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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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ComplaintsBoard
D
12:55 pm EDT

Sears craftman tool lifetime warranty

I bought a lot of hand tools from Sears based on their lifetime warranty just in case something breaks and needs replacement. Well my Craftman rachet wrench (the one with a round knob used to drive small sockets) broke the other day and I took it to the Eastland Mall in Charlotte to get a replacement. The guys at the return counter said no way since they don't make them anymore. After an escalation to the department manager named Robin Carlton, she would not give me an equivalent wrench which consists of a rachet and an extention - instead offered me a small rachet wrench which does not do me any good without the extention. I refused to buy the extention from Sears and later bought one from Husky tool instead. It's only a few dollars to buy an extension rod but the experience left a sour taste in my mouth. The lengthy wait, the take it or leave it attitude of those Sears employees add to the fact that the Sears Craftman tool lifetime warranty is basically worthless. I was going to contact the Sears Customer Relation dept to complain but after reading the horror stories about them I've decided not to waste my time. Instead I've decided not to ever buy from Sears again.

Dean Tong

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star
,
Sep 22, 2008 4:40 pm EDT

thats not true! my x has found tools on the street, rusty and broken and taken them in ...no hitch! no questions, and as far as getting rebuilt ones, thats bull too...since you go to the shelves and get them yourself! :)

have a nice day

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scooterdod
,
Sep 02, 2008 8:55 am EDT

just to let every one know that you are not getting a brand new tool if it breaks they have some one rebuild them so you are getting a used broken tool.

ComplaintsBoard
J
12:54 pm EDT

Sears horrible company

Sears is a horrible company. I worked there for a year and there is so much drama and unfairness. First they make almost everyone in the store get credit apps and warranties etc. If you don't meet their unrealistic goals of one credit app per hour, you get written up and eventually fired. They also like to fire employees without warning and for tiny little mistakes that most other companies would just talk to their workers about. The Sears I worked at, (#2278) had horrible management as well. Managers took at least 7 breaks a day to smoke or eat or whatever, while the employees often missed lunches etc. and still had to punch out for them. The managers also hire people that they are friends with, and pay them more than other workers even though they have no previous experience or skills. Bottom Line: Don't even bother applying to Sears. They will use you and never appreciate you.

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smiley
, US
Feb 01, 2009 12:16 am EST
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Oh please you can not force credit down peoples throats. credit companys are scared to death right now and dont like people to charge them up because their afraid they wont pay. plus sears makes more money with customers who use check' s bills. people dont want a large credit card bill to have to pay off. Sears should be more concered that people are actually comming into there store and people actually buying stuff than having managers bully around their associates. Sears needs a serious reality check. the managers go beyond what their suposed to as managers. Than when the associates arnt happy they stupiedly ask why arnt you happy at your job. well if they quit being bullys that harass all the time
and get off the associates ### they would be. sears managers know nothing about motivating
people. only trumping up any reason they can to write people up. they need more than a reality check they need psychological help.

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kitt360
,
Aug 22, 2008 8:33 pm EDT

i also written a complaint on this message board and i totally agree with you i worked at store 2980 and my complaint board reads sears sucks

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Meghan
,
Jul 14, 2008 7:30 pm EDT

If you don't meet their unrealistic goals of one credit app per hour, you get written up and eventually fired.

Uhh.. I work at Sears as a cashier and one credit app/hr? Our goal is one a day (and oh well if you don't get it, make it up the next, as long as your APO is 2), so I'm not quite sure what you're talking about. They are not *that* strict- however if you consistently get 0, then I don't blame them for being mad and wanted to fire the employee for being lazy. Generally asking the question to each customer (like we have to, by law), will at least get you 5/month, trust me, I have lazy coworkers and they manage to make goal.

Managers took at least 7 breaks a day to smoke or eat or whatever, while the employees often missed lunches etc. and still had to punch out for them.

Yeah, the managers do take breaks 2309times a day, but I really, really doubt they make you miss lunches and punch out. If so, you need to call the Better Business Bureau and report your store because they changed the punch in/out for lunch from 30 minutes max to AT LEAST 30 minutes, no less.

Am I no way defending the company that I worked for 2 1/2 years, got two raises, left for a yr, and started at a new store and the HR lady has *yet* to even talk to the ASM/Store manger about giving me my old pay (I am making minimum wage right now!) despite advertising everywhere "will pay for experience!' but those are a little extreme... sounds like you're blowing things a bit out of proportion since I've worked at more than one store and its the same goals, same old crap.

ComplaintsBoard
J
6:17 am EST

Sears terrible experience

I'm inspired to write this now as I sit (one year later after project began) waiting for someone to show up and once again replace a piece of my kitchen cabinets. If I were to give every detail of why NO ONE should use Sears Home Improvement, I would be wasting an entire afternoon. However, in a nutshell, the quality of the product (for what they charge) is horrible, they have contracted-out work people who basically could care less about how things should be PROPERLY installed, getting a hold of a so-called "project manager" is nearly impossible and having that "project manager" actually SEE the job being done and rectify the problems that are happening WON'T happen. And, as I mentioned, we are still experiencing pieces of our new cabinets slowly disintegrating (BY NO FAULT OF OURS, JUST POOR QUALITY PRODUCT). I hope that whoever is doing their research on possibly using Sears for a kitchen redo will read this and quickly change their minds. We immediately canceled all credit cards involved with Sears and no longer even step into a Sears retail store due to this nightmare experience.

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me23
, US
Dec 31, 2011 4:39 am EST

The topper for me was a customer another rep and I sold in JAnuary of 2010 - bathroom remodel which was a new line for us. Poor training. Seemed like a good product and told him about everything. Installer TOTALLY did a hack job on the install. I went out and looked at it and shook my head. I was embarrassed. I made no bones about it to the customer, he was right to be pissed off after spending $10k for his new tub system. I took photos and assured him it would be corrected( I truly thought we would do everything to make it right) BOY WAS I WRONG. TO this day ( I FIRED SEARS IN OCTOBER and went elsewhere) it is my understanding it still is not corrected. I have been in construction for over 20 years and the only 'right way' to fix it was to tear it out and put a new one in the right way. That to me was what we were seeling... doing it right the first time, satisfaction guarantee etc. We used that as WHY you should do business with Sears because there are a lot of hacks out there. SEARS is the BIGGEST HACK OF ALL

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me23
, US
Dec 31, 2011 4:34 am EST

PISS POOR COMPANY NO DOUBT. Worked for SHIP (Sears Home Improvement) for about a year and a half. Trained one way (at least the info states all the right things) cust service, quality etc. Yet once you are there you find out the method they have you sell by makes you a liar. I wouldnt lie and lost sales over it, but my concience was more improtant. But the ones I did sell had all the facts And i delivered what I promised and nothing more. liars, thiefs and dont care about anything but their own money. JUST SELL IT was the motto, whether it was right or wrong, whether we could do the job or not, 'we'll figure it out later' was what they would say, but all that did was cause the salesman to lose money when he got his commission hit because you know DAMN WELL SEars wasn;t going to take the hit.

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cabinetman
, US
Aug 17, 2010 11:35 am EDT
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I do work for these [censor]s and i'll agree with you. Yeah you got stuck good as do many people who deal with this company !

Let me guess, the salesperson promised you your dream kitchen which turned out to be a nightmare, right ? The cabinets that sears sells are aristokraft by masterbrand, they are LOW END garbage sold as super premium ! Comebine a crappy cabinet with a idiot installer and the outcome is what appears in your kitchen everytime you go in there.

Complaining to the project manager will do you no good, they screen their calls and will avoid you ! I wish you the best with these lowlifes.

