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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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7:51 am EDT
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Sears horrendous customer service

I have truly never had a worse customer service experience in my life than I have had over the last 2 and a half weeks with Sears Home delivery. I’ve been treated rudely and dismissively, and Sears should be ashamed at what it has become when it comes to customer service.

Our purchase date was 7/7/12 and our expected delivery date was 7/10/12. Instead of receiving the merchandise on the 10th, I spent the next 2 weeks fielding nearly 30 robot phone calls about cancellations and delays. In one day I received 14 phone calls –all of which I answered and followed prompts. I had to take 2 days off of work, the first for what I thought would be a full delivery and was only the dryer. No explanation. When the washer was delivered a week and numerous phone calls later, the delivery men said they could not hook it up because the dryer was in the way and we would have to buy extra parts and do it ourselves. They also mentioned that if the parts had been delivered at the same time, they could have been hooked up right—as if it was my fault!

So, we spent $40 in extra parts and hooked it up ourselves—incorrectly. This is why we tried to pay professionals to do it. The mishap completely flooded our basement and we spent an entire evening working to mop up water and dry out carpets, boxes, etc.

During the two weeks when I was waiting for our washer and dryer to arrive, I called customer service a number of times both to find out when I really would get the washer/dryer and to put an end to the robo-calls I was getting. Each time I sat on hold for a long time, was finally transferred to someone with a foreign accent reading from a template or was disconnected. One time I left a lengthy message, sure that someone would respond—nothing.

To escalate the situation, my husband and I went back to the Sears where we purchased the set, where we were told by a very friendly manager that he was powerless to help us and has no connection to the home delivery customer service team. He called a number and had me sit on hold there in the store, only to be transferred to someone who offered me a 10% discount, which of course I do not want because neither I nor anyone I can possibly tell this story to will ever shop at Sears again.

What I want is a refund of my delivery/install fee, which I was told she was not authorized to give. I was then put on hold again, transferred to someone who potentially could be authorized, and then promptly disconnected… there’s a theme here. Not wanting to try again and sit on hold in the store, we left, completely unsatisfied.

At this point, this request is not just about the money involved—which is a paltry $66.99. This is about treating your customers and employees with respect and care. The thousands of people who work as your sales staff around the country deserve better follow-up than this. Having just purchased a new house, we will be needing a lot of new appliances, all of which could have added up for more commissions for the sales staff and more purchases for the store—which, on a Sunday afternoon, was frequented only by us. It’s terrible that they work at a place that values them so little as to make their jobs that much harder.

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5:55 pm EDT
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Sears ice machine, doors

We purchased this refrigerator in 2006 and long overdue to complain online regarding the Sears Kenmore Coldspot model # 106.[protected] refrigerator. In a nutshell...IT SUCKS! Highly NOT recommended! It needed service within a month or so after purchase for the side by side doors not aligning. Luckily, that service was still under warranty (we had the one year warranty!). The man who fixed it was very nice and pleasant. However; throughout the next few years the doors slowly became unaligned again and I have to constantly tell my kids "Make sure the refrigerator doors are shut!". We don't even put gallons of milk on door in order for any additional weight! As of today (July 19, 2012) the frig door is about 3/4 inch off alignment with freezer door and the darn door won't shut properly unless it is slammed and double checked by slightly pulling on it. Now the kicker... NO ICE MAKER SINCE THE DAY AFTER WARRANTY EXPIRED! WTF? Need I say more. Oh yes..I will say more. My friends father has the exact same model frig as we have and has had the EXACT same problems! He hasn't had a good experience with his since he bought it. I feel right at home when I visit his house! Sears sure isn't the manufacturer that it used to be to say the least. My elderly mother has had her Sears Kenmore since 1965 as well as her oven and range! Incredible! Both still work great...well, except for ice maker, but we'll let this one slide since it IS 47 YEARS OLD! Ok, so we all get the point now. Do not buy this model unless Sears has received so many complaints in the last 6 years that changes (for the better!) have been made. Gotta go...need to make sure frig is shut! OMG! Hubby just came downstairs and said, "REFRIGERATOR DOOR WASN'T SHUT"!

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Perkeaux
Shreveport, US
Mar 01, 2013 2:13 pm EST

The through the door ice feature never worked properly. It kept freezing up and then we would need a hair dryer to melt the ice enough to dislodge it and clear it out. "Epic Fail" is an overused term, but applies here in spades.

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3:18 pm EDT
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Sears delivery failure and refund hassle

Ordered and paid $$452.98 for eyeglasses on 6/18/12 at 3400 Gateway Blvd. in Prescott, AZ 86303; [protected]. After three weeks I was told frames were not available at lab, mailing ones from store to lab. A week later told had to come in to store and order different frames; (Chris, Optical Mgr.) offered 20% discount. On July 9 told the new frames had to be shipped from store to lab and they would do that day. On July 16 Chris told me the frames had not yet been shipped but would do today.

