By JB

Here’s an interesting way to try and boost profits:

My wife purchased some appliances on her Sears card for about $800. It was a do-not-pay for 3 or 6 months. Credit limit was $1000. Sears sends her a monthly statement noting that her credit limit was reduced to $500, therefore she was over-limit and a $25 charge appeared. She called Sears and the first person there argued that the $25 over-limit fee would NOT be reversed! And next month another $25 fee would be charged. She finally did get it reversed, we paid off the the DNP, and are now canceling the account. We won’t deal with Sears ever.

By WR

I’ve shopped at Sears Canada for over 25 years. Even though their prices are often a little higher, their money-back guarantee made it worth while. But apparently they no longer guarantee their products.

I purchased a pair of slippers for my grandmother as a gift. She needed one size bigger so I ordered a larger size through the catalogue and planned to return the other slippers on pick-up. Well, they refused to take the slippers back because I missed a deadline I didn’t even know about by 5 days. Even though I explained it was a gift and I was ordering the same slippers one size larger (so I wasn’t asking for my money back), they wouldn’t budge.

So now I’m out $52.00 and Sears no longer has a loyal customer! In the past 25 years I have purchased furniture, appliances and clothing through Sears because I could count on the fact that they back their products. But that is no longer true and therefore they won’t be getting any of my business in the future!

Unfortunately in not even offering an exchange they have a return policy that is less then some of the worst stores in Canada. Shame on you Sears!

By Colin

I purchased a 25 Cu Ft refridgerator from Sears Canada Yorkdale Store in September, which was too deep for my cabinet space. I then purchased a counter depth one 20.9 Cu ft from Sears to replace the big one day later. The first fridge was delivered and setup by two small Indian guys. Two bigger Black guys showed three weeks later and said they could not pick up the old one and deliver and setup the new smaller fridge because it was too big. They said that it was a three man job and it was the first day on the job for one of the delivery guys.

My complaint is specificially the way this whole thing was handled. I was told that the new fridge would be delivered on Friday Sept 24th. It was not because it arrived at the warehouse too late. I was then told that it will be delivered on Tuesday, Sept 28th between 5 and 9 p.m. The truck came at 3 p.m. and left. The delivery was then scheduled for Oct 2nd and, you guess right! The delivery still was not completed. Now they are asking me to take another day off on Wednesday Oct 6th. Is FOUR Days off for an appliance delivery a reasonable expectation?

By Unknown

Everyone beware of buying products at Sears. They have changed their policy on clearance priced items. You cannot return clearance items for full refunds, only Exchange within 10 DAYS. It is written on the receipt so its not arguable, and most management will point that out when you ask to speak to them. Also, if items are regular priced or on sale, if its purchased on your Sears or Sears mastercard, you have 90 day warranty, any other tender is only a 30 day warranty. Also, if you split how you are paying such as half cash, half debit, and you decide to return the item, it goes to a Sears Gift Card! So beware.

By xemployee of sears canada

Hello all ….reading this,

I would like to mention first that I feel sorry for most of sears employees and that it be known how much abuse they deal with on a daily basis,besides the fact that they are underpaid,and truly shown no respect by the (Management)so called ……….Ass. store managers and the corrupt leader big shot store manager who report to their corporate head office daily…..the truth is that there is nobody that trains new employees,they were fired long ago!

The customer service is beyond belief…………yes I know because I handled some of the problems or tried too…………it is absolutely unbelievable how this company or corporation stays in business……….why?because it prays on ignorant ,elderly,and immigrant people who just do not understand what or who they are dealing with until it is to late!

Sears makes up its policies as it goes and lies to everyone,and once they are cornered they ” the Management” does the blame thing to their loyal associates(employees)….. after first advising their highly overworked so called team leads to fix the problems that they really have no control over……..in other words TOTAL CONFUSION! and TOTAL LACK OF COMMUNICATION AT SEARS EVERY DAY !  in other words the right hand has no idea of what the left hand is doing and on top of this the management wastes thousands of the budgeted dollars(too save pennies) that could be spent wisely to fix things like filthy washrooms,air problems toxins,dust,unsafe work areas,ancient fixtures…………..but what they do is spend their money on biscuits and coffee and cold calls to unsuspecting customers that drop their names into the lame draws monthly or whatever!

