Sears
Reviews and Complaints

I purchased a kenmore dishwasher on line. It was delivered, no problem. The problem is that on my purchase agreement page it stated "if purchased our delivery team will connect delivered appliances to existing home utilities.."
When the deliveryman came he told me an installer would be by later in the day. No one came. Next day I called customer service and was informed that the installation would be $159.99 PLUS I need to purchase a dishwasher kit for $19.99. No where on the original order form was there any mention of the additional charges. I plan to return the dishwasher and hope that Sears will amend their on line purchase pages to include mention of all the necessary steps needed to have one installed. By the way, in the past month I have purchased from Sears a refrigerator (which was installed and the water line hooked up) and a trash compactor which we installed ourselves. Until now I was very satisfied. Do I have any recourse other than returning the dishwasher? My order number is [protected].

This is a warning to anyone who depends on Sears Automotive. I purchased a set of 4 tires with a warranty. I took my vehicle back faithfully every 5K miles to have them rotated and balanced. When I started having issues with the tires they just sold me another one at a cost. Recently I had yet another issue with tire number 3 and had someone else check the tire. I found out the tires were dry rotted and had been materially breaking down. I had no way of knowing this as the tire had to be taken off to see this on the backside. I depended on Sears Technicians to inspect the tires as part of my road hazard warranty that I paid for and they let me down. THIS IS A SAFETY WARNING! DO NOT TRUST SEARS TECHNICIAN TO ALERT YOU OF AN ISSUE. THEY ONLY CARE ABOUT SAVING MONEY FOR THE MANUFACTURER OF THE TIRES NOT YOU THE CONSUMER'S SAFETY. I KEEP THINKING ABOUT HOW CLOSE I CAME TO HAVING A BLOW OUT AND POSSIBLY DYING. I WILL NEVER PUT MY LIFE IN THE HANDS OF SEARS AGAIN.

Website shows (Sears. Ca) 2 pictures, one picture of a patio couch complete set, named alfred sung residence, picture includes all peices for 799.99, then another picture shows up with just the lawn chair for 799.99... Which one is it? False advertisment. Manager said they will call their it dept to rectify the issue but we have not been giving the price of 799.99 for the whole set. See website picture attached.

Brought Mattress Set 4/4/16, delivered 1st time, ripped.. Store Mgr. compensated me $200.00. While waiting for 2nd one, decided to stay with first one and compensated $375.00. Meanwhile, second Mattress comes and when we still never received $375.00. Not receiving the compensated money, I keep the second mattress. Two weeks later they compensated the money and in such a short time the second mattress started to dip in both sides. Well, trying to state my problem to the first young lady, she hung up on me. The second one said I would have to pay a restock fee and delivery fee..another almost 500.00 after I said I just wanted to return all and get my money back. THIS is not my fault and besides that, the bed I brought in the store was not the same beds delivered! I have been back to the store several to try and get this resolved, but their answer was..its out of our hands. Have to deal with Sears Mattress Dept.! Today I went back in to see if I could get another bed without having to pay again, restock and delivery. I'm still confused and feel ripped off completely. This store SEARS..is so screwed up and bringing bad mechanize to me..

I scheduled my appointment online which was a very simple and easy task. I was called on Friday previous to the holiday weekend. I was given a window for arrival between 11:30 a.m.and 2:00 p.m. I called this morning and I was told that the technicians were running on time. I was also told that I would receive a call if they were running behind. At 2:30 I called the service number and left a message at 3:00 p.m.I called again and left another message.I called again at 3:15 and finally spoke with a live person who didn't give their name. I was told the technicians were on the job before me.I asked the gentleman why I didn't receive acall. I was told "I'm the only one in the office." I had moved my chairs my breakable on my tables my tables and because I wanted the areas where my computer and tv are I had moved that cabinetry also. I have always used sears carpet cleaning but now I'm finished with them. Very disappointed!

Spent over $3, 000. 10 months ago for this frig and the same 1F error everyone else has had is constantly going off. Sears repair came out and said they could not fix it because it was not displaying the error. Sears has known about the problems with their product, but he left and now it is still having the issue and I had to wait another week for appt. Then I will need to wait to order it and then wait for another service call. What is going on with sears and the products they sell and the poor customer service they give you. I am not only angry but very dissatisfied

I'm asking for help repairing my washing machine.

