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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.
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Sears reviews & complaints 2934

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8:53 am EDT

Sears lg refrigerator

This is about Sears Home services: original issue was compressor died, but still within 7 year compressor warranty..but the repair service has been the problem. First contact with them August 13. Today, person is scheduled for FOURTH time. Every visit has a problem: somebody stole part out of first delivered replacement. Ordered another, wrong part this time, or he wasn't coming to work that day. Now in month three without our refrigerator. I am lettering a poster to carry in front of hh gregg. DON'T BUY REFRIGERATORS HERE...SPEND YOUR MONEY ON ICE CHESTS, BETTER RETURN ON YOUR INVESTMENT.

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4:03 am EDT
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Sears kenmore top mount refrigerator model 6041

(Anyone buying this model and not testing the temperature is at risk!) I purchased two Kenmore Model 60412 refrigerators from Sears online Store, one for myself and one for my tenet. They delivered and installed them and I set the temperature controls to a little beyond the normal setting for safe measure. Three weeks later I got food poisoning from a jar of jam, I knew it was from this because my stomach started boiling inside very soon after eating some, and closer observation saw mold. Jam seemed like an unlikely source for food poisoning and as I do not keep food very long this prompted me to investigate. As I am HVAC-Universal Certified I had all the equipment needed to check the temperatures properly inside the fridge and freezer sections. I was shocked to find the fridge average temperature was 46 F and the freezer 16 F. The high temperatures recorded overnight being 48 F and 28 F. Now I have both refrigerators set at maximum cold position and averages are 40 F and 9 F. The high temperatures recorded overnight being 46 F and 23 F. As I was just past the 30 day return when I had figured out about the problems I was forced to opt for having Sears attempt to repair them. It took three weeks to get them to the house as the parts showed up one day after the first scheduled appointment. The technician said they seemed to have sent the wrong parts for the problem as they sent defrost controls and not thermostats. He called in and asked about it and they had him install the parts anyway. He also put some silicone on the freezer door of one refrigerator that was also icing up. As the Sears tech expected it did not address the problem, the refrigerators where still too warm. The silicone that was added to the one door seal shrunk and pulled about 15 inches of the door seal away from the fridge when closed, leaving a gap wide enough for me to slide my fingers through without compressing the seal. I contacted Sears about this always being very polite, and they tell me it’s improbable that I got two bad refrigerators and kept me on the line for awhile before hanging up on me. I did get another appointment online to fix the door seal the technician destroyed and it will take another two weeks for them to get out and fix the seal problem. They have no plan to address the temperature problems at this point. After getting sick I have kept foods only short term including in the freezer and never any open foods or leftovers. However I now smell food in the freezer, this did not happen in the ten years of my previous refrigerator and it must be resulting from warming of frozen foods as there are no such foods in the fridge below. Looking at the 1 & 2 star reviews on the Sears website I see this is not an uncommon problem for this model. I have figured out that the problem is with the restart function of the thermostat or control board, the fridge stays off way too long to keep food safe. They say this fridge uses less energy than a 60 Watt light bulb, seems that is not enough to keep food safe. Are higher temperatures the only way the fridge can pass the Energy Star certification? Wish I had kept my old 300 dollar ten year old top freezer refrigerators I bought from home depot, the door shelves where cracking but they still kept perfect temperatures of 34 F to 37 F and -5 F to 0 F. Kenmore 18 cu. ft. Top Freezer Refrigerator Model # 60412 http://www.sears.com/kenmore-18-cu-ft-top-freezer-refrigerator-white/p-04660412000P?prdNo=1&blockNo=1&blockType=G1

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2:09 pm EDT

Sears lawn mower

I want to complaint about the bad customer service that I received from the store and customer service I was transfer to 3 different people nobody was able to help me. the manager at the store Paul in Wilkes barre store number 02604 was very rude, hang up on me and when I call customer service again all they were able to do for me was ask me if I wanted to cancelled my credit card . If this is the customer service Sears is willing to offer the customers, then yes I do want to cancelled my credit card. I open the account in good faith for Sears to treat us like this. I went to the store on 10/05/15 to purchase a lawn mower next day I went to used it was not working went to the store to exchange it store offer a return because they did not have nothing comparable SA Bryan was no even willing to look to see if another store will have something comparable to offer me instead they try to get me a electric mower which I did not want . That's when I call customer service to see if they are able to help and my very bad experience started. All I wanted was for me to get a new lawn mower went to Sears because is a good store to purchase outdoor items or at least that's what I thought now I'm not so sure. What I want now of all this is a gift card of at least $75 dollars because I took a day off to deal with this, then the aggravation over the phone, the driving around that I did, I am really not happy about this experience