I am horrified to believe I actually lasted almost to the end of my probationary time (wasted there) and still to this day can not get the place out of my head.

I am convinced that this horrible place will go belly up soon,even though it is run by Chase Manhattan Bank of greed…… and by the way I hope that the managers happen to read this  (rant) and then realize that they are responsible for making the hard working (untrained associates)………..that they don’t even trust ,look in the mirror and take the blame themselves…they no who they are !…….in 30 years of retail I have never seen such complete assholes run a circus act like they do!

I highly recommend that you do not work for sears and I advise you not to shop there either, beware!

Believe me please!

By Dougto

Never buy your appliances from Sears. The machines are fine but the service is terrible, really terrible. My new dishwasher didn’t work and I had to deal with their call centre. The first repairman came out in 10 days said he would come back in two days and I should make an appt - back through the call centre again- the best they could do was 10 days-again, had no record of the call… even though my machines are under warrantee I don’t think I will use them again.

By Peg

On December 17th, a large tree fell and pulled the mast for the electrical wires off of the side of our house. 240 volts of electricity was supplied to all of our electrical devices. Our new Electrolux wall oven was one of the appliances that was damaged.

I found repair information on the Electrolux website that directed us to contact Sears for repairs if that is where we purchased our oven. We called the Sears Call Centre, gave them the model and serial number of the oven and explained the trouble. They said a repairman would contact us.
Several days went by and it was getting closer to Christmas so I called the Sears number again. They were surprised that a repairman hadn’t contacted us and told us they would make sure someone called.

We got a call that day and Repairman 1 informed that no-one could come out before Christmas. He said someone would call to set up an appointment for after Christmas. So we were without an oven for the entire holiday season.

When we didn’t hear from anyone by Thursday afternoon, January 7th, we called again. Someone called back and set up an appointment for the following week. Repairman 1 came out, looked the oven over and said that the oven needed two parts, a controller and touch panel and they would have to be ordered in before he could fix it.

The parts took until the middle of February to arrive.

Repairman 2 called to say he was coming to install the part on February 12th. My husband noticed that he said part, singular. He warned Repairman 2 that there were supposed to be two parts. Repairman 2 argued and said there was only one part needed and that he knew what was the problem was and how to fix it.
Repairman 2 arrived and installed the controller. My husband had to point out to him that the oven touch panel was still not lighting up. Also, an error message was showing on the display. Repairman 2 then realized he needed a second part. He called in to Sears and the control panel had been too large to put into his parts bin. It was sitting on the floor, near his bin. He wouldn’t go back to Sears to fetch the part. He said he would come back next week.

Repairman 1 showed up the next Friday, February 19th. He had a small, opened part box with him. My husband told him it didn’t look like he had the right part with him. Repairman 1 said that Repairman 2 had given the box to him, saying it was what was needed to be installed. It turned out that it was the damaged controller that Repairman 2 had removed the week before. Repairman 1 called into Sears and found out the touch panel had been returned to the parts supplier. We were told there would be a delay while the part was ordered in again.

My husband also told Repairman 1 that the oven didn’t seem to be calibrated properly anymore. Repairman 1 said that was another issue and he would deal with it later. We had a dinner party the next day where we weren’t sure what temperature we were cooking things at and we had to stare intently at the touch panel to try to see the unlit buttons.

So, we still have a broken oven that gives random error messages and random oven temperatures, after two months. I’ve never waited more than a week to have any major appliance fully repaired, until now. It just seems like a comedy of errors….except I’m not laughing.

By Tanya

My husband and I went to the Sears home store in Ottawa as we are going to be purchasing a house within the next couple of months and buying things here and there. We had picked out a number of items and saw that there was a sale in the store and decided we were going to purchase 3 of the items we had on our list.

