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2.3 2934 Reviews

Sears Complaints Summary

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

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2:26 pm EDT
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Sears employee with theft charges working

There is a lady working in the Lawn and Garden section of this store which I know has charges of theft of identity, forgery, and other various charges of theft. I do not feel comfortable shopping there anymore with her being able to view my personal information. Her name is Katie Barnard Oliver. Alot of other Sears customers that I know have stated they will not shop at this store if she is working there.

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frequent shopper502
Frankfort, US
Mar 01, 2010 4:05 pm EST

Is she the dark-haired girl that works in Lawn and Garden? I will not be shopping there any longer. I've had my identity stolen before and I will not give anyone another change to do so. Sorry Sears, you just lost another customer.

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frankfortshopper5
, US
Feb 15, 2010 10:35 am EST

I know exactly who you are talking about. She has several theft charges. I would not shop there anymore, now that I know

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pillow biter
Frankfort, US
Feb 07, 2010 11:52 am EST

Quit talking ###, you pillow biting lying little ###. I have known her for 15 years and you are a typical frankfort ###. I shouldn't insult gay people by calling you a ###, but I figure that this will get your attention. Meet me anywhere and I will kick your ### ###.

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10:52 am EDT
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Sears tire service

The automotive department at Sears of Winchester is run by a bunch of people who have absolutely zero knowledge of tires. I spent 40 minutes on the phone with Sandy to get 1 quote on a new set of 4 tires. She finally found a set; had me rush over to the store to purchase & install them before she left only to find out that these particular tires were sold the day before to another customer.

Sandy then states that she has a set of Bridgestones that are going on sale tomorrow...call back tomorrow to get the price. I call back the next day and get that [censored] Sandy again and spend 45 minutes (no lie) waiting on the phone while she tries to figure out the sale price of these tires.

The price is good on the Bridgestones so I decide to buy them. Drop my vehicle off and when I get it back, I have 3 large, long scratches that run most of the length of the driver side of the vehicle. 3 months later, I'm still trying to get sears to pay for the damage done to my vehicle while in their possession.

One of the four tires that I replaced has been leaking air pretty bad (about 5lbs every 2 weeks). I've been afraid to take my vehicle back to Sears to have it repaired. When I first noticed the leaky tire, I contacted Sears and spoke to Debbie. I told her that the tire is leaking at the bead because it wasn't cleaned/sealed correctly. Her response was that I haven't properly taken care of the tire! Another $25 to fix a problem that Sears created...no thanks! F..them!

Stay away from Sears Automotive of Winchester, VA. Their motto is what we lack in automotive knowledge we make up for with terrible service!

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Update by Unsatisfied Sears Customer
Oct 20, 2009 10:57 am EDT

You really don't have any avenue for complaints with Sears. It's super-secret information to find out who the district managers are and good luck getting in touch with anyone outside the store who has the leverage to fix a problem. Sears employees have free reign without fear of repercussions.

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6:21 pm EDT
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Sears an appropirate handling of service issue

I am responding on behalf of my mother-in laws compliant. She went to The Sears Auto Center located at 4720 Third avenue in the Bronx to get a new Battery for her car. She arrived at 8:20am and requested that her battery be changed. The Auto Mechanic or attendant accessed the keys to her car and started to do the work needed to change the battery. He happen to lower the window on the drivers side. He was not aware that the window did not work correctly and would prove difficult to close. My mother in-law stated she did not mention the issue with the window as they were only going to chang the battery. The attendant then told her he needed to lower the window in order to change the battery which made no sense. The attendant then tried to close the window and was not able to. My mother-inlaw then requested to speak with a supervisor whom she waited for nearly two hours. The supervisor then delegated to the staff that they open the door and try to get the window to close. The door was opened and taken apart, but unfortunately nothing they did worked. They sent my mother-in-law away who was upset and crying with a window that would not close. They did however charge her for the battery and the labor.

She called her oldest son for assistance who directed her to a place that he knew would be able to fix the window. She was told by them that the window had a minor defect but when the Sears attendants or mechanics took the door apart and tried to repair the window more damage was done. She now has to bring her car back to them tomorrow so they can complete repairs of the window.

I would apprecaite a response to my compliant from a Sears administrative personal. My mother in-law is a senior citizen and enjoys shopping at Sears all the time, she always comments on the great service, and assistance and service from the staff at Sears.

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stuffwearsout
Nashville, US
Dec 29, 2011 9:25 pm EST

Oh wow I have two issues here. #1 to the original poster with the window issue. The window was rolled down because the keys are left in the vehicle to prevent them from being lost or misplaced during the service and some vehicles will automaticly lock when the doors are closed so rolling down the window prevents the keys from being locked in the car. Yes I agree sears is 50% at fault here, but only because they took the door apart to try and fix the problem that was pre-existing and was not disclosed to them prior to service. The manager should have just said to you this was a pre existing problem that was not disclosed to us and sent you on your way but instead he tried to get someone to go above their job code and fix your already existing problem, so no its his problem. #2 To the comment above. How much do you really know about cars and batteries? There are a few things that cause a vehicle to start or not... you could have a starter issue, an ignition issue, an alternator issue, or a battery issue. The battery is not the only thing that starts a car. If you alternator is bad or going bad then the battery will not charge properly when the car is running therefore your car battery will loose charge. After charging the battery and running consecutive load testing it will determine if the battery is good or bad, but if it needed a charge to test it then its probably another issue... Just take your car in and let them check it.

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Samuele
Downey, US
Feb 06, 2010 8:17 pm EST

I walked in to Sears Auto Center located in 600 Stone wood Ave Downey California with bad battery, and I ended to purchase a new battery for $141.53

The battery have 36 month full replacement warranty, after 8 month of daily use of my car the battery started to act, car would not start, it needs jump start, until one day I could not get a jump start and I was 36 miles away from that Downey Sears, I took the battery to Sears and they kept it for 3 days then they said that the battery is bad and they replace it under the warranty.

Suddenly the battery started to act again, I took it to Sears Auto center this morning and left the battery to be checked by JJ service man, he gave me his card and told me to call at 4:00 PM. I called then Steve the Manager answer and he said the battery is good, then JJ picked the phone and he said nothing wrong with the battery the problem in the car?

I went to pick up my battery and I told JJ that I can not carry a jumper every day to jumpstart my car due to a bad battery? JJ said that you have to bring the car in, then rudely I was disrupted by a Steve he said that he is the manager and I have to bring my car is to be checked for $14.99 then he will detrain if the battery is bad or not, I responded fine if the car would not start then I will to it to your shop and you will pay for the towing since I exhausted the free towing with AAA due to your bad battery? Again rudely sears manager “Steve” responded that this is a threat, I responded what a threat? I responded that was a mistake to purchase this battery from Sears? If I do not trust your battery diagnose how can I trust my car in your shop with this lousy attitude from a manager like you?

