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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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3:26 pm EST
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Sears refrigerator & extended warranty

We purchased the Kenmore Elite side-by-side in 2004, and have renewed the MPA every year since (good thing we did). FWIW, all major appliances here were purchased at Sears-Electrolux stove, Whirlpool washer and dryer, Bosch dishwasher, and I have been a Sears major appliance customer for 25 years and in 4 states.

The Kenmore fridge has been a lemon, requiring 1-3 service calls per year, most but not all service issues being for the icemaker. The icemaker continues to malfunction, at several points freezing over and then dumping water on the floor, which will require the replacement of the hardwood flooring in that part of our kitchen.

On November 26, shortly before Thanksgiving, I reported a new problem. The fan that circulates the air within the refrigerator started emitting a loud buzzing noise, discernible throughout the house. Besides being an annoyance, our concern was that the sound presaged the death of the appliance on Thanksgiving day.

The bright side was that the Sears CS rep who took the complaint told me that this was my 4th issue with the unit in 12 months, and that I qualified for replacement under Paragraph 8 of the MPA (who knew?). All it required was confirmation by the service technician. On November 30, Sears technician Stefan arrived for the service call, HEARD the refrigerator noise before entering the kitchen, and confirmed that there was a problem. I also showed him he malfunctioning ice maker unit, which he confirmed as broken and replaced. Stefan also said that as this was my 4th service call in 12 months, that I should begin the replacement process immediately by contacting Sears CS the next day.

So far so good, right? The replacement ice maker that Stefan installed was defective (photo attached). The wire overflow indicator that signals a full tray was broken, out of the box. And to add insult to injury, Sears CS rep Tomika (sp?) told me in no uncertain terms that I did not qualify for a replacement, as I had not had 4 identical, single ticket issues within 12 months. Apparently, repeated trips for the same issue count as one service ticket. This policy was confirmed by Social Media CS rep Zack (sp?).

So here are the issues:
A Kenmore Elite product with well documented service problems and 6 years of coverage under MPAs.
An assurance of replacement by a Sears representative, confirmed by a Sears service technician, due to 4 service calls within a 12 month period, per P.8 in the MPA.
A reneging of this promise by Sears CS reps
Installation of a defective part by a Sear service technician, requiring yet another service call
A still-broken Kenmore appliance, resting comfortably in front of the floorboards it ruined.,
Upon reflection, it makes you wonder why I would want another Kenmore appliance. But after paying over $700 over six years for the MPA I feel that it is incumbent upon Sears to stand by this agreement and their products. To date, that has not happened.

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mommy2three
temple, US
Dec 02, 2010 4:30 pm EST

thats BS, I'm a sears employee and we replace products for alot less problems, call 188sears and tell them whats going on ALSO make sure you write down EVERYONES name. I would also go into a sears and see if a manager can help you and talk to them about the MPA

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11:41 pm EST
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Sears ripped off!

I am writing after a horrible experience with the OakBrook, IL Sears Auto Center branch. Wednesday 11/24 my car had died and I had it towed to the closest location to my job due to mile restrictions on my insurance policy for road side assistance. Back in January 2010, I had a new car starter put in my car and found out that it happened to still be under warranty for another 2 months and I could go to any Sears Auto. I had my car dropped off and repaired within 4 hours, and was told it was the starter and it was replaced free of charge, due to the warranty. When I got in my car afterwards to head home, the startup lagged and I noticed the Check Engine light was on. I immediately called Sears and told them and they said I could bring it back Friday to have it tested to see what it was. I stopped off somewhere shortly after and when I tried to start my car again just an hour later it lagged and almost didn’t start which concerned me. I live near the Niles Auto Center, and they told me that I could bring it in there Friday to have it looked at also. After waiting a half hour and literally chasing down a mechanic that actually acknowledged my existence, they tested my car and said that there was a problem with the Crank Shaft Sensor and they could not fix it but I could bring it to the Shell Gas Station down the street, which I did. I brought my car there at 11am on Friday morning and waited 7 hours to get a response from the mechanic who then told me that the starter was put in wrong because the teeth within it didn’t match up. He told me he had to take the starter out and put it back in and then put the Crank Shaft Sensor in. I asked why the sensor went bad he told me he didn’t know, to take it up with Sears Auto, with the knowledge and common sense that my car was working fine on Tuesday 11/23 and there was no issue with the sensor or Sears would have told me about it instead of just replacing the starter.
Today 11/29, I contacted the manager, Matt Simmons, at the Sears in Oakbrook and told them about the incident on Wednesday that caused further issues with my car. He was very concerned and polite on the phone stating that shouldn’t have happened and he would reimburse me the money that I needed to fix the new issue, which was caused by the Starter that was put in on Wednesday. I met with Matt Simmons at 3:30pm today and showed him the receipt which just showed the labor and part price for the sensor. He stated there was nothing on there in regards to the Starter, which was the conversation that myself and the Shell mechanic had about the starter not being placed correctly. Matt Simmons contacted Shell on the phone and they proceeded to make jokes about me coming in the store just to get money. Shell told Mr. Simmons that my car was not there for 7 hours and that the sensor had nothing to do with the starter, which is not what he told me directly after charging me for the work. Mr. Simmons hung up the phone and told me that it was normal wear and tear and it was not Sear’s problem. I explained to him that the issue with the sensor didn’t even start until they put the starter in my car Wednesday. Mr. Simmons then rudely asked me how do I even know he put a sensor in my car? He could have just told me that and that I was ripped off. I said I was not a mechanic I wouldn’t know. He told me that I was just trying to receive money from him which he was not going to pay because I didn’t have proof Sears had anything to do with the sensor. He then told me to get out of his store and walked behind me to make sure I left, with more than one mechanic to witness this.

