Sears
Reviews and Complaints

We took delivery of a Simmons Beautyrest Mattress purchased at our local Sears store and immediately noticed it had a chemical odor. My wife refused to sleep on it and I proceeded to call the 1 800 FROM-HELL number. I was told that I would have to use the mattress for 30 days before I could return it and that the smell would disappear in about a week. I was also told that unless the mattress was defective I would be charged a 15% restocking fee as well as a delivery charge for picking up the mattress.
After airing it out for a week I wrapped the mattress in waterproof cover to mitigate the smell and tried to sleep on it (alone). This was definitely NOT the same Mattress I lied on at the Sears store it was considerably harder, akin to lying on a carpeted floor. After three hours I could not take it anymore, the pain in my back and shoulders forced me to head for the couch. The next few nights were the same, so I went on amazon and ordered a 3" memory foam topper.
I looked around the internet a found that those who sold mattress's recommend "breaking a new mattress in" as I was told also told by the Sears people. I went back to the Sears store to lie on the mattress model I had at home just to confirm that it was different and I was told there that the store model was "broken in by all the people who come try out the mattresses and that it was only a matter of time before my mattress would be soft like the store model". This Sears is in a Mall that is clearly dying, in the 5 or so hours that we spent in the store we were the sole customers, all the salesperson time was devoted to our bed sale. I don't know who the people who broke in the beds were but they weren't around when we were there. We spent about 10 minutes on the mattress. The mattress in the store was not the same as the toxic torture rack that was in my bedroom.
Finally the topper arrived and I was able to coax my wife into vacating the guest bedroom. It has been almost a month, we have cornered the market on ibuprofen and always have the slight scent of formaldehyde/gasoline in the back of our sinus. The topper helped a little but this bed id still unbearable. We went to change the sheets yesterday and a soon as the plastic cover came off the toxic fumes filled the room. There are now body pod indentations with a ridge in the middle of the bed, it isn't going to get more "broken in".
I called 1 800 SCREWU number again insisting that this mattress was defective because of the toxic odor. I was told that I could purchase another bed but would still have to pay the 15% restocking fee plus a charge to pick up the other mattress (roughly $200).
The bottom line is that Sears thinks it can bring you a sack of dung to sleep on and that you have to live with it for thirty days and then pay big to have endured the experience.

We purchased our Stearns and Foster Mattress from Sears in November 2014 and it has been a nightmare from a product quality perspective and Sears Customer Service. The mattress was replaced in December 2014 and as luck would have it the product quality was worst then the first. Sears said they could do nothing since it has already by replaced once already. In talking with Sterns and Foster, they said that was not correct as the problem being described was a warranty issue. They bumped me back to Sears and multiple calls have made me a believer that they will do nothing.
We finally gave up and have purchased a new mattress that is not associated with the Sealy brand (Sterns and Foster) and Sears. I am strongly encourage all future customers of Sears and Sterns and Foster to do their homework and go out and read the reviews for the product quality and customer support before you to join the ranks of unhappy customers. Wish we would have done that.

Sears, you have lost a long time customer and it is not the least bit comforting when your customer service departments states that they are sorry to lose you as a partner. As for Sterns and Foster you only have to get a bad product twice before you get the message.

I am very disturb to see more an more rust appearing in my washer. I have not use the compartment near it hoping that it would keep for more rust forming. Nope! not at all its growing and more!
I have had couple issues now with your product, if I put a comforter in (which one reason I purchased, cause it said you can do) soon it shakes the house an alerts to say uneven load, I end up having to drain/spen if works sometimes doesn't then take soaking sopping wet comforter to chand lean in tub then hang out to dry.
Its really and kick to the gut knowing that I sold GE washer and dryer that were only 2yrs old and paid top dollar for top of the line, just to get these new Kenmore Elite brand since advertisement sold me on how you can wash large items and dryer with steamfresh where I don't have to go to dry cleaners. Now I am wondering why I sold the GE when never had any issues. Only wish Kenmores both worked properly to use.

Not only does my washer have rust stains, my dryer seems to be taking longer an longer to dry the clothes, I have put less clothes in (which not sure why when I have a large load setting) have ran the clothes on extra spin in washer, and cleaned the vint in dryer and hoses.
Very disappointed in your products.

