Sears
Reviews and Complaints

On 3/29/08 we received an email notice from Sears of a limited online VIP sale. It had online only specials which started Sunday at 6PM. Since we were in the market for a new refrigerator we attempted to purchase one online using this sale. We tried over and over to get the sale to go through on a 22.4 cu. ft. Trio French Door Bottom Freezer Refrigerator. Our order summary came through showing this was $988.10 with $65.00 for delivery. This was also supposed to be 12 months no interest on our Sears card. When we attempted the checkout, we couldn't get past the delivery address page. So I called their customer service. They weren't able to get the sale to go through either! The young woman put me on hold to speak to her team. When she returned she said no one could figure it out; but, they'd called a supervisor at home who would be in in two days and she would complete the sale for us. I should call back then and ask for the supervisor. When I did so I was told in no uncertain terms that they had absolutely no idea what I was talking about! So I sent a complaint to Sears via email. The big information they returned was that Sears doesn't deliver to the address provided! No one could tell me this Sunday night?! So, just get in touch with one of our stores - which of course wouldn't honor the sales deal since it was past the date! So, I contacted them via email AGAIN specifically asking why neither the computer program NOR their customer service people could tell me that was the problem! All I got back was Thanks for the feedback and it will help them improve their service. I can't get anyone to honor the terms of the sales event and get this refrigerator! It's like they don't care that I wanted to buy a $1, 000 refrigerator from their business. I believe they should have contacted me ASAP with information in writing to allow me to complete the same purchase and pick up the refrigerator at the store. But I can't get anyone to even answer that part of my complaint. I hope this reaches the right ears. I was going to contact the company president then found out they can't get anyone to take the job! I wonder why!

My wife and I are looking to buy a microwave oven, we go to the store and find a bunch of displays, none of which we like. There is another couple looking for a microwave also. We've never met them before but we are comparing what is on your shelf. We notice 6 microwaves in their box's in the middle of the aisle and ask if we can see one. The associate states he'll be right back and after a few minutes he returns and states to us (not very nicely)"The vaccume salesman says it's just like that one" and points to one on the shelf. It was nothing like the one on the shelf..nothing at all, We explained that and asked if we could see it and he said "no" (he wouldn't even look at the box to see if it was different) Surprised we asked to see a manager, he said "fine" and briskly walked away. Both my wife and I and the other couple were rather taken aback by his rudeness. After watching him, the manager, and two other associates have a discussion while pointing at us the manager came over and asked if there was anything he could do for us. We simply asked if we could see the microwave in the box, He stated that he would not open a box. we asked if he could put one on display as there was a tag for one on the shelf but the shelf was empty, he stated "if I open one we won't be able to sell it" so I asked him if he expected us to buy a microwave based soley on the picture on the side of the box? he stated "yes" the other couple and my wife looked at him and said "you have two potential sales here but we would like to see it before buying it" he pointed at the box and sorry but I won't open it.

Not only have you lost two potential sales but you just lost a customer for life, probably two customers I suspect. A comsumer should not be expected to stare at a box in the store and not be allowed to see whats inside and be further expected to buy it. The attitude of the associates and manager were such that it completely soured our taste for doing buisness with sears. I have never seen a poorer display of customer service, at all...good bye! I will surely tell my friends and family about this experience.

Wow 123321 you sound like a complete ###! This person bought a mattress from Sears and for some reason it may have hurt his/her back or other problems they didnt realize or they just didnt like it. It doesnt say only if the mattress is damaged you can return it etc etc. Rule no. 1 never ever ever buy a mattress you didnt sleep on even if it is almost exact similiar to the one you had previous; that is why I hate 1800-mattress they want people to buy a mattress that they have never slept on? LOL 1800 mattress has a very high return policy. Next time buy a mattress at Macy's atleast you know your going to get better customer service at Sears when I looked at a mattress I had to find someone to help me. At Macy's they asked me if I needed help 180 degree difference.