Myself and my family have been going to Sears Auto as long as I can remember, and I have never been disrespected or laughed at by anyone in a customer service role, especially a Manager, as I was today by Mr. Simmons. I have never been accused of trying to get money from anyone and his demeanor was uncalled for by kicking me out of the store, especially in front of customers. I would hope to receive some kind of an apology as I am very disappointed the way a manager would talk to anyone like he did. I am not writing to receive any form of money by any means, I was rudely shunned for not knowing about cars and was treated like a fool when I went there to resolve an issue I believe was caused and misdiagnosed by Sears. This was by far the worst experience I have had with a company, and I would hope the matter will be looked into as I feel I was ripped off and then severely talked down on.
Thank you for your time and I would hope the mannerisms that Mr. Simmons showed me today, is not a sign of the future in Sears customer service.

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11:04 pm EST
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Sears false advertising, taking our money falsely

On Black Friday we wnet to Isabela store and asked if they had refrigerator on sale in black. The saleman checked the computor and said it was in warehouse. We laid it away and on Saturday went and paid it off and as on Friday we were told it took 3 days to get. He called me today and said it would be January. I need it now and we asked manager to let me have floor sample and she would not. The warehouse DID NOT know it was a layaway when the saleman checked availablity. I think they need to substitute one for the same price but will not. I have bought from Sears in Virginia for 40 years and would never have been treated like this. I feel I was discriminated against for I am an AMerican. SHe would have figured out a way to help a Puerto RIcan. We have to go pick our money up tomorrow and will file a com[plaint with DACO in Puerto Rico.

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Update by Mary Haga
Jan 05, 2011 1:24 pm EST

On Monday 1/3/11 I called MAyaguez store Optical department and spoke to a young man who spoke fairly good English. I asked if they took MAypre insurance my husband has and he said yes. We made the trip yesterday which is a problem for I am the only caregiver for my 87 year old mother. We live 35-40 miles from this store. The lady said they do not take Mayfre and of course the young man who told me was not there but the girl at the desk knew he talked to me and what he told me.I thought and hoped my bad experences with Sears was over. The district manager gave me his phone number but I have misplaced it. I was just another American that could tell anything to.
anager that called me from Isabela to please call me again

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9:39 pm EST
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Sears customer service sucks!

Nov 10, 2010, I ordered some Attitude Aprons, which I wanted by, and was told would be in by, Thanksgiving Nov 25, since their shipments came in every Tuesday and Friday. I ordered it IN THE STORE (with the help of their own employee) on their computer, and they were very quick to run my debit card for the entire purchase AT THE TIME OF THE ORDER. Not only did my order NOT come in the following week... it was not here in 2 weeks... it was NOT even here in time for Thanksgiving! On Nov 29th, I called to cancel my order and have my card reimbursed. The first 2 calls, Customer Service hung up on me. The 3rd time, I called back, and asked for the Customer Service Mgr, but it was the same girl who had hung up on me, so she would NOT give me to the Mgr! She asked me for the return number from my receipt, which I read to her, then she said, "I'm sorry I cannot refund your card. It appears that your order is in transit. You will have to wait until it gets to our store, and then come in, and you will be charged a small restocking fee." I argued "why would I pay you to restock something that I have never taken possession of!"... I got hung up on again...

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11:19 pm EST
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Sears diversity

My subject is Diversity, Does a 17 yr old who is in remission with cancer qualify as diverse? My son works for Sears in the Mall in Florence Ky. He has for quite some time, yes he is a cancer survivor. he was dignosed with Leukemia, in 2002. His name isBbrady Curtis and apparently he wont speak up for himselp, but I hismother will. My son does not call in ever...maybe 2x in a year. He is sick quite often, apparently when they call him in on his days off, he tells them no often because he is sick... In return they schedule him 3 hours a week. This coming week he has been scheduled NO hours. What seems to be the problem? I think they are treating my son differently than they do others whom work there. I am not happy, not sure what my next step will be, But New hires get more hours than him and some of the management are quite rude. My son has been thru enough, I want something done now or Im going to be talking to someone else. Cheryl Curtis. Thank You

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Keek
Salt Lake City, US
Nov 27, 2010 12:24 am EST

I am confused by this post. I am sorry for your son's hardships, but I am not understanding your question about diversity. No, a cancer survivor doesn't qualify as diverse. If he needs reasonable accomodations due to his illness or recovery, he can apply for that.

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7:35 pm EST
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Sears fraud/false advertisement

This is to warn Consumers that Sears.com does not honor their advertised pricing. They say its on their online disclaimer. They are at hopes you wont notice. If purchasing multiple Items when you go to cart the prices are increased one even doubled! I was promised by a customer service rep that if I purchased it she would credit me, that is the only way. Well needless to say it said the order did not go through(but later saw it was charged)she then said to call customer service they will take care of you and credit you. I received her employee number and everything... It was all a farce two more supervisors later they will not honor the price. This is a scam and a rip off...They no longer have me ever as a customer.

