Sears
Reviews and Complaints

In December of 2012, I purchased four new Goodyear Assurance Fuel Max tires for our little Ford Focus FX5. I just noticed about 3 weeks ago that there was a bubble on the side of on of the front tires. So we went to Sears and they supposedly ordered a new tires on June 3rd 2012 of which I would have to pay $79.22. We were going to a high school graduation in Wisconsin on June 12th. My grandson took two weeks off work to go with us. We got a call from Sears on June 6 saying our order was in. Assuming it was the tire my grandson went in on June 9th to get the tire replaced. Well there was no tire but they checked and it would be there on Monday or Tuesday. We have continued to check with promises that the tire was shipped. I finally went on Friday June 14th because it was supposed to be there but alas it wasn't. The tire had never been shipped from there warehouse in Washington. So we have now missed the graduation and my grandson has used up over a week of his vacation! I am furious. Plus, I was looking at the other front tire and it is showing wear around the edges. When I purchased the tires I paid for a front end alignment. Now I'm wondering if it was ever even aligned. I have called again today but the phone just rings and rings. So I called to speak to a store manage and the phone has been ringing for 14:43 as I write this. :( I will not purchase tires from Sears again. They have ruined our vacation and my confidence in them.

Sears decided to close their hardware store in Vernon that was next door to a K-Mart. Supposedly K-Mart would carry all the same items, they do not, not even close. I needed a replacement mower blade for my lawn mower I bought from Sears Hardware Store 7 years ago. I went to K-Mart and they only sold generic multi mower blades, not the specific blade for my mower. I also look to buy different types of tools all the time and now have to go to Home Depot or Lowe's (who are also basically next to each other) for tools. Going to the mall to see if the Sears store would have what I want is so inconvenient along with not having the specialty store. I have only gone to a Sears store once since they closed their hardware store and cant say i would go there again. I am getting ready to remodel my kitchen and looking for a new stove and sink, guess it will be Home Depot or Lowe's.

Dear Sir/Madam:
I bought some staffs and paid by cash to saleswoman for the first time in sears company located in Steels near Don mills In Toronto.
She asked me whether I would like to have sears master card and then she issued and after a while I received the card. However, I received an statement showing that I have to pay that money (again) !. Unfortunately, I dont have the recite with myself, but if you check the recites of that branch for the day that I bought staffs, you will find out that I paid (as I mentioned that it was the first time I bought somethings when the sears financial card was issued) . It was in Feb. 2013, my statement start from 13th Feb 2013, my card number is [protected] and my name is Vahid Kianifar.
I am looking forward to hearing from you soon.
Sincerely yours, Vahid Kianifar

On Wednesday, April 17, 2013 we met with Terry R., a Sears representative, in order to purchase a garage door and have it installed. We agreed to purchase the door and my husband, Daniel, used his card to pay for it, Mr R.informed us that it was approved and that the door should be ready in a week.
Two weeks passed and we did not hear from Mr.R. On Wednesday, April 24, we decided to call Sears and see what progress was being made. My husband spoke to a supervisor named Sara, who informed him that only $1000 of the $1900 cost of the garage door was covered.
She claimed someone called his cell phone and left a message, he has no record of a phone call or a message on his cell phone. Also, Sears has our home phone number, and they did not call our home. He told her that the door had to be canceled because he does not have $900 to supplement the cost of the door. She informed him that the door was ordered, and he would have to pay for it. He informed her that the door should not have been ordered without letting us know that Wells Fargo did not cover the entire amount of the purchase.
He then got in touch with Terry R., the rep, who claimed he sent an email. Apparently, the email went into my husband's Spam folder, and he did not see it. Terry also has access to our cell and home number, and did not use any of these methods to contact us, leaving us unaware of the money shortage.He informed my husband that the day he gave our information to Sears, "it was out of his hands."
After getting nowhere with Terry, my husband contacted Ed, the Sears regional manager. He said there was nothing he could do about it because the agreement was signed and the door was on its way. He stated that the door was a special order door and no one else would want it. My husband told him that he had $1, 000 and we had no door. He responded that if he sold the door, we could get our money back.
We then sent a complaint letter to Sears. We received a response (email) from Kyle W at the sears Holding Corporation after 72 hours. Kyle told us to contact the same garage company we are having the issue with.
I emailed Kyle and asked him to please reread the email to better understand the situation. This was on May 6. We have received no response to this email as yet.
We contacted the BBB, who then contacted Sears. All they said was, “You can’t cancel your contract”, ignoring the circumstances that transpired. They have taken no responsibility for the actions of their employers, none!

