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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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1:28 pm EDT
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Sears cancelations

Had tried to review shipping and duty costs but instead of allowing me to review it confirmed my order. Within 4 minutes I had emailed requesting they cancel the order but 50 minutes later they sent me an email stating order has been processed and they do not accept cancellations. I was told the only thing I could do was not accept the order, the items would be credited however I would be stuck with the full amount of shipping. Shipping charges were $170. ... that was more than the cost of the stool. I have written several emails, called several #'s but it seems no one is interested in helping.

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wasa12345
, AE
Nov 29, 2014 11:54 am EST

Yes it is big big big Scam... Sears.com you should be ashamed!
I made a international online purchase and apparently never received it because Sears.com had shipped it to the US and not to the United Arab Emirates... UPS returned the Parcel to Sears and still no update... just a automated email.. can you believe?
Unfortunately Sears International processed the charge to my Mastercard and that bill has been paid. Sears International never refunded me my money. There is ABSOLUTELY NO WAY POSSIBLE TO TALK TO ANYONE AT SEARS INTERNATIONAL. I would like someone who can HELP contact me by phone, you know, an actual voice from a human being. Emails from Sears International are nothing more than a form letter that generates the same response over and over. It seems to be nothing more than a scam.

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Kevin Bloxom
Seaford, US
Nov 21, 2013 8:53 pm EST

shc@customerservice.com
international@customerservice.sears.com

Below is all my order information. I never received any confirmation email, and apparently Sears International has canceled my order without notifying me. Unfortunately Sears International processed the charge to my American Express Card and that bill has been paid. Sears International never refunded me my money. There is ABSOLUTELY NO WAY POSSIBLE TO TALK TO ANYONE AT SEARS INTERNATIONAL. I would like someone who can HELP contact me by phone, you know, an actual voice from a human being. Emails from Sears International are nothing more than a form letter that generates the same response over and over. It seems to be nothing more than a scam.

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5:28 pm EDT
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Sears promise not met

I have had an account with sears connect for a number of years. Recently I decided I needed a smart phone and called customer support who helped with my selection and was told that there was a special on for 3 months services free and a 50.00 gift certificate with sears if I selected a 3 year plan. My first bill came in as expected with the service free but when my second bill came in it was not discounted and I have yet to receive my gift card. I would say that my contract has not been met and unless I receive the articles mentioned I would be allowed to cancel without penalty.

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5:22 pm EDT
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Sears craftsman lawn tractor

Purchased a 54" lawn tractor from Sears Friday April 8 (in the afternoon) It cost me over $2000.00 The mower quit with in 1 hour of use. called Sears and got no help . Took the mower back to Sear Saturday April 9 in the morning . They had to start it when they backed it out of my trailer --it started but idled rough. The store manager took the mower but charged me a 15% restocking fee
saying it was a "used" mower. The mower did not work as it should have ..I'm not willing to spend 2 grad for something that does not work

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Update by DJN21
Apr 13, 2011 2:13 pm EDT

The manager was not there when the mower was restarted and taken off my trailer--I had one of the help that was there tell her what the tractor sounded like --he told her it idled rough and the drive belt was off the pully --she did not change her mind! so much for customer service!

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7:12 pm EDT
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Sears water leak in refrigerator water refill line

When a Sears Technician hooked up the water dispenser line in 2008, I was not aware that he had not checked his work for a leak! The leak was so small that you could not tell. In addition, it was installed under my sink-the water line and a valve-so that small leak was not noticed. Eventually, I detected an odor coming from beneath my sink on March 29, 2011 and when I removed the items from under the sink, I saw mold and the tiles that were installed under the sink were all loose. When I began to remove them is when I saw how extensive the damage was. At first, I thought I had a plumbing problem so I called my plumber. He could not find a leak until he added some water in the sink and placed a blue pill in the water. When he drained the sink, he showed me where the leak was coming from: The Sears installed hose and valve had a very tiny leak, which is why it took years to notice the damage. Therefore, on March 30, 2011, I called Sears and I reported everything as described above. They scheduled a technician for 4/5/2011 between 8:00 a.m. & 12:00 p.m. He showed up and immediately asked what was wrong with my refrigerator! I said nothing was wrong with my refrigerator and once again explained the problem! From there it all went downhill and I was so unnerved my blood pressure-I nearly 68 yrs. of age with high blood pressure-began to rise so I asked him to leave. I called Sears to complain and eventually after many transfers and always having to repeat my name, address, tel. number and my complaint, I was sent to what they said was the Damage Claim Dept. who seemed to be sympathetic and a lady named Teresa gave me a Claim number 103800 and said that they would call me back in 24-48 hrs. for status. Well that never happened and for two more days I called and eventually wound up in a 'Black Hole' and no one could find the Claim number. I was truly upset; especially after a person by the name of Licio Navas transferred me to dial tone! With that, I called back and cancelled my extended warranty. The proceeds will be use to fix my problems. In addition, yes, I still cannot use my water dispenser and I used a portable heater for over 48 hrs. to dry out the wood-tiles were removed-and walls beneath my sink. Having read about some of the many complaints regarding Sears, I now know I am not alone in realizing how dysfunctional Sears has become-especially their installation, repair and Customer Service A.K.A. Customer Harassment! In the photos, you will see the damage, the bucket of tiles removed, the goop that was removed, the tools that were used and the heater!

