Sears
reviews and complaints

The dryer we have now a Kenmore HE3 had a fire within in it and so we ordered a new washer and dryer. A month later, We are currently on delivery #7, which was still was incorrect, and we do not have an operable dryer. Between each scheduled delivery we were never a priority. We could not receive next day delivery and had to wait several days in between each failed delivery. Almost a month ago we ordered a washer and dryer. Delivery #1- we were told the associate sold us a dryer that did not have "right side vent" although the associate said it was. We went back to Sears and ordered the correct machine, Delivery #2- washer broken was broken. We did not accept delivery and did not accept delivery. Delivery #3-dryer came without right side vent. It came rear vent and did not accept delivery. Delivery #4- dryer came rear vent. We purchased right side vent and did not accept delivery. Delivery #5-dryer came rear vent. We purchased right side vent. (We were assured next delivery would be correct as Sears manager and delivery were paying special attention to our account) Delivery #6-Dryer came left side vent and did not accept delivery. We were also told washer would not fit in the location of our laundry machine as the matching washer was too deep. We had a contractor come to our house and modify the area of the washing machine and dryer on a Saturday so our next delivery (#7) on Sunday the machine would fit properly., Delivery #7- After being almost an hour late with the delivery, man said the washer door was broken. We told him we would take the dryer to be delivered and installed and have Sears come back with the washer. He said OK, had delivery service call us to verify we would accept only the dryer to be delivered. He then packed up his truck and left our house! Sears claims they had no way to reach him, and we would have to wait 2 days to get back on the schedule. This is truly the most disgusting display of customer service I have EVER witnessed. I have never seen such a lack of integrity from CSRs or delivery men. SHAME ON SEARS DELIVERY

The Right door closed by itself for 3 years no problem - then one day it would no longer close by itself, and when I manually closed it, if Left door was opened and closed the right door would pop open. Called Sears and tech came and stated all he could do was elevate front of the fridge and hoped gravity would keep door closed. Waste of time - Right door still popped open when left door was pushed close. Self google web search found Center Hinge needed to be replaced, which is located on the lower corner of the French door. Here is the part needed for the Right French door. AEH36821902 http://www.searspartsdirect.com/kenmore-elite-refrigerator-parts/AEH36821902/0046/795/model-79571043010/0583/0161000.html or http://www.searspartsdirect.com/model-part/79571043010/0583/0161000/F1004050/00005.html Don't take lame excuse from Sears that 'Nothing else can be done to fix door".

I ordered a toolbox on Black Friday. I received an email telling me to pick up the item at the nearest Sears, 30 miles away on Dec 6. I borrowed a vehicle and drove there only to be told it wasn't there. I called Sears.com and was told an investigation would be done and wait 24 hrs for an email. I called again on 12/10 and was told to wait on an email but to appease me for my troubles, UPS would deliver. 12/19 I called again. Told a further investigation would be done, wait for an email. I have yet to get an answer, a toolbox or my $117 refunded. I can promise you that I will never shop at Sears again and will also inform my family and friends of their unethical business practices.

I placed an order for a pre-lit tree and ornaments for the office per my boss and right when I clicked the submit button Boss tells me he doesn't want to pay that price for those items so I immediately clicked on Customer Service Chat. I gave the order # and explained my dilemma and was told he cancelled the order and I would receive an email within 24 hours to confirm. (I printed Chat Transcript just in case) 24 hours later I receive an email that says YOUR ORDER HAS SHIPPED! So I contact Customer Service Chat again and this time a different rep tells me "once the order is placed we do not have any option to cancel the order" so now I flip. This one tells me to refuse the shipment or take it to a local sears to return it and I'll receive a refund back on the card I used. So I ask for the HQ address and number and was told "as a chat representative we do not have any option for the corporation HQ address" (Again printed chat transcript). I called complaint dept but this guy only handles service complaints. So he said I can write to HQ which I am.

