Sears
Reviews and Complaints

I purchased a boxspring/mattress set from Sears in late May. Delivery was due on June 1. June 1 arrived, only mattress was delivered, the receipt did not show a separate item for the boxspring. Back to the store, worked with Allison and Bryan (Allison saved Sears this $1, 000 sale!). 2nd delivery attempt - both items arrived, it was pouring rain, the delivery crew put both pieces outside of the truck ON THE ROAD. Bottom of boxspring got soaked. I said something to the delivey crew, they said it would dry. They also knocked off my wall a print I had purchased on a trip to China and broke the frame. They tracked mud and water into my foyer, and were not even going to wipe off the plastic covering of the two items before bringing it upstairs. I made them. They had nothing to cover their wet shoes. I called Sears on June 8 and complained about the wet boxspring AND the broken frame. They replaced the boxspring (several days later and I had to take off more time from work!). I was supposed to recieve a phone call with a Damage Claim number for the frame, but did not. I called back the same day at 7:40 pm, got a damage claim #, and was told I would hear from them in 3-4 days to resolve the claim. It's now one month later and I still have trouble getting through and have not received a call back. Tonight's example: 1st. call - 6:25-6:30pm - on hold, then disconnected. 6:30-6:45pm - on hold, talked to an employee, put on hold, disconnected again. 6:50 pm - on hold, disconnected again. I want my picture frame replaced and since it was one frame in a matching set, the frame for the other picture will need to be replaced as well.

I called Sears Monday (07/08/2013) about my new Central AC installed 05/14/2013 failure and requested a service call. On tuesday a serviceman came and checked my AC unit and told me the compressor was bad. He couldn't get to it that day (07/09/2013) and scheduled a repair for the following day (today-)7/10/2013). I called this morning aftre a few hours to find out when they would be here since I was told they would be here. After talking to 3 different people I was finally told that my work order had been canceled because they couldn't decide on who was responsible, Sears or contractors that installed the unit. No one had taken the time to inform me of this. The truth being they all ready had my money and was more interested in working on installing units for other customers first.After I talked to one more person I was informed that they could get me on friday. I think I have been given the run around about my AC being repaired. The serviceman called about 1pm this afternoon but I missed the call. He called again at 2:30 pm and we talked. it was very dark outside from a storm moving into the indy area, he said he couldn't work on it because of the threat of rain which I could understand. What I didn't understand was when he said it would be friday before he could get to it and went on to explain that they had someone lined up that had been waiting for a couple of weeks.Again $$$ is the reason in my book since they had mine already I go to the back of the line, does Sears expect me to believe they only have a couple of repairmen to install ACs or repair them? Or am I getting the run around because i complained? I was in the Sears store at Washington Square Mall looking at new stoves, I even have a couple of pictures on my phone of two that I liked. Guess what? They have lost that sale because of this problem. If they expect to stay in business they need to correct some problems. I will no longer endorse any product that Sears sell. I also have bought tools )Craftsman) for the last 45 years. not any more. If you would like you can also share this with anyone at Sears. I can't as of yet find a complaint department on the Sears products. I will try my best to let all my friends know of the problems I have had with them.

Kenmore Elite French Door Refrigerator Model 795.72053.110
Bought 2/2012.
We have had problems with the in-door ice maker - it is finicky about actually freezing the water and dumps water rather than ice. Any time the temperature changes in the house the ice doesn't freeze and the maker dumps water through the works, which causes more problems.
However, as of tonight the fridge seems to not be cycling - the food is getting warm and the frozen items are melting.
I tried unplugging for 30+ seconds, plugged back in. Vacuumed the coils first of course.
This fridge is barely a year and a half old. What the heck? Have Kenmore products really gone down-hill? I expect a fridge to last more than 1.5 years. Our old Kenmore lasted 10+ years.

