Sears
Reviews and Complaints

I wanted to bring a concern to your attention. I purchased multiple appliances(6) from Sears for my kitchen and laundry when I remodeled my home a few years ago. I went with Sears because of their reputation for quality and service. We purchased the master protection plan because it is supoosed to be the gold standard of service. However, we have been very disappointed over the last few weeks. Our washer broke down on July 28thand the technician was not able to fix it because he needed to order parts. We asked for an appointment for July 31st but he was unable to schedule it because he said the parts would not arrive on time. (The parts arrived on july 30th.) We scheduled his follow up appt for Thursday August 6th between 1 and 5 but never received a confirmation call the night before. So on that date I called into the service center at 3 pm to double check and was told yes the technician was scheduled and would call me soon. We waited all evening even past his scheduled time window and he did not arrive. I received a call from the service center at approximately 6:30 that evening stating that they were sorry but he would not be coming, They apologized and set up an appointment for today and told me that I would be first thing but gave me the window between 10am and 2 pm. When he did not arrive I called at 10:15 to confirm and they said a technician would call me as soon as possible. Unfortunately by 1130 pm I had still not heard from them so I called them. I reached Anna employee id # 1553 who was quite rude and not helpful. I asked multiple times for her supervisor who she finally connected me to- Eric employee id # 74064 who was quite innapropriate. I explained that I had been stood up the night before and that I was told someone would be here at 10 and he told me that I was lying because Sears does not schedule appts between 10-2. I was insulted. The technician himself standing in my home the week before gave me a 10-2 option. After Eric tole me many times that there is nothing he can do...I explained to him clearly that I just need someone asap he said that he would have the routing manager call me within the next 15 mins and do what he could. I am a clam easy going person and iI felt i had to become verbally aggressive to get any action. But even after that there has been no action! It is now 2:15 pm which means I have been waiting almost 2 hours for a return phone call and that Sears once again has not sent their technician out during the scheduled time window. I am extremely disappointed and frustrated. I have not had a washing machine for 10 days and I am trying to get my child off to college and cannot even wash her clothes. Plus I have missed worked and had to reschedule a dr appointment due to the lack of sears reliability and I still have no washer. I have wasted 2 days of my valuable summer and this is the gold standard? I am very frustrated and hope that someone calls me asap to get a technician out here now. I should never feel insulted and frustrated when tring to get service for a sears product. No family of 4 should have to go without a washer for 10 days. That is exactly why I bought the best warranty. How disappointing! At this point I would have serious concerns about buying a sears product again. I appreciate your urgent attention to this matter.

In May 2008 I bought a new Kenmore refrigerator through a Sears store in North Conway, New Hampshire, for one of my apartments. In November 2008 this refrigerator malfunctioned and a Sears repairman allegedly repaired it. This apartment was vacant for about six months. On June 21, 2009 the tenant informed me that the refrigerator had malfunctioned, warm instead of cold. I called Sears repairs to fix the problem. On June 22, 2009 my tenanyt informed me no repairman yet. I called Sears repairs and was told Sears only schedules repairs for this area ONLY on Tuesdays. I made an appointment for Tuesday June 23, 2009 BETWEEN the hours of * AM and 5 PM. On this Tuesday the Sears repairman(Bill) found a broken seal on the compressor and ordered the parts needed to correct the problem. As of this time my tenant had lost over $200 worth of perishables along with the use of the refrigerator. Thursday June 25, 2009 the ordered parts arrived($579.00). I called Sears repairs and scheduled another Tuesday appointment between the hours of 8 AM and 5 PM. On Tuesday, June 30, 2009 the Sears repairman(Den) completely and totally rebuilt the refrigerator in approximately 4 hours. On Friday, July 24, 2009 my tenant called and stated the refrigerator malfunctioned again and was leaking oil onto the floor. I called Sears repai9rs and scheduled ANOTHER Tuesday appointment between the hours of 8 AM and 5 PM. This tenant lost another $100 worth of food. Being very familiar with the lack of due diligence exhibited by Sears, I bought another refrigerator to replace this useless one, and it was delivered Saturday, July 25, 2009. On Tuesday, July 28, 2009 the Sears repairman(David) discovered that the previous repairman(Den) neglected to PLUG IN the cooling probe of this refrigerator. To date Sears has spent well over $1, 400 in parts and labor to 'correct' the problem. My tenant has loss over $300.00 in spoilage. Oh yeah, did I tell you this refrigerator, including delivery was only $400.00?

