Sears
Reviews and Complaints

We bought an oven from Sears three months ago and it was of a very poor quality. We tried to return it for a refund but Sears refused to accept it back. They claimed it was no longer their responsibility and said that there was nothing wrong with that oven. As I said before we bought it three months ago and it already broke. When we contacted Sears and explained the situation they said that there was nothing they could do. We had a warranty but they simply did not care and said that in our case warranty could not be used.
Very poor service and terrible support. We had a bad experience with Sears and of course we will not buy from them again. This store is not to be trusted! Beware of Sears!

Went to Sears to get some decent boots had purchased a pair a couple years before and was hoping to have the same good and comfortable boots to work with. First problem I had was I couldn't try on the shoe due to the placement of the security dye connecting the two shoes together. So since I have liked previous shoes because of quality And comfort. I took a size 10m up to cashier to purchase. Second problem or the night the cleric did not or forgot to remove that dye pack holding shoes together. So I get to the car and me being the man I am said I'll get hat thing off I got tools it can be done. Well about ten minutes later it busts, ink every where over my hands, door panel, dash, and at time I didn't realize but in both boots. Third mistake that night I put boots on, well that's why I bought them. Next day.my left foot devolped a corn and was in too much pain to wear boots, which problem one would have soulved. I had rubber boots to wear and was raining so just left boots off. Well cpl days later my feet swell up like an elephants foot and the burn was too much for me to bear, so off to hospital i go not knowing why. They diagnosed it as cellulitis poor blood circulation, I'm not getting younger so I accept that. A cpl weeks go by and finally get that corn off so time again to try on boots. Only wore for about ten minutes before pain set in. So off again, and then a cpl days later my ankles and feet were all swollen like before. So I think what did do in common both times before foot swelling. Only two things came to mind one was taking a shower and the other was putting on those boots. Pain and burning sensation for so bad it was back to hospital. Well this time I had a better idea what caused my feet to swell it wasn't circulation it was an alergic reaction to ppd from the security devise. Well long story short I'm allergic to ppd. Today I'm going to Sears to return those boots even though they are well past the 30 days, over double and hoping they will because I didnt pay good money to not to ware.

On February 15, 2017 a Tech was sent to my home to diagnose a leak with a dish washer. The tech could not open the kick plate door at the bottom of the dishwasher because the screws were rusty his tool would not open the door, he sprayed something from a can and tried again and it still would not open. He said it was a copper pipe problem for a plumber big job put his finger under and got finger wet we were both on the floor trying to see if water was leaking I saw water on the edge of the tile nowhere else and some cobwebs and dust. He ran the washer a few minutes nothing leaked.He did not have a moisture reader. At the end of his time here he charged me 169.00 to tell me that I needed a plumber he did not screw the plate back on the dishwasher correctly it is overlapping the quarter round and I can put my finger into each side of the place where the plate is supposed to be flush I want a refund for the 110.00 dollars he charged me for saying he check the valve he could not even see the valve, and I want him to come back with the proper tools to put the plate back correctly. His flash light was too dim to see and I had to use my larger flash light and the tool he was trying to use to unscrew the screws did not loosen them. He could not even pull it out far enough to see to make a definitive diagnostic.

I bought a washing machine for $1259.00 on Jan 17. I cancelled the order the next day. I was told they could not credit my debit card that I used and Sears would send me a check with in 2 weeks. I did not receive any check.
I called the store and spoke to Ivan whom I bought the machine from, he said he would look into it and get back to me. He never got back to me. I called the store and spoke to Greg the appliance manager who told me to come to the store and see Ivan and Ivan would refund the $1259.00 to my card. I went to the store and Ivan told me he knew nothing about it. I asked
to speak to the store manager. He was on vacation. So I talked to the asst store manager and he said the warehouse had not released the credit.?
This game of lies they are playing is inane. Why are they doing this to me?
Any other store (ii) Loews, Home Depot would have credited my card on the spot and been done with it. Do I have to take this any further? I'm sure seven on your side would love a compliant on this. The Store was the one in Santa Rosa Ca. When talking to Greg (Appliance Manager) He said he told Ivan to take care of it as mentioned above and Ivan denied knowing anything about it, I could hear them laughing over the phone. I want my refund back, I don't want to go to the extent of complaints to agencies beside the store but I will if that's what is going to take.