Sears Protection Plan- Makes it very complicated to get a replacement when an item breaks.
Instead of just taking the item back to the store, they say you have to get a prepaid mailing label, place the item in a box, and mail it back to them. Then when they receive it, they'll send you a gift card to buy another item. They tried emailing the label to me-- I never received it, tried two different email addresses, it did not work. They said they'd send me a label in the mail-- never got it. Called back- and while on the phone tried them emailing me again-- nothing- it would not go through- so I emailed them and they sent me a reply. Their "reply" was supposed to be the prepaid label- but it was only a link to their website where I had to register my claim. They then said I should go to a UPS store, and have the UPS clerk to call them(the Sears Protect Plan) and ask sears to email THEM the prepaid label, while I wait there with the box to return. HA! I said I'll just take it back to the store-- they said NO! NO! Do NOT take it back to the sears store-- because they're "system" is not they same as theirs and they will not be able to email them the prepaid label.--- but I'm supposed to go to a UPS store and ask the clerk there to spend 1/2 hour on the phone with sears to get them to send a label to UPS? They're crazy-- and it sounds fishy to me-- SO I take it to UPS store-- and they look at me like I'm crazy-- they don't have time to call sears and get them to email them a prepaid label-- there's 10 people waiting in line---So I take the bull by the horn and take the damn product BACK TO THE STORE WHERE I BOUGHT IT-- it's the only thing that makes sense. They gave me a replacement product with no problem. So the Sears Protect Plan that you have to contact by phone or email is a crock-- ie. a big run around-- You can not get your product replaced by going through them.

In December of 2012, I purchased four new Goodyear Assurance Fuel Max tires for our little Ford Focus FX5. I just noticed about 3 weeks ago that there was a bubble on the side of on of the front tires. So we went to Sears and they supposedly ordered a new tires on June 3rd 2012 of which I would have to pay $79.22. We were going to a high school graduation in Wisconsin on June 12th. My grandson took two weeks off work to go with us. We got a call from Sears on June 6 saying our order was in. Assuming it was the tire my grandson went in on June 9th to get the tire replaced. Well there was no tire but they checked and it would be there on Monday or Tuesday. We have continued to check with promises that the tire was shipped. I finally went on Friday June 14th because it was supposed to be there but alas it wasn't. The tire had never been shipped from there warehouse in Washington. So we have now missed the graduation and my grandson has used up over a week of his vacation! I am furious. Plus, I was looking at the other front tire and it is showing wear around the edges. When I purchased the tires I paid for a front end alignment. Now I'm wondering if it was ever even aligned. I have called again today but the phone just rings and rings. So I called to speak to a store manage and the phone has been ringing for 14:43 as I write this. :( I will not purchase tires from Sears again. They have ruined our vacation and my confidence in them.

Sears decided to close their hardware store in Vernon that was next door to a K-Mart. Supposedly K-Mart would carry all the same items, they do not, not even close. I needed a replacement mower blade for my lawn mower I bought from Sears Hardware Store 7 years ago. I went to K-Mart and they only sold generic multi mower blades, not the specific blade for my mower. I also look to buy different types of tools all the time and now have to go to Home Depot or Lowe's (who are also basically next to each other) for tools. Going to the mall to see if the Sears store would have what I want is so inconvenient along with not having the specialty store. I have only gone to a Sears store once since they closed their hardware store and cant say i would go there again. I am getting ready to remodel my kitchen and looking for a new stove and sink, guess it will be Home Depot or Lowe's.

Dear Sir/Madam:
I bought some staffs and paid by cash to saleswoman for the first time in sears company located in Steels near Don mills In Toronto.
She asked me whether I would like to have sears master card and then she issued and after a while I received the card. However, I received an statement showing that I have to pay that money (again) !. Unfortunately, I dont have the recite with myself, but if you check the recites of that branch for the day that I bought staffs, you will find out that I paid (as I mentioned that it was the first time I bought somethings when the sears financial card was issued) . It was in Feb. 2013, my statement start from 13th Feb 2013, my card number is [protected] and my name is Vahid Kianifar.
I am looking forward to hearing from you soon.
Sincerely yours, Vahid Kianifar

