Sears
Reviews and Complaints

On September 3, I travelled for over an hour to purchase a tractor at the Cupey, Puerto Rico store. No one helped us to clarify doubts. When we finally decide to purchase the tractor the store's communication or online service was unavailable, we waited for a couple of hours to see if the system would return, without any luck. After 4 hours waiting at the store, they decided to reserve the item until Monday, September 5, since this was a holiday weekend (Labor Day). During our wait, we asked several times for the manager, who never showed up. We asked what was wrong with the system, the Store Rep said that the manager was trying to find out but he never came back with any information. So they reserved the tractor and took our personal information in order to contact us the next day, IF the system returned, and we were informed that there was a sale/promo during the Labor Day weekend, no interest for 12 months, and/or an additional 5% off the purchase. On Sunday, September 4, I called the store around noon (since they never called us) and they confirmed that the system was back online. So again, we asked a friend to lend us his pickup truck, filled the tank, paid all the tolls and after an hour we arrived to the Cupey Store. Everything was fine, until we were ready to make the payment...when the system was offline again. After about an hour of waiting (by the way the manager "left" to check what was going on with the system and did not returned), I decided to call the customer service number on the back of my sears card, there I spoke with Amanda and explained the whole ordeal we were going through for the past two days...which were: 1-The store reps were in a bad mood, we were told we either buy the item cash or leave because the system was offline. 2-The manager was always out of the store "checking" what happened to the system, and returned to answers our questions after hours, only to say he would go "again" to check what was wrong, but never came with an answer. At one point we tried to talk to him, but he was disrespectful, mean, and not in the mood to speak with us, or anyone else. 3- The system finally came back after 4pm on Sunday, we began our transaction and I requested the 12 month promo, the sales rep said it did not apply, therefore I requested the 5%, she also insisted it did not apply to our purchase, so I asked her to check, and the sales rep next to her said that the 5% did apply on purchases over $300. They began to argue in front of us because they "understood" different things. The rep finally called the store Manager Angel Bermudez, who never answered, so she contacted the manager's assistant Pedro Santiago, and he clarified that the 5% did apply. 4-During Labor Day weekend, there was only one employee working at the Delivery Area, although the store was full. 5-We couldn't take the tractor because NO ONE knew where the key was, after a while they just took the key off another tractor that was at the delivery area, waiting for someone else to pick it up.
I've been a client for over 20 years, and in that time I have never been through a situation like this. Unfortunately, the people that work at the Cupey Store, in Puerto Rico does not care if they make a sale or not, if the client is satisfied, they are not customer service oriented. In various occasions they told us to go home and come back later, they were not concerned that we live over an hour away from the store, no one bothered to call and let us know the system was back online, etc. etc. etc. I hope someone addresses this issue, because I am certain that this is not the first time this happens, I wasn't the only client not satisfied with the way we were treated, however, I doubt that anyone else will make a formal complaint. Please, feel free to contact me for more details.

Executive complaint department:
I have been trying to file a complaint with Sears’s home delivery and service department now going on the better part of a month and a half. I had a warranty on a treadmill purchased through Sears back in 2005. When it finally came time that the treadmill needed to be replaced a service tech was sent out to my home three times. It was on the third time that the treadmill was finally deemed non replaceable. I was given store credit and went to purchase another model. I did so and was told I had to wait a week and a half for the delivery. The treadmill was delivered and was poorly set up. The frame was not tight and the belt was completely loose and the service men did not test the treadmill before leaving. So I went back to the store and had a 2 hour conversation with a sales rep that could not get a manager to respond and so the resolution was "we will send out another treadmill". They did send out another treadmill and yet again the same issue. The belt was off centered. So I have been calling and have spoken with Jason unit#24201 who advised me that my first complaint was not addressed yet from the first delivery. He was of no assistance and proceeded to hang up on us after refusing to escalate the call to a higher division. I then went into the North Attleboro MA store and spoke with the Store General Manager Judith Gaulin, who advised me that there was nothing that Sears could do for me and that they had done their due diligence by upholding their warranty. I explained that I could see this to be true if I was in fact a working treadmill that was delivered to me in place of the original one but it was not. So after leaving the store with zero satisfaction and no resolution I called and spoke with Mark unit# 82015 who attempted to call NordicTrack and he explained to me that when he identified himself he was disconnected. He then transferred me to Customer Solutions where is spoke with Milan unit#9911. She made attempts at resolving my issue but again was unable to come to a solution other than calling Nordic Track herself. I explained to her that I have already done this and am waiting for them to call me back to come and service the brand new treadmill. So at this point in time my complaint basically is how disgusted I am with the lack of customer service over the phone, in the store, and with the delivery and service departments. Sears sent me a broken product two times and refuses to take responsibility for this. I have spent 6 days over the course of a month and a half waiting for both a tech or home delivery person and countless hours on the phone with representatives to get a resolution. Today is September 10th and I am without a functional treadmill and have yet to get a resolution. I would like to be contacted immediately.