I have been shopping at Sears for over 50 years. I have purchased my Craftsman tools and toolboxes along with other items including clothing from various Sears stores. I purchased a Craftsman air compressor, model 919.153090 from the West Covina Fashion Plaza Sears store in West Covina, CA on [protected]. Over time the compressor developed a leak and would not hold pressure after it reached 150 psi. Recently it would not reach 150 psi and ran continually. Knowing the reputation of Craftsman products I took my compressor in its original box with all the attachments to the Sears store at 5261 Arlington Avenue, Riverside, CA 92504. I contacted the tool manager and advised him of the problem. My intention was to possibly exchange the compressor or at least be told where I could have it repaired. The manager gave me a 1-800 number to call and told me to give the salescheck number to the operator. He did not offer any other assistance. I called1-[protected] and after a brief time I spoke to a woman named Linbsay. I gave her the information contained on my receipt including the salescheck number. She put me on hold and when she came back, she said she could not find the salescheck number. She further stated she dealt only with on-line sales. She told me to take the compressor to a Sears’s tool manager at a Sears’s store. I told her I had just done that and that I was in the parking lot of the Sears store in Riverside, CA. She apologized and during our conversation she told me 3 more times to take the compressor to a tool manager for assistance and 3 times I reiterated that I had done that. She put me on hold again and after over 8 minutes, came back and gave me another 1-800 to call for repairs. Communication with Linbsay was difficult. I called [protected]. A mechanical voice answered and asked me to explain the problem. I did, and the voice said, “Sorry, I didn’t quite get that” or words to that effect. I finally spoke to a live person named Paula. Paula asked for my zip code and put me on hold. I was then connected to another mechanical voice that asked to explain the problem. After approximately 7 minutes, my frustration peaked and I hung up. On Sunday, 12-13-15, I received a call from [protected] and spoke to "Grimes". He was absolutely of no help. All he did was give me another 1-800 number to call. I called the 1-800 number and was connected to a mechanical voice. Still no help I am quite dissatisfied with the customer service I have received from Sears. Any assistance you can offer me will be appreciated. Thank you for you consideration in this matter.

I kept getting emails from Sears saying I had $25 in surprise points so I finally decided to use them. While trying to place an order online the points would not show up so I called Sears and was told I did have these points and I could place the order on the phone. I ended up ordering 3 different shirts, a pair of slacks and a pair of PJs for my Grandson's Christmas gift and had them shipped directly to him in another state. I purchased $35 worth to avoid a shipping fee. It took about an hour to make the order... I should have read the writing on the wall then and not ordered! About 5 to 10 minutes later I get a confirmation email for the order. The slacks were not ordered at all. They also had ordered 2 of one shirt and another shirt was sent to the correct street address but wrong state! I immediately called and was told there wasn't anything they could do about it. They said once the order is placed it's unstoppable. They knew they made the mistakes but it was now MY problem. The shirt that was sent to the wrong state would probably be sent back to them and if it was I could contact them for a refund. If I wanted the slacks I would need to pay full shipping rates on them and the 2 shirts just alike? Go stand in line at the store and get my money back! So much for the ease of shopping online. Since that time I have spent hours on the phone and chat trying to just get the shirt that was sent to the wrong state shipped out correctly but they will not do that. They want me to order it and pay as much for shipping as the shirt costs and trust them to refund the shipping fee. Ha! I was told once they were crediting my card for the full amount of the shirt but after waiting a week they credited me .78 cents and put the rest in an online account I can use. It's funny the PJs were only given a 3 cent discount but the shirt they mailed incorrectly was credited almost completely. I could go on about all the things they said they would do but didn't, how totally uncaring they are, etc. but I'm fed up! Let them keep the $7. They must need it. I will never, ever, buy another item from them. EVER!

On 14th december 2015, i, shahina prasla writing this letter to inform the board of sears canada. Employers at sears treated very unlawful and misbehaviour with me because I didn't told them I was married after started working at sears regina. They shouted at me I felt really bad as so big company like sears have no right for there employees and they also charged me for all employee discount and told be you are fraud in front of every employee please kindly at action towards this action

There must be a design flaw in this product. Ive had mine for less than six months and it has had serious issues with odors. I can see why so many people are complaining, the smell is awful. NOTE, I have nothing that is old or rotting in either the freezer and refrigerator. It is a very frustrating problem and I have tried many things to remedy this. I took everything out of the freezer, cleaned all surfaces of the freezer compartment., cleaned all surfaces of the inside of the refrigerator compartment. Left the freezer empty after this and it STILL stinks, it is not as stinky at first but, after a few days the smell gets worse. I am wondering if I can return it and if so, HOW?

