Sears
reviews and complaints

Hello my name is Genoris Johnson, I am a customer of Sears in Inland Mall San Bernardino California. My contact number is [protected]. I have a warrenty on my washer until 2/2010. I have made several appointment for service for my washer. the first one was 04/02/2010 at 1-5Pm no one showed up. I am disable and I had to rearrrange my appointment for this appointment. Then on 04/08/2010 I spoke to a Jake at [protected] were I was transferred to the Service Dept, he schedule me for an appointment on 04/08/2010 between 8-12AM no one showed up. This was very inconvenience to me and my in home care provider. Then on 04/08/2008 I spoke to a Super a name Betty at [protected] and she has schedule me an appointment on 04/14/2010 she also gave me an confirmation number [protected]-7108 I truly hope that Sears will uphold their side of the responsibility and come out and service for this overdue service appointment. I would like to Thank You for looking into this matter. I can be reached at the number listed above.

Thanks Again, Genoris Johnson

Dear Sears,
I'm sorry but your in trouble. Customer service has completely escaped you and now as a result I fear your business is on it's death bed. Last week I drove to Humble, Texas Sears at Deerbrook Mall and bought a Dado Blade for my 10" Craftsman Table Saw. When I got it home and started to install it I found the blade with a 5/8" arbor did not fit my saw with a 5/8" shaft. The hole in the Dado blade was smaller than 5/8". I then drove back to the Sears store and returned it, but first asking the sales person to check it.

Sadly they weren't interested and expressed a who cares attitude. Yesterday I called several Sears stores to locate and purchase a small electric garden tiller. The San Jacinto Mall in Baytown, Lawn and Garden Department said they had one in stock. I told the lady I'd be right there to buy it.

When I got to the store, I was told they were holding it for another customer. They had another on the floor and I said that's OK, I'll purchase the one on the floor. The sales lady told me they couldn't sell me that one and that if I wanted one I'd have to order it.

I was very disappointed and told her it was a 40 mile trip to get to the store and asked for the manager. She took me over to a nearby counter where a Gentleman by the name of Clinton said he was the Department Manager. I told Mr. Clinton I wanted to purchase the small electric tiller and he said it was policy not to sell floor samples.

I was very disappointed at their lack of customer service but even more so for when I was walking away, a lady who was standing nearby that heard the conversation, said as I walked by her; "If you were black, they would have sold it to you!" Both the sales lady and the manager were black and needless to say I was white.

Now, I not only feel I was the victim of poor customer service but also a victim of racism.

After leaving the Sears store, I drove down the street and stopped at a Lowes. They had a tiller on display that looked almost identical to the Craftsman model, only it was a Troy-Bilt Model TB154. It was their display model, but they gladly sold it to me, and because it didn't have a box, they knocked off 10%. That made the Troy-Bilt $20 less than the Sears model.

Everything came out OK. I got my small garden tilled, saved money and learned there are other places with better customer service and better prices. My wood shop is filled with about every Craftsman power tool you sell. But now those Craftsman power and hand tools will be slowly phased out in favor of other brands as they wear out. I'm sad about this as I was always proud of my Craftsman tools.

If the service experience at my last two recent visits are typical, YOU are in trouble and will soon be out of business.

