Sears
reviews and complaints

My Kenmore freezer stopped working in December 2011. I purchased the freezer in October 2010 with a 24 month maintenance agreement. I repair technician ordered the part on scheduled repair appointment December 22, 2011. The part was suppose to be delivered to my home address and repair date was re-scheduled for December 29th. Commencing on December 29th I started getting computer generated phones calls almost daily about the parts. When I talked with a Sears representative, I was told that parts were on back order with a new estimated shipment date. This has been going on since the freezer broke down. I just got off the phone within the past 30 minutes requesting that the freezer be replaced because I was tired of the reschedules and not having a working freezer. After talking to 3 different persons, I was disconnected waiting to speak to the 4th person. I had requested that they replaced the freezer and was told the same thing as previously that the parts were back ordered and that person was not authorized to replace the freezer. I then requested to speak to someone who was authorized to replace the freezer or the supervisor. This is when I was told that I would be switched to the service dept. This is when I was dissconnected.
The service order #[protected]
Technician ID 0539924
Brand name Kenmore (made in China)
Model number [protected]
Serial number BFR2107268F11092
I would like Sears to replace the freezer because they don't know when or if the parts will be shipped. My thought is the parts are coming from China. My email address is:
[protected]@aol.com

Thanks for you help

I ordered items online on December 12th 2011, and received a confirmation number. I received part of my order. Three items were to be shipped separately. The UPS tracking number was invalid and never came up in their system. I was told by Sears customer service the items had not yet shipped. Short version = 6 phone calls and three emails later. Sears is sending me emails asking if the box How the box was damaged. Not one email but two of these canned emails. It is an absolute embarrassment that they can not even get the problem straight. I will be calling tomorrow to demand a refund! Buyer beware.

I bought a Bosch dishwasher from Sears, with the Maintenance agreement; which has a clause of a no lemon guarantee. No lemon guarantee - we replace your covered product if it requires 4 or more repairs within 12 months; that is what the rules state. Sears has been to my house a least 6 times in the last year, replaced as least 4 parts and of course they say the piece does not qualify; after telling me one more repair and it would qualify.

After a huge problem ordering a washer/dryer from sears.com, I decided to go into the store at Boca Town Center Mall to look for another washer/dryer. I wandered around the appliance section for quite some time, while a group of at least 5 employees sat around. After an associate from another nearby department saw me, and asked if I needed help, I said that I did, and he walked over to the group of appliance associates (who were doing nothing) A female associate came over to me, and I asked her to show me where a certain unit was displayed. The specific unit was not on display, and the associate said, and I quote-- we are too small a store to have all the washer/dryers we sell on display. How can I possible consider buying a unit if I can't see it? After my debacle with sears .com (for the same unit), and the lack of service at my local store, I went to a small appliance store, and found the service to be stellar. I will not purchase anything from the sears at Boca Town Center again.