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11:49 pm EDT

Sears eyeglasses

On March 13th, 2012 I wrote a complaint about sears not willing to give me my money back because of a haze on my glasses. They fought me until I threatened them with court. The gal at Sears said to go ahead and file a court case and that I would surely lose. Well that was the wrong thing to say to me. I then did my homework. Went to City Hall in Downey, California and found out who the owner of Sears Optical was, and who the manager of the store was. For everyone's information Sears Optical is not owned by Sears. The owner rents the name from Sears. So I filed the complaint. The owner lives somewhere in Indiana. Surprise. I mailed a small case file complaint to each of them including the store. The morning of court I get this phone call from the manager pleading to settle out of court. I was told to return the no good glasses and they would refund in full. I said "no" and that I wanted my refund plus the $15.00 I paid to the court to file. I got everything back plus. People, don't let these people push you around. Settle in court everytime. I'm so glad I did.

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3:03 pm EDT
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Sears area rug cleaning

Service 9/12/15 I had arranged for rug cleaning through this company because they were having a $99 special, and Sears is a reputable name. My rugs had a few pet stains and definitely pet urine odor. I'd set the appointment 2 weeks out (that was the soonest they could get to me, but no problem) for Saturday, 9/12 from 1pm - 5pm. The Friday before I received a phone call confirming my MORNING appointment - I had indicated when I scheduled with them that I wouldn't be home in the morning. I called to say the appointment was for the afternoon, but I could be home by 10:30 if needed. That is what we settled on (again, no problem). I arrived home at 10:30 to meet the technician, he walked in my house and told me they do not clean area rugs onsite, but take them to their worksite so they can soak them and hang to dry. However the cost would be $250 instead of $99 and just for 2 of the 4 rugs I had planned to be cleaned. I wasn't excited about paying more but said if they could get the stains and odor out, I'd be willing to pay the extra cost. The technician removed the rugs, and said he would see me next Saturday in the morning. The following Saturday I waited, waited, waited and no delivery. I called the company and was told the technician was running late and could not deliver the rugs that day, but he could either Sunday or Tuesday. I asked for Sunday - he said he would be there at 10am, showed up a little after 11am. The carpets were still wet, but no big deal - he said they would dry fast. They certainly looked like they had been cleaned though they did have an odor - I thought it was the smell of wet carpet. He said they had to scrub a little extra due to more stains than they thought, and I asked directly "but you got the smell out, right?" and was told yes. Two days later I realized the odor was not wet carpet smell, but urine. I got on my hands and knees to do the sniff test, and indeed, the smell was urine. Very Very disappointed. My action at that time was to submit a negative survey form. I received a voice message from the technician saying that he thought I was happy with the service when he left. I called him back the next day, he didn't pick up. I left a message explaining that I was satisfied with the service based on what he told me he did, but obviously that was not done. The message was left on Monday morning (I think), and I have not heard back from him. I shampooed the rugs myself with a small carpet cleaner, but I will have to hire someone else to come in to clean the rugs. I expect to be either reimbursed for the whole amount, or at the very least, have the price reduced to the original advertised cost of $99. please advise . . . Althea Cudaback Shoreline, WA [protected]@msn.com