I advise the administration to first train this manage in basic customer service, then send him to anger management classes to teach him how to control himself?

I am unsatisfied customer, and I will advise every one I know to stop doing business with these unprofessional group called Sears Auto Center in Downey

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4:36 pm EDT
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Sears washer broke

Bought a washer and dryer for daughter in Tennessee I live in NY. Used my sears credit card. Washer broke down after 2 months and repair preson clueless said it was the timer. 1 week later the part comes to daughters home and then the guy said there was another part behind that one that was broke and it will be another week. I make phone calls up to corporate and speak to a Mike who said I would be gettin a new one on Saturday that was another 2 day wait. Well these idiots ( thats being nice) sent a dryer. More phone calls and it will be Tues. If I could I would of reached threw the phone and punch the rude woman Meagan. I now have to wait for Monday to speak to corporate and will expect a refun of some sort will pay the 300 left and then cancel the card or might just tell them to shove the washer and dryer and go elsewhere. Will never ever buy another thing from Sears and will never recommend them. No wonder they have finanial problems

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11:37 am EDT
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Sears rude employees in sears

there are two employees there that are extremely un professional in front of my wife and children, we called and set up an appointment that was pleasant greeted by a warm voice of a professional young lady, Once there for our appointment there was two monsters of being human. her name was shamera with her side kick becky or betty . once approching the counter to see how long till our session will be, i was told in a very high pitch tone to "sit down we will call your name" by becky and shemera laughs. i felt like i was in 4th grade.named was called finally then my photos were taken by a very nice photographer named ruty. becky was cursing in front of my children discussing her plans for the night comming. at one time she was extremely out of control discussing over company phone "i will f him up if he looks at me that way again" with management present ! very vulger and un professional attitude for a great store like sears.i will NEVER be there again EVER

John Silver

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1:48 pm EDT
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Sears sears delivery screws up, promises refund but never delivers on promise

Summary:

We bought a fridge and the delivery was rescheduled three times. after numerous complaints to sears, they promised – twice – to send us a refund. it never came.

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Details:

(day) (date in yymmdd format) (time) (number called) (incoming or outgoing call) (comments)

Saturday 090823 bought the fridge at the sears outlet store on marsh ln. between arapaho and belt line in dallas. asked for delivery on saturday 090829

Tuesday 090825 afternoon [protected]) talked to customer service and asked that it be rescheduled for delivery on thursday. she said it would be and changed the information in their system.

[note: I found out later that she never notified the store of the change – only the delivery company’s records were changed and thus our fridge was never brought to the warehouse to be sent out for delivery.]

Wednesday 090826 7:21 pm outgoing - talked to delivery for 2:14 minutes because I never got the automated call about a delivery time.

Thursday 090827 7:13 am [protected]) outgoing - talked to tasha in the home delivery dept. who said they screwed up and could not deliver today. that I needed to talk to the outlet store (which did not open until 9am).

Thursday 090827 9:28 am [protected]) outgoing - talked to dee (store manager) who told me it would be on the truck today to go to the warehouse.

Thursday 090827 9:37 am [protected]) outgoing - talked to ino (unit #24201) who assured me it would be delivered tomorrow (friday 090828)

Thursday 090827 10:04 pm [protected]) outgoing - talked to delivery for 16:43 minutes, no joy

Thursday 090827 10:21 pm [protected]) outgoing - talked to delivery for 11:21 minutes, still no hope for delivery tomorrow

(notice the timing of the last two calls – they hung up on me [though I suspect they would claim we were “disconnected”])

Friday 090828 6:29 pm [protected]) incoming - 1:04 minutes (automated delivery notification for saturday)

Saturday 090829 10:38 am [protected]) outgoing - 2:25 minutes notification that they would be there in a few minutes.

The fridge was finally delivered around 11 am on saturday.

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Tuesday 090901

11:59 am [protected]) talked to? who asked me to explain to her why I want a $50 gc as I was promised. I told her to read the * notes herself to figure it out. after 10 minutes, she came back and said it would come within 2-4 weeks.

12:03 pm [protected]) talked to no one – on hold until I finally hung up

12:09 pm [protected]) talked to javier tover and then dee kirkpatrick (manager)

I was given the information for:

Customer care [protected]

Sears outlet, store #4617

Sears complaints department

Bruce johnson, ceo

3333 beverly rd.

Hoffman estates

Chicago, illinois 60179

National customer relations for retail stores

Customer relations for home delivery dept. [protected]

Tuesday 090901 12:14 pm outgoing - talked to customer care person who transferred me to — > kiera (operator #80709, retail customer care) who called the store and confirmed that dee will call me back by end of the day today. if not, call her department back — [protected] — and my case is under my phone number.

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Tuesday 090901 12:47 pm outgoing - talked to dee who said. alternately, that I should have rescheduled through them, that she did put the truck and I should deal with the delivery folks. also, that they did their part in delivering it on saturday, as the original date was met per contract.

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Tuesday 090901 1:03 pm [protected]) outgoing - talked to customer care who said they were going to punt to delivery — then hung up on me

Tuesday 090901 1:08 pm [protected]) outgoing - talked to judy who punted to delivery, she offered half price ($30) on a gift card

Tuesday 090901 1:18 pm (same call) judy got delivery on the phone and katisha, a non-manager, said she'd get a manager for me. greg (unit #82013) a manager, said he would mail me a check for the delivery fee ($65) that would get here in 7-10 business days [protected] x16969).

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Friday 090925 1:25:48 pm [protected]) outgoing - sat on hold for more than 5 minutes. talked to toni (unit 24201). immediately asked for greg at extension 16969. was told she cannot transfer me. someone else (zana) came on a tried to help transfer me to greg. (24 minutes by this time.)



During this call, zana apparently did not know I could hear her talking to greg's (peer?/assistant?) — lucy.

I heard zana tell lucy that only the store could give back the fee.

She also told her that there were "no notes from greg" on the account!

Lucy said directly — "yes we can issue a check."



Zana (unit 82013 in round rock, tx) said she would send me a check and it would be here within 5-7 business days.

Total call time: 30:28

That was more then a three weeks ago.

All I want is my $65 delivery fee back which they said they could give to me.

Why can't this company figure it out and do what they said they would do?

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Update by 09homebuyer
Oct 28, 2009 8:08 am EDT

Edwin came through.

He called the Delivery folks and then called me back within about 20 minutes telling me that the check was being cut and I should have it soon.

He also said he would add a tickler to his schedule to call me back in 10 days to confirm whether or not the check arrived.

It did . . . within three days.

Thank you Edwin!

