Sears
Reviews and Complaints

Just want to warn people about Sears service Dept.(AUTO) Wilmington N.C, I went to Sears was going to let them change my oil in my BMW until when i asked the person(male) to check my oil in my car, his response was that the only way he could check the oil was to drain all the oil out! Im not that stupid you dont drain the oil out to check it. So tell me where do you find these people? No telling what they would have done if i had actually let them change the oil maybe take the engine out for an oil change. Unreal! So i hope this information will be usefull to others. Thank you Susan

I bought a Sears Kenmore Elite Trio Fridge Mfg in 2007, M/N# 795.[protected] bought new in November 2008 and got a one year warranty, of course it was after that that I started seeing the light on at night through the french doors, The Lights were causing the refrigerator to get warm, so I took the one of the bulbs out and that seemed to work, well now its to the point the lights stays on longer and I'm not totaly sure if it was a bad switch or the control board, Sears had replace free of charge some units but not mine even though I have the same problem as the others, then they told me I had to pay to fix it, what a bunch of bull.

I bought today a zero turn rider model 247.28933 . i drove 4 hrs to get it . the lawn mower make 2 noises 1 is the motor. the second is i dont know to me it sounds like gears are grinding. the second noise is louder than the motor. When i called to ask question i just got passed from one person to another. i got no answers. is this normal. when i call a different store they wouldnt answer my question. when i tried to set up a apptment. they tell me it well cost me if their is nothing wrong. i dont know if their something wrong i just know that ive never heard a lawmower that is this loud and with 2 complete noises. when i asked about returning it i still cant get a straight answer. WHAT CAN I DO

I live in boca raton, florida. i telephoned your boca store and your hialeah store. Nobody could
help me. A charge on 4/19 for 388.37 appeared on my bank of america credit card statement.
To my knowledge, I did not make this charge. Please remove it from my account. I would
appreciate a response after your investigation. My name is Margaret A Slivka. Thank you.a8524

I went into the Sears store located in Lynchburg, VA to look into purchasing a dishwasher. I found the one I liked the best and talked to one of the sales guys that was working and he was really helpful and told me a lot about it. So that evening on March 13th I went on Sears.com to purchase the dishwasher. In about a week the dishwasher was delivered to my house. I called and scheduled an installer through Sears and when he came he could not complete the installation because the model dishwasher that I purchased was not made to fit in my kitchen set up. I was not aware of this Issue when purchasing this dishwasher, seems like the sales man would have mentioned this since only two models are made this way – Samsung and Bosh. He told me all I had to do was find a different dishwasher that was made with an open bottom and let Sears know which one I would like and they would order it and install it free of charge.
I went back to the store, the manager was really rude and told me that he could not handle anything at the store and I had to call Sears.com. The store manager kept telling me that the installer didn’t know what they were talking about and that he had to pay “his” employees to do another install.
I called the 1-800 number several times and finally placed another order and I thought all was fine. I was told that I was making a “swap”. I called a few days after to check the status and there was no record of the order, it just never happened.
My fiancé spent a whole morning (4hours) on the phone with Sears.com being transferred and hung up on. Someone would tell him to hold on and he would be connected to someone that had no clue what they were talking about and didn’t know the issue we were having.
Finally Trevor spoke with a manager in Lynchburg and she said that everything was straightened out and I would have a new dishwasher soon. Also she said that the extra charge would be taken off soon as the Samsung (wrong dishwasher) was returned.
Over the next month I received 3 different calls from the delivery department wanting to schedule a delivery and the second and third person said that they had no record about the first person calling. This went on and on for weeks. Finally I was told I would get my dishwasher at the end of April. I got a call from someone at Sears.com telling me that it was inconvenient for my installer to pick up my dishwasher in Ohio, well I guess so I am in Virginia. It was supposed to be delivered here in Lynchburg, VA, I told her, and she said she would fix it but it would take longer to arrive. Well duh!
A week later I get an email that says that my dishwasher is ready to be picked up in Indiana! I don’t know how it made it there!
After being so frustrated I posed some things of Facebook. No one would talk to me. Store managers would not return our calls, there was no one that would help I was stuck. Finally I was put in touch with Dee with Sears Media Department. She looked into everything and was the one to finally get the dishwasher to Lynchburg and it was finally installed in May.
Now I am trying to get a $450.00 charge off my credit card from the Samsung Dishwasher that was returned to Sears and after weeks of phone calls Dee finally tells me that there is no record of me paying that $450 and that it was done as a “swap”. My credit card statements have the charge!
It seems like the only way I get a phone call is when I post something negative on Facebook. I am still out of $450 and no one will give me my money back! I have spent hours on the phone and get nowhere.