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jeff smythe
Lakeland, US
Jun 14, 2010 12:47 pm EDT
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Subject: Jeffrey Smythe's Defective Cabinets

Name: Jeffrey Paul Smythe

SEARS JOB: 7556128

Address:2954 Country Ridge Lane, Lakeland, FL 33801

Country: United States

Home Phone: [protected]

Email Address: JEFFREYPSMYTHE@GMAIL.COM

COMPLAINT: 10 JUNE 2010

I had the cabinets inspected and was told that the wood was not cured properly, and the previous problems that I had was due to natural finished "cracked" seconds that were putty and painted instead of being discarded by the manufacturer to save money.
My house is a premium built Ernie White that was constructed in 1989 and is structurally stable!
You have a bad product here and I have an increasingly good legal case against Sears!
Jeffrey Smythe
__________________________
Subject: Jeffrey Smythe's Defective Cabinets

Name: Jeffrey Paul Smythe

SEARS JOB: 7556128

Address:2954 Country Ridge Lane, Lakeland, FL 33801

Country: United States

Home Phone: [protected]
Email Address: JEFFREYPSMYTHE@GMAIL.COM

Company Name: Sears Home Improvement

Company Contact: Don Roy & Pat Moyer

Company Address: 1024 Florida Central Parkway, Longwood FL 32750

Country: United States

Company Phone: [protected] or [protected]

PRIOR COMPLAINT:

I contracted for a kitchen remodeling job with Sears Home Improvement, 1024 Florida Central Parkway, Longwood FL 32750 and had cracked and defective cabinets installed. My wife discovered the cracks when she was cleaning them and the putty came out of the cracks of two cabinets. I called and complained to Pat Moyer, the salesman, but an obvious deception has been perpetrated here by concealing defects with putty. I am financing $13, 000, $230 a month payments, and find that defective merchandise was installed! This is Sears - and I feel let down and cheated by this! Sear's contractors are an extension of them. These two cabinets will need to be removed, my microwave reinstalled, and this will require my wife and I to be inconvenienced also. I will email pictures to anyone who is interested!

I just had an inspector tell me that these cabinets are very cheaply built. He told me that the seam, that I had to glue, had no choice but to open because the joint was so loose the - see the joint is in the picture (the last picture).

I was told by Pat Moyer that these would be high quality cabinets! I have three cabinets that suffered catastrophic failure in a little over 180 days!

I am still in shock over this, and have no faith in you people whatsoever at this point. I have sent the pictures to several attorneys, as there is no question at all that I was defrauded by Sears.

I still cannot believe this, and everybody that we tell our story to is grateful for the warning. Lowes is where we should have gone to!
NEW COMPLAINT AS OF 6/10/2010
SEE ATTACHED!
Jeffrey Smythe

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chriscraftyone
, US
Sep 29, 2009 1:03 pm EDT

Wow! I'm my employer isn't alone in her nightmare experience with Sears Home Improvements for a kitchen cabinet remodel project. Almost word for word. Her experience has been terrible, the quality of the cabinets is embarassing and cheap looking. DO NOT USE SEARS FOR YOUR KITCHEN CABINET REMODEL PROJECT!

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7:11 am EDT
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Sears their technicians are not dependable

I bought a sears kenmore front loading washing machine with a 5 year extended warranty. From the beginning, it breaks down every six to eight months. When I call the service to get it repaired, sometimes they come and sometimes they do not. When I call to complain it they don't arrive, they tell me that the technician called the house and there was no answer! I explain that I was home waiting for them and that I need to have my washing machine fixed. They try to get in contact with the supervisor of the techs and put me on hold. Then they come back and apologize and say they could not reach the supervisor, reschedule the appointment. Some of the technicians get upset if you ask them for identification, especially if they are not wearing a sears uniform. They automatically leave if they don't have their ID and you have to reschedule. Meanwhile, your machine is not working and you cannot wash your dirty clothes. Beware of sears extended warranty.

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10:36 am EDT

Sears bad company

Warning! Do not purchase anything from sears! I purchased the kenmore elite stainless steel refrigerator with ice machine in sept. 2006. Within that time the ice machine had to be replaced 6 times. It basically broke every 3 months. There customer service is absolutely horrific. They give you the runaround about everything and their service people are very rude and just try to sell you things. They told me since I had so many problems with this that they were going to replace the whole thing but what I had to do was have one more service call which I did where as the service man told them that it yet again was broken and had to be replaced. Afterwards no one returned my calls as they had promised to do and I was told that their "one source" department no longer supported the sears store that I purchased my fridge from so they were closing the case. What a nightmare. I warn all consumers to avoid sears at all costs. I am also reporting them to the bbb for their terrible business practices. They should not be able to get away with ripping people off like this.

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Rexhw
, US
Oct 11, 2015 11:40 am EDT

I have had the same negative experience with Sears/Kenmore regarding a new microwave/convection oven. Appliance has never worked and I am still waiting for repair or reparation. Item was purchased in March 2015. I moved into my new home in June and made my first request for service on June 25, 2015. It is October and I am still waiting!

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J.Gonzalez
Alb, US
Apr 20, 2013 5:12 pm EDT

We purchased a new Sears Kenmore Elite Refrigerator 795.51373.001 for $1800.00 dollars a year ago thinking it was better to spend a little more and get better quality. Well after only one year it has broken down, it is not cooling at all, our food has gone bad, and when I called Sears they did not care, they sayed it will be 5 days before they come to check it out and I will have to pay 70.00 dollars just for the housecall plus the cost of the repair. It does not matter that the warranty just expired 2 weeks ago. So, I am not going to buy expensive product from Sears, they cost too much for the poor quality you get. Only one year of service, $1800.00 dollars and its already broken down. What a dissapointment.

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VNessa
Horsham, US
Aug 08, 2009 12:22 am EDT

My refrigerator went out last night in the middle of the night and I have service scheduled for Tuesday. I will post again after service to see what the outcome is but I will not stand for Sears giving me the run around. Stay tuned.

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mellaken3
Burnsville, US
Jan 05, 2009 2:35 pm EST

This is a follow-up to the complaint I made on Jan. 3, 2009 regarding the light in my Kenmore refrigerator getting too hot. As of today Sears repair has been to my house and has ordered parts to repair my refrigerator, new light assembly and new circuit board where they say the problem is orginating. The total of the parts and labor is over $600 and we are not being charged for any of it. BUT! I firmly believe had I not done my research on line and got the flash service number and all the other information we would have gotten the run around. When the service tech came in I point blank asked him if he'd seen this before to which he answered "yes" in fact he said he'd done "more than a few repairs in the last year". I already had the flash service number and knew there had been a recall. He got on the phone to his manager and within 10 minutes he had the ok to fix the problem, no charge. I told him that I had no intention of letting Sears/Kenmore off the hook. My husband and I are retired and we have nothing better to do right now than to make Sears corporate lives a nightmare. I told him I was prepared to contact CBS, NBC, ABC, CNN and FOX NEWS as well as newspapers. I told him that I wasn't mad at him and not to take this personally but I was not going to stand for it. So I hope this helps all you others out there still struggling with Sears. I still believe that Sears should step up and do the right thing and I'm still going to do some letter writing and see what if anything I as a consumer can do to get this problem fixed before someone loses their lives and/or their property.

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BARRY STEBBING
,
Nov 06, 2008 6:32 pm EST

HI - This is in reference to the Sears "Kenmore Elite Trio". Ours was purchased in 9/07 . The refirgerator would get warm and
the alarm would go off, the ice maker would not work because the freezer was too warm. The repairmen visited 4 times, 3 of these times they put in a new motherboard, new motor and new
fan. Each time we lost $100's in food that had gone bad and Sears
would not replace. Each time we were told they found the problem and all was well. On 11/05/08 the entire refrigerator stopped working during the night. We have 5 children and no
food. After spending most of the day on the phone with Sears we
were told our warranty had expired and even though we had all
the above problems and claimed our refrigerator was defective, Sears refused to help our family.

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Gari Gill
,
Aug 04, 2008 3:23 pm EDT

My Kenmore Elite bottom freezer refrigerator's light inside the two french doors failed to go out one night and I had all the food on the top shelf go bad. It got so hot it melted the entire casing that the lights were mounted in plus the plastic covering over the lights. Very disappointed in Sears.