Sears and their company have gone way down as of late. Their customer service sucks, everything is automated, and the people have IQ's the size of a pigeons brain. We asked the sales representative regarding drain hose since or condo unit in Boston is slightly different.

Delivery time:

1ST DELIVERY: Guys came in 3.5 hrs late from the delivery time. some of the most incompetent guys, one guy cuts himself and starts bleeding all over. My hardwood floor is scratched and there is still blood on the back of the washer and dryer that they didn't clean up.

2ND DELIVERY: Guys call once and we pick up the phone, but then there's no answer. We call the managers back and they don't return our call. All attempts to re-arrange the situation and address a proper change of delivery They all say that "oh you missed the call"

3RD DELIVERY: We talk to Sears Home Delivery manager for a Friday delivery at 8-10 am because I have to go back home for a religious celebration. They assure us about the time. Lo and behold I get a time at 3:00-5:00 p.m.

These corporations are getting stingier because of the economy no doubt, but what they don't realize is that their revenues will severely be hurt by their actions. Learn how to cut costs otherways, but don't be outsourcing your delivery services to small local companies that clearly cannot handle the volumes of deliveries.

What a class act you have Sears.

I will be posting this on every complaint website, better business bureau, and heck maybe make a Youtube video out of this. I will definitely be making photocopies of all my complaints online and sending it to their corporate headquarters and urge all my friends and colleagues not to buy their Stocks at all!.

I purchased a maintenance agreement for my dryer and washing machine and both have had maintenance issues. The washing machine has been down going on four weeks, but as soon as they have replaced ALL the working parts it should work. The major problem is parts, the service center does not carry parts and has to order each part weekly rather than have all the parts on hand. This causes waste and abuse when a technician has to make 4 trips to replace two parts. They only come on Thursdays, if the part arrives. If your part does not arrive in time you must wait another week, if the part ordered was the problem.

We have a Sears Kenmore SELECT CLEAN Self-Cleaning Electric Range purchased in 2000. Our 14 year old daughter was baking with my supervision. The cream puffs baked WAY TOO FAST, smelled horrible, and when we took them out, I noticed that the top (broiler) element was bright red? My daughter saw that the display on the digital read-out was blinking a code and she turned off the oven. When I opened the door, I was shocked to see that the top heating element was getting redder and hotter and it was not turning off. I turned off the circuit breaker and the oven remained hot for 2 hours. After this occured, I flipped the circuit breaker back on with the oven turned off, and it immediately started heating to red hot again on the top element only! I am aware that there are numerous complaints regarding the same situation and that Sears is NOT STANDING BEHIND THEIR PRODUCT! I am appauled, horrified and am ready to go all the way with this complaint. Our family could have been burned to death! Thank you for listening.

I purchased coverage on my refrigerator, scheduled an appointment for a repair and service technician did not show up. The service person was suppose to call me the day of the appointment and arrive between the hours of 8:00 am - 5:00 pm. I called the service center at 5:00 pm, they said the technician was still coming and he was told to call me immediately, he did not! I called the service center again at 6:00 pm, they said he was still coming until I asked to talk to a supervisor. Her name was Delisha or something like that, she refused to give me her last name, id number or any other information regarding her identity. She said we could call her back at [protected] to reschedule in a week or request our money back. When I requested a refund they said they couldn't do it yet because the order was still open. A day without pay, lost food, and out my money too! What a sham. I have dealt with Sears for years but will now spend my money somewhere else do to the incompetence and disrespect that they have to offer.

