Sears
reviews and complaints

Sears will never earn my business again. I have had problems before but this is it. I cancelled my Sears card sometime ago due to a bad experience. I placed an order online for the Bowflex #14689 on 4-16-08. On 4-23-08 I had not received any confirmation so I called customer service. They told me my order had been cancelled (nice to know). Due to the product was unavailable. I get online and you once again have the same model on sale for a different price. How can you advertise something you don't even have? Thanks again for the great service. Someone else will love my business.

Sears Master Protection Agreement has become a very bad joke. I have been a loyal customer since 2003, covering multiple appliances all purchased from Sears. Since 2006 the "service" has become progressively worse, and the courtesy of the "service representatives" no longer exists.

Their telephone reps are rude, uninformed and even abusive. They now require over a week to schedule an appointment to repair a non-functioning appliance, which then requires a follow up appointment over a week beyond that, since the service technician did not get accurate information from the "service" rep prior to making the first call.

So long Sears! It's no wonder that your business is failing.

I recently renewed my repair protection agreement which expires 4/17/2009. On 3/8/2008 a service tech. came out to my home in regard to a call I made to the service center stating that my snow thrower which inwas purchased on 12/18/2006 in responce to my snow thrower starting to smoke and excessive noise. He found that the rubber blade on the snow throwing which meets the concrete has went down to the metal and that it and belts and other items had to be ordered which he did at that time. We made an appointment for 3/20/2008 to come out and install the ordered parts, only one part came to my house instead of all the parts needed. The total repair was over $500.00 including labor, this price is over the amount of a new snow thrower. When no one came out on the 20th. or called me I called the service center and they told me that the parts are on back order and that I would be notified when the service would be completed. About one week ago I called and they said the parts are still on back order, I told them that I wanted a new snow thrower as it would be cheaper than having the old one fixed they said someone would call me in 24 hours, well it has been 5 days since then and I want a new snow thrower as you would save money in the long run instead of repairing the one I have. Why did I purchase the repair protection agreement if you can't repair it? You still sell the one that I have. I want an answer in the next 2-3 working day's or I will call a local TV station and have them contact you and put this on the air, I don't want to do that however I am on disability and needed the snowthrower when we had severe snowstorms. Thank You.

Denis H. Toledo, Ohio [protected]

Is anyone else with a Sears Kenmore Trio Elite going crazy by hearing a constant high-pitched hum whenever the refrigerator "kicks in"? I realize all refrigerators hum or make some sort of sound whenever they kick in to adjust temperature, but really, this high-pitched noise is enough to drive anyone to the nut house! I thought we'd get used to it, but we even hear it above our television noise and even when I'm in bed (upstairs and away from the kitchen), if it's quiet and I'm just laying there, I can hear it. It's not just my husband and me who hear it...everyone who comes over hears it too. Sears says this is a "normal" noise and unfortunately, I looked in the manual and it, too, says a "high-pitched" sound is "normal." See you at the insane asylum!

Maytag washer under warranty. Transmission needed to be replaced. 6 parts need to be ordered, took appr. 2 mths for them to come in. service required 2 tech. They claimed there wasn't 2 techs avail. On Saturdays, which was the only day i can have someone home. They canceled me 5 times already. The last time they suggested i take the washer, which is now apart, and leave it outside so when there is 2 tech avail. during the week they can fix it outside! I have never had such crappy service and will never go to sears again! Any suggestions since i have been trying to get my washer fixed for 3 months now!

My wife and I have received several debt collection calls in an attempt to collect an alleged outstanding bill with Sears Credit Card Services. The amount they give us is $49.++ They state that they have spoken to us on different occasions and that we know about the bill and that it has been reported to the credit bureaus. They asked if I still lived at an address that was a temporary address in 1998 and I said that I have not lived there for 10 years. Today, April 12, 2008 I received a call and then called Sears to see if they have ever had an outstanding balance on any account that I have ever had with them and they said "no".

These calls and this harassment need to stop and this company investigated. I have read other complaints on the internet about them and someone need to put a stop to this.

Thank you.

