Sears
reviews and complaints

When is Sears going to go bankrupt again?

Stock is already tanking

Their "blue ribbon" customer service is a joke

Their systems don't work and their customer service is abismal

Their processes are slow and inadequate

Competitors like Best Buy and Walmart have a grand time competing against Sears and its inept management

I have always been a long standing customer of Sears products and repair services. But, that ends today. I am writing because I have reached my boiling point with their Appliance Repair Services Division. Specifically the Mid California Service District in Fresno, CA.
Sears Repair Services has failed to make scheduled appointment times on numerous occasions for repair of our Hotpoint refrigerator ice maker and has not properly diagnosed/repaired existing problem with the unit. Since Jan 2017 we have called 5 times for repair on the same problem. The problem has not been diagnosed properly or repaired adequately and still exists today. Customer Service is non-existent. Sears has failed to meet the 4 hour window for appointment times 4X in the past 8 months. Scheduled service dates include: 1/11/11 (late for appt), 1/18/11 (late for appt), 1/28/11, 5/16/11, 8/17/11 (no show), 8/18/11( cancelled by Sears - no technician available). I live in a triving community of 1MM+ residents, how can there not be one technician available to make the appt which was rescheduled from the day before because of a no show. Enough already. There should be a lemon law in place for the unit which appears not to be repairable or their technicians are not trained properly to diagnose and repair the problem permanently. Their customer service is the worst I've seen. My calls to Sears seem to fall on deaf ears. I have already taken action and have filed a complaint with Attorney General's office in So Cal. to look into this matter further. I will also be filing a complaint with the BBB and sending off a letter to Sears Sr. Management. I work in the customer service industry, if my company operated like Sears we would no longer be in business. Signed, Very, Very Dissatisfied Customer.

dont ever pay cash over 3000$. i did for a zero turn mower with a 3 year warranty. big mistake. they stop selling this piece of ### after one year! it was leaking oil so we took off and put sealer around the valve cover to stop the oil leak. thats all. it was only six months old. one year later it started blowing oil all over the motor starting at the fuel pump. there tec told me warranty was no good now since we put a little sealer around the valve cover. tec said we did the right thing and it was just fine but since they didnt do it warranty was no good. he also said it was WORST type mower SEARS EVER SOLD AND THEY NO LONGER SELL THIS MODEL AFTER ONE YEAR. sorry no good theifs mf. if it had been on a credit card i would DUMPPED IT RIGHT IN THERE PARKING LOT. SORRY ###. WATCH OUT FOR THERE BULL ### LIES!

we purchased a new stove and refridgerator and when it was delivered the delivery men did not take time to put cardboard or anything down to protect my floor and put ridges in my industrial linolieum.I contacted sears several times and also the trucking company sears hired to deliever and get nothing but the run around.I couldnt find the phone number for the trucking co. today so I tried calling sears in mount vernon il and no one wanted to help me.Everytime i call sears I get the run around..In the past I spoke to a memeber of management named Ryan and he told me to call back if the trucking co. wouldnt do anything and he would send this complaint through corporate.Well I tried to do that this afternoon and got no where.Please look at our credit history and see how much money we spend in sears..If this is not resolved soon I will have to go to small claims court to get something done or speak to my attorney for his advise.I just purchased my kitchen floor in January and didnt expect to have it ruined by your employees..Please contact me ASAP..Thank you Donna Newcomb phone [protected]

I am very upset! I had a recall notice on an aircompressor. I brought it in and was told it had to be shipped to be fixed and that it would be 2 weeks. After two weeks I went in and was told it wasn't done. I received a call saying they didn't know when it would be done. A few weeks later I received another call saying I could pick it up at my local store. I drove to the store and was told it was at the warehouse which was closed but they could ship it to the store. I drove to town again (4th time) and picked it up. Got it home now it doesn't work at all. (It worked fine before the recall fix). I was told to bring it back. Every trip to town is an hour of my time plus $8.00 in gas. There is no way I can afford to continue to do this. I needed my aircompressor today. I cannot have it shipped away for two more months. I figure this free recall fix has now cost me $64 in time plus $32 in gas equalling $96. I could have almost bought a new aircompressor already for this.

