Sears
reviews and complaints

I was trying to buy a 24441 snow blade that was advertised online with a $25.00 cupon code, and free shipping.
Very disappointed in the fact that you can't buy one of these in local stores or online for direct shipping or home delivery!

This is the second time in the last 3 months that Sears has done this, Advertise an item and then after hours of trying to get one, you find out that you cant. I guess this is the new 'Retail World". They lost the sale of a Husqvarns 2348 in september to Lowes, who were very happy to match the sears advertised price, and sell me a ryder. I wrote an E-mail to Sears customer satisfaction in september, over the ryding mower, and got this nice little form letter back on E-mail. I thought I would give them another chance, "Big Mistake".

Hopin for no snow, since I cant get a blade, in Southern IL

My husband and I had decided to purchase a new refrigerator as our Christmas present to each other. We have had and account with sears for approximately 10 years and usually have very good luck so we did not give a second thought about gong there for our new fridge. We researched the item that we wanted for a few weeks went in to the store several times and measured numerous times before we made our final decision. We went in to the store to finally make our purchase. Alex was our sales associate and he was very nice and helpful. We gave him the dimensions and we picked out the fridge.
I received my phone call confirming my delivery as explained to me in the store. Although we have made many purchases through sears this was the first time that we used their delivery services. The delivery men arrived early and according to my husband they were very helpful. The problem arose that in all reality the fridge was too big. The dimensions that were advertised in the store were in correct. The tag read that the fridge was 351/2 wide and that would have been fine but the fridge was actually 353/8 this is what created the problem for us that difference made it so we were unable to open the door all the way. We were also told that if in a 90 day period we did not like the fridge for any reason we would be able to exchange it no questions asked.
We discovered after pulling the fridge into the middle of my kitchen so that I could open the doors that when it was brought into my home there was a huge crease down the entire left side of the fridge. My husband called the store and like we were previously told we could go in pick out a new fridge no questions asked.
My husband went down on Friday January 1, 2009 to get this taken care of right away. Upon arriving at the store this is when our real troubles began. the store was substantially understaffed and we had to wait for an associate to assist us. Alex was off so we dealt with Ryan. Ryan was extremely patient and helpful. Once he helped us find a fridge that would fit he brought us over to process the exchange, but he needed a manager approval. It just so happened that the manager Anthony had gone to lunch and was no where to be find for 2 hours. Ryan eve tried to reach him on is personal cell phone and he did not answer. Once he finally got back and had to be paged for what seemed like the hundredth time. He came out and had no sympathy for the fact that we had been waiting 2 hours and could not help us get any answers to confirm the delivery of our new fridge. Due to our inconvenience they decided that we could do any even exchange for the fridges waving the $75.00 difference of our new fridge from the old one. When we left all Anthony and Ryan could tell us was that it looked like the fridge would be available for Sunday delivery and we would have to call first thing on Saturday morning to confirm the delivery of our new fridge.
I called at 9a.m. Saturday morning was given a different number because i was not doing and even exchange. So i now called this number and got associate Kathleen, she explained that there was no way i could get my fridge until Monday. Like most people my husband and i work Monday through Friday. My husband had already been on vacation for the holidays and was able to be home for the first fridge as soon as we noticed there was a problem we immediately went in to have it corrected for the fact that we knew we would be gong back to work and our window of opportunity was limited. Kathleen explained that Sunday deliver was not available and that Monday or Saturday the 9th were two of our options. This was not acceptable to us. We have now wasted over 2 hours in the store with no one being able to give us a straight answer and no we are getting a whole other story over the phone. Not to mention Kathleen explained that n order to place our order we had to pay and additional $120.00. So now the price has increased even more than in the store it looks like i will have to take time off from work to be here when it is convenient for your company, so i am loosing more money. A major problem is that everyone we talked to gave us a different story and when we challenged them and explained what we had already been told they basically told us they did not know and washed their hands of us.
Like I previously said we have never used Sears delivery service and now that we have it has been nothing but a huge hassle. This experience has completely turned me off to Sears i am ready to pay my balance in full on my card and close the account. I will find alternate places to purchase my appliances and other home products.

Highly Unsatisfied Customer

A Sears' cashier asked me if I wanted to open up a Sears card and get 15 dollars off my first purchase. I agreed and she asked me to pay there so I wouldn't need to mail in anything and I did what she asked. One month later, I got a bill saying I still owe sears for all the things I paid for that day.

