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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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5:40 pm EST
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Sears kenmore elite refrigerator

I bought a Kenmore Elite refrigerator 3 years ago. I went out 2 weeks before Thanksgiving. They didn't send out a tech for 3 weeks causing me to host a Holiday party on Thanksgiving day with no refrigerator. I've called customer service several times which is USELESS! Finally, on Dec 6, 2017, the technician came out and told me my compressor needs to be replaced. Well you mean to tell me I have to pay 100.00 for you to tell me what I already know. The compressor is covered for 10 years and will be replaced free of charge if it goes out. Well the tech tells me that the compressor is covered but the labor is not. He also tells me that when the compressor goes out, the mother board needs to be changed also. So a free replacement of my compressor on my 3 year old refrigerator will now cost me $650.00. That doesn't seem to be fee of charge to me. Well, I have emailed the CEO of Sears holding and the whole executive team 3, yes THREE times and not one of these overpaid execs bothered to call me back or even send an email and it seems they don't give a damn about customers. I guess it will hurt there bottom line too much to satisfy customers.

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Shaun R.
, US
Dec 16, 2017 12:08 am EST

I'm heavily involved within the industry and can tell you that coverage of the part, in full, is a lot better than most competitors do.

You may want to contact the location you've made the purchase through. Sears offers additional service coverage that would have ultimately covered both parts and labor. If you elected to purchase this guarantee with the fridge, Sears will cover all said costs.

Please let us know if this doesn't resolve your problems.

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12:34 pm EST

Sears dishwasher 465mdb7749sbm

I bought the dishes washer 3 1/2 years ago. The control panel was not working properly until it did not work at all. 1st service appointment was 4/16. I had to replace the control panel plus 2 service calls. Same thing happened again 11/17 but this time I need to replace both the control panel plus the fuse piece. Each control panel is $150., fuse piece $100...every service call $100. I have not repaired the machine since 11/17. The total cost would be an additional $350.00. This is not right for a machine 3.5 years old. I would either like a complete repair or preferably a new dishwasher. Thank you.

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Update by Heather Kralik
Mar 12, 2018 11:49 am EDT

I did not purchase extended insurance. The control panel has broken 3 times between 2014 and 2017. The control panel was replaced 2 times and now it is ridiculous to replace again.
Very unhappy with this malfunctioning dishwasher.

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Shaun R.
, US
Dec 14, 2017 2:39 pm EST

Hi Heather.

That is frustrating. Sometimes even the best products break. Most products automatically include a one year-limited warranty, however, if you choose, additional coverage may have been purchased when purchasing the dishwasher. If you're not sure if this qualifies for warranty repair, contact the local Sears store you made the purchase with. They generally will keep records that they can reference. With such coverage, the service, including parts and labor, will be fully covered. If the dishwasher cannot be adequately repaired, a new one will be provided to you.

Thank you for reaching out. Please let us know if this doesn't cover your concerns.

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11:26 am EST

Sears Whirlpool refrigerator control board core return not available

Ordered a Control Board for a Whirlpool Refrigerator. The box the part came in had a green label with a hologram that says to return the defective part to the parts distributor for a core refund however, no address was provided. Attached is a transcript of my conversation with customer service stating that they don't provide this service;

