Sears
Reviews and Complaints

I wish I could have actually talked to someone in Customer Service with Sears about the experience that I've just had, but anytime I asked to talk to a supervisor or customer service, they would not transfer my call. So, I can't even complain to Sears since I can't even get through to someone at Sears to complain to! Quite Infuriating!

It started when I ordered a refrigerator last December (after mine broke). I told the salesman exactly which size refrigerator and which kind of door opening (Right-Hand). The salesman poked around on the computer, gave me a price, I paid for it and we set up a delivery date of January 12 (It was a special order). I got a computer call on January 11, stating my delivery window was from 11-1pm the next day, so I was happy that I would finally have a refrigerator in my house, since I had gone through the holidays with no refrigerator at all. January 12 comes and half way through my delivery window, I
get a call from Sears stating that they don't have my refrigerator. So, I ask, why was I called with a delivery window just the day before? Of course, they have no answer to my question. They said they didn't know where the refrigerator was. Hmmm... Isn't that what inventory is for? I received phone calls every day with a computer message to call Sears. So, of course, I call them back, go through all the information, my phone number, my address, etc... (mind you, you have to do this EVERY time to speak to someone new), I finally get to a representative, telling my story yet again, only to find out, there was no new information. I question why I keep receiving phone calls on a daily basis to which they have no answer. Then, I finally get a call the following week (about Jan 16th) saying they have my refrigerator and I scheduled the date for this second delivery for January 19th. Mind you, I paid extra to have the delivery done on a Saturday to save some of my time. Ironic now isn't it? So, I have already sacrificed one Saturday waiting for that call from Sears to tell me when it is convenient for them to deliver my merchandise. So, here I am again, waiting for another Saturday for this refrigerator to be delivered. January 19th comes and I see the Sears truck pull up to my house. They start to take the packaging off my new refrigerator when the delivery guy tells me we have a problem. The door opens the wrong way. Rest assured, I can use this "loaner refrigerator" until the correct one is ordered and delivered. I spoke to a Sears rep that morning after the delivery guy talked with them. She told me a supervisor would call me to get this straightened out. I wait for a few days. No call from a supervisor. So, I spend another couple of days waiting on hold, explaining my story multiple times, trying to find out what happened to the supervisor that is supposed to call me. I was told that there was no note in my record to have a supervisor call So, at this point I am livid at the fact that I can't get help from anyone and I am lied to about having a supervisor call. In speaking to yet another representative, I am told I will have to wait another 2 weeks since it is a special order. In the meantime, that past weekend, the exact same refrigerator was on sale at Sears for $50 less than what I paid. I asked for compensation for all of the trouble and time Sears had caused me in these past 5 weeks (mind you, I would guess at this point I had wasted at least 8 hours of my time between waiting for deliveries, waiting on the phone, explaining the story over and over again). I was told the only thing that could be done is to give me a $50 gift certificate to Sears. So, I'm thinking that after all the trouble that Sears caused me, I get a gift certificate and have to shop again at Sears? I find it appalling that I received no help and no compensation for my trouble, unless you count all the times I heard "I'm sorry for the inconvenience".

I am so angry at this point, I spend more time, go to the store where I originally purchased the refrigerator and cancel my order. Of course, this took about an hour since I had to explain to the employee, who had to call an 800 number, then I had to talk to the 800 number until I thought we had everything straight. So, Sears was to come to my house and pick up the "loaner fridge" on January 26th and give me a full refund. Another saturday that I get to wait around for the Sears delivery crew to come by and pick up the loaner. If only the refund included all the hours I wasted of my time on multiple saturdays as well as on the phone.

So, now all I need is to have my money refunded. I wait 10 days and don't see any refund of any kind. I call the 800 number... again, they tell me to call the store I purchased it from. I call the store, they tell me to call the 800 number. I finally convince the store that I am not calling back and forth. They start investigating the problem. Finally, I have a name and a phone number of someone I can talk to about whats going on. They then tell me that there is no record of the "loaner refrigerator" in their system. I think to myself "Of course there isn't". How many things can go wrong with this one item? After a few more phone calls, I am assured that my refund is in the mail. I have not received it as of yet, but hope the refund is the correct amount... although after this experience, I would not be at all surprised if the refund amount is incorrect.

