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Sears Customer Service Phone, Email, Contacts

Sears
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Sears complaints 2942

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8:59 pm EDT
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Sears service on refrigerator

On June 25, 2018 I called for service on our refrigerator. My protection plan is good until 2021. The repair service was scheduled for July 3rd. I called on July 2nd at 13:31pm and confirmed the appt. I called again on July 3rd at 0750am and again confirmed the appt., I spoke to Evan. Waited all day for the service technician, they were suppose to be there between the hours of 8am-5pm. I called at 1711 on July 3rd and was informed that the technician had called in sick. No one bothered to let us know, the service was rescheduled for July 6th, 2018. No technician showed on that day, I called after 5pm to see why and they claimed that we cancelled the appt, which was not true. Next available appt would be July 10, 2018. Parts had to be ordered they were installed on July 19, 2018. They did not correct the problem. Another repair visit on July 26, 2018. Additional parts had to be ordered, they were to be installed on August 3, 2018, but the parts did not come in. I was told the parts department would contact me for the next appointment date. Next repair service was August 23, 2018, technician broke the part when installing it. Another repair service for September 4, 2018. New parts installed still not working, next repair date for September 13, 2018. Additional part installed on that date, refrigerator still not working properly. Our next repair is scheduled for September 28, 2018. I have kept daily records of the temperatures in both freezer section, and the refrigerator section. On September 13, 2018, I asked what the process was to get a new refrigerator as per the protection plan, he stated that he didn't know. I have requested multiple times to speak to someone about this I just get a run around, no answers. It has been a great inconvenience to reschedule our lives around the repair visits as well as missing work. The repair center has multiple contacts to reach me, I have an answering machine and I do return messages, my cell phone is [protected] and I am a nurse and work in a hospital the number there is [protected], option 1. I will not accept the fact that I cannot be reached as other complaints have been answered.

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J. Choi
, US
Oct 05, 2018 11:59 am EDT

i'm having the same exact problem... i've been waiting 2 weeks for a refrigerator repair and of the day of the appointment, "the technician had called in sick"... what is offered is a month out... GAMES... NEVER, NEVER, NEVER WILL I BUY A SEARS PRODUCT AGAIN! AND I WILL SHARE MY EXPERIENCE WITH EVERY PERSON I POSSIBLY CAN...

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Deborah Coddington
, US
Sep 27, 2018 7:01 pm EDT

9/27/18 today after waiting for the second time for an appt. for frig.no call no show-up ..I'm tired of there apologies with no Action .I believe there is no accountability, they are in the Philippines so there doesn't seem to be any urgency to correct their BAD business practices I payed a lot for this "Master Protection plan" LOL ...I reported this to consumer affairs & BBB, next will be cooperate, , resource dept ..It took 4 visits to get someone to fix the freezer..

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6:14 pm EDT
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Sears kenmore washing machine 500

Going on 3 weeks and my washer is still broke.
Technician came out 1st time and said it was the transmission, he had to order one it would take 4 days to get it and another 3 days for a tech to come out to put it in.
Tech came 2nd time. He has no clue on what he was doing. He couldn't get the old transmission out si he beat the heck out of my washer for an hour and 15 mins. And I am not exaggerating. Finally gets it out, puts the new one in. He called 3 different technicians to ask them how to put it in. Never even tried it out, he said its ready to go and left. I start the washer up and it sounded like it was about to explode. Called the warranty number took me 6 different people til I got someone who spoke a little english. Told her it was still broke and he needed to come right back to get it fixed. She said he cant come back until 5 days later.
Same guy comes back this is now the 3rd time. He does absolutely nothing looks in the machine and says I think it's this part I have to order it. It will take 4 days to get the part which was some tiny part cant recall the name, another 2 days before a tech could come put it in.
It has been 3 weeks now. I have had to take off of work 3 days unpaid and multiple trips to the nasty laundry mat. This has been a total nightmare. Are these technicians even certified?
What is it going to take to get this washing machine fix correctly! I've been buying sears appliances for 25 yrs but I will never buy another one from them.
[protected]@gmail.com