I have family who does not speak english well a and everytime we are in the store they ask about credit cards. Now most employees are fine. However there is a sales person in the tool department who preys on people who do not understand what he is saying. Tricks them into applying for not only one card but two with out explaining anything, and when you go back to the store he acts like it was not him. The mangers don't seem to care about his unfair ways because I am sure they are making money some how! I am tempted to write his name but I am sure anyone who has been there knows who he is. We should and must stop these kinds of practices!

The information on the Sears site shows that the Sears mower #88921 has a 3 year warranty however the documents included with the mower shows that Sears only gives a 2 year warranty. The mower shows up on the Cub Cadet site (I think they make this mower) and the MSP is only $499 with a 3 year warranty. Why is the Sears mower $599 (on sale for $499) and only a 2 year warranty and come to find out to get a 3 year warranty you have to pay an additional $99. I live over 20 miles from my Sears store, so when I got home and pulled out the instructions I found out that the warranty was only 2 years instead of 3 years and that it did not have a blade brake, both items that I asked the sales people. After calling the Sears store back the next day the sales person said that was the way it was and if I wanted more warranty I would have to pay for it. I told him I didn’t want the mower and drove back to Sears store (40 miles round trip, 1 and ½ hours trip) and returned the mower.

Do I think it is a good machine; I don’t know I never put oil or gas in the mower. It looks like a great machine; I guess I will never know. If you should have a Cub Cadet store close by I would buy the mower there for the additional warranty and the cheaper price if it isn’t on sale, if you don’t like me then I guess you are out of luck.

I have never been treated this way at Sears but I guess this is the new Sears that is only concerned about sales.

I purchased a top of the line Kenmore Central Vacuum System approx. 5 years ago...It was a problem from the start..the estimated cost for install in the store was $100 when it came time for the install it was over $500...all of the piping was already in...we just wanted to move the unit from one side of the basement to the other...meaning one pipe had to be rerouted...on the unfinished side of the basement...I had an indepentant guy do it for $100...The wheels on the power head are always broken..I just ordered my 5th set...I also had a problem where the hose plugs into the power head...the socket burnt out...it should have been a simple fix...but they do not make a $10 replacement part...I had to purchase the entire hose for over $200...I will never buy a Sears product again!

Sears Repair Center - have no interest in helping the customer.
Full details of complaint below if you are interested enough to read it all - I was venting my anger so it is rather long! Suffice to say that I have never received good service from the Sears Repair Center. Their lack of understanding and unwillingness to provide constructive help is arrogant beyond belief!

I telephoned Sears on Wednesday to report a fault with my Washer - it took 2 attempts to get through Sear's Voice Recognition Menu as the system couldn't understand my responses! I was told that a repair technician would be out on the following Friday between 1 and 5pm. I received a further call on Thursday - an automated message to confirm the appointment for the following day.
I waited in all Friday afternoon. At 6pm called Sears Repair Center (infuriating menu system again) to be passed on to the department that "looks after" Master Protection Customers.
(This is the gist of conversation - it was long, heated and exasperating...)

