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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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12:25 am EDT
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Sears A real lemon

We purchased one of Sears’ top-of-the line Kenmore Elite Oasis HE washers -- model 27082. Not only were there significant load-balancing problems causing extremely loud rocking, when the Sears repairmen came to repair the knocking and rocking problem, we discovered that the entire interior frame was completely corroded (not rusted, but corroded!) The appearance of the interior frame was like that of a washer that had been abandoned and exposed in a junkyard for the past two decades. The balancing problems and corrosion were so severe that their own Sears servicemen recommended that I purchase a new washer (from Sears, of course). My new tile floor was ruined from the rust and corrosion.

Most infuriating, Sears’ dishonest Customer Service Department was never forthright in revealing that these high-priced Elite Oasis HE washing machines were overburdened with significant mechanical problems. My brother-in-law showed me the product reviews for this washer and I was stunned! I requested a refund for this “lemon, ” and the Sears Customer Service Department made a magnanimous offer to resolve this problem with a 10% discount on another Sears washer, which is truly preposterous. Sears has proven that they are hardly inclined to stand by their products. Over the past 30 years, I’ve been a regular Sears customer, but I will never buy another Sears appliance.

I will be joining the class action suit against Sears for (1) deceitful salesmen not being truthful when asked about the quality of their products, (2) gross product negligence, (3) damage to my floors, and (4) concealing any knowledge of these problems.

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6:34 pm EDT
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Sears repair scheduling

We scheduled an appointment with Sears Appliance Service to come out and check out our Kenmore gas range. The appointment was scheduled for August 11, Wednesday between 1:00 p.m. and 5:00 p.m.

On the preceding Tuesday, we received a call from Sears to confirm the date and time. We confirmed it.

On the day of the appointment, the Sears repair person called at approximately 3:00 p.m. to tell us he would be at our house within fifteen to twenty minutes. Five minutes later we received a call from the Sears dispatcher. He said he had an emergency and needed to pull our scheduled repair person off of our job. He said if we would agree to this, he would absolutely promise to have a repair person at our house the following morning at 8:00 a.m. We agreed.

About thirty minutes later we called Sears back and asked if they could verify that the repair person would definitely be at our house at 8:00 a.m. the following day because we had to both be at work at noon the following day. The person at the phone said she would make a notation as such and there would definitely be a repair person at our house at 8:00 a.m.

The following day, by 8:30 a.m. we had heard nothing from Sears – no repair person. We called the Service department to see what happened. That person talked with their dispatcher and he indicated that their people were running late and would not be able to come to our house until after noon – more than four hours beyond the promised time.

We expressed some frustration at this and were told that they would not have promised anyone by a specific time because they did not make promises such as this.

After hanging up we called back and talked with a Customer Service person. She refused to let us finish a sentence and kept talking over us every time we tried to talk. She finally did agree to credit us fifty dollars toward the service call and they still could NOT be there until some time after noon.

We expressed deep frustration at this but she still would not let us finish a sentence as she kept talking over us. We finally hung up out of frustration and despair.

Then, twenty minutes later at approximately 9:20 a.m., their service man called to say he would be at our house within fifteen minutes.

He did, in fact, arrive as he had promised but he knew nothing about any credit. We paid him the full bill and did not argue further because we just wanted to be done with Sears.

We own five Kenmore appliances. Nevermore. Stay away if you ever think service might be needed from them.

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JIM MCKAMELY
,
Jan 12, 2008 12:00 am EST

Oven broiler came on without any warning. No info that oven was turned "on" on the control panel. Very dangerous. 12 years old. The gas valve and electric was shut off to stop the problem. This is not fail safe design.

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7:13 pm EDT
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Sears delivery truck

Had a sears delivery(box truck) cut me off today... I was on the Oakland Expressway in Topeka Ks, around 6:15 pm, as a vehicle in front of me was moving slower than the posted speed limit. I gave room between myself and the slow moving vehicle... As I look in my rear view mirror, here come this big truck... they decided to pass me on the on ramp for Seward Ave., as they passed me I slammed on my brakes so they didn't push me over into oncoming traffic... This is B.S. YOU DON"T PASS ON AN ONRAMP, ESPECIALLY IF YOU WERE ALREADY ON THE HIGHWAY If the truck has air brakes, CDL is required, and you should have more responsibility than that...

It wouldn't have bothered me so much if my 15 month old son wasn't sitting in the back seat...

