Sears
Reviews and Complaints

We purchased a Kenmore Oasis High Capacity washer, Model 110.[protected] in 2009. There are just two of us using the washer. Over the past several weeks my wife complained of unusual noises from the washer and this past week she an F reading on the digital display. We called Sears repair and he came today (11/7/2014). He said the bearings and shocks were bad and told us it was going to cost $405 to repair. We told him to go ahead with the repair. Halfway through the repair he discovered another problem. The bearings in the tub were rusted so bad they could not be removed from the tub and he said the tub needed to be replaced. That brought the total to $605. We decided to buy another washer rather than spend that amount of money our washer. I am very disappointed that a top of the line washer, only five years old and used twice a week would fall into such a state of disrepair that it was not worth fixing. The repair technician said the tub had been leaking into the bearings for quite some time since they were rusted solid. We purchased a washer, dryer, and smooth top electric stove from Sears at the same time and have been loyal customers since 1970. Quite a disappointment.

worked at company three years theres lot that happend in the last few months i was last there.. im still not well and my mental starte and explianing things even after 7 months is still not fully in tact so it will be a little hard to understand on some of it .. its way better then it was when i finally couldnt take the abuse there any more and the stress of being responsible for everything i had so my tention from stress i blacked out at work it started with a migrane i was upset because a coworker agian destroyed my work it took me so long to do while i was on my day off .. i have asked over and over to have her removed she was destroying things in the area and then never in the area always in the break room or not showing for work, l they said they cant fire her at the end cause our numbers were down to deal with her i coudlnt handle it .. she was drinking and just totaly out of controll i had went thru the stages of manegment for about two months or so my meomary is still not in tact yet .. as i was dealing with her there was a kid in the regester i he didnt want to listen to magement he had been sent home many times they were fed up with him then they told me to cover if he didnt stay in his spot i had my own job to do . and coudlnt baby sit a regester . i had maneger that was appointed to my area for about a year maybe not that long i had no mangement team for me i had to guess what i needed to do no one new the department this maneger never even worked with matress or even came over to see what there was to learn scence he was an applience maneger one day he came over and said i was to sell these display beds before he got back i think a week being there for two years i knew 10 or 12 display beds ay almost the new price of a new one were not going to sell that fast i told him that was a request that was impossible to fill he had me backed in a corner screeming at me and said i will i said sorry i cant .. after that is when i got sick and blacked out shortly i dont know what happend it felt like m y head was on fire i tried to leave before it got real bad i didnt feel right i told a manger that said i needed to go home no one was listing next thing i know i was wondering what happend and felt angry .. when i tried to say something it started all over again i can not account for day . theres alot more but i cant put all here last time i was there after my third attempt i think im not possitive on going back to work the old hr manger was trying to get me to do somthing she was told because of my health was off limits it was post tramatic sydrom disaorder and a trigger she said she dont understand and i could do oit any ways i pleaded begged got upset she still said i should i left hysterical and havnt been able to get better yet now i can get my pay check and i just want to get this behind me, i got repersentive at a voc rehab and have a counsler to help me with getting back to work and getting better im also going to have them help me to file a formal complaint and get reinbersed for my pain and suffering this company has put me thru i cant leave my room for very long cause i get so sick and paroniod that im out of my safty never been like this no one should have to feel that way over a carrer

My husband and I purchased the Sears Intuition vacuum in 2011, 3 years ago. We paid over $500 for it and thought we would have a vacuum for many years to come. Recently, my husband dropped the hose and the part by the elbow popped off. We were unable to pop it back on. I brought it down to the Sears Parts and Repair building in Melville, Ny. Shawn, a very courteous and helpful young man, thought one of the repairmen could just pop the part back on as I hadn't broken anything. He phoned me tonight to tell me that it would cost me $100 for labor. I am appalled. The hose fell out of my husband's hand from a distance of about a foot. $100! Nothing is broken. The vacuum cost over $500! I'm ashamed of Sears and will never purchase another product from you. We have been customers for over 40 years. With all the competition out there, you would think Sears would take better care of their customers.