On July 16 (almost 30 days after the original order) I told Optical manager I was cancelling whole order and expected refund to my credit card for full amount within 48 hours. I got calls from Optical manager I had to bring my receipt into store in order to scan the refund code. When I called local store manager I got a request for Salescheck number ([protected]) which I supplied. Then on July 18 I got calls from both Optical manager and Asst. Store Mgr. saying I had to provide the 20 digit RC code before they could process the refund.

We've been Sears customers since the 1970s, had several credit cards with your company, bought several pairs of glasses and purchased several large appliances over the years.

I am VERY unhappy with this treatment of an long-standing customer and am expecting a full apology and immediate refund. Otherwise we will make all our purchases from Penny's, Kohls and Dillards in the future.

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Ducky87
Portland, US
Jul 19, 2012 6:20 pm EDT

Sounds like an order gone very wrong, but at least it sounds like the associates realize it's not acceptable service.

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1:17 pm EDT
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Sears bedbugs in matress

I purchased a matress a few weeks ago, I went to sleep on it, loved it, , I woke up from my sleep in the middle of the night itching and scratching, , I turned on the lights and i noticed all these pink welps on my skin .. In the morning i looked on the floor and saw a red bug, , so i did research and it was definately a Bed bug, I never itched so bad in my life, This is terrible, so to make along story short, I called customer service to let them know and they told me, The bedbugs probably came from my house, That really pissed me off, I live in a private home, , Now if i had bed bugs in my home I would have called the exterminator emmediately before i even though of buying a matress, Why would i want to sleep on a bed knowing the bugs are going to sleep with me, Anyways they wouldn't refund the full money i paid, , , First OF ALL

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Tina Gaarder
, US
Sep 26, 2017 9:00 am EDT

I too bought a bed from Sears: I bought the mattress and the bed! Little did I know that there were bed bugs in the damned head board! This is ridiculous! Sears know that they pickup and deliver so why aren't they held responsible for instances such as this! I am just appalled that this large retail giant would even put up with such as this. First the bed was delivered and assembled poorly! Then I find bed bugs! I am not home all week until the weekend, but just recently I have been working 100% from home. This is when I noticed these bugs, but of course they were coming out to feed! I couldn't find anything, until my husband opened the lining in the back of the head board and voila! Hundreds of bugs! This is disgusting Sears! Absolutely disgusting!

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memphis upset customer
Memphis, US
Jan 31, 2015 11:01 am EST

Bed bugs from Sears Southland mall. We recemtly purchase a matress from them and had no idea thst these were bed bugs until today we caught one crawling from out of the matress. We never hsd thrm better. I have a infant and a young child thst sleep in the bed we also went to the doctor that stated that thr bited were bed bugs. Iam rewuesting mmy money back and for someone from sears to remove this bed.
Signed a upset customer

Dreamlandx314
Dreamlandx314
Houston, US
Jul 13, 2012 7:23 am EDT
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Oh I am sorry to heat that you have encounter such problems with a long time retail establishment. Perhaps instead of getting a full refund, an even exchange would be permitted? Since you still have to get a new mattress, why not give them a benefit of a doubt, and took misfortunate event as a one time ordeal. Yea, but I do agree, that sears should be less careless in their delivery department. They should have to exterminate the trucks after disposing people's old mattress.

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nonebetter07
, US
Jul 11, 2012 1:27 pm EDT
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sue em

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5:36 am EDT
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Sears the customer service reps lie..!!

I want to first say, I will never ever purchase from sears again, they are simply not the company they once were. They do not stand behind the merchandise they sell. Their products are inferior, fail after just a short time, and as I read others' complaining on here, they are 100 percent correct, that the sears customer service reps lie, give out false names, and do not document your call. You are then left to wait for a tech, which never happens. When all this inferior service started, I dont know, but I dont forsee this company surviving for much longer, the way they treat good, paying customers, I also grew up hearing over and over, that you always go to sears to buy your appliaces. Thats over. And, purchasing items that are high end, is a waste of money. All the extras, are just extra things to fail. Also, regarding their techs, they are not fully trained to repair these appliances. They also have to lie, and say that dont have the part, instead of saying they dont know what they are doing. I had one tech using the internet to try to repair my appliance. That in itself, is enough for me to realize, ive lost well over 1000 dollars on an appliance that they sold me, and cannot repair. Avoid sears at all costs people...!

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Montery12
, US
Jan 02, 2016 12:15 am EST

My cooking Sears/Kenmore cooking appliances have been broken down since October 12, 2015. 5 attempts made to repair units and techs unable to troubleshhot. 3 additional service calls made after the last tech's troubleshoot and they have decided not to show up to promissed service appointments. On one of the actual attempts made to troubleshoot, a tech said "to have my power checked" and I did; NOTHING WRONG with my home power that would cause my units to malfunction. Electrical tech advised to have Sears tech thoroughly check appliance and its immediate wiring as he found nothing in my home power to have an issue.

