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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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11:55 pm EDT
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Sears rude manager

Well, I use the SEARS portrait studio in Greenville, NC. I have used this studio many times in the past for things such as my engagement pictures and my first child's portraits up to 2 years old. We have always had wonderful experiences and I am always referring people to this studio. (I am an OB ultrasound tech so I come into contact with a lot of new parents) Last weekend we went in for my second son's 6 month portraits and my oldest son's 3 year old portraits. The girl that took the photos I could tell was very new and not used to working with Children. It was frustrating but my youngest was giving great smiles so I figured we were getting great shots. My oldest is very shy and we were having a tough time with him. The manager came in to "help". She was aggressive and rude. She talked over me and was dead set on doing it her way. She actually told the photographer to snap a picture while my child's back was turned so she "could get her 8 pictures." That irritated me. The service was getting worse and worse. Too many things happened to list them all but what set me in a rage was when the manager was moving my baby (I wasn't doing it fast enough) she actually hit his head on the floor, yes, she hit his head on the floor! He began screaming and I picked him up to console him. She just got up and walked away. I was in shock. She even said that he wasn't cooperating while he was crying...I WONDER WHY? Well, after less than 15 minutes in the studio we were seated at the computer. We sat for 20 minutes before any pictures were ready for us to view. Oh, let me mention, we were the ONLY customers in the studio. Well, the photographer pulls up the pictures and says my oldest didn't give us many choices but that my baby gave great shots. Well, I was feeling a little better about the entire experience until I saw the pictures. Horrible. I didn't understand what was happening. Every other time I had used this studio we got tons of time in the studio itself and we had tons of pictures to choose from. This was just getting worse and worse. All the girl kept doing was enhancing about 3 different pictures. I kept saying I wasn't interested in enhancements and that I wanted to see all the pictures we got, so then the manager comes over to help. Same story, she's showing me collages and enhancements. I kept saying that he wasn't smiling in any of the pictures, which he had been doing during the shoot and for long periods of time, and she just kept adding enhancements and trying to upsell me. Finally she got up and said well Eric will come help you in a few minutes. Well he had some sense and didn't push anything and said we can just try another day. Well, after leaving and steaming for a bit I called Sears and spoke to Emily who rescheduled me for today and promised to be our photographer. Meanwhile, Sears corporate called me and consoled me over the whole incident and of course gave us free portrait sheets. Fast forward to today. Emily takes our pictures...EXCELLENT...baby did just as well today as he did last weekend but this photographer caught the picture. Well, while waiting for my pictures to pull the manager shows up for work. I just bottled my anger and focused on my pictures. When it was time to pay the manager forced Emily to go start another shoot and that she was going to finish my order. Emily tried to stay close as she was aware of my dislike for this woman, the lady hit my son's head on the floor! The manager said 2 times "well it looks like your baby cooperated better today." After the second time I said he was cooperating fine last weekend. Well, I didn't want to make eye contact with this manager because I didn't know if I would be able to keep my cool. She actually bent over and practically laid her head on the counter to stare in my face to explain the pick up rules for the portraits. Of course she spoke with attitude and sarcasm. I told her I was fully aware of the policy since Emily and Eric have both explained it to me. She kept trying to be very sarcastic with her so called customer service and my mom just grabbed me and started pushing the stroller and said let's go. As I was walking down the hall the manager actually yelled "we look forward to scheduling your next appointment." HA! I won't be back until she is gone! I'm sorry, she did not need to intervene and she only did so to get back at me for complaining. This woman is rude, unprofessional and just disgusting. She talks over customers and employees. She has no business working with the public. If my son wasn't cooperating, I would understand bad pictures. I blame the photographer's inexperience for the first shoot. However, that girl should be getting more time and there should be a back up photographer. I was sold on coming back to Sears until the last 5 minutes of today's visit. Reading former employees statements in other complaints, I understand that there are time limits. BUT, until last weekend, I have never had a photographer worry about time. If they were getting awesome pictures, they just kept going. They understood how important these pictures were to my husband and myself. Maybe they set the bar too high. All I know is this, Sears has a lot of competition in this area now and I will be checking out those studios until this manager is GONE!

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CPIsucksalot
, US
Aug 06, 2011 7:32 am EDT

I literally clocked out early from work today and quit from Sears Portrait Studio which was located at the once Sears Essentials store on Florida Avenue in Lakeland Florida, which is apparently changing over to Kmart. I walked off the job due to the ridiculous treatment I have had to deal with sense working with this company. The Sears Portrait Studio is going to become the first stand alone store inside a kmart.

Now to tell you what that means for our studio is that the store is going to be run to the ground because of a new manager being placed into the store when I have been working my butt off for almost a year and I actually have a college degree but no that doesn't matter. The current manager told me promises that she could not keep such as giving me more hours and that the manager was going to train me to become assistant manager. She told me this at the exact time she knew she was going to be leaving to be a manager for another studio. The new manager being placed into the studio is not going to help the studio because she has never been a manager before and she doesn't even have a college degree. The other major problem is that because of our studio going to a standalone studio all of our equipment is going to be from CPI and their equipment is CRAP it never works. This company doesn't provide any new equipment and does not provide people who actually know how to fix equipment to come out and fix our stuff. Us the employee has to call tech support and tell them about our problem and then stand on ladders and try not to get electricuted by faulty equipment.