Chat transcript

Visitor (16:45:46 GMT) : ref control board
Browne (16:45:48 GMT) : Hi there! Nice to have you on this chat.
Browne (16:46:45 GMT) : Sure, I will be glad to help you in locating the part for your model.
Browne (16:46:58 GMT) : Can you help me with the model number of your refrigerator, please?
Visitor (16:47:30 GMT) : I have already ordered it
Visitor (16:47:40 GMT) : Order number: W924075
Browne (16:47:58 GMT) : Okay, can you help me with the phone number that was used at the time of placing the order, please?
Visitor (16:48:16 GMT) : It was ordered online.
Browne (16:48:57 GMT) : Yes, we need the phone number that was provided on the order at the time of placing the order.
Browne (16:49:05 GMT) : It is just to locate the order.
Browne (16:50:21 GMT) : I am sorry did I lose you on this chat?
Visitor (16:52:19 GMT) : None provided
Visitor (16:53:53 GMT) : You already have the order #
Browne (16:53:54 GMT) : I see that the order is placed for the store pickup.
Browne (16:54:21 GMT) : According to the order the part has been picked up onXXXXXXXX/2017
Visitor (16:54:30 GMT) : Yes
Browne (16:55:21 GMT) : If you have not received the part, please contact the store for further assistance.
Visitor (16:56:07 GMT) : On the box was a green label that says return the defective part for a core refund.
Visitor (16:56:29 GMT) : However, no address is provided.
Browne (16:57:06 GMT) : Okay, for Core refund please contact the manufacture directly.
Visitor (16:57:29 GMT) : Can you tell me where to send it to.
Visitor (16:58:32 GMT) : I did and they have told me they don't take cores back and to ask you.
Visitor (16:59:22 GMT) : Plus the box did say return to parts distributor.
Visitor (17:00:17 GMT) : They also told me that they don't sell parts to individuals.
Browne (17:02:26 GMT) : I am sorry as we do not have take core refunds. The core refund will be only issued by the parts manufacturer. I see that your part is manufactured by Whirlpool Corp
Browne (17:02:41 GMT) : They can only assist you further with the core refund.
Visitor (17:03:46 GMT) : They already told me to go to you, the parts distributor for that.
Browne (17:05:10 GMT) : There is no specific way to dispose of the old control board. The option for core refund is to find a local electronics recycling center. They will help you with the core charge and will sell the same refurbished.
Visitor (17:07:19 GMT) : Are you just making this up?
Browne (17:08:31 GMT) : No, I am not making it up. The core refund will be given either by the manufacturer or by the above process.
Visitor (17:08:44 GMT) : The instructions on the label specifically states to return it to the parts distributor not to a recycler!
Visitor (17:09:13 GMT) : Nor the manufacturer.
Visitor (17:10:43 GMT) : Are you absolutely sure about this?
Browne (17:11:32 GMT) : I have double checked and this the only option for the core refund for the control boards
Visitor (17:11:35 GMT) : Before I post a complaint about this whole conversation!
Visitor (17:13:17 GMT) : Better check with your supervisor.
Browne (17:15:07 GMT) : I have checked with my supervisor and I am sorry to inform you as we do not have the core refund option

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9:57 pm EST
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Sears sears gift cards

I have been using Sears gift cards for a long time and I never had a problem with them until yesterday. I had three brand new $25.00 gift card and then one with a remaining balance of about $18.00. I bought several items at Sears yesterday. First, I used the one with the remaining amount of $18.00. After the card went through the machine, it said I had a 0 balance. So, I used my brand new card, it went through. Then I used the other brand new card to pay for the balance, only $5.15 went through, then it said 0 balance on the card. I used my last brand new card to pay for the balance, again only $5.15 went through, then it said 0 balance on the card. I said to the cashier that something wrong with your machine. She called the supervisor, the supervisor said there has been a problem with the people using the gift cards. The cashier said there was nothing she could do and told me to call the gift card department. I called, they said I had to talk to the people at Sears, they couldn't do anything. I told them I am going to give up on these gift cards ( about $60.00) and I will never order Sears gift cards again!

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12:10 pm EST
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Sears return/refund refusal

Dear Sir or Madame:

I am writing to request a refund of $6.49.
On October 24, 2017, I purchased a 21 inch bow saw blade in the amount of $5.99 plus tax $.50 for a total of $6.49.

Yesterday I tried to return or get a refund because I purchased the incorrect size. The item is brand new in its original package and I have the receipt. I was told at the local Vancouver, Washington outlet that I missed the deadline. The store clerk and manager said they were unable to grant my request due to corporate policy of no exchanges or refunds after 30 days unless during the holiday season.

The item has not been discontinued and your local store would be able to sell it to a person who really needs a 21 inch bow saw blade. I do not need one. I am frustrated and disappointed that Sears has such an inflexible policy that forces a customer keep an item that they do not want.

Please review your policy and a grant my request to return or be refunded this item for $6.49.

[removed]
Sales check#[removed]
Trans#[removed]
PG/Store #[removed]
Reg#[removed]
Assoc#[removed]

sent from TJ's iPhone

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12:05 pm EST
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Sears refrigerator

I purchased a Kenmore Elite refrigerator on December 9, 2016. On November 22, 2017, less than a year my refrigerator stopped working causing all the food worth $450 to spoil. The compressor, motor, and two other functional parts are gone! This is clearly a faulty product! I can see other complaints here on this site that this is happening to other people as well! I'm am completely dissatisfied with Sears and with Kenmore. I finally got the parts that the technician had ordered but my appointment is not scheduled for two weeks. I have called numerous of time to see if there has been any cancellation or any way that we can expedite moving up the date but have been unsuccessful. Instead, I find out that my appointment has been pushed to a later date without an explanation. The customer service representative and supervisor have not been helpful and have been incompetent. NO customer service. It's like dealing with an automated system. I am more than frustrated over the issue and I now have to wait an additional two more weeks for the technician to try to repair the issue.I love stopping by the grocery store on the way home every day to pick up what we will need for supper and then throw away leftovers because I have no place to put them. My two young daughters have to wait for me to get home to eat a snack. I am also concerned that I will continue to encounter a problem with the refrigerator after it's fixed. It's unacceptable that I need to wait weeks before the refrigerator is fixed and no one cares about the situation or the frustration. All I can say is DO NOT buy Kenmore products or from Sears. I will filing a complaint with the Better Business Bureau.

