Sears.com

I have nothing but good things to say about my experiences with searshomecenter.com. On Monday, 1/29/07, I placed in order with searshomecenter.com for a twin-sized headboard. I received my order on Friday morning, 2/2/07. The order was accurate, and I was pleased with the delivery speed.

In December 2006, I ordered a bedrest as a Christmas gift. The order arrived quickly, and as an added bonus, a decorative, large cloth drawstring bag arrived with the bedrest to use for wrapping the gift. I have re-used that bag several times since then for other large items.

In December, 2005, I ordered sheets and a comforter for my daughter's bed. Again, quick delivery, and it was a cute pattern.

The Sears home center site is now the first place that I go for home goods.

The service I received from Sears was terrible. They did not deliver what they said they would and when I called to question their service, they said my expectations were too high!

Sears shipped 2 refrigerators; both arrived dented! They came with a little styrofoam on the corners and the rest was wrapped in plastic, giving next to zero protection! After I rejected accepting the first one, they "assured" me they would inspect the next one before delivering to ensure it was in perfect condition. WRONG!! I figured I'd give Sears one more chance after it took them three tries to get the heat pump delivered and installed correctly. As I've heard many others say.... This is not the Sears I used to know! It's no wonder the company is in trouble. I've finally learned my lesson! I urge everyone else to learn from my experiences and not shop at Sears (at least for major home appliances).

I ordered a couple of things online for instore pickup and didn't get around to picking them up (stupid me - I know). When I called and asked for a refund they refused, took it to the Better Business Bureau and they still refused, saying that I hadn't actually paid for the items even though I faxed them the bank statements showing the withdrawals. The next step is small claims court, I guess, although that's a pain in the butt. I will never, ever shop at Sears again.

Sears took 2 weeks to deliver. Called night before to give estimated time. Driver was 1-2 hours late - we had to go out to find him when he came into our development.
When I called to return it the customer service rep was very cooperative. We did order a different refrigerator, and they still honored the discount we had on the first one.
We'll see how this works out, but Sears has been good to work with so far.
Even though we went to the store to look at the model we ordered, they are never hooked up to water, so we would have still returned it if we ordered it from the store versus online. We'd most likely order from sears.com again.

In April of 2006, I purchased all new appliances. I especially love my new washer and dryer(The OASIS) and my new Kenmore Elite range. Cooking on that stove is awesome!!! It's a whole new experience in cooking. I'm reluctant to say tho, that I do have a complaint about the stove's design. It seems when you're cooking, stuff splashes from your pans and ends up getting into the vents on the oven door and runs down the glass. So, you end up with a beautiful stove that looks like you never clean the glass. Also the raised enamel edge on the front of the glass top, will scratch and chip very easy. I try to be extra cautious so I don't harm it. If your design department ever comes up with a solution to either of these problems, I would like to be notified and would greatly appreciate any upgrade that you may have.
Respectively,
Shirley Hack

I have been trying to order a Sears garbage disposal online for an hour, and just gave up.  Prior to that, I walked out of the Sears store because none of the sales persons could answer any of my questions about their different models.

The Sears/Kenmore disposal #60572 is what I want, but I will probably end up paying more for another brand because buying from Sears is so difficult.

I read that Sears is not doing too well right now.  There is a reason for that!

Doug in Portland

I made the mistake of ordering a set of patio furniture on sears.com. I received a confirmation of my order shortly afterward. When I did not receive a notification that the merchandise was available for pickup in the store within the specified timeframe, I called customer service.

After about 30 minutes on the phone I was connected with a supervisor who advised me that the order was never processed and that the set I ordered was now out of stock for the season. He then hung up on me.

This is not the first bad experience that I have had with Sears. It will be my last - I'm done with them!

