Sears
Reviews and Complaints

This is to warn Consumers that Sears.com does not honor their advertised pricing. They say its on their online disclaimer. They are at hopes you wont notice. If purchasing multiple Items when you go to cart the prices are increased one even doubled! I was promised by a customer service rep that if I purchased it she would credit me, that is the only way. Well needless to say it said the order did not go through(but later saw it was charged)she then said to call customer service they will take care of you and credit you. I received her employee number and everything... It was all a farce two more supervisors later they will not honor the price. This is a scam and a rip off...They no longer have me ever as a customer.

After having the F1 error on my washer for weeks and not finding any answers in the manual (except to call an expensive repairman for something that might be minor), I researched the issue on the wonderful internet. I, ofcourse, found out that many people have had the same problem with the Kenmore Elite Oasis top loading washer. I spent a lot of money on this washer and dryer set and do not expect it to break down after less than 3 years. I am not very handy and am a single mother with three children...and many loads of laundry. Advice? Is there a recall? Can I get Sears to repair the faulty washer for low or no cost? Thank you, Carolyn

i bought a craftsman heavy duty stapler 20 years ago life time warranty when i went to exchange it they told me only has one year warranty and it will say that on box which i did not have with me at that time i went home and looked at the box it does not have anything about warranty so i took the box back with me and the salesman and manager of tools walked away from me i have all craftsmen tools in my wood shop and garage i like craftsman but all i ever get out of Whitehall pa. are excuses if i go to another sears its all together different i don't mind paying for a good tool but i expect it to last respectfully scott webber

Customer Service is the worst! Scheduled service call for my washer online last week. Called customer service 11/15/10 and spoke with employee id #532069 (did not catch her name the first time, but was able to get her id # after I had to place a 2nd call). I asked for the name of the authorized service company that would be handling the service call. In a very short and rude tone she informed me that even though the appointment has been assigned she would not give me the name of the company. She said I would have to wait until the day of the appointment to find out who will be coming out. I explained that I would not be at home and that I need to the leave the information for someone else. She was very short with her response and said that I would have to wait until someone contacts me the day of the scheduled appointment. I could not understand why she would not give me the information; after all, she indicated the appointment was already assigned to someone. She would not give me an opportunity to speak; she kept talking over me and refused to give me the requested information. I asked to speak to her manager. I was abruptly put on hold for 25 minutes. Needless to say, I hung up when she never came back to the call or was connected to a manager. I hit redial and spoke with Cary and explained the whole situation and that I wanted to speak to a manager. She asked why and I said I wanted to make the manager aware of the rude and uncooperative behavior that was exhibited by one of their customer service reps. She too, left me on hold for 25 minutes. I still have not received any answers to my questions. This has been an extremely frustrating experience. I will never purchase from Sears again and want to make others aware of the poor customer service.

I have never had a particularly positive or negative impression of this retail behemoth. I used to think Sears was a place to buy underwear or athletic socks and appliances and yard tools. I never was that impressed by the clothing they carried and never was a big Sears customer but was aware that as a rule, people thought it was a pretty responsible retailer with whom one could do business and be confident that you wouldn’t get screwed.

Well, that ship has sailed. Starting three years ago, I have bought several very expensive appliances from Sears and have been dealing with the consequences of their appalling attitude toward customer service ever since. I won’t elongate this post with a description of their failure to stand behind a very expensive built-in refrigerator that was defective the day it was installed. I will just concentrate on my recent experience.

Today’s disappointment, and the one that will permanently keep me out of Sears stores, occurred this morning. In my neighborhood, when I bought my house, the only source of gas was private propane tanks, one of which was already installed in my back yard by the home’s previous owners. In July of 2009, in anticipation of moving into my house in August of the same year, I bought several new appliances from Sears, one of which was a Kenmore Pro Series dual fuel freestanding commercial style range. These babies, for those of you unfamiliar with them, are competitors of Wolf and DCS in residential use commercial style ranges and while not as expensive as those brands, are still somewhere north of $4, 000 by the time you get them home and installed. In my case, I had to pay for delivery, installation, and removal of the old range as well as a conversion kit from natural gas to propane. In addition, I had to hire a plumber who is licensed to work on gas lines and propane to come and do the conversion since Sears installers either can’t or won’t.

After some false starts due to a broken gas line inside the cooktop at the time of delivery, I succeeded in getting the thing up and running a couple weeks after I moved in and was pleased that I finally had at least one big burner for, among other things, boiling large quantities of water for pasta. The cooktop portion of the range has 5 burners. Three can be used separately or together and are 9, 000 btu each. One that has a true simmer setting is a 5, 000 btu burner and the big one in the right front is 17, 000 btus. Everything was fine until PSNC, our local gas utility, announced that they were installing natural gas lines in my neighborhood and that installation would be free if you committed to converting at least one appliance to gas within 90 days of the line being run.