Below is the following time like with receipt information regarding service and delivery:

Sears # 0007670 on July 22, 2011 Tech ID: 0614487 Service order [protected] came to my house to service the old treadmill. A part was ordered. Nothing was done to the treadmill.

Sears came out again 2 weeks later to install the part. Was not given a receipt.

Sears# 0007670 on Aug 23, 2011 Tech ID# 0614487 Service order [protected] came to my home and realized after placing calls to other techs that the treadmill needed to be replaced.

On August 24, 2011 I went into the store with the credit and purchased a new treadmill. To be delivered to my house on 09/02/11.

On 09/02/2011 Sears home delivery came and delivered and assembled my new treadmill. They did no test the treadmill prior to leaving my home. After the left my house I went to run on it and realized the frame was not fastened correctly and the belt was completely off centered. I called back Sears immediately to have them send back the delivery men and they could not do that. They said they would send out the home delivery guys again the next day!

On 09/03/2011 Sears came back out. They looked at the belt and deemed the treadmill defective. They set up to have another treadmill delivered on 09/09/2011.

On 09/09/2011 Sears came at 5:20pm and took apart the week old broken treadmill and assembled the new treadmill. The same issue with the belt occurred. It was off centered. They clearly stated that they cannot fix the issue. And they left.
On 09/10/2001 I have spoken with Mark Unit# 82015, Jason Unit#24201, Milan Unit# 9911 given a reference # 730670 and have gotten no resolution.
I will never shop at Sears again. I have done everything in my power to ensure that none of my clients, friends or family shop here. I have told everyone and anyone about my experience with Sears. I have also filed a complaint with the BBB. The simple fact that I cannot get anyone to take ownership of the issue and come to a resolution baffles me. So today 09/10/2011 I still have a broken treadmill in my home.

If you sign up for Sears Kmart unlimited free standard shipping; they promise you 30 days of free trial.

However I just received an email today that luckily I just read from Sears
stating that "Your ShipVantage Membership will Auto Renew in 15 days"'. Luckily I read
the body of the email where at the end it says if you want to cancel ShipVantage you have to do it
at least 5 days before your shipvantage renewal date. Just another Sears Kmart scam;
they promise you 30 days but in reality you only have 25 days to cancel. They design their processes so they can take advantage of customers.

Of course when you signed up for shipvantage they failed to inform you and clearly disclose that you had to cancel within 25 days; they only tell you later buried in the body of an email and hope you will not notice.

I have a Sears HVAC unit that is covered under a Master Protection Agreement. It has been broke now for over a month after 5 visits and numerous cancellations from SEARS technicians. I would not recommend a SEARS warranty or their home repair services to anyone. They have dropped the ball by not showing up on designated days or times, not shipping a motor that was promised, and not even being able to find my account sometimes when I call. For a company that has been around for a very long time, they certainly have not perfected the system of customer service or repairs! I will never make a major purchase from SEARS again!

