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2.3 2934 Reviews

Sears Complaints Summary

944 Resolved
1989 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Sears reviews & complaints 2934

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10:03 am EST
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Sears do not buy warranties from sears

Purchased a treadmill from Sears in August 2006 for $1700 and a 5 year warranty for $475. Allegedly covers all parts and service. Called to request service, sears claimed Nordictrack was to service. Nordictrack claimed extended warranty was covered by Sears. Spent 50 minutes being transferred between companies - Sears claimed they had no record of the warranty. Finally put in queue for UTS (Universal Technical Services) and was on hold for one hour 18 minutes. UTS finally answered and said someone would call within 6 business days to schedule an appointment. Could not tell me who would actually be calling me from local area as UTS doesn't actually do repair work in my state. Similar situation with a vacuum repair, an oven repair. DO NOT BUY WARRANTIES FROM SEARS. You are better off to pay for service as you need it and pursue other channels if your product is a lemon, including paying with other Credit that protects the consumers. Be sure to document all calls, contact names if possible, technician names and alleged repairs requested. Sears business model is geared toward investors and not consumers.

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Doug AE
Farmingdale, US
Feb 17, 2013 5:14 pm EST

I've received a terrible run around similar to that which is described by others. Very poor service. In short, don't buy the warranty it's not worth it as far as I'm concerned. The Sears rep I spoke with initially was extremely rude and basically her attitude was too bad you're on your own, Sears isn't responsible even though they sold me the machine and it was never explained to me what aggravation I was buying into. Sears, UTS and Nordic Track and the "local contractor" were all at fault.

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darnsocks
los ang, US
May 11, 2010 6:20 pm EDT
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couldn't agree more with the last sentence. i have spent days, DAYS on the phone with sears and nordictrack. i can't talk about it anymore. just don't do it.

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notbuyingNordictrackinHawaii
, US
Feb 22, 2010 9:17 am EST

I agree. We reported trouble with our treadmill in July of 2009. Our warranty was to expire in December. It took a week to get the parts that the person at UTS thought might be required. Then it took a couple more for the company that services our area to come out, only for them to say they needed another part. This has continued for several months with about 4 actual visits by the technicians. Just before December, I was assured by UTS that since the servicing of the equipment was begun prior to the expiration of the warranty, they would continue to fix the treadmill. As of today, February 22, 2010, parts shipped to us remain un-opened, waiting for another visit from Icon Technologies. Not worth the extended warranty offered by Nordictrak and Sears.

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9:44 am EST
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Sears customer service

I don't know where to begin, except to say that your customer service department for tv repair services are the most incompetent people I have ever encountered. Four (4) weeks ago I contacted sears to come in and find out what was wrong with my lg lcd flat panel tv. Your technician said it could be one of two things (Or both) — a bad power supply board or the main board. He ordered the two parts and asked for my credit card. I gave him my amex card and was charged $969.13 total for parts and labor - assuming, of course, that this would not be put on my amex until the tv was repaired.

I received two (2) boxes - assuming they contained the 2 parts needed. As instructed, I called your service department, told them I had the parts, and they sent out a technical to begin repair. Surpise! Your supplier sent two of the same part - the main board - no power supply which was needed. The technician couldn't do anything that day and advised me that the part I needed was back ordered until 2/5. This is where the nightmare begins.
The very next day (1/29 or 1/30) your customer service department called me to schedule a technician to come in to repair my tv. Of course that was not possible seeing as I didn't have the part! Not only did your cs dept. Call once that day, but called two more times and three times the next day to schedule an appointment. How stupid and inept is this? That's only the beginning! On the 5th of february I called to see if the back-ordered part came in. Your cs dept said they would check with the parts dept. And someone from there would call me back. Never received a return call. On the 8th (Monday) I called again and was disconnected twice! Again I was told someone from parts would call me. Did not happen!
Please bear in mind that each time someone from sears called me, I had to repeat the same information about the appt., the part, my address, phone number, problem, etc., etc.

I called again today - the 9th of february - and was told the part expected to ship on march 1st - over one month later than expected. I went on line and found the part myself and ordered it.

The worst part is my amex card was charged on 1/28 for the full amount. I disputed this charge in lieu of the fact that I did not receive the required parts, nor did I receive the service I was charged for. Please, please do something about your customer service department. The right hand doesn't know what the left hand is doing there!

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vinniek
Norcross, US
Oct 22, 2009 12:34 pm EDT

Wonder if Sears has any customer service. With great enthusiasm I bout a riding lawn tracter 3 days ago from Sears outlet store paying the full money with 3 years warranty purchase and got schedule delivery today. I took a vacation to receive the product and sears delivery contracter cam as early as 8:00 AM and when he parked vehicle in front of my house, he asked me if I have the keys for the tracter. I said no one gave me the keys or anything. He wanted to deliver it and I refused delivery because I do not know if it works. Then a person from Sears delivery department calls and aske me to take delivery and I refused again. I had to run to outlet store after they opened after 9:00AM and after waiting for 30 minutes, there until 9:30AM (even though store opens at 9:00AM), soneome comes and no one bothers to say sorry. They kept on says that I refused delivery as if it is my fault. I had to make additional trip of 50 miles just to ask who is responsible to give keys along with product. The experience of buying a sears product was sickening and I simply asked for refund of my whole money and canceled the transaction with disgust. I know Sears may not care if a customer goes, but I can guess why they are shown in the list of next doomed business as I read a couple of weeks ago. At least I will not shop again at Sears for any thing from now on.

