Sears
Reviews and Complaints

On 5/19/17 I had my Craftsman riding mower serviced by a Sears technician. Used the mower on 5/20/17 when noticed oil spewing out from under mower. We could see that the steering link had been pressing up against the oil drain plug that the technician replaced. Called for appointment only to be told next available appointment was not until 6/14/17. After several days of multiple phone calls found rep who was willing to listen to the problem and escalated the complaint to quality assurance. Within a short time, service mgr in Newington CT called me to schedule an apt for 5/25 to correct problem and assess mower for further damage. Tech #2 confirmed that tech #1 installed wrong drain plug. Of course, correct plug not available and had to be ordered. Asked tech about options for lawn mowing (I.e. loaner mower, lawn service, etc.) until next appointment and was told the service manager would call me next day. Of course service manager did not call even after I had left messages to call me back. Holiday weekend came and went, lawn had to be mowed, no call back. This was now the 2nd mowing needed since the original service call. Had to purchase used walk-behind mower to cut the lawn (.75 acres) myself (62+ senior female). On 5/30 get a call from Sedgwick (insurance) stating they needed pictures of oil spills on lawn and driveway. The service manager filed a claim without my knowledge. To make a long story short, after many hours on the phone with district manager and strategic member support rep, appointment is scheduled for 6/5/17 to assess and repair damage. Having lost trust in Sears Service, how do I know they will be truthful in assessing damage? In the meantime Sears will not provide any assistance for loss of mower use telling me I need to take it up with the insurance company. After 3 days of leaving messages and several emails for Sedgwick asking for assistance for loss of mower use, I get a reply that liability has not yet been determined because Sears has not submitted paperwork as requested. Called Sears district manager again to inform him that Sedgwick will not help me because Sears failed to provide paperwork, I am told that their liaison will call me "when he gets a chance". When I asked for the liaison's phone number, I was told by the district manager that I can get it from the liaison when he calls, if he chooses to give me his phone number. I have never experienced so much stress, frustration, and disrespect from a company. All of this has placed a toll on my health. I would discourage anyone from buying any big ticket items from Sears. Before buying an appliance from Sears, please visit mysears.com community page and read the discussions. It's one complaint after another. It will turn your stomach.

On Friday, June 2, 2017, I was scheduled to have my HVAC unit repaired. When I called to get an estimated arrival time, I was told that the repairman had arrived. He listed in his notes that he knocked on the door, but I have an iron gate and a brick exterior, so there is no way I could hear a knock on a gate. But I do have a working doorbell and I guarantee you that he did not ring the bell. Sears also had the wrong contact phone number.

Now I have to wait until Tuesday for the repair. The customer service is inexcusable, I waited for an appointment and it is not my fault that Sears had the wrong number on file. Which I do not understand how that happened since every time you call Sears, the first question they ask is your phone number. I had to take off from work today and now I have to take off work again. My time is just as valuable as Sears! Order # [protected]. I need an emergency repair service today.

I bought the battery end June 2014 and it has 3 years warranty. The battery does not hold its charge. I went today to get a replacement (same specs) or refund as the product is discontinued. I was told that the battery is fine. I am using this battery on my boat and it needs about 1000 CCA to start. The Die Hard Platinum 31M is rated at 1150 CCA. The boat's engine doesn't start anymore. I decided not to wait to get a replacement out of the warranty and bought a new battery at WallMart. Boat's engine now starts no problem. I am extremely disappointed by the service. Sears is clearly trying to dodge its responsibilities.

Dryer continues to stop when trying to dry wet clothes. Dryer trips circuit. When circuit is re-set, dryer goes back on but after 10-15 minutes, it stops and trips circuit again. Technician unable to move dryer due to installation, but suspects electrical issue.

I was charged the diagnostic fee of $79.00 plus a fee of $15.00 attributed to technician unable to verify complaint. I did not realize I had been charged the $15.00 until after the technician had left my home.

I do not understand why the examination of the complaint was not included in the diagnostic fee. of $79.00. I reset the circuit breaker and stood next to the technician to see if the dryer kept running or shut off, per my complaint. At approx. 15-20 minutes, the dryer shut down and the circuit breaker had been tripped. This was my complaint. Technician agreed and suggested I have an electrician look at the problem.

