Sears
Reviews and Complaints

I have placed two diff orders for the same item and have both been messed up not by me by sears, one small item and they can't seem to get it right.

Sear Customer service is Terrible it seems when you call to Complain about any service no matter how big or small they act like it is no big deal, it's just we are sorry so we made a mistake deal with it, PLEASE you are customer service and you are supposed want to please you customers so they keep coming back to your store, very disappointed.

I vented a complaint a couple of days ago about a stupid toaster oven which I stupidly purchesed online at the end of November 2010 from Sears. I've been calling them and emailing them for information on my order since December 6 without results. After I wrote my complaint on this site I emailed to every Sears email account available to me at customer service and also to Sears headquarters. I've received no replys and my stupid toaster oven is still out there God-knows-where. It's been a month already! I'm out of my money, there is no one at SEARS to help me out, the person I ordered the toaster oven for totally frustrated and has given up waiting, and my nerves are raw. I have been making purchases online since 1996. I've shopped huge retail names, I've shopped un-known merchandisers, I've shopped small mom-and-pops sites and I have never ever experienced any problems. All of the items I have ever ordered came on time as promissed. If anything arrived to me damaged or less than what I expected I was able to return it immediately, without any problems, and my money was refunded promptly. My online shopping experiences have always been a joy ... UNTIL MY SEARS EXPERIENCE. To add salt to a wound, Sears customer service is clueless and no one answeres questions or concerns. I've been trying to stay calm and collected but I feel as if I'm dealing with a bunch of robots...no feelings, no concerns, programmed to speak in foreign tongues, programmed to read from script, programmed to do nothing! In one short month I have grown to despise Sears and swear to never have anything to do with them or their products again for as long as I shall live. I still have to deal with them to the point at which I someday receive my order or my money back, and I know that will be a long, gruelling ordeal but the second my problem is resolved Sears is dead, kaput, gone up in smoke, out of business, no longer a part of my life or the life of anyone in my family. My family members have all taken their Sears cards and shredded them. My Mom needs new appliances in January, she has shredded her Sears card and will be shopping Home Depot or Lowes. My daughter purchased Christmas gifts at Sears and has returned them and shredded her Sears card. She went to Macy's instead and got the best sale prices I have seen in a long time. I personally took anything I had in my house from Sears to the Goodwill center. Luckily the previous owner of my house didn't have any appliances from Sears or I'd have to gut my kitchen. The only thing I have left is an old garage door opener that isn't working and that will most happily be replaced with one from Home Depot or Lowes. Have a great life Sears!

I work for Sears Home Improvements too and everything said is 100% true, they just know how to cover their butts that's it. All the sales managers seem lazy and no one wants to do anything! It's very disorganized and nothing is thought through by these higher-ups. No raises for the past 3 years and the benefits suck! They do not value employees at all and it's very stressful. They want you do a lot for nothing and want blood from a stone. It use to be a great company but it's not anymore. It's a real chore to go in. They have some decent people (like myself) but, they drive them away. They lie and try to sweettalk you and promise you this and that but it's not true at all. Very disappointed, I used to be proud to work for Sears, but not anymore. It's more for less. The contractors are hit and miss. We have some good contractors at our location. Whoever makes these decisions in upper managment (like Chicago) are idiots, I can run it better off of common sense with no college degree. Their service techs suck too. I have gotten so many customer phone calls about them and the stories are BAD. I do go out of my way to help them because that could be me. They don't invest in their offices/stores, our equipment is CRAP and they are so cheap, they pay their employees cheaply too, for our company to be highest price, we should be paid high especially for the amount of work we are doing. I'm so burnt out, I want to quit, but I can't. I have to pay bills. I do appreciate Sears for the start, but I won't stay until the finish. The sales reps goes through 3 weeks of training and sent out. Some of them might have prior contracting experience, but a lot of them don't. A lot of the reps don't know what they are selling, you should hear some of the installers complain about that too. It's not what it used to be, I think this company will go under, I'm surprised I haven't been laid off. I hate that they outsourced (a lot of complaints about that too) when I call HR and I can't even understand the person I'm talking to which sucks as well. They constantly through things (like new products are way) they dump them on us and expect us to do it (example: Monday: we are selling roofs and Tuesday: goes live) it's like trial and error. At time I feel like I'm stuck there. They screw people over big time and it's not right.
Disgruntled employee.
PS) I don't care if someone from Sears found out I said this (I don't care if it's Eddie Lampert), because it's all TRUE and you know it! Save it for someone else who will believe your lies. I hate to say this, even with this bad economy, you can FIRE ME for all I care, I would take the umemployment and someone can glady have my job because they wouldn't want it, they will quit after 3 months!

