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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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6:27 pm EDT
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Sears parts and service department

A week a go I ordered two parts to repair a lawn mower. I ordered on part while at the Sears Parts and Service Center (White Oak shopping center) which took approximately 20 minutes before being helped. When the part was ordered I asked the employee could I have the shipping tracking number so I know when to expect it. He said, "no, but call us here and we'll tell you the status of your order". He then wrote the phn #, [protected] on my receipt which was fine.

Today, I called that phn # and was put on hold for nearly 45 min! At that point I hung up and tried back 30 minutes later and the phone was answered and quickly hung up. This happened 4 times! Then it rang continuously and I never reached anyone.

I'm 41yrs old and my parents use to take me to this Sears when I was a boy to buy me "Tough Skins" and when Christmas neared we made out our Christmas wish list for Santa by putting and "X" next to the toy we wanted in the Sears catalog. It was an EVENT when my parents told us "we're going to Sears".

The quality of the exceptionally poor service I experienced is only a reflection the quality employee that Sears now hires. Customer Service is crucial, especially in this current economic climate and Sears appears to be joining the growing list of American companies that were once great but now defunct or out of business.

My children will never know what the inside of a Sears looks like, you can be certain of that. But I do expect them to ask me one day, "Daddy, what's that big red abandoned building with the letters S E A R S on the side of it?

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duane w. gale
Beaumont, US
May 29, 2009 6:21 pm EDT

I TRIED TO GET ON THIS SITE TO ORDER LAWN MOWER PART. I HAD MODEL SERIAL AND PARTS NUMBERS I COULD NOT EVEN GET INTO THE PROGRAM TO PLACE MY ORDER. THIS IS NOT THE FIRST TIME THIS HAS HAPPENED AND MY BROTHER-N-LAW HAS HAD THE SAME PROBLEM. NOT ONLY CAN YOU NOT GET PARTS FROM THE LOCAL PARTS HOUSE THEY DO NOT HAVE A CLUE WHAR YOU ARE AKSING FOR. MORE THAN ONCE I HAVE HAD TO GO TO A LOCAL LAWNMOWER SHOP TO GET PARTS. I DID CALL BY PHONE AND THE PARTS ARE SUPPOSE TO BE COMMING. THE YOUNG LADY WAS VERY NICE AND I EXPLAINED THE COMPUTER PROBLEM. I HAVE BEEN A SEARS CARD HOLDER SINCE 1971 BUT I WILL SOON BE TAKING MY BUSINESS ELSE WHERE. AND DO NOT TRY TO BLAME IT ON THE ECONOMY THIS HAS BEEN GOING ON LONG BEFORE THIS. U.S.COAST GUARD RETIRED. DUANE W. GALE

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9:44 am EDT
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Sears paint

I recently purchased Weatherbeater paint in Persian red and applied it over an adequately prepared surface.Its taken four coats and I cannot get good coverage...it looks like crap! I had the same results with Easy Living paint in a similar red color about a year ago.This will be the last time I buy either paints at Sears !

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9:32 am EDT
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Sears service - automated call system etc

Fall 2008 I schedule service call for my Sears Craftsman lawn tractor as it won’t start. I reach a “LIVE” person and explain to her the problem and schedule a repair date. I explicitly tell her at least 2 times the tractor will be sitting outside along the side of the garage. I had done this on several previous occasions and came home and tractor was repaired and ready to mow.

I leave the tractor along side the garage on the day and drive 32 mile to work (good days 40 minutes) and check my phone mail messages. Sears AUTOMATED system had called and said a repair person would be at the house between 8:00 am and 5:00 pm. These are the full working hours of most office workers.

I don’t hear anything from Sears all day and go home hoping to mow my lawn. I entered my driveway and notice the tractor is sitting exactly the same place as I had left it in the morning. I park the car and look at the tractor…nothing’s been done. A notice on the front door says a repair person was there at 8:30 am but couldn’t perform repair as no one was there.

I call Sear’s “800” number and reach a person and am told they can’t perform repair if no one’s there. I tell the person they had repaired in the past without any one there. I also told the person, I had explicitly told the female who took the service request the tractor would be sitting along side the garage and she didn’t say anything about my needing to be there during the repair. They offered to reschedule the repair but I was so frustrated I said I would try to fix it myself.

Due to my work schedule I wasn’t able to fix the tractor in the fall and decided to call and schedule in April 2009. I call and reach a very “AUTOMATED” system and place the repair order. The SYSTEM was so kind to tell me there would be an initial $109 fee but of course it would be offset against the final bill.

A few days after placing the service order, Sears calls trying to sell me “home improvements” to which I reply, “I’m not interested”.

I awake before 8:00 am on May 1, 2009 and work around the house while I’m waiting for the repair tech. I haven’t seen anyone by noon so I call my office and check phone mail for a message: nothing. A friend calls and we discuss the tractor issue and she tells me what happened to her a few years earlier.

My friend had placed a repair order with Sears. On the day of the repair she went outside without her phone. Sears called and couldn’t reach her in person and automatically cancelled the service call.

After I finish the conversation with my friend, I call my office again. Sears had called and left a message. I was next on the repair tech’s list and Sears would try to reach me again to confirm but if they didn’t reach me they would cancel the call. BUT, they provided their “800” number for me to call and confirm the repair.

I call and fight thru their “AUTOMATED” system and finally reach a live being. I explain they had left a message and I was calling back to confirm the repair. The guy on the other end wanted the number I was calling from or they wouldn’t provide the repair. I told him I was sitting at the address where the repair was scheduled but he kept saying they need the number I was calling from.

I let the guy know I’m a contract worker and loosing “X” dollars every hour I’m sitting and waiting on them. I also let him know I don’t provide my personal number since I don’t want to receive any “sales” calls. I didn’t mention I also don’t provide my personal number as I don’t want it “sold” to any of their other affiliated companies or outside companies. I became so frustrated I cancelled the order.

I’ll either figure out how to fix the tractor or it will be “trashed” and I’ll purchase from a company who is more considerate of customer time. None of this automated crap and their system message of “they’ll be there between 8:00 am and 5:00 pm.”

It seems Sears changes their policy to meet their convenience. IF the female taking the call in Fall 2008 had said I needed to be home…. IF they had called me in the Fall 2008 before the repair tech showed up (remember I was at my office at the number I called from)… I would have been home by the time the repair tech showed up… the tractor would have been repaired and they would have had a happy customer.

But even if we didn’t meet up in the Fall 2008… IF I had been able to speak with a LIVE person April 2009 they could have told me they would call before arriving …. I would have been at the office waiting for their call, I wouldn’t have lost “X” amount of income because I was sitting at home waiting for them to show up. On the other side of the coin, IF I knew the telephone number entered into their AUTOMATED system and the corresponding address for the service call, , , wouldn’t it show I was the person who placed the service call? How does Sears handle individuals having more than one “physical” location (i.e., landlord) who needs assistance at location A but the only phone number they have is at location B?

I’ve purchased many things from Sears over the years. This includes a chest freezer, a gas kitchen range, various tools used to fix cars, and tools, including a laser saw, to rehab a house. But, I will no longer buy anything from Sears or Kmart (their parent). I’ve seen a similar attitude at various Sears stores as to not providing customer service….they’re getting a paycheck.

P.S. Complaints.com may show this as problem with Beachwood, OH store. I don’t know where Sears’ complaint is located or the person on the other end of the phone is physically located. I could be speaking with someone anywhere in the United States or anywhere on Earth.

NOTE: This was originally filed on Complaints.com on May 1, 2009 as complaint #208822 and #211788.

