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2.3 2934 Reviews

Sears Complaints Summary

944 Resolved
1989 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Sears reviews & complaints 2934

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2:37 pm EDT
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Sears fraudulent information

I feel like I've been scammed by a series of Sears hustlers. Last August the salesman Ed came to my house to give me an estimate on roofing. For several reasons, I decided on Sears that very day, not least of all because of its reputation. The contract had many details and promotions, including the fact that I would get one-year interest free financing if I financed through Sears. Although I could have paid for the job in full earlier, I decided Why not? and opened an account, planning to pay it in full in a year--no interest charged at all. Ed was supposed to give me a disk with the contract but told me his computer wasn't working and he would send it to me. I never saw him again and I never got the contract. But I am a law professor, and I read the contract and it said a year of interest free financing. Mike Remar took over and there was one disaster after another, including that Ed had underestimated by about $10, 000 and they couldn't do the job for what he had told me. I was in a terrible position in that I had to leave town for a while, I had called off the other estimates, and I had to get a new roof before winter. So, after some negotiation, I agreed to a higher price. I knew that I didn't have to do that legally, but it seemed to be the right thing to do. Remar sent me a series of change agreements but never the original contract, although I asked him for it many times. Subsequently, Mike Remar disappeared. His phone was disconnected and I never heard from him again. Someone was supposed to take over but he never returns calls. The roof did get done, and both the deposit and the bill were put on the Sears account. I paid the minimum each month since last August. I just discovered that, according the the credit card people, the contract did not include the "promotion" of a year interest free. I still do not have a copy of the contract. I have been charged a couple of thousand dollars in interest. I might mention that I have not paid any credit card interest in over thirty years. It's not the way i choose to finance anything. I would never have taken out the card and put the roof on it if I had to pay interest. It makes no sense financially. I don't know what to do at this point. I am reluctant to make any further payments at all until someone decent at Sears can, at the very least, send me copies of all the paperwork involved, and settle this. I do know that i will never shop at or with Sears again. And I recommend that no one else do either.

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Sears Home Sucks
, US
May 25, 2012 11:39 am EDT

This site www.searshomesucks.com has been created to share with former and potential customers of Sears Home Improvement Products what I have witnessed as a former employee and create a place for others to share their home project experiences by Sears.

During my employment at Sears, I have witnessed hundreds, possibly thousands, of home improvement projects completed without proper permitting or the use of licensed contractors. This is a serious concern and should not be taken lightly. Please take the time to browse this site and learn more. The safety of your home and family could be at risk.

Please share this site with your family and friends or anyone you know that had work done by Sears.

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8:20 am EDT
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Sears kenmore dishwasher

This dishwasher was purchased new in 2007. Along with a built in microwave and stove. I have had nothing but problems with all three kenmore appliances. But the dishwasher in question, I have had to pay sears to come out and repair 4 times. And once again, it is not working properly. There is always a problem with sealers or the main switchboard or the hand/latch system. You name it! So the last time I had a problem with the dishwasher, approximately 1 1/2 yrs ago, I was urged by the Sears phone representative to purchase the lifetime protection warranty for an additional cost. So that if there were any problems in the future, at least I would not have to pay for them. I purchased the extra warranty at that time
So today I called to make yet another appointment, and the representative said that my warranty had expired. She stated that it was only good for one year and asked if I wanted to purchase another one. I attempted to explain to her that I had purchased a lifetime warranty, and she stated that the option doesn't exist. So basically, the other sales person lied to me!
I am a single mother of 3 children under the age of 7. I expect just as anyone else should, that when I buy a sears appliance it should:
A. Work for more than 2 yrs without encountering problems
B. Sears support should back up their products ( or don't sell such poorly manufactured ones)
C. Not send sales reps to rip off their customers.

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3:44 am EDT

Sears wrong item shipped

Was told by catalog order dept. [protected] if item not right take to any Sears store for credit. Waterford, CT store refused to take item: fireplace door/screen back. I want a full credit of $399.27 plus the cost of returning item back to bj's for $37.20. Sears bought the item from BJs who in turn bought it from Shopzeus.

I have written and spoke to Sears headquarters in Hoffman Estates, IL and they will not do anything but issue me a credit of only $308.78 to my Sears card. This amount in not acceptable..

I want the $399.27 plus the return shipping costs of $37.20.

