Sears
Reviews and Complaints

Sears .com's customer service is awful. 6 people, 4 hours, 3 automated lines, over 4 days, and still haven't been able to complete a $1K purchase of a washer/dryer. It's complicated to complete a split transaction on Sears.com. Gift Card & Credit Card has thrown them off. And each time I call I get a different answer as to WHEN the Gift Card, that they zeroed out mistakenly, will be filled again. I will NEVER buy from Sears again. I highly suggest others avoid them, as well.

Order#: [protected]

To start, the whole set up of the website for international orders is horrific. They do not outline the shipping costs upfront but only add it on at the end when you submit the order. They insist on billing you in your own local currency. The shippng logistics is bad & shipping costs are horrifically high - highest from my experience for online shopping. The website is slow & when you add something to shopping cart, you have to go back to the general menu & not where you were browsing last.

Anyway, I ordered goods in Feb. Total about 17 items. Items were shipped one by one or two by two. So after more than a month, I still had not received all the items from their intermittent shipments & all the shipping notices they sent me were not the items I received anyway. Then I had to chase up on outstanding items, total about 9 of them at the time. Then only then were they intermittently shipped to me again. By the end of 2months+, still there were 2 items missing. Went through a whole range of communications including me having to call long distance then they said they would refund me the missing two items. This is 2.5mths after my order. Sears then refunds me in US$. But when they billed me they insisted on charging me in HK$ at an extremely high exchange rate. Then they refund me in US$ & use the credit card co.'s exisitng exchange rate which was less than what Sears originally charged me. So they can make gains? what about me? Why should I lose out because of their screw up & their tactic of refunding me in another currency than they billed so they can take advantage of them having charged me at a higher exchange rate? So ridiculous.
I am lost for how to get my money back, let alone any compensation for all the grief they have cause d& how I could not give away any of the presents I had bought for friend's New born babies etc since the shipment was so late & missing items.

On 5/3/10 a delivery of a refrigerator was done to our home. The warehouse is located in Kingston NH and we cannot believe the gross negligence taken by these people. The delivery men opened the box and the refrigerator had several dents and scratches on the doors and handles. These had to be noticed by the warehouse personnel as the product was re-boxed for delivery. I feel that some kind of compensation for my trouble (a gift card or no charge for delivery would be nice). Apologies are not good should not have happened in first place.

Hello,

I was a former worker for Sears. I worked for Sears from September 2006 to January 2009. I was a salesmen in the hardware department for all those years and I have numerous stories of this single store.

Racism:
Sears, after my second year, hired a new ASM (Assissant Store Manager) for Softlines (clothing section); she was African-American. She needed someone to pick up all the baskets outside. She called me and an African-American girl. The girl SCREAMED at her about she's not going to do that, so she let her go. I gave the same speech and she said "No, YOUR going to do it". I passed it onto my manager AND Human Resources, nothing was filed, the HR was African-American as well.

Drugs/Sex/Adultery:
My first manager would have parties at one of the other co-workers homes, we (all the other salesmen) were invitied. When we all arrvied, our manager was already drunk. When we were all talking, a younger female co-worker and him came out of the dark alley, my manager was married but she did not go to the party. Later on that night he invitied me and some other workers to a party. I declined to go to the party. My friend told me the story: At the party, he began smoking marijuana and further drinking. He tried to call on the same co-worker he came out of the alley with.

Adultery II:
When I was in my manager's office I and another coworker looked in his briefcase for pens. What we found was numerous letters sent to the store from a woman who knew our manager. She wrote about how "she was to lay by a fire with him" and can't wait "for him to visit her in GA".

Dangerous Enviroment:
When I moved to a new position, MCA (a stocker), I worked in the back of the store. Where I worked, was a 2x4 piece of lumbr filed with RUSTED NAILS that HANGED ABOVE MY HEAD. I contacted my store manager numerous times with his reply beig "that's a eletrical problem and needs an electrican" it was never fixed.

