Menu
Sears Customer Service Phone, Email, Contacts

Sears
reviews & complaints

www.sears.com
www.sears.com

Learn how the rating is calculated

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.
Verified
The authenticity of the customer service contact information for Sears has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Sears. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Sears reviews & complaints 2934

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
1 review
Sort by:

Newest Sears reviews & complaints

ComplaintsBoard
B
7:31 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears kenmore refrigerator/washer/dryer...

Refrigerator: October 6, 2017: No ice, husband had knee surgery. When we got home we didn't have any ice. I never thought about looking to check to see if we would have ice. Which my husband needed ice and we had to go and buy ice for his knee. I called to place a repair appointment. This was an emergency with surgery. They couldn't get anyone out until. 10/10 ice maker started to work. The refrigerator then couldn't keep a temperature setting correctly.

Now every year I have them come out in the spring to do a yearly maintenance checkup on all my appliances. They may send 3-4 tech out to do this process. So they charge $ for each appliance even if they do a 5 minute check up and chat with me. I have every receipt and every piece of paper for each of my appliances. I also have a folder and a note book which has every one that comes out here

.Dates for repairs: October 17 time: 8-12: Frozen up tray area: October 30, time 15 need to wait or a normal range for the temperature due to me setting the range up to 8 on the door. We need a 24 hour time frame before setting. They couldn't check temperature. October 20, Should unthawl. Had to now order part for the drawer crisper to replace. Due to frozen and need new part. As of today Refrigerator is still not right. They came out and said the temperature is correct. ON 11/12 no ice once again. And we are starting over with process. Said if the tech thought we needed a new refrigerator it was up to his discussion. Need to make another appointment. Have you notice how much they change for an appointment to look at your appliance to order a part then may have to come back out a couple more times. Just think if you didn't have the Master Protection Agreement what this product would charge us. I don't know where to turn to now. They also said if you have had anyone out more then 5 times in 1 year it is called a lemon law. Will how about in 1 month. I can't seem to get any answer now.
Froze up: 11/25/2003
6/25/2007 Froze up
6/27/2007 still no ice
1/31/2010 replace door seal was cracked,
1/13/2011 order a new seal gasket
1/24/2011 come out to put on
4/28/2011 freezer shelf and plastic drawer not : not to much they can do with it due to being plastic.
1/7/2013 ice cube maker stuck, fixed and adjusted the wire
3/29/2013 coolant for drawer freeze up my cheese in the drawer, button stuck due to the drawer. Clean core and check temperature, clean with a brush.
6/29/2015 ice maker frozen up once again. Showed my husband how to fix this probelm

10/27/2015 ice maker won't make ice cube/crushed
11/16/2016 ice maker frozen up; replaced parts for the tray
3/16/2016 adjusted a screw for ice maker to make cube and crush and will clean
2/2/2017 seal broke had to order one, wasted time
2/9/2017 order part and sent out Circle City Appliance 2-5 repair time
[protected] ice maker doesn't work
10/29/2017 order 2 parts for the chrisper drawer
4/10/2017: they did my yearly clean and warranty check up each year. It takes a tech for each appliance. They no longer move the refrigerator out the check coils, and back of frig. One tech says then brought to another tech. The first tech was just lazy. They do move them out to repair and clean, service the back. Not a good track recorder.

Dryer: Kenmore:

