Sears
reviews and complaints

We went to Sears to purchase a LG washer and dryer pair on May 31, 2010. The salesman made delivered a good line and included the fact that this purchase would include "free delivery and pickup of the old machine." When he wrote up the sale, however, he informed me that I would have to pay $75.00 up front for send me a $75.00 rebate later. Sears would be holding my money for a period of time. We bought and paid.
The same day I filled out the rebate form, made copies of the store receipts and attached them to the form. I mailed this from the local post office to ensure that it would be delivered without a hitch. After 5 weeks I went online to the Rebate Center to check the status of the rebate. The screen I saw was a little confusing. It looked like the Rebate Center had no record of my receipts. I then entered the data on online form provided and also sent an e-mail message asking for an explanation. Two weeks later I have heard no response from the Rebate Center. I just went back online to check the status of my rebate, and I have found the same confusing message. Then, one week later, get one email message told us they sent out the check on July 7, 2010. I checked my mails and event went to local post office asking about my mail (anyone may return the missed delivered). None.
I again re-entered all the receipt data and again I have sent a message asking for a simple explanation regarding the status of my $75.00 rebate and check they said they mailed. No answers, no respond any more.

This is the second time; the SEARS rebate center cheating on us. Three years ago (2008), my husband purchased a Kenmore dish washer from same SEARS store. The same story they did not send rebate check to us. I doubt that I will ever see the $75.00. I am through shopping at Sears!

Susan Tseng

I bought a washer/dryer (stack up) at Sears in Leon Plaza, Guanajuato, Mexico on 6/26/10. When they delivered it it was the wrong one (smaller capacity). The manager of appliances agreed to send me another one with the capacity that I paid for and told me that that new one was more expensive, but he will let me have it for the same price. When I got the new washer/dryer I noticed in the receipt he send me with the delivery people, that the new was cheaper than the one I bought first. The installation was free, but when they came to install it, they could not do it because I was missing a part for the installation. I had called the manager previous to the installation and he gave me a list of the things I needed, but he forgot to tell me about the part that was missing. After almost a month after I paid for the washer/dryer I had to pay from my own pocket a plumber ($600 pesos about $50 dls) to install it.
I have written two complaints to Sears in Mexico, but they dis not respond. Please help me! I want Sears to pay me for the installation of the washer/dryer and for the diffeence between the first and second washer/dryer ($888 pesos about $71.04 dls). A total of $1, 488 pesos about $119.o4 dls. Thanks a lot. Ismael Gonzalez ([protected]@yahoo.com)

We purchased one of Sears’ top-of-the line Kenmore Elite Oasis HE washers -- model 27082. Not only were there significant load-balancing problems causing extremely loud rocking, when the Sears repairmen came to repair the knocking and rocking problem, we discovered that the entire interior frame was completely corroded (not rusted, but corroded!) The appearance of the interior frame was like that of a washer that had been abandoned and exposed in a junkyard for the past two decades. The balancing problems and corrosion were so severe that their own Sears servicemen recommended that I purchase a new washer (from Sears, of course). My new tile floor was ruined from the rust and corrosion.

Most infuriating, Sears’ dishonest Customer Service Department was never forthright in revealing that these high-priced Elite Oasis HE washing machines were overburdened with significant mechanical problems. My brother-in-law showed me the product reviews for this washer and I was stunned! I requested a refund for this “lemon, ” and the Sears Customer Service Department made a magnanimous offer to resolve this problem with a 10% discount on another Sears washer, which is truly preposterous. Sears has proven that they are hardly inclined to stand by their products. Over the past 30 years, I’ve been a regular Sears customer, but I will never buy another Sears appliance.

I will be joining the class action suit against Sears for (1) deceitful salesmen not being truthful when asked about the quality of their products, (2) gross product negligence, (3) damage to my floors, and (4) concealing any knowledge of these problems.

We scheduled an appointment with Sears Appliance Service to come out and check out our Kenmore gas range. The appointment was scheduled for August 11, Wednesday between 1:00 p.m. and 5:00 p.m.

On the preceding Tuesday, we received a call from Sears to confirm the date and time. We confirmed it.

On the day of the appointment, the Sears repair person called at approximately 3:00 p.m. to tell us he would be at our house within fifteen to twenty minutes. Five minutes later we received a call from the Sears dispatcher. He said he had an emergency and needed to pull our scheduled repair person off of our job. He said if we would agree to this, he would absolutely promise to have a repair person at our house the following morning at 8:00 a.m. We agreed.

