Complaints & Reviews

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Searsmissed 2 delivery dates!!

My wife and I bought a chest freezer at Sears in Sept. The first available delivery date was for 3 weeks later!! (our old one crapped out so we kinda needed it soon). So, my wife left work early to make the delivery time and she was greeted with a message from Sears saying "Sorry but your freezer never made it on the truck", so we called and re-scheduled for a week later. Again my wife comes home early and again there's a message, "Sorry but your freezer never made it on the truck". The delivery guy on the message said he could re-schedule (again) for Saturday, but there'd be an extra charge!! Well, that was it, we called and told them to cancel the order and refund the Sears card. No problem said the (actually quite nice) lady on the other end. Today (Saturday) my wife and I get home from breakfast with some friends and are greeted with yet another message wondering why we weren't home for our delivery time!!! We have bought all of our other appliances for Sears and have never had a problem, but this was just ridiculous. They say it takes a lifetime to gain a customer but only a minute to loose one, well, I can now safely say that this is the last time I buy anything from, or even set foot into Sears. There's lots of other places around that I'm sure would love to have our business.

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    Sears / Kmart — corporate policy complaint

    I have been working for sears holdings for a while now. And I work at the kmart in fitchburg, ma. I am a good...

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    Sears Frankfort, KY — employee with theft charges working

    There is a lady working in the Lawn and Garden section of this store which I know has charges of theft of...

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    Searstire service

    The automotive department at Sears of Winchester is run by a bunch of people who have absolutely zero knowledge of tires. I spent 40 minutes on the phone with Sandy to get 1 quote on a new set of 4 tires. She finally found a set; had me rush over to the store to purchase & install them before she left only to find out that these particular tires were sold the day before to another customer.

    Sandy then states that she has a set of Bridgestones that are going on sale tomorrow...call back tomorrow to get the price. I call back the next day and get that dimwit Sandy again and spend 45 minutes (no lie) waiting on the phone while she tries to figure out the sale price of these tires.

    The price is good on the Bridgestones so I decide to buy them. Drop my vehicle off and when I get it back, I have 3 large, long scratches that run most of the length of the driver side of the vehicle. 3 months later, I'm still trying to get sears to pay for the damage done to my vehicle while in their possession.

    One of the four tires that I replaced has been leaking air pretty bad (about 5lbs every 2 weeks). I've been afraid to take my vehicle back to Sears to have it repaired. When I first noticed the leaky tire, I contacted Sears and spoke to Debbie. I told her that the tire is leaking at the bead because it wasn't cleaned/sealed correctly. Her response was that I haven't properly taken care of the tire! Another $25 to fix a problem that Sears created...no thanks! F..them!!!

    Stay away from Sears Automotive of Winchester, VA. Their motto is what we lack in automotive knowledge we make up for with terrible service!!!

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      • Un
        Unsatisfied Sears Customer Oct 20, 2009

        You really don't have any avenue for complaints with Sears. It's super-secret information to find out who the district managers are and good luck getting in touch with anyone outside the store who has the leverage to fix a problem. Sears employees have free reign without fear of repercussions.

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      Sears Auto Center — an appropirate handling of service issue

      I am responding on behalf of my mother-in laws compliant. She went to The Sears Auto Center located at 4720...

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      Sears / Kenmorewasher broke

      Bought a washer and dryer for daughter in Tennessee I live in NY. Used my sears credit card. Washer broke down after 2 months and repair preson clueless said it was the timer. 1 week later the part comes to daughters home and then the guy said there was another part behind that one that was broke and it will be another week. I make phone calls up to corporate and speak to a Mike who said I would be gettin a new one on Saturday that was another 2 day wait. Well these idiots ( thats being nice) sent a dryer. More phone calls and it will be Tues. If I could I would of reached threw the phone and punch the rude woman Meagan. I now have to wait for Monday to speak to corporate and will expect a refun of some sort will pay the 300 left and then cancel the card or might just tell them to shove the washer and dryer and go elsewhere. Will never ever buy another thing from Sears and will never recommend them. No wonder they have finanial problems

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        Sears Photography Studio — rude employees in sears

        there are two employees there that are extremely un professional in front of my wife and children, we called...

