Sears
Reviews and Complaints

I needed new washer and dryer on Sunday. I checked Consumer Reports, discovered the Sears Kenmore line had high marks, and features wanted.
I looked up items on website, noted items were available for delivery and called our local store. After inquiring if the wanted items were available and assured that they were, I went to store to purchase a very expensive washer, dryer and two pedestals. I was assured of next day delivery by sales person.
After returning home, I received a computerized telephone call four hours later (7:20pm) stating that the items purchased were not in the warehouse and were not available for delivery. I waited for a call back to re-schedule. One day off work to receive merchandise.
The call back came at 9:30am next day(Monday) and was told that the Items that I had purchased (and PAID FOR) were delayed at shipping center. I asked them for a delivery date and time, they replied tomorrow between 8:00am and 10:00am (Tuesday). Two days off work waiting for delivery. I called shipping to confirm the new delivery date and time and was told the items were held up at manufacturer. No delivery date offered. I was told to wait 24 to 48 hours for a call back to re-schedule for delivery.
8:35pm Tuesday night, received call from Sears shipping that the items were being shipped from Dallas (a day and a half drive by truck) but the truck was late. Delivery would be Wednesday morning. No time offered.
Wednesday morning, 10:00am, three days off work, I called shipping to attempt to find out when my $2012.49 washer and dryer were to be delivered. Was told that items were still at manufacturer, but delivery would be made on Thursday. No time offered.
I then called Sears product information and was told the items were available for next day delivery. I then attempted to contact the store General Manager three times in succession, one hour apart, told each time she was in a meeting.
I have been getting the proverbial run around for three days. Is this standard practice?
If I sold a box of rocks to someone, and told them that, yes indeed, their box of rocks is sitting out in our warehouse, and it would be delivered to them the next morning, if I had to go out and dig up the rocks to fill the promised order, by god, it would get done. If that box of rocks were not physically sitting out in the warehouse, when asked when they would be delivered, I would find out when it would be BEFORE the customer paid CASH for that box of rocks.
This is the last time I purchase ANYTHING from Sears. I do not have anyone available to be here to receive delivery, so I am forced to take unscheduled days off from my job to be available for them. If no delivery is made by tomorrow, I will be canceling the sale, the card, and they can sue me for the restocking fee of 15% per item. My job is not worth the hassle of waiting for this. Not a dime, will be paid.

Hello,
Please having read all the complaints against SEARS CUSTOMER SERVICE I would have to agree that SEARS has definitly earned their BAD REPUTATION easily.

I am just hoping my Kenmore Coldspot gets repaired. THEIR SALES & WARRANTY GUY WHO TOLD ME HE WORKED FOR A TELEMARKETING TIME SHARE COMPANY
WAS TRULY WORTH HIS WEIGHT IN PURE HOGWASH. He should get a reward for his out and out lying. He was terrible. He would have made a really really good used care sales person. He was ruthless in his steadfast attempt to sell me another MAINTENANCE AGREEMENT PLAN.

PLEASE DO NOT BUY ANY APPLIANCES FROM SEARS-BUYER BEWARE! I spent all that money for a Maintenance Agreement plan & I feel disappointed that they are furthering the recession with their blant disregard for peoples concerns. Like they are laughing at our foolishness in purchasing the products that they are selling. Maybe the appliances are all defective to begin with in the first place like 2nds from the factory. Already, needing better parts. Its like outsourcing-the parts were illfitting-not right, or faulty.

Have a wonderful day at another company far far away from SEARS WHERE AMERICA REFUSES TO SHOP AT SEARS
Blessings,
Margaret Sutter
THE SERVICE DEPARTMENT SHOULD BE CALLED SEARS UNCUSTOMER UNSERVICE DEPARTMENT

We also have the Oasis washer. It worked just great for a few years. It was very quiet and washed the clothes. For the past couple of months, the washer will pause and make a beeping noise...and display F1. I can press the Stop and then the Start and it resumes. But, now it makes a loud sound during the spin cycle like it's about to explode or something.

Does anyone know what the F1 message is supposed to indicate?