I called the 1800 number on the bill and the Sears' card representive was very helpful and she transfer the phone to the store where she help me through a line of questions that seem very confusing at that moment. For example, the store assistant manager asked wheter or not the amount shows up on the bill, I said: "Yes that is why I am calling you" before she anwsered, the card representive rebutted her and said: "NO, the amount is NOT paid" then the assistant manager putted us on hold then hung up, by then I have lost the card represntive for she couldn't wait with me any longer.

I went to the store, looking for the manager. When I asked to speak to the manager, the repersentive delay me and took me not to the manager but the cashier counter and asked me to wait. A bald, white guy shows up claiming to be manager. He refused to talk to me at first and told the cashier to deal with it. When I said I will call cop on him, he transfer me to another department claiming he is NOT the manager for THAT department. I restated again that I wish to talk to the store manager but instead I got another DEPRARTMENT manager.

I told them everything that happened and asked them what are they going to do about it? This is the part that piss me off. Instead of offering consultation, or anything of that sort. I got a contemptuous attitude and a NO WE DID NOTHING WRONG.

The two managers knew exactly what I was talking about. I told them that I paid the cashier that day and that I got a receipt that the cashier gave me. They told me that is NOT the receipt for the cash but the item charged on the card. I paid that cashier and asked them to check the camera. I know Sears have cameras and I trusted Seras and I got a receipt for the items I purchased. The receipt, has the date and time and the place and the counter and the cashier number and everything that is needed to id the time you need to check. THAT would prove I was wronged and that their cashier stole from me.

Instead of helping me, these two managers INSISITED that the burden of proof lies on me and that I was too stupid to NOT asked for a receipt AND NO! THEY WILL NOT LOOK AT THE CAMERAS.

I did get a receipt, otherwise I couldn't leave the store. I just didn't know that I supposed to get a CASH receipt too. I believe anyone would've been scammed right there, since you do get a receipt and it is Sears. What I didn't know is that Sears store employee steal and protect each other.

Right now, I have to pay that amount otherwise it will ruin my credit. But I tell you, I will never never never never never ever ever ever shop in Sears ever again.

I realized that there is nothing I can do at this point. The only proof I got is in the hands of these thieves, so take me as an example and be very careful when shopping in Sears. I will just go and cry now, I feel so wronged but there is nothing I can do.

I purchased a Sears snowblower model #[protected] on 11-4-05. We do not get much snow where we live and I have only used the snowblower approx. 20 times. About the 10th time I used it, the blade scraper and mounting base broke off and had to be replaced. I used it for only the second time this year(date 12-31-09) and the auger housing cracked on both sides and now I will have to order a auger housing and another snow blade scraper. To fix the problem this time I will have to pay out with freight approx $130.00 plus labor to install the new auger and blade scraper assembly. If you call Sears, you get sent to about 3 or 4 different departments(just a run around).

I am hearing more and more complaints about Sears products and talk that they will never again buy a sears product. I am allso very angry with Sears and will never buy another Sears product. We now have at least 5 Sears appliances in our home.

We had a kenmore fridge that lasted a month after our extended warranty. We called Sears, emailed but no response. Sears customer service has declined and it is not the Sears puts customers and safety first. They do not care about customer satisfaction nor return clients. You will buy from them initially but forget about getting any help afterwards. If the item breaks you have to pay for the call to check it out even under warranty. You get the Philipines for customer service as they outsource their calls so instead of getting customer service you get people trying to sell you parts.

I received my Sears rebate in the form of a Citibank debit card. Thanks to the postings on this site, I read the fine print and was wary. The fine print said I could request a paper check, but the website listed does not exist and the phone number provided just loops you continuously after saying that you can check your card balance by entering its number. However, I sent an email to the address that came with the card and received a response within an hour saying they were sending me a check within a week. We'll see. If you don't hear from me again, the check arrived!

When I called the Sears Rebate Center to ask for help, they essentially told me my problem was with CitiBank since the rebate form stated the rebate would be in the form of a debit card. It is, however, also Sears' problem for setting up the rebate through such an unreliable bank. I too will not be returning to Sears, where I have always purchased my appliances and lawn mowers.

We purchased a Sears Kenmore Elite refrigerator in Summer 2007. 2 days after receiving the refrigerator we realized that the refrigerator was leaking water, and had been doing so since installation. The water pump failed and water caused damage to our basement ceiling and wood floors in the kitchen causing 10K worth of damage. This weekend (remember, refrigerator is only 2.5 years old) we had a fire in the fridge. Fire was caused by the light system overheating and melting the plastic casing. Burning smell was coming from fridge and food around the light casing was extremely hot (butter was melted, plastic containers around light were melting and warped). Flames came out of casing when we tried to remove it, and it was too hot to touch. Luckily we have 2 feet of snow here and were finally able to remove casing and put out in snow to cool without damaging sink/counters. This was truly a fire hazard and should be a recall as we have now googled the issue and apparently this is a widespread issue. Kenmore/LG should recall the lighting system in this fridge.