I honestly don't know how Sears can stay in business when they treat their customers in the manner that I have been treated in these past few weeks. One can only hope a company that has such poor customer service will not stay in business much longer. I spent countless hours trying to understand where the disconnect was happening, in between calling numerous 800 numbers explaining my story hundreds of times.

So, I write this letter up and submit it to Sears Customer Service and my response from them is "We apologize for any inconvenience you may have experienced with the delivery of your merchandise. We want to make sure your issue is addressed, so please contact our Home Delivery group at 1-800-SEARS-[protected]) for assistance" which is of course the 800 number that I had called before and would not transfer me to a supervisor or customer service.

This is just the first of a number of appliances that I am going to be replacing and if you read this whole complaint, I'm sure you see where I will not be purchasing any more appliances.

I purchased a Sears Washer/Dryer unit in Sept. 2007. Within one week of the delivery, I had the repairman out there. He has since been back on numerous occasions. Just getting him to my house, is usually a good week delay, and then the frequently cancel and reschedule on me too. ANYWAY, the latest problem is going to cost $700.00 to fix. The unit was $1100.00, which Sears has spent more than that to fix this lemon so far. I want a new unit, but Sears told me they will not replace it. I didn't have my washer/dryer working the week of Christmas (and I had a lot of company), now I am not going to have it for the Memorial Day Weekend holiday, and again am having a lot of family visiting. I don't know what I can do. The warranty is up in Sept. 2008, and if (when) it breaks, I am not going to be able to afford to fix it. I am 73 years old and on Social Security with a fixed income. I could never be able to come up with $700.00 to fix this thing.

So the water to the unit was turned off, yet it still leaked water somehow. You didn't question this when the tech was out? Use some logic people! Seems obvious to me that THE WATER WAS NOT OFF! DO you not have some basic sense or knowledge of your own home on how to turn off the water to specific rooms or fixtures? I'm amazed at the lack of common sense from the average consumer.

Same story. I bought a dishwasher and had Sears deliver it. Expensive, but convenient. My wife was home with they showed up, and it wasn't Sears employees, but local plumbing flunkies. They immediately declared the old dishwasher hookup to be "not to code", and said they would have to charge another $250 to do the job. What could my wife do? if she had pressed the point, they most likely would have left with the dishwasher, and it would have been a time consuming and expensive effort to get someone else to install the thing. So she gulped, paid them, and they installed the thing and were out of there in less than an hour. Maybe the ancient dishwasher hookup wasn't up to code, but it is fishy to say the least that they use that as a pretext to double their price for less than an hour's work. As Mrs. Wright said, neither Sears nor their flunkies are ethical. Needless to say, the Sears representative I spoke to about this was unsympathetic to the point of rudeness.

Totally agree. Terrible experience with Sears delivery. This past Saturday was the 3rd attempt to deliver our refrigerator. First, wrong one. Second one, damaged. And now the 3rd one, also DAMAGED. The delivery guy says he told the people at the warehouse that he didn't want to take it because it was obviously damaged, and they told him to try and deliver it anyway. What the heck? Were they trying to slip another damaged one by the customer. Did they think we wouldn't care, or did they just not want to have to deal with it? The delivery guy felt like he was getting stuck in the middle and the warehouse didn't want to talk with us. Sears customer service was completely unprofessional, could not help, other than trying to order another one. Never apologized. When I asked to speak to his supervisor, he put me on hold for a 1/2 hour and no one ever came back. I'm even madder now and dealing with the Sears appliance center in Tampa to try and get this resolved, but let me save you the aggravation if you're considering buying from Sears. DON'T DO IT!

Wow, the dishwasher fiasco sounds almost identical to mine. Too long of a story to get into and tired of talking about it. But yes, Sears and the installers they use are not very ethical.