What a ripoff!
Took our car as air conditioner was not cooling, the foreman at Sears assured us that they will perform a leak test, fix it and then refill with gas. Foreman also assured us all works have a warranty of 6 months and if anything happens just come by and they will take care of it. We paid $124.99 for this.
Well, weather has been great for 3 weeks after that so we did not use air conditioner till late last week when we found out that the air conditioner was not cooling, so we were not worried as we have a warranty, right?
So we went by the same Sears shop less than a month since they performed what is supposed to be warranted for 6 months and were shocked by the foreman response as soon as we showed him their invoice carrying the warranty, "We can not fix everything, you need to take your car to the agency! our technician is not in now, come back in the afternoon but we do not think he can fix it you better go to the agency!" and similar excuses.
When we came back in the afternoon, same foreman said to come back tomorrow morning as tech is not there now.

We and you we think got the message, Sears had no intention to honor their warranty.

Why did Sears assured us of a) No leaks found, when evidently there was. b) having a warranty when they are trained what to say to not honor it.
Save yourselves the hussle, heartache and money, do not bother with Sears so called Auto Centers.

I can't express enough the professionalism of Luis Casals and Javier Molero at the Sanford Sears Auto Center. It was Memorial Day and I took my car in for an alignment. When the alignment was completed, Luis came over to me and told me my car's air shocks weren't working. It was an hour before closing and I couldn't drive my car home like that and I lived over 50 miles away. Luis graciously offered to take my wife and I home and said it would be repaired tomorrow free. I was picked up by Javier the next day and taken to the Sears Auto Center where my car was already repaired at no charge. It was unbelievable!

I am so happy sears is going under! They mailed my warranty refund to the wrong address and someone cashed the check will not send me my $349.99 so happy all of those nasty customer service people will be out of a job! There is payback!

Malfunctioning new refrigerator after 11 months in use. Major part repairs and still not working. 8 days so far. Sears refusing to return product without at least 4 problem repair calls. 40 year customer lost over this issue. Spent $3500 on refrigerator, 5 year maintenance agreement, delivery and installation.

Well it happened.. the front load washer started making a bumping noise when spinning and bits of plastic started showing up in the wash. So we think no problem we have the Master Protection Agreement that we have paid for 7 years to keep in under warranty. Call Sears to request the repair today 5/14/2013 and are told the first available service date is 6/11/2013. Don't know what world Sears lives in but normal folks can't go almost a whole month without washing clothes. This is unacceptable service, Sears you are losing customers because of this. We have several items under this Master Protection Agreement and are paying a lot of money each year for this protection. We won't happen again, fool me once shame on you..
My advice if you are considering buying from Sears or their Warranty service DON'T.

Under Sears Master Protection Agreement, I had maintained and serviced a Craftsman garage door opener. Recently, this opener malfunctioned and the reverse mechanism failed to detect resistance while the garage door was opening. In fact, the garage door opener opened the garage door with such force that it pulled out the hardware attached to garage door and further damaged the door. Sears was notified of this incident. However, Sears took no action to immediately replace the defective garage door opener which was fully covered under Sears Master Agreement. Additionally, Sears took no action to repair or replace the garage door and the opener. Instead, it assigned my claim to its contractor, Sedgwick. Meanwhile, the garage remained unusable for a month while Sears and its management gave me the runaround. Ultimately, I paid close to $1000 to replace the garage door. I have been variety of appliances covered under the Sears Master Protection for over 15 years. However, Sears failed to provide protection when the protection was needed. Sears sold a protection plan with no intention of providing that service. I would no think twice about purchasing anything from Sears. My matter is far from resolution as Sears failed to pay for the damage caused by its Craftsman garage door opener.

I bought a a/c system from sears and they installed it. The first year and a half it worked good. Then the air started getting warmer but being we were almost through the season we chalked it up to the air outside being cooler. The next year we called Sears to have service take a look at it because the air was not cool at all. They came after missing the first two apts and it was low on coolent/refrigerant . The rest of the year was fine. The next year it all happened again. Missed apts and low on coolent. I requested dye to be put in the system to see if there was a leak they agreed but did not have the tools to complete it. They stated a date to return and did but again did not have the correct valve and stated it would take a week to get. A week later the came and did the dye. They stated they would be back within the week to check it. Three weeks later they came back and found nothing other than I was low on coolent again. They refilled and left. I must add all this was free but it should be expected seeing it was only a two year old system which was apparently not installed properly. So here we are the next year and the system will not even start. This is clearly not acceptable. I believe I have been very patient and understanding. I am making an apt now but they are telling me because it is out of warenty I have to pay. I am at wits end at this point trying to just get what I originally paid for.

