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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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K
8:16 pm EDT

Sears kenmore refrig

Last summer I purchased a $1500 Kenmore Elite refrig This went against my better judgement as I previously purchased all new kitchen appliances from Sears and had the motor replaced in the dishwasher, a new stove brought in because the convection failed and a refrig that knocked and was told that was normal. But I try to support local businesses.

So less than two weeks ago it died. I lost all of the perishable food inside and have a warped wood floor from the ice maker leaking water all over. I made an appointment and the tech replaced the compressor. That was on a Monday after waiting all weekend. By Wed. it began failing again. Once again food was lost and water was on the wood floor. After calling numerous times and reaching all levels I was told no one could come until April 2. Not acceptable as it was Easter weekend and I had a house full of company arriving. Corp Sears Customer service was the one who told me no appointment before Easter. All day Thurs I called the local appointment number and finally they found an appointment for Friday. That repairman told me the new compressor was not completely sealed in and addressed the issue. Three days later I open the refrig and it is warm again. More lost food and more water on a ruined floor. Once again Corporate Customer service told me no appointments for days. I called the repair number and got one the next day. So the repairman came today and told me the first repairman put in the wrong compressor because he was give the wrong numbers by the consultant. So the compressor burned out taking the refrig with hit. He said he would order new parts and it would take two weeks.

Are you kidding me that at this point you dont offer me another refrig or a temporary one! I have called all numbers to exhaustion. I even called LG who makes it. They said they could get me a refrig sooner but Sears needed to give them that directive.

None of this is my fault. It isn't my fault LG makes junk compressors or that people put the wrong one in and it blows out the refrig. But you want me to trust keeping this all at a cost of $2500.00, a wood floor which I will claim and have my insurance company go after Sears and hundreds of dollars in food that had to be disposed of.

The store in Green Bay is going out of business, and you cant offer a floor model or anything? I have a family to feed. I don't need this. I have taken three half days off of work to address this and spent hours on the phone with people I can barely understand or that understand the situation.

I need a refrigerator. It can't be that difficult to replace when LG told me they will do it. You want me to trust more repairs. more parts in a refrig that has shut down three times?//

This is insanity!

I want to know if any of the Sears executives would tolerate this in their homes! I have never come across a company who does not stand by what they sell as much as Sears. What a shame.

I want a new refrig delivered tomorrow. It is possible! The three service slips from the repairs are going to equal the cost of the refrig. How much more money do you want to sink into this?

I have sent emails and spoken with 19 different workers the past two weeks. And not one single call back or offer of a resolution.

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8:11 pm EDT
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Sears heat pump

Long story short my mother has a protection agreement with Sears she has been without her heat pump since December 20, 2017. It is now April 3, 2018 and the part is still on back order. My mother is an 81 year old widow. I have been calling since December to try and resolve this matter even sent a formal complaint to Sears headquarters and what do they do but to give my number to someone from the Philippines who did not have the first clue how to help me. I can provide dates and people that I have talked to. I'm to the point of handing it all over to an attorney. We live in Louisiana where we fight heat and humidity. I'm just shocked at the lack of care that this company has shown. My parents were firm believers in Sears and their warranties for over 30 years they never have a problem taking their money.

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1:29 pm EDT
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Sears kenmore refrigerator

Purchased a refrigerator in May 2017. Freezer started to thaw items around November. Called for service, took 3-4 weeks to get repairman to come. We have had a serviceman visit 7 times and replace one particular part 4 times. Last visit was March 30, 2018 and the freezer is still not holding a freezer temp. My husband called the service number again today and the representative hung up on him. He called back and asked to talk with a supervisor and she would not let him talk with anyone else . She indicated they need to send another serviceman. My husband is very disappointed in Sears and will never buy another thing from Sears. We have bought all our major appliances from Sears in the last 40 years. Can someone please help us get a working refrigerator/freezer. Contact #[protected]

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Update by Gale Ann Kelly
Apr 05, 2018 9:43 am EDT

Sears is where I purchased this refrigerator. This is who my contact is for the 1 year manufacturing warranty. I purchased in May 2018 and the freezer was fine till November 2017. That is only 6 months, not all 4 seasons. This refrigerator is not sitting out in the environment where the ambient temperature is constantly flexing. I have records of this and can prove this out. The manual says “ for additional instructions on garage installation, refer to “Setting the Temperature Controls” section. Hum...this sounds like it can be put in a garage. In the setting temp section the only reference it has to cold temp is...”Sustained exposure to ambient temperatures below 39 degreee may result in freezing of food and beverages stored in the refrigerator section.” That is not my problem with the freezer and it has never reached below 45.1 degrees in it’s location.

Update by Gale Ann Kelly
Apr 04, 2018 10:34 am EDT

Today 4-4-18 a service man came back, called the STAC person, service man said he was advised to tell me “move the unit inside the home to stop temp flexing”. They are saying this unit came not be in temps below 40 degrees or above 80 degrees. Our manual says “do not install refrigerator where surrounding air temperature may fall to 39 degree F or below. Or above 110 degree or above.” The location of the refrigerator is in the garage, on two inside walls, and since December we have been logging temps in the refrigerator, freezer and two locations in the garage and it has never been below 54.1 in the garage. A month ago my husband has added 3 data logger ambient gauges, one in freezer, one in refrigerator section and one outside refrigerator on top of refrigerator, which takes a reading every 5 minutes and still the temperature in the garage has not fallen below 39 or 40 or about 75. So...moving inside makes no sense to me. I have now found a Sears complaint phone number and am trying to make contact.