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5:27 pm EDT

Sears mattress

We took delivery of a Simmons Beautyrest Mattress purchased at our local Sears store and immediately noticed it had a chemical odor. My wife refused to sleep on it and I proceeded to call the 1 800 FROM-HELL number. I was told that I would have to use the mattress for 30 days before I could return it and that the smell would disappear in about a week. I was also told that unless the mattress was defective I would be charged a 15% restocking fee as well as a delivery charge for picking up the mattress.
After airing it out for a week I wrapped the mattress in waterproof cover to mitigate the smell and tried to sleep on it (alone). This was definitely NOT the same Mattress I lied on at the Sears store it was considerably harder, akin to lying on a carpeted floor. After three hours I could not take it anymore, the pain in my back and shoulders forced me to head for the couch. The next few nights were the same, so I went on amazon and ordered a 3" memory foam topper.
I looked around the internet a found that those who sold mattress's recommend "breaking a new mattress in" as I was told also told by the Sears people. I went back to the Sears store to lie on the mattress model I had at home just to confirm that it was different and I was told there that the store model was "broken in by all the people who come try out the mattresses and that it was only a matter of time before my mattress would be soft like the store model". This Sears is in a Mall that is clearly dying, in the 5 or so hours that we spent in the store we were the sole customers, all the salesperson time was devoted to our bed sale. I don't know who the people who broke in the beds were but they weren't around when we were there. We spent about 10 minutes on the mattress. The mattress in the store was not the same as the toxic torture rack that was in my bedroom.
Finally the topper arrived and I was able to coax my wife into vacating the guest bedroom. It has been almost a month, we have cornered the market on ibuprofen and always have the slight scent of formaldehyde/gasoline in the back of our sinus. The topper helped a little but this bed id still unbearable. We went to change the sheets yesterday and a soon as the plastic cover came off the toxic fumes filled the room. There are now body pod indentations with a ridge in the middle of the bed, it isn't going to get more "broken in".
I called 1 800 SCREWU number again insisting that this mattress was defective because of the toxic odor. I was told that I could purchase another bed but would still have to pay the 15% restocking fee plus a charge to pick up the other mattress (roughly $200).
The bottom line is that Sears thinks it can bring you a sack of dung to sleep on and that you have to live with it for thirty days and then pay big to have endured the experience.

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5:13 pm EDT

Sears mattress quality

We purchased our Stearns and Foster Mattress from Sears in November 2014 and it has been a nightmare from a product quality perspective and Sears Customer Service. The mattress was replaced in December 2014 and as luck would have it the product quality was worst then the first. Sears said they could do nothing since it has already by replaced once already. In talking with Sterns and Foster, they said that was not correct as the problem being described was a warranty issue. They bumped me back to Sears and multiple calls have made me a believer that they will do nothing.
We finally gave up and have purchased a new mattress that is not associated with the Sealy brand (Sterns and Foster) and Sears. I am strongly encourage all future customers of Sears and Sterns and Foster to do their homework and go out and read the reviews for the product quality and customer support before you to join the ranks of unhappy customers. Wish we would have done that.

Sears, you have lost a long time customer and it is not the least bit comforting when your customer service departments states that they are sorry to lose you as a partner. As for Sterns and Foster you only have to get a bad product twice before you get the message.

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3:22 pm EDT

Sears kenmore elite - rust on top near bleach compartment

I am very disturb to see more an more rust appearing in my washer. I have not use the compartment near it hoping that it would keep for more rust forming. Nope! not at all its growing and more!
I have had couple issues now with your product, if I put a comforter in (which one reason I purchased, cause it said you can do) soon it shakes the house an alerts to say uneven load, I end up having to drain/spen if works sometimes doesn't then take soaking sopping wet comforter to chand lean in tub then hang out to dry.
Its really and kick to the gut knowing that I sold GE washer and dryer that were only 2yrs old and paid top dollar for top of the line, just to get these new Kenmore Elite brand since advertisement sold me on how you can wash large items and dryer with steamfresh where I don't have to go to dry cleaners. Now I am wondering why I sold the GE when never had any issues. Only wish Kenmores both worked properly to use.

Not only does my washer have rust stains, my dryer seems to be taking longer an longer to dry the clothes, I have put less clothes in (which not sure why when I have a large load setting) have ran the clothes on extra spin in washer, and cleaned the vint in dryer and hoses.
Very disappointed in your products.

