Sears
reviews and complaints

I have a Kenmore water heater that runs out of hot water. I had a plumber out to look at it, and he found out that a part is bad. He was able to set a half hour window and be here within that window.

Since my water heater is still under warranty, he called Sears to get the part. Sears repeatedly tried to sell him the part, and then stated that if the part is to be replaced under warranty, a Sears technician must come out to look at the unit.

I had a service call scheduled for today, with the technician being here sometime between 8am and 5pm. I took the day off of work so I could be here for him. 5pm came and went, and I had heard nothing from Sears or seen this service technician. I called the customer service hotline, and was told my appointment was marked as needing to be rescheduled - could they not have called me to let me know? The customer service representative then told me there would be a $60 trip charge. The time I took off of work today would have paid for that.

I have an appointment set up with them tomorrow, but I am not hopeful they will show up then either.

This will definitely be the last Sears/Kenmore product I buy.

I bought an LG Fridge, stove, washer & dryer from Sears in September of 2010. The Fridge is a French Door Model. The doors on that fridge have always been very hard to close and if you don't slam them hard enough they stay open, the fridge heats up and you have to unplug it and wait for 1/2 an hour and plug it in again to start it. Now one of the doors is hard to open a well.
I had that fridge about a week and went back to the North Edmonton Sears Skyview Home Store and told them I wasn't happy and would like an exchange. The salesman I spoke to told me it would cost me too much to return it and that I should advertise it on Kijiji. I kept the fridge and have had the Sears repairman out seven times to look at it. I have spoken to Sears service department and NO one will exchange this fridge for me. Now a year has passed and a part fell off the door, they did replace the part but the doors still don't close properly and makes a grating sound when closing. Once again I asked to send this fridge back - I am more than willing to pay for the use I got out of it. No one will do one damn thing. The service man even wrote on the repair order "inspected unit, unable to determine and remove noise" "door has a closure on top and on the bottom which require force to close every time". The last rude little repairman that Sears sent out smeared vaseline all over the gaskets in the fridge to stop the noise (it didn't work) but I now have a fridge with dirty greasy vaseline on the gaskets and I'm sure that any germs that can, will stick to that vaseline. I tried calling LG Canada and was told that Sears "takes ownership of any problems with their appliances when they sell LG appliances and to deal with Sears". On one of the work orders I got it looks like they value the cost of having a repairman out at $89. (I have my warranty so I am now having a repairman out to clean the vaseline off the inside of my fridge.) Lets see $89. times 8 visits, That's $712 so far and there is still warranty on that fridge until September of 2013. I only paid $1399 less a $200 instant rebate for a balance of $1199 for that fridge. Seems they would have done much better to exchange it, but who am I to contradict their corporate wisdom. I will never buy from Sears again but in the meantime . . . .

Can't Make this up. Here is a recent letter to Sears. By the way I was telling Sears.com folks just today that my job is to select and purchase and there job is to coordinate, deliever and install. Instead they have exposed me to their inner workings which any well oiled online store would shutter at. Through all this I have remained calm and polite (Never Screaming) but Seriously I though my job was to pay and wait for my product...The letter goes like this

Dear XXXX (or whomever receives this e-mail first),

My husband and I purchased a refrigerator, washer and dryer last month from Sears. It was a true fiasco just receiving the washer and the refrigerator (which we now possess) but the story of the dryer is incredible. I wouldn't believe it if it didn't happen to me first-hand.

We have had somewhere in the vicinity of 5 "attempts" at delivering our appliances. Each time the attempt was made, the dryer was nowhere to be found. We know, for a fact, that the dryer has been sitting in a Sears warehouse since the 24th of August and here it is, the 19th of September and we still have not seen it. There was a delivery last week, a delivery on Sunday the 18th (yesterday) and a scheduled delivery that never occurred for this morning from between 7 and 9 a.m. They were a no-show. If I hadn't already received the washer that matches the dryer, I would cancel the order and NEVER order another thing from Sears! Really, is this the way your company wants to do business? Nobody wants to take responsibility for what we've been through, but more importantly, nobody seems to want to make it right in any way. My husband and I have logged somewhere in the vicinity of 15 hours on the phone with "customer service" -- being passed around from one extension to another only to be given a date and time that never materializes our dryer. We have also both taken time off work to be home for a delivery that doesn't happen.

