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2.3 2932 Reviews

Sears Complaints Summary

944 Resolved
1987 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Sears reviews & complaints 2932

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2:51 pm EDT

Sears delivery disaster

On Sunday, April 15th I attempted to place an order with Sears on-line. After two attempts, I called Customer Support and was informed that the reason my card would not go through was because there was a fraud alert on my card and someone had made several attempts to make fraudulent purchases. As a result, my card would be blocked. I then explained to the representative that needed the items to be delivered by May 1st because my daughter was moving into her new home on that date and my two grandsons would need their beds that were included in the order.
The representative informed me that to facilitate the order, it would be placed on the "current card" before the block would be placed. He also stated that a new card would be sent within 7 days.
Apparently, all of these were untruths! On Sunday, April 22, 2018, I received a cancellation of the entire order. When I called to inquire on Monday, April 23rd, I was faced with Outsource Hell! I first spoke with Customer Service Rep., Jerome who could not understand what my concern were (very little English comprehension). I asked to speak with someone with greater understanding, and was passed to Angel who passed me to Carlos. Each time I had to give my social security number, birthdate, security code and explain the entire situation again. Finally, Carlos passed me to Grace and she was, in fact, my "saving Grace"! She clearly understood the situation and passed me back to the credit card dept. so they could expedite delivery of the new card. Grace stayed on the line so she could be certain the credit card situation was resolved. She also made sure she got my correct phone number so she could call me on the day the card should arrive to expedite shipping of the items.
The whole process took over an hour and was quite frustrating. I have NEVER been so dissatisfied with Sears. I have always been pleased with Sears' customer service and delivery.
I remain concerned about the timely delivery of the aforementioned order and hope that you will provide something to assist with this matter.
Thank you in advance for your consideration.

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4:04 pm EDT

Sears warranty service

The problem is my washing machine. And it started in I would say September of 2017. It was leaking. So we called for a service appointment.
A repairman came to the home in September and cleaned it - I was not there, my sister was, said we were using too much detergent, and that everything else was fine.
But two months or so later, we began to notice that we were getting "OE" (Operating Error) messages on the machine and it was not draining properly. The earliest that we could get someone out to look at it was February 9. This time I was home for the technician, John. Who informed me that the first person may have said he cleaned out the machine but could not possibly have done so as he just took two entire shop vacs full of junk out and also I have a picture of the gunk he removed as well. And when I said that he was to also look at my dryer which was giving me a "Vent" message, he said it was because the clothes were so wet from not being spun properly he didn't have to.
Well, let's fast forward a week or so - to mid-February. My clothes dryer is not drying my clothes and flashing "Vent" and now my washer is leaking all over the floor AGAIN. On March 7, the first technician who actually knew his stuff showed up at my home. Fred. And the first thing he said to me was "didn't either of these guys tell you that your tub was separated from the machine? Because it is!" That is why, he advised, the machine made so much NOISE. Unbelievable! That was not the only thing that was wrong either.
And, as far as my dryer was concerned, my vent needed to be cleaned, which he did help me with. Something he did not have to do.

Since I had the Warranty coverage, Fred called into that particular department, pretty confident that the machine would be replaced. After speaking to someone who may not have the proper experience, it was decided that the parts would be ordered (approximately $600 worth - warranty wise) and Fred and another technician would come out and repair the washer in week or so.
Well, my dear Mr. Lampert, one part arrived. And then I was deluged with robo calls from Sears telling me to re-schedule my appointment.
I did, and then I was called again and told to re-schedule. The appointment was re-scheduled out to mid-April. And finally someone by the name of Gary came to my home, picked up the one part that was still sitting there, told my sister "This is ridiculous, we are replacing your machine." And left.
I have been working 12 hour days, six days a week for the month of April and had no choice but to call Sears from work and inquire as to what was going on. I was told that my case was "under review" and that they would be in touch soon.
Then, three huge boxes are outside my house. The parts that we had been waiting for. Sears certainly wasted no time getting in touch with me about these and arranging to pick them up. They were picked up the day after we spoke.
Again, I called Sears asking what was going on with my replacement and was told that my case was still "under review" but an e-mail was sent to "someone" from that department to call me within twenty four hours to expedite this. And that I would be offered either a replacement washer or a credit towards purchase of a new washer.

