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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
M
9:48 am EDT

Sears faulty product and poor service

We Bought a Kenmore Ellite refrigerator and freezer. These are two separate units one whole refrigerator, and one whole freezer in January also bought the 5 year warranty. The refrigerator started leaking. After several attempts to repair, they have decided to replace the refrigerator (That was over 3 weeks ago and I still have not heard from them) so I continue to wipe the floor from the leaky refrigerator and I am really worried that this is going to damage my floor, (I wonder if Sears is interested in replacing my floor). The freezer is also having problems with icing on the door, so they scheduled an appointment and had some parts shipped to the house, the repair man comes last week and says they are doing a different repair attempt and ordered more parts and left, so the parts came and the repair man came today and tried to fix it, now the freezer is not freezing anymore, in fact it is starting to sweat, my items are starting to thaw out and the $250.00 food loss coverage they offer wouldn't even began to cover my items in my freezer. I called the repair department to try and set up service they said well the earliest is tomorrow between 8-5. They did not care that this is an emergency, they will not do anything to help. I bought their warranty on good faith and paid for it up front and they have the nerve to tell me the only thing they have to do is to schedule an appointment. I am very disappointed in Sears and their service.
The stress of this situation has been very difficult on my self and my family. By the way they have known about the problem with the freezers for over a year.

I would like for them to replace my refrigerator and freezer with the Kenmore Pro, and I think they need to do it with a huge discount. (Kenmore Ellite is made by Frigidair and Kenmore Pro is made by Whirlpool). I have suffered a lot of loss, not only with items that I have lost due to faulty product also the time I have spent many hours waiting for their service.

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david
Naples, US
Feb 01, 2009 10:16 am EST

i know this was posted awhile ago but i have a comment to make, i work at sears and you are stupid for thinking that kenmore elite is made by frigidaire and pro is made by whirlpool when in fact pro is made by frigidaire and some of the elite products are made by whirlpool. plus i am surprised you are having such trouble with the service. you guys all expect instant gratification well it just cant happen because times are tough and there arent enough technicians to go to everyone's house on the same day and exactly when you want them to. in the store i work in we only have one technician for the whole electronics department. so be patient your product will be fixed and as for you dont take the piece of junk kenmore pro which is made by frigidaire and stick with the kenmore elite or go to jenn air or something else but not pro.

ComplaintsBoard
V
8:49 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears no refund

I placed an online order for a TV on July 7th. The receipt indicated that the TV would be available for pick up in approximately 11 days. My credit card was charged immediately.

The item was delayed twice. On July 29th, I attempted to cancel the order. Eventually I called the White Marsh store. I was given a cancelation number and told that I would see a credit reflected on my account in 24-48 hours.

The following day I recieved an email that the item was being delayed again. So I forwarded that email to the order area along with this note:

"After several unsuccessful attempts to reach someone, I finally spoke with a representative at the WHITE MARSH location regarding my order. Order # XXXXX Due to the delay in the availability of this product, and the fact that my card has been charged a month prior to the item being made available, I had asked for the order to be canceled. I was assured that the order would be canceled and given a confirmation # of XXXXXX. I was told that I'd receive an email notice verifying this and that my the amount would be credited to my card within 24-48 hours. I have no email verification and would like to make sure that the amount will be credited to my card. The 8.9% finance charge would be nice as well, but I suppose that's a pipe dream. Thank you for allowing me to take my business elsewhere. Everything was handled promptly and efficiently by one of your competitors. Please insure that the credit for the cancelation of order # XXXXX is applied tomorrow. Once again, the confirmation number provided by the representative in the WHITE MARSH office for cancelation is XXXXXX. "

I recieved the following reply on July 31.

"Dear Ms. XXXX,

Thank you for contacting sears.com. I apologize for any inconvenience

you may have experienced with your order. I have researched your

cancellation request and have forwarded your request to the proper

department. Please allow an additional 24-48 hours to receive

confirmation of the cancellation. If you have any further questions or

concerns, please feel free to contact us at the number listed below.

Sears Customer Care

webcenter AT customerservice.sears.com

[protected]"

On August 5th, I recieved another automated notice that my item had been delayed. This percipitated several more calls and another email.

On August 6th, I recieved the following reply:

"Dear Ms. XXXXX,

Thank you for contacting sears.com.>

We are sorry to hear that you wish to cancel your store pick-up order. We have forwarded another cancellation request to the store for processing. Once processed, your credit will be issued to the credit card used during the initial transaction. You will receive your credit within 7-10 business days, along with an e-mail notifying you of the cancellation and credit to your account. Depending on your credit card billing date, the credit will appear on one of your next two billing statements. We apologize for any inconvenience this may cause.

We hope you will return to sears.com for your online shopping needs. If you have any comments or questions please contact us at [protected]. Thank you for your business.

Rod N.

> Sears Customer Care

webcenter AT customerservice.sears.com

[protected]> "

On August 13th, still not having resolution (7-10 business days is unacceptable when it takes 2 minutes to swipe a credit card) I attempted to contact the White Marsh office to verify. I guess you have to talk with Teresa, Jamie (the rudest rep I've EVER spoken with), Katrina, Rita, Jennifer, etc.

Today (August 13) is the first day I've had an email confirmation of cancelation. Hopefully my refund is applied soon.

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L
12:34 pm EDT

Sears kenmore elite trio

Kenmore elite trio 795.7756, 57
Us
The kenmore elite trio refrigerator is a terrible product! I have had mine 1 year and 3 months and it has been nothing but trouble. I had either 4 or 5 service calls in the first year. The most serious ones involved the icemaker fan. A service call means getting off of work and being by the telephone from 8 am to 5 pm waiting for a call from the service person. So that was 4 or 5 days off work. Having this refrigerator is like having a sick child. You will miss a lot of work. If you make the mistake of buying one, don't tell your employer! The service call that was the most irritating was the first time the icemaker fan went out. I waited without ice and water for 6 or 7 days for the service man to show up. He showed up and did not have the part to repair the refrigerator. That meant I had to wait another week or two to get the part. It was mailed to me then I had to take another day off of work and sit around waiting for the repair man to come put it on. It was such a mess, I had to totally defrost and restock the freezer. My new wood floors were also getting damaged by the constant water leakage. I should mention that I told the service department prior to the first visit that the error message said the icemaker fan was the problem. Why did that not alert the service person to put an icemaker fan on his service truck? I think we had to do without ice and water for over 3 weeks, it may have been closer to 4. This refrigerator is a top of the line model that was very costly ($2308.91). I have always heard that you get what you pay for which is totally erroneous in this case. That was the first repair of the icemaker fan, the next time it went out the service man was savvy enough to bring a replacement part with him. He fixed that a little over a month ago. I bought a service contract ($159.00) because the first year track record of this appliance was so bad. I never buy those things but felt that I had better protect myself with this lemon. It was a good move because I am now on icemaker fan number 3. I called last saturday for service but they cannot come until the 21st.in the meantime, the temperature is 70 degrees inside my refrigerator (Wonder how my food will fare in there for almost week? Of course there is no ice and no water and water is again leaking all over my new wood floor and a piece of it is buckling up. I have had it with sears and will no longer buy as much as a sock in their store. Beware of kenmore products!
Update: the saga continues,
August 25, 2008 the repairman came last thursday (August 21st). I had to be here from 8 am to 5 pm and he came around 3:00, another day away from the job. He could not fix anything because he did not have any parts. He ordered the parts which came on friday. He cannot come back to install them until september 4th. I will have to stay out of work again and wait from 8 until 5 and see what happens.in the mean time my freezer is defrosting and soon all my frozen food will be history. If the repairman fixes the refrigerator on september 4th, I will be without a refrigerator for 2 weeks and 4 days. I hate sears and their lousy service.