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7:07 am EDT

Sears craftsman

I am 72 years old. Have always purchased Craftsman riding mowers-trusted them thoroughly. You just go into a local Sears store; see which one you want; and buy it. You could count on it lasting about 20 years. I did the same thing 7-24-15-saw this beautiful T3000 riding mower; purchased what I thought was going to be my last riding mower. Got it home with a friend's trailer; mowed 6 times and the transmission started making a lot of noise when going from forward to reverse and back forward. Then two weeks later I was half way through mowing; approaching as tree in the corner of my lot; took my foot off the forward pedal-expecting to stop-and it just kept going. I really panicked! Finally hit the brake and it did stop. Since then that is the only way to stop. And to change directions have to hit the brake pedal several times before the pedal to go. A tech man came out and reported the transmission needed replaced. He said it was their new PLASTIC transmission. I was shocked to get such a well built tractor and such a piece of JUNK for the most important component! Sears offered to replace the transmission or give me a Pro series tractor. But they have a plastic transmission too. I want my tractor to last 20 years without having a new transmission every couple months. I told them I wanted my money back. But they won't do it since it is over 30 days. I decided to try to sell it. I purchased a Snapper last night from a local dealer for the same price. It has a solid metal transmission; and all of the features the T3000. I am very disappointed with Sears. Would never recommend them for lawn products again. Still like to get my money back.
Carl McBride
Tecumseh, Michigan
[protected]@comcast.net

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2:00 pm EDT
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Sears washing machine

I had issues with my washing machine that leaked transmission fluid on a batch of clothes. I called to get Sears to come out and fix my washing machine. I live near New Orleans La and to hear from Sears that they do not have any technicians in the area and that they had to get a 3rd party to do the work on the washing machine. I called on the 27th of august the technician came out on Sept 10th. After diagnosing my issue with the washing machine he needed to order a new transmission, a seal, and a new control board. After it was delivered the technician came back on Sept 19th to try to install the new parts. After the technician stated that he did not have the correct tool to loosen the bolt for the transmission he had to leave and go buy one. after 30 minutes he arrived back at my house with a NAPA auto parts bag. After a few minutes I heard banging coming from my laundry room. Then the technician said he would have to order a new basket, outer liner and suspension. He basically demolished the inner basket and the bottom of the basket is in little pieces. He also left oil/grease on my Laundry and kitchen floor which is still there and did not clean it up. I have called Sedgewick and Sears and have no resolution so far. I tried calling 5 times to sedgewick and all I get is a voice mail. No one cares about that I have 2 little ones that I need to clean for as well as my own clothes. Sears has really dropped the ball on customer service allaround with this issue.

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5:35 pm EDT
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Sears kenmore elite and kitchenaid refrigerators

I wanted to be sure that all of my issues with my refrigerator, history with repair needs and complaint regarding technician that was sent were recorded to an escalated area.

In March 2015 our kitchenaid refrigerator failed - after several repair attempts in early April we were instructed to pick out a replacement model from local Sears store and the Kitchenaid was replaced by a Kenmore Elite model.

When the new fridge was installed I noticed a dent in the front. They were going to replace it with another one but instead just replaced the dented door.

On Monday 9/14 around 9am I noticed front ice/water was not working Nd an error code was on control panel. I called tech support and a very nice man walked me thru resetting it from my elec box as the plug is inaccessible as I can't pull unit out alone. The panel and door lights came back on. Around 4pm that afternoon I returned home and the fridge was over 60 degrees. I got on the phone immediate and started throwing food away.

We were told a new control panel would be ordered, I gave them our model number. They scheduled a Saturday due to all of the loss work time earlier in the year with repair issues. The part arrived Wednesday.

On Saturday tech # 0913301 came to our house. He started to remove fridge from wall space and I asked what he was doing - told him doors need to come off if he was trying to remove it from that area. He said it just needed reset. I told him that had been done prior to scheduling repair in home. He said the right part is not here, they are famous for that, I will order it and come back Monday. I told him I cannot take any more time off and I wanted to make a call to lemon dept before he left. He told me that wasnt going to change anything and started to leave. He had been here all of 5-8 minutes. I got upset at that point ( and yes used a curse word ) in getting my point across that I wanted him here when I got warranty dept on the line to tell them, it would require another visit. Last time at this point tech recommend new unit so that's why I wanted him to wait. He started packing his stuff and going for the door - I stood in front of the door and demanded a receipt for him being here as I have major food loss to recouperate. He threatened to call the police if I didn't move from the door. I again demanded a receipt - he finally complied and left.

This is insult to injury. First two broken units in six months, multiple service issues and a replacement over last 18 months and he doesn't have 3 minutes for me to get a warranty person on the line? Obviously if the wrong part was ordered there are communication issues in getting things done right and quickly.

