Sears
reviews and complaints

We (my wife and I) ordered a power rocker/recliner on July 6th with a delivery date set for July 26th. We waited all day on the 26th for the delivery truck to show with no avail, finally around 4:30pm I called the delivery number only to be told the order was cancelled. I called the store for an explanation, no one could tell me what was going on, but promised to call me the next day.

After not receiving a call the next day, we decided to visit the store and talk to the store manager Mr. Elsayed Abdelkerim. After waiting over an hour for Mr. Abdelkerim to return to the store from church we explained our problem to him. Mr. Abdelkerim must have been informed on the problem, because he had a piece of paper in hand, and told us that we where informed of the cancellation by email. I told Mr. Abdelkerim that under no uncertain terms, we had not been informed either by email, letter or phone of the cancellation. We would have not waited all day for the delivery, or paid to have our current recliner sent to goodwill. But our explanation went to no avail, Mr. Abdelkerim keep insisting we had been informed, and made the impression that my wife and I was not telling the truth. Then I asked Mr. Abdelkerim since you don’t believe us, can you tell me why the order was cancelled, he could not but went to his office to inquire. After a period of time he came back saying it was cancelled due to a duplicate order. I told him that we did not order the recliner twice, and why would you just automatically just cancel the order without checking with us, or better yet look into your computer system to track the orders, to see where the problem was. His replay was “I didn’t cancel the order”, I would probably accept this answer from a store clerk, but from a senior manager…NO!.

Mr. Abdelkerim became very agitated when I asked for the name and email address of his district manager, he said that he does not work for a district manager, “I work for the Corporate Office” take your problem to them and with that he scribbled down the Corporate 800 number and handed it to me.

It is understandable that companies that offer delivery on a wide variety products would occasionally come across a problem with delivery, and I can understand that, but the most disturbing thing to me out of this whole ordeal is Mr. Abdelkerim repeatedly tried to blame my wife and I for the problem and not once did he say, how can we resolve this problem, or that he was sorry for the mix-up. Had he done so, we would have more than likely reordered the Power Rocker/Recliner and the situation would have been over with.

Sears Home Pro, the branch of Sears deal with home improvement in Connecticut is the worst I have ever seen! It hires contractors from street, never keep their promises, took them over 6 months to finish a bathroom, when they finished, it had many flaws! It run by bunch of liers and crooks. Everybody lies, try to sell craps, if you try to tell them that, they come back to ridicule you! They do not respect consumer rights. They act just like a dis-honest crook contractors! I will advise everybody for rest my life not to hire Sears for any kind of Home Improvement or Renovation work, specially not in New England area, because this area run by most unethical dishonest persons you can imagine. Behind their sweet sales talk, hiding thieves and blood suckers!

We are two seniors that wanted to save some money when we planned to buy a new fridge since our old one broke. We went to the Sears Markham Outlet store and purchased a Kenmore refrigerator. The price was marked down due to a small scratch on the left side (facing the fridge). We agreed to pick up the fridge. Sears employees loaded the fridge into our van. However, during the unloading process, we realized the side of the fridge was against the latch of the trunk. By pulling it out directly, it would have damaged the side of the fridge. So we unloaded the fridge carefully by lifting it and avoided the latch. But to our surprise, , we found out there's already a huge scratch on the right side of the fridge (3 feet).
We contacted Sears through their website on the same day. Their representative sent us an email and assured us that someone would contact us shortly.
We then got a call 2days later . She notified us that the store manager was away and wouldn’t be back until a week later. We thought someone else would contact us after that. However, nobody did. We then sent a few emails in between with no response from anyone.

Finally, we went to the store the day that the manager came back from vacation. His name is Tom Michael.. He gave us his contact information and later requested some pictures of the damage. We did accordingly.
Later that afternoon, Tom called and told us he reviewed the security tape. We asked him if he could let us know who pushed the fridge into the van based on the security tape. He was vague and wouldn’t address the question. Instead, he tried to shift the responsibility to us with nonsense.

