Sears
reviews and complaints

my name is Milos Trtilek and Im customer of Sears for last 30 years.At the Sears stores I always got very good service. Since last year I started delivering Whirlpool products to Sears outlet center 701 Osage st Denver Co. Again I have to say very good service very nice people. What is this complaint about is the leader of the security she is older woman day shift. I asked her what is her name but she refused to tell me. She has no name tag. Since I started deliver Sears outlet store this security guard is after me. I have to drop the trailer to make delivery. Every other driver can park tractor next to the trailer I have to go to the parking lot. This guard always makes sure my trailer is blocked and sends Sears Driver home. Sometime I have to move another trailer just to get out. I asked this boss guard who will pay for this I was ignored. Today may 17 2011 this guard told me I can not park in the parking lot. This security guard accused me of speeding on sears property several times.Im driving in the U.S. 27 years and never I was speeding on private property.I live in the states 30 years and I still have strong accent.I dont thing security guard job is to bully drivers around. I never had any problem delivering big company like Wal Mart Target K Mart and others. I hope you can help me with this problem. Milos Trtilek 6770 W. 70 avenue Arvada Co 80003 E mail [protected]@live.com

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 had purchaced a pair of earrings for my mom for mothers day. And after I gave them to her she noticed the claps was bad on one of them and asked if I could exchange them for a knew pair so I took them in a few days later when I arrived at the store the on 5/11/11 @5:15pm there was two sales clerks in the jewelry dept. A man an women the lady (Jennifer) was to busy talking with another sales lady from the shoe dept. To even actnolige me for the first 5-10 minunutes passin peanut m&ms back and forward I then asked them if I could see some other earrings that where in the display case an get apricing on them she did what I had requested. An then I asked if I could exchange the earings that I had purchased for the other pr which was different then the iniatal pr that I had bought. She then said cause I didnt have my reciept that I would be unable to exchange for a different pair. Thats fine I replied an asked if I could exchange for the exact same pr that I had bought because the one had a diffective claps and she tthen replied with attuide an said no because how does she know if these were not stolden (Who says that to a customer) I then said that I would like to speak with the manager she said the manager wasnt there an so I asked for the managers name so told me the managers name I asked if she could write it down she said no! If you want it you can write it down I said thats fine jennifer you better hope I dont find my reciept an it have a survey on it cause I will be filling one out. Jennifer then replied with "good have at it"... I then grabbed my earrings back from the counter an walked away. So upset about the way I was treated I was shaking who does that I have never had been treated with such back customer service in my life... I have been shopping at sears for over twenty years an to be treated that way.. One thing about sears is its hard enought to find a cash wrap but to find one and be treated like that is very unprofessional

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?

I go into sears tonight with my fiance and my 2 year old son to get a tool set (199.99) and some toys for my sons birthday this coming weekend. I was at the check out island/counter having the associate look up an item number when loss prevention employee Tim approaches me with 2 security guard's and says "get the ### out of my store" I just look at him dumb founded. He then proceeds to say "Im not playing with you get the ### out of my store" I reply "what" He continues to curs at me telling me I stole from the store "last time" I was their. I tried to explain to him that Iv NEVER been their before as I JUST moved here from Florida. Iv never even been to that mall before and even tried to show him my Fl driver license. At this time he told me "get your son and your wife and get the ### out of my store" We all was escorted out and the whole time he was saying I stole yadda yadda and I told him he needs to recheck his camera because he has me mixed up with someone else. I proceeded to leave with him and both security guards in tow. I turned at one point and asked what his name is and he said "dont worry about it just get the ### out of my store"
I have contacted corporate and advised them of the situation and will be doing a follow up in a legal manner. I took video of him to verify who he is.
I finally found out his name is Tim through corporate. Don't shop here this individual is very unprofessional.

We bought a flat screen tv in late November 2010 and took out the extended warranty. Our tv broke on April 16, 2011, and here it is 2 weeks later and our tv is still not repaired or replaced. Twice we have been lied to and told the part we needed was shipped to us and twice we have had repair appointments set up which were cancelled and now we are told the part is on back order with no anticipated ship date. We cannot get a replacement tv until the tv has been broke a month with the part not being available. After a month we can call back and ask for an authorization number to get a replacement tv. Really, does anyone want to go without a tv for a month when they paid good money for the tv, plus good money for a warranty? I will never again buy any product from Sears or their affiliate Kmart...I thought companies had the motto that the customer is always right and every attempt should be make to keep a customer satisfied, but I guess I was wrong about that with Sears. Next time I want a product, I am going to Best Buy or American as I have never had a problem with them!