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TDhillon
, US
May 29, 2011 12:00 am EDT
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Sears.com
Posted: 2011-05-28 by TDhillon
FALSE ADVERTISEMENT
Complaint Rating:
Company information:
SEARS.COM
California
United States
SEARS.COM

I have a online profile Sears.com and have ordered numerous times through this website. I had similar problem prior, thought it may have been a isolated occurrence, it happened again. I ordered 2 ipad 32gb @300.00 as advertised on sears.com, paid with paypal option. Paypal has my shipping address (confirmed), and have seller protection provided they ship to address on paypal payment. Verification department from Sears called the next and they were provided the same information as on paypal but it seems like sears.com just wanted to find a way to cancel the order because they did not have the item to fulfill. I told the obnoxious verification person, who would not give me his name that I can go to the Sears store and have them verify whatever they want to verify and not cancel the order, guess what ? they cancelled the order. I called customer service at sears.com and they said they will reinstate the order and I will need to pay with another credit card besides paypal. I said okay, go ahead and I will give them a new credit card number. Could not complete order because of course they did not have any in stock and but for $80.00 more they will sell me the similar item. What a scam... Sears.com ought to be ashamed of themselves. I will try to call their headquarters @ [protected], although I do not expect much from them. I have filed complaint with FTC for false advertising.

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10:59 pm EST
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Sears another f1 issue on fancy washer

After having the F1 error on my washer for weeks and not finding any answers in the manual (except to call an expensive repairman for something that might be minor), I researched the issue on the wonderful internet. I, ofcourse, found out that many people have had the same problem with the Kenmore Elite Oasis top loading washer. I spent a lot of money on this washer and dryer set and do not expect it to break down after less than 3 years. I am not very handy and am a single mother with three children...and many loads of laundry. Advice? Is there a recall? Can I get Sears to repair the faulty washer for low or no cost? Thank you, Carolyn

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1:27 am EST
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Sears craftsman heavy duty stapler

i bought a craftsman heavy duty stapler 20 years ago life time warranty when i went to exchange it they told me only has one year warranty and it will say that on box which i did not have with me at that time i went home and looked at the box it does not have anything about warranty so i took the box back with me and the salesman and manager of tools walked away from me i have all craftsmen tools in my wood shop and garage i like craftsman but all i ever get out of Whitehall pa. are excuses if i go to another sears its all together different i don't mind paying for a good tool but i expect it to last respectfully scott webber

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nl9
Red River, US
Dec 29, 2010 7:21 am EST

Probably a new associate. Sears now has a 1 year warranty on tape measures.They will replace your old tape one more time but from then on it is just 1 year warranties and they don't cover the blade so if you want the exchange it just break the lock mechanism lol

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1:46 pm EST
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Sears customer service

Customer Service is the worst! Scheduled service call for my washer online last week. Called customer service 11/15/10 and spoke with employee id #532069 (did not catch her name the first time, but was able to get her id # after I had to place a 2nd call). I asked for the name of the authorized service company that would be handling the service call. In a very short and rude tone she informed me that even though the appointment has been assigned she would not give me the name of the company. She said I would have to wait until the day of the appointment to find out who will be coming out. I explained that I would not be at home and that I need to the leave the information for someone else. She was very short with her response and said that I would have to wait until someone contacts me the day of the scheduled appointment. I could not understand why she would not give me the information; after all, she indicated the appointment was already assigned to someone. She would not give me an opportunity to speak; she kept talking over me and refused to give me the requested information. I asked to speak to her manager. I was abruptly put on hold for 25 minutes. Needless to say, I hung up when she never came back to the call or was connected to a manager. I hit redial and spoke with Cary and explained the whole situation and that I wanted to speak to a manager. She asked why and I said I wanted to make the manager aware of the rude and uncooperative behavior that was exhibited by one of their customer service reps. She too, left me on hold for 25 minutes. I still have not received any answers to my questions. This has been an extremely frustrating experience. I will never purchase from Sears again and want to make others aware of the poor customer service.

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ChelyMathew
Montebello, US
Oct 06, 2009 10:59 pm EDT

Case# 2824201

I purchased a refridgerator about 5days ago and it already gave up on me. The cooler and freezer just stopped working out of nowhere, the food started to spoil. I called Sears on a Monday to see what can be done. I was told that the nex available day to get it repair would be until Friday. Now today, which is Tuesday I called to advised them that I couldn't wait that long. I have a 1yr that gets up in the middle of the night wanting his bottle, and how am I suppose to take care of my baby's need. They pretty much didn't care. I spoke to about 10 different people, I was constantly transfered from dept to dept. The 1st peron said that she would take care of an exch for me but then we got disconnected, she didn't bother to reach me back. The 2nd person said that she would call me back after speaking to the store, and I never got a call from her. The 3rd person said that the store should be contacting me. The 4rd person hung up on me and was very rude, he didn't even give me a chance to explain my situation, he just said no you can not get your exch any time sooner and hung up!. By the time I got to the 5th person, it was 5hrs later! I was tired of dealing with them. I had never purchased anything from Sears and now that I did, I truly regret it. I even offered to deliver the refridgerator back to the store myself as long as they would refund me my money back right away and they said it would take 7-10 business days before I got reimbursed.

These are the depts that I spoke with and no help was given to me!
National Customer Relation
Customer Solution
Store Manager
Corporate Office

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Dani Carter
Bishop, US
Jul 29, 2010 2:49 pm EDT
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I feel your pain...sounds very much like my own experiences with their "customer service" Dept over the last couple of weeks (w/o a refrigerator!). Hope you get yours resolved soon. My husband filed a complaint w/Consumer Affairs...you might consider doing the same. If everyone stays silent, they will continue these business practices. They SUCK!

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9:49 pm EST
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Sears no customer service

I have never had a particularly positive or negative impression of this retail behemoth. I used to think Sears was a place to buy underwear or athletic socks and appliances and yard tools. I never was that impressed by the clothing they carried and never was a big Sears customer but was aware that as a rule, people thought it was a pretty responsible retailer with whom one could do business and be confident that you wouldn’t get screwed.

