Sears
reviews and complaints

I was taking a shower yesterday morning before work and there was no hot water - strange. I go check the basement, there's water all over the floor. My 7 year old water heater started leaking water from the side vents. I immediately try to find out if Lowes or Home depot make same day delivery and istallations - I know nothing of water heaters. As I found out more info on what kind of heater I have, I was on the verge of ordering through Lowes, unfortunately, it was suggested I check out Sears. Oh, they have same day delivery also, and $100 cheaper. Big difference as the heater + installation costs at an avg of $900. Awesome. I call to place the order over the phone and asked them a couple times to make sure that they can do same day delivery, since they "guarantee" it if ordered before 12pm, but I wanted to make sure. "Definately" they say, you will be contacted by the installer within 2hrs. I placed the order at 8:55am, what a breeze.

Of course I had to stay home and mop my 1st round of 10 gallons of water from my basement floor and meeting a deadline as I worked remotely for work... two hours go by, huh...no call - it's 2pm now, hmm it's 3, still nothing. I call, they said wait another hour to get a call. "Wait, but are you sure the installation will happen today?" "Yes, definately." "Wait, but what time must they call me back before they can no longer do a same day installation?" They say, "5 pm. Your order definatly went through to them, I see it in the system, they must not have seen it yet" "Ok... are you sure they can still install today?" Yes. I call again at 4pm... They said wait one more hour, and call us back if you don't hear from them. "but if they don't call by 5, doesn't it mean they can't install today?" Um, yes. "So they won't be installing today?" Yes. "Ok, I'm cancelling this order, cancel it right now. Can you give me a confirmation number?" Ok, cancelled. No there isn't a confirmation number. "when will I see the charge back on my card?" 10 days.

5:35... "Hi, I'm calling from sears. You want a heater installed tomorrow?" Um, you're a bit late, I already cancelled. "Well, I still see you in the system, and I have the order. Do you want the heater installed tomorow or not?" Well when can you do it? "between 12-4pm" Fine. I'll work remotely again and schedule teleconferences to make another deadline. I looked up to see if there were any other complaints, and found one similar on this site. I thought, well, it was in Cali not here in Boston... although, it did have a similar ring to it... Should I try Lowes or Home Depot? What if they do the same thing, and I waste another two days.
Ok, I'll stick it out and complain later... I actually got a direct call from a number [protected], Sears can't be THAT BAD.

Next day 9am. "Hi, I'm just calling to check that my order for the heater will still go through since I cancelled yesterday but finally the installer called after waiting for 8hrs. Please check to confirm." ... after holding for 30min. Yes, I definately see you in the system. Your order is still here and you are scheduled for installation between 12-4pm. "Ok, so there isn't going to be any issues?" Nope, you're scheduled today between 12-4pm.

12:30pm "Hi, I'm the installer. I'm here picking up the heater and they said you're not in their system. They never recieved your order for a heater and they don't have what you want in stock." I called them this morning just to confirm and they put me on hold for 30min! "Well, they wasted my time too because I'm out here and the heater isn't here." Well %#!@*& me. Your dandy time was wasted.

Called to cancel the order again. Wow they actually gave me a cancellation number this time and said I will be refunded between 3-5 days? What the %#!@*&. Right, it's already past 12 and other places like Home Depot and Lowes, can't guarantee same day delivery anymore. %#!@*& it, I'm calling a regular plumber even though it'll cost $300 more. Got a quote yesterday, and they called back this morning to follow-up. They said they can do it tonight...I'll see. Will need to mop more water in my basement.

I WAS LOOKING FOR A NEW SEWING MACHINE AT SEARS TWO WEEKS AGO. I WAS TOLD SEARS WOULD NOT BE SELLING SEWING MACHINES ANY MORE AND SEWING MACHINE WERE ON CLOSE OUT.
THE ONE I WANTED WAS MARKED DOWN TO $199.99 STOCK #20-19110. TODAY SEARS HAD A 30% OFF SALE ON ALL SMALL APPLIANCES. AFTER ARGUING WITH THE SALES CLERKS FOR AWHILE THEY FOUND THE SEWING MACHINE WAS INDEED 30% OFF. BUT THEY RAISED THE PRICE OF THE MACHINE TO APPROX. $271.00 DOLLARS CLAIMING THE CLOSEOUT PRICE WAS FOR FLOOR MODELS ONLY.

I dropped off my battery (under warranty, $129) to be tested. Got a call back it tested good. Went to pick it up and the long wait was ridiculous. I left and returned after a month when I had time to pick it up this past Saturday, Dec. 26, 2009 and the manager said my battery was not at the store and he could do nothing about it several times.