I don't know how many times I have had to sit and wait on hold too with tech support while serving customers, taking pictures that come out like crap because of messed up equipment. Now our credit card system is going to all go through them which I can assure you will go down every day. Customers complain about the fact that we are not allowed to have more then one employee working at a time and therefore I am expected to do everything and run around like a chicken with my head cut off. I am tired of: apologizing for things that are not even my fault, having to work for crap pay, people yelling at me, going out in the store and being the companies advertiser when they have enough money to advertise they just bought out Bella Pictures, those dang coupons they send out for tons of free pictures and they wonder why our numbers are down (Mcdonalds doesn't give out free stuff all the time like this and they are fast food), tired of their constant changing outreach and collections and they wonder why their employees don't know how to get their customers into a collection it is because the prices keep increasing even though the economy is bad, and I am tired of working off clock to do the end of the night closing CRAP that takes forever, and I am tired of working through my lunch breaks when I need to eat right so that I can breast feed and pump milk.

I did not start off in this studio either I started in the Brandon studio which was by far the worst studio ever. The lady who hired me was the rudest lady I think I have ever met and she hired me telling me that I would get to work as a photographer. The whole time I worked for her she made me pass these tests that she setup for me such as taking photographs of a bear and it had to be in the exact order she wanted them in or she would get really angry with me. I only got to photograph maybe two times of real people once was of a family with a mother, father, and a one year old and the second time was of an infant. But, she said I did neither of them right and therefore I had to watch her everytime and let me remind you I have a college degree in photography. Most of the time she pushed me to the sales table when I was not comfortable in that position and I told her that at the time. I had no idea that I was supposed to do both photography and sales before I went into working for this company I really had no experience in sales. So, when I sold she would get real angry saying that I just lost a customer from coming back to the studio because of you. She would only let me sell to new customers and therefore she would say it every time you just lost another customer. Finally I had enough because I told her I wanted to be a photographer not just a sales associate and I did not appreciate the way she was treating me, so she pushed me off onto another studio the Lakeland Mall because she finally came out and said oh we really didn't need a photographer we just need a sales associate and also all the sales I made went under her personal number as if she just wanted to be a photographer and not a sales person so she could pretend that it was her sales. Of course at the time I did not know we had personal numbers for our sales. She did not even give me any of the information about how to recieve or where I could find my payment info, Associate tests on the cpi site, the discrimination or workers rights, or my job discription.

Once I transfered to the Lakeland Mall I was given more hours due to the holiday season but of course that fell once the season was over. The major issue I ran into was that I found out I was pregnant. This was the talk of the other employees when I wasn't around apparently because one of the employees who had a very big mouth and acted like she was an assistant manager came out and told me that "people are wondering if you drink a lot because you have a big belly hanging over your pants". Not only did she say this comment but before that she had asked me if I drink a lot of alcoholic drinks and she would constantly talk about her sex life saying things that shouldn't be said in a work environment I was very offended by her. The work environment was very disgusting due to not only the conversations but the dirtyness of the studio and the constant smoking breaks the employees including the manager would take even when there were customers going to come for their appointment in less then 5 minutes. I was able to sell and photograph at this studio but still was not given enough hours during the off season and therefore I was pushed to the Sears Essentials Portrait studio due to that fact that they actually needed someone because the manager was the only one working there at the time, which I just quit from now.

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tma031979
Louisville, US
Sep 23, 2010 11:31 pm EDT

Picture Me and Sears have the same corporate office, and therefore same basic fundamentals. If you have another Sears in your area, maybe try there first, as it doesn't seem that Sears itself is the problem, just this one lady. Shame, one bad apple...

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Brittney,Dakota, and Maddies Mommy
powell, US
Apr 19, 2009 1:25 am EDT

First of all I am sorry about your little one. Sounds like this lady (manager} doesnt have kids and its a good thing. I know when your children are small you want to capture every little moment and this lmanager sounds like she is miserable with her own life... I know its more expensive do you have a picture me...the backgrounds are adorable!good luck!

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1:45 pm EDT
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Sears parts

The portable clamp at the end of the hose leaks and water blows all over the counters or the pressure blows the clamp off the faucet ( worn out). The beginning of March 2009, I called for repairs and to do general maintenance service . The Repair Tech came out on the 6th...noted that parts needed to be ordered. He ordered new trays, wheels, etc and the HOSE PART. A week later and approx 5 boxes of parts, we called for another appt. On March 18th, the TECH came back out, but wrong tray and NO HOSE PART. So he stated, " I will need to reorder the correct part. The HOSE part can be difficult to get ! "

On March 30th, the tray was here for several days, but still no HOSE PART. So, I called SEARS and I was informed by Customer Service ( Withholding names spoken to), that that part was NEVER ORDERED. She informed me that the TECH will call within 24 hours. On April 2nd and NO CALL from TECH, I recalled SEARS. I spoke to one rep and the call was transferred to another department to resolve the missing part. The gentleman told me that he would order the necessary part and, "you should have it in 5-7 days. " OK, now 2 weeks later, April 16, 2009, and, you guessed it, NO PART! I called Sears again, spoke to Rep, call transferred to another REP, he transferred it to the RESOLUTION DEPT. As I stated, " that under warranty, if you can't fix it then I get a new dish washer". That Department has a recording, "MAILBOX FULL. BOX NOT MONITORED DAILY. CALL !_[protected]". So, back into the circle of calls. So, at 1pm EST, I recall the 1-800 and get the message about HEAVY CALL TIME and to call back later or you can wait it out.

Absolutely unbelieveable Customer run around!

