Poor Customer Service at Sears Canada

I purchased a 25 Cu Ft refrigerator 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 specifically 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?

9 Responses to “Poor Customer Service at Sears Canada”

  1. 0

    Joe says...

    This sounds like you copied and pasted an earlier thread posted here. You should have changed the delivery dates - how could they possibly do this: “Now they are asking me to take another day off on Wednesday Oct 6th. on February 8th - the day you posted this.

    Nobody intelligent cares if they were Indian or Black - you are just trying to incite a reaction.

  2. 0

    Anna says...

    My experience with Sears…


    This is just simply unacceptable. Poor customer service at the extreme.

    We spent over $11,000 in appliances, paid $160 for them to be delivered. We actually ordered our items in and had them delivered to .
    Waiting 2-3 weeks after we have waited 3 weeks for our money to be refunded is extremely poor customer service. If you aren’t aware, the bank charges for each credit card transaction. My husband and I could have used our credit card, but felt that we wanted to get the “best” possible deal we could when purchasing items for our new home. What is unbelievable to me, is that our local furniture store - Konto - has provided supreme customer service as well as supreme customer satisfaction when we only purchased a dining room set from them. Hardly comparable in prices but they actually value their customers and do what they can to ensure their satisfaction. If we knew then what we know now, we would never purchased anything from Sears. And I can promise you that I will tell every single person I know, post on every available blog and continue to pursue this until my husband and I feel we are compensated.

    I want this issue moved to the district manager or the president. If you aren’t able to do so, advise and I will do so. I feel compensation is warranted at this point and will not stop until I find some sort of resolution.

    —–Original Message—–
    From: webmaster@sears.ca [mailto:webmaster@sears.ca]
    Sent: March-22-12 8:44 AM
    Subject: CASE: 2045731 Marie-Lynne / Sears Canada - Action Requested

    Hello Thank you for contacting Sears.

    Your file has been reviewed, and we see that the sofa purchased was ordered from our Dealer store in, and delivered to our Catalogue pick-up counter in Alberta.
    Unfortunately, because this was a purchased sent to a catalogue outlet, this outlet, cannot credit or refund you the cost of this purchase. Only the purchasing store can do so, once the merchandise is returned.
    This is a purchase that was paid cash so the store will be requesting a refund cheque be mailed to directly to you.

    Please do accept our most sincere apologies for all the inconveniences this matter is causing you.

    Best regards,


  3. 0

    Anna says...

    Still waiting for money…

  4. 0

    Matt says...

    I bought a front load washer from sears, even paid for the extended warranty..

    just over a year later, I had an issue, called Sears… the repairman that showed up didn’t have the part, said sears didn’t have the part.. and it would take 3 weeks to get it.

    Don’t know about you… but generally I don’t have enough clothes to go 3 weeks without doing laundry.

    Long story short, it is almost 2 months later now… no part… we call sears and they promise to address the issue and call us back… but they don’t… I’m still sitting here with dirty clothes and a 1200 dollar paper weight.

    most recent discussion… they will investigate and call me back (don’t hold your breath, they didn’t call back the other 6 times they said they would)… but they might buy it back, at what they beleive the current value is, but I have to buy a new one from Sears… how much you want to bet that I’d have to pay for delivery, and dispose of the old one myself

    My advice to you all, don’t buy from Sears (there is a reason they are closing stores), but if you must, never buy the warranty… they will not do anything to help you, because they’ve already got your money.

  5. 0

    Herman says...

    I fully agree that nowadays Sears Canada does not have any customer service at all. I have personally encountered two ugly cases recently, with the Sears Store at Richmond Hill, Toronto, Ontario.

    The first case involves the installation of a Kenmore dish washer. To cut the story short, because the Sears installer was unable to take out the old one, also of Kenmore brand, from beneath the counter top in the kitchen, I had to engage my own handyman to do the job (in order to install the newly bought one). According to my handyman, the Sears installer neglected that there was an electricity wiring inside the old dish washer, hence was unable to pull it out.

    The second case concerns a return of Sony TV. One evening I ventured into the Sears store looking for a “True LED”, the salesman introduced a Sony TV me. As soon as I got home and opened up the box, I realized it was an “Edge LED”. So early next morning I approached the Customer Services counter with the hope of explaining my case. To my great surprise, the manager there was so rude and arrogant that he basically wouldn’t even let me speak. He simply ruled that (i) all LEDs are LCDs and all LEDs are Edge LEDs, and (ii) a 20% box fee must be charged for a return.

    It is worthy a note here: (a) the nearby Best Buy and Future Shop stores both allow a 30-day period for return while Sears insists on a 20% box fee; (b) the manager in the Customer Services counter mentioned above is a “Business Development Manager”, not a “Customer Services Manager” as one would expect; and (c) the business cards of Sears store there show the first name only, as if Sears is some kind of a flight by the night company.

    I’ve been a loyal customer of Sears for over twenty years, but nowadays I refrain from entering any Sears store after the above unpleasant experiences.

  6. 0

    Greta Goodman says...

    My experience with Sears is totally different. I have amazing experience with Sears Metrotown, Burnaby, BC. Especially major appliances department and shoe department as well. They provide one of the best service for department stores in Great Vancouver area.

  7. 0

    Devan says...

    OK….Bought a dishwasher from Sears and had it delivered to the Sears outlet in Carbonear….had to call to find out that it had arrived and we weren’t called. Went to pick it up and was told it was in behind a load of other furniture and if we wanted it we had to move all the other furniture out ourselves ,get the dishwasher then put all the other furniture back in…..or wait until all the other furniture was picked up then they would call us. We will never have anything delivered to the Carbonear outlet again. All I can say is WOW!

  8. 0

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  9. 0

    Pascal says...

    Hi all,

    I’m in the process of trying to get my washer repaired by a Sears technician, and quite frankly I am shocked by the service. His initial visit was a few weeks ago, he told me he needed a replacement part that would take 5-6 business days to arrive. He then calls me back two days later: can you give me your washer model and serial number? At $190 an hour, I would expect he would have taken those down! Or at least call promptly, not two days later.

    Since then, everytime I call him to get a status update, I have to give him a 5 minute description for him to remember who I am (my name is x, I live at y address, washer needed a replacement part, remember? we spoke on x and y occasion, missing part that you ordered…). Then he tells me to call Sears directly. Then he remembers who I am, and says he can’t know when the part will arrive. Meanwhile, my girlfriend and I realize that a washer is a very essential appliance!!!

    Where do they get these people? How low will the Sears brand value fall before someone grasps the severity of the situation? It’s so ironic that on one end they spend millions on marketing to drive traffic in their stores, and on the other they turn away customers forever, and those customers tell everyone they know and post on messageboards like this one to warn others. Wake up Sears, before it’s too late.

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