after being loyal customers for many years I will never make major purchases at Sears again. What a pity.

DO NOT ORDER PARTS FROM SEARS CANADA!
Five months ago we ordered a microwave part. After it did not come in we contacted Sears Home Central and they said it would be three more weeks. This continued to happen with us initiating the calls, until (5 months later) we were told the part does not exist. The costumer service was horrific and we were not treated with respect. It would have been nice to know months ago that 1) sears is incompetent and 2) that the part does not even exist. Trust me, go elsewhere.

If we had only read these review prior to purchasing our dryer, there is noooooo way we would have purchased that dryer. It is really important before purchasing anything from Sears go on line and read up on the reviews. As a matter of fact just avoid shopping at Sears on the whole.

We purchased a front loading washing machine on Sept. 15th at the Sears warehouse in London. From the first time I tried to use it it leaked water all over our floor. The warehouse said call the help number (by the way we purchased and extended warranty) the help number said they would email Samsung even though the product is Kenmore. We have had two service calls which resulted in another broken part. Twenty days and no washer. Sears has been abominable.