After some checking, I determined that natural gas rates are close to 50% of the cost of propane and don’t require a truck coming around periodically to refill my tank, so I decided that in spite of the fact that I would have to pay to have pipes run from my new service to the range, and also to have the range converted back to natural gas, it was a good idea to go ahead.

On July 30th, after seemingly endless phone conversations with a variety of Sears Customer Service personnel (and what a misnomer that is) I successfully ordered a set of 5 new orifices for the 5 burners to the tune of about $70. While this seemed expensive for 5 tiny brass fittings, it was unavoidable if I wanted to use the range with natural gas. The parts arrived a couple weeks later and I set an appointment date with PSNC to do the installation.

This morning, when the installers arrived, I handed them the envelopes containing the orifices and left them to their devices. After a couple hours, they told me they were finished but for one problem. The orifices Sears had sent me for the 5, 000 btu and 17, 000 btu burners were identical. Needless to say, when you turn on a burner whose gas supply is restricted to 29% of its correct volume, what you don’t get is much of a flame. It was obvious that they had sent the wrong part, so with the two installers standing in my kitchen and participating in a Sears Customer Services ordeal, I spent the next 47 minutes being apologized to by a series of impressively incompetent staff, each of whom eventually passed me off to another. In the end, the advice I received was that since they couldn’t supply the correct part, perhaps I should buy a new stove.

I was a little shocked by this attitude and asked the woman offering this advice if she had spent over $4, 000 on a new range 16 months ago and the only thing standing between her and being able to use its most important element was a brass fitting less than ½” long, would she want to ditch the appliance and buy another? Needless to say, I got another apology but no help.

Unfortunately, at this point, my phone was losing its battery power and I knew that after 47 minutes, our very unsatisfying conversation would be coming to an end. She took my email information and said they would do some research and get back in touch with me, and was in the middle of still another apology for what all Sears employees persist in call an inconvenience, and was cut off in mid-sentence when the phone, mercifully died.

I certainly have no expectation of ever hearing from them again. Sears doesn’t give a rat’s ### about their customers once a sale is complete. From the outset, the employees all insisted that they had no responsibility to do anything about the fact that they had sold me unusable parts because it was more than 90 days since the order. While it is true that 108 days have elapsed since I placed the order, it seems a bit unreasonable to say that if the customer doesn’t discover that Sears has screwed up within the 90 days they no longer have any responsibility to resolve an issue they created. Ironically, their in-house manual still says that if someone calls to order this conversion kit, they will be sent the same incorrect parts that were sent to me. They will do this to other people. What they claim is that the company that made these parts no longer makes the one that is needed for the large burner. I find this particularly interesting in view of the fact that Sears is still selling the range with the exact same specifications for the burner outputs.

In the end, the two guys from the gas company, who had dutifully stayed through the whole 47-minute ordeal with customer disservice (I had the various ###s at Sears on speakerphone), said that they could probably find out the correct diameter for the orifice to be to provide 17, 000 btus of output, and just rebore the orifice Sears had sent. It took one phone call to their supervisor and about 3 minutes to drill a new hole in the defective part. In another minute it was installed and the flame is up to what it should be. Thank God for competence at the gas company. Sears will never own up to this and I’ll be damned if they ever get another penny of my business.

Purchased New dryer from Sears - store promotion for Labor day free shipping. Dryer delivered and never worked properly had tech. in after taking whole dryer apart and made phone calls realized - needed NEW thermostat, which he ordered said would receive 10/9/10 via UPS and he scheduled appt with tech to come in on the 12th to install- BUT it never arrived and still hasn't. Through Customer Service and tech. we were told if it did not arrive call Customer Service to cancel follow up service call (tech coming in to install) and if we want request to have dryer replaced(the customer service rep on this phone call suggested it) we HAD that option as dryer was new and never worked properly- IT WAS PRESENTED TO US BY SEARS PERSONNEL, Dryer still under store warranty during all this. On phone 40 minutes (10/9/10) with First INCOMPETENT representive trying to set this up loses me while connecting me with delivery AND DOES NOT CALL BACK! I HAD TO CALL BACK THE 800 NUMBER AND START ALL OVER AGAIN with a new rep. because NO notes were on account about anything!?!?!? On the phone over one hour this time wasn't sure about installation as I had someone install first time and was not given time to contact to see if available. I was being charged for installation and delivery ( why should I pay delivery at all - if first one worked properly I would not need another one delivered.) Morning of delivery I have someone who can install I call 800 number at 8:00 am, - at first can not find anything on system. Then give me hard time about cancellng installation which they tell me is not even on their system but they are charging me! $189.89 - after much heartache I break down into tears for the terrible way I have been treated as well as my 77 year old mother. She has been on the phone with this as well and waited all day at home for the repacement part which never arrived. I am calling from work, my mother is home with strangers now knocking on the door for the dryer, just to replace dryer they inform my mother they are not to install anything. I am finally told Sears will try to stop the installation fee ONLY and if the team arrives to install turn them away, no team ever arrived by the way. Meanwhile I am still to be charged the delivery fee and tax?. As of this writing (11/13/10) The dryers have been switched (11/12) but I am still waiting to be credited the installation fee and no one will even discuss the delivery fee being reversed. My mother is PHYSICAL SICK OVER THIS as I write this. which in turn upsets me even further. This is horrendous I am at my wits end as to what to do.

