Sears
Reviews and Complaints

I am a big bargain hunter and I was looking to replace my 23 year old Kenmore Downdraft Slide in Range. When I stated shopping I found out that Jenn-Air is the only company that still makes built-in downdraft ranges and they are on the high side for cost so I headed into a Sears Outlet Store and after several visits and after consulting with several lady friends I decided I just had to have a duel fuel (gas on top & convection for the oven) range. So I went into the Sears Outlet web site and found exactly what I needed but ended up back and forth between the 800 help folks and my local Sears Outlet store and I was told they did not have the model advertised at any of the stores at the advertised price, $ 250 below the Sears.com price. The advertised price was a range of $1033 from low to high which if you don’t know allows the outlet stores to drop the price if it does not sell. Good for bargain hunters like me to know since the longer it sits in the store the lower it drops but bad news if it sells than I lose the bargain.

I follow the financials and I remember hearing that the Sears brand and stock are on a big resurgence so I decided to contact their corporate office and see if they could help. It took me about 10 minutes on the web to track down the main corporate number in Chicago and here are the details on contacting Sears:

The main switchboard number for Sears Holdings in Chicago is [protected]. I have found that if you are calling to a main corporate office for any company it is best to keep it very very concise, with reason for call and department involved. As an example “I am calling to complain about the pricing on an appliance with your outlet stores.”

The switchboard operator put me through to a real live person (first name begins with K) who happened to work for one of the head honchos over the Sears Outlet Division. K explained that they are very concerned about complaints about Sears and they read them daily. After a couple of days I got a call back from real nice gentlemen (first name begins with J) and just to keep this short he found me a store that did have exactly the model I was looking for and at the advertised price but not at my low low steal of a deal price of $ 335 off of the advertised price and I had to drive 300 miles to get it. But it is a fair price just not a steal!

I normally don’t put these issues out on the web but maybe it will help a few bargain hunters like me get a good deal and sorry K and J I don’t want to create allot more work for you guys, you did a great service for me, I just want to keep the stock going up!

And as a final note this posting is not meant to help the guys that bought a range that is marked down from $2650 to $ 223 because it has 14 dings, a smashed oven door and the base is not sitting level. You should be buying this for parts and not expecting this range to actually work!

If you need home renovations, stay away from Sears Home Central !
In fact, stay away from Sears altogether.

June 20, 2002, 25-year roof shingles and attic vents installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract.

I called Sears rep within days of installation to express concern about the placement of Maxi Vent. Even an old woman knows it should be as high as possible, near the ridge. It is half way down the roof. The rep, Ken Campbell, looked from the ground, on one side, and said it was good enough. Against my better judgment, all I could do was hope for the best.

That summer, I noticed excessive falling off of granules from shingles.

July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. [protected]) It took several calls before someone got back to me.

July 31, Marc Page from Sears inspects roof. Without hesitation, he informs me that ventilation was not properly installed, that this was causing the problem and it was Sears' fault. He said Sears would fix the ventilation and replace the shingles at no cost to me.

Afterward, I visit Maxi Vent website and found, according to their very clear instructions, that indeed the ventilation was all wrong.

Since that time, Sears has flatly refused to fix anything.

This is the most deplorable and shameful performance I have seen in my life. STAY AWAY FROM SEARS !

We purchase over $6000 in new Kenmore appliances. We have had repairs on the refrigerator four times in the past year. These repairs always involve second visits for replacement parts. EVERY time we have an appointment, they don't show up and they demand that we reschedule. I am only notified of plans to reschedule when I call to find our why the appointment time was not met. No concern for my schrdule or any other obligations I have are ever considered I am disconnected from customer service each time I try to speak with someone about this.

Apparently someone in a key position within the Sears service organization believes they practice good customer service. We'll, having placed two different service calls now, on the same applicance, with both being very poor experiences, I am very under-whelmed...!

We installed new Kenmore appliances in our kitchen because we believed they were the best for the money. We've now had two seperate instances requiring support, and both have been miserable experiences. Does anyone care?

