Sears
Reviews and Complaints

Delivery team arrived late. Complained that I wasn't standing on porch waiting (92 degree heat). Drug my new KitchenAid range through my front yard (fresh dirt...with mole ridges) instead of going up my driveway...continued after asked not to do that. Brought dirt into my home and laughed when I pointed it out and stated they would make note not to do that on the next delivery. Did not clean the dirt up. Argued that all they were suppose to just was drop the stove...was doing me a favor not to just drop it in my yard. When I stated my paperwork said he would unpack and set it up, he would not comply until he thought I was going to call someone. Left parts of stove on counter without a completing install. Signed to get them out of my home. Mouthy and aggressive attitude left me feeling unsafe to have they in my home. These people should not be delivery people and allowed to harass the customers and frighten them. It upsets me that I paid for this service and felt assaulted by the time it was over.

Linda McCoart
Wake Village, TX

We purchased this refrigerator after researching it thoroughly. After 18 months our freezer stopped working, quickly followed by the refrigerator. We called Sears for service as some parts were still on warranty. We were scheduled for service a week later and we complained about going a week without a working unit to which we were told they would flag it as an emergency call. HA HA. Food was thrown away and we had to plan day to day. At the scheduled appointment time we were told the compressor and condenser had to be replaced. They were LG parts which would be ordered and sent to our home. We scheduled another appointment for 6 days later and at that time neither part had arrived. We were told they were back ordered and they had no idea when they would arrive but scheduled another appointment for 2 weeks from then. We filed a complaint with Sears and were offered $15.00 toward our next Sears purchase to make up for the inconvenience. They were told we would not be shopping at Sears again and refused the credit. Quite insulting to say the least. These events occurred between July 6, 2017 and today July 19, 2017.

I purchased a brand new top of the line Sears Kenmore Elite refrigerator Dec 2015. I have been very disappointed with this frig. The worst frig I have ever owned. The door bins are poorly constructed. Me, my husband and teenage granddaughter use the frig. Therefore it only gets normal wear and tear. But, we have had to REPLACE THE DOOR BINS on the RIGHT door and the LARGE meat drawer at least 12 TIMES. The most recent replacement of the RIGHT door bin being March 2017. That door bin is CURRENTLY BROKEN (cracked) again. We have had to PAY to replace these doors EACH time. The door bin ON the LEFT is also CURRENTLY broken. Very DISAPPOINTED. Would not recommend PURCHASING this refrigerator UNTIL construction of a better DOOR BIN is developed. If I keep this refrigerator I will end up spending more replacing DOOR BINS then I spent purchasing this $2300 refrigerator. HELP, HELP, HELP! PLEASE ADVISE?

At the end of May 2017 I contacted Sears Home Services to set an appointment to repair my Craftsman Garage Door opener. I have a Master Protection Agreement and an appointment was scheduled for June 2, 2017. The technician arrived and determined that the logic board in the unit was bad and needed replaced, parts were ordered and mailed to my home and another appointment was scheduled for June 13, 2017. On June 13 the technician arrived and installed the new logic board, however this did not solve the problem. It was then determined that the drive motor was burned out, so new parts were ordered and shipped to my home and another appointment was scheduled for June 23, 2017. On June 23 the technician arrived to install the new parts, however the motor part was incorrect and would not work in the opener unit due to being wrong size and missing wires and mounting screws. The technician contacted STAC and STAC contacted Chamberlain who is the manufacturer of the door opener. According to Chamberlain the motor part that was ordered was the correct one, but did not match the existing motor and they needed to determine if the correct motor was available. I was told that I would get a call within 5 days and given an update as to the part availability. That never happened but an appointment was scheduled for July 7, 2017. On July 7 the technician arrived but I informed him that there were no parts to install because none were ordered and no contact was made to me by Sears or STAC to give me an update on part availability. At this point it was determined by STAC that the part was no longer available and repairs could not be made. I then called Sears Home Services and was sent to the customer solutions department and I was given Reference number for the replacement of the garage door opener. I was told at that time that I would get a call within 5-7 days with a status update on the replacement unit. On Thursday July 13 I received another incorrect motor part via UPS. So today July 18, 2017 I called Sears Home Services and the recording sated that I have a scheduled appointment for July 31, 2017 between 8-12, this was news to me because I had not received any contact from Sears regarding any further appointments by phone or by email. I then requested to speak to the customer solutions department and was transferred, only to be sent to the garage door installation technicians office in Danville. This was a total waste of time since that office does not handle garage door openers but only the installation of garage doors. I the called Sears again and requested to speak to customer solutions, the CSR then tried to transfer me to that department but ended up cutting me off. My third call to Sears today and finally got a CSR that took my information and the reference number, placed me on hold only to come back and tell me that the Customer Benefits department would contact me by the end of the day. I asked to have this issue escalated to management but was denied that by the CSR, the explanation was that I would get the same answer from management. I do not have any faith that I will get a call back from the customer benefits department by days end. I am very dissatisfied with the poor level of customer service that Sears states is their top priority. This is the worst customer service I have ever seen by any company but their does not seem to be a way to contact Sears management team to get any resolution.

