Sears
Reviews and Complaints

I ordered 2 tires back in July with an appointment to be installed today, August 2nd in another state. So I took a day off and drove with my kids to another state to have my bad tires changed. Once there, they didn't have tires, non-appologetic, said it's not there yet. I said I got day in advance confirmation from you guys saying they are there and reminder to be there 1pm exact, so I confirmed and showed up. I got unpaid day off (lost $400 I could have made and lost day off) . Then I called 1800 # for Sears and spoke with representative called "Minnie" that said I can cancel my order there is nothing she can do, and was rude additionally saying there is no manager there, in confrontational attitude, very disrespectful. I've been years long cistomer and never experienced anything like it. I took a day off unpaid to make it to this appointment in another state. Very dissapointed as to what Sears has become. No one to help loyal customer to BUY a product! Money they took alright.

Ordered the part on July 28, 2016. Paid for expedited shipping to have the part arrive on August 1, 2016. Checked the order entry for errors and submitted the order. I received an email from Sears PartsDirect showing the correct shipping address.

The order failed to arrive as expected so I used the companies tracking system to find out the part was not sent to the correct address.

Customer service took 45 minutes to let me know that they would not do anything about it since I was the one who entered the shipping address. (I have an email verifying the correct shipping address so they are wrong)

I recommend looking elsewhere. Do not use this company.

Needed to replace an Air Compressor that I use for my motorcycle tires & found an inexpensive unit ($19.99 + tax) at this Sears location. I trusted the description on the box about easy to read gauge & without opening the box I made the purchase. Once I arrived home & balanced my checkbook which included shredding of receipts, I opened the Air Compressor box and realized the gauge was difficult to read based on size & varied incremental markings. I contacted the Sears Outlet representative (Male employee) & explained my issue asking if this item could be returned. I was informed that if I had the same card used for the purchase this was possible. After returning to the Sears Outlet the same Cashier (Female employee) that sold me the item less than four (4) hours earlier, used my card (Same one used for the purchase) in the card reader on the counter & on the cash register & scanned the Barcode on the box then offered me $14.99 + tax refund. When questioned why $5.00 less than the purchase price I was informed that because I didn't have my receipt & there is no record of a purchase using this card. I departed the store very confused for two (2) reasons. 1st - I called prior to returning and if there was a No Refund without receipt Policy I would Not have returned. 2nd - Why was this unit scanning for$14.99 ($5.00 Less), when it still had a Sear Outlet applied Price Sticker of $19.99?

On 7/18/16 called for lawn mower repairman. Would not start. They came next day, repaired in 30 minutes. Paid over $200. Worked few hours an quit. Now take over 2 weeks to repair what is already paid for. Hurry to get my money an leave. Very unhappy with their way of doing business.

We started renovating our home last week. We started with the smaller project of our master bathroom. We were sold on the sales team that came to our home and showed us what Sears Home Improvement could do. Unfortunately what was sold to us and what we received are two very different things entirely. When we entered into the contract we told the sales associate, Matt that our time was severely limited and work needed to be completed according to the agreed upon schedule. The dates given were July 11, 12 and 13th, 2016. I was able to take these dates off as vacation. What we purchased was a sink, toilet, medicine cabinet, with lights, and wrap around for our shower, plus flooring for our kitchen, hallway, and bathroom, for a grand total of $8, 200.00. On the first day of the project, Monday, July 11th, the contactor told me he had the incorrect medicine cabinet/mirror and that this item was damaged, having a chipped mirror. He stated he would install this cabinet until the correct one came in. I agreed and Stephanie Gilmour, Project Manager, was contacted and informed of the situation. She assured me the correct medicine cabinet/mirror, with lights, would be ordered. Fortunately for us we also have an exhaust fan with a light, or we would be showering in the dark. The contractor completed installing the new toilet, vanity, with sink, and shower wrap around on Monday afternoon.