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1:22 pm EDT
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Sears can not regulate temp. in fridge

We purchased the Kenmore Elite Refrigerator model#795-[protected]/ serial#702KR00697 approx. one and a half years ago.

We have never been able to regulate the temperature inside the refrigerator..it's freezing everything, or when we turn it down, it gets too warm.

We have tried to contact someone about a possible recall on these units. We heard that all the units like this are LG units, and are causing problems everywhere.

Please contact us at the above mentioned email address so we can settle this problem.

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10:49 pm EDT
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Sears prices

I have been going to sears to get my daughter's pictures made for 15 months now. I have been pleased til April 11, 2009, when I took her to get Easter pics made. She was fussy and didn't want to get her pic taken. The girl that was taking the picture was more worried about leaving asap than trying to get pics done. She only took 4 good pics of her and asked me to reschedule for Easter Sunday. I had plans that afternoon but still took her anyway. The other lady that was working that day didn't know what she was doing. I had an appt at 1:30, she didn't get to us til after 2:00 then took her 25 min just to get the pics together on the computer. My sister at went with me. So she took my daughter to the car while I picked out the pics. When I was through she showed me the package prices. The cheapest price was $99.99. I have a small family and don't need that many pics. I usually get them for $7.99 a sheet. She said that all of them had been enhanced and that they would be $15.99 a sheet. And that the two collages that I picked out would be $30.00 each. I couldn't believe what I was hearing. I told her that I only had $70.00 to spend on the pics. Normally I only spend $50 or $60 dollars anyway on pics. She didn't offer me no kind of discount or coupons. I know they have specials all the time. but she said they didn't. She asked couldn't my sister help me out on the price. I said I'll go check and I never went back in the store. After two days of two or more hours of being there and that happened...I was very unhappy with their services. I will find somewhere else to go from now on and I will definitely asked for prices up front before any pics or even taken.

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bestwithalisp
Prince George, CA
Oct 06, 2010 9:21 am EDT

Actually when I worked for Sears, it was mandatory for all of us to discuss sales and discounts to all of the customers, due to the high range of SENIORS that were in the facility. It's hard for some people to catch up and they come in for the mass amounts of deals Sears has to offer. I agree that you should have told her that you didn't want them enhanced and that was wrong of her to do so.

I also know a lot of workers like that girl who only wanted to leave early so they just rushed through everything. It's a pretty common problem.

The girls job, tan.prodigy, is to give customer service. That's what we were all hired for. Most people don't come in with photography experience, and are trained via Sears.

I work in a pharmacy now, does that mean that I get to be [censor]y to people when they ask why they didn't pay anything for a prescription last time but now they are? No, it doesn't, because I work in a retail pharmacy, where customer service is MANDATORY. You may work in portraits, but you're still in retail, and that's why you are supposed to provide the customer with all necessary information.

Remind me never to come to your Sears to get portraits. You must be one of those workers that give the rest of you guys a bad name.

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tan.prodigy
Ottawa, CA
Jul 30, 2010 7:17 pm EDT

I work at sears portrait and those prices are correct. It is $30 for portrait collages and the cheapest package offer is $99.99. The 7.99$ coupon is only good for 1 pose and any additional sheets would cost you $20 per page instead of $10. Now, if you didn't need that many photos, you could have just picked out 1 photo (10$) and tell her you didn't want any enhancements (which was an additional $10.00). You didn't need to buy 8 sheets (package offer)..It's also not the girl's job to give you discounts, what the [censor]? As a employee, you can't just randomly give out discounts. It applies everywhere, not just here. You can't just go to walmart and say, "This shampoo is too expensive, give me a discount"..the girl was just doing her job. It is YOUR job (if you didn't want to pay for the said package) to say so and tell her what YOU want. Jeez woman, you're one those stupid customers that I hate. Leave Sears photo (Better for us), no one probably wants to serve you anyway.

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mandaray
Saint Peters, US
Nov 05, 2009 12:06 am EST

i work at sears portraits and you should have just smacked that girl silly and told her you did not want your pictures enhanced! that's ridiculous and gives all of us a bad name when co-workers act like that! ugh

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2:50 pm EDT
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Sears will lie to get you to buy

I purchased an elliptical machine to be delivered 3 days later and set-up that same day. In order for this to happen, I had to pay an extra $65 to have it pulled from store stock. I had no problem with that due to the fact that I was off work that day and I am unable to just take off work without notice. I received a call the following day from the installers advising me they do not install the same day as delivery because they cannot schedule an installation without knowing when the product will be delivered. I spoke with the associate who sold me the product and she assured me it would be delivered to my home by 12:00pm on the scheduled day. Based on this the installation was scheduled for later that afternoon. The day prior to delivery Sears calls to advise the delivery time which was past the time it needed to be delivered to be installed the same day - not the by 12:00pm as promised. I explained the situation to the delivery department and they could have cared less. Their response was that the store set the time. So I went to the store. Spoke with a sales associate and a manager. Not one made an attempt to get this straightened out. I was left with no choice but to cancel the order. I contacted the customer service department and their response was that they were sorry I had problems and that they would use my feedback to improve their service. Their final response was that because I cancelled my order (I had no choice) there would be nothing further that they would do and considered this complaint closed. I have had a Sears card for 23 years and will be closing my account.

