Sears
Reviews and Complaints

I was in this parts store on Thursday, Nov. 3, 2015 and "served" by a Native woman - do not know her name but she is probably the only native woman there. Not sure if she was having a bad day or not but she presented me with the WORST customer "service" that I have ever experienced in my 67 years. I had purchased a Craftsman drill about 10 yrs. ago and either the battery or the charger does not work. When I inquired about my problem I was rudely told by her that "We don't make parts for these any longer". What happened to your lifetime guarantee on tools? I then required a part for a dishwasher that I had purchased in July and was only hooked up for 2 weeks due to renos that I am doing. I showed her the part and had the Model & Serial numbers with me. She - again very rudely - asked me for the name of the part. I replied that I am not a dishwasher repairperson and this is why I brought in the part & numbers. She (hopefully) found the part number and it will be in? She did not tell me that part. I also had a question regarding venetian blinds that I had ordered in July. 2 of them came and I require 1" to be cut off these blinds. When I inquired about this she - again, very rudely - told me to go back to the store where I bought them as they don't do blinds any longer. While she was telling me this, she was walking way from me to deal with another customer and then made a snarky remark to the male customer about me. Maybe you can tell me why I was not able to get replacement parts for my drill and I would like to know where I'm to go regarding getting these blinds cut. By the way - they were ordered over the phone - I did not buy them in a store. I would also like to know what you plan on doing about the way this "woman" treats Sears customers. I have been a loyal customer of Sears for over 50 years and I have also worked in Customer Service for over 50 years and this is NO way to treat a customer - whether you like them or not. This "woman" does not have ONE Customer Service bone in her body and should either be required to take some Customer Service courses or be fired. I would appreciate a reply ASAP regarding this matter. Thank you Linda Mackenzie H - [protected] C - [protected] PO Box 417 Standard, AB T0J 3G0 [protected]@hotmail.com

I put items on layaway September 5th 2015 and had the order paid in full on November 2nd. order [protected] I have had to contact sears six times trying to just get a refund after all this mess. All I keep hearing from them is they will contact mi in 24 hours to resolve this. Well as of today I have not got any e-mail or phone call. I just want my full refund with no charges due to there mistakes. I have never had such a huge problem from any company before. I will never go into or shop online with sears again, What A Huge Disappointment.

I had new tires put on my Ford Expedition EL on 11/08/2012 at the Sears Auto Center in Gainesville, FL. The manager showed me the tires I needed and I picked out the ones that had the black lettering with white trim. I paid $817.83 total and then get my truck after they were done and they had put all black tires on. The manager said he would call me back and get the right ones put back on. I never heard from him. I had just had twins on 9/11/12 so I was exhausted and honestly didn't have time to argue about tires. I called back once and he was supposed to call me back but never did. Time went on and today, 12/4/15, I noticed that my tires were cracking. it's exactly 3 years later. I called because I remember them telling me about my tires (Goodyear) having a warranty. I told the guy that answered the phone that I had noticed some cracks and that my invoice states a 60k warranty and then he goes on about how Florida's UV rays are higher, etc... I said, so basically, you're telling me there is no warranty. Then he gets argumentative with me and tells me that he did not say that. I called a well known tire company that came highly recommended and took my truck to them only to find out that I'VE BEEN DRIVING ON EXTRMEMELY DANGEROUS TIRES FOR 3 YEARS WITH 4 CHILDREN! THEY PUT CAR TIRES ON MY TRUCK. The tires they put on my truck are not made to carry the load of my truck by itself, without a person in it! Needless to say, I got the right tires put on my truck today and I will NEVER RECOMMEND SEARS AUTOMOTIVE EVERY AGAIN! They put my family in danger and ripped me off, as far as I'm concerned.