Update by Gale Ann Kelly
Apr 02, 2018 9:13 pm EDT

Did you receive the model and part number?

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General Service
, US
Apr 04, 2018 6:31 am EDT

You responded, "Did you receive the model and part number?"

I haven't seen anything further that you've posted.

G
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Gale Ann Kelly
, US
Apr 04, 2018 6:58 am EDT
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Model 253.[protected]

Part 46 253 [protected]

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G
General Service
, US
Apr 05, 2018 12:01 am EDT

Hi Gale.

I'm sure I can help, but I think you've already answered the question. I'd like to explain.

There was a day when you could purchase a fridge or freezer and place it just about anywhere you wished; in the kitchen with very limited room around the cabinet for airflow or in a garage where temperatures absolutely fluctuate more simply because it's a non-climate controlled environment. It's a simple thing to understand that in the summer, the garage can easily become stifling at well over 100 degrees then, during winter, temperatures can easily plummet to well below the freezing point. The compressors, many decades ago, were not made to be cost effective or energy efficient and, therefore, could handle just about anything. Unfortunately they also used energy like it would last forever. Now, however, the cost of energy has risen significantly and manufactures are required to produce refrigeration units that use far less power. This means the compressors are significantly smaller.

So what does this mean to you? Remember you purchased this unit nearly a year ago. You've been through a series of four separate seasons during that time with a unit that was not designed to work within a garage. For the most part, you'll find this same thing with just about any other manufacturer's refrigerators, bar one; that being some Frigidaire models. There are some Frigidaire refrigerators which have offered garage kits to help regulate the thermostat during the colder spells. It does not, however, protect the unit during the hotter seasons. Frigidaire has actually started to remove this kit option from many of its units because they have found they don't work quite as well as originally intended.

My recommendation would be to find room for this fridge someplace in your home where the temperatures are regulated. Getting angry at Sears or Kenmore which, by the way, doesn't make anything with their name on it, doesn't resolve the problem. Nor will replacing the fridge with a different one. You may luck out and find it will last a little longer without initial problems but, rest assured, any refrigerator you place in a garage, especially in your area, will shut down prematurely.

The good news is that you're now more educated about what the issue is and how to avoid it from continuing it to happen.

G
G
General Service
, US
Apr 08, 2018 6:16 am EDT

You responded, "Sears is where I purchased this refrigerator. This is who my contact is for the 1 year manufacturing warranty. I purchased in May 2018 and the freezer was fine till November 2017. That is only 6 months, not all 4 seasons. This refrigerator is not sitting out in the environment where the ambient temperature is constantly flexing. I have records of this and can prove this out. The manual says “ for additional instructions on garage installation, refer to “Setting the Temperature Controls” section. Hum...this sounds like it can be put in a garage. In the setting temp section the only reference it has to cold temp is...”Sustained exposure to ambient temperatures below 39 degreee [sic] may result in freezing of food and beverages stored in the refrigerator section.” That is not my problem with the freezer and it has never reached below 45.1 degrees in it’s location."

Hi Gale.

I wish I could help convince you otherwise.

It's a fairly well-known issue in today's market that fridges and garages don't always mix well. No one is trying to suggest you're placing it in the middle of the barren tundra, but it doesn't need to be in order to experience temperature related problems.

Might I ask a fairly simple question? Do you have some form of air conditioning in your home that you use during the summer months? Do you have some sort of heating device that you use within your home at times during the winter months? Sure you do. It's a rather rhetorical question, I know. But temperatures fluctuate and, unless you pay to control the temperatures within the garage, they fluctuate there too.

Admittedly, the garage may not be your only problem, but I guarantee it's a problem. Using any current fridge in a non climate-controlled environment is a crap shoot at best. Many manufacturer's warranties are voided once they're used within a garage.

If you're determined to use the fridge within the garage, you'll eventually come to the conclusion to replace the fridge, I'd highly suggest looking specifically at the Frigidaire models which are 18 cubic feet or smaller. You'll want to make sure a "garage kit" exists for the exact model of fridge; purchase it and have it installed.

Or you can try taking the suggestion of your service tech and myself by trying to move the fridge within the home. Look at it this way: what have you got to lose? Either the fridge will still have problems, pointing to other issues or it will resolve the problems which indicates where the problem really was all along. Either way, you win.

Just something to think about.

G
Author of the review
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Gale Ann Kelly
, US
Apr 08, 2018 7:36 am EDT
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If that is your stance, then we will be contacting Consumers Affairs. Thank you .

G
G
General Service
, US
Apr 09, 2018 4:43 am EDT

If you do, please report back. I'd like to know what they say.

Many thanks.

G
Author of the review
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Gale Ann Kelly
, US
Apr 09, 2018 7:02 am EDT
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Will do.

G
G
General Service
, US
Apr 02, 2018 7:25 pm EDT

I'd be glad to assist.

Can you provide the model of the unit and, if possible, the part which was continually replaced?

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S
12:38 pm EDT

Sears sears automotive center | memorial city mall | houston, texas

Good afternoon.

In June of 2017 I took my 2013 Honda CR-V into the Sears Automotive Center at Memorial City Mall in Houston, Texas for an oil change and tire rotation before heading out on a road trip to Florida.

I was informed that in addition to the oil change, I also needed an alignmnet and new rotors on myfront-end brakes. Time was very tight for me that day and I elected to have these issues seen to at a later date.