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Frank Gillingham
Sandia Park, US
May 20, 2014 9:34 pm EDT
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Purchased a Trio Refrigerator which burned up due to the light never going out. Tried to contact customer service on a Service Flash 46-515r4 to schedule a service appointment and got the run around about there is no such Service Flash and that the Trio is out of warranty. Sears needs to start standing behind their products. I will never buy a appliance from Sears ever again, I cant rely on Sears to make it right after spending a lot of money on supposedly a top of the line frig.

Frank Gillingham

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CATHY MOSLEY
Tacoma, US
Jul 13, 2012 10:38 pm EDT

WE will never buy KENMORE PRODUCTS FROM SEARS ANY MORE HERE IN TACOMA WASHINGTON
WE BOUGHT STOVE FRIDGE AND WASHER AND DRYER, AND THE ONLY THING THAT WORKS STILL IS THE WASHER . EVERYTHING ELSE BROKE ON THE FRIDGE THE ICE MAKER NEVER WORKED FROM DAY ONE AND WITH A FAMILY OF 10 WE NEEDED THE ICE MAKER . AND ON THE STOVE WE HAD A SMALL AN D BIG BURNER IN ONE WELL THAT QUIT WORKING, AND THE DRYER WELL IT QUIT WORKING OVER 2 YEARS I HAVE BEEN GOING TO THE LAUNDRY MAT FOR OVER TWO YEARS TO DRY OUR CLOTHES. AND BELIEVE WHEN I SAY IT SUCKS NOT TO MENTION THE MONEY THAT I HAVE SPENT OVER THE TWO YEARS BUT SEARS DOES NOT CARE ABOUT YOU AFTER YOU BUY THERE STUFF. KENMORE IS THE SAME WAY
SO PLEASE DO NOT BUY KENMORE PRODUCTS PLEASE PROTEST THE ITEMS.
THANK YOU CATHY MOSLEY

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1:28 pm EDT
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Sears kenmore elite refrig model 106

A Sears Kenmore Elite Stainless Side by Side Refrigerator Model 106 on Master Maintenance Agreement Plan developed many cracks in housing. Sears replaced door housing but not the refrigerator housing on 9/2011. Sears repair person recommended replacing unit but Sears Maintenance did not do so. Cracks continued. On July 5, 2012 freezer was leaking blood on wooden floor from meat unfreezing and/or unit overheating. Refrig was not cooling. Went to change light bulb on back of refrig to see better. Light bulb broke off in my hand. I discovered a giant crack in back housing into light socket at 1:30 pm when I returned home and discovered mess. Called Sears maintenance immediately. "Tim, #79716, said someone would be out in 24 to 29 hours to look at the situation. Told Tim this was emergency situation, fire hazard and health hazard, plus hundreds in food and floor repair loss. He did nothing get someone to address the known fire hazard, danger and food and floor destruction at 1:30 pm when there were repair agents in the field in Hawaii. Asking to speak to his manager, he instead connected me to Master Protection Agreement, Mary Cruz, #4538 Unit to start a claim loss for food. Mary Cruz said "Tim" gave incorrect information. "That is another dept. They don't understand what goes on in this department. I answer questions only. A claim loss cannot be started until after Sears Tech evaluates situation (Remember Yossarian in Catch 22?). Asked to speak to her supervisor. "Glenda, manager, " would not give her employee number. Glenda put me on hold to "try and get a repair person out now". After 1 hr and 34 minutes (phone records to prove it) I was cut off. No one called me back. I went through whole process again, Finally got back to "Glenda's " dept. Glenda would not talk to me. "Maria, # [protected], said Glenda told her repair dept was now closed. (Note, "Tim at repair was open when I first called. Obviously they kept me on line for 90 minutes, then cutoff, so no action was possible) Maria said that was another department l.They would not help me. Then called repeatedly to Sears Corporate [protected]) which only had messages. One message said to call Hazmat *63333 if safety problem, another to call *411 if emergency. I did both three times. No response, "No such number" Result? Refrigerator/Freezer running, all food thawed/warm, leaking over now warping wooden floor, safety/fire hazard with light/cracks/socket. This is know safety /fire hazard in Sears Refrigerators I know now . Losses in the hundreds. Have read many internet complaints now of same problems. Does anyone know of any lawsuits that provided remedies for losses and safety hazards? I am taking photos now of the situation. Will save as proof and upload after development.

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Sears sears warranty service

I purchased a top of the line Samsung dryer six months ago. The sales representative sold me on the warranty. Supposedly if my dryer broke their prompt sales representatives would be promptly there to fix it. Sure enought 2 months after I bought the dryer it broke and someone came to fix it, but I had to wait for 1.5 wks to get someone there. That was my first experience so I thought that I would let it go. Now, 6 months after the purchse of the product the dryer breaks again and I make an appointment for someone to come out and report. Once again I had to wait 1.5 wks for someone to come. My husband and I work full time so I had someone come stay at the house to open the door because they couldn't get anyone out in the morning. Then, 5 minutes before my window started the repair department calls me and tells me that the repair man had his truck break down and couldn't make it. The next available appoitment was another 1.5wks away. I was livid. I asked them to do whatever they could to get someone at my house sooner. I was transferred to customer care, but no one was able to do a thing. NEVER buy Sears Warranty EVER. They have terrible customer service.

