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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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6:11 pm EDT
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Sears have not provided refund for merchandise returned

Purchased a brand new dishwasher and had it both delivered and installed by Sears recommended installer. All arranged by Sears. No choices were offered .After 10 days dishwasher stopped working all together. After multiple calls for service and more than 2 weeks without a working dishwasher I requested that Sears come and pick up their dishwasher and refund my money. I arranged to have a new dishwasher delivered and installed by another company. Sears assured me that they would pick up their dishwasher 2 days prior to the new dishwasher being installed. Sears did not pick up the dishwasher until the day the new machine was installed.. Sears records their customer service calls and should have a lengthy list of calls regarding this matter. My cell phone records reflect all those calls. The original Sears installer came and took the dishwasher. After 2 months and multiple phone calls and trips to Sears in person I still have not received a refund. Outrageously bad service. Will tell everyone I meet "never shop at Sears".

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SEARS EXEC EMAIL ADDRESSES
oregon city, US
Oct 25, 2012 7:49 pm EDT
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Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over...maybe they will realize they have a problem?

Louis J. D'Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com

Sears Executive OfficeTelephone [protected]

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7:07 am EDT
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Sears roof

sears home services an sub contractor installed my roof not to mfg spec. or code as promised .roof passed code inspt. after failing 3 previous inspections for the same issues an violations.i had this web sit made of the improper install .notice the over nailed shingles .improper install of ridge vents. look at the video of the worker piecing the shingles together .all the shiners are still there after 3 failed inspections for such. this is how my new roof is installed.i had documented the install with pictures video an paper documents.every thing i state is true. chhttp://s760.photobucket.com/albums/xx249/wheredoesitallgo/Brunelles%20improper%20roof%20installation%20from%20SEARS/eck out the web sit i had made to verify what i am writing pictures do not lie.

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Update by brunelle
Jan 17, 2013 12:48 pm EST

my roof was installed by SEARS sub contractor an failed county code inspection 3 times.sears management ignored me on installation issues after multiple phone calls.managed to contact a state senator about my problem. only after that did sears respond. they had to remove a brand new shingled roof do to improper installation . i documented the complete installation of the roof .also did the same the second time.pictures of shingle nailing.sheathing drip edge ridge vents also video. pictures don't lie.new contractor for second re-shingle tried to scam me on plywood that was to be repaired caught him with pics. roof is installed just as bad as first time.if not worse.passed code inspection.they are unable to see how shingles are nailed after the sun beats on them. code does not care about shoddy workmanship code is immune from prosecution. .both contractors did damage to my ceilings.both say it was not their men. contractor says men were not in attic they were in there to remove nails that miss trusses.i have video of them coming out of attic. in my opinion how can u trust a company that hires contractors that lies an are unable to install a roof to code an mfg.spec. SEARS u are the most shameful misleading co. Florida residents if u have to have a roof done avoid the SEARS . Check out [ sears sucks ] on your Internet read all the complaints about sears. I wish i did before being scammed by sears. /link removed/ … ALL sandy storm home owners look at web site before having Sears home services do any type of home repairs.the truth! log into twitter an look at all my tweets about Sears home services roofing.their all true.!

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Update by brunelle
Oct 10, 2012 7:12 am EDT

my opinion sears home improvment of florida salesmen are liers. i hope florida home owners see my post so they do not fall subject to the same lies an improper roof install i have had. the whole corporation is misleading an does not care about their customers only the dollars. AGAIN I CAN NOT STRESS IT ENOUGH TO SENIOR CITIZENS AN DISABLED TO AVOID THIS MISLEADING AN DISHONEST COMPANY . BEWARE OF SEARS

Update by brunelle
Oct 10, 2012 6:55 am EDT

again a big corporation has taken advantage of a disabled senior citizen .no help from B.B.B. OR the DBPR AFTER ALL the documentation proves i have been victimized . in my opinion all party's involved are being influenced by sears home services in some way or an other an do not want to be bothered by truth of a disabled senior citizen .B.B.B SERVES NO purpose either does the D.B.P.R. unless you have money.

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9:20 am EDT
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Sears extended warranty

Since 2/12 I've had issues with my Elite refrigerator warming then freezing and now after 6/7 attempts to fix it I finally decided to purchase another from Loews who after 4 attempts they REPLACE the entire unit! I've lost almost $1000 worth of produce and Sears will only replace up to $200. The first appt with the tech took 2 weeks due to the fact I am in rural Tn. I took the day off waited ALL day only to get a call at 3:13 that I couldn't run to the phone fast enough to answer. I immediately called the number right back and the CS lady told me she was going to notify the tech...so I waited...NO SHOW NO CALL. Had to wait another week for an appt. Now he has to order a part due to the fact it was NOT on the truck. A week later Sears sends him the WRONG part. Have to wait another week. I eat only organic food and do all my shopping 50 mins from my farm at Trader Joes and Earthfare. This didn't seem to matter to Sears. I asked the tech about the freezing of the produce and his response was "all of the crispers have the same problem"...something I didn't want to hear. When I told the Warranty Service Dept she said that the refrigerator needed to be deemed unrepairable. Needless to say after a total of 7 visits and the last with a part that should have been ordered the 2nd time, the tech told me Sears will keep sending him to try to fix it "that's what they always do". So I suggest for anyone looking to purchase any appliance DON'T GO TO SEARS. I've been buying all my appliances from them for decades and this is how they treat return customers...well this one is not going back!

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Valerie
, US
Oct 28, 2008 10:07 am EDT

I purchased an extended warrent on my craftmaster riding lawn mower. The first time I used it, it cost me $180.00 for the service that was done. The second time I used it I called in March of 2008 for a battery replacement and was told that it would be August before they could send anyone out. needless to say I drove 30 miles to the nearest Sears to pick up the battery and installed it myself. The first week of September the deck belt broke again I called for service and was told that it would be October 16 before they could come out. In the mean time they mailed me the needed belt. On Oct. 16 the repair man called to say his truck broke down and he would not be commin but he would re schedule it for Nov.17. I called customer service and gripped a lot and was given a direct number to call to speak to the warrenty manager. during this phone call I finally was re-scheduled Nov.3 but the manager asked if I had the belt, I said yes, and he promply told me to put it on myself. Why did I buy the warrent for $900. if I was going to do everything myself. So far this warrenty has covered the cost of a battery and a belt, both I could have replaced for under $100. and used part of the additional $800 to pay a repair man.

