Sears
Reviews and Complaints

First let me start off by saying Sears has one of the most untrained and confused customer service staff's I have ever had to deal with. I needed service on my washer this week and made an appointment early last week for this past Monday. My wife stayed home all day waiting for a tech only to get a call late in the day saying the tech was tied up and they needed to reschedule us. The appointment was rescheduled for today by a tech who (after and hour and a half), promised me a first appointment (8:30am) as there were two service calls in my area and he would schedule mine ahead of the other. I purposely took time off from my morning work schedule to make sure I would be home and of course, by 9:00am, no tech.

I called and explained the issue to Sears customer service and asked to speak to a supervisor after I was told that customer service techs have no business quoting exact appointment times to customers and a tech would be at my house between 8am & 5pm (which was not acceptable). I was placed on hold for twenty minutes and finally hung up after no supervisor bothered to pick up. I called back again, explained my situation (yet again) to another rep and asked to speak to a supervisor and was promptly placed on hold again for another ten minutes, with no supervisor picking up. Apparently Sears has an uncaring staff of supervisors who cannot be bothered to field customer complaints. If they "worked" on my staff they would very quickly be shown the door!

Fortunately a very nice tech (Eric) called letting me know he was on his way and arrived quickly handling my issue much to my satisfaction (no help from customer service). I am very sorry that I EVER entered into a service agreement with Sears and you can be assured that when the agreement expires I will be taking my business elsewhere. (Along with never purchasing major Sears appliances again!) This display of "non-customer service" is an embarassent to Sears and all who represent what used to be a top retailer.

We have a Sears Solutions Credit Card, we purchased a Sony HD TV on a 24 month promotion which was due 11-15-10. We sent a payment of $1100.00 and called them to let them know to pay off the TV and apply any difference to the other promotion, they received the payment on 11-12-10 the balance was $1087.31 they
applied only $1060.00 to the balance thus charging us the full amount of interest which was $1080.00. We have had to contact them 3 times and each time they say it will be deducted and as of last statment is has not been taken off. It took you only seconds to charge me for the interest, but it takes months to take it off. We do wonder how many customers you have cheated in this manner? Mike and Alice Berry

I purchased a Samsung washer in October of 2017 for a kitchen remodel. The appliance was delivered in November and installed, but never worked: the spin cycle gave a 6E error. The first appointment the technician was not able to replicate the error with an empty machine. The error re-occurred when clothing was in the machine. During a second appointment the technician was able to replicate the error and diagnosed a defective motor; a new motor was ordered. The new motor arrived and a third appointment was scheduled; during appointment #3, when the technician was over an hour late, it was discovered the motor was damaged during shipment. A second motor was ordered and received. Today is appointment #4, my fourth day taken off from work and over a month without use of a brand new washer. Today's appt. window was 10-2; just prior to 2 I called to confirm the appointment. During the call the customer service agent apparently entered a note in the wrong field which caused the appointment to be cancelled. I've now been on hold for over 45 minutes waiting for a supervisor. A bad experience start to finish.

I went to sears to buy a mattress/box spring that I saw in their flier. The flier indicated that any mattress/box spring over $599 would include free delivery. I picked out a mattress/box spring and paid for it and noticed that they werent giving me free delivery. The saleswoman didnt mention it, hoping I wouldn't say anything. When I asked about the delivery and showed her their flier she said that the sale was for a single piece over $599. I asked to talk to the MGR which totally pissed her off. After 30 min waiting the manger came and didnt want to discuss it. I explained to the manager how the details in the ad said and/or, but it did not good. I canceled the purchase and went to Sleepy's which had a better deal. I have had many problems with Sears delivery scams in past and now vow to never shop there again.

My wife & I bought a sears front loading washer and dryer a few years ago due to our old ones failing after 15 years. They lasted a long time time and were great with no issues. Since we bought the front loading W/D we have had the service man out multiple times for repairs and circuit board exchanges. Why can't they have the new machines last like the old machines.
Recently (last week) we called for service again of the front loading dryer. We were put on a list and are being serviced a week later. After we all had the stomach flu and the baby throwing up in her bed every night, Sears still only said " We"ll see you next week".
We got a call today @ 3:30pm when the tech was supposed to be here and said "we are sorry, but the technician is on another call and won't be able to make it today, we can reschedule for next Tuesday".
What kind of company will put you off the customer for weeks without resolving repair of an item they warranteed? I told him " No way" and said to bring me another dryer. After a few times talking to his Supervisor they agreed to work late tonight and fix the dryer. The tech was here for less than an hour and fixed it. Works great.
Why can't the tech's be in charge of scheduling. They seem to care more for the customer than the Customer Service folks in the office.
I used to buy Craftsman tools and swore by Sears. Now, After years of bad service, I will never shop at Sears again. They just don't care for the customer.

