Sears
reviews and complaints

I was given a time of between 5 pm and 7 pm for the delivery of my oven. I was given an email confirmation and phone call, at 730 pm my oven still didn't come I called and the lady said the deliveries were running late and I should get it by 930 pm. I still don't have my oven. I finally got to talk to the drive at 10 pm and he said he is already home and wont bring it to me. is this how sears deals with customer service. I'm still trying to complain to a manager but I cant ever seem to get one available. I need my oven asap thank you Roxanne Majefski

Craftsman - Beware!
Craftsman used to be good stuff. We own over $100, 000 of Craftsman tools and equipment all of which use to be great... In recent years the quality of
Craftsman products has gone way down and the "service" from SEARS has disappeared.

The most recent episode with SEARS (which absolutely disgusted me and my employees) took place May 12, 2016. We purchased a Craftsman air compressor - took it to the shop, plugged it in, and NOTHING. Took it right back to SEARS and could not find a single employee working in the department nor any other department near by. Went back again (2 more times) and even tried to phone the SEARS store manager- after 25 minutes listing to music and prompts, no one, let a lone the manager, every came on the line. Took the compressor to another SEARS store and after an hour of wasting my time I was told that "this SEARS store is not a company store... it's a franchise" and they do not take back SEARS company store products. I then went to a large SEARS company store in Troy, MI where I eventually had the misfortune of speaking with "Pedro, Sears Troy Store Manager"... what belligerent representative. Not only was he rude and did nothing to assist us with our issue, he even refused to tell me who his boss / who he reports to's name. A real shining example of SEARS (lack of) Quality.
I next contacted SEARS customer relations and was transferred to "Anna" in the Philippine's (call center) who's English was so poor I could hardly make out a word she said other than NO. I asked to speak with her boss, hoping for better communication skills and was (after a long hold) connected with "Connor" allegedly her supervisor and what he called, a Case Manager. Connor told me to go back to the Sears Store and tell them my store again.
I now have probably 9+ hours trying to exchange a never used compressor, I have sent employees to do the same, and I am now at the end of my rope with SEARS. It is easy to see why Sears is going out of business at a rapid pace and apparently taking Kmart with them.
There was a time Craftsman spelled quality - now Craftsman = trouble!
Jim S - Birmingham, MI USA
[protected]

we bought a craftsman lawn tractor 5/1/12 from sears in Oneida NY my husband noticed when he was using it from day 1 the deck moved a lot more than it should but it was brand new so must be the way it's built (extra swivel for rough terrain?) we used it for [protected]. [protected] my husband was sick so the neighbor mowed our yard with his lawnmower. the mower had been stored in the shed and started every year as I used the wagon to move thing in the yard, my husband passed away in November 2015, I had a friend look at it before I mowed with it this year, the lever that engages the mower, the shaft down below the hood was broke the flat part was completely gone. I had that replaced and repaired. went to mow the yard again and the whole one side of the deck dropped to the ground the weld on the one side was never attached. (hence the extra swivel.) and both times the tires were flat. now I know it's not going to last forever, and the first part I could deal with as it (COULD be wear and tear.) but the deck never being welded correctly was a biggie, I have always trusted craftsman and sears...but come on and the tires always flat. I had a little gold yard tractor from [protected] and never had it repaired other than belts and blades.

I have ordered a mattress from www.sears.com and there was supposed to be a free delivery. When I ordered a I had no idea that I was supposed to request a free shipping! I contacted Sears customer service and they said that it was my problem and that it was only my fault that I did not ask them about that. Well, it was their job to tell tell their customer about that! What a scam! These guys are totally unprofessional and they do not care about anything! Never again I will order anything from Sears!

