Sears
Reviews and Complaints

I purchase a sears Kenmore 500 washer I did not purchase warranty because I was replacing Kenmore washer which I had for 10 years, I also purchase a dryer and a 20 inch tv the same day. Today which is 4/6/11 I was useing the washer and notice the cold water was not going in the washer. I went on-line to the Blue - Crew which is Sears customer service for repair hoping to get some assittance only to get get an apointment for repair with two options of paying (1) if I purchase a $219.00 warranty for a year (2)Pay $129.00 plus parts. This seems like a rip off when the washer is not even 14mths old. I then call Sears [protected] and spoke with customer rep. who stated he could have a repair out. I ask why was their no trouble shooting to help to resolve the problem he said there was was no tech. on site it seems to me this outrages when appliances can't last any more than a year. Was this washer defected or was it built to last for ashort period of time. It seems that Sears should stand by their products. I then went on-line to trouble shoot told them my problem, was told they thought they knew what the problem was and would tell me for 24.00. What is country coming to.

I'm a frustrated sears customer, Why can't sears ever get anything right?
when I bought a applicances a couple years ago, I applied for a promotion with installment over 36 months ..so I got my statement then of course they got that wrong ...I had to get that corrected (time and annoyence)
this year I decided to pay the above off...well I didn't know I had to 'ASK PERMISSION"..I sent a cheque in it showed up as a credit I inquired as to why, thats when I was told I had to ask first..O-K-A-y...I did that. Next statement I still owed 350.00$ or so I forgot to add in that months bill...okay I paid that ...next billing showed up I owed 2.00$ okay after a phone call I paid that. ..I phoned sears to said are you sure thats it. Yes thats it.
I must have had I brain freeze, I ordered a living room furniture set.The sears store here in and in Dauphin told me okay you can order it but you can't use an installment plan, I asked why I was told that item didn't qualify for it, REALLy so I called coperate to inquire and complain a fellow Dan said no, you can buy the items under the installment plan and he processed my order, and no payments untill April2012just would have to pay the adm fees 70.00$ Okay . Today I get my statement and Its' got taxes shipping ang handling and still has an item from the previos plan I had paid off...not being impressed I called the fellow Dan back at sears coperate in Onatario of course Dan is off today, but Glenda helped me she listened and sais she find out about getting my items on to the correct plan, and about the TV (item from the old plan ) shr couldn't access that but would forward that info on to someone who could.So I thought I might as well mention my degree of frustration with SEARS.. oh and did I mention the chair (900.00$ on sale )advertised as a recliner/rocker with strigage. doen't rock and has no storage.
This will be my last adventure with Sears Canada.
I really wish Sears would just come over and pick up there furinture it's only been 2 weeks I should be enjoying it..nope not happening
Signed
a very frustrated client
cathy chambers
RR 2
Grandview Mb
R0L0Y0

I purchased a Kenmore Elite French Door refrigerator from Sears almost 5 years ago and paid over $2, 400 for it thinking I would have it for years to come. Last week the refrigerator stopped working without warning and we lost all our food in the refrigerator as well as the freezer. We called Sears and after getting the typical run-a-round for an hour, they said there was a recall on this model. They said it would take up to 10 days to get the part and they would send a repair tech out at that time. We did without refrigeration for almost 10 days and then when the tech came out he said there was not a recall on the refrigerator and it would be a waste of time to install the part. We insisted he install it anyway as we had waited for it. The part did not start the refrigerator and so he said the part we needed would cost us $300 plus installation. We reluctantly agreed to do this repair and he spent an hour trying to get the refrigerator to start again. It would not start. Next the tech said that he had no clue what was wrong with the refrigerator but he could order another part that would cost over $790 plus installation. That part would take longer to come in and then he could return and repair the refrigerator. He said he had no idea if that would get the refrigerator started either but it was worth taking a chance. When I asked if I would have to pay for the part and installation if it did not work he said I would still have to pay the $790 plus installation whether it worked or not. I declined and he said he could not leave until he collected $70 for the service call. Sears had quoted me only $65 for the service call to get the repair completed. He said that was the wrong information and that the service call was $70 regardless of whether or not he could repair the refrigerator. I complained to a store manager and got a phone call from Heather who said she was a manager in the repair center and that her technician reported back that I refused to allow him to fix the refrigerator so he left! I tried to tell her that he was at my home for over an hour and could not get the refrigerator repaired and said he could not tell me that it could even be repaired. Heather proceeded to call me a liar and hung up on me. At this point I have filed a complaint with the attorney generals office and the Better Business Bureau and I will be calling Sears Legal department shortly. Sears used to be the only place to go for large appliances and things for the home. I have now learned a valuable lesson in that they should be the last place to consider when you need to buy anything! The fight has just begun!

