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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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Newest Sears reviews & complaints

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11:17 pm EDT
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Sears lack of knowledge/ flirtation

I went into the sears auto center at columbus, ms. yesterday fri. 17 th to purchase a air compresser. After asking the sales person a few questions I knew right away he had know clue about the product. I pick a compressor after some thought and went to pay. I wanted to us use my rewards points. After about 15 or more min. I was told I could not use the rewards because I didnt have a sears card. I was told I should have gotten a Card when I purchased my lawn mower some two months before. so I go back to the main store and there I was told that sears did not issue cards anymore and that I would have to get my pin # from my email. So I go home and get the pin # from my email and return to the store today the 18th. I get the compressor and take it to the check out counter and tell the assoc# 531939 that I want to use my rewards points. When he told me the price I knew he had know idea about rewards points. I had given him my pin# for my rewards when I told him I wanted to use my points. After 20 min with the help of another assoc. I finally got the compressor. The other assoc. whos # I did not get was flirting and making remarks to my lady friend . She did not appreciate what he said nor did I. He said I bet u get spoiled on ur birthday. He also said to her as we were leaving for her not to spoil me to much which is none of his business. He came to the counter as we were checking out and talked to her most of the time as I making the purchase. She was standing right beside me so I had no problem hearing the conversation. The assoc. that was doing the flirting was working fri. but I did not get his assoc no. as I said. I dont think u will have any trouble finding out who he was as there was only two of them working. Im sure there story will be different. Yes u may call me if u would like or email me.

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clb1973
Jacksonville, US
Jun 19, 2011 7:44 am EDT

The comments were wrong. You go to sears to purchase products, not hear comments about your woman.

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jbfirebird
nowhere, US
Jun 19, 2011 1:24 am EDT

i would guess that if it was a female saying the same exact thing in the same demeanor, there wouldnt be an issue?

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jbfirebird
nowhere, US
Jun 19, 2011 12:50 am EDT

thumbs up arch. personally, the remarks said really arent that flirtatious. depends on how you take the comments. for all you know, he is just trying to be friendly. no one knows they are wrong unless you say something.

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10:10 pm EDT
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Sears wants ssn & dob on a.com

Recieved a new CC that is through CitiBank.
Registered via phone. Then wen on-line to update stuff, and it wants my SSN & DOB on a .com site.
No way will I do that, and they have no way to complain to them unless I do register (meaning giving them this info).
Bah Humbug.
Called the number on the CC and got "...that is the procedure..."

Sears had lost me as a customer and cc holder.

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3:51 pm EDT
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Sears Unrealiable

Bought this washer and drier set in 2008. Worked well until about 6 monthds ago and began getting the F1 message intermittantly. Called Sears and they said it would be a charge for the controller board and the service. Checked on-line and found it was a common problem and began discussions with sears until they finally released the recall information.
Then the Spin cycle started sounding as though the Washing Machine was going to take off into ordbit. Whem the repair tech arrived and took ten minutes to install the controller board, he admitted the sound is the bearings in the tub are going out and need to be replaced. Three years (possibly 4) old and the bearings are now going? We scheduled an appointment (he carried no parts because they are contract repair to sears. The tub has a 10 year warrantee but the service is 137.00 labor. I called sears to inquire about letting go of the service fees since it appears it is a manufacture problem and the person (Casey) I spoke with acted like I was speaking a foriegn language and did not understand what I was asking and tranfsferred me to the thrid party service group who finally understood and told me I had to call sears to get the charges dismissed. Start of the run around tactic.
Seems Sears has lost the customer satisfaction direction and do not want return business or favorable recommendations. After I get this fixed, if anything else goes, it will be time to look into some of the class action suits against them, and pledge to get rid of this trach and never buy from them again. They support nothing, especially their customers.

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7:34 pm EDT
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Sears furniture

I hope the following can help prevent at least one person from ever purchasing anything, especially furniture from Sears Canada.

We purchased a number of Natuzzi leather furniture items to furnish our basement. The problems started with delivery - almost a week late. Beyond that, the delivery people would not move the furniture into my basement even though we paid for delivery so I had to enlist my own help to get the furniture out of the hallway of the main floor and into the basement.

It wasn't too long before the leather started to separate from the foot-rest when the recliner was extended on 2/3 chairs and the sofa. I took it upon myself to just fix it... pulled out my staple gun and problem solved. The real problem started a month or so ago and the hardware for the recliner in the sofa is broken leaving the sofa back always in a reclined position. This furniture gets used only every couple weeks or so whenever we watch movies and I would think that a sofa that is only two years old with minimal use would last longer... especially given the cost.

I submitted a request to Sears online to have someone come out and look at the problem and fix it. I was told there is nothing Sears can do because it was no longer under warranty. Well guess how long the warranty was expired before I reported the problem... yep... 1 WEEK!

Again, I complained about how ridiculous it was that they would not stand behind a very expensive product that was only a week beyond warranty. I am told there is nothing they can do and that they have to follow their procedures and policies.

