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2.3 2934 Reviews

Sears Complaints Summary

944 Resolved
1989 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Sears reviews & complaints 2934

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9:25 pm EST
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Sears appliance sales delivery and service

Please see the complete text below for my complaint. I am still trying to deal with SEARS to return my money for an appliance installation that was not completed. I will never buy an another appliance from SEARS and I hope that you don't find yourself in the same situation. I have filed a formal complaint (see below) and have called the store two times asking for them to address the problem, with the response that "I should call back tomorrow". I received a form letter email from SEARS acknowledging my complaint and saying how they "Pride themselves on Customer Service" Pride themselves on customer service my foot. I don't think they know the meaning of customer service. Complaint below:

To whom it may concern:

I am writing you today to file a formal complaint regarding your appliance sales, service and delivery team. I should have probably launched this complaint over one and a half years ago, but until recently, I would have preferred to put the entire experience behind me and moved on. I purchased three appliances at Sears which were delivered to my new home in May 2011. I had such a bad experience with the delivery personnel, that it took me nearly one year to get the courage to buy the dishwasher for my kitchen. Nevertheless, I recently purchased a dishwasher again from Sears with complete assurance from the salesperson that I would not have another bad experience with Sears delivery and installation. I am writing today to complain that although the installation person was professional, he was still unable to deliver me the service that had been agreed to by the salesperson for the price I was quoted. Currently, I have a non-working dishwasher in my house with word from the Sears Appliance manager at the store that he will not allow the Salesperson to honour the price I was quoted.

Please, let me provide some background to my experience with Sears. In the spring of 2011, I purchased three appliances from Sears; A fridge, washer and dryer. I paid for delivery and removal of all appliances. In May, 2011, the delivery man arrived at my home and informed me that he was unable to disconnect the washer as it may cause a leak and they could not be held responsible. The man then asked me if “I had a husband or boyfriend that could do that for me, ” and when I replied no, he proceeded to hit on me the entire time that he was in my house. He did decide finally to disconnect the dishwasher after I tried myself and was unable because, “I was pretty” (of course it did cause a leak and I was required to have a plumber come into my house on an emergency call to fix the leak) .

He then proceeded to tell me that he was unable to remove the washing machine from my basement because it wouldn’t fit up the stairs. I have a very small basement, and because of this, I was forced to live with an old washing machine in my house for three weeks before the moving people came and were able to remove the washing machine (though they also did this for me because “I was pretty”). The delivery person did not also level the washer and dryer as they were supposed to do according to the terms of delivery. When the man came upstairs to unload the refrigerator, he insisted that he was unable to plug in the refrigerator since my plug at the time was not to code. At this point he proceeded to explain to me that he was very handy and that he should give me his number so that he could come by and fix some of the things in my house. This went on for about fifteen minutes and I did not press on getting the washing machine out of my basement because I just wanted him to leave my house. In fact, this old washing machine laying around continued to cause me problems because when the cable man arrived to install the cable, he informed me that his union did not allow him to move heavy objects, so he had to watch me move the washing machine so that he could complete his job.

In the end, I paid (I believe) $60 for a service that I did not receive, that being the install and removal of my washer and dryer, and also, I was emotionally traumatised by the series of events surrounding this purchase. So much so, that even though I finished my kitchen renovations in January of last year, I was physically unable to bring myself into an appliance store to purchase a dishwasher for my home.

Finally, in December, I decided enough was enough and that a house should not have a hole where a dishwasher should go for more than one year, so (having good experience with Sears in the past ...except for the delivery of my last appliances), I decided again to purchase a dishwasher from Sears.

When I spoke to the Salesman, I was surprised to finally realize how much I had been traumatised by this event, because when he suggested Sears could install my dishwasher, I nearly burst into tears right in the store. Nevertheless, he convinced me that it was not to be the delivery person that would come to my home but a professional installer, and I would not have the same experience this time. When it came time to pay for the dishwasher, he explained to me that the installation would be $175.00. I wanted to assure myself that this would be all, because frankly, all I wanted was that the person would come to my house, do their work, and leave. I confirmed with him that the electrical was roughed-in with wires and not a plug, and that there had never been a dishwasher in the house, so I didn’t know what the plumbing situation was. I wanted to confirm with him that that would be all, because as I said, all I wanted was it to be done quickly with as little stress to me as possible. I did not want any surprises. He suggested that I buy a hose “just in case” which I declined because I could pick one up at Home Depot probably for less money, and then confirmed that the $175 would include the installation and that I would not have a bad experience with Sears again.

Today the installer came and explained to me that my house was not properly plumbed for a dishwasher, that he didn’t have the equipment necessary, and that the cost of the plumbing had not been included in my quote. He was very professional, but he was not able to give me the service I had been led to believe would be provided. He called the manager at the St. Laurent store who confirmed to him that Sears would not be able to honour their commitment to me to install the dishwasher for the price quoted by the salesman. He suggested that I take up the matter with the salesman. I am now left with a dishwasher in my house that does not work, a likelihood that I am going to pay more money for something I had not planned on, and or be involved in a long battle with Sears for honouring their commitment to me. At the least, the simple and painless process which I had hoped and in fact pleaded for, has not occurred. I am now left with the battle with the salesman to honour his commitment, rescheduling a plumber and paying more money and missing more days of work, or hiring a plumber of my own and requesting that Sears reimburse me the $175 for an installation that did not occur.

Last time I did not request the reimbursement of the $60 as it seemed like too much work, but I assure you that this time I will not be paying Sears for a service that I did not receive.

I would like to ask Sears to honour their commitment to install my dishwasher for the price quoted and to try to salvage what is possible of a good relationship with their customer. If not, I assure you that this long-time customer will be one no longer.

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Tayahangel
Rockwood, CA
Jun 20, 2014 6:42 pm EDT

Sears is the worst place to buy anything. I purchase a sleeper sofa to be able to stay with my daughter in Edmonton while I underwent cancer treatment. They promised that I would receive their best mattress not true. The mattress was very uncomfortable so I spoke to a gentleman Chris who was very pleasant and we made plans to return the set. It was returned May 14 2014. I paid $75 for the pick up. Well it is now June 20th and they sent me a cheque for $ 135.51 taking off the $75. for pick up making it so I paid twice for one pick up. The set cost me 1351.21 and the only sent a cheque for $135.51 and they have kept the remaining amount. Since I am on disability payments due to the cancer this has left me in a very difficult position! I would recommend that no one purchase anything from Sears as they do not stand by their products and when you return items they seem to feel it is ok to keep your money.
I would also like to make a complaint against the woman I spoke to after Chris as she was extremely rude and felt the situation was humorous, I have never been spoken to in such a rude fashion. My advice to every one is to never purchase anything from their catalogs or there stores. Shop instead at Leon's as their service and merchandise is tops.Sears will never have my business in their stores or from their catalogs

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Sears failed to deliver chimney hood

I bought $4000 worth of appliances from sears 12/11/12 (chimney hood, garbage compactor, oven, cooktop) to be delivered on 12/21/12 (Made sure I get it for sure on that day, so that I can have my kitchen ready by christmas eve). They made a separate bill for the compactor, becaue they had some issues with their system. I also made sure that they put the delivery of the compactor with the rest, and they (sears sales) gave the instructions accordingly. I got a call on 21st dec early morning stating that my chimney hood is broken hence they cannot deliver it that day, and only on 30th Dec. I called the sales guy (he gave me his bus.. card), he tried to do some thing for me, but said sorry. I called the lady from the delivery dept.. (who called my on 21st morning), she said, 30th dec, I will receive the new one. I browsed through the internet and found the number for their complaint cell, called them and the lady gave me a complaint number, started telling me that things happen in life, we need to be readyto deal with them (opened my eyes :-) ) . She suggested that I can still have my christmas eve, without the chimney hood (Hmm, I didn;t know that I can cook on the new cook top without chimney hood :-) ). She offered me free installation (I had another bad experience before with sears installation), I promptly said no, requested my contractor to come back on 30th, who agreed for that and not charged me anything. I received the chimeney hood on 30th evening, installed it on 31st evening, Also, on 21st morning they delivered only the oven and cook-top (I was not home, my family got them), luckily, I came back just when the delivery people were about to leave, and I asked them what happened to my garbage compactor?, they mentioned they have only three items for me (out of which chimney hood is broken), and they don;t have any thing else. Upon my request they checked again and found my garbage compactor, After all the efforts to get all of them together, though it is the problem with the billing, I had to pay for it again (stress!)