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6:19 pm EDT
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Sears kenmore elite washer

We bought a Sears Home Warranty contract back in March.On 8-21-18, washer service repairman showed, indicated would order parts and return. 8-30-18, another repairman showed and indicated after a search, parts were not available. I was advised to contact the warranty company to recover, as per the contract, a replacement washing machine. I called, and they advised the repair company closed it out and I would need another to come to the house. 9-6-18 and 9-14-18, called again and was given another service repair to call. (Soni Appliance). Left a voicemail, they called me back pn 9-18-18. Set up an appointment for Friday, 8-20-18, after 1pm. As of 6pm, no show. Called Soni Repair, and of course, got a voicemail. Well, it's been a month and no results yet. Latest claim is SCCL95H7BF-1. At this point, the rating is barely a one. One way or another this will be resolved, I don't give up. The company has no problem with deducting their fee of $50.00 a month, start honoring the contract. Highly disappointed..

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2:00 pm EDT

Sears repair or replacement policy for a defective appliance

Thursday, Jul 26, 2018, our refrigerator quit cooling. At 4pm I called a Sears Home Service adviser who told me that I should unplug the unit for 30 minutes, then plug it back in. He said that this was common issue and it should start cooling. I checked it later but the refrigerator didn't appear to be cooling like it should.

Friday morning, July 27, 2018, the refrigerator never cooled down. All the food in the freezer and refrigerator was ruined. I contacted, via chat, Sears Home Service again regarding repair of the refrigerator. An appointment was confirmed for Thursday, Aug 2. 1-5pm (a week after it quit working)

Thursday, Aug 2, 2018, the repairman arrived near the 5pm time. He checked it out and determined that the compressor was out of Freon. So there was a leak somewhere but he was unable to isolate it. There was no sign of oil on the condenser or any connections that would be expected from the leak. He ordered the condenser coil, a dryer, and one other part. He scheduled a return visit to install the parts for Thursday Aug 9 for 10am-2pm. (2 weeks after it quit working.) The parts did arrive in a few days.

Aug 9, 2018, the repairman didn't show or call. After 2pm I called Sears Home Service to inquire. They were not aware that the repairman had not shown up and didn't have an answer for me but to reschedule the appointment for Wed, Aug 15, for 10am-2pm. At this point I was very unhappy and without a refrigerator for 3 weeks. I called the number for scheduling (wherever that was) and I explained what had happened and that was totally unacceptable. The service advisor on the other end could not speak clear English, so I asked for a supervisor and explained my issue again. She replied very faintly that she would check into it and get back with me. She never returned my call. I contacted, via chat, a Sears Home Service advisor and shared my information and told him that I wanted an earlier appointment and that I wouldn't be satisfied otherwise. He did reschedule the appointment for Sat, 11 Aug, for 8am-12pm.

Saturday, Aug 11, 2018, the repairman arrived at 12pm but was not able to install the parts because they required welding. His torch had broken that morning and he was not able to get a part for it. I contacted, via chat, Sears Home Service and explained my situation and requested a new schedule for the repair. So it was scheduled for Thursday, Aug 16, 10am-2pm. As you can see, I lost a day by trying to get an earlier date.

Thursday, Aug 16, 2018, (we are now 4 weeks without the refrigerator) The repairman arrived at 2pm and started by replacing the dryer, and charging the compressor. He checked all the lines and condenser to find a leak. He contacted the Sears headquarters technical rep and explained that there was a Freon leak in our unit somewhere and he suspected the leak was somewhere in the side wall of the refrigerator and wouldn't be able to repair it. He recommended replacing the refrigerator. The rep initially agreed to that, but called back later and changed his opinion. He told the repairman that he would have to prove that the leak was in an area that could not be repaired. The repairman was extremely upset, but continued working until 7pm to comply. He then cleaned up and left, rescheduling a return visit to check the compressor pressure. The refrigerator was working well and cooling down after the compressor was charged. Return visit was scheduled for Aug 22, 8am - 12pm. The remaining 2 parts were left at the house in case he would need them on the return trip. We placed ice bags in the freezer and water containers in the refrigerator so it could operate efficiently. We didn't trust it enough to put food in it.