One of the items we were looking at was a cream chaise lounge. We had been in the same store a couple of months ago and were looking at getting a custom made one as the couch we wanted to purchase was red. The price (not on-sale) was $699 with the additional cost of re-upholstering it to a different colour based on what we chose. Needless to say we were very disappointed when we got into the store and the sale price on the chaise was $200 more than it previously was. Not only was that disheartening, the sales representative was one of the worst sales people I have ever dealt with.

We had already priced the chaise lounge out and we had let her know we were already in the store and the sales rep. we were dealing with showed us the swatches of other colours etc. we could have it changed to for an additional cost. We obviously knew what price it used to be and that the sale price was $200 more than the original price??. She informed us that a new style of the couch had come out in another store which brought the price up (basically the same couch in one of the other materials we could have gotten it upholstered in). She also very abruptly let us know that we could go elsewhere to try and find the same thing.

I am a small business owner and I know how the retail industry works. I did not appreciate someone talking to either myself or my husband as though we are idiots. You bought the couch in a different colour from your supplier and it brought the price up, we all know that is not true.

There was also another lounge we were looking at which was almost $250 more expensive on sale as well. Not only is this practice illegal they have not returned my phone calls or emails and it has been about 8 months.

Sears sucks and obviously does not care about their customers.

by Betty

Went on line to check a gift registry for a wedding.  Bought gift.  They asked did I want it in a gift box.  Well ya… if Im going to send it directly to the bride.

In the end I decided to deliver the gift myself.

The so called gift box was just any old carboard box they found . With sears lables of info all over it.

When asking them to explain themselves.  All sears products are delivered in plastic bags. We found you a box for 5 bucks.  I could do that for nothing. I still have to spend money now to wrap it. False advertising I said.

by aRegulahGuy

We moved last year and bought 3 large appliances from Sears to upgrade the house - about $5000.  We bought extended waranties on all appliances.  We called them in to see the LG dishwasher that was making a noice.  They came in and said it needed a part. One week later they repaired it and left. The next time the dishwasher ran it flooded!  That was 8 days ago. We still have not got anyone in from Sears.  Phone calls take 45 minutes to speak to someone.  The repairman did show up once unanannounced - we were not home - it was not scheduled.  He left a note.  We called back (45 minute wait) and now they say it will be a one week wait until someone comes.  Has Sears heard of a phone to call? Do not buy an extended waranty from Sears. Take you chances and support the local repair guy who will book an appointment and be at your house within 48 hours!

by Sea Hag

My Sears Kenmore Front  Loading washer needs service under warranty. First, I phone the 800 number to be told that it will be at least a 15 minute wait. It was. Meanwhile I grab my cell phone & call local store to complain about the wait to ANYONE. After listening to an advertisement & then going thorugh the push this number and that one, after some 10 rings an employee finally transfers me to a suitable manager - BUT have to leave a voice message which I did. After about 17 minutes, I get transferred to a ringing extension, then dead silence - have I been cut off? I had to move now to another floor where I had my applicance information & did not hang up although I did think I was now cut off. Whew - someone answered & apologized for long wait saying they were short staffed. The short story is that I have an appointment (servce person will call to confirm approx time) on Friday. This is Monday. I do mega loads of laundry in a week - this is acceptable service? And we haven’t even got to Friday - will they have to order parts? So I am left in a quandary, do I call my usual wonderful service folks, Dependable Applicances in Kingston, who will likely be able to get here today or tomorrow latest to determine the problem or wait for Friday & take my laundry to the laundromat (not close). This is not my first complaint with Sears service but I have work to do NOW.

by Tell Me About It

I really don’t care for the rip-offs at Sears — it makes my blood boil.  I HATE THIS COMPANY AND WOULD SUGGEST IF YOU CAN … BOYCOTT SEARS.

Anyone know how to get ahold of anyone in management to actually complain, or do they care?