1. Bought Kenmore Refrigerator Model: Kenmore Elite Bottom Freezer: Model 795.74015.411. Bought September 2015 at Coronado Center, Albuquerque, NM...paid $2199.99. Bought Master Protection Plan (3-year) for $379.99.
2. Refrigerator broke down July 14, 2017 (still covered by protection plan).
3. Customer Service REFUSED to send someone out to help us for OVER 2 and a half weeks. I am elderly and diabetic. When I said I needed help NOW, they told me to just go rent a refrigerator. Right-I can move refrigerators around.
4. They would not take a claim for food loss. Said the repairman would determine that - am I supposed to just let food ROT in my house in a broken refrigerator?
5. Hired an independent contractor who said the COMPRESSOR and Sealed System failed. Cost expected at over $600 plus labor to fix. Sears rep said they would only cover $300 if a private repairman fixed it.
6. Everything about Sears is bad. Lied, will not honor protection plan, and lousy service.
Lost a customer for life.

Sears caused my 86 year old mother to have to live out of a cooler for three weeks due to the inefficiency of the service department and not getting a technician out to her home for a refrigerator repair. And, just today, she woke up to another water leakage on the floor due to the refrigerator going out again. Again, she is 86 years old and uses a walker. She almost slipped and fell on the water that had leaked from the refrigerator. Now they are asking her to wait another 3-4 weeks for a repair. The warranty is not worth the money-do not purchase.

On June 11th I had a queen size box spring delivered to my home. Unfortunately it would not fit up my stairs. I immediately called Sears thinking that they would have no issue with me returning the box spring and buying a different one that would be suitable. Much to my frustration and dismay I was told by their Customer Service Representative that since this was my error that they would not return the box spring for 30 days. She instructed me to contact them after 30 days to set up a return. Fast forward 30 days I contacted Sears and was told that I would be charged $69.99 for the return PLUS a 15% restocking fee. The box spring cost me only $139! Ridiculous! DO NOT BUY ANYTHING FROM SEARS! With these unreasonable terms they do not deserve your business and should just GO OUT OF BUSINESS!

Kenmore dryer, less than 1 year old, stopped working. Called Sears repair number, scheduled an appointment, one week out. One the day of my appointment, I left work early to make sure I was home in plenty of time. I never received a called or a service visit. When I called the same repair number, I was told the technician put in remarks that I
Home owner said appliance was working. I requested technician name and company name, was only given ID # 4444280, and company name was Appliance Medic. Company not listed in the yellow pages, and the listing on line phone belongs to a private citizen, not a company. How many times, do I reschedule appointments one week out, meaning I have been at least two weeks without a dryer, taking off work, to get a new appliance repaired?

The first scheduled appointment was July 11, the second appointment is scheduled is July 19.

The requested resolution is to get the dryer repaired. The expectation is that reliable, dependable, reputable companies would be used. The the hope is that customer service still exists, when I called back in, after not receiving a service call, I should not have to wait another week. If it was my error, I could not complain. A technician who didn't want to do his job should inconvenience me by making me wait another week.