I've been waiting for my machine to be repaired for more than a month now. I pay for an extended warranty so that I can have repairs taken care of easily and quickly.

I first reached out to Sears in April for assistance
After waiting two weeks for a repairman to arrive, he came to the house, looked at the machine and told me he had to order a part.
I waited another two weeks for the part to arrive and for the repairman to come back to install it.

A new repairman arrived the second time. This one diagnosed a different problem and said the first person made a mistake. This person too said he could not do the repair because it required a part to be ordered.

I again waited another two weeks for the ordered part to arrive and the repairman to come back.

The repairman came back with a coworker and disassembled the stacked machines leaving the dryer in my kitchen blocking the pantry. When he began to work on the washer he discovered he ordered the wrong part and could not fix the washer.

He reordered the correct part and scheduled a repair for two weeks later. He left and the dryer stayed in my kitchen blocking the pantry.

I called to complain about the poor service and mistakes and was sent a $20 gift card for my trouble - mind you we are a family of four and have not been able to do laundry at home for weeks now.

The part arrived a week later and a different repairman showed up alone to install the part. He installed the part and because he was alone he left the dryer in the kitchen, unattached and unusable.

This week I was finally able to get help putting the dryer back myself so that I could use the washing machine, which I had been told was fixed.

The washing machine does not work. It will not even turn on.

I am beyond frustrated with Sears and their repair staff which have proven unable to do their job at every turn.

At this point I want a new machine and want this to end.

I bought a washer dryer stackable unit from Sears in August 2015. This past month it starts making loud noises during the spin cycle, finally it stopped spinning. I call sears repair service to come in to fix it. The repairman came on May 17th and spent an hour testing and taking it apart. He said we needed a transmission and basket replaced and there may be more damage after he takes it apart. The parts were ordered and delivered and they came today May 26th to repair the unit. After working on it for 2+ hours he concluded that the unit could not be repaired. The warranty only gives me $500 towards a new unit. I feel that an appliance that is less than 2 years old I should be replaced. I've been a sears customer for over 30 years and have purchased many appliances over that time. Thank you for your consideration on this matter.

My mother purchased a Craftsman lawnmower last year, it was only used twice for a total of thirty minutes. This spring I tried to cut her lawn and the mower would not start. On the box the lawnmower came in, it said that it was guaranteed to start in two pulls. I spent hours trying to start the piece of crap lawnmower with no luck. I called Sears and they gave me the run around for hours! I finally took it back to the store at the Galleria Mall in Cheektowaga NY. They told me that they had to send it out for repair in Rochester NY and that it would take between 2 to 3 weeks. This was 2 weeks ago and they just called me and said that they want to charge mother $113 to clean the carb. What a bunch of ###! Sears does not stand behind anything it sells. I want someone to explain to me why something she bought and barely used should cost her anything! I would never buy anything from Sears again. All I ever hear are bad things about Sears. Especially since she was an employee of Sears for almost 35 years. Thanks for nothing ###s!
Chris Weigand cell: [protected]

So I love the shoe section for sears (and Kmart) but every single time I find a shoe I want to buy they don't ship to my house directly and wont ship to any stores within 100 miles of me for pickup. This is a little ridiculous . I even tried expanding the area im looking to ship to and of course they wont ship there either. So I've never been able to buy the shoes (or other products) I want because sears hasn't figured out how to ship to the state of NC apparently. It's really nice to waste my time shopping on your site only to always have shipping declined.