Warranties:
All of the expensive products of Sears sell a warranty. In short, their garbage. The warranites worked like this, buy a warranty for a hgh price that delivered the same as the manufactor one did, except it was one year longer; such a great scam! If you lawnmower was broken, warranty or not, were PILED in the back. It would take MONTHS before you mower was even sent to the repair. Then MONTHS would pass before that would arrive back. Average repair speed (according to the worker who sent them to repair) was 4 months, the season is over by the time you recieve it.

Products:
All the products are garbage. I would sell around 6, 000 dollars in a day, half will I GARRANTEED IT would come back in ONE WEEK. All of the electrical products were made in China, even CRAFTSMAN. THe lawnmowers were horrific, they would break and were terribly assembled. THe weedwachers were trash, they'd had 2 cycle engines that would shut down in one cutting. We'd sold used mowers (which were the ones that came back that broke) outside. They would on a daily basis would be broken in the pen and SOLD as if it was a WORKING mower; another scam! To top it off, the manager would make us sell WARRANTIES on these broken mowers, I guess so they can't return it for a refund so they have to wait for it to be repaired.

Incompenet Managers:
Store Manager: He was the worst of the bunch. He was indoctrined with the idea that Sears was the greatest store in the country. He would make us go to meetings at 6am on Sundays to watch videos. He believed that, if we were forced to watch these videos we'd sell more warranties. He'd tried to set up a system to make people to come to work more often, it was ascare tactic that didn't work. One of my co-workers would not come to work, 2 or 3 times a day without an excuse, and still worked there.

ASM for Softlines: The same as stated before, was uneducated. She would sit in her office and do nothing, then yell at her workers for organizing the products to the blue print, her job is to make them. The reason why they didn't make it to the blue-print was because she DID NOT MAKE THE BLUE-PRINTS IN HER OFFICE.

LP (Loss Prevention) Manager: I've watched three people become the LP Manager for the store. All were incompenet. They all believed they were police officers, yet they were not even mall cop status. They'd carry handcuffs on them, even though THEY NOT ALLOWED TO DO SO. One got fired for mistakely trying to ARREST an innocent person, that's right he tried to handcuff an innocent person. They'd in conclusion were the facist police for the store, trying to find someone stealing empolyee and customer alike.

Why I lost my job:
This is the worst on my stores. In short Sears stopped giving me hours and released me off payroll; that means Im unemployed. After a month of job seeking (during the begining of the recession) I filed for unempolyment. After three months of unemployement, they filed for an appeal. So we had to go to court: If I won I'd keep all the money I collected, if I lost I'd have to pay back the 1800 dollars.

The cort included me versus my NEW manager (this one was very compenet was was extremely underpaid for his experience) and the same Store Manager. The store manager did all the questioning and stated that "a worker is not unemployed if we, Sears, stop giving them hours". I replied that if that's true then why did they take me off payroll, the judge was astounded that my store manager FORGOT that part, my store manager said that it must have been "a miscommunication" between my manager and I. THe judge asked for my information from Sears (it included how much I was paid, what was my job position and how long I worked there). The store manager DID NOT HAVE ANY OF THAT INFORMATION, so I had to tell the court all the information. Conclusion: I recieved a letter in the mail saying I won the court hearing, what a surpise right?

Thank You.

I always bought Sears Easy Living paint and bragged about it to everyone.

I recently bought ceiling paint, wall paint and semi-gloss for woodwork.

The wall paint was fine.

However, the ceiling paint was thick like paste and took a whole gallon to cover an approximately 12 x 15 ceiling.

The semi-gloss did not shine at all. I had to put on 3 coats to get it to look decent.

What's up with the paint?