Without proper notice, the Fredericksburg Sears portrait studio closed so I am unable to get the copy of all my pictures taken previously. I had to save money to order the rest of them and now I find out they are closed forever and no hopes of ever getting my pictures. I called the corporate office and the lady was nice to send me a waiver to print my pictures. I just want the rest of my pictures. Why can't the company that was taking the pictures give everything to Sears, ect. the albums or at least go back and put them online for a couple of months so everyone can get them. These pictures may not mean anything to some people but to some people, they truly mean alot. This is not Sears' fault but the company that was producing the pictures and taking the portraits...UUUUGGGGGHHHHHHH

I ordered a set of mattresses from sears for 341.57, they scheduled a time for delivery 12-2 on April 3rd, They never came so I called back and they said there was an error at the warehouse they could not send the mattresses because of an error. This layaway took me 6 weeks to pay for and then no mattresses. So I said I'm disappointed just send me a refund. Its been over 20 days no refund no mattresses. I have talked to 32 sears operators all make promises to update me, email me or call me. I have yet to receive any emails or calls. Most of the operators I spoke to could barely speak English and they kept saying I'm sorry over and over and over. I think I am going to have to hire a lawyer to get my money back, I'm at my wits end.

In October of 2010 we bought a side by side Kenmore from our local store in Farmington. Until April of 2011 it worked just fine. But at that time we started to notice a very thick coating of ice on the far left side of items in the freezer. I couldn't get my husband to look at the freezer until the coating of ice made it difficult to open his ice cream. When he did find the problem it turned out that the plastic ice cube tray in the ice-maker was warped and allowed water to flow out of the ice cube tray and down the left side of the freezer.
The repair part should have been a replacement of the plastic ice cube tray. It was not. In order to fix the problem we had to replace the entire ice-maker.The customer service person I talked with was very nice and managed to get her manager to authorize a $30 discount on the ice-maker but I still had to pay much more than seemed reasonable.
I generally only buy appliances from Sears but the cost of getting a replacement plastic ice cube tray has convinced me that Lowe's will be my destination when I need to replace my aging appliances.

I was a NYC sears appliance tech, over 11 years from [protected], first half was good training, I can fix anything,  Sears even had sent me to Chicago for advanced troubleshooting. But sears is very much divided with themselves,  routing, managers, customers, techs against one another, I seen managers
hate and quit their job,  technicians have no time to finish they route, 10 or 12 calls per day, half time just for driving, we must con and scam customers to buy washer magic solution and hurry up and get out to next customer, sears don't care about how much money techs bring in for fixing machines, only how many customers they get too, fast,  I'm now very satisfied that I don't work there anymore, I collected unemployment insurance for 2 years,
I still talk to my fellow techs. They
hate their jobs, I feel bad for them,
one tech died in customers house
other techs getting injured and sick,
new techs don't know what to do,
The genecide of sears imploding themselves.   

I received a gift certificate from a family member to sears portrait and was unable to take pictures and recently found out they shut down and so Im out of 164 dollars and I called customer service and they told me to go down to SearS and talk to one of the customer service and have them Call the manager and he told me they couldn't do anything about it couldn't give my money back because they do not have anything to do with their portrait because the money went to SearS poand couldn't even get me Store credit! do I get my money back?

This complaint is in regards to Sears Repair Services. The first week of April 2013 I called Sears repair services to schedule an appointment for a preventive maintenance service check on my Kenmore washer and dryer. I was quoted by "John" a price of $39.99 for the service on the dryer and $75.00 for the service on the washer. The total came to $114.99. This was acceptable to me so I went ahead and made the appointment for April 11, 2013. The timeframe that they gave me for when they would arrive at my house was between 1 and 5. "John" gave me a confirmation number and a day before the appointment Sears automated system called to confirm the appointment. On the day of the appointment at 4:45 Sears automated system called to say that they were running behind schedule, but that they would still be coming out to perform the service scheduled. At 5:15 "Daryl", the actual repair technician called to inform me that he could not honor the price that I was quoted the previous week by the Sears Repair call center. He quoted me a total price of $184.99. I informed him that this was unacceptable to me since that is not the price that I was quoted on this confirmed appointment. He then said that he had to call his supervisor and would call me back. Within a few minutes he did in fact call me back to say that he could not come out and that he would have to cancel my appointment because they could not honor the price that I was given. I asked him to have his supervisor to call me or to give me the supervisor's number. He declined saying that his supervisor went home for the day. BUYER BEWARE: I took off from work and waited all afternoon to have Sears call me 15 minutes after the scheduled appointment time, not to apologize for being late, but to cancel the appointment because they could not honor the price that I was quoted by their own call center.