had to bring out a second one when we bought the first one. Not working.
Dates:
2/17/2004 dryer started, have to order parts 2/19/on a Saturday came out to fix.
4/21/2004 heater panel board was bad
12/28/2004 heater panel board thermostat replaced
7/6/1009 shoe holder cracker, order me a new one.
1/5/2012 dryer won't heat, heat relay replaced.
4/15/2013 heating element burnt though
10/27/2015 dryer is making strong loud noise when running. The drum is loud. Order a new drum.
11/15/2015 took the whole dryer apart they don't know order a new drum,
2/2/2017 order dryer drum rollers and looking for a lid, damaged the lid and as of today 11/22/2017 still not replaced the top of dryer. Circle City did the repair. If you have another company to come out to repair they are /responsible for damage. But they said they can not order the part. As of 4/10/2017 not happy with the lid of dryer badly damaged. put in order for roller for dryer and replacement of lid. Sorry for the dents is all I got out of that. 10/29/2017 Andy with A and E said to call to have someone to come out to take pictures of dryer, as of today they have canceled on 11/13/2017, canceled yesterday: 11/21/2017, no phone call, nothing, when I called they over booked their route and didn't even call to let me know. I called them to ask what time they were to come out. 11/17/2017 cancel appointment, no show. Becoming a pattern, here. 11/21/2017. Called from 11:30 -5 and asked for supervisor and every time they said they would help and try to get a dispatcher on the line, I was disconnected. Still haven't heard back they have my phone number to return my call.
11/13/2017 Sears is supposed to be ordering the part and can get it, but the tech has not done that yet. I have a Master Protection Agreement. Be careful who they send out to do repairs. May not be covered after the repair is made due to another company as per the tech.

Washer: Kenmore: Dates:
6/5/2009 replace control board in starter button would keep going
10/2007 replacement of motor coupling, making a noise and water won't drain out
9/7/2011 replace motor coupling, making noise and water won't drain once again
4/12/2012 replace rota tor cup on washer strip, its not washing my clothes, have to put on normal needs to be on heavy load, so on
12/14/2012 washer knocking noise: Circle City came out repair transmission added a seal to lid
1/13/21013 washer coupling and order transmission Circle City repair

5/2/2017 replaced belt broken belt with Circle City
10/29/2017 order washer setting control panel. (still no panel) new tech said it was motor coupling again.
11/7/2017 order part for washer, still have no part for washer
11/10/2017 still no part for washer, part finally showed up and tech came out and part was broke. HE gave his word, because it was good. He would order part for the motor of washing machine 11/13/2017. Still NO part.
11/17/2017 Sears cancel appointment due to no part was ordered by tech.
11/21/2017 said on phone that the part was ordered yesterday and when it comes in to call I now have an appointment scheduled for Dec 4 for dryer and washer. Haven't even made one for the Refrigerator yet.

I am not a happy person. Never make complaints, always do a great surveys, but I am very upset. Customer since 2003 and always had great service. I don't know who/what/is going on with your departments, but get out here and fix my issue with washer. I am having to go to the laundry mat to do laundry. Yesterday being over book, no phone call to let me know from 1-5 does not get it. Having an appointment for december 4 does not get it. My husband works in a company with parts and repairs. He drove to a town 3 hours away then drove to blooming ton to get a part for their company to get it running.

I am asking to have my part ordered/put on that truck and bring it out here. Your tech dropped the ball, good word, so forth and would get this going. Didn't order the park 2 weeks ago.

Help here!

I can take pictures but someone was to be out here 3 times and take them for your records to order my part. I have every piece of paper, receipt, folder full. If needed.

Belinda Cloud
6035 West 300 North
Bargersville, IN 46106

[protected]

Read full review of Sears
Hide full review
ComplaintsBoard
D
4:47 pm EST

Sears dishwasher repair appointment

So frustrated with Sears repair service. I have a dish washer that has gone on the blink. Called for a repair appointment and ended up speaking with someone in the Philippines who spoke broken English and was very difficult to understand. But I did finally get an appointment. Guess What! First available opening is ONE MONTH from today! Requested to speak with the supervisor and she wasn't any help either. Also requested to speck to someone in the US and was told by the supervisor that I was being racist for not wanting to deal with them. Me! A hispanic!

My advice to you . . . Do NOT purchase any Sears Protection Agreement Plans. Sears will not be there for you when you need them; and you'll end up speaking to someone in a different country. So please, save yourselves the aggravation and disappointment. Do NOT purchase any Sears Protection Agreement Plans. Sears is not worthy of your hard earned money.