Tag # on the truck 167 ANJ WY KANSAS

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1:14 pm EDT
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Sears automotive fraud

August 11, 2010

To Whom It May Concern:

I have an unfortunate occurrence to report to you that occurred on July 27, 2010 at your Palm Desert Auto Center (44430 Town Center Way, Palm Desert, CA 92260).

The service person informed me that I needed a new battery, after I described that my car engine would quit while driving and then would restart again, in a few minutes.

When I left, the same thing occurred, so I returned immediately and they decided I needed a new alternator.

The total cost to me is $490.76, plus an entire day of lost wages, $272.00. Copies of all documents and photos are available. (they were too large to upload).

When I drove home, the car was still idling low. I brought my Toyota Solara 2002 to my personal mechanic. He found that the PVC Hose was loosened, which really created this problem. I was misled to believe that I needed a new battery and an alternator. My mechanic also discovered that I did not need an alternator, nor were their signs that I needed a new alternator. Also, I paid for a rebuilt alternator, not a new alternator. Their alternator was spray painted, made in China, NOT a Toyota alternator, which lasts the life time of the car. In fact, all that was required was a simple fix of clamping the hose (photo available), which my mechanic performed free of charge. They also informed me that my AC compressor needed to be replaced. This is not true.

I am not sure if this situation occurred because of poorly trained mechanics or outright fraud. Either way, I was duped out of $490.76 and the loss of my day’s wages. When I found out that I was intentionally misled, I was very disappointed in Sears Corporation, as a whole. I specifically went to Sears Auto Center, because as a woman travelling alone, I thought it would be a reliable and trustworthy company.

Please refund my money immediately, or I will be compelled to report this incident to the Better Business Bureau and www.autorepair.ca.gov. There are also multiple web sights to share and warn other potential customers, as well as, family and friends.

Sincerely,

Jessica Krieger

[protected]@yahoo.com
P.O. Box 431
Placentia, CA 92871

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12:33 pm EDT
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Sears shipping/delivery/sales

I needed new washer and dryer on Sunday. I checked Consumer Reports, discovered the Sears Kenmore line had high marks, and features wanted.
I looked up items on website, noted items were available for delivery and called our local store. After inquiring if the wanted items were available and assured that they were, I went to store to purchase a very expensive washer, dryer and two pedestals. I was assured of next day delivery by sales person.
After returning home, I received a computerized telephone call four hours later (7:20pm) stating that the items purchased were not in the warehouse and were not available for delivery. I waited for a call back to re-schedule. One day off work to receive merchandise.
The call back came at 9:30am next day(Monday) and was told that the Items that I had purchased (and PAID FOR) were delayed at shipping center. I asked them for a delivery date and time, they replied tomorrow between 8:00am and 10:00am (Tuesday). Two days off work waiting for delivery. I called shipping to confirm the new delivery date and time and was told the items were held up at manufacturer. No delivery date offered. I was told to wait 24 to 48 hours for a call back to re-schedule for delivery.
8:35pm Tuesday night, received call from Sears shipping that the items were being shipped from Dallas (a day and a half drive by truck) but the truck was late. Delivery would be Wednesday morning. No time offered.
Wednesday morning, 10:00am, three days off work, I called shipping to attempt to find out when my $2012.49 washer and dryer were to be delivered. Was told that items were still at manufacturer, but delivery would be made on Thursday. No time offered.
I then called Sears product information and was told the items were available for next day delivery. I then attempted to contact the store General Manager three times in succession, one hour apart, told each time she was in a meeting.
I have been getting the proverbial run around for three days. Is this standard practice?
If I sold a box of rocks to someone, and told them that, yes indeed, their box of rocks is sitting out in our warehouse, and it would be delivered to them the next morning, if I had to go out and dig up the rocks to fill the promised order, by god, it would get done. If that box of rocks were not physically sitting out in the warehouse, when asked when they would be delivered, I would find out when it would be BEFORE the customer paid CASH for that box of rocks.
This is the last time I purchase ANYTHING from Sears. I do not have anyone available to be here to receive delivery, so I am forced to take unscheduled days off from my job to be available for them. If no delivery is made by tomorrow, I will be canceling the sale, the card, and they can sue me for the restocking fee of 15% per item. My job is not worth the hassle of waiting for this. Not a dime, will be paid.

