Sears
reviews and complaints

I had a transaction of $10.54 and another for $43.40 for a total of $53.94 which should have left me a balance of $21.06. According to Citi/prepaid card all I had left was $19 plus change. I then made a transaction of $18 which makes a total of $71.94. Later I found out that $3.06 was charged against the card because SEARS screwed up when attempting to place two on-line orders for me. I swear they are either in partnership to save money or Sears has some really inept personnel. Rebate cards are not worth it but if you do get one use it immediately and do it in person you might actually have a chance of getting the full rebate.

I have a bad experience with sears service recently. The service of sears canada is so confuse. I am frustrated.

Two weeks ago, I called sears customer service regarding the 60 night comfort guarantee of my new mattress which purchased in 2011 April. My new mattress is a reselect of defected mattress that i purchased on 2010 April. I have told the representative that the new mattress i have right now is a reselect mattress. The representative said i still have one time exchange base on the 60 night comfort guarantee even the mattress is reselect. I told her i would like to reselect the mattress in different sears store because i had a bad experience with the markville sears before. And i do not want to have any mistake happen this time. She said it is ok to do so and she will sent the note to sears and they will contact me soon.

Few days later, markville sears call me and told me i do not have 60 night comfort guarantee because is a reselect mattress. Therefore, i call sears customer service again to confirm that will i have 60 night comfort guarantee if my mattress is reslect. The representative double check for me and she said i will have the 60 night comfort guarantee. So i went to the store and talk to the sale person. I told her that i have called the customer service twice and they both said i still have the 60 night comfort guarantee. She start sound unpatient to me and keep telling me “No!” “The answer is NO!” “No!” when i am trying to explain my situation. Then i’ve leave the store. I was so upset and confuse.

Therefore, i decided to call sear customer service again which is the third time. I asked them to double check and make sure will i have the 60 night comfort guarantee. They have checked all my doucments. Also, they have asked their superior and they still said yes because the first mattress i had in 2010 is defected so i do the reselect in 2011. I went to the store again and talk to the sale person again. She said “No! The answer is no. This is the POLICY.” She called someone in front of me and she ask the person to put a note under my case that i will not have the 60 night comfort guarantee becuase of the “POLICY”.

I AM VERY CONFUSE AND UPSET. On the sears-o-pedic care, handling & waranty information, under the 60 night comfort guarantee it shown that ” AT SEARS WE RECONGNIZE THE IMPORTANT OF A GOOD NIGHT’S SLEEP. TO HELP YOU ACCOMPLISTTHIS WE RECOMMEND YOU TAKE A MINIMUM OF 30 NIGHTS AS AN ADJUSTMENT PERIOD FOR YOUR ODY TO GET USED TO THE COMFORT AND SUPPORT OF YOUR NEW SLEEP SET. IF AFTER 30 NIGHTS AND WITHIN 60 NIGHTS OF YOUR DELIVERY YOU FEEL THAT YOUR BED IS NOT AS COMFORTABLE AS YOU EXPECTED, PLEASE LET US KNOW AND WE WILL BE HAPPY TO ARRANGE ONE SELECTION EXCHANGE TO YOU.”.

I also do research online at sears web site and i can’t find any information about that “POLICY”. I have a defected mattress and i spent more money to reselect another mattress in APRIL 2011. I am not comfortable with this mattress so i call customer service to ask about the 60 night comfort guarantee. They said yes and i went to the store but she said no. I am so frustrated and upset. It is so comfusing.

They dented my car hood !
I took my Buick 02 Century which is totally fine to Sears Autocenter and have my transmission fluid changed (just for maintenance because my car runs great). After finishing doing the service, I returned back home and just 3 hours later, I discovered a dent on my car hood on the front (Which looks like a hand or palm print) as if somebody have pressed teh hood strongly and made the dent. I did not notice anything when I left sears. But I did see the dent at my home. Once I did that, I contaced them and told them about the event. They only took some photos for my car and informed me they will contact me tomorrow.
I have not heard anything from them yet !
Depsite the fact I am a regular customer with Sears ...

