Sears
reviews and complaints

My new refrigerator, microwave, and oven were delivered September 2014. I did not buy an extended warranty. 11 Months later I found that the refrigerator had stopped working. Before that no issues. Since it was less than a year old it was still under factory warranty. I used Sears's online chat to file the claim and they also walked me thru a diagnostic, sent suspected parts and scheduled service. Parts came, service tech came a few weeks later. The parts were placed on the refrigerator but the refrigerator didn't work. More parts were ordered and a new service appointment was set a few weeks later. Parts were added but it didn't work. It was decided that all of the Freon had escaped through a leak in the evaporator coils. New parts were ordered and a new service call scheduled for a few weeks out. New coils was added, Freon loaded into the system. The tech seemed to think it was fixed and left. The refrigerator never got cold. I called the service number and they now schedule a service call out for a few weeks from now. I called the store manager and went thru this story. She escalated to Sears. Their answer was that I should wait for the results of the service call. I am used to the routine. Each service call is about 4 weeks apart plus time for parts . This means that the tech will come on Nov 4, diagnose the issue, guess on what they think the issue is, order a part and maybe 6 weeks later I will be thru another service call. I probably won't have a refrigerator through Thanksgiving or Christmas at this rate. 4 months of no refrigerator.I don't think Sears cares or knows what customer service means. The people you talk to are not enabled to really make a difference. I have tried to re-escalate today thru the number that was on the email they sent me, telling me to wait. I am sorely disappointed and I know that the persons at Sears that could make this right with a simple decision would not hesitate if it was their family involved. My parents used to swear by Sears appliances. Now I just swear.

This is about Sears Home services: original issue was compressor died, but still within 7 year compressor warranty..but the repair service has been the problem. First contact with them August 13. Today, person is scheduled for FOURTH time. Every visit has a problem: somebody stole part out of first delivered replacement. Ordered another, wrong part this time, or he wasn't coming to work that day. Now in month three without our refrigerator. I am lettering a poster to carry in front of hh gregg. DON'T BUY REFRIGERATORS HERE...SPEND YOUR MONEY ON ICE CHESTS, BETTER RETURN ON YOUR INVESTMENT.

(Anyone buying this model and not testing the temperature is at risk!) I purchased two Kenmore Model 60412 refrigerators from Sears online Store, one for myself and one for my tenet. They delivered and installed them and I set the temperature controls to a little beyond the normal setting for safe measure. Three weeks later I got food poisoning from a jar of jam, I knew it was from this because my stomach started boiling inside very soon after eating some, and closer observation saw mold. Jam seemed like an unlikely source for food poisoning and as I do not keep food very long this prompted me to investigate. As I am HVAC-Universal Certified I had all the equipment needed to check the temperatures properly inside the fridge and freezer sections. I was shocked to find the fridge average temperature was 46 F and the freezer 16 F. The high temperatures recorded overnight being 48 F and 28 F. Now I have both refrigerators set at maximum cold position and averages are 40 F and 9 F. The high temperatures recorded overnight being 46 F and 23 F. As I was just past the 30 day return when I had figured out about the problems I was forced to opt for having Sears attempt to repair them. It took three weeks to get them to the house as the parts showed up one day after the first scheduled appointment. The technician said they seemed to have sent the wrong parts for the problem as they sent defrost controls and not thermostats. He called in and asked about it and they had him install the parts anyway. He also put some silicone on the freezer door of one refrigerator that was also icing up. As the Sears tech expected it did not address the problem, the refrigerators where still too warm. The silicone that was added to the one door seal shrunk and pulled about 15 inches of the door seal away from the fridge when closed, leaving a gap wide enough for me to slide my fingers through without compressing the seal. I contacted Sears about this always being very polite, and they tell me it’s improbable that I got two bad refrigerators and kept me on the line for awhile before hanging up on me. I did get another appointment online to fix the door seal the technician destroyed and it will take another two weeks for them to get out and fix the seal problem. They have no plan to address the temperature problems at this point. After getting sick I have kept foods only short term including in the freezer and never any open foods or leftovers. However I now smell food in the freezer, this did not happen in the ten years of my previous refrigerator and it must be resulting from warming of frozen foods as there are no such foods in the fridge below. Looking at the 1 & 2 star reviews on the Sears website I see this is not an uncommon problem for this model. I have figured out that the problem is with the restart function of the thermostat or control board, the fridge stays off way too long to keep food safe. They say this fridge uses less energy than a 60 Watt light bulb, seems that is not enough to keep food safe. Are higher temperatures the only way the fridge can pass the Energy Star certification? Wish I had kept my old 300 dollar ten year old top freezer refrigerators I bought from home depot, the door shelves where cracking but they still kept perfect temperatures of 34 F to 37 F and -5 F to 0 F. Kenmore 18 cu. ft. Top Freezer Refrigerator Model # 60412 http://www.sears.com/kenmore-18-cu-ft-top-freezer-refrigerator-white/p-04660412000P?prdNo=1&blockNo=1&blockType=G1

