Sears
Reviews and Complaints

Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over...maybe they will realize they have a problem?

Louis J. D'Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com

Sears Executive OfficeTelephone [protected]

Bought a refrigerator end of 2007
within the first 4 months we had sears come down because the freezer would get cold & the refridge would stay warm. Finally after the third time they replace some parts & all was good for approx 14 months but now again we have the same issue freezer works refrige stays hot . since we are out of warranty they tell us the sorry blah blah speech which means TO BAD. Now I dont think its to much to expect that a new refrige should last more then approx 2 yrs.. This refrige has had the same problem numerous times & they should fix it replace it or whatever ..
If they feel their products are so good then give me a FREE extended warranty which cost you nothing if the refrige works no problem. A win win situations

Dear Sir; AS a baby boomer I of course grew up seeing the sears catalog in our home. I also really hate to see this american icon fade away and hope some how it survives. If it would be of any help would a few off the walls ideas be of any help? Could you somehow contact either the Boy/Girl Scouts to see if they would be willing to donate some service hours to a Sears store as free help. How about any youth church group also with service hours to donate. Would a service group from Sears be willing to set up Holiday decorations as a service that could also either provide these decorations or set up the owners for a fee. How about home delivery of purchases made at the stores. To include bringing them in and putting away such. As i know many older clients might appreciate. By providing such personal service that the big stores have forgotten about. How about retired craftsman offering in store service of items that need repair. Would older sears fateful be willing to pay abit more if it was made in the U.S.A. How about insured drivers who would pick up and deliver door to door. To DR. appts, schools, shopping. Things older people do everyday. I'am sure some one some where has already thought of these ideas but I felt like maybe hearing them from a different segment might stir someone else with a new view. Any way keep trying as I would hate to see a lifetime icon fade away. Thanks for your time, Glen Laird glenlaird45@ yahoo.com

Regardless of whether the contextual tense is accurate or not, this is American and the primary language is English not Spanish.

I AGREE!
This is American and we speak English here. If people want to speak their native language go back to their native home! I get tired of hearing people from other countries complaining that the people HERE don't speak THEIR language! DAH GO HOME!

If you are going to gripe in a forum you really should learn the English language that you obviously do not know too well yourself. I think that's called ignorance. Your comment would have been taken a bit more serious if the context was in the correct format.

the glass broke in the door of our Amana oven. (purchased in 1999) We went to Sears to buy a replacement glass and they sold us the whole door and charged us $131. It was to be shipped to our home in one week. That was March 25, 2008. We still don't have any part so we called again (third time) and they say that we need to be patient. So my daughter went online and called Amana who informs us the part is no longer available. Wait a minute - the range is only 9 years old and the parts are already NOT AVAILABLE? So the lady on the phone (who was very nice) suggested we google obsolete parts. We have found nothing and some of the googled companies don't even carry obsolete parts anymore but failed to remove their ads that say they do. I am so frustrated. How can a company stop carrying replacement part after only 9 years of making a product?

AND - Sears finally called back and said they found that the part is unavailable. How long would we have had to wait to find that out from them if we hadn't pushed the issue? Sears is going under for a reason. That's too bad; it used to be a GREAT store.

When you call their customer service dept. to schedule service, you are thrown into their national phone pool where the reps cannot help you because they do not know and cannot understand the english language.

I was online searching for Parts for my Craftsman Lawn Mower that I purchased from Sears. After a lengthy search I finally found a parts direct website. I inputted my parts numbers and was told that I had to phone a customer service person in order to obtain these parts. So I did! This is the part where I start to get frustrated. The number I called was an American number and could not help me. This is after spending over 5 minutes on hold waiting for a person to talk to. She then switched me over to the Canadian version of the waiting game. So there I sat and waited...and waited and waited...and waited. FINALLY a person answered. I was ready to light right into her about the poor customer service but she was very nice and I realized that this poor woman is sitting in a call centre doing her best. So I ordered the parts I needed. But I had a question. I needed to know if the Jackshaft housing came with all the parts, or inards as I like to call them. She did not know. I knew she would not know because who hires persons with knowledge to answer phones about their product anymore. How can a company pay their employees minimum wage if their employees were knowledgeable about their product? I cannot believe the poor customer service we are accustomed to and really just accept the fact that we can stay on hold for an infinite amount of time. If a company is going to advertise a website to order parts from they sure as hell better have such a website to order the parts from. And if a company is going to advertise a parts and service phone number they sure as hell should have someone answering that can at least answer a simple question about the parts and service they are selling. We are far too complacent about everything in this CRAP customer service world we live in. Whatever happened to businesses that wanted our business? Whatever happened to friendly and knowledgeable sales people who wanted to make the sale and have a happy customer that will return again and again. Sears Canada used to be a place to purchase all your household needs from clothing to appliances to tools. Sears Canada used to sell these items to the majority of Canadians because of the high quality of the product and the great customer service that followed the sale. Maybe if Sears Canada had continued with this success many Canadians would still want to purchase their items there.

