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2.3 2932 Reviews

Sears Complaints Summary

944 Resolved
1987 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 2932

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12:03 pm EDT

Sears tires and car damage

I went into the Sears Auto center at Southpark Mall on 9/28/08 and dropped my car off at 10:30AM. I wanted two new tires placed on the front of the car and one stud replaced on the right front rotor. The car was finished 2PM, keep in mind when I walked out in the shop once to check on the car the employee asked me did I know how the brake pads went back into the brake assembly. I paid and went to leave the parking lot and heard a noise from the right front tire like rubbing metal. So I turned around and drove the car back into the service center and explained the issue. The employee that previously worked on my car pulled the left front tire off and while trying to remove the right front tire the lug nut for the new stud he just replaced would not come off. He stated that it could have been the incorrect lug nut. He had to cut the lug nut off and reinstall a whole new stud on the rotor once again which caused him to have to drive to pick up another one which I waited for once again. After the new stud was replaced and the new tires placed back on the front of the car I went to leave and drive home once again. I live several miles from the sears auto center and got about half way there and the car felt like something was holding it back a little. I pulled into my driveway and smelled burning brakes. I noticed the right front tire was smoking and I touched one of the lug nuts with my thumb and it caused a blister immeadiatly from the heat. I placed a jack under the car and tried to spin that wheel and it would not turn. I called Sears and they said to call a tow truck to bring the car back to the shop. I called a tow truck (around 5 PM) and they took the car back to the shop. Sears once again looked at my car. My brakes pad were damaged due to the heat, my CV boot was ripped (which wasnt before) and the heat warped my rotor to the point where it needed replacing because the right front wheel still would not spin. I called a ride to take me home and I arrived home at 7:30PM that evening. I called the next day to speak with the manager and asked for an update. he told me he would have a class 3 tech look at the car but doubted the CV boot could have been ripped just by putting tires on the car. I asked for a update before any parts were put on and I had concern about the axle since that side got so hot while driving home. I called 5 times between 11AM and 12PM on 9/29/08 and no one answered the phone at sears. I am still waiting to see what the resolution is but they seem unwilling to repair all of the damage they caused. I was told on 9/29/08 at 8AM that I would have an update and it is now 12:49PM and I have again for an hour and no one is picking up the phone.

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11:15 pm EDT

Sears management

When the merchandise I ordered didn't arrive, I went to the store to investigate. The store manager wasn't in, so I spoke to the assistant manager instead, a woman - no lady she - named Margie Martinez. Customers are supposed to come first at Sears, but not when said customer has to deal with Mediocre Margie.

I felt like I was on trial rather than in a retail store. Ms. Martinez insinuated that I had done something wrong during the ordering process, and seemed intent on getting rid of me as quickly as she could. This woman could definitely use a refresher course in customer service and common courtesy, because one day she's going to push an angry customer too far and the rest of us are going to read about it in the paper.

I canceled my order and went to Lowe's. I will give them my business from now on.

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Billy
Danville, US
Jun 15, 2009 9:57 am EDT

i have worked for icc for 2 years. sears needed help cause no one was cleaning. its a two man job, i did by myself for 3 months with no complaints. i had to go to the hospital for being bipolor and all of of sudden Kathy the manager says im on drugs and not doin anything when just two days ago i was getting compliments. today i walkde in she forced me to leave told my employer i was on drugs wich im not other than the prescribed meds my doctor has givin me. im calling bbb and getting a lawyer and will have my job back

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nusrat
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Sep 29, 2008 12:34 am EDT

sir, In month of july defeat a examination for clerk post held on 13-7-08 but i cant see my or find result on your website so please declare result or sent to my e-mail Id or other method for knowing my result ROLL-NO [protected] reg ID no-1643898 EXAMINATION CENTRE --Gorakhpur(up)...

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6:54 pm EDT

Sears dehumidifier

I tried to either exchange or return a dehumidifier that was not working and was still under warranty to the Sears store that I bought it from. I had the receipt too. They called the manager and he informed me that I had to take it to a separate store that did diagnostic tests on it and I was to pay them $29.99 to diagnose the problem and then pay them to fix the dehumidifier as well. I have dealt with Sears all of my life . I have have always had problems from them as well but have over looked them in the past. Finally after 40 years of dealing with there bull ...DING ! A bell went off . I have finally decided to stay clear Sears. I can easily find stores with equal or better products that will stand behind there products. I was not very happy throwing away over $200. on a humidifier that can not be used. Everyone is eager to take your money but if there is a problem they don't want to take care of it.

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11:11 am EDT
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Sears - maintenance agreement

I have a service contract with Sears for my Amana 22 u ft. Fridge. It was not cooling. I called Sears and they sent out a technician after a week. He said the heat exchanger needed cleaning and was surprised that Sears had not cleaned this during their annual maintenance visit. He said it would now cool better. It never did. I then discovered after a week...

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11:07 am EDT
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Sears fraud and scam

Had repair for fridge set for 9/22/08 in the AM. Sears confirmed the night before. They no showed me and then lied that the tech said he came to the house. Their call center was a joke and was helpless and no supervisor would help. I had to go to their store and blow a gasket. They gave me no choice but to reschedule with no explanation or apology.

On my knees praying that they will actually show up tomorrow. I will never... never shop at Sears ever again! How they still stay in business is a complete mystery to me!

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Harold Winkler
,
Jul 07, 2008 4:31 pm EDT

Do not buy from Sears as in their washers and dryers (Kenmore) as they suck, $4000.00 in these units turn your white clothing into chocolaty clothing with like coffee looking stains all over them as it is from the themselves and they ruined about $5000.00 in Abercrombie clothing and they refuse to do anything about it, as we have lawyer on this case now, Think about it, they are K-mart now (as in blue light special)...

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iamwatchingyou
Nowhere, US
Apr 19, 2012 1:59 am EDT

Amen! I ran into the same scenario with their customer service. I too will never do business with them again

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mary lou sloper
st petersburg, US
Nov 11, 2009 2:39 pm EST

i believe sears auto shop is the biggest fraud and scam i went there two years ago also for tires they came back to me in the waiting room and see i need to have a rotate replace and
right away so that cost 400.00 and it was worst and i want back they said it was the brakes so i got new brakes on top of that i waited for 3 hours and they never came back in to tell me so i waited another 2 hours and that cost me 250.00 so i want back cause the brakes didn't seem right they said i need two rear tires so i got that .i am a single female i can not afford all this my brakes to this day sounds awful i i went get my oil charge i went somewhere different he said i need brakes HOW CAN THAT BE i told him sears did them i said sears is a scam and someone else told me that too

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TERRY EHLERT
Bryan, US
Jun 10, 2009 5:13 am EDT

Had same problems with my Oasis Canyon washer/ dryer set bought in 7/06. Bought extended warrenty but with sear's 3rd party repair, it takes 4-6 weeks to finally fix the thing. Four appointments over 6 weeks to diagnose the problem, order the wrong part, order the right part, and install the new control board on the washer. Four full days out of our lives waiting for the repairman to show between 8-5. The control board went out in our dryer a year later. Same situation. My parents and I grew up with sears over the past 55 years knowing they were good products at good values. NO LONGER! I lost my respect for sears and its products. They no longer care for the customer; only making a buck. Their products are poor to fair and their 3 rd party extended warrenty is a joke. I will pay a little more for a product at a local owner owned store with repair; knowing I can talk to a human being if problems occur, and get the unit repaired in a reasonable time.

DON"T BUY FROM SEARS!

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Ihearu
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Oct 03, 2008 5:47 pm EDT

You are owed your money back. You need to go back to the store you purchased it from and let them know that it wasn't refunded. If that doesn't work ask for ther district managers phone number. You did not have or use the protection agreement there fore you are entitled to a full refund of it. Especially for the short time of having it. All you need is your receipt. Also know that if they say they dont have it when you purchased they collected your information on the computer inorder to sell the protection agreement. Your information is in their system. Your credit card company if you use was should also have a policy to protect you on that charge call them it is their responsibility to also ensure you are not scammed.

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KP
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Sep 29, 2008 10:35 am EDT

that sucks

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k watson
,
Jul 07, 2008 4:36 pm EDT

I FULLY AGREE WITH YOU THAT SEARS WASHER/DRYERS FULLY SUCK. I WOULD NEVER BUY THEM AGAIN EITHER AS MY UNITS DID THE SAME EXACT THING. THEY ARE A REALLY ###ED UP COMPANY TO DEAL WITH NOW.