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Laura L Reynolds
,
Sep 24, 2007 12:00 am EDT

I have had a refrigerator for a little over 1 year. We heard humming and the freezer froze along the wall of it. We saw there was a recall for the same problem but they wont fix ours as it isn't the same number. HuMM same problem, n service! We were told that others have called with the problem. Codes coming up ER FF. Then we were told we should have bought the protection. We shouldn't have to for under 2 years, and couldn't afford it anyway.

Can someone please advise what should i do...

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Roy1951
Taylorsville, US
Mar 16, 2010 2:45 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I feel the same way about Sear's. I bought the elite trio. I had a Sear's serviceman come out to work on my icemaker. I new the problem was with the board or the fan. He said that it was the board that was the problem. After paying for the service charge plus extra miscellanoues charges, I told him I could buy the board for less than what he was going to charge me, from sears parts.. He said that sears required them to charge premuin prices on their parts and labor. I put the board in after ordering it from sears. Worked fine for a month. Now the same problem. Will replace the fan. I won't buy another sears appliance. This was my first and last sears appliance.

ComplaintsBoard
V
10:00 am EDT
Resolved
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Sears just doesn't care anymore

3 refigerators to get one that works, last all my food in the process. Plus time off from work to accept delivery each time. Then I sent in my delivery refund for $75 which was refused because the refrig number did not match (of course not it was the 3rd refrig) After a 1/2 day on the phone, several calls and finally talking to manager, refund is granted. I ask about the food and they said well if you don't by the $200 guarantee, you are SOL. Manager has no power to make customers happy, that is their policy. OK, they join the list with Best Buy and Comfort Inns, (In 10 years they have missed out on now $4000 worth of my business. do they care, no) Buyer beware. Use Ebay!

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6:04 am EDT

Sears broken appliance and parts ordering

These are the emails I sent Sears and the reply I received from them...I bought a new stove online and recieved it damaged but did not realize it was damaged until the NON-SEARS delivery men were gone.
I have been buying my tools and equipment from Sears for over 13 years now but there service has dropped off dramatically from what I can see with their online and phone support...Hell you can even send an email complaint to any executives in charge of service and support...Go figure...

Here are the emails I sent/received...(edited for my security)

From: Scharf, Robert
Sent: Monday, August 25, 2008 8:52 AM
To: '[protected]@sears.ca'
Cc: 'RJ Home'
Subject: RE: CASE: 1354918 needs parts...

I already told you below, that I called them 2 times now and each time was on hold for almost 45 minutes and still no one has gotten back to me as to a confirmation if the parts are already on order. I was told it was a FAST, which means they have to order the parts from the manufacturer. This was authorized by Kaila at extension 5002. I just need someone to confirm that this order was indeed put in when I called because it is 4 weeks now since I've had the appliance and the bottom drawer does not work properly.
Would it be faster if I just contacted the manufacturer directly? I have been dealing with Sears for over 13 years and never before received an item damaged. I didn't realize it would be this hard to get parts for a $500 appliance that was delivered over a month ago (July 22) damaged. :(
Robert Scharf

-----Original Message-----
From: [protected]@sears.ca [mailto:[protected]@sears.ca]
Sent: Friday, August 22, 2008 3:56 PM
To: Scharf, Robert
Subject: CASE: 1354918 needs parts...

Hello Mr. Scharf,

Thank you for taking the time to contact Sears.

In order to resolve your inquiry and better meet your needs, we ask that you contact our Product Repair Service department at [protected].

Our operators are available to assist you 24 hours a day.

If you need any further assistance, please do not hesitate to contact us.

Thank you for choosing Sears.

Regards,

Jean

tmp

Email is a non-secure form of communication and customers should not include any sensitive account information in any email to Sears Canada Inc.
Le courriel n'est pas un mode de transmission securise et les clients doivent s'abstenir d'y inclure tout renseignement sensible sur leur compte dans toute communication electronique destinee a Sears Canada Inc.

From: Scharf, Robert
Sent: Friday, August 22, 2008 1:49 PM
To: '[protected]@sears.ca'
Cc: 'RJ Home'
Subject: needs parts...

Hi:
I bought a 30" Range from Sears, which was delivered on July 22 and the plastic tabs that hold the bottom drawer in the range were broken. I have talked to Sears over the phone twice now to try to get these plastic parts shipped to me but have received no confirmation that this is in process.
The range is online item #[protected], model [protected], serial number #########
Can you please confirm if these plastic parts are on order for me?
Thanks
Robert Scharf
Nepean, Ontario

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Marlene Parkinson
,
Oct 27, 2008 12:20 pm EDT

This is not a complaint. I just didn't know where to email my questions, so could you please advise me to where I could ask about my Sears air-conditioner.
For a while I have been getting signs that there is dampness going on at the foundation of my house.
I thought first the eaves but no.
That leaves the air-conditoner.
I read the pamphlet about the air-conditoner drains.
Does it drain sufficiently to cause my problem?
It's at the wall of damage.
Should I have it moved away, further down the yard?
Was the drainage of this air-conditioner put in the right place - in other words - could the machine be backwards?
Please advise, and I thank you for this chance to ask.
Marlene

ComplaintsBoard
P
7:26 am EDT

Sears a lemon of an appliance and a company

I am writing on behalf of myself and my family who purchased a Kenmore refrigerator from Sears, along with other appliances, in April 2006. Five months after the purchase, the refrigerator stopped working. The technician who came to fix it said the fan had broken. This first visit by the technician led to a complaint I already made because he did not submit the food loss records I tried giving him and this led to Sears not honoring the $250 food loss reimbursement.

The following summer, our refrigerator stopped working again. This time after calling Sears and finding out it would take over a week to come fix our fridge, my husband decided to try to turn the refrigerator off for several hours and try to turn it back on. The fridge began to work again after we plugged it back in but we had already lost much of the perishables in the fridge. We decided not want to write another letter claiming food loss even though all our perishable foods did spoil. We had a problem with our refrigerator twice already and, again, in the summer of 2008 we had it break on us again. This time when my husband pulled out the fridge to unplug it, the copper water line burst and we had to turn off the water to the fridge. This occurred July 21, 2008.We called Sears immediately and was told by Lisa that the water line was covered by our Protection Agreement and extended warranty. When I asked when was the earliest Sears could come and fix the broken refrigerator and water line, it would not be until July 30. I was so upset because each time we have had problems with an appliance, it seems that Sears does not seem to make it a priority to send someone out as soon as possible. My husband unplugged the unit again but when he plugged it in a few hours later it was still not getting cool. We loss all the food in our fridge and added to that, I had just gone to the grocery store right before the fridge broke down. We had well over $250 worth of food that went bad very quickly. That day, I spent over an hour calling different Sears departments to request a quicker response to our refrigeration problem but to no avail. When I spoke to Gerald, not only was he rude and inconsiderate, he matter-of-factly stated he, nor a manager (because I requested to speak to one) could do anything to speed up the process of getting a technician out any earlier than the 30th. He then told me to call the local Sears service number [protected] to see if they could help me and then he said he would attempt to get a manager. He kept me on hold for almost 20 minutes pretending to get a manager the entire time. I was so fed up I hung up the phone. I finally spoke to Latina who at least showed some compassion for our situation but she could not do much except put in a request for an earlier service appointment. She suggested I call another number which I did not write down because it seemed like every time I called Sears, I would just get the run-around to call someone else or some other department which in turn would then tell me to call another number. She promised that I would get a call no later than the end of the business day of the 21st letting me know an earlier date for someone to come out to fix our unit and water line. I never received a call.