Sears canceled my contract after signing, approving, cashing my check and scheduling the installation!
They supposedly made a big error in pricing! Please see below. I am currently deciding on the best attorney.

The Generam Manager, Marlon Aguilar, turned out to be a dishonest person who speaks from both sides of his mouth.

>> Sent: Tuesday, January 04, 2011 11:17 AM
>> To: Suzy Dempsey; Marlon Aguilar
>> Cc: Leslie Bayas; [protected]@californiacivillawyer.com
>> Subject: Breach of Contract/Bait-and-Switch scheme
>>
>> Dear Suzy:
>>
>> I am writing this in response to your telephone call on Thursday,
>> December 30th, 2010 regarding the contract agreement that Sears
>> entered with me to replace the roof on my home.
>>
>> According to your explanation, your sales person, Philip Navaro, made
>> a major mistake - that he under-sold the roof replacement job by
>> $15, 000 and that I was supposed to pay $38, 000 instead of the agreed
>> upon, contract amount of $23, 291. You further stated that your VP has
>> stated that "... if we do the job for this amount, we will all lose
>> our jobs!" and that you are "offering" me to pay or finance "only" an
>> additional $5, 000 out of the $15, 000 that you supposedly under-sold
>> the job by. You also reminded me to read the fine-print in the
>> contract. Thank you very much, I have done so, and I had my attorney
>> review it as well.
>>
>> Well, as I expressed to you during my conversation with you last
>> Thursday, I will not agree to this bait-and-switch scheme under any
>> circumstance. This is a breach of contract and I have documents
>> (contract, cancelled check, credit department approval, emails from
>> Mr. Navaro), witnesses, etc., etc. to proof it in a court of law. What
>> I regret is the fact that I failed to research your office, Sears Home
>> Improvement Los Angeles South, to check your record; in case you are
>> not aware, there are many individuals that are willing to talk about
>> their "experience" with your particular establishment!
>>
>> Please be advised that I have both the resources and the resolve to
>> take your corporation to court as I find this type of business
>> practice by those who represent Sears, one of the most respected
>> corporations in the United States, to be absolutely deplorable.
>> At this stage, I am asking you to honor the contract agreement that
>> you fully executed and have my roof replaced as scheduled.
>>
>> Respectfully,
>> Dan Teshome

Please let me know if you are planning to schedule a call as you
indicated. I am available today given an hour notice.

Thank you,
Dan Teshome

---------- Forwarded message ----------
From: dan teshome
Date: Wed, Jan 5, 2011 at 8:22 AM
Subject: Re: Breach of Contract/Bait-and-Switch scheme
To: Marlon Aguilar

Mr. Aguilar, are you able to scheduale a meeting via telephone for 12
noon?
Please let me know.

Thanks,
Dan Teshome

On Tue, Jan 4, 2011 at 3:01 PM, Marlon Aguilar
wrote:
> Fair enough, I'm reviewing your file and am confident we can come to a amicable resolution.
>
> -----Original Message-----
> From: dan teshome [mailto:dan.[protected]@gmail.com]
> Sent: Tuesday, January 04, 2011 3:00 PM
> To: Marlon Aguilar
> Subject: Re: Breach of Contract/Bait-and-Switch scheme
>
> Mr. Aguilar, I will let you know what the best time will be. At this
> stage, please limit all further communication to my email alone -
> don't copy anyone else as that will mean extra cost and a point of
> "no-return" as far as a quick resolution is concerned (this, of
> course, does not apply to your associates).
>
> Thanks,
> Dan
>
> On Tue, Jan 4, 2011 at 2:42 PM, Marlon Aguilar
> wrote:
>> Mr. Teshome, I would like to set up a time for me to discuss this matter with you. Please let me know when is a good time and day and we will schedule a call.
>>
>> -----Original Message-----
>> From: dan teshome [mailto:dan.[protected]@gmail.com]

I have made all major purchases for my home at Sears. We are a very brand loyal family, so starting with my Great Grandparents, my family's history with Sears is pretty lengthy.