I was told online sears that the scooter was good for ages 13 and up. After I paid $269 dollars for the scooter and waited for the shipment, I found out in my state you have to be over 16 to use it. My son is 13 so

I returned it to the store and they put threw a credit on my debt card, I ask for store credit because I still needed a present for my son. Was told no it had to go on to the debt card, well after 5 days 4-5 hours on the phone

I still have no credit on my card and no answer as to why being told different things for every one I talk to at your company, now with only a few days to christmas looks like my son goes with out, thank you sears, oh yes and on the return slip it says they would process and release the money immediately, no money lost shipping cost even if I ever get my money back.

Every one I spoke with was deceitful and I will post on ever web site I can how you cheat people and lie. I have posted on several web sites all ready and I am looking to form a class action law suit against you. You have ruined my sons christmas and I plan to make you pay for it so you will think twice before hurting others, with the letters to every news paper in my area. I hope this cost you thousands.

I am shocked to read all the really horrible reviews of Sears Home Repair. I, too, have had such horrible treatment from them, both in fixing a new electronic Kenmore range under warranty and an almost new electronic Kenmore Elite Oasis dryer, not under warranty. I cannot believe how consistently incompetent and rude Sears Home Repair is.

I agree with all the complaints about the schedulers and have also had repairmen not show up after I took the morning off. We also have been laughed at when we asked them to refund our money (just for the part, please) when the appliance did not work any better the day after the repairman was here.

We, also, have been hung up on by "customer service" when I told them the dryer did not work the day after he came out. They said (about backing up their work) that "they dont do that." They come out and cannot figure out why your new (or nearly new) appliance is not working, then decide to replace the most expensive part (computer board) on the appliance, all the while reminding you that you should have bought the extended warranty (for $600) because these things always need $300 repair jobs, and you should expect that.

I am awed by the consistency of their bad business practices.

Unbelieveable employee actions
I have been a loyal sears customer for ages. My wife and I purchase kid’s clothing, shoes, and a lot of retail items, as well as tire purchases through sears. I felt it necessary to send in this complaint because I was appalled by the treatment I received today at the sears in killeen, texas. Being in the military, we get moved around quite often, as was the case this holiday season. We purchased a cargo bag from the sears in arlington, va on 12-11-09 for our move to san antonio, texas (Which is my next duty station), and we left va the next day. The bag stated that it was “water-resistant”, so we loaded it with our luggage of clean clothing and other items. We were on the road for 3 days, experiencing patches of rain showers along the way; we never had any concerns of the items in the cargo bag. We had a scheduled stop along the way to visit relatives in the central texas area. It was not until we arrived at our relative’s home in the killeen area that we realized, to our horror, that everything in the bag was saturated, including items in our suitcases. Everything had to be re-washed, dried and some items were ruined and had to be discarded. We lost $20 worth of laundry charges plus about $75 worth of kid’s clothing that was ruined, not to mention the extra work that was added to our already hectic schedule of having to re-launder 8 loads of clothes. We let the bag dry out with the intention of returning it to the store as soon as was possible, since it did not own up to being “water-resistant” as the box indicated. The problem was that the box was discarded in va because we were packed to capacity and had no intention of ever returning it.

With the hustle and bustle of christmas shopping and visiting relatives, we were not able to address this matter until 12-23-09. When I attempted to return the item in killeen, texas, the associate referred me to the auto center manager, “shelly”. I do not know what the sales associate told shelly; however, when I walked up to the counter where she was, the first thing she immediately told me was, “the only way to return this product, without the box, was to have returned it within 24 hours of purchase, even with a receipt”. This was even before I had a chance to state the reason for returning the item. I had the receipt in my hand; however, she never asked for, or even looked at the receipt. I was never given the opportunity to state the problem. It was clear that she had already made up her mind not to accept the item, offer a credit or listen to the issue, even before giving me the opportunity to talk to her. Note that the cargo bag was, and still looks brand new, as it did when it was purchased, as we allowed it to fully dry before returning it. It has its original bag and paperwork that came with it.

