Sears
Reviews and Complaints

The refrigerator has been breaking down since June 21. It works about 3 weeks and breaks again. Right now, I have been without a refrigerator for about 6 weeks, although 3 technicians have been out, each just says they have to order more parts. I was scheduled for a technician today, he called and said it was to late and would be here Friday. My email stated he would be here Monday. I called and was told he cancelled because the parts were not in. I had told him when he called the parts had been here for a week.
At this point, I'm waiting on a call to find out when he will be here, this will be the 5th day of work I will miss, and not very confident he will be even able to repair it or just order parts and disappear for another two weeks. I purchased a warranty for the product, should have used it as a down payment of another brand of refrigerator. I like the way he just lied about the parts because he wanted to go home. 6 weeks straight, no refrigerator,
some warranty, all I'm doing is missing pay and upsetting my employer for all the time I'm taking off.

If you have a complaint regarding the services you received/are alleging that the sears/kmart auto center overcharged you for services, products or performed services that damaged your car, please note the following contact info for sears hq and their claims management company, sedgwick cms below:

Sears:

Sears Holdings Corporation. 3333 Beverly Road. Hoffman Estates, IL 60179. [protected].

Judy White, judy.[protected]@searshc.com
Dana Shoulders, dana.[protected]@searshc.com

Sedgwick Claims Management Services, https://www.sedgwick.com/Pages/default.aspx:

CEO: David North, david.[protected]@sedgwickcms.com
Ronald Mitchell, Sedgwick Claims Supervisor, Ronald.[protected]@sedgwickcms.com, +[protected] (Main number [protected])

Sears have not delivered order#[protected] placed on oct 23, 2016order #[protected] (1 of 4)view details$893.29

there system states all was delivered .

Anyhow 3 hours on the phone and 2x on chat line still no wiser.

Support is in the philippines - they told me it has to be in my house
the support line even pretended they could not hear me.

Thye have charged my account in full and have not delivered nor can they tell me where my order is they even transferred me to unbeatable sales who had no idea aboy this order.

Service # [protected]. Service dates 09-03-16/09-15-16/09-23-16/10-25-16. Customer Solutions telephone call 10-25-16 Three separate times a tech came out to look at a washer and replace a door hinge. It took two techs to agree that the hinge needed replaced, and the second argued the door and cover came as one unit, (wrong). I even had to drive the guy to town so he could buy a tool he didn't have. (vice grips, he said mine were the wrong kind, he bought welding clamps). Finally the third guy fixed the washer, took custody of the extra door the first guy ordered as well as the six bags of screws the second guy ordered. He gave me a receipt for the door and screws, and the totals did not match. When asked about it, he said "They'll total it out". He said I'd be reimbursed within 5-10 business days. On 10-25-16 I called Customer Services and spoke with two separate people. After several times being placed on hold, the first lady hung up on me. The second lady identified herself as "the supervisor". She provided an ID number as 411465. She argued that the papers I was looking at were wrong, and the amounts I was looking at didn't add up to what she said they were. I was told that the amount I was to be reimbursed was all that I was to receive. When asked questions, she argued with me. She asked if I wanted to be reimbursed and I replied that I did. I asked how she could reimburse me when the last tech said it would take 5-10 business days? My interactions with Casper appliance repair and Customer Solutions have been VERY poor and I am extremely dissatisfied. I have been overcharged and I feel that I should be reimbursed for the first two times the techs came out and didn't do anything but take up my time, the second guy gets driven to town for tools, and FINALLY the third guy fixes the thing. Totally dissatisfied with this whole process !

