Menu
Sears Customer Service Phone, Email, Contacts

Sears
reviews & complaints

www.sears.com
www.sears.com

Learn how the rating is calculated

2.3 2934 Reviews

Sears Complaints Summary

944 Resolved
1989 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
Verified
The authenticity of the customer service contact information for Sears has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Sears. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Sears reviews & complaints 2934

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
1 review
Sort by:

Newest Sears reviews & complaints

ComplaintsBoard
D
8:20 pm EST

Sears broken range oven and midnight delivery

Purchased Range and dishwasher on the 10/23/10. delivery was supposed to be between 1:15 and 3:15 pm on 10/27/10. Sears called me twice and cancelled time. They said it was a problem with the deliveries and they kept pushing my delivery back. They finally after serveral phone calls delivered at 12:am in the morning of the 28th. The next day when I tried the oven. the temp. was off by 100 degress. the oven would say 350degress when it would register at 200. I called for service. The service app. was for 11/1/10 Between 12:00 and 4:00pm. At two I called to find out when they where coming for my repair. Sears stated they had to cancell my repair call and would I like to set another app. That was two days lost from work. One for the delivery and one for the repair, that never happened. I went to the store for some kind of answers and the manager of the appliance section (Dennis Brown) told me he called (repairs) and there was noting he could do but wait until the repair department called him back. He stated to me to go home and wait for his call. I'm so upset and feel helpless to do anything for my satisfaction.

Read full review of Sears
Hide full review
ComplaintsBoard
S
4:52 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Sears has left an official reply on this complaint.

Sears horrible service

I will NEVER buy anything from Sears again! After 2 weeks & three attempts to get someone to fix my fridge leak...tech finally showed up & decided there was no problem since he couldn't SEE the leak. (guess the word intermittent was too much for him to understand). I asked him to contact his supervisor & he refused. I asked him to stay while I called Sears and he left. Sears promised another tech would come out later but never showed. I called for an ETA and was told that it would be soon. At 5pm I called again, never having received contact from the 2nd tech, and held for over 20 minutes and never got to speak to anyone. Every time I need ANYTHING from this company it is ALL drama, aggravation, and a great deal of my time wasted. So this morning I just spent 45 minutes on the phone with Sears (4 transfers and 4 times having to confirm my info and repeat my story) to find out that they can not deal with intermittent problems- the leak has to be happening at the time they are there for them to do anything about it which is absurd. To make matters worse there was NO RECORD of the promise that a second technician was going to come to my house yesterday. When I asked for a refund of my warranty plan, I was told that I still have to pay for the service call by the technician who not only did nothing, but left when I asked him to call his supervisor. When I complained about that, the agent HUNG UP ON ME. WHY WHY WHY WHY WHY do I go through this EVERY SINGLE TIME I NEED SERVICE?

Read full review of Sears and 4 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
4 comments
Add a comment
D
D
Diana D.
,
Jun 14, 2008 5:53 pm EDT

I went to the store to buy a grill with my father. When we first looked all the prices were different.When i looked closely the model number of some of the grills were the same but varied by almost fifty dollars. Some of the grills didn't have prices at all. I walked around the whole store for an associate but there was no one. I went to the front desk where a lady was on the phone and after she was done i asked if she could help me and she didn't say anything to me and picked up another cal. As she was on the phone she just kept looking at me. At this point i was very agitated. There was a girl next to her who i asked for help and she said she couldn't help me, although i had the model number in my hand. The lady who was on the phone then told her about the model number. Their conversation some how moved to who was going to stay at the front desk, leaving me to cut their conversation and ask if someone could help me. The girl told me that i should go get the number from the back of the grill. I had no idea where the number was and was mad that she had the audacity to tell me to go get the number.They sent a guy to help us who then left us and said he would be right back, that he had to get something.We waited for mover ten minutes so i then went back to the front desk where she sent another guy. At that point the guy who was supposed to help us then came. When we asked about the prices they weren't sure themselves. When asked to speak to the manager about a price, the manager was called and over the phone he said there was nothing he could do. At this point i was in the store for more than an hour and i expected to SEE a manager. This made me very angry, since the manager was so lazy that he didn't come to see what hte problem was and help out. The grill we wanted didnt have the right size grill cover. We asked where the grill covers were and just pointed the way. I expected to be shown the product since we were at the front of the store and the product was at the back, not visible at the front... obviously. We ended up going with another grill. The sticker on it said 449.9. Then there was a sign that said 329.99. At the counter there were about ten people in front of us with only one cashier open.We argued about the price at the cashier counter. Eventually she gave it to us because i showed her that the model number was the same and the sign wasn't expired. Altogether my experience was horrible. I don't even know how i had the patience to actually buy something.