ComplaintsBoard
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3:00 pm EDT

Sears heat pump

Complaint activity report case # [protected] bbb of chicago & northern illinois

Consumer info: alber, business info: sears holdings corporation
[protected]

Location involved: (Same as above)

Consumer's original complaint :
I purchased a heat pump plus maintenace agreement from sears and had it installed in my home on may 8. On june 10 I attempted to report a problem with it and get a service call scheduled. Over the past two days I have spoken to a dozen or more people including people at home office who are charged with customer relations. All have been unable to schedule a service call, unable to have someone contact me who could schedule a service call. Some have given me incorrect information, many have been rude.

I would like my money back and my heat pump repaired.

Consumer's desired resolution:
I would like my money back and my heat pump repaired.

Bbb processing

06/12/2008 web bbb complaint received by bbb
06/12/2008 web bbb member or mip complaint validated by bbb operator
06/12/2008 otto email send acknowledgement to consumer
06/12/2008 otto bbb inform mip member of complaint
06/17/2008 web bbb receive business response : 6/17/08. I received the complaint filed by mr. Alber. I have contacted him and left a message on his home #. I also sent him an email to assist in resolving any issues he may be having with the hvac system. If you have any questions please contact me directly at [protected].
Sincerely,
Michele compston
Ship regulatory complaint specialist
06/17/2008 nvv email forward business response to consumer
06/18/2008 web bbb received consumer rebuttal : (The consumer indicated he/she did not accept the response from the business.)
Hi,
I called michelle this morning for the third time. Voice mail again. I also sent her an email.
No responses. She called me once, sent me one email. This is typical of the service and response I have experienced with sears in this matter. My complaint is open and getting worse.
Please escalate this above michelle. I do not believe she has the ability to address my concern.
Thank you
George
Ms compston called and left me a voice mail. I have returned her call twice, leaving voice mails both times. I have not yet spoked with her.
06/18/2008 nvv bbb forward consumer rebuttal to business
06/23/2008 bbb more info received from the consumer : hi correction to my last comment. It was thursday, june 18 that michelle told me she would call me back by the end of the day.
As of 5 35 pm edst, monday june 23 she has not called me back or responded in any other way.
06/23/2008 bbb more info received from the consumer : hi michelle,
On thursday, june 19, you told me you would call me back before the end of the day with an update from your "senior management". I am still waiting for your call.

Best regards,
George

— original message —
From:
To: michelle compston
Cc:
Sent: wednesday, june 18, 2008 11:36:52 am
Subject: re: ship #7905445
Hi,

I have called you twice and left voice messages.

This morning I also got an email from bbb requesting that I close my complaint based on your email. Of course, I rejected that suggestion and in fact the fact that you would think that you could close my complaint just by calling and sending an email has made my dissatisfaction with sears greater.

By the way, do you know the status of my heat pump?

Best regards,
George

— original message —
From: michelle compston
To:
Sent: tuesday, june 17, 2008 2:06:09 pm
Subject: ship #7905445
Mr.

Hello. How are you? My name is michele and I work for sears in the legal department. I am writing to you in response to the complaint you filed with the better business bureau. I would like to help resolve any issues you may be having with the air conditioning system. I can help arrange an appointment for our contractor to come out there, inspect the unit and correct whatever issues there are. My contact information is provided for you below, and I look forward to hearing from you soon.

Sincerely,
Michele compston
Regulatory complaint specialist
(B) [protected]
(F) [protected]
Email: [protected]@searshomepro.com
06/23/2008 bbb more info received from the consumer : today, june 23, at about 5 35 I heard from michelle compston via phone who told me that her senior mgt had decided that my complaint had no merits. She referred me to ms. Rachel cheek at [protected] who is a "legal case mgr" in michelle's words a paralegal. I think it reveals their attitude toward customers that they would escalate me to a lawyer - well not really even a lawyer, but paralegal.

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C. Ray
Sterling, US
Jun 22, 2010 2:10 pm EDT

In September of 2009, I purchased a new gas furnace and heat pump from Sears. It's 9 months later and I am still having problems with my (NEW) $8000 unit. My first issue (besides the lage hole left in the bedroom wall) was only two days after installation, when the AC quit blowing out cold air. Supposedly the tech forgot to tighten up something and the freon gas leaked out. Someone came out and fixed the problem (or so we thought). A few weeks later the thermostat quit working, so it had to be replaced. That Winter [protected]) the heater didn't seem to keep the house warm. The Heat pump ran all winter long (even when temperatures reached 0 degrees outside). I had ice and frost build-up on my (NEW) Heat pump and had to break ice off the unit daily. I was told that nothing was wrong by one person from Sears, while another person from Sears told me that wasn't normal. (Nobody ever came out to fix, or address our concerns that Winter). When warmer weather came around, we turned on our AC, only to find that it didn't blow out any cool air. I called Sears and had someone come out to fix it. The tech told me that the thermostat is not the correct one for our Heat pump, and that the unit is leaking freon. The tech also stated that having the wrong thermostat is the reason the our Heat pump ran all winter long, and that it wasn't wired up corectly and their was no temp sensor outside to tell the Heat pump when to stop running. My winter utility bill was higher that it had ever been (almost $400). Sears is dragging their feet on this issue. I finally told them to refund my money, or replace the unit with a new one. They assured me that there is no damage to the unit even though it ran all Winter long (then proceeded to tell me that it was normal to run at 0 degrees, even with ice build-up on the blades and outside vents). I'm fed up with Sears, their customer service (or lack there of), and their lies! Next move is to contact the local news and then finally an attorney. I will sue for legal fees, too!

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Doc Hardy
Lancaster, US
Jul 02, 2010 11:34 am EDT

I would no longer deal with Sears at this point. I would however contact your Consumer Affairs Dpartment. Here in KY they work for the people and they get right in there with the program. I have used them on a few occasions regarding different matters, such as unkept promises and non-response from businesses. They are great.

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sarah levine simon
poughkeepsi, US
Mar 11, 2009 3:56 pm EDT

I'm going thru the same thing with Michele and Rachel. In fact it's been over two years, a heating system, without warranty, no final inspection ever called by Sears, problems etc. Collection actions by Sears, Citi and
Sears non funded for a chimney lining that never went in. My email is simonstudio@aol.com . Please contact me. My case is being investigate by NY State At. General, finally. I'd like to share experiences re Sears. Sarah

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8:49 am EDT
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Sears they stole my money

In 2004, I purchased a Kenmore top load Washer, Dryer, and 5 year extended warranty from Sears. My washer stopped working in the 4th year that I had it and I called Sears warranty department to have it fixed. To my amazement, they did not have a warranty recorded for my washer. I explained where I purchased it and the location as well as the price - $1, 100 (total cost with 5-year warranty).

On the day that I had purchased my washer, dryer, and 5-year warranty; I also paid for the same style washer, dryer, and 5-year warranty for one of my friends. I asked her to call and see if her warranty was recorded - and hers was recorded and the warranty was to expire on September 2009. I used various phone numbers to see if any of them would pick up the warranty, but to no avail. I am at a lost. I paid for a 5 year warranty on my appliances and Sears never recorded it in their system. In addition to that, they don't even have my dryer listed as being purchased. I even asked if they see the washer and dryer being delivered by them, to my house. Nope, that wasn't in their either. However, they have the model numbers of both the washer and dryer. Obviously, the store associate, took my money for the warranty, but did not record my warranty when I made my purchase.

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6:48 am EDT

Sears bad customer service

Ordered part for Dewalt cordless drill since the web site said it was in stock. Received an email 2 days later that it was back-ordered. Called immediately and canceled the part, customer service rep said it was canceled. Two weeks later, received another email that the part was backordered, called again to cancel and was told that they could not control their supplier and even though it was canceled, it would probably still ship and that I would have to return it (and pay for shipping). I spoke to a supervisor and she promised to cancel the order. Five days later, received another email saying that the part had been shipped.
I would not recommend using Sears Parts Direct for any reason. Their web site in not correct on the parts in stock, they do not have control of their suppliers and they are not honest in their commitments to customers.

