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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
R
5:52 am EST

Sears extended warranty

Washer and dryer were replaced (after 10 years of constant repairs) under lemon law. While waiting for this to take place my warranty was about to expire again. Fearing they would use it as a reason not to go forward with the replacement, I renewed. the warranty. The new units came with a 1 year manufacturers warranty. Called to have the new extended warranty date to start after the manufacturers warranty expires because the units were replaced under the now expired one. Was told that they must run together. meaning that the brand new warranty, that was just purchased really has no value as it duplicates the free one year warranty.

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11:11 am EST

Sears home repair

I hired sears home maintenance for a snow blower maintenance service. It was to include:check ignition system, carburetor, throttle, and choke controls. Clean engine cooling fins. Change oil. Check manual starter and electric starter if so equipped. Replace spark plug. Lubricate moving parts: pivot points, cables, auger shaft, and drive plate zerk. Lubricate, inspect, and adjust drive belts and/or chains as applicabletest overall operation of equipment and ensure that all safety features are fully operational at the time of service. Oil is included. Replacement parts, repair service, labor for repairs and tax are additional.
Thew tech arrived and said he would only replace the spark plug and change oil. He refused to do any other prescribed work. He said this is all he does. He also would not honor sears offer as per website. Do not use sears as they are ripping people off.

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Update by proph
Dec 16, 2016 11:12 am EST

Never use Sears service. They ripp off all

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T
5:04 am EST

Sears why not lease it.

I went to Sears looking for a lawnmower and was short on money. The salesman at Sears told me about Why not lease it. He said for a 326.00 lawnmower all I had to do is make a 60.00 down payment and have four payments left for 60.00 each and then I could buy it outright for 79.00. I thought that was a good deal and signed the piece of register tape the man handed me and took my lawnmower home. Four months later I called why not lease it and told them I wanted to pay the 79.00 to pay off the lease. I'm told then that to pay off the lease it would be 278.00. I was mislead by Sears and both Sears and why not lease it are the two biggest scam teams I have ever crossed paths with. I will never walk into another Sears store again.

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10:24 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears kenmore elite 72053 lemon

1) Per Exhibit A, I purchased a Kenmore Elite Refrigerator, Model [protected], on August 13, 2011 with delivery and possession happening in early October. Although the refrigerator was expected for delivery in mid-September, it was just out of manufacturing in August 11 and not available until an adjusted date in late September with delivery actually occurring in October 2011. I was away on the Inspector General Course at Fort Belvoir, VA until Friday, September 30th and took delivery of the refrigerator upon my return.
2) In late August 2016, I contacted Sears to fix my refrigerator after already having four other repair calls for similar issues as per Exhibit C. I had had continual ice clogging issues since purchase and had lost total ice making capability again, was getting very loud noises again, and an IF Error Code on the front display panel and this amongst other functionality issues with the ice maker and interior compartments of my model. The Sears non-warranty customer service line referred me to a blog to try to remedy my issue. When searching IF Error code, the “experts” suggest I should try to unplug the refrigerator several times to allow it to re-set. [Experts never reference any Service Flash is available nor do they answer direct questions I posed about the IF Error Code] This did not work. I manually defrosted ice accumulations by unplugging the system for 24 hours and balanced out my food so air could flow better as one customer suggested might work. This still did not work, I still had no ice, loud noises and the IF Error code returned when plugged back in. But I still had refrigeration and freezing capability at the time. As this was a frequent and reoccurring problem and given my history in managing repairs as an Officer in the US Army for some fairly complex military equipment, I wanted to explore the true problems and root causes with my Kenmore product. After being sent all around the world, transferred and dropped, told I am not showing up, and essentially passed off time and time again, I decided enough was enough. On September 6, 2016, I contacted the BBB for help in fixing my “lemon” which lead me to the Sears Holding Corp Compliance Office. See Exhibit F, p. 1-2, for the initial contact.

3) On September 7, I started a long series of emails towards getting repairs thought to finally fix my failing refrigerator. Several appointments were made and cancelled with one finally being scheduled two weeks later.

4) On September 12th, an A&E Factory Service Tech arrived unscheduled and unannounced to so a preliminary review of my issues. I have no record for this visit and am uncertain why this happened.

