Sears
Reviews and Complaints

home and furnace described as terrible, action must take place immediately or face devastating consequences on a biblical proportion. quite unbelievable, the price went up and down as much as his theatrical performance, apparently every, thats EVERY, other plumber and heating firm in Alberta is not to be trusted and are poor at their jobs. sears to the rescue however 'cause they do it properly, for twice the price it should be. do not be swayed, there are legitimate companies that will do exactly the same job to the same standard for the correct price.

Bought 3 appliances from Sears towards the end of 2010. We had a better price from an appliance store next door (Goemans), but went with Sears due to reputation. I figured I'd pay a bit more for the Sears service reputation. What a mistake that was. We had a kitchen renovation going on at the same time, so it was important to coordinate delivery of the appliances. We weren't told at the time, but the fridge was back-ordered. We bought the appliances (GE Profile) and had a delivery date set up. We got a call a few days before the delivery informing us of the fridge being backdated. With no choice (cabinets were sized to accomodate that fridge), we had to accept the delay on the fridge.

The dishwasher and stove were delivered. When our installer went to install the dishwasher, it was leaking. I called a repair man in (took some convincing to get him to come the next day instead of the next week like originally setup). Apparently, factory didn't install a key part. He had it, and simply gave it to my installer to put in. No paperwork, nothing.

The fridge was pushed back even further, and didn't come in until mid February (6 weeks after the dishwasher and stove). At least we got some compensation for the delay.

The stove developed an issue with a loose handle. I had to call a repair man in and he did fix it.

The fridge started making a god awful noise around summer time. Turns out the fan behind the crisper drawer developed ice and the fan blades were hitting the accumulated ice. We have never used the crisper drawer (express chill) feature, so ice never should have formed in the first place. A repair guy came to take a look. His solution was to run express thaw to melt the ice, and he told us to keep an eye on it and call back if it happens again. I told him that was not acceptable. We have already been keeping an eye on it and called for service. Ice shouldn't be forming there if the express chill feature isn't even being used. He then reluctantly called to speak to someone for guidance, and didn't get a hold of anyone. He said he'd call me the next day to let me know what he found out, but never did.

I found out later that parts had been ordered, but that they were back ordered. An appointment to replace the parts kept getting pushed back multiple times. In the mean time, our ice maker broke. The flimsy plastic piece that checks ice level broke off (probably when we use the crushed ice feature), and ice kept getting produced. We had lots of ice in our freezer! I called in and told them to also add the plastic part to the service order. I was being helpful in trying to combine two service calls into one. That was a mistake.

A repair man finally came, and did nothing because the wrong ice maker part was ordered. So he ordered a complete ice maker (not just the broken plastic part). I'm still waiting for this fridge repair to happen.

So in review, I purchased almost $6000 worth of GE Profile appliances. The dishwasher had a missing piece (I won't blame Sears for a factory issue). The stove developed a loose handle. And the fridge took forever to be delivered. It developed issues with the crisper drawer and ice maker. And it took forever to order parts for a brand new fridge.

Oh, I also got a call the other day from Sears' customer service department asking if I wanted to purchase an extended warranty on a dishwasher. I told them I purchased the dishwasher in Jan of 2011 with the 5 year purchase protection (extended warranty), and that they must have been mistaken. The lady then checked my file and said I have two dishwashers on file, one purchased in Dec 2010, and the other in Jan 2011. I asked her if it makes sense for someone to buy two dishwashers within a month? Despite all of this, she kept insisting I had two of them and asked again if I wanted to purchase the extended warranty!

Whatever warm and fuzzy feelings of security I had regarding Sears service is gone. They are completely incompetent. In the future, I will only consider Sears if they are SIGNIFICANTLY cheaper on their products than the competitors. Unfortunately in this day and age, good service is very hard to find. Just like the corporations only care about the bottom line, it would be wise for consumers to do the same.

