Sears
Reviews and Complaints

I purchased a new furnace on 10/29/10 and on 11/2/10 I woke up to a cold house because the New furnace stopped working. It was about 4:30AM and the outside temperature was around 30 degrees. I called the service number on the front of my New furnace and was told that my local service company was not open until 7am and I had to call back. I then got back in bed and couldn’t get back to sleep because it was so cold and nether could my wife. I finally gave up on sleep around 6:30AM plus I had to get to work by 8AM I then called the Sears service phone number back. I then spoke to another service rep and gave my information for service. The rep then said that I wasn’t in the system and he couldn’t place a service call for me at this time. I told the rep that I have just purchased the furnace four days ago and it comes with a one year warranty. I then told the rep to please send a tech out and we can figure out the rest on the back end. The rep said that there was nothing that he could do. The rep then transferred me to the warranty department. The warranty department was closed so I called the service number back even more frustrated. I then spoke to another service rep and was again told that my information was not found in the system and again transferred to the warranty department. I then got a live person at the warranty center and they found my information in the system. The person that I spoke to in the warranty then asked me for my model number on my unit and put in the correct system so that the service center could put up a service call for my New furnace. I was then transferred back to the service department and the service rep that I spoke to finally found me in the system and said that the next Emergency service spot available was the next day between 1 – 5pm. I said that I can’t wait that long because it’s cold and even colder at night. The rep then said again that tomorrow or the day after was the soonest. I then said a few choice words and said whatever and hung up. I then found the phone number of the company that Sears sent out to install my furnace. It was some guys in a pick up truck and two unmarked cars by the way. The guy that installed my furnace answered the phone and I told him my problem. He then said that he would come out to my house today between 12 – 1pm. As 3:40pm still no service tech. I must also add that Sears took up two hours of my cell phone minutes today also.
With this said, DON’T BUY EQUIPMENT SUCH AS FURNANCES, AIR CONDITIONERS ect… from Sears. Stick with a local company that has 24 hour service. If not you could freeze your but off in the winter. I plan to take further action and will keep you all posted.

Sears falsely listed me as owing $11 when in fact Sears failed to credit my return to the store. As a result 6 months later, going through a refi on our home we find that my credit score has dropped due to their poor record keeping. We reported this to Sears and after being put on "hold" by "Toni" (who refused to give her last name - Sear acknowledge it was their recordkeeping error but then informed us that it would be several months before this was corrected - meanwhile we are out the money for the refi.

Every time we asked to speak to a supervisor - we were told "have a nice day" and the phone was disconnected.

Anyone who does business with Sears these days is an idiot.

Mr. Bruce Johnson, President and CEO
Sears Corporate Offices
3333 Beverly Road
Hoffman Estates, IL 60179

Dear Mr. Johnson:
Several weeks ago I called and asked for a service rep to come and determine the problem with my washing machine. Four days later he came. Based on what I told him, he diagnosed the problem and also cleaned by dryer. I paid over $300 to him via credit card, and we scheduled a day a little over a week later because that was when I could be at home from work. The part was ordered and arrived in four days.

That Monday morning came, and I waited and waited. Finally I called the 1 800 number for service. The person who answered told me that the repair man was sick. I asked why no one had called to let me know. Then she said I would have to re-schedule for two weeks later.

We have seven people using the washing machine. I said I needed the machine fixed quicker and wanted to talk to a supervisor. I was put on hold over 30 minutes. No one answered the phone. I hung up and called again. Same problem--this time eventually I was cut off. My son called, waited on hold a long time, and talked to a third person. When he asked to speak to a manager, he was put on hold a long time, and then the phone recycled to the beginning of the automated statements. The fourth time when he called and asked to speak to a manager, the girl, Jenny, (the fourth person we had talked to) hung up on him.

I gave up calling and went in person to the local Sears during my lunch time. The manager there (in Florence, AL), a Ms. McFall, said she would try to help. I told her I could name the people I talked with but was told that would be of no use because the call center was outsourced.