Wed, Aug 22, 2018, the repairman arrived at 8am and checked the temperature, which was holding in the expected range. He checked the compressor and all the lines and saw no evidence of a leak. He said maybe he fixed it accidentally. He closed the service order and took the extra parts with him at my request. We started adding a few items to the refrigerator each day, but never purchased regular grocery items because we still didn't trust it.

Sunday, Aug 26, the refrigerator temperature started increasing gradually. The compressor was running but not cooling like it should. I contacted (via chat) Sears Home Service Wed or Thur when the temperature was above the normal operating temp range. A repair appointment was scheduled for Tue, 4 Sep, 1-5pm.

Tuesday, Sep 4, the repairman arrived at 1pm, checked the temperature in the refrigerator. Both sides were around 70 deg. He next checked the compressor. It was hot and well above the normal operating temperature. He said the compressor was shot. All the Freon had leaked out of it. IMAGINE THAT! The repairman ordered a new compressor and scheduled an appointment for Saturday, 15 Sep.

Wednesday, Sep 5, I contacted, via chat, Sears Home Service to let them know that I did not receive a schedule confirmation for 15 Sep. He advised me that the compressor had been ordered from the manufacturer and that I would need to call when the compressor arrived and they would help schedule an appointment. My question was "does that mean that I don't have an appointment for Sat, Aug 15. He stated that was a temporary appointment and that I would have to contact Sears Home Service to get a firm appointment date. (So here we are without a reliable refrigerator for almost 6 weeks)

Saturday, Sep 15, the repair technician came out to install the new compressor. Removal of the old compressor took quite a while. I had to loan him some tools to get the back two bolts out. He also replaced the dryer, but had a difficult time sweating the joints. One of the three lines mating to the compressor would not weld properly. His oxygen tank ran out so he had to leave to get it filled. He brought another repairman back with him so I thought he was borrowing his tanks. The other repairman must have had more experience with welding, so he worked on it. The process required removing the line re-cleaning both connection ends and re-welding. When heating the tube on the compressor to remove the excess solder, the compressor sucked the solder inside. This is obviously not good. They placed an order for another new compressor and left. Since it was Saturday, they could not schedule another appointment, but they assured us that if we would contact scheduling when the new compressor arrives we would get immediate priority for the repair appointment. We were also told the compressor was placed on an emergency order. (We are now 7 weeks after the first call)

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5:37 pm EDT
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Sears samsung washing machine

I first need a repai request on aug 18th 2018. The repair man came out and did his diagnostic on my washer. The service department he calls said I needed all new interior on my washer... That (new tub, the gear box, motherboard, the tub housing and whatever else goes in there$1600 in parts). The parts come in. A different technician comes (and there were supposed to be 2 technicians this time) anyway he says my washer needs a different part. That part comes in. By the way he even says why didn't I just get a new washer from you guys. This is 4 weeks now. So I have 2 different technicians come and rebuild my washing machine, 5th week now. And they have never done this before. The technicians ask the same question also... Why not a new washing machine. They get it together and guess what they have to order another part. What a surprise. So the part comes in and my washing machine still doesn't work... Wow. Sears send me an email stating they can give my $593 for a replacement... Then I still have to come out of my pocket to get a compatible washer to the one they messed up on and top it off wait 10 day for that... Wth. I have spent hours on the phone trying to resolve this problem... I spend $30 a week at the laundry mat so its costing me more money and to top it off sears home warranty is trying to charge me to cancel this extremely sorry service. I am a majorly unhappy camper... But they seem not to care about their customers or good customer service. I will never refer your service to anyone. Today date is september 20th 2018 and I have no washing machine... Another laundry mat visit this weekend. If this was a star rating it would be 0 stars and a big fat f

