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Sears Complaints 2949

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S
8:23 am EDT

Sears kenmore central vacuum

I purchased a top of the line Kenmore Central Vacuum System approx. 5 years ago...It was a problem from the start..the estimated cost for install in the store was $100 when it came time for the install it was over $500...all of the piping was already in...we just wanted to move the unit from one side of the basement to the other...meaning one pipe had to be rerouted...on the unfinished side of the basement...I had an indepentant guy do it for $100...The wheels on the power head are always broken..I just ordered my 5th set...I also had a problem where the hose plugs into the power head...the socket burnt out...it should have been a simple fix...but they do not make a $10 replacement part...I had to purchase the entire hose for over $200...I will never buy a Sears product again!

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pelayor123
US
Sep 18, 2018 12:26 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I purchased a Kenmore canister vac. the power head cuts off intermittently, out of warranty so I purchased another one(good suction) but now the powerhead quit working. Don't buy one.

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M G
Aug 20, 2008 12:13 pm EDT

Oh My Gosh, we had the same problem where the hose attaches to the power head, the socket burnt out and we too had to purchase a $200.00 dollar part to fix a $10.00 dollar problem. We are now facing yet again another problem with the power head, the electrical wires have broken and we are forced to try and get a new part or spice and dice the wires and hope they hold. All in all, I would never purchase another Kenmore vacuum system - the whole thing has cost way more that it's worth in the repair bills that we are constantly confronted with and the quality is just not there for the initial investment, buyers beware

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C
5:05 pm EDT

Sears no show for washer repair

Sears Repair Center - have no interest in helping the customer.
Full details of complaint below if you are interested enough to read it all - I was venting my anger so it is rather long! Suffice to say that I have never received good service from the Sears Repair Center. Their lack of understanding and unwillingness to provide constructive help is arrogant beyond belief!

I telephoned Sears on Wednesday to report a fault with my Washer - it took 2 attempts to get through Sear's Voice Recognition Menu as the system couldn't understand my responses! I was told that a repair technician would be out on the following Friday between 1 and 5pm. I received a further call on Thursday - an automated message to confirm the appointment for the following day.
I waited in all Friday afternoon. At 6pm called Sears Repair Center (infuriating menu system again) to be passed on to the department that "looks after" Master Protection Customers.
(This is the gist of conversation - it was long, heated and exasperating...)

Sears: Sorry, you shouldn't have been scheduled for Friday - there was no one available.
Me: But no one told me that!
Sears: I don't know why - the message just says 'no one availalbe'
Me: So what are you going to do?
Sears: The next available service is in a weeks time.
Me: But I have 4 children, I can't wait another week!
Sears: Some people have to wait 2 weeks.
Me: But I paid extra for the premium service - what sort of service is this!
Sears: Madam, other people are waiting ahead of you.
Me: But Sears made a mistake! I've wasted my whole afternoon! By way of apology I should be given a higher priority - not put to the end of the line!
Sears: There is nothing I can do.
Me: (exasperated) But you are Customer Services - it's your job!
Sears: The technicians all finish work at 5:00pm, there is nothing I can do.
Me: (really exasperated) You're telling me that people have to wait 2 weeks for a repair, and your crew knock off at 5:00! Shouldn't they be working more hours to provide a decent level of service? Is this supposed to make me feel better?
Sears: They are only human - they have to work regular hours.
Me: What about my hours! My Friday evening has been ruined waiting for a non-existent repairman!
Sears: There is nothing I can do.
Me:Sears makes a mistake, and you don't want to do anything to make amends! There must be someone you can call to provide quicker service!
Sears: Perhaps you didn't receive a call because you were angry on the phone.
Me: (Absolutely livid) How dare you! How dare you be so condescending! I wasn't at all angry when I phoned for service, I'm only angry now because you don't want to do anything to put your mistake right.
Sears: I am one of the most patient people in this company - I haven't put the phone down or been rude to you
Me: ! (Stunned silence)
Sears: You can try calling back in the morning.
Me: Why do I have to call - isn't this your job!
Sears: I won't be working tomorrow.
Me: What is the number - and don't refer me to that infernal menu system, I want a direct number.
Sears: There is no direct number.
Me: Every company has a direct number
Sears: There is no direct number.
Me: You mean to say that every irate customer has to go thru' that dreadful menu, and then explain the story all over again to someone new?!
Sears: Just call the 1 800 number and ask for Rapid Response
Me: There's a Rapid Response service!? So why can't you let these people know that I am a case for Rapid Response because Sears messed up?
Sears: I am just leaving them a message now.
Me: Why didn't you just do this in the first place! Why do you have to wait for me to get really angry, shout and make a fuss before you do what Customer Services is supposed to do!
Sears: Enjoy the rest of your day
Me: !

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Lisa
Jul 19, 2008 9:57 am EDT

Guess what? Sears was supposed to be here today between 8am and noon to repair my waterheater and guess what? It is now noon and they have yet to call or show!

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Matt
Jul 10, 2008 9:27 pm EDT

I couldn't agree with Catie more. You, Miss Cheryl Kirk, are an inconsiderate a**wipe with no regard to the feelings of the TOTAL STRANGER you are whining and yelling at. Having worked for Verizon Wireless customer service before, I don't recall a single day in my life some brainless ### (such as yourself) would call and yell and scream at me for either, A: Something THEY caused or B: Something another department or rep caused that I had absolutely nothing to do with. When I personally made a mistake, I went out of my way to ensure it was corrected, up to and including coming in early, UNPAID, to do research on their bills just to be sure the mistake was corrected. If I had made a mistake with someone such as you, I'd deny it before God himself. YOU, Miss Cheryl, are THE number one reason customer service in this era sucks so bad, and you are the reason it will CONTINUE to suck, because you adopt a petty, arrogant, whiny, self-righteous attitude about things, AND you have a very big inflated egotistical self-entitlement complex. Just how sad and pathetic do you have to be to take out your frustrations on a total stranger who has likely never even heard of you until you called?

I loved this part of your post: "Their lack of understanding and unwillingness to provide constructive help is arrogant beyond belief!" Well look at the pot calling the kettle black. In short Miss Cheryl, shove it up your a**. I have high hopes that your life will spiral completely out of control, ending with you losing your husband, your house, your kids hating you, and you eating half-eaten ham sandwiches out of a deli dumpster while lice have a dinner party on your scalp. Perhaps then you'll look back on this pathetic little rant of yours and realize you really weren't set back much at all by simple human error, were you?

Good riddance to bad rubbish.

viperbloodstone@yahoo.com

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Catie
Jul 01, 2008 2:23 am EDT

I work in retail, and let me tell you, there's nothing more irritating than a customer who blames you for something you can't control.

There really was nothing he could do. There is no way to over-ride the system and schedule you on a day that is already booked, just because you were inconvenienced. You HAVE to go to the end of the line simply because the system only lets you schedule people on the next available day and time, and that is not the associate's fault. Even if it was some sort of magic system that let him schedule you for a day and time that's already booked, why should the associates have to go through a whole week's worth of people and tell them their appointment has been postponed by a couple hours, just because you were inconvenienced? The whole situation is nobody's fault, it's unfortunate for you and sometimes you just have to deal. It's rude people like you, who just love to blame the employees for everything, who make these associates become immune to angry customers. It's no wonder he had no compassion or empathy, he probably gets blamed for things that are beyond his control every single day. Seriously, even if he really was empathetic and overly apologetic about the whole thing, would that have changed your attitude? Because that is the only thing he could have done differently. People need to have more respect for those that work in retail, because you know you could never do their job.

By the way - people who work in customer service aren't there wait on you hand and foot, they are just as much of a person as you are. They're there because they like what they do and they're trying to earn a living. You shouldn't go around and expect people to solve your problems for you and somehow fix things just to convenience yourself. There was nothing he could have done to fix the situation and as far as I'm concerned, you owe him an apology. I understand your frustration but my goodness, the man said there was nothing he could do. Did you think he was lieing or something? I guarantee you, if you didn't have such an angry tone first, he would have been more apologetic. Trust me - I know. It's hard to feel bad for customers who are being rude. You can't be a jerk to somebody and then get mad at them when they're rude back.

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J
Jun 20, 2008 3:54 pm EDT

I couldnt agree with you more i am so infuriated by their incopentance and unwillingness to make mends for THEIR mistakes ... they appologize but what are words without any action ... take action and show your customers how sorry you are you freakin ###s

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L
9:02 pm EDT

Sears nothing but problems

Bought a Kenmore french door bottom freezer. 13 months ago. 3 months into the purchase found it made huge noise. 13 months later the control panel is flashing away and the flap for the ice dispenser is flapping away and generating noise.

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6:54 pm EDT

Sears warning to anyone purchasing a washing machine from sears

This is a warning to anyone who has purchased a washing machine from Sears.

I have recently discovered that it is Sears policy to take away the shipping bolts that are fitted to washing machines. These are fitted to prevent internal damage during transport, but should actually be left with the customer as they need to be refitted if ever the machine needs to be moved (e.g. when moving house).

Sears informed me that the reason they take these away is because some customers were refitting the bolts needlessly and thus causing damage when they try to operate the washing machine.

However, who knows how many machines have been damaged when people move house but, because of Sears' policy, don't have the shipping bolts available to refit to their machines? Presumable by this stage though most machines will be out of the warranty period so Sears won't have to do anything about it.

It took me about 5 frustratingly long phonecalls to Sears Parts department to establish this and to get them to send me the shipping bolts, which should have been delivered with the washing machine in the first place. However, they have refused to send me the wrench (used to tighten the shipping bolts), which should also have been delivered with the machine. My last conversation was with one of the rudest 'customer service' people I have ever spoken to, who worked for Sears Parts Direct.

If you have bought a washing machine from Sears and think you might need to move the machine at some point in the future, my advice is to call up and insist that they send you the shipping bolts for your machine, as well as the wrench to tighten them.

They will try to charge you for these parts, but as they SHOULD have been delivered with the machine in the first place and will be listed in the machine's manual under 'parts and accessories', you should argue to get them free of charge.

Perhaps eventually Sears will change their ridiculous policy of taking these things away in the first place.

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Searspartsguy
Vail, US
Feb 15, 2009 6:56 pm EST

The bolts are actually not provided by the manufacturer and are installed by the technicians before they move a unit and are taken by the technician and returned to the manufacturer to be reused if you do call and complain enough you will probably get a free set ordered and sent to you but not neccisarily nor is there and reason that there should be one sent to you except for customer satisfaction.

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K
10:02 am EDT

Sears warranty for freon not honored

Hi there, our fridge(an expensive model) purchased in '2000 on our Sears card account, broke just before this Easter 2008.

We called a technician from Sears, and he came out and told us that the freon(which keeps the heat out) had evaporated through a small hole somewhere, and that this particular problem was covered by warranty for 10 years. He left, and was going to file a report, and then we would hear from the company about replacing it etc.
We waited until the end of the week, and after not hearing anything from them we contacted the company about the situation, and we were told that we would need to produce the "purchase order number" in order for something to be done, even though they had the purchase date of December 9, 2000, and even the delivery date of December 15, 2000.