The next day, my husband tried to plug in the unit again and it actually worked so when a technician came 9 days after we called to get a service appointment, it was running OK except the water line was still busted. He told us that since the fridge was working when he arrived, he cannot submit for food loss and Sears does not cover copper water lines, only plastic. This truly infuriated us. I could not believe that Sears will now take the stance that they don’t repair copper water lines (even when it was installed by Sears) when I was told they do when I first called on the 21st. Also, we could not believe what he was telling us- that we should have left the unit alone and not tried to fix it ourselves because when it begins to work again, Sears has no liability.

This is truly outrageous that Sears will first sell protection agreement plans and extended warranties and not follow through with the promises set forth in the warranty and plan. We ended up hiring a plumber to replace the copper line and had to incur an out-of-pocket expense of $287. Secondly, what suggestion does Sears give to homeowners that need a working fridge in the middle of summer besides waiting a week and a half for a technician to arrive to look at it? Also, is it truly reasonable for a fridge to break down every summer? We cannot afford to continue to unplug and plug the unit in as our food spoils in the hopes of it running properly. We truly believe your company has employed very deceitful and unfair service tactics that truly prevent a homeowner from being treated like a valued customer. Sears does not believe in doing what is right. Instead they will cut corners and lie about what is covered and not covered and make it nearly impossible for anyone to get their appliances serviced within a reasonable time frame. What is an extended warranty worth if consumers are prevented for ever really using it. I truly believe Sears sets a policy to sell as many extended warranties as possible to unsuspecting customers only to make it very difficult for customers to actually reap the benefits of the warranty.

Our refrigerator is a lemon. When it broke after only about 5 months into it being installed we knew it was a bad sign of things to come. We have had more problems with this fridge than my parents have had with their 15-year fridge. We also spent a great deal of money purchasing this lemon that we have regretted ever since.

I am requesting reimbursement of $250 for the food loss in July 2008, $287 for the copper water line having to be replaced, as well as demanding a replacement for our refrigerator that continues to give us problems. Our other Kenmore appliances have help up well so far but the rate at which our Kenmore refrigerator has broken down on us is inexcusable and needs to be addressed. And added to the stress of our lemon of a refrigerator is the fact that our protection agreement expires in January (as I was told on the 21st).

I can guarantee our fridge will break down again next summer and we will have to incur more financial and emotional losses to replace spoiled food as well as to pay for a service technician to come and try to repair it again.

As consumers who do not write a complaint for every little disagreement we have with a company but I think of all the companies we have had business with, Sears is, by far, the worst in customer service and reliability. If I counted the hours I have spent trying to get our fridge serviced or attempting to speak to a manager about our problems, I would estimate well over 10 hours in the past two years. None of those calls resulted in any issues being resolved; Instead they just produced more stress and agony that have taken a toll on us. We truly hope our voices will be heard. It is unfathomable that a company as big as Sears will not put their customers first and take consumer concerns seriously. Integrity and forth righteousness are company traits that will carry a company far; Sears lacks both and will only lose customer trust and loyalty when issues and problems are not resolved appropriately. We will never do business with Sears ever again.

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Beatrice Peralta
,
Oct 31, 2008 1:26 pm EDT

I have a washer that I purchased in March of 08. I have had
a new tech 6 times and no one can fix it. I am now going on my 7th tech and whole alot of parts replace on a new washer, they
refuse to replace. I have 3 grandchildren who live with me. I
have had to go to a laundry mat since Sept. 26, 08 This means
loading clothes and grandchildren in a car and unloading them
at the laundry mat and kept them content till I get laundry done
and it is only the laundry that we need. I also have to pack them
something to eat. Then I get to load it all back into the car and the
children. Only to get home and unload again. I do not what has been wash in the washer at the laundry mat. I have gone thru everthing with the warranty company. It has stress me out so
much that every Sat of this month I have broke down and cry
I am paying for a washer and for the laundry mat and kids having to spend there weekend at a laundry mat. None of the repair people know what is wrong with the washer they only
guess and order parts! I am going crazy! wash Out!

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ALICIA
,
Oct 29, 2008 8:21 pm EDT

I HAVE HAD A TERRIBLE EXERIENCE WITH A KENMORE FRIDGE THAT I SPENT $ 2, 500 ON 3 REPAIRS IN ONE YEAR THE LOSS OF ALL THE FOOD AND VERY POOR CUSTOMER SERVICE. SEAR WILL NEVER SEE MY BUSINESS AGIN.

ComplaintsBoard
J
8:11 pm EDT

Sears sears gold is a scab mastercard

This is a credit card designed to screw you. They are waiting for your slightest flaw. I dutifully tried to cancel this card and pay it off in full over the phone and on the web site. This was not possible. So I did pay it off in three separate payments three days in a row. OR so I thought. I came to find that even though I paid off an $8034 balance in full and on time and had canceled my card, along comes a bill next month with a charge of almost $100 for interest!

The old adage of pay your cried card bill on time and in full does not work with these people. They charge you a daily balance, even though you pay the balance due in full and on time! In theory this bill could practically never get paid off from month to month.

Sears Gold Card is a rip off scab operation. Plus I had been a cardholder for over ten years! With on time payments.

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duffer152
Canton, US
Nov 26, 2008 12:28 pm EST

Please note that my city is DeWitt, not Dewitt, as on mailings. Please correct for accuracy!

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Charlied72
Falls Church, US
Oct 25, 2009 4:32 pm EDT

Citi bank deals with the credit cards not sears. You need to short this out with them.

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Sometimes Jones
Greensboro, US
Jul 13, 2009 9:36 pm EDT

The finance charge the following month was residual finance charges, and this is standard across the credit card industry. Interest is calculated from the date of billing to the date your final payment posts.

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Kim
, US
May 15, 2009 11:40 am EDT

Sears Gold Mastercard is ripping people off at a high rate of speed by doubling interest rates and lowering credit limits without warning or for any particular reason. It sickens me to no end that "we the people" have bailed out this bank (Citi) using billions of our tax dollars and yet they are squeezing the blood out of us! I will never use any Citi credit card.