SEARS SUCKS DO NOT BUY FROM THEM!

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4:12 pm EDT

Sears re-stocking fee

I went into the Sears Store in Rego Park, New York, Saturday, September 20, to return a Sony 2-Speaker Home Theater System purchase on 09/05/2008

Using a very unprofessional and confrontational approach, I was told by their sales staff that there would be a 15% restocking fee The stereo was in the original box and looked like it had never been opened and brought back to the store within 2 weeks of purchase. I have a note from the store manager written all items received.

The restocking fee does not apply as the item was in the original box and packaging and met the requirements of Sears Return & Cancellations Policy

I also e-mailed and phoned their National Customer Relations to look into this. I explained to the representative that the product returned was in the original box. She then changed the reason for the 15% fee! Open box!. Never again SEARS!

Sincerely,
John Moey
………………………………………………………………………………………………………………..

Below is a link to Sears.com for Return & Cancellations Policy.

http://www.sears.com/shc/s/nb_10153_12608_NB_CSreturns?adCell=A3
Returns & Cancellations
Satisfaction Guaranteed or Your Money Back
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your original packing slip and sears.com Order Confirmation E-mail Receipt within 90 days of your purchase, 30 days for Home Electronics and Mattresses for a refund or exchange. If you are not satisfied with your purchase after these time periods, please let us know. Your satisfaction is important to Sears.
• A 15% restocking fee applies on Tires, select Home Appliances, Home Electronics, Home Improvement, Household Goods, Lawn & Garden, and Automotive products not returned in the original box, unused, and containing all original product packaging and accessories.
• Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee
For mailable and home delivery items, see our returns options below. Shipping and handling charges are not refundable. For additional questions on sears.com returns or order inquiries, email [protected]@customerservice.sears.com.

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wot90s
Orange Park, US
Jun 18, 2009 8:07 pm EDT

good luck on the customer satisfaction, refundable. you have to go to the top to get any satisfaction. I will say, National relations department will help you. read my post from 6-18-09 on weedeater and getting my full credit.
national telephone number which sears local stores doesnt seem to have... [protected] good in florida, orange park.

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5:07 pm EDT
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Sears not warned of hidden fees when being approved of sears card.

I purchased an item at sears.

Here is the salescheck # [protected].

The cashier offered me a $15 discount, if I applied for a sears card. I asked if there were any fees for the card, and she said no. So I signed up.

Later that night, I looked over my receipt and it says that there is an annual fee of $59.00! So I went back to the sears cashier the next day to ask what happened. A different person was there, and they couldn't explain why, so they gave me a number to call [protected]. I called this number and they directed me to sears solutions master card [protected].

I called them, and they told me to take it up with national customer relations [protected]. They couldn't help, so they directed me to sears credit card department [protected]. They said that I had to take it up with hsbc bank, which is the same place as sears solutions master card. [protected]. So, I was back in full circle.

The operator at hsbc was getting really annoyed with me, saying it was my fault for signing the little electronic box, that says I agreed to paying the $59 annual fee. However, the cashier did not indicate to me that I was signing a credit card fee approval. I thought I was signing for the purchase!

Anyhow, I requested cancellation of the card and filed a complaint over the phone, at hsbc.

I'm sending this message as a record of complaint, that if sears customer service personnel makes credit card offers, that they must make it clear to the customer that the card is affiliated with a bank, and that there may be fees applied by the bank, through credit approval. Customers must also be made aware of when they sign the electronic box, that it is for credit approval, and not item purchase.

Hopefully, this will save a lot of future hassle for sears, there customers, and the credit card companies.

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Susan K Mazzarella
Gainesville, US
Apr 29, 2015 10:13 am EDT

4/27/15 I received your letter regarding keeping my Sears Card or accepting the Sears MasterCard. I called the 800 # without satisfaction, I've attempted going online with your cardoffer.searscard.com also with out satisfaction. Please, someone from these United States of America call me at [protected] to assist me with this matter.
Thank you,
Susan Mazzarella
sumazz73@gmail.com

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People Suck
Farmington, US
Feb 19, 2011 9:42 am EST

Ok. Let me start with the fact that when Sears cashiers get people to apply for credit they get a commission. Their job also depends on it. Negative numbers can result in disciplinary actions, write ups, being moved to the back of the store, etc. Credit is priority over quality of service, customer satisfaction and..everything else. What happened when you applied is this: She hooked you with the $15 discount (which is actually a credit to your card when you are approved) You signed, handed over your ID, ran everything through and CITIBANK denied you but you qualified for a not-so-special, lower-credit-range-accepting-bank. HSBC. If you had made the cut, there was another option for no fee, but you got the other one which has a $59 annual fee. Whether or not these secondary offers are accepted reflects upon the cashier and her total percentages of acceptance. It was definitely HER fault for not clearly distinguishing between the two, and the fact that it was through a different bank. Actually, she should have pointed to the box that you had to sign, to where it states these facts in writing. You as the consumer should always read before you sign but SEARS as the company competing for your business, should make sure their cashiers are trained and know what they are doing other than the fact that they have to make their credit goal and they get a little extra in their checks later. I am finding that the way Sears conducts business is absolutely wretched and money hounding. We are all here to make a living, we are all here to do a job but don't forget about basic ETHICS and reputation. Their focus is in the wrong direction which will in time, bring them down.

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steve12346
sdf, US
Oct 03, 2010 5:39 pm EDT

Its your responsibility to read the disclosures. and of course credit cards are based on your credit report, thats why you got the annual fee, the cashier doesn't know what is on your credit report and whether you will have a fee or not.

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john redmond
Barstow, US
Jun 05, 2010 11:35 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I was with sears fr0m [protected] and was well plesed with them and was on thier premium list until i was victim of identity theft in 2006.
the fraud dept told me in october 2006 that the investigation was wrapping up and will be getting new cards shortly.
I recieved a call from the customer service jan 2007 of when i was going to make a payment on the delinquent account. I was surprised and told the rep what do you mean I have not recieved any word since comunicating with the fraud dept. the rep then said is your mailing address PO box8264 and I said no he then said is your phone number xxx xxx xxxx and I said no and do not know that nuber or why you sent my statements to a po box that was being used for by the crimanals to defraud other victims. sears violated my rights as the indenity theft and fraud alert was on my credit reports since august 2006 stating that no business do anything unless my wife and I can be positively identified.
sears did start sending me statements to the address that was previously on record and then slapped A $25 dollar late charge on so called past due on my first statement recieved. i was displesed with sears on how they handled the idenity theft and closed my account and paid in full. NOW HERES THE KICKER.
in march 2009 i aplied for an apartment and was denied and found out that sears had a major derogorty on my credit report. the report shows a charge off $525 and seriously past due $1864 these charges were pulled out of thing air and placed around mid 2008. funny how these show up on a closed paid in full account.
sears has lost me as a customer and i have boycotted all of thier products since 2007.
I have all my reciepts, statements and bank statements as proof of paid in full. I am working on other issues from the ignorant business world and will be geeting an attorney after sears when done.

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Bill Gilg
Brea, US
May 10, 2010 2:12 am EDT

I was going to look into it. Not now...Thanks ever so much for the warning. I'll just coast along on what I'm earning for now.
I think this dishonest way to lure people into this money making scam should be punishible with imprisonment and a stiff fine.
It's not the American Way. It's crooked. Where are we all heading allowing this crap to continue to go on all around us. Are we
agressing as humans or digressing. With all our techknowledgy one would think our human race would be smarter. Oh...I know
it's already smart of them to trick us out of our cash. I just think we should do more to stop these A_ _H _ _ _ _ from doing this.

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WI_JE_BY
Stone Mountain, US
Apr 30, 2010 10:08 pm EDT

I applied for a Sears Credit Card in the sears store during the Christmas Holidays. I useed the card to complete my shopping to received the $15.00 credit. Later during the year I order on line from DBW The Grant Express a free grants at the cost of $1.98. There was seven days to cancel any addition charges for membership. I cancelled the next day. I started receiving charges of $69.95 and many other charges for books that I never received. Again I continued to call this company to get charges removed to no avail. When I contacted Sears the issued a cred for all charges pending response from DBW. The account # was change by the Rep that took the complaint and a new card was iiued. I paid the remainding charges and cancelled the card with a zero balance.Of course BDS sent Sears about 15 sheets stating the charges were correct. Sears put the charges back on this closed account and continued to accept new charges on a closed account from DBW along wiht Late fee and finance fees. I have sent them affidavits stated that these charges are invalid and question how could they accept charges on a closed account?. They have sent negavite reports to the credit bureau. I am still gfighting these charges.