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9:27 am EDT
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Sears add on charges

During a recent visit to have new tires installed, the salesman outlined charges that were extra.New valves and stems, extra.Balance new tires, extra.This is on top of tires that are way overpriced to begin with.I needed tires now.Only have a sears card to cover that much.Big mistake.After tires were installed in much more time than was promised, the bill had a $100.00 LABOR FEE! This was not discussed prior to the billing transaction.This salesman was good.He not only recommended a sears exclusive tire, he charged me for istallation also.That is ok. Sears auto center has made their last dime off of me.

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ngiddy
Ocean Shores, US
Jun 13, 2009 3:18 am EDT

It's actually a good thing that sears shows all of the add-ons. It's actually a way to change items to fit your needs. At discount tire and Costco, they automatically add things in, and you are still paying for them even though it says that it is free. The reason Sears does this is because there are many options to suit many vehicle types. There is a chrome valve stem option, and a regular rubber valve stem, also there are long and short valve stems, and high pressure stems for those who drive trucks. We can package everything together so that it looks like how costco sells them, because when customers see that there are OPTIONS they freak out and walk out because we are charging for too many things. I didn't think that it was a bad thing to give someone options, and we just put the ones that are tailored to each customer in so that you as a customer don't have to decide between the 20 or so valve stems options. Here's a hint: when you are tire shopping, use the exact same tire and make sure you are looking at tires with the exact same speed ratings. Also, look at the total price with EVERYTHING (road hazard, balancing, installation, valve stems, etc) Sears can and does beat Costco on several tires, and what they don't, they do price match. There are some tires that are branded differently, but are in essence the same exact tire, Sears will price match for a comparable tire also, so that the customer is always taken care of. Please if you have a problem with the service charges, do some homework, or ask to be shown around the industry. I do this for my customers and I have had 97% customer satisfaction feedback and most of my customers come back to me because I educate them about their purchases and exactly what the difference is when they buy from sears. I have noticed that a lot of people want a price of just the tire not realizing that tires at one place will be cheaper while installation is more expensive, and vice versa. And will not listen to me when I tell them that they need to look at the "whole" picture with installation and valve stems and road hazard.

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10:07 pm EDT
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Sears no response from rebate center

I purchased a Kenmore clothes driyer from my local Sears store Mach 31, 2009. Unfortunately I was under the gun to make the purchase quickly. My old dryer had just broken down and I was booked for a flight out of town the next morning. With an older son at home, I needed to have a new dryer purchased and delivered as quickly as possible.

I went to Sears. The salesman made delivered a good line and included the fact that this purchases would include "free delivery and pickup of the old machine." Sold! When he wrote up the sale, however, he informed me that I would have to pay $75.00 up front for the delivery, then Sears would send me a $75.00 rebate. Normally I would have walked out of the store when he gave me this information. However, I was pressed for time, so I took the lousy deal - knowing full well that this could be risky and that Sears would be holding my money for a period of time.

The day I returned from my trip, I filled out the rebate form, made copies of the store receipts and attached them to the form. I mailed this via Priority Mail from the local post office to ensure that it would be delivered without a hitch. After 4 weeks I went online to the Rebate Center to check the status of the rebate. The screen I saw was a little confusing. It looked like the Rebate Center had no recored of my receipts. I then entered the data on online form provided and also sent an e-mail message asking for an explanation. Two weeks later I have heard no response from the Rebate Center. I just went back online to check the status of my rebate, and I have found the same confusing message. I again re-entered all the receipt data and again I have sent a message asking for a simple explanation regarding the status of my $75.00 rebate.

At this point, and based on what I have read in this website, I doubt that I will ever see the $75.00. I am through shopping at Sears!

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larry vanderpool
saginaw, US
Jan 12, 2010 12:10 pm EST

I bought a new refrigerator from my local sears store. Told it would have free delivery. Then after I agreed to buy was told it would be a rebate. I paid the additional $65.00 sent in the papers, but guess what four months later no rebate. A person or a companies reputation will grow or diminish with their ability to do what they say. Sears had a great reputation. It has in my eyes diminished to a shoddy company and not one where my money will go in the future.

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robdacq
Poughkeepsie, US
Aug 19, 2009 1:32 pm EDT

Sears, like many American retail chains, is in financial trouble. The reason they use the rebate system is to give them time to hold your money in order to make interest on it. The onger they hold it, the more money they make. I had the same experience myself recently. I will never make another major purchase from Sears again.

At this point I would advise you to send a complaint form to your state's Department of Consumer Affairs or Attorney General, depending on how your state handles these matters. This form can usually be downloaded from the internet. Attach a simple letter. ALSO SEND A COPY OF EACH TO THE SEARS REBATE CENTER IF YOU CAN FIND AN ADDRESS. If an address is not avaiable, send and email via their website and let them know that you have filed a formal complaint with your state. This might speed things up a bit.

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Kimmikens
Chicago, US
Aug 18, 2009 5:42 pm EDT

We purchased a washer, dryer and refrigerator at Sears on March 2, 2009. We expected 2 rebate checks, one for $75 and the other for $797. After 4 months and many phone calls, we finally received our $75 check. Interestingly enough, we have yet to receive our $797 check almost 6 months later. Today I called the rebate customer service center, and they said that it would take 21 business days to process the re-issued check and another 4-6 weeks to actually receive the check in the mail. This is the second or third time I've heard this before. And back in May they supposedly sent our checks to the wrong address. When I asked them about this, they stated "We sent the check to the address listed on the rebate center", as if I don't know my own address. And the 800-number listed on the website for inquiries for the rebate center is not a valid number. Shady!

DO NOT BUY ANYTHING FROM SEARS!

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Not a Happy Sears Customer
xxxx, US
Aug 18, 2009 2:32 pm EDT

I had same bad experience. After I mailed the $75.00 I checekd on line. It was there for processing. Than after a week I checked the information for $75.00 deliver status, I could not find any information, and the 800 number they listed is no longer valid. Just wondering, is this a Marketing scam for consumer. I double I will see my rebate back.

If sears can not do the rebate, just said it up front. Other retailer offer good service.

Joyce

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hunthf
, US
Aug 08, 2009 12:33 am EDT

Yes rebates are a bit of a scam. I purchased a refrigerator at sears and was given a rebate form for delivery charges. Waited 3 months, checked status and was denied. Reason was I bought during a sale. The rebate form does not mention this - when i called rebate center they knew this and agreed with me that the rebate doesnt say anythign about this yet it is rejected.

Go shop at home depot or best buy...

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Frank Epps
Portland, US
Jul 01, 2009 12:23 pm EDT

I purchased a double oven from Sears in Feb 2009 with a 10% rebate ($289.00). All of the paper work was filled out the same day, submitted online. They have indicate recieving and matching up the paper work but can't seem to sent out the rebate (in the form of a debit card). You would think Sears could mail the rebate out in 4 months. They post your bill to your account in FOUR HOURS.
Sears is really playing games (hope you get the rebate soon)with its customers. They are doing a lot more damage than good with the rebates. The rebate needs to be deducted at the time of purchase or you may NEVER get it.
Good Luck

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11:14 pm EDT
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Sears hvac sale, install and service

Apparently Sears only concerns themselves with putting up a front. For going on 5 years Sears has left both my husband and my self(both disabled) with no heat or a/c even though the two systems, that Sears installed in our delaware home, have 10 year warranties and cost us almost $19, 000.If you care to find out what Sears is really like Google "Sears Complaints" and read how Sears treats it's long time customers. Like us, many of their customers will no longer do business with them.

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Sears HVAC Installation
Denison, US
Feb 04, 2015 1:56 pm EST

I am having the same problem as Sears Installers did not comply with local HVAC code and installed the drain line into sewer line, which backed up and totaled the Heating unit. Sears agreed thier contractor made a mistake and was willing to pay half of the replacement, which I declined. They are responsbile for the installation to code and currently looking for legal representation, Denison Texas

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11:24 am EDT
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Sears double billing

purchased a craftsman string trimmer on friday. sears charged my visa account twice. called customer service. sears did not admit to the mistake, but said it would take as long as five days to fix after they checked it out. sears charged my account within 24 hours of the purchase. sears is happy and quick to take my money; not so much when returning it.