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2:21 am EST
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Sears sales clerk in men's department

December 10, 2017

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate
Complaint Department RE: Board of Directors & Customer Service

To Whom This May Concern:

I went to your store on November 13, 2017 at Stone Ridge Mall in Pleasanton, CA. I went to picked up my online order. After I picked up my online order I decided I didn't want the item. When I went upstairs to returned my online item that was already paid for, I was shocking, humiliated accused of stealing and drill and racial profiling. Here is my statement of what occurred and what was said by your female clerk.

I purchased three pairs of running shoes from Sears Department Stores online. I order two pairs of the same shoe that was being delivery to my house and one pair I had to picked up at Sears Department Store in Pleasanton, CA. I walked into the store asked the clerk in men's department where is the online picked counter. She said, "Take the elevator in the corner down to the first floor!" Found the Online pickup counter, punch in my order number and Dane the pickup clerk brought me my order. Asked him for a bag and he said I can get a bag at the checkout counter. Before I left I sat down on the bench open up the box of running shoes and decided to returned them back to the store while I was still there. Went to one checkout and waited and no clerk came back so I decided to go back up stairs.

Went to the checkout where I first asked the clerk for directions and saw her folding shirts. Went up to her and asked if she could retuned this item I had already purchased from online. We both walked over to the checkout and she asked me again what I wanted and I told her I would like a refund because I don't like the design of the running shoes. She turned around and told me she can helped me find another pair and I told her you misunderstood what I said, I would like a refund.

She looked at the box and out of nowhere she asked me, "Did you steal these shoes?" I looked at her in shocked and said, "You don't remember me asking you where online pickup was!" I told her I have a receipt. Then she asked me, "Do you have a receipt? I replied, "Yes, it on my cell phone!" I was so humiliated. Found the receipt with both orders on it and shown it to her. She just looked at me like I made it up and I gave her my phone so she could stroll around and see that it was my receipt from online order. She found the order number and enter it on the register. I then saw my item popped up on the screen. There should be no more problems from this point forward. Spoke to soon.

She picked up the box and examined it. She found the name of the shoe, size, color and turned back around to the screen and identified the item. She then turned to me and asked, "Where is the other box of shoes and what did you do with them?" I replied, "What other box of shoes and I didn't do anything ? I only have one pair to picked up from here and the other pairs are being shipped to my house. It's shows on the receipt!" She looked at the box again and said, "I not returning your box of shoes or giving you a refund because the other box of shoe is not here! As she rudely pushing the box toward me she said, "YOU BETTER GO BACK WHERE YOU GOT THEM FROM!" I was in shocked, appalled, humiliated, disrespected and disbelief on how this sales clerk spoken to me and accused me of stealing an item I already paid for and racial profiling me. I took my pair of shoes and went back downstairs to online picked counter.

Dane the online pickup clerk was standing at the counter and I explained what just had happen to me. He took back my shoes and returned them back within 60 seconds and handed me a receipt. He explained I didn't need the other order to returned this pair. He told me it wasn't right how I was treated and he is going to tell the manager Judy right now! I asked him where is the manager and where is the manager and he said she is upstairs in women's clothing. I went over to Judy and asked if I could speak in private on the other side of the divider and she said yes! I told Judy how her employee falsely accused me of shoplifting, giving me the third degree and investigating with questions right at the counter. Worst of all I was racial profiling.

Judy explained to me that I didn't need the other pair of shoes to get a refund back. Judy also explained that there has been a lot of racial profiling going on in the store where the clerk works in men's department. Judy explained that in the corner next to the elevator people have been stealing items and leaving the store. Then said, "The clerk is very afraid to work at that checkout from what has been going on!" How come you didn't moved the clerk to another department? I told Judy that the employee didn't seem scared or frightened at all the way she accused me of shoplifting. Judy brutally interrupted me and said, "I very sorry and have a nice day as I was in tears. Judy left with a male employee approaching us and he asked her what was going on. Judy told him she will tell him later. It shows Judy admitted to me that I was racial profiling by the remarks she made to me while we were talking.