On Wednesday, July 13th, the vinyl floor was to be installed. After the installers rolled out the vinyl on the front lawn it was noticed the flooring was damaged and not suitable for installation. This was mistake number two on our project. Needless to say, our confidence with Sears Home Improvement was diminished and we called the project coordinator, Stephanie Gilmour, and asked her to bill us just for the work that was completed. Stephanie had Pete Raddi, Production Manager, call us, who basically stated “Glitches are expected to happen with home improvement projects.” My husband told him our time is valuable and limited as we both work full time and at $8200.00, glitches are not acceptable, as was his nonchalant and condescending attitude regarding the errors that his team made. He further told us if we cancel the contract for the flooring, we will be charged a restocking fee of 30%, which comes out to approximately $600.00, for the damaged flooring. Now, what company is going to restock “damaged” flooring? We built a home in Arizona while living in Connecticut and did not have one single “glitch” and here, we are only trying to renovate our bathroom and put down new flooring.

The worst was yet to come and was revealed on Thursday night, July 14th, three days after the bathroom work was completed. My husband went down to the basement and noticed water covering the basement floor. He had me flush the toilet, run the sink and then the shower. The shower was flooding the basement when turned on and had been doing so every time we used the shower during the previous three days. We had boxes of winter clothing stored in the basement which are ruined as are copies of my husband’s military service records, which covers 22 years of service. First thing Friday morning, July 15th, my husband, who had to call out of work and take a vacation day, called Pete Raddi and told him of “glitch” number three. Pete sent someone out who told my husband he could not fix the problem; and “Yes there is a problem.” He called Stephanie who contacted a plumber to come out on Friday afternoon. The plumber spent three hours fixing pipes that should have never been broken in the first place. After surveying the situation, the plumber said the brass nut that holds the shower pipe to the water line, forming a solid connection, was broken. He went on to say the hole placed in the shower wrap around for the shower arm was measured incorrectly and was off by a half inch or so. He said the only way the contractor, Vladimir, could get the shower arm to line up with the hole was by using force to jam the pipe over far enough for the shower arm to line up with the hole. The plumber had to chip away at the wall and make the hole a half inch bigger so the pipes would be properly lined up so he could make a solid connection. No one from Sears has contacted us about this damage even though they know there is water damage, because the plumber told Stephanie Gilmour what had happened.

At this point, all we want is the correct medicine cabinet/mirror, with lights. We do not wish to continue this dysfunctional relationship with Sears Home Improvement. After three “glitches” on one project, resulting in damaged property, what reasonable person would want to, or be expected to? If we call our insurance company and submit a claim, they will just subrogate it to your insurance company. Considering this, maybe it is time to come to an amicable agreement and end this relationship. How can three things go wrong with such a small project? Pete Raddi, based on his comment, “Glitches are expected to happen with home improvement projects, ” is indicative of one who accepts mediocrity. At $8200.00, mediocrity is not acceptable. We are extremely disappointed in the way this situation has been handled and the way that Pete Raddi told us, go ahead and cancel the flooring and we will charge you the $600.00 restocking fee. Why would you restock damaged flooring? At this time we are asking for the correct medicine cabinet/mirror, with lights, cancelation of the flooring without any costs to us and a 35% discount on the work that has been done, to compensate for the vacation time used and that will be used due to these “glitches.” Is this the way you would like to use vacation days? Stephanie Gilmour said some projects go off without a hitch and some projects are the projects from hell. Well, this has turned out to be the project from hell.

Again, all we are looking for is the correct medicine cabinet/mirror, with lights, cancellation of the flooring without any costs to us, and an amicable end to this relationship.

We don't want Sears back in our home especially when they want to charge us a 600.00 restocking fee for their damaged vinyl flooring

Do not ever buy an appliance from sears. Repair / warranty service is so far beyond the worst i've ever seen. The freezer, which was less than a year old, stopped working on june 13. It is now july 25 and the repairs have been so ineffective that now neither the freezer or refrigerator is working. This is after sears has been here 3 times, ordered and replaced per the technican "almost the entire unit" and it is still not working. Their offshore call center just gives the run around including the latest in saying that "after 3 appointments they will replace the unit" but then sears categorizes separate appointments into a "rescheduled appointment" because they had to order parts. If you question or ask to speak to a supervisor you get more runaround and often then will transfer you back to the start of the queue or hang up on you. The latest I was told is the 3rd technician may again decide to order more parts which would require a 5th appointment. And then after that he can submit documentation for a replacement to be considered (Which would take a 6th appointment). Ridiculous. Do not ever buy an appliance from sears. Repair / warranty service is so far beyond the worst i've ever seen. Just replace it.

