Sears
Reviews and Complaints

A Sears Kenmore Elite Stainless Side by Side Refrigerator Model 106 on Master Maintenance Agreement Plan developed many cracks in housing. Sears replaced door housing but not the refrigerator housing on 9/2011. Sears repair person recommended replacing unit but Sears Maintenance did not do so. Cracks continued. On July 5, 2012 freezer was leaking blood on wooden floor from meat unfreezing and/or unit overheating. Refrig was not cooling. Went to change light bulb on back of refrig to see better. Light bulb broke off in my hand. I discovered a giant crack in back housing into light socket at 1:30 pm when I returned home and discovered mess. Called Sears maintenance immediately. "Tim, #79716, said someone would be out in 24 to 29 hours to look at the situation. Told Tim this was emergency situation, fire hazard and health hazard, plus hundreds in food and floor repair loss. He did nothing get someone to address the known fire hazard, danger and food and floor destruction at 1:30 pm when there were repair agents in the field in Hawaii. Asking to speak to his manager, he instead connected me to Master Protection Agreement, Mary Cruz, #4538 Unit to start a claim loss for food. Mary Cruz said "Tim" gave incorrect information. "That is another dept. They don't understand what goes on in this department. I answer questions only. A claim loss cannot be started until after Sears Tech evaluates situation (Remember Yossarian in Catch 22?). Asked to speak to her supervisor. "Glenda, manager, " would not give her employee number. Glenda put me on hold to "try and get a repair person out now". After 1 hr and 34 minutes (phone records to prove it) I was cut off. No one called me back. I went through whole process again, Finally got back to "Glenda's " dept. Glenda would not talk to me. "Maria, # [protected], said Glenda told her repair dept was now closed. (Note, "Tim at repair was open when I first called. Obviously they kept me on line for 90 minutes, then cutoff, so no action was possible) Maria said that was another department l.They would not help me. Then called repeatedly to Sears Corporate [protected]) which only had messages. One message said to call Hazmat *63333 if safety problem, another to call *411 if emergency. I did both three times. No response, "No such number" Result? Refrigerator/Freezer running, all food thawed/warm, leaking over now warping wooden floor, safety/fire hazard with light/cracks/socket. This is know safety /fire hazard in Sears Refrigerators I know now . Losses in the hundreds. Have read many internet complaints now of same problems. Does anyone know of any lawsuits that provided remedies for losses and safety hazards? I am taking photos now of the situation. Will save as proof and upload after development.

I purchased a top of the line Samsung dryer six months ago. The sales representative sold me on the warranty. Supposedly if my dryer broke their prompt sales representatives would be promptly there to fix it. Sure enought 2 months after I bought the dryer it broke and someone came to fix it, but I had to wait for 1.5 wks to get someone there. That was my first experience so I thought that I would let it go. Now, 6 months after the purchse of the product the dryer breaks again and I make an appointment for someone to come out and report. Once again I had to wait 1.5 wks for someone to come. My husband and I work full time so I had someone come stay at the house to open the door because they couldn't get anyone out in the morning. Then, 5 minutes before my window started the repair department calls me and tells me that the repair man had his truck break down and couldn't make it. The next available appoitment was another 1.5wks away. I was livid. I asked them to do whatever they could to get someone at my house sooner. I was transferred to customer care, but no one was able to do a thing. NEVER buy Sears Warranty EVER. They have terrible customer service.

On June 15, 2012, because my car had a screw in its rear left tire, so we had to find the closest place to fix the tires. So we went to the Sear’s Auto Center in La Jolla and in the process of checking our tires, they noticed that our cars alignment was off so we agreed to recalibrate it as well. So we went into the offices and paid the price which was including the repair and replacement of tires and the recalibration of the car alignment. The price of the four tires charged was $680.60, tire balance performance $59.96 and the alignment was $84.99 coming to the total of $885.73. After waiting for a few hours, we were brought to our car thinking that everything was fixed. However when we were driving back up home, and we noticed that the car’s alignment was completely car as it swayed to the right and we knew something was wrong. So, we went to the San Jose Blossom Hill Road Sear’s to figure out why our car’s alignment was still so off even though it was “supposedly fixed”. It was then the employee explained to us that the car alignment was never done. The proof of the car alignment was given to us at the second Sear Auto Center we went to but we never received such proof from the Sear’s Auto Center in La Jolla. I am extremely upset by the service this Sear’s Auto Center. This was not only unacceptable because they lied to us, but also because it was extremely unsafe to drive under those conditions. So for the past few weeks, I have been calling Sear’s in order to voice my concern and complaint, and I had been promised an apology by the district manager of the store, but I have not yet received a call. Right now I am upset because not only did they swindle me by taking my money and not fixing my car, but also because they are rude and untrue to their words. I urge anyone to not go to Sear’s Auto Center to ever have any of your car needs repaired. I will not let this incident slip pass, I will go to Auto Consumer Business Burea to voice my complaint.