If a company is not willing to look at least a little outside the box and stand behind the product they sell then they should not be in business. The service has been pathetic and rude and this is a huge slap in the face considering the dollars that were spent there only a couple years ago. I will never purchase a single item from Sears and I will do my best to let everyone I can, know that Sears will take every opportunity they can to back out of doing the right thing no matter how much or little you spend.

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Once Again
Calgary, CA
Aug 14, 2012 4:33 pm EDT
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We have also stopped shopping at Sears, no warranty They tell a good story, but come up short.

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4:19 am EDT
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Sears Ruined Clothing

We purchased our Kenmore Front Load Washer and Dryer less than a year ago. For the last several months our clothing have had black streaks/marks showing up that will not come out. We have lost in excess of $500 CAD of clothing at this point. Sears has sent their contraced service company out twice to fix it. They have replaced the washer bearing and drum as well as the felt/liner in the dryer. While the contractor has been out twice to fix it I have stayed home 3 days from work because for one of the appointments they made, and that they called to confirm the day prior, they didn't show up for. They called the day of the appt at 2 p.m. in the afternoon to inform me they weren't coming after all as they were going to order parts. When I expressed my disastisfaction with the company the woman on the phone responds by saying "We're bad aren't we"? If I could have reached through the phone at that moment... ! Unbelivable. Unfortunately they have the contract for Sears and if I want my appliances fixed I have no choice. Well.. Sears -- here's my choice. My choice is to use every public forum and social media tool there is to let everyone else NOT TO BUY FROM SEARS!

When I called Sears to complain that my washer/dryer are still not fixed and in fact a new problem has shown up whereby it is not spinning or rinsing clothes. The customer service agent said the only thing they can do is to have the service company come out again. That will make 4 days I have stayed home from work. At this point SEARS owes me as the cost of me staying home is more than the appliances are worth and especially when you add in the cost of the clothing to replace it. The rep. also said they won't discuss compensation for my clothing until the problem is fixed. Yes you heard it correctly - keep ruining clothing until they figure out what is wrong. So the bill could be $750 or $1000 or higher in clothes alone by the time they figure out what is wrong.

So, continue to frustrate the customer, inconvenience them rather than just replacing the obvious lemons they sold me. Nice. I have been a Sears customer for the past 30 years. But I GUARANTEE these were the last SEARS appliances I will ever buy unless they resolve this situation by replacing the appliances and personal apology from the president of the companyw ith a promise to address the obvious customer service issues they have. And since I know that will happen when HE** freezes over... I guess they lost a customer.

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mikeblaze1448
Whitby, CA
Jun 20, 2011 7:13 pm EDT
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I too, have had a lot of trouble with Sears, and no longer shop there. Their service is terrible and so is their products. I have a Kenmore stove that has been nothing but trouble.
Never will walk into a Sears store again!

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1:57 pm EDT
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Sears eye glasses

I needed a new pair of bifocals, since my other pair had broken. I knew they were expensive. My vision plan is only available at some stores and Sears happened to be one of them. I had my eye exam and then checked out the glasses. I had reservations after I had visited with the salesperson. She seemed rather lazy, but I blew it off. After I ordered my glasses I waited about a week and they finally came in. I was excited until I put them on when I got home. They seemed to not sit correctly on my nose and it was difficult to see out of them. When my husband inspected them, he noticed the bifocals were way off. I took them back the next day and waited a week. I picked them up and they alright, so I took them home. They just weren't right. When I had my other pair, I could see out them perfectly. With these new glasses, it was difficult to see out of them. My husband noticed they sat crooked on my face. I had to drive the 15 miles again to the store. The other salesperson there was lazier than the first. She rolled her eyes when I told her the glasses were crooked and the nose piece was crooked. She adjusted them, but actually made them worse. My husband took a look at them and noticed that the bifocals were still crooked! I couldn't afford to keep driving back and forth. I need my glasses to read and for my job, yet I wasn't able to use them for two months. I looked on the back of the receipt and it states the Sears "satisfaction guaranteed" --90 days with receipt and I also checked out the Sears optical website and they also state satisfaction guaranteed. I went to the store, again, and told her the problem, told her my glasses were useless, that it would work better for me to get a refund and go elsewhere for a pair of glasses that would be useful for me. I told her that it was disappointing to spend 250.00 on a pair of glasses that I can't use and that I had to resort to my dollar store readers for the past two months. I told her that I had taken my glasses to two other optical shops and they said the frames were crooked and the bifocals were so crooked they would have to be sent in and have a new bifocal put in. She rolled her eyes and was argumentative with me. That was disappointing because that's not a way to deal with customers. She said they can't just give a refund. They have to try to correct the problem. I told her that it 's not acceptable for the glasses to come back the first time with crooked bifocals ( I have never, ever had that problem at any other optical shop) and worse yet, to have them come back "fixed", but still crooked? I just told her Sears already tried to correct the problem once, and I'd prefer my refund. She said "well, I have to take 25% off for a restocking fee IF the district manager approves a refund because the lenses are no good to anyone else." Hmmm.. I told her that the lenses are no good to me, let alone anyone else and the glasses were useless. I also mentioned that I'm not paying 25% restocking fee when I have to return a product that is defective! It's not like I was returning it because I didn't like the color. She was very rude. Finally, she called me back several hours later and said she could give me a refund. Yes, another trip the store, but worth it for my refund. Now I have to hope she was capable of crediting my card. I should also mention that the receipt Sears optical uses is the same receipt the rest of the store uses. According to the back of the receipt "satisfaction guaranteed or a refund or exchange." She said they have a different policy. I told her that they should then either use a different receipt and post THEIR policy up. I also had talked with the Sears manager and she said the same thing, that the optical shop just leases from them and that they have their own policy, but the guarantee is "sort of " good, but that it means that they have to work with you on fixing the glasses. I told her that I didn't see that printed on the receipt.
In summary, if you used a credit card to purchase eye glasses and Sears isn't working with you, try the dispute resolution. Don't wait too long because there is a time limit. Contact the Better Business Bureau and let them know, too. I will never purchase eye glasses from Sears again. What a hassle!

