Menu
Sears Customer Service Phone, Email, Contacts

Sears
reviews & complaints

www.sears.com
www.sears.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for Sears has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Sears. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Sears reviews & complaints 2934

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
1 review
Sort by:

Newest Sears reviews & complaints

ComplaintsBoard
R
6:26 pm EST

Sears purchase protect agreement for craftsman leaf blower

Am extremely disappointed with the Purchase Protect experience and somewhat with the Sears store policy. Took a leaf blower in to the store today that was purchased November 2014, because it stopped working. Associate checked for himself and confirmed. Due to being over 60 days after purchase, he told me I needed to go thru Purchase Protect. Went home & called them and spoke with a representative that looked up the receipt information that I provided her and she told me twice that I didn't purchase the protection. The receipt is in front of me and listed as a line item. She wasn't familiar with the product warranty or the job she was doing. Possibly new, I'll give her that. Needs more training, definitely. She was pleasant, but clearly read from her "script" and even said that to me. She was unable to answer questions without re-reading to me the entire script rather than answering my questions. The story has changed from returning the entire unit & attachments in the original box with the owners manual, to "cut the 4" cord" and box without anything else in the box to validate my claim. Was on the phone for approximately 50 minutes with Zee and then she told me that the computers were down and I needed to call back in an hour. 1st, it clearly states on the Craftsman box that it is a 2 year warranty for replacement if faulty. Why not exchange in the store? 2nd, this process was certainly not "hassle free" as advertised. Then I wait for the packing slip by mail, return @ UPS (cord only or entire unit), wait again for confirmation, then wait for gift card to go back to the store to buy a replacement. How are you validating that it doesn't work by us sending the cord and nothing else? Would really rather return this to the store and pick up a replacement. 3rd, Craftsman offers a warranty and should honor that at the store level without all this hassle. Now I still need to call back and complete the claim processing because the computers didn't work, yes I get that as well. Perhaps Sears no longer has as many customers if it's such a hassle... Would like to replace at the store ASAP

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
J
J
joe hisel
Rifle, US
Jun 03, 2016 8:20 am EDT

We bought a leaf blower from sears for $100.00 had it for 10 months then it just died, nothing would not run. This blower had a 2 year Sears warrenty. Sears sent it in for us in early May 2010. We get a phone call 10 day's later saying it will cost $117.00 to repair it ( what warrenty) more than we paid for it. They sayed we ran straight gas threw it and ruined it. Well how do I prove we did'nt we have 2 other lawn tools that have to have mixed gas. One of them is a weed wacker I've had for 6 yrs. I have a special gallon of mixed gas I alway's use. Well Sears I've bought alot of thing's from you but no more I will be canceling my Sears credit card. You my think it's only 1 customer and that is all I am but this one customer has spent alot of money on your product's but no more. Hello Lowes or Home Depot.