Yesterday, April 20, I called again and after being kept on hold for over forty-five minutes was told that credit in the amount of $519.00 was issued to me. I was beyond angry; my washing machine and dryer are Kenmore Elite and while they may be six years old or so they were NOT CHEAP. No one called me at home and offered me a choice. No one. The gal I was speaking to in the Warranty Department was just as upset as I was and put a stop on this kept trying to get a supervisor to speak to but she could not and finally she put an e-mail in for the supervisor to please contact me at my home within twenty four hours. Again. As of today at 13:35 (1:35 PM) no one has called my home.

Mr. Lampert, with all due respect sir, this is simply not acceptable. Not at all. This system of yours clearly does not work. I do not want to have to tell someone my problem seventy-five-thousand times. I do not want someone to act as if they have the power to help me when they do not have the authority to actually do so. Please, I am begging you; find some way to streamline your customer service so that things like this do not happen to other people.
This has gone on since September of last year. I work extremely hard for my money. I live with my sister who is retired and a senior citizen and on a fixed income. I am the sole bread winner in my home.
The amount of time I have wasted on this problem, which I pay for a warranty to not have to waste time or worry about, is growing each day.
Not to mention the amount of time and money spent taking clothes to the laundromat on my one day off.

And I still do not have my washing machine. At this point I almost feel as if you should replace both the washer and the dryer for what I have been through.

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6:21 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears refrigerator "kenmore elite" [protected]

We bought this refrigerator Kenmore Elite on March 09, 2018, brand new. Everything works perfect accept ice maker. We called customer service and they said they will send as repairer to fix this problem. He fixed the problem. After first use it stopped working again and also it started leaking from the bottom. We called customers service for the second time, the guy said that he will do the diagnostics through the phone, he said everything is normal, and he doesn't know what the problem. He made another appointment with the repairer. Repairer said that for the leaking problem he will order a part which is damaged, but he couldn't fix the ice maker. After a week the third repairer came to fix the leaking problem and the ice maker. He fixed leaking problem but again, he could not fix the ice maker. By the SEARS Replacement Guarantee "If we can't fix it, we'll deliver and install a new one." We called customer service for the fourth time, to figure it out what to do! They said that they will send us another repairer, and if he could not fix it they will start the process of replacement.
On April 19, 2018 was made an appointment with the fourth repairer from 8am until 12pm. We took a day off from work, but no one came at the specified time. The same day at 12.20 pm we called customer service to ask what is happening. We spend around 4 hours on the phone to pull out our information on this fridge, we provided all the information (phone number, address, etc.) and the lady said that there is no such an account. We asked to speak with the manager and he also keep saying that there is no information about our purchase, also there is no information that they ever send us a repairer. After 30 min of talking he just hang up on us. Also he was rude with us. We received a massage "how would you rate our service" and there was a number to call. We called there, the lady was polite and she also confirmed that our account is not in the system. But she did find our receipt through the sears credit card number. She transferred us to Customer Solution to start investigation on disappearing of our information. They saying that they cannot replace it because the fridge was bought on March 09, and she cannot help us with anything else.
Same day we went to the store where we bought the fridge and it is far about 1.30 hours of driving. We found our salesman who sold the fridge to us, and she remembered us. We asked for the store manager but it was too late and she wasn't there. All day we spend on the phone with sears and on the road to the store. We did not get any help and still cannot understand what to do, no one helped us with our problem!
What I want to say that SEARS are lying to their customers. They keep sending a repairer for the whole month, and after they just deleting all of the customer's information so there is no proof. And you cannot replace or return because the due date which is 30 days are passed.
And now I don't know what to do because I spend a lot of money and time, and I left with the broken refrigerator which is cannot be repaired which is contradicts with Replacement Guaranty of SEARS…