We have bought a whirlpool side by side, we bought the 5 yr. Master protection and service plan . The fridge is covered 1 more yr. The compressor went out, they sent a repair man out he in seconds said there was mice infestation and left, I had my phone with me so I took pictures because that was a lie . I then called sears and told them what just happened they said how sorry and they would send someone . It has been now 11 weeks and I have had the repair dept. 5 times someone was coming I've had 5 wait no show no calls and when I call they tell me order complete 5 weeks later a second man shows up and says he see's no sign of mice infestation yet he says he has to order compressor it will 7-10 days . Here we are still no fridge the protection and insurance bought is a scam, I lost 420.00 in food and 2, 000 plus fridge . One very unhappy never again customer of sears

I also have a Kenmore Elite washing machine that started rusting after the 90 day warranty. It started rusting around the Bleach dispenser first and now is rusting around the top lid and hinges. The paint flakes off and causes rust stains on clothes. Looks like from reading the complaints this is a common issue that looks like a manufacturing defect. A washing machine that cost 1K shouldn't start rusting apart in less than 3 years if you ask me. Can someone help me get in touch with someone to get this resolved. Rodney from Bama

Nov. 8th, 2015 We placed a order at the Logan, Utah store for Gold 250a wheeled battery charger at 39.99. When they shipped to store they were not as described. Carlos took alot of time to get the chargers that we ordered. That same day we came home and ordered 3 more chargers and they were ordered on the phone. They told me the decription and the item I ordered, They came and were the wrong chargers. They sent a small 3 amp charger.I have called numerous times and was promised that we would get the chargers that were discribed. Nov 30th called again for the 4th time..always saying they would send what I ordered and wait for emails which has been going on since Nov. 12th. We have been a customer for over 40 years..never have we been put off and been told that they don't stand behind their ad and to return and order them again. Sears put a wrong stock number with a picture and description. Which is now my fault. Sears doesn't stand behind the consumer.

Sears should be ashamed of itself. I had grown up with the idea that if you wanted quality service and appliances, Sears was the place to go. I can’t remember how many people over the years I have told that too. I think back to the Sears craftsman tools and the overall image in the past. Sad to say this is no longer the case. We bought a washer and a dryer through Sears. We had many choices on where to go to buy the appliances. I unfortunately told my wife to go nowhere else but Sears as they are the best. How I now regret this decision. Our dryer has been going out. We bought the extended warranted just in case this situation came up. Again, the thought process is Sears is the best and will take care of things. They come out in October and tell us one problem for the dryer and put us way out into December (Dec 10). It turns out it is a motor. We got the part a few days later. Now the dryer is completely out. I called to advise Sears the dryer is needing repaired. I live in the Midwest (Iowa) and roads are icy. With 4 kids we are always doing laundry, several loads a day, and do not want to go to the laundry mat to do this and this is why I pay for the extended warranty. When I first called, I got an agent in the Philippines and I immediately asked for a supervisor. She was nice and polite. When I got the supervisor, Claire, employee ID 914356, things got ugly. I asked if she could see if they could check to see if could move this up and advised of the situation. No empathy really. Just told the chance to move this up would be ‘NONE’. Due to her curtness, I asked to speak to her manager. She said her manager’s name was Vegel. Would give me nothing else and said Vegel had no phone. Really? Absolutely refused to give me a phone number or a call back from Vegel. Extremely rude. I called the Customer Service line and politely advised of what was going on and was hung up on. I called back again and got Leeona the next time. Congratulations to Leeona as she could speak fluent English. I was much impressed at this moment. Because I did not fit the definition of hardship so to speak, I had no chance to be moved up. So I asked I have to go to a Laundromat for my clothes even though paying for the extended warranty. I was told ‘Yes’. The end result was too bad how sad, can’t help you, but you can cancel your extended warranty if you want to. My take on this is Sears should be totally ashamed of themselves. Getting agents in the Philippines and the United States that could not speak English very well is not a good start and it went downhill from there with the horrible customer service. I have spent thousands and thousands of dollars at Sears because of the PRIOR image I had of Sears. I am not trying to ask for something above and beyond but what was just. I have bought appliances, exercise equipment and many items there. This all ends now. I realize I am just one customer in the many of millions of Sears and no big loss, but I plan to let all I know the experience I had today. You can thank Claire for this. I also plan to contact the BBB. Signed an EX Sears buyer of products and services. Todd

