Sears
Reviews and Complaints

I bought 2 Craftsman pro Weedeaters. one of them hasn't been worth a S*** from day one. It has been sent off, by sears, 4 times, It is stills excatlly the same as when we sent in the first time.It cranks up fine but it won't idle, and it keeps cutting off no matter if you are holding gas on it or not.The other one was ok for awhile, Then it just froze up. It as sent off, by Sears, It was gone for about 5 weeks and when we got it back it was doing the same thing the other one was doing.

I worked for sears in Champaign, I'L for about 9 months until they wrongly fired me for buying my mother a dishwasher for Christmas! I used my discount card to purchase a dishwasher on friends and family in November and since I didn't have all of it my dad went in half with me for it. Now everything was was fine until my parents went to have it serviced (we bought the extended service plan). It didn't work and they didn't fix it so my dad brought it back to the store. Everything was fine until my manager got involved and didn't want to refund him his money. My dad is older man and brought the diswasher himself (I was working that day). They got into an argument and my manager told my dad he never had to come back to sears again and then just went back to his office (that's not the first time he treated a customer poorly). Also the store manager evaded the whole situation! A couple days later I got fired for misuse of discount card and I had never been warned about anything like that before! On top of it I was a good associate. I performed almost as well as the full timer and I was part time. I also did some of my managers job without complaint! I have no complaints about pay or comission I just think that the management at Champaign needs to be changed they treat the associates like craip! Everyone who knows what happend knows I was fired unfairly. Anyways that is my rant about how the Sears in Champaign, il sucks!

My wife liked a leather couch she saw at Sears and brought me to the store to check them out and eventually buy it (two of them). We sat in it, spoke with the sales associate and said Okay, we'll take two if we can get them this week. He looked and said they'll be here on Wednesday and someone would call you when they're in. No one called so we did and they were in. My brother and I picked them up in his truck and drove in the snow to my house. We opened the box and sure enough, the ### sold us the WRONG COUCH. We called and spoke with a manager (at 8:45 p.m.) We told him the problem and he looked the item up and said we got the couch we bought. IDIOT. We told him the saleman punched the wrong number in and how are we to know? He said he would correct the problem, give us a $50 gift card and have the correct couches sent to us and the incorrect ones picked up. He said he would call us by 10:00 a.m. the next day to get the order due to the time. He never called so we called him. "Oh yeah, I forgot" was his response. "Let me take care of it and call you back tomorrow morning". Again, never called. We called and spoke with the store manager and told him our issue. He said he would talk with the other manager and get back to us. Third time, no call back. We called him and he said he would take care of the problem and call us back. When we got home, we had a message from a woman stating our correct couches would be delivered on the 20th. We never got a call to confirm delivery and on the 20th, no one came. We called Sears and they said that couch has been discontinued. We again spoke to the Store Manager and he said he would arrange for our couches to be picked up and we would be refunded our money. He never called and we still have two couches we did not want. I have since made a claim to my credit care company and am awaiting a response. I cannot return them due to my health and Sears SUCKS when it comes to customer service.

I have been dealing with Sears stores for over 20 years. The service I received for my vacuum cleaner the past 2 months has pushed me to never want to shop with Sears again. I took my vacuum cleaner to the Sears store on 14th street in Fernandina Beach, Florida (Unit # 3215) on March 3, 2009 for a simple repair. my ticket number was 0246295. The salesperson there gave me an expected ready date of March 16, 2009. I paid $130.76 for the lousy service they provided me. I picked up the vacuum cleaner today, May 3, 2009. Over the past 2 months, I have made 3 trips to the store to check on the process. Each time, the sales person told me that it was in the main store and transports happen on Mondays. When I went in the store today, the salesperson told me that they tried to call me at my old phone number in VA. I showed her the correct phone number she was supposed to call PRINTED ON MY RECEIPT. At that time, she told me that it had just come back from the repair dept YESTERDAY. This just made me question the integrity of the salesperson and business I was dealing with. I have only had 1 other problem with Sears products, a lawnmower, and their managers in VA Beach resolved it. I AM VERY DISSATISFIED with the service I received from your company.