7-23-14 Purchased Model [protected] Serial #C42330018 online. Del'd 7-29, leaked immediately, they replaced 2 days later. 9-4 1st repair visit - he diagnosed circuit board as "fried". Waited 10 days for part only to find he never ordered it. 9-19 2nd visit - repairman came & replaced board. 9-30 - 3rd visit (mach failed again) - repairman came, but was unable to repair. 10-8 - 4th visit - 34th repairman (George) came to repair machine which had failed again - he recalibrated circuit brd. 10-24 - 5th visit - mach failed again - repairman (George) returned & recalibrated board again. There's something inherently wrong w/ this machine. Repairman have told me to use only 1.5 TABLESPOONS of soap to avoid trouble. That's ridiculous as no one is going to use so little soap for a full load - but apparently their HE (high efficiency) machines reuse the same rinse water so little soap s/be used but that can't "break" a machine. Repairman (George) says this model has been in use over 5 yrs. I don't believe him. It's a Kenmore made by Whirlpool. This has been going on for 3 months now & it takes up to a wk to get them out here. They have refused to replace so far.

Last week we scheduled an appointment with Sears Canada appliance repair service to attend our home on October 22, 2014 to investigate and repair a Kenmore dual flame gas range. The repair person was to arrive sometime between 12:00 noon and 8:00 p.m. which required I take the time off work. I received a call just before they were scheduled to arrive indicated that they would have to reschedule as they could not locate a repair person. It is interesting that they did not feel this was in any way inappropriate, unprofessional and unacceptable. It is no wonder the company is struggling to survive. Their attitude and profound lack of customer service are of concern and one can only hope consumers will think carefully before purchasing much of anything from this company.

We purchased a sharp aquos tv in Juan 2012 and paid $349 for a 3 year extended warranty. We have purchased all our major appliances spat sears during the last ten years with no problem but this is just unconscionable! Within a short amount of time the Tv stopped working...black screen no picture or sound. We called sears who sent a. Tech who could not find the cause and performed a factory reset to "fix" the problem. Ok fora. Few months then same thing happened again. Same response. Couldn't find the cause so did another factory reset. Happened twice more after that and I finally decided enough was enough. Speaking with a lady in customer service department she apologized that we were having such problems with our $2500 purchase and reassured us that they would honor the warranty under repair or replacement but since we had only had 3 "fixes" to enable our tv to work, 4 are required in order for sears to replace an item under the category "lemon". So she sent out another tech who ordered a new mother board. Within ten days off replacing the motherboard the tv died again. We called sears once again and were told that the previous 3 "fixes" don't count under the extended warranty as no part was repaired or replaced! Fact is our tv died and was "fixed" repeatedly. Sears engages in egregious material misrepresentation of its extended warranty program...when they sell it to you they describe it as..." If it can't be "fixed" it will be replaced" but clearly that's a complete lie to encourage people to spend hundreds on a worthless warranty. So we have a tv which cost us $2500 which is dead ands til under warranty. Insultingly, they offered us a refund of $42 for the remainder of he warranty when we complained! Sears...we are done with you and your lies and Deceitful practices. I believe the state attorney general's office and department of insurance will take up our case because hey oversee warranty agreements. People need to report their complaints to these offices and hold sears accountable for deliberately misleading people.

I purchased from Sears an extended warranty plan on both a refrigerator ($220.00) and range ($195.00) with the Promise that if the extended warranty was not used it would then be refunded (in store credit) to me at the end of the warranty period. The
warranties expired September 4 & 5 of 2014 without being used. I called the number on my warranty agreement (they do not contact you) and it was agreed that I was to receive an in store credit Coupon(s) via the mail for the above
amounts. The only restriction stated was that I had to use both coupons within 90 days of the warranty expiry dates (December 4 & 5, 2014) and that no refunded difference would be given if the purchase was less than the value of
each coupon. Fair enough I thought. That was until the coupons arrived.

When the Coupons arrived it was quite clear, after reading each one carefully, that in order for me to use each coupon my purchase had to be twice the value of each coupon ($440.00 & $390.00). There were also now many other new conditions and restrictions placed stating that I can only purchase certain merchandise types. How about that?

I called the number given on the credit coupons to seek clarity and to allow Sears the opportunity to fix what they have clearly now broken. My concerns landed on deaf ears. I failed to convince them to see the error of their ways and was pleased when they stated that “THIS PHONE CALL IS BEEING RECORDED”. I laughed with my reply. “Yes I know for I am recording it”.

