Menu
For Business Write a review File a complaint
Sears Customer Service Phone, Email, Contacts

Sears
Reviews and Complaints

www.sears.com

Learn how the rating is calculated

2.3 6 Reviews 2950 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Sears Complaints 2950

ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears sears service and parts center is atrocious

Went to order a part from Sears Parts Direct. Last night sat on hold on number provided on Web Site for 60 minutes with a recording message. Sat on hold for 20 minutes this AM, call was answered and I was informed that I needed to call a different number. Called number and spoke to extremely rude representative. Was looking for possible will call pickup, she indicated there were no service centers in my area, although I am personally aware of 2 centers within 10 miles. Called back to get different representative. Indicated part was not available in my area. Ordered part for next Mon. delivery. Phoned back 5 minutes later to ask to cancel order, as I figured out it made more sense to purchase new stove. Was told I could not cancel order, would need to receive the part and then return (and eat shipping.) This is one of several time wasting experiences I have had with Sears- their service is horrible. Purchased new stove from ABT, local company in Chicago- incredible service and stock. SAY NO TO SEARS. They deserve to go out of business.

Read full review of Sears and 23 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
23 comments
Add a comment
R
R
Robby Wells
US
Send a message
Jun 04, 2018 9:07 am EDT

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"

T
T
The Old Wolf
Payson, US
Send a message
Aug 23, 2017 1:32 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

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.

C
C
chrisokeefe
US
Send a message
Feb 15, 2016 2:53 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

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.

S
S
sbrown1
US
Send a message
Jan 05, 2016 12:36 pm EST

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.

J
J
JYElsner
US
Send a message
Dec 13, 2015 3:27 pm EST

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.

T
T
TickedDave
Woburn, US
Send a message
Oct 04, 2014 12:08 am EDT

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?

S
S
sears parts associate
US
Send a message
Apr 29, 2014 3:44 pm EDT

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.

J
J
Janwoo
Lansing, US
Send a message
Aug 20, 2012 5:55 pm EDT

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...

V
V
VONNIECOWEN
Williamston, US
Send a message
Dec 30, 2011 2:49 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

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

S
S
Scott Kleeno
Niles, US
Send a message
Jul 05, 2011 5:48 pm EDT

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.

ComplaintsBoard
K
12:00 am EST

Sears delivery warning to those who buy dishwashers!

We purchased a GE dishwasher from Sears in Cupertino, CA and paid an extra $140 or $150 charge to have the old dishwasher removed and the new one installed in its place. Luckily, the delivery person (Eric from the Campbell delivery contracting company, Matt Stalie) came within the two hour window set by Sears' customer support dispatcher. Unfortunately, although we had already paid for installing the unit, we were told that we needed to pay $65 to replace the copper and plastic tubing from the dishwasher to the water source and the drain. We told the delivery person that he could just leave the new dishwasher in our kitchen and we would deal with the rest of the installation. However the situation became a catch-22. The delivery person said that we needed to pay $75 to leave the unit uninstalled in the garage (not even carried to the kitchen) or we could pay $65 to have him install the unit with two new flexible metal tubes. We opted to just make out a check for $65. Here's a tip for someone who would like to save some cash in a similar situation. One could figure out from the installation contractor ahead of time about what kind of tubing is necessary for the dishwasher which is to be installed. Then one could head out to a hardware store to purchase and install the proper tubing before the installation contractor delivers and installs the unit.

When the family member who purchased the unit came home, it was noted that the model which was delivered and installed was actually the wrong color/style which is another problem in itself.

Read full review of Sears
Hide full review
ComplaintsBoard
M
12:00 am EST

Sears no heat for 6 days!

My parents bought a new Kenmore HVAC unit from Sears in September 2007 to replace our 35 year old unit. They got the master protection plan for peace of mind. Wednesday evening, 12/12/2007, our furnace stopped working. Sears would have someone call the next day by 3pm just to make an appointment for someone to come out. I called the next morning to see if i could expedite things, and i was told Sears did not have enough people to come out so i should find someone on my own. Friday morning PSE&G found that the circuit board would need to be replaced. If it was a PSE&G unit, they had the right part to fix it, but since it was a Kenmore unit, the Sears service people should have the part available to fix the unit more quickly. PSE&G would have to order the Kenmore part which would delay the repair. When I called Sears Contract Support, they asked PSE&G to go buy the part. PSE&G explained that the part has to be ordered but Sears should have it. The representative found that the Sears service people in fact did not have the part and they too would have to order it. She then said that since the unit is less than a year old that the company that installed the unit would have to deal with this problem. Why were we not referred to this company on Wednesday when this first happened? Basically Sears did not want to deal with the hassle of helping a paying customer. The installing company came out Friday evening and asked why we did not call them on Wednesday when this first happened. I explained the above. They too had to order the part and if they had known immediately, we would have had heat by Friday. I called Sears Friday evening and Saturday morning in the hopes of finding someone who could get us the part more immediately. We already rode out the ice storm on Thursday/Friday and a nor'easter was supposed to come Sunday. I kept getting transferred to different departments where the representatives either did not know or did not care to help. On Saturday, the Customer Complaints representative actually "assured" me that we "would not have heat today." What kind of assurance is that? I got transferred so much, I ended up speaking to one of the representatives twice. She gave me the final "too bad, it's the weekend" attitude and said no one could help us, it didn't matter that there was another storm coming and that we had no heat. By now it was too late and i just gave up. We got heat on Monday evening, 6 days after we lost it. That is truly unacceptable service, especially when we are paying extra for that service.

Read full review of Sears and 2 comments
Hide full review
2 comments
Add a comment
H
H
HVAC Tech
Oakland Twp, US
Send a message
Sep 08, 2009 1:46 pm EDT

As a HVAC technician I have seen the above situation and worse.
If a friend or family member asks me my advice on replacing their old "inefficient" furnace with a new one, I sometimes advise them to keep the old one. It depends how old, the really old ones were great, they were built like battle ships and the parts that need replacement are available at most local hardware stores. "But it is inefficient" OK. consider the cost of natural gas: currently $0.87 per 100 cubic feet at 1050BTU/cubic foot. Now go from a 70% efficient to a 90% efficient. You are still "wasting" 10% of the heat up the chimney, but now your exhaust temperature is below the condensation point of all the H2O in the exhaust gas, so the mfg or you new fancy furnace has installed all kinds of drains and traps and safety switches to prevent water from backing up and mixing with electrical parts...opps... yes it does happen. All those circuit boards are expensive, and some fancy furnaces have up to three of them. Can't get those at the hardware store, nope... got to be ordered. So here you are with a new fancy furnace that is saving you pennies while it runs but costing you big money and huge headaches when it breaks, and oh yes they will break, more often then that old battleship you are thinking of getting rid of. Does it really make sense to replace it? Not always. People need to stop being impressed by surface impressions, like a fancy paint job or a lower energy bill and try to see beyond the obvious.
Safety Note: if it is leaking Carbon Monoxide then replace it, don't gamble with your health.

J
J
Jason
Send a message
Jul 16, 2008 7:04 pm EDT

thats what happens when u hire sears/home depot, etc to do hvac work. They dont have the know how and they sub contract out, and thats how they are cheaper than other private companies, u get what u pay for, such is true in any facet of life.

ComplaintsBoard
M
12:00 am EST

Sears do not use sears.com!