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SEARS EXEC EMAIL ADDRESSES
oregon city, US
Oct 25, 2012 7:47 pm EDT
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Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over...maybe they will realize they have a problem?

Louis J. D'Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com

Sears Executive OfficeTelephone [protected]

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4:56 pm EDT
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Sears no delivery of sealy mattress

We bought a Sealy mattress set on 9/3/12 and paid extra for Sat, 9/8/12, delivery. Received calls about 3-4 times verifying the delivery and time. Waited most of the day and never got a call that there would be NO delivery. When we got someone, all she could tell us was that the warehouse was closed and they wouldn't deliver. After talking to people for four days we got a message that the delivery would be 9/13 between 3-5 pm. I waited all afternoon and still no delivery/no phone call. Finally talked to someone at 6 who said they had come but no one was at home. LIE... Why didn't they call one of the two phone #s that were on file? They rescheduled it for 9/19 - another week. I'm not waiting any longer. I called the National Customer Service # and cancelled my order. I'm going to a mattress store ---- NOT Sears.

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SEARS EXEC EMAIL ADDRESSES
oregon city, US
Oct 25, 2012 7:48 pm EDT
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Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over...maybe they will realize they have a problem?

Louis J. D'Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com

Sears Executive OfficeTelephone [protected]

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9:02 am EDT
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Sears mechanics did not check the car as promised

Hello,
My name is Mari Zamfir. I live in Fairfax, VA, close distance from Fair Oaks Mall, Fairfax VA. I take my car Honda CRV to the Sears Auto shop at Fair Oaks for oil change often. They also changed all my brakes last time.
On Saturday August 31, 2012 I went there because there was a noise coming from the brakes and I wanted them to check it out. I couldn't remember for sure if I changed the brakes or not.
A gentleman checked us in and confirmed by looking in the computer that indeed they changed the brakes and told us that a mechanic will check the noise and call us. He also suggested rotating all the tires as the front ones looked a bit worn. I agreed with him and told him to please rotate the tires as well. We went shopping in the mall and waited at least 2 hrs. Nobody called us. We went back to the shop and another gentleman handed us a paper which didn't mention anything, no notes, nothing. When we checked the car, the tires were not rotated and we weren't given any report regarding the noise coming from the brakes. They literally wanted us out of there because the mall was closing. They did not acknowledge that we waited at least 2 hours for them before the mall closed.
We left very disappointed and concerned that nothing was done to our vehicle.
We always thought that Sears had good prices on car repair and expertise; however this experience changed our opinions in a negative way.
I don't feel safe taking my car to Sears’s auto shop anymore. I don't trust that they do a good job. My car is important for me as a woman, mother and commuter. I need to trust the person who works on my car and I don't trust the mechanics at Sears anymore.
They didn't even touch the car. Nothing was done and nobody cared to explain why.

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SEARS EXEC EMAIL ADDRESSES
oregon city, US
Oct 25, 2012 7:42 pm EDT
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Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over...maybe they will realize they have a problem?

Louis J. D'Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com

Sears Executive OfficeTelephone [protected]

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12:44 pm EDT
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Sears amount of refund not itemied on current bill

I returned approximately $300. to Land's End recently.
Part of these charges were on my Sears Charge Card,
and The Rest of these charges were on my Sears Master Card.
A total of $6.00 is supposed to be deducted from the total (approx. $300.)
for postage and handling in connection with the return of this single box
of goods.
I have not even received an e-mail reply from Land's End to let me know
how much the company was refunding, and how much to each of THE
TWO SEARS CARDS, ONE OF WHICH IS A SEARS MASTER CARD.
PLEASE SEND ANSWERS TO MY E-MAIL ADDRESS: [protected]@ymail.com.

I am dissatisfied with the level of competence of the Land's End call center,
whose respondents have not given me a straight answer to this question,
although the acknowledged that this single carton of merchandise was received.

Use my cell phone (917) 612 only if your explanation is too complicated for
e-mail, and only after you have FIRST sent a reasonably straight-forward
answer TO MY E-MAIL There is no reason that a reply should be complicated.
Thank you.
Joan Marie Giambo
12 Bay 50th St.
Brooklyn N.Y. 11214

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8:56 am EDT
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Sears failure to comply to warranty

We purchased a Sears, Kenmore water softener #[protected] in the Amount
of $499.99 plus Installation of $209.99 plus the salt for $12.98 a Grand
total of $722.96, which we put on the Sears Credit card.
Today we had to have a service man come to repair the softener because
it was not working, his diagnosis was that a rodent had gotten in and
chewed wiring which in turn shorted out the circuit board and the
transformer, the repairs would be $400.00 because it is not covered
under the warranty. According to him and the office when I called, an
act of God nor animals is not covered on the warranty. Well It was not
a rodent it was a lizard.
The softener is on the outside of the house which we were insured that
was perfectly all right. All the softeners here are on the outside of
the house.
If this is true about an Act of God or animals then you have made a
softener with a defect in materials and workmanship. It should have
been made to keep animals out of the mechanism. I refused to have the
repairs done and asked to have it uninstalled and removed and my money
refunded and they said they could not do that.

I need something done now. I am amazed I have had nothing but Kenmore
appliances in my home since I got married 54 years ago and never once
had a problem.
Patricia A. Lee
[protected]@gmail.com

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Update by PALAR
Sep 26, 2012 12:22 pm EDT

I want to thank someone at Sears because today someone came and fixed the water softener. So thank you. This is the way they use to treat their customers.

Patricia Lee
Ocala, Fl.

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SEARS EXEC EMAIL ADDRESSES
oregon city, US
Oct 25, 2012 7:30 pm EDT
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Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over...maybe they will realize they have a problem?

Louis J. D'Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com

Sears Executive OfficeTelephone [protected]

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1:43 am EDT
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Sears broken parts

The mechanism which holds the blade (10'') in a preset angle (15, 30, 45, 90 degrees) to the table surface lasted about five months... cheap plastic cam mechanism. Now the blade wanders all over hell, causes material binding and kickback. or worse yet, loss of fingers or a complete hand! I've written to Sears on numerous occasions regarding this problem and the danger it imposes to the operator (namely me), AND NO RESPONSE FROM THEM! What the hell are they waiting for? My lawyer to contact them about a lawsuit for missing fingers or my whole hand? Bottom line... Sears sucks, their (foreign made) stuff sucks and they apparently could give two hoots in hell about the problem. Yes, I'm pissed off and something needs to be done to address this problem!