I agree. SEARSsucks is a rip off. Double oven started giving F7 error. Tech came out and said I hear you're getting an F9 error. I said no - F7. He said it was the control board. Ordered a new one. Next week different tech came out and installed the new board. Less than an hour later the new board was giving the F7 error. After I had paid SEARSsucks $575.28. Now they're refusing to refund my money. They will send a tech to remove my new board but they won't give me back my old board or my money? Sent a complaint to the Governor's Office of Consumer Affairs. There are tons of websites regarding the Kenmore F7 issue. It's more of a product defect that they won't discuss. NEVER buy from SEARSsucks

If you had of bought the Ppa protection plan then you could demanded a new washer instead of having the warranty to fix it.

Sooo, what is the problem? Brick and mortar stores can't be expected to match prices of online only retailers who only pay for a small web team, warehousing and shipping. Sears provides you with experts on products as well as an actual product to touch and look at in person. If you use a sales person to gather your info, then buy online, not only is that unethical treatment of that person who took the time to help you, you are just a bad person.

It does say the return policy on the receipt if you just turn it over that pretty blue writing on the back states that you have 90 days to return or exchange items, and the 90 day return policy is actually one of the longest ones here in Canada. If you went to Wal-mart, you would only have 14 days with your receipt to be able to return something.

Are you actually reading your comment? WHO BUYS A CHRISTMAS GIFT IN AUGUST?!

Just saw reviews on Amazon to replace the door handle with this third party provider
http://ohiosolutions.net/high_strength_aluminum_dryer_handle
Hope this is helpful.

We have gone through four plastic replacement handles and are now trying this option.

I agree completely. We have ours just two years. Ours keeps doing it too.

it was New years day my dryer broke and I knew Sears had a Tuesday delivery date in my area, so I went on-line to order. I saw what I wanted and called to make sure I could get delivery Tuesday. I ordered the dryer that matched my washer. this was model # 78132 a Kenmore 8.8 ft. capacity Item 02678132000P. I printed the description which I always do. The description states clearly that this model has a Steam refresh cycle which was important to me. That Tuesday 1/3 the delivery came to home, my daughter was home to accept. I was working. When I got home I inspected and realized the model had no Steam refresh cycle. I called spoke to someone who said she set up for return and new delivery and someone would call me, I waited 1 1/2 weeks no one called. I called back and again someone told me a sears .com person would call, no one did a few days late I called and was forwarded to technical support who reviewed the item on the website and agreed that there was a problem obviously with the website if they had delivered the correct Model #, I called the corporate number and was told they could give me a refund pick up the item but I would have to pay the additional charge of $ 100 for the correct item. It appears that sears com fraudulently listed that this item had the steam fresh cycle at the $799 price, I finally got a call back from Sears .com stating they would redeliver the correct but when it came it was the same one I had received already. After numerous phone calls of 30 -40 minutes and numerous transfers and the refusal to make good on the item that was on the site I am seriously never buying from Seers or soars.com ever. I have been purchasing appliance from Sears for 20 + years and in 2013 I purchased a new stove/ oven $3000- dollars, a new refrigerator almost $3000, a dishwasher over $1000, Microwave with exhaust about $1000 small refrigerator $500- and wine refrigerator for a few hundred dollars and I cannot believe that Sears would not make good on their error. It is false advertising. It would have cost them the difference in the price and I would have been happy and remained a customer.. By the way they did correct the website when I said I was filing a complaint with consumer affairs. DON'T TRUST WHAT YOU SEE AND READ ON SEARS .COM.

I attempted to purchase a TV via Sears.com, relying on their easy pick-up option. I found that the model I wanted was available at a store about 45 minutes from my home. and placed my order. The following morning, I received an e-mail from Sears indicating that the TV was ready for pick-up and instructing me to scan the bar code in the e-mail when I arrived. I did so, but was notified by store personnel that, in fact, they had no such TV. Very long story short: After hours and hours on the phone with customer service, maybe a dozen e-mail exchanges, and traveling to the store and back for no reason, I have an $1800 charge on my VISA for a TV that never existed. Apparently, once I scanned my e-mail, the TV shows as having been "shipped" and it may take a week or longer (I'm still waiting 10 days later) to reverse the error Sears made in selling a TV that it did not have. Customer service at Sears.com is quick to apologize, but does nothing... even though my transaction was with Sears.com, they indicate that the problem (i.e., MY problem) is with the store.