We are a military family and have moved since we purchased the fridge, and have such misplaced the original purchase order, and since we are unable to produce it, Sears will not honor the warranty for the freon of 10 years. My husband and I have been calling non-stop to different branches trying to locate the purchase number, or to trying to trace the number through the credit card, but have been unsuccessful, as the company is unable to pull-up the records because of the length of time. However, we as consumers are expected to keep a purchase order from 7+ years ago, but a big company like Sears is not...to me this is asking alot of consumers if Sears is not required to!

So we made a last ditch attempt today and called Corporate Customer Service, and we were told that Sears would not be able to do anything about our situation unless we produced the original purchase order number. So after receiving no satisfaction, we are going to pay off our Sears card account and boycott Sears. We realize that we are only a drop in the pan for a huge corporation like Sears, but we also intend to tell others about what they have done, and let's face it word of mouth can be very powerful!

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savy2.o
Saco, US
Sep 18, 2009 12:32 pm EDT

FREON is NOT COVERED... Warrenty Clearly states. MECH parts... freon is NOT a Mech part. hence NOT covered under warrenty...Talk about people trying to get something for Nothing...

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V
4:20 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears unforgettable experience

01/01/05 - Original refrigerator purchase date. Cost: $449 + tax/fees = $535.29

06/24/05 - 1st service call to repair. Appears not to cool properly and moisture on floor. Technician instructed me on usage and was unable to detect location of leak. Stated high usage and humidity from weather as factors.

06/27/05 - 2nd service call to repair. Leaking continues. Technician found drain tube too short from factory/added drain tube.

05/29/06 - 3rd service call for repair. I noticed wood floor uneven in front of refrigerator. I pulled out the refrigerator and visably saw water damage. Called One Source who agreed to send technician to inspect leak and damage. Since out of warranty period, One Source agreed to inspect. Repair technician stated found drain line not properly repaired by last technician. One Source agreed to repair. I also called floor repair company. I asked One Source for a replacement refrigerator due to ongoing problem and offered to repair floor myself. They indicated they would only repair refrigerator and also repair the floor. Obtained an estimate.

Note: Floor Repair Company stated that damage appeared to occur from slow leak and passed through wood floor. Sub floor was saturated and then began to cause upper floor to warp and expand. This damage took 1 year and 5 months to detect.

06/01/06 I repaired sub-floor. I treated the black mold under house. I replaced the damaged insulation. Carpet Express made repair made to floor for $495 (exceeded cost of refrigerator).

Current Events:

03/01/08 1 year 8 months later. I noticed the same problem. Pulled out refrigerator and saw severe water damage. Went under house and same mold problem as before. Same wood boards in kitchen are again damaged.

03/04/08 Called One Source and spoke with Sr. Customer Advocate, Elaine. After much discussion, I offered to repair all floor damage and asked for a replacement refrigerator as this one Sears is unable to repair. Elaine stated no. Would only waive the trip fee for a technician, and would pay for repair up to $100. Also offered me a 10% product discount I would have to pay for and request reimbursement. I asked for a manager to return my call and was assured that Ms. Christ Stroup would call back in two business days.

03/04/08 Call made to Sears Holdings Corp in Hoffman Estates. Transferred to Judy, Exc. Customer Relations in North Carolina. She stated she could not help me and to wait on a return call from One Source.

03/06/08 At 8:00 PM, I called One Source to Jerry (ID 60206). He said Ms. Stroup had left early and would not be returning my call until maybe next Tuesday. He stated there was no supervisor/manager that I could speak with.

03/06/08 At 8:30 PM, I called local Sears store manager, Jerry. I explained the 'situation' and he offered to call One Source to see if he could get a return call to me earlier.

03/07/08 Received a call from Oscar at One Source. We discussed my refrigerator problem and I asked to speak with a supervisor. He stated one was not available but he indicated the next step would be to send a technician to my home to inspect the floor damage and verify a water leak. I said I was not desiring a repair and would not pay for a visit. He waived trip fee and repair. He told me to call One Source back after the visit.

Later Store Manager Jerry called to see if One Source called.

03/08/08 Sears technician Robert (ID 0617829) at home at 9:45 AM. He stated 'only check for leak/and floor damage'. He was confused why One Source wanted him here if I did not want the repair.

03/08/08 Phone call back to One Source to Charity. Then to, Rosalyn who instructed me that she had management power and would not replace the refrigerator. This is the rudest person I have spoken with. We had a lengthy discussion. She said we had talked enough and told me to call Loss Prevention at [protected] and to call Legal at [protected].

I called Loss Prevention. Got Terry, Security. He said he only handled theft and in store issues.

I called Legal at [protected]. Got Mary in the recall department. Went ahead and inquired if there was a recall on my refrigerator. None cited. I returned a call to One Source to Mike (ID 602714). Discussed situation and he said the final decision was not to replace product. He offered to repair product and that I would have to go through the Claims area to request repair of damage floor.

03/10/08 8:00 AM, Called Corporate Office in Hoffman Estates. Was told no one there could talk to me. Transferred me to a number that was closed. Called back to Corporate. Told by same person that she could not give me the number but only transfer me. Waited until 9:00 EST for the office to open at 8:00 CST. Called back to Corporate and was transferred to Highpoints, NC to Sally at ext. 12008. Explained situation. Stated there was nothing she could do. She transferred me back to One Source to Charles. He read my my case notes and stated that someone could return my call in two business days...

03/13/08 Mailed certified letters to CEO Bruce Johnson, Sears Holdings Corp.; Edward Lampert, Chairman of Board of Directors; Governor's Office of Consumer Affairs, and Better Business Bureau.

03/17/08 Letter delivered to Bruce Johnson at Sears Holdings Corp.

03/17/08 No response from One Source. Called One Source and spoke with customer advocate Ann (ID 49542). She stated no further no decision she could see regarding replacement refrigerator or repair of the floor.

03/25/08 Called Sears Holdings Corp. at Hoffman Estates. I was never able to speak with anyone at Sears Holdings at Hoffman Estates. I asked who Frank Johnson was (signee of certified mail) and was told they could not provide me with that information. After 11 more phone attempts, I was finally transferred to the Executive Office of Letters and Correspondence in North Carolina. I provided my name and the gentleman able to tell me that my letter was logged in and a Bridgette Williams stated in the notes 'No Further Action Needed'. I have been given a new case number of 1910534. After complaining that I have not been contacted to discuss my case, I was transferred to One Source to a Marshila (ID Badge [protected]). After a lengthy discussion, she received authorization to provide me with:

1. A $100 gift card and a 10% product discount, OR

2. Waive the trip fee for a technician and repair up to $100.

I stated I would consider this and call her back on 3/28, my original 10 day deadline given to Sears Holdings in my certified letter.

Additionally, I was provided the phone number of TSRT and spoke with a Jen (ID 55440) regarding the repair of my damaged floor. After a thorough explanation about my problem, she stated Sears was not responsible for the damage due to it occurred out of warranty and I must file a claim with my home owners insurance. I informed her that Sears previously had repaired my damaged floor out of warranty as it was due to the same problem that Sears did not repair. She again stated that Sears was not responsible.

03/28/08 Reluctantly, I phoned One Source to accept, what I believe to be an inadequate resolution, offer of $100 and a 10% discount. The local Sears store was have a sale on 3/29/08 of 15% off appliances and I could use the discounts together and the gift card and come out o.k. I spoke with a Sheldon (would not give his ID number). He stated that there were no notes from Marshila on 3/25/08. I was amazed! After a 30 minute conversation, he believed my plight and the $100 and 10% discount. He transferred me to Sonya in Processing at One Source. She explained that she would send me a gift card for $100 She explained the discount. I was to purchase the refrigerator and call One Source to receive the 10% discount which would be applied to my credit card or mailed as a cashiers check if I paid cash. She explained the discount. I then lost the signal on my cell phone. O.k.

03/28/08 I called the local Sears and spoke with Bob, not a manager for in the administrative office. He stated the sale at the store. I the gift card coming to me in the mail. He said the store manager, Jason, could go to one register in the store and give me cash for the gift card, then void the card, then apply the cash to my Sears credit card. He also stated that I should come in Saturday to take advantage of the 15% off sale and then get the 10%. O.K.

03/29/08 Arrived at the local Sears store. I selected a refrigerator. I opened a Sears credit card account. I purchased the refrigerator. I received the 15% sale discount and scheduled the delivery for

4/18/08 to make sure the gift card arrived and was applied as stated. I called One Source from Sears while with the salesman. I explained that I was calling to receive the 10% credit to my card.

After being transferred to Processing, I spoke with Rose (ID 65478).

I gave her my credit card number and sales check number.

Now, she tells me that she is unable to give me the credit on my card until the refrigerator is in my house. What? She said that just purchasing the refrigerator was not enough. I must accept delivery of it. After discussing this, I indicated that I was waiting to accept delivery until I had the $100 gift card and that it was applied also to the balance on my card. I then said, what if I pick it up, can I call then. She further stated that I could not call until 24 hours after I accept delivery or pick it up. I leave the store unsatisfied. Sears has not be forthcoming. I will continue with my complaint in Bibb County Court.

I arrived home to find a letter from the Governor's Office of Consumer Affairs. That have forwarded my complaint to Sears at Hoffman Estates, Illinois to Linda Evans, Claims Consultant in the Customer Support Department.

03/31/08 After one full month of exhaustive attempts to resolve this matter, I am filing a Statement of Claim in the Bibb Magistrate Court, Bibb

County, GA.

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Gin Collum
US
Jan 25, 2014 3:28 am EST

that is crazy but I hope u purchased the ppa protection plan so u won't have this run around again..and no sears isnt responsible if your fridge is out warranty.

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scooterdod
Sep 11, 2008 11:37 am EDT

Is what you need to know is every sales person in sears accept cashiers, , , are Comission only they start you out @5.75 then with your commision it adds up to be ?so they say over $8.00 per hour if they just paid per hr sears would be a better place but it's push, push, push for the sales no matter what! !

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John Ford
Jul 10, 2008 10:08 am EDT

I made a purchase and decided to upgrade to a large tv They debited my account and then said they could not process my purchase then told me it would be 48 hours before my money was credited back to my account . I talked to 10 people then called the [protected] spoke to some liar by the name of larry who told me he would get to the bottom of this refund matter . he did he had the sale rep Ray call from springfield mo. another liar . Got a call from Jim henderson told me my fund were transfered into my account went to the bank when I called him back his whole story changed doesnt sears have anyone that knows how to tell the truth ? It is two days later it took them 5 seconds to take my money 7 day to return it . Did I just fall of the turnip truck . I would do no more business with sears as long as I live and anyone else with problems like this will agree sears needs closed down or they need to deal with the customers with honesty.

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M
2:26 pm EDT

Sears late fee charges

sears credit card charges $39.00 late fees when you pay on the due date ? get that they say that even though our time frame was 1 hour behind them that we have to suffer. that is wrong if i am paying my bills on time in my time zone we shouldnt be charged please help to see this corrected with all the people unable to pay there bills you have someone like me in these times that does pay even if it is on the due date and they take advantage of you thanks marty welsh

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donald miller
Sep 28, 2008 12:59 pm EDT

I have always paid my bill on time or ahead of time.. Just last week I received an e-mail that I was over my account limit..I knew this was wrong because I was a long ways away from my limit of $12, 000. My statement showed a balance of a little over $5, 000 Then I noticed my limit had been dropped to only $5, 000 instead of the 12, 000 I would like to know who changed this and exactly why .. I dont want to hear bullcrap about any late bills because there have not been any..What next with this outfit?

