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Sears Customer Service Phone, Email, Contacts

Sears
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Sears complaints 2942

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2:25 pm EDT
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Sears Part orders

Hello every one I ordered mower parts from Sears Parts Direct way back in July of 2016 . I received 2 mower parts in the mail the other 2 parts did not come the ship paper said back order from the mower parts vender in Texas . As of today 8-23-16 still no parts . How long does it take to get a control cable and some carb. gaskets stick them in a box and send them to my address .I made phone calls and phone calls on top of phone calls all I here is i'am sorry I'am sorry The sad part is the parts are paid for they got their money screw you WILL NOT BUY NOTHING AT SEARS AGAIN this is some of the reason they are closing stores good close them all.

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Update by rawhide8540
Aug 23, 2016 2:34 pm EDT

I think I will email the BBB and the Att. Gen. office.

Update by rawhide8540
Aug 23, 2016 2:30 pm EDT

Do not order from Sears parts direct

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8:13 am EDT

Sears return policy

On July 5th we had a range hood delivered by Sears.com. Our contractor was not able to start work on our kitchen until August 16, at which time he told us that the particular hood that we chose - FHPC4260LS 42" Glass Canopy Island Hood - Stainless Steel Size: 28.0 x 41.3 x 21.7 - was not a flush mount hood and we needed to return it for a different model FHWC3660LS 36" Frigidaire Glass Canopy Wall Mount Hood. So we immediately called Sears and we were told that we were outside of the 30 day return window by 11 days. I have never dealt with such deplorable customer service. The representative on the phone was very difficult to understand because of her accent, and I truly felt that she did not even understand what we purchased and certainly did not care about our plight with being at the mercy of a busy contractor who was unable to start our job as quickly as the 30 day return policy imposed. She kept repeating, "We have a 30 day return policy" - must have said it eight times - and I felt like she was reading from a script. I asked for a supervisor, and after being given the run around, someone came on the line that sounded just like her using the name Colleen. She, too, had a very same think accent and after asking three times where I was calling, she finally said the Philippines. I never would have purchased if I knew that customer service was outsourced. So she basically had the same script as the first one, and when I questioned that returns should be looked at on a case by case basis, she finally said she would put in a report requesting an exchange and we would hear in 3-5 days. And we did hear, this time from Zina ID#543216, who had the same spiel as Colleen about the 30 day policy. I asked her for a supervisor, and she said there was none there! Like beating your head against the wall, these reps don't have a clue what customer service is. We took the sealed box back to our local store and were told that they don't even have our purchase in their system; that Sears.com is not the same as Sears. I mean really? Seems deceptive to mean. I remember Sears years ago being as American as apple pie and having superlative customer service even as recent as five years ago. Unbelievable. Now we are stuck with a rang hood which will not work in our kitchen and all we wanted to do was exchange it with no loss to Sears. I will never purchase anything there again. Another American business that will probably close because of poor service.

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4:25 pm EDT
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Sears repair service.

I am a new home owner and I wanted to buy a washer and dryer from a company that would help take care of me if needed. I spent over $2500 on a Kenmore washer and dryer about 7 months ago. The washer machine has broken 3 times since then. The computer board just stopped working. So on 08/11/2016 I called Sears to set up an app. to fix it. They didn't have any open time on Friday or Saturday which i understood. So they made an app. on Monday for 8 am to Noon. I took a day off work just for this. I get an email at 12:01 saying they have changed my app. to 08/16/2016 from 1 pm to 5 pm. So i have to take another day off work. I called several times to explain my disgust and disappointment. The customer service was very rude and didn't care at all. So on 08/16/2016 around 4:45 pm they still have not shown up. I call and they changed my app. again without tell me from 4:30 to 6:30. Well that just was not ok with me. I had a meeting i had to go to. So while on the phone i tried for over 20 min to tell them i need help on this today. I cant be without a washer for 6 days. All they said was well you are gonna have to wait. So finally around 5:30 the Tech shows up. The nicest guy ever. After about 2 min he tells me the issue and starts looking at parts. It is going to cost $1, 300 to fix this machine. It would only cost $1, 100 to replace. The parts wont be here until 08/27/2016 and then i can make an app when they have time. This is unacceptable. I will never buy any thing from Sears again. I will make sure to tell everyone i know the same thing. Sears Customer Service is terrible. If you actually read this just know the service is horrible and not worth buying.