Larry W. Coty
[protected]@yahoo.com
[protected]

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9:13 pm EDT
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Sears Refridgerator

Kenmore refrigerator, top freezer #68824
Today was the 3rd refrigerator delivered. I do not understand why Sears would even allow such flawed items to be shipped. Quality!? There is none. Each one was flawed on the front door surfaces. These flaws happen during manufacturing, not shipping. Bad paint finish & roll marks within the metal. Pathetic. Where are these junkers made. Are they selling seconds? I was told twice the item would be inspected before shipping. NOT! The delivery men (always late) saw them too, of course that is after they are off the truck and unwrapped on the roadside. This model is so loud when it kicks on, it makes you jump! Nothing but grief, will not order from Sears again. Too many bad experiences with them from online orders. Promise much..but deliver nothing but a headache.
What must it cost Sears to have all of these deliveries made? More than what its worth for sure. Fridge #4 coming up.
Tried to leave feedback on that particular model on Sears site. It wouldn't let me.
No one should purchase a brand new product, just to get a piece of surprise..junk

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dowhatsright
Lakewood, US
Sep 08, 2009 3:58 pm EDT

Bought a refrigerator end of 2007
within the first 4 months we had sears come down because the freezer would get cold & the refridge would stay warm. Finally after the third time they replace some parts & all was good for approx 14 months but now again we have the same issue freezer works refrige stays hot . since we are out of warranty they tell us the sorry blah blah speech which means TO BAD. Now I dont think its to much to expect that a new refrige should last more then approx 2 yrs.. This refrige has had the same problem numerous times & they should fix it replace it or whatever ..
If they feel their products are so good then give me a FREE extended warranty which cost you nothing if the refrige works no problem. A win win situations

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4:30 pm EDT
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Sears message

I hate calling you and getting a message in mexican. If they can't speak our language they should not be here.

Why do I have to listen to mexican before I have a language choice? I made purchase from Sears but it will be my last.

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Glen Laird
, US
Oct 16, 2018 12:36 pm EDT

Dear Sir; AS a baby boomer I of course grew up seeing the sears catalog in our home. I also really hate to see this american icon fade away and hope some how it survives. If it would be of any help would a few off the walls ideas be of any help? Could you somehow contact either the Boy/Girl Scouts to see if they would be willing to donate some service hours to a Sears store as free help. How about any youth church group also with service hours to donate. Would a service group from Sears be willing to set up Holiday decorations as a service that could also either provide these decorations or set up the owners for a fee. How about home delivery of purchases made at the stores. To include bringing them in and putting away such. As i know many older clients might appreciate. By providing such personal service that the big stores have forgotten about. How about retired craftsman offering in store service of items that need repair. Would older sears fateful be willing to pay abit more if it was made in the U.S.A. How about insured drivers who would pick up and deliver door to door. To DR. appts, schools, shopping. Things older people do everyday. I'am sure some one some where has already thought of these ideas but I felt like maybe hearing them from a different segment might stir someone else with a new view. Any way keep trying as I would hate to see a lifetime icon fade away. Thanks for your time, Glen Laird glenlaird45@ yahoo.com

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SEARS EXEC EMAIL ADDRESSES
oregon city, US
Oct 25, 2012 9:45 pm EDT
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Regardless of whether the contextual tense is accurate or not, this is American and the primary language is English not Spanish.

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SEARS EXEC EMAIL ADDRESSES
oregon city, US
Oct 25, 2012 7:52 pm EDT
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I AGREE!
This is American and we speak English here. If people want to speak their native language go back to their native home! I get tired of hearing people from other countries complaining that the people HERE don't speak THEIR language! DAH GO HOME!

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Jean H Wood
, US
Sep 11, 2012 12:14 am EDT

If you are going to gripe in a forum you really should learn the English language that you obviously do not know too well yourself. I think that's called ignorance. Your comment would have been taken a bit more serious if the context was in the correct format.

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Sears Repair Scam

The Refrigerator Kenmore Elite Coldspot 106.[protected] SP2441936
Has a design flaw, which they fixed in newer models. But Sears charged me almost $300 to repair it, which consisted of placing a small copper wire at the drain hole at the bottom of the freezer section. This should be a recall free of charge!

Is this a scam? Did Sears purposely no recall this refrigerator so they can make money on the repairs?

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Sears poor customer service

Dear sears

My name is shanika case# 6012378. I am appalled by the lack of customer service at sears from the local store to the representatives over the phone and managers from the executive office. I spoke to a case manager by the name of ikhlvs mirza who for starters barely speaks english. He is the rudest person i've spoken to in the last month from sears. This case manager not only falsified his remarks in regards to my dealings with the 3 technicians that came out to my house and left me with broken appliances still and tried to persuade me to pay for services that weren't rendered. He also bluntly told me that my service wasn't important and that he has better things to do. I spoke to a supervisor by the name alicia who promised she would call me back and now she is unavailable at all times. Now they are giving me more of a run around. Voice mails... "she's not available right now"... " just the worst ever! I bought a full high end (Supposedly) laundry appliances less than a year ago and is still under the manufacture warranty as well as the extended service plan. The appliances were over $2, 000 was all kenmore. It has taken sears so far over 4 weeks and I still do not have a repaired washer and dryer. I’ve spent hours on the phone with them trying to get a simple repair. I was promised numerous times that someone would call me back within a certain amount of time and not once did they ever do so. They are the most incompetent people ever. First they sent a repair guy out and he couldn't even figure out how to turn the washer and dryer on to see if it worked. After I showed him how to do that, he said 'yes, washer and dryer doesn't work". He said he had to order parts and that I would have to pay for them and the travel expense. I declined not to order the parts due to the fact washer/dryer is covered under warranty, the technician became angry and demanding I had ask the gentlemen to leave. After many more hours, (I'm serious about that, hours!) of phone calls and unfulfilled promises later to the national headquarters and i’m still without working appliances. I feel that i’ve made a legitimate complaint to sears about the conduct of a sears employees via phone and that was dispatched to my home to perform maintenance on my washer and dryer and they still display lack of responsiveness and lack of accountability.