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A&E Solutions
Round Rock, US
Mar 27, 2012 11:12 am EDT

Dear Maule,

My name is Brian and I’m part of the Sears Cares Escalations team. I am very sorry that you’re having this experience with your online order. We sincerely apologize for the disappointment surrounding your online purchase. Third party vendors can best be viewed as separate retailers that lease selling space on Sears.com. We'd be happy to connect you with one of our dedicated case managers who can help you communicate and work with the vendor in question on a solution.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the order was placed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Maule you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Brian S.
Social Media Moderator
Sears Social Media Support

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A&E Solutions
Round Rock, US
Mar 26, 2012 9:16 am EDT

Dear Deplis,

My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We sincerely apologize for the disappointment surrounding your online purchase. Third party vendors can best be viewed as separate retailers that lease selling space on Sears.com. We'd be happy to connect you with one of our dedicated case managers who can help you communicate and work with the vendor in question on a solution.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the fireplace door was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Deplis) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Brian S.
Social Media Moderator
Sears Social Media Support

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2:00 pm EDT
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Sears long delay, improper fit

if I would have known complaint sites like this exist, I never would have signed the contract to have Sears Home Improvement replace our shower doors. The sales rep who came to our home did a great selling job and he even had a photo of himself with Ty Pennington of Extreme Home Makeovers so I figured no need to research. He stated the job would take maybe a day and hopefully will be done prior to Christmas and that under no circumstances do Sears hire subcontractors. The whole project was a total nightmare from missing hardware initially then the next day when he returned with the hardware he noticed the doors and framework all being the wrong size- this was after he removed the existing doors. We were given no explanation as to what happened, why wrong size. Approximately 2 weeks later, after the holidays I was told that someone would be out to install the new shower doors and this person identified himself as a subcontractor (saying he does a number of jobs for Sears). He made mistakes like placing the "weatherstripping" piece that goes on the bottom on the top of the door causing a significant gap and we told him water would leak out and he said "no, this is how shower doors are now"...There was also a leak which Sears says was pre-existing but we both said no water ever leaked there but knew there was drywall damage. He also had to mount the doors on the wall instead of shower tiling in order for it to fit- saying that is the only way to get the job done. The doors are approximately 1 1/2" shorter than the older unit. The subcontractor had to make a return trip to correct the upside down piece and about another week passed when Sears sent out a "troubleshooter" to find out why the leak was occuring and he resiliconed different areas. AVOID THIS COMPANY, IT WAS TO BE A DAY JOB AND IT ENDED UP TAKING A MONTH. TO DATE WE STILL HAVE NO EXPLANATION BUT HAVE RECEIVED MINOR COMPENSATION FROM SEARS.

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Sears Home Sucks
, US
May 25, 2012 11:46 am EDT

Please take a moment and visit my website www.searshomesucks.com that I created to share with former and potential customers of Sears Home Improvement Products what I have witnessed as a former employee and create a place for others to share their home project experiences by Sears.

During my employment at Sears, I have witnessed hundreds, possibly thousands, of home improvement projects completed without proper permitting or the use of licensed contractors. This is a serious concern and should not be taken lightly. Please take the time to browse this site and learn more. The safety of your home and family could be at risk.

Please share this site with your family and friends or anyone you know that had work done by Sears.

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cabinetman
, US
May 06, 2012 6:54 am EDT
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Complete idiots should sum it up. I used to work for the Sears Clowns ! and they are just that. EVERYBODY do yourselfs a favour and KICK THESE JERKS OUT OF YOUR HOME !

They are Theifs, Liers, Cheats and just PLAIN DUM ### !

They ROB EVERYBODY they deal with ! If you are stupid enough to sine a contract with these theifs and you really do deserve what you get.

Good Luck.

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5:44 am EDT
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Sears layaway policy

This is the second time I have had trouble with the Sears layaway policy. A few weeks ago I went into my local Sears store and placed several items on layaway. Once I realized my first payment was due I made it online, however it was 6 days late. The transaction was processed the same day and I received a confirmation email thanking me for my payment. Not more than 10 days later I went into the store to payout the layaway and pick up the items when I was told that my layaway was canceled. Of course no one in the store can tell me why this was since I had my confirmation of making my payment less than 2 weeks prior. So I had to ask the manager at the time why this was. Her response was because my payment was delinquent the "corporate" office made the decision to cancel the layaway. If I had made the payment just 10 days before, why cancel it? So, annoyed and frustrated...then came the subject of my refund. According to their receipt, my refund should be issued in the same manner as the original transaction...No! She (manager on duty) informed me it would be coming in the mail. I have to wait until someone from the "corporate" office decides to issue me a check for what I paid and then I will get penalized a $15 cancellation fee. Why should I pay that when I did not cancel the layaway? Why can't I get the money owed to me from the store where I started my layaway? After 3 phone calls in 2 days to various managers, no one can (or wont) help me figure this out. Seems to me that there are too many inconsistencies with their policies. If your gonna offer a service...follow through with it and make damn sure your policies are clear and understandable for your customers...It might even be wise to add this little snippet to your receipts so your customers will know the facts. If I really was in dire need for my refund I would be screwed because Sears only cares about getting your money...they have a hard time giving it back. This was my 2nd...AND LAST run in with Sears and their jacked up customer service and store policies! After nearly 20 years of being a loyal customer I have decided it is not worth wasting anymore of my time, energy and money with a company such as this...Thanks for nothing Sears...