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10:22 pm EDT
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Sears Purchase 2/12/10

I purchase a sears Kenmore 500 washer I did not purchase warranty because I was replacing Kenmore washer which I had for 10 years, I also purchase a dryer and a 20 inch tv the same day. Today which is 4/6/11 I was useing the washer and notice the cold water was not going in the washer. I went on-line to the Blue - Crew which is Sears customer service for repair hoping to get some assittance only to get get an apointment for repair with two options of paying (1) if I purchase a $219.00 warranty for a year (2)Pay $129.00 plus parts. This seems like a rip off when the washer is not even 14mths old. I then call Sears [protected] and spoke with customer rep. who stated he could have a repair out. I ask why was their no trouble shooting to help to resolve the problem he said there was was no tech. on site it seems to me this outrages when appliances can't last any more than a year. Was this washer defected or was it built to last for ashort period of time. It seems that Sears should stand by their products. I then went on-line to trouble shoot told them my problem, was told they thought they knew what the problem was and would tell me for 24.00. What is country coming to.

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Sears statements

I'm a frustrated sears customer, Why can't sears ever get anything right?
when I bought a applicances a couple years ago, I applied for a promotion with installment over 36 months ..so I got my statement then of course they got that wrong ...I had to get that corrected (time and annoyence)
this year I decided to pay the above off...well I didn't know I had to 'ASK PERMISSION"..I sent a cheque in it showed up as a credit I inquired as to why, thats when I was told I had to ask first..O-K-A-y...I did that. Next statement I still owed 350.00$ or so I forgot to add in that months bill...okay I paid that ...next billing showed up I owed 2.00$ okay after a phone call I paid that. ..I phoned sears to said are you sure thats it. Yes thats it.
I must have had I brain freeze, I ordered a living room furniture set.The sears store here in and in Dauphin told me okay you can order it but you can't use an installment plan, I asked why I was told that item didn't qualify for it, REALLy so I called coperate to inquire and complain a fellow Dan said no, you can buy the items under the installment plan and he processed my order, and no payments untill April2012just would have to pay the adm fees 70.00$ Okay . Today I get my statement and Its' got taxes shipping ang handling and still has an item from the previos plan I had paid off...not being impressed I called the fellow Dan back at sears coperate in Onatario of course Dan is off today, but Glenda helped me she listened and sais she find out about getting my items on to the correct plan, and about the TV (item from the old plan ) shr couldn't access that but would forward that info on to someone who could.So I thought I might as well mention my degree of frustration with SEARS.. oh and did I mention the chair (900.00$ on sale )advertised as a recliner/rocker with strigage. doen't rock and has no storage.
This will be my last adventure with Sears Canada.
I really wish Sears would just come over and pick up there furinture it's only been 2 weeks I should be enjoying it..nope not happening
Signed
a very frustrated client
cathy chambers
RR 2
Grandview Mb
R0L0Y0

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2:03 pm EDT
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Sears repair

I purchased a Kenmore Elite French Door refrigerator from Sears almost 5 years ago and paid over $2, 400 for it thinking I would have it for years to come. Last week the refrigerator stopped working without warning and we lost all our food in the refrigerator as well as the freezer. We called Sears and after getting the typical run-a-round for an hour, they said there was a recall on this model. They said it would take up to 10 days to get the part and they would send a repair tech out at that time. We did without refrigeration for almost 10 days and then when the tech came out he said there was not a recall on the refrigerator and it would be a waste of time to install the part. We insisted he install it anyway as we had waited for it. The part did not start the refrigerator and so he said the part we needed would cost us $300 plus installation. We reluctantly agreed to do this repair and he spent an hour trying to get the refrigerator to start again. It would not start. Next the tech said that he had no clue what was wrong with the refrigerator but he could order another part that would cost over $790 plus installation. That part would take longer to come in and then he could return and repair the refrigerator. He said he had no idea if that would get the refrigerator started either but it was worth taking a chance. When I asked if I would have to pay for the part and installation if it did not work he said I would still have to pay the $790 plus installation whether it worked or not. I declined and he said he could not leave until he collected $70 for the service call. Sears had quoted me only $65 for the service call to get the repair completed. He said that was the wrong information and that the service call was $70 regardless of whether or not he could repair the refrigerator. I complained to a store manager and got a phone call from Heather who said she was a manager in the repair center and that her technician reported back that I refused to allow him to fix the refrigerator so he left! I tried to tell her that he was at my home for over an hour and could not get the refrigerator repaired and said he could not tell me that it could even be repaired. Heather proceeded to call me a liar and hung up on me. At this point I have filed a complaint with the attorney generals office and the Better Business Bureau and I will be calling Sears Legal department shortly. Sears used to be the only place to go for large appliances and things for the home. I have now learned a valuable lesson in that they should be the last place to consider when you need to buy anything! The fight has just begun!

