Sears
reviews and complaints

My top-of-the-line Kenmore Elite HE 3t has been problematic since I purchased it in 2002. In Oct. 2009, it stopped draining. The Sears service personnel told me there were numerous problems with the washer, and repairing it would cost more than $1, 600 ($600 more than I paid for it). He also explained that the mysterious holes I had been finding in my clothes were being caused by the washer. Apparently the clothes were getting caught in a tear in the drum lining. This has been going on for years. I never suspected the washer was causing the problem. At one point I thought I had a moth problem and tried many treatments to no avail. I called Sears Customer Service, and their attitude was "out of warranty, out of luck." No one I spoke with seemed concerned that their top of the line washer broke down in 7 years and had been destroying my clothes. I even had one customer service rep tell me "everything tears up eventually."

My siblings and I purchased a Sears Kenmore Refrigerator / Freezer from Sears 15 months ago as a gift to our parents. This last week the refrigerator part quit working. My dad Called sears and was told it would be at least two weeks before they could send a repair person to look at and repair it. Needing immediate action he called at least three independent repairmen to see if anyone would come out and fix the problem. He was told by everyone he contacted that they could not work on this product because Sears would not release the "codes" to the electronics, thus making it impoosible to service them. Sears has a monopoly on repairing it's products. Had we known this at the time and had we known that their repair services would be at least 2 weeks before anyone would even come and look at any problems we would have never purchased this product.
A little history is needed here to show just how bad things have become. As far back as I can remember (I am 46yrs old). my family, parents, and grandparents have used Sears products and appliance. My dad has alway purchased and used Craftsman tools and equipment. My grandfather did the same. Some of my dads fondest memories as a child is getting to make the 60 mile trip into the city to go to Sears to make Christmas purchases, etc. This tradition has passed on to my generation. I will always remember going to the Sears store in Ft. Worth, Tx with my parents. The special treat was always stopping at the candy counter and getting the chocolate covered peanuts and maple nuts for my mother. We wore Sears clothing, we used Sears appliances and tools and yard and garden equipment. Always with no exceptions that I ever remember did we purchase any other brands.
That has changed now. The customer service at Sears has gotten extremely bad. The products that used to last forever seldom more than a month or two out of the warranty before they break. A refrigerator should last for years. Not any more.
It used to be that when you had a problem with Sears' products you could take them back or have a serviceperson out right away. Now you get put on a waiting list. It used to be that you could depend on their products to last for generations. Not anymore. It used to be that customer satisfaction was guaranteed or your money back. Not anymore. Sears is playing a numbers game with it's customers. They bet that they can beat you out of warrantying their products and you will just sit there and take the abuse.
I would think that with this failing economy that the people at Sears would be interested in maintaining their customer base. It seems it is just the opposite. I know for sure they have lost at least three generations of business from my family and you can bet we will not be silent about this problem.
Dear Sears, here's hoping you do not survive this economic crisis. Here's hoping you find youself at the same end of the stick that you so willingly place you customers.