Why does it takes several trips, and weeks to complete a repair? The technician, and most of those involved have been courteous, but they're working with a broken process. The Customer should not have to wait 3+ weeks to have their appliances repaired and working. The very nature/frequency of their use makes it very difficult to do without them for so long. Does anyone at Sears understand "good" Customer Service? Perhaps if the Customer were number 1 again, they wouldn't be losing so much market share...

I had puchased a refridgerator on January 4 2010. It was to be deliveried on January 8 2010. I had to pay $65 up front in order to get this deliveried, and it would be refunded after delivery. I was called on the morning of the 8th and told they where not going to be delivering cause of the bad weather. A very small amount of snow had fallen over night. I was ok with this and understood. I expected it to be deliveried the next day, when I called on the morning of the 9th, I was told again that they would not deliver cause of the weather. By this time there was no weather anywhere with in the service area of this store, all roads and driveways where completely clean with no snow being seen anywhere on the ground. I pointed this out and was told they where not going to risk it. I was told they could deliver next week if the weather was better. After 5 days without a refriderator I ended up having to go pickup the appliance myself at the store and was refunded the $65 deliver fee. There was no reason not deliver and I was treated very poorly by the store manager. I will never again purchase from sears or any of there company's, this was totally unexceptable and all my complaint have went unanswered. At no time was there any effort made to improve this situation. This is the worst service I have every received from any type of retail store.

I ordered a Microwave from Sears.com on Sunday December 20th with a scheduled install date of December 23rd, 2009. I even called and confirmed the availability of this install date with a customer service rep over the phone before placing the order online. I cancelled the Microwave on Monday December 21 after receiving my confirmation showing a January 12th install date instead of December 23rd as promised. My wife and I "live" out of the microwave so this 3 week wait would not work. They cancelled the order the morning of Dec 21st over the customer service 800 number and said they would credit my card within 3-5 business days. The order was active for less than 12 hours.

I have called to check on credit 8 times so far. First three on December 26th, December 28th and December 30th. Each time they said the cancellation was processing and credit was pending. Spoke to Sears customer service on December 30th and they verified that the order was cancelled and a credit was still processing.

Spoke to Sears customer service again on January 2nd and the agent said a credit had been issued and it should be showing on my card. Instructed me to call my credit card company and check with them. I called my credit card company (and looked online) and no credit has been issued.

Called again and spoke to Patty, Agent #495426 at 5:20pm Monday, January 4th, 2010 and incredibly she said the order was never cancelled and was still active. She is just now cancelling the order and we should recieve a credit by the 8th of January. No credit was ever processed. What were these previous 6 people I spoke to doing? Playing mind games with me, telling me it was cancelled and then not cancelling it?

Spoke to Supervisor "John" at Noon on Friday January 8th and after being on hold for 20 minutes he came back and said I should see a credit in a few days. I told him if no credit by Monday, January 11, 2010, I would do a chargeback to my MasterCard.

Finally I received an e-mail notice of a cancellation on Monday the 11th with a notice that a refund would be issued within 48 hours. It's now Thursday the 14th and no refund and the charges of $600.33 have crossed over to last month's billing cycle so I now have to pay this "non-order" out of my pocket and then try to get a refund back from my credit card company if and when I ever get a refund from Sears.

I am the GM of a large hotel and I process credit card payments daily. A valid refund can be done in "seconds" and we do them daily to maintain our relationships with our customers so we are not "playing" with their money when valid cancellations are made. All this grief for an order that was active for less than 12 hours and was cancelled only because Sears could not honor their promised installation and delivery date. This has consumed nearly a month of my life and caused considerable stress and headache. This is the worst online experience I have ever had. Yesterday I e-mailed the issue to the Interim CEO of Sears, two separate e-mails and received verification that he opened both e-mails. No response whatsoever. I guess the fish is rotten from the head down. I am waiting for someone with Sears to give a darn and see what they will do to perform some "recovery" on this situation. It's doubtful I will ever patronize Sears again unless I receive a refund and some sort of apology and/or compensation for my hours and hours of wasted time and stress.