I purchased a Jenn-Air downdraft range 2 years ago from Sears--Recently the touchpad went out and I called to schedule a repair appointment. I was also talked in to purchasing a year service warranty, because I was told they were having alot of issues with this particular range. I was scheduled for an appointmnet on April 6th between 8-5. At 4:50 I called to see where my techician was due to the fact it was so close to five. I was told he was running behind--but he had not called to let me know. At 7:15 he called and I asked why he hadn't called, he replied, "This is your call" He came in and immediately knew what the problem was because I had sent them the serial number model number and the problem--He of course did not have the part to fix it--I took a day off of work and accomplished nothing--They want to reschedule for another day for me to sit around from 8-5--which I can not--I have asked to speak with management--apparently, there is none--I have spoken with several Case Managers--they have no boss?
The customer service department has been subpar at best-I have asked to schedule an appointment for after 3 due to my work schedule==This is not their policy--so I continue to be without an oven due to the faulty touch pad--I purchased all of my kitchen appliances from Sears, including washer and dryer--They will never receive one more dime of my hard earned money--The CEO of Sears should be appalled at the lack of customer care his work force offers--I feel comfortable with this comment due to the numerous employees I have spoken with--not one employee was able to offer any help, suggestions etc. Only an apology and the comment I understand this is frustrating--Okay you know it is frustrating so make it right--I was also offered a 50 gift card for Seats--which I refused--I only want my touchpad replaced, without me having to take another day off sitting around from 8-5, not hearing from a tech until 7:15--
Denise M. Skallet
1184 Longpoint Road
Cross, SC 29436

My washer which is under Sears extended warranty has been bad for 7 weeks now. Sears repair sent a technician who supposedly fixed it. The washer stopped working again 1 week later. I scheduled another repair service and the technician who came out ordered parts but also told me this was a 2-man job. I scheduled another service for a Saturday and someone called from Sears on that day to let me know Sears does not do a 2-man job on Saturdays. No one told me this when they scheduled me for a Saturday. Now I'm sitting here 3 weeks later waiting for a technician on a Thursday (after taking off time from work just for this), only to be told by the Technician that my morning service afternoon has turned to an afternoon service appointment... and not to mention the technician's very bad and sarcastic attitude. Is Sears Repair Center and their technicians horrible or what? Remind me never to get an extended warranty for any appliance I buy from Sears ever again!. I'll rather buy a home warranty from another company or use an outside company's technician. I'll be sure to pass this on to all my friends as well. This is one very, very, very, unsatisfied customer!

I along with a Sears Sales Representative contacted the Home Improvment Credit Card Group to extend my line of credit to allow for the purchase of a Sears aircondition to obtain the 12 months at no interest option. I was denied credit extension and provided no reason. My credit history is impeccable. I am a retired person whose gross income has greatly been reduced, but I have a 401K supplement to my income, and a cushioned bank account for unexpected expenses. I was outraged at Sears denial to extend my credit limit to qualify for the 12 month no interest option. I advised the sales representative to voice my formal complaint through his channels. While I was applying for the credit extention on the sales representative's phone, I was placed on hold twice. I was having problems understanding the credit rep and asked if she could call my home number so I could better hear her and she advised she could not make outgoing calls? After the sales rep left, I called the Sears Scheduling contact number, reached the Credit Department, voiced my complaint, and asked for the address to forward my complaint. That representative questioned had I been provided a reason why I was declined the extnetion and he agreed to obtain the reason and provide it to me. He placed me on hold and never returned. I hung up because I wasn't going to remain on hold forever. I contacted another company who had provided me with a $2, 000.00 lower bid/estimate for the replacement of my air conditioning system and they provided me with a 12 month no interest option with no problem. After being a home owner for 32 years and using Sears for most all household purchases, I'll never us Sears again. You've lost a lifetime customer who will do my best to advise anyone I know to never shop or do business with Sears. In spite of my being upset with Sears, I guess you truly did me a favor by not extending my credit limit because I saved $2, 000.00 with a competitor and recieved much better service and customer respect.

I received a Kushies crib sheet as a baby shower gift that had the Sears price tag still attached to the back. When I opened the package, the crib sheet had a rip in the seam, so I took it back to Sears to exchange it.

The woman told me she would not do a straight exchange without the receipt even though the Sears price tag was still attached. I explained I did not have the receipt because it was a gift, but that all I wanted was a straight exchange for the exact same Kushies crib sheet because the product was defective. She told me I would have to "return" the item and get a refund for the lowest sale price (30% less than what was paid for it) and then buy a new one at full price. She said that was their "return" policy.

I tried explaining again and again that I was not "returning", but rather I was "exchanging" defective merchandise. I talked to the manager, but she just reiterated what the first woman had told me - that was their "return" policy, despite my insistance that this was an EXCHANGE.