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3:37 pm EDT

Sears drill drive

Is there a reason why nothing I tried can get me to buy anything at your store. Once I'm ready to buy an item my password does not work, request for entering a code is never correct, filing for a new password is ridiculous and I am not even sure when I complete this request that it would go through? I am trying to buy a drill, good luck with that. To tell the truth there are other problems that I would not get into at this time and I just trying to buy a drill drive?

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8:42 am EDT
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Sears model # 795.74025.412

Just bought this fridge 2017. New from sears. Two weeks later a horrible rotten smell. Found in the back of the fridge a rottin liquid was in the condensation pan. This should have no liquid in it. Red in color. Cleaned it out. Two months later the smell is back. I feel like something is in the back of the fridge that died and now is rotting. Will be taking it apart again further. If I find a rotting rodent from sears wherehouse got in their. I will be sueing. Disgusting But what else could it be? Help? Nobody wants their kitchen smelling like this

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7:43 pm EDT
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Sears refrigerator issues, not wanting to replace it

Having issues with my refrigerator having multiple techs come out and nothing has been fixed. I requested a replacement and they say I do not qualify that only 2 of the visits do and I need 4 or more within 90 days. But they want to schedule the techs every 3weeks. But every time that I call they change there requirements for the replacement. They have me back and forth with them with this issue and my food continues to get spoiled.

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8:08 pm EDT
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Sears I am complaining about return and overall service

This. Is a long story but the short version is I ordered an item that said it was available at Sears parts direct online. A few days later I got an email saying it was on back order. I called to get my money back and I was Informed 24 hrs with confirmation email about the issue. No email, I call they say 3 business days. That time passed and I called back and they keep giving me the run-around. I've spoken with about 10 representative and 3 manager no solution. Won't return my money. No valid excuse or reason why I can't get my money back. They keep lying to me saying different things none of it is true. The last call I made on September 17 they told me no request for my return had been placed! Seriously! And I've talked to all these people in the past 2 weeks and now you tell me this. Just a bunch of lies to avoid giving me my money back. I asked to speak with manager. Was told they would call me within the HR. Didn't call. I called back and they had me on hold for 1hr and 2 minutes. No answer. I call a third time to speak with manager and they totally brushed my concern off told me more lies and I waited another 45 min for manager that Never came. The manager won't call me back. This is a huge message and I want my $250 back and ik contacting legal help at this point.

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7:00 pm EDT
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Sears credit for cancelled item

On 9/2/18 I purchased a under counter microwave for my boyfriend, discussed with sales person that this might be a duplicate purchase as I could not reach my boyfriend to see if he had already purchased, it was a Labor Day sale and a good buy and was assured "no problem with returns or cancelled order". On 9/5/ we were to pick up the microwave at the distribution center but my boyfriend had already purchased a microwave so we cancelled the order, 9/5 called the store spoke with sales person "my register won't do a return transaction" so I spoke with The manager Autumn was told the same thing "problems with return transaction" gave her my ph # she said she would call me back, which she didn't. Called again on 9-13 was the same thing. 9/17 Called this evening spoke with autum told her I still had not received my refund and this was trying my patience, she abruptly changed her tune and became very agreesive and told me "You should receive a credit in 8-10 business days,"I told her if she had told me that to begin with she wouldn't have to deal with me this evening"she said" I never talked to you!"I have the phone records to prove otherwise." I told her that I would calm down, as in the past I have been a General Manager and understood that With the job comes a lot of responsibilities, she said "Have you ever been a Manager at Sears?" "I said no I had not" she said "well then you have no idea" she hung up on me.
End of conversation.