This past Wednesday, I took my vehicle to NTB for an oil change and tire rotation and asked that they perform an inspection on my tires and brakes as I had been previously told that I needed an alignment and new rotors.

NTB came back and told me that neither repair was at all necessary and that they were very glad that I followed my intuition and held off on the uncessary expense. When the NTB associate asked me whom had told me that I needed these rather costly repairs, I told Sears at Memorial City. He response to me, "they are liars and theives, promise me you'll never go back there. That's why I quit working there, I got tired of lying to the customers all the time."

I'm disgusted by Sears Automotive Center's unscrupulous and deceitful business pratices and I will never step foot in another of your automotive centers. I will never trust the Sears brand for any of my automotive not household needs.

Y'all should be ashamed yourselves.

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5:21 pm EDT
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Sears repair of my kenmore refrigerator ice maker

Sears Home Services sent a technician to my home to repair my ice maker on March 21, 2018. After fixing the ice maker I signed the receipt on his electronic gadget paying $325.63. The next day I went to pay some bills from the account I paid Sears with and saw that they had billed me TWICE. I am out $651.26! Sears says they only billed me once, however, and told me to contact my financial institution, I contacted them and they told me I had to get resolution from Sears! I live on social security and I can't afford to be ripped off for $325.63! Hopefully somebody can help me?

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3:45 pm EDT

Sears wrong order and exchange made difficult and poor service

I have literally bought premium appliances from sears in the last 10 years and they don't know how to treat their loyal customers. Their outsourced Philippines office is a disgrace similar to other complaints. I ordered a dryer online and they auto opt me in for an electric dryer without asking if that's what I wanted. When I try to return it they are throwing policies when its brand new and I'm willing to pay a difference. Where are the litigation lawyers, count me in for a class action law suit! One person says they will help, the next says no. They wont even talk to you to resolve your issue!

Go somewhere else, don't support Kenmore. They just want to make money and its no wonder they continue to lose revenue and customers. Where are the executives, are this just as ignorant and oblivious to the bad service and bad reputation? BBB complaint: Your complaint has been submitted and assigned the ID [protected]. Case # 5608981.

Bye Sears, I'm cancelling my pending order, my credit card and never going back!

Martha T

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General Service
, US
Mar 24, 2018 4:15 am EDT

Hi Martha.

I'm sorry to hear of your concerns. Hopefully I can provide some insight that may help alleviate your frustrations.

You are correct in understanding that dryers are produced in one of two formats: electric or gas. What you should understand is that the units are in no way the same model numbers; they are produced with one model number for electric and a different model for the gas version. In part, this is to help identify the two.

From the Sears website perspective, I may click on the option to view either "Gas Dryers" or "Electric Dryers". I may also simply key in a dryer model I'm interested in, but the model alone is specific to the unit being either gas or electric.

Hopefully this provides the necessary insight.

Assuming everything is addressed to your satisfaction, there is absolutely no reason to reply to this text.

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T
11:08 am EDT

Sears human resources

To whom it may concern,
I just recently tried applying for a job with your company on March 16, 2018. I later received an email stating I wasn't allowed to work at your company because I used to work at a sister company over 17 years ago? I know how I left that sister company and as I was told it was not under bad circumstances, and if need be I can sit down and explain what I was told. I come highly recommended from my previous employment, along with various members of management within the company. I am a highly skilled and knowledgeable person and I believe I would be a asset to your company if only given the chance.
I would just like to have a fair chance of employment with your company seeing as I have never worked for Sears, and when I worked for that sister store it was over 17 years ago.

Thank you for your time.

Tanya

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12:08 am EDT

Sears oasis washer model 110-[protected]

The washer has a problem every time I wash a load. The F1 will be there all the time. I have to stop the washer and restart it at least four times. Is there anyone that can tell me how to fix this problem. I checked on line and learned that too many people have the same problem with this model. Nobody knows why and nobody cares. Sears sold us the product and then disappeared.

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3:44 pm EDT

Sears part for a fisher & paykel dryer

I placed an order on 2/21/2018 with Sears Parts. Order number is F757731.
The charges were $61.58. The money came out of my bank account on 2/23.
I then received an email telling me the part was not available because it was on back order. I called customer service immediately cancelled the order. I was told the order was cancelled and my money would be returned in 3-5 business days. I waited 5 days and called again. I was told they were struggling to cancel the order but the part was still on backorder. I told them I had already found the part at the manufacturer and reminded them that I had cancelled the order. They confirmed that and again told me I would have my money back in 3-5 business days. I received more emails telling me my part was on back order. I called again and asked to speak to a supervisor. After a 20 minute wait, the supervisor said my order had been cancelled and please just allow a few more days and my money would be returned. Today I received an e mail telling the part has hipped. I called again and was told first by an agent, m then by a supervisor that there is nothing they can do and that when the part arrives I can return it and ask for my money back.

I have since also called corporate and received no help because I was disconnected. One month after the order was cancelled, I am still waiting for my money.

It is obvious to me that the systems you have in place for "customer service" don't work, your people seem to provide answers that are designed to satisfy a concern from a consumer, but don't fix the problem, and you give a consumer no recourse except to call constantly and complain.

I would appreciate some actual help, and I want the money you took from my account returned

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General Service
, US
Mar 21, 2018 4:25 pm EDT

Hi Lanna.

I'm sorry to hear of your frustration. Did you receive a confirmation number when you canceled your special order?