Update by 09homebuyer
Oct 19, 2009 1:40 pm EDT

UPDATE from 09homebuyer:

===============

091016 Posted this story to complaintsboard.com and pissedconsumer.com and then emailed Sears Cares with links to both posts.

===============

091019 8:16 AM Received email from "Edwin C." at Sears Cares

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Dear Mr. O'Brien

I am sorry to read in the posting about your unsatisfactory experience with delivery. My name is Edwin and I work for Sears Cares. Your concern has been assigned to me. At your convenience, can you please provide us with a contact number and or the number used when you purchased the product, if not the same, so I can research your file? You can call me directly at [protected] if you like between the hours of 8:30am - 5:30pm central time Mon - Fri. You can also e-mail me at searscares@searshc.com. I look forward talking to you soon.

Regards,

Edwin C.

Sears Cares
----------

091019 12:36 PM outgoing [protected]) Called Sears Cares and spoke to Edwin C. who told me he would investigate this and get back to me no later than Oct. 21 with a response.

We'll see how it turns out. I'll keep updating this post with information as it comes in.

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3:43 pm EDT
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Sears quality, warranty

Battery 'Diehard BAD QUALITY, Sears did not keep warranty terms and free service change battery ' in the my car
Ferst battery gold put 11/05/2005, second visit 02/19/08 toexchange new battery and I pay $13.90.
02/18/09 next visit battery exchange new.
10/13/09 next visit battery dead, sear want the exchange new battary $56.06+tax and manager Bill tool me about the best quality battery Diehard?
10/14/09 Oleg, Toyota 2002 Solira
[protected]@hotmail.com
cell7325515833

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michray1
Detroit, US
Dec 30, 2009 2:35 pm EST

You either have a problem in your vehicle that is killing batteries or you are the MOST UNLUCKY PERSON IN THE WORLD to have 5 batterys go bad. GIVE me a Break! most battery manufacturers have a warranty rate around 3 percent (3 out of 100 go bad) I could maybe understand if you bought all your batteries at the same exact time (odds are they were produced on the same production line, and maybe Joe Schmoo had a bad day at work that day) but you bought them all at different times so your odds of getting 5 bad batteries is probably somewhere in the neighborhood of 1 in a million! Get your car checked out! Stop wasting Sears Time and Money!

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9:24 pm EDT
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Sears repair appointment

On Friday, October 9th, I called the Sears service repair center's toll free number to schedule an appointment for my Kenmore washing machine which had developed a leak. After talking to the representative about my service needs, I was convinced that I had an appointment for the following Wednesday. Since I had originally planned to ask for only a half day off, I requested the latest appointment available. The representative assured me he would note that on the appointment request.

On Tuesday, October 13th, I called the service department to let them know that the repair technician could come as early as needed since my administrator agreed to let me take the whole day off in order to get my washing machine repaired. I was shocked to discover that my appointment did not exist according to the repair department.

After talking with a second representative and being told repeatedly that she was "sorry for the inconvenience" and the next available appointment was October 21st, I asked to speak with a supervisor. The supervisor with whom I spoke was Jane Chavez (35698). Again I was told that the service department could do nothing even though the supervisor confirmed that according to their own records I had called on the previous Friday and had spoken with a repair department representative. It seems obvious to me that a repair was requested. Why else would I call the service request number specifically? When I asked her to review the tape recorded message, she informed me that it would take time to do that. Even though I had been on the phone with the repair department for more that 30 minutes at that point, I offered to wait. She said it would take too long.

At that point I requested either an appointment on the day I originally made other arrangements with work in order to be available or a discount for a later appointment if that date was truly impossible. She repeated that no appointments were available and that she did not have the authority to authorize a discount.

In essence, I am very disappointed with the service representative who should have correctly scheduled my initial request for an appointment. Now I will have to request an additional day off and wait another week for my washing machine to be repaired. I am not pleased with the supervisor either. Although she remained calm, she offered me empty apologies. As a returning customer of Sears, I expect to receive better service. I made the appointment in good faith, yet I am the person who is frustrated and inconvenienced because the service repair department employee did not do his job correctly. If the Sears repair department could not honor the original appointment date, I think they should compensate me in some way for their representative's error. I would much rather have my appointment, but something should be done to atone for my trouble.

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10:43 am EDT
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Sears overly lengthy tv repair, poor customer service

I am now in my 5th week of waiting for a part for my 14 month old Samsung 32 in. flat screen tv, covered by the Master Protection agreement. From the beginning my tv repair was bungled. The day after Sears repair center accepted my tv, they called to let me know it was too large to be fixed there-couldn't this have been mentioned upon drop off ? After insisting it be repaired at the center since it was already there, I began getting a series of taped calls-I had "missed" repair appointments, the part was ordered, the part was due, the part was backordered, and then, eventually, the part is in transit and did I want to tracking numbers. Two days later, the part was unavailable again and I had "missed" another service call. Numerous times I dialed the customer service number to let Sears know that my tv was in their possession, not mine. After 3 weeks, I insisted on a merchandise exchange due to the newness of the tv, which turned out to be a lemon, the long repair time, and the questionable availability of the elusive part --and was refused. The master protection agreement to Sears, means that any length of repair time is apparently acceptable as long as we are not paying for the repair. I contest that the lack of a repair part constitutes unavailability, which is covered in the MPA. This is our main, living room, family tv, and we are now in our 5th week without this major appliance. I have asked for store credit, after we hit the 4 week mark, as we needed to go ahead and replace the tv. I have in my care, a 31 year old autistic man who cannot speak or read and one of his biggest pleasures is watching tv with the family before bedtime each night and he was getting sad and antsy, not that anyone at Sears would give a damn. We have also not been able to see the Steelers play since the season began without the 5 of us plus guests trying to crowd around a bedroom set ! Customer service at Sears regarding repairs is terrible. You cannot get an understandable call taker (every one I reached has a heavy foreign accent) at their service number-they merely take your name and number and say they will relay the message, but it this case, it doesn't seem to get to the people in charge. This will be the last appliance I purchase at Sears.

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fireangel
Brocton, US
Oct 14, 2009 4:34 pm EDT

I agree. My son has a big screen tv from Sears. Right away it needed repaired.
He got the same run around and still is . Plus the manager of innovations dept
gave him and me the run around. We have been at it for most of the warranty.
Just talked today with ? person of complaints dept. Now going to BBB and
the attorney generals office . Why have a warranty if its not honored.
Plus they put the wrong part in twice. Reguest for a different tech . Got the same
tech. Who knows nothing. Told to get an estimate from a different repair place.
by them . Son paided out $80.81 for the estimate. Money that is hard to come by.
They don't care. Sears suck as far as responding and taking care of a TV repair.
Then also will tell you they are going to call you back and don't or go home early.
Told my son that his x box is what screwed the tv up. Ya right. The other Tv repair
place can prove that Sears is lieing and doesn't know what they are talking about.
Sears seems to do nothing but lie . About how they honor their warranties etc.
Very disappointed in them. I use to get most of my appliances and everything there.
Not anymore. We have been at this for over 2 and half years. I fax them the estimate.
They act like they never got it. Wish that the people that side steped us would get fired.
As have no PR at all.

