Sears
reviews and complaints

Bought mine after Katrina...been having it since Dec. 2006. Had to replace the ice machine motor...now today 2/2/2016 went home to a smell in my kitchen..opened frig and wow...light was on and had melted the plastic around it. the sockets were black and the top of the frig now has little bubbles from melting. Unhooked the light and took it completely out. Thank goodness I came home or my house would have burned to the ground. Now gotta get a tech to come out and check the frig to see if I should still be using it since it is still cooling. For some reason the little switches that push down when the doors close to turn the lights off stopped working.

I have been a regular customer since they opened for business, many years ago. Customer service there has become increasingly problematic, apparently due to poor management. On the morning of 2 FEB 2016, I went in to by tires and was told I needed an appointment, so I returned at 2PM as appointed. There was only one employee at reception who had the task of answering non-stop phone calls and taking care of many walk in customers, as well as completing obviously excessive paperwork. The poor man did his best to be polite and efficient at a clearly impossible task while various other employees wandered around leisurely chatting and oblivious to the problem. It took almost three hours just to buy two tires (all day actually). This problem has been increasingly unacceptable to the extent that Sears is loosing reputation and customers, including me. I tried to phone management, but didn't get a call back that day and when he did call he offered no explanation or apology and refused to give me contact information for his superiors. He identified himself only as "Shawn."

I bought a washer/dryer scheduled for Thursday, 12/30/15 delivery (salescheck #[protected]). Told the salesperson I needed them to be stackable, but he forgot to add a "stacking kit" to my order. Attempted to add the stacking kit to my order. Called customer service. I had to call THREE TIMES - once they just hung up on me after I had spent about 15 minutes explaining my issue. Spent 90 MINUTES on the calls. When the delivery men finally got to my home (they called FOUR TIMES to get directions to my house, said they weren't familiar with my neighborhood, and said they didn't know which way north was), of course there was no stacking kit. The delivery men insisted I had to take delivery of the washer and dryer (or else they would not get paid, and/or they would not be able to redeliver them in a timely manner) and could NOT remove my old ones, so the washer/dryer are stuck in the middle of my hallway. Not connected. I asked the delivery service rep, who I talked to “live” on the delivery man’s cell phone, for Sunday delivery of the stacking kit and hookup of the appliances. She said, “What time?” I said I didn’t care as long as it was all done Sunday, 1/3/16. She assured me this would happen.

Friday, 1/1/16, I got a call asking me to confirm Saturday delivery. SATURDAY? The only 2 response choices the automated message gave me did NOT include that I wanted to change the delivery date. I then tried to call the Woodfield store directly (they were open), but was transferred somewhere where it rang about 10 times and then they disconnected/hung up on me.

Saturday, 1/2/16, at 7:03 a.m. (REALLY? WAKE ME UP? For a delivery I didn’t want?) a person from the delivery service asked if I wanted my appliances delivered that day. I told him I ALREADY HAD the appliances, ONCE AGAIN DID NOT WANT SATURDAY DELIVERY but wanted Sunday delivery. He said he couldn’t do that, and said somebody would get back to me. I tried to get back to sleep. It didn’t work.

Sunday, 1/3/16, at about 9:05 a.m. I called the delivery number and talked to Nick first. I figured they had the WHOLE day ahead of them and certainly would be able to get my washer and dryer hooked up, since I had to go back to work Monday. Nick told me the next available delivery date was Thursday, 1/7/16. I told him that was unacceptable since 1) Sears had made so many mistakes and needed to fix this immediately, 2) I have a little thing called a job and can’t be home to accept delivery during the week, and 3) I was already tired of tripping over the washer and dryer in my hallway. Nick said Thursday was the best he could do. I asked to talk to a supervisor and got Joseph, who was extremely condescending and unhelpful. Repeatedly. He said he could get things fixed on Monday, 1/4/16, but I told him about the little thing I call a job and said I could be home by 6:00 p.m. to take delivery. He said that was not happening. Then he told me the next possible delivery date was Wednesday. Perhaps he didn’t understand, after repeated times of telling him, that I work and can’t be home during the day. He asked me (in his condescending tone) how I thought I could have a Sunday delivery when the warehouse is closed on Sundays and Sears doesn’t deliver on Sundays. I told him AGAIN that Meegan promised me a Sunday delivery. I asked how I was supposed to know that SEARS WAREHOUSE ISN’T OPEN ON SUNDAYS AND SEARS DOESN’T DELIVER ON SUNDAYS. He had no answer for that. We went around and around, him offering Wednesday or Thursday delivery again and again. He offered me 100, 000 Shop Your Way Points for my trouble, which he said equaled a $100 value. I said that was meaningless to me since I WILL NEVER EVER SHOP AT SEARS AGAIN. He became quiet and waited for me to speak several times. I was never abusive, although I certainly wanted to be. I told him I was done arguing with him, and that I expected his supervisor to call me the next day (Monday, 1/4) with an acceptable solution to this issue. He said that would be fine, but it would just be him calling because he was the highest level employee to deal with this issue. I said everyone has a boss, and I want yours to call me, but he again told me it would just be him calling me. I had to tell him that I was going to hang up several times before I just did it. He would NOT give up. He called me about 2 hours later to schedule delivery – for NEXT SATURDAY. I was so beaten down by this time that I said ok, but that I was going to escalate the issue on Monday, 1/4.