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William Burke, Charleston, SC
Charleston, US
Sep 12, 2009 7:21 pm EDT

September 5, 2009, my husband and I went to purchase a mattress/box springs with the 50% off sale. We found a great buy and proceeded with the clerk to the computer. She was very helpful, asked all the right questions, and I gave her a check to pay cash. She rang the transaction and asked us to check our personal information so the delivery man would be sure to have the correct phone number. She handed back our check and said it was an electronic withdrawal and the money had intantly come from our account. Our cell number was incorrect, so she went back into the computer to correct the cell and voided the entire transaction.

She corrected the phone number and asked for another check. I commented I thought the money had already come out of our account. I was told when she accidently voided the transaction, the check was voided and went back into our account. Reluctantly, I wrote another check and it was declined due to duplicate trnsactions back to back.

At this point she did not know for sure what to do. We had now been purchasing this mattress for 25 minutes and still had not finished the deal. She mentioned a credit card - we had the cash for this set aside and did not way to add it to a credit card. I gave her my debit card - BIG mistake - and the deal was closed. She assured me we had not paid twice.

We came home, went online to check our account and nothing had come out yet. Went back into our account on Monday and there was one $955. purchase. We were very pleased. Went back online Tuesday - and there was a second $955. purchase.

We immediately called the bank - they confirmed it was the purchase, but Sears had to correct it. My husband called Sears, talking with someone in the business office and was told it would be corrected. Wednesday - both charges were still out of our account.

We live about an hour from Sears so headed to the store to get the problem corrected. The clerk was there and very apologetic, took us to the business office and the store manager was out to lunch - having just left and would be gone for 1 1/2 hours. Now we had just drive one hour to get there and chose to pass the time running errands in a nearby town, where we again stopped at a branch of our bank and were told they could not do a thing. We were told the store manager would call us upon her return. Almost 2 hours later she did call. She was very adamant there was nothing she could do but wait for the check that was voided to run it's course and the money would go back into our account. She had checked with the check tracking company and it would take at least 7 working days.

I explained we did not have unlimited money in the checking account and what would she suggest we do when other checks made their way back to the bank, bouncing due to insufficent funds? Then there would be the late fees not only from the bank but from the companies returning the checks. Then the bad credit history due to bouncing checkes - what should be do? She stated she understood perfectly - offered to pay the fees since it was obviously their error- but she could not just put our money instantly back in the bank by sliding our debit card the way it had instantly come out.

She again stated nothing - absolutely nothing could be done and we would just have to wait. So - it has been 7 days today - that is only 4 working days however, because of Labor Day Holiday. Our bank states it could take up to two weeks to have this transaction reversed by the check tracking company.

The mattress/box springs were delivered yesterday - but we have been so preoccupied by spending all our time trying to get our $955. back we did not notice if they were even comfortable. We have 30 days to decide that - and if we need to return them we pay the return delivery fee, plus 15% stocking fee. Now you tell me where we go with all of this? Several years ago we stopped shopping at Sears because it seemed that every purchase had some kind of complication that it took endless energy to straighten out. Some old habits are just not broken easily. Hours have already been spent trying to get our money back from their admitted error!

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Christy33
Shoreline, US
Dec 13, 2009 12:06 am EST

Last year, I purchased an item of clothing (for a gift) with my Sears credit card. I paid off the balance in two monthly payments. Sears then kept billing for an unpaid balance. After corresponding with them and their refusal to budge, I notified my state's Office of Attorney General. They notified Sears/Citibank about the complaint and after much ado, they could not get the matter resolved. Since I'm not wealthy, I feel the only thing left is complaint websites such as yours -- a way to air my complaint about Sears/Citibank, thus giving them some negative publicity.

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Christy33
Shoreline, US
Dec 12, 2009 9:08 pm EST

I purchased a clothing item and used my Sears card to pay for it. In two payments, I completely paid off the balance. Instead, Sears double-billed the original amount. Since Sears/Citi Bank refused to clear up the matter, I filed a complaint with my State of Washington Attorney General. I am angry that even still, it shows as a negative on my credit report and I don't know what else to do other than air my complaint against them on websites such as this one. Is anyone else having experiences such as mine?

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YMF
aub, US
Dec 09, 2009 8:22 pm EST

I had a similar situation in Brunswick Maine recently. I bought my husband's chainsaw, and wanted to split the payment between debit and charge cards. The cashier had no idea this was not possible so the entire payment came out of my bank acct. When i protested, he told me this was not so, and I should not worry. But I continued to protest to complete the transaction, and the cashier tried to back out of the transaction, only to realize the computer would not let him as I had gone too far in our transaction. After phoning numerous superiors, a man on the phone told him to "unplug the machine" to void the transaction. And he did! He then told me the transaction was completely nullified and I will need to purchase the chainsaw again, using a gift card and a credit card. So, I bought a gift card, used it as my cash contribution, and then gave my Visa card for the balance.
The next day, I found a debit charge to my bank account online. Called the mgr immediately and she said not to worry, the charge would come off in a day or two, kind of like it was a cyber charge 'ghost' in the machine that would work itself out. Another day later, no deletion of the charge. I called again and demanded my money back. The same mgr again told me the charge would come off automatically, now suggesting up to a few days was typical.
I went down to the business office and had to not only argue with the mgr, but also with the operations mgr, and be put on the phone with a customer solutions expert who had not clue in hell what was up.
The mgr told me she would review any overdraft fees if they occurred as a result of this error, but that was it. They could not give me money and then be 'out the money twice' if the other charge disappeared! So I was supposed to trust Sears to do the right thing without any paper trail or written admission of error or money due, but I was not entitled to the same courtesy or benefit of the doubt. When finally I said, "Fine, and are you going to pay for my groceries til your error is fixed?" that is when the mgr issued me a credit to my debit card, which by the way, two days later is yet to be registered by my bank! Thank GOD for overdraft protection!

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Sears terrible company

Suffice it to say that Sears intentionally and systematically offers home delivery and installation rebates that they do not honor. Isn't this a fraudulent business practice? Many roadblocks are thrown up around the rebate application process that are frustrating and humiliating. This is my 3rd experience jumping through the "on-line and telephone" hoops to try and get a resolution. My daughter is dealing with the same problems re: "free home delivery and installation" of a gas range purchased in Nov. for Thanksgiving. WHERE ARE THE LAWS PROTECTING CONSUMERS FROM THESE "BAIT AND SWITCH" GREEDY & PREDATORY PRACTICES? Since our politicians are bought and paid for by major corporations, forget contacting them. The media scrambles for advertisings dollars and have decimated consumer fraud reporting... guess we'll all have to come together and boycott these @#$$%$#@ one day... SURE WE WILL! A BUNCH OF DOCILE SHEEP BEING FLEECED AND ACCEPTING IT WITHOUT EVEN A "BAAAAA!"

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Owen
, US
May 11, 2009 3:53 pm EDT

We discovered our food in the freezer thawed on April 4/09; called an electrician on Apr 6 who told us the compressor was gone ; on April 8th before taking the freezer to the dump called Sears who advised that only the seal around the top of the freezer would be covered under warranty. We found the freezer book to find that our warranty covers the problem; called Sears and were advised a Technician would be in on April 14th. Technician was in and charged $80.00 for a service call; not here 20mins and also advised food lost would not be replaced! We lost 60 kg of food totaling $412.00. We were advised that the compressor would be replaced at Sears expense and we bought the freezer May 25, 2004; we were advised that the cost of the compressor plus labor would far exceed the cost of replacing the freezer. The freezer we had before was 25 + yrs old and this one isn't 5yrs old; what gives? I have been a Sears customer since the 1970's and EVERY appliance, lawnmower, snowblower, TV's, VCR's mattresses, hose has been purchased from Sears. We are looking for compensation for food lost as Sears appliance covered under warranty is your responsibility (perhaps not the total amt but at least 50%). I have read complaints from other Sears customers who are likely no longer Sears Customers and very upset they were not treated fairly; I certainly hope this won't be the case with our complaint. We don't carry maintenance agreements as the yearly cost would cover at least 2 or 3 new appliances if they broke down!