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8:40 am EDT

Sears not showing up for appointment again

This was the third repair call for Frigidaire refridgerator. This time, Sears repair didn't even show up. I waited all day, cancelled appointments and they never showed. Lousy customer service. After buying the expensive warrenty, what good is it?
I was scammed and ripped off .

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NoSpam
Pompano Beach, US
Jun 14, 2008 11:40 am EDT

.
Frigidaire by Electroulux sux. The compressor on our 5 mo old Frigidaire failed - ruining the food (same as on our 20 yr old Kenmore/Whirlpool). When GM owned them - they were one of the best.

The repair guy admitted they are now "made in Mexico junk" - thanks President Clinton/Congress (NAFTA - btw - PNTR by President Clinton sent the rest of our jobs to China).

Frigidaire woulden't cover the food loss & Lowes (where we got it) was unsympathetic - saying they wouldn't do anything since it was over 90 days old.

No more Frigidaire/Electrolux anything for us.

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5:00 pm EDT

Sears inproper installation

On Feb. 27, 2008 my wife & I had a new furnace installed in our home. I'm a truck driver & on the road alot. When I got home & saw the furnace, I was quite impressed. But then I noticed where they had broken the wood molding that surrounds the outer edge. When I asked my wife if they said anything about the molding she said no. Needless to say I was upset. I called the Sears department manager & yes I was quite blunt with him. the repairs were made. Now during the furnace installation one of the installers had to go under the house, (we have a mfg. home). At some point during that time the installer indicated to my wife that our AC was low on freon. Since it was still quite cold outside we couldn't test the AC. Now that the warmer weather has set in we decided to call a certified AC company. The technician discovered that the quick disconnect lines and the seal were damaged and that we had no freon in our system at all. To have the system fixed and the AC charged it has cost us $618.00. We've lived in this home for 12 years and have never had a problem. Even last year we ran the AC without incident. Once again I called the Sears Home improvement dept and spoke to the same manager. He indicated to me that since we went to an outside source he wasn't going to do anything about it. I said to him we can do this professionally or we could do this the legal way. He again replied he couldn't do anything or should I say won't do anything. Since when does Sears dictate to customers who they call for other home work? We own this home and who we decide to call for repairs or improvements does not require the approval of Sears Home Improvement Dept managers.
Now I'm concerned how the furnace man released the freon or did he really capture the freon ? If he just released the freon into the air he violated federal law and he endangered my wife and granddaughter.

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Chris Pascale
Mobile, US
Jan 21, 2009 4:22 pm EST

Over the summer we had a door and window installed at a cost of $4, 600. We figured the price was worth the quality and the assuredness that the job would be done right.

When the door and window were installed I was very happy with how much better it was than the old ones, but the first night we had some luck that it rained because the sliding glass door had water pouring out like a waterfall. The installer came back, tried to fill it in with caulk rather than take the door out. At our insistance he took the door out and said the problem was fixed. It rained a week later and the door was fine but the window had a leak. The installer came back and tried to blame it on our siding. More caulk.

I had an independent window and door guy come out and he thought I'd put it in myself and that it was "the worst job" he'd ever seen.

He wrote me a report and the manager tried to send over the same guy. After much debate someone new came out and it turned out that not only was the job done all wrong, but that the door had been manufactured incorrectly. It was upside down, which explained why it was so hard to open, contrary to the installer comments on it just being heavy.

Next time, for $4, 600, I'll get the whole house done by a door and window company with their own people.

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8:31 am EDT
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Sears we'll never use them again

My husband and I had a truly miserable experience with Sears as well. Their prices for our new A/C system were steep compared to Lowe's and Home Depot out here in IL, but the Sears name and replacement plan prompted us to go with them. We were assured that we would be guaranteed 100% satisfaction.

Turns out that the sales rep ordered incorrect components, prompting 4 additional visits from an independent contractor hired by Sears, not Sears personnel themselves. We don't even know if these guys were licensed. Ultimately, we had to repeatedly contact the manager out here, Jay, to finally have a thermostat and its associated charges removed from our bill. Turns out we were being charged almost $500 for this thermostat, but we had no way of knowing since specific item charges and item information were blocked out our paperwork - all we knew was the general *type* of what we were getting. Numerous calls to our "project coordinator" whose job, we were told, was to ensure everything went smoothly, went unanswered.

We recently had a furnace installed with a fantastic service provider who itemized and explained everything, and could provide proof of licensing and background checks of employees.

My husband and I are pretty easy customers to deal with, overall. I will never be as naive and trusting as I was with Sears again, however, and am very thorough and detail-oriented when getting estimates, so I suppose our Sears experience was a good education, pricey "tuition" and all. Sadly, Sears' 20th-century reputation is not relevant to its 21-st century service.

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Joe Bachman
,
Jul 26, 2008 12:43 pm EDT

I am in the market for a new central A/C and heating system. One of the many quotes for a new heat pump came from SearsPro that I scheduled on line. Sears contacted me very promptly and scheduled an appointment. The Sears Employee arrived two hours earlier than scheduled (ok, glad I was home). We walked out into my yard and looked at my old central unit system. He asked me the square footage of my home and what I was interested in. He then began fumbling through hundereds of loose pages of paperwork trying to find a price of a unit for me. After about 10 minutes, he found a unit that was "supposedly" what I needed. He seemed in much of a hurry. He gave me a price, then added installation costs, etc... and asked if I had any questions? I asked a couple of questions about warranty and who were the contractors that would be completing the work.

Then he asked me if I had a sheet of paper. He then scratched out an estimate of a blank sheet of paper of what a new unit will cost me with installation and the whole nine yards. He also did not wear a sears identification card as I was told he would be. Then he told me he was late for a barbacue with his kids and excused himself to leave. He left me his number if I had any further questions.

I felt that this was a very unprofessional meeting. If I'm going to be spending between 5 and 10 thousand dollars with a company, I'd like to feel that I was a little more important than a scratched out extimate on a scrap sheet of paper. I'd also like to think that I wasn't holding him up from something more important.

After reading the negative comments from other Sears customers on this web site, I think I'm going to buy a Trane system.

-Joe Bachman-

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12:14 pm EDT

Sears warranty coverage

Bought a grill from Sears two years ago (model #415.16220. The bottom casting has begun to warp. It is bowing out slightly at the front end of the casting. As a result of the warped bottom casting, the vaporizer tents which diffuses the flames no longer fit on the inside of the grill. The warranty states that the top and bottom castings have a lifetime warranty. After speaking to three customer service reps and getting the runaround, they are not honoring their own warranty. Their solution is to send a tech out at my expense to tell me what I already know and they say then that the part might still not be covered if they find that the grill got too hot. Amazing that they do not even honor their own warranties and just try to find excuses not to honor them.

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joebelas
, US
Jan 09, 2020 3:14 pm EST

Purchased a Sears Kenmore Grill 550 series model 146-[protected] in June 2017.the outside looks new but the total inside is rested, the part that holds the e burners is totally rusted and the burners keep falling off .it attached to the back of the main grill can not be replaced unless you get the whole grill back, , the new grill has a different part that holds the burners .stopped a Sears and clerk could not do anything ..i think i had a 5 year warranty on this grill .serial number [protected] .Joe Belas [protected] or jdb1311@gmail.com PS i purchased all my appliances from Sears when i built my house in 2016

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6:56 am EDT
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Sears bait & switch

Sears Holdings advertised a 1080, 50” Sony TV. I went to the store in Utica, Michigan and purchased the TV for just under $1, 400. I picked up the TV and went back to my office. I looked at the box and found that the TV was labelled as a 720. I returned to the store within 45 minutes and the clerks said that the ad was incorrect and would not be honoured. They would give me $100 off of the current TV if I would keep it. I told the salesman that the process was called “bait and switch” and is highly illegal. Sears only lists their part number and not the model number of the TV on the receipt. This makes it very convenient to switch products if the customer is not attentive. I asked for the store manager and she was very angry but did give me her business card. She said that Sears Holdings is not responsible for any mistakes in their ads.