I am writing to express my extreme disappointment with the service
that my wife and I have recently received from the Sears Automotive Center
located in Coral Gables Florida (SW 22nd St.). Two weeks ago, my wife had
brought in our GMC Sonoma for an oil change. After waiting for over two
hours, she notified the customer service representative that she would be
late for work if they didn't finish the job soon. Upon leaving the garage,
she noticed that the steering was making a whining noise that it had not
made prior to the oil change. Upon returning home, I checked the power
steering fluid level and found that it had been drained (the reservoir was
bone dry) but not refilled. I closely inspected the hoses, fittings and
pumps that make up the power steering system and did not detect a leak or
any extraneous fluid, so I am positive that the technician failed to refill
the fluid that had been drained. Fortunately, the steering did not fail, as
this could have potentially been a very serious safety issue. I was forced
to buy power steering fluid elsewhere and top it up myself. When we brought
this issue to the attention of Scott, the manager on duty at the time at Sears Auto Center, he offered to refund the cost of the oil change and
offered us a free oil change in addition. We declined the oil change, but
asked if he would be willing to replace a broken hood release cable in our
1998 Jeep Cherokee instead. Scott agreed to this and we made an appointment
to have the work done. On Friday, July 22, we dropped the vehicle off at
Sears in the afternoon, and were told that it would be ready that evening.
We were later informed that the technicians had been unable to get the hood
open and the vehicle would not be ready until Saturday. They assured us
that the vehicle would be parked inside and they would keep us updated on
the progress. On Saturday and Sunday we drove past Sears multiple times and noted
that the Jeep was parked in the same place it had been since we left it. On
Sunday, we called and inquired about the progress being made and were
informed that the technicians had still been unable to open the hood, and
were going to take the vehicle to a different shop. By Sunday night no
furhter progress had been made. Finally, on Monday (yesterday), Scott
called to tell us that they had taken the vehicle to two different shops
and nobody had been able to open the hood. In addition, in his message
explaining that they had not been able to perform the service they had said
they would, Scott mentioned that they would of course give us the part for
free as compensation for not getting the work done. "It's a $130 part, " he
said, "So I think that's pretty good compensation." Prior to even taking
the vehicle in, I had priced out the part online and it cost between $19
and $28. When I arrived home from work, I walked the few miles (a long and
somewhat painful walk after recent ankle surgery) from home to Sears to
inquire as to what had happened and pick up the Jeep if necessary. Upon
arrival at Sears, I noticed that the Jeep was still parked in the exact
same spot that it had been when we saw it on Saturday. I would like to
point out that parking spots under trees come at a premium in Miami, and
the likelihood of finding the same shady spot after taking the vehicle to
different locations on a hot afternoon is very slim. I suspect that no
effort had actually been made to open the hood beyond pulling the cable
release inside. I inquired as to whether the technicians would mind putting the
vehicle on the hoist so that I could try to open the hood using a trick
that I had read on a Cherokee forum website. To make a long story short,
they lifted the vehicle up for me, and I managed too open the hood within
30 minutes. I am not a mechanic and I do not even work on cars as a hobby.
The fact that I did in 30 minutes what they claimed to be unable to do in 4
days makes me think again that there was no attempt made to address the
problem at hand. It seems to me that the information necessary to address
the issue was readily available and easy to apply. I was told by the
manager on duty at the time that they had removed the grille to access the
hood latch, but were still unable to open the hood. When I opened the hood,
I had a quick look at the bolt heads that would have to be turned to remove
the grille, and they had been untouched (still rusted in place, no wrench
marks in the surface rust). After opening the hood for the technicians, I
was informed that they woud be unable to replace the part until the
following morning (Tuesday - the vehicle was originally supposed to be
ready on Friday evening). I expressed my dissatisfaction at having to wait
even longer, but was informed that there were too few technicians on duty
to perform the work at that time.

In our very limited dealings with the Coral Gables Sears Auto Center we
have experienced the following:

1. Poor customer service and unreasonably long wait times.
2. A botched oil change that jeopardized my wife's safety and potentially
compromised the power steering system of our vehicle.
3. An offer of a service that the technicians were either unable or
unwilling to perform.
4. Several days without a vehicle when the repair should have taken about
an hour.
5. Dishonesty about the cost of parts and whether attempts to perform the
specified services were actually made.

