Sears
Reviews and Complaints

4 years ago we purchased an oven from Sears which carried a warranty for 4 years. We got our final on our home 2 years ago at which time the Kenmore oven was installed. The oven quit working Feb. 29th with an error code on the oven door. I called Sears and asked for a technican but they would not connect me to one since my warranty had run out. I told them I only wanted to know what this code meant since it was not listed in the manual that came with the oven. I called again the next day and asked again to speak to a repairman and they refused to let me talk to anyone unless I made a service call appointment. They told me to log onto their sight and download a manual and that should answer my question. I did so, and got the same manual that I had in my hands. I called again on the 3rd day and had to make a service call appointment in order to get any help. When I talked to the lady she still would not let me talk to anyone about my problem. She immediately told me that there would be a fee. $65.00 plus labor and parts or pay $129.00 plus parts, or extend my warranty. If I knew what this error code meant, I would be able to know what I could afford. Would it entail parts? Was it just a simple adjustment over the phone? Did I have to replace the oven? They didn't want me to know what I was going to face. I was so upset I just chose to pay the $129.00 and hoped for the best. The repairman showed up the next day, (not even at the scheduled time) and worked on my oven. He pressed 2 buttons and the oven was working. He was there about 15 minutes. This could have been taken care of over the phone. But because I had no more warranty, I was not considered a customer of Sears anymore. I don't mind paying for service if needed, but I should have only been charged the $65.00 since no parts or substantial labor was done. He insisted on collecting the whole $129.00. I was overcharged $64.00. If they believed in good customer service, this could have been handled over the phone in a matter of seconds. We will never buy another product from Sears again.

I am very disappointed in Sears. I was told when I was called that my service call would be $75.00 plus parts if they had to replace anything. The labor charge was $185.00 and $167.25 for the parts. I do not understand this, since they said the service call would be $75.00 Also, when I left my card with my mother to put it on my Sears account, they would not accept it and rejected my card. I advised the customer service department that I would not be using Sears anymore since they did this to my account.

I went on Sears.com to look at kitchen ranges. I saw one that I liked and was going to purchase it, but I needed to get some clarification that it was a convection oven, and not a standard one. The wording in the add said the over had a a Precision Cooking System with PreciseBake that includes multidirectional airflow, which circulates preheated air for faster more even cooking results. So I called the 800 number. The agent at the call center said he couldn't answer the question and transfered me to the Silverdale Store. When I was connected to appliances the woman I spoke to said the oven I was looking at was a convection oven and she convinced me to come into the Sears store to purchase it instead of doing it online. So the following day which was May 25th I looked at the add on Sears.com to print the details and I saw that the price was lowered to $985.99 so I printed the add and drove to the Sears store in Sliverdale. When I arrived in appliances I asked a sales person to show me where the range was. I looked into the lower oven and saw no fan for convection. I told the woman that the range was supposed to be convection. She said She couldn't help me and said she would get a manager to help me. I met a manager by the name Shem who took the add from me and looked it over. He said that I was right the range was described as having a convection oven, but the actual oven did not. So Shem tried to work with me to find a way to get me an oven with convection around the same price. While I was working with Shem another manager by the name Steve was brought in to help. So Steve did some research and couldn't explain why the ad said Precision Cooking System, but that the range I wanted did not have convection and there was nothing he was going to do to help me. So it was just my tough luck! So I told Steve I would leave and take my business back to Lowe's and I walked away. While your manager Steve was fine with me leaving and not spending my money in Sears, Shem did not agree and asked me to give him a chance to call Maytag and find out if they could offer an explaination and pay for the difference in price. Maytag said that it was a mistake on their end with the description of the range but they would not do anything for me either. So Shem then offered me a price of $1, 285 on the maytag range with the convection oven. After thinking about it, and only because Shem was nice and tried to work with me, I bought the range for $1285. Your manager Steve needs some retraining on customer service! I plan to do more home improvements but I am hesitant to return to Sears after this experience. It is now May 30th and your online add for the same Maytag range with the same description is there and the price is $985 so nothing was done to correct the mistake even after I reported it on May 25.