Linda Grasso

i am writing to let you know what is going on at sears.The store manager who is name jose paez.he is a racist man.he does not like black people, he treat them like a dog..that is not good for the store.he yell at people any how..he has not respect for other..he repects only the white and gay people like him..if that continue, the store is gonna lose a lot of people, and customers

I have questioned Sears Portrait Studio's pricing on a few previous occasions but just thought it was my imagination because the receipts are not itemized. I have finally have proof that either they "pad" their receipts or that their computers are in real desperation to be replaced.
I went to the photo studio today (Thursday). I am a Smile Saver member and they are kind enough to extend a 20% military discount to me.
I ordered 1- 8x10, 3-5x7 (one enhanced), and ordered a "tender moments collage." The 8x10 is free with my membership, I should receive duplicates of my 5x7's because of BOGO Smile Saver deal, and the "tender moments collage" was also free with a coupon. So I am basically paying for 2 standard 5x7s (@ $14.99 each) and 1 enhanced 5x7 (@ $21.99) for a total of $51.97. With the military discount (20%) it brings my total down to $41.58 before tax. As a smile saver member I do not pay a sitting fee either.
On my receipt is shows that I was charged $49.95 before tax. A $8.37 difference.
Even though I do think that $50 for a total of 8 sheets is a good deal to me, the math just bothers me. I don't even know how it could come to 49.95. This isn't the first time we haven't been able to figure out how they get to their final number, and this time I watched as she put everything into the computer (with the exception of a few moments that I had to find my cellphone). It is almost to the point you have to sit there with a calculator with them to make sure that their isn't some mysterious fee that is charged.

30 Apr 2010 - Purch LG TV @ Sears, Burlington Cntr, NJ. Delivery was scheduled 3 May. Delivery Co picked up TV from Store on 4 May. They called and rescheduled delivery for 5 May. We agreed. (2nd cancellation delivery) Delivery Co. called again and advised they could not deliver until Sat, 8 May. Each cancellation caused us to cancel our Provider to hook up our Set. Thur, 6 May not available at home from 8:30 AM - 2:00 PM. The Delivery Co . (man named "Vic" had called and left us a msg. We returned his call. Lady answered & advised delivery was set for Sat, 8 May. (Time uncertain) I advised her Sat delivery was unacceptable, (WE WILL NOT BE IN TOWN). I asked to speak to Vic as he implied there was something he could do about the the delivery. Lady said she did not know Vic, nor who her supervisor was. I have been a Sears Customer for over 40 yrs and I have never had such DEPLORABLE SERVICE.

I'm not sure who you hire to read this but I don't presume I'll get a response from a company such as yours. At least it'll make me feel a little better to know I had my say. I am from Ottawa, Canada, and on November 27th 2009 I purchased a pair of black shoes at the Sears store located at the downtown Rideau Centre.

I have been long-time Sears customer, but that day I made 3 mistakes which, according to your store policy, are unforgivable. They will also likely result in my not shopping at your stores unless it is to redeem my Sears Mastercard points (after which I will likely cancel the card).

My first mistake was trying to buy a pair of shoes at your store.

My second mistake was thinking they fit me properly while trying them on. Perhaps I should have asked staff for assistance but none were available at the time.

My third mistake was wearing them once after purchase before realizing they were too tight.

Thinking I could get them exchanged for a larger pair, I attempted to explain the situation to your shoes department clerk, she informed me that she would not be taking the shoes back. Her explanation was that the store doesn't take back shoes that have been worn (mind you, I wore them once, and they were NOT damaged at all) it would be bad for business if she exchanged shoes which did not fit the user.

Knowing that the woman was just doing her job, I kept by cool but explained that I was not won over by her explanation - particularly as I had been told I'd have 90 days to return undamaged items as a Sears Mastercard user. To convince me further, she called up her manager who, once again repeated the store policy was not to exchange any shoes if they have been worn.

Realizing the futility of my situation, I left the store with my box of shoes and went home. A very frustrating experience.

Needless to say, I am very disappointed in your policy and not impressed at all by your service.

So... I guess I'll just donate the shoes and go spend my money elsewhere. You got your sale, and you lost a customer. Actually, I'll try and make it more than one by spreading the word!