— > for those of you with a facebook, please post < —
(For those looking for short version, here it is: day 1 sears messed up lug nut, day 2 sears messed up another lug nut, day 3 sears messed up another 3 lug nuts, and day 4 sears wanted to put new lug nuts on, I wouldn’t let them….. No lug nuts were harmed after that. Plus, sears said that I had metal break pads (Lies). They will never admit mistakes, of course but they will say like most crooked mechanics “it’s wear and tear” haha in other words it was’nt me. My point - don’t use sears as they will try and take you)
It all started when I got new tires at sears a few month before. About a week ago I started to hear a grinding noise on a monday, so I figured it was my front breaks because that’s what it sounded like. Being cautions I just wanted to have it check since i’m not an “expert” at auto repair. I took it to sears auto center at the village in orange, ca. I told them specifically about the noise and that I thought it was the breaks. So the guy said they could check it for me and had to check all the breaks as company policy for $15, from there they would advise me on what needed to be done. Ok I come back about an hour later and they tell me that “all the breaks a shot” they said the discs were fine but breaks were  metal  we’ll come back to this in a minute. He advised ceramic breaks would be better. I asked him, are you sure they are metal? I remember having the breaks changed (With father in-law’s help) and I thought they were ceramic. Nope, they are metal they need to be changed and we can do it for $335? Really! Of course I said no thanks her is $15 have a good day. Now, why did I go to sears in the first place you ask? Remember they are the ones where I got my tires. So when I went to check my front breaks I could not remove one of the lug nuts (Sears had cross threaded it). So as soon as I told these guys of that and I even dealt with the “manager” from the beginning he gave me some bull about how they had to do it with impact gun because it’s a 4000 pound car blah, blah, blah…. But then they hand torque it to make sure…hmmm. So of course they had to order the part and I said I will pick it up tomorrow, fine. I told them from the first day to had torque the lug nuts after they “inspect” my car please. Ok so I leave think great it is the breaks and I will do it. After I left sears it was already late that day. So I was going to do my breaks the next day. Low and behold, what happened they cross threaded another freaking lug nut, so I called and they are like uh ok well bring it in. This is my second trip to sears for their mistake. I park the car in the bay and right away I get about 3 or 4 guys come at me what is going on what is the deal. So I say well you cross threaded another bolt and I told you guys to hand torque them. So one of the idiots apparently can’t here well, so he comes with hand torque (With out checking proper pressure for the car) and starts to torque the wheel I pointed at and says there you go. I said, what are you doing? He looked at me like I was crazy and was like what did you want. I told you I cannot take a lug not off i’m trying to do my breaks! He looked at me dumbfounded again and started telling the other guys no it was the other side that we worked on. I said yes, it was but now you messed up another one on the other side! Ok, so remember how they had ordered the lug nut (Which I found out they use auto zone to get parts) they got the right one right. Ok so i’m there and they said ok we’ll order you another lug nut I will call you when it’s ready. So, I go walk around the mall and almost 2 hours go by and no call. I go back and they tell when I get there they said hey a couple more “went bad” so we need to order some but we will stay open and make sure it get’s done tonight. Ok, well a couple more hours pass and he is like ok parts are here and they are working on it now. So he comes about half hour later or so and say ok so you know your car it has 2005 wheels on it mine is a nissan altima 2003? I said how is that if everything is stock. Well sometimes dealers will do that? Hmmm… ok so what’s the problem well they brought us the lug nuts for a 2003 altima, but your car has the 2005 wheels. I said ok well, that makes no sense because you already ordered 2 lug nuts previously and they brought you the right ones. How is it that they brought you the wrong ones this time? Ok so, I left that night they took some lug nuts off other tires to compensate for the ones they had messed up. So I told myself finally I can do my breaks tomorrow and just pick up these lug nuts after and put them on myself. Hey guess what! They messed up yet another lug and when I called sears what does the manager tell me? It’s the metal on these lug nuts they are not made very well….. Blah blah, that’s because these lazy idiots are still using an impact gun and just telling me that they are torquing it by had. This time when I went back I stayed in the garage and kept telling them I want you to just take the bad on off and i’ll do the rest, well of course they messed up the stud (Bolt that lug nut goes on) and they had to replace it. This time I stayed until (Autozone) dropped off the stud and even then the manager kept saying i’ll have these guys put on the lug nuts for you. By this time I had the new lug nuts (4 of them) in my trunk. He said hey give them the lug nuts so they can put them on. I said no, I will do it just replace the stud and hand torque the lug nuts on that one wheel. Then the manager said let them put all the new lug nuts on the one tire and they can put the other ones back on the 3 other tires. I said no, I already changed my back breaks that’s done leave those tires alone! So I stood there and watched them had tighten (Without the impact gun) and finally next day I changed the breaks. Now by this time I already bought breaks form auto zone, when I finally looked at the front breaks they were still good. So I got to thinking and I took the old breaks back to auto zone and they were still under warranty. So I got approx $97 back (Spent about $100 on new ones). Only my back discs needed to be replaced and front ones turned, this came to about $87. So all told I spent about $90 for a break job that sears wanted to charge me $330 for. These people are some of the best crooks you will find and maybe that’s why they are going out of business from what I hear.