I purchased a mattress that is very uncomfortable, and is killing the back. It sinks when you sleep on it, and causes pain. We were told there is a 30 day guarantee on ALL mattresses. Well apparently not, at least not according to the Sears Cares Team case manager Roy G.

SearsCares will not do a damn thing other than give you the run around. They will have you take pictures, do measurements, rulers, strings, the whole nine yards...and in the end tell you the mattress is fine. We called once the 30 days was up (we were told to try the bed for at least 30 days). We were rudely spoken to, and told he was the highest escalation we can go to, and we have no recourse. That we would not get a new bed or a refund. I have never been treated so badly before. The sears cares agents names was ROY G. (He would not give us his last name and became very agitated when we asked him for it). When we asked to speak with his manager, he said he was as high as we could go, and that was it.

He was extremely unhelpful, arrogant, and did not seem to care about our issues at all. This long time Sears customer will never shop there again, after the way I have been treated. I've seen the generic searscares emails at all these review sites. They are BS. You end up contacting them and you get treated like crap. Maybe we had a bad agent (ROY G.)

BUYER BEWARE-ONCE YOU BUY A MATTRESS FROM SEARS, YOU ARE ON YOUR OWN. The 30 day comfort guarantee is a lie. They make you take pictures and then say we so no problems with it. Buy from a reputable company that will stand by their products, but most of all treat the customer right.

I purchased a washer on 1 april for 560.00 with delivery date of 2 april between 745am 1045am. Never received no calls called [protected] talk to theresa and jessie didnt know anything rude and said nothing they can do. Confirmation #[protected] on order fafs4272l. Called the preident of sears phil harrison left message. Alson contacted julius rosenwald left message my bank account is short 560.00 and I am not getting a washer. Mylawyer for disabled veterans fron wars is taken this up with the attorney generals office, also will be contacting all militray on line telling them about sears if no action is taken. My homephone is [protected]. Or [protected]. Kenneth a watson. E mail [protected]@hotmail.com. Recomend your staff be tranied on getting info, properly and timely. Again very rude. I have ptsd and bi-polar severe. I take 18 medications. Someone please help

I was trying to purchase a drill press stand #[protected], model 220-12. Your internet site listed the price at $39.99 & had a special price icon that I could click onto. I did that and the price came up as $19.99 showing a $20.00 discount. I added the item tio my shopping cart & went to checkout. The price came up with only a much smaller discount. I called the local store in Howell, NJ & they gave me no help. I want to purchase the item at the price of $19.99 as advertised (I have a copy of the ad with that price on it). I hope that Sears will honor the price stated in that ad. If not please advise so I can proceed with my complaint to agencies that follow up on this type of false advertising. Thank you. Raymond Manger [protected]@optimum.net

Try this one! got an add for a 36" Jenn air staninless steel barbaque., Went to store they said that is on line order only and had never seen there one add. Sears and oneline sears not the same. Big LYE. ok so I order one line check all the spec's on it printed it had my fabricator build a complete cement bbque area for the drop in. Gave the specs to him so no mistakes. He thus cuts granite. Well guess what Sears has wrong specs on their website and in there add. After 2.5 hours on the phone and transfers and repeating and repeating the same story I was told no the model numbers are right. I replied look at the specs! OH sorry we only have 32" and can't get a 36" sorry for basically the false advertising which is still up right now.. LOOK at it is looks like it has been their since 12-10! So now I have to absorbe the increased cost of a 36" or be out $1800 to the contractor I paid to do this! FUN STUFF! They said all we can do is return it waive the restock fee. PLEASE LOOK AT THIS SINCE IT WILL GO TO COURT...