Again went back to stores today to get back my money but same "excuses" from someone else. Why I am being taxed to have my money stuck with Sears when the product is not even delivered to me? What a nasty Sears service has become?

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Margaret McClure
Saint Cloud, US
Jul 18, 2010 2:48 pm EDT

This is a complaint by a customer, not a business. I wanted to let you know about the lack of customer service I received after the purchase of a heating and airconditioning system from the Orlando Sears store. The purchase included an incentive for purchase at the time of the home visit by the sales rep of a gift card for $1000. I spent quite a bit more than anticipated but because of Sears reputation and the gift card I decided to go ahead. The installation went fine, but getting the gift card was a problem. Apparently the envelope with the gift card was lost by UPS and couldn't be found for several weeks. I understand this was not Sears fault, but noone in the office seemed to know who to contact to get a tracking number or just didn't care. I made many phone calls and finally was able to get the number and eventually got the card. However, there was supposed to be a phone number included to call and activate the card, which was not there. It took another week and numerous phone calls to get this information. I finally was able to purchase the refrigerator I had planned to use the gift card for, which was being delivered today. When I went to the Sears store at the Florida Mall I had found the item I wanted on the internet and told the salesperson what model it was and that I wanted it in black. He got quite a quick sale - it only took about 10 minutes total. After spending the day clearing out the old refrigerator in anticipation of delivery, I was extremely upset to find that the wrong refrigerator had been delivered. It was the right model, but white. I refused the delivery and the driver called the office to explain the problem. They were very apologetic, and scheduled delivery of the right unit, but not for another 3 days. I'm very disappointed with Sears at this time, and don't think I will consider purchasing anything else from the company. I don't know if anyone will care, but I wanted to voice my complaint.
Margaret McClure

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7:43 pm EST
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Sears appliances keep breaking

Here's a copy of an e-mail sent to Sears customer service:

Four and half years ago, we built a new house and bought all Sears Kenmore Elite appliances - Dual Fuel Range, Side-by-side refrigerator, washer, and dryer.
We choose Kenmore products because we have always had Sears appliances and they have always lasted for many years. We were excited to purchase those appliances even though we could have purchased other brands from other stores.

However in those same four and half years, our refrigerator had 3 service calls, was final declared a lemon and replaced with a new one. In the last 6 months, the washer was repaired because it was leaking water, and the dryer was repaired because the sensor switch broke. Last night I needed to schedule a repair for the range, because it started spitting flames and it appears there is an electrical short in the light sensor on the door. Needless to say these past four years have been very frustrating for us. We have spent between $250-$500 per year for service calls and repairs. These supposedly durable goods have proven to be less so.

I explained all this to a "customer service" representative on the phone. She offered to get us on a cancellation list so we may not have to wait until next Monday to get our range fixed. This is not the customer service I was really looking for. I'm tired of spending money to have appliances that should have lasted 10 years, fixed in less than five. It has really become unacceptable.

This e-mail is my last attempt to get some consideration from Sears concerning these issues. At this rate I could have replaced two of the appliances from another retailer for the cost of fixing what should have been excellent products. I don't want any more calls to "extend our warrantee", I want the products I bought not to continue breaking in less than 5 years. And if that can't happen I would just as soon look to purchase other products than continue to sink money into the Sears repair black hole.

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5:19 am EST

Sears poor customer service and service in general

I ordered a replacement screen for my Hitachi 57" TV on Monday February 1 and paid extra for expedited shipping so I would have my TV repaired before the Super Bowl (I accidentally ordered the wrong screen a week earlier, but didn't realize it until it arrived [it actually arrived, unlike the correct one]). I figured with expedited shipping I should have the screen Tuesday or Wednesday. Wed. rolls around and I still have no screen and my order status has not been updated since Mon. so I get on their website and chat with one of their CSRs. He tells me the part was backordered even though it says on the site it is "In Stock", but would ship later that afternoon and I should have it Thursday or Friday. He said if I don't have it Friday to contact them again. Fri. comes and still no screen so I get back on there and chat with another CSR who tells me that it is still backordered and she doesn't know if it has shipped or not. She says she will request an order trace from the vendor be sent to my email address. I wait a couple of hours and I receive no email (I still have yet to get an email from anyone). I get back on the site and chat with yet another CSR who tells me that the part DID ship on Wed., but they don't have a tracking number and I should have it on Monday and she will refund me the difference in shipping. I said if it did in fact ship then there would be a tracking number and she said that's not always true (bull. It's UPS, they always give tracking numbers). I was told that if I didn't have it on Monday I should contact them again and they would reship it. I asked how can they reship it if it was shipped on Wed. She said they would reenter the order in the system, but there was nothing they could do until Monday. So basically, I'm getting the runaround from all of their customer service reps and nobody truly knows the status of my order. I'm being told to wait a couple of days everytime I talk to them. Come Monday if there still is no screen I'm calling, demanding a refund, and filing a complaint with the BBB. If they refuse a refund then I'm filing a claim with my bank. I ordered from Sears because I thought they were reputable, but I've had better luck dealing with guys on eBay.

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7:07 am EST
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Sears glasses

Had purchased glasses from Sear Optical about 6 months ago. Paid for scratch resistance, glare resistance and the polorazied lenses. Glasses have clear smudge marks on them. Called Sears Optical department and spoke to someone that thought I was an Idiot! I was informed that the heat from cooking or splattering of grease from cooking will do that, or I cleaned them without wetting them, or my eye lashes were to long and scratching them when I blink. When I said I have worn glasses for 30 years and none of the other glasses I had have done this and I can not see without them and now you are telling me that glasses from Sears are the only ones you can not cook or blink with them on. If I can not see without them why would I cook without them, isn't that dangerous? I am not superwoman and don't have lashes from Kriptonite.