S
S
Sandy1887
, US
Jun 14, 2010 5:28 pm EDT

I'll never use Sears Repair Service again. I took off work to get an oven fixed for the proverbial 1-5:oo service call. Well, here it is 6:20 pm and no service person. When I call Sears, I'm told either that I just have to wait for him (he's running behind, and if it's 9:00 pm tonight, so be it) - or that they can reschedule me in a month - or that they cannot reschedule me because "this has been assigned to a technician already". What story I get depends on who I speak with. What amazing rudeness. I'll never buy another appliance or get repairs from Sears again!

A
A
AnellaST
Wailuku, US
Oct 25, 2011 10:09 pm EDT

Horrible Horrible Service from sears! Sharp Aquos TV!
Bought a sharp Aquos in 2010 it was supposed be the top of the line in televisions at the time. I must say that the picture quality and over all look of the television was really nice but in only lasted about 8 months before one of the pixels were black right in the middle of the screen. Shortly after that the TV will not even turn on, no power, lights, picture, nothing! To top it off, the reason we bought this from SEARS was because of the ability to purchase an extended warranty. We purchased the 3 year warranty and wouldn't you know it when I called to schedule an appointment they could not find my warranty info. even with my receipt right in front of me, they kept saying it was expired! 3 year warranty for $400 expired in 8 months! Well needless to say it was the most horrible customer service I have ever experienced. After speaking with someone with limited english profiency somewhere in Arizona I was transfered back to a different service specialist in Florida only to tell me yet again that they cannot find my information. I was then transfered back and forth 6 more times to various people in different parts of the US who had different info. from the previous, each of whom I gave the exact same info. each time! ...name, address, phone #, reciept # etc. etc. etc...Finally after 45 mins. of my life wasted on the phone...an appointment, Horaay! ...NOT! I still have to wait for the part to arrive in 1 wk and then for a tech to come out between 8 and 5 pm! Thank you to the sears service department for losing another customer, I will never buy another appliance from SEARS!

W
W
Walman
, US
Dec 18, 2011 5:17 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I will not comment on Sears but as a maintenance person myself I would like to say that when I am given an intermittent problem to fix, I cannot fix it until I know what the problem is, where it is, and how often it occurs. If there is a leak, where did you see it leaking? Did you clean up all the evidence so that I will have no way to trace it's source? These are things you need to keep in mind. If you had a good repairman he should have explained these things to you.

ComplaintsBoard
A
1:28 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears poor quality and warranty policy

Following letter details complaint. Head office sent it back to call centre who offered $50. Refused this and asked to speak to someone in authority on 24 Nov. To date, no response. Can only conclude that Sears Canada does not take customer service seriously and would recommend avoid buying appliances from Sears.
--------Date: 9 November 2011
Calvin McDonald
President and CEO
Sears Canada Inc. Headquarters
290 Yonge St., Suite 700
Toronto ON M5B 2C3
Dear Mr. McDonald:
My apologies for writing to you directly with what may appear to be a minor customer service issue.
However, the inability to date of your customer service staff to get back to me on a timely basis and address the issue led me to believe that a letter to you, that could be directed to the appropriate executive, may be more effective.
Our issue is the following. We purchased a Kenmore Elite bottom freezer 10 November 2009 (Model [protected], Serial Number MRSS12126), both for the features as well as the high reliability highlighted in consumer reports.
However, in less than two years of owning the fridge, the door seals went and one of the storage bins broke. Our kids are older and are not rough on the fridge, and we can only conclude that there may have been a design or manufacturing flaw that would lead to such a result. While I know formally speaking, there is only a one year warranty on such parts, I would expect them to last longer on again what we perceived to be a premium product of high reliability.
In any case, we had this fixed (your technician was timely, courteous and did a good job on October 27th – Service Order [protected]). Subsequent to that we contacted your Customer Service by email that day, to note that we were not happy that such a repair had been necessary, and that we thought Sears should cover the cost of the parts ($275.97 plus HST); we would cover the labour costs in the spirit of compromise ($191.98 plus HST).
Customer service sent us the standard automated response message and promised a reply within 3 working days. To date nothing has been received. Today, I called your Customer Service number and discovered that they do not have access to the email complaints, so I repeated myself and she was unable to do anything, likely given company policies.
As you can imagine, this leaves us with a sour experience both in the product and the service, one that will influence future purchases and advice we give family and friends. I would appreciate any attention the appropriate member of your executive team to devote to addressing this complaint and providing a solution agreeable to both of us.
One other point I flagged in my original complaint was more as an observation to help you provide quicker customer service. The new checkout process involving a Playbook, Blackberry and printer took your technician 15-20 minutes to process, given he had not yet been equipped with a card swiper. As someone used to the 1-2 minute checkout procedure at Apple stores (the gold standard), you may wish to revisit the procedure as over the course of the day you may be losing the potential for one additional service call, and reduced hanging around time for customers while the lengthy process is executed.
I look forward to hearing from one of your colleagues by phone or email (your corporate site, understandably, seems designed to insulate the executive team, hence this snail mail letter).
Thank you in advance,

Sincerely,
Andrew Griffith

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
D
D
dia3766
, BJ
Dec 18, 2011 3:09 pm EST

i agree that the parts should last longer than it did, but you knew there was only a one year warranty not sure why you think they should cover parts after the one year, hope you can resolve your issues with it

ComplaintsBoard
L
6:17 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears not available for three months

Ordered a table in November to arrive on December 9th. Showed up as "in stock". Still calling to see if it had arrived on Deceber 17th and claimed it was on its way. Suddenly shows up as "arriving in March" a week before Christmas. Too late to get another give to the recipient. Unbelievable - talking to someone overseeas who claims that it is the manufacturer. But they have my e-mail and my phone number and no notice. Too late to possibly get a Christmas gift. This was a major gift. Will never trust Sears again.