May 28, 2010

Mr. Bruce Johnson
President & CEO
Sears Corporate Office
3333 Beverly Road
Hoffman Estates, IL 60179

Dear Mr. Johnson:

Friday, May 28, 2010, I went to your Chicago 79th Street Sears store. I took more than an hour selecting what I thought were great bargains. When I went to the cashier, I asked the young girl how much did the air deodorant (that was in a bottle with a stick inside) cost. She quipped: "There's a machine over there." I asked her how to get the reading, and she said just put it under the opening. Reluctantly, I did. This young lady's attitude was the worse I've ever seen in a business setting.

When I asked her another question, she said to me: "What did you say" in a very nasty manner. With my debit card, I paid $377.77 cents, but when I asked her to double my bag because it had already torn, she got another bad attitude and told me those bags are for big items. I asked for the manager.

She insulted me, and I told her to just give me a refund. She allegedly called the manager, but it took the manger nearly 30-minutes to come and when she came it was to answer a call of the sales girl behind her. When I asked the manager to help me get my refund, the manager (a woman) said: "Didn't she give you your money? I gave it to her.

Only then did this child sales girl give me my refund. I have been bragging on your 79th Street store because of the bargains and trying to promote neighborhood businesses, but I will NOT go back to your 79th Street store or any of your stores. This incident ruined my day. That sales girl (register 519 ASSOC # 2329 SALES CHECK # [protected]) needs training. Even the sales girls gave me looks of "I'm sorry" for her behavior.

But, the manager NEVER asked ME what was wrong. She spoke to the cashier in another area (away from the counter where I was waiting). She too needs managerial training. No, I am through with Sears, and I hate that because I have a 3--year-old baby girl who loves that store.

We'll just have to drive to Ford City and go to JC Penny where customers get good service. I come from a family of businessmen and one thing they thought us is the importance of the return customer. I will NOT be returning to your stores.

Chinta Strausberg
[protected]

Well Sears thanks for screwing me over! I order a rain barrel online and I have yet to receive it it has been about a month. I called customer service twice and they told me that it was in processing. I now realized I cannot get a refund unless I refuse the order or take it back to the store. Well isn't that nice I get what I ordered then I want to take it back. Maybe I will get myrain barrel in December when I could take advantage of using it. I will never order from you online again. Your customer service is poor. I am glad I threw away $150 because who knows when my orde will show up. Please be careful ordering from Sears online because once the order is place your screwed and have no recourse because it is stuck in processing and could be forever. Thanks Sears, you lost a customer today!

I brought a pair of glasses for my kid, used for 3 weeks, within 3 weeks the glass got so many scratches my kid could not use it again, since i went to complaint about this sears Burlington mall said they wont replace even though if you would have purchased 30 days before because of scratches. i feel like they use very cheap glasses, though i had brought Rayban brand the glasses used with frame is very cheap, also they charged for coating 40 dollars extra. Initially while buying glasses they said it will protect from scratches, but when went i went back again to complain about the glasses he says he never said this to me.

I have a 27" 8.5 hp auger type snowblower that I bought about 3 years ago and barely been used because of lack of snowfall here in Pa. The recent series of storms has required me to actually use this machine. The machine was NOT used roughly or abused, but nevertheless fell apart. The auger axel is mounted on a cup that is attached to the housing. This cup supports the shaft while it spins. The metal of the houseing is SO thin and unreliable that it simply bends out and the shaft slips out of the cup. Banging it back into position is a temporary fix until the next time. What a piece of crap. Over $700 to boot.

I bought my daughter a Christmas dress at sears .com on Novemeber 20, 2009. I recieved an order confirmation soon after, but never a shipping notice. 2 weeks later, I called sears.com and was told the item was DISCONTINUED! This was the 1st notice I had ever heard of the item being out of stock. I immediately asked for a refund and was told it would take 30DAYS! It is now FEBRUARY 9, 2010 and guess what...NO REFUND STILL! Everytime I contact sears, I get the run around from one of their little puppet customer service reps. NO ONE KNOWS WHAT THEY ARE DOING AT SEARS! DONT SHOP THERE! I mean, it's a 20 buck refund... give it to me already!