Thanks,
[protected]@earthlink.net

To whom it may concern,

My name is Kayla Jenkins. I applied to Sears for a position in Sales. The position that I applied for was partially commison based. Before I completed the application I was asked to pick a date for an interview. Naturallay I'm excited because I've been told that Sears is a great company to work for. However, on August 8th 2010. I was most disappointed not only with the customer service that I was given but with the way that the interview was handled. I arrived twenty minutes early in hopes of showing how much I really wanted this job. I spent ten minutes trying to find the HR office which the employees did a poor job of directing me towards. They stood around and talked while they watched me aimlessly walk around in circles looking for the office. This was even after I had asked for help. I finally found it and was going to ring the door bell on the wall. But, an employee that was passing by said dont bother she was heading in to the office and would let them know that I was there. I stood there another five minutes which made me three minutes late for the interview. I assumed that they were wrapping up a meeting or something and that thats what was keeping them. I waited another five minutes and rang the door bell. They came to the door laughing and joking like i hadnt been standing there. When i got into the office I tried to introduce myself. She made a joke about not knowing how to pronounce my name. its Kay-Lah (kayla) not that hard to pronounce I assure you. When i extended my hand to shake hers she looked me up and down and then took a seat. I handed her my resume, she asked me two questions about what i did for my past employers and then she recieved a text message. She responded. She then goes on to tell me that the position that i had appliued for had already been filled days prior to me coming in to my interview. At this point I was wondering why hadn't I been informed of this? She then tells me that they have an all commision pay position for appliances. I need a job. So i am perfectly fine with this. Before I can reply to her question in regards to what Up the Way Magazine was she starts sending multiple text messages. She then tells me that she is about to get yelled at by her boss because supposidly she missed a conference call that she was suppoused to have participated in at 1 that afternoon. At this point, I feel like this isnt an interview she just needed someone to talk to and thats not why I was there. I was there to inquire about a position that had already been filled. She never made eye contact. She even went further to start checking her emails to see if it was in an old email that she may have missed. Which of course she took the time to find. While shes checking her email she starts talking about the weather. Nothing to do with the job. I felt completely disrespected. And in my opinion I feel that she came off completely inappropriate. I will never EVER apply to Sears again. I will warn my family and friends not to shop at that specific store. Because the way that they behaved, they can spend their money else where and get more respect then that.

My wife and I were victims of the Nashville, TN flood (May 2010) and are in the process of rebuilding our home and our lives. Being a loyal Sears customer, we purchased our new refrigerator, stove, dishwasher, washer machine, and dryer from the local Sears store. All appliances were delivered in good order with the exception of the kitchen stove - it was damaged. The stove was purchased new and one would expect to have it delivered in new condition. The side was damaged on the first stove and the Sears representative wanted to simply provide us with a $50 gift card since the damage was on the side and would not be noticeable. For some folks, this might be ok but for us, we are purchasing a new item and want it to be delivered in new condition. Well, three more stoves were delivered one by one and they were all defective. We canceled the order and went to the store to talk to the store manager. The store manager was very professional but seemed to have little to say over the matter other than called customer service for us and we were given a $75 rebate on a new Kenmore stove that my wife liked. Today, the new (number 5) stove was delivered and guess what - it was also damaged. The Customer Service people do not care that we have been without a kitchen for a number of weeks now and that we have to pay $25 to $30 each day to eat meals outside our home since we do not have a stove to cook them on. Also, neither do they care about the many hours we have wasted waiting for the delivery trucks. Our time is valuable and at this time, we have spent more for meals than the stove cost. There is no customer service at Sears and this company has lost a very loyal customer not only for household items and tools but also for automotive items as well. Over the years, we have purchased EVERY new tire on each of our automobiles from Sears but this experience shows that Sears could care less about us as customers.