5) On September 21st, the same technician with ID Number 0692814 with A&E Factory Services arrived and:
a. Inspected and defrosted excessive ice both in my freezer compartment on the top right corner and excessive ice on the upper right corner of the evaporator coils in the freezer compartment. He installed a new Freezer Evaporator Fan Cover Assembly, Part Number AEB73785615 or Item 610B on Schematics for my model. (See Exhibit D, p. 3-4). This Assembly includes a Cover Assembly Sensor, Part Number ACQ73244001 or item 610C as seen on the Schematics. The technician also performed what Compliance calls visual diagnostics on my refrigerator. Compliance indicates that the technician visually found that the defrost sensor was “not working” and adjusted it. The Defrost sensor, Part Number ACM73919201, monitors the temperature of the evaporator coil and sends the temperature reading to the electronic control board. After he defrosted the refrigerator, he removed components off the old Evaporator Cover and placed them on the new Evaporator Cover and then adjusted the defrost sensor on the coils before replacing the new panel. Compliance indicates I was the one that asked him to move the defrost sensor and indicates that it was “not working” (Exhibit F, pg 39) on September 21. And that when the technician did repairs later on October 6th, “the sensor” was “ still not working”(p.73) or “broken” (pg 74).
b. The technician informed me that the wrong rail was sent to repair my freezer drawer per a Service Flash message for my model. My freezer drawer has been frequently popping out of the track and had been repaired once. There is no record that Sears repaired or attempted to repair my freezer drawer per the service flash. I was only informed that the wrong part was sent. Compliance indicates the service was completed.
c. Your technician again left without leaving a service report but left a napkin with two part numbers as the record of the service call (See Exhibit D, p.1). As he suggests other service technicians are sometime not ethical, he asked if I kept all my old parts and I informed him we did. I informed the technician that we would need to keep all the old parts needing replacement as I have done in the past. He left the old Evaporator Fan Cover Assembly Panel, the parts wrappers, only the cover to the cover assembly sensor that snaps into the panel but the actual sensor removed. He did not leave the old tray drain or the refrigerator ice room fan motor bracket. The assembly parts are shown on Exhibit D, p.3 and described on p.18 by the Sears Parts department chat line. I cannot verify now that these were replaced or if he just repurposed the old parts and kept new parts for his van bench stock.
6) On September 23, I emailed Ethel Graham at Sears Home Services Escalation Department to let her know that I had now lost my freezer and my frozen products were all defrosting. We spoke and in being very frustrated at still not having a working refrigerator and in losing my food products, she said she would put her best person on it. I received a service appointment for October 6th. I also learn that it is apparently Sears’ policy not to suggest needed repairs even if visually noticed and not in scope with the purpose of the scheduled visit. So bottomline, on September 21 and as described by corporate officials, Sears purposely left my home with an understanding that there were other problems with my refrigerator that may not make it fully operational.
7) On September 27th, Sears Compliance and I exchanged a series of emails on why sequential repairs were being done and Sears’ response was “when our technician was at your home he serviced the refrigerator per the 1F error code you were getting, as he was instructed to do, we did not ask him to run a full diagnostic nor did I agree to cover the cost of a full diagnostic.” Sears later states regarding the future repair on 6 October, “I have instructed our service tech to run a full diagnostic on the refrigerator to see if there are any underlying issues not related to the service done on the 1F error code. He has been instructed to NOT perform any repairs not related to the 1F error code unless you agree to pay for the service.” Compliance later states regarding the service done on 21 September, “I am aware that our technician, at your request did repairs that were not regarding the 1F error code. This is why he has been told to only access the refrigerator and not do any repairs that are not related to the 1F error code unless you pay for it.” So in other words, the technician that arrived on 21 September was just supposed to install the Evaporator Cover Assembly but notices what is described as a “bad” sensor but then allegedly only moves the defrost sensor because I allegedly asked him to do it against his instructions and without any bill, charge or estimate provided to me.
8) This part replacement did not cure the system but makes it worse. A series of emails ensued about why sequential maintenance is being done. Exhibit F, p.11 indicates that we will come “back out” to see what the “next steps” are and “what’s going on” to repair my refrigerator. I am also very curious about the service flashes. In trying to understand the history this service message, I learn of Class Action Law suit for this same problem that I qualified for as a potential claimant for a defective product. No one at Sears or LG contacted me about my defective product. (See Exhibit F, p.35) and Other Legal Records as sent). I am now very aware of the nature of the Service Flash required to cure defects found in “old models” of my refrigerator.
9) After escalating disputes on how unpragmatic Sears’ policy is and about my food storage concerns, on October 6th, Tech Number 0867366, arrives to do “full diagnostics” per Exhibit F, p. 27 and we discuss the history of my problems. A partial transcript of the service call video and conversation is at Exhibit H.
a. I ask the service tech to do a full assessment as to how a history of ice accumulations have potentially damaged my refrigerator and to determine why things still do not work. On a video recording of the event, I asked him to finally get to the bottom of why my refrigerator is still not working. He takes a temperature reading and said he would check the sensors. He chisels away ice accumulating on the top right back panel of my freezer compartment so he can pulls out the back panel recently replaced. I fully examine the freezer compartment when he leaves to get panels to place under the wheels. The coils have massive ice accumulated solely in the right top corner of the evaporator coil. The exposed evaporator coils are exactly like the photo taken of my refrigerator freezer compartment at a later date as shown at Exhibit D, p.5. It is caked thick with ice predominately around the opening to the coils and along the first run of the evaporator coils. When he returns, he rolls the refrigerator away from the wall and removes the panel to the back electronic control board. He informs me I still have a water leak and turns off the valve. He then returns to the Evaporator Fan Cover Assembly sitting on my island right in front of me. He phones into Sears Tech Support. He states, “It’s not the defrost sensor. There is no ice around the heater so it’s working.” He also tells tech support that the “sensor is brand new, it was just installed. I don’t understand. This is weird.” He proceeds to run diagnostics on the Cover Assembly Sensor with his probes touching the cover assembly sensor on the assembly board with his diagnostic tools and tells tech support it is definitely not working. He continues to defrost the back of the freezer compartment and before he replaces the Evaporator Fan Cover Assembly, he snaps the Cover Assembly Sensor out of the Cover Assembly panel and shows me the part. He said this was the part needed. I examine it to see if ice may have damaged the part. There are visible crimps in the wire. We pass the part back and forth. The tech then examines the part and tries to see if the crimped area has any wires exposed. I am skeptical that ice accumulation that formed around where that sensor was located may have damaged the sensor. We debate that this failure is part of the Service Flash repair. The technicians indicates I will need to pay for the cover assembly sensor and does nothing further to examine my refrigerator.
b. I called Ethel Graham and relayed what was going on. She asked me if the tech had given me the part number yet and I said no. She asked to talk with the service tech and they talked in private out in the technician’s van. The service tech hung up with Ethel and came back inside and handed me my phone and said I would need to pay for a new cover assembly sensor. I did not agree. He proceeded to call Jeremy and he put me on the phone with Jeremy, the Tech Manager. He was made aware that I did not think I owed Sears any more money for this defective product but was willing to work out the costs with Compliance later after a repair had been done if he was willing to get the needed repair done before guest arrived on the 15th. He started floating dates around and said maybe on the 13th. I had an understanding that there may be a chance to get the repair part off another van as the tech had indicated and then get “worked in” as the tech described before guests arrived on the 15th. After the call ended, I asked the tech to put the old cover assembly sensor back on the Evaporator Fan Cover Assembly. He reluctantly snapped it back on and at that point. The “defective” part was still in place. But then after we hung up, the Tech Manager (Jeremy) texted the service tech and told him to say this on the ticket handed to me, “This call is handle bay [sic]the TM Jeremy Gillespie.” I was not asked for payment or asked to sign anything. The tech just handed me the Sears Home Services receipt. (Exhibit C, p.12) The receipt states, “This repair is valued at $209.00. This Service is performed at No Charge.” The tech put the evaporator cover assembly panel back on the freezer compartment, packed up and left.

