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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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R
5:43 pm EDT

Sears the customer service associates were rude, hostile and mean

I went to the Sears on Front Street in the Kansas City Metro area. The customer service associates were rude, hostile, mean and refused sell to me. The old man that assisted me actually told me to go somewhere else to purchase what I needed, knowing or thinking I had to purchase what I needed there. I found myself talking to him as if I were the sales associate and appologizing for even intruding on his day. I am 53 and in my life time I have never been so abused by a sales associate. Yes his actions and speach was abuse.

A couple of days latter I went to Lowes to search for the product. The associates at Lowes speacial ordered the product. Since then I have had conversations with others and discovered they had experiance simular abuse.

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5:45 pm EDT

Sears sears is very difficult to deal with

I had a central air conditioner installed by sears 2 yrs ago. This year it caused over $30k in damage to my house. The condensation drain was improperly installed and the drip pan had tiny holes in it caused by the installer. there also was a 3/4 inch gap between the air handler and bottom of the return vent. The condensation had dripped into my attic and saturated the insullation (like a sponge). It then ran down my walls and between my sub floor and wood floor. This caused major mold issues(over $6k). Once the mold was cleaned it took almost 3 months to get my house back to normal. Had to rip up and replace w/w carpeting, wood floor, sub floor. Also had to remove much of my ceiling and several walls. My insurance covered all except the actual repair of the ac, approx 2k.

sears is very difficult to deal with. They don't return calls, they are rude, they are trying to blame everybody but themselves for the bad install and wont commit to reimbursing the 2k. Over 3 months after the damage was discovered and they still won't give me any answers. I think they just hope we will give up and go away.

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dia3766
, BJ
May 29, 2010 11:24 am EDT

you do not even know me nola so you don't even have the right to say that. Besides i haven't shopped at sears for over 10 years so i wouldn't know about trashy clothes from there

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NOLA777
Slidell, US
May 09, 2010 1:55 pm EDT

I agree with you. I worked for them for years and your complaint is just another brick in a wall. Dia3766, by not buying your trashy clothes from Sears, is not going to make them go bankrupt.

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dia3766
, BJ
Apr 25, 2010 9:00 pm EDT

Sorry to hear you have had so much trouble, not the first time i have heard about poor customer service from sears, that is why i never purchase anything major there. Hope you can resolve your problem

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5:13 pm EDT

Sears we are very dissatisfied with sears

My husband and I bought a central unit a couple of months ago from sears . We told the sales rep when he came out that we are adding on to our house and he told us that when we were ready to call him and he would come out and create a new contract to put duct work in the new rooms (2 of them) it has been going on 3 weeks and we are unable to contact him he wont return our calls he keeps promising his supervisor that he is coming out and never shows up. Our project is at a standstill because we have to have the ductwork in to get inspected and the contractor can't do anymore until we do. My husband and I is at our wits end and ready to move on and hire someone else to do the ductwork. This is costing us money and time and our sanity. My husband and I are ready to NEVER COME TO SEARS AGAIN after this. We are very dissatisfied with sears.

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5:55 am EDT
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Sears incorrect service diagnosis and bad customer service

We had a Sears service rep come to diagnose a problem with our Sears Whirlpool Calypso washing machine on 3/30/2010. He was here for an hour, charged for two hours, and misdiagnosed the problem. We chose to make the repair ourselves, as is always a consumer option, purchased the part he said was the problem, and then discovered that the actual problem was a different part, thus costing us twice the amount, and a lot of time and trouble, as well as the charge for the service call.

When I called Sears customer service to request a refund, they refused to help us in any way, saying that they owe us nothing. According to them, since we elected not to have their diagnostic technician do the actual repair, they bore absolutely no responsibility for his misdiagnosis or for the service call.

The rep told me I had reached "corporate level, " and was adamant that there was absolutely no recourse for us, as they do not guarantee their diagnostic service calls...only their repair service itself. If we had elected to have him do the repair, which would have been the wrong repair and replacement part, then they might have been able to work with us.

We have been loyal Sears customers for most of our lives, having "grown up" with the company. If the washing machine had been irreparable, then we probably would have purchased a new washer from them. As it stands now, we will never do business with Sears again, nor would we recommend them to anyone.

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10:39 am EDT
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Sears switched products!

Paula Watson
5172 Hidden Branches Circle
Atlanta, GA 30338
April 21, 2010

Holly Ferguson
Sears Outlet
2301 Mountain Industrial Blvd.
Tucker, GA [protected]

Dear Ms. Ferguson

This past Sunday, April 18, 2010, I visited your store for the first time. Sears Outlet was recommended to me as a good source of slightly damaged appliances that I could purchase for reasonable prices. Sure enough, I found a refrigerator which I photographed with my iPhone and arranged to have delivered today, between 4:15 and 6:00 PM.