One of the delivery teams (there have been 4!) sent to my house managed to unhook the hose from my water softener to the drain, so when it regenerated it flooded my laundry room, powder room, and kitchen floors. Plus damaged the drywall. From then on, the water softener leaked water constantly as well, so I had to trudge through a wet laundry room for 2 weeks until Sears FINALLY sent a plumber to fix this issue.

The next issue was despite there being many teams out, my appliances STILL were not hooked up correctly and moved 6-8" each time I used them. Lo and behold, some large shipping bolts had been left in.
Now I'm battling with Sears to get them to fix the floors and walls they damaged. (Oh, and the dryer doesn't work for more and 5-10 minutes at a time; have to constantly restart it.) They really don't care about all of the damage and stress they have caused me, which is what makes me the maddest. DO NOT BUY FROM SEARS. EVER!

This washer is garbage. It only uses about an inch of water. The clothes never get completely wet or agitated. The just sit there in a lump and barely move at all. The washer itself smells, the clothes come out smelling even worse. You can only us about a tablespoon of soap, otherwise you get other problems. You cant get clothes clean by just getting them damp, I dont care what you say.

The entire design of these washers is flawed. I want this piece o garbage machine replaced by a reliable (Older) unit.

Purchase a Sears Kenmore Elite 795.7205 in mid 2012. I started experiencing problems mid 2015 of loud fan motor noises and then complete loss of freezer compartment. A tech defrosted my frig and replace an evaporator fan motor. Total cost $243. He indicated he checked the main board and it was fine. The same problem occurred in early Nov 2015. I lost my freezer just before Thanksgiving. The tech said I did need a main board and defrost sensor. Total price. $433.35. In early December, the same problem occurred again but now I have lost my ice maker. Getting code of Er 1F. Now I need a new Defrost Heater. I am very suspect of the sequential repairs being advised to my tech by LG's Tech Support Center. I am paying the price for them to guess what is really going on. Other posts on this sight. I am willing to join into any class action suit regarding the energy rating scam. It clearly appears to be a root cause to design flaws. I am reaching out to the rest. I am at [protected]@hotmail.com.

I have sent a complaint to sears couple of days after this experience. I guess customer's voice is nothing to sears nowadays. I never heard back from it. My friend and I drop off both our cars at 12pm for our 12pm appointment. We asked separately on when we going to get the car back. The longest estimate was like 3 hours max and said they would call us when the cars are ready. We went on to have lunch and shopping at the galleria. As the sun was setting, we decided to go back at 4:30. While, we were walking back, I got a call saying my car's ready. When we arrived, my friend's car was at the same spot as she parked at 12, they told us that her car hasn't been worked on. That's horrible. Some of my paper works are lost. There are other customers there that were very upset about their similar situation. Some staffs have attitude as if they don't care. My time is very valuable. If we got our car back by 3 as promise, we could do a lot more other things in other area. I am no lawyer or anything. But my hourly rate for my work is $30, my friend is $50. We could have done so much more with the time that we have wasted on trying to get oil change. Why did we go with Sears? Because it's a big brand. We thought it's big brand, quality must not be too bad. It's even more horrible than the small shop that I used to go to. I had my wiper to be changed that day. Frankly, I don't even see the difference from before. I highly doubt if they are new ones.
Service satisfaction guarantee? Am I going to get a refund on this horrible experience? And my friend whom wasted good 5 hours for it (we started walking back at 4:30, after we arrived, we waited for a long time before someone show up, and it took them a long time to get us checked out. It was actually 5:30 when we finally leave)
What can you do for her? What in the world is happening with Sears? My elderly relatives have this trust towards sears, always recommend Sears for everything. This experience is worse ever.