Fool me once, the jokes on you. Sears will not get the chance to fool me twice. My circle will be shopping elsewhere from now on. Learn from my experience or have your own. The choice is now yours.

Sears can reference Protection Agreement PA#[protected] & PA#[protected].

I've had a horrible experience with Sears that I feel people should be aware of. I've ordered online for years and this is the first problem I've had and it's been handling completely wrong and horribly. I've been polite, professional, and consistent to Sears yet I've been told that no managers are on staff, the manager is busy and will be for the rest of the day, the manager will call me in 2-3 hours (2 days ago-no call, shock right?), and then I've been put on mute for 4 1/2 minutes then hung up on...all by different "customer service" reps. Unacceptable that that is clearly the culture of Sears catalog order reps. I completed my order online (as I normally do) and Sears opted to substitute the pair of dress pants I ordered for something completely unlike anything I would ever wear (think maternity spandex...). It was not the same quality yet Sears charged me the same amount (even though the pants I purchased were 40% off regular price), and then sent them to me with no tags at all in a somewhat used and dirty condition so I can't return them to a store. I called immediately upon receiving them and have been trying since then to facilitate this return and refund, I even tried visiting "their" local catalog store which advised me that they're franchised and 100% commission based so they don't do returns because they lose money...professional service at it's best! It's great to know the culture that Sears breeds with it's franchises, personally I won't order from there if they couldn't even help me in my attempt to process a return. TWO customer service reps were supposed to organize UPS to come get them but that hasn't happened either. This is a horrible, HORRIBLE way to treat your customers, especially repeat customers that haven't even received the whole order yet. I'll definitely be returning the rest of the order I placed and will be looking for a refund for the substituted "pants" that Sears decided I would like more than the ones I ordered (can they even do that?)...as soon as I hear back from someone :/ Not happy.

I ordered a pair of shoes from sears.com. They didn't fit so I went in store to return them. On the packing slip it stated to bring in the merchandise, packing slip, and the card used for the purchase. I bring in those things and the girl at the returns counter couldn't locate my order with the order id on the packing slip. She did, I guess, a no receipt return and put the amount for the shoes on a gift card and said the amount could be returned from the gift card to my debit card it just needed a manager override. She than called a manager over, they were both very nice and he authorized it and she swiped my debit card to do the return. When she gave me my card back I was waiting on a receipt and I heard the manager telling her the receipt needed to be voided since the gift card was no longer valid. This made me uneasy since the card should have a balance of $0 since the amount should have been refunded to my account. I figured it would just be trashed or recycled like some retailers do. and the idea of "voiding a receipt" made me uneasy because at a few stores I've worked at. Voiding a receipt voids all transactions associated with it, including refunds. I don't work at sears though so maybe the system is different when it comes to that. When I asked for my copy of the receipt she insisted that she gave it to me even though she didn't. So she had the manager make a photocopy of the stores copy of the receipt.

Its been 5 days and I still haven't received a refund.

I will never shop at sears again. Warning - do not purchase appliances at sears.
My new dishwasher required a new motor after one year of use. Luckily i had purchased an extended warranty - i waited 6 weeks to have it repaired. Exactly one year later - guess what, my new dishwasher needs another new motor. Here i sit 5 weeks later without any service. My appointment for a technition to arrive to fix my dishwasher has been cancelled no less than 6 times. In addition, when i call their "satisfaction guaranteed 1 - 800 service number, i get peolpe in asia lying to me - yes, lying to me! They tell me the part is being shipped from montreal, then they tell me the part is in edmonton, then they tell me the part is in calgary. They promise to have the technition at my home on sept 18, 22, 25, oct 2, 8 14, 16, 17. They tell me they will call me back and they don't. Still no service. Today they gave me a local number to call for assistnace - guess what - the number is out of service. What a waste of my time and money. . What a fraudulant sham - and oh - by the way, after i sat on hold for 3 hours - yes 3 hours trying to get someone to fix my two year old dishwasher, 20 minutes later my phone rang and it was sears asking if i would like to extend my service warranty for my dryer! Why would i pay for a service i will never receive. . . Shame on you sears. You are a canadian embarrassment

I brought a Samsung Dishwasher from Sears with a Warranty in Sept 2012. When they were called to come out to repair it in June 2014 the repair blamed the problem on the user and without discussion canceled the warranty. Now the repair person who is the only person available from Sears refuses to come out to repair it even if we pay for it. So I am stuck with having to find someone from outside of Sears to do the repair which is not easy and also costly. I blame Sears for their incompetent service even when warranty was bought with the new machine.