Richard Bray
Christine Bray
[protected]@comcast.net
[protected]

Reporting a call center employee for the austin round rock area,
Chelsea villarreal, she works as a call center agent in the austin, round rock area. I recommend her being drug tested, not only does she smoke marijuana/weed on her days off as well as selling marijuanna, she also smoke on her breaks during work.
She is a short, cubby hispanic girl with a mole near her mouth.

The reason she passed her first drug test is she was given enough time to go to planet k, to buy fake urine.

My item didn't arrive and no one from Sears is able to help me. It actually looks like they don't want to do that and don't want to waste their time on me. I contacted Sears support service many times and heard nothing but empty promises. They said they were working on my issues and said that they'll contact me as soon as possible. But time passed and I didn't see any results and felt like no one actually cared. I'm very disappointed with Sears. They are such a huge and well known company and that kind of attitude is terrible and unaccepted! I will not shop there again and will tell everyone I know about what Sears really is.

I bought a Kenmore Elite Refrigerator 3 years ago. It quit working the week before Christmas, when I was expecting my family for Christmas. The Repair man was scheduled for January the 16th. That was as soon as they could get to us! Then, they recalled and had to reschedule the appointment to the 23rd of January. All this time I'm paying weekly for a rented refrigerator. It was fixed on the 23rd only to last 1WEEK! Now, they can send a repair man out on Feb 13th. So, I'm renting a refrigerator again when I own a $3, 000.00 one. I will never by a kenmore again or buy anything else from Sears. When you call you speak with someone from another country that can only schedule appointments and do NOTHING else. Read ALL the complaints before you buy from Sears!

This is the third Kenmore canister vac I've owned in 15 years. I purchased it in 2014 at Sears for $479.99 plus the 5YR warranty for $84.99.

I've had the vacuum for 2 yrs 8 months. Two parts have broken and been replaced, and now one of the replaced parts has broken again. Here's a timeline that explains why I'm so upset with Sears.

5/11/14 - Purchase Date

5/9/15 - We were told the 5-yr protection plan included coverage of yearly maintenance, so I called to find out where I could take the vacuum for this maintenance. To my shock, I couldn't take it anywhere. If I wanted to take advantage of the maintenance, I would need to drop it off at Sears and then it would be shipped to Texas for the maintenance! Texas! (We're in WI.) I decided not to take it in because A) I wouldn't have had a vacuum for 3-4 weeks, and B) I worried that it would get damaged during shipping. What I requested instead (and this took A LOT of phone calls) was for Sears to provide me with filters and bags that I could use over the next 5 years, because those things are supposed to be changed out during the yearly maintenance. Luckily, they obliged.

7/16/15 - Part number 33 of the Powermate base unit (the furniture guard that wraps around the unit) fell off. Now, without this part, you can't vacuum along woodwork or near furniture without fear of damaging these things. The part is basically a bumper to protect items in your home and the base unit itself. Since I have the 5-yr warranty, I called to see if a new furniture guard could be sent to me. Instead of sending just a guard (which would have been difficult to attach to my existing base), the service rep sent an all new powermate base unit. I was off the phone in 10 minutes and received the new base within a week.

9/9/16 - Part number 6 of the floor brush (the swivel pipe) broke, causing the wand to separate from the base whenever I was vacuuming. This made it impossible to vacuum. Again, I called to request a replacement. The call did not go as smoothly as when I called in July 2015 to request a replacement for the furniture guard, but when all was said and done, I was sent a new swivel pipe. Great, right? Wait for it...

1st person - I called the number (for PARTS) I'd called two times previously regarding replacement parts covered under warranty. The person I got this time said I called the wrong number. She gave me a different number for WARRANTY and then transferred me.

2nd person - Said I was transferred to the wrong department and transferred me to the PARTS PROTECTION DEPARTMENT.