I purchased a GE Profile Washer and Dryer April 2010. I have had 4 repairs so far and they do not stick to their repair time. I have lost 3 days of work waiting for them to come on their assigned time. They have parts shipped which takes 3/4 business days and set appointment 1-2 weks after parts arrive. I have had the aggitator replaced, heating element in the dryer, computer part and now the [protected]@ This is a nightmare. I have a family of 4 and this has caused me so much aggrivation. I will NEVER recommend any GE products/Sears. I was forced to purchased additional warranty after 1 year for $190. For what? They do not stand up for their products at all. Furious in Staten Island, NY

Remove PostThomas Stubblebine
unbeliveable thathe auto dept.. shuch a large, use to be upstandind store. now resortes to ripping off people in the auto repair shop. went to middus to get under carrage checked, was told two shocks were broke, took to sears because they were under warenty. sears said they were not broke, I asked to see them when removed, so they distroyed them so no one could tell any thing! coust me over 200 dollers to replace the shocks... not to metion the machanic did not replace spare tire the right way it was just flopping around under my explore. also the next day i had to take it back to middus to fix parts under the frount end i truly belive the had something to do with braking.. hard to belive it was fine the day before sears RIPPED ME OFF!

Last may 2010 I purchased a Sears Crafsman lawn mower (Kohler engine) with a 2 year warranty. Two weeks (two uses) after I ran the new mower it refused to restart after cutting front lawn. I brought the mower in for replacement at which point they refused and stated that they would attempt a repair. After much feuding and a supposed back order of a part, I received my mower 8 yes EIGHT weeks later. It seemed to function for the few times I used it until end of season. This year spring of 2011 the same issue came back. The mower would not restart after cutting one half of lawn. I then brought the mower back for repair (still under warranty). Now 3+ weeks later I'm told it needs a new carburetor and nothing could be done until I surrendered 40+ dollars. I proceeded to explain the previous issue and repair regarding this mower and asked to speak to a manager. I was told that no one is available and that someone would call me back. This has happened for approx 5 calls and counting within 3+ weeks. Sears is holding my mower that I fully paid for hostage and refusing to honor the warranty. At this point I'm considering small claims court. Robert P

Sears Canada is terrible. They repeatedly cancel repair appointments. Customer refuses to escalate complaints (I could not speak with a manager and no manager would call me back). I wrote a letter to the president and received a call back, but they do not leave a phone number to call them back. They simply refer you back to a generic 800 number if you want an update. It has been over a week since I spoke with someone from the office of the president and still have no resolution. Brutal. I will never purchase anything from Sears Canada ever again.

Just want to warn people about Sears service Dept.(AUTO) Wilmington N.C, I went to Sears was going to let them change my oil in my BMW until when i asked the person(male) to check my oil in my car, his response was that the only way he could check the oil was to drain all the oil out! Im not that stupid you dont drain the oil out to check it. So tell me where do you find these people? No telling what they would have done if i had actually let them change the oil maybe take the engine out for an oil change. Unreal! So i hope this information will be usefull to others. Thank you Susan

I bought a Sears Kenmore Elite Trio Fridge Mfg in 2007, M/N# 795.[protected] bought new in November 2008 and got a one year warranty, of course it was after that that I started seeing the light on at night through the french doors, The Lights were causing the refrigerator to get warm, so I took the one of the bulbs out and that seemed to work, well now its to the point the lights stays on longer and I'm not totaly sure if it was a bad switch or the control board, Sears had replace free of charge some units but not mine even though I have the same problem as the others, then they told me I had to pay to fix it, what a bunch of bull.