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John, Who Deserves Better
, US
Aug 22, 2012 3:21 pm EDT

I just came back from Sears Optical in Plano, Texas. 30 miles from my home but still the closest one to me. I was there because of the t.v. ad promoting 2 pairs of glasses for $99.00 (including bifocals). As my wife and I walked into the store, we heard some very unhappy noises from a customer who was still making complaints in a loud voice as he left. I jokingly said, "I hope our visit goes better than that." Well, it did not. Without recreating the entire dialog I will say, "BAIT & SWITCH". Not because I did not get what I wanted for the price I wanted. But because after I was through talking with the manager, I could tell that they knew before I got there, they were not going to sell me a single pair of glasses for anywhere near $99. All of her comments were laced with excuses. As someone who has been trained in sales and negotiation, I could see what was going on. I felt set up by the Sears t.v. ad. And I could tell that the store manager knew what the game was. After my visit to Sears Optical I came home frustrated over the waste of gas and time, I went on line to research the company and realized that I was not alone. I am now grateful that the manager was not "slicker" and I did not get drawn into a relationship that may have proved even more frustrating and costly. I guess Sears isn't even trying to pretend that they deserve the reputation they once held with their customers. As for me...Sears is a dirty word...Not Goin' Back!

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ABO Certified Manager
Amarillo, US
Aug 29, 2011 6:36 pm EDT

Sears optical is a part of the Lenscrafters group, parent company Luxotica. I suggest to anyone needing glasses to purchase them from their eye doctor. His professional license is on the line when he allows improperly made glasses to leave his office. There is a reason many states REQUIRE ABO certification for anyone to work in the optic field. It sounds to me that you are having adjustment issues with the prescription written. Many people do not get their eyes checked regularly- once a year is the recommendation. Bifocals are only effective to a distance of 10-15 inches away from your face. If your Rx changed and you use them at the computer that could be part of the problem. Your bifocal strength is too strong for computer usage. You must tell your examiner this information before they write the RX. Bifocals also do not sit in the middle of the glasses they are slightly closer to the nose area as the eyes travel inward to read. Anytime the Rx changes, top or bottom a person will see the line or the side distortions, if they wear progressive lens, show back up. I suggest to anyone wearing glasses to have them adjusted for a comfortable fit before they leave the store. If making a new purchase and you are a bifocal wearer have them adjusted BEFORE the lens is made as raising or lowering the adjustment changes the position of the bifocals making them higher or lower depending on the height of the nasal adjustment. Take the glasses made back to your DR. and make sure the Rx is filled correctly anytime you have glasses made. Most Dr.'s do not charge for this service.

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Sears balance payoff

I activated my Sears Accountcare benefits for unemployment. I called today to ask why my account balance hadn't been canceled after 6 months of unemployment per the policy benefits and I was told I had the 12 month instead of the 6 month balance payoff policy. I said when I signed up there was no 6 month or 12 month option, it was only 6 months; also, the website only mentions the 6 month balance payoff. I was told, too bad, I had the 12 month policy. I have never heard of the 12 month balance payoff option until I called today. It seems I must have signed up for a "secret" policy that was not clearly explained or I was changed to a 12 month policy after I signed up for the program.

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Janice Bates
Alexandria, US
Jan 25, 2012 12:23 am EST
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Sears Credit Card Account was closed with balance owed. Although I continue to make payments every month ...Citicard continue to allow Sears AccountCare to bill every month against a closed account, thus causing me to go over the limit. Account Care knows that this is a closed account and still continue to bill to account and it being accepted by Citicard.

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arenaland
Norton, US
Mar 19, 2012 7:32 pm EDT
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I caught htis to late. I could only go back 1 year. The amouts were $70 and change up to $81 and change. I NEVER asked for this. 1 CS agent told me I asked for 6 months ago and the other told me it was when I opened the account.