And... while all of this has transpired, I purchased the same TV via Amazon.com... free delivery and $500 cheaper... works great.

BUYER BEWARE: DO NOT DO BUSINESS WITH SEARS.COM!

I ordered 3 of a certain product from sears. They only sent 1, I called and they said they would send the other, 2 weeks later I called back and they said they didn't have the others. This issue was i couldn't use 1 without the other 2 so what i received was worthless and they not only told me they would send the others, they never contacted me to tell me they couldn't. Good custom service can be so hard to find!

DO NOT ORDER FROM SEARS.COM

Placed order through private vendor that Sears has a business "relationship " . I figured Sears was reputable, Sears.com should be safe. Order confirmation and shipping notice emailed almost immediately, charged my account, NEVER RECEIVED PRODUCT! Sears. com now saying not their problem, need to contact private vendor but contact info. is not valid. SOUNDS LIKE A SCAM!

My Bank card was charged $762.36 on 10/19/09 for services or products not bought or authorized by me.

I will not ever purchase a Refrigerator from Sears! I have purchased three Refrigerators from Sears. The first one lasted about ten years and lightening took it out alone with my stove. The second time same thing happen. Bad weather and lightening hit just the refrigerator. So I went and purchased this one a Kenmore, just 18 months ago and it stop working the first time back in February. It took a week before the service man could come out. In the mean time we lost all our meat that was frozen. He put some Freon it in it and it started back working. Well in April it stop working again, we where out of town and we lost everything in our refrigerator. I have RA which calls for injections that has to be refrigerated they told us they could come out to check around May 15th. Now that that was like 3 weeks.. I can not believe the service. We purchased a lemon. They know it. I did not purchase extended warrant so we wasn't able to get it fixed. The compressor went bad a little over a year. What kind of mess is that. They would help us get new one or try to help us get it fix. Do NOT Purchase your appliances from SEARS! They don' t care about their customers. Thank you, Ex customer in Petal MS.

I've never had a problem in maybe 6 or 7 purchases.

I have had the worst experience ever with Sears. We had a dishwasher delivered about 2 months ago. The driver hit my truck. I have been talking with a so called supervisor manager along with other reps from Sears with no avail. The damage done to my parked vehicle was 1200 to 1300, I was offered $150. I have sent a copy of the estimate, pictures everything they have asked for and no one can help. They won't tell me who the insurance company is. My next step will be within this next week is to call the police and possibly claim it as a hit and run. Then I will have to take it to small claims. I am just not sure at this time who to send the claim to. I am afraid to purchase my next big item there I think I am going to have to boycott the store for lack of customer service and compassion for the customer.

Liz R. from Sears sent me the very nice e-mail below. However, I have e-mailed to the address she gave me twice to no avail. I don't know what is more frustrating; dealing with the phone reps for Sears or being given a ray of hope that Sears will stand behind the repairs their representatives made and then they just don't respond. Seems like a ploy to make people reading these complaints think that they are actually taking action. Very disappointing!
C. Price
I came across your comment today and wanted to reach out to you to offer our assistance. My name is Liz and I am a member of the Sears Social Media Support team. I can understand how disappointed you may feel with the repair of your oven. We do our best to make every service interaction both positive and memorable for our customers, and we do apologize for falling short of that mark in this instance. If you would allow us the opportunity, we would very much like to connect you with a dedicated case manager to further discuss your experience and see what can be done to make things right. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the oven is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (C. Price) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