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otis varner
, US
Mar 06, 2009 6:08 pm EST

Sear merged with K-mart a few year back, so we are able to walk from our house around the corner, which is very nice.
Recently after paying my credit card installment on the deadline date, I call the customer service department to complain about the fact the the next statement I recieved included a late fee.
I was told by the clerk that the bil should be payed prior to 5:00p.m., my receipts or stapled to by bills once paid.
I informed the clerk that the receipt indicated that it was 2:30 p.m. pct when I paid the bill.
She went on the tell me that the payment wasn't posted until two days later.
The check was electronically scanned, so it takes the payment directly from your account asap.
If Sears as merged with K-mart, why doesn't the same administrative policyies apply

ComplaintsBoard
K
5:16 pm EDT

Sears sears sucks

I was a sears employee, before they wrongfully accused me of embezzling money from a company that I put my heart and soul in to for the past 6 months. I can assure you that I am a well kept and honest person. To have my character attack so, hurt me very much mentally and emotionally. Why was I chosen to have such allegations put on my table I guess I will never know but I can tell you one thing I was the best the had. I was taught that good things happen to good people but I know now that good things never happen to those people they just got lucky. I was very unlucky to have spent all my time and effort in a company that can give two craps about who you are. Personally I will never work for sears or kmart again all they do is scam people out of there money and whom ever maybe reading this don't apply for a sears card and if you have one cancel it because they are going to boost the interest rates and start charging you even when you don't use it. So take my advise from the other side of that evil rotten phony company of theirs and tell them to shove it. Did you know that when you apply for a credit card they get $1000.00 for each one as an individual I made them the month of july $81, 000 dollars and I got fired because a friend gave me a gift card for $0.94 that I used for my purchase. That's how low down they are so whether you are a customer or an employee they will and I do mean will # you over...

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Ldd23
, US
May 17, 2016 1:52 am EDT

Sears is the worse company to work for. They hire idiots as management instead of promoting good people within the company. They make don't give you hours and expect you to give 110% for minimum wage. They have outrageous metrics they expect you to get on top of busting your ###. After four years and two management positions, they basically gave me the middle finger and told me I owe them money because their hr is an ###. Thank you Sears. Thank you for the worse management, and the outrageous expectations while treating employees like ###. I hope you close

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Michael A K
, US
Nov 20, 2015 2:08 pm EST

Disappointed in Sears Customer Service
I called your Service Department on November 16th 2015, talked with a gentlemen by the name of Ralph and he helped me purchase a Sears service agreement for repairs on my LG Washer for $232.99, but at no time did he ask or mention that I could have purchased a full Sears Protection Agreement for just over $500.00 which would have covered all my appliances, that is poor Customer Service. After purchasing the 1st agreement I scheduled a Repair for the Washing machine for Thursday the 19th between 1pm and 5pm, and a general maintenance service for the Dryer. The technician for the Dryer showed up at 1pm and was a wonderful person and he informed me about the other agreement and we called Sears on his phone and he set up the purchase of the other agreement for $411.09 that now covers my Dryer, Refrigerator, Stove and Range Hood. Also while the technician and I were on the phone he asked the status of the repair technician and they told us that he was on his way. 4 hours later he never showed up or called me or dispatch and never listed a reason why he was not going to show up and I had to call Customer Service and find out where the Technician was, and I was told by The Customer Service Department, quote “I DON’T KNOW AND I DON’T KNOW WHY HE DID NOT CALL YOU” I heard that statement by 3 different Customer service Reps and 3 Separate Customer Service Supervisors. The part that frustrates me the most is that since the technician never showed up on Thursday, Sears is telling me the best they can do is reschedule me for Wednesday the next week. So I call on Monday and between Monday and Thursday I pay Sears over $700 in Service agreements and because there Technician is unable to do his job I am told I have to wait another week and hope and pray that the technician does his job this time and shows up or at least call. That is very Sad to say the least that this is the kind of shabby Service that one of the largest retailers believes is acceptable to their customers.

Michael
MKnightsoffice@gmail.com

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poorrich
, US
Nov 10, 2015 10:52 am EST

Another case of spider failure due to corrosion. Poor design. Problem compounded by sears' refusal to sell only the replacement for the failed spider bracket.

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Kevin Sweinhart
Montgomery, US
Jun 08, 2015 6:56 pm EDT

S E A R S rocks ... I love you SEARS ... Kevin P Sweinhart

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Kevin Sweinhart
Montgomery, US
Jun 08, 2015 6:55 pm EDT

R O C K on S E A R S ... Kevin P Sweinhart

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Kevin Sweinhart
Montgomery, US
Jun 08, 2015 6:53 pm EDT

I cater to the Browns Family when making the schedule ! I do what ever the Browns want me to
the Brown sisters are CUTE ... Gregg is too

Kevin P Sweinhart

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Kevin Sweinhart
Montgomery, US
Jun 08, 2015 6:51 pm EDT

i work there and love it ... i make good money & people like me there ...I command RESPECT

Kevin P Swinehart

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Kevin Sweinhart
Montgomery, US
Jun 08, 2015 6:46 pm EDT

so you are all busted up about the Sears Pay ? what th F did they tell you when you started ? WE WILL START YOU AT MIN WAGE 7.25 per hour ! And Y O U took the job.
Why dont you just go back to your run down trailer & count your food stamps ... most of you just want to complain about something

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searssucksbigtime
Surrey, CA
Feb 23, 2011 9:10 pm EST

On February 9 I placed on order over the phone with Sears for an item that costs several hundred dollars. Minutes later, I called them again to change the place of delivery for the order. Here's what happened:
1. Instead of being able to make an edit for the delivery location, they have to cancel the entire order.
2. I said to them, please don't charge my credit card again for the same item. They reassured me that it is no big deal and that the money would be credited back to my credit card.
3. I notice that the amount available on my credit card is much less than I imagined.
4. I phone the credit card company and discover that there were two purchases made to Sears for the same item. Sears did not credit the cancelled purchase back to my credit card.
5. I phone Sears several times to find out what is going on. As always, the person answering the phone has to connect me with a customer service representative. They tell me that the order was processed and that the cancelled item is being shipped across the country. They then inform me that money can't be credited back to my credit card until it reaches it's destination in several weeks time.
6. One of them helpfully forwards my issue to Sears credit department to credit my money back without making me wait so long.
7. After making a call to Sears, I have to painfully extract information to the effect that whoever is in charge of such matters at Sears credit department decides against doing so in my case, until the item reaches it's destination across the country in several weeks time.

Sears sucks.

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noname0519
Los Angeles, US
Aug 10, 2013 12:15 am EDT

And there is more to the story...a few days before I was going through personal problems. Left my home to visit my sister and we decided to smoke some weed ( yes I smoke a few times a year, dont judge). As I was holding a bright blue pipe I seen an older lady who worked in the LP department walk in front of my sisters house. Im positive she seen me, so Im sure it was her who ratted me out. So 3 days later thats when they fired me. I would have rather gotten fired for making a mistake than supposedly stealing. Oh well, But looking foward to suing them.

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Sears terrible quality product

I purchased a Kenmore Bottom Freezer Refrigerator in February 07. It has a 1 year warranty. It is now August 08 - My refrigerator is 18 months old. I spent $1, 400 on this appliance. Earlier this month I smelled something burning in the refrigerator, but could not identify it.After some time the smell got worse. Then the light fixture literally melted down from the top of the shelf. Apparently the lights did not go off and burned the fixture to melting. We unscrewed the lights and the fixture now hangs down and we are unable to access the shelf. The warning for the refrigerator being open no longer works. The plastic lining on the doors is already falling apart. The doors no longer open independently. If you open one door, both open. The freezer shelves do not pull out properly.