I purchased an air conditioning unit on 01/01/2013 that came with a 5-year warranty. On May 16, 2017, I called to have the unit serviced as it was not cooling properly. A serviceman was scheduled to come out on June 6, 2017 and no one showed up. It was re-scheduled for 06/07, 06/07. They came on 06/14/2017 and it was determined that the compressor was bad. A compressor was ordered and delivered to my home, but no one has come out to replace the compressor to this date. I have been promised several dates to install the compressor, but I continue to wait as of this date. Please assist me with this installation as I do not want to go to the BBB with this problem as I feel that it can be easily resolved.

Initial repair for refrigerator was done on June 30 by tech # 0007435 - to fix the refrigerator section from freezing. The next day, and the following days it barely cooled at all and the freezer section was not freezing. Currently temp setting is at 9 for both sections and refrigerator section is barely cool. I called and talked to Akisha to cancel my whole house service agreement, but instead was talked into having a repairman out on Sat. July 8. It is now 9:00 AM Sat and nobody seems to know anything. This is incredibly frustrating and I am furious with my decision to contact Sears.

I purchased a service agreement when I purchased my DGS 6500 Craftsman garden/lawn tractor. I’ve even renewed the agreement several times. Big mistake. Originally Craftsman was the gold standard in Sears tools, but ever since Sears was bought out by K-Mart the quality and timeliness of the service has declined. I give my last encounter as an example. The first week of May 2017 I had a mower belt brake. I called to make an appointment and was told the earliest I could get one was on the 25th. I wanted to go take the mower to a local Sears shop, but was told it wouldn’t be covered. I explained my problem and asked them to make certain a belt was on the truck when it came so I wouldn’t have to wait for parts to be ordered after the next arrival. I was assured it would be. On the day of the appointment the technician arrived, but didn’t have the belt on his truck. It had to be ordered and a new appointment scheduled. The Technician also needed to order additional parts to prevent the belt from braking again. He suggested it would be wise to replace all three mandrel housings, but only two were required for the tractor to work again. The new appointment was scheduled for the 19th of June. On the 19th he was suppose to arrive between 8 AM and noon. He didn’t show because he was too busy with other appointments. He finally arrived around 5:00 PM. He installed the problem parts, the broken belt and the two outside mandrel housings and pulley’s. I was the told the middle mandrel housing and pulley were in good shape. I went out to mow my orchard, but after about ten minutes the middle mandrel housing sheared off. I immediately called Sears again and was told the quickest I could expect a return appointment was on the 7th of July. I explained how long I had already waited and was told that was be best they could do. I insisted the parts be sent to me in the meantime so I wouldn’t have to wait another three weeks for parts to be ordered after the technician arrived on the seventh. After talking to three different individuals I was finally able to convince Sears to mail the parts so they would be available when the technician showed up on 7th. The parts arrived and on the 7th the technician didn't. I was on the phone, mostly on hold, for over three hours calling back several times because I was disconnected. I couldn’t get a straight answer as to why my appointment had been cancelled. I was given two solutions. The first was that I would receive a call on Monday, this was Friday, to reschedule an appointment. From past experience I knew I would be waiting another 2 1/2 to 3 weeks and tried to explain I needed my mower fixed now. The grass in my orchard was now over three feet tall. I asked if I couldn’t have a loaner mower. So for the 2nd solution I was told I would need to go to a website and fill out a form to see if I could be reimbursed for renting a mower locally. I did that, but at the end of filling my out all the information I received the message I would need to wait 30 days for an evaluation. The new Sears is very frustrating to get service. I advise against purchasing a Sears product and certainly against buying a service agreement or warranty. It seems to me they purposely make it difficult with the hope one will just take equipment somewhere else. If it always takes up to three weeks to make an appointment they should contract with more providers and increase the competition so service can be rendered quicker. It might also help to provide a loaner while the service is being processed. Maybe they would service quicker.