I have purchased:

A stove, garage door openers, bi-annual carpet cleaning, 2 refrigerators, 2 air conditioners, received an estimate that I WAS going to initiate on central air conditioning this summer, 2 washer, 2 dryers, 1 dishwasher, 3 treadmills, and 2 ellipticals, etc. from Sears over the past 6yrs; not to mention the countless tires and oil changes I've received, in addition to the optical services, and apparel and shoe shopping my family does.

My problem came with the purchase of my last treadmill.

After going in circles with the salesperson who kept selling me products that turned out to be unavailable, I finally settled on a Nordic Trac treadmill. I was sold a 3yr warranty for this Nordic Trac, and told I would receive the option to renew when my 3 yrs were up. I was familiar with this process.

I purchase warranty agreements on all major purchases. As you know, the service agreements that Sears provides includes yearly maintenance. While scheduling my yearly check up for the refrigerator, washer and dryer, garage door, and elliptical, I asked for the treadmill to be serviced as well.

When the treadmill technician came to my home, he was quite surprised to find a Nordic Trac treadmill. He told me that Sears does not provide warranty services on Nordic Trac equipment. I pulled out the service agreement, and again the repairman was quite surprised. He said that his order was to service the ProForm treadmill. I informed him that I no longer had the ProForm. I had upgraded to the Nordic Trac and purchased the warranty. The technician was very pleasant, and accommodating. He completed the service on my Nordic Trac.

The next 2 years I repeated this process. The same technician came out to the house both times and completed the service.

When I went attempted to renew all of my service agreements, the customer service representative would not renew the treadmill agreement. According to her, I should have never been given a service agreement for the Nordic Trac, and the person who sold that to me made a mistake.

I told her that was 3 years, and 3 maintenance checks later. I needed to renew the agreement. She refused, but told me to call Nordic Trac to obtain a warranty and future service repairs.

I called Nordic Trac, explained the situation to them, only to have Nordic Trac explain to me that unfortunately, because 3 years had elapsed and Sears did do maintenance work on my treadmill, I no longer qualified for a warranty through Nordic Trac; but they were more than happy to charge me an exorbitant amount to service the treadmill (not including any repairs that may be needed).

The point of this is to say that sometimes a company (i.e. SEARS) needs to suck it up when they make a mistake and put the customer in a situation where they can't be helped by the company that was supposed to take care of them in the 1st place. It is not my fault that I was sold a warranty by mistake! Had I known, I would have simply bought another treadmill so that I could have received the maintenance service!

Sears made a mistake, but instead of keeping the word of their representative, they passed the buck, didn't apologize, and left me with equipment that is now suffering because I haven't been able to get the maintenance service that I WAS PROMISED!

Oddly enough, this is the year that I was going to upgrade my treadmill again...but I refuse to spend another dime in a Sears store.

I bought Air, Hotel, Car (Air Transat Package to Fort Lauderdale, Florida ...December 04 to 18, 2010)) for myself and my wife from Sears Travel in Laval, Quebec and when I got to Fort Lauderdale, Hertz rental car in airport asked us 259.69$ us for taxes and fuel, plus Hotel Hollywood Resort Beach 160.00 $ us for two weeks parking. We contacted Air Transat Rep. in Florida and he said I can do nothing for you and he suggest that we go back for explanation to our Sears Travel in Laval. As a fidel Sears cardhoder, those additional hidden costs to us were outrageous and we never trust to Sears travel Canada's agent anymore.

Hossein Baniamam & Claude Remy

Thursday night (12/23/2010), I went up to Sears Home Repair Parts & Service Center in Seattle, WA to buy a part for my Kenmore refrigerator. They told me on the phone that they would hold the part aside for me. They didn't. The woman was a bit rude, but I brushed it off. The part cost me $16.84 which I paid with my debit card.

The next day, Friday, Christmas Eve, midday, I decided to check my bank balance and see that Sears charged me $166.84 (despite the receipt said $16.84). Of course the service store is closed until Monday. I called customer service and no one even tried to help me. Since I had made some other purchases before seeing the error, I am probably overdrawn so fees will be on the way. Since the location is closed for the holidays I cannot do anything until Monday so I have no money for the weekend.