Having just had the classic bait and switch pulled on us by the Sears "eRebate Center" I searched the web and found another complaint almost exactly the same as what we just experienced. I also found that Sears has contracted this work out to www.everybodywins.com which is a company called Ohana Companies. What I find so funny is that this company shows Sears as a partner and lists that it offers 100% customer satisfaction. What is even more laughable is that Sears does not even acknowledge a relationship with this company or how it processes your rebate. What Sears does do is take your money on the date of the sale and then "hand you off" to them so that you may be provided with one of a million pre-prepared responses designed to make you give up.

Tonight we officially became a non-Sears family and will never shop with this retailer or KMart ever again. I hope more people don't fall for this scam and I will continue to post these comments until my fingers fall off.

AVOID THIS SCAM!

I received a President's Day flyer from LeMars local Shopper. I found sawhorses for $12.49. I also had a coupon for $10.00 off if I buy $50.00 or more. So I tried purchasing $52.00 of merchandise. I had sale associate Danielle helping me. Unfortunately, she did have authorization to run the coupon under her access. The coupon code was "R5800012735$1000. Nor would she call her manager for help. She said he was unable to be reached. She tried manually running coupon code and tried scanning it a couple of times through computer and was frustrated herself a bit. She finally said I would have to go to a nearby Sears and referred me to Sears in Sioux City at mall (35 miles away) to see if the coupon would run because she couldn't do it. I had to drive to Sioux City so I could use the $10.00 coupon. They had no problem running my coupon and I spent $64.00.

Do I have to do this all the time from now on? I don't think so. I had to go out of my way just to use a coupon. I thought twice about going to Sioux City, but I really wanted the sawhorses.

This was bad customer service and should be compensated somewhat for the bad experience and inconvenience to me.

Susan Schwalm

My parents had been loyal customers of Sears since 1975. They had a credit card and bought all appliances from Sears as well as the maintenance plans for those appliances. They had purchased credit life on that credit card then when my mother passed away 13 years ago when I called to find out what we needed to do and what we needed to send in order for this balance to be paid off. I was quickly informed that my dad was too old and the insurance would not cover the balance. I responded with my dad did not pass away my mother did and she was only 64 yrs. old. They then came up with another sad excuse not to pay off the balance. I turned it over to the family attorney and he called several times to no avail. Needless to say he is not an agressive attorney and neither was I a agressive person at that time. So it went to a collection company. We paid 226.00 per month for 13 years. My dad recently passed away and I called the attornies who we have paid for so long and was told they would take care of the balance and said it was closed out. I received a letter from another attorney addressed to the estate of my father stating that he still owes 2242.77. I am appalled...my father paid way over what he owed and I am just pissed off...I have not stepped a foot in Sears in 13 years and will not ever again. I will advertise to everyone I know that Sears is a horrible company and should be boycotted. I have already made a great influence on my family and friends; they will not step foot in this store either. Now, I will tell you this what goes around comes around.

I have the same light melting/fire hazard issue with complete denial by Sears Service. Just filed with Chicago BBB. I looked into the problem closely several times as it occured over the past couple years, but could not determine why it happens sporatically. Sears tells me we left the door open, but this is certainly not true as the fixure melted to a point of disrepair and near fire yesterday, I kept checking on it over a period of 1-hour, closing the doors and checking closely to make sure they were closed, there is no way they were not closed. My suspision is with the buttons that are suppose to disable the lights upon closure. With the doors open, I could depress both buttons and the light would stay on. After cycling the buttons several times by hand, I noticed the lights went "Off". My fixture stopped overheating with the doors shut after this. Did Sears recommend replacing these buttons as part of the repair? Of course not, they claimed there was no history of a problem. I have to laugh now that I found this website and all the complaints. They are fools and obviously care less about the customer. Just out to rack you for a repair. Makes me sick to think I was proud the day I bought this "Elite" product from them. What a joke Sears has become.

Contracted Excell Duct Cleaning to clean our furnace ducts in early December. Workmanship and technique was comparable to a reality show of a nightmare. Contacted the Sears contractor, surveyed the "mess" and said immediate action required. After refusal of the same crew and technique to come back plus partial reimbursment, I began to call all of the Sears head managers and to no avail. It is now mid February and nothing has been done. No money and still and a messy house. It is difficult to breath and eyes water all of the time. So now we have to get a separate house cleaner and try and clean it all up. Is there no one anymore in the business world that will be responsible for their actions if there workmanship is less than desireable. I would have posted the pictures of our house after three days of grey-whitish dust that hangs on everything. It is disgusting. No more Sears, anything at anytime!