Read full review of Sears and 2 comments
Hide full review
2 comments
Add a comment
JKWilliams
JKWilliams
, US
Nov 18, 2017 6:27 pm EST

You're living in that hellhole Seattle, and this little incident has you upset? Sheesh!

S
S
Shaun R.
, US
Nov 17, 2017 5:00 pm EST

Hi David.

Unfortunately Sears is close to bankruptcy. There's talk about the fact they may not make it through the holidays. It really is unfortunate as they were once such a giant and employ so many people.

You're likely better to just replace it at your own cost.

ComplaintsBoard
M
1:31 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears samsung refrigerator (specifically, icemaker)

We purchased our Samsung refrigerator on November 28, 2014 along with the 3 year Master Protection Agreement. We have had 9 service calls on the icemaker since November 1, 2016 all for the same issue. Each service call, the technician defrosts the unit and makes adjustments and/or replaces parts. Upon completing their service call, they note that the unit is working properly. Approximately 4 to 6 weeks later, we have to have another service call for the exact same issue. I have called the Customer Solutions number (as instructed by the technicians on more than one occasion) and each time, am told that we do not yet qualify to have the refrigerator replaced. While I like my refrigerator, I did not pay for an appliance that does not fully work, nor do I want to continue paying for a MPA to cover an icemaker that cannot be repaired. The last two technicians have said that all the parts that can be replaced have been and all the adjustments that can be made, have been made. Where does this leave us when Customer Solutions still denies that this unit falls under the No-lemon guarantee?

Read full review of Sears
Hide full review
ComplaintsBoard
S
3:58 pm EST

Sears kenmore elite natural gas water heater model 153.332640

I purchased my water Heater in July 2014 from Sears and also purchased an extended warranty at that time, which expires in 2021. I have the service t ech to my home 3 tim s since 10/21/17. The the tech has had to r turn so many times because the parts are not available to fix my problem. I have been told the parts are on back order. We are 4 adults and 2 Children who have not been able to shower since 10/31/17. I have been on the Telephone repeatedly and no one can help. As I write this I am in tears because I have doctors appointment tomorrow and can't shower or wash my hair.
I have been assured that the part will arrive by Nov 24th, that will be almost a month since we have showered.
I would hope that a corporation as big as Sears would have other parts venders?. I have dealt with customer support, customer solutions (case 5353508), and countless other associates and reps.
Please help

Thank you, Shirley White-Walker
[protected]@aol.com
[protected]
[protected]

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Nov 15, 2017 5:10 pm EST

Unfortunately Sears is on the verge of bankruptcy. They've been fighting it for several years, but the real question now is if they'll even make it through the holiday season.

Fortunately hot water tanks are not overly expensive. You may just want to replace it out of your own pocket.

ComplaintsBoard
R
2:25 pm EST

Sears dishwasher

I have a Sears Home warranty for 3 years. This year I made a claim to repair a broken dishwasher less than one year old. The service tech came and ordered a part to fix the broken arm in the dishwasher and we paid our $75 deductible via check. He never called, the part was never ordered. A new tech called and said he would order the part. He dropped it. I made at least 9 calls to Sears to resolve and was given numerous stories. Each one claimed it would be resolved and I would get a call back. We NEVER received a call back from Sears. Finally I called to cancel the warranty and was advised I have to pay a cancellation fee. I am currently disputing the charges through the credit card company as well. SERVICES WERE NEVER RENDERED. The Dishwasher part is still broken and we NEVER received a new one. We pay $39.99/month for this warranty. THIS IS A SCAM!

Read full review of Sears and 1 comment
Update by ReallyNot happy
Nov 15, 2017 2:27 pm EST

This service call started in mid-August 2017. It is ongoing now for 3 months.

Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Nov 15, 2017 8:31 pm EST

With a dishwasher less than a year old, you should likely be able to have it covered under manufacturer's warranty. Is there a reason you were trying to have it covered through this home warranty?

