Menu
Sears Customer Service Phone, Email, Contacts

Sears
reviews & complaints

www.sears.com
www.sears.com

Learn how the rating is calculated

2.3 2934 Reviews

Sears Complaints Summary

944 Resolved
1989 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
Verified
The authenticity of the customer service contact information for Sears has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Sears. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Sears reviews & complaints 2934

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
1 review
Sort by:

Newest Sears reviews & complaints

ComplaintsBoard
L
4:58 pm EDT

Sears tile install/kitchen remodel

The trouble started 2nd day in demo when workers broke water pipe and flooded kitchen floor. They never replaced wet baseboards which now have mold behind. Tile installation is awful- uneven grout lines, toe kicks, 40%hollow tiles, yet they slathered so much thinset on, my front door wouldn't close. I was told it's my door. No english speaking installers, we tried to point out issues +only got "oh ok". They even brought a young boy to my house while working! Careless work, careless with my walls/trim/ furniture, I have dents dings and chips everywhere. They cut door jambs waay too so we'll have to replace them now. Never installed temp sink in kitchen, never reset toilet till we griped then they didnt use new wax ring, and broke flange but tried to hide it. Gave Sears a chance to pull up/reinstall, only about 30 tiles were replaced and issues still everywhere. Quarter round install was even worse, kicked the tile sub out of my house. Cabinets were so cheap the laminate was chipping just being assembled, then installer hung one upside down, breaking our art glass pendant light in the process. He suggested touchup pen and laminate skins to hide flaws. Booted him out too. Sears' GC and district mgr both agreed work was unacceptable and that I should get deposit back, cabs removed and reimbursed for crappy tile removal. Now it's 45 days later and nothing...my atty calls every week to be told "we'll be in touch next week". I will NEVER use Sears again and will tell anyone who asks. Oh yes have pictures and witness too.

Read full review of Sears
Hide full review
ComplaintsBoard
S
3:00 pm EDT

Sears refrigerator elite french door

Sounds like my issue is the same as most of these postings. I have 2 claims numbers the second one is an expedited number been one .I have not heard from an insurance adjuster for the damage done to my wood floors .dry wall and carpet and damaged personal property that had to be thrown out do to water damage caused by a ice maker water line that leaked for 24 hours . Very frustrating dealing with a representative from a 3rd party. Venting does feel better. Drywaller is making a lot of noise in the basement. Second phase clean up.

Read full review of Sears
Hide full review
ComplaintsBoard
R
1:12 pm EDT

Sears washing machine

I don't know where to begin with this email. I have purchased a product from sears (brand new kenmore washing machine) already fully paid for. Weeks into receiving the machine we had to have techs come and check the machine as it wasn't working properly. Now months after - calling every other day sending new techs dealing with different reps the machine is still not in the working condition it needs to be. We have dealt with so many people so many techs so much transferring and waiting at home for techs that have never shown up! Appointments were canceled on your end and we were never advised of including today - we had an appt set from 8-12pm it is now 1:28pm and we haven't received a call or anything regarding the person running late..WHAT TYPE OF SERVICE IS THIS! at least call and give a heads up - other people have things to do as well.. I dont know who will actually care from your company about this email but you have definitely lost a complete family that would only shop at Sears for appliances. ALL WE WANT TO DO IS REPLACE THE MACHINE THAT IS NOT PROPERLY WORKING - A MACHINE THAT WE BOUGHT BRAND NEW FROM YOUR COMPANY AND PAID IN FULL FOR!

I have again called about 3 more times to follow up on the appointment I had today and i keep getting wither hung up on or transferred while Im explaining

I need someone to take this matter serious instead of just passing along!

Read full review of Sears
Hide full review
ComplaintsBoard
C
9:38 am EDT

Sears refrigerator

I bought a Kenmore Coldspot refrigerator in July 2017.In Feb 2018 I started having trouble with it freezing stuff on the bottom shelf.The repairman told me it was the fan so he changed it.In May it started leaking water all over the top shelf and freezing food on the bottom worse.So I called them about it.They have been here 9 times since then changed 3 parts and the last time they changed the seal and now it's worse than ever.Supposedly they are not going to honor my warranty cause it ran out in July.The repairman was rude and told me I was to pay to get it fixed.One man told me that as long as it wasn't fixed they would extend the warranty till it was fixed.The last repairman ripped the seal off that was perfectly fine and put another one on.Now it's not shutting good and it's leaking worse.I called them back and was told a repairman would call me for an appointment.I'm not going to hold my breath.