I ordered 1.5 cu. ft. Countertop Microwave w/ Grill Function Stainless Steel Sears item# 57153 | Mfr model# KCMC1575BSS Order Id#: [protected] on November 20, 2015 and paid for it via my Paypal account. Purchased Items $307.74Items Total $28.46Shipping $337.91Pre Tax Total $18.46Tax $356.37 This order has not been shipped to me and apparently is still at the West Palm Beach, FL, Outlet store. Could someone please help. I have called customer service and the store several times and no one can give my any answers as to what is going on with my order. I have left messages for the Manager of that store to call me, no call back. Please ship this item or cancel order and refund my money. Thank you, Scott W Kissner

Date of Purchase October 19TH, 2015 Delivered to my house November 6TH, 2015 and plugged in for the first time. Order number: [protected] Sales Check: [protected] Product Kenmore Refrigerator-Freezer Model #60412, 18.0 Cubic Feet. From the first time I plugged this unit in, and waited for it to get to, ("operating temp."), it never got to the right temp. in the Refrigerator or Freezer! I have a thermometer inside and it is ALWAYS too cold in the Freezer, (frosts and ices up), and the Refrigerator is too hot! The air flow is open, etc. I want this piece of junk picked up and a refund issued. I purchased this on-line at: Sears.com. Brand new! Thank you, Susan Hahn Keaau, HI

Have the same issue. Bought a Kenmore Elite side by side model 106.51173 310 about 1 year ago. The smell is horrible and is coming from the bottom of the fridge in the back and is being blown out by fan. I am extremely unhappy since we spent a couple of thousand on this fridge and it's less than a year...plus I still have not found a answer anywhere what this smell is. Can someone please help😡

I ordered & paid up front for a set of Hankook Dynapro AT-M 265/75-16 light truck tires last week, but Sears refused to install them. Even though Hankook clearly says that these tires are designed to fit 7" to 9" wide rims, Sears Auto in Waldorf MD claimed that they couldn't fit them on my "too wide" standard 8" Dodge truck rims. Instead they coerced me into buying a set of cheaper made-in-Mexico version General Grabber HTS tires for a higher price and under duress, after having already pulled my old tires off and threating me with a 15% restocking fee. Buyer beware: Don't order anything on-line from Sears.

Am extremely disappointed with the Purchase Protect experience and somewhat with the Sears store policy. Took a leaf blower in to the store today that was purchased November 2014, because it stopped working. Associate checked for himself and confirmed. Due to being over 60 days after purchase, he told me I needed to go thru Purchase Protect. Went home & called them and spoke with a representative that looked up the receipt information that I provided her and she told me twice that I didn't purchase the protection. The receipt is in front of me and listed as a line item. She wasn't familiar with the product warranty or the job she was doing. Possibly new, I'll give her that. Needs more training, definitely. She was pleasant, but clearly read from her "script" and even said that to me. She was unable to answer questions without re-reading to me the entire script rather than answering my questions. The story has changed from returning the entire unit & attachments in the original box with the owners manual, to "cut the 4" cord" and box without anything else in the box to validate my claim. Was on the phone for approximately 50 minutes with Zee and then she told me that the computers were down and I needed to call back in an hour. 1st, it clearly states on the Craftsman box that it is a 2 year warranty for replacement if faulty. Why not exchange in the store? 2nd, this process was certainly not "hassle free" as advertised. Then I wait for the packing slip by mail, return @ UPS (cord only or entire unit), wait again for confirmation, then wait for gift card to go back to the store to buy a replacement. How are you validating that it doesn't work by us sending the cord and nothing else? Would really rather return this to the store and pick up a replacement. 3rd, Craftsman offers a warranty and should honor that at the store level without all this hassle. Now I still need to call back and complete the claim processing because the computers didn't work, yes I get that as well. Perhaps Sears no longer has as many customers if it's such a hassle... Would like to replace at the store ASAP