My 80 year old mother purchased a new general electric washer and dryer on 10/10/16 and was delivered on 10/14/16. I was informed by my mother on 10/21/16, that she smelled gas by the dryer. When i arrived, smelled gas also. We called the Sears service number on the warranty (my mother purchased for 5 years) and was told we had to call the gas company before they could come out. We call the gas company and they immediately sent someone out. The gas to the dryer was shut off and a red tag was placed on the dryer and the gas man wrote on the tag that the connectors should have been sealed with a compound NOT TAPE. We called Sears back and they said someone would be out on 10/24/16. My mother called at work on 10/24 upset stating two young delivery guys showed up and told her that their company do not use tape and that you(my mother) put tape around it and said they did not smell gas. I called [protected] a total of 7 times yesterday each time being directed to several personnel who would hang up on me or state they could not hear me and if I could hear them to call back. On the 7th time, I demanded to speak with a supervisor who stated they would send someone out on November 1st. This was a simple fix and for Sears to treat my mother this was is COMPLETLY UNEXCEPTABLE! I am outraged because NO CUSTOMER should be treated in this manner. She paid over $1800, 00 for brand new appliances that she can't use and be given the run around. I am requesting that a technician NOT A DEVLIVERY PERSON come out and hookup the dry properly and before November 1st. I am not going to let Sears continue to treat her this way. My mothers name is Mildred Jackson, 29 East 155th Place, South Holland, Illinois 60473, she can be reached at [protected].

Ordered tires online and set appointment the following week for mounting before our road trip. Called and confirmed that the tires were in - in case I needed to change my appointment. Received numerous reminders about my appointment. Showed up at appointment and tires were not in. They could have called - and not lied when I called to confirm. Ridiculous incompetency. I called 7 times one day and never got through. Finally, at my second appointment, I was told it would take 1.25 hours but I'm still here after 2 hours. Lastly, after all of this they tried to charge me a restocking fee as we had to get the spare done elsewhere - even though it was admittedly their fault.

Sears has established a pattern with providing me (and I’m sure other Veterans, as well) with conflicting, incorrect information regarding Military Veterans receiving a 20% discount for tool purchases placed online at Sears.com and I am absolutely sick of it!

Further more, I have proof of this inconsistency and am providing it here on this open forum for any and all Military Veterans to see how Sears will treat them, as well. I would strongly suggest for any and all Military Veterans to look elsewhere for retailers that have a 1000% clear, concise, established and all-hands understood Military Veteran discount policy. Sears is NOT the same store that our fathers and grandfathers shopped at for their trusted tools. Buyer Beware!

On May 18, 2016, I placed an online order inside a local Sears store (store #1853) for a woodworking tool in which a manager in the tool department verified my valid military veteran identification card. The order number was #[protected]. The “seller” of this tool was Woodcraft Supply, which is a “3rd Party Seller” for that particular woodworking tool who sells it on Sears.com.

Long story short, during the process of and after me completing the purchase inside the store, I spent the next several hours that evening and carried over into the following morning for another several hours on the phone with managers of Sears Member Services department who handle online purchase issues. Their telephone number is [protected].

Initially, I was advised by a Sears Member Services manager that a manager inside the store could adjust the price and provide me with the military discount. The store tool department’s manager (store #1853) did make an attempt while I stood there. Ultimately, he advised me that this is a very common issue and that Sears Corporate Office is and has been very much aware of this, but that he was unable to complete the discount because my purchase was from a “3rd Party Seller” and that his computer system inside the store wouldn’t allow it. However, he suggested that if the tool were sold by Sears on Sears.com, that the computer system would allow him to make the adjustment

This fish was beginning to stink a little, however I made the purchase anyways.

So, as previous mentioned I spent the next several hours that evening that carried into the following morning on the phone with a couple of different managers of the Sears Member Services department that handles online purchase issues and after being told that my military discount could not be applied to items sold on Sears.com by a “3rd Party Seller, ” I’d had enough and ultimately ended up advising them that I wanted to cancel my order.