I normally do not shop at Sears, but my in-laws are frequent shoppers there. I ordered 2 gift cards for them on Sears.com as Christmas gifts the day after Thanksgiving. Today is December 14th and I have not received the cards yet. I just spoke with a customer service rep who says that they just mailed my cards out yesterday, December 13th, and "hopefully" I'll get them by next week. I told her that these were Christmas gifts. She could not guarantee that I would receive these for Christmas. Again, these are 2 gift cards that I ordered THE DAY AFTER THANKSGIVING! She also said that since they had already shipped the order, they could not cancel it so I would just have to wait. I will NEVER order from Sears.com AGAIN!

Read full review of Sears and 4 comments
Hide full review
4 comments
Add a comment
B
B
Bolter
US
Send a message
Jun 03, 2016 8:32 am EDT

Purchased Nintendo DSI XL at sears.com on December 04. I received a confirmation email that the shipment might not go out for about 10 days, and that I would receive notice. On the eve of December 23rd (5:30pm) I still had not received, so went online to track order status. Learned from tracking number that order had been cancelled by Sears on December 20th. Called Sears.com customer service. Service agent said order was cancelled because item not in stock. Service agent further said that they checked about a dozen other sources but item was not available. While keeping service agent on phone with me, I went online to Sears.com, where the item was showing “in-stock”.

Further, I went checked local Sears store availability online, where the item was showing “in-stock” at both of the closest sears stores to me. In addition, it was “in-stock” on Amazon.com, and I checked Pricegrabber.com and it was “in-stock” at 13 other locations online. So, Sears customer service basically fed me a load of BS, and Sears.com didn’t have the courtesy to inform me right before Christmas that they had no intention of delivering the product to me.

Fortunately, it was “in-stock” at the Target 2 miles from my house so I was able to purchase it anyway (albeit with the inconvenience of needing to hit a Target on the Friday night before Xmas). I was on hold with Sears’ service agent more than 45 minutes trying to get a satisfactory apology – but never did. While I was on-hold, I took screenshots of all of the “in-stock” availability to verify the truth in everything I am saying. I took screenshots of the cancellation, I took screenshots of every email I received from Sears on this matter, as well as every Sears credit-card email I receive – basically to support that Sears never bothered to notify me in any way.

So, I guess the message is – if you purchase online from Sears, maybe you’ll get what you ordered and maybe you won’t, but don’t trust the Sears brand name as something you can rely on to be decently notified if they cannot meet their implicit obligation to you. Apparently, they could care less. I’ll now copy and paste this message into every online consumer complaint site I can find.

C
C
Christina Cooley
Send a message
Dec 31, 2007 4:06 pm EST

It is so frustrating to deal with sears.com. I ordered an air compressor on December 14 for my husband for Christmas. Sears.com stated the item is in stock and expected delivery date is December 20 the latest. It is December 31st and I am still waiting. Sears service said they have to research and will take 5 to 7 business days for an answer. In the meantime I am stuck. I cannot cancel, re-order, nothing but wait and wait and wait. I will never to business with sears.com again. The service staff act like robots. They know absolutely nothing. They are a waste. Sears.com is a scam.

K
K
Keith Macksey
Send a message
Dec 28, 2007 9:02 am EST

The Sears.com site promised free delivery of appliances purchased immediately. Once my order processed, I was charged $65 for "free delivery".

Moreover, I needed this appliance right away, since our home refrigerator quit over the holiday. When ordering, Sears.com allows the customer to enter a zip code and then is told when the next available delivery date is -- I was told 12/29/07 and selected that date.

When my order confirmation showed up in email later on, the delivery date magically moved to 01/08/08, a weekday when I am not home.

I called the Sears.com customer service line and explained my concerns. The woman who answered said there was "nothing she could do" and transferred me to Sears Delivery Dept so that my order date might be changed. The person who answered there said I would receive a call back within "24 hours" with any possible alternate dates.

Frankly, as I explained to both persons, I would never have placed the order if I had been properly informed. I find their site misleading to say the least. I would rather cancel this order, borrow a neighbor's truck, and go get one today -- but nobody offered to cancel the order. The website advises that my order is "in process" can cannot be cancelled.

So, they tempt me with free delivery, offer a delivery date which they unilaterally alter, and refuse to cancel the order. Whatever happened to the Sears I grew up with? This experience explains to me why they're sliding down the tubes.

A
A
anonymous
Send a message
Dec 21, 2007 5:34 pm EST

I ordered a gift card on 11/26 (the Monday after Thanksgiving) and as of today I have not received it 12/21/07. I've made several calls to Sears.com and received the same number of excuses regarding why it has not arrived. Useless store, useless customer service- shame on me for doing business with them. Their customer service "reps" are not empowered nor are theytrained in communication skills. Here it is, December 21st and no gift card yet...nearly four weeks later. Luckily, I charged it on Amex so at least there was someone to complain to - they will now intercede - but I'm left without a gift to give. Amazing, how many compalints I've found about Sears in general on the internet.

ComplaintsBoard
S
12:00 am EST

Sears kitchen reface

I am in the middle of a cabinet reface that was supposed to take 5 days. Sears sold me at an expensive price a kitchen reface with new cabinets. This project started the end of oct 2007 and it is now dec 13 2007, the contractors they orig sent out to do they cabinets messed them up so bad, sears had to send another contractor out to fix it. The orig contractors dropped my new stainless steel oven and dented it. Then the granite counter tops came. They are to small. They had orig sent someone out to measure apparently that person cannot use a tape measure. They have had to take them back now 2 x and try again. I have missed thanksgiving, my daughters 9th birthday and christmas is about 12 days away. I want them to discount me for this major inconvenience. This is not fair, it's not right. I have a family of 7 we have had to eat out which is very expensive and eat out of a microwave for more than a month! Help!

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
K
K
KAREN KELLEY
Send a message
Mar 06, 2008 9:41 pm EST

I HAD SEARS DO MY KITCHEN CABINET REFACE...WHAT A JOKE THAT WAS, HAD TO THROW THE GUY OUT THE FIRST DAY BECAUSE HE WAS WORKING INSIDE WITH HIS SAW AND NOTHING WAS COVERED. WATCHED HIM CONSTANTLY BECAUSE HE WAS JIMMMING ALL THE WORK TO GET BY. AT THE END OF THE CABINET REFACING (HE STAYED TILL 7pm EVERYNIGHT TO GET THE JOB DONE FOR HIS CONVIENCE. NOT IS NOT THE BEST...THERE IS SO MUCH MATERIAL LEFT OVER I CAN REFACE 3 BATHROOM CABINETS AND ONE HALL LINEN CLOSET. I HAD ANOTHER COMPANY GIVE ME AN ESTIMATE AND WAS AMAZIED WHAT WAS LEFT OVER. I AM NO IN THE PROCESS OF A BIG COMPLAINT AND THEY KEEP PUTTING ME OFF. I AM GOING TO TAKE PICTURES AND HAVE IT SHOW THE FOOTAGE LEFTOVER AND THEN OFF TO COURT FOR BEING RIPPED OFF JUST TO SEE THE JUDGE DROP HIS MOUTH.

ComplaintsBoard
E
12:00 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

To Whom It May Concern: On Thursday, December 6,2007 a qualified Sears technician serviced my Calypso Automatic Washer. During the evaluation on the washer while trying to determine the problem as to why the washer was not operating properly, the technician asked me was I aware of the class action lawsuit concerning the Calypso Washers. I informed the...