This company has been involved in a washing machine repair since Dec 3, 2008. They have ordered more than $800 worth of parts for a machine that would cost me $400 to replace today. I paid $389 for it in Aug of 2005..so this machine is likely worth only $250 today. They have left my home and said that the product was repaired 2x. The customer service department is completely uncooperative.They are not willing to make this case a priority, even thugh they have attempted 5x to repair the machine! I have been with out a machine since Nov 28th. They have offered me no compensation for my time or the cost to outsource my laundry. My home warranty company has approved these charges, otherwise I would have NEVER approved this. My machine is still broken and they have a 6th appointment scheduled for Monday, January 12th. I am not hopeful that it will be repaired.

I had an appointment for Monday July 13, 2009 between 8a-12p and received a call from Sears during that time informing me of a scheduling problem and the technician would need to reschedule. I rescheduled the appointment for Friday July 17, 2009 between 8a-12p. No technician showed. Someone was there the entire time.
I called the national customer service number at [protected] at 1 pm the same day and was referred to the call center that handles the area (I live in Miami). It is called Plantation Customer Service. The number is [protected]. I was told the technician arrived in Miami at 11:20a. I told the person waiting at home to not accept the service if the technician showed because the wait was ridiculous. I called the customer service number again to complain and was told that technician actually had a light day and was then told that he was in a meeting.
I was then forward to someone I guess was a supervisor. I made a mistake by not recording her name. She told me that Sears would reimburse $150 in labor and $100 in parts and told me that my file number would be my phone number and she would call me later with all of the information. She also told me that I would be rescheduled for Wednesday July 22, 2009 between 8a-12p.
I called Tuesday July 21, 2009 to verify my appointment was scheduled for Wednesday. The rep told me that all she had in the computer was my last appointment for Friday. Apparently there is no record of anyone doing anything after my Friday call. After calling on Tuesday I received a voice mail later that day informing me of my new appointment. It was not scheduled between 8a-12p as the person said. It was scheduled between 1p-5p.
I called Sears again on Wednesday July 22, 2009 at [protected] at 915a and the rep (Gabe) confirmed my appointment. I asked who scheduled it and she was unable to do so. I asked because I did not and would not schedule it for that time period. She returned and told me the technician’s supervisor (Olga) rescheduled it. I asked if there was anything in the file stating that I would be reimbursed and she found nothing. I canceled the appointment during that call because I was tired of this.
This is horrible customer service. I advise you to never use them.

This is a copy of the letter I sent to Sears customer service which explains the entire story...

