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2.3 2934 Reviews

Sears Complaints Summary

944 Resolved
1989 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Sears reviews & complaints 2934

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Newest Sears reviews & complaints

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7:02 am EDT

Sears slow website

I was looking for a new dryer and chose their website to check what they offer. My internet connection is fine, so it was your fault. Your website could not stop loading. New and new pictures. Many errors, hard to look at interesting pictures, it always got back to the previous one. Hey, guys, fix your crap! Why does your website work like the cheapest one?

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3:42 pm EDT
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Sears refrigerator

I am extremely dissatisfied with the Sears Home Plan. I signed up for this after a repair on my GE fridge in August of 2016. The repair person from Sears recommended I take this warranty because it will save me 50% on that particular job which normally would be $500, and for all future calls I would be charged only $60.00
I have now paid for a whole 12 months at $54 per month.
2 months ago I called Sears because of a dishwasher problem. After dealing with a "menu", I was given a date 2 weeks away. I found that unacceptable and finally was able to talk to a live person, who informed me that the warranty did not cover my problem with the dishwasher.
Then last week I called for a new problem with the ice maker in the fridge. Again I was given a date that was over 2 weeks away. This was on a Friday. I was able to contact a live person, who told me he could not help me because it was a weekend, and to get an earlier date I would have to call on Monday. When I called I could again only go through a menu that basically said someone would call me within 48 hours!
A person who spoke extremely bad and broken English that I could barely understand, left a voicemail that said they had no one to send for repair, and I should get my own repair person and send the bill to Sears.! I find this unbelievable! Even if I did this I would never be reimbursed by Sears.
The biggest mistake I made in all this was to believe the initial repair guy, and not read all the negative reviews that I have found on this website.
This company is taking all of us to the cleaners by their promises of timely repairs. You pay monthly, and IF YOU TRY to cancel your contract for non performance- which I did-, I was told they would charge me $300! So I am stuck.
I feel I have paid for nothing in return, and I should be credited ALL my payments to date. Sears is failing company, and everyone knows it.
If anyone is thinking CLASS ACTION, count me in

T. Malik

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8:21 am EDT
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Sears overall customer service failure

On July 11, 2017 I decided to purchase a Zero Turn Lawn mower from Sears. Local store had to order the one that I wanted that was on sale and it would be a week to deliver to store or two weeks to deliver to my house. I opted to pick it up at the store rather than wait. I picked up the lawn mower and checked it over and immediately began mowing my yard. Within 20 minutes smoke began coming from the deck. I shut the mower down and looked at the belt and the belt guide had been misinstalled at the factory and had destroyed the belt(I have pictures) I called Sears Service and they said its covered we will fix it but it will be 9 DAYS before we can get to you. I said ok how long to get me another lawn mower...7 days. great. Ill wait for the service tech I suppose. Two days before the service tech was scheduled to arrive I called to Tech Dept to ENSURE they understood the belt was ruined and would require a new belt. Yes Sir we see that in the notes and the driver will have a belt...The tech arrived on Thursday morning and said I doubt I have this belt on my truck...The tech desk should have ORDERED the belt and sent it to YOU so it would be here waiting for me! I will have to order the belt and come back. Ok how long on that. 5 DAYS! So now we are up to 14 days to repair a lawn mower with 20 minutes on it. I loaded the lawn mower up and returned it to sears. The Manager at the sears store was great and did a awesome job on cutting me a deal on a larger floor model for less than I paid for the one I had. I was pleased with that.
Meanwhile...I had points to use so I had ordered the oil and filter for the original lawn mower since oil change is due at 8 hours...Sears Parts Direct had the parts and they were a bit higher than other places but I was paying with points so oh well. The chat person placed my order then said that will be a $12.99 delivery fee...what? that's more than the filter! Wasn't happy but paid it. After I returned the lawn mower I contacted Sears Parts Direct to cancel the part order as they will not fit the new mower. Not a big deal they sent me a pre printed label and I returned the package. Two weeks later I have to contact Sears Parts Direct AGAIN to have the points added BACK to my account...why? Then I had to request that my delivery fees be returned as well! WHY? why does your customer have to do this? So I decide again to use my points to order the new filters for my new unit. Sears price $15.73 for oil filter and $19.73 for air filter. Shipping $10.99. I mention to the chat person that Tractor Supply has the SAME oil filter for $5.99...why would I pay three times as much PLUS shipping to get it from Sears Parts Direct? His comment was that the filter is coming directly from the OEM manufacturer...THat doesn't make it worth more plus shipping. So I cancled my order completely. I will be paying off this mower shortly and I will NEVER deal with SEARS in ANY aspect again! This includes cutting up my Sears Card which has been a total fiasco due to the purchase return and repurchase at sears with extra mysterious $300 dollar fee that NO one could explain and took three weeks to have removed. DOES SEARS EVEN KNOW WHAT CUSTOMER SERVICE IS ANY MORE? Not ONCE has Sears contacted me after repeated written complaints and phone calls even though the information was taken with a promise to have someone get back to me