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Charlied72
Falls Church, US
Oct 25, 2009 4:25 pm EDT

This is a sears error. For the Citi Bank card($15 promo) there is no annual fee. But due to your past credit history Citi would not take a risk on you. However the Associate should of explain the policy better to you

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Helper99
, CA
Sep 14, 2009 3:29 am EDT

Their Credit Card thing is such a bogus bunch of garbage, it completely misleading and stressful to deal with.

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fail
hamburger, US
Aug 30, 2009 8:07 pm EDT

Associate error, the normal sears card and sears master card with the Citibank logo has no annual fee for it, however there is an alternative bank (HSBC) sears works through that can authorize a charge account if you were not approved by citibank. HSBC is more lax in their acceptance however 2 of their 3 options will result in a Sears card with an annual fee, if you're lucky you'll still get the option with a no annual fee. Associates are pushed to get credit, which isn't a bad thing it benefits the customers with special sears promotions and the introductory discount for the card however it is not appropriate if they are mindlessly shoving charge cards down customers throats like this associate. Moral of the story read the disclosure, don't take employees words for granted most retail cashier are too stupid to understand anything process related for that matter, especially if they are a pretty face reading a prepared script.

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SS09
New York, US
Jun 27, 2009 11:27 am EDT

Next time READ the Discourse! Problem solved!

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3:42 pm EDT
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Sears bad service

This is more of a warning than a complaint. My mom had a very negative and frustrating experience and has wanted me to post it on the internet to help others from experiencing the same.

My mom has had a Sears Credit Card for about 8-9 years. I came home from the mainland in 2006 and found a very large charge on her statment, in the amount around $60-$70. It turned out to be some kind of protection plan for the card.

Thing is, my mom said she never signed up for any plan. I spoke to a phone representative and was told that my mom signed for it with one of those $2.00 checks. I requested a copy of that be sent.

First I was told they would send it and it would take 7-10 business days. 2 weeks later, I called again and requested it again. Same thing. 2 weeks after, I was told that they did not have it and that they do not keep things on file that are more than 3 years old. I told them that it was ridiculous, as it is THE ORIGINAL proof or document that initiated the program in the first place.

We contacted the BBB and filled out the forms. However, we were told nothing could be done about it, as there weren't enough complaints at the time.

Sears credited back one amount. The annual fee kept being charged over 5 years. That would be up to $350, but then add to that interest. My mom was out a large amount of money.

Well, needless to say we cancelled the membership. Then after being abroad for a year, I returned and went through her bills. Another "plan" was being charged monthly. My mother did not sign up for this either!

English is not my mom's native language and her English reading skills are not very good. My mom feels that she was taken advantage of, because of this fact. Well, we cancelled the card all together.

So, to anyone who will listen, please be very careful with your Sears Credit Card. We hope this post prevents the horrible experience that my mom went through. If you have already experienced it, we are very sorry. Thank you for reading and good luck.

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11:26 pm EDT

Sears customer service

I had scheduled for a service repair on a Kenmore refrigerator. I filled out all the valid info. including my latest tel. and address. I received a confirmation e-mail letting me know that their would be someone coming between the hours of 1-5 to the address that I provided and if had any questions would call the telephone number I had provided. Well 5 o'clock came and went and know one had shown up. So I call the 800 number that was provided to me in the e-mail. I explained the situation to the lady who answered the phone, she asked for my tel. number I gave her the one I had provided when I had placed the request for the service repair. She asked if I had another one, I informed her that is the one I had provided when I made the request for the service repair and that I could giver her the service repair confirmation. She said no and that she needed another number I told her that is the only one that I had provided, she told me to hold on and then she hung up on me. I called back and spoke with the same lady this time she asked for a name and address. After spelling my name and address to her she then informed me that they had called the number that I had provided not from the e-mail service request I had placed that morning but from the one from 4 years ago when I originally purchased the fridge. But even before this she asked me if I was interested in an extended warranty. Then after she had told me what happened I told her how come someone did not call the number on the service request e-mail that I had placed that morning, She did not have an answer for me. She then instead of offering some kind of rebate or a waiving of the service fee she just told me that the next time a repair person could come out to do a repair would be 4 days later.

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9:38 am EDT
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Sears - defect in lighting

My husband and I purchased a Kenmore Elite Trio refrigerator in May of 2006. On Friday morning, August 29, 2008, I opened the refrigerator door and smelled something burning. When I touched a Mason jar containing tomato juice on the top shelf, the jar was extremely hot. A bowl next to it was likewise extremely hot, so much so that I couldn’t pick it up...

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5:28 am EDT

Sears worst customer service and card payments

This site is the absolute worst. I got this credit card because I needed to get some stuff on my car fixed and it seemed like a nice deal. Wrong! I usually pay my bills online and they want all your bank information... What company does that? What happened to a simple credit card payment? So I called customer service and every representative I have spoken to are rude. If you wish to pay with a credit card they charge you $14 just to use your card. I hate this card and if sears wants to keep their business they better straighten theirs!

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9:31 am EDT

Sears appliance defects

Sears Holdings Corporation August 12, 2008
William C. Crowley, Executive Vice President
3333 Beverly Road
Hoffman Estates, IL 60179

Dear Mr. Crowley:

I am writing this letter to express my dissatisfaction with Sears customer service. Being a loyal customer for over 35 years, I would like to relate the following experience.

After our less than three year old Model 110.[protected] washing machine malfunctioned, I ordered the replacement water pump from the actual part number and parts list diagram, paying expedited freight charges. When the pump arrived, the unit was entirely different from the original unit and contained the entire motor assembly with stern warnings about returning if installed. I called your parts dept. and was told I had the wrong part for my machine and they would send the right replacement part. The next day, a duplicate part arrived and I called the parts dept and spoke to a supervisor (Dave) whose response was he would submit a request to Whirlpool Inc. and that it would take 5- 7 working days. He said that he had other customers who were more urgent. I contacted customer service and spoke to (Mary) who said she would try to expedite this request. I finally contacted Whirlpool directly and was told that this was to be a superseded replacement part.

After installing the new unit, I found the troubleshooting guide immersed in water and taped to the inner-panel of the machine. I then followed the guide and also replaced the machine motor that I purchased directly from Whirlpool and to no avail, as the machine still does not function properly.

I then called the local Hunt Valley store where I purchased the unit. The appliance salesman told me that I was out of luck as they had not sold the over $1000 machine in over two years due to the class action lawsuit and associated problems with the machine. Next, I attempted to contact the store manager and the phone would ring continuously with no answer. The switch board operator transferred my call to the jewelry dept saying, “the manager frequently hangs out there.”

I have invested over three hundred dollars in parts and Sears has yet to send a pick up tag to return the original part or credit me as originally promised. After reviewing the web site posting, most people have invested over $700.00 on repair visits for this washing machine

I have spent thousands of dollars at Sears buying everything from major appliances to lawn equipment to shop tools and machines for home and business. It has become clear that your employees care nothing about customer service. I do not intend to purchase any future items ever again from Sears due to the outrageously rude and unacceptable service that I have received.

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8:24 am EDT
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Sears customer service department

August 28, 2008

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate
Complaint Department RE: Customer Service

To Whom It May Concern:

During these hard economic times, I found it necessary to purchase a new Dishwasher and Refrigerator. The appliances I had were over 20 years old and were not energy efficient items.

As I have done in the past, I researched the products and looked for discounts. I have owned Kenmore appliances in the past, and found the items that I wanted to purchase were top rated products recommended by www.consumerreport.com.

After my research, I decided to purchase appliances at Sears. On August 13, 2008, I purchased two items totaling $2, 439.57. Quite a substantial amount.

The Salesman, Eddie Barajas, did a wonderful job, as I had to call him a few times with measurement questions, and he was extremely helpful. After I purchased the items, I left the store feeling that I would definitely purchase other items from him in the future.

After discussion of delivery, I was told that I would be contacted within 72 hours with the date and times for delivery. I was concerned about having the deliveries too close, as I have a small kitchen, and did not want to have many delivery people in my home at once. Also, I have a large dog, and during hot weather, do not want him outside too long. I asked for delivery on a Wednesday or Thursday. My salesman told me that I could discuss this with the delivery department and would not have any problems, as the items were available at the local warehouse.

