Sears
Reviews and Complaints

JReganJr
I am really in need of customer service & support from Sears Home Appliance repair. I am a VIP customer program with 20+ appliances under a support agreement. I call over a month ago to report a freezer that needed a repair and parts for a panel replacement with liner. I was assured the tech would have the parts on the repair date. Tech showed on commit date with no parts. Parts ordered and 2-3 weeks later, tech comes out to repair. Tech did not understand English very well and left the freezer without a proper install of the liner. No vacuum or stick and therefore freezer door is basically open causing food to defrost and loss of over $400 of frozen food. Call back to Sears for emergency repair, request to have the sealant properly installed and was quoted another week! This is a repeated report that you guys have messed up a simple repair to be a huge food loss and yet a 3rd truck roll/dispatch top correct. On top of that, it a major customer complaint on poor quality and service. Is there anything you can do to get a tech out today? My wife has called 5 times today and cut off so I guess your ACD Phone system is having issues? She asked to escalate and speak to a supervisor and was told "no". Really., is this CUSTOMER SERVICE?

JMR-Frustrated and very concerned and will consider to cancel this contract with Sears unless we get immediate resolution. Plano Texas

[protected]

I ordered a cordless phone online last week. I received a telephone call saying my order was going to be delayed till the 12th of dec., few days later a received another call saying now it was going to be the 15th and finally this morning another call saying the 19th! For real? I contacted the store at the ingram mall here is san antonio. He was very nice. The store had 1 box left of the exact item. He suggested for me to cancel my order and pick up the one in the store with proof of the online not having the item. Hummm! I didn't have one because when they called us we answered the call and an automatic message came up. Perhaps if we didn't pick up and let the call to go to voicemail. My nightmare started when trying to cancel the order online. I did my purchase with a gift card. I still made the call to see if they could assist with the proof the store needed but I got someone from india (No offense) and the girl (I didn't get her name because I knew for a fact her american name was not real) told me it was going to take 10 days! For me to get my gift card back. Omg! 10 days? So... A simple cordless phone was going to take 1 month for me to get it? She transferred me to a manager (It took a while for that too) and he basically told me the same with scripting words. I can't believe this! This is the type of service we get for outsourcing our jobs! This is sears we are talking about, not a crappy store. I didn't expect this. This is a xmas present that will probably will never arrive on time for me to give.

The problem stated in October of 2016 with the sensor going out. We called for a repair man under our 5 year warranty. He came out in a few weeks at the beginning of November 2016. Our washing machine was giving us an error message and the machine was not working. He told us that it was the sensor out and that he would have to order it and come back at a later date. He also replaced a shaft in the middle of the tub. By the middle of November the part came and he came a few days after that. When he replaced the sensor, he dropped the machine and broke the plastic drum around the metal tub inside the machine. So our new washing machine stated to leak water all over the floor. We called for a repair man and they sent out the same guy. He told us that the plastic outer tub is cracked and that he would have to make another order. So he schedule the next visit 2 weeks away into December 2016. When he came the tub had not arrived, so he check on it and if had just started to be delivered from back East from the manufacturer in ground mail delivery. He said if it came sooner, to call to reschedule the appointment sooner. In a week the shaft arrived, so we call to reschedule the appoint and he came out yesterday Dec. 9, 2016 at 3 PM. Now remember, we have been without a washing machine for 3 months now and it only purchased it in November of 2014. It is only 2 years old with a 5 year warranty. We had requested during this time that we get a different repair technician, but they kept sending out the same fellow.
Now after all this time, we want a new washing machine with a 5 year warranty because of all the inconvenience and stress and having to wait around for another repair man who can not fix the problem.
We have relatives who come a long distance to visit for the holidays and stay a few days and do their laundry. But with a washing machine that does not work, we can not do that. This machine does not work anymore. No water goes into the tub and the tub does not turn and the time does not change on the screen. It shows 58 minutes forever. Therefore, we do not want to waste anymore time and you should give us a new washing machine either a Kenmore Series 700 washing machine or better and a 5 year warranty.
Sincerely, Ronald K. Ridley
9912 Rio Cosumnes Circle
Elk Grove, CA 95624
[protected]