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        Sears Outlet — sears delivery screws up, promises refund but never delivers on promise

        Summary: We bought a fridge and the delivery was rescheduled three times. after numerous complaints to...

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        Sears Battery Diehardquality, warranty

        Battery 'Diehard BAD QUALITY, Sears did not keep warranty terms and free service change battery ' in the my car
        Ferst battery gold put 11/05/2005, second visit 02/19/08 toexchange new battery and I pay $13.90.
        02/18/09 next visit battery exchange new.
        10/13/09 next visit battery dead, sear want the exchange new battary $56.06+tax and manager Bill tool me about the best quality battery Diehard??????
        10/14/09 Oleg, Toyota 2002 Solira
        [protected]@hotmail.com
        cell7325515833

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          • Mi
            michray1 Dec 30, 2009

            You either have a problem in your vehicle that is killing batteries or you are the MOST UNLUCKY PERSON IN THE WORLD to have 5 batterys go bad. GIVE me a Break! most battery manufacturers have a warranty rate around 3 percent (3 out of 100 go bad) I could maybe understand if you bought all your batteries at the same exact time (odds are they were produced on the same production line, and maybe Joe Schmoo had a bad day at work that day) but you bought them all at different times so your odds of getting 5 bad batteries is probably somewhere in the neighborhood of 1 in a million! Get your car checked out! Stop wasting Sears Time and Money!

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          Sears / Kenmorerepair appointment

          On Friday, October 9th, I called the Sears service repair center's toll free number to schedule an appointment for my Kenmore washing machine which had developed a leak. After talking to the representative about my service needs, I was convinced that I had an appointment for the following Wednesday. Since I had originally planned to ask for only a half day off, I requested the latest appointment available. The representative assured me he would note that on the appointment request.

          On Tuesday, October 13th, I called the service department to let them know that the repair technician could come as early as needed since my administrator agreed to let me take the whole day off in order to get my washing machine repaired. I was shocked to discover that my appointment did not exist according to the repair department.

          After talking with a second representative and being told repeatedly that she was "sorry for the inconvenience" and the next available appointment was October 21st, I asked to speak with a supervisor. The supervisor with whom I spoke was Jane Chavez (35698). Again I was told that the service department could do nothing even though the supervisor confirmed that according to their own records I had called on the previous Friday and had spoken with a repair department representative. It seems obvious to me that a repair was requested. Why else would I call the service request number specifically? When I asked her to review the tape recorded message, she informed me that it would take time to do that. Even though I had been on the phone with the repair department for more that 30 minutes at that point, I offered to wait. She said it would take too long.

          At that point I requested either an appointment on the day I originally made other arrangements with work in order to be available or a discount for a later appointment if that date was truly impossible. She repeated that no appointments were available and that she did not have the authority to authorize a discount.

          In essence, I am very disappointed with the service representative who should have correctly scheduled my initial request for an appointment. Now I will have to request an additional day off and wait another week for my washing machine to be repaired. I am not pleased with the supervisor either. Although she remained calm, she offered me empty apologies. As a returning customer of Sears, I expect to receive better service. I made the appointment in good faith, yet I am the person who is frustrated and inconvenienced because the service repair department employee did not do his job correctly. If the Sears repair department could not honor the original appointment date, I think they should compensate me in some way for their representative's error. I would much rather have my appointment, but something should be done to atone for my trouble.

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            Sears / Samsung 32 In Flat Screen Tv — overly lengthy tv repair, poor customer service

            I am now in my 5th week of waiting for a part for my 14 month old Samsung 32 in. flat screen tv, covered by...