I have a stainless steel convection oven that is 8 years old. The extended warranty on the oven ended in 2010 . Repairs were done by Sears prior to 2010. During the warranty period, I contacted Sears because the racks fell down in the stove. This happened one day when I had a roast in a heavy cast iron pot in the stove. When the pot fell, it broke the bottom burner and caused the oven to heat up to 500 degrees. When I came in from outside and opened the oven and saw what had happened, I grabbed my mitts and took the pot out of the oven. The pot was so hot it burned me thru the mitts and I dropped the pot on the top of the oven chipping the glasstop. A Sears repairman came out and looked at the oven and ordered parts. He said in his 30 years he had only seet the oven liner pop out twice. It took 3 or 4 times before the stove was totally fixed - all parts in, which meant I had to take off 4 days of vacation, because Sears repair doesn't give you a time they will be there just a day. It cost more in parts than the stove cost new to fix the stove, not counting gas and labor for the repairman. I had asked for a new stove or voucher at that time and was told this wasn't Sears practice. Sears practice was to repair first and then issues continued to replace. Now the liner is again heaving out causing the racks to drop, so I cannot use my oven. Sears Customer Solutions told my husband to put on the Basic Service Plan and after 30 days on the plan call for repairs. If the stove couldn't be fixed, then it would be replaced. I checked the terms and conditions of this plan before purchasing and found that you must have an appliance in working order, which ours is not. I called back to Sears Customer Solutions and asked them about this, because I didn't want to be fraudulent. They then told me on 5/10/13 to put on The Service Smart Agreement for $253.00 and if the repairman couldn't fix my oven or if it was going to cost over $500.00, they would give me a $500.00 voucher for a new oven. Seriously, I should have to pay $253.00 to get $247.00 off a new oven because I was sold a defective product that was fixed or should I say not really fixed, because it is still defective. I'm told this is all Sears can do for me. Just a FYI that model #[protected] is noted on the intranet by many other people who had the same product issue - liner heaving out - racks falling. Sears originally told us to call Frigidaire. Frigidaire told us as soon as the Kenmore name is put on the product it is Sears problem. Sears stated that the stove is 8 years old. Really, who replaces an expensive stove at 8 years old unless they have to or they are changing the entire look of their kitchen and when that happens, they can resell the old appliance. We can't resell this stove - it is dangerous. Sears won't stand behind the defective product they sold us, nor will they stand behind the repairs done. We didn't chose the repairman, they did. The repairman was hired by Sears and Sears should back the work. Shame on Sears, especially considering we have been a Sears credit card holder for 30 years and over those 30 years done a lot of business with Sears as we felt they were a reputable business.

My Kenmore range caught fire on Sunday, November 16th. The only way to disconnect the power was to throw the circuit breaker. After it cooled off I attempted to turn the power back on, but the element overheated again and scorched my stove and kitchen cabinets. Once again, I had to throw the circuit breaker to get the oven turned off. If I had not been home, the house would have burned down. I was not even using the stove at the time the oven element came on. I am sure there are other horror stories out there. Who knows how many homes have burned from this appliance and the problems with them.

Oh, man!
Tell me about it!
I was glad my friend noticed the fire in the oven and we could turn it off.
Now I have to try to get the damn stove out and the element out.
No small task for a 70 year old lady in awheel chair.

I SPENT 2000 BUCKS TO GET KENMORE ELITE
RANGER, AFTER ONE YEAR, THE TRIPLE HEATING ELEMENT FAILS, WHAT A SUCK QUALITY!
AND SEARS SERVICE SUCKS TOO!

Similarly with the person from Missouri my wife and I had exactly the same experience with a Sears Stove. After a few years it was slow to heat up and on the day prior to Thanksgiving the bottom oven element caught fire - we wisely did not open the door and let is burn itself out - and it was immediately apparent that the element was a dud.

I got the GE and have had the same problem. Everything nowadays is made by the same few places.

