Sears
reviews and complaints

I'm going to preface this with the fact that I purchased my glasses from them in July of 2015. They originally came with the wrong prescription, but they had simply not asked whether they were for reading or seeing when they ordered and it was quickly addressed.

Fast forward to July 2016 the frames broke. I brought them back to the store and they offered to replace under warranty for $24 which could take "a couple of weeks". Well, weeks turned into months. I called the store repeatedly and generally got busy signals or voice mail (none of which were ever answered). I stopped by the store every few weeks and most of the time they were closed (during standard hours). On the few occasions I was able to speak to somebody on the phone or in the store, I kept getting varied stories such as "they already shipped" or "they are backordered" or "they were doing inventory so there was a delay". This went on until March of 2017 (8 months for those counting).

I finally got a hold of a human being there who told me to come in, pick another set of frames, and they would just order me a new pair. I did so in April. Well, it is now June and the glasses are STILL not in. Again with leaving voicemail to no avail or speaking to somebody who promises to look into it and never does (or visiting the store only to find them closed again).

I found out the store is owned by US Vision (not Luxottica, who owns most of the stores) and was able to get a US Vision rep to assist. They told me that my original frames were in stock but they needed to confirm with the store about ordering them. Two weeks and US Vision has been unable to get a hold of anybody working in THEIR OWN STORE and the CS rep from US Vision is still waiting on a call back from the District Manager. The last person I spoke to at the location swears that the glasses were ordered but even US Vision can't see the order.

So now I'm going on a FULL YEAR without glasses from Sears with ZERO effort on customer service. US Vision corporate has been great and has offered to send me a complete set of glasses (not just frames) but they still need to verify with the store.

Go ANYWHERE but this place. Avoid like the plague if you ever want hope of getting glasses. They don't deserve to be in business.

Have Sears appliances at two different homes with maint. agreement on all of them for many years. Had first maint. check on May 18, 2017 and fridge needed gasket. Tech didn't order. Another tech came May 30th and ordered gasket. Still waiting. Gasket supposed to be mailed to our home. Keep getting e-mails and phone messages from Sears to contact and/or call but still no gasket. Was disconnected on phone the last two calls made. Last information I received was that order should be received this week and then WE need to call again to make appointment. Tried to get another tech out to resolve a water problem that started after the first visit on May 18th. Customer Service seems to be a low priority.

I was so excited when Memorial Day finally approached, after all my washer had washed it's last cycle approximately three weeks prior.
I got up early and went to sears to purchase a new washer on the 27th of May. The sales associate was very polite, as an added bonus I had a service coupon for an additional 10% off the sales price. Yea... I just saved a few bills easily, so there was never any doubt I would be purchasing the wire mesh hoses in place of the standard black rubber hoses that have a tendency to rupture.
My deliver date was set for the 02nd of June, washer arrived without the wire hoses. I was at work however my 28 year old daughter was present. She even stated how she had asked one of the guys what to press in order to place the unit in the on mode. Needless to say they did not turn on the unit and told her to just read the manual.
Upon arriving from work I quickly relalized that it was indeed not a literacy issue. The unit was simply non operational.

I contacted sears and stayed on the phone for two hours talking to 6 different individuals that were not able to assist, one guy even decided that I was a service tech therefore he attempted to lend his expertise. Which meant unplugging the washer waiting 2min and plugging it back in!
Even though he had already made a disclosure at the beginning of the phone call, stating sears no longer supports service repairs on Maytag appliances.
Finally a repersentive insisted the delivery team was still in the area and would be here in 45min. I waited an hour and called back to be told the representative gave me the wrong information. Per discussion there are no deliveries after 2pm. The final phone call on the 2nd of June ended with a representative telling me that he would have a new unit delivered on the 9th of June.
"Which made no sense at all to me, instead of sending out a service rep 1st you're going to send a new unit?
Fast forward to the 9th of June, the new unit never showed-up and we got a phone call 2hours after the latest time stipulated in my tracker that the truck broke down. Called sears, now the repersentive is telling me that I have to wait unti the 16th of June in order to receive a new unit.
Finally I had enough and I went into the store today; 11th of June 2017 and talked to a manager in order to get some sort of resolve. He tried calling the service tech department and after 15minutes realized my delimmia and hung up the phone.
Then he stated let's just go another route and see if we can get the new washer deliver to you before the 16th. He had everything set-up and I was finally a happy camper. My washer was going to be delivered on the 13th of JUN between the hours of 11:30 - 13:30.
Kidd you not; as soon as I got in my car my cell phone stated ringing and it was the delivery team stating that the date recently applied to my order would have to be updated.
I prayed, got out of my car, prayed again, went back into the store and asked for a full refund.
Sears has truly diminished in regards to customer service and application of certain compensation programs that would at the very least motivate your customers to continue shopping there. Not only did I lose funds by going to a laundrymat and diving back to the store after the purchase was final. Sadly I have lost hope in SEARS...
At this stage it's quite obvious that my new washer will be coming from Lowes or Home Depot. Just waiting on the 4th of July sale.

