Sears
Reviews and Complaints

I purchased a part from Sears Parts Direct yesterday I selected the Expedite shipping method assuming the part would be delivered the next day.

Apparently in Sears world expedite means 2- 3 days or longer. I could have purchase my part from 50 other retailers. Shame on me for trusting the sears name. read the following. dont be fooled send your business elsewhere.

This unacceptable. I am home now and it is 6:45 pm. I paid for expedited shipping, not 2 or 3 day shipping. I could have gone 50 other places and received my part today, not next week. In my mind Expedited meant overnight.

I will not make a difference to the big bad Sears Machine, but I will tell my story, to others, I will never use Sears Parts Direct again. It wont make a difference to Sears but in my small universe it will make a world of difference and be a cause of much satisfaction.

I want a refund for $44.98 to make up for expedited shipped and pay for what it really is as standard shipping.

From: Sears - Parts Direct
To:
Sent: Thu, July 8, 2010 4:29:13 PM
Subject: Re: Shipping and order status

Good Afternoon Jay,

Thank you for contacting Sears regarding order number W079638. We
certainly apologize for the delay of your order.

Sears attempts to ensure that the content on the Website is complete.
Sears does not guarantee that the information contained on this Website
will not contain errors, inaccuracies or omissions. Such errors,
inaccuracies or omissions may relate to price or to product description
or availability.

Your order is currently in process to ship from the factory and should
arrive within two to three business days. The date provided at the time
of your order is an estimated arrival date. Expedite shipping is a two
to three business day timeframe. If you have not received your order by
the end of the business day on July 12, 2010 please contact us back for
further assistance. Again, we apologize for any inconvenience this may
delay may have created.

If we can be of additional assistance with any of your parts needs,
please contact us at [protected]@customerservice.sears.com or call us at
1-800-4MY-HOME [protected]).

We appreciate your business and thank you for choosing Sears.

Tanzania S.
Sears Parts Direct
[protected]@customerservice.sears.com
1-800-4MY-HOME [protected])

Original Message Follows:
------------------------
First Name: Jay
Last Name:
EmailAddress:
Email Address Confirm:
Daytime Phone:
Evening Phone:
Street Address:
City: Dallas
State: TX
ZIP/Postal Code: 75287
Order Number:
Order Date: 7/7/2010
Message: I placed an order yesterday through Sears Parts Direct and
selected "Expedited Shipping" as my preferred shipping method and
paid a $45.00 premium for the service so I would be assured that the
part would be on my doorstep when I arrived home this afternoon.

When I checked my order status this morning I am greeted with...

"In Process

Part is being prepared for shipment. It should ship within 1-2 business
days, and arrive within 5-7 business days."

This is unacceptable. I then contacted by phone [protected])
Sears PartsDirect and asked why my order status has not been updated and
where is my order? To be blunt, I was given the "runaround" and
even after asking to speak to a supervisor, to whom I was never
connected but relayed information. I still do not know where my order is
or when my order is going to be delivered.

I ordered through Sears PartsDirect because to me the Sears represents
respectability, integrity, honesty and respect for the customer. I
could have selected at least 50 other companies to do business with on
the internet for my order but I chose Sears. I am sure that if you, the
reader of this email, had ordered the same part, and had paid an
expedite fee of $45.00, you would be angry at Sears and at yourself for
the purchase decision.

Can you please tell me exactly where my order is and when my
"EXPEDITED" order will arrive on my door step?

Sincerely,

Jay

Browser Version: safari 533.4
IP Address: 72.54.92.66, 204.2.215.158
commercialAnonymous: FALSE

For my own protection I have removed my order and contact information

The refrigerator we purchased was delivered with more damage than was present when we purchased it. Upon delivery, the invoice had been falsified to make it look like we signed for it in that condition. The delivery person had us talk to his manager (on the phone) who assured us that the damaged handle would be replaced within a few days and that the store would make amends for the extra damage. Fully two weeks later and the situation is not resolved and we do not have the replacement handle. Unless Sears can take care of this within the next few days, we'll have to send back the refrigerator for a full refund and take legal action for having had our purchase invoice falsified after we signed and had our copy. A friend recommended the Sears Scratch and Dent Warehouse, but I will never shop there again.