Installer contracted by Sears to bring and install washer, cross threaded the water intake hose causing a leak. The leak behind washer seeped into floor and wall creating mold resulting on over $5000.00 in damage and related costs. A claim was filed with the Sears insurance company Sedgwick who referred the claim to the contract installer. The installer filed a claim with their insurance which remains unpaid unpaid over two months after the repair work. I have had to cover the payment to avoid credit report damage. Since I have no contractual relationship with the installer, Sears should reimburse me for for the damages and then deal with their subcontractor for repayment

Purchased a Kenmore range in 2013. Worked fine, until November 2015 when it caught fire in the oven and fried the circuit board. The outside of this oven was so hot, we could not touch it for at least a hour. There was flame inside the oven, which was set for 350 degrees. There was a burnt wire/rubber smell which caused us to open all the windows to rid of the smell. I called Sears service and was told that because there was no warranty left on this item, it would not be covered, and we did not purchase extended warranty. Fair enough, but I said I do not believe it to be a warranty issue, but a malfunction. I went online and found out from other consumers that this is an ongoing issue with Sears and that it is called runaway temperature. This is where the oven is set at a certain temperature, but the temperature increases until it blows the circuit board. Yes, that is what happened to us. Received a call back from Sears service, however, the number that was left for us to call back is incorrect so now trying to track down the correct number. Funny part of this story is that we received a call from Sears today, December 10/15 asking if we would like to purchase extended warranty on our Kenmore range that we purchased in 2013.. LOL.. not likely it is in the garbage dump. No more Sears products for this family.

I bought two twin mattresses in 2012, and on one of the mattress three sprang came out of the mattress. I called the warranty department, and was told to send some pictures, and soon after I was denied because they claimed my mattress had a stain. I knew that wasn't true because I always put mattress covers on all of my mattresses. When I called the warranty department again, the young lady I spoke with said she didn't see any stains and she said that they might have mistaken the sprangs for stains, and she told me to email two picturest. She also said that someone type in the computer that I complained about my mattress sunk down, and i told her when I called I was complaining about the three sprang that came through the mattress, so when I first sent the pictures of the mattress I took a picture of the three springs. I emailed the pictures of the mattress and I don't know if they look at the most recent pictures but was told i was denied. I have been buying from Sears for years, i bought a tractor, clothes, washer machine, dryer, lawn mower, snow blower, edger, wet vacuum, and many more. Know since this has happened, I closed both of my sears credit card accounts, and had my mom and aunt do the same, and I also told my family and friends to stop shopping at Sears because they don't honor their warranties. I am very disappointed at Sears and I will never shop there again. I hated that I spent my hard working money on those mattress.

I was in this parts store on Thursday, Nov. 3, 2015 and "served" by a Native woman - do not know her name but she is probably the only native woman there. Not sure if she was having a bad day or not but she presented me with the WORST customer "service" that I have ever experienced in my 67 years. I had purchased a Craftsman drill about 10 yrs. ago and either the battery or the charger does not work. When I inquired about my problem I was rudely told by her that "We don't make parts for these any longer". What happened to your lifetime guarantee on tools? I then required a part for a dishwasher that I had purchased in July and was only hooked up for 2 weeks due to renos that I am doing. I showed her the part and had the Model & Serial numbers with me. She - again very rudely - asked me for the name of the part. I replied that I am not a dishwasher repairperson and this is why I brought in the part & numbers. She (hopefully) found the part number and it will be in? She did not tell me that part. I also had a question regarding venetian blinds that I had ordered in July. 2 of them came and I require 1" to be cut off these blinds. When I inquired about this she - again, very rudely - told me to go back to the store where I bought them as they don't do blinds any longer. While she was telling me this, she was walking way from me to deal with another customer and then made a snarky remark to the male customer about me. Maybe you can tell me why I was not able to get replacement parts for my drill and I would like to know where I'm to go regarding getting these blinds cut. By the way - they were ordered over the phone - I did not buy them in a store. I would also like to know what you plan on doing about the way this "woman" treats Sears customers. I have been a loyal customer of Sears for over 50 years and I have also worked in Customer Service for over 50 years and this is NO way to treat a customer - whether you like them or not. This "woman" does not have ONE Customer Service bone in her body and should either be required to take some Customer Service courses or be fired. I would appreciate a reply ASAP regarding this matter. Thank you Linda Mackenzie H - [protected] C - [protected] PO Box 417 Standard, AB T0J 3G0 [protected]@hotmail.com