Read full review of Sears and 17 comments
ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears appalling service received from sears

My complaint goes back 2 weeks. On November 24, 2007 I visited the Sears outlet at Cross county Mall, Yonkers, NY. The service rep was not at all proficient in the product I was intending to purchase (46 inch SONY LCD V3000). Late that day I met with the store manager to discuss the price match policy since Circuit City was offering it for a lower price. The Store Manager said that only if the product is in stock will they offer the price (This is not mentioned in Sears Price Match Policy). My family and I walked out of the store.

I continued to research the prices online and on December 5, I saw an online offer for KDL46V300 Sony and a Sony home theater Free with the purchase. I also read online that if I use my sears card I will get a mail in rebate of 10%. So I call the sears store at Cross County. The next 30mins of the call was the most awful experience I ever I had with a company that claims to be a Fortune 500.

My first call was to the service line [protected] where I spoke with Aaron (no last name since they are not authorized to do so), employee ID 14703. He explained to me that the offer was online and that he could help me place the order. Unfortunate it was middle of a work day and had to request him to assist me alter when I call. That's exactly what I did. At appx 2pm I called Aaron once again but this time the service rep (SR) informed me that there is no such person. The SR transfers the call to the electronics section at Cross county Sears. There I spoke with Mr. Tapley (no last name again). I will say with much confidence that he was the RUDEST person I have come across at Sears. He first informs me that when I called [protected] I was talking with a call service agent and that they are not Sears employees. Next he tells me that the offer is in-store only and after that he tell me that I cannot avail of the 10% Cash back mail in rebate since I am opting for the Home theater system. There was not an ounce of politeness in his conversation. I felt I had called a store manager at a Dollar-Store. After all of this I decided I needed more respect.

I called the sears 1-800 # and spoke with a complaint agent Stephanie (no last name) at 3:39pm on 12/5/07. After a 15 min conversation, she transfers the call to Ms. Tina (no last name and no department location). I spoke with Tina for another 15 mins and she explained that Juan (no last name, ID/Extension # 63753) at sears.com will assist me with the order. Juan informed me that I could purchase the TV online and that I was eligible for the Home Theater and the 10% CB mail in rebate. I informed him that I will place the order later that evening since I was at work.

Later that evening my wife and I logged into the site and placed an order for the TV and the home theater sys. We were quiet excited with the prospect of owning a 46" Sony LCD as is evident from the fact that we have been researching for a good deal since late November, 2007. Only if Sears could stop disappointing us.

Today in the morning my wife receives an email from sears.com (mail attached below) that one or more of the item(s) in our order were not in stock. They cancelled the order.

How is it that a firm known for it service integrity is unable to service customers and seems to do it's best to keep disappointing them every step of the way. My family has been making a lot of purchases from sears as is evident from the reward points. I must also state that your firm employs Service reps untrained to provide service. Some of my colleagues are now aware of the "service I have received" and this is definitely not helping the firm's reputation.

In the last 2 days I have seem to have analyzed the strategy Sears uses for its "grant a wish" offers. Here goes- Sears's offers a Sony TV and a Home theater sys (FREE) along with a 10% CB or no interest until 2010. However to get this offer you have to fight you way through rude and obnoxious sales reps. Then you are told that the Sony home theater sys is replaced by a Samsung sys (worth half of what is being advertised, 399 v/s 699). Nonetheless you place an order. The next day sears email informs you that the TV is out of stock (it was in-stock when you placed the order the previous evening). Finally, the winner: SEARS

Let me conclude by saying that I am glad I could use this email as a source of resounding my frustration but if sears has a heart (so it claims) I will hear from some senior representative at the earliest and help resolve this issue. After all Sears does "GRANT A WISH THIS HOLIDAY SEASON."

Read full review of Sears and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
B
B
Bea Untalon
Fresno, US
Send a message
May 05, 2011 1:19 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I have been on the phone trying to see what my statis is concerning the replacement of my $2, 000 broken sitting in my livingroom tv. Sears tells me to calll sharp sharp tells me to call sears. No one has an answer for me. I have been on the phone now for 2 hours and still no answer. I am on the phone with the complaint office now for about 20 nminutes. I wonder if the rep left me on hold and amd went home. I am not likely to ever purchase anything from Sears in the future. I have never had such teefible servce with Sears in my whole intire life.

ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears sears customer service is horrible!

Hello, I am new to Sears and for my first major purchase the experience was horrible. I need a new stove and had been watching the prices for weeks. I finally decided to go with sears because out of all the retailers they seemed to have the best price.

On Black Friday Morning I had my mother call sears to see if her sears card was still activated. They told her no. That being said we went to apply for one online. After we were approved I then proceeded to purchase the stove I wanted online, however when it came time to put in a credit card # I didn't have one to enter because I didn't get one after the initial approval online. I figured it was a mishap, and proceeded to go to the store to purchase my stove, and now a TV I was interested in.

When I got to the store to purchase my stove on black Friday. I was in NY and Live in MS and for some reason the sales associate had trouble placing my order and shipping it to another state. So I went home with no stove and no TV. I figured by now I would have received an email with my card information in it, however I didn't. That ends Friday.

On Saturday I tried again online and still I didn't receive an email so then I called the credit card company. They then told me that because I applied for a card online that I had to wait 7-10 business days for the card to arrive. At this point that wasn't an option because the sale price for the stove was going to expire on Saturday at midnight.

After talking to the credit division I decided to try my luck at another store. The associate advised me that since I needed the stove in a hurry my mom could do a rapid line of credit. This was a great idea, however during that process he was advised to call the sears credit division. When he called they told him my mom already had an account with them. This was very odd, since she just called Friday and was told they had no account information about her.

To make a long story short they told her she had to still wait 7-10 business days and we were not able to make the purchase. That's not the end.

Being very upset with this whole ordeal I called the presidents office to log my complaint. Upon calling I was directed to Sophia in the executive complaint department. Not only was Sophia RUDE but she basically insinuated that this was completely my fault. It was so bad that I had to hang up before I started to curse, because of her rude remarks. For example, she asked me if I understood hat she was saying I said I Hear you, I don't agree with you but I Hear you. And she responded I didn't ask if you agreed with me I asked if you understood me. I said I never said I didn't, however I don't agree with you. I was never rude to her, I tried no to take my frustrations out on her and she was just rude. Her comments were rude as well as her tone! If this is what you get at executive customer service, I feel sorry for the company as a whole.

This is my first experience with sears and this will be my last. I was going to wait for the card to arrive and then purchase the stove, but I will not in any way purchase anything from sears again. I usually buy most of my electronics from best buy and I will continue to do so. At least there I feel like a valued customer, I have never been disrespected by anyone in their store or online.

Not only am I through buying from sears, but I will be sure to post my complaint on every message board about how HORRIBLE sears customer service is!

Sincerely,
Aminah McKinnie

Read full review of Sears and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
T
T
Tom G
Send a message
Dec 26, 2007 2:11 pm EST

Well, yeah. It WAS your fault. The first thing you did was get your mom to apply for credit to buy YOU something. The second thing you did wrong was wait till the last minute to do it. SOME pre-planning would have made it easier. And don't blame Sears because Citibank (Who owns Sears Credit) is taking too much time. You sound petty.

ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears false advertising!

I ordered a tv online thanksgiving night, item showed in stock and that it would be delivered to the store. 3 days later I get an email that says the item is unavailable. False advertising, they show a great sale price because they never intend on sending you the item. Salesman tried to bait and switch when I went to local store to check same item, 'oh we can't get that one but look at this more expensive tv!