Well let me tell you this I bought a fridge at sears in mcallen at the plaza mall, when the delivery team got there to deliver they were very rude, and they were going to haul away my old fridge and I aske them what were they going to do with it was it going to ger recycled like it said on the sears web site ane they said yes, so about one week later I went to a used appliance store in san juan tx, I could not belive my eyes the fridge that the team picked up from my house, they were selling it, so I inestigated and I found out that a lady by the name of pilar de la garza sells the appliances and she keeps the money, they dont recycle the old appliances, I got poof the haul aways the teams write on the back of the fridge the stop number wher they pick up that fridge, if you check the appliances at that used appliance store the have it on the back, I saw them picking up the appliances at the sears warehouse... So sears better do something about this or im going to call the news and let bthem know whats going on...

I too have experience with all of the malfunctions and horror stories everyone is relating in their posts. My story is even sadder — I did receive notice of the class action suit — did everything I was supposed to - and got rejected. There is supposed to be an appeal to the decision (I thought) but probably too late. The other ridiculous component to this story - is there was no longer history in sears records — according to them my serial number is invalid. Someone wiped out the records of phone calls I made and service visits. My machine no longer existed. I gave up the fight but I too was (Still am) duly pissed off — I had mine only 2 years before I started having the grease, the holes, the pumps, the mildew - etc etc etc. I gave up and put it at the curb. However if anyone knows what can be done post lawsuit I would greatly appreciate it. I too will not buy anything sears again. Fine - if they want to lose customers that way - have at it. The price was astronomical (Should have remembered my own advice not to buy first generation of anything new and supposedly cool) and the quality was crap! Never ever again. I was thinking of launching my own lawsuit against the sears store locally - but i'm not sure where I put all my documentation. I'm sure I did not throw that out — I knew I might rise to fight another battle! The machine - however - is in a landfill somewhere. I do have pictures though. Never ever another sears anything again - not even a craftsman screwdriver! I refuse to go within 100 feet of a sears store anymore. The memories are too painful (Mostly the memory of my $1000 down the tubes)

I purchased a refigerator a month ago. I cancelled the order after two delivery appointments were cancelled, yet I was never notified of the cancellation.

On June 1, I cancelled and was told my refund would be returned to me in 7-10 days. I felt this was ridiculous as I had paid with my VISA and all they had to do was reverse the charge.

Well, I still don't have my refund and today is day 18. I have gotten the runaround from the store manager, customer service, accounts payable, etc. I was told today that a CHECK went out 4 days ago. Why wasn't my VISA credited? No one knows why! I was also told the check could take up to a week to receive.

Do I need to say that Sears is in violation of their return policy? I am furious and quite sure this practice violates some consumer protection law. I will NEVER step foot in another Sears again. There are many other retailers that will do business with me in an honest fashion.

Never purchase a Carrier Infinity AC system from Sears

In April 2008 I spent $13, 600 for a Carrier Infinity air conditioning system for my home. The Sears salesman did the analysis of my home and recommended several systems. We replaced the AC unit, furnace, duct works and thermostat (we were told we needed to replace the thermostat since Carrier required a special computerized version. Cost $1500). He also recommended the new Puron units as the old refrigerant was not be manufactured any longer and all units soon would need to convert over to the new Puron refrigerant.

From day one the bad experience began. The installer showed up with his beat up truck and horse trailer, ripped out the entire unit and then stopped work. He told me he was unable to continue because Sears had not paid him for some of the work that was needed. A return air duct was not included in the price, even though he had it with him. After a long discussion with Sears I agreed to pay ½, about $335.00 my cost. I am sure I paid the entire thing and the local office jacked the cost up to appear I received a discount. After all, it is just a large flex tube.

With the unit installed the buba installer left. Within a short time the unit was not cooling. Buba had to come back out, check it out and make some adjustments. We went along for a while but the house never cooled that summer. I called and complained, and Sears sent buba back out. He says there is nothing wrong with the system. ‘Then why wont it cool’ I ask. His response is the new Puron used doesn’t cool like the old stuff. I added a large amount of installation to the attic in the hopes to keep the house cooler during the heat of the summer since the new Sears AC unit wasn’t doing it.

For the regular schedule maintenance I called Sears to come out and check out the system. The Service tech shows up and tells me that they had had a class on these Carrier units last February and basically they are not supposed to touch them. How wonderful, I thought then what is this expensive MTA contract I have actually for? He was not able to check the Puron levels as he needed more time allocated and would not be able to do it. I would need to call and schedule another appointment. I was stunned that not only did the technician not have the proper training, that he could only look at the system and confirm that it was there. That was the extent of his “Service”.