The front panel display has stopped and the refrigerator is only several years old. We have purchased appliances from Sears for years. We have tried resetting. I was disappointed, after researching this problem that it is a common problem for many. There is a faulty wire inside the door of the refrigerator that causes the displays to completely go out.

We can no longer control the temperature of our food and it is ruining. We cannot use the ice or water. Less important, but important nonetheless.

My concern is not being able to keep our food at an appropriate and safe temperature. I have 2 special needs children with dietary requirements, as well as an 86-yr-old grandmother that lives with us and she has an intestinal device that requires her to eat appropriately.

I am very frustrated, as I am at a dead end of solutions. Is there anything you can do to help this situation, considering it is a known factory/manufacturing defect.

Thank you ever so much for your help!

Many blessings!

I purchased a blower from sears 2yrs ago with warranty that expired 6/15/16 when I took my blower to have it repaired at sears in Douglasville Ga it was June 11, 2016 I was still under warranty I recieved a ticket for repair the person that took the blower said it should be ready in 2wks, when I called to see if it was repaired because no one had contacted me I was told it would be another week it was not back.The problem came when I went to pick it up which was 3wks later the customer service person told me they no longer service 2 engine blower .I took blower back home and called the customer service number that was on my reciept, the person that I spoke to name Val said I could take it back to the store and they would replace it with a new Blower I went back to the store a week later on This Sunday and was told after being in the store for 2hours that they could only replace it with the same kind of Blower I wanted to upgrade to a 4cycle blower and pay the difference which was $30.00 . They told me that I could not do it .it had to be even exchange then they said they could not find me in the system I have a sears credit card what kind of mess is this, I was very upset so I brought my blower back home.My question is why would I want to get another 2engine blower when you do not repair them.and the other thing is customer service is horrible no one seem to no anything .I again called to get to the bottom of this mess and spoke to customer service rep who I could not understand what she was saying she was in the Phillipins really...that piss me off even more she was not helpful I asked for her supervisor Elaine who said I was in the system go back to the store I put it in the system they will replace it .I asked would her to email me a confirmation number to show whenI go to the store she said they do not have confirmation number .I am going to close my acct with Sears do to lack of good customer service .I have purchased many appliances from sears but I am Done...

I wanted to purchase an item which is listed in Sears as "Online only" price., I wanted to get price matched with Walmart. I was denied as the item says Online only items is excluded from price match. So lets read their exclusions.

Exclusions
Sears will not price match competitor's items that are limited in quantity, offered for sale for less than six hours during a day or door busters. Sears will not price match items offered for sale Thanksgiving Day through the Wednesday after Thanksgiving, bonus or free offers, special offers, online-only offers, bundled offers, rebates, any special financing offers, coupons, protection agreements, clearance, liquidation, or closeout prices, buy one get one offers, gift card offers, , or prices on used, damaged, returned, open box or display merchandise. Sears will not price match services (including, but not limited to, delivery, installation, and assembly), parts, Sears Licensed partner websites, digital services, Sears Presents or Shop At Home catalogs. Stores in Puerto Rico, Alaska, and Hawaii will not match any online prices. Sears will not match typographical errors or competitor's prices that result from a price match. Sears will not price match Kenmore items at non-Sears Holdings retail formats. Sears will not price match items with individual Shop Your Way bonus or extra points offered. Only one price match allowed per identical item per customer.

My question here is on this line, which no sears customer service is willing to accept.

Sears will not price match items offered for sale Thanksgiving Day through the Wednesday after Thanksgiving, bonus or free offers, special offers, online-only offers,

I want to know in the above line, items offered for sale is it Sears or Competitors?

Assuming if it is Sears Items, then it makes sense denying my price match, but the question here is, then Sears should price match competitors thanksgiving day deals, bcoz no where else it is written that it will not match thanksgiving day deals.