            Sears Tires And Rimsdefective product

            We, husband and wife, purchased rims, tires, and warranty from the Sears Auto Service Center. After a couple of months, the tires started forming bubbles on the side. We were told about a better tire, paid the difference related to wear, and got the recommended tires. A few months later a tire started going flat. It appeared to have a slow leak because even though we put air in it, it would go flat a few days later. We took the tire back and were told that they couldn't find anything wrong. The tire was re-inflated and we were told that it should be fine. A few months later, the tire started going flat again. We toook the tire back and was told the there was trash in the bead. The tire was re-inflated and we were told that it was fixed. A few months later, the tire started going flat again. We took the tire back. When the service employees found out the problem, one of them said, "Oh, this free." Even though we purchased the warranty, it seemed like it was worthless. They weren't going to make any more money off of us so it wasn't important. We were then told that the rims were bent and there was nothing that they could do for us. We were told that there was no manager available. We went back the next day and spoke to the store manager. We left the car and waited on a call. When we didn't receive a call, we just went back to the store and we were told that the manager had left for the day. They gave us the keys and we asked if the tire was fixed. We were told that the manager said that there was rust in the rim, he filed it down and the tire was re-inflated. They told us that they think that it was fixed. A month or less later, the tire started going flat again. It takes a lot of time out of the day, time off from work, and effort to keep coming back to a store only to find out that the problem is still there. Each time, I hope they have found the problem only to be disappointed months later. I depend on my car to transport my two year old daughter and to get to work. I have had to leave my car at home to go to work because of a flat tire. We can't feel safe driving around town yet alone out of town. I made a complaint to another on line department and was responded to that the store manager would call us in two days. It has been a week and we still have not heard from him. This is not the service and quality that I had grown to know from Sears. We were faithful customers of Sears because we believed that the service, quality, and customer service was good. I purchased windows for my home, appliances, clothing, lawn equipment, household items, etc. from Sears. Now I am being treated as though my satisfaction means nothing. Can I please receive a response from someone that is going to help me.

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              • Eu
                eusidnac Oct 13, 2009

                I had Sears install my roof on a 1860 home...they majorly screwed it up...cost me alot of money to repair their damage(|I would have been better off not getting a new roof compared to what they did to it)that they caused...they didn't care...I haven't shopped at sears in years...perhaps we all should stop shopping at that store and see how long they stay in business. I mean Iam surprised they still are in business with the so called "customer service" they provide.

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              Sears Department Store — poor customer service

              October 11, 2209 Sears Corporate Office 3333 Beverly Road Hoffman Estates, Illinois 60179 Attn: Advocate...

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              Sears — customers beware

              First, never buy from sears!!! Sears will try to rip off the customer every time. Bought a $30 pair of shoe...

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              Searsrepair service terrible-poor customer relations

              I saw the commercials for Sears Blue Team, service repair specialists. My dryer died suddenly and decided to give Sears a call. I was told Sears would come out and repair my dryer, I would have to wait a week for the vist however. I waited a week, took a day off of work to wait the four hour window provided to me for the technician to arrive. He arrived within the timeframe and informed me that he would need to order parts and that I would have to be rescheduled for another week. Understandable, a pain but understandable. I wass given a four hour window again 8-12pm the following week (seven days later). I called Sears that morning to ensure a tech would be at my home between 8-12pm as told a week earlier, I was told that a tech would arrive and call before coming. At 11:24am I was called and told that a tech would not be able to come and service would need to be rescheduled for the following week. UNACCEPTABLE. I asked to speak with customer service to get my money refunded $205.63, I am going to buy a new dryer from another retailer. The person on the phone was very rude and told me that he did not deal with money and refunds, I repeated for him to connect me with customer service or whomever does handle money and refunds. He hung up on me. I called back and asked for customer service. After telling my story to two people and being on hold for 15 minutes I was told that a refund could not be given until the parts that had been ordered by the original technician and delivered to my home by UPS where picked up by Sears. I had to schedule another four hour window four days later for someone to come and pick up the parts, I then have to call Sears to get my refund. Sears had dropped the ball big time and has lost a customer for life. I have purchased many items from Sears in the past, many that cost thousands of dollars. I will not spend another dime in Sears. Sears has lost their appreciation of their customers and their poor customer relations is one of the reasons Sears has had such a decline in business. Sears used to be legendary and a premier in the industry. Now they have hit rock bottom and it is no wonder they have the economic issues and low customer counts.