Read full review of Sears
Hide full review
ComplaintsBoard
R
6:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears sear riding lawn mower

I am renting to own a 20 horsepower riding mower last of may 31st this year.
the last of August this year the mower engine blew up and pieces broke off it.
Service Guy came out and said they would replace the engine. I told the service guy that I wanted a New Mower because evidently this mower was a LEMON. They said they could not do this. But if this mower does this again they would replace it. I was dissatified with their decision.
Also everytime I call to ask customer Services about my balance they give me a different answer and different payoff dates. Cannot get a straight answer. Don't think I will do this again. Thanks but no thanks Patricia

Read full review of Sears
Hide full review
ComplaintsBoard
S
11:05 am EDT

Sears sears - bad customer service - samsung flex dryer

To
The Legal Department
Cc: Customer Service
Cc: Delivery

I purchased a Samsung Flex washer and dryer during last month.
The delivery could not fit it in due to space issue. They asked me to provide more space in 3 days. I redid the whole area so that they can fit in. But Sears automatically cancelled order in less than 3 days. As soon as I got the cancellation email, I called the delivery phone line and asked the delivery customer service agent to reorder it.
He did it, he ordered the flex washer, but a wrong dryer. Now when I contact you, you are asking me to pay the price difference between the 2 models for exchange.I am not sure why I should do it, as the mistake is from your side.
Despite multiple attempts NO RESPONSE FROM YOUR SIDE.
IS THIS HOW YOU TREAT YOUR CUSTOMERS? YOU SAID YOU ARE GOING TO CALL ME in 24 hrs. It's more than 7 days now.

Read full review of Sears
Hide full review
ComplaintsBoard
C
2:33 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears kenmore ac unit

To: Sears Customer service
Good morning,
My name is Claudia Butler. I purchased an AC unit for my home last year May 2017. The previous unit had been in place since 2007 and the only problem was the condenser had gone bad. I could have contacted several other AC Companies but I chose Sear because of their reputation and I was offered a good price on the unit I purchased. The unit was inspected in May 00, 2018 and at that time there was no problems was found. However, on July 10, water was found on the floor in the hallway. We had no idea where it was coming from. I called the Sears repair service to have someone come out to check the AC unit because it was no longer cooling the house as it was before. The Tech come out on July 14 and stated the condensate pump was bad and needed replacing. He informed me, the part was covered but I would have to pay for the labor. I said no problem. He stated to me and the tenant he would come back on Monday to install the part. He did not come back. On Aug 8 we again noticed water accumulating on the floor. I contacted Sears repair service and was informed the tech stated I refused the repair which is why he never came back. I informed the customer service rep, I did not refuse service that was needed. After going round and round I asked to speak with a Supervisor and the was told I could not speak with a Supervisor and was transferred to a claims adjuster. I called the service repair again, asked to speak with a Supervisor, and was given John Horne's number. Mr. Horne set up the appointment for someone to come out on July 14, 2018. We waited all day and the tech never showed and didn't call. However, I called to find out what happened and was told he didn't come because there was no answer when he called. Needless to say, I rescheduled the appointment. The tech came out on Saturday, 8/ 18/18, removed the damaged part and installed the new pump however he did not reconnected the line. Now once again we are cannot use the ac unit because he stated I need to call a plumber to reconnect the line. I stated a plumber didn't install this unit. After my conversation with him I discovered, he probably didn't know how to reconnect the line. I called customer service on Monday 8/20/18, and explained my dilemma and now I am currently waiting on a return call from Mr. Horne. It is apparent this unit was not installed properly which is why the unit leaked in the first place. I am trying to resolve this matter as this unit still new. I am seeking to have this unit restored as soon as possible.
Your assistance is greatly appreciated,
Claudia Butler
[protected]
[protected]@hotmail.com

Read full review of Sears
Update by Claudia Butler
Aug 24, 2018 2:36 pm EDT

Tech called today says he ran into a problem and was not able to make the appointment. Tech Supervisor John Horne stated the unit was not properly maintained. The unit was inspected 6months after installation . Neither Mr Horne or the Tech have a clue as to what needs to be done. I intended to contact the BBB for help then legal assistance.

