Sears
reviews and complaints

I am beyond angry at this point and I am tired of talking to people who are trained to tell me they can't do anything for me.

I'm kicking myself for this but last Monday night, I called to make an appt. for service because my freezer wasn't working well. They told me it would cost $75 just to come out plus parts and labor for the repair OR I could purchase a repair warranty for $250 which would cover the repair and if the repair costs less, I could get a refund. I got the repair warranty.

They told me someone would come between 8 am and 12pm on Tuesday. Someone finally showed up at 4pm. No one every called to update me that the tech was running late. The tech diagnosed the problem in 5 minutes, changed the motor on the fan (which I know was already working) and was out of there in less than 30 minutes. That same night the freezer is still not working and now the refrigerator is getting warm so I called back and they tell me they can't get someone here until Monday of this week. I called back Wednesday morning and finally got someone who was able to schedule an appt. for me from 9-5 that day (yes, the day before Thanksgiving). At 5 pm, he shows up and after 5 minutes, he tells me my compressor is bad and it will be 5-10 days to order the part and fix it.

Plus it would be an extra $144 since my warranty only covered me to $500. I refused to pay, he ordered the part anyway and scheduled the repair for yesterday morning, Thursday. At 10:45 the tech calls because he's on the way. I don't have the part yet so he can't come. At 11 am, just 15 minutes later, the part comes. I call back and I'm told the tech will come back. At 3, I call back and I'm told the tech will not call back and the next available appt is Dec. 5. He forwards me to someone who seems to understand the situation and she says she will talk to the routing mgr and try to get me in for today or tomorrow and she will call me back.

Of course, no phone call, I call back this morning and I'm given the Dec. 5 date again. The CS reps won't transfer me to the local dispatch and they won't force an appt for me because it's a 3 hour job they say. I spent about 3 hours on the phone this morning trying to get an earlier appt. No success. I tried to get my warranty refunded so I can call a local repair man. No success. The first useless appointment used up the cost of the warranty. I am livid at this point.

At the risk of sounding like a spoiled brat, I want my refrigerator fixed ASAP! I have a 3 and 4 yr old and trying to provide meals for my family using a dorm size fridge for 2 weeks is unacceptable.

Fast forward to Dec. 5, the tech comes at approx. 11:30. Gets right to work installing the compressor. After 2 hours, it's in and the fridge still doesn't work well. He waits a bit and opens more of the fridge. Then decides that the problem may be the freon flow so he vacuums it out and refills and now the fridge seems to be working. Had a competant teck done that at the very visit, Sears and I would have saved alot of money. I'm out the money for the warranty, plenty of spoiled food in excess of what I will be reimbursed, money spent on fast food, and money for another small fridge to hold us over. The worst part is I did not get one sympathetic cs person out of the 20+ that I've spoken too. They must hear my same sob story all day every day. It's ridiculous. A 4 yr old unit should not be broken so soon in my opinion. Not if it were a quality product. My only saving grace is that I got a WONDERFUL repair tech to come today. If it were one of the others, I'm sure they would have replaced the compressor which wasn't broken and left before realizing the refrigerator was still not working. I am beyond upset and frustrated at this point.

COMPLAINT:

My dishwasher broke a month back and I called sears. After I told the customer service guy that my dishwaser had stopped working and I tried fixing it but was unable to he convinced me that I should get the service agreement which would cover everything for 1 year. It was going to cost me $220 but I said fine if it rids me of the hassle for a year.

So he charged my card and set up and appointment a week from then and gave me a time-slot from 8am-5pm. I called up on the morning of the appointment date and they told me the technician should be there by 12. The techinician didnt arrive till 3pm and he took one look at the dishwasher and said he cant to anything because the door was taken out and he would need 2 ppl to fix that (nobody ever told me while selling me the service agreement), so my entire day was wasted.

Next day I called up again to setup another appointment (the earliest was another week later) and this time I requested 2 ppl be sent as the technician had told me. Again I called up on the date of appointment to confirm and they told me that they would send 2 ppl and that the techinician should be in by 12. Needless to say the techinician never showed up, he called me up and said he couldnt get the other person so he wont be coming thus wasting another working day for me. Moreover, he told me that the service agreement was cancelled because of the door beign taken out. He did this by himself with nobody bothering to inform me of this, moreover even though according to him the service agreement had been cancelled, they had happily booked me another appointment. On top of all this when I called the recovery dept they assigned me a case number but the rep with id 11194 was totally a mean person and didnt even acknowledge that sears was at fault.