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maryfahim
, US
Jul 17, 2015 5:42 pm EDT
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I bought a fridge in September from Sears ever since I noticed that there is a cloud on the shelves and the life of fruits and vegetables were so short which made me ask one of the Sears technicians who paid me a visit for some other reason for my deep freezer. He mentioned that the model of refrigerator I have has a problem with the mother board which made the fridge has frost behind the drawer and asked me to call them back to send a technician to replace the motherboard. I followed all the instruction he told me. and two weeks after they sent me a third party technician who did the job and left my fridge not working at all. I called again the same day so that they can send him back, they promised they're going to reroute him but I discovered all they promised was nothing but an act to get rid of me till the 23rd of July. Right now all the food that I had in the fridge went into garbage and I have no clue how to reach them by phone they don't answer, and the website they provided which is www.searspabenefits.com has malware and my antivirus doesn't accept it. Please put an end to that joke and help us out. And by the way this was never the first time, it took them once whole six months to fix a problem in my old fridge and after that they resorted to General Electric to fix it. I need a fast solution and their response to their uncouth behavior with customers. Thanks in advance.

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Tony Bryant
Panama City, US
Jul 21, 2015 6:47 am EDT

Took my mower under warranty in for running bad & signed paperwork and left number to call before repairs that will cost me. They replaced the carb and installed new spark plug. Sears NEVER called, wanted to change me. Got mower home, smoked real bad, never smoked before. Then it would only run for 20-30 minutes & die, After cooled down it would start and run again for 20-30 minutes and die. Took off air filter and carb had black gunk inside? Brought back to Sears again. Picked up mower and cord was replaced with used handle. USED PARTS under warranty?

The pull cord had slack in it that the handle hung down. I asked if they had someone there that could fix it and was told that they would have to send it back off for two more weeks. All it would take would be to take the handle off and tie a knot in the rope, cut the rest off and reinstall the handle. How hard can it be, incompetent people that can only push paper. Poor costumer service.

AGAIN - USED PARTS?

NEVER buy another one from Sears.

Just took my lawnmower back to Sears again for the third time in two months. Smokes real bad, never ever smoked until I got it back from Sears. This time the mower only ran for six minutes until it died. Let it set for twenty minutes, started it back up and only ran for one minute then died.
Tempted to take it somewhere else to have it fixed and send the bill to Sears.

Tony
Tony

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1:33 pm EDT
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Sears cheat customer

On June 15, 2012, because my car had a screw in its rear left tire, so we had to find the closest place to fix the tires. So we went to the Sear’s Auto Center in La Jolla and in the process of checking our tires, they noticed that our cars alignment was off so we agreed to recalibrate it as well. So we went into the offices and paid the price which was including the repair and replacement of tires and the recalibration of the car alignment. The price of the four tires charged was $680.60, tire balance performance $59.96 and the alignment was $84.99 coming to the total of $885.73. After waiting for a few hours, we were brought to our car thinking that everything was fixed. However when we were driving back up home, and we noticed that the car’s alignment was completely car as it swayed to the right and we knew something was wrong. So, we went to the San Jose Blossom Hill Road Sear’s to figure out why our car’s alignment was still so off even though it was “supposedly fixed”. It was then the employee explained to us that the car alignment was never done. The proof of the car alignment was given to us at the second Sear Auto Center we went to but we never received such proof from the Sear’s Auto Center in La Jolla. I am extremely upset by the service this Sear’s Auto Center. This was not only unacceptable because they lied to us, but also because it was extremely unsafe to drive under those conditions. So for the past few weeks, I have been calling Sear’s in order to voice my concern and complaint, and I had been promised an apology by the district manager of the store, but I have not yet received a call. Right now I am upset because not only did they swindle me by taking my money and not fixing my car, but also because they are rude and untrue to their words. I urge anyone to not go to Sear’s Auto Center to ever have any of your car needs repaired. I will not let this incident slip pass, I will go to Auto Consumer Business Burea to voice my complaint.

