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2.3 2932 Reviews

Sears Complaints Summary

944 Resolved
1987 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.
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Sears reviews & complaints 2932

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8:58 am EST
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Sears repair overcharge

On 10 December, Sears serviced our washing machine. After paying $70.86 for a new pump, we were charged another $141.00 (+ $11.63 tax) for labor. This labor took 20 minutes to perform, which means that you are charging us $423 per hour! You sent out a technician; not a lawyer! This is OUTRAGEOUS!

If you reduce the labor from $141.00 to $41.00, you will still be charging us $123.00 per hour for labor, which should be more than enough! I have already heard the excuse that you don�t charge by the hour; I don�t care, you charged us $141.00 for 1/3 of an hour�s work, so that is $423 per hour!

I have phoned your company several times to complain, and ask for an adjustment of at least $100 on this $223.49 bill, but all I get is attitude from your telephone reps; they say that they can not make adjustments to this bill.

The matter is very simple, at this point; either you reduce this bill to a reasonable amount, or I will no longer do any business with your company, and I will make it my mission in life to tell everyone I know about your outrageous billing practices.

Do you think that customer service like this may be part of the reason that your stock has been down as much as 86% from its high, while Walmart has only been down 26%? All of the hype that I heard about what a great manager you are is obviously a load of crap! It is my fondest hope that SHLD goes bankrupt and that you are ousted as Chairman!

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CommonSense
, US
Feb 19, 2009 9:32 am EST

Sears along with the majority of other companies, charges "book time" for labor. The manufacturer tells them how long a repair should take and how much to charge for it.
If "book time" on a job is 1 hour and the rate is $100/hr, and the technician completes it in 30 minutes, you'd be charged $100 and the company comes out ahead.

If on the other hand, it takes the technician 2 hours to complete the same job, you're still charged $100 and the company "loses".

You could have replaced the pump yourself.
If you don't know how OR don't "have the time" or otherwise just didn't want to bother, than the technician's time and expertise were worth it.

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8:20 am EST
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Sears Bad service

Received a pair of Ked shoes for Xmas. Not what I wanted. Went to Sears to change to a different shoe. This Ked was selling for $45 on the shelf. They wanted to give me $9 and resell them for $45 because I didn't get a receipt with the gift. Not only would they be making $36 off my daughter who bought them for me, but $36 from me to buy another pair--even the same shoe but different model. This is an unfair business practice as well as totally unacceptable. What kind of integrety does this store have? I even spoke with the manager. So wrong!

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Valerie
Valerie
, US
Jul 23, 2008 5:18 am EDT

In a condensed version:

-Received a gas grill for Christmas; due to family illnesses and bad weather did not open box until April

-Open box, 2 pieces damaged. Call the '1-800' number, wait 30 mins only to find out I had to register this product online (nowhere is this mentioned in the manual)

-Call the 800 # back, order parts, wait a week

-Parts come in, start re-assembly, pull out another part, find damage.

-Call same #, only to find out I now have to contact Sears Parts & Service

-Call new #, order part, wait a week

-Part comes in, base assembled

-Attempt to place cooktop on base & that's damaged

-Call 800# again, they won't let me return it, (past 90 days) even though it's brand new, never been used.

-Schedule service call, wait 2 weeks

-Service man shows up yesterday, looks at grill and determines that 2 new pieces will have to be ordered

-Parts will come in within the week, but the repairman will be on vacation and will not get back here by 6/20 at the earliest.

-Numerous phone calls w/o help

-I've got a $400 unassembled gas grill in a box and they won't let me return this for the exact same model.

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4:04 pm EST
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Sears delivery of goods

I purchased a Washer/Dryer combo for a great price on 11/28/08. It was purchased at a doorbuster sale for Black Friday. As of now 2/18/09 I still have not had my washer and dryer delivered as they keep rescheduling delivery due to overselling the product. I thought products were delivered on a first-come first-serve basis but not with Sears. No information was given at the time of purchase that I would need to wait three months for delivery. The new delivery date is 3/7/09. Sears customer service is non-existent. I am currently on hold with Sears. I urge consumers to steer clear of Sears and their advertised "door-buster" sales.

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Dave N.
Riverside, US
Sep 23, 2009 4:18 pm EDT

I bought a radial arm saw from Sears last year. I never got to use it because it was defective. The Sears repairman declared it defective. A Sears truck came out and got the saw and took it back. Getting my money refunded was impossible. I was on the phone with them literally for hours. I honestly believe this was a plan by Sears to discourage people so much they would just "go away." I finally resorted to getting a Sears credit card and buying products equal to the cost of the saw. Then I put the balance in dispute until Sears paid me what they owed me. Citibank handles Sears credit cards. Once they got involved I finally got my money back, but only after buying almost a thousand dollars more of their products! Sears products are usually good but their customer service borders on criminal. It is truly a nightmare. I was a good customer for over 30 years and they could care less.

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Samdra
Edmonton, CA
Sep 02, 2009 9:17 pm EDT
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was stalked by Sears; mystery phone calls; also ordered via catalogue and they then cancelled order arbitrarily; thought this was connected to someone who worked there but was stalked eg. mind reading after thinking I needed an item...no more privacy I guess.

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Jon Williamson
Livonia, US
Apr 24, 2009 9:14 am EDT

Same Story...Purchased on Black Friday '08...Originally Scheduled for 2/4/09 delivery...tried to buy me off with some lame Sears Laundry detergent coupon or 10% off of matching pedestal set..only if it was in stock HA!...Luckily my Washer and Dryer, even tho on their last legs are still working...otherwise I'd be sunk...but alas...the last dozen or so times I've been in a Sears store, it's been a ghost town...but we'll probably bail them out too...imcompetent B-tards.
Yup...Sears sucks!

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Marg
Monticello, US
Mar 05, 2009 9:23 am EST

Same story here as well. Was told Tuesday of a Delv date of 3-5-09 did not receive the phone call last nght for for delv timewindow so I contacted Sears this am. I have been told the delv date will be 3-19-09 instead (no phone call to inform us). I just looked on Lowes website and found they do not carry Kenmore appliances. I'm interested in the comment that Lowes matched the price. Has anyone tried to contact Lowes and had any luck? This is by far the worst customer service and wait I have ever had to deal with in my life!

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CT consumer
Windsor, US
Mar 02, 2009 4:23 pm EST

Same story, bought Black Friday, they charged my credit card immediately, they never call me, I always have to call them, original delivey date was 01/15/09 not delivered, no call or email, called back first told order was cancelled, then told delivery by 03/1/09 now the tell me April some time, and the only thing I can do is wait or cancel. I wonder if anyone has gotten delivery yet.

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Jen
Marshfield, US
Feb 27, 2009 8:20 pm EST

I bought the same set and my delivery date on my receipt was January 19. I called a few days before to see if they were due to come in on time and they told me if the date on the receipt said the 19th, they would be here then. I called on the 19th and found out their truck didn't come til the next day. Called the next day and they couldn't tell me why they didn't come in. I called several days in a row and finally they said my order had fallen out of the system? Said they would have to order it again and it would be April before I would get the set. I told them I should get mine before the ones that were due in in February but they said they couldn't take them from those people. (nevermind the fact that I ordered mine first and had a paid receipt to show!) I was very persistant and ended up getting the blue set for $150 more. Lowes priced matched the set and from what I've been told, they didn't have the problems Sears had delivering theirs. We have purchased alot from Sears, but this experience has changed my opinion of them.

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Tusher
Du;luth, US
Feb 20, 2009 10:34 am EST

I also bought te washer/dryer and i'm having the same problem. I feel that if they know they are going to have a sale on an item they should be prepared for the response. I have been told my set would be delivered on March 3rd 2009. If I wanted to wait until march...I would have ordered them in march. With a family of seven the costs of going to the laundry matt is starting to eat into my food budget.

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kathie butina
Warren, US
Feb 18, 2009 12:58 pm EST

I too bought the same washer and dryer, and have the same problem! I have sent dozens of e-mails and made dozens of telephone calls. No one has an answer and everyone keeps giving me the run-around! I was told by one employee that they could be back ordered as late as April 2, 2009!