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Rolly
,
May 12, 2008 11:49 am EDT

the glass broke in the door of our Amana oven. (purchased in 1999) We went to Sears to buy a replacement glass and they sold us the whole door and charged us $131. It was to be shipped to our home in one week. That was March 25, 2008. We still don't have any part so we called again (third time) and they say that we need to be patient. So my daughter went online and called Amana who informs us the part is no longer available. Wait a minute - the range is only 9 years old and the parts are already NOT AVAILABLE? So the lady on the phone (who was very nice) suggested we google obsolete parts. We have found nothing and some of the googled companies don't even carry obsolete parts anymore but failed to remove their ads that say they do. I am so frustrated. How can a company stop carrying replacement part after only 9 years of making a product?

AND - Sears finally called back and said they found that the part is unavailable. How long would we have had to wait to find that out from them if we hadn't pushed the issue? Sears is going under for a reason. That's too bad; it used to be a GREAT store.

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sue
,
Aug 28, 2008 11:49 am EDT

When you call their customer service dept. to schedule service, you are thrown into their national phone pool where the reps cannot help you because they do not know and cannot understand the english language.

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Ron
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Oct 14, 2008 9:48 am EDT

I was online searching for Parts for my Craftsman Lawn Mower that I purchased from Sears. After a lengthy search I finally found a parts direct website. I inputted my parts numbers and was told that I had to phone a customer service person in order to obtain these parts. So I did! This is the part where I start to get frustrated. The number I called was an American number and could not help me. This is after spending over 5 minutes on hold waiting for a person to talk to. She then switched me over to the Canadian version of the waiting game. So there I sat and waited...and waited and waited...and waited. FINALLY a person answered. I was ready to light right into her about the poor customer service but she was very nice and I realized that this poor woman is sitting in a call centre doing her best. So I ordered the parts I needed. But I had a question. I needed to know if the Jackshaft housing came with all the parts, or inards as I like to call them. She did not know. I knew she would not know because who hires persons with knowledge to answer phones about their product anymore. How can a company pay their employees minimum wage if their employees were knowledgeable about their product? I cannot believe the poor customer service we are accustomed to and really just accept the fact that we can stay on hold for an infinite amount of time. If a company is going to advertise a website to order parts from they sure as hell better have such a website to order the parts from. And if a company is going to advertise a parts and service phone number they sure as hell should have someone answering that can at least answer a simple question about the parts and service they are selling. We are far too complacent about everything in this CRAP customer service world we live in. Whatever happened to businesses that wanted our business? Whatever happened to friendly and knowledgeable sales people who wanted to make the sale and have a happy customer that will return again and again. Sears Canada used to be a place to purchase all your household needs from clothing to appliances to tools. Sears Canada used to sell these items to the majority of Canadians because of the high quality of the product and the great customer service that followed the sale. Maybe if Sears Canada had continued with this success many Canadians would still want to purchase their items there.

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Glen
, US
Feb 24, 2009 5:09 am EST

This company has been involved in a washing machine repair since Dec 3, 2008. They have ordered more than $800 worth of parts for a machine that would cost me $400 to replace today. I paid $389 for it in Aug of 2005..so this machine is likely worth only $250 today. They have left my home and said that the product was repaired 2x. The customer service department is completely uncooperative.They are not willing to make this case a priority, even thugh they have attempted 5x to repair the machine! I have been with out a machine since Nov 28th. They have offered me no compensation for my time or the cost to outsource my laundry. My home warranty company has approved these charges, otherwise I would have NEVER approved this. My machine is still broken and they have a 6th appointment scheduled for Monday, January 12th. I am not hopeful that it will be repaired.

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Von S.
Miami, US
Jul 23, 2009 2:58 pm EDT

I had an appointment for Monday July 13, 2009 between 8a-12p and received a call from Sears during that time informing me of a scheduling problem and the technician would need to reschedule. I rescheduled the appointment for Friday July 17, 2009 between 8a-12p. No technician showed. Someone was there the entire time.
I called the national customer service number at [protected] at 1 pm the same day and was referred to the call center that handles the area (I live in Miami). It is called Plantation Customer Service. The number is [protected]. I was told the technician arrived in Miami at 11:20a. I told the person waiting at home to not accept the service if the technician showed because the wait was ridiculous. I called the customer service number again to complain and was told that technician actually had a light day and was then told that he was in a meeting.
I was then forward to someone I guess was a supervisor. I made a mistake by not recording her name. She told me that Sears would reimburse $150 in labor and $100 in parts and told me that my file number would be my phone number and she would call me later with all of the information. She also told me that I would be rescheduled for Wednesday July 22, 2009 between 8a-12p.
I called Tuesday July 21, 2009 to verify my appointment was scheduled for Wednesday. The rep told me that all she had in the computer was my last appointment for Friday. Apparently there is no record of anyone doing anything after my Friday call. After calling on Tuesday I received a voice mail later that day informing me of my new appointment. It was not scheduled between 8a-12p as the person said. It was scheduled between 1p-5p.
I called Sears again on Wednesday July 22, 2009 at [protected] at 915a and the rep (Gabe) confirmed my appointment. I asked who scheduled it and she was unable to do so. I asked because I did not and would not schedule it for that time period. She returned and told me the technician’s supervisor (Olga) rescheduled it. I asked if there was anything in the file stating that I would be reimbursed and she found nothing. I canceled the appointment during that call because I was tired of this.
This is horrible customer service. I advise you to never use them.

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Tim
Freeland, US
Feb 06, 2010 9:06 pm EST

This is a copy of the letter I sent to Sears customer service which explains the entire story...