Re: SEARS # 0007670/Service Order Number [protected] I am writing to express how hugely disappointed I am, in the failure of one of your refrigerator units within 4 years of purchase. Kenmore Bottom Freezer Refrigerator Model # [protected], Serial # 105KR01983 purchased on June 29, 2011 at one of your Sears stores at the Newburgh Mall store # 2593, 1401 Route 300, Newburgh, NY 12550. I am complaining because in and around June 13, 2015, I observed my refrigerator and freezer not as cold as usual or freezing properly. I called Sears to request a service appointment in which no-one would be available until June 30, 2015. Tech1 ID# (0590836) arrived and determined that the problem with the refrigerator was a bad compressor (LG) Linear Compressor (FC75LANE.) Tech1 ID# (0590836) then called his base, ordered the compressor and scheduled a service appointment for July 29, 2015 the earliest available date. On July 29th 2015 Service Tech2 ID #0785386) arrives and proceeds to install new compressor, after installing Tech2 explains to my fiancé and I that it would probably take 24 hours for unit to cool down. Within that 24hour period the fridge never cooled down, and remained warm. The following day I called Sears again to schedule another service appointment. I was given the date of August 3, 2015 and informed to unplug refrigerator and keep unplugged up until, 24-48 hours before service tech's arrival On August 3, 2015 Service Tech2 ID #0785386) arrives in an attempt to solve the problem with my unit. While speaking with her Tech Supervisor, Tech2 asked me in addition to compressor being sent to my home, was anything else sent? I then told Tech2 only one box arrived containing the compressor. Tech2 then stated, “A drier wasn't ordered or sent with the first compressor order.” Tech2 then spoke with the Tech Supervisor about the need and use of a drier, in which she then informed us she was instructed to do a leak test while also explaining what that entailed. Once Tech2 was finished she expressed to us for unknown reasons the new compressor that she installed on July 29th burnt out. Tech2 then stated, “She would have to order a new compressor and a drier!” This would now make compressor number 2. Tec2 then speaks with her Tech Supervisor in which the earliest available service date wouldn't be until August 29th. At this point my frustration is increasing not only as a result of me not having a functioning refrigerator, but also because of the lengthy periods of time in which service dates are available. Service Tech2 ID #0785386) arrives again for a fourth service visit on August 29th, she begins to install the second compressor while also in contact with Tech Supervisor. Around or about an hour later, Tech2 expresses again how the second compressor has burnt out, and she is being advised to order another compressor, which would now be compressor number three. Tech2 further stated, “How she couldn't figure out what was wrong with the unit, since all other functionality of the unit were working properly.” Tech2 also implied the possibility of Sears issuing us a new fridge, since it was unheard of after two burnt out compressors, a third one would be ordered. Once again we were given a fifth service date, another 30 days later scheduled for September 23, 2015. On September 23, 2015 a third Service Tech arrives Tech3 ID # 0787085). This tech proceeds to determine what was done in regards during the three previous service visits. After speaking with my fiancé and me, Tech3 then contacts his Service Base Tech Supervisor. Unable to ascertain info from Tech Supervisor, Tech3 calls Tech2 ID # 0785386) to consult with her about what she had done during her three service visits. While speaking with Tech3, I overheard Tech2 indicate, she wasn't sure and couldn't remember. Tech3 ID #0787085) then expressed within an hour or so after installing third compressor that the third compressor had also burnt out. Tech3 further stated that he had determined that the unit was unrepairable and the sealed system was contaminated. He expressed his regret, then stated that we would be refunded for money spent for the compressor minus the first trip amount. Already frustrated, I contacted Sears the following day in which I spoke to a Felicia in the Sears warranty department, in which I was told by her nothing could be done on her end. Felicia then told me she would message the service department that handled my service so that they could contact me. As a result of me contacting the warranty department and speaking with Felicia, I received a call the following day from Tech Support. They further explained in detail the condition of my fridge, and why it couldn't be salvaged. Tech Support also expressed his regret, stated how we would be credited for the compressor, and also the issuance of a coupon for 100 dollars toward a new refrigerator. I believe that this resolution is unfair and grossly unacceptable. I believe that there were errors made in diagnosing the problem with my unit starting when Tech1 came on June30th, as well as the inability to repair the unit. I believe that proper steps where overlooked and not administered while determining why the original compressor failed, therefore causing the burnout of three newly installed compressors. As a result of this, a refrigerator that was less than four years old in which I spent a little over 1300.00 dollars on as well as a total of almost 4, 000 that day for a washer and dryer as well, has now been deemed a septic tank. I have never seen any of Sears products fail at the rate and in such a manner as my unit failed, as well as the poor availability of service dates offered to inspect and repair such problems. I have been a customer of Sears for many years, something that has been passed down from generation to generation in my family. As a result of that tried and trusted belief in the reliability of your products, as well as my own personal experience, I have purchased refrigerators, washers, dryers, treadmills and other various items. A tradition in which you proclaim and garners a household name. I feel in order to truly resolve this matter, I would greatly appreciate if SEARS would replace my refrigerator for a similar unit or a unit of equal value. I would like a written statement explaining you company's position on this matter and what you are willing to do about my complaint. Angry Customer Robin Marable