She called me back and was able to get a repair person to come two days later. I COMMEND Ms. McFall but am totally frustrated with your repair calling center. I told her I would hesitate to buy any appliances in a store with such a poor repair system. By outsourcing, you are being penny wise but pound foolish. My son and I were treated so rudely by the call center that I feel very uncomfortable planning to buy at Sears again. I must have appliances that are dependable, but, at least as important, service that is timely and dependable carried out by competent people who are willing and able to help with any problem. Regretfully, I found no such service through the Sears call-in repair center. Rather, my son and I found frustration, no help, and rude and disrespectful behavior over the phone.

Phyllis H. Linton
cc. Sears, Florence, AL

I placed an order over the phone with Sears Product Support Ctr at AZ. A sales rep helped me to put through the order around 3pm EST. However, I didn't receive any email confirmation as of 6pm. So I did an online chat on Sears.com to find out. I was connected with an online chat person for almost an hour and all I got was "thank you for waiting, I'll be with you soon." So I decided to call. When I call Sears CS, they found out that the email address on the order was incorrect so they resent the invoice to my correct address. When I received the email, I was in shock since the invoice total was way off from what I was told. First I was never asked for a 5-yr protection plan but it was charged on the invoice. Secondly, I was told that delivery and installation will be free but it was charged in the invoice. Third, the total price including tax on the invoice was over $1, 500 higher than quoted on the phone! I was then told on the phone that the only option I have is to cancel the order. I was connected to a case manager and he told me that it will take 7-10 business days just to cancel my order and credit my account even though the charge was put through in 15 minutes!

Does this whole story sound ridiculous to you?! It does to me!

I'm going to put this up on every online forum that I can get to and warm people about the service that Sears provided and never to place the order through their product support again!

I recently purchased a storage shed from Sears, at the time of purchase they offered a free flooring kit with the terms of a mail-in rebate. I needed the shed then, so the deal sounded okay. The first thing I did when I got home was fill out the rebate and mailed it the following day. I followed all the instructions carefully and made copies of my own. The rebate return time was to be in eight to eleven weeks . So after eleven weeks went by and I had not received the rebate of 129.00 dollars I became concerned. I called the Sears rebate center and was told that I submitted the wrong information on the form. I was told they had sent me an e-mail regarding that. I never received any e-mail regarding it. I then asked what wrong information did I submit. I then told the rebate rep that I had made copies and were looking at them. I then asked again where was my error. The Sears rep stuttered and mumbled something, had no idea what she just said. My reply was what ? I replied again where was the error . The Sears rep then replied that I should receive it in twenty-one days. Still waiting for the rebate. I will never buy anything again especially at Sears with a rebate offer. Just a week after I purchased my shed another store advertised the same shed and floor kit no mail in rebate required for the same price. Really wish I would have waited. Many retail stores try to entice consumers with rebate offers . I would seriously reconsider any purchases this way. If you can wait most likely the item you want to purchase will eventually be on sale for the same price, if not cheaper. I know next time i will definitley wait.

Has anyone else's oven door been difficult to open and keep open, with a tendency to slam back up? And the handle breaking off like the cheap plastic and screws affair that it is?

i have been a loyal customer for over fifty years! this is the last time i'll argue fight, complain or anything else. the battery drill reputation they have is almost unbelieveable. i was suckered into buying a fifteen dollar warranty. they now want to give me a gift card, for what? i've had three of their bad drills, and now have none, and what am i going to do with a sears gift card? maybe buy a bathing suit, or a garden hose to get soaked again. i only want my cash back, before sears and k-mart file bankruptcy. rumors are suggesting this is very close to happening. if you've noticed very few products in sears tores carry the kemore or craftsman name. DON'T GET SUCKED INTO ONE OF THOSE PURCHASE PROTECT WARRANTY'S LIKE I DID.sears has made a fool of me, and caused me great embarassment.