Read full review of Sears
Hide full review
ComplaintsBoard
J
6:31 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears bad products, bad service

I purchased a Sear Elite Dishwasher 12.5 months ago. I bought in store and have a 12 month warranty, online 24 months? The machine stopped working after 2 months, repairman scheduled visit 7-10 days, part 6 weeks - was told these machines keep in a job? 2 weeks after warranty ran out the same problem, I have to pay for repair and go without a dishwasher over the holidays. Sears rejected my product review, has not called back and basically does not want to know me. I will never deal with them again and despite the high cost I may just have this 1 year old machine removed and get a model that works from a retailer that supports the product. I thought when I shopped at Sears they sold solid goods and backed there sales - this is NOT true. Stay away from Sears I will.

Read full review of Sears
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
P
10:49 pm EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Sears has left an official reply on this complaint.

Sears missing item in delivered product

I placed an order on 3rd October, 2.5 months ago. This was for a 4-piece dining set I received 4 packages at my address in UK. 3 benches and 1 dining table. After opening all the packages and trying to assemble the products I noticed an item for one of the benches is missing hence I can't assemble the 3rd bench.

Since then I have tried to get sears to get this piece from vendor and send it to me(its only a small wooden piece identified in the installation leaflet for the bench supplied by supplier).I have called many times, also have emailed them many times, they don't provide any number for their management team and the customer service doesn't care at all. I am kept on the phone for 30-45 minutes each time and they say they will sort it out each time, also all emails i sent is responded by: our management case team is investigating this and will reply in 3-5 working days but this has never been done, this 3-5 days is now well passed and I still have not got any answer. this is really bad and i cant do anything and am totally frustrated. nobody answers, this is embarrassing that companies like this could continue their fraud act of business so freely and with nobody answering the customers.

Read full review of Sears and 2 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
2 comments
Add a comment
V
V
Victim of Sears
, TR
Feb 27, 2014 3:41 am EST

I wish I checked this board before placing an order with them. Good luck to you and other sears international victims.

View 0 more photos
K
K
Kevin Bloxom
Seaford, US
Nov 21, 2013 8:56 pm EST

Sears International is simply a scam. There is no way to actually reach them, they respond with the same form email that simply send you in circles and you can NEVER NEVER EVER REACH A HUMAN BEING. They simply suck in service and they WILL STEAL YOUR MONEY. DO NOT, I REPEAT DO NOT EVER DO BUSINESS WITH SEARS INTERNATIONAL NOR SEARS PERIOD.

ComplaintsBoard
R
10:38 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears parts prices

Kenmore Side by Side Refrigerator Model #106.[protected] bought in 2009 for around $550 to $600 and an little over a year later the dispenser housing that the arm hooks to that you push on to get ice broke. I checked online for the housing and found that it had been discontinued by Sears. I called Sears and asked about the part and they told me that the part was a part of the door and you have to order a new door. I told them that it wasn't true because it was held on by 4 screws and could easily be taken off and replaced. He told me that the only way to get the part was to buy the entire door. I asked for the price of the new door and they quoted me $537+. Sears took it upon themselves to discontinue a $40 or $50 part so they could charge the consumer almost the price of a new refrigerator for one part. I will no longer do business with a company that rips their customers, claiming to have high quality appliances, and that you have to pay the price of a new appliance just for a part. This statement is proven by discontinuing a low dollar part and requiring consumer to purchase high dollar part.

Read full review of Sears and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
J
J
jdc57
Austin, US
Dec 12, 2011 12:44 am EST
Verified customer This comment was posted by a verified customer. Learn more

Check the label inside of your frig~It may say Kenmore but you can bet it was made by someone else.After you find the manuf.Google parts~j