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najita
Jul 21, 2008 2:39 pm EDT

Sears is the worst. We sent payment -- for entire bill --less than $50.00, 8 days before due date, and they credited it the day after the due date. customer serivice said it was due to "Postal Service delivery" issues. WE closed the account, after having it for over 31 years, and do not even SHOP at Sears any more. THEY lost us as a customer.

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Sandra Chavalia
Mar 27, 2008 2:33 pm EDT

Did you threaten to close the account? I had a similar experience with J.C Penney. When I said I'd close the account, they offered to take the charge off. Sure enough, it was credited back to me on my next statement.

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8:39 am EDT
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On 3/12/08, my wife and I were fleeced by the Sears Auto center at Cherry Vale Mall in Rockford, Illinois. My wife took our vehicle in for a simple alignment, which she was quoted would cost $69.99. Our primary mechanic had already checked out the ball joints a week ago and confirmed that they did not need replaced. He recommended the alignment, though...

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8:36 pm EST
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I bought an Elliptical Exercise machine from Sears in 2006. It Broke within three month of the purchase. Six breakdowns later and two promises to replace the machine, and I'm writing because the thing has been broken more than I've used it. This Wednesday March 12 2008 will mark the 12th day of missed work waiting for the repair man. For me. this is a...

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5:41 pm EST

Sears overcharged!

The 21st of March I will send my last payment to Sears. I was late two times and they raised my rate to 32%. I talked with them and told them the circumstances and asked them to lower my rate. They refused. After years of being a Sears customer, I will never do business with them again because I know for a fact that other companies will respect a long time customer and negotiate a lower rate. I have done this for myself. Sear's attitude says that they don't care about keeping customers.

I'm going to make sure that my voice goes out loud and clear to every one I know to stay away of Shoddy Sears.

Thanks,
Paula Gramlich.

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Gin Collum
US
Jan 25, 2014 3:18 am EST

Really how did you talk to sears when Sears only helps get you the card and is own by citi financial and hsbc!

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M
2:38 pm EST

Sears damage during delivery to home!

I purchased a new Kenmore refrigerator from Sears which was delivered on 22-26-07. The delivery company movers were rude and did not speak English so I could not tell them to "please stop!" They gouged and scraped the paint off my newly painted front landing, muddied the carpet, and gouged and scratched my new kitchen linoleum when they did not use a dolly on wheels; They dragged the fridge across the living room and kitchen to the far side kitchen window. They then repeated this action to remove my old fridge.

The new fridge was filthy! As if it had been sitting outside in the San Diego October wildfires. It had multiple small scratches all over it and ballpoint pen markings. It was also missing the dairy door to the dairy section of the fridge.

Adam Churchin of Sears refused to pay to repair any of the damages done to my home and despite calling the customer service center every 2 weeks I have not received a new, working, undamaged dairy door.
(In January, they did send me a dairy door which arrived broken as it was shipped in a box with no padding/bubble wrap).

Sears has told me that if I wish to have my money refunded I must return the refrigerator. However, they are not going to pay for a pick-up nor are they going to return my old fridge to me. My old fridge was working fine- I just wanted an upgrade.

1.) Don't purchase appliances from Sears as they sell incomplete merchandise that is broken or missing parts; use third-party contractors for delivery who don't speak English; and will not repair or compensate you for damages done to your home during the delivery.
2.) Take a video of your home- the floors, walls, appliance you are having removed etc. BEFORE the delivery men arrive so if any damage is done you have visual proof.

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long live tennis
santarosa, US
Aug 17, 2010 1:47 pm EDT

do not let the rebate from Sears fool you, it's a joke. They tried to lure you in to buy their product and used many possible thing to let the rebate go. And if you spend time to contact them, they will say it will take 3-4 weeks to get the check but actually it take them 3-4 months to arrive. Better go for Home depot or Lowe's

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datch1
US
Aug 04, 2014 3:57 pm EDT

Absolutely. My BBB complaint (unable to get refrigerator repair for a YEAR) is supposedly "assigned" to Adam Churchin. I have not heard from him. I have left voicemails and emails. No response. No contact. No effort. No anything. Sears---and for that matter, BBB, which I now understand is as corrupt as the rest--is an unethical corporate monster.

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Nick M
Nashville, US
Nov 13, 2009 7:18 pm EST

I filed a claim with the BBB because I purchased a washing machine from the Sears Outlet that did not come with a necessary part needed in transporting the machine. I moved 2 years later and damaged the washer because it didn't have this part and it was out of warranty. No help from Adam Churchin on this either!

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5:58 pm EST

Sears unauthorized repair!

Repair man came out to repair a 6 1/2 year old electric dryer. When I scheduled the repair on the internet, the email verification stated that the repair man would go over the charges with me. I had my husbands caretaker at home with my husband when he arrived. The repairman came in, went to the dryer, went back to the truck, came back in and handed a receipt to the caretaker, fixed the dryer, went outside, came back in with another receipt and handed to the caretaker who signed the receipt. She thought the repairman had called me for authorization when he went outside. He did nothing of the sort. He just fixed it without saying anything. The repair bill was $268. For a couple of hundred more dollars I could get a brand new dryer at COSTCO with a 2 year in home warranty. I never had the chance. Talk about getting blindsided. I called the "Executive Team" and spoke to Sylvia who was not only rude but tacky. She "insisted" the charges were approved. Too bad I nor my husband were ever told of the charges. I tried calling the service center twice and they will not return my phone calls. I have a call into the General Counsel. THE BEST PART IS THEY DON'T KNOW I HAVE VIDEO SURVEILLANCE IN MY HOME AND CAN PROVE HE DID NOT TALK TO ANYONE. I am going to dispute the charges on my credit card, file a complaint with the BBB and NEVER shop at Sears again.

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Dave
Jun 29, 2008 10:41 am EDT

I reciently went and bought some cloyhes from sears, approx. $400 worth, I was aon a bargain hunting trip and when i seen a rack that said 50% off I bought, I did not realize that the rack had two sides to the sign that were the oposite, some of the clothes were 50% off and the other side said the regular price, but the 50% off was exactly the same as the regular clothes just on the other side of the rack, confusing? well you had to be there. Sears is big enough to get their sale racks apart from there regular racks, but then they would not be fooling the public into buying, well let me tell you something Sears I walked away from the $400 deal, and you will never see me again, when i ased to speak to the manager she told me that I was suppose to look on both sides of the sign, all the clothes were mixed up people had been going through them and put them on either side when they replaced them, regular and sale mixed up on the same rack, the only way you could tell was to take it to the checkout to see if you had a sales item or not, really good business SEARS.

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MARY
Jun 04, 2008 8:51 am EDT

I completely agree, I had a similar situation with sears last week when the repairman checked my stove for a rutine check up he told me that a burner was burned out and that I would have to pay him 379.00-389.00 so that he could fix it. When I told him that i could not afford to get it fixed he got very upset and a couple of days later when i was about to make lunch for my 2 year old I discovered that nothing on my stove is working, not even the oven. I spent over a week trying to get them to come back and fix it and they told me that they will send someone out in a week or so to verify that damage was done and that after its been verified i will have to wait for another department to decide if Sears is going to fix it or not, if so they will call me to schedule another repairman to come out and fix the stove.

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2:06 pm EST

Sears poor delivery

On December 29, 2007, we spent $1,417 at Sears (Sherway Gardens, Toronto) for a new front loading washing machine ($1099), pedestal ($199), installation ($85) delivery and old machine removal ($50). We were happy with the purchase and looked forward to our new machine that was to arrive on January 4, 2008. As instructed, prior to delivery, I carefully detached the hoses from the old washer and moved it out into the hall to make the job of the delivery/removal people easier. All they had to do was lift it up small flight of stairs (no rail) and out the side door (taken off). When the delivery personnel arrived they wanted to move the new washer in but refused to move the old washer out, despite it being written on the bill "SPECIAL INSTRUCTIONS: PLEASE REMOVE AND DISPOSE OF OLD WASHER". I would not allow them to merely drop the washer off without fulfilling their total obligations ($50 see above). I phoned Sears immediately to sort things out and to my surprise, while I was trying to contact someone at Sears, the delivery people simply drove away. This all occurred within 15 minutes.

After contacting Sears, two new delivery people were sent the next evening. In the meantime, my 150 lb son and I moved the old washer outside. This took us about 5 minutes. The new delivery people easily removed the old washer and easily moved the new one in. While they did scratch and stretch a spot on a new floor, I did not complain as I was happy to have the new washer in place. They placed the washer on the pedestal, attached the hoses and left. I was provided with instructions on how to install it correctly. While I was grateful for their keen delivery, unfortunately, they did not level the washer and on the first wash it started to walk across the floor during the spin cycle.

After contacting Sears again, an installation person was dispatched to properly install the washer (part of the total price included $85 for installation). This individual used my small level but did not want to wait around to check whether the leveling worked since "that would take an hour". After my wife showed him that it would only take a 20 min spin, he did observe the machine with no load and it appeared fine. However, the large yellow sheet that comes with the washer clearly states that it "MUST BE LEVELED WITH A LOAD" to properly balance the machine. This information was provided not ignored. Not surprisingly, once a load was placed in the machine, it violently vibrated during the spin cycle and it sounded like a helicopter was above our house. To obtain a quiet spin cycle, the feet of the machine had to be adjusted each time during the spin cycle.

I was not prepared to babysit an $1100 washing machine and contacted Sears to properly install the washer. The sales people at Sears offered to replace the machine but could not since the model had been discontinued. At this point, I requested a refund. Sears agreed and a pick up date and time was established. Again, I removed the hoses and moved the machine away from the wall and carefully prepared (ice and snow removal from the side of the house) for pick up. When the "pick up" people (the same people as the first delivery) arrived, they came into the basement but refused to take the machine away since it was still on the pedestal.

I contacted Sears and talked to a woman named "Diane" that would not and could not provide the name her superior or anyone at head office. She did give me a phone number for their head office. Unfortunately, I must have copied the number down incorrectly and when I called back and talked to "Christina", she would not provide me with any such number since she did not know of, or have any such number to provide me with. She could and did provide me with the address for the head office. Using a reverse 411, I obtained the phone number for the head office at Sears. I also arranged for the washer to be picked up again –a 12 hour interval on Saturday was the best they could do. I removed the eight ¼ inch screws that attach the pedestal to the washer and lifted it off the pedestal. The next day, two individuals came and within 10 minutes removed the washer and pedestal.

I contacted someone at Sears head office to explain this nightmare and she was willing to refund the cost of the washer and pedestal but not the cost of the installation ($85) or delivery ($50) cost. After my objection, she decided to refund the full cost to our credit card.

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sharon cairns
weslock, CA
Feb 11, 2012 9:32 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

hi i am sending this message to let you know i am not satified with a mattress i recieved in aug. 2008. iT broke down on the sides so sears send a guy out to check it. he said it was completely ruined. it had a 10 year warranty on it. phoned customer service to see what sears would do. they said i could order a new mattress but the one i had purchased was no more so to order another one which i could not find, in the same price. the lady did find one and ordered it. when it came it was a piece of crap so phoned again. they told me to find another one and send this one back after some serious talking. so now i found one but it will cost me the difference which was 81.47 which i paid. the costumer service said i can not change again. Guess what the mattress i recieved is another piece of crap so now i am stuck with a mattress that is no good. i guess now i will go and buy another one someplace else it is so sad as sears used to be good on the returns and guarntees.