C. Mason
Texas

We purchased a Sony HDTV on 03May09. By August the picture had degraded to such an extent that it was almost impossible to see what was showing. On 24Aug09 we took the TV to Sears. On 24Aug09, Walt, working for a 3rd party contractor, Telesonic here in Cheyenne, came out, looked at TV, made a few simple inquiries such as is it always that way as when playing a DVD and was told all the time, even when the boys are playing video games. He said that he needed to order a part. On 10Sep09, he returned with a part and said that Sony would not provide a panel. The part did not improve the quality of the picture; TV reception went to zero. On 21Sep09, Sears repair service (From Ft. Collins, CO) came, used a mini-computer or other device, decided that other parts needed to be ordered, printed out a small receipt from their pocket printer, said that Walt from Telesonic had set the TV to cable in lieu of antenna, reset the TV to antenna, and left.
During the ensuing weeks, sears, telephone [protected] called more than 2 dozen times. They would make an appointment for the repair people to return, then call later the same day or the next day and cancel the appointment. They would call and ask if we received the parts. When I told them, "No, we did not receive the parts" they said they would have to cancel the appontment until we did receive the parts. I told them that the repair people said the parts would be sent to their shop, but the telephone people insisted that nothing could be done until we received the parts.
Finally, they rescheduled an apointment for [protected] hours on M02Nov09. At 1831 hours on W28Oct09, an automatic phone message informed us that they were to come today, Th29Oct09, between [protected] hours. We called the 800 number (above) and told that we could not have our scheduled apointment on 02Nov09 and insisted that we must have the appointment today. We figured that meant that Sears had no intention of doing anything, as we had heavy snow and wind yesterday with I-80 west being closed. The snow and winds continue today, and both I-80 north and south and I-25 east and west are closed, schools, the military base and just about everything else is closed. Sears knew that we were in the middle of a blizzard, yet they canceled our appointment for 02Nov09 and rescheduled the appointment for today in the middle of a blizzard.
This morning my wife called again to inquire about possible repairs, talked to a Julia who claimed that UPS delivered the TV repair parts to our house on 13Oct09 and that someone at our house had signed for the parts and that we were liable for the parts. My wife insisted that no one in our house had signed for the parts and Julia then insisted that one of our neighbors must have signed for the parts and said we needed to check with our neighbors to see if they had the parts (in the middle of a blizzard!). Julia finally gave my wife the tracking numbers (2) and my wife called UPS, who informed her that yes, the parts had been delivered TO THE REPAIR SHOP!
Doesn't Sears have even one competent person working for them?
Don't their telephone people need to take some sort of training in customer relations? Rude, crude, lying behaviour is not appropriate telephone relations.
Our TV has now been out for more than 3 months; we have been trying to obtain repairs since 24Aug09. Can some one help us get our repairs?
At present, they have re-re-re-re-scheduled the repair appointment for 12Nov09, but we have no faith that they will even show up...

In the recent Oct 24, 2009-June 18, 2010 sale catalogue, I discovered on page 86E (a small insert specific to Rob McIntosh china & crystal shops) article G - 'McIntosh' set of 2 watering globes. Much to my astonishment the retail price you have on this item is $39.99 - the identical product (right down to the colour of the glass globes) is sold in Canadian Tire for $9.99 (set of 2) or at Giant Tiger for $8.99 (set of 2). How do you justify such an outrageous pricing difference?

As a 30 year customer of Sears Canada this truly instills a jaundiced view of your fair pricing practices.

Thank you.

Sears has copied Canadian Tire's policy of making returns/exchanges as difficult and surly as possible. This past weekend I wanted to purchase an item -a mixer- on "liquidation" that had been reduced to $209.95 from $309. At the cash I was told it was a final sale -news to me- & there was a 10 day exchange policy for another or similar product, but no refund -again news to me. Upon questioning this, I was told this policy has been in effect since Dec. 2008. I was further told that if I couldn't find a similar item; which had to be of same value or MORE, I would be given a credit note that HAD TO BE SPENT THE SAME DAY, IN THE SAME STORE. So in my case if the mixer proves to be unwanted - it's a gift- then I have to spend $209.95 immediately. What if there was nothing I wanted to purchase I asked. " Well, that is your problem" was the exact response. Also any further discounts that the store offers on weekend shopping "specials" no longer apply to "liquidation "items. Now I know why so many remain on the shelves.
Spitting mad I called the so-called President's Line this morning and the upshot was that this is Sears policy to "better serve(?) our customers" I was told. If this is better service, pray tell what is poorer service? I informed the Sears rep that upon receiving our next statement our acc't will be paid in full & closed. This after 39 yrs as customers. The only response was "sorry to hear that and I have noted your complaint". This incident is the straw that broke the camel's back, We have had several bad experiences with Sears in Montreal -mall locations, as well as, the Whole Home stores- over the past 15 months & in each case management both here & corporate could not care less.

So, dear shopper, be vary, very vary of shopping and ask lots of questions. If the answers make no sense let them know and spent your hard earned money elsewhere.

Don't expect to receive Sears rebates on appliances. I purchased a refrigerator and a diswasher on the same day. I was told by the saleman that there was a free delivery rebate on the refrigerator and free installation rebate on the dishwasher, both amounting to approx $149. Because I took advantage of zero financing on the refrigerator, I was denied both rebates because they were purchased on the same day as the zero financing.

If the rebates had been approved, they would have been in the form of a Sears debit card, not a cash refund.