I was offered a job by Sears Holding Corporation, as a refrigerator tech. I accept the job offer however on 10/22/2015 I gave Sears permission to do a world wide criminal back ground search on me, which came back clear. I received notice as well as a copy of my report from Sears Corporation Main office. However a day later I received a call from a recruiter from Sears stating that, I couldn't get the job because of my background report, not knowing that the maim off had already sent copies to me notifying me that I met company standards. However after speaking with the recruiter, I contacted Hirewright the company Sears uses to do the background screening. Hirewright notified me that someone from Sears advised them to do another background check without my consent which came back with some pending charges on it, this back ground was conducted 11/03/2015. Why was a second background check was needed after I pass the first, and the second check that's not even me.

Ok folks, it is time to give you all a public service announcement. DO NOT under any circumstance purchase a tool, or piece of equipment from SEARS or Craftsman. When we moved out onto 2 acres I purchased a lawn tractor from Sears for one reason. I had the impression through years of positive marketing, that Sears had a solid and reliable warranty and customer service program. Unfortunately this did not prove to be true. Mid September, my tractor stopped working. After taking it apart I was able to diagnose the problem. A pulley that drives the transmission sheared off of the spindle. A simple part failure. I pulled out my manual, found the customer service number proudly displayed, and gave them a call. I was then greeted promptly, did not even have to wait on hold. I described what happened, said the part numbers I needed to order which were under warranty. The lady worked a minute in the system and then began to process payment. I reminder her of the warranty, and that the parts should be covered. I was then transferred to another department, (no longer the parts department, but the service department). I then spoke to a man who knew promptly the parts I needed and was able to place them on order no charge. Awesome, now we are cooking. Said I will receive a confirmation email, and should receive the parts in 2 weeks. (hard to be OK with 2 weeks these days with 24 hours delivery from Amazon but hey, its free parts so why complain...). A couple days go by, and no confirmation email, I thought that was strange so I gave a call to follow up. I called the Service department directly this time. They inform me the parts department actually handles the order now that it is placed. They transfer me to the parts department. I get on the phone with the parts department and guess what? They have no records of my order...I was told the service dept system does not live communicate with the parts dept and that it would take several days to receive the information. However, they did have records of my phone calls from previous days and ensured me things would be handled. I waited a week. Surely by now the two systems should have communicated (this is 2015, right, we are in the future, hover boards, marty mcfly...yada yada). I decided to call to follow up. I give a call to the parts department, and guess what...they have record of 1 of the parts I asked for, but not the 2 most important parts to the pulley. No. Record. At. All. Lovely. The man on the phone was very helpful however, and was able to get the missing parts on order and told me then it would be 12-14 days until the shipped, yes, shipped, not delivered, shipped...At this point I am already 2 or so weeks into the process and now have to wait another 2! Not a happy man at this point. I explained to the nice man on the other line, I cannot wait that long. Especially after the poor management of my case, this is on sears at this point. They should be doing all in their power to make things right! Right? Next the man on the line put me on hold to see what he could do. A few minutes