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2:58 pm EDT
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Sears did not fix anything; will not refund the money; no follow up

This is the main part of a letter I sent to the C.E.O., after getting no response from the Sears service line. (And the response from the CEO was a message from his assistant leaving me the phone number for the service department that I clearly wrote had been ineffective.

I called to get service for both my range and my refrigerator/freezer. Two different technicians were sent at the same time, one for each appliance (which on its own seems incredibly inefficient and costly).

The technician for the icemaker came first. He found some bread in the area of the icemaker, which was blocking the ice. He pulled out a drawer with a drain and said, "here, rinse this out." I was surprised that he gave it to me to do and at the brusk attitude, but went ahead and began rinsing it. At the same time, the technician for the range came. I said I was going up to talk to him, and the fridge guy told me to finish rinsing the part. I handed it to him and said I was going to talk to the range guy. He again told me to finish, and I again said that I was going to talk to the other guy.

When I set up the service for the range, I had told them on the phone that there was an error code and they said that they knew the part that would be needed and they would try to get it on the truck. I also told them that I was having people over on Saturday (it was Monday when I made the call) and that I really needed the range to be fixed by then. The part was not with him. He said that I would probably get the part in 24 hours. I showed him where smoke and soot had come out of the control panel. Meanwhile, when he went out to the truck, the fridge guy said that the range guy should really check other parts also to see if they were bad. When the range guy came back in, I asked him repeatedly to check the rest of the range and he kept insisting that this happens all the time, that he knew exactly what was wrong, and that there was no need to. I was given an estimate of about $225 for service and labor.

Back to the fridge guy. I went back downstairs and he had replaced the part I had been rinsing. He said everything was fine. I asked him if he checked if it was working and he said no, but it would be fine. I don't know if the ice had to build up or if he just didn't want to bother, but since I had to get back up to the range guy, I said ok. A week later when I went to use it, bread was still coming out and the ice was not.

The part for the range came 2 days later. I had the service appointment scheduled, and then Sears called and said that even though I was scheduled, there were no technicians in the area so they were re-scheduling me for the next week. I told them that was not okay and after about 10 minutes going back and forth, they said they would try to send someone out, but did not give me any time frame, so I just had to wait all day, not knowing if anyone would show or not.

When the next technician finally arrived, he opened up the back and told me that there were parts that were burned and had to be ordered. If the first technician had bothered to look, he would have known that, too. If the part had been on the truck the first time as requested, he at least would have tried to install it and seen that new parts were necessary at the first service call. This tech said that he would rig something, which did not make me feel very secure, but he said it would be fine. Then he realized that the part ordered was a different size and because of the burnt pieces he was not able to. Next he told me that the front display piece had melted and normally they would just peel it off, but it was going to look bad now. So, he peeled it off and said, “See how bad it looks?” Then he said he would try to fix that. He tried putting some black electrical tape on the edges (it's a white stove). He put it on crooked, then put the piece back and said, “See it looks fine now.” It did not, but I admit that he did try to make it work. The estimate with the new parts went up to almost $400. If I had been given that estimate at the beginning, I would have just bought a new range. Now, I had already paid about $165 and this technician said that he couldn't leave until I gave him the remaining $55 (approximately). I said that nothing had been fixed and I shouldn't have to pay and he said I had to. I was already late for picking my kids up from school, so I ended up paying him just so he would leave.

When I returned home, I spoke with a supervisor at Customer Service, who said he would call me back in 30 minutes. I told him I was wary, because of all the problems I had had so far. He said he understood, but to trust him. He never called back. He also said I would get a call in 24-48 business hours about the requested refund. I never did. I was later told they sent an email. I never received an email, and again was not told to look for an email, but to wait for the call.

I have asked for a refund on the whole range incident and was told they would give me $65. That does not seem fair, as nothing at all was fixed.

As for the icemaker, I was told that another technician would be sent out. At this point, I think the motor may be damaged or was taxed by the clog, but I was told that no one will check that. And I can't say I have much faith in the technicians at this point.

And after all, of this, I get a call from Sears checking on how the service went and when I told them, they recommended that I buy a warranty to cover repairs in the future so I won't have to go through this again.

December 2015; still no resolution August 2016

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Reveal Lies
Fox River Grove, US
Aug 28, 2016 9:22 am EDT
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Note that this person received NO responses from the Sears' team at all. Where are you, Sears? Playing games with customers by simply ignoring what are obviously BIG problems with your products and pathetic service, or lack thereof?