At best some of the things I recall may be out of order, but the overall occurrences are true. I purchase a Kenmore Elite Refrigerator in March of 2015. From day one this refrigerator has been a nightmare, upon initial hook-up neither side would cool, so we had to schedule a repair appointment. Roughly 3 months later the ice maker stopped making ice and again we had to schedule a repair appointment. Refrigerator worked ok for another 3 months and again stopped making ice I once again called to schedule another repair appointment, this time they replaced the damper and added some sticky tape to the top of the freezer door to ensure it was making contact. Everything worked fine for about another 3 months and again the ice maker stopped making ice. Reluctantly I schedule another service call and they send me a new ice maker in the mail for the technician to install, he shows up adds more tape to the tape of the freezer door and takes the ice maker with him. About 3 months later the ice maker stopped making ice again, so I frustratingly called customer service again and they tell me that my warranty expired 1 or 2 days ago and there was nothing they could do, even though this was an ongoing issue. After arguing with Sears representatives they gave me, the customer an ultimatum, they would repair it. So the 5th time I take another day off work and technician shows up for what I assumed to be a repair and looks at refrigerator and orders parts, so now I have to take a 6th day off for technician to come back and put in parts and he did. Now ice maker still doesn’t work and they want me to take day 7 off for another technician to come out and try to repair.
My question is. At what point is the customer’s satisfaction more important than saving a dollar? At what point does Sears man up and say, We apparently sold you a defective appliance and we are going to make it right? Apparently never! Be cautious people their replacement policy is worthless, they string you along until 1 year warranty has expired and then use that as an excuse to do nothing, no matter if there is a clear pattern of malfunction.

I had delivery before on the same type of unit before and had no problem. Sears delivery guy walked in my house and right away said it was not going to fit .
The washer dryer unit is 27 inches wide my stairs measure 33 wide with banister on so I remove banister so they would have more room . The height of the unit is 72 inches my ceiling go up the step go 20 ft high. I had a 27 inch there before I also know the new ones are 1 1/2 deeper and that it will stick out a little . Which was no problem . I walk the path the salesperson asked and I asked an when home and remeasured everything . The delivery person did not want to bring it up.sears delivered the same type of machine .I asked them to not leave while I called they left while I was talking to delivery on the phone and said they would be had other delivery and that Monday they would come back with four man team. I called on Sunday night to confirm delivery for Monday and was told that I getting delivery on Tues. My husband took off on Monday. There will be no one home on Tues. Need help Lorraine deface

I order this 39'' mattress from sears.com on APR 2 2016 online from sears.com

I receive a delivery on 11 APR 2016 after opening mattress we found mattress is 1 and 1/2 inch short

I call sears.com customer service and inform about wrong size mattress
they told me to go to near by store to return i went there to return but they refuse to take it back and advise to return to sears.com

after 12 APR i talk to couple of customer service guy but they Fail to arrange pickup mattress

I talk today to multiple people but all of them unable to resolve my issue thoguh they talk to me stating that they are manager

MY Iuusue is still not resolve and i got vired answer from customer service
I have employe ID for all of them in case you need

Please help me to resolve my issue.

Thanks
Rakesh

On 3/2 we had the first visit for a garage door opener repair call. Tech said he would order parts and return in two weeks. We waited until about 3/18 and when we called, they said that the job was completed and cleared from their tickets. I told them that they had not done the job so a new ticket had a man arrive 3/22. Tech said a part would arrive in two weeks and it did not arrive. We called again and we still have not gotten part or tech to do repair. It is now 4/26 and after 15-20 phone calls to Sears, I get constantly transferred, put on hold for up to 63 minutes, 27 minutes, 10 minutes --- all telling me that I am the next person in the queue with all three phones on hold at the same time. I also allegedly get transferred, hung up on or told that "its not my job" - call another number. I use the number on the most recent sales invoice left to us on 3/22/16.
The service contract(good thru 12/2017) that Sears sold us is no good to us when we are close to 2 months and no repairs or suitable explanation. The forwarding of my calls to "Quality Control " are a sad joke. In the past, Sears would replace the defective item under the repair policy if the repairs could not be made.

Bill Farrar
bill.[protected]@gmail.com
[protected]

Bought a microwave oven for my rental house and gave the Sears sales associate my home address, phone number, etc. Also gave the Sears sales associate the address of the rental house (to which the microwave should be delivered and installed) and the name and phone number of my tenant so that they could call the tenant and schedule delivery.