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1:05 pm EDT
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Sears poor service, refund for unused part not received

On July 24, what I thought was a repairman came to fix my Kitchenaid stove because the oven had uneven heat distribution. The person who arrived was a diagnostician, not a repairman. He said the motherboard needed to be replaced, so he ordered one, charged me $488 for it, and set up an appointment for August 3 for a repairman to come install it. When he arrived, he asked us if we knew where the part went since he didn't know anything about Kitchenaid stoves. He couldn't fix it, so another appointment was made for August 8 for another repairman to come install the part. On that day, the new repairman said that there was nothing wrong with my oven and the part wasn't needed. He wrote a refund ticket and said it would be credited to my card within 10 business days. With no refund received in that time frame, we called to inquire as to when it would arrive. After being transferred numerous times and an hour plus into the call (obviously in a foreign country), we were told they had no record of our refund. We finally reached someone who said they did have a record of it but it would be another 10 business days before it came. A few minutes later, I got an email saying it would another 21-28 business days before they could issue a refund. Funny, their charge to me for the unused part showed up immediately.
I am beyond frustrated. I will never use this service again.

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3:46 am EDT

Sears they don't care

Used to always buy online. Unless I experienced a need in returning stuff. I was said I can come to any store and return, but it was a lie. They don't stand behind their products and sellers. The CS is always useless and they never hep. Don't even try to call them and explain. You know, no wonder why your stores are shutting down, it's all because of your careless attitude. People just don't want to go to your stores and give you their money. There are so many options to choose and you won't be on the list.

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8:19 pm EDT
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Sears kenmore elite refrigerator

Today, 8/21/17, after repeated calls to Sears and them arguing with us that our refrigerator isn't still under warranty, we proved that it is! Then, reading the warranty to them over the phone, we finally (after having to talk to supervisors) convinced them that the problem was a refrigeration leak (covered) and it had already been diagnosed. The issue now was that the warranty said it would be repaired "at no cost" to the customer but they claimed they had to charge for a repairman to come to the house. We told them if it proved to be another issue and NOT low on refrigeration fluid, we would pay! They finally agreed! They surprised us saying a guy would be in our area and come this evening. We said that was fine. He came and after examining the refrigerator, said it was exactly what had been diagnosed. Low on fluid. He said though that in order to find the leak he needed to run dye through the unit and we agreed. He also said that they have been having compressor issues with them and we may also be having that problem too. But, he confirmed, we were covered by our warranty...After we paid him the close to $100 for the "priority call" we had asked for (but had never heard of). He told us that if we refused to pay, they would NOT repair it, warranty or not! We had been loyal Sears/Kenmore customers for years. That $100 is going to cost them more than it costs me! It was interesting too that the supervisor laughed at my husband when he said we'd been told it was low on Freon. She said that wasn't used anymore. But that us the final diagnosis of THEIR repairman! Low on Freon.

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6:48 pm EDT

Sears unethical behavior

Unbelievable! This company deserves to close its door! They let treat their loyal employees with disrespect! They employ a young lady in colorado who has lied under oath and ruined a person all because he broke up with her and moved on. This young lady gets to keep her job even after she sends nude photos to a manager in the auto center in Texas, she has lied to the justice system and she will eventually get sued for defamation of this young mans name around the sears store. I would NEVER recommend any one to work for sears!