Well, that ship has sailed. Starting three years ago, I have bought several very expensive appliances from Sears and have been dealing with the consequences of their appalling attitude toward customer service ever since. I won’t elongate this post with a description of their failure to stand behind a very expensive built-in refrigerator that was defective the day it was installed. I will just concentrate on my recent experience.

Today’s disappointment, and the one that will permanently keep me out of Sears stores, occurred this morning. In my neighborhood, when I bought my house, the only source of gas was private propane tanks, one of which was already installed in my back yard by the home’s previous owners. In July of 2009, in anticipation of moving into my house in August of the same year, I bought several new appliances from Sears, one of which was a Kenmore Pro Series dual fuel freestanding commercial style range. These babies, for those of you unfamiliar with them, are competitors of Wolf and DCS in residential use commercial style ranges and while not as expensive as those brands, are still somewhere north of $4, 000 by the time you get them home and installed. In my case, I had to pay for delivery, installation, and removal of the old range as well as a conversion kit from natural gas to propane. In addition, I had to hire a plumber who is licensed to work on gas lines and propane to come and do the conversion since Sears installers either can’t or won’t.

After some false starts due to a broken gas line inside the cooktop at the time of delivery, I succeeded in getting the thing up and running a couple weeks after I moved in and was pleased that I finally had at least one big burner for, among other things, boiling large quantities of water for pasta. The cooktop portion of the range has 5 burners. Three can be used separately or together and are 9, 000 btu each. One that has a true simmer setting is a 5, 000 btu burner and the big one in the right front is 17, 000 btus. Everything was fine until PSNC, our local gas utility, announced that they were installing natural gas lines in my neighborhood and that installation would be free if you committed to converting at least one appliance to gas within 90 days of the line being run.

After some checking, I determined that natural gas rates are close to 50% of the cost of propane and don’t require a truck coming around periodically to refill my tank, so I decided that in spite of the fact that I would have to pay to have pipes run from my new service to the range, and also to have the range converted back to natural gas, it was a good idea to go ahead.

On July 30th, after seemingly endless phone conversations with a variety of Sears Customer Service personnel (and what a misnomer that is) I successfully ordered a set of 5 new orifices for the 5 burners to the tune of about $70. While this seemed expensive for 5 tiny brass fittings, it was unavoidable if I wanted to use the range with natural gas. The parts arrived a couple weeks later and I set an appointment date with PSNC to do the installation.

This morning, when the installers arrived, I handed them the envelopes containing the orifices and left them to their devices. After a couple hours, they told me they were finished but for one problem. The orifices Sears had sent me for the 5, 000 btu and 17, 000 btu burners were identical. Needless to say, when you turn on a burner whose gas supply is restricted to 29% of its correct volume, what you don’t get is much of a flame. It was obvious that they had sent the wrong part, so with the two installers standing in my kitchen and participating in a Sears Customer Services ordeal, I spent the next 47 minutes being apologized to by a series of impressively incompetent staff, each of whom eventually passed me off to another. In the end, the advice I received was that since they couldn’t supply the correct part, perhaps I should buy a new stove.

I was a little shocked by this attitude and asked the woman offering this advice if she had spent over $4, 000 on a new range 16 months ago and the only thing standing between her and being able to use its most important element was a brass fitting less than ½” long, would she want to ditch the appliance and buy another? Needless to say, I got another apology but no help.

Unfortunately, at this point, my phone was losing its battery power and I knew that after 47 minutes, our very unsatisfying conversation would be coming to an end. She took my email information and said they would do some research and get back in touch with me, and was in the middle of still another apology for what all Sears employees persist in call an inconvenience, and was cut off in mid-sentence when the phone, mercifully died.

I certainly have no expectation of ever hearing from them again. Sears doesn’t give a rat’s ### about their customers once a sale is complete. From the outset, the employees all insisted that they had no responsibility to do anything about the fact that they had sold me unusable parts because it was more than 90 days since the order. While it is true that 108 days have elapsed since I placed the order, it seems a bit unreasonable to say that if the customer doesn’t discover that Sears has screwed up within the 90 days they no longer have any responsibility to resolve an issue they created. Ironically, their in-house manual still says that if someone calls to order this conversion kit, they will be sent the same incorrect parts that were sent to me. They will do this to other people. What they claim is that the company that made these parts no longer makes the one that is needed for the large burner. I find this particularly interesting in view of the fact that Sears is still selling the range with the exact same specifications for the burner outputs.

In the end, the two guys from the gas company, who had dutifully stayed through the whole 47-minute ordeal with customer disservice (I had the various ###s at Sears on speakerphone), said that they could probably find out the correct diameter for the orifice to be to provide 17, 000 btus of output, and just rebore the orifice Sears had sent. It took one phone call to their supervisor and about 3 minutes to drill a new hole in the defective part. In another minute it was installed and the flame is up to what it should be. Thank God for competence at the gas company. Sears will never own up to this and I’ll be damned if they ever get another penny of my business.