This morning, around 7:00 AM, a delivery person from the store called. He wanted to be sure he had the correct refrigerator. What he described to me was clearly not the refrigerator I purchased on Sunday, of which I enclose photographs. Among his questions and statements were, “This really should not be sold to anyone, ” and “Are you aware of the 8 inch gash in front?” and “It’s missing a number of shelves and has no ice maker, ” along with more that clearly indicated the refrigerator he was looking at is not the one you see in these photographs taken Sunday on your warehouse floor: no missing shelves; a slight scratch on the left front, a functioning ice maker, and some minor denting on the side.

As a teacher, I had to schedule a substitute for my afternoon classes today. Now I must spend that time buying a refrigerator from an honest source: one who will deliver what I purchase. I am deeply disappointed in Sears, and I have posted reviews on YELP! and Kudzu that reflect my awful experience in hopes that others won’t have to go through what I have.

Sincerely,

Paula Watson

Cc:
3333 Beverly Road
Hoffman Estates IL 60079

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Earl1234
Antioch, US
Apr 21, 2010 10:50 am EDT

Thanks for the warning. I learn well. Teacher.

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C
9:17 pm EDT

Sears Think twice before purchasing other Sears products

Our 1-1/2 year old Kenmore washer needs a new transmission. No, we didn't purchase the extended warranty thinking Kenmore was a good brand and would last a number of years. We are retired and have no children at home so it isn't as though a family of 5 is using it. Maybe 2-3 loads a week maximum. The people I've talked to at Sears say it's our problem, the machine may fail at any time. They are not interested in keeping us as a customer and apparently don't care that the product is shoddy. I think Kenmore used to be a good brand, but no more. I'll be researching something else for a replacement and will think twice before purchasing other Sears products given the poor service.

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Mom4rmArkansas
rogers, US
Apr 23, 2010 2:14 am EDT

You used it for more then a year. Hello?! Sears did not build the machine, stop blaming them, they are only selling it to you.

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7:47 am EDT

Sears whirlpool should stand by their product

I am filing a complaint with the Better Business Bureau for my Whirlpool Cabrio Washer Model WTW6600SB2, Serial Number CU3270098 that was purchased from Sears on my Sears charge in late September 2007 for $1200 plus the cost of a 5 year extended warranty that is effective on this washer for another 3 years. I have spent countless hours on the phone to more numbers that I can count and all I get is the runaround and another number to call.This washer is a lemon. I reported problems to Whirlpool when it was 10 months old. It has not worked properly since I got it. It has shredded and ripped sheets and clothing and has mechanically not worked correctly since I received it, and the clothes are not coming clean and are disgusting. I am very proud of my laundry and for the first time in over 40 years and 15 Whirlpool Washers I am ashamed of my laundry.I have been a loyal Whirlpool owner for over 40 years and I have never had a problem like this. The control panel has been changed 3 times and the console top had to be replaced. The main control has also been replaced.The left hinge on the lid is broken completely in half and the lid is not attached to the washer on the left side and I am told they won't repair it because they can't get the old hinge out and they will not replace the top. This is a hazardous safety issue. I also have large pieces of metal falling into the washer from inside the top onto the clothes when it is running and staining and ruining the clothes or sheets the pieces land on and when I remove the clothes all the metal pieces are in the bottom of the washer.Today I had yet another service call and the tecnician lifted the top of the washer and the whole top of the inside metal is disintigrating and falling off in large pieces into the washer onto the clothes. I called Whirlpool yet again last week and talked to Supervisor Carol Housley and the number she gave me is [protected], Ext. 3660 and I called the number and it didn't go through, so I called yet another number again and was given a supervisor again and I was not helped again. I actually had the technician here repairing the washer yet again when I called. I had been without the washer since early July and had to wait yet again for parts. I am disgusted and very angry that I have been treated this badly by Whirlpool and also by Sears as I have been a loyal Sears customer since the 1970's.I am very upset about the way I have been treated. Whirlpool should stand by their product. I am a Senior citizen on Disability and I have not been treated fairly.

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TRAINMAN
Klamath Falls, US
Aug 25, 2011 8:50 pm EDT

The energy efficient refrigerator I bought to replace my older one runs almost constantly, it was set on the 3 level when I had it put in and was very cold. I put a thermometer in it and it was about 35 degrees. I reset it to the #2 setting and the next day it was still down around 35 degrees. I then put it down to the #1 setting and guess what, the next day it was still around 35 degrees. Also 2/3 rd's of the time it's running it's making way more noise then my old one did. I live by myself and very seldom open the door to it yet it keeps right on going on and off every 5-10 minuets.