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4:07 am EDT

Sears tired of them

Not that long ago I ordered the dryer from them and after 3 months of using it broke. I called them and scheduled a repair. That was important to me and I took a day off at work. In the morning they called and said that they have to reschedule. I was very angry because didn't offer anything for me to fix this problem and didn't see what else they could do to help me.

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8:02 pm EDT
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Sears elite refrigerator

We purchased this refrigerator for our new home in 2012 and the ice dispenser stopped working right about 3 months ago. Then the refrigerator ' s temperature was too warm so, following the book's instructions, we turned the temperature down. But that didn't last long. The ice dispenser stopped working completely! A repairman came and said we have a freon leak and need to purchase a new refrigerator! This is ridiculous! This refrigerator has only been in use since brand-new in our home 4 1/2 years! We have depended on Kenmore for years for quality but I guess things have changed! This is a Kenmore Elite Model number [protected]. This is a very large expensive refrigerator. Don't purchase a Kenmore Elite!

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6:15 am EDT

Sears regarding delivery

I ordered an item from them. I was said they would deliver it on the next day in the evening. On the next day, they called me and said they were on their way. I wasn't at home because I expected to see them in the evening. And they canceled my delivery and asked me to choose another day next week. This wasn't my mistake and why they couldn't just find a way of delivering my order in the evening?

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4:40 pm EDT

Sears kenmore 80 gallon water heater

Three years old with a paid protection plan
Started leaking Saturday, August 11
Called emergency telephone number, was a call center out of country with representatives who didn't speak English well. Told call center who schedules repairs is in Illinois and didn't work on weekends. FYI, I am in Connecticut. Today, Monday, August 14 water heater is still leaking. It's an 80 gallon tank., was told a technician would be out August 24! This heater will need to be replaced. I want a tech now so they can go back to Sears and issue me a refund since they no longer sell 80 gallon water tanks. From all the sites with Sears complaints similar to mine and their untimely desire to satisfy just complaints, I'm afraid I am going to eat the cost of this water heater.

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8:52 am EDT
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Sears sears service agreement

We have a service warranty for our LG refrigerator we purchased at Sears. The refrigerator is two years old and it stopped cooling, I called Sears and the said it would be 15 days before they could have someone service it, This is ridiculous, so I can't cool anything for over two weeks? What is the point of a service warranty? I will spend a fourtune on dry ice - no wonder they are failing.

If I had purchased the agreement directly from LG - it would be fixed.

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5:16 am EDT

Sears deceptive

I purchased a new car battery that got out of order after 2 years.
The display says that it’s got a 3 yrs. warranty period and I was sure I could exchange the battery as it still was under it.
So I brought it to the store for replacement and I was said there was no warranty guaranteed by the store. It’s pretty awkward they ignored the description on the battery. So all that's left to do was just to buy a new battery.

I am sure there was some resolution, but no one cared.

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5:24 pm EDT
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Sears laundry unit

Purchased a Laundry center - stackable washer/dryer in Dec. 2015 along with a MPA which expires 2018. Since May 2017 a tech has visited our home 6 times to fix or install parts. So far the unit still does not work. I have complained, tweeted, messaged corporate etc. to no avail.

I am told we have to reach some magic number of repair visits before we qualify for a replacement. I've been told 3 or 4 depending on which CSR I speak with. We are at 6 but somehow Sears doesn't count all of them.

Meanwhile we are without a washer still. Using a laundramat - NOTE: we live 45 minute from the nearest one.

How do I get to someone who can actually help me other than just scheduling another service call or ordering another part?

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7:58 pm EDT
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Sears kenmore

I waited two weeks for the appointment date of Aug 7. The repair man arrived and fixed the Kenmore washer with a leak that was leaking into the tub. After him trying to sell me the yearly service he was done changing a part to stop the leaking into the tub of the washer. He charged me over $200 and left. (I even tipped him $20) What a fool I was thinking it was fixed. I left to go to the market and came home to a minor flood around my washing machine. I called and spoke to an employee who told me she would have David our tech come back. I waited for two hours, no call and no David. I then call the customer service again and they tell me too late we have no appointments until next week. I told Joy that was unacceptable she said that was all she had. I told her that I did not need any more damage she did not seemed to be concerned. So I stopped payment on my check (which she thought was the right thing to do). Now I have a leaking washing machine into my wash room and Sears could care less. (This was the great repair job I got.) I will never use them again and I am pissed I gave that guy $20. The best part is that I am going to sue them for the money it costs me to repair there damage.