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J
12:00 pm EDT

Sears unauthorized charges

PLEASE! SOMONE HELP ME...
I CANNOT SPEAK TO ANYONE IS THIS SEARS CORPORATION.
I AM LOOSING MY MIND...
ITS TAKEN OVER ONE MONTH TO GET A WASHER DRYER...
It is impossible to get any human who can help me.
Sears delivered the incorrect dryer twice.. third time they got it right.
Now they have charged my SEARS card - when in fact I used my Chase Card.
Every time I call they pass me onto someone else.
HELP

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General Service
, US
Mar 21, 2018 4:46 pm EDT

Appreciate hearing your concerns. Was your Chase card ever charged?

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9:26 am EDT
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Sears sears mattress

Sears does not honor the warranty. They keep putting it off and sends one area to another. From the day I bought this mattress from sears online it has been bad. Excuse after excuse they try to find. I have a bad mattress that was made by sealy and manufacture deflects. Warranty still good. Sealy sends you back where you bought it. No help at all. One place to another. Bad customer service. This mattress sags, badly sewn, badly made and is not even all the way, lumbs, perhaps a bad springs it is clean and no tears but a very bad mattress.. It was stated it could be used with or without a foundation and they know about it. I will not recommend them because of the bad service. I will not buy online from them. I would like a refund or replaced with something of the amount I already paid. I gave over 1, 000 dollars for this mattress. It is the frame either for the frame has been inspected already. The mattress has been bad since the day I bought it. I worked hard for my money and just refund my money would be great. I am getting no where with this at this time. One excuse after another it is total badly made.. It is king size mattress. I have all pictures and have sent many times. It is not the frame causeing this it is a bad mattress from the day I first got it. First they tried to say it is the sheets (it is not the sheets) a good mattress does not come up on the ends then they note the sewing but it is not just the sewing, then they say it has to sink down so far and I showed it that it does way pass almost 2 inches and after all these excuses they said mattress caused by frame (I showed the frame is all good and not the cause) the frame has been inspected and recommended also and was new. It is not the frame.. It is the mattress itself. One excuse after the other. Something needs to be done just credit back my money... They know this mattress is bad. They sent me a bad mattress..

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Update by rah123
Mar 26, 2018 7:33 am EDT

I am not a scammer I am complaining about the mattress I bought and it is no good I have more pictures to prove what I am saying and I also have all details and tried and tried to call sears and sealy and no one wants to get anything done that is why I came here to see if I can get this taken care of . I am not being rude, I am not being dishonest but trying to see if I can make sense where it is being taken care of in some way for to let people know or company know more it needs to be replaced .. I have every sales, every e-mail, every picture, every thing shows this mattress is no good and I am getting a run around where they will not honor the warranty of this mattress it is under 10 year warranty and I bought it in 2016 and it is not a good mattress from the first day I received it . I been trying to tell them and over and over tell them . They know it is a bad mattress or they would not blame it on other things causes it to be that way .. it was from them and it should be taken care of. come to find out the label on the mattress is from a store they closed down (see in pictures) I ordered this on line . this is what they sent me not as it was advertised to be . or up to what I ordered . for some reason I cannot on here add more pictures or I would . But I have sent to both sears and sealy pictures . Lots of them.. they know and still they are over looking .

Update by rah123
Mar 20, 2018 5:13 pm EDT

I am trying to add more photos but for some reason it is not working .. message me if you want I will send you lots of more photos . even the ones I sent the company . they know this is a bad mattress .

Update by rah123
Mar 20, 2018 5:03 pm EDT

I am trying to download more photos . will continue to try

Update by rah123
Mar 20, 2018 4:55 pm EDT

Take a better look I have more photos. If I can post them I will do that. To understand the issues.? I have mentioned many times. It is a bad mattress that does not hold up well. It is badly made and uneven. Sinks more in some spots than others, is uneven and sewn which causes it to be higher in one area than the other and many more. The springs even feel like it is bad in it but it has no tears so I do not know but it sure looks like it.. I will try to post more pictures.. Yes you are missing something.. Good customer service.. Send someone out here and let them see for themselves.. Then believe them..

Update by rah123
Mar 20, 2018 8:32 am EDT

The mattress they know is bad but keep trying to find excuses for a reason so lastly they say the frame. Everything I mentioned that was wrong was wrong the mattress is total bad not caused by the frame.. The warranty is to be good but they keep putting it off.. From the first time I bought this it was no good and I told them, I even messaged them, I even called them.. They send here and there and call here and there and message here and there. I have been run around and they say will take care of in the beginning and then do not follow through and then over and over being over looked.. Why they do this to my thoughts is they just hoping someone will give up and they get by with this. That is so wrong, so bad for a business. To keep a business going is to have good customer service and I do not see this is a good service. I need this mattress taken care of because it is bad and they knew it was from the beginning. It is not up to what it was to been as told when bought.. Yes a person can pick or choose what they want in firmer or not but it is not as it was that was chose and it was not to the standards of it was when told it to be made.. When received this mattress it was bad. They was told and over and over this is a bad mattress.. The mattress I ordered was to be new and well made. It is not well made. Note a good mattress should last longer and good things would be mentioned to make better sales. This one is not good and is not well made.. It is a bad mattress. Over and over and to be known this mattress is bad and badly made and is not as mentioned as it was to been. Simple when one gives over a 1, 000 dollars for a mattress should be worth a good night sleep, this mattress is not a good mattress.. It is badly sewn, it is badly made, it is not even (look at the pictures) it is not a good mattress.. It is totally bad.