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Sears defective product

We, husband and wife, purchased rims, tires, and warranty from the Sears Auto Service Center. After a couple of months, the tires started forming bubbles on the side. We were told about a better tire, paid the difference related to wear, and got the recommended tires. A few months later a tire started going flat. It appeared to have a slow leak because even though we put air in it, it would go flat a few days later. We took the tire back and were told that they couldn't find anything wrong. The tire was re-inflated and we were told that it should be fine. A few months later, the tire started going flat again. We toook the tire back and was told the there was trash in the bead. The tire was re-inflated and we were told that it was fixed. A few months later, the tire started going flat again. We took the tire back. When the service employees found out the problem, one of them said, "Oh, this free." Even though we purchased the warranty, it seemed like it was worthless. They weren't going to make any more money off of us so it wasn't important. We were then told that the rims were bent and there was nothing that they could do for us. We were told that there was no manager available. We went back the next day and spoke to the store manager. We left the car and waited on a call. When we didn't receive a call, we just went back to the store and we were told that the manager had left for the day. They gave us the keys and we asked if the tire was fixed. We were told that the manager said that there was rust in the rim, he filed it down and the tire was re-inflated. They told us that they think that it was fixed. A month or less later, the tire started going flat again. It takes a lot of time out of the day, time off from work, and effort to keep coming back to a store only to find out that the problem is still there. Each time, I hope they have found the problem only to be disappointed months later. I depend on my car to transport my two year old daughter and to get to work. I have had to leave my car at home to go to work because of a flat tire. We can't feel safe driving around town yet alone out of town. I made a complaint to another on line department and was responded to that the store manager would call us in two days. It has been a week and we still have not heard from him. This is not the service and quality that I had grown to know from Sears. We were faithful customers of Sears because we believed that the service, quality, and customer service was good. I purchased windows for my home, appliances, clothing, lawn equipment, household items, etc. from Sears. Now I am being treated as though my satisfaction means nothing. Can I please receive a response from someone that is going to help me.

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eusidnac
Belleville, CA
Oct 13, 2009 8:11 am EDT

I had Sears install my roof on a 1860 home...they majorly screwed it up...cost me alot of money to repair their damage(|I would have been better off not getting a new roof compared to what they did to it)that they caused...they didn't care...I haven't shopped at sears in years...perhaps we all should stop shopping at that store and see how long they stay in business. I mean Iam surprised they still are in business with the so called "customer service" they provide.

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12:51 am EDT
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Sears poor customer service

October 11, 2209

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate and Corporate
Complaint Department Re: Customer Service about Sears Order number [protected]

To Whom It May Concern,

I would like to file a complaint against the Store Manager Sheik Yousuf of Sears Department Store in Topanga.

Sheik Yousuf - Store manager
Topanga Plaza Stores
21851 Victory BLVD
Canoga Park, CA 91303

I purchased an A300 Sony Camera online last September 8, 2009 with order number [protected]. I picked it up at North Hollywood Store the following day. The guy from the receiving/delivery section opens the box to show me that all accessories are complete before handing me the merchandise.

When I went home to show it to my daughter, she noticed it was a wrong model (A200). It was an error on my part that I clicked the wrong model when I add it to the cart. Both said camera has identical physical features except for other functionality. I called the online help and told them what happened and advised me to return it to the nearest Sears Department Store for an upgrade. And I took her word for that.

September 12, 2009 it was Saturday, I took the merchandise to Topanga Plaza Stores, 21851 Victory BLVD Canoga Park, CA 91303. I was talking to one of the sales person and agreed to upgrade my merchandise with no restocking
Fee if they have the stock. Everything is smooth, when a certain Sheik Yousuf showed up and told me that it was a Opened box and been used already and he will charge me 15% restocking fee. His approach was towards me is
strong and cocky. I told him, that someone is already helping me but instead of being polite, he went to the guy who is helping me and instructed him to charge me 15% restocking fee. I talked to Sheik Yousuf and try to reason with him but he insisted that he will charge me and walked away. I demanded the store manager, and nobody wants to
point me to the store manager. He came back and gave ma a parting words that he is the Store manager on site and nobody will help me on this case and he walked away. I talked to the guy who supposed to help me and claimed he cannot do anything for he is the manager and he is afraid to lose his job. I went to the second floor, to look for another manager but nobody is helping me except for one sales lady that I will not mention her name in this complaint, handed me the phone and asked me to call [protected]. She even feels so sorry for me, because at that time, I’m almost fainting due to my hypertension. The store manager really stressed me to the point I sat down on the floor because I was shaking terribly. I needed help and nobody comes to help me with my complaint. This polite young lady tried to page the other manager but did show up. This is a display of poor customer service by Sears Personnel. Things will not gotten t this far if Sheik Yousuf know how to behave like a Store Manager and knows how reason out accordingly. What had happened to the customary “ Customer is Aways Right”. He is so abusive with his power that might bring your sales down.

I used the Sears Phone and called the [protected] and spoke to Sheryl, she is nice and trying to help me, I explained to her what had happened that day and how arrogant the Store Manager is. She asked me that she will call the Store manager to waive the 15% restocking fee and she will send me a free Gift Certificate of $40.00 for all those hassles. I told her, I just want to return this merchandise and upgrade it. She put me on hold after more than 10 minutes and the line has been cut. I tried to redial again, but this time its busy. I never received any calls from her again. She had my information and my phone number, I even told her, I'm using their corporate phone at the 2nd level. After an hour not hearing from anyone of them, I decided to drive North Hollywood to return and upgrade my Camera. I told them what happened and showed them my receipt. The guy who helped me is really very courteous and polite. His name is Jawed. He feels so sorry to learned how I was maltreated in Sears Topanga Store and advised me the same thing to call the Sears Corporate Office. I can sense his sincerity and love for his work.. He helped me and did not charge me with the 15% restocking fee. The following day, I stayed home recuperating from my stress due to the experienced I had with Sheik Yousuf. He is one cocky Store manager and greedy for power. My complaints was not heard by anyone from Sears nor acted on it. My stress lasted for almost 1 week and never heard from Sears’s representative.