The warranty person finally got to hear. E explain that they can send another control panel but the unit was making loud racket from freezer/back area - so it may be more than the control panel. A lot of assumptions with no real diagnosis going on.

The expectation that a family can go 1 week - and now add two more for Sat service without a fridge is upsurd. I got clearance for a rental and had to pay out of picket $269.49 for deposit and rental fee. That and waiting up to 21 days for refund of lost food is an issue in itself.

There is no reason for us not to be getting delivery if a new unit at this time. Two downed units I. Less than six months, poor repair service, advancement of our money to have refrigeration, costs of eating out because we can't store regular amounts of food or but I quantity for better rates all needs to be taken in consideration here.

I would like to hear from someone higher up than front line phone associate on this. I would like more than rental compensation when you have thousands of dollars of our hard earned money spent on gas stoves, washer/dryer and two defunked refrigerators. My sears card dates back to 1989...I am appalled.

Cheryl Welty
2408 E Desert Cove Ave
Phoenix, Az 85028
[protected]

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S#itonSears
, US
Sep 22, 2015 4:43 pm EDT
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Amazing that there is so much hatred for Sears, a company that at one time had a good reputation. As a property manager, I liked sears for years, but now it is simply put BROKEN. The seem to believe in a lose lose model of customer care. They are headed for bankruptcy and as far as I am concerned the sooner the better. Master Protection program is a joke when it comes to refrigeration (and anything else). They rather lose a loyal customer than make things right.

In terms of repairs and parts ordering - that is simply broke as well. One hand doesn't know what the other is doing and since they dissolved the blue ribbon customer assistance team, there is no way to have a point person resolve ongoing ludicrous scenarios that seems to happen far too often to be the minority. I have had several repair issues over the life of my contract and the only ones that seem to go relatively straight forward are laundry. Anything to do with Kitchen has been a disaster and needed over three visits each. Lemon warranty is also a joke because if you have a built in appliance like a GE Monogram, they want to replace it with something they sell not what you had and the specifics for all the built ins are quite specific, but all they look at is Height, Width and Depth. They don't care if you have kitchen end panel that is cut specifically for a particular unit, or if water or electric needs to be moved - that is your problem. God forbid you have an end panel that is was stained with the kitchen 10 or 20 years ago. Try and match that. They expect me to accept a "compatible" replacement no matter what it does to my kitchen. Don't fall for their sales practices of stating that you will get a replacement or that refrigerator service is within 24- 48 hours. It is all on big heap of BS. Sears is not to be relied on. Oh also don't ever buy one of the Kenmore crappy grills, they look good, but really s ck. Buy a Weber or buy a less expensive grill that you would expect to last a few years. The Sears stainless models simply stink. We spent over $1, 000 on a grill and had to throw it away after 3 years it was so bad. They replaced the igniters 2 times, never had this on my protection plan, but I know their fine print would have caused a headache on this anyway.

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11:58 am EDT

Sears kenmore coldspot model 106.[protected]

Kenmore Coldspot side by side refrigerator purchased approximately 6 months ago. On August 25, 2015 the refrigerator quit cooling and freezing. Repairs could not be done until Sept. 15 however after calling another service number they scheduled an appointment within a few days. A thermostat needed to be ordered...5 more days...then call for service again...the soonest appointment is Sept.19. It is not acceptable to have a new refrigerator that takes almost a month to repair! We have purchased
Sears appliances over the years and trusted them for a great product and service.This is no longer true. I had asked for our money back so we could purchase from a local dealer who services their products within a day. I am unhappy and at every opportunity will let others know!

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Jessica Waldo
, US
Nov 15, 2021 4:42 pm EST

Yikes this fridge stinks ! Literally smells like wet moldy towels :'( and the whole in side has cracked and I noticed it right away but there was nothing any one could help me with to fix it don't ever buy this model 😞

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Steve Stumpp
, US
Jul 07, 2016 8:05 pm EDT

I had the same problem and the same result - lousy service from Sears... and they wonder why they are going out of business.

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Steve Stumpp
, US
Jul 07, 2016 8:04 pm EDT

I had the same problem with the same results - lousy service from Sears.