ComplaintsBoard
R
9:01 pm EST

Sears kenmore bottom freezer refrigerator | 46-71023

Re: SEARS # 0007670/Service Order Number [protected] I am writing to express how hugely disappointed I am, in the failure of one of your refrigerator units within 4 years of purchase. Kenmore Bottom Freezer Refrigerator Model # [protected], Serial # 105KR01983 purchased on June 29, 2011 at one of your Sears stores at the Newburgh Mall store # 2593, 1401 Route 300, Newburgh, NY 12550. I am complaining because in and around June 13, 2015, I observed my refrigerator and freezer not as cold as usual or freezing properly. I called Sears to request a service appointment in which no-one would be available until June 30, 2015. Tech1 ID# (0590836) arrived and determined that the problem with the refrigerator was a bad compressor (LG) Linear Compressor (FC75LANE.) Tech1 ID# (0590836) then called his base, ordered the compressor and scheduled a service appointment for July 29, 2015 the earliest available date. On July 29th 2015 Service Tech2 ID #0785386) arrives and proceeds to install new compressor, after installing Tech2 explains to my fiancé and I that it would probably take 24 hours for unit to cool down. Within that 24hour period the fridge never cooled down, and remained warm. The following day I called Sears again to schedule another service appointment. I was given the date of August 3, 2015 and informed to unplug refrigerator and keep unplugged up until, 24-48 hours before service tech's arrival On August 3, 2015 Service Tech2 ID #0785386) arrives in an attempt to solve the problem with my unit. While speaking with her Tech Supervisor, Tech2 asked me in addition to compressor being sent to my home, was anything else sent? I then told Tech2 only one box arrived containing the compressor. Tech2 then stated, “A drier wasn't ordered or sent with the first compressor order.” Tech2 then spoke with the Tech Supervisor about the need and use of a drier, in which she then informed us she was instructed to do a leak test while also explaining what that entailed. Once Tech2 was finished she expressed to us for unknown reasons the new compressor that she installed on July 29th burnt out. Tech2 then stated, “She would have to order a new compressor and a drier!” This would now make compressor number 2. Tec2 then speaks with her Tech Supervisor in which the earliest available service date wouldn't be until August 29th. At this point my frustration is increasing not only as a result of me not having a functioning refrigerator, but also because of the lengthy periods of time in which service dates are available. Service Tech2 ID #0785386) arrives again for a fourth service visit on August 29th, she begins to install the second compressor while also in contact with Tech Supervisor. Around or about an hour later, Tech2 expresses again how the second compressor has burnt out, and she is being advised to order another compressor, which would now be compressor number three. Tech2 further stated, “How she couldn't figure out what was wrong with the unit, since all other functionality of the unit were working properly.” Tech2 also implied the possibility of Sears issuing us a new fridge, since it was unheard of after two burnt out compressors, a third one would be ordered. Once again we were given a fifth service date, another 30 days later scheduled for September 23, 2015. On September 23, 2015 a third Service Tech arrives Tech3 ID # 0787085). This tech proceeds to determine what was done in regards during the three previous service visits. After speaking with my fiancé and me, Tech3 then contacts his Service Base Tech Supervisor. Unable to ascertain info from Tech Supervisor, Tech3 calls Tech2 ID # 0785386) to consult with her about what she had done during her three service visits. While speaking with Tech3, I overheard Tech2 indicate, she wasn't sure and couldn't remember. Tech3 ID #0787085) then expressed within an hour or so after installing third compressor that the third compressor had also burnt out. Tech3 further stated that he had determined that the unit was unrepairable and the sealed system was contaminated. He expressed his regret, then stated that we would be refunded for money spent for the compressor minus the first trip amount. Already frustrated, I contacted Sears the following day in which I spoke to a Felicia in the Sears warranty department, in which I was told by her nothing could be done on her end. Felicia then told me she would message the service department that handled my service so that they could contact me. As a result of me contacting the warranty department and speaking with Felicia, I received a call the following day from Tech Support. They further explained in detail the condition of my fridge, and why it couldn't be salvaged. Tech Support also expressed his regret, stated how we would be credited for the compressor, and also the issuance of a coupon for 100 dollars toward a new refrigerator. I believe that this resolution is unfair and grossly unacceptable. I believe that there were errors made in diagnosing the problem with my unit starting when Tech1 came on June30th, as well as the inability to repair the unit. I believe that proper steps where overlooked and not administered while determining why the original compressor failed, therefore causing the burnout of three newly installed compressors. As a result of this, a refrigerator that was less than four years old in which I spent a little over 1300.00 dollars on as well as a total of almost 4, 000 that day for a washer and dryer as well, has now been deemed a septic tank. I have never seen any of Sears products fail at the rate and in such a manner as my unit failed, as well as the poor availability of service dates offered to inspect and repair such problems. I have been a customer of Sears for many years, something that has been passed down from generation to generation in my family. As a result of that tried and trusted belief in the reliability of your products, as well as my own personal experience, I have purchased refrigerators, washers, dryers, treadmills and other various items. A tradition in which you proclaim and garners a household name. I feel in order to truly resolve this matter, I would greatly appreciate if SEARS would replace my refrigerator for a similar unit or a unit of equal value. I would like a written statement explaining you company's position on this matter and what you are willing to do about my complaint. Angry Customer Robin Marable

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
D
D
disappointed sears
, US
Nov 16, 2015 9:59 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I have this same refrigerator which is less than 5 years old. it made a strange noise one day, then 3 days later the compressor went out. the blue team member said it needed the compressor and a pcb. the pcb was on back order and could get to me in maybe a week. this was unacceptable for an expensive product to totally go out. I was also informed by several sears employees that this refrigerator has had multiple failures and I'm not the only one. it was manufactured by lg.
I think sears should stand behind their product and acknowledge that there was an issue with their product and do more to rectify. the average life is now 10-15 years.

ComplaintsBoard
A
5:10 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears defective product replacement policies

Bought a starter for riding lawn tractor, 4 15 2015 but did not work. Went to get help at the place where I bought it (Sears Parts Center) and was given a phone number to contact a Sears mechanic [protected] & [protected]). I learned the numbers were for Sears Customer Care Department. The mechanic instructed to do some tests and waited on the phone ... I gave him the results and he concluded that the starter was defective and told me that he would send a replacement starter with a return label for the defective starter. After 2-3 months I did not get starter. In trying to return starter the clerk at the Sears Parts department told me that they were not allowed to take back parts over 30 days since purchase and follow up call to Customer Care Department was told that they are not allowed to replace parts not directly bought from them. Also they had no record of the mechanic agreement. Please help me get the defective part replaced.