On Wednesday, April 17, 2013 we met with Terry R., a Sears representative, in order to purchase a garage door and have it installed. We agreed to purchase the door and my husband, Daniel, used his card to pay for it, Mr R.informed us that it was approved and that the door should be ready in a week.
Two weeks passed and we did not hear from Mr.R. On Wednesday, April 24, we decided to call Sears and see what progress was being made. My husband spoke to a supervisor named Sara, who informed him that only $1000 of the $1900 cost of the garage door was covered.
She claimed someone called his cell phone and left a message, he has no record of a phone call or a message on his cell phone. Also, Sears has our home phone number, and they did not call our home. He told her that the door had to be canceled because he does not have $900 to supplement the cost of the door. She informed him that the door was ordered, and he would have to pay for it. He informed her that the door should not have been ordered without letting us know that Wells Fargo did not cover the entire amount of the purchase.
He then got in touch with Terry R., the rep, who claimed he sent an email. Apparently, the email went into my husband's Spam folder, and he did not see it. Terry also has access to our cell and home number, and did not use any of these methods to contact us, leaving us unaware of the money shortage.He informed my husband that the day he gave our information to Sears, "it was out of his hands."
After getting nowhere with Terry, my husband contacted Ed, the Sears regional manager. He said there was nothing he could do about it because the agreement was signed and the door was on its way. He stated that the door was a special order door and no one else would want it. My husband told him that he had $1, 000 and we had no door. He responded that if he sold the door, we could get our money back.
We then sent a complaint letter to Sears. We received a response (email) from Kyle W at the sears Holding Corporation after 72 hours. Kyle told us to contact the same garage company we are having the issue with.
I emailed Kyle and asked him to please reread the email to better understand the situation. This was on May 6. We have received no response to this email as yet.
We contacted the BBB, who then contacted Sears. All they said was, “You can’t cancel your contract”, ignoring the circumstances that transpired. They have taken no responsibility for the actions of their employers, none!

What a ripoff!
Took our car as air conditioner was not cooling, the foreman at Sears assured us that they will perform a leak test, fix it and then refill with gas. Foreman also assured us all works have a warranty of 6 months and if anything happens just come by and they will take care of it. We paid $124.99 for this.
Well, weather has been great for 3 weeks after that so we did not use air conditioner till late last week when we found out that the air conditioner was not cooling, so we were not worried as we have a warranty, right?
So we went by the same Sears shop less than a month since they performed what is supposed to be warranted for 6 months and were shocked by the foreman response as soon as we showed him their invoice carrying the warranty, "We can not fix everything, you need to take your car to the agency! our technician is not in now, come back in the afternoon but we do not think he can fix it you better go to the agency!" and similar excuses.
When we came back in the afternoon, same foreman said to come back tomorrow morning as tech is not there now.

We and you we think got the message, Sears had no intention to honor their warranty.

Why did Sears assured us of a) No leaks found, when evidently there was. b) having a warranty when they are trained what to say to not honor it.
Save yourselves the hussle, heartache and money, do not bother with Sears so called Auto Centers.

I can't express enough the professionalism of Luis Casals and Javier Molero at the Sanford Sears Auto Center. It was Memorial Day and I took my car in for an alignment. When the alignment was completed, Luis came over to me and told me my car's air shocks weren't working. It was an hour before closing and I couldn't drive my car home like that and I lived over 50 miles away. Luis graciously offered to take my wife and I home and said it would be repaired tomorrow free. I was picked up by Javier the next day and taken to the Sears Auto Center where my car was already repaired at no charge. It was unbelievable!

I am so happy sears is going under! They mailed my warranty refund to the wrong address and someone cashed the check will not send me my $349.99 so happy all of those nasty customer service people will be out of a job! There is payback!

Malfunctioning new refrigerator after 11 months in use. Major part repairs and still not working. 8 days so far. Sears refusing to return product without at least 4 problem repair calls. 40 year customer lost over this issue. Spent $3500 on refrigerator, 5 year maintenance agreement, delivery and installation.

Well it happened.. the front load washer started making a bumping noise when spinning and bits of plastic started showing up in the wash. So we think no problem we have the Master Protection Agreement that we have paid for 7 years to keep in under warranty. Call Sears to request the repair today 5/14/2013 and are told the first available service date is 6/11/2013. Don't know what world Sears lives in but normal folks can't go almost a whole month without washing clothes. This is unacceptable service, Sears you are losing customers because of this. We have several items under this Master Protection Agreement and are paying a lot of money each year for this protection. We won't happen again, fool me once shame on you..
My advice if you are considering buying from Sears or their Warranty service DON'T.

Under Sears Master Protection Agreement, I had maintained and serviced a Craftsman garage door opener. Recently, this opener malfunctioned and the reverse mechanism failed to detect resistance while the garage door was opening. In fact, the garage door opener opened the garage door with such force that it pulled out the hardware attached to garage door and further damaged the door. Sears was notified of this incident. However, Sears took no action to immediately replace the defective garage door opener which was fully covered under Sears Master Agreement. Additionally, Sears took no action to repair or replace the garage door and the opener. Instead, it assigned my claim to its contractor, Sedgwick. Meanwhile, the garage remained unusable for a month while Sears and its management gave me the runaround. Ultimately, I paid close to $1000 to replace the garage door. I have been variety of appliances covered under the Sears Master Protection for over 15 years. However, Sears failed to provide protection when the protection was needed. Sears sold a protection plan with no intention of providing that service. I would no think twice about purchasing anything from Sears. My matter is far from resolution as Sears failed to pay for the damage caused by its Craftsman garage door opener.

