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Sears complaints 2937

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I had purchaced a pair of earrings for my mom for mothers day. And after I gave them to her she noticed the claps was bad on one of them and asked if I could exchange them for a knew pair so I took them in a few days later when I arrived at the store the on 5/11/11 @5:15pm there was two sales clerks in the jewelry dept. A man an women the lady (Jennifer...

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7:41 pm EDT
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Sears chat associate lied in placing order

I was ordering 4 mattresses online from sears when a chat associate popped up and asked if I needed assistance. I proceeded to ask questions and place my order through him. He gave me the price with tax and delivery. I asked if that was the final price. He said yes, it was the total charge and I gave my credit card info to him (Stan) through the chat window. I had never done this before and will never again. When my confirmation email came, the price was $30 higher than he told me. I called to ask why and what happened and was told that he has misinformed me. How is this possible? Can a company just decide to charge a different price after you have agreed and given out your credit card info? I would advise people to stay away from SEARS. I know I will.

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2:36 pm EDT
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Sears Glass Range Top Exploded

Having a nice quiet evening cooking dinner on this 5 burner Kenmore Gas-Glass Top stove and then bam the glass top exploded into thousands of pieces with glass shards flying as much as 8 feet away! What a shock! The stove works but the glass deck is gone... never heard of anything like this. A visit to the nearby Sears left me with no answers... or help. What to do?

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vickyanddavid
Washoe Valley, US
Jul 20, 2011 2:04 am EDT

I am so mad at Sears right now I should not be typing this. I have Sears Gas Range Model #790.[protected]. We had to wait approximately 10 days to get a repairman out to replace the oven ignitor. The visit and parts - labor came to $254.95. I used the oven for the first time 3 days later. Set the oven to preheat at 375. It seemed to take longer than usual to preheat. I had just turned away from the stove when I heard a loud pop. When I turned around the LEDs on the stove top were all blank and the oven had quit. I called Sears and was told it would be another eight days before someone could come out and check it out. Also, if it proves not to be the ignitor I would have to pay the $129 service call again. What are the odds that this problem is not related to what they did to repair the stove. If it is not fixed on the old repair ticket I am done with Sears. I will not repair it again at my cost and I will shop elsewhere for a replacement.

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1:56 pm EDT
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Sears service scheduling and communications

Very Poor Scheduling and Communications With Customer.
We purchased a washing machine from Sears, Pineville, NC. Also purchased the extended warranty. We recently needed a service technician to come out and troubleshoot a problem. We called, got an appointment, and my wife took 1/2-day of vacation to meet the technician. He showed up, analyzed the problem, ordered parts, the parts were shipped to our house, and then came time to get Sears (A&E Factory Service) back out to complete the repair. Good grief! Everything went bad from that point forward. Short version: they scheduled a return date, my wife took another 1/2-day of vacation to meet the technician, they sent an automated confirmation voicemail to ensure that everything was on schedule, they never showed up, they never called, they rescheduled for another day without any notice, and my wife lost 1/2-day of vacation and production at her job.

We tried calling the Sears customer support number. What a completly worthless exercise in frustraion that was. They were like talking to a parrot. They obviously cannot do anything except read a computer screen. They have no ability to affect any local action. They left me "on hold" until the line went dead.

We finally accepted the fact that we were stuck with the rescheduled appointment. My wife scheduled another 1/2-day of vacation for that date. We checked the automated service and they confirmed the appointment. The very day of the new appointment my wife called the line when she got home and they confirmed that "your technician will be there shortly." But they never did show up and they never called.

But we were a bit more proactive this day. We both started calling every number we had related to Sears. Somehow, by some accident of fate we got a live person at the Sears, Pineville, NC store (Large appliance department)(An appliance sales person). That person was good enough to make some calls for us. That person somehow got in touch with somebody in Raleigh, NC that scheduled a technician for the next day (Saturday). Today is that Saturday and the technician is here as I type.

Sears is seriously ill in this department. My parents filled their houses with Sears appliances all during their lives. I have always purchases Sears appliances since my first home purchased in 1982. However, no more. (That is a real shame)

It seems that now I will have to shop Home Depot, Lowes, HH Gregg, and every other big-box retailer to get my best deal. No matter who I buy from, it will be A&E Factory Service that supports the warranty and extended warranty.

2011 = the death of customer service for large appliances.

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MinnesotaBetsy
Windom, US
Jul 13, 2011 6:19 pm EDT

I have had the same experience with Sears/A&E Factory Service but PLEASE be aware! DO NOT use the big box companies as an alternative because you WILL get the same experience. We actually purchased the warranty on our washer/dryer from LOWES and it is indeed the same company. Evidently Sears owns the company A&E Factory Service and this is who you purchase the warranty through whether it's from Lowes or Sears! I don't know about Home Depot, etc. However, the time/money/vacation that customers exhaust would be better served by actually just PAYING for the service through a local small-business owner who might actually understand the meaning of CUSTOMER SERVICE. Sadly, as these companies get bigger, we will probably end up with no other options because the small guys will just not survive.

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TheWayItIs
, US
Jul 06, 2011 5:09 pm EDT
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Save your money, over all products purchased, you will be spending much more money for the extra insurance/maintenance than it's worth with the hassles, lost work time, etc. In Charlotte, you have more choices of authorized repair companies - let them compete for your business when/if you need them. FYI - if you were sucked in to Sears Master Protection agreements, those "free" maintenance calls in years one, two, three, etc are a complete waste of their time and your time - you'll have the same issues with appointments.