I live in the country about half an hour away from the nearest Sears, and I had dragged my newborn out in the winter to deal with this. So I didn't want to go home and have to come back to deal with this... waste of gas and time. It just so happened that day the Kushies crib sheets were on sale for 25% off, so I "returned" the defective crib sheet for the lowest sale price (30% off retail), then bought another exact same crib sheet paying 25% off retail. It ended up costing me a couple of dollars to get a new crib sheet, but in hind sight I should have just sewn it up myself. I just felt like I deserved a new one and Sears was going to be the one to give it to me, I guess...

I filed a complaint with the BBB, but they closed the file saying that was Sears' policy - end of story.

So, I contacted Kushies to let them know how Sears was handling their products. They were DISGUSTED with how Sears had treated me and told me that Sears gets reimbursed for defective merchandise returned to them.
Basically Sears is running a giant money-grubbing scam collecting money for exchanged defective merchandise, then getting fully refunded from the supplier as well.

Kushies was FANTASTIC! They told me they were going to file their own complaint with Sears about refusing to exchange their product, they apologized profusely for their defective merchandise, and sent my daughter a really nice Kushies toy to help make up for it.

I do not shop at Sears anymore and never will. I only shop at places I feel comfortable knowing that in the unlikely event that I am not satisfied, I have to be certain that company will make it right. Places like Costco accept all returns, refunds, whatever, with or without the receipt - I never hesitate to buy from them.

But never, ever will I set foot in Sears again. They're your best friend until they get your money... just like every other scam artist out there.

called for home service tech to come to house to give estimate on damage done to riding lawnmower from a deck collapsing on mower was told that the wheels were locked up but the tech did not even check to see if the wheels were locked up or even attempt to see if it moved.tech id 0866004 it was very important to customer to have that est done for ins purposes. to see if the cost to replace mower is more than to fix the mower. for the price of service for est is well over $100.00 u would think that they would do a good job. but beings he never made any attempt to do the job right the first time customer had to make special trip to another town to get tech to check that transmission was locked up.

The worst service I ever had !
I had ordered a control panel on 1/20/2010 and wrong part was shipped. It was returned and ordered new, Sears promised to ship it many times...never happened, when evr i called it was backordered and Finally i got an email saying it is shiped on 3/9. Waited till 3/26 and called customer serive. I was told there is another shiping mishapp, it was never shiped. And ordered new again on 3/26 and the shiping date promised was 4/02. Never recieved any emails. Today 04/05/10, I called customer service and was told part is backorderd.
Worst service. Cant Sears customer get a reasonable trust worthy date of shiping? It doesnt make any sense to wait 3 months and even today the service agents don't know when they can provide.
SAY NO TO SEARS !

Disappointed customer
Texas

I am an unlucky owner of the Oasis HE Washer & Dryer. I was a loyal Sears customer over my lifetime - washer, dryer, refrigerator, dishwasher, range, tires and more tires and car service for two cars...and more. But all that has changed with this terrible product and the horrible response thus far from Sears.

My last washer - a simple Sears model washer and dryer lasted 14 years and served me very well. My husband treated me to this extravagant purchase of the Oasis set and what junk. I have been unhappy with it from day one, but now it won't even complete the cycle, displaying error codes, the lid lock disengages, and when you press start, you are back to square one. Last night a load of laundry was destroyed because issues apparently left residual bleach in the machine - well over $200 of garments destroyed and now in the garbage. Even when it works, clothes are not even cleaned - often they come out with dry spots still on the garment. Underwear not even cleaned - I'd be better served by hand washing.

The dryer is little better - the door hasn't engaged for over a year now - I have to fiddle with it to get it to close. Now the dryer just runs and runs and runs, time doesn't go down. And the reward, the clothes don't seem to be drying.

About 2 weeks ago I called, sure that I had lemons on my hands - the customer service people responded in a way that suggested to me that I just had bad luck in getting a bad set of a good product. They would offer me no help except to arrange a service call, of course at my expense.