I received no call at all about it being discarded while under warranty. I called Sears Customer Service to report a complaint the same day and was told the District Manager would call me back within 48 hours. I received no call as of yet. I called Customer Service again this morning and was told the exact same thing again.

On December 6, 2010, I placed an electric Sears range on layaway. We went and picked it up on December 20. We connected it and it kicked the breaker off, we checked the wiring, which was find. We reconnected it and fire shot from it. The bottom element had never been connected. I contacted the store and the manage/dealer refused to refund us our money. He said that we would have to take another stove from the store. After three hours, the range that we wanted they said they couldn't sellit from the floor, so we finally picked out a gas range. That was a mistake. i contacted Sears corporate office and they told me to pick out a range and that they would suffer the loss. Finally on Feb 01, 2011, Sears sent me a gas range. They sent someone on Feb 11 to install it. My problem that I am having is, the orfices from natural gas to propane was never left to me, and I requested them back, which they have never been returned; and the gas come from the top burners before the iginitor ever comes on. A Sears service cam can and he told us that the burners cannot be adjusted, because this is a new type of range made by Frigidaire for Sears. I contacted Sears about this problem because it is very dangerous, but Sears is telling me that there is nothing that can be done. I feel that there is something that can be done. What if this gas range should explode when I go to use it?

Do not buy sears mattress if your basing it on the fake 10yr warranty. My $800 mattress thats less than 2 yr's old is no longer firm as it was 2 years ago, and I cannot sleep in I no more due to fractured disks in low back. I have returned to guest room where the firm mattress resides, thats not form sears. Long story short, sears compares your mattress and body wait to a shoe string and a ruler, in order to return your 10 mattress and pay them a $75 delivery fee, you must email them pic of how your string and ruler shows there's a 1/5 in or more sink hole. Hey sears string doesnt weigh '185 lbs. So stupid and a waist of $ and time, just buy cheap to your firmness and plan on changing every 2 years. Way cheaper and you dont have to get the bs from sears. Stop giving them your $. 3/11/11

We recently had a battery change in our 2002 Dodge Stratus which necessatated removal of the front drivers side wheel. After driving it for approx. 1400 miles my wife heard a noise coming from the front end but didn't know where. She made an appointment with the dealer where she bought the car and upon inspection they found the 5 lugnuts loose. The car was riding around with a loose tire. After countless removal of the wheels for inspections, brakes etc. this is a first for us. We brought the damaged wheel as well as the cost of the wheel to sears and after considerable time I called the manager of sears automotive and he stated that he coulded reach us on 2 different phone lines. He stated that his boss declined reimbursement for the cost of the wheel. It seems like sears only stands for quality as long as it bears no cost to them

Placed order on sat., march 12, 2011, for laminate flooring to be installed in my home. On mon., march 14th, I found that home depot could install my floors for 1/3 the cost of sears. When I attempted to cancel my order I got nothing but a run around and never spoke to anyone. When I got in touch with gene wheat, the salesman that sold the flooring, he hung up on me and then called back 10min. Later to offer 20% off, unacceptable! Still unable to speak with emilio dunn, the district sales manager in florence, sc, after leaving multiple messages. I expect this matter to be taken care of immediately. I will not be referreing anyone to sears.

I called about 2 weeks ago and spoke to someone in Sears customer service describing how our mattress which is 2 years old is sagging in places and has lumps in the outer cover and is suddenly soft - it was a firm mattress. I was assured it would be replaced, no problem. I was contacted by the mattress warranty replacement people to whom I spoke yesterday (I had to call them back and was on hold for 25 minutes). They said that it might or might not be replaced, and sent a very detailed form to follow with instructions on taking pictures with strings and rulers. They would then review my need for a replacement and contact me later. I did not appreciate their attitude - the person to whom I spoke basically said that the other person had no business telling me that it would be replaced. I feel that a 2 year old mattress should not show this type of wear. The mattress person told me that now they recommend every 2 weeks putting the mattress sideways across the foundation and sleeping on it like that for a bit to extend the life of the mattress. A king sized mattress is not conducive to this! That is ridiculous. I want my mattress replaced without all this delay and hassles.

I am very disappointed with Sears return policy. I recently purchased an air conditioner. After installing the unit in my work shop, I found the unit wasn't large enough to cool the area.

I looked high and low for my receipt, but to no avail. So I called Sears to explain. I was told, yes I could return the unit and receive an in store credit as my refund.

I drove the 40 miles to return the unit and was then told I was not going to be able to return the A/C because I have no receipt.

I am 72 years young and have purchased many many tools, (major tools for my cabinet making business) for 50 years plus. Now I am stuck with an air conditioner I cannot use, the BTU are not enough, mind you I live in Florida and the temp in the summer is about 95 degree everyday, with high humidity.