Please read below my complaint and thus far the not so timely responses from Sears. My issue in a nut shell is that I did not received the diagnostic service I was charge for. The repair person did not used any diagnostics tools, did not put the machine through it's cycles to observed the machine's behavior just looked at a few error codes and told the control pwb $500.00 was bad and install of the pwb $300.00.
The root cause of the washing machine failure was erratic voltage input from the house electric panel, which I figured out myself and repaired it for $17.00 circuit breaker.

Jaso,
Thank you for your reply.
Please note that the “trip fee” as you refer to it, is supposed to be a diagnostics fee. Not just a home visit, but to troubleshoot, diagnose a problem, find the exact cause and provide a proper solution. The service provided was completely useless and had no value to me whatsoever. Ha I accepted his findings and followed his advice; I would had purchased a new machine and would had had the same issue.
I don’t want to be sent in a wild-goose-chase. Please provide me with the email of a higher authority who can resolve this matter or forward this email.

Regards,
Marco

From: Sears Home Services - Solutions [mailto:[protected]@searshomeservices.com]
Sent: Wednesday, June 7, 2017 11:01 AM
To: Marco King
Subject: Re1: Dissatisfied with appliance diagnosis (KMM78070494V47610L0KM)

Dear Marco,

Thank you for writing back to us.

I realize that your are concerned about the trip fee.

I wish to inform you that the trip fee is charged for our technician to visit your house.

Since our technician has visited your house, you will be responsible for trip fee.

To help you further, I request you to contact our Repair Solutions at [protected] to file a billing dispute against the trip fee.

The hours of operation are Monday-Friday 8:00am to 9:00pm, Saturday 8:00am-9:00pm and on Sunday 10:00am-6:00pm. One of our advisors will surely help you in every possible ways.

Sears values your business and looks forward to serve you in the future.

Regards,
Jason. S
Sears Member Services

Original Message Follows: ------------------------
Dear Sir,

My Maytag cloth washing machine was behaving erratically stopping between cycles, blinking LEDd’ and losing power (code PF), etc. I had Sears service technician to come over to diagnose the problem. After looking at some diagnostic codes and talking to someone over the phone, he concluded that the main control board was the issue and need to be replaced. The repair estimate came to $844.98 for parts and labor. Needless to say I was not ready to just fork-over that amount of money for a repair. So I decided to try to see I could figure out some way to mitigate the cost by finding the board on line and installing it myself. I have some troubleshooting knowledge so I began with visual inspection of the main board components, then unplugging connectors one at the time and taking voltage readings. I Could not find anything that called my attention. So I then checked the voltage input from power outlet and found the voltage was not stable (readings from 50, 90 100 volts). I replace the breaker switch in electric panel box and problem was fixed…cost $17.00 for the breaker.

Diagnosing the main control board I would have expected to be done with a little more sophistication, like a PC running a diagnostic run routine or at the very least with a volt meter.

Basically I believe no real diagnostic was done and I like the diagnostic fee $85.32 to be refunded.

Regards,
Marco

Jason,
Thank you for your reply.
Please note that the “trip fee” as you refer to it, is supposed to be a diagnostics fee. Not just a home visit, but to troubleshoot, diagnose a problem, find the exact cause and provide a proper solution. The service provided was completely useless and had no value to me whatsoever. Ha I accepted his findings and followed his advice; I would had purchased a new machine and would had had the same issue.
I don’t want to be sent in a wild-goose-chase. Please provide me with the email of a higher authority who can resolve this matter or forward this email.