Was planning on making further purchases for my new home at SEARS but after my conversation with her have decided to shop elsewhere, so disappointed with customer service.

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11:42 am EDT
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Sears refrigerator warranty program

I have had a Sears warranty since 2005 and have had 2-3 claims during that time. My refrigerator (a Sears product) is giving off a gas/chemical smell, so I called repair service about 2 months ago and they sent one tech that said he ordered a part and when I called a month later - they had no record of the part being ordered so they sent another tech and he said he couldn't find anything wrong. When my daughter came to visit and she noticed the smell again I called to have them come out again.. This tech stood in front of my refrigerator, never took is tools out and told me nothing was wrong with my refrigerator and left!
I called to report his actions and they said they would send another tech out... If you're keeping count, we are now up to the 4th tech to come to my house and still not have the problem fixed! I am soo over this! I told them do not send another tech to my house unless he is a supervisor! Now, the tech that came to my house today said he was sent to install the part - the part that no one knows about or where the part is... So that was a wasted trip and a waste of my time! Now, in order for me to get a replacement, after 4+ visits and still not repaired, I have to wait for someone to say they cannot repair it!
This is ridiculous HAVE YOU TRIED CONTACTING SEARS LATELY? All communication is sent to the Philippines - no one answers the phones in the stores - they all go to the Philippines! What happen to having jobs in AMERICA?

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11:07 am EDT

Sears order online

I ordered an ice box on Sept 4th 2018. They took my money within 5 min for 465.65 then sends me an email they do not have it. I called them they said I could pay full price for another one and they would refund my money. In 3 to 5 business days. I am a widow on limited in come. I did not have another 500 to 700 to buy another one after they took my money. I told them to cancel my order. I got this email.

Regards to your order # [protected]. We have received your request regarding the cancellation of the order. As per our order details, the item was cancelled on 09/04/2018 and the refund will reflect within 3-5 business days in credit card.

I still do not have my money! Every time I call I am given the run around let me check into to that. They come back and say I have sent your concerns to your refund dept.

Can you help me please get my money back.

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2:27 pm EDT

Sears kenmore elite refrigerator model #795.73157.610 serial #702kr00243

We purchased this refrigerator approx. year ago We have had a terrible odor coming from behind the unit, like a dead mouse. We googled this problem and found that there are lots of people with the same problem. We paid over $2, 000 and would like this resolved asap It is causing the whole kitchen to smell really bad. Our contact info: [protected]@yahoo.com or [protected]@yahoo.com [protected] or [protected]
Dorothy Clark and Gregory Miller We request either a refund or complete repair

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Giber
, US
Sep 19, 2018 8:47 am EDT
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I am having the same problem. Their must be more of us. Maybe sears need a class action suit brought against them for asking a fridge that makes a kitchen smell like a Morge.

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5:39 pm EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears kenmore refrigerator

Don't buy a warranty from sears they are frauds and just take your money.🖕🏽🥜 still waiting 5 weeks.2 weeks for a repair man.came out still not working.1 week for parts.1week repair man came out put parts on not working.now 2 more weeks for another repair man.they are guessing what wrong with the refrigerator.warranty department ain't [censored] I'm a diabetic and the consumer doesn't matter to sears it all about money.not the customer.so I say sears [censored] you your company in the toilet that why your company going down in flames 🔥 burn in hell your whole company.

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Resolved

Two week wait for repair man from sears1week parts1week put part on.still don’t work.2 week wait time.please help going to get refrigerator today. My email address ic11@ verizon.net. It about your company not the consumer.