i bought a $350 vaccum cleaner July 7/08 from sears
the motor died just over the 1 year warrenty.
I contacted sears which i was hanging on the phone for 1hr
waiting to talk to your service people.
They told me they cannot help me out.
That the new motor was almost $3oo dollars...
I am very upset with this.
I am a retired sears employee...
We have alwayed bought from sears
including our family.
We have no choice but to pull out of sears
and take our business else where...
If you need to contact me
my Number is [protected]
or [protected]
email: [protected]@rogers.com

the employees, at sears in bemidji minnesota lied about a product we were looking at a front load washer, 4.1 because mine broke down, and i needed a new one mine was 12 year old kenmore, we were looking at front load washers, and of course sears in bemidji had none in stock when the websight said they had all products in stock when i typed in the address, they of course on sat august first 2009.two woman employees took us to one of course that we were told by the first employee that a woman bought it took it home and stacked it decided she didnt like the color and in the process scratched the top of the washer for $999.00 brand new price and the washer we were looking was a 4.1 front load washer and of course another employee come to help and she proceded to try to sell us the one which was damaged and the other gal said well this one was brought home and damage and the other one said no it was damaged in the back of the store lie number 1 . then we asked the all time question the one that is damaged that is smaller that the brand new one we were looking at for more money price difference new one no damage was 679.00 scratched and damage one $999.00 should of been marked down lie number 2 it was because of the color it was a white im sorry one was red and one was charcoal .charcoal colored one had the scratch across it, sorry ladies damaged for new price dont think so, then i was told that it would not be delivered antil thursday, possibly, I could go to the laundry mat antil then
10 miles to the laundry matt $3.50 cent to wash my cloth, dont tell me what i can do with my cloths.and the only wash machines we were told by the employees at sears in bemidji was 1000.00 dollars to 2000.00 dollars
if we were interested and of course by that time we were pretty disgusted with sears in bemidji,
WE WALKED OUT WENT TO THERE COMPETITION NAYLORS IN BEMIDJI AND BOUGHT A FRONT LOAD WASH MACHINE FOR $1109.00 put it in the truck and will never go back to sears ever again for anything.lies loose business, if they were honest we would of probably ordered and waited when we left the employees could only say OH, was to stupid to think what they just did they lost business.

Because the Sears Auto at Northlake is within walking distance to our house, we tend(ed) to use them. We have been ripped off on several occasions but always have rationalized this by saying "the auto repari business is a sleazy business".

This last event: WE purchased a diehard battery about 2 years ago. The battery died on a roadtrip. WE were able to obtain a jump- and when I brought it back to Sears- the woman stated that since it was running now- "it probably recharged itself" and "we will have to charge you to test the battery". W/O checking she said it was probably not the battery and was most likely the starter or the alternator (a more costly repair- since the battery was still under warranty). She advised that I drive it and not worry about it. Since it could take up to three hours to check the battery(!)

We took the car in for a routine check with a legit auto repair place. He changed the oil (really changed the oil, not pretened to as Sears had done two years previously) and when we picked the car up, he said- "just so you know, your battery is about to go".

I bought siding from them and it looks like a four year old did the work.When I called back the call center in Morgantown WV.I got the run around from the calling centers manager Gabby something.I will never buy from Sears again!

We bought almost $2000 of appliances from Sears. The $75 rebate and discounts made Sears a better choice to buy at. When I specifically asked about how the rebate would be sent, i.e. would I get cash; not one of those idle promises, the salesman told me absolutely it would be a check for cash.
Over 6 weeks later, we received a Citi Rebate card for $75 which as soon as you go to use it will activate a Citi bank debit card with all their fees and terms - what a scam!
I sat on the phone for 2 days to try get hold of someone at Sears to complain, and see if it could be resolved by sending a cheque.
1 - it is extremely difficult to find the # to call anywhere on the Sears websites or accounts.
2 - I called the general Sears # 2 -3 times, but could barely understand the operators (I am a foreigner so dont take this as chauvinism), when I finally talked to someone she said it would take 3-4 months to resolve!
3 - Then I called the Citi card program, and she said my issue was with the store for telling me the wrong thing. I have the contract and form with me and all say that you can opt out and select cash; but I couldnt find anyone to execute it.
We will be cancelling our regular Sears cards, and now I am very worried about the quality of the service program for the appliances, and we are considering returning the appliances.
I dont think Sears tracks its service metrics very well, otherwise they would see the writing on the wall.