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STACY MCMAHAN
,
Apr 11, 2008 10:51 am EDT

MY GLASSES WERE WRONG AND I COULD NOT SEE WITH THEM. WHEN I TOOK THEM BACK THE CLERK, ROBERT ASK ME TO GO AND SEE MY DR THE MADE THE PRESCRIPTIONS AND I REFUSED, STATING THEY WERE TO SEE ABOUT FIXING THEM FIRST THEN IF THEY DID NOT WORK I WOULD GO BACK AND SEE MY DR. I LEFT MY GLASSES AND NEVER RECEIVED A CALL TELLING ME MY GLASSES WERE IN. WHEN I CALLED THE SAME CLERK STATED THAT HIS MANAGER WANTED TO TRY AND ADJUST THEM FOR ME AND THEN THEY WOULD SEE ABOUT SENDING THEM OFF. THIS WAS 2 WEEKS LATER, AND ROBERT HAD TRYED TO ADJUST THEM BUT I GUESS HE DID NOT KNOW WHAT HE WAS DOING IF SHE FELT SHE HAD TO TRY ALSO. I WILL SPREAD THIS TO KINGDOM COME AND BACK AND WORD OF MOUTH IS WORST THEM ANYHTING. THIS PLACE IS AWFUL. SO 2 MONTHS LATER AND DOWN 350. DOLLARS I HAVE NO GLASSES.

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Dianne E Ard
Willis, US
Jan 29, 2010 9:49 pm EST

I have always put my trust in Sears, so I went to the optical dept for my glasses. My glasses have had a separation of coating from the lens since the beginning, all they do is clean them and hand them back. I went back several times, and again the clean them and hand them back, they won't fix the problem, which is the coating is separating from the glass. It's like trying to see through filthy lenses. Now...my sunglasses, the first pair fell apart in the associates hands, so she got another pair, they fell apart on me, as did my regular glasses! So they picked out another frame for the sunglasses which didn't fall apart, but arms spread out so far they nearly fall off. I've taken them back as well and ask that they make them tighter fitting, they too are the same as when I took them in. I've stopped going back because I never get any real help to say nothing of satisfaction. I have an exchange date (for the first pair of both pairs of glasses) of06/29/2009. Granted it's been a while, but as I said, it does no good to go back. The Customer Order number is [protected].
Thank you for anything you can do.
Dianne Ard
zelpha823@yahoo.com - [protected]

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ahouse857
Harrisburg, US
Dec 25, 2012 11:17 pm EST
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2012 purchase resulted in the same situation. Staff at sear's played "dumb" and indicated that I needed to use a quality cleaning solution but could not define what that was.There must ve something that can be done to address this egregious matter.

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complainy
helena, US
Nov 20, 2010 6:24 pm EST

This is in response to "dissapointed". You don't honestly think that migraine headaches can be caused by smudges in your glasses, do you?

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@Dissapointed
, US
Jul 23, 2010 10:48 pm EDT

Completely relate to story on round "smudges" in the center of the lenses. I have worn glasses for almost 20 yrs now and had never had this happen to me. It started around the frames first which didn't bother me so I just kept wearing them, then the round "smudges" appeared and that definitle gave me migranes. So I tried to clean it my self and I scratched them. But the scratches were only on the part were the smudges were no where else. The manager said I was probably cleaning them with something I wasn't suppost to and that I had to use their cleaning solutions for their glasses, that I damaged my glasses. I said just pretend the scratches arent there and you can still see the round smudges in the center I didnt make circular smudges. I mentioned I have been wearing glasses since I was in 2nd grade and had never ever seen this before and you have to understand kids arent very aware with what to clean them with since now I have one of my own, and had never seen it. Well she said she has never seen this happen and that there was nothing she could do but to give me 20%-50% off the cost of the lenses since she cant give me free glasses and they can not do anything after 90 days. I took the 50%, thinking that probably it was going to happen again but I truly depend on my glasses and cant live without them and was definitely not ready for this extra expence. What made me more upset is that I had no insurance when I purchased them and was all out of pocket why would I do something to what is a priority in my life.l But once my eye insurance kicks in wont ever go there again.

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Erwin C
San Mateo, US
Mar 29, 2010 8:52 am EDT

I got the same issue: bought glasses with scratch resistance, glare resistance and now there are several blurry patches in the coating on the inside of the glasses.

Sears optical blamed me for causing scratches, but there are obviously no scratches. Better go to a different shop next time.

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protect yourselves
Bristol, US
Feb 11, 2010 6:06 pm EST

Are they round "smudges" in the center of the lenses?

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Robin
,
May 06, 2008 10:13 am EDT

Same problem with Sears Optical in Kent Wa. The clerks were terrible, after two weeks of waiting for my glasses I called and they put me on hold and came back and said, I see they were shipped on the 9th and should be here tomorrow. Three days later I never heard from them so I called again and this time they said they dont show I even ordered glasses! I was like what? Then they found my original order somewhere in there messy desk and realize they hadn't even sent it in yet. They said they would do a rush order but that also took over a week.