I bought today a zero turn rider model 247.28933 . i drove 4 hrs to get it . the lawn mower make 2 noises 1 is the motor. the second is i dont know to me it sounds like gears are grinding. the second noise is louder than the motor. When i called to ask question i just got passed from one person to another. i got no answers. is this normal. when i call a different store they wouldnt answer my question. when i tried to set up a apptment. they tell me it well cost me if their is nothing wrong. i dont know if their something wrong i just know that ive never heard a lawmower that is this loud and with 2 complete noises. when i asked about returning it i still cant get a straight answer. WHAT CAN I DO

I live in boca raton, florida. i telephoned your boca store and your hialeah store. Nobody could
help me. A charge on 4/19 for 388.37 appeared on my bank of america credit card statement.
To my knowledge, I did not make this charge. Please remove it from my account. I would
appreciate a response after your investigation. My name is Margaret A Slivka. Thank you.a8524

I went into the Sears store located in Lynchburg, VA to look into purchasing a dishwasher. I found the one I liked the best and talked to one of the sales guys that was working and he was really helpful and told me a lot about it. So that evening on March 13th I went on Sears.com to purchase the dishwasher. In about a week the dishwasher was delivered to my house. I called and scheduled an installer through Sears and when he came he could not complete the installation because the model dishwasher that I purchased was not made to fit in my kitchen set up. I was not aware of this Issue when purchasing this dishwasher, seems like the sales man would have mentioned this since only two models are made this way – Samsung and Bosh. He told me all I had to do was find a different dishwasher that was made with an open bottom and let Sears know which one I would like and they would order it and install it free of charge.
I went back to the store, the manager was really rude and told me that he could not handle anything at the store and I had to call Sears.com. The store manager kept telling me that the installer didn’t know what they were talking about and that he had to pay “his” employees to do another install.
I called the 1-800 number several times and finally placed another order and I thought all was fine. I was told that I was making a “swap”. I called a few days after to check the status and there was no record of the order, it just never happened.
My fiancé spent a whole morning (4hours) on the phone with Sears.com being transferred and hung up on. Someone would tell him to hold on and he would be connected to someone that had no clue what they were talking about and didn’t know the issue we were having.
Finally Trevor spoke with a manager in Lynchburg and she said that everything was straightened out and I would have a new dishwasher soon. Also she said that the extra charge would be taken off soon as the Samsung (wrong dishwasher) was returned.
Over the next month I received 3 different calls from the delivery department wanting to schedule a delivery and the second and third person said that they had no record about the first person calling. This went on and on for weeks. Finally I was told I would get my dishwasher at the end of April. I got a call from someone at Sears.com telling me that it was inconvenient for my installer to pick up my dishwasher in Ohio, well I guess so I am in Virginia. It was supposed to be delivered here in Lynchburg, VA, I told her, and she said she would fix it but it would take longer to arrive. Well duh!
A week later I get an email that says that my dishwasher is ready to be picked up in Indiana! I don’t know how it made it there!
After being so frustrated I posed some things of Facebook. No one would talk to me. Store managers would not return our calls, there was no one that would help I was stuck. Finally I was put in touch with Dee with Sears Media Department. She looked into everything and was the one to finally get the dishwasher to Lynchburg and it was finally installed in May.
Now I am trying to get a $450.00 charge off my credit card from the Samsung Dishwasher that was returned to Sears and after weeks of phone calls Dee finally tells me that there is no record of me paying that $450 and that it was done as a “swap”. My credit card statements have the charge!
It seems like the only way I get a phone call is when I post something negative on Facebook. I am still out of $450 and no one will give me my money back! I have spent hours on the phone and get nowhere.

This is the E-mail I sent to the Complaints board about the grill I bought from Sears and what happened, when I brought it home in the back of by truck. I feel it is unsafe to have this grill assembled to transport it, because of what happened to me transporting it home. The last correspondence I sent to Monica I asked for her Supervisors name so I could write to that person and I never received a reply from Monica. Is this how Sears works if someone doesn't agree with your response you just stop communication say your sorry and that is the end of it. I am looking for a refund on this grill and I will have to keeping trying until I get a better answer.
Maybe I will have to go to the attorney general or the better business burro. Maybe I should just put a sign on the grill and place it outside the Sears Store saying this is what can happen when they assemble you grill. Its junk anyway what do I care at this point, especially when Sears doesn't seam to care.

