Sears
Reviews and Complaints

My Dad 87y and I went to Sear to buy a Dinning Table Set Farmhouse Collection, 3 weeks later the edges of the dinning table are falling (the wood is crack, and fall in small cake-like shape slices) We contact Sears customer service and I spoke with Patrick and explain the concerns and he transfer me with the office assistant of the store manager and I also explain the situation, she transfer me with Hassan Hines the furniture department manager who after ansewering the phone and I told him who I was, put me on hold for a period of time and then send an employee to tell me that he was busy and cant answer my call. This employee tranfer me then with the Human Resorses Mangager Mrs. Mary Ann and after I complaint about the furniture manager she did not address the issue about Furniture manager actions, then I had to explain again my situation with the dinning set, I explain that I went to the store and pick up the furniture because It came in a box and it was easy to carry in a regular car, and I explain that I have to paid sombody 25.00 to assamble . She say that she only have to options for me as per store manager, either unasamble myself bring it back to the store and she give me a new one, or she wave the delivery fee and send some one to bring it to me without instalation so I have to paid again 25.00 to instal the new one again.
I went to sear because of all the advertising of Great Customer Service, and PRODUCT QUALITY, this is not my case, the worst management custumer service ever, and they have no way to satisfy the customers needs. We buy things according with our budget in the stores that we expect with quality for your price, and the must the way they treat their customers.
THis is the first time I am complaing about something, but I think the way that the treat me and my father deserve it. I hope you has a Corporate take action with this Manager Hassan Hines, all the customers issues should be treated with the same priority, because every person buys according to their need and money in their pocket.
Thank You
Migdalia Torres

I have an lg refrigerator that has been continually making ice since 8/10/10, I called in for service right away with your company as I paid for a service contract when initially purchased. Not only has it taken over 2 weeks to receive service with each re-scheduling I have spoken to serveral representatives most of which were courteous to me. The last person I spoke to not only cut me off when I was speaking but hung up on me as well. She informed me the contractor would be a half hour later to arrive, I informed her that i'd been waiting for over two weeks and how ridiculous this is, she said some have been waiting over 30 days, and I went to ask for a supervisor or the corporate address, she told me have a nice day and hung up. When calling back the [protected] to speak with a supervisor, I thought I wasn't going to be able to the response the next rep I spoke to but I finally spoke to a supervisor named teresa, she was apologetic and said a form would be put in this reps file.

It would seem paying for a service contract upfront means you shouldn't have to wait this long and you would get decent contractors and reps to handle your business calls.

i have had terrible service i called sears about a battery 3 times the 1st time they hung up the 2nd time it just kept ringing the 3rd time a japanese man answered and i told him i wanted a 1982 lowrider diehard battery the guy said yes we have those then he said there was a 2 year a 3 year and a 5 year battery then me and my dad went there and they say that there was none in stock then the guy randy torres said we dont have any but we can only bring one in from another store at 600 only no earlier

I purchased a cal king mattress from Sears. Within 4 months it was sagging and lumpy. After many many hours of being transferred to different people, which I have every name they said they would replace the mattress. We again had to travel over 2 hours to the store pick out another mattress and wait for months to receive it which of course we had to travel again 2 hours one way to pick it up. Imagine our surprise the second mattress was worse than the 1st. My husband sinks in and I am on a lump. It has been over a year with no replies from Sears we keep getting the run around. This mattress has a 10 year warranty. I do have all the paper work and names.

I worked for Sears for over 13 years. I am now 55 years old. I contacted Sears about my retirement that I was promised back when I was hired by sears. I was guarenteed a retirement when I reach 55 years old and have the amount of employment required to retire with. After calling Human Resources. They informed me that they have no record of my employment with Sears and Roebuck and Company. I worked part-time and full time for sears in Burlington, Massachusetts. I was in the automotive store doing mechanic work. I also worked for sears in other divisions. All together, I have 13 years of working for the company. After calling with them. They lost any record of me and I have no recourse to find my records. My last emoployment with Sears was back in 1996. I had to wait until I was 55 to apply for retirement with the company. They lied and they also lost my 401K I had with the comapny.