I would like to say that Sears employees need to be trained better on the products and information they give to customers. I had bought a samsung television and the employee specifically stated that I should get a master protection plan because of the many benefits that it has. Not knowing anything about such a plan, he specifically stated that I should attain one because of burned images or imagery retention he called it that plasmas sometimes get, so I did. It was not a cheap plan and I suppose if I would of read it myself maybe I would of refused such expensive plan, however, I thought employees were trained to know what they were talking about and not provide false advertisement. I could continue with the phone calls I made to sears about fixing my problem but felt like being a loyal customer did not benefit me at all because I continued to get the run around from a varitey of personal that kept transfering me to some else.

Our appointment was for 1pm and we signed in and no one even acknowledged us. We were there from 12:45 until 3:45 p.m. The gentleman that took our pictures was absolutely great, it was just the fact that there was only 2 people running the entire show. If we would've gotten the woman then we would've either left or not got any pictures at all. On the day of pick-up, stood in line for 30 minutes without anyone acknowledging us. After 5-10 minutes there was about 5 other customer's behind me waiting also. No one could even say we'll be with you in a few minutes we're with a customer right now. The gentleman finished with his customer and set them up with the viewing of their pictures and came right over to us and was very nice and quick. The lady sat with her customer the entire time while she was looking at her photos. All she had to do is show the customer how to use the keyboard to look at the pictures and tell her that she would be right back, that she was going to assist other customers that have been waiting FOREVER! The other people that were getting their pictures done when we were there, said that the woman was the manager filling in and she didn't know what she was doing. They ended up not getting any of their pictures because they were so bad. Basically comes down to, the store needs more customer service reps(one to greet customer and 2 or 3 people to take pictures since there is 3 rooms). Get rid of the woman and maybe things would be a little better. Will never come back there again or any other Sears Portraits along with many others that I was talking to that feel the same way. Good luck!