My argument was simply that Sears offers a 20% discount to Military Veterans for tool purchases - period. This can be referenced and/or verified at several websites, such as: www.military.com, or even better yet, on Sear’s own website: http://sears.intelliresponse.com/index.jsp or https://community.sears.com/Discussions/Single_question_detail/All/Allquestions/Military-discount The simple fact that Sears (on their own proprietary website) sells a tool from a “3rd Party Seller” is not my problem as the veteran. I ultimately purchased a tool that was sold by Sears on their website - period. What’s even more amazing is that – to date – no one from Sears has EVER provided me (and I’m willing to bet any other Veteran) this apparent Military Discount “exception” policy.

Interestingly enough, on May 21, 2016 at 10:56 AM, I received an email from Pam M of the Sears Customer Services who advised me of the following (which has been copied and pasted into this forum):

Dear Morgan,

Thank you for your order with sears.com! I sincerely apologize you were provided with incorrect information in regard to our Military discount.

In regard to Order [protected], a credit in the amount of $140.60 was issued to your account today. This credit was issued because you were provided with incorrect information in regards to our Military discount.

This credit should be viewable by your financial institution within 72 hours. If you have any questions, please contact your financial institution after that period to verify receipt of the credit to your account. Please note, your financial institution may have processing guidelines for posting credits that may impact the time it takes for the credit to be reflected in your balance.

Thank you,
Pam M
Sears Member Services

….. and several days later, my account reflected the refund of the aforementioned $140.60. Then, on May 23, 2016, at 8:29 PM, I received a second email from Kimble of the Sears Customer Services who advised me of the following (which has been copied and pasted into this forum):

Dear Morgan,

Thank you for shopping at Sears.com!

We are following up on your inquiry regarding Order # ~[protected]. As per our records, we see that you had requested for order cancellation since the military discount wasn't applied. Now we see that the discount has been applied. If your inquiry was resolved then no response is necessary, otherwise please let us know if you still want to return the items to assist you further.

If you have any comments or questions, please chat with us now for assistance.

Thank you,
Kimble
Sears Member Services
[protected]

I found that this seemed quite interesting given the fact that I was going to cancel my order, but then miraculously my 20% military discount was applied. So, I decided it might be in my best interest to keep this email to use as a reference for any future online purchases at Sears.com.

On October 12, 2016 at 4:12 PM, I called Sears Member Services at [protected] and spoke with Dylan (Badge# 26617), who assisted me with placing an order for a tool that I wanted to purchase on Sears.com. The order number was #[protected]. The “seller” of this tool was Grizzly Industrial, Inc., which is (once again) a “3rd Party Seller” for that particular tool who sells it on Sears.com. During the transaction, Dylan advised me that (once again) a military discount could not be applied to an item sold on Sears.com by a “3rd Party Seller.” I then advised and provided Dylan with the details of my previous order in May 2016 and respectfully suggested that he essentially verify this in my account history on his computer system, which he did.

After reading through the history, Dylan then suggested to me that once the order was completed, he would have to submit a request to the Customer Member Services online purchase back office for approval of my military discount adjustment which should take approximately 24-48 hours to go through. Dylan indicated that he would be attaching the following to the submitted request:

1.) My previous order number (#[protected]) from May 2016 which established that I made a purchase on Sears.com inside a local Sears store (#1853) from a “3rd Party Seller” after a Sears store manager confirmed my valid military veteran identification card.
2.) The email reply on May 21, 2016, from Sears Member Services manager Pam M indicating that my military discount had been previously applied after the fact.

On October 15, I called Sears Member Services at [protected] and spoke with a manager inquiring about the status of my military discount being adjusted and refunded to me for order #[protected]. I can’t remember the name of the lady that I spoke with, however during our conversation she reassured me that our conversation was being recorded.

Over the course of the next approximate 45 minutes, she indicated that my request was denied because I was not authorized a military discount for purchasing a “3rd Party Seller” tool at Sears.com. She further suggested an extremely confusing explanation that regarding the first referenced order in May 2016 that, essentially my military discount was adjusted after I had received incorrect information and that I was not always guaranteed a military discount on purchases. I expressed that this in no way made any kind of sense, because if that were the case, then why would my military discount adjustment be authorized after the fact regarding my May 2016 order.