Some one from the customer dept.. called and left a message saying that Bernice (who took my compalint) is out of office, hence the call. complaint number 1187849. I called next day and left a message to Bernice about my complaint number, waited for 10 days, no one called.
I called on 18th Jan morning to see what they do with the complaint, she said, she is glad everything went good and closing the case. I asked If I get compensated for any thing (for all the trouble that I had to go through dealing with sears), answer was NO.
She asked me If have spent any extra money for installation, for which the answer was no (my contractor was nice enough, he didn;t charge me anything, that too working on 31st Dec.. till 6pm).
I asked if I can get compensated for all the trouble that I went through, answer was NO. and, they asked me to call If I see any issues in the future (not sure what issues?) I said I am completely disappointed with SEARS, she said, she is so sorry, that SEARS is loosing me.
I thought I will be offered atleast some discount on my next purchase or some gift card etc.. to keep me with sears, NOPE, they lost me. I am planning to buy a new refrigerator, need to look for another place.
Lesson I learnt was, don;t call their executive office and book a complaint, you we be stressed more.
Good bye SEARS !

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Paul Vance
, US
Jan 23, 2013 4:20 pm EST

THIS is what happens when homosexuals come out of the closet. Simpering whining.

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sausageman
New York, US
Jan 21, 2013 10:23 pm EST

So you wanted to be compensated for your whinning? Seriously? Egad...

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Sears Range Electrical Fire

My wife and I own a Kenmore Elite Dual Fuel Range, Model #790.7938... We purchased it as a wedding gift for each other on May 6, 2005. On Christmas morning (12/25/12) we were cooking muffins in the oven and heard popping and cracking from the kitchen. My wife and I ran to the kitchen and found black smoke and flames coming out from the back of the clock and electronics. I quickly turned off the oven and the flames stopped. I then turned off the circuit breaker too. We then pulled the oven away from the wall and turned off the gas. Now the oven is locked like it is self cleaning mode and we cannot open the oven door to get the muffin pans out. I am shocked to find that on this site alone there are over 12 users withe similar failure modes. I am a electrical engineer who designs circuit boards that operate high voltage and high current energy. This type of design failure is unacceptable and consumers should be warned of the inherent danger in these products. After reading this website and seeing how many people have this same failure mode my wife and I will also be contacting the contacting Consumer Product Safety Commission. As it was Christmas morning when this failed my wife and I gave thanks that we were home when it did so no one was injured and nothing other than the range was broken. Many time since we have reflected that one of the features we use routinely is the delayed start function, imagine if this failure mode happened one of the days we used this feature. We could have come home to our house on fire!

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Update by dtj2005
Feb 12, 2013 10:47 am EST

Steve,
Steve,

We have had no resolution from Sears, in fact we are having difficulty getting Sears to communicate with us. After posting our story on this blog there was a blog post from Sears within 3 hours. That day we contacted Sears Social Media Support as directed (1/17/13). We heard nothing back. So on 1/22/13 we sent the same email again. No response. In one last attempt to chase Liz R from Sears Social Media Support down I sent the email again on 2/1/13. It has been almost two weeks and no response. Our next step is to try calling Customer Care Network at [protected]. Our frustrations is growing since the communication is one-sided and we are met with no response. I will post more if something changes.

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Jack Carter
, US
Jun 07, 2020 4:54 pm EDT
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We have same model range (installed 2005) with an almost identical malfunction (in 2020). any updates on resolutions?

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sjcasey
Chicago, US
Feb 09, 2013 11:13 pm EST

Hello

My family had the exact same problem as you this evening. How did you resolve?
How much? New Stove?

Steve

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Sears company ripped us off and damaged our hvac units

I would like to file a formal complaint against Sears Carpet and Air Duct Cleaning in Lorton, VA regarding their unethical practice of misrepresenting their product offerings and misdiagnosing dust for "MOLD" in order to milk the consumers for thousands of dollars.

To summarize what my wife and I have already shared with the company over the phone today and what we have gone through:

We had scheduled a duct cleaning for yesterday morning (1/14/2013). Unfortunately, my wife was home alone when the crew of three workers arrived in the morning to clean our ducts.

They quickly assessed the situation and the special price of around $155 for a simple duct cleaning jumped up to $ 2750, and my wife was told that the ducts were infested with "MOLD” and that this needed to be cleaned ASAP before the mold would take over the walls and our entire house. They scared her by using the word “MOLD” and they did not do any type of testing whatsoever to support their claims for mold existence. They also made her believe that this was possibly going to take multiple days to clean and complete. They were selling the value we were getting for $2750 by promising the “MOLD” would disappear and that they would do whatever it would take to disinfect and get rid of it. My wife got really scared of the word “MOLD” and agreed for the work to be performed at $2750 with the assumption that the three men crew would stay and complete the cleaning task of mold and disinfection of the ducts, etc. as they had promised. They left after conducting a basic duct cleaning and installation of some UV lights after two hours. Upon further research online, we found that against the same franchise there are multiple similar complaints listed in numerous websites. Some of them sighted the same issues in regards to the scare tactic with usage of the word “MOLD” and upping of the price by multiples of hundreds and in our case thousands!

In addition:
1. The crew ripped us off by using the word mold several times. There is no proof that the black dust inside the duct was actually mold, since they had agreed that no testing was done in that area form their company after the fact.
2. The crew damaged the HVAC units on both levels, causing them to produce a real bad noise, noticed more during night-time sleeping hours. As a result, none of us could sleep last night. They sent some one to check on it but refused to accept any responsibility.
3. The crew broke the attic door and damaged some vents by re-installing them incorrectly
4. The crew left the premises dirty and dusty with left over cut outs and debris on the ground.
I asked Brook (from their company) for a full refund, she refused. I asked her to fix the issues with both HVAC units. She refused. It seemed like she was accusing me and my wife of lying about the incident of the mold. How else would we agree to pay $2750 for a $150 special? I need Sears Home services to pick up their UV lights and refund our money 100% in the amount of $2750. I need them to schedule a HVAC company and repair our HVAC units and take steps for repair and elimination of the noise. I need the damaged attic cover to be repaired and replaced. I need the air supply vent covers installed up-side-down and /or incorrectly to be installed correctly. They refused to agree to their wrong doing and provide a full refund. We are considering legal actions against the company, for all damages and costs involved.

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Hillary M
Sterling, US
Feb 01, 2013 4:10 pm EST

We just had our ducts cleaned by the same company, in Lorton VA. They have me absolutely terrified that there is mold in my duct work. They had my husband look at a camera and showed him black spots in the duct work. He said that's why my 5 yr old son and I have been so sick. They want us to spend a couple thousand dollars treating it and installing the same UV lights. We had been trying to come up with the money when family members helped us recognize the scare tactics. I was so shocked to simply google search "Sears uses scare tactics regarding mold in ducts" and found your post about the SAME EXACT company in the SAME EXACT town. Unbelievable. I feel like such an idiot. I am so sorry for what they did to you and I pray that you are refunded. Thank you so much for filing this complaint. You are saving my family money not to mention, I have been so stressed the past two days.
FYI- They also left my house a disgusting mess. I am so angry right now! Disgusting! I thought SEARS was reputable and trustworthy! NEVER again! I will tell everyone I know.

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Sears they broke a part on my car

I went to Sears Auto Center in Ann Arbor, Mi on 1/11/13 at 11:30am EPA MIG000010302 FACILITY F-108110 for an oil change and tire rotation for the first time. The technician broke off one of the lug nut studs when taking off my wheel! They told me I have to pay for it and it was $91! I told the service advisor that I was not paying for it, you broke it and I want my car the way it was before i brought it here! I asked for the manager who eventually came out after about 20 minutes, who did not have a name tag on and would not tell me his name. I told him what happened and I told him I wanted the piece that broke off and he said they could not find it but would look. 15 minutes goes by and I see the service advisor and the manager at the desk and I said i thought you wrere looking for my part and they simply told me they could not find it! I said and you had me out here waiting? When were you going to tell me. I pulled the manager off to the sode and told him not top talk to me like I was some stupid woman and he threw his arms up and said what do you want me to do? I SAID I WANT YOU TO FIX MY CAR! He said it was not his mechanics fault and i had to pay! I said you think I'm dumb but I knw exactly what happened.. your mechanis did not have his impat gun properly calibrated and put it on the lug nut and squeezed all at once and snapped off the stud! He would not admit it. I said i wanted to talk to his manager and he just tore off a piece of paper and said to call this number which he scribbled [protected]. I walked away crying! I saw the servcie advisor and asked him who his bos's boss was and he told e it was the district manager and he was there now. HE WOULD NOT COME OUT TO TALK TO ME, HE LEFT ME OUT THERE! i NOW KNOW THAT THE MANAGER IS STEVE GRZESKOWIAK AND THE DISTRICT MANAGER IS WALT WILBERT. I said you would rather me walk out that door unhappy because you broken my car for $91 and have me tell 20 people and post it on the internet than ow up to the mistake and fix my car? HE WALKED AWAY! He did this in front of other customers! I left the store with only 3 lug nuts on my left front wheel, PRAYING it would not fall off.. now it sits in my driveway afraid to drive it! Oh yeah, and I drove 20 miles just to get there! I do not hav ethe money to fix their mistake and I cannot drive the car and now cannot go to work! THEY JUST ABANDONED ME!

