Sears
reviews and complaints

I paid double the minimum payment and still got a huge finance charge! This must be illegal. Can someone answer as to when Omama's credit card ant rip-off legislation goes into effect and who is fighting Sears on this incredibly terrible business practice. I will never buy from them again once I get this card paid off. Never.

I use my Sears Master Card for all small purchases (under $500.00). I am in Leesburg, FL visiting family and am scheduled to fly back to New York tomorrow at 11:40 am from Orlando. I have reserved a car at Budget in Leesburg and arrived to pick it up at 12:00 noon.

My Master Card was rejected because I did not have at least $200.00 credit available (my fault for not check the available credit earlier. I assumed I had at least that much.) I did have $184.00 avaiable credit.

I called the 800 number on the back of the Sears Master Card and made a payment from my checking account for $200.00. I asked the gentleman on the other end of the line if he could expedite the payment so that it would post immediately. I explained the situation to him. He said that the $200.00 payment would post right away and that I should have no problem renting the car.

That did not happen. The computer at Budget again rejected my card. I left to have lunch. I then went back to my father's home and called the number on the back of the Sears credit card. This time I was told it would take 24-48 hours for my payment to be posted to the account.

I told this person what the first person had said to me about the payment being expedited and posting "right away." This second person informed me that Person #1 should never have said that to me. I asked if anything could be done to post this payment now. She said nothing could be done. I then asked to speak to a supervisor.

The supervisor reiterated that nothing could be done to expedite the posting of the payment. I asked that if I went into the local Sears store and paid $100.00 cash on the account - would that cash payment post immediately? He responded in the negative. He stated that only debits to the account (purchases) are posted immediately.

I asked if there was anything that could be done to credit the account with only $16.00 to bring the credit available up to $200.00. He said he would ask the computer for a credit increase. The computer rejected the request. I ONLY NEED $16.00 CREDIT. I have paid my bills on time. I cannot believe that there is nothing that Sears could do to help me out of this $16.00 bind, given my payment history.

Why is this so difficult?

Robert Memmoli
Account: [protected]

I have had the worst customer service experience the Sears Rockaway NJ store. Actually this is the second issue regarding the same product; a 30” slide in range that costs 1500.00. The first issue was at the time of purchase on 2/10/2008, and the second when it was SUPPOSED to be delivered and installed 3/1/2008.

The purchase of the range took 3 trips to Sears to complete the transaction due to the fact that the sales associate and her manager could not correctly figure out if the range was hard wired or required a cable, then could not determine if the cable and a mounting bracket were included or not. I left the store and contacted the Sears National parts service center and found out the details; and was informed that a cable was required and should be ordered at the time the range was to ensure the installation could be complete. I then went back to the store later on 2/10/2008 and the sales associate informed me that the cable was included and I would not need to order it separately so we completed the transaction and I was given an extra $50.00 off of the purchase price of the range for my trouble. The sales associate also noted in the delivery instructions that, “the installer was to pick up the unit at distribution center 8714, and take away old unit.” The next day the sales associate phoned me at home to advise me that I needed to have the cable and should go to Home Depot to get it. So I did.

The second issue arose on 3/1/2008 over 3 weeks later at the time the range was to be delivered and installed. As per the process the Sears installation vendor (NOT Sears as I later learned) phoned within 48 hours of the purchase and we arranged the install for 3/1/ 2008. On Friday 2/29/2008 they confirmed that they would be at my location between 9am and 1pm. They arrived after 12 noon and asked me where the range was? I advised them that it was to be delivered at the time of installation and that I would show them my receipt. I was informed that it didn’t matter because they didn’t have it and there was nothing they could do. I requested that they wait while I call Sears and they jumped into their truck and left. I contacted Sears in Rockaway and the appliance manager and sales associate advised me that there was nothing they could do so I requested to speak with the store manager who was too busy to talk with me and never bothered to return the two messages I left. I advised them of the importance of getting this done today due to the fact that I had furniture moved the old range de-installed cleaned and ready for haul away, and basically my house turned upside down to ensure NOTHING caused the installation to fail but it did anyway. And would I be traveling the following week and the next weekend I had important commitments and could not wait for 4 to 5 hours for the installation. After that I spoke with the National Customer Relations Team that told me how very sorry they were and then emails started to arrive to tell me how sorry Sears was about the situation and they would contact the Rockaway NJ store to see what could be done. I was then contacted by the store manager of the Watchung New Jersey Sears who was a bit upset with me because I logged a complaint with her store and didn’t even buy the product from her store. I advised her that it was a mistake by the National Customer Relations team and she said that she would get that changed to the Rockaway store, and was sorry to hear I had a problem but she too could do nothing.