The units cools somewhat, but not what I would expect. The “cost savings” advertised by the Sears salesman are a farce, and now Sears (at least in the Austin, San Antonio region) have no training on how to support the products and warranties they sell. This has been a $13, 000 rip-off since day one.

Over the weekend the unit displayed a ‘System Malfunction’ message on the $1500 thermostat and then promptly shut down. I called Sears for a repair and will need to wait 5 days. They have scheduled a 2 hour window. Lucky me. I am now at this point trying to reach them to come earlier and to set a larger window so the lackluster trained tech can maybe figure out what the issue is.

If I get the same run around I plan to hire a certified Carrier technician myself, get them to tell me that the issue is and then promptly sue Sears.

The bottom line here is NEVER BUY A AIR CONDITIONER FROM SEARS AS THEY ARE OVER PRICED AND THEY ARE INCAPABLE TO SUPPORTING IT ONCE IT IS INSTALLED. Call someone local to you and deal with them as you will probably get a much better deal and service. Don’t be a victim of Sears

I have a Sears Kenimore Elite 6 Burner Stanless Steel Gas Gril that was purchased 3 years ago. The grill is now failing apart. The stanless steel burners are now rusted. The ignightor does not work. The paint is peeling from the heat and the debris holder has rusted and corroded away. I paid $1, 000.00 for thids grill that was suppose last at least 10 years. I have photos to e mail to you.

I'm posting this in order to 1. vent my frustrations and 2. hopefully stop someone from using Sears Automotive which will not only prevent someone from angst-ridden customer dissatisfaction, but also cost Sears something around $224.56 which happens to be what they owe me.

I've been working on cars for almost 20 years. I'm not a mechanic by trade, but I am the one that my friends go to for automotive questions and advice. I also just finished a timing chain and head gasket replacement on my other vehicle.. so I know a few things about cars. While on a road trip last summer my battery and alternator died. It was a Friday afternoon on a holiday weekend and I didn't have any tools with me, so I was thinking I was pretty much screwed in terms of getting serviced that day. I was towed to a Sears Automotive and a few hours and more than $400 later, I was back on the road. No big deal I thought.. I went to a Sears so I should have quality parts and service (haha..good one Sears, I didn't even see it coming).

A few weeks later I noticed typical belt squeal coming from the alternator belt. I assumed it had just needed to be re-adjusted, however it turns out the mechanic had left one of the bolts out and the alternator placement had shifted (folks: it turns out there is a reason why the "mechanics" that work at Sears were hired there rather than at a higher paying, less demanding independent shop). I didn't think this was a big deal, so I found the right bolt, and corrected the mounting of the alternator and had no problems except for a slight noise from the alternator bearing, probably caused by the misalignment with the belt.

Jump to 23, 000 miles and one year later and the alternator is kaput.. dead..deceased.. not alive.. no longer charging my over-priced Die Hard or Die Harder battery. I called Sears Automotive expecting to be able to change out the alternator and bring the old one in for a replacement. What transpired over the phone was more akin to the Monty Python infamous Parrot Sketch. (This alternator is not dead.. its just stunned and shagged out after a long charge! Its pining for the fjords!) No.. they insist that since they installed it, they need to be the ones that replace it. Not only that, but they will charge me to do so since the labor is out of the warranty period but the part is not. I offered to provide the car to verify the mileage, but they insisted rather adamantly that they must be the ones to repair it. I called Sears corporate to file a complaint and at first they asked if I was calling to complain about tires. (search for Sears Automotive tire complaints, folks.. God help you if you ever buy tires there. I had no idea it was so bad). I filed a complaint with the Better Business Bureau in Chicago, where Sears is based. The case was just closed as "resolved administratively" which basically means that Sears has lobbied them not to have a negative complaint filed against them, so they will be little help. I don't think there is much I can do now except appeal to you, dear readers, in an effort to cost them a few hundred bucks.

If you google "Sears Sucks" you will get about 263, 000 results and 263, 000 pages can't all be wrong. Oh, and $50 on ebay motors and one used alternator later, I am back on the road with no trouble. This is less than what I would have paid if I had Sears install another one of their DieHarder alternators. Feel free to contact me if anyone has any advice on how I can at least get some compensation or partial refund.