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5:15 pm EDT
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Sears bad customer service

I purchased a mattress that is very uncomfortable, and is killing the back. It sinks when you sleep on it, and causes pain. We were told there is a 30 day guarantee on ALL mattresses. Well apparently not, at least not according to the Sears Cares Team case manager Roy G.

SearsCares will not do a damn thing other than give you the run around. They will have you take pictures, do measurements, rulers, strings, the whole nine yards...and in the end tell you the mattress is fine. We called once the 30 days was up (we were told to try the bed for at least 30 days). We were rudely spoken to, and told he was the highest escalation we can go to, and we have no recourse. That we would not get a new bed or a refund. I have never been treated so badly before. The sears cares agents names was ROY G. (He would not give us his last name and became very agitated when we asked him for it). When we asked to speak with his manager, he said he was as high as we could go, and that was it.

He was extremely unhelpful, arrogant, and did not seem to care about our issues at all. This long time Sears customer will never shop there again, after the way I have been treated. I've seen the generic searscares emails at all these review sites. They are BS. You end up contacting them and you get treated like crap. Maybe we had a bad agent (ROY G.)

BUYER BEWARE-ONCE YOU BUY A MATTRESS FROM SEARS, YOU ARE ON YOUR OWN. The 30 day comfort guarantee is a lie. They make you take pictures and then say we so no problems with it. Buy from a reputable company that will stand by their products, but most of all treat the customer right.

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Update by UpsetSearsCustomer
Apr 05, 2011 6:29 pm EDT

I did not contact them after the 30 days. When you get the bed they ask you to try the bed out for at least 30 days. That's what we did. Then on day 30 we contacted them. We did everything right.

Here it is from their website:

Mattress guarantee (excludes crib mattresses)

At Sears we recognize the importance of a good night's sleep. To help you accomplish this we recommend you take a minimum of 30 nights as an adjustment period for your body to get used to the comfort and support of your new sleep set. If after 30 nights and within 60 nights of your delivery you feel that your bed is not as comfortable as you expected, let us know and we will be happy to arrange ONE selection exchange for you.

Update by UpsetSearsCustomer
Apr 05, 2011 6:26 pm EDT

First off, I am not looking to harass anyone. Why would I want to do that? I am keeping a documented record of who I speak with. It is what a smart consumer does. I simply want the comfort guarantee that was promised me when we purchased the bed. Nothing more. You are making quite a bit of assumptions.

I am not trying to my way as you incorrectly say. The way you say I want is Sears policy. Not yours, not the customer service agents, not mine, but SEARS. Second, The customer service was bad, very bad. You dont have someone email pictures, do all these measurements, for a simple exchange/refund that they offer to all their mattress customers within 30 days. When I am spoken rudely to, and told I cant exchange it, by an employee who is obviously not following company policy (at least the policy that is advertised to consumers), then yeah its VERY bad customer service.

You have no idea what you are talking about when it comes to the Sears 30 day policy. Its called a COMFORT GUARANTEE.. Look it up! Its not a if the mattress works guarantee. You are speaking about the manufacturer warranty (in this case Sealy), and that does not even apply here. You are mixing up the bed 10 year warranty, with sears comfort guarantee.

If you want to argue for the sake of arguing, with strangers no less, go bark somewhere else. I am an honest person who is only asking for help in a situation where I have been wronged.

Update by UpsetSearsCustomer
Apr 05, 2011 6:21 pm EDT

First off, I am not looking to harass anyone. Why would I want to do that? I am keeping a documented record of who I speak with. It's what a smart consumer does. I simply want the comfort guarantee that was promised me when we purchased the bed. Nothing more. You are making quite a bit of assumptions.