ComplaintsBoard
D
2:14 pm EST

Sears unfair business practice, deception, fraudulent practice

Sears installed a central Air Condition and Heating unit for $11, 000.00..on May 17, 2010. Sears contracted the installation. The job was so poorly done with wires hanging from the attic, old parts used from the old unit, trash left in the attic, ducts were not changed, new vents were not installed and air leaking pipes were taped on the inside unit. Asa Hoffman and Daren Black and Shakell Malik were notified. Another contractor was sent out to correct the installation. The first week in June the unit stoped working for three days before Mr. Hoffman replaced the thermostat in Houston's hot weather. Also wires installed on the outside unit. June 25 the unit stopped working for four days before Sears sent the contractor to repair. Another thermostat installed. July 04, the unit stopped working for four days Shakeel Malik called. He stated Sears didn't have emergency service. Thermostat replaced once again. August 13, unit stopped working for two days and thermostat replaced. August 21, unit stopped working for two days Asa Hoffman called no answer. September 6, unit stopped working for three days. The unit stops working for at least two hours a day. September 9, thermostat replaced unit still didn't work. September 10, new thermostat replaced, electric out side panel replaced, rewired furnance to outside unit. The unit will not work on the set temp. AIR SIMPLICITY is the service company [protected]. We have asked Sears to get this unit out of my home since May when the original problems happened and return all the money paid on it. Asa hoffman and Daren Black refuse. Compensation was promised but not provided. The old air unit I owned worked. We do not want this unit going into the winter months. We are not sure that the heating unit will work. This air unit will stop at any time. Sear didn't at any time send an inspector out.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
T
T
TOTAL DISGUST
Cranston, US
Jan 06, 2012 8:58 pm EST
Verified customer This comment was posted by a verified customer. Learn more

WOW... Exactly similar ...but our problem is still ongoing with Sears. I have complained to the State House Board of Contractors, Ordered a new AC/replacement system in February 2011. Have had a change of contractors, wrong equipment sent, pipework not connected, electrical surges, cracked ceilings, many many missed appointments, our home left insecure by contractors. City inspector ...well I know him on a first name basis now having had at least 4 visits. Promised a "project manager" to guide you through the job at every stage...Well he must have been the invisible man...never heard from him or seen since. One Manager came from Sears and we supplied him with duck tape!
NO AC ALL SUMMER (the warmest for100 years) Job said to have been competed on the 9th DECEMBER 2011 '''still do not know if the AC works!"
This week a manager from Sears said we should have purchased 2 window units during the summer which we could have claimed back the money from Sears! That just about says it all. They have offered just above $300 dollars off the job based on the fact that ' an average AC system should last for 20 years ..so Mr and Mrs customer... break that down, , , , the cost of the job divided by years and then down to a weekly rate ... multiply this by 39 weeks without AC and heating in that side of the house and there you have it ...Their total offer of compensation! I don't think so, what an insult

ComplaintsBoard
B
9:41 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears restocking fee

Purchased a blu ray at Sears on a Monday and returned it Wednesday, just 2 days later. Although no metion of the return policy or any stocking fees was mentioned at the point of sale, I was charged a 20% restocking fee and was charged tax on top of that! Sre the return policy and info is printed on the back of the receipt but that is AFTER purchase. Shame on SEARS for failing to advise on that while they're trying to get you into a service agreement when you buy! Been a loyal customer since 1971 and will not buy another thing from SEARS again!

Read full review of Sears and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
M
M
moonpies
fw, US
Dec 07, 2011 10:02 pm EST
Verified customer This comment was posted by a verified customer. Learn more

a lot of companies charge a restocking fee for electronics. If you are going to boycott Sears simply for that reason, you need not chop at Target or Best Buy either, to name a few.

The main reason for the fee is because so many people buy electronics, such as cameras, with no intention of keeping them. Instead they buy them for special events like vacations, and then return them when they get home.

Not o say you did that, but blame your fellow man for the fee.

ComplaintsBoard
J
6:11 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears nightmare with schedule and very bad workmanship

very bad experience across the board, no time line in sight to finish the job, there is no set work schedule, workmanship is below grade, very poor, leave messes behind, damage your property and leave without telling you! if you try to show their mistakes, they starts excuses like the hack job contractors! You'll spend a lot of money with them just to buy worries, uncertainty. Sears is just another dirty and mean contractor company. If you see a high pressure salesman from sears, run the other way!

Read full review of Sears
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
F
11:05 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears portable dishwasher

We purchased a GE portable dishwasher from Sears in Dartmouth in Feb 2011 and it flooded the kitchen after about three uses. After waiting two weeks for a tech, we were given the most outrageous reasons including using too much detergent, too much rinse agent, rinsing the dishes off before loading, NOT rinsing the dishes before loading.

Since then, we've had four calls and three different techs, none of whom know what's wrong and they don't care. I'm told that Sears has fired a lot of mid managers and service reps so its no wonder service is poor and slow.

We are now awaiting a visit from a tech who has to confirm that the unit is beyond repair before Sears will replace it. That means we've been without the machine for two months waiting for servicemen. I'll have to get the flooring people in to see if the flooding episodes have damaged the sub-floor.

The last call lasted 24 minutes while I was continually asking if I minded waiting. I suspect the call taker was talking to other customers during those intervals.

Do not buy anything from Sear that has moving parts - my ride on mower need a new battery after about 5 hours of use!