I am 72 years old. Have always purchased Craftsman riding mowers-trusted them thoroughly. You just go into a local Sears store; see which one you want; and buy it. You could count on it lasting about 20 years. I did the same thing 7-24-15-saw this beautiful T3000 riding mower; purchased what I thought was going to be my last riding mower. Got it home with a friend's trailer; mowed 6 times and the transmission started making a lot of noise when going from forward to reverse and back forward. Then two weeks later I was half way through mowing; approaching as tree in the corner of my lot; took my foot off the forward pedal-expecting to stop-and it just kept going. I really panicked! Finally hit the brake and it did stop. Since then that is the only way to stop. And to change directions have to hit the brake pedal several times before the pedal to go. A tech man came out and reported the transmission needed replaced. He said it was their new PLASTIC transmission. I was shocked to get such a well built tractor and such a piece of JUNK for the most important component! Sears offered to replace the transmission or give me a Pro series tractor. But they have a plastic transmission too. I want my tractor to last 20 years without having a new transmission every couple months. I told them I wanted my money back. But they won't do it since it is over 30 days. I decided to try to sell it. I purchased a Snapper last night from a local dealer for the same price. It has a solid metal transmission; and all of the features the T3000. I am very disappointed with Sears. Would never recommend them for lawn products again. Still like to get my money back.
Carl McBride
Tecumseh, Michigan
[protected]@comcast.net

I had issues with my washing machine that leaked transmission fluid on a batch of clothes. I called to get Sears to come out and fix my washing machine. I live near New Orleans La and to hear from Sears that they do not have any technicians in the area and that they had to get a 3rd party to do the work on the washing machine. I called on the 27th of august the technician came out on Sept 10th. After diagnosing my issue with the washing machine he needed to order a new transmission, a seal, and a new control board. After it was delivered the technician came back on Sept 19th to try to install the new parts. After the technician stated that he did not have the correct tool to loosen the bolt for the transmission he had to leave and go buy one. after 30 minutes he arrived back at my house with a NAPA auto parts bag. After a few minutes I heard banging coming from my laundry room. Then the technician said he would have to order a new basket, outer liner and suspension. He basically demolished the inner basket and the bottom of the basket is in little pieces. He also left oil/grease on my Laundry and kitchen floor which is still there and did not clean it up. I have called Sedgewick and Sears and have no resolution so far. I tried calling 5 times to sedgewick and all I get is a voice mail. No one cares about that I have 2 little ones that I need to clean for as well as my own clothes. Sears has really dropped the ball on customer service allaround with this issue.

Sears in barboursville, wv 25504,, huntington mall — I shop there every week almost well use too I have worked my whole life to earn my money I help run a major company and I have never been in trouble or have I ever been to jail I had a credit account with sears that I shut down due to my incident I was shopping in sears and I was stopped by a man and he accused me of shoplifting and called the police the police showed up ran my name and no record of anything the store detective accused me and said he had me on camera stealing and he chased me out before and I got away from him I asked to see the camera he said I will see it in court with a warrant for me I was embarrassed cause every one in store was staring at me and the store detectives was harassing me till I was crying in tears the police searched me and my purse found nothing of course the manager came and I know of her from being there a lot I said they are accusing me of stealing she said you are in here all the time and I said that cause iam a loyal customer the store detective continued to treat me like dirt I have never been treated like this before I was in tears then the manager says sorry I guess you are not her and no one was sorry or anything this has affected my life now as I go into other stores and I keep thinking how someone can treat someone like that and get away with it it was awful to feel that much humiliation this has caused me some serious mental anguish

We bought a Kenmore elite on 6/28/15. It is now broken. We had a repair guy come out several weeks ago and since the refrigerator was not making noise, he said there was nothing wrong with it. They sent another repair person and he said that the circuit board was going out. THis was a known fact with sears but failed to tell us. They ordered a new circuit board for this $3000.00 appliance. Refrigerator is now completely out and all of our food will be lost today. They are not coming out until Tuesday. It is SUNDAY. NEVER PURCHASE FROM SEARS/ KENMORE ELITE- Piece of JUNK.

We've read all the complaints about the subject fridge. Ours is about 3 years old. There's been a bad smell emanating from the freezer and fridge for 3 months. Smells like a chemical of some sort. Our ice smells like it as does food that sits in there for a few weeks. We had a repairman come out and say "no problem" and charge us $130. (Oh and he said he could only smell my wife's perfume.) sears bulked at sending someone out (preferably less creepy). We still have the smell--and taste. What to do?