My question is simple: can you help?

The switches on my Sears 'Kenmore' Cooktop (C970-400392) are faulty. Some burners remain 'on' even though they have been switched 'off'. The cook top is three years old but this sort of fault is a fire hazard. I have to turn off the breaker switch when not in use.

I went to Sears to find a refrigerator that they had in stock. I informed the salesman my concern for a specific delivery date. He assured me that he had verified the item was in stock and the delivery date was fine. The evening before the delivery date, I received an automated machine that called me to tell me the delivery window would be between 2:15 and 4:15 the following day.

I arrived at the delivery location around 2PM. When no truck showed up by 4:45, I called Sears’ delivery call center. I was told the driver would call me shortly to let me know what the new estimated arrival time will be. At 5:15, I called again to find out when I would be getting that phone call from the driver. I was told that the dispatcher would call me within 15 minutes.

Thirty minutes later (5:45), I called the service center again, and asked to talk to a manager. I was put on hold for over five minutes. The service person came back on the line to tell me the manager was on the line and he would transfer me. Five minutes of being on hold again, the phone call was disconnected. Shortly after 6PM, I called again and asked for a manager. I was immediately hung up on. I called back right away. I was put on an indefinite hold (17 minutes).

At 6:30, I called again. I asked the service person to not put me on hold. They said they understood my concern. Nonetheless, they put me on hold. Five minutes later, I was still on hold.

I called back at 6:42, talked to another service person. That person agreed to not put me on hold for more than five minutes. They came back on the call two minutes later and asked for a couple more minutes. I agreed. Four minutes later, they came back on the phone and informed me the following: The truck was heading back to the warehouse (about five minutes from the warehouse) to move the item to another truck and they would be heading to the delivery location in about 30 minutes. I was to expect the truck between 7:30 and 7:45.

At 8PM, I called back again. At that call, I was told the item was not being delivered until some unknown future date. The warehouse was closed and nobody was there to talk to. The Sears person I was speaking to would not make any promises to me of any kind of future date.

I should point out, that at no time, was I ever called by anyone beyond the first automated call the evening before. All promised calls never occurred. No delivery promises were fulfilled.

Order from Sears.com is a joke !

Complaint Rating:

Company information:
Sears.com
Richmond, Virginia
United States

This chat tells it all:

Lan: hello

Lan: I ordered a GPS for my trip

Lan: 21 days passed

Lan: still don't get my order

Shania: Hi, my name is Shania, and it's my pleasure to assist you today as your Personal Shopper. May I have your name please?

Lan: my name is Lan

Shania: Good Afternoon. Thank you for choosing Sears.com.

Lan: can I cancel my order ?

Shania: I will be glad to assist you with the information regarding cancellation.

Shania: I am sorry to hear that you want to cancel the order.

Lan: yes, how come it takes them 21 days to fill the order ?

Shania: Lan may I have the order number?

Lan: [protected]

Lan: thank you

Shania: Thank you.

Shania: I am sorry to inform that I am not able to cancel the order, as it is the third party merchant item.

Shania: I request you to contact the vendor for information.

Lan: OMG, I ordered it from Sears.com

Lan: I don't even know "the OTHER vendor "

Shania: Yes you ordered it from sears, however it was sold by the vendor, for vendor information please check your order confirmation email.

Lan: I clicked the vendor information, it direct me to "Sears.com"

Lan: http://www.sears.com/shc/s/search_10153_12605?keyword=&sellerId=7882&autoRedirect=false&mktPlaceInd=FBM&popup=CONTACT&rioptype=SRS&sid=IExTransSearsOrderConf&eml=

Shania: I have not received a response yet. Would you like to continue chatting with me, Lan ?

Shania: I see takes us to the ElectroBrands page. ElectroBrandsis the vendor.

Lan: Well, how do I know that I ordered from the other vendor if it was from Sears.com ? you know the reason I have this order because your store name !