In April, 2009 Sears Lubbock, Tx sent a salesman to show me HVAC units and Window replacements for my home. he was out of New Mexico location and was not familiar with texas requirments. I agreed to buy a Kenmore dual burner, dual speed fan model for $3650.oo, albiet a bit pricey compared to similar models from other manufactures. I was told it was manufactured buy Carreier, for Sears and carried a ten year warranty. When the unit arrived, vis the installers. Nugent Mechanical, I noted the 'Lable had been removed from the filter cover, as it had left some nasty residue, and was told this was a Coleman furnce, better than the Kenmore model I had bought. Installer Nugent said they had to make some modifications to the unit, at thier expense, to make the upgrade. After installing unit, leaving a mess on floor, and the unsightly residue on the cover of the furnace, the unit was tested and found to be NOT working correctly, in that the AC would not cool. Nugent, aka Sears subcontractor, said the "A" coil was wrong one or defective, so a few days later, they returnedto change the coil. It still did not work right, so they changed the valve on the coil. No help. About two weeks later, Oscar langorio, the Sears coordinator from Lubbock, called to inform me that his crew, Nugent Mechanical, has told him the compressor was defective and that I should get a new one from Sears to make the syatem work. I told him this was not necesary, as the installers had told me that this type of unit has lengthy history of defective valves in the A-coil and I told him about the wrong coil being installed, and the change-up later. He insisted that my "ten year old comressor is defective" according to his report. My compressor was/is about five years old, according to the tags on the unit. Contacting the mfg of my unit I confirmed the age and that it should be fine, IF the installer had changed the filters when the new furnace was installed. Nugent neglected to change ANY filters, and when Mr. Langorio of Seras was told about this, he denied any responsibility nor duty to comply. Three different firms, including one that did sub-contract installs for Sears, told me that changing the Compressor coils should be standard proceedure to avoid contamination from debris in the vacuum lines or the refridgerant lines. Langorio refused to excercise this duty. As a result, the valve in the A-coil became clogged and would not allow the coolant to perform as needed. It gets hot in Texas in June, July, August, hitting OVER 100 degrees, and so I bought a fan to stir the air in the house. My wife and I both are in upper sixties, and dont tolerate the high heat as well as younger persons. SOO, Sears agreed to put in a compressor at thier cost, which varied from week to week, and finally settled at zero, albiet the charge on my account reflects about 700.00. STILL the system did not work. because the a-coil was stopped up by debris. The installers of the compressor returned tot check out the system, and he found that the coil was malfunctioning, and/or incorrectly installed, and it appeared to be the wrong one for this system. So, in September, he made corrections to the A-coil, and the system began to function as expected someFIVE months prior.; IF Langorio had taken the advice given in April, and corrected the incorrect coil/valve, then we would not have had to endure five months of sweltering heat and the added expense of a large fan, et al...I believe it was partly to cover the inept work of Nugent mechanical, and to build a ticket of added sales for his commisions. ADD to this that the unit is NOT the one I agreed to buy, and the interest on the charge is now over $700.00, and CIT bank who is funding this fiasco refused to make any adjustments, and Lubbock refused to make any concessions for it being the wrong product and the five months of suffering et al, and repeatedly made me to feel like the sucker for making this deal, I am at a loss for direction. I dont think I should have to pay for thier mistakes, or incompetance, and should get some considerationfor five months of what could have been life threateneing heat prostration. Being on fixed income, retired in poor health, my options are limited. Now, about the windows
They are cheap plastic covering, with plastice retainers to hold the sashes in the channels, and continue to shed vynill and other particulate matter, which accumulates on the top of the lower sash. Add to that the air movement that can be detected when a Texas windstorm kicks up, and the windows are aggitated by the buffetting, grinding the plastic off the frames. I was led to believe that they glass was to be Tempered, double insulated, and would result in energy savings. NOT happening. Closeer examination of the units, 11 in all, reveals warped or misaligned shashes, with sealant oozing out of the pane-grooves, and on the west side of building, the window trim is not sealed at top, allowing water, et al to accumulate, and insctes can get into the INSIDE of the windows. This indicates some gap in the closures. Sears has not responded to the scathing report filed several months ago (September09, and I dont expect themto do so, since the callls and emails I have sent have gone unanswered. MOeover, the furnace is continually cycling on/off every 5-10 mins, and making clicking sounds when NOT heating, and smal explosion sounds when it fires AND a blinking warning light has me concerned, as it is a GAS furnace, and we lost a niece to an explosion of gas furnace of the smae type and mafg. Oh. Who cal I call for service when sears does NOT honor its commitments and denies any responsibility? BBB compliant filed several months ago has gone UNanswered, not surprised as Sears and Nugent are paid-up members of this private organizationl.; Bottom line> Are we to be held liable for WRONG product installed? Can the CIT continue to charge us for a unit we did not recieve? Is sears and its associates to go unscathed and continue to mislead or defraud others, and charge two to THREE HUNDRED percent markups? We could have had PELLA windows installed from Lowes, et al, for about half of what Sears is charging. Sears subcontractors have repeatedly reported difficulties with coordinators and recieving wrong items to install, but required to perform anyway. BEWARE, that Sears is trading on its past record of customer satifaction, but systematically thwart the process for various reasons, apparantly to cover thier own mistakes, or perhaps, to cover up the insider contracts given to "preferred" installers. I find this to be very indicative of collution or organized activity to glean the most profit for a select group. Back when I was a cop, we called it Organized crime. It would not be the first example of such coming out of Chicago, or New Orleans. And the silence of the Consumer Organizations that should be looking into this matter, is very curious, and disturbing. I have all the documentation for review, should it be required. DO NOT be decieved by Sears claims of satisfation, NOR thier reliability. In my case it is NOT happening.