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10:49 am EDT
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Sears shady business practices

I went to sears optical because they accept and offer discounts to aarp members. By the time I was done I waked out of there with a 350.00 purchase. When I got home I discovered that 1- I was not offered a cheaper lens alternative, 2-I was charged an "accessory fee" at 29.99 and not told about it(for a service that I was lead to believe at the end of the sale was free) They say they gave me a 30% discount for aarp(which would have made the sale 105.00 more) which aarp said was supposed to be a 40 % discount. This was supposed to be a noline bifocal 2 pr for 99.00 sale. Needless to say, I called the next day and demanded they cancel the sale and return my money. Oh I also told them I needed transition lenses and they were not ordered as transitions. I also reported them to aarp because they recommended them so be careful out there folks, deception seems to be the order of business for all chain stores or any big business out there. I found a place on line Coastal.com in Canada and got the same glasses as well as the transition lenses for 138.00. They're due to arrive tomarrow. If they're no good or don't live up to their word, I'll be back to let you know

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Sears installation

My husband and I purchased a stove top for our new home from Sears in May 2012 and the installation was suppose to be free. The technician/contractor came to install this appliance and said one of the parts was cracked and he could not install it even though this was suppose to be a new appliance. We purchased the part and called to get another appointment to have the technician/contractor come out and install it. The technician never showed up again and every time we called to ask why, the customer service department could not give us a legitimate reason. One reason given, was maybe the "contractor was not being paid". I was not happy because that should be something resolved between Sears and the contractor and not me. After waiting for over a week, we called John Moore Plumbing who came out and charged us $500.00 to install this appliance. I contacted Sears asking for some type of money back for having to pay for our own installation and I was offered a $25.00 gift card which I received and a report was suppose to be filed to get money back from us having to pay for the installation. We have yet to hear from Sears about any type of cash refund from the installation. I am really surprised at Sears! I have always assumed that this store was one of the better appliance centers. I guess that was wrong!

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Jennifer
Sebastian, US
May 25, 2009 10:15 am EDT

My husband and I bought a Garage door opener on Friday with the installation to be scheduled for monday 5/25/09. We were told that we will receive a phone call 24 hours ahead of installation. Well that never happened. The only reason why I picked 5/25/09 is that was my 1st available day off other than Friday. I called up Sears and spoke to the installation dept. and they told me that I wasn't on the schedule! I have my receipt in front of me stating today. If your gonna schedule something make sure this happens and not have me doing all the run AROUND.

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toni shappell
hardyston, US
Feb 23, 2010 10:19 am EST
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PURCHAS A STACK W/D DRYER HAS A GAS HOOK UP WHEN THE INSTALLERS LEFT THERE WAS A SMELL OF GAS SINCE I HAD A BAD COLD ONLY MY HUSBAND CAN SMELL THE FUMES, THINKING IT WAS JUST DUE TO THE HOOK UP AND THE SMELL WOULD GO AWAY THE NEXT DAY WHEN I GOT HOME FROM WORK I SOONER WENT TO MY FRONT DOOR AND THE FUMES WERE WORSE I THEN CALLED THE GAS CO. AND WAS TOLD TO IMMEDIATELY EVACUATE HAD I FLIPPED A WALL SWITCH THE WHOLE COMPLEX WOULD OF BLOWN UP, I AM SO LUCKY TO BE ALIVE, I'M NOW HAVING NIGHMARES JUST THINKING WHAT MIGHT OF HAPPENED...LUCKY TO BE ALIVE!

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Sears service order # [protected]

On May 03rd I received the service from Sears repair and service department to check my refrigerator. The technician found a fault and said we need to order a part in order to fix the refrigerator. We paid $ 242.06 and the technician ordered the part at that moment. He informed us the part would arrive within 3-4 days and we need to call Sears once we receive the parts and a technician will come and fix our refrigerator.
71 days has passed, until now we have not received the parts and every single day we are calling to Sears, spend hours each day to find out what happened to the order. The representatives affirm us the part is on its way and we will receive it the next day. Refrigerator is a daily necessity and with the Houston summer is very difficult to wait for such a long period of time, calling every day and have patience.

It is our humble request to resolve this issue at your earliest or at least let us know if you are unable or have issues to provide your service to your consumer and we can find some alternatives.

Respectfully,
Sherali Haiderali
5303 Dawnington pl
Sugar Land, Texas 77479
[protected]

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Nombber
, US
Jun 22, 2010 2:09 pm EDT

If you want absolute frustration, annoyance and constantly being lied to, then SEARS HOME SERVICES is for you! Not only that, payment is expected up front, and service is rendered, well, whenever they feel like it. Technicians don't show up during their scheduled appointments, and the telephone operators are absolutely useless at helping, after you have been on hold for more than twenty minutes. Stay away!