This is the 3rd Time they have come to my house to fix my Kitchenaid dryer and it’s still not drying now the 3rd guy said he has to order so the other parts the the first 2 couldn’t see this is [censored] who want
To take there children’s clothes to a laundromat with this COVID going on and the parts are on back order because it’s an or dryer yet I have Ahs warranty now it will 4 times sears - A&E come to fix this [censored]

I purchased a Lawnmower with a $25 rebate, it states TrueGreen, but did not know that or stated that it is for TrueGreen use only. Now I purchased a lawnmower and will have to hire them to cut my grass with the rebate, to me this is a scam that forces me to do business with a 3rd party other than Sears, I purchased a sears product I should have a cash or Sears rebate to use at sears and not forced to use a 3rd party. The sales person told me diferent, he told me I can use it in future sears purchase, I went back and showed him and he was suprised as well. So sad that sears does this to their customers, well they lost me as a customer, specially with their rebate program, stay away from them.

sears is the only one to buy appliances from i have bought and bought from the other blue box and red box stores and the have more issues then that rebates are only good if the are filled out correctly with the right paperwork going back with them the cant make exceptions when in black and white it says what to do and how and were to send it ...thanks sears for your great quailty product and service and credit..

Sears Customer Service is a JOKE! If you like being put on hold for 30 minutes at a time, then give them a call. I waited an entire day waiting for a scheduled tech to repair my garage door. I had to take a day off from work to accomodate THEIR schedule; appointment had been scheduled for 3 weeks. Tech was a no-show. It took me 3 hours on the phone to get someone in authority to take my call; their response was SORRY! we can re-schedule a tech for you in 3 weeks. No comment about my inconvenience, my loss of pay..nothing! Sears so called customer service is a JOKE>>JOKE. I would not purchase a nail from Sears..BUYER BEWARE..I had to contact the BBB and The Attorney General's Office in my state to see if consumers have any recourse.. Pretty SAD.

I bought all my appliances and a couch at Sears when I bought my new house. I spent no word of a lie a combined total of 21 days of holiday time off work just to get the stuff delivered, and delivered again when they tried to pawn off broken appliances, which I promptly told them to load back up on their truck because I wasn't taking delivery of broken merchandise. Missed appointment after missed appointment, excuse after stupid excuse, it was appalling how many phone calls and appointments I made over the course of 6 full months to finally get all the items in my home and in working condition. I will NEVER EVER buy another thing from Sears Canada, and wish I had of done a "how to complain to Sears Canada' search on the internet before I had purchased from them. Notice when you do the same search for the Bay, it hardly brings up anything negative?

I was just on-line waiting for a Sears customer representative for over 1 hour. At the beginning of August I booked a repair person for our Sears dishwasher. Unfortuntely the repair person did not show up although I had to wait from 5:00-to 8:00 pm. After calling twice and being placed on hold for over 20 minutes I was told that someone would call back to rebook the appointment-no apology. I waited until 4:00pm today then called Sears and was placed on hold for over 1 hour. Finally after getting through I was told, that I had to rebook-nothing they could or would do. Now have to wait another 2 weeks. I will never ever buy an applicance from Sears again.
What happened to customer Service?

I HAVE 6 GOLF PASSES THAT I RECIEVED FOR FATHERS DAY WHEN YOU SPEND $300 YOU GET A PASS
WHAT THEY FAIL TO TELL YOU YOU NEED TO HAVE 3 OTHER GOLFERS TO USE THE PASS
ALSO THE PASS SAYS THERE IS A LIST THAT THEY SEND YOU OF GOLF COURSES WITHIN 50 KM FROM YOUR
RESIDENCE ANOTHER LIE THERE IS NOT ONE GOLF COURSE ON THAT LIST THAT IS 50 KM WITHIN MY HOME

THIS IS THE BIGEST SCAM THERE IS.
I AM NOT HAPPY I WENT OUT OF MY WAY TO GET ALL THESE PASSES AND I CAN'T EVEN USE ONE ALL THAT MONEY I SPENT REALLY PISSES ME OFF THEY WONT COMPENSATE ME IN ANY WAY

I being in retail for 33 years know that there is always two sides to every story. If your place was easy to find the delivery would be easy to make. To think that having merchandise on a truck and taken off again only to be reloaded makes sense to any company is foolish. We often hear complaints of associates being rude but I find it is usually a return of the poor attitude received by customers and although never acceptable from someone being paid to put up with rude, it is often understandable. I find personally that if you can't say what the customer wants to hear, you are often called rude.