3rd person - Said I was supposed to call the PARTS department, which I called in the first place! **I should note that each time I got on the phone with someone new, I had to re-explain what I was calling for.** So I get transferred again--back to parts!

4th person - (At this point I start asking names.) Armin (said his supervisor's name is Spencer) with Parts Direct tells me the part I need cannot be shipped. Instead I have to schedule for a service tech to come to my home to fix it or verify that it's broken at which point a replacement would be ordered. BUT, if I need a new part, I will have to pay for it and will only get a 25% discount courtesy of my 5 yr parts warranty. Excuse me? I've had to have this part replaced once before, and at that time, the service rep sent it to my home. So why isn't it covered now? Armin tells me the two reps who'd previously sent me replacement parts should not have done so, that they did so erroneously. That made absolutely no sense to me (how could two separate employees make the same error a year apart?), so I asked to speak with someone else. Armin gladly transferred me.

5th person - Austin, a technical specialist, listens to my issue. He informs me that the actual reason why a replacement part cannot be sent out is because the price has increased since 2015, so it is no longer covered under the 5-yr master protection plan (warranty)! Seriously? He mentioned some prices while we were talking, and then I realized at one point that I should be writing everything down. I remembered that he'd said the 2015 price for the part was $69 and asked him to repeat the 2017 price, which I know he stated was over $300. But then he told me he never said how much it was now and that he isn't even allowed to tell me the prices. What? Why? He'd already told me the prices previously but then when I asked him to repeat so I can jot them down, he says he can't? I was so confused at that point and probably should have let it go, but I needed answers. So I asked to talk to someone else.

6th person - Ana tells me that I should take the vacuum back to where I purchased it for an exchange. Yes, to exchange the entire vacuum. Since I'd already received two replacement parts and now need another, she says it qualifies as a lemon. I tell her I don't want a new vacuum, just the replacement part, but she maintains that the part is no covered. So, I ask her for the number of the original store and she gives it to me. Then I request that she calls the store to explain my situation and verify that they will in fact exchange the vacuum. Ana hangs up on me. I'm not making this up, folks.

7th person - I call back and get Angela. She listens to my entire story and then proceeds to explain how/why the part I need may no longer be covered when it had been covered in the past. She says it doesn't have anything to do with the price going up but that maybe it actually wasn't covered way back when a new one was sent to me in 2015, that the person I spoke with might not have checked the approved parts list. When I asked her about the second replacement part I was sent "in error" she did agree that it seemed weird for two reps to make the same mistake. Then she then went off on a tangent explaining to me that since the two parts I'd previously received weren't actually covered under the protection plan that Sears would have had to pay the warranty company for the parts. Sorry, buy I couldn't care less about any of that. Anyway... Since it sounded like there was no way I would be getting a new Powermate base unit, I asked if she could just send me the cheap rubber furniture guard. She puts me on old and comes back to inform me that even that part isn't covered anymore! So then I asked her if she could tell me exactly which parts are still covered. She put me on hold and then 10 minutes later a DIFFERENT person asked how she could help me. Angela had transferred me AGAIN!

8th person - Once again, I have to explain EVERYTHING to Dawn. When I get to the part when I ask Dawn to tell me exactly which parts are still covered, she puts me on hold. I was relieved when she came back and started naming the covered parts. So since I can't get the part that I actually need and it seems that Sears will be going out of business soon, I ask her if she can just go ahead and send me all the parts that are covered. Yeah, kind of a ridiculous request considering none of those parts are broken on my vacuum, but after the ridiculousness of the situation--the maze of people I've been transferred around to--I don't care. So she tells me to hold so she can transfer me to someone who can send me all the parts. I wait, and wait, and wait...

9th person - I explain what I need to Kathy and she stops me and asks, "Wait, are you talking about a vacuum?" Yes. "Oh, well, I don't deal with vacuum parts. I work with large appliances and garage doors. Where are you calling from?" Turns out, Kathy is located at an actual Sears location in Phoenix, AZ and she has no idea why Dawn transferred me to her. OMG. So Kathy apologizes for the hassle and tells me my best bet would be to call the store manager of the Sears location where I purchased the vac. She assures me he will help. She also gives me the direct number to the warranty department, so I try calling that number first...