Read full review of Sears and 4 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
4 comments
Add a comment
R
R
rhonda lindsay
Send a message
Jan 20, 2008 12:00 am EST

On 12/29/07 – my husband and I were in Sears in Boise, Idaho. A nice sales associate named Seth helped us out. Seth mentioned to my husband that there was this great tool combo on sale that weekend only. I gave Seth gift cards to purchase this Craftsman 673 pc tool set and tool storage combo bundle. We took the receipt from the store and called questioning the status of this order a few days later. First I was told due to the holiday rush – it would take a couple of extra days. Then I was told that everything was fine – the entire bundle would be shipped. Next I was told that Seth must have pushed a wrong button because the tools were not on the order – this was offensive because there was 1 Add To Cart button. The next phone call I was told my order was hung up in the credit department, then I finally received my order confirmation. I called the store’s General Manager who assured me he would look into it. Two days later I get a call from Ricky – a manager at Sears stating that he had spoke with his buyer and tools were no longer available and I should call Sears Consumer relations. I called the GM at the store who told me I should review the TERMS OF USE link on the website which was interesting because his associate sold us the merchandise and call Consumer relations. I called consumer relations and spoke with a VERY RUDE supervisor named Gail – who offered to sell me one of the tool sets for $699.00 (apparently they were in stock). This lady actually said to me “you don’t expect us to honor this bundle price – do you?” My answer was yes because it was advertised that way. The associate at the store told us about it. She said that it was an error and “What part of what she said did I not understand”. I asked for a substitute product – and was told no. I do have a documentation of this ad if needed, I can fax it. I have never seen quite a scam like this or have I been spoke to in the manner Gail spoke to me . From the store, to the website, then to consumer relations – I was sold a product, given every answer in the book as to why I didn’t receive the product and spoke to COMPLETELY unacceptable manner... Oh yes and told to read the fine print. No email of error in advertising – just basically too bad.

C
C
Chasesucksalot
Cincinnati, US
Send a message
Feb 16, 2008 7:51 pm EST

I went to Sears and spent an hour picking out a stackable washer and dryer. Anyways, the black dryer that I had picked out had a sign saying $509.99 in front of it. To make a long story short the dryer really cosed $594.99 and they had the wrong sign in front of it for the white version of this dryer. When the manager was informed of the misprint he would not honor the price and was very rude about it and said if he gave me the discount he wouldn't make any money. He also walked away to help another customer I was talking to him. I was going to purchase over $1500 worth of stuff but after this I left the store. I will never again step foot inside a Sears store after the way the Manager talked to me. Sears has lost my business for life and I will tell everybody I know not to shop at Sears. Nobody deserves to be treated rudely and this manager was truly the rudest man I've ever met.

C
C
Calderone
Toronto, CA
Send a message
Dec 21, 2011 12:41 am EST

I too purchased an item on-line and only learned (via the order confirmation email) that it was out of stock after I placed the order. The item never arrived. Weeks later, I received an email blaming the supplier and claiming I should expect a refund. Down w/ sears!

J
J
jwdundee
Dundee, US
Send a message
Apr 19, 2009 3:30 pm EDT

On 4/11/09 a Sears2Go.com ad came out listing a 1468pc. tool set and storage combo model # CO505 for $494.99. On 4/13/09, the last day of the sale I tried unsuccessfully to buy it for this price. I was told it was an error and the price would not be honored. On 4/14/09 the price on Sears2Go.com was changed to $549.99. I emailed them to see if this was another mistake but got no response. On 4/15/09 I tried again to buy it but they would not deliver on the price. I contacted PriceMatch Sears who said they would not honor the price. On 4/15/09 I received an email from PriceMatch that stated after reviewing my emails they determined a Sears2Go pricing error occurred. They apologized and instructed me to place my order, respond to the email with the confirmation number, and a price adjustment would be made honoring the ad. After placing my order on 4/16/09 and emailing them back I received another email on 4/17/09 stating the order had been cancelled and the offer had been retracted. However, as of 4/18/09 my money has not been returned. They stated pricing errors were rare and unintentional but posting 5 different prices on that web site in one week is not rare and emailing me stating I could buy it at this price was not unintentional. They are practicing false advertising and taking my money for a product they do not intend to deliver.

ComplaintsBoard
S
12:00 am EST

Sears failure to uphold warranty

Kenmore elite
Refrigerator
Model # [protected]

I appreciate your time and interest in helping me out with the problem that I have encountered with sears.

Back in 2003 I purchased an elite kenmore refrigerator, from the chapel hills sears in colorado springs, colorado. Two years later the interior walls started to crack and expand throughout the entire refrigerator. When the service man came out he stated that the cracks occur due to an excess amount of insulation. The only resolution would be to drill tiny holes on each side of each crack and fill each with silicone. I was not willing to have my brand new refrigerator that cost well over $2, 000.00 plus the 5 year warranty to be drilled and patched. I kindly demanded phone numbers in order to get a more realistic outcome. He offered and made the call to the one source dept. Through sears [protected].
That one phone call got the ball rolling we were given a
Ref # [protected] and case # 1085780. Within a week or so we had a brand new refrigerator of our choice delivered and set up. The original warranty was carried over to the new frig. This took place june 28, 2005.

Now two years later the second refrigerator exchanged in ’05, started doing the same thing. The interior walls are beginning to crack and some have already started to expand. I had the service man out on oct 31, 2007 and had absolutely no luck. He spent a good hour trying on my behalf to get another replacement. Once he left I made my calls to sears one source dept and got the same feed back that the service man got. Kenmore the manufacturer, created a partial panel for the side walls only to mend the problem. Keep in mind that this patch does not cover the entire wall and they do not have anything for the back wall or door. If this door would start to crack they would replace the entire door and the only way to fix the back wall would be to silicone and place a certain clear tape over each crack. Ridiculous!

I felt hopeless in my every effort to get through the customer service person, mel at the (One source dept). Not only does their repair kit sound ridiculous but it won’t stop the expansion of the cracks, they will continue even under the panel. This means that we won’t have their “energy star” product. Eventually the cold air will seep out and cause our energy bill to rise. Call me naïve, but isn’t cosmetic considered something superficial that is used to cover a deficiency or defect? In this case yes I want my frig to look nice but not to hide its defects. I purchased this product to be fully functional, structural and live up to its full performance level. This is what I paid for! It strikes me odd that this is the second time in a row that this has happened to us; the service man even stated that it’s an unusual misfortune. Mel repeatedly stated that there will not be another replacement due to the fact that the manufacture warranty is up after the first year. I brought it the mel’s attention that the original frig was replaced at two years. She just continued her broken record speech. Stating that I will not get another frig and that I can take their service for repair or live with the cracks. I tried explaining too, that this is not a
Repair it is just a bandage. This is not an isolated situation if they now have a so call, product to fix this type of problem. Why would they have invested so much time and money to come up with a product if they weren’t having other reports?

The service man stated to me that, now that sears and kmart have merged there has been a drastic decline of the good old, sears customer’s service.

Thank you for your time and effort to help me and my family…

God bless…
Shannon pfefferkorn

Read full review of Sears and 2 comments
Hide full review
2 comments
Add a comment
N
N
N A Owens
Evansville, US
Send a message
Jan 28, 2009 8:51 am EST

I have a sears elite with an icemaker problem. I am unable to find a serial # for this fridge as the plastic/metallic strip is off the inside wall. Does anyone out there know where to find a serial # for this fridge. I do have a model # for the icemaker as this will be the second time it has been replaced; I just replaced the one in the freezer now, in Oct 08. I am told it has a 1 year warrenty if I can find a Serial # for the refrigerator. It is a 2005 model, I think.