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Dan Torghele
Lincoln, US
Jun 09, 2010 3:22 am EDT

I purchased a whirlpool dishwasher that quit working correctly months after its installation. I am not able to get any satifaction for this faulty piece of equipment. I need a number to call to explain the situation.

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6:07 pm EDT
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Sears automotive shock lifetime warranty

I purchased some Gabriel automotive shocks with a lifetime warranty from Sears in 2000. I went to replace the shocks due to them being worn out and again, went into our local Sears store to exchange my worn shocks for new using the lifetime warranty that Sears promotes. Little did I know, that a LIFETIME warranty on this particular product has some glitches in it. For one, that particular brand of shock are no longer carried at my local Sears store. 2) In order for me to "utilize" the lifetime warranty...I would have to purchase a different brand of shock AND pay the difference. I guess I am not sure what a LIFETIME warranty is..if I am not able to go back to the original store, with the original receipt.. along with the shocks...and not be able to get a NEW set of shocks using the LIFETIME warranty that Sears promotes. Basically, they provide a LIMITED warranty (unless you are buying Craftsman)...and as the consumer..you have to pay more! This is just another way to gouge the customer...what ever happened to customer service? For example...I purchased brake pads around the same time I purchased these shocks from NAPA auto and I have since replaced the brake pads several times...using their LIFETIME warranty...and I have never had to pay a dime...because they warranty their products and stand behind their word. If you are going to market/promote a warranty on products...then it is the company's responsibility to the American customers, to stand behind that WARRANTY. Otherwise, the "warm, fuzzy feeling" you get once you have agreed to purchasing an item with a "LIFETIME WARRANTY"...if nothing but a salesmans lie. Beware buyer!

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john bach
, US
Dec 21, 2016 7:46 pm EST

sometime in the late '80s i bought 4 Sears lifetime warranty gas shocks for my "73 Mercury Montego GT At the Sears store in Ventura Ca. now in late Dec. 2016 i need 4 new shocks. does the Sears lifetime warranty still stand?

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Gas station manager from hell
Canal Winchester, US
Apr 17, 2010 7:59 pm EDT

Like Sears knew they would no longer be carrying them 10 years later! Get over it!

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8:46 am EDT
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Sears craftman lawn mower

We bought a new Craftman push mower. The first time we used it, it would not run. My husband coaxed it
to mow about 1/2 of our small yard and it died. We took it back to the local sears store where it was purchased. They would not replace it. They said we had to send it to the repair center in Hixson TN.
The repair center called about 1 week later. They said it would cost about $70, for a tune up.
Wal-mart would have just give a new mower. We have filed a complaint with both the Distric
Manager, Jim Gentry, and have Written The Hoffman Est Ill address. So far we haven't had
any satisfaction.

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3:11 pm EDT
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Sears paying off a sears card

It is pretty bad when 99% of all companies will let u pay off a account w/ your bank card... i was told that i had to give them money or give them a check... well i wrote them a check out and paid off my account the bad thing is that they gave me my check back to me... well it may not cost alot of money for a check, but i dont have all this money to waste on handing them a check so i can shread it.. my card could have done the same thing they did w/ my check... if we the people dont start standing up to these companies there going to make us waste more money... just like all these warranties they push on us... if they would stand behind there equipment then it wouldnt cost a arm and leg to purchase it... SEARS U NEED TO START EXCEPTING BANK CARD FOR PAYMENTS... IF U START THEN I WILL START BUYING FROM U AGAIN, BUT UNTIL THEN I WELL BUY WHERE THEY WILL EXCEPT MY CARD... I HOPE I CAN GET OTHERS TO STAND WITH ME ON THIS PROBLEM...

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Janet
Junction City, US
Jun 03, 2016 8:17 am EDT

Sears is the worst company, if you have a sears card, the joke was you would have at least 1 30 day late. Their credit practices are bad. In addition they say they have customer service, but that is a joke. They are currently charging me over two thousand dollars for a bed I cancelled and never even received. They charged this bed to my sears account which only has a 1200.00 credit limit, when I offered to pay with my debit as I know my credit limit. The person from sears said sears would call for the payment method, she was just doing the exchange of one bed to another. I cannot get this corrected, they closed my account, which is fine as I will NEVER PURCHASE ANYTHING FROM SEARS OR KMART AGAIN. I am taking them to small claims court for 5k which includes punitive damages.