Read full review of Sears
Hide full review
ComplaintsBoard
T
10:38 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears racial discrimination

I was offered a job by Sears Holding Corporation, as a refrigerator tech. I accept the job offer however on 10/22/2015 I gave Sears permission to do a world wide criminal back ground search on me, which came back clear. I received notice as well as a copy of my report from Sears Corporation Main office. However a day later I received a call from a recruiter from Sears stating that, I couldn't get the job because of my background report, not knowing that the maim off had already sent copies to me notifying me that I met company standards. However after speaking with the recruiter, I contacted Hirewright the company Sears uses to do the background screening. Hirewright notified me that someone from Sears advised them to do another background check without my consent which came back with some pending charges on it, this back ground was conducted 11/03/2015. Why was a second background check was needed after I pass the first, and the second check that's not even me.

Read full review of Sears
Hide full review
ComplaintsBoard
R
7:40 pm EST

Sears craftsman lawnmower

Ok folks, it is time to give you all a public service announcement. DO NOT under any circumstance purchase a tool, or piece of equipment from SEARS or Craftsman. When we moved out onto 2 acres I purchased a lawn tractor from Sears for one reason. I had the impression through years of positive marketing, that Sears had a solid and reliable warranty and customer service program. Unfortunately this did not prove to be true. Mid September, my tractor stopped working. After taking it apart I was able to diagnose the problem. A pulley that drives the transmission sheared off of the spindle. A simple part failure. I pulled out my manual, found the customer service number proudly displayed, and gave them a call. I was then greeted promptly, did not even have to wait on hold. I described what happened, said the part numbers I needed to order which were under warranty. The lady worked a minute in the system and then began to process payment. I reminder her of the warranty, and that the parts should be covered. I was then transferred to another department, (no longer the parts department, but the service department). I then spoke to a man who knew promptly the parts I needed and was able to place them on order no charge. Awesome, now we are cooking. Said I will receive a confirmation email, and should receive the parts in 2 weeks. (hard to be OK with 2 weeks these days with 24 hours delivery from Amazon but hey, its free parts so why complain...). A couple days go by, and no confirmation email, I thought that was strange so I gave a call to follow up. I called the Service department directly this time. They inform me the parts department actually handles the order now that it is placed. They transfer me to the parts department. I get on the phone with the parts department and guess what? They have no records of my order...I was told the service dept system does not live communicate with the parts dept and that it would take several days to receive the information. However, they did have records of my phone calls from previous days and ensured me things would be handled. I waited a week. Surely by now the two systems should have communicated (this is 2015, right, we are in the future, hover boards, marty mcfly...yada yada). I decided to call to follow up. I give a call to the parts department, and guess what...they have record of 1 of the parts I asked for, but not the 2 most important parts to the pulley. No. Record. At. All. Lovely. The man on the phone was very helpful however, and was able to get the missing parts on order and told me then it would be 12-14 days until the shipped, yes, shipped, not delivered, shipped...At this point I am already 2 or so weeks into the process and now have to wait another 2! Not a happy man at this point. I explained to the nice man on the other line, I cannot wait that long. Especially after the poor management of my case, this is on sears at this point. They should be doing all in their power to make things right! Right? Next the man on the line put me on hold to see what he could do. A few minutes later he gets back on the phone and tells me I should have the parts by the 14th of October (only one week away) SWWEET I thought, A bad situation but I can live with the remedy. You guessed it. October 14th comes around and...no parts. At this point I am ticked. I give the old parts department a call again. I get on the line, and systematically go through the past few weeks. The person on the other line commiserated with me and broke some bad news to me. They had no idea how the previous person (they actually were able to look the conversation up in their system) was able to confirm the 14th as a delivery date since...wait for it...almost there...the part was back ordered until October 30th. Wait what?!?! Yep. True story. So now I am hot. I mean piping, Popeye style, slinging spinach back anchors dropped into my biceps mad. I get on with their superior, and surprising enough with great peace and kindness, described the past months events in detail. The manager was actually able to corroborate my story while I was talking by looking at his records linked to my phone call (something I was quite impressed with). However, he with sympathy informed me there was absolutely nothing that could be done, the part was back ordered and I would have to wait. Yuck. Popeye just got punched. So I wait. And wait. And wait. November comes to town. This is it. The time has come. My part should be here any day! There a beautiful yellow package on the door step, I rush to it, return address, Sears unit 81111! I tear into it, hands trembling. Could it be?! /bows head, takes deep breath, peeks inside. Bad news folks. They sent me a part. The wrong part. Does not even go to my model tractor. At this point I am defeated. Tonight, I finally had the gumption and time to set aside for a potential hours long call, and picked up the phone. Spoke to the lady, she found the right parts for me was able to set up the order. I then ask for the parts to be expedited since I have now been waiting a month and a half for these things. I am told "when i click the box in the computer that these are for warranty it ghosts out the expedited shipping, I am sorry sir I cannot expedite them" Ok now I am actually losing my temper. I ask for her boss. He gets on the line. He does not even ask me what the situation is. Does not even ask who I am, does not even let me talk. He immediately tells me it is policy that warrantable items are not allowed to be expedited unless the customer pays. I ask if he has reviewed my case to see the multiple failures made by the Sears Sevice departments and the answer was "no I have not, regardless a policy is a policy and it cannot be changed", I ask for his boss. He refused, I ask again, he refused and offers me Sears' corporate headquarters mailing address. Then boldly says is there anything else he can help me with. Now truth be told, I may have exagerated the hands shaking while opening the package story a few paragraphs up...but I can honestly tell you at this point I was shaking. Looking for what I could destroy with in my grasps. Nothing. /deep breath "Sir this is unacceptable" I say. I am told that's just the way it is. We then argue back and forth, and I must add, this man did not even stop talking to listen to me, he talked over me the entire time. "click" Yes that is right, the next sound I hear is a click of a phone call ending. I look down in disbelieve. Did the customer service department of Sear actually just hang up on me? Yes. Sadly they did. So now here I sit. 1.5 months later, no parts in hand, none even on order now (since I was hung up on). This is why I plead with you. Do not support this company any longer. They absolutely failed a customer, a loyal one at that (just look in my garage) I don't know what to do at this point, but at least needed to vent a bit. If you made it this far...you are impressive for actually reading this much on a Facebook post. If anyone knows anyone in Sears' corporate office, pass this along... ‪#‎sears‬ ‪#‎craftsman‬ ‪#‎failedcustomer‬ ‪#‎neveragain‬