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Sears rescheduled appointment

I had an appointment for a washing machine repair scheduled for 6/13/2011 between 1 and 5 PM. At 3 PM Sears called to say that they were overbooked and would not be able to fix the machine until Thursday 6/16/2011. I spoke to customer service. I was read a prepared script and told that they could not offer me an earlier appointment. I took a day off from work for nothing. SEARS SERVICE is the WORST! Shop somewhere else if you expect appointments to be kept.

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Philip Gitterman
, US
Oct 13, 2017 3:53 pm EDT
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My name is Philip Gitterman. I have 11 warranty contract with Sears. I have been having problems since July 27, 2017 up to today. I have called and called Sears for my Central Air conditioner that I have a warranty on. Sears has cancelled four appointments on me including Oct. 13, 2017. I get transferred to warranty, HVAC, Customer Services and all I get is the run around. Three Sears Service technicians can out on appointments and stated that they could not repair this system. The warranty department gave me authorization to hire contractors and they also stated that this system cannot be repaired. The last technician from Sears stated the system cannot be repaired. He called the stack unit afterword and advised them of this, that they told him to get a condenser which he called around and did not have it. Oct. 2, 2017 he came out and again they changed my appointment. I right now have been contacted the local TV station on this problem. Sears is cancelling my appointments left and right. I have been dealing with Sears for over 50 years, 28 of them with warranty contracts. I just recently extended my contracts in August for three more
years with a cost of $3, 900. This is the worst I have with sears services on my Central Air conditioner. Like I said they cancel my appointment left & right. The contractors that I was authorize to hire both stated the system cannot be repaired and the three Sears technicians also stated that. I have an e-mail from Sears stating I requested this system be replaced over two months ago with no response. The Stack department is playing games with me on this. I have made over a hundred calls since this started back in July, 2017.

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Philip Gitterman
, US
Oct 14, 2017 10:14 am EDT
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My name is Philip Gitterman, 725 Arlington Road, Narberth, PA. 19072, [protected]. I only ask for them to send someone out to verify the three technicians from Sears that have been here in August thru Oct. 2, 1997 and the two pre-authorized contractors that were authorized through the warranty department stating that the unit was nor repairable. Please call me on this or e-mail me this. They have set up another appointment on Oct. 23, 2017. I hope they send out a technician on Oct. 13, 2017 and do not cancel again. Under my warranty contract this unit is warranted to be repaired or replaced if they cannot fix it.
Thanking You
Philip Gitterman

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Sears warranty wasn't explained correctly by the sales person

I had Air condition warranty agreement with Sears over 6 years for 2 unit, last week when i called in for tech to check the Ac he told me that I didn't have for the Electric furnace /air handler covered. I was upset meanwhile i renewd my Ac warranty for another 3 year when the tech told us about this issue we called back the same day to confirm the sales person said there is not such a thing for to get 2 more unit warranty, the tech came back to fix the problem he issinted that if somethign happens he can't fix it, I called and they told me yes i have to buy anothe 2 unit warranty.
for more then 6 years they came they fixed inside electric furnace and no one told me that i wasn't covered.
Sears said they were sorry about it and they can only give me $25 gift certificate for the sales person didn't explain to me correctly i refused it and canceled all my warranty service.

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Sears inappropriate hiring practices

This is the letter I wrote to HR Director. I doubt they will ever answer, or do anything about it.
Sears Holdings Corporation
3333 Beverly Road
Hoffman Estates, IL 60179
[protected]
Dear Human Resources Director,
I wish to make you aware of a situation that took place over the past week, when my son interviewed at the Sears Store in Vineland, NJ.
My 20-year-old son is two credits away from his BA in Criminal Justice/Forensic Science. He was awarded an internship to spend a few months this Fall in Washington, DC. This would not only give him ten more credits more than he would need to graduate, but it would give him valuable life and career experience. He has a 3.6 GPA, and likely would be better suited to be the interviewer than the interviewee.
Jonathan, my son, went in for a first interview for a cashier’s job, part time, last Tuesday. The “manager” interviewing him was unable to read the questions from the survey, and unable to write the answers to his questions. Jon came home and commented to me, “this is the first time I ever saw an illiterate supervisor.” My son was so embarrassed for this “manager” that he almost offered to take the pen and write the answers down for him.
The “manager” failed to mention the internship in the written survey, and my son was called in for a second interview today, June 7, 2011. Another Manager, named Scott, appearing more literate and professional, interviewed him this time. When Jon mentioned the internship, the Manager said it was not mentioned on the report, and because of it he would not consider Jon for the job. At that point, my son enlightened this Manager of the details surrounding his first interview, including the other “manager” being unable to read and write. The interviewing Manager appeared very surprised, but I don’t know why he should have been given the elaborate application/interview/screening process your company has on its website!
I am concerned by this because I have retired (due to a disability) from teaching after 26 years as a Chemistry teacher. I have taught honors middle school, high school, and served as a college adjunct. I taught 19 years of my career here in Vineland, and I am deeply embarrassed by the likelihood that your disgraceful “manager” was a product of our local public schools.
I have trained both of my sons in how to present themselves in an interview, how to write a resume, how to apply for employment. It is usually the complaint of employers that graduates of high school/college are not equipped with the skills to obtain employment. This is the FIRST TIME I have ever heard of a “manager” poorly educated for the task of hiring employees, and for the demands of his job, which should include reading and writing. HOW did this person get his job? WHY is this person still in his job?
If my son would have to work for an uneducated “manager” such as this one, and spend his entire working day cleaning up the messes this illiterate left behind, it is a good thing he did not get the job. Had your management people had any foresight, they would have looked at my son as a potential Loss Prevention specialist, or a supervisor, and hired him on to train him in the summer, to return to the job when his internship ended. Jon has already had two interviews with companies interested in placing him in Loss Prevention when he has his degree in hand (December 2011). Perhaps jealousy or intimidation kept them from taking a chance on a very intelligent, polite, hard-working young man, who would be a trustworthy, valuable asset to your company.
Sears used to take chances on college students, giving them an opportunity to work while they were in school, then hiring them into higher level positions when their education was completed, making them career employees. Now it seems that the opportunities go to those who are without skills, without an education, and who do not check the “white” box in your survey. With employees and “managers” like the one interviewing my son, it is no wonder that Sears is losing retail market share. I can tell you as a certainty I will never shop in the Vineland store ever again, knowing that it is run by management that would lose if they participated on the show “Are you Smarter than a Fifth-Grader?”
Hopefully you will get with the program, and give your “managers” literacy tests before you turn them loose on the public.
Thank you.