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1:08 am EDT
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Sears bad roofing job

Sears Home Services, formerly Home Central (botched roofing specialists), is their new name. Don't be fooled by a name change. It's the same crowd who botched up my roofing, with the same lousy attitude. They can change the name but until they improve their performance and make good on the mess they made at my home, I still see them as a bunch of crooks.

See what they did to me:

http://www.youtube.com/watch?v=wawPUUCukfc

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12:34 am EDT
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Sears you take day off - they don't show up

You'll get a brief diagnosis of the problem, they order parts, charge you in full — and cancel each appointment after they should have arrived. We had bob, technician #2055 come on april 15th to fix our craftsman riding mower. He ordered parts, charged us $370.79 and promised to return on april 22 between 8 am-5 pm to replace the carburator. My husband, who is a bank executive, took the day off. He received an automated call that the service had been rescheduled for the following thursday, april 28 between 8 am-12 pm. He took the morning off. No one came. He left at 1:00 pm and called customer service. Who told him it was cancelled because they are waiting on parts. The parts were mailed to our house and received on monday april 18th. He informed them, explained the inconvenience they have caused and the expense of taking time off to be here. They were apathetic and said they could come may 2nd. "do we have to be here?" we queried, "absolutely" was the reply. May 2nd was impossible for one of us to be home, so we agreed on may 5th between 1pm-5 pm. I took today off work, I do not have personal time and the cost of this day off is $210. So here I sit. I called customer service to confirm the appointment since no one showed, again. It has been moved to tomorrow morning between 8am-12 pm.

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10:36 pm EDT
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Sears lawn mower warranty/repair

I have an extended, 3 year warranty on my Craftsman riding lawn mower by Sears. I have had a Sears repairman out 5 times to repair problems on the mower. Right now, I have several problems again: 1) sometimes will not turn over or start for several times before it finally starts 2) mower blade sometimes will not engage when the lever is engaged 3) sometimes the mower dies when the blade is engaged 4) the cutting deck will not stay level 5) right now, the mower will not go forward or backwards at all. I have talked with the Sears area manager twice. The last time was Wednesday, April 27. He promised to get back with me ASAP concerning replacing the mower and also paying for the times I have had to hire someone to mow my lawn. I am a patient man; however, this is not the way to do business. I am convinced the mower is a bad product and I would like my money back or a new mower.

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Sears hater
, US
Aug 10, 2018 1:32 pm EDT
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We have an extended warranty on our lawnmower. It broke in June, they said someone would come out. The guy called us that day and we told him the engine was locked up. Said he would order a new one and it would take about 3 days for it to come in and he should be out 2 to 3 days after that to put it on. We never heard another word from him, wouldn't answer his phone and wouldn't return the calls. Called Sears back, said they saw the engine was ordered but got another appointment date, would be there from 8-5. At 3:30 I told a friend that the tech would call at 4:45 and say he wasn't going to make it. He called my husband's number at 4:20, he had been given my alternate number because we knew there was a chance he would be in a dead zone on his phone, but he never called me. When his phone finally got the notice, he let me know and I called the tech's number, no answer, left a message. Called him again the next morning, same thing no answer no return call. Called sears again, got another date, it was yesterday. Stayed here all day and he never came and he never called. We now have another date for next week, that will be two months since the lawnmower broke. My 70 year old husband has been having to borrow a lawnmower. He has to go load it up on a trailer bring it home, unload it use it and load it back up and take it back then unload it back into their shed. I called and got a case number from the main headquarters, today I called them to see what they were doing and they say they can't find us in the system anywhere!

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kirstietoo
, US
Jul 30, 2015 9:30 pm EDT

I just brought my lawnmower in because it won't stay running, found out the repairs used to be done in ma 40miles from plymouth now I find out they send them out to maryland, I wont get my lawnmower for 6 weeks that is Insane not worth the money for warranty t or he mowers break way to easy and now they don't fix them in reasonable time. Im going to call and complain to someone ripping people off not fair .

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10:01 pm EDT
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Sears replacement of schwinn exercise bike

I purchased a Schwinn exercise bike three years ago. Also purchased the extended warranty. When the
warranty came up for renewal this year, I renewed it. Had a need for a service call in March, 2011. They ordered replacement parts which as of May 3, 2011 were still on backorder. Was told they would replace bike if repair could not be made. Discovered today when I took my authorization number for the replacement to Sears, they only will replace $300 toward an exercise bike. I paid almost $500 for the bike plus purchasing the warranty for a total of almost $700 at time of purchase. There was no manager there to speak with, and I waited for more than an hour while I thought a manager was out to lunch. Sat in the department while employees were all around, none of whom seemed the least bit interested in assisting me in solving my problem. I will never ever do business with Sears again, nor will I ever purchase a warranty contract which is totally worthless in my opinion. Interestingly, while I was waiting, I was approached by a salesperson wanting to sell something for my home. SERIOUSLY?

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Update by Clarice Charlene Cory
May 04, 2011 11:07 pm EDT

But that is not "replacing" my bike with a comparable product, is it? And that is what you pay for in the warranty contract.