I want to complaint about the bad customer service that I received from the store and customer service I was transfer to 3 different people nobody was able to help me. the manager at the store Paul in Wilkes barre store number 02604 was very rude, hang up on me and when I call customer service again all they were able to do for me was ask me if I wanted to cancelled my credit card . If this is the customer service Sears is willing to offer the customers, then yes I do want to cancelled my credit card. I open the account in good faith for Sears to treat us like this. I went to the store on 10/05/15 to purchase a lawn mower next day I went to used it was not working went to the store to exchange it store offer a return because they did not have nothing comparable SA Bryan was no even willing to look to see if another store will have something comparable to offer me instead they try to get me a electric mower which I did not want . That's when I call customer service to see if they are able to help and my very bad experience started. All I wanted was for me to get a new lawn mower went to Sears because is a good store to purchase outdoor items or at least that's what I thought now I'm not so sure. What I want now of all this is a gift card of at least $75 dollars because I took a day off to deal with this, then the aggravation over the phone, the driving around that I did, I am really not happy about this experience

On March 13th, 2012 I wrote a complaint about sears not willing to give me my money back because of a haze on my glasses. They fought me until I threatened them with court. The gal at Sears said to go ahead and file a court case and that I would surely lose. Well that was the wrong thing to say to me. I then did my homework. Went to City Hall in Downey, California and found out who the owner of Sears Optical was, and who the manager of the store was. For everyone's information Sears Optical is not owned by Sears. The owner rents the name from Sears. So I filed the complaint. The owner lives somewhere in Indiana. Surprise. I mailed a small case file complaint to each of them including the store. The morning of court I get this phone call from the manager pleading to settle out of court. I was told to return the no good glasses and they would refund in full. I said "no" and that I wanted my refund plus the $15.00 I paid to the court to file. I got everything back plus. People, don't let these people push you around. Settle in court everytime. I'm so glad I did.