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citizenreallyangry
Los Alamitos, US
Apr 14, 2010 4:05 pm EDT

Try dealing with Sears when your ID is stolen and false charges are put on your card. Finally, they agreed that several charges posted to my stolen card (for porno and gaming sites online!) were fraudulent and they took them off my account. Guess what, they sent those charges to a collection agency! So, I had to get my police report, my many letters to and from Sears, and with one copy to the collection agency and one copy to the PRESIDENT of Sears, I get a call a few days later from Sears "security" apologizing for the error. The collection agency apparently was also the victim of Sears for buying debt that couldn't be collected on. I actually hope the agency got its money back, as it was at least a reputable one that operated on the letter of the law. Sears did not ever send me a letter of apology or anything. I cut up my Sears card after being a customer for over 30 years! I cancelled the card before. Later I got a call from Sears about someone trying to use the same stolen card! Why call me? I told the person at the other end that I did not have a Sears account, that my card info had been stolen probably from PAYPAL and that I would have nothing whatsoever to do with a Sears card for the rest of my life because of what they put me through. Then I hung up politely. If I go to Sears, I use cash or another credit card. I wouldn't have anything to do with their credit department and advise any other customer out there to do the same. I like some of Sears products, but I do not like the ethics of management or their credit department. Big raspberry for Sears credit department.

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2:58 pm EDT
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Sears took me a month to resolve their problem

I purchased a refrigerator from Sears retail store in Liberty NY and paid 65.00 to have it delivered 2 miles from your store and 20.00 for replacement. I noticed your website published 10.00. The delivery men came and shoved the old refrigerator out my door and dented the metal door. This is a clear disrespect Sears has.

In addition to the dented back door – the delivery person had a vulgar conversation with his partner on what he wants to do with all the woman he can when he retires.

Sears – I must admit I am quite surprised you allow this kind of vulgar and disrespectful behavior.

I recently had a credit card issue occur with your folks where you took out 40, 000.00 more than what the check was written for(4.000.00) and it took me a month to get this resolved. Not one of your customer service people tried to resolve it after 8 calls and I eventually contacted the bank to get the money back.

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2:37 pm EDT
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Sears I feel I was taken advantage of

I called Sears to come out and adjust my treadmill; was told the service charge was $95.00 but repairs were to be applied towards that price. Much to my surprise, upon arrival, I was informed it would be $214.00 to adjust the treadmill belt. I had to say no; then had to pay the $95.00. Found my manual with full directions how to adjust the belt and within 5 min the problem was resolved. I feel I was taken advantage of and would like some type of restituion for the $95.00 and an explanation why it would have been $214 to repair.

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Llady13
, US
Jan 24, 2014 2:06 pm EST
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I am extremely dissatisfied with the NordicTrack treadmill I purchased and with their lack of customer service. I purchased a NordicTrack treadmill from Sears and paid to have it delivered and assembled. Three weeks later I contacted Sears to complain that the walking belt was off-center and it was squeaking. Because I paid them to deliver and assemble the treadmill, a delivery team came out the following week to adjust and lubricate the belt at no charge. One week later, I was in the middle of one of the preprogrammed workouts, when the incline went up to 10 (maximum), it would not adjust to a lower incline. In fact at that point, none of the buttons on the console responded. I pulled the emergency key out, turned the machine off and unplugged it from the wall. Three times I turned it on and off and could not get the console buttons to respond. This time when I called Sears, they referred me to Nordic Track customer service. Even though I paid Sears to assemble the machine, I found out that they do not service NordicTrack products. I was on hold for 25 minutes with Nordic Track. A women rep (Brunella) told me that I would have to troubleshoot the problem. She then proceeded to tell me how I could fix it! I was told to disassemble to console, try to find what she believed was a pinched wire, and then reassemble it (per 8 pages of instruction in the manual). If I bought a new car and there was a problem, would the dealer tell me to crawl under the car and fix it? How can NordicTrack expect a consumer to repair a brand new machine that was improperly constructed by them? When I told Nordic Track to pick up the machine and refund my money, they told me that it was over 30 days since I received it and they refused my request. I went back to Sears and after speaking with a supervisor, and holding for another long period, Sears agreed to exchange the machine. I don't have any faith that the new Nordic Track will be any better, but I have no other option with this matter. One thing I can do is warn consumers about NordicTrack's lack of consumer service.