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5:38 pm EDT

Sears services not rendered

I signed up for Sears warranty in Sept 2017, they came out to fix my washer machine, which stopped working again in March 2018. Under sears warranty If the problem occurs again, 180 days after the first repair, the second visit does not require an $75/$80 deductible. A sears technician came out on March 7, to repair. He did not do anything stating that He was unable to locate the serial number (the tech in October was able to, he may have removed it). That Technician Lenny left, (i refused to pay $80 due to the fact he did nothing). i offered to call Sears to get the serial number, and he refused to wait.Lenny advised a third party company has to come out to fix. The following week PLA services came out, and the technician stated he had to order parts. 2 weeks passed and I did not hear anything from Sears or PLA services. I called PLA Services who told me that My insurance company denied the parts. I called the insurance company and they stated that's not true, the claim is under investigation due to the tech adding in his notes that my machine was not being used (which is totally far from the truth). I called Sears warranty department/ Consumer Solutions to follow up on this repair. Every time I called the tickets are claimed to be escalated, and I should expect a call within 48 hrs. Needless to day, i never received a call. Today 04/18, i called and spoke to a Representative Quantasia to discontinue my Warranty contract since Sears is not keeping up their agreement by fixing my washer machine or replacing it. She advised I will be billed over $400 if I cancel now. I explained that I am no longer receiving the services I agreed to under the Sears Warranty Agreement. I then asked to speak to her manager. After holding for over 30 mins, she returned saying Her manager advised there is nothing he can do for me, if i cancel my warranty i will have to take it up with corporate to waive the $400. When I asked to speak to him he exact response was "They don't want to speak". I placed a request to receive a call back within 24-48 hrs. The number I've called is [protected]. I would like to discontinue my Sears warranty membership, and have all charges waived. My washer machine is still not fixed.

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12:24 pm EDT

Sears appliance repair

I have a sears kenmore pro refrigerator that is icing up. Called Sears appliance repair in Feb, 2018. There were multiple delays but a tech finally showed up. Said he needed to order parts and then schedule a return visit. No communications through to the end of march. called customer support several times with no answer to explain the daily. They finally found the part in Texas which finally arrived the first week of April. Called and scheduled a repair visit. Tech appears today, now 4/18/18, and says it is a 2 man job and has to reschedule with no date given. Tech will not let me speak to a supervisor nor will give a supervisor number and says to call Customer support again.

At this point I am ready to call another repair service, place a block on any credit card charges, and report this to the contractors board.

Would someone from Sears like to contact me before I proceed.

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1:52 pm EDT

Sears refrigerator repair

Call a technician at the end of February 2018, He never looked at the refrigerator and diagnosed it and ordered a part which cost us over $500. Our refrigerator is not even 2 years old. So the part comes in a technician comes out and replace it. Refrigerator stops working after 1 week. We called sears again. They sent the same technician out again. He diagnosed it again and ordered a total different part. Well guess what, wrong part again. We asked for a refund of the 2nd part and sears refuse to give our money back. We are out over a total of $800 and refrigerator is still not working. It ought to be against the law for sears to keep treating customers like this. For 2 of the appointments the technician did not even show up. I feel like crying. This really hurts. The technician even ruin our floor and they told me I signed some clause that said damages may occur by the repairs... I'm so hurt. I could have purchased a new refrigerator for the money I spent with sears. NEVER use them. I will NEVER buy our of sears stores again.

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General Service
, US
Apr 16, 2018 3:14 pm EDT

Hi Ms Vinyard.

I'd like to assist.

What brand and model is the fridge? What was the date of purchase? Was additional warranty coverage purchased with the unit?

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S
11:07 am EDT

Sears snowblower

My snow blower is unrepairable I have had a service tech out 4 times and it has not been fixed. Contract [protected] repair dates with case numbers 3/6 [protected] 3/20 [protected], 3/26 [protected] and 4/16 [protected]. I have reached out to customer service with no results. The snowblower is unrepairable with 4 attempts and multiple parts. I have contacted support and they are unable to assist they keep ordering parts and today Jerry said he had to order a scraper blade but it would not repair the snowblower. SO NOW THEY WANT ME TO TAKE ANOTHER DAY OFF WORK TO INSTALL A SCAPER BLADE THAT WON'T FIX THE MACHINE.

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General Service
, US
Apr 16, 2018 1:01 pm EDT

Hi Ms. Jensen.

There's no question that some repairs are much more difficult than others. Some can require multiple parts be replaced in order to determine the problem. In such cases, one may find it easier to take the equipment into their local Sears for servicing.

If you've determined that the unit is not worth attempting to fix further, Sears carries a wonderful line of new snow throwers from which to choose from. Be aware, however, that such an item is seasonal, so you may not find inventory available for awhile.