10) I contact Ethel Graham on Monday, October 10th about getting worked in. She informed the service call was cancelled as Jeremy stated I refused to pay. I am crying emphatically to her that this is not true and I am physically wrenching with digust and loathing about what had just transpired. The truth is that I agreed to pay if they could “work me in” before guests arrived. Ethel said she would see what she could do. But when it came down to a response form Compliance on the matter, my side of the story had fallen on deaf ears. So I was essentially on my own to try to get my refrigerator repaired before guests were arriving on October 15. Using Sears Part services and chat sessions, I was able to locate the part the service technician and I were handling. A cover assembly sensor was placed on order (Exhibit D, p. 14-16) and I had made arrangements to have another service company install the part.
11) On October 17, 2016, another appliance repair company installed the Cover Assembly Sensor (Exhibit C, p. 13). They also noted that the ice patterns indicate that there may be a sealed system leak. And after two days and as they suspected, I still did not have a refrigerator that worked and made another appointment with Sears Home Services for specialized diagnostics for November 4, 2016. (Exhibit F, p. 37). I now also have learned that the Cover Assembly Sensor is a component of the Freezer Evaporator Fan Cover Assembly just replace. I start a new line of communications about repairs that should be done under the 90 parts and labor warranty.
12) I again have become quite disturbed when I learn that the Cover Assembly Sensor is part of the Evaporator Fan Cover Assembly (see Exhibit D, p. 3-4) that was just replaced. Clearly the diagnosis communicated to me should have been honored as a replacement on the 90 day part and labor warranty (Exhibit B, p.2). Vanessa Steele declines that I am entitled to any warranty work and alludes to “the sensor” that I need is the one the technician moved on 21 September (Exhibit F, pg. 39) called a defrost sensor. The defrost sensor is shown at Exhibit D, p. 13. It has sensors that do sit on the coil near the evaporator heater that can easily be adjusted. As the Sears technician indicates in Exhibit H, the defrost sensor was working on October 6th as there was no ice on the defrost heater (the lower portion of the coils) to give any visual indication of any problem with the defrost sensor. The defrost sensor looks nothing like the Assembly Cover Sensor. It is clear to me that Sears is now just back pedaling in trying to find any story that fits a scenario in which I must pay for sequential maintenance or as Sears refers to it as “the next step.” This sensor required is heavily debated with Compliance but even when asked repeatedly, Compliance never talks in any specifics about what sensor is needed. And now Compliance recants that full diagnostics were ever done contrary to what the technician was instructed to do when the October 6 appointment was established. Compliance now states he was only there to “confirm what the other technician did.” (See Exhibit F, p. 38-40) Bottom line -- the video recording is pretty indisputable that I was told that I needed an Assembly Cover Sensor. The Assembly Cover Sensor is a part that comes with the new Evaporator Fan Cover Assembly just replaced on September 21. If the Assembly Cover Sensor that is on the Assembly installed by a Sears Service Technician on 21 September and is found not working on October 6th as verified by another Sears Service Technician, replacement of that part is covered and should be honored. This is why Sears elects not document the Service call on October 6th. Compliance does however agree to send another technician out to confirm what two others have had an opportunity to do and to again “run full diagnostics.” It then become heavily debated about what full and partial diagnostics are and when a $99 diagnostics fee should be charge. And why if I asked for full diagnostics to finally fix my refrigerator (Exhibit H), why partial diagnostics were allegedly done? Having managed maintenance and our military technicians, I went on a quest to find the Sears standard for running diagnostic only to find through other previously employed Tech Managers, there aren’t any standards. (Exhibit D, p 20-36). And then on p. 37-38, Sears Home Service chat services indicate that technicians are supposed to diagnosis the entire refrigerator and then provide estimates for repair.
13) On Monday, October 31st, Sears cancels my service schedule for November 4 (Exhibit E, p. 13) as well as any future service request only indicating that I owe them money but presents no bills and no solutions to remedy.(Exhibit F, pg. 110)
14) On the same day and for an extra rush labor fee, I was able to get one of the best LG certified technicians in the area (see Article in Richmond Magazine) to come run full diagnostics and perhaps fix my system that has been non-operational since mid-August. I was just so emotionally drained when Sears shut the door on me again. It was found that there is indeed a “very obvious” leak in my coils from just visual diagnostics. And that both sensors in the freezer compartment cannot “do their jobs” if low on Freon. See Exhibit D, p.5-11 as a visual of both the evaporation coil in my freezer compartment and examples of coils that have a leak. The technician indicates that Sears must perform the test to confirm the leak. He indicates that on September 21, I must have had a “fairly significant” leak of Freon when the refrigerator was defrosted causing the system to run significantly warmer thus explaining the subsequent 15 degree jump in both cooling and freezing temperatures after the 21 September service call. A defective sealed refrigerant leak is covered under a five year warranty (Exhibit B, p. 1). I did not receive delivery of my refrigerator until early October 2011 due to demands, a backlog in production and my availability.
I have made several attempts to use Sears Home Services to repair my defective product without success and make the following allegations:

1) On 21 September, Sears fails to cure a defective product and provide a serviceable Assembly Cover Sensor under Sears Service Flash (SF) 46-544R1 declared as a free of charge service to customers. This SF is a result of Clark v. LG Electronics, USA, Inc, Case No: 3:13-cv0485-JM-JMA class action lawsuit that clearly establishes that my model has existing manufacture defects.
1) On 21 September, Sears purposely does not install new component parts under SF 46-544R1 and thus does not leave all used component parts for inspection and verification of replacement as requested.
2) On 21 September, Sears purposely leaves my property without providing a signed record of diagnostics, services performed or parts replaced as to not create an audit trail or service record.
3) On 21 September, Sears fails to comply with service standards promoted on websites (Exhibit B, p. 4, 6, and 12) by purposely ignoring visual diagnostics of parts “not working” in order to conduct sequential maintenance to increase revenue for Sears, additional costs and loss of use for customers and subsequently the time to repair products.
4) On 6 October, that a Sears technician diagnoses a faulty Cover Assembly Sensor, a component part of a recently installed assembly replaced under SF 46-544R1, found during “full diagnostics.” But then all levels of management fraudulently determine that the Cover Assembly Sensor shown to me as required to restore use of my refrigerator only ever described as “the sensor” by Sears should not be covered under the 90 day parts and labor warranty. This in hopes that the consumer may not be able to piece the component part listings together.
5) On October 6th, presents fraudulent billing verbally but when contested, does not present the same written diagnosis or billing. Then proceeds to cancel future service requests to repair the refrigerator be guest arrive allegedly for failure to pay. I was verbally assessed a $99 diagnostic fee standard to all calls in this area and provided an estimate for parts replacement for a faulty Cover Assembly Sensor. The technician, as coached by the Tech Manager, purposely leaves without providing a record of diagnostics, the part needing to be replaced, or any costs still payable. Even after a $99 diagnostics fee was requested at the end of the service call, management later asserts that diagnostics were not done further promoting a policy of sequential diagnosis and repairs to increase costs to the customer, the length of time to restore serviceability to the customer and in an act that should be considered fraudulent billing.
6) Sears refuses to produce a bill for services “still owed” or any diagnostic service records for the service that occurred on 6 October 2016. An actual bill would be fraudulent either for 1) services that did not occur (was it full or partial diagnostics?) 2) for parts that were not identified as required (the service call is on video and can be proven) or 3) if truthful, for part requirement that should be addressed as part of SF 46-544R1, a free service still falling under a 90 day guarantee.
7) That Sears elects to cancel any further servicing for a 90 parts and labor warranty service and suggests that if any other measures are taken to restore the appliance due to their cancelation elections, that their 90 day guarantee is now void, having never successfully applied a functioning part under SF 46-544R1.
8) Sears Ethics and Compliance officials purposely use loosely defined terminology such as “full diagnostics”, “sensor”, “error code repairs” in describing work to be done then elects to not describe what they mean in any technical description leaving it subjective and open to interpretation as the situation dictates.
9) That Sears Ethics and Compliance officials berate me for not having used their “expert” technicians for previous non-warranty repairs then provides one of the longest non-functioning service histories for an appliance any customer should need to endure. Then after not even curing the problems, suggests I should use other service technicians to complete repairs to correct problems associated under SF 46-544R1, a message released to correct a whole slew of defects, design flaws and “issues” for my model and as identified in Clark vs. LG Electronics USA, Inc.
10) That Sears purposely misdiagnoses defects, purposely stretches the timeline for repairs using unwarranted cancelations, loosely throws around definitions of diagnostics that even when promised are allegedly not done, and promotes use of other appliance repair servicers to fix my refrigerator to avoid what is described as a “very obvious” repair [or replacement] for a defective sealed refrigerant system.
11) That my particular model has suffered a significant “manifestation of issues” due to a long history of proven material defects as described in Clark v. LG. And that the current refrigerant leak has manifested as a direct result of Sears not doing their due diligence in providing my purchase information to third party administrators appointed to notify potential Class Action claimants as an agreed upon in terms of settlement and as ordered by a federal judge.
12) That in accordance with Sears policy, food loses are covered while products are under warranty but then avoids addressing formal complaints presented or even formally responding to any claims for ongoing warranty work (Exhibit G). Then, without ever having reviewed all information that can be made available to them, dismisses any and all claims presented, even when other out of warranty claimants in the class action suit were provide both speedy repairs upon request and the right to claims repair history and food loss due to the known material defects of my product.
13) I assert that a) having already gone through the Sears claim denial process before and having successfully won a previous defective product claim through the States Attorney General’s office and b) knowledge of other such practices as posted on blogs, websites, previous Sears employees posts, and other claimants about how Sears handles claims, I conclude it is just a standard practice for Sears to just deny claims regardless of information available. That my loss of use, food spoilage, and all the stress and anguished caused by the hand of Sears, their policies, and service quality is purposeful and deliberate. That even after a long history of failures on this model due to manufacture defect, Sears continues to add insult to injury.