Read full review of Sears
Hide full review
ComplaintsBoard
R
12:48 pm EST

Sears kenmore washer model 29478 - 3 years old and already broken

An absolute waste of time and money. We have been waiting for 5 weeks to have our expensive Kenmore Elite washing machine repaired after owning only 3 years. First repair technician comes out, charges $89 to say he will have to replace the part (here for a total of 10 minutes.) We agree to order the part out of pocket since the washer is no longer under warranty. Had the part overnighted (additional out of pocket) and it takes over a week to get the repair technician back out to install. He is then unable to remove a nut to remove the old part and tells us that he can't put the new part in because he's not authorized to cut the nut off for fear of damaging the drum (here for 15 minutes this time). If we can cut it off ourselves, he said he would come back out and install the new part. My husband was able to cut if off and we scheduled another service, with the soonest date being a week later, specifically reminding them that this nut had to be cut off, and that it would have to be replaced. I was informed by customer service that they have no way of knowing which parts the repair technicians have in stock and that I cannot request that they have a certain part before they come out. Next scheduled service date, no one showed up, we called customer service and the technician called in sick. Rescheduled for today, again, the soonest date available that was a week after the last one, no one showed up again, called customer service again, technician will not come out because now they will have to order the nut that has been cut off. Meanwhile we have spent 5 weeks without a washing machine, and the part that needs to be replaced sitting on the floor of the laundry room. At this point, I just want my $89 refunded and I will hire someone else to fix my washing machine rather than deal with this crappy service any longer. Additionally, I've spent 3 hours being passed back and forth between Kenmore (the brand) and LG (the manufacturer) and no one wants to take ownership of this washer because for the price of it originally, we should not even be in this position 3 years later having to fix it.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
R
R
Rob Middleton
, US
Nov 11, 2015 5:12 pm EST

You should of purchased the extended warranty.

ComplaintsBoard
R
3:26 pm EST

Sears hydraulic 4 ton floor jack model # 50167

I received the floor jack as a fathers day gift. I used it about 4 times and the small cylinder for the quick assist started leaking. I've tried replacing the O-rings and it still leaks. I feel that this is a latent product defect and after contacting my local Sears store, I've found that there are no parts available for this model #. So as of now I have a boat anchor. I feel that this is a defect and it should be repaired at no cost to me or replaced.

Read full review of Sears
Hide full review
ComplaintsBoard
J
6:01 pm EST

Sears tire installation on new cooper tires

Purchased 4 tires in March of 2015. The tire pressure warning was lite up almost every 3 weeks. I would check the air pressure and one or more of the tires were 5 lbs low. I went back to Sears tire and Auto I believe 3 more times with complaints. They charged me 66 dollars for a tire sensor of one tire...would drive away and within one to three weeks, problems again with tires loosing air. Just went there October 24th, 2015 and was told they could not find out where the air was going and and they re beaded the two rear tires. So now, today, November 2nd, 2015 the tire sensor went on again. I was livid and wanted to call Sears corporate office as soon as I got home. Little did I know that once I hit the expressway a noise that I heard got louder and louder. I was lucky I was not killed. I road the rim to a repair shop where they removed it and put on my donut. I went to the tire shop next door where they removed the other rear tire that was also re beaded and said it was the rims, not the new cooper tires. So I paid them to reseal the remaining 3 tires and they ordered me a cooper tire. So far the cost to me is about 250 dollars, and hours at Sears Auto with my appointments complaining about the air leakage, and I almost died. The tire is shredded. So I would advise anyone that cares about their safety to have another tire company install your tires. They also broke off my Nissan cap on the rim. I will never walk foot in that place again. I will be sending photos to Sears Corporate and placed a claim against them last night. This has been 7 months of hell for me.