Hide full review
ComplaintsBoard
M
11:23 am EDT

Sears fraud

My husband and I have had a Sears master card for years and never had a problem till January and February of this year. Someone had gotten all our information and used our card in 3 states the same day from Florida to Arkansas to Ohio. They even claimed to have paid the card off 3 different times telling me I have a zero balance which was not us that paid it off! Then months later they come back telling me that all payments came back and had bounced . Well common sense would tell you that if someone was coming in 3 times paying the same bill off and it wasn't my bank account thensomething was wrong on their end. Now they say I'm responsible for paying all this money back even though it was fraud plain and simple! NOT IN MY LIFETIME!

Read full review of Sears
Hide full review
ComplaintsBoard
L
10:25 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears delivery disaster and length of time on phone with customer service with no results

My husband had some items from Sears on his Birthday wish list. I placed an order on 8/17/2018, order number [protected].

I ordered item [protected], Craftsman 115 pc Universal Mechanic's tool set, Item [protected], Craftsman Extreme Grip 2 pc Adjustable Wrench Set and item [protected], Craftsman 2 pc. 10" and 7" locking plier set with cushion Grips.

The box arrived yesterday. Please see pictures, the first four pictures were taken before I ever opened the box. When preparing the box for shipping only one strip of packing tape was used on top and bottom. These were heavy items and the box was not taped appropriately to support the weight. The only thing left in the ruined box was item [protected], Craftsman 115 pc Universal Mechanic's tool set. However, it arrived with a black Alarm 2 still attached. See picture.

I contacted customer service. I was on the phone over 90 minutes. I requested a refund on the missing items. They were not able to process the refund due to an error. She said the customer refund team would contact me within 72 hours and issue a refund 3-5 business days after. I had to pay immediately when I ordered these items. The refund process should be just as timely.

I asked the customer service rep what would happen when we cut off the alarm and she explained it will explode ink and the only safe way to remove it is to take it to a store. I explained we don't live near a store and this is a hardship on us caused by sloppy shipping. This is completely on Sear, their shipping staff put the item in a poorly taped box with the alarm attached. The customer service rep responded that I should call again from the store to discuss compensation for this problem. I explained I don't know when I will get to a store and I asked to speak to her supervisor. I held and listened to music for almost an hour. No supervisor ever came on the line.

Today is my husband's birthday. Two items are missing and the one we did receive has an alarm that will explode ink if he opens it. What a horrible experience.

I would like my money for these three items refunded in total. I am a busy professional. My husband is disabled and can't drive. It will be a very long time before I can get the tool set to a Sears store to have the ink alarm removed.

I shop on line exclusively. This is the first retailer I have ever received such miserable customer service. Horrible. Sears isn't what they used to be.

Read full review of Sears
View 0 more photos
Hide full review
ComplaintsBoard
D
10:05 pm EDT

Sears furniture

I spent 307.07 and they will not give me my money back. I called the same hour I noticed it was the wrong product I wanted. They said they had to cancel the idem before they gave me my money and to wait 3 to 5 days. I waited and didnt recieve and email of cancellation so I called again and they said the person never cancelled. They said wait again and I keep getting the run around, every time I call for a manager they hang up. I called 10 times and always got hung up on. I Don't know what else to do but contact a lawyer.

Read full review of Sears
Hide full review
ComplaintsBoard
C
9:19 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears kenmore elite fridge

25 month old Kenmore elite fridge that I paid $2300 stopped working..lost all the contents freezer items were completely defrosted . After over and your on the phone and 6 transfers finally got to the point of scheduling a service call, but first available was not until Sept 5th . And they keep telling me there is no warranty yet my owners manual says there are some itm s warrantied for 1 5 and 10 years . I'll fight that battle once I know what's wrong and there better be some coverage for the price I paid 25 months us ridiculous..what I'm seeing here is that there are obvious known problems .

Read full review of Sears
Hide full review
ComplaintsBoard
O
5:06 pm EDT

Sears stove/range

I was scheduled to have my stove/range serviced/fixed two weeks ago through my insurance Total Protect. After hours of dysfunction, he realized he didn't have the right part and the part he brought was defective. At this point, I have missed two days of work.