This is the E-mail I sent to the Complaints board about the grill I bought from Sears and what happened, when I brought it home in the back of by truck. I feel it is unsafe to have this grill assembled to transport it, because of what happened to me transporting it home. The last correspondence I sent to Monica I asked for her Supervisors name so I could write to that person and I never received a reply from Monica. Is this how Sears works if someone doesn't agree with your response you just stop communication say your sorry and that is the end of it. I am looking for a refund on this grill and I will have to keeping trying until I get a better answer.
Maybe I will have to go to the attorney general or the better business burro. Maybe I should just put a sign on the grill and place it outside the Sears Store saying this is what can happen when they assemble you grill. Its junk anyway what do I care at this point, especially when Sears doesn't seam to care.

Ronald Hawkinson
16190 Quality Trail N Scandia, MN
[protected]
[protected]@frontiernet.net

Dear Ronald Hawkinson,

Thank you for your recent correspondence. We are always interested in
hearing from our customers. We apologize for any inconvenience you may
have encountered with the grill.

At this time, we must stand behind the store?s decisions in this matter.
We apologize for the inconvenience.

Again, please accept our apology for any inconvenience you may have
encountered. We appreciate your business and value you as a Sears
Holdings customer. We certainly hope you will continue to make Sears
Holdings your choice for quality and value.

Sincerely,
Monica W,
Retail Customer Care
Sears Holdings Corporation

Original Message Follows:
------------------------

Name: Ronald Hawkinson | Address: 16190 Quality Trail N | City:
Scandia | State: MN | Zip: 55073 | Country: United State | Day
Phone: [protected] | Evening Phone: [protected] | Email:
[protected]@frontiernet.net | Comments: I purchased a gas grill #2071
16656 at the
Sears store in the Maplewood MN Mall on 4/30/11 Sales Check #
[protected]. I was told there was free assembly and they would put the
grill in the back of my truck when I came to pick it up. I received a
call on Monday May 1st that my grill was ready to pick up. What I wasn't
told was how top heavy these grills are and by having them assembled at
the store there was a good chance that it could blow out of the back of
the truck when transporting it home standing up. I went to Sears on
Tuesday 5/3/11 around 4:30 pm to pick up my assembled grill. When the
warehouse men brought it out to my truck they asked if I wanted it
standing up or laying down. I said standing up thinking that way it
would not get scratched. They put the grill in my truck and they took
all the loose parts out and owners manual out of the grill gave them to
me and left. I put double bungee cords around the grill to the hold
downs on my truck box thinking this would hold the grill in place and it
was not enough. I did not realize the grill was so top heavy the cords
would slip down the grill would tip over and fly out of my truck on to
highway 36. I was lucky no one hit the grill and I wasn't hit by a car
when retrieving the grill off the highway. A nice young man stopped to
help me lift it back into the truck. When I got home I called the store
and told the department manager what happened and that I was very upset
and I wanted to return the grill and he told me once they put the grill
in my truck it is up to me to properly tie it down and bring it home,
they are no longer responsible for what happens after that point. I
said you should tell customers what can happen with these grills and how
unstable they are. I could have been hit by a car trying to retrieve the
grill off the highway of someone could have hit the grill. If I would
have realized how unstable these grills are and what could happened I
would have left it in the box and put it together when I got it home. I
also asked to talk to the store general manager and he said he would not
be back until Thursday. On my Bill it says Satisfaction Guaranteed or
your money back. I am not Satisfied and I do what my money back.