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4:47 pm EST

Sears kenmore washer

I purchased a Kenmore washer 4months ago and its broken. I called the warranty dept. They sent out the worst tech ever. He didn't even want to work. I had to direct him in every aspect of what to do. Right away he said couldn't do the job needs 2 people cause he couldn't move anything. RIDICULOUS! I am 5'2 120lbs and helped the old fart. He ordered the parts to replace my washer which cost 1K more than my washer. Why, couldn't you just send me a new one ? I would have saved you labor, and cost? STUPID! I received the parts, and now I'm scheduled the tech to come out and I've been waiting all day between the hours they indicated. Now, I received a call stating he will be late as it now way past the time he is suppose to come out. Very unhappy, dissatisfied customer, and horrible, service. I would never ever buy another product from SEARS in my life!

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Shaun R.
, US
Dec 07, 2017 5:48 pm EST

Sears are having their own set of problems these days. No one expects a washer to break down within a few months. I'm sure they'll get you well taken care of though.

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12:24 pm EST

Sears sears auto service center

The message below this went to [protected]@email.searsautocenter.com with no reply:

My name is Mike Morris and I have been using Sears for around 10+/- years now to do most of my vehicle servicing. In large part because of the coupons I get. I can't do the oil change on my own as cheap as some of the coupons. For the most part, I was content with the service. However, the last couple times I went (with an appointment), I have been nearly 2 hours waiting. This started when the Sears Auto Center in Seaford, Delaware closed and I was left with the Dover Delaware location. So on this visit, I asked my fiancé to take our car for the servicing as I am not able to walk around for as long right now with a temporary physical condition. I have had the car there before, so we know they should know what is needed. She took the coupon for a $15.99 service for a standard oil change (the same I have done with both of my vehicles). We just pay the difference for the different oils each vehicle has needed (5W-20 in truck and semi synthetic in car0. The value is still good, and they let us know that it will be slightly more up front. So can somebody at your offices explain how she ended up paying $61.49 for our last oil change? I gave her money to cover it, but it didn't cover that cost, so she had to use her card which almost put her over her limit. That was not the only problem as she had to wait longer because they ran out of oil, even though we were scheduled in advance with the type of car. There was no reason to run out of oil in the early afternoon. They charged her for synthetic oil, but the car has always been semi-synthetic. She didn't request different oil, but just to do what the car called for and nothing special. We feel like she was taken advantage of for being a woman who just didn't know the things I would know. We have had this done before for way less and feel she is owed some money back for this. I have attached the paperwork as proof of coupon and what was charged. If I don't get some answers from this, I will keep going higher through Sears until I do. We are very frustrated with how this was handled. The dealer will use the correct oil and rotate tires for around $20 less, and they are only 3 miles from our home, and not nearly 35 miles like Dover. After this experience, depending on how the complaint is handled will determine if we stop going there completely along with family and friends that we convinced to go as well. My email is the best way to contact me as I am in and out of meetings all day with my company. The email is [protected]@comcast.net (my company email won't come through from there). My mailing address is:

20266 W. Piney Grove Rd.

Georgetown, DE 19947

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3:41 pm EST

Sears hot tub

Order # [protected]

I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.

Chat transcript
Mike (16:52:37 GMT) : Hello! My name is Mike. I'm glad you came to chat with me! How can I help you?
Lester Pack (16:53:53 GMT) : Order # [protected] I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.
Mike (16:55:28 GMT) : I can imagine your concern regarding the delivery of your order.
Mike (16:55:29 GMT) : I'll be more than happy to make things easier for you.
Auto-Generated Message (16:55:42 GMT) : Visitor has maximized chat
Lester Pack (16:55:50 GMT) : Order # [protected] I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.
Mike (16:56:21 GMT) : I can imagine how frustrating it might be for you.
Mike (16:56:26 GMT) : I realize that this isn't a great experience for you.
Mike (16:56:35 GMT) : That's not good but let me see what I can do for you.
Mike (16:56:53 GMT) : Did you order Hudson Bay Spas LPI14XF 4 Person 14 Jet Spa with Stainless Jets?
Lester Pack (16:57:00 GMT) : yes
Mike (16:57:21 GMT) : Thank you for the verification.
Mike (16:57:30 GMT) : Please give me couple of minutes while I check your records.
Mike (17:01:45 GMT) : Thank you for waiting. I do appreciate your patience.
Mike (17:02:00 GMT) : Please allow me just few minutes to check this for you.
Mike (17:04:31 GMT) : Thank you for waiting. I do appreciate your patience.
Mike (17:06:00 GMT) : You had contacted us earlier as there was a delay in this package, so we had already refunded you $XXX.95 earlier on 11/08 and then $XXX.73 back on 11/14.
Lester Pack (17:06:46 GMT) : i did not ask for a refund, i have the item
Mike (17:09:18 GMT) : Lester, I'll pass the feedback to the concerned department regarding the Demar staff, as they you paid him and he did no help.
Mike (17:09:31 GMT) : Do you remember the name of that person?
Lester Pack (17:10:09 GMT) : no name
Mike (17:10:35 GMT) : That, s fine, Lester.
Lester Pack (17:11:23 GMT) : I don't want a refund, I just want to be compensated for the damage to the tub
Mike (17:11:24 GMT) : As the item is damaged, you have the option of returning this item if you want. More over we have already refunded you the amount. So you can keep this item as it is.
Lester Pack (17:11:41 GMT) : ok
Mike (17:13:40 GMT) : Yes absolutely, but we have already refunded $XXX.95 and $XXX.73. There isn't anyways that we can cancel what we have already refunded.
Mike (17:14:01 GMT) : Please adjust this amount as compensation for your experience with Demar.
Lester Pack (17:14:18 GMT) : thank you
Mike (17:14:22 GMT) : I'll more over forward your concern to the packaging department, to check this issue with Demar.
Mike (17:14:33 GMT) : You're most welcome, Lester.
Mike (17:14:43 GMT) : Please accept my sincere apologies for this inconvenience.
Mike (17:14:46 GMT) : Are there any other questions, I can assist you with today?
Auto-Generated Message (17:15:24 GMT) : Visitor has requested for email transcript. The email will be automatically sent after the interaction is wrapped up.
Mike (17:18:38 GMT) : I don't mean to rush you, just checking to see if we are still connected. Are you with me?
Lester Pack (17:19:00 GMT) : thank you
Mike (17:19:22 GMT) : You're most welcome, Lester.
Mike (17:19:37 GMT) : Thank you for chatting with me and choosing Sears Online Chat. Please fill out a short survey according to the interaction you had with me.. We appreciate your business.
Mike (17:19:45 GMT) : Bye and take care.
Lester Pack (17:19:47 GMT) : i will
Mike (17:19:56 GMT) : Thank you. I'll be highly obliged:)
Mike (17:20:07 GMT) : Bye, Lester:)