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Ben
, US
Jun 27, 2009 3:04 pm EDT

I purchased a plasma TV last year. Like a lot of people they convinced me to purchase an extended maintenance agreement to the tune of $500.00. I called to schedule the annual service as recommended. The representative was okay but when he went to schedule the visit the times are limited to Tuesday and Fridays only. Then the time frame is from 8:00am to 5:00pm. (all day) with no guarantees. So in short I paid $500.00 for a maintenance contract that is going to cost me an addition $200.00 in lost wages to be able to use.

Valerie
Valerie
, US
Aug 29, 2008 5:28 am EDT

I ordered a shop vac from sears on 7/4/08 via the web site. They charged my credit card right away. The web site still shows the order is in process and will ship in 7-9 days

I contacted sears on 7/30 - they tell me they decided not to sell the item at that price and had internally canceled my order.

They send me no notification and they didn't process a refund to give my money back.

I have called over and over again and emailed asking for the processing of the refund and the best they can tell me is that they are working on it. They are happy to sell me the vacuum at the higher price.

This is bait and switch - they took my money on a sale at one lower price and now refuse to deliver the item at that price, are pressuring me to buy the item at the higher price, while they delay giving me my money back.

It's not a lot of money, but it's my money.

First of all I believe it's illegal for a company to charge the credit card before they ship the item. Clearly it's once they have agreed to sell the item by charging my credit card, they must sell the item at that price and not demand a new price (which I believe is what they are trying to force me to do) and if I refuse to purchase the item at the new price, they must give my original money back.

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Kevin McK
Ballwin, US
Apr 15, 2009 2:19 pm EDT

During a recent purchase of a cordless drill I was asked if I would like to save $15.00 on my purchase. I replied that I indeed would and was asked to open a Sears Gold Mastercard account. I agreed to open the account only if there were no annual fees to which the associate replied that there were not. I inspected the application which indicated ANNUAL FEES...none. I signed the credit application and when asked to sign the electronic signature pad I noticed that the $15.oo had not been applied to the purchase. I protested that I had understood that I would save $15.00 on the transaction. She began to explain the conditions of the $15.00 "credit" to my account at the time of activation of the Mastercard. I indicated that this was not what I had understood and that I wished to cancel the transaction and would not sign the signature pad. She informed me that the transaction had been electronically sent when I had put my social security number in to the PIN pad and that the signature was only a formality. I told her that she had performed a classic bait and switch on me and asked to cancel the entire transaction. She replied that she could not and called the floor manager. After discussing the matter with him and getting essentially nowhere, I retreated with my new cordless drill bruised but not broken. I inspected the application upon arriving home and luckily found that there was no annual fee however that the disclosuers were accurate to 07/01/08. A quick call to the credit department verified there was no fee. I think this is an intentional DUPE by Sears sales associates and that they are aware of the fact when they offer the savings. I will be okay in this as I will be able to pay the unpaid balance with no additional fees however, there remains the anger of allowing myself to fall prey to this scheme.

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Jim Helwig
Sebring, US
Mar 21, 2010 2:04 pm EDT

I currently work for Sears in "Major Appliances". Although there are many legitimate complaints registered by many unhappy consumers, this is not one of them. Under no circumstances can Sears install a gas range - this is left to the local gas company or gas supplier due to Code restrictions etc. Electric ranges are a different story, and Sears does in fact install them everyday. Perhaps there was a misunderstanding as to what exactly was going to be installed? "Free" (via mail-in rebate) delivery and installation is offered almost every week, however, gas ranges are not included in the "installation" guidelines and cannot be included due to the afforementioned Code restrictions.

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Sears customer service is very poor

I purchased a Kenmore dishwasher (model # [protected]) from Sears (cost=$750) in March of 2007 and Sears finally decided to deliver it to me near the end of April, 2007. Little did I know that it was a piece of crap right from the start. I payed an installer $75 to put this unit under my kitchen counter top. A couple of months of very light use (as I travel frequently with work) and the detergent dispenser quit working. I had purchased extended warranty (in June, 2007) and a week after calling the service department, Sears finally sends a technician to fix the problem. A few months later the same part (and problem) malfunctioned again. I called Sears and a week or more after calling the service department, Sears finally sends a technician to fix the problem. I was not very happy with the unit at that point, seeing that it was breaking down frequently and was a new machine. The unit then worked for about 10 months and then the exact same part failed again for the third time. I called the warranty people and they told me that seeing this was a third time that the exact same part had failed, then the unit would have to be replaced. Over a week later, when the service technician finally decided show up, he replaced the part again and told me that the only way Sears will replace the unit is if they recognize it as being "unrepairable". The technician told me that as long as they can replace the part, then it is repairable. I told him that I saw that as unsatisfactory because once my warranty ran out, and the part continued to break, then I would be responsible for the cost of the part and service call. He told me he would write a report and submit it to his office explaining my concerns.

4 months later the same part malfunctioned again for the 4th time. I called Sears and a week or more after calling the service department, Sears finally sends a technician to fix the problem. He showed up to replace the part and I told him he wasn't doing so and to take the piece of Sears crap back to the store and replace it with a new one. He then explained to me that this was a common breakdown on these particular models (and similar models) and that he had success by replacing the computer board on the unit. He said he was going to order the part and would return to fix it. A week later the technician showed up with the new computer board, installed it and left. I then ran the machine through a cycle to ensure that it was working properly and as I had expected, the detergent dispenser still did not work.

The next day the technician called me and asked if the machine was working properly and I told him it was not. He then said that he was going to file a report explaining that the unit was unrepairable. Over 10 days went by and I had heard nothing from Sears. I then decided to give them a call and they expalined that they had called and talked to me the previous evening. I never received any call from Sears nor did I speak to anyone. They did inform me that they were going to replace the unit but I was goingto have to pay for the uninstallation of their piece of crap, and pay for the re-installation of the new piece of crap as well as pay for another delivery charge. In total, it was going to cost me approximately $150 to have all of this done and Sears explicitely told me that they do not cover any of those costs. Their only responsibility was to supply a new unit to the customer...not pick up the old crap, deliver the new and install. The extra warranty I had purchased did not cover any of that...only the unit. They explained that if my unit had been faulty within 90 days then they would cover the costs, but it was now 2 years later. My arguement was that this unit had been faulty since after the first 2 months and that they just continued to buy time replacing parts until the 90 days were up.

This is the type of customer service to expect from Sears, no matter how long of a customer you have been to them. There is no moral business values when it comes to Sears, even though they like to portray that they are a business whose "goal is that you are completely satisfied with your purchase"...yeah right.

My advice to anyone buying a piece of Sears crap would be to "go somewhere else"! Sears like to have you think that everything is easy and that they are friendly and a great place to buy products, but the reality of it all is that their products are way over-priced and their service sucks!

This was the last piece of crap that I will purchase from Sears. The only reason for me to enter their store will be to take a shortcut to the Mall. My dollars will not pass through the hands of any Sears representative again! Once biten...twice shy!

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JGraceyStinson
Orillia, CA
May 08, 2009 11:55 am EDT

We've been Sears customers for over 30 years, always purchasing our home appliances from them because they HAD good service and warranty.