Ronald Hawkinson

I still have the grill and am willing to bring it back anytime. That should be enough proof.

I bought a 50 inch TV 3 months ago. The TV was a reconditioned TV. The sales person assured me that it would be as good as new due to the fact that it has new parts. about a month after we broght the TV home we started to notice little lines on the screen, now there are more lines and VERY noticable. We took the TV back to Sears. The return department took the TV and gave me a slip, stating that I had to take the slip to electronics and I could either get a return or a replacement.
I gave the salesperson who sold us the TV the slip. He kind of looked at it and told us that we could NOT have a replacement or refund. I explained that the return department accepted the TV and gave me the slip and that I did not want my money back just a TV that worked right. I was told that the return department did not know what they were doing, and there was nothing that could be done to help me. I asked to speak to his supervisor.He walked away to get her.

The salesperson and Store director stood talking to each other in plain view for about 10 min. before she walked over to me.
Zandra was VERY RUDE! She did not even want to listen to ANYTHING I had to say. She told me that there was nothing they could do at the store to help me. Then threatened to have mall security escort me out. I asked for her supervisors phone number, which she did not give me but an 800 number.
I had to go back to returns and get the TV .I drove an hour for this!
If I had wanted to buy junk I would have gone to the swap meet! I thought SEARS would have a little better quality merchendise.
I work in a grocery store and that is one of the MOST important duties that I have. Providing good Customer Service is NOT an option! but a MUST. If it weren't for the customers I would not have a job. Even if there was nothing that ZANDRA could have done, she could have offered to help me by setting up an appointment time to fix the TV.
I think SEARS need to retrain there store directors and maybe teach them some manners to. I for one will NEVER buy any high dollar items there again, to bad for SEARS because I am remodeling and am in need of a refridgerator, more TV's, stove, and washer and dryer. :p

Order battery Order #960004 Part # 424010 on 5/11/2010. Wanted to cancel 30 minutes later and was told I could not cancel. the computer wouldn't not allow. I was told to call back after receiving the package to obtain and
Return Authoriation. Called 5/16/2010 to obtain Return authorization and we were given the address
for returning but no authorization number. Called again the same day and we were told a Return authorization would be emailed to us within 30 minutes. DID NOT RECEIVE! Called again on 5/17/2010 and we were told it would take, at least, 24 hours to receive a Return Authorization by email. STILL HAVE NOT RECEIVED. We were also told it would cost us $5.93 for return postage BECAUSE YOU COULD NOT CANCEL 30 MINUTES AFTER PLACING THE ORDER.
This is 5/18/2010 and we still do not have a RETURN AUTHORIZATION. We spoke to Maddi, Lanita, Kelsey, then Colandra except when we tried to call the same person, no one knew them. We just purchased today a new Garage Door Opener and would have purchsed again from Sears but after this CUSTOMER SERVICE. I DO NOT INTEND TO PURCHASE FROM THEM AGAIN. ADDITIONAL INFO. ON PKG. [protected] 12 DEPT. 98 DIV. 098 SUB DIV. 071 STORE NO. 7701 ORDER NUMBER E960004 CUST ORDER. CAUDI

I bought a hammer drill for aprox. $70 on aug. 28.2010. The variable speed in the trigger is not working, It's all on forward, or all on reverse. No in between.
When I tried to exchange it they told me my 90 days were up. Well if Sears only has 90 days on tools, ...good bye Sears. I may as well shop else where.
I know I won't be back unless they do right by me. I only used that drill maybe 6 times. To drill a wood hole... not concrete or as a hammer drill as yet. Geeesh
Already it's junk. As an electrician, if i did my job as many "service" people do theirs...I'd have killed someone. This sure is a sorry state of affairs for a Viet Nam vet and a retired fortune 500 company employee to have to endure in America. I'm pissed.