Update by rah123
Mar 19, 2018 9:27 pm EDT

take a good look at these pictures

Update by rah123
Mar 19, 2018 7:11 am EDT

check the tag on the label also is more information .. that store was closed now? they sent me the left overs that was to been new and in good shape and was not ? I DID NOT ORDER LEFT OVERS ? I gave over 1, 000 dollars for this mattress and it was to been NEW and good shape and advertised as comfortable .. it is NONE OF THIS .. FALSELY ADVERTIZED ..

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General Service
, US
Mar 20, 2018 8:12 pm EDT

You responded, "I am trying to add more photos but for some reason it is not working .. message me if you want I will send you lots of more photos. even the ones I sent the company . they know this is a bad mattress ."

With respect, am I to understand that you now agree that there really is nothing wrong in the photos you've provided? I just want to make absolutely sure we're being thorough.

The problem is fourfold based upon the facts you've provided:

First, you've insinuated the retailer is responsible for the manufacturer's warranty. They are not. Even though the retailer can act as a service provider for the manufacturer, they have to comply with the manufacturer's guidelines.

Secondly, you've insinuated that the photos show some evidence of the mattress being faulty. They do not. If anything, knowing these photos should show the very worst, the photos show the mattress to be in good condition.

Thirdly, you've insinuated that the mattress is clearly old stock. Again, the photos actually show this is not the case. You did not receive any form of "left overs."

Forthly, you've insinuated that the net outcome should be a full refund. Even in the case the mattress was found to not comply with required specifications, the process is to exchange the mattress, not refund.

Please forgive me if this comes across as harsh; it's not meant to be. It is meant to be direct so there is no more miscommunication. It would appear as of you've just found you do not like the feel of this particular mattress. That is okay, but it is not the fault or responsibility of retailer or manufacturer. If you have kept the mattress clean, why not offer it for sale locally? One of your community members will get a great deal on something lightly used and you can reselect into a model that more suits your likes.

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rah123
, US
Mar 21, 2018 6:19 am EDT
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No no no do not put words in my mouth. I sent pictures as I could and I do take good pictures when I can and the camera lets me. there is things wrong with this mattress. these are only part of the pictures I have taken and there is more if I could post them. the mattress is bad and the pictures show the mattress is bad also., I never said anything about old stock I said I believe as the label stated it came from a store that is already closed it seems. if these are not left over from a store closed then why is the label from there? it is still on the mattress? if they will not refund my money then just send me a new mattress (a new one). the same price I already paid? I have contacted both places the sears and sealy and sealy sends me back to sears and they say sears has to take care of it.. that is what I doing going back and forth and finally sears admits in an e-mail I have that it is to go through them the mattress department. I have done everything requested and nothing is getting done.. nothing to do with the what you say about my touching this mattress as a (feel) it is a bad mattress, badly made and not holding up as it should simple as that. as I mentioned it is always seems excuses after excuses to find something to not want to replace or refund for this mattress? it is the fault of the retailer for selling a bad mattress that should been inspected a good mattress. and it is the fault of the manufacturer for not making a good mattress up to standards. no good deals when it was to been new and new price paid for the mattress and details was not as it stated it to be. sealy claim number is ts393132, sears claim number is 5500085... I have also e-mails sent from the first time I bought the mattress and up this year also sent to them all they requested. each time more and more I have a lot of phone numbers also. chat sessions also.. last number called was [protected] mattress department — last e-mail was rrpos@searsshc.com... anyone can come out here and see this mattress and take pictures and notes.. yes I forgive you but there is nothing harsh. my details as a customer I try to explain this mattress is bad and should had not been sold or sent out.. simple as that it seems here you are not understanding or just look for things to catch a wrong word mentioned. the fact is this mattress is bad and it is still under warranty (see when I bought it) and it should be replaced with a new good mattress that should be as it is mentioned to be new and up to date with good service and well made., or just give me my money back... I have a lot of phone numbers I called if you want them. I have sent lots of pictures that I sent and can be seen in all the e-mails I sent them. now after a long wait the mattress is considered bad, when they try to blame the frame for doing it which it is not the frame from the first time I bought this mattress it was bad. the frame has been inspected and is in great shape the frame is made for this kind of mattress also.. plus the label on the mattress states also it can be used with or without a foundation.. a good mattress should hold up.. it is a bad mattress sent to me and it needs replaced with a new one or give me back my money I paid. (no one gets a good deal on a bad mattress..) that does not make any sense...

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General Service
, US
Mar 20, 2018 3:47 pm EDT

You responded, "take a good look at these pictures"

I've studied the photos. Please clarify if I'm missing something, but the photos look really good. I would think it's why the mattress fits within the higher standards. I'd really like to understand the issue(s).

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rah123
, US
Mar 26, 2018 7:44 am EDT
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Replying to comment of

I do NOT SCAM people . the mattress is not good look where the label is how it is folded over and the crooked mattress sways uneven and higher one area than the other, I also would like to post more pictures to prove my point but for some reason they do not show up I do not know if it is alimit or not on pictures but I will say I do not scam people and never will . I was sold a bad mattress and that is why I am complaining because it is not getting taken care of and replaced with a good one or my money back .

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General Service
, US
Mar 19, 2018 9:23 pm EDT

You responded, "check the tag on the label also is more information.. that store was closed now? they sent me the left overs that was to been new and in good shape and was not? I did not order left overs? I gave over 1, 000 dollars for this mattress and it was to been new and good shape and advertised as comfortable.. it is none of this.. falsely advertized.."