Sears policy clearly says they have 30 days and if they dont like it they can return it and they would pay a 10 percent restocking fee if they didnt want to select a different mattress. Upsetsearscustomer is smart to get the employee who was a complete dick! furthermore if this was me I would of rented a truck from Home Depot for 20-30 bucks taken the mattress back to Sears and take pictures of you dropping it off at their store. Let them deal with it, once you drop off the mattress back to them as long as it is within the 30 days it is on there property but make sure that you dont have any stains, most companies are hoping the longer you keep the mattress the longer you did something to prevent it from coming back. Sears in the 80's and 90's use to be the biggest department store in the USA but now there stores look like a big flea market but they do have good appliances
I am not sure about mattresses but after the experience you had I will go with Macy's; even though its 100 dollarts more. I know though if I have an issue I know Macys will not turn a blind eye

Yes!"""

Sears right at this moment doing false advertising for 32" and 50" tvs! ! Sr 50 brooksville florida!

Amazon has it for less. $6.99 + $4.99 shipping each.

http://www.amazon.com/MTD-LAWN-MOWER-784-5580-0637-SHOE-SLIDE/dp/B0017P0MRI

I am very disappointed with Sears and their maintenance policies. On Monday, September 15th I called to request maintenance support for an inoperative Kenmore refrigerator, Model [protected], purchased on July 11, 2008. I was informed a technician would call on Tuesday evening to confirm whether they would arrive in the morning or in the afternoon and thus limit the time we would need to stand by to accommodate them. Not having heard from them last evening, I called to check on the problem. I was informed that the service department would not be calling upon our home for a total of nine days, on September 24, 2008.

Nine days to call for a technician! I could replace the equipment with better response. I have no idea why it should take such a long time. Nor can I imagine how Sears could not clarify that their service was so inefficient and that I should prepare to keep things cool with ice and portable ice chests.

Here's a copy of a letter I sent to Sears, to which I'm sure I will never receive a response. Just wanted to warn others after my experience.

I’m writing in regards to refrigerator purchases I recently made at a Sears outlet store. When the original refrigerator I bought was delivered, it began running and never stopped, nor did it ever get cool. I tried several times over the next two days before I got a hold of an actual person to speak with, only to be told that I would have to call back the following day because they were closing soon. A repairman couldn’t be sent until the next day and by then, all of my food had to be thrown away. A new compressor was placed on emergency order and the repairman was supposed to return in another two days. The night before the repair was scheduled-anywhere between 8am and 5pm-I got a call cancelling the appointment, because although the part was on emergency order, it was still stuck in the factory. They promised they would call back the next day to reschedule for a time as soon as possible. Two days and no phone call later, I went back to the store to see what they could do for me.
At the store, I was told they could sell me another one if I wanted, but I couldn’t get my money back for the old one until it was back in the store. They also couldn’t pick the old one up at the same time they delivered the new one, because that had to be scheduled separately. I was getting desperate at this point, so I made the mistake of buying another one and cancelling the part for the first one. I was told they don’t deliver on weekends, so unless I want to take it with me, it would be 2 or 3 more days.
I received confirmation from 3 different people and the automated system that the delivery would be made after 6:30 pm so that I would not have to take off work. I got a call at 11:30am asking if I was going to be home in the next hour, because it needed to dropped off by 5:00pm. He had someone call me to reschedule for the following day, but I couldn’t be given a time until the automated system called. It never called. I went back to the store and the store manager called a regional manager to deal with the situation. Neither of us has ever received a call back from him.
A few days later, the manager and I spent three hours on the phone with eight different people just to set up the pick-up and refund of my old fridge. They couldn’t set up the delivery of the new refrigerator yet however, because they couldn’t locate it. Apparently, it got lost in the shuffle between the store, which is about 4 miles from my house, and the warehouse, about 20 miles away, where it first had to be taken in order to be brought to my house.
The next day, the refrigerator was tracked down and delivery was set up for Sunday, although I was previously told no deliveries are made on weekends. I got the confirmation call and an hour after my window passed, I called to see where my delivery was. I was told that the team was just running a little late and would be there any minute. They never showed up.
I called first thing the next morning, expecting an apology and an offer to bring it over that day. They offered to reschedule in another 2 days and couldn’t even give me an explanation as to why it wasn’t brought the night before. After more phone calls, I finally got someone from the local distribution center to arrange delivery of the new one and pick-up of the old one all at the same time for the next day. That was 2 weeks ago and I still haven’t received a refund for the original refrigerator that was returned.
I am extremely unhappy about this situation. Between throwing out about $50 worth of food and $40 worth of medication that needed to be kept cold, missed work, 2-$65 delivery fees, eating out for almost 3 weeks, and interest on my credit card, I have spent almost twice what the original refrigerator cost me. While I didn’t purchase the protection plan, I would expect some reimbursement considering the product I bought was brand new and defective from the beginning. Although the store staff was very helpful, I certainly expected better service from the company itself. I have since heard numerous and similar complaints about Sears and I thought you needed to be aware of these situations. I can tell you that I will most certainly never shop with Sears again and will make sure none of my friends and family will either.