I then contacted the Sears Installation department that actually showed some effort to correct the situation. I ended up speaking with them numerous times throughout the day and learned the following things about the Sears delivery and installation processes:

• The original order was processed wrong by the sales associate; however the department manager in the store disputes that fact
• The delivery notes on the order do not download to the installation reports to the installation vendor so they never saw them
• Installers are not allowed to answer their cell phones at a customer site – a Sears requirement
• The installation vendor’s hours of operation are Monday to Friday 9 to 5pm, even though the message states that their hours are Monday to Saturday 9 to 5pm. They changed their hours about a month ago but didn’t update their message, or provide any emergency contact information.
• The Sears installation team has a special number to reach the owner of the installation vendor however the owner did not bother to return their calls.
• The Sears installation department only has the option to offer another trip charge to the installer to entice him to adjust his work to meet the commitment Sears and the installation vendor originally made to me.
• Even though the installer may be enticed with an additional trip charge he can not change his schedule unless the owner approves. As I stated earlier the owner of the installation company did not both to return the calls from the Sears installation team, provided they even placed them.
• The Sears National Customer Relations Center sends emails and that’s all! And is very sorry for your inconvenience and contacts the local store to resolve issues. The local store manager never bothered to take action that I could see.
• Even if the installer would have agreed to do the job, and the owner of the installation company would have actually called back and approved the change there was no telling if the installer would have had access to the Sears Distribution Center to get my range, because installers only have limited access on specific days and times. No one at the Sears installation team really knows exactly what the DC hours of operation are.
• The Sears Rockaway store manager and owner of the Sears installation vendor company could not be bothered to get involved to support the resolution of the issue.
• I was advised that the distribution and installation processes have changed recently and not everyone is quite up to speed on them.
• Disputes between the Rockaway sales department and the installation team continue as to whether the order was right or not even after the order was cancelled. I wonder if the installation could have actually worked out if the effort was put into correcting the situation instead of pointing fingers.

This is all of the garbage and information that I have been forced to come to know while I was just trying to get my range delivered and installed. The manager of the appliance department seems to feel that offering $ will resolve any issue and refused to understand that I needed my range installed on the day they originally committed. The next date that was most convenient date for Sears and the installation vendor was not convenient for me, besides the fact that I would need to take vacation time. And my old range was already de-installed and my house is turned upside down with furniture moved etc for the installation that no one could seem to get done. The managers from the different stores and installation vendors etc could not be bothered to get it done either. I received another call from the appliance manager offering me more $ to agree to another installation date, and again I had to advise him I would not be in town next date that was convenient for Sears and the installation vendor. The theme here is that it’s got to be convenient for Sears and the installation vendor even though the first date was they couldn’t meet that one either. The date that most convenient for me was the original date that Sears and the installation vendor agreed but were unable to meet. I was contacted the next by the Sears installation team and was advised that they were continuing to work on trying to complete the installation but the associate openly admitted that he probably can’t do much. Twenty minutes later I was advised that yes they found an installer however the distribution center was closed and they could not get the range anyway. Sears did however perform one function flawlessly, they happily cancelled my order. My next struggle is to get back the $600.00 I already paid on the range

On the Sears website their mission statement is:
Sears is dedicated to providing our customers with a superior level of service, but is unable to provide even the standard level of service that they committed to me in the first place. They provided me with the steps that I needed to follow to ensure flawless execution of their process, however when everything on their end fell apart they were unable to complete their process I was forced to understand all of their people, process and technology shortcomings. It’s obvious that Sears and their vendors do not walk the talk.

I have been trying since Feb. 2009 to get my rebate for a garden tractor. $146.24. Every call is that they will re issue, but I never receive anything. It took 5 months to get $65 rebate for delivery charges. I have talk to everyone, rebate center and customer solutions. I still get it has been issued you should have it within 30 days.

On 9/21/2009 I purchased a samsung refrigerator to be delivered on October 27, 2009. Upon waiting for 3 weeks to get this refrigerator I received 4 phone to make sure delivery was set. The morning of I received another phone call stating that the refrigerator could not be delivered due to damage.