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Update by Les Pack
Dec 05, 2017 3:42 pm EST

Order # [protected]

I bought a hot tub online through the sears outlet store in Monticello, Ar on Sept. 27. I was told it would be here on Nov. 3. Then I was told by the trucking company that it was lost, really a hot tub lost. I finally arrived yesterday on Nov. 15, but with some damage to the tub. There was damage to the bottom of the tub that I could not get pictures of, but also there was damage to the side of the tub and to one of the panels. I paid someone from sears to help me move and set up the tub. The 18-wheeler got to my house with no way to unload the truck. The driver and the person from sears just kind of slid it out of the truck. The man from sears was being helpful until he got a call from his boss and was told not to help me set up the tub, so he just left, and left me alone to deal with this really big item. What upsets me is I paid for this person to help, but no. So I have received my hot tub 12 days late and with damage. It really has been a complete nightmare, every aspect of this ordeal.

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1:18 pm EST
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Sears refund for a product never received (washer)

In August of 2017 I purchased a clothes washer that I never received. When I asked for my refund I was informed that a check would be sent in the mail and I would receive it within 10 to 14 days. I did not and called back to inform customer solutions of that. I was then told I would receive a call back from their offline department when they would be able to resolve this issue. Again, I did not get a call back. This has been going on for the past 4 months and every time I call I am told that they can not take care of the issue that it has to be thru the offline department and they will call me back within 24 to 48 hours. To this day 12/5/2017, no one from sears has contacted me. I called again and was informed that I would get a call within an hour and still no call. This is completely unacceptable customer service. My confidence in Customer Solutions is at a zero. At no point in my dealings with them have they complied with what was stated. I have asked to speak to someone that has the ability to help me in my conversation and was told that there was no one at that time and I had to wait another 24 to 48 hours. If there is someone that can help I would love to be contacted on this matter. Who is in charge of this terrible service?

Brian
[protected]@yahoo.com

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Sears appliance maintenance protection

We have had Sears Protection Plan for 20 years, their Service was excellent for a number of years, however in the last 2 years it has declined, the technicians & scheduling departments are not on same page, My Wife & I have missed a number of days of work waiting on technicians who never show up & if they do show up do not check or repair appliance & have to reschedule, I have sent letters cancelling our contract & asked for a refund, as of today I have not heard from anyone, I have tried calling to no avail?