Latest … I had cashed in my points from purchases in time to get a gift card … hmmm.  Well, I’ve been in the store many times but thought, no need to buy anything just yet.  Don’t see any clothes for my daughter (who’s 2), nothing for me … “I’ve got this card, but why spend it right away”… anyway, the day I go to spend it last month and put it towards my already reduced purchase … won’t scan.  Cashier contacts the office … is told that the card expired.  If I had used it within a couple of months after expiry they still would have honoured it, but they couldn’t honour it now  — too long.  Heck.  I had made purchases to get the points in the first place.  What a sham. Have to say, wasn’t the cashier’s fault that she was set up and I tried to be calm with her.  She was really a sweet helpful lady and told me that Sears is now owned by Chase Manhattan bank or some other financial company or other.  I can’t remember. She really tried to help me as I racked up to her all the rip-offs Sears has caused me.

I really DO HATE SEARS for all the grief and monetary losses to them over the years.  I would love to boycott Sears yet I’m a large woman and it’s still one of the only places I can shop (via catalogue) for any 1/2 decent plus sized clothing.  They hold a monopoly on my home appliances too.

Mind you, I have recently discovered some very nice lines on the Shopping Channel and have moved some business that way.

Anyway, time and time again with Sears … THIS CUSTOMER IS NEVER RIGHT.  My husband and I bought a mattress from them 9 years ago.  Well, it popped a coil that went through the mattress.  Guess what — they had to have record of the purchase — heck, it says Sears warranty on the mattress, why would I lie?  Then, they had to send the “Bed Doctor” out to take a look and coaborate that the mattress did indeed have a hole in it caused by a spring.  Well, I was to call — you know what I got from being told on the mattress that it was warranteed for 10 years — THE YEAR I BOUGHT MY MATTRESS (2000/2001) at that time the warranty was pro-rated.  Therefore, for every year I’d had the mattress it decreased in value — I was eligible for all of $350.00 towards the purchase of a new mattress.  And, they told me that they would tell the store that I would be coming in to make a purchase of a new mattress with that amount applied …. NOT.  Would you believe, they actually had the audacity to call me back and see if I was going to use that money.  (I can’t swear, but I’d like to here).  Now, apparently too, the later models, there is no depreciation on a mattresses’ value.  Or, so I’m told.

Other things:  I had a service warranty on my washer and dryer — do you think they ever pay me a courtesy call to remind me that the year is up and they should do service … NOPE.  When I read the fine print on my washer - the hose should be replaced apparently every 6 years — I told the appliance man — I wanted a new hose — (the machine’s 9 years).  Then the company called to tell me the service warranty was expiring.  Do you know what they were asking on a 9 year old machine — $240.00 bucks a piece I believe — that $580.00 for 2 items.  I laughed at the rep.  — can you imagine, I told  her “for that money, I’ll be investing in a new machine when mine breaks down”.

What # are we up to … I got stolen , yup, I say stolen $500.00 by Sears.  I was hhmming and hawing about going on a cruise (now this already goes back over 10 years — see what a bitter taste the company leaves in my mouth).  Without knowing whether or not I had the vacation time available to take off, I inquired about a cruise.  Well, the cruise would have been coming up.  And, pushing sales gal, I let her convince me to up my Sears credit limit.   She informed me that if I gave the card number she would put in the request to hold a ticket on the plane, but NOTHING would be official until I came in to sign for the ticket.  Well, that sounded okay because I couldn’t guarantee I’d get the time from my boss to go.  As it turns out, I have to take a bus to get to the store, had changed my mind and when I get there, … what do you know.  The tickets are already printed out in my name.  I DON’T WANT THEM.  So, what happens next, I’m charged the deposit fee.  Now, in hindsig
ht, I realize that you can purchase items over the phone on your card, but the sales person had misled me to believe no transaction was going to be formalized until I was in.  If that wasn’t enough — she wasn’t the one telling me it was a manager who really appeared to snicker.  I was out the $500.00 deposit.  (Mind you, my parents recouped me that since they were the ones who’d eventually talked me out of going and pursuing my opportunity to get the time off in the first place).

I HATE SEARS.