I believe that these acts and practices to be both blameworthy and unlawful. I hereby file claim as follows:

1) $300 – Reimbursement for damages and associated cost for other repairs, other diagnostics when services were cancelled by Sears, including costs for diagnostics, parts, and labor, and the costs associated to administer this action.
2) $900 - For accumulated costs for lost and spoiled food, ice, and increased dining out/take out costs per 3 incidents of disrepair/loss of use due undisclosed known material defects.
3) Repair or replacement of my Kenmore Elite Refrigerator still under manufacture warranty in 15 days or less or $1, 500 credit as offered to other claimants in the Class Action.
4) Prior repairs totaling $850 for failing to include me on the list of eligible Kenmore product owners to receive the federally mandated Notice of Pendency and Proposed Settlement of Class Action. My sales information was still “in the system” when I contacted Sears Compliance for help and in My Stuff (Exhibit A, p. 1-3) that was still “in the system” as pulled up and printed on 11/1/2016 as shown and where Sears promotes storage of product information as being “secure.” Since I have identified that my refrigerator purchase was still showing up “in the system” to Sears, it has now been purged from My Stuff. And given that your “experts” failed to reply to recent questions I posed about dealing with the IF Error Code for my model, that Sears has blocked my ability to chat or post to their sites. And that if you Google the refrigerator model and error code, that you will find that there are many other sites that still have consumers still confused on how to fix the IF Error Code that apparently did not “get the memo” either. (Exhibit I)

There have been many opportunities for Sears to examine and provide repair suggestions so that I could have a functional appliance in any reasonable and pragmatic scale and with any standards of excellence in ISO 9002 in their conduct of diagnostic accuracy. Having worked as a Maintenance Officer in the defense industry managing repairs for fairly complex equipment, having served previously as a Unit Management Control and Compliance Officer, having served as an Article 32 Investigation Officer and in serving three years as an Inspector General, and finally as a Professional Investigator, I find Sears to be one of the most insincere and unethical organizations I have ever had the displeasure of doing business with.

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10:41 am EST
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Sears sears home appliance repair

JReganJr
I am really in need of customer service & support from Sears Home Appliance repair. I am a VIP customer program with 20+ appliances under a support agreement. I call over a month ago to report a freezer that needed a repair and parts for a panel replacement with liner. I was assured the tech would have the parts on the repair date. Tech showed on commit date with no parts. Parts ordered and 2-3 weeks later, tech comes out to repair. Tech did not understand English very well and left the freezer without a proper install of the liner. No vacuum or stick and therefore freezer door is basically open causing food to defrost and loss of over $400 of frozen food. Call back to Sears for emergency repair, request to have the sealant properly installed and was quoted another week! This is a repeated report that you guys have messed up a simple repair to be a huge food loss and yet a 3rd truck roll/dispatch top correct. On top of that, it a major customer complaint on poor quality and service. Is there anything you can do to get a tech out today? My wife has called 5 times today and cut off so I guess your ACD Phone system is having issues? She asked to escalate and speak to a supervisor and was told "no". Really., is this CUSTOMER SERVICE?

JMR-Frustrated and very concerned and will consider to cancel this contract with Sears unless we get immediate resolution. Plano Texas

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10:02 am EST

Sears cordless phone

I ordered a cordless phone online last week. I received a telephone call saying my order was going to be delayed till the 12th of dec., few days later a received another call saying now it was going to be the 15th and finally this morning another call saying the 19th! For real? I contacted the store at the ingram mall here is san antonio. He was very nice. The store had 1 box left of the exact item. He suggested for me to cancel my order and pick up the one in the store with proof of the online not having the item. Hummm! I didn't have one because when they called us we answered the call and an automatic message came up. Perhaps if we didn't pick up and let the call to go to voicemail. My nightmare started when trying to cancel the order online. I did my purchase with a gift card. I still made the call to see if they could assist with the proof the store needed but I got someone from india (No offense) and the girl (I didn't get her name because I knew for a fact her american name was not real) told me it was going to take 10 days! For me to get my gift card back. Omg! 10 days? So... A simple cordless phone was going to take 1 month for me to get it? She transferred me to a manager (It took a while for that too) and he basically told me the same with scripting words. I can't believe this! This is the type of service we get for outsourcing our jobs! This is sears we are talking about, not a crappy store. I didn't expect this. This is a xmas present that will probably will never arrive on time for me to give.