SEARS I beg you. Please follow through. I have never had such poor customer service in all my life. EVER! On 1-18-16, I placed an online order which got sent to 2 different distribution centers. One that outsourced was shipped immediately. The other consisted of 2 items and were sent to be fullfilled by a Sears store in Manchester, CT. The store processed a return for those items the same day, and I received an e-receipt showing the returns. However, they generated a UPS label which appears to have the items pending for shipping. I have spend 6 days, over 10 hours, calls, email, and chats, trying to resolve the issue. I have been hung up on twice, lied to, diverted, etc. I can't begin to tell you, how stressful it is to try to resolve a problem your store created. I fear fraud and wanted this to be expedited. I was assured that my order was not cancelled, and given a $5 gift card for my inconvenience for it being delayed. I called and requested that I pick up items in my local store, since they were sitting right there on the shelf, and I was told this could be done, but I had to wait for an email from online customer support. Email told me the items were shipped and I had to wait for their arrival. I called the CT store and was told they were on backorder not cancelled, even though I gave her the receipt information. She gave me a phone number that was higher up in the corporate chain. Called spilled my story again, only this young man said he was in appliance repair, she gave me the wrong number, and redirected me to the very department that has been giving me the run around for days. No one there speaks fluent English. Emailed and got a response from Twila Mamoth. She said my order was cancelled and they deducted the $5 customer serivce gift card from the total. I never requested my order be cancelled and asked to be forwarded to corporate. Are you serious, refunding a CS gift card from my refund? Also, the total refund amount did not match what I paid, even without the giftcard. Called in again, told my order was not cancelled. I need these items, so I ordered and paid for them again, and had them delivered to store. Called shop your way, because this fiacso altered my points. I had called on earlier and was told, all I have to do was call in, once the order was staightened out, and they credit my missing $20 points. The shop your way associate refused. Said I had to talk to Sears. She was rude. Back to a online order manager, he said he could help me and hung up on me. I cried. I spent the whole day, trying to fix this. Worried about fraud at store level, wanting answers...etc. Last effort, called shop your way again. Spoke to Rochelle, she was great. Saw my previous notes, and added the points immediately, she sympathized my situation and was the first to connect me to the coporate office. I have requested to speak to coporate 7 times. Told no number or emails, never forwarded. Got to speak to Matt from California, who now works in Texas corporate office. Smooth talker, made me feel like he would handle my situation. Told me that my order was not cancelled, and he could cancel it on his end, so I could receive my refund, but his "system was down." Told me to call back in an hour or the next morning. I called the next morning and got hung up on. I called again and was told by Judson, that there were no notes stating that Matt specifically, spoke to me or that Matt planned to process a refund. I asked to find Matt, to please find the person who placed the notes on my account. I think there should be at least 6-8 calls that I have placed? Judson, basically refutted everything I was told the prior evening. Said a refund couldn't be done on his end, I had to be transferred back to online orders Had to wait 24 hours for a response. Got an email today, stating I got a refund send back 1-20-16 and to wait 10 business days... What is going on? Order is not cancelled in my history and the phanthom tracking number still exists. What is my refund amount? I have had dealt with Sears for over 20 years, but we are done.

Placed on Mar 19, 2015
Order #[protected]
APR28
Delivered
Total: 2 Items

Best Home Furnishings Bradley Space Saver Power Recliner $1199.98
Qty: 2
review this product
HOMEDELIVERYCHARGE
$69.99
$1, 092.67
Ordered two recliners in March. They were delivered about two months later. When delivered, one arm on one chair was falling off the side. They ordered a new one and delivered it about six weeks later.

Now, both arms are falling off both chairs, both chair reclining mechanisms are broken, stuffing in both chairs has compressed in backs and seats and we are sitting on the frame boards.

Called Customer Disservice. First hardly speaks English says 30 day warranty, you are out of luck. Passed onto the next level, same exact thing. Passed to the NEXT level and talking to an American girl in “Sears Online Customer Service.” She reiterates “only 30 Day Warranty.” I explained it has only been six months and both chairs have disintegrated. She said “You shouldn't have bought them!”