Thank you,
nancy.shively@insightbb.com

K
K
kurt lewis
Send a message
Oct 08, 2008 7:43 am EDT

Elite Refrigerator down for approximately 2 weeks before we discover--at our second home. Call local Appliance repair--already know Sears taked 2 weeks to get appt. He looks and says compressor out--under warranty so call Sears.

After an hour or so on phone--finally get appt with repair two weeks hence. Have 2.5 hour drive to place so ask for appt time--told between 8AM and 5PM. REpair tech finally shows up and says Compressor bad--need to order--two weeks more--but plastic strip with model number not in Frig so no repair possible.

Sall Sears--no model number no repair--suggest they sold it to me so they have what they sold me--also suggested numbers should be somewhere else on Frig. No--can not warranty without the plastic strip. Ask to buy a compressor and I will have local install and they say can't sell because no model number. Suggest that the compressor surely would have a part number to facilitate replacement and no answer. No help.

Found what looked like model number and serial nulmber on rear of frig. Contacted Sears complaint dept. Reset appt for tech to confirm Sears model number and serial number on rear of refrig. the following week. But call before to confirm appt. Called before and given an 8AM thru 5PM time slot. BEcause fo weather left to go a day ahead so if 8AM I would be there--got to other house and recieved message cancelling appt. 2.5 hours there, 2.5 hours back and a days work lost.

No cannot get any response. So will have repaired bvy independent contractor and sue Sears--will sue for fraud and breach of contract. Ask for punitive damages. Am so tired ot this crap of ignoring what is right.

So it takes a year or so--they will have attorneys fees and costs to pay. I am partially retired, have a bit of time and may be able to have them see the light--doubtful but I can try.

a

ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears sear card late and over limit fees and finance charges

I am disputing late fees, overlimit fees and finance charges with Sears Gold Mastercard. I have sent many letters and called there customer services, but in vain.

Read full review of Sears and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
M
M
mommyinstlouismissouriusa
St. Louis, US
Send a message
Oct 20, 2009 10:51 am EDT

LOL, do not feel bad, Hutch kid! My husband and I each have Sears Citibank Gold Mastercards, and we have perfect payment records.
We each got a letter stating that they were raising our rates to 29.99 percent, and if we didn't respond, they would automatically cancel our accounts.
What the heck? Do they not need business? We each have 15, 000 credit limits and use the cards faithfully and pay religiously.
I called, and they refused to even consider reason.
Their loss!
We both cancelled.
It's not you... it's them.

H
H
Hutch kid
Hutchinson, US
Send a message
Oct 07, 2009 10:10 pm EDT

I Just Received a Late Notice From Sears Citibank Mastercard (I was 3Days Late) They Raised My Interest rate to 29 Percent and also charged me 39.00 late fee . I Called them and closed my account. If You Have A Sears Master Card Issued By Citi Bank Close it as soon as possible. These people are CROOKS. I Will Use My Visa Issued by By my Local Credit Union From now on. The Rate on This is 12.9 percent. and i have been late on this once in awile and they never raised my interest .

ComplaintsBoard
C
12:00 am EST

Sears Almost caught fire!

We brought a new Kenmore refrigerator and gas stove in Feb. 2004. We also brought Maytag washing machine and dryers first from another company. After having numerous problems with that i figured when it was time to get new appliances for the kitchen to go to Sears, my parents always told me that the Kenmore stuff was great, so that is what we did.
Boy am i regretting that decision since my house could have burned down this morning!

My husband gets up at 5:45 in the morning to go to work and i got up, and we smell this disgusting burning rubber kind of smell, so we turn the hall light on (we live in a one level home) and look down the hall and it is very hazy. After a few minutes of searching, we here this noise that sounds like power jolt of some sort so i call 911. The Edison FD comes and after searching the house they pull out the appliances and determine that the compressor and something else on the refrigerator almost caught fire. My husband works rotating shifts so if he didn't get up we would have still been asleep and would not have woken up for another 1 1/12, heck my whole could have caught fire! Besides the fact my 5 year old is now totally freaked out.

So right now we went to a local appliance dealer and brought a new refrigerator and that will be delivered tomorrow. And i called Sears and they are suppose to be out between 8 - 5 tomorrow to look at the almost burned my house down piece of crap and they better fix it.

But after reading everyones complaints, I'm very doubtful. I'm totally upset that this happened and I'm wishing and hoping this will be resolved, but from the sounds of it who knows.

Thanks.

The Koenig's
Edison, NJ

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
B
B
Bill
Send a message
Dec 11, 2007 5:29 pm EST

Same thing happened to me (today)... any resolution.

ComplaintsBoard
R
12:00 am EST

Sears all broken shelves!

I bought a new Kenmore refrigerator-side by side silver and black for $1027.99 on 9/30/06. In Jan 07 I mailed a letter to Sears advising that a shelf has broken and fallen off. No response. 2 more shelves broke and fell and now all the shelves on the door are breaking and falling down.

R.M.

Read full review of Sears and 5 comments
Hide full review
5 comments
Add a comment
M
M
Marc Palud
US
Send a message
Jan 06, 2016 11:32 pm EST

We also have a Kenmore fridge and all of the shelve/bins cracked at the same place. Definitely a defective design or crappy plastic.

A
A
Annoyed already
US
Send a message
Jun 25, 2014 1:13 pm EDT

These shelves are designed to fail. We have the technology and space-age polymers to avoid problems like this...it's ridiculous. "Be careful", they say? That's BS.

F
F
formersearsshopper
Fort Collins, US
Send a message
Jan 21, 2013 7:15 pm EST

I purchased a Kenmore side-by-side 3 years ago. About 1 year later I noticed the top shelf was cracked along the edge on the plastic. I tried to put only light things on the shelf, but it broke and I tried to super glue it. That did not work. I now notice that the plastic around all of the rest of the shelves are cracked. I took the broken shelf into Sears and was told that there was nothing they could/would do for me except order another shelf for $150. If I replace all of the broken/cracked shelves will be $450 plus tax.

M
M
mamapasta08
Saratoga Springs, US
Send a message
Nov 05, 2010 4:11 pm EDT

I've had 3 sears refrigerators and all of them now have had broken crispers and door shelves. After the door handle on one kept breaking, I called in for repair and without me knowing about it, the repairman wrote in that I was not eligible for renewing my warranty. Three years later is when I find out trying to renew. I would have had them serviced before it ran out. But I guess they figured that. I now buy nothing from them.