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Update by BUFFALONEWYORK
Jan 12, 2013 1:16 am EST

I went to Sears Auto Center in Ann Arbor, Mi on 1/11/13 at 11:30am EPA MIG000010302 FACILITY F-108110 for an oil change and tire rotation for the first time. The technician broke off one of the lug nut studs when taking off my wheel! They told me I have to pay for it and it was $91! I told the service advisor that I was not paying for it, you broke it and I want my car the way it was before i brought it here! I asked for the manager who eventually came out after about 20 minutes, who did not have a name tag on and would not tell me his name. I told him what happened and I told him I wanted the piece that broke off and he said they could not find it but would look. 15 minutes goes by and I see the service advisor and the manager at the desk and I said i thought you wrere looking for my part and they simply told me they could not find it! I said and you had me out here waiting? When were you going to tell me. I pulled the manager off to the sode and told him not top talk to me like I was some stupid woman and he threw his arms up and said what do you want me to do? I SAID I WANT YOU TO FIX MY CAR! He said it was not his mechanics fault and i had to pay! I said you think I'm dumb but I knw exactly what happened.. your mechanis did not have his impat gun properly calibrated and put it on the lug nut and squeezed all at once and snapped off the stud! He would not admit it. I said i wanted to talk to his manager and he just tore off a piece of paper and said to call this number which he scribbled [protected]. I walked away crying! I saw the servcie advisor and asked him who his bos's boss was and he told e it was the district manager and he was there now. HE WOULD NOT COME OUT TO TALK TO ME, HE LEFT ME OUT THERE! i NOW KNOW THAT THE MANAGER IS STEVE GRZESKOWIAK AND THE DISTRICT MANAGER IS WALT WILBERT. I said you would rather me walk out that door unhappy because you broken my car for $91 and have me tell 20 people and post it on the internet than ow up to the mistake and fix my car? HE WALKED AWAY! He did this in front of other customers! I left the store with only 3 lug nuts on my left front wheel, PRAYING it would not fall off.. now it sits in my driveway afraid to drive it! Oh yeah, and I drove 20 miles just to get there! I do not hav ethe money to fix their mistake and I cannot drive the car and now cannot go to work! THEY JUST ABANDONED ME!

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Sears free estimate?

In an attempt to have Sears come and give me an estimate on my bathroom tub, I have been screwed and lied to repeatedly. First, I was told my local rep. had tried to call me the previous day to confirm - since they didn't get me on the phone the appointment was cancelled. I went back through the missed calls - none of them from Sears local guy. So I rescheduled I need an estimate on my bathroom tub - I called them 24 hours ahead to confirm (not wanting to wait for them) - all is well. 4:00 on the morrow they will come and give my estimate on the bathroom. Not exactly. 8:45 P.M. a message is left on my answering machine telling me my "kitchen" appointment needs to be canceled because all they have available is a "bathroom" representative. When I tried to call back the offices closed at 9:00 P.M. I called at 9:00 A.M. spoke with a sweet girl named Kavika who was helpful but after calling the local team, called me back to tell me they would not be able to make it to my place. I am tired of the lies and the run around - don't even bother with Sears!

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Sears shoddy tire mounting

Purchased a tire, had balanced and mounted on November 2, 2012. From day one seemed out of balance. On January 9, 2013 was having car serviced at my usual statiion. Mechaniic noticed sound of something rolling around in this tire. I asked that it be dismounted to find source. Poorly qualified technician had thrown the tire on without looking inside. We found a complete valve stem and some round piece of metal loose in the tire. Apparently its a good place to dispose of trash not to mention add road hazard. So I then had the other from tire removed because it, also, had something inside. This tire had been purchased at Sears Auto Center, Fair Oaks, VA three years earlier. This tire was found to have a piece of the rubber bead of the tire about 4 inches long which had been torn off during mounting. Again, very shoddy workmanship. Do not have work done at Sears Auto Centers. Shoddy workmanship, slow, poor reviews. I will not shop Sears again! LS, Fairfax, VA

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JBHayes
Merritt Island, US
Jan 09, 2013 7:08 pm EST
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Doesn't surprise me...I just spent a total of 30 hours trying (finally successfully, ) to return a bad battery to them. Amazing that I can walk into any Walmart, Auto Zone, Kmart with a battery that hasn't made it to it's warranty limit, and it takes about 15 minutes to process and get me out the door. In this case, I had spent a few bucks shy of $900 on three of their top of the line Platinum batteries. These batteries were advertised as having a 48-month Free replacement warranty, which I'm sure accounted for the steep price on each unit. However, when I tried to take one back 11 months after purchasing it, I received nothing but grief. The first day, Sears Auto computer system was down, and they insisted that they could do nothing about my battery without the computer (even though I had all the receipts and paperwork received at the point of purchase.) As a result, I had to cancel an appointment to have my some maintenance work done on my RV (which the battery came out of.) The next day, I returned, and found that the computer system was up. I explained again that I was returning this battery for a new one, at which point I was told that they needed to charge and test it first. I said that was reasonable, but that they had already delayed me once with the computer glitch, and why couldn't they have done the charge/test the previous day? Didn't need a centralized computer system to do that. They had no answer, and got somewhat rude. I also explained that when I first discovered the dead battery, I had put a charger on it overnight (with no effect, ) and put another charger on it the following day (once again, no effect.) Furthermore, I informed them that I jump started the battery with my car, and then let it run for two hours on the RV. When I turned off the key, the battery was as dead as ever. Ergo, they probably weren't going to get it to charge. They guys just looked at me like I had a horn growing out of my forehead. Angry, I left them with the battery, after asking how long it would take them to determine that the damned thing wouldn't charge. They told me to check back in 6 hours. Meanwhile, I am still fighting the clock, since I have to be in Nevada, 2400 miles away from Cape Canaveral, in five days. They've already caused me one major delay, and now another. I really didn't want to go somewhere else and spend another few hundred on a new battery, when I felt that they owed me one, but I might be left with no choice. I returned to the house, and started emailing Sears outgoing CEO, Louis D'Ambrosio. I also contacted the store manager, and got the email for the District Manager. I copied them in on the email to Mr. D'Ambrosio. At 2:00pm, I waited a few minutes to see if the Auto manager would call me back, as he had promised. He failed to do so, so I called him at 2:10pm, and asked where we were. He told me the battery was still charging (63%.) I called him on his promise that they gave me a six-hour cutoff, then mentioned the correspondence with the retail manager, the district manager, and the CEO. He got very stiff over the phone, and then said something to the tune of: "Fine. Come back down, and I'll give you a new battery even though you haven't given us time to properly test this one." You could hear the indignation in the man's voice...like he was doing me a favor. I calmed myself and drove to the store. When I got to the pickup counter, the kid with the attitude that I had dealt with earlier came trudging out with my new battery in his hand. He actually dropped the thing on the ground next to me, hard enough that I checked to see if the fall had cracked the plastic (I was almost wishing the impudent little POS had cracked it.) He wouldn't look me in the eye, and fumbled around with his computer. The only words he said were, " that'll be $1.59 for the environmental fee." I almost laughed, since he was acting like he had been beaten, but was trying to save a bit of face by making sure I didn't get out of there without paying something...I told him in a calm voice that I had to go get some cash, since I wasn't going to put $1.59 on a credit card. I took the time to walk back to my car, grab $1.59 in change, walk back inside Sears, proceed to a salesgirl, and ask if I could buy three rolls of pennies. She complied. I headed back to the Auto section with my 3 rolls of pennies and 9 cents...cracked open the rolls on his desk, so that the 150 pennies formed a nice pile, picked up my battery, and headed for the door. I did happen to mention that "he could keep the change, " as I was on my way out. I will never shop at a Sears again in my life. Just sayin!