Then around the 20th and I finally get them back, only to find out that I can't see at all through them. She told me to get used to them and after 10 minutes I came back because I could see better without them and knew they were wrong. The gal took them in the back room and said it appeared the lab screwed up and that they would once again do a rush order...another week and a half passed and they finally came back (so much for rush order...) and this time they said after I told them that I couldn't see through them and she said "well, we checked them and these are correct so you need to go back to your doctor if you have a problem with them" So I took time off to go to the doctor and they tested the glasses and found that not only did Sears lab techs not do the prescription correctly but the eyesite line was way at the very top next to the frames instead of in the middle! Unbelievable! Even the doctors office suggested I don't deal with them anymore and ask for a refund. I went in to return them, only had them 2 days and the gal gave me a hard time and said she couldn't give me a recept showing I had dropped them off and that I would have to come back when the manager was there! UNBELIEVABLE! 5 trips in 5 weeks to Sears Optical and still have no glasses and now I have to wait for a refund to be sent to my insurance company before I can even get glasses somewhere else. I find it interesting that THEY claim to have tested them there but clearly they did not, and they don't really care about customers eyes if their answer is "well, you just need to get used to them!" If I can't see out of them that is not safe! HIGH RECOMMEND AGAINST GOING THERE! They have total disregard for customer safety and satisfaction and just want to make a quick buck.

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11:02 pm EST
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Sears closed account after completing payment arrangement

Due to economy and personal finance issues, I had to setup payment arrangements on my Sears account. At the time the arrangment was made, Sears was full aware of my account and past due status. I was explained that if I setup monthly automatic payments for a specified time frame, at the end of the time frame --- my account would be in reinstated and resume a normal payment schedule. I fulfilled my end and monthly payments were automatically withdrawn from my bank account. I am at the end of the agreed time frame and now being told that my account will not be reinstated. The reason for the account not being reinstated is too many past due payments --- taking into consideration that I was on automatic payment withdrawals. Ultimate conclusion - Sears Collection Department made false promises and basically lied to collect money. Understandably, the money is owed. But deceiving customers that in my case have been a loyal customer for years in not right. Basically Sears Collection protocol is to make empty promises just to collect their money without consideration of prior year loyalty and kick a person when they are down. By the way --- was told Sears does not have a complaint department. That's one way to not have to deal with false promises!

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5:16 pm EST
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Sears gasc sauna

I recently purchased the 3 person sauna from Sears with high spirits and expectations. Figuring that I am purchasing a product from a well known and respected home improvement center, I figured I would be getting an A+ product. For $1, 995 I could get a 3 person sauna that would help with my arthritis and my wife’s back problems…..or so that’s what I was told.

I’ve had several surgeries on my right knee, and I constantly suffer from chronic arthritis. My doctor informed me that Far Infarred heat would help alleviate the pain and help in detoxify my body. The salesman from Sears said that these Carbon heaters in this sauna would alleviate all my arthritis pain and help with my wife’s back issues.

After waiting 20 minutes the sauna FINALLY heated past 120 degrees, this after I set it to 140 degrees. After sitting in the sauna for 10 minutes I finally produced a small sweat. 20 minutes later my timer turned off and it felt as if I had sat in a really hot car for 30 minutes. I figured that the sauna might be working out the kinks since it was new; however, after 2 weeks of use, I have nothing positive to say. There was no profuse sweating, my knee experienced a very small amount of relief, and my wife could not tell any difference with her back. With a 3 person sauna only having 6 heaters in it, how can they expect to heat the entire unit? The salesman claimed that these Carbon heater would provide a soft constant heat; he was right on the soft part. You can put your hand next to the heater, and it feels no more powerful than a space heater! Not only are the heaters weak, but as is the wood. They claim to use hemlock as the wood of choice; however, hemlock is not a hyperalogenic wood. At least I don’t have to worry because this sauna can’t heat up enough for the wood to emit toxins. Cheap wood, cheap heaters, CHEAP SAUNA.

This sauna does not delivery what it promises to do, and for spending $2, 000 this sauna deserves an F on the report card.

-Sauna for sale by un-happy customer

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5:01 pm EST
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Sears Compressor

Hello, I purchased a Kenmore ELite Stainless Brushed Stainless Steel Refrigerator in late 2003. I went top of the line because I wanted something that would last. Well, Yesterday I noticed everything in the freezer was thawing and a strange noise coming from the back of the unit. I had a repair man come out today and was told the Compressor is out. Repairs of over 600.00 if im lucky. After paying this amount of money for this refrigerator and purchasing an extended warranty you would figure a refrigerator would last you alot longer. When I called sears they told me that compressor warranty is 5 years and the extended warranty I purchased did not add any time to it. Then he tried to sell me another 1 year warranty for almost 300.00. You have got to be joking... What a ripoff! When I purchased the extended warranty THE FIRST TIME, the salesperson told me the warranty would be the amount of years AFTER the manufactures warranty expires. I am so disapointed with sears. All my appliances in my kitchen are Kenmore Elites and I Have spent alot of money on them. Never again. After doing research on these Kenmore refrigerators, I have found out that there are alot of people that have had the compressors go out. This refrigerator is a lemon and the warranty they sold me is a joke. You would think that such a large company would stand behind their products. I guess not.

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Lowndex
Pleasanton, US
Feb 19, 2010 5:36 pm EST

My six month-old Kenmore Elite dishwasher broke down (Sears top-of-the-line). The failed part, a water pump, is on back order and will not ship until three weeks and three days after the technician ordered the part.
According to the Sears Home Services / Warranty Dept., they will not consider replacing the dishwaher until thirty one days has past.