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2:44 am EDT
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I go into sears tonight with my fiance and my 2 year old son to get a tool set (199.99) and some toys for my sons birthday this coming weekend. I was at the check out island/counter having the associate look up an item number when loss prevention employee Tim approaches me with 2 security guard's and says "get the ### out of my store" I just look at him...

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2:43 pm EDT
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Sears broken tv with extended warranty

We bought a flat screen tv in late November 2010 and took out the extended warranty. Our tv broke on April 16, 2011, and here it is 2 weeks later and our tv is still not repaired or replaced. Twice we have been lied to and told the part we needed was shipped to us and twice we have had repair appointments set up which were cancelled and now we are told the part is on back order with no anticipated ship date. We cannot get a replacement tv until the tv has been broke a month with the part not being available. After a month we can call back and ask for an authorization number to get a replacement tv. Really, does anyone want to go without a tv for a month when they paid good money for the tv, plus good money for a warranty? I will never again buy any product from Sears or their affiliate Kmart...I thought companies had the motto that the customer is always right and every attempt should be make to keep a customer satisfied, but I guess I was wrong about that with Sears. Next time I want a product, I am going to Best Buy or American as I have never had a problem with them!

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TheWayItIs
, US
May 30, 2011 6:13 pm EDT
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A few brands of TVs still have 90 day warranties. Most are 1 year. If 1 year, your TV is still under mfr warranty and you "extended" plan, or "master protection plan" is meaningless. Call the Mfr's customer support to expedite.

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12:55 am EDT
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Sears employees

I would like to say that Sears employees need to be trained better on the products and information they give to customers. I had bought a samsung television and the employee specifically stated that I should get a master protection plan because of the many benefits that it has. Not knowing anything about such a plan, he specifically stated that I should attain one because of burned images or imagery retention he called it that plasmas sometimes get, so I did. It was not a cheap plan and I suppose if I would of read it myself maybe I would of refused such expensive plan, however, I thought employees were trained to know what they were talking about and not provide false advertisement. I could continue with the phone calls I made to sears about fixing my problem but felt like being a loyal customer did not benefit me at all because I continued to get the run around from a varitey of personal that kept transfering me to some else.

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JKDE
, US
May 03, 2011 1:49 am EDT
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Sears employees are only trained to sell you master protection plan extended warranties. Extended warranties are the biggest profit maker for Sears and any other big store. Extended warranties are useless to the buyer as they do not cover anything the sales people say is covered. Sales people are told to lie to customers to get them to buy those extended warranties. Sales people make big commissions and bonuses for every extended warrantee they sell.
Look at all the complaints on this site about extended warranties from Sears, Best Buy and even car dealers. You think you are covered for any problem but you are not. DO NOT BUY EXTENDED WARRANTIES!

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10:52 pm EDT
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Sears terrible customer service

Our appointment was for 1pm and we signed in and no one even acknowledged us. We were there from 12:45 until 3:45 p.m. The gentleman that took our pictures was absolutely great, it was just the fact that there was only 2 people running the entire show. If we would've gotten the woman then we would've either left or not got any pictures at all. On the day of pick-up, stood in line for 30 minutes without anyone acknowledging us. After 5-10 minutes there was about 5 other customer's behind me waiting also. No one could even say we'll be with you in a few minutes we're with a customer right now. The gentleman finished with his customer and set them up with the viewing of their pictures and came right over to us and was very nice and quick. The lady sat with her customer the entire time while she was looking at her photos. All she had to do is show the customer how to use the keyboard to look at the pictures and tell her that she would be right back, that she was going to assist other customers that have been waiting FOREVER! The other people that were getting their pictures done when we were there, said that the woman was the manager filling in and she didn't know what she was doing. They ended up not getting any of their pictures because they were so bad. Basically comes down to, the store needs more customer service reps(one to greet customer and 2 or 3 people to take pictures since there is 3 rooms). Get rid of the woman and maybe things would be a little better. Will never come back there again or any other Sears Portraits along with many others that I was talking to that feel the same way. Good luck!

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reneas mom
, US
Dec 04, 2011 10:32 pm EST
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I have tried unsuccessfully to use an offer on the Sears Portraits web site for one week. I have sent three unanswered emails asking for help, and remained on hold several times in excess of 30 minutes with customer service to ask for help. When I did reach a customer service representative she gave me instructions that did not work, and ended the call before I could try her suggestion.

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7:47 pm EDT
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Sears customer service is horrible