The softener dispenser that fits into the top of the agitator column keeps popping out sometime during the wash cycles. It ends up laying loose in the tub. I put it back in place but it pops out again. Not every time but on a consistent basis. It already has been replaced once by Sears. Washer was purchased in January 2007. Any comments/suggestions would be appreciated.

bought kenmore grille 4 years ago, under hood has been peeling off onto food for 3 years, dealt with, last two years, amount of rust on burners, expensive 30 dollar each burner covers, back of grill itself completely rotted to the point that the burners are free floating, just badly made for lasting, 400 should last more than four years, so i told to 8 different representatives at sears, two supervisors, and finally i cust service that said there was nothing they could do after the 1 year warranty was up, they could send a tech out to see what he could do at my cost, but the grill case is rotted to the point of no return, and this after covering the grill after every use, and keeping it in the shed all winter in new england, i own a 10 dollars gas grill that sits behind my shed for tailgating, that is in better condition,
so i would definitely not recommend kenmore grills for any kind of long term, especially not for the money they charge, or for there customer service that just reroutes and does not help at all, was even hung up on by a supervisor,

One year ago we purchased a new Kenmore Elite dishwasher. The service in the store was good and the salesperson knew the product. We paid to have the dishwasher we purchased installed. Sears contracts out that work and consumers should read the fine print so they know that Sears assumes little responsability for their contractors. Our experience with the contractor was not good. The Sears Brand Central Manager wasn't very helpful or polite and I don't feel my complaint was ever resolved. Now, one year and 15 days later I want Sears to replace the touch pad which has cracked. It's been cracked for several months and I am at fault for not calling them sooner. I called today and spoke with three different people. The last person I spoke with tried to explain a convoluted plan where they would send someone out and I would pay them. Then Sears would repay me up to $150 after I called them. Also I had to buy the parts and they would repay me up to $100. I asked several times if they could just send someone to repair my dishwasher under warranty and was told three times, "Ain't no way that's gonna happen". As you might imagine there's more to the story, but my message is that service and selection in the store may be good, but Sears is not very customer driven after the sale. It would have been really easy for them to take care of us, but they chose not to. We no longer shop at Sears, so when it's time to replace our Sears dishwasher, stove, microwave, refrigerator, washer, dryer, garage door opener, air compressor and tools I will go elsewhere.

What a disappointment! I paid over $1600 for this refrigerator, thought it would be great and it isn't. After 8 months the refrigerator side would not stay cool, up to 50-55 degrees at times. The repair man replaced the air diffuser. The grate inside was stuck shut not allowing the cool air from the freezer to circulate throught the vents in the back of the frig. Now 10 months later the same problem has occurred. Only now it isn't under warranty and the part that was replaced last May isn't under warranty. There has to be a design flaw for the diffuser to break so frequently. The repair man thought it might be freeing up and something breaking. Other than that the frig is fine, if you like warm milk!

They offered me a service with internet mobile in my phone for free, and after I commanded and I tryed to activate my service of internet but this didn't work, I called them and they said that internet was activated and confirm to me that this service was included in the plan for free and unlimited.

This was thuesday 24 june 2010, yesterday another agent called me and ask me about my internet " how is it going? bla bla bla" and after, she told me that my plan will be charged by Kilo bytes at 5 cent dollar, I told her that her workmates confirmed to me that it was in the plan, and not only one time several times they assured that.

So I've surfed during two days!, in my cell phone is indicated that I used 40 Mb, so 40 000 kb x .05 = 2000 CAD, I'm really scared! I will wait on monday because they will call me with the real data to be charged.

The agent that called me, told me that the service included in my plan is called WAP and that is not internet, but the phone that they offered me with the plan desn't work with WAP !|!?# yu ju what it's that, I'm very disapointed and very scared too.

The question is, if I could defend myself of them in the case they try to charge me for the service, having in consideration that they assured me at the fist time that it was free.

In April 2008 I purchased 4 tires with installation and Road Hazard Coverage. They were 65, 000 mile Bridgestone Weatherforce P22560T16. They cost $85.99 ea and Road Hazard cost $8.60 ea.

