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S
12:00 am
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The complaint has been investigated and resolved to the customer’s satisfaction.
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Sears - glases you can't ware!

Vision services provided by "Sears Optical" at 1300 Southlake Mall, Morrow GA 30260 770-968-2239

At the end of August 2017, I purchased no line trifocals from Sears Optical at Southlake. The glasses, with discount, cost $215.00 and from the first time I put them on, I wasn't sure if they were right. The distance seemed off and the reading was blurry... She told me to try them for the day and "get used to them" that my eyes needed to adjust to the new prescription.

Since that time, I have attempted to contact Sears Optical at Southlake a multitude of times. The doctors number on his business card is a recording... it gives you two numbers... one number has a recording on it that states that your call will be returned within 60 minutes... the other is actually answered.

When I finally got through to someone there (Sharon) on 10/19/06 she stated that the doctor had resigned. I explained to her that was not my problem and she said "well we don't have anybody to do re-checks" I stated again, that this was not my problem. She told me she would call me back on 10/20 to see about my coming in over the weekend- that the doctor was going to come in for a few people to do re-checks. I did not get a call back.

On 10/23 when I called, I again got Sharon who answered the phone asking "do you want to make an appointment for an eye exam today?" I said no, and told her who I was... she then stated that "she was just about to call me" and that the doctor would see me- did I know where "Eagles Landing was?" I said no I didn't and she then said "well you know, the doctor is independant" and I said "I made my payment to "Sears" and therefore Sears was responsible... I then asked for the name of the manager there. She said the manager was Sheila Dawson and that Sheila would not be in until tomorrow. In the meantime, I get a flyer in the mail stating that the Sears Optical at Southlake is having a sale!

In the interim, I have glasses I cannot wear and every time I call there I get the run round.

Sue

Atlanta GA

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The complaint has been investigated and resolved to the customer's satisfaction.

4 comments
J
Mar 10, 2011 8:52 pm

On 1/27/11 I had an eye exam and picked out both daily prescription glasses and also prescription sunglasses. I paid for both pair in the amount of $479.00. I was told that it would be approximated around two weeks and that they would contact me when they received them back from the lab.

I have contact Heidi (store mgr) and also Jennifer on a weekly basis since that appointment and have been told that they have not come back. I called last night and was told that they have now been received on 2/3/11 and no one has called. The only communication that I have is when I call to find out what is going on and why it is taking so long. At this point it is comical to find out that they have been sitting in your store for a week when I have been calling for 6 weeks.

When I called and talked to Heidi on 3/3, all that she could tell me was that she was able to confirm that they had been mailed from the lab but could not find a date or what the problem/delay was. She also proceeded to tell me that typically when this happens, she could give me a 25% discount. But that was a delay of 10 days. This is rediculous. She is not in the store today so I have ANOTHER delay in picking up what I have ALREADY paid for.

I would like to see some resolution to this because this happened to my spouse as well. He was with me and purchased a pair of glasses on the same date. He physically went to the store a week later only to be told that they were not available and that they will call. I called two days later and they LIED to me and said that they called and left a message for him Feb 7.

There is not that much activity in that store for these employees to NOT be held accountable for such sloppy service. I could have gone anywhere by now but now I wish I had. This is completely not acceptable to me.

I would like to see some resolution and compensation for this trouble.

A
Oct 29, 2008 1:49 pm

Ive ordered glasses from this organization months ago.The eye prescription has been wrong from the beginning.This is the 4th time that the glasses have been returned to be corrected..they say, next wednesday they will be here.That wednesday never comes.then the guy that works there said Im busy, cant look it up.Attitude.Still no glasses.
Summary.they are the worst, the armpits of the optical business.they have a nit wit that gives eye exams that last about 20 seconds.they are as bad as Americas best.anothe beaut.If you have any brains, you will not go to Sears Optical.Also the price changed. I bought them on sale, and its now almost $100.00 more than what I originally paid.
do not go to Sears Optical.If you dont understand English, go to translator and translate it to your language.

S
May 17, 2011 2:45 am
Verified customer This comment was posted by a verified customer. Learn more

And your still waiting?, Its been two weeks for me, and i called today at 5:30, Service said she would check and call me back, store close 8pm it it is now 8:41 pm no call back, guess i will be jerk around as well, Goes to show you read complaints first before stepping in to Sears Optical Store.

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A
12:00 am

Sears - slipped on a wet floor

I slipped on a wet floor, this was observed by a male clerk that was present at a service desk. At the time of the slip there were no wet floor markings. The initial shock of the fall other than pain in my elbow and forearm was a little disorientating as to what I should do other than being very embarrassed and feeling very uncomfortable, I looked for assistance and the clerk ignored me, and was more interested in seeking to place signs where I had slipped. After searching/seeking assistance I returned to the service desk, where there was present the same male clerk and now a female. The male clerk would neither take my name or make a note of the incident, and expressed no interest in my issue or the extent of my injuries, the female was extremely rude and was more interested in pointing out the languages that were observed on the wet floor signs. Eventually the female took my name and address. I left the store and sought medical assistance. I was seen at the local Emergency Dept, had x rays taken, prescribed pain killers.

I woke up the next day with extreme pain in my right back, however that is not the cause of my complaint and the extent of that is a separate issue. I phoned the next day to request that the store acknowledge and pay for the medical costs, to which the female who responded, basically laughed at me and told me to contact the store attorney. I phoned again a little later and spoke to someone who identified himself as Chuck, he after a series of admonishments on how to observe floor and store safety, stated that I had no witnesses and therefore I cannot have any claim, nor will the store acknowledge any incident.

What I do want to reiterate to ALL CONSUMERS is I believe there is an effective policy of all stores to make it very difficult to make a claim of any kind, CONSUME BUT DO NOT COMPLAIN, I would additional advise that if you do go into a store, particularly this SEARS store in Manitowoc, WI , you go in accompanied and not alone. Especially if you are of a different ethnicity.

I would like to see the video surveillance tape of time index 6.45 - 6.55 PM 101806 of the area in question, just to prove my case, which I am sure will quite conveniently disappear. However I did keep a tape recording of

1: Talking to the store clerk and their admitting that an incident occurred.
2. The two responses made by the clerk operating at the stores.

I do enclose a copy of my talking to the store clerks so that other people if this is made publicly available, will see how bad things are for people who genuinely slip and fall.

If there is interest in hearing the humiliating laugh, and the other call to the store you are more than welcome to request it.

Andrew

Fox Lake
WI 53933

On the 18th October 2006 at approximately 6.45pm, at the Sears Store at 700 E MAGNOLIA UNIT 220, MANITOWOC, WI 54220. 920)682-8217

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K
12:00 am

Sears - you call this service?

We bought our Hitachi 50" 50V525 model Tv from sears canada and it was delivered in September 2005. As we were moving into our new home ( not until October 2005) the Tv sat until then.

It worked fine until July2006 when it started to act up. Picture would just go off and screen would turn blue.

We called sears before the year warranty period was up and also purchased at an additional $250.00 an extended warranty.

We have had a sears service man here 3 times to fix the machine but to no avail. Now he says it needs a circuit board and light engine. We have been without the Tv since mid september and sears advised they could not get the part until mid December 2006. Another 2 months waitng.

Hitachi are absolutly useless as they advise they have a "special" arrangement with Sears and I would have to deal with them. part has to come from offshore.sears would not do anything for us either and we just spent over $12,000. on new appliances with them.

You call this service?

Anyone else out there experiencing this kind of treatment?

Oh well what can we expect these days.

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1 comment
C
Nov 18, 2007 11:50 am

Hello,
I don't know if i have the right person,i have been getting the run around.Call this number, we don't look after that..well I have worked for over 12 years now--first the Moncton store staff #2303 then I went to the Saint John store staff # 2613172.I went out on stress leave had all the paper for the doctor that they needed and they told me my job will be there when i come back...I went back and my job was not there I was the lead In ladies wear ..my job was not there..there had been changes in the office the edc.in the office was no more so the took her and gave her my job..them put me in jew. as a spic.and the lead job
was open of cosm..I asked for an interview for that they told me some one all ready had to interviews ..the lady form hips was hired...then one day I went in the Managers office and i told him
i am ready to get my leads job back..well I should never have do that because they tried a lot of things to let me go ...the one day we had a meeting and the manager said that they had written for theses bar and to help yourself..,the nest day it was the day before my holidays and i was going to catch the plane about 3 hours later--I got stoped at the door and they took me to the office in the back...they ask me if I have the bars ..I had taken 3 of them...I said yes..they ask why I was hiding them ..I was hiding them because the lady in my dep. loves cho. and she would ask me to get her some..then they shoowed me a rec. and ask me if I know this person I says know that I know of ..it just and a purchase and an account # on it...then they said you don't know ------ it was a staff that had retired..then i said yes I know her-they told me I gave her 50%off a shirt --it was long sleeve and the short sleeve one was on --i told them that it did not come up so i call and mens wear told me they were on and that they were not coming up--then they said something that shocked be--they said on the tape they a me giving the cleaning lady a ring--I said I did not --and they said I bought some things with my discount and gave they to her ---I said you better look on that tape again because every second week she would have no money for coffee and I would take it out of purse and give her 2.00 and
when she got payed she would give it back to me--and I did my 2 hats sets with my money and gave them to her after her shaft ..i had met her son and he was cute so I thought I would do that...
then the last thing they had on my was the i had given the cleaning lady 1/5 % discount using someone elses # I had to do it all the time in purfume and noone question me--I was let go with
giving me a begining writen up three times --and my reviews were always good be because i told the Manager that I was ready for the Lead job agian --they let me go-- I have been still of stress and I was at that time and when I phone head personal he told me that I told they Manager I was better---well guess what I have been on 13 pill a day as i was all along and can't come off them --they didn't ask me if the Doctor said I was ready --I said I was ready--but now I am on disabilty and come not work the rest of my life --well I did not like the way I was treated and you should see me now I shake all the time ---I have to say it Sears have done this to me ---thank you--I am the oldest of 9 children --now count how many customer you are missing --because I was treated like dirt--and I was in shoke when they told me they were letting me go I did not say a then took the paper and went home --in Toronto were I was I had to call the Office because the store said I don't get my vacation pay --and she looked after it for me and I got it--now how is that--a way to be treated after al thought years...and now I can't work and I am only 51 years old---I get 520.00 to live on a month and my rent is 460.00 that leaves me 60.00 to pay my bills and eat for the month.. well thank you very much if you have read this letter i have short term memery lose so I can"t spell very well forgive that

Thank you for your time

Cathy Vautour

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A
12:00 am

Sears - sylvania tv - vibrating speaker noise from the first day

From Sears in the Glynn Place Mall, or Colonial Mall, as it is now called, in Brunswick, Georgia, The Sylvania television purchased as an early Christmas present for my son had a vibrating speaker-noise from the first day. Every time you raised the sound to the mid-point bar on the indicator, it vibrated and "wowed" as they call that effect, to totally distract from any program. I called a repairman as soon as the holidays were over--or not long thereafter. I'm a forty-years customer of Sears--I would have bet my pay check on a Kenmore's reliability, loved their products for years, rarely had a complaint. Boy, has that changed! A series of tech-visits to my home, months apart, ensued, after the first one, in which we were told that the Sylvania just had a peculiar sound system, and nothing could be done. As I tried repeatedly to make good on my warranty--which had, of course, made the tv cost more than its ticket price, the total purchase over 400.00--all because our Zenith that it replaced-had been " irreparable" by whomever we called in about it, much to our regret. Right now, a Quasar I was advised by another dealer could not be repaired, is working beautifully, thanks to a local shop that repairs, "anything electronic." They say those phone calls in for service and warranty replacement of products are monitored and recorded. I wish I could post, on the blog, how hysterical I got when they stonewalled me for the very last time, after months of delays. Minion after minion in Sears, fearlessly stonewalled me and gave me a run-around from one employee-who-would do nothing, to the next one who claimed they could do nothing. On Labor Day, my first chance to go and shop for the replacement the last tech had said I could get, I had such a run-around, that when she said if I came the next day and got on a three-way conference call with the local repair at Sears and their higher-ups, I might be able to get a replacement. I was too exhausted--literally--that's what they count on--to even attempt to go there the next day. Their delays in acting on a warranty allow them to say your time has run out, and you never get your money's worth. I'm currently shopping for an appliance dealer with well-known good service, and the will to help someone who must replace a purchased item. Why in the world would they give anyone a run-around, as if they were wanting to steal something they had already bought and paid for, and were fraudulently seeking warranty refunds they were not entitled to? Why on earth would anyone spend good time and strength trying to get something that isn't rightfully theirs? And how, if fine-print shenanigans--all nicely printed with hitches, bar your unsuspecting product-value, can you trust your Sears for anything? (30 days for the routine Sears Product Guarantee. That means in one month, a person gets to go to Sears, buy a big ticket item, pay 30 dollars to have it delivered, pay more if it needs any special installation, and then, inside the month, undo all that to claim their replacement--and then go back and choose another item and go through the whole process again. )The person would have to devote a whole month to choosing an appliance at Sears--unless they pay even more to have some kind of extended warranty---then they get to face multiple service tech visits to verify--what? that it is indeed irreparable? That's what I went through, and they still did not replace my television set. I had already tolerated two portable Sears tape /cd players on which--one's Cd player failed, and the other's dubbing tapes made a thumping noise, rendering them useless. That I had just given up on--why replace one defective article with another? But this television had a beautiful picture, was a handsome size and case--why would not they replace it for the malfunctioning sound system? It was a big family disappointment, to say the very least. Everyone knows a good family room television to share is a main item of budget entertainment and very important to a family. To be so mistreated over this one was most distressing to me, the mother-purchaser for our household. Every time you raised the sound to the mid-point bar on the indicator, it vibrated and "wowed" as they call that effect, to totally distract from any program. I repeat that, as you requested a detailed version of the problem. Thanks for listening. Charlotte (do I sign my name in full?)

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I have a Sears Kenmore Elite H3 Washer that has a moldy smell. The rubber gasket smells and I have wiped out mold from underneath the gasket. I have called Sears and Kenmore without any help. Just transferred to many different depts. I have written the Sears Corporation and have not heard back (it's been 3-4 weeks). They want to charge me 65.00 just to have...

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B
12:00 am

Sears - what a dump!

On July 31, 2006, I purchased a washer and dryer at Sears in Fort Collins, Colorado. Part of the purchase included a promotional six-month supply of high efficiency Tide detergent (TIDEHE). I correctly filled out the rebate form, attached a copy of the receipt and mailed everything on August 8, 2006 to the appropriate address according to the instructions.

After waiting six weeks, I received a logically incoherent letter from Sears thanking me for choosing Sears and telling me that the place of purchase wasn’t valid because it wasn’t Sears. The letter informed me that I had to resubmit the paperwork if I still wanted to participate. After calling the assistance number given the letter and waiting 10 minutes for a representative, I was told that the letter I received couldn’t be for the Tide promotion as there was no tracking ID (tracking ID was 681935144 according to the letter) in the computer. The customer representative told me there was nothing she could do and I would have to resubmit. So, I resubmitted the paperwork per the instructions I received in the rejection letter (which they could not possibly have sent me according to the customer representative), including a copy of the rejection letter, a copy of the receipt and a copy of the stub I retained from the rebate form.

After waiting several weeks, I checked their online rebate site (www.sears.com/rebates) to see if the rebate was being processed; it wasn’t. So I once again called customer service and was told that there was no record of my rebate submission and I would have to resubmit. I asked to speak with a supervisor, who asked me for a load of information before telling me that the rejection letter was sent in error. She said she would pass it on and I could expect my rebate in four to six weeks. I had already waited more than eight weeks.

Today, some gal from Sears called me at work and said they needed more information before they could release the detergent coupons. She asked for some codes from the receipt, which I didn’t have with me at work, of course. So tomorrow I will take all of the paperwork I have to work with me and call Sears back and give them information that I have already sent twice by mail.

I cannot even begin to tell you how angry I am at the complete and utter disregard, with which Sears has treated me as a customer in this matter. I don’t know if I will ever see the detergent coupons they owe me, but I will never, ever buy anything at Sears again. What a dump.

Regards,

Bret

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4 comments
R
Aug 20, 2007 10:07 am

I am just now starting a resubmission for a rebate on a new Kenmore dryer. The letter said we were not eligible for a rebate on something that clearly was advertised with a rebate.

Bob.

J
Mar 16, 2007 3:40 pm

You should purchase a bunch of Craftsman Tools from Sears and learn how to fix the appliances yourself so if problems arise you are not wasting the time of Sears overworked Service Dept. The skills you learn can be applied to other mechanical items you purchase and you will be a better person for it. Also you should not be wasting your employers time accepting personal calls at work.

Jan 22, 2007 6:15 am

I purchased a Kenmore washer, dryer, refrigerator, dishwasher, trash compactor, oven, microwave oven, and range top all from Sears in 2004 and 2005 when I bought my 1st new home.

To my surprise and frustration, all of the appliances required service more that 2 times a piece not including the maintenance service I make sure they all get, every 6 to 8 months. The refrigerator, washer & dryer have been the worst (refrigerator 5 times one year either completely broke down or parts have stopped working, and washer & dryer 3-4 times within 12 months). And what has been even more disappointing than the appliances, is the costumer repair people and service. I have had two different costumer service agents forget to input my appointment, entirely or correctly give me the time slot I initially requested, into the computer to later be told “we are sorry”. I have to lose yet another day from work and wait all day for them to come either 5 minutes before our 8-12 or 1-5 appointment. I have even had a repair man call me and say “he can’t come until 7p.m.”, and that I need to call customer service to communicate how that was not an acceptable option for me. Again, yet another opportunity for me to waste another 20 to 30 minutes of my time while I go through the whole process on the phone of name, number, address, etc., to be again told, “we are sorry”. Costumer service complaints via email have all responded with the same company ‘broiler plate’ statement “we are sorry”. Mean while, I am the one who has had to swallow all of their mistakes, little amount of repair people on the field, and crappie appliances. WOW... I don’t even know what to say or do anymore. The TIME, MONEY, and ENERGY I have wasted and invested into Sears has been UNBELIEVABLE UNACCEPTABLE!

Dec 01, 2006 4:51 pm

I am in the middle of a nightmare with Sears. Beware before every purchasing an appliance from them.

In July of 2006 we purchased the top of the line washer and dryer, with the extended warranty pack to the tune of about $3400.00.

Originally, the dryer door kept popping open.

Sears came and fixed it by bending the door frame. Soon after the dryer started making a strange noise. Turned out that it had a faulty igniter which is a FIRE HAZARD! Sears replaced our dryer. Great!

We are now on dryer #2. The control panels have suddenly stopped working. If we push one button, either nothing will happen, or another area will light up.

Sears sent their repair guy out. This is now the 5th visit we have had from Sears since our original purchase. He informed us that it would be a few weeks to get the part in. So we are basically without a dryer.

I have contacted Sears over and over again and I am hitting one door after the next. I am requesting that they return both my washer and dryer and wave the 15% restocking fee. They refuse. The most current offer is to replace the dryer AGAIN. That would make it our 3rd dryer in a 4 month period.

As for the washer, we were told that we were buying the quietest unit. It even has a special quiet pack, we were told. Beware when you go into Sears for a demo. The washer does appear quiet when there is nothing inside of it. When you put a load of laundry in, it sounds like a train is going through your house! Oh, and part of the sales pitch is that 25 towels can fit inside the washer. When I confronted a sales associate about the false advertising of the washer, he informed me that 25 towels could in fact "fit" into the washer. Tricking wording... even though 25 towels may "fit" in the washer, there is no way that 25 towels could be washed at the same time!

Forget trying to deal with One Source, they send you in circles and do nothing to help resolve the problem.

I even spoke with one woman named Glenda who refused to transfer me to her supervisor. She said she was the only person that I could speak with regarding my washer and dryer.

This was a very expensive lesson to learn. But we will never purchase anything from Sears again and will make sure that our story is told to everyone possible.

Do yourself a favor, never shop at Sears!

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12:00 am
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I recently sent this complaint to Sears. Dear Sears Representative, 10/18/2006 I would like to express my deep dissatisfaction with your company. I purchased a Kenmore Dryer from you and it has a defective part. After speaking with 10 different people and getting the run-a-round all morning, I?ve decided to just fix the problem myself. I want you to be...

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R
12:00 am

Sears - never worked properly

Received a new lawnmower from Sears - Edmonton as a gift - never worked properly - went to take it for repairs - oops Sears could not find it even though it was charged to the account - bill was shown - after a month of complaining - oops Sears made a human error - they apparently are humans - so off they took it - oh yeah I got no tag. So I get a call to pick it up and pay $42.00 yep its still under warranty but carbs were dirty - yeah right - brand new lawn mower - new geri can - must be me - the small piece of lawn we have takes 10 minutes to cut. Yep take to the nasty people at sears head office - they make your blood boil more. She informs me that if the same problem persists I will not get my $42.00 back. Yep and I have 30 or 60 (I'm not sure which one) days warranty on that work - oh great I have snow on my lawn so I guess I have to try and snow blow/cut it for that warranty - but they really don't care. Sears are great when you are buying and do not own up to their warranty. If the repairs would have cost $300.00 I would have had to pay it.

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1 comment
I
Apr 27, 2009 5:43 pm

We had our tractor around 2 years when we started having problems with smoking. We were changing the filter all the time still didn't make any difference. Well after 4 years the engine has to be replaced, no one ever told us about the construction of the engine and the filter that sucks in dirt.

We know Sears doesn't stand by it (not the same Sears of my childhood) as they have had trouble with this for years and that comes from a lawn mower maintenance company. It would take 1300.00 to buy a new engine.

By the time I'm done everyone will know about Sears and the riding lawn mowers. I think there should be a class action lawsuit, not to make any money but to get this fix or stopping sears from selling anymore defective products.

My days with Sears are coming to an end.

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S
12:00 am

Sears - delivery truck hit my car and did not tell me

I purchased a 32" TV from Sears and it required home delivery. When the item was delivered the delivery truck hit my car and did not tell me. This accident was witnessed by 2 of my neighbors. I called Sears to complain and was treated with total disrespect. Since Sears subcontracts the delivery to New England Retail Express, Sears says this matter does not concern them. I tried to deal with New England Retail Express and was totally abused. Most of the time they did not even return my calls. When the denied my claim they did so via email - how classless! They would not even allow me to compare my car to their delivery vehicle and determine the facts of the incident. So not I have a new TV but a dented car! After a lifelong relationship with Sears this incident has left me so upset that I will NEVER deal with Sears again. As for New England Retail Express - they also own Dial-a-Mattress. I would totally scrutinize any delivery they make to your home.

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B
12:00 am

Sears - sears technitian proke my water softner!

On Friday, August 4, 2006, I had a scheduled appointment with Sears for service to my water softner. The water softner was bought from Sears, installed by Sears and has been serviced by Sears since I bought it. On the fourth of August a service technician came to my home to service the softner but instead broke it. He did not tell me the home owner instead as he was driving out of my driveway he told my son that we would not have water fpor 24 hours. I literally ran up the driveway after him and told him this was not acceptable because I have a medically handicapped husband who could die without sterile conditions and water. He replied there was nothing he could do call Sears.

My husband is a C-4 quadripeligic, who is on a bowel program, a bladder program and also has autonomic dysreflexia. All medical conditions are very grave and people who work with him need to be very clean and their hands must also be washed before touching him. He also needs a lot of water to drink so that he doeas not become dehydrated, which is common with quadripelgics. My husband's medical condition is documented and I can provide records from his many different doctors. Aside from this family tragedy, you can imagine how much stress I am under dealing with this relatively new injury and being his main caretaker.

I called Sears and begged for help. I pleaded and explained the medical urgency and necessity that we have running water in my home. I also explained their techniciamn broke the softner. After an hour on the phone and several disconnectsI became hysterical, cerying, screaming and begging for help. They continued to ell me that was to bad and I could not have service for twenty-four hours. I then called Sears Customer Service. I spoke to very nice gentleman who told me he would have to get his manger. He said he understood my frustration and would try to provide me with some help. The woman who took the call gave me the same answer as everyone else. When I asked if she understood the graveness of the situation and the medical jeapordy they were putting my husband in, she became huffy. She told the young man to hanfg up on me and the call was over. She said, "Ma'am if you have a problem call 911."

I was on the phone with Sears for 2 1/2 hours. I can not believe how insensitive they were to our situation. Mostly, I can not believe how rude and unprofessional they were. I would like to know how they would handle the situation if it were their loved one? No one was concerned about the medical condition of my husband or the stress they were causing our family.

Meantime, I heard from Sears again on August 7, 2006 when a part was delivered. Then I heard fro them again on August 9 when another part was delivered.

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1 comment

You can spell quadripeligic but you can't spell softener?

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K
12:00 am

Sears - faulty products

I purchased a refrigerator fro sears 3 years ago. Had 9 servcie calls to fix a faulty ice maker with the incompitance of the sercvice dept. I still have this problem, which started 3 months after the purchase of this product..to date. It still isn't repaired and now that the warantee is over... I have to live with this problem... I think the service department does not have qualified techs and I think that this will become the downfall of Sears... I personally will never purchase another product from Sears again...

Thank you

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1 comment

Good, no one wants your money anyway.

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V
12:00 am
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Sears - it sucks!

I purchased a high end lawnmower at sears and the sales person (some 19 year old kid) had good knowledge of the product and sold me on the mower. I asked him about returning it if I don’t like it, he said no problem you have 30 days just keep your recite and keep the mower in good condition nothing about a restocking fee of $54.00 nor does it say anywhere in the store about a restocking fee. Well I didn't like how the power drive worked so 10 days later I returned it. Then I was made aware of the restocking fee, made a stink and they got the dept manager over to talk to me. He says our restocking policy is printed on your recite so I looked and it was. That’s a great idea sears I have to purchase it first to read the return policy, something is wrong with this picture so I call the store manger and he was busy at the time and would return my call ASAP it's been 2 months and no returned call yet. I understand why the policy is in place BUT TELL THE CUSTOMERS BEFOR THEY BUY IT, NOT AFTER!

Needless to say I disputed it on a sears card and they found That nothing was wrong so the bill for $54.00 still is not paid and never will be or maybe at .50 a month. It's not the money it's the principle of it all. (IT SUCKS AND so does SEARS) sorry you lost a loyal customer that has been with you for 25 years...

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8 comments
S
Jan 26, 2010 12:16 pm

sears is pulling the same bull here in Canada A young university student I know got screwed out of $100 on a deal like this when she returned an air conditioner .Seems that since sales are down they have decided to rip off the fools that still buy there
I will never again set foot in a sears store or even have a catalogue in the house from them .And people complain about the Nigerian Scammers . Well I would rather deal with them at least they admit they are thieves...

K
Feb 13, 2009 7:48 pm

Sears years ago, were much better in my opinion. It seems like all companies these days, these are not as good as they used to be. I think such stores are finding it harder in the marketplace to compete with other retailers. I find sears overpriced usually, even when things are on sale they aren't as good as other places selling the same product. I notice the customer service slipping but I think it's just that they are finding it more difficult to survive in retail today...times change...if something is defective, I don't think the customer should have to pay anything out of their pocket. If they sell a product 15 percent less and someone pays a restocking fee for 15 percent, tSears is not out anything. As for salvage issues, they don't pay to the wholesaler the price the customer pays so...i don't know how much they lose overall. I just think 30 years ago, 'we' the consumer had it better than we do today. Remember the saying 'the customer is always right I think the customer tries to scam the retailers and unfortunately we all pay eventually. As for going to another store and returning it as defective, totally agree with that, especially when it's the truth.

M
Jan 31, 2009 11:43 pm

I bought cycle fitness and it broke only 3 months later.
you guys are lucky to pay the restocking fee, i do not even have the choice.!

anyway, let us move to Walmart, there is no ridiculous policy there.
I am sorry that i yelled to the store managers as they represent Sears.

C
Dec 19, 2008 12:56 am

Although I am not an advocate of the restocking fee I will present it from the retailers point of view. As for sears policy, technically if it was returned and was defective and you did not purchanse another product they could still find a way to charge you the restocking fee although they almost never will. This is not just something at Sears though, almost all retailers have the options to do such a thing and other companies such as Best Buy are even more strict on this policy. Sears is in no way making any extra money off of you though when you get charged with a 15% restocking fee. When a large product is returned at sears one of two things happens to the product. 1. The item is sold as a 'closeout' open box item and is sold for a priced reduced 15% from the original price. 2. It is sent back to the manufacturer for a reduced salvage value off of the original cost. The loss is evident in both cases if you return the item and do not purchase anything else. In the first incident they simply lose resale value and in the second case they are faced with not only a highly reduced salvage value but costs related in shipping this item back. The reason for this restocking fee is it prevents people from abusing return policies, such as 'renters' who buy an item for a one time use then return it, and it also reduces loss in returns. From a customer service standpoint, though I think it needs to be more flexible.

C
Aug 08, 2008 11:11 pm

Seems like the kid didn't know much. But here's the thing - after finding out about the restocking fee, why didn't you just return it to another store and say it was defective? Do they try the mower in front of you at the cash desk? NO. Everyone complains about the "Sears system", yet they never understand how to find themselves around the rules.

N
Nov 23, 2007 3:40 pm

you people MUST be ###s i mean seriously ! buy something use it and then expect a full refund? HAHAHAHAAH what in gods green earth do you think? you can not do that anywhere... not walmart not kohls not target not home depot not best buy NO WHERE PERIOD ! every store has a restocking FEE u idiots ! buyer beware! when purchasing a large expensive item look at the refund policy! DUH every store i have ever walked into has a hudge poster at there customer service desk with full DETAILS ! AND IS REQUIRED BY LAW read it FOR CRYING OUT LOAD hahahaahahaha duh!

D
Dec 22, 2006 4:46 am

Well, I bought a lawnmower from them and it was defective from poor design. It did not have proper air flow to keep the engine cool. After several attempts to get them to fix it and me calling Kohler a few times, I was finally told the mower was "not designed to be run during the middle of the day" by the Sears assist, manager. Something Kohler disputed big time. They said they have engines just like that one running in the middle of the desert and they do fine.

Sears never did repair or replace the mower. I fixed it myself though and then sent their card back to them with a nice balance, a little under what was paid for the mower. I don't shop at Sears anymore. In case you are wondering, I am disabled and they can't touch my check. I did tell them though that I would love them to take me to court though. I never got another collection letter or phone call again about the card either.

This is nothing new. My brothers have ran into the same thing. One of them was over 30 years ago. This is just how they do things and I don't see them changing anytime soon.

Dale

S
Nov 30, 2006 10:38 pm

Sears restocking fee, is absurd.

I have been buying from Sears for years but with their new restocking fee, I won't be buying anything from them again.

Restocking fees are a joke, it is not about losing money, it is about making more money.

That I disagree with.

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M
12:00 am

Sears - nine service calls for the same problem!

Baton rouge, la - purchased a carrier central heating and a / c system from sears in august 2004. In the past three months i have had nine service calls for the same problem which is the system is pouring water from the system which is housed in a storage closet in the hall of my home. Because of the constant water, the drywall in the closet is ruined, the carpet outside the closet is stained, the carpet in an adjoining bedroom closet had to be torn out because of standing water which ruined shoes, purses, etc. To date we have no resolution. Sears continues to send repairman after repairman for the same problem (Nine times in 3 months) with no result. Then they claim they are not responsible for any damages incurred. I am a 75 year old woman and they told me i would have to hire a private contractor to estimate the damages and maybe they would cover replacing the carpet outside the closet, nothing more. What on earth do i have to do to get this unit fixed or replaced? It is under warranty for 13 more years, i make my payments monthly to sears for the system, i just need some help!

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C
Sep 19, 2014 12:21 am
Verified customer This comment was posted by a verified customer. Learn more

New Kenmore refrigerator has bad smell coming from the back on the bottom like something dead.

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S
12:00 am

Sears - they really don't like to give the 2 years equal payments with no interest

Sears Canada. Wanted to purchase a top of the line carrier gas furnace and air conditioner and finance it with 2 years no interest. Needed 10,000 limit, sears gave me 3,000.

I was told the reason I was not approved for the full amount was because my credit cards had high balances. I immediately paid off all my credit cards to zero.

They still refused to increase my Sears card from 3000. They told me they couldn’t tell me why, only that it’s something on my bureau. My bureau could not have changed since their first inquiry. I am not a credit seeker.

I was told by Stephanie who answered my call (after she spoke to her boss) that it didn’t matter what I did, they would never ever increase my limit to more than 3000. That was the wrong thing to say.

I said thank you, please close the account.

I hate wasting my time after following their instructions. I know the credit bureau would not see the cards paid until they have a new report, I brought this up at the beginning and was assured that as long as the cards were paid off (I did pay them off,) there would be nooo problem approving me for the full amount. Now I have lost money in another investment to pay off my balances, and had a useless credit check against my bureau for absolutely no reason. Sears has already arranged with the gas company already to bring in a line to my house (I’m on oil right now,) I will have to make arrangements with them to cancel the arrangement.

I have told my salesperson at Sears to cancel my order with them. I should have gone to home depot.

Thanks for listening, I hope someone reads this and learns something from it. On a sad note, the salesperson was actually very professional. He was nice and understanding. I’m sorry he won’t get the sale. In the future I hope Sears provides more information to their salesreps about qualifying a customer for financing before wasting the customer’s time.

The unusual thing is, my credit is not bad, I can afford the product, I have a great repayment history. I will probably get the money from the bank and go elsewhere or put it on one of my now empty credit cards. I guess they really don’t like to give the 2 years equal payments with no interest.

Still living with my crappy heat and a/c,

Scott

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J
Feb 24, 2007 3:43 am

CitiBank bought Sears credit years ago. Your issue is with them.

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Sears - have not received my tv, repaired or not

I carried my tv (sylvania, model 6720FDF-A) to the Sears store #3216, where I purchased it for repair. I was told that the tv would be repaired and returned to me by the 15th of September, today is October 6, I have yet to receive my tv, repaired or not. I always thought that Sears backed the products they sold, but I have found out that they do not back anything, my opinion, that they sell. If anyone wants my opinion of Sears, I am afraid they would not get recommended at all. I would suggest they go else where to buy anything. I would not trust Sears to stand behind anything they sell.

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2 comments
G
Jan 25, 2014 3:15 am

First of all sears doesnt repair they contract that work out and it could be the repairman is having problems with getting parts..if u had purchased the Ppa plan it covers trading in the broke tv for a new one.

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The only Gold from this piece if crap is the gold that Sears got when it was purchased. I bought a used car with a then 5-month old Die Hard Gold battery and after cleaning the battery terminal 3 times in as many months, I found a crack in the case emanating from the battery post. I called Sears Automotive and was told to bring the car in so the battery...

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M
12:00 am

Sears - service center is a joke!

Upon returning from a week long vacation we discovered our new 6 month old Sears Trio refrigerator stopped working. The freezer section was fine. Everything in the refrigerator section had to be discarded. We called Sears, 1-800-469-4663 (July 15, 2006) for service as the product was under warranty. We were told they could have someone there on Tuesday - July 18th, 4 DAYS LATER! This infuriated me, it's the middle of summer, and we have no refrigerator for 4 days. The service technician arrives 4 days after our initial call only to tell us we need a new motor, which he doesn't have and he'd have to place an order for the part. I asked him if he has dealt with this problem before and he tells me yes, it is common with this particular model refrigerator and Sears has since replaced the newer models with the motor he has to order. (MY BLOOD PRESSURE IS RISING!) I email my complaint to Sears that night (7/18/2006) via their web site. "If a consumer has to wait 4 days to have service on a refrigerator and Sears is aware of the service problem, why wouldn't they send a service technician with all the possible parts that could repair the consumer’s problem? Especially a problem that Sears knows is common with that particular model refrigerator” I requested a phone call response to my email. Instead Sears sends me an email response the following day, thanking me for my suggestion. I phoned the customer service department to complain again on Wednesday 7/19/2006. Response: “We understand your frustration and our records indicate the part required to repair your refrigerator is being shipped today (Wednesday). When you receive the part call the service hotline to schedule a repair.” (BLOOD PRESSURE RISING HIGHER) The next day the part arrives and I call to schedule a repair. They will be able to send someone on Saturday - 7/22/2006, between 8 am and 12 PM. (We have been without a refrigerator for 1 week now). Saturday morning I get a call saying the service technician had an emergency and they need to reschedule service on our refrigerator. The first available date they can come out is Wednesday, July 26th! I lost it and said a few nasty words to the phone representative, which I regretted at the time. I asked her to connect me to her supervisor and she responded “I don’t have a supervisor.” I asked whom she got her orders from and she responds “from the computer.” Again she says "our first available date for service would be Wednesday, July 26th, is that good for you?”. My response: “NO I demand service today and explain that we've been without a refrigerator for a week.” Again I ask to speak to her supervisor and again her response was: “I don’t have a supervisor”. Then I ask to speak to the person who told her to call me. Response: “I get that information from the computer”. Okay then I say, let me speak to the person who gives you your paycheck, or do you get that from a computer to?” Her response: “As a matter of fact I do get my paycheck from the computer. Would you like me to schedule you for a repair on Wednesday, July 26th? I respond: “NO” and slam the phone down. (I don’t regret the expletives I said to her initially) I immediately call Sears home repair 800 #, and ask the representative to connect me to her supervisor because I know she won't be able to help me. She responds that “supervisors are hard to find on weekends” but she'll connect me to that department. After a few attempts she connects us to another department. We waited for one whole hour for someone to answer our call, listening to a recorded message saying "thank you for your patience; someone will be with you shortly". After one hour of listening to this recorded message we were disconnected. We never spoke to anyone. We then decided to call the Sears store where we purchased the refrigerator. The salesperson listened to our complaint and assured us he would have a customer service representative contact us immediately. Someone returned our call within approximately 10 minutes and said they would change the service date to Monday, July 24th! It is the best they could do. I'm so frustrated at this moment I feel I have the strength to haul this refrigerator on my back and carry it back to the Sears store. Instead I came to my senses and found this site to vent. We could have called a local appliance repair person a week ago and had the refrigerator serviced and running but why should we pay someone else? You can bet we won't be purchasing an extended warranty contract from Sears once the warranty runs out. In fact I will never purchase another product from Sears every again! Thanks for allowing me to lower my blood pressure by posting my complaint. MG.

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J
Sep 23, 2009 4:44 pm

On Saturday, September 12, 2009 my side by side refrigerator stopped functioning. I called Sears to set up an appointment for service. ( I have a "Master Protection Agreement" which began in 1983 when we purchased our home and bought ALL Sears appliances for our home.) The service rep set me up with an appointment the following week Monday, September, 21st, which was more than a week after my call. I begged for an early appointment since it was my refrigerator/ freezer. Food was being stored in neighbors' refrigerator and I had to throw out some frozen items. I have never had to wait so long for service from Sears She said that September 21st was the only available time.

The technician came out this Monday, September 21st. He said that the appliance needed two parts, one was on his truck and one would be sent as an "emergency" repair item. He told me to call immediately after the part came in and that they were not busy and someone could probably come out that day. Meanwhile, he made an appointment for this Thursday, believing that the part should definitely be in my home by then. The part arrived on Tuesday. I called immediately and the technician did come out that afternoon. He asked for the parts (note plural). I told him that he said to me on Monday that one of the parts was in the truck and I was to get the other one in the mail. He got indignant with me and said "I never said that." I said "why would I have you come out if I knew that two parts needed to be here?" He walked out in a huff. I called Sears Home Service yesterday to make sure that my appointment for Thursday was still on. The prerecorded message confirmed my appointment. Meanwhile the second part arrived today.

I called Sears Service this afternoon to confirm my appointment for tomorrow. This time received a prerecorded message stated that the appointment is for next Tuesday, September 29th. I immediately connected with a customer representative who said that the appointment is for next week. I explained to her that the technician made it for Thursday and that it had been confirmed over the phone. I got nowhere. I spoke to a supervisor and got nowhere. I called our local Sears store and asked to speak with the store manager. The operator said that the store manager was out. I asked to speak with the assistant manager. I was put on hold for several minutes. The operator came back on and said that he did not answer the page. I gave her my name and phone number to give to him. He never called me back.

I am so frustrated because I will be without a refrigerator for over two weeks. Someone changed my appointment for tomorrow without my knowledge or consent. Service is unwilling to help me with this problem. I don't know what to do. I have been a good customer for over 26 years. I have never been treated so poorly. Where do I take this problem? Is it in the contract that service will be rendered in an appropriate amount of time? Any advice? So much for Sears Service.

G
Nov 04, 2009 12:23 pm

Bought a three season cabin in Northern Wisconsin. The fridge was old so we bought a new one from a local Sears store. Had the best price. The purchase and delivery went very well . Since I am a few hours away, I have my daughter keep an eye on the cabin. Last time there she noticed the items in the freezer portion were not frozen. Fridge part was working.
Interstingly, the people in the cabin next door also bought a fridge from Sears a couple weeks after me. After a couple weeks they had the same problem, freezer stopped working. Ended up getting a new fridge from Sears.
I am now working on getting them out there to check mine out. Did not buy the extended warranty but am within the one year standard so hopefully OK.
What is the problem with their refrigerators that they can't correct this?

M
Jul 26, 2007 1:17 am

I purchased a fridge last year the 10 day of July and the fridge upper area dose not cool any more and because the warranty is over the one year by two weeks I have to pay for repair, meantime all the food goes bad. I have dealt with Sears for at least 40 years and if they cant at least be good enough to back date the warranty I will be cutting up my card and not shopping there any more and I think their appliances are made to break down within a certain time. I am toughly disgusted with Sears.

C
Apr 05, 2007 11:10 am

I totally agree with everything you said. I just went through the same thing myself. Sears, their policies and their consumer relations division just suck! I will never shop there again.

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Sears company---hard to find which corporate headquarters is relevant and their phone number In June/July 2005 I purchased 4 sears appliances (built a new home). I have had several problems. I will list them below, in the order they occurred. 1. From a Sears retail store in Oneonta, NY I purchased a ceramic glass topped range, a side/side refrigerator and...

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12:00 am
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In April, a charge was put on my credit card that was not mine I was told to "remove it" and pay only the balance since it would be "put in dispute" and removed before my next billing. I have received finance charges ever since I did the above, and was told (6) different reasons by (6) different people, including supervisors... each telling my the one...

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12:00 am

Sears - seriously affecting credit

I am an attorney who represents a Maria Sealy who has for several months tried to clear up an Sears Home Improvement debt charge off that is apparently now carried by Citicards, in Kansas City. Despite repeated phone calls and letters both from her and from me we have gotten no response.

How can we get a HUMAN BEING to respond to clear this matter up. It is SERIOUSLY affecting her credit.

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2 comments
C
Mar 17, 2007 12:19 am

I can empathize, as I am having a window problem with Sears too. Poor customer service, not delivering on promises, lies and pushy practices from the salesman, unreturned calls, missed appointments. Yeah, I'm right there with you and still not resolved either.

C
Oct 16, 2006 4:56 pm

I have an addition built onto the back of my home which I purchased two years ago. There were two support beams that were rotted and in need of replacing prior to installing the new windows. The salesman that came out told me that the repairs would need to have been done prior to measuring the opening for the windows. This process drug out for at least two months because the “job” wasn’t big enough for someone to bother with. Once I finally got a contractor out to look at the repair work the damage was more extensive then expected – carpenter ants were discovered. The entire back/first floor of my home had to be ripped out and repaired. My home has been open and exposed to the elements since last summer.

I explained this to the salesman and told him once I got the repair work done I would be contacting him to come out to take the final measurements. Every time I called the salesman he never answered his phone nor did I receive a return call. Due to an illness with the contractor and a death in my family this process took some time to complete. Once they were done with everything they could do, work came to a standstill. They couldn’t proceed until the windows were installed. I called the salesman to have someone come out to measure the new opening. This person never came. I called to inquire as to what happened and they had no record of my appointment. Another appointment was made and I was told the individual would be at my home within a certain time frame. This didn’t happen and I had to get back to work. I called the installation once I got to work and they said they were planning on coming after the originally discussed time. But, they never bothered to call to tell me of their new plans. So, we arranged for them to come back out the following day. I left work again to meet them at my home and they had already come and gone by the time I arrived. Again not bothering to call me. REMEMBER ---I’m taking off work for this each time! WHY?

Several weeks went by and I finally called to inquire as to where the windows were. The same gentleman Larry who came out to make the measurements told me that they would be arriving within days and they would call me to set up a time to come in and install. More time passed and I called back – I kept asking to speak to someone other than Larry because he was difficult to deal with and clearly not trustworthy. The gatekeepers at various numbers I tried kept giving me to him. I was told by Larry that they were on “the truck” ready to be unloaded in the warehouse and again they would call me when they were ready to be delivered. I called back days later and THANK GOD this Larry character was on vacation and his boss spoke with me – after leaving me on hold for a considerable amount of time, he came back telling me he couldn’t find any evidence of my order. HUM! The windows were not on any truck and as far as he could tell they had never been ordered. I proceeded to tell this man that “Larry” needed to be fired! He blatantly lied to me about everything. What did he expect to gain? Did he think I was going to disappear and never call back?

Moving right along – the windows came in and were installed. I had to let my original contractors go due to the time it took to get the windows delivered and installed. They had nothing to do and went on to other jobs. Once I got two quotes from building contractors to have the repair work completed and the windows enclosed I was told that the frame that was installed by Sears which would be the knee wall was too wide for the windows. I didn’t even want a knee wall. I wanted floor the ceiling windows. I also asked to see what the windows would look like before they were installed. By the time they came I didn’t care. I just wanted the room enclosed due to safety and energy efficiency reasons. The wood frames were wider than the windows and they didn’t have a lip at the bottom of the frame to catch water fall off. I needed windows for vinyl siding not insert windows. The way the windows and siding are installed there isn’t any place for the water to run off except for inside my home behind the siding. This obviously isn’t acceptable. I was told that they could caulk the windows and this also isn’t acceptable – caulk doesn't last and I’d be dealing with rotted wood and insect infestation once again.

I called the customer service center on February 27th, and a very rude Indian woman said that I signed for the windows so there wasn’t anything they could do. Yes, I did sign for these windows, but I am not a contractor or a builder. I hired a ‘so called’ expert in the industry to make the right decisions for me. A window is a window to me…. I was told that someone would call me back within three business days. I am most confident given my past experience with the local store that this matter will never get resolved much less me receiving a phone call from them. I am sending a copy of this letter and any other documentation I have to the Kentucky Attorney General’s office and I am prepared to get the local media and or an attorney involved if necessary. These windows aren’t cheap! ...Still not resolved.

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