To Whom it May Concern:
My refrigerator of 10 years suddenly quit, rather than getting a repairman I chose to research and purchase a new refrigerator from Sears. The service I received was the most awful experience I have ever had with any company.
I have always been pleased with Sears, all purchases from TV’s, Small or Large Appliances, shoes, clothing, pictures even glasses came from Sears. I expected this time to be no different.
On April 17th I went to the Sears store number 4044 with measurements, searched and found a side by side refrigerator similar to my existing one. I located the Salesman, Dan and prior to paying I asked 3 questions, 1~I wanted a new not refurbished or damaged product, 2~I needed it delivered as quickly as possible due to not having a refrigerator and an upcoming wedding and Easter Holiday and 3~I wanted them to take the old refrigerator. Dan assured me that the product was new and it could be delivered on Wednesday, April 20th, I was to receive an automated call, if I didn’t receive delivery confirmation I could call 1.800.341.2517. Apparently, the storm in Delaware the previous night knocked out the stores computer system and I found myself calming Dan down as the checkout process was lengthy. I smiled and laughed explaining, all that mattered was I got my refrigerator. Again, I have never been dissatisfied with Sears and truly did not expect what happened next.
Tuesday, April 19th I called 1.800.341.2517 and spoke to Barbara. I explained my situation and the urgency of receiving my refrigerator, she was respectful and told me I would receive an automated call and if I did not I should call back after 6 p.m. At 6:48 p.m., I received an automated call stating my delivery would arrive between 3:45-5:45 p.m. on Wednesday. Anna provided a courtesy call to explain the installation process and confirm the delivery. I was relieved.
Wednesday, April 20th I took off work, ran some errands and went to the grocery store as I had lost all of my refrigerated and frozen food. I arrived home at 3:00 p.m. put my food in a cooler of ice, unhooked the waterline, moved out the refrigerator cleaned behind it, anticipating my new product. At 3:25 p.m. my nightmare began. I received a voicemail from Debra stating the refrigerator would not be delivered, it was not picked up from the store and directed me to call the store for any additional information. At 3:26 p.m. I began calling Sears store #04044 and have concluded that this store has the rudest untrained representatives I have ever encountered. The 1st call started with the representative laughing at the fact “they lost my refrigerator” and someone would get back to me, unfortunately she could not provide me a time. When asked to speak to a manager she informed me there were no managers in the store, they would be back at 4:30 p.m. but had a meeting at that time. I asked what she would do in the event of an emergency, she provided me with 1.800.469.4663. At 3:37 p.m. I called 1.800.4MY-Home, the representative pulled up my information and informed me that she would contact the store and have someone call me back; she explained that the refrigerator must be in the store, they do not grow legs and walk out. At 6:30 p.m. I had not gotten any response and realized that more coolers of food was to be lost, I again contacted the store in hopes that if a refrigerator could get delivered on Thursday, I could salvage some items. I remained on hold from 6:30 p.m. I was told everything from the managers were with customers (was I not a customer?) to the managers had left for the evening. At 8:06 p.m. I called from my cell phone and proceeded to go to the store, still being placed on hold. Judy a store associate did pick up the line and ask if she could help, I was please that when I walked in the store still on hold, Judy was indeed walking the floor in search of the “Lost Refrigerator”. Ram, the associate at the front desk asked if he could help, when I asked to speak to a manager (which remember they had all left for the evening), he immediately paged one over the intercom, I would come to meet Katie, Assistant Store Manager. I extended my hand, introduced myself as Holly Dorio and one of the few things Katie ever said to me in this whole experience, “Did someone call you”. My response no, I informed her I was still on hold and had been for hours now, she left to go check with Judy and did not return until after the refrigerator was located to tell me they could get the refrigerator delivered on Friday. She then told me that she spoke to the store manager, Justin and after the refrigerator was installed and I was pleased we would discuss compensation. I left the store that evening extremely upset, I knew at this point I would lose additional money for the groceries purchased and the frustration of the lack of respect from your management team is totally unacceptable. Sears has been a place as a child we went shopping; I worked for the company and am aware that this is not what is expected. I was sure that Justin, the store manager would contact me on Thursday to apologize, that never happened!
On Thursday, April 21st I received a call from the delivery service informing me that delivery would take place between 8:30 – 10:30 on Friday, April 22nd. At 9:31 a.m. on Friday, the refrigerator arrived. By 9:49 a.m. that morning I was already on the phone with Sears store number 04044 because the refrigerator was damaged. At this point I spoke to Mike Brooks, Store Manager who after I explained my situation and expressed the concern that yet again I was unhappy with Sears, he communicated to keep the refrigerator to get through the wedding and the Easter Holiday come in afterwards and Sears would reimburse me for the food and we can discuss compensation for the product.
Wednesday, April 27th I visited the store. I was greeted by sales associate Ram, whom I will say continued to treat me respectfully and help as he could. He directed me to Judy, whom previously located the “Lost Refrigerator”, Judy informed me that Justin, the store manager was not answering the page and Katie was out of the store for 2-3 hours. She would discuss this with Katie and call me back that evening. I didn’t receive a call until Friday, April 29th from Judy offering me $75 Gift Card for the inconvenience. After explaining I thought that was unacceptable, she said, “Katie is right here let me place you on hold to discuss this”, yet again Katie would not get on the line to discuss this with me. The end of the story is the store is gracious enough to refund me the delivery fee of $69.99 which I believe I was entitled to and a $75 gift card. As for the damaged refrigerator I am told there is a one year warranty if anything goes wrong with it. I have filed a complaint with Miranda 800.762.3048 and she again has communicated that Justin, the Store Manager would contact me. Let me repeat again, I have yet to hear an apology from a Store Manager. This will be the last purchase I make from Sears.
According to the Chairman Letter, Appliance sales are 50% greater than your competitors. This may be true, however I intend to share my experience with every social networking site, friends, family and any other individual I come in contact with. Customer Service is not just ending a conversation with “Thank you for choosing Sears”.

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Sears horrible customer service

Their customer service was appalling, both for the quality of their eye exams and their complete lack of customer service. I learned the hard way that "you get what you pay for" when you opt for a discount eye exam. To start with the optometrist incorrectly diagnosed my vision leading me to end up having to pay for another exam with a different (absolutely wonderful!) optometrist at an independent eye doctor. Yes, I could have chosen to go back to Sears and have it done for free but after the completely horrible customer service I had to deal with there was absolutely no way that I was going back there and preferred to pay for it out of pocket.