As noted by sevral other consumers, I found the interior lights staying on after the doors were closed. The heat from the lamps melted the lens and housing. Had I not been home this could have possibly been a disaster, possible fire hazard, and if sleeping possible injury or death.

Sears Sold me a new carrier Furnace in January 09 . The sales people were extremely high pressure and promised Sears rewires all electrical connections with a new installation, . They also provided a five year maintenance agreement which they never gave me., I had to request and finally received nine month later. It is not a maintenance agreement but an extended warranty. so the $200. plus a year I would save was a lie., they just came and provided their annual maintenance and cleaning and charged for a new filter, which has always been a part of a MA. in addition all work is sub contracted and we have found many issues regarding the quality of the contractors. There appears to be no screening process to become a sears contractor. I would never buy a home improvement from Sears again.

My Husband & I purchased a range in July. The very first time using it, the drip pans were chipping, and staining. I contacted Sears, who sent me new drip pans. The same thing happened the first time using these! I called and told them it had to be the finish---obviously they were not sealed properly. They were very rude to me, insisted I could get a new stove if I paid $150 restocking fee. That wasn't acceptable.
I took the drip pans to the Sears store in Morehead City to see what they could do. I requested different drip pans, not a new stove. We found that the "new stove" would have the exact same drip pans--which are defective! We'd be in the same boat. The people at the 800 number were very rude to me--insisting I couldn't have an upgraded drip pan just because I wanted it. This is lunacy! They want me to return a stove, replace it, and reinstall it, only to have the same problem again! The manager at Sears promised on 2 occassions that she would try to get the $15 stainless steel drip pans I wanted, and call me back. I didn't hear from her the first time---I had to call back. She promised she'd call that Thursday--her day off---after checking with her boss. I never heard back!
What has happened to Sears? We have bought many items from them, but to be told a defective item is what I must put up with--unless I could come up with $200 to $300 more for a different stove?

This is unacceptable. The people at the 800 number were rude! The Manager at Sears Morehead City was kind---just never followed through. It is now October, and no answers!

We will think twice before buying, or recommending Sears to one of our four grown children, or to Friends. I need answers.

In 2002, I had Sears home improvement install windows and siding on my home. The windows sills were installed incorrectly and therefore water ran into my home and ruined the brand new drywall and paint on the interior of the home. On July 17th 2010 I contacted Sears home improvement about repairing the defective siding and windows. It is Now OCTOBER 13th 2010, and nothing has been accomplished. I spoke to Mellisa Kirkland in july and have attempted to work with her towards resolution. After calling so many times I cannot count, two contractors coming to my home, Dealing with regional tech manager Scott Reinhold, Nothing has been done to fix the issue. I finally spoke to Betty, Melissa Kirkland direct supervisor (which by the way she fought connecting me to), TO GET SOMETHING GOING TO FIX THE FAULTY CONSTRUCTION DONE TO MY HOME. She was able to contact Scott Reinholds manager to get approval to get the contractors out to my home to repair the issue. I still have no date or time they will be to the home, they stated they will only fix the area being affected by the water damage. Meanwhile the same process that was used on the windows that are leaking was also used on the entire house, which means sooner or later the rest of the windows in the home will leak. I do not think that Sears has compitent contractors that can handle this assignment. I would like to have someone who can get this issue handled to contact me directly. My home phone is [protected], My name is Charles Kilmer, address of 21 scotchtown drive, middletown Ny 10941

I purchased a pool table on 9/16/2010 from sears online. My scheduled delivery date was 10/1. when i did not get an e-mail with the tracking number i called customer service. I was given the 3rd party vender phone number and told that i need to call them, because they have my table and was hung up on. I called again another day and spoke to Veronica a supervisor who said she would call me back and never did. I called again and spoke to yet another supervisor Laura who did call me and e-mail me back but with no progress other than they contacted the vender and are waiting for a call back from them. I am so disgusted with this whole thing. Where is the customer servise? Are you telling me that NO one at sears can find out why this has not gone out to me yet or get it done? After being a
sears customer since the 1980's i've never been so disappointed with them. It is just awful that no one seems to want to go abouve and beyond to figure out what is going on with this order. The order # is [protected]

Baspatti

I don't even know where to start. Sears and their AE Nationwide is downright embarrassing. You couldn't pay me enough to buy from Sears again.