After a weeks past, someone calls me and asking for survey about my camera. I told them, you should be calling me
on the complaint I filed when I call the [protected]. He asked me again what happened and the same story was told to him and I demanded an apology from Sheik Yousuf and Sheryl who never return call for my grievance nor file it to your corporate office. Or did corporate office just ignored it? This gentleman that I talked with, said that he will let his Supervisor knows what happened and continues to ask me about the camera. What a shame? He is just concern about the camera.

To date I never, received any apology from Sears Corporate, Sheik Yousuf and Shery. My family is a loyal customer of Sears from many years, and we spent every week shopping at Sears with my kids and become part of Sears’s family. Most of the people who worked there are nice and friendly . Most of my kids knows their faces. Now, I’m so scared to bring my family back at Sears that it might happened again and I might feel so humihiliated by f the bad service I got from Sheik Yousuf. I’m not the only one who feels that, I think most of the customers he treated that way too.
It could be that your training for Store manager is not working or it the trainer doesn't know how to train people. You should consider re training your personnel for a more friendlier approach. Start with your HR so they will stop hiring ncompetent personnel. And what kiind of action does Sears Corporate do to this kind of arrogance?

Unfortunately, you have lost a loyal customer and I will tell my family members and friends about this unfortunate customer service nightmare.

Respectfully yours,

Francis Cuevas
8526 International Ave
Canoga Park, 91304

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mrdodge
, US
Jun 09, 2011 1:53 am EDT

I had found a deal on the website and paid for it that night. I expected to go and pick it up the following day. I took my paperwork proving it was me and that I paid for it. I left and was on my way to get it. Its 55 miles one way. I was 40 miles into the trip when I got a call from my gf saying it was cancelled. I said I didnt get a text saying it was cancelled. She said she received an email saying they cancelled it because they didnt even have the tools at the store! 80 miles at 12mpg!
So after 4 1/2 hours of calls I never got a straight answer from anyone. I got the run around from everyone except for ONE person. He was about as honest as you can get. I will send a letter to his Boss thanking him.
Customer Service for Sears is ABSOLUTELY 100% HORRIBLE. Ive chosen NOT to buy any tools from them EVER again.
I never asked for anything over and above what I pad for. I even offered to pay for shipping for the SAME item seeing it was offered in another state! Yes I would have been paying MORE out of my pocket.
Still I got the BS runaround. 100% Liars about names and who to call. The Manager is in a meeting...then someone else told me he left for the day!
It wasnt the BIGGEST joke. I will NOT buy from them EVER!
Thanks for taking care of my fathers...FATHERS DAY GIFT!

Semper Fi!
Jeff
USMC

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debbie32
Punta Gorda, US
Oct 12, 2009 5:40 pm EDT

Sears has had poor customer service for 15 years... what else is new.

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Sears customers beware

First, never buy from sears! Sears will try to rip off the customer every time. Bought a $30 pair of shoes from sears. Employee failed to remove security tag on shoes. After driving 75 miles back to our home, we realized this. We didn"t realize it was an exploding ink security tag (That part was scratched off). Thus, ink everywhere when taken off. Ruined shoes plus blue jeans I was wearing when we took tag off. Working in a retail store myself, I have not seen an exploding ink security tag. And most security tags set off an alarm when you leave store. Since I arrived home, tag must not have set off an alarm when I left store. Called store and all they told me was"our people make mistakes". Yes, but help correct them by replacing shoes! They wanted me to drive 150 miles round trip to bring back a $30 pair of shoes. I asked them if they were nuts! The 2 1-800 numbers that I called could have cared less. They stated they didn't know of any other security tags but the exploding ink ones. They must not get out of sears much. So, here is what you can do. Go around sears and"fiddle"with the security tags. Let them explode all over their cloths, then leave them on the shelves. Oh, and just so you know, these security tags will not set off alarms if they are"accidentally"left on when you"accidentally"leave the store without paying for them. After all, even sears says people"make mistakes"!

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somecallemwaffles
, US
Oct 11, 2009 10:29 pm EDT

Asking people to vandalize retail stores, damage merchandise and encouring others to steal by telling them that they don't go off when the taken through the door is a good example of how not to get your complaint taken seriously. So instead of telling us to commit crimes, I would suggest you start working with Sears' customer service. I'm sure that no matter how far away you are you will one day be in the same city again and probably in the near future. If you haven't already burned the bridges to the people that can help you I would let the managers of the store know that it will be some time before you can make it back to the store.

If this is the way you spoke to the manager of the store your probably not going to get anything from them.

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Sears repair service terrible-poor customer relations

I saw the commercials for Sears Blue Team, service repair specialists. My dryer died suddenly and decided to give Sears a call. I was told Sears would come out and repair my dryer, I would have to wait a week for the vist however. I waited a week, took a day off of work to wait the four hour window provided to me for the technician to arrive. He arrived within the timeframe and informed me that he would need to order parts and that I would have to be rescheduled for another week. Understandable, a pain but understandable. I wass given a four hour window again 8-12pm the following week (seven days later). I called Sears that morning to ensure a tech would be at my home between 8-12pm as told a week earlier, I was told that a tech would arrive and call before coming. At 11:24am I was called and told that a tech would not be able to come and service would need to be rescheduled for the following week. UNACCEPTABLE. I asked to speak with customer service to get my money refunded $205.63, I am going to buy a new dryer from another retailer. The person on the phone was very rude and told me that he did not deal with money and refunds, I repeated for him to connect me with customer service or whomever does handle money and refunds. He hung up on me. I called back and asked for customer service. After telling my story to two people and being on hold for 15 minutes I was told that a refund could not be given until the parts that had been ordered by the original technician and delivered to my home by UPS where picked up by Sears. I had to schedule another four hour window four days later for someone to come and pick up the parts, I then have to call Sears to get my refund. Sears had dropped the ball big time and has lost a customer for life. I have purchased many items from Sears in the past, many that cost thousands of dollars. I will not spend another dime in Sears. Sears has lost their appreciation of their customers and their poor customer relations is one of the reasons Sears has had such a decline in business. Sears used to be legendary and a premier in the industry. Now they have hit rock bottom and it is no wonder they have the economic issues and low customer counts.

Jeffrey Forlastro
[protected]

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Marilyn Boggus
Houston, US
Sep 02, 2010 8:35 am EDT

Had an appointment set up for today under their extended warranty program - they called this morning and said so sorry - overbooked - you will have to reschedule. This is not the first time this has happened! Don't sign up for their service - it is lousy! If and when they get here, it is usually another wait for them to order parts (even common ones).

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Sears very poor shipping

On Friday I ordered a door seal. I was told that it would be delivered on Monday. Ieven got the email confirmation stating Monday was the delivery date. I thought this was very cool since I hate to wash dishes for my family everyday.
Monday came and went, no part. Tuesday came and went, not part. I called sears late Tuesday and was told that the $14 I paid for shipping on a $53 part was "standard shipping" for a 5-7 ( or maybe it was 7-9 ) business day delivery. WOW, talk about a shipping rip off.
I'll never order anything from this place again... EVER.
Meanwhile, I wash and wash the dirty dishes!