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5:16 pm EDT
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Sears kenmore drop in range

My oven went out on my range after only having it not 5 years .The wiring blew out wasn't wet always clean, but yet it 's gone, Sears charge me over a hundred dollars for the part alone. I turned the oven on a little while later I heard something pop then a little smoke than a little later bigger pop.This happen 9/2018 called Sears and was told my warranty was out. My purchase date was 20013 model # IS :790.4558, 790.4559

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4:09 pm EDT
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Sears sears repair service

Our large 1 1/2 year old Kenmore refrigerator failed on August 12, 2018. I placed a called to Sears Service. We have a 5 year service agreement. They said they couldn't have anybody here until August 18, 2018. Not having any other immediate options, we accepted the appointment for August 18, 2018. The service technician came and concluded that we needed a new control board and a new fan for the freezer part of the refrigerator. He could not return until the parts were delivered, so an appointment was scheduled for August 30, 2018. The parts finally arrived and the service technician came to install them. The control board installation went as planned, but the fan was the wrong one. In any case, it appeared that the refrigerator was again working. The service technician told us that it should cool down within a couple hours. After three hours, it was not cooling. It was not fixed. I immediately called Sears Service and told them that the fix didn't work and they told me they would the service technician return either that afternoon or the next morning. The service technician did not return that day. I received an email telling me they would be here on August 31, 2018, the next day. On August 31, 2018 I received another email telling me that the appointment was cancelled. I called Sears Service and was told that the scheduled service technician thought it was a duplicate and cancelled it. They made another appointment for September 1, 2018. The service technician arrived and checked the failed refrigerator out more thoroughly this time. The real problem was the compressor fan had failed and had ruined the new control board. The serviced technician placed an order for another control board and a compressor fan. An appointment was scheduled for installation of the parts on September 14, 2018. On September 13, 2018, I received a call to confirm the parts had arrived. The control board had arrived but the compressor fan had not. Not having both parts, my appointment for September 14, 2018 was cancelled.

We have been without a refrigerator for nearly 5 weeks. Their response was that they were sorry, but no parts ... no appointment. I asked about a replacement unit. Their response was that only after parts are on order for over 21 days, can they entertain the idea of a replacement. So, after buying one of the largest, most expensive refrigerators they sell and buying a 5 year service agreement, they don't care. Their response is "that is procedure". I have purchased my appliances from Sears and have service agreements on most of them. I will NEVER buy another service agreement from them.

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8:39 am EDT

Sears posted pricing/customer service - no follow-up/resolution

9/3/18 - in local store - clearance shopping
Double sided sales rack with active wear. One side had sign indicating 80% off lowest price, other side had signs with 25% and 80% off. (I took pictures)
Selected pants did not ring up with discount. Asked for manager.
Male department manager (did not identify himself) advised me that some were 25% and some were 80%. Sales associate had previously checked pricing on different patterns of pants on side with 2 signs - pricing was not consistent with signs. Dept. Manager state "I cannot give the pants to you for 80% off). I asked for district/regional manager number or store manager. Store manager (Pedro) came to department, department manager approached him and both went to area where rack was located. After ~5 minutes, the store manager approached me and asked, "How can I help you?" I responded "didn't your department manager appraise you of the issue", to which he responded "yes and I can give you the number to corporate". No other dialog, no recap of the situation. He did explain the way it works for customer assistance is to call the customer service number and they would follow up.
I called CS as I was leaving the store and was disconnected then transfer ~4 times, over a 20-30 minute period before a complaint was created. I was told the regional/district manager would be contacting me within 24-72 hours. After not receiving a follow-up call (72 hours had passed) as promised I called CS again. I was then informed it would be escalated to Level 2 and the store manager would be calling. That was unsatisfactory as one of my concerns was with the store manager. I asked to speak to a lead or supervisor at the contact center and was told on several occasions, they were not available. The CS representative then told me someone would be calling me in 2 hours. After 4 hours had passed and I had not received a call - I called CS again and was told it would be escalated again. Today is September 13th and I have not received a call back, follow-up or resolution.
During the numerous calls to CS I spoke with: 1.) Steven; Kazi: Unknown CSR; Trixie: Cesca: Rosie.
Today I will be filing a complaint with Illinois Attorney General and BBB.