I purchased a microwave oven from Sears about 2 years ago. Due to poor construction, and thru normal use, the dorr handle began to separate from the face of the door. I had the extended warranty and called Sears. Sears determined that they could not fix the microwave due to the fact that they could not get the part and gave me a credit (pro-rated) to use towards a new microwave. This is now the 2nd time they have done this in a 4 year period with my microwave since it seems that they do not stock parts for their own Kenmore microwaves. I went to the store and this time I picked out a Sharp microwave, paid the extra money and purchased the extended warranty. They gave me a delivery date of 7/21/11, and confirmed that date the night before. I took a day off of work and sat and waited. They never showed up, and when I called they said - oops - sorry - the manufacturer didn't deliver it to us. I made such a stink about it, that I was contacted by their "corporate office" and Roy (an agent for Sears) said he would personally take responsibility and get me the delivery. So it was rescheduled again for delivery on 8/12/11. Again, it was confirmed and when i spoke to Roy I asked if Sears had the microwave physically in its posession. Roy said yes. So again I took a day off of work and sat and waited. Then i get a phone call from Sears that - oops - the manufacturer didn't deliver it to their warehouse. I've lost 2 days of work and I've been without a microwave now for 2 months. I've read all the other horror stories out there about Sears, and yes, it is impossible to get past their drones that they call customer service to get to someone in authority who actually cares about you the customer. THEY REALLY JUST DON'T CARE. It truly is time for them to go out of business, or be put out of business. They refuse to give me my money back - saying I have to spend the credit with them, but I would rather die than take another Kenmore product into my home.

I am an employee at sears and that day i happen to not be working I was shopping around the mall got a few things my friend that also works at sears went on brake and we went out to eat at food court. We got back to sears i shopped around the store and also bought a few things at sears there was a bench I sat down and then store manager walks by and says that i have to get out of the store? Seriously when i am the reason that you are having sales per hour when the store was dead all you can see is workers he didn't even let me speak I said I was shopping he said dosent seem like you are. What a disrespectful person how can you treat a customer that way? I was furious and felt like saying somethings but I had to control myself. This is so not professional I obviously buy stuff at sears because I work there Never in my life will i buy a single item again, my family and friends also shop there well they won't anymore. That store is going to loose so much business it's not even funny he is a jerk unprofessional that can't treat a worker or customer right. He obviously does not deserve to be a manager or any kind of person that needs to deal with customers!

My Family has been buying products from Sears for over 60years. I was taught very young if I was going to buy any big appliances—buy from Sears. Over the last 2 years I have purchased a washer, dryer, stove, vent, dishwasher, and a refrigerator. The washer and dryer were purchased over a year ago and I had no issues when it came to buying and getting them delivered.
I just purchased the stove, vent, dishwasher, and a refrigerator. The stove was dented and scratched…the deliverymen did inform me…. They had to call the damage into Sears….they passed me the phone only to the woman calling me by the wrong name…and being rude! She offered me a coupon and didn’t explain what it was…. at that point I asked to speak to a manager or someone who understood English. She ignored me….called me the wrong name again and kept on saying coupon…coupon...I told her once again I did not want a coupon…She said ok you want a refund on the product….I said No I need a stove…and I don’t want a coupon! I asked 5-6 times to speak to a manager or supervisor…she refused and said if I wanted to talk to someone else I would need to hang up and call back the number…I said Excuse Me! At that moment the driver asked if he could talk to her….the end result was they are going to deliver a new stove. I can’t wait over a week for a stove...I felt like Sears pressured me to keep the damage stove….I am very disappointed….you know what Sears offers me for a brand new $900.00 stove that has a 12 inch scratched and has a dent….$50.00 gift card or a Coupon for 10% of my next purchase. Yeah…thanks Sears (saying it sarcastically!) I am the customer…I did purchase 5 big appliance from Sears…to be treated that way is terrible. If I didn’t need the appliances right away …I would have cancelled the order. It is such an inconvenience to have to wait and get damaged products. I would tell family and friends...if they want to purchase from Sears…ONLY purchase if you can pick the product up themselves because of the home delivery/customer service is absolutely horrible. Now the refrigerator that I purchased…it has been rescheduled 3 times so far…and its not me…its Sears. I am very disappointment.