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Jennifer Mallett
Apr 30, 2008 6:41 am EDT

Hi I am writing to tell you how unsatisfied I am with your portrait studio, I picked up my pictures yesturday only to find I spent $150.00 on pictures with the workers hair in them, they told me it was my fault I picked them that way, who in their right mind would pick a 10 by 13 wall picture with someones hair in it? But they refused to discount or refund my money. I am very unsatisfied with the service and will not be returning! And I will NOT be telling people to go their! I wish I could have had a better experience I have never been treated so poorly in my entire life!

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Donald Lemay
Mar 11, 2008 10:01 am EDT

To whom it may concern.
March 11th, 2008

On February 27th, i had sent an email to you
customer service for a formal complaint.

details, on feb 25th, 2008 , i went to your service
center in St Laurent, QC on Cavendish blvd.
to get my Jig Saw repair. For ur information , i had
received this tool as a gift from my wife on November
2004. with a 2 years warranty.
Now, tool was still working, but the blade was not
moving anymore. The answer i recv from the
person at the counterwas as follow.

we do not repair these tools, because the parts are to
expensive. Best thing to do, is in the garbage and by
an other one. I was very unsatisfyed with the
answer from the gentleman. I did not want free repair,
all i want was to get it fix.

Now, 1 week later, after giving my phone number,
my address and postal code to your customer service,
and email to Robyn in beleive this is the good way
of spelling, i was adv that my warranty was over
and there was nothing that Sears could do.

Now, i have many more tools from Craftman and
in fact they are very good tools and i am very happy
with these tools.But, my concern is, if i have
problem with the other one, i should put them in
the garbage and maybe buy something else
somewhere at a cheaper price.

For ur information , i am a regular customer
from sears since 1985 ,plus my wife and my son.
We have bought different items at Sears
Fridge, dvd and alsoa brand new TV not to long
ago.
sears use to fix these tools before, because i brought
some for repairs and even a VCR.

Could you please adv if something could be done
in regards to this problem that i have.

tk's very much for your time

looking forward to hear from you.

Donald Lemay
597 7 th avenue
Lachine,QC
Canada H8S 2Z7

feel free to verify my profile

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6:20 pm EST

Sears outside contractor serviced blower and after 15 minutes run time motor seized sears or contractor will not even consider any help

had recall done by outside contractor on briggsand stratton engine after running engine seized neither contractor ar sears will help contractor says they do not take out drain plug tochange oil which could be true but it is the filler plug that was missing but sears nor service people will listen al theysay is I should have checked oil before running what they do not listen is there was oil on start up but it leaked out through the missing plug also they broke of a bolt in cover which they also deny doing i feel i got totaly shafted by sears and the contractor who by the way is not even a reconized dealer for briggs and stratton

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9:26 am EST
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I purchased a new top of the line die hard battery with 3 year free replacement from sears,4 months shy of three years the battery failed,went to sears for a replacement, the checked the battery, which has the date the warranty started, the warranty info and the sears name all over it, they would not give me a new battery because 3 years later i did not...

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5:29 am EST
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Sears sears master protection agreement is a joke

We purchased a Kenmore Side by Side Refrigerator, a Range (Stove), a Range Hood and a dishwasher with an extended warranty for all four items. This $300+ warranty, we have renewed every year after the manufactures warranty ended.

We have had only one service on the dishwasher alone and zero service on any of the other appliances. Over the last four months, the refrigerator has constantly failed, (ran warm, spoiled the food), thus requiring service.

Each service order has a wait time of around ten days or more before a technician can even come out, therefore, we have zero refrigerator for this time and then an even longer time if a part has to be ordered.

Every time the tech arrives, he patches the fridge instead of fixing it or replacing it. This patch / band aid, last for a few weeks before the problem returns.

Today I took off from work for the scheduled 8AM - 12pm sears appointment.

Due to a No Show / No Call, I contacted sears at 10:30 AM and again at 1:15 PM, only to be assured by a customer service rep, that the technician will arrive, not to worry and he will call me when he is on the way to my house.

At 2:42PM, still a No Show / No Call from the technician, I was forced to leave my house (to retrieve my kids from school). I was back home at 3:28PM, to which I found a note scratched on an index card stating 'sorry we missed you. Sears'.

The technician DID NOT call either of my contact numbers to tell me that he was on his way, as promised that he would, in the previous two calls to the customer service rep.

I immediately contacted sears and requested to speak to a supervisor, to which I was placed on hold for over fifteen minutes before the call ended abruptly.

I called back and went through this scenario four consecutive times (for almost an hour) before finally being transferred to a Sharon, who said she was a supervisor. Sharon was not only unprofessional but also lacked the technical attributes to be a customer service rep, let alone a supervisor, she even went as far as saying that there is nothing she can do, and the only thing that I can do is wait for the next available appointment...yes you got it...TEN DAYS LATER.

I explained to her that I have two young kids and really cannot be without a refrigerator for that period of time, to which she made it clear, that it was my fault for not being at home when the technician arrived, therefore I will have to wait for the next available repair date, She then hung up the phone.

Each time I call for service, the customer service reps hound me about doing some home improvements, so just for kicks, my wife stated that she was thinking of some home improvements, in no time, an appointment was scheduled for an agent to come out for the appraisal / estimate, The agent was there at my door, THE VERY NEXT DAY.

In short, sears is no longer the sears we once knew, I will never use sears for any purchases or service again.

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Jolene12
US
Sep 18, 2019 2:31 pm EDT

After several decades of wonderful services with Sears, I am sad to say they have sunk low recently. This is what Sears always did best, SERVICE, in all caps. I have purchased Master Protection Agreements for all of the appliances in my houses, all purchased at Sears in past decades. Wow, what a terrible experience I am going through just now. My almost 20 year old over the range microwave has failed. It is the computer in the machine that failed and is no longer manufactured. So far, I have been 3 weeks into this with no end in sight. The third party repair contractor has clearly stated that this part is not available to him. My MPA should have kicked in and I should have a voucher in my hand which I would normally take to Sears and spend more than the voucher amount for a new OTR microwave. However, the rules seemed to have changed behind the scenes, Sears is trying to locate the part that is no longer manufactured. They are probably trying to refurbish a piece of junk to put in my kitchen. They are refusing to consider my claim until they find the part. Meanwhile, there's smoke and grease in my kitchen with the potential to start a grease fire and they do not care as long as they do not have to put out the funds for the voucher. WOW! Whoever thought Sears would come to this. DO NOT BUY SEARS! It is no longer the same company.

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fix my fridge
US
Jul 23, 2019 2:58 pm EDT

I purchased a Kenmore Elite refrigerator with the bottom freezer. I have had nothing but trouble with this refrigerator. It has been once a year since I purchased this that it needed repair. First repair was the circuit board. Second repair was another part( don't remember what the tech called it). Third repair was the compressor. Now this time after being gone for 5 days on the 4th of July Holiday and coming home to this big mess of a total melt down of everything in the refrigerator I called and have to wait 3 weeks for someone to come out again. When he does finally come out he really didn't know what was wrong with it. He hymned and hawed and just told me he was going to blow out the line for the compressor and see if that fixes it. After 2 1/2 hours at my house he tells me to put a bowl of water in the freezer and wait 24 hours and if its still not froze I need to call back. Well guess what the bowl was still water, so I had to call back. They tell me it will be another 2 week before someone can come out. I said the guy was just out here yesterday and it took 3 weeks for him to come. I told her I can't wait another 2 weeks for someone to come out. She told me she could put me on a emergency wait list and if someone cancels they will call me. Well I'm still waiting for a repairman to call me, by that time it will be July 28 2019 when my scheduled date is. I paid for the 5 year master protection plan and for every repair I had to wait a month for my refrigerator to be repaired. I am just so discussed with this whole process. I will never buy another appliance from Sears again! I don't think the warranties are worth a darn either, with all the time I had to waste waiting on hold to get someone to come repair the refrigerator, waiting for a repairman, taking off of work, I think it would be better to just call a regular repair service and pay for the repairs myself. I just wish I could get my refrigerator fixed and I also wish they would stop with all this energy efficient crap and make a refrigerator that last longer then a year.
Signed,
Discussed

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G Campbell
US
Jun 28, 2019 5:05 pm EDT

THE WORST "PROTECTION PLAN" EVER! Our Whirlpool washer & dryer are only 3 years old. It's been 3 weeks now that we've been unable to use them now. They were supposed to come out to fix them this morning but the repair person never called or showed up. I was told there was no repair person in the area after being on hold for 20 minutes. They're supposed to fix it the first time it says in the contract but they've come out 3 times and it still isn't fixed. They've wasted our time and now we will have to go to the laundromat again this weekend!

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1sb
US
Dec 21, 2018 5:06 pm EST

On Wednesday (12/19/2018) a technician came to my home to repair my dishwasher (so I thought) after waiting two weeks for the part . I used my dishwasher Thursday night. I was emptying my dishwasher when I notice the bottom spray nozzle had pop out and a piece of rubber had came out as will. I call four different departments (some nice some not) and the earliest a technician could come out is 12/28. Now is looks like my dishwasher will not get repair until sometime in January 2019. So much for having a Sears Service Protection Agreement.

sb

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Mona Rhoades
US
Oct 19, 2018 3:29 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I can from this posting board, that my Dad is not the only one to have problems with the poor service Sears provides under the Master Agreement Plan. My parents purchased a Kenmore side by side refrigerator 3 years ago. Dad has renewed it every year.

Each service order takes 10 - 14 days before a technician can come check. Then it takes another 10 - 14 days before there is a part. Before you know it you are without a refrigerator for a month.

Dad just had 5th repair this year. When technician came for 4th visit, he said he was going to report it as non-repairable. But he reported he charged it. That was on October 5th. When no replacement was ordered, we called back in and were told the only solution was to have another repair order. But had to wait until October 18th.

In mean time I wrote letter to Eddie Lampert CEO of Sears on 10/9/18 to express my frustration and disappointment with Sear's service. When I called the Service Department in the Philippines (which was very hard to understand and very loud background). When I escalated and asked for a supervisor, I had to wait nearly an hour. When she couldn't make the situation right, she transferred me to a Christina who refused to help. Insisting she must talk to my Dad even though my Dad called the week prior giving both my husband and myself permission to handle this for him. Being an 88 year old he lost his patience with dealing this a long time ago.

I received call from Ameesia Kenebrew on 10/17/18. She assured me she would make this right and would follow up with me first thing Friday morning.

The technician showed up later in the day on 10/18/18. I talked to him and told him he needed to report the refrigerator as un-repairable. But he didn't know how. He said this was 2nd repair order that the previous technician had said it was un-repairable but wrote it up as he charged the refrigerator. He did manage to get it running. The question is for how long and how long will my Dad be without a refrigerator the next time. They limit food loss and this is 2nd time Dad lost more than they reimburse. Plus they don't reimburse for condiments. How many of you want to eat mayo or salad dressing if it is not refrigerated?