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11:37 am EDT

Sears washing machine order/delivery

Hello, my name is Susan Jones. I want to buy a washing machine that is not High Efficiency (HE). On July 14, 2017 I went online to Sears.com and ordered a Whirlpool Model WTW4616FW that was not HE. It was delivered on July 21, 2017 but the wrong model was delivered, Whirlpool Model WTW4616FW1. I called the online customer service and spoke with a representative and explained the situation. She re-ordered the correct Whirlpool model. On Aug 1, 2017 the second Whirlpool washing machine was delivered, and again, it was the wrong model. I called the online customer service again, and this time ordered another non-HE washing machine, Maytag Model MVWC416FW. The Maytag was delivered Aug 4, 2017, and again, it was the wrong model. They delivered a HE model Maytag. The Sears website states that both the Whirlpool and Maytag models are not High Efficiency. I called the online customer service again and told them the wrong model was delivered. I was asked to pick out another washing machine, and I told them I would research and call back. On Aug 5, 2017 (today) I called the online customer service and I have now been on the phone for 3 hours, being transferred back and forth to different departments to get this resolved. I have spoken with 8 different people this morning, and as I'm writing this, I'm on hold yet again, waiting to speak with a 9th person. The customer service I have received from Sears has been horrible. I have explained this issue 9 times now. I just want to order my washing machine and get a refund on the first 2 models, or get refunded the difference in price. I've just spoken to the 9th person, and she is not understanding what I am telling her and I asked to speak with a supervisor. After being on hold for a very long time, she came back on the line and stated a supervisor was not available. I had a hard time understanding what she was saying because her connection was not good. I told her I was having a hard time understanding her, told her goodbye and hung up. I then called the online customer service again and spoke with a 10th person. Finally, someone who was willing to help me and answer my questions. I'm sure you can understand how unbelievably frustrating this whole experience has been. If you were in my place, how would you feel? First, the wrong washing machine delivered 3 times. Second, customer service representatives who were not helpful at all, who kept passing me on from one person to the next, and who wouldn't answer my questions. Third, having to tell this story time and time again. It was so unnecessary. I kept my cool for the most part, and by the 6th person, I let them know that I was incredibly frustrated and apologized up front for my frustration. I lost my cool on the 9th person and raised my voice, but got my coolness back when I spoke with the 10th person. She was patient, she was sympathetic, and she was helpful. I have been a faithful Sears customer for over 40 years now, and have always bought my appliances from Sears. I don't think, though, that I will ever buy from Sears again due to the issues I've had this time around. My issues were not handled well at all, and not what I expect from customer service. I work in the customer service industry and would never treat my customers the way I've been treated this morning. As I'm writing this, I'm hoping that what the 10th person told me will actually happen: I will receive an email within 30 minutes of my phone call with her explaining the details of my order and refund; I will be refunded the full amount for the first washing machine I ordered within 5-7 business days; I will be refunded the amount between the 3rd and 4th washing machine ordered within 5-7- business days; I will be delivered the correct washing machine that I ordered today. If this doesn't happen, I will be extremely upset and disappointed. Depending on what happens will determine if I remain a loyal customer for another 40 years. I appreciate your time in reading this and addressing my issues. Thank you.

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10:10 am EDT

Sears "kenmore elite 48443 27" electric double wall oven w/ true convection™ - stainless steel acbbb"

To Whom it may concern:
We have purchased over eight (8) large appliances over the past 3 years from Sears. Totaling well over $15, 000.00.
Prior to reviews coming out on the "Kenmore Elite 48443 27" Electric Double Wall Oven w/ True Convection™ - Stainless Steel
ACBBB" we purchased the oven, with a two year warranty. DURING THE WARRANTY PERIOD, the bottom burner became so hot it melted foil which was on the bottom rack, and the foil stuck to the liner of the oven in she shape of the burner coil under oven liner! We called for service, which we received, HOWEVER, when the time came to replace the liner SEARS declined the serviceman to install it! He was forced to leave with our new part under warranty without installing it. Now the entire burner is shot, the oven does not work, and of course we are out of warranty! We are so frustrated with this entire process, and are unable to even speak with anyone without customer service reps. trying to purchase more warranty! We were under warranty and it didn't help! This oven has a 1* rating, obviously has MAJOR issues across the board, and certainly should be recalled. SEARS offers to come "check it out", with an $80.00 fee, which we already paid! They refused to fix the problem a year ago...while it was under WARRANTY!