Finally she gives me the number for a company that is supposed to provide service AFTER the 30 days. I call them immediately and the number is DISCONNECTED!

I feel that I have been robbed!

I went to Sears.com to order a two-pack of replacement filters for my fridge's water dispenser. The website won't let you order parts to have shipped directly to your home, it will only let you order parts shipped to a local store, unless you call the 800 number. All my local stores were out, so I called the number where I spoke to a very unhelpful, unqualified person who asked me for my phone and info and and name and zip code at least three times. Upon telling me the total price of my filters with shipping and tax, it was close to $30 over the price listed on the Sears website. I asked her why. She said the parts come from Sears Direct and *not* Sears, hence the different price. I told her that was false advertising, and I asked to speak to a supervisor. She got very huffy with me and told me that that the only thing that would happen is I would be transferred to another line with Sears Direct. I immediately went online to Sears Direct's website while she put me on hold, where, in fact, the price of the filters was way less than what she told me over the phone, and with faster shipping, so I hung up. I'm livid; I spent 45 minutes trying to order a fridge filter online and then over the phone, and it should have taken me 5.

Lesson learned: order parts from Sears Direct's website, and don't ever call Sears directly. You will get a much better price, and you won't have to deal with incompetent people.

Hi,

My name is Jean Moise, my wife and I bought a refrigerator from sears June 2011 and we also purchases the extented warranty on the fridge, they were suppose to come over my house to do service in the fridge every six months, one year later after we bought the fridge we called and scheduled an appt for service, the appt. morning someone called me and told me they will be over my house in 15 minutes it was 7:oo am when they called, that mean they will be at my house at 7:15 am. we waited and waited no one showedup that day, we called many time while we we waitting for some one to come, customer service couldn't tell me why they called to tell me they are coming in 15 minutes and never showed or called to let me know they are not coming. Later on in I called sears ustomer service and cacelled my extended warranty even thou they took half ot it,

In July 2015 the fridge started to give me warm air I lost all my food, I called sears, they came over they found that the compressor is not working, they ordered the part, when the part came I called them they make an appt. they came over and fix it, it was working until first week of December 2015, they changed the same part 3 time in December the fridge is still not working. On December 23 I had an appt. scheduled between 1 to 5 o'clock that letf my work at 12:00 pm to come home and wait for them at 4:45 I called customer service to let them know that no one showed, they told me that my appt. is between 1 and 5 pm, it is not 5 yet, i waited until 5:15pm I called them again, they told that they are very sorry all the technician left for the day. it was two days before Christmas I had Family coming over and I had to cancelled my christmas dinner. off cuse they offer me to get ice and they will pay up to $50.00 for the ice. They someone over on the 26th of December he ordered another part not put it in the fridge is still not working, I called them, they told me that they have to ty to fix at list 4 times. the part have 5 years warranty and it still under warranty. so far they sent 8 technician over my house to try fix and it is still not fix. every someone come over they told me to call the next day. every time I called them they scheduled an appt. in one week they send technician over. the technician told that the problem can not be fix, they told them to try something else.I can not deal with your cutomer service anymore.
I haven't have a fridge for over a month, I have three children in the house I need a fridge. I am tired of loosing time from work. so far I lost 6 days from work. I feel nothing is being done they are just playing game I am tired of that game.
I been insulted and harassing by your customer service, any time I called them and asked to speak to a manager who ever pick up thet told me that they are the manager, I never know that a company can only hired manager only. many of them hang up the phone while I am talking to them, one of them name Savana put me in time out beacause while I was taking to her she told me that she is going to put me on hold to calm myself down, which she did put me hold for about 20 minutes. I am very tired of that situation and I need some answer. I called 3 days ago a lady convince me that some will contact me in 48 hours, no body called, when I called them today, they told me they scheduled for another technician to on January 29 to look at again for 9th times, it is very frustrated. please stop playing game and let me know when they are going to replace the fridge.