Friday morning came and went with no call from Ameesia Kenebrew. Afternoon came and went and no call. So finally at 4pm, I called her. She stated that since technician got it working there was nothing else to be done. I inquired about replacing due to No Lemon language in MPA. But she refused. I asked to speak to her Supervisor since she can't do her job, maybe her Supervisor can. She said she would put me in the queue for Supervisor callback. That takes another 48 - 72 hours.

Sears service use to be top notch. Today it is atrocious. No wonder they are now filing bankruptcy. I am sure this complaint will fall on deaf ears and Dad will have to continue to live with this lemon.

Next time it breaks Dad may just put it to the curb and paint a big yellow lemon on it.

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murphy5771@att.net
US
Sep 08, 2018 8:58 pm EDT
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Problem started on 8/11/18. Took Sears Tech Chris until Aug 30th before he could come out. Originally I was told 9/4/18! He "GUESSED" that the problem with the frig. might be the PCB (power control board). Ordered the part. He said to call as soon as it arrives to schedule repair date. I received it in 3 days. I called Sears scheduling department and was told I would have to wait until Oct 16th...……. NO NO NO!

On 9/5/18 I called the scheduling department and told them that is not acceptable. They in turn forwarded me to Shirley, in the Sears Protection Agreement Benefits Administration Ofc., whom stated that she was the "Case Mgr." I discussed in length the issues I have been faced with since 8/11/18 when my 3yr.old, $2000 refrigerator, with a $579 Master Protection agreement, stopped cooling properly. She in turn reached out to the scheduling department, and got them to change my scheduled appt. from Oct 16, 18 till the very next day, 9/6/18. This time a second Sears Tech, Bruce, was sent out. He was not a very pleasant person. UNSYMPATHETIC, ARGUMENTIVE, BOARDER LINE RUDE!. I was in the process of trying to explain everything that went down with the frig. and what the previous Tech Chris said, and he kept interjecting during my conversation making me feel as if he was giving me the 3rd degree and trying to see if he could trip me up or something with my words. I finally had had enough of his demeanor and let him have it.

Bruce said it is NOT the PCB. Took back wall in top of frig. apart and said it's the Duct Assembly Multi (Damper door) that is broken. Ordered the part. Should take 3 days. The rescheduling would be the issue as to when he could get back here. I told him that is not OK. He in turn called, ?, and then said he'd be back here on Thurs. 9/13/18. He did not even leave me a Sears Home Services ticket indicating his Tech# or Service Order# along with his Tech Comments on it! The 1st tech sent out, Chris, did leave me one.

Today, Sat. 9/8/18, I received a msg left on my answering machine stating to call the scheduling dept. at [protected] to reschedule. Spoke with Bethany. Said service call wouldn't be until 10/2/18. I told her NO! The tech, Bruce, said he'd be back on Thurs 9/13/18. She said they must have had to reschedule. I asked for the Supervisor. She in turn transferred me to Von, ID# 102855, whom identified herself as one of the Supervisors in the scheduling department. She said she'd try to reach out to the (tech ?) scheduling dept. to see if anything could be done. I asked to speak with the Case Mgr., Shirley, in the Sears Protection Agreement Benefits Admin. Ofc. She said there is no Case Mgr. in their building. Didn't know where Shirley was located at! However, she did see in the computer system where (Shirley) I was issued two checks (which were indicated to me by Shirley that I would be receiving, for food lost and towards purchasing a mini frig. I guess they don't have any signatures associated with such things, or addresses associated with the authorizations of such things...go figure). I asked for the top person over scheduling department. I spoke with Shantee, whom Identified herself as an Agent. She said they don't have any control over the scheduling of technicians. I would have to talk with the scheduling dept. I told her I just did, which is why I requested them to forward me to the Case Mgr. of the Sears Protection Agreement Benefits Admin. Ofc, Shirley, which they obviously couldn't, so they transferred me to YOU!

This has been a very disappointing, exhausting, sickening experience! I have not slept well in over a week now due to all the stress and havoc this has created for me. THIS IS NO WAY TO TREAT YOUR CUSTOMER. The shame of it all is that I used to SWEAR by Sears appliances. The technicians that used to come out to service their customers went above and beyond to please you. And were very professional and courteous. NOT ANY MORE!. Which leads me to believe that I WILL NEVER purchase another appliance, nor anything else from SEARS in the future. I have far too many other things going on in my life to have an absolutely horrendous experience like this has been affecting my well being. Just so sad. You might think about this real hard Sears. Given the situation you are in already in today's market.
PS. By the way, since I have began typing this, I now have received another email from the scheduling dept. that NOW indicates my repair date has been PUSHED BACK by another day. Instead of Oct 2 between 8am-12pm it's now Oct 3 10am-2pm ! ARE YOU KIDDING ME.

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Mikre
US
Aug 08, 2018 10:17 am EDT
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We LOVE our Sears Master Protection Agreement. They have come out, on time and fixed the problem every time. I just re-upped for another two years.

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shameonyousears
US
Apr 19, 2018 8:14 am EDT

This is an email that I sent yesterday. I hope it got to somebody at Sears headquarters that can help me. My guess is that the email address I was given is a dead end email that they hand out when they don't want to deal with customers. When I was on the phone with the department manager yesterday (Robert ID#474890) he told me he didn't have a supervisor. RIIIIGHT. He told me my only recourse was to send an email. So I did, and this is what I sent.

"This issue starts 4 months ago when I purchased an LG oven at a locally owned SEARS store in Steamboat Springs, CO. Bear with me as this is quite a long history.

As told to me by the sales associate at the time of our initial purchase in December, this particular oven unit was purchased by a customer and when the SEARS associates arrived to install it, they found that it was not the right size. This unit was then returned to the sales floor of the locally owned SEARS store in Steamboat Springs, CO. The locally owned SEARS store in Steamboat Springs, CO does not carry inventory. What they have are a few select units for display at their showroom. Because they don't carry inventory, they reduced the price of the returned oven in order to sell it quickly. We purchased the oven a few months after the initial buyer and we were told that it was brand new, never used, and returned only because it was the wrong size. But the item sold to us was damaged. After unwrapping the unit, we saw the smashed top panel, the cord that was pulled apart and exposing the wires, the dented and scratched lower door, the upper door that was scratched and had sprung hinges. We immediately called the locally owned SEARS store and talked to the manager about the damage. He told us that we bought the unit AS IS and that he would not do anything to repair it. I disagreed and insisted upon it being fixed. (If it was an AS IS unit, he would not have been able to sell me the 5 year Master Protection Agreement on the oven.) He threatened to take the unit from us so we filed a formal complaint against him and the store. We were told to contact SEARS regarding the Protection Agreement and start the repair process through them. We did this at the end of December. The first repair man showed up in early January to diagnose the problem and order the parts. After 2 months we had not heard back from him nor SEARS regarding the status of the repairs. We were told to file a formal complaint against the repairman so we did. That removed him from the repair ticket but we were back at the beginning with an oven that still hadn't been repaired. At this time, we looked through the paperwork that came with the oven. There was a large plastic bag with the following contents: an envelope containing the wiring diagrams for the oven, a square of cardboard cut out of the original delivery box which included the original buyers name and phone number, an LG warranty registration card, a pamphlet showcasing the sears protection program with a pocket in the back containing the terms and conditions, a green laminated "Wall Oven Quick Tips" sheet, the LG owner's manual, the LG installation manual, and two receipts from October 2018 showing parts and repair requested for this unit with the words" UNIT IS SMASHED" and "ORDERED PARTS NEEDED TO CORRECT HIDDEN DAMAGE ON UNIT" on them. The damage listed was not disclosed to us during the sales process, yet the owner of the SEARS store absolutely knew about it. (Pictures of the receipts are attached below.) The second repair man showed up at the end of March and diagnosed the problem and went to order the parts, only to find out that the hinges and the mother board for the unit were unavailable. He updated the system with this information and told us to call SEARS to start the paperwork for getting a replacement. Today I received an email with an authorization amount that is not enough to replace the oven that we purchased. You offered $1979.93. We paid $1979.93 plus $158 in tax for our unit (a total of $2137.93) In order to replace this unit through SEARS it would cost $2519 plus $211.60 tax (a total of $2730.60). The difference between what you are offering me and what it would cost to actually replace it is $750.67. That is not a replacement. A replacement is me having the same oven, in my house, at no cost to me. Anything less is not a replacement.

From the beginning, SEARS has been hard to work with. I have made multiple calls each week to inquire about the status of the repairs, to get an update, to file a complaint, and each time I have been on hold or on the phone for 45 minutes to 1 hour. It has been over 4 months and this issue is still not resolved. Just last Friday, April 13, 2018 when I called to move forward with a replacement, the customer service representative I talked to did not process my information. They left it undone and the agent I talked to on the phone Tuesday the 17th had to process everything for me. This was not the first time that the agent on the phone did not process the information they needed to. It was a chronic issue, not something I encountered once.

We were sold a damaged unit, fraudulently labeled as new. I believe the fraud continues with the offer of a replacement at a value far below the actual cost. Today I spoke with Richard (sales ID# 474890) and I was told that he was the department manager and not allowed to override the authorized amount. I asked to speak to his supervisor or someone authorized to override the amount. He said he had no boss and nobody I could appeal to. I insisted on getting a name or phone number of his supervisor so he gave me this email address. I am disappointed by this continuing interaction with SEARS Protection and I ask you to make this right."

I have the same story as many of you on here. The MPA is an absolute JOKE. The customer service reps are a JOKE. I have a log of every phone call I've made to Sears over the past 4 months, the length of the calls, and who I spoke with. Each call lasts 45-60 minutes because I'm initially on hold for 30 minutes, plus each new rep I talk to has to put me on hold for a minute to review the notes on my account. Then they have to find a supervisor to figure out how they can help me, then they promise me the world only to not deliver. So many times I've called and had the rep I'm talking to not write anything down in their notes, or not pass the information along like they're supposed to, or they don't enter the right codes into the computer so my call was pointless and nothing gets moved along. And now we are still stuck with an oven that needs repairs that we can't get repaired, a "replacement" offer that is only 2/3 of what we need to actually replace the oven, and an MPA that isn't worth the money it was printed on. Shame on you SEARS.

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Gary Karl Kaufman
US
Mar 23, 2018 4:29 pm EDT

I recently renewed my MPA and at the same time scheduled my annual service for a washer, dryer and freezer. Imagine my surprise when a tech driving a "DISH" tv logo on it showed up to service my freezer. My window was 8-12 and he showed up at 11:45 and said he knew nothing about the washer or dryer. He said that Dish has a repair contract with Sears.

At 1:45 I called Sears to see where the second guy was...they said they had no record that I'd even made the appt yet I had 9 emails advising me of the service on each item. Three the day I made the appt. Three the morning of the appt. reminding me of the time and three more with the same info 2 hrs. later. I was told they could cancel the washer/dryer and I could re-schedule, but couldn't answer why, if they had no information about my appt. they could "cancel" it. I was told that they had just cancelled it and if and when I decided I wanted to renew my request, I could call back.

Finally around 3:35 the same guy who had serviced the freezer showed up again. Advised there was a technical issue between Dish and Sears and that the information for him to do all three items didn't appear until just before he showed up the second time. He was there to service the washer and dryer - and he did.