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Sears customer service

I ordered a Refridgerator shelf on May 20, 2012. {Which was a Sunday} Twenty minutes later, I found the outside fridge shelf fit the indoor shelf so, I called Sear to cancel. I found it was against their policy to cancel. So, I would have to pay shipping just to return it. Now, June 8, 2012, three weeks later, I still do not have the order. I called Sears to find out where my order was, the guy was unhelpful and put me on hold. After being on hold for twenty minutes, my husband calls on a different line, handles the business, and I am still on hold. I hung up 35 minutes into the call. I then called to speak with a manager. I was hung up on four times, put on hold for 35 minutes at a time, and given excuses why a manager could not talk to me. (They were in meetings, on the phone with other customers or would not talk to me without an order number). I went on live chat and was given a HUGE runaround, the conversation is posted below...Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding. Hi, my name is Chambers, and it is my pleasure to assist you today. May I have your name? you: Chambers: Good Evening! How may I assist you today? you: I have a serious complaint about your service... and this is just my first step. Chambers: I understand that you are looking to give your feedback regarding our service, may I know the problem you have faced from our service. you: On May 20, I ordered a refridgerator shelf. Then 20 minutes later, we realized our outdoor fridge had the same shelf and I called to cancel the order. I was told I could not cancel. Now, three weeks later they tell me it was back ordered. Still... they will not cancel. He did however give me back the shipping cost but told me it would be ANOTHER week before it got here. you: I asked him directly if the order had shipped, he said it had. It is the now the 8th... you: This part will be sent directly back... they were informed this on May 20. you: I called the first time, complained and was put on hold for 20 minutes. My husband called while I was on hold on a different line, and while I was still on hold, the other guy dealt with this. On hold for 35 minutes before hanging up Chambers: I understand that you ordered for a part and wanted to cancel the order and you were not able to cancel the order and the parts direct order team did not helped you with your order. you: Yes you: and very poor customer service you: I did ask to talk with a manager before being put on hold by the way. Chambers: I understand how frustrating that situation for you . you: ok? Chambers: May I have the order number please? you: I do not have an order number, my phone number is Chambers: Thank you for the information, Let me try to locate your order with the other option. Chambers: May I have the name on the account and the billing address along with the email address that was used to place the order? you: No email to indicate there was a back order either you: looking at your returns and cancellation policy, it does indicate all refunds will be issued in the same form as the original method of payment. If an order was made and cancelled on a Sunday, how can that be unapplicable? Chambers: Thank you for the information. Chambers: Just to confirm, did you placed the order on our searspartsdirect.com? you: I do not know, called the 1-800 number Chambers: Thank you. you: by the way, the bank issues a phone number of the company when it debits your account... that number is no longer available to call Chambers: I asked that because I am unable to pull up your order as we are the sears.com, let me see what best I can do for you today. you: you may try my cell phone number, as I am not sure if that is what i gave them Chambers: Okay, I appreciate your patience and help to locate the order. Chambers: Thank you for your patience. Chambers: I will transfer this chat to our parts direct order team they will help you with the order. Please wait while I transfer the chat to the appropriate group. You are now chatting with Gregory. How may I help you? Gregory: Thank you for choosing Sears PartsDirect. My name is Gregory. How may I assist you today? You: I think Gregory, that I am getting the run around. I need to redirect this to someone in charge You: Nothing has been answered and I do not want to get into this for the 4th time Gregory: Just a moment please, while I read the above transaction with Chambers. Gregory: Thank you for the pasting that information. Gregory: Well, we are in the sales department, let me provide you to our specialized customer representatives who will check and help you with this issue. Gregory: You can reach them at [protected], they are available M-F 7AM-9PM CST/Sat 8AM-8PM CST/Sun 9AM-7PM CST. Gregory: I'm sure they will help you this time. Gregory: Thank you for chatting with me; it was my pleasure to assist you. Thank you for choosing Sears Parts Directs today; we appreciate your business. Good bye! We welcome your feedback: please click here to complete our Exit Survey.

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Cindy
Troy, US
Jun 10, 2009 10:02 am EDT

Called the 800 number for a part. They sent me to a store in Albany NY, 40 miles from my home. The store was no longer in business. Called back and was promised a $25 gift card for my trouble. Never received it, can't even get the idiots at Sears to admit that this even happened. NEVER USE SEARS FOR ANYTHING, THEY ARE IDIOTS!

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8:03 pm EDT
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Sears deceptive practice

Sears is requiring people to provide a phone # for ANY purchase. They give a few reasons for this, starting with they need it for returns, then if you refuse, they say they need it to honor the warranty. If you still refuse, they will not sell you the item. I tried to buy a small package of nails for a measly $2.97. After continuing to refuse to provide my phone number, the sales person said he cannot complete the sale without a phone number. I asked him, " Do you mean I HAVE to provide my phone nunmber in order to make ANY purchase form Sears ?'. His reply was "Yes" .
This practice has little to do with returns or warranties, Sears is using the phone # to obatin your name & address in order to sell your information (and what you bought) to a marketing company.. They are being decpetive in the reasons they state they need your phone number. They dont need it to provde returns or honor warranties, they need it to obtain your name & address

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Dresden13
pheonix, US
Jul 24, 2013 8:46 pm EDT

All associates MUST ask for the phone number to make sure they will continue to have a job. They (the COMMISSIONED sales people) must get 4 out of every 5 people to be a member of the rewards program or they are pulled off the sales floor, losing the ability to make any sales, to watch computer-based training that explains how the rewards program makes Sears money. If they return to the floor and still do not get enough people signing up they will be written up and sent home. There are many employees that will give up making the $.03 off of your $2.97 purchase rather than risking you not giving your information. This is why you will usually have to go to electronics, appliances, or tools to purchase those jeans when you can't find anyone on the entire floor that has clothing. District Managers have told their store's General Managers to clean out their entire staff if that is what it takes to get their 80% member levels. That is the speech all associates get multiple times during the day.

