As part of a full kitchen upgrade, reader Sean purchased a $1300 dishwasher from Sears. Shortly after he received the unit, he realized it was defective. Sears directed him to an outsourced service company called OneSource. During the phone call to OneSource, Sean logged over 3 hours of hold time and was bounced around to 11 different CSRs, but they did nothing to help. Eventually, he got with Sears Executive customer service who said that they couldn’t replace the washer until July. Now, Sean can’t even wash his dishes because his hot water isn’t connected and his garbage disposal leaks water. Sean’s letter, inside…
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Sears Auto Sucks As Hard As Sears Repair
By 6.10.08
While Sears Auto may not be the division of Sears that leaves you without hot water for three weeks, or refuses to refund the money on the TV they never delivered, they are the division that magnificently screws up changing a tire then tries to bill you for the labor it took them to fix their mistake. Reader R writes in to tell us when he needed to replace a damaged tire, Sears Auto had the cheapest price. After three hours and two different tires, he left Sears Auto with the damaged tire he drove in with. Sears botched the first attempt at a tire change by giving him a tire in the wrong size, then presented him with a bill for the additional labor it took them to get it right. When R balked at paying to fix their mistake, the manager on duty put the busted tire back on the car. Classy! Read his story, inside.
Sears Loses $56 Million In The First Quarter, Experts Say Kmart May Have To Go
By 5.29.08
Bad news for Sears Holdings — the parent company of Sears and Kmart lost $56 million in the first quarter, and some experts are saying that boss Eddie Lampert may have to face up to the fact that Kmart needs to close.
America's Most And Least Admired Products And Services: Budweiser Is Good, Coors Is Not
By 5.28.08
Each year Fortune magazine does a survey to determine America’s most admired companies. We took a look at their data and found the top 10 most admired companies for the quality of their products and services. We also found the least admired.
UPDATE: Sears Changes Its Mind About The Definition Of "All"
By 5.28.08
If you read our story from this morning “Sears Kicks Off Holiday Weekend With False Advertising” you should remember Nazar who couldn’t get the advertised discount on his garage storage. He wrote to us with the following update:
Sears Kicks Off Holiday Weekend With False Advertising
By 5.28.08
Like many consumers, reader Nazar hoped to get in on some money saving deals over the holiday weekend. He spotted this advertisement (pictured above) in the Sunday paper for Sears, which clearly reads “ALL Garage storage on sale, 50% off – excludes closeouts.” Nazar headed down to Sears and picked out a garage storage unit, (not on closeout) but at checkout the Sears manager refused to give him 50% off citing that the sale was for the pictured unit only. Nazar’s letter and our advice, inside…
10 Confessions Of A Kmart Manager
By 5.21.08
Most people consider Kmart’s merger with Sears the marriage from hell. It should come as no surprise that this sinking chain is leaving thousands of upset customers and employees in its wake, which perhaps explains a letter we received marked “10 Confessions” from a person identifying his/her self as a Kmart manager. The confessions, inside…
Big Box Retailers Fight Back Against FCC's Recent Fines
By 5.20.08
Best Buy, Circuit City, and Sears are all contesting the FCC’s recent fines against them for not properly following analog transition rules in their stores, reports Ars Technica. Last week, Best Buy submitted a 41-page response (PDF) that claimed among other things that the FCC has no authority to fine them.
Peeping Tom Sears Manager Sued For $2.7 Million
By 4.24.08
It seems the floors aren’t the only thing that’s dirty inside Sears. According to Style Weekly, former Sears assistant manager, Robert E. Lee of Virginia, is being sued for $2.7 million for allegedly spying on a young girl and her mother through the ceiling tiles of a dressing room, while hiding inside of a “peeping hutch.” The alleged crime occurred in March, 2006 when Lee was discovered spying from the masturbation station, strategically located above the ladies’ dressing room. The young girl, whose age is described as “prepubescent,” is said to have been traumatized when she suddenly noticed Lee leering from the ceiling while she and her mother were trying on bathing suits. Lee admitted his culpability. The lawsuit states, “During the search of the room, police officials recovered sexually explicit magazines and seminal fluids.” Oh Sears. Before we were only ashamed of you, but now that shame has grown into disgust, with loathing not too far off in the distance.
Sears Confiscates Your Coat For Attempting To Return It And Buy It Back For Less
By 4.21.08
Reader Nick’s mother bought a coat that was on clearance at Sears. A week later she saw that the coat had been marked down even further, so she brought it back and asked if she could return it and then buy it again for the cheaper price.
Warranties: "It's Been 3 Weeks. I Don't Have Hot Water, And Sears Doesn't Care"
By 4.16.08
Reader Christina has a (broken) water heater from Sears. It’s covered under a warranty, but Sears isn’t willing to replace it. She’s been without hot water for 3 weeks and Sears just doesn’t care.
Sears Offers 10% Bonus To People Who Convert Stimulus Checks Into Gift Cards
By 4.16.08
Sears is pretty desperate for that stimulus check money. They’re offering a 10% bonus to anyone who converts their stimulus check into a Sears Gift Card.
Follow-Up: Citibank Steps In, Forces Sears To Remove The $1070 Charge
By 4.15.08
Tom just sent us a follow-up to yesterday’s post, and it’s good news:Score another one for The Consumerist! This morning I contacted Sears’ Executive Customer Service Department. They attempted to contact the store manager on my behalf. I stress “attempted” because they were hung up on too.
Contact Sears Public Relations
By 4.15.08
Unlike other companies, Sears seems a fortress of indifference; our readers, even after arming themselves with our standard escalation kit, dash themselves against their facade like a spray across the face of a giant stone statue of Stalin that for some reason had found itself in the ocean. One reader says he’s been able to get traction out of calling the Sears Public Relations department: 847-286-8371. ” I have used this number before and things have worked out pretty well,” he writes. It’s worth a shot, especially if we’re talking about $1070 they’re refusing to refund for a TV they never delivered.
Sears Refuses To Refund $1070 For TV They Never Delivered
By 4.14.08
Update: one day after being posted here, the issue has been resolved. Sears strikes again! They sold Tom a TV for $1,070 on Black Friday last November. “Of course, it wasn’t in stock but they assured me that they could order it,” he writes.
Sears, Best Buy, Wal-Mart And Others Fined For Not Warning Consumers About Analog Obsolescence
By 4.10.08
The FCC handed out a whole basketful of fines to electronics retailers today: $1.1 million for Sears and Kmart; $992,000 for Wal-Mart; $712,000 for Circuit City; and amounts between $168,000-384,000 for Target, Best Buy, CompUSA, and Fry’s Electronics. What made Christmas come so early? They were all failing to warn consumers that analog-only TVs and tuners will stop working on their own when the digital switchover comes next year.
Sears Takes Customer Account Security 80% Seriously
By 4.10.08
On Wednesday, April 9th you received an email with the subject line “Get $25 From Citibank”. We recently discovered that the email we sent to you incorrectly contained the salutation “Dear Donna Robinson” rather than “Dear MATTHEW F”. We apologize for the confusion this may have caused and want to assure you that the email is a legitimate Sears card email.
Oh Sears. Well, according to Matthew F, at least the account number was his.
7 Confessions Of A Sears Electronics Salesperson
By 4.9.08
A Sears electronics salesperson has generously offered to share some insider knowledge of how the game is played at Sears.