So the end situation is this .. my dishwasher has been broken for over a month, sears has charged my credit card $220 allready and wasted 2 working days for me withouth having the decency to even fix my dishwasher. This is completely outrageous for a company its size, needless to say I would never be dealing with sears service again, morever I would inform bbb.org and any consumer complaint agency of the aforementioned.

Regards,

Bought $17000 in kitchen appliances in March 2008 from Sears at Montgomery Mall, Bethesda, MD. Everything came except the refrigerator which was scheduled later because Kitchenaid required their own installation and only after the cabinet to house the built-in fridge was built. Remodeling schedule was on track and in June 2008 we scheduled the fridge delivery for 8/15/08. Sears delivery company tried to deliver it 7/16/08--30 days early. 7/16 I spoke with Jack at the Excel Delivery company told me the woman I had been working with was fired and they don't know why it was delivered early. The delivery company returned the refrigerator to Whirlpool because they couldn’t store it for 4 weeks and told me that I would have to order it again from Sears. 7/19 Loree, delivery company manager said that Whirlpool said they refunded the fridge already. No refund has been credited to my credit card and I spoke with the bank and they were not holding any transactions. 7/28 I went to sears and spent 1.25 hours trying to get this fixed without success. Gave it a few days more for a refund to show up on my credit card. 8/6 Loree said she can't help me anymore, the computer says I have been refunded though my credit card company has no record of refund. 8/6 I printed my credit card statement all the way back to 6/26/08 and spent 1 1/2 hours at sears with a Dennis who says he was the manager and that it was the Sears helpdesk that needed to fix the problem. He said he would call me the next day and get an email. Never heard back from him. 8/11 called Sears and left a message for Dennis to call me immediately. No response. 8/12 my credit card bank still has no refund processed. I have spent more than 3 hours during 2 visits to Sears (with 4 kids in tow) trying to get this fixed and another 4 hours total on the phone. I can not get anyone at Sears to process the refund so that I can order the refrigerator again. The delivery company blames Sears, Sears manager blames Whirlpool and the Sears helpdesk, and I can't get anyone to do their job and fix this order so we can get the refrigerator we paid for in March 2008. I have no refrigerator and I am out $8180.95. No one should ever buy so much as a pair of socks from Sears. They have absolutely NO customer service, and no accountability. There is no information on line to escalate up through management either.

I ordered a part through SearsPartsDirect.com. My anti-virus software blocked the acknowledgment e-mail as containing a phishing virus:
Phishing.Heuristics.Email.SpoofedDomain
MAIL FROM: [protected]@m.e.searspartsdirect.com

I will never buy anything from Sears again. If there is a class action suit that encompasses all of Sears actions, let me know so that I can join.