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5:35 am EST

Sears sears kenmore series 700 washing machine

The problem stated in October of 2016 with the sensor going out. We called for a repair man under our 5 year warranty. He came out in a few weeks at the beginning of November 2016. Our washing machine was giving us an error message and the machine was not working. He told us that it was the sensor out and that he would have to order it and come back at a later date. He also replaced a shaft in the middle of the tub. By the middle of November the part came and he came a few days after that. When he replaced the sensor, he dropped the machine and broke the plastic drum around the metal tub inside the machine. So our new washing machine stated to leak water all over the floor. We called for a repair man and they sent out the same guy. He told us that the plastic outer tub is cracked and that he would have to make another order. So he schedule the next visit 2 weeks away into December 2016. When he came the tub had not arrived, so he check on it and if had just started to be delivered from back East from the manufacturer in ground mail delivery. He said if it came sooner, to call to reschedule the appointment sooner. In a week the shaft arrived, so we call to reschedule the appoint and he came out yesterday Dec. 9, 2016 at 3 PM. Now remember, we have been without a washing machine for 3 months now and it only purchased it in November of 2014. It is only 2 years old with a 5 year warranty. We had requested during this time that we get a different repair technician, but they kept sending out the same fellow.
Now after all this time, we want a new washing machine with a 5 year warranty because of all the inconvenience and stress and having to wait around for another repair man who can not fix the problem.
We have relatives who come a long distance to visit for the holidays and stay a few days and do their laundry. But with a washing machine that does not work, we can not do that. This machine does not work anymore. No water goes into the tub and the tub does not turn and the time does not change on the screen. It shows 58 minutes forever. Therefore, we do not want to waste anymore time and you should give us a new washing machine either a Kenmore Series 700 washing machine or better and a 5 year warranty.
Sincerely, Ronald K. Ridley
9912 Rio Cosumnes Circle
Elk Grove, CA 95624
[protected]

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Sears sears home service

I purchased a Heating and Cooling system from Sears on June 15, 2016 for my rental property. Recently, my Tenant turned on the heating system, she realize it was not working properly. Cold air was blowing through the vents instead of heat. So I placed a call with your Customer Service department on Monday October 24, 2016 to repair my heating system. The representative said, I should receive a phone call within 24 hours from Sear’s Home Improvement Product department to have someone to come out to my residents and fix the problem. No one called me Monday or Tuesday. I called the Home Improvement department on October 26, 2016 and spoke to Rick. He assured me that the original Contractor (Tony) who installed the Heating and Cooling system will contact me or my Tenant (who live at the rental property) to stop by and diagnose the problem to my heating system. The Contractor called Wednesday but my tenant missed his call. Five days later, the Contractor came out to the residents on October 31, 2016. During the time, it seem like he fixed the problem but after he left. I had the same problem with my heating system. I contacted Rick again about the problem on November 1st and 2nd each time I was told that he said he was going to get someone out to my property to repair the problem, but it never happen. I called back on November 3rd and left a message with Annette in the Customer Solution department for Rick to get in contact with to resolve this problem. The Contractor came back to the residents on November 5th twice to repair the heating system. He resolved the heating problem by turning on the heating valve from the hot water heater. This solution became a major problem. After he left, I had no hot water for 12 days. As a result, I had to call the Plumber to replace the heating valve Sear's Contractor broke. The Plumber replaced all the valves including the mixing valve to resolve the hot water problem. After spending six hundred and eighty-five dollars, I didn’t have. I still had no hot water. The Plumber came to the conclusion it wasn’t the hot water heater. He said the heat for the hot water was going to the coils in the heating system. Therefore, Sear's Contractor forgot to add a CHECK VALVE DURING THE HEATING AND COOLING INSTALLATION. When the heating valve to my hot water system is open, I have hot water. And when the heating valve is close, I have no hot water. I was FURIOUS, I immediately got in contact with Rick on November 14th to discuss the bad installation problem. After the conversation, Rick scheduled Tracy, Sear’s Contractor, to come to the property on November 14, 2016 to diagnose the problem and make the repairs. When Tracy arrived at the property, he took pictures of the heating system and the hot water heater then he left without fixing the problem. Later that evening around 6:00 pm, Tony (Sear’s Contractor) stopped by to access the problem. Twelve days later, the Contractor installed the Check Valve on the heating system on November 16, 2016 at 7:00 pm. This is unacceptable, the installation defect has caused me to take 3 days off from work to get the hot water problem resolved. Unnecessary expenses I spent on the hot water heater. The inconvenience it has caused for me and my tenants. Meanwhile, my Pregnant tenant was living at the residents with her daughter during the 12 days with no hot water. Needless to say, this was a very stressful and frustrating experience and I feel like I should have received a discount for bad installation and customer service.

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Sears cancel my order for no reason

I ordered a stroller at special price from sears.ca as a guest. After receiving the order confirming email, there was no further information about my order. After waiting for 1 week, I gave the customer service a phone call, the people on the phone said everything is OK for the order and he asked me to wait for longer time. After another week, there was still no information. I called them again, they just cancelled my order for the reason that the stroller is sold out now. But I ordered it 2 weeks ago at which time the stroller had not been sold out. They never informed me that they want to cancel my order, and wasted me a lot of time for waiting for my order.

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Sears whirlpool he washer

Bought washer in 2010. Purchased a master protection agreement. Renewed this protection agreement [protected]. Service call in september 2016 ended with replacing transmission and bearings. Washer messed up again the week of october 21, 2016. First tech came out on october 28, 2016 and left me paperwork saying drain was clogged and floor unlevel yet he reported everything fine in one report and floor unlevel in another to the company. Never mentioned the supposed drain issue. On november a sears tech came out and diagnosed it to be the motor had locked up. Ordered motor and returned on november 16, 2016 to put it in. After repair was done he said it was fixed but it wasn't. The same problem occurred that i first told them about. Next appointment november 29, 2016. Tech said it needed a new capacitor. Had one on truck and replaced it and assumed that would fix the washer. It did not. He then ran a diagnostic and talked with technical support and they said it was the control board. At that time a new control board was ordered. That part came in on tuesday, december 6, 2016. They were not coming until the 12th to install it but i basically called and begged them to get it done sooner. The tech came out today, december 8, 2016 and out the new control board in. He started a wash cycle and observed it for five minutes and assumed it was fixed and he left. After he left the washer stopped, lights started flashing and started smelling like something was burning again. Washer would not cut off using power button. Had to unplug it from outlet. Called protection service again and they sent two messages to tech to call us. Never heard from him. So after a new transmission, new motor and harnesses, new capacitor and control board it still is torn up. At what point should they just say enough and replace it?