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4:32 pm EST
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Sears not clearing up equifax

Ok I have been trying to get my equifax and sears crap cleared up with my visa I had back in 2002. It shows on my equifax I still owe 1430.00 however I declared bankruptcy in 2002, was discharged in 2003 and the sears gave me a r9 which is the worst mark for credit, I have called several times and never get anyone who speaks just plain old english! I have emailed I have phoned over and over and nothing is getting done!
Then they called my house 1 time but at 530 in the damn morning! Never returned my call.
I want this cleared up nowand it aint happening and I am getting very mad!
Lisa tosoff

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5:39 pm EST
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Sears - broken frame on $2500 leather sofa

I bought a Natuzzi® 'Catania II' Sofa just over 2 years ago in Toronto, Ontario. To our surprise, one side of the sofa recently fell in (down). To our even greater surprise, when the sofa was turned over to see what damage was done and what could be done to repair it, underneath the backing was not "engineered frames' made from european hardwoods" as Sear...

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4:28 pm EST
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Sears Sears-Kenmore Laundry Washers Suck! || Risking Life, Limb and Serious Property Damage

Sears-Kenmore Laundry Washers Suck! || Risking Life, Limb and Serious Property Damage

http://searskenmoresucks.com.sapo.pt/

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10:54 am EST
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Sears age discrimination

Last week at the Visalia, Ca. Sears, a much-liked manager named Shelley Jackson was fired for a contrived reason (they told her they were eliminating her position entirely); the real reason that she was let go is because she looks too old. Sears has an ongoing problem with age discrimination, and the Visalia Sears is a classic example of this.

Shelley was replaced with a 27-year-old who is in way over her head. She's a nice person, but she is not ready for a position that is as wide-ranging as the one that Shelley handled so well.

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chocolateluva
none, US
Feb 15, 2011 10:38 pm EST

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10:08 am EST
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Sears repair & service & rip off!

Run for the hills before you purchase a maintenance agreement with sears!

Contacted sears and purchased offered maintenance agreement on my maytag dryer.

Requested service 2/05/09 serviceman arrived promptly a day later with no parts for my dryer on truck. Evaluated the dryer and was told that I needed a moteor but did not have any (Or ever did) on truck. This was after I gave to model, serial number to service & told them it was already looked at & needed to orer part (Duh!) told they would order the parts and schedule return date but over a week later.

Now the technician proceeds to tell me he doesn't carry any of those parts on the truck & I would need to take off another day of work & wait the 1-2 weeks to have it repaired! Then of course I have to listen about his "knowing it all" about what he does, & I could call & cancel if I wnted to. That plus a whole lot more of policy, etc... Failing to tell me I still have to wait a day to cancel! Noiw I get on the phone to 4 different people & yes have to tell my story 4 different times (So who is really mad now!) & get no better service than I am an executive, call another number to file a complaint, the part takes weeks to get in (No stock on hand?) we did the best we can do! Our technicians can't carry all on truck? Well, wasn't the tech told it needed a new motor, given serial & model numbers & oh yeah! This dryer has been worked on before, didin't they have record (Was told info was misplaced (Yeah right!) I think it is a scam! The original call that was made was by a service to do nothing more than sell you a service contract not not not contected to sears at all! The technician was ill prepared, arrogant, quasi knowledgeable & rude! Do not gt scammed & call your local appliance repairman, they can give you the best service of all! I do have 6 other appliances that was bought trough sears & repaired for 10 years (Up till now) guess who just lost a lot of business! No wonder they are going broke!

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1:33 pm EST
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Sears lack of service, attempt to overcharge

We purchased an expensive treadmill from Sears some years ago. Approximately one year ago it failed and we called for service. The service man came out and repaired the machine, which we paid for. The machine failed again and we called for service. Another service man arrived, walked in the door and within five minutes looked in his service computer and announced "there are no parts available, I cannot repair this." We were expected to pay $109 for this service call in which no service whatsoever was rendered. We do not intend to pay for this and will never buy another product from Sears. If something is purchased from Sears, serviced by Sears, then they should know before they dispatch someone whether they can service it or not without expecting the consumer to pay for a useless service call.

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Update by Tony Soans
Mar 30, 2009 6:04 pm EDT

Brian,

Thank you for notifying me that Sears has done the right thing and credited the outstanding balance for the non-service provided.

Tony Soans

Update by Tony Soans
Mar 27, 2009 2:13 pm EDT

Dear Brian,

We have spoken about this case and you have informed me that the account has been turned over to Collection. Is Sears insane? I owe Sears nothing and will pay nothing.

Sears has shown that they really do not care. First they provided no service, then they sent no bill just a letter from an "Audit Department." I responded with a letter which they totally ignored and just turned the account over to Collection.

You did offer to reimburse me if I will pay the bill. No Way! If I receive a bill I will forward it to you to deal with. Sears has so totally screwed up their relationship with me that I am now lost as a customer. Good luck in your quest to sort things out, I think the deck is stacked against you. Sears Sucks, good company gone bad. Do you really expect a customer to pay for something that they don't owe just to clean up the books that are wrong to begin with? Go find whoever ignored my letter and feed it to them for lunch because that cost Sears a customer and may eventually cost you all your jobs.

Thank you,

Tony Soans

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Sears is the worst
Dayton, US
Apr 05, 2012 9:00 am EDT
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I purchased an expensive PROFORM treadmill from Sears in 2007. Your service man arrived, walked in the door and within five minutes looked in his service computer and announced "your treadmill is a boat anchor." I am expected to pay $109 for this service call in which no service whatsoever was rendered. My appointment was supposed to be Saturday 3/31/12. No one showed up. I called and they said someone would be out on Thursday 3/5/12. They said someone would call BEFORE they came to my house. I was at work, and could not get home. I missed the call, but the guy came out anyway, leaving a message saying "he was at the house".
A friend happened to be at my house at the time, they called me at work. The VERY RUDE Sears repair man said my treadmill was a boat anchor and would be $600 to fix. He Demanded his money for coming out and said "he can't leave till he gets it"! I told him that I am at work and can't leave, HE THEN SAID HE WILL COME TO MY WORK TO COLLECT THE MONEY. I don't appreciate someone coming to my house like that and I feel this is VERY POOR SERVICE!
I AM VERY UPSET ABOUT THIS SITUATION!
I fully expected this "repair" to be fixed. Not your service person telling me after 5 min.s being there that my Proform treadmill that I bought from Sears is junk.. and possibly don't know how to deal with it.
Sears was our go-to on appliances. No more I will never purchase anything from your store and I will NEVER use your service again! I am VERY UPSET ABOUT THIS!

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1:28 pm EST
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Sears Dept of energy agreement does not compensate me properly