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10:51 am EDT
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Sears safety hazard

I purchased a Kenmore Elite refrigerator Model #795.[protected] & Serial #604-KR01810 several years ago. During that time the light bulbs have burned out numerous times and been replaced. This past time the light cover melted and the area where the bulbs attached became warm enough to cause bubbling of the plastic at the top inside of the fridge. After doing some research, I learned this a known problem and is a known electrical hazard.

I further learned there is possibly a class action lawsuit as it relates to this matter, as well as this product is more likely than not under a recall. Some thread forums reference calling Sears warranty and/or recall hotline at [protected]. I can attest after making such a call and speaking to a person in Asia that they were more than happy to schedule me for a service call for a diagnostic fee as well as parts and labor. He was either unwilling or unable to look up the product by the serial number and model number to confirm the validity of the recall. His belief of the definition of a recall was if multiple calls went to the same location, this was a recall. He was also unwilling to give an employee ID transfer me to a domestic call center.

As a single father with a handicapped child, a burned out fridge light bulb is more of an inconvenience than a major emergency. Obviously, the threat of a fire outweighs our need for a light so we will forgo replacing the bulbs again until we can gain more information. I would truly love any help that can be provided including information on the class action lawsuit, the recall, or an appropriate way for resolution.

I have attached a link below that references one such discussion thread:
https://community.sears.com/Discussions/Single_question_detail/All/Allquestions/I-had-light-bulbs-burning-nonstop-in-my-Kenmore-Elite-Trio-refrigerator--I-called-Sears-two-days-ago-and-was-told-that-it-would-take-7-to-10-business-days-for-the-part-to-come-in--I-wonder-what-part-they-were-referring-to-as-the-entire-ubulb-unit-has-be