I purchased a Heating and Cooling system from Sears on June 15, 2016 for my rental property. Recently, my Tenant turned on the heating system, she realize it was not working properly. Cold air was blowing through the vents instead of heat. So I placed a call with your Customer Service department on Monday October 24, 2016 to repair my heating system. The representative said, I should receive a phone call within 24 hours from Sear’s Home Improvement Product department to have someone to come out to my residents and fix the problem. No one called me Monday or Tuesday. I called the Home Improvement department on October 26, 2016 and spoke to Rick. He assured me that the original Contractor (Tony) who installed the Heating and Cooling system will contact me or my Tenant (who live at the rental property) to stop by and diagnose the problem to my heating system. The Contractor called Wednesday but my tenant missed his call. Five days later, the Contractor came out to the residents on October 31, 2016. During the time, it seem like he fixed the problem but after he left. I had the same problem with my heating system. I contacted Rick again about the problem on November 1st and 2nd each time I was told that he said he was going to get someone out to my property to repair the problem, but it never happen. I called back on November 3rd and left a message with Annette in the Customer Solution department for Rick to get in contact with to resolve this problem. The Contractor came back to the residents on November 5th twice to repair the heating system. He resolved the heating problem by turning on the heating valve from the hot water heater. This solution became a major problem. After he left, I had no hot water for 12 days. As a result, I had to call the Plumber to replace the heating valve Sear's Contractor broke. The Plumber replaced all the valves including the mixing valve to resolve the hot water problem. After spending six hundred and eighty-five dollars, I didn’t have. I still had no hot water. The Plumber came to the conclusion it wasn’t the hot water heater. He said the heat for the hot water was going to the coils in the heating system. Therefore, Sear's Contractor forgot to add a CHECK VALVE DURING THE HEATING AND COOLING INSTALLATION. When the heating valve to my hot water system is open, I have hot water. And when the heating valve is close, I have no hot water. I was FURIOUS, I immediately got in contact with Rick on November 14th to discuss the bad installation problem. After the conversation, Rick scheduled Tracy, Sear’s Contractor, to come to the property on November 14, 2016 to diagnose the problem and make the repairs. When Tracy arrived at the property, he took pictures of the heating system and the hot water heater then he left without fixing the problem. Later that evening around 6:00 pm, Tony (Sear’s Contractor) stopped by to access the problem. Twelve days later, the Contractor installed the Check Valve on the heating system on November 16, 2016 at 7:00 pm. This is unacceptable, the installation defect has caused me to take 3 days off from work to get the hot water problem resolved. Unnecessary expenses I spent on the hot water heater. The inconvenience it has caused for me and my tenants. Meanwhile, my Pregnant tenant was living at the residents with her daughter during the 12 days with no hot water. Needless to say, this was a very stressful and frustrating experience and I feel like I should have received a discount for bad installation and customer service.

I ordered a stroller at special price from sears.ca as a guest. After receiving the order confirming email, there was no further information about my order. After waiting for 1 week, I gave the customer service a phone call, the people on the phone said everything is OK for the order and he asked me to wait for longer time. After another week, there was still no information. I called them again, they just cancelled my order for the reason that the stroller is sold out now. But I ordered it 2 weeks ago at which time the stroller had not been sold out. They never informed me that they want to cancel my order, and wasted me a lot of time for waiting for my order.

Bought washer in 2010. Purchased a master protection agreement. Renewed this protection agreement [protected]. Service call in september 2016 ended with replacing transmission and bearings. Washer messed up again the week of october 21, 2016. First tech came out on october 28, 2016 and left me paperwork saying drain was clogged and floor unlevel yet he reported everything fine in one report and floor unlevel in another to the company. Never mentioned the supposed drain issue. On november a sears tech came out and diagnosed it to be the motor had locked up. Ordered motor and returned on november 16, 2016 to put it in. After repair was done he said it was fixed but it wasn't. The same problem occurred that i first told them about. Next appointment november 29, 2016. Tech said it needed a new capacitor. Had one on truck and replaced it and assumed that would fix the washer. It did not. He then ran a diagnostic and talked with technical support and they said it was the control board. At that time a new control board was ordered. That part came in on tuesday, december 6, 2016. They were not coming until the 12th to install it but i basically called and begged them to get it done sooner. The tech came out today, december 8, 2016 and out the new control board in. He started a wash cycle and observed it for five minutes and assumed it was fixed and he left. After he left the washer stopped, lights started flashing and started smelling like something was burning again. Washer would not cut off using power button. Had to unplug it from outlet. Called protection service again and they sent two messages to tech to call us. Never heard from him. So after a new transmission, new motor and harnesses, new capacitor and control board it still is torn up. At what point should they just say enough and replace it?