Read full review of Sears
Hide full review
ComplaintsBoard
L
8:53 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears missed repair appointment

I have a dishwasher that I bought from Sears seven years ago. It broke and I called Sears for help as they have always been good before. They convinced me to buy a service protection plan and told me they could come out almost two weeks later. I figured it was worth the wait and so I scheduled the appointment. I took today off of work. However, when I got home last night, I found out that Sears had come yesterday instead. When I called Sears, they repeatedly told me that it was not their fault, that they would be happy to have someone come out on the 12th (almost a month after my original call) and that if I wasn't happy with that, I could certainly cancel my service contract with them. I am so angry. I am a teacher. I have limited time I can take off. I had to arrange a sub. Tney have been rude, unhelpful, and completely unwilling to rectify their mistake. I will never buy a Sears service contract again. Why would anyone. What kind of service is that, that you have to wait weeks for them to show up and then they miss their appointment, and then it's all, "Oh, well, there's nothing we can do." Where is Sears' customer service? It's no wonder the company is struggling. There is no pride in the brand and no appreciation for customer loyalty and no responsibility for their mistakes. I am disgusted.

Read full review of Sears
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
E
6:02 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears reconditioned (new) elliptical broken and they can't (or won't) fix it.

Letter to CEO sums it up...

Dear Mr. D’Ambrosio,

Five weeks ago I purchased a Sole E35 elliptical machine from the searsoutlet.com website. I made this purchase based on three factors: price, location and condition. The elliptical was shown at a good price and in my area – only a short drive away. The condition of Reconditioned(New) was the most influential factor in my purchase decision. According to the searsoutlet.com website, Reconditioned(New) is described on the website as follows:
This can be new product still in box, or new product out of box that was returned. Product has never been installed in a customer's home, and may have some cosmetic damage. New product warranty still applies.

I picked up the elliptical from the store in Joliet, IL the same day that I purchased it online. It was loaded into my truck and I left. I got it home and into the house and immediately wanted to try it out. That is when I noticed several things wrong with it most notably that the power incline didn’t work. I found the contact for customer support on the searsoutlet.com website and sent an email outlining my concerns. After several attempts to find my order information, they responded with an appointment for a service tech to come repair the machine.

The first tech arrived a week after I picked it up. He was reluctant to do anything saying, “It’s a lot of work.” I urged him to see what he could do. He looked over my issues with the machine and made a list of parts that needed to be ordered and left.

It took two weeks before all of the parts arrived and another service appointment was scheduled. I requested a different tech since the first one seemed uneager to do his job. The second tech was very helpful. In fact, he recognized this exact machine from the Joliet store that he tried to fix six times. He spent a little bit of time on it replacing a part that he was unable to get while the machine was at the store. But in the end, he was unable to get it to work. In his notes on the repair receipt, he wrote: “Unit should not have been sold. 6x attempts at store to repair. Unit should be replaced.”

I sent a follow up email to the same contact as earlier and relayed what the tech had said and that I wanted the elliptical to be replaced. They responded saying that I should take it back to an outlet store to pick out a different machine. I’m not willing to do for a couple of reasons: 1) this elliptical is 200+ pounds it requires several people to move it around. It took 4 guys including myself to get it into my truck. I cannot just toss it into my car and bring it back to the store. 2) I bought a Sole E35 based on reviews of this and other machines. To pick out a lesser quality machine is not an option.

Since it is still under warranty I emailed back saying that I wanted this machine to be fixed or replaced with the same model. The scheduled another service appointment for a week later.

When that technician arrived, it was the same tech as the first time that came the first time and said, “It was a lot of work.” He said that he cannot fix the machine and it should be returned.

After that, I called the 800 from the email contact and was transferred around for a while and finally ended up at the store where I picked it up. They want me to bring it back to them for a refund. Again, I'm not willing to do that because it was sold as Reconditioned(new) and has a warranty. I bought it sight unseen on the searsoutlet.com website based on the reported condition of the machine. I want it to be fixed, which the technicians says is not possible, or replaced. I should not have to pay for a new machine to get one that works, when I was sold a machine that was supposed to be working.

I talked to Dan - Home Improvement Manager - at the Joliet, IL store. He wants me to bring it back to them for a refund. He compared my purchase to that of a used car. This is very insulting! When you purchase a used car, you know you're buying a used car, because it is advertised as such. When you purchase something that is Reconditioned(New), you expect it to work! He also said "I would never sell something that I know to be defective." This is a lie! Here's why: 1) One of the technicians that came to my house to fix it was the same technician that tried 6 times to fix it in the store. The technician put in his notes "Unit should not have been sold. 6x attempts at store to repair. Unit should be replaced." 2) There are 3 clearance tags on the unit all stacked on top of each other. The top tag shows the price I paid for the unit. When I peel that tag off to reveal the one below it, it shows "incline not working." These tags also state the machine is "Used" which is not the condition that was disclosed on the website.