October sixteenth 2015 a Sears repairman came out to fix a tube on the back of my refrigerator that connects to the filter. He cut off an end and reconnected it assuring me the tube was fine and would not break again. On October twenty eighth while I was in Italy I received a call that there was water coming out of my garage. I sent a neighbor in and he shut off the water supply and found my house under three feet of water. Little did I know this was just the beginning of my nightmare! I immediately called Sears and they told me to call their insurance company Sedgwick. I did that and was told there was nothing to be done that night but when I returned on November seventh to call and file a claim. Needless to say my entire expensive trip had been ruined! What I should have been told was a remediation company would be sent in to dry out the walls. On November seventh I called Sedgwick and filed a claim and was assigned an adjuster Carlos. He called me and our conversation on the phone was not the most pleasant. You would have thought I flooded my house on purpose! I was told to get an estimate which I promptly did. I was told that there is a three day window for mold which had obviously passed and now my entire house was covered in MOLD! After many unreturned phone calls my claim was reassigned to another adjuster. I am still battling this claim. We have had to take money out of our bank account to repair the house ($58000.00). Now that the refrigerator has been returned to the house it is no longer working because the mother board is rusted. I am told I will only be given depreciation value...I had a working refrigerator and would have had no need to replace it at this time! I am sure Sears must have an extra refrigerator they could replace it with considering it was their doing that set this horror story in motion! If you need repairs call any one else but Sears! I refuse to ever allow then in my house again and if you are wise you will do the same!

We purchased 3 Kenmore elite appliances back in 2011. It was the first time for appliance purchases from Sears. Last yr we encountered a terrible odor coming from frig. Like everyone else cleaned everywhere in and outside. Threw out food, repackaged things and in time it went away. Never knew what caused it. Now we are moving and thinking about new appliances in our next home. Sears, of course. Wait what is that smell coming from my frig? Again...well I have to see if anyone is having this problem. The question should be who isn't having this problem with their frig...Now that I see Sears has turned a blind eye to this poor design in frig and continues to peddle a defective product. I cannot in good conscience purchase any Kenmore product and will make my purchases elsewhere. .

My Case # is 3970958. I had a service tech to come out on Dec 23th to fix my Maytag refrigerator Ice maker . The technician stated he had to order a part. Someone would be in touch with me. I never received a call back so I called on Dec. 30th and spoke with a customer services person, who stated that if they haven't come out to repair the refrigerator by Jan 13th to let them know that I needed a replacement refrigerator. A Sears Third Party Repair Company called me on Jan. 7th and scheduled to come out for the repair on Jan.12th. The Sears Third Party Repair Company called me back on Jan 11th, 2016 at 4:05 p.m., stating that they had overbooked themselves and they wanted to know if they could reschedule to come to my house later on Jan 12, 2016. I agreed to the rescheduled appointment. Next, I received a phone call on Jan 12, 2016, at 3:59 p.m. stating that the Sears Third Party Repair Company would not be able to make it at all on the rescheduled date and time on Jan 12, 2016. At 4 p.m., I called Sears and spoke with the Overflow Department, where I was on the telephone with them for a total of two hours going back and forth trying to reach the Sears Third Party Repair Company to see if they could me rescheduled again for one day in the same week. I have never had this problem with Sears technicians. I feel that out of respect for my time and patience, Sears Third Party Repair Company should have been able to get me in as the first scheduled client the next morning instead of a week later which is unacceptable. Today is Jan 13, 2016, and I have been on the phone with the Sears Complaint Department who refuse to take the complaint and I spoke with a gentlemen by the name of Daryl. I have been without ice for over a month, and have been purchasing ice from the grocery store. I would like to be reimbursed for my out - of -pocket expenses, and would like to have this problem resolved a.s.a.p. I can be contacted by phone at cell: [protected]. Disgusted, Ms. Patricia Brownlee

I ordered a wheel for my kenmore vacuum. I used the chat support to ensure that I would get the right part. They sent the wrong part. I tried calling and was put on hold for ever. I tried chatting and was told all they could do was help me pay again for the right part. I was told to call a different number to return the original wrong part. They could not help me with the return. Was promised a full refund plus shipping back and directed to the web site. This requires an order number which is not with the part. Part came without an invoice or order number. Cannot find any email confirmation or order number anywhere and no one to help on the phone.

I bought a Whirlpool dishwasher from Sears 8 months ago since then it has had 8 service calls, 5 repairs and 3 where they came out with the wring parts.My dishwasher has now been broken since December 5th. At this time they have agreed to replace the dishwasher which seemed like a good thing...Not so I chose the new dishwasher on December 23rd they finally called me on January 6th and can not install the new dishwasher until January 27th. At this point I would have rather they fixed the old one at least I would have a dishwasher. I have spoken with installation, delivery, customer service, the local store and the compensation department spending hours on hold, being hung up and getting the wrong answers. It appears to me Sears is no longer a reputable company.Buyer Beware!