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12:41 pm EDT

Sears service went from bad to an atrocity

I have and Infiniti FX35 on Wednesday Sept 9, 2015 took my car in and had new tires, balancing and alignment done (waited 5 hours). Paid over 1000us dollars. After driving the vehicle on the high way I noticed at 60 to 65 MPH the car would pull to one side and vibrate vigorously. I took the car back on Thursday Sept 10, 2015 and waited 3 hours for them to run more tests and find a solution to the issue. Again, I was told it's all set. As I proceeded to test it on the high way the issue persisted. I called the store manager who in turn told me to take it to a different shop (Sullivan tires) so they could do a "Hard Road balancing" because this is an issue they've had with Mitsubishi and Infinity (he says). Took it to Sullivan tires had them do what he recommended to then find out on Friday Sept 11, 2015 the issue has not been resolved. I then went in spoke to the store manager (Ronald Freeman) who said to me to take it to a mechanic have the mechanic do an analysis and right a detail report to see whether or not he would be able to do anything for me... or rather come back tomorrow and they'll put back the old tires and for me to then deal with it. I went back on Saturday 9/12/15 at 11 am and spoke to (Ron Freeman) with the intent of just forgetting this ordeal and moving on with rectifying the issue. However, to my surprise the first words out of his mouth when he saw me were where the keys so we could put back the old tires so he won't have to deal with this again. When I asked; so this means I have to deal with the issue they caused? he told me and I quote, "he's bitter about the fact that I pointed out an argument he had with another customer in front of me on the day I purchased the tires and that the way he treats customers is wrong and unfair, and to make the customer go out of their way to fix a mistake made by them is not providing good service. Moreover, I had to be the one to keep quiet and put up with it so to conclude this transaction. As I humbled myself I realize him gloating and ended telling me after I told him it could be the tires he sold me... that he could exchange them, but Ron concluded and still flustered sold me discontinued tires. He expects me to go back Tuesday Sept 15, 2015 to have them put in the discontinued tires, but at this point and time I'm afraid he may sabotage my vehicle again. I come from an environment that treating customers with the outmost respect is a WIN WIN for business. Because of this I will never do business with Sears and will ensure as a Trainer to use this as an example of how not to treat customers.

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12:07 pm EDT

Sears unethical behaviour

Sears in barboursville, wv 25504,, huntington mall — I shop there every week almost well use too I have worked my whole life to earn my money I help run a major company and I have never been in trouble or have I ever been to jail I had a credit account with sears that I shut down due to my incident I was shopping in sears and I was stopped by a man and he accused me of shoplifting and called the police the police showed up ran my name and no record of anything the store detective accused me and said he had me on camera stealing and he chased me out before and I got away from him I asked to see the camera he said I will see it in court with a warrant for me I was embarrassed cause every one in store was staring at me and the store detectives was harassing me till I was crying in tears the police searched me and my purse found nothing of course the manager came and I know of her from being there a lot I said they are accusing me of stealing she said you are in here all the time and I said that cause iam a loyal customer the store detective continued to treat me like dirt I have never been treated like this before I was in tears then the manager says sorry I guess you are not her and no one was sorry or anything this has affected my life now as I go into other stores and I keep thinking how someone can treat someone like that and get away with it it was awful to feel that much humiliation this has caused me some serious mental anguish

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7:25 am EDT

Sears Refrigerator Broken

We bought a Kenmore elite on 6/28/15. It is now broken. We had a repair guy come out several weeks ago and since the refrigerator was not making noise, he said there was nothing wrong with it. They sent another repair person and he said that the circuit board was going out. THis was a known fact with sears but failed to tell us. They ordered a new circuit board for this $3000.00 appliance. Refrigerator is now completely out and all of our food will be lost today. They are not coming out until Tuesday. It is SUNDAY. NEVER PURCHASE FROM SEARS/ KENMORE ELITE- Piece of JUNK.