I am writing about an experience I have had with sears.com which I can only describe as despicable service at best. I placed an order on sears.com for a queen box spring Jan 23rd, order #[protected]. Before placing the order I called and spoke with a rep and wanted to make sure that the pricing of 75.00 was correct with the box spring. The rep told me that yes it was and she could take the order over the phone or I could place it over the internet. I explained to her I would discuss things with my wife and probably just place the order over the internet and thanked her for her time. A few minutes later I decided to order the box spring. We received an email Wednesday Feb 3rd that the box spring was ready to be picked up. I went to the store Sat Feb 6th to pick up the spring and from here everything unraveled. Shortly after scanning a upc from the email we received from Sears a sears employee from the merchandise dept walked out with part of the box spring. I asked him where the other half was and he explained to me this was all they had. He told they thought the box spring was for a bunkbed and that we would get his team lead. A team lead walked out and asked to see my order slip. I showed her the slip and she explained to me that I would have to discuss this with customer service as the order was filled and there was nothing more she could do for me. I explained to her that this put us in quite a bind as we have been sleeping on a mattress placed directly on slats on our new bed and this is why we ordered the box spring in the first place. The "team lead" recommended that I put a piece of plywood underneath the mattress and suggested the mattress store down the street may have a box spring and that there was "nothing more she could do for me". Throughout the conversation that I had with the team lead never once did she apologize for the confusion, the mistake, the inconvenience, no apology, period. After this I walked over to the customer service desk in the store where I explained the situation to the assistant. This employee was more friendly than the team lead from customer pick up, but explained to me that she couldn't actually issue a refund for the purchase because I payed for the box over the internet. She wrote down an 800 number on my pick up slip and suggested I call the 800 number and they should be able to help me. I called the 800 number while still in the store and after going through a series of menus reached a rep. She explained to me that she would have to contact a supervisor and that she would probably be able to issue a refund but it would take 7-10 business days and informed me to be sure to leave the box spring in the store. Nobody really seemed to understand or appreciate the fact that I was livid and pretty upset at this point as I have been extremely inconvenienced. I went back to the Service desk and asked the associate if I could speak with the store manager as nothing seemed to be getting resolved. About five minutes went by and store manager Aaron walked over and shook my hand and listened to what I had to say. He was quite professional and was surprised at how things had unfolded up to this point. He was surprised the the team lead in customer pick up did not apologize or try to help out more, and told me he wanted to issue an immediate refund and try to still help me get a box spring yet. He issued me a cash refund and walked me over to the bedding dept where he was looking for the bedding dept manager Rita. Rita was not in at the time and Aaron took down my name and number and said he would have Rita call me as soon as she returned and that they wanted to come up with a solution to my problem. He apologized at least 4-5 times as said he could completely understand why I was upset. About 30 minutes after leaving the store I received a call from Rita at the Sears store. She explained to me that what seems to have happened is that the website did not show a clear messege that both sides of the box spring needed to be ordered and that the rep who I originally called before I ordered this should have known and offered another apology. She explained to me that it would be wise for me to purchase both box springs but that if I purchased them at the store I would have to pay full price, but that after looking them up online they were still on sale for 75.00 a piece. I talked this over with my wife and we decided that we would order both pieces as we just wanted to get this taken care of. When going online at sears.com indeed the picture did show the sale price of 75.00 a piece, but once clicking on the picture the price went up to 150.00 a piece. I tried going in and out of the site, trying different navigation methods several times and it would not show the sale price when zooming in. I called the infamous 800 number and explained to the rep what had happened, went through the entire story in abbreviated form once again, and she apologized and said she understood how I must be frustrated, she went on to explain that she was going to talk with a supervisor and try to get the price adjusted so I could still get the "sale price". She placed me on hold a few minutes where a "case worker" then got on the phone. The case worked asked if I would explain to her what happened. Again I went on to tell the entire story to this case worker. She then went on to tell me that the box spring's price is "clearly listed" on the website and that sometimes google does not catch up with the website when sales are over with. I explained to her the price is clearly listed on sears.com and she did not address this but went on to say that "I should have read the pop up messege that has been in place for the last month on sears.com that clearly states that with a split box spring both pieces must be ordered". I explained to her that a pop up box never showed on screen. I explained to the case worker that I called and confirmed the price with a rep before even placing the order and the case worker then told me "you had to have clearly seen the pop up messege stating you need to order both pieces" I told her once again that a pop up messege never appeared on my computer and that when reading a recent review for the same box spring on sears.com another customer had the same exact thing happen to them, and received only one box spring after a rep told them ordering two was not necessary. The case worker then explained to me "sir there is nothing I can do for you when you are clearly lying to me that a pop up box did not appear on the computer screen". At this point I lost it and thought to myself "are you kidding me"? I am the customer, I am the person who searched the internet and decided to shop with sears. Sears did not pick me. I am the person who helps pay for Sears's employee's wages. I am the person who works a full time job and decided to spend my hard earned money at Sears. I want to make it clear that this is not even my first purchase at Sears. My wife and I purchased a plasma Panasonic 50" tv less than a year ago from sears.com. After this experience I will NEVER shop at sears again. I am a rep for General Motors and work with over 170 dealerships in the Chicago and Milwaukee area. If I treated my service managers and Warranty clerks the way I have been treated by a majority of your staff I would not have a job. This kind of behavior is disgraceful and disgusting. I've never been accused of lying by a store before, and hopefully never will again by avoiding Sears and Kmart and any other associated stores all together. What happened to the customer is always right? I know customers are not always right, but this is sad customer service. On a brighter note I called a local mattress store fifteen minutes after getting off the phone with the sears "case worker" and ordered a box spring from the "Mattress Doctor" and it is to be delivered less than a week from now. Sears, never again.

Tim Langworthy,

-Former Customer-

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Lara Ugolini
Manchester, US
Apr 07, 2010 12:34 pm EDT

At 5 pm on a Tuesday, I took my car in to Sears Automotive on Willow Street in Manchester, NH to see why the air conditioner wasn't working. The guy working said his "air conditioner man" wasn't working that night and for me to bring it back the next day at noon. So the next day, during my lunch break from work, I drove over. I stood in line for over 30 minutes and no one would help me. I asked one of the mechanics that was standing around, what was up?...He said he was on a mandatory lunch break and couldn't help me. Correct me if I'm wrong, but shouldn't folks in the retail business take lunch breaks other than when the rest of the world takes theirs? That's when most folks go out to get stuff done...on their lunch breaks. Needless to say, after wasting almost an hour, I drove off with no help and went to another place instead who took me right away. In this economy, I don't understand why outfits such as Sears are not interested in keeping customers. I'll never go back.

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Nicole C. C.
Shelbyville, US
Apr 19, 2010 11:50 pm EDT

We bought a new refrigerator from our local Sears store and scheduled for delivery. When it was delivered one of the doors was dented, and the delivery guys scratched the other door bringing it in the house. We were given a number to call to set up a service day. The first service day (which my husband had taken off work for) the guy wanted to know where the new doors were for him to install. They had never ordered them or ecplained any of this to us, so we assumed he would be bringing them. We then scheduled another service day (which my husband took another day off work for) and they were supposed to come today between 2 and 5. At 4:30 they called to say they could not come because someone had called in and they were shorthanded. When we called to reschedule again they would not work with us on a day that we would not have to take off from work again since this was their fault. The guy who said his name was Jose from the customer service number I called was completely rude and arrogant! He would not let me speak to his supervisor and told me he was the supervisor over everyone. I told him that everyone has a boss, and unless his name was Jose Sears and he owned the company he had a boss too. He then told me that was his name! What a jerk! I will never buy from Sears again! Worst customer service ever!