The ad clearing listed the model number and specifications. The salesman stated the ad was valid and in fact sold another TV at the same time I bought mine. The couple did return to the store minutes before my return but they took the additional $100 discount.

The discounted price on the 720, 50” Sony is no real bargain.

Sears just swapped the model using their own product code.

In this manner Sears can switch the 1080 TV with a lower cost 720. If the customer does not notice, they sold the TV at market price. If the customer returns the TV some will take the $100 discount and think they received a good price.

This is just modern day bait and switch.

I returned the TV and would love to have a lawyer and the BBB pursue action against the new Sears Holding for this poor behaviour.

I wonder what Roebuck would have said about the new behaviour at Sears Holdings?

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5:34 am EDT
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Sears bad product, bad service

My Husband bought a CompuCarve system which is a wood carving system for $2, 000.00. We got it home, set it up and it didn't work. I bought the extra warranty coverage. Sears told me they could send someone to fix it, but the soonest they could do this was 4 weeks away, but if I wanted to bring it into a Sears repair center it would be repaired immediately. I brought it in on April 30th. I have not heard from them since. I called the number Sears gave me and when I inquired about the machine they hung up on me four different times. I called back on the 5th time and spoke to someone who told me they were having trouble getting a part. I found out the people from Sears I was talking to were not even located in Austin. I wanted to talk to the local Sears repair center and they told me they would call in an hour. They called me 5 days later. The woman from Sears couldn't tell me anything accept that I couldn't get a new machine and would have to wait to get the nonworking machine repaired. After another week and a half I went to the Sears repair center to see why I hadn't heard from them yet. I spoke with the manager of that department. He told me that it wouldn't be ready for another 2 to 3 weeks, that I should have returned it for a new machine, but it was to late for that now. I was very upset and went to look for Sears administrative offices. The only office I found was the HR office. I went in and there wasn't anyone in there. There were several offices, all of them were empty. I found a poster on the wall with a picture of the manager of that particular Sears store. There was a telephone number. I have since tried to call that number like the poster suggested, but there is no answer, and I have called around 20 times. This is a problem that has been on going for almost 2 months with no end in sight. Plus we are out $2, 000.00.

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Sandra
,
Aug 08, 2008 2:45 pm EDT

I have the same Sears Repair service problem. My frontload washer broke. It was leaking water, called Sears Repair service and they came out, looked at the washer and said it needs to replace the hose. He broke the clap so he replaced a new one…charged us $20. He continued to say if you want to do it yourself, you have to pay me $70 for just being here. We decided that since he’s there to just go ahead and fix the darn thing. We have been without the washer close to 1 a week already. After he replaced the hose, he tested out, noticed water flushed out like some part was missing and when he checked the front he noticed the water pump broke(a big punctured hole, we believed he punctured it himself). My brother said it was not there before but to get our washer fix, we just let him order the part. He said it will not be ready for 9 days. So appt is between 1-5. Tech called my cell to see if anyone’s home. I had my family member stay home the entire day to wait. he called again at 4pm and i missed him by 2 mins, I called the tech back at 4:02pm, he turned his cell phone off. I called the Service Center, the rep said he will page the tech. No one showed up. I called again and the rep said she nothing available tomorrow but will try to get tech anyways. Friday came I called since no one showed up, the rep said oh it’s for August 13 next week. At this point I already spent $390 and my washer is still broken, I want my money back, ask to speak to supervisor, the chick had me on hold for 30mins and NO SUPERVISOR. so I used another phone to call and the other rep put me on hold for another 15mins until I gave up. I swear I will never put my foot inside sears again.

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10:30 am EDT

Sears terrible service

I have purchased a dehumidifier with extended warranty from the local Sears store (Sioux Falls, SD) a year ago. Now that the new season started, it doesn't work. Since it's still under warranty, I called the store's service center and set up an appointment for in-home repair. A repair man was supposed to come today between 8 and 12 am, but nobody came. When I called, they couldn't find a record that an appointment has even been set up. The lady on the phone was very rude and condescending to me.

I wouldn't submit this complaint if this would have been the first time, however, it is not. This is my second dehumidifier from Sears, and the first one was also defective after just one season, and I went through the same stupid game of trying to get someone to repair it then too. The repair service was unreliable, the people rude and disagreeable, and they kept telling me that they couldn't find any records of my purchase - mind you, I had all the paperwork and receipts and business card of the sales person who sold the dehumidifier to me.

I find it inexcusable and unacceptable that I have to go through such a torture every time I need something fixed and that they can't find the records of anything!

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Sears - terrible service on website, phone, and appliance scheduling

1. Phone Service Complaint, 2. Website Complaint, 3. Garden Tractor Complaint, 4. Scheduling Repair Complaint - 8 hour window!! Sear Lawn Tractor purchased July 2007. Put together incorrectly, returned and brought a new one. Purchased their warranty plan. 8 hour window for a repair call, 3 weeks away! How convenient is that? I am looking into getting thi...

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Sears neg

Buoght A Arrow 10x12 shed from sears 1.5 years ago. Last winter the roof collapsed in. Emailed customer service Then had to file with the bbb. They then told me it was A Act of God . Link to youtube http://youtube.com/watch?v=PuHB19GhbmI Sears and Arrow both Suck.

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6:25 pm EDT

Sears failure to honor commitment to refund

Sears, Middletown, NJ affiliate SearsOneSource intervened when defective dishwasher needed repairs costing over $500. OneSource acknowledged problem and promised to refund $179.76 (towards labor and parts) but failed to credit my Amex account. I was forced to have Amex dispute the charge.

I will NEVER shop for appliances or any other big ticket item again at Sears. The way America shops? I don't think so.

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RLR2000
, US
Jul 16, 2018 7:42 am EDT

Sears warranty work on my new washer/dryer combo..Sent a service man out and he said there was a hole in the incoming water hose but didnot have the part to fix it and had to order the part..that was three weeks ago...haven't heard a thing. called the repair place and they laughed at me...saying the part is on order

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10:36 am EDT

Sears denied rebate

On Saturday morning 22 March 2008 I went to our local Sears Dealer to purchase a riding lawnmower that was advertised on sale for the amount of $999.99. Upon arrival I told the manager of the store that I wanted to purchase the mower that was priced $999.99. He then proceeded to tell me that another mower was on sale and would be a better deal for me. He showed me the mower that was priced $1099.99, he also pointed out that it had more horse power.

He told me that I was getting the upgraded mower for the same price since I would receive a rebate in the amount of $100.00.
When I wrote a check to pay for the mower his attendant filled out the rebate form, put it in an envelope and even addressed it for me. I took it home, put a stamp on it and mailed it.

In view of the above I firmly believe that I was duped and misled.
I am a very senior citizen living on a very modest fixed income.
I am of the opinion that I should not be responsible for this obvious mistake and that I should be penalized for a mistake that the store made and I should be entitled to a rebate of the $100.00.

Your attention into this matter would be greatly appreciated.

William Luttrell
641 Bryan Dr
Moncks Corner, SC 29461

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MoJo
,
Jul 14, 2008 6:42 am EDT

Four years ago we purchased a Sear's brand riding lawn mower (54" deck). It has been a nightmare ever since!

To begin with the clutch didn't work and the deck was not able to be raised and lowered. It was brand new! So we had to order parts and wait to have it fixed. Since then it's only gotten worse.

Our latest fiasco is yet another deck problem. The deck bracket is soldered on, not bolted. Therefore you can't just go to the store and buy the bolts to reattach the deck. oh NOOOOOOOOOO ... you wait, and wait, and wait, to get service. We had to wait two weeks after calling in for the repair (this is normal), then almost another two weeks to receive the part (this is normal), and then another week (this is not normal, it's usually TWO weeks' wait) for the service technician to be scheduled. Then guess what. Yep ... they called today and cancelled. A technician is ill.