I purchased a new heating and cooling unit from Sears approx. three years ago. The subcontractor hired by Sears installed the unit. For whatever reason, it took him all day to do it. Two months ago the unit froze up. This pass weekend my hallway and bathroom floors were drenched with water. After calling Sears, the rep. told me they could not get anyone out to my house until Thursday, 8/5/10. I explained to the rep. that I have water all over my floor now and I need someone NOW! He put me on hold, came back and told me it will be 8/5/10 between 8-12 and it will be a $95 service charge. I asked him, how could Sears charge me for work that was not done properly in the first place. The apparatus that he unit is sitting on should have been replaced, but it was not. Due to the unit leaking, it has casued the wood to rot and the unit is unstable and leaning, it may fall any minute now. The hose that runs to the top out of the roof, was never sealed an I can look right out into the clear blue sky. It has been raining in there for about 3 years. Condensation is everywhere. I had my floor replaced less than a year ago and the area where the water is sitting is ruined in the hallway and bathroom. I truly believe that the technician tood full advantage of me being a womanand not knowing what to look for. I do not expect for you to send the same technician, because he made me feel uneasy and I think something was wrong with him. I have had 2 certified technicians tell me, whoever did this, did a rotten job. I want it done correctly Sears. You have been paid in full. I did expect more from you! Unfortunately, I am unable to attach photos.

Dec 7, 2007 I purchased a Memorex 32" LCD HD television with the extended 3 year warranty . This TV needed repair which I dropped off at the repair center at the Greensburg, Pa store . According to my service agreement I was entitled to a loaner . I went to the electronics department as instructed by the lady who I spoke with on the phone . I was told by a sales associate the they do not do that and referred me to the department manager . He said he would make copies of my agreement and would call the service center for authorization and would call me the next day. Which I never received any phone call from him . I waited the week for the repair. I dropped the TV off on July23, 2010 and was told it would be ready July 31.2010. I received an automated phone call at 8:15 am on July 31 stating that my TV was ready . I went to the pick up area of the Greensburg store and was told that my TV was not there . Your company has lost a long time customer ( since 1982 ) .
I have been working retail for many years .You NEVER LIE to a customer . If I am not able to get my TV back I expect to be reinburst for the one that I dropped off for repair.

We purchased a microwave from sears in 1985. The unit has as not been heating properly. It counts down and stops without completely clearing down to zero. We called for service and someone came out and said he could not find anything wrong with it. It surged the outlet and wiring was replaced. We had to plug it into another outlet it did the same thing. We called Sears they sent someone out. He proceeded to order parts, that they can't find parts all the parts . We have now been waiting over 2 weeks. This microwave is 20 years old. The cost of the parts, according to the receipt totals nearly $500.00. A new microwave only cost a little under $200.00 if we purchased it ourselves. But why should we when we have more than paid for 3 microwave with the extended warranty for all of our Sears appliances. The new management has a really bad rating. We have a master protection agreement [protected]. Eugene Wright.

I called Sears Home Improvement and spoke with Jerry Smith who was very informative, helpful, and nice to schedule an appointment for a roofing estimate. He informed me that their appt. center would contact me with confirmation. I recieved a call from a representative and he explained to me the time I asked for would not be possible because of their scheduled meetings on that particular day. I informed him that Jerry told me it would be possible and I would be missing work on the appointed day in order to schedule 3 estimates from different roofing companies. I was told to hold while he confirmed this with his supervisor and he returned to the phone to tell me yes they could accomodate me. The next day I recieved an e-mail with the wrong date/time on it. I called the appt. center and spoke with another representative that placated me and said my previous appt. was scheduled correctly and "to just disregard the e-mail notice because it is wrong." the day arrived and no show from Sears. I called again and spoke with Samantha and she said they had my appt. listed for another day. I informed her of the above and requested that someone needs to come out today. She said she would talk to a supervisor and call me back and 2 1/2 hours later-- no call. I called back and spoke with Johanna--at this time I expressed that I was mad at the miscommunication and she said that Samantha was not able to get a supervisor to call her back yet and that is why I haven't heard anything and quickly offered me $125.00 off "for my trouble." I informed her that the discount would not be beneficial if I could not get anyone to come out for an estimate and I wanted someone out today. She said that she would have to re-schedule my appt. for another day and I told her to have a supervisor call me back --it's been 2 days now--no one called back. I am giving my business to a professional company that cares about the customer--not Sears. I am very disappointed in the way Sears handled this after years of loyalty to them from myself as well as generations of my family. I am a professional and apply quality assurance to my job--why can they? Lisa Edwards

Sears Blue Crew Service repaired my Kenmore side-by-side refrigerator last week replacing the diffuser/damper which controls the chilled air flow to the refrigerator. The job took less than half an hour, but I was charged $219 for the labor (+ $104 for the part).