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1:00 pm EDT
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Sears poor, confused service-never buy at sears again

I recieved a KitchenAid Frdige, Sears item [protected], on April 10, 2010. After unpacking we saw the door handle was damaged so called customer service and asked if we need to return the fridge or could they send a new handle. I called [protected] and was told I had called the wrong number but that if I called parts I would recieve a new handle and it had been authorized as it was recieved damaged. Well I spent the next hour being tranfered and given new phone numbers to call. Every person insisted the next number or transfer would be the correct one. I had multiple authorizations and from different numbers and it seemed to be a bouncing game from parts to customer service and from Canada to Phillipines in both these areas. Once I was given direct number for parts in Ontario and they told me it was nothing to do with them. I then wanted to complain as I was getting no where and the gentleman to me he was where all complaints go and I could not make a further complaints. He also said there was no notes on file indicating any of this happened and there was no authorization on file but said you call parts and they send out the part if it is damaged when you recieve it. I called [protected] and [protected] and had over a dozen tranfrers. I think I will just take the fridge back...something simple but is total unsolvable for some reason. I will never buy from Sears again. I tried to purchase from then 2 years ago online and the purchase got lost and things got ugly but I blamed in un immature web purchase web site. I see now there issues run much deeper. Not one of the people I talked to today wanted to help or even stay on the line to see what was happening-they just wanted to transfer me to someone else.

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apr_12
Antigonish, CA
Jul 02, 2010 7:46 pm EDT
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I purchased a bridesmaid dress in January and since then became pregnant. I called into sears to ask if I could return it for a bigger size or get my money back. I wasa told they could not help me.
I asked to speak with a supervisor and after being on hold for 10 mins, the rep came back and told me her supervisor was busy. I asked if there was only one supervisor for the entire sears company and she told me yes. After 5 mins, I caught in a lie and and 20 secs later, a "floor supervisor" picked up the phone.
They then transfered me to the national customer service line whice is a joke. The lady I spoke to there had the nerve to tell me all the bridesmaids she knows don't get pregnant and they could not help me.
I have never had such a rude, ignorant comment made to me.
I requested to speak with her manager and she had the nerve to give me the runaround and tell me no. After another 15 mins on mute, another floor supervisor picked up. She told me again they could not help me. I told her any company that does not take a comment like that serious, should be ashamed.
She had no sympathy for me being upset or my issue or the useless customer service they have there.
Way to go Sears, I lost all respect for your company and you lost another customer. Hope you're proud!

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Mom4rmArkansas
rogers, US
Apr 23, 2010 2:17 am EDT

Maybe they did not know their job or maybe you did not explain to them what your problem was clearly enough or what you needed.

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10:56 am EDT
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Sears unsatisfactory service or lack of service

I took my car in to have tires rotated and balanced and for a brake inspection. I heard a noise and wanted the car to be checked over and while I was there get my tires rotated and balanced since I purchased the tires through Sears. Long story short. Tires were never rotated and balanced although they offer free rotation and balance when tires are purchased there. They claimed they didn't need to be...isn't that the point to keep them from "needing to be". Secondly, they claimed the struts were the cause of the noise and that the brakes were fine. I believed them and left. A month passed and I had the car checked over again. It was my brakes pads. They were bad and causing the noise by stripping my rotor. I found out how to tell by looking at the brakes with a flashlight while the car was sitting in my driveway. It's not hard to tell and the so called "brake guy" that said my brakes were fine obviously is just plain LAZY! Thanks for the lack of safety Sears provided me and my family!

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Marlon
, US
May 24, 2010 12:24 pm EDT

Took my car to Sears with a nail in my tire since I was already going there to buy a refrigerator. Before they accepted the job I told them that the car had a new set of wheels on it and asked them if they could do the repair without scratching them. After they finished, I drove my car out of the shop and pulled over to inspect the wheel and found they had scratched it in two places. I immediately went back to the service desk and told the manager they had scratched my wheels. The manager on duty took a quick look and told me there was nothing they could do and a manager would call me on Monday morning. I called twice Monday morning and received no response so I decided to drive down there. The manager came out and seemed pretty angry about the whole thing. Funny, I thought I was supposed to be the angry one here. She barely said anything and had the assistant manager do most of the talking. Upon looking at the wheels and waiting for the manager to smoke a cigarette behind the shop, they took pictures of the wheel, had me give a written statement and told me the insurance claims person would contact me.

The insurance claims person from who knows where called the other day investigating the incident. It felt more like an interrogation. It was pretty obvious who he was working for and who's side he was on. It seemed like he was going on information given from employees who weren't even working that evening. I was told they denied any wrongdoing and found dirt covering the scratches. I'm sure they did, it had been almost two days since the incident and it was raining the day they finally took a look at the damage. I was told to get two estimates and fax them to this guy, which I did the next day.