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wasteoftimestore
, DE
Jan 09, 2012 3:09 am EST

this sears is the worst.
they have the worst coustomer service I have ever seen in my life.
they have a employees there that sexually harrass employees as well as coustomers.
they are verry Unprofessional.
I would not suggest any one to shop at that store for anything.

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6:25 pm EDT
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Sears services-customer care

Hello,
Please having read all the complaints against SEARS CUSTOMER SERVICE I would have to agree that SEARS has definitly earned their BAD REPUTATION easily.

I am just hoping my Kenmore Coldspot gets repaired. THEIR SALES & WARRANTY GUY WHO TOLD ME HE WORKED FOR A TELEMARKETING TIME SHARE COMPANY
WAS TRULY WORTH HIS WEIGHT IN PURE HOGWASH. He should get a reward for his out and out lying. He was terrible. He would have made a really really good used care sales person. He was ruthless in his steadfast attempt to sell me another MAINTENANCE AGREEMENT PLAN.

PLEASE DO NOT BUY ANY APPLIANCES FROM SEARS-BUYER BEWARE! I spent all that money for a Maintenance Agreement plan & I feel disappointed that they are furthering the recession with their blant disregard for peoples concerns. Like they are laughing at our foolishness in purchasing the products that they are selling. Maybe the appliances are all defective to begin with in the first place like 2nds from the factory. Already, needing better parts. Its like outsourcing-the parts were illfitting-not right, or faulty.

Have a wonderful day at another company far far away from SEARS WHERE AMERICA REFUSES TO SHOP AT SEARS
Blessings,
Margaret Sutter
THE SERVICE DEPARTMENT SHOULD BE CALLED SEARS UNCUSTOMER UNSERVICE DEPARTMENT

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9:06 pm EDT
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Sears f1 error message and weird sound

We also have the Oasis washer. It worked just great for a few years. It was very quiet and washed the clothes. For the past couple of months, the washer will pause and make a beeping noise...and display F1. I can press the Stop and then the Start and it resumes. But, now it makes a loud sound during the spin cycle like it's about to explode or something.

Does anyone know what the F1 message is supposed to indicate?

Thanks,
[protected]@earthlink.net

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whbar
Lafayette, US
Aug 15, 2010 6:55 pm EDT

my machine is approx 2 yrs. old. many problems. had lid hinges changed out 1st 6 months. water hose to tub broke. electronic board flashing F1 and not working. tech ordered wrong board. replace correct board $500. finally after 2 months - working again.

an ongoing problem for this machine is that it has never, never, completed a successful wash cycle without having to restart machine.
when the machine starts to spin the clothes are not balanced and as the machine speeds into the spin cycle, the tub wobbles and causes the machine to bounce and jar sideways and then it shut itself down. 5 people in house and someone would always notice and re-position clothes to finish. sometimes have to reposition several tries. at home on vacation it came to my attention during a few day of lots of washing that people were constantly having to reset washer to finish. including myself. some one made the comment that it will not, abd has not ever completely finish by itself.

bought the matching dryer also. had to replace the electronics board on it too. flashing F1 and F3. and would never stop beeping. on or off.

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7:00 pm EDT
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Sears job interview

To whom it may concern,

My name is Kayla Jenkins. I applied to Sears for a position in Sales. The position that I applied for was partially commison based. Before I completed the application I was asked to pick a date for an interview. Naturallay I'm excited because I've been told that Sears is a great company to work for. However, on August 8th 2010. I was most disappointed not only with the customer service that I was given but with the way that the interview was handled. I arrived twenty minutes early in hopes of showing how much I really wanted this job. I spent ten minutes trying to find the HR office which the employees did a poor job of directing me towards. They stood around and talked while they watched me aimlessly walk around in circles looking for the office. This was even after I had asked for help. I finally found it and was going to ring the door bell on the wall. But, an employee that was passing by said dont bother she was heading in to the office and would let them know that I was there. I stood there another five minutes which made me three minutes late for the interview. I assumed that they were wrapping up a meeting or something and that thats what was keeping them. I waited another five minutes and rang the door bell. They came to the door laughing and joking like i hadnt been standing there. When i got into the office I tried to introduce myself. She made a joke about not knowing how to pronounce my name. its Kay-Lah (kayla) not that hard to pronounce I assure you. When i extended my hand to shake hers she looked me up and down and then took a seat. I handed her my resume, she asked me two questions about what i did for my past employers and then she recieved a text message. She responded. She then goes on to tell me that the position that i had appliued for had already been filled days prior to me coming in to my interview. At this point I was wondering why hadn't I been informed of this? She then tells me that they have an all commision pay position for appliances. I need a job. So i am perfectly fine with this. Before I can reply to her question in regards to what Up the Way Magazine was she starts sending multiple text messages. She then tells me that she is about to get yelled at by her boss because supposidly she missed a conference call that she was suppoused to have participated in at 1 that afternoon. At this point, I feel like this isnt an interview she just needed someone to talk to and thats not why I was there. I was there to inquire about a position that had already been filled. She never made eye contact. She even went further to start checking her emails to see if it was in an old email that she may have missed. Which of course she took the time to find. While shes checking her email she starts talking about the weather. Nothing to do with the job. I felt completely disrespected. And in my opinion I feel that she came off completely inappropriate. I will never EVER apply to Sears again. I will warn my family and friends not to shop at that specific store. Because the way that they behaved, they can spend their money else where and get more respect then that.