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Sears liability

Dear Sears, below you will find my original post from yesterday with replies. I did send an email to the address you’ve provided, I received no reply so far. I called Sears Commercial many times and had a technician at my house. He rudely informed me that he cant help me as it is the plumbing issue and machine was plumbed in incorrectly and I need to call the plumber. Sears supervisor Larry Bagleef advised me on the phone not to use an outside plumber as the adjuster from Sears Carly Anderson will contact me and when she sends the inspector he will evaluate the situation. The time frame for this action is unknown, meanwhile I am losing 100s of gallons of water in the drought state of CA and $100s as well. I also can’t use the machine Kenmore Elite that costs $900 plus over $2000 in water bill due to incorrect installation by Sears and the bill keeps going up along with wasted water. The service # is [protected] for you to follow through. Is Sears going to resolve this issue, take responsibility and rectify the situation or should I go the legal way along with Fidelity Home Warranty, State Farm Insurance and DWP of the state of CA that currently has strict laws imposed on water usage (and waste)?

Irena Prager “”THIS IS UNACCEPTABLE! Sears installed new washing machine in August and Sears installer messed up the connection so we had a huge leak (out of plain site) and lost thousands of gallons of water in California (where we have a drought and supposed to conserve water). We had about $2000 extra on the water bill and called the specialist from DWP that had discovered this tremendous leak. I called Sears on the 4th of Jan. and the gave me “emergency” appointments on the 10th while I have a fountain of water wasting our CA precious resources and my money as well. Sears rep advised not to touch (or fix) it before their technician gets here. Also they advised me to seek reimbursement from my homeowners insurance that DOES NOT COVER DAMAGE CAUSED BY LEAKING PLUMBING of from Home warranty Company (Fidelity) that does not want to deal with it either. The actual washing machine (Kenmore Elite) does NOT function as promised either, it fills out to the top while washing 1 pair of pants!
I NEED SEARS TO TAKE FULL RESPONCIBILITY FOR THE INSTALLATION ERROR, REIMBURCE WATER LAOSS AND REPLACE THE MACHINE FOR A DIFFERENT (MANUAL CONTROL) MODEL.””

o “Sears Cares Irena, I'm terribly sorry to hear of the troubles you are having and cannot even begin to imagine the frustration this must be causing you. We would like to speak with you further to see what options are available and request that you please send us an email containing your preferred contact information, including the phone number used when purchasing the washer, to [protected]@searshc.com. Please include your FB screen name (Irena Prager), so we can reference your post. Again, we apologize and we look forward to speaking to you soon. Thanks, Jay””
Irena Prager Thank you Jay. The email has been sent to [protected]@searshc.com. Will let everybody know how soon I get a reply and what will happen after.

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Update by Irena Prager
Jan 10, 2013 4:40 pm EST

Today, December 10th 2013 I had called the outside plumber to fix the leak as I was loosing too much water and the plumber fixed the incorrect installation by Sears and stopped the leak. Sears Technician (SERVICE ORDER # [protected], TECHNICIAN id 0896118) came to check out the machine, Kenmore Elite (model #[protected], serial # 207KWRE9K998) that has water settings on HOT, WARM, ECO WARM, COLD, TOP COLD. On ALL of these settings the water in the machine remains COLD, not due to the incorrect connection (it has been corrected by my plumber), but due to the computer board internal setting that regulates how machine would be filled. On HOT setting it takes about 2 CUP S of hot water from the HOT hose and follows up with 2-3 GALLONS of COLD water from the COLD hose, as a result the washing water is COLD on the HOT setting! Technician explain to me that in this “high efficiency” machine is normal as it is trying to save my gas heated water. He said it runs NORMAL and spent about 5 minutes in my house. The machine could not be NORMAL as it has SAME COLD water temperature on 5 DIFFERENT TEMPERATURE SETTINGS indicated on the panel of this Kenmore machine. I need to SEARS/Kenmore change this machine to another one that works as stated on description and instructions. I have no help or response from Sears so far despite their promise to stand by their promise of quality of product and service..

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Sears washing machine - installiation

This is unacceptable service from sears! Sears installed new washing machine in august and sears installer messed up the connection so we had a huge leak (Out of plain site) and lost thousands of gallons of water in california (Where we have a drought and supposed to conserve water). We had about $2000 extra on the water bill and called the specialist from dwp that had discovered this tremendous leak. I called sears on the 4th of jan. And the gave me “emergency” appointments on the 10th while I have a fountain of water wasting our ca precious resources and my money as well. Sears rep advised not to touch (Or fix) it before their technician gets here. Also they advised me to seek reimbursement from my homeowners insurance that does not cover damage caused by leaking plumbing of from home warranty company (Fidelity) that does not want to deal with it either. The actual washing machine (Kenmore elite) does not function as promised either, it fills out to the top while washing 1 pair of pants!
I need sears to take full responcibility for the installation error, reimburce water laoss and replace the machine for a different (Manual control) model.

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Sears not honoring extended warranty

The door on my oven after 10 years broke while I was using it. I have a extended warranty with Sears and called them out. So I guess my husband and I are so bored we have taken up using our oven door as a trampoline. I told tech I have no kids to jump on the door nor did my husband and I jump on it, then he said I put something heavy on it. The door is a monster to open and close and I didn't know that you cook on the door any ways I always thought you cooked on the shelve in the oven. The service tech then said it isn't covered under our extended warranty because we abused our door by jumping on it or putting something really heavy on it. I am pretty sure I can't lift a 100 lb to see if the door would break or not. I called customer service with Sears and was talk to unbelievably disrespectfully, Then I was put on hold with a customer service rep for over a hour. She then returned and stated it didn't matter if they sent a new tech out they will see what the 1st one said and say the same. I asked for a supervisor and she stated that she was as high up as I can go even though she was just a customer rep she apparently has no supervisor which is hard for me to believe. They said they will submit a complaint about how the tech treated us but his absurd diagnoses will stand and our door won't be fixed. The door fits perfectly, it still has the hinges as you can see in the photo below. If I was abusing it by jumping or putting heavy things on it, it shouldn't look new after 10 years and the door should not be fitting in place there is not even a scratch on the unit. It appears the inner door liner gave under the constant use of 10 years. I followed my contract and paid for the warranty now Sears needs to do the required repair and stop making stupid assumptions because none of them add up. Thing do give after 10 years and they should fix the door. I did look at a part site and the inner liner door which is the only thing wrong with it cost $146 which they should be able to get cheaper. The only thing that doesn't work is when I open the door it goes almost to the ground. it is fully attached and it fits perfect in it spot as you can see in the picture. I also attached a picture of the inner door liner where it gave way. There reason is absurd and I should have a right to be heard and this error corrected. Thank you for listening and your help in this matter.

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Sears fraudulent shipping charge

On October 12, 2012, I purchased a refrigerator at Sears Canada, Calgary North HIll store, charging it to my Visa, and to be delivered to my home on October 18, 2012.
On October 15, I canceled the purchase over the phone and requested the Visa charge to be reversed. Someone from the store called me back to confirm the cancellation and I confirmed it. No fridge has ever been delivered to my home.
On my next Visa statement the purchase price has been reversed, the $204.69 delivery charge has not. I went to the store and talked to the salesman Jamie Barisoff, who telephoned their delivery department and confirmed that NO DELIVERY has been made, and said the delivery charge will be reversed and it will appear on my next Visa statement.
At my bank I was told to pay the Visa in full or I would be charged a 21% interest if I did not. I paid it in full.
Sears Canada has never reversed the delivery charge made to my Visa. Not in November, not in December, Sears Canada Inc. simply will not act on the issue. They fraudulently collected $204.69 from my Visa and to date have not reversed the charge.
Kathie Bondar
Email [protected]@airpost.net
Phone [protected]

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SKOR
Toronto, CA
Jan 03, 2013 1:17 pm EST
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I used to work at Sears. We were not able to cancel an order after 24 hours, because the item would have already been dispatched at the warehouse and the delivery truck booked. Sears does not use its own delivery anymore - another company does deliveries for them - so they cannot 'cancel' a delivery request after 24 hours.

It sounds like Sears did not cancel this order, but issued you a refund on the purchase price instead. Delivery fees are not refundable: https://secure.sears.ca/customer-support

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Sears delivery

I recently ordered a hot water heater online and realized that the delivery date was way to far away .so i called the next day and tried to cancel the delivery date of jan 14 2013 so that i could pick up my order from the store but they told me there is No way to cancel it at this time .I dont understand it ! (why)would i have to pay for a delivery charge if i just want to change my mind and pick it up, They are very rude on the phone i spoke with several customer service reps, They hung up on me when they are unable to answer my questions..then i called back asked to speak with a manager and he wants to offer me just 10 dollars as a credit..what the hell..I let them know i have to get a uhaul truck to pick it up, , I have to pay for that, , why would i let them keep my money for doing nothing..