I have had this refrigerator for 18 months. I have never had an appliance that fell apart so fast. I have read online that other people have had the same problem with the light fixture burning. I believe this is or should be a recall item.

We usually purchase our appliances from a local dealer. This is our first purchase from Sears. This is a Sears product- Kenmore. I am shocked that Sears could sell an appliance of this quality. I called for a repair and told it was $175 just to come out and look. This is ridiculous. A refrigerator is only made to last 18 months? Our last one was 15 years old and in better shape than my new one is. I will take my old one back in a heartbeat.

I believe Sears should repair this appliance at no charge, or take it back and refund me a reasonable amount. I intend to contact as many business organizations as possible to advise them of my situation. Sears is selling their own brand appliances that fall apart in 18 months. The light problem was a serious fire hazard. Luckily we noticed it in time to prevent a fire in our home. The plastic on the fixture is melted and visible.

Again, I believe that Sears should repair or replace this appliance at no cost. This experience has totally eliminated any confidence in Sears that I might have had.

I would like to be contacted as soon as possible by someone who has the authority to help me.

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4:04 pm EDT

Sears washing machine does not work

There is one word to describe the Oasis Washing Machine LEMON, we have had nothing but problems with it. We had to have the service people out to fix the machine every couple of months, the Service Tech even said that the machine is no good! I was a loyal customer of Sears, I will not buy another product there.

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PookiePup
Englishtown, US
Mar 05, 2009 12:27 pm EST

UNFORTUNATELY for us, we purchased the Kenmore Oasis HE washer and dryer duo for $2, 400 not including service contract for both 2-1/2 yrs ago. I HATE, HATE, HATE this washer! LET ME REITTERATE--I HATE THIS &*%$(@ING WASHER!

Both machines are digital function and last Friday 2/20, the Power Button on the washer wouldn't come on when pressed. My husband called the Repair Center and was told they couldn't send a Service Tech until the following Friday (2/27).

This is totally unacceptable! In THIRTY years of purchasing ALLl our appliances from Sears, this is the first time (and the LAST) I have had to wait a WEEK just to get a repairman in and another week for a part to arrive. Well, the part (circuit board) arrived yesterday and we have a repairman coming Friday 3/6 between 8AM & 5 PM!

Sears has lost a longstanding Best Customer and we will NEVER buy another thing from Sears ever again! No wonder this store is in the crapper but NOT going down FAST enough! Sears & Kmart they deserve each other!

C & J Zbornik

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b. carr
80 Ramblewood Drive, US
Nov 21, 2008 8:25 pm EST
Verified customer This comment was posted by a verified customer. Learn more

My machine is only 1 & 1/2 years old. I also got the F 50 signal. I called Service Dept. and scheduled an appt. Made arrangements to be home. Sears didn't have the courtesy to show up nor call. The next day, the service man did show. Couldn't repair due to having to order many parts. He rescheduled me for a week later. He also told me that Sears had a problem with the machine and the machine had been revamped. Image, I'm looking at over 10 days without a washer. When I called the "Supervisor, I was told to visit a laundromat. I paid over $1200. plus tax, plus extended warranty. I have never been so appalled before in my life. Sears should never state, Satisfaction Guaranteed". I asked them to overnight the parts and they said it wouldn't happen. They also told me to go to Aaron Rents or somewhere to rent a machine. After, they make the sales, the customer service stops. I will never buy anything else from Sears

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susan smith
,
Oct 02, 2008 1:38 pm EDT

my oasis went out about the exact same time with an F51 code...I also was told these washers were being recalled, and mine did qualify. I called today to schedule service, but was told by a very rude "phone person" (not their real title, I will not say it was customer service person because for obvious reasons), and also was told it did not qualify. Asked to speak to a supervisor, and they hung up on me, called me back 1 min. later, and hung up on me again. What a bunch of deadheads. Who does Sears think they are fooling? THEY MUST KNOW THEIR TIME IS LIMITED (IF THEY HAVE ANY TIME LEFT IN SALES).
THEY MUST BE SMOKING CRACK.

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judy Sharlip
,
Sep 05, 2008 6:50 am EDT

I am now on my second Oasis machine and the 7th repair visit. Randomly, the machine gives me an electronic signal F51 and it will not function. I am left with a full, wet laundry load, the repair person shows up, giggles things around, temporarily fixes the blasted machine, only for the same thing to happen again. When I spoke to Sears about the lemon law, one person says I qualify, the next says I do not, since no parts were needed. Is there anywhere to go to get help? I will never purchase another Sears machine.

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Sears - washer repair

Sears is one of those companies which has the worse customer service. We bought a washer from Sears with an extended warranty & paid $100.00 every year for 3 years. We didn't have any problem with the washer for first 2 years but the 3rd year we started having problem with the machine. We called in for repair and they schedule the appointment. The tech...

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Sears no repair

I am beyond angry at this point and I am tired of talking to people who are trained to tell me they can't do anything for me.

I'm kicking myself for this but last Monday night, I called to make an appt. for service because my freezer wasn't working well. They told me it would cost $75 just to come out plus parts and labor for the repair OR I could purchase a repair warranty for $250 which would cover the repair and if the repair costs less, I could get a refund. I got the repair warranty.

They told me someone would come between 8 am and 12pm on Tuesday. Someone finally showed up at 4pm. No one every called to update me that the tech was running late. The tech diagnosed the problem in 5 minutes, changed the motor on the fan (which I know was already working) and was out of there in less than 30 minutes. That same night the freezer is still not working and now the refrigerator is getting warm so I called back and they tell me they can't get someone here until Monday of this week. I called back Wednesday morning and finally got someone who was able to schedule an appt. for me from 9-5 that day (yes, the day before Thanksgiving). At 5 pm, he shows up and after 5 minutes, he tells me my compressor is bad and it will be 5-10 days to order the part and fix it.

Plus it would be an extra $144 since my warranty only covered me to $500. I refused to pay, he ordered the part anyway and scheduled the repair for yesterday morning, Thursday. At 10:45 the tech calls because he's on the way. I don't have the part yet so he can't come. At 11 am, just 15 minutes later, the part comes. I call back and I'm told the tech will come back. At 3, I call back and I'm told the tech will not call back and the next available appt is Dec. 5. He forwards me to someone who seems to understand the situation and she says she will talk to the routing mgr and try to get me in for today or tomorrow and she will call me back.

Of course, no phone call, I call back this morning and I'm given the Dec. 5 date again. The CS reps won't transfer me to the local dispatch and they won't force an appt for me because it's a 3 hour job they say. I spent about 3 hours on the phone this morning trying to get an earlier appt. No success. I tried to get my warranty refunded so I can call a local repair man. No success. The first useless appointment used up the cost of the warranty. I am livid at this point.

At the risk of sounding like a spoiled brat, I want my refrigerator fixed ASAP! I have a 3 and 4 yr old and trying to provide meals for my family using a dorm size fridge for 2 weeks is unacceptable.