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10:52 am EDT
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Sears van

TO:
When a person is hired at a sears outlet for an in-home service technician administration provides a seras van . The van has a Hows my driving sticker on the back with a free number to call if they develope a expression of power.{Beware} Past customers my have had a bad experience with sears and may be having a condition that concentrate on having you fired. Here is how is works. Actual call in a sears van blue color has signalled and turned to the left and a had to brake. this is a playback tape that has the customer fabricating adding to a obviously lie. What are some of the lessons we have learned? Find a different job.

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9:16 pm EDT
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Sears phone call from sears

My name is Robert Simon Parker, My wife's name is Carol Louise Parker. I received a very disturbing phone call from one of your tellers at 7:16 P.M. on April the 8 / 09 .She said she was from Sears canada and asked if I was Robert Parker. I said yes, she then said that I owed sears $1078.00 dollars wich I replied that I owe nothing to sears. She then started to get mouthy with me and told me that I 'd better pay up . I told her you must have the wrong Robert Parker she then asked me for my birth date and it probably did not corresponded with her Robert Parker she told me that I would have to prove to her I wasn't the Robert that owe you money or the phone calls would not stop. I have shopped at sears for some thirty years but after this call I will never buy as much as a thumb tack from your store.She was very rude and impolite. And if I get more arrassing calls, I will seek legal Help. I do not owe sears any money and do not want more calls. Thank you. Robert Parker

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Phillip Eldridge
Bowmanville, CA
Oct 15, 2013 12:04 pm EDT

I agree with this customer 100%, Sears is getting bad..
I am having my own problums with sears..!
I will not deal with Sears anymore.
They do not know to deal with customers anymore...
they are going to loose us one by one.

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4:41 pm EDT
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Sears poor service/breach of contract

I paid a higher price for what I thought would be a Sears guarantee of service and quality. Big mistake. In November 08, we purchased and had a new air conditioning system installed in our house. We paid for and included in our contract a permit for the system. It is now April 09 and despite several calls over several months to the "Project Coordinator" who never returned a call, we still do not have any status on a permit for which we have been paid. Additionally, our brand new air conditioner stopped working - we were told we'd get a response within 24-48 hours from the company Sears contracted to do the installation. We did not. When calling the corporate office for Sears Home Improvement they tried to get the service provider on the line and could not. On one of the calls w/Sears, I was basically told it was up to me to get through to the local Sears office (which never returned calls over several months) to be able to get another service provider out to the house. I am extremely disappointed and will never make the error of contracting with Sears again.

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12:24 pm EDT
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Sears huge interest rate increases

we have been loyal sears and kmart customers for years. on our new bills our interest rates have skyrocketed. no late payments. every time you go in either the clerks are hawking using the sears card. i would warn kmart not to do this anymore. we are taking our business elsewhere, and we do a LOT of business in the pharmacy.

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losmurf
Milford, US
Apr 25, 2011 7:01 pm EDT
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all sears is interested in is making money they dont care about customers their attitude is some one will open an account so why should we listen to anyone who has a card
we have had a card since 1981 and since citibank took over our interest rate jumped to 25.24 percent so tell me they dont have a racket going on

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Dustbin
, US
Nov 21, 2010 3:12 am EST

I so much agree with the positions directed at SEARS MASTERCARD so much that in my utter personal fury I set up a website (SEARS-Mastercard-Beware.com) as a consumer alert on how I personally got screwed out of over 30, 0000! plus award points. I have taken the liberty of placing a link to this web page on that web site. The consumer can only do what he can do, but the consumer must do it.

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GIAMILLS
LANGHOR, US
Feb 27, 2010 10:35 am EST

I, too, had Sears/Citibank cite my not responding to the "opt-out" letter by 10-31-09 as they flatly refused to lower my interest rate from the jack-upped rate of 25%. Not Marge nor Supervisor Janine would/could lower my rate deferring to a statement that Citibank is not offering any lower rates. So, I, a customer of 25 years, in good standing, who has her payments programed from her bank account so as not to be late, and who pays more than the minimum am being used by the banking system to recover from the insidious and negligent manner of doing their money/loans.

Who is really on our side here? Yes, Feb 2010 supposedly marks the month that some much needed relief is going to be offered for some. However, this relief does not really help those who have been damaged beyond all financial redemption at this point.

I will survive only because Capital was able to assist me in paying off Sears at a respectable rate of 3.25% - although I will have to pay attention to any unmarked mailings that may occur to indicate a rate increase.

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mulz97
West Sayville, US
May 14, 2009 8:54 am EDT

I too called Sears to complain about the huge interest rate increase. They told me about the "opt-out" letter I should have received in December (even though I never received it). They sent me a duplicate. It says I have the right to "opt-out" and continue paying credit card at old rates but they will close my account. WELL...my account is already closed. I closed it myself a couple months ago because my brand new Kenmore stove caught on fire and Sears refused to replace it. They said it was repairable. There were flames shooting out of my stove, the circuit breaker flipped off. The interior was damaged and the exterior top piece was melted. I will never shop at Sears again.

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Enouth
, US
Apr 24, 2009 1:21 am EDT

Just got my statement from Sears Gold Card and they have increased the interest rate almost two fold to 21.4% even though I have never been late. Contacted card company and was told that Citibank had taken over and they were in control of the rate. Also was told that I was sent an "opt-out" letter which I never remember getting and that I could either agree to the rate increase or close my account to keep current rate. No problem...I will pay off, close and never shop at another Sears or K-Mart which is owned by a hedge fund outfit. I've told my family, friends and co harts to beware of this gouging outfit.
Seems they are going in the same direction as A&P went.

Boycott this hedge outfit and CitiBank.