Service 9/12/15 I had arranged for rug cleaning through this company because they were having a $99 special, and Sears is a reputable name. My rugs had a few pet stains and definitely pet urine odor. I'd set the appointment 2 weeks out (that was the soonest they could get to me, but no problem) for Saturday, 9/12 from 1pm - 5pm. The Friday before I received a phone call confirming my MORNING appointment - I had indicated when I scheduled with them that I wouldn't be home in the morning. I called to say the appointment was for the afternoon, but I could be home by 10:30 if needed. That is what we settled on (again, no problem). I arrived home at 10:30 to meet the technician, he walked in my house and told me they do not clean area rugs onsite, but take them to their worksite so they can soak them and hang to dry. However the cost would be $250 instead of $99 and just for 2 of the 4 rugs I had planned to be cleaned. I wasn't excited about paying more but said if they could get the stains and odor out, I'd be willing to pay the extra cost. The technician removed the rugs, and said he would see me next Saturday in the morning. The following Saturday I waited, waited, waited and no delivery. I called the company and was told the technician was running late and could not deliver the rugs that day, but he could either Sunday or Tuesday. I asked for Sunday - he said he would be there at 10am, showed up a little after 11am. The carpets were still wet, but no big deal - he said they would dry fast. They certainly looked like they had been cleaned though they did have an odor - I thought it was the smell of wet carpet. He said they had to scrub a little extra due to more stains than they thought, and I asked directly "but you got the smell out, right?" and was told yes. Two days later I realized the odor was not wet carpet smell, but urine. I got on my hands and knees to do the sniff test, and indeed, the smell was urine. Very Very disappointed. My action at that time was to submit a negative survey form. I received a voice message from the technician saying that he thought I was happy with the service when he left. I called him back the next day, he didn't pick up. I left a message explaining that I was satisfied with the service based on what he told me he did, but obviously that was not done. The message was left on Monday morning (I think), and I have not heard back from him. I shampooed the rugs myself with a small carpet cleaner, but I will have to hire someone else to come in to clean the rugs. I expect to be either reimbursed for the whole amount, or at the very least, have the price reduced to the original advertised cost of $99. please advise . . . Althea Cudaback Shoreline, WA [protected]@msn.com

We took delivery of a Simmons Beautyrest Mattress purchased at our local Sears store and immediately noticed it had a chemical odor. My wife refused to sleep on it and I proceeded to call the 1 800 FROM-HELL number. I was told that I would have to use the mattress for 30 days before I could return it and that the smell would disappear in about a week. I was also told that unless the mattress was defective I would be charged a 15% restocking fee as well as a delivery charge for picking up the mattress.
After airing it out for a week I wrapped the mattress in waterproof cover to mitigate the smell and tried to sleep on it (alone). This was definitely NOT the same Mattress I lied on at the Sears store it was considerably harder, akin to lying on a carpeted floor. After three hours I could not take it anymore, the pain in my back and shoulders forced me to head for the couch. The next few nights were the same, so I went on amazon and ordered a 3" memory foam topper.
I looked around the internet a found that those who sold mattress's recommend "breaking a new mattress in" as I was told also told by the Sears people. I went back to the Sears store to lie on the mattress model I had at home just to confirm that it was different and I was told there that the store model was "broken in by all the people who come try out the mattresses and that it was only a matter of time before my mattress would be soft like the store model". This Sears is in a Mall that is clearly dying, in the 5 or so hours that we spent in the store we were the sole customers, all the salesperson time was devoted to our bed sale. I don't know who the people who broke in the beds were but they weren't around when we were there. We spent about 10 minutes on the mattress. The mattress in the store was not the same as the toxic torture rack that was in my bedroom.
Finally the topper arrived and I was able to coax my wife into vacating the guest bedroom. It has been almost a month, we have cornered the market on ibuprofen and always have the slight scent of formaldehyde/gasoline in the back of our sinus. The topper helped a little but this bed id still unbearable. We went to change the sheets yesterday and a soon as the plastic cover came off the toxic fumes filled the room. There are now body pod indentations with a ridge in the middle of the bed, it isn't going to get more "broken in".
I called 1 800 SCREWU number again insisting that this mattress was defective because of the toxic odor. I was told that I could purchase another bed but would still have to pay the 15% restocking fee plus a charge to pick up the other mattress (roughly $200).
The bottom line is that Sears thinks it can bring you a sack of dung to sleep on and that you have to live with it for thirty days and then pay big to have endured the experience.

We purchased our Stearns and Foster Mattress from Sears in November 2014 and it has been a nightmare from a product quality perspective and Sears Customer Service. The mattress was replaced in December 2014 and as luck would have it the product quality was worst then the first. Sears said they could do nothing since it has already by replaced once already. In talking with Sterns and Foster, they said that was not correct as the problem being described was a warranty issue. They bumped me back to Sears and multiple calls have made me a believer that they will do nothing.
We finally gave up and have purchased a new mattress that is not associated with the Sealy brand (Sterns and Foster) and Sears. I am strongly encourage all future customers of Sears and Sterns and Foster to do their homework and go out and read the reviews for the product quality and customer support before you to join the ranks of unhappy customers. Wish we would have done that.