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msdr
aragon, US
May 26, 2011 3:42 pm EDT

i have already warned my friends and family about sears. i quit because of the gm in the atlanta office. thank the lucky stars that the postion was filled. the way i think about it is. if they don't care about their office. what are they really doing to their customer. Corp don't care

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CM1986
Winnipeg, CA
Aug 05, 2010 2:31 am EDT

I agree you were disrespected cause the person seemed to not care about why you came in p, us hiring for a already filled position is kinda fishy also.

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cole minor 3
Cape Coral, US
Aug 05, 2010 2:28 am EDT

sorry where I said defiantly, I meant definitely lol.

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cole minor 3
Cape Coral, US
Aug 05, 2010 2:27 am EDT

and you know, I actually agree with this complaint, My family has been in business for themselves for their whole lives, and rather successful til the real estate bubble popped. We've had quite a few employees work under us throughout the years, and never have any of them been able to act in such a manner. We also took the time to care for our employees and treat them with respect. Not saying there were never any problems or bad apples, but in general, there's a certain way you act when you handle business. There is always the exception, but the lady doing the hiring process was defiantly not doing it right.

I will also take the time to mention to you, that even though I agree with you, I do think you were a bit harsh on your judgment of the lady. I think you were excited, then irritated and then upset with not just her but the whole situation. Is the text messaging and email appropriate? Nope, not at all.. But if the lady had hired you, I don't think you would have been so upset about her text messaging, I think you may have forgotten about mostly everything and ended up chuckling as you walked out the door. I think the fact that you didn't get the job made you go back and find every last little thing that everyone did to upset you, because looking for a job when you really really need one and can't find one and then go to a job where there wasn't even a job in the first place, it can be upsetting. I'm not saying you're wrong for feeling this way, you're a human being and you have emotions. I definitely understand where you're coming from. Sometimes in life, actually often for a lot of people, there is a phrase we use... "[censored] Happens.." I think this was a bunch of little things that alone didn't mean much, but together, really made a big impact. Hope ya find work soon : )

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cole minor 3
Cape Coral, US
Aug 05, 2010 2:16 am EDT

stealth, I'm bored, and so I've been just sitting around reading some of your comments, it seems as though all you ever tell people is negative stuff. Whats with you? Are you a cyber bully? I think you should seek help or at least look in the mirror and realize that the only reason you're here is to criticize other people for whatever reasons you may have.

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2:35 pm EDT
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Sears deliveried 5 damaged stoves

My wife and I were victims of the Nashville, TN flood (May 2010) and are in the process of rebuilding our home and our lives. Being a loyal Sears customer, we purchased our new refrigerator, stove, dishwasher, washer machine, and dryer from the local Sears store. All appliances were delivered in good order with the exception of the kitchen stove - it was damaged. The stove was purchased new and one would expect to have it delivered in new condition. The side was damaged on the first stove and the Sears representative wanted to simply provide us with a $50 gift card since the damage was on the side and would not be noticeable. For some folks, this might be ok but for us, we are purchasing a new item and want it to be delivered in new condition. Well, three more stoves were delivered one by one and they were all defective. We canceled the order and went to the store to talk to the store manager. The store manager was very professional but seemed to have little to say over the matter other than called customer service for us and we were given a $75 rebate on a new Kenmore stove that my wife liked. Today, the new (number 5) stove was delivered and guess what - it was also damaged. The Customer Service people do not care that we have been without a kitchen for a number of weeks now and that we have to pay $25 to $30 each day to eat meals outside our home since we do not have a stove to cook them on. Also, neither do they care about the many hours we have wasted waiting for the delivery trucks. Our time is valuable and at this time, we have spent more for meals than the stove cost. There is no customer service at Sears and this company has lost a very loyal customer not only for household items and tools but also for automotive items as well. Over the years, we have purchased EVERY new tire on each of our automobiles from Sears but this experience shows that Sears could care less about us as customers.