I bought a a/c system from sears and they installed it. The first year and a half it worked good. Then the air started getting warmer but being we were almost through the season we chalked it up to the air outside being cooler. The next year we called Sears to have service take a look at it because the air was not cool at all. They came after missing the first two apts and it was low on coolent/refrigerant . The rest of the year was fine. The next year it all happened again. Missed apts and low on coolent. I requested dye to be put in the system to see if there was a leak they agreed but did not have the tools to complete it. They stated a date to return and did but again did not have the correct valve and stated it would take a week to get. A week later the came and did the dye. They stated they would be back within the week to check it. Three weeks later they came back and found nothing other than I was low on coolent again. They refilled and left. I must add all this was free but it should be expected seeing it was only a two year old system which was apparently not installed properly. So here we are the next year and the system will not even start. This is clearly not acceptable. I believe I have been very patient and understanding. I am making an apt now but they are telling me because it is out of warenty I have to pay. I am at wits end at this point trying to just get what I originally paid for.

Without proper notice, the Fredericksburg Sears portrait studio closed so I am unable to get the copy of all my pictures taken previously. I had to save money to order the rest of them and now I find out they are closed forever and no hopes of ever getting my pictures. I called the corporate office and the lady was nice to send me a waiver to print my pictures. I just want the rest of my pictures. Why can't the company that was taking the pictures give everything to Sears, ect. the albums or at least go back and put them online for a couple of months so everyone can get them. These pictures may not mean anything to some people but to some people, they truly mean alot. This is not Sears' fault but the company that was producing the pictures and taking the portraits...UUUUGGGGGHHHHHHH

I ordered a set of mattresses from sears for 341.57, they scheduled a time for delivery 12-2 on April 3rd, They never came so I called back and they said there was an error at the warehouse they could not send the mattresses because of an error. This layaway took me 6 weeks to pay for and then no mattresses. So I said I'm disappointed just send me a refund. Its been over 20 days no refund no mattresses. I have talked to 32 sears operators all make promises to update me, email me or call me. I have yet to receive any emails or calls. Most of the operators I spoke to could barely speak English and they kept saying I'm sorry over and over and over. I think I am going to have to hire a lawyer to get my money back, I'm at my wits end.

In October of 2010 we bought a side by side Kenmore from our local store in Farmington. Until April of 2011 it worked just fine. But at that time we started to notice a very thick coating of ice on the far left side of items in the freezer. I couldn't get my husband to look at the freezer until the coating of ice made it difficult to open his ice cream. When he did find the problem it turned out that the plastic ice cube tray in the ice-maker was warped and allowed water to flow out of the ice cube tray and down the left side of the freezer.
The repair part should have been a replacement of the plastic ice cube tray. It was not. In order to fix the problem we had to replace the entire ice-maker.The customer service person I talked with was very nice and managed to get her manager to authorize a $30 discount on the ice-maker but I still had to pay much more than seemed reasonable.
I generally only buy appliances from Sears but the cost of getting a replacement plastic ice cube tray has convinced me that Lowe's will be my destination when I need to replace my aging appliances.

I was a NYC sears appliance tech, over 11 years from [protected], first half was good training, I can fix anything,  Sears even had sent me to Chicago for advanced troubleshooting. But sears is very much divided with themselves,  routing, managers, customers, techs against one another, I seen managers
hate and quit their job,  technicians have no time to finish they route, 10 or 12 calls per day, half time just for driving, we must con and scam customers to buy washer magic solution and hurry up and get out to next customer, sears don't care about how much money techs bring in for fixing machines, only how many customers they get too, fast,  I'm now very satisfied that I don't work there anymore, I collected unemployment insurance for 2 years,
I still talk to my fellow techs. They
hate their jobs, I feel bad for them,
one tech died in customers house
other techs getting injured and sick,
new techs don't know what to do,
The genecide of sears imploding themselves.   

I received a gift certificate from a family member to sears portrait and was unable to take pictures and recently found out they shut down and so Im out of 164 dollars and I called customer service and they told me to go down to SearS and talk to one of the customer service and have them Call the manager and he told me they couldn't do anything about it couldn't give my money back because they do not have anything to do with their portrait because the money went to SearS poand couldn't even get me Store credit! do I get my money back?