I am a employee at sears who recently got hired ... Let me tell you a little bit about this unorganized store!
I was scheduled to work in the childrens department as a MCA what ever that is? Well anyways they had me working in all departments for days just starting not knowing where anything is. I finished my computer training and everything ended up not likeing the kids department because of it not being organized! Well anyway currently the store has no head manager and the store is a mess they exspected me to cover one whole department alone! just starting it hasnt been a month yet im not even comfortable yet. This was the mens department by the way... anyways i applied to be a cashier endeed up a mca out of nowwhere... THIS STORE IS HORRIBLE PROOMISED 20 HOURS AND DONT EVEN HAVE HALF OF IT! SEARS DANBURY IS CRAP AND I WANNA QUIT BUT I FEEL LIKE THERE TRYING TO MAKE ME QUIT WANTING ME TO WORK EXTRA FOR NO MONEY AGAINST THE LAW FIRST OFF TRYING TO SAY I DONT TAKE A BREAK WHEN I DO AGAINST THE LAW! THEY NEED MANAGEMENT BECUASE WHO EVER IS TEMPORARY IS DOING A POOR JOB!
THEY ARE TRYING TO USE BE AND ABUSE ME IVE GOT CUT ON THERE CHEAP EQUIPMENT OVER THREE TIME THE STOOR IS HOT IT HAS NO AIR CONDITIONER ALL U HEAR IS CUSTOMERS COMPLAING ABOUT THE HEAT ALL DAY LONG THEY HAVE NO MONEY TO PAY PEOPLE TO WORK BUT YET THEY KEEP HIRING WHERE THEY DO THAT AT?

I was ordering 4 mattresses online from sears when a chat associate popped up and asked if I needed assistance. I proceeded to ask questions and place my order through him. He gave me the price with tax and delivery. I asked if that was the final price. He said yes, it was the total charge and I gave my credit card info to him (Stan) through the chat window. I had never done this before and will never again. When my confirmation email came, the price was $30 higher than he told me. I called to ask why and what happened and was told that he has misinformed me. How is this possible? Can a company just decide to charge a different price after you have agreed and given out your credit card info? I would advise people to stay away from SEARS. I know I will.

Having a nice quiet evening cooking dinner on this 5 burner Kenmore Gas-Glass Top stove and then bam the glass top exploded into thousands of pieces with glass shards flying as much as 8 feet away! What a shock! The stove works but the glass deck is gone... never heard of anything like this. A visit to the nearby Sears left me with no answers... or help. What to do?

Very Poor Scheduling and Communications With Customer.
We purchased a washing machine from Sears, Pineville, NC. Also purchased the extended warranty. We recently needed a service technician to come out and troubleshoot a problem. We called, got an appointment, and my wife took 1/2-day of vacation to meet the technician. He showed up, analyzed the problem, ordered parts, the parts were shipped to our house, and then came time to get Sears (A&E Factory Service) back out to complete the repair. Good grief! Everything went bad from that point forward. Short version: they scheduled a return date, my wife took another 1/2-day of vacation to meet the technician, they sent an automated confirmation voicemail to ensure that everything was on schedule, they never showed up, they never called, they rescheduled for another day without any notice, and my wife lost 1/2-day of vacation and production at her job.

We tried calling the Sears customer support number. What a completly worthless exercise in frustraion that was. They were like talking to a parrot. They obviously cannot do anything except read a computer screen. They have no ability to affect any local action. They left me "on hold" until the line went dead.

We finally accepted the fact that we were stuck with the rescheduled appointment. My wife scheduled another 1/2-day of vacation for that date. We checked the automated service and they confirmed the appointment. The very day of the new appointment my wife called the line when she got home and they confirmed that "your technician will be there shortly." But they never did show up and they never called.

