Sears
reviews and complaints

In 2002, I had Sears home improvement install windows and siding on my home. The windows sills were installed incorrectly and therefore water ran into my home and ruined the brand new drywall and paint on the interior of the home. On July 17th 2010 I contacted Sears home improvement about repairing the defective siding and windows. It is Now OCTOBER 13th 2010, and nothing has been accomplished. I spoke to Mellisa Kirkland in july and have attempted to work with her towards resolution. After calling so many times I cannot count, two contractors coming to my home, Dealing with regional tech manager Scott Reinhold, Nothing has been done to fix the issue. I finally spoke to Betty, Melissa Kirkland direct supervisor (which by the way she fought connecting me to), TO GET SOMETHING GOING TO FIX THE FAULTY CONSTRUCTION DONE TO MY HOME. She was able to contact Scott Reinholds manager to get approval to get the contractors out to my home to repair the issue. I still have no date or time they will be to the home, they stated they will only fix the area being affected by the water damage. Meanwhile the same process that was used on the windows that are leaking was also used on the entire house, which means sooner or later the rest of the windows in the home will leak. I do not think that Sears has compitent contractors that can handle this assignment. I would like to have someone who can get this issue handled to contact me directly. My home phone is [protected], My name is Charles Kilmer, address of 21 scotchtown drive, middletown Ny 10941

I purchased a pool table on 9/16/2010 from sears online. My scheduled delivery date was 10/1. when i did not get an e-mail with the tracking number i called customer service. I was given the 3rd party vender phone number and told that i need to call them, because they have my table and was hung up on. I called again another day and spoke to Veronica a supervisor who said she would call me back and never did. I called again and spoke to yet another supervisor Laura who did call me and e-mail me back but with no progress other than they contacted the vender and are waiting for a call back from them. I am so disgusted with this whole thing. Where is the customer servise? Are you telling me that NO one at sears can find out why this has not gone out to me yet or get it done? After being a
sears customer since the 1980's i've never been so disappointed with them. It is just awful that no one seems to want to go abouve and beyond to figure out what is going on with this order. The order # is [protected]

Baspatti

I don't even know where to start. Sears and their AE Nationwide is downright embarrassing. You couldn't pay me enough to buy from Sears again.

I had two service appointments where the AE Nationwide repairman was a no show. The first one didn't even result in a call. After confirming the appointment, I took the afternoon off from work and the guy NEVER SHOWED UP. I called and was told that he was "overbooked" and that someone was going to call me...when? The next week? All I could do was make a new appointment.

Flash forward to today. Another four hour window and I'm sitting at home. Two hours into my window I got a call (at least they called this time). Oh...we're sorry. There's no technician in your area today. I explained to the woman that I had already been blown off on Friday. She checked her schedule and was quite embarrassed, but no resolution.

You know what? I'm handy enough to install the parts on my own, but take my advice. DON'T BUY AN APPLIANCE FROM SEARS! Next time, I'll spend $100 more and get it from the Mom and Pop store down the street. They're happy to call me and meet me at the house for service.

Sears, thank you very little. I cancelled my Sears card and I'll spend at least 8 hours of my time (the same time that you wasted) telling everyone I can find about your crappy customer service.

Sears Customer Service,

Re: Riding Lawnmower Issue

My name is: Derwood A. Stewart; Address: 12 Lucky Drive; City: Mayflower, State: AR; Zip: 72106;

Day & Evening Phone: [protected] Email: [protected]@att.net

On July 26th 2009 I purchased a new Riding Lawnmower and a new Push Lawnmower from your North Little Rock, Arkansas McCain Mall store # 1206 of which I have a few comments to make.

I have been using Craftsman Lawnmowers since the early 1990s and for the most part have enjoyed this product. However, I have some issues with the new Riding Lawnmower that I purchased: [protected] YT 42-IN, CM CLB $1, 399.99; Model # 917.28922, the unit is red in color; 21HP.

Note: First of all let me say that the mower deck on this unit when engaged vibrates way too much and it sounds like a thrashing machine.

At first, I thought noise and vibrations was due to this machine being 21HP or that it may have a bad blade. I tried changing out the blades for an older heavy-duty used set of blades that I still had from my previous mower.

This proved to be successful; the vibration and noise diminished quite a bit; it seemed more like what I was use to with other units.

When I had an opportunity to do so, I asked a Sears Service Tec to check out the blades that came on the unit to see if they were defective. He said one of the blades was tweaked and then put some new blades on the machine for me.

When I cranked up the mower after the Tec left, I noticed that the mower-deck still vibrated a lot more than my three previous Craftsman Riding Lawnmowers did. This mower is the fourth New Craftsman Riding Lawnmower that I have purchased in the past fifteen years. I also owned two other used Craftsman Riding Lawnmowers in the past.