"Tommy" Gaston Swindler - Sears Salesman

I was swindled into buying a roof for 8, 000 - but i agreed to that outrageous price because i thought i could trust him - and he did paper work for a 10, 000 roof !- i now own an 8, 547.29 roof that should have been in the 4500.00 range - he came bearing a 500.00 coupon to confuse me with the numbers - Sears will not pay me back and the creep will not answer his phone to explain the numbers he wrote down so casually as he knew he was ripping me off- the contractor "Calvert" out of Hannibal Missouri is an egomaniac that will do anything he can to do as little as possible and interact as little as possible - another con man-

Bought an NHL 84 Air Hockey game from Sears Canada in Dec 2011 online as there was none at the local store to see or buy. Received it and assembled it. The score clock/board would not work. The felt pads under the shooters were too large so that when the puck hit the shooter it would just die and wouldn't have any spring. Screws would not screw into legs fully and some chipped off and could not be put in place. Dead spots on the table where puck would not float because of inadequate air flow. Very dissatisfied withthe product. Emailed Sears and wanted my money back. They emailed back and told me that since I had opened the package and assembled it, their policy was to not refund any money. They said to contact the manufacturer for any problems. I will never again buy anything from Sears, even if it was free. Totally unacceptable service. They sold me a piece of junk and wouldn't stand by the product.

A man from Sears Furnace kept calling my home asking if they could come out and do their annaul check on the furnace (I had had my ducts cleaned and serviced several years ago by them). My husband kept saying I made those decisions and I was at work. Then he called this week and said he was setting up the appointment - not asking - he was doing it. My husband put him off but he had noted my cell number on our voice message at some point and called me on it while I was at work.
He said they come out annually to review and if nothing is needed they will do nothing but if something needs doing they will service it. He asked about getting the ducts cleaned while they were there but I said I'd think about that and he could come and look to see if it needed servicing.
They came but serviced without asking if they could and the bill came to over $280.00! I believe the correct procedure would be to check - then point out what is needed and ask if they can proceed. but no - not them.
Extremely pushy and sneaky. I will never use a Sears contractor again and have asked them to take them off their call list permanently.
Lesson - watch how they word things. grrr

I was a contractor for for Sears for 12 years and at the beginning sears was very dedicated to the belief that you sell a great product and install them properly and back them with a great warranty and you have a great co. Sears was a co. I was proud to be a contractor for. The last few years have been a different story, the attitude in the st. louis office was get in installed before the end of the month to make the office look profitable. To do this they hired unlicensed contractors to install jobs that they were advertising as licensed contractors in your home (check your contract ). In 2009 the EPA made it mandatory to do led safe practice on jobs in homes that were built before 1978. This practice involves covering all window openings be covered completely with plastic during the entire removal of the old window. Then after the installation was complete the room was to be vacuumed with a hepa vacuum to remove all led dust from the home so not to make the residence of the home sick from harm of led dust This was not being done by all contractors. I brought this to the attention of management was told it was not their problem. Led is very dangerous to small children and sears does not car how the job is done as long as it gets done. I feel sorry for anyone who hires sears to do a home improvement to there home . Getting the job done right the first time is a hard enough challenge but trying to get it serviced after you find out it was not it is even harder to get it fix properly and then you find out it is going to cost you $100.00 dollars because the warranty is for product not labor. I don'T know how you feel but when I'm told a licensed contractor is going to do my job I expect one because that tells me they are legal in the eyes of the state they work in and pay their taxes like everybody else. You can take this comment with a grain of salt it don't matter to me I just want to let you know you should be careful of any co. that hires sub-contractors to do the work.

Our family bought a fridge from Sears in Pickering, which was delivered to our home on December 22, 2011. As the fridge was too big to be brought into the house, it was left in our garage until a technician can attend to remove the doors and drawers to enable the delivery personnel to move the fridge into our kitchen.

I have called Sears Customer Service numerous times between the 22nd and the 29th. I have tried to have the technician and delivery personnel attend our home before the evening of December 29, 2011 as our family were leaving on a pre-planned trip that evening. My attempts were not successful.