Sears: Sorry, you shouldn't have been scheduled for Friday - there was no one available.
Me: But no one told me that!
Sears: I don't know why - the message just says 'no one availalbe'
Me: So what are you going to do?
Sears: The next available service is in a weeks time.
Me: But I have 4 children, I can't wait another week!
Sears: Some people have to wait 2 weeks.
Me: But I paid extra for the premium service - what sort of service is this!
Sears: Madam, other people are waiting ahead of you.
Me: But Sears made a mistake! I've wasted my whole afternoon! By way of apology I should be given a higher priority - not put to the end of the line!
Sears: There is nothing I can do.
Me: (exasperated) But you are Customer Services - it's your job!
Sears: The technicians all finish work at 5:00pm, there is nothing I can do.
Me: (really exasperated) You're telling me that people have to wait 2 weeks for a repair, and your crew knock off at 5:00! Shouldn't they be working more hours to provide a decent level of service? Is this supposed to make me feel better?
Sears: They are only human - they have to work regular hours.
Me: What about my hours! My Friday evening has been ruined waiting for a non-existent repairman!
Sears: There is nothing I can do.
Me:Sears makes a mistake, and you don't want to do anything to make amends! There must be someone you can call to provide quicker service!
Sears: Perhaps you didn't receive a call because you were angry on the phone.
Me: (Absolutely livid) How dare you! How dare you be so condescending! I wasn't at all angry when I phoned for service, I'm only angry now because you don't want to do anything to put your mistake right.
Sears: I am one of the most patient people in this company - I haven't put the phone down or been rude to you
Me: ! (Stunned silence)
Sears: You can try calling back in the morning.
Me: Why do I have to call - isn't this your job!
Sears: I won't be working tomorrow.
Me: What is the number - and don't refer me to that infernal menu system, I want a direct number.
Sears: There is no direct number.
Me: Every company has a direct number
Sears: There is no direct number.
Me: You mean to say that every irate customer has to go thru' that dreadful menu, and then explain the story all over again to someone new?!
Sears: Just call the 1 800 number and ask for Rapid Response
Me: There's a Rapid Response service!? So why can't you let these people know that I am a case for Rapid Response because Sears messed up?
Sears: I am just leaving them a message now.
Me: Why didn't you just do this in the first place! Why do you have to wait for me to get really angry, shout and make a fuss before you do what Customer Services is supposed to do!
Sears: Enjoy the rest of your day
Me: !

Bought a Kenmore french door bottom freezer. 13 months ago. 3 months into the purchase found it made huge noise. 13 months later the control panel is flashing away and the flap for the ice dispenser is flapping away and generating noise.

This is a warning to anyone who has purchased a washing machine from Sears.

I have recently discovered that it is Sears policy to take away the shipping bolts that are fitted to washing machines. These are fitted to prevent internal damage during transport, but should actually be left with the customer as they need to be refitted if ever the machine needs to be moved (e.g. when moving house).

Sears informed me that the reason they take these away is because some customers were refitting the bolts needlessly and thus causing damage when they try to operate the washing machine.

However, who knows how many machines have been damaged when people move house but, because of Sears' policy, don't have the shipping bolts available to refit to their machines? Presumable by this stage though most machines will be out of the warranty period so Sears won't have to do anything about it.

It took me about 5 frustratingly long phonecalls to Sears Parts department to establish this and to get them to send me the shipping bolts, which should have been delivered with the washing machine in the first place. However, they have refused to send me the wrench (used to tighten the shipping bolts), which should also have been delivered with the machine. My last conversation was with one of the rudest 'customer service' people I have ever spoken to, who worked for Sears Parts Direct.

If you have bought a washing machine from Sears and think you might need to move the machine at some point in the future, my advice is to call up and insist that they send you the shipping bolts for your machine, as well as the wrench to tighten them.

They will try to charge you for these parts, but as they SHOULD have been delivered with the machine in the first place and will be listed in the machine's manual under 'parts and accessories', you should argue to get them free of charge.

Perhaps eventually Sears will change their ridiculous policy of taking these things away in the first place.

Hi there, our fridge(an expensive model) purchased in '2000 on our Sears card account, broke just before this Easter 2008.

We called a technician from Sears, and he came out and told us that the freon(which keeps the heat out) had evaporated through a small hole somewhere, and that this particular problem was covered by warranty for 10 years. He left, and was going to file a report, and then we would hear from the company about replacing it etc.
We waited until the end of the week, and after not hearing anything from them we contacted the company about the situation, and we were told that we would need to produce the "purchase order number" in order for something to be done, even though they had the purchase date of December 9, 2000, and even the delivery date of December 15, 2000.

We are a military family and have moved since we purchased the fridge, and have such misplaced the original purchase order, and since we are unable to produce it, Sears will not honor the warranty for the freon of 10 years. My husband and I have been calling non-stop to different branches trying to locate the purchase number, or to trying to trace the number through the credit card, but have been unsuccessful, as the company is unable to pull-up the records because of the length of time. However, we as consumers are expected to keep a purchase order from 7+ years ago, but a big company like Sears is not...to me this is asking alot of consumers if Sears is not required to!