The us department of energy reached an agreement with lg electronicis in reference to sears trio & elite french door refrigerator / freezers with through the door ice / water, with model numbers starting with 795, manufactured by lg.
The above described units have lost their energy star rating, are not energy efficient, and if you 'google' doe agreement lg refrigerator energy, you will find that; lg manufactured the sears french door refrigerator / freezer, and that lg knew of the us dept. Of energy's procedures for confirming claims made by the manufacturer (Lg) in order to obtain the energy star rating (This is also the monetary amounts shown on the yellow tag that advise you as the amount of money this unit should cost to operate for one year) , and with that knowledge, lg maliciously and intentionally inserted a circuit board, that would recognize the fact that doe testing was occuring, and would shut down certain operations of the product, so that a false reading would show the utilization of less electricity than the unit would really utilize in your home or during testing.
Lg being aware that the seal on the doors are not keeping in the cold, and the front doors are insulated improperly, especially in the area of the ice maker (This is why if you touch the font doors, they are cold, the sides are not) , hence, a refrigerator that is statically giving off too much cold air, and not keeping the cold inside the refrigerator, and doubling the cost of the operation of the unit.
Lg knowing all of this, placed in the circuit board, an ap that when certain criteria was met (As in testing, and during your your personal use, etc.) the unit would shut down the operation of the refrigerator / freezer, thus falsely reporting a lower energy useage. The ap shuts down the part of the unit that keeps the humidiy low (Frost free) in the refrigerator and freezer, thus when a certain ambient temperture in a certain area of the refrigerator / freezer unit is reached, the unit shuts down, resulting in food & drink in the refrigerator being covered in condensation, uneven cooling, foods not being kept at 40 degrees or less (As required when refrigeration is required of a food) , and now the need of your residence's hvac system to compensate for the energy loss from the refrigerator into your kitchen, etc.
This now explains why i must set the thermostat temps far below 40 degrees in the refrigerator and far below zero in the freezer, to keep food cold and or frozen. It explains why the inside of my refrigerator is always full of condensation, and different areas are different temperatures.
Lg agreed with doe that they are willling to send a tech out to replace the circuit board, so that your energy consumption doubles, while it is alledged that inside the refrigerator and freezer the humidity will be kept low and free of frost, while not fixing the front doors problem.
Lg is will to send the consumer 7 - 30 dollars, per year, for a period up to 14 years as compensation for additional energy uesage of the unit.
Why has no one sued sears & lg yet? This would be a class, and the circuit board, already caught by doe, which lg has admitted to fraudulently placing in the unit, is evidence against lg, proving intentional fraud. The amount to make me whole again is much more than $4 a year.
Sears has made no attempt to contact me in this matter. Calls to sears are fruitless, as they claim to not know anything about this matter. Calls to lg result in being told that since i didn't send my registration card in, they could not find me to notify me, even though i paid for it through my sears account.

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Professor Wizard
, US
Nov 21, 2017 3:55 pm EST

It is 2017, and things have not improved with these units it would seem. I purchased a new 74025 from the Sears Store in October of this year... (yes, 2 months now) Right out of the box, it never felt cold to me, so I put an HVAC Thermometer in to track real temps... I I find it only go to 37 on the low swing, and averages 40/41 with 42 on the high swing, with the temp setting on the panel set to 34. (if you set it higher, the fridge gets warmer). Sears sent techs out 4 times and each time they state the fridge works fine because it will cool to 37, (they even questioned me as to why I wanted it to cool to 34) I bought this fridge to replace my 13 year old Frigidaire that maintained 34 degrees with a 1 degree flux with no problems, but my wife liked these french door units and wanted an upgrade... I picked this one because the display indicated that you could set the fridge to 33 if you wanted... and I assumed - like my old fridge did - the display would show the current temp... When in actuality, it does not show current temp, and now I learn the temp you set it too, is irrelevant to the actual temp, according to Sears. (( I accuse LG of disabling these digital displays from showing current temp to avoid service calls.)) One tech told me standards say 5 degree irreverence is OK... WHAT? So, Since the techs say the fridge is OK, even though it will not go to the settings you set it to, and actually averages at 40 when the national average is supposed to be 37. Sears is washing its hands of me, telling me to call them when it finally just quits.
I have bought Sears Appliances for over 40 years... This is my last! With more people like me, I now see why Sears is going under! Bye bye Sears... you will soon be nothing more then a Wiki post gone the way of Famous Barr.

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WACLino
, US
Oct 03, 2016 7:17 pm EDT
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We have a 2012 Kenmore Elite 795.72052 that has been nothing less than a lemon. We have had service multiple times a year since 2012.
We have had a fan/heater installed 2 different circuit boards and on and on..
The service people we have had are absolutely fantastic and they are as frustrated as it is Sears/LG that is the problem.
Yes, we are complaining!

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aeman
, US
Jun 19, 2016 9:21 am EDT

Kenmore Elite model 7205. Purchased 12-13. Compressor failed and was replaced under warranty 11-15, again 12-15, again 4-16 and now once again 6-16. We're done with this refrigerator. Each time it goes out, it is two weeks to have service come out, order the replacement compressor and then return again to install. Sears seems to be willing to repeat this repair for up to the ten year warranty on the compressor versus work with us to replace the obviously defective refrigerator. By my math with 7.5 years to go at an average of 3 replacement compressors per year, and the 4 already replaced, that works out to about 26 compressor replacements. What's the definition of insanity? Keep doing the same thing over and over and expecting a different outcome? C'mon Sears. Be the company you were once and step up and do the right thing!

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Lori K McIntyre
, US
Apr 20, 2016 1:28 pm EDT

We bought the Kenmore Elite at clearance for about 1/2 the original price and were VERY satisfied. We had NO issues with this item and then the honeymoon ended! I noticed the vegetables in the vegetable drawer were becoming frozen as stated in previous posts. Tried to fix by raising temp a degree on fridge. This helped some. We go out of town for a couple/few days and come home to the fridge off! It had gone off not too long after we left house! I pushed the freezer button and that turned the unit on again. Maybe we had a power outage or a surge. Didn't think anything of it until it happened again! To make this short and sour, technician has been out to our house 3 times (2ce for that and once for motherboard burning up) and is due out again today for possibly same mb issue.
DO NOT purchase this item! I am VERY disappointed as I REALLY liked this refrigerator!

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Jdnoh
, US
Jan 28, 2016 7:45 pm EST
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Well my refrigerator doesn't have condensation in it buy the technician has been out 10 times now, 3 compressorso 3 evaporators still not fixed, not buying sears anymore. They used to be great, now it's obvious that they could care less about customer service. Never had an issue with the ice maker or doors ( must have got one that was built in the middle of the week). If they don't fixed it might be willing to part out. Hahaha. I went an bought another refrigerator couldn't wait any longer.

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cyost
, US
Jan 28, 2016 1:16 pm EST
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I think I have most of the same issues with my Kenmore Elite 795.7205. It has the Er 1F. Ice maker currently not working and I am not going to fix it until I understand the bigger issue. I have replace the mother board, the evaporator fan motor, a defrost sensor and now they have ordered a new defrost heater. I too had my floor ruined as the line leaked water all over my floor at installation. I was successful in filing a claim for my floor but have paid out almost $1400 for sequential repairs over the past year and a half. The tech indicates the LG support line simply reviews the schematics and suggests the part needed. It has been a real guessing game. There is definitely an engineer defect most likely due to sneaky measures to obtain energy star rating. You can email me if we need to join in to fight this. yost2@hotmail.com I will try first with Sears for due diligence and give them the opportunity to fix the problem and then class action and my media connections if all else fails. I am have been forever haunted by this frig for the last year and have used my old GE in the garage that was worked faithfully for over 15 years. It is a sad state of affairs when manufacturers are allowed to over design with bells and whistles yet and under deliver as their engineering and integrity stinks!

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Mags59
, US
Jul 20, 2017 9:38 am EDT
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Replying to comment of cyost

Did you ever get a satisfactory result . I'm having so many of the same issues as almost everyone on this board? Wondering how best to proceed. Thx

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Jdnoh
, US
Nov 02, 2015 8:46 am EST
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Supposed to be getting my refrigerator fixed today but the part never showed up so the technician won't be coming out have never had any problems with Kenmore before but I guess they don't make them like they used to so this is my last 10 more I'm never buying

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ClaraD
, US
Oct 08, 2015 4:05 am EDT

I bought the Kenmore Elite French Door Refrigerator in 2013. 8 months later water poured out of the ice/water dispenser onto our hardwood floor late at night. needless to say, it ruined the floor. We started having problems with the ice-maker - ice jamming, ice maker not producing ice, water pouring out of the ice-maker into the freezer. Called Sears repair at the 13 month point (Just past the 1 year Warranty). The guys who came to repair did a quick fix that lasted a week. We called them out again within the month - again a quick fix that did not last a month. We decided to call for repair each and every time the ice-maker would fail again since they are required to fix the problem without additional charge to us ( we paid for the first visit but not for the 4 more visits within a 4 month period). The final "quick fix" was to tape a wedge to the top of the ice-box so that it will engage the door switches on top inside freezer. it worked for months but just stopped again 2 weeks ago. A 2nd problem developed at the same time the ice-maker failed - CONDENSATION INSIDE THE REFRIGERATOR. 1 of the repair-men took the back inside panel out and there was mold covering the fan. He ordered a new Fan and new insulation for the back panel as it was also covered in mold. Fast Forward 6 months and mold is developing again. I am presently looking for a new Refrigerator as this one is now a health hazard. I kept the fan and the insulation that was pulled out as evidence if and when the long overdue class action lawsuit develops. I was loyal to Sears because I worked at Sears back in the day when their motto was "Satisfaction Guaranteed or your money back" - That was a long time ago. So Disappointed in SEARS and whoever is responsible for producing this refrigerator. A few companies come up when you google manufacturers of this product.