Over the last 4 years the customer service and product quality has deteriorated noticeably. We purchased new appliances for our new home from Home Depot and Leon's and have been really happy with their service and have had no complaints. Reasonably quality, cheaper prices than Sears.

It's really a shame - sears used to be really good. I still have some of their old products that work as well as the day we bought them.

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Sears unauthorized billing

Apparently, if you pay your Sears Credit card bill at a local Sears Store, the payment is considered late if it's paid the day it's due after 5 pm. There is nothing in any contract that I can find with my Sears Card to indicate that this is the policy. Apparently, I've received multiple charges on my statement over time for this fee. The Sears Credit Card Statement does have wording about mailing checks to process centers and payments after 5 pm being the cut off but the wording is vague and seems to only indicate processing centers, it doesn't speak to the payment at a store location. I want all my previous late fee charges for payments made at Store locations reversed can credited to my account.

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vjg
Butler, US
May 13, 2009 3:16 pm EDT

Not only is it late after 5 PM, but now the ones through Citi are now late after the 23rd day, for example, if your statement states that your due date is the 5th, the actual date that they charge a late fee is the 23rd of the MONTH BEFORE. We have just received our bill, which we pay the full amount that we charged every month before the due date on the top of the bill, and we were charged a $39 late fee, even though our payment was made on the 24th. We no longer will be using this card.

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Sears poor service

Called Sears 5:00 am on 5/5/09 for service on our water heater because no hot water. Sears sent service technician out on 5/6/09.
Technician left without repairing heater because did not have the parts, which will take 4 days to receive. So we, a family of 8 including 4 children will have to bath with cold water for 4 days.

Called Sears Service center to complain, but was transfered twice, finally ending to a recorded voice message.
We purchase all our appliances from Sears.

Sears, what happened to your customer service?

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chanj
Baldwin, US
Mar 06, 2010 11:41 am EST

On Wednesday February 17 my water heater flooded my basement causing severe damage to my laundry area. I called to make an appointment with your service department and I was told someone would come between 8-12am. Being that both my husband and I work obviously someone had to take off to wait for a serviceman from Sears. By 1 in the afternoon no one had showed. When we called the service department we were told someone would come between 1-5pm. Giving these large time spans does not give individuals who need to work any grace time. At 5 pm we got a call that he was “on his way.” Only to be called back and be told that he needed to go back to his first job. We did not get a serviceman until 6pm in which he stayed for 10 minutes and stated it is not the Water Heater but our pipes. He charged us $140 for this service and $102 for a “permit”. We also took out a service contract (#[protected]) for any future problems.

Fast forward now to the next day, another day that needed to be taken off for a plumber. The plumber now tells us that it is not the pipes but the top of the water heater which is corroding. And, we now have to pay him $200 for his service. We spent the rest of the afternoon trying to get someone to explain to us how this was misdiagnosed but got no answers and just the “runaround.” My husband had to speak to several different customer service reps before he could even get a next appt. Hours on the phone with no solution. There was a lack of knowledge on what happened, a lack of courtesy and a lack of professionalism. Finally we were told that our particular Water Heater would take until Thursday to arrive from the warehouse because it was not in stock. That meant that with two kids under the age of three I would not have any hot water for over a week. I could not give my children proper baths, wash any laundry or dishes.

There was no number that linked us with a manager who could offer a solution. When we said we were willing to pay for a different Water Heater because we did not want to put the family through distress we were given the runaround again. So we dealt with it and boiled water all day for nine days in order to run our home with two babies.

Finally when Thursday did come the wrong Water Heater was sent. Yet another day taken off to get the wrong product. On Friday someone was supposed to come with the correct Water Heater but because of “snow” they did not. My husband found his way to work as did many shop owners and other professions. How come Sears get’s to take a day off when other people are suffering? Oh wait, Sears no longer actually send people from their store. You now contract out to local repair companies. So, why couldn’t anyone be sent by the afternoon when the snow had stopped and the roads had been cleared? It is not an unreasonable request

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Lisa Campbell
Lancaster, US
Jun 05, 2009 2:56 am EDT
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I had an emergency when my water heater started leaking and I went to Sears and purchashed a new water heater that I was supposed to have installed as the first call of the day per the saleperson. They didn't come until 3 pm on the day of installation. I told them to be extremely careful when bringing the water heater into my basement because the washer and dryer were close to the door and I didn't want them to stratch either one of them. They moved all the furniture and installed the water heater but scratched the lid of my brand new front loader dryer that I paid over a grand for. I have made 8 phone calls to them and the insurance adjuster was supposed to come out and access the damage but never did. So I have a nice scratch in my lid. DON'T EVER BUY FROM SEARS, they came out not in any kind of uniforms like they show in the picture but kids fresh out of school with all kinds of piercings. They never even bothered to follow up on my complaint after over 8 phone calls. I have an attorney looking in to it at this point.

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CommonSense
, US
May 06, 2009 9:58 pm EDT

Shame on them for not having every part for every water heater they've ever sold on hand at all times! Shocking!

That's sarcasm

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Sears unauthorized billing

I called sears service to request a service call for my above range samsung microwave. I answered the question asked by the appointment center. What is the item: above range microwave / manufacture: samsung Model # / Serial # my name and address: she started tell me that I have a counter top which was purchased in 1994 and that the name I gave her was wrong. I explained that the unit I am living in has been recently renovated and I am the first tenant to live here since the renovation and that all the appliance was brand new or have been purchased in the last 2 years. She repeated herself again to me and insisted it was a counter top microwave. I explained again. I then asked her to look up my name and there should be a repair log from last year on my dryer, she found that. Yet she again insisted that it was a counter top microwave. I replied if it was I would bring it in and not call for service! finally after a while she gave me a date and time which was yesturday Monday April 6, 2009 between 1:00pm and 5:00pm I left a note on the door just in case they came earlier, I got home at 12:45 from work and waited and waited and waited finally at 5:15 pm I called Sears I was down for a visit but for a range hood not a over the range microwave oven. she paged the repair person who called me back in about 30 minutes 5:45pm he told me that he was not able to be at my place till about 8:00pm and ask if I wanted him to come back on Wednesday I said NO I took time off from work today to be here and I cannot do this on Wednesday, I told him to call me before he came over he replied I need to let the department know that you still want me to come by. He showed up at 7:20pm with out calling I was sitting having dinner, I let him in. Then he took like 20 Minutes and told me that he could not fix the microwave because the repair information was for a range hood! He would order a megatron replacement and come back in 1 week, and I was charged $65.00 plus tax for his service! what a rip off...

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invalidcomplaint
Orlando, US
May 05, 2009 1:23 am EDT

It's called a service charge, he came out to your door, and you gotta pay for the companies expense.

It was definitely wrong of that [censored] on the phone to schedule the repair for the wrong product though.

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Sears unauthorized charges

We discovered our food in the freezer thawed on April 4/09; called an electrician on Apr 6 who told us the compressor was gone ; on April 8th before taking the freezer to the dump called Sears who advised that only the seal around the top of the freezer would be covered under warranty. We found the freezer book to find that our warranty covers the problem; called Sears and were advised a Technician would be in on April 14th. Technician was in and charged $80.00 for a service call; not here 20mins and also advised food lost would not be replaced! We lost 60 kg of food totaling $412.00. We were advised that the compressor would be replaced at Sears expense and we bought the freezer May 25, 2004; we were advised that the cost of the compressor plus labor would far exceed the cost of replacing the freezer. The freezer we had before was 25 + yrs old and this one isn't 5yrs old; what gives? I have been a Sears customer since the 1970's and EVERY appliance, lawnmower, snowblower, TV's, VCR's mattresses, hose has been purchased from Sears. We are looking for compensation for food lost as Sears appliance covered under warranty is your responsibility (perhaps not the total amt but at least 50%). I have read complaints from other Sears customers who are likely no longer Sears Customers and very upset they were not treated fairly; I certainly hope this won't be the case with our complaint. We don't carry maintenance agreements as the yearly cost would cover at least 2 or 3 new appliances if they broke down!