I purchased all of my appliances through out my life at Sears, and 3 years ago I purchased all appliances for the new home I built. Do they think I walked out of their store with the A/C under my "heavy coat?

I was careless to have lost my receipt, yes indeed, but I was told Sears would give me an in-store credit if I wanted that. This was fine. I am upset that I drove the miles to be rudely told that I would not receive any refund or credit.

I looked to see where I could complain about this, and came up with no place to vent my disappointment to the Sears people. I will never purchase another tool or appliance from Sears.

I will not be purchasing anything from Sears again. I will never return to Sears.

I will take my business elsewhere. What ever happened to good old Sears and Roebuck I used to know so well and trust?

After an evening of searching the Internet to find where to complain about this I think I have finally found an address to Sears to express my disappointment.

I purchased a Trio frig from Sears on 12/05. I immediately noticed ice on the meat drawer in freezer but technician did not seem concerned. Last year water began pouring on the floor. Called Sears and they wanted a commitment of either $90 for the service call or $250. that would cover all calls concerning the problem. I committed to $250. Then I was told they could not come for 2 weeks. The day of the appt. they called and said they could not come, but maybe could the next day. I cancelled and got my refund after more phone calls. Another repairman from local company charged $95 and cleaned all the ice out. This lasted a short time and the water was freezing in bottom of freezer and puddling on the floor. Another more experienced repairman from another company came out-----I am told the fan is not working and also that Sears is aware of problem with this particular model but will not tell other technicians how to fix it---only Sears technicians have the knowledge and know what parts to get. Another $75 down the drain on a $2, 000 piece of junk. I will never buy Sears again--they should have notified me that this frig had a flaw and offered to repair it. They knew it when I called them but did not mention it. Dishonest and totally not the old Sears we grew up with. Now all my food is covered in ice as well as the freezer bottom and the door and I have to chip ice out to get the door open and this is not easy with a bad back.

After filling out an online application and survey I was deemed unhireable. Sears Holdings uses an online survey to deem whether or not a person is hirable. An online survey and quiz is not a sole factor of the quality of a worker, his or her dependibility, his or her integrity, or his or her ability to provide customer service and work cooperatively with others. Whether or not a person recieves acess to an interview should not be based only on a standardized online questionare.

Sears Home Central - the only piece missing is "service" while the District Mgr eventually stepped in to resolve the problem that should have never occurred as it was like taking a walk thru the desert! But let's start at the beginning;

THE GOOD:
An order for a new furnace, installation (i.e. plumbing, furnace & electrical) is placed and after some lackadasical follow-up by Chris, he finally relays a good installation date. Installation day arrives and the furnace & plumber are right on time. Dismantling the old one (while trying to salvage parts - but for whom?) takes place and a punch list of needed items (good thing there was a local plumbing store) is made. One could argue this both ways but it is what it is... Even the dent put in the storm door when removing the old furnace wasn't upsetting as it's the basement door but a dolly with small wheels takes alot of grunt work. Getting the new one off of the pallet also caused a visible dent to the furnace skin but since it was small and even though noticable it was to a bottom portion of the furnace. While there shouldn't be any dents I suppose I should be "Happy" it was only a small dent!

Well off to lunch and punch list they go after getting the new furnace in place. To my surprise the electrician shows up 30 minutes afterwards. I am impressed only to find that the former job he was at was a "washout" as they weren't ready... so perhaps more by accident then good timing.

THE BAD:
Everything seems to proceed according to plan with all three working most of the time and oddly enough not getting in each others way. The electrician is caught a bit flat footed since he did not undo the original electrical set-up and needed to look at the old wiring to figure out what needed to done. Seems to be a flaw in the walkthru that we had to make arrangements to have someone home so the furnace people could assess and take pictures.

with the temp dropping below freezing they have everything in place and are ready to test fire the furnace. Ignition, Contact - NADA! Ignition, Contact - HADA... Now what? So the electrician goes out gets his testers and find there is juice but the "contact plate" above the furnace had shorted out somewhere along the line (although it had been perfectly working before the dismantling occurred). Ok, now what? Out to their Trucks they go - no plate. The Furnace people even though not their responsibility might have one and have been known to give out parts (that they don't seem to be reimbursed for, according to them) but alas nothing. Well, off to the Part's Store you go, right! Nope, he doesn't have money to buy a part and indicates he needs to get one thru the "sears suppliers". Well this is your problem to which he replies "not my problem but Sear's Problem". So does this mean we have to take another day off and be here tommorrow? The electrician indicates he can be back tommorrow so I say, "i'll pay for the part and you get one locally". Someone can reimburse me! Unfortunately, none at Aubuchons and electrical supply places too far to go as it is now nearing 4pm. The electrician then tells me of a job that is 1st in line the next day and doesn't have any idea when he can be back tommorrow but after a "heated" debate says well that one will need to wait and I'll try to be here by 8 am.