I have been taking my car to Sears for a couple of years. The slow Customer Service has been getting worse each time. Today when I went to pick up my car, there were 12 people on line to see ONE Customer Rep. From 3 to 4 pm, the other reps disappeared, and even the one rep that was working was trying to figure out where everyone went. I waited an hour to pay and get my car.The price is no bargain and the service is not existent.
Skip Sears, plenty of Mom and Pop shops that will welcome a paying customer these days.

Two days prior to the expiration of my extended warranty on this appliance I called the 800-4-myhome number to find out where I should take my vacuum for repair under the warranty. I was told to contact the nearest Sears store which happened to be where I purchased the appliance. I call the Customer Service Dept. and was told to bring it to the Merchandising Pick Up department; they would deliver it to their service center where it would be repaired then returned to the store for my pickup. One week later, five days after the expiration of the warranty, I received a call from the store telling me they could not deliver my vacuum to the service center because the computer would not issue a "ticket". When I asked why a week has lapsed the technician told me he had had other things to deal with! I was told I would have to pick it up ; call Sears Warranty customer service and see what if anything could be done about the expired warranty issue. If that was resolved then I would have to take the appliance directly to the Service Center in Miami. I was also told the Merchandising Department at the local store should not have accepted my Kenmore vacuum;. they are only supposed to accept some TV's and Dyson vacuums. I then called Sears corporate customer service. They apologized for the situation but offered no resolution other than extending the warranty to cover the repairs when I take it to the Miami service center. This is unacceptable service especially in light of the fact that their biggest competitors, Best Buy and Brandsmart accept back for repair at the store or provide in home service. I will not be replacing any of my appliances with Sears products in the future. I have at present over $10, 000 in appliances from Sears and just spent appx. $1, 000 to renew their warranties. This is the last money Sears will be receiving from me or my household.

99.9 if not 100 percent of the employees in our store will say that we have the laziest manager ever! He is very un-appreciative. He is never at opening store meetings to participate in anything. He is never at the store when it opens unless district or another big guy is there. The only time you see him is if he is sitting in his office playing on his phone doing absolutely nothing, sitting in the breakroom eating or outside smoking. He never walks through the store unless district is there or he is going out to get food. He is rude and never says "Great job team!" How does he keep his job! I don't understand it and no one else does either. But when you work your butt off for minimum wage for 3 years and get no praise, it is stressing and you don't even want to go to work. The job SUCKS! Atleast the previous managers got out on the floor and worked like a normal employee. They did not act as if they were to good to get their hands dirty. I bet this slob can't even run a register. All in all the job, pay, and store manager Suck!

My complaint is "condensation in between the glass on the top oven door" on the brand new Kenmore Elite Electric Built-in Double Oven (Model No. 790.[protected]), that is 7 months old. I noticed the condensation on the top oven door around November 2010. The oven was purchased on 04/26/10. This is enough condensation that the water will drip down creating water streaks in between the glass and viewing cooking is hindered.

On 11/26/10 I had a technician (Antonio; Tech #719013) out to my house from 1-800-4-MY-HOME to resolve this defect since the oven is still under warranty. He told me that there was nothing he could do except take the door apart and clean it, which he would have to charge me for, because this is not covered under the warranty. He told me this was a cosmetic problem. I would have had to pay over $100.00 to have him clean it and with every time I cook it would just happen again and again. Needless to say I was very unhappy that he would not resolve this defect in my oven that is still under warranty and is not just a cosmetic problem. I ended up having to ask the technician to leave my home and was very upset. I then went to the store I purchased the oven and talked with the manager, who also could not believe that Sears would not stand behind this product either.