I bought a washer from the local Sears store and asked for home delivery. I paid the bill and made a delivery date. On the scheduled delivery day, I called about 09:00 to make sure the delivery time since the original delivery time is from 12:00 to 17:00. I was told the washer has been loaded on the delivery truck and will be delivered to my home between 12:00 to 17:00. I have to leave work whole afternoon because they couldn't give me a narrow delivery window. I waited at home until 16:00, still no delivery. I called the delivery service center ask if there is any problem. The lady on the phone told me they can't find my washer where is and can't delivery to me. I told her I called this morning and was confirmed the washer had been loaded on the delivery truck. She told me the washer was loaded a day before but the driver could not find the washer on the truck on the delivery day morning. They found the washer missing in the morning and can't make the delivery, and no one bothered to call me. I asked foe explanation and when my washer will be delivered. The answer is they don't know. I asked to talk to the manager and was refused because the manager was busy on important things and he can only tell me the same thing. I kept insist talk to the manager, and got a promise that the manager will call me the same day. Nothing happened, no body called. I paid for my washer, I lost half day work waited at home. Up to now, I don't have my washer. The worst thing, no body from Sears called me to give an explanation or at least tell me when I can have the washer.

My LG fridge leaked on March 31 causing damage to my ceiling downstairs. I have an extended warranty on it but after dozens of emails, telephone calls, letters to the executive office my claim, for under $500 has still not been resolved. We have a local handyman who does jobs for us and apparently his handwritten invoice is not good enough. He felt so bad for us with all the hassles we have had, plus we are pensioners, that he has done the repair for us and not charged us. He was so upset with the way we have been dealt with.
NEVER USE SEARS, SEDGEWICK INSURANCE OR LG EVER AGAIN. TOTAL INCOMPETENCE FROM START TO...

“We don’t listen, we don’t have to, we’re Sears”

I won’t bore you with the details – you have your own stories to share. Just know from my experience Sears Customer Care, and My Sears, and Sears Executive Customer Service, it’s all the same. Don’t believe me? Write and see for yourself: [protected]@searshc.com. There is a number you need to insert after “service, ” any single digit will do. I have an accurate address that belongs to the one agent who actually had people skills and who genuinely tried to help. I think someone berated her for that orientation and she went MIA, never returning phone calls or emails. She was poised to help but every subsequent agent I talked to had a scripted agenda to deny my claim. I was told my former representative was out sick. I very much hope that she was not made ill by the corporate climate. In any event, do not believe the answering machine at [protected], (punch in any two digit number to get a rep), an OGM will tell you that you will hear from someone by 5:00 of that business day. Don’t count on it.
I would love to hear stories that are vastly different from my own. Like many Baby Boomers I grew up with Sears and there was a time the name stood for quality, value, and service.. Post your great experiences here and restore my faith. If not, feel free to cut, paste, and repost the contents of this message on the websites of your choice. Currently that is my plan. Generally, I would post my name but I am concerned that management in this case is a vindictive group. There are stories on the internet entertaining the idea of Amazon acquiring Sears. That could be a very good thing for Sear’s customer and possibly the company as well. Amazon’s customer service is near to perfect. By the way, I told an agent last night I promised to chronicle my experience with Sears and post it for other readers. “That is your prerogative, ” she said. As if we didn’t already know.

Ordered part for lawnmower from Sears Parts Direct. Website said the part was in stock, requested and paid for expedited delivery. Was notified that the part would be arriving in 3 days. When expected delivery date came (without part arriving), I checked order on website, which said it was back ordered, with expected shipment of August 13. On August 14, website still has same information. Called them, and after a 7 minute hold time was told that they had no way of knowing if the part shipped or not. I've found the part on Amazon, and will be ordering from that seller. If possible, avoid the Sears Part Direct for actually ordering. Use their website to find your part number, then search it online to find actual suppliers. Just my recommendation.