I purchased Arnold Palmer men's slip-on shoes Aug.21/09, while getting a jump-start on my Christmas gifts. The shoes were too large & Sears refused to take them back. They are of no use to any family member. A gift certificate would be fine or a credit to my Sears account. These shoes are still available to purchase from catalog sales, therefore they're not out of stock, nor outdated for purchase. I've been an excellent Sears card customer for more than 10 years. Dollar stores give you a credit note or substitution, I find it appalling that a huge institution like Sears Canada not make exception for a long time customer. I'm canceling my Sears card.

I too, have a barely two year old Kenmore "Elite" Trio French doors refrigerator. Last night, I noted an electrical burning smell near the refrigerator. I opened the doors to find the lights were out. The smell was incredibly strong. At first I thought it was just that both bulbs had burned out, but then when I reached up to remove the housing, I nearing burned my fingers. I could not believe how hot it was! After it cooled down the lights went back on so the bulbs weren't even burned out. This scared us terribly. Well my husband spoke to someone named "kathy" in customer service who gave the same line about sending a tech at our expense. And get this -- the company never heard of this problem! I can say that we will hold Sears personally and legally responsible for any damage to the unit, our purchases, etc. If this causes a fire, I will not nesitate to call an attorney. I will be reporting this to every consumer complaints bureau possible and will NEVER buy another Sears product. They should be doing a recall on this problem and they are willing to risk injury and harm to their customers rather than address the problem.

To save the hassle of lines, I chose to purchase a TV through Sears.com. I dont like to enter the informtion of my debit card, online so I called Sears.com to purchase over the phone.

The Sears.com represenative said that she accidently charged twice on my account, but reassured that only one transaction would go through. It didnt. It took 5 emails...I said 5 emails...4 phone calls & 2 weeks for Sears.com to reinburse me the 950.00 they took from my bank account...meanwhile, I had bills that were late & bounced a check, all thanks to the Sears.com rep not understanding the computer format she should of been trained in & accidently charging for the same item again.

The only thing Sears.com has done to resolve the extra charges I had to pay for their mistake, is an email stating I had 10% off my next purchase of $100.00 or more.

My credit went down, I couldnt purchase any other presents for my family until the week of Christmas, I ended up paying up to $200.00 in late payments&bounced checks.

Interesting how Sears will make sure they get the money you owe them, but when tables are turned, they brush it under the rug as if it never happened, take their time to reimburse the expenses of their mistakes & deny all responsibilites of the problem at hand, even though they record all costomer service conversations.

SEARS IS CONCERNED ABOUT THE CONSUMER'S MONEY...NOT THE CONSUMER.
help the community & spend your money in a buisness that is apreciative. Sometimes trying to save a dollar, ends up costing you more than you think.
NEVER shop there, I know I wont.

I was trying to buy a 24441 snow blade that was advertised online with a $25.00 cupon code, and free shipping.
Very disappointed in the fact that you can't buy one of these in local stores or online for direct shipping or home delivery!