About thirty minutes later we called Sears back and asked if they could verify that the repair person would definitely be at our house at 8:00 a.m. the following day because we had to both be at work at noon the following day. The person at the phone said she would make a notation as such and there would definitely be a repair person at our house at 8:00 a.m.

The following day, by 8:30 a.m. we had heard nothing from Sears – no repair person. We called the Service department to see what happened. That person talked with their dispatcher and he indicated that their people were running late and would not be able to come to our house until after noon – more than four hours beyond the promised time.

We expressed some frustration at this and were told that they would not have promised anyone by a specific time because they did not make promises such as this.

After hanging up we called back and talked with a Customer Service person. She refused to let us finish a sentence and kept talking over us every time we tried to talk. She finally did agree to credit us fifty dollars toward the service call and they still could NOT be there until some time after noon.

We expressed deep frustration at this but she still would not let us finish a sentence as she kept talking over us. We finally hung up out of frustration and despair.

Then, twenty minutes later at approximately 9:20 a.m., their service man called to say he would be at our house within fifteen minutes.

He did, in fact, arrive as he had promised but he knew nothing about any credit. We paid him the full bill and did not argue further because we just wanted to be done with Sears.

We own five Kenmore appliances. Nevermore. Stay away if you ever think service might be needed from them.

Had a sears delivery(box truck) cut me off today... I was on the Oakland Expressway in Topeka Ks, around 6:15 pm, as a vehicle in front of me was moving slower than the posted speed limit. I gave room between myself and the slow moving vehicle... As I look in my rear view mirror, here come this big truck... they decided to pass me on the on ramp for Seward Ave., as they passed me I slammed on my brakes so they didn't push me over into oncoming traffic... This is B.S. YOU DON"T PASS ON AN ONRAMP, ESPECIALLY IF YOU WERE ALREADY ON THE HIGHWAY If the truck has air brakes, CDL is required, and you should have more responsibility than that...

It wouldn't have bothered me so much if my 15 month old son wasn't sitting in the back seat...

Tag # on the truck 167 ANJ WY KANSAS

I needed new washer and dryer on Sunday. I checked Consumer Reports, discovered the Sears Kenmore line had high marks, and features wanted.
I looked up items on website, noted items were available for delivery and called our local store. After inquiring if the wanted items were available and assured that they were, I went to store to purchase a very expensive washer, dryer and two pedestals. I was assured of next day delivery by sales person.
After returning home, I received a computerized telephone call four hours later (7:20pm) stating that the items purchased were not in the warehouse and were not available for delivery. I waited for a call back to re-schedule. One day off work to receive merchandise.
The call back came at 9:30am next day(Monday) and was told that the Items that I had purchased (and PAID FOR) were delayed at shipping center. I asked them for a delivery date and time, they replied tomorrow between 8:00am and 10:00am (Tuesday). Two days off work waiting for delivery. I called shipping to confirm the new delivery date and time and was told the items were held up at manufacturer. No delivery date offered. I was told to wait 24 to 48 hours for a call back to re-schedule for delivery.
8:35pm Tuesday night, received call from Sears shipping that the items were being shipped from Dallas (a day and a half drive by truck) but the truck was late. Delivery would be Wednesday morning. No time offered.
Wednesday morning, 10:00am, three days off work, I called shipping to attempt to find out when my $2012.49 washer and dryer were to be delivered. Was told that items were still at manufacturer, but delivery would be made on Thursday. No time offered.
I then called Sears product information and was told the items were available for next day delivery. I then attempted to contact the store General Manager three times in succession, one hour apart, told each time she was in a meeting.
I have been getting the proverbial run around for three days. Is this standard practice?
If I sold a box of rocks to someone, and told them that, yes indeed, their box of rocks is sitting out in our warehouse, and it would be delivered to them the next morning, if I had to go out and dig up the rocks to fill the promised order, by god, it would get done. If that box of rocks were not physically sitting out in the warehouse, when asked when they would be delivered, I would find out when it would be BEFORE the customer paid CASH for that box of rocks.
This is the last time I purchase ANYTHING from Sears. I do not have anyone available to be here to receive delivery, so I am forced to take unscheduled days off from my job to be available for them. If no delivery is made by tomorrow, I will be canceling the sale, the card, and they can sue me for the restocking fee of 15% per item. My job is not worth the hassle of waiting for this. Not a dime, will be paid.

Hello,
Please having read all the complaints against SEARS CUSTOMER SERVICE I would have to agree that SEARS has definitly earned their BAD REPUTATION easily.