10th person - I waited on hold for 61 minutes before someone finally answered. I didn't even bother to write down her name because I had just had it. Besides, will the names even matter anyway? Clearly, Sears doesn't care anymore because if they did, customers would not go through this type of situation. Anyway... I tell the girl how long I was on hold and that I now have very little time to explain my situation to her because I need to take my son to piano lessons. She says, "Oh, I'm so sorry about that." Then, as I'm responding, the call disconnects.

11th person - (next day) Around 9 a.m., I called the local Sears to speak with the manager as Kathy in Phoenix, AZ suggested I should do. The operator takes my name and number and assures me Jim Day will return my call. It's now 1:20 and I still haven't heard from him.

Despite the broken parts, I still like the vacuum. The motor still runs fine, and I still like all of the features, such as the dirt sensor, the extendable wand, the swivel head, etc. It's just so frustrating when exterior parts break and when a company doesn't stand behind their product by honoring protection agreements. It's also terrible the way I was transferred from person to person and none of them had a cohesive understanding of how to handle my situation. I feel like most of the people I conversed with simply chose a number from a master company directory and transferred me. Something has happened to Sears, something bad. The company is no longer customer friendly and will likely suffer terribly as a result.

I remember going to Sears with my parents when I was a kid. It was always *the* place to buy appliances, tools, and lawn care items. Sadly, this experience has tarnished my feelings for the company and Kenmore products, and I will never purchase the brand again.

I have a Sears 4 my home extended warranty when I began having issues with the washer. Sears has sent the same repairman 4 out of 5 times
I have called for service. I load my clothes add detergent and push start .

The machine gets stuck in detection mode and spins for an hours off and on without pumping in water. I or the Sears repairman can manually advance the washer to fill with water. After it fills with water, it washes for hours until I manually force it to drain. I have had Sears out a total of 5 times. It always runs through the cycle for them, but they test for codes which their are never any. I have requested a technician to just observe, not check for codes or touch the machine. Just observe the machine and see what I see. I bought an automatic washer not a manual one. It is warranted for $500.00 They can't fix the machine, but have replaced a circuit board and the pump motor.

Since they cannot fix the machine and will not observe it without pushing buttons to see what I see. And since they won't replace the washer or pay me the $500.00 in the contracted value of the washer. I want to film the technician manually advancing the washer and being dishonest about the washer. I want either a replacement washer or for Sears to pay me $500.00 for the washer

About 1 month ago my Kenmore Elite bottom freezer refrigerator started emitting a terrible smell. It was first noticed in the water and ice but now the whole refrigerator smells and it's making the food taste bad. I had a Sears technician here 2 days ago who said there was really nothing that could be done and he couldn't find the source of the smell. We can't drink the water use the ice or store food in the refrigerator as everything takes on the taste of the awful smell and extended warranty but I think that is up soon. I plan on calling Sears again on Monday hopefully they can set another technician out and get this fixed. Other Kenmore Elite appliances in my kitchen and I've never had any issues them. So I'm feeling very frustrated at this point. The fridge is only not even 2 years old.

Tuesday, January 24, 2017
Purchased a service agreement from Clementine (not an American and one who can barely understand me) for $328. She scheduled an appointment for Jan 25, 8:00 to 12:00 for a Freon leak. She was not able to send me an email because her internet service provider did not recognize my 10 year old email address, but gave me a service order 0008203 [protected]. We also tried two more email addresses.
Wednesday January 25. Waited 8-12 and no one came or called.
Thursday January 26, Audrey (Not an American accent), id #8011909 scheduled an appointment for emergency service as the fridge is no longer working at all! She said Clementine had written the wrong call back number. She apologized and said some one would be in contact soon, but could not give me the name of the person who would call me back.
Friday January 27. Audrey 8011919 transferred me to Lisa id # 108845 at [protected] x 6 in Roundrock, TX. I had to start all over with my story and Lisa could not find the service order at all. Lisa's title is a Customer Solution Manager in Power. She gave me two options. Sit around and wait until February 17 when a technician can get to my area, or obtain a full refund for the service agreement. She apologized but said there is nothing else she can do. She could not give me the name of the local service person or a supervisor who could remedy this situation in a more equitable fashion.
I am now on hold and have been for 59:51 for the refund department.
Friday, January 27 Randy, id # 610816 in Highpoint, NC cancelled the service agreement.
I am now faced with calling a legitimate service company and starting this whole process over. This is the worst excuse for a service company and Sears should be ashamed for having to put your employees through the process of apologizing profusely for the obvious lack of commitment to service. There is not service.