To Anyone Who Really Cares,

I am truly disappointed in my recent contact and results with Sears Customer Service. When I graduated H.S. in 1979 I was given a set of Craftsman tools by my parents. I still have and use many of those tools to this day. For the last 35 years I have bought pretty much nothing but Craftsman tools from Sears. I have always been extremely happy with my tools and the level of service in my local Sears store.

So when my son graduated in June of this year I ordered through the Craftsman Club a set of engraved sockets and wrenches. Original order number #2547518 ($211.09). It was backordered to begin with which was fine, understood. But here is where things go downhill. When the set arrived there were several pieces missing. I contacted client services and was instructed that since this came directly from the manufacturer. I was advised that it would be faster to ship them directly via US Post Office and to get delivery confirmation and insure the package, which I did and I would be credited and re-embursed for this set. On the same day which was 7-12-09 I placed a second order for the same set (2567482). It arrived on 7-16-09. This time the set appeared to be complete but the engraving was wrong, instead of saying Joshua Quick Class of 09 it said Class of 90. I immediately called client services and was told that a UPS ticket would be issued for a return on this 2nd set that was incorrect. The person I spoke to asked for my debit card number stating she only needed it for a credit on the first order, which I still had not received the money back for. She said several times that no money would be taken from my account and that she was giving me a 20% discount. My wife checked my account an hour later and $190.00 was pending to be taken from my account which I had just been told would not happen. I called back and asked to speak to a supervisor, was handed off to Eric. I spent 45 minutes on the telephone with him and he promised I would have the money from the 1st wrong kit by Monday back in my checking account. I also asked that he send me an email with the details and result of my telephone call with him.

What happened next, the $190.00 was put back into my account, no email confirming my conversation. I did get a pick up ticket call from UPS the following Friday July 25th a week after my conversation with Eric for the second incorrect set.

So basically I am still out about $450.00 for my son's graduation presents that I ordered back at the end of May and he still does not have the engraved tool set.

I am very disappointed in my recent contacts with Sears and these transactions. I do not have all this extra money to be waiting for the return of not to mention not having the product I ordered after 3 attempts.

We purchased a Kenmore refrigerator from Sears.
It was delivered on time, which was good.
However, when the delivery people were here, we noticed that the door was not in the direction in corresponding to the kitchen. We asked them to switch the door side. They said it was too late, we can call service the next to have them do it for us. We called, there is a 70-dollar charge. Nevertheless, they said that we could have asked the deliver people to do it?
We also noticed that the coin-shaped seals underneath of the freezer door and fridge door are not closed. Instead, the foamy yet solid insulation material was squeezed out of the holes.
Furthermore, it did not have the heavy sucking strength while we close the fridge door. We realized soon enough that about a foot of the insulation sealing rubber trim on the fridge is crooked. You can actually stick your hand to reach the inside of the fridge while door is closed!
It is hard for us to believe that a refrigerator at this quality can be passed by inspection to be sold in the first place, and we cannot believe they actually ship the defected product to consumer!
Yet when we ask them to switch sides of the doors for the replacing refrigerator, they said that might not be done because it was not requested at the initial order. However, we never knew it was an option and the sales person never offered the option. The only thing the sales person mentioned was that we need to be sure it can fit into the space we have, otherwise there would be a charge for return!
Although they have scheduled to replace the product today, we have already lost faith in both Sears and Kenmore. Quality control as well as customer service were both severely compromised.
We will have to carefully inspect the refrigerator that will be delivered today.

I purchased a "reconditioned" side by side after being reassured that it had been inspected and certified as 100% working. I was trying to decide between a new refrigerator and this one, the sales person assured me that it was no risk to purchase the reconditioned one because if anything went wrong, I would have a Food Reimbursement Guarantee. The unit was delivered on a Wednesday and NEVER worked. Sears finally sent a repairman out on Friday and he said the unit's system was restricted and had been tapped. It shot oil out as he examined it. I returned the unit on Saturday and it took 3 WEEKS for them to credit my debit card. Customer Service at the store is HORRIBLE. DO NOT DO BUSINESS HERE! They are refusing to reimburse for the Food Loss. I had to go to the District Manager to be reimbursed the delivery fee.