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monkey butt
Forest Park, US
May 31, 2013 7:04 pm EDT

This store has the worse layaway policy they cancel your layaway with any notice and no one in the store no anything. Not even the so call manager and you call the home office they tell you will get refund in 10 to 14 days. No one in the store could not tell you anything how much your layaway would be but they could tell you that their 15.00 dollars would be their fee. Buyer be ware do not put anything on layaway at sears. Beware! Don't do it. Just like k-mart went out of business Sears are going to go out of business too. They have the worse customer service and do not know how to treat customers I will not be buying anything from Sears anymore you can Bank on that.

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8:00 pm EST
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Sears extra charges for installation

We purchased a dishwasher for a family member. The sale included 2 installation kits so as to not delay installation if it need different parts. Sales man stated that we could return with the extra kit for a refund. The installation was installed by a contracted company (ATI) which did a fine job of removing and installing the dishwashers, however, when he found that the water shutoff valve was stuck he asked that the house water supply be turned off. He said he would replace the valve which is valued at about $7. When the job was completed he stated that the valve replacement was an addtional $90. I objected for quite some time and noted that once the house supply water was turned off then the installation could have been completed and he did not offer a quote on the cost of the replacement. I also asked about the extra installation kit that was not being used. He knew nothing about any kits and did not provide any material that could have been returned for credit. He did have me sign a waiver that stated that I would assume responsibility for the valve replacement which I signed and I gave him $20 so he could buy a replacement valve for the kit he said his company supplied. On the waiver was a note about the electrical connection to the wall missing a cover or strain relief. The prior installation (the dishwasher unit he removed) was installed by Sears and so it appears that they did not follow proper procedures in that effort. We are going to Sears to talk with the sale person and ask for a refund on the "unused" installation kit and why work was done by the installation team without providing a written quote that required our signature as stated in the Sears bill of sale.

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3:17 pm EST
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Sears bad customer service

I preordered Mass Effect 3 - Collectors edition back in early February, received and e-mail almost immediately confirming the order and then another one a few weeks later, confirming the order and that same day got charged for the full amount; in every single one of those emails, I was told the estimated date for delivery was 03/06, which was the date the game was released. On March 6th I called their customer service and requested a tracking number for the shipment and that was when I was told that the order was NOT shipped and that they had no idea what the status of the order was and that they would forward my inquiry to their "offline team" (which I don't know exactly why, since this was an online order" and that they offline team would get back to me 5-7 days... Mind you, I paid the extra for shipping so that the shipment would arrive quickly... I have never been so unhappy with both customer service and a company as I am with Sears. I don't recommend buying anything from them online, even less so videogames and if you do, good luck getting help from their customer service.
I hardly ever write review for items but I felt my experience needed to be shared so that every person looking into purchasing something online from Sears.com knew what to expect.
Hope this helps you make the right decision,

Juan A. Almada

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Calorth
Lakewood, US
Mar 10, 2012 4:16 pm EST

In the same boat as original poster. It is now 4 days since launch, and the product is still 'Processing'. I called customer service yesterday and they said 5-7 days for a response. So for me that is unacceptable. Never again from Sears.com.

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gantzas
, US
Mar 08, 2012 9:42 pm EST
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I am in the same boat as you man knowing that EA will not produce more copies and that I don't even have a fully processed order is really making me nervous I too called and same thing so here's to everything goin fine with the order but I don't know if I will preorder from sears again

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1:57 pm EST
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Sears made washing machine worse

Today we were scheduled to have our washing machine repaired (still under warranty). We were called last night and this morning to remind us of the time. When nobody showed up, I called and they forgot to schedule us. The repair guy was very nice and said they just called him with our info and he would head right over. He was very nice but brand new. He said Sears has been a tough place to work because they don't schedule appointments well and he and his customers are always frustrated. Because he was new, a more senior repair person came out to check on him. They spent 15 minutes on the machine and 20 minutes telling me how important it is to give them a perfect review.