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12:00 pm EDT

Sears kenmore refrigerator

We purchased a Kenmore side by side refrigerator in January 2017 and the refrigerator was delivered with 4 dents on the refrigerator door. We notified the store and they ordered a new door. As of today, the door still has not arrived while according to customer service on several occasions that the door had shipped and at one point the store owner was told the door had been delivered to us and replaced. Not so!

We have been Sears customers for many years but I can tell you this will be the last purchase we will make at Sears. From now on most of our purchases will be at Best Buy. Their customer service and prices are FAR better than that of Sears.

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7:18 am EDT
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Sears sears craftsman pro series tractor

don't recall a day when I was as mad and frustrated as I am at this moment.
A quick recap:
On May 7th 2016 I purchased my Sears Craftsman Pro Series Lawn Tractor.
On June 14th 2017 my Craftsman Pro Series Lawn Tractor wouldn't start. The warrantee ( good for 2 years) was still valid for another year so i called for a service repairman.
They set me up for a July 5th date. I tried to get an earlier appointment, but to no avail.
ON JULY 5th (the same day the repair man was suppose to be here) Sears repair service called me and said the guy went home sick. AND I COULDN'T GET ANOTHER APPOINTMENT UNTIL JULY31st ! (not a day or week later... almost a month later !)
WELL, GUESS WHAT ... IT's JULY 31st and they just called me and said my guy had a family emergency ...and the next date for a service call would be AUGUST 24 !
I tried to get the Local Fayetteville Store to help ...as they are the one's selling a product that is suppose to be under warrantee! NO HELP WHATS SO EVER !
What to do ?

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Darlene Michelle
, US
Aug 07, 2017 12:04 pm EDT

✔️BEWARE‼️We purchased the craftsman pro front wheel drive lawnmower and this product only lasted 1 year 3 months upon taking to they're SEARS REPAIR SHOP as we were informed to take to. Waiting 2 weeks later for our lawnmower we were then told that the drive pulley and blade mechanism that holds the blade is not covered not to mention the salesman says craftsmans are good and lifetime. I have learned they will say anything for a sale! Liars no wonder they are closing some stores who needs a company that cant stand by their word! Last time we will ever buy a craftsman lawnmower from any SEARS STORE, better off with the cheaper brands that we have purchased and lasted longer than 5 years! Very dissatisfied and I am spreading the word! Its not worth the price so just want to share our experiences!

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12:33 pm EDT

Sears kenmore model 110.[protected]/ ser. ct 1670853 oasis elite washing machine

I purchased this unit and the matching Elite Oasis Dryer several years ago.
The Dryer still runs flawlessly but, the Washing Machine is the worst appliance I have ever purchased.
The f1 and lD codes began after first year of ownership.
I contacted Sears approx. 12 months ago and control board was replaced at no charge due to software issue.I paid an additional amount for serviceman-recommended parts. Unit performed fine until two months ago and consistently stops in mid cycle with LD code.The drain pump works fine once I unplug unit & wait..just as the symptom before, unit will not drain .
I am a Realtor & asked about appliances I use and recommend.I have owned numerous Kenmore appliances and now would feel uncomfortable recommending this line as, I believe after researching tech sites that this is a common failure in this model and Sears has failed to take ownership by correcting a deficiency in the design.
I have a customer service background and believe in the statement:
"If you don't take care of your customers, someone else will."
I have minimal expectations of a response from Sears. As I contemplate future appliance purchase/recommendations, I await a reply.

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Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

How to file a complaint about Sears?

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.

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Phone numbers

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ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Sears Customer Service. Initial Sears complaints should be directed to their team directly. You can find contact details for Sears above.

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Use this comments board to leave complaints and reviews about Sears. Discuss the issues you have had with Sears and work with their customer service team to find a resolution.