One final story — did you know that the same item in the store can be cheaper than the item in the catalogue.  They don’t necessarily have to be charging the same price.  I found this out when I went shopping with a friend.  I got the exact T-shirt she had boughten in the catalogue cheaper and reduced for a price lower than hers.  With the ticket incident still fresh in my mind, I told her not to let it rot and do something about it — somehow she succeeded where I always fail with this company and she got $50.00 back in merchandise coupons.  Good for her, but made me even more ticked.

Please, don’t get me wrong, I always have a level head when I’m speaking with the staff.  IT’S SUCH A COMPANY WITH SUCH A BUREAUCRACY AND I’M FINALLY RELIEVED AND GLAD TO GET MY FRUSTRATIONS OUT HERE IN A PUBLIC FORUM.  Thanks for listening.  I hope no one’s had it so bad with Sears as I have and hate them …my uncle even was employed with them for many many years.  I’d love for them to set things right and replace the wrecked bed this time … what they can do without paper trail anymore on the cruise stuff isn’t likely, but at least to treat me as the very best customer.

Other suggestions of places to shop so that I can boycott Sears would be great.

Also, reading the comments about Wal-Mart.  My hubbie has worked for them for over 14 years.  They do listen to the customer so make a complaint to Head Office.  Also, they would rather serve the customer than themselves.  Sorry for the bad experiences.  Not all’s true what you hear/see/read hear in Canada.  What I will say those is some stories — PEOPLE HAVE NERVE and it only takes one or two to wreck it for everyone.  My husband can tell a story of a person who (when the old policy was they would accept ANY returns, without receipt) of a person who literally had bought an outfit for Valentine’s Day and returned it day after Valentine’s … used.  Of course, they even got their money because that was the policy!

Now, I always check receipts. As Cam indicated, a lot of stores will make scanning errors — I’ve caught a few myself.  For this reason, as Zellers has, I often scan before I buy and I know where I picked up products, know if it looks like they’ll be a discrepancy and try to be a wise consumer.

That obviously doesn’t hold with my continuing to shop at Stupid Sears.

Love to hear comments about experiences with that store.

by terrarankin

Here is an email I sent to head office (sorry it’s long, but you will see why):

I would like a telephone response to this email by March 31st for the following concerns:

1.  An order was placed by my mother,  in September 25/08 for baby furniture for myself which consisted of 3 pieces being a 4 drawer dresser, 3 drawer chest and hutch.  These items were ordered as a gift for me and all calls, etc were to go through me, the person receiving the items.

2.  The 3 pieces were to be received in October (4 drawer dresser), November (3 drawer chest) and December (hutch).

3.  I called in December, as I had yet to receive any furniture.  The 4 and 3 piece will be in December.  Hutch pushed back to January.

4.  In December I received a call from the Orillia store that the 3 drawer had arrived.  I picked it up and the next day they called again to say that the 4 piece was there and they were sending it back if we did not come get it.  I explained that we were just there the day before and they only gave us the one piece.

5.  I called customer service and was offered a $100 gift certificate for the inconvenience.  I was informed that the hutch would be in January 21st.

6.  We picked up the 4 piece and put it together and at the end realized that we were sent 2 left side pieces of the dresser. We had to disassemble the unit.  I called customer service and they said to return it to the store and they would send an exchange.  I was offered a $25 gift certificate for the inconvenience. (I still have not received this, but was informed on March 24th I would receive it in 5-6 weeks).

7. I called customer service January 20th re: status of my orders.  4 piece was to be in this week and the hutch was pushed back to a date not determined.

8. On January 23rd i received a call that the 4 piece had arrived and that it was COD.  It was to be on my mothers Sears card.  Head office called my mother and the Orillia store and it was straighted out.

9.  On January 24th we picked up the 4 piece and the hutch was also there.  We got them home and realized that both pieces were the wrong colour.  One was a dark wood, the other an oak colour.  We ordered the Natural.

10.  I called customer service on January 24th and the representative was extremely rude and very unwilling to help in any way. We brought both pieces back.  Now we were to receive the pieces on February 27th.