I purchased a SEARS 10" table saw for use around my home. It is made of thin plastic but served adequately untill suddenly making horrible noises and throwing sparks out of the motor. I disassembled it and found the ball bearings24c9c on the end of the armature of the motor was frozen. I borrowed a friends saw which is the same model and used it for a few cuts when it ALSO had the same symptoms! It's disassembly showed the same overloaded bearing frozen! Neither had been subjected to any unusual treatment or conditions, obviously the bearing is not up to the job and overheats. Since the rest of the saws is good, I'll have to replace the bearings and try to find one that's more durable.
Sears power tools have gotten so bad that there is NO justification to purchase them over the much less expensive Chinese tools

My wife and I bought a chest freezer at Sears in Sept. The first available delivery date was for 3 weeks later! (our old one crapped out so we kinda needed it soon). So, my wife left work early to make the delivery time and she was greeted with a message from Sears saying "Sorry but your freezer never made it on the truck", so we called and re-scheduled for a week later. Again my wife comes home early and again there's a message, "Sorry but your freezer never made it on the truck". The delivery guy on the message said he could re-schedule (again) for Saturday, but there'd be an extra charge! Well, that was it, we called and told them to cancel the order and refund the Sears card. No problem said the (actually quite nice) lady on the other end. Today (Saturday) my wife and I get home from breakfast with some friends and are greeted with yet another message wondering why we weren't home for our delivery time! We have bought all of our other appliances for Sears and have never had a problem, but this was just ridiculous. They say it takes a lifetime to gain a customer but only a minute to loose one, well, I can now safely say that this is the last time I buy anything from, or even set foot into Sears. There's lots of other places around that I'm sure would love to have our business.

There is a lady working in the Lawn and Garden section of this store which I know has charges of theft of identity, forgery, and other various charges of theft. I do not feel comfortable shopping there anymore with her being able to view my personal information. Her name is Katie Barnard Oliver. Alot of other Sears customers that I know have stated they will not shop at this store if she is working there.

The automotive department at Sears of Winchester is run by a bunch of people who have absolutely zero knowledge of tires. I spent 40 minutes on the phone with Sandy to get 1 quote on a new set of 4 tires. She finally found a set; had me rush over to the store to purchase & install them before she left only to find out that these particular tires were sold the day before to another customer.

Sandy then states that she has a set of Bridgestones that are going on sale tomorrow...call back tomorrow to get the price. I call back the next day and get that [censored] Sandy again and spend 45 minutes (no lie) waiting on the phone while she tries to figure out the sale price of these tires.

The price is good on the Bridgestones so I decide to buy them. Drop my vehicle off and when I get it back, I have 3 large, long scratches that run most of the length of the driver side of the vehicle. 3 months later, I'm still trying to get sears to pay for the damage done to my vehicle while in their possession.

One of the four tires that I replaced has been leaking air pretty bad (about 5lbs every 2 weeks). I've been afraid to take my vehicle back to Sears to have it repaired. When I first noticed the leaky tire, I contacted Sears and spoke to Debbie. I told her that the tire is leaking at the bead because it wasn't cleaned/sealed correctly. Her response was that I haven't properly taken care of the tire! Another $25 to fix a problem that Sears created...no thanks! F..them!

Stay away from Sears Automotive of Winchester, VA. Their motto is what we lack in automotive knowledge we make up for with terrible service!

Bought a washer and dryer for daughter in Tennessee I live in NY. Used my sears credit card. Washer broke down after 2 months and repair preson clueless said it was the timer. 1 week later the part comes to daughters home and then the guy said there was another part behind that one that was broke and it will be another week. I make phone calls up to corporate and speak to a Mike who said I would be gettin a new one on Saturday that was another 2 day wait. Well these idiots ( thats being nice) sent a dryer. More phone calls and it will be Tues. If I could I would of reached threw the phone and punch the rude woman Meagan. I now have to wait for Monday to speak to corporate and will expect a refun of some sort will pay the 300 left and then cancel the card or might just tell them to shove the washer and dryer and go elsewhere. Will never ever buy another thing from Sears and will never recommend them. No wonder they have finanial problems

there are two employees there that are extremely un professional in front of my wife and children, we called and set up an appointment that was pleasant greeted by a warm voice of a professional young lady, Once there for our appointment there was two monsters of being human. her name was shamera with her side kick becky or betty . once approching the counter to see how long till our session will be, i was told in a very high pitch tone to "sit down we will call your name" by becky and shemera laughs. i felt like i was in 4th grade.named was called finally then my photos were taken by a very nice photographer named ruty. becky was cursing in front of my children discussing her plans for the night comming. at one time she was extremely out of control discussing over company phone "i will f him up if he looks at me that way again" with management present ! very vulger and un professional attitude for a great store like sears.i will NEVER be there again EVER