This is the second time in the last 3 months that Sears has done this, Advertise an item and then after hours of trying to get one, you find out that you cant. I guess this is the new 'Retail World". They lost the sale of a Husqvarns 2348 in september to Lowes, who were very happy to match the sears advertised price, and sell me a ryder. I wrote an E-mail to Sears customer satisfaction in september, over the ryding mower, and got this nice little form letter back on E-mail. I thought I would give them another chance, "Big Mistake".

Hopin for no snow, since I cant get a blade, in Southern IL

My husband and I had decided to purchase a new refrigerator as our Christmas present to each other. We have had and account with sears for approximately 10 years and usually have very good luck so we did not give a second thought about gong there for our new fridge. We researched the item that we wanted for a few weeks went in to the store several times and measured numerous times before we made our final decision. We went in to the store to finally make our purchase. Alex was our sales associate and he was very nice and helpful. We gave him the dimensions and we picked out the fridge.
I received my phone call confirming my delivery as explained to me in the store. Although we have made many purchases through sears this was the first time that we used their delivery services. The delivery men arrived early and according to my husband they were very helpful. The problem arose that in all reality the fridge was too big. The dimensions that were advertised in the store were in correct. The tag read that the fridge was 351/2 wide and that would have been fine but the fridge was actually 353/8 this is what created the problem for us that difference made it so we were unable to open the door all the way. We were also told that if in a 90 day period we did not like the fridge for any reason we would be able to exchange it no questions asked.
We discovered after pulling the fridge into the middle of my kitchen so that I could open the doors that when it was brought into my home there was a huge crease down the entire left side of the fridge. My husband called the store and like we were previously told we could go in pick out a new fridge no questions asked.
My husband went down on Friday January 1, 2009 to get this taken care of right away. Upon arriving at the store this is when our real troubles began. the store was substantially understaffed and we had to wait for an associate to assist us. Alex was off so we dealt with Ryan. Ryan was extremely patient and helpful. Once he helped us find a fridge that would fit he brought us over to process the exchange, but he needed a manager approval. It just so happened that the manager Anthony had gone to lunch and was no where to be find for 2 hours. Ryan eve tried to reach him on is personal cell phone and he did not answer. Once he finally got back and had to be paged for what seemed like the hundredth time. He came out and had no sympathy for the fact that we had been waiting 2 hours and could not help us get any answers to confirm the delivery of our new fridge. Due to our inconvenience they decided that we could do any even exchange for the fridges waving the $75.00 difference of our new fridge from the old one. When we left all Anthony and Ryan could tell us was that it looked like the fridge would be available for Sunday delivery and we would have to call first thing on Saturday morning to confirm the delivery of our new fridge.
I called at 9a.m. Saturday morning was given a different number because i was not doing and even exchange. So i now called this number and got associate Kathleen, she explained that there was no way i could get my fridge until Monday. Like most people my husband and i work Monday through Friday. My husband had already been on vacation for the holidays and was able to be home for the first fridge as soon as we noticed there was a problem we immediately went in to have it corrected for the fact that we knew we would be gong back to work and our window of opportunity was limited. Kathleen explained that Sunday deliver was not available and that Monday or Saturday the 9th were two of our options. This was not acceptable to us. We have now wasted over 2 hours in the store with no one being able to give us a straight answer and no we are getting a whole other story over the phone. Not to mention Kathleen explained that n order to place our order we had to pay and additional $120.00. So now the price has increased even more than in the store it looks like i will have to take time off from work to be here when it is convenient for your company, so i am loosing more money. A major problem is that everyone we talked to gave us a different story and when we challenged them and explained what we had already been told they basically told us they did not know and washed their hands of us.
Like I previously said we have never used Sears delivery service and now that we have it has been nothing but a huge hassle. This experience has completely turned me off to Sears i am ready to pay my balance in full on my card and close the account. I will find alternate places to purchase my appliances and other home products.

Highly Unsatisfied Customer

A Sears' cashier asked me if I wanted to open up a Sears card and get 15 dollars off my first purchase. I agreed and she asked me to pay there so I wouldn't need to mail in anything and I did what she asked. One month later, I got a bill saying I still owe sears for all the things I paid for that day.