Now imagine my anger. I sold the old refrigerator and had a neighbor on stand by to help. I myselg rearranged my week schedule and week end schedule to make this happen. I also did not grocery shop as to make this easier. 4 hours before delivery I am informed they can not delivery as promised. I had a missed message on my phone from a person that could not speak english.. go figure! I called back to get and I m sorry. I then proceeded to call the store in Roseville to find out my sales person was off and there was no manager on duty... Again Im sorry..

I then called my credit card company and cancelled everything.. If that is the kind of service I received before I get this applaince I can only image what I would get for the next 20 years of Owner ship.. Oh yeah and speaking of charge card. I received the bill in the mail that was due on Oct 18, 2009 and hadnt even received the product.

Great way of doing business in an finacially strapped economy and business begging for business!

I have ordered a Sears 12, 000 Btu air conditioner model 75121. The initial delivery had to be returned because of severe damage not seen from the unopened box. The replacement unit was not properly packaged, also damaged, and did not operate. It is becoming evident that the Sears vendor is shipping units that it knows are damaged. I have now ordered a third AC and I am afraid that it too will be a repackaged damaged unit that was previously returned.

Sears vendor is a separate entity from Sears stores. Please investigate Sears vendor and put a stop to this practice. I would really like to receive the new undamaged air conditioner that I am paying for and have a right to expect.

I would appreciate a response from your organization.

[protected]@gmail.com

18 month saga of recurring issues with SEARS technicans inability to install/configure Carrier variable speed HVAC. The unit from Carrier itself may be a great product but SEARS has frustrated the family with inept, incapable, inefficient, unqualified technical capability.
SEARS salesman sold a unit that did not solve the problem SEARS reported to us - that the earlier unit that they replaced was inefficient.
We are still having problems today ! 9/25/2009
This was a US$ 14K unit - something we hd to borrow money to pay for!
List of problems -
1. Installation on day one was longer than normal, unsuccessful
2. The installers dropped the unit while installing - spent hours - then admitted incapable of configuring it.
3. The unit never heated nor cooled properly.
4. The thermostats were next found incompatible - after several weeks of failed performance!
5. The electronic circuit boards short circuited
6. The coolant pipe was found leaky and improperly installed
7. The unit is condensing so much today that there is water flowing from the unit through our garage and leaving moldy odors and slippery floors.

spent 3 hours on web and phone comparing new tires for my camry Rick at sears auto henderson finally sold me 4 sumitomo 215/60/R16 at 115.00 each and buy 3 get one free for total 345.00 pus 45.00 for road hazard 32.oo balance 3.00 for valve stems and 2.00 per tire disposal after my wife made her appointment she called said valve stems were metal 11.00 each to install, I said ok then she called said final bill was 620.00 . I cancelled sale and told her to leave, as they had not started the work yet, who can you trust?Sorry sears is doing so poorly these days as my wife and I are seniors and remember when sears catalog was a guarentee in itself

I bought my gas range, washer/dryer/, fridge and dishwasher from Sears (Sherway Gardens) earlier this year (Jan 2009) and got their Protection Agreement Plan which includes their highly touted "Annual Maintenance Check" (#19 of their fine print).

I noticed that the burner in my gas range was not working so I called up (Sep 13, 2009) 2 weeks ago the Sears Customer Service [protected]) to book an appointment. The earliest then was Sep 21 (Monday) and so I asked that it be booked on Sep 24 AM (Thursday) so I can arrange for time off from work. I was booked for Sep 24 between 8am - 12nn.

It's 2:30pm now Sep 24 and there's no one or no calls from Sears.

10:00 AM : I called the customer service number and I was told that they will be there before 12 noon. And that they have also sent a message to the technician to call me to advise of his time of arrival.

12:30 PM : I called to let them now that no one showed up. The CS agent said that she was sending a "priority service message" so that someone would call me back within 30 minutes.

01:30 PM: I called again the customer service since no one showed up or even bothered to call. I asked if I can speak with the last CS agent (I gave the name) to speak with her directly. They said they see that I called and saw the notes but they have no way of knowing WHO wrote the note and they have no way of trasferring the call. I knew it was just BS. They transferred me to their Corporate Customer Service and after waiting for 15 minutes on hold, someone picked up. She said she's sending a "911" call so someone would call. And that if no one will call back by end of the day, to call them back tomorrow morning.

Lesson learned: If you're buying something from Sears and you need to pay even just a cent for their Protection Agreement Plan, please save your cent. You will save a cent and you will save yourself guaranteed grief. No matter how diligent you are in setting any appointment or follow-up, it's absolute zilch value since the other person (Sears) on the other line has absollutely no credibility. If you do buy a Protection Agreement Plan with the hope that you will hit the jackpot that you will actually get a fraction of the service that you expected, just don't put too much faith on their word.