I don’t doubt and would certainly like to think that Sears will do everything in its power to make this incident right and once again provide me with a military discount adjustment. But, that’s not the true underlying issue! Whomever on the Sears management team that reads this and acts on it, do the right thing and figure out how to make sure the Military Discount policy is clear, concise, established and understood by EVERY single Sears team member. Additionally and more importantly, make the necessary technical computer corrections for verified Military Discount adjustments to be made at the lowest level – which is the Sears check-out cashier team member.

I purchased a double bagger grass catcher from Sears parts department and within a few hours of me placing the order, I realized I bought the wrong part. I called back and was given the total run around and was told that it could take up two ten to fourteen days before I would receive a refund back on my credit card and they were not 100% of me getting a refund back because the refund would have to be approved by the company that they placed the order with. I wanted a refund back on my credit card so I could order the correct part. The Item I purchased cost $276.14. I have been a customer of Sears for over forty five years and at this point I'm considering never to purchase anything from sears. Just last month my wife bought a new washer and dryer for our daughter from Sears Riverside. The original delivery date for the item I purchased was October 27, so I gave them plenty of time to cancel the item out and refund my money. I wanted the refund put back on my card so I could purchase the correct part. I was in the process of purchasing a new $2, 800.00 riding lawn mower from Sears and the grass catcher I ordered was for that mower. Adding insult to injury, I was told this morning that the wrong part that I had mistakenly ordered was not due to ship until sometime in November. I can promise you that if I don't get an immediate refund, I will be taking legal action and me or my family members will never conduct business with Sears.

Sincerely
Jim R

In March 2016 while I was shopping at sears store in Houston, Texas, one employee approached me and asked me that I am interested to do home improvement with sears. They offered to do the siding job. Next week one of the sales associate came to my house, took the measurements and gave me a quote for ~16000 dollars. I agreed to go with my project and my credit got approved. According to the sales representative they were going to change the whole siding and gutters and replace with new one. I had to post pone the project for few months because of some unforeseen incidents and I called back sears Houston office and scheduled to have the work done on October 12th. On the day of work 2 workers came to my house in a truck with some supplies and then he called the main office in Houston. I spoke with the Manager, Mr. Joe Lukas and I was told that I have to pay another 3800 dollars to start the work. It gave me a lot of stress, because I was really in bad financial situation and I was trying to do a Home refinance to pay off my credit card debts. It was really very inappropriate from sears Houston office to make such a decision to charge me more at the last moment. My project should be finished within the next 2 weeks so I can apply for the refinance. Now within this short time I have to find some one else to do the job for me. This action from Sears placed me on more financial and mental crisis. Whenever I was calling this office to schedule a date or some other communication no one was answering and wasn't even calling back for the messages left.

After having my range for 2 yrs oven started sooting, called Sears repair, put in new oven burner, still sooting. 4 repairmen later they said my range was made for natural gas and cannot be converted to propane which is what i have, which they knew I had and sold me the conversion kit. Said I just need to buy a new range. Repairman said could not be converted, their corporate office said it was converted wrong and I shouldn't have purchased this stove, so to bad lady! Grrr...

Bought a new tractor with warnety, blew a head gasket, tech said he did not carry the part, 5-8 days delivery, he would be back in 2-weeks, he showed up and changed the gasket, and left. Mower still not running, tried to get tech back was told 2-weeks. fixed it myself with help from neighbor.
tractor started to get hard to start, called help desk, they said it was either the starter or solenoid, did not fix problem, ask for a tech since ir is still under warrenty, was TOLD 2-WEEKS, tech Johnathan should up at 11:30 for an 8:00 app. He said it was the crankshaft and did not have the part. He would order it, 5-8 days, I told him unacceptable get it over nite. be back tomorrow. He said he would do what he could. (nothing) I told him to get the part and be back by fri. He gave a copy of the order and left. Nothing signed . Can't talk to sears all phone people are some where in se. asia and do not speak good english

