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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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6:43 pm EST
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Sears sales scam

On Dec 6 2015, I received an email from Sears advertising a Champion generator on sale. I purchased it from Sears the payment was made to Sears, the invoice came from Sears. Being closed to the Holiday the return policy on the invoice from Sears said that if needed, it should be returned by January 26. A week after delivery I called to return it and was told that it was sold by a third party that Sears has a contract with. I called this third party and got a answering machine, someone with a heavy foreign accent, which is typical of this day and age. I left a message asking them to return the call. They never did. Today I called Sears again, told them what happen and they promised I'd hear from the seller. The seller emailed me and said they wouldn't take the return after one week or if the box had been open. I repeat - I purchased it from Sears the payment was made to Sears, the invoice came from Sears. Being closed to the Holiday the return policy on the invoice from Sears said that if needed, it should be returned by January 26.

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2:01 pm EST

Sears washing machine

My parents bought a washing machine 6/17/14. They have a 3 year warranty. They have had nothing but trouble with the machine and the repair people. They have been to the house 3 times and scheduled 3 times with "no show". My mom is 76 and has cancer and my dad is 80. They have been to the laundry mat once--when I found out they did that, I was upset. My mom does NOT need to go to a laundry mat. I have washed their clothes for them since. The lady from sears said they would reimburse their money for the laundry mat, but the point is--if they would fix the washer, they wouldn't need to be reimburse. Sears use to be a GREAT company, but I don't know what has happened, they act like they could care less about their customers. Salescheck# [protected]

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9:58 am EST

Sears tractor #[protected]

On August 01, 2015 I purchased a riding lawnmower from Sears. Model # [protected]. In November the mower wouldn't start. I called the service department and was sent a solenoid. That I had to replace/repair. The mower still wouldn't start. Today January 5, 2016 a technician came to the house, he stated that the motor was siege. He stated that even thought we have a warranty it doesn't cover that. I am pissed. How can a determination be made just like that. The mower could've been defective from their factory. We only used the mower 4 times. The technician stated there was no oil in the motor, we checked the oil and there is oil in the motor. This is the 2nd tractor brought from Sears that I had problems with. I will not buy another one from them. I am seeking a resolution that this tractor be repaired or a refund. I am not going to pay over $1000.00 placed on my Sears charge for a non-working tractor. I will be contacting the Better Business Bureau. And if have to a lawyer. Sears closed down their repair centers leaving the consumers with limited resolution. The technician arrived with a serious attitude and left with a even worst one. I once brought a new truck in within months a new motor had to installed. Why factory defect. I hope that this matter will be resolved.

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9:04 am EST

Sears mattress

I bought a Stearns and Foster from sears for $2400.00. It was delivered with two sagging impressions down both sides and a large hump down the middle (I believe it is used). It was deemed defective and a new one was delivered in two weeks. The second one has no support along one side and the springs in the bed make constant noise when there is any movement. Sears won't honor their comfort guarantee stating we used it up with the first defective mattress. I will never set foot in a Sears store again. I have a bad Stearns and Foster and I am out $2400.00

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6:21 pm EST
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Sears installation services/damages

This will be simple and short version... Washer was bought on 11/13/14 and installed on 11/29/14. Several months later (June 3, 2015) while retrieving a stray sock from behind the washer, I found that the washer had been leaking which left floor and wall damage. Several phone calls/letters/emails/inspections were exchanged to rectify the issues to no avail. Sears nor subcontractors seem to not want to take responsibility for shortcomings involved with the incident. My family has always testified to the upstanding quality and service from Sears for many decades and find it somewhat insulting that this one incidence cannot be resolved.

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11:53 am EST

Sears Fridge caught fire 12/26/2015!!!

Kenmore fridge caught fire in the compressor area on the morning after Christmas. Thank God I was awake and through the main circuit breaker. I could not see where the smoke was coming from. The fire department determined the fire was in the motor. I will never buy another Kenmore product in my life.

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11:12 pm EST

Sears kenmore elite dishwasher

I purchased a dishwasher less than two years ago, I decided to spend more in an attempt to purchase better quality. I spoke to the sales staff and was assured that the dishwasher I was purchasing was the best they offered and high quality. We spent over a thousand dollars on this unit and it having major problems. Outside of our warrant we are now looking at paying service calls to diagnose problems and given an estimate to fix. Either way you have to pay for the service call. Then there is the additional cost of the return visit and parts all of which is given to you when the technician writes up an estimate. Customer service is terrible with Sears, we were told that the service call would be waived, then we received an email that we were going to be charged the fee. Prepare for the run around, as well as dealing with rude, obnoxious and flat out mean customer service staff.