Sears, you have lost a long time customer and it is not the least bit comforting when your customer service departments states that they are sorry to lose you as a partner. As for Sterns and Foster you only have to get a bad product twice before you get the message.

I am very disturb to see more an more rust appearing in my washer. I have not use the compartment near it hoping that it would keep for more rust forming. Nope! not at all its growing and more!
I have had couple issues now with your product, if I put a comforter in (which one reason I purchased, cause it said you can do) soon it shakes the house an alerts to say uneven load, I end up having to drain/spen if works sometimes doesn't then take soaking sopping wet comforter to chand lean in tub then hang out to dry.
Its really and kick to the gut knowing that I sold GE washer and dryer that were only 2yrs old and paid top dollar for top of the line, just to get these new Kenmore Elite brand since advertisement sold me on how you can wash large items and dryer with steamfresh where I don't have to go to dry cleaners. Now I am wondering why I sold the GE when never had any issues. Only wish Kenmores both worked properly to use.

Not only does my washer have rust stains, my dryer seems to be taking longer an longer to dry the clothes, I have put less clothes in (which not sure why when I have a large load setting) have ran the clothes on extra spin in washer, and cleaned the vint in dryer and hoses.
Very disappointed in your products.

I am 72 years old. Have always purchased Craftsman riding mowers-trusted them thoroughly. You just go into a local Sears store; see which one you want; and buy it. You could count on it lasting about 20 years. I did the same thing 7-24-15-saw this beautiful T3000 riding mower; purchased what I thought was going to be my last riding mower. Got it home with a friend's trailer; mowed 6 times and the transmission started making a lot of noise when going from forward to reverse and back forward. Then two weeks later I was half way through mowing; approaching as tree in the corner of my lot; took my foot off the forward pedal-expecting to stop-and it just kept going. I really panicked! Finally hit the brake and it did stop. Since then that is the only way to stop. And to change directions have to hit the brake pedal several times before the pedal to go. A tech man came out and reported the transmission needed replaced. He said it was their new PLASTIC transmission. I was shocked to get such a well built tractor and such a piece of JUNK for the most important component! Sears offered to replace the transmission or give me a Pro series tractor. But they have a plastic transmission too. I want my tractor to last 20 years without having a new transmission every couple months. I told them I wanted my money back. But they won't do it since it is over 30 days. I decided to try to sell it. I purchased a Snapper last night from a local dealer for the same price. It has a solid metal transmission; and all of the features the T3000. I am very disappointed with Sears. Would never recommend them for lawn products again. Still like to get my money back.
Carl McBride
Tecumseh, Michigan
[protected]@comcast.net

I had issues with my washing machine that leaked transmission fluid on a batch of clothes. I called to get Sears to come out and fix my washing machine. I live near New Orleans La and to hear from Sears that they do not have any technicians in the area and that they had to get a 3rd party to do the work on the washing machine. I called on the 27th of august the technician came out on Sept 10th. After diagnosing my issue with the washing machine he needed to order a new transmission, a seal, and a new control board. After it was delivered the technician came back on Sept 19th to try to install the new parts. After the technician stated that he did not have the correct tool to loosen the bolt for the transmission he had to leave and go buy one. after 30 minutes he arrived back at my house with a NAPA auto parts bag. After a few minutes I heard banging coming from my laundry room. Then the technician said he would have to order a new basket, outer liner and suspension. He basically demolished the inner basket and the bottom of the basket is in little pieces. He also left oil/grease on my Laundry and kitchen floor which is still there and did not clean it up. I have called Sedgewick and Sears and have no resolution so far. I tried calling 5 times to sedgewick and all I get is a voice mail. No one cares about that I have 2 little ones that I need to clean for as well as my own clothes. Sears has really dropped the ball on customer service allaround with this issue.