Regards,
Marco

From: Sears Home Services - Solutions [mailto:[protected]@searshomeservices.com]
Sent: Wednesday, June 7, 2017 11:01 AM
To: Marco King
Subject: Re1: Dissatisfied with appliance diagnosis (KMM78070494V47610L0KM)

Dear Marco,

Thank you for writing back to us.

I realize that your are concerned about the trip fee.

I wish to inform you that the trip fee is charged for our technician to visit your house.

Since our technician has visited your house, you will be responsible for trip fee.

To help you further, I request you to contact our Repair Solutions at [protected] to file a billing dispute against the trip fee.

The hours of operation are Monday-Friday 8:00am to 9:00pm, Saturday 8:00am-9:00pm and on Sunday 10:00am-6:00pm. One of our advisors will surely help you in every possible ways.

Sears values your business and looks forward to serve you in the future.

Regards,
Jason. S
Sears Member Services

Original Message Follows: ------------------------
Dear Sir,

My Maytag cloth washing machine was behaving erratically stopping between cycles, blinking LEDd’ and losing power (code PF), etc. I had Sears service technician to come over to diagnose the problem. After looking at some diagnostic codes and talking to someone over the phone, he concluded that the main control board was the issue and need to be replaced. The repair estimate came to $844.98 for parts and labor. Needless to say I was not ready to just fork-over that amount of money for a repair. So I decided to try to see I could figure out some way to mitigate the cost by finding the board on line and installing it myself. I have some troubleshooting knowledge so I began with visual inspection of the main board components, then unplugging connectors one at the time and taking voltage readings. I Could not find anything that called my attention. So I then checked the voltage input from power outlet and found the voltage was not stable (readings from 50, 90 100 volts). I replace the breaker switch in electric panel box and problem was fixed…cost $17.00 for the breaker.

Diagnosing the main control board I would have expected to be done with a little more sophistication, like a PC running a diagnostic run routine or at the very least with a volt meter.

Basically I believe no real diagnostic was done and I like the diagnostic fee $85.32 to be refunded.

Regards,
Marco

Our refrigerator broke 2 1/2 months ago on March 29. Sears has sent 3 different technicians out on 5 different trips and it still isn't fixed. Each time a technician comes out it takes 2 weeks to get them here and then 2 weeks to get the part to fix it. They have replaced the compressor twice and the condenser once. They were supposed to replace the evaporator last Thursday, but the parts weren't here. The rescheduled appointment was supposed to be today, but the technician did not show up. Now they are telling us it will be 2 more weeks before they can reschedule us. We have rented a refrigerator and will now have to pay another month's rent. The people in the call center do not care about our situation and seem to have no ability to schedule an appointment any sooner than 2 weeks. They have promised us a gift card for our trouble, but have not sent us one. They said it would be 3-5 days, but it has been 6 weeks. We want our refrigerator fixed immediately or a new refrigerator.

I am very disappointed that Sears has gone political and fallen out on the wrong side of the issue---selling shirts with the untruthful 'Free Palestine' label. Israel belongs to the Jewish people...not the Palestines. Why? Because GOD says so!

I have been a customer for 50 years...that's right, 50 years. What were you thinking?

I will not set foot in your store --or KMart--again until you apologize and withdraw these offensive shirts.

I bought a Kenmore Elite Refrigerator from Sears only 10 months ago.
The refrigerator is now generating heat making my food spoil extremely quickly. I have 4 kids to feed. I called the Sears repair center only the only emergency repair date available was 5 days later!
Their customer service center stinks and did not make any exceptions to the rule. Absolutely terrible/horrible service!

I purchased a warranty contract in 2016. My microwave was serviced in 2016 and broke again in 2017. It was serviced 2x in may 2017 and is still broken. The service man said, "it cannot be repaired". Fine. The contract provides that I receive a new replacement. I have called 3x and they keep telling me from the phillipines, that they are waiting for the repair report to come in. This is nothing more than a delay tactic. My attorney tells me that I have a good case for small claims. I want a supervisor to return my call...[protected]. I have now been without my microwave for over a month! I want a new one installed within a week.