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6:41 pm EDT

Sears terrible customer service

I purchased a 28cu ft French door refrigerator from SearsOutlet.com. The policy when purchasing for $1, 300 stated that i would receive the fridge in 10 business days or less. The description, that was given to me and is posted on the order confirmation page on their site, states that the fridge had a dent on the left side, a scratch on the front and scratches on the side, when i received the item, a week past 10 business days, the fridge has 7-10 dents on front, 15 or so dents on the side of the fridge, the plastic covering, that covers the door hinges is cracked and loose, swirly scratches going from the top to the bottom of the left door, the door to the bottom freezer comes off if you lift up on it to open it (two small screws, one on each side to hold the door on is missing), oh to include the dent on the side. Also i cant plug the fridge in to even see if it works, because the three prong (suppose to be) power cord plug is completely missing the ground prong and one of the two prongs that are there is loose. So basically i have a HUGE dead weight sitting in the middle of my kitchen. The fridge was shipped from a store in Nevada, to an outlet store in El Monte, CA. When i finally found a number to the store (customer service told me on at least 5 occasions that there was no number to the store) i called and spoke to a manager. I informed him that my order stated to include the shipping company told me that the fridge was delivered to them on July 26th. He informed me that no fridge fitting my order was delivered to his store, but he would check the warehouse and call me back. I received a call back the next day and he informed me that the fridge was sitting in the warehouse, and he wasnt aware that it was there because he didnt have any receiving paperwork on the fridge, so if i wouldnt have gotten a number to the store, it would have never been shipped to me, because he had no record of it. I finally received the fridge yesterday with all of the cosmetic issues described above. So i called customer service back (which is the biggest joke of a CR that i have EVER experienced). After being on the phone with them for two hours, because at one point they cant understand anything you say, then they just keep repeating everything you say to them, then asking you the same questions over and over even though you have answered it several times, then placing you on hold and coming back and asking you the same questions over again, to not allowing you to finish a sentence, without them interrupting, they finally settled on a supposed max discount of $150, plus a $50 gift cert. to Sears, because it didnt have a filter for the fridge either. They insisted that they transfer me to the in home service department because i purchased a separate in home protection plan to have the cord replaced, so i can even see if the fridge works. Unfortunately i didnt have the opportunity to deny the delivery because when the guys showed up, i called CS and they gave me the run around until the delivery guys left, and if i denied the delivery, it would take up to 10 business days again (i have to wait until the fridge makes it back to the original store in NV before that store will then issue a refund and the delivery charge would not be included in the refund), to get my money back, even though it only took them 10 sec to take the money out of my account. So after transferring me to the in home repair, which i was also on the phone with for 45 mins to an hour, they told me the soonest they could come out would be on Wed, Aug 17th, which means i would still be without a fridge for almost another week. I asked to speak to a manager and received the ONLY person i have talked to (out of the 10 people or so i have talked to in the last two weeks)name Allan, that appears to have any sense of compassion or awareness of what customer service actually means, tried his best to find a sooner date and called over to the dispatch team to try to escalate and informed me i would receive a call this morning, telling me when a tech could come out. Of course the morning came and went and i didnt receive a called, so i called customer service back only to have to tell them the story all over again and go through the same incompetence of the "offshore" non-customer service team. They then blindly transferred me back to the in home service team, which informed me that nothing can be done to get a sooner appointment. I then requested a manager again and she informed me again that nothing can be done. I asked if she could call over to the dispatch team to see if anything has come up and she told me no, because the manager already did yesterday, so whats the point. I informed her that if another manager called over with a sense of urgency in customer service sake, maybe it could help. She then said "i informed you of all the information i have" then hung up on me. I then contacted what i thought was the corporate office (even asked if it was the corporate office when they answered). She was an English speaking woman that was very compassionate about the issue and understood my frustration and tried to contact various departments to see what she can do, but in the end, ended up blindly transferring me to in home repair again, after telling me the $150 promised has not been approved and/or issued and she is not sure when or if it will be. I also informed her that i never received the email for the $50 electronic gift certificate that was promised to me and she said i will confirm your email, placed me on hold, then blindly transferred me. Got another person that seem to understand English, to include most of what i was saying, because he just kept repeating everything i said, like a parrot. I finally got him the understand me asking if there was some way that they can just send me the cord and i can install it, because i looked up the cord on amazon and its a plug and play power cord. He told me that i can use $30 of the $150 they are giving back to me (which by the way have not yet been approved and/or issued) to buy the cord and install it. I informed him that i paid for a WORKING fridge and received one that is NOT working and i AM NOT spending money out of my pocket to fix a fridge that i received that does not work. I asked again, if they could send me the power cord from Sears and he then told me to contact the parts direct. I asked him after being on the phone for over 6hours in two days, not to mention the countless hours on the phone prior to this damaged fridge arriving, why should the customer have to call parts direct and inform them all over again of the situation. Wouldnt it be proper customer service if he called and informed them of the situation to get the cord ordered. He then called parts direct and they informed me that the cord would come in 3 business days, which is Wed as well, which is when the tech is SUPPOSE to come. So i still have a 28cu ft paper weight sitting in the middle of my kitchen until Wed, and still not sure if it even works at all. Meanwhile the $150 has not been approved or issued according to the the lady from "corporate", nor have i received the $50 instant (always thought instant meant INSTANT, which means i dont have to wait) electronic gift card for the water filter. So i paid $1300 for a working fridge, spent over 6hrs on the phone in the last two days, to include countless hours prior to the delivery to find out what was going on with the fridge, only to have a huge dented up paper weight, sitting in the middle of my kitchen. The customer service is useless and i dont EVER plan on purchasing from Sears again and if this is not fixed before Monday i will post this same note on EVERY social media site i have that has many followers, to include filing a complaint with BBB, and any other authoritative organization that handles customer complaints.  This is ridiculous and the entire "offshore" customer service department needs to be replaced because of sheer incompetence. 

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7:04 am EDT

Sears kenmore built in oven model 790

I wanted to call your attention to what I believe is a serious defect in the Kenmore built-in oven we purchased from Sears in December 2011 (Model 790.) As you can see from the attached photo, we have experienced what can only be categorized as a serious product defect, with the lower bake element twisted to a spaghetti shape under just normal oven use. My suspicion that this was an unusual defect was confirmed by the applicance technician that told us they had never seen such an extreme burnout of an element - - particularly in an oven so young. Given the extreme damage, he believes the thermal cut out may be blown - - and that there could even be damage to the oven control panel. I believe we were actually lucky that we did not have a house fire over this defect - - and wonder how may other cases exist out there that may have not been so lucky. I have reached out to Sears on this, and I have received no response in just over two weeks. I followed up again this morning, but wanted to now at least warn others of a possible defect in their oven that they should have a technician take a look at as soon as possible to avoid a potentially tragic accident. I've asked that Sears at least take my product defect complaint seriously, and that they explore whether or not they have a wider spread issue with this Kenmore model before any serious accidents occur.