After buying a $1500 refrigerator, this is how I am rewarded? So much for the "Satisfaction Guaranteed" banner above the service desk. So, after one week, there has been no resolution. Consider this a warning. If you like your car, do yourself a favor and take it to an honest shop with skilled mechanics and not Sears Auto Center.

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Brittany Spellman
Metairie, US
Aug 04, 2010 3:52 pm EDT
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This was the second and final time this will ever happen again. Besides waiting around with my small child for about 20min, before anyone acknoleged me and saw what I needed, I waited 2 hours for my tire to be changed which was fine. *But it was completed and nobody came and told me or gave me my keys which infuriated me because it was 25-30min earlier. That happened to me once before and still their was nobody taking responsibility. I asked for the manager and they told me he was busy, well so was I. My little girl was covered in sweat. I'm so angry that nothing or nobody gave a damn. Their was nobody in charge apparently, and I will make sure everybody knows what has happened for the second time. Nobody wants to be there longer than they need to, especially due to the fault of lazy employees.
If I dont hear back from anyone soon, I will proceed with my complaint higher up the chain.

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Wolfe_121
, US
Oct 02, 2010 9:34 pm EDT

Regardless of who the owner of the car is when you're getting work done, ALWAYS read EVERYTHING they are asking anyone to sign. Even if you have to take 15 minutes to read through a lengthy contract and make people wait behind you.

My mistake was not reading the authorization for work that was given to my father to sign to make sure that the price I was quoted for the purchase of two wheels and alignment, $340, was the same price listed on the work authorization, $430. Further aggravated by his verbal claim that the authorization was only an authorization for the work to commence.

Sadly, I fully realize that the fault lay with me, as I did not insist to read myself the full breadth of the document my father was being asked to sign.

I highly suggest you all do the same - read all of everything you're asked to sign - whenever you deal with this company. Or for that matter, ANY company.

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gipearson
Chandler, US
Jun 18, 2011 9:57 pm EDT

Was about to be ripped off! Because I am a woman?

Air conditioner fan on my Nissan Maxima '95 is acting bizarre: it works for an hour or so, then stops and would not run, then starts again. I asked my neighbor, who is an auto mechanic to check it out. He took the whole system apart, checked the motor on the fan, which was working, and diagnosed that it might be a relay on air conditioner fan, but he did not have it in stock, so he could not replace it for me.

Since I was leaving town on next day, I decided to go to Sears Automotive in Chandler, Arizona. I explained the situation to the front clerk, and was told to wait for diagnoces from the mechanic, which would take about an hour. An hour passed, but my car was still sitting in their garage with the hood up (I was watching it from the window in a waiting room), but nobody would attend it despite the fact that new coming cars were in and out of their garage. I asked the front clerk what is going on, he answered that someone will take care of soon. Forty (40) minutes later still nobody came to look at my car. Naturally, I got upset and asked the front clerk to have it checked right away. In a minute or so later, the manager (Juan Martinez) came out and started to type an estimate for me. He said that the motor on the air conditioner fan is dead and has to be changed, which estimated about $350.00, plus charging the Freon and changing the belt, would cost me another $100.00. I asked him, if he was sure the problem lay in the fan motor, because it was on and off. His response was that my car was checked by Sears Automotive mechanic, and that is what it is, and told me to wait for my car up front. When my car was pulled up front, the guy, who delivered it, came out of the car and said: You are lucky, I inadvertently fixed your air conditioner by just by closing the hood. (!?) Spending close to two hours waiting for my estimate and then for a mechanic telling me that, I was just fumed up and did not think to confront the manager at that moment. But coming home, I called him and asked why I was just about to be ripped off for $450.00. He did not know what to say besides telling me that that was what mechanic told him.

First, I wonder if that mechanic should be working there. And second, did they decide to rip me off because I was woman and know nothing about cars? Hmmm...

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pobarjenkins
Minneapolis, US
Oct 02, 2010 10:32 pm EDT
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Your last line is true. You should always read everything you sign. No matter who or what or when. Be thorough.

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10:32 am EDT
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Sears service calls

Hello my name is Genoris Johnson, I am a customer of Sears in Inland Mall San Bernardino California. My contact number is [protected]. I have a warrenty on my washer until 2/2010. I have made several appointment for service for my washer. the first one was 04/02/2010 at 1-5Pm no one showed up. I am disable and I had to rearrrange my appointment for this appointment. Then on 04/08/2010 I spoke to a Jake at [protected] were I was transferred to the Service Dept, he schedule me for an appointment on 04/08/2010 between 8-12AM no one showed up. This was very inconvenience to me and my in home care provider. Then on 04/08/2008 I spoke to a Super a name Betty at [protected] and she has schedule me an appointment on 04/14/2010 she also gave me an confirmation number [protected]-7108 I truly hope that Sears will uphold their side of the responsibility and come out and service for this overdue service appointment. I would like to Thank You for looking into this matter. I can be reached at the number listed above.