On 5/19/17 I had my Craftsman riding mower serviced by a Sears technician. Used the mower on 5/20/17 when noticed oil spewing out from under mower. We could see that the steering link had been pressing up against the oil drain plug that the technician replaced. Called for appointment only to be told next available appointment was not until 6/14/17. After several days of multiple phone calls found rep who was willing to listen to the problem and escalated the complaint to quality assurance. Within a short time, service mgr in Newington CT called me to schedule an apt for 5/25 to correct problem and assess mower for further damage. Tech #2 confirmed that tech #1 installed wrong drain plug. Of course, correct plug not available and had to be ordered. Asked tech about options for lawn mowing (I.e. loaner mower, lawn service, etc.) until next appointment and was told the service manager would call me next day. Of course service manager did not call even after I had left messages to call me back. Holiday weekend came and went, lawn had to be mowed, no call back. This was now the 2nd mowing needed since the original service call. Had to purchase used walk-behind mower to cut the lawn (.75 acres) myself (62+ senior female). On 5/30 get a call from Sedgwick (insurance) stating they needed pictures of oil spills on lawn and driveway. The service manager filed a claim without my knowledge. To make a long story short, after many hours on the phone with district manager and strategic member support rep, appointment is scheduled for 6/5/17 to assess and repair damage. Having lost trust in Sears Service, how do I know they will be truthful in assessing damage? In the meantime Sears will not provide any assistance for loss of mower use telling me I need to take it up with the insurance company. After 3 days of leaving messages and several emails for Sedgwick asking for assistance for loss of mower use, I get a reply that liability has not yet been determined because Sears has not submitted paperwork as requested. Called Sears district manager again to inform him that Sedgwick will not help me because Sears failed to provide paperwork, I am told that their liaison will call me "when he gets a chance". When I asked for the liaison's phone number, I was told by the district manager that I can get it from the liaison when he calls, if he chooses to give me his phone number. I have never experienced so much stress, frustration, and disrespect from a company. All of this has placed a toll on my health. I would discourage anyone from buying any big ticket items from Sears. Before buying an appliance from Sears, please visit mysears.com community page and read the discussions. It's one complaint after another. It will turn your stomach.

On Friday, June 2, 2017, I was scheduled to have my HVAC unit repaired. When I called to get an estimated arrival time, I was told that the repairman had arrived. He listed in his notes that he knocked on the door, but I have an iron gate and a brick exterior, so there is no way I could hear a knock on a gate. But I do have a working doorbell and I guarantee you that he did not ring the bell. Sears also had the wrong contact phone number.

Now I have to wait until Tuesday for the repair. The customer service is inexcusable, I waited for an appointment and it is not my fault that Sears had the wrong number on file. Which I do not understand how that happened since every time you call Sears, the first question they ask is your phone number. I had to take off from work today and now I have to take off work again. My time is just as valuable as Sears! Order # [protected]. I need an emergency repair service today.

I bought the battery end June 2014 and it has 3 years warranty. The battery does not hold its charge. I went today to get a replacement (same specs) or refund as the product is discontinued. I was told that the battery is fine. I am using this battery on my boat and it needs about 1000 CCA to start. The Die Hard Platinum 31M is rated at 1150 CCA. The boat's engine doesn't start anymore. I decided not to wait to get a replacement out of the warranty and bought a new battery at WallMart. Boat's engine now starts no problem. I am extremely disappointed by the service. Sears is clearly trying to dodge its responsibilities.

Dryer continues to stop when trying to dry wet clothes. Dryer trips circuit. When circuit is re-set, dryer goes back on but after 10-15 minutes, it stops and trips circuit again. Technician unable to move dryer due to installation, but suspects electrical issue.

I was charged the diagnostic fee of $79.00 plus a fee of $15.00 attributed to technician unable to verify complaint. I did not realize I had been charged the $15.00 until after the technician had left my home.

I do not understand why the examination of the complaint was not included in the diagnostic fee. of $79.00. I reset the circuit breaker and stood next to the technician to see if the dryer kept running or shut off, per my complaint. At approx. 15-20 minutes, the dryer shut down and the circuit breaker had been tripped. This was my complaint. Technician agreed and suggested I have an electrician look at the problem.