I am not trying to get "my way." The way you say I want is Sears policy. Not yours, not the customer service agents, not mine. Second, The customer service was bad, very bad. You don't have someone email pictures, do all these measurements, for a simple exchange/refund that they offer to all their mattress customers. When I am spoken rudely to, and told I can't exchange it by an employee who is obviously not following company policy, then yeah its VERY bad customer service.

You have no idea what you are talking about when it comes to the Sears 30 day policy. It's called a "COMFORT GUARANTEE" Look it up! It's not a " if the mattress works guarantee." You are speaking about the manufacturer warranty (in this case Sealy), and that does not even apply here.

If you want to argue for the sake of arguing, with strangers no less, go bark somewhere else. I am an honest person who is only asking for help in a situation where I have been wronged.

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Valerie
Valerie
, US
Aug 05, 2008 12:55 pm EDT

On 3/29/08 we received an email notice from Sears of a limited online VIP sale. It had online only specials which started Sunday at 6PM. Since we were in the market for a new refrigerator we attempted to purchase one online using this sale. We tried over and over to get the sale to go through on a 22.4 cu. ft. Trio French Door Bottom Freezer Refrigerator. Our order summary came through showing this was $988.10 with $65.00 for delivery. This was also supposed to be 12 months no interest on our Sears card. When we attempted the checkout, we couldn't get past the delivery address page. So I called their customer service. They weren't able to get the sale to go through either! The young woman put me on hold to speak to her team. When she returned she said no one could figure it out; but, they'd called a supervisor at home who would be in in two days and she would complete the sale for us. I should call back then and ask for the supervisor. When I did so I was told in no uncertain terms that they had absolutely no idea what I was talking about! So I sent a complaint to Sears via email. The big information they returned was that Sears doesn't deliver to the address provided! No one could tell me this Sunday night?! So, just get in touch with one of our stores - which of course wouldn't honor the sales deal since it was past the date! So, I contacted them via email AGAIN specifically asking why neither the computer program NOR their customer service people could tell me that was the problem! All I got back was Thanks for the feedback and it will help them improve their service. I can't get anyone to honor the terms of the sales event and get this refrigerator! It's like they don't care that I wanted to buy a $1, 000 refrigerator from their business. I believe they should have contacted me ASAP with information in writing to allow me to complete the same purchase and pick up the refrigerator at the store. But I can't get anyone to even answer that part of my complaint. I hope this reaches the right ears. I was going to contact the company president then found out they can't get anyone to take the job! I wonder why!

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Henry
, US
Sep 09, 2010 11:49 am EDT

My wife and I are looking to buy a microwave oven, we go to the store and find a bunch of displays, none of which we like. There is another couple looking for a microwave also. We've never met them before but we are comparing what is on your shelf. We notice 6 microwaves in their box's in the middle of the aisle and ask if we can see one. The associate states he'll be right back and after a few minutes he returns and states to us (not very nicely)"The vaccume salesman says it's just like that one" and points to one on the shelf. It was nothing like the one on the shelf..nothing at all, We explained that and asked if we could see it and he said "no" (he wouldn't even look at the box to see if it was different) Surprised we asked to see a manager, he said "fine" and briskly walked away. Both my wife and I and the other couple were rather taken aback by his rudeness. After watching him, the manager, and two other associates have a discussion while pointing at us the manager came over and asked if there was anything he could do for us. We simply asked if we could see the microwave in the box, He stated that he would not open a box. we asked if he could put one on display as there was a tag for one on the shelf but the shelf was empty, he stated "if I open one we won't be able to sell it" so I asked him if he expected us to buy a microwave based soley on the picture on the side of the box? he stated "yes" the other couple and my wife looked at him and said "you have two potential sales here but we would like to see it before buying it" he pointed at the box and sorry but I won't open it.

Not only have you lost two potential sales but you just lost a customer for life, probably two customers I suspect. A comsumer should not be expected to stare at a box in the store and not be allowed to see whats inside and be further expected to buy it. The attitude of the associates and manager were such that it completely soured our taste for doing buisness with sears. I have never seen a poorer display of customer service, at all...good bye! I will surely tell my friends and family about this experience.

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Atom_9
Columbia, US
May 29, 2011 7:40 am EDT

Wow 123321 you sound like a complete ###! This person bought a mattress from Sears and for some reason it may have hurt his/her back or other problems they didnt realize or they just didnt like it. It doesnt say only if the mattress is damaged you can return it etc etc. Rule no. 1 never ever ever buy a mattress you didnt sleep on even if it is almost exact similiar to the one you had previous; that is why I hate 1800-mattress they want people to buy a mattress that they have never slept on? LOL 1800 mattress has a very high return policy. Next time buy a mattress at Macy's atleast you know your going to get better customer service at Sears when I looked at a mattress I had to find someone to help me. At Macy's they asked me if I needed help 180 degree difference.