Dear mr. Mario,
Thank you for your interest in my concerns. As previously stated, I believe the dispute with my contract originates from the contractor's error in his bid. The price he quoted me includes work that is clearly outlined and indicated in the contract wording. He now insists that the bid does not include some of the work that we agreed on. I cannot understand how this can be disputed. Nonetheless, he now declares that he has essentially underbid by $3000.00 after we have signed the contract, and I have paid a down payment. Work has not yet begun. It is my contention that he must honor the contract as outlined, or I must have the option of rescinding with a full refund of my down payment. I could not have agreed on the price he now insists upon, and would never have signed a contract for this new amount. It is simply not financially feasible for me.
My hope is that sears will honor this contract, as I have always been thoroughly satisfied with sears products and services. Never have I had a problem with any purchase. I have remained a loyal customer for this reason. I will be heartily disappointed if my relationship with sears comes to an end in this manner.
My job number is [protected]. The phone number associated with the contract is [protected]. I can be contacted at [protected]@yahoo.com
I will look forward to your response,
Marisa storke
P. S. Noted below is an email I received from t. Hawkins where he is asking me for an additional $3000 to correct his mistake, as I read his email below.
Hi marisa,
You are correct. It is stated on the contract and that is why I sent this contract change authorization.
For clarification: the edge treatment we agreed upon that goes around the whole counter top will remain unchanged. The coving is where the back splash meets the counter top and I mistakenly selected it while we were going through the contract.
I am sorry for not being more specific on the last email.
Thomas hawkins
209.912.8437

I initiated an online layaways on 3/42013 and paid via MC $75.55 for the first payment. On 3/17/13, two days before the 2nd installment was due, I logged into my Sears account and was unable to make a payment, I waited two days and tried again, still unable to make a payment. Contacted Sears. Com and was told to wait 5 business days after the due date when the payment was OFFICIALLY late and then I would be able to make a payment. THAT DIDN'T HAPPEN. Called sears.com back and was referred to my local Sears store who referred me back to Sears.com since the layaway was initiated online. Called Sears.com back who called the store while i was on the phone, who stated they had no record of layaway. OH MY GOD. I'M GETTING A HEADACHE. Called Sears back on 3/28 spoke to Marjorie/mgr for online solutions. Marjorie aagreed to submit request to cancel layaway and refund full amount of $75.55. States that request would take 4-5 business days to process. CALLED Sears.com today (4/10/13) and was told by Trixie(really...not her name I'm sure) ANOTHER MANAGER, that request submitted on 3/28/13 was not completed because treadmill has not reached the store. WHAT THE F#@!K is going on. Does anyone at Sears.comhave brains. PLEASE, PLEASE, PLEASE CANCEL MY LAYAWAY CONTRACT AND REFUND MY $75.55 PAYMENT.!