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Within the 72 hour period, I was contacted by a company named Service Bench, to schedule the dishwasher installation, which was agreed upon. I was not contacted for the refrigerator delivery during that 72 hour period.

On Monday, August 18, I called Sears delivery at [protected], and I was told that the “Freezer” that I purchased was delivered on August 15, 2008. I told the person that I had purchased a Dishwasher and Refrigerator, not a Freezer and she advised me that the purchase was not in the computer. That evening I arrived home to have two messages from Sears delivery. One message scheduled the Refrigerator delivery for August 20, 2008, between 2 P. M. and 4 P. M. , the Dishwasher was scheduled for August 20, 2008, between 3 P. M. and 5 P. M. I immediately called the automated system to verify, then talked to a person, and was advised to call after 6 P. M. for times.

I was a concerned that the deliveries would overlap and called the 1-800 number after 6 P. M. , only to reach a recording. Finally, I reached a person who said to call after 9 P. M. and scheduling would be modified. Again, after 9 P. M. , I called repeatedly, only to reach a recorded message. By this time I stopped calling. I only hoped that the day of delivery I would have adequate time to prepare for the two deliveries.

On Wednesday, August 20, 2008, around 11:30 A. M. , I was contacted by the delivery men, asking permission to delivery the refrigerator early, as they were in the area. I was doing a project and told him that I needed time to empty out the old refrigerator, freezer, and clean the floor, cabinets and walls. I scrambled to get the items out of the freezer, when I discovered they were at my door. I had to get my dog out into the back yard and get two coolers from my garage for food storage.

The men seemed to be in a hurry, since they were ahead of schedule, and had the new refrigerator at my front door before I was ready for them. I was trying to work as fast as I could to empty and clean, and unfortunately left some items on one of the doors of the old refrigerator.

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I pulled out the old refrigerator to clean, and they were standing there watching, not even an offer to help. I vacuumed and barely had time to mop the floor, while they were ushering me out of the way to move away the old appliance. I told them to be careful of the slate floor, as it will scratch. They were tilting it and I said “watch out”, then I knew the slate was scratched.

Meanwhile, I was unaware that I had left items in the refrigerator, and the men did not check or ask me to double check. I feel as though I was so rushed, I did not have the appropriate time to prepare. This was my main concern at the time of purchase, and it was happening.

As the Sears truck was leaving, another truck was backing up into my driveway, with the dishwasher. The time was approximately 1:30 P. M.

ANOTHER EARLY DELIVERY!

As the new dishwasher was being brought into my home, the old dishwasher was being disconnected and a tool chest was placed in the kitchen, therefore, I had no place to stand and put items in the refrigerator. I told the man that I wanted to clean under the area, and he said that would be no problem. He picked up some glass, screws and larger items himself, and then I was able to vacuum the dirt and cobwebs.

While I was in the kitchen, putting food items into the freezer before they melted, I realized some items were missing. I went through my coolers and could not find my RX and other items. I immediately called Sears delivery department and was told that the delivery truck was still out, and that I would receive a call from them within the hour. By this time, it was around 2:30 P. M. , as the dishwasher people were still here.

During the call, I told Sears that I had neglected to get two prescriptions that needed refrigerated, and I needed the Pharmacy name and RX numbers so I could replace them, as they were expensive.

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By 6 P. M. , I had still not received a call, again calling customer service, only to listen to a recording. By now I had discovered just how many items were still on the door of the old refrigerator.

The following morning, August 21, 2008, I started calling customer service at around 10 A. M. , and by 3:30 P. M. , I had talked to 13 people! Two out of the 13 that I talked to offered me a $50.00 gift card and I was told to call the Sears Corporate Advocate and Customer Complaint Department at [protected] for food compensation. I then decided to wait until my next day off, as this was beginning to frustrate me.

Thursday morning, August 27, 2008, I had the unfortunate opportunity to talk to a woman who said her name was Tina, #563536. She is supposed to be the Advocate for the Complaint department. She was rude, unprofessional, continued to interrupt me as I spoke and down right awful and unhelpful!

I explained to her the situation, as it happened, about the prescriptions and food items; and that someone, during all the conversations with Customer Service, had told me that I would be reimbursed for the food items. She consistently badgered me about who, and how and did I get the misinformation about reimbursement for food items, as this is not policy, and what telephone numbers I had called.

I tried to tell her the names and ID numbers of the people I had talked to and she continued to tell me that she was going to hang up on me. Then I tried to describe the food items to her and she, again, stated that she was going to hang up on me.

I have been in Customer Service for over 35 years, and in all these years, I have learned how to listen and make sure the customer is finished venting before speaking. Had I been that rude, I would surely be out of a job!

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The people I talked to from Sears on August 21, 2008, were:

Jack #24201 Unit Supervisor
Randy, Amanda, Clarisa #24201, Lei, John, Jack
Tenesya ##82013, Yuvan #1047
John #1112, Donnecia #79803 (very helpful)
Tina #563536 was the person I talked to on August 27, 2008.
Unfortunately, for me, I did not get every ID number.

Last Thursday, August 21, 2008 I called home delivery, at [protected], and was told that the old appliances were at a warehouse and was given [protected] to check if the appliances were still there. By now, frantic about the RX, I knew they had begun to spoil and I needed the information.

The girl I talked to informed me that the refrigerator was at Jaco
[protected]. Again, I was informed that the GE refrigerator was not there or may have already been shipped.

Now, I feel as though I am entitled to some sort of financial reimbursement. As for all the items that were left to spoil, for the prescriptions that I tried and tried and failed to acquire and mostly for all the unnecessary stress. My husband has been out of work most of the past two years, due to surgeries, and I do not have the $100.00 or more to replace the following food items:

Ketchup, Mustard, Mayonnaise, Chinese Mustard, Pine nuts, Two prescriptions @ $25.00 each, 5 bottles of Salad Dressing, Soy Sauce, Artichoke Cream Cheese Dip, 1 Box of Arm and Hammer Kitchen Baking Soda, Lemon Juice, One bottle of Marinara Sauce, Clam Juice, Clamato Juice, Coffee, Olives, Sweet & Sour Marinade, Vermouth, Teriyaki Sauce, and Two bottles of Salad Spritzers. Many of these items are not used on a daily basis, therefore it will be quite expensive to replace them.

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I do not believe that I am being unreasonable in asking for compensation or a gift card to Vons, Albertsons, Smiths, all Nevada grocery stores, as I did what was required, in writing, by me for this delivery. I did not read anywhere that It was all my responsibility to have everything out of my refrigerator, although, had I had the appropriate amount of time or consideration I would not be writing this letter of complaint. I did everything in my power to talk to the various representatives from Sears for a solution, only to be passed on to another and another and another and another, finally to Tina to be told, basically, that I “was getting nothing!”

I am not asking for compensation for the scratches on the slate floor, as I know I can buff them out. I am asking for monetary help.

Unfortunately, you have lost a loyal Sears Customer of over 35 years, and I will notify all family members and friends of this unfortunate Customer Service Nightmare.

Respectfully,

Margaret Stayen
3608 Broxburn Street
Las Vegas, NV 89108

Cc: Illinois Attorney General, Lisa Madigan
Nevada Attorney General
Clark County Better Business Bureau
Clark County Consumer Affairs
www.consumeraffairs,.com www.complaintsboardcom

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Laughin atyou
, US
Aug 25, 2019 1:18 pm EDT

I purchased a pressure washer from Sears.com. It is defective. I immediately asked for a return. I filled out their online forms and send it in. I then chatted with the customer service center. they promise they would send a return label in 24 to 72 hours. I thought great all is good. No I was wrong. I contacted them again after 72 hours. They again promised a return label this time in 24 hours. I thought great all is good. No I was wrong. I contacted them again after 24 hours. They again promised a return label this time in 24 hours. They asked for another 72 hours. I thought great all is good. No I was wrong. I contacted them again after 72 hours. They again promised a return label this time in 24 hours. I thought great all is good. No I was wrong. I contacted them again after 24 hours. They again promised a return label this time in 24 hours. After several rounds of this stalling I asked if they were just stalling. No no no we are working on it. After the 30 days was up they said no return.

So that is Sears customer service. I guess I learned why sears is going broke. Each customer will have this experience and learn you don't shop at sears.

It was a simple return of a simple pressure washer. It should have been no big deal. Sears turned it into a nightmare. Now I have a junk pressure washer to throw away and I still need to go buy a pressure washer somewhere other then Sears. Sears Guarantee means nothing.