Sears policy clearly says they have 30 days and if they dont like it they can return it and they would pay a 10 percent restocking fee if they didnt want to select a different mattress. Upsetsearscustomer is smart to get the employee who was a complete dick! furthermore if this was me I would of rented a truck from Home Depot for 20-30 bucks taken the mattress back to Sears and take pictures of you dropping it off at their store. Let them deal with it, once you drop off the mattress back to them as long as it is within the 30 days it is on there property but make sure that you dont have any stains, most companies are hoping the longer you keep the mattress the longer you did something to prevent it from coming back. Sears in the 80's and 90's use to be the biggest department store in the USA but now there stores look like a big flea market but they do have good appliances
I am not sure about mattresses but after the experience you had I will go with Macy's; even though its 100 dollarts more. I know though if I have an issue I know Macys will not turn a blind eye

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Sears pd online no nothing

I purchased a washer on 1 april for 560.00 with delivery date of 2 april between 745am 1045am. Never received no calls called [protected] talk to theresa and jessie didnt know anything rude and said nothing they can do. Confirmation #[protected] on order fafs4272l. Called the preident of sears phil harrison left message. Alson contacted julius rosenwald left message my bank account is short 560.00 and I am not getting a washer. Mylawyer for disabled veterans fron wars is taken this up with the attorney generals office, also will be contacting all militray on line telling them about sears if no action is taken. My homephone is [protected]. Or [protected]. Kenneth a watson. E mail [protected]@hotmail.com. Recomend your staff be tranied on getting info, properly and timely. Again very rude. I have ptsd and bi-polar severe. I take 18 medications. Someone please help

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Sears price discrepancy

I was trying to purchase a drill press stand #[protected], model 220-12. Your internet site listed the price at $39.99 & had a special price icon that I could click onto. I did that and the price came up as $19.99 showing a $20.00 discount. I added the item tio my shopping cart & went to checkout. The price came up with only a much smaller discount. I called the local store in Howell, NJ & they gave me no help. I want to purchase the item at the price of $19.99 as advertised (I have a copy of the ad with that price on it). I hope that Sears will honor the price stated in that ad. If not please advise so I can proceed with my complaint to agencies that follow up on this type of false advertising. Thank you. Raymond Manger [protected]@optimum.net

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Sears false advertising/ punitive damages

Try this one! got an add for a 36" Jenn air staninless steel barbaque., Went to store they said that is on line order only and had never seen there one add. Sears and oneline sears not the same. Big LYE. ok so I order one line check all the spec's on it printed it had my fabricator build a complete cement bbque area for the drop in. Gave the specs to him so no mistakes. He thus cuts granite. Well guess what Sears has wrong specs on their website and in there add. After 2.5 hours on the phone and transfers and repeating and repeating the same story I was told no the model numbers are right. I replied look at the specs! OH sorry we only have 32" and can't get a 36" sorry for basically the false advertising which is still up right now.. LOOK at it is looks like it has been their since 12-10! So now I have to absorbe the increased cost of a 36" or be out $1800 to the contractor I paid to do this! FUN STUFF! They said all we can do is return it waive the restock fee. PLEASE LOOK AT THIS SINCE IT WILL GO TO COURT...

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stormstorm
spring, US
Nov 22, 2012 6:07 pm EST

Yes!"""

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stormstorm
spring, US
Nov 22, 2012 6:06 pm EST

Sears right at this moment doing false advertising for 32" and 50" tvs! ! Sr 50 brooksville florida!

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Sears repair

I want to file a complaint about how horrible sear repair is, and the terrible service they give to loyal customers. I had called on 3/25/11 and scheduled an repair appointment for 4/1/11 (1pm-5pm) for my Kenmore elite washer. I waited all day, I called twice to verify my tech was still coming and was told yes my appointment was still scheduled and the tech will be arriving by 5pm. So he never called or showed up. I called back at 5:30pm to find out if he was running late. They told me he was not even coming. I had to make a new appointment and start over from scratch. I was never called to be let known that my appointment was just blown off by dispatch and your tech. Now the soonest time they are coming is 3 days from now AND they have the nerve to give me an afternoon appointment 1p-5p again. This is very poor customer service, I feel they made the mistake and did not bother to keep my scheduled appointment today, they should make my appointment priority for the very next day not 3 days later. You customer service reps refused to help me, and said it is what it is and just take the appointment or leave it. I was hung up on twice, and on rep named Love refused to help, and she refused to give me her supervisor or manager's name. Plus your shabby techs you send here have never ever maintained or tested any of my Kenmore elite appliances in my 2 houses. They come ill equipped to fix my broken machines and leave telling me the part will be mailed to my house and to call when it arrives and make a new appointment again. And still I am left with an Expensive broken appliance. I was told by the salesmen my warranty agreements all include a yearly checkup, and I always schedule them for the same day as the repair, and the man never looks at the other appliances. I have always insisted on only buying the best Kenmore elite available for everything from Range Vents to the top of the line Refrigerators and everything in between in my 2 house, I never ever even looked at other brands, but after today NEVER again. I will never shop at sears, and I will never buy a Kenmore again. And I am in the market to replace all my kitchen appliances in 1 of my houses.