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chpdge
, US
Sep 29, 2015 7:30 pm EDT
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i also have a kenmore elite refrigerator that condensates on the freezer door and the ice maker has been frozen up for 6 months, the seals around the refrigerator door do not seal well at all, we bought this in 2013 . the sears repair man gave us a quote of 2300.00 dollars to replace the door because of the insulation problem. this has to get resolved

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Scot R
, US
Sep 25, 2015 11:28 pm EDT
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5-year old Kenmore Elite refrigerator and it is done. Tec says there is a refrigerant leak and he has never seen one that is repairable. he did tell us we were lucky to have had it for 5 years. He sees this issue as early as 6 months. the extended warranty offers $500.00. What is that going to do. We are done with Sears. the service is horrendous. We have two more weeks to wait before we find out if it can be repaired. What's up with that? thank God we have the old fridge in the garage.

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Sears no refund on washing machine part that did not work

Our washing machine stopped working two weeks before Christmas of last year. I called Sears and scheduled an appointment for repairs. After waiting an additional two weeks, the technician stated that the problem was the water pump. He then installed the water pump and he was making sure that the pump would work. The machine did nothing. He then said it was the transmission and said it would be in excess of $500 to repair. I stated that I could get a new machine for that price. I asked him to remove the pump so that I would not be charged. He stated he could not do that. I called the home repair number back and reported the useless pump and a need for a refund. After three weeks, I finally received a phone call from Sears saying they would not give me a refund. Talk about cheated!

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Sears service not done according to what I paid for

I had an oil change done at Sears automotive n 12/27/08 and part of the oil change service is to have the oil replaced, filter replaced and a 24 point inspection where the customer is notified if there is some sludge build up. Well, I did have some sludge build up and apparently that is the reason why my vehicle broke down n 1/18/09 after 14oo miles because sears and their insurance (which by the way will never call you back no matter how many times you try to get a hold of them) say my oild was burning. I have my car a 2004 Toyota Matrix at a nearby Toyota dealership and the mechanics there tell me that I should have been notified about the sludge that who ever changed my oil should have notified me per the service that they are supposed to provide. I have tried calling several managers and have asked to speak to someone in corporate yet Im given the runaround and do not get any call backs. I just sent an email to KGO channel 7 on your side and am waiting to get a response to them because I will go public with this. I need to have Sears reimburse me for some of the damages because they did not provide the service that I paid for. It is very apparent that my vehicle was not given a 24 point inspection. I need to speak to someone in coporate and am tired of getting the runaround. - Hugo Barrientos

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stuffwearsout
Nashville, US
Dec 29, 2011 9:12 pm EST

how ironic... you have your oil changed and 1400 miles later your car breaks down. And you think that its their fault becuase they didn't take your engine apart to look for sludge? Wow... you want your oil change done in 10 minutes but you also want your engine taken apart so they can tell you if there is sludge impossible. An oil change includes removing the drain plug, so that the oil may drain, removing the filter, replacing the drain plug, installing a new filter, installing new motor oil, check all fluids, and topping off windshield washer fluid. The only way to find this mysterious sludge you speak of is to remove the valve cover...which Im sure you didn't pay for. Get over it. You have an old worn out car. Just go buy a new one.

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ngiddy
Ocean Shores, US
Jun 13, 2009 3:45 am EDT

I agree with the other person posting a comment. There is no way to tell if there is an extensive amount of sludge build up by just removing the drain plug and oil filter. They can check and see if your coolant is holding it's properties, and make sure your transmission fluid isn't contaminated, but you cannot expect them to take apart your engine to determine that there is sludge buildup. And even if there is sludge build up it is most likely your fault for not maintaining your vehicle properly.

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ex-mech-manager
Omaha, US
Feb 09, 2009 1:29 pm EST

I was in the Automotive Service Management field for over 14 years and chose to no longer be in the business due to customers like you. Sears should not be responsible in anyway for your vehicle. 1400 miles AFTER they change the oil, your car breaks down? Give me a break. Very rarley can it be determined that you have "oil sludge" when the tech removes your drain plug and oil filter when performing an oil change. It would take the removal of several components of your engine to determine this. Generally speaking, oil sludge is caused by a couple of things, the most common is neglect, i.e; infrequent oil changes. It sounds to me as if you are the one who is scamming Sears.

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Sears refrigerator

We brought the kenmore elite trio in may 2017. The first week after we plugged it in the ice maker had to be serviced. The latest problem is, that my children went in to get something to eat before school and every thing in the refrigerator was hot. The lights were melting out of the top of the refrigerator. All of my food was spoiled. It was so hot in that unit that i feel like if we would not have opened the unit that it could have caught my house on fire. I had to quickly disconnect the lights and pull the harnest out. Sears gave me the run around about this . Sears told me if I have not had four complaints about this problem in the past year, there is nothing they could . They wanted to put a new bulb and cover in the unit to cover up where it had been burnt by the lights.. That was there Answer to my problem ... ha ha ha on sears...Now after serious conversations they will replace the refrigerator.. With my choice of replacement.. Thank god for the extra warranty that was brought...

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billsw
Oak Harbor, US
Mar 31, 2013 7:18 pm EDT
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As with many of the other responses I opened my Kenmore Elite refrigerator this morning to discover the interior was warm and the sockets around the lights were burned brown. In addition the mounting brackets for the light assembly had apparently melted and the entire assembly was loose. I have had my refrigerator since 2017 so longer than most, but this has happened at least once before and i assumed I must have left the doors open by mistake. This time I know the doors were closed and I had no open door alarm. Apparently Sears has no intention of fixing the problem so I'll probably just buy another refrigerator. You can rest assured it will not be a Kenmore.

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Jack Wann
Alamo, US
Jul 21, 2009 7:26 pm EDT
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I have been a long time Sears client, but no more.
6 years ago I remodeled my house and bought several Sears products, Frig., counter top stove, oven, dishwasher, etc. On 7/09 my stove top controls shorted out and caught fire. I called the Sears 800 service and repair number. After spending most of the day trying to talk to someone I fianally got an appointment set up for saturday 7/11 between 12:00 and 5:00pm. At 5:35pm the service guy calls me and tells me he's not going to make it and that I would have to reschedule (this was after repeated calls trying to find out where he was).
I must ad this was the last day of my grandkids visit who were from out of state and we would have more rather spent the day doing something then wait for a repairman that did'nt show. On Monday 7/13 I called to complain with a manager at the 800 service and repair center, they set up an appointment that following Wednesday. The repairmen came out and identified that the electrical harness had shortened out. He than ordered a new one. Today 7/21 another serviceman came to install the new electrical harness and he found that the last serviceman had ordered the wrong one. It is now 12 days with out a cook top and no end in sight. The current repairman says if the part is in in time he will come out on Saturday 7/25 and istall it. My wife has a baby shower scheduled for our daughter this Saturday and it looks like she will have to rent something cook on or cancel this event thats been planned for some time. What a horible experience, I know that Sears have had problems and have come close to goinng out of business, with service like this I can understand. I am so upset that I plan to post this on as many web sites as I can. Bottom line I'm sure that at one time Sears would have recociled this situation but I doubt this is ever read. "BestBuy here I come"

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Sears - product does not work & sears refuses to do anything about it!

I bought the above mentioned item and have never used it. It is a portable power source (Charger) which is to be kept in a 'charged state' to be used in case of emergency. The problem is that the unit does not hold a charge, thereby rendering it a$100.00 door stop. I have shopped at sears for decades and always bought with the confidence that they would...