In the end, they said it was not installed properly and they fixed it. Guess what - nothing was fixed. It's worse than ever. I tried it when they left. They didn't even try to run the machine because they would have known they didn't fix anything.

Our warranty is up next week and I have had a lot of problems getting Sears to actually show up for repairs so I know this is going to be a big problem.

I can't keep taking time off from work when they usually miss appointments and then can't even fix the appliance once we reschedule.

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Reviewer14180
,
Oct 10, 2015 10:43 am EDT

I have been waiting on a ring I purchased on 9-25-15 at Sears Town East Mall in Mesquite Texas. Starting with poor service from the counter clerk incompetence to delivery to on-line. The whole ordeal has been a traumatic experience for me and my family. To this date I still haven't received the jewelry as intervention from managers, even a call to me from the corporate office. Not one single person at the delivery warehouse to sears on line store cant locate the item and cant find the item under my name, telephone number, or sales number. I am just to the point of tears and frustration.. The whole ordeal caused a young man a family tradition Right of Passage. It was embarrassing and now just hurtful that Sears employees screwed this event up. I can not believe [protected]. I still don't have the ring even after corporate contacted me and assured me the issue would be resolved timely. I cant reverse the scheduled Rite of Passage and I cant stop the disappointment that just keep coming.

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1:43 pm EST
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Sears fraud call to offer fake discounted warranty extension

Exploited my trust in the sears name by fake discount extended warranty:

After reading all the complaints with what seems like little resolution, one wonders why anyone continues to buy appliances from sears. It is a shame, because they were the place you could count on to do right by you.

After buying an over-the-range microwave from sears 2 weeks ago in a very smooth transaction, we received a call from an 800 number, asking if we would be interested in extending our master protection agreement to 5 years at a 30% discount (We had only taken a 3 yr. Service plan). Since the call was right out of the blue and unexpected, we agreed to do so, but after hanging up, both my husband & I started thinking about it and remembered that the additional 2 years was only $20 more, not the $26.78 the caller charged us. Instead of a 30% discount for the 2 years, she charged us 33% more than sears normal charge!

What a scam! We trusted the sears name and did not question the caller's figures, but evidently that trust was misplaced. Wow, has sears sunk to a new low. Either that, or the caller is unable to do her math correctly and is adding the 30% instead of subtracting it. Hard to believe that is just a mistake though. It was only when we immediately looked online to check that we found the error.

Shame on you, sears! These types of deceptive practices will only sink your business further, as customers know when they are treated badly and will go elsewhere. For us it was only $26.78, not a large amount, but every dollar counts, and for only a $12.78 overcharge, you made us now realize sears is no longer to be trusted.

I don't understand how your company spends 100 years to build a business reputation, but then trashes it in a few years in the name of dwindling profits.in today's competitive business environment, every customer should be valued, a lesson that may be too late for you guys.

If some smart business finally figures out how to implement good old fashioned customer service for their appliance sales which cost hundreds, if not thousands, of dollars, keeps their promises, treats people fairly, is dependable and shows up when scheduled, they will see customers flock to them. For this scam, greedy business practice of calling me and falsely and fraudulently telling me I am "getting a 30% discount", you've lost our business. And others who read this, too, I hope.

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djmpotts
Tuscon, US
Feb 20, 2013 10:37 am EST

if you google 'sears master protection agreement complaints', and read the links that result, you will find the exact same wording of the above comment posted in reply to all the complaints that are listed! Guess Sears has their own trolls looking for complaint posts and responding as above. Good luck, Fraidy!

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5:23 pm EST
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Sears unperfessonal

Sears were suppose to clean my vents and dryer vent on 2/11/12 they call to reschedule for 2/13/12 equipment failure call again on 2/13/12 truck trouble call to reschedule for 2/15/12
arrived 2 hours late they had the wrong truck. Truck was full of doors, the operators did not know this until they were on the job site. This was after they pre inspected my house with there muddy shoes no shoe covers were wore. Very disappointed in Sears.
Was suppose to get carpets clean by Sear for 2/15/12 canceled.

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Peter shen
Basking Ridge, US
Nov 13, 2014 12:09 pm EST
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Totally rip-off. They charged you much more than they promised and even on non-performed services. More than over priced. Will NEVER use it any more.