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KLiang
Sacramento, US
Apr 21, 2009 4:43 pm EDT

I've been a Sears shopper for two decades. Our gold card interest rate went from 11% to 21.4% in April. We called Citibank, they refused to reduce the amount citing an "opt-out" letter that was sent to us, offering to keep our interest rate the same if we canceled our card.

I will never shop at Sears again.

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Sears error message f 51

F 51 appears on most of the cycles. Only the 'whitest whites' cycle seems to be unaffected. The machine stops completely. If I push the stop button, the error message goes away. If I hit the start button the machine will start again but immediately goes back into trouble. I then have to cancel the cycle, let it drain, and start the 'rinse, spin, drain cycle', but now this cycle is getting the error code. So in effect I can't run a complete wash cycle, I can't rinse and spin the soap out of the clothes, so the load is left somewhat clean, somewhat rinsed, and sopping wet.Our washer was purchased July 28, 2007. The trouble started shortly after the one year warranty expired. I researched the error code online and have determined that the mother board needs to be replaced. This will cost between $200-400, for a machine that has been in use for less than two years. This week we received a form letter from Sears advising us that if the serial number on our washer fell within a certain range, the mother board would be upgraded at no cost to us. Our machine has a serial number that is higher (CU instead of the CS-CT range) which indicates to me that it was manufactured after the target machines. This means that Sears knows about the problems but as yet is unwilling to fix our machine at no cost to us. They have the serial number of our machine on file. Why did they send the letter to us knowing that our machine is out of the target range? Do I have to pay to get my machine fixed while older machines get a free upgrade? we will be contacting Sears to see if they are willing to rectify the matter. The washer was highly rated on Consumer Reports buts it appears the model is a lemon.

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nar423
Helena, US
Jul 10, 2010 12:54 pm EDT

o&jw's mom,

We did the same. Our Kenmore Oasis had the same problem within 90 days, and Sears replaced it when the repair tech had no idea had to repair it. Then 16 months later the same thing happened. It was out of warranty and the repair tech said the cost would be a minimum of $250 and it would most likely occur again in a year. He suggested we buy a new "old fashioned" washer. We bought a Roper for $280 and I've had no problems. Since then I've not bought another appliance from Sears. They know they have a problem, but are not willingness to accept responsibility.

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o&jw's mom
Columbia, US
Aug 22, 2009 3:07 pm EDT

i have a kenmore oasis that's about 2 1/2 yrs old and has just started flashing f51.
what the latest is on this matter? any more word from sears? any more word on the class action lawsuit?

i also don't want to have to pay for the diagnosis that it's a problem they knew about 2 yrs ago.
i'm not going to pay to have it fixed. i 'd buy another set of old fashioned ones before i do that.

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Dr. Cool
, US
May 18, 2009 3:00 pm EDT

Strange washer. . . we have been doing appliances for over 25 years and this particular washer is made like no other. We are not surprised that it has 'electronic issues' that are expensive to fix. In the repair industry we stick to the basics and reconditioned Sears/Wirlpool is all we sell as our reputation is on the line. They are made the best, easiest to repair, and the parts are reasonable and readily available. However, the new front loaders, the Oasis and any appliance that is complicated with electronic brains has been an expensive but lucrative business practice for a number of years now. Electronic oven controls, are a real mystery because everyone knows that electronics and heat are not well suited for each other, yet we see ranges with all the electronic controls for the oven right above the heat vents. Stay away from ranges that have this design!
Bottom line, if you don't mind paying more for a complicated machine, the manufacturers assume that you won't mind paying more for the parts, and repairs. Keep it simple and you will be much happier and have money left for something other than appliance repairs.

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3:31 pm EDT
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Sears wrong product shipped

Ordered a Cuizinart Easypop Popcorn Maker from Sears Online and received a Craftsman ToolBox instead. I immediately called [protected] and spoke to customer service. I was asked for my credit card details so that they could charge my card for a second time and order the product again. I refused to be charged as it was their mistake. The Representative explained that they would place a new order and charge my credit card, then once the toolbox is back at their warehouse they would credit me (but the credit would take a week). I told the Rep this was not acceptable as they had made the error and I should have to pay twice for their mistake. She then transfered me to Corporate [protected]) Customer Service where I spoke with Rinkoo (sp) the only Supervisor on the floor who could help me. I want to point out that I am not mobile and am unable to visit these stores in person and that I have ordered numerous things online, however this is was first online purchase with Sears.
Anyway, Rinkoo gave me the same options: 1. new order and charge your credit card again, 2. have the mistake picked up and credited (7 days) then place a new order for the Cuizinart (another 7 days). I suggested: have their people pick up their mistake and drop off the product I ordered. She said "NO".
Is it just me, or does all that not make sense. I was on the phone for 45 minutes, half of which was on hold, and in the end she said she couldn't help me and even if I spoke to someone above her (which weren't available) they would say the same thing. Also, I don't appreciate being patrinized (if Rinkoo understood as much as she said she did, she would have fixed her companys mistake).
RESULT: I will NEVER again purchase anything from a Sears (retail, online, or catalogue) EVER AGAIN.