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Upset husband from Florida
Bonita Springs, US
Jun 09, 2011 12:37 am EDT

As to reference to the stupidity of the Sears Holdings Corporation and how they think, Icompletely understand the frustration of Vineland, NJ.

My wife was a "Registered Pharmacy Technician" at a local Florida KMART (which is part of the Sears Holdings Corporation) for over 4.5 years; until they figured out a way to fire her w/o having to give her all the Sears Benefits she was rightfully entitled to receive as a F'/T Hourly Associate.

Prior to all this, we tried to get the Store Management, the pharmacy manager, the pharmacy division manager etc., to notify Sears Holdings Corporation/HR Department to change my wife's "Work Status, from a P/T Hourly Associate, to a F/T Hourly Associate", but to no avail...they won...

Regards,
Upset husband from Florida

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Sears Oven will not heat up and element Light will not shut off

I purchased a Kenmore ceramic stove in 2007 recently I have noticed that the element light will not shut off and my oven is not heating up like it should. I purchased from Sears because they were so highly rated with Consumer reports. My stove is only 5 years old and I am so disappointed that this has happened we are going to have to pay $129.00 for a service call that does not include any parts that we need. I feel that a stove only 5 years old should not be doing this, my old stove which was not Kenmore lasted over 15 years without any problems. I will not be purchasing anymore appliances from Sears unless you correct this! Thankyou

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Judylynn Snow
, US
Apr 23, 2016 6:46 pm EDT

PS...Sorry that should say 2 years and 2 months!

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Judylynn Snow
, US
Apr 23, 2016 6:44 pm EDT

Hi. My name is Judylynn S. I have owned my Kenmore, model97C6332 for 2 yes, 2 months. This past month or so I have noticed that it doesn't come up to the temp I have set. I know this because I bought an external gizmo and placed it in the oven to check. Pretty upsetting after owning for such a short time!
Now I'll have to have a service call and pay up.

I'll get a service warranty next time, and not buy a Kenmore.

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Don A.
St Charles, US
Apr 01, 2013 5:18 pm EDT
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I have a Kenmore glass top stove that I bought at Sears because they are supposed to have good appliances. However, the oven takes 17 minutes to get to 350 degrees. Why is that? Is that the way it's suppose to work?

Any help will be appreciated
Don A.

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Lori Dean
Lakeland, US
Mar 08, 2013 10:52 pm EST
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I have a Kenmore glass top electric stove the burners all work and control panel comes on for oven and broiler however oven nor broiler will not heat up. stove only 5 years or less very disappointing. not sure what problem could be.

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tam8365
port huron, US
Jul 12, 2011 6:39 am EDT

i also purchased a kenmore gas stove in 2007 and i am having the same problem as the people above .the heating element does not work, it takes a very long time to heat up, if it does at all, and when it does it will stay on for a very long time and you get a strong gas smell which is not safe for anybody in the house, it can became so strong last night we had to leave the house. i purchased from sears because my parents and grandparents always did . all my appliances are from sears and i tell my children to buy from sears as well but i have had several problems with the refrigerator bought the same time and now this, i also will not be buying from sears as well as not sending my children there anymore if this issue can not be solved by sears. sears was built on generation of families buying from you but if products are bought and do not last or have continual problems then you can bet no parent or family will suggest to another to buy from you. if you can help with this issue please email me at tam8365@ymail.com.