He then proposed to either take $150 off or have us return the fridge for a refund. We explained to him that those options are unreasonable. First, with the minor scratch, the fridge was discounted for several hundred dollars. Now he's offering only $150 for this major scratch? Second, why should we bear the cost of returning the fridge when the fault is not ours? He disagreed.
Finally he said he had to go and the discussion was terminated abruptly without a solution. That is rude. And no follow-up thereafter. We sent another email to him the following day and haven't heard back from him since.
With the current hot weather, we haven't been able to use the fridge for almost ten days now. And yet, no one got back to us with a solution. The store manager was rude and unprofessional. Do NOT buy from them.

I bought a Kenmore Elite dishwasher 2 years ago for our brand new house. I paid $1, 500 for the dishwasher. It takes forever to clean the dishes, they are never really clean, always spots and always wet. But now comes the highlight. I have never been happy with Sears, they are very arrogant but I thought give them another chance and I spend $ 20, 000 for new appliances 2 years ago. Yesterday my whole kitchen was under water. The 2 year old dishwasher was leaking. When the water fills the filtration system the dishwasher leaks and it runs all over your kitchen. The dishwasher is not in high use, it is just my husband and I and he travels a lot. Nevertheless it is leaking after only 2 years. I called customer service of Sears. I talked to India, barely understandable and before they agreed to give me an appointment for repair I had to go through a sales pitch, they wanted to sell me warranty plans, home make over plans, designers coming over to remodel my brand new home and more. After I declined I got an appointment for in 2 weeks! Yes, 2 week! But I should not worry because customers often would cancel because of the long wait time and then I might get an earlier appointment. Can you believe it? I agreed to the appointment, after all who wants to be without a dishwasher, especially when you had paid $ 1, 500 for it. After the phone call I looked in the yellow pages and found an appliance repair company in my area and made an appointment with them for the next day. I then called Sears again and again was connected to India, this time the guy was even harder to understand. I told him I want to cancel because of the long wait time for a repair appointment, and guess what, he went through the same sales pitch again, trying to sell me anything on earth. Trust me that is the last time I have any contact with Sears. And imagine it would be your freezer or fridge and you need to wait 2 weeks for an appointment. I will need a second freezer and fridge for my house (for the laundry room) very soon ( for storage reasons). Trust me it will not be Sears I am going to buy it from. Never ever!

I have truly never had a worse customer service experience in my life than I have had over the last 2 and a half weeks with Sears Home delivery. I’ve been treated rudely and dismissively, and Sears should be ashamed at what it has become when it comes to customer service.

Our purchase date was 7/7/12 and our expected delivery date was 7/10/12. Instead of receiving the merchandise on the 10th, I spent the next 2 weeks fielding nearly 30 robot phone calls about cancellations and delays. In one day I received 14 phone calls –all of which I answered and followed prompts. I had to take 2 days off of work, the first for what I thought would be a full delivery and was only the dryer. No explanation. When the washer was delivered a week and numerous phone calls later, the delivery men said they could not hook it up because the dryer was in the way and we would have to buy extra parts and do it ourselves. They also mentioned that if the parts had been delivered at the same time, they could have been hooked up right—as if it was my fault!

So, we spent $40 in extra parts and hooked it up ourselves—incorrectly. This is why we tried to pay professionals to do it. The mishap completely flooded our basement and we spent an entire evening working to mop up water and dry out carpets, boxes, etc.

During the two weeks when I was waiting for our washer and dryer to arrive, I called customer service a number of times both to find out when I really would get the washer/dryer and to put an end to the robo-calls I was getting. Each time I sat on hold for a long time, was finally transferred to someone with a foreign accent reading from a template or was disconnected. One time I left a lengthy message, sure that someone would respond—nothing.

To escalate the situation, my husband and I went back to the Sears where we purchased the set, where we were told by a very friendly manager that he was powerless to help us and has no connection to the home delivery customer service team. He called a number and had me sit on hold there in the store, only to be transferred to someone who offered me a 10% discount, which of course I do not want because neither I nor anyone I can possibly tell this story to will ever shop at Sears again.

What I want is a refund of my delivery/install fee, which I was told she was not authorized to give. I was then put on hold again, transferred to someone who potentially could be authorized, and then promptly disconnected… there’s a theme here. Not wanting to try again and sit on hold in the store, we left, completely unsatisfied.