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Sears false advertising on 15% appliance sale

On April 26, 2009 I went to Sears Rockaway Mall to purchase an upright freezer. I had noticed a TV commercial indicating a 15% appliance sale was underway. On arrival, I saw no sales signs, there was no signs on the posted sales price indicting it reflected a 15% price reduction and the salesman did not mention anything about a sale going on. Assuming that I had misunderstood the Sears commercial, I purchased a 21 cu ft upright freezer for about $544. The sales slip did not indicate that this was a sales price. On Monday 4/27 I again saw a Sears TV Commercial that indicated a 15% appliance was underway. I filed a complaint/question on Sears feedback section and received a call from a Sears Rockaway manage who said that there were sales sings on all aisles and that the sales price was already reflected in the sticker price. I told him that I doubted if they had changed all signs on all freezers to reflect a 15% sales price reduction, that neither I nor my wife saw any such sales signs on any aisle and that the salesman never mentioned anything about a sale or that the price shown already reflected a 15% sales reduction. Sears.com responded that they were advised that the store manager had talked to me and that was satisfied and were closing my complaint. I responded that I not only was not satisfied but that I believed Sears had lied to me and were guilty of false advertising and possible consumer fraud. They indicated that my complaint would be passed on to a district manager and I would be contacted within 2 days. Today I received another phone call from Sears Rockaway Mall who again swore that there were signs all over and that the sticker price did in fact include a 15% sales reduction and that yes they had actually changed all posted appliance prices to reflect a 15% sales price reduction. I told him that I did not believe him, that they were not telling me the truth and that I considered Sears to be practicing false advertising and consumer fraud. The amount in question is only about $75 but I advised them that I will not do future business with unethical companies. I would like to know how else I can make my anger and frustration with Sears unethical business practices known.

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Sebastian Vance
Morristown, US
Oct 13, 2010 3:07 pm EDT

From my understanding of this complaint it looks like the consumer is wrong. When Sears runs a 15% off sale on all appliances the price reflected on the sign is the price they pay unless the item is a tagged a great price, brand restricted or the item has 88 Cents on the price meaning it is clearance. If the customer takes the regular price and subtracts 15% it should equal the price on the receipt unless the item is one of the above exceptions. The only time that this would be different is if Sears is running a credit event where you would get an additional percentage off the tagged price.

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Sears repair service

Repair service for product are always late. When you are given a 4 hour window the service MUST be done whithin that time frame.

I have purchased all of my products from sears and that of my 2 daughters also.

My daughter had a 4 hour window and had to cancel because she wasn't even on the schedule as she was told. Today is her only day off. She was told, between 8 and 12 and again she was told he won't get there until maybe after 1:00

If you want to keep my business this has to stop. Very dissapointed with this service.

Thank you for your anticipated attention to this matter.

Joan Caputo

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Reviewer58873
,
Aug 14, 2015 11:50 am EDT

Approx. 2.5 weeks ago our refidge went out. We have a repair service agreement. My wife call and they told her it would two (2) weeks before the repair guy could out to where we live. Well finally the two weeks when by and they did show up to fix it, but guess what, he did not have the right parts. He has to order them and then we have wait another two weeks before he comes back. IF I EVER WALK INTO ANOTHER SEARS STORE, SOME ONE PLEASSE SHOOT ME.

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Goodluckwiththat
, US
Jan 27, 2011 9:04 pm EST

We are long time customers of Sears, as were my parents, and we have always trusted them with our appliance repairs.
I called 1/13/11 for a microwave repair. I paid approx. $125 for a service call, regardless of whether they fix my microwave or not. If they do, the cost will cover all labor, and parts will be extra. The first repair-man came 1/14/11 and said it was a certain part that must be ordered and would cost approx. $350 to fix. He charged my card & rescheduled another appt. for the next Friday, 1/21/11 to replace the part. I waited at home again, for the 2nd time during the 4 hour window, he arrived & opened the part. It was a used, broken part with freyed wires. He ordered yet another part & rescheduled the service call for Tuesday, 1/25/11. I again waited during the 3rd 4 hour window to find a different repair-man. He said I had the completely wrong part & that he would need to order another part & schedule another service for Friday, 1/28/11. OK, this part was going to be covered by the warrenty and I should get all $ back for the originally purchased part, but not until the other part is installed. It's Thursday 1/27/11 and I called to confirm tomorrow's installation time. I spoke to 2 customer service reps who basically told me I had to wait on the part & the first lady said I was scheduled for Tuesday, 2/1/11, then the 2nd lady told me I was scheduled for Wednesday, 2/2/11. I asked for a manager and for any ideas of why it was taking almost a month to fix my microwave! Basically my answer was: Cancel the order & still pay the service call, which will cause me to pay someone else a service call & start all over again, or wait for the part, and they can't refund my $ for the "wrong part" until my next service call. I was told that my "inconvenience" would be noted in my file. I WILL NEVER USE SEARS REPAIR SERVICE FOR MY APPLIANCES AGAIN & I WARN YOU TO DO THE SAME. If you do, good luck with that.

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jut
Knoxville, US
Jul 16, 2011 9:52 pm EDT
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Sears repair services has been nothing but a hassle. I called over a week
Ago to have my 2 yr old fridge repaired under my sears repair protection plan. A "repairman" came last saturday and said we needed a new control board and that he would be here from 1-5 on wednesday. At 3pm wednesday he called and asked if the part had come. I was unaware that the part would be shipped to my house. He said he couldn't come today because the part had not come yet and that he would come saturday. Ups delivered the part later that day. Today I waited all day and no one came. I received an automated call from sears. I called them and they claimed they had no service scheduled for me and they couldn't do anything until july 20th this would put us with 10days without a fridge. I asked to speak to a supervisor, waited on hold for 5minutes and was hung up on. I've already taken 1 and half days off from work to have my fridge repaired. The service has been a joke and totally unprofessional. I regret shelling out $400 for repair service and for that fact buying anything at sears! We spent over $7, 000 on appliances and sears has treated me like crap. So much for loyalty.

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Unhappy in Md.
Westminster, US
Oct 08, 2011 6:21 pm EDT
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Called Sears to repair my dishwasher. Appointment made for Sept. 12, 2017. They called and said they were on their way for a maintennance check. I informed them it was a repair call. They couldn't do it and have to reschudule again. I had to take off work 2 days with no pay because of their error. First of Oct. I called to have my other dishwasher fixed, ( only a month old ) . Appointment set for Sat. Oct. 8, 2017. They never showed up. Called to find out where they are. They had the wrong dishwasher and address. They say it was schuduled for Oct. 18. I specially made the comment about Sat. appointments, That I didn't know they had them. In my area the operator said they do. How can they make these mistakes. Doesn't anyone take pride in their jobs anymore!

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Just Mad At Sears
Los Angeles, US
Oct 18, 2011 7:37 pm EDT

Sears Repair Service for Peace Of Mind? If you want to spend time in HELL for about a month just get Sears Repair Service Protection Agreement, LOL Maybe 11 day to come out and tell you they have to order a part, a few days to receive the part and another 11 to 15 day to have a repair person to come out and install the part, This is Peace Of Mind for a FAMILY without a Refrigerator to use all the time.
NO THANK YOU, I will BUY SOMEPLACE ELSE FROM NOW ON and you should also.

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John Lamerdin
,
Jul 25, 2007 12:00 am EDT

I have a fairly new GE Profile refrigerator that I purchased at Sears last October, 2017. In the past week, the temperature of the refrigerator rose to 50 degrees. I called Sears home service repair and made an appointment for today from 8:00 a.m. until noon. I took off work in order to wait at home for the repairman. I was told that the repairman would call an hour before coming to confirm that I was home.