Advice: Please educate your sales reps about your price match policy

Either it has to read

My grandparents had purchased the TV as a wedding gift. They purchased it a few weeks before the wedding and my grandfather had fallen ill and was in the hospital. They did not get a chance to check TV before my wedding. After the wedding and our honeymoon. My father in law and his brother passed away a week after our wedding which was unexpected. Because of planning a funeral, we did not get a chance to check the TV right after the wedding. About two weeks after the wedding we had purchased a TV stand and when we opened up the box to our TV low and behold the screen had been cracked. My grandmother had called and tried to have it replaced but because it was passed the 30 days they said the only thing they could do was send a repair technician to fix it at no cost to us. They pushed this appointment out for another week and 1/2 and I had to take off work so that they could come out to fix the TV. When they did finally come out they said that they could not replace it because it was not a manufacture defect (which sears knew from the beginning why they said they would replace it is beyond me) and that they were now charging me $116 dollars just for them to come out and tell me that. I explained that they said it would be at no cost to us and the technician refused to leave our house until we paid him. I had called the service departments customer service who refused to refund or help me. When I asked for the corporate number they told me there was no such number and that they only had an email. I had to do my own research to find that there was a number. I called Sears Holdings and after a long conversation and explaining that I did have an email saying that the service call would be at no cost they refunded me the $116 but told me that they could not put a authorized return from there that it was up to the store I bought it from. I then called the store from where it was purchased and they told me that they could not return it without an authorization number from corporate since it was over the 30 days. Corporate was basically giving me the run around. The store said they would look into it and call me back. Guess what no call back so I had to call them, they told me that Corporate was supposed to call me in 48 hours. I had never heard from them. I had to call them as well. So when I called and explained my situation for the 6th time, they told me that because it was over the 30 days there was nothing they could do to help us regardless of the situation that they never make exceptions. I even offered to show documentation and proof of everything that we had been through and the woman Kay from Corporate told me that they never make exceptions that they can't stray from their policies and that it doesn't matter my personal experience or the situation we had been through that it was just business and that they had to stick to their policies. I was mortified that a huge corporation like Sears couldn't make an exception and that it was just business they had to focus on. Then when I told her that it was just heartless and that I would pass the word on not to buy from them she said please don't do that we can offer you a 10% discount on a new TV. I was shocked are you serious! You actually have the nerve to offer me a 10% discount on a new TV, you actually think I would ever purchase anything else from a company that doesn't care about their customers. I think not! I had never asked for a refund, I had only asked for a replacement TV since it was cracked prior to us opening it and they refused to make it right. I have news for Sears Corporate, your customers are what make your business and if you cant provide good customer service then its no wonder your company is failing. To make this very sad story short. I would not recommend purchasing anything from Sears or Kmart because they do not care about their customers or the reputation anymore regardless what your situation is.

I Have purchased a Sears Protection Agreement for three years for $511
The first time I tried to call for a washing machine repair< I was told that the next available repairman can com in 29 days.
The best part is that their repairman left the machine in a dysfunctional condition to begin with.
What a rip-off.
I should wait a month for a repairman to come back to fix their own misdoing
Thanks Sears

I purchased a $400 diamond bracelet from sears olympia wa for mother's day 2016. One of the diamonds have fallen out and the clasp doesn't work anymore. Sears says because I did not buy a warranty and because it is past 30 days, they won't replace or refund. They will repair it at my cost. This is an expensive piece of jewelry!
I will never shop at sears again.

Bought a mulch kit for my riding mower, did not install it right away. When the Sears mower repair man came to my house to work on the mower I asked him to install the mulch kit. He told me that I was sold the wrong one. I tried to return it but they said it was over 30 days and they would not exchange it.

We bought a serta mattress from sears at town center mall. Very dissatisfied with the mattress . The top of the mattress come loose and a big hump is in the mattress, Contacted the warranty people they say it is not under warranty. Called Serta company they told me it wasn't there problem it was bought at sears and they should fix it . THE MATTRESS STARTED WRINKLEING UO AFTER 2 WEAKS . DONT BUY A MATTRESS FROM SEARS OR DONT BUY A SERTA MATTRESS. iF THIS GETS FIXED i WILL LET YOU KNOW STILL FIGHTING WITH SEARS BUT STILL GETTING THE RUN AROUND. wILL NEVER BUY ANOTHER SERTA OR WILL NEVER BUY ANOTHER MATTRESS FROM SEARS.