Sears assured me that a technician will attend our home on Friday, January 6, 2012, which did happen. The delivery personnel would now attend our home on Saturday, January 7, 2012 to move the fridge into our kitchen. This would occur between 07:00 and 12:00. I called four times after 12:00, the last time being just before 16:00. The technician's shift ended at 15:30, resulting in my family being without a fridge for Saturday night, Sunday, Sunday night, and however long it will take for the technician to attend to re-assemble the doors and drawers. I have received a call from Elizabeth, who advised me that she was a Supervisor, and apologized for the delay, and told me that we would definitely receive a discount due to the problems we have been encountering regarding the fridge. Elizabeth has yet to contact me again.

The delivery personnel eventually attended our home just before 16:00 (never calling me to advise of any delay), and moved the fridge into our kitchen. I was not willing to be subjected to this treatment again (Sears not calling to advise or update me, repeatedly telling me there is not much they can do, having to plan around their attendance which rarely happened when promised), so I requested our old fridge be removed while the delivery personnel is in our home. This did occur.

On Monday, January 6, 2012 my cellular phone, which was with me at all times, did not once receive a call from Sears in the morning. I called Sears in the morning to confirm the attendance of the technician, which was confirmed for between 07:00 and 15:00 on the 6th. At approximately 13:30 I received a call from a lady who advised me that she called me twice in the morning, and as I did not answer my phone, she cancelled the technician. I was appalled, and told her that my phone did not ring. She then conceded that she "may have dialed the wrong number". I was truly upset by this time.

I called Sears Customer Service, and spoke to Zaine, who advised me that "I don't care, Ma'm", "...whatever", and "I'm in Montreal, not Pickering, and I can't do anything". I asked to speak to a Supervisor as I was appalled at the treatment I was receiving from Sears, and now Zaine in particular. He transferred me to Sam, who said that he is a Supervisor. Sam also said that there is nothing he can do for me, the lady called and as I did not answer my phone cancelled the technician, and the technician will attend our home on Wednesday, January 11, 2012.

By this time I was incredibly upset, as this situation was unacceptable, and wanted the fridge removed from our house. Sam said that I have to call the store where I bought the fridge from to have that happen. I called the store, very upset, and spoke to Brian, who could not believe how badly we have been treated by Sears, and told me that he cannot help me to remove the fridge, I have to call Customer Service. I could not believe that I was being sent from here to there with no one willing to help us. Brian made some calls, and the drawers and doors were re-assembled by that evening. Brian was the only employee at Sears who actually did something to help, which was very much appreciated by our family.

Through all this, I have been the one who primarily made contact and asked for updates. Sears have been rude, and completely unwilling to help a family with two boys who are now without a fridge. Our boys could not even take milk out of a fridge to drink - our frozen foods were placed in a cooler box until we had a fridge that we could use. This resulted in my having to throw away a lot of food, which is a waste of food and money.

Sears Customer Service has been appalling, and it was a very stressful time for us. I worked afternoon shift during the time, and had to go without much sleep as I was trying to sort out the dilemma of not having a fridge.

Thank you,

Tania Hugo

Do not buy the extended warranty with Sears appliance repair unless you do not work during 8-5 hours. They will only make an appointment Mon-Sat during 4-hour windows ... you have to agree to be home from 8 - 12 or 1 - 5, so you will lose a half-day work. And you will have to wait a week for the appointment. If you try to wait for a Saturday you will wait a month.

It is common to buy an extended warranty for expensive parts that are prone to break, such as a touch-screen on an electronic range or other appliance. But it will have to be really, really broken before they will replace it ... the fine print says that if you have to mash on it for several seconds to get it to work they don't have to replace it yet.

Save your money, and buy a simple appliance with knobs, and skip their extended warranty. Might be OK if you work nights or are a stay-at-home mom.

bought a 60' Sharp Aquos Quattron LC-60LE830U on sale 1699.99 during Boxing Day 2011. We were not happy with the purchase because it looks too small for our living and wanting to upgrade to a larger one 70" Sharp Aquos Quattron LC70LE732U. Jan 2, 2012, we brought it back to do an exchange and were told that i have to pay restocking fee. No customer satisfaction, do not back up products they sell. Won't be shopping there anymore.