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Nusus
, US
Feb 23, 2016 5:45 pm EST

We purchased our Kenmore Elite refrigerator 4 1/2 years ago. I have yet to go 2-3 months without a problem. The water dispenser tube freezes constantly and then you have no water or ice unless you want to stand for 1/2 hour with a hair dryer thawing it out. The freezer has gone out three times, once I waited 1 1/2 months for the repair which included a blow torch in the kitchen. It went out again about 5 months later and we were blow torching again. It went out again 2 weeks ago, ended up with no freezer or frig for over a week. Repair man was suppose to come on Monday and was a no show, was rescheduled for Friday. I did finally buy the extended warranty with the lemon package where after 3 service calls you get a new appliance. The next day, Saturday, I had no water in the dispenser and then on Sunday no ice. Waited another week for repair man. He was here for 2 1/2 hours even though I told him what it needed was a new door, the new ones have a heater to keep the tube from freezing. He did order a new door and a new panel on the concealed freezer unit. Repair man came this morning, the freezer panel had been delivered, I figured the door was coming with him. Nope, he installed the freezer panel but had to reschedule to install the door, 10 days from now. The door was delivered about an hour after he left. I called to reschedule sooner but have to call back tomorrow for some reason. I have now missed 2 days of work and it will be 3 when they come to install the new door, which I was told may have a strong possibility of being dented, broken or the wrong door. I'm seeing this as three service calls, they will have been here 3 times but Sears says that a service call is one call no matter how many times they have to actually come to your house to fix the problem. I also see this as three problems, a freezer panel, a water dispenser and an ice maker. Funny how these service policies end up working for Sears and not the customer. Our back up frig and freezer are both over 25 years old and in the basement still working fine. What does that tell you.

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8:13 am EDT

Sears kenmore elite refrigerator

We've read all the complaints about the subject fridge. Ours is about 3 years old. There's been a bad smell emanating from the freezer and fridge for 3 months. Smells like a chemical of some sort. Our ice smells like it as does food that sits in there for a few weeks. We had a repairman come out and say "no problem" and charge us $130. (Oh and he said he could only smell my wife's perfume.) sears bulked at sending someone out (preferably less creepy). We still have the smell--and taste. What to do?

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Bob Ward
, US
Aug 30, 2015 4:37 pm EDT

We have a Sears service technician coming tomorrow to address the same kind of problem. Hoping to have a better result than your unfortunate experience - will let you know.

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10:59 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears insulted by customer service department

On August 13, 2015 I purchased a silver and diamond bracelet for my mother’s birthday from Sears. I had it shipped to her address. The bracelet was only $122 after the sale, a coupon and my rewards points. I received a notice from Sears that the bracelet had been delivered on her birthday August 17th. On the 20th I contacted my mother to ask how she liked her bracelet. She informed me that she had not received it. I contacted Sears about the missing bracelet. The customer service person said he would launch an inquiry as to where the bracelet was. He asked if I would like to reorder the bracelet, only now the sale was no longer available, I no longer had the coupon, and all my rewards points had been used so, the bracelet would now be $972.99. No was my answer.
This is the email I received the day after my complaint.

[protected]@customerservice.sears.com
To
Aug 21

Dear Lauri,

Thank you for shopping at Sears.com!

We received your inquiry regarding the credit to be issued to you on order #([protected]). A bank check in the amount of ${ 161.33 } was issued on 08/17/2015. This credit was issued for the missing item "Sterling Silver 1/4 Cttw Diamond Bangle Bracelet", please allow 10 business days for the check to arrive.

If after the 10 business days you have still not received the bank check please contact us at [protected] or [protected]@customerservice.sears.com and we will further research the matter.

http://www.sears.com

Thank you,
Danny S
Sears Member Service
[protected]

Notice that the check was said to have been issued on the same day I received notice that the bracelet was delivered. And, when I received the check, it was for $126.70 and was dated on the 20th.

Also on August 17th, my Sears order history shows that there was a return for 4 items at $297.12, in a store in Gaithersburg, MD 20877. I have never been to Maryland, and besides the bracelet listed as returned, the other 3 items are not identified.

I was sent an email from Sears asking me to review the bracelet. I filled out the form and explained that I could not rate it as the bracelet never arrived at my mother’s.
On August 29th at 10:31 AM, I received an email from Sears regarding my review of the bracelet….Here is the email heading…..

Everybody's a critic, but YOU are the expert …
Sears
To
@yahoo.com
Today at 10:31 AM

How’s that for customer service. PLEASE join me in a boycott of Sears and Kmart stores. For a company fighting to stay in business, they really do not know how to appreciate their customers!