On June 7th my hot water heater stoped working. I called Sears to have it fixed because I have a warranty and paid extra money for the warranty. When I called i was told it would be 2 weeks before anyone could fix it. That would June 20th. I waited until June 20th with no hot water and 2 small children in my home. On June 20th the repair man showed up with no replacement pieces and was only in my home for about 30 min. He told me he didn't have what was needed to fix my water heater and they would have to be shipped to my house. He ordered the pieces and told me as soon as the pieces come to call back and he would be back to fix the water heater. The pieces I needed came to my door the very next day June 21st. I called Sears again and told them I have the pieces and I need the repair man to come back. I was then told it would be another 2 weeks before he could make it back to my house. That would be July 7th. Today on July 6th at 12:30p.m. I got the conformation call for my appt on July 7th, I confirmed the appt. At 7:30p.m. I received another call telling me I needed to rescheulde my appt again because they do not have a repair person available for the day THEY MADE THE APPT FOR! When I called I'm now being told no one is available until Aug. 11th. That is 2 months I'm out of hot water! I will never buy or shop at Sears ever again and I will tell every one I know what has happened and tell them they should never buy from Sears again either!

Don't ever buy another product from Sears. Especially an appliance, because they don't stand behind their products. I have a Kenmore bottom freezer refrigerator that I bought in 2011, not cheap either. Since then, the compressor has gone on it three times. It's just 6 years old. I told them I wanted the refrigerator replaced because obviously there is a problem. They said because it's out of manufacturer warranty and because I don't pay $40.00 a month for their service plan that it would only be fixed at my own expense for service call, parts and labor. And they certainly wouldn't replace it either. But they could offer me a discount off a new fridge are you [censor] kidding me? Why would I buy another product from you? Obviously there is some sort of ongoing problem and even the service guy that replaced it last time said there was an issue, I wasn't the only one. Why did they not do a recall? So, when they said they wouldn't replace it, I said well then you should fix it at no charge to me. Nope, he just repeated again the same bs, full charge to me. I am done with Sears and their products! No wonder they are doing poorly and are on their way out of business. Poor customer service and not standing behind what they sell. Bye, bye Sears. I'll give my business to a company who is more deserving of it.

Purchased a new refrigerator four months ago for my vacation rental. It is no longer working. After a placing service call, it will be three weeks before anyone can be onsite to determine the problem.

After repeated calls to service rep. And their supervisor, unable to move service appointment. They don't consider this an emergency not having a refreigerator. This is on the island of hawaii. They won't bring another service technican in from another island, since it is not their direct service personnel. This is a business partner.

Hi This is the third pair of pants that I purchased at the Sears store in Stroudsburg PA (Stroud Mall). My daughter loves the feel and the fit of these pants, HOVERER, there seems to be a consistent problem with them. The information that I was able to locate on the inside tag of the pants are as follows: Simply Styled Women's Pants, [protected] RN 15099. This information was taken from just one of the three pairs bought there. The only difference is the color..They are all the exact same pant except for the color. The zipper of the first pair we purchased broke in just a few days! The pants fit perfectly, they were not tight at all. We thought it was just a bad zipper and paid an additional $12.00 to have a new zipper put in which is operating just perfectly. Then the second pair of these pants had the same exact problem. My daughter really couldn't find any pants that fit her so well and were as comfortable, so once again, we paid a taylor an additional $12.00 to install a new zipper..Those pants are also still in good condition. Lastly, the third pair, unfortunately, suffered the same fate! I am pretty upset that I have to keep spending money on new zippers! They are obviously bad zippers since the zippers installed by my taylor are working just fine. I refuse to keep having to pay for new zippers that cost about 3/4 of the price of the pants! I am not certain exactly how much I paid for these pants but I am almost certain they were approximately $19.99 per pair. I have already spent an additional $24.00 on two pairs and will have to spend another $12.00 bringing the total expense on me to an additional $36.00! I have been a Sears customer my entire life and so was my mother before me! My 5 siblings and I grew up wearing Sears and K-Mart clothing! I have a Sear's Mastercard and make many purchase's for appliances, clothing, jewelry, etc from Sears online and in store. I am a very loyal consumer and I feel that I should receive some form of reimbursement for all of my time, stress and monetary expense. The worst part of this is that my daughter LOVES these pants but I will not be able to get them for her any longer due to the faulty zipper problem! It literally took us shopping at at least 10 different stores before she found "her perfect pant". They didn't turn out to be perfect after all...so sad! Please contact me regarding this problem as soon as possible. I definitely feel as though something should be done to rectify this situation as much as is possible financially. Also, maybe you can fix the problem of the faulty zipper so that people can continue to purchase these fit great, feel great pants...Sincerely, Lorraine T Marcogliese [protected]@yahoo.com [protected] Buckle Boot Road Henryville, PA 18332