P

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Sears unethical behavior

I ordered 2 pairs of pants on 11/28/16, and was told that they would be delivered on or before 12/07/16, that night I tried to find out why I hadn't received them, and was told that they were in route and that they would be here on the 12/08/16, no time could be guaranteed, well here it is the late afternoon of the 12/08/16 and still no delivery, I called again and was told not to expect it for another 1-2 working days. At this point I just want my money back and do not want any thing to do with Sears at all in the future. this is after all spending time on the phone and them hanging up on me a number of times. Sears Pasadena store# a-01048 Order # [protected] - tw, Payment Sales check # [protected], in store order # [protected], price $80.64

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Sears washer and dryer

I purchased a new washer and dryer on line on black Friday. Delivery was scheduled for today and they arrived on time within the two hour window provided. I took them upstairs to my laundry room to show them where to install the units. The technician informed me that I needed a drip pan for the washer and that he could not install the unit without one. He left and I then drove to Home Depot to pick up a pan. While at Home Depot, I called the technician back to see if he could return later in the day. He then informed me that I needed to have a plumber attach the drip pan to a drain pipe! I informed him that I have a finished laundry room with a tile floor etc. and that I was not going to rip up the tile or dry wall to install a drain pipe. He said there is nothing he can do. I then called delivery and spoke with a rep and then his manager. They were both reading from the same script and gave me the same answer. I then spoke with the appliance salesmen at Home Depot and asked them if they have a similar requirement. They looked stunned. They told me they install washing machines all the time on 2nd floors without drip pans/drain pipe requirements. A drip pan and drain pipe is not required by my state or my town. My wife just cancelled the $2, 000 order with Sears and I will now buy a washer and dryer from Home Depot. So sad, Sears was a great company!

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Sears kenmore refrigerator

About 3 years ago I bought new Kenmore refrigerator and now all my plastic supports for the shelves are broken now. About 3 years I bought new Kenmore refrigerator and now all the plastic supports for shelves are broken. can sears stand behind the product? who can can I contact at Sears? Can I get new shelves from sears sent to me free? Model # 795.680320.211

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Sears customer service

On this Black Friday November 25, 2016, I visited the Sears Outlet in Watchung New Jersey because I was there 2 weeks prior looking to purchase a gas dryer / side by side refrigerator and a queen mattress. I was told that there would be better sales on Black Friday which made sense. Last year I purchased a washing machine there as well.
Upon my visit on November 25, 2015 I was very patient, shopped around and picked out each item. The total was $1, 492.00 I had to leave the store to get cash but came right back and was told if I made the purchase and changed my mind it will be a process of a check being mailed to me for refund. I asked if I could have time to think about it. I called the store back and "Waldy" who had been helping me said I could come back tomorrow with no problem. On Saturday on my way there I called and Waldy said I'm glad I caught you wait until Tuesday when we get a truck I replied ok. I called on Tuesday spoke with Waldy he said the truck didn't come try back tomorrow. I tried today Wednesday and he said to me oh I can't give it to you for gay price any more there was an error at corporate and all the prices changed to I thought it would be good through today but it's not so sorry. I asked for a manager he said there is no other manager call back tomorrow .

I am extremely disappointed and this is very poor customer service. I have been a customer of SEARS for years and I have never been so disappointed. He was not willing to help me in any way. Please make him indeatand rheat customers should never be treated on this manner. I worked hard, saved up my money and was promised something and it did not work out that way.
Please help ! I deserve my items for the price that was promised to me. It's not my fault corporate made a mistake!

Thank you

Kim Williams
577 Jackson Ave
Rahway, NJ 07065
[protected]
3Kimberley.[protected]@gmail.com

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7:41 am EST

Sears auto repair

In April Killeen Sears Auto repaired a valve cover. They didn't Repair the problem, just covered it up. As the car was being driven, the car was becoming worse. My son put the car in storage on post (Fort Hood), until I could leave Va to pick it up. It didn't start, even after being jumped and taking the battery to be charged it wouldn't start. After towing it to NTB, they said the valve cover needed to be replaced, the spark plugs, Cylinder head gasket, fuel kit and a tune up. The ignition and ignition coil were replaced as well. The district manager Mark LaGuardia authorized service manager John to refund the cost but if the work would've been properly done originally, I would not have had to pay an additional $1377.49 to right your wrong. Then to find out that the technician is no longer there adds insult to injury! You all knew he was incapable of being there in the first place. I'm getting very frustrated and I need answers.

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Sears refrigerator

Hi, our Kenmore fridge stopped working after 15 years of great service on 10/30/2016. So we decided to go to Sears and order another one - thinking we'd get the same great service. Well, nothing could be father than the truth.

We went to the local sears in Yonkers, NY and ordered the fridge with a delivery date of 11/7/2016 as the sales rep stated they had the unit at the warehouse. The day before the delivery Sears changed the delivery data to 11/14/2016 stating they did not have the product in the warehouse. We have a young child and added a fridge so I told my wife to cancel the order and we'll go out and buy one that day..