I caution everyone DO NOT call Sears for any type of service call. It is just $69 for them to drive to your house/business. I had them repair my dishwasher which consisted of, no joke, 3 minutes of work and replacing a brass nut about the size of the end of your finger. The total bill was over $100! I also was not given a quote for the service prior to the repair, which I was told by customer service that the technician would give me a quote before any work was done.

We called sears for service of out frige we were talked into a $250.00 service contract and they would be out the next day before 1-5 i had to leave work to be home for service at 4:45 I got a call that they wouldn't be there for service and gave no reason. My husband called them and aske when they would be out and they said in one week WHAT are they nuts .we told them that we wanted to be credited for the $250.00 contract we will be watch to make sure they credit us . we called afortable repair service and they guy said he woul be here for *:00 in the morning and we said the earlier the better he called 7:45 came and repaired it in 30 min and charge less than sears and was very professinal and we would recommed him to any one . never buy another sear they did to us with our stove too 5 generations of kenmore will be NOMORE

I went in for tires and an alignment and besides that it took 5hrs and one phone call that my vehical was ready when it wasnt, It was 15min until thier closing time and they tell me it is ready so I pay for everything and I go out well I have no brakes. When I went in I had brakes. These people were also aware that I had 3 kids with me an 11mth old, 3yr old, and a 10yr old. I go back in to the store tell them I have no brakes, they tell me they cant fix it because they didnt have anything to fix it with and in order for them to fix it I would hafto leave it over there and It would take 4or 5hrs and it would cost around 500.00 dollars to fix it. Did I mention that I live 45min away? They knew all of this they didnt try to offer anything I mean at that point having my babies in the car I would have accepted a ride to advanced auto right down the street to buy a brake line so it could be fixed I think they are verry unorganized and verry unprofessional and I doubt verry seriously that I will ever go back to that store for anything automotive again.

I placed a service call to Sears on Monday July 6 to repair my 2 year old $1, 100 Kenmore washer. They gave me a scheduled time of Wednesday July 8 between 8am - 12. I have called them repeatedly because it is now 12:50 & the technician has still not shown up. This is unacceptable! This also happened to me when I used the sears carpet cleaning services, they called the day the cleaning was scheduled & said the technician could not make it so he came the next day & he was late & did a HORRIBLE job. I have taken the day off of work without pay to be home for both of these services. I am a single mom & need to pick up my children in the afternoon. So at this point I am out a days pay from work & a washer machine.

I will guarantee that I will NEVER purchase another item or any type of service form Sears. I have also & will continue to pass this information to family & friends so they are not put in this service nightmare!

On Sunday, Sept. 20 my wife and I entered the Sears on Rt. 202 in Delaware attached to Concord Mall with the intent to purchase a new Samsung washer & dryer, which we did. We had already done the research so we literally walked in, pointed and said we'll take those two and paid in cash. Our delivery date was set to be Monday, Sept. 28. They told me to expect a call the night before the delivery to confirm a two-hour window in which I needed to be home to receive the appliances.

On Friday, Sept 25 I got the automated call asking me to call a number to confirm the delivery, which I did - all set for Monday, Sept. 28. I then got the same call, again, on Saturday asking me to once again confirm the delivery and finally a THIRD call on Sunday for the same reason. Three calls making sure that I was going to be home to receive the washer & dryer. I was instructed to be home on Monday, Sept. 28 between the hours of noon and 2pm to receive the goods.