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Sears damaged floor

I purchased a Kenmore Elite refrigerator from the Sears Outlet store in Willoughby, Ohio, which was delivered to my home on Monday, 11/12/12. One week after the fridge was delivered, I noticed the tile grout by my fridge was popping up and cracking. I also heard a drip noise (which I initially thought was the fridge icemaker). I moved the fridge and saw the water line to the fridge was not tightened correctly by the delivery people (it wasn't tight at all where it connects directly to the fridge). The water had been leaking behind my fridge into the access panel for a week. The water soaked all of the insulation in the wall area, and ran into the subfloor in front, behind, and next to the fridge. The subfloor had swelled and started to rise, which subsequently cracked the grout and popped the tiles up off the base floor. The water also had leaked into the closet area in the lower level of the house.

When I called Sears on 11/19/12 (which was immediately after noticing the water leakage), I was told someone would be calling me within 24-48 hours regarding the damage. However, I have had to repeatedly call Sears because no one ever calls me back. According to Sears computer systems, a claim was finally input into the system on 11/26/12. I was also told that the fridge was delivered by a 3rd party contracted with Sears called Spirit Delivery and Distribution. Since no one was calling me back, customer service provided me with the phone number to the distribution store. I was connected with "Bruce" who apparently is one of the managers for Spirit Delivery.

Bruce came to my house on 12/4 to assess the damage and take pictures. However, he never moved the refrigerator and I had to show him how to use his I-phone camera because he kept putting it on video record instead of picture. Regardless, he informed me that a damage claim would have to be submitted to their insurance company because of the extensive damage and I should receive a call from their insurance company within the next few days. But again, no one called me. So, after not hearing anything from him or Sears, I called "Bruce" on 12/19. He said he spoke with customer service and someone should call me within "a day or so". Since no one called me, I called Sears customer service on 12/21. I was told that the distribution center was sending me "paperwork" to complete and an email was sent to the distribution store manager (Mike) to call me.

I still have not received a call from Mike nor have I received paperwork to fill out. What I did receive, however, was a letter from "Bruce", dated 12/20/12, saying "After reviewing your claim and the notes that were recorded at the time of the incident I am going to deny your floor damage claim...On December 4, 2012, I noted that damage is 10 ft from the refrigerator and it appears that the damage was not related to hook-up of the refrigerator."

Please note that the damage starts behind the fridge and extends out about 10 feet in almost all directions. It does not START 10 feet from the fridge space. I have had contractors come to my house to assess the damage and even crawl into the crawlspace under the kitchen noting that the insulation under the fridge area is still wet. I am receiving estimates of approximately $6800-$8000 to repair the damage. Today is 12/27/12. I NOW HAVE HARRY MOLD GROWING IN MY KITCHEN WHERE THIS DAMGE IS and I HAVE SMALL CHILDREN! I have only received the run around from Sears customer service and Spirit Delivery and Distribution. This has been the worst experience.

In addition, customer service has repeatedly told me I can submit an insurance claim to my home owners insurance. But, why would I do that when this was something caused by your company or someone you contract with. Customer service also connected me with Sedgwick (or however, it is spelled), which covers Sears insurance claims, but Sedgwick said they don't handle the claims of the 3rd party delivery companies.

If this was your delivery experience with Sears, you would be as upset, if not more than me. I have only received the run around and I just want the damage fixed that was caused by the delivery of a fridge I purchased from Sears.

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Sears credit for order cancelled by sears

On Black Friday, ordered a drill and other items from Sears. Received the other items and when I checked the order history I found than Sears cancelled my order for the drill on Dec. 6 (with no explanation). I called on Dec. 10th regarding the drill and Sears did admit to cancelling the order, but no reason why. I inquired about crediting my credit card and was told that it takes 3-5 days to show up on my account. I waited until Dec 17th, and called again after no credit was posted to my credit card. Customer Rep noted my file and sent inquiry to case manager who would be in contact with me in 48 hours regarding the refund. On December 20th, called again to state that still no refund and that case manager has not called. Customer service rep requested that I wait another 3 days and check then since if "we" place another inquiry with the case manager, it could prevent me from getting a refund? I also asked if this was Sears standard practice to charge a credit card prior to fulfilling an order, and the Rep said YES, if you order and do NOT pick up the item in the store, then your order is charged at the placement of the order, and not when shipped (if ever). The Rep suggested ALWAYS pick up at the store and Sears will wait until you pick up to charge your credit card.

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Sharon blake
Boardman, US
Dec 29, 2012 10:30 am EST
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I placed an order on Thanksgiving for a dishwasher that was onsale using Sears Gift Cards. I was contacted a few days later that my order was ready for pickup, but later found out that the order had been cancelled. I was never notified that my order was cancelled and was upset when I found out that you took my money from the gift cards, but had no intention of filling my order. 6 weeks later I still have not received my money back and after contacting Sears today again I was told that I would receive the cards within 5 to 7 days. So basically they have kept my money for more than a month and a 1/2. If they couldn't fulfill the order I shouldn't have been able to place it and I absolutely should have received my money for this amount. I will be putting a message into the better business bureau about this situation and I am extremely unhappy with the service that I have received and do not intend on placing further orders with them again.

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Sears dehumidifier recall

DANGEROUS Dehumidifier recall:

Sears is recalling dehumidifiers that were made by LG between [protected] due to fire hazard. Link to recall: http://www.cpsc.gov/cpscpub/prerel/prhtml12/12240.html

The problem I have with this recall is the fact that Sears and LG are only providing a prorated refund depending on size and age of unit. Looking at other recalls in the past that have been by LG included a free repair. This time they are not offering a free repair or replacement—only a prorated REFUND!

So now I have a defective dehumidifier that I must stop using immediately and go spend more of my hard earned money to replace it. I called Sears and LG only to get nowhere. They do not care! LG told me this is the best they will do. They do not care about their customers anymore!

A RECALL for a DANGEROUS and DEFECTIVE appliance should either get fixed or replaced with the equivalent, not a prorated refund.

Please post this and share this with everyone you know. There are more than 700, 000 affected units out there that need to be replaced. If everyone starts complaining maybe we can make Sears and LG do the right thing!

Thanks for posting.
Tim

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Update by Timinct
Jan 09, 2013 5:05 pm EST

Hey Frank,

Thanks for the support. As of Jan 9 I have got no where with them. All I get is Sears trolls that are on the net saying sorry and to contact them. I have done as instructed and still nothing. I was told via email I would be contacted by a case manager. That was over a month ago.

I filled a complaint with the Consumer Product Safety Commission about the remedy for the recall. Previous LG recalls have been repaired not given a prorated refund. More people need to complain...

Tim

Update by Timinct
Jan 01, 2013 4:42 pm EST

"Sears Social Media Support Escalations team" is worthless !

Update by Timinct
Dec 31, 2012 8:12 am EST

Susan if you really cared you would help me. Your Sears social media crap doesn't care at all. Look at my other complaint. No contact after following the instructions just like yours. This is a joke! Sears Cares, NOT!

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Gary15801
DuBois, US
Mar 20, 2014 12:35 pm EDT

We cut off our plug from our dehumidifier, followed the instructions and mailed it in 6 months ago. After receiving not so much as a confirmation, we began inquiring at our local Sears store. The responses we got were, "not our problem", and "Sears bought this from someone else, we can't help you". If and when we ever do receive any refund, one thing's for sure, that was the last appliance we will purchase at Sears.

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alex wing
Morris, US
Mar 04, 2014 3:59 pm EST
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Well I can say that log will not give me my refund because I have the wrong tracking number from their label they sent me to put cord and serial /model numbers in required to receive my 125 dollars towards another unit . Needless to say I will never buy LG or sears
Alex

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TomoC
, US
Sep 24, 2013 6:44 am EDT
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I also have two of these 70 pt dehumidifiers and recently spent big bucks having both of them repaired (just before I received notification of the recall) for the 2nd time (didn't purchase the extended warranty unfortunately)! It seems that by now I've replaced everything electrical/mechanical in them. For me $100 will not even cover 1/2 of what it will cost to replace these units. The thing that ticks me off as much as anything was the timing of the repairs. It must have been known when the units were repaired that there was a recall but they went ahead and repaired them anyway with no notification to me of the recall.

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UP CG
Houghton, US
Aug 01, 2013 9:25 pm EDT

I had the same problem as the previous poster. I complied with the instructions for how to deal with the recall. I pulled the stickers from inside the dehumidifier, cut the cord and sent it in using the provided address label and took photos of the labels/cord. I made a mistake in not making a copy of the USPS shipping label. As a result Sears and LG have not made good on their promise of a $100 gift card and $25 coupon and while they would have all the shipping information, since I don't have it I keep getting the run around when I call the hotline. I sent the package to them on June 27th, well beyond the promised 10 day turn around. Meanwhile my basement is damp and due to the handling by Sears I ordered a replacement from Amazon and made sure it wasn't manufactured by LG. Too bad that a company who has been an important part of American history for over 100 years has resorted to scams to attempt to turn a profit.