Fast forward to Dec. 5, the tech comes at approx. 11:30. Gets right to work installing the compressor. After 2 hours, it's in and the fridge still doesn't work well. He waits a bit and opens more of the fridge. Then decides that the problem may be the freon flow so he vacuums it out and refills and now the fridge seems to be working. Had a competant teck done that at the very visit, Sears and I would have saved alot of money. I'm out the money for the warranty, plenty of spoiled food in excess of what I will be reimbursed, money spent on fast food, and money for another small fridge to hold us over. The worst part is I did not get one sympathetic cs person out of the 20+ that I've spoken too. They must hear my same sob story all day every day. It's ridiculous. A 4 yr old unit should not be broken so soon in my opinion. Not if it were a quality product. My only saving grace is that I got a WONDERFUL repair tech to come today. If it were one of the others, I'm sure they would have replaced the compressor which wasn't broken and left before realizing the refrigerator was still not working. I am beyond upset and frustrated at this point.

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Tori
,
Oct 01, 2008 3:39 pm EDT

Hey, take a look at the user manual that came with your fridge. If you don't have it anymore, look it up online. I think that the compressors in Sears refrigerators are covered for 5 years. Read yours carefully and see what it says. The full five year warranty on the compressor for my fridge (2 1/2 years old--just had almost identical problem as you) had almost the exact same wording as the full one year warranty on the entire fridge. So when they tried to tell me that I would have to pay for labor, etc., I insisted that no, Sears was going to have to actually follow what their warranty said. It took talking to a lot of people there for a couple of hours, but they did cover it 100% AS THEY SHOULD HAVE.

Here's what my warranties say. Notice that the wording is the same, expect for the years, and what is covered. That means if all the expenses of parts and labor are completely covered in the full one year warranty for the fridge, then they are completely covered in the full five year warranty for the compressor: (words that are different are in brackets)

[One] Year Full Warranty on [Refrigerator]

For [one year] from the date of purchase, when this refrigerator is operated and maintained according to the instructions supplied with it, Sears will repair

[this refrigerator]

free of charge, if defective in material or
workmanship.

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[Five] Year Full Warranty on Sealed Refrigeration System

For [five years] from the date of purchase, when this refrigerator is operated and maintained according to the instructions supplied with it, Sears will repair

[ the sealed system, consisting of refrigerant,
connecting tubing and compressor ]

free of charge, if defective in material or workmanship.

Sears needs to HONOR the warranties they give to people who trust them to do so! Make them do it! What they're doing is so wrong. You shouldn't have had to buy ANY additional policy at all or pay ANY additional funds. That extra policy (called a Service Smart Agreement) can still be cancelled because you have 60 days to cancel it. Here is the number for cancellation--[protected].

I hope this helps. It makes me upset that because I happened to find some of this info online and knew this, that they paid for mine after talking to enough people. But they're ripping everyone else off.

Good luck!

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8:56 am EDT

Sears super bad service at sears portrait studio

We took my daughter to portrait studio for her 2 years old birthday on August 11, 2008. we met the worst service!

1. When my daughter climb a chair, the lady in studio did not pay attention to her and move the chair away and make my daughter falling down to ground! and the lady did not apologize for it. Instead, she said "what's her doing?" This is absolutely kind of rude! what a shame!
2. The lady in studio let us choose the background, we choose "sunroom", but finally she did not put any background when taking pictures for my daughter. We mentioned that, but she did nothing at that time. Ok, the employee from Sears should not promise anything if she can not do it.
3. She said a lot that my daughter was very tough. this is also a kind of rude, I think. you know, a 2-years old girl is a little active, this is very normal. If the employee from Sears is not patient at all, she should not work in the studio because she will deal with a lots of babys, toddlers who are "tough".
4. I did not argue with the lady in studio today because we do not want to argue in front of my little daughter, but I really angry about the service from Sears portrait department today. You know, we get pretty good service last year when my daughter was 1 years old. That's why we came back today. But we are so disappointed this time. I believe no one will came back again if they got such services!

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budgetconsumer
Mebane, US
May 18, 2010 7:30 am EDT

Why werent you watching your child, it's the photographers job to photograph you child not to watch her every move. The photographer has lighting equipment, backgrounds, the camera, and a computer system all to control while trying to capture the perfect expression of your child. The parents only job while in the camera room is to keep an eye on the child. What happens when your child falls at home, who do you blame then?

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okcgal29
Any City, US
Jan 12, 2010 3:54 pm EST

All I got out of your "complaint" is that you stood idly by and watched as your child climbed all over the place and you did nothing to control her.

I don't really see why you wrote to complain.

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UsedToBe
, US
Jan 07, 2010 12:20 pm EST

I can guarantee you that the person you experienced was not an untrained associate, but in fact, the manager. That "what's her doin" is the tip-off... she's the only one I know there who says that.

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Tanya Santana
3104 Birchlawn Ave nw, US
Aug 31, 2009 12:26 pm EDT

I have a better one then that, , my friend took her 8 weeks old baby to Sears to have his first real photos taken other than the hospital pics, , as the photographer was taken his photo a large piece of equipment fell on his head and crushed his skull, , , Has has surgery and a lot of cranial damage and at this time still to much swelling to see if any punctures in the BRAIN ! Valley View Mall, , , Roanoke Va, happened Thur, Aug, 27, 09 he is still in PICU his name is BRYANT please keep him and his family in your PRAYERS !

This Sears has had many complaints do to OLD EQUIPMENT and that is all on SEARS !
What would you do, , ,

I will no longer shop at SEARS due to there bad JUDGMENT on when OLD IS OLD, , ,

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fail
hamburger, US
Aug 30, 2009 8:13 pm EDT

Hard to understand most of that, I would say the associate was just untrained for what they were doing and was making lots of mistakes. People sucking at their job is not an isolated sears issue.

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SD82
, US
Aug 30, 2009 8:07 pm EDT

Your daughter wouldn't have fallen off the chair if you, her mother, were watching her closely

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jo
,
Oct 11, 2008 9:37 pm EDT

i went to sears portrait on 9/28 to have photos taken of my daghter so that i could send it to family. the staff was busy taking care of there personal business and when they finally took the pictues of my daughter the photographer was very unprofessional. to top of the situation my pics were due on 10/06 and when i went to pick them up they were cut so poorly that the pics had about an 1/2 an inch missing from the sides. i asked to have tham reprinted - my daughters pics had missing parts of her dress- and her toes. it took then another two weeks to reprint the pics- now the pics were messed up through no fault of my own. call me silly but i don't think i should have to wait one month for pics- especially if i paid 200 for them

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4:13 pm EDT

Sears sears service dept is a joke

COMPLAINT:

My dishwasher broke a month back and I called sears. After I told the customer service guy that my dishwaser had stopped working and I tried fixing it but was unable to he convinced me that I should get the service agreement which would cover everything for 1 year. It was going to cost me $220 but I said fine if it rids me of the hassle for a year.

So he charged my card and set up and appointment a week from then and gave me a time-slot from 8am-5pm. I called up on the morning of the appointment date and they told me the technician should be there by 12. The techinician didnt arrive till 3pm and he took one look at the dishwasher and said he cant to anything because the door was taken out and he would need 2 ppl to fix that (nobody ever told me while selling me the service agreement), so my entire day was wasted.

Next day I called up again to setup another appointment (the earliest was another week later) and this time I requested 2 ppl be sent as the technician had told me. Again I called up on the date of appointment to confirm and they told me that they would send 2 ppl and that the techinician should be in by 12. Needless to say the techinician never showed up, he called me up and said he couldnt get the other person so he wont be coming thus wasting another working day for me. Moreover, he told me that the service agreement was cancelled because of the door beign taken out. He did this by himself with nobody bothering to inform me of this, moreover even though according to him the service agreement had been cancelled, they had happily booked me another appointment. On top of all this when I called the recovery dept they assigned me a case number but the rep with id 11194 was totally a mean person and didnt even acknowledge that sears was at fault.

