Sears
reviews and complaints

We have been a Sears customer for over 30 years and have purchased many thousands of dollars worth of merchandise for our various homes in IL, GA, FL, MD and VA. When we were preparing our home in VA for sale this spring we ordered over $3500 worth of new kitchen equipment in addition to recent purchases of a washer, dryer and mattress. We just moved to PA and when shopping at the local Sears in Hanover at the end of the sales transaction (where we spent nearly another $1000) I received a mail-in rebate form which triggered the memory that I never received the delivery rebate for our kitchen appliance purchase in VA. When I got home that day I checked the rebate status online and there was no record of my rebate request which I had submitted by mail. I contacted the rebate center by phone (after discovering the number published on the Sears rebate center was no longer in service and having located another number on my Hanover receipt) which confirmed they had no record of my request, but finally agreed to try to trace it and asked that I call back in a week. Since the rebate center seemed very lax in their response, I attempted to complete the rebate request online and got the automated message that the deadline had expired. When I called the rebate center back at the end of the specified week, they responded that I had submitted the rebate request too late, ignoring that I had called them BEFORE I tried to request it online. I was told they could not be responsible for lost submissions and I had no recourse. I was able to ask for the manager and was told the same thing - once the deadline expired they could do nothing - even though they lost my mailed request. I tried calling the national retail customer service number and was told the same thing - after the deadline they could nothing. I asked if there was anyone else I could make an appeal to and was given an email address ([protected]@customerservice.searshc.com) which is not valid. Since the rebate request was never returned to us by the post office, it certainly was delivered to their redemption center and lost at their end. I can't believe Sears would risk losing a loyal customer over the mishandling of a $75 rebate, but the lack of consideration and service has pushed this consumer to go to Home Depot and Lowes!

On Monday, May 31, 2010 my 72 year old insulin regulated diabetic grandmother called to schedule a service appointment to have someone come out to her house to fix her GE refrigerator that she purchased from Sears a few years ago. The attendants who answered the phone made and appointment for the coming Thursday, June 3, 2010 between 1pm and 5pm. That appointment resulted in a no call no show. The next day a Sears representative called to inform my elderly grandmother that someone would be there the following Tuesday, June 8, 2010 after not having service in her refrigerator for the past several days and gave no explanation as to why the service representative never called or showed at the originally scheduled appointment. The next call received was the morning of Monday, June 7, 2010 when another service associate called to inform her that her Tuesday appointment has been cancelled and the service department is all booked up and they could not provide a time or date for another appointment time. My grandmother calls me very upset worried about where to store the food she has left that has not spoiled and her insulin until I am able to call to schedule another appointment. Today at about 1pm I call Sears to find out what the problem is and to make sure my grandmother was not misinformed with the information she gave me and two associates the first named Evelyn and the second named Hannah informed me that the service department was all booked up and no one will be available to help my grandmother with her problem. They also informed me that one of their dishonest associates tried to cover their tracks for the no call no show by putting a note in the system saying that someone came out to service the refrigerator and informed my grandmother that new parts had to be made and that she voluntarily told them that she would install them herself. I am beyond appalled, I have never heard of any company treating their customers with such disregard. My 72-year-old grandmother has always sworn by and made all her family shop and Sears because of the great customer service, warranties and products. After this experience my entire family will never purchase anything from Sears again. If Sears does not try rectify this situation immediately by (a) sending a service representative to my grandmothers home to repair her refrigerator, (b) replace or reimburse her for her insulin medication and the spoiled food, we not only will we go to the media and let the world know how they treat their elderly customers, but we will never shop there again and will be replacing all Sears appliances with ones from Lowes.

I called Sears Repair before 8 A.M. on Monday, 5/31/21010, when I discovered that my washing machine, under an extended warranty, good until 2011, did not spin dry my clothes. I was told that the technician would be out between 1 P.M. and 5 P.M. Saturday, 6/5/2010. On Saturday, 6/5/2010, I received a phone call from a Sears Service Representative advising me that the technician would be out at 5 P.M. About 45 minutes later, I received a phone call from a woman named Brenda, calling from Ft. Worth. She advised me that the technician was over booked and that it would be next week before the technician came out to repair my washing machine. I called Sear's Service Management Team at [protected], [protected] and [protected] and never got an answer. When I called 1-(800) 4- MY HOME or [protected] on Sunday, 6/6/2010, I got a recording stating that my next service appointment is scheduled for Saturday, 6/12/2010 between 1 P.M. and 5 P.M.