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Roger Perry
Erie, US
May 17, 2010 10:19 pm EDT

I ordered a garage door opener from SEARS.COM on May5, 2010. Today is May 17th and was told that Sears delivered my garage door opener to Sears store in Jackson, TN via UPS. I have been on phone with sears.com 3 times now and was told on Wednesday May12th that door opener would arrive at my father in laws home on Monday the 17th of May. As you can see it got delivered to their store instead. The gentleman at Sears.com took off shipping charge of $17.50 account of inconvenience to customer on Wednesday the 12th. I feel Sears needs to offset costs to accommodate poor handling of this order. The order confirmation number is [protected] Sales check number is [protected] and item number is [protected] . RC number is [protected] . Please do all possible to resolve this matter as labor costs has far exceeded costs in product not arriving to correct destination on time.

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rmrprmd
, PR
Jan 14, 2011 12:48 am EST

One month ago I called Sears to request technician service for my treadmill, I requested the appointment for today January 13, to assure I could be more available to receive what I requested. Sears doesn’t call to confirm appointments, so I called there customer service line yesterday (Jan 12) to assure appropriate use of my time. In my call, I was told by customer service personnel that they don’t give time appointments in Puerto Rico, and that they recommend: "I should take my day off and rest while they arrive".(abusive) wait at least from 8am to 5pm.You know what? I did, I woke up 2:30 am, I went to start my work at the hospital, (doctor) left some things done, and traveled back home to beat home at 8:00am as they told me; then I stayed at home until 5:30pm and they never arrived after nine hours . During this period I called twice a 1 800 number and I received the same response. “there is nothing we can do, for Puerto Rico, there are no hour for appointments, so just wait. We cannot call the technician. Just wait. After the nine hour wait, I called again and asked for a supervisor, they made me wait in the phone, hearing music for twenty minutes finally they hung the phone. I lost nine hours of my work day just for nothing. Finally I went back to the hospital to complete my work, nine hours late. They have no respect for their clients.

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Sears faulty refrigrator

Purchased elite Kenmore refrigerator on May 30 2012 from Sears in Ashland, Kentucky. Upon delivery later that same day the Ice maker starting to pour water on our wood kitchen floor. Service man has been here twice without fixing it. Parts are on backorder with no estimated ship date. Yes I purchased the very expensive additional warranty. Wasted money.
Very disappointed in how sears treats their customers. They have very poor follow up on their warranty repairs. Outsourced repair may be the problem.
Wonder how many loyal customers they can afford to lose before they are out of business.

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LorieLT
Middleton, US
Aug 27, 2012 4:28 pm EDT
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I, too, have problems getting Sears to fix our washing machine. I made the mistake of buying a warranty for a year, and the machine is still not working properly. The worst part is that when you call, you get some person from another company that you can't understand. It takes forever to get an appointment. They book out forever, then you have to take off from work to sit around your house waiting for hours for them to show up. They give you a 4-hour window. Never again. Going to buy appliances locally from now on.

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11:52 am EDT
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Sears does not honor waranty, accuses me of not having item

I bought a refrigerator last year from Sears with a 1 year warranty, the fridge broke within a year. Called for service, they service person who arrived said the refrigerator was built in 2004 and was not the one I bought at Sears.. I had Sears look it up and send me a copy of the receipt/. Sears said that they would not honor the warranty because the fridge was manufactured in 2004:. I don't care I bought it within the year with a 1 year warranty|. Their response was that it is too old to be covered under warranty:. But I have a receipt and the warranty:. Oh that receipt is not proof you bought the refrigerator/. But Sears looked up the receipt and sent it to me.. Well that proved nothing, so now I have a $700 paperweight.
SPOILER ALERT

Sears contacted me and is going to do NOTHING, ZERO.

A Sears representative called me last night regarding my situation. Nine days ago I tried to have me Sears Gladiator refrigerator serviced under warranty. You can read the details earlier but now let’s review the customer service at Sears.

On July 24th, I was scheduled for in warranty service on my refrigerator and was refused service by the technician. I called Sears customer service and spent close to one and one half hours arguing with customer service at multiple levels trying to have my appliance serviced.

Bottom line, they would not service my refrigerator and Sears ignored (did not return) complaint calls during the next nine days. I posted a complaint online and the same day (practically) Sears responded that they would contact me regarding this issue (again see the post trail).

Well, they contacted me, we agreed that I have no way to prove that the Gladiator refrigerator in my garage is in fact the Gladiator refrigerator listed on the receipt. Sears did offer (for free) to have A&E look at and tell me how much it would cost for me to fix my refrigerator. Huh? So I am no better off than if I call a repairman and ask him how much to fix not under warranty. Additionally, I or my wife would need to spend another day at home to wait for the person. In the interim, I purchased a new freezer and a new dorm fridge to salvage what little I could fit in my neighbor’s freezer. The Customer service rep informed me that there was nothing he could do for me. He might have been able to help had I talked to him when the problem occurred. The problem was that how would I know of this person? I contacted customer service, they ignored my complaints.

Summary:

I purchased a refrigerator and have a receipt from Sears with a 1 year warranty

I called for service on the refrigerator and A&E came on schedule

A&E claims my refrigerator is not my refrigerator and I am scamming them

I have no way to prove my refrigerator is my refrigerator

I have had to replace my Freezer / Refrigerator at my expense

My Theories (And I invite Sears or anyone else to give me a better explanation)

Sears sold me a refrigerator and refuses to honor the warranty

Sears intentionally sold me a non-warrantable freezer as a warrantable freezer with the intent of never having to service it

Sears unintentionally sold me a non-warrantable freezer as an non-warrantable freezer but will not admit their mistake and leave me with a $700 paperweight and a need to purchase new equipment

Other Guesses?

SEARS has closed the case. I guess calling me to tell me they are not going to help closes that case.

[protected]@customerservice.sears.com

7:03 PM (13 hours ago)

to me

Dear,

Thank you for contacting Sears Holdings Corporation Social Media and allowing us the opportunity to address your concern regarding your recent experience. We sincerely apologize for the inconvenience you have experienced and we appreciate the opportunity to assist you.