We canceled the order and were told we'd need to wait 7-10 days to get our $780 dollar refund.

We went to Best Buy and Home Depot and didn't see anything we liked. So when we got back home we called Sears to reinstate the order - they said they could not do that and we would have to go back to the store to order it again...ughhhh. so we went online and ordered the fridge with a delivery date of 11/14/2017 luckily getting the same delivery date as the original order. We also paid an extra $29 to have it delivered between 4PM and 9PM so i could be home.

On 11/14/2016 we were waiting for our delivery and at 6PM decided to check online. the delivery portal said our delivery was canceled and moved to 11/28/2016. Furious, I called sears and spent 40 minutes trying to understand what happened. Finally, the rep said that our fridge was not available and it would be on the 28th. Obviously, we couldn't wait another 2 weeks to get a fridge so I once again canceled the order with Sears as they couldn't commit to anything. The rep wanted to give us a credit to keep the order and wouldn't transfer us to a supervisor when we asked.

We went to PC Richards, had a great experience, and had our fridge delivered the next day (11/15/2016). We never really shopped there and didn't know what to expect but were pretty happy with he results.

Fast forward to today 11/25/2016 - we get a text from the Sears delivery department stating that our fridge will be delivered on the 28th...Wow, now were freaking out that we can't take this delivery that was already canceled. I went online to see if we received the credit and noticed the first 4780 credit for the fridge from 11/7 but not the $740 for the subsequent order.

I call sears customer service again and am on the phone for 10-15 minutes trying to figure out what is going on. firs the rep says the order wasn't canceled than tells me that the order was cancelled but i need to call the delivery company to cancel the delivery.. Frustrated i ask when we will get our refund - she says in 3-5 business days but is not clear from when? the 14th? today? very hard to understand.

We call the delivery company and they say that our order was canceled but couldn't explain why we got a delivery notice.

Recap, very poor customer service and when you ask for a cancelation all they do is try to offer you a discount with no commitments. NOT THE SEARS I SHOPPED AT 15 YEARS AGO..

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Sears customer service

I was at the Newport News Sears. I could not find a Sears representative in the store at the tool dept. I walked around then found two representatives talking in the garden section. There were no other customers present. I waited three minutes for them to finish there discussion and acknowledge me. They each looked at me during their discussion but did not stop talking to help me. They then started to walk away from me. I started to say something then one of them looked at me and said I'll be with you in a minute. I said just had a question. He said ill be with you in a minute. I said I was leaving because two service representatives and not one of them could help me. He said have a great Thanksgiving. And as I was leaving the other representative said and have a Merry Christmas also. Worst service I have ever had. I will not be back to Sears. I can get anything they sell in other stores.

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Sears electric fireplace

11/22 at 7:30pm I visited the sears at south park in strongsville ohio. I had researched an item prior to arriving at the store and according to your web site the item was there and in stock. When I asked the salesperson, conner, how I could get this item he quickly told me that the item was not there and that if it was there it would be in the furniture department. I told him that I saw it on line and that according to the on line site it was there. He told me that it was a seasonal items and unless it was on the floor it was not in stock! He also assured me that he knew everything that was in his store. By the way, I was the only customer in the whole store and have been a very very loyal customer over the years. Over the past month I have spent thousands of dollars there. I obviously was not satisfied with his answer so I went on your in store computer and showed him that it was in stock. He walked away and another young man assisted me. How rude to just disregard me! The second young man was able to locate the item and I quickly purchased it. When I went around to pick up the item I couldnt help but notice the sign that said I would be waited on within 5 minutes. Great as it was now 8:30 and I was tired and ready to go home. However, after 20 minutes no one was to be found and now the store was announcing that it was closing in 10 minutes! I quickly called the store and asked to speak to the in store asst manager brit. She refused to talk to me and again I was on my own. I called back and asked for the young man that assisted me and he must have notified the stock room person. He showed up at closing and told me that he was working on other stuff. Never apologized for my half hour wait or even offered me a valid reason why. Didnt really say anything to me... As I was loading the item in my truck I could see your asst manager brit getting in her car and leaving.
This is the worst experience I have ever had at sears. My wife always complains to me as to why I continually shop there as the treatment is often never good. I have to say that I finally agree with here. I was in the market for a zero turn but dont think I will be going back. I thought that you should know that over the years the service there has gotten worse and worse and im tired of it. Its sad because again I am and have been and long standing loyal customer and really believe that you have good products but the service is terrible.

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Sears clothing return

I purchased several blouses in September for a very close relative that has since expired and when I attempted to return the new garments with price tags attached and receipts at a local Sears store today, I was told that I could not return them because it was over 30 days since I purchased them. Are you serious? Just prior to attempting to return these items I went to J C Penney and returned pants without a problem. Maybe Sears should adopt a new return policy? This is absurd and Sears has lost a long time customer effective immediately.

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Sears return policy

I don't usually shop at Sears for anything except appliances, and now I know why I don't.  In August, I bought a couple of t-shirts to give as gifts in October.  I did not realize that Sears had a 30 day return policy as the stores I usually use will accept returns for at least 90 days and sometimes more with the receipt or with them being able to pull the purchase up with my credit card or store rewards cards.  The shirts did not fit and when I went to return them in October, I was informed that they could not return or exchange them because of the 30 day return policy, even though there were still identical shirts on the racks.  These were not seasonal items.  I now understand why Sears is struggling to keep stores open nationwide. Sears return policies are not consistent with competitors and usually the competitors have a better selection of items to begin with.

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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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Sears contacts

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