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12:01 am EST
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Sears deplorable customer service experience

Today, I had the kindly folks at Sears Home Improvement out to my home to measure for replacement casement windows. After the windows were measured, I ask to see their casement window factory sample...thinking that most distributors carry a sample of what they sell. Did they have one? No. "We don't have one.", was the reply. (However, they did have a double-hung sample which they brought in with them.) I asked if they could get a casement sample so I could see it. The dynamic duo didn't seem too thrilled at the prospects of hunting one down. But they did make a couple phone calls to try to find one. No such luck. "I'm sorry, they just aren't available", I was told repeatedly. Then, in sheer desperation, they proceeded to try to explain that there is, "No real difference between the double-hung sample and the casement sample." Which is a crock of s----. I guess they thought I was real stoopid. At that point, I politely asked them to leave, with the understanding that if they found an oh-so-elusive casement window sample, to call me.
Shortly after they left, I called, on my dime, the actual source of the Sears replacement windows: Wincore Window factory. I asked if there was a casement window sample available to their distributors. I was told: yes, there is. "They are readily available to any of our distributors.", remarked the helpful factory rep. The sample just needs to be ordered. Frightfully simple.
Later that day, I received a call from one of the managers at the Grand Rapids, MI, Sears Home Improvement office. Again, he tried to impress on me that there is really no difference between the double-hung window sample and the casement window sample. I told him that I will give his office two weeks to obtain a casement window sample. If the sample wasn't in by two weeks, then I'd take my business elsewhere. I guess he didn't want to hear that. Long story short: after enduring 10 mins of his bothersome questioning, the guy started in hectoring/challenging me. I hung up.
So, does anyone out there in cyberspace know where the name, "Sneers and Fastbucks" came from? I'd really like to know.

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Rosina Martinez
Santa Cruz, US
Oct 19, 2012 11:33 pm EDT

I called for an estimate from Sears Home Improvement for windows for my mobile home and an estimate from Magic Mobile Home in Albuquerque. The salesman from Sears came and gave me an estimate but would not allow me time to think about it because supposedly that was the only day I would get the promotion. I ordered seven windows for the mobile home. I asked him if they would make them according to the window frame because I did not want gaps and I wanted them to last. Oh, he said the warranty was for 20 years and on and on and had me sign electronically which I expected paperwork. All he gave me at the end was a CD and I do not have a printer. I told him. I wanted a hard copy of the contract and it took forever for them to send me one and I did not get a complete copy. After the windows were made and the installer came, they had horizontal gaps and vertical gaps. The installer filled the gaps with some ribbon type insulation and covered the rest with a lot of caulking and on top of all that the vinyl covering. He even signed me up with Citi Bank, which I think if I am not mistaken that is one of the banks that the President had to bail out. Well, I had complaints and they would not listen. I called the salesman six times and he never called me back to the day. Finally, they sent an inspector who promised to come back in 3 weeks so we will see if he comes. He told me they put the wrong windows in my bedroom. The caulking is cracking and of course I will have to be filling it in all the time. He told me the warranty is for 3 years on service which the salesman failed to tell me. Lots of inconsistencies. Next I start getting calls from the Citi Bank that I was behind in my payment and it would go to collections. I asked the lady where is the bill. I have not received it. Instead what they did was send it to the side of the road where I do not receive mail after I told the salesman strictly that I got the mail in the Post Office. The lady from Citi Bank wanted me to send her a check or give her my debit card number over the phone. I told her I will send payment when I receive the bill and I know where to send it because in order to do business with them it is one call after another to toll free numbers. Being that they failed to promptly take care of my complaints, I had to file a complaint with the attorney general in our state. Someone is going to have to straighten my bad credit that Citi Bank will give me after it is not my fault but rather of the salesman for misinforming me and being in a rush to make the sales by misleading me at a time when my brother was between life and death 2 hours away from where I live. I thought Sears was a reputable company that is why I went with them on the windows to find out they do not care about the customer once they make the sales. The bank should have checked with me before paying Sears because I was the one who was going to pay them and they did not bother. They paid Sears and now they want to take it out of my hide by even giving me a bad credit rating, which I will not take lightly. I did not know about the many complaints from different states until I googled Sears windows and those people had the same complaints that I had about the windows. How can a person start paying for a job poorly done. The bank should make sure of checking with the customer before they rush to pay Sears being that the customer is the one that is going to pay them and they did not do that at all. Just threatening me about sending me to collections. Why should I get a bad credit rating because the salesman was the one who signed me up with them. I did not ask them or called them for credit. Besides I was under duress when I signed that electronic signature without seeing paperwork or the screen where the salesman was reading. I had already been in the ER in the hospital where my brother was very sick, so this salesman should have considered that. I told him I wanted to wait because of what I was going through with a very sick brother that I was caring for, but he was pushing the promotion, which turned out to be bad after all. All I want is a good job done with no gaps left and no problems for me later on being that I am elderly and a widow and cannot afford another expense, especially after paying $5, 600 and what if they don't last. I am in New Mexico, but I saw in the computer the same complaints in different other states against Sears Windows.