Confused? Yes I was - that's why I don't have DISH TV...is a Sears tech going to come and service my satellite dish? A year ago when I called for the annual service I got an independent contractor who advised he was working for Sears.

To top it off, I just got my MPA in the mail and they shorted me 30+ days on the renewal. My current one expires March 25 - the one I just purchased expires Feb 26, the date I purchased it. Not worth the hassle to find out who to contact to get it corrected.

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Karen Shelton
US
Jan 26, 2018 3:52 pm EST

Would not recommend the Protection Service Agreement for anyone. We have had the same difficulty as others here with a major appliance (double oven) down for weeks to up to two months. Incompetent service technicians, and no shows, rescheduled appointments and no one willing to do anything about complaints. Overseas call center that does not speak or understand fluent English and is totally out of touch with what is actually going on with the service centers. With the no lemon guarantee and the long wait for repairs you could be out of a major appliance for months before anything is done. It is simply not worth it. It is not the fault of the customers that Sears cannot hire enough competent repair technicians to service their customers. If they can't provide the service then they should not sell the plans. The supervisor assured me our problems are rare and isolated but the internet is full of complaining customers. No wonder Sears is having to close all of their stores. I came from a long line of family that were loyal Sears customers but now I don't know anyone who has not lost confidence in this company.

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Sears scam and rip off!

We have bought all our appliances from Sears and we have had no complaints until now. We bought a brand new stove that was delivered to our home while I was at work , my husband was home and let the men in little did we know that they have delivered a damaged stove to us. I not having a new stove in over 15 years, I thought it was just me needing to get use to a new stove. I kept trying different things to get my cakes and bars and hams and turkeys to bake right they would get burned on the back side of the stove and be still not done in the front of the stove. I did call the store and talk with the manager and got no satisfaction from that. Now we are having problems with the top burners, they will not light, they click and click because it is a electric start gas stove ( Kenmore) but will not light.

We have had a repairman come out now two times he has to come back again with parts for the burner. We purchased the extended warranty. I have called the sears store again to inform them that their manager did not get back to us after he sent out a inspector to see the damaged stove, that we informed him about, only to find out that he is no longer in that position at that store. I really love the appliances that we have purchased from Sears and we have this one compliant and would like to have a new stove that we paid full price for instead of this damaged stove that someone else might have ordered and we got instead.

I would really like to be acknowledged about this instead of being told that they will have to investigate this and then never getting called back, it is like being nonexistent, and unimportant.

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Albeert
Oceanside, US
Apr 25, 2013 3:10 pm EDT

It looks like the people at Sears are even more stupid for not installing the stove properly like they were supposed to. It wasn't the husbands job to inspect anything. When you purchase something, you should be able to trust the company you purchased it from.

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carhop122
PT
Sep 06, 2012 9:40 am EDT

It look like your husband is a very stupid person for not inspecting the stove while the delivery people was there.

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Duane L F
Choctaw, US
Sep 06, 2012 9:35 am EDT

We purchased replacement windows from sears with a "lifetime"warranty. The windows cost $5700. At the time of the sale we were told that if a window failed, or got broken, they would ship a new window at NO COST. I would be required to pay for instillation unless it was a removable section. The seal failed in a removable section causing the inside of the double pane to cloud over. I called Sears--I was told it'd be $100 to come out and check the window and that I would have to pick up the replacement window AT THE FACTORY, whatever state that may be in--or country. Needless to say, our new siding wasn't from Sears, nor the front door and attic insulation. Sears will not honor warranties--period! Useless to talk to them

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Sears extremely poor customer service!

My husband and I have been a sears customer, especially for tools and appliances, for over 20 years. I will never, never, never purchase another item from sears, and it is entirely due to their customer service. we purchased a top-of-the-line high-efficiency (he3t) washer and dryer from sears in 2002. I have been extremely happy with the product, and extremely disappointed with the service. because I spent so much money on the washer and dryer, and because I have a husband and 2 teenage children, one of which plays baseball, I naturally purchased the service agreement because, according to their website, "a protection agreement can provide you with peace of mind by knowing that if a problem occurs with your product, you know whom to call to take care of it right away." in the 7 years that I have owned the washer and dryer, I remarkably have only had an issue that required service 3 different times. the first issue was with the control panel on the dryer right after we bought it. I got a service appointment scheduled within a week, and it was repaired within 2 weeks - hooray!

The next 2 service issues, however, were a complete disaster. my washer stopped running, and it took 7 weeks to get it repaired. of course a part had to be ordered after the first technician came out to determine what was wrong. the technician never showed up for the 2nd appointment to install the part. after 5 phone calls, I managed to get an appointment rescheduled for the next day (saturday). because I had spent all of friday at home waiting, I had to run an errand on saturday morning. I left my 17-year-old daughter and 14-year-old son at home, with my neighbor on stand-by in the event that the tech showed up while we were out. my appointment was canceled after the tech called and simply asked for me and my daughter said that I wasn't home, and there was no one over 18 currently in the house. it took another 8 calls, and a threat to drop the washer in front of the store where we purchased it, to get someone to come back out that day - with no apologies from anyone from sears. my dryer then stopped working the week after christmas this past december. I called on 12/31, and the earliest appointment I could get was almost 3 weeks later - 1/18. of course, the tech did not have the replacement part that was needed, and it took 1 week for the part to arrive. so when I called after the part arrived (as I was instructed to do), I could not get an appointment for another 2-1/2 weeks. no matter how many different people my husband or I spoke with, we could not get an earlier appointment, nor did we ever get an apology.

The appointment was scheduled for 8-12 on a monday. at 11:45, I called customer service to find out when the technician would arrive, and was told that all they could do was send him a message. 1 hour later, with no response, I called back again, but only got the same response. at 1:40, the technician himself called and said he was on his way and would be here in 20 minutes. at 3:45, when he still was not here, I called again, and refused to hang up until I was told when the technicial would arrive. I was finally transferred to the warranty service scheduling department (which, for future reference, you need to ask for first). I was told that he had just arrived at the appointment before me. at 5:45, when the technician still had not arrived, I called again, and was told that he had arrived at the next appointment before me at 4:40! the technician finally showed up at 6:50 p. m. - now remember I had an appointment for 8-12 in the morning. I was told that I had originally been #6 on the technician's schedule - and one of the calls he had was over an hour away from where he and I both live. according to the technician, all of his appointments were "8-12".

Then, when the tech finally arrived, he informed me that he needed to order another 2 parts! although the technician placed an "emergency order", I was told by everyone I could speak to at sears, that they no longer expedite any parts orders. so, the additional parts will take another week to arrive, and the earliest next appointment I can get is two weeks from now. interestingly enough, I was told by both technicians that parts install appointments take priority over initial service calls. sears, however, told me emphatically that this is not true, and I was not able to get an appointment scheduled any earlier than if I was scheduling an initial service call!

No one that we have spoken with at sears has apologized. no one is able to authorize an expedited shipment when it was the original technician's fault for not ordering the correct parts. no one is able to schedule an appointment that is convenient for me, or even guarantee that I am first on the list. by the way - don't believe it when they tell you the appointments are scheduled on a first-come-first-served basis - the routing department schedules the technicians appointments each day for the following day. so even if you are the first to schedule an appointment on a given day, you could end up being the last appointment. and "scheduled between 8-12" means absolutely nothing.

So, why did I buy that service contract? oh... because it would "provide me with peace of mind" knowing that my issue would be "taken care of right away". sorry, but my definition of "right away" is much quicker than 8+ weeks. do not rely on sears service. the few dollars you may save on sears appliances is not worth the frustration and anxiety you will experience in the event that you need it repaired.

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TomCiosek
Perris, ca, US
Jul 26, 2021 5:13 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

SEARS KENMORE ELITE REFRIGERATOR (MADE BY LG) COMPRESSOR DIED ON 7/14/2021. SEARS EXTENDED WARRANTY PERSONNEL SAID ITS PROBABLY THE COMPRESSOR. THEY OFFERED TO SET UP AN EMERGENCY REPAIR VISIT FOR 7/28/2021. THIS VISIT WILL BE ONLY TO DETERMINE IF THE COMPRESSOR IS BAD. THEY, THEY WOULD ORDER THE PARTS AND WHEN THE PARTS ARRIVE AT MY HOME IN ABOUT 1 WEEK OR LONGER, I WAS TO CALL FOR ANOTHER REPAIR APPOINTMENT. THE CURRENT WAIT FOR AN APPLOINTMENT WAS ABOUT 2 TO 3 WEEKS. HERE IS MY COMPLAINT. THIS IS A REFRIGERATOR AND THE FOOD GOES BAD IN A DAY IF THE REFRIGERATOR DOES NOT WORK. TO WAIT OVER A MONTH TO GET THE REFRIGERATOR FIXED WAS OUTRAGEOUS. I CALLED A LOCAL REFRIGERATOR REPAIR SHOP AND THE REFRIGERATOR COMPRESSOR WAS REPLACED IN 3 DAYS AT A COST OF $600. SEARS OWES ME $600 FOR THE REPAIR BECAUSE THEY DID NOT OFFER TO REPAIR THE REFRIGERATOR IN A REASONABLE AMOUNT OF TIME.

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Michellez Mobile Notary
US
Sep 09, 2020 1:29 pm EDT

Sears outlet sold me a washer that was rusted out! I bought my maytag washer in may 2020 and the damn thing went out (stopped working) in july. a repair tech has been out. i've been talking to customer service and still no resolve. this is horrible. i'm ready to drop the washer off in front of the place. i've been promised a callback and all they do is transfer me around to different departments. the repair tech says he ordered 3 parts. 2 I received and the other on back order. I asked how much longer will it be before I receive it and the csr team says they don't know. go figure! I hate that I purchased from sears

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Patti Larimore
Sep 03, 2020 11:24 am EDT

JoAnn D Samuels has not received refrigerator repair and the name Patti Larimore should be Howie Samuels.

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Patti Larimore
Sep 03, 2020 11:19 am EDT

Sears has not lived up to their refrigerator service agreement with my 89 year old mother, JoAnn D Samuels. My mother signed a $1, 999 2 year service agreement 8/1/2020 and can not get repair of her refrigerator for over two weeks now. Do I have to file a suit against Sears for no contract violation? Respond with service at [protected].

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Clarence ClarenceB
US
Jul 21, 2020 12:48 am EDT

My Oven is a GE Model JKP20B0F2BB, Single Self Cleaning Wall Oven. In June, 2020 a Sears technician ordered part, GE WB08T10002 Oven Light Housing Assembly the second week of June 2020. I have since been informed that the part is not available by any of Sears suppliers. I have called and waited in excess of 1.5 hours or more to speak with a person only to be given another telephone number to call regarding my oven. I last spoke with a person last Monday (July 13, 2020). The person I spoke with advised that because of all the steps taken, I may qualify for a replacement of my oven (Under warranty). The person said that I would receive a call within 3-5 business days from her manager regarding what action(s) is being taken to resolve my oven problem. It has now been more than 8 business days and no one has called me about my oven. Also, I called this morning (July 20, 2020) at 7:00 am MST and was on the phone again for more than 1.5 hours and no one answered. My oven problems was first report in June 2020 and to no avail, my oven problem still exist. I respectfully ask that Sears resolve my situation ASAP. My contact information is Clarence A. Branch, [protected], Email, cbranch1980@aol.com.