To Whom it May Concern:
My refrigerator of 10 years suddenly quit, rather than getting a repairman I chose to research and purchase a new refrigerator from Sears. The service I received was the most awful experience I have ever had with any company.
I have always been pleased with Sears, all purchases from TV’s, Small or Large Appliances, shoes, clothing, pictures even glasses came from Sears. I expected this time to be no different.
On April 17th I went to the Sears store number 4044 with measurements, searched and found a side by side refrigerator similar to my existing one. I located the Salesman, Dan and prior to paying I asked 3 questions, 1~I wanted a new not refurbished or damaged product, 2~I needed it delivered as quickly as possible due to not having a refrigerator and an upcoming wedding and Easter Holiday and 3~I wanted them to take the old refrigerator. Dan assured me that the product was new and it could be delivered on Wednesday, April 20th, I was to receive an automated call, if I didn’t receive delivery confirmation I could call 1.800.341.2517. Apparently, the storm in Delaware the previous night knocked out the stores computer system and I found myself calming Dan down as the checkout process was lengthy. I smiled and laughed explaining, all that mattered was I got my refrigerator. Again, I have never been dissatisfied with Sears and truly did not expect what happened next.
Tuesday, April 19th I called 1.800.341.2517 and spoke to Barbara. I explained my situation and the urgency of receiving my refrigerator, she was respectful and told me I would receive an automated call and if I did not I should call back after 6 p.m. At 6:48 p.m., I received an automated call stating my delivery would arrive between 3:45-5:45 p.m. on Wednesday. Anna provided a courtesy call to explain the installation process and confirm the delivery. I was relieved.
Wednesday, April 20th I took off work, ran some errands and went to the grocery store as I had lost all of my refrigerated and frozen food. I arrived home at 3:00 p.m. put my food in a cooler of ice, unhooked the waterline, moved out the refrigerator cleaned behind it, anticipating my new product. At 3:25 p.m. my nightmare began. I received a voicemail from Debra stating the refrigerator would not be delivered, it was not picked up from the store and directed me to call the store for any additional information. At 3:26 p.m. I began calling Sears store #04044 and have concluded that this store has the rudest untrained representatives I have ever encountered. The 1st call started with the representative laughing at the fact “they lost my refrigerator” and someone would get back to me, unfortunately she could not provide me a time. When asked to speak to a manager she informed me there were no managers in the store, they would be back at 4:30 p.m. but had a meeting at that time. I asked what she would do in the event of an emergency, she provided me with 1.800.469.4663. At 3:37 p.m. I called 1.800.4MY-Home, the representative pulled up my information and informed me that she would contact the store and have someone call me back; she explained that the refrigerator must be in the store, they do not grow legs and walk out. At 6:30 p.m. I had not gotten any response and realized that more coolers of food was to be lost, I again contacted the store in hopes that if a refrigerator could get delivered on Thursday, I could salvage some items. I remained on hold from 6:30 p.m. I was told everything from the managers were with customers (was I not a customer?) to the managers had left for the evening. At 8:06 p.m. I called from my cell phone and proceeded to go to the store, still being placed on hold. Judy a store associate did pick up the line and ask if she could help, I was please that when I walked in the store still on hold, Judy was indeed walking the floor in search of the “Lost Refrigerator”. Ram, the associate at the front desk asked if he could help, when I asked to speak to a manager (which remember they had all left for the evening), he immediately paged one over the intercom, I would come to meet Katie, Assistant Store Manager. I extended my hand, introduced myself as Holly Dorio and one of the few things Katie ever said to me in this whole experience, “Did someone call you”. My response no, I informed her I was still on hold and had been for hours now, she left to go check with Judy and did not return until after the refrigerator was located to tell me they could get the refrigerator delivered on Friday. She then told me that she spoke to the store manager, Justin and after the refrigerator was installed and I was pleased we would discuss compensation. I left the store that evening extremely upset, I knew at this point I would lose additional money for the groceries purchased and the frustration of the lack of respect from your management team is totally unacceptable. Sears has been a place as a child we went shopping; I worked for the company and am aware that this is not what is expected. I was sure that Justin, the store manager would contact me on Thursday to apologize, that never happened!
On Thursday, April 21st I received a call from the delivery service informing me that delivery would take place between 8:30 – 10:30 on Friday, April 22nd. At 9:31 a.m. on Friday, the refrigerator arrived. By 9:49 a.m. that morning I was already on the phone with Sears store number 04044 because the refrigerator was damaged. At this point I spoke to Mike Brooks, Store Manager who after I explained my situation and expressed the concern that yet again I was unhappy with Sears, he communicated to keep the refrigerator to get through the wedding and the Easter Holiday come in afterwards and Sears would reimburse me for the food and we can discuss compensation for the product.
Wednesday, April 27th I visited the store. I was greeted by sales associate Ram, whom I will say continued to treat me respectfully and help as he could. He directed me to Judy, whom previously located the “Lost Refrigerator”, Judy informed me that Justin, the store manager was not answering the page and Katie was out of the store for 2-3 hours. She would discuss this with Katie and call me back that evening. I didn’t receive a call until Friday, April 29th from Judy offering me $75 Gift Card for the inconvenience. After explaining I thought that was unacceptable, she said, “Katie is right here let me place you on hold to discuss this”, yet again Katie would not get on the line to discuss this with me. The end of the story is the store is gracious enough to refund me the delivery fee of $69.99 which I believe I was entitled to and a $75 gift card. As for the damaged refrigerator I am told there is a one year warranty if anything goes wrong with it. I have filed a complaint with Miranda 800.762.3048 and she again has communicated that Justin, the Store Manager would contact me. Let me repeat again, I have yet to hear an apology from a Store Manager. This will be the last purchase I make from Sears.
According to the Chairman Letter, Appliance sales are 50% greater than your competitors. This may be true, however I intend to share my experience with every social networking site, friends, family and any other individual I come in contact with. Customer Service is not just ending a conversation with “Thank you for choosing Sears”.