I worked for SHIP (sears home improvement) for a couple of years. The things that I experienced were shocking and sickening. We were trained like stupid blind mice and only many months into the job did you start to realize that many of the things that you were promising to the customers were not only false but impossible. Examples: Our installers have an average of 10 years of experience before they are hired by us and then are sent to "sears' school to do things our way...hogwash, we would send out virtual strangers having never looked at their work much less trained them. If they botched a job, Oh well. Plus we promise vigorous background checks, & drug testing unlike the Box Co.'s possibly but only when they start and only the head guy, if they do something afterwards we never knew it...
Had one manager/salesman with so many DUI's he was driving with no license, only found out when he transferred to another state and had to re-apply. One new manager/trainer said to "kick their dogs" under the table to keep them away from you. As to pricing it was an open season. Sales people get charged for any over runs on the job. Unexpected costs, or items they don't notice in the dark or at 10 pm etc. so guess what? The smart ones throw in lots of extra product and labor to "cover their butts". The joke was how many extra houses of siding there was back in the warehouse. Long term employees were suspected of having HVAC, siding & kitchens done for free in their houses?
Warranty and follow up was a joke, customers would turn blue before we would show up to service.
I would say run run run as fast as you can away from the "FREE ESTIMATES" this is not your Parents Sears that was so dependable with products that lasted, customer service and warranties WORTH the paper they were written on...
In the know Louisville KY

Sears Home Central Calgary, Windows installation:

I purchased windows from sears in and installation done in September 2009. The installaer did not complete their work. February 2010, the installation is still not completed. I have been running around like chicken without a head calling every Sears Customer service - They dont help! What do you call poor service? This one is and especially if they show you plainly that they dont care.

Bought an expensive treadmill from Sears. Was told they would deliver and set up on the second floor of my Victorian Home even though it would not be easy as my staircase turns. I measured the unit and know it can go on the second floor if they take it out of the box. They came to my house took one look and said they would not deliver it. I told them to take it out of the box, they refused.

If they had to take it out of the box to set it up, why not take it out of the box when they bring it in. Refused to do so and while I was speaking to their manager, they took the unit and left. THey said they would send them back and tell them to do what I asked. Hours later they returned, and as soon as I opened my door they said they were told to set it up in my living room. Totally not true, and they left again.

I again call the manager and was told they would come back the same day with another person to help them. They would call me first. Another day has gone by and no call, and no treadmill. The moving men were rude and arrogant and I am out almost $1000.00.

On February 13th, 2010, I ordered a trinket for Valentine's Day on Sears.com to be picked up in the Spotsylvania Mall store later that day after receiving email confirmation. This process, according to the website, should take up to 2 hours. I made the purchase at around noon and waited patiently. At about 2:30p, I went back to the website to check the status of my order and the online chat customer service person said that it had not yet been processed and to check back later. I waited until 4:30p and called customer service after not receiving the confirmation email and I was told that my order went through and that I could just pick up the item in the store with the confirmation number.

I get to the store around 6p and I ask customer service where merchandise pickup is and they lead me to a kiosk in the rear of the store. I put all of my information in the kiosk and nothing comes up so I summon customer service and I'm told my item is in jewelry because merchandise pickup does not deal with jewelry. I make my way over to jewelry and they have no record of my purchase.

They call the Manager and she comes out and explains to me that my order, though received and paid for online, could not be given to me because their computers were down and she can not release items without the computer generated record number. So my wife's St. Valentines gift can not be given to me until Valentine's morning because the computer has their particular store listed as closed and is blocking ALL transactions for this day. I work during Valentine's day 50 miles away and won't get to give my wife her gift until Monday. I went back online to get a refund and Sears tells me that they can't return my money for 4-5 days, so not only did they ruin my wife's surprise on St. Valentine's day, they will return my money a week later.

It is my hope that Sears and all of its associated companies just go away. This is not the first time they've screwed up something that should be pretty simple and it's clear to me that they don't give a darn about their dwindling customer base. Don't look now, they just lost another one.