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craezy jimi
US
Aug 21, 2019 3:52 pm EDT

well 5 years ago I buy refrigerator to my daughter 2 month ago stop working I call to my handy man he look and he say this is sear warranty is the compressor they have to change it from this day I have 3 technician coming looking and each one of them cannot solve the problem. well my daughter have 3 kids she have to use refrigerator for her m.l.s shuts
every time you call to sears the give you a deferent date different technician we are seek and tire Kenmore company you repletion now is zero because of sears and dear customer don't buy from sears there warranty are no no no good there technician are "clowns" they are no technician they don't no to do noting

lessen dot buy problem go to anther applicants store
thank you

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Melissa Shawver
US
Jul 12, 2019 5:58 pm EDT

My mother-in-law is going through an absolute nightmare with Sears right now. She bought a new refrigerator from them about a year or so ago, and paid for an extended warranty on it. It stopped working sometime around the end of June. She called, the first repair appointment was a no-show, so she called again and finally got a repairman out. He looked at the fridge, said there was nothing wrong with it and if there was he couldn't find it, and left. Not sure if he was insane or what, but the fridge and freezer were WARM inside. All her food had to be tossed. She starts calling them again. Takes FOUR days for her to finally reach someone; according to her she'd be put on hold for hours at a time until she gave up. This time they tell her it'll be ten more days before someone can come out. Ten days. At that point, she'll have gone two and a half weeks with no fridge. This is an elderly lady who doesn't drive and can't go to the store every day for ice and perishables. She had a cooler on the kitchen counter and my husband had to go to the store every single morning to buy a bag of ice for her, and something to eat. It was like a tailgate party, but no fun at all. She finally breaks down and buys a little mini fridge so that we aren't having to constantly bring her ice and food. The ten days go by, and...you guessed it, no call, no show again. My husband calls them yet again. This time they assure us that she's 'priority' and they'll have someone out the next day for sure. Guess what? Yep, no show yet again! It's now three weeks and three no-shows for repair calls. I keep trying to convince her just to consider it a lesson learned and call an appliance repair shop to come fix it and forget Sears and the useless warranty. She instead wants us to take her to the local Sears where she bought it and try to return the fridge for a refund. I'm sure they'll send her packing, but it would be nice if they would at least refund the $400 she paid for the useless warranty on it so she could pay to have someone else come fix it. I feel kind of like Sears is ghosting us or something.

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Deana Metzger
US
Jun 17, 2019 8:24 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

I'm dealing with the same thing for a Father Day gift bought online at Sears and trying to return because it was the wrong one. They are giving me the run around, Customer Service Takes Over 45 min's to just hang up on you and say Call back at a later time, they will not pick up Phone. I hate the online Chat but did it and they said they will send a return Label twice now but haven't. I have the Chat Logs and I'm going to call there Head Quarters and Close my account and I'm going to turn them into BBB because of the Customer service is horrible I would suggest you all do the same that haven't. I have been a customer of theres for 30 + yesrs everything appliance in my house and outside my house has been bought through Sears but I don't know what has happened to this company but they have lost a loyal costumer. Deana Metzger.

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Kimck2513
US
Jun 03, 2019 10:23 pm EDT

We’re extremely frustrated with the way Sears Home Services is currently handling our service call for our refrigerator that’s stopped working. We placed our initial service call back in April and we’re still waiting for our refrigerator to be repaired.

Two weeks after initial service call the technician shows up and after 30 minutes, says new parts need to be ordered and he’ll have to come back.

Next appointment is scheduled for another two weeks out.

Parts show up within the week. Same technician from previous visit shows up another week later – and declares the wrong parts were shipped. Reordering for parts and next appointment is scheduled for one week out.

Parts show up within the week and a different technician now shows up for the appointment. Takes about 10 minutes before she tells us the ordered parts are wrong -!

At this point I’m looking around to see if I’m being pranked. “Correct” parts is ordered by this technician and next appointment is scheduled for 10 days out.

Again, parts show up and now we have the original technician back for the appointment. 10 minutes later….. I bet you can guess what happens next!

We’ve just received another shipment of parts and waiting for the technician to show up for our appointment next week.

It’s now the first of June and we’re still without a working refrigerator.

Attempts at escalating to management has been unsuccessful. Speaking with the complaint department proved to be useless.

We’ve been long time customers of Sears, as well as renewing our Sears Home Services agreement several times over.

We will never, never, never purchase anything from Sears again.

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Bonnie M. Brooks
US
Apr 21, 2019 10:54 am EDT

I too have been a customer of Sears for over 40 years. My father used to take me to Sears and always told me this is where the best tools, washers and dyers are to be bought. I have always had a Kenmore ever since. On April 19, 2019 was the first time I have had the worst service. I purchased the bundle for washer and dryer maintenance service. They gave me a window of 10am to 2pm. The tech finally showed up at 4pm. He then informed me the only thing he was going to do was vacuum out the lint catcher on my dryer and run a cycle on my washing machine. I should him the website https://repair.searshomeservices.com/maintain_clean?sid=HSRxEm8888203342&utm_source=promo&utm_medium=em&utm_campaign=hsr-mnt&bxid=967174122 and told him he was supposed to clean both appliances. He did take the front off the dyer and vacuum and them pulled it out to vacuum behind the dyer after I told him what he needed to do. He never touched the washer. He ran a cycle on the washer and said it was working fine. I asked him if he was going to clean anything and he stated he was a refrigerator repair tech and this was not his job. Then he wanted to charge me extra because someone put the order in incorrectly. I have all the emails where they had to cancel and reconfirm the appointment. He charged me for cleaning the washer when he did nothing. Pictures attached show the condition he left the washer in when he left.

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Sears terrible experience!

After a lifetime of being a devoted Sears customer, I will never do business with Sears again. Bought a $2000 GE refrigerator w/ 5 yr warranty. Had a problem, called Service. My mistake.

2/5/08
Scheduled svc for 2/6 8:00-12:00. Was told that I would get a call after 8:00 am. Provided my cell and home phone #s.

2/6 Appt #1
Got a msg at 7:45 am from the tech, while in the shower. No call back number. Immediately called Svc [protected]. Told them I would be out until 8:30 taking the kids to school, so to have the tech call my cell. However, he came at 8:20 and called my home phone that he was there. Got home at 8:30, called Svc again, who said they would have the tech return. Nothing. Called 5-6 times each time being told the tech would call w/in 30 mins. Finally, at 1:30 I rescheduled for next morning 8:00-12:00.

2/7 Appt #2 & #3
After 9:00 am called Svc who claimed that my service WASN'T IN THE SYSTEM! Had to reschedule for 8:00-5:00. Was told the tech would call sometime to confirm.

Called Sears [protected] to complain. While looking at my log, said that MY 8:00-5:00 SERVICE HAD BEEN REJECTED! Funny, nobody called to tell me. Said that I had to reschedule, so I asked for the (MA) District Svc Mgr. After 10 mins got a number [protected].

Appt #4
I called and was told that the Svc Mgr was not in and to call the 800 number. After insistence, a Jim Louder said that my service was rescheduled for 2/8. I told him that 3 days off from work was unacceptable. He said to schedule service for a Saturday, not caring what I had been through. I insisted on service today, but he would not commit or commit to a call back for yes or no.

So, now I will make it my goal to find someone high enough in the Sears organization who actually gives a rats @$$ about customers, so that they understand why I will never be one again. I will also spread the word so that others don't have to suffer through the Sears Service Nightmare.

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Nixer
US
Oct 14, 2016 4:37 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Same problem with Jim, bought a stove, they sold me a converter kit to adjust to my propane. After 4 repairmen, they said the stove could not be converted to propane. Jim is blaming my gas company for converting it wrong. The liar. I have the name of the repairman who claims he has 2 other stoves like this. I'm thinking of going to small claims court!

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MARIAN O. LANGSTON
Oct 19, 2007 12:00 am EDT

SEARS refused to give me an adjustment for a Craftsman cordless polesaw less than two years old that no longer works. I ordered from Sears a new battery and a new charger totaling $86.00, but it still doesn't work. Sears refused to:

1)make some kind of adjustment for the polesaw either an exchange, or partial refund;
2)refund me my money for the new charger and battery even though I had receipts, stating I had ordered the charger and battery on line this month. The store manager says the individual stores cannot refund online merchandise EVEN THOUGH THE ONLINE SITE CLEARLY STATES YOU CAN TAKE ANY ITEM ORDERED ONLINE AND RETURN IT TO ANY SEARS STORE.
I walked out leaving the pole saw, the battery and the charger. I'm a SEARS "preferred" customer since 1974. Today I canceled my credit card. I will never walk into a SEARS store again. I surely miss the integrity of the "old" SEARS stores. Everything they have is made in China and of course because it's "crap" they can no longer stand behind it.

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Erin
Feb 29, 2008 7:24 pm EST

I sent a $400 diamond necklace in for repair. The repair company Sears uses said that they shipped it back, even providing a tracking number. When contacted, UPS stated that the package was never sent out. So far... 5 months later I am still chasing the missing necklace. No one from the store seems to want to get involved except Loss Prevention, whom I know personally. The jewelry manager is not helpful at all.

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Becca12612
Springfield, US
Dec 06, 2012 10:04 am EST
Verified customer This complaint was posted by a verified customer. Learn more

I too had a bad experience with the repair service at Sears. They are experts at giving you the run around. Have tried for 3 days to get a technician out to repair a water heater. I am currently on the phone with them again. I am so frustrated I am ready to just forget all warranties and pay another professional to come out and fix it. Too bad because we've been long-time shoppers of Sears, willing to pay a bit more for better customer service. Well those days are over. I'll buy my appliances and whatever else somewhere else. I wouldn't buy a pair of panty hose at Sears now.

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shaker65
Virginia Beach, US
Apr 04, 2011 12:51 am EDT
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If the person has a receipt and the warranty for said product is covered under it for a period of time (appliances is usually 2 to 5 years) then the store that they purchased it from is obligated to do something about to repair the product. Citibank/Sears credit services (boy what a joker there), can't even keep or, update their records properly. They are either incompetent, stupid (I won't insult handicap people by saying [censor]ed, the handicap people have more intellengence). I say file a complaint with the FTC & BBB then go to every (and I do mean every) news outlet and social network and nail to the wall. Either way good luck.

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AnnaLise
Collegeville, US
Dec 10, 2008 6:40 pm EST

1. Everything breaks eventually. Unless the product was still under warranty, or you purchased an additional warranty, you are not going to get it replaced. No other store is likely to replace it for you either.

2.There are problems doing online returns in store. I probably could have done it (I work at Sears), but the vast majority of employees do not know how to process an online return. (The store manager at my store doesn't even know how to run a register.) For some reason, the in store computer system does not recognized the online reciepts, even though it is suppossed to. This is, of course, Sears's fault, not yours.

-The pole saw, the battery, and the charger were likely thrown in the garbage. I'm not sure what you were trying to accomplish by doing that. You probably should have taken them home with you and called the online customer service number.

-Sears Credit Cards are owned by Citibank, not Sears. Canceling your Sears Charge has little or no effect on Sears (but may hurt your credit rating).

-Your chances of finding products that were not made overseas are slim to none. You may be able to find some items on specialty online stores, but if you walk into any department store in the country you will be unable to find many American-made items.