The optometrist and his staff didn't give me the customary wear the contacts for a week and call back to order them that all other companies have always given me and made me order them on the spot. Since I was wearing my last pair I didn't have another choice but to order them and also ordered a new pair of glasses at the same time. They told me a week to ten days for the contacts and my glasses to get in and they would call me when they were. After two weeks I never received a call and decided to go into the store while I was at the mall just to check. The office staff went in the back to "check" and found my contacts, but not my glasses. After another week of no call to let me know that my glasses were in, I called them and SURPRISE my glasses had been there for two weeks! They claim they called me and told me, but they never did and I asked why they didn't give me the glasses when I picked up my contacts the week before and they told me that I must not have asked about them. Why in the heck would I have made a trip to the mall to pick up part of my order and just leave the other part there? I mean seriously are the normal people they deal with that dumb? My mother was with me at the time and remembers them saying that my glasses were not there and it would be another week before they were in. So I made yet another trip to the mall to pick up the glasses and after a long painful fitting process where the sales associate seemed to have no clue how to fit a pair of glasses I gave up and just left with my crooked glasses (the other wonderful optometrist happily fitted them correctly for me in seconds so I don't know what was so difficult).

After weeks of constant headaches and blurred vision I began to suspect it was my contacts causing them and decided to make an appointment with someone different and pay out of pocket to have my vision rechecked and again surprise the prescription I was given was very wrong. I called Sears and was told that all I had to do was bring in my unopened boxes and they would credit me back for them. I brought them in and was told that they would not return anything without the original register receipt (and why was that NEVER mentioned when I called them). So I went home, searched for the receipts and once again returned to this horrible store. I finally got the credit for the contacts and my new contacts will be MUCH less expensive, which is about the only positive I can say about this experience.

I have tried contacting their corporate offices and specifically the worst regional manager ever - Sabrina Pride and have yet to receive any type of response. Needless to say I will never be going back there, nor will I recommend them to anyone.

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Sears repair service

Two weeoks ago I set up an appointment with Sears applaince repair to fix our dishwasher. The earliest Saturday they had was in two weeks. We waitied the two weeks and then had to wait for a four hour window. I verfified the appointment twice during the day and both times were told everything is on schedule. The window was from 1 to 5 and at 5 the technician called my wife and said he would be running late. He told her this after trying to talk her out of the work caliming it was too expensive, could get it cxheaper elsewhere etc. She told no, she would wait and to please come on over no matter what time. At 6:30 we recieved an automated phone call from Sears saying the appointment was canceled and to call at a later date and reschedule. Buyer beware, just because ther name is SEARS does not mean you will get proffessional services. In our case it was just the opposite!

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T. MCRAE
,
Apr 22, 2008 3:57 pm EDT

Sears is about to lose our repair business, our extended warranty business, and our purchase of appliances, because of the shockingly bad customer service that has cost us so much time and frustration.

I have made six telephone calls and my husband has made two just to get an appointment to get our under-warranty washer fixed. I first called to schedule a non-covered dishwasher to be fixed in the same time block as the washer. I was told that this could not be done because one was under warranty and the other was not. The dishwasher repair was scheduled and I was transferred to someone to schedule the washing machine.

The representative who answered insisted that the washer was NOT under warranty. I suspected that he was talking about a machine I gave away more than two years ago, not the one that my husband bought under the customer number he had before we were married, the model and serial number - and he still insisted it was not under warranty. He also refused to make the appointment for the same time block as the dishwasher.

Next, my husband called about the warranty on the washer; he had paid for the extended agreement and had just confirmed it on his end. He was told to have me cancel the appointments, and reschedule both, to avoid future billing problems because of the warranty. I did this.

But the next guy ALSO insisted that the washer was not under warranty. I gave him the customer number, the washer model and serial number, and our home phone number, but he evidently didn't even bother to look them up. He just kept insisting that we were not under warranty. I rescheduled. Once again, my husband was told that we ARE under warranty on the washer, and he was told to cancel the existing appointments and reschedule or we would have billing problems.

I finally got through to a woman representative who finally agreed to look at the customer number, phone number (we have more than one), and washer model and serial numbers and determined that yes, we ARE under warranty. She confirmed that the original appointments were for the washer I gave away more than two years ago - exactly what I had tried so hard to explain to the two previous representatives. She made an appointment for both the washer (under warranty) and rescheduled the dishwasher repair, so that they would be in the same time block. (Why couldn't the first representative done that?)

The representative then agreed to transfer me to a supervisor so that I could complain about how the other two appointment attempts had been handled; the phone rang and rang and was never answered, and there was no voicemail.

Today, the dishwasher guy showed up. The washer repair guy never did. When I called, I was told that the service had never been ordered. I tried to make a complaint to the supervisor. I was put on hold for more than five minutes, and was then told that the supervisor was in a meeting. I asked for an address to write a written complaint. The representative refused and gave me an 800 number to call for the address. It was the wrong number; it was for business accounts. They transferred me to a second number, which responded that they were also the wrong number. The second wrong number declined to give me the correct number, claiming that they didn't know it because it was on auto-dial. It was a dead number. I called back. I asked to speak to a supervisor and was told that I would be called back. That never happened.