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Jena Ray
San Diego, US
Jun 19, 2011 3:18 am EDT

My name is Jena Ray, I purchased a Kenmore ceramic stove top in 2008 and the element light stays on even when the stove top is cold what should I do. Is this dangerous? Should I be concerned for my families safety? Please advise. at Jena.Ray@doj.ca.gov Thanks

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11:11 pm EDT
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Sears plumber that sears contracts out

I am an employee of the "Nevada state Contractors Board" in Henderson, NV. I purchased a soft water conditioner for a rental home that I own. When the Plumber arrived, I was not there, my tenant was home. My tenant informed me that the plumber (Union Plumbing) said immediately that he could not install the water softener because the plastic tubing was 3/8" and it has to be 1/2". My tenant asked him how much it would cost to change out this tubing. The Plumber's response was $500.00. He then told my tenant that unless he had this $500.00 of tubing replaced, that "Sears" would not honor the warranty on the unit. My tenant called me immediately and I told him to tell the Plumber to take the water softener and leave, which he did. I then looked up Union Plumbing on our investigation system and he has numerous complaints against him. I went back to Sears and told the salesperson to send another plumber and informed her of all the complaints. They did send another plumber a few days later (Active Plumbing) . Active Plumbing was in and out of the house within 30 minutes, did great work and never mentioned anything about tubing. My tenant said the water softener is working great. When I came into my office this morning, I informed one of my investigators of the situation and told him that I was also going to send this e-mail to your company. I work in the Investigations Department and deal with contractors overcharging and doing unnessary work and ripping off homeowners every day. I thought Sears should be informed of this. You are welcome to call me at my office if you choose to, my info is as follows:
Janet Brinkley, Nevada State Contractors Board, direct work number [protected] Thank you.

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6:22 pm EDT
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Sears nothing in stock

I went to Sears to put a Garden Oasis Lighted Gazebo ($699.00) on layaway, and when the gentleman who assisted me went in to the computer to put my information in, it showed that the gazebo was not in stock. I then chose a different gazebo, and the same thing, that one wasn't available either. The gentleman proceeded to tell me that out of all the gazebos Sears has for sale, there are only 2 of one model in stock at this time..only 2 gazebos in stock! He said that they haven't sold many because the manufacturer hasn't sent them. He went on to say that he had three customers last week wanting to buy gazebos, but couldn't because there weren't any in stock! Before I left the store, I bought a garden item, and the cashier asked me if I had any luck with the gazebos because I had originally asked him for assistance, and he called someone to assist in the Garden Center, and he said that he knew of two people a few weeks ago who left disappointed as well, for the same reason! this is absolutely unacceptable! Sears is advertising a product in their weekly ad, week after week, offering layaway, and they don't even have the product! I will go somewhere else!

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JKDE
, US
Jun 06, 2011 8:57 pm EDT
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It's because the manufacturer hasn't sent them.

Sears puts in ad's based on what stock they are supposed to have on hand.

Call the manufacturer and tell them your dissapointment.

They might be able to help you.

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5:14 pm EDT
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Sears cancellation process

To whom it may concern,

I cannot begin to explain how disappointed I am with your parts department cancellation process. I initially placed an order by calling and requesting a part for my Kenmore refrigerator (water filter #9002) the agent placed the order and at no time gave me cancellation requirements. I was e-mailed the order information, which did not explain your cancellation process.

About 20-25 minutes later I called back in to cancel the order. I was told to hold and was transferred. After waiting on hold again I was transferred again, only to be told abruptly that there was no way the order could be cancelled. I would have to wait for the part to be shipped and then call back in and request a return authorization, then once the part was back they would credit me back. I tried to reason with the agent but they would not budge and wasn’t accommodating. I disconnected the call and went to the Internet in search of a complaint line for sears…only to find many of them. I called [protected] and chatted briefly with an agent only to be transferred again. I finally got to Nikia (#200246) she explained to me once they press the button it goes to the manufacture and there was absolutely no cancellation available.

So here is my complaint…your company is large and well known. To explain to a customer that has been loyal to sears that there is nothing they can do is unacceptable. I work for a large telecommunication company and deal with parts orders for customers. I would have bent over backwards to assist a customer that no longer requested an order. There is always a way to cancel it, even if it is time consuming.

So I asked for a way to voice my complaint and was given an address. I will post this online for others to read in hope that others will find out how difficult it is to cancel with your parts department. I guess in all honesty I will not even get a response from you so I will make sure I stop shopping with sears in general.

A once loyal customer
Shawn Smith

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Update by ssmith73
Jun 04, 2011 6:53 pm EDT

My wife ordered the part online for half the cost. I found out after the fact.