I have spoken with two people from another country, one from TX, and one from NC.

On 1/10/17 my plumbing was damaged by a sears repair man. In turn damage was caused to my floor and i was forsed to stay in a motel as the main water supply had to be turned off! Because no one would return my calls from Sedgerich, the Sears claims office, i had to pay a plumber to repair my line to the washing machine... I have sent all the reciepts for plumbing and motel as well as an estimate to replace the floor to rebecca at sedgewich and have begged and pleaded with her to process my clam and get me reimbursed and she refuses to help move this along. I have an income of 784.00 per month and this damage has cost me over half my income for the month of January! I need to be reimbursed immediately. Sears has taken photos of the damage as well!

It started rusting around bleach dispenser this past year and even the hinges are rusting some. Sears will not stand behind their product saying this is a cosmetic complaint but looking online there are so...many of the same complaints that it is more like a manufacturer defect. Even the inside of the top around the barrel has a rusted area. The sears guys came and said if you even used bleach in it once this would happen. I only used it twice in the past 4 1/2 years. And if its called a bleach dispenser that is what it is supposed to be used for...right? Totally disappointed and will not buy from Sears again.

Spoke with your sears phone representative #360468 (Named- carmen) today. She was so very rude and so unprofessional. In all of my professional life i have ""never"" been or felt like i was being accused of feeling stupid or dumb. I ask that as a company like sears that she be repremanded or even lose her job for her insensitivity and rudeness to your customers!

Thank you,
Paul e. Kraft iii.

1. On 1-2-2017 I purchased a GE Drop=in oven at Sears in Asheboro N.C. I also purchased the deliver and install option. Both came out to 1492.08. Delivery and installation was to be on [protected].
2. They called to verify that date but later called and said it would be a couple days later.
3. After 5 more days I tried calling but no response.
4. I waited until [protected] and called the store where I purchased the oven. I spoke with a employee named Bonnie and she said she would check and call me back. She did call back and told me the delivery company would be calling to set up installation. They did call and left a number for me to call and set time.
5. On [protected] I called the number they left on my answering machine and it was a non-working number. Double and triple checked.
6. On [protected] I called the Sears where I purchased the oven and asked for the manager. I told her everything and how frustrated I was and she had no idea how to help. I asked her if Bonnie was working and she said she was already gone. I asked her if she was working tomorrow so I could call her and she told me she didn't know. I said are you really the manager and she replied yes. Then I asked did she have the number for the delivery company and she did not. She kept telling me that I should have picked it up at the store. I told her that I had already paid for it to be delivered and installed. She had no idea what to do, so I ended the call.
7. [protected] I called the Sears customer service. Tried telling them my problem and all they took from it was that I needed to speak with someone in delivery. They transferred me to someone who could barely speak English who put me on hold and that was the last time I heard from them.
8. Through all of this NEVER once did anyone say I'm sorry for your troubles.
9. I'm still sitting here without my oven, even though Sears has their money.
10. I now understand why they have had so many cutbacks and store closings. This has been the most miserable experience I have ever had with any company. What I've dealt with brings a completely new meaning to the word unprofessional.
11. If someone reads this will you please help!