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R. Flynn
Bayport, US
Jul 29, 2013 2:33 pm EDT
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After sending LG everything they required for the rebate I have received nothing from them after waiting 13 business days. Their recall website stated rebate would be received within 10 days of their receipt of the items. When I called their rebate phone number I got Bombay India. All she could tell me was the rebate request was received using the USPS tracking number which I already knew. She could not use their own rebate confirmation number to see if it had been processed. She just said they were backlogged with requests. At this point my basement smells and I have no idea if the rebate was lost. This is extremely poor customer service. Good luck fighting them for anything more than they offered.

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M Campani
Massapequa Park, US
Jul 23, 2013 12:25 pm EDT
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I agree this should not be prorated refund! Sears took all it's time to notify customers, I never received notification, just happened to hear about it on the radio. You cannot possibly buy a new humidifier for what they are refunding you and now Sears has 60, 000 people
buying new humidifiers from them and they are the ones coming out ahead. How can I leave my basement without a humidifier for all the time they are telling you to wait. I guess I'll just have to sue for the loss of furniture, rugs, TV, and health problems that would occur without one all that time. When I called to complain I was told a supervisor will call me in 5 days to listen to my complaint that's not including time to receive my rebate. Sears does not care about its customers in the least! Talking to customers service is like talking to a recording. Well just ANOTHER reason to not shop at Sears...I also would like to know if anyone has any luck getting anywhere..One other point that was previously stated if you don't want to wait for the coupon it's lost because it's only for another dehumidifier. This is a no win for the consumer!

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Frank Sch
Dover, US
Jul 07, 2013 8:50 pm EDT
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Just checking back, has anyone had luck pushing this issue further? I just received my sears 25 dollar coupon today and I didn't remember hearing that it could only be used on a dehumidifier but at this point it doesn't matter. What sears is getting away with is criminal, I really wish I was retired and had more time to fight this battle and actually protest at the stores but unfortunately that's not the case. Well anyway, if anyone has had any luck getting anywhere, please let me know.

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Alan D B
Frederick, US
May 06, 2013 6:48 pm EDT

I received the same recall. If its not bad enough that they just give a tiny refund rather than repair; but they also require that you dispose of the unit yourself. To legally dispose of it I would have to have the Freon professionally removed, which would probably cost as much or more than the prorated rebate! Sears is also issuing a $30 coupon for a new unit from Sears, but I certainly will not be buying another unit from Sears!

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LRPl
Alpharetta, US
Apr 23, 2013 8:36 pm EDT
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I agree, I actually have 2 of the dehumidifiers and can't believe they aren't replacing them, instead of just the gift card. There's no way I can replace them for $100.00 a piece, and I've paid for extended contracts for years. Sears obviously, is not customer orientated.

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Frank Sch
Dover, US
Jan 07, 2013 8:12 pm EST
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Tim,
I'm with you. I think what Sears and LG are doing is totally unfair. I don't know if you have had any luck beyond these postings but I intend to make some calls to people as well. Not sure what effect or results they will have but its worth a try. Welcome to Corporate America...

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Sears pictures

Yesterday my family and I had a twelve o'clock appointment to get pictures taken. The lady that did our pictures was very unprofessional she was dressed for lounging, and just lacked the ability to do her job. We waited 30 minutes while she attended another clients pictures. I thought that is why we had appointments. Meanwhile my five month old son was getting fussy. My boyfriends eyes were half closed in one shot and when reviewing them she did not offer to retake them but suggested that was the best picture and suggested we get it in a small size, because she said no one will notice. That was very tacky. We waited for four hours and finally got to go home. I will never go back there again and I will not send my friends or family there. The ladies working there all seemed more into getting fuzzy holiday pens more important than helping the clients.

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Sears fraud

On July 16, 2011 I purchased a Kenmore 18 SEER central air conditioner and air hanger system which was later installed by a Sears certified mechanic on August 5, 2011. Since that time I have made numerous phone calls to both the store (Sears in Stroudsburg, PA) and the project manager (Hector Toledo) asking for a AHRI certificate so I could file for a $300 HVAC equipment rebate from my energy provider (MetEd). Everyone who has answered the phone and been very pleasant and has promised that the appropriate person would return my call, but no one has ever called me back. I placed at least a half dozen calls within a six month period immediately following the sale.

When we got an unexpected hot spell in April 2012 we turned on the central air conditioning system and got a surprise – it blew hot air. Again, I called Sears but no one returned my call. Luckily, I had the business card from the mechanic who installed my system (Mike from MJA Heating & Air Conditioning) and he promptly returned my call and came out to investigate. He found that the compressor wasn’t working and needed to be replaced – only 8 months after the initial installation. He said that there was a leak and that things like this occasionally happen. I took him at his word and left it at that since he was replacing the unit at no cost to me.

Since that time, I have contacted the Air Conditioning, Heating, and Refrigeration Institute (AHRI) myself in hopes of obtaining a certificate so I could file for my energy rebate. And, lo and behold, I found out why no one from Sears had been returning my calls. When I provided the model and serial numbers of the equipment I was told that the air handler was not certified to work with in conjuction with the condenser that was installed. The air handler should have been an FVM4X60. They then told me that the systems:
• Would not render 18 SEER
• Would burn each other other due to system contamination.

I have since spoke to several people from various air conditioning companies and they all agreed with the information provided by the AHRI.

This system cost me $9, 968.00 which I have been paying off monthly. My interest free period expires in February 2013 at which time I had planned to pay off the unit in full. This now puts me in a difficult position since I know that what was installed was not what I paid for. I purposedly purchased a high efficiency system to keep my electrical costs reasonable since electricity is my source source of energy for the house. I am also concerned that I am going to miss the deadline for the $300 energy rebate (which is June 2013). But most of all, I am afraid that the system is going to repeatedly malfunction. The inconvienence is bad enough since repairs require time off from work, but I am most concerned about the out of warranty costs that may incur.

I am contacting the Better Business Bureau in hopes that you can can intercede and render satisfactory results. But, if you feel that this needs to be fought legally in court, your recommendation on how to proceed would be most appreciated. I’m not sure if I need a contract lawyer (breach of contract in not providing a certified 18 SEER system) or a criminal lawyer (for fraud). I would like to avoid having to go to court to resolve this issue, but need to get this issue resolved before both the energy rebate time frame or the interest free payment period expires.

I have copies of all of the paperwork, but have summarized some of the key information for you as noted on the following page of this letter.

Sales Information:
• Sears Office Location: Phila-3199
• Salesperson: Scot Williamson
Email: scot.[protected]@searshomepro.com
Cell: [protected]
• Job # [protected]
• Proposal date: 07/16/11
• Furnance/Fan Coil model: FXM4X4200A
• Condenser Unit: *4A836GKD
• Purchased by: Phyllis M. Hauner-Morris
Address:28 Laurel Ridge Road, East Stroudsburg, PA [protected] which has since been re-addressed as 2142 Laurel Ridge Road, East Stroudsburg, PA [protected]

Installation Information:
• Installation date: 08/05/11
• Air Handler model FXM4X4200A1, serial A1119847981, breaker size: 15
• Condenser model T4A836GKD200, serail E112520529, breaker size: 30
• Mechanic: Mike
Cell: [protected]
• Project Manager: Hector Toledo
Work phone: [protected], extension 41506

Outdoor unit replacement:
• Installed April 2012
• Serial # E102409335

Energy provider: MetEd

AHRI:
• Website: www.ahrinet.org
• Phone: [protected]
• Fax: [protected]
• Address: Air-Conditioning, Heating, and Refrigeration Institute (AHRI)
2111 Wilson Blvd, Suite 500
Arlington, VA 22201

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aljk26
Downingtown, US
Mar 04, 2014 11:18 am EST

We had a top of the line heating and ac system installed through the same office in 2008 and have had nothing but problems. There were numerous code violations from the installation which took 5 years to fix (including the fact that the oil furnace was exhausting into our basement) and the humidifier fried itself immediately due to being miswired. This was a $15, 000 energy efficient system that has only cost us money due to the improper installation. The sears office is terrible at getting back to us and have never truly acknowledged their part in hiring a bad contractor. They have fixed the visual issues, but the heat still regularly breaks down. I've called Hector Toledo multiple times and he is either not in or I get his voicemail which is not returned. Never deal with this office because they do not care about customer service.