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2:46 pm EDT

Sears technician attempting to overcharge

Dear Sears, I am placing a complaint on a service order # [protected] provided by your technician #0015181 on July 29, 2015 (Sears # is 0008935). This was for the repair of my Kenmore washer model 110.[protected], which was overflowing water by the detergent canister upon cycle start. The technician came home during late afternoon that day to do the repair at the day accorded, my daughter (21 yrs) was home when he arrived as my wife got tired of waiting the whole morning. He did a partial dis-assembly and test of the washer. The only repair he did was that he unclogged the filter of the unit. Afterward he indicated that the unit was too bad to repair as it is because the basket was broken and said that although he could solve the overflowing issue he was not doing it because he was not going to take the blame of putting back in service an equipment with a basket broken because it could cause catastrophic damage and he could loose his job, that he knew of other technician that repaired one and got fired because of an accident later. Based on that, he was recommending a whole list of parts to be replaced totaling about $850 in parts plus $400 in labor. He wanted from my daughter a sizable down-payment to "secure" the job. At that point, my daughter called me to have my opinion first and placed him on the phone so I can discuss it. I said I was not convinced because the unit was working fine except for the overflowing as I had checked the unit the week before myself and though it might be an issue with the pressure switch that controls the water level (I am a mechanical engineer). He stood firmly on his estimation and said he had no more time to discuss it because he had other appointments. At that moment then I asked him how much was it for his work and he asked for $162 plus tax. I said no way as my wife was told over the phone during the appointment call it was going to be $79 for the visit. He said he needed to call his office to check. 3 mins later he called me agreeing to $88.09 including tax. My daughter wrote him a check and he left kind of furious. Coincidentally, I have a home security camera at the laundry in which I could corroborate this when I got home that night. I made an appointment with another local repair technician this week (non-Sears), who checked the unit yesterday. He found that the only problem the unit had was that the plastic boot at the bottom drain of the tank was partially out of place as the metal band securing it had slipped. The basket itself is in perfect shape, it was only one of the holding corners that had unfastened. His charge was only $50 for the 30 mins it took to repair, and no new parts were needed. Evidently, your technician a) was unsure of what he was doing or b) was trying to ripe us off with a phony repair. Either way, this is completely unacceptable from a company of over 100 years in business. As your saying goes, "customer satisfaction or your money back" applies in this case. Please refund me by check the $88.09 your technician 0015181 took from me.

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2:45 pm EDT

Sears dishonest

Three (3) years ago I bought a $800 Kenmore Elite dishwasher with an extended warranty. The dishwasher proved to be a total lemon but the extended warranty paid for all repairs (and they were extensive) UNTIL it was decided to replace the unit due to 4 function errors in 12 months. I was appalled when Sears Extended Warranty offered me my "replacement"---it was $540.00 towards a new dishwasher. Now this is NOT a replacement, it is an allowance. When I disputed this the warranty rep said they did not have to replace the exact unit just offer an amount based on "comparable" features. I even looked, today, at the web site touting their extended warranties and is specifically states--REPLACE, which any person would take at face value of replace your item. There is no way a low end GE (which is the only unit available at that price) is "comparable" to a high end Kenmore Elite. DO NOT BUY THIS EXTENDED WARRANTY with the expectation your exact unit will be replaced with the same existing unit. I am totally disgusted with Sears and will never buy another product from them.

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8:58 am EDT

Sears false judgement

About 5 or 6 years ago I went to court for a case for sears with this attorney on this day I sat there till about 2 pm when my case was called the other attorney never showed up. That dec of the same year I recieved a judgement agianst me well I am un employeed and have been sense 1992 due to illness and have been very ill and now have a heart condition on top of all this with heart racing to 145 bpm. The judgement was mailed to me I cant understand how they got it nor do I think its real if so I cant see how they can collect and havent tried too. I was there that day they never showed. Well I just recieved another letter yesterday for 6, 759.59 the actually account is only ober or close to 3, 000.00. File number is 6r309 civil action number and this is not a summons is 03-663 and says re: sherman acquisition limited partnership I went to court that day to agree to pay 25.00 a month and they dont show and I get a quote un q2uote judgement really now they are after me for a paypal that was a summons I have to answer and offered 25.00 a month but there holder is midland which I have a judgement with but have been paying faithfully. Please help me stress causes the heart to race I have no income and my husband makes only enough for us to survive but not qualify for help. I have been so ill I spent a year and a 1/2 in bed and now the heart condition please help thank you

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Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

How to file a complaint about Sears?

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

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

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

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

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

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

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