If I may give advice to Sears…. Train your customer service to treat customers with more respect and learn to not only read English but to understand English.

Disappointed Customer,
Nicole Wall

ANOTHER FAILED AMERICAN COMPANY - CUSTOMER SERVICE LOSES ANOTHER LIFE LONG CUSOMER

Today, 28 May 2011, I ordered a part by calling the SEARS parts line. The part was $60, + TAX and Shipping. A total of about $79. Within 15 minutes of placing the order, I realized my pressure tank had a stuck valve, not a faulty bladder. I called SEARS to cancel the order and was told they have already ordered the part and can not cancel my order. GOOD FOR SEARS! NOT! I have made my last purches from SEARS. Good Luck to SEARS. Losing dedicated customers in the time of the GREAT RECESSION. Can’t believe you can’t cancel an order from SEARS right after you purchased it, or at least change it!

Initially I had a service repairman come to my home on 28 Jul 2011, to repair a loose belt on my treadmill. The repairman was making belt adjustments and then looked up at me and said, “A screw just broke.” Then he stated “You’re going to need a new motor”. The broken screw goes into the motor and attaches to the motor mount. I said, “Well, you’re going to have to fix that.” He stated “I can’t fix that. You’re going to need a new motor and it’s not cost effective to repair. You need a new motor.”

I then stated, “Well, it wasn’t broken until you began working on it.” He then said, “I didn’t break it.” I told him the screw didn’t just break by itself. It was all intact when you entered my home; no one was working on the equipment but you. So how do you say, you didn’t break it?”
He then gathered his equipment and left me with a card to call the sears service office.

I called and they said another technician would have to come out and look at the treadmill. I received an appointment for 4 Aug 2011. (Another 2nd day off work) After waiting from (8-12 am) no one showed or called. I called their office and got nothing but the runaround. Finally, they scheduled me another appointment date of 8 Aug [protected] pm… A 3rd Day of missed work).

I called them at 10.00 am to ensure someone was indeed coming out. They assured me that someone would. NO ONE DID! I called back to voice my complaint and they said they would have a repairmen to my home at 3:00 pm. Well, 3:30 pm rolled around and nobody showed.

I called back and now... they tell me, “The appointment was cancelled because it was a hostile environment.” REALLY!

I was transferred to another number (supposedly a supervisor) after being placed on hold for 35 minutes… the phone went dead. I have called back several times and now I can’t get anyone to answer... you know... “All lines are currently busy, we appreciate your patience” or “All representatives are currently assisting others customers, please remain on the line for assistance.” It’s now 4:50 pm (central) (MORE THAN AN HOUR)... I am still waiting for someone to pick up, even as I type this.

I will continue this until Sears owns up to their repairmen’s failure to “fix” but instead further damage my equipment. And I will not wait for months… Perhaps litigation is the ONLY resolution.

I purchased a sears items online. A very expensive item for more than thousands of dollars. Sears lost my item for delivery and told me to reschedule. I did. Reschedule a second time and they lost the item again! What's worst, when I call the corporate customer service department, the reps are rude and even gave me an attitude for calling about my missing item! They screamed at me and even threatened me personally. Hello! I pay for my item, u don't deliver it and yell at me?! Do not ever be a sears customer and I wish they will go out of business soon. And for those corporate customer service ppl at sears Canada, with such attitude, I wish you willl lost your job soon and become a beggar on the street!

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.