I should not have been charged the additional $15.00, as the technician definitely saw and verified my complaint about the dryer.

Please advise how I will be refunded the $15.00.

Thank you very much.

Carol Cashman

I have been trying to get my dishwasher repaired by Sears Service Technicians for more than 3 months. They have sent the same incompetent technician out to my home twice and rescheduled pushing two appointments out by over a week each. More over when I call customer service during the day from the United States I get agents out of the country. VERY DISAPPOINTING!

Date of Incident: Friday, May 26, 2017
Technicians: Nathan F. and Joe
Nathan F. was careless and allowed the motor shaft that was removed from my mother's washer bang into my mother's beloved washer. She has had her washer/dryer set for 18 years and they are beautiful and she absolutely loves them. There wasn't a scratch on them. Now, we have a nick on the front of her washer. If it weren't for me assessing any damage, both Nathan F. and Joe would have ignored what happened. Nathan F. had no remorse. In fact, he tried to be funny about the situation since mom has had that washer for 18 years. What you do understand is that she was put into tears because of what happened. Both technicians think getting some cover-up paint will fix it. No, it will not. 18 years my mom has taken such good care of her washer with no damage at all. And your technician can't take the extra measures to ensure a product is taken care of properly so damage doesn't occur. I would like to know what kind of compensation you can give to my mom. Mind you, her washer and dryer cannot be replaced. They aren't made anymore. She absolutely treasures her machines. On top of this damage, the other technician (Joe) came after over a MONTH of still not getting the washer fixed, and failed to bring a new sealant required for the official repair. Thus, my mom had to be told AGAIN that she can't get her washer fixed. How about next week Friday, June 2...as if nobody's time or needs matter...just make customers wait and wait...weeks and weeks...doesn't matter to Sears. I am extremely upset over my mom being in tears because of the nick in her washer. There are also no excuses to be had for any technician to show up to complete a huge repair for a washer not making sure first that all bases are covered and all parts are with him. It's not like he can just go to a local Sears store and pick it up! I would like compensation for what has happened today...failure to fix my mom's washer AGAIN...over a MONTH now...on top of the nick in her beautiful washer that can no longer look as wonderful as it has all these 13 years. And it makes me so upset that Nathan F. thought nothing of it that he nicked mom's washer. He did more than damage my mom's washer...look what it did to mom emotionally. How do you compensate a customer for creating such emotional distress I would like to know. I do expect compensation...monetary, for sure...and whatever else you feel is appropriate to make this better for my mom. She certainly has not deserved any of this. No one should be waiting over a MONTH to get a washer repaired...and then to damage the front of her washer and then to say sorry, we need to reschedule...another week with no washer. I want some action on this and immediately.

My fiance and I have been together for the past 3 year's and we are struggling to make ends meet, we have 3 older children between us, and my eldest son is stationed in Misawa, Japan serving in the USAF so I have been waiting for my sweetie to get a ring iwas so excited to finally get one, Paul had purchased a sweet promise ring that he was working hard for, I received the ring a day before Christmas 2016, he was not asked about the extended warranty which I think is absurd, I grew up shopping at Sears and even my fiance worked at Sears in Hayward CA while in high school, so we believe in Seats but when we noticed that 4 of the small diamonds had fallen out we took the ring back to Sears in Hayward CA and the lady who was working there said that we were out of luck because of the extended warranty, ?!? So she sent to the jeweler for the store and called us 3 wees later and said it would cost over 300.00 to repair, well my heart is heavy because this is so sentmental, and today Paul picked up the ring now missing more diamonds then previously and now what are we to do? No money to pay for the repair, mind you that Sears should stand behind their products and I don't know what to do? I would like to think that you would make sure that this was taken care of, but perhaps it is not like back in the day, sincerely Paul and Jessica Rosenlind p.s.they also just handed him the ring with no box and not even cleaned

I purchased a refrigerator from Sears online; my delivery date with was Thursday 5/11 between the hours of 1-3. They called and told me that the refrigerator was damaged and that they would deliver me another one Saturday 5/13 between the hours of 4-6 pm. I took all my food out of the
refrigerator several hours earlier; because I had to work and didn't get
off until 4pm. I waited until 6:30 pm to find out when would the delivery people be there. They didn't bother to call me to let me know that they
woudn't be there. I had unplugged the old refrigerator and when I plugged
It back in; I realized the next morning it was not working. All my food had spoiled. I called Sears corporate office and they can care less. The delivery department ask me if I want to cancel the order. They have given me 5 different delivery date and I still don't have a refrigerator. I have been
a customer of Sears since 2000. They have horrible customer service and
delivery people. I can see why they are closing stores. They don't care
about their customers.