So, what about the heat? No problem as we will "jury rig" the safety device to have juice and it shouldn't be a problem. The electrician then shows me the work order for his part and it was pretty pitiful in terms of what parts were going to be needed (actually there were no parts listed) but service people should have enough cash/credit to buy unexpected & needed parts... So they splice the wires together and off he goes...

THE UGLY:
A call is placed to the Sears Cenral about this problem and "Abdoul" a supervisor answers the phone. I explain the situation to him in no uncertain terms in colloquial english at times. He then goes into cover up mode that Sears is not responsbile to supply such a part. Excuse me! It does say Electrical, it was working fine before you started and now it's shorted and you say SEARS is NOT RESPONSIBLE TO SUPPLY THIS PART! Who's your boss and what's his number? Ryan Kiernan [protected],

Yes, is Ryan there? No he is at a seminar all week. Can he be reached as this is not a happy camper? Well No, he can't. Do you mean he doesn't have a cell or contact number? Silence... well can you wait a second...

This is Mike Vidulich, (who is the district mgr) and after hearing the story is amazed that 1. noone had the part, 2. the customer is putting upfront cash as the technician doesn't have it 3. there is a reason it's called a saftey device and 4. the job "ain't done right, & the customer is going to be impacted uneccessarily. Mike, indicates we are turning around the electrician to return with the part while asking the furance people to stay until he arrives to ensure all is well.

Great! Then 6 pm comes - no electrician when I hear the furnace people say, "he's coming in from boston and we can't wait any longer and off they go". Granted it's electrical but still an uneasiness set's in. So upstairs I go and around 7 pm., I hear a door open and someone is in my basement (unannounced & uninvited).

With great caution I confront the intruder while having him produce identification. I say, "do you typcially enter someone's house without first askiing permission? They told me where the door was and the door was open (i.e. unlocked). My front door is also open but that doesn't mean you just walk in!

Well, he has the part and installs the electrical properly and so far, so good which ought to be the end of the story, right?

Well, I left out the part of the new thermostat that was suppose to be a honeywell one for heating only and not the emerson that is still sitting in it's box that controls heat and a/c. More interesting was the debate between the furnace & electrican as to who's responsibility it is to install the thermostat and I looked at them and said "well it ain't mine".

So perhaps a call to all their bosses at corporate Peter Aoan who is the regional GM at [protected] is warranted to tell him of the good, the bad, the ugly and those who helped (like Mike) and those who were doing CYA (like Abdoul) while also reminding all of them - I'm still waiting for the correct thermostat and still won't be doing a customer install.

Let's hope it's smooth sailing from here.

We too purchase the Kenmore Power Miser 12 gas Water Heater, only to have all the same problems that I already see online...pilot light going out. We've replace the thermoculper and my husband was going to replace the thermostat, but after reading Marks' advise, we're going to try that first. I cannot believe with all these complaints that nothing can be done for the consumer' that have purchased these horrible units. Hopefully something will happen.

Sears kitchen remodel... Disaster.. Unethical... Liars... Requests were ignored... Salesman was a liar and would say whatever to get the contract signed.. Believing what he said about being 100 percent satisfaction guarantee, was the only reason we went with the 16k deal... We were screwed... Now ruining our credit through sear/citibank... Don't use sears home improvement... Don't do it...

Ordered dishwasher for delivery and installation 4th December 2010 - this showed up scheduled for delivery 7th December 2010.
The date was missed and I called to find out where the order was. When I called the Sear's system was performing updates so I was unable to get an answer and was asked to call back in about an hour as they could not retrieve information. This excuse or situation continued for the next 2 or 3 times I called.
Finally when someone could access the information I was passed to department to department. Finally the week of Christmas I was called by the installation people and arranged a time and place fort he installation. When this person turned up to do the installation the right equipment was not ready for them to install the dishwasher.
I called late January to find out what was happening and again had to go through several calls to try to get a date. I did not get a call back from anyone and made another call and was informed that the offline department would investigate the complaint and get back to me within 72 hours. I did receive a boiler plate email back saying my account was being credited and my order cancelled, but no explanation apart from this. I replied to the email to get details and again received a boiler plate email stating that it was cancelled due to an error when processing the order. I am now waiting to get the original charge back into my account, but no interest on the money that they have held for 3 months.