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Marty Wehner
, US
Aug 10, 2019 8:13 am EDT

I bought a Kenmore Elite refrigerator in July, 2016 (Model 795.74023.411). In December, 2018 the refrigerator stopped cooling. We called Sears and had an appointment scheduled for January XX. The technician that came out told us that our Kenmore refrigerator was made by LG and the model was a lemon. I was charged a $79 diagnostic fee and told we needed a new compressor. While the compressor was covered by the warranty, there would be a $402.30 labor fee to install it.

We agreed to have the work done, and on January 15, 2019 (Service Order [protected]) we paid the $402.30 to replace the compressor that was less than three years old.

Within a month, the refrigerator stopped cooling again. Another technician came out on February 16 (Service Order [protected]) and said the previous repair had not been correctly. There was a refrigerant leak which he repaired an added more refrigerant to fix the problem.

Shortly after that technician left, there was a loud rattle coming from the refrigerator. On February 22 another technician came out (Service Order [protected]) and said the previous technician had left off a clamp. This technician put the clamp back in and the rattling stopped.

To summarize, at this point my wife or I had to stay home four times to meet Sears technicians, we paid a total of $481.30, and twice had to throw out spoiled food because of problems with a refrigerator that was less than three years old. All of that was very frustrating, but then it went from frustrating to infuriating…

In June of 2019 the refrigerator was still less than three years old, and less than four months since the last service call, and the refrigerator stopped cooling again. A technician came out again on June 24, 2019 (Service Order [protected]) and charged us an $89 diagnostic fee (a 13% increase since the last time) and told us our refrigerator was a lemon and the compressor that was installed in five months earlier needed to be replaced again. Furthermore, since the repair was more than 90 days past due, we would have to pay another labor fee to have the compressor installed.

When we called to have the work done again, we were told the ticket had been deleted, and another technician would need to come out again and diagnose the problem again. As hard as that was for me to understand had a copy of the report in my hand, I could not make any headway with Sears so another technician was scheduled to come out again on June 26 (Service Order [protected]). In spite of getting a text to confirm the night before, THIS TECHICIAN NEVER SHOWED UP! When we called to find out why, we were told Sears was having systems problems and no one could help us.

The system problem continued for several days, we eventually got another appointment scheduled for July 8 (Service Order [protected]). This appointment was scheduled between 1:00 and 5:00 PM. At 2:00 I was called and told the technician was sick that day so the appointment was being cancelled. Furthermore, the next available appointment was not until July 16. I was given a dispute resolution phone number to call, but twice when I tried calling the number I was put on hold for over half an hour without ever being able to talk to a live person.

On July 16 another technician finally came and diagnosed the exact same problem as the technician did on June 24. Parts were orders (Sears service estimate [protected]), but no technician could come out again until July 31 (Service Order [protected].) This technician installed the parts, charged us $438.09 and left. The billing was incorrect, but at this point I expected nothing less from Sears.

On August 8, 2019, eight days after the technician repaired it, the refrigerator has stopped working again. Sears customer service cannot get another technician to our house until August 16.

To summarize:

The refrigerator has stopped working four times in the last eight months, meaning four batches of spoiled food.
I have had seven technicians out to the house, meaning my wife or I have had to stay home seven times to meet technicians in that eight month period.
I have had two technicians not show up at all in that period.
I have paid for three diagnostic visits and the labor to replace the compressor twice during this period.
My refrigerator still is not working and no one from Sears can come out for another week.

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Jennie Anderson-Swartz
, US
Jan 23, 2019 5:13 pm EST

I bought a piece of exercise equipment and paid for it to be delivered and set up. The two "experts" showed up and looked like they had not been to bed. I asked if they were versed in setting this elliptical up and they said "we try not to do these". Great... Half way thru they called my husband down to help them because they could not figure out how to set it up. He helped them for about 30 minutes then returned up stairs only to hear a a loud pounding noise and quickly realized they were trying to hammer in a piece to the metal frame. Great...After about 3 hours they announced they were done. Of course the frame was scratched and the fan didn't work and I was told they had done what they could and I had to call Customer Service. I thought these two characters were bad...then I called the International Call Center for Sears in the Philippines. Dear Lord - Trying to keep this short I made 10 calls in 5 days - spoke to 30 different people yes - 30 different people in up to 6 different departments (I have their names) - scheduled 5 appointments for them to come back and fix the issue and they never showed for any of them. I emailed the corporate office - no response - I called the store Manager - no response. It is no surprise to me that Sears is closing stores. Shame on you Sears - this is why I will never buy from a big store again - I am going back to the mom and pop stores even if I pay more.

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Denise Burns
, US
Dec 13, 2018 8:22 am EST

Hello.
Please care enough to read all of this email. This email is quite long. I realize the email is quite long due to the 8 or 9 bad situations that I have had with Sears in the last 6 months. I really hope that you can help. I lived on a small disability check monthly and cannot afford all of these problems. I am contacting you again. I had a situation months ago that was finally resolved recently. You would not believe what I went through with this situation. Most people would have quit shopping with your store because of the situation. Since I like your store I decided to continue shopping with your store. One of the first situations is concerning an order I had placed a few months ago. I had ordered a Gibson silverware set. I waited at least 6 weeks and was told by the clerk on the phone that the item was lost in transit. At this point I told the lady on the phone that I would like to re-order the item. I was told that the item was sold out but my monies would be returned and shown on my debit card. I never saw the returned monies on my card. I don’t know if I was ever credited.

Than I placed an order on November 18th for a purse and men’s slippers. I did receive the men’s slippers but again it showed that part of my order was cancelled which was the purse.

I placed a layaway order that had a special on layaway. The deal was that if you placed a layaway order that you would receive half the money back in cash back points. I placed this order on November 18th. On this layaway contract 9000761 and order number [protected]. There were 6 items originally placed but two of the items were listed separately with only 4 items instead of 6. The 4 items listed are 2 David Taylor(20.99 each)shirts and 2 pairs of Lee jeans($24.99). The rug that was suppose to be shown on the layaway order is shown now as number [protected], was also ordered on November 18th and shows the rug was delivered. The cost of the rug is $25.67. I never received the rug and was told that it was shipped to a different address. The bracelet was also on the layaway but shows the order number as [protected]. The bracelet is $19.25. I received a text from Sears stating that my bracelet was ready to pick up at store. So I went to Sears to pick up my bracelet. It occurred to me that I could avoid another trip to the store if I paid off my layaway. I needed to return to the 2 shirts. The clerk told me that I had to purchase the entire order and then return the shirts. So I paid off the layaway. I waited for the longest time and the stock clerk returned. He explained to me that he was sorry that it took so long but he could not find the shirts. At this point I return to the original clerk. I was told that I could only get a store credit. I have just paid off my order 30 minutes earlier on my credit card. I refused to except the store credit. The clerk wrote down on a piece of paper that I was not given any cash, store credit or a refund on my credit card. He also included his Id number. I have this paper if needed. The order shows that the cashback in points are pending.

Also on november 18th I ordered a mop and an Lol toy. This order number is [protected]. I did receive the mop but not the Lol toy. It also shows that this order is duplicated. I only ordered one mop and one toy. The mop charge is $21.98. The lol toy is $5.96 for a total of $27.94. It is listed twice.

On November 8th I never received the timer for $5.28. This was order [protected]. I received 3 of the 4 items.

Reluctantly, I ordered a tv for almost $300. You were offering a deal that if you purchased an item that you would get the entire money back in cashback points. I paid with my debit card up front. The monies would be divided in ten weeks. You needed to make sure that you used your weekly cashback points within a week. A delivery date was given of November 29th. The tv never came. I called a week later and was told that it was in transit. Finally with the time getting closer to Christmas I needed some answers about where my tv is. The clerk on the phone told me that it was in transit and I told her that I heard that last week. So she looked up and she could not find out either. She told me that she was going to check into it. I believe the date was December 7th that I received it but I haven’t seen the monies for cashback points on this order either. I did receive an email stating that I had $29 and some change.

I had some cashback points that needed to be used by December 9th. I ordered the perfume(order number [protected])for $16.96 minus $1.70 discount and $10.93 in cash back. That left me with a remainder of $4.63 which was charged to my debit card. The second order This was order number [protected]. I purchased the Gibson silverware again. The order showed that it was in stock. The amount of the silverware was $11.57. It also showed I ordered a bath brush for the same amount of $11.57. I never ordered the bath brush. The total break down $11.57 for the brush and $11.57 for the silverware for a total of $29.53. Deducted was $3.59 discount and $14.37 cashback points for a total of $11.57 which was also put on my debit card. Than I received an email stating that one of the items have been canceled from Sears. Then a few days later I received another email that both my items were ready to be picked up. So at this point I don’t even know if I am getting the canceled item or not. I did notice that they took away the credit for cash back for the canceled item and returned the few extra dollars that I still needed to complete the sale of the canceled item. Now I don’t even know if I am getting one item or two.