July 23rd, 2009

My Sears Disaster Story:

I have always purchased my appliances at Sears because in the past, they have been decent products, and they were always good about their word and warranties.

So when we built our dream home, I purchased a DCS Gas range, range hood with heating lamps, and 2 Kenmore Elite dishwashers. I wanted the best products out there, as we are avid cooks and we really have a dislike to washing dishes. So we bought 2 dishwashers, and had them installed in our dream kitchen. We spent over $20, 000 on the Sears products I mentioned.

From day 1 the dishwashers haven't been working the best. So I called Sears. They blamed it on our water..perhaps our water wasn't hot enough. So we had our Plumber come out. Paid for him to make an assessment that it wasn't our water. It was good and hot. It had to be the dishwashers. I called Sears again...and they took a look. At first they thought it was the soap dispenser. They replaced that. Still no luck. In the meantime, the service repair man ( Mr. Appliance) forgot to reconnect a hose and when I turned on the dishwasher before bed, I woke up to a large pool of water all over my custom, hand carved maple floors. My entire first floor of the home is done in maple, and is open concept. So you can imagine!? When I called the guy about the leak...he was worried, as he knew my floors would be difficult to repair and would not be cheap to replace. I told him, I knew he didn't purposely do this to me, and that I would have my Contractor take a look and release one of the planks in the floor, so the rest could dry properly. I didn't send a complaint or bill the company for anything.

Of course the dishwashers still weren't working properly. Dishes were dirty, etc. I called again. The same man came to try and repair. He wasn't sure what the problem was. This happened several times. Trial and error with parts with both dishwashers.

This continued on and off. I kept my warranty up to date, as I knew these dishwashers weren't good.

A year later, still trying to repair these things, a different company tried to repair them ( Sears was no longer using Mr. Appliance in our area) I do not remember the name of this company, but they did similar things and nothing worked. This time, someone forgot to connect my drain properly and when I filled my sink all of the water gushed underneath the sink, and down to my basement. My house was flooded. I was expecting company at this time as well. Lovely. Fortunately, our basement isn't finished and I was able to get it cleaned up without TOO much damage. Again, I let it go.

Finally, after several more months of living with faulty dishwashers...I put in another service call and realized Sears was now dealing with Atek Appliance repair. I got to know Stacy quite well. She read my past history and problems and couldn't believe all that I have been though. She said she was going to do her best to get these things working for me.

The appliance technicians came. Again, but things got worse. Now the heating element keeps breaking down on the one and the other one had a door issue. It would fly open in mid-cycle, BANG, and hit my dog and child once! It is a very heavy stainless steel door. The hinges were broken, so we had to put a chair up next to it when it was operating so no one would get HURT!

They tried to fix it. Then I get told that my warranty on them has expired. I knew I wouldn't have allowed them to expire, so I proved it by faxing my protection agreement forms. For some shady reason or another...Sears would NOT acknowledge my extended warranty anymore. Stating that I was making this up, and just renewed it after I knew they needed servicing.( Since the dishwashers are now 3 yrs old, I have had to renew them over the years)
I tried to explain that these 2 dishwashers have ALWAYS needed servicing, and there was no way I was going to allow them to expire, as I knew they were lemons. I didn't think it was my fault that I needed to call the service people on a weekly basis, and that it happened to be just a day before I renewed my extended warranty. They thought I was suspicious. Unbelievable!? if they had read the history I have had, they would have realized that I haven't had a week with them working. I called the lady that sold me the machines. Cindy Alton at the Sears in Owen Sound. She told me there was nothing she could do. She said I should have " waited a week" after they broke down again to make the service call, so I wouldn't look suspicious! Imagine that? Then Sears might have believed me. But no, I was honest and called right when it happened, and now I get told I am lying.

So after weeks of anger...and frustration, Sears finally agreed that the protection warranty was good on the one with the hinge problem, but that the one with the main heating element wasn't. ( Obviously this one was the expensive part)

I couldn't take it anymore, life is too short to remain this angry and frustrated, so I decided to just PAY for the part and service myself. $300 and get on with life. I needed to let go, as it was affecting my life. BUT, in exchange, I wanted them to give me a letter in writing that from now on they will honour my Protection agreement, as the forms they mail to you with your payment obviously wasn't enough. I never did see that letter, but I do have copies of my Protection Agreements, and payments for what they are worth?