Please forgive me if i've misunderstood in any way.

According to the tag, your mattress was produced in march of 2016. this is rather recent. is it your belief that the mattress is produced only when your order is placed? it's not unusual for any product to spend some time in warehouses.

As far as comfort, that is extremely subjective. some people prefer a softer mattress whereas others like something firmer. it's why sealy offers a selection.

Are we are correct in understanding that, according to the service tech, the mattress didn't fit within the requirements?

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General Service
, US
Mar 19, 2018 5:05 pm EDT

I appreciate the reply. I believe it clarifies a few things. In addition I'd hope I might clarify a few things as well.

Your current claiim is that the mattress was delivered in something in other new condition. However, being that this mattress is now used, this claim is beside the point.

No question that you absolutely made the purchase from Sears as a company. You absolutely did not purchase additional coverage through Sears, so Sears is not directly responsible for any such coverage. Sears, however, has the ability to service a Sealy warranty in limited fashion.

The Sealy warranty, however, does not supply refunds for a purchase. That can only be accomplished through a retailer, which the retailer will not do.

Replacement for a mattress is only supplied when a mattress fits certain criteria; in part, when a mattress has too much sag. This is not based upon a customer's criteria, but what a service technician finds when coming out to the home.

Whereas you're kept the mattress clean, have you considered selling it on your own and using the proceeds to replace the piece?

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rah123
, US
Mar 19, 2018 9:19 pm EDT
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Why would someone want a bad mattress? that is so bad you cannot sleep on it? that is so wrong to be dishonest with people.. this mattress is bad and is not a good mattress, this mattress is clean because I am a clean person and keep things clean however how clean it is it is still a bad mattress.. see all the pictures.. I gave too much for this mattress to be this way.. everything the warranty that was stated for a return on this mattress has been met and they know it is a bad mattress that is why they now try to blame it on the frame and it is not the frame.. a good mattress should hold up a lot longer as they stated but this one does not. it is so sad one has to go through so much to get things done right.. I am a christian and to try to sell a bad mattress to anyone is so wrong... to do wrong to others in selling them a mattress that is no good or left over from a store they closed down is very wrong also with out one knowing where it came from. I feel like they just ponded off this mattress on me. it is king mattress, do you want to buy it even if it is bad.? I did not think so.

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General Service
, US
Mar 18, 2018 9:39 pm EDT

I'm sorry to hear of your concerns.

This product is not produced by Sears in any way. The product is produced by Sealy and simply sold by Sears.

Is the warranty you have an additional program offered through Sears?

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rah123
, US
Mar 19, 2018 7:04 am EDT
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Yes I bought it from sears and have the order number and claim number and they know it.. perhaps they sent me a left over from one the stores they closed down and that is not good. here is the claim number and order number. 5500085 claim number. order number is [protected]. this is sears and I even contact sealy and that claim number is ts393132. and sealy send me back to sears where I bought it.. I also noticed on my mattress that the tag states the store it came from and I look and that store is closed I believed now. but I did not buy from that store I bought from sears on line. I am getting such a run around.. I even got e-mails since the day I messaged them.. sometimes they just do not answer me... so bad for business. sales check number from sears also on line is [protected]. maybe they sent me the bad mattress they got from other stores not good... I bought this mattress from sears.com on the internet. they know.. they should not sell discontinue mattress that are sitting around if that is so. my warrenty is still good and I need my money back credited.. they advertised it falsely it seems... yes I bought this from sears I still have the bill..

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4:41 pm EDT
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Sears clothes washer he3

I have a broken spider arm/drum assembly on my washer. Part is covered by lifetime warranty, but Sears says they need to have their technician come out to diagnose the problem. Representative said "that's what the warranty says". This is completely untrue and a way for Sears to offset the cost of the warrantied parts and have the customer charged for installation even if they can do it themselves. The warranty does not stipulate that a Sears technician be dispatched to diagnose the problem, I've checked the written warranty.

I would like the part shipped to me so my washer can be repaired...

I've called many times as well and keep getting the runaround. I've also emailed their escalation department ([protected]@searshc.com) When will someone at Sears actually stand up for the companies warranties? Seems to me that they're writing off good customers and hoping for new ones. Not how it works. Never had a problem with Sears for MANY years - I won't be buying from them again unless they can make it right.