The total I figured up is $236.97. I can show you every total of every order. I didn’t include if the refund was given for the first order of the silverware or not. Needless to say I am extremely upset about all these different situations. I had 3 visits to the Sears stores which cost me time and gas. Eight phone calls at least. Not to mention 15 hours of my time to figure this mess out. I do like your store but I am not sure after all of this time and trouble if it be worth it to me to continue shopping with you. This is not just a few bad instances in a couple of years. I am talking about 8 or 9 bad incidents in a matter of 6 months. It will take quite alot of persuasion.
What would you do if this was you? If you check you will see that I order from Sears quite often. Stores are always asking consumers to do a survey for them. I don’t want to that. The only other alternative is to notify my debit card company and try to get my monies returned. I am hoping that you can solve this matter so that I do not have to notify my credit card company. Thanks in advance.

Denise Burns
1860 fishtorn drive
Schererville, IN. 46375
[protected] home phone
[protected] cell phone
[protected] cell phone

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bj Hobbs
, US
Sep 05, 2018 4:17 pm EDT

On May 11, 2018 I purchased a stove and refrigerator from Sears, as both my older appliances were over 18 years old. These items were over $2000.00.
After thinking the appliances were manufactured with all the correct parts coming from Sears; I find that was not the case- instead all the shelves inside and on the door have the wrong shelves installed. My food inside, falls out on the floor when the door is opened and the shelves inside cannot hold more than 10 items without falling down.
When informing Sears that I wanted to return the refrigerator, they would not take it back- instead they wanted to schedule a 4-hour window; which would not be at my convenience, as I work everyday 8 hours; to come out to fix the shelves, instead they shipped out shelves that do not belong with this model appliance.
Sears is having problems keeping their stores viable... maybe it's do to their products and sad customer service. I would like a resolution for this issue. One complaint to Sears from a customer should be taken seriously. If Sears is receiving complaints on a regular basis there is a major issue!

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dirkmtn
, US
Aug 03, 2018 10:02 am EDT

3 August 2018

SEARS HOLDING CORPORATION
3333 BEVERLY ROAD
HOFFMAN ESTATES, IL 60179

Re: Sears Home Service – CASE #5795249

I live off I70 in the Colorado Rocky Mountains, and Sears Home Service apparently only provides service to my area on Thursdays. After waiting 4-weeks for the appointment I set in May, Sam (ID #513275) a Sears technician from Denver, called me at 12:01pm on June 14, 2018 - the window for his arrival was 8am-12pm - to let me know that he would not make it to the appointment [11 minutes after I got a Sears automated call telling me he was on his way]. He said he was over booked for the day, and the drive to my house was too far. His records show the next available appointment for my area is July 12th (another 4-weeks). When I asked him if he had other appointments that afternoon, he replied "yes". I suggested he cancel those, and come to my house for the repair since I had been waiting for 4-weeks already. He told me, "someone’s got to get the short-end of the stick today, and it's you"...and he hung up on me. HE HUNG UP ON ME! Luckily, I got his name and employee ID; does Sears want to have this person as a representative? It turns out your customer service agents are no better.

I called Sears Home Service and got Katina (ID #2509) on the phone. I told her my issue and asked to speak with a supervisor. She refused to transfer me to a supervisor after I had requested a transfer at least (8) times. We reviewed my history of appointments; going back to my initial request in October 2017, a cancelled appointment in October 2017, another cancelled appointment in November 2017, we finally got a live repairman visit in December 2017. After having waited several hours on each day in October and November, only to get a call from Sears that the appointments were cancelled, Katina tells me the Sears' notation system shows that I was not at the home for the appointments, hence I "cancelled" the appointment. Blatant lies! It wouldn’t surprise me if I was told my appointment on June 14, 2018 (with Sam) was cancelled because no one was at the house! I asked Katina if she could email me the history of my appointments going back to 2017; she informed me it was a different department that would handle that, and I was transferred to Tom (ID #75365). Tom was a challenging person to understand due to a language barrier, and after 10-minutes on the phone with him, I finally realized he didn’t have access to my history of appointments either. He told me to call back. I filed an official complaint against Sam and Katina, and was provided with Case #5795249.

I again called Sears Home Service, and reached Bo (ID #1021934). We had an obvious language barrier, but I soon learned it was the Offline Team that should fulfill my request for my history of appointments. She told me it would take 24-48 hours before I would be contacted by the Team. As of today (1, 200-hours since talking with Bo) I have not heard from the Offline Team.

In the meantime, my hardwood floors are damaged from the faulty refrigerator that may never actually get fixed. I have an active Property Damage Claim #L1805155112-0001 with Sedgwick Claims Management Services. My product is Samsung, so my problem is with their terrible design. But my extended warranty is with Sears, and I've never dealt with such blatant, horrible customer service. I can't file a lemon case against the unit, because I need to have four repair visits within 12-months in order to be considered for a replacement. This is unlikely to happen, since Sears Home Service is unable to provide reliable repair services. I have zero confidence in Sears Home Services. My attorney will take the next steps to remedy this issue.

[EDIT] I had another appointment scheduled for August 7, 2018 to replace the icemaker. I was contacted by Sears Home Service that they could send a technician earlier on August 2, 2018. I accepted. Yesterday was the rescheduled appointment, and the same Sam (ID #513275) called to tell me he couldn’t make it to the appointment…SHOCKER! I have my attorney working on this…

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Mike Buehrer
, US
Jul 06, 2018 3:32 pm EDT

I purchased a Kenmore Air Conditioner from Sears that was installed in June 2010. Never had problems with it other than normal maintenance being done to it (by Sears). In late April, i had a problem in which the AC would kick on but not cool. I scheduled an appointment a week in advance (9am-5pm block window), the technician did not show up until 6:30pm. The technician began to troubleshoot the issue, while troubleshooting the issue, the technician discovered that the installation was done incorrectly and that they "hard-wired" so that when you pull the trip fuse, it wouldnt shut off. The technician informed me that he was required to fix this otherwise he could not do the repairs to get my AC working properly. The technician also stated he would have to charge me for the parts and labor to correct that issue. So not only did I pay for Sears to install my AC incorrectly but I had to pay for Sears to correct what they installed incorrectly. I called customer support in regards to this the next day (May 11, 2018), they informed me that they were going to perform a credit of $299.00 for the service (they were just going to charge me for parts and the service call). I received an email from Sears Customer Solutions on May 16th, 2018 from Victor asking me to call customer care to process the refund and via (credit card credit or issue a check payable to me). I called that afternoon to have my credit card credited the $299.00 and they said it would take a few days to show on credit card. Fast forward to end of June beginning of July, i still have not received the credit. After calling and being passed around to different departments (of which no one can help me), i received on Wednesday(july 4th) an email from Sears Customer Solutions (Oscar K)to contact them to process a refund. I am now sitting on Friday and no one can give me an answer other than they are now declining to process a refund. I am beyond incensed about paying to fix work that was not done correct the first time and that no one can seem to get me to the right department, let alone get the credit for work that was done incorrectly to begin with.

Mike Buehrer

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Janie
, US
Jun 18, 2018 5:40 pm EDT

Sears will not replace my Kenmore Power Miser 12 Model 153.321840 Serial# F07A085896 Purchased 04/10/2007. I have provided Sear Warranty Replacement Team with several documents to prove my husband and I purchased this home in 1994 from the County Property Records. A copy of front & back pages of my owner's manual. My water heater is in it's 11th year of a 12 year warranty. Kenmore Customer Care has confirmed the manufacturers warranty is valid and provided this information to Sears. Pictures of the actual water heater tags have all been sent to Sears Warranty Replacement Team. The acceptance inspection tag by the City of Glendale dated 08/30/2007 also provided. Also a copy of the service call for $89 on 06/06/2018 for Sears tech to say Water Heater is Leaking Refer to Sears for replacement. All because I cannot locate my sales receipt and if the unit was purchased on my husband's Sears card they cannot retrieve any information because my husband passed away and I closed his account. Sears will not accept all of the other evidence I have provided them and insist I must have the original sales receipt. I will never purchase anything from Sears again. Thank you JanieA Glendale, AZ

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Aleesak
, US
Jun 15, 2018 8:14 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I had bought a refrigerator from sears online. placed the order on may 28th and ended up cancelling it on may 29th because ours was broke and we needed on right away it showed not being here until june 21st. So cancelled it may 29th (less then 24hrs) Here it is June 15th and still have yet to receive my refund of $800.00 no one can tell me anything when I call only that I'll get a email saying what's going on eve though I told them I wasn't getting any emails they were sending not even for my cancelation. Was told I would get a call back at least 4 times never got a call back never got a answer never got anything. I'm still waiting on my money and all 14 people I've spoke to have been no help haven't gone out of they're way to try and help. It's been a joke dealing with them. Never once been able to talk to a manager or anyone. I will never get anything from sears at all and will be sure to pass along the message to my family and friends.