The washer is still not fixed. I think it likely that a court would find that Sears has failed to fulfill the extended warranty contract because it has failed to schedule service - in fact, has made such service essentially impossible. It is striking that it will seem so much easier to explain this to a judge than to a Sears representative.

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extremelyangry201
,
Sep 12, 2008 4:36 pm EDT

Just got off the phone with Sears. Have been trying to get my washer (that's less than a year old) repaired. Already had someone out yesterday and he said he fixed it. He left without running it to make sure it was fixed. Called yesterday afternoon after I realized it was still down and rescheduled a repair for this morning (8am-12pm). I was told I was the first appt. of the day. At 10:30 I called the repair center and they had the guy call me. He said he's call me when he was finished with his current appt. to give me a better time frame of when he'd be out. He NEVER called. I ran some errands, but he had my cell phone number. He NEVER called. I came home and found a message from the repair center saying I needed to call them with a time I'd be home. I called. They said he tried calling me on my home and cell phone. He DID NOT. I have caller ID and an answering machine at home and I had my cell phone on me the entire time I was gone. So they wanted to reschedule for next week and I said no, I had to have clean clothes for my family next week. They said he'd be out between 1pm and 5pm today and he would call me. HE NEVER CALLED. At 4:55pm I called the repair center. They said there was no one available to come out tonight, I have to wait until next week. I asked to speak with a supervisor and the girl would not transfer me - instead she continued to argue with me for 10 minutes. Finally, she said the supervisor was on the phone and I told her I'd hold. I finally was able to speak with a supervisor but it didn't do me any good. SOOO - now I have to wait until Monday to get my washer fixed. For someone who's supposed to be a PREMIER customer - I sure didn't get the customer service. I have owned Kenmore appliances for many years, however in December when I have to buy a dryer and dishwasher, I will not be going to Sears. YOU SHOULDN"T EITHER!

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Nancy Rutkowski
,
Oct 21, 2008 9:14 am EDT

I had a problem with my kitchen stove. I called Sears to come and repair it. The service man said it was in the electricity and not the stove. We called an electrition and he right away found the problem. NOT the ELECTRICITY, but the stove. A wire had come off the back and had shorted out the stove. I was billed from Sears for $90.72 and the repair man did nothing. I am trying to not have to pay for two bills and Sears tells me that once the bill is made out, I have to pay for it. Then, maybe they will reimburse me. NO, I should not have been billed for it. The repair man did not do his job. The electricion said the repairman should have picked up on it right away. As soon as he pulled the stove out, he found the problem. I feel I should not have to pay for Sears something he did not do.

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Cheryl Vaughn
,
Oct 27, 2008 11:10 pm EDT

I have been a Sears customer for more years than I would like to admit. I have finally reached my snapping point. After reading the complaints about this company, Im not sure how they stay in business. I have had so many problems with their products lately that I too am finally done with them, and I informed them of just that after my last appliance service call. My response to that fact was "Im sorry to hear that, have a nice day". Im not sure if I should consider myself lucky or not, that my tech actually showed up. By the end of his call which consisted of five minutes and a pocket knife in the switch test to diagnose a blown transmission, not to mention a sarcastic attitude to boot, It was all I could do to keep from throwing him off the property. Later I was informed by a sales person that I bought my new Speed Queen washer from {not from Sears} that there is a switch in the 2and1/2 year old Maytag washer that Sears sold me that could of been the problem.But I guess Ill never know because that would of meant that he would of actually of had to work. The repair quote for the washer was more than I paid for it originally. I was quoted a price of 150.00 when I made the appt. When the tech arrived he told me that it would be 320.00 for just the tranmsmission plus 200.00 for labor. Of coarse I might need to replace the brake system.the transmission seal, and possibly the bearings.Oh lets not forget the 80.00 dollar just to show up at my door charge. The real salt in the wound was when the tech returned to my house two hours later because he had forgotten to give me my coupons for a new appliance. I filed a complaint with the customer service dept. Ihave never gotten a response from the repair dept as requested. Good luck Sears. Your going to need it. I for got to mention the brand new Sears Kenmore canister vacuum that was in the shop for repair two times in the first year that I owned it. Im going to miss Mervyns but I wont miss you! RIP

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bob
,
Nov 07, 2008 6:33 pm EST

Sears Repair broke my tub while replacing my bearings. my washer was left scattered over two rooms a month ago and still is. Numerous calls to repair service produced a different answer with each call.
Please NEVER use SEARS REPAIR SERVICE. Buy you appliances somewere where you know you can get serivce.
Washer was purchased in 2005.

Bob

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dont buy sears
, US
May 07, 2009 7:01 pm EDT

Sears loves to sell their appliances and their "extended warranties". Just don't ever expect to get any service from this warranty. Last week my washer broker, called in the repair and was told first available repair call would be in 1 wk. Today the repair man showed up, ran a diagnostic check and said all was great. Didn't even try to replicate my problem. Told me to run a load and give him a call if I had a problem. Sure enough, same problem again. Couldn't reach the repair man, called service and was told I'd need to schedule another repair call. (Now 8 days away. Meanwhile I've got a machine full of water and wet sheets. It took over 1 hr and several calls to finally find someone who would get me a repair for tomorrow. This is my last Sears appliance.