Purchased a samsung DLP 42 inch TV 12/06 purchased a service contract for 36 mos. Mid February 2009 set ceased to work called sears for service. On February 16 technician arrived and said projector bulb faulty and would order one and it would be shipped direct to the home, reset another service call for February 26, however the bulb never arrived, back order they say. Reset for March 4th, still no bulb. Now has been reset for March 15th, with bulb to still be shipped to residence. Store mgr. At sears chapel hill store is "checking" but lip service does not get the set working again. It is time sears stepped up and replace the TV with a new one and provide a new 3 year warranty above the factory warranty. When you buy a three year warranty the first year is covered by a factory warranty, so the three year is really only two years, sounds like a bit of fraud on warranty sales.

I purchased both the Kenmore Elite Oasis washer and dryer set in August 2007. I began having problems with the dryer immediately. I t doesn't dry the clothes even on the heavy duty setting. A repairman came out and said that the vent coil was extremely sensitive and to make sure it wasn't twisted. Two months ago, the washer began displaying an F1 error message and won't wash the clothes. Now it happens several times during each wash cycle. I am very disappointed because I spent nearly $2000.00 on this set. If anyone has any knowledge of a class action lawsuit, please contact me. I discovered that the model # has a recall but when I called to tell them about the problem, they said that my serial # is not included in that recall. Please help.

Purchased a LG Front Load Washing Machine (WM2677HWM) and LG Front Load Dryer (DLE5977WM) in 2006. Hadn't had a problem until now. Beginning of September 2009, my washing machine would no longer work (error code LE, according to the owners manual - unplug the power plug. call for service).

I called the Canadian [protected] on Sept 08, 2009 after the long weekend. Spoke with a gentlemen there that could barely speak English, went through all the details set up an appointment date for Thursday, September 18, 2009. Asked if there was anything early told no, but would put me on a short list.

I have not heard back with a scheduled time. Have since called half a dozen times, given service order # told the repair man would be out. And every time I call back to confirm, they are conveniently overbooked. Have had it re-booked every day, and it's now Saturday, September 19, 2009 and as usual OVERBOOKED again.

Then they tell me I have no maintenance Agreement, I have the certificate in my hand.

I am I suppose to go get a rock and wash my clothes in the pond in my backyard? apparently to the supervisors at the Canadian Sears Major Appliance Parts and Service this is perfectly acceptable.

I am now going else where to buy a BRAND NEW washing machine and will never gain in my life buy anything form SEARS again, and am canceling my account with them.

I went to get an oil change at sears in cherry creek denver . I dropped off my car at 10am and was told that it would be ready
in a few hours . I did return around lunch time and told the representative that i was there to pick up my veichle. He got my paper
work ready and i payed the bill. Preparing to drive off i noticed that there wasnt a sticker on the windshield that tells you when your
next oil change is. So i got stopped my car and wondered if they even changed the oil. I checked my oil and there wasnt oil on the dip
stick.I did this several times thinking that this was a mis read? I did see a tech from sears walking to another veichle and asked him if
he would verify what i was reading. He said that maybe they hadnt put enough oil and was going to check who serviced my veichle?
I was upset about being ripped off and went in to talk to the mgr To my suprise he was the one that checked me in earlier that morning
He said Have you checked out already. I replied i had and i paid 47dollars for an oil change . He questioned if anyone had called me prior to me picking up my veichle? I told him that i hadnt. He then said that my veichle had not been serviced because when i arrived my oil
was so low that they didnt want to be liable for any problems related to that. That would be easier to deal with if i had been told that prior to me paying for service that wasnt recieved. They did give me my money back But i probably would be still driving with low oil and had paid for service that wasnt recieved All in all Sears Auto in Cherry Creek is a rip off Always check the work dont presume hav i think most people dont check things like this because we relye on them being professionals Not SCAMMERS or idiots