I waited for a service appointment. Now Sears wants me to wait four weeks to see if the part arrives. Then, I must wait until a service techinician can come back to my house. This is Sears idea of a 'warranty'? After twenthy two years as a Sears customer, I will NOT purchase future appliances from Sears!

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lee manny
, US
Jul 09, 2015 10:10 pm EDT

She is so right. The repair company has the worst case ever. Their job is to just bait and switch on their customers. I suggest Sears finds itself with new reputable repair company!

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9:48 pm EST
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Sears cancelled transaction

this re: a cancelled transaction, I did at sears on the 19th of Dec. I purchased a 52" samsung tv with a blueray dvd player, I cancelled the purchase 1.5 hrs after I paid for the mercahdise with a check well this has turned out into a nightmare cause the cancellation was due to that Best Buy had a better tv a free blueray d vd player.with a savings of 578.00 dls cheaper people staff were so slow in doing the cancellation, cause I was rushing so i could go to Best Buy so I could buy the better deal well they dragged on that I lost the deal at best buy cause the sale ended on the 19that 11pm, after cancelling the transaction at sears and calling the bank mon sunday the 20th to cancell the check, they are still submitting it for payment my checking acct. is red flagged I think that sears should compensate me for all this trouble, by this time I should get this tv for free after all this embarrasemnet they have caused me by denying me my checks for payment up until now nothing has been resloved and telecheck says they're going to get their money somehow I said what money this transaction was cancelled on the same day, the supervisor I have been dealing with at sears is Diane in electronics, please help me in resolving this problem telecheck suggested I take you to court, my phone # is [protected] my name is ismael azua your immediate response is appreciated thank you

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12:42 pm EST

Sears broiler won't turn off

My oven is a Kenmore 665.95781. It is 9 and a half years old. I had the same problem as others.

I cooked a pizza, and I noticed it was burned. Then I turned off the oven and went to get my son from wrestling practice. When I came home, the broiler was on. I tried several times to turn the oven on and off, but the broiler just stayed on. The oven got so hot I couldn't pull it away from the wall, so I went down to the basement flipped the circuit.

This oven should have been recalled.

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Bob A. Booey
, US
Nov 06, 2015 12:42 pm EST

This range has a problem and Sears knows about it. I have a Model [protected] and while I was just baking @ 250 I noticed smoke from the back. opened the oven to find my Chex mix burnt to a crisp on top and the broiler element on high and it would not shut off. Had to throw the circuit breaker to shut it down. There needs to be a class action lawsuit to make them come clean.

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hotrod47
Centralia, US
Mar 19, 2014 7:37 am EDT

KENMORE ELECTRIC RANGE MODEL # 665.[protected] This oven is VERY dangerous! I had been using the oven most of the day making 2 batches of lasagna, cake and rolls. Last minute baking at 350 I notices the display panel showed an error I opened the oven to see the broiler on! The only way to shut the oven off was flip the breaker. We tried multiple times to 'restart' by resetting the breaker, but the broiler kept coming on. All knobs and Off buttons were pushed/turned. It's impossible to know what would happen if we weren't working in the kitchen. I have reported this to the Safety Product Group.gov
Sears should recall this range.

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10:49 am EST
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Sears salesperson don becker

Dear Sears,

Your representative has just left my home and I am extremely upset and disappointed about the way my wife and I were treated. We had made special arrangements to be here today and confidently expected we would be fairly treated because of Sears excellent reputation and our past dealings with Sears. We were understanding when Sears called and changed our appointment from 11 am to 3 pm on short notice. Your representative, Mr. Don Becker from Grand Rapids, arrived promptly at 3 pm and then took 4 hours to get everything done. He showed us quotes for siding our house and we were pleased. He then said he needed to take a break and everything was saved in the computer and he would come back after his meal. It had seemed such a long time that even though we wanted to complete the sale we agreed. True to his word he returned and showed us our final quote. What a shock he had increased the price by $10, 000 dollars! He seemed mystified as to why we were upset and when we asked him to show us the quotes he said he saved earlier, he would not. He could not give us an explanation about why the price increased. I never dreamed I would be treated this way by Sears.

David and Debra Hockley

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Daisy Mariposa
Mission Viejo, US
Jan 31, 2010 10:55 am EST

David and Debra,

Have you contacted Sears about your complaint?

Complaints Board is a Web site on which one posts complaints about businesses and individuals. The Web site doesn't investigate or resolve complaints or forward the complaints to the businesses in questions.

I see that you began your complaint "Dear Sears." If you want Sears to know what happened, you have to contact Sears.

Good luck.

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Sears double oven just brought - does not work

We brought a 3, 000 double oven from the Sears Outlet, Sears came and installed it. The oven doesn't work and we call the customer warranty line and no one can help, they have hung up on us several times, we have been on the phone for several hours no help. We paid 300.00 for Sears to install the oven plus delivery fees and haul away cost. Now we have no oven and no one to help us get our money back

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Sears sears warranty repair nightmare

On January 6th 2010 we requested service on our 10 month old Kenmore refrigerator freezer from Sears. Our second warranty repair.
This time the unit blew out the control panel which regulates the temperature and the unit was already warming up.

After speaking with the scheduler I was told the soonest we would see repair would be the afternoon of January 14th (8 1/2 days later.)
I explained that this was a problem as our perishables would be destroyed in a few days and we required the refrigerator to cool insulin and another drug used by a kidney dialysis patient. The agent put me on hold and insisted that was the best.
When I asked who would pay for the lost food I was told that there was a $250 refund available under warranty. I was told to ask the technician for the form and to fill it out and return it at the time of the repair.