I have a Kenmore Elite Bottom Freezer Refrigerator (Model 795.7835#. It was purchased at the Sears in Eden Prairie, MN in April of 2009. Less than 1 year later, it could no longer keep the contents cold. (Our ice cream was soup.) We called Sears Home Repair, & since it was under warranty, they said they'd fix it, but here's what happened:The 1st guy came to fix it. He was a nice guy, but he said the compressor was broken so he ordered a new one. The new one came, but after the 2nd guy spent hours putting it in, it turned-out it was also broken. Now we have no cooling at all, & all our food is outside on the deck. The 2nd guy ordered another new compressor. When it arrived I was supposed to call to schedule an appt. They said someone would come the next morn. (today). He isn't here yet, so I called 1-800-4MYHOME begin_of_the_skype_highlighting 1-800-4MYHOME end_of_the_skype_highlighting again to see when he'd be there. 1st the woman said she couldn't find our record. Then when I said how frustrating it was, SHE HUNG-UP ON ME. All our food has been outside for 2 weeks to keep it cool, but the meat is rotten because it hasn't been cold enough. My husband's work colleagues are coming over for dinner tonight. I don't know who to call, because I looked all over Sears website for "Complaints, " but you can only complain about the web site itself.

I was shopping at sears on tuesday may 25th 2010. I talked with two sales associates about a craftsman pressure washer. I told the worker I wanted to see if the washer could fit into my car. He walked over by the exit and gave me a buggy to put pressure washer into. I took this item out to my vehicle and got washer into car. I sat in car waiting on my driver to return so I could go back inside store to purchase this item. As I waited sears secuirty men approached me and accused me of stealing this pressure washer. I told this gentleman I was seeing if it could fit into my car. And they made me come inside. After questioning me and calling me a liar for 30 minutes I was told if I just told them I was taking this item and not paying then I would be free to go since I was still on sears property and that I would just be tresspassed. This was I lie! They are trying to proscecute me for theft now! I was harrassed and threatened. This security man told me to just say I messed up and sears would not prosecute me so I took his advice, he told me this 5 or 6 times. As well as the other security man. I told them 3 times I wasnt stealing it. And they said I was lieing. Who do I need to speak with?

Sears' A&E Services sent out a truly incompetent technician to our house THREE times to repair our dishwasher. Each time, he ordered a completely new part and tried to install it. On the third time, he even broke the latch door. (This was a brand new, top of the line stainless steel dishwasher.) The total for parts and service that he internally billed Sears was over $1100 according to the receipts. On the FOURTH time, Sears sent in the REAL repair guy- an ace named Ted (if you are getting service in the Monroe Country, Brown County, Greene County area) and he fixed the problem instantly. Of course, Sears only sent in the terrific guy on the 4th and final attempt- after which they would have given us a new dishwasher. Be sure to ask for EXPEDITED service in between visits or it will be 4 weeks (4 visits, each one week apart). Also if your technician seems like the village idiot, ask them to send out Ted instead!

Secured Texas Appliance Rebate. Purchased refridge from Sears at Broadway Square mall on April 16, 2010. First delivery April 23, damaged product. Sent back. Reschedule new delivery following week. Date arrived, phone call product back ordered 3 weeks. New delivery date May 18th. 2nd fridge arrived door would not shut/seal. returned. New delivery date May 25. Each delivery with note to courtesy call customer 30 minutes prior to arrival so we can be home from work. Received call at 11:51 home phone and 11:52 cell phone they are on their way with 3rd fridge. I arrived at 12:10 and waited. and waited. 1pm i call sears delivery and they said no one was home to receive delivery so they left. They did not give 30 minutes notice as promised or agreed. Was told would have to reschedule. Refused. Called again and was told they contacted delivery warehouse and the delivery people would try to come back. They are supposed to call and let us know as soon as they get the message. Its been 30 minutes and no call back. Called the Sears store. never got to speak to a manager as requested. They apologized and said they had no control over delivery. Frustrating they can't control their own product delivery. This is simply ridiculus. I will never ever buy another product there that requires delivery. I have bought appliances there since 1993, but no longer.

4th treadmill delivered from Sears . First one defective (Nordic Track), 2nd one looked like it had been dropped (still in the box), 3rd one blood on the instruction manual, unsafe assembly, parts put on the treadmill but no screws to hold them together, 4th (Proform) one had to have the parts "jimmied" because the console and arms did not fit. Feedback from the driver said he opened three boxes and found the following, holes not drilled to insert screws, parts missing. Yet, the treadmill was delivered to my home in this "jimmied" condition. Feedback from Sears store and 800 number...do you want another one! 4 Saturdays wasted and potential injury to myself from improper assembly and defective items. Matt, salesman, just called me and wanted to know about my delivery and then hung up on me! Obviously how business is conducted at Sears.