Shania: I understand your concern, please contact the vendor for cancellation. I wish to cancel the order however I am not authorized to do so. I am really very sorry.

Lan: I really am sorry too, next time put someone in your website, please have headline: WE HAVE NOTHING TO DO WITH YOU and signed: SEARS.COM

Shania: I understand how this situation would be frustrating for you...

Shania: I apologize for the trouble this has caused you.

Lan: not your fault that the Sears.com mixed up, no way in my email indicated any contact number for that store except the link to SEARS.COM, may I have their information ?

Shania: You can contact them at [protected].

Shania: Is there anything else I can assist you with today?

Lan: thank you for your time and Sears should know this is the last time I visit their site ! a customer for the last 20 years !

This is an email sent to me from Sears.com regard my order:

NOTE: signed by Imran Jooma
Senior Vice President, e-Commerce
[protected]@customerservice.sears.com

Dear Lan,

Thank you for placing your order with Sears! Your order confirmation number is [protected]. We are processing your order right now and will notify you as your items are ready.

Orders with multiple items may ship separately, in which case we will send you a ship confirmation as your item(s) leave the warehouse to keep you updated on the status of your order.

For the items you ordered for store pickup we will send you separate notification for each store location you are ordering from as your items are ready to be picked up.

If you have ordered item (s) that requires delivery, you will receive a separate notification when your items are going to be delivered.

Thank you again for shopping with us!

Sincerely,
Imran Jooma
Senior Vice President, e-Commerce
[protected]@customerservice.sears.com

Unbelievable !

On September 3, I travelled for over an hour to purchase a tractor at the Cupey, Puerto Rico store. No one helped us to clarify doubts. When we finally decide to purchase the tractor the store's communication or online service was unavailable, we waited for a couple of hours to see if the system would return, without any luck. After 4 hours waiting at the store, they decided to reserve the item until Monday, September 5, since this was a holiday weekend (Labor Day). During our wait, we asked several times for the manager, who never showed up. We asked what was wrong with the system, the Store Rep said that the manager was trying to find out but he never came back with any information. So they reserved the tractor and took our personal information in order to contact us the next day, IF the system returned, and we were informed that there was a sale/promo during the Labor Day weekend, no interest for 12 months, and/or an additional 5% off the purchase. On Sunday, September 4, I called the store around noon (since they never called us) and they confirmed that the system was back online. So again, we asked a friend to lend us his pickup truck, filled the tank, paid all the tolls and after an hour we arrived to the Cupey Store. Everything was fine, until we were ready to make the payment...when the system was offline again. After about an hour of waiting (by the way the manager "left" to check what was going on with the system and did not returned), I decided to call the customer service number on the back of my sears card, there I spoke with Amanda and explained the whole ordeal we were going through for the past two days...which were: 1-The store reps were in a bad mood, we were told we either buy the item cash or leave because the system was offline. 2-The manager was always out of the store "checking" what happened to the system, and returned to answers our questions after hours, only to say he would go "again" to check what was wrong, but never came with an answer. At one point we tried to talk to him, but he was disrespectful, mean, and not in the mood to speak with us, or anyone else. 3- The system finally came back after 4pm on Sunday, we began our transaction and I requested the 12 month promo, the sales rep said it did not apply, therefore I requested the 5%, she also insisted it did not apply to our purchase, so I asked her to check, and the sales rep next to her said that the 5% did apply on purchases over $300. They began to argue in front of us because they "understood" different things. The rep finally called the store Manager Angel Bermudez, who never answered, so she contacted the manager's assistant Pedro Santiago, and he clarified that the 5% did apply. 4-During Labor Day weekend, there was only one employee working at the Delivery Area, although the store was full. 5-We couldn't take the tractor because NO ONE knew where the key was, after a while they just took the key off another tractor that was at the delivery area, waiting for someone else to pick it up.
I've been a client for over 20 years, and in that time I have never been through a situation like this. Unfortunately, the people that work at the Cupey Store, in Puerto Rico does not care if they make a sale or not, if the client is satisfied, they are not customer service oriented. In various occasions they told us to go home and come back later, they were not concerned that we live over an hour away from the store, no one bothered to call and let us know the system was back online, etc. etc. etc. I hope someone addresses this issue, because I am certain that this is not the first time this happens, I wasn't the only client not satisfied with the way we were treated, however, I doubt that anyone else will make a formal complaint. Please, feel free to contact me for more details.