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1:48 pm EDT

Sears combination microwave and oven

Sears has failed to fix my built in microwave oven after 7 failed attempts. They have either 1) not arrived during the window scheduled, 2) Arrived with 1 person, stood in front of the oven and declared that they needed 2 people (this happened twice), 3) arrived with 2 people stood in front of the oven and then declared that they needed to order more parts. Only on 2 occasions did anyone ever actually disassemble the oven to see what was wrong and then declared that they needed more parts. Some of these occasions were completed by Sears and some by their subcontractor, United Appliance Repair. In addition, today Sears was supposed to arrive between 8-12pm to attempt a final repair. The supervisor I spoke with last week had guaranteed that if the repair wasn't successful today, that I would be eligible for a new appliance under Sears product guarantee. At 1:15pm, no one had arrived and I called Sears to find out that they had rescheduled my appt window to be 1-5pm as they again didn't have 2 repair technicians available in the morning. However, no one from Sears communicated this to me and I was told by supervisor #88419 that they would 1) not honor their appliance replacement guarantee as they would not count any of the times they needed to reschedule for additional repairman or today's lack of communication about their change to our appt window. 2) She also reported that she would file a complaint against the supervisor I spoke with last week who guaranteed the new appliance. This person also refused to let me speak with her supervisor. It is very poor customer service to change appt windows without communicating with the customer and to repeatedly fail to schedule the appropriate number of repairman for a job that was documented to need two people. I can not continue to take time off of work to wait for repairmen that don't show up or stay for 5 minutes (at the end of the service window) and then leave to "order parts." The technician finally arrived for repair attempt #7 at 6:30pm and then departed within 5 minutes to once again order parts. SEARS has now scheduled me for another appt scheduled on an arbitrary date at a time they selected without communicating with me and despite repeated attempts to tell them that this isn't a reasonable time for me, responds with "we encourage you to keep that appt."
I have only owned this appliance for one year and this is the second time it has broken. I will never again purchase anything from SEARS. Ironically, every time they come to fail to fix this appliance they also try to sell me a "whole home warranty." I keep telling them that this is a poor sales tactic.

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4:30 pm EST

Sears refrigerator

Just purchased my refrigerator from Sears in Ala Moana, Honolulu, Hawaii on 2/26/18. Already have problem w/ frost around the front of my freezer. Not to mention that it is extremely loud. Went online to book my service repair appt. and was given 4/2. I get a confirmation email and then I get another notification that I need to reschedule. I call and spoke w/ Lourdes who said I had to do a home diagnosis first! So, I no longer had the 4/2 appt.!. When I told her that I already know it's something that I cannot fix (I already made sure nothing was blocking the door from closing and NO, we did not leave the door open!)and that I cannot be home to call she actually asked me "Why can't I ever call from home"! I told her because I work and I am busy AND I already know I need a service repair; it's either the seal around the door or the defrost mechanism. We booked the appt. for 4/3. THEN I receive a call telling me that I had to reschedule my appt.!
I spoke w/ Bethany now who informed my that 4/5 was the earliest they could come! By this point I asked to speak w/ supervisor so Josh came on the line. I could tell that when I spoke he put me on MUTE because it was dead silent on his end of the line. After going back and forth with him (he even told me that I did not purchase the Sears Protection! Which I just paid over $200 for )Finally he realized that because I phoned from my cell phone and not my home phone (which was the number they had on file) they had the accounts mixed up! I told him of course I'm not calling from my home because I'm AT WORK! So, after all that frustration, it ended up that I did not have to reschedule my 4/3 appt.! Well, we'll see if this appt. stands. If this is how it's going to be every time I need service, it is going to be a very rough road. I am so not happy with my Sears experience thus far.

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9:11 pm EST

Sears online parts order

I purchased parts on the 1st and received on the 28th I called then sever time and not once did they offer a legitimate answer to where my parts were. I asked for a tracking number several time and got the same answer 24-48 hours. I got so frustrated I demanded a refund and they told me NO! They said the parts have already been shipped and could not give me my money back. I was without a washing machine for a month and the worst part of the whole deal... I paid $33 for expedited shipping. I will go here from now on. www.appliancepartspros.com

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2:25 pm EST

Sears roebuck service repair and appliance warranty; home warranty for appliance

I have been dealing with Sears repair and Home Warranty with no satisfaction on the repair of my Kenmore Hotspot refrigerator. I have tried getting the issue resolved since August 2017, to no avail. They keep ordering parts that do not work and have replaced the main computer board 3 times and turned around and ordered it again. My problem is why do they keep ordering the same parts that do not fix the problem? I asked them and the technician said they have refurbished parts and maybe they could be bad. They talked me into getting a whole house warranty on August 17, 2017, when the technician came out. He convinced me that if I had to call again for anything it would be covered and if they couldn't fix it they would replace it. Well after they couldn't fix the main problem, I canceled it. But in December I got just the appliance plan warranty because after they came back 3 times I figured the warranty would kick in. At this point want to know why I have wasted money on a warranty that claims to replace the item if they can't repair it? I also want to know how many other customers of Sears has this warranty and are experiencing the same thing. I saw an elderly lady go to the news with a similar problem about 3 weeks ago and got a resolution. Sears maybe needs to be sued through a class action. I had an appointment today, March 6, 2018, between 8-12pm and no one has shown up. They called the day before to confirm the appointment. I called the service repair dept. and they had no idea where the technician was or if they can get someone else to come out. He never called to say he was delayed. I spoke to someone named so called Tobie, and she assured me someone would call me, no one did.

I called corporate office on February 26, 2018, to file a complaint about the entire issue from day one. Another technician had just left and could not fix the problem. He called it in and was told to reordered another computer board, even though he tried to explain to them that the one that was installed tested to be working properly. The part is sitting in my kitchen waiting to be installed for the 4th time and the tech has not shown up today to install it. On Feb. 26th, I spoke to Rick in the home warranty dept. because I was going to cancel the warranty, but he said to wait. He would send a master technician out and that if their master technician could not repair my refrigerator they would request a replacement. He also said that if I canceled the warranty before 90 days of receiving a replacement, I would have to repay the cost of the replacement, plus the discount given on the parts I paid for in August. A joke right?