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Sears Poor service / response

Hello,

I am beyond dissatisfaction with sears and rachel cheek mentioned above that I decided to google and see what comes up and my family is obviously not the first they have come into contact with. On december 17, 2010, sears installed a new "energy efficient" hvac unit in my home that we are residing in. On january 27, 2011, we received a utility bill in excess of $1, 000.00 (Yes, one thousand). We promptly called sears about the issue and they tried to tell us that this is "normal". After phone calls and phone calls, I filed a bbb complaint and then finally someone contacted me. This complaint was officially filed 2/24/11. A ruben perez contacted me to tell us that someone would come out to check the installation of the unit. Nothing happened for weeks. Now all of a sudden, he is no longer on our case and it has been assigned to rachel cheek and tera mullen. As of today, 3/31/2011 no one has come out and we have been forced to turn our heat completely off because we have $1, 900 in utility bills for only 2 months. We have 4 children and this is absurd. Rachel cheek had the audacity to tell me that is has "been a rough winter for everyone". Excuse my language, but I don't give a damn because no one else has the spiked usage we have had only after installation of this unit. We live in a simple ranch style home with only 3 bedrooms and 2 baths. Last winter, our usage was nothing of the amount, so this winter would be no different. I am fed up with sears and their lack of action and non-chalant attitude. I even went as far as to contact the operations manager of our city and have him email them about our average usage and the apparant spike that occured.

All rachel cheek does is send out stupid emails and not act on a damn thing. I will continue to file with the bbb until an acutal resolution is reached and not empty promises to even start on the issue over a freakin month later.

I see now that we are dealing with a person who has not done anything in the past for other people except "see what she can do". How about "seeing" an actual resolution?

Regards,

April b.

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Sears subpar installation

I purchased a pool table from sears and paid $299 to have it installed. The pool table was installed incorrectly which has the pool table 1 1/2 off from one side to the other. I have called and emailed numerous times and I am forced to contract with someone else to get it installed properly. I will send the invoice to Sears for payment or take this to small claims court. My name is Troy Mobley and my case # is # 317385.

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Sears ge profile refrigerator

I purchased a GE Profile Refrigerator with computer on door in 10/2007, I purchased a 5 yr warranty which made the charges go up to $7, 000.00. I have been having trouble with the ice maker since day one, not making enough ice and have had a technician out to my home at least 10 times. They have replaced just about every part except the entire refrigerator. I need help. When I call the extended warranty department, it is in India, the people cannot speak English and is not understandable and they get angry if you request to be transferred to the United States of America. I need help with a resolution to this problem. It is now 2011 and Sears cannot resolve the problem. Do I need to contact GE ?

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Sears trick you into paying twice

Online I located and ordered skid shoes for my Craftsman snowblower. The part number was found, and was [protected] and two are required for the machine. The description reads "Skid Shoes 2".
After finally receiving the order, it contained only a single "shoe slide". Not two, and this little piece of metal cost $21.00 delivered. There is even a spot on their page for disclosures which could include little things like "price is per each", but that info is lacking. Sears was not helpful in fixing this other than offering to rebate me some shipping if I was foolish enough to order the other needed Skid Shoe from them.

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JKDE
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Mar 30, 2011 7:07 am EDT
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Amazon has it for less. $6.99 + $4.99 shipping each.

http://www.amazon.com/MTD-LAWN-MOWER-784-5580-0637-SHOE-SLIDE/dp/B0017P0MRI

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Sears liars, freud, and guarantee = I make stuff up as I go so that you would belive me

I was taking a shower yesterday morning before work and there was no hot water - strange. I go check the basement, there's water all over the floor. My 7 year old water heater started leaking water from the side vents. I immediately try to find out if Lowes or Home depot make same day delivery and istallations - I know nothing of water heaters. As I found out more info on what kind of heater I have, I was on the verge of ordering through Lowes, unfortunately, it was suggested I check out Sears. Oh, they have same day delivery also, and $100 cheaper. Big difference as the heater + installation costs at an avg of $900. Awesome. I call to place the order over the phone and asked them a couple times to make sure that they can do same day delivery, since they "guarantee" it if ordered before 12pm, but I wanted to make sure. "Definately" they say, you will be contacted by the installer within 2hrs. I placed the order at 8:55am, what a breeze.