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Sears delivery

I purchased a Whirlpool 22cu ft side by side fridge on Thursday December 6, in store. I paid for delivery and installation, and was promised the delivery to occur on Monday. I made arrangements for a deer I had processed to be delivered on Tuesday 24 hrs with a working fridge would be enough time to accept the meat. I received 3 calls over the weekend detailing that someone over the age of 18 needed to be at the house to accept the delivery, that I needed to make sure all entrances to the house would accommodate the delivery of the fridge, and that the fridge would be delivered on the morning of Monday December 10 between the hours of 9:30 - 11:30. 10:00 and I receive a call from delivery dispatch being told that my fridge that I had purchased was not in fact going to be delivered, that it was damaged, and she couldn't help me further and promptly hung up on me. Ignoring the fact that all the merchandise on the sales floor were plastered with notices informing us that all the products had been thoroughly tested and were in fact in working order, I received not one call between Thursday when I purchased the fridge and Monday when the fridge was promised according to both sales associate and the multiple robo calls I received telling me that the fridge was damaged, please let us make it better for you so you can get a fridge. NOPE didn't happen.
I spent two hours on the phone with the manager Bill trying to get this worked out. I had been given some options: "we can order the exact same fridge brand new from the manufacturer and you will simply pay the difference"... NO! and "you can wait 7-10 business days for us to issue you a full refund of the merchandise"... NO! I had to be the one to tell them that another location had similar fridges and I didn't need to see them to agree to make an exchange. The manager Bill supposedly tracked down another comparable fridge; and issued me an e-receipt telling me the fridge WOULD be here this morning Tuesday 12/11. I received yet another robo call last night with the same information as before; someone must be 18 to receive the fridge at the residence, make sure the doorways are clear and can accommodate the purchase, and oh yeah btw we will be there between 10:45-12:45 to make the delivery. 9:30 this time, I receive a phone call... NOT delivering the fridge... again...
Theresa with delivery dispatch tells me basically she doesn't care, its not her problem, and has no idea why the delivery can not be completed, and hangs up on me. Second time I've been hung up on by delivery in two days. I call the store, the manager is not in, and they can't do anything to help me. I call customer service, they can't help me because I didn't order the fridge online. I call back to the store, still no help there because the manager is still not in. Call in to corporate office in Chicago, they direct me to customer service. At this point the customer service agent tells me that instead of issuing a delivery order for the exchanged fridge, he instead re-issued delivery on the original damaged fridge aka why I have no fridge delivered today, because delivery will not deliver a damaged product.
Call back into the store, Bill still has not appeared, its 11:34 and there is no resolution to my issue. I don't have a fridge, I paid for one, but I certainly don't have one.
I have 100lbs of deer meat arriving today based on the assumption that I would have a fridge delivered yesterday, I'm out two days of work, and I can't take anymore time off to wait for non-delivery of product, and I certainly can't wait 7-10 business days for a refund.
I just want the fridge I purchased, or a comparable model in my house today so I don't have to waste anymore time, energy, or money on this.
I certainly wont be making anymore purchases with sears, and I'll be making sure that none of my friends, or family, or even random strangers I meet on the street will be either.

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Durisk
, US
Jan 01, 2016 11:40 pm EST

So many promises but no deliverable. What happened Sears? Used to be the place that everyone trusted and brought into our homes. I tried to be faithful to Sears but I feel like I should have just went elsewhere where I am appreciated. Had 2 errors so far in delivery, lots of lies and we still do not have a washer and dryer. We paid for them. Not sure where they are at but they are definitely not here in my house. Was supposed to get a phone call today with delivery times. That did not happen.I guess the Sears computer is about as reliable and the physical persons making the schedule and delivery. I guess if I want my product I will just have to hang at my house all day. I hope that it is not the fault of the delivery team (I really hope not) and instead the team leads and/or corp. leadership teams driving these orders. Must not be hard for some to wake up ever day and to know that you are going to lie or deceive a paying customer. Positive: If you are looking for a business to process your payment and take money out of your account right away, you found the right place. One area they do not have a problem with, taking your money.

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Durisk
, US
Jan 01, 2016 11:22 pm EST

I have your lies on video tape! Same issue as mentioned above but I have the lies recorded via surveillance footage. I actually used to deliver for Sears when it was A&F Transportation. Today, my window was for 2 hours. 1 hour into the delivery we (yes, 2 people home) went out front and noticed a "We missed you" not on the front door. Calling the 800 delivery customer service phone operator for the delivery driver she said the delivery team showed up during that time and no one was home. Going back and forth I remembers that I had a camera. YEAHHH... How the story changed on that side so fast after I mentioned that I had video footage. End point, still no appliance and they delivery team is not coming back. They doesn't appear to care if the feeling that I am getting. Called the sales rep at Sears and she said "sorry to hear about that" and "do what you have to do" when I don't them I was going to cancel my order if not delivered today. So long Sears. Hello Lowes or Home Depot. Good luck with that type of customer service Sears. Let's see how far word of mouth goes and internet opinions and chats and forums and water cooler topics and office party chats, etc. takes you into the 2016 with our opinions on how your treat your customers.

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Vickie Byrd
,
Mar 30, 2008 1:07 pm EDT

I will never do bussiness with Sears and I hope no one will that reads this.
1.THEY LIE
2.YOU CAN NOT GET A CORP. NUMBER
3.THEY HANG UP ON YOU
4.DONT KEEP DELIVERY TIME
5.NEVER CALL THAT THEY ARE GOING TO BE LATE
6.TALK TO SUPERVISOR SAID DRIVER WOULD CALL WITH IN 30 MIN NEVER DID
7.SECOND SUPERVISOR SAID IT TAKES 2 HOURS FOR THEM TO RETURN A CALL
8.AFTER HANGING UP WITH IN 10 MIN DRIVER CALLS
9.THEY DONT KNOW THEIR HEAD FROM A HOLD IN THE GROUND
10. THEY DONT NEED OUR MONEY

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len
,
Nov 23, 2008 10:13 am EST

delivery has been running me around since purchase.next day advertised but not given because of sunday purchase.fine .delivery scheduled for thurs 11-20.called by svc told one item on 11-20 other on 11-21.wont do.rescheduled for am sunday.call comes saying delevery on 11-23 but between 4:45 and 6:45 PM.will call first thing 11-23 am to rearrange to am still havent called.will not deal with sears again!

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Leigh
San Mateo, US
Mar 05, 2009 9:00 pm EST

I went to Sears to purchase a dishwasher. One of my first questions was whether they would bring the product up the flight of stairs to my home. They said they would and that I might be charged a delivery fee by the delivery team. I later asked what the fee would be. Neither the sales person nor the sales person's supervisor would tell me what that cost would be (it ended up being 10% of the product price!) I asked why they could not have told me during the sale what the price of delivery would be - could they not call and ask the delivery people? They said, no they could not find out who was delivering it and what the charge would be. I then asked if they'd be willing to discount the cost of the product to compensate for the high delivery charge. They said no. I asked the delivery team if they would discount their charge or remove it. They said no as well. On top of all this, the delivery date I was promised at the store could not be met; the delivery team quoted me a date that was several days beyond that.

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bound4aruba
Ephrata, US
Nov 30, 2009 1:23 pm EST

On Sunday November 15, 2009 I purchased a Kenmore stove from SEARS. They stated that the stove would not be available until 11/29/09. I stated that I REQUIRE a MORNING DELIVERY since I work beginning Sunday afternoons. On Saturday 11/28/09 I received an automated voice stating that my delivery was set for 2:30 -4:30 11/29/09 (Sunday Afternoon). The automated system went on to state if that was not acceptable to press buttons to get things changed. THIS WAS A WORTHLESS PROCESS! The person that I spoke to state that she was unable to help; this problem (process) is automated.

I had already priced a similar Frigidaire at one of the competitor (Lowe's) and I was told that delivery there was going to be WHEN I REQUESTED. The only reason that SEARS was chosen was because the Salesman assured me that the Kenmore purchased was superior to the Frigidaire that Lowe's had. Since I had to WAIT for two weeks for the delivery I would have EXPECTED that my morning delivery request would have been observed since it should have been the first order to be sent for that day.

Now here is the kicker if I had taken off of my Job for that day, DUE TO SEARS' inadequacies and inability to accommodate its customers it would have been for naught! The delivery driver called my house, since he was not aware that the delivery had been cancelled the day before, at approximately 5:15 pm and not arriving until 6:45 pm. If I had known that he would be SO late I would not have taken the overtime that was offered.