This is not just a cosmetic problem. The glass on an oven door is there for viewing food while it is baking, which is why they put it on the door, and if during the baking you cannot view the food at all then that function of the oven is not working properly. If I had wanted an oven without a window, I would have purchased that style. Being able to see the food while it is cooking and not having to open the door is a very important function in the cooking process. Also, I was told by a reliable source that the water will eventually collect, rust and corrode the door of the oven in time. This is a defect in this oven door and Sears should fix it, replace it and resolve with no questions asked.

calling their sears.com customer service number gets you speaking with someone who cant speak english, when you finally get transferred to someone who you can understand, they give you misleading information to appease you, get you off the phone and when you call back you will get a different city in india so its not their problem.
I have had orders canceled with no warning, when you call in for an update they tell you it will be there anyday, after a week of any days, a customer service rep said the order was canceled. I asked for their supervisor and waited on hold for over an hour before my cell phone died. and thats what they wanted, they want the customer to hang up and go somewhere else. I hope the stock owners of sears know what they are doing to what used to be a great company with great service...NOW sears is just another corporate giant who doesnt care how much business they lose. well sears will probably going the same way as caldors and montgomery wards or carls, or all those other big stores that couldnt keep customers. well they have lost a life long customer with me. I really hate to say it but walmart customer service will bend over backwards to help a customer out. good bye sears, HELLO WALMART! at least they take care of the customer

I puchased a tv from sears on 11/29/10 at 6pm, a sharp aquos quattron 60 inch, sales lady was very nice to me. the only thing good I would say about sears right now. I took the tv home, set it up started watching tv, and than the picture went black, small v emblem on front started flashing, and continued ..I called sharp and sears the next morning on issue from work. Explained to sharp tech the issue and he said to call him when i returned home to try to trouble shoot problem with a reset, in which I had to be home to do this, needless to say this did not fix problem. I called sears and said I would need another tv, their was no more on hand, so the sales person said it would take 2 days for me to receive a new one, and that I needed to Call back and talk to Denver the following day to get this reorder. So the next day I called talked to Denver on wednesday, he said he would order me a new tv and have it delivered to my home around Friday the following week. Here I sit with no tv and was told it would take 2 days, than now I am waiting over a week to receive a new one. This might not seem bad to some people, but I haved saved the entire year to pay cash of 2278.00 to get a nice tv for the holidays. When the tv was set up for delivery to my home I told Denver That I was a manger and worked 5 till 4 monday thru friday and I would have to have at least an half an hour precall before they delivered to my home so I could be there to recieved the tv..He sid fine, I even called the 1-800-number on the bottom of my receipt to sears deliverly to make sure I had this 1/2 an hr precall to my phone..Well now it gets there interesting, the deliverly which is a third party that sears hires from West Frankfort Il. called Riches, comes to my home and calls me and says they are at my house ready to give me my tv, and the man says to me where are you and I said at my job. And that I was waiting on a precall so I could be there, he says he does not know anything about a precall.So now he is leaving going to his next stop, So I called sears 1-800-number again and said That I never got my new tv, because no one knew of a precall . They said they would put another precall on the next deliverly on Friday of 1 hour to my phone, So here again I sit with no tv...Friday I am at my job, I get a phone call from the deliverly man stating he is 15 minutes from my home with my tv. I said I am at work and I would be there in 25 min., he said he is on his way to my home and will not wait...I said what hppened to my precall of 1 hr. agin he does not know anything. So I rushed out of my job took a 2 hr leave to drive home 35 miles and hopefully get there to receive my tv...Oh no The man calls his manager at deliverly office and explains to the lady that I would not be at my home in 15 minutes, so she tells him to go to another drop and forget about my stop. She than called me and told me this.Yes I was very upset when I heard that she had told them to take another route and to forget about me. So she did not even give me a chance to get there, By the time they got to my house and unloaded the tv and got the paper work together I would have been ther in a few minutes . But she did not even consider that, She said she would not be delivering my tv today..Here I am half way home and arguing with this very rude lady about a tv That I had TO wait on For over a week on because I had bought a broken one from sears, over a week ago and now I still can not get the tv because no one will give me the precall to leave my job on my lunch to get this tv . Yes i am very mad and said she took it upon herself to not even give me a chance to get there when I was supposed to had a precall on both deliveries and did not recieved any. She said she would take my tv to sears if I wish to pick it up there that evening. Yes, that is fine . I was very upset and she said to call sears 1-800 number that they were responsible for this . So I hung up on her and proceeded to sears in marion to talk to management. Here i am on a 2 hr lunch from my job that my boss did not have to even give to me, running around trying to get my tv. Please how can you treat your customers like this and hire a rude deliverly service to act like this to your customers. This is your company, you should pay closer attention to who you hire to deliver your products . I went to sears to talk to management of how I can get my tv, Paul was trying to help me. I guessed he called to check on problem and told me he would get the tv back to the store so I could get someone to come by with a truck to pick it up for me that evening. Needless to say he called deliverly company any the lady said she would not return my tv to the store today and it would be the next day. come on now this lady is holding my tv hostage for 1 day because i was not happy with her on the way she had handle the issue. And this is a sears product so if sears wanted it returned to the store and she works for sears, than how in the ...does this lady have the right to do this. Please this is getting way out of hand now. All I wanted was a new tv and not all this drama, Not only did this cost me time and money, I also already had scheduled direct tv to come to my home on saturday morning to install new service and dvr to this tv . So now I have to cancell direct tv about my new installation, because I have no TV. So now can you see the issue why am very upset with your company and your deliverly service that you have hired. I hired a friend to take the broken tv back to sears on friday night, now again.I have no tv . I work in retail, so why did not one person even suggest to offer me a different tv to fix the situation. I am very dissappointed with sears. I have been shopping their for years, But I will no longer ever step foot in their again. And I will be sure to express my event to other customers in the future... I want to Thank You for your great customer servcice... that I nevered received Michelle miller