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robert brady
, US
Jul 31, 2009 11:49 pm EDT

service was to be done on a dish washing machine today between 8 and 12 no one came and when i called later in the day i was told a call was made to me and the caller was hung up on i gave 3 phone numbers and if i was him and i had intentions on doing the job i would have made a better attempt or made sure the message got to the right number we never received got it

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C Bennett
, US
Aug 28, 2009 2:44 pm EDT

Nothing new here from the other complaints I've read. I have a Kenmore refridgerator still under warranty. I was told I would have to bring the fridge into the store for repairs when I spoke with a representative I called through the Sears website (take the fridge back to the store?). I then called the store where I purchased the appliance and was able to make an on-site appointment with a repairman. As you might expect, I took a day off from work and no repairman showed up, no phone call, nothing. I called today and was told the repairman was overbooked and had no intention of coming to my home that day. I was then told the soonest new appointment I could make was 2 weeks from today.

I understand being overbooked, but not giving me the courtesy of a phone call to say that the appointment was cancelled is inexcusable. No more business with Sears for me.

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Sears Poor Service
, US
Sep 05, 2009 3:16 pm EDT

Sears has the worst repair service. First it takes over a week to get an appointment. Then when the repair man, I mean the "Technician" shows up he breaks my washing machine so I cant use it at all. The washer was working before the "Tech" arrived it only made a noise during the spin cycle. He quoted me a repair cost to replace the bearings on the drum for more than the replacement cost of a new washing machine. The machine is just over 5 years old. I declined the repair and was told by the Technician that I could still use my machine. I paid my bill and he left. When I tried to use my machine it would no longer drain or go into the spin cycle. I called back the service center the same day the repair man was at my home and explained the situation, they said some one would call me back, no one ever did. I called back again and was given a new appointment for 19 days later. I again explained the situation that my machine was working before the repair man came out and that I needed some one to come back ASAP. Still no help, meanwhile I cant use my washer, Sears just doesn't care, I will never purchase any thing from Sear again, I was a third generation consumer and now I will tell everyone I know to never ever go to Sears, too bad I hate to see another American company go out of business, especially over customer service.

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Ronda Clark
N ottingham, US
Nov 02, 2009 11:20 am EST

My four month old front load washer started filling with water on its own. Repair said they would be out between 8am and 6m. Someone was home all day waiting. They called at 3 to say we were the next stop. By 8pm they still had not shown up. Customer service could not reach the driver. No one on the phone was courteous. I had to reschedule, again from 8am to 6pm. Another day away from work. They did show up and had to order a part. I wrote complaint letters which were not achnowledged. It is 2 months later and washer is filling with water again. Do I dare call Sears again?

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Sears missed appointments

Today was the second time that an appointment to have my refridgerater repaired was made. Last Saturday I took the day off to be home between 8am and noon and the repair person was a no show. Didn't even call to say he was not coming. I had several heated conversations with the people on the phone but no appologies. Finally I talked to a supervisor who rescheduled at a reduced cost for today (Friday) so I took a half day off and AGAIN no show. When I call back to complain about this time the girl litterally said to me "I can connect you to my supervosor but it wont do any good, they wont be able to help you either". And they always want to reschedule like that will help at all. I am so mad I could scream. and of course there is nothing that can be done, NOTHING. It amazes me that they are still in business. Please get your appliances repaired elsewhere.

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Turtle Creek
Kenwood, US
Jul 15, 2011 3:39 am EDT

I have a Master Protection Agreement for my refrigerator and called 1 month ago for an appointment to fix our refrigerator. The appointment was for today from 1-5 pm. I called the phone number to confirm this appointment this morning. No service person ever arrived. I was just told, after the 3rd time I called, that no technician was ever assigned. What type of Protection am I paying for? The next appointment is for 2 weeks from now that is totally unacceptable. I want a refund for my MPA.

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Sears auto repair

I have been a Sears customer since 1985 and there is an associate by the name of Bob that is very unprofessional with me. I been taking all my vehicles to be repair and this individual has treated me very cruel to me. He needs to have more techniques about treating the needs of each customer. I will never take my automobiles while he is working there. He tends to look down at the customers then helping and fullfilling the needs of the customer. Something needs to be done about this individual. I understand that according to the sales receipt that there is a 6 months or 6000 miles warranty when working on your vehicle. He did not bother on looking upon that contract

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Sears glasses

On 02/28/11 my daughter and I went to buy glasses at sears optical. i had went to my previous provider but they offered me the glasses in 3 weeks. sears offered me it in 2 weeks so i decided to get my prescrption glasses there instead. after a month of making my purchase and i calling every two days they delivered the glasses and offerred me a 10% off the total purchase for the inconvienent delay but it didnt happen. I felt over promised and under delievered. On the same date I purchased a pair of glasses for my daughter. Today 04/17/11 we went back to sears optical in Northridge, California and complained about the glasses that my daughter got. One corned chipped just by my daughter wearing them. I was told at the day of the purchase that the glasses would break or chip if my daughter was to drop them however this is not the case. The glasses were defective. Sears optical employee told me i have to pay 50% in order to get the glasses repaired and sears has a costumer satisfaction guarantee for 90 days and its been only a month. I feel very agrivated, abused, and discriminated and I dont understand why sears offers a guarantee if they dont honor it . I do request that someone with authority to contact me at [protected]@yahoo.com immedietly. The receipt number for my daughter is [protected] and mine is [protected] Thank You, Erick Milian.