I want to file a complaint about how horrible sear repair is, and the terrible service they give to loyal customers. I had called on 3/25/11 and scheduled an repair appointment for 4/1/11 (1pm-5pm) for my Kenmore elite washer. I waited all day, I called twice to verify my tech was still coming and was told yes my appointment was still scheduled and the tech will be arriving by 5pm. So he never called or showed up. I called back at 5:30pm to find out if he was running late. They told me he was not even coming. I had to make a new appointment and start over from scratch. I was never called to be let known that my appointment was just blown off by dispatch and your tech. Now the soonest time they are coming is 3 days from now AND they have the nerve to give me an afternoon appointment 1p-5p again. This is very poor customer service, I feel they made the mistake and did not bother to keep my scheduled appointment today, they should make my appointment priority for the very next day not 3 days later. You customer service reps refused to help me, and said it is what it is and just take the appointment or leave it. I was hung up on twice, and on rep named Love refused to help, and she refused to give me her supervisor or manager's name. Plus your shabby techs you send here have never ever maintained or tested any of my Kenmore elite appliances in my 2 houses. They come ill equipped to fix my broken machines and leave telling me the part will be mailed to my house and to call when it arrives and make a new appointment again. And still I am left with an Expensive broken appliance. I was told by the salesmen my warranty agreements all include a yearly checkup, and I always schedule them for the same day as the repair, and the man never looks at the other appliances. I have always insisted on only buying the best Kenmore elite available for everything from Range Vents to the top of the line Refrigerators and everything in between in my 2 house, I never ever even looked at other brands, but after today NEVER again. I will never shop at sears, and I will never buy a Kenmore again. And I am in the market to replace all my kitchen appliances in 1 of my houses.

I purchased a pool table from sears and paid $299 to have it installed. The pool table was installed incorrectly which has the pool table 1 1/2 off from one side to the other. I have called and emailed numerous times and I am forced to contract with someone else to get it installed properly. I will send the invoice to Sears for payment or take this to small claims court. My name is Troy Mobley and my case # is # 317385.

I purchased a GE Profile Refrigerator with computer on door in 10/2007, I purchased a 5 yr warranty which made the charges go up to $7, 000.00. I have been having trouble with the ice maker since day one, not making enough ice and have had a technician out to my home at least 10 times. They have replaced just about every part except the entire refrigerator. I need help. When I call the extended warranty department, it is in India, the people cannot speak English and is not understandable and they get angry if you request to be transferred to the United States of America. I need help with a resolution to this problem. It is now 2011 and Sears cannot resolve the problem. Do I need to contact GE ?

Online I located and ordered skid shoes for my Craftsman snowblower. The part number was found, and was [protected] and two are required for the machine. The description reads "Skid Shoes 2".
After finally receiving the order, it contained only a single "shoe slide". Not two, and this little piece of metal cost $21.00 delivered. There is even a spot on their page for disclosures which could include little things like "price is per each", but that info is lacking. Sears was not helpful in fixing this other than offering to rebate me some shipping if I was foolish enough to order the other needed Skid Shoe from them.

I was taking a shower yesterday morning before work and there was no hot water - strange. I go check the basement, there's water all over the floor. My 7 year old water heater started leaking water from the side vents. I immediately try to find out if Lowes or Home depot make same day delivery and istallations - I know nothing of water heaters. As I found out more info on what kind of heater I have, I was on the verge of ordering through Lowes, unfortunately, it was suggested I check out Sears. Oh, they have same day delivery also, and $100 cheaper. Big difference as the heater + installation costs at an avg of $900. Awesome. I call to place the order over the phone and asked them a couple times to make sure that they can do same day delivery, since they "guarantee" it if ordered before 12pm, but I wanted to make sure. "Definately" they say, you will be contacted by the installer within 2hrs. I placed the order at 8:55am, what a breeze.

Of course I had to stay home and mop my 1st round of 10 gallons of water from my basement floor and meeting a deadline as I worked remotely for work... two hours go by, huh...no call - it's 2pm now, hmm it's 3, still nothing. I call, they said wait another hour to get a call. "Wait, but are you sure the installation will happen today?" "Yes, definately." "Wait, but what time must they call me back before they can no longer do a same day installation?" They say, "5 pm. Your order definatly went through to them, I see it in the system, they must not have seen it yet" "Ok... are you sure they can still install today?" Yes. I call again at 4pm... They said wait one more hour, and call us back if you don't hear from them. "but if they don't call by 5, doesn't it mean they can't install today?" Um, yes. "So they won't be installing today?" Yes. "Ok, I'm cancelling this order, cancel it right now. Can you give me a confirmation number?" Ok, cancelled. No there isn't a confirmation number. "when will I see the charge back on my card?" 10 days.

5:35... "Hi, I'm calling from sears. You want a heater installed tomorrow?" Um, you're a bit late, I already cancelled. "Well, I still see you in the system, and I have the order. Do you want the heater installed tomorow or not?" Well when can you do it? "between 12-4pm" Fine. I'll work remotely again and schedule teleconferences to make another deadline. I looked up to see if there were any other complaints, and found one similar on this site. I thought, well, it was in Cali not here in Boston... although, it did have a similar ring to it... Should I try Lowes or Home Depot? What if they do the same thing, and I waste another two days.
Ok, I'll stick it out and complain later... I actually got a direct call from a number [protected], Sears can't be THAT BAD.