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10:19 am EDT
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Sears Poorly Installed

I purchased a new heating and cooling unit from Sears approx. three years ago. The subcontractor hired by Sears installed the unit. For whatever reason, it took him all day to do it. Two months ago the unit froze up. This pass weekend my hallway and bathroom floors were drenched with water. After calling Sears, the rep. told me they could not get anyone out to my house until Thursday, 8/5/10. I explained to the rep. that I have water all over my floor now and I need someone NOW! He put me on hold, came back and told me it will be 8/5/10 between 8-12 and it will be a $95 service charge. I asked him, how could Sears charge me for work that was not done properly in the first place. The apparatus that he unit is sitting on should have been replaced, but it was not. Due to the unit leaking, it has casued the wood to rot and the unit is unstable and leaning, it may fall any minute now. The hose that runs to the top out of the roof, was never sealed an I can look right out into the clear blue sky. It has been raining in there for about 3 years. Condensation is everywhere. I had my floor replaced less than a year ago and the area where the water is sitting is ruined in the hallway and bathroom. I truly believe that the technician tood full advantage of me being a womanand not knowing what to look for. I do not expect for you to send the same technician, because he made me feel uneasy and I think something was wrong with him. I have had 2 certified technicians tell me, whoever did this, did a rotten job. I want it done correctly Sears. You have been paid in full. I did expect more from you! Unfortunately, I am unable to attach photos.

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RLM1960
Pensacola, US
Mar 02, 2011 4:59 pm EST

Taking advantage of older women seems to be his motive. We are dealing with a defective stove and Chris Davis the owner of the Sears in Marianna appliance store is the worst person in the world for customer service. Not much better is the district rep Jeff McDormet. The stove will be returned and we will spread the word about poor service, workmanship and quality of some of Sears products. Taking advantage of a 74 year old woman will not earn you brownie points at the pearly gates.

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Sears 32& memorex tv repair

Dec 7, 2007 I purchased a Memorex 32" LCD HD television with the extended 3 year warranty . This TV needed repair which I dropped off at the repair center at the Greensburg, Pa store . According to my service agreement I was entitled to a loaner . I went to the electronics department as instructed by the lady who I spoke with on the phone . I was told by a sales associate the they do not do that and referred me to the department manager . He said he would make copies of my agreement and would call the service center for authorization and would call me the next day. Which I never received any phone call from him . I waited the week for the repair. I dropped the TV off on July23, 2010 and was told it would be ready July 31.2010. I received an automated phone call at 8:15 am on July 31 stating that my TV was ready . I went to the pick up area of the Greensburg store and was told that my TV was not there . Your company has lost a long time customer ( since 1982 ) .
I have been working retail for many years .You NEVER LIE to a customer . If I am not able to get my TV back I expect to be reinburst for the one that I dropped off for repair.

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Sears 1985 microwave

We purchased a microwave from sears in 1985. The unit has as not been heating properly. It counts down and stops without completely clearing down to zero. We called for service and someone came out and said he could not find anything wrong with it. It surged the outlet and wiring was replaced. We had to plug it into another outlet it did the same thing. We called Sears they sent someone out. He proceeded to order parts, that they can't find parts all the parts . We have now been waiting over 2 weeks. This microwave is 20 years old. The cost of the parts, according to the receipt totals nearly $500.00. A new microwave only cost a little under $200.00 if we purchased it ourselves. But why should we when we have more than paid for 3 microwave with the extended warranty for all of our Sears appliances. The new management has a really bad rating. We have a master protection agreement [protected]. Eugene Wright.

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Sears Employee
Sebring, US
Feb 16, 2011 2:05 am EST
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Good Lord...get a new microwave, call the Protection Agreement office and have the existing Protection Agreement transferred to the new appliance, case closed. Hardly rocket science.