I had been looking for a new box spring and bed frame, as my Ikea wooden platform bed was falling apart. I researched like crazy to find the best deal. I am a single mom and live on a teacher's salary, so I always have to look for the best value I can find.

I looked at the Sears website and found a couple of items I felt would be a good choice. I used the chat feature to speak with a representative about the delivery process. I made it VERY clear that one of the main things I sought was a company who would disassemble my old bed and haul it away. The representative assured me that Sears would take care of that, so I placed the order.

I was charged $331 and some change for my items. A few days later, the deliverymen showed up. One of them was friendly. The other man seemed agitated and in a hurry. When they went to the room where the old bed was, one of the men told me that they don't disassemble beds.

When they left, I received a call from Sears asking how my delivery experience was. I relayed to the caller what had taken place and explained that I was dissatisfied with the service I received. She apologized and said there was NO reason the gentlemen shouldn't have been able to dismantle the bed. She put in for another service representative to come out a few days later to take care of the problem. I made a point of asking her if it was clear that this was a platform bed, not just a bed frame. I also asked if the men would have the tools with them to disassemble the bed. She assured me that they would and would be able to take the bed apart no problem. I felt relieved that the issue would finally be resolved.

I received a call today from the service worker and assumed it was to verify the appointment. Instead he asked me about the bed and then told me that he doesn't take apart beds. I then got a call from Sears about 10 minutes later telling me that no one can take apart the bed. I was told that I had to dismantle it before they could haul it away. I just got off of chat with Sears again to voice my concerns and was told that no - beds are not disassembled by Sears. This representative did at least offer to refund my card $25 for the haul away fee that I had received for free. He was the only person in this entire fiasco who has at least made an attempt to rectify this situation.

As I stated previously, I am a single woman. I am not Paul Bunyan, nor am I Bob Vila. If I had known Sears wasn't "able" to take my apart my old bed, I wouldn't have made my new purchase through them. I'm not sure why I was given false information on several occasions. I'm not sure why people who did not even appear to be Sears employees came into my home to be rude and leave a giant mess. I'm not sure why I am still staring at a queen-sized wooden platform bed propped up against the wall of my bedroom with the slats taken off and thrown to the side. I'm also not sure why, next to where the wooden bed slats lie on my floor, there is an electrical outlet cover that was knocked off the wall and never replaced.

I grew up shopping with my parents at Sears. My mother used to work for the company (ages ago). This is by NO means the Sears I remember. I am extremely regretful that after all my careful research in choosing a company where I felt good about spending my hard earned money, I made the mistake of choosing Sears. This has been an unending saga, and frankly I am exhausted from all the hoop-jumping.

I would like to share my online experience with Sears. Hopefully this will make someone think twice before shopping at Sears.

This order was placed on June 20th, 2016 - all of the items were for my husbands birthday which will be July 15th. So I was planning well in advance. Here's how it's going.

Item # 1 - 27 gallon air compressor - this item sits broken in our garage. It arrived at the Pittsfield, IL store, we picked it up and my husband followed the instructions to start it and the motor is seized in it.

Items #2 and #3 - Delivered (Socket Set and Pro Accessory Kit)

Item #4 - Item was CANCELLED - 11 Piece Accessory Kit with Storage Pouch. I received an email this item was cancelled and I would be refunded; however I HAVE NOT BEEN REFUNDED, and it has been 6 days since it was supposedly processed. The Customer Service Rep actually told me to call my bank to find the refund... Seriously - the purchase was made on a Debit Card, when a refund is processed it automatically goes back into my checking account. It is NOT there.

Item #5 - 1/2" Heavy Duty Impact Wrench - I was told it was in SHIPPED status. No one can tell me what day it shipped or provide a tracking #. That makes no sense to me at all. They are customer service, if they can see an item shipped, and see all the other things they told me, why can't they see a shipped date or tracking #?
When I pressed for it I was immediately told, "we'll refund you for the item". Seriously... I was just told it was shipped? Now I have an email from customer service confirming the item is cancelled and I will receive a refund.

Will this refund really come? The other one did not! I kept getting told they have to send an email to their Offline department and I'll get some response from them in 24-48 hours.