Her explanation was that, “people use these bags and return them after they have reached their destination.” there are three problems with this explanation: (1) based upon this policy, I would have had to return the bag before even starting the trip, before I could have known that there was a problem with the product yet, (2) I am not yet at my destination (3) if my intention was the one she suggested that it was, wouldn’t I have retained the box? Nowhere on the receipt does it state anything about a 24 hour return policy on these items, or items without the box. My intention was to exchange it for a hard, waterproof cargo, which I was prepared to pay the difference for, but “shelly” did not give me the opportunity to be heard. I was summarily refused credit, store credit, or offered the opportunity to exchange this defective product or even upgrade. It was clear that she had made up her mind that she would not take this item back, regardless of the circumstances or the fact that I had a very-recent receipt. Now i’m stuck with a misrepresented/defective bag, which I cannot risk using again, and still in need of replacing the bag for storage in order to continue on to my destination.

In all the years and the countless sears stores that I have shopped at across the nation, I have never been treated as I was at the killeen store. I understand that there are people who lie, steal and cheat retailers; however, I don’t feel that associates should assume that the customer is a crook, refuse to hear their complaint, and treat them as such. It was as if the customer is guilty of dishonesty unless proven innocent. I was being treated as a common criminal, when I am not. I have been a loyal sears customer for years, have no criminal history, and an a-1 credit and fico score. Most of my purchases are purchased by major credit cards and cash.
I cannot believe the way I was treated by that manager, dismissed from the auto center and how I was not given the benefit of doubt, but rather treated as a common thief even with a reciept! Is it a sears policy to question the integrity of all sears customers who are holding a receipt in hand, and summarily dismiss customers before allowing them a chance to explain the circumstances involved in the return? I realize that this is the holiday season and sales associates are busy and frustrated, but listening to the customer should be paramount. My wife and I have a-1 credit and have never had a problem like this before, or been treated like this by any other retailers. We are in shock over this treatment and are questioning our loyalty.

Ltc john h. Davenport
Cell #[protected] our new address will be: 125 burning trail, cibolo, texas 78108, which is a suburb of san antonio. We will not be at our new location until december 29, 2009.

The end of November I received an email saying that "since you reported your sears card lost or stolen, we have cancelled your account and you will be receiving new cards within two weeks."

I IMMEDIATELY called them to tell them NO-ONE had called them to report our cards lost or stolen. They said that they had a "record" of the call and it was too late, to just wait for my new cards in the mail.

I pay my bills online and can no longer access their website due to them shutting off my cards. A phone payment costs over $13 each time..convenient isn't it?

I called this evening and was rudely told that "she called and cancelled the account, referring to my husband, whose name looks like a females name."

I asked for a supervisor, I was informed that there is NOTHING they can do, they WILL NOT issue new cards, and I will have to APPLY for new credit.

After working hard to repair our credit, it will take two hits due to the SEARS CARD SERVICE CENTER, one for cancelling one of our longest credit accounts, and another IF we choose to apply for new credit.

What a Great Company!

I went to buy a tire for my car at Sears. My bill was $210 and my card did not work. Shocked and embarassed and humiliated that I had to ask someone I know for use of their credit card. I called customer service when I got home and spoke to a manager. The manager also said that when they cancelled cards, she told Sears customers should be notified. The card was cancelled because it had not been used in awhile. I buy tires on the card. Then the manager stated, the company doesn't have it in their policy to notify the customer if the card is cancelled. You can check with the Meriden, CT Sears Automotive for proof. My name is Anne G. Fodera, 171 Main St, East Berlin, CT 06023. My phone number is [protected].

I ordered a part for a bandsaw online and within a few minutes realized I ordered the wrong part (same part but in a different size). I immediately called up to cancel the order but was told they could not do it because it was entered into an automated system and I would have to wait for the part to be delivered and I had 90 days to return it. The cost of shipping to deliver and return the part is more than the cost of the part. This is the last time I will ever do business with Sears. I did not order the part I really need and will find another company that sells parts. Sears deserves to go bankrupt with service like this!

I have a service warranty from sears to cover a maytag neptune washing machine. This company does not know how to perform customer sevice on any level! Over the past 5 years we have had service performed on this machine 5 times. The process is maddening. First you have to call sears 4 my home and try to get a live person... This takes up to 20 minutes of trying various answers to a computerized system that is designed to frustrate you to the point you don't want to continue. Then when you finally get a live person they may or may not ask questions about the machine before they will begin to set up an appointment. This usually results in getting an appointment the following week. Sears the night before the scheduled appointment to make sure someone has taken off an entire day from work to wait for the arrival of the serviceman. The company always says that the service man will call before he arrives... Sometimes this actually happens! When the serviceman arrives he has to diagnose the problem, but surprize, surprize he doesn't actuall have any repair parts with him. He has to order the parts. He has them sent to our home. When we get the parts (Usually 5 days) then we have to call sears again to set up another appointment.in 5 hours round trip I could drive to indianapolis and return with the parts. For some reason it takes sears 5 days to accomplish this simple task. This is the same as if we had never called before and still results in another appointment the following week. So by the time a serviceman returns to actually do some work and uses the parts that have arrived, nearly two weeks have elapsed. Oh by the way, this is usually a new service man that has never seen your machine. So even though I have said that I have had service 5 times this actually means that we have wasted 10 days of our time in order to get the service done. This also means that we have been without a working machine 10 weeks. Sears is more worried about arriving at a customer's home and not finding anyone home than they are worried about my time. From the receipts they have left at my home, sears has spent over $1, 500 repairing my $900 machine. Do not buy any appliances from sears without a service agreement, but still expect to be very frustrated.