I then specifically asked the Sears sales associate to make sure that my name was correct in the system and to double check the delivery address. I specifically asked this as my refrigerator that I had ordered a few months earlier was delivered to the wrong address. He replied that it was all correct and rang up the sale. He then gave me my receipt and the extended warranty documents and I noticed that only my tenant's name and address was on the receipt. He then said "yeah, you may want to call the warranty department to get that name changed."

I just got off of the phone after spending 2 hours bouncing around between various phone numbers at the Sears "help" desk. Finally, I was told that they can't change the name for the extended warranty from my tenant's name to my name unless I arrange for a 3 way call with the tenant.

Thanks, so much Sears. I've bought so many appliances from you over the years (washer, dryer, refrigerator, microwave) and am now in the market for a double oven wall unit. You can be sure that I'm not going back to Sears. I'll try out BestBuy as I seriously doubt that their service could be any worse.

I purchased a water heater at Sears on my new Sears charge card which included installation. I took an afternoon off of work to wait for the installer and when he did arrive he informed me that he would need to bring the installation up to current code and he would return with the required parts. When he did return, he informed my father, who was visiting from Chicago, that the additional cost would be $750.00., and he said payment was due before he installed the water heater. He would not accept my Fathers Sears card and would reschedule and come back when my daughter was home. Now its 2 weeks and no hot water for me or my 4 year old daughter. He finally came back and put the additional $750 on my new Sears card. Here is the actual complaint. The install to bring it to current code amounted to a 4 foot flue pipe and a 2 gallon expansion tank on the hot water pipe. This should have been no more that $200 not $750 . My father is a retiree of Sears Product Services, Hoffman Estates, and is well aware of what this should cost. I want my account credited $550 and you need to investigate and supervise your authorized installation company for consumer fraud.

Cynthia Miller
8701 Stone Hill Place
Springfield, Va. 22153
Phone [protected]

So on Sunday sears runs a special preview sale. We get there as the sale is starting and the item is already sold out. Its not like there was a line there or anything it stated 2 minimum in each store but 2 minutes after the preview sale its sold out. So we are told to try again this week when the sale becomes public. I go online Wednesday and miraculously it is available however at 600 more than the sale price, try to call customer service and get transferred to the store. They tell me they still show unavailable. Then this morning I go on and it is unavailable even for delivery. How can this be unavailable again before the special sale even starts it seems sears is plating games. Available at the full price but when sale begins or is in effect they are all of a sudden sold out

The following is a list of the emails documenting the original problem, phone calls made and no results from Sears. I have deleted my name and address from the emails.

Hi,

Our phone number is 608 xxx-xxxx.

Here is the list of emails

Hi,

I called the delivery specialist and David said he could not help me and
gave me the phone number of [protected] to call. I called and Christopher
answered and said he could not help me and told me to call the delivery
number again. As I started to complain, he hung up!

WHAT KIND OF BUSINESS IS THIS!

Do I have to go into the store with a sign telling people to ask me about
Sears and how they handle problems? Why the run around?

Getting very frustrated and ready to start going to every site on the
internet that I can find and start telling my story.

Do something!

Bill

-----Original Message-----
From: Sears Feedback
Sent: Tuesday, March 15, 2016 12:50 PM
To: Subject: Re1:Re: Your Sears.com Feedback (KMM57559866V11618L0KM)

Dear Bill,

Thank you for getting back to us. We are sorry to hear that you haven't
heard anything back from our delivery team.

We have sent your information into our damage claims department to look
into and assist in resolution. We ask that you allow 3-5 business days
for our team to research this and reach out regarding an update. If you
have further questions, concerns, or comments, please e-mail us back, or
contact one of our Delivery Specialists directly by phone at
[protected].

Once again, thank you for contacting us and have a pleasant day.

Sincerely,
Travis B.
Sears Holdings Corporation

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

We have not heard from HDL. Please resolve this.