I put items on layaway September 5th 2015 and had the order paid in full on November 2nd. order [protected] I have had to contact sears six times trying to just get a refund after all this mess. All I keep hearing from them is they will contact mi in 24 hours to resolve this. Well as of today I have not got any e-mail or phone call. I just want my full refund with no charges due to there mistakes. I have never had such a huge problem from any company before. I will never go into or shop online with sears again, What A Huge Disappointment.

I did an order on line for sportcraft 13-in-1 combo game table -48'' on 11/28/15. Also portable Bluetooth speakers and 25 piece stainless mega mega cookware set. The speakers and cookware were cancelled by sears for some reason. I called the sears company and gave my order number and has gone down hill since then. Numerous calls with no return calls, half a dozen agents later and/or supervisors later let me I was to receive sportcraft and not the other cancelled items . So my delivery came and it was a 6' 5'' Christmas tree and not the game. More conversations with the sears agents and I was told to take the tree to the nearest and drop off the tree and/or have Ups pick up the tree for credit and a 10% credit for mistake made by the Sears company. Order was [protected] it has my name, phone number and email address. I asked for the product I ordered and it has gone up in price .I' m suppose to pay difference and go out of my way for your mistake. The Christmas is valued at $199.99 and the price for what I paid game was $84.99 .I also had trouble with English speaking agents. Why can't I just get what I paid for? It's not my fault the wrong item was sent. Thanks For Ruining Our Christmas.

I had new tires put on my Ford Expedition EL on 11/08/2012 at the Sears Auto Center in Gainesville, FL. The manager showed me the tires I needed and I picked out the ones that had the black lettering with white trim. I paid $817.83 total and then get my truck after they were done and they had put all black tires on. The manager said he would call me back and get the right ones put back on. I never heard from him. I had just had twins on 9/11/12 so I was exhausted and honestly didn't have time to argue about tires. I called back once and he was supposed to call me back but never did. Time went on and today, 12/4/15, I noticed that my tires were cracking. it's exactly 3 years later. I called because I remember them telling me about my tires (Goodyear) having a warranty. I told the guy that answered the phone that I had noticed some cracks and that my invoice states a 60k warranty and then he goes on about how Florida's UV rays are higher, etc... I said, so basically, you're telling me there is no warranty. Then he gets argumentative with me and tells me that he did not say that. I called a well known tire company that came highly recommended and took my truck to them only to find out that I'VE BEEN DRIVING ON EXTRMEMELY DANGEROUS TIRES FOR 3 YEARS WITH 4 CHILDREN! THEY PUT CAR TIRES ON MY TRUCK. The tires they put on my truck are not made to carry the load of my truck by itself, without a person in it! Needless to say, I got the right tires put on my truck today and I will NEVER RECOMMEND SEARS AUTOMOTIVE EVERY AGAIN! They put my family in danger and ripped me off, as far as I'm concerned.

We have bought a whirlpool side by side, we bought the 5 yr. Master protection and service plan . The fridge is covered 1 more yr. The compressor went out, they sent a repair man out he in seconds said there was mice infestation and left, I had my phone with me so I took pictures because that was a lie . I then called sears and told them what just happened they said how sorry and they would send someone . It has been now 11 weeks and I have had the repair dept. 5 times someone was coming I've had 5 wait no show no calls and when I call they tell me order complete 5 weeks later a second man shows up and says he see's no sign of mice infestation yet he says he has to order compressor it will 7-10 days . Here we are still no fridge the protection and insurance bought is a scam, I lost 420.00 in food and 2, 000 plus fridge . One very unhappy never again customer of sears

I also have a Kenmore Elite washing machine that started rusting after the 90 day warranty. It started rusting around the Bleach dispenser first and now is rusting around the top lid and hinges. The paint flakes off and causes rust stains on clothes. Looks like from reading the complaints this is a common issue that looks like a manufacturing defect. A washing machine that cost 1K shouldn't start rusting apart in less than 3 years if you ask me. Can someone help me get in touch with someone to get this resolved. Rodney from Bama