I order a futon from sears' web site. the ad stated " futon with 8 inch mattress " $49.99. It seemed to good to be true, a futon with mattress for less than $100. when the package arrived at my door, to my surprise, it was only the arms for a futon. so got online and chatted with customer service, who apologized for the false advertising (said she would tell those in chrge of web site to change the way ad worded), and she told me all I had to do was take the item to the nearest sears locationfor a full refund. I actually don't have a credit, and a friend of mine was nice enough to buy the futon for me with his american express card. so I had to bring him to sears to do the exchange. I explained the situation to the cashier and she began the paper work to give me my refund. then I realized they were not going to give me my shipping costs, which brought the total to$63.88. I complained that I shouldn't pay shipping for something I didn't want. so they got the manager who decided to call sears.com to which he told me that I need to take the package home and sears.com would have UPS pick it up and then my friends credit card would be refunded, oh yeah and UPS would call the day before they pick it up. what a joke... I waited over two weeks and no call. so I got back online with sears' complaint department who now informed me that I have to mail back the package myself. so I got on the phone with sears explained my situation and when they found out I wasn't the owner of the credit card they wouldn't even talk with me. they said that my friend would have to call and waist his time(which he already did going to sears on a wild goose chase to try to return the item). so instead I gave up. what I really hate about sears is that they lied to me over and over: 1.) the ad on the website lied (futon w/ 8 in. mattress it even showed a picture) they finally changed their ad 5 months later. 2. ) just bring it to your nearest sears for a full refund ... lie 3.) all you have to do is take it back home and UPS will call you and pick it up... lied right to my face. I've shopped at sears for a long time but never again and not Kmart either since they essientially one company.

I am extremely upset with Sears Customer Care Department. I have had appointments to have my ice maker repaired now 6 times since September 4, 2009. There have been various "fixes" applied but nothing completely resolves the issue. The ice will not always come off the plate like it's supposed to and it gets stuck half way on and half way off the grid. When the water starts running for the next cycle the water runs over the ice that is stuck and runs down on any ice that has been made and melts what ice is in the bin and turns the ice that i's left white. The ice plate and grid have been changed and it still happens. The repairman suggested I clean it. I clean it every 4 - 6 months (recommended cleaning in manual every 6 months). He then came back with an abrasive pad as the techs directed him to and cleaned the plate which didn't help. He came back and said we needed to put the ice maker on wedges under the back. When nothing has worked he told me to call the Customer Care Department to tell them that the tech has tried everything that him and his co-workers and the Sears techs know to do and to request a replacement. When I called them they told me that a tech had to come out one more time and try something different. When the tech came here he said there was a tiny calcium spot on the front of the ice plate and maybe cleaning that would make a difference - it didn't. So I called Customer Care again requesting a new ice maker and the lady said the paperwork hadn't been submitted by the tech yet and she got to work at 12:30 central time and she would call me as soon as she got to work. Several hours went by and no call. I called back and nobody could tell me who it was that I had talked to so another lady said she would have to have the tech come back out. At this point I'm about to lose my patience and I told her to call the tech and talk to him. She said she couldn't because they don't have that information. I told her I knew that was not correct and she put me on hold and said she would try to call the tech. She came back on the line and said she could not get ahold of the tech but left him a message to call her back and as soon as she heard from him she would call me right away. After not hearing from her I called back and had to leave a message for her to call me. Didn't ever hear from her so I called back and was told that she was scheduled off that day. I asked if someone else could help me and he said no because the tech had called her back the day before and told her that he thought maybe we needed a water softener. Trying to hold my temper, , , , I told the gentleman that I've had freestanding ice makers in every home I've owned for the past 30 years and that my dad and brothers have also had them that long and have lived places where the water was harder than where I currently live and have NEVER had a problem with an ice maker like this ever before! I have never been told before that I needed a water softener installed so that an ice maker would work properly! The gentleman wouldn't help me - he said I had to speak to my case manager but that he would give her a message to call me as soon as she got to the office the next day. He also made me schedule ANOTHER appointment for the repairman to come out once more (7th time now). I waited on a call today for a few hours and finally gave up and called back to find out my case manager was on the phone and the girl I spoke to said she would be sure to send her a message to call me right away. After lunch I gave up once more and called back to find out the case manager was given the message but now she was at lunch. The person I spoke to told me they would give her yet another message to call me. I asked if I could speak to a supervisor and was told the supervisor didn't get to the office until 4:00 pm today. I requested they have the supervisor call me as soon as he got in the office. I also asked if someone else could take over my case as it's now been almost a week since the case was opened without any response from the case worker! I was told nobody else could take over a case from another employee. Now as I'm writing this it is 10:09 pm and I have yet to hear from the case worker OR the supervisor! I have been getting nothing but the runaround regarding getting this ice maker replaced! This is absolutely the worst customer service I have ever had! This is definitely not the SEARS it used to be!

I've been a customer of Sears for 30 years and did most of my shopping through their catalogue. Even though their prices are often higher, they could always be counted on to accept returns when a product is not as expected. They advertise a "Satisfaction or money refunded" guarantee and have been true to their word.

But things have changed. Recently I ordered a pair of slippers for my grandmother as a gift. She let me know a week later that they didn't fit. By the time I went to see her again, pick up the slippers and return them to the store, 35 days had passed. In the meantime I ordered a larger size. The clerk told me that I could not return or exhange the slippers because more than 30 days had passed. I explained the situation but she wouldn't budge. What?!?!? When did this change occur? There was nothing wrong with the slippers and I'd ordered a replacement pair. I couldn't accept what the clerk told me and so I contacted customer service, explained the situation and they too told me I'm out of luck.