The technician explained that he did not calculate the labor charge, it was per the job code he entered for the replacement part. That works out to be a labor rate of over $400 per hour ... or from a different perspective, if the applicable labor rate used was $100 per hour then the job should have taken over 4 hours.

Sears has refused to provide any explanation for the apparently excessive charge. What a ripoff!

My 3 year old Kenmore Elite fridge ($ 2500) stopped working July 11. All my food had spoiled and the ice maker melted all over the floor.
21 phones, 3 technician visits and 3 no show appointments, 1 call to the President of Sears Dene Rogers.
It's day 12 and my fridge still isn't working and I cannot get anyone at Sears to compensate me for my lost food, money or time or fix my fridge.

I'm waiting on a loaner to be delivered tomorrow so they say!

This service is so bad I can't believe it.

Dishwasher quit pumping water. Called for a service tech who came out, poked around in the machine for about 1 minute, and informed me a needed a new machine. Being ignorant, I ordered the machine and the tech left. He never provided a receipt and said one would be emailed to me. I never received anything but was charged 850.00. Shortly after he left my wife was poking around in the machine and noticed a clogged filter. One minute later the machine works perfectly! He never even checked it. I called Sears 888 number and it took five people and two hours to cancel the order for the new machine. They still cannot provide a receipt. They are refusing to refund the 120.00 repair fee even though they admit the tech lied to me and never did what he was supposed to. They admit the problem but told me that company policy is to not refund the repair amount. Unbelievable. Tech never checks anything, scams me into buying a new machine, never provides any paperwork whatsoever, and they still have the gall to charge me for the call. I'm calling M.C. to file a complaint and prevent the charge.

On July 14, I purchased a Whirlpool refrigerator and Whirlpool gas range along with a gas range connector from Sears Online. This order was supposed to be delivered on July 20. On July 19, I called Sears Delivery to confirm delivery time. They could not locate my order, so transferred me to another department, which could not offer me any assistance either. I went online and started a live chat with a CSR who was at least able to find my order but informed me that delivery would not be until July 23. FINE. The evening of July 20, I get a call from the Sears delivery person because I am not at the delivery address. OMG! I tell the gentleman everything that had taken place, he tells me that the scheduled delivery date has always been July 20! and that he would still deliver it that evening if I wanted. I told him no, we would just leave it for July 23... which HE can't do because it has to go through Sears scheduling. I informed him that it HAD gone through them as they were the ones who told me it would be July 23. He then asks me if I wanted him to connect the range. Yes, I would please. Well then ma'am you need to purchase a gas range connector. WHAT? I have purchased this item, I have it on my receipt. But he does not. So I need to call Sears Delivery Department to schedule delivery for July 23 and ask about the connector. SO... I call Sears on July 21 and wouldn't you know it... once again they cannot find the order. After two hours and at least five transfers to and from various departments I find someone who CAN locate the order and sees that I did indeed purchase said connector and will call the department I was transferred from. She comes back to me after about four minutes and says they told her the same thing and she has to go to her supervisor. I wait for another five minutes and... GET HUNG UP ON. What the hell! Now I get to go through the whole process all over again, and naturally the first person to answer the call... CANNOT FIND MY ORDER. It appears that everyone working at Sears has their heads up their ###. No one knows what the heck the other is doing. And unfortunately the customer is the one who suffers. This is the absolute worst experience I have ever had. I would not recommend Sears for ANY online purchase. In fact. I WILL suggest to everyone via Facebook and Myspace that they STAY AWAY from Sears online. I have never been more frustrated in my life. And at the time of this letter... NOTHING has been resolved. I had planned to purchase a washer and dryer through Sears, I know better now.