I am just hoping my Kenmore Coldspot gets repaired. THEIR SALES & WARRANTY GUY WHO TOLD ME HE WORKED FOR A TELEMARKETING TIME SHARE COMPANY
WAS TRULY WORTH HIS WEIGHT IN PURE HOGWASH. He should get a reward for his out and out lying. He was terrible. He would have made a really really good used care sales person. He was ruthless in his steadfast attempt to sell me another MAINTENANCE AGREEMENT PLAN.

PLEASE DO NOT BUY ANY APPLIANCES FROM SEARS-BUYER BEWARE! I spent all that money for a Maintenance Agreement plan & I feel disappointed that they are furthering the recession with their blant disregard for peoples concerns. Like they are laughing at our foolishness in purchasing the products that they are selling. Maybe the appliances are all defective to begin with in the first place like 2nds from the factory. Already, needing better parts. Its like outsourcing-the parts were illfitting-not right, or faulty.

Have a wonderful day at another company far far away from SEARS WHERE AMERICA REFUSES TO SHOP AT SEARS
Blessings,
Margaret Sutter
THE SERVICE DEPARTMENT SHOULD BE CALLED SEARS UNCUSTOMER UNSERVICE DEPARTMENT

We also have the Oasis washer. It worked just great for a few years. It was very quiet and washed the clothes. For the past couple of months, the washer will pause and make a beeping noise...and display F1. I can press the Stop and then the Start and it resumes. But, now it makes a loud sound during the spin cycle like it's about to explode or something.

Does anyone know what the F1 message is supposed to indicate?

Thanks,
[protected]@earthlink.net

To whom it may concern,

My name is Kayla Jenkins. I applied to Sears for a position in Sales. The position that I applied for was partially commison based. Before I completed the application I was asked to pick a date for an interview. Naturallay I'm excited because I've been told that Sears is a great company to work for. However, on August 8th 2010. I was most disappointed not only with the customer service that I was given but with the way that the interview was handled. I arrived twenty minutes early in hopes of showing how much I really wanted this job. I spent ten minutes trying to find the HR office which the employees did a poor job of directing me towards. They stood around and talked while they watched me aimlessly walk around in circles looking for the office. This was even after I had asked for help. I finally found it and was going to ring the door bell on the wall. But, an employee that was passing by said dont bother she was heading in to the office and would let them know that I was there. I stood there another five minutes which made me three minutes late for the interview. I assumed that they were wrapping up a meeting or something and that thats what was keeping them. I waited another five minutes and rang the door bell. They came to the door laughing and joking like i hadnt been standing there. When i got into the office I tried to introduce myself. She made a joke about not knowing how to pronounce my name. its Kay-Lah (kayla) not that hard to pronounce I assure you. When i extended my hand to shake hers she looked me up and down and then took a seat. I handed her my resume, she asked me two questions about what i did for my past employers and then she recieved a text message. She responded. She then goes on to tell me that the position that i had appliued for had already been filled days prior to me coming in to my interview. At this point I was wondering why hadn't I been informed of this? She then tells me that they have an all commision pay position for appliances. I need a job. So i am perfectly fine with this. Before I can reply to her question in regards to what Up the Way Magazine was she starts sending multiple text messages. She then tells me that she is about to get yelled at by her boss because supposidly she missed a conference call that she was suppoused to have participated in at 1 that afternoon. At this point, I feel like this isnt an interview she just needed someone to talk to and thats not why I was there. I was there to inquire about a position that had already been filled. She never made eye contact. She even went further to start checking her emails to see if it was in an old email that she may have missed. Which of course she took the time to find. While shes checking her email she starts talking about the weather. Nothing to do with the job. I felt completely disrespected. And in my opinion I feel that she came off completely inappropriate. I will never EVER apply to Sears again. I will warn my family and friends not to shop at that specific store. Because the way that they behaved, they can spend their money else where and get more respect then that.

My wife and I were victims of the Nashville, TN flood (May 2010) and are in the process of rebuilding our home and our lives. Being a loyal Sears customer, we purchased our new refrigerator, stove, dishwasher, washer machine, and dryer from the local Sears store. All appliances were delivered in good order with the exception of the kitchen stove - it was damaged. The stove was purchased new and one would expect to have it delivered in new condition. The side was damaged on the first stove and the Sears representative wanted to simply provide us with a $50 gift card since the damage was on the side and would not be noticeable. For some folks, this might be ok but for us, we are purchasing a new item and want it to be delivered in new condition. Well, three more stoves were delivered one by one and they were all defective. We canceled the order and went to the store to talk to the store manager. The store manager was very professional but seemed to have little to say over the matter other than called customer service for us and we were given a $75 rebate on a new Kenmore stove that my wife liked. Today, the new (number 5) stove was delivered and guess what - it was also damaged. The Customer Service people do not care that we have been without a kitchen for a number of weeks now and that we have to pay $25 to $30 each day to eat meals outside our home since we do not have a stove to cook them on. Also, neither do they care about the many hours we have wasted waiting for the delivery trucks. Our time is valuable and at this time, we have spent more for meals than the stove cost. There is no customer service at Sears and this company has lost a very loyal customer not only for household items and tools but also for automotive items as well. Over the years, we have purchased EVERY new tire on each of our automobiles from Sears but this experience shows that Sears could care less about us as customers.