While dealing with this issue, I have seen numerous reports on the Internet of similar situations of deception and selling of broken merchandise. This is very disturbing to me, as I have always had good service from Sears. In the past, I have purchased large appliances, large toolboxes, a professional power tools, handheld power tools, hand tools and I have 3 Diehard batteries in my boat all from Sears. I’m currently in the market for a larger French door style refrigerator and this experience will definitely make me re-think where I make that purchase.

Read full review of Sears
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
K
12:49 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears washer f1 error code

I have been experiencing the very common F1 error code on my Kenmore Elite Washer, 110.[protected], for a couple of months. I've been researching the problem for a few weeks and what I've found is very disturbing. There is a recall for Serial numbers up through CTxxxxxx but the problem is very common through at least serial numbers starting with CUxxx. Unfortunately, I have the CU model, specifically CU1570340. There are hundreds of complaints, possible DIY solutions, which I've tried, and many people that are frustrated with the recall status. The issue is a failed circuit board, one that costs nearly $300 with the service ticket, nearly half of the cost of a new washer. As proof that the problem persists through additional models, my units circuit board number has been replaced with a new model, an upgrade to fix a known issue, from the failed W10112113 to W10189966. My board is also present in other units for which I believe a recall is available. Now, I'm a bit frustrated. I've been a long time Sears fan, from several Kenmore Washers, Dryers, and Sears Grills. This kind of abandonment is unacceptable. I've determined that I've spent nearly over $200 a year for my washer (amortized value), and I would probably be better off buying a new one rather than paying an additional $300 for the service call. In the end, I would like Sears to stand by their product, offer the parts necessary to fix obvious design flaws. Something this expensive should not fail in just a few years, and they shouldn't be failing all over the country...builder grade products have lasted me longer. I am very disappointed in the responses I've received. Sure, they've been polite, but they haven't addressed the issue.

Forget the Kitchen upgrade, that will be going overseas.

Read full review of Sears
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
B
5:10 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears wrongful termination

I am writing this because I truly feel I was wrongfully terminated by sears holdings corp. at the KMart store in Dover, NJ. I am a warm-hearted, caring, helpful, reliable person who loves children, animals, plants and flowers and just about every living thing. I have an appreciation, love and respect for all of nature and always have. On Friday September 30, 2011 I was terminated from KMart by their "security" company for rescuing some plants from the trash. They were thrown away and not wanted, and being the person I am I rescued them.
Without ANY permission or approval of any kind from any of the managers, I was hauled into
the office, forced to write things against my will that made me look and feel like a criminal, before they would even listen to my side of the story, and then they "verbally forced" a manager to fire me who DID NOT WANT TO FIRE ME and made it perfectly clear. Yet, this security company that KMart in Dover employs had the "sole" power to fire me against the will of the managers and I didn't even get to tell them my side of the story. Anthony White, Clive, Michael Cowe (I don't know the spelling, but it's pronounced "cow"). They considered it stealing that I rescued the plants from the trash and said it was against company policy. I never knew that because they never told me that or even gave me a copy of the policies or a handbook. If I knew that, I never would have done that. I offered to pay the $66.51 for them but, they wouldn't allow me to. I rescued those plants the same way I would have rescued any living thing from the trash, whether it was a baby, an animal or a plant. To me it's still a living thing as any true plant lover can attest to. I like my job there and I appreciate the managers there but they had absolutely NO SAY as to whether or not I was fired and I wasn't even allowed to talk to them to tell them my side! What kind of tyranny is this?! Thank you.

Read full review of Sears and 4 comments
Hide full review
4 comments
Add a comment
A
A
ashestoashes80
, US
Jun 28, 2014 10:50 am EDT

They still should've let her explain and pay if she was willing!

D
D
DSgamby
Thunder Bay, CA
Nov 23, 2011 8:12 pm EST
Verified customer This comment was posted by a verified customer. Learn more

When you say "rescued", you really mean, you took them home without paying for them.
You are not allowed to do this. Once they are not available to be sold to the public, and they are either thrown out or put in where damaged items go depending on the item and store policy.
It is against store policy and it is stealing which is a fire-able offense.

M
M
Mrknowitall
Philadelphia, US
Nov 23, 2011 6:07 pm EST

If you can't figure it out yourself then you are not smart enough to work there

M
M
moonpies
fw, US
Nov 23, 2011 5:25 pm EST
Verified customer This comment was posted by a verified customer. Learn more

they are probably concerned about what other items you are going to "rescue" from the store.

