Sears
Reviews and Complaints

I have sent a complaint to sears couple of days after this experience. I guess customer's voice is nothing to sears nowadays. I never heard back from it. My friend and I drop off both our cars at 12pm for our 12pm appointment. We asked separately on when we going to get the car back. The longest estimate was like 3 hours max and said they would call us when the cars are ready. We went on to have lunch and shopping at the galleria. As the sun was setting, we decided to go back at 4:30. While, we were walking back, I got a call saying my car's ready. When we arrived, my friend's car was at the same spot as she parked at 12, they told us that her car hasn't been worked on. That's horrible. Some of my paper works are lost. There are other customers there that were very upset about their similar situation. Some staffs have attitude as if they don't care. My time is very valuable. If we got our car back by 3 as promise, we could do a lot more other things in other area. I am no lawyer or anything. But my hourly rate for my work is $30, my friend is $50. We could have done so much more with the time that we have wasted on trying to get oil change. Why did we go with Sears? Because it's a big brand. We thought it's big brand, quality must not be too bad. It's even more horrible than the small shop that I used to go to. I had my wiper to be changed that day. Frankly, I don't even see the difference from before. I highly doubt if they are new ones.
Service satisfaction guarantee? Am I going to get a refund on this horrible experience? And my friend whom wasted good 5 hours for it (we started walking back at 4:30, after we arrived, we waited for a long time before someone show up, and it took them a long time to get us checked out. It was actually 5:30 when we finally leave)
What can you do for her? What in the world is happening with Sears? My elderly relatives have this trust towards sears, always recommend Sears for everything. This experience is worse ever.

SEARS I beg you. Please follow through. I have never had such poor customer service in all my life. EVER! On 1-18-16, I placed an online order which got sent to 2 different distribution centers. One that outsourced was shipped immediately. The other consisted of 2 items and were sent to be fullfilled by a Sears store in Manchester, CT. The store processed a return for those items the same day, and I received an e-receipt showing the returns. However, they generated a UPS label which appears to have the items pending for shipping. I have spend 6 days, over 10 hours, calls, email, and chats, trying to resolve the issue. I have been hung up on twice, lied to, diverted, etc. I can't begin to tell you, how stressful it is to try to resolve a problem your store created. I fear fraud and wanted this to be expedited. I was assured that my order was not cancelled, and given a $5 gift card for my inconvenience for it being delayed. I called and requested that I pick up items in my local store, since they were sitting right there on the shelf, and I was told this could be done, but I had to wait for an email from online customer support. Email told me the items were shipped and I had to wait for their arrival. I called the CT store and was told they were on backorder not cancelled, even though I gave her the receipt information. She gave me a phone number that was higher up in the corporate chain. Called spilled my story again, only this young man said he was in appliance repair, she gave me the wrong number, and redirected me to the very department that has been giving me the run around for days. No one there speaks fluent English. Emailed and got a response from Twila Mamoth. She said my order was cancelled and they deducted the $5 customer serivce gift card from the total. I never requested my order be cancelled and asked to be forwarded to corporate. Are you serious, refunding a CS gift card from my refund? Also, the total refund amount did not match what I paid, even without the giftcard. Called in again, told my order was not cancelled. I need these items, so I ordered and paid for them again, and had them delivered to store. Called shop your way, because this fiacso altered my points. I had called on earlier and was told, all I have to do was call in, once the order was staightened out, and they credit my missing $20 points. The shop your way associate refused. Said I had to talk to Sears. She was rude. Back to a online order manager, he said he could help me and hung up on me. I cried. I spent the whole day, trying to fix this. Worried about fraud at store level, wanting answers...etc. Last effort, called shop your way again. Spoke to Rochelle, she was great. Saw my previous notes, and added the points immediately, she sympathized my situation and was the first to connect me to the coporate office. I have requested to speak to coporate 7 times. Told no number or emails, never forwarded. Got to speak to Matt from California, who now works in Texas corporate office. Smooth talker, made me feel like he would handle my situation. Told me that my order was not cancelled, and he could cancel it on his end, so I could receive my refund, but his "system was down." Told me to call back in an hour or the next morning. I called the next morning and got hung up on. I called again and was told by Judson, that there were no notes stating that Matt specifically, spoke to me or that Matt planned to process a refund. I asked to find Matt, to please find the person who placed the notes on my account. I think there should be at least 6-8 calls that I have placed? Judson, basically refutted everything I was told the prior evening. Said a refund couldn't be done on his end, I had to be transferred back to online orders Had to wait 24 hours for a response. Got an email today, stating I got a refund send back 1-20-16 and to wait 10 business days... What is going on? Order is not cancelled in my history and the phanthom tracking number still exists. What is my refund amount? I have had dealt with Sears for over 20 years, but we are done.