Ronald Hawkinson
16190 Quality Trail N Scandia, MN
[protected]
[protected]@frontiernet.net

Dear Ronald Hawkinson,

Thank you for your recent correspondence. We are always interested in
hearing from our customers. We apologize for any inconvenience you may
have encountered with the grill.

At this time, we must stand behind the store?s decisions in this matter.
We apologize for the inconvenience.

Again, please accept our apology for any inconvenience you may have
encountered. We appreciate your business and value you as a Sears
Holdings customer. We certainly hope you will continue to make Sears
Holdings your choice for quality and value.

Sincerely,
Monica W,
Retail Customer Care
Sears Holdings Corporation

Original Message Follows:
------------------------

Name: Ronald Hawkinson | Address: 16190 Quality Trail N | City:
Scandia | State: MN | Zip: 55073 | Country: United State | Day
Phone: [protected] | Evening Phone: [protected] | Email:
[protected]@frontiernet.net | Comments: I purchased a gas grill #2071
16656 at the
Sears store in the Maplewood MN Mall on 4/30/11 Sales Check #
[protected]. I was told there was free assembly and they would put the
grill in the back of my truck when I came to pick it up. I received a
call on Monday May 1st that my grill was ready to pick up. What I wasn't
told was how top heavy these grills are and by having them assembled at
the store there was a good chance that it could blow out of the back of
the truck when transporting it home standing up. I went to Sears on
Tuesday 5/3/11 around 4:30 pm to pick up my assembled grill. When the
warehouse men brought it out to my truck they asked if I wanted it
standing up or laying down. I said standing up thinking that way it
would not get scratched. They put the grill in my truck and they took
all the loose parts out and owners manual out of the grill gave them to
me and left. I put double bungee cords around the grill to the hold
downs on my truck box thinking this would hold the grill in place and it
was not enough. I did not realize the grill was so top heavy the cords
would slip down the grill would tip over and fly out of my truck on to
highway 36. I was lucky no one hit the grill and I wasn't hit by a car
when retrieving the grill off the highway. A nice young man stopped to
help me lift it back into the truck. When I got home I called the store
and told the department manager what happened and that I was very upset
and I wanted to return the grill and he told me once they put the grill
in my truck it is up to me to properly tie it down and bring it home,
they are no longer responsible for what happens after that point. I
said you should tell customers what can happen with these grills and how
unstable they are. I could have been hit by a car trying to retrieve the
grill off the highway of someone could have hit the grill. If I would
have realized how unstable these grills are and what could happened I
would have left it in the box and put it together when I got it home. I
also asked to talk to the store general manager and he said he would not
be back until Thursday. On my Bill it says Satisfaction Guaranteed or
your money back. I am not Satisfied and I do what my money back.

Ronald Hawkinson

I still have the grill and am willing to bring it back anytime. That should be enough proof.

I bought a 50 inch TV 3 months ago. The TV was a reconditioned TV. The sales person assured me that it would be as good as new due to the fact that it has new parts. about a month after we broght the TV home we started to notice little lines on the screen, now there are more lines and VERY noticable. We took the TV back to Sears. The return department took the TV and gave me a slip, stating that I had to take the slip to electronics and I could either get a return or a replacement.
I gave the salesperson who sold us the TV the slip. He kind of looked at it and told us that we could NOT have a replacement or refund. I explained that the return department accepted the TV and gave me the slip and that I did not want my money back just a TV that worked right. I was told that the return department did not know what they were doing, and there was nothing that could be done to help me. I asked to speak to his supervisor.He walked away to get her.