Monday rolls around and I head home from work at noon, wanting to make sure that I would be home if the guys were ahead of schedule. At about 1:30pm the doorbell rings, at the far end of the window, but on time none the less. I show one of the men where we're putting the units and then we head back to the truck, but there is already a problem. The other guy can only locate the washer on the truck, the dryer isn't there. After some calls it's determined that the dryer was never loaded, its still at the warehouse. The man also tells me not to worry, I'll get a call to reschedule the dryer. So they bring in the washer, I tip them each $20 for the work and they're on their way. That's the last I hear from anyone at Sears for the day.

I tried to call the same number I had already called three times to confirm delivery, but I get placed on hold for 45 minutes and then the system hangs up on me. It's late so I didn't call back that evening. The next day I called the same number starting at 8:30am, I listen to the hold music for an hour before I get tired of it. I then head home to talk to a contractor at my house and once again try to call the number, I sit on hold again for an hour and 20 minutes - never once talking to a person.

After that hour and 30 minutes I decide that it's actually quicker for me to get in the car and DRIVE back to the Sears where I purchased the units than sit on hold any longer.

I arrive in the store with my little blue book of receipts in hand and head to the appliances department. Once there I immediately notice no less than four sales associates congregating near a row of refrigerators and head straight for them saying, "I need some help." Suddenly, its none of their departments and they all scatter. I stood at the counter in the appliances department for another 15 minutes, beckoning any sales associate I could find to come help me - it was always "not their department." I'll bet if I wanted to buy something I would have had more than enough help.

Finally, 15 minutes later, a woman came over to talk to me and I detailed the issue about the missing washer. She started to help me and about 2-minutes into researching the problem the phone rang, she took the call and proceeded to assist the person on the phone while I stared at her for another 10 minutes. After the call she was able to get the warehouse on the phone who informed me that "due to a misspelling the dryer was left off the truck." So the delivery is once again rescheduled, on that Thursday the dryer, which was supposed to come on Monday, finally arrived at the house. Funny thing was, when we went to hook it up we couldn't because they delivered it with the wrong electrical cord. So, yea, again, we had to take another trip back to Sears to exchange it for the correct cord.

When my wife did the exchange she found out what the misspelling was that kept our dryer off the truck. Even though I clearly answered all the questions asked of me, you know, after "how will you be paying for this?" the sales guy not only ordered us a 3-prong cord instead of a 4-prong, he actually ordered us a GAS dryer. I'm not sure what tipped off the warehouse, but they corrected his [censored] mistake that delayed the delivery of my dryer for 3 days.

I called their customer service number with this exact story and after listening to me monologue for 5 minutes the woman on the other end of the phone says, "well, thats terrible, so is there anything else I can help you with?" Else? I'm curious to know what exactly I've been helped with thus far because I sure as ### can't think of anything.

October 26th, 2009
Lisa-Cindy Yankowsky (lisa.claude@videotron.ca)
12 Bellefeuille
Mercier, Quebec
J6R 2P1

To whom it may concern,

My name is Lisa-Cindy Yankowsky and I am a regular shopper at Sears. I have a Sears card and always used my card wether it was purchasing from the store directly or ordering from the catalogue. I have always paid my bills and never had a problem with your company. During the middle of October, I called the Sears toll free number to order several items from the catalogue. Usually, Sears calls me to tell me that my order is ready but I didn't hear from them so I took it upon myself to call and see what was going on. The service lady told me that my items were ready and that Sears doesn't call to advise their clients when orders were ready anymore. So I went to my local pick-up place ( Chatel Cleaners on St. Jean-Baptiste St. in Chateauguay) and they told me I couldn't have my item unless I paid them cash. I was in shock and immediately called the number in back of my Sears card. After 20 minutes of trying to speak to a human being, I was flabergasted when the consultant told me I had not used my Sears card since 2008 and that they cancelled my account. I found that extremely bizarre and unprofessional since my last payment was in August, 2009.
I am very upset and disappointed with your establishment. I have been an activer consumer for many, many years and to be treated like this is inexcusable. Nobody ever called to advise me that my account was cancelled if so, I wouldn't have gone through the trouble of ordering a bunch of items and go to pick them up if I had known. Also, last Christmas, I made a huge order from the catalogue and all of the items I wanted were back-ordered. I told the consultant to cancel the order since I wasn't going to get them for Christmas and low and behold, someone from Sears called me after Christams to tell me the order was ready. I find that your company services are very unorganized. I know your establishment has many consumers and not having me as one may not matter but word of mouth spreads quickly and I have a big family that also shops at Sears frequently. They too are not happy about what had happened.
Sears is a wide known store with a great amount of consumers. It is wrong to treat your clientel this way especially when you have loyal customers like I. Well, had.