I had a appointment scheduled for 5/15/17 the window between 1:00 p.m. to 5:00 p.m. I looked at my clock it was after 4:00 called the Warranty Center the first your lady Jamie hung up me. Called and got Amy explained I had been waiting all day the automated machine said it was rescheduled for 5/16/17 No one called to inform me of the change. I told Amy I had doctor's appointment that week she wanted to give me different days. I insisted on speaking with the a supervisor finally got Edward # 801030. He informed me the technician got sick that was the reason for the rescheduling. And someone spoke with me at 12:04 which was a lie repeated the numbers he had on filed. He was apologetic and said he would speak with Jamie on her behavior also send a message to technician so I would be his first stop however when the technician called I was his 5th stop I felt like that was a punishment for being upset and calling them out on their poor communication skills ! No Wonder Sears sales are down and before you go completely Out of Business! Hire Competent Workers after all We the Customers pay your Salary!

I bought a pair of boots in the Rock Hill, SC store on 4/5/2017. After several weeks, I decided I probably needed some other items more than I needed the boots so I proceeded to return them when I had time in my very busy schedule. I brought them back to the store on 5/13/17. The boots had never been out of the box and the box itself was in excellent shape. I also had my original receipt.  The person at the register said they could do nothing for me because it was over 30 days. I asked to see a manager. I explained to the manager that I would just like store credit to get other items, the boots are obviously in brand new condition, and it has only been 8 days past the 30 day policy. She said sorry there is nothing she can do. I asked her if 8 days on the return policy was worth losing a 20 plus year customer of the store. She said yes because that is the store's policy. I have been a long time customer of Sears as well as Sears auto center. This is how I'm treated after years of loyalty. 

On March 5th, 2017 sears came out to look at my washer, the tech said he could fix it but I have to order it thru him (sears) I gave him $300.47 in cash, he gave me a receipt for that amount, a week later he came back to instill the part and he couldn't said something else was broken and couldn't be fixed. I said ok, he gave a yellow form with my refund amount of 300.47 and to expect the check in 21 days, not its been over 5 weeks later and no check. I called the sears customer solutions and they keep giving me the run around, I called back today and now they said the tech nevered turn in any money! WTF! not my problem I have 2 receipts showing I paid and now they have no record, CUSTOMER SERVICE SUCKS! If I got a receipt for my payment and a receipts for my refund, how in the hell they don;t have a record of it. I called 15 times and still can't get a solution! I am going to corporate in Hoffman estates, this doesn't make sense! THE TECH EITHER STOLE THE MONEY AND PART OR sears customer service record keeping in mess up.

DO NOT BUY OR USE SEARS SERVICE DEPARTMENT FOR ANYTHING! THEY HAVE TECH STEALING CUSTOMERS MONEY.

THEY WONT GIVE ME MONEY BACK EVEN WITH MY RECEIPTS

KARL BLACK
5/10/2017
[protected]

I had a 3-year old refrigerator that was not getting cold. I had Sears Appliance Services Greensboro NC technician came to my house and charged me $99 for diagnosis and he simply pushed me to purchase a new Sears brand refrigerator and he said my three year old refrigerator is out of repair and if I buy a new refrigerator from Sears he will waive the $99 diagnosis fees.

The refrigerator was not owrking properly due to the temperature control failed and it would be $45 to replace it.

Sears' $99 diagnosis is a scam! They ALWAYS tell you that your appliance is bad and out of repair and it is better to buy a new appliance from Sears.

Sears Appliance Service techs are Sears Appliance salesmen dressed as "service techs"!

Never get ripped off by Sears again! I will never use Sears service in my life time.

We bought a Kenmore elite refrigerator in 2014. The ice maker never really worked (I needed to open up the ice bucket and shake the cubes around before the ice would come down and be dispensed). We had that fixed, but it never worked correctly so I just would open up the ice bucket in the fridge and shake it until the ice cubes around.