Next day 9am. "Hi, I'm just calling to check that my order for the heater will still go through since I cancelled yesterday but finally the installer called after waiting for 8hrs. Please check to confirm." ... after holding for 30min. Yes, I definately see you in the system. Your order is still here and you are scheduled for installation between 12-4pm. "Ok, so there isn't going to be any issues?" Nope, you're scheduled today between 12-4pm.

12:30pm "Hi, I'm the installer. I'm here picking up the heater and they said you're not in their system. They never recieved your order for a heater and they don't have what you want in stock." I called them this morning just to confirm and they put me on hold for 30min! "Well, they wasted my time too because I'm out here and the heater isn't here." Well %#!@*& me. Your dandy time was wasted.

Called to cancel the order again. Wow they actually gave me a cancellation number this time and said I will be refunded between 3-5 days? What the %#!@*&. Right, it's already past 12 and other places like Home Depot and Lowes, can't guarantee same day delivery anymore. %#!@*& it, I'm calling a regular plumber even though it'll cost $300 more. Got a quote yesterday, and they called back this morning to follow-up. They said they can do it tonight...I'll see. Will need to mop more water in my basement.

I WAS LOOKING FOR A NEW SEWING MACHINE AT SEARS TWO WEEKS AGO. I WAS TOLD SEARS WOULD NOT BE SELLING SEWING MACHINES ANY MORE AND SEWING MACHINE WERE ON CLOSE OUT.
THE ONE I WANTED WAS MARKED DOWN TO $199.99 STOCK #20-19110. TODAY SEARS HAD A 30% OFF SALE ON ALL SMALL APPLIANCES. AFTER ARGUING WITH THE SALES CLERKS FOR AWHILE THEY FOUND THE SEWING MACHINE WAS INDEED 30% OFF. BUT THEY RAISED THE PRICE OF THE MACHINE TO APPROX. $271.00 DOLLARS CLAIMING THE CLOSEOUT PRICE WAS FOR FLOOR MODELS ONLY.

I dropped off my battery (under warranty, $129) to be tested. Got a call back it tested good. Went to pick it up and the long wait was ridiculous. I left and returned after a month when I had time to pick it up this past Saturday, Dec. 26, 2009 and the manager said my battery was not at the store and he could do nothing about it several times.

I received no call at all about it being discarded while under warranty. I called Sears Customer Service to report a complaint the same day and was told the District Manager would call me back within 48 hours. I received no call as of yet. I called Customer Service again this morning and was told the exact same thing again.

On December 6, 2010, I placed an electric Sears range on layaway. We went and picked it up on December 20. We connected it and it kicked the breaker off, we checked the wiring, which was find. We reconnected it and fire shot from it. The bottom element had never been connected. I contacted the store and the manage/dealer refused to refund us our money. He said that we would have to take another stove from the store. After three hours, the range that we wanted they said they couldn't sellit from the floor, so we finally picked out a gas range. That was a mistake. i contacted Sears corporate office and they told me to pick out a range and that they would suffer the loss. Finally on Feb 01, 2011, Sears sent me a gas range. They sent someone on Feb 11 to install it. My problem that I am having is, the orfices from natural gas to propane was never left to me, and I requested them back, which they have never been returned; and the gas come from the top burners before the iginitor ever comes on. A Sears service cam can and he told us that the burners cannot be adjusted, because this is a new type of range made by Frigidaire for Sears. I contacted Sears about this problem because it is very dangerous, but Sears is telling me that there is nothing that can be done. I feel that there is something that can be done. What if this gas range should explode when I go to use it?

Do not buy sears mattress if your basing it on the fake 10yr warranty. My $800 mattress thats less than 2 yr's old is no longer firm as it was 2 years ago, and I cannot sleep in I no more due to fractured disks in low back. I have returned to guest room where the firm mattress resides, thats not form sears. Long story short, sears compares your mattress and body wait to a shoe string and a ruler, in order to return your 10 mattress and pay them a $75 delivery fee, you must email them pic of how your string and ruler shows there's a 1/5 in or more sink hole. Hey sears string doesnt weigh '185 lbs. So stupid and a waist of $ and time, just buy cheap to your firmness and plan on changing every 2 years. Way cheaper and you dont have to get the bs from sears. Stop giving them your $. 3/11/11