P

I ordered 2 pairs of pants on 11/28/16, and was told that they would be delivered on or before 12/07/16, that night I tried to find out why I hadn't received them, and was told that they were in route and that they would be here on the 12/08/16, no time could be guaranteed, well here it is the late afternoon of the 12/08/16 and still no delivery, I called again and was told not to expect it for another 1-2 working days. At this point I just want my money back and do not want any thing to do with Sears at all in the future. this is after all spending time on the phone and them hanging up on me a number of times. Sears Pasadena store# a-01048 Order # [protected] - tw, Payment Sales check # [protected], in store order # [protected], price $80.64

I purchased a new washer and dryer on line on black Friday. Delivery was scheduled for today and they arrived on time within the two hour window provided. I took them upstairs to my laundry room to show them where to install the units. The technician informed me that I needed a drip pan for the washer and that he could not install the unit without one. He left and I then drove to Home Depot to pick up a pan. While at Home Depot, I called the technician back to see if he could return later in the day. He then informed me that I needed to have a plumber attach the drip pan to a drain pipe! I informed him that I have a finished laundry room with a tile floor etc. and that I was not going to rip up the tile or dry wall to install a drain pipe. He said there is nothing he can do. I then called delivery and spoke with a rep and then his manager. They were both reading from the same script and gave me the same answer. I then spoke with the appliance salesmen at Home Depot and asked them if they have a similar requirement. They looked stunned. They told me they install washing machines all the time on 2nd floors without drip pans/drain pipe requirements. A drip pan and drain pipe is not required by my state or my town. My wife just cancelled the $2, 000 order with Sears and I will now buy a washer and dryer from Home Depot. So sad, Sears was a great company!

About 3 years ago I bought new Kenmore refrigerator and now all my plastic supports for the shelves are broken now. About 3 years I bought new Kenmore refrigerator and now all the plastic supports for shelves are broken. can sears stand behind the product? who can can I contact at Sears? Can I get new shelves from sears sent to me free? Model # 795.680320.211

On this Black Friday November 25, 2016, I visited the Sears Outlet in Watchung New Jersey because I was there 2 weeks prior looking to purchase a gas dryer / side by side refrigerator and a queen mattress. I was told that there would be better sales on Black Friday which made sense. Last year I purchased a washing machine there as well.
Upon my visit on November 25, 2015 I was very patient, shopped around and picked out each item. The total was $1, 492.00 I had to leave the store to get cash but came right back and was told if I made the purchase and changed my mind it will be a process of a check being mailed to me for refund. I asked if I could have time to think about it. I called the store back and "Waldy" who had been helping me said I could come back tomorrow with no problem. On Saturday on my way there I called and Waldy said I'm glad I caught you wait until Tuesday when we get a truck I replied ok. I called on Tuesday spoke with Waldy he said the truck didn't come try back tomorrow. I tried today Wednesday and he said to me oh I can't give it to you for gay price any more there was an error at corporate and all the prices changed to I thought it would be good through today but it's not so sorry. I asked for a manager he said there is no other manager call back tomorrow .

I am extremely disappointed and this is very poor customer service. I have been a customer of SEARS for years and I have never been so disappointed. He was not willing to help me in any way. Please make him indeatand rheat customers should never be treated on this manner. I worked hard, saved up my money and was promised something and it did not work out that way.
Please help ! I deserve my items for the price that was promised to me. It's not my fault corporate made a mistake!

Thank you

Kim Williams
577 Jackson Ave
Rahway, NJ 07065
[protected]
3Kimberley.[protected]@gmail.com

In April Killeen Sears Auto repaired a valve cover. They didn't Repair the problem, just covered it up. As the car was being driven, the car was becoming worse. My son put the car in storage on post (Fort Hood), until I could leave Va to pick it up. It didn't start, even after being jumped and taking the battery to be charged it wouldn't start. After towing it to NTB, they said the valve cover needed to be replaced, the spark plugs, Cylinder head gasket, fuel kit and a tune up. The ignition and ignition coil were replaced as well. The district manager Mark LaGuardia authorized service manager John to refund the cost but if the work would've been properly done originally, I would not have had to pay an additional $1377.49 to right your wrong. Then to find out that the technician is no longer there adds insult to injury! You all knew he was incapable of being there in the first place. I'm getting very frustrated and I need answers.