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Sears repair service /customer service

Run for the hills before you purchase a maintenance agreement with sears!

Contacted sears and purchased offered maintenance agreement on my bosch dishwasher.

Requested service in november (Two weeks prior to thanksgiving) serviceman arrived promptly a week later. Evaluated the dishwasher and was told that I needed two parts, control module and pump. Told they would order the parts and schedule return date.

Over a week later, parts did not arrive. To sears credit, I did receive multiple calls asking if my parts had arrived. Consistently, my answer was no. At approximately two weeks, I received another call asking if my parts arrived. Again, my answer was no. I was then told that their records reflect that the parts were delivered. I walked around my home to each entrance and was told that I did not have the parts. I was transferred to the indian parts department. There I was told that they would no longer ship parts to me due to it being a potential liability as the parts are expensive. I asked if they could have been delivered to the wrong address. I was told it stated that the items were placed in my garage. Again, I told them I have no parts. I reminded them that for them to ship such "expensive" parts without requiring a signature was their discretion not mine and I politely requested them to reship the parts and require my signature. I was on hold for almost and hour and a half! After being transferred many times, I was told that the parts department would have to file a track package request with ups and will get back with me. Ugh

Weeks passed and I received no parts and began to call.in december, my neighbor returned from an extended winter vacation and walked over to my home with... My dishwasher parts which he stated were in his garage! I immediately called sears, requested the parts department (No one available as it was late). I then called ups. I was told that no trace had ever been placed on my packages! I called sears the next business day and told them the packages had been delivered to my neighbor's home instead of mine. They told me someone would call to schedule service.

In the interim, a duplicate set of parts was delivered (Without signature confirmation mind you). I january, I received a call that a service man would be at my home to install the parts on january 15th. He installed the parts and my dishwasher continued to not function properly. He then informed me (An epiphany occurred from 10 feet away) that my main motor was leaking and I needed a wiring harness at the cost of almost 400 dollars out of my pocket. I text messaged my husband who called customer service. During that time, I disputed the motor leak and asked if the bit of water could have come from him draining the dishwasher. He stated no. I told him I wanted the 500 dollar voucher and would not pay for any additional repair. The tech manager then called the serviceman while he was in my kitchen. The tech manager told the tech to go ahead and order the parts and that the repair would be comp'd. The tech apologized for the confusion and told me he was ordering the parts and would return on january 22nd. Awesome, I thought.

I received my two additional parts on january 21. I received the automated call confirming receipt of the parts and relayed that my window for my repair was...8am-5pm! I took the next day off and waited. I waited until 10 minutes to 5 and still had not heard from the serviceman. I called into sears service and was told that he was at another location and he would be at my home next. I informed them that when was I going to be contacted about this? I had waited all day. The indian gentleman who while was trying to be polite but spoke very poor english, told me he would page the technician and have him call me as to an approximate time.

At 5:50 I received a call from my service man which began "mrs. Bush, I have bad news"... He then informed me that the couldn't come to my residence without my paying $385 for the repair as his manager forgot to comp the repair in the system. And the manager was on vacation for a week. He told me that he told the duty manager that the repair was supposed to be comp'd but that they would have to wait until next week until the manager returned. I was beginning to feel as if this was a scam to prey on desperate consumers who just want their crap fixed!

After 2 hours on the phone that evening, I was told the tech would be out the next day and I was a priority. I took another day off and after 12 noon, my serviceman called again and said. My company has decided we are going to give you the voucher towards a new dishwasher and not repair it. I was stunned. I reminded him that the parts were on my counter and that I was told the repair would be comp'd! He said there was nothing he could do. Again, I began calling. After more hours on the phone, I was upset to learn that this company who is contracted by sears, and represents sears, really isn't accountable to anyone. There was not one individual who could assist me in holding this repair company to their word. I reminded one of the customer service specialists "if they had no intention on repairing my dishwasher, why did I have the parts currently in my possession and a tech scheduled to come out to my residence"? This seemed to make sense to a few of them however after repeated phone calls, a second day off of work, a broken dishwasher, I decided I wanted my money back that I paid on my maintenance agreement and I would purchase a new dishwasher from another company entirely. Ha! I was then told the service company would prorate any work they had done! I reminded them that my dishwasher was still broken and I have been inconvenienced and deceived. Not to mention waiting for over 2 months! I was told that there was nothing sears could do in that regard huh? She gave me the number to the tech manager of the service center. She said she spoke to him and he would explain the situation. I attempted to call him and was told by his secretary that he had been out of office all day...

I called the customer service line again and told them I don't want the voucher. I want a full refund or I want my dishwasher repaired and the repair comp'd just as the service manager had stated. She told me that the tech manager wanted to send a tech to retrieve the new parts. I told her do not send anyone out unless they are going to repair my dishwasher.

My dishwasher is still broken, I have had no additional phone calls and frankly don't know where to call. I will never purchase an appliance or another maintenance agreement through sears. I will purchase from a local company who is not so large that they don't have an adequate customer service system in place. I will gladly pay more money rather than deal with being scammed and not treated as if I am a valuable customer.

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KLM01
Mississauga, CA
May 07, 2012 3:48 am EDT

The gasket on my washing machine needed to be fixed so I called Sears Home Services [protected]) to set up a repair because I trusted their company, and because they advised they will fix any machine even if not purchased at Sears. The fact that I now know their service number off by heart is a joke. Their service through the entire process was disgusting. Sequence of events:

April 7th - Appointment for a technician to look at the machine and give an estimate
April 7th - Sears Home called me to reschedule because many of the technicians called in sick
April 10th - New appointment for a technician to look at the machine - he came and advised he will call us the following day to let us know how much it will cost us before he orders the part as well as how long it will take
April 16th - I called Sears because the technician never called us as he said he would and I thought they forgot about us. We were told the part was already ordered and the promise date was April 23rd. Appointment was set up to come and repair our machine for April 28th.
April 28th - Technician comes to our house thinking it was a first-time visit to give an estimate. He didn't have the part, and when he called Sears Repair they advised him it was never ordered. We were then told it wouldn't get fixed until May 16th.
April 28th - I called Sears Repair to ask them to get this done this week as we've been waiting too long for this and we've been rescheduled on twice already - they booked us in for May 5th between 12pm and 4pm
May 5th - New appointment. Wake up in the morning to a voicemail from the technician stating they won't be able to do the service call today (no reason given to us) and to call the main number to reschedule. I called the main number upset because this has taken a month and we continuously have been let down. They scheduled us in for our original time between 12pm and 4pm and the service was completed.

I am a customer care rep myself who handles problems at my company, so I tried to be patient and understanding during this whole ordeal but my patience exceeded it's limit with Sears. I can understand rescheduling an appointment once, but what I went through was unacceptable. The service was apalling. We continuously got cancelled on and let down and there was no communication to us during this whole event. I had to call and hound them to get anything done. For a whole month I had to drive to relatives houses to do our laundry which was inconvenient enough; The terrible customer service made this experience even worse. We were going to purchase our dishwasher with Sears but after this disgusting service I have no interest in ever doing business with them again. I thought Sears being such a large company would be trustworthy and reliable and it was the complete opposite. I even had to pay full price for the repair and labour after all of this. Even the reps on the phone seemed to have no empathy.

If you can avoid it, please avoid calling Sears Repair for any help. I have never been treated this way by any company and will ensure to spread this word around to everyone I can. Such a simple repair added so much stress to my life to the point I started wondering if I was on an episode of "Punk'd". Don't put yourselves through it too.

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SEARS REPAIR
Little Rock, US
May 29, 2009 10:13 pm EDT

Actually I have a complaint about lowes, whirlpool

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arnold
Fort Walton Beach, US
Apr 23, 2009 12:58 pm EDT

Sears repair never showed up for tv repair appt.. I was told by sears I was #3 on the list in the morning. At 5 pm sears told me he was running late... He never showed. The next day I was told that he came near 7 pm and no one was home. I said my son and I were both home and she said maybe no one heard the knock at the door. I informed her that the front door was open and we were both sitting on the couch 3 feet away. We never recieved a call from the repair person and of course he did not leave a sorry I missed you note because he was never here. I am shocked that sears of all companies have sunk this low. You have lost my business but even worse than that, now you have to deal with my word of mouth negative testimony and it will only die when sears or I do.