A new repair was set up for Saturday schedule for August 18th, as I told him I could not take any additional time off of work. I received a confirming the appointment between 10:00 a.m. and 2:00 p.m. on August 18th. I rerranged my schedule, again. At 2:00 p.m. I received a call from an auto voice indicating I would need to reschedule my service. I received no call from a tech.

I called Sears immediately. I spoke with your supervisor which was useless! I told I sat all day waiting for someone to arrive. She stated the tech wasn't available to come. What I don't understand is why I didn't get a call this morning and I could have kept my appointments. Secondly, why is Sears calling me at the end of my appointment? I am hot! Basically, she didn't care and wasn't going to do anything to correct the issue.

I can't believe Sears works with their customers in this fashion.

Read full review of Sears
Hide full review
ComplaintsBoard
N
9:56 am EDT

Sears kenmore elite refrigerator [protected]

Below I am including email about situation to Mr. Eddie Lampert becasue no one at sears customer service will help us and there is never a supervisor available. All we get is the run around. I will insert all information below.

Hello. How r u? I'm sending this email because no one has sears has been helpful or done us right. On August 6, 2016 we purchased a Kenmore elite [protected] refrigerator under the name of Sylvia Moffatt, that's my elderly mother who lives with me that I care for medically. To start off we were told delivery the next week and sold our refrigerator the day before scheduled delivery, well guess what sears called the day of and said the item has been back ordered, three weeks later maybe four becasue we had made our first payment before it was even delivered. No apologies nothing. The cost of having to keep her medicine and food right was a headache. November 2016, I open the fridge and it's not cooling, open the freezer and everything in the freezer is ruined, it appeared the freezer went first and then the fridge part is why I didn't notice the spoiled food in freezer, so I call sears and first available appointment is two and half weeks even after I explained my moms medical needs, so a week into no refrigerator, my daughter opened it for some reason and it was working again, so I call sears and tell them and keep appointment eventhough they wanted to cancel, well day of appointment no one shows so I call and they said the tech decided since it was working no need to come out, I said well it would have been nice if u had filled me in, but since it was working I went about my business, March 2017 same thing all over and sears came out after two week waiting and said the compressor needs to be replaced so they order part which takes three weeks to get here and mysteriously in the third week fridge stars working, I didn't call in this time so they wouldn't cancel on me and a week later tech comes this is four weeks now with three weeks of no refrigerator, so the tech gets here I explain everything and the compressor was only pulling one amp, but to my surprise eventhough the compressor was sent here the tech chose not to put it on becasue it was cooling some at the time and cleaned condenser fan instead eventhough I saw no dirt and I pleaded with him to put the part on as it was not pulling the required amp, he said he could not do that because it was cooling some and leaves after he charges for a water filter and air filter that did not indicate needed changing, he said the amps would pull right after replacing those and cleaning the clean condenser fan. Same thing happens in November 17 again, except it was out for two days and again two week appointment, this time sears calls and ask the day before was it cooling any and I told them it barely keeps anything cool and freezer doesn't freeze solid, to my surprise they cancelled the appointment. By the grace of god as my mother was in the ICU, the day we arrived home it was working and in July of this year 2018 it goes completely out again, called and two and half week appointment, sears tech gets here, happens to be the same tech from last time says, yep compressor is locked up and on the phone I had given sears the master protection agreement number which I purchased last year when warranty went out over the phone from sears and the number they gave me eventhough I asked them to mail me proper paperwork was [protected] and after I didn't receive paperwork they said I didn't need it just this number and it was a three year protection plan from the date of purchase of the refrigerator and I said well that's not right becasue I purchased it a year later but what ever, so back to aug 7 when tech is here he told my husband and I, by the way you have no warranty on my labor and the part is on back order for four weeks and then u have to call and schedule me to come back after u get part and I said sears didn't tell me we had to pay for labor nor the part was on back order we were told after doing diagnostic on phone he would have the part is why it took two and half weeks for appointment, then he told us 492 would be the cost of his labor and we would be without a refrigerator for almost six weeks. My husband said this is ridiculous please just leave because the tech admitted he didn't put this part on last year. So I call sears immediately about this warranty and back order part and they say now no one has ever been here but once and we have no warranty that's just a customer number what ever that is and that's a customer number what ever that is and yes the compressor is covered under warranty but not the labor, but feel free to order and pay for the part myself. I have spent hours days and a ton of energy on this and the fire department and ambulance service because of my elderly mom not getting the proper foods because have u ever tried to feed a family out of coolers for weeks on end. So I have ordered that same compressor they say was on back order from sears and it's susposed to be here tomorrow the 15, four days after order and I have to pay a certified tech not sears though at this point so my compressor will still be warranted eventhough everyone that is a professional in this town said that's a linear compressor that will go out within six months again and won't touch it, they recommend throwing this high dollar refrigerator away and starting over, I can't afford to do that seeing as I've already paid 2000 dollars on it and still owe close to 2000 on it by the time interest is accumulated. Sears has rigged their records and this is so not right. I'm to the point of calling our news station in Memphis tn and asking them to open an investigation, pulling my phone records and what video and audio I have, sears has been here five times well susposed to be five because they cancelled but definitely three times for the same issue. I grew up in a household where my parents always purchased sears appliances and this is awful and in my opinion illegal. Very sad and no one wants to help from sears. At this point I want a full refund or a brand new refrigerator that works. Please, please don't ignore us like everyone else has please. My phone number is [protected] My address is 2277 Bethany dr Southaven ms 38672. We purchased this item from sears at the south land mall Memphis tn. Please help us. I have a family who depends on food, a sick mom who depends on medicine and food. I can not afford to buy even a 500 dollar one at this point, espically after buying the compressor and still have to pay to have it put in we have spent so much money in take out food, Ice and all the food we lost every time this refrigerator went out. Please put yourself in my place. Thank you. Nanette Nelson.