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Coplas 01
, US
Dec 11, 2012 3:13 pm EST
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I am another former Sears customer driven away by their inept customer service. 2 1/2 years ago we bought new refrigerator, washer, dryer, and dual-fuel range to put in our new house. Immediately after installation, the refrigerator began leaking onto our hardwood floor. Also the flames on the stove were way too high. A few days later the drain on the washing machine popped out of the wall receptacle, flooding the laundry room, hall, and leaking into the basement and destroying several boxes of clothing. Dealing with the customer service folks was a total disaster. They claimed they could get out to service the appliances in a couple of weeks. Only after threatening to return all the units were we able to get service the next day. They fixed the fridge (installation error), but the range remained unsatisfactory because they don't carry parts on their truck! I fixed the washer myself. They were so horrible to deal with, we opted not to call them again. The range is still messed up, and the hardwood floors have swollen and will someday need sanding and refinishing. Our builder refuses to put Sears products in his homes because of so many complaints and poor customer service. I know I'm a wimp for not pressing them harder, but it's so distasteful dealing with them and their horrible automated phone system that it's just not worth it to speak with them again. Lowe's and Home Depot do a much better job of insuring customer satisfaction

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Monopoly222
Plainfield, US
Mar 12, 2011 12:22 pm EST

Hi,
I couldn't agree with you more in regards to Sears customer service!
I bought a brand new Kenmore gas Stove and spent over $3, 500.00 that day I bought it. I condition that I agreed to buy this gas stove is for the ability to use the cooktop during power outages her in NH.
Well...guess what? IT doesn't work during power outages. I am so PISSED! That is why I bought it. When we have been freezing our ### off during the power being out for over 3 days and not being able to even have a cup of coffee or soup...wouldn't you be pissed? I AM MORE THAN PISSED!
I went into the local Sears where I bought this stove to complain and the appliance manager told me basically he couldn't do anything but call the service manager in the morning. The local appliance manager checked for our information the next day and he can't find any of our purchases and doesn't believe that I bought the stove or anything from Sears. NOW I AM EVEN MORE PISSED!
I bought my stove, fridge, lawn tractor, snow blower, tools, washing machine, etc ath F'ing Sears!
I am not done with Sears or the local appliance manager. WHEN our power goes out again...I AM GOING to bring the media and my sleeping bag and food to our local Sears and attempt to sleep at Sears or get arrested to prove my point. SEARS WILL NEVER EVER GET MY BUSINESS AGAIN!
I am reporting them to the BBB also. And filing suit in small claims court.

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Sears purchased defectvie free delivery being charged delivery on replacement of defective product

Purchased New dryer from Sears - store promotion for Labor day free shipping. Dryer delivered and never worked properly had tech. in after taking whole dryer apart and made phone calls realized - needed NEW thermostat, which he ordered said would receive 10/9/10 via UPS and he scheduled appt with tech to come in on the 12th to install- BUT it never arrived and still hasn't. Through Customer Service and tech. we were told if it did not arrive call Customer Service to cancel follow up service call (tech coming in to install) and if we want request to have dryer replaced(the customer service rep on this phone call suggested it) we HAD that option as dryer was new and never worked properly- IT WAS PRESENTED TO US BY SEARS PERSONNEL, Dryer still under store warranty during all this. On phone 40 minutes (10/9/10) with First INCOMPETENT representive trying to set this up loses me while connecting me with delivery AND DOES NOT CALL BACK! I HAD TO CALL BACK THE 800 NUMBER AND START ALL OVER AGAIN with a new rep. because NO notes were on account about anything!?!?!? On the phone over one hour this time wasn't sure about installation as I had someone install first time and was not given time to contact to see if available. I was being charged for installation and delivery ( why should I pay delivery at all - if first one worked properly I would not need another one delivered.) Morning of delivery I have someone who can install I call 800 number at 8:00 am, - at first can not find anything on system. Then give me hard time about cancellng installation which they tell me is not even on their system but they are charging me! $189.89 - after much heartache I break down into tears for the terrible way I have been treated as well as my 77 year old mother. She has been on the phone with this as well and waited all day at home for the repacement part which never arrived. I am calling from work, my mother is home with strangers now knocking on the door for the dryer, just to replace dryer they inform my mother they are not to install anything. I am finally told Sears will try to stop the installation fee ONLY and if the team arrives to install turn them away, no team ever arrived by the way. Meanwhile I am still to be charged the delivery fee and tax?. As of this writing (11/13/10) The dryers have been switched (11/12) but I am still waiting to be credited the installation fee and no one will even discuss the delivery fee being reversed. My mother is PHYSICAL SICK OVER THIS as I write this. which in turn upsets me even further. This is horrendous I am at my wits end as to what to do.

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anon333
, US
Jun 26, 2013 2:20 pm EDT

Pay by credit card next time. Call the bank and have them reverse charges. Problem solved. Know your rights.

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9:29 pm EST
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Sears promotional balances

We bought a tv on a promotion. they do not charge interest if you pay within a year. well my wife sent the pay-off amount on one check and another check with the payment for the current month. they did not pay the promotion off, but put both payments on our regular account. she had written two notes telling them what the payments were for. i called and they told me they would transfer part of it, but they had to take a payment out of each check for the regilar account leaving a balance in the promotional account. i offered to pay the rest of the promo account, but she said i would have to pay another payment also, even if it was not due. then in about five days i would have to call back and request they transfer some funds out of the payment to the promo account. this is ridiculous and we used to shop at sears after 40 years we are done there.

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Sears scam

Sears pressured me to purchase a range and dishwasher. I did not want to purchase until it went on sale. Of course I purchase and just over 3 weeks later they went on sale. I called customer service as this is approximately a $400.00 savings. Not chump change. Sears said there was a 14 day price guarantee and 14 days return policy and I would just have to eat the $400.00. Their customer service is horrible as is there price match/return policy. I did approximately $8000 to $10, 000 of annual business with Sears and explained this to them. They did not care. I cancelled my credit card with them as I will take my business elsewhere. Poor policies and customer service. Please avoid shopping there.