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JOAN HOY
,
May 28, 2008 2:39 pm EDT

Where do I begin? First of all, I have been a long time preferred customer of Sears and have given Sears a lot of busineess recently and in the past. My most recent purchase was over $800 worth of tires for my car, which ironically enough, was the same weekend that this ocurrence took place. On May 3rd, I had a repair person come out to my home to look at my Kenmore Dryer. The heating element kept turning off and on during the cycle and my clothes were taking half a day to dry a batch. Prior to Sears coming to my home, I had the airduct company come out and vacuum and clear the airducts. That cost me $100. The problem was still not fixed. When Sears came out to my house, he asked me to explain the problem to him. Without looking at the dryer, he said he knew what the problem was and that it was going to be expensive. I asked him if I would need a new dryer and he said "no" you need to have your airducts cleaned out. When I told him the company was already out the previous weekend and spent over an hour at my residence clearing the line, he said they missed something. The repair tech pulled the dryer away from the wall and pulled the hose out to show me that the dryer was hot and that it was doing what it was suppose to do. I told him it is usually initially hot but then it turns to cold air. He said the dryer was fine and that I owed him $122.00. I told him that he didn't fix the dryer so it is not an estimate. Sears website clearly states that they give you an estimate of what it would cost for the repair and you can decide to decline or accept the estimate to have your appliance fixed. The tech never even took the panel off the dryer before he determined the problem. The whole time he was at my house, the panel did not come off the dryer to look for possible other problems. I told him I would pay the $65 for his trip as agreed upon, but since he can't fix my dryer it did not make sense to pay him additional. He was insistent that because he gave me advice, that I had to pay the additional amount. I asked him to call his supervisor. He was upset, but phoned his supervisor that told him to have me pay it and I can dispute the difference to be refunded back to me at a later date. I was insistent that I had been using Sears for years and that unless they give me a quote on what it will take to fix my dryer, I only owed the the $65. He then told me I can sign something stating that I declined the estimate. By that time, I was very uncomfortable with the tech and signed the form. The tech. then proceeded to tell me that Sears is struggling and may be going out of business and that they just had a meeting and were told to collect as much as they could from the customers. Once I supposably declined the so called estimate, the technician told me that I needed to pay an additional $5 for his gasoline. After he completed his paperwork, he decided that he would not charge me the extra $5 for gas. His conscience may have got the best of him. I called the airduct company out for a 2nd opinion. The owner of the company and his technician came out and said the airducts were perfectly clear and that there was a problem with the dryer. They were pretty upset with Sears and indicated that I was lied to by the technician. I phoned Sears once again and told them my story and they said they would send another tech out to my home and I would not have to pay the $65 again. They said they would put that on the service order. I know that they did that because when I called Sears this week, they read it on the order. The tech was scheduled to come out between 8 & 12. I told them I absolutely needed to leave my home at 12. At 11:15am, they phoned and said they would not be out until 1:00-2:00pm. I was extremely upset as I cannot meet with them during the week and can only meet on Saturday. I had a very important appointment to go to at noon and did not want to wait any longer to have my dryer repaired. I phoned a supervisor and she sent a different tech out. I had asked the supervisor to make sure she told the tech that I would not have to pay a new service fee and to give him some history on how I have been treated. The tech arrived about 12:15pm on May 24th. He immediately went into my bathroom and said to me "you know this is a recall, and before I start anything you will have to agree to pay me the $65 trip charge." I told him "no" and explained to him my prior experience and that they were suppose to put "no trip charge" on the order. He said that I still had to pay since I "declined" the previous order. I explained to him that it wasn't a decline and that the tech could not fix my dryer. He said if you don't pay I can't work on your dryer and started to walk away. I asked that he call the supervisor that set up the order and he said he did not need to call the supervisor. By that time, my husband heard him arguing with me and knew how poorly I had been treated through this experience with Sears. The tech had already decided he was leaving and refused to call anyone so my husband told him to get out of our house immediately. I have to admit that my husband was very heated and frustrated and used some language at that point as he escorted the tech out. My husband had seen me in tears over this matter and could not believe that this second tech was also trying to collect unwarrented money from us. I phoned Sears to ask that a supervisor call me to straighten this out and I have yet to hear from someone. On Sunday, my husband took the panel off the back of the dryer and disconnected the airhose to see what was going on. At first the dryer was hot and then went to cool air. This is not an airduct problem. They hose was not even connected. My husband also went out and bought a sturdier hose to see if that might make a difference. The condition continued. It is definitely a problem with the dryer. Possibly the thermostat or sensor. In the meantime, I am out $65, I have had excessive upset and frustration and still do not have a dryer that works. My co-workers can not believe the series of events that I have gone through with Sears and it has gotten worse. I would like Sears to stand up and take care of this matter. I really don't want to exploit this, but I want it to be taken care of. I would also like to be reimbursed my $65 for all that I have been through. Bottom line is that I sincerely want my dryer fixed. I hope that Sears stands up and takes care of this. If this isn't resolved right away, I can no longer be a Sears customer.

Sincerely,

Joan Hoy

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ana
Phoenix, US
Apr 23, 2009 1:59 pm EDT

i agree with 100% i'm a former employee of sears repair and i cannot being to tell you all the b.s. that goes on there . they all lie and rip people off

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brucer
Houston, US
Mar 04, 2009 4:39 pm EST
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Unfortunately, no lawyer will cost less that $310 so you'll not save money going that route. However, you can file a WRITTEN dispute with Sears, the collection agency and the credit reporting agencies (there are 3). Send Sears a Certified letter demanding that Sears produce written proof that you authorized the repair and a record of the date and time it was performed and the technician's name. When they fail to provide that you can let the credit reporting agencies know that Sears has failed to justify their claim and the bad report will come off - by federal law.
As for your beautiful hardware floors - well you're responsible for making the poor decision to put an appliance that uses water directly on the floor. Common sense says that you should have purchased a $30 Washing Machine Floor Pan and set the washer in it. If you haven't seen one they sell them at Home Depot. They are plastic and are about 2" deep to hold water or drain it to a floor drain if you have one.

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Joey Rizk
Anderson, US
Feb 15, 2009 11:11 pm EST

I purchased a $4500 dollar front loading washer and dryer from Sears in November of 2017. I was told that both units had a 2 year warranty from the Salesman who we purchased the unit from. In June of 2017 the seal in the Washer broke loose from the Washer and floaded my Laundry Room and Kitchen and warped my beautiful hardwood floors. I called Sears and they sent their Repair Man out to look at the Washer. The Repair Man showed up and did not have another seal to replace it. Now the catch, he stated that particular part was not under warranty even though they sold it that way to me. Regardless, I had not choice but to pay for a new seal so I wrote a check and gave it to the Sears Repair Man for the seal. I sent Sears a nasty letter complaining I was misled about the 2 year warranty and told them I was very upset about my floors. Well needless to say the seal arrived in the mail along with my check I had written for $59 dollars. They told me via phone the part was sent free of charge but that the service from the Repair Man would still have to be paid. I called the Service Repair Man and he said that it would be 2 weeks before he could come back so I sucesfully installed it myself. About six months after service I get a call from a Collection Agency for a Sears Bill in the amount of $310 dollars. After telling these knuckleheads at theMCM Collection Agency that I did not owe Sears I started investigating the charge. Turns out Sears had billed me for the $59 seal and charged it to my Sears Card. On top of all this I never received a bill in the mail for it. I am at the point right now I am looking for a good Attorney to take my case as I will not pay those people a penny even though I continue to get ugly calls from their Collection Agency. This has hurt my credit score and I am not going to sit still for this. I have spent approximately 40 hours now on the phone with Sears to no avail. Every time I call they just keep transferring me to someone else and nothing ever gets done. I have tried to be civil but it has not worked. If there are any good Attorneys out there who would like to sue this jerks for me please call 864.221.0604.