Hi, our Kenmore fridge stopped working after 15 years of great service on 10/30/2016. So we decided to go to Sears and order another one - thinking we'd get the same great service. Well, nothing could be father than the truth.

We went to the local sears in Yonkers, NY and ordered the fridge with a delivery date of 11/7/2016 as the sales rep stated they had the unit at the warehouse. The day before the delivery Sears changed the delivery data to 11/14/2016 stating they did not have the product in the warehouse. We have a young child and added a fridge so I told my wife to cancel the order and we'll go out and buy one that day..

We canceled the order and were told we'd need to wait 7-10 days to get our $780 dollar refund.

We went to Best Buy and Home Depot and didn't see anything we liked. So when we got back home we called Sears to reinstate the order - they said they could not do that and we would have to go back to the store to order it again...ughhhh. so we went online and ordered the fridge with a delivery date of 11/14/2017 luckily getting the same delivery date as the original order. We also paid an extra $29 to have it delivered between 4PM and 9PM so i could be home.

On 11/14/2016 we were waiting for our delivery and at 6PM decided to check online. the delivery portal said our delivery was canceled and moved to 11/28/2016. Furious, I called sears and spent 40 minutes trying to understand what happened. Finally, the rep said that our fridge was not available and it would be on the 28th. Obviously, we couldn't wait another 2 weeks to get a fridge so I once again canceled the order with Sears as they couldn't commit to anything. The rep wanted to give us a credit to keep the order and wouldn't transfer us to a supervisor when we asked.

We went to PC Richards, had a great experience, and had our fridge delivered the next day (11/15/2016). We never really shopped there and didn't know what to expect but were pretty happy with he results.

Fast forward to today 11/25/2016 - we get a text from the Sears delivery department stating that our fridge will be delivered on the 28th...Wow, now were freaking out that we can't take this delivery that was already canceled. I went online to see if we received the credit and noticed the first 4780 credit for the fridge from 11/7 but not the $740 for the subsequent order.

I call sears customer service again and am on the phone for 10-15 minutes trying to figure out what is going on. firs the rep says the order wasn't canceled than tells me that the order was cancelled but i need to call the delivery company to cancel the delivery.. Frustrated i ask when we will get our refund - she says in 3-5 business days but is not clear from when? the 14th? today? very hard to understand.

We call the delivery company and they say that our order was canceled but couldn't explain why we got a delivery notice.

Recap, very poor customer service and when you ask for a cancelation all they do is try to offer you a discount with no commitments. NOT THE SEARS I SHOPPED AT 15 YEARS AGO..

I was at the Newport News Sears. I could not find a Sears representative in the store at the tool dept. I walked around then found two representatives talking in the garden section. There were no other customers present. I waited three minutes for them to finish there discussion and acknowledge me. They each looked at me during their discussion but did not stop talking to help me. They then started to walk away from me. I started to say something then one of them looked at me and said I'll be with you in a minute. I said just had a question. He said ill be with you in a minute. I said I was leaving because two service representatives and not one of them could help me. He said have a great Thanksgiving. And as I was leaving the other representative said and have a Merry Christmas also. Worst service I have ever had. I will not be back to Sears. I can get anything they sell in other stores.

11/22 at 7:30pm I visited the sears at south park in strongsville ohio. I had researched an item prior to arriving at the store and according to your web site the item was there and in stock. When I asked the salesperson, conner, how I could get this item he quickly told me that the item was not there and that if it was there it would be in the furniture department. I told him that I saw it on line and that according to the on line site it was there. He told me that it was a seasonal items and unless it was on the floor it was not in stock! He also assured me that he knew everything that was in his store. By the way, I was the only customer in the whole store and have been a very very loyal customer over the years. Over the past month I have spent thousands of dollars there. I obviously was not satisfied with his answer so I went on your in store computer and showed him that it was in stock. He walked away and another young man assisted me. How rude to just disregard me! The second young man was able to locate the item and I quickly purchased it. When I went around to pick up the item I couldnt help but notice the sign that said I would be waited on within 5 minutes. Great as it was now 8:30 and I was tired and ready to go home. However, after 20 minutes no one was to be found and now the store was announcing that it was closing in 10 minutes! I quickly called the store and asked to speak to the in store asst manager brit. She refused to talk to me and again I was on my own. I called back and asked for the young man that assisted me and he must have notified the stock room person. He showed up at closing and told me that he was working on other stuff. Never apologized for my half hour wait or even offered me a valid reason why. Didnt really say anything to me... As I was loading the item in my truck I could see your asst manager brit getting in her car and leaving.
This is the worst experience I have ever had at sears. My wife always complains to me as to why I continually shop there as the treatment is often never good. I have to say that I finally agree with here. I was in the market for a zero turn but dont think I will be going back. I thought that you should know that over the years the service there has gotten worse and worse and im tired of it. Its sad because again I am and have been and long standing loyal customer and really believe that you have good products but the service is terrible.