Their customer service was appalling, both for the quality of their eye exams and their complete lack of customer service. I learned the hard way that "you get what you pay for" when you opt for a discount eye exam. To start with the optometrist incorrectly diagnosed my vision leading me to end up having to pay for another exam with a different (absolutely wonderful!) optometrist at an independent eye doctor. Yes, I could have chosen to go back to Sears and have it done for free but after the completely horrible customer service I had to deal with there was absolutely no way that I was going back there and preferred to pay for it out of pocket.

The optometrist and his staff didn't give me the customary wear the contacts for a week and call back to order them that all other companies have always given me and made me order them on the spot. Since I was wearing my last pair I didn't have another choice but to order them and also ordered a new pair of glasses at the same time. They told me a week to ten days for the contacts and my glasses to get in and they would call me when they were. After two weeks I never received a call and decided to go into the store while I was at the mall just to check. The office staff went in the back to "check" and found my contacts, but not my glasses. After another week of no call to let me know that my glasses were in, I called them and SURPRISE my glasses had been there for two weeks! They claim they called me and told me, but they never did and I asked why they didn't give me the glasses when I picked up my contacts the week before and they told me that I must not have asked about them. Why in the heck would I have made a trip to the mall to pick up part of my order and just leave the other part there? I mean seriously are the normal people they deal with that dumb? My mother was with me at the time and remembers them saying that my glasses were not there and it would be another week before they were in. So I made yet another trip to the mall to pick up the glasses and after a long painful fitting process where the sales associate seemed to have no clue how to fit a pair of glasses I gave up and just left with my crooked glasses (the other wonderful optometrist happily fitted them correctly for me in seconds so I don't know what was so difficult).

After weeks of constant headaches and blurred vision I began to suspect it was my contacts causing them and decided to make an appointment with someone different and pay out of pocket to have my vision rechecked and again surprise the prescription I was given was very wrong. I called Sears and was told that all I had to do was bring in my unopened boxes and they would credit me back for them. I brought them in and was told that they would not return anything without the original register receipt (and why was that NEVER mentioned when I called them). So I went home, searched for the receipts and once again returned to this horrible store. I finally got the credit for the contacts and my new contacts will be MUCH less expensive, which is about the only positive I can say about this experience.

I have tried contacting their corporate offices and specifically the worst regional manager ever - Sabrina Pride and have yet to receive any type of response. Needless to say I will never be going back there, nor will I recommend them to anyone.

Two weeoks ago I set up an appointment with Sears applaince repair to fix our dishwasher. The earliest Saturday they had was in two weeks. We waitied the two weeks and then had to wait for a four hour window. I verfified the appointment twice during the day and both times were told everything is on schedule. The window was from 1 to 5 and at 5 the technician called my wife and said he would be running late. He told her this after trying to talk her out of the work caliming it was too expensive, could get it cxheaper elsewhere etc. She told no, she would wait and to please come on over no matter what time. At 6:30 we recieved an automated phone call from Sears saying the appointment was canceled and to call at a later date and reschedule. Buyer beware, just because ther name is SEARS does not mean you will get proffessional services. In our case it was just the opposite!

Today was the second time that an appointment to have my refridgerater repaired was made. Last Saturday I took the day off to be home between 8am and noon and the repair person was a no show. Didn't even call to say he was not coming. I had several heated conversations with the people on the phone but no appologies. Finally I talked to a supervisor who rescheduled at a reduced cost for today (Friday) so I took a half day off and AGAIN no show. When I call back to complain about this time the girl litterally said to me "I can connect you to my supervosor but it wont do any good, they wont be able to help you either". And they always want to reschedule like that will help at all. I am so mad I could scream. and of course there is nothing that can be done, NOTHING. It amazes me that they are still in business. Please get your appliances repaired elsewhere.

I have been a Sears customer since 1985 and there is an associate by the name of Bob that is very unprofessional with me. I been taking all my vehicles to be repair and this individual has treated me very cruel to me. He needs to have more techniques about treating the needs of each customer. I will never take my automobiles while he is working there. He tends to look down at the customers then helping and fullfilling the needs of the customer. Something needs to be done about this individual. I understand that according to the sales receipt that there is a 6 months or 6000 miles warranty when working on your vehicle. He did not bother on looking upon that contract