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Lukroi
Honaunau, US
Feb 18, 2013 11:05 am EST

All associates MUST ask for the phone number to make sure Rewards members earn their points. If it is discovered that a customer is not a member via this question, customers are told the benefits of the free program. Sears does not sell any personal information gathered from this process.

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MauiAL51
, US
Jun 02, 2012 9:46 pm EDT

I work at Sears and I can tell you that we will sell you whatever you want without your phone number, except when there is a warranty involved because that is how the warranty side keeps track of your warrantied products. The only other reason we ask for a phone number at the time of purchase is if you are a member of the Shop Your Way Rewards program and do not have a membership card. This is so that you will be credited the points for your purchase.

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12:05 am EDT
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Sears abuse from manager

I went to the local Sears outlet because the battery on my ride-on mower which is still under warranty was completely dead. I was given an 800 number to call, and was told a replacement would have to be ordered because only a Sears battery would work. I know that is false and there are lots of batteries around that will fit. It would take a week or two to get one and I need to use my mower now. When I questioned the service, I was attacked verbally by the manager and accused of something totally unrelated to Sears, that I knew nothing about...I didn't know the individual! I had to warn him that if he touched me personally I would call the police. Not the way to treat a sixty-six year old customer who spends thousands of dollars a year at Sears! This guy seriously needs help!

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liketohelp
Toronto, CA
Jun 15, 2012 4:25 am EDT
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please send me your info!

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11:53 am EDT
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Sears electric stove bake element fire

I just had my oven element catch fire. My son was preheating the stove with fish on a pan. The oven had not warmed up past 200 degrees or so and he suddenly saw a white glow. He opened the door. I was in the kitchen and we quickly turned off the oven. The element glowed and made a electrical shorting sound and burned white until 8-10 inches of the element burned off. The oven cooled off fairly fast. My Kenmore model 911.[protected] is approximately 7 years old. I have ordered a new element to fit the stove from Sears. However, I am a little concerned that this could happen again and burn down my house. When I called about the part, the sears rep. stated that this is common occurrence and normal with the element failure. Sears should be held responsible in some fashion with as many complaints as there are on this site. With all of these complaints, there should be a recall.

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8:27 pm EDT

Sears I will never buy anything at sears again

About a year ago I purchased a stackable washer and dryer set from Sears. According to a contractor who was doing some work at my house, the dryer connection to the outside vent was installed incorrectly using duct tape which dried out and the connection detached resulting in a large rip which caused the dryer to vent hot air and lint into the house.

I called Sears and first was told I would have to pay for a service call but then told I was still in a period for which there would be no charge. I asked that they make sure the people coming knew what to do and was told all Sears service people were well qualified. I said that was not necessarily true as the first installation was incorrect. Eventually I asked to talk to a supervisor. I was put on hold for a long time and then cut off. I called back - same thing. The third time I was told there was only one supervisor and he or she was busy. I agreed to have their service people come out. To my utter surprise I received two e-mails. The first one gave a date and time range for fixing the dryer and said the charge would be $129. for labour. Parts, if required, would be extra. The second e-mail gave me another date and time with the same charges but it was for my washer - I never even mentioned the washer.

By now I was quite frustrated and also surprised that Sears was now saying the charge would be $129. I called and cancelled the two service calls. I had my own contractor do the work. Even canceling necessitated multiple phone calls and waiting on hold.

I recently purchased a new dishwasher through a small local company - what a difference in terms of service and ease of dealing with them and the price was no higher than that of the so called big competitive stores like Sears.

As I said, I'll never buy anything from Sears again.

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Wolle
, US
Jun 03, 2016 8:19 am EDT

My (Kenmore) Fridgidaire just was informed started to shake rattle and roll only 3+ yrs. old and when the repairman showed late, I explained the problem and he began to write the estimate. After running the machine for approx. 3 seconds, he finished the quote and asked if I was "sitting down", why I asked, well because he whammy'd me with a quote of $894.00 Are you kidding me the unit only cost $600 new. Well after he put a hole in my dryer hose when I already had the unit pulled out for him, he took my $75 and ran off to another call.
Sears store in town has been absolutely no help, just trying to sell me a new unit. At $200 a year I can go elsewhere. This was a common, bearing problem that Sears is well aware of, this is a stackable unit and I was told to purchase the rack that was detachable, I guess Sears knew I would need to junk one alot quicker than I knew.
I will never purchase from Sears again, I am a barber and will tell every client this story, it will impact their business here in town.