I am totally and permanently disabled. My wife has had two back surgeries and is totally disabled. We cannot be lifting heavy baskets of clothes to go to the laundrymat. This is the very reason that we bought a Sears Kenmore washer and dryer to be installed in our garage. I wash clothes every other day, and I have not been able to wash clothes since last Monday, 5/31/2010. And now I am supposed to wait until Saturday, 6/12/2010?

In the past, I have been scheduled for a repair technician to come out between 1P.M. and 5 P.M. My wife and I sacrificed our entire afternoon. When we approached the alloted time, no one called or came out, and I called Sears to inquire, I was told that the technician had gone home for the day and that I would have to reschedule!

I have read many, if not most of the complaints registered on this web site, and I have to agree that "Sears Service SUCKS!" Now what is Sears going to do about this? I do NOT and will NOT wait unitl Saturday, 6/12/2010 to have my washing machine fixed!

I am extremely disappointed by the lack of quality products produced and sold by Sears . My family and I have been strong supporters of Sears for many years (I have purchased a washing machine, dish washer and fridge in the last 2.5 years alone) but that has all changed forever!

We purchased the Kenmore Elite Oasis HE Model 110.[protected] on 7/15/07 for $1, 066.19. The installation was not without problems, but fortunately they did get resolved. While we really enjoyed the reduction in water usage we noted from the very beginning that the washing machine was very loud -- which we assumed was the result of not having an agitator. About a year after we had the machine, we started getting the dreaded F1 code, plus it would turn on by itself and try to spin (sometimes at 3 a.m.). If it were not for the fact that I did an internet search on the F1 code, I would never have known there was a recall on the circuit board for our machine. I called Sears and they determined we were 'eligible' to receive the board (gee, how thoughtful) and then told us it would be about three weeks for the part and once we had it THEN we could schedule a technician to come out and install. What I did not learn at that time was that the 'warranty' on the replacement board was only for three months from the date of installation.

Initially the F1 code problem was fixed, but we eventually started to get it again (although much less frequently) but the machine continued to try to turn itself on to spin at least once a week. I have since learned that problem is directly connected to a second circuit board which is NOT part of any recall. I also learned that we are no longer eligible to receive help with our F1 code; because that board was only under warrantee for 90 days. Unfortunately, that is not even the worst of it.

We discovered a leak from the bottom of our machine a few weeks ago, which spilled over the tray and into our ceiling below resulting in drywall damage & water damage to our wood floors. The technician who came out yesterday informed me that the leak is a result of the bearings being bad; and that the loud spinning cycle was an indication. I explained to him that the machine has sounded that way since it was delivered and he did not comment. The problem with the machine trying to turn on is because the second circuit board is bad and that for approximately $732.00 they could fix all these problems. Keep in mind it is not three years old yet and we paid $1, 066.19 for it. If we were foolish enough to fix it, the parts or labor would NOT be under warrantee so we could potentially run into the same problem again. Oh, and by the way, the visit from the tech (which we had to wait 10 days for) cost us $129.00 -- meanwhile my washing machine is still broken. Now, I have to buy a whole new machine (somewhere else of course) because Sears' position is that it is out of warranty.

It is safe to say that I will never buy a single product from Sears again and I will make sure everyone that I come into contact with knows about our experience with them. I read where people say they have had their machine machines for 20-30 years and all I can say is "they don't make 'em like they used to!" It is all mass production, junk parts that interchange from one machine into another with too much circuitry in close contact with water & heat to be dependable.