Executive complaint department:
I have been trying to file a complaint with Sears’s home delivery and service department now going on the better part of a month and a half. I had a warranty on a treadmill purchased through Sears back in 2005. When it finally came time that the treadmill needed to be replaced a service tech was sent out to my home three times. It was on the third time that the treadmill was finally deemed non replaceable. I was given store credit and went to purchase another model. I did so and was told I had to wait a week and a half for the delivery. The treadmill was delivered and was poorly set up. The frame was not tight and the belt was completely loose and the service men did not test the treadmill before leaving. So I went back to the store and had a 2 hour conversation with a sales rep that could not get a manager to respond and so the resolution was "we will send out another treadmill". They did send out another treadmill and yet again the same issue. The belt was off centered. So I have been calling and have spoken with Jason unit#24201 who advised me that my first complaint was not addressed yet from the first delivery. He was of no assistance and proceeded to hang up on us after refusing to escalate the call to a higher division. I then went into the North Attleboro MA store and spoke with the Store General Manager Judith Gaulin, who advised me that there was nothing that Sears could do for me and that they had done their due diligence by upholding their warranty. I explained that I could see this to be true if I was in fact a working treadmill that was delivered to me in place of the original one but it was not. So after leaving the store with zero satisfaction and no resolution I called and spoke with Mark unit# 82015 who attempted to call NordicTrack and he explained to me that when he identified himself he was disconnected. He then transferred me to Customer Solutions where is spoke with Milan unit#9911. She made attempts at resolving my issue but again was unable to come to a solution other than calling Nordic Track herself. I explained to her that I have already done this and am waiting for them to call me back to come and service the brand new treadmill. So at this point in time my complaint basically is how disgusted I am with the lack of customer service over the phone, in the store, and with the delivery and service departments. Sears sent me a broken product two times and refuses to take responsibility for this. I have spent 6 days over the course of a month and a half waiting for both a tech or home delivery person and countless hours on the phone with representatives to get a resolution. Today is September 10th and I am without a functional treadmill and have yet to get a resolution. I would like to be contacted immediately.

Below is the following time like with receipt information regarding service and delivery:

Sears # 0007670 on July 22, 2011 Tech ID: 0614487 Service order [protected] came to my house to service the old treadmill. A part was ordered. Nothing was done to the treadmill.

Sears came out again 2 weeks later to install the part. Was not given a receipt.

Sears# 0007670 on Aug 23, 2011 Tech ID# 0614487 Service order [protected] came to my home and realized after placing calls to other techs that the treadmill needed to be replaced.

On August 24, 2011 I went into the store with the credit and purchased a new treadmill. To be delivered to my house on 09/02/11.

On 09/02/2011 Sears home delivery came and delivered and assembled my new treadmill. They did no test the treadmill prior to leaving my home. After the left my house I went to run on it and realized the frame was not fastened correctly and the belt was completely off centered. I called back Sears immediately to have them send back the delivery men and they could not do that. They said they would send out the home delivery guys again the next day!

On 09/03/2011 Sears came back out. They looked at the belt and deemed the treadmill defective. They set up to have another treadmill delivered on 09/09/2011.

On 09/09/2011 Sears came at 5:20pm and took apart the week old broken treadmill and assembled the new treadmill. The same issue with the belt occurred. It was off centered. They clearly stated that they cannot fix the issue. And they left.
On 09/10/2001 I have spoken with Mark Unit# 82015, Jason Unit#24201, Milan Unit# 9911 given a reference # 730670 and have gotten no resolution.
I will never shop at Sears again. I have done everything in my power to ensure that none of my clients, friends or family shop here. I have told everyone and anyone about my experience with Sears. I have also filed a complaint with the BBB. The simple fact that I cannot get anyone to take ownership of the issue and come to a resolution baffles me. So today 09/10/2011 I still have a broken treadmill in my home.