Thanks Again, Genoris Johnson

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4:20 pm EDT
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Sears trying to purchase garden tiller

Dear Sears,
I'm sorry but your in trouble. Customer service has completely escaped you and now as a result I fear your business is on it's death bed. Last week I drove to Humble, Texas Sears at Deerbrook Mall and bought a Dado Blade for my 10" Craftsman Table Saw. When I got it home and started to install it I found the blade with a 5/8" arbor did not fit my saw with a 5/8" shaft. The hole in the Dado blade was smaller than 5/8". I then drove back to the Sears store and returned it, but first asking the sales person to check it.

Sadly they weren't interested and expressed a who cares attitude. Yesterday I called several Sears stores to locate and purchase a small electric garden tiller. The San Jacinto Mall in Baytown, Lawn and Garden Department said they had one in stock. I told the lady I'd be right there to buy it.

When I got to the store, I was told they were holding it for another customer. They had another on the floor and I said that's OK, I'll purchase the one on the floor. The sales lady told me they couldn't sell me that one and that if I wanted one I'd have to order it.

I was very disappointed and told her it was a 40 mile trip to get to the store and asked for the manager. She took me over to a nearby counter where a Gentleman by the name of Clinton said he was the Department Manager. I told Mr. Clinton I wanted to purchase the small electric tiller and he said it was policy not to sell floor samples.

I was very disappointed at their lack of customer service but even more so for when I was walking away, a lady who was standing nearby that heard the conversation, said as I walked by her; "If you were black, they would have sold it to you!" Both the sales lady and the manager were black and needless to say I was white.

Now, I not only feel I was the victim of poor customer service but also a victim of racism.

After leaving the Sears store, I drove down the street and stopped at a Lowes. They had a tiller on display that looked almost identical to the Craftsman model, only it was a Troy-Bilt Model TB154. It was their display model, but they gladly sold it to me, and because it didn't have a box, they knocked off 10%. That made the Troy-Bilt $20 less than the Sears model.

Everything came out OK. I got my small garden tilled, saved money and learned there are other places with better customer service and better prices. My wood shop is filled with about every Craftsman power tool you sell. But now those Craftsman power and hand tools will be slowly phased out in favor of other brands as they wear out. I'm sad about this as I was always proud of my Craftsman tools.

If the service experience at my last two recent visits are typical, YOU are in trouble and will soon be out of business.

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Sears repair appointment

I purchased a Jenn-Air downdraft range 2 years ago from Sears--Recently the touchpad went out and I called to schedule a repair appointment. I was also talked in to purchasing a year service warranty, because I was told they were having alot of issues with this particular range. I was scheduled for an appointmnet on April 6th between 8-5. At 4:50 I called to see where my techician was due to the fact it was so close to five. I was told he was running behind--but he had not called to let me know. At 7:15 he called and I asked why he hadn't called, he replied, "This is your call" He came in and immediately knew what the problem was because I had sent them the serial number model number and the problem--He of course did not have the part to fix it--I took a day off of work and accomplished nothing--They want to reschedule for another day for me to sit around from 8-5--which I can not--I have asked to speak with management--apparently, there is none--I have spoken with several Case Managers--they have no boss?
The customer service department has been subpar at best-I have asked to schedule an appointment for after 3 due to my work schedule==This is not their policy--so I continue to be without an oven due to the faulty touch pad--I purchased all of my kitchen appliances from Sears, including washer and dryer--They will never receive one more dime of my hard earned money--The CEO of Sears should be appalled at the lack of customer care his work force offers--I feel comfortable with this comment due to the numerous employees I have spoken with--not one employee was able to offer any help, suggestions etc. Only an apology and the comment I understand this is frustrating--Okay you know it is frustrating so make it right--I was also offered a 50 gift card for Seats--which I refused--I only want my touchpad replaced, without me having to take another day off sitting around from 8-5, not hearing from a tech until 7:15--
Denise M. Skallet
1184 Longpoint Road
Cross, SC 29436

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Sears one very, very, very, unsatisfied customer