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Sears prepaid credit card

I received a Sears Promotion Rebate Card in the amount 0f 79.00. I tried to use it and it was turned down. After calling the Card Company I was told that I could not use it if I was trying to purchase amount greater than the card balance. I was told this was a debit card which had 79.00 on the card. I was paying the difference by another means. This was not told to me by the Sears representative when I made my purchase. What a scan on Sears part to tell you that you have a card with 79.00 balance and can't use it. Also I was charged a 3.00 fee for not using the card. Is this the way Sears treats a customer who has done business with them for over 50 years

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10:24 pm EDT

Sears auto repair center fraud with tire warranty

I purchased a set of Michelin 80, 000 mile tire for my Nissan Altima 2010. I have Sear rotate the tire and do the oil changes every three thousand miles. With in Ten month and 13, 000 miles two of my tires were completely bald and the other two tires had 4/32 and 5/32 of tread. The manager said it was from aggressive driving? The car is a 4 door sedan with a 4 cylinder completely stock.

I told the manager that the car was driven normal and was front wheel drive and tire that were bad wore on the rear and my paper work shows from sears when they rotated them. The manger then said it was from excessive braking. I told him it had abs and it would be impossible to slide the tires .

I then asked him to check the pressure my tire were over inflated by sear by over three pounds and the car had been at sear for over three hour they had just serviced it. That why I went down there because he said they wouldn’t rotate the tire because the back ones were so bad.

He said all he could do was replace the to back tires and that it void my entire replacement warranty for the whole set. On the warranty it states that over inflation voids the warranty and he still blamed me. This isn’t a race car and his team had my tires over inflated . He told me that it was ok because no matter how hot tires get the pressure only increases by 10% I didn’t know he was genius as well. I asked him if I could send the tires to michelin to be checked for defects he told me no and he wasn’t either.

So when you by from Sears you better not get a tire the will last 80, 000 miles because when it wears out in thirteen they will void your warranty by blame and there improper inflation statistics. I also contact Sears head quarters and they can even have someone higher up contact me. Beware of Sears you and your family are at great risk with their automotive experts. A corvette could wear out 80, 000 mile tire in 13, 000 mile may be 40, 000 but in 13, 0000 this is highway robbery.

By the way I have a 2005 nissan Altima 4 door with a four cylinder with the same exact tires from Sears and they have over 35, 000 mile and they ate still like brand new and this car doesn’t have Abs brakes. No matter the issue they tires ate faulty and that seats responsibility to honnor the warranty they sold me.

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5:59 am EDT
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Sears horrible customer service for major appliances

I purchased a new refrigerator from sears.ca. It was delivered, but did not work. After several calls, Sears said they would send out a repairman to look at it. First appointment, waited all day and he never showed up. Second appointment, he confirmed it requires major repairs. He said to ask it to be replaced. I have tried now for 5 days to get it replaced, but Sears just keeps giving me a runaround. They say they'll look into it and will call me back the next day. I have to wait at home for the call (I don't have a cell phone), but they NEVER call back. So, next day I have to repeat the process all over. I am still without a refrigerator, and am no closer to getting it replaced. They don't seem to have any procedure for replacing it, even though their website says they will. Abysmal customer service. They are rude, they don't care, and they just waste your time. I will never again buy anything from Sears.

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JR34
Glace Bay, CA
Aug 04, 2012 11:09 am EDT

Sears Canada Service is terrible. I called for service to replace a switch on my electric range which cost $52.99. The serviceman was there for 20 minutes and I was charged a total of $237.06 including taxes.

Breakdown of charges: $52.99 for the part.
Then there was something titled Basic Charge in the amount of $69.98 and an additional charge of $83.17 for something that had a Job Description of HA-E whatever that is for a total of $206.14 before taxes.
Sounds like a redundant charge to me. Somebody is making money.

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liketohelp
Toronto, CA
Jun 15, 2012 4:31 am EDT
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please send me your info!

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I know sears
Orangeville, CA
May 28, 2012 12:42 am EDT
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email calvin that will get them going

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Sears sears market problems with online website

Sears wanted to be like Amazon, however they are falling short. Recently placed an order online when in the store to one of the market vendors on their web site. They have not delivered, Sears do not have their company information and Sears do not want to give me my money back even though I placed the order on their web site. Sears has a lot to learn in customer service when it comes to web based business. I will still continue the fight to get my money back but no one is like amazon out there… I am going to stick to amazon forget about Sears.

I ordered a new washing machine (mine went kaput) on and was confirmed for next-day delivery. No call, no email, no delivery. I called and was told there was a delay in the warehouse and it would absolutely be delivered on (today). This morning at 9:00 AM we received a call that the washer would be delivered between 12-2:00 PM. Again, no call, no email, no delivery. I am on the phone right now being told that there is no inventory in the warehouse at all and the next available delivery date will “possibly” be this Saturday. Unbelievable!

And now I’ve been on hold waiting for a supervisor for over 15 minutes. On their website under Customer Service they actually have the nerve to say “Sears is dedicated to providing our customers with a superior level of service.” That is a joke!

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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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