So we made a last ditch attempt today and called Corporate Customer Service, and we were told that Sears would not be able to do anything about our situation unless we produced the original purchase order number. So after receiving no satisfaction, we are going to pay off our Sears card account and boycott Sears. We realize that we are only a drop in the pan for a huge corporation like Sears, but we also intend to tell others about what they have done, and let's face it word of mouth can be very powerful!

01/01/05 - Original refrigerator purchase date. Cost: $449 + tax/fees = $535.29

06/24/05 - 1st service call to repair. Appears not to cool properly and moisture on floor. Technician instructed me on usage and was unable to detect location of leak. Stated high usage and humidity from weather as factors.

06/27/05 - 2nd service call to repair. Leaking continues. Technician found drain tube too short from factory/added drain tube.

05/29/06 - 3rd service call for repair. I noticed wood floor uneven in front of refrigerator. I pulled out the refrigerator and visably saw water damage. Called One Source who agreed to send technician to inspect leak and damage. Since out of warranty period, One Source agreed to inspect. Repair technician stated found drain line not properly repaired by last technician. One Source agreed to repair. I also called floor repair company. I asked One Source for a replacement refrigerator due to ongoing problem and offered to repair floor myself. They indicated they would only repair refrigerator and also repair the floor. Obtained an estimate.

Note: Floor Repair Company stated that damage appeared to occur from slow leak and passed through wood floor. Sub floor was saturated and then began to cause upper floor to warp and expand. This damage took 1 year and 5 months to detect.

06/01/06 I repaired sub-floor. I treated the black mold under house. I replaced the damaged insulation. Carpet Express made repair made to floor for $495 (exceeded cost of refrigerator).

Current Events:

03/01/08 1 year 8 months later. I noticed the same problem. Pulled out refrigerator and saw severe water damage. Went under house and same mold problem as before. Same wood boards in kitchen are again damaged.

03/04/08 Called One Source and spoke with Sr. Customer Advocate, Elaine. After much discussion, I offered to repair all floor damage and asked for a replacement refrigerator as this one Sears is unable to repair. Elaine stated no. Would only waive the trip fee for a technician, and would pay for repair up to $100. Also offered me a 10% product discount I would have to pay for and request reimbursement. I asked for a manager to return my call and was assured that Ms. Christ Stroup would call back in two business days.

03/04/08 Call made to Sears Holdings Corp in Hoffman Estates. Transferred to Judy, Exc. Customer Relations in North Carolina. She stated she could not help me and to wait on a return call from One Source.

03/06/08 At 8:00 PM, I called One Source to Jerry (ID 60206). He said Ms. Stroup had left early and would not be returning my call until maybe next Tuesday. He stated there was no supervisor/manager that I could speak with.

03/06/08 At 8:30 PM, I called local Sears store manager, Jerry. I explained the 'situation' and he offered to call One Source to see if he could get a return call to me earlier.

03/07/08 Received a call from Oscar at One Source. We discussed my refrigerator problem and I asked to speak with a supervisor. He stated one was not available but he indicated the next step would be to send a technician to my home to inspect the floor damage and verify a water leak. I said I was not desiring a repair and would not pay for a visit. He waived trip fee and repair. He told me to call One Source back after the visit.

Later Store Manager Jerry called to see if One Source called.

03/08/08 Sears technician Robert (ID 0617829) at home at 9:45 AM. He stated 'only check for leak/and floor damage'. He was confused why One Source wanted him here if I did not want the repair.

03/08/08 Phone call back to One Source to Charity. Then to, Rosalyn who instructed me that she had management power and would not replace the refrigerator. This is the rudest person I have spoken with. We had a lengthy discussion. She said we had talked enough and told me to call Loss Prevention at [protected] and to call Legal at [protected].

I called Loss Prevention. Got Terry, Security. He said he only handled theft and in store issues.

I called Legal at [protected]. Got Mary in the recall department. Went ahead and inquired if there was a recall on my refrigerator. None cited. I returned a call to One Source to Mike (ID 602714). Discussed situation and he said the final decision was not to replace product. He offered to repair product and that I would have to go through the Claims area to request repair of damage floor.