Since I had 8 days to wait I did my best to expedite the service in the meantime.
One individual (who worked in local repair) said that some areas were backed up two-three weeks and I was lucky it was just 8 days. Hardly a selling point and as my food was melting I felt anything but lucky.

If I would have been told at the time of sale that this type of dreadful response was normal I would have left the store instead of buying the unit.
I would assume 99% of your customer base would do the same.

i began researching complaints made by others online and saw that there was an email address that kept recurring [protected]@searhc.com. Whenever they found a complaint online they posted a cheery little response advising disgruntled customers to work with them to resolve the complaint. I emailed my problem

On the 6th day of my wait [protected]) I received a phone call.
A rude individual by the name of “Edwin C.” called to help.
His take on helping was that he would call me back after the original repair date to make sure that they fixed it. I explained that this wasn't helpful but if I needed any help filing the food loss claim I would keep his number.

He then informed me that there would be no compensation for the hundreds of dollars worth of food that melted. I explained that I had discussed this on my original call and had mentioned it in subsequent calls to expedite the repair.

He said they were wrong and we would have to assume the loss.
Naturally I was irritated and when I expressed my irritation he finally offered two options.

1) He would send us a check for $100.
That was better than nothing but still unacceptable. I wanted what I was promised and $100 didn’t come close to paying for our loss.

2) He would give us a 2nd year of warranty for free.
This wasn't helpful as we already had a free 2nd year of warranty service because we purchased it with a Visa card that included a double warranty up to one year. Besides who in their right mind would tolerate service delays like this twice?

He said that was all he could do and I said I may take this issue to small claims court. At which point he told me "If you're going to take that attitude I'll hang up on you.

Before he hung up he promised to follow up with me following the repair on the 14th to make sure I was pleased.

Further efforts to expedite the repair were useless.

January 14th finally arrived and the repairman came as promised at 2:00 PM.
Although I described the exact part that failed the service tech didn't bring one on the call. He was however helpful enough to check with a local supplier in Dallas who then couriered the part the same afternoon. He promised to make one other call then swing back and fix it shortly after 5PM

The parts arrived at 5:15PM
At 5:20 I received a call from the tech who apologized and told me that he was told he could not return until Monday January 18 to complete the repair so we would have to wait another 4 days without refrigeration for our food and medical supplies. The routing department in Ft Worth said he could not come because they would not pay the overtime. (15 minutes to complete the repair.)
I asked for the name of that individual to call and was told she was gone for the day but was given the number.

As a last resort I spoke with the local Sears store (previous calls were unsuccessful) here in Plano and spoke with Patrick who is the Appliance Manager. He pulled strings and got the call rescheduled to Friday (Jan. 15th) and apologized profusely.

The next time I spoke with "Sears Cares" Edwin called me on January 18th and asked if I was pleased with the service. I told him in no certain terms I was extremely displeased and would never buy another product from Sears.

He insisted the service was done as promised on Friday.
I corrected him because his notes were again incorrect – the promise was Thursday and then later Monday.
I reminded him that he didn't bother to follow up on Jan 15th as promised and he had done absolutely nothing to help alleviate the problem.

Then the lies continued. I asked to speak with his manager. He informed me he was THE manager. I asked for his last name. He advised me he "didn't have to tell me". I asked who he reported to and he informed me it was Bruce Johnston the CEO of Sears. I told him I believed he was lying to me. Silence on his end. I asked if the CEO did his performance review. After a lull he said "No, that's done by the Board of Directors" another obvious lie. I asked again for his manager's name or to be transferred he said he couldn't because he didn't know his managers phone number.

This has been the worst service experience of my life.
I will never buy another Sears product and will warn everyone possible that they should consider my experience before spending hard earned money with Sears.

After researching other people's complaints online I realized how much the service at Sears has degraded. As one person put it "They're not the same company your parents bought from". That is so true.

I worked at Sears scheduling service calls when I was working my way through college. In that entire time I was never asked to be transferred to a manager because this type of response was unheard of and wouldn't have been tolerated.

Sears is one of the largest resellers of appliances in the world.
To expect customers to wait 12 days to fix an in warranty refrigerator-freezer is ludicrous. To expect warranty customers to absorb the loss of food on top of that just throws salt in the wound.

Don't do as I did and trust these jerks, you'll regret it just like I do.

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Texves
The Colony, US
May 18, 2010 12:37 pm EDT
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I have a similar customer service and fridge story. I'm close (in Frisco), and the folks at Stonebriar aren't being much help.

Did you ever get anywhere with them?

Sears / Ge Profile — replacement of a lemon fridge

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ThaddeusR
Hanover, US
Jan 27, 2010 2:36 pm EST

Yep, they stink. I had a purchased a ton of items from then when I moved into a new house. Washer/dryer, big screen T.V., lawn mower and even a treadmill.

The washer broke on its second use, spraying water throughout the basement. They came out and "fixed" it two days later. The next use it broke again, doing the same thing. Another call was placed to service, and they said it would take a week to look at it. With a new baby at home and a lot to wash, it wasn't acceptable. Service said basically I was S.O.L.

I looked at my receipts and they all said 100% satisfaction or your money back. It felt great when the truck pulled up to take ALL of my items back. I took the $3, 400 I spent at Sears and used it at Lowe's and Walmart.