We went to Sears on University in the city of, Little Rock on April 01, 16 we found the refrigerator we wanted ordered it and had it delivered to our residence, but the refrigerator did not fit. They took it back and we went back to Sears on April 14, 16 and ordered another one with the correct measurements. Well a week passed and no delivery. Then we received an email saying that our fridge had been delayed due to warehouse issues and customer service called us and set another date for drop on the April 29, 16. Well here we are into May and still no fridge no calls or emails from Sears only saying a delay. My mother has cancer and needs to keep certain medicines cool. Also we are a family of five and we were forced to purchase a temporary fridge, but it is old small and not environmental friendly. We have to buy ice every other day and at 2 dollars a bag this gets costly. Not to forget about all the food we wasted or was spoiled. Now if i dont get this matter fixed ASAP then i WILL GO TO THE MEDIA AND LET THE KNOW OUT HERE IN LITTLE ROCK. I WANT COMPENSATION OR A FULL REFUND THIS IS A VERY SERIOUS MATTER

I scheduled a service call for my washing machine for a Saturday and was told the technician would arrive between 1 and 5 pm. The technician not having arrived, at 4:45 pm I called and an automated message told me the technician would arrive between 2:45 and 4:45. I once again called at 5:30 pm, waited to speak with a human and was told the technician would call me within a few minutes with an update. I called at 8:30 pm, waited to speak with a human, and was told the technician went home sick after half a day. No one from Sears bothered to call me. I wasted a weekend day. Needless to say, I will never use Sears Home Services or purchase any of their products in the future.

My name is Evie Crossman I have several sears products in my home. I carry maintenance agreement on most of my appliances. -I had a window ac unit the died and sears advised that it was covered they will deliver install and cart away the old unit. We went into the store and was advised they cant do it. Their system does not cover window units. They made us take the unit and advised us to have it installed and to submit the bill for reimbursement.

So I'm hearing oh yes we can do all this but when we get their they cant unless we buy up to a different type of unit like a wall unit(isn't that bait and switch?).

I have called and called and called do I have to go down and file a small claims suit for all this? This just isn't right !

I was given a time of between 5 pm and 7 pm for the delivery of my oven. I was given an email confirmation and phone call, at 730 pm my oven still didn't come I called and the lady said the deliveries were running late and I should get it by 930 pm. I still don't have my oven. I finally got to talk to the drive at 10 pm and he said he is already home and wont bring it to me. is this how sears deals with customer service. I'm still trying to complain to a manager but I cant ever seem to get one available. I need my oven asap thank you Roxanne Majefski

Craftsman - Beware!
Craftsman used to be good stuff. We own over $100, 000 of Craftsman tools and equipment all of which use to be great... In recent years the quality of
Craftsman products has gone way down and the "service" from SEARS has disappeared.

The most recent episode with SEARS (which absolutely disgusted me and my employees) took place May 12, 2016. We purchased a Craftsman air compressor - took it to the shop, plugged it in, and NOTHING. Took it right back to SEARS and could not find a single employee working in the department nor any other department near by. Went back again (2 more times) and even tried to phone the SEARS store manager- after 25 minutes listing to music and prompts, no one, let a lone the manager, every came on the line. Took the compressor to another SEARS store and after an hour of wasting my time I was told that "this SEARS store is not a company store... it's a franchise" and they do not take back SEARS company store products. I then went to a large SEARS company store in Troy, MI where I eventually had the misfortune of speaking with "Pedro, Sears Troy Store Manager"... what belligerent representative. Not only was he rude and did nothing to assist us with our issue, he even refused to tell me who his boss / who he reports to's name. A real shining example of SEARS (lack of) Quality.
I next contacted SEARS customer relations and was transferred to "Anna" in the Philippine's (call center) who's English was so poor I could hardly make out a word she said other than NO. I asked to speak with her boss, hoping for better communication skills and was (after a long hold) connected with "Connor" allegedly her supervisor and what he called, a Case Manager. Connor told me to go back to the Sears Store and tell them my store again.
I now have probably 9+ hours trying to exchange a never used compressor, I have sent employees to do the same, and I am now at the end of my rope with SEARS. It is easy to see why Sears is going out of business at a rapid pace and apparently taking Kmart with them.
There was a time Craftsman spelled quality - now Craftsman = trouble!
Jim S - Birmingham, MI USA
[protected]