We bought a tv on a promotion. they do not charge interest if you pay within a year. well my wife sent the pay-off amount on one check and another check with the payment for the current month. they did not pay the promotion off, but put both payments on our regular account. she had written two notes telling them what the payments were for. i called and they told me they would transfer part of it, but they had to take a payment out of each check for the regilar account leaving a balance in the promotional account. i offered to pay the rest of the promo account, but she said i would have to pay another payment also, even if it was not due. then in about five days i would have to call back and request they transfer some funds out of the payment to the promo account. this is ridiculous and we used to shop at sears after 40 years we are done there.

Sears pressured me to purchase a range and dishwasher. I did not want to purchase until it went on sale. Of course I purchase and just over 3 weeks later they went on sale. I called customer service as this is approximately a $400.00 savings. Not chump change. Sears said there was a 14 day price guarantee and 14 days return policy and I would just have to eat the $400.00. Their customer service is horrible as is there price match/return policy. I did approximately $8000 to $10, 000 of annual business with Sears and explained this to them. They did not care. I cancelled my credit card with them as I will take my business elsewhere. Poor policies and customer service. Please avoid shopping there.

My name is Jimmy D. Overton. I have had a Sears account for too many years to recall. On Oct. 1, 2017, I mailed a $60 check to Sears MasterCard. I did not receive credit for that payment and received late fees. I took my bank statement showing the check cleared Wells Fargo/Wachovia to our local store manager but the Mastercard folks wouldn't believe the Sears person. They asked for a cancelled check so I went to the bank and was told with automated checks no cancelled check was available but I was provided a Transit Routing form proving payment was received and made from the bank. Still it's not enough "proof of payment" for Citicorp. It has been such a headache we have decided to find someone else to do business with other than Sears. In 2017 alone we purchased a washer, dryer and freezer but it will be worth our money to do business where we get credit for being good customers who have paid their bills on time for years.

I have a Sears garage door. On Tuesday Nov. 8 it would open only part way and I couldn't open it manually. I called, told them my car was inside, I was elderly and disabled, but they said it was not an emergency, even though I badly needed to go get food. They couldn't come out until Friday. Fortunatly a friend and I managed to get the door open, because on Friday, Nov 12, when they called to say they were coming out I told them that the problem was that the spring above the door was broken (which my friend had discovered AND I HAD ALREADY TOLD SEARS) and they said they didn't fix that; that I would have to call someone else. Meaning that if I hadn't been able to get my car out I'd STILL be without groceries and trapped at home. I'm telling all my friends not to EVER use sears. They count a broken refrigerator an emergency, but not leaving a handicapped 67 year old woman without transportation an emergency.

I have both a Bosch and Whirlpool Fridge. Both are under warranty. My first service appointment was cancelled on the day of service after we had waited the entire length of time (10-2pm, 4 hour, business day window). Rediculous. Sears should consider paying to miss an apointment so there will be immediate financial disincentive (easy metric to track) as opposed to folks just deciding not to purchase stuff in the future (difficuly metric). After I complained, the second appointment was made with "note from corporate" saying "appointment cannot be cancelled"- When the second tech arrived, I asked and he hadn't seen the note, but found it upon my prodding, but then claimed he didn't understand it. He then proceeded to tell me the parts we needed, but didn't order them. I find out the next day that the tech was supposed to order them, I'm forced to find a way to order them (several additional phone calls), and set up a third appointment. At the third appointment the parts still hadn't arrived so the tech had nothing to install. The tech then checked for "my order" didn't see anything, nor was there any record of parts ordered. The tech mumbled something regarding how parts can be ordered in various ways (which he was unable to check) but felt confident my order had been placed, they just hadn't arrived. Regardless, he placed yet another order. Parts began showing up a few days later and I called to verify how many parts I was supposed to get- I was told I had a hold on an appointment for Today (monday, 1-5). The following day I asked the same question and was again told I was set for monday, 1-5. At 5:03 monday I called and am told that my appointment was for the previous thursday, and it was cancelled due to no parts. Did someone ask me if I had no parts? Sears obviously can't tell when/where parts are being delivered so shouldn't someone have called? I never got another call. Now I'm scheduled for next thursday 1-5. I sincerly hope thursday is the last time I will ever have to deal with sears. The more I think about it, it probably is. I'd prefer to keep my "floor model" appliances under a service plan, but now not a chance. I wouldn't want to receive this type of service if it were free. My time is valuable too...