I had two service appointments where the AE Nationwide repairman was a no show. The first one didn't even result in a call. After confirming the appointment, I took the afternoon off from work and the guy NEVER SHOWED UP. I called and was told that he was "overbooked" and that someone was going to call me...when? The next week? All I could do was make a new appointment.

Flash forward to today. Another four hour window and I'm sitting at home. Two hours into my window I got a call (at least they called this time). Oh...we're sorry. There's no technician in your area today. I explained to the woman that I had already been blown off on Friday. She checked her schedule and was quite embarrassed, but no resolution.

You know what? I'm handy enough to install the parts on my own, but take my advice. DON'T BUY AN APPLIANCE FROM SEARS! Next time, I'll spend $100 more and get it from the Mom and Pop store down the street. They're happy to call me and meet me at the house for service.

Sears, thank you very little. I cancelled my Sears card and I'll spend at least 8 hours of my time (the same time that you wasted) telling everyone I can find about your crappy customer service.

Sears Customer Service,

Re: Riding Lawnmower Issue

My name is: Derwood A. Stewart; Address: 12 Lucky Drive; City: Mayflower, State: AR; Zip: 72106;

Day & Evening Phone: [protected] Email: [protected]@att.net

On July 26th 2009 I purchased a new Riding Lawnmower and a new Push Lawnmower from your North Little Rock, Arkansas McCain Mall store # 1206 of which I have a few comments to make.

I have been using Craftsman Lawnmowers since the early 1990s and for the most part have enjoyed this product. However, I have some issues with the new Riding Lawnmower that I purchased: [protected] YT 42-IN, CM CLB $1, 399.99; Model # 917.28922, the unit is red in color; 21HP.

Note: First of all let me say that the mower deck on this unit when engaged vibrates way too much and it sounds like a thrashing machine.

At first, I thought noise and vibrations was due to this machine being 21HP or that it may have a bad blade. I tried changing out the blades for an older heavy-duty used set of blades that I still had from my previous mower.

This proved to be successful; the vibration and noise diminished quite a bit; it seemed more like what I was use to with other units.

When I had an opportunity to do so, I asked a Sears Service Tec to check out the blades that came on the unit to see if they were defective. He said one of the blades was tweaked and then put some new blades on the machine for me.

When I cranked up the mower after the Tec left, I noticed that the mower-deck still vibrated a lot more than my three previous Craftsman Riding Lawnmowers did. This mower is the fourth New Craftsman Riding Lawnmower that I have purchased in the past fifteen years. I also owned two other used Craftsman Riding Lawnmowers in the past.

Note: There is another issue that concerns me about my new Craftsman Riding Lawnmower and in my opinion, it is a MAJOR concern; it is this: The Leaver device located on the left side of the mower that lowers and raises the mower-deck protrudes out at an angel away from the machine and is a hazard in that, in the event that when operating the mower, if one mows a little too close to some objects such as trees, some fences, a yard swing and so on, the lever has a potential to snag onto the object thus, creating a potentially dangerous situation.

This snagging onto something actually happened to me; the incident rapped me around a tree which could have seriously hurt someone that was not as experienced in operating a Riding Lawnmower as myself. Thank God my wife or one of our grand children was not mowing the yard when this happened; they may have been seriously injured.

It was at this point that I decided to call the Sears store where I purchased the unit and they in turn, sent a Tec out to access the situation.