I am writing about an experience I have had with sears.com which I can only describe as despicable service at best. I placed an order on sears.com for a queen box spring Jan 23rd, order #[protected]. Before placing the order I called and spoke with a rep and wanted to make sure that the pricing of 75.00 was correct with the box spring. The rep told me that yes it was and she could take the order over the phone or I could place it over the internet. I explained to her I would discuss things with my wife and probably just place the order over the internet and thanked her for her time. A few minutes later I decided to order the box spring. We received an email Wednesday Feb 3rd that the box spring was ready to be picked up. I went to the store Sat Feb 6th to pick up the spring and from here everything unraveled. Shortly after scanning a upc from the email we received from Sears a sears employee from the merchandise dept walked out with part of the box spring. I asked him where the other half was and he explained to me this was all they had. He told they thought the box spring was for a bunkbed and that we would get his team lead. A team lead walked out and asked to see my order slip. I showed her the slip and she explained to me that I would have to discuss this with customer service as the order was filled and there was nothing more she could do for me. I explained to her that this put us in quite a bind as we have been sleeping on a mattress placed directly on slats on our new bed and this is why we ordered the box spring in the first place. The "team lead" recommended that I put a piece of plywood underneath the mattress and suggested the mattress store down the street may have a box spring and that there was "nothing more she could do for me". Throughout the conversation that I had with the team lead never once did she apologize for the confusion, the mistake, the inconvenience, no apology, period. After this I walked over to the customer service desk in the store where I explained the situation to the assistant. This employee was more friendly than the team lead from customer pick up, but explained to me that she couldn't actually issue a refund for the purchase because I payed for the box over the internet. She wrote down an 800 number on my pick up slip and suggested I call the 800 number and they should be able to help me. I called the 800 number while still in the store and after going through a series of menus reached a rep. She explained to me that she would have to contact a supervisor and that she would probably be able to issue a refund but it would take 7-10 business days and informed me to be sure to leave the box spring in the store. Nobody really seemed to understand or appreciate the fact that I was livid and pretty upset at this point as I have been extremely inconvenienced. I went back to the Service desk and asked the associate if I could speak with the store manager as nothing seemed to be getting resolved. About five minutes went by and store manager Aaron walked over and shook my hand and listened to what I had to say. He was quite professional and was surprised at how things had unfolded up to this point. He was surprised the the team lead in customer pick up did not apologize or try to help out more, and told me he wanted to issue an immediate refund and try to still help me get a box spring yet. He issued me a cash refund and walked me over to the bedding dept where he was looking for the bedding dept manager Rita. Rita was not in at the time and Aaron took down my name and number and said he would have Rita call me as soon as she returned and that they wanted to come up with a solution to my problem. He apologized at least 4-5 times as said he could completely understand why I was upset. About 30 minutes after leaving the store I received a call from Rita at the Sears store. She explained to me that what seems to have happened is that the website did not show a clear messege that both sides of the box spring needed to be ordered and that the rep who I originally called before I ordered this should have known and offered another apology. She explained to me that it would be wise for me to purchase both box springs but that if I purchased them at the store I would have to pay full price, but that after looking them up online they were still on sale for 75.00 a piece. I talked this over with my wife and we decided that we would order both pieces as we just wanted to get this taken care of. When going online at sears.com indeed the picture did show the sale price of 75.00 a piece, but once clicking on the picture the price went up to 150.00 a piece. I tried going in and out of the site, trying different navigation methods several times and it would not show the sale price when zooming in. I called the infamous 800 number and explained to the rep what had happened, went through the entire story in abbreviated form once again, and she apologized and said she understood how I must be frustrated, she went on to explain that she was going to talk with a supervisor and try to get the price adjusted so I could still get the "sale price". She placed me on hold a few minutes where a "case worker" then got on the phone. The case worked asked if I would explain to her what happened. Again I went on to tell the entire story to this case worker. She then went on to tell me that the box spring's price is "clearly listed" on the website and that sometimes google does not catch up with the website when sales are over with. I explained to her the price is clearly listed on sears.com and she did not address this but went on to say that "I should have read the pop up messege that has been in place for the last month on sears.com that clearly states that with a split box spring both pieces must be ordered". I explained to her that a pop up box never showed on screen. I explained to the case worker that I called and confirmed the price with a rep before even placing the order and the case worker then told me "you had to have clearly seen the pop up messege stating you need to order both pieces" I told her once again that a pop up messege never appeared on my computer and that when reading a recent review for the same box spring on sears.com another customer had the same exact thing happen to them, and received only one box spring after a rep told them ordering two was not necessary. The case worker then explained to me "sir there is nothing I can do for you when you are clearly lying to me that a pop up box did not appear on the computer screen". At this point I lost it and thought to myself "are you kidding me"? I am the customer, I am the person who searched the internet and decided to shop with sears. Sears did not pick me. I am the person who helps pay for Sears's employee's wages. I am the person who works a full time job and decided to spend my hard earned money at Sears. I want to make it clear that this is not even my first purchase at Sears. My wife and I purchased a plasma Panasonic 50" tv less than a year ago from sears.com. After this experience I will NEVER shop at sears again. I am a rep for General Motors and work with over 170 dealerships in the Chicago and Milwaukee area. If I treated my service managers and Warranty clerks the way I have been treated by a majority of your staff I would not have a job. This kind of behavior is disgraceful and disgusting. I've never been accused of lying by a store before, and hopefully never will again by avoiding Sears and Kmart and any other associated stores all together. What happened to the customer is always right? I know customers are not always right, but this is sad customer service. On a brighter note I called a local mattress store fifteen minutes after getting off the phone with the sears "case worker" and ordered a box spring from the "Mattress Doctor" and it is to be delivered less than a week from now. Sears, never again.