Feb 12th I took my daughter to sears portrait studio, @ 11:00 am the photographer had 1 customer that she was finishing up with, until she
Discovered I was a walk in. So there are no other customers, I figure, I can be next, oh no she went on to say I have a 12:oo appointment, well since it's 11:00 I can be seen, well she prolonged the cashing out with the customers so long, "she wanted to know about their vacation how many times their baby burps," well that took 15 minutes well I figure I still have time for my photo shot, wrong she took another 15 minutes cashing them out. So finally they leave no one else is there not even the 12:00 appointment. So I figure we can take our pictures, wrong she refused to take us until she was sure of her 12:00 appointment, needless to say the 12:00 appointment came 5 minutes late. Not to mention she was reading a book until they arrived. This was her productivity for 1 hour. This is a poor performance employee, she does not deserve a place in the work force, sears portrait studio is losing countless revenue with this employee's actions, I think holly's problem is pure laziness with a touch of racism. I have been a sears customer since 1985 and I consider myself a valued customer. I recorded much of my visit on my cell phone because of her actions, which were unbelievable I will send the video viral, so no other mommy will not experience a walk in dilemma it's obvious that this policy is not honored by the employees, sears should take a closer look at their staff performance to make sure policies are followed. Their are eager people awaiting such a job with this economy by the way this was chicago ridge mall (Westfield)

We bought our front loading Kenmore He2Plus a year and a half ago and it started leaking badly during a recent wash.
I called Sears to schedule a repair. It was an automated line and I was told that a service repairman would be out a few days between the hours of 8am and 5pm.
The repairman showed up and said just for showing up there would be a 70 dollar charge.
He proceeded to do the repair. The washer simply needed the rubber around the opening of the washer to be replaced. He said this was the most common problem.
Something had caused the rubber to not seal completely. He replaced it in one hour or less and charged me 214.06.
We feel this is extremely high for a simple replacement of a rubber seal. Since this is a common problem I think Sears should consider their culpability regarding these rubber seals.
Thank you

Purchased a treadmill from Sears in August 2006 for $1700 and a 5 year warranty for $475. Allegedly covers all parts and service. Called to request service, sears claimed Nordictrack was to service. Nordictrack claimed extended warranty was covered by Sears. Spent 50 minutes being transferred between companies - Sears claimed they had no record of the warranty. Finally put in queue for UTS (Universal Technical Services) and was on hold for one hour 18 minutes. UTS finally answered and said someone would call within 6 business days to schedule an appointment. Could not tell me who would actually be calling me from local area as UTS doesn't actually do repair work in my state. Similar situation with a vacuum repair, an oven repair. DO NOT BUY WARRANTIES FROM SEARS. You are better off to pay for service as you need it and pursue other channels if your product is a lemon, including paying with other Credit that protects the consumers. Be sure to document all calls, contact names if possible, technician names and alleged repairs requested. Sears business model is geared toward investors and not consumers.

I don't know where to begin, except to say that your customer service department for tv repair services are the most incompetent people I have ever encountered. Four (4) weeks ago I contacted sears to come in and find out what was wrong with my lg lcd flat panel tv. Your technician said it could be one of two things (Or both) — a bad power supply board or the main board. He ordered the two parts and asked for my credit card. I gave him my amex card and was charged $969.13 total for parts and labor - assuming, of course, that this would not be put on my amex until the tv was repaired.

I received two (2) boxes - assuming they contained the 2 parts needed. As instructed, I called your service department, told them I had the parts, and they sent out a technical to begin repair. Surpise! Your supplier sent two of the same part - the main board - no power supply which was needed. The technician couldn't do anything that day and advised me that the part I needed was back ordered until 2/5. This is where the nightmare begins.
The very next day (1/29 or 1/30) your customer service department called me to schedule a technician to come in to repair my tv. Of course that was not possible seeing as I didn't have the part! Not only did your cs dept. Call once that day, but called two more times and three times the next day to schedule an appointment. How stupid and inept is this? That's only the beginning! On the 5th of february I called to see if the back-ordered part came in. Your cs dept said they would check with the parts dept. And someone from there would call me back. Never received a return call. On the 8th (Monday) I called again and was disconnected twice! Again I was told someone from parts would call me. Did not happen!
Please bear in mind that each time someone from sears called me, I had to repeat the same information about the appt., the part, my address, phone number, problem, etc., etc.