If you sign up for Sears Kmart unlimited free standard shipping; they promise you 30 days of free trial.

However I just received an email today that luckily I just read from Sears
stating that "Your ShipVantage Membership will Auto Renew in 15 days"'. Luckily I read
the body of the email where at the end it says if you want to cancel ShipVantage you have to do it
at least 5 days before your shipvantage renewal date. Just another Sears Kmart scam;
they promise you 30 days but in reality you only have 25 days to cancel. They design their processes so they can take advantage of customers.

Of course when you signed up for shipvantage they failed to inform you and clearly disclose that you had to cancel within 25 days; they only tell you later buried in the body of an email and hope you will not notice.

I have a Sears HVAC unit that is covered under a Master Protection Agreement. It has been broke now for over a month after 5 visits and numerous cancellations from SEARS technicians. I would not recommend a SEARS warranty or their home repair services to anyone. They have dropped the ball by not showing up on designated days or times, not shipping a motor that was promised, and not even being able to find my account sometimes when I call. For a company that has been around for a very long time, they certainly have not perfected the system of customer service or repairs! I will never make a major purchase from SEARS again!

I ordered 2 Sylvania 7in mini tablets from Sears/Kmart on Sunday 08/28/11. I requested 2 day shipping. I received the package today Wednesday 08/31/11 from UPS. I opened the box and saw only 1 tablet in it. I immediately called Sears/Kmart at [protected] and spoke with one service rep after 20 minutes of holding advised that a claim number would have to be submitted to UPS to investigate the problem further. The rep went on to ask if the box hand been broken stepped on, etc. I advised the rep the box HAD NOT OBVIOUSLY been tampered with. The rep went on to advise that they would have to investigate with UPS further and provided me with a UPS tracking number EVEN after I advise them it didn't look like the courier service had anything to do with Sears/Kmart fulfilling the product. After a few rounds I was transferred to a case manager by the name of Christine who not only was rude on the phone but after awhile hung up the phone after I had been waiting for over 30 mins for her to investigate with whomever our missing product. I called back and spoke with another case manager by the name of Renisha whom advised that she would check who gave us the whole spill of a 5-7 wait time before we could receive our money back or the even another product. Needless to say I will NEVER order anything else through Sears nor Kmart because their protocol & their customer service is piss poor and I will be glad when they go out of business!

I have a Sears recliner that the handle to make it recline has broken off. I went to the Sears store and was given a phone number to call and ask for the furniture medic. I was able to finally speak with a person and she said she would have the medic call me back the following day. That was 2 weeks ago. I have been trying since to reach Sears by phone but have not been able to. I need to know if this handle can be fixed and where and how to do that.

I am sending this email in regards to Order # [protected]. The reason I would like to return this item is because this item isn’t the item I purchased. Per another Sears’s representative, it is my understanding that an error was made by the Sears representative (Andy). I went to Sears to purchase a DVD/VHS recorder. Andy informed me that the store no longer had the item I wanted, but he could order it for me online. When I received the package, I was surprised to find that that the item I received did not match the item I originally wanted to purchase. In order to resolve this I have made several attempts: I tried to return the package to Sears Department store. I talked to several case management representatives (Maria Brown, April, Zack, Robin, to name a few). However, the issue has not been resolved nor have I a received a return slip (postal paid slip) or credit card adjustment. Per Sears electronic store I was told that since this package was an on line purchase, I needed to return it via the on-line return address. But how is this possible when there was no return receipt in the package? I feel that because there was no return receipt within the package and the lack of attention I’m receiving, I’m being force to keep a purchase I didn’t order. Therefore, this should require immediate attention, because I feel that I shouldn’t be forced to pay for something I didn’t order. Please explain why I have not received an honest attempt from a Sears representative to fix this error. Please reply back to this email with your response, ASAP.