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1:45 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Sears kenmore model 79023 bottom freezer fridge

I have a brand new Kenmore model 79023 Bottom Freezer Fridge, it was delivered on 7/30/16 by 8/7/16 I am noticing a very foul/sour smell. My fridge is 8 days old. I will not be having a new Fridge serviced I will be calling Sears and returning it. There is nothing bad in my Fridge. I think its a defective ventilation system. I am not a fridge tech but I am in IT so I am technical. This is the only logical explanation I can find for an 8 day old fridge that has fresh food and was cleaned even though it was new when it was delivered.

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Resolved

I decided to put a container of baking soda in the fridge and so far it seems to have resolved the odor in my brand new kenmore elite refrigerator that was only 10 days old. It may have been the smell of the food such as broccolli and other veggies that probably chemically interacted with the new materials which were causing the break-in odor. The fridge has more of a neutral smell now. So I don't want to hurt Sear's reputation and give credit where credit is due. They have always treated me fairly as a customer.

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8:51 am EDT

Sears pick up service - toms river store

I ordered a portable air conditioner on line for store pick up. The on line service asks you to name an individual who you want to pick it up. I put my contractors name and phone #. When he showed up they would not give him the air conditioner. I told them that I put him on the order. They said he needed a receipt. I told them that the receipt was emailed so I will forward and they can print it out. I talked to an EXTREMELY NASTY assistant manager by the name of GARY who would not give out his last name and told me that I was not listening to him and that the person picking it up needed to come in with the receipt. I told GARY that the receipt was emailed to me and that receipt also says it can be picked up by the person who is there to pick it up. I asked he let me email it to him and print it and allow the authorized individual to take the air conditioner with proper ID. He was screaming and yelling at me that I had to come in person and pick it up and if I didn't have my receipt then I could not have the air conditioner either. Absolutely, BAR NONE, the POOREST service I ever received in my life and I will never buy another appliance from that store!

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11:02 am EDT

Sears return

I live 60 miles away from the nearest Sear Store. I don't get out of town a lot due to driving so faraway. I bought a night grown in June and wanted to exchange it. they were the same price and all I needed to do was get a smaller size which they had. The clerk told me she couldn't do the exchange because my receipt was out of date. I returned a blanket to another Sears store which was 70miles from my house which I purchased some time ago and I explained to the clerk how far away I lived . It was a couple of weeks after I boughtit and she glady helped me out and refuned my money in which I made another purchase. I work in Customer Service and the Customer comes first. I just wanted a different size .Your return policy states Most items have a return policy of 30 days but may very. I don't see anything about exchanges unless I didn't see it . Ive read it and cant find the exchange policy. Ive been a customer for over 55 years. All I wanted to to is have a night gown that fit me now it sits in a bag and 30 bucks down the drain. Very unhappy with your service.

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4:28 pm EDT

Sears home service technician for refrigerator

I am completely disappointed in the Sears Service Department. To whom should I speak with for an intelligent answer as I have already spoken with at least 6.

We had a service call in to Sears to fix our refrigerator and this is the sequence of events:
Technician was to arrive between 1-5 on 8/2. We received a call around 4 informing us the technician was on his way. He didn't arrive until 5:25, obviously too late to complete the repair. But this repair man stated we would receive our service between 8-12 the following day (8/3).

On 8/3 at 11:00 am we received an automated message from Sears indicating we would receive service the following day (8/4) between 8-12. Did Sears forget to set up the appointment? Never received an answer.

On 8/4 @ 9:30 am we received another automated Sears message telling us the technician was on his way. When he didn't show up in an hour we called Sears and they told us they would find out what the problem was and call right back. An hour later, still no response from Sears so we called yet AGAIN but this time we were told that the technician had cancelled our appointment. The individual I was speaking with had no clue how to help so I asked to speak with her supervisor. This alone took 15 minutes. The supervisor also had no clue as to why a technician could arbitrarily cancel our service appointment. Obviously Sears is not equipped to fix the refrigerator we bought from them.

We are still waiting for a response. I am hoping by writing you I will not have to further my complaint.

Sent from my iPad

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Wine Is Good
Wine Is Good
, US
Aug 04, 2016 5:23 pm EDT

It sucks, but sometimes repair people get stuck at a call longer than they expect. Sometimes, issues with repairs come up and they need more time. That is why you do not get a specific time for an appointment. Still, other things can interfere. The technician can have an accident, get rerouted for an emergency, get stuck in traffic behind a wreck, etc. When they do not call you is when the customer service is bad. Be patient. I am sure they will get to you as soon as possible.

Of course, you always have the option of taking your product to be repaired yourself.