Placed on Mar 19, 2015
Order #[protected]
APR28
Delivered
Total: 2 Items

Best Home Furnishings Bradley Space Saver Power Recliner $1199.98
Qty: 2
review this product
HOMEDELIVERYCHARGE
$69.99
$1, 092.67
Ordered two recliners in March. They were delivered about two months later. When delivered, one arm on one chair was falling off the side. They ordered a new one and delivered it about six weeks later.

Now, both arms are falling off both chairs, both chair reclining mechanisms are broken, stuffing in both chairs has compressed in backs and seats and we are sitting on the frame boards.

Called Customer Disservice. First hardly speaks English says 30 day warranty, you are out of luck. Passed onto the next level, same exact thing. Passed to the NEXT level and talking to an American girl in “Sears Online Customer Service.” She reiterates “only 30 Day Warranty.” I explained it has only been six months and both chairs have disintegrated. She said “You shouldn't have bought them!”

Finally she gives me the number for a company that is supposed to provide service AFTER the 30 days. I call them immediately and the number is DISCONNECTED!

I feel that I have been robbed!

I went to Sears.com to order a two-pack of replacement filters for my fridge's water dispenser. The website won't let you order parts to have shipped directly to your home, it will only let you order parts shipped to a local store, unless you call the 800 number. All my local stores were out, so I called the number where I spoke to a very unhelpful, unqualified person who asked me for my phone and info and and name and zip code at least three times. Upon telling me the total price of my filters with shipping and tax, it was close to $30 over the price listed on the Sears website. I asked her why. She said the parts come from Sears Direct and *not* Sears, hence the different price. I told her that was false advertising, and I asked to speak to a supervisor. She got very huffy with me and told me that that the only thing that would happen is I would be transferred to another line with Sears Direct. I immediately went online to Sears Direct's website while she put me on hold, where, in fact, the price of the filters was way less than what she told me over the phone, and with faster shipping, so I hung up. I'm livid; I spent 45 minutes trying to order a fridge filter online and then over the phone, and it should have taken me 5.

Lesson learned: order parts from Sears Direct's website, and don't ever call Sears directly. You will get a much better price, and you won't have to deal with incompetent people.

Hi,

My name is Jean Moise, my wife and I bought a refrigerator from sears June 2011 and we also purchases the extented warranty on the fridge, they were suppose to come over my house to do service in the fridge every six months, one year later after we bought the fridge we called and scheduled an appt for service, the appt. morning someone called me and told me they will be over my house in 15 minutes it was 7:oo am when they called, that mean they will be at my house at 7:15 am. we waited and waited no one showedup that day, we called many time while we we waitting for some one to come, customer service couldn't tell me why they called to tell me they are coming in 15 minutes and never showed or called to let me know they are not coming. Later on in I called sears ustomer service and cacelled my extended warranty even thou they took half ot it,