Sincerely, Rita Kimbrough

Rita Kimbrough
Operations Representative
Legal Paper Processing
1 HSBC Center, 12th Floor
Buffalo, NY 14203
Ph# [protected]
Fax# [protected]
Rita.S.[protected]@us.hsbc.com

Sears current flyer advertises sale on Levolor shades, received with my newspaper yesterday. Flyer is also viewable on-line on the Sears website, with info that product is not available on-line, must 'see the store'. I called the phone number on the flyer, and was informed that no service is available to my postal code (?), so was transferred to catalogue sales, who said they couldn't help me without a 'number starting with 'R' (catalogue no?)'. The in-store clerk told me that Sears doesn't carry shades in the store, must go to catalogue sales, where the clerk couldn't find the flyer and told me to go home and get the number and call back...same 'R' number referred to above that isn't printed on the flyer! Bottom line: TOTAL CONFUSION AT SEARS. I will be ordering my shade on-line from a competent web-store, probably at a better price, certainly 200% easier. SEARS SUCKS!

I have been buying Sears Kenmore vacuum cleaners since 1989 because I love how long they have lasted and how great they work...but...within the past 10 years they have been going way down hill in quality. The most recent 4 yes 4 vacuums I have purchase have been terrible! I cannot even beging to type all of the problems I have had with them. The canister is soooooo small on my newest one! The bag they give me for it doesn't fit and the plastic scales on the lid keep puncturing hole it them. They get half full and the have to replace them! Some only get about 1/16 full before i notice a hole and have to throw it away! Sears, please start making a bag that fits. I have many Sears appliances but I really do not want to purchase anything else from Sears anymore.

Ever deal with a big corporation that shuttles you from department to department and everyone is really nice, but nothing gets done about your problem and finally after a few weeks and some hours online and/or on the phone you simply get tired and start adding up how much of your time is wasted? I am realizing that Sears is one of those companies (also AT&T but that’s another story). I bought a set of mattresses at Sears in December and my husband and I both tried them out in the store. He was out of town for 6 weeks unexpectedly and when we were finally able to try them at home, they sagged badly, even though they did not sag in the store.

We were waking up really achy! We are average or under-average weight. I called the store several times-no answer. So I emailed customer service and got a nice response and eventually (over several days) they told me someone would contact me. Never happened so I email back and they give me a number to call (this is after a week) and so I call and they want to give me a new mattress and I say, no, I am not willing to try another one like this after this one performs so badly.

I would like store credit. But of course they can’t help and I call the store and they finally answer and say they will call back but no, they don’t ever call back and in the meantime we are sore and achy and trying to figure out what to do– I called today and asked for contact info for the regional manager and they say they don’t have that. So everyone is friendly, but nothing is happening and now I have to buy more mattresses and I’ve just lost almost $800. on these. I will never buy anything at Sears again.

I’m done. Seriously. And though I used to tell folks to shop there for appliances, now I say, don’t do it! Find a place with good customer service. Stay away from Sears!

In July of 2009 we purchased this dryer. Less than a month after purchasing we had a clunking noise. Service guy came out and found snaps from my sons onsies - never again did I put the onsies in there. In July of 2010 the heat stopped working. Some repair guy came out and opened it up and who knows what he did as he did not explain ... but the dryer then worked. When the repair guy was at our home we mentioned that clothing and various items get caught in the front part of the dryer - he explained this was common and he would order a part to correct it. He indicated he would call us and return to install the part. The repair guy never returned. Warranty ended and we gave up. 1 year later - We rec'ved a call from a Sears warranty person about another appliance and we unloaded our dissatisfaction on him. He indicated that he could see the part was ordered and gave us a number to follow up. We left a message at that number and heard nothing. We tried calling Sears and after 10 numbers we reached someone who heard our story and apologized and made an appointment time for a service guy to come out. The next day we received a call from a woman from Sears who immediately escalated the conversation and starting yelling at me. It was so bizarre. There was no hello, how are you. We need to discuss this situation. It was an instant attack. I told her it was my understanding the situation was resolved. After listening to her verbal attack I insisted on hearing from her supervisor and have yet to hear again from Sears. What a disappointment. Who pays $1000 for an appliance expecting it to last 10 years only to find out it is a piece of crap that eats clothes and the company that sells it could care less.