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12:37 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears return defective ge clothes washer

Ordered on line a GE washer described as "Floor Model" on December 17th. Washer was delivered on December 22nd. After further examination it was event the washer had been used. Not what I would call a "Floor Model". Called store twice to have washer picked up, left message for store manager to call me, no return call. Called on December 23rd and was able to talk with Brad, said there would be a charge of $90.00 to pickup the washer. Under protest I agreed to have it picked up on December 29th between 6:30 and 8:30PM, no show.

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Resolved

Sears issued a full refund on Dec. 31st and they did it without me calling, very good. Now the question is will they pickup the washer?

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12:23 pm EST

Sears elite series canyon washer

We bought ours in 2009. Worked great for about 2 years. Then the noise started. Called Sears appliance repair. They cleaned it and left. $150. Then UL every stinking load. Everyone! Called Sears. They replaced the drive shaft. Not charge! Yea! Within a few months F1 codes. Constant. Had Sears again. Cleaned (so they said) $150. UL, F1. Called a local company. Found the drum was not set in correctly. Wire loose in control panel. Worked great for about a year. Then UL codes. Found online that the machine should be cleaned about 1 once a quarter with strong bleach (also cures the odor problem). Worked well for a while. Drum froze up. Called local service. Found a screw had. Come loose. 2 weeks ago. We had a huge noise in it. Now it is leaking. We have put more money into this junk than buying new one. Never again. No more Sears products. Customer service stinks. Products are junk.

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4:53 pm EST

Sears kenmore elite refrigerator repair

Never will I buy sears again and the service is not like it used to be! The refrigerator is only 4 years old. It quit cooling. It took 2 weeks to get a repair person to come out, another 2 weeks to get the parts (Really, amazon can get things shipped in 2 days). One week after it was fixed it defrosted and quit again. Called the repair department and they first scheduled it for another 2 weeks. Got them to move it to 1 week. Oh and by the way, the cost for fixing it was 500.00. I asked if they could credit me that amount to buy a new refrigerator. They offered me a 50.00 gift card to purchase a new refrigerator.

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4:05 am EST

Sears the parts weren't the same as I needed

I purchased parts for my refrigerator from Sears Parts Direct. I have indicated the serial number and the model, but when I received these parts I noticed that they were different. The repair guy told me that these parts didn’t fit my refrigerator and they were completely different. I explained it to the owner of the company, who insisted that the parts were correct. I don’t know how to persuade this man and change the parts.

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8:25 pm EST

Sears fridge

i have a 2013 Kenmore refrigerator model [protected]. it was working fine all this time. one night last month, the fridge was making too much noise and in the morning the display started showing ER RF error code, the water outlet stopped working and fridge was doing uneven cooling. i called the sears repair customer service, the rep had me sign-up for extended warranty plan and charged me $280 and scheduled an appointment for technician to come and check. while doing some research, i found out that the fridge is on recall list for that error code. i called the recall toll free number, the rep told me that previous rep scheduled wrong appointment and charged me unnecessary. he said my fridge need a part (grill assembly), he will ship out a part and also scheduled the new appointment. after 10 days, i received a part which technician come out and installed it on dec 10th 2015. after two hour of technician left, the fridge started showing the same error again and stopped dispensing water again. i called and rep booked another appointment. the technician came, and said fridge need another part on dec 12, 2015 . he scheduled another appointment. then second part came and technician came and installed the part ( Main PCB assembly) on dec 19, 2015. technician was in and out in 2 minutes. after 2 hours same thing, same issue. i called the customer service, rep booked another appointment. on the appointment time, technician called me on phone and told me that fridge need another part which he don't have so he is not coming at all. i called the customer service and spoke with supervisor Harvey ( id 430702), Harvey refused to explain me why my fridge need a new part every time and why technician did not come and try to detect the actual problem with the fridge. my fridge is not working properly from last whole month. the sears failed to properly fix the problem or provide any proper resolution. my food is getting wasted and sears refused to compensate for food loss. please help.

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3:18 am EST

Sears kenmore elite refrigerator made by lg model [protected]

Refrigerator quit cooling on 12/7/2015. Repair set up for 12/8, Sears rescheduled repair for 12/10. Repairman put in a sensor which did not correct the problem. Lost all food. Repair set up again for 12/16 but rescheduled again 12/21. Needs condenser, evaporator, compressor, ice maker fan and other parts. It is 5 years old and needs all these major parts. I have written Sears and given them details, called the local Sears to no avail. Repairs will cost close to $1, 000.00. They will do nothing about replacing this unit because a Protection Agreement was not taken out when purchased. I have also Direct Messaged Sears and LG through Tweeter.