In July 2015 the fridge started to give me warm air I lost all my food, I called sears, they came over they found that the compressor is not working, they ordered the part, when the part came I called them they make an appt. they came over and fix it, it was working until first week of December 2015, they changed the same part 3 time in December the fridge is still not working. On December 23 I had an appt. scheduled between 1 to 5 o'clock that letf my work at 12:00 pm to come home and wait for them at 4:45 I called customer service to let them know that no one showed, they told me that my appt. is between 1 and 5 pm, it is not 5 yet, i waited until 5:15pm I called them again, they told that they are very sorry all the technician left for the day. it was two days before Christmas I had Family coming over and I had to cancelled my christmas dinner. off cuse they offer me to get ice and they will pay up to $50.00 for the ice. They someone over on the 26th of December he ordered another part not put it in the fridge is still not working, I called them, they told me that they have to ty to fix at list 4 times. the part have 5 years warranty and it still under warranty. so far they sent 8 technician over my house to try fix and it is still not fix. every someone come over they told me to call the next day. every time I called them they scheduled an appt. in one week they send technician over. the technician told that the problem can not be fix, they told them to try something else.I can not deal with your cutomer service anymore.
I haven't have a fridge for over a month, I have three children in the house I need a fridge. I am tired of loosing time from work. so far I lost 6 days from work. I feel nothing is being done they are just playing game I am tired of that game.
I been insulted and harassing by your customer service, any time I called them and asked to speak to a manager who ever pick up thet told me that they are the manager, I never know that a company can only hired manager only. many of them hang up the phone while I am talking to them, one of them name Savana put me in time out beacause while I was taking to her she told me that she is going to put me on hold to calm myself down, which she did put me hold for about 20 minutes. I am very tired of that situation and I need some answer. I called 3 days ago a lady convince me that some will contact me in 48 hours, no body called, when I called them today, they told me they scheduled for another technician to on January 29 to look at again for 9th times, it is very frustrated. please stop playing game and let me know when they are going to replace the fridge.

October sixteenth 2015 a Sears repairman came out to fix a tube on the back of my refrigerator that connects to the filter. He cut off an end and reconnected it assuring me the tube was fine and would not break again. On October twenty eighth while I was in Italy I received a call that there was water coming out of my garage. I sent a neighbor in and he shut off the water supply and found my house under three feet of water. Little did I know this was just the beginning of my nightmare! I immediately called Sears and they told me to call their insurance company Sedgwick. I did that and was told there was nothing to be done that night but when I returned on November seventh to call and file a claim. Needless to say my entire expensive trip had been ruined! What I should have been told was a remediation company would be sent in to dry out the walls. On November seventh I called Sedgwick and filed a claim and was assigned an adjuster Carlos. He called me and our conversation on the phone was not the most pleasant. You would have thought I flooded my house on purpose! I was told to get an estimate which I promptly did. I was told that there is a three day window for mold which had obviously passed and now my entire house was covered in MOLD! After many unreturned phone calls my claim was reassigned to another adjuster. I am still battling this claim. We have had to take money out of our bank account to repair the house ($58000.00). Now that the refrigerator has been returned to the house it is no longer working because the mother board is rusted. I am told I will only be given depreciation value...I had a working refrigerator and would have had no need to replace it at this time! I am sure Sears must have an extra refrigerator they could replace it with considering it was their doing that set this horror story in motion! If you need repairs call any one else but Sears! I refuse to ever allow then in my house again and if you are wise you will do the same!

We purchased 3 Kenmore elite appliances back in 2011. It was the first time for appliance purchases from Sears. Last yr we encountered a terrible odor coming from frig. Like everyone else cleaned everywhere in and outside. Threw out food, repackaged things and in time it went away. Never knew what caused it. Now we are moving and thinking about new appliances in our next home. Sears, of course. Wait what is that smell coming from my frig? Again...well I have to see if anyone is having this problem. The question should be who isn't having this problem with their frig...Now that I see Sears has turned a blind eye to this poor design in frig and continues to peddle a defective product. I cannot in good conscience purchase any Kenmore product and will make my purchases elsewhere. .