Of course I had to stay home and mop my 1st round of 10 gallons of water from my basement floor and meeting a deadline as I worked remotely for work... two hours go by, huh...no call - it's 2pm now, hmm it's 3, still nothing. I call, they said wait another hour to get a call. "Wait, but are you sure the installation will happen today?" "Yes, definately." "Wait, but what time must they call me back before they can no longer do a same day installation?" They say, "5 pm. Your order definatly went through to them, I see it in the system, they must not have seen it yet" "Ok... are you sure they can still install today?" Yes. I call again at 4pm... They said wait one more hour, and call us back if you don't hear from them. "but if they don't call by 5, doesn't it mean they can't install today?" Um, yes. "So they won't be installing today?" Yes. "Ok, I'm cancelling this order, cancel it right now. Can you give me a confirmation number?" Ok, cancelled. No there isn't a confirmation number. "when will I see the charge back on my card?" 10 days.

5:35... "Hi, I'm calling from sears. You want a heater installed tomorrow?" Um, you're a bit late, I already cancelled. "Well, I still see you in the system, and I have the order. Do you want the heater installed tomorow or not?" Well when can you do it? "between 12-4pm" Fine. I'll work remotely again and schedule teleconferences to make another deadline. I looked up to see if there were any other complaints, and found one similar on this site. I thought, well, it was in Cali not here in Boston... although, it did have a similar ring to it... Should I try Lowes or Home Depot? What if they do the same thing, and I waste another two days.
Ok, I'll stick it out and complain later... I actually got a direct call from a number [protected], Sears can't be THAT BAD.

Next day 9am. "Hi, I'm just calling to check that my order for the heater will still go through since I cancelled yesterday but finally the installer called after waiting for 8hrs. Please check to confirm." ... after holding for 30min. Yes, I definately see you in the system. Your order is still here and you are scheduled for installation between 12-4pm. "Ok, so there isn't going to be any issues?" Nope, you're scheduled today between 12-4pm.

12:30pm "Hi, I'm the installer. I'm here picking up the heater and they said you're not in their system. They never recieved your order for a heater and they don't have what you want in stock." I called them this morning just to confirm and they put me on hold for 30min! "Well, they wasted my time too because I'm out here and the heater isn't here." Well %#!@*& me. Your dandy time was wasted.

Called to cancel the order again. Wow they actually gave me a cancellation number this time and said I will be refunded between 3-5 days? What the %#!@*&. Right, it's already past 12 and other places like Home Depot and Lowes, can't guarantee same day delivery anymore. %#!@*& it, I'm calling a regular plumber even though it'll cost $300 more. Got a quote yesterday, and they called back this morning to follow-up. They said they can do it tonight...I'll see. Will need to mop more water in my basement.

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Sears - service

I called for dishwasher repair, we set the appoinment for march 28 between 8 am to 12 spoke to Mike/Mark, also I ask if we have a later date but he said none, he sold me a package for repair and warranty for $204.00 I agreed and paid with my credit card . Advice tenants to be home at that time for the repair, around 12:04 pm, tenant called and said that...