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Sears sears scam on appliances

Failing Sears Cherry Creek North store trying anything to stay open in this recession including selling fraudulent goods then charging you more-

My husband and I are recent newlyweds (11/22/08) and just bought our very first home. We are in the process of upgrading our appliances. We decided to start with our gas cooktop since the one we currently have is not working properly. I can’t wait to cook our first meal. On 3/21/09 we went into the Sears Cherry Creek North Store (2375 E 1st Ave Denver, CO 80206) and found a GE Profile Appliance 36 in. Built-In Gas Cooktop on sale. The cooktop was on sale because we were told it was a display model with a few blemishes and missing knob. We paid ~$650 plus tax and installation. On Wednesday March 25th, my husband Justin took 4 hours off of work to meet the installer. After an hour trying to figure out the pieces, the installer discovered there were a few pieces missing and could not perform the install as-is. The installer, my husband, and I spent over two hours trying to get in touch with someone at the store only to get a machine. Finally my husband got through. Sears stated they had mistakenly sold us a ‘dummy’ display model that was never designed to operate and would never work. For our inconvenience we could return the item for a full refund and go buy another unit elsewhere or pay an additional $500 for a cooktop that works. This is the equivalent of selling a car with no engine and the dealership stating you could pay extra to get an engine so you could drive it. Anyway, the sales associate said we were welcome to come in and speak with the store manager, Mike. We were not given a last name.

On March 28, 2009 we went to the Sears Cherry Creek North and asked for Mike at 10:30 am when we were told he would be there. This was the first day he was available. At 11:30 am, store employees were finally able to find their store manager. When Mike arrived he was belligerent, rude, and unrepentant. In fact, Mike actually laughed at the mistake and never once apologized. Mike stated $500 was a fair price for a working unit since this one was not a display item. Additionally, he stated we were getting a real bargain since we were only being asked to pay $500 more ($650 + 500 = $1150) when the actual retail price is over $2200. However, on their very own website, the actual retail price is $1376.11 http://www.sears.com/shc/s/p_10153_12605_02230483000P?mv=rr#optsSvcs. We could in fact go anywhere else and pay $500 more for a working cooktop. We feel this is unfair and unjust. When we stated this to Mike he left to call his district manager in secret. He said the District Manager agreed with him. We asked if we could also speak with the District Manager and were told he would call us. Over 48 hours has passed since we were told we would be contacted. In the meantime, the ‘dummy’ cooktop is in the trunk of my car while we are left with no means to cook and have been spending money to eat out and research this cause.

Regardless of the cost, we should not have to pay one penny more to receive a working cooktop. Sears is not honoring the buyer’s warranty nor are they honoring customer service. Sears Cherry Creek North sold us an appliance under the pretense it was never used and nothing was wrong with it aside from cosmetic blemishes. Now they expect us to pay $500 more to make it work or refund our money at a total loss of all the unpaid work and personal time, energy, and undue stress.

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Update by justin
Sep 16, 2009 6:37 pm EDT

Fail,

It was not the sales associate. The sales associated wanted to exchange the item with me like I requested. The store manager and the 50 other people at Sear headquarters are the ones who would not allow it. This is not a one bad egg example. This is a true representation of Sears lack of caring and customer service. I do feel bad for the low level employees, but I am happy that this company is about to go bankrupt. You get what you give and Sears gives NOTHING!

People, do not ever shop there. You have been warned. Fail is just a Sears employee and that name is exactly where Sears is headed. So Fail, what is your postition with the company? I see the other 12 comments you made defending Sears. What a sham!

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fail
hamburger, US
Aug 30, 2009 7:50 pm EDT

Sounds like you just got a bad sales associate, stupid employees is not just a Sears issue.

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5:36 pm EDT
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Sears backordered

I was in a hurry for parts for a deep freezer, sears parts direct claimed to have every part i need in stock.

That was not the case as I am still waiting, over a week later and still no sign of my part being shipped yet. However they will refund my money...for now, then they will charge me when the part comes in. what a joke!

I am through with sears, kmart and whoever else is linked to these pieces of [censored].

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thorouglydisgusted
anywhere, US
Jun 03, 2013 12:04 pm EDT

ordered an axle and 6 washers. Cost 50 bucks with shipping, taxes. Lots of money for washers! Showed item in stock. Reality was that item (axle) was backordered for 2 months. Without the axle the wheel on the tractor will fall off and cause a personal injury.
A) card was charged
B) never notified of backorder
C) item is still in stock at website

Let's have some competent people to resurrect Sears, rather than the beancounter special, with unskilled warehouse people that are either unmotivated or unable to do their job. You get what you pay for as far as employees. Maximize profit today, but likely gone tomorrow when people finally realize that they were ripped off.

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11:06 am EDT
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Sears overcharged

Sears Gold Mastercard is offering 20%, (up to $550.00), for all amounts paid that are over the minimum payment due. The program states, 'we'll match 20% of the amount by which your on-time payments exceed total minimum due'. Mentions nothing about doubling your interest rates and even claims, 'This is an easy-money saving program for you'.

We have 'never' missed a payment or been late even one time since 2002 when we opened our account. We had a 12.83 APR until we signed up for their 20% savings program two weeks ago. Just received our statement and the interest rate on our account almost doubled from 12.83 to 23.24%.

Called Sears Customer service who gave me the run around for an hour while they transferred my call from one section to another. Eventually we were transferred to a section for distressed accounts. Tried to explain to the representative our account is not in default but part of the program we signed up for closes the account to purchases during the 4 month duration of the program we signed up for.

It is now clear when they close our account it looks like you are in default, (therefore you are now considered distressed), with all previous interest programs now void. This opens the door for them to charge whatever interest rate they decide at anytime. Next month, they could raise it to 30% without any notification whatsoever.

With no legal experience it appears to me this program is not only false advertising but a form of predatory lending practice as well. There needs to be regulatory action taken, 'immediately', to control the predatory practices credit card companies now consider normal operating procedures.