I bought a craftsman weedeater from sears in Beckley wv crossroads mall. I paid $130. Took it home and put the proper gas it takes to get started and it would not start. So I took it back to sears to get a refund. They would not give me a refund. They offered to exchange it but I only had it 3 days. Didn't want the hassle of going back and forth because we live about an hour away. The manager refuse to give me a refund. I did not even get to use it one time and can't get a refund. That's alot of money for someone on a fixed income! very upset with sears and I've went to sears for years. But not anymore!

Serious Complaint:
My husband and I brought our tires with insurance from Sears around November 2016. We notice a flat tire and called Sears on 07-01-17. Even though, there were 5 people ahead of us, he was told to bring the car in. We took the car in to get the flat fixed, as well as, an oil change to 6501 W. 95th St. Chicago IL Ridge Mall 6630 and thought Sears Auto Center fixed the flat, but the next day Sunday, the tire was flat again, as if only air was put in the tire. This is the second flat with these Sears brought tires. We wasted time and gas taking the flat issue to Sears Auto Center. I'm so very disappointed in this Sears Automotive Location. First, we had to wait 4 hours and we did it patiently (time in 12:32 pm, out 4:13 pm order# 112037, by 652479, Ref# IN6112037) to later find that they did not even fix the flat. Second, the tire flat was not noted on the paper work, by the customer service tech. Worst of all, the customer service tech, put the incorrect name on the paper work, she put my daughters name and address instead of mines. This means that the real issue was ignored and the only focus was the oil change. This being the around the holiday, we were trying to get this taken care of. This shows very bad customer services for this location 6501 W. 95th St. Chicago IL Ridge Mall 6630. My daughter told me Sears automotive had very bad service, but I did not listen. I witness first hand and ignored, trying to give the benefit of the doubt, when another customer was told she had an appointment, but it was not put in the system. I’m very upset, because I trusted Sears to fix the issue after I made a $800 purchase buying their tires and insurance on my Sears account.

Very Disappointed Sears Customers,
Dominique F/ George Hudson
[protected]
[protected]@msn.com

I leased at K-Mart a couple of years ago. I received a card Lease It, that stated I was pre approved for 1000.00. At K-Mart I was advised of the amount to pay, when to pay and for how long. At sears the girl never mentioned anything about returning or by out. I called why not lease it, spoke to some girl for 15 min, asked for her supervisor 5 min later Manuel spoke to me. Said I only have one account and I could buy out for 260.00. I have already paid 1300 for a 500 item. Twice my bank gave me temp credit for both. Then they are back again taking double payments again.
I would like credit for the account I don't have, and resolved as to the other account as paid in full. My credit is ruined. My checking account was overdrawn 296.00 because of it. My client (my daughter)recently passed away and I have not found new employment.
Sears claims they have no affiliation with them. I stopped payment on 5-21-17. charged back

