Sears Loses A Nexus 7 Sale, Misses The Point

Sears Loses A Nexus 7 Sale, Misses The Point

Bill has been a loyal Sears customer for most of his life. They happen to sell the Nexus 7 tablet, which he wanted to get for his wife for Christmas (hope she doesn’t read Consumerist) for a competitive price, and he could get Shop Your Way rewards points. Score! He ordered up the tablet online, then headed over to the store to pick it up. Then things started to go terribly wrong. [More]

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The Future Of Sears And Kmart Depends On Cross-Selling, And They Suck At It

It’s Christmas tree buying season! Alan and his wife shopped around and found a spiffy fake spruce on Sears’ website. “In stock from Kmart,” said the Sears website. Well, then, they’re part of the same company: it shouldn’t be difficult at all to go to Kmart and get them to match the Sears price. Right? [More]

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Sears Will Do Just About Anything To Not Fix My Cracked Boiler

For almost two weeks, Consumerist reader Jim has simply been trying to get Sears out to repair his cracked boiler. Instead, he’s been given three separate appointments just to verify the existence of the crack, none of which have resulted in anything being done to actually fix the problem. [More]

(Great Beyond)

Sears Parts Direct: Free Shipping Means We Only Charge You For Shipping Once

A chat customer service representative at Sears Parts Direct advised Jan about which part she should order for her garage door opener. They advised her incorrectly, which she figured out shortly after placing the order. It was too late: the wrong order couldn’t be reversed. A second chat agent offered to order the correct part, with free shipping. Jan interpreted this to mean “we’ll refund your shipping for the first, erroneous part, too.” Not so. [More]

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Sears Has The Tires I Ordered In Stock For Anyone But Me

Ally is a tireless disgruntled former Sears customer. We don’t mean that she’s tireless in that she’s working without ceasing to take down Sears. We mean that she really needs some new tires, which she ordered from Sears last week. She called them up to make sure that they had her tires in stock, and they did. When the time came for her service appointment, though, she found out that Sears didn’t have the tires in stock for her, and they couldn’t explain why in a clear way. What they could provide her with was a hold on her bank account because she had originally ordered the tires with her debit card. So that was awesome. [More]

(Tortuga One)

Returning Tools To Sears Should Not Be This Complicated

Oh, Sears. They sort of want to become a modern retailer, but don’t know how. They just can’t figure out this whole 21st-century retail thing. E-mail reminders? Returning items online that were purchased online? Too confusing. Too modern. Make it go away. Jim is the rare Consumerist reader who has no complaints about Sears, even though he actually shops there. But even he admits that his recent experience returning some Craftsman tools was needlessly complicated and required a lot more steps than it should have. [More]

September Recall Roundup: The Care Bears Will Choke Your Baby

September Recall Roundup: The Care Bears Will Choke Your Baby

In this month’s Recall Roundup, light fixtures plummet from the sky, bikes fall apart while you ride them, coffee makers explode from steam pressure, and the Care Bears try to comfort your baby, but could end up choking it instead. [More]

8 Appointments With Sears Repair, Stove Still Isn't Working

8 Appointments With Sears Repair, Stove Still Isn't Working

TJ is fortunate that she and her husband work from home. If they worked regular clock-punching jobs, they would have needed to take eight days off for their ongoing Sears repair fiasco involving their stove. Their home warranty company requires them to use Sears Repair, but at this point maybe they’d be better off going with another repair shop and paying out of pocket. Actually, at this point they might be better off tossing their stove out a window and pretending it had never existed. [More]

Sears Dishwasher Includes Free Live Snake, Customer Is Unhappy For Some Reason

Sears Dishwasher Includes Free Live Snake, Customer Is Unhappy For Some Reason

I’ve shopped in enough pet stores to know that people will pay good money for snakes. One Sears customer in California got all upset yesterday when Sears came by her house to deliver a new Kenmore dishwasher from SearsOutlet.com. It was missing a few parts, which annoyed her. Oh, and there was a live snake taped to it. [More]

Not To Be Outdone By Toys 'R' Us, Sears & Kmart Also Drop Layaway Fees

Not To Be Outdone By Toys 'R' Us, Sears & Kmart Also Drop Layaway Fees

UPDATE: A rep for Kmart and Sears tells us that the report we cited has it kinda wrong — right now the free layaway is only on for Kmart, and not Sears. Bummer! [More]