ComplaintsBoard
T
10:53 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears trundle beds

I ordered 2 trundle beds Oct. 17, 2017 and have been trying to return then sice they were delivered. Its not what I needed but because Sears sold theu a 3rd party i cant get them returned! First off Marketplace wanted me to pay $140 each to return the items. They must be nuts! And they are very rude. I believe since I purchased these from Sears they should take care of the return! Its been nothing but a Hassel and you can bet I will never order from them again!
Teressa Taylor
[protected]@yahoo.com

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Nov 15, 2017 11:29 am EST

They shouldn't be rude, however one should never assume a full refund, or a refund at all, it's guaranteed. They have cost in getting you the bed, so it would seem reasonable to charge for the return.

ComplaintsBoard
D
3:31 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears unacceptable customer service for a general & regional manager

On November 4, 2017 for the second time since I hav moved to this rural area (87402) the general manager of Sears (with permission from his supervisor) has made the decision of what & what not I can purchase with my Sears card! I was simply trying to purchase gift cards for my assistants when I was told, "do u have cash, something is fishy, go to wall mart & has the audacity to tell me that he is Sears & makes all decisions. My mother & other witness were flabbergasted as he continues to embarrass me as employees & patrons witness this sexual orientation discrimination act. Just because I gave feminine manorisms does not excuse the Sears general Manager & his supervisor from treating me differently than any other hard working law abiding citizen. I am trying to resolve this issue in a civilized manor & have made many phone calls with no response from a Sears representative. Why does sears think that this is not an important issue that affecting my physical & mental health?!

Read full review of Sears
Hide full review
ComplaintsBoard
M
2:34 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears refund

I went to a sears store oct 1 to get a stove. Not one of the 4 men would wait on me. I got a manager to help, got the information needed I ordered online order # [protected]. The original delivery was to be oct 17, than they pushed back to oct 24, than I get a text saying delivery would be oct 24. Than got an email to call, delivery was than pushed to oct 31. I than cancelled & I asked that my 557.22 would be sent in the form of a check instead of a gift card because I said I do not want to shop sears again. I get a refund by gift card. Not one person will help me basically saying that's their policy. A customer service manager named jasmine id #953786 from the phillipines hung up on me, refusing to get me another person. All I want is my money in the form of a check for 557.22. I do not want to be held hostage into having to shop sears. Especially when their customer service is so poor. There is always someone who can do this for me.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Nov 13, 2017 9:12 pm EST

Unfortunately by placing the order online, you don't have a local store to fall back on. You might be able to dispute the transaction through your bank, but you may find you're stuck with the gift card.

ComplaintsBoard
T
4:05 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears lifetime hand tools

Returned a 1/4" drive rachet, was told had to wait while they rebuilt it. An hour later associate told me he'd give me a new 1 off yhe shelf. So now as a union mechanic with 1000s of dollars worth of your tools from way back, wonder what you see as a lifetime tool. I paid $25 for it, he gave me a $9.99 replacement. CRAPSMAN I GUESS should be spread though the industry.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Nov 11, 2017 10:32 pm EST

With respect, what do you feel should have happened?

ComplaintsBoard
D
8:01 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears not receiving a sales price

I'm writing because I was not given a sales price that was marked. I was shopping at the Waterbury CT Sears to buy a compressor that was on sale. There was several compressors on sale for over 50% off. The one that I was going to purchase was on sale for $48.00. When i went to the register they said it needed manager approval and then i was told that I could not receive the sale price but only 10% off. The item was the same as the one marked on the shelf, so I don't understand why I couldn't receive the sales price. 10% off would only be $15.63 savings the sale price was $111 off the price. Please contact me via email at dave.fam.[protected]@gmail.com or bye cell phone [protected] or home phone [protected]. thank you

David Famiglietti

Read full review of Sears
View 0 more photos
Hide full review
ComplaintsBoard
C
10:35 pm EST