We paid over $900 for an extension on the warranty. Can you believe that? $900! After paying $900 it still takes SIX WEEKS to get the thing repaired. I'm not even addressing the problem here of how often it breaks, because we have repair technicians out here approximately every month that the mower is in use, so there's just too much history to write down.

This has been our rainy season in Missouri, as you probably have heard. Rainy season, grass and weeds as tall as I am, and we can't mow our front and back yards to keep the snakes away because we thought we would be loyal to Sear's (why ... WHY?) and buy from the local little store. Never again! I've been looking at large refrigerators from Sear's but will not buy. I'll go to Lowe's.

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Sears poor incompetent and uncaring service

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

Dear Mr. Johnson,

I am writing to you with a sense of desperation, as I have been unable to get service for my Refrigerator which has had a service contract from Sears since I purchased it. Both my wife and I have been repeatedly lied to, mislead, and in general, treated with a complete lack of compassion or understanding. I’d like to give you a brief history of what has been going on although I am sure if you access my file in your records by my name, address and telephone number you will see our repeated attempts to try to get the service we paid for.

On Sunday, May 18, 2008 at approximately 2:30 pm my wife heard a loud irregular noise coming from our refrigerator. When she opened the doors she found the lights were out in both refrigerator and freezer and noticed that rather than the gentle hum of the motor there was silence. She immediately brought the matter to my attention. I checked my circuit breaker panel, which has a dedicated line for the refrigerator, and visually noted no change in the switch. My wife called 1-800-4MY-HOME and scheduled an appointment for service for the following day.

On the morning of Monday, May 19, 2008 while I was waiting for the service man to arrive I went to my circuit breaker panel and threw the circuit breaker for the line for my refrigerator. I went upstairs and noticed that the power had returned to the unit, but when I opened the freezer door, I noticed there was a strange odor but was not sure if it was related. I had a doctor’s appointment so I had to leave before the serviceman came, but my wife stayed home and waited to receive service on the appliance. That afternoon the serviceman came, I don’t know his name but his ID is #0881045 his name must be on record concerning this service incident. He asked my wife what had happened and he immediately informed her before inspecting the refrigerator that it was probably a problem with our electrical system and there was nothing he could do. He asked for a vacuum cleaner which my wife provided. He vacuumed the front of the bottom on the refrigerator, which incidentally was already vacuumed and clean, for approximately 30 seconds. He replaced the bottom guard, he opened the freezer door, noticed condensation and informed my wife that first we should consult our owner’s manual to determine what type of noise our refrigerator is supposed to make, and second that we must have left the freezer door open which caused the condensation and said there was nothing more that was needed to be done and left.

Mr. Johnson, both my wife and I have owned refrigerators our entire life; we were born after the era of the ice box, so we are absolutely familiar with the sounds a refrigerator is supposed to make. This was not a noise which is made during the normal operation of a refrigerator. Also, he made no indication as to the odor that emanated from the refrigerator. In my opinion this technician is incompetent and could have prevented the following chain of events. Unfortunately I was not here when the serviceman came as possibly I would have been able to make sure that the serviceman did his job. Rather he took advantage of my wife, who is not familiar with the technical aspects of the operation of a refrigerator.

By the time I returned home it was approximately 5pm and the house reeked of a strange chemical smell. At which time we placed a follow-up call to 1-800-4MY-HOME to reschedule another appointment. Incidentally, by this time there was a large puddle of water on the floor in front of the freezer door and my frozen food was beginning to thaw. When we spoke to the dispatcher they informed us that since the Monday service call had not cleared from the computer they could not schedule a new service call and that we would have to call back the following morning. As to the chemical odor, the service representative told my wife he would make a “health, or safety” report and someone would get back to us shortly in regard to the odor. That night no one had gotten back to us and my wife began to experience difficulty breathing as the result of this chemical odor she needed to take medication for her condition brought about by this gas, and I had to thoroughly vent the house before we went back home. That night I had my wife sleep at her sister’s house and I returned home and opened all the windows and activated my attic fan in an effort to clear the house of the gas.

I picked my wife up first thing Tuesday morning, returned home, and called the service center. They informed me that they would not be able to schedule an appointment until Wednesday, at which time I asked to speak to a supervisor. I was transferred to Vanessa at your corporate offices who kindly said she would look into the matter while I was on hold and informed me that their service vehicles were vandalized so they couldn’t schedule me for that day, but that they would put me on the schedule for Wednesday unless a vehicle became available sooner. They gave us an appointment for Wednesday between 8am-12pm.

Both my wife and I waited for the serviceman, At approximately 1PM Mr. Lenox, I.D. #13540 arrived at my home, he appeared to be very knowledgeable and professional, and immediately recognized the odor as refrigerant. Mr. Lenox pulled out and inspected the rear of the refrigerator and then opened the freezer, removed the cover to the evaporator and found two holes in the side of the evaporator that apparently blew out which started the release of gas on Sunday. He also verified that all our frozen food was ruined but was unsure as to whether we were covered for the loss on our service agreement. Mr. Lenox informed us that the compressor, the evaporator, the coils and some other part needed to be replaced. He said that it has been his experience that a job as extensive as this has never worked successfully. He called his manager to explain the situation advising him of his lack of confidence in replacing the parts but his manager insisted that he first replace the parts and if that doesn’t work then Sears would replace the refrigerator for the customer. Naturally, when Mr. Lenox informed me of this I was unhappy with his manager’s decision because at this point it has been four days since we have been without a working refrigerator, we lost all our perishable items and at best the parts will come by the 22nd of May at which time I call for an appointment which wouldn’t be until at best the 23rd. Having no control over the situation, I patiently agreed. He informed me that the parts will be sent to my home, at which time I should call for a third service appointment.

On Thursday, May 22, 2008 I called the service department to inquire as to when the parts would be delivered as I have been taking my family to restaurants for 5 days now and it’s beginning to get costly. The dispatcher I spoke to was very helpful and informed me that the parts were to be delivered that day, the 22nd and she would go ahead and schedule the service call for Friday, May 23rd so that I would not have to go through the holiday weekend without a refrigerator I would like to commend that person but she hung up before I was able to get her name or I.D. #. I was informed that the serviceman would be here between 8am and 5pm. The parts did arrive later that day, Thursday the 23rd of May, as the service dispatcher promised.

On the morning of Friday, May 23, 2008 I called to find out approximately what time the service technician would be coming as my wife had a doctor’s appointment and I had an emergency dental appointment, and wanted to make sure that one of us would be here for the serviceman’s arrival. I was told that he would be here sometime between 12pm and 5pm. My wife and I left at 9:30 for our respective medical appointments, and I put my home phone on call forwarding to my cell phone so as not to miss any phone calls from Sears.

While I was in the dentist chair, a call was forwarded to my cell phone from the technician, inquiring about the number of boxes that were delivered. I informed him that three boxes were delivered, he told me that there should have been four boxes as four parts were ordered, and it wouldn’t make any sense for him to come if all the parts were not available. But he did say that he would check with his dispatcher to see if all the parts were delivered. When I got home from the dentist I called the dispatcher and informed him what the driver said to me, and he verified that all the parts were delivered and advised me that he would notify the serviceman. I asked him “can he guarantee that I will get my repair today?” ? He told me he would try, at which time I asked to speak to a manager. He forwarded me to your corporate office, customer care department, where I spoke to Mike, I.D. #54272. I explained the entire story to Mike, he looked up our records and told me he understood my frustration, put me on hold, spoke to the dispatcher then got back to me and assured me that the service technician would be there to try to repair my refrigerator, if the repairs were unsuccessful Sears would authorize a replacement refrigerator. He even gave me his extension at [protected], extension 18473 and told me to contact him personally if there were any additional problems as Sears had dropped the ball 1st on Monday with an incompetent service representative, 2nd Monday night by not having someone call back concerning the safety issue which was posed by the leaking refrigerant that was reported, and 3rd that Sears allowed my family to be without refrigeration for 6 days now.