Well no tech showed up today and I have been transferred from one department to another. I am on hold and have been for the last 30 minutes. The warranty department told me that if I canceled my contract for the warranty I would have to repay them for all parts and service I was given a discount on in August when I signed up for the warranty. I told them I wasn't paying for anything because the parts never worked and they have never been able to fix the original problem. My freezer has gotten worse since August 17, 2018, due to the over freezing and not being able to control the temperature, a crack is now going down the inside of my freezer. Today, the person I spoke with in the warranty dept., Charnell, I told her about the crack and how the problem has gotten worse, she said they can not file a claim for replacement because the original problem with the parts has not been resolved. According to Charnell, there is a 90 day warranty on parts, even though they keep replacing the same parts. There seems to be a continuous cycle to keep replacing the parts and as long as they fall under the 90-day warranty, they will not put the repair under the home appliance warranty. This is crazy and seems to be a trick way of never having to replace the item but take your money monthly for the warranty. Please help me to get this resolved.

The last person I spoke with on today, 3/6/18, 1 pm was Charnell, (probably not real name) who said she also put in a message to the quality control dept for my complaint on the technician not showing up today. She told me she called the service dept. and left them a message to contact me and that the tech could still show up before the end of the day. She also said that since the refrigerator has not been repaired since Aug. 17, 2018, the service department should show me some kind of customer courtesy to offer a resolution for not being able to repair it. I canceled the warranty today since I will never get a chance to use it according to her for this issue. They said they would mail me all of my payments back for the warranty, who knows how long that will take. But I would have to contact the service repair department to get my money back for the parts I paid in August 17, 2018, that never worked. My problem now is my refrigerator has gotten worse because of the original problem not being resolved and I am sitting here looking at a part they had shipped to me with no answers. Sears is awful and should just shut down.

Sooo frustrated and hating Sears.

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11:19 pm EST

Sears washer

well here we go again...after being without a washer for 29 days over the holiday season due to sears creating a complete fiasco we are heading that way again...on february 19th our washer encountered another problem so I sent a message that evening and was sent a reply on the next day the 20th...we exchanged 6 messages in all with the last message we received on february 21st and 9:24 am that we will be called within 2-3 business days……yes you heard it right in 2-3 business days…….well february 22nd and the 23rd were a thursday and friday so now note we were into into our fifth day with no washer……now monday comes and NOTHING, ZERO, ZIP, messages or calls……..well now its march 1st and we haven't heard from anyone……I have saved "ALL" communications in regards to this "newly" needed repair but not only this one but the previous one from the previous breakdown…….with the three previous repairs done prior to the ones over the holidays I am sure I can find those messages even perhaps some phone logs…….my mother worked for sears for 29 years before she retired…..she is embarrassed as a former employee to see sears continued spiraling of its customer service…...as I think about this washer being down again for its 6th repair and sears not contacting me this is pathetic……so now what do you say this time sears……I want this machine taken from our home and replaced it with a new one because my next message I can share everything that has went wrong with the lemon I mean washing machine…..

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Shaun R.
, US
Mar 03, 2018 6:34 am EST

Appreciated reading your concerns. I'd like to be of some help.

If you'd like, leave the information as to the washing machines model and details of the problem(s).

Looking forward to assisting you.

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2:50 pm EST

Sears road warranty

I purchased a road hazard warranty at the Rockford store AFTER the lasalle-peru stored closed. now I go to get my tires rotated and there's no record of it.the peple that sold me the warranty are not there and joe said there;s no record.piss poor service again.my card shows the purchase. I would like my 80.00 refunded and i'll never darken a sears store ever again

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11:27 am EST

Sears snowblower — service protection and technical service desk

2/24/2018

I bought one of the Craftsman snow blowers and purchase a service protection plan.We finally get snow and the technical support I received from Margie was to put Seafoam in mix it and wait 24 hours, Margie said if that didn't work to call back and I could have someone out in a couple days.

Well it didn't work so I called back got another young lady and she informed me I would be able to get service in two and a half weeks. Well I did get extremely upset because I don't see this as support. We have six inches on the ground and a big storm coming. How am I supposed to feel?

I bought the purchase protection plan when you can't get help when you needed. I asked to speak with a manager. RICHARD got on the line and I again was still angry and I told him why that I didn't see this as technical support or service and wanted to know why getting service is such a problem. Too busy on other repairs.

He ends up calling me a jerk and spoiled two year old because I was angry over not being able to get service sooner. To top that off he hung up on me immediately after, I ask who was being a jerk.

Last protection plan I purchase from Sears and probably the last Craftsman product I buy.Don't believe their protection page that if they cant help you that they will have someone come and help you with the job your doing.

When do you need a Snow Blower? When it is snowing!

Reason of review: Poor customer service.

Preferred solution: Deliver product or service ordered.

I didn't like: Poor management and service, Telephone firewalls for customer service.

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5:03 pm EST
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Sears roof

We purchased a roof through Sears in July 2017 for the full price of over $23, 000. The job was to take 3-4 days once it was scheduled. The job was a joke from the get go. The job finally for scheduled to begin in August and today [protected] there is yet another contractor here to clean up the initial mess. They tried to put the wrong product on, hired sun contractors, and we were told that because of the attempt at repairs that our warranty, which by the way is a fifty year roof, would be nice and void. They have sent out so many different people to "repair it" that it's not even funny. We went with Sears even though their price was almost double the other estimates because of the "Sears reputation". I would like to know if there is someone to contact in order to get our roof done right? I would not recommend Sears to my worst enemy and will never shop there again.

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Sears In-depth Review

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

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

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

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

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

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

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

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

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

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

How to file a complaint about Sears?

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

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

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

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

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

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

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

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

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

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