I went to sears optical because they accept and offer discounts to aarp members. By the time I was done I waked out of there with a 350.00 purchase. When I got home I discovered that 1- I was not offered a cheaper lens alternative, 2-I was charged an "accessory fee" at 29.99 and not told about it(for a service that I was lead to believe at the end of the sale was free) They say they gave me a 30% discount for aarp(which would have made the sale 105.00 more) which aarp said was supposed to be a 40 % discount. This was supposed to be a noline bifocal 2 pr for 99.00 sale. Needless to say, I called the next day and demanded they cancel the sale and return my money. Oh I also told them I needed transition lenses and they were not ordered as transitions. I also reported them to aarp because they recommended them so be careful out there folks, deception seems to be the order of business for all chain stores or any big business out there. I found a place on line Coastal.com in Canada and got the same glasses as well as the transition lenses for 138.00. They're due to arrive tomarrow. If they're no good or don't live up to their word, I'll be back to let you know

On May 03rd I received the service from Sears repair and service department to check my refrigerator. The technician found a fault and said we need to order a part in order to fix the refrigerator. We paid $ 242.06 and the technician ordered the part at that moment. He informed us the part would arrive within 3-4 days and we need to call Sears once we receive the parts and a technician will come and fix our refrigerator.
71 days has passed, until now we have not received the parts and every single day we are calling to Sears, spend hours each day to find out what happened to the order. The representatives affirm us the part is on its way and we will receive it the next day. Refrigerator is a daily necessity and with the Houston summer is very difficult to wait for such a long period of time, calling every day and have patience.

It is our humble request to resolve this issue at your earliest or at least let us know if you are unable or have issues to provide your service to your consumer and we can find some alternatives.

Respectfully,
Sherali Haiderali
5303 Dawnington pl
Sugar Land, Texas 77479
[protected]

I ordered a Refridgerator shelf on May 20, 2012. {Which was a Sunday} Twenty minutes later, I found the outside fridge shelf fit the indoor shelf so, I called Sear to cancel. I found it was against their policy to cancel. So, I would have to pay shipping just to return it. Now, June 8, 2012, three weeks later, I still do not have the order. I called Sears to find out where my order was, the guy was unhelpful and put me on hold. After being on hold for twenty minutes, my husband calls on a different line, handles the business, and I am still on hold. I hung up 35 minutes into the call. I then called to speak with a manager. I was hung up on four times, put on hold for 35 minutes at a time, and given excuses why a manager could not talk to me. (They were in meetings, on the phone with other customers or would not talk to me without an order number). I went on live chat and was given a HUGE runaround, the conversation is posted below...Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding. Hi, my name is Chambers, and it is my pleasure to assist you today. May I have your name? you: Chambers: Good Evening! How may I assist you today? you: I have a serious complaint about your service... and this is just my first step. Chambers: I understand that you are looking to give your feedback regarding our service, may I know the problem you have faced from our service. you: On May 20, I ordered a refridgerator shelf. Then 20 minutes later, we realized our outdoor fridge had the same shelf and I called to cancel the order. I was told I could not cancel. Now, three weeks later they tell me it was back ordered. Still... they will not cancel. He did however give me back the shipping cost but told me it would be ANOTHER week before it got here. you: I asked him directly if the order had shipped, he said it had. It is the now the 8th... you: This part will be sent directly back... they were informed this on May 20. you: I called the first time, complained and was put on hold for 20 minutes. My husband called while I was on hold on a different line, and while I was still on hold, the other guy dealt with this. On hold for 35 minutes before hanging up Chambers: I understand that you ordered for a part and wanted to cancel the order and you were not able to cancel the order and the parts direct order team did not helped you with your order. you: Yes you: and very poor customer service you: I did ask to talk with a manager before being put on hold by the way. Chambers: I understand how frustrating that situation for you . you: ok? Chambers: May I have the order number please? you: I do not have an order number, my phone number is Chambers: Thank you for the information, Let me try to locate your order with the other option. Chambers: May I have the name on the account and the billing address along with the email address that was used to place the order? you: No email to indicate there was a back order either you: looking at your returns and cancellation policy, it does indicate all refunds will be issued in the same form as the original method of payment. If an order was made and cancelled on a Sunday, how can that be unapplicable? Chambers: Thank you for the information. Chambers: Just to confirm, did you placed the order on our searspartsdirect.com? you: I do not know, called the 1-800 number Chambers: Thank you. you: by the way, the bank issues a phone number of the company when it debits your account... that number is no longer available to call Chambers: I asked that because I am unable to pull up your order as we are the sears.com, let me see what best I can do for you today. you: you may try my cell phone number, as I am not sure if that is what i gave them Chambers: Okay, I appreciate your patience and help to locate the order. Chambers: Thank you for your patience. Chambers: I will transfer this chat to our parts direct order team they will help you with the order. Please wait while I transfer the chat to the appropriate group. You are now chatting with Gregory. How may I help you? Gregory: Thank you for choosing Sears PartsDirect. My name is Gregory. How may I assist you today? You: I think Gregory, that I am getting the run around. I need to redirect this to someone in charge You: Nothing has been answered and I do not want to get into this for the 4th time Gregory: Just a moment please, while I read the above transaction with Chambers. Gregory: Thank you for the pasting that information. Gregory: Well, we are in the sales department, let me provide you to our specialized customer representatives who will check and help you with this issue. Gregory: You can reach them at [protected], they are available M-F 7AM-9PM CST/Sat 8AM-8PM CST/Sun 9AM-7PM CST. Gregory: I'm sure they will help you this time. Gregory: Thank you for chatting with me; it was my pleasure to assist you. Thank you for choosing Sears Parts Directs today; we appreciate your business. Good bye! We welcome your feedback: please click here to complete our Exit Survey.