I've been working at Sears Canada in Edmonton Alberta for 9 years at a mall called Kingsway Gardens. I am writing this report today because I want everyone to know how terribly the workers are treated and how awful the management is there. Four years ago, my ex co-worker Nalida started working at Sears. She is hands down the rudest person I've ever worked with. From talking behind my back to literally everyone at Sears, to opening my pay stub to see how much I make, ran all my comission during gift, ran 22 transactions under her own name, then said she made a 'mistake' when they realized it wasn't hers, she has made my life a living hell. I left my job twice to work somewhere else because of her; I just couldn't stand seeing her face. Also, my ex manager Dale has a big role in this complaint. To describe him breifly, he's a preverted weirdo who always has this big fake smile stuck to his face. To this day, it amazes me how rude they treated me and the other girls at the Cosmetic area where I worked. Dale never listens or cares to what we say or what our opinions are, he only cares about money and sales. He already fired 3 girls that were very dear to me and they've never done anything wrong. Absolute zero respect for women, and sexist to the extream, Dale has showed no class or professionalism during his two-year carrear at Sears as a manager. One day during the first day of gift, Nalida was complaining about how I was cleaning the counter and how I had set up the counter for gift. I snapped at her, calling her a [censored], after she yelled at me to "STOP IT". Things got out of hand, so secutiry escorted us downstairs for a meeting with Dale. Dale said everything needed to be worked out, so he sent Nalida to lunch for some time to breathe and he sent me back upstairs back to work, saying everything has been resolved. Of course, I went upstairs and continued my shift. I knew that I couldn't continue working there, knowing if I have a co-worker and a terrible general manager like Dale and Nalida, I called my husband and asked him to bring me a two-week notice resignation letter. I gave the letter to my managers Liz and Dale as soon as my husband came. Two hours later, another manager named Cindy approached me and told me to go back downstairs to Dale's office. Wondering what would happen next, I made my way downstairs to see Nalida in his office, too. We discussed more about what happened hours earlier (with Nalida fake crying the whole time), and Dale finally said I had ''broke the code of conduct'' so bad, I had to be suspended. I fired back at him, telling him I had already quit on a two week notice. The stubbron mule didn't bother, then he handed me a blank page notepad, telling me to sign in. I asked him what was it for, and he simply told me to sign it to show I do not work at Sears anymore. I signed the empty page, went back upstairs to get my stuff, with my co-workers hugging me and crying, and I drove home. I put 9 years of my life into that company, I did so much for them. I sometimes even put my own family before them! A day after I quit, I typed a report to an official complaint board, and recieved a call from them two weeks later. They had told me the empty paper I signed was something that said I had quit the company for good, and no longer get anymore pay cheques from them (I had thought I'd still get my two-week pay because of my resignation letter). The lady who contacted me from the complain department flatly said it "Dale tricked you". My co-workers contact me daily, and keep me connected with everything. Recently, Nalida left Sears, but we are not sure she got fired, or simply quit. My co-workers really wanted me to write the report also, because they cannot stand the unbearable management and their selfish co-worker Nalida. I hope that whoever reads this complaint understands what I went through these past four years, especially if you are a woman.

I received my Sears bill and had a charge of $199.00 for a company called Century Link. Century Link is a telecommunication company and they verified that they do not serve my local area. They had no record of my name, my phone number, my address. They were at a lost and sent me back to Sears. I have been a customer of Sears since 1982. This has been the worst customer experience of my entire life. Why, after almost 30 years and spending thousands of dollars with Sears would they treat me like a liar and a criminal?
At first they agreed to remove, however since no fraud was found they sent me a letter telling me they plan to rebill me the $199.00. I now have to provide futher proof. Since Century Link agreed they did not provide me with any services why would I need to provide further proof? Makes no sense.

i have filed three food loss claims since 2004 and not received a single check, each time they say someone did not push the summit button, and they have corrected it but still no check, now they say they cannot find a food loss claim for last year, i have called several times over the year and they should have the paper work to prove it but no nothing i offered to send in the pictures dated last year when it broke down, they don't accept pictures nor will they contact their technician that did the work! something smells fishy! i have been without a freezer for a month and just learned Thur a friend i could have rented a freezer Thur my plan they never said a word about this option! i am cancelling this insurance when they decided to come and fix my freezer been 1 month! {BUYER BEWARE]