By 11:00 a.m., I called to confirm that the repairman was coming because I had not heard anything. Customer Service representative, Shirika, answered the telephone and informed me that I was still scheduled from 8:00 a.m. until noon and that I should be receiving a telephone call any minute. Just as I was hanging up, she said wait, something just changed. You now have an appointment from 1:00 p.m. until 5:00 p.m. I informed her that was impossible. An “appointment” presupposes that I participated in the making of it. I had an appointment from 8:00 a.m. until noon and that I am an attorney who charges by the hour. I will lose approximately $1,000 today waiting for the refrigerator repairman. I had several appointments scheduled for the afternoon that I had to cancel.

When I asked for a supervisor, I was given the complaint department and spoke with Beatrice. Beatrice told me the same thing - that my appointment is from 1:00 p.m. until 5:00 p.m. and that someone called to inform me of that. No one ever called my house. I called to check on why no one was here from Sears as scheduled. Again, I asked for a supervisor and was told that she was the supervisor, which I knew was not true. I asked for an address to write a complaint, and was told that I had her name and that is all I needed. She would not give me the name of a supervisor or an address.

I had to get online and check Sears' website to obtain an address in order to send a letter of complaint, but still no supervisor’s name. I am very upset that I have wasted a day of my time waiting for a repairman to fix a new refrigerator. It is one thing to give a time estimate of four hours, which is really unfair to working people, but to not stand by appointments is totally unacceptable. I have purchased many items from Sears in the past, but will never do so again.

The repairman showed up at 2:00 p.m. and informed me that I have to order the electronic controller. Now I have another appointment from 1:00 p.m. to 5:00 p.m. in a week. In the meantime, I have no refrigerator and I will need to take another half day from work (hopefully only a half day assuming the repairman comes when he says he will come). I truly regret that I purchased from Sears. I will not make that mistake again.

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Peace Of Mind
Los Angeles, US
Oct 14, 2011 5:09 pm EDT

I have had the same problem with sears repair service, 12 days to have someone come out to check the problem with my refrigerator, said it need a part will have to order it, maybe Tuesday of next week, it is now Friday, I can only hope? No refrigerator all this time, YEP, well I had to buy a small one just to keep milk, butter etc at a cost of $ 180.00, lost $ 300.00 worth of food, Well you can see where this is heading. I will never buy a repair contract from sears again to have peace of mind, It has been hell.

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belleraiser
Li, US
Jul 06, 2010 3:39 pm EDT

I called at 8:00 AM today to get an appointment for a repairman to fix our Sears Kenmore Elite side-by-side refrigerator. It's only 4 years old and has already had a fan motor go out last year. After describing the problem a very nice young lady with a very heavy foreign accent scheduled a repair service between 1 and 5. I was impressed with the speed of service. Until I called back at 3 to make sure someone was coming today. Nope. It was scheduled for July 13th! Now really! Who can live without their refrigerator for a whole week? So I called back and got a nice young man in Texas who simply told me that since the refrigerator is no longer under warranty, it would by easier to call a local repair service - which I did. They'll be here within the hour.

The last thing we bought from Sears was a washer/dryer with a rebate offer. After never receiving the rebate, we called to inquire. Two weeks later the mystery was solved. The paperwork was rerouted BY SEARS, so we missed the deadline and no longer qualified for the rebate. (I did say it was the LAST thing we bought?)

Come on, Sears! Man up! You used to be the most reliable in the business. Now, judging by the number of complaints and my own experience, I expect to see you on the endangered species list.

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invalidcomplaint
Orlando, US
May 05, 2009 1:20 am EDT

Are you ###ed, you think they will care about your pathetic posting on here? You're just another profit to sears.

Anyway, let's try to knock some sense into you.

So you say the service is always late?
Did you realize you're requesting service from a large corporation that has millions of service calls every month?
Don't you think that will sometimes prevent service from being on time.
Think about the other people that had service that day. Especially the people that had service scheduled before you. Maybe when they called in to describe their problem, they didn't explain it well. That means the technician had to do more work, and therefore it took more time. Maybe it's not really the company's fault, but another consumers...
Why don't you try thinking outside the box for a change.
How many times has a mechanic pushed back a deadline for fixing your car?
Hrm... Life isn't perfect is it?
I guess no one taught you common sense...
I'm sorry.

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Tired Consumer
Bakersville, US
Apr 13, 2009 9:19 pm EDT

I too will never purchase anything from Sears again. I bought a Kenmore refrigerator and it broke under warranty. The refrigerator wasn't getting cold. Two service guys and a week and a half later it still is not fixed. The last guy was here Friday and assured me it was fixed, although I disagreed with him at the time. Of course it wasn't fixed and I was left over Easter weekend with no refrigerator. Today I call and my case manager is still on Easter holiday. She will call you in the morning. They could care less and I will probably end up with nothing. It will be a pleasure to watch Sears go bankrupt too as they will because of the customer service, lousy products and bad repair service. You reap what you sow. I will never go to Sears again. Don't they get it yet?

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8:31 pm EDT
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Sears Problems and repairs

Purchased a Sears Kenmore Elite HE3t frontal load washer and dryer. The water pump was making noises and we called a service tech out to repair. During the repair he pushed the impellar back onto the pump and said "they come off all the time" you'll have to replace the pump with a newer style.
I spent $380 to repair the washer.
Never would I have thought this would be a washer I would hate!
Sears just does'nt care anymore about it's customers and taking care of the issues at hand. Will I ever recommend Kenmore or Sears?

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Sears dont trust dentist

Dr Isam Ibrahim at sears dental of niles told me 1 year ago that i had 8 cavities upon my cleaning with him. Six months
ago he told me that I had 10 cavities. This week i went to another dentist that was the Sears dental in boardman and he said i had only 2 cavities. I never had the 8 or 10 filled because it was so expensive and it just seemed mpossible for me to have that many cavities because i brush 3 to 4 times a day and floss 3 to 4 times a week. And the lady that cleaned my teeth said that she didn't see any problems them the Dr. Isam Ibrahim said that i had 10 and most of my old cavities needed to be replaced which were only 2 3 or 4 years old.I have had 3 or 4 filled before by dr. Isam Ibrahim and i am wondering if i even needed them done at the time. Its very discouraging when i try my best to keep my teeth nice and you get told you have 10 cavities. I am thinking about filing a lawsuit against him. This is just terrible he would of just ruined my teeth with all of those unneeded fillings. I just wonder how many people are getting work done that is not necessary.

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2th doc
, US
Jun 02, 2009 7:46 pm EDT

You might consider going to a private practice (non-clinic) dentist who someone with your values recommends to you. You might even need 2 opinions. The dental clinics have different motivations and agendas by the nature of their business models.

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Sears awful company

I signed and paid for a contract with SEARS to install a dishwasher I purchased from them. The installation date on the contract was for April 4, 2009. We waited most of the day for them ..calling them many times. They did not show up on April 4, 2009. On April 5th, they said they had a glitch in the system and accidentally canceled the installation order even though they confirmed the installation appointment the day before. I not only called the store many times but also went back in person to the store two days in a row, April 4th and April 5th, 2009. Both times the store attendant in the appliance section said they could not find the store manager. Both times I waited at least 15 minutes while they attempted to find the store manager. Once again, SEARS has taken no action to rectify this situation. They did not honor their installation contract, we wasted an entire day waiting for their installation service and the response from SEARS was essentially 'to bad'. Also, note, unfortunate fact I found out after wards, I filed a complaint with the Better Business Bureau against SEARS. In the process, I discovered they have in excess of 14, 000 complaints actively on record against them with the BBB.