4 years ago we purchased an oven from Sears which carried a warranty for 4 years. We got our final on our home 2 years ago at which time the Kenmore oven was installed. The oven quit working Feb. 29th with an error code on the oven door. I called Sears and asked for a technican but they would not connect me to one since my warranty had run out. I told them I only wanted to know what this code meant since it was not listed in the manual that came with the oven. I called again the next day and asked again to speak to a repairman and they refused to let me talk to anyone unless I made a service call appointment. They told me to log onto their sight and download a manual and that should answer my question. I did so, and got the same manual that I had in my hands. I called again on the 3rd day and had to make a service call appointment in order to get any help. When I talked to the lady she still would not let me talk to anyone about my problem. She immediately told me that there would be a fee. $65.00 plus labor and parts or pay $129.00 plus parts, or extend my warranty. If I knew what this error code meant, I would be able to know what I could afford. Would it entail parts? Was it just a simple adjustment over the phone? Did I have to replace the oven? They didn't want me to know what I was going to face. I was so upset I just chose to pay the $129.00 and hoped for the best. The repairman showed up the next day, (not even at the scheduled time) and worked on my oven. He pressed 2 buttons and the oven was working. He was there about 15 minutes. This could have been taken care of over the phone. But because I had no more warranty, I was not considered a customer of Sears anymore. I don't mind paying for service if needed, but I should have only been charged the $65.00 since no parts or substantial labor was done. He insisted on collecting the whole $129.00. I was overcharged $64.00. If they believed in good customer service, this could have been handled over the phone in a matter of seconds. We will never buy another product from Sears again.

I am very disappointed in Sears. I was told when I was called that my service call would be $75.00 plus parts if they had to replace anything. The labor charge was $185.00 and $167.25 for the parts. I do not understand this, since they said the service call would be $75.00 Also, when I left my card with my mother to put it on my Sears account, they would not accept it and rejected my card. I advised the customer service department that I would not be using Sears anymore since they did this to my account.

I went on Sears.com to look at kitchen ranges. I saw one that I liked and was going to purchase it, but I needed to get some clarification that it was a convection oven, and not a standard one. The wording in the add said the over had a a Precision Cooking System with PreciseBake that includes multidirectional airflow, which circulates preheated air for faster more even cooking results. So I called the 800 number. The agent at the call center said he couldn't answer the question and transfered me to the Silverdale Store. When I was connected to appliances the woman I spoke to said the oven I was looking at was a convection oven and she convinced me to come into the Sears store to purchase it instead of doing it online. So the following day which was May 25th I looked at the add on Sears.com to print the details and I saw that the price was lowered to $985.99 so I printed the add and drove to the Sears store in Sliverdale. When I arrived in appliances I asked a sales person to show me where the range was. I looked into the lower oven and saw no fan for convection. I told the woman that the range was supposed to be convection. She said She couldn't help me and said she would get a manager to help me. I met a manager by the name Shem who took the add from me and looked it over. He said that I was right the range was described as having a convection oven, but the actual oven did not. So Shem tried to work with me to find a way to get me an oven with convection around the same price. While I was working with Shem another manager by the name Steve was brought in to help. So Steve did some research and couldn't explain why the ad said Precision Cooking System, but that the range I wanted did not have convection and there was nothing he was going to do to help me. So it was just my tough luck! So I told Steve I would leave and take my business back to Lowe's and I walked away. While your manager Steve was fine with me leaving and not spending my money in Sears, Shem did not agree and asked me to give him a chance to call Maytag and find out if they could offer an explaination and pay for the difference in price. Maytag said that it was a mistake on their end with the description of the range but they would not do anything for me either. So Shem then offered me a price of $1, 285 on the maytag range with the convection oven. After thinking about it, and only because Shem was nice and tried to work with me, I bought the range for $1285. Your manager Steve needs some retraining on customer service! I plan to do more home improvements but I am hesitant to return to Sears after this experience. It is now May 30th and your online add for the same Maytag range with the same description is there and the price is $985 so nothing was done to correct the mistake even after I reported it on May 25.

May 28, 2010

Mr. Bruce Johnson
President & CEO
Sears Corporate Office
3333 Beverly Road
Hoffman Estates, IL 60179

Dear Mr. Johnson:

Friday, May 28, 2010, I went to your Chicago 79th Street Sears store. I took more than an hour selecting what I thought were great bargains. When I went to the cashier, I asked the young girl how much did the air deodorant (that was in a bottle with a stick inside) cost. She quipped: "There's a machine over there." I asked her how to get the reading, and she said just put it under the opening. Reluctantly, I did. This young lady's attitude was the worse I've ever seen in a business setting.