N
N
none
Luskville, CA
Send a message
Aug 26, 2010 7:21 am EDT

I bought mine in Ottawa Canada (Same YEAR)! Same thing happen... The first shelf was repaired under warranty. The repairman said it was my fault and to be more gentle!?! When I looked closely (after the warranty expired) All the shelves were fractured at the same place. I believe the quality of the plastic is really poor. I am extremely disappointed with the company so far.
Ann Karine De Grace

ComplaintsBoard
R
12:00 am EST

Sears terrible service and double billing

I went to the Sears Optical office located in Manchester, NH on August 1st, 2007 for a routine contact lens examination. I had a horrible experience and it has proved to follow me even after my departure. I was more that early for my scheduled appointment and yet I was a half hour late in starting my exam. This was due to fighting with the less than helpful and bordering on rude receptionist about my benefits. I work as an employee for my insurance company and had to beg and plead for her to verify my benefits instead of just telling me it was “not covered”. Finally she did only after I made a scene in front of other customers. The insurance company confirmed with the woman that indeed, I was telling the truth. She was so mad she hung up on the insurance company and swore. After the visit she advised me all but $40 was covered and that she could not release my prescription or the contacts when they came in until I paid the difference. I did not agree but instead told her I would have to come back with the money. When I came back later the next week she gave me my contacts. I asked if I could have a paper prescription and she said the doctor was not in and would have to have him mail me one. I never received it and now I’m being billed for the $40 I already paid! I even mailed them my bank statement showing proof of payment with the first bill they sent me in error as she did not give me a receipt. They continue billing me and they now tell me that they are going to charge me another $40 in fees to transfer my account to a collections agency. Absolutely horrid. I would absolutely not recommend!

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
H
H
happyfamilywb
Send a message
Dec 14, 2007 11:03 am EST

I, too, just had a bad experience at the Sears in Manchester, NH...

I came in during last night's snow storm trying to exchange a DIE-HARD battery from Sears, and because I had no receipt, or other info, the Automotive employee AND manager TURNED ME AWAY! (Did I mention the the battery was less than 4 months old?!?!)

I'm fairly pissed and am pushing for a change in the way the Manchester Sears Automotive Department conducts business. ZERO on Customer Service/Relations!

The way Sears can-at first-shrug off liability is that many of its departments are contracted.

ComplaintsBoard
A
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Sears has left an official reply on this complaint.

Sears refrigerator

We bought our frig in 2001 and for the past two years had to defrost the freezer every three months because the freezer drainager freezes and ice melts and drains water into the refrigerator. It is rediculous that SEARS MAKES products that is only good for only five years.
Make< Kenmore
Model, [protected]
Ser#, EL0721626
MFG date, 03-01

Read full review of Sears and 11 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
11 comments
Add a comment
J
J
Joyce
Clinton, US
Send a message
Feb 06, 2009 9:50 am EST

My refrig went out twice the second time I called Sears out to repair. The tech came to my house and said that there was a $70.00 charge for just coming out and a $70.00 charge for dynosting the the problem. $70.00 to just walk in the door. Something is wrong with this picture. When he arrived the refrig was working because I turned the temp up higher. He said, it's working, I don't see anything wrong. You should invest in our $232.00 plan so this way if I have to come out again, you will not have to pay anything else. My husband the money and now I want to be reimburst for a job that wasn't done or completed. Now we have a freezer that we can't even put food in. I am going to call BBB because this is terrible. Sears shouldn't treat customer the way that they do. Now is not the time to cheat people out of their money.

K
K
ksmcluc
Hanover, US
Send a message
Jul 11, 2011 10:29 pm EDT

On June 30, 2011, I received my new Kenmore refridgerator . On July 3rd it was repaired the first time for a leak from the ice maker water connection and now second appointment is scheduled for the same problem for Tuesday, July 11. The first repair technicians stated that the ice-maker water connection is made a bit cheaply. I tend to agree. He caulked the area with MY caulk, because, I feel they did not come prepared for anything. After all, you as a company always assume it is the users problem, right. It lasted eight days. This is highly unacceptable. I did purchase the "extended warranty" for more than $300.00; however, this is a brand new appliance which should not need any repairs. Possibly, Sears is aware of the cost it will take on for their cheap applicances. In reading the warranty, I find there is a "lemom" clause - if the same part must be repaird 4 times in one year. Now I have water damage to the adjacent cabinet, thanks to the water from the leak. I am mad, upset and don't know how to recouperate my losses thanks to Kenmore, Sears and useless technicians. Will send photos if needed, but the "technician" will be here tomorrow. Please advise on how we will take care of this catastrophe.

R
R
Rick 911
Port Austin, US
Send a message
Nov 19, 2011 10:00 am EST
Verified customer This complaint was posted by a verified customer. Learn more

third time sears has come out to fix our refrigerator, still not cooling.
first service call-- did nothing but chip away the ice buildup. please keep in mind that this is a new frost free refrigerator.
2nd service call- placed a after market heater into the drain tube because the ice build up continued. still not cooling.
3rd service call- still not cooling- placed aftermarket sealer around the ice maker hole and replaced the defrost controller.

each time this has happened we had to throw out food that had spoiled. we have this at it's coldest setting and can not get the fridge below 40 degrees. the tunnel between the freezer and refrigerator keeps filling up with ice, the prevents the cool air from getting to the lower section of the unit(refrigerator).

M
M
2mad
Send a message
Jun 16, 2008 2:59 pm EDT

As of today we are still waiting for our sixth visit from a Sears Technician to fix our Kenmore refrigerator. We have been without our refrigerator for six weeks. The customer service center is obtuse. They don't communicate very well, nor do they seem to have any record of your call history. They do not give you a call center number to refer to your case and you cannot speak to a manager about coordinating the service call. They can only set up an appointment. The technicians are also obtuse and are not properly trained. The technician, I'll call him technician number 2, after visit number 4 said honestly, he did not know how to fix the refrigerator and he would send out another more experienced technician to our home the next day. After he assured me that the appointment was all set, technician number 3 reporting for service call number 5 failed to call or show up. I guess they didn't train in appointment scheduling either but I digress it all started with Technican number 1 on visit number 1 apparently he could not fix the refrigerator and blew out the "board" . He subsequently quit the following day. Sending in technician number 2 for visits 2 and 3 didn't fair up much better. Oh did I fail to mention that visit 3 was as a result of my being on the phone with my bank when good ole' customer service called to make sure I was home when they called on their 800 number I did not take the call that second. Good ole' customer service left a message I called within minutes but, alas, they said I missed the appointment. They would try to locate the dispatch but to no avail. When I asked in what country the service center was located, they refused to tell me for security reasons. So that is why visit 3 was scheduled. Service call 3 and 4 was a disaster even after having every refrigerator part known to man waiting in my hallway from various UPS shipments (they deliver the parts fine) my refrigerator was still not fixed. Visit 5 was a no show so now I am on the 8 to 5 gamble that visit 6 will fix it just one more time. It is a total crap shoot at this point. At this point I will drive the fridge to Sears and set it on fire. Maybe we will get some attention!

D
D
dwanalyn
Crowley, US
Send a message
Jul 08, 2010 3:41 am EDT

We bought a Kenmore front loader from Sears around 4 years ago. Last week it started shaking and making an aweful noise when spinning. We replaced the shocks and it still did the same shaking. We found out that it was the spider assembly that was shot. Come to find out that Sears does not sell the spider assembly without the drum, which is almost as expensive as buying a new washer. To top it off, I found out that the spider assembly is made of aluminum and the drum of steel. The two metals do not go together. They are made to corrode in a few short years. Shame on you Kenmore. And shame on you Sears. If you go to youtube and type in "why my kenmore washer died", you will see that this man took his washer apart to show you why it failed. It took 6 years for his to break. Only 4 years for mine to break. Don't buy Kenmore front loader. I would never buy any brand front loader again. I'll do my homework next time I buy an expensive piece of equipment.

S
S
Sears WHY??
Pocatello, US
Send a message
Oct 26, 2009 11:47 am EDT

I'll try. to keep it short. I needed more freezer space. Sears had a sale of freezers so I found a nice 15 Cubic square foot one and purchased it. The saleswoman was awesome and I figured I'd pay to have them deliver it cause I somehow doubt that I could carry it by myself. Delivery was set for the next day (today) and the saleswoman said that the delivery people would contact me to set up a delivery time.