In Oct. 2004, I bought a Sears 5 h.p. 22" Snowthrower (made by MTD) and found one flat tire in 2006. Sears replaced the tire under warranty. Then in 2009, both tires gone flat. No warranty but to buy two new wheel assemblies (tire w/rim) at $43 each. The Sears rep told me that they sell several of them weekly and that's why they have (13) of them in stock. The new rims are of painted steel instead of the original plastic. Sears knew the plastic rims are problematic but chose not to make a recall until the warranty expires. It is a very deceptive business practice for a big box store like Sears to hide product defects info from its customer.

Please let everyone knows not to buy any snow throwers that use plastic rims. They don't adhere to their rubber tires. When they deflated, you cannot fix them.

bought a snow thrower in 2008
used it twice the week i bought it
placed it in the garage - no fuel
today it had snowed (dec 2009)
filled the snow thrower with gas (clean and fresh)
checked the oil level (fine, proper level 5w30)
wheeled it outside the garage to start it
set the choke and throttle to proper settings
pulled the cord...turns over doesnt start. (tryed several times)
plugged in to use the electric start. again tryed several times...turns over wont start.

called sears warranty
after being on hold for 35 mins i talk to an idiot that barely understands english, from our conversation i am positive he was reading a script. we discuss the basics...gas, oil, choke, throttle. then i am informed that they made a mandatory spark plug change and that is the problem. If it was a mandatory change, why were the customers not notified?(they did get all my info when i bought it) so i play along, (i know this is not the issue) i go to sears and buy another piece of crap (sparkplug)from them (for the last time). i replace the spark plug, and to my amazement ...the exact same problem remains (yes thats sarcasm). so i call the warranty number [protected] to schedule a repair.

placed on hold for 35 mins, i talked with carrie. she was polite, but the fact that she works for sears did not make me any less agitated from being placed on hold for so long. this long wait tells me one of two things.

1. they dont care about the repair warranty once you've paid, they hope you will hang up and not call back.

2. if they truly are that busy, they must be selling so much garbage that the warranty repair people will be in business for a very long time.

regardless of which one it is, i will never buy from sears again nor will i recommend them to anyone. if everyone else does this sears may start to see the light and get their act together.

TO THE GREEDY CORPORATE EXECUTIVES AT SEARS:

there is a light at the end of the tunnel...its an oncoming train.

signed an irritated, agitated, disgruntled customer...its a good thing i dont work for the post office.

I will not rehash the same comments as everyone else regarding the power miser series of water heaters and the pilot light issues. I will however add yet another vote in the " never buy another product from Sears" category.
I've never in my life had such an issue with an appliance. This is not my first nor only complaint with Sears but it is the most problematic for a number of reasons. It pains me to say it since Sears used to be where one went to be sure these types of issues did not arise. I for one will never buy another thing from Sears, ever. It is very sad this company has fallen to such lows...rest in peace Sears...we will miss the company you used to be.

On November 20, 2009, I purchased a A2750 Norditrac Treadmill. After one week of use, I started having problems with it. On December 18th a technician came out and told me that the motor and the control box had to be replaced but since it had been less than 30 days, I might want to check with Sears for a replacement. I took the treamill back to the University Store in Little Rock, AR on 12/19/09 and that store did not have the same treadmill in stock but told me to take it to the Niorth Little Rock store and a replacement would be no problem. We took the unusable treadmill to the North Little Rock store and a salesman named Craig immediately told us that we would have to take it back to the University store for replacement. He did not want to help us. With much reluctance, he decided to see if there was a treadmill like ours in stock. After one was located, he talked with the manager Shaun and agreed to replace the treadmill.
I had to unload the broken and load the new treadmill with not much help from the return department. When asked for help every employee in this store seemed to be annoyed about having to help me with this expensive purchase. I will never shop at this store again.
Hopefully with your awareness of the problem with customer service at this location, another customer may have better service in the future.
Thank you,
Mike Bennett