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Sears kenmore elite bottom freezer refrigerator

Date of the incident: November 30, 2017
Case Number (Customer Solutions) 5396674
Desired Resolution: Replacement of the tapped Refrigerator

Details: I purchased a new refrigerator in October 2016 for $2, 900. The refrigerator started to give us problems with cooling in early November and stopped working shortly before Thanksgiving. We had to throw out most of the food. A Sears sales tech arrived to discover that my appliance had been tapped and took pictures to confirm that the refrigerator we bought as new was actually a reconditioned unit that had been tapped. He said that tapped refrigerators usually only last 3-4 months. Sears refuses to replace my 13-month old appliance because it is officially out of the warranty period even though THEY SOLD ME A USED REFRIGERATOR WHEN I PAID FOR A NEW ONE. IT is like I am in some customer service loop where they refuse to see how wrong they are and just stick to a warranty script.
Here is a list of my contacts with Sears since it broke.
(1) November 27th, 2017 - Sears Repair Tech (Robert) arrived at 5 PM to look at our broken fridge. He thought that problem might be related to the board with a repair costing over $600. He was tired and seemed very confused about warranty coverage. He was unable to verify whether our warranty was still in place and I could not find paperwork. Therefore, he decided to list the call as if I wasn't home and advised me to set up another appointment.
(2) November 29, 2017 - Sears Repair Tech (name?) came to diagnose problem only to discover that the unit had been tapped. He put in an order for a new cooling unit but advised us to call to try to get a replacement fridge (or at least get parts and labor covered). Under the terms of the warranty, we would be responsible for the labor but given that we were sold a tapped unit, it would make more sense to ask for a new fridge. He said he would take of the repair if that was the direction it went in. He took pictures of the unit and sent them by phone to file.
(3) November 30, 2017 - spent over 4 hours on the phone (9 am - 1:15 Pm) with tech support and Customer Solutions. Spoke to Eric (147611) and was advised that I would have to cancel repair order and parts order in order to pursue a replacement. Therefore, I hung up and called Service and canceled the existing repair order. When I called Customer Solutions back [protected]), got a different person who also put me on hold for long periods of time while not moving the case forward at all. Was given a case number (5396674) and told that the call would be escalated with a request for a replacement. Was told that I would be contacted by phone or email within 24 hours)
(4) December 1, 2017 - after not receiving either a phone call or an email, I called Customer Solutions again. First rep said I had to talk to parts but then hung up on me. I called back and got nice lady who said that I would get a call within 24-48 hours regarding my request for replacement.
(5) December 4, 2017 - received no phone call back from escalation team and made another call to Customer Solutions at 3:18 PM. Talked to Tina (Id #110007) and was told that someone called Saturday afternoon around 3 on my cell phone but I checked and have no missed calls or voicemails from Saturday or from Sears at all (my cell will note missed calls). Also checked home phone number to make sure and no missed calls there either. Verified with Tina that Sears has correct number and cell phone number was verified. Tina now told me that I need to contact "Benefits Department" and put me on hold while calling them. She came back and told me that since refrigerator was out of warranty for replacement, Sears would not replace it.

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Shaun R.
, US
Dec 04, 2017 4:53 pm EST

Hi Christina. I'm absolutely delighted to make your acquaintance, although I wish it was under better circumstances.

Let me begin by saying I've never heard of the term "tapped." I have no idea where such a term was ever derived from. I'm absolutely not aware of ever offering any appliance where one would only expect the unit to last "a few months." I can state that, because of energy efficient requirements that now exist within our country, compressors are smaller than ever before. It's a good recommendation that any owner provide the refrigerator with ample breathing room as to not "suffocate" the unit.

You can, of course, understand why such a unit wouldn't qualify for replacement however the repair may still qualify under warranty. Contact the location you purchased the refrigerator from to determine if an extended service policy was purchased with the unit; if it was, you may have the cost of the service paid for.

Hopefully this answers your concerns, although I'm sure it's not all to your benefit. Please let us know if there are any other questions or issues you have.

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9:43 am EST

Sears kenmore elite refrigerator

I bought my refrigerator 2 years ago (thank goodness with Master protection plan). My refrigerator went out the first of October and I lost everything in my freezer. It took almost 3 weeks (October 17th) to get a repairman out to look at it. That visit resulted in parts having to be ordered. The next "available" date for the repairman to return was November 14th. When this visit occurred, one of the parts he ordered was damaged prior to delivery (resulting in another scheduling). The repairman was to come on November 24th but the new part did not arrive until late that evening. I am still waiting for repairs. They have me scheduled now for 12/21/17. Meanwhile, my 2 year old refrigerator (that cost me $2000) has been out for over 2 months. I am very dissatisfied with this whole situation. I have filed a food claim but I do not have the receipts for all the food I had to replace. This is unacceptable!