I should not have been charged the additional $15.00, as the technician definitely saw and verified my complaint about the dryer.

Please advise how I will be refunded the $15.00.

Thank you very much.

Carol Cashman

I have been trying to get my dishwasher repaired by Sears Service Technicians for more than 3 months. They have sent the same incompetent technician out to my home twice and rescheduled pushing two appointments out by over a week each. More over when I call customer service during the day from the United States I get agents out of the country. VERY DISAPPOINTING!

Date of Incident: Friday, May 26, 2017
Technicians: Nathan F. and Joe
Nathan F. was careless and allowed the motor shaft that was removed from my mother's washer bang into my mother's beloved washer. She has had her washer/dryer set for 18 years and they are beautiful and she absolutely loves them. There wasn't a scratch on them. Now, we have a nick on the front of her washer. If it weren't for me assessing any damage, both Nathan F. and Joe would have ignored what happened. Nathan F. had no remorse. In fact, he tried to be funny about the situation since mom has had that washer for 18 years. What you do understand is that she was put into tears because of what happened. Both technicians think getting some cover-up paint will fix it. No, it will not. 18 years my mom has taken such good care of her washer with no damage at all. And your technician can't take the extra measures to ensure a product is taken care of properly so damage doesn't occur. I would like to know what kind of compensation you can give to my mom. Mind you, her washer and dryer cannot be replaced. They aren't made anymore. She absolutely treasures her machines. On top of this damage, the other technician (Joe) came after over a MONTH of still not getting the washer fixed, and failed to bring a new sealant required for the official repair. Thus, my mom had to be told AGAIN that she can't get her washer fixed. How about next week Friday, June 2...as if nobody's time or needs matter...just make customers wait and wait...weeks and weeks...doesn't matter to Sears. I am extremely upset over my mom being in tears because of the nick in her washer. There are also no excuses to be had for any technician to show up to complete a huge repair for a washer not making sure first that all bases are covered and all parts are with him. It's not like he can just go to a local Sears store and pick it up! I would like compensation for what has happened today...failure to fix my mom's washer AGAIN...over a MONTH now...on top of the nick in her beautiful washer that can no longer look as wonderful as it has all these 13 years. And it makes me so upset that Nathan F. thought nothing of it that he nicked mom's washer. He did more than damage my mom's washer...look what it did to mom emotionally. How do you compensate a customer for creating such emotional distress I would like to know. I do expect compensation...monetary, for sure...and whatever else you feel is appropriate to make this better for my mom. She certainly has not deserved any of this. No one should be waiting over a MONTH to get a washer repaired...and then to damage the front of her washer and then to say sorry, we need to reschedule...another week with no washer. I want some action on this and immediately.

My fiance and I have been together for the past 3 year's and we are struggling to make ends meet, we have 3 older children between us, and my eldest son is stationed in Misawa, Japan serving in the USAF so I have been waiting for my sweetie to get a ring iwas so excited to finally get one, Paul had purchased a sweet promise ring that he was working hard for, I received the ring a day before Christmas 2016, he was not asked about the extended warranty which I think is absurd, I grew up shopping at Sears and even my fiance worked at Sears in Hayward CA while in high school, so we believe in Seats but when we noticed that 4 of the small diamonds had fallen out we took the ring back to Sears in Hayward CA and the lady who was working there said that we were out of luck because of the extended warranty, ?!? So she sent to the jeweler for the store and called us 3 wees later and said it would cost over 300.00 to repair, well my heart is heavy because this is so sentmental, and today Paul picked up the ring now missing more diamonds then previously and now what are we to do? No money to pay for the repair, mind you that Sears should stand behind their products and I don't know what to do? I would like to think that you would make sure that this was taken care of, but perhaps it is not like back in the day, sincerely Paul and Jessica Rosenlind p.s.they also just handed him the ring with no box and not even cleaned

I purchased a refrigerator from Sears online; my delivery date with was Thursday 5/11 between the hours of 1-3. They called and told me that the refrigerator was damaged and that they would deliver me another one Saturday 5/13 between the hours of 4-6 pm. I took all my food out of the
refrigerator several hours earlier; because I had to work and didn't get
off until 4pm. I waited until 6:30 pm to find out when would the delivery people be there. They didn't bother to call me to let me know that they
woudn't be there. I had unplugged the old refrigerator and when I plugged
It back in; I realized the next morning it was not working. All my food had spoiled. I called Sears corporate office and they can care less. The delivery department ask me if I want to cancel the order. They have given me 5 different delivery date and I still don't have a refrigerator. I have been
a customer of Sears since 2000. They have horrible customer service and
delivery people. I can see why they are closing stores. They don't care
about their customers.