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Lousy way to do business
Odessa, US
May 21, 2012 9:05 am EDT
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I made a mistake while ordering a part and immediately tried to change it. I was told that it was clearly stated in their policy that there can be no changes or cancellations once the order is placed that I can call for a "cancellation number" when I receive the item. They will not return the $10.99 that I paid for postage and I will have to pay for the return postage and the "cancellation number." I thought I could trust Sears.

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Shelly12345678910
, US
Dec 01, 2009 2:34 am EST

I ordered $100 in goods earlier this month and aside from receiving a couple items, it has stated this entire time that the rest of my order would arrive in "7-9 business day."
Ummm...it has been a month and there isn't even a tracking number.
I just emailed Sears.com about this AS WELL as a package of men's Adidas cologne (for my boyfriend) I bought off their site which arrived with the plastic screen to the box ripped off and jabbed numerous times with what I believe was a pen. Also, the package was rather out of shape and the cologne was out of the package with the lid off. How embarrassing giving it to him Ughhh!
I had no idea that such a large corporation could be SO ###.
I would rather have paid extra and shopped from Macys, Jcp, or Bloomies than deal with damaged goods, and packages which never arrive!
The shipping is ridiculous as well -- I agree!
I hope your dishwasher arrives. I'm never ordering from Sears.com ever again neither!
SEARS SUCKS!

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Sears defective repair/deceitful diagnosis

From: [protected]@hotmail.com
To: [protected]@aol.com
Subject:
Date: Fri, 18 Sep 2009 18:38:40 +0000

*
PEACE

SEARS AUTO CENTER

[protected]

Hello Joni,

I am BJ. BEATTY, my family and I recently moved to PORT RICHEY FLORIDA.

Since hurricanes KATRINA and RITA we like so many others have lived multiple states.

My wife and I chose this particular town for medical and academics reasons

She has a terminal condition called LUPUS and we have school age children.

We recently had our car serviced at a local SEARS automotive repair station.

We have always trusted in SEARS for integrity and quality goods and service.

Today the automobile that we had serviced has been rendered BROKE DOWN.

This is our only means of transportation. Thus I wanted to make sure that the work that was done was done professionally.

This is why we had the service performed by SEARS.

The service that was done was determined so be sufficient. I am a member of the FIRST BAPTIST Church.

My wife and I also operate a ministry that aids in transporting shut ins to and from DOCTORS appointments.

SO WE DESPARATELY NEED TRANSPORTATION.

The assessment made by your shop manager was accepted and the supposed repair was completed on the same day.

The repair date was 09/07/2009 the automobile was dropped of at 09:20 am.

The actions performed lasted for exactly six days. As we were returning from church services we begin to experience some of the same issues that we thought SEARS had professionally repaired.

We paid to have auto towed to sears on Sunday the service manager indicated on Monday that he would have it towed to another location for an evaluation that he was unable to perform.

I was told that the matter would be handled by Sears for it was apparent that SEARS automotive repair department had misdiagnosed the repair.

I was told someone would contact me when it was ready for pick up. The following day I had to call the manager (ALEX MACALUSO). He was not in but left word with Joe Esposito that he would be gone for the day.

I was unable to call back the following day for my wife is experiencing major complication from Lupus thus our family was committed to be with her at the hospital.

Our Pastor/Friend made contact and ultimately spoke with manager ALEX. He was told to call back several times. Finally manager Alex became verbally abusive and totally unprofessional.

We were told to contact STORE MANAGER ORLANDO PEREZ for the matter was out of his hand, and he did not care to be bothered by our church nor our automobile.

Many attempts have been made to contact Mr. Perez but he seems to be ever elusive and my Pastor and have no desire to contact Mr. Macaluso because he has very mean attitude and wishes to now hang up as soon as he realizes who is attempting to make contact.

Ms. RENICK our church loaned us the $385.74 to pay for the repair. This is why our Pastor/Friend elected make contact. Not to mention that a vast majority of our members shop at Sears for all the reasons mentioned before. This is why this whole ordeal has been so devastating. We have patronized Sears for years and have been confident that our experiences would always be positive.

That is not the case anymore. I am 60 years of age and really do not need this aggravation

I grew up with Sears in my family. Right is Right & Wrong is Wrong!

We need our transportation repaired.

We need someone within your corporation to intervene.

Sincerely

Mr. & Mrs. Beatty.

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Sears policy for master protection cancellation

I purchased a Sears dishwasher approx. 2 years ago. I also purchased a 5 year Master Protection Agreement along with the dishwasher.

I am moving and no longer in need of the extended warranty. I called today to cancel and was told that they
would credit me once I gave them the credit card information that I originally purchased the dishwasher with.
I explained to the representative that I no longer had the card, the account was cancelled a year ago. He told me
that this was the only way they would refund my money. How is this possible? I answered all their questions, they have proof enough that I am the original buyer. I am still at the same address where they delivered the
dishwasher, but because the account is closed I cannot be refunded my money. "This is our policy" is what I am told by the manager in charge. When I inquired about what the company that I no longer have the account with would do with my money they were going to give to them, they told me "They should send you the money, but I don't know for sure". Boy, that is a wonderful response.

Apparently Sears believes you should be bound by your original payment method. It's not like I purchased the item 2 weeks ago and are trying to scam anyone. They have had the money for 2 YEARS.

I can assure you I will NEVER purchase another item from Sears. At this time, every appliance (except my microwave) in my home has been purchased from Sears, but at my next house I will not make that mistake again!

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Sears Oven Broiler element caught fire

My Kenmore electric range caught fire while broiling a steak. The broiler element became white hot and continued to burn after power was shut off. Fire Department called. The element broke into white hot flaming chunks and fell to the bottom of the over where it continued to burn white hot. I purchased the oven new about 5-6 years ago.

Sears web site customer service does not handle this type of complaint. Phone numbers are for service or delivery only. I cannot get through to someone who will help me.

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jd90277
San Francisco, US
Mar 09, 2011 2:16 pm EST

My Sears Kenmore Electric Range Model [protected] oven seal contains toxic materials. A few minutes after I turned on the automatic oven cleaner, a foul smelling toxic gas filled my apartment and created a cloud. There was no way to shut off the oven. I even tried unplugging it. But nothing would stop the oven cleaning. When I tried to open the oven door, a flame shot out. Everyone in our entire apartment building left their apartments and went outside because they could not breathe. Sears sent out 3 repairmen on 3 different occasions and only the last one admitted that the seal on the oven door was the problem. He replaced the seal. But now I am scared to clean the oven. The toxic materials might get into my food. My lungs are already damaged. How can I get Sears to admit that they used toxic materials in the seal? Are there any class action suits that I can join?