So the end situation is this .. my dishwasher has been broken for over a month, sears has charged my credit card $220 allready and wasted 2 working days for me withouth having the decency to even fix my dishwasher. This is completely outrageous for a company its size, needless to say I would never be dealing with sears service again, morever I would inform bbb.org and any consumer complaint agency of the aforementioned.

Regards,

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Jay C. Greenberg
,
Sep 25, 2008 3:42 pm EDT

We purchased a top of the line Kenmore bottom freezer refrigerator in 2000. Also purchased the MA for 3 years. Well, the month after the 3 years of the MA expired, one of the bin side bracket arms (plastic) broke. I went to Sears and purchased a replacement bracket. Installed the bracket and it failed again IN THE SAME PLACE less than 90 days later. Replaced it again and it FAILED IN THE EXACT SAME PLACE AGAIN!

Now, 2008, I have replaced this same bracket over 12 times and each time it failed in the EXACT SAME PLACE each and every time!

I have written the CEO for Sears 3 times to no avail. We had continued the MA all these years and have had other problems last year where the refrigerator started to warm up and had maintenance to repair it. A couple of months later, the ventilation fan started to fail (bearing made a lot of noise) and other plastic parts of the interior have cracked.

In December 2007 after my second letter to the CEO of Sears, I received a phone call from a person in at the National Customer Service department for Sears. I was told that the next time I had a problem with this refrigerator, Sears would replace the refrigerator. I was give a case number, name and phone number to call. I did this last month only to be told that there was nothing in the case file stating that Sears would replace our refrigerator. So, I wrote my 3rd letter to the CEO and never heard from Sears.

I went to the local Sears store yesterday and spoke with the Store Manager who listened to my complaint and to some degree, understood my fustration. She took my information and said I would receive a phone call within 24 hours. A few hours later, I did receive a phone call from Sears. I was told that I needed to have 3 MAJOR failures in one year before Sears would replace the refrigerator! And, I did not have one major failure! Lets see - refrigerator not cooling food is not a Major failure? And, I guess the bearing for the main fan going south for the winter is not major?

Needless to say, nothing I could say would change this persons views on what I was told by one of their National Customer Service personnel who was calling in response to my writing the CEO for Sears.

Bottom line - I no longer will purchase anything from Sears! They do not stand behind their product nor their word! DO NOT PURCHASE ANYTHING FROM SEARS!

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Sears unprocessed refund and no product

Bought $17000 in kitchen appliances in March 2008 from Sears at Montgomery Mall, Bethesda, MD. Everything came except the refrigerator which was scheduled later because Kitchenaid required their own installation and only after the cabinet to house the built-in fridge was built. Remodeling schedule was on track and in June 2008 we scheduled the fridge delivery for 8/15/08. Sears delivery company tried to deliver it 7/16/08--30 days early. 7/16 I spoke with Jack at the Excel Delivery company told me the woman I had been working with was fired and they don't know why it was delivered early. The delivery company returned the refrigerator to Whirlpool because they couldn’t store it for 4 weeks and told me that I would have to order it again from Sears. 7/19 Loree, delivery company manager said that Whirlpool said they refunded the fridge already. No refund has been credited to my credit card and I spoke with the bank and they were not holding any transactions. 7/28 I went to sears and spent 1.25 hours trying to get this fixed without success. Gave it a few days more for a refund to show up on my credit card. 8/6 Loree said she can't help me anymore, the computer says I have been refunded though my credit card company has no record of refund. 8/6 I printed my credit card statement all the way back to 6/26/08 and spent 1 1/2 hours at sears with a Dennis who says he was the manager and that it was the Sears helpdesk that needed to fix the problem. He said he would call me the next day and get an email. Never heard back from him. 8/11 called Sears and left a message for Dennis to call me immediately. No response. 8/12 my credit card bank still has no refund processed. I have spent more than 3 hours during 2 visits to Sears (with 4 kids in tow) trying to get this fixed and another 4 hours total on the phone. I can not get anyone at Sears to process the refund so that I can order the refrigerator again. The delivery company blames Sears, Sears manager blames Whirlpool and the Sears helpdesk, and I can't get anyone to do their job and fix this order so we can get the refrigerator we paid for in March 2008. I have no refrigerator and I am out $8180.95. No one should ever buy so much as a pair of socks from Sears. They have absolutely NO customer service, and no accountability. There is no information on line to escalate up through management either.

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12:35 pm EDT

Sears phishing attack

I ordered a part through SearsPartsDirect.com. My anti-virus software blocked the acknowledgment e-mail as containing a phishing virus:
Phishing.Heuristics.Email.SpoofedDomain
MAIL FROM: [protected]@m.e.searspartsdirect.com

I will never buy anything from Sears again. If there is a class action suit that encompasses all of Sears actions, let me know so that I can join.

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Weldon
Fairview, US
Feb 09, 2009 9:53 am EST

Phishing.Heuristics.Email.SpoofedDomain means your anti-virus program thinks it is a fishing attempt, but does not mean the message is a virus itself. This can be thought of as the message was blocked as being spam. Either the message from Sears was poorly formatted or your anti-virus was out of date or both. In any case, this can be thought of as a false positive.

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Sears rude, cold, impersonal service