On June 30th 2011 I purchased three items under sales check #s [protected] and # [protected]. Items on first sales check were a 14 piece stainless steel pot set and a Kitcehn Aid mixer (total charge was $524.28). Item on second sales check was an Oreck steam-it, total purchase for that item was $209.17.
The pot set and mixer arrived in San Juan to Mr. Winston Primus, Lafayette. PR. 00909. Tel [protected]. However the steam it never arrived.
Note that the items received were purchased on-line instore, while the steam-it was purchased and rung up in the store. I was assured that all the items would be shipped together to Mr Primus in San Juan, the setem it has not arrived to date.
I have made too many calls and I am getting nowhere. I need to have my steam-it shipped to Mr Primus as I have spent too much money on this item to be lost.
Can someone please look into this. Note that a call associate indicated that one Veronica from Mayaguez would call me but no call to date. All items were purchased with my mastercard.
My contact number is [protected].
Villette Browne

i wanted to inquire about the purchase of a washing machine from the Searl outlet store in Delware [protected]. On 7/15 I called, after the recording no one answered the call for 3 min so I hung up.
I called back at 12:25 after the recording, someone answered the call, he transfered me but no one picked up after 2 to 3 min. I called right back, same drill but he said all the sales people might be busy. He told me to call back in 30 min. I did. This time a diffenent person, i told him about my previous calls. He said he was transferring me to a manager. No one ansered for 4 min. I call back twice again, no anser. So I so mad. I decided to complain. No wonder Sears is doing bad. No self inspection of service.

On July 1, 2011, I reported a cooling problem with my Kenmore refrigerator (purchased in August 2009 at a local K-Mart store). At that time, I purchase a service agreement for approx. $270, which I was advised would cover all labor and material to have my refrigerator repaired. A service technical was sent on that same day and advising me that it was a problem with the compressor, he worked on the appliance for approximately 1.5 hours. When he left he advised that it would take approximately 4 hours for the refrigerator to come up to temp. After 5 hours, the refrigerator was still not cooling so I placed another call to the Customer Service Dept. At that time I was told that my original call had not been closed out by the technician so they were not allowed to open another ticket. I was told to call back the next morning - which I did. When I called on July 2, 2011, I was advised that they couldn't have a technician return until July 5. Although I wasn't happy, since now all the food that I had in my refrigerator was spoiled, I felt I didn't have an option so made the appointment. I was contacted by Sears on July 3, 2011 because they had to cancel my July 5, 2011 appointment and reschedule for July 12, 2011 due to the fact that no technician would be in my area on the originally scheduled date of July 5, 2011. I asked to speak to a manager and was told there were no available... so I asked to be put on hold until one was available and was told no. The CSR (named Rebecca) was very rude and refused to let me hold on her line. I finally did get to speak to a manager but was told there was nothing that could be done since they had no one in the area until July 12... although by that time the 12th was totally booked and the best they could do for me was an appointment on July 13. I tried to call my service contract but was told that they would have to charge me for the parts and labor for the first visit - which basically eliminated any credit I should have received... even though the parts they used didn't work! I told them they could have the parts back... but I was advised they couldn't do that until the technician could come out on the 13th. I felt I was being given the run around... and had no choice but to wait until the 13th for someone to get back to fix my refrigerator. Today is the 13th... and once again I have no refrigerator. When the technician arrived, he determined he needed a new compressor to fix my refrigerator (which I thought was the original diagnosis from the July 1 visit). He ordered the part, which will take 5-7 days to deliver I am told. Once I receive the part, I am to contact Sears Customer Service to once again schedule another appointment ... which, if history is correct, will be another 10 days that I have to wait. I contacted the local Kmart where I originally purchased the appliance... they gave me another phone # to call and I spoke with Jose. Once again, Jose was very apologetic, but could do nothing to help. Eventually, when I asked to speak to his manager, I was told he would transfer me... but instead I was hung up on. At this point, it will be a total of 4 weeks before I have a working refrigerator again (that is, if it can be fixed). I am so frustrated and angry and don't understand why the compressor was not ordered after the first service call - although I am told the first technician's notes state that it was other parts that were replaced... even though he told me it was a compressor problem. IS THERE ANYONE IN THE SEARS ORGANIZATION WHO CAN HELP ME! DO THEY CARE ABOUT THEIR CUSTOMERS AT ALL?!