I was so frustrated I just gave up. Since then I have done research online and am so enraged to learn that Sears is well aware of the fact that the Oasis line is junk and defective - that thousands of consumers are unhappy and having trouble - that there is in fact a class action suit underway, urgings to complaint to the Better Business Bureau, and a recall. In reviewing the information, I found that my washer Model 110.[protected] Serial # CT4271881 was among the recall - researched further to learn that somewhere along the way they pulled the serial # back to CT35 or something.

Armed with the numbers provided online, I called the "Product Resolution" department - located in Texas - spoke with Antonia - badge 300063 and escalated to her supervisor Jeannette - badge #76355. Asked to speak to her supervisor, but she said she was unavailable, when I offered to hold as long it takes, she said she would not take the call. She assured me she would have her call - so far no call. That manager's name is Sandra - no last name, no badge. That should be easy to track right, Sandra at Sears. That's service? This department confirmed that my number falls outside of the recall range, they did acknowledge that the range had been changed but could not explain why. They suggested I call "Customer Service" at [protected]. From there it just gets worse.

Called this number, and got Liza - badge #654491. I waited 30 minutes on hold before being connected to Liza - I asked where she was located and she said it is agains t policy to disclose - probably not even in the US. Anyway, she said all she could do was arrange a service call at my expense. When I asked to speak to a supervisor, she refused to connect me. I then demanded, was put on hold, a little music and wala, a voice comes on the line, "Product Resolution, how can I help you?"...I am back to the Texas crew.

So next I tried the Store - in Watchung where my sweet husband was convinced I am sorry to say to spend a lot of money on this junk. The manger of the appliance department is Bridgette, she was no where to be found, not in the office, but the person said she has seen her today and would ask her to call me. So far no call.

So Sears, does anyone stand behind their product in your organization any more - does anyone care that you are loosing a life long customer across many product lines? In addition to losing my business and that of my family, I am often asked for recommendations as a real estate agent. I am also a vocal and consistent contributor online - and am on my last nerve and ready to go viral with this "silent recall" situation.

So here is the deal Sears, I am putting you on notice - I want a washer and dryer that work, that clean and dry clothes, that do not destroy clothes, that successfully operate through cycles.

I will give you a short time to respond in a satisfactory way - and if you do not, I will sign every petition, do everything in my power to join class action suits or be part of new ones, make a formal complaint to the Better Business Dept in Illinois for your headquarters and in Texas for the "product response" unit, as well as locally here in New Jersey where we were convinced to buy this junk. I will voice my opinion online in every venue I can find. I will make it a point to caution everyone I know and all buyers I work with to avoid Sear's products. And I, a life-long customer and supporter of your company, will never, ever buy another product from Sears again.

You can reach me at [protected] (cell) or email [protected]@optonline.net.

I recently got a gift card from Sears from my parents for a gift. The value of the card was 100.00 and when i went to use the card, Sears told me it was never activated. The card was never purchased from the store. I told them it should have 100 dollars on it and asked how we get this resolved. The store told me that I needed to have a receipt to prove I purchased the gift card. I dont have the receipt because it has been over 4 months now and we cannot find it. The store did run off the registar tape that had the transaction where the gift card was purchased. When the card was purchased we know who the associate is that sold the gift card, what registar it was rung up and and what date. Since I dont have a receipt, the store is only willing to give me 50 dollars of the 100 that I am owed. I am not trying to screw over the store, the card was actually purchased. This is a real issue that needs to be resolved and they will not help me. When I call the customer relations line, they told me to talk to the store manager and gave me a name of a person that has not worked in that store for years. This is just another reason not to shop at Sears and if you have bought items from there, make sure you have a receipt and keep it forever. Without a receipt, they will not help you, even if you have worked for them. I worked at the store in La Crosse for 8 years. They know who I am and that i would not lie or cheat them out of money. I was a sales assoicate, a lead and helped customer resolve issue everyday. I know how important it is to take care of the customer and I feel this is another sign that Sears is falling apart.