Sears kenmore elite refrigerator

I have received nothing but a a runaround from Sears including 18 different areas to call about getting a fridge replacement. My fridge died sometime between October 19 and October 29, I would assume earlier by the smell and decay in the fridge and freezer compartments when I got home. I called Sears on Sunday and the earliest they could get someone here was Wednesday afternoon. The Technican was professional and said the Fridge was "Toast" he said all the fridges are made by LG and the major components we needed were the compressor and the condenser. He ordered parts, and said he would back in two weeks. Told us to expect 3 packages, the compressor being the largest and most weight., then the condenser, being larger too, and them some smaller (3) parts. Got all the small (3) parts Saturday UPS in a small sealed envelope, called Monday to check on the other two parts, got the runaround that the Condensor was shipped with the small parts, no it was not! I only got 3 out of 5 parts ordered where is my condenser and Compressor and when will they arrive. They only showed they owed me a compressor...I said better check again because I did not get a Condensor. Regardless...I have been two weeks without a Refrigerator no phone call ...no replacement...no caring...the customer service sucks! I once had a fridge go bad that I bought from Lowe's and they immediately replaced the fridge, why can't Sears replace my fridge now? They do not care about the customer at all. So Do Not buy anything from Sears or buy into Master Protection Warranty it is a rip off because they do nothing but spin circles around you, , they do not care about the Customer at all.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Nov 06, 2017 11:08 pm EST

All manufacturers have their issues, competitors are no different. These warranty programs don't guarantee of no problems and, when those problems do occur, it doesn't mean there won't be a certain amount of time in order to get the product(s) fixed.

Assuming you'd still like the product fixed, contact the service tech and relate your concerns to him. He'll surely be able to help. If you'd rather replace the unit immediately, you could do so and use the repaired fridge as a secondary fridge.

ComplaintsBoard
C
2:14 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears refrigerator repair service

My Kenmore Elite French Door refrigerator with the freezer on the bottom quit cooling on October 9th. On October 10th I tried calling my Sears hometown store but kept getting a recording that would cut off before you could leave a message. I went into the store on my lunch hour and the young kid took my information down on a scrap piece of paper and told me the repairman was out but when he came back he would give him my information and he would contact me to schedule a repair time. No call came. I called that evening before the store was closing and he said the repairman was still out but don't worry he would call me. No call came. I called the store the next morning and spoke with a different woman who said she couldn't find a record of me anywhere but the soonest anyone could come out would be Friday. When I asked what time she said to call Friday morning and they could give me an approximate time. I call Friday morning and a different gentleman says he has no record of me but hang on while he texts his repairman. While I'm on hold I receive an incoming call and it's the repairman saying he's on his way to my house. This way Friday, October 13th. The repairman pulls out my fridge, takes the metal plate of the back and says I have a bad compressor. He tells me the part is still under warranty but I have to call the 1-800-4my-home number to get the authorization to order the part. I pay him $69.99 and as he's leaving and I'm in a holding pattern with the 800 number he tells me my Kenmore fridge is actually an LG fridge and that he's not authorized for LG so he probably won't get the repair call. After waiting more than 45 minutes on the 800 number I get disconnected! I attempt to call throughout the entire weekend and to "chat" with someone on their website but no one is ever available and no one answers the phone. Finally on Monday morning, Oct 16th, I am able to chat with someone who says they will send a repairman out that afternoon! I can't believe it's so fast. They told me it would probably take 2 weeks to get the part. He tells me it's not to repair the fridge but to diagnose it. I tell him someone from Sears came out Friday already and he says it has to be someone else. Whatever. So a new technician comes from a different company Monday afternoon and she wants to know how the first guy knew I needed a new compressor. I told her I don't know, I'm not a refrigerator repairman. He pulled my fridge out, took the metal plate off the back, and said I needed a new compressor. So she does that and says there's no way you could tell that from back there. She is there for 2 hours, takes the freezer apart, runs a bunch of tests, and says my compressor is fine but I have a leak in the sealed evaporator system. She orders the parts (still under warranty) and says they will be delivered to my house and schedules the repair for October 27th. If the parts come early she says I can call and see if they're available for sooner service. I write her a check for $89.99. The parts are delivered over the weekend and I call on Monday, October 23rd to see if I can get sooner service and they say they can come out that afternoon. Woo hoo! However, 2 hrs later I receive an email asking me to call at my earliest convenience to reschedule the service. When I call they say they're sorry but they overbooked and they can't come out today. I say OK, I'll just keep my Friday appointment and they say no can't do that day either. The soonest they can come is October 31st. I am scheduled to be out of town that day for work so I ask for a different appointment and she says if you can't make it on the 31st just call in the morning and they will reschedule. I told her I know I can't make it then and I want to schedule an appointment that I know I can be at. She schedules me for today, November 2nd but after telling them how I am not happy she says I am on the list to be called if anyone cancels before. So this morning I get an email asking me to again call to reschedule. Again, they have overbooked, and soonest available appointment is November 15th! I will have been over a month without a refrigerator. When I asked to speak with a supervisor I was on hold for more than an hour. Finally spoke to a girl who I could barely understand (I think it was a call center in India) and she said the 15th was the soonest, they were doing their best, and I was free to look for a different repair service! When I asked to speak to someone higher than her I was told there was no one else. So they have us by our snarkleys, and I now have an appointment on the 15th. Not holding my breath. I will tell everyone I can not to purchase an appliance from Sears. Their customer service is the worse.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Nov 03, 2017 4:25 am EDT