Thank-you for time.
Sincerely,
Lisa-Cindy Yankowsky

I WILL NEVER BUY ANYTHING FROM SEARS AGAIN...SERVICE IS HORRIBLE. I WILL PAY MORE ELSEWHERE IT IS SO NOT WORTH IT TO DEAL WITH SEARS! I HOPE THEY CRUMBLE AND GO BANKRUPT, IT WILL SERVE THEM RIGHT! We renovated our kitchen 6 years ago and in the process purchased all new appliances from Sears. Our refrigerator died on November 1, 2009. We called Sears the next morning to obtain a service call. We were given an appointment a week later, November 9th. So already one full week without a refrigerator...I am not talking a microwave or dishwasher or even a dvd player...this is a necessity! The service man was very nice, but did not have the proper parts in his van to make the repair. We had to order them. Being that it was our refrigerator and we had already lost all of the food, had eaten out more than usual, been nervous about the condition of the food in the coolers ...I asked, Can we please pay for overnight shipping to expedite this? He said, THAT could NOT be done..After discussing it for a while he made an appt for 10 days later, November 18th. As soon as I purchased 6 bags of ice, I called Sears Customer Service...I spoke with a woman from another country...who allowed me to be transferred to her Supervisor. This person said, As soon as you get your parts, call us and we will send a repair person right away...She assured me, if it was Thursday, I would get a repair on Friday (still 13 days without a refrigerator). Got the part on Thursday, called right away and got another woman from another country and she said, there were no available appts for Friday...only on the day I had scheduled. I explained, you must be misinformed...I was promised by Louie that this would be taken care of for me. I kept hearing the same apology and canned response over and over...THE SYSTEM SUCKS! I asked for someone above her that could help, I asked for dispatch, I explained and reexplained...I was put on hold numerous times and eventually disconnected...
Called another person tonight to see if I could get any further...nothing...they keep saying if someone cancels...Who is going to cancel, we are all desperate, especially if we have been waiting weeks!
I am totally baffled that this is how they operate. Plus, the 10 people I told today ALL told me horror stories about the Service, or the lack thereof, that they received from Sears...PITIFUL!

on 11/28/09 my shopping experience with sears has mean nothing but aggravation, i purchased a treadmill after being told there were three in-stock, no more than ten minutes i received a call informing me they had none in stock, i took the option to wait for one them to order one.12/9/09 received call from sears letting me know my purchase was ready for pick-up, called the salesman(Alex), to ask why it was for pick up, when i paid for delivery, at that time i found out i wasn't even in the system.after some time i was told everything was taken care of and would have my purchase delivered 12/12/09. today they brought the treadmill, had to take it back due to missing parts. i called sears, talked to the manger(brain), i was told i could wait another two weeks.(unacceptable). i informed him of all the inconvenience i have been through, and how i felt they should make this right. when asked what i would like them to do, i said i feel they should give me a treadmill that they do have in stock for the same price i paid, even if that meant going up a step. brain informed he would meet me half way on the difference, which meant i would have to pay a couple hundred dollars more. i declined and canceled my order, why should have to pay more than i can afford, when all this could have been avoided by the salesman making sure my purchase was in-stock.in case there is something you can do to make this right i have included my sales number([protected]) thank you.

So...? Buy the new one for 30% off (189.70) or would you prefer the demo at 199.99?