The mileage on the vehicle was 22, 421 mi. Yesterday June 24, 2010 I encountered unknown object while traveling which in turn punctured my rear passenger tire. When I went to Sears to see about a repair I was informed that I could purchase a new Tire at a prorated cost of aproximately $87.00 Dollars as the tire which was damaged was not repairable. At this point I am not sure what road hazard coverage is good for except to gouge the consumers mind or piece thereof. These tires only have 17, 000 miles of wear on them. The reprehensiblity of finagling their way out of honoring the coverage which I duly purchased actually does not surprise me but it sure does tick me off. In the meantime I have no spare tire.( One more little piece of mind)

On 6/1/10, Tuesday, I called for service because my washer was leaking again.

My complaint is that I felt that the washer's leaking hose problem is the same problem I called about previously, on 3/18 and which should have been discovered during the 3/26 visit while the washer was still under warranty (which expied on 4/1/10). I feel that I should be refunded for the service and labor charges.

This complaint about Sears Home Service is valid and still on-going; it's much too long and exasperating to detail here. I just want everyone out there to know that these folks have such abysmal customer service. There were way too many people handling this complaint. Not counting the 3 different people I spoke with during the problem with scheduling the return visit, there were at least 12 personnel from various departments, 6 of them from Customer Solutions alone! I have had to re-state my complaint too many times. The billing dispute form isn't even accurate in describing my complaint. There is a tremendous lack of cohesion within the Customer Solutions department in Hoffman Estates, Il., as well as at the Chesapeake Service District in Glen Burnie, MD. I will never again shop at Sears or Kmart and will definitely never use Sears Home Service for any reason.

I bought a model 919.167312 upright Air compressor around jan 2005. In a couple of weeks the bearing and fan went out. The plastic fan disintegrated. Because there is no Sears repair shop in Dubuque Iowa I decided it would be less hassle and quicker to just purchase the parts and fix the compressor myself . I fixed the compressor and only use it to pump the tires on my cars and motorcycles so I have few total hours on the compressor. Today the fan disintegrated again. I sent a email to Sears telling them that because of the repeat problem I thought they should send me a new $5.25 fan. The response was that Sears doesn't care about their customers. I will be telling evertone I know that the Sears does not have a service shop in Dubuque and all warranty has to be sent 75 miles away for repairs. If the tool is under warranty the cost is only aggravation, if the tool is out of warranty it is your responsiblity to get it to the repair shop. To me Sears may as well not have a warranty on there tools. I am sure I will be able to find a replacement for Sears, especially because they effectivly have no warranty anyway. Very disturbed and upset in Dubuque.

After purchasing a large flat screen TV from Sears, installation took about four weeks. Salesman never informed us we needed to purchase wall mount.
We informed the salesman when we purchased product that we wanted a wall mount and when the final day arrived for installation, they sent one guy! Had to reschedule again! Sears called back and asked for another $189.00, plus the $139.99 we already paid for installation. We have Directv, and instead of installing the receiver connections in back of the tv, they installed on side, so now we cannot install video games. We paid over $300.00 for installation and wires are still hanging, and cannot install our Wii. Installation was supposed to have a year warranty and have contracts to prove it! Called in less than a year and they still refuse after five calls, to do anything. Won't even return calls when they promise they will. Will never, ever purchase from Sears again! Now it's going to cost us another $300.00 plus, to have tv correctly installed!

I went to sears auto center for tire change and wheel alignment on 6/13/2010. they could not do alignment as one of the part (camvir bolt) needed was out of stock for my 1999 merdedes benz - c230 for which I had to go back. I talked to the manager on 6-15-10 and I made an appointment on 6-16-10 for 6-21-10 at 9:00 a. m. and requested to have the parts at store so that job can be done quickly and I can go to my job. the manager asked me to see him when I go there.
Today (6/21/10), I went there at 9:30 am and found that the parts were not there. I wanted to see the manager and I told the employee at the desk that I had talked with the manager and I am supposed to see him. the person at desk said that I could not see the manager as he was very busy. I told him to do the job anyway as quickly as possible and after 2 hours, I foun that they did not even touch my car. I took my refund and left. they do not care for customers. I wasted my time and gas to go to the store and back.

The door handle fell off on my Kenmore refrigerator that I bought from Sears . The manual doesn't explain how to remove the handle so that it can be fixed. I arranged a Sears repair visit, and the technician charged $127 for less than five minutes of work. All he had to do was to jam the door handle up off the holding flange. The charge should have been limited to the $75 service call.