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Papaw51
, US
Jun 07, 2018 10:31 pm EDT

Nice to here your going down the tube. I have a hot water heater that the polit lite has gone out 3 times they say it's the filter but I have cleaned it offen. But now to the bottom line out again call for service told it would be 9 days till someone could come out sorry but I believe this to be a emergency repair, know baths, know dish washer, know washing of cloths. Why did I pay for a extended warranty,   happy you will soon close all you stores, even though I have bought from sears for years, I will be telling everyone that will listen about how you treat customers.

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11:44 am EDT

Sears fraud and scam

Bought a Sears Kenmore Fridge back in November of 2006. Stopped working at x-mas, yes, a month after the one-year warranty. (By the way, since when did we start assuming appliances such as a Refrigerator were only good for a year?). So, I figured I was screwed and chocked it up to bad luck on my part, and went and bought another, this time with my partner buying the service warranty. OK, so I thought it was just back luck, and gave em the benefit of the doubt.

Well, I thought I might try to have it fixed on my own dime. So, last week I had the local technician (RECOMMENDED BY THE LOCAL SEARS, MIND YOU) come and give me an assessment for cost of fixing it. I have kept it stored under cover on the back porch for a few months now.

He took one look, and asked when I had had it repaired. Never, of course, for I hadn't. In one year? "Well, look here--that is a repair." And sure as $^% in the back of this still clean, brand spanking new clean fridge was the very obvious evidence of a poor attempt at repairing the dryer part of the cooling system. Keep in mend these copper pipes are small and take lots less heat to solder and fix, and the quarters are/can be tight back under there...

Not only was the tube coming from the dryer damaged, but wires behind it were burnt bare from the torch that was used. I have done enough plumbing in my life to see and agree with him that someone botched the job, AND did not notify me that it was a REPAIRED APPLIANCE that they were selling me.

That is fraud, people. Fraud. Turns out that he would bet his entire 20-something career that SEARS fixed it and then sold it to me. This is a Sears recommended repairman, did I already mention that? Called Sears--they gave me the BS runaround and ultimately told me I was out of luck because they weren't called within the warranty period to fix it.

Hmmm... and I was going to give them the benefit of the doubt. Not now. Not after what I have found out about this appliance. I will be notifying BBB, and others. Meantime, I am telling everyone, and spreading the news of their corruption and HORRIFIC service.

And I am canceling my card, of course.

Boris McGiver,
August 31, West Fulton, NY, 12194

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Johnyu3
Chandler, US
Mar 27, 2009 11:49 am EDT

Good for you. ### Sears. never again. I usually try to avoid them but this one was not my idea. My refrigerator is down for the 3rd time in one year and they won't replace it.

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4:52 am EDT
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Sears tv repair

When called Sears at [protected] for an appointment, I was told the technician will tell you how much it cost me to fix my TV in terms of labor and parts after diagnosis. I was also told I have a chance to decide to whether let him fix the TV to pay the cost of labor and parts, or let him leave just to pay the diagnosis fee, which was $105.

Yesterday, a technician with name tag as "Carlo"(Technician ID 0007268) came. He never told how much his estimated cost would be as I was told previously. After 15-minute work, however, he told me I owe him ~$200, with $105.00 as diagnosis fee, ~$90 as labor fee, and $2.91 for AC fuse. I was shocked.

I do not want to fight a man in my house, so that I paid.

Called Sears right after the man left my house. However, I was told that I was unlucky, but the charges will stand.

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8:14 pm EDT

Sears worst service in my life

October 2007 I used my Sears card at Sears Optical to purchase a pair of glasses on a really good sale. I was reminded repeatedly how much I was saving. Ok, great. Now it's almost September 2008 and I still don't have what I asked for almost a year ago. I hope no one has ever gone through this kind of ordeal, because it is ridiculous.

I did get my glasses after about a month, only to find that they didn't contain the transition I asked for. I came back and new lenses were ordered. I was having major surgery in December so I didn't bother to call to ask about them until late January when I had recovered (I had jaw surgery and could not speak well). I have taken countless trips to the store to inquire about my lenses. They have now, after all this time, been ordered about 7 times and each time they come back identical to the previous incorrect pair.

That's not even the bad part. The part that is most frustrating is that the person who works at the store, who I was told works there because she "thinks outside of the box" (OH PUHLEEZE), refuses to acknowledge how much ### this is for me. Instead she tries to get me to feel sorry for HER since she can't seem to get my order right. Instead, all I got over and over again was a barrage of excuses. The delivery person stole thousands of dollars of goods and is being incarcerated, the system is down, the system is new, the system is broken, it's a mess back here, I don't know where the other person puts things, the people at the lab messed up again. Then I got guilt trips, such as "I take this to bed with me, " "This whole ordeal keeps me up at night, " etc. I was also told the numerous times that clear lenses came in that each pair cost their business $400 a set. I'll be sure and send an apology for their trouble ;-). However, I was comped a pair of sunglasses (which I don't wear because they aren't prescription). Additionally, I was given a free set of clear lenses (which are of no use to me at all). The lady claimed to have filed a complaint with the CEO of the company because the lab was apparently at fault each time.

Three or four times ago that I went to check, I went with my mom because were having lunch together. It has become a running joke (which is not really that funny) that every time I go there or call I will never get what I want. So once again when the lenses weren't in, or suddenly disappeared from the system (the orders), or were just shipped, or were on their way, or were lost somewhere, I forget, it's all a blur now, the lady there says "wow you've been so patient, " and I said "Yeah, to your face." And my mom told me later that the woman said to another person nearby that that was not very nice of me to say that. OH, SORRY FOR NOT BEING NICE. I think upset sort of comes with the territory. I've spent more money in gas to pick up my non-existent lenses in the last year than I had on the glasses themselves. So much for a flipping sale.

Oh I also much mention that the last time I went in, the lady who works there lost her husband a few weeks ago. So when I went to ask for my glasses she said she had been out for weeks because her husband died and she hasn't had time to look for them. I'm not saying that's a lie... what I am saying is that isn't my problem nor is any of the other reasons why I haven't received what I ordered. I asked for a full refund at one point and she said ok hand over the glasses, and I said why you're just going to throw them away, and they said well you can't have the glasses and the refund. If it were me working there, I'd give the customer whatever they reasonably asked for to save them from losing more business down the road.

I have told everyone I know not to go there, and made sure to make a stink when I do go so the people in the store might be warned about the ### they may possibly end up enduring like I did. I filed a complaint with the better business bureau (which I had never done before, in case you think I'm an avid whiner). Sears never responded so my complaint file was closed, and I received a notice that consumers would be advised to be cautious with them in their dealings. Hopefully someone benefits from this mess. I sure haven't.

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4:11 pm EDT

Sears run around from sears

On
Jan 02 2007, I purchased a sears kenmore oasis washer model #
110. [protected] ser # ct 4971637. About two months ago, I started
Experiencing problems with my washer. Within seconds of starting the
Washer, it stopped and code "f1" flashed on the screen. Since then,
Every time I start the washer, it stops and I get f1 code. It takes
Anywhere from 3 - 15 times to get it started... By stopping and starting
Repeatedly. Additionally, it frequently stops again at the rinse cycle
And I have to go thru the same process to get it going again. It is
Time consuming and frustrating. Shortly after this occurred, about 6
Weeks ago I contacted the rework line and was told by the customer
Service that this problem was noted and that there was going to be
"recall" or flash. She was very nice and advised me that in 2 - 3 weeks
I would be receiving a notification card in the mail regarding the
Problem an dat that time I could call the service number for free
Repair. Well, it has now been 6 weeks and I still have not received the
Card. So today I called the rework number and this time was told it was
Not under recall or flash repair! And it was never going to be. I was
Told that the information I had previously received was false and that
My only option was to schedule and pay for repair. Based on similar
Complaints I noted on line, this repair can cost up to $500. 00 and it
Still may reoccur! This is unsatisfactory. I paid over $1000. 00 for
His applinace less than 2 years ago. To be told I will have to pay
$500. 00 for repair is maddening. I have been a long time customer of
Sears and I am not happy with the service I am receiving on this issue.
The problem with the machine is not related to any type of abuse or
Misuse. Based on all the complaints I have seen on the internet, this
Is clearly a manufacture or design problem that sears should acknowledge
And fix.