I cannot emphasize strongly enough how unacceptable we have found the
level of service provided to us by this establishment. The technical work
has been shoddy at best, and utterly incompetent and dangerous at worst.
The customer service has been dismissive, dishonest, inefficient and
occasionally rude. I can assure you that we will never, ever bring our
vehicle to Sears for any further service, and no offer of free service will
convince us otherwise. We simply will not entrust our safety to people who
cannot perform the simplest of tasks. Unfortunately, this has left us
having spent considerable time and energy on what should have been a
non-issue, and being without our vehicle for an unreasonable length of
time. I'm not sure if there ever was any attempt to perform the services
promised. If there was, then the technicians performing the service were
utterly incompetent, and if there wasn't then the managers were completely
dishonest. Either way, it looks pretty bad and ultimately resulted in me
having to come to the garage and perform their job for them. I will not be
satisfied until we are adequately compensated for our time, inconvenience,
and ultimately our work in your establishment. Please advise me as to how
you propose to rectify this situation.

I had a friend who had Sear home improvements come to install new windows at his home. I came by and saw the windows and was impressed.I was looking to get my windows replaced so I asked for the contact information. I made an appointment with the salesman. He used all the typical sales tricks. (I worked in the recruiting field) He built rapport well and everything. I negotiated the price and was told one price and we signed the "electronic contract" I was suppose to get a copy of the contract with in 2 days of our agreement, this would also be the last time I could change my mind and back out of the contract. I had to contact the salesman a week later and ask for the contract which i still did not get. The gentlemen who was suppose to come and measure my windows had already been out and took measurements. so there were 2 people from the company at my house. when I got the salesman on the phone he told me that there was a change in the insurance laws and I would have to come up with an additional $3500 dollars since I had to get the upgrades windows. I asked how it was my fault that the law changed and now I was liable for the new amount of money. He told me that he would talk to his boss and see what could happen. I called the boss and after 45 minutes of arguing he would only take about $1700 dollars off. We argued about how the contract was binding on both ends not just when it was convenient to them. He told me that I also had the option to cancel the contract when ever I wanted to. I told him that I was not told that nor was is it in writing anywhere and he told me that they did not have to put it in writing anywhere. I told him that I wanted a copy of my contract so I could take it to my lawyer and discuss it with him. I told him that I was going to make sure everyone knew about what they were doing. He then told me to give him a day to call "Higher" so he could fight for me before I got a lawyer. I got a call back the next day and I would not have to pay the $3500 dollars and would get the better grade windows installed. The installer was professional but tried to get me to sign the completion agreement once the 1st window was installed. Then I got many phone calls from the installer asking me to ensure I gave good reviews on the survey or it would take longer for him to get paid by sears. This is not the company that I grew up with as a kid. I am happy with the windows but could have done without all the head aches. PS I finally got a copy of the contract 3 weeks later when the install was complete.

Three generations of our family and extended families have been loyal Sears customers. My husband, son, and both daughters have every craftsman tool ever made, as did my father and father-in-law. Recently, my husband and I purchased a refrigerator, dishwasher, and stove from the Knoxville, TN Sears store. The stove had a dented panel and a missing part. Instead of going through the costly hassle of ordering parts and sending repairmen out to fix the stove, the store simply sent a new stove and took the defective one.
My daughter, Susan, bought a Bosch washer and dryer from Sears in Falls Church, Virginia, in September, 2010. The dryer drum broke one week over warranty. She notified Sears on September 14, 2011. That was almost six weeks ago. Since then there have been 4 repairmen out to attempt to repair the dryer, the last two being yesterday. My husband and I surveyed the broken drum and took pictures of the flimsy steel and shoddy workmanship. We then stayed for at least an hour while both men were there attempting to fix the dryer. We all agreed that this dryer was a lemon.
My daughter just got off the phone with a representative from corporate and got nothing but a hard time. Obviously, in these economic hard times, Sears does not feel the crunch of other businesses in the U.S., and customer satisfaction apparently is not a priority. The very least Susan should have been offered is $500 store credit toward anything. Instead, she was offered $500 credit toward another dryer from Sears. But she is limited to a Bosch since the washer has to plug into the dryer in order to work. Why would any reasonable person agree to that offer, when we have just witnessed how Sears backs its products. In addition to taking off from work to wait for the repairmen, the cost of the damaged clothing, the cost of the warranty, and the cost of the doing her laundry elsewhere, she is already out over $1000.
Once I pay off my Sears bill and use my points, we are done with Sears. The Lowes and Home Depot stores are closer, anyway. Loyalty is a two-way street.