Sears in barboursville, wv 25504,, huntington mall — I shop there every week almost well use too I have worked my whole life to earn my money I help run a major company and I have never been in trouble or have I ever been to jail I had a credit account with sears that I shut down due to my incident I was shopping in sears and I was stopped by a man and he accused me of shoplifting and called the police the police showed up ran my name and no record of anything the store detective accused me and said he had me on camera stealing and he chased me out before and I got away from him I asked to see the camera he said I will see it in court with a warrant for me I was embarrassed cause every one in store was staring at me and the store detectives was harassing me till I was crying in tears the police searched me and my purse found nothing of course the manager came and I know of her from being there a lot I said they are accusing me of stealing she said you are in here all the time and I said that cause iam a loyal customer the store detective continued to treat me like dirt I have never been treated like this before I was in tears then the manager says sorry I guess you are not her and no one was sorry or anything this has affected my life now as I go into other stores and I keep thinking how someone can treat someone like that and get away with it it was awful to feel that much humiliation this has caused me some serious mental anguish

We bought a Kenmore elite on 6/28/15. It is now broken. We had a repair guy come out several weeks ago and since the refrigerator was not making noise, he said there was nothing wrong with it. They sent another repair person and he said that the circuit board was going out. THis was a known fact with sears but failed to tell us. They ordered a new circuit board for this $3000.00 appliance. Refrigerator is now completely out and all of our food will be lost today. They are not coming out until Tuesday. It is SUNDAY. NEVER PURCHASE FROM SEARS/ KENMORE ELITE- Piece of JUNK.

We've read all the complaints about the subject fridge. Ours is about 3 years old. There's been a bad smell emanating from the freezer and fridge for 3 months. Smells like a chemical of some sort. Our ice smells like it as does food that sits in there for a few weeks. We had a repairman come out and say "no problem" and charge us $130. (Oh and he said he could only smell my wife's perfume.) sears bulked at sending someone out (preferably less creepy). We still have the smell--and taste. What to do?

On August 13, 2015 I purchased a silver and diamond bracelet for my mother’s birthday from Sears. I had it shipped to her address. The bracelet was only $122 after the sale, a coupon and my rewards points. I received a notice from Sears that the bracelet had been delivered on her birthday August 17th. On the 20th I contacted my mother to ask how she liked her bracelet. She informed me that she had not received it. I contacted Sears about the missing bracelet. The customer service person said he would launch an inquiry as to where the bracelet was. He asked if I would like to reorder the bracelet, only now the sale was no longer available, I no longer had the coupon, and all my rewards points had been used so, the bracelet would now be $972.99. No was my answer.
This is the email I received the day after my complaint.

[protected]@customerservice.sears.com
To
Aug 21

Dear Lauri,

Thank you for shopping at Sears.com!

We received your inquiry regarding the credit to be issued to you on order #([protected]). A bank check in the amount of ${ 161.33 } was issued on 08/17/2015. This credit was issued for the missing item "Sterling Silver 1/4 Cttw Diamond Bangle Bracelet", please allow 10 business days for the check to arrive.

If after the 10 business days you have still not received the bank check please contact us at [protected] or [protected]@customerservice.sears.com and we will further research the matter.

http://www.sears.com

Thank you,
Danny S
Sears Member Service
[protected]

Notice that the check was said to have been issued on the same day I received notice that the bracelet was delivered. And, when I received the check, it was for $126.70 and was dated on the 20th.

Also on August 17th, my Sears order history shows that there was a return for 4 items at $297.12, in a store in Gaithersburg, MD 20877. I have never been to Maryland, and besides the bracelet listed as returned, the other 3 items are not identified.

I was sent an email from Sears asking me to review the bracelet. I filled out the form and explained that I could not rate it as the bracelet never arrived at my mother’s.
On August 29th at 10:31 AM, I received an email from Sears regarding my review of the bracelet….Here is the email heading…..

Everybody's a critic, but YOU are the expert …
Sears
To
@yahoo.com
Today at 10:31 AM

How’s that for customer service. PLEASE join me in a boycott of Sears and Kmart stores. For a company fighting to stay in business, they really do not know how to appreciate their customers!