03/10/08 8:00 AM, Called Corporate Office in Hoffman Estates. Was told no one there could talk to me. Transferred me to a number that was closed. Called back to Corporate. Told by same person that she could not give me the number but only transfer me. Waited until 9:00 EST for the office to open at 8:00 CST. Called back to Corporate and was transferred to Highpoints, NC to Sally at ext. 12008. Explained situation. Stated there was nothing she could do. She transferred me back to One Source to Charles. He read my my case notes and stated that someone could return my call in two business days...

03/13/08 Mailed certified letters to CEO Bruce Johnson, Sears Holdings Corp.; Edward Lampert, Chairman of Board of Directors; Governor's Office of Consumer Affairs, and Better Business Bureau.

03/17/08 Letter delivered to Bruce Johnson at Sears Holdings Corp.

03/17/08 No response from One Source. Called One Source and spoke with customer advocate Ann (ID 49542). She stated no further no decision she could see regarding replacement refrigerator or repair of the floor.

03/25/08 Called Sears Holdings Corp. at Hoffman Estates. I was never able to speak with anyone at Sears Holdings at Hoffman Estates. I asked who Frank Johnson was (signee of certified mail) and was told they could not provide me with that information. After 11 more phone attempts, I was finally transferred to the Executive Office of Letters and Correspondence in North Carolina. I provided my name and the gentleman able to tell me that my letter was logged in and a Bridgette Williams stated in the notes 'No Further Action Needed'. I have been given a new case number of 1910534. After complaining that I have not been contacted to discuss my case, I was transferred to One Source to a Marshila (ID Badge [protected]). After a lengthy discussion, she received authorization to provide me with:

1. A $100 gift card and a 10% product discount, OR

2. Waive the trip fee for a technician and repair up to $100.

I stated I would consider this and call her back on 3/28, my original 10 day deadline given to Sears Holdings in my certified letter.

Additionally, I was provided the phone number of TSRT and spoke with a Jen (ID 55440) regarding the repair of my damaged floor. After a thorough explanation about my problem, she stated Sears was not responsible for the damage due to it occurred out of warranty and I must file a claim with my home owners insurance. I informed her that Sears previously had repaired my damaged floor out of warranty as it was due to the same problem that Sears did not repair. She again stated that Sears was not responsible.

03/28/08 Reluctantly, I phoned One Source to accept, what I believe to be an inadequate resolution, offer of $100 and a 10% discount. The local Sears store was have a sale on 3/29/08 of 15% off appliances and I could use the discounts together and the gift card and come out o.k. I spoke with a Sheldon (would not give his ID number). He stated that there were no notes from Marshila on 3/25/08. I was amazed! After a 30 minute conversation, he believed my plight and the $100 and 10% discount. He transferred me to Sonya in Processing at One Source. She explained that she would send me a gift card for $100 She explained the discount. I was to purchase the refrigerator and call One Source to receive the 10% discount which would be applied to my credit card or mailed as a cashiers check if I paid cash. She explained the discount. I then lost the signal on my cell phone. O.k.

03/28/08 I called the local Sears and spoke with Bob, not a manager for in the administrative office. He stated the sale at the store. I the gift card coming to me in the mail. He said the store manager, Jason, could go to one register in the store and give me cash for the gift card, then void the card, then apply the cash to my Sears credit card. He also stated that I should come in Saturday to take advantage of the 15% off sale and then get the 10%. O.K.

03/29/08 Arrived at the local Sears store. I selected a refrigerator. I opened a Sears credit card account. I purchased the refrigerator. I received the 15% sale discount and scheduled the delivery for

4/18/08 to make sure the gift card arrived and was applied as stated. I called One Source from Sears while with the salesman. I explained that I was calling to receive the 10% credit to my card.

After being transferred to Processing, I spoke with Rose (ID 65478).

I gave her my credit card number and sales check number.