I went to Sears Auto Center for a price quote on new tires and was quoted a price of $579. When I returned with the car for the appointment, the price had jumped to $663. I questioned the increase and was told that the original quote didn't include balancing the tires. This has the earmarks of trying to pull a fast one on the consumer.

On 10/17/2011 I received an Email add from Sears advertising on line only, a Panasonic 55 inch HDTV plasma with two pair of glasses for $1099.99. When I tried to order it online I was unable to get the $1099.99 price. Instead the price was $1299.99 with no glasses. The add also said to use a special code, "PANATV" and when entered into the order it came back with, "This code does not apply to this TV". Many, many Emails to Sears robots resulted in them finally telling me they could not find the add for the TV at $1099.99. They could not find their own add? I copied and pasted the add to one of the many Emails and so far I have heard nothing. I'm not holding my breath. Hold on, a recent response from Sears has informed me they have finally found the add and unfortunately it has expired. Looking very closely at the add I could not find an expiration date. The add is titled "Panasonic Week" so one could assume this means a week. Not so according to one of the many responding Sears' robots. It has only been five days since I received the add. I have given up and shopping elsewhere for my TV.

Purchased a kenmore elite refrigerator freezer side by side model number 795.5137. Took delivery on a wednesday. The doors were taken off for entrance into the house. Pluged it in about 3pm after putting the water line on and taking off the tons of tape used in shipping. Four hours later still as warm in the fridge as outside. Called tech service after being transferred three times to an expert on this fridge i was told i must wait 24-36 hours. I explained i had food sitting in ice chests and on my counter, he said do not put food in. I waited 24 hours and did not open the doors at all/ When i checked the fridge was still warm, the fan was blowing warm air. I called the tech service transferred three times to the EXPERT this guy had me press a few buttons and asked that i hold my phone up to a small speaker on the door. The speaker let out what sounded like a fax machine. The expert said from that sound he could tell the fridge was in fact cooling down and that the inside temperture was 74. I explained that in my house and outside the temperture was 70 so i would be better off leaving my food outside. I than was told wait a few more hours which i did. At somewhere after 11:30 pm i had had it i called again and was told to call delivery service and have the fridge exchanged. I had to wait until the morning. I called delivery service and was told i could not get a new fridge delivered for three days. I raised hell and got a next day delivery. Next day new fridge arrived at 3pm delivery guys took off doors brought it in and took the old one. I asked delivery guy if taking the doors off may have had something to do with the problem he said no way. So i hooked up the water line peeled off the tape and plugged it in. Four hours later nothing fan blowing warm air. Called tech same transfer three times finally got tech said i must wait 24 hours do not open doors. I tied a string on the handles so nobody would open this thing up. 24 hours later untied the doors expected to find a fridge waiting to cool my food and guess what yep warmer than outside, called tech service again told i should check outlet voltage which i did and it was perfect, i even ran a heavy duty extension cord to an air condition outlet in the living room and no difference. Tech said i need to schedule a repair man, was told 10/24 first available i explained to tech on phone that that is over a week away she said nothing she could do. She than said if you have medication in the fridge it will be considered an emergency. I said i do have medication in the fridge and she made the appointment for three days out. As i right this my wife is on the phone getting no where with sears. I will not be waiting for a tech i will be getting this back to sears and purchasing a reliable fridge from somewhere else. Im done with sears if i coulsd i would drive this fridge to the CEO doorstep and leave it there. I have been a liflong sears customer no more

I went to sears auto to purchase and have snow tires put on. The serviceman told me to bring in my suv and looked at the tires and advised me of both the size and cost. We agreed and I left to do some shopping being advised my vehicle would be ready by 6:00 p. M.
When I came back I found my subaru up on the lift with no tires on it at all and the service person advised me he gave the wrong price and that there would be an additional cost. I questioned how he could have me bring my vehicle in and look at the tires and then quote me the wrong price. He even went so far to write up a contract! I agreed to split the cost and he refused so I left and immediately felt my vehicle with less than 3, 000 miles on it shimmy. I had to get to the airport so I could not waste another 3 hours. I have tried numerous times to get some resolve speaking on more than one occasion with tom wojnar. Tom has offered to provide the tires at the cost originally agreed to and has, in his defense, offer me $100 for my costs and troubles. I find this insulting as I had to take my vehicle to another shop and get the tires balanced, I took four hours of vacation time that day to have the tires put on and the topper... I live in canada and my daughter was going to make a declaration so that there was not duty and taxes, approx $100, that had to be paid had the tires been installed on this date. Duty and taxes are 14 percent and I feel it is only right for sears to pick up this cost as well as the $55. For balancing and the $15. Reward I opened up a sears account to be eligible, not to mention the nine long distance phone calls. I feel insulted by the treatment received at sears and think the public should know how stupid the auto person serviceman was not to even see the tire size when the vehicle was brought in. Also, he said it was a good thing I told him I wanted to keep the original tires as he was going to dispose of them. The odometer reading on my contract states, 2539 miles... It makes me wonder what he would have done with the tires!