My washer which is under Sears extended warranty has been bad for 7 weeks now. Sears repair sent a technician who supposedly fixed it. The washer stopped working again 1 week later. I scheduled another repair service and the technician who came out ordered parts but also told me this was a 2-man job. I scheduled another service for a Saturday and someone called from Sears on that day to let me know Sears does not do a 2-man job on Saturdays. No one told me this when they scheduled me for a Saturday. Now I'm sitting here 3 weeks later waiting for a technician on a Thursday (after taking off time from work just for this), only to be told by the Technician that my morning service afternoon has turned to an afternoon service appointment... and not to mention the technician's very bad and sarcastic attitude. Is Sears Repair Center and their technicians horrible or what? Remind me never to get an extended warranty for any appliance I buy from Sears ever again!. I'll rather buy a home warranty from another company or use an outside company's technician. I'll be sure to pass this on to all my friends as well. This is one very, very, very, unsatisfied customer!

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Sears denial of extension of home improvement credit line

I along with a Sears Sales Representative contacted the Home Improvment Credit Card Group to extend my line of credit to allow for the purchase of a Sears aircondition to obtain the 12 months at no interest option. I was denied credit extension and provided no reason. My credit history is impeccable. I am a retired person whose gross income has greatly been reduced, but I have a 401K supplement to my income, and a cushioned bank account for unexpected expenses. I was outraged at Sears denial to extend my credit limit to qualify for the 12 month no interest option. I advised the sales representative to voice my formal complaint through his channels. While I was applying for the credit extention on the sales representative's phone, I was placed on hold twice. I was having problems understanding the credit rep and asked if she could call my home number so I could better hear her and she advised she could not make outgoing calls? After the sales rep left, I called the Sears Scheduling contact number, reached the Credit Department, voiced my complaint, and asked for the address to forward my complaint. That representative questioned had I been provided a reason why I was declined the extnetion and he agreed to obtain the reason and provide it to me. He placed me on hold and never returned. I hung up because I wasn't going to remain on hold forever. I contacted another company who had provided me with a $2, 000.00 lower bid/estimate for the replacement of my air conditioning system and they provided me with a 12 month no interest option with no problem. After being a home owner for 32 years and using Sears for most all household purchases, I'll never us Sears again. You've lost a lifetime customer who will do my best to advise anyone I know to never shop or do business with Sears. In spite of my being upset with Sears, I guess you truly did me a favor by not extending my credit limit because I saved $2, 000.00 with a competitor and recieved much better service and customer respect.

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Sears refusal to exchange defective merchandise

I received a Kushies crib sheet as a baby shower gift that had the Sears price tag still attached to the back. When I opened the package, the crib sheet had a rip in the seam, so I took it back to Sears to exchange it.

The woman told me she would not do a straight exchange without the receipt even though the Sears price tag was still attached. I explained I did not have the receipt because it was a gift, but that all I wanted was a straight exchange for the exact same Kushies crib sheet because the product was defective. She told me I would have to "return" the item and get a refund for the lowest sale price (30% less than what was paid for it) and then buy a new one at full price. She said that was their "return" policy.

I tried explaining again and again that I was not "returning", but rather I was "exchanging" defective merchandise. I talked to the manager, but she just reiterated what the first woman had told me - that was their "return" policy, despite my insistance that this was an EXCHANGE.

I live in the country about half an hour away from the nearest Sears, and I had dragged my newborn out in the winter to deal with this. So I didn't want to go home and have to come back to deal with this... waste of gas and time. It just so happened that day the Kushies crib sheets were on sale for 25% off, so I "returned" the defective crib sheet for the lowest sale price (30% off retail), then bought another exact same crib sheet paying 25% off retail. It ended up costing me a couple of dollars to get a new crib sheet, but in hind sight I should have just sewn it up myself. I just felt like I deserved a new one and Sears was going to be the one to give it to me, I guess...

I filed a complaint with the BBB, but they closed the file saying that was Sears' policy - end of story.

So, I contacted Kushies to let them know how Sears was handling their products. They were DISGUSTED with how Sears had treated me and told me that Sears gets reimbursed for defective merchandise returned to them.
Basically Sears is running a giant money-grubbing scam collecting money for exchanged defective merchandise, then getting fully refunded from the supplier as well.

Kushies was FANTASTIC! They told me they were going to file their own complaint with Sears about refusing to exchange their product, they apologized profusely for their defective merchandise, and sent my daughter a really nice Kushies toy to help make up for it.

I do not shop at Sears anymore and never will. I only shop at places I feel comfortable knowing that in the unlikely event that I am not satisfied, I have to be certain that company will make it right. Places like Costco accept all returns, refunds, whatever, with or without the receipt - I never hesitate to buy from them.

But never, ever will I set foot in Sears again. They're your best friend until they get your money... just like every other scam artist out there.

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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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