Please be advised your issue has been addressed and case 6143549 has been closed. If you have any further questions, please feel free to reply to this email or contact us via phone.

Thank you,

Social Media Case Manager

Sears Holdings Corporation

Phone:

Hours of Operation: Monday-Friday 8am-7pm CST, Saturday 8am-5pm CST

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Update by jsalwsky
Oct 26, 2012 7:45 am EDT

And that is how Sears handles complaints. This matter has been handed over to the Better Business Bureau and the Federal Trade Commission for review of claimed fraudulent activity on the part of Sears.

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SEARS EXEC EMAIL ADDRESSES
oregon city, US
Oct 25, 2012 7:52 pm EDT
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Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over...maybe they will realize they have a problem?

Louis J. D'Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com

Sears Executive OfficeTelephone [protected]

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Sears terrible service

What a horrible experience.
I called in on Friday to schedule an appointment to get my lawnmower fixed. Some time ago, a part has fallen out that stabilizes and adjusts the mowing deck, and immediately after I had talked to someone in the technician center in India. I was promised to be sent a new part and instructional videos. Since I never got the parts or the links, I decided to call back in on August 10.
From the rep in Arizone, I got a confirmed message from the rep that someone would be here today this Tuesday between 8 and 12. When nobody shows up, I call in on 12:15 - only to find out that the rep did not create a work order - but just logged the call as "disconnected" after we finished the call. We never got disconnected – I confirmed the morning as an option for the repair order, and then we both hung up. I lost a vacation day to wait on this.
But it gets better - since I called after 12 - they can not reschedule anymore for today. So they rescheduled me for Sept 2 - three weeks from now! And, since the new rep did not have the heart to tell me, he hung up on me again. I had to call back in the third time to get this information.

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Sears customer service representive

I have been waiting for a delivery/installation since Friday 8/3 and today 8/8 still tech could not make it had appointment from 1-5pm at 12:44pm a lady called me from 602- that tech(Sam)his number [protected] was not going to make it due to truck problems. But if tomarrow from 11am and up and told them no from 8-11 She would tell technician that she did not know for sure. 8/8 1:13pm So I called [protected])to put another complain gentlemen Zach #0365 in Texas said due to truck problems there was nothing he can do, I asked if I can speak to a supervisor/manager he said he was the manager there was no one else available to speak to me well I dont believe he was a manager at all. So I did ask for his Id number #0365. Well he was no help at all. I would appreciate if you all would look into this matter on employees lieying about their positions. 8/8 1:40pm Nat #998138 transfered me to delivery customer care. 8/8 1:42pm #24201 Sandra wanted to transfered me to store? She said to call [protected] she suggest to go website sears to put complaint. 1:46pm called store [protected]) in El Paso Ceilo Vista electronics dept Joe #257 transfered me to managers office Steven Pinnelton answered when I asked to give me his Id# said he could not give it to me? I have read in the website to ask for the employee ID? Is that correct So managers dont have to give customers their Id#? Luis was the salesperson. Manager will call me back in 10-15min as soon as the salesperson gets into work. 1:57-2:12pm wait for call. 2:12pm manager Steven called me back will call the installation dept and should have an answer by end of day. If I dont hear from him at all today I will resumit my complaint. Thank you

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Sears non delivery

We (my wife and I) ordered a power rocker/recliner on July 6th with a delivery date set for July 26th. We waited all day on the 26th for the delivery truck to show with no avail, finally around 4:30pm I called the delivery number only to be told the order was cancelled. I called the store for an explanation, no one could tell me what was going on, but promised to call me the next day.

After not receiving a call the next day, we decided to visit the store and talk to the store manager Mr. Elsayed Abdelkerim. After waiting over an hour for Mr. Abdelkerim to return to the store from church we explained our problem to him. Mr. Abdelkerim must have been informed on the problem, because he had a piece of paper in hand, and told us that we where informed of the cancellation by email. I told Mr. Abdelkerim that under no uncertain terms, we had not been informed either by email, letter or phone of the cancellation. We would have not waited all day for the delivery, or paid to have our current recliner sent to goodwill. But our explanation went to no avail, Mr. Abdelkerim keep insisting we had been informed, and made the impression that my wife and I was not telling the truth. Then I asked Mr. Abdelkerim since you don’t believe us, can you tell me why the order was cancelled, he could not but went to his office to inquire. After a period of time he came back saying it was cancelled due to a duplicate order. I told him that we did not order the recliner twice, and why would you just automatically just cancel the order without checking with us, or better yet look into your computer system to track the orders, to see where the problem was. His replay was “I didn’t cancel the order”, I would probably accept this answer from a store clerk, but from a senior manager…NO!.

Mr. Abdelkerim became very agitated when I asked for the name and email address of his district manager, he said that he does not work for a district manager, “I work for the Corporate Office” take your problem to them and with that he scribbled down the Corporate 800 number and handed it to me.

It is understandable that companies that offer delivery on a wide variety products would occasionally come across a problem with delivery, and I can understand that, but the most disturbing thing to me out of this whole ordeal is Mr. Abdelkerim repeatedly tried to blame my wife and I for the problem and not once did he say, how can we resolve this problem, or that he was sorry for the mix-up. Had he done so, we would have more than likely reordered the Power Rocker/Recliner and the situation would have been over with.

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stevo64
, US
Feb 27, 2011 1:21 am EST
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Recently I purchased the Maytag Washer and Dryer made by Whirlpool at Sears. I wanted to go with whirlpool and am a big fan. They set it up for a left side vent and I was good to go. Delivery was scheduled for Wednesday. I spent over 3, 000.00 in the transaction.
Wednesday, I was called and told it couldn't be left side vented. They weren't delivering it. After investigation they conceded that it could and we scheduled delivery for Friday. No calls were made to me and my washer/dryer was not delivered. I had to call and found out that it can be left vented but "Sears wear house L.A. " hasn't been trained and don't know how to do it.
I decided to take the back vent set up and rescheduled for today, Saturday. Again I waited and no washer dryer were delivered. again, I called and they said it wouldn't be delivered.
I am writing you because this order is now cancelled and you lost a customer. Someone needs to really address this issue with Sears. Completely unbelievable.
Please forward this to anyone who would care to investigate.
thanks,
Steve Springer

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Sears sears material, workmanship, service

Sears Home Pro, the branch of Sears deal with home improvement in Connecticut is the worst I have ever seen! It hires contractors from street, never keep their promises, took them over 6 months to finish a bathroom, when they finished, it had many flaws! It run by bunch of liers and crooks. Everybody lies, try to sell craps, if you try to tell them that, they come back to ridicule you! They do not respect consumer rights. They act just like a dis-honest crook contractors! I will advise everybody for rest my life not to hire Sears for any kind of Home Improvement or Renovation work, specially not in New England area, because this area run by most unethical dishonest persons you can imagine. Behind their sweet sales talk, hiding thieves and blood suckers!