Note: There is another issue that concerns me about my new Craftsman Riding Lawnmower and in my opinion, it is a MAJOR concern; it is this: The Leaver device located on the left side of the mower that lowers and raises the mower-deck protrudes out at an angel away from the machine and is a hazard in that, in the event that when operating the mower, if one mows a little too close to some objects such as trees, some fences, a yard swing and so on, the lever has a potential to snag onto the object thus, creating a potentially dangerous situation.

This snagging onto something actually happened to me; the incident rapped me around a tree which could have seriously hurt someone that was not as experienced in operating a Riding Lawnmower as myself. Thank God my wife or one of our grand children was not mowing the yard when this happened; they may have been seriously injured.

It was at this point that I decided to call the Sears store where I purchased the unit and they in turn, sent a Tec out to access the situation.

This is when the Tec replaced the Mower-deck blades; he also ordered some replacement parts for the damaged parts due to the incident with the tree and had them sent to me. He later came back and installed these parts. However, he did not properly straighten or replace the body of the mower thus; the part did not fit properly.

Note: Even though I try to make a conscience effort to be mindful of the aforementioned problem, occasionally the deck lever catches on something in passing. This past Friday July 16th 2010 while I was mowing our back yard, the deck lever caught onto objects on two occasions. The first occasion nearly jerked me off the machine and caused the deck to drop all the way down cutting deep into the lawn. The second incident was not as extreme as I was moving very slow.

I am very concerned about this problem and I would prefer not having to call the Consumer Safety Protection Agency of the Office of the Attorney General to address this problem thus, I would like to know what Sears intends to do to resolve this problem.

I just wondered what you might have to say about all of this. I am hopeful that you will take a sincere interest in this matter and will address the issue in due course.

Note: I am still having issues with this problem and I would like to know if craftsman and Sears intends to do anything about resolving this problem before someone gets seriously hurt.

Thank you for your timely assistance and consideration in my behalf in taking action in this matter.

Respectfully

Derwood A. Stewart

I purchased a plasma TV from Sears 1 year and 1 month ago and paid over $2000. At the time of purchase I was offered an Extended Warranty and was promised by the sales rep that if anything went wrong with the TV, they would immediately repair or replace it. I paid $349 for the Warranty.

About 1 month ago my TV stopped turning on so I called Sears for repair on September 3, 2010. They said the first available rep would not be available until September 14, 2010. On the morning of the 14th, I went to work and the rep showed up at my house. My wife was waiting for him. I get a call from my wife stating that the Rep came alone and he needed me to come back home from work and help him take the TV off the stand. SEARS NEVER TOLD ME THE TV HAD TO BE OFF THE STAND.

The rep told us he needed to order a part and when the part came he would come back to install it. He said he could not come back until September 28, 2010. That is 25 days from the date of my initial call to Sears.

I was frustrated and I called Sears the same day and they told me that there is nothing I can do but wait. They said that the Warranty Agreement stated that they had 21 days from the date of the order for the part to replace my TV. I said ok we will wait until the 28th of September for the repair guy to return and install the part.

Today is the 28th of September. I did not go to work to help the guy put the TV on the stand after he fixes it. However, rather than the repair guy showing up, I got a call from Sears stating that the part is on back order and they cannot tell me when they will have the part.

I asked them to replace the TV since it has been 25 days since my initial call. They stated that the Warranty Agreement states that they have "30" days from the date of the order of the part to replace the TV. This is 9 more days then they initially told me. (first they said 21 days).

So I decided to ready through the Warranty Agreement and realized that the Agreement does not say anything about the number of days they have to repair or replace the TV. However, the rep who sold me the Warranty said that it was immediate repair or replacement if they could not tell repair the TV.

Next I called the Warranty department to ask them where in the Agreement they could show me they had 30 days or 21 days and I was told that it was not in the Agreement but rather some policy they had created. Huh?

So I was told that I now have to wait until October 15 to get a new TV. That is 43 days from my initial call on September 3, 2010.

I WILL NEVER BUY A WARRANTY FROM SEARS AGAIN AND I MAY NEVER SHOP THEIR AGAIN.

Customer support at Sears has been very unsupportive and unprofessional. My last call I was told there was nothing I could do and that I should find myself a lawyer if I needed to dispute this any further by a rep named Nathan.

I had made a complaint on sept.22, 2010 to report an abused of power by a supervisor. I hope this is taken in concideration due to the fact that on the 23rd I had to take my wife to the hospital because she went through the same situation yesterday. Because her supervisor [wilmarie aponte] used an inapropiate languange, was screaming at her, and also practicaly forse her to leave work. My wife had a nerveus breakdown also we were in the hospital for 5 hours because they put her on medication to calm her down. I will like to add that the management is aware of her behavior also about 5 to 7 emplotees had written letters with complaints and nothing is been done.