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Bradley P
Terre Haute, US
Apr 23, 2011 12:25 am EDT

I also have a electric range and it to caught fire. I was sitting right beside it and was able to get it out myself. I had to turn the breaker off to finally get it to turn off. I called Sears and they hung up on me and was willing to send someone out to put the same board with safety issues also. They really disappointed me with the fact they didn't even care what model it was. My last Kenmore product I will buy. I will buy from someone who actually makes the product, instead of put their name on it.

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talleyho
Burke, US
Oct 21, 2009 4:50 pm EDT

Almost the same thing happened to us on 10/16/09. I turned the stove on 375 and set the timer for 25 minutes. After 10 minutes, the stove beeped twice. That caught my attention so I went into the kitchen to find that the stove switched over to broil mode (on its own accord) and the only way we could get it to shut off was to kill the circuit breaker. After letting it cool for an hour, we switched the breaker back on and the same thing happened. I called Sears and they said the only recourse I had was to file a complaint with the CPSC. I should mention that the stove is only 5 years old. Sounds like we're in the same boat. I know there was a recent recall for some Kenmores because the stovetop would stay on. Maybe they'll issue another one. Good luck.

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Santo Palomo
Los Angeles, US
Oct 02, 2009 8:12 am EDT
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You should have taken some pictures and sent them with your explanation of what happened to your state consumers affairs department and at www.SEARS.com. At the SEARS website click on Customer Service at the upper right hand corner.
Under PRODUCTS you can see if your toaster oven was recalled under Product Recalls. On the same page you will see at the bottom of the page NEED HELP? You can phone, E-mail, or Chat. I'd also go into a SEARS store and talk to an appliance salesperson and see what they can do for you. Or what they won't do for you.

It's particularly important to fillout and mail the registration card when you open and use the product. It's a way the company can send you any recall, safety, and service information or send you parts to change out. Otherwise, the manufacturer or the company you bought the appliance from thinks you bought the product from a garage sale or flee market. Unfortunately, if you don't buy their service agreements it becomes the price you pay. They just don't make them like they used to.

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Sears finance charge

I paid double the minimum payment and still got a huge finance charge! This must be illegal. Can someone answer as to when Omama's credit card ant rip-off legislation goes into effect and who is fighting Sears on this incredibly terrible business practice. I will never buy from them again once I get this card paid off. Never.

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baffaled
Hesperia, US
Feb 03, 2010 3:24 pm EST

I a sears master card holder have come upon hard times like most of the world. Made payment a arrangement with sears for my sears card and master card on the same day with the same person on the phone. When I reviewed my bank statement after a very rude call from a collection agent in reguards to my sears master card. The arrangement went through as planned for the sears card but not for the master card. Now I'm in collections and have a bad report on my credit. No one at sears can help they say but it is there fault that the arrangement did not go as planned. I trusted that they would do what they promised. Sears is the ones that called and wanted the payment plan to come directly from my checking account and that is the way it was suppose to happen. and now I pay the consequences. There has to be someone that can reverse this BIG MISTAKE that sears made.

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Sears slow posting of payment on account

I use my Sears Master Card for all small purchases (under $500.00). I am in Leesburg, FL visiting family and am scheduled to fly back to New York tomorrow at 11:40 am from Orlando. I have reserved a car at Budget in Leesburg and arrived to pick it up at 12:00 noon.

My Master Card was rejected because I did not have at least $200.00 credit available (my fault for not check the available credit earlier. I assumed I had at least that much.) I did have $184.00 avaiable credit.

I called the 800 number on the back of the Sears Master Card and made a payment from my checking account for $200.00. I asked the gentleman on the other end of the line if he could expedite the payment so that it would post immediately. I explained the situation to him. He said that the $200.00 payment would post right away and that I should have no problem renting the car.

That did not happen. The computer at Budget again rejected my card. I left to have lunch. I then went back to my father's home and called the number on the back of the Sears credit card. This time I was told it would take 24-48 hours for my payment to be posted to the account.

I told this person what the first person had said to me about the payment being expedited and posting "right away." This second person informed me that Person #1 should never have said that to me. I asked if anything could be done to post this payment now. She said nothing could be done. I then asked to speak to a supervisor.

The supervisor reiterated that nothing could be done to expedite the posting of the payment. I asked that if I went into the local Sears store and paid $100.00 cash on the account - would that cash payment post immediately? He responded in the negative. He stated that only debits to the account (purchases) are posted immediately.

I asked if there was anything that could be done to credit the account with only $16.00 to bring the credit available up to $200.00. He said he would ask the computer for a credit increase. The computer rejected the request. I ONLY NEED $16.00 CREDIT. I have paid my bills on time. I cannot believe that there is nothing that Sears could do to help me out of this $16.00 bind, given my payment history.

Why is this so difficult?

Robert Memmoli
Account: [protected]

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Sears simply awful

I have had the worst customer service experience the Sears Rockaway NJ store. Actually this is the second issue regarding the same product; a 30” slide in range that costs 1500.00. The first issue was at the time of purchase on 2/10/2008, and the second when it was SUPPOSED to be delivered and installed 3/1/2008.

The purchase of the range took 3 trips to Sears to complete the transaction due to the fact that the sales associate and her manager could not correctly figure out if the range was hard wired or required a cable, then could not determine if the cable and a mounting bracket were included or not. I left the store and contacted the Sears National parts service center and found out the details; and was informed that a cable was required and should be ordered at the time the range was to ensure the installation could be complete. I then went back to the store later on 2/10/2008 and the sales associate informed me that the cable was included and I would not need to order it separately so we completed the transaction and I was given an extra $50.00 off of the purchase price of the range for my trouble. The sales associate also noted in the delivery instructions that, “the installer was to pick up the unit at distribution center 8714, and take away old unit.” The next day the sales associate phoned me at home to advise me that I needed to have the cable and should go to Home Depot to get it. So I did.