ComplaintsBoard
M
3:21 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears service

On July 18, 2008 I purchased a craftsman 42" professional series lawn tractor. In May 2011 I noticed the front tires were out of alignment. I called to set up an appointment. On May 18 a technician came and said he did not have all the parts to fix my mower and he would have to order them. He said it would take 10 days for the parts to come in. On may 30 I called to find out the status of the parts order and was told the parts were on back order and they wouldn't ship until June 1st. I was not contacted about this. If I wouldn't have made the phone call I wouldn't have known. I was cleaning out the garage and moved the tractor when the front axle completely broke in half! I immediately called to have the broken axle added to the work order. They assured me that when the technician came out he would be able to fix the mower. On June 23 the technician came out and said he didn't have an axle and he would have to order the part. It took a total of 43 days for the mower to be fixed. Now here it is November 2011 and my front wheels are out of alignment again. On November 1 a service technician came out to my home and said the reason the tires where out of alignment is because I hit something. My wife was home and she said nothing was hit. The technician proceeded to get in an argument with her and left. I called and complained and was connected to corporate - David Williams. I said this was unacceptable and nothing was hit. Another technician came out on November 10. He also sated that something was hit. I tried to call David Williams back but every time you call it goes straight to voicemail. I finally reached him and he said Sears was not going to fix the mower even though I have an in-home warranty. Now I have a useless lawnmower sitting in my garage. Please, whatever you do, do not buy a Craftsman lawn tractor. Even if it is a professional grade! I have included pictures of the broken tractor from the first time. I will never shop at Sears again for anything!

Read full review of Sears
View 0 more photos
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
ComplaintsBoard
R
6:03 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Sears has left an official reply on this complaint.

Sears stay away from these place

I have a Sears Oasis hp washer, which is about i 1/2 years old I paid 800.00 dollars. The control panel had malfunctioned and I called Sears and complained. I was told That I could pay for a service visit, which will cost me over 200.00 dollars. I complained about the age of the washer and was told that the're sorry, I would have to pay the price of the service on a washer barley over a year old.A cost of 25% of the washer. A fine way to treat a senior citizen once you get their money, and they expect as a consumer to be treated fairly. Even a discounted service would have been fair for the age of the washer. But they already got my money, so why should they.

Read full review of Sears
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
J
10:48 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears double charged

Julio j bautista mastercard 0117
I'm disputed a double charge on bj's wholesale club $59x2=118 and best buy as $75x2=150.20. I'm very disappointed of this error which cause to be over the limited, I had been charged for what I hadn't signed. Bj's wholesale club total amount $59 and best buy total amount $75.10.

Read full review of Sears
View 0 more photos
Update by Julio80
Nov 17, 2011 4:20 am EST

They dropped thecharges

Hide full review
ComplaintsBoard
M
12:20 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Sears has left an official reply on this complaint.

Sears poor customer service

I too am very disappointed with Sears. I purchased a Kenmore refrigerator in August. The fridge was in the clearance section but I was told it was brand new and that the previous purchaser decided against the purchase and returned it. In fact all of the packing material was till on the unit. When I received the fridge, the icemaker didn't work. I called Sears and 6 service calls, at least 12 hours on the phone, 8 hours of missed work, 3 new icemakers, 1 main circuit board, and two damaged freezer doors later I still didn't have ice. Half way through the process I tried to exchange the fridge for an identical unit, I was told I would have to pay an additional $400 to get the same brand new fridge I had. As my 90 day return period was nearing the end, I called Sears to have them take it back. They came and got the fridge. 4 days later I called about my refund and was told it will take 7-10 days to get my refund and that if it didn't show up I would need to go to the store and have a sales person submit a help ticket. This is why I Sears has lost my business, along with anyone else I can persuade.

Read full review of Sears
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
ComplaintsBoard
O
4:15 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Sears has left an official reply on this complaint.

Sears rust and peeling enamel

I have a kenmore elite washing machine that is only 3 years old. The inside of the washing machine is rusting and the enamel is peeling off. The 1 year warranty is expired . Has anyone else experienced this . What can I do to resolve this issue.

Read full review of Sears and 42 comments
Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

Hide full review
42 comments
Add a comment
M
M
MsKStyles_00
, US
Dec 12, 2021 5:47 pm EST

I was told several years ago by the repair man when this machine was still under warranty that it would cost $700 to replace

View 0 more photos
J
J
Janye
Madison, Wisconsin, US
Jun 25, 2021 3:40 pm EDT

I had the lid of my Kenmore Elite Washing Machine replaced but the bleach dispenser area is all rusty, too. Don't they replace that part?

T
T
TwilaMH
, US
Nov 04, 2018 6:42 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I am having the same issue with my washer at the bleach dispenser and should have reported it long ago as I bought my machine in 2011. It began probably three to four years after purchase, and I too, and did report it as I should have. Now I finally find this and Sears is going out of business...
first photo Nov 2016, and since it has gotten worse even though I keep it open always

View 0 more photos
T
T
TraceySapp1026
, US
Sep 18, 2018 8:15 am EDT

Hi My name is Tracey Sapp and I have a set of blue Kenmore Elite washer and dryer set that rusted as well around the bleach dispenser. I am first of all disappointed that when this first began, I reached out to my local Sears and they implied I was at fought; therefore, I did not pursue the matter. The only reason I found your complaints or should I say concerns is because I am shopping for a new washer and dryer set and I am very interested in buying another set of Kenmores because in the past they have always been such faithful products. Needless to say, after having read these posts, I am very concerned I have been cheated. At this point, my bleach dispenser has fallen in due to being overtaken by the RUST (ugh). Oh how I wished Sears had been honest and repaired the piece, because I have truly no other real complaints of my set.