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gary kistler
Hilliard, US
Jul 13, 2011 10:04 pm EDT

I paid $300 for sears progressive glasses after 1 year the lens began to separate. I took the glasses back and was told it was my fault the I must have used some unknown agent to clean them. I did not. They offered to sell me another pair.
the glasses were purchased from dr stephen averitt and asociates inc 5053 tuttle crossing blvd. dublin, Ohio 43016
I will never shop at sears again too many stores that do not rob you.
gary kistler

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adreeyen
oh hi, US
Apr 18, 2011 6:08 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I feel for you friend...

One time I went into my local mall eyeglassery and just wanted my glasses cleaned. As the glasser was cleaning them she broke the lens and started to laugh--I started to tear up. I had to wait there blind while they made me a new lens. Who knows what kind of tricks they played on me in my handicap.

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Sears scam

On April 2 of 2011 i placed an order for 4 xbox 360s kinect bundle(sale price $200 retail $400) 1 for me 1 for my friend and 2 for export. However such items were never delivered despite having me on the phone giving my tax details and lots of private information they asked for before placing the order. Once the order was placed 3 days later the order was cancelled and i got my cash refunded 5 days later Reason: OUT OF STOCK(YEAH RIGHT!), not to mention i lost 15 dollars in overdraft fee in my bank.

4 days later the same xbox is posted by sears on their webpage for $300(Retail 400). I decided to buy 1 to avoid the phone call where my details were going to be asked for again. Payed via Paypal because lack of funds. 3-4 days later I get refund and now i lose 13 dollars because for some unknown reason Sears decided to give me less cash for what i paid for.

I dont know whats their deal but i went to a store nearby and seen 10+ Xbox's on stock. The out of stock reason is just lie, and i can assume they borrow my money for limited time and give it back without me receiving any interest =S.

Just dont shop at Sears online as I am not the only one with such issues, if you run with those then you will find yourself grieving for money back especially when you need it the most.

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Sears delivery service

I just had a delivery tonight (April 14th) from Sears Canada Inc. They contract out their delivery service and I paid for the delivery of a washer and dryer. When the truck arrived, the delivery guy jumped out with his tape measure - walked in my house looked at my basement door and said the dryer won't fit ...I will put it back on the truck and walked out. I walked out behind him and he asked if I wanted the washer delivered as that would fit. I asked how wide is the dryer and he said I was short one inch and basically don't yell at me or I will leave now! I told him just one moment and I will remove one side of the door jam going into the basement and that would give him one inch that he needed. The point is here - he was in such a hurry and so dam rude that I was totally disgusted! No customer should have to put up with this "third" rate service for delivery that was paid for. Had he just said, we need another inch and if you remove a portion of the door jam - it will fit - but oh no...this guy had no interest in keeping a sale or trying to accommodate a customer. He was very rude, ignorant and dressed very badly. A poor representative of a company and completely no interest in keeping the sale.

I will never use Sears delivery again and never shop at that store again for a hard line appliance that needs delivery if this is the kind of people Sears has working with them. You know, a sale is never complete until the product is in the customer's home and working and it is ONLY when THE CUSTOMER says they are satisfied that you have satisfied the customer. Sears should know this by now and if they don't more customers like myself will head for the door never to return. This sale was well over $2, 000.00 and this idiot was willing to just put everything back on the truck and leave to Hell with the customer. Wake up Sears - your contracted people are killing your business if you care to know!

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ronald s hanson
, CA
Dec 02, 2011 1:34 am EST
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We purchased a bed frame from Sears six months ago. It wasn't available at the time but they promised it would be delivered in three months. After countless phone calls that were never returned we were told we could get our money back but it would take several weeks. Three weeks later we are getting bills from sears for the balance of this bed and when we call them, they tell us they have not received a notice from the store to cancel the order. Sears used to be a reputable store, now it seems to be worse than any sleazy discount market I have ever run across. Customer service is none-existant and no one cares. We are about to take legal action to get our money back.

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grwinnipeg
, US
Aug 12, 2011 7:59 am EDT

wasted all day today and never got my delivery ...

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grwinnipeg
, US
Aug 12, 2011 7:54 am EDT

Sears delivery sucks !

About Sears

Sears is a long-standing retail chain offering a diverse range of products including appliances, tools, clothing, and home goods. They also provide services such as appliance repair, home improvement, and auto maintenance. The brand has a significant online presence through their website, sears.com, where customers can shop for their wide selection of merchandise.

Sears Customer Reviews Overview

Sears is a long-standing retail chain offering a variety of products for the home and family. Their inventory includes appliances, tools, clothing, and footwear, as well as fitness equipment and home goods. They also provide services such as appliance repair, parts replacement, and home improvement projects. Customers can shop online at sears.com or at physical store locations. Sears aims to cater to the needs of a diverse consumer base with its wide range of products and services.
How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

Overview of Sears complaint handling

Sears reviews first appeared on Complaints Board on Jul 19, 2006. The latest review Dishwasher refund Can't get it was posted on Apr 19, 2024. The latest complaint craftman replacement was resolved on Sep 19, 2023. Sears has an average consumer rating of 2 stars from 2942 reviews. Sears has resolved 944 complaints.
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  1. Sears contacts

  2. Sears phone numbers
    +1 (847) 286-2500
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    +1 (866) 850-0518
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    +1 (877) 550-9254
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  3. Sears emails
  4. Sears address
    3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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Sears Category
Sears is related to the Department Stores category.

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