But we were a bit more proactive this day. We both started calling every number we had related to Sears. Somehow, by some accident of fate we got a live person at the Sears, Pineville, NC store (Large appliance department)(An appliance sales person). That person was good enough to make some calls for us. That person somehow got in touch with somebody in Raleigh, NC that scheduled a technician for the next day (Saturday). Today is that Saturday and the technician is here as I type.

Sears is seriously ill in this department. My parents filled their houses with Sears appliances all during their lives. I have always purchases Sears appliances since my first home purchased in 1982. However, no more. (That is a real shame)

It seems that now I will have to shop Home Depot, Lowes, HH Gregg, and every other big-box retailer to get my best deal. No matter who I buy from, it will be A&E Factory Service that supports the warranty and extended warranty.

2011 = the death of customer service for large appliances.

Sears Home Services, formerly Home Central (botched roofing specialists), is their new name. Don't be fooled by a name change. It's the same crowd who botched up my roofing, with the same lousy attitude. They can change the name but until they improve their performance and make good on the mess they made at my home, I still see them as a bunch of crooks.

See what they did to me:

http://www.youtube.com/watch?v=wawPUUCukfc

You'll get a brief diagnosis of the problem, they order parts, charge you in full — and cancel each appointment after they should have arrived. We had bob, technician #2055 come on april 15th to fix our craftsman riding mower. He ordered parts, charged us $370.79 and promised to return on april 22 between 8 am-5 pm to replace the carburator. My husband, who is a bank executive, took the day off. He received an automated call that the service had been rescheduled for the following thursday, april 28 between 8 am-12 pm. He took the morning off. No one came. He left at 1:00 pm and called customer service. Who told him it was cancelled because they are waiting on parts. The parts were mailed to our house and received on monday april 18th. He informed them, explained the inconvenience they have caused and the expense of taking time off to be here. They were apathetic and said they could come may 2nd. "do we have to be here?" we queried, "absolutely" was the reply. May 2nd was impossible for one of us to be home, so we agreed on may 5th between 1pm-5 pm. I took today off work, I do not have personal time and the cost of this day off is $210. So here I sit. I called customer service to confirm the appointment since no one showed, again. It has been moved to tomorrow morning between 8am-12 pm.

I have an extended, 3 year warranty on my Craftsman riding lawn mower by Sears. I have had a Sears repairman out 5 times to repair problems on the mower. Right now, I have several problems again: 1) sometimes will not turn over or start for several times before it finally starts 2) mower blade sometimes will not engage when the lever is engaged 3) sometimes the mower dies when the blade is engaged 4) the cutting deck will not stay level 5) right now, the mower will not go forward or backwards at all. I have talked with the Sears area manager twice. The last time was Wednesday, April 27. He promised to get back with me ASAP concerning replacing the mower and also paying for the times I have had to hire someone to mow my lawn. I am a patient man; however, this is not the way to do business. I am convinced the mower is a bad product and I would like my money back or a new mower.

I purchased a Schwinn exercise bike three years ago. Also purchased the extended warranty. When the
warranty came up for renewal this year, I renewed it. Had a need for a service call in March, 2011. They ordered replacement parts which as of May 3, 2011 were still on backorder. Was told they would replace bike if repair could not be made. Discovered today when I took my authorization number for the replacement to Sears, they only will replace $300 toward an exercise bike. I paid almost $500 for the bike plus purchasing the warranty for a total of almost $700 at time of purchase. There was no manager there to speak with, and I waited for more than an hour while I thought a manager was out to lunch. Sat in the department while employees were all around, none of whom seemed the least bit interested in assisting me in solving my problem. I will never ever do business with Sears again, nor will I ever purchase a warranty contract which is totally worthless in my opinion. Interestingly, while I was waiting, I was approached by a salesperson wanting to sell something for my home. SERIOUSLY?