Delivery driver admitted breaking my tail light while delivering a refridgerator. Later when I called Sears regarding the matter I was told that sears can not do anything about it because the carrier is not a sears employee. Sears SUCKS! I will not buy so much as a pair of socks from them ever again! The carrier whom does supposedly NOT work for Sears was in a truck that had SEARS plastered across the side of it. Go to HomeDepot, Lowes, A-1, or ANYWHERE else! Apparently their drivers can damage YOUR PROPERTY and no one is liable . Customer service department is a joke . Good luck. You will be transferred numerous times to no avail. DO YOURSELF A HUGE FAVOR; forget that Sears exists!

On Nov. 25th. I went to the sears parts center on thompson lane in nashvill, tn. to purchase a replacement bulb for my over the stove micro-wave . they told me the bulbs were $11.49 each! it takes 2 the only thing special about these bulbs was the base is a med. smaller than a standard bigger than a night light size.you can get this at home depot or wal-mart for a high intensity lamp for under $2.00 I kept asking what was so special about this bulb to cost that much. the bottom line was only they made it a med. base to make you spend $11.49 and have to get it from them!

Sears Kenmore Trio refrigerator model 795.[protected] made in september 2009. Almost 4 years later, both overhead lights located at the front of the unit only flash for an instant when the upper switches are pressed, so they no longer stay lit. Sears says there is no recall, so now what do I do. Our local electrician checked all the connections and said the problem is most likely in the computer board. Now what? We don't feel we should pay the 400-500 dollars to have sears come out and fix it. We feel cheated. We only bought the frig 2 years ago.

Watch out. I have a $1700.00 balance on my Sears account and was charged 25.24% interest of $350.00. Reason, I puchased something sometime ago and did not pay if off in the time alloted. The free interest period ran out. I called and asked about and was told in so many words 'sorry' nothing we can do.

Bye Sears.

I waited two weeks for service to repair a leaky dishwasher. The servive rep said that the leak was coming from a connection to the faucet and could not fix it because it was a plumbing issue. I explained that Sears installed the dishwasher and connected the unit to the faucet and should therefore fix it. The technician explained that it was company policy for him not to repair the connection.

I called customer service and spoke to Ms. Cheeley in Atalnta. SHE WAS EXTREMELY RUDE!
I explained that I do not object to paying the $129 service fee however I would like for them to repair the connection. If they refuse to repair the connection (that Sears installed) then they should at least reduce the traveling fee for the technician to something less than $129. MS. CHEELEY REFUSED MY REQUEST.

Special Note: My wife and I moved into a new home about 1.5 years ago and bought $10, 000 worth of appliances from Sears. We did not hestitate because we heard that Sears was a good company that stood behind its products. WHAT A JOKE!

We purchased a Kenmore front loading washer and dryer team from Sears Canada in the fall of 2007. A few weeks ago one of the three computers in the washing machine was determined defective by their technician when he was here. Turns out that computer defects are only have limited coverage for two years after purchase. Defective product and we are forced to pay 375.00 for the part plus the technicians fees for swapping out all computers to figure out which one is defective.

On top of it all, I have been calling into the service department because they never call you and follow-up on anything. We have been waiting for our parts to come in for weeks. So much for their comprehensive network of parts and services.

On July the 3rd I purchased a laundry Center from the Sears store listed above to be delivered on the 5th. When it was delivered the dryer turned out to be gas and not electric. I tried to get the delivery team to take it back with them when they left and they refused. I then went to the store, and ask for a manager. A man (Paul Binko I can only assume) even though his sales clerk number matched someone named John, changed the order, and said it would be delivered on Wednesday (this was at 10:00am in the morning). That afternoon around 4:00pm I had a voice mail from the dingbat clerk (Nicole Renshaw) stating that she had tried to reprocess the order, because the man that rang it up that morning messed up her commission (like she even deserves one). She wanted me to come back into the store so she could rering it with my card so she will not lose her commission and oh yeah by the way she screwed up the delivery day and now it will not happen till Thrusday. I went to the store and proceeded to attempt to cancel the purchase entirely, and to try to get the other one out of my house. To make this short, after a lot of hassles for the next two days I finally got rid of the other one that I could not use. But here it is over a week later and they still have my funds held up and not returned to my account. I find this very bad posture on their part. Since they took the funds immediately, they should return the funds the same way.