I can't believe they won't take the slippers back. Even the worst retail stores allow for exchanges! I'm very disappointed with Sears and unfortunately I will no longer shop there. They have lost a good, loyal customer because of their new policies. If you shop at Sears, make sure you realize that they no longer back their products.

I am very concerned the Sears is not taking seriously the issue with the dropping oven racks in their Kenmore stove/oven range. Model Kenmore 790.[protected]. I have gotten burnt several times and they say it is an engineering defect and there is not much they can do. Please be away! you can get burnt, hurt or have a fire in your oven if the racks drop on you!

We went to Sears to purchase a LG washer and dryer pair on May 31, 2010. The salesman made delivered a good line and included the fact that this purchase would include "free delivery and pickup of the old machine." When he wrote up the sale, however, he informed me that I would have to pay $75.00 up front for send me a $75.00 rebate later. Sears would be holding my money for a period of time. We bought and paid.
The same day I filled out the rebate form, made copies of the store receipts and attached them to the form. I mailed this from the local post office to ensure that it would be delivered without a hitch. After 5 weeks I went online to the Rebate Center to check the status of the rebate. The screen I saw was a little confusing. It looked like the Rebate Center had no record of my receipts. I then entered the data on online form provided and also sent an e-mail message asking for an explanation. Two weeks later I have heard no response from the Rebate Center. I just went back online to check the status of my rebate, and I have found the same confusing message. Then, one week later, get one email message told us they sent out the check on July 7, 2010. I checked my mails and event went to local post office asking about my mail (anyone may return the missed delivered). None.
I again re-entered all the receipt data and again I have sent a message asking for a simple explanation regarding the status of my $75.00 rebate and check they said they mailed. No answers, no respond any more.

This is the second time; the SEARS rebate center cheating on us. Three years ago (2008), my husband purchased a Kenmore dish washer from same SEARS store. The same story they did not send rebate check to us. I doubt that I will ever see the $75.00. I am through shopping at Sears!

Susan Tseng

I bought a washer/dryer (stack up) at Sears in Leon Plaza, Guanajuato, Mexico on 6/26/10. When they delivered it it was the wrong one (smaller capacity). The manager of appliances agreed to send me another one with the capacity that I paid for and told me that that new one was more expensive, but he will let me have it for the same price. When I got the new washer/dryer I noticed in the receipt he send me with the delivery people, that the new was cheaper than the one I bought first. The installation was free, but when they came to install it, they could not do it because I was missing a part for the installation. I had called the manager previous to the installation and he gave me a list of the things I needed, but he forgot to tell me about the part that was missing. After almost a month after I paid for the washer/dryer I had to pay from my own pocket a plumber ($600 pesos about $50 dls) to install it.
I have written two complaints to Sears in Mexico, but they dis not respond. Please help me! I want Sears to pay me for the installation of the washer/dryer and for the diffeence between the first and second washer/dryer ($888 pesos about $71.04 dls). A total of $1, 488 pesos about $119.o4 dls. Thanks a lot. Ismael Gonzalez ([protected]@yahoo.com)

We purchased one of Sears’ top-of-the line Kenmore Elite Oasis HE washers -- model 27082. Not only were there significant load-balancing problems causing extremely loud rocking, when the Sears repairmen came to repair the knocking and rocking problem, we discovered that the entire interior frame was completely corroded (not rusted, but corroded!) The appearance of the interior frame was like that of a washer that had been abandoned and exposed in a junkyard for the past two decades. The balancing problems and corrosion were so severe that their own Sears servicemen recommended that I purchase a new washer (from Sears, of course). My new tile floor was ruined from the rust and corrosion.

Most infuriating, Sears’ dishonest Customer Service Department was never forthright in revealing that these high-priced Elite Oasis HE washing machines were overburdened with significant mechanical problems. My brother-in-law showed me the product reviews for this washer and I was stunned! I requested a refund for this “lemon, ” and the Sears Customer Service Department made a magnanimous offer to resolve this problem with a 10% discount on another Sears washer, which is truly preposterous. Sears has proven that they are hardly inclined to stand by their products. Over the past 30 years, I’ve been a regular Sears customer, but I will never buy another Sears appliance.

I will be joining the class action suit against Sears for (1) deceitful salesmen not being truthful when asked about the quality of their products, (2) gross product negligence, (3) damage to my floors, and (4) concealing any knowledge of these problems.

We scheduled an appointment with Sears Appliance Service to come out and check out our Kenmore gas range. The appointment was scheduled for August 11, Wednesday between 1:00 p.m. and 5:00 p.m.