Read full review of Sears
Hide full review
ComplaintsBoard
M
10:50 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears kenmore elite oasis

This is Michael. We purchase this washer about 3-4 years ago and the problem of rust is getting worst. The rust started after 1 year on the lid then it accelerated to inside and now the rust stays on most of the clothes I wash. When we look inside with a flashlight, we see that inside is all rusted and peeling off. And I have a baby coming, when i tried to wash the baby's clothes the rust stays on the clothes and its hard to take out. I had to rewash them by hand. I'm really frustrated since we follow the manual very well to take care of this machine. I can't believe this will happen to a 3-4 years old washer since my mom is currently using a Maytag for over 10 years and it still works fine without rust. I hope to have it repair by sears as soon as possible.

Read full review of Sears
View 0 more photos
Hide full review
ComplaintsBoard
P
2:14 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears windows

We ordered a window replacement due to poor quality of the window installed by Sears. The original service rep ordered the window with wrong size and it has been 4 weeks and the communication is basically nonexistent. We tried to call the 1800 number and they will keep transferring you to a voice mail and the rep who helped us before was not with the company anymore. So my advice is never use Sears windows because your satisfaction is not guaranteed.

Read full review of Sears
Hide full review
ComplaintsBoard
R
2:17 pm EDT

Sears kenmore elite dishwasher

Avoid sears! We bought a kenmore elite dishwasher after reading good reviews on consumer reports. Huge mistake! After 12 months of use we noticed our hardwood floors warping. We stopped using the dishwasher. $7, 000 in damage to the floor alone. After numerous phone calls sears sent a service tech out. $550 to repair the dishwasher that is only a year old! He strongly recommended not doing the repair and buying a bosch! As for the floor, they passed us off to whirlpool for that. We've been fighting with sears and whirlpool (Who originally made the dishwasher) ever since. Both sears and whirlpool admit there was a defective part that was under warranty. Whirlpool (After many, many hoops) are sending a big check to fix the floor. As for sears/kenmore? They won't answer our phone calls or emails. What few people we can get through to have few records on our issue and we have to start all over again. Almost a year into this issue and we still don't have a dishwasher and I have to pay to fix it. Avoid sears!

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Sparkknock
, US
May 02, 2016 3:11 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Kenmore and Sears are known for this kind of stuff. You should consider looking for a class action attorney. They have been sued repeatedly for dishwasher related problems. Mine nearly set our house on fire and they refused to do anything about it.

ComplaintsBoard
E
11:32 pm EDT

Sears cashier

HI, I went shopping at your Westland Mall store in Westland Mi at about 4:30 pm on Monday October 26th. My son and I walked into the store looking for a chainsaw. We passed a black woman that was sitting on a lawn mower. I looked at her as she looked like an employee. But she looked away. I went to search for the chainsaw I was looking for and took about 15 minutes trying to decide between two different items. As I looked at her, still sitting on the mower. I finally deciced to purchase one. As I walked to the counter to pay. I passed her sitting on the mower and set my chainsaw on the counter. Then looked around for a cashier (I figured she was on break). She walked up, said nothing to us. And scanned the item. Talked to me rudely. Asking, "that it?". I asked if she was having a bad day. She said NO. She rangup the order and stood there saying nothing. I didn't know if I needed to slide my card or not. She looked at me like I was bothering her. I had to ask if I should slide my card and she said yes rudely. I truly felt like I was bothering her from sitting on the mower and doing nothing. I almost walked out without purchasing the chainsaw, but I needed it badly that day. If I didn't need it, I would have left and went to Home Depot and bought one. If I remember correctly, her name was Kayla or something similar. She was a black girl, about 20 years old or so. There is no way at all I will look forward to going to your store to purchase anything else thinking she will be waiting on me. I have a lawn care business and do plenty of shopping at your store. But after this girl, I'm willing to go someplace else to spend my money. I wasn't going to say anything and tried to forget about this experience. But after two days, it was still on my mind. So I decided to write. Sincerely, Ed Wood [protected] [protected]@comcast.net

Read full review of Sears
Hide full review
ComplaintsBoard
R
11:43 am EDT

Sears appliance repair

Sears contacted me that a confirmed appointment on October 24, 2015 to diagnosis and repair a problem with a washing machine had been cancelled by sending an e-mail notification. The concept of telephone calls seems to be elusive. So I picked up the phone and spoke with a rep - the problem was not parts - no parts were ever ordered. It turns out "the truck broke down". Evidently Sears doesn't have the capability to send a replacement truck or have a contingency plan for such matters. This is the second time in a row Sears has cancelled such an appointment. the first was about 2 weeks ago when my water heater broke. Between the two appointments, I have wasted 8 hours - I have missed work time and wages, 8 hours of time which I'll never get back and have been provided no service. Additionally, the rationale for the service cancellations has contained erroneous information. By the way, Sears has an overt spelling error on one of their web page service notices. It appears to be indicative of the firm's overall lack of attention to detail, accuracy and customer service. Rather shameful.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
C
C
cascadervr
, US
Nov 18, 2015 8:27 pm EST