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Sears cooktop installation kit

I am in the process of having my kitchen remodeled, and purchased a Sears induction cooktop. When they went to install it, my contractor saw a recommendation in the instructions to use a 'Granite Countertop Kit' if installing on granite. We looked it up online, and found it for $92.08 at Sears Parts Direct, but there was no description of what was in the kit. We chatted online with Joyce, who couldn't give us any more information than we had. We spoke with a customer service rep, who also told us that he had no idea what was in the package, but that we obviously need it if installing on granite! I asked to speak with an installer, who would certainly be familiar with the installation kit, but that is apparently impossible unless you are paying him to do the installation. I had purchased the cooktop 2 months earlier, no one asked if I was installing it on granite, and there was nothing on the box to indicate I needed an installation kit. Then they wanted to charge me $40 for expedited shipping! I got them to waive the shipping cost, after some cajoling. The kit arrived, and contained one 300ml tube of Silicone sealant ($5.44 online) and 6 L-brackets! You're supposed to choose the 2 that best fit. (Two were already in the original cooktop box, and my contractor said he couldn't use any of it, anyway.) With tax, it was $98.54! So, they insisted I purchase an unkown kit for $100, which proved worthless, and contained about $10 of product. No wonder no one was willing to admit what was in the kit!

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Sears damage of floor during delivery

Has anyone ever dealt with Sears, and having damage done to house while
they made a delivery? Trying to deal with my small local sears has not been easy.
Does anyone have any suggestions, or know of how to surpass my small local Sears, and go to a higher level? Any suggestions on how to deal with this most effectively?

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Sears sears credit card

This evening I called customer service dept. regarding a $45.00 charge that apparently is now being applied to Sears charge accounts as an annual fee. My father who is 85 and very ill with Parkinson's Disease is not able to verbally say that he no longer wants the card, and even though he has not used the card for years, my mother who is able to say that they know longer need the card, was also not able to close it out over the phone. We were told that it would be necessary to send a power of attorney paperwork to Sears and then they could do it.

I feel that this is terribly wrong, to put older people through this. Also, how unfair of them to charge a $45.00 annual fee for someone who has not used the card in years. I wonder how you can get away with that...and hopefully when some of you are older, you will not have to go through this type of stress.

Anyway, we will go through the hassle of the paperwork, as we were told that if we did not pay the bill we would be sent to collections...so "Kennedy" the supervisor who might be reading this now, says. He also says there is no one higher than him to complain to...so we will comply, although, there truly must be someone else who oversees his department.

My mom no longer wants anything to do with Sears, and I too, will cancel my Sears card as I do not want to go through this hassle someday myself.

J.Hobbs

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Sears eliptical received not what ordered and paid for originally

I ordered a Schwinn Eliptical in the beginning of January worth $1500 at 1/2 price, so $850, incl. taxes. They called today and said it was ready for pick up. I went to get it, they put it in my trunk and I came home. My husband was going to take it out of the car, when i noticed it was the wrong item. I called them on my way back to the store. They told me that they substituted it for another brand because what I ordered they couldn't get. They gave me a Natulis worth $999 and now selling for $749. Do the math. Anyway, the store manager was a ###. His english was poor and he was an arrogant, little chinese man, that could only say that I should go on google to see that this one is better. After the millionth time, saying that's not the point, that they should have told me that i wasn't gettin what I ordered at receiving. It was totally unethical of them to throw some piece of ### in my trunk instead of giving me what I ordered. His two little ### sales ladies came out and ignored the whole thing, saying it wasn't their fault that it was the manufacturers. Who really cares, I gave them $850 didn't I? Sears gladly took my money didn't they? So now I'm left with a poor quality product...yes mr. ###head, I googled it...and yes...it's a piece of ###, like I said. At the end of the day...I will NEVER BUY ANYTHING FROM SEARS. Pay an extra $20 and buy your products elsewhere.
In the line, there was another customer who had the same problem. He was sent his a week ago, so they store DID know that there was a problem, but instead of taking their thumbs out of their ###, they keep putting the product demo on the floor and in the flyers to con more consumers. Be aware, SEARS SUCKS ###, it shows on the Sales Managers breath!

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Sears non approval

I tried to apply for a credit card, a card that you only can use in the store. The online service just puts you on a halt and sends you a messege saying they will decide if you get it or not, and you know that is bull and they will not give you a simple card from a place called Sears. Their system and the way they created it is very strict and is not very user friendly especially the online site. Their customer service is awful. I wish things will just lighten up there. It's like you are calling the Navy Exchange and you have to be in the Military to get a Sears card.

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Sears shoddy product

My microwave is 3 1/2 years old...used for heating & defrosting only. It is like new, however, it will not heat. Sears told my husband it was probably the magnetron and it was under warranty and they would send out a repairman from A&E Applian ce Repair. He came out on January 21, 2010 and informed us that it would cost us $60-$90 to give us an estimate of the problem. If the broken part is in deed under warranty, it would cost us $193.00 labor to fix it. The cost of the part is approximately $94.00. This is highway robbery. When a car is under warranty they take care of parts and labor. Usually labor is more expensive than the part that is broken. This defective part is Kenmore/Whirlpool's fault not mine and I do not feel we should pay the labor to fix their shoddy appliance. I am retired, living on a fixed income, purchased this new house so as not to worry about replacing old appliances and now our microwave does not work due to a defective part. I live in a new neighborhood and all the residents have the same appliances and I am telling everyone to be aware of this shoddy product. We declined A&E's service call to fix this microwave. Believe me, I have purchased a lot of products from Sears but I can promise you I have purchased the last one. Shame on you Sears and your lousy warranty!