I recently had a service call regarding an oven that was malfunctioning. The service man told me what was needed and the price. I told him I wanted to check the price of a new oven versus having the old one fixed. He said that was fine and if I decided to get it repaired I would get the amount of my service call off the new part and installation. I called the next day to try to order the part. The woman I got on the phone spoke limited English and I could not make her understand what I wanted. She kept insisting that I couldn't do that because I had not told the serviceman that I wanted to order the part. I kept trying to tell her what the serviceman had told me, but, we got nowhere. I told her I would like to speak to a supervisor. She said "Fine" and put me on hold and just left me there. After ten minutes on hold, I hung up. I was totally dissatisfied with the whole phone call. The least you could do if an American is calling is to let us speak to one. I doubt that I would try to do that again.

Seems Sears has no interest in servicing Nordictrak Treadmill once warranty has expired - incredible run around, Sears only wants to sell parts (even when we don't know what's needed) ...and then when they can't sell you parts, they shift you off to an independent repair service whom Sears says is part of Sears - which it isn't. So Sears, please change your advertising as you do not service what you sell.

The quality of service from SEARS has deteriorated dramatically over the last year or so. I believe I have never had such bad service from any company in the USA. I have a service contract with them, and I try to get my Heat Pump unit fixed - sold a few years ago by SEARS - since January! They could not figure out what is wrong with the unit on the first visit, and the consecutive visits they canceled and rescheduled already FIVE TIMES! Their technician told me confidentially that they laid off everyone in the region except him, and since he has no clue how to fix the unit they keep cancelling and rescheduling the service call. So my advice to everyone - STAY AWAY FROM SEARS.

Bought glasses with scratch resistance, glare resistance and now there are several blurry patches in the coating on the inside of the glasses.

Sears optical blamed me for causing scratches, but there are obviously no scratches. They offer no refund or replacement.
Better go to a different shop next time.

We contacted Searshomepro to look to reface/replace our kitchen cabinetry in a small bungalow home. We were supposed to get a 60 - 90 minute consultation with an architectural drawing and estimate at the end. The field manager stayed in my home less than 30 minutes. The quote we received was ridiculously high ($13, 000 when 3 others have quoted it for about $5, 000) and the quote was an estimate written on his business card. Poor service seems to be a theme for Searshomepro!

I bought a Nordictrack x7i incline trainer Feb. 16th 2010. My first one came the following Tuesday. The delivery team that came out broke the machine. It clearly states on the manual do not use power tools to assemble, and what did the guys do? Grinded their power tools and broke all kinds of pieces. So I called the store and told them what happened and they said they would have a new one sent right away. Well I received another one that was broken around the screws around the end caps of the frame. Called again and I keep hearing we will order a new one. Needless to say I am on my 7th one no one gets back to me except to tell me we have ordered another one. The 6th one I received was not even the model I ordered. I thought about just getting my money back but now its about principal of it now. How can sears get away with something like that? I think I may have to consult a lawyer because everyone I have dealt with is a complete idiot. Don't ever buy anything from sears they are rude and treat you like anything that goes wrong is Your fault. I will never again buy from them, and will probably spit on any sears store I come across.

Sears Canada has a serious problem with communication between the company and customers who require service and resolution of issues.

Upon examination of my visa statement, I noted a double charge for a part I ordered by phone and picked up at the Edmonton Parts/Service Center.

February 16th I order an agitator brush for an upright Sears vacuum. I'm told I have to leave a credit card number before they will ship it to Edmonton. The part is supposed to arrive on February 19th. I explain the soonest I can pickup the part is on February 23rd and that I'm coming from out of town 1 hour. She says that's fine.

I go into the Edmonton Parts/Service Center February 23rd only to be told the part is not in yet. I explained that the order was confirmed to arrive on the 19th and that I also told the order desk that I wouldn't be in until the 23rd to pick it up. He goes to the back again to see if he can find it. Still no luck. Then a co-worker over hears the problem and starts to help him and goes down some other isle only to find the part is in. He says that'll be 49.34 cents. I explain that I had already given my credit card number and believed that it had already been paid for he. I was told that it was not paid for and that before I could take the part I would be charged the amount on my card. So the clerk swipes my visa and riings through the charge.