Dear Sirs:
I purchased in Store several of the Christmas Light shows, I also ordered two boxes of GE Christmas light shows multi function through your catalog and paid for them in advance... Lights arrived on time - went to test them and one set did not function. I returned the one set to the store. I was informed they could not order me a replacement set for the same price that I paid for at the time of purchase (the price had gone up) even though I had bought the insurance for two years of any defect replacement. I guess the insurance is a rip off. I only had the light set one day and it cost me about another $16 dollars to re-order the replacement. Not COOL.
I support Sears because of what you do for our Troops and it pains me to write this. I know I will get over it. I had planned to buy a couple of extra sets but changed my mind.

I won't go into all the dates, times and people I spoke to at Sears over this single incident, but suffice it to say that over what should have been a very simple transfer of a ladies winter coat from one store to another (closest Sears did not have the size I needed), I waited 3 weeks, put in at least 8 phonecalls, spoke to a dozen different "associates" - and was hung up on, cut off, ignored, argued with and lied to. Not one person I spoke to ever attempted to find a solution to the problem, they only wanted was to get rid of me by passing me on to the next incompetent associate. In the end, I told them to RAM the coat (pun most definitely intended).

I've never been a fan of Sears - their customer service is legendary (a legendary JOKE, that is!) but this incident has sealed the deal. I will NEVER buy so much as a pencil from them again, and I will be sharing this experience with all my friends, colleagues, family and the world via Facebook. I propose a new motto for Sears..."It's really not our problem."

We went in to the store on December 8, 2010 to purchase an upright freezer. When our credit card was presented we were denied because our card had been cancelled from lack of activity. I have been a customer with Sears since 1996. I don't buy a large amount of products but whenever I am looking for a new appliance I go to Sears.

The answer I received when I called customer service was that is company policy and she was not able to do anything. I am really upset that my account was cancelled and if this cannot be resolved I will not be using Sears in the future

Rosemarie Furlow
17365 SE 76th Champion Avenue
The Villages, Fl. 32162
[protected]
[protected]@embarqmail.com

I visited sears.ca in hopes of purchasing a new stove for my parents for Christmas.

In placing the order, the website demands payment information and for me to click "place order" BEFORE it will provide me with shipping cost or a total including tax and shipping.

Thinking this was an error, I contacted Sears "customer service" to request the shipping charge. They too, including Supervisor by the name of Marilyn insisted that they cannot provide shipping charge information until payment is made. I'm pretty sure this isn't legal since it asks the customer to commit to purchase and provide payment information without disclosing all fees and charges being applied to the card. If it somehow skirts legal requirements and is ok in that sense, it's most definitely a shady practice.