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7:23 pm EDT

Sears the warranty department

I will start by saying our whole family has bought almost all out appliances at a Sears store. My complaint is the my elderly 90 and 87 year old in-laws purchased a television and bought the protection plan with the thought if something was to go wrong with it it would be takin care of. They had Sears people come out and look at the television and was told it was non repairable. Then they left this was on June 15th of this year and it is now almost August 4th. I went to our home town Sears and they pulled it up on computer and said you need to contact the 1-800# because it looks as if the work forms were never processed. I believe that was on July 31. My sister in-law had already tried dealing with them and didn't get anywhere so I took it over. She gave me the provider# and I spoke to a Nichole and she told me the same thing and said to call this other # the following day. I spent my whole lunch hour on the phone for them to tell me they didn't follow through on the paper work so now have to start all over and send somebody out again after waiting 6 weeks and finding out they didn't do their job. So still my in-laws have no television after paying extra to take care of these problems. I would like one of the same value sent to our store in Cameron Mo. They are not able to go shopping for a new television. For all the inconvenience it should be sent to our Sears store. Loretta Seuferling

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2:59 pm EDT

Sears sears preventive maintenance scheduling

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I called to schedule preventive maintenance for my year-old fridge on 8/8/2015 at 10:30 a.m. I was informed by Kevin that there were no appointments available. He said he would expedite my call and have someone call me by 11:00 a.m. on Monday, 8/10, with an appointment.

Having not received a return call, I called to try again to schedule on 8/13 at 6:50 p.m. My call was answered by one person who said he couldn’t find our account. I gave him our address and phone number. He said he needed to check something and then disappeared without telling me anything. A few minutes later another person answered (I think Alex) and he also could not find our agreement using our phone number, but he did find it using our address. He scheduled our service for August 26, conf #[protected]. He said from now on, I should not call [protected], but to call the direct line which he supplied to me.

8/25 - I received a confirmation call for our appointment but it was breaking up a lot and I could not hear what they said.

8/26 - I called to confirm the confirmation. I was told that yes we were on the schedule but there was no technician in our area today (the day of our appointment) and we needed to reschedule for the next available appointment date in our area, 9/16 - three weeks later.

8/27 - I received a call from a 3rd-party servicer. They told me that Sears does not have a Sears-employed technician in our area. All Sears service for our town is contracted out to this 3rd-party servicer, who only services our town on Tuesdays. They wanted to change the appointment to 9/15. I agreed.

9/14 – The 3rd party servicer called to confirm they would be there on the 15th. They told me that one of their technicians lived in our town and would like to come by on his way home from work around 5:30 p.m., if that was alright with us. They also asked if we had our own filters for replacement service or if they should bring us some.

9/15 – The 3rd-party servicer called to confirm their technician would arrive around 5:30 p.m. He showed up a few minutes early. He was pleasant and knowledgeable. He gave us tips on when to change filters and was very professional.

I wish I could schedule directly with the 3rd party company.

Because of the above, I did purchase a washer and dryer, a stove, a microwave, and a dishwasher all from Sears but did not purchase the maintenance contract on any of them.

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2:19 pm EDT
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Sears paid for tires, no tires and received bad customer service, day off for nothing

I ordered 2 tires back in July with an appointment to be installed today, August 2nd in another state. So I took a day off and drove with my kids to another state to have my bad tires changed. Once there, they didn't have tires, non-appologetic, said it's not there yet. I said I got day in advance confirmation from you guys saying they are there and reminder to be there 1pm exact, so I confirmed and showed up. I got unpaid day off (lost $400 I could have made and lost day off) . Then I called 1800 # for Sears and spoke with representative called "Minnie" that said I can cancel my order there is nothing she can do, and was rude additionally saying there is no manager there, in confrontational attitude, very disrespectful. I've been years long cistomer and never experienced anything like it. I took a day off unpaid to make it to this appointment in another state. Very dissapointed as to what Sears has become. No one to help loyal customer to BUY a product! Money they took alright.

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7:37 pm EDT
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Sears Part was shipped to the wrong address

Ordered the part on July 28, 2016. Paid for expedited shipping to have the part arrive on August 1, 2016. Checked the order entry for errors and submitted the order. I received an email from Sears PartsDirect showing the correct shipping address.

The order failed to arrive as expected so I used the companies tracking system to find out the part was not sent to the correct address.