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11:17 pm EST
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Sears bed and box spring

I purchased a mattress from Sear Outlet, it is infested with bed bugs. My 5 and 7 year old where bitten over and over again. I took them to the doctors, she said they were spider bits. Treated them for spider bits. I feel asleep on the kids bed. I woke to bed bugs biting me. Two professional exterminators came to invested and confirmed bed bugs, strongly implied Sear Outlet store bed. Researched on internet. EPA website list cause/source of bed bugs, Sears mattress only applicable one. Call Sear Holding company they told me Sear Outlet is a separately owned company. Called Sears Outlet cooperate number then transfer me to Sear Holding. Called store, employee used vulgarities when speaking with me. On hold for 40 minutes before hung up on. Corporate nor I can reach store or district manager via phone. Went to store, found employee sitting on chair with feet on table for sale. No manager or anyone on property in position of responsibility for store. Employee did not know the managers full name. Four days before Christmas, children sleeping on floor, need to throw out their toys, clothes and pay exterminator verse rent and buy food.

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9:13 pm EST
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Sears I am complaining about sears inability to deliver a washer or dryer.

The dryer we have now a Kenmore HE3 had a fire within in it and so we ordered a new washer and dryer. A month later, We are currently on delivery #7, which was still was incorrect, and we do not have an operable dryer. Between each scheduled delivery we were never a priority. We could not receive next day delivery and had to wait several days in between each failed delivery. Almost a month ago we ordered a washer and dryer. Delivery #1- we were told the associate sold us a dryer that did not have "right side vent" although the associate said it was. We went back to Sears and ordered the correct machine, Delivery #2- washer broken was broken. We did not accept delivery and did not accept delivery. Delivery #3-dryer came without right side vent. It came rear vent and did not accept delivery. Delivery #4- dryer came rear vent. We purchased right side vent and did not accept delivery. Delivery #5-dryer came rear vent. We purchased right side vent. (We were assured next delivery would be correct as Sears manager and delivery were paying special attention to our account) Delivery #6-Dryer came left side vent and did not accept delivery. We were also told washer would not fit in the location of our laundry machine as the matching washer was too deep. We had a contractor come to our house and modify the area of the washing machine and dryer on a Saturday so our next delivery (#7) on Sunday the machine would fit properly., Delivery #7- After being almost an hour late with the delivery, man said the washer door was broken. We told him we would take the dryer to be delivered and installed and have Sears come back with the washer. He said OK, had delivery service call us to verify we would accept only the dryer to be delivered. He then packed up his truck and left our house! Sears claims they had no way to reach him, and we would have to wait 2 days to get back on the schedule. This is truly the most disgusting display of customer service I have EVER witnessed. I have never seen such a lack of integrity from CSRs or delivery men. SHAME ON SEARS DELIVERY

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2:03 pm EST

Sears Kenmore 71043 french door fridge not closing

The Right door closed by itself for 3 years no problem - then one day it would no longer close by itself, and when I manually closed it, if Left door was opened and closed the right door would pop open. Called Sears and tech came and stated all he could do was elevate front of the fridge and hoped gravity would keep door closed. Waste of time - Right door still popped open when left door was pushed close. Self google web search found Center Hinge needed to be replaced, which is located on the lower corner of the French door. Here is the part needed for the Right French door. AEH36821902 http://www.searspartsdirect.com/kenmore-elite-refrigerator-parts/AEH36821902/0046/795/model-79571043010/0583/0161000.html or http://www.searspartsdirect.com/model-part/79571043010/0583/0161000/F1004050/00005.html Don't take lame excuse from Sears that 'Nothing else can be done to fix door".

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3:50 pm EST

Sears unethical behaviour

I ordered a toolbox on Black Friday. I received an email telling me to pick up the item at the nearest Sears, 30 miles away on Dec 6. I borrowed a vehicle and drove there only to be told it wasn't there. I called Sears.com and was told an investigation would be done and wait 24 hrs for an email. I called again on 12/10 and was told to wait on an email but to appease me for my troubles, UPS would deliver. 12/19 I called again. Told a further investigation would be done, wait for an email. I have yet to get an answer, a toolbox or my $117 refunded. I can promise you that I will never shop at Sears again and will also inform my family and friends of their unethical business practices.

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What's wrong with you?
Coldtown, US
Dec 29, 2015 11:23 am EST

Thanks for acknowledging that fact.

M
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meep591
, US
Dec 28, 2015 8:26 pm EST
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Wow. So glad you cleared that up What's Wrong. You are so obviously superior in every way to the original poster.

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W
What's wrong with you?
Coldtown, US
Dec 18, 2015 5:13 pm EST

They may have screwed up, but there was nothing unethical done.