In late April, the freezer began losing its capacity to keep things frozen (Wednesday). My husband came home on Thursday and bought ice because We saw that it was not working correctly. We called the repair man & it was on Monday before the repair man could get there. By Sunday, we threw out everything in the freezer.

Long story short, we are getting a new refrigerator because it would have cost us over a $1000 to fix the old one. I will never buy a Sears product again!

I called Sears Repair on Monday, April 24, 2017 for repair of my hot water heater that was leaking. I was told I would receive a call scheduling a time for them to come out. On Tuesday, having received no call or email, I called Sears again to be told, again, that I would receive a call or email. The same thing happened on Wednesday when I was told that I had an appointment for Wednesday, May 3 (today). When I called to determine a time they would be here since, once again, I had heard nothing from them, I was told that my appointment had been changed to Tuesday, May 9.

I have water on my garage floor from the leaking hot water heater that has damaged some items on the floor; I cannot take a shower, do dishes. laundry or anything that requires hot water. I have tried all of their complaint lines, however, they will not give me any kind of satisfaction. Although I am a 50-year customer of Sears, this has so upset me that I will never purchase another Sears product even if they are the less expensive.

Beulah Anderson

Agree with "I will never buy another Sears appliance again" Bought a new home in 2013. Purchased a new Kenmore refrigerator from Sears. Within months, began having problems with the ice maker. Called service many, many times. They would "fix it" but soon it was not working again. After hundreds of dollars of repair and probably close to 20 repairs--ice maker still does not work. Called service--very rude--more or less just told us too bad--they will not reimburse our costs and if we want it working--they will send another repair person and they want to CHARGE US AGAIN--really--we had an actual repair person tell us that Kenmore refrigerators were poor quality--really--then why to they sell them?

Good morning,

I'm hugely disappointed in how a organization like Sears can build a process that misleads the customer during the sales process. Here are the details:

Order #[protected]

On Saturday I chose to purchase the dishwasher on this order because Sears offered the earliest delivery date: May 1st. Once I placed the order, the delivery for May 1st was confirmed for between 7 am and 9 pm.

When I'd not heard anything yet today (your confirmation stated if the day before delivery was a Sunday I would be contacted the next business day), I called Customer Service. They confirmed that delivery was slated for today but that I had to contract the delivery/install # to get the time frame.

I called that number and was told by Calvin (id # 888017) that my unit was only being delivered to the Sears warehouse today, and that a delivery date had not been established. He called the delivery warehouse to see if he could get my delivery expedited, but no one at the warehouse was answering his call. He left a message and sent them an email.

So now I've gone from a delivery date on your system of May 1st, to unknown with little hope of follow up from a delivery service that doesn't take calls from Sears. It seems unlikely that you can make this right...so:
how do you make this better, and how do you address your fraudulent online selling practice

Sent the following letter to mr. Lampert and have had no response.

"3046 plaza blanca
Santa fe, new mexico 87507
March 31, 2017

Mr. Edward lampert
Chief executive officer
Sears holdings corporation
3333 beverly road
Hoffman estates, illinois 60179

Re: why sears is in trouble...

Dear mr. Lampert,

We are long-time sears customers with various appliances, vacuums, tools and other apparatus in our home purchased at sears stores.

I know from press coverage that sears is troubled. I thought I would share with you our recent experience that may suggest one of the reasons why.

We have a kenmore dishwasher model [protected], serial number fk5306244.in mid-february, the cap to the rinse aid dispenser was not installed properly, with the result that it came off during a wash cycle and was mangled.

I went online to find the replacement part and found that rather than just replace a 50-cent cap, I had to replace the entire dispenser for $77.31, and that there was a substitution part for the original dispenser (The substitution being part 8558129). I ordered the part on february 21st. The woman who handled my order assured me it was the correct part.

I received the part (With no installation instructions) early in march. When I disassembled the door to install the part, I found that the existing part and it were different, in that the existing part had 3 wiring connections while the substitution part had 2.

On march 4th, I sent the attached email and pictures seeking assistance, and had no reply. I resent the email on march 11th, and still had no reply. As you will easily see from the pictures, both parts have 2 wiring connections on the left, but only the existing part has a 3rd wiring connection at the lower right-hand corner.