I have not had hot water for ten days. The water heater was a kenmore brand ( sears Product) that came with the house I purchased a few years ago. THe water heater is still under waranty so I called sears to get a repair wscheduled under warranty. the woman told me that they could get someone out on the 24th of Nov. My call was made on the 9th of Nov. I told the woman that that was unexceptable as it would make our house basically uninhabitable for 15 days. I told her that the warranty is a contractual obligation and that the attorney general in the state of Minnesota would consider that a breach of contracty. Guess what, I had a technician out within trwo hours. Unfortunately, he did not have the proper parts to fix the problem which I had explained in minute detail. You would think that if he new the problem he would come with the parts that would have caused the problem. He ordered the part which came within two days. I then called to get the tech to come back to install the part. I have set up appointments twice for a tech to come out and both times they did not show up. Tonite the tech who was supposed to come between 1 and 5 today called at 7 pm to tell me he couldn't make it. We have now been here for nine days without hot water thanks to our warrantied sears hot water heater. I have spent hours waiting for no shows and missed work. I have now been on the phone with their scheduling departmen t and have been on hold for the past 25 minutes. Oh wait someones going tp pick up- opps, they hung up. I have not stepped foot in a sears junk store for years because of their shoddy products. The only reason I was dealing with them now was because the water heater came with the house I bought. I am seriously considering taking the hot water heater out of our house and traking my four-wheeler with the water heater dragging behind it and driving it into the local sears store. THank God for Home Depot. The moral of this story is don't buy from Sears. If you dpo don't expect them to honor their warranties.

ComplaintsBoard
S
3:34 pm EDT

Sears warranty service on a lawn tractor

Subject: Warranty Work Complaint I have tried everything I can to maintain a positive attitude about Sears, their products and their commitment to their products. From childhood Sears was always the store of choice and the Craftsman brand was something we sought. Unfortunately I have become a victim of a bureaucratic system that no longer honors it’s obligations. I have about 3 acres of property with 2 acres of lawn to mow and use a lawn tractor for pulling a small trailer to haul wood, dirt, gardening materials etc. In July of 2014, after my John Deere died following 10 years of faithful service, I decided to return to the reliable source from my youth and to purchase a replacement at Sears. I bought a Craftsman 24 HP, 48 inch mower Lawn Tractor, model 917.20401. As it turns out I purchased the “lemon of all lemons” and am getting NO SATISFACTION from Sears. In June of 2015 the tractor was only running on one cylinder and that problem started a bureaucratic nightmare that has been a great inconvenience and cost me financially. I did not start tracking exact dates initially for I trusted the repairs would be made; however, Sears has an accurate service log the may be researched.  June xx, 2015: The technician came out to assess the situation and confirmed it indeed was a blown head gasket and he also determined a new switch was needed. Her ordered the parts. About a week later he returned and installed the parts  July XX, 2015:. Again the tractor was running on one cylinder. The tech assessed and ordered a new head gasket and also a front end as he noticed the alignment was not correct. The parts arrived with the head gasket folded up and jammed into the box with the front end making it unusable. Within 10 days the tech returned. He installed the front end. When he removed the cylinder head he determined the gasket was not a problem but found a bent piston rod so he replaced the rod. Again the tractor lost power and went down to one cylinder.  August xx 2015: The tractor again lost power.  September xx, 2015: The technician came out to review and recommended to his supervisor that a new engine be installed. Unfortunately he could not get his supervisor on a weekend so he returned the subsequent week and spent two hours discussing replacement. His recommendations was summarily dismissed and he was directed to order all the parts and build a new engine in my driveway. A ridiculous solution to the problem because when I reviewed the parts list and labor involved with the tech it was going to cost almost 2/3 of the price I paid for the tractor.  October 12, 2015: I received an automated call that said to call the service center to reschedule the appointment because parts were on back order. Second time they have been unable to get the parts. The customer service person consistently asks if I received the parts. I would not have a clue because nobody from the Sears team provided a list of parts I was to expect. After a significant amount of time on the phone I was assured the parts would be received by October 21 and the rebuild would be completed then.  October 13, 2015: Appointment cancelled and rescheduled by Sears.  October 20, 2015: Again I received an automated call that said to call the service center to reschedule the appointment because parts were on back order. Second time they have been unable to get the parts. The customer service person consistently asks if I received the parts. I would not have a clue because nobody from the Sears team provided a list of parts I was to expect.  October 21, 2015: Appointment cancelled and rescheduled by Sears.  October 31, 2015: Repairs scheduled for this date. It had to be rescheduled since parts were on back order. On October 20 I was called again and told I had to reschedule because the parts were on back order. Customer service was of little assistance other than to tell me the parts department is confident the parts would arrive by Oct 29 and they would install on the 30th. I had to correct the customer service person (“Neil”) and let him know that he asks when I am available not select a date himself. Due to past life experiences with Sears, in June/Jul we went ahead and purchased a $10, 000 door for the house not knowing the difficulty that would ensue with the integrity of the Sears organization. I am a reasonably patient person and have simply asked for one of three things – FIX THE TRACTOR, REPLACE THE TRACTOR or GIVE ME MY MONEY BACK. All reasonable requests I have gone through the summer paying people cash to mow the lawn at about $200 every other week and have taken off my job using my earned vacation to be with the technician who has been unable to fix the tractor. I believe it is time I submit an invoice to Sears for reimbursement of my expenses and lost wages. When I expressed this one customer service she almost comically offered me a $50 gift certificate. My requests remain unchanged FIX THE TRACTOR, REPLACE THE TRACTOR or GIVE ME MY MONEY BACK.