On August 13, 2015 I purchased a silver and diamond bracelet for my mother’s birthday from Sears. I had it shipped to her address. The bracelet was only $122 after the sale, a coupon and my rewards points. I received a notice from Sears that the bracelet had been delivered on her birthday August 17th. On the 20th I contacted my mother to ask how she liked her bracelet. She informed me that she had not received it. I contacted Sears about the missing bracelet. The customer service person said he would launch an inquiry as to where the bracelet was. He asked if I would like to reorder the bracelet, only now the sale was no longer available, I no longer had the coupon, and all my rewards points had been used so, the bracelet would now be $972.99. No was my answer.
This is the email I received the day after my complaint.

[protected]@customerservice.sears.com
To
Aug 21

Dear Lauri,

Thank you for shopping at Sears.com!

We received your inquiry regarding the credit to be issued to you on order #([protected]). A bank check in the amount of ${ 161.33 } was issued on 08/17/2015. This credit was issued for the missing item "Sterling Silver 1/4 Cttw Diamond Bangle Bracelet", please allow 10 business days for the check to arrive.

If after the 10 business days you have still not received the bank check please contact us at [protected] or [protected]@customerservice.sears.com and we will further research the matter.

http://www.sears.com

Thank you,
Danny S
Sears Member Service
[protected]

Notice that the check was said to have been issued on the same day I received notice that the bracelet was delivered. And, when I received the check, it was for $126.70 and was dated on the 20th.

Also on August 17th, my Sears order history shows that there was a return for 4 items at $297.12, in a store in Gaithersburg, MD 20877. I have never been to Maryland, and besides the bracelet listed as returned, the other 3 items are not identified.

I was sent an email from Sears asking me to review the bracelet. I filled out the form and explained that I could not rate it as the bracelet never arrived at my mother’s.
On August 29th at 10:31 AM, I received an email from Sears regarding my review of the bracelet….Here is the email heading…..

Everybody's a critic, but YOU are the expert …
Sears
To
@yahoo.com
Today at 10:31 AM

How’s that for customer service. PLEASE join me in a boycott of Sears and Kmart stores. For a company fighting to stay in business, they really do not know how to appreciate their customers!

Dear Sears, I am placing a complaint on a service order # [protected] provided by your technician #0015181 on July 29, 2015 (Sears # is 0008935). This was for the repair of my Kenmore washer model 110.[protected], which was overflowing water by the detergent canister upon cycle start. The technician came home during late afternoon that day to do the repair at the day accorded, my daughter (21 yrs) was home when he arrived as my wife got tired of waiting the whole morning. He did a partial dis-assembly and test of the washer. The only repair he did was that he unclogged the filter of the unit. Afterward he indicated that the unit was too bad to repair as it is because the basket was broken and said that although he could solve the overflowing issue he was not doing it because he was not going to take the blame of putting back in service an equipment with a basket broken because it could cause catastrophic damage and he could loose his job, that he knew of other technician that repaired one and got fired because of an accident later. Based on that, he was recommending a whole list of parts to be replaced totaling about $850 in parts plus $400 in labor. He wanted from my daughter a sizable down-payment to "secure" the job. At that point, my daughter called me to have my opinion first and placed him on the phone so I can discuss it. I said I was not convinced because the unit was working fine except for the overflowing as I had checked the unit the week before myself and though it might be an issue with the pressure switch that controls the water level (I am a mechanical engineer). He stood firmly on his estimation and said he had no more time to discuss it because he had other appointments. At that moment then I asked him how much was it for his work and he asked for $162 plus tax. I said no way as my wife was told over the phone during the appointment call it was going to be $79 for the visit. He said he needed to call his office to check. 3 mins later he called me agreeing to $88.09 including tax. My daughter wrote him a check and he left kind of furious. Coincidentally, I have a home security camera at the laundry in which I could corroborate this when I got home that night. I made an appointment with another local repair technician this week (non-Sears), who checked the unit yesterday. He found that the only problem the unit had was that the plastic boot at the bottom drain of the tank was partially out of place as the metal band securing it had slipped. The basket itself is in perfect shape, it was only one of the holding corners that had unfastened. His charge was only $50 for the 30 mins it took to repair, and no new parts were needed. Evidently, your technician a) was unsure of what he was doing or b) was trying to ripe us off with a phony repair. Either way, this is completely unacceptable from a company of over 100 years in business. As your saying goes, "customer satisfaction or your money back" applies in this case. Please refund me by check the $88.09 your technician 0015181 took from me.