Sears Customer Support should not have the name Customer Support if that is not what they deliver! We have got the run-around from Sears Customer Support for 6 months over the repair of a washing machine; the first time we called, a repair man came out said that he was able to fix what was wrong with the washer all the while he seemed more concerned about hurrying so he could eat fish and chips at the local pub. To our surmise, when we tried the washing machine later, nothing had been fixed, so we called Sears customer service again and they said they needed to order a part. One month went by, we called, they said another part was ordered, then for the next five months we called once a month to get an update. Not until we demanded to know what was going on did they make a call to the repair place and they had the part for the last several months but failed to call us to set up an appointment. So, Sears set up an appointment to get the part installed and the evening before the scheduled date, the same repair man (Bruce Kassel) that came last time and several times in the past, called demanding to be chauffeured and then when we said we could not give him a ride, he said he wasn't coming because he had heart surgery a year ago and didn't want to walk at all ( Shouldn't this be something you need after heart surgey?). We are only a seven minute walk for him but he got angry when we offered to push him in a wheel barrow and said he was not coming, then hung up on us.
This is basically how we have been treated and still nothing has been done by Sears after follow up calls.

What an absolutely horrible company! I had a problem with an RCA tv and they sent an A&E service person to my house. He documented the 2 major flaws with my tv and filled out a form about the situation. In talking to RCA, it turns out he did not fill out the form correctly, so while he said to me that the tv would need to be replaced, he did not tell RCA that it needed to be replaced (only that it had 2 non-repairable defects). Now, I need to take (another) half day off of work since a second service visit is required.

In addition, frustrated with the situation, I decided to call A&E to voice a complaint. After talking with the initial person about my situation, they said they would transfer me to a supervisor. I was then put on hold to wait for the supervisors. I HAD TO WAIT 1 HOUR AND 25 MINUTES on hold before I was able to talk to a suprevisor. The woman I talked to, Latanga, was absolutely useless and only offered half-hearted patronizing statements in an attempt to placate me. HIRE MORE SUPERVISORS WHO HANDLE PHONE CALLS! HIRE TECHNICIANS WHO KNOW HOW TO DO THEIR JOB!

I hope after this second service visit (prolonging the resolution of my problem by an additional 3 weeks) I NEVER HAVE TO DEAL WITH YOUR COMPANY AGAIN. The only thing I am grateful for is that RCA pays these people, and I dont have to give them a dime.

After much research on tire prices, I brought my car to Sears in Henrietta NY for an Inspection & front tires.
The date was 12/3/11 at a few min.after 9.
I knew for a fact that I needed front tires in order to pass inspection. Not only had 2 other Garages told me but, the right front strut is broken and the tire is worn on the outer edge almost to the belts!
I was 3 days late getting my car inspected because I am disabled and knowing that I NEEDED tires, had to wait for my check in order to afford them.
After waiting 1 1/2 hours, my friend checked on the progress since I was anxious to begin choosing tires (not one on display had pricing info!) He came back and said "the car is done"!
When I went up to pay I was to that the car passed inspection!
I am NOT complaining that I saved $200 that day.
I am very concerned that the inspection was done at all!
According to the receipt the car was done about 25min after we brought it in.
Despite the fact that I left my cell phone number and NEVER left the waiting room area, we were left waiting over 1hr
after the car was done!
I realize that a broken strut does not affect the inspection but you would think that a very visibly broken strut would be brought to my attention!
When I returned home, I noticed on the receipt a web site for a customer service survey. I stated what I wrote here, & filled out my personal info because, it said, if I did I would receive a personal response w/in 48 hours. I don't know what time zone Sears is in but here in NY 48hrs was over 22 days ago! STILL WAITING!
I purchased tires elsewhere on the way home.
Was an inspection actually done?
Just how safe is my car?
NEVER NEVER will I use Sears Auto Center again!