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rrichmond
Okauchee, US
Jul 11, 2014 8:41 am EDT
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We bought a mattress almost 30 days ago from Sears. We know that mattresses tend to sag after a time so we got an expensive Sterns and Foster Walnut Grove Firm Pillow Top model with Double Titanium Coil Springs, after tiring it out in the store. We called the return line about one week after it was delivered to try to return it for a refund. We were told we need to wait 30 days for the mattress to settle in. Now there are two dips in the mattress and a hump in the middle. It is not noticeable to the naked eye, but a definite difference when you lay in the center verses laying where we sleep. So tomorrow it will be 30 days since the delivery. So I plan to take my lunch hour and go back to the store to arrange for an out right return and full refund minus the delivery fee and the restocking fee.
We had a sleep number I8 since 2010 and it has been great. But I have a birth defect and a very bad back so it became to painful to keep sleeping on it every night. We put it in the spare bedroom. After sleeping on the Sears mattress for a few unpleasant weeks we moved to the spare bedroom and the sleep number seemed like heaven.
We plan to speak with the store manager tomorrow and if that doesn't work we will call the 1-800 number that they gave us when they delivered the bed. I hope we don't have a problem accepting the return. We have a mattress pad on the bed but I sweat in my sleep even with the ceiling fan on medium. So I am hoping there is no water stain on the mattress or I am afraid we will not get our refund.
The sleep number sale is over on 7/13 and our return qualification date is 7/11, so I need to buy my new sleep number before I find out if I get my refund. Wish us luck or we will be out $2500.00 USD for the Sears and $3800.00 for the sleep number.

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ShirleyT
Thornhill, CA
Jul 11, 2014 7:37 pm EDT

Sears delivery service is unreliable. Spent the day trying to get Sears deliver on the day they said they would deliver fridge and dishwasher. Spoke with the store, customer service and a supervisor. No one was able to organize the delivery. I will not buy anything from Sears that requires a delivery date and time. Very disappointed that customer service is totally lacking.

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Lewis
, US
Aug 22, 2010 1:45 pm EDT

We purchased from Sears a Samsung front load washer/dryer a year and a half ago. Dryer quit about a month and a half ago, quit blowing hot air. Called the local Sears and of course was given an 800 number for repair. What a joke this is, the people on the phone know nothing, give you a date for repair, etc. Never talk to the actual tech. He finally comes, of course he does not have the right part, orders it - stating it will take a week to get, two weeks later he shows up. You guessed it, did not fix it, he had diagnosed it wrong, Of course we were billed 272.00. Order another part, still not here, back ordered. They just say, when we find the part we will set up a service plan. Bottom line, not fixed, no one knows when. We will NEVER buy an appliance from Sears again. I advice to buy local, from an owner/operated appliance dealer who cares about customer satisfaction and service. No I will call a local repairmen to finally get it fixed, I have paid 272.00 and still not working - they say I will get a refund in a week. Yeah right.

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Sears Employee
Sebring, US
Feb 16, 2011 1:45 am EST
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You're correct on the 14-day price match...if it goes on sale for less than you paid within 14 days, you bring your receipt into the store and a price adjust is done, you get the difference of what you paid versus the sale price, plus you get an additional 10% of the difference. However, Sears return policy is 90 days on everything except Electronics, which is 30 days. By the way, let me know how they pressured you into buying, I sell Sears major appliances and would love to know how to strong-arm some customers, lol.

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backstagemike
Clearwater, US
Nov 13, 2010 10:34 pm EST

I hate to see a complaint like this one here. It takes credibility from the complaints which actually have some merit. :(

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pobarjenkins
Minneapolis, US
Nov 13, 2010 5:21 am EST
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Sounds like you're having a temper tantrum. Some stores have no price match policy. Get over it, eventually no matter what you buy, it will cheaper than it was before. And no one can pressure you into buying something unless you're very weak-willed.

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cmm2k5
, US
Sep 02, 2010 5:10 am EDT

"Called the local Sears and of course was given an 800 number for repair. What a joke this is, the people on the phone know nothing, give you a date for repair, etc. Never talk to the actual tech. He finally comes, of course he does not have the right part, orders it - stating it will take a week to get, two weeks later he shows up. You guessed it, did not fix it, he had diagnosed it wrong, Of course we were billed 272.00. Order another part, still not here, back ordered. They just say, when we find the part we will set up a service plan. Bottom line, not fixed, no one knows when. We will NEVER buy an appliance from Sears again. I advice to buy local, from an owner/operated appliance dealer who cares about customer satisfaction and service. No I will call a local repairmen to finally get it fixed, I have paid 272.00 and still not working - they say I will get a refund in a week. Yeah right."

1. The service number you call leads to someone in a call center who should be able to look up your information and set you up with a Service call and put in any notes/symptoms your product is having for the LOCAL technician to look at, an experienced technician can get a better diagnosis with notes up front than a newer guy could. Keep in mind sears is a nationwide company meaning...the whole United States. You can not tell me when you call a service number you expect a LOCAL technician in your area who works a solid 9am-6pm schedule, constantly working, moving, and going to peoples houses, to pick up when you call the nationwide service number. That's ridiculous demands and its the same fast food mentality people have, they want stuff done NOW NOW NOW, no patience at all.

2. If you had purchased the protection agreement up front, you wouldn't be paying a single dollar on anything for the repair, no trip charge, no parts, no labor, no nothing. 4 Repairs with the same issue within a year, makes the product qualified for replacement and you receive a new dryer with free delivery/installation if its under your terms with the replacement. And yes you should get a refund on the parts portion, but with it being outside the warranty ( if thats the case ), you still have to pay for a trip/labor charge just like with any local or independent business. Maybe the technician you got was brand new and didn't know exactly what he was looking for, either way, it was unfortunate they couldn't get it fixed, it happens on certain products.