We purchased a Kenmore side-by-side a little over a year ago. The refrigerator barely made it 10 months before dying. At that point we had it repaired under warranty. Over a period of 3 weeks and 3 or 4 visits, it was finally repaired. Not 2 months later (when it was finally out of warranty) the icemaker stopped despising ice. knowing my credit card extends warranty claims by 1 year we had Sear come out to give an estimate. We were told that there was a $60 diagnostic fee, but if we got it repaired that would be applied to the cost of the repair. We knew it would be a week or more for the credit card company to approve the repair, so we asked if we could wait on the repair until we were sure it was covered. We were told that would be NO problem and we could call back ANY time within 30 days to schedule it. We got approved about 2 weeks later and called to schedule the repair. First we were told that we needed to get them a credit card number to order the part, which we did. Then we were told there would be another $60 diagnostic charge because we had declined the repair. We explained that we DID NOT decline, we just were not immediately ready. We also told them what the repairman had said about having a 30 day window. After a good 1/2 hour on the phone we were told that there was nothing they could do and that we should call the local repair center to see if they had a way to get the repair done as was promised. We called them the next day and got the same refusal to help or fulfill the promises they had made. I am seriously disappointed in Sears.

Summer of 2009, a white man and a black woman accused my sister and I of shoplifting. We had found 2 pairs each of a bathing suit we wanted to try on. We go towards the fitting room and understanding why there was an overhead tv for security. We went in and tried them on and we didn't consider taking them because they just did not look good. Now for every fitting room anywhere where I have gone to there has always always always been a clothing rack of what clothes a customer did not like or want. Always. And yes there was a rack inside the fitting rooms to hang unwanted clothing. Since my sister and I didn't like those particular bathing suits, we had put them on the rack. As we are leaving sears because we had absolutely no other interest in being there any longer, we proceded to walk into a store called "zumies". The minute we had walked into another store, that ###ing white man and black woman come storming and threaten us to leave the mall immediately. They told us they needed to check our purses for the items we did not walk out with leaving their fitting rooms. As we showed them and continued to tell them that there was a goddamn ###ing rack in the womans fitting room for unwanted clothing, they forced us to go and show them as if we were lying. On our way back they had walkie talkies with them and someone telling them that they found the bathing suits exactly where we had orignally told them. I was unbelievably furious. Sears corporation need to really know what is going on. Don't have a a ###ing rack in a fitting room if you're just gonna accuse someone of stealing your worthless piece of ### there. Never never never ever go into sears in louis joliet mall in joliet, illinois near IL 55 and route 30 and caton farm road

Took my Hoover Steam Vac to our local Sears where I purchased to shampooer. I purchased it 08/25/08 along with a 3 year extended warranty. Our sears people are so nice and assurred me it would be fixed and back to our sears in a week to ten days. Then I get a call from Yavonne telling me I had no warranty on the hoover. After arguing with her that I did. She told me to call Nancy at SCS NCR and Nancy said she would take care of it for me. Many weeks later and many calls later I finally get ahold of George and he says he shampooer was repaired and would be at our sears on Friday. It was. Today being the first dry fairly warm day I decided to clean my
carpets and low and behold IT WAS NOT REPAIRED! Who do I go to next to get the shampooer repaired? or can they at least send me a upholstery hose to replace the broked one. I really need the hose fixed or replaced but dread having to wait 3 or 4 weeks to get it done. Im so frustrated with Sears.

Thank you,
Terry Davis
19388 CH 70
Forest, Ohio 45843
email [protected]@gmail.com

Not only did my "Die Hard" battery die within a year and a half of purchase, but the service department side-stepped the warranty by claiming that battery was still good; they said the car had some kind of electrical problem that they were not equipped to troubleshoot. Of course, when I went to the car dealer, they showed me that the battery was not able to hold a charge. After installing a new battery from the car dealer, the electrical problem magically disappeared.

I had successfully purchased die-hard batteries for many, many years, and am now extremely disappointed to see that Sears has dropped the ball on one of their flagship products, and has chosen to scam customers by dropping service, as well.

The tech sent to repair my freezer did not call ahead like I was told he would. He was very rude did not talk at all to tell me what he was doing or what was wrong with my refrigerator. He was looking around my house the whole time he was there and it made me feel very uncomfortable. Always watching too see if I was watching him. He took a personal phone call while making the repair. I would prefer this tech not make any service calls to me in the future.