Read full review of Sears
Hide full review
ComplaintsBoard
M
4:43 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears washer service

On 10/20/2015 I had a visit from the Sears Home Service technician. My problem was with washer making noises and not spinning. The technician refused to do anything until he can return with second person (that would be another 40% of 'diagnostic fee') so that my washer can be moved from the tub (about 4 inches high) where it sits. This surprised me because this was not the first visit from Sears and there was never problem. I offered to move it myself if needed but he said this will need to be rescheduled. So I cancelled the service and paid $89 for NOTHING. I called another company that not only came within 2 hours of the call, but the technician actually turned the machine on, checked the machine and was able to determine the problem without ever moving the washer. This was disappointing experience as the Sears technician did not even try to diagnose anything without moving the machine. He even suggested that I can complain to the company if "it will make me feel better". I did and I may get call from them. At least refund for the "diagnostic fee" that was charged without any attempt would be in order. Obviously, I will call someone else when I need appliance repair.

Read full review of Sears
Hide full review
ComplaintsBoard
T
8:37 am EDT

Sears sparking and burning on oven top

Model 790.[protected] Kenmore Electric Range Had the oven 3 years. Kept immaculately clean. Set oven to 250 the other day, put in roast and came back 15 minutes later to see sparks and smoke coming up out of the top.. Sparks at least 2 feet high. Had we not returned, our house would have been burned down. Had an "F10" warning displayed on the front screen of the range. Sears wants to charge $99 to troubleshoot the issue and more for parts. Asked another appliance repairman and he said he wouldn't bother as something like this could have easily melted other wires and could be a serious fire issue later on. Will continue calling Sears for replacement, but this should be recalled immediately!

Read full review of Sears
Hide full review
ComplaintsBoard
H
5:18 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears vinyl siding cracking & holes all over

A few yrs. ago, we paid almost as much for vinyl siding as we did for our house yrs. ago.It started falling apart Shortly after installing, with family ERs' we didn't report until a little after guarantee was off.It keeps having holes & cracks appearing all over, high & low spots, nothing has hit it, seams where it was 'pieced' together pulling apart.2 neighbors paid 1/3 price(1 installed his own) & 100% better.We've called, they're charging crazy price if we have them "Undo' what they "Did"!Going to complain to "BBB', maybe they'll listen.We used to always get everything from Sears-no more!There's many more places popping up all over, going to take more pics.

Read full review of Sears
View 0 more photos
Hide full review
ComplaintsBoard
J
1:19 am EDT

Sears samsung refrigerator

I purchased a floor model Samsung Refrigerator on 3/26/15 from the sears outlet store in Minneapolis MN. The problems started when the cashier forgot to take off an additional 5% for using my Sears card for payment. The store manager Jim R. tried to correct the problem but could not figure out how to. He assured me he would take care of it the next day. I had to dispute the credit card /charge in order to get the 5% discount taken care of. This was a huge hassle. I started having issues in April with the refrigerator not cooling. I tried unplugging the fridge and resetting it to no avail. I ended up getting 40 pounds of ice and putting every thing in coolers. I called sears service and Samsung and they gave me the run around with things to try to make the fridge work. The following morning the fridge decided it was going to start working again. I had made an appointment with the sears service people to come and fix the fridge at no charge. When the tech arrived a few days later the fridge was working, go figure. The tech opened the door and said " looks like it working". He then proceeded to tell me that his company does not stock any parts or diagnostic tools for Samsung fridges. Why the hell did they even bother coming out? A few months later they tried sending me a bill for this awesome service call. Nice try! After this service call I contacted Jim R. (Store Manager) about returning the fridge. This guy is king of excuses. I have records of every phone call I made to him regarding the return of this fridge, countless times he promised to call me back with a resolution. Not once did I ever get a call from this useless individual. Every single call was originated by me. I think he wants me to just go away? It is now October 2015 and this fridge continues to stop cooling randomly. I try everything under the sun to make it work. It eventually starts cooling again when it feels like it. This is completely unacceptable! According to the "Customer Solutions Commitment" that I signed when I purchased this appliance under the "Return Policy" it states " We will be happy to accept your "In Warranty" returned product after a Product Repair Technician has determined the product is not repairable. If your tech comes out and can not fix the fridge take it back! It is really that simple. I have documented exactly what the symptoms were when the fridge failed and the tech did nothing. Replace something, I don't care if your just throwing parts at it. Do SOMETHING! I have been stuck with this fridge for 7 months now because Jim R. is about as useless as they come when it comes to customer service. Save your self the agony and avoid this store at all costs! I would gladly pay full price for a product before dealing with crooks like Jim R. at the Minneapolis MN Sears Outlet Store.