I purchased a HVAC system from Sears on May, 2. The sales person first gave me price that was about three thousand higher then we got from another company. To “ match the price”, he spent some time on the computer and “reduced the price” . We had to pay before- reduction- amount that was 10, 021 dollars. The reduction consisted of two parts: 1. rebate from the manufacture in the amount of 750 dollars ; 2. Contract reduction : 501 dol. The system was installed on May, 4.
We waited, as we told, four weeks. After that, we wrote a email to the Sales person to ask about rebate and reduction. By that time, he Had not submitted any papers.
He thanked us of had reminded him. Time passed, but nothing changed. After 4 or five calls, we got a refund in the amount of 501 dollars., but we did not get a rebate.
For four weeks, we have been emailing each other. In the beginning, he said that the Carrie rep had said “the rebate process” will run smoothly.”
I started realizing that something went wrong, therefore called Customer Service many times. Finally, only through the Customer Service, I got in touch with the sales manager. He told me that he would find out why the rebate had not gone through and call me back. But he never did.
This morning, I got a email from the sales person. I am quoting: “I re-entered the numbers, and each time it stated "rebate not eligible". Even had my manager look at it and we all agreed, it's time to call Carrier. We have no influence on this process or system. Very sorry. I hope Carrier can sort this out. Thank you. Have a good day.”

I will skip all the details of our emails where he started saying that the rebate was not Sears problem, it was Carrier problem. I have been completely disagree. Since when you got a price from a seller and then he doesn't provide you with rebate he promised.?

Today, I talked with a Customer Solution rep, he tried to help, but then he transferred me to the store again, but to “parts department” and said they would help from here. Since it was a wrong department, I was transferred again, that time to main office. The connection was terrible. I asked the person from the main office the name, but did not catch. I could hardly hear him, he could hardly hear me. When it came to models numbers, I could not understand him at all, . and asked him if I call again or if he could call me . He asked my phone number and said “yes”. After that, he did not call.

I will not describe how frustrated I am, how disappointed in ex-reputable Sears..
I am hoping that there are still people there that can do justice. Please help me to get my money back.

The Sales person's name is Jesse Travis
The Sales manager is Paul Hofmeister
The store phone is [protected]
Respectfully,
Olga Baykova

To whom it may concern,

We purchased a Samsung washer and dryer from the Sears Outlet in Hazelwood, MO on June 17. This is the first time we come to the store and we thought we were going to get great value for our purchase.

We received our appliances on June 26 and the service was disappointing, to say the least. Let me explain:

• Dryer: The XOP Logistics delivery guys did not know how to manage the gas line. They did not install the dryer saying that the gas line couldn’t connect to the dryer. However, they left the gas line open, so we had a gas leak. I had to call Laclede Gas and they were here in less than an hour because they treated this as an emergency. And in fact, we had a gas leak. How irresponsible of Sears and the delivery company, XPO for allowing employees to do work that they are not trained to do.

o The dryer was partially installed; besides not installing the gas connection, the package did not include the “Y” connector, the hose water or the short inlet hose.

• Washer: The package did not come with the hose guide piece; the water supply hoses were not installed and the machine was not installed or leveled.

The delivery reps said that the water supply hoses were not the correct ones. We bought those hoses at the store because we were told that we needed those specifically.

My husband came from work and he could install the water supply hoses. We tested the machine and it works. So how come those guys couldn’t do the work?

• We did not receive the instructions for any of these appliances. So, we had to search on the Internet for instructions and that is how we now realize that we have many missing pieces that were supposed to come with the appliances.

Yesterday, June 27, my husband went to the store and met with the store manager, Chuck. Chuck gave him the parts and my husband decided to install the appliances since we did not want to deal with XPO again.
My husband installed the washer and it works fine. However, the dryer makes a horrendous noise that can be heard on the 2nd floor and basement, even when the laundry room on the 1st floor is closed. The store sales rep told us that those appliances were tested before arriving at their store, and I still got a defective item.

We went to this store hoping to get a good deal on these appliances. The savings are not worth the headache that you have caused. We would have been better off paying full price and knowing that we would have received great service, including full installation, instruction manuals and all the parts that were supposed to come with the package.

I want a new, not used or refurbish, dryer, the same brand and model, but I am not going to pay full price. I don’t want to pay for delivery or installation either. I want the price that I paid to the store. I deserve that because now I cannot trust that another machine from this outlet will be in working conditions.

I do plan to report this incident because you have put my family’s life at risk, and I still got a defective item.

Store info:
Salescheck: [protected]
Transaction: 0528
Associate: 99549
PG/Store: 10 04696

Marcherie Vazquez
[protected]