I wanted to comment on the Corinth Sears since Danny and Linda Woodruff have taken over this store it has gone to hell in a handbasket. This store used to be a great place to shop in Corinth. In fact Many times my wife and I were looking at something at either the Memphis Sears or the Tupelo Sears before purchasing it we would check to see if we could get it through the Corinth Store and if Possible Buy it there. We've bought a 46" tv. a large Treadmill, window air conditioners, a large upright Freezer, and a over the stove microwave. All of this just in the past 3-4 years. It is very safe to say that we are very well established customers of the Corinth Sears. On December the 8th of 2007 my wife and I were in the store an looking at a home Theater Surround Sound System to replace the one that had stopped working. We left to shop around and look at other systems, and she secretly called back and purchased the item over the phone from a sales assioate named Cindy. on Christmas Eve she gave the the system to me as a Gift. Upon opening it my first thoughts were that this was not the same box that I had looked at in the store. when I opened the box I found that the system was very used. one side of the unit was dented, the speaker towers were scratched and there was no paper work nor remote in the box. We made the decision that we would return this unit to the store and find something else. On the 26th we purchaced a different system at the Tupelo store and made plans to return the original one to the Corinth store on the 27th. Upon entering the store around 1:45pm on the 27th we were approached by store assioate "Cindy" and after telling her what we were there for she advised us that her "manager" (the owner Linda Woodruff) was at Wal-mart shopping and had been gone about 25 minutes and would return shortly, and that since this was considered a "big ticket item" that the return would have to be done by the owner. We told her that this would be fine and that we would just Wait for her to return. After about 15 minutes it beacame obvious that our waiting was not accaptable to Cindy and she began calling her manager to see if she could go ahead and process the return. As she was trying to ring up the return the managers husband (owner Danny Woodruff) called and informed Cindy that she would have to charge us a 15% restocking fee since I had not brought back the Remote or Manuals that should be in the Box. I told Cindy that this was unaccaptable as I was returning the unit because it was missing these items. She imeadeatly became very defensive and rude with us informing me that if I wanted to return the unit I could pay the 15% or wait until the manager returned from the Bank and talk to her, again we advised her that we would wait. This only seemed to fuel her anger. After well over an hour of Waiting she informed us that the Manager had called again and stated that she would be there "shortly". My wife asked her what shortly meant because she had been telling us shortly for over an hour. Cindy spun around on my wife and started yelling at her that she did not know when the manager would be back and that she had told us it would be shortly and that was all she knew and that if we had any problem with it we were welcome to leave any time and she once again disapeared into the back stockroom. after a few minutes she came back out and was waiting on another customer when a police officer walked in wanting to know what the problem was. we all just kind of stared at him not knowing what to say. finaly my wife spoke up and said that the only problem that we had was that we had been waiting over an hour and a half for the manager to return to process our return. my wife turned to Cindy and stated, "oh my lord, you called the police on me because I wanted to return this!?" the poiice officer stated that he had been dispatched to the store because a customer was yelling, and screaming at the manager and being Belierent with her (the manager that at this point was still not even in the store) after the police arrived it was still around 30 to 45 minutes before the manager walked into the store. when mrs Woodruff walked in she came through the door in a huff, obviously mad that we were still there waiting for her, as soon as she walked up she got in my wifes face and yelled to her that she had already had 2 rude customers that week and she was not going to put up with our crap. I told her that paying 15% for returning this item was simply un-acceptable and she mouthed off a little wile about different things and then finaly stated that she was going to refund our money but that she DID NOT WANT TO. after several minutes of typing on the register she handed us a recipt showing our credit and lo and behold it was 15% short of what we paid for the system. I informed her again that this was unacceptable and the police officer pointed out to her that she did say she would issue a full credit and that she needed to do so. so she placed a call to Sears Corperate hotline to find out how to do this. While on hold she turned to us and pointed out that we had purchaced this 20 days earlier, why were we just now returning it. we reminded her once again that it was just a couple of days after Christmas and it had been a Christmas Gift and there fore had been hidden for the 20 days in question. Finally after talking to her district manager she was able to refund our full purchase price, but never not one single time did we get any type of apology from either the Rude clerk Cindy nor mrs Woodruff. We have spent the days since then telling every one that we can about our experience and it will be our goal that no one we know will purchase any thing from this Sears store as long as Mr and Mrs Woodruff own it. If you find this comment helpful, please call Mrs Linda Woodruff at the store [protected], and let her know the story is out on how she treats repeat customers.

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Sandra Harris
,
Nov 28, 2008 7:21 pm EST

On Black Friday, my 70 year old mother who just had knee surgery went to Sears to Get a doorbuster special for one of her grandchildren for Christmas...she waited in the long lines for an hour, she was one of the first ones in, she went straight to the electronics dept. and was the first one there...for a Sony I-Pod dock. They didn't even have any ...it was in their ad as a doorbuster special and didn't have a single one in the whole store. Never got them in. So My Mom went home angry.Why would you be allowed to publish a sale on something you don't even have and they were not giving out rainchecks. Sears has really taken a fall on customer service and reliability! We will no longer be going to Sears to shop!

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L
12:48 pm EDT

Sears kenmore washing machine

WOW--Our poor landlords. They purchased the Kenmore Oasis Elite Washer/Dryer. You got it---on both machines the circuit control board just stopped for no reason.

Guess how the Sears service was---You got it--same as everyone elses. They knew the problem, came with out the part, now is the time to wait for the part to be sent to the house and then call them for a repair set up. Sad part--our landlords have a 4 year warranty.

Fortunately we were prepared for the lack of customer service and attitude from the many reviews on the internet. We are telling all people to stay away from Sears. Money and mostly TIME are too costly to deal with a company so disreputable.

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VBettis
,
Nov 10, 2008 6:04 pm EST

My Kenmore Elite quit working. The control shows F6 error. Next Friday the fourth repairman will come out. The repairmen do not make the determination of when the machine gets replaced. Tech services does and the homeowner is not allowed to talk with Tech services. NEVER NEVER NEVER buy from this company. Their warranty is a joke. The repairman told me they do not have the tools to determine what is wrong with the control boards. Only the manufacturer does and Tech services will not allow the repairmen to remove the control boards and send them to the manufacturer and will not approve them being replaced. The sears representative on the phone said they would just keep sending repairment out until they figured out what the problem was. That is their warranty. You sit home for hours waiting for someone to come out and the machine still will not work. The rep offered me a $50 gift certificate for the 12 hours I've waited so far. Like i'd ever buy anything from Sears again!

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12:22 pm EDT

Sears bbq

Aug 4, 2008 13:30 approx. Looking for a new BBQ ... found a model on sale Broil King 90 ... looks great nearly $200 off and I ask "can you assemble it and deliver it for a fee?" No we can only deliver. I said "that would be a deal breaker" Oh well was the response. Un Frigging believable. We went to Home Depot and bought a similar model ... that was actually better and they assemble and deliver.

Sears Canada ... oh well .

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Chris
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Aug 09, 2008 12:06 am EDT

So ... lemme get this straight.

Sears Canada does NOT do assembly.
And you're upset because they don't offer you an optional (read: NOT OBLIGATORY) service for you?

This is one of the stupidest complaints I've ever read. What was unbelievable? The fact you didn't get your way, or that you couldn't get a BBQ dirt-cheap at Sears? You're just upset Home Depot didn't offer you the low price. Get a life, buddy.

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J
5:18 pm EDT

Sears awful repair run around

Last August I bought a Sears Kenmore that worked for less than 2 weeks. I wasn't worried, I had purchased a 3 year warranty. Beside this was Sears they would stand by their product. Then followed 8 appointments in which Sears did everything to not replace the unit. They replaced it's condesors and piping, it 's electrical switching. The Sears technicians even put in their reports that the unit was not repairable. I estimate they spent much much more than the unit was worth ($230).

Finally this past April, a department at Sears called OneSource said ok, they'd ship me a replacement. A week later they changed their mind and told me I'd have to return the unit to the store for a replacement.
I returned the unit to the store only to be told that no they would not replace the unit, they would have it repaired. I said that as I had waited 6 months and been promised a replacement that it was now their problem.

I walked out of the store leaving the unit behind. I filed a complaint with The City of Yonkers Consumer Protection Bureau. At the hearing Sears failed to appear. They were fined $500 for deceptive practices and ordered to re-imburse me $352. I have not heard from Sears so with this judgment, I am now taking Sears to small claims court.

Note, when buying from Sears, you should be aware that if a warranty repair becomes too difficult or costly to them, they will, as they did in my case, walk away.

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rantam
Appleton, US
Jul 23, 2013 5:32 pm EDT

Sears recalled our dehumidifier because it is dangerous. For our $300 dehumidifier they claimed we would receive a $100 check and a $25 gift certificate in 10 days. Big surprise after a month nothing even after numerous calls and emails. I think they need a lawsuit for more then just the ones that started on fire, now they need one for the people who got ripped off for just having one! I hope one of my friends gets in on this lawsuit and gets lots because obviously they don't plan to pay anyone unless they get sued!

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.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

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

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

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