At this point, this request is not just about the money involved—which is a paltry $66.99. This is about treating your customers and employees with respect and care. The thousands of people who work as your sales staff around the country deserve better follow-up than this. Having just purchased a new house, we will be needing a lot of new appliances, all of which could have added up for more commissions for the sales staff and more purchases for the store—which, on a Sunday afternoon, was frequented only by us. It’s terrible that they work at a place that values them so little as to make their jobs that much harder.

We purchased this refrigerator in 2006 and long overdue to complain online regarding the Sears Kenmore Coldspot model # 106.[protected] refrigerator. In a nutshell...IT SUCKS! Highly NOT recommended! It needed service within a month or so after purchase for the side by side doors not aligning. Luckily, that service was still under warranty (we had the one year warranty!). The man who fixed it was very nice and pleasant. However; throughout the next few years the doors slowly became unaligned again and I have to constantly tell my kids "Make sure the refrigerator doors are shut!". We don't even put gallons of milk on door in order for any additional weight! As of today (July 19, 2012) the frig door is about 3/4 inch off alignment with freezer door and the darn door won't shut properly unless it is slammed and double checked by slightly pulling on it. Now the kicker... NO ICE MAKER SINCE THE DAY AFTER WARRANTY EXPIRED! WTF? Need I say more. Oh yes..I will say more. My friends father has the exact same model frig as we have and has had the EXACT same problems! He hasn't had a good experience with his since he bought it. I feel right at home when I visit his house! Sears sure isn't the manufacturer that it used to be to say the least. My elderly mother has had her Sears Kenmore since 1965 as well as her oven and range! Incredible! Both still work great...well, except for ice maker, but we'll let this one slide since it IS 47 YEARS OLD! Ok, so we all get the point now. Do not buy this model unless Sears has received so many complaints in the last 6 years that changes (for the better!) have been made. Gotta go...need to make sure frig is shut! OMG! Hubby just came downstairs and said, "REFRIGERATOR DOOR WASN'T SHUT"!

I want to first say, I will never ever purchase from sears again, they are simply not the company they once were. They do not stand behind the merchandise they sell. Their products are inferior, fail after just a short time, and as I read others' complaining on here, they are 100 percent correct, that the sears customer service reps lie, give out false names, and do not document your call. You are then left to wait for a tech, which never happens. When all this inferior service started, I dont know, but I dont forsee this company surviving for much longer, the way they treat good, paying customers, I also grew up hearing over and over, that you always go to sears to buy your appliaces. Thats over. And, purchasing items that are high end, is a waste of money. All the extras, are just extra things to fail. Also, regarding their techs, they are not fully trained to repair these appliances. They also have to lie, and say that dont have the part, instead of saying they dont know what they are doing. I had one tech using the internet to try to repair my appliance. That in itself, is enough for me to realize, ive lost well over 1000 dollars on an appliance that they sold me, and cannot repair. Avoid sears at all costs people...!

A Sears Kenmore Elite Stainless Side by Side Refrigerator Model 106 on Master Maintenance Agreement Plan developed many cracks in housing. Sears replaced door housing but not the refrigerator housing on 9/2011. Sears repair person recommended replacing unit but Sears Maintenance did not do so. Cracks continued. On July 5, 2012 freezer was leaking blood on wooden floor from meat unfreezing and/or unit overheating. Refrig was not cooling. Went to change light bulb on back of refrig to see better. Light bulb broke off in my hand. I discovered a giant crack in back housing into light socket at 1:30 pm when I returned home and discovered mess. Called Sears maintenance immediately. "Tim, #79716, said someone would be out in 24 to 29 hours to look at the situation. Told Tim this was emergency situation, fire hazard and health hazard, plus hundreds in food and floor repair loss. He did nothing get someone to address the known fire hazard, danger and food and floor destruction at 1:30 pm when there were repair agents in the field in Hawaii. Asking to speak to his manager, he instead connected me to Master Protection Agreement, Mary Cruz, #4538 Unit to start a claim loss for food. Mary Cruz said "Tim" gave incorrect information. "That is another dept. They don't understand what goes on in this department. I answer questions only. A claim loss cannot be started until after Sears Tech evaluates situation (Remember Yossarian in Catch 22?). Asked to speak to her supervisor. "Glenda, manager, " would not give her employee number. Glenda put me on hold to "try and get a repair person out now". After 1 hr and 34 minutes (phone records to prove it) I was cut off. No one called me back. I went through whole process again, Finally got back to "Glenda's " dept. Glenda would not talk to me. "Maria, # [protected], said Glenda told her repair dept was now closed. (Note, "Tim at repair was open when I first called. Obviously they kept me on line for 90 minutes, then cutoff, so no action was possible) Maria said that was another department l.They would not help me. Then called repeatedly to Sears Corporate [protected]) which only had messages. One message said to call Hazmat *63333 if safety problem, another to call *411 if emergency. I did both three times. No response, "No such number" Result? Refrigerator/Freezer running, all food thawed/warm, leaking over now warping wooden floor, safety/fire hazard with light/cracks/socket. This is know safety /fire hazard in Sears Refrigerators I know now . Losses in the hundreds. Have read many internet complaints now of same problems. Does anyone know of any lawsuits that provided remedies for losses and safety hazards? I am taking photos now of the situation. Will save as proof and upload after development.