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jwoop66
Greensboro, US
Jun 07, 2012 8:22 pm EDT

Dude, The only difference is that one opens sideways and the other opens up and down. Aside from that, there is no difference between the two. You outsmarted yourself, but that was about it.

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cabinetman
, US
May 06, 2012 7:01 am EDT
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Well you did very good for yourself Sir ! Keep those lying theifs out of your house and buy your windows elsewhere ! You'll save alot of money as well.

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Sears not refunding money

I placed and order with Sears(1-3-2012) and found out the item was bought for a baby-shower 5 minutes after the order. I called Sears within 10 minutes they told me they had cancelled my order. On 1-6-2012 I received an email saying my order was shipped. I emailed and called they said they couldn't call it back and they never cancelled it. After, sending it back Sears received it on [protected]) I called 5 business days later to see why my account was not credited. They told me oh they had the wrong tracking number. Now 2-6-2012 I called and they finally said they would refunded it back to my account in 3-5 business days. What gives the rights to keep my money that long and not stand up to the original 3-5 as in the contract. Plus, why do they have customer service that tell you one thing and do another?

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Sears terrible customer service

I paid $229.99 on a $99 sale to get Ultralight EZ CleAR Progressive Prem with EZ Premium Clear MF coating. I wear my glasses from the moment I awaken until I go to bed. So it is hard for me to get them scratched without my knowing it, but they have several scratches all close together. This happened in less than 90 days, but Sears Optical at Virginia Center Commons, Glen Allen VA, will not do anything about this.

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Sears questionable business practices

I purchased a complete set of kitchen appliances on a 90-day deferred payment plan. This purchase was made on my SEARS CARD as a component of the sales promotion. It was stressed at purchase that no monies would be owing until the 90-day due date. It is still 3 weeks from this due date. I received a call from a very aggressive rep advising me that i am in over 30-day arrears of two minimum monthly payments. In discussion, the rep advised that SEARS had "recently changed their policy" and that the contract made at purchase was no longer valid and that a minimum monthly payment on deferred payment purchases is now required. I have double-checked the purchase contract and it clearly states that no monies are due until the 90-day due date. I received no notices in the mail regarding the change in policy.

When I pointed this out, the rep back-tracked and stated that there is no interest being charged on these "minimum payments" and they can be deferred to the lump sum payment we are intending to make prior to the due date. However, she then proceeded to push for an exact date of payment, details on how the payment would be made, etc. When I expressed my concern with the whole interaction, I was told this was a. " courtesy call as sometimes people forget that they have made these types of purchases"...so a "friendly reminder so to speak.". THIS ON MONIES NOT YET OWING.

When I asked if I was receiving a call because there was a concern that I would not pay I was assured that I have an "excellent credit rating and history with SEARS CANADA"... as well I should having been a 25+ year customer with no past credit concerns. Unacceptable!

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Update by dbee68
Feb 01, 2012 8:48 pm EST

No "correction" was made...the call itself should not have been made in the first place and the content of the call bordered on harassment for payment of monies not yet owing...SEARS has a history of questionable practice when it comes to this type of thing in addition to withdrawing funds not owed when they have access to credt card and/or chequing info. As well, if you do your research, you will find multiple reports of cases where merchandise didn't arrive or was returned and customers were either unable to get their money back or were put in a position of having to go through lengthy and convoluted pathways of red tape befor they could get their funds returned. I do not make these kind of 'complaints' lightly and only after checking historical data. This is meant as a warning to other consumers to be alert and aware when entering into purchasing agreements with this company. SEARS was once a trusted and reliable place to do business but over the past years has slipped badly!

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RecklessRon
Timmins, CA
Oct 02, 2012 12:00 pm EDT

Sears staff responded exactly how they are trained to respond and helped the company make profit they morally and legally aren't entitled to.