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CM1986
Winnipeg, CA
Aug 01, 2010 8:08 pm EDT

call it a loss. cause no agreement or warranty will cover a 20yr old microwave.
if the cost of repair is more then the microwave then its time to just buy new.

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1:27 pm EDT
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Sears sears appointment center

I called Sears Home Improvement and spoke with Jerry Smith who was very informative, helpful, and nice to schedule an appointment for a roofing estimate. He informed me that their appt. center would contact me with confirmation. I recieved a call from a representative and he explained to me the time I asked for would not be possible because of their scheduled meetings on that particular day. I informed him that Jerry told me it would be possible and I would be missing work on the appointed day in order to schedule 3 estimates from different roofing companies. I was told to hold while he confirmed this with his supervisor and he returned to the phone to tell me yes they could accomodate me. The next day I recieved an e-mail with the wrong date/time on it. I called the appt. center and spoke with another representative that placated me and said my previous appt. was scheduled correctly and "to just disregard the e-mail notice because it is wrong." the day arrived and no show from Sears. I called again and spoke with Samantha and she said they had my appt. listed for another day. I informed her of the above and requested that someone needs to come out today. She said she would talk to a supervisor and call me back and 2 1/2 hours later-- no call. I called back and spoke with Johanna--at this time I expressed that I was mad at the miscommunication and she said that Samantha was not able to get a supervisor to call her back yet and that is why I haven't heard anything and quickly offered me $125.00 off "for my trouble." I informed her that the discount would not be beneficial if I could not get anyone to come out for an estimate and I wanted someone out today. She said that she would have to re-schedule my appt. for another day and I told her to have a supervisor call me back --it's been 2 days now--no one called back. I am giving my business to a professional company that cares about the customer--not Sears. I am very disappointed in the way Sears handled this after years of loyalty to them from myself as well as generations of my family. I am a professional and apply quality assurance to my job--why can they? Lisa Edwards

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Sears blue crew service ripoff

Sears Blue Crew Service repaired my Kenmore side-by-side refrigerator last week replacing the diffuser/damper which controls the chilled air flow to the refrigerator. The job took less than half an hour, but I was charged $219 for the labor (+ $104 for the part).

The technician explained that he did not calculate the labor charge, it was per the job code he entered for the replacement part. That works out to be a labor rate of over $400 per hour ... or from a different perspective, if the applicable labor rate used was $100 per hour then the job should have taken over 4 hours.

Sears has refused to provide any explanation for the apparently excessive charge. What a ripoff!

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Sears service so bad

My 3 year old Kenmore Elite fridge ($ 2500) stopped working July 11. All my food had spoiled and the ice maker melted all over the floor.
21 phones, 3 technician visits and 3 no show appointments, 1 call to the President of Sears Dene Rogers.
It's day 12 and my fridge still isn't working and I cannot get anyone at Sears to compensate me for my lost food, money or time or fix my fridge.

I'm waiting on a loaner to be delivered tomorrow so they say!

This service is so bad I can't believe it.

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fallarrest
Burnaby, CA
Dec 22, 2010 6:08 pm EST
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Five service calls on a fridge, and the fridge is just over one year old. Every one of those service calls means spoiled food. The last service technician deemed the appliance not repairable, but sears are still arguing with their own staff about replacement. Now 3 days to Christmas, two young boys at home and friends over for the the holidays might be ruined. I put my food outside to salvage what was left, but the raccoon decided to have an early Christmas feast . Merry Christmas sears.

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Bails1
De Winton, CA
Dec 21, 2010 2:05 am EST

I agree Sears has become the armpit of appliance stores, they have diversified so much they have forgotten what real service is. Just under $8, 000 dollars spent on appliances and in 5 months the dryer has packed up once and we are on our second service call which they cannot make until Jan 3rd. No Sears when I am calling for a problem service on our still new appliance I do not want a Sears card so I can be tied to you for even longer I want it fixed thats all. the service is absolutely shocking, where did it all go wrong can someone tell me. You expect it from cowboy companies but we are shocked to be getting such a low standard of service from Sears. Please please please save yourself the stress and buy elswhere maybe then Sears wilkl get the message.