11.  On February 28th we were informed that the 2 items were in.  However, for some reason, they were sent to the Chippewa store for pick up.  My mother spent an hour on the phone with customer service trying to straighten out that delivery was to be to Orillia and that the items were to be on her sears card.  She was given the impression that everything was straightened out.

12.  On March 2nd my mother was called that the pieces were ready to be picked up at the Bracebridge store.  Again, another hour on the phone trying to fix this mess.  They were going to purolate to orillia that day.

13.  I called Orillia store on March 3rd.  They had the hutch.  I called bracebridge store, they dont have anything.  My mother called bracebridge store, they do have the 4 piece there.  They will send to orillia by purolator tomorrow.

14.  For the next couple of days I was on the phone with the orillia and bracebridge store, and customer service several times trying to track down the item.  One time I called head office i was put on hold by an agent for over 15 minutes and I finally had to hang up.  No one attempted to call me back.

15.  My mother called head office to ensure that the items would be on her card. They assured her they were.

16.  On March 6th I called the Orillia store and both pieces were now there.  I picked them up on March 7th (I had to bring my mother’s Sears card because it was COD for some reason). Brought the items home, and the hutch was the wrong colour.  It was the oak colour.  The dresser had dings and a dent in it.  Mind you, these items were to go though inspection before they were shipped to me.

17.  On March 6th I called customer service as I just was fed up and didn’t know what to do.  At this point, I have an 8 month old baby, with only one dresser.  I was offered a $160 gift certificate for the damage of the dresser, as well as the travel to and from the orillia store.  The hutch was brought back and ordered again.  It was to be in on March 27th.  I was on the phone with head office for over 1 hour.

18.  On March 10th I happened to be at my mother’s house and sears called.  They said that the hutch was no longer available by the manufacturer (storkcraft).

19.  On March 11th I called storkcraft, they are making this hutch in this colour still.

20.  I called Head office and spoke with Kim who said that she does not know why I was told this as it looked like this item was in fact available.  She was going to look into it and call me back within 48 hours.  I did not receive a phone call back.

21.  On March 24th I called Head Office to find out what was going on.  I spoke with Stuart (I believe) who said that it was noted that the item was voided, not available.  He said it was noted that someone did call me, but that there was no answer.  I do have an answering machine so I’m not sure why a message was not left.  I was told that the $25 and $160 gift certificates were issued on March 19th and that I would receive them within 5-6 weeks.

I feel like compensation should be provided to be for the above and for the following reasons:

A.  September 2008 to March 2009 trying to order baby furniture and coming up in the end with 2/3 of my order and not even happy with the items i have now as I dont have the entire collection I wanted.

B.  Hours my mother and I have spent on the phone (I would estimate at least 4-6 hours).  My mother should have never had to be involved with this as I repeatedly told sears to only contact me.  My mother was constantly called instead of me even though I was constantly told that they had my number on file

C.  Driving time to and from the Orillia store

D.  Time spent putting together and disassembling items, opening packages, repackaging

E.  The stress and hassle for the last SIX MONTHS

I have never in my life experienced such a horrible retail experience.  I can say that the customer service agents were sympathetic to my situation and did try to help (except for one or two unprofessional service agents).  I hope that Sears will offer me an appropriate compensation for this.

FYI Sears did nothing more for me.  I called and emailed Storkcraft and they sent me the Hutch, FOR FREE! And they got it right the first time!!

by PC

I had a bad experience at Sears Canada.

I wanted to get myself organized and purchased a mattress bed set for my new apartment. I purchased it 2 months in advance in march so it could come in June. I received the reminder phone message 2 days in advanced that the bed was coming and to prepare to have the space ready. Well, that morning of the delivery Sears had the nerve to phone me and tell me that they couldn’t make the delivery. After lots of calls asking why when it was ordered 2 months in advanced all I got was answers that they apologize for the inconvenience the item never made the delivery truck. But, I kept on telling them 2 months in advanced that is not acceptable for a major store to have goofed up on. I ended up cancelling and went to the wonderful Sleep Country. There I paid a little more but, the delivery came through and they were nice. My end result is I am not going to purchase any major items again from Sears Canada and let everybody know about this Bad experience.