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Sears unrepairable/repairable fridge

On January 10th I noticed that my fridge(model number [protected])that I had bought April 25 2010 had stopped working properly. We had a Sears technician come to repair the fridge on Jan. 13 2012. We were informed that the fridge could not be repaired because there was a leak inside the unit that could not be reached. we paid $150 for the tech to tell us that we would no longer have a fridge. I called Sears customer service later that day and was told that I would receive a phone call by Monday because the paper work had to be filed and sent to headquarters, before anything could happen at all. So they never called. I called again on Monday and was told that the paper work was still being sent and that I would get a phone call from them within 48 hours. I had to call back again on Wednesday Jan 18. after 48 hours because I still hadn't heard anything from Sears costumer service. I was told that I would be called again, finally I was called that night and told that they had no idea why it was taking headquarters so long, but they were following up on the matter.I received a call on Friday night saying that they were going to send out another technician because the first Sears technician didn't follow proper procedure and they company would not replace my fridge without the technician following their procedure.
At this point my family had been without a fridge for 2 weeks and was told that a technician wasn't going to come out to our place until Jan 30. (3 WEEKS) So Sears technician comes out today on Jan 30 and figures that the fridge can be fixed after all. So Sears has SCREWED us around for 3 WEEKS just to find out that the fridge can be repaired and they want $700.00 to fix the problem which actually was a leak in the compressor. I can not afford to pay $700 to repair my $800 fridge. I called Sears Customer Service again today and was told because the fridge is repairable that they will not do anything for me at all. This is horrible customer service, my family has been without a fridge for 3 weeks now.
The fridge is only a year and a half old, how can they sell appliances and get away with this. I was prepared to pay for the repair to the fridge when it first stopped working, but that was 3 weeks ago. It is because of Sears that I had to go this long without a fridge, if they had of sent a properly trained technician to our house in the first place I could have made up my mind that first week whether I was going to repair or replace the fridge. I feel that because of the lack of customer service as well as the fact that I had to pay them $150 for NOTHING, they should repair or replace my fridge FREE OF CHARGE. ONE AND A HALF YEARS OLD and the fridge dies. If I had of known 3 weeks ago that Sears would not help at all I would have done something then and it would not be as big as issue as it is now.
I really want this complaint to get out to all the future Sears customers, everyone should know what horrible Appliances they sell and also the horendous customer service that they give.

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CANDACE RIEKER-BOULEY
Niagara Falls, US
Jun 03, 2016 8:17 am EDT

I am writing to place a huge complaint about the sears delivery service. We were told our replacemnt appliance would be delivered at 945am on thursday. We tried to tell them we had prior appointments but they didnt bend at all to help us. The one man even hung up on me. All i can say is if yo udo not get rid of this delivery service yo uare nuts. Also, no offense, but you need to hire people who one can understand. I am sick of the treatment given by your delivery man / department
From candy

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Sears terrible service

I asked several times in several different ways on the chat if I was getting the entire oven door and was told that I was indeed getting it. The box arrived several days later containing only the front glass from the oven door. I spent an hour with customer service trying to get it rectified and they not only were unwilling to give any concession for the error they caused, but they quoted me the "best possible price" available for the parts I need, which are not even close to the best price available. Stay away from this terrible customer service experience.

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DigitalMink
Orem, US
Jun 09, 2014 10:08 pm EDT

Company is stuck in the 1960s. Website said my part was in stock. Paid for priority shipping. Confirmation email said it was backordered. Called. Was told it would take 3 days just to tell me when it would be shipped. Cancelled order. Was told it would take 1-3 days to "consider" my cancellation "request". Go to Amazon or epartreplacements.com.

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Sears Proof I signed up

I have been trying to get proof that I ever signed up for sears account care. I have been promised within 10 days they would show me proof, then it was Jan. 13 I should get something, and still yet I paid a $1, 000 final settlement for something I know I never signed up for. How is it hey can take and put charges on my credit card bill - then turn me over to a collection attorney - and never show me proof that I signed up for this?

I want some answers! I am madder than a hornet. Don't tell me I signed up for this service unless you can prove that I did. Yogi Sepich

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Shalie Joe
Corydon, US
Feb 20, 2014 11:41 am EST

DO NOT WASTE YOUR MONEY AND PAY FOR THIS INSURANCE! When you need them they will only find ways to deny your claim under so many CONDITIONS! Call and find out what you are actually covered under you will be SHOCKED!

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account what ???
Charter Oak, US
May 17, 2013 6:42 pm EDT

I just received a letter in the mail saying Important News Notice of Program Change.
I asked myself what Program ? I never signed up for a program only warranty service. The letter said I have been a customer since 2007 ! I"ve had a sears card most of my adult life but I've never signed up for any type of benefits program. They say they are upgrading my account an account for which I have paid for. I think this is fraud. The letter says If you have any questions call [protected], It was an answering service for account care. They can't explain anything. They're going to send me another letter to explain how I signed up for this, therefore, customer service is of no use. I am going to report this fraud.