I purchased a new heating and cooling unit from Sears approx. three years ago. The subcontractor hired by Sears installed the unit. For whatever reason, it took him all day to do it. Two months ago the unit froze up. This pass weekend my hallway and bathroom floors were drenched with water. After calling Sears, the rep. told me they could not get anyone out to my house until Thursday, 8/5/10. I explained to the rep. that I have water all over my floor now and I need someone NOW! He put me on hold, came back and told me it will be 8/5/10 between 8-12 and it will be a $95 service charge. I asked him, how could Sears charge me for work that was not done properly in the first place. The apparatus that he unit is sitting on should have been replaced, but it was not. Due to the unit leaking, it has casued the wood to rot and the unit is unstable and leaning, it may fall any minute now. The hose that runs to the top out of the roof, was never sealed an I can look right out into the clear blue sky. It has been raining in there for about 3 years. Condensation is everywhere. I had my floor replaced less than a year ago and the area where the water is sitting is ruined in the hallway and bathroom. I truly believe that the technician tood full advantage of me being a womanand not knowing what to look for. I do not expect for you to send the same technician, because he made me feel uneasy and I think something was wrong with him. I have had 2 certified technicians tell me, whoever did this, did a rotten job. I want it done correctly Sears. You have been paid in full. I did expect more from you! Unfortunately, I am unable to attach photos.

Dec 7, 2007 I purchased a Memorex 32" LCD HD television with the extended 3 year warranty . This TV needed repair which I dropped off at the repair center at the Greensburg, Pa store . According to my service agreement I was entitled to a loaner . I went to the electronics department as instructed by the lady who I spoke with on the phone . I was told by a sales associate the they do not do that and referred me to the department manager . He said he would make copies of my agreement and would call the service center for authorization and would call me the next day. Which I never received any phone call from him . I waited the week for the repair. I dropped the TV off on July23, 2010 and was told it would be ready July 31.2010. I received an automated phone call at 8:15 am on July 31 stating that my TV was ready . I went to the pick up area of the Greensburg store and was told that my TV was not there . Your company has lost a long time customer ( since 1982 ) .
I have been working retail for many years .You NEVER LIE to a customer . If I am not able to get my TV back I expect to be reinburst for the one that I dropped off for repair.

We purchased a microwave from sears in 1985. The unit has as not been heating properly. It counts down and stops without completely clearing down to zero. We called for service and someone came out and said he could not find anything wrong with it. It surged the outlet and wiring was replaced. We had to plug it into another outlet it did the same thing. We called Sears they sent someone out. He proceeded to order parts, that they can't find parts all the parts . We have now been waiting over 2 weeks. This microwave is 20 years old. The cost of the parts, according to the receipt totals nearly $500.00. A new microwave only cost a little under $200.00 if we purchased it ourselves. But why should we when we have more than paid for 3 microwave with the extended warranty for all of our Sears appliances. The new management has a really bad rating. We have a master protection agreement [protected]. Eugene Wright.

I called Sears Home Improvement and spoke with Jerry Smith who was very informative, helpful, and nice to schedule an appointment for a roofing estimate. He informed me that their appt. center would contact me with confirmation. I recieved a call from a representative and he explained to me the time I asked for would not be possible because of their scheduled meetings on that particular day. I informed him that Jerry told me it would be possible and I would be missing work on the appointed day in order to schedule 3 estimates from different roofing companies. I was told to hold while he confirmed this with his supervisor and he returned to the phone to tell me yes they could accomodate me. The next day I recieved an e-mail with the wrong date/time on it. I called the appt. center and spoke with another representative that placated me and said my previous appt. was scheduled correctly and "to just disregard the e-mail notice because it is wrong." the day arrived and no show from Sears. I called again and spoke with Samantha and she said they had my appt. listed for another day. I informed her of the above and requested that someone needs to come out today. She said she would talk to a supervisor and call me back and 2 1/2 hours later-- no call. I called back and spoke with Johanna--at this time I expressed that I was mad at the miscommunication and she said that Samantha was not able to get a supervisor to call her back yet and that is why I haven't heard anything and quickly offered me $125.00 off "for my trouble." I informed her that the discount would not be beneficial if I could not get anyone to come out for an estimate and I wanted someone out today. She said that she would have to re-schedule my appt. for another day and I told her to have a supervisor call me back --it's been 2 days now--no one called back. I am giving my business to a professional company that cares about the customer--not Sears. I am very disappointed in the way Sears handled this after years of loyalty to them from myself as well as generations of my family. I am a professional and apply quality assurance to my job--why can they? Lisa Edwards