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jamielc
Brantford, CA
Jul 25, 2010 8:27 am EDT
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unless you have a warrenty there is nothing they have to do for you

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TFry
, US
Jul 23, 2010 3:49 pm EDT

Sears is the armpit of appliance stores. I will gladly walk an extra mile around the perimeter of a mall in 101 degree heat to avoid setting foot in one. They make me feel dirty. Suck it, Sears.

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12:45 pm EDT
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Sears fraudlent service

Dishwasher quit pumping water. Called for a service tech who came out, poked around in the machine for about 1 minute, and informed me a needed a new machine. Being ignorant, I ordered the machine and the tech left. He never provided a receipt and said one would be emailed to me. I never received anything but was charged 850.00. Shortly after he left my wife was poking around in the machine and noticed a clogged filter. One minute later the machine works perfectly! He never even checked it. I called Sears 888 number and it took five people and two hours to cancel the order for the new machine. They still cannot provide a receipt. They are refusing to refund the 120.00 repair fee even though they admit the tech lied to me and never did what he was supposed to. They admit the problem but told me that company policy is to not refund the repair amount. Unbelievable. Tech never checks anything, scams me into buying a new machine, never provides any paperwork whatsoever, and they still have the gall to charge me for the call. I'm calling M.C. to file a complaint and prevent the charge.

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james h kelly
sandusky, US
Jan 25, 2014 1:46 pm EST
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Had Kenmore washer repaired at tune of 432 dollars They charged 300 dollar for motor board. Checked on line for same part 69 dollars.

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baddude
Chicago, US
Jun 06, 2013 9:18 am EDT
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Sears Complaint:

On May 21, 2013 I called the Sears’ Home Repair Service. I explained that I needed to have my 4 years old Trane Gas Furnace serviced. The service taker asked what problem with my furnace I was having. I explained that it was damaged by water due to a flood.
The service taker said they can handle this and asked when I would like an appointment to repair my furnace. We agreed on Friday May 24 between 8am and 12pm. After receiving my information, a Repair Appointment Confirmation email was sent to me:

Our skilled technicians can repair all major brand appliances. As the nation's largest and most trusted provider, we're here to help.
Price: On the day of service, your technician will diagnose your product and provide you with a repair estimate. If you decide not to repair your product, you will be responsible for the diagnostic fee quoted over the phone. ($69.00)

The service technician came to my home as promised and asked if I have a flood damaged furnace. I said yes and led him to my basement. He looked my furnace which took less than a minute and a said “yes you have flood damage alright, and pointed to a water line how high the flood water risen.

The service technician said “You will need a replacement of your circuit board; blower and all your wiring which may cost around $1200.00”. I said ok, before I spoke another word, he said, “Sears don’t replace flood damage furnace parts, they can’t be responsible in case the replacement parts cause a fire”. He them said I have to pay the $69.00 service charge which would be applied towards a new furnace. He asked if I would like to have a consultant come out for a free estimate on a new furnace, I declined.

I asked him why Sears would send a repair service technician out on a flood damage furnace knowing they don’t repairs them. He said to give you a free estimate by a consultant on a new furnace. I did not augur with him, I paid him the $69.00 with my Sears credit card. I am a seventy-five years old senior citizen who has been a customer of Sears for over 50 years. I don’t intend to take this insult lightly.
I am demanding a full credit refund of $69.00, which was fraudulently and deceitfully charged to my account, here is why!

1. Sears advertise: Our skilled technicians can repair all major brand appliances. What’s more, we guarantee all appliance repairs with our 90 day parts and labor warranty*. Your technician will diagnose your product and provide you with a repair estimate.
a. This is a false advertisement! Sears refused to repair my flood damaged furnace.
b. The estimate was: “Sears don’t replace flood damage furnace parts”.

2. Sears Statement: If you decide not to repair your product, you will be responsible for the diagnostic fee quoted over the phone. ($69.00)

a. This is a false statement! Repairs were not refused!
b. I did not need a diagnostic of flood damage, they and I knew the furnace flood damage beforehand!
c. I did not refuse the service repair, I wanted it repaired; so why was I charged?

3. Sears purpose for my repair visit was to guarantee a $69.00 fee to
sell a new furnace:
a. I decline having a consultant come to my house to sell me a new furnace
since my furnace is less than 4 years old! I want it repaired!
b. Sears has tried to justify the $69.00 diagnostic fee by claiming to put
it towards a new furnace. (I may be old but not stupid!)