I went to Sears in Paramus to purchase a new car battery. After getting home with the battery, I observed that it was not a new battery (which I had paid for), but instead a USED battery. I went back to Sears to try to talk to someone, but no one cared. They claimed that it was a "mistake." It was not a mistake, it was them selling me a used item and calling it new. I tried to file a complaint at the store which was impossible. I then tried to contact the corporate office, but the website is completely unhelpful and did not allow me to find the address or emails address where I could send my complaint to. Beware of this company.

My girlfriend bought a Kenmore washer from Sears Model # 110.[protected]. A week after the one year warranty on the unit ended she had an issue with the washer not moving from rinse to the spin cycle. When she called Sears, they refused to fix her problem for free given that her warranty had expired only a WEEK prior to the purchase date. Now here we are less than six months after having the same issue again. I understand that things break but washing machine that has had the same issue twice in under two years sounds like a lemon to me. I have called Sears and so far they have refused to stand be hind there product. They have asked that I call another dept in the morning. I will update this post as we progress to let you know how Sears does.

My wife and I purchased a Whirlpool washer and dryer combo (over $3, 000) from the Columbus, GA store. We had to wait over three weeks for delivery. When they finally delivered it, they could not get the dryer to work. We had to wait two more days for a tech person to come by. He did come by and had it working. The next day, the washer and dryer stopped working. We contacted the customer solution center and they said it would be over a week before someone could come by. After much complaining, they finally moved it to three days later (Monday, in which I would have to take off again). Finally, I tried the local store to see if they could help. After much exasperation, I asked them to pick up the units and refund our money. They said it would be a week before they could pick them up. It would be another 7 to 10 days after then before we would get our money back. It is a shame that they are only nice and helpful when they are trying to sale you something. We will never step foot in another Sears store or purchase anything from them online!

Thought I'd give Sears.ca a try since the product I wanted was not available in their stores. Big mistake! Here's my experience:
Dec 13th: I purchased the item online (my husband's only Christmas present), charging to my credit card. My receipt said that I could expect to pick up the product at a Sears store by Dec 17th.
Dec 20th: I still had not heard from Sears (I was to receive an email when it was ready) but I was driving near the Sears store so I went in. The Catalogue department could only tell me that it was "in progress", but they didn't know what that meant.
Dec 21st: I called Customer Service (put on hold) and was told the item was "in progress", and no, they didn't know what it meant either. They put me through to a different number (and yes, put on hold again). The rep discovered that the item had never been ordered from the manufacturer but told me that she would put the order through for me -- expected pick-up date: December 27th. I pleaded for an earlier, pre-Christmas arrival, but she said it was impossible. I even asked if I could pick it up at the warehouse in Vaughan, but she said that I couldn't.
Dec 22nd: Sears calls me back -- the order did not go through again so they would have to re-order it and charge my credit card for a third time. The expected pick-up date is now December 28th.
Dec 24th: I print out a picture of the item to give to my husband Christmas morning, with a note: "Sorry, it's coming, I promise!"
Dec 28th: no email arrives to say the product is available for pick-up.
Dec 29th: the email arrives -- the product status has changed -- it's "unavailable"! No further explanation is given.
Dec 29th, 7:45pm to 8:20pm: I sit on hold on the Sears Customer Service phone line trying to get the credit for the original amount that was charged to my credit card on Dec 13th (the credit had never been processed). The agent puts it through, but I'll have to pay the full amount on my credit card bill because the credit will not be processed until my next statement period.
Btw...the item is still showing on their website, available for ordering, and now on sale!
Total incompetence!

On Saturday 12/18 we had a washer/dryer unit delivered and installed (ordered online). We paid for installation and removal of old unit (see confirmation pasted at the end of the message). The delivery team said that they were not responsible for removing the old unit and that the installer would. However, when the installer arrived, he said that he could not (he was alone) and that delivery would have to come back to do so.

At 8:39 AM, I called number sent in the confirmation email and spoke to Ms. Windsor (ID 25201) who barely spoke English and told me that she would leave a voice mail for delivery driver to call us back. They never did. I called back and spoke with a rep who would not give us her name. The rep told me to hold on while she found someone who spoke English.