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consumer2
Mogadore, US
Jul 04, 2009 9:01 am EDT

Mpabro - you must work for Sears. Sounds like they've brainwashed you well. You should not have to buy a warranty for a major design issue which this is. This should be a recall from Sears, or if they won't address their problem, a class action lawsuit hopefully will be forthcoming.

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user
, CA
Feb 11, 2009 9:53 pm EST

I think the "repair protection" is a big rip off! Protection from what? A lemon? This sort of thing happens all the time and the responce of "you should have purchased an extended warranty" is total BS.
Should your washer/dryer not be guaranteed for longer then 1 year?
And isn't the manufacturer SEARS?

Most QUALITY units nowadays have a minimum 5 year warranty. A 1 year warranty for ANY appliance is a BAD sign of sub-quality product.

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mpabro
, US
Jan 30, 2009 7:27 pm EST

Gail,

this problem is not up to sears to resolve. The manufacturer gives you a 1 yr parts/labor warranty and it is your responsibility to take care of it after that. You did have an option to buy a protection agreement from sears or through another provider once the manufacturers warranty expired. You chose not too. Your fault, don't blame others for your mistakes.

Just because you paid a great deal of money for a product, doesn't mean it will last indefinitely. Higher priced products simply follow supply and demand. They're produced in smaller quantities so they're more valuable as a result of that. :-D

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S
11:00 am EDT

Sears window installation

Listen to my words...Don't buy windows from Sears. The windows themselves, Simonton, are a great product. The installation/final product of the craftsmanship that I expierenced was poor. The guys that did the work seemed nice, but they are under pressure to install and get out. In my case they drove from Sacramento area at 2:00 a.m. arrived in Eureka, at 8:00 a.m and 'installed' 12 windows by 4:00 p.m...Four of the windows were done well, the others were done poorly, each window installation progressively worse as the day went on. Specifically, there was splintered wood and crow-bar marks left on the inside casings of 5 of the windows. I had to get supplementary help to finish the job. Sent pictures to the Project Coordinator...you know what, they don't really care, and once you complain at all, forget getting in contact again. The Project Coordinator did say he would send someone back in a week, but the point is, you have to feel kind of ripped off and even emabarrased that you got taken for the, "a job you will be proud to show off" lure they present.
Oh yea...the famous Warranty dosen't cover labor...ask the sales pimp about that if you are dumb enough to call them.
I'm not trying to get anything more out of Sears, I'm a teacher, and have nothing at all to do with any window company. Sears is easy, but some foot work and research will save you considerable money and embarrasment, and I have the pictures to prove it.

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9:48 am EDT

Sears faulty product and poor service

We Bought a Kenmore Ellite refrigerator and freezer. These are two separate units one whole refrigerator, and one whole freezer in January also bought the 5 year warranty. The refrigerator started leaking. After several attempts to repair, they have decided to replace the refrigerator (That was over 3 weeks ago and I still have not heard from them) so I continue to wipe the floor from the leaky refrigerator and I am really worried that this is going to damage my floor, (I wonder if Sears is interested in replacing my floor). The freezer is also having problems with icing on the door, so they scheduled an appointment and had some parts shipped to the house, the repair man comes last week and says they are doing a different repair attempt and ordered more parts and left, so the parts came and the repair man came today and tried to fix it, now the freezer is not freezing anymore, in fact it is starting to sweat, my items are starting to thaw out and the $250.00 food loss coverage they offer wouldn't even began to cover my items in my freezer. I called the repair department to try and set up service they said well the earliest is tomorrow between 8-5. They did not care that this is an emergency, they will not do anything to help. I bought their warranty on good faith and paid for it up front and they have the nerve to tell me the only thing they have to do is to schedule an appointment. I am very disappointed in Sears and their service.
The stress of this situation has been very difficult on my self and my family. By the way they have known about the problem with the freezers for over a year.

I would like for them to replace my refrigerator and freezer with the Kenmore Pro, and I think they need to do it with a huge discount. (Kenmore Ellite is made by Frigidair and Kenmore Pro is made by Whirlpool). I have suffered a lot of loss, not only with items that I have lost due to faulty product also the time I have spent many hours waiting for their service.

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david
Naples, US
Feb 01, 2009 10:16 am EST

i know this was posted awhile ago but i have a comment to make, i work at sears and you are stupid for thinking that kenmore elite is made by frigidaire and pro is made by whirlpool when in fact pro is made by frigidaire and some of the elite products are made by whirlpool. plus i am surprised you are having such trouble with the service. you guys all expect instant gratification well it just cant happen because times are tough and there arent enough technicians to go to everyone's house on the same day and exactly when you want them to. in the store i work in we only have one technician for the whole electronics department. so be patient your product will be fixed and as for you dont take the piece of junk kenmore pro which is made by frigidaire and stick with the kenmore elite or go to jenn air or something else but not pro.

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8:49 am EDT
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Sears no refund

I placed an online order for a TV on July 7th. The receipt indicated that the TV would be available for pick up in approximately 11 days. My credit card was charged immediately.

The item was delayed twice. On July 29th, I attempted to cancel the order. Eventually I called the White Marsh store. I was given a cancelation number and told that I would see a credit reflected on my account in 24-48 hours.

The following day I recieved an email that the item was being delayed again. So I forwarded that email to the order area along with this note:

"After several unsuccessful attempts to reach someone, I finally spoke with a representative at the WHITE MARSH location regarding my order. Order # XXXXX Due to the delay in the availability of this product, and the fact that my card has been charged a month prior to the item being made available, I had asked for the order to be canceled. I was assured that the order would be canceled and given a confirmation # of XXXXXX. I was told that I'd receive an email notice verifying this and that my the amount would be credited to my card within 24-48 hours. I have no email verification and would like to make sure that the amount will be credited to my card. The 8.9% finance charge would be nice as well, but I suppose that's a pipe dream. Thank you for allowing me to take my business elsewhere. Everything was handled promptly and efficiently by one of your competitors. Please insure that the credit for the cancelation of order # XXXXX is applied tomorrow. Once again, the confirmation number provided by the representative in the WHITE MARSH office for cancelation is XXXXXX. "

I recieved the following reply on July 31.

"Dear Ms. XXXX,

Thank you for contacting sears.com. I apologize for any inconvenience

you may have experienced with your order. I have researched your

cancellation request and have forwarded your request to the proper

department. Please allow an additional 24-48 hours to receive

confirmation of the cancellation. If you have any further questions or

concerns, please feel free to contact us at the number listed below.

Sears Customer Care

webcenter AT customerservice.sears.com

[protected]"

On August 5th, I recieved another automated notice that my item had been delayed. This percipitated several more calls and another email.

On August 6th, I recieved the following reply:

"Dear Ms. XXXXX,

Thank you for contacting sears.com.>

We are sorry to hear that you wish to cancel your store pick-up order. We have forwarded another cancellation request to the store for processing. Once processed, your credit will be issued to the credit card used during the initial transaction. You will receive your credit within 7-10 business days, along with an e-mail notifying you of the cancellation and credit to your account. Depending on your credit card billing date, the credit will appear on one of your next two billing statements. We apologize for any inconvenience this may cause.

We hope you will return to sears.com for your online shopping needs. If you have any comments or questions please contact us at [protected]. Thank you for your business.

Rod N.

> Sears Customer Care

webcenter AT customerservice.sears.com

[protected]> "

On August 13th, still not having resolution (7-10 business days is unacceptable when it takes 2 minutes to swipe a credit card) I attempted to contact the White Marsh office to verify. I guess you have to talk with Teresa, Jamie (the rudest rep I've EVER spoken with), Katrina, Rita, Jennifer, etc.

Today (August 13) is the first day I've had an email confirmation of cancelation. Hopefully my refund is applied soon.

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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?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

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.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

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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