Are you kidding - this is the service you get when you call "Customer Service". I guess part of the problem is - I wasn't calling anyone in America because I sure struggled to understand a word the non-English speaking people I spoke to.

So my husband's birthday is next week. His Air Compressor sits broken in the garage, one item was cancelled with NO REFUND, and another item is also now being cancelled, and even if we do see a refund from this department I spoke with - they CAN'T refund the tax! Really! I paid the tax, I didn't get the item, who's keeping the tax? Does Sears keep tax for items they don't actually sell to someone?

All of the items I purchased were needed not just 2 of them. Sockets are no good without an Impact Wrench. Air tools are useless with a broken compressor...

I'm disgusted with Sears and the "Hometown" Service I've received. Once all of this is resolved, and I've already spent many hours on it - neither I nor my husband will ever come near a Sears or a Sears.com website. I know that's not very motivating for someone to help us with ALL of these issues, but my expectations are already very low because that's where you all have set your bar.

Great job Sears - thank you for ruining my husbands birthday I had planned from me to him.

Jane Klindworth

I originally purchased a 50" RCA flat panel television in 2013 from Sears. Every year since then, the television has required repair or replacement. Service requests dated 05/22/2014 and 05/14/2015 have resulted in a replacement television. I am now on my 3rd television unit and it too, has stopped working. Sears customer service routinely transfer responsibility to the manufacturer, RCA. RCA refers me back to Sears for repair/replacement. Most recently, my television (less than a year since last replacement) has malfunctioned. On 03/24/2016, a service technician indicated my television was no longer covered under warranty but indicated the HDMI ports were no longer functioning. I continued using the television with the component cable input. As of last week, the television has stopped powering on. The television does not respond to the remote control provided with the television or the buttons on the side of the television. At this point, the television is useless. I will not purchase ANY item from Sears nor will I purchase ANY RCA products from any other retailer.

The reputation of RCA is one of success although the quality of my television is poor, at best. The expectation from a company that has been in business as long as RCA is to provide quality products to consumers. I grew up in a household where RCA was a preferred brand. The workmanship of your products has steadily declined if your products requires continued repair and/or replacement. This issue is very frustrating and disappointing as a consumer.

Went into the sears outlet store to buy a washing machine with my grandmother . The sales rep was so rude and when we asked about delivery she said the cost would 175.00 to deliver 26 miles she said they only give free delivery if you live within city limits She had my granmother in tears . When we first got there she didnt even acknowledge we were there for 15 miniutes I will NEVER shop at sears again Shame on you . I have already cut up my sears card .

poor quality product, unable to return complaint

I purchased a portable ac unity online 4/23/16 of 14000btu. We had a different one prior only 10000 btu in that same room which worked fantastic in the past. The new unit turn on, air is somewhat cold, however it does NOT cool the room at all. Most of the time, It is till 80 degrees (read from a temp meter I keep in room) in that room. I had not been able to test this unit until it was hot outside for obvious reasons. The first time I complained was 5/30 and they told me to bring this back to the store. When we tried that the manager said he could not take it back. All we want is an exchange. So now I have a unit that does not work at all for us..spent alot of many and its basically trash. Can anyone help me?

I purchased the service on June 13, 2016 over the phone (with quite some difficulty due to language problems of your rep), and my credit card was charged that day. To this day I do not have executed agreement, and my emails to you remain unanswered. The initial email confirmation was addressed to OH Legg, yet sent to my email. In recent email from Dollie Dantz(?) she offered contact website that does not exist (see below). Is confusion the specialty of the business you conduct? Please advise me that this is a legitimate deal IMMEDIATELY.
confirmation # 929 527 04
lar

[protected]@aol.com

(below is today's email from Dollie:)

Dear Valued Customer,

Attached is an sample welcome booklet, which highlights some of the outstanding features and benefits of your Sears Whole Home Warranty coverage. In 7 to 10 business days you will receive a complete welcome booklet which will include your warranty number and a more detailed description of the terms and conditions.

Please do not respond to this email; send inquiries to www.membershipservices@cchs.com

Thank You,

Membership Services

This E-mail is covered by the Electronic Communications Privacy Act, 18 U.S.C. §§ [protected] and is legally privileged. The content of this e-mail and any attachments is confidential information and is intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited.