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Sears complaints 2942

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5:28 am EDT

Sears worst customer service and card payments

This site is the absolute worst. I got this credit card because I needed to get some stuff on my car fixed and it seemed like a nice deal. Wrong! I usually pay my bills online and they want all your bank information... What company does that? What happened to a simple credit card payment? So I called customer service and every representative I have spoken to are rude. If you wish to pay with a credit card they charge you $14 just to use your card. I hate this card and if sears wants to keep their business they better straighten theirs!

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9:31 am EDT

Sears appliance defects

Sears Holdings Corporation August 12, 2008
William C. Crowley, Executive Vice President
3333 Beverly Road
Hoffman Estates, IL 60179

Dear Mr. Crowley:

I am writing this letter to express my dissatisfaction with Sears customer service. Being a loyal customer for over 35 years, I would like to relate the following experience.

After our less than three year old Model 110.[protected] washing machine malfunctioned, I ordered the replacement water pump from the actual part number and parts list diagram, paying expedited freight charges. When the pump arrived, the unit was entirely different from the original unit and contained the entire motor assembly with stern warnings about returning if installed. I called your parts dept. and was told I had the wrong part for my machine and they would send the right replacement part. The next day, a duplicate part arrived and I called the parts dept and spoke to a supervisor (Dave) whose response was he would submit a request to Whirlpool Inc. and that it would take 5- 7 working days. He said that he had other customers who were more urgent. I contacted customer service and spoke to (Mary) who said she would try to expedite this request. I finally contacted Whirlpool directly and was told that this was to be a superseded replacement part.

After installing the new unit, I found the troubleshooting guide immersed in water and taped to the inner-panel of the machine. I then followed the guide and also replaced the machine motor that I purchased directly from Whirlpool and to no avail, as the machine still does not function properly.

I then called the local Hunt Valley store where I purchased the unit. The appliance salesman told me that I was out of luck as they had not sold the over $1000 machine in over two years due to the class action lawsuit and associated problems with the machine. Next, I attempted to contact the store manager and the phone would ring continuously with no answer. The switch board operator transferred my call to the jewelry dept saying, “the manager frequently hangs out there.”

I have invested over three hundred dollars in parts and Sears has yet to send a pick up tag to return the original part or credit me as originally promised. After reviewing the web site posting, most people have invested over $700.00 on repair visits for this washing machine

I have spent thousands of dollars at Sears buying everything from major appliances to lawn equipment to shop tools and machines for home and business. It has become clear that your employees care nothing about customer service. I do not intend to purchase any future items ever again from Sears due to the outrageously rude and unacceptable service that I have received.

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8:24 am EDT
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Sears customer service department

August 28, 2008

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate
Complaint Department RE: Customer Service

To Whom It May Concern:

During these hard economic times, I found it necessary to purchase a new Dishwasher and Refrigerator. The appliances I had were over 20 years old and were not energy efficient items.

As I have done in the past, I researched the products and looked for discounts. I have owned Kenmore appliances in the past, and found the items that I wanted to purchase were top rated products recommended by www.consumerreport.com.

After my research, I decided to purchase appliances at Sears. On August 13, 2008, I purchased two items totaling $2, 439.57. Quite a substantial amount.

The Salesman, Eddie Barajas, did a wonderful job, as I had to call him a few times with measurement questions, and he was extremely helpful. After I purchased the items, I left the store feeling that I would definitely purchase other items from him in the future.

After discussion of delivery, I was told that I would be contacted within 72 hours with the date and times for delivery. I was concerned about having the deliveries too close, as I have a small kitchen, and did not want to have many delivery people in my home at once. Also, I have a large dog, and during hot weather, do not want him outside too long. I asked for delivery on a Wednesday or Thursday. My salesman told me that I could discuss this with the delivery department and would not have any problems, as the items were available at the local warehouse.

-2-

Within the 72 hour period, I was contacted by a company named Service Bench, to schedule the dishwasher installation, which was agreed upon. I was not contacted for the refrigerator delivery during that 72 hour period.

On Monday, August 18, I called Sears delivery at [protected], and I was told that the “Freezer” that I purchased was delivered on August 15, 2008. I told the person that I had purchased a Dishwasher and Refrigerator, not a Freezer and she advised me that the purchase was not in the computer. That evening I arrived home to have two messages from Sears delivery. One message scheduled the Refrigerator delivery for August 20, 2008, between 2 P. M. and 4 P. M. , the Dishwasher was scheduled for August 20, 2008, between 3 P. M. and 5 P. M. I immediately called the automated system to verify, then talked to a person, and was advised to call after 6 P. M. for times.

I was a concerned that the deliveries would overlap and called the 1-800 number after 6 P. M. , only to reach a recording. Finally, I reached a person who said to call after 9 P. M. and scheduling would be modified. Again, after 9 P. M. , I called repeatedly, only to reach a recorded message. By this time I stopped calling. I only hoped that the day of delivery I would have adequate time to prepare for the two deliveries.

On Wednesday, August 20, 2008, around 11:30 A. M. , I was contacted by the delivery men, asking permission to delivery the refrigerator early, as they were in the area. I was doing a project and told him that I needed time to empty out the old refrigerator, freezer, and clean the floor, cabinets and walls. I scrambled to get the items out of the freezer, when I discovered they were at my door. I had to get my dog out into the back yard and get two coolers from my garage for food storage.

The men seemed to be in a hurry, since they were ahead of schedule, and had the new refrigerator at my front door before I was ready for them. I was trying to work as fast as I could to empty and clean, and unfortunately left some items on one of the doors of the old refrigerator.

-3-

I pulled out the old refrigerator to clean, and they were standing there watching, not even an offer to help. I vacuumed and barely had time to mop the floor, while they were ushering me out of the way to move away the old appliance. I told them to be careful of the slate floor, as it will scratch. They were tilting it and I said “watch out”, then I knew the slate was scratched.

Meanwhile, I was unaware that I had left items in the refrigerator, and the men did not check or ask me to double check. I feel as though I was so rushed, I did not have the appropriate time to prepare. This was my main concern at the time of purchase, and it was happening.

As the Sears truck was leaving, another truck was backing up into my driveway, with the dishwasher. The time was approximately 1:30 P. M.

ANOTHER EARLY DELIVERY!

As the new dishwasher was being brought into my home, the old dishwasher was being disconnected and a tool chest was placed in the kitchen, therefore, I had no place to stand and put items in the refrigerator. I told the man that I wanted to clean under the area, and he said that would be no problem. He picked up some glass, screws and larger items himself, and then I was able to vacuum the dirt and cobwebs.

While I was in the kitchen, putting food items into the freezer before they melted, I realized some items were missing. I went through my coolers and could not find my RX and other items. I immediately called Sears delivery department and was told that the delivery truck was still out, and that I would receive a call from them within the hour. By this time, it was around 2:30 P. M. , as the dishwasher people were still here.

During the call, I told Sears that I had neglected to get two prescriptions that needed refrigerated, and I needed the Pharmacy name and RX numbers so I could replace them, as they were expensive.

-4-

By 6 P. M. , I had still not received a call, again calling customer service, only to listen to a recording. By now I had discovered just how many items were still on the door of the old refrigerator.

The following morning, August 21, 2008, I started calling customer service at around 10 A. M. , and by 3:30 P. M. , I had talked to 13 people! Two out of the 13 that I talked to offered me a $50.00 gift card and I was told to call the Sears Corporate Advocate and Customer Complaint Department at [protected] for food compensation. I then decided to wait until my next day off, as this was beginning to frustrate me.

Thursday morning, August 27, 2008, I had the unfortunate opportunity to talk to a woman who said her name was Tina, #563536. She is supposed to be the Advocate for the Complaint department. She was rude, unprofessional, continued to interrupt me as I spoke and down right awful and unhelpful!

I explained to her the situation, as it happened, about the prescriptions and food items; and that someone, during all the conversations with Customer Service, had told me that I would be reimbursed for the food items. She consistently badgered me about who, and how and did I get the misinformation about reimbursement for food items, as this is not policy, and what telephone numbers I had called.

I tried to tell her the names and ID numbers of the people I had talked to and she continued to tell me that she was going to hang up on me. Then I tried to describe the food items to her and she, again, stated that she was going to hang up on me.

I have been in Customer Service for over 35 years, and in all these years, I have learned how to listen and make sure the customer is finished venting before speaking. Had I been that rude, I would surely be out of a job!

-5-

The people I talked to from Sears on August 21, 2008, were:

Jack #24201 Unit Supervisor
Randy, Amanda, Clarisa #24201, Lei, John, Jack
Tenesya ##82013, Yuvan #1047
John #1112, Donnecia #79803 (very helpful)
Tina #563536 was the person I talked to on August 27, 2008.
Unfortunately, for me, I did not get every ID number.

Last Thursday, August 21, 2008 I called home delivery, at [protected], and was told that the old appliances were at a warehouse and was given [protected] to check if the appliances were still there. By now, frantic about the RX, I knew they had begun to spoil and I needed the information.

The girl I talked to informed me that the refrigerator was at Jaco
[protected]. Again, I was informed that the GE refrigerator was not there or may have already been shipped.

Now, I feel as though I am entitled to some sort of financial reimbursement. As for all the items that were left to spoil, for the prescriptions that I tried and tried and failed to acquire and mostly for all the unnecessary stress. My husband has been out of work most of the past two years, due to surgeries, and I do not have the $100.00 or more to replace the following food items:

Ketchup, Mustard, Mayonnaise, Chinese Mustard, Pine nuts, Two prescriptions @ $25.00 each, 5 bottles of Salad Dressing, Soy Sauce, Artichoke Cream Cheese Dip, 1 Box of Arm and Hammer Kitchen Baking Soda, Lemon Juice, One bottle of Marinara Sauce, Clam Juice, Clamato Juice, Coffee, Olives, Sweet & Sour Marinade, Vermouth, Teriyaki Sauce, and Two bottles of Salad Spritzers. Many of these items are not used on a daily basis, therefore it will be quite expensive to replace them.

-6-

I do not believe that I am being unreasonable in asking for compensation or a gift card to Vons, Albertsons, Smiths, all Nevada grocery stores, as I did what was required, in writing, by me for this delivery. I did not read anywhere that It was all my responsibility to have everything out of my refrigerator, although, had I had the appropriate amount of time or consideration I would not be writing this letter of complaint. I did everything in my power to talk to the various representatives from Sears for a solution, only to be passed on to another and another and another and another, finally to Tina to be told, basically, that I “was getting nothing!”

I am not asking for compensation for the scratches on the slate floor, as I know I can buff them out. I am asking for monetary help.

Unfortunately, you have lost a loyal Sears Customer of over 35 years, and I will notify all family members and friends of this unfortunate Customer Service Nightmare.

Respectfully,

Margaret Stayen
3608 Broxburn Street
Las Vegas, NV 89108

Cc: Illinois Attorney General, Lisa Madigan
Nevada Attorney General
Clark County Better Business Bureau
Clark County Consumer Affairs
www.consumeraffairs,.com www.complaintsboardcom

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Laughin atyou
, US
Aug 25, 2019 1:18 pm EDT

I purchased a pressure washer from Sears.com. It is defective. I immediately asked for a return. I filled out their online forms and send it in. I then chatted with the customer service center. they promise they would send a return label in 24 to 72 hours. I thought great all is good. No I was wrong. I contacted them again after 72 hours. They again promised a return label this time in 24 hours. I thought great all is good. No I was wrong. I contacted them again after 24 hours. They again promised a return label this time in 24 hours. They asked for another 72 hours. I thought great all is good. No I was wrong. I contacted them again after 72 hours. They again promised a return label this time in 24 hours. I thought great all is good. No I was wrong. I contacted them again after 24 hours. They again promised a return label this time in 24 hours. After several rounds of this stalling I asked if they were just stalling. No no no we are working on it. After the 30 days was up they said no return.

So that is Sears customer service. I guess I learned why sears is going broke. Each customer will have this experience and learn you don't shop at sears.

It was a simple return of a simple pressure washer. It should have been no big deal. Sears turned it into a nightmare. Now I have a junk pressure washer to throw away and I still need to go buy a pressure washer somewhere other then Sears. Sears Guarantee means nothing.

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Marty Wehner
, US
Aug 10, 2019 8:13 am EDT

I bought a Kenmore Elite refrigerator in July, 2016 (Model 795.74023.411). In December, 2018 the refrigerator stopped cooling. We called Sears and had an appointment scheduled for January XX. The technician that came out told us that our Kenmore refrigerator was made by LG and the model was a lemon. I was charged a $79 diagnostic fee and told we needed a new compressor. While the compressor was covered by the warranty, there would be a $402.30 labor fee to install it.

We agreed to have the work done, and on January 15, 2019 (Service Order [protected]) we paid the $402.30 to replace the compressor that was less than three years old.

Within a month, the refrigerator stopped cooling again. Another technician came out on February 16 (Service Order [protected]) and said the previous repair had not been correctly. There was a refrigerant leak which he repaired an added more refrigerant to fix the problem.

Shortly after that technician left, there was a loud rattle coming from the refrigerator. On February 22 another technician came out (Service Order [protected]) and said the previous technician had left off a clamp. This technician put the clamp back in and the rattling stopped.

To summarize, at this point my wife or I had to stay home four times to meet Sears technicians, we paid a total of $481.30, and twice had to throw out spoiled food because of problems with a refrigerator that was less than three years old. All of that was very frustrating, but then it went from frustrating to infuriating…

In June of 2019 the refrigerator was still less than three years old, and less than four months since the last service call, and the refrigerator stopped cooling again. A technician came out again on June 24, 2019 (Service Order [protected]) and charged us an $89 diagnostic fee (a 13% increase since the last time) and told us our refrigerator was a lemon and the compressor that was installed in five months earlier needed to be replaced again. Furthermore, since the repair was more than 90 days past due, we would have to pay another labor fee to have the compressor installed.

When we called to have the work done again, we were told the ticket had been deleted, and another technician would need to come out again and diagnose the problem again. As hard as that was for me to understand had a copy of the report in my hand, I could not make any headway with Sears so another technician was scheduled to come out again on June 26 (Service Order [protected]). In spite of getting a text to confirm the night before, THIS TECHICIAN NEVER SHOWED UP! When we called to find out why, we were told Sears was having systems problems and no one could help us.

The system problem continued for several days, we eventually got another appointment scheduled for July 8 (Service Order [protected]). This appointment was scheduled between 1:00 and 5:00 PM. At 2:00 I was called and told the technician was sick that day so the appointment was being cancelled. Furthermore, the next available appointment was not until July 16. I was given a dispute resolution phone number to call, but twice when I tried calling the number I was put on hold for over half an hour without ever being able to talk to a live person.

On July 16 another technician finally came and diagnosed the exact same problem as the technician did on June 24. Parts were orders (Sears service estimate [protected]), but no technician could come out again until July 31 (Service Order [protected].) This technician installed the parts, charged us $438.09 and left. The billing was incorrect, but at this point I expected nothing less from Sears.

On August 8, 2019, eight days after the technician repaired it, the refrigerator has stopped working again. Sears customer service cannot get another technician to our house until August 16.

To summarize:

The refrigerator has stopped working four times in the last eight months, meaning four batches of spoiled food.
I have had seven technicians out to the house, meaning my wife or I have had to stay home seven times to meet technicians in that eight month period.
I have had two technicians not show up at all in that period.
I have paid for three diagnostic visits and the labor to replace the compressor twice during this period.
My refrigerator still is not working and no one from Sears can come out for another week.

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Jennie Anderson-Swartz
, US
Jan 23, 2019 5:13 pm EST

I bought a piece of exercise equipment and paid for it to be delivered and set up. The two "experts" showed up and looked like they had not been to bed. I asked if they were versed in setting this elliptical up and they said "we try not to do these". Great... Half way thru they called my husband down to help them because they could not figure out how to set it up. He helped them for about 30 minutes then returned up stairs only to hear a a loud pounding noise and quickly realized they were trying to hammer in a piece to the metal frame. Great...After about 3 hours they announced they were done. Of course the frame was scratched and the fan didn't work and I was told they had done what they could and I had to call Customer Service. I thought these two characters were bad...then I called the International Call Center for Sears in the Philippines. Dear Lord - Trying to keep this short I made 10 calls in 5 days - spoke to 30 different people yes - 30 different people in up to 6 different departments (I have their names) - scheduled 5 appointments for them to come back and fix the issue and they never showed for any of them. I emailed the corporate office - no response - I called the store Manager - no response. It is no surprise to me that Sears is closing stores. Shame on you Sears - this is why I will never buy from a big store again - I am going back to the mom and pop stores even if I pay more.

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Denise Burns
, US
Dec 13, 2018 8:22 am EST

Hello.
Please care enough to read all of this email. This email is quite long. I realize the email is quite long due to the 8 or 9 bad situations that I have had with Sears in the last 6 months. I really hope that you can help. I lived on a small disability check monthly and cannot afford all of these problems. I am contacting you again. I had a situation months ago that was finally resolved recently. You would not believe what I went through with this situation. Most people would have quit shopping with your store because of the situation. Since I like your store I decided to continue shopping with your store. One of the first situations is concerning an order I had placed a few months ago. I had ordered a Gibson silverware set. I waited at least 6 weeks and was told by the clerk on the phone that the item was lost in transit. At this point I told the lady on the phone that I would like to re-order the item. I was told that the item was sold out but my monies would be returned and shown on my debit card. I never saw the returned monies on my card. I don’t know if I was ever credited.

Than I placed an order on November 18th for a purse and men’s slippers. I did receive the men’s slippers but again it showed that part of my order was cancelled which was the purse.

I placed a layaway order that had a special on layaway. The deal was that if you placed a layaway order that you would receive half the money back in cash back points. I placed this order on November 18th. On this layaway contract 9000761 and order number [protected]. There were 6 items originally placed but two of the items were listed separately with only 4 items instead of 6. The 4 items listed are 2 David Taylor(20.99 each)shirts and 2 pairs of Lee jeans($24.99). The rug that was suppose to be shown on the layaway order is shown now as number [protected], was also ordered on November 18th and shows the rug was delivered. The cost of the rug is $25.67. I never received the rug and was told that it was shipped to a different address. The bracelet was also on the layaway but shows the order number as [protected]. The bracelet is $19.25. I received a text from Sears stating that my bracelet was ready to pick up at store. So I went to Sears to pick up my bracelet. It occurred to me that I could avoid another trip to the store if I paid off my layaway. I needed to return to the 2 shirts. The clerk told me that I had to purchase the entire order and then return the shirts. So I paid off the layaway. I waited for the longest time and the stock clerk returned. He explained to me that he was sorry that it took so long but he could not find the shirts. At this point I return to the original clerk. I was told that I could only get a store credit. I have just paid off my order 30 minutes earlier on my credit card. I refused to except the store credit. The clerk wrote down on a piece of paper that I was not given any cash, store credit or a refund on my credit card. He also included his Id number. I have this paper if needed. The order shows that the cashback in points are pending.

Also on november 18th I ordered a mop and an Lol toy. This order number is [protected]. I did receive the mop but not the Lol toy. It also shows that this order is duplicated. I only ordered one mop and one toy. The mop charge is $21.98. The lol toy is $5.96 for a total of $27.94. It is listed twice.

On November 8th I never received the timer for $5.28. This was order [protected]. I received 3 of the 4 items.

Reluctantly, I ordered a tv for almost $300. You were offering a deal that if you purchased an item that you would get the entire money back in cashback points. I paid with my debit card up front. The monies would be divided in ten weeks. You needed to make sure that you used your weekly cashback points within a week. A delivery date was given of November 29th. The tv never came. I called a week later and was told that it was in transit. Finally with the time getting closer to Christmas I needed some answers about where my tv is. The clerk on the phone told me that it was in transit and I told her that I heard that last week. So she looked up and she could not find out either. She told me that she was going to check into it. I believe the date was December 7th that I received it but I haven’t seen the monies for cashback points on this order either. I did receive an email stating that I had $29 and some change.

I had some cashback points that needed to be used by December 9th. I ordered the perfume(order number [protected])for $16.96 minus $1.70 discount and $10.93 in cash back. That left me with a remainder of $4.63 which was charged to my debit card. The second order This was order number [protected]. I purchased the Gibson silverware again. The order showed that it was in stock. The amount of the silverware was $11.57. It also showed I ordered a bath brush for the same amount of $11.57. I never ordered the bath brush. The total break down $11.57 for the brush and $11.57 for the silverware for a total of $29.53. Deducted was $3.59 discount and $14.37 cashback points for a total of $11.57 which was also put on my debit card. Than I received an email stating that one of the items have been canceled from Sears. Then a few days later I received another email that both my items were ready to be picked up. So at this point I don’t even know if I am getting the canceled item or not. I did notice that they took away the credit for cash back for the canceled item and returned the few extra dollars that I still needed to complete the sale of the canceled item. Now I don’t even know if I am getting one item or two.

The total I figured up is $236.97. I can show you every total of every order. I didn’t include if the refund was given for the first order of the silverware or not. Needless to say I am extremely upset about all these different situations. I had 3 visits to the Sears stores which cost me time and gas. Eight phone calls at least. Not to mention 15 hours of my time to figure this mess out. I do like your store but I am not sure after all of this time and trouble if it be worth it to me to continue shopping with you. This is not just a few bad instances in a couple of years. I am talking about 8 or 9 bad incidents in a matter of 6 months. It will take quite alot of persuasion.
What would you do if this was you? If you check you will see that I order from Sears quite often. Stores are always asking consumers to do a survey for them. I don’t want to that. The only other alternative is to notify my debit card company and try to get my monies returned. I am hoping that you can solve this matter so that I do not have to notify my credit card company. Thanks in advance.

Denise Burns
1860 fishtorn drive
Schererville, IN. 46375
[protected] home phone
[protected] cell phone
[protected] cell phone

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bj Hobbs
, US
Sep 05, 2018 4:17 pm EDT

On May 11, 2018 I purchased a stove and refrigerator from Sears, as both my older appliances were over 18 years old. These items were over $2000.00.
After thinking the appliances were manufactured with all the correct parts coming from Sears; I find that was not the case- instead all the shelves inside and on the door have the wrong shelves installed. My food inside, falls out on the floor when the door is opened and the shelves inside cannot hold more than 10 items without falling down.
When informing Sears that I wanted to return the refrigerator, they would not take it back- instead they wanted to schedule a 4-hour window; which would not be at my convenience, as I work everyday 8 hours; to come out to fix the shelves, instead they shipped out shelves that do not belong with this model appliance.
Sears is having problems keeping their stores viable... maybe it's do to their products and sad customer service. I would like a resolution for this issue. One complaint to Sears from a customer should be taken seriously. If Sears is receiving complaints on a regular basis there is a major issue!

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dirkmtn
, US
Aug 03, 2018 10:02 am EDT

3 August 2018

SEARS HOLDING CORPORATION
3333 BEVERLY ROAD
HOFFMAN ESTATES, IL 60179

Re: Sears Home Service – CASE #5795249

I live off I70 in the Colorado Rocky Mountains, and Sears Home Service apparently only provides service to my area on Thursdays. After waiting 4-weeks for the appointment I set in May, Sam (ID #513275) a Sears technician from Denver, called me at 12:01pm on June 14, 2018 - the window for his arrival was 8am-12pm - to let me know that he would not make it to the appointment [11 minutes after I got a Sears automated call telling me he was on his way]. He said he was over booked for the day, and the drive to my house was too far. His records show the next available appointment for my area is July 12th (another 4-weeks). When I asked him if he had other appointments that afternoon, he replied "yes". I suggested he cancel those, and come to my house for the repair since I had been waiting for 4-weeks already. He told me, "someone’s got to get the short-end of the stick today, and it's you"...and he hung up on me. HE HUNG UP ON ME! Luckily, I got his name and employee ID; does Sears want to have this person as a representative? It turns out your customer service agents are no better.

I called Sears Home Service and got Katina (ID #2509) on the phone. I told her my issue and asked to speak with a supervisor. She refused to transfer me to a supervisor after I had requested a transfer at least (8) times. We reviewed my history of appointments; going back to my initial request in October 2017, a cancelled appointment in October 2017, another cancelled appointment in November 2017, we finally got a live repairman visit in December 2017. After having waited several hours on each day in October and November, only to get a call from Sears that the appointments were cancelled, Katina tells me the Sears' notation system shows that I was not at the home for the appointments, hence I "cancelled" the appointment. Blatant lies! It wouldn’t surprise me if I was told my appointment on June 14, 2018 (with Sam) was cancelled because no one was at the house! I asked Katina if she could email me the history of my appointments going back to 2017; she informed me it was a different department that would handle that, and I was transferred to Tom (ID #75365). Tom was a challenging person to understand due to a language barrier, and after 10-minutes on the phone with him, I finally realized he didn’t have access to my history of appointments either. He told me to call back. I filed an official complaint against Sam and Katina, and was provided with Case #5795249.

I again called Sears Home Service, and reached Bo (ID #1021934). We had an obvious language barrier, but I soon learned it was the Offline Team that should fulfill my request for my history of appointments. She told me it would take 24-48 hours before I would be contacted by the Team. As of today (1, 200-hours since talking with Bo) I have not heard from the Offline Team.

In the meantime, my hardwood floors are damaged from the faulty refrigerator that may never actually get fixed. I have an active Property Damage Claim #L1805155112-0001 with Sedgwick Claims Management Services. My product is Samsung, so my problem is with their terrible design. But my extended warranty is with Sears, and I've never dealt with such blatant, horrible customer service. I can't file a lemon case against the unit, because I need to have four repair visits within 12-months in order to be considered for a replacement. This is unlikely to happen, since Sears Home Service is unable to provide reliable repair services. I have zero confidence in Sears Home Services. My attorney will take the next steps to remedy this issue.

[EDIT] I had another appointment scheduled for August 7, 2018 to replace the icemaker. I was contacted by Sears Home Service that they could send a technician earlier on August 2, 2018. I accepted. Yesterday was the rescheduled appointment, and the same Sam (ID #513275) called to tell me he couldn’t make it to the appointment…SHOCKER! I have my attorney working on this…

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Mike Buehrer
, US
Jul 06, 2018 3:32 pm EDT

I purchased a Kenmore Air Conditioner from Sears that was installed in June 2010. Never had problems with it other than normal maintenance being done to it (by Sears). In late April, i had a problem in which the AC would kick on but not cool. I scheduled an appointment a week in advance (9am-5pm block window), the technician did not show up until 6:30pm. The technician began to troubleshoot the issue, while troubleshooting the issue, the technician discovered that the installation was done incorrectly and that they "hard-wired" so that when you pull the trip fuse, it wouldnt shut off. The technician informed me that he was required to fix this otherwise he could not do the repairs to get my AC working properly. The technician also stated he would have to charge me for the parts and labor to correct that issue. So not only did I pay for Sears to install my AC incorrectly but I had to pay for Sears to correct what they installed incorrectly. I called customer support in regards to this the next day (May 11, 2018), they informed me that they were going to perform a credit of $299.00 for the service (they were just going to charge me for parts and the service call). I received an email from Sears Customer Solutions on May 16th, 2018 from Victor asking me to call customer care to process the refund and via (credit card credit or issue a check payable to me). I called that afternoon to have my credit card credited the $299.00 and they said it would take a few days to show on credit card. Fast forward to end of June beginning of July, i still have not received the credit. After calling and being passed around to different departments (of which no one can help me), i received on Wednesday(july 4th) an email from Sears Customer Solutions (Oscar K)to contact them to process a refund. I am now sitting on Friday and no one can give me an answer other than they are now declining to process a refund. I am beyond incensed about paying to fix work that was not done correct the first time and that no one can seem to get me to the right department, let alone get the credit for work that was done incorrectly to begin with.

Mike Buehrer

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Janie
, US
Jun 18, 2018 5:40 pm EDT

Sears will not replace my Kenmore Power Miser 12 Model 153.321840 Serial# F07A085896 Purchased 04/10/2007. I have provided Sear Warranty Replacement Team with several documents to prove my husband and I purchased this home in 1994 from the County Property Records. A copy of front & back pages of my owner's manual. My water heater is in it's 11th year of a 12 year warranty. Kenmore Customer Care has confirmed the manufacturers warranty is valid and provided this information to Sears. Pictures of the actual water heater tags have all been sent to Sears Warranty Replacement Team. The acceptance inspection tag by the City of Glendale dated 08/30/2007 also provided. Also a copy of the service call for $89 on 06/06/2018 for Sears tech to say Water Heater is Leaking Refer to Sears for replacement. All because I cannot locate my sales receipt and if the unit was purchased on my husband's Sears card they cannot retrieve any information because my husband passed away and I closed his account. Sears will not accept all of the other evidence I have provided them and insist I must have the original sales receipt. I will never purchase anything from Sears again. Thank you JanieA Glendale, AZ

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Aleesak
, US
Jun 15, 2018 8:14 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I had bought a refrigerator from sears online. placed the order on may 28th and ended up cancelling it on may 29th because ours was broke and we needed on right away it showed not being here until june 21st. So cancelled it may 29th (less then 24hrs) Here it is June 15th and still have yet to receive my refund of $800.00 no one can tell me anything when I call only that I'll get a email saying what's going on eve though I told them I wasn't getting any emails they were sending not even for my cancelation. Was told I would get a call back at least 4 times never got a call back never got a answer never got anything. I'm still waiting on my money and all 14 people I've spoke to have been no help haven't gone out of they're way to try and help. It's been a joke dealing with them. Never once been able to talk to a manager or anyone. I will never get anything from sears at all and will be sure to pass along the message to my family and friends.

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Papaw51
, US
Jun 07, 2018 10:31 pm EDT

Nice to here your going down the tube. I have a hot water heater that the polit lite has gone out 3 times they say it's the filter but I have cleaned it offen. But now to the bottom line out again call for service told it would be 9 days till someone could come out sorry but I believe this to be a emergency repair, know baths, know dish washer, know washing of cloths. Why did I pay for a extended warranty,   happy you will soon close all you stores, even though I have bought from sears for years, I will be telling everyone that will listen about how you treat customers.

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11:44 am EDT

Sears fraud and scam

Bought a Sears Kenmore Fridge back in November of 2006. Stopped working at x-mas, yes, a month after the one-year warranty. (By the way, since when did we start assuming appliances such as a Refrigerator were only good for a year?). So, I figured I was screwed and chocked it up to bad luck on my part, and went and bought another, this time with my partner buying the service warranty. OK, so I thought it was just back luck, and gave em the benefit of the doubt.

Well, I thought I might try to have it fixed on my own dime. So, last week I had the local technician (RECOMMENDED BY THE LOCAL SEARS, MIND YOU) come and give me an assessment for cost of fixing it. I have kept it stored under cover on the back porch for a few months now.

He took one look, and asked when I had had it repaired. Never, of course, for I hadn't. In one year? "Well, look here--that is a repair." And sure as $^% in the back of this still clean, brand spanking new clean fridge was the very obvious evidence of a poor attempt at repairing the dryer part of the cooling system. Keep in mend these copper pipes are small and take lots less heat to solder and fix, and the quarters are/can be tight back under there...

Not only was the tube coming from the dryer damaged, but wires behind it were burnt bare from the torch that was used. I have done enough plumbing in my life to see and agree with him that someone botched the job, AND did not notify me that it was a REPAIRED APPLIANCE that they were selling me.

That is fraud, people. Fraud. Turns out that he would bet his entire 20-something career that SEARS fixed it and then sold it to me. This is a Sears recommended repairman, did I already mention that? Called Sears--they gave me the BS runaround and ultimately told me I was out of luck because they weren't called within the warranty period to fix it.

Hmmm... and I was going to give them the benefit of the doubt. Not now. Not after what I have found out about this appliance. I will be notifying BBB, and others. Meantime, I am telling everyone, and spreading the news of their corruption and HORRIFIC service.

And I am canceling my card, of course.

Boris McGiver,
August 31, West Fulton, NY, 12194

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Johnyu3
Chandler, US
Mar 27, 2009 11:49 am EDT

Good for you. ### Sears. never again. I usually try to avoid them but this one was not my idea. My refrigerator is down for the 3rd time in one year and they won't replace it.

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4:52 am EDT
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Sears tv repair

When called Sears at [protected] for an appointment, I was told the technician will tell you how much it cost me to fix my TV in terms of labor and parts after diagnosis. I was also told I have a chance to decide to whether let him fix the TV to pay the cost of labor and parts, or let him leave just to pay the diagnosis fee, which was $105.

Yesterday, a technician with name tag as "Carlo"(Technician ID 0007268) came. He never told how much his estimated cost would be as I was told previously. After 15-minute work, however, he told me I owe him ~$200, with $105.00 as diagnosis fee, ~$90 as labor fee, and $2.91 for AC fuse. I was shocked.

I do not want to fight a man in my house, so that I paid.

Called Sears right after the man left my house. However, I was told that I was unlucky, but the charges will stand.

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8:14 pm EDT

Sears worst service in my life

October 2007 I used my Sears card at Sears Optical to purchase a pair of glasses on a really good sale. I was reminded repeatedly how much I was saving. Ok, great. Now it's almost September 2008 and I still don't have what I asked for almost a year ago. I hope no one has ever gone through this kind of ordeal, because it is ridiculous.

I did get my glasses after about a month, only to find that they didn't contain the transition I asked for. I came back and new lenses were ordered. I was having major surgery in December so I didn't bother to call to ask about them until late January when I had recovered (I had jaw surgery and could not speak well). I have taken countless trips to the store to inquire about my lenses. They have now, after all this time, been ordered about 7 times and each time they come back identical to the previous incorrect pair.

That's not even the bad part. The part that is most frustrating is that the person who works at the store, who I was told works there because she "thinks outside of the box" (OH PUHLEEZE), refuses to acknowledge how much ### this is for me. Instead she tries to get me to feel sorry for HER since she can't seem to get my order right. Instead, all I got over and over again was a barrage of excuses. The delivery person stole thousands of dollars of goods and is being incarcerated, the system is down, the system is new, the system is broken, it's a mess back here, I don't know where the other person puts things, the people at the lab messed up again. Then I got guilt trips, such as "I take this to bed with me, " "This whole ordeal keeps me up at night, " etc. I was also told the numerous times that clear lenses came in that each pair cost their business $400 a set. I'll be sure and send an apology for their trouble ;-). However, I was comped a pair of sunglasses (which I don't wear because they aren't prescription). Additionally, I was given a free set of clear lenses (which are of no use to me at all). The lady claimed to have filed a complaint with the CEO of the company because the lab was apparently at fault each time.

Three or four times ago that I went to check, I went with my mom because were having lunch together. It has become a running joke (which is not really that funny) that every time I go there or call I will never get what I want. So once again when the lenses weren't in, or suddenly disappeared from the system (the orders), or were just shipped, or were on their way, or were lost somewhere, I forget, it's all a blur now, the lady there says "wow you've been so patient, " and I said "Yeah, to your face." And my mom told me later that the woman said to another person nearby that that was not very nice of me to say that. OH, SORRY FOR NOT BEING NICE. I think upset sort of comes with the territory. I've spent more money in gas to pick up my non-existent lenses in the last year than I had on the glasses themselves. So much for a flipping sale.

Oh I also much mention that the last time I went in, the lady who works there lost her husband a few weeks ago. So when I went to ask for my glasses she said she had been out for weeks because her husband died and she hasn't had time to look for them. I'm not saying that's a lie... what I am saying is that isn't my problem nor is any of the other reasons why I haven't received what I ordered. I asked for a full refund at one point and she said ok hand over the glasses, and I said why you're just going to throw them away, and they said well you can't have the glasses and the refund. If it were me working there, I'd give the customer whatever they reasonably asked for to save them from losing more business down the road.

I have told everyone I know not to go there, and made sure to make a stink when I do go so the people in the store might be warned about the ### they may possibly end up enduring like I did. I filed a complaint with the better business bureau (which I had never done before, in case you think I'm an avid whiner). Sears never responded so my complaint file was closed, and I received a notice that consumers would be advised to be cautious with them in their dealings. Hopefully someone benefits from this mess. I sure haven't.

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4:11 pm EDT

Sears run around from sears

On
Jan 02 2007, I purchased a sears kenmore oasis washer model #
110. [protected] ser # ct 4971637. About two months ago, I started
Experiencing problems with my washer. Within seconds of starting the
Washer, it stopped and code "f1" flashed on the screen. Since then,
Every time I start the washer, it stops and I get f1 code. It takes
Anywhere from 3 - 15 times to get it started... By stopping and starting
Repeatedly. Additionally, it frequently stops again at the rinse cycle
And I have to go thru the same process to get it going again. It is
Time consuming and frustrating. Shortly after this occurred, about 6
Weeks ago I contacted the rework line and was told by the customer
Service that this problem was noted and that there was going to be
"recall" or flash. She was very nice and advised me that in 2 - 3 weeks
I would be receiving a notification card in the mail regarding the
Problem an dat that time I could call the service number for free
Repair. Well, it has now been 6 weeks and I still have not received the
Card. So today I called the rework number and this time was told it was
Not under recall or flash repair! And it was never going to be. I was
Told that the information I had previously received was false and that
My only option was to schedule and pay for repair. Based on similar
Complaints I noted on line, this repair can cost up to $500. 00 and it
Still may reoccur! This is unsatisfactory. I paid over $1000. 00 for
His applinace less than 2 years ago. To be told I will have to pay
$500. 00 for repair is maddening. I have been a long time customer of
Sears and I am not happy with the service I am receiving on this issue.
The problem with the machine is not related to any type of abuse or
Misuse. Based on all the complaints I have seen on the internet, this
Is clearly a manufacture or design problem that sears should acknowledge
And fix.

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consumer2
Mogadore, US
Jul 04, 2009 9:01 am EDT

Mpabro - you must work for Sears. Sounds like they've brainwashed you well. You should not have to buy a warranty for a major design issue which this is. This should be a recall from Sears, or if they won't address their problem, a class action lawsuit hopefully will be forthcoming.

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user
, CA
Feb 11, 2009 9:53 pm EST

I think the "repair protection" is a big rip off! Protection from what? A lemon? This sort of thing happens all the time and the responce of "you should have purchased an extended warranty" is total BS.
Should your washer/dryer not be guaranteed for longer then 1 year?
And isn't the manufacturer SEARS?

Most QUALITY units nowadays have a minimum 5 year warranty. A 1 year warranty for ANY appliance is a BAD sign of sub-quality product.

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mpabro
, US
Jan 30, 2009 7:27 pm EST

Gail,

this problem is not up to sears to resolve. The manufacturer gives you a 1 yr parts/labor warranty and it is your responsibility to take care of it after that. You did have an option to buy a protection agreement from sears or through another provider once the manufacturers warranty expired. You chose not too. Your fault, don't blame others for your mistakes.

Just because you paid a great deal of money for a product, doesn't mean it will last indefinitely. Higher priced products simply follow supply and demand. They're produced in smaller quantities so they're more valuable as a result of that. :-D

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11:00 am EDT

Sears window installation

Listen to my words...Don't buy windows from Sears. The windows themselves, Simonton, are a great product. The installation/final product of the craftsmanship that I expierenced was poor. The guys that did the work seemed nice, but they are under pressure to install and get out. In my case they drove from Sacramento area at 2:00 a.m. arrived in Eureka, at 8:00 a.m and 'installed' 12 windows by 4:00 p.m...Four of the windows were done well, the others were done poorly, each window installation progressively worse as the day went on. Specifically, there was splintered wood and crow-bar marks left on the inside casings of 5 of the windows. I had to get supplementary help to finish the job. Sent pictures to the Project Coordinator...you know what, they don't really care, and once you complain at all, forget getting in contact again. The Project Coordinator did say he would send someone back in a week, but the point is, you have to feel kind of ripped off and even emabarrased that you got taken for the, "a job you will be proud to show off" lure they present.
Oh yea...the famous Warranty dosen't cover labor...ask the sales pimp about that if you are dumb enough to call them.
I'm not trying to get anything more out of Sears, I'm a teacher, and have nothing at all to do with any window company. Sears is easy, but some foot work and research will save you considerable money and embarrasment, and I have the pictures to prove it.

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9:48 am EDT

Sears faulty product and poor service

We Bought a Kenmore Ellite refrigerator and freezer. These are two separate units one whole refrigerator, and one whole freezer in January also bought the 5 year warranty. The refrigerator started leaking. After several attempts to repair, they have decided to replace the refrigerator (That was over 3 weeks ago and I still have not heard from them) so I continue to wipe the floor from the leaky refrigerator and I am really worried that this is going to damage my floor, (I wonder if Sears is interested in replacing my floor). The freezer is also having problems with icing on the door, so they scheduled an appointment and had some parts shipped to the house, the repair man comes last week and says they are doing a different repair attempt and ordered more parts and left, so the parts came and the repair man came today and tried to fix it, now the freezer is not freezing anymore, in fact it is starting to sweat, my items are starting to thaw out and the $250.00 food loss coverage they offer wouldn't even began to cover my items in my freezer. I called the repair department to try and set up service they said well the earliest is tomorrow between 8-5. They did not care that this is an emergency, they will not do anything to help. I bought their warranty on good faith and paid for it up front and they have the nerve to tell me the only thing they have to do is to schedule an appointment. I am very disappointed in Sears and their service.
The stress of this situation has been very difficult on my self and my family. By the way they have known about the problem with the freezers for over a year.

I would like for them to replace my refrigerator and freezer with the Kenmore Pro, and I think they need to do it with a huge discount. (Kenmore Ellite is made by Frigidair and Kenmore Pro is made by Whirlpool). I have suffered a lot of loss, not only with items that I have lost due to faulty product also the time I have spent many hours waiting for their service.

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david
Naples, US
Feb 01, 2009 10:16 am EST

i know this was posted awhile ago but i have a comment to make, i work at sears and you are stupid for thinking that kenmore elite is made by frigidaire and pro is made by whirlpool when in fact pro is made by frigidaire and some of the elite products are made by whirlpool. plus i am surprised you are having such trouble with the service. you guys all expect instant gratification well it just cant happen because times are tough and there arent enough technicians to go to everyone's house on the same day and exactly when you want them to. in the store i work in we only have one technician for the whole electronics department. so be patient your product will be fixed and as for you dont take the piece of junk kenmore pro which is made by frigidaire and stick with the kenmore elite or go to jenn air or something else but not pro.

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8:49 am EDT
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Sears no refund

I placed an online order for a TV on July 7th. The receipt indicated that the TV would be available for pick up in approximately 11 days. My credit card was charged immediately.

The item was delayed twice. On July 29th, I attempted to cancel the order. Eventually I called the White Marsh store. I was given a cancelation number and told that I would see a credit reflected on my account in 24-48 hours.

The following day I recieved an email that the item was being delayed again. So I forwarded that email to the order area along with this note:

"After several unsuccessful attempts to reach someone, I finally spoke with a representative at the WHITE MARSH location regarding my order. Order # XXXXX Due to the delay in the availability of this product, and the fact that my card has been charged a month prior to the item being made available, I had asked for the order to be canceled. I was assured that the order would be canceled and given a confirmation # of XXXXXX. I was told that I'd receive an email notice verifying this and that my the amount would be credited to my card within 24-48 hours. I have no email verification and would like to make sure that the amount will be credited to my card. The 8.9% finance charge would be nice as well, but I suppose that's a pipe dream. Thank you for allowing me to take my business elsewhere. Everything was handled promptly and efficiently by one of your competitors. Please insure that the credit for the cancelation of order # XXXXX is applied tomorrow. Once again, the confirmation number provided by the representative in the WHITE MARSH office for cancelation is XXXXXX. "

I recieved the following reply on July 31.

"Dear Ms. XXXX,

Thank you for contacting sears.com. I apologize for any inconvenience

you may have experienced with your order. I have researched your

cancellation request and have forwarded your request to the proper

department. Please allow an additional 24-48 hours to receive

confirmation of the cancellation. If you have any further questions or

concerns, please feel free to contact us at the number listed below.

Sears Customer Care

webcenter AT customerservice.sears.com

[protected]"

On August 5th, I recieved another automated notice that my item had been delayed. This percipitated several more calls and another email.

On August 6th, I recieved the following reply:

"Dear Ms. XXXXX,

Thank you for contacting sears.com.>

We are sorry to hear that you wish to cancel your store pick-up order. We have forwarded another cancellation request to the store for processing. Once processed, your credit will be issued to the credit card used during the initial transaction. You will receive your credit within 7-10 business days, along with an e-mail notifying you of the cancellation and credit to your account. Depending on your credit card billing date, the credit will appear on one of your next two billing statements. We apologize for any inconvenience this may cause.

We hope you will return to sears.com for your online shopping needs. If you have any comments or questions please contact us at [protected]. Thank you for your business.

Rod N.

> Sears Customer Care

webcenter AT customerservice.sears.com

[protected]> "

On August 13th, still not having resolution (7-10 business days is unacceptable when it takes 2 minutes to swipe a credit card) I attempted to contact the White Marsh office to verify. I guess you have to talk with Teresa, Jamie (the rudest rep I've EVER spoken with), Katrina, Rita, Jennifer, etc.

Today (August 13) is the first day I've had an email confirmation of cancelation. Hopefully my refund is applied soon.

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12:34 pm EDT

Sears kenmore elite trio

Kenmore elite trio 795.7756, 57
Us
The kenmore elite trio refrigerator is a terrible product! I have had mine 1 year and 3 months and it has been nothing but trouble. I had either 4 or 5 service calls in the first year. The most serious ones involved the icemaker fan. A service call means getting off of work and being by the telephone from 8 am to 5 pm waiting for a call from the service person. So that was 4 or 5 days off work. Having this refrigerator is like having a sick child. You will miss a lot of work. If you make the mistake of buying one, don't tell your employer! The service call that was the most irritating was the first time the icemaker fan went out. I waited without ice and water for 6 or 7 days for the service man to show up. He showed up and did not have the part to repair the refrigerator. That meant I had to wait another week or two to get the part. It was mailed to me then I had to take another day off of work and sit around waiting for the repair man to come put it on. It was such a mess, I had to totally defrost and restock the freezer. My new wood floors were also getting damaged by the constant water leakage. I should mention that I told the service department prior to the first visit that the error message said the icemaker fan was the problem. Why did that not alert the service person to put an icemaker fan on his service truck? I think we had to do without ice and water for over 3 weeks, it may have been closer to 4. This refrigerator is a top of the line model that was very costly ($2308.91). I have always heard that you get what you pay for which is totally erroneous in this case. That was the first repair of the icemaker fan, the next time it went out the service man was savvy enough to bring a replacement part with him. He fixed that a little over a month ago. I bought a service contract ($159.00) because the first year track record of this appliance was so bad. I never buy those things but felt that I had better protect myself with this lemon. It was a good move because I am now on icemaker fan number 3. I called last saturday for service but they cannot come until the 21st.in the meantime, the temperature is 70 degrees inside my refrigerator (Wonder how my food will fare in there for almost week? Of course there is no ice and no water and water is again leaking all over my new wood floor and a piece of it is buckling up. I have had it with sears and will no longer buy as much as a sock in their store. Beware of kenmore products!
Update: the saga continues,
August 25, 2008 the repairman came last thursday (August 21st). I had to be here from 8 am to 5 pm and he came around 3:00, another day away from the job. He could not fix anything because he did not have any parts. He ordered the parts which came on friday. He cannot come back to install them until september 4th. I will have to stay out of work again and wait from 8 until 5 and see what happens.in the mean time my freezer is defrosting and soon all my frozen food will be history. If the repairman fixes the refrigerator on september 4th, I will be without a refrigerator for 2 weeks and 4 days. I hate sears and their lousy service.

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Laura L Reynolds
,
Sep 24, 2007 12:00 am EDT

I have had a refrigerator for a little over 1 year. We heard humming and the freezer froze along the wall of it. We saw there was a recall for the same problem but they wont fix ours as it isn't the same number. HuMM same problem, n service! We were told that others have called with the problem. Codes coming up ER FF. Then we were told we should have bought the protection. We shouldn't have to for under 2 years, and couldn't afford it anyway.

Can someone please advise what should i do...

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Roy1951
Taylorsville, US
Mar 16, 2010 2:45 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I feel the same way about Sear's. I bought the elite trio. I had a Sear's serviceman come out to work on my icemaker. I new the problem was with the board or the fan. He said that it was the board that was the problem. After paying for the service charge plus extra miscellanoues charges, I told him I could buy the board for less than what he was going to charge me, from sears parts.. He said that sears required them to charge premuin prices on their parts and labor. I put the board in after ordering it from sears. Worked fine for a month. Now the same problem. Will replace the fan. I won't buy another sears appliance. This was my first and last sears appliance.

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10:00 am EDT
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Sears just doesn't care anymore

3 refigerators to get one that works, last all my food in the process. Plus time off from work to accept delivery each time. Then I sent in my delivery refund for $75 which was refused because the refrig number did not match (of course not it was the 3rd refrig) After a 1/2 day on the phone, several calls and finally talking to manager, refund is granted. I ask about the food and they said well if you don't by the $200 guarantee, you are SOL. Manager has no power to make customers happy, that is their policy. OK, they join the list with Best Buy and Comfort Inns, (In 10 years they have missed out on now $4000 worth of my business. do they care, no) Buyer beware. Use Ebay!

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6:04 am EDT

Sears broken appliance and parts ordering

These are the emails I sent Sears and the reply I received from them...I bought a new stove online and recieved it damaged but did not realize it was damaged until the NON-SEARS delivery men were gone.
I have been buying my tools and equipment from Sears for over 13 years now but there service has dropped off dramatically from what I can see with their online and phone support...Hell you can even send an email complaint to any executives in charge of service and support...Go figure...

Here are the emails I sent/received...(edited for my security)

From: Scharf, Robert
Sent: Monday, August 25, 2008 8:52 AM
To: '[protected]@sears.ca'
Cc: 'RJ Home'
Subject: RE: CASE: 1354918 needs parts...

I already told you below, that I called them 2 times now and each time was on hold for almost 45 minutes and still no one has gotten back to me as to a confirmation if the parts are already on order. I was told it was a FAST, which means they have to order the parts from the manufacturer. This was authorized by Kaila at extension 5002. I just need someone to confirm that this order was indeed put in when I called because it is 4 weeks now since I've had the appliance and the bottom drawer does not work properly.
Would it be faster if I just contacted the manufacturer directly? I have been dealing with Sears for over 13 years and never before received an item damaged. I didn't realize it would be this hard to get parts for a $500 appliance that was delivered over a month ago (July 22) damaged. :(
Robert Scharf

-----Original Message-----
From: [protected]@sears.ca [mailto:[protected]@sears.ca]
Sent: Friday, August 22, 2008 3:56 PM
To: Scharf, Robert
Subject: CASE: 1354918 needs parts...

Hello Mr. Scharf,

Thank you for taking the time to contact Sears.

In order to resolve your inquiry and better meet your needs, we ask that you contact our Product Repair Service department at [protected].

Our operators are available to assist you 24 hours a day.

If you need any further assistance, please do not hesitate to contact us.

Thank you for choosing Sears.

Regards,

Jean

tmp

Email is a non-secure form of communication and customers should not include any sensitive account information in any email to Sears Canada Inc.
Le courriel n'est pas un mode de transmission securise et les clients doivent s'abstenir d'y inclure tout renseignement sensible sur leur compte dans toute communication electronique destinee a Sears Canada Inc.

From: Scharf, Robert
Sent: Friday, August 22, 2008 1:49 PM
To: '[protected]@sears.ca'
Cc: 'RJ Home'
Subject: needs parts...

Hi:
I bought a 30" Range from Sears, which was delivered on July 22 and the plastic tabs that hold the bottom drawer in the range were broken. I have talked to Sears over the phone twice now to try to get these plastic parts shipped to me but have received no confirmation that this is in process.
The range is online item #[protected], model [protected], serial number #########
Can you please confirm if these plastic parts are on order for me?
Thanks
Robert Scharf
Nepean, Ontario

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Marlene Parkinson
,
Oct 27, 2008 12:20 pm EDT

This is not a complaint. I just didn't know where to email my questions, so could you please advise me to where I could ask about my Sears air-conditioner.
For a while I have been getting signs that there is dampness going on at the foundation of my house.
I thought first the eaves but no.
That leaves the air-conditoner.
I read the pamphlet about the air-conditoner drains.
Does it drain sufficiently to cause my problem?
It's at the wall of damage.
Should I have it moved away, further down the yard?
Was the drainage of this air-conditioner put in the right place - in other words - could the machine be backwards?
Please advise, and I thank you for this chance to ask.
Marlene

ComplaintsBoard
P
7:26 am EDT

Sears a lemon of an appliance and a company

I am writing on behalf of myself and my family who purchased a Kenmore refrigerator from Sears, along with other appliances, in April 2006. Five months after the purchase, the refrigerator stopped working. The technician who came to fix it said the fan had broken. This first visit by the technician led to a complaint I already made because he did not submit the food loss records I tried giving him and this led to Sears not honoring the $250 food loss reimbursement.

The following summer, our refrigerator stopped working again. This time after calling Sears and finding out it would take over a week to come fix our fridge, my husband decided to try to turn the refrigerator off for several hours and try to turn it back on. The fridge began to work again after we plugged it back in but we had already lost much of the perishables in the fridge. We decided not want to write another letter claiming food loss even though all our perishable foods did spoil. We had a problem with our refrigerator twice already and, again, in the summer of 2008 we had it break on us again. This time when my husband pulled out the fridge to unplug it, the copper water line burst and we had to turn off the water to the fridge. This occurred July 21, 2008.We called Sears immediately and was told by Lisa that the water line was covered by our Protection Agreement and extended warranty. When I asked when was the earliest Sears could come and fix the broken refrigerator and water line, it would not be until July 30. I was so upset because each time we have had problems with an appliance, it seems that Sears does not seem to make it a priority to send someone out as soon as possible. My husband unplugged the unit again but when he plugged it in a few hours later it was still not getting cool. We loss all the food in our fridge and added to that, I had just gone to the grocery store right before the fridge broke down. We had well over $250 worth of food that went bad very quickly. That day, I spent over an hour calling different Sears departments to request a quicker response to our refrigeration problem but to no avail. When I spoke to Gerald, not only was he rude and inconsiderate, he matter-of-factly stated he, nor a manager (because I requested to speak to one) could do anything to speed up the process of getting a technician out any earlier than the 30th. He then told me to call the local Sears service number [protected] to see if they could help me and then he said he would attempt to get a manager. He kept me on hold for almost 20 minutes pretending to get a manager the entire time. I was so fed up I hung up the phone. I finally spoke to Latina who at least showed some compassion for our situation but she could not do much except put in a request for an earlier service appointment. She suggested I call another number which I did not write down because it seemed like every time I called Sears, I would just get the run-around to call someone else or some other department which in turn would then tell me to call another number. She promised that I would get a call no later than the end of the business day of the 21st letting me know an earlier date for someone to come out to fix our unit and water line. I never received a call.

The next day, my husband tried to plug in the unit again and it actually worked so when a technician came 9 days after we called to get a service appointment, it was running OK except the water line was still busted. He told us that since the fridge was working when he arrived, he cannot submit for food loss and Sears does not cover copper water lines, only plastic. This truly infuriated us. I could not believe that Sears will now take the stance that they don’t repair copper water lines (even when it was installed by Sears) when I was told they do when I first called on the 21st. Also, we could not believe what he was telling us- that we should have left the unit alone and not tried to fix it ourselves because when it begins to work again, Sears has no liability.

This is truly outrageous that Sears will first sell protection agreement plans and extended warranties and not follow through with the promises set forth in the warranty and plan. We ended up hiring a plumber to replace the copper line and had to incur an out-of-pocket expense of $287. Secondly, what suggestion does Sears give to homeowners that need a working fridge in the middle of summer besides waiting a week and a half for a technician to arrive to look at it? Also, is it truly reasonable for a fridge to break down every summer? We cannot afford to continue to unplug and plug the unit in as our food spoils in the hopes of it running properly. We truly believe your company has employed very deceitful and unfair service tactics that truly prevent a homeowner from being treated like a valued customer. Sears does not believe in doing what is right. Instead they will cut corners and lie about what is covered and not covered and make it nearly impossible for anyone to get their appliances serviced within a reasonable time frame. What is an extended warranty worth if consumers are prevented for ever really using it. I truly believe Sears sets a policy to sell as many extended warranties as possible to unsuspecting customers only to make it very difficult for customers to actually reap the benefits of the warranty.

Our refrigerator is a lemon. When it broke after only about 5 months into it being installed we knew it was a bad sign of things to come. We have had more problems with this fridge than my parents have had with their 15-year fridge. We also spent a great deal of money purchasing this lemon that we have regretted ever since.

I am requesting reimbursement of $250 for the food loss in July 2008, $287 for the copper water line having to be replaced, as well as demanding a replacement for our refrigerator that continues to give us problems. Our other Kenmore appliances have help up well so far but the rate at which our Kenmore refrigerator has broken down on us is inexcusable and needs to be addressed. And added to the stress of our lemon of a refrigerator is the fact that our protection agreement expires in January (as I was told on the 21st).

I can guarantee our fridge will break down again next summer and we will have to incur more financial and emotional losses to replace spoiled food as well as to pay for a service technician to come and try to repair it again.

As consumers who do not write a complaint for every little disagreement we have with a company but I think of all the companies we have had business with, Sears is, by far, the worst in customer service and reliability. If I counted the hours I have spent trying to get our fridge serviced or attempting to speak to a manager about our problems, I would estimate well over 10 hours in the past two years. None of those calls resulted in any issues being resolved; Instead they just produced more stress and agony that have taken a toll on us. We truly hope our voices will be heard. It is unfathomable that a company as big as Sears will not put their customers first and take consumer concerns seriously. Integrity and forth righteousness are company traits that will carry a company far; Sears lacks both and will only lose customer trust and loyalty when issues and problems are not resolved appropriately. We will never do business with Sears ever again.

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Beatrice Peralta
,
Oct 31, 2008 1:26 pm EDT

I have a washer that I purchased in March of 08. I have had
a new tech 6 times and no one can fix it. I am now going on my 7th tech and whole alot of parts replace on a new washer, they
refuse to replace. I have 3 grandchildren who live with me. I
have had to go to a laundry mat since Sept. 26, 08 This means
loading clothes and grandchildren in a car and unloading them
at the laundry mat and kept them content till I get laundry done
and it is only the laundry that we need. I also have to pack them
something to eat. Then I get to load it all back into the car and the
children. Only to get home and unload again. I do not what has been wash in the washer at the laundry mat. I have gone thru everthing with the warranty company. It has stress me out so
much that every Sat of this month I have broke down and cry
I am paying for a washer and for the laundry mat and kids having to spend there weekend at a laundry mat. None of the repair people know what is wrong with the washer they only
guess and order parts! I am going crazy! wash Out!

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ALICIA
,
Oct 29, 2008 8:21 pm EDT

I HAVE HAD A TERRIBLE EXERIENCE WITH A KENMORE FRIDGE THAT I SPENT $ 2, 500 ON 3 REPAIRS IN ONE YEAR THE LOSS OF ALL THE FOOD AND VERY POOR CUSTOMER SERVICE. SEAR WILL NEVER SEE MY BUSINESS AGIN.

ComplaintsBoard
J
8:11 pm EDT

Sears sears gold is a scab mastercard

This is a credit card designed to screw you. They are waiting for your slightest flaw. I dutifully tried to cancel this card and pay it off in full over the phone and on the web site. This was not possible. So I did pay it off in three separate payments three days in a row. OR so I thought. I came to find that even though I paid off an $8034 balance in full and on time and had canceled my card, along comes a bill next month with a charge of almost $100 for interest!

The old adage of pay your cried card bill on time and in full does not work with these people. They charge you a daily balance, even though you pay the balance due in full and on time! In theory this bill could practically never get paid off from month to month.

Sears Gold Card is a rip off scab operation. Plus I had been a cardholder for over ten years! With on time payments.

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duffer152
Canton, US
Nov 26, 2008 12:28 pm EST

Please note that my city is DeWitt, not Dewitt, as on mailings. Please correct for accuracy!

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Charlied72
Falls Church, US
Oct 25, 2009 4:32 pm EDT

Citi bank deals with the credit cards not sears. You need to short this out with them.

S
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Sometimes Jones
Greensboro, US
Jul 13, 2009 9:36 pm EDT

The finance charge the following month was residual finance charges, and this is standard across the credit card industry. Interest is calculated from the date of billing to the date your final payment posts.

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Kim
, US
May 15, 2009 11:40 am EDT

Sears Gold Mastercard is ripping people off at a high rate of speed by doubling interest rates and lowering credit limits without warning or for any particular reason. It sickens me to no end that "we the people" have bailed out this bank (Citi) using billions of our tax dollars and yet they are squeezing the blood out of us! I will never use any Citi credit card.

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otis varner
, US
Mar 06, 2009 6:08 pm EST

Sear merged with K-mart a few year back, so we are able to walk from our house around the corner, which is very nice.
Recently after paying my credit card installment on the deadline date, I call the customer service department to complain about the fact the the next statement I recieved included a late fee.
I was told by the clerk that the bil should be payed prior to 5:00p.m., my receipts or stapled to by bills once paid.
I informed the clerk that the receipt indicated that it was 2:30 p.m. pct when I paid the bill.
She went on the tell me that the payment wasn't posted until two days later.
The check was electronically scanned, so it takes the payment directly from your account asap.
If Sears as merged with K-mart, why doesn't the same administrative policyies apply

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5:16 pm EDT
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I was a sears employee, before they wrongfully accused me of embezzling money from a company that I put my heart and soul in to for the past 6 months. I can assure you that I am a well kept and honest person. To have my character attack so, hurt me very much mentally and emotionally. Why was I chosen to have such allegations put on my table I guess I will...

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5:47 pm EDT
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Sears terrible quality product

I purchased a Kenmore Bottom Freezer Refrigerator in February 07. It has a 1 year warranty. It is now August 08 - My refrigerator is 18 months old. I spent $1, 400 on this appliance. Earlier this month I smelled something burning in the refrigerator, but could not identify it.After some time the smell got worse. Then the light fixture literally melted down from the top of the shelf. Apparently the lights did not go off and burned the fixture to melting. We unscrewed the lights and the fixture now hangs down and we are unable to access the shelf. The warning for the refrigerator being open no longer works. The plastic lining on the doors is already falling apart. The doors no longer open independently. If you open one door, both open. The freezer shelves do not pull out properly.

I have had this refrigerator for 18 months. I have never had an appliance that fell apart so fast. I have read online that other people have had the same problem with the light fixture burning. I believe this is or should be a recall item.

We usually purchase our appliances from a local dealer. This is our first purchase from Sears. This is a Sears product- Kenmore. I am shocked that Sears could sell an appliance of this quality. I called for a repair and told it was $175 just to come out and look. This is ridiculous. A refrigerator is only made to last 18 months? Our last one was 15 years old and in better shape than my new one is. I will take my old one back in a heartbeat.

I believe Sears should repair this appliance at no charge, or take it back and refund me a reasonable amount. I intend to contact as many business organizations as possible to advise them of my situation. Sears is selling their own brand appliances that fall apart in 18 months. The light problem was a serious fire hazard. Luckily we noticed it in time to prevent a fire in our home. The plastic on the fixture is melted and visible.

Again, I believe that Sears should repair or replace this appliance at no cost. This experience has totally eliminated any confidence in Sears that I might have had.

I would like to be contacted as soon as possible by someone who has the authority to help me.

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4:04 pm EDT
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There is one word to describe the Oasis Washing Machine LEMON, we have had nothing but problems with it. We had to have the service people out to fix the machine every couple of months, the Service Tech even said that the machine is no good! I was a loyal customer of Sears, I will not buy another product there.

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2:45 pm EDT
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Sears is one of those companies which has the worse customer service. We bought a washer from Sears with an extended warranty & paid $100.00 every year for 3 years. We didn't have any problem with the washer for first 2 years but the 3rd year we started having problem with the machine. We called in for repair and they schedule the appointment. The tech...

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9:06 am EDT
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Sears no repair

I am beyond angry at this point and I am tired of talking to people who are trained to tell me they can't do anything for me.

I'm kicking myself for this but last Monday night, I called to make an appt. for service because my freezer wasn't working well. They told me it would cost $75 just to come out plus parts and labor for the repair OR I could purchase a repair warranty for $250 which would cover the repair and if the repair costs less, I could get a refund. I got the repair warranty.

They told me someone would come between 8 am and 12pm on Tuesday. Someone finally showed up at 4pm. No one every called to update me that the tech was running late. The tech diagnosed the problem in 5 minutes, changed the motor on the fan (which I know was already working) and was out of there in less than 30 minutes. That same night the freezer is still not working and now the refrigerator is getting warm so I called back and they tell me they can't get someone here until Monday of this week. I called back Wednesday morning and finally got someone who was able to schedule an appt. for me from 9-5 that day (yes, the day before Thanksgiving). At 5 pm, he shows up and after 5 minutes, he tells me my compressor is bad and it will be 5-10 days to order the part and fix it.

Plus it would be an extra $144 since my warranty only covered me to $500. I refused to pay, he ordered the part anyway and scheduled the repair for yesterday morning, Thursday. At 10:45 the tech calls because he's on the way. I don't have the part yet so he can't come. At 11 am, just 15 minutes later, the part comes. I call back and I'm told the tech will come back. At 3, I call back and I'm told the tech will not call back and the next available appt is Dec. 5. He forwards me to someone who seems to understand the situation and she says she will talk to the routing mgr and try to get me in for today or tomorrow and she will call me back.

Of course, no phone call, I call back this morning and I'm given the Dec. 5 date again. The CS reps won't transfer me to the local dispatch and they won't force an appt for me because it's a 3 hour job they say. I spent about 3 hours on the phone this morning trying to get an earlier appt. No success. I tried to get my warranty refunded so I can call a local repair man. No success. The first useless appointment used up the cost of the warranty. I am livid at this point.

At the risk of sounding like a spoiled brat, I want my refrigerator fixed ASAP! I have a 3 and 4 yr old and trying to provide meals for my family using a dorm size fridge for 2 weeks is unacceptable.

Fast forward to Dec. 5, the tech comes at approx. 11:30. Gets right to work installing the compressor. After 2 hours, it's in and the fridge still doesn't work well. He waits a bit and opens more of the fridge. Then decides that the problem may be the freon flow so he vacuums it out and refills and now the fridge seems to be working. Had a competant teck done that at the very visit, Sears and I would have saved alot of money. I'm out the money for the warranty, plenty of spoiled food in excess of what I will be reimbursed, money spent on fast food, and money for another small fridge to hold us over. The worst part is I did not get one sympathetic cs person out of the 20+ that I've spoken too. They must hear my same sob story all day every day. It's ridiculous. A 4 yr old unit should not be broken so soon in my opinion. Not if it were a quality product. My only saving grace is that I got a WONDERFUL repair tech to come today. If it were one of the others, I'm sure they would have replaced the compressor which wasn't broken and left before realizing the refrigerator was still not working. I am beyond upset and frustrated at this point.

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Tori
,
Oct 01, 2008 3:39 pm EDT

Hey, take a look at the user manual that came with your fridge. If you don't have it anymore, look it up online. I think that the compressors in Sears refrigerators are covered for 5 years. Read yours carefully and see what it says. The full five year warranty on the compressor for my fridge (2 1/2 years old--just had almost identical problem as you) had almost the exact same wording as the full one year warranty on the entire fridge. So when they tried to tell me that I would have to pay for labor, etc., I insisted that no, Sears was going to have to actually follow what their warranty said. It took talking to a lot of people there for a couple of hours, but they did cover it 100% AS THEY SHOULD HAVE.

Here's what my warranties say. Notice that the wording is the same, expect for the years, and what is covered. That means if all the expenses of parts and labor are completely covered in the full one year warranty for the fridge, then they are completely covered in the full five year warranty for the compressor: (words that are different are in brackets)

[One] Year Full Warranty on [Refrigerator]

For [one year] from the date of purchase, when this refrigerator is operated and maintained according to the instructions supplied with it, Sears will repair

[this refrigerator]

free of charge, if defective in material or
workmanship.

=======

[Five] Year Full Warranty on Sealed Refrigeration System

For [five years] from the date of purchase, when this refrigerator is operated and maintained according to the instructions supplied with it, Sears will repair

[ the sealed system, consisting of refrigerant,
connecting tubing and compressor ]

free of charge, if defective in material or workmanship.

Sears needs to HONOR the warranties they give to people who trust them to do so! Make them do it! What they're doing is so wrong. You shouldn't have had to buy ANY additional policy at all or pay ANY additional funds. That extra policy (called a Service Smart Agreement) can still be cancelled because you have 60 days to cancel it. Here is the number for cancellation--[protected].

I hope this helps. It makes me upset that because I happened to find some of this info online and knew this, that they paid for mine after talking to enough people. But they're ripping everyone else off.

Good luck!

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About Sears

Screenshot Sears
Sears is a long-standing retail chain offering a diverse range of products including appliances, tools, clothing, and home goods. They also provide services such as appliance repair, home improvement, and auto maintenance. The brand has a significant online presence through their website, sears.com, where customers can shop for their wide selection of merchandise.
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1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

Overview of Sears complaint handling

Sears reviews first appeared on Complaints Board on Jul 19, 2006. The latest review Appliance repair (microwave) unresolved by sear home services (transformco) was posted on May 15, 2024. The latest complaint craftman replacement was resolved on Sep 19, 2023. Sears has an average consumer rating of 2 stars from 2947 reviews. Sears has resolved 944 complaints.
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  1. Sears contacts

  2. Sears phone numbers
    +1 (847) 286-2500
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    Sears Home Services
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    3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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Sears is ranked 15 among 66 companies in the Department Stores category

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