Your repair scheduling in the Philippines is very useless. I had a scheduled appointment for 10-8-16 between 8am-12pm. I called around 8am to get a better idea of the window and was told between 11am and 1pm. Then, they waited until 10am to call and tell me the service technician went home sick (which is fine and understandable). But then they followed up with "oh, by the way, this is the last Saturday we'll be setting appointments and you'll have to reschedule for a weekday." Wait, what? I've had this appointment scheduled for at least a week and a half and you wait until the day of the appointment to not only cancel, but to tell me this is the last Saturday to make an appointment? My family works during the week. We don't have time to waste waiting at home for a repair staff to show up at the tale end of the window, thereby wasting pretty much the whole day. I am appalled that Sears has allowed this to happen and to then have a scheduling staff based outside the U.S.? Wow! I had one supervisor or manager by the name of Benjamin tell me he spoke with his supervisor about my problem with not having any Saturday appointments available only to find out he spoke with himself! He didn't call or talk to anyone else! I asked for my problem to be escalated and was told he could provide me with an email address? Why would I want an email address? So you can stretch out the amount of time it takes to reply if there is a reply at all? It's pathetic to think a business would choose to run its service this way and I'm even more appalled that complaints are so well hidden that no phone number is associated with a stupid email address. You waste my Saturday and now you want to ignore me via email? I'll make sure to get this story out to everyone whose looking to hear. Any consumer protection, complaints, or newscasts I can find. All I wanted was another lousy Saturday appointment and Benjamin claimed "he would endorse" that day for repair, but couldn't guarantee. What? Now I'm supposed to trust your half-hearted effort of a guarantee? How can I ever trust anything that comes out of your mouth? Anyway, I know Sears thinks its so big they don't have to care out their customers, but I'm gonna make a big stink about this. Until my oven has been rectified, no rest on this one. You waste my time, I'm going to waste yours.

We called to get our washer and dryer repaired-dryer for about the 4th time for the same problem. My appointment was for friday. I sat here alllllll day and no one showed, no one called. I called my husband at 5:05pm and said no repairman showed up. He called and was told between 6 and 8pm... Hmmm? Ok. Still a no show. Called the repair center and repair guy said no one was home reschedule... No! This is ridiculous and calling customer service is a joke! They should call that slackass and make him come out today to do my repair. I cannot take another day off next week because he didn't show on my scheduled day. It's ridiculous that a repairman isn't required to pick up missed stops on the next day regardless if it's a saturday or not! I work saturdays, sundays, any day anytime. Customer service should do anything to make it right... Rescheduling another week out is not satisfactory! It's not! I bet if I was purchasing a dryer today they'd make sure I was happy and delivered it and set it up.

This is criminal. If I were to walk into Sears and walk out without paying for something, they would arrest me for theft. However, that is exactly what Sears has done to me. It has been 22 days since they picked up a returned mattress from my home and I have still not received a refund payment of approx $660.00.

I have spoken with many different customer care representatives, posted complaints on their website, and this does not seem to be helping very much. I have not received one call back from anyone at Sears and at the moment they are telling me that I should be receiving a direct deposit instead of a check. Last week they were saying the exact opposite.

What does it take to get my refund from Sears?

I had a small part broken during a move and called Sears to fix it. I purchased the extra warranty so everything looked great. That was over 6 weeks ago and my washer still is not fixed. I have had 2 techs come out and a wrong part ordered, postponed appointments and very rude customer service agents.
Also, I have 2 children under 6 and laundry coming out of my ear. I keep having to go to the laundry mat and today a very nice tech came out and told me the initial man ordered the wrong part so there was nothing he could do.
when I called Sears about it they pretty much told me tough and were very rude.
I will NEVER buy an appliance from Sears again! Buying the extra warranty in case something happen made me feel all warm and fuzzy so if there was an issue they would take care of it right away. Now it is going to be another 18 days before they even have time on the schedule for someone to come out after I get my new part. I have spent so much money getting clothes washed while waiting - now I have another 18 days.
I will say both men who came out were so nice and professional, the customer service agents on the other hand not so much - they also left me on hold for 23 minutes.
My new service order number is [protected]
I have always purchased my appliances from Sears and I don't want 1 bad experience to change that but I this has been so challenging on all parts.