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Sears lack of product, poor customer service, poor policy

This is a complaint about your policy and lack of product.

We simply wanted four gallons of one of your standard colors of Easy Living paint and two machine screws for a cabinet handle. We went to our local store in Longmont, CO. Out of stock. Oh well, we'll go to the Thornton store. Went to the hardware section. After a long search, the honestly helpful clerk there said Sears apparently doesn't carry them 8/32 x 1 machine screws. Wonderful. Where's the paint? Oh, it's on the other side of the store, near the entrance. We trekked over. No clerk anywhere in sight -- all on other side of the store. Had to go find one.
Clerk at first didn't think they had any of the color in question. He checked with several people. They finally located 3 gallons. What about a 4th? They called the next closest store. None available. Oh, then we'll mix it. But it's a standard color, and no one could find the formula for the standard color. Sigh - ok, when will you get more in? We can't get it until our inventory is down to zero (which is why we were down to three gallons). With your purchase, we're now down to zero, but it will take three weeks -- but if you order online, you can get it in two (!).
We have been customers of Sears for everything imaginable for over 40 years. We understand that the market and the economy have changed, so we have tried to remain loyal. But this is it. The policy of not restocking until a standard product is actually down to zero is inane, let alone poor customer service. Not having standard items in stock in three area is poor customer service. Taking two to three weeks to get product is poor customer service.
We're done with Sears.

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Sears customer service

I went to have 4 new tires put on my car. After an hour of shopping/waiting for my car to be ready, I received a phone call from the auto department saying they could not find the piece to unlock my lug nuts. They offered to remove them anyways by breaking the locks for an additional cost. I opted to look for the piece myself and if I couldn't find it I would come back the fallowing day. Okay fine..its a new car to me and to be honest I don't know much about the subject, all I knew is I would rather have something done correctly. So when I came back to get my car they handed me a bill for an alignment. I really wasn't exspecting them to give me an alignment without replacing the tires, and why did they do this before changing the tires. Well I found out, they had a "free bay at the time". I asked why I was recommended to have an alignment with new tires and then they did the alignment before puting on the tires. This doesn't make any sense to me. It should be at their loss because they tried to cut coners and do work at a faster pace. Well besides all that, even if some don't agree with me..I asked to speak to a manager. She came out to the show room in a "huff" already aggrevated and with a prompt explaination as to why I was wrong in a very dermeaning manor with even asking me for any sort of explanation. I actually even didn't even get a chance to speak before she demanded payment. I was exspecting maybe a diplomatic explanation possibly, or at least my side of story to be heard. I am not an unreasonable person. By this time one of the other customers interupted her and quickly took my side, in which she also quickly disregarded anything he was attempting to say as well. I told her I felt it was unfair that they exspected for me to pay for their "mistake", and she responded to this by treatning to have an mechanics lean put on my car and that she would call the mall security. She also told me I could not get my car back until I paid, which I thought was funny since I was volunterily still there trying to work something out with them..car keys in hand. Even one of her co-workers amitted to her bad diposition and lack of handing the situation properly. I paid the bill, as security circled my car and parking lot. I will never return or recommend anyone to ever go to Sears ever again. Not because I feel as though they should have wiaved the alignment, which not only takes less then 5 mins with mechanics getting paid by the hour anyways; or because they did my alignment technically improperly before tires were put on; but because of one manager that does not have the personality or disposition to handle customer or customer complaints and should never have a job in customer service in the first place.

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lildata
Orlando, US
Sep 09, 2009 8:36 pm EDT

there is nothing wrong with performing an alignment on a vehicle prior to tire installation; so long as the tires that are presently on the vehicle have the proper air pressure, are not legally bald and are of the same size. vehicle alignments should be performed on a regular basis to ensure proper tire wear and proper function of suspension components. knowing where your wheel lock key is that is another matter... if you were to get a flat on the side of the road and not be able to change it; would you post complaints on the person who sold you the car? Same principle applies to motorists who get pulled over for headlights out and proclaim "i didnt know" when we drive a vehicle on the roadways it is OUR responsability to ensure all is in working order.

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ngiddy
Ocean Shores, US
Jun 13, 2009 3:39 am EDT

I apologize for sears, wheel locks are tricky things sometimes. There is an option for Sears to break off the wheel locks and replace them with regular studs, but they shouldn't have done the alignment before the tires.

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Sears shifts

since when do managers/leads get to make their own rules with employees.
In our dept, receiving, most work really hard and always get our tasks done.
Rarely does anyone call in sick as well. Recently, while unloading a truck, we
were told that based on a 7.5 shift, we didn;t get a 15 break in the adternoon.
Aren't employees allowed a break every 3 hours ? And if you're their for at least 5 hours, then you must take a lunch. She said, 'no ...under 8 hours of
work, like 7.5, there are no afternoon breaks ...unless the company rules have changed in writing, this seems really petty ...and never mind that it's
-10 degrees in our working area ..no breaks for you guys ...as well a lead or manager has the rite ..to ask you ..at all times where you belong ...i guess
it doesn't matter if it's repetitive ... all of this would make one wonder, what
are they trying to do here ..get everyone who make more than the starting
wage, out of the building ? if there is anyone out there that has a similar story, would like to see it ... I can't be alone on this one ...would be my guess ... are all sears stores, run this way ?

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Sears tried to overcharge

This complaint is about the automotive department at the Sears store located at the Hickory Point mall in Forsyth, Illinois.

On Saturday morning, January 10, 2009, I called automotive 3 times inquiring about tires. These calls were made between 8:30 and 9:15 am before the regular store opened. I called to be certain that there would not be any surprises because it was very slick and I did not want to waste a trip. I spoke to Sears employee Person A each time about Falken Ziex ZE-912 tires, size 205/60HR15 for my 2001 Hyundai Sonata GLS.

Person A was very helpful in telling what tires were available and quick to respond when I asked if the store matched Internet prices. She said yes and to bring in the print out of the price with shipping charges. I also asked if the store accepted Sears coupons and again the answer was yes. In addition to the aforementioned paperwork I also brought a list of tire charges from Wal-Mart hoping Sears would match them also.

I arrived at the store about 9:30 am and I was the only car in the lot. Upon entering the store I was met by Person A. I showed her the paperwork and she began the estimate for the tires. The tires with shipping were $60.22 each. Tire disposal fee of $2.00 each. State environmental fee at $2.50 each. Valve stems at $3.99 each. And Tire balance at $12.25 each.

I presented the Wal-Mart pricing and found out that the service charges could not be matched. Next, I presented 4, $5.00 off $50.00 or more coupons because the tires were over $50.00 each. Person A said I could only use one $5.00 coupon per purchase. So I asked her to split the order into 4 parts and she told me she could not because sets of tires could not be split up. I then asked her to check with some else. She walked into another room and spoke with someone who reiterated what she said.

Then, I asked for the automotive manager. So a page was made to Person B. After waiting for a few minutes Person B came back to automotive and went into another room with Person A and another person. Person A and Person B came out and I was informed that the tires had to be sold as a set of four. I questioned Person B and informed him that I should be able to buy tires in any number that I wanted because I was the customer. This did not make Person B happy.

Still seeking satisfaction, I asked for a store manager and was told that she was on vacation. Person A then informed me that Person B instructed her to add a tire mounting charge of $8.50 each. So, at this point Sears was going to charge me $24.74 in service charges (no road hazard) for each tire that I was buying. I thought my head was going to explode since Wal-Mart would have charged $7.50 for these services. I then asked for the district manager and they would not give me the name or phone number. They didn’t offer to have anyone call me at anytime. It was at that point that I fully understood why the store was not busy.

I went home and called another Sears store and was told to call corporate relations at 800.549.4505. I was on the phone with Person C for 36 minutes. She took down my information and called Person B. I asked Person C who the district manager was and she couldn’t help me. She said the Store manager would have to help me. So I would have to wait. Rather than waiting I’m sending this in hopes of warning others to beware of Sears Automotive in Forsyth, Illinois.

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95eclipsers
Los Angeles, US
Apr 12, 2013 8:47 pm EDT
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This comlplaint is a double posting.