Yvonne Martinez
7500 Glardon Circle
El Paso, Texas 79915
May 4, 2010
Sears
Customer Service Complaints
P.O. Box 96082
Bellevue WA 98009
To Whom It May Concern:
After being loyal customers my parents have experienced a very disappointing experience with Sears.
My parents purchased a Kenmore stainless steel refrigerator four years ago. They have being experiencing many problems with the refrigerator as of 2009. They contacted Sears in order to have it get checked in many occasions. The following issues have occurred and continue as follows:
The temperature at the bottom will not cool enough to the point that their food becomes spoiled. The refrigerator becomes so warm that the water leaks out to their kitchen floor. The freezer will not work at all to the point that the food will become spoiled. The icemaker will not dispense any ice. The food has been saved for your technicians to look at as to their request. This is very costly for my parents. These issues continue on a daily basis. It seems the refrigerator is not working accordingly. A total of maybe six technicians have checked out the entire refrigerator. All of them have different outcomes. The thermostat is the only part that has been replaced. Two weeks ago a technician was called out again and ordered a new part (motor). The part has arrived and my parents will have to contact Sears in order to schedule another appointment.
This has caused both of my parent allot of distressed and frustration. I myself contacted the company and had no success of any outcome. I left a message to a local Manager regarding this issue on their technicians. They have not been professional at no point in time. They don’t take the time to explain in detail to my parents on their findings. I’m requesting that their refrigerator gets replaced even if we have to pay a difference. My parents are both disabled with much attention needed. My mother was recently diagnosed with a painful disease that has caused her life style to change. This has caused a great interruption on their daily life. I’m hoping that you the Customer Service Complaint can work with us to obtain a new refrigerator for my parents and have a satisfactory resolution for our family and to continue our loyalty with Sears.
Please, call me for any questions regarding this issue at [protected] any day of the week.

Sincerely,
Yvonne Martinez

I ordered a dryer as a gift at Sears .com. The online form had a box to check if a certainly delivery was possible. I purchased a Kenmore dryer at a higher cost than for comparable dryers because I wanted it delivered as soon as possible. The receipt I printed showed that I was charged twice the amount (a glitch in their system) and "Scheduled Home Delivery" November 29, 2009. When I called today to change the delivery date and correct the error in phone number they had, I was on the phone for nearly an hour and a half (on hold for nearly an hour total), transferred six different times, cut off twice, argued with, told that they could find my order, told my order was held up because of fraud, and finally, told that a representative would do nothing to help me. Finally, I insisted on speaking with a manager who was able to explain that though my credit card was charged, the order had not been processed yet so no delivery was scheduled. She made a note of the correct phone number that is needed to set up the delivery. In addition, she suggested how to follow up on Monday. Why couldn't that simple matter be handled by the first person I talked to? Sears.Com "customer service" is broken! No more shopping there!

Thursday april 29, a technician was scheduled to come to my residence to repair my garden tractor. 1st the technician didn't notify anyone that he had arrive he immedeately began working on the tractor.

I left not for the technian that the tractor runs fine, but when the blade is engaged the engine chokes out. The technician replaced the ignition switch which had nothing to do with the problem.

When I informed the repair department of what had happened they informed me it would be another 27 days before they could get a tech to me. This is unexceptable!

Why should I have to wait another month to have my lawmore repaired when the tech did not fix it the last time out.

Me personally, my faith in sears, its products and service is below standard. Also, your reps is the customer solutions department to me are a waste of money, because they do nothing.

Please contact me, unless this falls upon death ears.

Walter moore
[protected]
[protected]

I applied for a job for sears I applied to work in the shoe department I had no experience in it but I'am a quick learner and could have proformed the job. Well during my interview I was treated in an unprofessionaly manner and I highly think it was wrong of them instead of one person doing the interview there were two. Well I have a high case of anxiety but after a little bit I'am fine well I guess they could see the anxiety and instantly decided I couldn't do the job they talked about me to one another infront of me and laughed about me infront of me as if I wasn't in the room. I wanted to tell them off really but I really needed the job so I kept my cool and answered all their questions that they needed to know.A day or so later I was informed that they didn't believe I could do the shoe department because I didn't have any experience in it. They also stated that they had cashier jobs open but they didn't think I was mentally stable enough to proform the job even though I have had cashiering experience. I just thought I would bring this to your intention. although the woman who treated me like this no longer works there. Many have spoken negative thoughts on their experience on trying to be employeed by sears.