I completely remodeled my kitchen in 2012. We bought all new kitchen appliances from Sears. Range, above range microwave, side by side fridge, dishwasher. These were all LG products. I have had to replace the handle on the microwave twice. It is not real stainless steel. Just coated. It bubbles, cracks and them begins falling off into the food below. Very poor quality. Sears had not solutions except to order a new handle at my expense. This should be a recall! I have been a loyal customer to Sears for years but no longer. I will not buy LG products again. At the very least you should pay for this handle to be replaced. I would be happy to purchase a real stainless steel handle if it were offered. Please help with this matter. Board of health should be contacted. This seems to be a real health hazard. I am not the only customer complaining about this matter as you should know. I would appreciate a response. I am trying to take this further.
Steve and Julie Bodden
Kenmore Elite Microwave Model [protected] Serial # 204KMo1600

The touch buttons of the dishwasher have started to come out within a year of use. I thought it was issue with just one button, so I glued it back on, but now all of them are starting to come out. This is a manufacturing or design defect that Sears should, as this type of issue should never happen with a very light use.
This is clearly a manufacturing/design issue that Sears is supposed to fix but they are refusing to do anything about it.
As this is a problem with this product, can Sears just mail we users a sheet of 'stickers' we can glue on ourselves? This problem makes my appliance look old and misused.

I have a sears extended warranties for a GE Monogram side by side stainless steel refrigerator model# ZFSB23DSS which I paid over $5000 for it. For more than a year I had many service calls for the same issues. My foods have been spoiled and the fridge is not cool enough and I have ice buildup on the freezer all the time. Sears was unable to solve the problems. Finally, last June the refrigerator stops working completely. I spent more than a month with no refrigerator. The refrigerator was still not fixed. There has been mold building up inside the refrigerator. On August 28 sears file a claim on my behalf and offered to pay only $1500 to replace the refrigerator in addition, sears has been harassing me with phone calls and letters requesting unused parts which I don't have at my house.

Last year, I brought a Sears Weed Wacker, special fuel, and extra line at my local store in Ocean Township, NJ. The product worked fine for 1 month. Then, it would not start. I became so frustrated; I returned the products to the store for a refund. The store refused: I left the entire purchase at the counter and walked out. The store manager had the equipment repaired; traced me by my Craftsman Club membership; and, he arranged a return of the equipment & accessories to me. This year, the Weed Wacker did the same thing. This time, I purchased the $50 electric motor attachment and hoped for successful use. The attachment does not start the Weed Wacker. Needless to say, I'm less than pleased. As a life long Sears customer; I'm disappointed. My dishwasher, washing machine, dryer and refrigerator are all Sears products that operate without a problem. My experience with the Sears gas Weed Wacker has been a nightmare.

The Sears Tech came to look at my Samsung refrigerator which was building up ice on the evaporator coil and around the ice maker. He didn't even touch the refrigerator, just looked up the issue in his laptop. Quoted a price of $350.00 to caulk around the ice maker housing. I asked how will that fix the evaporator coil freeze-up. He said he could fix that too for a separate fee but it would freeze up anyway because Samsung refrigerators do that. This causes the fan to not turn well and is very loud. I refused repair and he still wanted to charge $99.00 for a service fee. I don't mind paying that if I refused a permanent fix but he was basically telling me it couldn't be fixed. Considering he didn't even examine the refrigerator, the same info could have been relayed via email or phone. He argued a bit and then said I'd get a bill. I called India (I mean Sears) and won't even bother to describe how utterly useless that call was. Tried to sell me a warranty on the refrigerator!