I did get a call that I missed due to being in the shower and they chose a time at perhaps the one time that wouldn't work (9:00-11:00 AM). In the voice message they also said that they were closing and to call the next day if there was any issue with the time and so I did at 7:30 am only to be told that they could in fact NOT change the time and that I would have to make arrangements to be here. Upon my protests I was transferred to another person (not another department mind you, nor was it a supervisor). After being told the same thing again, I requested that my sale be canceled all together. The representative then said that I was being a difficult "###" (yes she called me an ###) and that I needed to make arrangements. I requested to speak to her supervisor. She refused. She also refused to give me her employee ID number for some time or her name. She eventually gave me the following information, employee ID [protected]. She claimed her name was Linda, yet her voice did not sound remotely like a woman's so I am not even sure if any of the information that was given is eve true. She still refused to allow me to speak with a supervisor and informed me that a new delivery fee would be assessed if I was not here to receive delivery.

What happened to Sears, it used to be a great company that took care of its customers.

K
K
ksmcluc
Hanover, US
Send a message
Jul 16, 2011 3:11 am EDT

Hey, this is so cool. The repairman came and fixed my freezer/icemaker last week, for the second time. Tonight I am wiping up water and plan to go to the store tomorrow to have Sears come get this piece of junk out of my house. It is leaking for the third time in 3 weeks.

C
C
candi sperry
Send a message
Jul 09, 2008 9:40 am EDT

OMG this is what happen to our Refrigerator Kenmore same make and model #, FROST free it is no, t and will cost a bundle to fix, why bother I will go to Best buy and get a new one, I will not purchase a Kenmore product again. Sears got the money and now will not back their products, they will send out a handy dany repair person to rip you off some more>

R
R
Robert Stinnett
Send a message
Jul 03, 2008 3:42 pm EDT

If you have a Master Protection Agreement they will reimburse you for the 6-weeks without a refrigerator as well as for any spoilage of food (up to $200 I believe). In addition, if the same problem has happened more than 4 times you are eligible for a new refrigerator.

However, all of that only applies with the Master Protection Agreement. Otherwise, you have to go with the manufacturer's warranty -- and Kenmore products are not made in a "Kenmore" factory. They are made by GE, Whirlpool, etc.

I think Sears has good appliances -- but I wouldn't walk out the door without a Master Protection Agreement. Worth it for the free yearly maintenance check alone in my book.

K
K
Karl and Laura Tirrell
Send a message
Feb 10, 2008 5:54 pm EST

So many times that we just bought food to put in the refrigerator only to find that it almost went bad because once the ice forms on the inside of the fridge, it stops keeping a cold temperature. Has anyone experienced that, where the fridge stops getting cold because of that?

ComplaintsBoard
V
12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears I left sears a dissatisfied customer!

On Monday November 5,2007 I attempted to return a faulty GPS Garmin 530 that I paid $324.00 for. I had my receipt of purchase and presented it to the Manager there Mr Ken Schram. Mr Schram said that he was sorry but he could not exchange or refund or credit my Sears acct and I left SEARS a DISSATISFIED customer! I am appalled that SEARS sold me a faulty item and now won't exchange it for a new one or credit my SEARS acct with the $324.00 I have notified GARMIN of the situation and I want results!

Read full review of Sears and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
A
A
Aaul
US
Send a message
Oct 20, 2009 4:01 pm EDT

The return policy for electronics is clearly stated on the bottom of the receipt. 99% of cases where an item is not refunded the customer fails to understand the return policy. 30 day return period for faulty electronics, 1 year limited warranty (dealing with Garmin)... other than that, the only other explanation is if the product was physically abused/damaged. Expecting Sears to offer a refund for an item that went through a washing machine (for example) is ridiculous, regardless as to how long you've had it.

Andrew

ComplaintsBoard
R
12:00 am EST

Sears air duct cleaning mistake!

I had air ducts cleaned out on 10/25/07, furnace working great! for approx. 1 week turned up thermostat (house did not get above 65 degrees) thought it was the thermostat, so i had a contractor look at it maybe put new one in. he said problem was all dirt from air duct cleaning was blown into furnace therefor shutting furnace down. Sears who originally cleaned air ducts claims they didn't do it and have promised me for 2 days they would look at it. as of today no one has shown up. I have children in the house they need heat. Sears if responsible for getting the furnace working again and they wont do it. Stay away from this company!

Read full review of Sears
Hide full review
ComplaintsBoard
N
12:00 am EST

Sears bad experience with sears!

I have a 42" plasma Haier tv that I bought from Sears last year 6 months after I bought it the tv failed. I called Sears to come fix it. It took the 3 months to come out to fix it and when they did the assured me that the problem would not occur again. Here it is less than a year later and the tv is again down. I called Sears they referred me to Haier. I called Haier and they referred me to call Sears. After talking to 3 different managers I was told to call the regional director of repairs Tim @ [protected]. He told me they would not do anything about it and when I protested he said "I guess you cant hear too well We will not cover it!" and then hung up. Sears is knowingly selling faulty products and then blowing off the customer when they complain. I will never again deal with Sears for any needs I may have.

Read full review of Sears
Hide full review
ComplaintsBoard
V
12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears absolutely atrocious experience

My experience with Sears has been absolutely atrocious. We have a Kenmore top of the line dryer we purchased at Sears and one of the MOST important features does not work. We have been complaining about this since we bought it. To compound the problem the service program has a very un-friendly customer service policy. When scheduling a service call they only provide an 8 hour window. In a dual income family someone has to take a day off. That would be survivable if the problem was fixed during the service call. The autodry function on our dryer is not working properly. You can stop the dryer after 30 minutes and the clothes are very hot to touch and dry. The dryer will continue to run for up to 1 1/2 hours if it is not stopped. The clothes are always dry prior to that time. We have had a service tech tell us not to use that feature and just time dry. With all due respect that was one of the main reasons we bought it. I would like for him to buy a car that doesnt turn left and tell him just to make big circles to get where he needs to go. It is ridiculous. At another visit he replaced the "board" inside and it worked for about a week. The worst visit was this most recent one. Again we were given an 8 hour window. Both my wife and I had to work so we had a friend open up the house for him. We had left a DETAILED letter describing what the dryer was doing. 40 minutes after being let in the house he called to tell me it was working fine. I asked him if he ran it through the cycle, his response "I ran it over 30 minutes." I told him the problem is the dryer won't shut off when the clothes are dry. Then he said he did run it through the whole cycle. I reminded him he just told me he ran it about 30 minutes. He then said no "he ran it until it shut off." In the 1 year we have had that dryer it has never shut off in 30 minutes on auto dry. At that point he said his service time was up and he needed to leave. I told him my work is less than 10 minutes away and not to leave. He said no I have spent enough time already. I was literally locking the door to my store and getting in the car when he hung up. He told me he would stay a few more minutes. I was home in 6 minutes. He was already gone, not to mention the friend who was there said he left right after getting off the phone with me. I called his cell phone # and left a message telling him how un-professional I felt that was. Then I called 1-800-4my-home. They apologized and said that would log a complaint. I told her I wanted Sears to come out her pick up the dryer and replace it. She said they couldnt do that. I told her fine, let me speak to your supervisor. She said I couldnt that she was in charge of my account. I asked to schedule another service call and she said I couldnt until this call was closed. She told me I could try to call back in an hour and schedule another one. We went round and round, I wanted to speak to someone with more authority and apparently Sears is not equipped for that. Sears is fully insulated from their customers. I did not share that information with her, but that was my feeling. Finally, after 10 minutes she gave me another 1-800 number and I spoke to another lady. She again apologized and informed me that the lemon promise does not cover our dryer because it has to have four breakdowns. I told her we are still on the second because no one will fix it! I hope anyone reading this understands what I mean. She then told me she COULD schedule a lead service tech to come out between 8-5 on Monday. Now I have to take a full day off because we have no idea when they may show and I can not trust them to actually try to solve the problem. This marks the 3rd full day I have taken off from work for this dryer! I told her if they could just give a 3 hour or four hour window that would be better than a full day. Nope Sears can not do that. I got an earful of what Sears CAN NOT DO. So far all I have received is apologies. I do not need or want an apology. All I want is what I paid for. No more and absolutely no less.