I had a appointment scheduled for 5/15/17 the window between 1:00 p.m. to 5:00 p.m. I looked at my clock it was after 4:00 called the Warranty Center the first your lady Jamie hung up me. Called and got Amy explained I had been waiting all day the automated machine said it was rescheduled for 5/16/17 No one called to inform me of the change. I told Amy I had doctor's appointment that week she wanted to give me different days. I insisted on speaking with the a supervisor finally got Edward # 801030. He informed me the technician got sick that was the reason for the rescheduling. And someone spoke with me at 12:04 which was a lie repeated the numbers he had on filed. He was apologetic and said he would speak with Jamie on her behavior also send a message to technician so I would be his first stop however when the technician called I was his 5th stop I felt like that was a punishment for being upset and calling them out on their poor communication skills ! No Wonder Sears sales are down and before you go completely Out of Business! Hire Competent Workers after all We the Customers pay your Salary!

I bought a pair of boots in the Rock Hill, SC store on 4/5/2017. After several weeks, I decided I probably needed some other items more than I needed the boots so I proceeded to return them when I had time in my very busy schedule. I brought them back to the store on 5/13/17. The boots had never been out of the box and the box itself was in excellent shape. I also had my original receipt.  The person at the register said they could do nothing for me because it was over 30 days. I asked to see a manager. I explained to the manager that I would just like store credit to get other items, the boots are obviously in brand new condition, and it has only been 8 days past the 30 day policy. She said sorry there is nothing she can do. I asked her if 8 days on the return policy was worth losing a 20 plus year customer of the store. She said yes because that is the store's policy. I have been a long time customer of Sears as well as Sears auto center. This is how I'm treated after years of loyalty. 

On March 5th, 2017 sears came out to look at my washer, the tech said he could fix it but I have to order it thru him (sears) I gave him $300.47 in cash, he gave me a receipt for that amount, a week later he came back to instill the part and he couldn't said something else was broken and couldn't be fixed. I said ok, he gave a yellow form with my refund amount of 300.47 and to expect the check in 21 days, not its been over 5 weeks later and no check. I called the sears customer solutions and they keep giving me the run around, I called back today and now they said the tech nevered turn in any money! WTF! not my problem I have 2 receipts showing I paid and now they have no record, CUSTOMER SERVICE SUCKS! If I got a receipt for my payment and a receipts for my refund, how in the hell they don;t have a record of it. I called 15 times and still can't get a solution! I am going to corporate in Hoffman estates, this doesn't make sense! THE TECH EITHER STOLE THE MONEY AND PART OR sears customer service record keeping in mess up.

DO NOT BUY OR USE SEARS SERVICE DEPARTMENT FOR ANYTHING! THEY HAVE TECH STEALING CUSTOMERS MONEY.

THEY WONT GIVE ME MONEY BACK EVEN WITH MY RECEIPTS

KARL BLACK
5/10/2017
[protected]

I had a 3-year old refrigerator that was not getting cold. I had Sears Appliance Services Greensboro NC technician came to my house and charged me $99 for diagnosis and he simply pushed me to purchase a new Sears brand refrigerator and he said my three year old refrigerator is out of repair and if I buy a new refrigerator from Sears he will waive the $99 diagnosis fees.

The refrigerator was not owrking properly due to the temperature control failed and it would be $45 to replace it.

Sears' $99 diagnosis is a scam! They ALWAYS tell you that your appliance is bad and out of repair and it is better to buy a new appliance from Sears.

Sears Appliance Service techs are Sears Appliance salesmen dressed as "service techs"!

Never get ripped off by Sears again! I will never use Sears service in my life time.