Hopefully this addresses any of your concerns. If it hasn't, please let us know.

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B
6:31 pm EDT

Sears stove / control panel caught on fire

My 5 year old stove caught on fire tonight. we had something cooking in the oven and then the stove started rapidly beeping and flashing F-10 and we saw the smoke rolling out from the control panel area. Immediately shut off and pulled the stove out and unplugged it and could clearly smell it was an electrical fire. Removed the top back access panel and saw that all around the relay and adjacent components were charred and it was hard to tell which one actually burnt.

So I called sears/kenmore immediately and was gladly surprised that they were taking phone calls at 7pm on a Sunday night. Progress was moving along rather quickly as they set up for a technician to come out the next day. they new all my information and then at the very end of the call, the rep says the technician will let me know how much I owe after he troubleshoots and/or fixes it WAIT A MINUTE!

warranty or not, this is only a 5 year old stove with normal small family use, which CAUGHT ON FIRE, and I am going to be expected to flip the bill on this? What if we weren't in the house and it started our house on fire? I am sure my insurance company wouldn't let that one go.

Needless to say, I got her name and employee number, took photos of the damage, and let her know to cancel the tech appointment as I would go another route. My next action is to buy a new stove tomorrow, obviously not from sears, and then to start contacting other individuals other than sears who can further pursue a remedy to this.

I am totally taken back by this whole situation.

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Update by Bill from NH
Apr 16, 2018 6:29 am EDT

Lol typical response. Yes you are right, these things can happen to the best of everything, but when it is starting to happen to many different people, then even in your eyes it cannot be considered the best. I assume you only skimmed my writings, as I never said I fixed the problem. Yes I found the problem and the price of those parts, but my fix to the problem is to buy another stove from another company that does not have a reputation now of fires starting just like mine. After very little searching, it is quite apparent that this is an ongoing issue, and in fact there is even a class action lawsuit started, as I'm sure you are aware, and for good reason.

Kenmore and sears back in the day use to actually care about there products and putting safety and customers first, and is why we would always buy from there, but as with many other large companies trying to compete, many corners are being cut and including the lack of care for your reputation. It is shameful when companies feel they need to go that route. So I say again, another customer lost over $100.

Yes, everything is now to my satisfaction as far as this complaint board goes, so there is no reason for you to reply

Update by Bill from NH
Apr 15, 2018 7:38 pm EDT

As an update 1 1/2 hours later. Have found the the temp sensor has shorted out and obviously also burnt the controller. Cost of both items to buy and repair would be about $100. To think what I would have paid for a technician (probably about the cost of a new stove) and even better to think that sears has just lost another customer over a lousy $100.

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General Service
, US
Apr 17, 2018 11:39 pm EDT

You replied, "Lol typical response. Yes you are right, these things can happen to the best of everything, but when it is starting to happen to many different people, then even in your eyes it cannot be considered the best. I assume you only skimmed my writings, as I never said I fixed the problem. Yes I found the problem and the price of those parts, but my fix to the problem is to buy another stove from another company that does not have a reputation now of fires starting just like mine. After very little searching, it is quite apparent that this is an ongoing issue, and in fact there is even a class action lawsuit started, as I'm sure you are aware, and for good reason.

Kenmore and sears back in the day use to actually care about there products and putting safety and customers first, and is why we would always buy from there, but as with many other large companies trying to compete, many corners are being cut and including the lack of care for your reputation. It is shameful when companies feel they need to go that route. So I say again, another customer lost over $100.

Yes, everything is now to my satisfaction as far as this complaint board goes, so there is no reason for you to reply"

Hi Bill.

I never mind responding to a person's concerns. In fact, I appreciate hearing from you; although I'd would never call my response "typical."

I'm by no means aware of any class action lawsuit on your particular unit, however I'd love to have the proverbial nickel for every time a person references a non existent lawsuit. I understand though -- misery loves company. It's a lot easier to believe you're just one of many. This isn't to say others haven't had problems similar in nature but, again, that's almost a given. In fact, the nature of the net means you're likely to find similar complaints about any particular brand. For example :

"I have a 3 year old Whirlpool range model # XFE371LVB0 and the oven control panel melted and started smoking."

"On December 21, 2017 the controller for my GE range caught fire. I contacted..."