It's become common knowledge that, unfortunately, Sears is about out of business. They may not even make it through the holidays.

ComplaintsBoard
J
8:36 pm EDT

Sears return not picked up

On October 18, I purchased a side-by-side refrigerator and an electric range. It was delivered on October 21 and the refrigerator was too wide for the space I had (I had just bought a new mobile home and I evidently measured an inch too short). I was going to exchange the stove for a better model since you had to pick up the refrigerator anyway. I put a new order in (#[protected]) explaining everything on October 23rd. I received one e-mail saying they received the order and the next day, I received another e-mail asking for all of the information again so I sent it. I didn't hear anything back for a couple of days so I called the 800 number to find out what was happening. I have tried for a week to get these picked up and nothing. I talked to them again tonight and got no satisfaction. Like I said, I am in a mobile home and am tired of having this refrigerator sitting in the middle of my kitchen. I have had so much trouble and no cooperation from your associates on the phone that I no longer want to exchange the range. I just want to return it, along with the refrigerator, and be done with Sears. You used to be one of my favorite stores but not anymore. I have never used the stove since I didn't want to keep it so cooking is a predicament. My next step will be the Better Business Bureau.
Judy Freese
211 E 11th St Trlr B
Monticello, IA 52310

[protected]

Read full review of Sears
Update by Judy Siebels Freese
Oct 30, 2017 8:38 pm EDT

Very tired of getting no response and the run-around. I have asked several times to talk to a supervisor and they will never let me.

Hide full review
ComplaintsBoard
V
4:59 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears sears duct cleaning services

Dear Sir/Madam:

The first time, I requested for SEARS to get my air ducts cleaned for the Duct 10 Vent Cleaning Special, which the technicians came out on October 23, 2017. However, when they arrived, I was told the price was a lot higher than mentioned via phone representative; therefore, I had to reschedule.

I rescheduled the appointment for October 30, 2017 for the Duct 14 Vent Cleaning Special from 9:00 - 12:00 p.m., and received email confirmation (screenshot attached) and via phone confirmation on October 29, 2017. However, the technicians did not show up and when I contacted customer services at [protected]; I was told that my appointment was pushed forward from 1:00 - 6:00 p.m. I called again at 4:30 p.m., and was told that my appointment has been canceled which no one called to even inform me!

This is dishearten, being that I had scheduled a second time to be off from work, and no one even bothered to call and let me know if the appointment was rescheduled or cancelled! My mother and I were up by 8:00 a.m., and waiting all day downstairs via door and no one never called or came.