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Sears dishwasher delivery

I purchased a dishwasher from Sears on November 3, 2017 and they promised me deliver on November 13th. I stayed home from work that day and lost a day's wages. Unfortunately, they did not show up to deliver my dishwasher. They promised me a second deliver date of December 16th and I stayed home that day to receive my dishwasher that never came. The next day I called and said I wanted that order cancelled and my money back. I was told they couldn't do that, they couldn't cancel my order. They transferred me to a bunch of different departments, most of whom were closed so that I could not get anything done. The next day I called and said I wanted that order cancelled and wanted my money back, again, transferred many times but someone finally told me my order was cancelled but it would take 10-15 days to get the money credited back to me. Tonight I called to see the status of my refund and was told the order was never cancelled. I hate Sears and will never do business with them again. The Customer Service is terrible, I can never speak to any one who has clear English diction, you can never get the correct department to help you, and now I am adding theft to the list because I can not get my money back.

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Shaun R.
, US
Dec 02, 2017 11:02 am EST

Assuming you placed the purchase on a credit card, you simply need to file a dispute with your bank. They'll reverse the charge and handle the details with the merchant.

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2:24 pm EST
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Sears dishwasher/refrigerator

My case number is [protected]. I have the Yearly Home Warrantee and pay close to a thousand dollars a year to have my FULL HOME covered. Well about a month ago, my dishwasher was not working. I called Sears and they sent one of their contractors (whom they picked .."Action" to repair my dishwasher. It needed a part and once the part was put in...it still didn't work. My dishwasher is also leaking badly from the bottom. I think it needs to be replaced. So the Action technician had trouble getting all the parts and he was on line many times trying to help me get this dishwasher fixed... He deemed it not fixable but still waiting for the parts. I didn't have a dishwasher through Thanksgiving and have called and spoke to a SUPERVISOR many times and they feel so badly and assure me they will contact Action soon and see what can be done. Nothing has been done because it is too difficult to get SEARS to do their part with this problem. Sorry to say I have given this company "enough" of my money. BEWARE. Don't get this Home Warranty. It is Not Worth It and the Company is going south. Looking forward to going on the t.v. news with this information...as I am trying to get onto "5 ON YOUR SIDE'

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Shaun R.
, US
Dec 01, 2017 5:15 pm EST

Once it's been determined the dishwasher is unrepairable, how is Sears suppose to determine a value for replacement?

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Sears home repair

This is the second time I had Sears Home Repair NOT show up for a scheduled appointment. I was told they would be here from 9:00 -11:00. When they did not show up I called 4 times and spoke to 4 different reps. The first rep was so rude. I asked to talk to her supervisor and she said there was no supervisor around. I told her there had to be someone there. She put me on hold and never came back on the phone. I called 3 more times and just kept getting the run around. This is the second day I took off work and have no one show up. I had a Master Protection Agreement with Sears for twice a year preventative maintenance on my heat pump. I called just now and cancelled my protection agreement. I am supposedly getting a $271.00 refund. I will never do business with Sears again.

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Sears employee

I am very angry and upset with sears in Colorado Springs, colorado.
How a major corporation can allow such behavior is beyond my comprehension. First, they fired my son under false allegations that had nothing to do with his job or performance. As a matter of fact he had this store in the top 25, now they are in the negative. They have allowed employees, Kevin Aragon slander my son by stating he hopes he is dead lying in a ditch and a young lady in the auto center spreading false allegations around the company. She has made him fear for his life and cannot even walk around the city without fear. I believe i see a lawsuit coming for racial discrimination and wrongful termination.

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Shaun R.
, US
Nov 29, 2017 10:21 pm EST

What are the false allegations? Why racial discrimination?

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Sann4562
, US
Nov 30, 2017 7:33 pm EST
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Replying to comment of Shaun R.

Employee was told he was being fired just to be fair and consistent and when asked to what, he was told my his manager she did not know what for, that is just the beginning. Due to possible legal actions, I dont think this is the place to explain all. i am just a very upset mother and customer of this place for years. Discrimination has been going on in the store for over several years and there is documentation to that!

I am not sure who you are so I will not go any further. Just needed to voice my anger and frustration!

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Shaun R.
, US
Dec 01, 2017 9:19 am EST
Replying to comment of Sann4562

Appreciate the reply Sann.

BELIEVE ME WHEN I SAY, I know far too well the feelings you and your son are experiencing. I've been involved in somewhat similar circumstances. The anger and frustration are perfectly understandable.

Sears is in a 'tailspin' right now. It's very well known that they are not going to last. That's nothing to celebrate; it is just an unfortunate statement of fact. I'm sure your son knows all too well of the struggles, as even their CEO has made it public knowledge that they don't know how to 'right the ship.' And that's news that Sears hasn't kept secret from the public; I'm sure it's considerably worse behind the scenes.