This is when the Tec replaced the Mower-deck blades; he also ordered some replacement parts for the damaged parts due to the incident with the tree and had them sent to me. He later came back and installed these parts. However, he did not properly straighten or replace the body of the mower thus; the part did not fit properly.

Note: Even though I try to make a conscience effort to be mindful of the aforementioned problem, occasionally the deck lever catches on something in passing. This past Friday July 16th 2010 while I was mowing our back yard, the deck lever caught onto objects on two occasions. The first occasion nearly jerked me off the machine and caused the deck to drop all the way down cutting deep into the lawn. The second incident was not as extreme as I was moving very slow.

I am very concerned about this problem and I would prefer not having to call the Consumer Safety Protection Agency of the Office of the Attorney General to address this problem thus, I would like to know what Sears intends to do to resolve this problem.

I just wondered what you might have to say about all of this. I am hopeful that you will take a sincere interest in this matter and will address the issue in due course.

Note: I am still having issues with this problem and I would like to know if craftsman and Sears intends to do anything about resolving this problem before someone gets seriously hurt.

Thank you for your timely assistance and consideration in my behalf in taking action in this matter.

Respectfully

Derwood A. Stewart

I purchased a plasma TV from Sears 1 year and 1 month ago and paid over $2000. At the time of purchase I was offered an Extended Warranty and was promised by the sales rep that if anything went wrong with the TV, they would immediately repair or replace it. I paid $349 for the Warranty.

About 1 month ago my TV stopped turning on so I called Sears for repair on September 3, 2010. They said the first available rep would not be available until September 14, 2010. On the morning of the 14th, I went to work and the rep showed up at my house. My wife was waiting for him. I get a call from my wife stating that the Rep came alone and he needed me to come back home from work and help him take the TV off the stand. SEARS NEVER TOLD ME THE TV HAD TO BE OFF THE STAND.

The rep told us he needed to order a part and when the part came he would come back to install it. He said he could not come back until September 28, 2010. That is 25 days from the date of my initial call to Sears.

I was frustrated and I called Sears the same day and they told me that there is nothing I can do but wait. They said that the Warranty Agreement stated that they had 21 days from the date of the order for the part to replace my TV. I said ok we will wait until the 28th of September for the repair guy to return and install the part.

Today is the 28th of September. I did not go to work to help the guy put the TV on the stand after he fixes it. However, rather than the repair guy showing up, I got a call from Sears stating that the part is on back order and they cannot tell me when they will have the part.

I asked them to replace the TV since it has been 25 days since my initial call. They stated that the Warranty Agreement states that they have "30" days from the date of the order of the part to replace the TV. This is 9 more days then they initially told me. (first they said 21 days).

So I decided to ready through the Warranty Agreement and realized that the Agreement does not say anything about the number of days they have to repair or replace the TV. However, the rep who sold me the Warranty said that it was immediate repair or replacement if they could not tell repair the TV.

Next I called the Warranty department to ask them where in the Agreement they could show me they had 30 days or 21 days and I was told that it was not in the Agreement but rather some policy they had created. Huh?

So I was told that I now have to wait until October 15 to get a new TV. That is 43 days from my initial call on September 3, 2010.

I WILL NEVER BUY A WARRANTY FROM SEARS AGAIN AND I MAY NEVER SHOP THEIR AGAIN.

Customer support at Sears has been very unsupportive and unprofessional. My last call I was told there was nothing I could do and that I should find myself a lawyer if I needed to dispute this any further by a rep named Nathan.

I had made a complaint on sept.22, 2010 to report an abused of power by a supervisor. I hope this is taken in concideration due to the fact that on the 23rd I had to take my wife to the hospital because she went through the same situation yesterday. Because her supervisor [wilmarie aponte] used an inapropiate languange, was screaming at her, and also practicaly forse her to leave work. My wife had a nerveus breakdown also we were in the hospital for 5 hours because they put her on medication to calm her down. I will like to add that the management is aware of her behavior also about 5 to 7 emplotees had written letters with complaints and nothing is been done.