On the preceding Tuesday, we received a call from Sears to confirm the date and time. We confirmed it.

On the day of the appointment, the Sears repair person called at approximately 3:00 p.m. to tell us he would be at our house within fifteen to twenty minutes. Five minutes later we received a call from the Sears dispatcher. He said he had an emergency and needed to pull our scheduled repair person off of our job. He said if we would agree to this, he would absolutely promise to have a repair person at our house the following morning at 8:00 a.m. We agreed.

About thirty minutes later we called Sears back and asked if they could verify that the repair person would definitely be at our house at 8:00 a.m. the following day because we had to both be at work at noon the following day. The person at the phone said she would make a notation as such and there would definitely be a repair person at our house at 8:00 a.m.

The following day, by 8:30 a.m. we had heard nothing from Sears – no repair person. We called the Service department to see what happened. That person talked with their dispatcher and he indicated that their people were running late and would not be able to come to our house until after noon – more than four hours beyond the promised time.

We expressed some frustration at this and were told that they would not have promised anyone by a specific time because they did not make promises such as this.

After hanging up we called back and talked with a Customer Service person. She refused to let us finish a sentence and kept talking over us every time we tried to talk. She finally did agree to credit us fifty dollars toward the service call and they still could NOT be there until some time after noon.

We expressed deep frustration at this but she still would not let us finish a sentence as she kept talking over us. We finally hung up out of frustration and despair.

Then, twenty minutes later at approximately 9:20 a.m., their service man called to say he would be at our house within fifteen minutes.

He did, in fact, arrive as he had promised but he knew nothing about any credit. We paid him the full bill and did not argue further because we just wanted to be done with Sears.

We own five Kenmore appliances. Nevermore. Stay away if you ever think service might be needed from them.

Had a sears delivery(box truck) cut me off today... I was on the Oakland Expressway in Topeka Ks, around 6:15 pm, as a vehicle in front of me was moving slower than the posted speed limit. I gave room between myself and the slow moving vehicle... As I look in my rear view mirror, here come this big truck... they decided to pass me on the on ramp for Seward Ave., as they passed me I slammed on my brakes so they didn't push me over into oncoming traffic... This is B.S. YOU DON"T PASS ON AN ONRAMP, ESPECIALLY IF YOU WERE ALREADY ON THE HIGHWAY If the truck has air brakes, CDL is required, and you should have more responsibility than that...

It wouldn't have bothered me so much if my 15 month old son wasn't sitting in the back seat...

Tag # on the truck 167 ANJ WY KANSAS

I needed new washer and dryer on Sunday. I checked Consumer Reports, discovered the Sears Kenmore line had high marks, and features wanted.
I looked up items on website, noted items were available for delivery and called our local store. After inquiring if the wanted items were available and assured that they were, I went to store to purchase a very expensive washer, dryer and two pedestals. I was assured of next day delivery by sales person.
After returning home, I received a computerized telephone call four hours later (7:20pm) stating that the items purchased were not in the warehouse and were not available for delivery. I waited for a call back to re-schedule. One day off work to receive merchandise.
The call back came at 9:30am next day(Monday) and was told that the Items that I had purchased (and PAID FOR) were delayed at shipping center. I asked them for a delivery date and time, they replied tomorrow between 8:00am and 10:00am (Tuesday). Two days off work waiting for delivery. I called shipping to confirm the new delivery date and time and was told the items were held up at manufacturer. No delivery date offered. I was told to wait 24 to 48 hours for a call back to re-schedule for delivery.
8:35pm Tuesday night, received call from Sears shipping that the items were being shipped from Dallas (a day and a half drive by truck) but the truck was late. Delivery would be Wednesday morning. No time offered.
Wednesday morning, 10:00am, three days off work, I called shipping to attempt to find out when my $2012.49 washer and dryer were to be delivered. Was told that items were still at manufacturer, but delivery would be made on Thursday. No time offered.
I then called Sears product information and was told the items were available for next day delivery. I then attempted to contact the store General Manager three times in succession, one hour apart, told each time she was in a meeting.
I have been getting the proverbial run around for three days. Is this standard practice?
If I sold a box of rocks to someone, and told them that, yes indeed, their box of rocks is sitting out in our warehouse, and it would be delivered to them the next morning, if I had to go out and dig up the rocks to fill the promised order, by god, it would get done. If that box of rocks were not physically sitting out in the warehouse, when asked when they would be delivered, I would find out when it would be BEFORE the customer paid CASH for that box of rocks.
This is the last time I purchase ANYTHING from Sears. I do not have anyone available to be here to receive delivery, so I am forced to take unscheduled days off from my job to be available for them. If no delivery is made by tomorrow, I will be canceling the sale, the card, and they can sue me for the restocking fee of 15% per item. My job is not worth the hassle of waiting for this. Not a dime, will be paid.