My Case # is 3970958. I had a service tech to come out on Dec 23th to fix my Maytag refrigerator Ice maker . The technician stated he had to order a part. Someone would be in touch with me. I never received a call back so I called on Dec. 30th and spoke with a customer services person, who stated that if they haven't come out to repair the refrigerator by Jan 13th to let them know that I needed a replacement refrigerator. A Sears Third Party Repair Company called me on Jan. 7th and scheduled to come out for the repair on Jan.12th. The Sears Third Party Repair Company called me back on Jan 11th, 2016 at 4:05 p.m., stating that they had overbooked themselves and they wanted to know if they could reschedule to come to my house later on Jan 12, 2016. I agreed to the rescheduled appointment. Next, I received a phone call on Jan 12, 2016, at 3:59 p.m. stating that the Sears Third Party Repair Company would not be able to make it at all on the rescheduled date and time on Jan 12, 2016. At 4 p.m., I called Sears and spoke with the Overflow Department, where I was on the telephone with them for a total of two hours going back and forth trying to reach the Sears Third Party Repair Company to see if they could me rescheduled again for one day in the same week. I have never had this problem with Sears technicians. I feel that out of respect for my time and patience, Sears Third Party Repair Company should have been able to get me in as the first scheduled client the next morning instead of a week later which is unacceptable. Today is Jan 13, 2016, and I have been on the phone with the Sears Complaint Department who refuse to take the complaint and I spoke with a gentlemen by the name of Daryl. I have been without ice for over a month, and have been purchasing ice from the grocery store. I would like to be reimbursed for my out - of -pocket expenses, and would like to have this problem resolved a.s.a.p. I can be contacted by phone at cell: [protected]. Disgusted, Ms. Patricia Brownlee

I ordered a wheel for my kenmore vacuum. I used the chat support to ensure that I would get the right part. They sent the wrong part. I tried calling and was put on hold for ever. I tried chatting and was told all they could do was help me pay again for the right part. I was told to call a different number to return the original wrong part. They could not help me with the return. Was promised a full refund plus shipping back and directed to the web site. This requires an order number which is not with the part. Part came without an invoice or order number. Cannot find any email confirmation or order number anywhere and no one to help on the phone.

I bought a Whirlpool dishwasher from Sears 8 months ago since then it has had 8 service calls, 5 repairs and 3 where they came out with the wring parts.My dishwasher has now been broken since December 5th. At this time they have agreed to replace the dishwasher which seemed like a good thing...Not so I chose the new dishwasher on December 23rd they finally called me on January 6th and can not install the new dishwasher until January 27th. At this point I would have rather they fixed the old one at least I would have a dishwasher. I have spoken with installation, delivery, customer service, the local store and the compensation department spending hours on hold, being hung up and getting the wrong answers. It appears to me Sears is no longer a reputable company.Buyer Beware!

On December 30 of 2015 while using my Kenmore Elite Dishwasher the unit started on fire. The flame was coming from the right side of the control panel. I was able to shut off the power to the unit and the fire was confined to the unit. Had we not been home I cannot imagine what could have happened. Sears will not do anything as they advise that there is no recall on the machine.

I ordered a refrigerator from this company. It was damaged so I decided to change it for another. I sent the damaged one back to them, but never received an exchange. I made at least 10 highly painful calls, before customer service finally answered. All of their customer services have call centers overseas and none of these agents have good English skills. They continually apologize but are unable to assist. The reception is so poor that the agents can hardly be heard. I asked them to speak up repeatedly because I cannot hear anything, but they just dropped the phone. Few days ago I talked to the one agent who in broken English refused to give me a refund and insisted I received my order. It has been a waste of my time and money! Shame on you, Sears!