I ordered 2 Sylvania 7in mini tablets from Sears/Kmart on Sunday 08/28/11. I requested 2 day shipping. I received the package today Wednesday 08/31/11 from UPS. I opened the box and saw only 1 tablet in it. I immediately called Sears/Kmart at [protected] and spoke with one service rep after 20 minutes of holding advised that a claim number would have to be submitted to UPS to investigate the problem further. The rep went on to ask if the box hand been broken stepped on, etc. I advised the rep the box HAD NOT OBVIOUSLY been tampered with. The rep went on to advise that they would have to investigate with UPS further and provided me with a UPS tracking number EVEN after I advise them it didn't look like the courier service had anything to do with Sears/Kmart fulfilling the product. After a few rounds I was transferred to a case manager by the name of Christine who not only was rude on the phone but after awhile hung up the phone after I had been waiting for over 30 mins for her to investigate with whomever our missing product. I called back and spoke with another case manager by the name of Renisha whom advised that she would check who gave us the whole spill of a 5-7 wait time before we could receive our money back or the even another product. Needless to say I will NEVER order anything else through Sears nor Kmart because their protocol & their customer service is piss poor and I will be glad when they go out of business!

I have a Sears recliner that the handle to make it recline has broken off. I went to the Sears store and was given a phone number to call and ask for the furniture medic. I was able to finally speak with a person and she said she would have the medic call me back the following day. That was 2 weeks ago. I have been trying since to reach Sears by phone but have not been able to. I need to know if this handle can be fixed and where and how to do that.

I am sending this email in regards to Order # [protected]. The reason I would like to return this item is because this item isn’t the item I purchased. Per another Sears’s representative, it is my understanding that an error was made by the Sears representative (Andy). I went to Sears to purchase a DVD/VHS recorder. Andy informed me that the store no longer had the item I wanted, but he could order it for me online. When I received the package, I was surprised to find that that the item I received did not match the item I originally wanted to purchase. In order to resolve this I have made several attempts: I tried to return the package to Sears Department store. I talked to several case management representatives (Maria Brown, April, Zack, Robin, to name a few). However, the issue has not been resolved nor have I a received a return slip (postal paid slip) or credit card adjustment. Per Sears electronic store I was told that since this package was an on line purchase, I needed to return it via the on-line return address. But how is this possible when there was no return receipt in the package? I feel that because there was no return receipt within the package and the lack of attention I’m receiving, I’m being force to keep a purchase I didn’t order. Therefore, this should require immediate attention, because I feel that I shouldn’t be forced to pay for something I didn’t order. Please explain why I have not received an honest attempt from a Sears representative to fix this error. Please reply back to this email with your response, ASAP.

Sincerely, Rita Kimbrough

Rita Kimbrough
Operations Representative
Legal Paper Processing
1 HSBC Center, 12th Floor
Buffalo, NY 14203
Ph# [protected]
Fax# [protected]
Rita.S.[protected]@us.hsbc.com

Sears current flyer advertises sale on Levolor shades, received with my newspaper yesterday. Flyer is also viewable on-line on the Sears website, with info that product is not available on-line, must 'see the store'. I called the phone number on the flyer, and was informed that no service is available to my postal code (?), so was transferred to catalogue sales, who said they couldn't help me without a 'number starting with 'R' (catalogue no?)'. The in-store clerk told me that Sears doesn't carry shades in the store, must go to catalogue sales, where the clerk couldn't find the flyer and told me to go home and get the number and call back...same 'R' number referred to above that isn't printed on the flyer! Bottom line: TOTAL CONFUSION AT SEARS. I will be ordering my shade on-line from a competent web-store, probably at a better price, certainly 200% easier. SEARS SUCKS!

I have been buying Sears Kenmore vacuum cleaners since 1989 because I love how long they have lasted and how great they work...but...within the past 10 years they have been going way down hill in quality. The most recent 4 yes 4 vacuums I have purchase have been terrible! I cannot even beging to type all of the problems I have had with them. The canister is soooooo small on my newest one! The bag they give me for it doesn't fit and the plastic scales on the lid keep puncturing hole it them. They get half full and the have to replace them! Some only get about 1/16 full before i notice a hole and have to throw it away! Sears, please start making a bag that fits. I have many Sears appliances but I really do not want to purchase anything else from Sears anymore.