later he gets back on the phone and tells me I should have the parts by the 14th of October (only one week away) SWWEET I thought, A bad situation but I can live with the remedy. You guessed it. October 14th comes around and...no parts. At this point I am ticked. I give the old parts department a call again. I get on the line, and systematically go through the past few weeks. The person on the other line commiserated with me and broke some bad news to me. They had no idea how the previous person (they actually were able to look the conversation up in their system) was able to confirm the 14th as a delivery date since...wait for it...almost there...the part was back ordered until October 30th. Wait what?!?! Yep. True story. So now I am hot. I mean piping, Popeye style, slinging spinach back anchors dropped into my biceps mad. I get on with their superior, and surprising enough with great peace and kindness, described the past months events in detail. The manager was actually able to corroborate my story while I was talking by looking at his records linked to my phone call (something I was quite impressed with). However, he with sympathy informed me there was absolutely nothing that could be done, the part was back ordered and I would have to wait. Yuck. Popeye just got punched. So I wait. And wait. And wait. November comes to town. This is it. The time has come. My part should be here any day! There a beautiful yellow package on the door step, I rush to it, return address, Sears unit 81111! I tear into it, hands trembling. Could it be?! /bows head, takes deep breath, peeks inside. Bad news folks. They sent me a part. The wrong part. Does not even go to my model tractor. At this point I am defeated. Tonight, I finally had the gumption and time to set aside for a potential hours long call, and picked up the phone. Spoke to the lady, she found the right parts for me was able to set up the order. I then ask for the parts to be expedited since I have now been waiting a month and a half for these things. I am told "when i click the box in the computer that these are for warranty it ghosts out the expedited shipping, I am sorry sir I cannot expedite them" Ok now I am actually losing my temper. I ask for her boss. He gets on the line. He does not even ask me what the situation is. Does not even ask who I am, does not even let me talk. He immediately tells me it is policy that warrantable items are not allowed to be expedited unless the customer pays. I ask if he has reviewed my case to see the multiple failures made by the Sears Sevice departments and the answer was "no I have not, regardless a policy is a policy and it cannot be changed", I ask for his boss. He refused, I ask again, he refused and offers me Sears' corporate headquarters mailing address. Then boldly says is there anything else he can help me with. Now truth be told, I may have exagerated the hands shaking while opening the package story a few paragraphs up...but I can honestly tell you at this point I was shaking. Looking for what I could destroy with in my grasps. Nothing. /deep breath "Sir this is unacceptable" I say. I am told that's just the way it is. We then argue back and forth, and I must add, this man did not even stop talking to listen to me, he talked over me the entire time. "click" Yes that is right, the next sound I hear is a click of a phone call ending. I look down in disbelieve. Did the customer service department of Sear actually just hang up on me? Yes. Sadly they did. So now here I sit. 1.5 months later, no parts in hand, none even on order now (since I was hung up on). This is why I plead with you. Do not support this company any longer. They absolutely failed a customer, a loyal one at that (just look in my garage) I don't know what to do at this point, but at least needed to vent a bit. If you made it this far...you are impressive for actually reading this much on a Facebook post. If anyone knows anyone in Sears' corporate office, pass this along... ‪#‎sears‬ ‪#‎craftsman‬ ‪#‎failedcustomer‬ ‪#‎neveragain‬