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Sears Delay in receiving parts for freezer

My Kenmore freezer stopped working in December 2011. I purchased the freezer in October 2010 with a 24 month maintenance agreement. I repair technician ordered the part on scheduled repair appointment December 22, 2011. The part was suppose to be delivered to my home address and repair date was re-scheduled for December 29th. Commencing on December 29th I started getting computer generated phones calls almost daily about the parts. When I talked with a Sears representative, I was told that parts were on back order with a new estimated shipment date. This has been going on since the freezer broke down. I just got off the phone within the past 30 minutes requesting that the freezer be replaced because I was tired of the reschedules and not having a working freezer. After talking to 3 different persons, I was disconnected waiting to speak to the 4th person. I had requested that they replaced the freezer and was told the same thing as previously that the parts were back ordered and that person was not authorized to replace the freezer. I then requested to speak to someone who was authorized to replace the freezer or the supervisor. This is when I was told that I would be switched to the service dept. This is when I was dissconnected.
The service order #[protected]
Technician ID 0539924
Brand name Kenmore (made in China)
Model number [protected]
Serial number BFR2107268F11092
I would like Sears to replace the freezer because they don't know when or if the parts will be shipped. My thought is the parts are coming from China. My email address is:
[protected]@aol.com

Thanks for you help

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Sears undelivered items

I ordered items online on December 12th 2011, and received a confirmation number. I received part of my order. Three items were to be shipped separately. The UPS tracking number was invalid and never came up in their system. I was told by Sears customer service the items had not yet shipped. Short version = 6 phone calls and three emails later. Sears is sending me emails asking if the box How the box was damaged. Not one email but two of these canned emails. It is an absolute embarrassment that they can not even get the problem straight. I will be calling tomorrow to demand a refund! Buyer beware.

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Sears no lemon guarantee

I bought a Bosch dishwasher from Sears, with the Maintenance agreement; which has a clause of a no lemon guarantee. No lemon guarantee - we replace your covered product if it requires 4 or more repairs within 12 months; that is what the rules state. Sears has been to my house a least 6 times in the last year, replaced as least 4 parts and of course they say the piece does not qualify; after telling me one more repair and it would qualify.

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Michael McShane
, US
Sep 22, 2019 4:48 pm EDT

That’s eight hundred - three seventy six - zero five five seven.

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Michael McShane
, US
Sep 22, 2019 4:46 pm EDT

Sears Benefits can be reached at [protected] and if requesting a no lemon policy claim, you should have four or more repairs with parts in a single 12 month period. Also it helps to have the tech there in case they want to speak to them about the device. them you want to “exercise the no lemon policy.”

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Michael McShane
, US
Sep 22, 2019 4:41 pm EDT

My kenmore elite washer dryer combo (lg oem) has had a litany of service and malfunction issues since we purchased in 2017. Just this year alone, we have had to this point, seven major repairs with downtime’s averaging one week, one was a part that lg had backordered the part for almost a month. So all told up to this point, we are going on 80 days without a working washer dryer. This latest issue was a TE error which according to lg is a heating element failure. First the tech diagnosed the wrong element; there are two, one for the washer and one for the dryer. Another week of waiting for the correct heating element to arrive. Finally the part arrives and the awesome tech arrives to install it. Whoever doles out the times of arrival for these poor guys must know that they have no chance of making it to the customer within those times. Rich arrives after 4 pm (on a 10 to 2 window) and has the new part installed in a few minutes. He tells me that I think your bearings are going out. It passes his diagnostics fine and he leaves. The next day I wash clothes and midway through one dry cycle, another error code, this time it's a LE error code. I research the code and discover it means a drive motor failure. I immediately call in for service which thankfully is the following day.. Rich arrives a little after 2:40 pm and tells me that this time, it needs a new washer tub and a whole slew of items to fix, over $424 of parts not including the labor. We have a maintenance agreement so there’s no cost but still. His advice; call sears benefits and claim the no lemon policy. I call benefits and after 45 minutes on hold, I finally get a very helpful woman. She processes the claim and tells me that in her opinion, this should be approved under the policy. It may take up to five days to process.
So here we are without a washer, hand washing clothes again.
I will say the techs without a doubt are awesome, they work 14 hour days and really care about their customers. The sears benefits folks are also very good. Most of the day to day folks I spoke with were very helpful and one woman I spoke with told me straight out that this should qualify for a replacement ASAP. The next day another less than helpful person told me that no it did not but promised me a check for $50 dollars for our trouble. She was the only individual to be openly rude and disrespectful that I have spoken to. I also have not seen any sign of a check. ;-)
It looks like repairs have been outsourced to an llc called Transform SR Brands LLC, 3333 Beverly Road, Hoffman Estates, IL 60179. These are the ones really responsible for the overseas people answering the phones and the bad service chain system.

Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

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.

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