I wanted to comment on the Corinth Sears since Danny and Linda Woodruff have taken over this store it has gone to hell in a handbasket. This store used to be a great place to shop in Corinth. In fact Many times my wife and I were looking at something at either the Memphis Sears or the Tupelo Sears before purchasing it we would check to see if we could get it through the Corinth Store and if Possible Buy it there. We've bought a 46" tv. a large Treadmill, window air conditioners, a large upright Freezer, and a over the stove microwave. All of this just in the past 3-4 years. It is very safe to say that we are very well established customers of the Corinth Sears. On December the 8th of 2007 my wife and I were in the store an looking at a home Theater Surround Sound System to replace the one that had stopped working. We left to shop around and look at other systems, and she secretly called back and purchased the item over the phone from a sales assioate named Cindy. on Christmas Eve she gave the the system to me as a Gift. Upon opening it my first thoughts were that this was not the same box that I had looked at in the store. when I opened the box I found that the system was very used. one side of the unit was dented, the speaker towers were scratched and there was no paper work nor remote in the box. We made the decision that we would return this unit to the store and find something else. On the 26th we purchaced a different system at the Tupelo store and made plans to return the original one to the Corinth store on the 27th. Upon entering the store around 1:45pm on the 27th we were approached by store assioate "Cindy" and after telling her what we were there for she advised us that her "manager" (the owner Linda Woodruff) was at Wal-mart shopping and had been gone about 25 minutes and would return shortly, and that since this was considered a "big ticket item" that the return would have to be done by the owner. We told her that this would be fine and that we would just Wait for her to return. After about 15 minutes it beacame obvious that our waiting was not accaptable to Cindy and she began calling her manager to see if she could go ahead and process the return. As she was trying to ring up the return the managers husband (owner Danny Woodruff) called and informed Cindy that she would have to charge us a 15% restocking fee since I had not brought back the Remote or Manuals that should be in the Box. I told Cindy that this was unaccaptable as I was returning the unit because it was missing these items. She imeadeatly became very defensive and rude with us informing me that if I wanted to return the unit I could pay the 15% or wait until the manager returned from the Bank and talk to her, again we advised her that we would wait. This only seemed to fuel her anger. After well over an hour of Waiting she informed us that the Manager had called again and stated that she would be there "shortly". My wife asked her what shortly meant because she had been telling us shortly for over an hour. Cindy spun around on my wife and started yelling at her that she did not know when the manager would be back and that she had told us it would be shortly and that was all she knew and that if we had any problem with it we were welcome to leave any time and she once again disapeared into the back stockroom. after a few minutes she came back out and was waiting on another customer when a police officer walked in wanting to know what the problem was. we all just kind of stared at him not knowing what to say. finaly my wife spoke up and said that the only problem that we had was that we had been waiting over an hour and a half for the manager to return to process our return. my wife turned to Cindy and stated, "oh my lord, you called the police on me because I wanted to return this!?" the poiice officer stated that he had been dispatched to the store because a customer was yelling, and screaming at the manager and being Belierent with her (the manager that at this point was still not even in the store) after the police arrived it was still around 30 to 45 minutes before the manager walked into the store. when mrs Woodruff walked in she came through the door in a huff, obviously mad that we were still there waiting for her, as soon as she walked up she got in my wifes face and yelled to her that she had already had 2 rude customers that week and she was not going to put up with our crap. I told her that paying 15% for returning this item was simply un-acceptable and she mouthed off a little wile about different things and then finaly stated that she was going to refund our money but that she DID NOT WANT TO. after several minutes of typing on the register she handed us a recipt showing our credit and lo and behold it was 15% short of what we paid for the system. I informed her again that this was unacceptable and the police officer pointed out to her that she did say she would issue a full credit and that she needed to do so. so she placed a call to Sears Corperate hotline to find out how to do this. While on hold she turned to us and pointed out that we had purchaced this 20 days earlier, why were we just now returning it. we reminded her once again that it was just a couple of days after Christmas and it had been a Christmas Gift and there fore had been hidden for the 20 days in question. Finally after talking to her district manager she was able to refund our full purchase price, but never not one single time did we get any type of apology from either the Rude clerk Cindy nor mrs Woodruff. We have spent the days since then telling every one that we can about our experience and it will be our goal that no one we know will purchase any thing from this Sears store as long as Mr and Mrs Woodruff own it. If you find this comment helpful, please call Mrs Linda Woodruff at the store [protected], and let her know the story is out on how she treats repeat customers.

WOW--Our poor landlords. They purchased the Kenmore Oasis Elite Washer/Dryer. You got it---on both machines the circuit control board just stopped for no reason.

Guess how the Sears service was---You got it--same as everyone elses. They knew the problem, came with out the part, now is the time to wait for the part to be sent to the house and then call them for a repair set up. Sad part--our landlords have a 4 year warranty.

Fortunately we were prepared for the lack of customer service and attitude from the many reviews on the internet. We are telling all people to stay away from Sears. Money and mostly TIME are too costly to deal with a company so disreputable.

Aug 4, 2008 13:30 approx. Looking for a new BBQ ... found a model on sale Broil King 90 ... looks great nearly $200 off and I ask "can you assemble it and deliver it for a fee?" No we can only deliver. I said "that would be a deal breaker" Oh well was the response. Un Frigging believable. We went to Home Depot and bought a similar model ... that was actually better and they assemble and deliver.