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Sears waiting 6 weeks for refund

I have nearly exhausted my options for getting the refunds due to me and you have definitely lost a very loyal and good customer.

I placed two different orders that were guaranteed to be delivered by christmas. Neither of them were, putting me in a very difficult position for finding replacement gifts the day before christmas. The entire reason I placed my order through sears adn kmart online, was the christmas delivery guarantee of the (At that time...in stock) merchandise.

When I discovered I would not receive these goods, I immediately requested a refund. To make a long story short, I have requested by phone, a refund, over ten times! I even contacted "escalated" customer service at the corporate office of sears and spoke with a representative named michael, who assured me that he had personally taken care of it this time and that the other nine times I had made contact and been told my refund was being processed, there was apparently an "error" of which no one ever informed me.

Michael called me back tuesday to check on the refund from my end. I told him "no refund, no change in order status" etc. I asked him to call me back today to follow up, yet again. I have not heard from michael, nor is there any change to my order status, bank account, refund, etc.

This is not what I expect from a large company like sears or kmart. I received all my refunds from walmart, the very next day! I received refunds from mail order items that were incorrect from other very small companies, within 3 days.

My first order was mid december. It has been nearly 6 weeks, since my first phone call. I have spent over five hours online, on the phone, etc trying to get my refunds for the following order numbers:

[protected]

[protected]

This is ridiculous. I expect to see my refund money in the bank on monday or I will ask my neighbor, who is a reporter for nbc to do an expo story on this, as I am sure I am not the only one. I wouldn't think, in these tough economic times you would treat customers this way or would welcome the kind of negative publicity my case would bring to your online business. It won't bring your company down, but it won't do your reputation or your economic growth any good, trust me.

I work hard for my money and was careful where I spent it this christmas. Sears and kmart both let me down, broke their word about christmas delivery and now have stalled in a completely unprofessional and irresponsible way in refunding my money for items that were never sent. You make interest off of the money you have used of mine for the past 6 weeks, I lost interest on it and the ability to take advantage of current deals as my funds are tied up with you.

Make this right immediately. This is unnnnnnreal.

Kym helms

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mrb14
Powell, US
May 17, 2014 1:10 am EDT

I had a layaway order cancelled by Kmart 10 days ago. I had to make three phone calls, start a live chat, and send three emails to even find out if I was being refunded and when. When I went to the local store the layaway was held at for information I was told to contact the corporate phone number that the store had no information. When I called the corporate number and contacted email support I was instructed to talk to the local store. It took contacting Kmart 7 times to get the information I requested. I have been told I would receive my refund of over $170 anywhere from "immediately" to 14 business days. My card company said they legally have 30 days. I will be filing with them if I don't receive my refund in 20 more days.

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tenzind
, US
May 13, 2014 12:22 am EDT
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Sears, kmart, lands end are owned by jewish owner Richard Warren Sears. The company is trying to recoup some monies from its struggling business by establishing a standard business practice of holding refund monies due to customers for at least one billing cycle of bank and earn interest monies, to add asset to the company's fund. In short, if you are sure that your purchase will be problem-free: 1) won't break up within return period, 2) company will deliver correct item ordered, 3) item won't arrive damaged, 4) item will arrive in complete form without missing parts, 5) you won't return, 6) you have time to spend days and hours of endless conversation with literally non-customer service, 7) you are rich to just let them keep your monies, then go ahead and shop from them. Otherwise, listen to what I and others learned painfully.

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jeaniene
Riverside, US
Feb 01, 2013 11:42 am EST
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I am in the process of going thru the exact same scenario over 25.00 and some change. This all started Oct 26, 2012. Sears takes your money and gives you the run around.

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jeaniene
Riverside, US
Feb 01, 2013 11:40 am EST
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I think that all the people who did not get their refunds from Sears should bring a class action Lawsuit against them Including them to pay for lawyers fees and reimbursement for all our time spent to try to get our money back...

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CKO
Edmonds, US
Feb 04, 2010 2:05 pm EST

I am in complete agreement...Sears obviously has a break down in chain of command, and has employees in customer service making excuses for thoses in charge which are obviously hiding out at corporate office in an office not open to dealing with a customers issues. I have had contact with them since I placed my initial order on Dec 10th 2009..wating for a $54.00 refund in my account. They were quick to take the money, quick to let me know the product was out of stock...and then the problelms began.
I get stories of how I must be patient because it takes a period of 2 to 3 days, then I got 7 to 10 days, and finally my last ETA was 3 days to 3 weeks...still no refund.
I have talked to On line Customer service, National In Store Cust service, ...was told it had been sent for processing at least 6x's...told there was a breakdown because the request went to a store in regional warehouse...and another unidentified department. I also got that there was a new process in programing and that was a reason..the excuses abundant...I have spokent with a very polite Shawn who guaranteed quick response, Rebecca (On-line CUst Care)who said it was in process, Laura who said it was not her job (National Cust Care), Tiffany(on-line CUstomer Care), Ranall, Alan, and today Valerie (on-Line CUstomer Care)...Another promising promise...this time she gave me a Confirmation # and a 3-5 day waiting period. She apologised profusely...and great customer care traits. We shall wait once more.

Sears In-depth Review

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

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

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

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

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

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

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

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

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

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

How to file a complaint about Sears?

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

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

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

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

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

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

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

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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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