4. I am very dissatisfied! (I hope to get this resolved very soon)

I called customer service (May 27, 2013, 3:10 pm cst) to discuss my complaint. The cust Serv Rep said the technician was sent out to diagnose the problem to see if my furnace could be repaired. Pleaseeeeeeeeeeeeee! THE REPAIR TECHNICIAN SAID THEY DON”T REPAIR FLOOD DAMAGE FURNACES BY REPLACING PARTS! Why was a tech sent out knowing they don’t repair flood damaged furnaces?

I am sending this complaint to Sears Headquarters. ( shc@customerservice.sears.com ).
PS, I am now having the parts in my flood damaged furnace replaced by another company who guarantees their work.

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Sears delivery of purchase

On July 14, I purchased a Whirlpool refrigerator and Whirlpool gas range along with a gas range connector from Sears Online. This order was supposed to be delivered on July 20. On July 19, I called Sears Delivery to confirm delivery time. They could not locate my order, so transferred me to another department, which could not offer me any assistance either. I went online and started a live chat with a CSR who was at least able to find my order but informed me that delivery would not be until July 23. FINE. The evening of July 20, I get a call from the Sears delivery person because I am not at the delivery address. OMG! I tell the gentleman everything that had taken place, he tells me that the scheduled delivery date has always been July 20! and that he would still deliver it that evening if I wanted. I told him no, we would just leave it for July 23... which HE can't do because it has to go through Sears scheduling. I informed him that it HAD gone through them as they were the ones who told me it would be July 23. He then asks me if I wanted him to connect the range. Yes, I would please. Well then ma'am you need to purchase a gas range connector. WHAT? I have purchased this item, I have it on my receipt. But he does not. So I need to call Sears Delivery Department to schedule delivery for July 23 and ask about the connector. SO... I call Sears on July 21 and wouldn't you know it... once again they cannot find the order. After two hours and at least five transfers to and from various departments I find someone who CAN locate the order and sees that I did indeed purchase said connector and will call the department I was transferred from. She comes back to me after about four minutes and says they told her the same thing and she has to go to her supervisor. I wait for another five minutes and... GET HUNG UP ON. What the hell! Now I get to go through the whole process all over again, and naturally the first person to answer the call... CANNOT FIND MY ORDER. It appears that everyone working at Sears has their heads up their ###. No one knows what the heck the other is doing. And unfortunately the customer is the one who suffers. This is the absolute worst experience I have ever had. I would not recommend Sears for ANY online purchase. In fact. I WILL suggest to everyone via Facebook and Myspace that they STAY AWAY from Sears online. I have never been more frustrated in my life. And at the time of this letter... NOTHING has been resolved. I had planned to purchase a washer and dryer through Sears, I know better now.

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Sears damage to property

Delivery driver admitted breaking my tail light while delivering a refridgerator. Later when I called Sears regarding the matter I was told that sears can not do anything about it because the carrier is not a sears employee. Sears SUCKS! I will not buy so much as a pair of socks from them ever again! The carrier whom does supposedly NOT work for Sears was in a truck that had SEARS plastered across the side of it. Go to HomeDepot, Lowes, A-1, or ANYWHERE else! Apparently their drivers can damage YOUR PROPERTY and no one is liable . Customer service department is a joke . Good luck. You will be transferred numerous times to no avail. DO YOURSELF A HUGE FAVOR; forget that Sears exists!

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Sears highly overpriced products

On Nov. 25th. I went to the sears parts center on thompson lane in nashvill, tn. to purchase a replacement bulb for my over the stove micro-wave . they told me the bulbs were $11.49 each! it takes 2 the only thing special about these bulbs was the base is a med. smaller than a standard bigger than a night light size.you can get this at home depot or wal-mart for a high intensity lamp for under $2.00 I kept asking what was so special about this bulb to cost that much. the bottom line was only they made it a med. base to make you spend $11.49 and have to get it from them!

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Sears no lights in refrigerator model # 795.[protected]

Sears Kenmore Trio refrigerator model 795.[protected] made in september 2009. Almost 4 years later, both overhead lights located at the front of the unit only flash for an instant when the upper switches are pressed, so they no longer stay lit. Sears says there is no recall, so now what do I do. Our local electrician checked all the connections and said the problem is most likely in the computer board. Now what? We don't feel we should pay the 400-500 dollars to have sears come out and fix it. We feel cheated. We only bought the frig 2 years ago.

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Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

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

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

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

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

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

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

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