Sears Canada ... oh well .

Last August I bought a Sears Kenmore that worked for less than 2 weeks. I wasn't worried, I had purchased a 3 year warranty. Beside this was Sears they would stand by their product. Then followed 8 appointments in which Sears did everything to not replace the unit. They replaced it's condesors and piping, it 's electrical switching. The Sears technicians even put in their reports that the unit was not repairable. I estimate they spent much much more than the unit was worth ($230).

Finally this past April, a department at Sears called OneSource said ok, they'd ship me a replacement. A week later they changed their mind and told me I'd have to return the unit to the store for a replacement.
I returned the unit to the store only to be told that no they would not replace the unit, they would have it repaired. I said that as I had waited 6 months and been promised a replacement that it was now their problem.

I walked out of the store leaving the unit behind. I filed a complaint with The City of Yonkers Consumer Protection Bureau. At the hearing Sears failed to appear. They were fined $500 for deceptive practices and ordered to re-imburse me $352. I have not heard from Sears so with this judgment, I am now taking Sears to small claims court.

Note, when buying from Sears, you should be aware that if a warranty repair becomes too difficult or costly to them, they will, as they did in my case, walk away.

The refrigerator in the unit that I rent has not been cooling properly. My food and milk spoils in a few days.

The landlord blames me, and says that I have too much in the freezer compartment. He suggested getting rid of some of the frozen items. My defense is that the freezer is not overly stuffed. He said he'd have someone look at it.

One evening I realized that someone had been in my apartment to see the refrigerator, because items next to the refrigerator had been moved. Then I noticed a memo on the refrigerator that says
"PLZ remove 1/2 items in Frezzer, Refer cooling Normal, Poor Air Flow. Thz Sears" .

I did not believe that this memo was from a repair person. How could a refrigerator repair person misspell freezer? Aside from the misspelling, the comment left echoed of my landlord's words.

I called Sears the next day and someone told me that the work order mentioned that the refrigerator is 14 years old, and that something was sealed. He then asked if the refrigerator was still not working.

When I asked for a copy of the work order, he transferred me back into phone automated la-la land. Finally I got a hold of a live person who claimed she could not hear me, then could not find any information on the service I was asking about. When I insisted that I just spoke with someone who found record of the service, she agreed that a service person was at my apartment between the hours of 8 and 5 the previous day, but that she could not tell me anything about the repair, and that the previous person should not have either.

They should provide a copy of the service order to the user of the refrigerator via mail, at least.

I purchased a self propelled Sears Craftsman lawn mower one years ago. That means, this is the second season I have used it. I paid $300 for this mower.

It is a model # 917.377842, 6.5HP Honda engine, and "features" easy height adjustment with one lever each for the front and back wheels (2 levers).

The steel levers slip into slots on the aluminum deck (can you see this train wreck coming?). Thus, after 1 1/2 seasons of adjusting the wheels for various conditions (wet - mow low, dry - mow high), the freaking levers no longer say in the aluminum slots because (are you listening, sears engineers?), steel tends to wear away aluminum, and now the slots are not able to contain the levers and the mower is constantly falling to it's lowest position, scalps the lawn, and what a mess that makes.

Guess what? One year warranty! The "helpful" sears service associate suggested I buy an extended warranty for this mower. The price? $ 300!

So, just into the second season, the options are to either buy a complete new deck (which will probably last another season or so), or buy a new mower.

I won't be buying anything from sears (it doesn't deserve capitalization) and now I realize that the name "craftsman" is Chinese for "cheap."

Too soon old, too late smart.

Bought a Kenmore 370, no problems yet with the appliance, but I am hoping I can stop anyone else from getting ripped of with installation. For less than 2 hours of work I was charged $530 by the installer, which was a lot, but I just wanted this thing done with... the I find out Sears bill me on top of that, $130. Get your OWN plumber / or other appliance installer, NEVER use Sears - they charge YOU the finders fee, apparently.