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Sears lemon of a fridge

So we thought the Sears Scratch and Dent would be a good place to buy a fridge and freezer for our garage to bring down food costs. We wouldn't mind a little scratch or ding, it wodlnt affect the performance and we trusted Sears...because they are Sears. Boy were we wrong!
We paid $1100.oo one Kenmore Elite Freezer (still working) and then one Fridgidare FLCH17F7HWA-it is a freezer OR a fridge depending on how you position the switch. Purchase date April 19, 2009. They were new (just discontinued, never sold or repaired we were told)so they had a one year warranty.
In January of 2010 the Fridgidare stopped working. The repair man came out and fixed it. Then it stopped working again April 19, 2010. Sears sent someone out and fixed it under the one year warranty.It was the same repairman as in January. This visit he said "This is a lemon. It was sold to work as a fridge or freezer, ut it always breaks when used as fridge. There have been alot of angry customers that bought this one. You should buy the warranty, it is $85.00 a year and dont let it expire because you will need it."
Problem:We were not in the position to buy the warranty at the time. So Sears only stood buy that repair for 90 days.
We called Sears Scratch and Dent during that 90 period to let them know it wasnt realistic for us to spend $85 dollars a year on warranties. The expectation was that in making a purchase from Sears, they stood behind their products and service. The person on the phone at the warehouse acknowledged that were alot of problems with that particular item. He passed on to his manager who also acknowledged the same thing and passed us on to Customer Solutions. After 2 weeks of phone tags with a guy in that department, we were told "The Lemon Law would not apply to that item as it was bought in the Scratch and Dent Warehouse and was therefore not considered "New". Mind you, the tag on it was marked "New" not "Returned" not "Repaired" but "New". So "New" in the Scratch and Dent at Sears is essentially a "Used" item as far as Washington State is concerned (and according to Sears Customer Solutions.
We couldn't return it as we had had it for longer than 30 days. It broke after 8 months the first time, the day the warranty was to expired the 2nd time and now...
It is March 27th, 2011 and it is broken again.Yes, if we could have coughed up the $85 dollars lastyear we could get it fixed-not for free remember the warranty was $85.
It jst seems if you buy a major appliance for even $1000.00 from the "New" showroom floor, that the real cost is $1000.00 plus $85.00 for every year you expect it to keep running. I would think 10 years is reasonable so the true cost would be$1850.00
I called Sears today to see if they could help us out and how much to come out.
The first guy accidentally disconnected me.
The 2nd guy snidely said "MOST people buy the warranties. I expressed the frustation of the additional expense os $85.00 a year for the expected life of an appliance and again snideley"Well you can just take that up twith them in Warranties."-click.
The 3rd person, a young woman tried to help, but coudlnt and said it was best to call Customer Solutions in the AM. I did want to be transfered to the supervisor in regard to the prior person-and I was put onto hold music for several minutes and disconnected.
The 4th person needed me to explain the entire thing again as he wasn't allowed to allow me to talk to a supervisor again...but eventually attempted to transfer me, there was hold music for a long time, a phone rang for several more minutes but it was never answered.
Sears is not the company my parents knew and trusted. Sears is not the company I grew up trusting. maybe hard economic times has turned the Amercian icon into a fly by night operation concerned with how much money they can make off of warranties rather than being a trusted establishment.
Just remember these days, the price tage on products sold at Sears is just the amount needed to get it out the door, not the true price of an additional $85.00 for the life of the product.

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Update by mt67
Mar 28, 2011 3:57 am EDT

Sears Customer Solutions represtentative told me " I am so sorry, but the Lemon law doesnt apply since you bought it from the Scrach and Dent Warehouse, so even thought it was new its isn't the kind of "New" covered by the Lemon Law. So we can't help you." Can't? CAN"T? what he meant is our team researched the Lemon Law and we dont HAVE TO help you wo we WON'T.
I worked for Nordstrom for 10 years. There is ALWAYS something you CAN do for your customer.
Sears used to be in the business of selling quality goods. They are now in the business of selling warranties.
As for more research, having to think so far into what a potential loop hole might be- like is "New" always "New" is oustide of reasonable. Trustworthy businesses that act in good faith and at least attempt to meet a consumer halfway when thinks go wrong are getting far and few between.
Maybe if they had spent more time on their Customer Service and Quality STandards, they wouldnt be scrounging every dollar . In recent years they have had to merge with other companies as they no longer are financialy able to stand on their own.
If that doesn't work and Sears and Kmart and Lands End all go down together...those warranties wil be wortheless and their customers that trusted them will be left hodling the bag. do they care? I doubt it.

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JKDE
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Mar 28, 2011 4:35 am EDT
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The fact they know it is a lemon and won’t allow you to return it is insane. They just want to push more extended warranties that make a hefty profit for them.
Morally I feel it’s wrong but the new Sears just cares about money and not customer satisfaction. Call you local BBB and see if in fact the Lemon Laws in your state may help you.
Sears Outlet stores and scratch and dent appliances can be a good value. Always research the item first to be sure it is not a problematic lemon.

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Sears SEWING MACHINE PRICE

I WAS LOOKING FOR A NEW SEWING MACHINE AT SEARS TWO WEEKS AGO. I WAS TOLD SEARS WOULD NOT BE SELLING SEWING MACHINES ANY MORE AND SEWING MACHINE WERE ON CLOSE OUT.
THE ONE I WANTED WAS MARKED DOWN TO $199.99 STOCK #20-19110. TODAY SEARS HAD A 30% OFF SALE ON ALL SMALL APPLIANCES. AFTER ARGUING WITH THE SALES CLERKS FOR AWHILE THEY FOUND THE SEWING MACHINE WAS INDEED 30% OFF. BUT THEY RAISED THE PRICE OF THE MACHINE TO APPROX. $271.00 DOLLARS CLAIMING THE CLOSEOUT PRICE WAS FOR FLOOR MODELS ONLY.

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Moss L
Dildo, CA
Jun 02, 2011 12:55 am EDT

So...? Buy the new one for 30% off (189.70) or would you prefer the demo at 199.99?

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?

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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.

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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.

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