At 2:30pm I started to get a little nervous because the service technician who came on Wednesday informed me that this was a 5 hour job and it was starting to get late in the day. I called the service department and they assured me that the serviceman was on his way to my location. I asked to speak to a manager, they forwarded me to the corporate office again, and I spoke to Ann, ID #631138. I asked her to connect me with Mike at extension #18473, she told me she could not transfer me but had me repeat my entire story again. Then she asked me if she could put me on hold, called the dispatcher and assured me that I would get my service call today.

At 3pm I called the corporate office and spoke to Ben, ID #69375 and he assured me that the serviceman was en route after checking with the dispatcher. I asked him if I could speak to his supervisor and he informed me that the manager was away from his desk but would get back to me before 5pm.

At 3:30pm I called corporate office and spoke to Jessica, ID #49597 and asked her to transfer me to Mike at extension 18473 and she told me that she was unable to transfer calls. I asked her if I could speak to a manager and she told me that there was no manager available and that she was the highest level of contact I could speak to and that their supervisors are only there for quality control. Again, I explained my entire story which she verified by the notes on our account. She asked if she could put me on hold, she spoke to the dispatcher, got back to me and told me that the service technician was on the way.

At 4:30 the service technician telephoned and said that he was stuck in traffic but was on his way and that he would be here within 45 minutes to an hour.

At 4:45 we received a phone call from the dispatcher saying that we would not be receiving service today as this is a two-man job and the helper was not available to assist the service technician. She told me that she would have to reschedule our appointment and my wife told her that it would have to be first thing tomorrow morning. She then replied that since it was a holiday weekend no service could be made until Tuesday.

At this point my wife and I were beside ourselves with a sense of frustration and powerlessness. We have been dealing with incompetence, lies, and treated with a total lack of professional courtesy. I placed another call to the corporate office and spoke to Dannia #11514. I explained the entire situation yet again which, as you can imagine, I was tired of explaining when they have it all written out in front of them in their computer records. I must say that Dannia had very poor professional telephone ethics; she informed me that she couldn’t transfer me to Mike at extension 18473, that her supervisor, Carlos, was out of the building and would get back to us Saturday morning. At this point for my own health and wellbeing I had to stop pursuing trying to get satisfaction as I was getting nowhere.

At 3:19pm today, while in the process of composing this letter, I received a telephone call from Pat, ID #76307 (who initially refused to give me her I.D. but then checked with her manager and was ordered to do so) and asked me if she could reschedule my appointment for Wednesday, May 28th! I asked her if she was aware that they cancelled my service appointment on Friday and told her that I wanted someone here first thing on Tuesday morning. She told me that no one was available at that time. I asked her to please connect me with her manager and she informed me that she could not transfer me and that she would have her manager call me back. A few minutes later at 3:28pm Charles Smith at the call center (who claims to have no ID number) telephoned and said (as if he was doing us a favor) that he was setting up an appointment at their earliest convenience for Wednesday, May 28, 2008.

Mr. Johnson I have no idea what is going to happen next but I think you would agree with me that we’ve passed the point of reasonable customer service. It is now Saturday, May 24, 2008 at 5pm. It is obvious I will not have any refrigeration until possibly Wednesday which will make a total of 11 days without refrigeration. I have had to feed my family at restaurants for each of these days. I have had to spend an evening in the emergency room. I have had to throw away $350 worth of food. I had to cancel a family barbeque that we had planned for Memorial Day weekend. I have absolutely no confidence that when the service technician does replace these parts that my refrigerator will operate properly for any reasonable length of time, if it operates at all, as your service technician informed me that he has never seen a refrigerator work after this type of repair.

Mr. Johnson I am sure if you review my purchase history you will see that my wife and I have been loyal customers for many years, both in our purchases and our service contracts. I have also influenced many people to shop at Sears as I have always been pleased with your company and have never run into this level of incompetence and disregard for the customer’s satisfaction. I am writing to you as a last ditch effort to avert the continuing injustice that has resulted as policies that you may be unaware of. Also please be advised that I am forwarding a copy of this to the Better Business Bureau of New York and to consumer advocates at WNYC Channel 5 Fox “Call for Action” and WABC Channel 7 News, “Help Me Howard”, as I am just one poor consumer without any leverage caught under the Sears corporate rock.

I have tried to name as many contacts as I could so that these people can be instructed on how to handle this type of situation should it occur in the future as I am sure you wouldn’t ever want your family to go through a situation like this.

I hope to hear from you in the very near future. I have gone through the expense of sending this letter via FedEx so it will arrive in a timely manner. Thank you in advance for your attention to this matter.

Sincerely yours,

Lawrence J. Sypowicz

LJS/ds
cc : Better Business Bureau
Complaint filed 5/25 on line
WNYW-TV/FOX 5 New York, NY
205 East 67th St.
New York, NY 10021
(V)[protected]
(F)[protected]

ABC Channel 7 News
77 West 66th St.
New York, N.Y. [protected]
(V)[protected]
(F)[protected]

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Doris LaTour
, CA
Jul 19, 2016 7:06 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Good afternoon

I bought this GREAT machine in 2007 but I am now getting an F1 error code. I have unplugged the machine for the computer board to reset - this is not helping. The only way I can get it to work is the redistribute the clothes but I have to wonder if it's just a coincidence. The repair service that contacted me said it was NOT worth repairing as it is most likely the computer board. This machine was costly and I feel there should be some kind of help out there.

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Marcus
, US
Jun 03, 2016 8:20 am EDT

On March 30th 2010 we had a confirmed afternoon appt. for Sears service on our new Kenmore refrigerator, which was made one month in advance. I'd taken the time off from work. This was our second attempt to fix the same problem.

At 12:00 pm I called just to make sure they were coming between 1-5PM as scheduled. Appt was confirmed. At 5:00 pm I called again to find out why no one showed, I was told they were still coming. At 7:00 PM I called again and was told they still were coming. I stopped waiting by 9:00 PM. There was no call to me to explain why this had happen that night or the next day. On March 31st evening my husband called Sears spoke to Glenn, explained the situation, he requested to speak with a supervisor which he did speak with Neligh to no avail. My husband requested to speak with his supervisor. He was placed on hold for 15 minutes and then disconnected. Shame on Sears for being RUDE, INCONSIDERATE, and INCOMPETENT.

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stacy
Moscow, US
Jun 03, 2016 8:17 am EDT

Want an appliance to last 2-5 yrs, buy SEARS! Because that's all you'll get if your lucky.

ALL three major appliance failed this year: refrigerator, stove, & dishwasher. But hey, the dishwasher actually failed twice: two motors.

Stove nearly set the house on fire when it quit.

ALL purchased in 2003 with a new house, first owner & only owner.

WHAT a bunch of junk. I remember the stuff we had growing up, was more like it last 20-25 yr.

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Jim Jk
, US
Jun 01, 2016 3:50 pm EDT

waiting 4 months to repair refrigerator. A tech comes, looks orders part and we are back to a 2 week appt. I will never again recommend Sears to anyone and tell as many people about this horribly bad service. 4 months and the refrig is still not working. Also you cannot talk to any one local nor will anyone give me their name

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lorialabama
, US
May 18, 2016 5:54 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Wrong mattress set was delivered. They will not come and get it until the new one is ready (2-3 weeks). The wrong set is blocking by hallway. Disabled mother cannot get around, almost fell. Sears will not pick it up until the new is issued. I have no where to put a mattress set for 2 weeks. Spent hours on the phone with machines and people that speak broken English. NO ONE at Sears will help.