Two years ago I bought what I thought was going to be a way better lawnmower than what I ever had before. It was a Craftsman Mower, 6.75 Horsepower, self propelled, 21" cut. Model # 917.370730, Out of the box it broke, Little things inside shattered. Took it to Sears, where they fix nothing. Sent to Pittsburgh PA, It stayed for a LONG time. Eventually It came back, and 15 minutes after using it, it broke again. Same things broke! (Remember this fact, you won't believe what happens). I got it back in time to put it up for winter. This year I fire it up, and it is really acting up. I order a tune up kit and a new Blade. After the new blade I take it into the yard and it breaks again! Back to Sears. Now it gets bad. It is out of warranty. I complain that it spent more time in the shop than in the yard. Local Sears guys agree. Off to Pittsburgh it goes! They call after a few days and tell me the shaft is bent and it will cost me $130.00 to fix it. I am furious. I begin the corporate run around. One obscure department head tells me this, "If it (mower) is out of warranty, Sears washes their hands of it." I am given a number to the "Lawn Equipment Recovery Department", the last place I am told, I can contact. The lady on the other side listens, calls Pittsburgh, then tells me I am without satisfaction. She goes on to say that the reason Sears will do nothing for me is because the mower was not in the shop ENOUGH, and that the history she reads about it shows that the same parts were replaced again and again, (DUH), which shows her I USED the mower. (WOW). I ask for some kind of relief, none is forthcoming. I am stuck with a defective product.

This is a major complaint that needs addressed because of the defect in your Kenmore Side by Side refrigerator continues to break. I purchased model 253.5466340A in Nov. of 2005. In Dec. 2006 the water arm paddle broke off when I pushed a glass against it. I was highly disappointed with the quality of the material used to make this piece, a cheap plastic. Since the 1 year warranty expired a month earlier, I had to pay $235.67 for parts and labour to fix it. But I thought OK now this should be good for 15 or 20 years. But I was wrong. In July of 2008 the exact same watering arm piece snapped off again and broke while someone was pressing against it with a glass to get water. This design must be defective, the materials used to make it sub par. You expect a major purchase like this to last years. I was hesitant to buy Kenmore because I didn't think it was known as a strong, dependable brand. However after visiting the store and talking with a salesman I was convinced otherwise and purchased a stove, dishwasher and refrigerator. I'm beginning to regret this. I'm in need of a washer & dryer and was considering shopping at Sears but my confidence is lacking. I cannot spend $235 every year to have this water arm replaced. Your company needs to come up with a new piece that can be installed so this won't happen again. I'm sure you have other complaints from people who have this model, I've read the blogs. This defect needs to be corrected. Please provide a solution to this problem that won't cost me additional monies out of pocket. If I spend $235 to fix this (only to have it break in a year again), it will nearly have cost half of what I paid for the refrigerator to begin with and it is only 3 years old. I would appreciate your immediate and thorough attention in solving this matter. Thank You.

I have automatic payments scheduled to Sears Mastercard to avoid late fees and hassles in general. Apparently, Sears is going directly after folks like me. My May bill was due [protected]. My June bill was due on [protected]! My July bill is due [protected]! My account was credited with a payment on [protected], but I was charged a late fee of $39.00 and late charges on my balance. Of course I called and had the charges removed, which was done, but there are several issues here that just make me sick. The culprit, according to Sears, is a 20 billing cycle to adjust for accounting stuff. I was told by the account rep or whatever she was, that it was due to a 'walking' billing cycle and the way the days of the week were (she actually said this). She also told me I was free to go to their website to check on billing cycles and such. I told her I shouldn't have to worry about a company shifting their billing cycle and that their accounting adjustment was designed to charge late fees and penalties to those of us who pay on a schedule like online banking. This accomplishes a couple of important things for Sears. First, Sears gets late fees and penalties for those who don't look at their bills for whatever reason, thinking that automatic payments have them covered. Sears also charges penalties on the amount owed, so Sears gets an extra month or so in interest charges (but I think technically, they are not interest charges). Also, for those trusting souls who transferred balances at sweetheart deals when credit cards were begging to have you transfer them, they now have to pay the highest rates chargeable for the remaining balances! How's that for rewarding responsibility? Anyway, check your latest billing to see if this rotten company caught you in their trolling nets. I'm canceling my Sears Mastercard, but I think I should at least try and warn the world of responsible consumers that their credit card companies are out to get them.