"Feb 20, 2017 · The Reichardts state that they purchased a Frigidaire electric range oven for $850, which lasted only 4 years before it caught on fire."

I think you get the idea. The point is that breakdowns occur, even those that result in the problem you've described. If you knew that said parts would fix the range, replacing these parts might be a good solution, however where there is still some uncertainty about whether it would fix the problem, you're likely better off just replacing it.

I really appreciate discussing and even helping you Bill. I'm glad everything is resolved in a positive manor for you. We're always willing to assist.

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General Service
, US
Apr 16, 2018 12:47 am EDT

Hi Bill.

Appreciated reading your concerns. We are all very thankful that no additional damage occurred.

I can say, though, that most people would be taken back as to understand why one might believe any form of issue would be "arbitrarily" covered. It's an unfortunate truth that even the very best of products can break and sometimes, electrical components will short out. In order to provide any product at an aggressive price the appliance industry has come to accept a one year-limited warranty on most products. Admittedly, this isn't acceptable for some and that is why many retailers offer extended warranty service programs.

Thankfully, the damage the occurred must not have been very severe in that only two basic parts needed to be replaced. It's good that you knew enough to troubleshoot and fix the issue yourself.

There's a story that was relayed to me many years ago which, I believe, might explain a very different viewpoint.

It seems there was this gentleman who worked within the trucking business. He'd purchased his own truck to transport trailers all over the continental U.S. After using the tractor for many years, he ran into some issue with the unit, causing the thing to not shift like it use to. Ironically, this was about 7:00 P.M. on a Sunday night too. He called the manufacturer, whom was very attentive. "We'll have someone right out the next day, " said the operator on the phone. Sure enough, the next morning, there was a service technician right there to help with the problem. The trucker explained in detail how it would seem to have issues as he'd try to shift down while trying to climb these newer mountainous regions he had just started to work. "Hmmm, " said the service technician. "I think I know exactly what the problem is." He took out a wrench and turn a bolt a simple one half a turn. "There you go, " the service technician said. "It'll work perfectly for you now. By the way, " he said. "You owe me $500." The trucker was dumbfounded. "All you did was turn a bolt a half a turn. For that you're going to charge me $500, " he asked. "Oh no, " said the technician. "I only charged you a dollar for that, " said the tech. "The other $499 was knowing to turn the bolt."

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

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R
11:31 am EDT

Sears craftsman mower damaging yard.

I have had 3 repair techs come out to my house. They can see the mower damaging the yard when I turn. However, because there is no physical mechanical problems and they can't stop it from doing the damage, the cover themselves when they make their reports by saying nothing mechanical is wrong with the mower but the customer is just not satisfied. They tell me all kinds of problems it could be, but they won't put it in their report. Therefore when I call customer service, it appears that nothing is wrong, so they won't do anything about the mower. I haven't had the mower a year yet...and I've paid for warranty and protection plan...but that's not doing any good. Its pitiful!

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8:02 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears microwave control panel

I have been dealing with this issue since April 4th, emailing with the Chat Service at least 7 times(broken English-static on the line-people talking and laughing in the background), talking on the Chat line Phone 4 different times after requesting to speak with a supervisor (hung up on twice-disconnected twice) and attempting to call corporate office 6 times [protected]) going through the recording merry go round asking to speak with Mr. Lampert's office to a recorded message-I am fed up and disgusted with Sears. No wonder the stores are empty. Poor customer service.
April 4th-Ordered a part for my microwave. Paid $34.00 for it to be overnighted. And tried to use a coupon. It was denied.
April 5th-Did not receive the part. Called and was (after arguing) refunded the $34.00 and told the coupon could have been used, so they will now apply it to my Sears Charge Card. Told they were very sorry and that they would pay for it to be overnighted.
April 6th-Did not receive the part. Was told Sears does not pay to overnight it, they will only pay for 3-5 day shipping.
April 10th-Receive the part. It is the wrong part. Check and see that I ordered the correct part- I did- and spoke with a supervisor to make sure. Was told it was the Warehouse's mistake. Was told as a favor to me…..they would refund the overnight fee. I told them this was not a favor, they already refunded it. Then was told they would apply a coupon to my order-also as a favor to me-told them it was not a favor, they were already supposed to do this. Was told they would-you guessed it-overnight the part to me.
April 11th-Now I need to repack it and find a UPS drop off to send it back.
April 12th-No part.
April 13th-No part. Called and was told it is the Warehouses' fault. They did not send the part out. Nothing they can do-and I should look at all the FAVORS they did for me.
April 14th - Looked at the UPS tracking system and see that the part is not scheduled to be delivered until April 17th. REALLY…..
Sears should be ashamed. You lie to customers, use a cut rate service to address (ha ha) concerns. Was told they are located in the Philippines. CEO of company can never be reached and his office refuses to return repeated phone calls. All of the media sites list ongoing complaints against Sears. I could have purchased a new microwave for all of the hassles I have endured.
How about you refund all of my money and I promise not to use your company again as A FAVOR TO YOU.
Jeanie Lawrence
Case #5668841
[protected]