We purchased a new washer and dryer on November 5, 2010. We are unfortunately unable to get these items delivered until 19 Nov, 2010. We are not only paying for the cost of the new appliances but are also paying for the delivery, setup, and removal of old appliances. The store would not compromise on the delivery fees or date. I believe that in the future my business with Sears ceases.

I purchased a Samsung front loading washing machine and dryer from Sears on 5/28/09. When the machine was delivered, the installers retained the shipping bolts that are part of my purchase. I confirmed with Sear Customer Solutions that this is a standard policy of theirs. In the Samsung manual on page 9 it clearly states to "Keep the shipping bolts and spacers for later use." This clearly indicates that this is part of what I purchased. Furthermore, nothing on the Sears receipts indicates this policy, and no where did I sign anything that aknowledged Sear was going to retain these parts. I am moving now and need these parts to ensure my $800 washer is not damaged enroute. Sears needs to provide me these shipping bolts at no cost, as they were not their property to retain.

I purchased a gold necklace advertised at 50% off; paying cash although I do hold a Sears Credit Card with their 29% interest charges which I NEVER use. Two weeks later the same necklace was advertised at 75% off. I returned to the same store to obtain the difference and was told that they would have to refund me in full; place the necklace back into the showcase and that I could come back the next day and if it was still there I could buy it at the 75% off sale price. Ridiculous! None the less; I did as instructed; walked around the display and rebought it with the same sales person who I may add was rather ticked off but rang it in none the less. Why do they verbally give customers such a run around? I then proceeded home; cut up my Sears Card; informed them in writing to close my account ans swore that I would never open another Sears door or catalogue in my life again and I will hold to this!

hi guys last night while putting on my snow tires on my o8 f-150 my 3 ton floor jack rolled backwards and bent.i called my local sears store and told them i was glad i was, nt undernieth the truck at the time and i, ve got a bent jack now that won, t close and i shoulda had a jack stand below which i usually do if i, m gonna be undernieth the vehicle.tell ya the truth, i really don, t want anything as i, ll go get another jack but your customer relations employee at southern park mall in boardman ohio was very rude! by by the way, i have had good success with my craftmen tools which i have many over the years including my boxes.just wanted to let youknow what was going on in the field as i, ve been in the service industry for years. thanx john koch

November 4, 2010

My fridge was not acting right about a month ago. I made the mistake of calling Sears 4 My Home number. The $220 in advance payment seemed fair for a tech to show up and fix the fridge “within a few days” and also guarantee it for a year.

Unfortunately, almost a month later my fridge has since ceased to exist and I still continue to argue with the incompetent phone representatives. I’m buying a new fridge today (NOT AT SEARS) and will submit a complaint to the better business bureau. Unfortunate, incompetent and unprofessional is an understatement, I wish I looked on-line before using them…PLEASE DO NOT CALL 1-800-4-MYHOME YOU WILL REGRET IT. Please take m y advice and you will save MONEY and AGGRAVATION.

We signed a contract with Sears Home Services on 10-26-2010 for air conditioning replacement after sitting through a four hour sales pitch. We cancelled two days later because we were unable to validate the oral representations of the salesmen. In fact, the Sears Home Improvement staff failed to provide a single written answer to our questions. Sears placed a hold on our credit card for over $10, 000 and refused to release it after we cancelled the contract, in spite of numerous phone calls to their district manager. Thank you Sears for revealing your true colors while we still had time to cancel the contract. Never again!

I visited a Sears Outlet store a week and a half ago to find a Coin-Operated washing machine on sale. After speaking with a sales rep with no indication of any problems besides some scratches, I purchased the item and set up delivery times. Come to find out a week and half later after missing 3 scheduled delivery times, due to no product, the item is still on the sales floor, but broken. No one at the store knows what is wrong, but they can't deliver the product or a like replacement.

Overall, POOR CUSTOMER SERVICE, POOR SALES MANAGEMENT, AWFUL FOLLOW UP, and EVEN WORSE CARE FROM ANYWAY AT SEARS!

I've been annoyed with Sears before, but they have lost a customer for life! It's no wonder they filed bankruptcy! Won't be long again with this lack of service!