I'm writing to let sears corporation that in this particular store is being use an abusive conduct towards the employees from a particular supervisor. I think that been one of the biggest corporation in the united states this should be solved as soon as posible. The supervisor uses bad words arrogant manner, misused of power, talks to people as if they were little kids, takes her personal situation to the job site and treats employees like she's the boss and they have to do whatever she wants.

I think people are not slaves and also she doesn't respect anyone who's under her management. This should be taken in consideration do to the fact that these are hard working employees and they deserve to be treated better.

9/22/2010

I purchased a pair of prescription eyeglasses with anti-glare in May 2010. Permanent water-like spots developed all over the lenses which couldn't be washed off with mild soap or the glasses cleaner Sears provided. I have returned them as defective per their direction (defective anti-glare coating diagnosed), and it has taken 30 days and I still don't have them back. They're not good a communicating, and their store manager is always off at another store and too busy to remember to return calls. Now, my newest glasses that I purchased through them August 2010 are developing the same problem. I'm waiting to get my other pair before I report the issue with these. I wouldn't be so upset if they were a) more responsive b) more timely c) this wasn't happening a second time.

Note that my email complaint to Sears Optical came back, directing me to go to US Vision, as that's who owns either that particular location or all locations.

I am very upset, I purchased a Kenmore side by side refri, on my reciept it states "hook up ice maker". the dely guy said he could not because i have to have cooper tubing, I purchased a new kit which was Poly tubing. He told me I would have to get a plummer?bull...
My old refrig I had approx 15+ years it had a ice maker which I never had to hv it service it worked fine..I dont understand, I am retired, my gift to myself was to get a side by side, mostly for the front ice maker
with it different feature. Now it sits here with no ice maker. I ctc so many dept. and no one can help, one guy told me get your husband to hook it up..I have no husband..why would he say that. if you request a call log, you can see how many depts I talked to today. Well paying a plummer is just not in my budget. HELP HELP
Thanks you for any help u may provide.
last monday they deliver the wrong size refrig. and had to take it back after i gave Larry(your saleman the Measurements.

Tran#1587 pg/store 10 01924 if this will help

Christabel Spaulding 218-14 137th road, Jamaica, NY 11413

Purchased this Kenmore built-in dishwasher Model [protected] March 2008 on sale for $ 368.00 (was $577). Installed the unit July 2008. Two years later, dishwasher stopped working July 2010...Paid $ 60 to discover that the motor was burnt out. Cost of repair with initial service call $ 325...88% of the cost which I paid for it. Sent a formal complaint to Dene Rogers, President and CEO, Sears Canada indicating that I expected that a dishwasher with the Sears Kenmore name of it should last more than two years (only one year warranty, of course). Never did get a response from this guy. Sent a copy of my letter to Frigidaire (who was the manufacturer)..no response from them either. (What's new) Contacted Sears Customer service twice before they responded. Told they would look into it. A month later, they offered me $ 100 towards the repair or the purchase of a new dishwasher. Needless to say, we declined the offer. Didn't want to buy another piece of junk from Sears. After dealing with Sears from over 50 years, we decided to terminate our business with them.

Well, what a garbage I bought at Sears? Where should I begin? I cannot believe the morose attitude I got from Sears customer service. I bought Bissell Upright vacuum cleaner and it was fixed twice. Twice it hasn't picked up the dirt, and twice the handle on the back was falling off. The first time I brought that vacuum cleaner, the store manager refused to send out for repair, even tough I had bought a protection agreement for one year, The store manager (electronic department)told me me that I abused vacuum cleaner. Anyone care to tell me how? Sexually, perhaps? It took me to contact Better Business Bureau, and they forwarded my complaint to Hoffman Estates Sears corporation. Finally, the manager from Sears corporation ordered manager from my local Sears store at Chicago, to give me new Vacuum Cleaner of the same brand. This garbage also got broken within a year. I only vacuum twice a week, my two-bedroom apartment. Again, vacuum Cleaner got broken, the same machine doesn't pick up dirt, and handle at the back falls off. Brought machine back to Sears on Sept, 3rd, 2010. I called back on 14 of September, got answer that my Vacuum Cleaner was fixed and back at the store. When I came there on Sunday, to my shock I found out that the machine is not there. Manager has no clue who answered that machine is back at the store, even tough the answer came from 1800 number of Repair Sears services. Finally, got my Vacuum cleaner back on 9/14/10. Vacuumed my apartment on 9/15. Guess what? Cleaner worked fine, except, when I tried to clean machine, the dirt canister wouldn't open. because gray funnel is either broken or doesn't belong to this cleaner. On 9/16/2010 brought my cleaner back to the store. Manager accused me that I used it for commercial use, like cleaning up flood. Where would that be at Katrina's flooding last year? Anyway, Customer service sent it back for repair with Recall message, meaning that the vacuum cleaner should be given to me as a new machine. I don't know, i will have to wait another 3 weeks to get it back. I demand new machine or gift certificate for a new machine. Fix it correctly, For Goodness' sake!