The Supervisor refused to assist me unless I placed the order and provided credit card information, or waited 3-5 business days for the "transit department" to respond with the cost. Seeing as the sale for the item I wished to purchase is over tomorrow, neither is an acceptable response.

re: kenmore elite gas range and oven
Despite what I've read about the toxic smell dissipating in time, my oven/broiler gives off a sickly burning plastic smell which fills the house. At times It smells so toxic I need to open windows and leave the kitchen and have ended up feeling ill. I have no doubt the fumes are carcinogenic and feel I can no longer bake in this oven. I would like to know what the offending parts are and exactly what my family has been exposed to. Never again will I buy from Sears.

We purchased the Kenmore Elite side-by-side in 2004, and have renewed the MPA every year since (good thing we did). FWIW, all major appliances here were purchased at Sears-Electrolux stove, Whirlpool washer and dryer, Bosch dishwasher, and I have been a Sears major appliance customer for 25 years and in 4 states.

The Kenmore fridge has been a lemon, requiring 1-3 service calls per year, most but not all service issues being for the icemaker. The icemaker continues to malfunction, at several points freezing over and then dumping water on the floor, which will require the replacement of the hardwood flooring in that part of our kitchen.

On November 26, shortly before Thanksgiving, I reported a new problem. The fan that circulates the air within the refrigerator started emitting a loud buzzing noise, discernible throughout the house. Besides being an annoyance, our concern was that the sound presaged the death of the appliance on Thanksgiving day.

The bright side was that the Sears CS rep who took the complaint told me that this was my 4th issue with the unit in 12 months, and that I qualified for replacement under Paragraph 8 of the MPA (who knew?). All it required was confirmation by the service technician. On November 30, Sears technician Stefan arrived for the service call, HEARD the refrigerator noise before entering the kitchen, and confirmed that there was a problem. I also showed him he malfunctioning ice maker unit, which he confirmed as broken and replaced. Stefan also said that as this was my 4th service call in 12 months, that I should begin the replacement process immediately by contacting Sears CS the next day.

So far so good, right? The replacement ice maker that Stefan installed was defective (photo attached). The wire overflow indicator that signals a full tray was broken, out of the box. And to add insult to injury, Sears CS rep Tomika (sp?) told me in no uncertain terms that I did not qualify for a replacement, as I had not had 4 identical, single ticket issues within 12 months. Apparently, repeated trips for the same issue count as one service ticket. This policy was confirmed by Social Media CS rep Zack (sp?).

So here are the issues:
A Kenmore Elite product with well documented service problems and 6 years of coverage under MPAs.
An assurance of replacement by a Sears representative, confirmed by a Sears service technician, due to 4 service calls within a 12 month period, per P.8 in the MPA.
A reneging of this promise by Sears CS reps
Installation of a defective part by a Sear service technician, requiring yet another service call
A still-broken Kenmore appliance, resting comfortably in front of the floorboards it ruined.,
Upon reflection, it makes you wonder why I would want another Kenmore appliance. But after paying over $700 over six years for the MPA I feel that it is incumbent upon Sears to stand by this agreement and their products. To date, that has not happened.