When I asked her another question, she said to me: "What did you say" in a very nasty manner. With my debit card, I paid $377.77 cents, but when I asked her to double my bag because it had already torn, she got another bad attitude and told me those bags are for big items. I asked for the manager.

She insulted me, and I told her to just give me a refund. She allegedly called the manager, but it took the manger nearly 30-minutes to come and when she came it was to answer a call of the sales girl behind her. When I asked the manager to help me get my refund, the manager (a woman) said: "Didn't she give you your money? I gave it to her.

Only then did this child sales girl give me my refund. I have been bragging on your 79th Street store because of the bargains and trying to promote neighborhood businesses, but I will NOT go back to your 79th Street store or any of your stores. This incident ruined my day. That sales girl (register 519 ASSOC # 2329 SALES CHECK # [protected]) needs training. Even the sales girls gave me looks of "I'm sorry" for her behavior.

But, the manager NEVER asked ME what was wrong. She spoke to the cashier in another area (away from the counter where I was waiting). She too needs managerial training. No, I am through with Sears, and I hate that because I have a 3--year-old baby girl who loves that store.

We'll just have to drive to Ford City and go to JC Penny where customers get good service. I come from a family of businessmen and one thing they thought us is the importance of the return customer. I will NOT be returning to your stores.

Chinta Strausberg
[protected]

Well Sears thanks for screwing me over! I order a rain barrel online and I have yet to receive it it has been about a month. I called customer service twice and they told me that it was in processing. I now realized I cannot get a refund unless I refuse the order or take it back to the store. Well isn't that nice I get what I ordered then I want to take it back. Maybe I will get myrain barrel in December when I could take advantage of using it. I will never order from you online again. Your customer service is poor. I am glad I threw away $150 because who knows when my orde will show up. Please be careful ordering from Sears online because once the order is place your screwed and have no recourse because it is stuck in processing and could be forever. Thanks Sears, you lost a customer today!

I brought a pair of glasses for my kid, used for 3 weeks, within 3 weeks the glass got so many scratches my kid could not use it again, since i went to complaint about this sears Burlington mall said they wont replace even though if you would have purchased 30 days before because of scratches. i feel like they use very cheap glasses, though i had brought Rayban brand the glasses used with frame is very cheap, also they charged for coating 40 dollars extra. Initially while buying glasses they said it will protect from scratches, but when went i went back again to complain about the glasses he says he never said this to me.

I have a 27" 8.5 hp auger type snowblower that I bought about 3 years ago and barely been used because of lack of snowfall here in Pa. The recent series of storms has required me to actually use this machine. The machine was NOT used roughly or abused, but nevertheless fell apart. The auger axel is mounted on a cup that is attached to the housing. This cup supports the shaft while it spins. The metal of the houseing is SO thin and unreliable that it simply bends out and the shaft slips out of the cup. Banging it back into position is a temporary fix until the next time. What a piece of crap. Over $700 to boot.

I bought my daughter a Christmas dress at sears .com on Novemeber 20, 2009. I recieved an order confirmation soon after, but never a shipping notice. 2 weeks later, I called sears.com and was told the item was DISCONTINUED! This was the 1st notice I had ever heard of the item being out of stock. I immediately asked for a refund and was told it would take 30DAYS! It is now FEBRUARY 9, 2010 and guess what...NO REFUND STILL! Everytime I contact sears, I get the run around from one of their little puppet customer service reps. NO ONE KNOWS WHAT THEY ARE DOING AT SEARS! DONT SHOP THERE! I mean, it's a 20 buck refund... give it to me already!