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Update by Littlephilly
Sep 13, 2018 1:53 pm EDT

Well, I thought Customer service was bad based on in store experience and lack of follow-up from original case, until my experience today.
I called Sears Holdings corporate number [protected] to get an email or mailing address to submit a complaint in writing to. When the operator answered the phone asking how to direct the call, I responded I'm not sure what number I need, but I certainly don't want the customer service number - BEFORE - I could finish my sentence she literally RETORTED, "“that’s the only number you’re going to get, you’re not getting another number, ” and DISCONNECTED the call. I was STUNNED that a person answering a corporate telephone number could behave so abhorrently. I called back to get her name/operator number, but evidently she saw my number (caller ID) and immediately transferred the call to the Customer Services number. No hello, no identifying Sears Holding, no greeting, no please hold, absolutely NOTHING! I have filed complaints with every governmental agency possible regarding the advertised pricing fraud and deception. Unfortunately, only corporate offices can address "sub standard" customer service, but if an operator, who is the virtual face of the corporation, feels empowered to respond so rudely and hang up on callers, then there is a lack of trust and confidence for higher expectation from the corporate staff. Sears values (or lack thereof), demonstrated by the store manager, customer service and corporate operator are alarming and have no place in today's competitive market. It is truly disheartening to see Sears overall deterioration and degradation.

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1:57 pm EDT
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Sears service agreement; 5 year master protection agreement

I purchased this 5 Master Protection so that I could schedule a check on my air conditioning system as I needed. My plan was to have it serviced the first few years.
My system is in the attic.

It was installed August 2015.
2016-- scheduled an appt. and requested a tech that could climb into the attic. This was ignored . Had tech arrive to only end up looking at the outside unit. No pressure check done on the main unit in the attic. This tech not qualified to climb into attic.

2017-- 3 more attempts for correct technician allowed to crawl in attic. They finally sent a tech and although he wasn't suppose to climb into attic (he had back surgery) he did so.

2018-- 3 attempts to get qualified tech. Then someone scheduled tech (who had back surgery) to service my air conditioner. It took this tech all day to reach his supervisor to tell him of the issue. This tech called me an apologized (knowing of the last two years) saying he thought he had arranged this to be handled differently and efficiently the prior year. It was scheduled with a different tech for Sept 11... Sadly just received an automated call that I need to reschedule..

Frustrated that I wait and plan for the appointment only to have it rescheduled or cancelled.

So my dilemma is to forget having a yearly service done, cancelling my Service Agreement or trying to reschedule.

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Update by JanG54
Sep 11, 2018 4:51 pm EDT

Sept 10, 2018 Received a partial message (after posting complaint) from Sears that said " if you need to reschedule call ****". Assumed I had to reschedule again...see below

Sept 11, 2018 Tech called to say two techs would be showing up between 3 and 4 pm. So rushing to set up access to my attic that is in the bedroom closet.

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9:09 pm EDT
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Sears refrigerator - master service protection plan - service repairs waiting times

Problem started on 8/11/18. Took sears tech chris until aug 30th before he could come out. Originally I was told 9/4/18! He "guessed" that the problem with the frig. Might be the pcb (power control board). Ordered the part. He said to call as soon as it arrives to schedule repair date. I received it in 3 days. I called sears scheduling department and was told I would have to wait until oct 16th...……. No no no!

On 9/5/18 I called the scheduling department and told them that is not acceptable. They in turn forwarded me to shirley, in the sears protection agreement benefits administration ofc., whom stated that she was the "case mgr." I discussed in length the issues I have been faced with since 8/11/18 when my 3yr. Old, $2000 refrigerator, with a $579 master protection agreement, stopped cooling properly. She in turn reached out to the scheduling department, and got them to change my scheduled appt. From oct 16, 18 till the very next day, 9/6/18. This time a second sears tech, bruce, was sent out. He was not a very pleasant person. Unsympathetic, argumentive, boarder line rude!. I was in the process of trying to explain everything that went down with the frig. And what the previous tech chris said, and he kept interjecting during my conversation making me feel as if he was giving me the 3rd degree and trying to see if he could trip me up or something with my words. I finally had had enough of his demeanor and let him have it.