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mamabacki
Grand Island, US
Mar 09, 2010 2:04 pm EST

I Just bought a new freezer from Sears and had a delivery date, when the freezer came it was damaged so I refused delevery. The delivery man called and told them what was wrong, and gave me the phone. I told them the freezer was damaged and I did not want and wanted a new one delevered right away. I had to wait another 4 days for delivery. Meanwhile the food I had taken out of my old freezer spoiled and I lost over $300. in frozen food.
First of all I find it very offensive that I have to speak to someone thousands of miles away in a foreign country that hardly speak english, and try to explain to them what I want! Second I think Sears should reimburse me for the food I lost because they sent a damaged freezer!

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Squirlly
Longview, US
Sep 12, 2011 12:25 am EDT
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Ordered a microwave via Sears web site. Took almost a month for it to arrive.

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bioly_pl
, US
Jul 10, 2012 6:31 pm EDT

i ordered a mattress and it was suppose to be delivered today between 4pm and 6pm, i got off work earlier just to be home and its 8pm already, just now i received a phone call that they wont be able to deliver it today and not even tomorrow but the day after.!.pure nonsense I waist my time, I waist my money and they are fooling around.!.will never buy anything from Sears..!.

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Jdogg69
, US
Dec 03, 2012 4:45 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Sears Purchase
Saturday Dec 1st we purchased a $2000 refrigerator and paid to have it delivered on Sunday. Today the deliveryman came to our house in a bad mood with a poor attitude. He complained about the five stairs up to the kitchen and proceeds to tell me that the unit would not fit in the hole. He also stated that I would have to cut my cabinet. I told him I measured the opening and made sure that there was ample room available for the appliance. He continued to argue with me so we went outside and measured the actual case. There was 1 ¾ clearance above the unit. At this point, I knew that this person was trying to avoid this delivery. After proving him wrong on the dimension of the unit, his attitude became worse. He removed the fridge from the truck with an un-padded dolly and slammed it down horizontally in the street. He removed the wood crate from the bottom and wildly pulled the unit up my driveway as the fridge rocked back and forth almost tipping into my parked van. After he set the unit upright, I noticed that the bottom of the fridge was damaged from his rough handling. I brought the damage to his attention and he became irate. He threw his hands up in the air and canceled the job. He called Sears delivery services and told him I would not accept the unit. After he lied to them, he handed phone over to me to state my case. I gave Sears an ear full. I held back nothing! I didn’t care if the installer was standing right next to me. I was so mad I could have spit fire. We had our old fridge emptied out and all our food was in coolers. After I hung up with Sears, the installer started getting aggressive with me for telling them the true chain of events. He got in my face in a combative way and my wife started to reach for the phone to call the police. This person was a real thug! Complete trash! Let me add that my wife and 2 small children witness this whole event. I called my local Sears store in Portage, IN and talked to Larry the store manager. He was a great help and very understanding. He told me that they would reschedule the delivery but my wife is afraid to be here alone with the installers. I told Larry if that same person were to come back, I would call the local police. What happened to Sears? They were once a company you could trust! We did not receive one single piece of compensation for this horrible event. Maybe Sears would have liked to of been in the paper for one of their installers being arrested. Not sure if we will ever buy another item from Sears again! Very hard to let go and ruined our day.

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Sears pension

Received a letter dated 11/07/12 in which Sears Pension stated I was able to withdraw my pension as a store manager of 22 years. After not receiving any paperwork after two
Weeks I call the pension dept. and was informed sorry the deadline was 11/19/12 and sorry you can't get your pension until 55 years of age. The pension has not been earning since the Kmart/Sears merger. I just want what is entitled after 22 years before Sears goes out of business. Once again Sears screws it employees. What a terrible company.

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Sears false advertising, bait and switch on black friday

Oak Brook location messed up a few times.

1. Black Friday (Thursday 8pm). Waited for a few hours, got a ticket for a product (B&N SimpleTouch). You would think this meant I'd get it right? Well I go in, pay for the ticket, and wait in yet another line to pick up the product. Suddenly, they're out of stock.

How do you not do a simple inventory check on a huge shopping day like this? Would have saved me a lot of time, not to mention the other 3 customers who were turned away without recourse. (btw, I was ticket #13).

2. I talk to the manager, saying this is not acceptable to promise a product by the ticket, have customers pay for it, and then not have it on stock. He mentions he can refund my money. I could have left 1.5 hours earlier and waited in line at Target for the same product, but wasted my time hoping for a product that was on stock. I ask for a raincheck and he writes one out.

(Tangent: I was pretty calm compared to one of the ladies flipping out that she couldn't buy two and demanded a free warranty because the last one had a dented corner).

3. A day later, he calls, saying they will not be getting a new shipment of B&N SimpleTouch e-readers for the rest of this season. So...way to waste my time, right? Well he offers a Kindle.

4. I go over, and see the Kindle. In the managers' words, it is the "most comparable product." Um, not really, it's smaller, doesn't have a touch screen, isn't compatible with the B&N e-books, and is worth less than the product I bought. Do they also try to sell Mac users a PC when they run out of Macs? I ask why they can't offer a better product, or get my Nook from somewhere else.

5. Manager has the audacity to say, "Hey man, you only paid $40." Yeah so what? I got a good deal because I waited in the cold for 3 hours AND PAID, so live up to your side of the promise and HAVE THE PRODUCT ON STOCK. It's not my mistake you couldn't run an inventory check. Thanks for a classic fraudulent scam known as the bait-and-switch!

6. Asked manager what can be done. "Nothing." I ask if his boss can do something. "No." I ask for his bosses's information. Then I submit a complaint to Sears.com's regular customer service, along with their social media team. Here is Sear's response:

"Due to the nature of the Thanksgiving Day and Black Friday weekend sales, we are not able to guarantee customers product availability on limited quantity promotional items."

Well guess what Sears! Black Friday isn't a blanket excuse for avoidable mistakes! You advertised it'd be in stock in print and by passing out those tickets, at least own up to your shoddy service and do something more than offer a refund or a crap replacement.

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Jeanne C Aspinall
Oxford, US
Jun 03, 2016 8:34 am EDT
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In the beginning of Nov. 2012 my Kenmore refrigerator/freezer began to frost over in the freezer compartment. Over the course of 2 months, Sears made 5 trips to my home in order to try and repair the freezer. Finally, on January 2, 2013 the repair man deemed it "SCRAP" and since we had the Sears Master Warranty, we were allotted 1000.00 to purchase a new refrigerator. We immediately went to Sears and selected a new one. In the mean time the refrigerator temperature rose to 52 degrees. I had to purchase a small refrigerator in order to have food in the house. I was reimbursed for the food loss, but I was told that, "If I had purchased the small refrigerator from Sears I would be reimbursed for it. Well, I didn't buy it from Sears and I never intend to buy anything else from Sears again. Also, we are insulin dependent diabetics and lost a very large amount of medication, that also isn't covered, although it doesn't state that in the warranty agreement. After 32 years of being a Sears customer, I am very unhappy with their service. The small refrigerator cost us $140.00, the insulin was about $400.00 and I feel that I should be reimbursed for these items as well. When I call the Food Loss Department, I am told that the case is closed since I cashed the check for the Food Loss and essentially, I am out of luck. Poor business practices, computerized phone calls, and lousy service has turned me away from Sears.

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Ex Tech
, US
Jun 03, 2016 8:34 am EDT
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Hi there
I'm a former sears appliance tech from NYC, I left sears central in 2010 and I'm satisfied I don't work there anymore, the problem from what you said is the defrost system is defective ( heater element or defrost thermostat, or timer control ) it is an easy repair, what's happening is, as ice builds up, it blocks your vent to the refrigerator section, this repair should have taken about 1 hour to repair,  Sears home central is destroying themselves, new techs don't know what to do. exp techs are overloaded and must finish their routes as soon as possible for the day. The repair would have cost more or less about $200.  sears is wasting time and money. smart company right ?
routing, managers, techs, customers all against one another.
     

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JDH58
Bellefonte, US
Dec 09, 2012 4:25 pm EST

+
I have an e-mail from an order saying they have my order and got a phone call saying they want confirmation. I call and confirm and they say your order will be shipping and now I call to see where my order is and they say they can no fill the order but want to offer me 5% off anything else where it was $130 the price on Black Friday
I have asked for my order and will take it all the way to top management if needed as If you have an e-mail and a confirmation e-mail and a phone message saying they are sending your item how can they back out now.
Maybe we should all file complaints with the BBB and type on every bulletin board around!

Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

How to file a complaint about Sears?

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3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

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9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

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ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Sears. Discuss the issues you have had with Sears and work with their customer service team to find a resolution.