John Silver

Battery 'Diehard BAD QUALITY, Sears did not keep warranty terms and free service change battery ' in the my car
Ferst battery gold put 11/05/2005, second visit 02/19/08 toexchange new battery and I pay $13.90.
02/18/09 next visit battery exchange new.
10/13/09 next visit battery dead, sear want the exchange new battary $56.06+tax and manager Bill tool me about the best quality battery Diehard?
10/14/09 Oleg, Toyota 2002 Solira
[protected]@hotmail.com
cell7325515833

On Friday, October 9th, I called the Sears service repair center's toll free number to schedule an appointment for my Kenmore washing machine which had developed a leak. After talking to the representative about my service needs, I was convinced that I had an appointment for the following Wednesday. Since I had originally planned to ask for only a half day off, I requested the latest appointment available. The representative assured me he would note that on the appointment request.

On Tuesday, October 13th, I called the service department to let them know that the repair technician could come as early as needed since my administrator agreed to let me take the whole day off in order to get my washing machine repaired. I was shocked to discover that my appointment did not exist according to the repair department.

After talking with a second representative and being told repeatedly that she was "sorry for the inconvenience" and the next available appointment was October 21st, I asked to speak with a supervisor. The supervisor with whom I spoke was Jane Chavez (35698). Again I was told that the service department could do nothing even though the supervisor confirmed that according to their own records I had called on the previous Friday and had spoken with a repair department representative. It seems obvious to me that a repair was requested. Why else would I call the service request number specifically? When I asked her to review the tape recorded message, she informed me that it would take time to do that. Even though I had been on the phone with the repair department for more that 30 minutes at that point, I offered to wait. She said it would take too long.

At that point I requested either an appointment on the day I originally made other arrangements with work in order to be available or a discount for a later appointment if that date was truly impossible. She repeated that no appointments were available and that she did not have the authority to authorize a discount.

In essence, I am very disappointed with the service representative who should have correctly scheduled my initial request for an appointment. Now I will have to request an additional day off and wait another week for my washing machine to be repaired. I am not pleased with the supervisor either. Although she remained calm, she offered me empty apologies. As a returning customer of Sears, I expect to receive better service. I made the appointment in good faith, yet I am the person who is frustrated and inconvenienced because the service repair department employee did not do his job correctly. If the Sears repair department could not honor the original appointment date, I think they should compensate me in some way for their representative's error. I would much rather have my appointment, but something should be done to atone for my trouble.

We, husband and wife, purchased rims, tires, and warranty from the Sears Auto Service Center. After a couple of months, the tires started forming bubbles on the side. We were told about a better tire, paid the difference related to wear, and got the recommended tires. A few months later a tire started going flat. It appeared to have a slow leak because even though we put air in it, it would go flat a few days later. We took the tire back and were told that they couldn't find anything wrong. The tire was re-inflated and we were told that it should be fine. A few months later, the tire started going flat again. We toook the tire back and was told the there was trash in the bead. The tire was re-inflated and we were told that it was fixed. A few months later, the tire started going flat again. We took the tire back. When the service employees found out the problem, one of them said, "Oh, this free." Even though we purchased the warranty, it seemed like it was worthless. They weren't going to make any more money off of us so it wasn't important. We were then told that the rims were bent and there was nothing that they could do for us. We were told that there was no manager available. We went back the next day and spoke to the store manager. We left the car and waited on a call. When we didn't receive a call, we just went back to the store and we were told that the manager had left for the day. They gave us the keys and we asked if the tire was fixed. We were told that the manager said that there was rust in the rim, he filed it down and the tire was re-inflated. They told us that they think that it was fixed. A month or less later, the tire started going flat again. It takes a lot of time out of the day, time off from work, and effort to keep coming back to a store only to find out that the problem is still there. Each time, I hope they have found the problem only to be disappointed months later. I depend on my car to transport my two year old daughter and to get to work. I have had to leave my car at home to go to work because of a flat tire. We can't feel safe driving around town yet alone out of town. I made a complaint to another on line department and was responded to that the store manager would call us in two days. It has been a week and we still have not heard from him. This is not the service and quality that I had grown to know from Sears. We were faithful customers of Sears because we believed that the service, quality, and customer service was good. I purchased windows for my home, appliances, clothing, lawn equipment, household items, etc. from Sears. Now I am being treated as though my satisfaction means nothing. Can I please receive a response from someone that is going to help me.