In such a terrible set of circumstances, Sears is trying to save money -- sometimes to a fault. They'll cut expenses even where the expenses lead to further losses. Their thinking is not long term; it's now shifted to a short term thought process. Your son may have been responsible for helping to make his store more profitable, but it's become bad enough for Sears that they're worried more about cutting payroll. It may not be sound and profitable thinking, but believe me when I tell you Sears isn't the first large company to go through this. It's likely become bad enough that Sears fully believes that they can cut payrolls, like your son's, and still maintain profitability in those areas. If history proves anything, they won't, but with few other options, they're desperate.

Again, if history shows anything, it's that Sears long term future is increasingly bleak. They are going out of business, along with K-mart, the question is only when. By cutting further costs, they may have enough cash to stay afloat a little bit longer. I've seen companies survive in the red for years, but they ultimately will go out of business. Some even suggest early next year.

In cutting these jobs, Sears has one thing in their favor, many states like Colorado are 'right to work' states. Simply stated, that means that an employer can, for the most part, fire an employee for absolutely no reason at all. There's nothing that states Sears has to provide 'just cause.'

Here's the reality -- even if your son was to go to an attorney and gain a judgement or settlement in his favor, I don't know that he'd want Sears to forcibly take him back. In the best of circumstances, it would be like a bad marriage where Sears wouldn't want him there. But in this case, it's a marriage where you know Sears isn't going to survive, so it makes it that much the worse. On the other hand, if he got any type of financial settlement/judgement in his favor, it would likely just be a worthless piece of paper that you'd never get paid. Sears would go out of business and your son would be left paying legal expenses.

By cutting him away now, Sears has ultimately done him a favor. With his skill set, there's no reason why he can't find another position with a different retailer and be in a much happier place. I know, he's likely been told that before and might be depressed enough that he doesn't see it that way -- but it's true.

I always thought of the analogy, it's like a sports franchise that starts trading away their big name contracts just to stay afloat. They're taking their best players and ultimately handing them over to their competition. Now they don't have the better player's skill sets and, worse yet, have to compete against them during the season. These are the teams that aren't going for the playoffs or 'gold rings' at the end of the season, they just want to exist. The new team your son will find himself on will likely be a much better team and he'll likely be one of their key players.

I really do wish both of you all the best.

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6:05 pm EST
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Sears customer service / delivery of large appliance

My wife went to the local Sears to order a Kenmore Refrigerator that was on sale. I told her to tell them that I would be available any day in the afternoon to receive this item. The salesperson told her that we cannot dictate to them what time of day the refrigerator would be delivered, and he said someone would have to be available all day to accept the item. He told me that he would be happy to take care of me if he could, but the company makes the rules. Well, that just tells me that Sears is doing all they can to run off what is left of their once huge loyal customer base. As far as Sears is concerned, customer service is dead. I will find someone else wants my business that provides great customer service!

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12:27 pm EST

Sears kenmore pro elec. built in oven model 790.42003 melted!

Our terrible and very disappointing service experience needs more than a checkbox response.
On Nov. 13 or 14, we called Sears to request service on our 3 1/2 year old Kenmore Pro ovens, which have been performing poorly. We were contacted, via Sears, by A&E Factory Service, from Santa Maria, CA.

We scheduled an appointment with A&E appliance for Nov. 20 and they followed up with two emails, confirming date and time, and finally a phone call on the morning of the appointment.

A polite and evidently very experienced serviceman showed up promptly, took one look at the buckled and melted bottoms of our ovens (one of the oven bottoms has a small burned-out hole in it), and knew that he could do nothing. He demonstrated the obvious problem by turning the top oven to 400 degrees. We waited about 5 minutes and then touched the metal at the bottom (over the lower heating element).

It was cold. He then explained how ovens work, by cycling the heat between the broiler element and the hidden element. With the lower elements shot, we're only getting heat from above.

Because he could make no repair, and had only been in our home for maybe ten minutes, and knew our only option is to buy new ovens, he wouldn't take the $99 payment, although it was offered.

When my wife called to speak to Sears the following day, she was told (by someone in India) that there was no record of the service call, that the call had been cancelled (! The man had been in our house!) no payment recorded, thus no report written by the service person, so before Sears can do anything else we will need to have another technician come to the house - almost a week and a half from now - and repeat the entire fruitless process.

It is now obvious that shoddy workmanship and or a flaw in this product is responsible for the problem, and certainly hope and expect Sears to help us. We've been good customers for decades, and nearly all the major appliances in our kitchen, now, were purchased through your company.
Having read several similar complaints about the Kenmore ovens, we have to wonder if a class law suit is in the works?

We would appreciate a response from Kenmore as it seems hearing directly from Sears could be fruitless.

Sincerely,

Jeffrey Bloom
Los Alamos, CA

jeffreybloomphotography.com
www.facebook.com/VisitLosAlamosCA
Carole Bloom
[protected]@me.com

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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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