I have a Kenmore Elite Bottom Freezer Refrigerator (Model 795.7835#. It was purchased at the Sears in Eden Prairie, MN in April of 2009. Less than 1 year later, it could no longer keep the contents cold. (Our ice cream was soup.) We called Sears Home Repair, & since it was under warranty, they said they'd fix it, but here's what happened:The 1st guy came to fix it. He was a nice guy, but he said the compressor was broken so he ordered a new one. The new one came, but after the 2nd guy spent hours putting it in, it turned-out it was also broken. Now we have no cooling at all, & all our food is outside on the deck. The 2nd guy ordered another new compressor. When it arrived I was supposed to call to schedule an appt. They said someone would come the next morn. (today). He isn't here yet, so I called 1-800-4MYHOME begin_of_the_skype_highlighting 1-800-4MYHOME end_of_the_skype_highlighting again to see when he'd be there. 1st the woman said she couldn't find our record. Then when I said how frustrating it was, SHE HUNG-UP ON ME. All our food has been outside for 2 weeks to keep it cool, but the meat is rotten because it hasn't been cold enough. My husband's work colleagues are coming over for dinner tonight. I don't know who to call, because I looked all over Sears website for "Complaints, " but you can only complain about the web site itself.

I was shopping at sears on tuesday may 25th 2010. I talked with two sales associates about a craftsman pressure washer. I told the worker I wanted to see if the washer could fit into my car. He walked over by the exit and gave me a buggy to put pressure washer into. I took this item out to my vehicle and got washer into car. I sat in car waiting on my driver to return so I could go back inside store to purchase this item. As I waited sears secuirty men approached me and accused me of stealing this pressure washer. I told this gentleman I was seeing if it could fit into my car. And they made me come inside. After questioning me and calling me a liar for 30 minutes I was told if I just told them I was taking this item and not paying then I would be free to go since I was still on sears property and that I would just be tresspassed. This was I lie! They are trying to proscecute me for theft now! I was harrassed and threatened. This security man told me to just say I messed up and sears would not prosecute me so I took his advice, he told me this 5 or 6 times. As well as the other security man. I told them 3 times I wasnt stealing it. And they said I was lieing. Who do I need to speak with?

Sears' A&E Services sent out a truly incompetent technician to our house THREE times to repair our dishwasher. Each time, he ordered a completely new part and tried to install it. On the third time, he even broke the latch door. (This was a brand new, top of the line stainless steel dishwasher.) The total for parts and service that he internally billed Sears was over $1100 according to the receipts. On the FOURTH time, Sears sent in the REAL repair guy- an ace named Ted (if you are getting service in the Monroe Country, Brown County, Greene County area) and he fixed the problem instantly. Of course, Sears only sent in the terrific guy on the 4th and final attempt- after which they would have given us a new dishwasher. Be sure to ask for EXPEDITED service in between visits or it will be 4 weeks (4 visits, each one week apart). Also if your technician seems like the village idiot, ask them to send out Ted instead!

Secured Texas Appliance Rebate. Purchased refridge from Sears at Broadway Square mall on April 16, 2010. First delivery April 23, damaged product. Sent back. Reschedule new delivery following week. Date arrived, phone call product back ordered 3 weeks. New delivery date May 18th. 2nd fridge arrived door would not shut/seal. returned. New delivery date May 25. Each delivery with note to courtesy call customer 30 minutes prior to arrival so we can be home from work. Received call at 11:51 home phone and 11:52 cell phone they are on their way with 3rd fridge. I arrived at 12:10 and waited. and waited. 1pm i call sears delivery and they said no one was home to receive delivery so they left. They did not give 30 minutes notice as promised or agreed. Was told would have to reschedule. Refused. Called again and was told they contacted delivery warehouse and the delivery people would try to come back. They are supposed to call and let us know as soon as they get the message. Its been 30 minutes and no call back. Called the Sears store. never got to speak to a manager as requested. They apologized and said they had no control over delivery. Frustrating they can't control their own product delivery. This is simply ridiculus. I will never ever buy another product there that requires delivery. I have bought appliances there since 1993, but no longer.

4th treadmill delivered from Sears . First one defective (Nordic Track), 2nd one looked like it had been dropped (still in the box), 3rd one blood on the instruction manual, unsafe assembly, parts put on the treadmill but no screws to hold them together, 4th (Proform) one had to have the parts "jimmied" because the console and arms did not fit. Feedback from the driver said he opened three boxes and found the following, holes not drilled to insert screws, parts missing. Yet, the treadmill was delivered to my home in this "jimmied" condition. Feedback from Sears store and 800 number...do you want another one! 4 Saturdays wasted and potential injury to myself from improper assembly and defective items. Matt, salesman, just called me and wanted to know about my delivery and then hung up on me! Obviously how business is conducted at Sears.