I was put on with another rep (although it sounded like the same woman) and was told that there was no record of us paying for haul away. I pointed out that this was not rue because we had the confirmation email AND Delivery Team and Installer knew they were supposed to remove the machine. I was told again that there was no record and then, mysteriously, the line went dead.

At this point I asked the installer to call and explain what was going on to his department. He instructed me to call the installers to tell them that he could not remove the old unit and someone would have to be sent out Saturday afternoon to pick it up. I did, and left a message. No one called back.

I was tweetingand posting on the Sears Facebook page hoping to get some help and direction. Incidentally, I initially commented 4 times explaining what was happening before anyone responded. My 3 follow-up comments were deleted and I was told they were considered repetitive, spam or pornographic. See my comments in the image below.

I took a break and a nap because I had been up since 7:45AM waiting for the delivery. When I awoke, I called Sears customer service at 1:15 pm and was transferred Delivery again speaking to Sophia (ID 929117) who told me that I had to speak with Customer Service. When I tried to explain that customer service just transferred me to Delivery, Sophia replied that I had to speak with CS and proceeded to transfer me. Again, the line went dead.

Finally, I called CS again and tried to get a resolution. She spoke to Brittany who was VERY nice and listened while I explained what was going on. Brittany called Delivery and they told her that there was no record of us paying to haul away the old unit. Brittany explained that that was not true as she was looking at the confirmation (same conversation that I had with Delivery earlier). And then they hung up on her! She came back on the phone upset and relayed her disbelief that Delivery hung up on her. (She noted this on our account and told us to give the order number when I spoke with someone again).

She called Delivery back and they told her that no one could come pick up my old unit until Tuesday or Wednesday. She explained this to my me I I told her that there was NO WAY that we could wait that long. At this point the old unit was sitting in my Living Room. I also explained that we paid to have the unit removed Saturday not Wednesday.

She went back to Delivery and told them this and they said no one could come back out at all. At this point my I told her to arrange to have someone come pick up the new machine and that we wanted full refund. When she told this to delivery, they said that would send someone out tomorrow (Sunday) at which point Brittany said, “if you can send someone to pick the new machine up tomorrow, why can’t you send someone to pick up the old one?” which was exactly my question. She arranged to have the machine picked up and went back to tweeting and writing about this experience on Facebook.

And as if this wasn’t enough.

Earlier that day, I put a load in the washing machine to test the new unit. When it got to the spin cycle, the machine shook so hard it bounced out of our laundry closet- straight through the door. Apparently, the installer did not check for balance. We did not investigate further because we eventually decided to send the machine back and to end out business relationship with Sears.

Then Sunday morning, the delivery team came and told us that they could remove the old unit. We decided to keep the new washer allow them remove the old one.

We began doing laundry only again after my husband adjusted the balance and we were happy to have the old unit out of our living room. But the machine vibrated and rattled uncontrollably. When he investigated he noticed that the installer had not removed the foam or shipping brackets from beneath the machine. not only did he forget these, but because we ran the machine his half-assed installation could have damaged the drum.

So we paid to have the machine installed and ultimately, the installed did not do his job fully.

We paid to have the old unit removed and they did not until we threatened to send the new one back.

And for $1800 we had nothing but stress and headache. As you can imagine we are extremely angry and disappointed. We e will NEVER by merchandise from Sears again. And I am not the only person having these problems with sears. Their Facebook page is filled with similar complaints and stories.

The @Sears drama continues. After all the crap we went through with delivery and installation, the dryer does not dry the clothes. Called for a service appointment and was scheduled for today between 8-12. No one showed up. Called and was told the appointment was for next week despite the fact that I verified and was told the appointment was today. So we are officially done! Scheduled uninstall and removal. Filed yet another complaint with BBB. And am thinking that there are enough people pissed off for a class action lawsuit!