This is another email I sent on 8/15/18
Hello, again, I had to order a pay for the compressor and sears assured me the filter drier was included and of course the filter drier isn't included once we get it and we paid a lg certified tech to come after hours to install this compressor but of course he can't without the filter drier so I call sears again and after an hour they have no supervisor available as always, here is the chat that assured me the filter drier was included in the order of the compressor we paid for out of pocket as my previous emails we sent that sears says 6 weeks to repair under warranty. This is beyond amazing and u set the example for your employees becasue u have had almost a week to get InTouch with me to help And u are ignoring us just as they r

On 8-16-18 I orders the filter drier and paid 20 something dollars to expedite the order and it said Monday aug 20 for delivery and I check it this morning and I am told, two business days to ship and up to five business days after to receive, really. I will try to insert photos of chats and videos of the sound of the refrigerator going back to November of 2016 only one month after being in my home and I can not believe sears has altered their records to show only two service calls. I have videos of sounds and surly my phone can be traced back to all the countless calls to sears. I have some video from my home surveillance of them being here.

Sent from my iPhone

Sent from my iPhone

Read full review of Sears
Hide full review
ComplaintsBoard
P
7:02 pm EDT

Sears kenmore gas stove

Today August, 15, 2018 I turned on my oven, I waited and waited it never warmed up. I contacted the customer warranty center for help. Sadly the customer service man from India was unable to help. He did however set up a appointment for a technician tomorrow to come out. So what's the problem? My stove is 14 months old, out of the regular warranty coverage. So I can anticipate a minimum repair bill of at least 250.00.for a stove that is 14 months old. I have been told that appliances are not built to last beyond 5 years, but 14 months is just plain not right. I am sure this complaint is just a useless way to put consumers off. I will not be returning to sears/ Kmart anytime soon.

Read full review of Sears
Hide full review
ComplaintsBoard
R
9:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears credit card/washer