A few days later, I check my online banking statements and notice that not only was I charged the 49.34 on February 23rd when I picked up the part, but I was charged a second time on February 26th. I called Sear Canada only to get the royal run around and am told it's my problem and that I'll have to go back to the Edmonton Parts/Service Center to get it corrected. Like hell!

Today, March 17 once again, I'm on the phone to see why my visa has not been credited the extra charge.

1. Called [protected] National Service center tells me to call someone else.

2. Called [protected] Sears Parts tells me to call someone else.

3. Called [protected] Sears Parts Return tells me to call someone else.

4. Called [protected] Sears Edmonton Parts/Service Center.

The phone has been ringing for 10 minutes so far with no answer! What an effing joke! Since when is it up to customers to resolve Sears screw ups? This should have been handled promptly and immediately, instead I find myself asking Sears for a kiss, cause I'm seriously getting shafted!

I went in for a front-end alignment @ 8:20 A.M. ON 3/13/2010. Once my car was evaluated, I was told that I needed upper ball-joints, front shocks, and rear oil seals. I opted to get the shocks and rear oil seals replaced. My vehicle sat for extended periods of time with noone working on the vehicle once I authorized the shocks and oil seals be replaced. I finally decided to just get my vehicle and leave (12:15 p.m.), and asked that my tires be replaced on my vehicle and I would leave. The Manager asked me if I would stay and he would get someone to start working on my vehicle.? I agreed and work began on my vehicke and lasted for @ twenty minutes and it just sat again. This went on until I again inquired about the time that it was taking to repair my vehicle and work would resume. There were several other customers who were being subjected to this kind of treatment and we all were amazed that workers would treat customers like that. This game continued until my vehicle was finally finished and I was able to leave at 4:40 p.m. I wasted my entire Saturday at your store getting two simple repairs made. As a result of this kind of treatment, I will never use that store and possibly none of yor stores for automotive repairs again
I am writing to save someone else from the type of treatment that I was subjected to by inconsiderate workers at your store.

I called Sear Repair Service to have a technician come out to fix my dishwasher. They gave me a time of over two weeks before they could get a repairman out. The day before the schedule day of repair, I received an automated phone message that the repairperson would be out the next afternoon. They day of the scheduled service, I got a call from a serviceman at about 1 PM telling me he would be out in about 20 minutes to repair my washer, I said that it was a dishwasher and he relied that he did not do dishwashers and that would have to be someone else, he said he would check with dispatch and have them call me in a few minutes, I waited an hour and a half and no one called, I called the repairman back, he said that he had spoken to the dispatcher and she was to have called me right away. Waited another half hour but still no call. I called the Sear Customer Srvice to complain and was told they appologised for the error, however, they could not get anyone out to fix my dishwasher for another two days. I am not happy!

We bought a refrigerator from Sears in 2005. On Monday, July 6 this refrigerator stopped working. We called Sears about getting some one to fix our refrigerator. They said your warrenty is out, so you will have to pay for repairs. We paid $260 for repair service and 1 year extended warrenty. We were told a repair person would be at our home on Tuesday, July 7. After waiting most of the day, we called Sears to find out where the repair person was. We were then told the repair person would not be coming to our house until the following week on July 14. I don't know about anyone else but we needed our refrigerator repaired now, not in a week. Needless to say they gave us the run around on the phone. We asked for our money back. We lost all the food in the refrigerator. Now we are going to have to buy a new refrigerator. This refrigerator was less than 5 years old and should not have stopped working. We were treated badly by Sears and lied to. When we called customer service to complain, they were insincere about the whole thing and told us to file a claim on our home owners insurance. This is not how you do business and this in not how you treat customers. I am telling everyone that I come in contact with how bad Sears treated us, and to not buy anything from Sears.