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8:59 pm EDT
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Sears repair/service

On 7/19/2008 I purchased a Kenmore ELITE® ULTRAWASH ® HE Dishwasher [Model 665.13153K701] at SEARS in Lanesboro, MA. I was persuaded to purchase installation through “qualified SEARS technicians”, even though very expensive (total price $1, 476.35).
The installers arrived more than ½ hour late; they pulled up onto our lawn in an unmarked, rusty minivan. Within minutes, our front yard was trashed with packaging material and old dishwasher parts. They were rude and unfriendly; they seriously damaged our kitchen tile floor. And since they were so late, but my wife had a medical appointment, we had to leave them with my 12-year old daughter – very scary. They left the kitchen in a mess and my daughter upset.
It soon became clear that the dishwasher was not working right: It would cancel cycles, often with detergent still left in the dispenser, leaving the dishes unclean and wet. The green clean light is flashing 8 times – pause – 1 time – pause etc.
When I called the “Parts & Repair Service Center” I was told that I needed to let the hot water run prior to starting the dishwasher; otherwise the sensor gets confused. This was obvious nonsense, but I obliged and followed this advice; to no avail.
The second time I was told it happened because I wasn’t using rinse aid. Again, this was nonsense (the problem had occurred prior to my running out of rinse aid), but I re-filled the dispenser; to no avail.
The third time I called, I stated I was getting frustrated, and I did not want phone advice anymore: I insisted on SEARS sending a repair technician to our home. The representative put the phone down.
The fourth time I called, I stated that I was going to file a law suit against SEARS if no repair technician was sent to my home: Thereupon, Technician A was dispatched.
Upon arrival he said: “I really have no clue how these modern dishwashers work”. He stated he could only order a new sensor and control board, and replace them.
Several days later we received in the mail a generic looking sensor and control board; probably not original parts, but cheap replacement parts.
During a second visit to our home, Technician A installed the new sensor and control board. To no avail: the problem persisted.
I called the “Parts & Repair Center” again to schedule another technician visit. I requested a different technician, since Technician A – as he himself had stated – didn’t know what he was doing. I was promised a “Senior Technician”.
Several days later Technician B came to our home. He immediately noticed that our dishwasher wasn’t level - the top of the dishwasher protruded 1 in. from under the countertop. He explained that, due to not being level, it wasn’t draining properly and triggering the overflow protection float. This made sense. He spent a long time righting the dishwasher; prior to leaving he asked us to call if we had any more problems, but he seemed confident that he had found and corrected the problem.
At first it seemed that way; pretty soon, though, it became clear that the incidents of malfunction were still occurring - less frequently. Instead of having an incomplete cycle and green light blinking “8-1” every other day it now occurs once or twice a week.
I called back and asked for another technician visit. I was told to call "One-Source": to replace our DW a technician had to confirm it's malfunction (apparently not in the record). I asked for Technician B to come back and asked not to see Technician A again. Yet, Technician A showed up at our house. This time he declared our dishwasher was fine and our water wasn't hot enough (it is 114 F). He left, problem unsolved.
I wrote a letter asking for a replacement dishwasher, installed by proper service technicians, or my money back. Today I received a phone call: A new DW was offered, but my request for different installers could not be granted. I was told "we have nothing to do with installation". Also, I was asked to provide my credit card number - which I refused.

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jdhawthorne
Toronto, CA
Mar 13, 2010 8:50 pm EST

I have the same problem with the same model. No one appears to know what the problem is though.

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Ken23
, CA
Feb 27, 2010 6:29 pm EST
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Not in the least surprized. Save your time if you think that complaining to Sears will have any effect at all. Direct your efforts to taking then to the small claims court which is inexpensive and efficient (better than Sears ever have been) and complain to your local Consumer Protection Bureau as well as your state rep.

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Sears service

We bought an He washingmachine 3 years ago, and as luck would have it, it died on us and we did not purchase am extended warranty, which is not the complaint. The first complaint is that this product should have not failed after only 3 years. It has been broken for a month. A repairman came out and said it was the electronic computer board that died. we said "ok" put a new one in! He said he would have to order it and it would be sent to us, and then another repairman would come out. Well we never got the part, and that was because the first repairman did not order the part like he said. So the next repairman ordered the part, and it was delivered to somewhere else. Two other repairmen came out and they found the part was sent to the wrong address. So they find the part and install said part, and it still doesnt work.

So now they are trying to figure out what went wrong! They say that the wrong part was ordered and the part that came was defective. So they ordered the supposed right part, and it shows up last week. But they cant install it because they are booked up til today, Wednesday, Mar 25, 2009. So we say ok do it then.
My wife called Monday March the 23rd, 2009, and said the part had been delivered to our house. The person on the phone, verified they would be out on Wednesday 25 Mar 2009.

The automated portion of your so called service dept called several times to let us know that the repairman would be here today, wednesday march 25, 2009, between the hours of 8 am and 12 pm.
When the repairman didnt show up by 1130, I called the service dept and got someone I could not understand.
All I could understand from her was that a repairman was dispatched to our house between the hours of 8 am and 12 pm. So I say thank you. My wife called from her school and talked to the service dept and they tell her a repairman is scheduled from 8 am to 12 pm. But by this time, the repairman is gonna have to use a time machine, because it is after 3. After several more calls, we can get no one to tell us what the problem is.
It is now 9:12 pm, 13 hours later from when I started my vigil.