Bought a washer (06/09/2018). Filled out a credit card to get free delivery & $60 credit. Big mistake.
1. Deliver guy pickup dryer by lid. Told him that was not good for my dryer. He told me he does this for a living & if I had a problem & wouldn't install the new washer.
2. Washer did not work. Called & spend 2 hours on the phone trying to get a service repairman. He can look at washer & said it was a lemon.
3. Told to physically go to Sears & ask for a new one. That took another 2 hours.
4. New washer arrived. The installer was extremely nice & told me that there was nothing wrong with the washer, but the first installer installed it wrong.
5. NEVER RECEIVED A BILL NOR CREDIT CARD. Received a call from the bank & Sears. They sent the bill to our address, but in another state.
6. On the phone for several hours & days with the fraud department trying to get this straighten out.
7. Today I received the bill along with finance charges & late fees. I WAS TOLD THAT I MUST PAY THEM. But, it was not my fault you send my bill to another state. I was told that I either give them another credit card or go to Sears to pay today & they will take off the finance & late payment fees.
8. Went to Sears to pay the bill & was not that I did not have an account. THEY REFUSED MY PAYMENT. We were at Sears for 1 1/2 hours trying to get them to take out payment. Finally, someone gave the cashier permission to take our payment.PAID IN FULL EXCEPT LATE FEES (07/24/2018).
10. Today (08/14/2018), I called to confirm that we have a zero balance and the late fees were taken off. NO, we owe $11.64 for late fees.
11. Still have NEVER received a bill/statement/documentation/credit card from SEARS.
This cluster F**K was not worth the free delivery & $60 credit. If and when I do receive a credit card & will be closing this account. NEVER AGAIN!

Read full review of Sears
Hide full review
ComplaintsBoard
M
12:57 pm EDT

Sears refrigerator / freezer side by side

Dear customer service,

My family and I need your help urgently. We have been having major complications with our side-by-side refrigerator freezer since December 2017. We have had several repairs by our count 6 but some repairs have not been documented on the service contract website or with the master protection plan customer service department. We have records of multiple appointments and repairs, we have been getting the runaround with the service protection plan and the sears corporation for months now. For this entire summer we have not had a working freezer or refrigerator and we have five people living in our home. At this point we need your help enforcing your lemon law. Which states that after three service service appointments that the refrigerator would be replaced. They are not honoring that law and we are at wits end and we don't know what else to do. This is the reason that we are writing this letter so that you can use your authority to allow the corporation to replace our refrigerator freezer. We have had six service appointments from the time that we purchased a refrigerator.

The refrigerator was purchased in January 2016 with the master service protection plan and we have been having complains within the first year. Within a years time we have had so many appointments. Currently the freezer and refrigerator are only cold at the bottom the top of the refrigerator and freezer are warm. The only place where we can freeze items is at the bottom and all of our eggs have to go to the bottom drawer the top of the refrigerator is warm so warm that our butter is completely soft and our milk goes spoiled. This is not conducive to a productive living with families, we are afraid the food will spoil and we won't even know that bacteria will build up and we will get sick.

Please help us we have been a long time customer of Sears all of our products appliances even our central air conditioning unit is from sears. We have always used sears all we ask is that this corporation have our side by side refrigerator/freezer replaced. We are good people and good customers. We just ask that you please replace our refrigerator. That's why we got the service protection. For protection we just need a replacement refrigerator freezer replaced so that we can continue our life in a productive way and feed a family with healthy meals.

I forgot to mention that we had a scheduled appointment for service again today and the subcontractor refused to come. They stated that it was a mistake that we didn't have and appointment for 8/13. I have a confirmation email and I sent that to them but they still refused. They were here 8/6 and sears representative told them over the phone that they were to pack up and leave, I heard that myself and so they did and no repairs were done.

If you were us how would you feel not being able to have food and cook properly?

P.S. We have not had a refrigerator and freezer since the beginning of summer, June 2018.

Attached are some photos and videos of our experience.

I have video but it would not attach. I can send it another way once advised.

Malika Berry

Read full review of Sears
View 0 more photos
Hide full review
ComplaintsBoard
W
11:06 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears appliance repair service

Scheduled service. Washer repair. 1st appointment, tech came. Charged me $104, no fix. Scheduled 2nd appointment. Rescheduled. Appointment day, tech no call no show. Waited all day. Called. Service department only rescheduled appointment 2 weeks out. Asked for my money back. Was told they don't do that. This has gone on for too long. I have a washer that still doesn't work & I'm out $104 dollars. I want my money back.