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Update by jvitcht
Aug 01, 2012 7:22 am EDT

Really bad for a company like Sears!

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brunelle
Spring Hill, US
Oct 11, 2012 8:43 am EDT
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again a big corporation has taken advantage of a disabled senior citizen
.no help from B.B.B. OR the DBPR AFTER ALL the documentation proves i have
been victimized . in my opinion all party's involved are being influenced
by sears home services in some way or an other an do not want to be
bothered by truth of a disabled senior citizen .B.B.B SERVES NO purpose
either does the D.B.P.R. unless you have money.salesmen misleading coustomer in contract an improper material installation not to code or mfg.specs.as promised. although passed code inspt.?
paid 14, 880.45 doll
ars for this

sears home services salesmen misleads u in their roof sales presentation. contract is done on a cd for your computer.mine malfuctioned making it unable for u to read your contract. also making it to late to cancel in 3 days notice. now u are in a binding contract. sears did not mention fine print in their contract or fine print of manufactures material being used.mfg.only guarantees u a good roof shingle. if installed not to mfg.specs. like mine an most likely all roofs. mfg.voids their product warranty .salesmen does not tell u that.

my roof was installed by their sub contractor an failed county code inspection 3 times.sears management ignored me on installation issues after multiple phone calls.managed to contact a state senator about my problem. only after that did sears respond. they had to remove a brand new shingled roof do to improper installation . i documented the complete installation of the roof .also did the same the second time.pictures of shingle nailing.sheathing drip edge ridge vents also video. pictures dont lie.new contractor for second reshingle tried to scam me on plywood that was to be repaired caught him with pics. roof is installed just as bad as first time.if not worse.passed code inspection.they are unable to see how shingles are nailed after the sun beats on them. code does not care about shoddy workmenship code is immune from prosecution. .both contractors did damage to my ceilings.both say it was not their men. contractor says men were not in attic they were in there to remove nails that miss trusses.i have video of them coming out of attic. in my opinion how can u trust a company that hires contractors that lies an are unable to install a roof to code an mfg.spec.check out web site. http://s760.photobucket.com/albums/xx249/wheredoesitallgo/Brunelles%20improper%20roof%20installation%20from%20SEARS/

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Sears defective product

We are two seniors that wanted to save some money when we planned to buy a new fridge since our old one broke. We went to the Sears Markham Outlet store and purchased a Kenmore refrigerator. The price was marked down due to a small scratch on the left side (facing the fridge). We agreed to pick up the fridge. Sears employees loaded the fridge into our van. However, during the unloading process, we realized the side of the fridge was against the latch of the trunk. By pulling it out directly, it would have damaged the side of the fridge. So we unloaded the fridge carefully by lifting it and avoided the latch. But to our surprise, , we found out there's already a huge scratch on the right side of the fridge (3 feet).
We contacted Sears through their website on the same day. Their representative sent us an email and assured us that someone would contact us shortly.
We then got a call 2days later . She notified us that the store manager was away and wouldn’t be back until a week later. We thought someone else would contact us after that. However, nobody did. We then sent a few emails in between with no response from anyone.

Finally, we went to the store the day that the manager came back from vacation. His name is Tom Michael.. He gave us his contact information and later requested some pictures of the damage. We did accordingly.
Later that afternoon, Tom called and told us he reviewed the security tape. We asked him if he could let us know who pushed the fridge into the van based on the security tape. He was vague and wouldn’t address the question. Instead, he tried to shift the responsibility to us with nonsense.

He then proposed to either take $150 off or have us return the fridge for a refund. We explained to him that those options are unreasonable. First, with the minor scratch, the fridge was discounted for several hundred dollars. Now he's offering only $150 for this major scratch? Second, why should we bear the cost of returning the fridge when the fault is not ours? He disagreed.
Finally he said he had to go and the discussion was terminated abruptly without a solution. That is rude. And no follow-up thereafter. We sent another email to him the following day and haven't heard back from him since.
With the current hot weather, we haven't been able to use the fridge for almost ten days now. And yet, no one got back to us with a solution. The store manager was rude and unprofessional. Do NOT buy from them.

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Sears Customer Service

I bought a Kenmore Elite dishwasher 2 years ago for our brand new house. I paid $1, 500 for the dishwasher. It takes forever to clean the dishes, they are never really clean, always spots and always wet. But now comes the highlight. I have never been happy with Sears, they are very arrogant but I thought give them another chance and I spend $ 20, 000 for new appliances 2 years ago. Yesterday my whole kitchen was under water. The 2 year old dishwasher was leaking. When the water fills the filtration system the dishwasher leaks and it runs all over your kitchen. The dishwasher is not in high use, it is just my husband and I and he travels a lot. Nevertheless it is leaking after only 2 years. I called customer service of Sears. I talked to India, barely understandable and before they agreed to give me an appointment for repair I had to go through a sales pitch, they wanted to sell me warranty plans, home make over plans, designers coming over to remodel my brand new home and more. After I declined I got an appointment for in 2 weeks! Yes, 2 week! But I should not worry because customers often would cancel because of the long wait time and then I might get an earlier appointment. Can you believe it? I agreed to the appointment, after all who wants to be without a dishwasher, especially when you had paid $ 1, 500 for it. After the phone call I looked in the yellow pages and found an appliance repair company in my area and made an appointment with them for the next day. I then called Sears again and again was connected to India, this time the guy was even harder to understand. I told him I want to cancel because of the long wait time for a repair appointment, and guess what, he went through the same sales pitch again, trying to sell me anything on earth. Trust me that is the last time I have any contact with Sears. And imagine it would be your freezer or fridge and you need to wait 2 weeks for an appointment. I will need a second freezer and fridge for my house (for the laundry room) very soon ( for storage reasons). Trust me it will not be Sears I am going to buy it from. Never ever!

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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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