V
V
Val Wong
, US
Jul 09, 2018 1:49 am EDT

Kenmore Oasis QuietPak 2
Model: 110.[protected]
Serial Number: CY5070722
Type: 581

Rusting lid, around the edges and under the rim near to the drum is peeling rust.
Complained and had no response.
Waiting for the machine to stop functioning before purchasing another brand.
I bought Kenmore because we replaced a 20+ year old Kenmore washer.
The Oasis was rusting within a year and after the 90 days.

Val Wong.

C
C
Cali11
, US
Jun 06, 2017 12:42 pm EDT

I am having the same issues with rust. My washer was purchased in 2013. Not only does it have rust, but I can't seem to get rid of a foul odor it emits. On top of that, if leaves black speckles...I believe it's mold. I have taken the washer apart, washed every last part including the inside and outside of the tub, etc. and it still leaves black chips of mold on the clothes. Lastly, it has begun vibrating and making loud sounds during the spin cycle. Sears Repair Service is worthless. It took them 3 weeks to get a technician to my house and then he didn't know what he was doing. He did a software upgrade (as part of the recall) but then when the software update didn't fix it, he said that I would have to pay out of pocket to fix the vibrating problem - that it was likely the motor that would cost upwards of $500. I told him I could buy a new washer for that price. He then tried to sell me an extended warranty for $149. I told him I needed to do some research on this (I planned on calling my dad who is a retired Sears Service Tech but doesn't live nearby). He then had the nerve to say that if I didn't purchase the warranty today, he wouldn't get paid the commission. I almost threw him out on his ***. I told him that it's no wonder Sears is going out of business.

K
K
Karell
, US
Jun 04, 2017 9:50 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi, my name is Karell, I bought a Kenmore Elite washer about 5 years ago. My washer started to rust out about a year after I purchased it. I didn't know what to do about it I did have a recall on this washer, an issue with the spin cycle . I'm including pictures with this email, they say they don't make things the way they use to, how I agree with that!
I'm tempted to call the media on this matter, it's ridiculous this is happening and no one is putting it out there for other consumers!
Thank you, Karell

View 0 more photos
M
M
Mieche Walker
, US
May 06, 2017 5:15 pm EDT

Kenmore Elite washer: complained about rust 1st year. Technician came out and said it was moisture. However, the only rust shows up around bleach dispenser. You wonder why Sears is going out of business. No integrity. Sears of yesteryear would have taken care of its customers. I even purchased the extended warranty like a fool.

JulesG
JulesG
, US
Mar 22, 2017 8:55 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I've had my Kenmore Oasis Elite HE for eight years now the first year the rust started. The tech said they had problems with rust with these machines.
I was not covered for rust.
The machine is a great machine when it works.
I've had this machine probably rebuilt four times. Thank God I kept up the insurance.
The rust is so bad that I have big flakes of chipped paint in my machine drum as well as in my slop sink.
I take very good care of my washing machine I leave it open when it's not in use I dry it off after I use it. Especially with hot water.
I will never buy from Sears again.
It is so funny today I saw Sears is having financial trouble.
Let's see how many stores they will be closing.
~KaRmA~
Ha ha,
Julie

O
O
OB-Sarah Cleere
, US
Aug 12, 2016 9:12 am EDT

We have a Kenmore washing machine ( model # 110.[protected]/ serial # C21031215) that we bought in 2012. The under side of the door at the hinged end is rusting and paint is bubbling up. This is also happening on the top lift back corner of the top and under the rim edge, With that being sad we are very displeased with the workmanship of this product. My wife takes very good care of these machines and does not use any harsh cleaners in or on these machines.
We are a long time Sears customer and have bought many Kenmore & Craftsman products from Sears and have been very well pleased, but this is unacceptable.
My question, after see all of the other reviews of same thing happening to other customers, and I do understand that we do not have an extended warranty on this machine, where do we go from here?
O. B. & Sarah Cleere Email obsacleere@hotmail.com / phone # [protected]

View 0 more photos
J
J
1Jaybird
, US
Apr 02, 2017 7:20 pm EDT

We bought our [protected] Kenmore in 2010 and are replacing it tomorrow at 7 years, total spin and electronic failures. Yes, rust is also apparent on ours as in the pictures shown. It worked great, small family then just two of us, no hard work for this washer compared to most. Prior Kenmores, we have has a few, all went 12 years or more to failure... sorry, no more Kenmores. Even a cheap Hotpoint bargain special went 10 years in our rental condo before failing... sad for Sears, once a great company.

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Sears customer service

Phone numbers

+1 (847) 286-2500 +1 (800) 665-2127 More phone numbers

Website

www.sears.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Sears?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Sears Customer Service. Initial Sears complaints should be directed to their team directly. You can find contact details for Sears above.

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

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