Read full review of Sears
View 0 more photos
Hide full review
ComplaintsBoard
T
3:04 pm EDT

Sears repair of my washing machine

I called Sears, the name you can trust when my Samsung washing machine stopped working. A very nice gentleman came over and repaired the machine (or so I thought). When he was here he, according to my receipt he did the following repair: Replaced the motor Replaced the tub Replaced the clutch Replaced the basket All in the repair costs were 224.17 including labor. Last week, as I opened the machine to take out the clothes I noticed the bottom was tilted, at further inspection I noticed it was not attached. I waited until my husband came home and showed him and he deduced this was not something he would even attempt to fix and to call Sears repair…again. I called the number from my last receipt and was told I was over the 90 days and nothing they could do with covering the repair. I explained how odd is it that the machine breaks just 8 days post warranty WITH ALL NEW PARTS. When my husband looked at the bolt he noticed it was rusty, which it is not how it is supposed to be. I had another repairman that came and told me that the screw was the issue that caused the damage. The repairman said the bolt that was used during the repair was NOT THE PROPER PART! It was a porous self-tapping screw that was supposed to be a stainless steel machine bolt. This not only rusted and failed after 96 days but caused the following damage. now I need: Pulsator Clutch Bolt-Pulsa Semi Tub Nut-Hex Basket For a grand repair total of $1, 044.99. Now my mother always taught me you break it you bought it. Yet, when I called Sears they told me over and over that you are over the 90 days. I explained they used an incorrect part, I explained that this part damaged the entirety of the machine yet all they can do it take my information. This caused damage to the entire machine. I want to be very clear this is not a warranty issue; this damage was caused by the prior repairman not using the correct parts in his repair. This is not my responsibility, this is your responsibility for causing damage to my machine and I would to settle this without having to subpoena the Sears corporate officers to small claims court. I just want my machine replaced immediately. I have been without a machine from the last repair to this repair for a total of a month. With 5 people in my family I have waited long enough. Looking forward to your response, Teresa Rampulla [protected]

Read full review of Sears
Hide full review
ComplaintsBoard
R
7:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears kenmore elite 31 cu ft refrigerator

My new refrigerator, microwave, and oven were delivered September 2014. I did not buy an extended warranty. 11 Months later I found that the refrigerator had stopped working. Before that no issues. Since it was less than a year old it was still under factory warranty. I used Sears's online chat to file the claim and they also walked me thru a diagnostic, sent suspected parts and scheduled service. Parts came, service tech came a few weeks later. The parts were placed on the refrigerator but the refrigerator didn't work. More parts were ordered and a new service appointment was set a few weeks later. Parts were added but it didn't work. It was decided that all of the Freon had escaped through a leak in the evaporator coils. New parts were ordered and a new service call scheduled for a few weeks out. New coils was added, Freon loaded into the system. The tech seemed to think it was fixed and left. The refrigerator never got cold. I called the service number and they now schedule a service call out for a few weeks from now. I called the store manager and went thru this story. She escalated to Sears. Their answer was that I should wait for the results of the service call. I am used to the routine. Each service call is about 4 weeks apart plus time for parts . This means that the tech will come on Nov 4, diagnose the issue, guess on what they think the issue is, order a part and maybe 6 weeks later I will be thru another service call. I probably won't have a refrigerator through Thanksgiving or Christmas at this rate. 4 months of no refrigerator.I don't think Sears cares or knows what customer service means. The people you talk to are not enabled to really make a difference. I have tried to re-escalate today thru the number that was on the email they sent me, telling me to wait. I am sorely disappointed and I know that the persons at Sears that could make this right with a simple decision would not hesitate if it was their family involved. My parents used to swear by Sears appliances. Now I just swear.

Read full review of Sears
Hide full review

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Sears customer service

Phone numbers

+1 (847) 286-2500 +1 (800) 665-2127 More phone numbers

Website

www.sears.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Sears?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Sears Customer Service. Initial Sears complaints should be directed to their team directly. You can find contact details for Sears above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Sears. Discuss the issues you have had with Sears and work with their customer service team to find a resolution.