The salesperson and Store director stood talking to each other in plain view for about 10 min. before she walked over to me.
Zandra was VERY RUDE! She did not even want to listen to ANYTHING I had to say. She told me that there was nothing they could do at the store to help me. Then threatened to have mall security escort me out. I asked for her supervisors phone number, which she did not give me but an 800 number.
I had to go back to returns and get the TV .I drove an hour for this!
If I had wanted to buy junk I would have gone to the swap meet! I thought SEARS would have a little better quality merchendise.
I work in a grocery store and that is one of the MOST important duties that I have. Providing good Customer Service is NOT an option! but a MUST. If it weren't for the customers I would not have a job. Even if there was nothing that ZANDRA could have done, she could have offered to help me by setting up an appointment time to fix the TV.
I think SEARS need to retrain there store directors and maybe teach them some manners to. I for one will NEVER buy any high dollar items there again, to bad for SEARS because I am remodeling and am in need of a refridgerator, more TV's, stove, and washer and dryer. :p

Order battery Order #960004 Part # 424010 on 5/11/2010. Wanted to cancel 30 minutes later and was told I could not cancel. the computer wouldn't not allow. I was told to call back after receiving the package to obtain and
Return Authoriation. Called 5/16/2010 to obtain Return authorization and we were given the address
for returning but no authorization number. Called again the same day and we were told a Return authorization would be emailed to us within 30 minutes. DID NOT RECEIVE! Called again on 5/17/2010 and we were told it would take, at least, 24 hours to receive a Return Authorization by email. STILL HAVE NOT RECEIVED. We were also told it would cost us $5.93 for return postage BECAUSE YOU COULD NOT CANCEL 30 MINUTES AFTER PLACING THE ORDER.
This is 5/18/2010 and we still do not have a RETURN AUTHORIZATION. We spoke to Maddi, Lanita, Kelsey, then Colandra except when we tried to call the same person, no one knew them. We just purchased today a new Garage Door Opener and would have purchsed again from Sears but after this CUSTOMER SERVICE. I DO NOT INTEND TO PURCHASE FROM THEM AGAIN. ADDITIONAL INFO. ON PKG. [protected] 12 DEPT. 98 DIV. 098 SUB DIV. 071 STORE NO. 7701 ORDER NUMBER E960004 CUST ORDER. CAUDI

I bought a hammer drill for aprox. $70 on aug. 28.2010. The variable speed in the trigger is not working, It's all on forward, or all on reverse. No in between.
When I tried to exchange it they told me my 90 days were up. Well if Sears only has 90 days on tools, ...good bye Sears. I may as well shop else where.
I know I won't be back unless they do right by me. I only used that drill maybe 6 times. To drill a wood hole... not concrete or as a hammer drill as yet. Geeesh
Already it's junk. As an electrician, if i did my job as many "service" people do theirs...I'd have killed someone. This sure is a sorry state of affairs for a Viet Nam vet and a retired fortune 500 company employee to have to endure in America. I'm pissed.

I am a employee at sears who recently got hired ... Let me tell you a little bit about this unorganized store!
I was scheduled to work in the childrens department as a MCA what ever that is? Well anyways they had me working in all departments for days just starting not knowing where anything is. I finished my computer training and everything ended up not likeing the kids department because of it not being organized! Well anyway currently the store has no head manager and the store is a mess they exspected me to cover one whole department alone! just starting it hasnt been a month yet im not even comfortable yet. This was the mens department by the way... anyways i applied to be a cashier endeed up a mca out of nowwhere... THIS STORE IS HORRIBLE PROOMISED 20 HOURS AND DONT EVEN HAVE HALF OF IT! SEARS DANBURY IS CRAP AND I WANNA QUIT BUT I FEEL LIKE THERE TRYING TO MAKE ME QUIT WANTING ME TO WORK EXTRA FOR NO MONEY AGAINST THE LAW FIRST OFF TRYING TO SAY I DONT TAKE A BREAK WHEN I DO AGAINST THE LAW! THEY NEED MANAGEMENT BECUASE WHO EVER IS TEMPORARY IS DOING A POOR JOB!
THEY ARE TRYING TO USE BE AND ABUSE ME IVE GOT CUT ON THERE CHEAP EQUIPMENT OVER THREE TIME THE STOOR IS HOT IT HAS NO AIR CONDITIONER ALL U HEAR IS CUSTOMERS COMPLAING ABOUT THE HEAT ALL DAY LONG THEY HAVE NO MONEY TO PAY PEOPLE TO WORK BUT YET THEY KEEP HIRING WHERE THEY DO THAT AT?