Bruce said it is not the pcb. Took back wall in top of frig. Apart and said it's the duct assembly multi (damper door) that is broken. Ordered the part. Should take 3 days. The rescheduling would be the issue as to when he could get back here. I told him that is not ok. He in turn called,?, and then said he'd be back here on thurs. 9/13/18. He did not even leave me a sears home services ticket indicating his tech# or service order# along with his tech comments on it! The 1st tech sent out, chris, did leave me one.

Today, sat. 9/8/18, I received a msg left on my answering machine stating to call the scheduling dept. At [protected] to reschedule. Spoke with bethany. Said service call wouldn't be until 10/2/18. I told her no! The tech, bruce, said he'd be back on thurs 9/13/18. She said they must have had to reschedule. I asked for the supervisor. She in turn transferred me to von, id# 102855, whom identified herself as one of the supervisors in the scheduling department. She said she'd try to reach out to the (tech?) scheduling dept. To see if anything could be done. I asked to speak with the case mgr., shirley, in the sears protection agreement benefits admin. Ofc. She said there is no case mgr.in their building. Didn't know where shirley was located at! However, she did see in the computer system where (shirley) I was issued two checks (which were indicated to me by shirley that I would be receiving, for food lost and towards purchasing a mini frig. I guess they don't have any signatures associated with such things, or addresses associated with the authorizations of such things... Go figure). I asked for the top person over scheduling department. I spoke with shantee, whom identified herself as an agent. She said they don't have any control over the scheduling of technicians. I would have to talk with the scheduling dept. I told her I just did, which is why I requested them to forward me to the case mgr. Of the sears protection agreement benefits admin. Ofc, shirley, which they obviously couldn't, so they transferred me to you!

This has been a very disappointing, exhausting, sickening experience! I have not slept well in over a week now due to all the stress and havoc this has created for me. This is no way to treat your customer. The shame of it all is that I used to swear by sears appliances. The technicians that used to come out to service their customers went above and beyond to please you. And were very professional and courteous. Not any more!. Which leads me to believe that I will never purchase another appliance, nor anything else from sears in the future. I have far too many other things going on in my life to have an absolutely horrendous experience like this has been affecting my well being. Just so sad. You might think about this real hard sears. Given the situation you are in already in today's market.
Ps. By the way, since I have began typing this, I now have received another email from the scheduling dept. That now indicates my repair date has been pushed back by another day. Instead of oct 2 between 8am-12pm it's now oct 3 10am-2pm! Are you kidding me.

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8:25 pm EDT

Sears kenmore elite refrigerator

Purchased a Kenmore elite refrigerator last Nov and it stopped cooling in July! Called Sears Service sept and they sent over a service tech on Aug 1st to diagnose the issue since it was such a recent purchase. Turns out it had a bad compressor that needed to be replaced! Tech mentioned the part would arrive within 7 days and could be installed immediately! We lost over $500 in food due to this unexpected issue...the tech also mentioned Sears would reimburse us for loss of food.

7, 14, 21, 28 days later with multiple dreaded phone calls and no respect what so ever for the customer, I am still stuck without a refrigerator and all I'm told is that the part is back ordered and no one knows when it will be available so all I need to do is wait patiently minus a refrigerator and not complain... Also, a replacement refrigerator is not an option even though the new refrigerator is under 12 months old and under manufacturer warranty! As for the reimbursement- they rejected that request right off the bat stating manufacturer warranty does Not cover loss of food due to breakdown😡

I have been a loyal customer of Sears but I am beyond frustrated with their crappy customer service or lack there off!

I need a refrigerator and I need one now! It's been a month and that's not acceptable!

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About Sears

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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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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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Sears Category
Sears is related to the Department Stores category.

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