I am writing after a horrible experience with the OakBrook, IL Sears Auto Center branch. Wednesday 11/24 my car had died and I had it towed to the closest location to my job due to mile restrictions on my insurance policy for road side assistance. Back in January 2010, I had a new car starter put in my car and found out that it happened to still be under warranty for another 2 months and I could go to any Sears Auto. I had my car dropped off and repaired within 4 hours, and was told it was the starter and it was replaced free of charge, due to the warranty. When I got in my car afterwards to head home, the startup lagged and I noticed the Check Engine light was on. I immediately called Sears and told them and they said I could bring it back Friday to have it tested to see what it was. I stopped off somewhere shortly after and when I tried to start my car again just an hour later it lagged and almost didn’t start which concerned me. I live near the Niles Auto Center, and they told me that I could bring it in there Friday to have it looked at also. After waiting a half hour and literally chasing down a mechanic that actually acknowledged my existence, they tested my car and said that there was a problem with the Crank Shaft Sensor and they could not fix it but I could bring it to the Shell Gas Station down the street, which I did. I brought my car there at 11am on Friday morning and waited 7 hours to get a response from the mechanic who then told me that the starter was put in wrong because the teeth within it didn’t match up. He told me he had to take the starter out and put it back in and then put the Crank Shaft Sensor in. I asked why the sensor went bad he told me he didn’t know, to take it up with Sears Auto, with the knowledge and common sense that my car was working fine on Tuesday 11/23 and there was no issue with the sensor or Sears would have told me about it instead of just replacing the starter.
Today 11/29, I contacted the manager, Matt Simmons, at the Sears in Oakbrook and told them about the incident on Wednesday that caused further issues with my car. He was very concerned and polite on the phone stating that shouldn’t have happened and he would reimburse me the money that I needed to fix the new issue, which was caused by the Starter that was put in on Wednesday. I met with Matt Simmons at 3:30pm today and showed him the receipt which just showed the labor and part price for the sensor. He stated there was nothing on there in regards to the Starter, which was the conversation that myself and the Shell mechanic had about the starter not being placed correctly. Matt Simmons contacted Shell on the phone and they proceeded to make jokes about me coming in the store just to get money. Shell told Mr. Simmons that my car was not there for 7 hours and that the sensor had nothing to do with the starter, which is not what he told me directly after charging me for the work. Mr. Simmons hung up the phone and told me that it was normal wear and tear and it was not Sear’s problem. I explained to him that the issue with the sensor didn’t even start until they put the starter in my car Wednesday. Mr. Simmons then rudely asked me how do I even know he put a sensor in my car? He could have just told me that and that I was ripped off. I said I was not a mechanic I wouldn’t know. He told me that I was just trying to receive money from him which he was not going to pay because I didn’t have proof Sears had anything to do with the sensor. He then told me to get out of his store and walked behind me to make sure I left, with more than one mechanic to witness this.

Myself and my family have been going to Sears Auto as long as I can remember, and I have never been disrespected or laughed at by anyone in a customer service role, especially a Manager, as I was today by Mr. Simmons. I have never been accused of trying to get money from anyone and his demeanor was uncalled for by kicking me out of the store, especially in front of customers. I would hope to receive some kind of an apology as I am very disappointed the way a manager would talk to anyone like he did. I am not writing to receive any form of money by any means, I was rudely shunned for not knowing about cars and was treated like a fool when I went there to resolve an issue I believe was caused and misdiagnosed by Sears. This was by far the worst experience I have had with a company, and I would hope the matter will be looked into as I feel I was ripped off and then severely talked down on.
Thank you for your time and I would hope the mannerisms that Mr. Simmons showed me today, is not a sign of the future in Sears customer service.

On Black Friday we wnet to Isabela store and asked if they had refrigerator on sale in black. The saleman checked the computor and said it was in warehouse. We laid it away and on Saturday went and paid it off and as on Friday we were told it took 3 days to get. He called me today and said it would be January. I need it now and we asked manager to let me have floor sample and she would not. The warehouse DID NOT know it was a layaway when the saleman checked availablity. I think they need to substitute one for the same price but will not. I have bought from Sears in Virginia for 40 years and would never have been treated like this. I feel I was discriminated against for I am an AMerican. SHe would have figured out a way to help a Puerto RIcan. We have to go pick our money up tomorrow and will file a com[plaint with DACO in Puerto Rico.

Nov 10, 2010, I ordered some Attitude Aprons, which I wanted by, and was told would be in by, Thanksgiving Nov 25, since their shipments came in every Tuesday and Friday. I ordered it IN THE STORE (with the help of their own employee) on their computer, and they were very quick to run my debit card for the entire purchase AT THE TIME OF THE ORDER. Not only did my order NOT come in the following week... it was not here in 2 weeks... it was NOT even here in time for Thanksgiving! On Nov 29th, I called to cancel my order and have my card reimbursed. The first 2 calls, Customer Service hung up on me. The 3rd time, I called back, and asked for the Customer Service Mgr, but it was the same girl who had hung up on me, so she would NOT give me to the Mgr! She asked me for the return number from my receipt, which I read to her, then she said, "I'm sorry I cannot refund your card. It appears that your order is in transit. You will have to wait until it gets to our store, and then come in, and you will be charged a small restocking fee." I argued "why would I pay you to restock something that I have never taken possession of!"... I got hung up on again...