I have a nice Whirlpool washer model #WTW4950XW0 serial #C10632599 that was purchased on May 7, 2011. It stopped working & had to have repair work done on December, 2011 (about 6 1/2 months from the purchase) and now again March 20, 2013 it has stopped working again. I did NOT buy the extended warranty - after all - I have a NEW washer - & it should last years without need of repair - wishful thinking! I contacted the local Hometown store here in Waynesboro, MS - where I might add, I purchased a dryer, this washer, a Samsung range, a Bosch dishwasher, and a freezer, & most recently a nice big tool box. The first 4 appliances were purchased within a year & a half - anyway - I called the local store, & spoke with Kathy, the manager, (she is always the one we talk with & conduct our business with) I told her the problem & asked her if there was a reset on these machines & that we didn't purchase the extended warranty because after all the washer is practically new, she gave me a number to call & quickly got off the phone. It was a non-working telephone number - so I thought maybe the washer just needed a reset & I looked up a number for Whirlpool to see if a technician could help me & tell me if there might be something I could check - they were no help with anything. So I contacted Kathy (again) at our local "hometown" sears store & she pretty much just blew me off like it wasn't her problem & said "they" couldn't help me but gave me another number - last purchase ever from our "hometown" store. They should learn compassion & service AFTER the sale. I called the new number - by this time I am really unhappy with this product. After a couple of transfers & calls they agree to SELL me a 'one year service agreement' for $224.95. (Which I paid - still in shock that a washer less than 2 years old needs another repair) One year unlimited service calls unless the repair goes over $500 & at that time they would issue me a voucher for $500 to purchase a new washer @ sears. They set up the service call for March 28 - 8 days from the date I was finally able to talk to someone (I started my calls on 03/20/2013). It was explained to me they couldn't have anyone here before that date because they ONLY come to this area on Thursdays but they would arrive between 8 & 5 on the 28th. I questioned about the repair & whether they would have everything they needed to repair my washer & was told the repairman would have 'everything' he needed on the truck. He arrived (& is probably one of your best assets at this point) and began his determination of the problem. About an hour later he informs me he has to ORDER the part & it will ship directly to my home. He gave me instructions to call if it arrived on Tuesday or Wednesday so they could get my service call on the schedule for Thursday & then says - well 'they' have opened the whole second week of April for service calls & we discussed the company changing their 'Thursday only' policy. He also gave me two telephone numbers one to call in & establish a case on this product & another to call when the part arrived. I did call - I expressed how disappointed I am at having a new washer in need of repair twice in less than 2 years. She said all the generic things anyone in customer service would say - but said as soon as the part came in to call & gave me ANOTHER telephone number & said if the part possibly came in on Tuesday (which wasn't likely) they could send repair on Thursday. Well the part came in on Tuesday, April 2, 2013. At this point I've been without a washer for 12 days - good thing it is only me & my husband living here. I called the last number given @ 2:15 pm on 04/02/2103 & was told it would be Monday, 04/08/2013, before they could send someone - almost 3 weeks from when the washer stopped working! I was pleading for service because after all - they told me they come to this area on Thursdays & they told me if I called in & told them the part arrived on Tuesday they would get the technician here by Thursday. They said all the same junk about "so sorry, nothing we can do" & gave me ANOTHER number. I called it - Pensacola, FL - talked with a female receptionist & she transferred me to a gentleman & I explained I need this repaired as soon as possible - I have to pack on Monday to leave for 6 days & I have a ton of laundry by now. He sounded aggravated (I definitely know the feeling) and said he would contact the serviceman to try to make it happen & he would definitely call me back a little later & let me know about coming Thursday - I was so grateful & kept telling him thank you so much for helping me - that was 2:15 - Didn't get the call back. - I haven't heard a word from him since. No call back, no appointment, nothing. I did however, call again - same number in Pensacola, FL the receptionist transferred me to a nice female named Jolene. I again explained my problem & she told me they have me down for service on Monday! Totally ridiculous! She did say she would try to get routing to send a technician on Thursday (tomorrow) & said she will call me back. She never called back, however i did hear from Wayne on 04/03/2013. He said he contacted routing & they should be herr Thursday if not he would let me know & it would be Monday morning first on the list so they would definitely be here @ 8 am. Truth be told - I have lost faith in any of them returning a call. Thursday came - no repairman - so Friday morning I AGAIN call & talked w/Wayne. He told me they (routing/repair) didn't let him know they didn't come but he definitely had me down for 1st service call of the day on Monday, 04/08/2013 AND if they were not here by 10 or 15 minutes after 8 to call him. So imagine my lack of surprise when no repairman arrived by 8 or 8:30 or 9 or 10. I did call & after letting the number ring after about 15 or 20 times the receptionist answered at which time I requested to speak to Wayne & when she transferred me to Jolene (who never returned my call from a week ago) - so I ask for Wayne - again to be told he is busy & do I want to hold & I said yes. Wayne answered quickly & at this point he knows me by my first name! He seemed surprised repair wasn't here said he would check & call back. He did - said he told routing that apparently they don't read their notes & they had moved my service call to 3:30 but he had again asked the repairman to re-route to arrive here next. At this point I am losing my 3rd day in less than 3 weeks - waiting. This is completely disgusting. Another day wasted on waiting for repair on a washer leas than 2 years old. I have always believed in shopping at home. And I have always believed in Sears & the products they sell & most importantly their service after the sale. But this experience has changed all of that. We purchased 4 major appliances in less than a year and a half - from you - and we don't make a lot of money - our income is minimal - but we are done. We won't ever purchase Whirlpool appliances again & we won't shop Sears. The kind of 'pass the buck' we have experienced has done us in. We will drive 60 miles north to Lowe's & purchase any new appliance (they price match) AND pay only $109 for a 5 year service agreement for all parts & labor. Your company is only as good as the service you provide after the consumer has purchased a product from you. And your company is lacking in compassion, dedication to their customers, and training. Every person I talked with told me a different story. Now - you may delete this, or laugh about it, or roll your eyes, or even make a derogatory comment out loud or under your breath - but it won't change the fact you have lost a customer. And if I was a betting person I would imagine you have lost many over the past few years because of customer service. I hope you use this letter as a way to better train your employees to better serve your customers. But for me - I'm done. I just needed an honest answer and a product I spent hard earned money on to be serviced in a timely manner. Epic failure. Tandi Fontenot