The appointment has been scheduled AGAIN for November 4, 2017 from 9:00 - 12:00 p.m. This time, I appreciate if SEARS can dispatch technicians that are accountable.

Thank you.

Read full review of Sears
View 0 more photos
Hide full review
ComplaintsBoard
C
12:40 pm EDT

Sears washer/dryer

Ordered a set of Washer/Dryers from the local Sears store, Oct 2nd 2017, was told they would not be available until Oct 18th. Understandable with big orders I guess, so I Accepted, set up a delivery date for that day. Lo and Behold i received a call on 17th to tell me that my order would be back ordered. Not much i could do there so i agreed to have it rescheduled for the 31st. Guess what i received on the 30th. Another call? You got it! Now there was an improvement this time, the washer would be delivered but my dryer would not be available until November 15th. Oh and not guaranteed this time because the first time they rescheduled my order, they guaranteed my delivery for the 15th of October. Of course I was irritated by this since i have already sold my older washer and dryer to make room for the new ones! I let the delivery rep specialist know this was not acceptable and their response was to just replace the dryer with another same price model. I Get that this might be a go to measure but when you order a set, and the only thing you hear from the rep is too just order a different dryer or wait, it really might seem like they don't really care about customer service. I spoke with a manager and her response fell in line with the other rep. Either

1) keep waiting(but not guaranteed it would deliver by November 15th)
2) Replace with different model and still wait for a delivery
3) Cancel order.

Awesome choices. Lets see where this ends up, so far I would not recommend this to anyone, better to just buy somewhere else that cares about retaining customers.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Oct 30, 2017 1:17 pm EDT

No question you would be frustrated but what other option would you like?

C
Author of the review
C
CarlosCVSears
, US
Oct 30, 2017 4:29 pm EDT
Replying to comment of Shaun R.

The frustrating thing is it took me half the day calling numbers and e-mailing to get this far, now when it comes to trying to figure out which dryer i can change its either the wrong dept ie sales, delivery, customer service or i get hung up on. I've called the local sears and so far i've gotten would you mind holding and then the dial tone... same when i try to cancel order.

ComplaintsBoard
D
11:47 pm EDT

Sears clothes washer

Purchased washer and dryer set in June 2017, in the beginning of October it sprung a leak. I called Sears repair and could not get anyone to come out to look at it to determine what the problem was. More than 10 days later a repairman arrived and found the outer drum had a hole in it. Parts were ordered and new date set 7 days later to rebuild the clothes washer. The day before the repairman was to arrive, I received a call that the repairman was sick all week and would not be able to arrive on the date scheduled. He would call to reschedule on Friday, that never happened. So now I have a washer I can not use for 3 weeks with no idea when it will be fixed. The parts ordered were a gasket and replacement drum which only the gasket showed up. I understand things break down but not after 3 months, and repair is slow or non-existent, apparently they only have 1 guy that works to not have anyone else come out to repair the appliance. I am very disappointed with quality and service.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Oct 29, 2017 6:18 am EDT

I wouldn't disagree how frustrating that may seem. Unfortunately, appliances can break down within a few months. The service center should be more on the ball than this though. Exactly which models did you purchase?

I'd assume you've been made aware of the current issues of Sears/Kenmore as they are now on the brink of liquidation and going entirely out of business. I believe the process has just been completed in the Canadian territories. You do want to move quickly on the service because of this however. You don't want to be stuck with a broken device with no one to support it.

ComplaintsBoard
G
3:50 pm EDT

Sears tv samsung

Sears does not follow the law. After dealing with Sears Master Protection Agreement from June to October 2017, they have verbally and in writing agreed that my product, a Samsung TV, fits the Lemon Law, and in writing they said theyd replace it... today the serviceman came to my home (for 7th repair visit) and they say they "lost" their records and they wont honor the "Lemon Law ", going against all the documentation that I have (and I have their written documentation of proof too). I am hiring a Lawyer, literally.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Oct 24, 2017 4:14 pm EDT

I know there's no federal 'lemon law;' is there one based upon the state of California? I'd like a reference to where this law can be found.