Bill

From: Sears Feedback
Sent: Wednesday, March 2, 2016 10:36 AM
To: Subject: Re: Re2:Re: Re1: Your Sears.com Feedback
(KMM57005552V20187L0KM)

Dear Bill,

Thank you for contacting Sears. We apologize for the inconvenience you
have encountered with your washer and dryer delivery. A damage claim has
been created regarding reimbursements for the property damages. You will
be contacted within three business days from the delivery carrier HDL If
you would like to speak with one of our Delivery Specialists directly,
you may do so by calling [protected].

Thank You,
Nisa L.
Delivery Offline

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

Here are the pics in a smaller format.

Bill

From: Sears Feedback
Sent: Saturday, February 27, 2016 9:14 AM
To: Subject: Re2:Re: Re1: Your Sears.com Feedback (KMM56965500V38171L0KM)

Dear Bill
Thank you for contacting Sears.

I am sorry to inform you that we are unable to view the attachment sent
by you.

I request you to compress the file size less than 100000 bytes so that
we will be able to resolve your issue as soon as possible.

You also have an option to fax the receipt at [protected] and please do
mention the case number on the top of the attachment.

I appreciate your patience in this regard and look forward to serve you
again.

Sincerely,
Ace S.
Sears Holdings Corporation
[protected]

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

Hi,

Attached are photos of the valve and wall where the valve was broken
off.

Bill

From: Sears Feedback
Sent: Friday, February 26, 2016 4:15 PM
To: Subject: Re1: Your Sears.com Feedback (KMM56768857V96661L0KM)

Dear Bill,
Once again, I apologize for the inconvenience you have experienced with
your recent delivery. So I am able to look up your order information,
could you please provide phone number, zip code associated with your
order and we will gladly be able to help with your delivery issues. The
information given was not able to pull your order up.

If you have further questions, concerns, or comments, please e-mail us
back
Or contact one of our Delivery Specialist by phone at [protected]

Once again, thank you for contacting us and have a pleasant day.

Sincerely,
Kesharie S.
Sears Holdings Corporation

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

Comment:My name is Bill and we recently bought a new elite washer
and dryer. Sales check number [protected]. The units were delivered on
Thursday (2/18/2016) When the installers came they only had to install
the washer as I had to convert the dryer to lp first. While attaching he
hose for the washer, the installer was over zealous in tightening the
hose with his large pliers. He broke off the valve from the wall! As
water went everywhere, I rushed to shut it off. We dried up the water as
well as possible but it still sat below the platform that I had just
built for holding the washer and dryer. (I did not buy the platforms).
With the fact that the pipe and fitting had to be redone, I would like
to ask for a return of the delivery charge on our units. I replaced the
parts and did all the labor myself but a plumber would have been more
expensive. Let me state that I was not pleased with this situation. I
have purchased many items from Sears over the years.
Name:
Response ID:R_5z2KYO1TcOaREqJ

From: [protected]@trtsapprsa2.kih.kmart.com
Sent: Thursday, April 14, 2016 9:31 AM
To: Subject: Concerning your recent survey with Sears

Dear Valued Member,

We have reviewed the feedback you provided on your recent concern.

Unfortunately the phone number you have provided does not pull up any service information. If you would like my assistance please respond to this e-mail with the phone number associated with your account, delivery zip code and details regarding your experience.

Sears Member Services

Members Original Feedback:

Two months, emails, phone calls, told to call another number and then that number tells me to call back the first number. Service was terrible. Installer broke off valve while attaching hose to washing machine. The cost of hiring a plumber to come out and fix it immediately would have been very high. I am asking for the delivery charge to be credited to my account. I went and bought the pieces and repaired the break myself.