Wow, I'm so surprised I haven't come across this board before but I had the absolute worst experience with Sears in the last 3 weeks. I would absolutely not recommend them. Here are all the problems that I encountered:
1. Had someone come over with the initial plan - tried to put in an order via him. He recorded two different types of wood for the same room and when I pointed it out, he couldn't change it and so put a note that he promised me the manager would read and take action on so that the same wood would be installed through the entire room.
2. Over the next 3 weeks I had to call Sears and spend about an hour on the phone everyday in order to coordinate the project - I pretty much forced them to come and measure the place, give me an estimate of when they would come in to install the floors (they claimed they had to acclimate the wood first and then claimed that they did not). All of this despite me having told them that I needed to get this done at top priority - really urgently before the end of the month as I was moving out by then.
3. When the installation guys finally came, they did not have enough of the correct shade of wood so they left the installation incomplete.
4. When I called Sears they insisted that I had asked for two different woods till I forced them to check their records and then they admitted their mistake.
5. They then proceeded to tell me that they'd have to order the material and they could come in only the next week - on the last possible day that I had the apartment. I relented and let that happen.
6. I called again today and they claim that they now need to acclimate the remaining wood despite having not done that with the previous batch. the project coordinator insists that what I'm saying could not be true. I yelled at him and hope to get something done asap, but at this point I don't think I should bet on it.

I'm surprised that as a company that has been in business for so long, they an provide such bad service and get away with it. I am going to try my very best to make sure that they get a super bad review on every site out there and lose a lot of business.

I went to this store to pickup a mini excercise bike that I had ordered on line and had paid off my credit card bill so Sears had there money. They wanted to swipe my credit card in order to give me my parcel. I showed them my card but refused to let them swipe it as I would be double billed. They refused to give me my parcel. They did not even bother to get a manager to over ride their system.Stay away from Sears on line ordering and stay away from this store as you could be double billed.

Worst online shipping experience in my life. I had ordered from Sears.com a long time ago. So, I logged on and my profile was setup with old addresses and information. I did not realize it until after I placed the order. I entered the ship to information and it went into the billing information field. The site automatically picked up a ship to address that had been stored in my profile from years ago. Once I executed the order and saw that the ship to was the old address and the billing information had the new ship to information in it, I knew it was wrong. I called Sears.com. I spoke to a representative in a foreign country. He told me he had resolved the matter when I gave him the information. The next day I logged to see that the package was going to a wrong address and the bill to was still the ship to information. I called again. I was told to call UPS. I called UPS and they said they could not do anything. that Sears had to make the change. I called Sears day and night for three days. I was told it was resolved and it wasn't. I was told there was nothing that could be done until the package was attempted delivery then they could possibly see what the options would be. UPS said Sears should of pay for it but Sears said they could not pay for it because it wasn't there fault. This was a nightmare. I could not re-route the package because my name wasn't in the billing field, because that was the ship to information. The only was to resolve this was to find out who was living in the house where it was being shipped, contact those people, ask those people to hold the $296.00 item for me, pick it up and go back to UPS to ship it. This is an issue. Imagine. You could steal a credit card, make a purchase with the stolen credit card, have erroneous information in the billing information, process the order and ship it to a destination. Nothing you could do to stop it. It is really a loop hole with the Sears.com customer service center and Sears.com. It was a horrific experience. The gift of course never made it to its destination and is still in route. If I was not able to reach the people at the old address and get them to cooperate, someone at that address could of received the package and said it was never delivered, they didn't know what we were talking about and I would of been out $296.00. Then I receive an email yesterday from sears saying that they could not re-route the package because it as already delivered before they received my request. DON'T EVER ORDER FROM SEARS.COM!

On two separate occasions, I have tried to use a master card cash card and a american express cash card at the Bonnie Doon location of Sears. The sales lady on both occasions swiped the card and handed it back and said DECLINED. The first time this happened I thought something must be wrong with the card, but as I found out was able to use card the card at any other store that i went to. I tried today to use the mastercard cash card(which was purchased at SEARS and has the Sears name on it. The same thing happened went to purchase an item and the sales lady swiped card and said DECLINED. I had a verbal confrontation with her as which point she phoned the number on the card which stated that the card was fully loaded with the cash value amount. I had to insist on her getting a supervisor to fix this problem. I understand that this is not the sales clerks fault, but it is up to them being the sales clerk to try and fix the problem. The supervisor came and fixed the problem. It was not until i make a fuss about it that the sales clerk got the supervisor to help. These sales clerks are so quick to say DECLINED, it doesnt work and not try and fix thte problem. Please have clerks from Sears trained properly on dealing with situations.