I purchased several blouses in September for a very close relative that has since expired and when I attempted to return the new garments with price tags attached and receipts at a local Sears store today, I was told that I could not return them because it was over 30 days since I purchased them. Are you serious? Just prior to attempting to return these items I went to J C Penney and returned pants without a problem. Maybe Sears should adopt a new return policy? This is absurd and Sears has lost a long time customer effective immediately.

I don't usually shop at Sears for anything except appliances, and now I know why I don't.  In August, I bought a couple of t-shirts to give as gifts in October.  I did not realize that Sears had a 30 day return policy as the stores I usually use will accept returns for at least 90 days and sometimes more with the receipt or with them being able to pull the purchase up with my credit card or store rewards cards.  The shirts did not fit and when I went to return them in October, I was informed that they could not return or exchange them because of the 30 day return policy, even though there were still identical shirts on the racks.  These were not seasonal items.  I now understand why Sears is struggling to keep stores open nationwide. Sears return policies are not consistent with competitors and usually the competitors have a better selection of items to begin with.

I purchased a riding lawnmower, March, 2016. I used it one time, then it would not start. The lawnmower was picked up July, 2016. Here it is November, 2016, and the lawnmower is still NOT working. Service department brought it out, while unloading there were strange noises. Service man "worked" on it, rode it around and stated 'it's missing a little, but I think it will be okay'. I told him to take it back. Once he got back to the shop, he was not able to get it to stay running. He ordered parts, still can not get it running; ordered more parts, still working on it. From July to November, I have paid $400 to have my lawn/field cleaned, in addition to making monthly payments on a non-working riding lawnmower.

I have called the following numbers: [protected]; [protected]; [protected], In-shop Customer Care Department; Sears Home Services; [protected]; Sears Holdings Corporation; emailed [protected]@searshomeservices. I have requested NUMEROUS times, to have the non-working equipment returned; to have it taken off my account. I continue to get the run-a-round - NO ONE knows/wants to do anything except tell me to call people I have already talked with - it is VISIOUS circle.

Oh, and I did purchase the Sears Protection - this has proven to be a total WASTE of money.

I will not KNOWINGLY purchase from Sears again.

I will continue on this battle to recoup my money.

I ordered a part for my dryer online. I didn't receive an order number. I received a confirmation number that can't be found online. The part wasn't packaged safely and was broken when I received it. I had to travel 40 miles to get the part from an appliance store. That's after waiting a week for it to be delivered. I can't find a phone number to call to return it. I just want my money back. I will not order anything online from Sears again unless they can fix this problem. I really need a phone number to talk to someone about my problem. Please help me. Thank you.

I bought a sweater from www.sears.com and the one arrived was way too small and tiny. There was no way I could ever wear it, at least two sizes smaller than I ordered. I contacted Sears and asked for a refund, but these clowns refused to accept it back! Their rep claimed they don't accept any returns and don't do refunds. I went on their website and checked their return policy and there was said that customer has 30 days to return! I emailed again and demanded some explanation but received the same reply "we don't accept returns". Bunch of scammers!

All I can say is what happened to Sears service. I have been waiting since Oct 5 to get my refrigerator fixed with master agreement.
Here goes. I have had three visits to my home so far, at least I thought I had three visits. Seems that something funky is going on with service tech. The last repair visit on Nov 9 is not in the computer at all. The technician has recorded that he cancelled "at the door" even though he was in my house and put a part in. Shame on me for not getting a paper proof of every visit. If you can't get your appliance fixed with fourth repair visit, you are supposed to get a replacement. Ok look at these dates. I had to wait 11 days for first visit, another 7 days for second visit, and another 7 days for third, undocumented visit. See where I'm going with this. It is full on fraud. Is the repair tech getting compensated for canceling service calls so I will never get a new one. I have been waiting since Oct 5, my 4th and next service date is Nov 21, really. This is absurd to have to wait this long! I will NEVER buy another appliance from Sears and pay the high price for a master agreement with this scam going on.