We have a maintenance agreement that covers annual servicing for the central air conditioner we purchased from Sears. This was included in the purchase price. Beginning with the first year and subsequent years this service has been a disaster. We call every spring to set up an appointment and EVERY time no-one shows for the first appointment we schedule. We of course have to take time off from work and be available from 8Am - 5PM! When we call(they've never called us) to ask why no-one shows we have gotten a variety of answers i.e. there were no available techs, someone (but they never know who or when) cancelled the appointment etc. They take no responsibility for this. This year we even saved the voice message of them confirming the appointment for today that we received yesterday and again they claim someone cancelled the appointment. The supervisors are of no help. Sears is always more than eager to market these service plans but then do everything to prevent you from using them. Would like to know if this is a common problem.

I have so many bad things to say about sears home service that I can't even write it all. Too many repair appointments with service technicians not showing up after I was home an entire day. Too many negative experiences with their call center. I will never use them again. Just researched other technicians in my area and wish i'd done it sooner! Before I purchased a new refrigerator after my 7 year old fridge gave me too many headaches. Now it's my washer and dryer. Ugh...

First I will start with never order anything major from sears online. My grandmother which is disabled couldn't see her television and wanted to order a 50"plasma (Yeah me grandma is cool like that) so we decided to go with the"reputable"company sears so we know that everything will go right... Wrong. Anyways, while placing the order online her card kept declining, come to find out she had a max daily limit, so we just used another card, and it declined. So at this point I decided to call their customer service and ask what was going on, he looked up the item, and said that we could place it over the phone, well the price he had was like $100 more than the price I was seeing right in front of my face, I tried to explain to him and he wasn't having none of it, we checked item numbers and everything I even offered to send him a screen shot of what I was seeing to prove it, still he kept saying I was"mistaken"yet it was right on my screen. So anyways, I was like okay she wants it so we'll go ahead, once he actually started the process the order, the price that I was telling him miraculously appeared. I obviously, had to through in a snide remark that clearly he must be"mistaken"as I was. So we finished processing the order, it accepted the card, no problem after that, right? No.
I specifically asked him if sears would be delivering it or ups or how the shipping was going to work, as my grandmother, like I said is disabled and knew that she would not be able to lift and hook up a 50" television. He said yes sears would deliver it and hook it up for her with no problem. Well, 2 weeks later some odd "pilot freight" company calls and says that they will be delivering the package tomorrow. At first I didn't understand, but figured maybe that was what they called sears delivery or something. Well, the package arrives, one delivery driver for a package clearly marked "lift with two people", one of my family members, which always stays with her was luckily my brother, so he helped the guy bring it in. The guy took off in a scurry, did not remove it from the box as promised, certainly did not hook anything up, took a signature and ran. Well, at this point I was called, as I was the person handling the whole thing, and was told that the entire tv screen was cracked all over. I was already fuming that I was lied to about delivery method and installation, and then this. So I call the customer service department again, and first got a rep that said she apologized, blah, blah, blah. I asked to speak to the manager, well about 10 minutes later "michael" (The manager) after informing him of the whole shipping & installation misinformation all he could do is apologize, I then told him that his apology wasn't going to get the tv installed (I haven't even mentioned that the tv is completely shattered yet), and I told him that he would credit the shipping charges at the very least, after demanding it he then said that it was a fair compromise, so he credited the shipping and asked if there was anything else he could help me with. At this point I informed him yes, he could actually send me another tv as this one is completely shattered and inoperable. As if everything wasn't bad enough, this takes the cake... He said that she would have to order another one (Another $1000 dollars) and then they can send the courier back out to get the other one and once they receive it back they will refund the initial $1000 dollars. I explained to him that this wasn't an option at all, and told him that he needed to send a replacement out immediately and they can arrange to pickup the broken one whenever they want to. He said that it wasn't possible, that the only other option is to wait until the broken one is returned, they would refund the money, then she could place a new order for the same tv. My jaw hit the floor, that a multi-million dollar a year company can stay in business for as long as they have with this sort of customer service. So needless to say after a hour of being on the phone, my grandma was with a busted tv and a $1000 out until they could get the tv back to them (Which could take up to 2 weeks). I eventually gave up on trying to make sense of this policy, told him to come and get their tv and give my grandma her money back asap and we would go elsewhere to get a tv. So, again I will repeat never order anything of any value from sears online, because if it's broken they aren't going to fix it. It looks like after she was waiting nearly two weeks for a tv that she paid for she is going to have to wait even longer, until she can get her $1000 dollars back, and I can get some free time to go tv shopping at stores.