Tim Langworthy,

-Former Customer-

At 5 pm on a Tuesday, I took my car in to Sears Automotive on Willow Street in Manchester, NH to see why the air conditioner wasn't working. The guy working said his "air conditioner man" wasn't working that night and for me to bring it back the next day at noon. So the next day, during my lunch break from work, I drove over. I stood in line for over 30 minutes and no one would help me. I asked one of the mechanics that was standing around, what was up?...He said he was on a mandatory lunch break and couldn't help me. Correct me if I'm wrong, but shouldn't folks in the retail business take lunch breaks other than when the rest of the world takes theirs? That's when most folks go out to get stuff done...on their lunch breaks. Needless to say, after wasting almost an hour, I drove off with no help and went to another place instead who took me right away. In this economy, I don't understand why outfits such as Sears are not interested in keeping customers. I'll never go back.

We bought a new refrigerator from our local Sears store and scheduled for delivery. When it was delivered one of the doors was dented, and the delivery guys scratched the other door bringing it in the house. We were given a number to call to set up a service day. The first service day (which my husband had taken off work for) the guy wanted to know where the new doors were for him to install. They had never ordered them or ecplained any of this to us, so we assumed he would be bringing them. We then scheduled another service day (which my husband took another day off work for) and they were supposed to come today between 2 and 5. At 4:30 they called to say they could not come because someone had called in and they were shorthanded. When we called to reschedule again they would not work with us on a day that we would not have to take off from work again since this was their fault. The guy who said his name was Jose from the customer service number I called was completely rude and arrogant! He would not let me speak to his supervisor and told me he was the supervisor over everyone. I told him that everyone has a boss, and unless his name was Jose Sears and he owned the company he had a boss too. He then told me that was his name! What a jerk! I will never buy from Sears again! Worst customer service ever!

I ordered a garage door opener from SEARS.COM on May5, 2010. Today is May 17th and was told that Sears delivered my garage door opener to Sears store in Jackson, TN via UPS. I have been on phone with sears.com 3 times now and was told on Wednesday May12th that door opener would arrive at my father in laws home on Monday the 17th of May. As you can see it got delivered to their store instead. The gentleman at Sears.com took off shipping charge of $17.50 account of inconvenience to customer on Wednesday the 12th. I feel Sears needs to offset costs to accommodate poor handling of this order. The order confirmation number is [protected] Sales check number is [protected] and item number is [protected] . RC number is [protected] . Please do all possible to resolve this matter as labor costs has far exceeded costs in product not arriving to correct destination on time.

One month ago I called Sears to request technician service for my treadmill, I requested the appointment for today January 13, to assure I could be more available to receive what I requested. Sears doesn’t call to confirm appointments, so I called there customer service line yesterday (Jan 12) to assure appropriate use of my time. In my call, I was told by customer service personnel that they don’t give time appointments in Puerto Rico, and that they recommend: "I should take my day off and rest while they arrive".(abusive) wait at least from 8am to 5pm.You know what? I did, I woke up 2:30 am, I went to start my work at the hospital, (doctor) left some things done, and traveled back home to beat home at 8:00am as they told me; then I stayed at home until 5:30pm and they never arrived after nine hours . During this period I called twice a 1 800 number and I received the same response. “there is nothing we can do, for Puerto Rico, there are no hour for appointments, so just wait. We cannot call the technician. Just wait. After the nine hour wait, I called again and asked for a supervisor, they made me wait in the phone, hearing music for twenty minutes finally they hung the phone. I lost nine hours of my work day just for nothing. Finally I went back to the hospital to complete my work, nine hours late. They have no respect for their clients.

I, too, have problems getting Sears to fix our washing machine. I made the mistake of buying a warranty for a year, and the machine is still not working properly. The worst part is that when you call, you get some person from another company that you can't understand. It takes forever to get an appointment. They book out forever, then you have to take off from work to sit around your house waiting for hours for them to show up. They give you a 4-hour window. Never again. Going to buy appliances locally from now on.

Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over...maybe they will realize they have a problem?

Louis J. D'Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com

Sears Executive OfficeTelephone [protected]

Recently I purchased the Maytag Washer and Dryer made by Whirlpool at Sears. I wanted to go with whirlpool and am a big fan. They set it up for a left side vent and I was good to go. Delivery was scheduled for Wednesday. I spent over 3, 000.00 in the transaction.
Wednesday, I was called and told it couldn't be left side vented. They weren't delivering it. After investigation they conceded that it could and we scheduled delivery for Friday. No calls were made to me and my washer/dryer was not delivered. I had to call and found out that it can be left vented but "Sears wear house L.A. " hasn't been trained and don't know how to do it.
I decided to take the back vent set up and rescheduled for today, Saturday. Again I waited and no washer dryer were delivered. again, I called and they said it wouldn't be delivered.
I am writing you because this order is now cancelled and you lost a customer. Someone needs to really address this issue with Sears. Completely unbelievable.
Please forward this to anyone who would care to investigate.
thanks,
Steve Springer