Sears Blue Crew Service repaired my Kenmore side-by-side refrigerator last week replacing the diffuser/damper which controls the chilled air flow to the refrigerator. The job took less than half an hour, but I was charged $219 for the labor (+ $104 for the part).

The technician explained that he did not calculate the labor charge, it was per the job code he entered for the replacement part. That works out to be a labor rate of over $400 per hour ... or from a different perspective, if the applicable labor rate used was $100 per hour then the job should have taken over 4 hours.

Sears has refused to provide any explanation for the apparently excessive charge. What a ripoff!

My 3 year old Kenmore Elite fridge ($ 2500) stopped working July 11. All my food had spoiled and the ice maker melted all over the floor.
21 phones, 3 technician visits and 3 no show appointments, 1 call to the President of Sears Dene Rogers.
It's day 12 and my fridge still isn't working and I cannot get anyone at Sears to compensate me for my lost food, money or time or fix my fridge.

I'm waiting on a loaner to be delivered tomorrow so they say!

This service is so bad I can't believe it.

Dishwasher quit pumping water. Called for a service tech who came out, poked around in the machine for about 1 minute, and informed me a needed a new machine. Being ignorant, I ordered the machine and the tech left. He never provided a receipt and said one would be emailed to me. I never received anything but was charged 850.00. Shortly after he left my wife was poking around in the machine and noticed a clogged filter. One minute later the machine works perfectly! He never even checked it. I called Sears 888 number and it took five people and two hours to cancel the order for the new machine. They still cannot provide a receipt. They are refusing to refund the 120.00 repair fee even though they admit the tech lied to me and never did what he was supposed to. They admit the problem but told me that company policy is to not refund the repair amount. Unbelievable. Tech never checks anything, scams me into buying a new machine, never provides any paperwork whatsoever, and they still have the gall to charge me for the call. I'm calling M.C. to file a complaint and prevent the charge.

On July 14, I purchased a Whirlpool refrigerator and Whirlpool gas range along with a gas range connector from Sears Online. This order was supposed to be delivered on July 20. On July 19, I called Sears Delivery to confirm delivery time. They could not locate my order, so transferred me to another department, which could not offer me any assistance either. I went online and started a live chat with a CSR who was at least able to find my order but informed me that delivery would not be until July 23. FINE. The evening of July 20, I get a call from the Sears delivery person because I am not at the delivery address. OMG! I tell the gentleman everything that had taken place, he tells me that the scheduled delivery date has always been July 20! and that he would still deliver it that evening if I wanted. I told him no, we would just leave it for July 23... which HE can't do because it has to go through Sears scheduling. I informed him that it HAD gone through them as they were the ones who told me it would be July 23. He then asks me if I wanted him to connect the range. Yes, I would please. Well then ma'am you need to purchase a gas range connector. WHAT? I have purchased this item, I have it on my receipt. But he does not. So I need to call Sears Delivery Department to schedule delivery for July 23 and ask about the connector. SO... I call Sears on July 21 and wouldn't you know it... once again they cannot find the order. After two hours and at least five transfers to and from various departments I find someone who CAN locate the order and sees that I did indeed purchase said connector and will call the department I was transferred from. She comes back to me after about four minutes and says they told her the same thing and she has to go to her supervisor. I wait for another five minutes and... GET HUNG UP ON. What the hell! Now I get to go through the whole process all over again, and naturally the first person to answer the call... CANNOT FIND MY ORDER. It appears that everyone working at Sears has their heads up their ###. No one knows what the heck the other is doing. And unfortunately the customer is the one who suffers. This is the absolute worst experience I have ever had. I would not recommend Sears for ANY online purchase. In fact. I WILL suggest to everyone via Facebook and Myspace that they STAY AWAY from Sears online. I have never been more frustrated in my life. And at the time of this letter... NOTHING has been resolved. I had planned to purchase a washer and dryer through Sears, I know better now.