Report: #1057003

Complaint Review: Sears Holding Corporation

  • Submitted: Thu, June 06, 2013
  • Updated: Thu, June 06, 2013
  • Reported By: hawthorne — Atlanta Georgia
  • Sears Holding Corporation
    3333 Beverly Road
    Hoffman Estates, Illinois

Sears Holding Corporation, Katherine Casey. Sears Outlet, Tucker, Ga. bait and switch. false information given then denied. Hoffman Estates Illinois

*Author of original report: After some intense thought.

Show customers why they should trust your business over your competitors...

 The refrigerator we bought from sears outlet was delivered 5 25 13. It took us a long time to choose and we think it best for our kitchen. we only have one concern. It does not refrigerate. I have called customer service many times. mostly they cant find our information and put me on hold sometimes up to 40 minutes and the call just ends. my e mails are answered however they usually don't have anything to do with my concern. The store manager will not give me the information Im asking for. I e mailed her 3 times asking her for specific information and it was not addressed. I could go on and on.

I scheduled a service call and was told they would call me 24 hours before arrival.  After a few days I called again and was told there was no appointment.  I tried again.  This time I got a confirmation e mail.  However it was in a strange name and the customer service person told me I no longer had a warranty for my 2004 refrigerator.  After 20 minutes on the phone it was not corrected.
I have meticulous records of all phone conversation, names, ids when provided, and correspondence.  Despite this, I am told different versions of the same things.  When I finally reached Katherine Casey, I thought the concerns would be addressed.  She immediately got a service person there to see if it could be fixed.  She helped me get a temporary refrigerator that same day.  It turns out the refrigerator they delivered had a factory defect and could not be fixed.  Holly insisted that every appliance in their store is tested, and gave me specific details of how tested, before selling.    According to the service person the refrigerator would not have worked from the factory so Im cautious that it was tested, or was and ignored and sold anyway.  When the temporary refrigerator arrived the delivery people asked me to smell and look at the damage.  It was completely scratched up on the side, the doors dented and it smelled.  The delivery told me if I took this I was accepting it as an exchange for the faulty one. The refrigerator I initially bought did not have a scratch or dent.  I told them it was only temporary and asked they call Holly.  Instead they left.  With the refrigerator. 
I was without a properly working refrigerator from 5 25 13 until 6 4 13.  The Outlet  Store manager Holly Furguson has stalled many times and withholds information and denies later what she says in earlier conversations.  I finally got in writing,after e mailing her multiple times, from her that after I buy another refrigerator from Sears, she would reimburse us with any additional costs and pay for the shipping.  At that point I informed Katherine that although Holly had told me there were not any more of the model we chose availible, I found one on the outlet website.  And it was new.  Holly told me there were not any new ones anymore.  Earlier Holly said she would give us a new refrigerator however it was different.  Katherine suggested she call the store in Waterford and try to hold it while she got Holly to set up the delivery.  I spoke with her later and she informed me that the item on the website was an error and it wasnt available.  I asked her since they were continually adding them to the website, if I found one that night I would pay for it and then be reinbursed.  So I did.  the receipt was forwarded to Katherine and Holly.  the day after she denied saying this.  and she cannot be responsible for the additional costs and shipping.  We have now invested more than a thousand dollars over what we initially paid for the first one.  and the food we bought spoiled.
The new refrigerator is now sitting at the store in Florida to be picked up.  Katherine now denies telling me to buy the new one and Holly would work on delivery and, it seems, has decided to stop workiing with me.  She is ignoring my e mails.  And I have asked Katherine to refrain Holly from contacting me by phone because of her confrontational and itimidating attitude.
so to conclude, we were without a proplerly working refrigerator for over a week, the food spoiled, the service appointment had aparently not been made, although I have a recording that it was, the second appointment was confirmed in a strange name, the temporary refrigerator delivered Sunday was not brought into the house because I was unwilling to agree that the damaged one was a final exchange, the refrigerator was found to have a factory problem and would not have worked before being delivered to me, and, in good faith, now have paid for 2 refrigerators and although I records show I got confirmation to buy the new refrigerator, that it would be delivered, it is now being denied.
The store manager did offer a new refrigerator however it s not the model we decided on. There are more of the same models available and I have been trying to get another one. she said we would have to buy another refrigerator from a different state and pay to have it shipped. She agreed to pay the shipping charge and I think any additional cost. Without confirmation about the amount we would be reimbursed we are uncomfortable putting a thousand more dollars without knowing what would be reinbursed.  At this moment there are about 58 of the same available. they are not making them anymore so we must act fast to get one. and instead of giving us the information we ask for she is being confrontational and intimidating. I happened to find one online at her store and she sent it out today, however when they came to deliver it they ordered me out in the rain to the truck to inspect. we knew about a dent on one of the doors which she said they would switch. we did not know however the side was completely scratched almost to the point of being white. because she did offer a working refrigerator until we resolved this I told them to get it in the house however this might not be what we agreed on and might have to be returned. The delivery man told this is it. if I accept it there would be no more exchanges. This is different than the agreement with store manager. I asked they call her to check. instead they simply left. The food is spoiled and we have not had a working refrigerator for more than a week.
last week I did set up an appointment for service... I thought. it turns out it was not set up, although I have phone conversations saying it was. so I set up again. I just got my confirmation and they set it up in a strange name. and while on the phone they told me I did not have any warranty on my 2004 refrigerator.
thankfully Ive had the pleasure of dealing with att customer service and learned to put all problems in writing and record phone calls.
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#1 Author of original report

After some intense thought.

AUTHOR: hawthorne - ()

Without the help of Holly Furguson and Katherine Casey, we would probably still be without a working refrigerator.  Although not satisfied completely with their service, without the horrible customer service preceeding my speaking with them, I would not have been as distrustful and would not be looking as closely at every discrepency.  Any frustration I had with them was magnified by the distrust and frustration I had with the sears corporation as a whole.

there comes a point after being told by the employees answering the phone for customer service that they dont have any infomation showing your account, were given multible different ids by the same employee, were told there was not a service appointment scheduled when you have details of conversation showing you did, when the second appointment confirmation is made under a strange name, when they insist you have no waranty on your 2004 refrigerator, 

when you are told notes were being added to my account that werent including confirmation that I called in 3 days to report a problem, therefore being told I did not call in the proper amount of time to report the problem, being told because I had not bought the extra protection there was a problem, being put on hold for up to 40 minutes only to have the call simply end which happened many times, that I dont know what to believe.  I could go on and on.

It did make me think about what a difficult job Holly and Katherine have.  How overwhelming it would be dealing with so many unsatisfied customers.  

And there are many.  Looking at social media and different websites it was interesting to see how much more upset and frustrated customers are with sears than any company I had seen, including att.  And the same issues I am having. 

I have to admit that Holly and Katherine were the only two out of many many employees that tried to help the situation.  yes, I now have 2 refrigerators, one in Florida and am out over a thousand dollars over what I paid for the one that didnt work.  but I have to give them credit.  They were the only two to help and take it seriously.   

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