Nov. 8th, 2015 We placed a order at the Logan, Utah store for Gold 250a wheeled battery charger at 39.99. When they shipped to store they were not as described. Carlos took alot of time to get the chargers that we ordered. That same day we came home and ordered 3 more chargers and they were ordered on the phone. They told me the decription and the item I ordered, They came and were the wrong chargers. They sent a small 3 amp charger.I have called numerous times and was promised that we would get the chargers that were discribed. Nov 30th called again for the 4th time..always saying they would send what I ordered and wait for emails which has been going on since Nov. 12th. We have been a customer for over 40 years..never have we been put off and been told that they don't stand behind their ad and to return and order them again. Sears put a wrong stock number with a picture and description. Which is now my fault. Sears doesn't stand behind the consumer.

Sears should be ashamed of itself. I had grown up with the idea that if you wanted quality service and appliances, Sears was the place to go. I can’t remember how many people over the years I have told that too. I think back to the Sears craftsman tools and the overall image in the past. Sad to say this is no longer the case. We bought a washer and a dryer through Sears. We had many choices on where to go to buy the appliances. I unfortunately told my wife to go nowhere else but Sears as they are the best. How I now regret this decision. Our dryer has been going out. We bought the extended warranted just in case this situation came up. Again, the thought process is Sears is the best and will take care of things. They come out in October and tell us one problem for the dryer and put us way out into December (Dec 10). It turns out it is a motor. We got the part a few days later. Now the dryer is completely out. I called to advise Sears the dryer is needing repaired. I live in the Midwest (Iowa) and roads are icy. With 4 kids we are always doing laundry, several loads a day, and do not want to go to the laundry mat to do this and this is why I pay for the extended warranty. When I first called, I got an agent in the Philippines and I immediately asked for a supervisor. She was nice and polite. When I got the supervisor, Claire, employee ID 914356, things got ugly. I asked if she could see if they could check to see if could move this up and advised of the situation. No empathy really. Just told the chance to move this up would be ‘NONE’. Due to her curtness, I asked to speak to her manager. She said her manager’s name was Vegel. Would give me nothing else and said Vegel had no phone. Really? Absolutely refused to give me a phone number or a call back from Vegel. Extremely rude. I called the Customer Service line and politely advised of what was going on and was hung up on. I called back again and got Leeona the next time. Congratulations to Leeona as she could speak fluent English. I was much impressed at this moment. Because I did not fit the definition of hardship so to speak, I had no chance to be moved up. So I asked I have to go to a Laundromat for my clothes even though paying for the extended warranty. I was told ‘Yes’. The end result was too bad how sad, can’t help you, but you can cancel your extended warranty if you want to. My take on this is Sears should be totally ashamed of themselves. Getting agents in the Philippines and the United States that could not speak English very well is not a good start and it went downhill from there with the horrible customer service. I have spent thousands and thousands of dollars at Sears because of the PRIOR image I had of Sears. I am not trying to ask for something above and beyond but what was just. I have bought appliances, exercise equipment and many items there. This all ends now. I realize I am just one customer in the many of millions of Sears and no big loss, but I plan to let all I know the experience I had today. You can thank Claire for this. I also plan to contact the BBB. Signed an EX Sears buyer of products and services. Todd

I Purchased a mattress and box springs in 2013. The mattress stated to get deep humps in it, but we thought it might just be a little bump because it was on one side then they began to develop humps on the other side. . I t got worst. We contacted Sears and they to the Sears Mattress Warranty Department ( SMWD). The SMWD sent instructions which included taking the mattress off the bed, take a picture of the foundation, take photos per instruction that included a string and ruler-yikes! We are 71 and 76 respectively and in no condition to be moving a Cal king mattress. Complained- thy said okay just take the picture. The picture wasn't right. I the asked for s store rep to come and take a look... never heard back. The wrote to the President of Sears asking to let us who to contact in the store - no answer. I see some other complaints here that a store rep was sent- not sure why we did not get a rep to come out. All I know is that a $1, 100 mattress should last more than 14 months. I am contacting my credit card company to reverse this charge.