This is on your website "if we are unable to fix it due to unavailability of functional parts or technical knowledge." In addition to "Quality service provided by Sears Parts & Repair Services professional repair specialists" and "Convenient service available in-home or at a Sears Parts & Repair Service Centers."

After I got off the phone my mom called to check on the repairs, since she was familiar with the issue. I told her about my experience so she decided she would call Sears. She was upset because she had bought the washer and dryer for our Anniversary. The lady she talked to said that she would call the technician and have him come back to the house and look at it again this afternoon. I told her I would try to get someone to cover for me at my store so I could personally be there. I could not get someone to. At that point my mother offered to take off from work and drive the 30 minutes home to meet with him. After about 35-40 minutes she called Sears again to find out the status of the technician. This time whoever she talked with said "most likely a technician would not come back to the location." Now we have been lied to again by a representative of Sears.

I have NO CUSTOMER SATISFACTION with the way this has been handled. After hearing all of the things Sears can not do, I have decided what I can do. If I am not satisfied after our service visit Monday, and another day off of work, I will do the following: mail a copy of this letter to the Hartsville Messenger, Florence Morning News, and the State paper in Columbia, SC. I will attach a suggestion on running a series on consumer satisfaction after the money is taken. How do companies take care of their customers. I will also share my accurate story with all of my friends and family members and use every opportunity to direct them to a company that will stand stronger behind their service agreements then the paper it is printed on. Yes, at this point you are dealing with an irate customer. We have been patient and dealt with our dis-satisfaction. However, our patience has eroded. DO NOT OFFER another apology unless it comes attached with a solution. Not an offer of help at your convenience. You have my contact numbers and information.

Read full review of Sears and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
K
K
khelms
Columbia, US
Send a message
Aug 18, 2009 8:45 am EDT

I am sorry these people are having this sort of a problem with Sears. In my personal experiences I have had only the best possible service. However, it was not in a Southern State. I was on the West Coast and customer service seems to be better. I have had problems here with other things that amounts to the customer service being problematic, that is why I am wondering if it is a "Southern" attitude. If I had the same problems, I would request my money back and return the dryer. If the dryer does not shut off as it is intended to, that could be a safety issue in my opinion. As I am currently without a working washer and dryer I appreciate the input from these parties.

D
D
Dissatisfied Sears Customer
Columbia, US
Send a message
Jun 23, 2009 9:56 am EDT

I can totally sympathize with the frustration this gentleman is experiencing. I’m in the middle of a similar issue with Sears over a dishwasher. I will NEVER do business with this company again and will warn anyone thinking of purchasing an appliance through Sears to rethink that decision. In the long run you’ll pay the price of inconvenience, poor service, extended time away from your place of employment, and lack of satisfaction, no matter what a “good deal” you think you are getting up front.

ComplaintsBoard
U
12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Sears Portrait Studio - www.searsportrait.com I recently took my daughter to get her pictures taken at the Newport News, Virginia (Yoder) studio and was VERY UNHAPPY with the manager (Julie) who I've had a problem with before regarding my appt. being delayed a hour in a 1/2 which she in a rude manner said "we're trying to get to you as soon as we can" and...

Read full review of Sears and 23 comments

Sears Reviews 0

Looks like Sears has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent Sears, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

About Sears

Screenshot Sears
Sears is a long-standing retail chain offering a diverse range of products including appliances, tools, clothing, and home goods. They also provide services such as appliance repair, home improvement, and auto maintenance. The brand has a significant online presence through their website, sears.com, where customers can shop for their wide selection of merchandise.
How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

Overview of Sears complaint handling

Sears reviews first appeared on Complaints Board on Jul 19, 2006. The latest review Oil Bushing for Remington Rm1645 was posted on Dec 13, 2024. The latest complaint craftman replacement was resolved on Sep 19, 2023. Sears has an average consumer rating of 2 stars from 2956 reviews. Sears has resolved 944 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
1.1
1651 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Sears Contacts

  2. Sears phone numbers
    +1 (847) 286-2500
    +1 (847) 286-2500
    Click up if you have successfully reached Sears by calling +1 (847) 286-2500 phone number 2 2 users reported that they have successfully reached Sears by calling +1 (847) 286-2500 phone number Click down if you have unsuccessfully reached Sears by calling +1 (847) 286-2500 phone number 12 12 users reported that they have UNsuccessfully reached Sears by calling +1 (847) 286-2500 phone number
    +1 (800) 665-2127
    +1 (800) 665-2127
    Click up if you have successfully reached Sears by calling +1 (800) 665-2127 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (800) 665-2127 phone number Click down if you have unsuccessfully reached Sears by calling +1 (800) 665-2127 phone number 4 4 users reported that they have UNsuccessfully reached Sears by calling +1 (800) 665-2127 phone number
    Sears Home Services
    +1 (866) 850-0518
    +1 (866) 850-0518
    Click up if you have successfully reached Sears by calling +1 (866) 850-0518 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (866) 850-0518 phone number Click down if you have unsuccessfully reached Sears by calling +1 (866) 850-0518 phone number 1 1 users reported that they have UNsuccessfully reached Sears by calling +1 (866) 850-0518 phone number
    New Orders
    +1 (877) 550-9254
    +1 (877) 550-9254
    Click up if you have successfully reached Sears by calling +1 (877) 550-9254 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (877) 550-9254 phone number Click down if you have unsuccessfully reached Sears by calling +1 (877) 550-9254 phone number 1 1 users reported that they have UNsuccessfully reached Sears by calling +1 (877) 550-9254 phone number
    Existing Orders
    +52 55 3628 3920
    +52 55 3628 3920
    Click up if you have successfully reached Sears by calling +52 55 3628 3920 phone number 0 0 users reported that they have successfully reached Sears by calling +52 55 3628 3920 phone number Click down if you have unsuccessfully reached Sears by calling +52 55 3628 3920 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +52 55 3628 3920 phone number
    Customer Service
    +1 27226
    +1 27226
    Click up if you have successfully reached Sears by calling +1 27226 phone number 0 0 users reported that they have successfully reached Sears by calling +1 27226 phone number Click down if you have unsuccessfully reached Sears by calling +1 27226 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 27226 phone number
    Text subscription
    More phone numbers
  3. Sears emails
  4. Sears address
    3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
  5. Sears social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Dec 13, 2024
  7. View all Sears contacts
Sears Category
Sears is ranked 15 among 67 companies in the Department Stores category

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.