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11:32 am EST

Sears customer service

I placed an order for a pre-lit tree and ornaments for the office per my boss and right when I clicked the submit button Boss tells me he doesn't want to pay that price for those items so I immediately clicked on Customer Service Chat. I gave the order # and explained my dilemma and was told he cancelled the order and I would receive an email within 24 hours to confirm. (I printed Chat Transcript just in case) 24 hours later I receive an email that says YOUR ORDER HAS SHIPPED! So I contact Customer Service Chat again and this time a different rep tells me "once the order is placed we do not have any option to cancel the order" so now I flip. This one tells me to refuse the shipment or take it to a local sears to return it and I'll receive a refund back on the card I used. So I ask for the HQ address and number and was told "as a chat representative we do not have any option for the corporation HQ address" (Again printed chat transcript). I called complaint dept but this guy only handles service complaints. So he said I can write to HQ which I am.

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12:00 pm EST
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Sears craftsman air compressor, model #919.153090. compressor leaks and will not hold pressure

I have been shopping at Sears for over 50 years. I have purchased my Craftsman tools and toolboxes along with other items including clothing from various Sears stores. I purchased a Craftsman air compressor, model 919.153090 from the West Covina Fashion Plaza Sears store in West Covina, CA on [protected]. Over time the compressor developed a leak and would not hold pressure after it reached 150 psi. Recently it would not reach 150 psi and ran continually. Knowing the reputation of Craftsman products I took my compressor in its original box with all the attachments to the Sears store at 5261 Arlington Avenue, Riverside, CA 92504. I contacted the tool manager and advised him of the problem. My intention was to possibly exchange the compressor or at least be told where I could have it repaired. The manager gave me a 1-800 number to call and told me to give the salescheck number to the operator. He did not offer any other assistance. I called1-[protected] and after a brief time I spoke to a woman named Linbsay. I gave her the information contained on my receipt including the salescheck number. She put me on hold and when she came back, she said she could not find the salescheck number. She further stated she dealt only with on-line sales. She told me to take the compressor to a Sears’s tool manager at a Sears’s store. I told her I had just done that and that I was in the parking lot of the Sears store in Riverside, CA. She apologized and during our conversation she told me 3 more times to take the compressor to a tool manager for assistance and 3 times I reiterated that I had done that. She put me on hold again and after over 8 minutes, came back and gave me another 1-800 to call for repairs. Communication with Linbsay was difficult. I called [protected]. A mechanical voice answered and asked me to explain the problem. I did, and the voice said, “Sorry, I didn’t quite get that” or words to that effect. I finally spoke to a live person named Paula. Paula asked for my zip code and put me on hold. I was then connected to another mechanical voice that asked to explain the problem. After approximately 7 minutes, my frustration peaked and I hung up. On Sunday, 12-13-15, I received a call from [protected] and spoke to "Grimes". He was absolutely of no help. All he did was give me another 1-800 number to call. I called the 1-800 number and was connected to a mechanical voice. Still no help I am quite dissatisfied with the customer service I have received from Sears. Any assistance you can offer me will be appreciated. Thank you for you consideration in this matter.

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8:35 am EST

Sears order by phone

I kept getting emails from Sears saying I had $25 in surprise points so I finally decided to use them. While trying to place an order online the points would not show up so I called Sears and was told I did have these points and I could place the order on the phone. I ended up ordering 3 different shirts, a pair of slacks and a pair of PJs for my Grandson's Christmas gift and had them shipped directly to him in another state. I purchased $35 worth to avoid a shipping fee. It took about an hour to make the order... I should have read the writing on the wall then and not ordered! About 5 to 10 minutes later I get a confirmation email for the order. The slacks were not ordered at all. They also had ordered 2 of one shirt and another shirt was sent to the correct street address but wrong state! I immediately called and was told there wasn't anything they could do about it. They said once the order is placed it's unstoppable. They knew they made the mistakes but it was now MY problem. The shirt that was sent to the wrong state would probably be sent back to them and if it was I could contact them for a refund. If I wanted the slacks I would need to pay full shipping rates on them and the 2 shirts just alike? Go stand in line at the store and get my money back! So much for the ease of shopping online. Since that time I have spent hours on the phone and chat trying to just get the shirt that was sent to the wrong state shipped out correctly but they will not do that. They want me to order it and pay as much for shipping as the shirt costs and trust them to refund the shipping fee. Ha! I was told once they were crediting my card for the full amount of the shirt but after waiting a week they credited me .78 cents and put the rest in an online account I can use. It's funny the PJs were only given a 3 cent discount but the shirt they mailed incorrectly was credited almost completely. I could go on about all the things they said they would do but didn't, how totally uncaring they are, etc. but I'm fed up! Let them keep the $7. They must need it. I will never, ever, buy another item from them. EVER!

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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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Phone numbers

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