Now, I have a huge headache! Where is my Tylenol?

Sears representative said Sears would not do a " piece meal" and would not do my home vinyl installation just as I shook his hand in meeting after being at my residence for four or five minutes and showing up one and a half hours early for the appointment. He then said he would do it for $5000 even before he done any measurements. He then done some measurements, sat in his private, unmarked vehicle/van for awhile and told me later he could do it for over $11000. I told him I could not do that especially for $6000 more than his first quote and he said "I know you dont think Sears is Bogus or you wouldnt have asked me to come all the way from Pensacola" . I didnt ask him to come from Pensacola and I told him I used to think Sears was Bogus and he then got very very enraged calling me names and pointing fingers as he began to leave telling me he was Sears and they paid his bills. I had already told him Im glad he gave me an estimate but I cant pay over $11000 to do it. He got mad when I told him I already had a lower quote and I usually do 3 or 4 quotes at least. He asked me first about my other previous quote. I had to tell him to leave he was so unprofessional and enraged about something I must have said.

I ordered a fridge from sears. The day it was to be delivered it was severe weather and they never called or showed. I could understand them not wanting to deliever in the weather, but they never called to reschedule. I had to leave town the next day and tried calling them to see when they would reschedule. I never got a hold of an actual person and kept calling. I finally got a hold of someone two days later and they said oh we rescheduled for tomorrow you need to be there or we will have to charge you a restocking fee and another delievery charge if you are not there. I had to come back to town to wait for them.
My house is being remodeled and I told them be careful with the cabinets they have just been refinished but the counters were going to be replaced. Well low and behold they gouged the cabinets in several different places on the fronts where they can not be hidden. Some of the scratches are 8" long and very deep! I went into a local store and the lady was SOOOO rude and said I cant help you. I had to return that fridge because it didn't work out for us and ordered another one. They were supposed to be picked up and delievered on the same day, well they came and picked mine up, , , , didn't bring the new one.
In process of removing old fridge they ripped the metal in my new front door and ripped the arm to hold it open off. When they couldnt fix it they took their hammers and just kept beating the door.
I received a call about delievering the other fridge and they said it would be another week! I said that would not do and the lady asked if I had children. I said what does that matter? She said "If you don't have children then you don't need it." Wow!
I had filled a repairs claim wiht Sears and they said the payment for repairs would be here in about 2 weeks, , , , , , , now 4 months later where is my repair charges and why is my stuff still destroyed? Never will I walk into a Sears again and let EVERYONE know about what they did. I am not one to wish bad on others but I hope Sears horrible service leads to them crumbling in this economy. They do not care for their customers so why should we care for them?

September 11, 2010

To Whom It May Concern,

I purchased a grill cover and after I received my new grill I noticed it did not come close to fitting.The grill cover was two times the size of my grill.
I returned the grill cover to Sears. I was told I could not get my money back because I did not charge the purchase or have a receipt.
The grill cover was on sale and the sticker price was on the grill cover package. The grill cover fits into a clear package bag with three snaps.

The price was clear they just were trying to show their authorty. I really do not know. I come into the store every day and walk at the mall. I occasionally buy things from Sears. You better believe I will never purchase a thing from Sears in the future unless this problem is fixed.
I looked through all my reciepts and I can not find the reciept for the grill cover it was only $12.00 dollars. I left the grill cover at the store and I told them that I had no use for it. They did not say a word they could care less.

I talked to the store manager, I did not get her name but she did nothing to keep my business. Do your managers have any training at all in customer relations. All she did was follow the store rules with no concern to repeat business.
I never complain without asking for a resolution just give me a credit for $12.00.

Sincerely,
Willis D. Barlow Jr.

We are customers at Sears a long time and whenever we order online there have been problems with products and delivery which is never exactly on the date they said. Worst of all is that when the call has the customer service they can never answer questions, so we were transferred to the national customer service and they either do not know so I try to explain that their work is to help me and she hangs up. .."###"... Beautiful service ...This company is ###, they are so big that customers are treated like ###. I buy an elliptical machine for $ 400 + tax + shipping $ 60 they told me that delivery is for September 11 2010 and when I call for national service they told me that the article has not been assigned to a truck yet. WTF I pay $ 60 shipping, I spend my day waiting at home. In this moment I am waiting for 45 minutes on the phone with the shipping department and I did not talk to anyone since. This company should be ashamed ! Sears is over for us. Nothing good to say about them