ComplaintsBoard
K
12:06 am EDT

Sears kenmore elite refrigerator

Purchased the product mentioned above last November 2016. On the average of every month and a half, to two months the ice maker stops working (not the worst of the problem) the biggest is our bottom freezer drawer defrosts. I have lost so much food due to this. American Home Shield, our insurer of our appliances finally got a Sears expert to check this out after all the other visits and he found it needs a compressor/condensor. Now, that was det ermined 6 weeks ago. We have yet to get this repair accomplished because all the parts are not available, backordered, sometimes no info on ship dates. Accurate nformation is very difficult to come by and the dates, if there are any keep changing. I need help, please!

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shaun R.
, US
Oct 22, 2017 9:28 am EDT

I'd check with the store you made the purchase through. If parts are simply unavailable, it's possible the store would just be able to replace the unit for you.

ComplaintsBoard
C
3:16 am EDT

Sears samsung tv 52"

Sears has sent a serviceman to our home over 7 times. They have installed major parts (LED full screen, motherboard, speakers, adjustment focusing, reinstalled software over and over...). Sears refuse to replace this Lemon! The service has gone from June 2017 through this month of Oct 2017! We even had two managers at Ventura SEARS call the warranty place and complain for us to no avail (they have no power over their own warranty company). The serviceman, Juan V, cancelled four appointment (would have made 11 total home visits, if he showed up), and he made it look like WE the customer cancelled! Sears Master Protection would not give us a new serviceman despite his incompetence and his cancellations. Then, instead of coming to our home and installing the part, he "saved up" the parts and installed all in one day (TV still didn't work); and NOW Sears Master Protection says they won't just replace TV since he installed them all in one day! What? Plus, what about the OTHER parts he installed and all the other times he came to the house and could not fix the TV. Now it goes off and on and the color is now going out too. He comes again on Oct 24th... the 800 number said he would need to come to house in order to request to STATS dept to replace the TV... she said let's just call this the "4th visit" ... I said "No. It's 7th or 8th now!" The Lemon Law says they must replace TV if their man was unable to fix it after a visit... or if many parts already installed... BOTH are true. Lawsuit? Well, beware other consumers of Sears products since their Warranty company are cheaters and unprofessional. Cheri Garlinger Oxnard, CA

Read full review of Sears
Hide full review
ComplaintsBoard
J
3:28 pm EDT

Sears parts ordering

I needed a new "deflector control cable" for my Sears snowblower and it was extremely difficult to order.

In person at the Sears Parts and Repair center they would order for me but they could not have it delivered to their center and I would have to pay for shipping to have it delivered to my home but if I ordered it online it could be sent to their repair center without any shipping charge.

I ordered online myself and after I supplied the part number from my owners manual to them online they sent the wrong part. I returned that part immediately where I picked it up

I called this time to order from a person and was told that only a technician could order the part so they sent me to the service department - they told me they could only schedule service and could not order parts so they sent me back to parts. Parts told me they physically were unable to place the order due to the "technician only" statement so the sent me back to service except they disconnected me. I called back and got parts and then service again and when no one could order it for me I went back online. This time they appear to have ordered the part but I won't know if its correct until it arrives. So I spoke with parts 7 times (including original store visit and two online chats) and service two times and was disconnected once and made two trips to the parts and service center just to order a cable for my snowblower. lets hope they send the correct part this time.

Read full review of Sears
Hide full review

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Sears customer service

Phone numbers

+1 (847) 286-2500 +1 (800) 665-2127 More phone numbers

Website

www.sears.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Sears?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Sears Customer Service. Initial Sears complaints should be directed to their team directly. You can find contact details for Sears above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Sears. Discuss the issues you have had with Sears and work with their customer service team to find a resolution.