We purchased a washer and dryer with the extended service plan. This week, when the washer stopped working, I thought I was covered! Called Sears Appliance Service number. They said a repair company would call to schedule an appointment and fix the washer within 5 business days. Perfect, just what I expected.

On Tuesday, we receive a call back, sorry, we have no repair people in your area. You find someone to repair your washer, and we'll pay up to $150 for the call, and as long as they order the parts from us, we'll cover the parts. Well, if Sears does not have an appliance repair company under contract...how the heck do they expect me to find one? And why am I doing this if I paid for the extended warranty? They did not seem to comprehend that is the peace of mind I was expecting by shelling out a bit extra up front when we purchased the set.

So, the Nation Wide Service does not seem to apply to a community of 5, 000 people only 45 minutes from a town of 10, 000...and 3.5 hours from Edmonton, AB.

Be careful folks, you're not likely going to get what you paid for.

I purchased a sears kenmore elite 2014 and have had the same issues as others about a horrific smell coming from the back of the unit when the fan is running. I find it hard to believe that the handles and side color of my stainless steal refrigerator were seen as priority changes as apposed to the correction of this faulty drip tray...if that is the problem. I have washed out the tray twice and no sooner was I done the fan started and the smell was back again. This has been an ongoing problem since 2011... Who is responsible for quality control at Sears and why is this considered less relevant than a new color change. I am sharing my wows with all my friends and for sure future customers. Sears simply needs to stand behind its products or lets face it many "all American company's " be wary of you laurels.

Gmf [protected]@yahoo.com

I ordered several pairs of custom-cut blinds from Sears online. One set of blinds came without the hardware to attach it to the window. Sears told me they were unable to simply send me the hardware so I was forced to return the blind and order a new one. The blind with missing hardware was picked up by the shipping company June 2/14.
I received a call from Sears June 30/14 asking for the reason for return.
I called Sears today as I have still not received the refund. After a long wait and having to explain the issue to several people who seemed to have difficulty seeing basic information about the order ("Have you already returned the blind?"). I was told that Sears was still waiting for the warehouse to confirm they had received the returned blind. I was told they would send a "detail" to the "specialty team" dealing with my case. There was no way to contact this team directly. They could not tell me when this might be resolved.
Never again, Sears.