              Jeffrey Forlastro
              [protected]

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                • Ma
                  Marilyn Boggus Sep 02, 2010

                  Had an appointment set up for today under their extended warranty program - they called this morning and said so sorry - overbooked - you will have to reschedule. This is not the first time this has happened! Don't sign up for their service - it is lousy! If and when they get here, it is usually another wait for them to order parts (even common ones).

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                Sears PartsDirectvery poor shipping

                On Friday I ordered a door seal. I was told that it would be delivered on Monday. Ieven got the email confirmation stating Monday was the delivery date. I thought this was very cool since I hate to wash dishes for my family everyday.
                Monday came and went, no part. Tuesday came and went, not part. I called sears late Tuesday and was told that the $14 I paid for shipping on a $53 part was "standard shipping" for a 5-7 ( or maybe it was 7-9 ) business day delivery. WOW, talk about a shipping rip off.
                I'll never order anything from this place again... EVER.
                Meanwhile, I wash and wash the dirty dishes!!!

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                  • Sh
                    Shelly12345678910 Dec 01, 2009

                    I ordered $100 in goods earlier this month and aside from receiving a couple items, it has stated this entire time that the rest of my order would arrive in "7-9 business day."
                    Ummm...it has been a month and there isn't even a tracking number.
                    I just emailed Sears.com about this AS WELL as a package of men's Adidas cologne (for my boyfriend) I bought off their site which arrived with the plastic screen to the box ripped off and jabbed numerous times with what I believe was a pen. Also, the package was rather out of shape and the cologne was out of the package with the lid off. How embarrassing giving it to him Ughhh!
                    I had no idea that such a large corporation could be SO ###.
                    I would rather have paid extra and shopped from Macys, Jcp, or Bloomies than deal with damaged goods, and packages which never arrive!
                    The shipping is ridiculous as well -- I agree!
                    I hope your dishwasher arrives. I'm never ordering from Sears.com ever again neither!
                    SEARS SUCKS!!!

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                  • Lo
                    Lousy way to do business May 21, 2012
                    This comment was posted by
                    a verified customer
                    Verified customer

                    I made a mistake while ordering a part and immediately tried to change it. I was told that it was clearly stated in their policy that there can be no changes or cancellations once the order is placed that I can call for a "cancellation number" when I receive the item. They will not return the $10.99 that I paid for postage and I will have to pay for the return postage and the "cancellation number." I thought I could trust Sears.

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                  Sears Auto Repair Centerdefective repair/deceitful diagnosis

                  From: [protected]@hotmail.com
                  To: [protected]@aol.com
                  Subject:
                  Date: Fri, 18 Sep 2009 18:38:40 +0000


                  *
                  PEACE


                  SEARS AUTO CENTER

                  [protected]


                  Hello Joni,


                  I am BJ. BEATTY, my family and I recently moved to PORT RICHEY FLORIDA.

                  Since hurricanes KATRINA and RITA we like so many others have lived multiple states.

                  My wife and I chose this particular town for medical and academics reasons

                  She has a terminal condition called LUPUS and we have school age children.


                  We recently had our car serviced at a local SEARS automotive repair station.

                  We have always trusted in SEARS for integrity and quality goods and service.

                  Today the automobile that we had serviced has been rendered BROKE DOWN.

                  This is our only means of transportation. Thus I wanted to make sure that the work that was done was done professionally.

                  This is why we had the service performed by SEARS.


                  The service that was done was determined so be sufficient. I am a member of the FIRST BAPTIST Church.

                  My wife and I also operate a ministry that aids in transporting shut ins to and from DOCTORS appointments.

                  SO WE DESPARATELY NEED TRANSPORTATION.