Called the National number for repair of Craftsman weed eater 4 cycle under warranty. Given address for a Federal way location- 25 Minutes approx. from where I live. Blocked out time during busy tax season to take up there on Saturday. .. waited for doors to open. I was told that they no longer accept the 4 cycle for repair; however, if a two cycle they would replace it? They said they contract out for repair and the nearest location for me is in Olympia, and 50 minute drive. ... take down, and then have to pick up when done. I called the National Center again, and they continued to tell me to take to Federal Way? Spent hours on this for repair.
Never buy Craftsman or Sears again.

Experience: Washer repair
Week 1 - repair man comes in and says it needs a part, okay so have to wait a week for it to come in.

Week 2 - repair man comes over to install part and says he is missing another part, okay have to wait now at least 4 days for it to come in

Week 3 - repair man install parts and says its all fixed. but when I run washer its still not running through cycles and not spinning now have to take soakening clothes to laundry mat (frustrated)

2 days later:
Comes back on a Friday (prob last appointment) at 5:00 and says he is suppose to collect $ for us and we said "no" we are under contract he then just walks out on us with no washer machine.

Call up the Sears to complain and then they say just give us 1 more chance, after all this frustration should of ended things but then decided okay I am desperate.

Week 4: Repair man comes out and says it needs another part okay now have to wait for part.

Week 5: Repair man comes out and installs part and then says to my son its all fixed. Okay!
I come home to run a wash and it still isnt working "now I am so frustrated" wet clothes again. Call them again and say I am cancelling and went on for over a half hour and he says I can cancel but have to pay $263.00 for parts and labor. OMG! Really It never got fixed and now I still need a washer machine. Very dissatisfied customer!

Repair service for my washer They show up the 24 in the morning then they said they order a part The part was going to be at my home same day in the afternoon They were going to be back in the afternoon to install the part arrived on time but not the technician no call no nothing and me waiting all afternoon for nothing
Call sears next day 25 they 'reschedule my service same day 25
Service from 3PM TO 5PM I check later for updated it was a msj window of arrival from 545 PM to 745PM guest 8 pm call sears they said technician still was going to arrive
Call again 845PM I was told to wait because the arrival window was 745
I reply is almost 9PM they still no here
They said technician will arrive
I reply no not at this time am tired I going to sleep I would like another re schedule for next day 26
They just said the repair or dispatch department was going to contact me
I ask when? They said any moment keep the line clear
Hahahahaha still waiting for that call and never happen
And I bed I will have to wait weeks for another repair appointment
That will be not fair when I had to wait for two afternoons and one evening for nothingWhen I could be doing something else not happy at all

I scheduled a repair for fridge and range. The day of the repair (waited several weeks), no one showed up. We spent several hours trying to find out what happened and speaking with offshore people. A supervisor finally told me that the technician said we were not home - a bold lie. I had taken the day off and my wife was also home during those hours.

We rescheduled for more than 2 weeks later and today (March 25) the technician again did not show up.
1. I called and first spoke with a man who said "stay with me", put me on hold and never came back.
2. The woman who came on the line again took all the information and said she wanted to check what happened. She told me the tech called in sick.
3. I asked for a supervisor. She put me on hold for several minutes, then said she was transferring me.
4. I was on hold for several minutes again before a recording came on and disconnected me. The total call was 29 minutes
5. I called the local store and got through to someone who transferred me to Sears Solutions.
6. I went through the entire story and while I was expressing that I wanted to get this to the corporate offices, the person hung up on me.

I will not do business with Sears again and will ensure that the many people I know and can contact will know about this. I WILL use social media to publicize this and if I can, will take Sears to small claims court for my time. It is no wonder that Sears is battling to stay afloat.

Seems to me that Sears as a retail company is finished. It is difficult if not impossible to shop online at Sears...so many website problems. But then, who'd want to. Check their prices. On just about everything they are higher than the rest, and frequently ridiculously high.

My most recent (and my final one I swear) just happened this month. I ordered parts, Sears sent the wrong parts. Wrong parts, wrong parts numbers, didn't fit, weren't close. They said I could return them but they would not refund the cost of them shipping these wrong parts to me. What?!

I exchanged emails with them, twice. They stopped replying.

Hey Sears...adios!