I called again today - the 9th of february - and was told the part expected to ship on march 1st - over one month later than expected. I went on line and found the part myself and ordered it.

The worst part is my amex card was charged on 1/28 for the full amount. I disputed this charge in lieu of the fact that I did not receive the required parts, nor did I receive the service I was charged for. Please, please do something about your customer service department. The right hand doesn't know what the left hand is doing there!

Here's a copy of an e-mail sent to Sears customer service:

Four and half years ago, we built a new house and bought all Sears Kenmore Elite appliances - Dual Fuel Range, Side-by-side refrigerator, washer, and dryer.
We choose Kenmore products because we have always had Sears appliances and they have always lasted for many years. We were excited to purchase those appliances even though we could have purchased other brands from other stores.

However in those same four and half years, our refrigerator had 3 service calls, was final declared a lemon and replaced with a new one. In the last 6 months, the washer was repaired because it was leaking water, and the dryer was repaired because the sensor switch broke. Last night I needed to schedule a repair for the range, because it started spitting flames and it appears there is an electrical short in the light sensor on the door. Needless to say these past four years have been very frustrating for us. We have spent between $250-$500 per year for service calls and repairs. These supposedly durable goods have proven to be less so.

I explained all this to a "customer service" representative on the phone. She offered to get us on a cancellation list so we may not have to wait until next Monday to get our range fixed. This is not the customer service I was really looking for. I'm tired of spending money to have appliances that should have lasted 10 years, fixed in less than five. It has really become unacceptable.

This e-mail is my last attempt to get some consideration from Sears concerning these issues. At this rate I could have replaced two of the appliances from another retailer for the cost of fixing what should have been excellent products. I don't want any more calls to "extend our warrantee", I want the products I bought not to continue breaking in less than 5 years. And if that can't happen I would just as soon look to purchase other products than continue to sink money into the Sears repair black hole.

I ordered a replacement screen for my Hitachi 57" TV on Monday February 1 and paid extra for expedited shipping so I would have my TV repaired before the Super Bowl (I accidentally ordered the wrong screen a week earlier, but didn't realize it until it arrived [it actually arrived, unlike the correct one]). I figured with expedited shipping I should have the screen Tuesday or Wednesday. Wed. rolls around and I still have no screen and my order status has not been updated since Mon. so I get on their website and chat with one of their CSRs. He tells me the part was backordered even though it says on the site it is "In Stock", but would ship later that afternoon and I should have it Thursday or Friday. He said if I don't have it Friday to contact them again. Fri. comes and still no screen so I get back on there and chat with another CSR who tells me that it is still backordered and she doesn't know if it has shipped or not. She says she will request an order trace from the vendor be sent to my email address. I wait a couple of hours and I receive no email (I still have yet to get an email from anyone). I get back on the site and chat with yet another CSR who tells me that the part DID ship on Wed., but they don't have a tracking number and I should have it on Monday and she will refund me the difference in shipping. I said if it did in fact ship then there would be a tracking number and she said that's not always true (bull. It's UPS, they always give tracking numbers). I was told that if I didn't have it on Monday I should contact them again and they would reship it. I asked how can they reship it if it was shipped on Wed. She said they would reenter the order in the system, but there was nothing they could do until Monday. So basically, I'm getting the runaround from all of their customer service reps and nobody truly knows the status of my order. I'm being told to wait a couple of days everytime I talk to them. Come Monday if there still is no screen I'm calling, demanding a refund, and filing a complaint with the BBB. If they refuse a refund then I'm filing a claim with my bank. I ordered from Sears because I thought they were reputable, but I've had better luck dealing with guys on eBay.

Had purchased glasses from Sear Optical about 6 months ago. Paid for scratch resistance, glare resistance and the polorazied lenses. Glasses have clear smudge marks on them. Called Sears Optical department and spoke to someone that thought I was an Idiot! I was informed that the heat from cooking or splattering of grease from cooking will do that, or I cleaned them without wetting them, or my eye lashes were to long and scratching them when I blink. When I said I have worn glasses for 30 years and none of the other glasses I had have done this and I can not see without them and now you are telling me that glasses from Sears are the only ones you can not cook or blink with them on. If I can not see without them why would I cook without them, isn't that dangerous? I am not superwoman and don't have lashes from Kriptonite.