again a big corporation has taken advantage of a disabled senior citizen
.no help from B.B.B. OR the DBPR AFTER ALL the documentation proves i have
been victimized . in my opinion all party's involved are being influenced
by sears home services in some way or an other an do not want to be
bothered by truth of a disabled senior citizen .B.B.B SERVES NO purpose
either does the D.B.P.R. unless you have money.salesmen misleading coustomer in contract an improper material installation not to code or mfg.specs.as promised. although passed code inspt.?
paid 14, 880.45 doll
ars for this

sears home services salesmen misleads u in their roof sales presentation. contract is done on a cd for your computer.mine malfuctioned making it unable for u to read your contract. also making it to late to cancel in 3 days notice. now u are in a binding contract. sears did not mention fine print in their contract or fine print of manufactures material being used.mfg.only guarantees u a good roof shingle. if installed not to mfg.specs. like mine an most likely all roofs. mfg.voids their product warranty .salesmen does not tell u that.

my roof was installed by their sub contractor an failed county code inspection 3 times.sears management ignored me on installation issues after multiple phone calls.managed to contact a state senator about my problem. only after that did sears respond. they had to remove a brand new shingled roof do to improper installation . i documented the complete installation of the roof .also did the same the second time.pictures of shingle nailing.sheathing drip edge ridge vents also video. pictures dont lie.new contractor for second reshingle tried to scam me on plywood that was to be repaired caught him with pics. roof is installed just as bad as first time.if not worse.passed code inspection.they are unable to see how shingles are nailed after the sun beats on them. code does not care about shoddy workmenship code is immune from prosecution. .both contractors did damage to my ceilings.both say it was not their men. contractor says men were not in attic they were in there to remove nails that miss trusses.i have video of them coming out of attic. in my opinion how can u trust a company that hires contractors that lies an are unable to install a roof to code an mfg.spec.check out web site. http://s760.photobucket.com/albums/xx249/wheredoesitallgo/Brunelles%20improper%20roof%20installation%20from%20SEARS/

The through the door ice feature never worked properly. It kept freezing up and then we would need a hair dryer to melt the ice enough to dislodge it and clear it out. "Epic Fail" is an overused term, but applies here in spades.

My cooking Sears/Kenmore cooking appliances have been broken down since October 12, 2015. 5 attempts made to repair units and techs unable to troubleshhot. 3 additional service calls made after the last tech's troubleshoot and they have decided not to show up to promissed service appointments. On one of the actual attempts made to troubleshoot, a tech said "to have my power checked" and I did; NOTHING WRONG with my home power that would cause my units to malfunction. Electrical tech advised to have Sears tech thoroughly check appliance and its immediate wiring as he found nothing in my home power to have an issue.

Purchased a Trio Refrigerator which burned up due to the light never going out. Tried to contact customer service on a Service Flash 46-515r4 to schedule a service appointment and got the run around about there is no such Service Flash and that the Trio is out of warranty. Sears needs to start standing behind their products. I will never buy a appliance from Sears ever again, I cant rely on Sears to make it right after spending a lot of money on supposedly a top of the line frig.

Frank Gillingham

WE will never buy KENMORE PRODUCTS FROM SEARS ANY MORE HERE IN TACOMA WASHINGTON
WE BOUGHT STOVE FRIDGE AND WASHER AND DRYER, AND THE ONLY THING THAT WORKS STILL IS THE WASHER . EVERYTHING ELSE BROKE ON THE FRIDGE THE ICE MAKER NEVER WORKED FROM DAY ONE AND WITH A FAMILY OF 10 WE NEEDED THE ICE MAKER . AND ON THE STOVE WE HAD A SMALL AN D BIG BURNER IN ONE WELL THAT QUIT WORKING, AND THE DRYER WELL IT QUIT WORKING OVER 2 YEARS I HAVE BEEN GOING TO THE LAUNDRY MAT FOR OVER TWO YEARS TO DRY OUR CLOTHES. AND BELIEVE WHEN I SAY IT SUCKS NOT TO MENTION THE MONEY THAT I HAVE SPENT OVER THE TWO YEARS BUT SEARS DOES NOT CARE ABOUT YOU AFTER YOU BUY THERE STUFF. KENMORE IS THE SAME WAY
SO PLEASE DO NOT BUY KENMORE PRODUCTS PLEASE PROTEST THE ITEMS.
THANK YOU CATHY MOSLEY