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95eclipsers
Los Angeles, US
Apr 12, 2013 8:46 pm EDT
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What we actually have here is NOT a problem with Sears, but an unreasonable customer who was trying to abuse policy and the employees. Sears is a company, and it's purpose is to make money. Obviously matching Walmart, AND using 4 coupons, AND matching internet prices brought the sale to a level where the company was not making any money of the deal! Why should the company lose money? This customer wanted to use price matching ON TOP OF COUPONS, and 4 coupons at that. Asking the person at the desk to write 4 orders to accomodate 4 coupons. Really? I don't know any shop that would do that, it's too much hassle for such little profit, and on top of that multiple orders like this are hard to track when it comes to warranty. Then this customer pulls the "because-I'm-the customer" card. To the complainant, I would recommend you stick with Walmart next time. Sears is too high-end for you.

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Sears roof leaking

We had our roof done by Sears, this summer of 2008. On December of 2008 It was a mild day
and the ice was melting, water was coming inside my hall entrance. I have water damage in my home.
I called Sears that morning distraught, their reply was maybe its not your roof. I am so disappointed
with their service and lack of responsibility to their guarantee. We went with Sears thinking they were
a reputable company, but I guess we were wrong. I want them to value their guarantee.

Gina Fragos
[protected]@hotmail.com

Thank You

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john e. wilson
, US
Jul 30, 2018 9:42 am EDT

They installed a new roof 3 years and 2 months ago. We found a dormer leak that was leaking for who knows how long. It was a subtle leak and we did not find it but I suspect it leaked from day one. The Representative for Sears said they had no legal obligation to repair workmanship because it is out of the 3 year warranty. They offered to look at it for $100.00. We tried to contact the original installer and he no longer works for sears. I used Sears because I trusted the brand and they used to insure customer satisfaction. I paid 16, 000 for shotty workmanship that they wont stand behind. DON'T WALK, RUN FROM ANY SEARS HOME IMPROVEMENT OFFERS, THEY ARE BOGUS

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John boy baby
, US
Dec 12, 2017 4:13 pm EST

Same here. We paid 16, 000 for a new roof from Sears. It leaked around my soil stacks from the get go. They sent the same jack leg in a pickup truck out a couple of times but he could never stop the leak. I ended up getting a couple of boots from Lowes and fixed it myself. The roof vents look crappy and some of the taps are coming loose. This is on a 30 yr architectural shingle. Now I got a new leak over a dormer onto my bedroom ceiling. Called Sears and they said only 3 yrs warranty on labor and my 3 year perioid expired 21/2 months ago. They offered to send a inspector for 100.00 then any repairs would be 40.00 per hour plus materials. Bottom line, AVOID SEARS LIKE THE PLAGUE.

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jlyn2x
Camarillo, US
Mar 06, 2014 3:03 pm EST
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Agree with what everyone is saying. I trusted sears too as they did our AC install and I haven't had any problems with that. We had our roof replaced by Sears in 2011. Right after install it rained and we had a leak. Tech came out and fixed a seal around patio skylight. 10 months later we had a leak over garage area. Again, they came to repair. Now last week, after the rains, another leak! Tech came out and revealed all areas where pipes vent because my husband told him to do so. Literally, the next day we had water coming down out sliding door into the house! we paid $17K for 30 year material warranty and 5 year labor. I have no doubt that it was the installation and I will be calling an independent contractor to inspect. Our mistake for trusting them. We Prob overpaid because all they did was sub out the work to installers that don't care about the quality of their work.

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brunelle
Spring Hill, US
Jan 18, 2013 11:13 am EST
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my roof was installed by SEARS sub contractor an failed county code inspection 3 times.sears management ignored me on installation issues after multiple phone calls.managed to contact a state senator about my problem. only after that did sears respond. they had to remove a brand new shingled roof do to improper installation . i documented the complete installation of the roof .also did the same the second time.pictures of shingle nailing.sheathing drip edge ridge vents also video. pictures don't lie.new contractor for second re-shingle tried to scam me on plywood that was to be repaired caught him with pics. roof is installed just as bad as first time.if not worse.passed code inspection.they are unable to see how shingles are nailed after the sun beats on them. code does not care about shoddy workmanship code is immune from prosecution. .both contractors did damage to my ceilings.both say it was not their men. contractor says men were not in attic they were in there to remove nails that miss trusses.i have video of them coming out of attic. in my opinion how can u trust a company that hires contractors that lies an are unable to install a roof to code an mfg.spec. SEARS u are the most shameful misleading co. Florida residents if u have to have a roof done avoid the SEARS . Check out [ sears sucks ] on your Internet read all the complaints about sears. I wish i did before being scammed by sears. /link removed/ … ALL sandy storm home owners look at web site before having Sears home services do any type of home repairs.the truth! log into twitter an look at all my tweets about Sears home services roofing.their all true.!

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brunelle
Spring Hill, US
Jun 25, 2012 5:04 pm EDT
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sears home services roofing is very misleading.my roof was installed an failed county code inspection 3 times.in my opinion they sub contract to the bottom of the barrel.an charge u more.electronic contract is a perfect way to mislead u.if u are not able to view the contract on the cd that fails to run like mine u can not cancel your contract in three days allowed.sears does not tell u that the shingle manufacture does not even warranty its own product after installation. sears contractors do dot install material to code or manfg.specs.my roof failed 3 times had to be removed an redone again.an still done wrong. over nailed shingles .first cause of shingle blow off a roof failure.not warranted cause of improper install.sears is the most shameful excuse for a company.caught their contractor trying to scam me on roof decking took photos.took photos an video of both contractors.BEWARE STAY AWAY FROM SEARS if u need a roof. in my opinion they will scam u any way they can.an the end result u your roof will fail .

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STEVE FORKEEPS
petersburg, US
Sep 20, 2010 6:53 pm EDT

hey i hate to even comment on this but have you ever even seen a sears, home depot, or lowes salesman with a nailbag on NO they all sale roofing installation they do not even know how to roof they sub it out they do not even carry any of the insurance all they do is sale and finance so why not just look up a contractor in the yellow pages or the BBB

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M. Vermilion
Marietta, US
Oct 19, 2009 1:35 pm EDT

We had a roof installed by Sears in 2002 and same issues, roof leaks and deteriorating shingles. Today we had our roof looked at by professionals and they all indicated that the roof was not installed properly and that the shingles were defective. We should not be seeing this type of damage even at 15 years let alone 7. Our calls to Sears are just beginning and hope to have better results than what I have read. It will be really sad if they don't step up and do the right thing. You are right Sears is not what it used to be. Marietta Georgia.

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Dan986
Pierrefonds, CA
May 27, 2009 12:37 pm EDT

My experience is a little different. We had a roof done 10 years ago. After 8 years it was leaking so I paid for an inspector to come. He blamed insulation and left in 10 mins. Two years later it's really leaking bad now so I hired an independent contractor who took a look and said the roof is done. It was never installed properly and needs to be all taken up. I called Sears and they gave me the run around until I told them enough. I will take my report from the independent contractor and sue them. Next day I had an inspector from Sears here who says yes there is damage and we can patch a bit but the roof is fine. HE even admitted that he roof was never done right but they will not replace it. Now I have to go to court I guess..NEVER BUY FROM SEARS!

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Iveth
, CA
Mar 13, 2009 12:28 am EDT

I totally agree with Gina Fragos, Sears is no longer the trusted company that it once use to be, with great service and customer satisfaction. In July 2008 I had Sears replace my roof and they sent a contractor that stripped half of my roof during a downpour. That same afternoon I complained because of the extensive water damage caused to the interior of my home, Sears wanted to send the same contractors that damaged my property to complete the job and I refused and requested for another contractor. The next day another contractor completes the job and then 1 day later the ceiling collapse. Since July 2008 until today March 2009, Sears has done nothing but just delay delay and more delays. No apologies for the property damage, inconvenience, and additional incurred expenses caused by Sears’s lack of action, accountability and responsibility. SEARS CONSUMERS BEWARE

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?

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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.

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