I purchased a top of the line Samsung dryer six months ago. The sales representative sold me on the warranty. Supposedly if my dryer broke their prompt sales representatives would be promptly there to fix it. Sure enought 2 months after I bought the dryer it broke and someone came to fix it, but I had to wait for 1.5 wks to get someone there. That was my first experience so I thought that I would let it go. Now, 6 months after the purchse of the product the dryer breaks again and I make an appointment for someone to come out and report. Once again I had to wait 1.5 wks for someone to come. My husband and I work full time so I had someone come stay at the house to open the door because they couldn't get anyone out in the morning. Then, 5 minutes before my window started the repair department calls me and tells me that the repair man had his truck break down and couldn't make it. The next available appoitment was another 1.5wks away. I was livid. I asked them to do whatever they could to get someone at my house sooner. I was transferred to customer care, but no one was able to do a thing. NEVER buy Sears Warranty EVER. They have terrible customer service.

On June 15, 2012, because my car had a screw in its rear left tire, so we had to find the closest place to fix the tires. So we went to the Sear’s Auto Center in La Jolla and in the process of checking our tires, they noticed that our cars alignment was off so we agreed to recalibrate it as well. So we went into the offices and paid the price which was including the repair and replacement of tires and the recalibration of the car alignment. The price of the four tires charged was $680.60, tire balance performance $59.96 and the alignment was $84.99 coming to the total of $885.73. After waiting for a few hours, we were brought to our car thinking that everything was fixed. However when we were driving back up home, and we noticed that the car’s alignment was completely car as it swayed to the right and we knew something was wrong. So, we went to the San Jose Blossom Hill Road Sear’s to figure out why our car’s alignment was still so off even though it was “supposedly fixed”. It was then the employee explained to us that the car alignment was never done. The proof of the car alignment was given to us at the second Sear Auto Center we went to but we never received such proof from the Sear’s Auto Center in La Jolla. I am extremely upset by the service this Sear’s Auto Center. This was not only unacceptable because they lied to us, but also because it was extremely unsafe to drive under those conditions. So for the past few weeks, I have been calling Sear’s in order to voice my concern and complaint, and I had been promised an apology by the district manager of the store, but I have not yet received a call. Right now I am upset because not only did they swindle me by taking my money and not fixing my car, but also because they are rude and untrue to their words. I urge anyone to not go to Sear’s Auto Center to ever have any of your car needs repaired. I will not let this incident slip pass, I will go to Auto Consumer Business Burea to voice my complaint.

I went to sears optical because they accept and offer discounts to aarp members. By the time I was done I waked out of there with a 350.00 purchase. When I got home I discovered that 1- I was not offered a cheaper lens alternative, 2-I was charged an "accessory fee" at 29.99 and not told about it(for a service that I was lead to believe at the end of the sale was free) They say they gave me a 30% discount for aarp(which would have made the sale 105.00 more) which aarp said was supposed to be a 40 % discount. This was supposed to be a noline bifocal 2 pr for 99.00 sale. Needless to say, I called the next day and demanded they cancel the sale and return my money. Oh I also told them I needed transition lenses and they were not ordered as transitions. I also reported them to aarp because they recommended them so be careful out there folks, deception seems to be the order of business for all chain stores or any big business out there. I found a place on line Coastal.com in Canada and got the same glasses as well as the transition lenses for 138.00. They're due to arrive tomarrow. If they're no good or don't live up to their word, I'll be back to let you know