I went to the Sears on Front Street in the Kansas City Metro area. The customer service associates were rude, hostile, mean and refused sell to me. The old man that assisted me actually told me to go somewhere else to purchase what I needed, knowing or thinking I had to purchase what I needed there. I found myself talking to him as if I were the sales associate and appologizing for even intruding on his day. I am 53 and in my life time I have never been so abused by a sales associate. Yes his actions and speach was abuse.

A couple of days latter I went to Lowes to search for the product. The associates at Lowes speacial ordered the product. Since then I have had conversations with others and discovered they had experiance simular abuse.

I had a central air conditioner installed by sears 2 yrs ago. This year it caused over $30k in damage to my house. The condensation drain was improperly installed and the drip pan had tiny holes in it caused by the installer. there also was a 3/4 inch gap between the air handler and bottom of the return vent. The condensation had dripped into my attic and saturated the insullation (like a sponge). It then ran down my walls and between my sub floor and wood floor. This caused major mold issues(over $6k). Once the mold was cleaned it took almost 3 months to get my house back to normal. Had to rip up and replace w/w carpeting, wood floor, sub floor. Also had to remove much of my ceiling and several walls. My insurance covered all except the actual repair of the ac, approx 2k.

sears is very difficult to deal with. They don't return calls, they are rude, they are trying to blame everybody but themselves for the bad install and wont commit to reimbursing the 2k. Over 3 months after the damage was discovered and they still won't give me any answers. I think they just hope we will give up and go away.

My husband and I bought a central unit a couple of months ago from sears . We told the sales rep when he came out that we are adding on to our house and he told us that when we were ready to call him and he would come out and create a new contract to put duct work in the new rooms (2 of them) it has been going on 3 weeks and we are unable to contact him he wont return our calls he keeps promising his supervisor that he is coming out and never shows up. Our project is at a standstill because we have to have the ductwork in to get inspected and the contractor can't do anymore until we do. My husband and I is at our wits end and ready to move on and hire someone else to do the ductwork. This is costing us money and time and our sanity. My husband and I are ready to NEVER COME TO SEARS AGAIN after this. We are very dissatisfied with sears.

We had a Sears service rep come to diagnose a problem with our Sears Whirlpool Calypso washing machine on 3/30/2010. He was here for an hour, charged for two hours, and misdiagnosed the problem. We chose to make the repair ourselves, as is always a consumer option, purchased the part he said was the problem, and then discovered that the actual problem was a different part, thus costing us twice the amount, and a lot of time and trouble, as well as the charge for the service call.

When I called Sears customer service to request a refund, they refused to help us in any way, saying that they owe us nothing. According to them, since we elected not to have their diagnostic technician do the actual repair, they bore absolutely no responsibility for his misdiagnosis or for the service call.

The rep told me I had reached "corporate level, " and was adamant that there was absolutely no recourse for us, as they do not guarantee their diagnostic service calls...only their repair service itself. If we had elected to have him do the repair, which would have been the wrong repair and replacement part, then they might have been able to work with us.

We have been loyal Sears customers for most of our lives, having "grown up" with the company. If the washing machine had been irreparable, then we probably would have purchased a new washer from them. As it stands now, we will never do business with Sears again, nor would we recommend them to anyone.