Sears is requiring people to provide a phone # for ANY purchase. They give a few reasons for this, starting with they need it for returns, then if you refuse, they say they need it to honor the warranty. If you still refuse, they will not sell you the item. I tried to buy a small package of nails for a measly $2.97. After continuing to refuse to provide my phone number, the sales person said he cannot complete the sale without a phone number. I asked him, " Do you mean I HAVE to provide my phone nunmber in order to make ANY purchase form Sears ?'. His reply was "Yes" .
This practice has little to do with returns or warranties, Sears is using the phone # to obatin your name & address in order to sell your information (and what you bought) to a marketing company.. They are being decpetive in the reasons they state they need your phone number. They dont need it to provde returns or honor warranties, they need it to obtain your name & address

I went to the local Sears outlet because the battery on my ride-on mower which is still under warranty was completely dead. I was given an 800 number to call, and was told a replacement would have to be ordered because only a Sears battery would work. I know that is false and there are lots of batteries around that will fit. It would take a week or two to get one and I need to use my mower now. When I questioned the service, I was attacked verbally by the manager and accused of something totally unrelated to Sears, that I knew nothing about...I didn't know the individual! I had to warn him that if he touched me personally I would call the police. Not the way to treat a sixty-six year old customer who spends thousands of dollars a year at Sears! This guy seriously needs help!

I just had my oven element catch fire. My son was preheating the stove with fish on a pan. The oven had not warmed up past 200 degrees or so and he suddenly saw a white glow. He opened the door. I was in the kitchen and we quickly turned off the oven. The element glowed and made a electrical shorting sound and burned white until 8-10 inches of the element burned off. The oven cooled off fairly fast. My Kenmore model 911.[protected] is approximately 7 years old. I have ordered a new element to fit the stove from Sears. However, I am a little concerned that this could happen again and burn down my house. When I called about the part, the sears rep. stated that this is common occurrence and normal with the element failure. Sears should be held responsible in some fashion with as many complaints as there are on this site. With all of these complaints, there should be a recall.

About a year ago I purchased a stackable washer and dryer set from Sears. According to a contractor who was doing some work at my house, the dryer connection to the outside vent was installed incorrectly using duct tape which dried out and the connection detached resulting in a large rip which caused the dryer to vent hot air and lint into the house.