                  The assessment made by your shop manager was accepted and the supposed repair was completed on the same day.

                  The repair date was 09/07/2009 the automobile was dropped of at 09:20 am.

                  The actions performed lasted for exactly six days. As we were returning from church services we begin to experience some of the same issues that we thought SEARS had professionally repaired.


                  We paid to have auto towed to sears on Sunday the service manager indicated on Monday that he would have it towed to another location for an evaluation that he was unable to perform.

                  I was told that the matter would be handled by Sears for it was apparent that SEARS automotive repair department had misdiagnosed the repair.

                  I was told someone would contact me when it was ready for pick up. The following day I had to call the manager (ALEX MACALUSO). He was not in but left word with Joe Esposito that he would be gone for the day.

                  I was unable to call back the following day for my wife is experiencing major complication from Lupus thus our family was committed to be with her at the hospital.

                  Our Pastor/Friend made contact and ultimately spoke with manager ALEX. He was told to call back several times. Finally manager Alex became verbally abusive and totally unprofessional.

                  We were told to contact STORE MANAGER ORLANDO PEREZ for the matter was out of his hand, and he did not care to be bothered by our church nor our automobile.

                  Many attempts have been made to contact Mr. Perez but he seems to be ever elusive and my Pastor and have no desire to contact Mr. Macaluso because he has very mean attitude and wishes to now hang up as soon as he realizes who is attempting to make contact.


                  Ms. RENICK our church loaned us the $385.74 to pay for the repair. This is why our Pastor/Friend elected make contact. Not to mention that a vast majority of our members shop at Sears for all the reasons mentioned before. This is why this whole ordeal has been so devastating. We have patronized Sears for years and have been confident that our experiences would always be positive.

                  That is not the case anymore. I am 60 years of age and really do not need this aggravation

                  I grew up with Sears in my family. Right is Right & Wrong is Wrong!


                  We need our transportation repaired.


                  We need someone within your corporation to intervene.


                  Sincerely


                  Mr. & Mrs. Beatty.

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                    Sears Master Protection Warrantypolicy for master protection cancellation

                    I purchased a Sears dishwasher approx. 2 years ago. I also purchased a 5 year Master Protection Agreement along with the dishwasher.

                    I am moving and no longer in need of the extended warranty. I called today to cancel and was told that they
                    would credit me once I gave them the credit card information that I originally purchased the dishwasher with.
                    I explained to the representative that I no longer had the card, the account was cancelled a year ago. He told me
                    that this was the only way they would refund my money. How is this possible? I answered all their questions, they have proof enough that I am the original buyer. I am still at the same address where they delivered the
                    dishwasher, but because the account is closed I cannot be refunded my money. "This is our policy" is what I am told by the manager in charge. When I inquired about what the company that I no longer have the account with would do with my money they were going to give to them, they told me "They should send you the money, but I don't know for sure". Boy, that is a wonderful response.

                    Apparently Sears believes you should be bound by your original payment method. It's not like I purchased the item 2 weeks ago and are trying to scam anyone. They have had the money for 2 YEARS.

                    I can assure you I will NEVER purchase another item from Sears. At this time, every appliance (except my microwave) in my home has been purchased from Sears, but at my next house I will not make that mistake again!

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                      Sears Kenmore Electric Range OvenOven Broiler element caught fire

                      My Kenmore electric range caught fire while broiling a steak. The broiler element became white hot and continued to burn after power was shut off. Fire Department called. The element broke into white hot flaming chunks and fell to the bottom of the over where it continued to burn white hot. I purchased the oven new about 5-6 years ago.

                      Sears web site customer service does not handle this type of complaint. Phone numbers are for service or delivery only. I cannot get through to someone who will help me.