And as for JerseyGuy,

Sears Technicians if I recall, they ORDER brand new parts straight from the manufacture so you get the EXACT part you're looking for. But the problem I think lies when the appliances are being mass produced, the demand for the parts are high and ful-filling new orders outside of the manufacturing of the appliances are tough so it takes a little longer. I've seen it with panels on LCD TV's. There are 6 major Panel Manufactures for LCD TV's that need to cover how many different brands that exist? Think about it. And the reason why you got the part faster is because you probably ordered/bought it from a parts warehouse where they are stocked for resale.

See the difference now?

But yes I do think its unfortunate that's how it has to be done. Is it bad customer service? I don't think so. They are doing what they can to provide a service to the customer. But its sad that now-a-days most people want every thing NOW NOW NOW and that is the selfish, self-centered, self-entitlement, bad attitude from customers, that gives business's like Sears a bad falsified reputation. Just because they can't wait and have no patience.

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4:53 pm EST
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Sears paid bill early - can't get credit

My name is Jimmy D. Overton. I have had a Sears account for too many years to recall. On Oct. 1, 2017, I mailed a $60 check to Sears MasterCard. I did not receive credit for that payment and received late fees. I took my bank statement showing the check cleared Wells Fargo/Wachovia to our local store manager but the Mastercard folks wouldn't believe the Sears person. They asked for a cancelled check so I went to the bank and was told with automated checks no cancelled check was available but I was provided a Transit Routing form proving payment was received and made from the bank. Still it's not enough "proof of payment" for Citicorp. It has been such a headache we have decided to find someone else to do business with other than Sears. In 2017 alone we purchased a washer, dryer and freezer but it will be worth our money to do business where we get credit for being good customers who have paid their bills on time for years.

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sna4
Vancouver, CA
Nov 16, 2011 3:08 am EST
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Its been over three years I'm using Sears MasterCard. Everytime I use it I face some problem. It declines frequently. Once I was in the YVR parking lot with this MasterCard ( YVR parking used to take only mastercard that time) . couldn't able to pay my parking bill. I called them right away and they fixed it after a week or so.
I had similar situations this time when I was trying to buy airline tickets. It declined twice and then when I called they said they cleared out and assured me that I can buy my tickets then. Today when I went to finally buy those tickets, it declined again. In reply they said it will take a month to review my account and then I might be able to use it again. I never default paying my bills. Now I can't buy tickets because my other cards don't have enough credit limits to spend. If I can't buy tickets now, I may end up paying more. Sears MC never let me know when they review my accounts. There is absolutely nothing wrong with me as their customer.They put me in embarrassment and trouble.I think this should not be their policy and their customer service is not up to the expected level.They have not been able to give me any explanation for putting me on hold.

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Sears repairs

I have a Sears garage door. On Tuesday Nov. 8 it would open only part way and I couldn't open it manually. I called, told them my car was inside, I was elderly and disabled, but they said it was not an emergency, even though I badly needed to go get food. They couldn't come out until Friday. Fortunatly a friend and I managed to get the door open, because on Friday, Nov 12, when they called to say they were coming out I told them that the problem was that the spring above the door was broken (which my friend had discovered AND I HAD ALREADY TOLD SEARS) and they said they didn't fix that; that I would have to call someone else. Meaning that if I hadn't been able to get my car out I'd STILL be without groceries and trapped at home. I'm telling all my friends not to EVER use sears. They count a broken refrigerator an emergency, but not leaving a handicapped 67 year old woman without transportation an emergency.

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pobarjenkins
Minneapolis, US
Nov 12, 2010 4:31 pm EST
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You could have called a taxi or asked a friend or family member to give you a ride.

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7:47 pm EST
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Sears rude service, and will not stand behind their tire warrenty

i recently purchased 4 brand new bridgestone tires, tires became defective after 10, 000 miles, also had all maintaince done tire rotations, alginment through out the whole time with new tires, these 4 new tire became defective, scolloping and loUD hollowing noise on the highway, took it back to sears auto center seen ### manager ken fredette, he was totally rude too me as a consumer, he had the mechanic look at the tires and he also stated that the tires were defective, ken fredette would not warrenty the tires in which i had 60, 000 mile warrenty, started screaming and yelling at me thru that paper wOrk at me, and wanted to charge me for 4 new tires, so un proffesional i called consumer affairs filed a complaint and also call the regional district manger about SEARS TIRE CENTER, BURLINGTON, MASS [protected], ### MANAGER KEN FREDETTE SHOULD BE FIRED ON THE SPOT FOR RUDE AND UN PROFESSIONAL BEHAOIVOR, AND NOT STANDING BY THE WARRANTY THEY OFFER, NOW IM STUCK WITH 4 BRAND NEW DEFECTIVE TIRES, DO NOT BRING YOUR VEHICLE TO SEARS AUTO CENTER ITS NOT WORTH IT

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fired for being honest
, US
Nov 18, 2010 7:22 pm EST

thats because thier on comission pay, .

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5:44 pm EST
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Sears promised rebate not honored

On September 7, 2010, we purchased a range from Sears at Countryside Mall, marked down $50 to a price of $349.93. Our salesperson Teresa asked if we wanted delivery and haul off, and we told her that it wasn't necessary because we had driven a pickup truck specifically for the purpose of handling that ourselves. When she explained that we would be issued a gift card rebate for the full amount of delivery and haul off ($69.99 plus $10.00), in effect making it free, we agreed - as she said, "Why not?" Teresa provided us with information on the website to visit and the information we'd need to enter from our receipt, and we did so that very evening.

