Sears
Reviews and Complaints

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.

Please do not order ANYTHING from SearsPartsDirect. There is no responsibility on their end for recommending incorrect replacement parts. Purchased replacement grill grates based on the manual and equipment listed on the website. Apparently the part number listed was incorrect. Sears Refunded all the costs except shipping! Says they are not responsible for wrong purchases even though it was SEARS FAULT. Customer Service told me to write a letter to the corporate office. UNREAL!

NEVER AGAIN ANYTHING FROM SEARS! New family moto - "anything will work as long as it's not from Sears"

Ordered a deck for my mower on 8/18, paid for priority shipping and the website indicated that with this choice I would have delivery on 8/22. August 22 comes, no delivery. Check website, now status says item back-ordered, delivery expected in 5-7 days. Only customer service agents are in the Philippines, and they have no power to do anything. They said they'd put in an inquiry with their supplier, and I should have a status update in three business days. I suspect that I'll see my item about 2 weeks after my initial order. They did offer to refund my priority shipping charge, but i'm not happy for a lot of reasons. I was under the impression that I was ordering from Parts Direct, not a third-party vendor; back-orders need to be flagged on the website before orders are placed instead of giving delivery dates that can't be met. Very poor experience.

Bought a Kenmore fridge from sears 2012. Ive bought two replacement handles. The last one 5/15. Now that one broke. Same location. Thats 4 handles in 4 years. No warranty on the part I'm told. Piece of garbage. Wont be buying sears products anymore.

I ordered a gasket for my freezer door. They sent me the wrong one and wouldn't credit me the shipping for their mistake. I am trying it again but I talked to a customer service rep today that tried to tell me that freezer doors don't have gaskets. What? This is exactly why I won't buy Sears products. I don't think they will be in business much longer at this rate. The appliances I have came with the house when I bought it but will not be replaced with Sears brands.

Ordering a part through the third party (Sears Direct) has been a complete waste of my time. I am trying to purchase a replacement mower bag assembly. The bag arrived without a part number and the unit came without any paperwork. The first part was almost three inches too short. The front of the bag opened up when I attached its handle to the mower's handle. I was told to take it to any Sears store for a refund. The store reported that they could not help me so I contacted Sears Direct again. This time they replaced that part with the mower bag itself and not the frame that I need so I sent it back. Then a customer rep called me due to the feedback that I provided and helped find a replacement which, as it turns out, was the same bag assembly as the first one that arrived at my house. She thought that perhaps someone had mixed inventory. Once again, it is too short. This time the bag arrived with a stock ticket that indicated that it was a Generic bag. No wonder it doesn't work. If Sears uses a poor aftermarket supplier for its customers, the reviews will continue the same as those posted on this page. Things should work the first time and not review multiple trips to return the replacement product. The website indicates that the aftermarket products are a "guaranteed fit." That is false advertisement.

Sears may not be in business for another 10 years, let alone another 100. While I can indeed find almost any part I need on parts direct, I will not order through it unless absolutely necessary. Inexpensive parts end up costing almost half as much again, if not more, due to shipping costs. Example, $9.00 for a $14.50 drive belt. Why not offer free ship to store? In fact, why not carry these common items in the few parts stores that still exist?

Seems like a lot of you are mad because of issues caused by you not reading or listening to the disclosure before you place the order. It tells you that the order will be immediately processed and it can't be changed or cancelled. What part of that do you not understand, then you call back upset and pitching a damn fit cause you changed your mind. Then to put the icing on the cake, "You'll never shop at Sears again". Sears has been in business 100 years and counting. Due to great products and excellent customer care.

I got on line with Sears parts Direct to see if they had a battery that would fit my worx trimmer, which they did. The first person I chatted with said that it was a 2-pack for $59.99 which I thought was a good deal, before I could order I got disconnected, so I got back on chat with another sales person, he confirmed they had the battery I needed and again I asked him to confirm that is was a 2 pack for $59.99. He said that all of their battery packs were for 2. I got my order in the mail, and there was only one. So I emailed them to find
out where the other one was. Their response was that "upon further review, this item was only for one battery not two, sorry for the inconvenience, but If you would like to order the second one, they would wave the shipping and give me 10% off. So I fired off another email and told them that not only was it was inconvenient, but mis-representation that I was told this was a 2 pack and I confirmed that with two of their sales people. I will never buy any more products from sears, or order from their parts dept ever again. Must be why they are talking of going out of business. Have had many other problems with sears products and service in the past, and this was the last straw. Please people find another store to buy your appliances, furnaces, lawn equipment etc...

TRIED TO BUY A REPLACEMENT PART FOR A SEARS DISHWASHER, I WAS SICK SO I SAT IN CAR.I SENT MY 74 YR. OD HUSBAND ( HE HAS HAD TWO KNEE REPLACEMENTS ) HE CAME BACK TO THE CAR TO SAY THEY HAD IT. COST, $6O.OO BUT THEY WOULDN`T TAKE A CHECK. HE WENT BACK IN WITH CASH, CAME BACK OUT, SAID THEY WOULDN`T TAKE CASH NEEDED A CARD, SO I WENT BACK IN WITH HIM AND WAS TOLD THEY COUDN`T TAKE CREDIT OR DEBIT BECAUSE I DIDN`T HAVE AN E-MAIL ADDRESS. WHEN I TOLD THE GUY HOW STUPID THAT WAS AS A STORE POLICY, NOT PUTTING ANY BLAME ON HIM, HE ROLLED HIS EYES AND WALKED AWAY. I SAID NICELY THANK YOU, BUT GOT NO REPLY. SO PEOPLE IF YOU DON`T HAVE AN EMAIL ADDRESS, YOU CANNOT ORDER PARTS FROM SEARS. I NOW HAVE A NEW DISHWASHER FROM LOWES... A STUPID, STUPID POLICY. THEY DESERVE TO BE CLOSED. NOT THE FIRST TIME WE`VE HAD TROUBLE WITH THEM. WHY COULDN`T THEY HAVE JUST USED
THE STORES E-MAIL. VERY IRRITATED

I've been trying to repair my hydrostatic transmission on my Craftsman DLT 2000, which I paid around $2300.00 for back in 2002. I only have a little over 400 hours on it. Transmission was getting weak, so I decided to repair it myself. Ordered parts through Partsdirect.com. When trying to shop around for parts, it seems the numbers are "SEARS" parts numbers, as they do not correspond to any of Hydro-Gear (the manufacturer of the transmission) part numbers. So it makes it nearly impossible to find parts outside of Sears, since the manual only lists Sears' in house part numbers. Turns out, a part that I paid Sears $148.00 for, I could have purchased for $55.00. I needed two, so I'm out nearly $190.00. Another part Sears charged me $150.00, which I could have gotten from the Hydro-Gear service center for $90.00, another $60.00 I'm out of. I love the fact Sears will only compares prices with other "Approved' Sellers, not ALL sellers. My parts purchase from Sears cost me $350.00 - $400.00 more than I should have paid. I have already purchased nearly $750.00 in parts to repair my transmission, and now it seems I could have purchased a new one through Hydro-Gear cheaper. Congratulations Sears, you have lost another customer, I'll be damned if I buy another Craftsman tractor to replace my current one, the way you over-charge for your parts.