we bought a craftsman lawn tractor 5/1/12 from sears in Oneida NY my husband noticed when he was using it from day 1 the deck moved a lot more than it should but it was brand new so must be the way it's built (extra swivel for rough terrain?) we used it for [protected]. [protected] my husband was sick so the neighbor mowed our yard with his lawnmower. the mower had been stored in the shed and started every year as I used the wagon to move thing in the yard, my husband passed away in November 2015, I had a friend look at it before I mowed with it this year, the lever that engages the mower, the shaft down below the hood was broke the flat part was completely gone. I had that replaced and repaired. went to mow the yard again and the whole one side of the deck dropped to the ground the weld on the one side was never attached. (hence the extra swivel.) and both times the tires were flat. now I know it's not going to last forever, and the first part I could deal with as it (COULD be wear and tear.) but the deck never being welded correctly was a biggie, I have always trusted craftsman and sears...but come on and the tires always flat. I had a little gold yard tractor from [protected] and never had it repaired other than belts and blades.

I have ordered a mattress from www.sears.com and there was supposed to be a free delivery. When I ordered a I had no idea that I was supposed to request a free shipping! I contacted Sears customer service and they said that it was my problem and that it was only my fault that I did not ask them about that. Well, it was their job to tell tell their customer about that! What a scam! These guys are totally unprofessional and they do not care about anything! Never again I will order anything from Sears!

At best some of the things I recall may be out of order, but the overall occurrences are true. I purchase a Kenmore Elite Refrigerator in March of 2015. From day one this refrigerator has been a nightmare, upon initial hook-up neither side would cool, so we had to schedule a repair appointment. Roughly 3 months later the ice maker stopped making ice and again we had to schedule a repair appointment. Refrigerator worked ok for another 3 months and again stopped making ice I once again called to schedule another repair appointment, this time they replaced the damper and added some sticky tape to the top of the freezer door to ensure it was making contact. Everything worked fine for about another 3 months and again the ice maker stopped making ice. Reluctantly I schedule another service call and they send me a new ice maker in the mail for the technician to install, he shows up adds more tape to the tape of the freezer door and takes the ice maker with him. About 3 months later the ice maker stopped making ice again, so I frustratingly called customer service again and they tell me that my warranty expired 1 or 2 days ago and there was nothing they could do, even though this was an ongoing issue. After arguing with Sears representatives they gave me, the customer an ultimatum, they would repair it. So the 5th time I take another day off work and technician shows up for what I assumed to be a repair and looks at refrigerator and orders parts, so now I have to take a 6th day off for technician to come back and put in parts and he did. Now ice maker still doesn’t work and they want me to take day 7 off for another technician to come out and try to repair.
My question is. At what point is the customer’s satisfaction more important than saving a dollar? At what point does Sears man up and say, We apparently sold you a defective appliance and we are going to make it right? Apparently never! Be cautious people their replacement policy is worthless, they string you along until 1 year warranty has expired and then use that as an excuse to do nothing, no matter if there is a clear pattern of malfunction.

I had delivery before on the same type of unit before and had no problem. Sears delivery guy walked in my house and right away said it was not going to fit .
The washer dryer unit is 27 inches wide my stairs measure 33 wide with banister on so I remove banister so they would have more room . The height of the unit is 72 inches my ceiling go up the step go 20 ft high. I had a 27 inch there before I also know the new ones are 1 1/2 deeper and that it will stick out a little . Which was no problem . I walk the path the salesperson asked and I asked an when home and remeasured everything . The delivery person did not want to bring it up.sears delivered the same type of machine .I asked them to not leave while I called they left while I was talking to delivery on the phone and said they would be had other delivery and that Monday they would come back with four man team. I called on Sunday night to confirm delivery for Monday and was told that I getting delivery on Tues. My husband took off on Monday. There will be no one home on Tues. Need help Lorraine deface

I order this 39'' mattress from sears.com on APR 2 2016 online from sears.com

I receive a delivery on 11 APR 2016 after opening mattress we found mattress is 1 and 1/2 inch short

I call sears.com customer service and inform about wrong size mattress
they told me to go to near by store to return i went there to return but they refuse to take it back and advise to return to sears.com

after 12 APR i talk to couple of customer service guy but they Fail to arrange pickup mattress

I talk today to multiple people but all of them unable to resolve my issue thoguh they talk to me stating that they are manager

MY Iuusue is still not resolve and i got vired answer from customer service
I have employe ID for all of them in case you need

Please help me to resolve my issue.

Thanks
Rakesh