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Rac1985
, US
Jun 06, 2016 5:43 pm EDT

Meant it to say have u sued them

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Rac1985
, US
Jun 06, 2016 5:43 pm EDT

I am having the same issue . Have used them

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Mikerl
Springfield, US
Sep 23, 2009 11:27 pm EDT

To whom it may concern,

This email is an attempt to explain the calamity of my recent experience regarding your customer service protocol…

My wife and I recently purchased a new home.

Sunday Sept 20th we went to Sears to purchase a new washer and dryer.

- Our sales rep Troy Albany was very helpful and we purchased a Samsung set along with 2 pedestals and two of the 3 year service agreements. All totaling $2409.31. (salescheck #[protected], tran #2473, pg #10, store #01654, reg # 122, assoc #232).

Next day delivery scheduled (Monday) and the appliances arrived on time. The delivery person tested both units and they worked fine so my wife tipped the 3 delivery persons $10/each for their effort and they were on their way…nice guys BTW.

Tues, dinner time, my wife puts the 1st load of wash into our new washer. She then returns upstairs to have dinner with myself and our 2 year old daughter. The wash cycle was set for 44 minutes. At minute 32, she went downstairs to check and the screen indicated 12 more minutes until the load was complete….no problems.

- Approximately 30-45 minutes later, my wife was screaming from the basement “Mike, oh my God, get down here, oh no, oh no, what the hell!?”

As you can see by the attached pictures, the washer malfunctioned and punctured something in the bottom of the machine causing water to flow down the side of the pedestal towards the lowest (ironically the finished) part of my basement.

Me: “Deep breath…..stuff happens….sigh…thank God we bought from Sears and not some little guy, they guarantee satisfaction…right?”

Step 1: Call 1.800.4myhome, done. They tell me to call the delivery customer service number, done. They tell me that a new washer will be delivered ASAP (Thurs or Fri) which is beginning to ease my chagrin and validate my choice of retailer (Sears).

Step 2: I’m instructed to call Sears Insurance Claims 800.727.0121 to file a claim for property damage. The customer service rep gives me a claim # L0909220718-001 and tells me an adjuster will call me in 2-3 business days. I ask if they could call me sooner and they tell me “that’s how long it takes to process”.

- My anxiety gets the best of me because I am diagnosed allergic (to the point of asthmatic) to mold and so is my wife and possibly our 2 yr old daughter but she is yet to be tested because we do not expose her to mold. 3 days is too long for all this water to sit in our dark, drenched basement before an adjuster shows up and then approves a clean up team to begin the “drying process” a day or so later.

Step 3: I decide to call Allstate Insurance to make them aware of the situation and inform them that Sears is liable but I cannot wait 3-4 days for the water to continually damage my property. A claim is submitted and they offer to send someone to my house within an hour. I told them to wait until 8am Wed morning since it is a 3-4 hour setup process to begin dehumidifying and “drying” my basement until an Allstate adjuster can assess the damage. This was not offered by Sears. Allstate tells me they will coordinate with Sears to be reimbursed for the claim and may be able to recoup my $1000 deductible as well. I express my concern that I have a “no claims” discount on my Allstate policy and am concerned about an increase in premium due to this claim. The customer service rep could not address this concern and I had to make a decision to submit a claim based on the response time of Allstate vs Sears Insurance. Likely, my homeowner’s insurance will increase.

Step 4: The anger builds and I decide to visit the store hoping that since the salesman at Sears was so pleasant and helpful, maybe his operations manager (Liz Owen?) will look at the pictures of my basement and realizing that it was a fluke thing, put herself in my shoes and imagine the hindrance of my family’s daily routine by not having a washing machine this week, the basement being in shambles for possibly 2-3 weeks until new carpets are installed, having to sleep above 7 industrial fans running 24 hrs/day for the next 3 nights (even louder than you imagine because we have hardwoods in our 1st floor bedroom), making myself available to the insurance adjuster, restoration contractor, Sears delivery guy and carpet guys (all of which means I have to leave work to meet them during their time window) and make me an offer that would reaffirm my faith in Sears as an American retail icon that stands behind their products because:

Sears:

Our Vision
Sears Holdings is committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships.

Our Mission
Build customer relationships
Make more money
Improve every day

- Unfortunately, Liz told me repeatedly that Sears Delivery are the last people to “touch my appliance, therefore my claim is against them”. I told her the washer worked fine when the delivery person tested it. Obviously the appliance is defective and my inconvenience has a value. That is why I am at the store, to discuss the value of my inconvenience…to “build upon the trust” that I had when I agreed to the 3 year service agreement…to “build customer relationships” by offering me monetary compensation for my aggravation and “make more money” by retaining me as a customer for a “lifetime”. Liz responded like a broken record…”I’m sorry, there is nothing I can do. If I offered to refund you the cost of the washing-machine, that could negate your claim with Allstate and Sears Insurance. You have to deal with them.”

Bottom Line: In closing, my situation is probably 1 in a million. I understand Liz’s limitations and protocol. In my opinion, the value of my inconvenience (including a possible homeowner’s insurance increase, time lost from work from time of incident to new carpet installation and the aggravation of shopping for a new Christmas tree, sleeping above these damn noisy fans, my basement being a wreck, leaving work to meet with contractors and adjusters, tipping the delivery guys (because I’ll also tip the guys that bring the new unit) and the time it took to write this email) is $2409.31, my service agreement extended to 5 years on both appliances, my $1000 Allstate deductible reimbursed and the $30 delivery tip reimbursed.

This type of response will rekindle my faith and trust in the American Retail Icon: Sears.

Regards,

Michael Kerl

610.986.4955

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Sears it will not get clothes clean

I bought or my son bought for me as a gift, this washer and dryer in 2007. It has been serviced 2 times and it still will not get anything clean. It never has and I've tried everything to get my clothes clean. I am so disgusted with this washer, I'm going to buy another washer, as Sears does not know how to repair it or...the washer is obviously a lemon. I've heard so many talk about this machine as well. I am not believing I have to wash clothes at least 3 times, with minimal loads of clothing, to even get them to look clean. I don't over use the HE detergent, which I think does not clean anything. I have always purchased all appliances at Sears but, this just does it for me, as they could care less that I NOW have to go to a laundry mat to get my clothes clean. I think you should take this washer off the market and try to keep customers of 30 + years, such as myself. I have told everyone about it and that you would not or could not repair it. I can not believe that my son paid so much for the washer and dryer and it has let me down so bad that I've only mentioned it once. They do know not to buy one, which they were looking at buying one for themselves...not now. You should stand behind your products as you once did in the past. You have really let me down and I don't like going to a laundry mat when I have such an expensive washer as this washer is. You should be ashame of yourself for not being able to repair or exchange, even for a cheaper washer, instead of this piece of machine.

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eastcoastmom
North Andover, US
Sep 20, 2009 7:24 pm EDT

I just bought the Kenmore Elite Smartwash this summer (washer and dryer) from SEARS as well, and I CANNOT get the clothes to smell clean for the life of me! I also get the musty smell that was mentioned. Even when I use 3 dryer sheets, the clothes smell like nothing, if not musty. So, now I'm washing very small loads, leaving the washer door open between loads, and using 3 dryer sheets, and I can barely smell freshness. What a RIPOFF! My old top-loader could be filled to the rim and everything was clean and smelled awesome! There needs to be a class action suit. Oh, and the installers ruined my stair banister while installing. What a joke, SEARS!

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Sears high interest

I am a long time sears customer and I feel that your 23.24% intererest rate is unjustified. I am loyal to you in making my payments for years. I feel you could be loyal to me and lower the interest rates. Our relationship will be terminated if you persist in charging the high interest rate. It will be to our mutual benifit to continue buisness together. I hope for a speedy solution to our problem.
Timothy K Hardwick

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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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