On May 03rd I received the service from Sears repair and service department to check my refrigerator. The technician found a fault and said we need to order a part in order to fix the refrigerator. We paid $ 242.06 and the technician ordered the part at that moment. He informed us the part would arrive within 3-4 days and we need to call Sears once we receive the parts and a technician will come and fix our refrigerator.
71 days has passed, until now we have not received the parts and every single day we are calling to Sears, spend hours each day to find out what happened to the order. The representatives affirm us the part is on its way and we will receive it the next day. Refrigerator is a daily necessity and with the Houston summer is very difficult to wait for such a long period of time, calling every day and have patience.

It is our humble request to resolve this issue at your earliest or at least let us know if you are unable or have issues to provide your service to your consumer and we can find some alternatives.

Respectfully,
Sherali Haiderali
5303 Dawnington pl
Sugar Land, Texas 77479
[protected]

I ordered a Refridgerator shelf on May 20, 2012. {Which was a Sunday} Twenty minutes later, I found the outside fridge shelf fit the indoor shelf so, I called Sear to cancel. I found it was against their policy to cancel. So, I would have to pay shipping just to return it. Now, June 8, 2012, three weeks later, I still do not have the order. I called Sears to find out where my order was, the guy was unhelpful and put me on hold. After being on hold for twenty minutes, my husband calls on a different line, handles the business, and I am still on hold. I hung up 35 minutes into the call. I then called to speak with a manager. I was hung up on four times, put on hold for 35 minutes at a time, and given excuses why a manager could not talk to me. (They were in meetings, on the phone with other customers or would not talk to me without an order number). I went on live chat and was given a HUGE runaround, the conversation is posted below...Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding. Hi, my name is Chambers, and it is my pleasure to assist you today. May I have your name? you: Chambers: Good Evening! How may I assist you today? you: I have a serious complaint about your service... and this is just my first step. Chambers: I understand that you are looking to give your feedback regarding our service, may I know the problem you have faced from our service. you: On May 20, I ordered a refridgerator shelf. Then 20 minutes later, we realized our outdoor fridge had the same shelf and I called to cancel the order. I was told I could not cancel. Now, three weeks later they tell me it was back ordered. Still... they will not cancel. He did however give me back the shipping cost but told me it would be ANOTHER week before it got here. you: I asked him directly if the order had shipped, he said it had. It is the now the 8th... you: This part will be sent directly back... they were informed this on May 20. you: I called the first time, complained and was put on hold for 20 minutes. My husband called while I was on hold on a different line, and while I was still on hold, the other guy dealt with this. On hold for 35 minutes before hanging up Chambers: I understand that you ordered for a part and wanted to cancel the order and you were not able to cancel the order and the parts direct order team did not helped you with your order. you: Yes you: and very poor customer service you: I did ask to talk with a manager before being put on hold by the way. Chambers: I understand how frustrating that situation for you . you: ok? Chambers: May I have the order number please? you: I do not have an order number, my phone number is Chambers: Thank you for the information, Let me try to locate your order with the other option. Chambers: May I have the name on the account and the billing address along with the email address that was used to place the order? you: No email to indicate there was a back order either you: looking at your returns and cancellation policy, it does indicate all refunds will be issued in the same form as the original method of payment. If an order was made and cancelled on a Sunday, how can that be unapplicable? Chambers: Thank you for the information. Chambers: Just to confirm, did you placed the order on our searspartsdirect.com? you: I do not know, called the 1-800 number Chambers: Thank you. you: by the way, the bank issues a phone number of the company when it debits your account... that number is no longer available to call Chambers: I asked that because I am unable to pull up your order as we are the sears.com, let me see what best I can do for you today. you: you may try my cell phone number, as I am not sure if that is what i gave them Chambers: Okay, I appreciate your patience and help to locate the order. Chambers: Thank you for your patience. Chambers: I will transfer this chat to our parts direct order team they will help you with the order. Please wait while I transfer the chat to the appropriate group. You are now chatting with Gregory. How may I help you? Gregory: Thank you for choosing Sears PartsDirect. My name is Gregory. How may I assist you today? You: I think Gregory, that I am getting the run around. I need to redirect this to someone in charge You: Nothing has been answered and I do not want to get into this for the 4th time Gregory: Just a moment please, while I read the above transaction with Chambers. Gregory: Thank you for the pasting that information. Gregory: Well, we are in the sales department, let me provide you to our specialized customer representatives who will check and help you with this issue. Gregory: You can reach them at [protected], they are available M-F 7AM-9PM CST/Sat 8AM-8PM CST/Sun 9AM-7PM CST. Gregory: I'm sure they will help you this time. Gregory: Thank you for chatting with me; it was my pleasure to assist you. Thank you for choosing Sears Parts Directs today; we appreciate your business. Good bye! We welcome your feedback: please click here to complete our Exit Survey.