Then the heating element broke down AGAIN. They wanted me to pay for the replacement, again. Finally, after several phone-calls and hours on hold. They realized that the part had a 60 day warranty, and so they would send back that heater and try another one.

They put in a new heater. It worked a few cycles, and then the machine broke down again and wouldn't even turn on. Then the other dishwasher ( the one with the door problem) completely broke down as well. Nothing will turn on with either of them.

I put more calls in - October 2008.

I went through all of the holidays without any working dishwashers. February, the repair people finally took the one dishwasher with the heating element problems. They kept it in their shop until May. 4 months! No word, and finally the machine came back. It worked one cycle and broke again. Nothing working. I made the call. On hold, sent to several different people, explaining the story over and over again. No action.

So here I sit. July 2009 and neither one of these dishwashers work. I have quoted Sears on the NO LEMON protection policy and I have been told there is nothing they can do for me. I am not eligible for a replacement. I spoke with Bill at Customer Service ( no one will give me their last name) Ext 6732. at the [protected]. But when you call that number, you can not get the option of an extension or Bill. This has happened to me a few times now. People give me their first name, give me promises that they will get to the bottom of this, and if not, they tell me to call them back and guess what? I can't get them.

Next I heard from Mona [protected] ext 233. She told me I do NOT qualify for a buy-out of my machines. I don't understand this? She also told me that the Repair people have been trying to repair my machines, but I won't allow them in my home? I laughed at that, as that is completely untrue. I know the repair people on a personal basis at this point and I even allow them to walk into my home when I am not around. I have had decent relations with them and they have been doing all that they can to help me in my situation, and are frustrated as well. These machines are uneconomical, and unrepairable- obviously. So why do I still have them?

This has been a FULL-TIME job for me, but I am not going to give up, and I will not allow my protection agreement to expire ( which is what I am thinking Sears is hoping for)

Sincerely;

Stephanie

In October 2008 I had a licensed plumber purchase a water heater since the one I had broke. He purchased a Kenmore Water Miser 6 and installed it according to manufacturing instructions. Fast forward to July 2009, the water heater no longer provided hot water. I called the 800 number on the water heater to have someone from Sears come out and fix it. Two hours later after being left on hold, disconnected, transferred to other non-water heater departments and speaking to incompetent supervisors in customer service in Hicksville, Tennessee and Corn-in-their-ears, Iowa, I finally had the plumber rip out the less than 1 year old Kenmore water heater and replace it with a non-sears product. To say that customer service is lacking with the Sears corporation is a HUGE understatement. It is non-existent. I think they pass you around and put you on hold simply to get you off the phone and fed up that you would rather gouge your eyes out then deal with them again. NEVER, NEVER, NEVER, by anything from Sears that you cannot readily return to a store. No wonder they are failing. HEY YOU CORPORATE GUYS are you reading all the negative comments about your company. DO YOU CARE? APPARENTLY NOT because your customer service still sucks!

5 years ago we purchased a Kenmore Microwave oven from Sears, Model # 721.[protected]

We recently noticed that the glass in the front of the door had slid down partway into the door, leaving a gap at the top to which microwave radiation could leak out. I called Sears Consumer complaints and she told me she had never heard of such a thing, but to unplug it and NOT use it until service could come out. Of course the microwave was no longer under warranty. I was not comfortable with just a quick fix anyway, as that is very dangerous to have radiation leaking into the home. The repair man called me and told me it would cost upwards of $180 just for a new door, that did not include labor charges.

We ended up purchasing a new microwave. NOT a Sears/Kenmore. I will never use that product again. Unfortunately a majority of my appliances are Kenmore, but they do not stand behind their product. Even though it was no longer under warranty, I felt we should have been re-imbursed or credited the amount of the microwave oven. This was a very dangerous situation for my family. I have told many people about this issue with my microwave and will not ever own a Kenmore appliance again.