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                        • Sa
                          Santo Palomo Oct 02, 2009
                          This comment was posted by
                          a verified customer
                          Verified customer

                          You should have taken some pictures and sent them with your explanation of what happened to your state consumers affairs department and at www.SEARS.com. At the SEARS website click on Customer Service at the upper right hand corner.
                          Under PRODUCTS you can see if your toaster oven was recalled under Product Recalls. On the same page you will see at the bottom of the page NEED HELP? You can phone, E-mail, or Chat. I'd also go into a SEARS store and talk to an appliance salesperson and see what they can do for you. Or what they won't do for you.

                          It's particularly important to fillout and mail the registration card when you open and use the product. It's a way the company can send you any recall, safety, and service information or send you parts to change out. Otherwise, the manufacturer or the company you bought the appliance from thinks you bought the product from a garage sale or flee market. Unfortunately, if you don't buy their service agreements it becomes the price you pay. They just don't make them like they used to.

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                        • Ta
                          talleyho Oct 21, 2009

                          Almost the same thing happened to us on 10/16/09. I turned the stove on 375 and set the timer for 25 minutes. After 10 minutes, the stove beeped twice. That caught my attention so I went into the kitchen to find that the stove switched over to broil mode (on its own accord) and the only way we could get it to shut off was to kill the circuit breaker. After letting it cool for an hour, we switched the breaker back on and the same thing happened. I called Sears and they said the only recourse I had was to file a complaint with the CPSC. I should mention that the stove is only 5 years old. Sounds like we're in the same boat. I know there was a recent recall for some Kenmores because the stovetop would stay on. Maybe they'll issue another one. Good luck.

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                        • Jd
                          jd90277 Mar 09, 2011

                          My Sears Kenmore Electric Range Model [protected] oven seal contains toxic materials. A few minutes after I turned on the automatic oven cleaner, a foul smelling toxic gas filled my apartment and created a cloud. There was no way to shut off the oven. I even tried unplugging it. But nothing would stop the oven cleaning. When I tried to open the oven door, a flame shot out. Everyone in our entire apartment building left their apartments and went outside because they could not breathe. Sears sent out 3 repairmen on 3 different occasions and only the last one admitted that the seal on the oven door was the problem. He replaced the seal. But now I am scared to clean the oven. The toxic materials might get into my food. My lungs are already damaged. How can I get Sears to admit that they used toxic materials in the seal? Are there any class action suits that I can join?

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                        • Br
                          Bradley P Apr 23, 2011

                          I also have a electric range and it to caught fire. I was sitting right beside it and was able to get it out myself. I had to turn the breaker off to finally get it to turn off. I called Sears and they hung up on me and was willing to send someone out to put the same board with safety issues also. They really disappointed me with the fact they didn't even care what model it was. My last Kenmore product I will buy. I will buy from someone who actually makes the product, instead of put their name on it.

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                        • SearsCare Apr 23, 2011
                          This comment was posted by
                          a verified customer
                          Verified customer

                          To Bradley P,
                          My name is James and I am part of the Social Media Support Escalations team at Sears and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at [protected]@searshc.com so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Bradley P ) for reference to your issue and we do look forward to talking to you soon.

                          Thank you,
                          James H.
                          Social Media Moderator
                          Sears Social Media Suppor

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                        Sears Master Cardfinance charge

                        I paid double the minimum payment and still got a huge finance charge! This must be illegal. Can someone answer as to when Omama's credit card ant rip-off legislation goes into effect and who is fighting Sears on this incredibly terrible business practice. I will never buy from them again once I get this card paid off. Never.

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                          • Ba
                            baffaled Feb 03, 2010

                            I a sears master card holder have come upon hard times like most of the world. Made payment a arrangement with sears for my sears card and master card on the same day with the same person on the phone. When I reviewed my bank statement after a very rude call from a collection agent in reguards to my sears master card. The arrangement went through as planned for the sears card but not for the master card. Now I'm in collections and have a bad report on my credit. No one at sears can help they say but it is there fault that the arrangement did not go as planned. I trusted that they would do what they promised. Sears is the ones that called and wanted the payment plan to come directly from my checking account and that is the way it was suppose to happen. and now I pay the consequences. There has to be someone that can reverse this BIG MISTAKE that sears made.

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