I have been a loyal customer of Sears for a number of years. During this time, I have bought many appliances spending upon thousands of dollars. I have made repair appointments and had purchases repaired with no problem in the past. This time is a different story. The associate, Clark, wanted to outright argue with me and try to make me understand that the problem was my fault. What I find funny about this is that it wasn't even 2 weeks ago the repair company came out and supposively fixed the proble in which I am still encountering. I will now think twice before buying any appliance from Sears again along with buying the master protection agreement. Thanks for such an incredible experience with the absolute superb customer service...NOT!

I placed an order totaling $219.37 from Sears.com on 10/07/2011 via PayPal. My bank account was charged that amount but some of the merchandise was cancelled for delivery by Sears. I should have been refunded the remaining balance. Instead Sears put in another transaction to my bank account for $83.83, the amount of the available merchandise. Then yet another transaction is pending for $28.98, also from Sears. They tried to charge another $106.00 to my account but PayPal finally had the sense to decline payment. I received a portion of my original order today. The slip shows $83.83 worth of merchandise. The rest of the order was cancelled by Sears. They claimed part of the order was declined due to "credit"; which makes no sense, there was only one order. As of today, my account has been charged $303.20 for $83.83 worth of merchandise. I have not gotten a satisfactory answer from Sears. They claim the total charge will be $83.83 and I will be refunded the original order amount of $219.37 yet there is still another charge pending against my checking account for $28.98. This new charge will be processed on Tuesday 10/11/2011 and will bring the total amount charged to my account to $332.18. Sears has accessed my checking account via PayPal for a total of three (3) occasions for a single purchase that was paid in full at the time of the order.

I bought a Sears Kenmore washer, and purchased the extended warranty. I have has to have Sears out on eight seperate occassions. On six of these service calls, the machine caused water damage to my basement. This resulted in huge repair costs for the basement. i have 6 children, one with a severe medical condition. I am sure everyone knows the danger of mold in a house. I have had the seal replaced three times and the motor replaced twice. The technicians never put the service cover on after they are done, leaving electrical wires exposed! what happens when you call Sears, NOTHING! They connect you to everyone that can't make a decision, then tell you that they wont replace the defective machine. A satisfactionj supervisor, Judt Swinning, told me, "iIt is not unreasonable for the machine to need service three times in a year." I asked her if it's unreasonable that the machine floods my basement and causes damage and she says, "that's not unreasonable." You must be kidding me! They tell you to contact Sedgwick for insurance purposes, but they don't pay for anything. They are pathetic to deal with! I have explained the damage that their machine has caused and they just try to pass the buck. They send incompetant technicians to fix it and then leave without finishing the job. I was a long time loyal Sears customer, but will never set foot in their store again!

Ref to sears canada kenmore elite model no 970 6984 (Electrolux is maker) - oven elements have stopped working - did some research and found that the controller, electronic es585 part no [protected] is the problem - took a look at the board and noted that the wires connecting to the board have melted and part of the board is as well melted - sears advises since the warranty expired they are not responsible and that I could arrange for a tech to change the board. That this is a fire hazard and a danger to operate does not seem to concern sears. This is a top of the line model convection that cost 1500.00 and now will cost another 450.00 + to be put back into working order.. Have not spoken to electrolux yet - all appliances in our home purchased from sears - also just changed the pump on my washer for the 3rd time in 4 years - sears also took no responsibility - the quality of sears is no longer...

I have a Kenmore water heater that runs out of hot water. I had a plumber out to look at it, and he found out that a part is bad. He was able to set a half hour window and be here within that window.

Since my water heater is still under warranty, he called Sears to get the part. Sears repeatedly tried to sell him the part, and then stated that if the part is to be replaced under warranty, a Sears technician must come out to look at the unit.