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Sears Micawave /oven a Lemon
, US
Apr 14, 2018 9:50 am EDT

Ok it been some time since I last posted — our holiday was a bust we had no microwave / oven nothing just broken promises now they say I have a difference service contort they all the other that are in my house? so they are tell me there going to just give me $500.00 I have to buy it from sears and I only have 90 days to buy it from them - this was a 2500, 00 microwave / over - this company is really lairs - they don't tell the truth and give run around — don"t trust sears! they are not trustworthy I waited almost 3 months with out my microwave/over and they only want me to go away for $500.00 who's going to pay for the installation? what happen to there service contrasts and who made the switch - — sears is not to be trusted. you all made me wait 3 months treated me like yesterday’s garbage — you all think that the way to treat someone - you all dropped the ball and your make me pay forcing me to pay 500 dollars for your mistake — I had to be without my microwave / oven for months and now you want me to pay - what kind of scram are you running — sears is known for making there calls go to the philippines - they seem not to have an american phone number to call they all get routed to the philippines - tell me how is $500 dollars going to buy and install for this bs token - I was told it would replace the unit! and why do I want more punishment from you company-do you always say hey you didn't read the tiny print — this company are a bunch of lairs and the funny thing is your ceo is from my home town of roslyn ny — so here's a shout out to eddie lampert your ceo form roslyn ny - what happen to the greatest stores in america to a"0" why can't you fix this unit-? I really have been lied too and know one cares-everything in this house is sears and now that worries me...

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5:23 pm EDT

Sears overcharge? customer service

We purchased a mattress set at Sears. We are Seniors who still believe in integrity. So when we got told that the display model was 75% off, we believed them. (Could have purchased a Sealy set on line, and had it delivered for less, we found out later).
As we would get charged $80 delivery charge, my husband agreed to pick it up the next day. As he was waiting for help to load, he noticed the sign that said free box springs with mattress purchase. He pointed it out to the girl who tried to give us a refund, and said she would have to wait for the manager.
She would call us. A week later, (after 3 attempts to reach her), she called and said our mattress wasn't on the list according to "the district guy". There was no list if ineligible purchases. And the employee has been there long enough to know, that is why she supposedly tried to give us a refund. So then I filed a complaint with BBB. First thing that came up is a comment
that Sears wishes to try and be contacted first. I tried and no response. So back to BBB I go. It took them 10 days to respond! They said they would investigate and get back to me in 2 days. I gave them 6 days and still no response. So I decided that since the incidence took place in a different state that I should post the complaint with that BBB. After all, that is what they are there for right?
No, everything has to go to Illinois as that is corporate headquarters. I am hoping that with all that I have found on-line that there is some legal authority reviewing all these incidents. How sad that people give up their integrity!
Purchase was in February 2018.

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Kim Ginyard
, US
Apr 16, 2018 2:02 pm EDT

I need a reliable technician to diagnosis my refrigerator. We have called customer service 2 times and get the run around. Telling us to wait on a a part that we know for a fact that is not needed. We need a refund on that part which is on back order. I also need my floor fixed that the technician ruined. I can tell all my friends and neighbors to never use sears service or shop at Sears ever again. The complaint page is full of customer service and repair problems from sears. Facebook page also got complaints about sears. This is a shame. BBB should be contacted.

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General Service
, US
Apr 16, 2018 8:26 pm EDT

Hi Kim.

Does this have anything to do with the mattress? I'd like to receive more details.