On Dec 11th 2016 I purchased a set of Twin XL Sealy mattresses and adjustable base. We scheduled the delivery for the 16th. The mattresses arrived on time that day, but when I laid on them for the first time, the mattresses were significantly harder than the mattresses at the store. I promptly called Sears (whithin one hour) and told them about the situation, they told me there was nothing they could do, that I had to wait the 30 day comfort period. The same evening I went to Sears at the Arizona Chandler Mall and explain to the salesperson the situation. Their response was similar, the mattresses on the floor are old, and therefore the one I receive will feel firmer. The mattress i received was not firmer, it was hard as a rock, very uncomfortable. After talking to the warranty department and visiting the Sears store on two more occasions I gave up. Instead, I opened a complaint with the credit card company regarding misleading advertising. The complaint is still under investigation. More than 30 days have passed, and my mattress is still very firm, investigation is still ongoing. Sears is willing to refund my money but after an unreasonable 15% restocking fee, plus an additional $70 pickup fee. In my case this amounts to over $300. It is unacceptable that I have to pay this much to return a mattress that clearly is not the one I picked on the floor.

I purchased a hvac system december 2016. The sears service/repair man for the gas furnace mentioned about receiving a discount if I purchase a new central air conditioner and gas furnace because my kenmore furnace and air conditioner coils were dirty and old. This is my 3rd kenmore hvac purchased since I lived in my house. I'm and elderly woman almost 80 years old I feel sears salesman and the hvac installer (Walter in chicago illinois) probably take advantage of all single elderly people who own homes and buildings in this area. The next day a sears salesman called and requested to come to my house three hours earlier than schedule.

A third party contractor came to install the new hvac and he did not have the owners manuel or the model number of the kenmore gas furnace or central air conditioner unit; instead, he told me to call sears salesman. He wanted me to sign off on his phone that the work was completed and I will not receive a receipt for my purchase, no booklet to explain the hvac system because he had another appointment elsewhere. It took him 7 hours to install, and I still didn't receive my gift card.

Today I am still calling the sears toll free number and all representatives told me I need to have a computer and respond online on the internet. The salesman did not tell me this before purchasing a $10, 000.00 hvac unit and unfortunately i'm not computer literate and I can't get any help. Sears salesman insisted all of my important documents will be mail he lied.

Now the only line of communication with sears kenmore will have to be online to explain how to work my hvac unit. What type of gas furnace or air conditioner or thermostat or humidifier was purchase by kenmore sears. Since most elderly people pay by cash and don't have to use a sears credit card to purchase any items someone I hope will check this company to see how many senior citizens sears takes advantage of?

This new hvac unit makes more noise compared to my old kenmore furnace and air conditioner purchased over 30 years ago. I think the installer gave me a different hvac unit in my house and figure single seniors citizens living alone they would cheat me. If you are a seniors citizens please have a young family member present the day a sears salesman arrive to your house before purchasing a new sears hvac unit.

Canadian shoppers beware. Do not buy anything from sears. Ca... They take your money and do not deliver goods... I ordered a chest/dresser and after the first confirmation notice of my order, nothing-not one word from them.
I have called to no avail., I cannot even get a tracking number or deliver date promise! And I cannot even escalate my complaint. They put me on hold forever. I call back and get the run around.
I will keep calling them. At this point, I want a refund, do not want their dresser.
There are others in the same situation and we are allstill trying to resolve our issues!

Thank you.
Pm me to see if we can gather and take a further step up.

We purchased an induction range from Sears on line in November of 2016 with delivery arranged and promised on January 3 2017. We were told to be sure someone was home that day and Sears would call us with a delivery window. We stayed home all day that day only to be told, when it wasn't delivered, that it would be delayed. Sears have done this to us three times and now we found out from a manager that Sears never had the unit to sell to us in the first place.
This was bought under their Black Friday special sales which means we will not be able to get the same unit for that cost. This is sales by 'Lost leader' and is unacceptable

After 5 repair visits our samsung chefs collection dishwasher is still not fixed. On every visit parts are installed and machine is not fixed. More parts are ordered, more visits, and still not fixed. Phone call after phone call and nothing! It appears that sears simply no longer cares about their customers. I have been a customer for almost 40 years, but no more. Take my advice, go elsewhere for appliance purchases. Oh, and btw, the 4 time guarantee, you know the one where sears will replace the item if it is not fixed after 4 attempts, well that's a big fat lie. Have a 6th appointment for repair... Have not had use of washer for over 6 months