Read full review of Sears
Hide full review
ComplaintsBoard
L
12:13 pm EDT

Sears refrigerator

I bought a Kenmore Elite ( made by LG ) Trio bottom freezer back in April 2015. Now, in July, 2018, the compressor has gone bad. I see here on the internet, that these fridges have had these on going problems for over a DECADE. How long DOES IT HAVE TO TAKE, before the Manufacturer ( LG ), or SELLER, (SEARS) is held liable for these very costly products. They are obviously peddling these junk refrigerators, and nobody seems to care. They are not cheap to buy. What a scam on the American Consumer. It's a shame this foreign company is not forced to fix this problem/design, that they have known about for over A DECADE NOW. I wish I had known better, because I would not have spent my hard earned money on this piece of junk.

Read full review of Sears
Hide full review
ComplaintsBoard
L
12:30 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears refund for mattress purchase

I purchased a mattress and boxspring on May 17th, 2018 from Sears online in the amount of $754.99. I used the Why Not Lease It financing to help pay for the majority of that. I paid $147.72 as a down payment to the Why Not Lease It company using my own personal credit card. The mattress was delivered to me on May 25th, 2018. I chose the mattress I did because Sears' mattress guide recommended it to be the one best suited for me. Within a few days I knew it wasn't right for me. I called Sears to have it returned and they told me I had to wait 30 days before I could. So for 30 days I worked, as a waitress, with unbearable back pain. I then called them after the 30 days which was June 23, 2018 and told them what was going on and to take the mattress back which I was charged a pick up fee and a 15% restocking fee. They didn't care that it was their recommendations that made me decide to buy the mattress or that I spent 30 days in serious pain. They are not customer friendly at all I realized. I was told I would have my money refunded 7-10 business days. After that time had passed I called Sears and spoke with a customer service representative, Miles #1082301, and she informed that it was 7-10 business days from when they inspected the mattress etc.. which was June 29, 2018 that the 7-10 business days started. Which by the way my mattress was in perfect condition when it was picked up and I have a copy of the driver's log stating just that. I was also told by her that the full purchase amount would be refunded to my credit card which I didn't use for the full amount just $147.72 of it. I told her I would rather the amount I charged on my card to go back on my card and give remaining balance to the Why Not Lease It company but was told it would be returned to my card because that's how it worked. By the time this call was made it was my 6th or 7th time I had been calling Sears about all this and getting the run around. I even went into the Sears store here in town because I was told I had to get my refund that way and all they did at the store was look confused and said to call the online people. I called the Why Not Lease it people on July 12, 2018 and explained everything again and at the end of the call they said that they had everything worked out and the money would be returned to them in 7-10 business days and my down payment would be credited back to my credit card. Now comes July 31, 2018 and still nothing from either company. So I called the Why Not Lease It people obviously very annoyed by this time and was told that I needed to have my order cancellation number from Sears. I have documented every single date, price, time frame and recorded all the calls and not once did Sears say anything about a cancellation number. So I waited a couple days to calm down to call Sears again plus I needed a break from telling my situation 100 times at this point. When I called Sears on August 2, 2018 I told them immediately that I wanted to speak to a manager or supervisor or anyone with authority and I wasn't going to explain what I was calling about to anyone except to someone in charge. After being put on hold again a lady with a heavy accent came on and said she was the supervisor and before we start she wanted to make sure I was aware our phone call was being monitored and recorded. I then replied right after that it was fine and I too was recording our conversation. She told me I had to stop recording or she wasn't going to continue the call. I asked her why I can't record our call for my records but yet they can record our call? She wouldn't answer my question so I continued on telling her I needed a cancellation number. She told me I have to first tell her I stopped recording and I again asked why I couldn't when they are and she hung up on me. I have been getting the run around from both these companies for over a month now and haven't got anywhere with them and don't feel that I am especially if they won't allow you to record them. What is it that they don't want recorded? If they're an honest business that wouldn't do anything illegal then why would it matter? All I would like is the down payment I made back and the financing company to have the money they gave to Sears for the remaining balance of my purchase. I'm a waitress and I don't have money to just throw away. Because of this I'm sleeping on a air mattress until I know this is settled before I try and go buy the right mattress for me. I don't know if they're going to try and say I still owe them and send me to collections or court. I feel like I'm being scammed and ripped off by these people.