Please note, assuming this information addresses your concern(s) to your satisfaction, no further response is required by you.

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General Service
, US
Apr 11, 2018 7:22 pm EDT

Hi.

I am so sorry to hear of your concerns and would like to help.

With respect, what would you like to have done?

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4:56 pm EDT
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Sears fridge repair

My name is Diane Farnsworth, I live in Bear Lake Michigan and you can reference my file under the phone number [protected] and yes I do have a Sears home warranty ([protected]). On or about March 1 I called Sears to have a repair tech come out and look at my frig as it quit cooling both freezer and frig. They made a date for Tuesday March 6. Tech arrived (Jerry ID#12971) on the 6th and diagnosed a compressor and dryer for my 10 year old frig (which I love)
The frig is a LG dutch door on the top with ice and water and drawer freezer on the bottom model LFX25950SB, ser.#703KRQW00052. Jerry said the parts would be delivered to our home 7-10 days and he then made another appt. for a tech later the following week. He also said he could save us 1/2 if we signed up for warranty program and explain it and since my parents have it, I thought "not a bad idea" and signed up. So instead of costing 630.00 it was 315.00 The following Thursday a tech (who I do not have a ID# for or name/older man) came in and replaced the compressor and dryer, a 3 1/2 hour process. Frig started to cool but 2 days later a very warm frig. Another call to Sears, another appt. for a tech (Dan #440826) on the 20th of March. He found that the previous tech had not put the compressor in right and a kinked line, he then proceeded to take it all apart and redo what the previous tech put in. 2 days later a warm frig and yet another call to sears and a tech date of March 29 (Jerry from before) saying previous techs should of done a system check and found a Freon leak in the evaporator, guess what... not the compressor at all, he diagnosed wrong in the first place. He ordered a evaporator and dryer set a date for April 10. Parts came and included was a dryer (right part) and a plastic silverware basket for an auto dishwasher (say what!) this was on the 4th of April, and yet another call to sears reps and after much frustration, explaining and crap the woman tells me the part is ordered to which I ask if it can be over night shipped she tells me no but does tell me that the parts dept. will be calling me to confirm and set it up within 24-72 hours. I wait and come Monday April 9 I call yet again... And get a rep who then tells me she can see that no part was ordered from the week before but she will order it... And at this point I just lost it! I not only balled her out from one end to the other, I then requested her manager to which she did not want to transfer me but only did so after I said I would take no other. The manager then told me she checked to make sure the right part was ordered and when it arrives to give yet another call and schedule a tech, I then put her head on the chopping block saying by the time (7-10) business days goes by then another (at least) 5 days for a tech I will be without a frig right around 8 weeks! Are you kidding me! She also said she would cancel the following day tech appt. because of wrong parts. April 10th (next day) a call from sears saying the tech was due, I then called sears (repeat-repeat-repeat) and this time I wanted blood. What I got was another 5... read it...5 reps, everyone from customer service/ & warranty/&parts and finally Steven from the complaint dept. telling me I should be able to qualify for a new frig (up to $10, 000.00) if I so like, from the warranty. I said if Sears is picking up the tab sure. He then tells me he will have to transfer me to the warranty dept. he does and the lady I talk to there tells me that she will set up a tech appt. etc... and here we go again.
I am going to cancel my warranty, I am going to go on every social media site I can and let them know my story of runaround, misdiagnose, complete lack of customer service, idiot techs, and my advice of do not buy from sears and for gods sake do not try to get them to fix anything!
I thought by investing in the home warranty program life would be a bit easier for me but I find out that the whole sears company along with A&E (and reps) are much more part of the problem then part of the solution.
And yes I am still waiting for my frig to be repaired, and if a new one like the one I have was not so expensive I would have bought a new one long ago.
So to sum up... it should not be this hard to get something repaired.
My family and I have been long time Kenmore customers but I guess that was the past. And if anyone, and I do mean anyone, reps, techs, parts, anyone with this company could possibly get their heads out of their butts it would surprise the living hell right out of me.
And of course I will be very surprised if this email isn't simply deleted and never answered or dealt with.

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1:46 pm EDT
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Sears washer, dryer, and poor customer service.