I called the 1800 number on the bill and the Sears' card representive was very helpful and she transfer the phone to the store where she help me through a line of questions that seem very confusing at that moment. For example, the store assistant manager asked wheter or not the amount shows up on the bill, I said: "Yes that is why I am calling you" before she anwsered, the card representive rebutted her and said: "NO, the amount is NOT paid" then the assistant manager putted us on hold then hung up, by then I have lost the card represntive for she couldn't wait with me any longer.

I went to the store, looking for the manager. When I asked to speak to the manager, the repersentive delay me and took me not to the manager but the cashier counter and asked me to wait. A bald, white guy shows up claiming to be manager. He refused to talk to me at first and told the cashier to deal with it. When I said I will call cop on him, he transfer me to another department claiming he is NOT the manager for THAT department. I restated again that I wish to talk to the store manager but instead I got another DEPRARTMENT manager.

I told them everything that happened and asked them what are they going to do about it? This is the part that piss me off. Instead of offering consultation, or anything of that sort. I got a contemptuous attitude and a NO WE DID NOTHING WRONG.

The two managers knew exactly what I was talking about. I told them that I paid the cashier that day and that I got a receipt that the cashier gave me. They told me that is NOT the receipt for the cash but the item charged on the card. I paid that cashier and asked them to check the camera. I know Sears have cameras and I trusted Seras and I got a receipt for the items I purchased. The receipt, has the date and time and the place and the counter and the cashier number and everything that is needed to id the time you need to check. THAT would prove I was wronged and that their cashier stole from me.

Instead of helping me, these two managers INSISITED that the burden of proof lies on me and that I was too stupid to NOT asked for a receipt AND NO! THEY WILL NOT LOOK AT THE CAMERAS.

I did get a receipt, otherwise I couldn't leave the store. I just didn't know that I supposed to get a CASH receipt too. I believe anyone would've been scammed right there, since you do get a receipt and it is Sears. What I didn't know is that Sears store employee steal and protect each other.

Right now, I have to pay that amount otherwise it will ruin my credit. But I tell you, I will never never never never never ever ever ever shop in Sears ever again.

I realized that there is nothing I can do at this point. The only proof I got is in the hands of these thieves, so take me as an example and be very careful when shopping in Sears. I will just go and cry now, I feel so wronged but there is nothing I can do.

I purchased a Sears snowblower model #[protected] on 11-4-05. We do not get much snow where we live and I have only used the snowblower approx. 20 times. About the 10th time I used it, the blade scraper and mounting base broke off and had to be replaced. I used it for only the second time this year(date 12-31-09) and the auger housing cracked on both sides and now I will have to order a auger housing and another snow blade scraper. To fix the problem this time I will have to pay out with freight approx $130.00 plus labor to install the new auger and blade scraper assembly. If you call Sears, you get sent to about 3 or 4 different departments(just a run around).

I am hearing more and more complaints about Sears products and talk that they will never again buy a sears product. I am allso very angry with Sears and will never buy another Sears product. We now have at least 5 Sears appliances in our home.

We had a kenmore fridge that lasted a month after our extended warranty. We called Sears, emailed but no response. Sears customer service has declined and it is not the Sears puts customers and safety first. They do not care about customer satisfaction nor return clients. You will buy from them initially but forget about getting any help afterwards. If the item breaks you have to pay for the call to check it out even under warranty. You get the Philipines for customer service as they outsource their calls so instead of getting customer service you get people trying to sell you parts.

I received my Sears rebate in the form of a Citibank debit card. Thanks to the postings on this site, I read the fine print and was wary. The fine print said I could request a paper check, but the website listed does not exist and the phone number provided just loops you continuously after saying that you can check your card balance by entering its number. However, I sent an email to the address that came with the card and received a response within an hour saying they were sending me a check within a week. We'll see. If you don't hear from me again, the check arrived!

When I called the Sears Rebate Center to ask for help, they essentially told me my problem was with CitiBank since the rebate form stated the rebate would be in the form of a debit card. It is, however, also Sears' problem for setting up the rebate through such an unreliable bank. I too will not be returning to Sears, where I have always purchased my appliances and lawn mowers.