Customer service took 45 minutes to let me know that they would not do anything about it since I was the one who entered the shipping address. (I have an email verifying the correct shipping address so they are wrong)

I recommend looking elsewhere. Do not use this company.

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fhaverst
, US
Nov 15, 2018 1:47 am EST

9/15/16
order number [protected]
sent to usps
they have no record of receiving item
sold by aps mfr#od-1000
part # spm7367880303
tracking number 92748999997686513008242630
where is my product?

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12:18 am EDT

Sears customer service during refund

Needed to replace an Air Compressor that I use for my motorcycle tires & found an inexpensive unit ($19.99 + tax) at this Sears location. I trusted the description on the box about easy to read gauge & without opening the box I made the purchase. Once I arrived home & balanced my checkbook which included shredding of receipts, I opened the Air Compressor box and realized the gauge was difficult to read based on size & varied incremental markings. I contacted the Sears Outlet representative (Male employee) & explained my issue asking if this item could be returned. I was informed that if I had the same card used for the purchase this was possible. After returning to the Sears Outlet the same Cashier (Female employee) that sold me the item less than four (4) hours earlier, used my card (Same one used for the purchase) in the card reader on the counter & on the cash register & scanned the Barcode on the box then offered me $14.99 + tax refund. When questioned why $5.00 less than the purchase price I was informed that because I didn't have my receipt & there is no record of a purchase using this card. I departed the store very confused for two (2) reasons. 1st - I called prior to returning and if there was a No Refund without receipt Policy I would Not have returned. 2nd - Why was this unit scanning for$14.99 ($5.00 Less), when it still had a Sear Outlet applied Price Sticker of $19.99?

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8:41 am EDT

Sears riding lawn mower

On 7/18/16 called for lawn mower repairman. Would not start. They came next day, repaired in 30 minutes. Paid over $200. Worked few hours an quit. Now take over 2 weeks to repair what is already paid for. Hurry to get my money an leave. Very unhappy with their way of doing business.

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3:26 am EDT

Sears bathroom remodel

We started renovating our home last week. We started with the smaller project of our master bathroom. We were sold on the sales team that came to our home and showed us what Sears Home Improvement could do. Unfortunately what was sold to us and what we received are two very different things entirely. When we entered into the contract we told the sales associate, Matt that our time was severely limited and work needed to be completed according to the agreed upon schedule. The dates given were July 11, 12 and 13th, 2016. I was able to take these dates off as vacation. What we purchased was a sink, toilet, medicine cabinet, with lights, and wrap around for our shower, plus flooring for our kitchen, hallway, and bathroom, for a grand total of $8, 200.00. On the first day of the project, Monday, July 11th, the contactor told me he had the incorrect medicine cabinet/mirror and that this item was damaged, having a chipped mirror. He stated he would install this cabinet until the correct one came in. I agreed and Stephanie Gilmour, Project Manager, was contacted and informed of the situation. She assured me the correct medicine cabinet/mirror, with lights, would be ordered. Fortunately for us we also have an exhaust fan with a light, or we would be showering in the dark. The contractor completed installing the new toilet, vanity, with sink, and shower wrap around on Monday afternoon.

On Wednesday, July 13th, the vinyl floor was to be installed. After the installers rolled out the vinyl on the front lawn it was noticed the flooring was damaged and not suitable for installation. This was mistake number two on our project. Needless to say, our confidence with Sears Home Improvement was diminished and we called the project coordinator, Stephanie Gilmour, and asked her to bill us just for the work that was completed. Stephanie had Pete Raddi, Production Manager, call us, who basically stated “Glitches are expected to happen with home improvement projects.” My husband told him our time is valuable and limited as we both work full time and at $8200.00, glitches are not acceptable, as was his nonchalant and condescending attitude regarding the errors that his team made. He further told us if we cancel the contract for the flooring, we will be charged a restocking fee of 30%, which comes out to approximately $600.00, for the damaged flooring. Now, what company is going to restock “damaged” flooring? We built a home in Arizona while living in Connecticut and did not have one single “glitch” and here, we are only trying to renovate our bathroom and put down new flooring.