I am disgusted in the customer service and the lack of responsibility they provide for these products. Products I trust to be in my home and around my family. Products I spent good money on and I've had received through Sears. These past few days I have been consumed with all day calls, being bounced back and forth to many different departments. My personal favorite was when one rep hung up on me, the other laughed at my situation, and another telling me the supervisor will kindly go ahead and authorize a replacement washer and then hung up on me. I was also told a supervisor would call me back and a day later still waiting for that call. Called back and have been on hold for an hour. Spoke to a supervisor in escalations and she brushed me off, argued with me, called me a liar, discriminated against me. My washer was recalled in 2012 6 months after I just found out about this recall and she tells me they have no information about that on their end meanwhile I told her its on the CPSC.gov website where I found it and it was confirmed by customer care that my particular washer was apart of that recall. I will never purchase another Kenmore product nor deal with Sears after this experience. I wonder if they are waiting for some one in my household to be injured or my house to become damaged before they take action and replace the unit in question.

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1:51 pm EDT
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Sears - sears kenmore elite refrigerator model # 795.74033.411

Victoria Thompson 12261 SW 251st Street Homestead, Florida [protected] Sir or Madame, I have been a loyal customer with Sears for decades and I have never experienced such poor quality in customer service trying to get my Sears Kenmore Product serviced. It is inexcusable that Sears is outsourcing home repair service to a vendor with no regard as to...

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5:06 pm EDT

Sears boiler - repair under master service agreement

I purchased a Sears master protection agreement for several appliances, including my boiler.

On 3/7/18 your technician was dispatched to my home for a boiler repair. My boiler would heat for short periods before shutting down. Upon arrival the Sears technician looked at the boiler briefly and diagnosed that I need a plumber to bleed the boiler. He further stated that he could not perform that work and only a plumber could complete that job. I hired a plumber that evening at a cost of $165. Upon arrival the plumber examined the boiler and diagnosed the problem as a short in the relay box. He explained that bleeding the boiler would not resolve this issue and the part should be replaced. I contacted Sears again and the same Sears technician was dispatched to my home. On the second visit the technician agreed with the plumber's diagnosis, there was a short in the relay box and proceeded to replace the part. The boiler is working again. I think that Sears should reimburse me the $165 for the unnecessary plumber fees. Your technician misdiagnosed the problem on the first visit and directed me to contact a plumber. I am requesting a reimbursement for the plumber fees of $165.

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5:39 pm EDT

Sears non-delivery of washer - driver lying

4/4/2018 was scheduled for delivery between 2-4 pm. the drivers called dispatch or whomever they report to and said that they couldn't reach my house because of flooding which was not true. There are at least 3 different routes from Stockport, ohio where the drivers were to my house which they past to go to Salesville, ohio which is past where I live. They had to drive by my house to deliver in Salesville. I spoke with Russ, a manager at the delivery department and he guaranteed me a delivery time between 8-100am 4/6 due to scheduling and driver issues of lying. Sears autocalled and said they rescheduled my delivery appointment without contacting me. I want my scheduled delivery time of 4/6 8-10 am.

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7:33 pm EDT

Sears master plan protection and whole home warranty

Our 2.5-year-old LG refrigerator broke down three weeks ago. We called Sears Whole home Warranty for a repair which was scheduled a few days later. The repairman on contract with Seats said it needed a new compressor and we had to wait another week for a Sears repairman to look at it. He ordered a part, which should have arrived in 2 weeks. When the part didn't arrive in two weeks, we called Sears service to be told it will arrive in 5 more days, with a appointment in one more week to repair it.
Sears is taking way to long to repair our fridge, which is under both their Master protection plan AND their whole home warranty. Sears has NOT offered any compensation. Not a loaner fridge, a replacement fridge, nor any compensation for spoiled food, which I believe is part of their Master protection plan.
Four weeks is much to long to wait for repair on a refrigerator under warranty. My family is extremely disappointed in and inconvenienced by Sears.

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8:29 am EDT

Sears credit

Case # 5610341 My name is Alicia Howard I've been waiting for my credit back to my account it's been well over a month. Please call me back so we can resolve this matter before I file a law suit. Cell # [protected] work # [protected] This is $1331.26 we are talking about you are taking food out of my child's mouth. I'm at my ends witts you need to take attention to this matter.

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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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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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Sears contacts

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