We called for service on my gas stove.Customer service would not help us and tried to get to manager and they wouldnt allow us.When my husband was on the phone with cs he heard horns and blowers in back round and person was busy talking to other employees while on phone with my husband .He was disconnected 4 times and hung up on once.My warranty
paper work says same day or next day service, they said Jan 10 is first open appointment.Our gas stove is sparking and popping my circuit breaker. Very dangerous!
The customer service manager just told my husband...call another repair place, they can not help at this time.
Please help...
Thank you Linda Decker

I have a product protection agreement on a kenmore refrigerator freezer. It malfunction on around December 23, 2010. I called for service on 12-24-10. I was told that service could not be provided until 12-29-10, between the hours of 8am-12pm. On 12-28-10 I received a confirmation for my appointment. On 12-29-10 after 10am I received a call saying that the repairman was unable to to provided me with service. Weather conditions and lack of personal was cited as the reason for their inability to honor our appointment. Weather conditions in my area have been stable since 12-26-10.

Purchased TV on Dec. 15 from sears. That same TV was on sale in the local newspaper Dec. 27. at another store. I tried calling the sears store for info. on price matching and could not get anyone to answer the phone. I drove in the snow to the Sears store with the ad showing the same TV & model number. I had no problem with the salesman, but he had to get a manager to swipe his card to okay it. He called on the intercom 3 times in 20 min. for a manager to come. Finally he got someone from an office on the phone and was told that they did not price match because it was on sale from 7 to 12 that day. I was at the sears store at 11:am.that day and by the time they had told me that, I would not had time to get the $40. lesser sale price at the other store. The TV. I purchased from Sears is still in the sealed box never opened it was a Christmas present. [protected]@verizon.net

I am a former Sears employee. I was originally hired on to be a seasonal employee but was told that I would most likely be kept on. During the time that I worked for sears, I realized that even if I was asked to stay as a regular employee I wouldn't have done so. The job itself was tolerable, not physically demanding, but very mentally exhausting, the people I worked with were okay for the most part, and even the customers were tolerable. However, the manager of the department that I worked in was absolutely terrible! Now I know that most people will sound off about an employee because they don't like that person or for other reasons...mine is simply because I used to be a sales manager/training manager for a fortune 500 company and I know the necessary skills it takes to be a leader/manager. This woman did the exact opposite of everything that she should have done. For instance, it's a cardinal rule of being a leader/manager of ANY kind that you should be constantly communicating with your employees to make sure that everyone is on the same page...this woman would randomly disappear for large periods of time and about 99% of the time, she never told anyone where she was going. I came to find out that some of that time she was doing things like shopping on the clock, socializing with people from other departments, talking to friends/former employees that came into the store, etc. Some of the time that she randomly vanished she was doing things like making a schedule, checking in an order that needed to be brought up to the department, making signs, etc...the biggest problem I had with all of that (besides the fact that it's unprofessional and lazy) is that she DID NOT communicate with us! It's not that hard as a manager to say "hey, I'm going to _____, if you need me, page me." This became more of a problem as it got closer to christmas and we were constantly busy. Her lack of communication was also the main cause of some customer complaints: the department I worked in (fine jewelry) only allows employees that have been put through the necessary security background checks to enter the department...meaning that if she disappeared and there was only one person working up there, we couldn't just ask anyone to come in and help. Customers were regularly irritated for having to wait an extended period of time because she would just run off, and the employees were the ones who were blamed. There was even a time that she disappeared without telling anyone where she was going (which in this particular case ended up being to lunch), meanwhile she told myself and the other girl working that night that we had to take our lunches before a certain time. So, since we didn't know where she was (cause she never told us) we went ahead and took our lunches one at a time so that the department was never left without someone there to wait on the customers. I was the first of the two of us to take our lunch...while I was on lunch, the dept got busy, my manager got yelled at because there weren't enough people up there, and who got blamed? Me. Why? because I supposedly left the other girl by herself while the manager was on lunch...yet, if the manager had told me she was going to lunch, I would have waited until she returned...yet again, lack of communication.
On top of that, this manager carries a serious attitude while she's at work. Meaning if she's upset about something, or mad at someone, she takes it out on her employees by giving them the cold shoulder, having no common courtesy, and pretty much ignoring them. She also dictated to us employees all sorts of things to do while she would purposely avoid dealing with customers.

So when the news finally came that I wasn't going to be kept on after the holidays, I flat out told my manager that I wasn't upset. (this was because of her actions as a manager, or lack thereof.)

All in all...a terrible manager. In my personal opinion, this woman should be fired for her lack of professionalism, her terrible manners, and her bad ethics. My advice? Don't ever work for sears.