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girls3
Atlanta, US
Apr 09, 2010 10:59 am EDT
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I am very disappointed with Sears/Parts Dept. I order a part for my washer on March 14, 2010 and it arrived to me 2 weeks later as an Oven Switch. What ? Why was an oven switch sent to me instead of a washer valve? Good question! I called Sears and spoke with a Customer Service Representative and explained to her that the wrong part was shipped to me. Well, she replied with "we apologize for the inconvience that this may have cause but we can send out another part to you and charge your card again, then once we receive the oven switch then we will credit your account." What?...are you serious! Then she started apologizing again for the mistake and telling me that they could rest out the part too me. I told her that I want them to send me the corret part once they receive the wrong part back. I had been out of a washer for 3 weeks at that time. Now, you will think because of their mistake that they would rush me back out the part quickly! Not, I have been waiting for over 5 weeks now for a simiple washer valve for my washer. I found out tody 4/9/2010 that my account was credited for the amount of the washer part on 4/7/2010 with no indiction from Sears. I received NO phone call or email from Sears stating that they receive the Oven Switch and that they were not sending me back the correct part! I am very "pissed off" that they are very unprofessional about doing business with their customers. I spoke with a "so called" Supervisor today in Arizona that told me that they will not ship out my part because they credited my account and there was nothing they are I could do about but to re-order the part. What? Does any body care about my family and I have been without a washer for 1 month and we waited on Sears to deliver a part (that simple) to my house so we could have a happy home again:( I want everyone to know that SEARS is not the reliable company we once knew years ago as kids. Do not shop at SEARS for anything... especially for parts! They SUCK! Oh, the guy told me to write to the corporate office about my complaint. Of course, I will do that as well, but I'm glad I found this site.

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Python287
Neskowin, US
Jul 25, 2011 11:08 pm EDT
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OK here is the answer to Sears Parts - TopApplianceParts.com remember that website - and here is what you will get:

Sears Parts: $79.00 TopApplianceParts ; $ 22
Sears Parts: $77 TopapplianceParts $ 37

see the pattern - same item - big difference in price. TPA = great customer service- ships quickly- No BS!

Sears Parts = Horrible prices- expensive shipping - too much BS !

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11:01 pm EDT
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Sears breach of contract & horrible service

I bought a walk behind weed eater & the belt broke in less than 1/2 hour. When I returned it the guy got angry & beligerant right from the start & accused my wife & I of abusing the thing. when he did finally refund the money he charged a $57.00 restocking fee to our credit card. Now the clerk that sold us the machine assured us if we had any complaints with it return it within 30 days for a FULL refund. The other guy (I believe he's the owner) showed us the fine print on the back of the receipt that says he can charge 15% on special order items. This item was not special order. Anyway we don't see that receipt until after the transaction is through. so whatever terms are written on the back of that receipt are irrelevent. What is relevent is the agreement we had with the sales clerk at the time of the sale. He said 100% satisfaction gaurenteed or a full refund. & that is what I expected. What I got was hostility & $57.00 stolen from me.

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Sears worst customer service

I made the mistake of opening a Sears MasterCard, when I was offered a discount on my in-store purchases if I would open the account. I paid my first bill in full with a check in the store. When my second bill came, I tried to pay the entire amount on line. However, it turned out that Sears required a full week to 'verify' my bank account before I could pay my bill on line! If my bank account was so questionable, why did they offer me a credit card in the first place? I rushed to the post office with my snail-mail payment. The following month, I again tried to pay my entire bill on line. This time I couldn't do it, because they will only let you pay up to $1000 the first time you try to pay one line! Wait a minute -- why bother to check my bank account if they don't think I can pay more than $1000? And if I can't pay more than that on line, why do they think a physical check wouldn't bounce?! So again, I paid in full by snail mail. The third statement I received had a zero balance, but a $17.86 finance charge! For what?! I called customer service, and got an exceedingly rude representative, who gave me a song and dance about how they calculate finance charges in advance. HUH?! At first, 'Tiffany' said she would remove the finance charge, but then when I said I wanted to cancel the credit card, she said she couldn't do that after all, because 'the system' wouldn't allow it. Yeah, right. Of course, I have cancelled this credit card, but am still fuming. What a rip off!

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Pitter22
areson, US
Jun 23, 2011 4:33 pm EDT
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when I have complaints about sears credit card I always visit sears card blog
http://searscreditcardonline.net and they always explain me what to do.
They do great job

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4:23 am EDT
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Sears installation of garage door opener

In February 2011 I purchased a Sears craftsman automatic garage door opener to be installed in my Dad’s garage after he had undergone open heart surgery. I scheduled an installation online with Sears and took time off from work to be present for the installation. On the morning of the installation the installer who had been scheduled by Sears called to inform me that he did not service the area. After navigating multiple automated menus, speaking with numerous Sears’ representatives, and after waiting several hours, I was finally informed that the next available day for installation was 5 days later. I took another day off from work to be present. After the installers arrived 30 min late they haggled with me over the height of the ceiling and the placement of the keypad. After installing the opener it would not work. Again, after numerous calls to different Sears’ reps, a service tech was scheduled to evaluate the unit 2 weeks later. More time off from work. Finally, when the tech arrived he determined that the keypad had been damaged during installation. A replacement part was ordered and installed a week later. The entire process took 6 weeks. For the burden and inconvenience I was offered a $50 check and an extended service agreement. It is not likely that I will do business with Sears again in the future considering the inefficiency of the customer service department and the incompetency of the installation team.

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JKDE
, US
Jun 02, 2011 10:53 am EDT
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Sears service and installation is a joke. They waste customers time, and do lousy installations.

Good luck trying to get them to honor that extended service agreement.