I Might Get My Craftsman String Trimmer Back Before It Snows

I Might Get My Craftsman String Trimmer Back Before It Snows

Patrick didn’t say where in the country he lives, but in most of the United States, people don’t need string trimmers year-round. Their grass and weeds grow from maybe late spring to maybe early fall. He bought a new Craftsman string trimmer from Sears back in April, just in time for the plants to start growing. He had a problem with it about a month ago, so he brought it in to the store so Sears could make good on that two-year warranty it came with. That’s when he learned that thanks to the glacial speed of repairs, he’ll be lucky if he sees his string trimmer again before the end of the summer. [More]

Sears Begins The Great Spin-Off Of Its Hometown & Outlet Stores Into Separate Company

Sears Begins The Great Spin-Off Of Its Hometown & Outlet Stores Into Separate Company

Spin-offs can work out well in some cases (right, Frasier fans?) and not so well in others (yep, we mean you, Joey) and in dealing with its Hometown, Outlet and some hardware stores, Sears is hoping everything goes swimmingly with the formation of a completely separate and publicly traded company. [More]

Sears Recalls Dehumidifiers Because Fire Is Not A Safe Dehumidification Method

Sears Recalls Dehumidifiers Because Fire Is Not A Safe Dehumidification Method

Yes, it’s a story about a Sears appliance, but not about its misdelivery or problems with getting it repaired. Well, sort of. If you bought a Kenmore-branded dehumidifier from Sears or from Kmart between 2003 or 2009, unplug it right away and get in touch with the company. More than a hundred overheating units have been reported to the Consumer Products Safety Commission, and some have caught fire or melted. [More]

Sears Delivers Damaged Fridge In Wrong Color, Won't Return Your Calls

Sears Delivers Damaged Fridge In Wrong Color, Won't Return Your Calls

J. found our tipline and wrote in, but clearly has not been a regular reader of Consumerist. We make this assumption because he bought a refrigerator from Sears, and assumed for some reason that things would go well. They did not. After the delivery team took off without calling because they were irrationally afraid of his driveway, they returned and dropped off the wrong color refrigerator with a massive crack in the door. Now they won’t answer his pleas for an exchange. [More]

No, Sears, That’s Okay, We Didn’t Really Need A Working Refrigerator

No, Sears, That’s Okay, We Didn’t Really Need A Working Refrigerator

Kristina’s Sears misadventure began with an icemaker. She lives with her aunt, and the icemaker/water spout on the refrigerator started leaking. The aunt decided to replace the appliance, so they headed to Sears. There they found a lovely Samsung fridge marked down on clearance. Why was it on clearance? Oh, you see, another customer had ordered it, then changed their mind. But it was still a new appliance purchase from Sears’ point of view, and would be covered by the manufacturer’s warranty. It was when the fridge was DOA that everything began to go horribly wrong. [More]

Report: Sears Is Failing Because It Spends Next-To-Nothing To Maintain Stores

Report: Sears Is Failing Because It Spends Next-To-Nothing To Maintain Stores

There is a common trap that big businesses — especially retailers — fall into when it comes time to cut costs. Sales decline and fewer people come into the store, so the company starts chipping away at expenses that were high when the store was in favor. In the case of once-great retailer Sears, its decision to neglect the upkeep of its retail locations may be what’s keeping it from catching up to the younger big box stores. [More]

Sears Might Need Customers But Bears Are Not The Most Ideal Shoppers

Sears Might Need Customers But Bears Are Not The Most Ideal Shoppers

Struggling retailer Sears should be cheered by the fact that it still has customers who want to check out its electronics — even if said customers happen to be fuzzy, 150 pounds and well, bears. A young brown bear wandered into a Sears over the weekend at a mall in Pittsburgh, but wasn’t even allowed to look around before it was tranquilized and taken away. Meanwhile, one of its furry friends showed up later for some grub. [More]

Sears Wants Me To Pay For Non-Installation Of Non-Working Dishwasher

Sears Wants Me To Pay For Non-Installation Of Non-Working Dishwasher

Like many Americans, William thought that Sears was a solid, reputable retailer. After all, they’ve been in business for a century and it seems like everyone had Kenmore appliances in the vaguely defined past. Then a customer like William, who has vaguely positive feelings toward the brand, goes and actually makes a purchase from Sears. That’s when everything all goes to hell. In William’s case, Sears wants him to eat the installation fee on a dishwasher they delivered to him that never worked. [More]