The second issue arose on 3/1/2008 over 3 weeks later at the time the range was to be delivered and installed. As per the process the Sears installation vendor (NOT Sears as I later learned) phoned within 48 hours of the purchase and we arranged the install for 3/1/ 2008. On Friday 2/29/2008 they confirmed that they would be at my location between 9am and 1pm. They arrived after 12 noon and asked me where the range was? I advised them that it was to be delivered at the time of installation and that I would show them my receipt. I was informed that it didn’t matter because they didn’t have it and there was nothing they could do. I requested that they wait while I call Sears and they jumped into their truck and left. I contacted Sears in Rockaway and the appliance manager and sales associate advised me that there was nothing they could do so I requested to speak with the store manager who was too busy to talk with me and never bothered to return the two messages I left. I advised them of the importance of getting this done today due to the fact that I had furniture moved the old range de-installed cleaned and ready for haul away, and basically my house turned upside down to ensure NOTHING caused the installation to fail but it did anyway. And would I be traveling the following week and the next weekend I had important commitments and could not wait for 4 to 5 hours for the installation. After that I spoke with the National Customer Relations Team that told me how very sorry they were and then emails started to arrive to tell me how sorry Sears was about the situation and they would contact the Rockaway NJ store to see what could be done. I was then contacted by the store manager of the Watchung New Jersey Sears who was a bit upset with me because I logged a complaint with her store and didn’t even buy the product from her store. I advised her that it was a mistake by the National Customer Relations team and she said that she would get that changed to the Rockaway store, and was sorry to hear I had a problem but she too could do nothing.

I then contacted the Sears Installation department that actually showed some effort to correct the situation. I ended up speaking with them numerous times throughout the day and learned the following things about the Sears delivery and installation processes:

• The original order was processed wrong by the sales associate; however the department manager in the store disputes that fact
• The delivery notes on the order do not download to the installation reports to the installation vendor so they never saw them
• Installers are not allowed to answer their cell phones at a customer site – a Sears requirement
• The installation vendor’s hours of operation are Monday to Friday 9 to 5pm, even though the message states that their hours are Monday to Saturday 9 to 5pm. They changed their hours about a month ago but didn’t update their message, or provide any emergency contact information.
• The Sears installation team has a special number to reach the owner of the installation vendor however the owner did not bother to return their calls.
• The Sears installation department only has the option to offer another trip charge to the installer to entice him to adjust his work to meet the commitment Sears and the installation vendor originally made to me.
• Even though the installer may be enticed with an additional trip charge he can not change his schedule unless the owner approves. As I stated earlier the owner of the installation company did not both to return the calls from the Sears installation team, provided they even placed them.
• The Sears National Customer Relations Center sends emails and that’s all! And is very sorry for your inconvenience and contacts the local store to resolve issues. The local store manager never bothered to take action that I could see.
• Even if the installer would have agreed to do the job, and the owner of the installation company would have actually called back and approved the change there was no telling if the installer would have had access to the Sears Distribution Center to get my range, because installers only have limited access on specific days and times. No one at the Sears installation team really knows exactly what the DC hours of operation are.
• The Sears Rockaway store manager and owner of the Sears installation vendor company could not be bothered to get involved to support the resolution of the issue.
• I was advised that the distribution and installation processes have changed recently and not everyone is quite up to speed on them.
• Disputes between the Rockaway sales department and the installation team continue as to whether the order was right or not even after the order was cancelled. I wonder if the installation could have actually worked out if the effort was put into correcting the situation instead of pointing fingers.

This is all of the garbage and information that I have been forced to come to know while I was just trying to get my range delivered and installed. The manager of the appliance department seems to feel that offering $ will resolve any issue and refused to understand that I needed my range installed on the day they originally committed. The next date that was most convenient date for Sears and the installation vendor was not convenient for me, besides the fact that I would need to take vacation time. And my old range was already de-installed and my house is turned upside down with furniture moved etc for the installation that no one could seem to get done. The managers from the different stores and installation vendors etc could not be bothered to get it done either. I received another call from the appliance manager offering me more $ to agree to another installation date, and again I had to advise him I would not be in town next date that was convenient for Sears and the installation vendor. The theme here is that it’s got to be convenient for Sears and the installation vendor even though the first date was they couldn’t meet that one either. The date that most convenient for me was the original date that Sears and the installation vendor agreed but were unable to meet. I was contacted the next by the Sears installation team and was advised that they were continuing to work on trying to complete the installation but the associate openly admitted that he probably can’t do much. Twenty minutes later I was advised that yes they found an installer however the distribution center was closed and they could not get the range anyway. Sears did however perform one function flawlessly, they happily cancelled my order. My next struggle is to get back the $600.00 I already paid on the range

On the Sears website their mission statement is:
Sears is dedicated to providing our customers with a superior level of service, but is unable to provide even the standard level of service that they committed to me in the first place. They provided me with the steps that I needed to follow to ensure flawless execution of their process, however when everything on their end fell apart they were unable to complete their process I was forced to understand all of their people, process and technology shortcomings. It’s obvious that Sears and their vendors do not walk the talk.

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CJ
, US
Sep 15, 2009 4:13 pm EDT

My refrigerator was running too cold & the freezer was too warm so I called Sears. The repairman was here about 1/2 an hour and said it was the Control Board and it would be $445. for the repair. I said no, let me check about what a new refrigerator cost. About 5 minutes later after going onine, the repairman said he changed the Labor code and it would only cost $330. instead. I deliberated for a minute and then decided to have the repair done. He had already changed the part without authorization & decided to change the labor code because he was afraid I would not have the service done. The part was $205 and the labor was $124. The next day the refrigerator was still not working and running the temperatures as before the repair. I called and they made another appointment. I had to take more time off work to sit and wait. The new repairman said it was the sensors and would only charge me for 2 of the sensors and $0 labor. I paid only $21. for the sensors. I called (as recommended by the repairman) to get a credit for the part that was really not needed. They told me they would only give me $92 credit because of the difference in labor codes. The sensors were $21 and they had a charge of $212 labor but was $0 on the bill. They wanted me to pay $212 labor for a $21. part installed. I argued about the part for a while & I told her I would put a dispute on my AMEX card and the customer service gal said "Thank you for calling Sears" and hung up on me. I called today the National Customer Solutions Department & told them my story and they said I received service and parts and that they would not credit me ANYTHING and gave me a case number for the dispute. They told me that I received parts & labor (even tho they were wrong) and had to pay for them. When I complained it didn't work, she said it was "their policy" and she was only following it. So am I to surmise it is my fault for trusting Sears to repair the refrigerator and regardless if it needed it or not I should have to pay for a $205 part that was not needed because I "authorized the repair". It feels like they play with the labor codes to suit their situation and generate more revenue by putting in wrong parts & charging more labor. Pretty incredible way to do business and then tell the customer its their own fault.

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notamoron
smartville, US
May 22, 2010 2:10 am EDT

installers dont make more money for trip charges, [censored]. they dont get paid if its not delivered.

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notamoron
smartville, US
May 22, 2010 2:09 am EDT

wow, that was a really long statement to tell me that, YOU ARE AN IDIOT, a REAL man like myself knows if it is hardwired or needs a plug, a real man knows this before purchase. but you are probably an Alll mighty doctor or Lawyer or some Fing fat cat that makes too much money to know the Basics of your own house... and to the rest of you. do some research before you buy, or be [censor] like this Fer

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.

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