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DOUG
Jan 18, 2008 2:59 am EST

if its not in warranty suck it up and move on your fault here 100%

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H wiggins
Dec 08, 2007 5:52 pm EST

You are correct. Sears should call it Customer NO Service. I ordered a washing machine on line and was told that it was shipped out, only to call back two days later to find out if it was delivered to the store for pickup, and was told that it was on backorder. How could it have been shipped out two day ago, if it is on backorder. They will tell you what you want to hear just to make a sale. I got terrible customer service from the 1-800 number and in the store. They had no explanation. They never even said they were sorry. No worries, I went next door to Lowes bought the same washing machine at a better price, and took it home with. It seems as if Sears could learn a few things from their neighbor. I also will never shop at a Sears again.

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noobcycle
Nov 23, 2007 4:13 pm EST

HAHAHAAHAHAHAAHAHA I LOVE THIS ONE OOOO BOY !

SO SEARS WHO HAS THE BEST REFUND POLICY ON EARTH WHO ALLOWS you to drag in your rusted ,broken dented ,non working 1 year old merchandise is not good enough now you want 2 years? well hell why not make everything a buy it once and if it ever dies or has a problem it os forever reefundable ? i mean that way there wont be a single store left on earth? ewhy because no one will be able to sell anything at some point in time everyone will be just shopping to exchange stuff no new sales ever ! hahahaahah

dude get off it stop being a cheap ### buy a new one !
and next time buy a replacement agreement they are for 2 years instead of the regular 1 year store warrenty this is by the way the only time ill ever recommend a warrenty is on power tools ! you can beat the crap out of em and smile when retuning them lol

so now you are going to shop somewere else lol ok well cant wait till u try and return something anywere else its 30 days partneR (: so good luck!

ComplaintsBoard
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12:00 am EST

Sears terrible quality product!

My husband and I were engaged to be married so we decided to renovate our home. Upon completing of construction, our final touch was to add a new dishwasher. We went to the Sears Outlet store in Santa Ana, California. Once there at the outlet store, we asked the associate for help in finding the best machine offered at that store. She directed us to the “Bosch” dishwasher because it was a “best seller” and the one they had in stock, we were told, had only “cosmetic damage” and had been put through the Sears “all-points inspection”. She assured us that the machine had only suffered a small scratch on the front panel and that this was the only flaw; we were reassured that the machine would run perfectly as it should, as if it were brand new. The unit was delivered to our home. The following day the Sears tech came out to set up the machine, after running a test he said the machine was missing a part and should never have been sold in this condition, he said he would order the part, to be delivered to our home, and he would come back in 10 days to get the machine in working order. He turned off water and machine, and said that “in the meanwhile the machine may leak a little water, and nothing more than a towel and a fan to dry it out, I will see you when the part arrives”. That night the dishwasher began to leak more and more water, and this is where our mistreatment and neglect on Sears part began.

Both my wife and I made between 40-50 logged phone calls to different entities of Sears such as, legal dept., corporate office etc. Anyone within the Sears Corp. we called and left messages only to get the run-around and completely mistreated and very rudely spoken to. We have both been long time customers of Sears, my husband has been a “Sears Plus” member for over fifteen years. He and I were saddened and disgusted, at this poor demonstration of customer service. We told your Sears employee that our kitchen was submerged under water from the machine they sold us, the machine that THEIR tech came out to help us set up, had and was continuing to destroy our home. We begged and pleaded with them (many Sears’s employees) to send any one out to help us.

We were told by the Sears employee that this was not their problem and an assessor would be out in 8 days to evaluate the problem. As our home sat in stagnant water, our new construction ruined, soaking and warping, and using our brand new towels and linens that were our engagement gifts to soak up the water.

Our entire kitchen, dinning room, living room, closets, cabinets and wine cellar area were already destroyed and sitting, stagnant, in hot water. We immediately grabbed all of our towels and sheets, any thing within arms reach to stop this destruction to our newly constructed home to absorb the over flow of water. I watched all my antiques and wedding gifts, everything we owned and valued, sitting, soaking in water.

The hardest thing to accept is that all of this could have been resolved in a much quicker manor, if procedures had been taken more seriously and done correctly, on Sears’ part. All of this destruction and havoc would not have ruined what was supposed to be the happiest time in our lives. Instead this whole event has caused me and my family NEEDLESS stress and heart ache because of Sears neglect and misconduct.

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Julie
Feb 06, 2008 12:00 am EST

I wish I could have actually talked to someone in Customer Service with Sears about the experience that I've just had, but anytime I asked to talk to a supervisor or customer service, they would not transfer my call. So, I can't even complain to Sears since I can't even get through to someone at Sears to complain to! Quite Infuriating!

It started when I ordered a refrigerator last December (after mine broke). I told the salesman exactly which size refrigerator and which kind of door opening (Right-Hand). The salesman poked around on the computer, gave me a price, I paid for it and we set up a delivery date of January 12 (It was a special order). I got a computer call on January 11, stating my delivery window was from 11-1pm the next day, so I was happy that I would finally have a refrigerator in my house, since I had gone through the holidays with no refrigerator at all. January 12 comes and half way through my delivery window, I
get a call from Sears stating that they don't have my refrigerator. So, I ask, why was I called with a delivery window just the day before? Of course, they have no answer to my question. They said they didn't know where the refrigerator was. Hmmm... Isn't that what inventory is for? I received phone calls every day with a computer message to call Sears. So, of course, I call them back, go through all the information, my phone number, my address, etc... (mind you, you have to do this EVERY time to speak to someone new), I finally get to a representative, telling my story yet again, only to find out, there was no new information. I question why I keep receiving phone calls on a daily basis to which they have no answer. Then, I finally get a call the following week (about Jan 16th) saying they have my refrigerator and I scheduled the date for this second delivery for January 19th. Mind you, I paid extra to have the delivery done on a Saturday to save some of my time. Ironic now isn't it? So, I have already sacrificed one Saturday waiting for that call from Sears to tell me when it is convenient for them to deliver my merchandise. So, here I am again, waiting for another Saturday for this refrigerator to be delivered. January 19th comes and I see the Sears truck pull up to my house. They start to take the packaging off my new refrigerator when the delivery guy tells me we have a problem. The door opens the wrong way. Rest assured, I can use this "loaner refrigerator" until the correct one is ordered and delivered. I spoke to a Sears rep that morning after the delivery guy talked with them. She told me a supervisor would call me to get this straightened out. I wait for a few days. No call from a supervisor. So, I spend another couple of days waiting on hold, explaining my story multiple times, trying to find out what happened to the supervisor that is supposed to call me. I was told that there was no note in my record to have a supervisor call So, at this point I am livid at the fact that I can't get help from anyone and I am lied to about having a supervisor call. In speaking to yet another representative, I am told I will have to wait another 2 weeks since it is a special order. In the meantime, that past weekend, the exact same refrigerator was on sale at Sears for $50 less than what I paid. I asked for compensation for all of the trouble and time Sears had caused me in these past 5 weeks (mind you, I would guess at this point I had wasted at least 8 hours of my time between waiting for deliveries, waiting on the phone, explaining the story over and over again). I was told the only thing that could be done is to give me a $50 gift certificate to Sears. So, I'm thinking that after all the trouble that Sears caused me, I get a gift certificate and have to shop again at Sears? I find it appalling that I received no help and no compensation for my trouble, unless you count all the times I heard "I'm sorry for the inconvenience".

I am so angry at this point, I spend more time, go to the store where I originally purchased the refrigerator and cancel my order. Of course, this took about an hour since I had to explain to the employee, who had to call an 800 number, then I had to talk to the 800 number until I thought we had everything straight. So, Sears was to come to my house and pick up the "loaner fridge" on January 26th and give me a full refund. Another saturday that I get to wait around for the Sears delivery crew to come by and pick up the loaner. If only the refund included all the hours I wasted of my time on multiple saturdays as well as on the phone.

So, now all I need is to have my money refunded. I wait 10 days and don't see any refund of any kind. I call the 800 number... again, they tell me to call the store I purchased it from. I call the store, they tell me to call the 800 number. I finally convince the store that I am not calling back and forth. They start investigating the problem. Finally, I have a name and a phone number of someone I can talk to about whats going on. They then tell me that there is no record of the "loaner refrigerator" in their system. I think to myself "Of course there isn't". How many things can go wrong with this one item? After a few more phone calls, I am assured that my refund is in the mail. I have not received it as of yet, but hope the refund is the correct amount... although after this experience, I would not be at all surprised if the refund amount is incorrect.

I honestly don't know how Sears can stay in business when they treat their customers in the manner that I have been treated in these past few weeks. One can only hope a company that has such poor customer service will not stay in business much longer. I spent countless hours trying to understand where the disconnect was happening, in between calling numerous 800 numbers explaining my story hundreds of times.

So, I write this letter up and submit it to Sears Customer Service and my response from them is "We apologize for any inconvenience you may have experienced with the delivery of your merchandise. We want to make sure your issue is addressed, so please contact our Home Delivery group at 1-800-SEARS-[protected]) for assistance" which is of course the 800 number that I had called before and would not transfer me to a supervisor or customer service.

This is just the first of a number of appliances that I am going to be replacing and if you read this whole complaint, I'm sure you see where I will not be purchasing any more appliances.

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Lottie Honer
May 16, 2008 9:45 am EDT

I purchased a Sears Washer/Dryer unit in Sept. 2007. Within one week of the delivery, I had the repairman out there. He has since been back on numerous occasions. Just getting him to my house, is usually a good week delay, and then the frequently cancel and reschedule on me too. ANYWAY, the latest problem is going to cost $700.00 to fix. The unit was $1100.00, which Sears has spent more than that to fix this lemon so far. I want a new unit, but Sears told me they will not replace it. I didn't have my washer/dryer working the week of Christmas (and I had a lot of company), now I am not going to have it for the Memorial Day Weekend holiday, and again am having a lot of family visiting. I don't know what I can do. The warranty is up in Sept. 2008, and if (when) it breaks, I am not going to be able to afford to fix it. I am 73 years old and on Social Security with a fixed income. I could never be able to come up with $700.00 to fix this thing.

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Lukroi
Honaunau, US
Feb 18, 2013 11:27 am EST

So the water to the unit was turned off, yet it still leaked water somehow. You didn't question this when the tech was out? Use some logic people! Seems obvious to me that THE WATER WAS NOT OFF! DO you not have some basic sense or knowledge of your own home on how to turn off the water to specific rooms or fixtures? I'm amazed at the lack of common sense from the average consumer.

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About Sears

Screenshot Sears
Sears is a long-standing retail chain offering a diverse range of products including appliances, tools, clothing, and home goods. They also provide services such as appliance repair, home improvement, and auto maintenance. The brand has a significant online presence through their website, sears.com, where customers can shop for their wide selection of merchandise.
How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

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Overview of Sears complaint handling

Sears reviews first appeared on Complaints Board on Jul 19, 2006. The latest review Freezer repair was posted on Nov 1, 2024. The latest complaint craftman replacement was resolved on Sep 19, 2023. Sears has an average consumer rating of 2 stars from 2955 reviews. Sears has resolved 944 complaints.
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Sears is ranked 15 among 67 companies in the Department Stores category

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