Thereafter I called sears home services and was told I had to talk to sears parts direct. I called sears parts direct. The representative put me on hold while she checked to see if my issue had ever been raised before and came back and said it had on 2 occasions. After a long conference with her supervisor, she said that the proper part would be shipped to me on an expedited basis. She assured me that the part would have not only the 2 wiring connections at the left, but also the 3rd one at the lower right-hand corner.

In the meantime, at her request, I used a shipping label she emailed to me to return the substitute part. The replacement part arrived perhaps a week later, in a box from whirlpool corporation labeled “factory certified parts”.

Unfortunately, as you will easily see from the 3rd picture I have enclosed, the replacement part is the same as the original substitution part.in other words, it has places for the 2 wiring connections at the left, but no place for the 3rd wiring connection at the lower right-hand corner.

So: more than a month has passed since this process began, I am “out” $77.31 plus several hours’ time (Which is valuable to me, as, since I am a semi-retired attorney but still practicing, time is my “product”), I have been ignored twice, and after being assured that the issue had been researched and the correct part would be sent to me on an expedited basis, i’ve received the same substitute part I received in the first place.

I would like my $77.31 refunded, permission to simply keep the rinse aid dispenser cap from the part I received, as it fits properly, and a shipping label to return the part I received minus the dispenser cap. Too, I would like sears to reflect on this, as its customers ought not to have to go through this kind of experience.

Best regards, and good luck with your continuing efforts to turn sears around.

Sincerely,

Thomas e. Carr"

I am attaching 3 photos. One shows the existing part in the dishwasher door, with the 3 connections. A second shows the original replacement part, with the 2 connections. The third shows the "replacement" replacement part, and the whirlpool box in which it came, with the 2 connections.

I purchased this software March 17, 2017. At a decent price. It arrived earlier than expected . After researching the item before the arrival I realized this is not the product I wanted. I wanted Grace Designers Creative touch. There is a huge difference between the 2 software's. The one ordered is only for designing the other for stitching on my long arm quilter. I promptly tried to return the UNOPENED box and they pushed me off to a 3rd party vendor whom I never paid or had contract with. This is after 2 weeks of phoning and saying they would send a ship label. They took my $400 quickly but clearly not in much hurry to find out the problem.

I requested a full refund since they do not have the software I want. They referred me to click here2shop.com, the 3rd party vendor. The twit I had email contact with, said the software was all the same LOL.. Since then I had been in touch with the Grace Company and talked to the president of the Grace Co. and purchased the correct software. Believe me the two software's are not the same. They do not carry it ONLY dealers to sewing stores can carry it because they need to know specifics of your quilter and
cost 4X more!
The Clickhere2 shop.com tried to tell me they would replace it but with the one I already had and they were both the same. Then the story changed we do not return software hmm it's un-opend ... doesnt matter I guess.

Legally this vendor is not my probem Sears is I bought from sears. they need to deal with it or suffer a law suit.

Policy of Sears is to only do 1 comfort exchange or return and after first mattress purchase being way too firm, like sleeping on cardboard, we exchanged for the first one I had picked in the store, a plush, pillow top, cushy one. I like soft cushy and this one I knew would work, it was so soft in the store. Delivered a few days ago and this does not feel cushy at all, feels more like a firm but how would I know if I really got the right mattress. I never even got a new receipt for the exchanged mattress and after calls to customer service where I was first told I could return it and another two days later after being told sorry, it is policy several times, after being put on hold for half hour when I asked for a manager but no manager was available, I was basically told too bad, it is POLICY even though I would be willing to pick out another Sears mattress(a more expensive one at that and pay return fees). They just don't seem to care so I am stuck with this uncomfortable mattress that I really don't even know is the plush one I ordered. I will not shop at Sears again, I already stopped buying appliances here do not know why I didn't follow my gut on this, but gave them a chance because I had to buy some clothes for my son and it was convenient to go to Sears the day I happened to sit on a mattress that was so soft and then decided to give them a chance. Mistake!

The delivery was schedule between 2:30 and 4:30 PM. We were called at 3:30 by delivery guys. It was raining and they suggested we reschedule so the rain would not damage our appliances. It was clear they did not want to make the delivery. They told us they were not allowed to back into our driveway AND they were not allowed to unbox in our house. We told them that was cazy...were they from the funny farm? They then told us they were leaving, and to find someone more professional to deliver our appliances.