Sears is requiring people to provide a phone # for ANY purchase. They give a few reasons for this, starting with they need it for returns, then if you refuse, they say they need it to honor the warranty. If you still refuse, they will not sell you the item. I tried to buy a small package of nails for a measly $2.97. After continuing to refuse to provide my phone number, the sales person said he cannot complete the sale without a phone number. I asked him, " Do you mean I HAVE to provide my phone nunmber in order to make ANY purchase form Sears ?'. His reply was "Yes" .
This practice has little to do with returns or warranties, Sears is using the phone # to obatin your name & address in order to sell your information (and what you bought) to a marketing company.. They are being decpetive in the reasons they state they need your phone number. They dont need it to provde returns or honor warranties, they need it to obtain your name & address

I went to the local Sears outlet because the battery on my ride-on mower which is still under warranty was completely dead. I was given an 800 number to call, and was told a replacement would have to be ordered because only a Sears battery would work. I know that is false and there are lots of batteries around that will fit. It would take a week or two to get one and I need to use my mower now. When I questioned the service, I was attacked verbally by the manager and accused of something totally unrelated to Sears, that I knew nothing about...I didn't know the individual! I had to warn him that if he touched me personally I would call the police. Not the way to treat a sixty-six year old customer who spends thousands of dollars a year at Sears! This guy seriously needs help!

I just had my oven element catch fire. My son was preheating the stove with fish on a pan. The oven had not warmed up past 200 degrees or so and he suddenly saw a white glow. He opened the door. I was in the kitchen and we quickly turned off the oven. The element glowed and made a electrical shorting sound and burned white until 8-10 inches of the element burned off. The oven cooled off fairly fast. My Kenmore model 911.[protected] is approximately 7 years old. I have ordered a new element to fit the stove from Sears. However, I am a little concerned that this could happen again and burn down my house. When I called about the part, the sears rep. stated that this is common occurrence and normal with the element failure. Sears should be held responsible in some fashion with as many complaints as there are on this site. With all of these complaints, there should be a recall.

About a year ago I purchased a stackable washer and dryer set from Sears. According to a contractor who was doing some work at my house, the dryer connection to the outside vent was installed incorrectly using duct tape which dried out and the connection detached resulting in a large rip which caused the dryer to vent hot air and lint into the house.

I called Sears and first was told I would have to pay for a service call but then told I was still in a period for which there would be no charge. I asked that they make sure the people coming knew what to do and was told all Sears service people were well qualified. I said that was not necessarily true as the first installation was incorrect. Eventually I asked to talk to a supervisor. I was put on hold for a long time and then cut off. I called back - same thing. The third time I was told there was only one supervisor and he or she was busy. I agreed to have their service people come out. To my utter surprise I received two e-mails. The first one gave a date and time range for fixing the dryer and said the charge would be $129. for labour. Parts, if required, would be extra. The second e-mail gave me another date and time with the same charges but it was for my washer - I never even mentioned the washer.

By now I was quite frustrated and also surprised that Sears was now saying the charge would be $129. I called and cancelled the two service calls. I had my own contractor do the work. Even canceling necessitated multiple phone calls and waiting on hold.

I recently purchased a new dishwasher through a small local company - what a difference in terms of service and ease of dealing with them and the price was no higher than that of the so called big competitive stores like Sears.

As I said, I'll never buy anything from Sears again.