Ever deal with a big corporation that shuttles you from department to department and everyone is really nice, but nothing gets done about your problem and finally after a few weeks and some hours online and/or on the phone you simply get tired and start adding up how much of your time is wasted? I am realizing that Sears is one of those companies (also AT&T but that’s another story). I bought a set of mattresses at Sears in December and my husband and I both tried them out in the store. He was out of town for 6 weeks unexpectedly and when we were finally able to try them at home, they sagged badly, even though they did not sag in the store.

We were waking up really achy! We are average or under-average weight. I called the store several times-no answer. So I emailed customer service and got a nice response and eventually (over several days) they told me someone would contact me. Never happened so I email back and they give me a number to call (this is after a week) and so I call and they want to give me a new mattress and I say, no, I am not willing to try another one like this after this one performs so badly.

I would like store credit. But of course they can’t help and I call the store and they finally answer and say they will call back but no, they don’t ever call back and in the meantime we are sore and achy and trying to figure out what to do– I called today and asked for contact info for the regional manager and they say they don’t have that. So everyone is friendly, but nothing is happening and now I have to buy more mattresses and I’ve just lost almost $800. on these. I will never buy anything at Sears again.

I’m done. Seriously. And though I used to tell folks to shop there for appliances, now I say, don’t do it! Find a place with good customer service. Stay away from Sears!

In July of 2009 we purchased this dryer. Less than a month after purchasing we had a clunking noise. Service guy came out and found snaps from my sons onsies - never again did I put the onsies in there. In July of 2010 the heat stopped working. Some repair guy came out and opened it up and who knows what he did as he did not explain ... but the dryer then worked. When the repair guy was at our home we mentioned that clothing and various items get caught in the front part of the dryer - he explained this was common and he would order a part to correct it. He indicated he would call us and return to install the part. The repair guy never returned. Warranty ended and we gave up. 1 year later - We rec'ved a call from a Sears warranty person about another appliance and we unloaded our dissatisfaction on him. He indicated that he could see the part was ordered and gave us a number to follow up. We left a message at that number and heard nothing. We tried calling Sears and after 10 numbers we reached someone who heard our story and apologized and made an appointment time for a service guy to come out. The next day we received a call from a woman from Sears who immediately escalated the conversation and starting yelling at me. It was so bizarre. There was no hello, how are you. We need to discuss this situation. It was an instant attack. I told her it was my understanding the situation was resolved. After listening to her verbal attack I insisted on hearing from her supervisor and have yet to hear again from Sears. What a disappointment. Who pays $1000 for an appliance expecting it to last 10 years only to find out it is a piece of crap that eats clothes and the company that sells it could care less.

When is Sears going to go bankrupt again?

Stock is already tanking

Their "blue ribbon" customer service is a joke

Their systems don't work and their customer service is abismal

Their processes are slow and inadequate

Competitors like Best Buy and Walmart have a grand time competing against Sears and its inept management

I have always been a long standing customer of Sears products and repair services. But, that ends today. I am writing because I have reached my boiling point with their Appliance Repair Services Division. Specifically the Mid California Service District in Fresno, CA.
Sears Repair Services has failed to make scheduled appointment times on numerous occasions for repair of our Hotpoint refrigerator ice maker and has not properly diagnosed/repaired existing problem with the unit. Since Jan 2017 we have called 5 times for repair on the same problem. The problem has not been diagnosed properly or repaired adequately and still exists today. Customer Service is non-existent. Sears has failed to meet the 4 hour window for appointment times 4X in the past 8 months. Scheduled service dates include: 1/11/11 (late for appt), 1/18/11 (late for appt), 1/28/11, 5/16/11, 8/17/11 (no show), 8/18/11( cancelled by Sears - no technician available). I live in a triving community of 1MM+ residents, how can there not be one technician available to make the appt which was rescheduled from the day before because of a no show. Enough already. There should be a lemon law in place for the unit which appears not to be repairable or their technicians are not trained properly to diagnose and repair the problem permanently. Their customer service is the worst I've seen. My calls to Sears seem to fall on deaf ears. I have already taken action and have filed a complaint with Attorney General's office in So Cal. to look into this matter further. I will also be filing a complaint with the BBB and sending off a letter to Sears Sr. Management. I work in the customer service industry, if my company operated like Sears we would no longer be in business. Signed, Very, Very Dissatisfied Customer.