Three (3) years ago I bought a $800 Kenmore Elite dishwasher with an extended warranty. The dishwasher proved to be a total lemon but the extended warranty paid for all repairs (and they were extensive) UNTIL it was decided to replace the unit due to 4 function errors in 12 months. I was appalled when Sears Extended Warranty offered me my "replacement"---it was $540.00 towards a new dishwasher. Now this is NOT a replacement, it is an allowance. When I disputed this the warranty rep said they did not have to replace the exact unit just offer an amount based on "comparable" features. I even looked, today, at the web site touting their extended warranties and is specifically states--REPLACE, which any person would take at face value of replace your item. There is no way a low end GE (which is the only unit available at that price) is "comparable" to a high end Kenmore Elite. DO NOT BUY THIS EXTENDED WARRANTY with the expectation your exact unit will be replaced with the same existing unit. I am totally disgusted with Sears and will never buy another product from them.

About 5 or 6 years ago I went to court for a case for sears with this attorney on this day I sat there till about 2 pm when my case was called the other attorney never showed up. That dec of the same year I recieved a judgement agianst me well I am un employeed and have been sense 1992 due to illness and have been very ill and now have a heart condition on top of all this with heart racing to 145 bpm. The judgement was mailed to me I cant understand how they got it nor do I think its real if so I cant see how they can collect and havent tried too. I was there that day they never showed. Well I just recieved another letter yesterday for 6, 759.59 the actually account is only ober or close to 3, 000.00. File number is 6r309 civil action number and this is not a summons is 03-663 and says re: sherman acquisition limited partnership I went to court that day to agree to pay 25.00 a month and they dont show and I get a quote un q2uote judgement really now they are after me for a paypal that was a summons I have to answer and offered 25.00 a month but there holder is midland which I have a judgement with but have been paying faithfully. Please help me stress causes the heart to race I have no income and my husband makes only enough for us to survive but not qualify for help. I have been so ill I spent a year and a 1/2 in bed and now the heart condition please help thank you

Please be advised that i purchased a sears lawn tractor during the early summer of 2013. The lawn tractor is the epitome of inferior craftsmanship. Since i have owned the tractor i have experienced the following problems; the cutting deck would not go up or down, the tractor would not go in forward or reverse, the muffler has fallen off, and most recently as of two weeks ago the cutting pulley has broken and i have not been able to cut my grass which is extremely high as i yet await the friday july 31 arrival of your technician. I; however am fortunate that i purchased a maintenance agreement because had i not i would have money in repairs commensurate with the cost of a new tractor of certainly another brand. In a word, ridiculous!

bought new French door bottom fridge in 2007
control panel replaced under warranty in 2010 lost food
control panel replaced non warranty in 2012 $337 plus lost food
control panel out again in 2015 estimate to repair $357 plus lost food
door seals replaced 2 times
sears has shown no interest in correcting what is obviously a recurring problem
Chick the associate I spoke to in rancho Cucamonga ca was of no use and Brianna in customer solutions [protected])employee number 410473 could not have been more petulant or sarcastic in telling me that I should have purchased the extended warranty to cover the same repair for the 4th time
Sears is a mess and so is Kenmore .

Sears sales service has gone down the drain. I don't know in which alternate reality it is okay to not even acknowledge a potential customer, especially when said customer has been waiting for OVER 15 minutes. While the sole salesperson who was apparently able to answer questions about microwaves was attending a bleached-only-in-her-dreams-was-she-ever-pretty-enough-to-be-a-cheerleader type who was absolutely clueless, he could have just said "I'll be with you as soon as I'm finished with this customer. Instead, I was left wondering "Will anyone notice that I've been standing here looking very interested in home appliances?"
If Sears salespeople will treat me like this when I want to make a purchase, I shudder to think how they would treat me for any other issue. Sorry - I'll go to another store that has staff who want to make a sale. Loews, Home Depot, PC Richards & Son - they should be sending thank you cards to Sears. I prefer to deal with professional people rather than the "professionals" at Sears.