Great dissatisfaction with customer service, repair, and complaint centers. I own a refrigerator purchased at sears that has an extended warranty. I placed a call yesterday to get service and was scheduled for a repair today. This morning I received a voice message stating that their would not be a worker in the area therefore my appt was cancelled. When I called back I explained that this is the 3rd time in only a few months that this has occurred and that all of the food in both the fridge and freezer was destroyed, in addition I have 3 children who I need to feed and can not replace the food because the fridge is not working. I was transferred 3 times during that call and told that the best that could be done was an appt on Monday as they had overbooked today. When I requested to speak with a supervisor I was told that I was speaking with the person at the highest level within the complaint center and that there was no one above her anywhere. She attempted to pacify me by stating that she could get me an appt on Monday. I replied that this is not acceptable when I have 3 children in the home that need to eat, and the representative could not guarantee that Mondays appt would not be cancelled as well. She said that there was an overbooking and other than scheduling an appt on Monday nothing could be done (that is 4 days without a fridge or freezer in the middle of summer). I requested to take my complaint further and was told that it would go to her, I am not comfortable sending my grievance directly to one of the people who is included in my grievance. I can not express my dissatisfaction strongly enough. It is unacceptable to leave a customer with a long history of customer loyalty, and 3 children with no means of cooling food in the summer heat and these difficult economic times.

We recently called Sears repair because the porcelain insulator around the electronic ignitor on the right front burner of our Kenmore gas range cracked. The repairman who responded was very polite and knowledgeable. He informed me that Sears does not stock the ignitor itself requiring a replacement of the entire ignitor/ orifice assembly, a much more expensive option. As a prelude to the actual replacement, which required ordering the part, the repairman proceeded to check the eleven screws that hold the five burner assemblies to the top plate of the range---all of which must be removed to gain access to the burner assemblies. He informed me that since this plate is normally cleaned very often by the home owner, the water use leads to corrosion of these screws and very often they are difficult to remove and, in some cases, the screw snaps off in the process. As predicted, when very carefully attempting to remove the two screws for the left front burner BOTH screws sheared off. Apparently, the standard solution to this problem is to order another ingnitor/orifice for the second burner, a cost that is borne by the owner.

The screws involved are 6-32 X 3/8” long, hex head galvanized steel with a standard washer. I can understand that attempting to extract these broken screws or drilling out the broken screws and re-tapping the holes for a larger diameter screw is too time consuming and expensive for your repairmen. However, the use of a standard steel screw (even with galvanizing) in a wet condition is a very poor design and charging the customer $4.05 plus $0.31 tax for five screws that cost $0.11 each at the local hardware store makes the situation even more ridiculous. I purchased a box of 100 stainless screws of the same size for the same money and along with stainless steel #4 washers, requested this substitution when the new parts were installed this week. I don’t believe these stronger stainless screws will snap off the next time the same repair is required.

More importantly, I examined the two orifice/ ignitor assemblies removed from our range and to my surprise, found the ignitor was attached to the assembly either by a single Phillips head screw or by a spring steel clip, meaning that the broken part could have been EASILY removed and replaced. Why aren’t these less expensive, easily replaced ignitors available in lieu of the MUCH MORE expensive entire assembly? Unless there is a valid reason, the customer is led to believe that Sears is merely bilking their customers $56 (or more) for the assembly vs. a much cheaper ingnitor replacement.

Promotional offers-not so much! Beware of deception!

Sears mastercard, with citigroup, is burning their long-time customers. I am looking to find someone that has the means to file a class action lawsuit, because their misleading and deceptive ways are so outrageous that I cannot believe it.

I have great credit and my account has been in great standing with them since I joined in 1997 at age 18. I'm now 30, have used the card exclusively for the past several years, and plan to never give them another cent of my interest! Never again!

I am grateful to have paid off my sears mastercard earlier in the year, but a few weeks ago I received a letter indicating some promotional offers they wanted me to be aware of. This letter stated things that sounded too good to be true: no interest for 36 months, or no interest/payments for 24 months, etc. There were 5 different options. Well... Being that I have been wanting to spruce up my basement with some new flooring, I thought that this might be my chance! Soo...

I called the number provided on the letter and explained that I would like to purchase some flooring at home depot, but wanted to be sure that I would receive one of the promotions. The person on the phone indicated that yes, make my purchase, then after a few days (Allowing time for the purchase to post), call back and they would apply the promotion to purchase. I did exactly that.

When I called to have the promotion applied, it was refused and I was told that promotions were only for k-mart or sears purchases. This, however, was not indicated in the letter and was not indicated to me when I called the day of my purchase to confirm this deal. I explained how I felt deceived and mislead and they said sorry, there was nothing they could do about that.

I would not have made this purchase without the promotional offer that was completely misleading.in fact, home depot was offering 0% for 6 months, and I would have gone with them had I had any concern that sears mastercard citigroup was going to screw me over the way they did.

I will never use this card again, and I have been loyal for 13 years. As far as i'm concerned, everyone should abandon citigroup and sears mastercard for their shady practices.