Rated 1 (poor) - 5 (best)
Overall satisfaction - 0 - the response to my email on order was not answered.

customer service - 0 - I was routed between delivery and Sears.com agents and never got a resolution only an excuse that she wasn't a web expert!

order accuracy - 0 - the website stated availability as current. when order was placed it was 3 weeks out.

delivery speed - 1 - I wanted my item within the next week. No one could verify that the item really wasn't in stock. The answer was that I could cancel the order and take my chances that I could get my discounts at the store.

If you place an online order with Sears, don't believe that you are actually placing an order. I bought a washer from Sear's web site. The order was processed and I was told that the someone would call me within 48 hours to arrange delivery. After two days I hadn't heard from anyone, so I logged into the order status page. It only said that the order had been processed. Later that day I received an email from Sears saying that they no longer had the washer I purchased and that my order was cancelled...nothing more.
Six or seven years ago, not being able to manage inventory through an e-commerce site was excusable, but for a company this size there is no excuse for this level of miscommunication.
That was my last attempt at ever giving Sears business again.

I would not shop sears on-line again. When we went to the store to pick it up at Curb Side pick up, they gave us a returned item that was opened and repackaged. Furthermore, some of the parts were missing. When we called the store, they said it was an on-line issue. The Sears on-line people said it was a store issue. After Sears National Customer Service called the store, they were happy to order the part; however, it never arrived. When Sears national customer service looked into it a month later, it turns out the store never ordered the part. We've had the fitness center for a month without being usable. Should we charge Sears interest? Don't use there on-line site!! It's a scam. You will receive used or return products.

I do not recommend buying on-line or at the store even. Sears.com made me feel like I should have been so happy that they wasted my time, made me feel like I was a nobody and to employ staff that don't even want to deal with me. I ordered a microwave oven and was sent an e-mail confirmation stating that the appliance was ordered and that I should call to confirm delivery. When I called to confirm the young lady didn't know what I was talking about and stated that there was no such order. She even questioned that I made the order stating "user error". I asked to speak to her manager and she hung up on me! Why bother shopping at the Main store when the on-line store treats you like dirt and jerks you around. I am boycotting Sears and hope that others follow my example. I think once we hit them where it hurts (like in the wallet)then maybe Sears will try to do better with their service on-line. After all, not all of us have time to drive an hour to the store to get harassed about something that was incorrectly ordered!

They make it tough to shop here. I purchased a pressure washer that didn't work, exchanged it then a part of the second machine didn't work. It was a huge pain to exchange that part. Do yourself a favor and shop at Home Depot or Lowe's.

I wish that I had checked out epinions.com before I ordered a bicycle for my daughter for Christmas. I thought I would be OK ordering from a major retailer. Boy, was I wrong.

I had ordered the bike from their website, and it was listed as "in stock". I received a confirmation email shortly thereafter (Dec. 19th)

After several days, the online status of my order was still listed as "Processing", so I called customer service to find out what the status of my order was, and i was told that they would put a note on my order to check with their vendor. I called a couple days later (Dec. 27th), and was told they usually hear from their toy vendors on Tuesday or Wednesday, so I decided to wait until the following Monday (Jan. 3rd) to call if I didn't hear from them. They did send me an email on Jan. 2nd to let me know that they were CANCELLING MY ORDER.

As I said in my email response to their cancellation of my order:

Good luck with that K-mart merger. Two wrongs don't make a right, ya know.

I ordered my item on-line to be picked up in the store. The site was very easy to navigate, and within minutes of making my purchase I received the confirmation that my order was ready to be picked up. I didn't have to park at the mall, there is a pick-up site. The kiosk that I needed to swipe my credit card in order to verify my purchase was very loud, and rather amusing. However, there is a monitor that shows individuals that are waiting for their items, and how long they have been doing so. The average wait time was about 2 minutes. But, after 2 minutes I was moved to the completed orders side of the monitor. Same as the other 5 people that were waiting for their orders. Between all of us, the average wait time was really around 20 minutes. My order did come out, though, and they carried it out to my car for me.