I always have my appliances covered under a Master Protection Agreement with Sears. In Feb/March of this year (2014) my contracts expired and I was not financially able to renew at that moment, but was able to do so on May 4. I placed 10 of my appliances/electronics under warranty (most of which had previously been under contract anyway). On June 17 I called Sears to ask for a service on my washing machine which was beginning to make a noise during the final spin cycle. On June 26 the technician came but immediately began complaining about the lack of space/room of where the washer was located. I told him we would have to move the washer away from the wall and away from the surrounding cabinetry and push it a few feet into a wider area in which he could work. HE NEVER EVEN OPENED THE WASHER DOOR, NOR DID HE DIAGNOSE THE PROBLEM. He kept complaining about the limited work space. I told him, "You don't even know what's wrong with the machine yet you are complaining about the work space?" So he asked what was wrong with it, and I explained about the noise it was making. He walked to the side to make a phone call. I could hear him asking someone to verify my warranty contract, and then he came back to me and said that since my contract was initiated in May, and we were now in mid-June, he could not honor the contract and it would have to be voided or cancelled. I could not believe what I was hearing. I requested the service call 45 days after initiating the contract. I placed all my appliances under contract, not just the washer. I kept arguing with him that it was absurd, and I insisted that he at least look at the washer to see what was wrong with it. He walked away once again and placed several calls. I heard him saying that my washer was "irreparable" and suggested that my contract be cancelled. A few minutes later he came to me with a printout from his portable computer and said, "Here is what will happen." He told me exactly what was reflected on the printout: that my contract was purchased in May, which means it will be voided and cancelled since we were only in the month of June. I responded with, "How can you do such a thing? On what grounds?" He said that it was the decision of Sears. I argued that I heard his conversation and I heard HIM telling them that the washer was irreparable and the contract should be cancelled. It was HIS suggestion because he did not want to move the washer and do the work. HE NEVER EVEN OPENED THE WASHER DOOR TO LOOK AT IT! As he walked out my front door, I asked him for his name, and he said "Hector Gonzalez." I immediately called Sears and reported what had happened. They said they would look into it. Three hours later I received a call from a local Service Dept supervisor who told me that the technician did not honor the repair because my contract had a 90-day elimination period and that the contract would not be voided. I said, "How can I have a 90-day elimination period on a 12-month contract? That's ridiculous!" She insisted that that was the end of the story and hung up on me. I called Customer Solutions again and complained about the supervisor's call. They told me that it was not true about the 90-day elimination period and told me I had a valid contract which was NOT being cancelled and they ordered that a technician come to my home again three days later. I had to stay home on this second occasion and waited all day long. No one came; no one called. At 3 pm I called Sears Customer Solutions. They said it seems that the Service Dept had cancelled the appointment and rescheduled for two days later, all without informing ME! So I had to take yet another day and sit home, and guess what? Yep. No one came, no one called. I called Customer Solutions and they told me it seems that my appointment had been cancelled by the very same Service Department. Now my case was being passed around from dept to dept as they began investigating. The Service Dept kept insisting that my contract was invalid and they were refusing to service me, yet Sears Corporate, through Customer Solutions, kept telling me my contract was valid and they rescheduled my service appointment yet one more time. Of course the Service Department cancelled that one too. I spent over one week calling Customer Solutions on a daily basis, sometimes on the phone for five hours at a time, trying to get this resolved, but no luck. One of the reps even read me the service tech's notes regarding his visit to my home, and he claims that the problem with my washer was a "pre-existing condition" so my contract should be voided based on that. And guess what? His name was not Hector Gonzalez, as he told me! He lied to me when I asked for his name! So now I am fighting with Sears Customer Solutions, trying to find out how a service tech can come to the conclusion that I had a pre-existing condition when he never even looked at the machine nor diagnosed it! He just did NOT want to do the work! At first the excuse was that I had recently taken out the warranty contract and I called too soon. Then it was that I had a 90-day elimination period. Then he said that my machine was old and not worth the money for Sears to repair it. Then, after Sears Corporate said that my contract was valid and the repair had to be made, the excuse was that it was a pre-existing condition. Now a Customer Solutions supervisor reads the notes of the tech stating that it was a pre-existing condition, and he says, "Oh, the tech says her problem is pre-existing, so we cannot honor the repair. Case closed." THE TECHNICIAN NEVER DIAGNOSED MY PROBLEM! HE NEVER LOOKED AT THE MACHINE! SO BASED ON WHAT IS IT PRE-EXISTING? WHAT IS THE DIAGNOSIS? WHAT IS WRONG WITH THE MACHINE? No one knows because no one ever checked it. IS THERE ANYONE IN SEARS WHO UNDERSTANDS THE GROSS NEGLIGENCE THAT IS HAPPENING HERE? THE TECHNICIAN LIED ABOUT HIS NAME; HE LIED ABOUT MY CONTRACT; HE LIED ABOUT THE ELIMINATION PERIOD; HE CAME TO MY HOME AND NEVER EVEN CHECKED THE MACHINE; HE COMPLAINED ABOUT HAVING TO WORK ON THE WASHER IN ITS PRESENT LOCATION, THAT THERE WAS LITTLE ROOM TO WORK; AND THEN HE CLAIMED IT WAS A PRE-EXISTING CONDITION WITHOUT LOOKING AT IT? I exhort Sears Corporate personnel or someone with authority to contact me to make this right, or else I will be talking to my attorney. THIS IS JUST NOT RIGHT! [protected]@gmail.com

I contracted with Sears to remodel my kitchen, install new dishwasher, microwave oven and garbage disposal in May, 2014. The appliances were delivered fine...working fine...the problem is the kitchen cabinets. The laminate install was door so poorly that there are huge air bubbles underneath the cabinets, chipped and broken edges, and on one cabinet there is a footprint where they stepped on it. I ordered cabinets without handles and now I cannot open the cabinets because they were not measured properly and I cannot get my fingers in the cabinet tops to open them. Four of the drawers have still not been delivered or the shelving for the new cabinets installed.The workers who installed this mess were definitely not interested in doing their job. They only worked until noon each day and then informed me they do not work Fridays. We will not even start on the back splash they installed...I will learn to live with that. But I do want my kitchen back. If it were possible, I would have the entire mess removed and go somewhere else to do the job. I will NEVER use Sears again. Be forewarned if you are considering a kitchen makeover.