Went to sears auto in Clarksville, TN on monday for an oil change. went through the check in progress and agreed to have them text me when the car was ready. I asked how long the car would be. I was told 90 minutes but no more than 2 hours 15 minutes. at 208 pm i got the text asking me to respond with Y to get text messages from sears. 3 hours later...yes i said 3 hours later I told them I wanted to speak to a manager because I had been waiting 3 hours and my car still had not been taken into the garage. I was told there was NO MANAGER in the store. shortly after 5 pm they took my car in and completed the oil change. There was no offer to knock off some of the cost of the oil change because of the long wait. after I got home i got looking at the receipts. the one i signed when they checked me in said the car was promised at 4:15 pm. when i checked out THAT receipt was printed at 5:26 pm and at the top it said the car was promised at 6:00 pm. way to go sears changing the time on the receipt to make it look like you got my car done in a timely manner.

On Dec 6 2015, I received an email from Sears advertising a Champion generator on sale. I purchased it from Sears the payment was made to Sears, the invoice came from Sears. Being closed to the Holiday the return policy on the invoice from Sears said that if needed, it should be returned by January 26. A week after delivery I called to return it and was told that it was sold by a third party that Sears has a contract with. I called this third party and got a answering machine, someone with a heavy foreign accent, which is typical of this day and age. I left a message asking them to return the call. They never did. Today I called Sears again, told them what happen and they promised I'd hear from the seller. The seller emailed me and said they wouldn't take the return after one week or if the box had been open. I repeat - I purchased it from Sears the payment was made to Sears, the invoice came from Sears. Being closed to the Holiday the return policy on the invoice from Sears said that if needed, it should be returned by January 26.

My parents bought a washing machine 6/17/14. They have a 3 year warranty. They have had nothing but trouble with the machine and the repair people. They have been to the house 3 times and scheduled 3 times with "no show". My mom is 76 and has cancer and my dad is 80. They have been to the laundry mat once--when I found out they did that, I was upset. My mom does NOT need to go to a laundry mat. I have washed their clothes for them since. The lady from sears said they would reimburse their money for the laundry mat, but the point is--if they would fix the washer, they wouldn't need to be reimburse. Sears use to be a GREAT company, but I don't know what has happened, they act like they could care less about their customers. Salescheck# [protected]

On August 01, 2015 I purchased a riding lawnmower from Sears. Model # [protected]. In November the mower wouldn't start. I called the service department and was sent a solenoid. That I had to replace/repair. The mower still wouldn't start. Today January 5, 2016 a technician came to the house, he stated that the motor was siege. He stated that even thought we have a warranty it doesn't cover that. I am pissed. How can a determination be made just like that. The mower could've been defective from their factory. We only used the mower 4 times. The technician stated there was no oil in the motor, we checked the oil and there is oil in the motor. This is the 2nd tractor brought from Sears that I had problems with. I will not buy another one from them. I am seeking a resolution that this tractor be repaired or a refund. I am not going to pay over $1000.00 placed on my Sears charge for a non-working tractor. I will be contacting the Better Business Bureau. And if have to a lawyer. Sears closed down their repair centers leaving the consumers with limited resolution. The technician arrived with a serious attitude and left with a even worst one. I once brought a new truck in within months a new motor had to installed. Why factory defect. I hope that this matter will be resolved.

I bought a Stearns and Foster from sears for $2400.00. It was delivered with two sagging impressions down both sides and a large hump down the middle (I believe it is used). It was deemed defective and a new one was delivered in two weeks. The second one has no support along one side and the springs in the bed make constant noise when there is any movement. Sears won't honor their comfort guarantee stating we used it up with the first defective mattress. I will never set foot in a Sears store again. I have a bad Stearns and Foster and I am out $2400.00

This will be simple and short version... Washer was bought on 11/13/14 and installed on 11/29/14. Several months later (June 3, 2015) while retrieving a stray sock from behind the washer, I found that the washer had been leaking which left floor and wall damage. Several phone calls/letters/emails/inspections were exchanged to rectify the issues to no avail. Sears nor subcontractors seem to not want to take responsibility for shortcomings involved with the incident. My family has always testified to the upstanding quality and service from Sears for many decades and find it somewhat insulting that this one incidence cannot be resolved.