Now, she tells me that she is unable to give me the credit on my card until the refrigerator is in my house. What? She said that just purchasing the refrigerator was not enough. I must accept delivery of it. After discussing this, I indicated that I was waiting to accept delivery until I had the $100 gift card and that it was applied also to the balance on my card. I then said, what if I pick it up, can I call then. She further stated that I could not call until 24 hours after I accept delivery or pick it up. I leave the store unsatisfied. Sears has not be forthcoming. I will continue with my complaint in Bibb County Court.

I arrived home to find a letter from the Governor's Office of Consumer Affairs. That have forwarded my complaint to Sears at Hoffman Estates, Illinois to Linda Evans, Claims Consultant in the Customer Support Department.

03/31/08 After one full month of exhaustive attempts to resolve this matter, I am filing a Statement of Claim in the Bibb Magistrate Court, Bibb

County, GA.

sears credit card charges $39.00 late fees when you pay on the due date ? get that they say that even though our time frame was 1 hour behind them that we have to suffer. that is wrong if i am paying my bills on time in my time zone we shouldnt be charged please help to see this corrected with all the people unable to pay there bills you have someone like me in these times that does pay even if it is on the due date and they take advantage of you thanks marty welsh

The 21st of March I will send my last payment to Sears. I was late two times and they raised my rate to 32%. I talked with them and told them the circumstances and asked them to lower my rate. They refused. After years of being a Sears customer, I will never do business with them again because I know for a fact that other companies will respect a long time customer and negotiate a lower rate. I have done this for myself. Sear's attitude says that they don't care about keeping customers.

I'm going to make sure that my voice goes out loud and clear to every one I know to stay away of Shoddy Sears.

Thanks,
Paula Gramlich.

I purchased a new Kenmore refrigerator from Sears which was delivered on 22-26-07. The delivery company movers were rude and did not speak English so I could not tell them to "please stop!" They gouged and scraped the paint off my newly painted front landing, muddied the carpet, and gouged and scratched my new kitchen linoleum when they did not use a dolly on wheels; They dragged the fridge across the living room and kitchen to the far side kitchen window. They then repeated this action to remove my old fridge.

The new fridge was filthy! As if it had been sitting outside in the San Diego October wildfires. It had multiple small scratches all over it and ballpoint pen markings. It was also missing the dairy door to the dairy section of the fridge.

Adam Churchin of Sears refused to pay to repair any of the damages done to my home and despite calling the customer service center every 2 weeks I have not received a new, working, undamaged dairy door.
(In January, they did send me a dairy door which arrived broken as it was shipped in a box with no padding/bubble wrap).

Sears has told me that if I wish to have my money refunded I must return the refrigerator. However, they are not going to pay for a pick-up nor are they going to return my old fridge to me. My old fridge was working fine- I just wanted an upgrade.

1.) Don't purchase appliances from Sears as they sell incomplete merchandise that is broken or missing parts; use third-party contractors for delivery who don't speak English; and will not repair or compensate you for damages done to your home during the delivery.
2.) Take a video of your home- the floors, walls, appliance you are having removed etc. BEFORE the delivery men arrive so if any damage is done you have visual proof.

Repair man came out to repair a 6 1/2 year old electric dryer. When I scheduled the repair on the internet, the email verification stated that the repair man would go over the charges with me. I had my husbands caretaker at home with my husband when he arrived. The repairman came in, went to the dryer, went back to the truck, came back in and handed a receipt to the caretaker, fixed the dryer, went outside, came back in with another receipt and handed to the caretaker who signed the receipt. She thought the repairman had called me for authorization when he went outside. He did nothing of the sort. He just fixed it without saying anything. The repair bill was $268. For a couple of hundred more dollars I could get a brand new dryer at COSTCO with a 2 year in home warranty. I never had the chance. Talk about getting blindsided. I called the "Executive Team" and spoke to Sylvia who was not only rude but tacky. She "insisted" the charges were approved. Too bad I nor my husband were ever told of the charges. I tried calling the service center twice and they will not return my phone calls. I have a call into the General Counsel. THE BEST PART IS THEY DON'T KNOW I HAVE VIDEO SURVEILLANCE IN MY HOME AND CAN PROVE HE DID NOT TALK TO ANYONE. I am going to dispute the charges on my credit card, file a complaint with the BBB and NEVER shop at Sears again.