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Myles49
Denver, US
Aug 31, 2014 10:29 am EDT

Mr. Gavin Shea, FBI, 135 Tinelawn Rd.#350 South Melvin, NY. 11747
My wife scheduled an appointment for our freezer that we bought in 2006 for the second time in three years. The first time was for the same issue with the freezer s alarm system peeping very load due to a thaw situation. We recently scheduled another appointment with Sears for the same issue only to have them not show up on Saturday, August 30, 2014. My called to see when they where planning on being here, she was told the same line of bull about a phone system failure on Tuesday and they were having to reschedule all the appointments that the tech would not be able to make it today. When she told me of the situation I became infuriated because we had advised them it was a freezer (upright) full of frozen food, meats etc. I called the 1-800-4-MY-HOME [protected]) and got the same rhetoric from two people whom I could barely understand causing me to have them repeat their statements (frustrating to say the least). After explaining the situation of possibly losing $500 plus of frozen food the answer was we were being reschedule for September 10, 2014 without any further explanation. So...I am not going any further with this as far as Sears is concerned, I am going to start an all out forwarding of this website with to every government entity I can possible find in hopes of an investigation of Sears wrongful misleading it's customer base towards it's maintenance contracts.
If you are interested, please feel free to contact the Federal Bureau of Investigation that posted at the beginning of the complaint.

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ruth offutt
Rockville, US
Feb 02, 2009 8:20 am EST

Sears home repair tech came out on 12/15/08 to repair my Aprilaire humidifer that is under the Sear maintenance agreement. At that time the repair tech said the humidifer was unrepairable and would turn the ticket in to have it replace

On 12/24 the cover on the item fell off and scared the devil out of my grandcildren who were here for the Xmas Holiday. On 12/26 I call Sears home repair to get an update on when they were going to replace the items since the cover fell off and the heat was not circulating in my kids upstairs bedrooms (rooms extremley cold), the heat is staying mostly in the basement.

As of today 2/2 I still do not have the item replaced. I have talked to the repair shop and keep getting transfreed to another department after department or put on hold for an hours.

On 1/23 they send another repair tech out and he too agreeed that the item was unrepairable and he called the repair shop and informed them that they need to replace the item.

My house is very very cold and my husband is going thru renal failure and had to go to the hospital on Monday, 1/26.

What do I need to do to get the work completed once and for all; I am very upset with Sears. I throught if you take out the Sear home warranty maintenance agreement you wouldn't have to go thru this.

Right now I am afaird the the entire humidifer is going to fall off of my furnance; will that cause a fire in my house

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Nadene Johnson
, US
Sep 21, 2013 8:08 am EDT

September 21, 2013

Sears Corporate Office and Headquarters
3333 Beverly Road
Hoffman Estates, IL 60179

Regarding: Dissatisfaction with customer service

To the CEO and or board members

I have purchased a treadmill from Sears online on September 10, 2013 and was told that my product would be delivered September 20, 2013. I was given a tracking number and was told I could track the shipment after 24 hours. I tried the tracking number only to find a company called Damar that I never heard of, so I called. The representative told me they do not deliver for Sears. I called customer service only to find out that my call was not handled in the United States, how disappointing. Trying to explain to a non-native of America that Damar was not delivering my treadmill was like trying to teach someone English in 10 minutes or less. She kept telling me the same thing over and over, as if she didn’t hear a word I was saying, again, very disappointing.

I am now told that multiple freight carriers handle the delivery of my treadmill and it should be close to me on September 24, 2013 and they will call to schedule delivery. They said it takes 3-5 business days making it September 24. I guess they do not learn math in those countries. This is not the first disappointment I had with Sears, it is the second. The first was with my refrigerator and stove.

It is so sad that a company this large has to resort to hiring a call center in who knows where, but not in the United States. A treadmill should have been to me a very long time ago and I should have been a satisfied customer and I know that if I don’t hear from anyone by Tuesday, the 24th, I will cancel the order. I still may return the delivery and get it from someone who deals only in the United States, as this is very dear to my heart.

I definitely learned one thing from all of this, and it is that I will never, ever shop at Sears again and will make sure that I let everyone possible know of the experience(s) that I have had so that they can tell others. I am very glad for the internet sites that make that possible.

Sincerely,

Nadene Johnson
217 Shenandoah Drive
Pittsburgh, PA 15235
[protected]
[protected]

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nicole brouillette
Lowell, US
Feb 28, 2013 5:31 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I bought an LG dishwasher from sears 9-5-11 and only 1 year and 4 months later the top an bottom racks were rusted and gross. I called sears warranty department to try and get the parts replaced and got transferred to 4 different departments before I was transferred to the customer satisfaction department. I then spoke with a manager because the other employees could not rectify my situation. I was told I would need to pay for a service charge and truck charge for a technician to come out and look at the unit for a 130 fee! when the racks themselves cost a total of 140! I said no way am I paying that fee that is ridiculous. I was then told that is the only way I would be able to not pay for the parts was to have a tecnician come out and determine it was a manufacturer defect in the product. I then set up the appointment and was told I would have a credit on my account and would only pay the 10-15 difference in the credit. I then got a phone call from the technician on the date of service and was told I would need to pay a fee of 65$ for a labor charge for the technician to order the part! I then again called sears customer service and was transferred to all different departments, I then ended up with another manager named pam and she did nothing but repeat that its not her product and she is just a retailer and she cant control rust in a wet enviornment and that I would have to pay for THE PARTS AND LABOR FEE! are you kidding me! I bought it less than 2 years ago and it was a 2 YEAR WARRANTY on parts! BUT RUST AND RACKS ARE NOT COVERED! i ended up hanging up on her because the technicians from AE were here to look at the dishwasher. After hours of arguing and fighting to get a decent part replaced i was mentally exhausted and was visibly very upset. the technicians felt so bad for me that they ordered the racks at no charge. I then called LG and within 2 minutes they ordered me new racks immediately and said there was a 5 year warranty on them! WHY DIDNT SEARS HAVE ME CALL THEM IN THE FIRST PLACE! I WOULD HAVE SAVED THE 15$ AND NOT EVEN HAD TO HAVE THE TECHNICIANS COME OUT AND ### THE DISHWASHER! THEY ARE AWFUL AND I WILL NEVER PURCHASE ANY PRODUCT FROM THEIR COMPANY AGAIN. HORRIBLE CUSTOMER SERVICE AND I AM BEYOND DISGUSTED WITH SUCH AN AWFUL CORPORATE COMPANY! I also had another incident with my tires I purchased 2 years ago from their tire center. I had a nissan altima and low profile tires, i paid over 800$ for 4 new tires and after 1 week they started popping. had 2 flat tires in 1 month. had to pay for the installation, and wait for them to order the tires for over 2 weeks! i ended up having to replace all 4 tires in 2 months and have had nothing but problems with them. they were repaired and then popped again and needed to be replaced. I had to pay the fee for them to be installed over and over its absolutely DISGUSTING!

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Judy L
Rock Hill, US
Oct 19, 2012 6:58 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Today started out great until my encounter with Thomas (store manager) and Sha-ron (department manager) at the Sears store located in Gastonia, NC. My husband and I were treated as though we were the most unimportant people on the face of the earth. We took in an article from Kmart which Sears claims to "price match". They refused to price match the items we wanted to purchase even though they were having the exact sale on Sunday which was 2 days away. We explained to them that we had driven a long way and if they could just extend us the courtesy of adjusting the price because we lived approximately 40 miles from the store. They refused and said that we would just have to return on Sunday. WOW! I was outdone to say the least. I promise you with all that is within me that after our final transaction I will never step foot in a Sears store again. I will tell everyone I know to follow suit. They made up their minds that they were not going to accommodate us and they stuck to it. Either the department manager or store manager could have easily said "we would be more than happy to help you and we appreciate you even more for driving the distance you drove to patronize us". Too bad because they lost a customer that loves to spend money. I was hurt and disappointed because I always thought Sears was known for their great "customer service". I will go back to Belk and JCpenney, at least they pretend that they appreciate our patronage.

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.

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3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

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6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

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