We called a total of 5 times, and were told we were 6th 7th or 8th on the list, and the "repairman is on the way".
I am listening in on the conversation between my wife and YOUR service dept, and now due to negligence and complacency on YOUR PART, and through no fault of our own, they say it will be another week.
How nice! Once we get the washer fixed, we WILL NEVER SHOP AT SEARS AGAIN FOR ANYTHING.
I HAVE ANOTHER PLACE IN THE COUNTRY, AND I CAN TELL YOU I NEED A LOT OF ITEMS, THAT I WILL NOT BUY FROM SEARS.
Thank you so much for not caring about your customers!

Sincerely
Mr Wann

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iagreee
, US
Mar 26, 2009 12:50 am EDT

I had a problem like this from sears recently, my washer broke and they sent out a repairman who had to order a part. They charged for the service call and the part, but the part was backordered. Over the next 3 months the part never arrived, i had to keep calling and talk to some very hard to understand Indians who assured me it was on its way over and over, eventually I called and just cancelled the order altogether.. But the money I paid wasn't refunded..

I had to call them AGAIN about my cancelled order and ask where the refund was, I mean i just assumed by CANCELLING an order for something I never received, they would put the money back automatically (I mean standard business practice right? This is Sears after all). No, I had to explain why I wanted my money back..

they did give me back some of it, some of it was 'non-refundable' they said. I do know, I won't be choosing Sears for anything in the future.. I keep note of these companies who care so little for their customers after a sale you have to deal with people who can barely speak English.. i want to speak with an American they do their jobs better.

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12:12 pm EDT
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Sears unsatisfactory service

I purchased a house full of sear appliances including a washer/dryer stacked unit in May 07. I didn't hook up the washer/dryer until June 08 and it is defective. During the spin cycle it knocks and shakes the whole house. I contacted Sears and they sent a technician in couple of weeks. His recommendation was to get them to replace the unit because he could tell it had never been used but his diagnosis was that the spin basket was warped. I contacted Sears One Source and they wouldn't replace the unit and I had to pay upfront to have it repaired. He ordered the basket. 2 weeks later another repairman came back to replace the basket. He made the comment that I had gotten a lemon and should have it replaced after installing the basket did not fix the problem. He suggested I talk with them again and that if I wanted to fix it I should probably replace the transmission next. I told him I would call and see what they said. They denied the replacement siting the 1 year warranty was up even though both technicians had said they could tell it was brand new. After a couple of months and getting my original fees back from Sears One Source, I called to get the workorder completed. I was then told I had only thirty days and it was closed now. I had to have another technician come out and rediagnose the problem since the last technician had not included the part number in the service request. I asked to speak to a manager and he told me that they coudln't access the history from something closed so they had to send someone out to start all over. I asked to speak with his manager and he said that it wasn't possible. I asked if I could have the manager contact me via email or phone and he said no. I asked again and he hung up on me. I've had the washer/dryer since May 07 and have not been able to wash a load of clothes yet!

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Sears fraud

I contacted Sears Connect and signed up for a long distance plan.
Yesterday, I recieved a 32 page bill, 31 pages were a list of calls I had never made.
I was told I would have to wait for a "couple of days" before a supervisor would contact me~!
I'm not so worried about the bill ($115.00) as they assured me the charges would be removed... but in the meantime, I feel violated.
Who is making these calls using my number?
How can this happen?

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allie m ford
Alexandria, CA
Feb 15, 2013 9:48 pm EST
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I am not surprised but don't be surprised if the amount will not be refunded...I am so tired to dealing with sears connect...it is a nightmare...we are at our wits end with them...we are discussing getting legal council...
Be careful ...make copies and record all phone calls when dealing with them.

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9:31 am EDT
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Sears no customer service

There was a 922.12 fraudulent charge Sears Gold Master Charge March 2008. Sears was notified via certified mail and telephone April 2008. Have now sent 11 certified letters requesting charges be removes. Sears indigested wrong charges took more than a year to get copies of merchant recites. I have spoken to customer service more that 15 times trying to get matter resolved. Merchant refuses to work with Sears due time from report of complaint until Sears took any action, . I am told by Sears Gold Card customer services “too much time has elapsed, Just pay the bill. Now more than $1500 with one years interests

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Sears exchange/diehard portable power 1150a

I went into sears in Montgomery Ala Feb. 9 2009 and exchanged a diehard portable power 1150A. I also returned a 1/2" pull bar craftsman and had no trouble. I brought it home and put it in my shop. Later on i got it out of the box and pluged it up to charge it to find that it was charged but it would not jump any thing off. So i pluged it up left it for about 24 hours notthing its got a switch on the frount that you can mash to see how much power it has again nothing. I called Greenville Sears and told them this same storey They told me to call Sears in Montgomery. And get them to call them and they would exchange it for me . I called Montgomery and i told them that i didnt come to montgomery much and i was trying to get it repaced in Greenville He ask me did i have my receipt itold him i didnt know. Well i couldnt find it but did find where they had gave me a 20% off coupon. So he told me that if i didnt have my receipt that it could not be exchanged. He told me that they dont keep up with exchanges are as he said out the door items. now i didnt have a receipt when i returned the other one. I have been doing bisness with sears for years all my tools lawntractor some of my home furnishing. I think this is b------t My name is Michael Smith 9082 steiner store road Honoraville, ala [protected] now i want to be able to go to Greenville Ala sears to replace my new diehard portable power 1150A that is no good THANKIS

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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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