I had a service call scheduled for today, with the technician being here sometime between 8am and 5pm. I took the day off of work so I could be here for him. 5pm came and went, and I had heard nothing from Sears or seen this service technician. I called the customer service hotline, and was told my appointment was marked as needing to be rescheduled - could they not have called me to let me know? The customer service representative then told me there would be a $60 trip charge. The time I took off of work today would have paid for that.

I have an appointment set up with them tomorrow, but I am not hopeful they will show up then either.

This will definitely be the last Sears/Kenmore product I buy.

I bought an LG Fridge, stove, washer & dryer from Sears in September of 2010. The Fridge is a French Door Model. The doors on that fridge have always been very hard to close and if you don't slam them hard enough they stay open, the fridge heats up and you have to unplug it and wait for 1/2 an hour and plug it in again to start it. Now one of the doors is hard to open a well.
I had that fridge about a week and went back to the North Edmonton Sears Skyview Home Store and told them I wasn't happy and would like an exchange. The salesman I spoke to told me it would cost me too much to return it and that I should advertise it on Kijiji. I kept the fridge and have had the Sears repairman out seven times to look at it. I have spoken to Sears service department and NO one will exchange this fridge for me. Now a year has passed and a part fell off the door, they did replace the part but the doors still don't close properly and makes a grating sound when closing. Once again I asked to send this fridge back - I am more than willing to pay for the use I got out of it. No one will do one damn thing. The service man even wrote on the repair order "inspected unit, unable to determine and remove noise" "door has a closure on top and on the bottom which require force to close every time". The last rude little repairman that Sears sent out smeared vaseline all over the gaskets in the fridge to stop the noise (it didn't work) but I now have a fridge with dirty greasy vaseline on the gaskets and I'm sure that any germs that can, will stick to that vaseline. I tried calling LG Canada and was told that Sears "takes ownership of any problems with their appliances when they sell LG appliances and to deal with Sears". On one of the work orders I got it looks like they value the cost of having a repairman out at $89. (I have my warranty so I am now having a repairman out to clean the vaseline off the inside of my fridge.) Lets see $89. times 8 visits, That's $712 so far and there is still warranty on that fridge until September of 2013. I only paid $1399 less a $200 instant rebate for a balance of $1199 for that fridge. Seems they would have done much better to exchange it, but who am I to contradict their corporate wisdom. I will never buy from Sears again but in the meantime . . . .

Can't Make this up. Here is a recent letter to Sears. By the way I was telling Sears.com folks just today that my job is to select and purchase and there job is to coordinate, deliever and install. Instead they have exposed me to their inner workings which any well oiled online store would shutter at. Through all this I have remained calm and polite (Never Screaming) but Seriously I though my job was to pay and wait for my product...The letter goes like this

Dear XXXX (or whomever receives this e-mail first),

My husband and I purchased a refrigerator, washer and dryer last month from Sears. It was a true fiasco just receiving the washer and the refrigerator (which we now possess) but the story of the dryer is incredible. I wouldn't believe it if it didn't happen to me first-hand.

We have had somewhere in the vicinity of 5 "attempts" at delivering our appliances. Each time the attempt was made, the dryer was nowhere to be found. We know, for a fact, that the dryer has been sitting in a Sears warehouse since the 24th of August and here it is, the 19th of September and we still have not seen it. There was a delivery last week, a delivery on Sunday the 18th (yesterday) and a scheduled delivery that never occurred for this morning from between 7 and 9 a.m. They were a no-show. If I hadn't already received the washer that matches the dryer, I would cancel the order and NEVER order another thing from Sears! Really, is this the way your company wants to do business? Nobody wants to take responsibility for what we've been through, but more importantly, nobody seems to want to make it right in any way. My husband and I have logged somewhere in the vicinity of 15 hours on the phone with "customer service" -- being passed around from one extension to another only to be given a date and time that never materializes our dryer. We have also both taken time off work to be home for a delivery that doesn't happen.

My question is simple: can you help?

The switches on my Sears 'Kenmore' Cooktop (C970-400392) are faulty. Some burners remain 'on' even though they have been switched 'off'. The cook top is three years old but this sort of fault is a fire hazard. I have to turn off the breaker switch when not in use.