dont ever pay cash over 3000$. i did for a zero turn mower with a 3 year warranty. big mistake. they stop selling this piece of ### after one year! it was leaking oil so we took off and put sealer around the valve cover to stop the oil leak. thats all. it was only six months old. one year later it started blowing oil all over the motor starting at the fuel pump. there tec told me warranty was no good now since we put a little sealer around the valve cover. tec said we did the right thing and it was just fine but since they didnt do it warranty was no good. he also said it was WORST type mower SEARS EVER SOLD AND THEY NO LONGER SELL THIS MODEL AFTER ONE YEAR. sorry no good theifs mf. if it had been on a credit card i would DUMPPED IT RIGHT IN THERE PARKING LOT. SORRY ###. WATCH OUT FOR THERE BULL ### LIES!

we purchased a new stove and refridgerator and when it was delivered the delivery men did not take time to put cardboard or anything down to protect my floor and put ridges in my industrial linolieum.I contacted sears several times and also the trucking company sears hired to deliever and get nothing but the run around.I couldnt find the phone number for the trucking co. today so I tried calling sears in mount vernon il and no one wanted to help me.Everytime i call sears I get the run around..In the past I spoke to a memeber of management named Ryan and he told me to call back if the trucking co. wouldnt do anything and he would send this complaint through corporate.Well I tried to do that this afternoon and got no where.Please look at our credit history and see how much money we spend in sears..If this is not resolved soon I will have to go to small claims court to get something done or speak to my attorney for his advise.I just purchased my kitchen floor in January and didnt expect to have it ruined by your employees..Please contact me ASAP..Thank you Donna Newcomb phone [protected]

I am very upset! I had a recall notice on an aircompressor. I brought it in and was told it had to be shipped to be fixed and that it would be 2 weeks. After two weeks I went in and was told it wasn't done. I received a call saying they didn't know when it would be done. A few weeks later I received another call saying I could pick it up at my local store. I drove to the store and was told it was at the warehouse which was closed but they could ship it to the store. I drove to town again (4th time) and picked it up. Got it home now it doesn't work at all. (It worked fine before the recall fix). I was told to bring it back. Every trip to town is an hour of my time plus $8.00 in gas. There is no way I can afford to continue to do this. I needed my aircompressor today. I cannot have it shipped away for two more months. I figure this free recall fix has now cost me $64 in time plus $32 in gas equalling $96. I could have almost bought a new aircompressor already for this.

I purchased a microwave oven from Sears about 2 years ago. Due to poor construction, and thru normal use, the dorr handle began to separate from the face of the door. I had the extended warranty and called Sears. Sears determined that they could not fix the microwave due to the fact that they could not get the part and gave me a credit (pro-rated) to use towards a new microwave. This is now the 2nd time they have done this in a 4 year period with my microwave since it seems that they do not stock parts for their own Kenmore microwaves. I went to the store and this time I picked out a Sharp microwave, paid the extra money and purchased the extended warranty. They gave me a delivery date of 7/21/11, and confirmed that date the night before. I took a day off of work and sat and waited. They never showed up, and when I called they said - oops - sorry - the manufacturer didn't deliver it to us. I made such a stink about it, that I was contacted by their "corporate office" and Roy (an agent for Sears) said he would personally take responsibility and get me the delivery. So it was rescheduled again for delivery on 8/12/11. Again, it was confirmed and when i spoke to Roy I asked if Sears had the microwave physically in its posession. Roy said yes. So again I took a day off of work and sat and waited. Then i get a phone call from Sears that - oops - the manufacturer didn't deliver it to their warehouse. I've lost 2 days of work and I've been without a microwave now for 2 months. I've read all the other horror stories out there about Sears, and yes, it is impossible to get past their drones that they call customer service to get to someone in authority who actually cares about you the customer. THEY REALLY JUST DON'T CARE. It truly is time for them to go out of business, or be put out of business. They refuse to give me my money back - saying I have to spend the credit with them, but I would rather die than take another Kenmore product into my home.