Read full review of Sears
Hide full review
ComplaintsBoard
M
2:48 am EDT

Sears refrigerator

On 1/16/17 I purchased a sears refrigerator to be delivered on 1/18/17. upon delivery the servicemen had damaged the interior walls of my home and kitchen as well as the product refrigerator I had purchased. I made it known to the delivery men at the time that this will need addressed. I immediately phoned sears where I purchased Ft Myers and spoke to a woman named Samantha 5:36pm who placed me on hold then came back said Adam and David are the individuals supervisors and need to address my complaint. She stated I need to go to the delivery company and it is their responsibility. I asked for the info and she was not cooperative therefore I located that and called and began getting placed on hold for the next person and so fourth. Finally I received information that there not only is a report to be made to the delivery company but insurance company. So I reported to Deborah Miner with Sedgewick as well as Carrie Davis with XPO Logistics. After much persistence and cooperation Deborah Miner was very helpful and I received payment for my damaged home however the refrigerator damage has yet to be reconsolidated. I have numerous email correspondences with Deborah regarding Carrie Davis and she was the individual representing XPO Logistics. After conversation with Carrie Davis in March 2017 she stated I need to send her pictures of refrigerator damage and she would make a report. After months of contacting and leaving messages with no return I finally got her on the phone and she said she would make arrangements for my replacement refrigerator not only for damages but it did not work and I had no water and ice. Now in come August after speaking again trying settle and get my product paid for and purchased I had a knock on my door and hour after speaking with Ms Davis and her stating I would be receiving a call to confirm day and time of delivery and there were two men asking to come in and look where they would be delivering my refrigerator. My fiancé Dr Raul Davila was present during this time as he was home going to work late that particular day. He let them enter thinking this was the case to our surprise these two men came inside walked to the kitchen area began talking Spanish to each other and it happens that Dr Davila is Spanish and translated what was stated. They were saying that they were not going to be responsible for the men delivering the product and they need to speak with them as well as Ms Davis. While they were there it was very evident that Ms Davis was aware of their presence and it was set up and planned by both because she phoned them and they again spoke Spanish assuming I would not be aware of what was said however again Dr Davila was present and heard the conversation. They handed me their phone and Ms Davis stated after speaking with them I will be getting a letter. I thought that to be odd and asked a letter? She said yes within a week. I asked what about the delivery day and time? She again said I will be getting a letter from them. I then said are you telling me they are refusing to replace the damaged refrigerator they delivered and not operable and put together correctly with loose handles and etc. She finally answered stating yes they are not. I then looked at the 2 men in my home with disbelief and wondered how can something like this happen and she send 2 strangers unannounced. Not only very scary but dangerous and unprofessional and unethical to name a few. As they were leaving they placed last shocking comment that I can buy spray paint to cover my damaged refrigerator! This was the last appalling statement I would hear from XPO Logistics to date. Since I have tried calling and leaving messages and only to get from Carrie this is my problem and if I was not happy next time shop elsewhere. I could not believe what I was hearing. I have been more than patient and should not have to accept being robbed of my purchase and hard earned money with a non operable refrigerator that is damaged. XPO needs held accountable and Ms Carrie Davis. I want my purchase and this removed from my home and this documented to prevent future consumers from this experience. Ms Davis did not appear to be concerned that there would be a formal complaint to the Federal Trade Commission and any and all governmental agencies and resources for consumers such as tv stations assisting consumers as myself against this type of fraudulent actions as well as newspapers and any other sources and legal aids. I am requesting a formal complaint and investigation into this report.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
A
A
Alphonsus Platt
, US
Aug 09, 2018 5:40 pm EDT

I have been without a refrigerator for two weeks. It took a week to get service and a week to order a part. Now they are telling me they are waiting on a part Sears Warranty Service is Horrible. My refrigerator is only two years old and I have had three service visits. Not counting the call in which I had to order and replace my own water filter even though I have a warranty.

I am a retired principal after 33 years in education and I am a Pastor in an affluent community. If I do not get results I will spread the Bad name of Sears service throughout the Media and Community in my state and across the country until Sears feels the affect. That will not be delayed!

Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Sears customer service

Phone numbers

+1 (847) 286-2500 +1 (800) 665-2127 More phone numbers

Website

www.sears.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Sears?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Sears Customer Service. Initial Sears complaints should be directed to their team directly. You can find contact details for Sears above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Sears. Discuss the issues you have had with Sears and work with their customer service team to find a resolution.