The worst was yet to come and was revealed on Thursday night, July 14th, three days after the bathroom work was completed. My husband went down to the basement and noticed water covering the basement floor. He had me flush the toilet, run the sink and then the shower. The shower was flooding the basement when turned on and had been doing so every time we used the shower during the previous three days. We had boxes of winter clothing stored in the basement which are ruined as are copies of my husband’s military service records, which covers 22 years of service. First thing Friday morning, July 15th, my husband, who had to call out of work and take a vacation day, called Pete Raddi and told him of “glitch” number three. Pete sent someone out who told my husband he could not fix the problem; and “Yes there is a problem.” He called Stephanie who contacted a plumber to come out on Friday afternoon. The plumber spent three hours fixing pipes that should have never been broken in the first place. After surveying the situation, the plumber said the brass nut that holds the shower pipe to the water line, forming a solid connection, was broken. He went on to say the hole placed in the shower wrap around for the shower arm was measured incorrectly and was off by a half inch or so. He said the only way the contractor, Vladimir, could get the shower arm to line up with the hole was by using force to jam the pipe over far enough for the shower arm to line up with the hole. The plumber had to chip away at the wall and make the hole a half inch bigger so the pipes would be properly lined up so he could make a solid connection. No one from Sears has contacted us about this damage even though they know there is water damage, because the plumber told Stephanie Gilmour what had happened.

At this point, all we want is the correct medicine cabinet/mirror, with lights. We do not wish to continue this dysfunctional relationship with Sears Home Improvement. After three “glitches” on one project, resulting in damaged property, what reasonable person would want to, or be expected to? If we call our insurance company and submit a claim, they will just subrogate it to your insurance company. Considering this, maybe it is time to come to an amicable agreement and end this relationship. How can three things go wrong with such a small project? Pete Raddi, based on his comment, “Glitches are expected to happen with home improvement projects, ” is indicative of one who accepts mediocrity. At $8200.00, mediocrity is not acceptable. We are extremely disappointed in the way this situation has been handled and the way that Pete Raddi told us, go ahead and cancel the flooring and we will charge you the $600.00 restocking fee. Why would you restock damaged flooring? At this time we are asking for the correct medicine cabinet/mirror, with lights, cancelation of the flooring without any costs to us and a 35% discount on the work that has been done, to compensate for the vacation time used and that will be used due to these “glitches.” Is this the way you would like to use vacation days? Stephanie Gilmour said some projects go off without a hitch and some projects are the projects from hell. Well, this has turned out to be the project from hell.

Again, all we are looking for is the correct medicine cabinet/mirror, with lights, cancellation of the flooring without any costs to us, and an amicable end to this relationship.

We don't want Sears back in our home especially when they want to charge us a 600.00 restocking fee for their damaged vinyl flooring

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5:37 pm EDT

Sears home repair and warranty on kenmore elite refrigerator

Do not ever buy an appliance from sears. Repair / warranty service is so far beyond the worst i've ever seen. The freezer, which was less than a year old, stopped working on june 13. It is now july 25 and the repairs have been so ineffective that now neither the freezer or refrigerator is working. This is after sears has been here 3 times, ordered and replaced per the technican "almost the entire unit" and it is still not working. Their offshore call center just gives the run around including the latest in saying that "after 3 appointments they will replace the unit" but then sears categorizes separate appointments into a "rescheduled appointment" because they had to order parts. If you question or ask to speak to a supervisor you get more runaround and often then will transfer you back to the start of the queue or hang up on you. The latest I was told is the 3rd technician may again decide to order more parts which would require a 5th appointment. And then after that he can submit documentation for a replacement to be considered (Which would take a 6th appointment). Ridiculous. Do not ever buy an appliance from sears. Repair / warranty service is so far beyond the worst i've ever seen. Just replace it.

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2:29 am EDT
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Sears kenmore elite refrigerator

The front panel display has stopped and the refrigerator is only several years old. We have purchased appliances from Sears for years. We have tried resetting. I was disappointed, after researching this problem that it is a common problem for many. There is a faulty wire inside the door of the refrigerator that causes the displays to completely go out.

We can no longer control the temperature of our food and it is ruining. We cannot use the ice or water. Less important, but important nonetheless.

My concern is not being able to keep our food at an appropriate and safe temperature. I have 2 special needs children with dietary requirements, as well as an 86-yr-old grandmother that lives with us and she has an intestinal device that requires her to eat appropriately.

I am very frustrated, as I am at a dead end of solutions. Is there anything you can do to help this situation, considering it is a known factory/manufacturing defect.

Thank you ever so much for your help!

Many blessings!

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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.
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.

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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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  1. Sears contacts

  2. Sears phone numbers
    +1 (847) 286-2500
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    +1 (877) 550-9254
    +1 (877) 550-9254
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    3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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Sears Category
Sears is ranked 15 among 66 companies in the Department Stores category

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