About six weeks later, we inquired about the status of the rebate, which was still listed as "pending." We were told that our purchase didn't qualify because the amount we spent was $50 too low, so we would not be issued the promised rebate of almost $80 in delivery/haul off charges.

We spoke to our salesperson, Teresa, who says that she can't remember the exact conversation but is sure she would not have told us that we would receive a rebate gift card on this purchase because she's worked at Sears too long to make such a mistake. Using the same hypothetical reasoning, we are both sure that we would not have accepted a $50 discount on an item which caused us to incur a $80 delivery/haul off charge for a net loss of $30.00, but it's unnecessary to argue hypotheticals because we both clearly remember the conversation that our salesperson doesn't remember: Again, we drove to Sears in a pickup truck with a hand cart for the express purpose of transporting the range ourselves and no intention of paying anyone for delivery, then accepted this option only because we were told that the full cost would be rebated to us.

We are being charged $80 for a service we did not need and would never have agreed to without the promise of a full rebate. We have phoned Sears over a dozen times throughout the past few weeks. Each call, including the call directly to our salesperson, resulted in our number being taken and assurance that a manager (who was each time off for the day, in a meeting, on a conference call, etc) would call us back to resolve the matter. No manager, or anyone else from Sears, has bothered to return a single one of these calls.

Michael J Coomes
Elizabeth A Broom

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Update by backstagemike
Nov 12, 2010 3:27 am EST

Thank you for the offer, Marcus. Hopefully, I won't need to take you up on it, I'll know for sure within 10 days, so I'm told. After I spent the afternoon yesterday sending this letter to all the consumer complaint agencies I could find (eleven in all, including this one) a manager from Sears finally called me back this morning. He says that I will receive the gift card rebate within 10 days. I asked him what prompted him to call and he didn't give me a clear answer, so I can't tell you which of the complaints kicked things into gear. I guess the lesson is, buy from Sears with confidence - if you have a whole lot of time on your hands to wage a battle.

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Valerie
, US
Jul 01, 2008 11:37 am EDT

Here I am sitting at home waiting for the service repair person to show when Sears calls to say they are not coming and they cant reschedule for 9 days. Sears does not think it would have been better timing to call before the service was schedule and they also think the email confirmation was a tentative not a commitment. Last time I will use these guys. They cost me half a days vacation and do not think they should have to make up for the imposition. I will not reschedule as I can not ever be sure they will come.

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Sears home warranty service

I have both a Bosch and Whirlpool Fridge. Both are under warranty. My first service appointment was cancelled on the day of service after we had waited the entire length of time (10-2pm, 4 hour, business day window). Rediculous. Sears should consider paying to miss an apointment so there will be immediate financial disincentive (easy metric to track) as opposed to folks just deciding not to purchase stuff in the future (difficuly metric). After I complained, the second appointment was made with "note from corporate" saying "appointment cannot be cancelled"- When the second tech arrived, I asked and he hadn't seen the note, but found it upon my prodding, but then claimed he didn't understand it. He then proceeded to tell me the parts we needed, but didn't order them. I find out the next day that the tech was supposed to order them, I'm forced to find a way to order them (several additional phone calls), and set up a third appointment. At the third appointment the parts still hadn't arrived so the tech had nothing to install. The tech then checked for "my order" didn't see anything, nor was there any record of parts ordered. The tech mumbled something regarding how parts can be ordered in various ways (which he was unable to check) but felt confident my order had been placed, they just hadn't arrived. Regardless, he placed yet another order. Parts began showing up a few days later and I called to verify how many parts I was supposed to get- I was told I had a hold on an appointment for Today (monday, 1-5). The following day I asked the same question and was again told I was set for monday, 1-5. At 5:03 monday I called and am told that my appointment was for the previous thursday, and it was cancelled due to no parts. Did someone ask me if I had no parts? Sears obviously can't tell when/where parts are being delivered so shouldn't someone have called? I never got another call. Now I'm scheduled for next thursday 1-5. I sincerly hope thursday is the last time I will ever have to deal with sears. The more I think about it, it probably is. I'd prefer to keep my "floor model" appliances under a service plan, but now not a chance. I wouldn't want to receive this type of service if it were free. My time is valuable too...

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Sears late delivery

We purchased a new washer and dryer on November 5, 2010. We are unfortunately unable to get these items delivered until 19 Nov, 2010. We are not only paying for the cost of the new appliances but are also paying for the delivery, setup, and removal of old appliances. The store would not compromise on the delivery fees or date. I believe that in the future my business with Sears ceases.

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Sears sears retains customer's washing machine shipping bolts during installation

I purchased a Samsung front loading washing machine and dryer from Sears on 5/28/09. When the machine was delivered, the installers retained the shipping bolts that are part of my purchase. I confirmed with Sear Customer Solutions that this is a standard policy of theirs. In the Samsung manual on page 9 it clearly states to "Keep the shipping bolts and spacers for later use." This clearly indicates that this is part of what I purchased. Furthermore, nothing on the Sears receipts indicates this policy, and no where did I sign anything that aknowledged Sear was going to retain these parts. I am moving now and need these parts to ensure my $800 washer is not damaged enroute. Sears needs to provide me these shipping bolts at no cost, as they were not their property to retain.

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Sears In-depth Review

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

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

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

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

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

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

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

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

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

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

How to file a complaint about Sears?

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

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

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

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

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

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

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

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

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

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