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Sears deducted funds from card that were never charged

I had a transaction of $10.54 and another for $43.40 for a total of $53.94 which should have left me a balance of $21.06. According to Citi/prepaid card all I had left was $19 plus change. I then made a transaction of $18 which makes a total of $71.94. Later I found out that $3.06 was charged against the card because SEARS screwed up when attempting to place two on-line orders for me. I swear they are either in partnership to save money or Sears has some really inept personnel. Rebate cards are not worth it but if you do get one use it immediately and do it in person you might actually have a chance of getting the full rebate.

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Frank Eliason
Long Island City, US
Jun 10, 2011 4:47 pm EDT

Hi Bearwithme, if you feel like you are still owed something, I'd like to help you get prompt attention to this matter. My email address is below.

Regards,
Frank Eliason, Citi
Customer Service & Advocacy
frank.eliason@citi.com

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12:52 am EDT
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Sears extended warranty on tires

I purchased tires at Sears on [protected] with road hazard warranty, and when I had a flat that could not be repaired on [protected], with only 29, 685 miles on the tires, I could not find a Sears tire center in the area I was at the time, so I drove the vehicle back to Kingsport Sears store to get the tire replaced.

When I attempted to get the tire replaced, I was informed that the road hazard warranty was only good for 4 years and I had lost out by 10 days. The tire with a 60, 000 mile tread life warranty, had only 29, 896 miles at the time I got to the Sears store but was not able to be compensated via the road hazard warranty.

Since the average distance drivers drive per year is between 10, 000 and 12, 000 miles, the "so called" road hazard warranty only coveres a little over 65% of the tread life of the tire, which I find not too honest.

To make matters worse, since my tire only had 29, 685 miles on it when it failed, my road hazzard warranty was not even good for 50% of the tread life.

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lwolvi01
Avoca, US
Aug 24, 2011 3:17 am EDT

Im not sure what to do, I have purchased the road hazard warranty on my tires... Tonight i found a hude screw in my tire. It is not leaking air yet. Im not sure if I should remove it or have Sears do it...is it something that can be fixed or covered under the plan? What about towing?

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10:44 pm EDT
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Sears confuse and bad experience purchase

I have a bad experience with sears service recently. The service of sears canada is so confuse. I am frustrated.

Two weeks ago, I called sears customer service regarding the 60 night comfort guarantee of my new mattress which purchased in 2011 April. My new mattress is a reselect of defected mattress that i purchased on 2010 April. I have told the representative that the new mattress i have right now is a reselect mattress. The representative said i still have one time exchange base on the 60 night comfort guarantee even the mattress is reselect. I told her i would like to reselect the mattress in different sears store because i had a bad experience with the markville sears before. And i do not want to have any mistake happen this time. She said it is ok to do so and she will sent the note to sears and they will contact me soon.

Few days later, markville sears call me and told me i do not have 60 night comfort guarantee because is a reselect mattress. Therefore, i call sears customer service again to confirm that will i have 60 night comfort guarantee if my mattress is reslect. The representative double check for me and she said i will have the 60 night comfort guarantee. So i went to the store and talk to the sale person. I told her that i have called the customer service twice and they both said i still have the 60 night comfort guarantee. She start sound unpatient to me and keep telling me “No!” “The answer is NO!” “No!” when i am trying to explain my situation. Then i’ve leave the store. I was so upset and confuse.

Therefore, i decided to call sear customer service again which is the third time. I asked them to double check and make sure will i have the 60 night comfort guarantee. They have checked all my doucments. Also, they have asked their superior and they still said yes because the first mattress i had in 2010 is defected so i do the reselect in 2011. I went to the store again and talk to the sale person again. She said “No! The answer is no. This is the POLICY.” She called someone in front of me and she ask the person to put a note under my case that i will not have the 60 night comfort guarantee becuase of the “POLICY”.

I AM VERY CONFUSE AND UPSET. On the sears-o-pedic care, handling & waranty information, under the 60 night comfort guarantee it shown that ” AT SEARS WE RECONGNIZE THE IMPORTANT OF A GOOD NIGHT’S SLEEP. TO HELP YOU ACCOMPLISTTHIS WE RECOMMEND YOU TAKE A MINIMUM OF 30 NIGHTS AS AN ADJUSTMENT PERIOD FOR YOUR ODY TO GET USED TO THE COMFORT AND SUPPORT OF YOUR NEW SLEEP SET. IF AFTER 30 NIGHTS AND WITHIN 60 NIGHTS OF YOUR DELIVERY YOU FEEL THAT YOUR BED IS NOT AS COMFORTABLE AS YOU EXPECTED, PLEASE LET US KNOW AND WE WILL BE HAPPY TO ARRANGE ONE SELECTION EXCHANGE TO YOU.”.

I also do research online at sears web site and i can’t find any information about that “POLICY”. I have a defected mattress and i spent more money to reselect another mattress in APRIL 2011. I am not comfortable with this mattress so i call customer service to ask about the 60 night comfort guarantee. They said yes and i went to the store but she said no. I am so frustrated and upset. It is so comfusing.

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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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