I called Sears and first was told I would have to pay for a service call but then told I was still in a period for which there would be no charge. I asked that they make sure the people coming knew what to do and was told all Sears service people were well qualified. I said that was not necessarily true as the first installation was incorrect. Eventually I asked to talk to a supervisor. I was put on hold for a long time and then cut off. I called back - same thing. The third time I was told there was only one supervisor and he or she was busy. I agreed to have their service people come out. To my utter surprise I received two e-mails. The first one gave a date and time range for fixing the dryer and said the charge would be $129. for labour. Parts, if required, would be extra. The second e-mail gave me another date and time with the same charges but it was for my washer - I never even mentioned the washer.

By now I was quite frustrated and also surprised that Sears was now saying the charge would be $129. I called and cancelled the two service calls. I had my own contractor do the work. Even canceling necessitated multiple phone calls and waiting on hold.

I recently purchased a new dishwasher through a small local company - what a difference in terms of service and ease of dealing with them and the price was no higher than that of the so called big competitive stores like Sears.

As I said, I'll never buy anything from Sears again.

I received a Sears Promotion Rebate Card in the amount 0f 79.00. I tried to use it and it was turned down. After calling the Card Company I was told that I could not use it if I was trying to purchase amount greater than the card balance. I was told this was a debit card which had 79.00 on the card. I was paying the difference by another means. This was not told to me by the Sears representative when I made my purchase. What a scan on Sears part to tell you that you have a card with 79.00 balance and can't use it. Also I was charged a 3.00 fee for not using the card. Is this the way Sears treats a customer who has done business with them for over 50 years

I purchased a set of Michelin 80, 000 mile tire for my Nissan Altima 2010. I have Sear rotate the tire and do the oil changes every three thousand miles. With in Ten month and 13, 000 miles two of my tires were completely bald and the other two tires had 4/32 and 5/32 of tread. The manager said it was from aggressive driving? The car is a 4 door sedan with a 4 cylinder completely stock.

I told the manager that the car was driven normal and was front wheel drive and tire that were bad wore on the rear and my paper work shows from sears when they rotated them. The manger then said it was from excessive braking. I told him it had abs and it would be impossible to slide the tires .

I then asked him to check the pressure my tire were over inflated by sear by over three pounds and the car had been at sear for over three hour they had just serviced it. That why I went down there because he said they wouldn’t rotate the tire because the back ones were so bad.

He said all he could do was replace the to back tires and that it void my entire replacement warranty for the whole set. On the warranty it states that over inflation voids the warranty and he still blamed me. This isn’t a race car and his team had my tires over inflated . He told me that it was ok because no matter how hot tires get the pressure only increases by 10% I didn’t know he was genius as well. I asked him if I could send the tires to michelin to be checked for defects he told me no and he wasn’t either.

So when you by from Sears you better not get a tire the will last 80, 000 miles because when it wears out in thirteen they will void your warranty by blame and there improper inflation statistics. I also contact Sears head quarters and they can even have someone higher up contact me. Beware of Sears you and your family are at great risk with their automotive experts. A corvette could wear out 80, 000 mile tire in 13, 000 mile may be 40, 000 but in 13, 0000 this is highway robbery.

By the way I have a 2005 nissan Altima 4 door with a four cylinder with the same exact tires from Sears and they have over 35, 000 mile and they ate still like brand new and this car doesn’t have Abs brakes. No matter the issue they tires ate faulty and that seats responsibility to honnor the warranty they sold me.

I purchased a new refrigerator from sears.ca. It was delivered, but did not work. After several calls, Sears said they would send out a repairman to look at it. First appointment, waited all day and he never showed up. Second appointment, he confirmed it requires major repairs. He said to ask it to be replaced. I have tried now for 5 days to get it replaced, but Sears just keeps giving me a runaround. They say they'll look into it and will call me back the next day. I have to wait at home for the call (I don't have a cell phone), but they NEVER call back. So, next day I have to repeat the process all over. I am still without a refrigerator, and am no closer to getting it replaced. They don't seem to have any procedure for replacing it, even though their website says they will. Abysmal customer service. They are rude, they don't care, and they just waste your time. I will never again buy anything from Sears.

Sears wanted to be like Amazon, however they are falling short. Recently placed an order online when in the store to one of the market vendors on their web site. They have not delivered, Sears do not have their company information and Sears do not want to give me my money back even though I placed the order on their web site. Sears has a lot to learn in customer service when it comes to web based business. I will still continue the fight to get my money back but no one is like amazon out there… I am going to stick to amazon forget about Sears.

I ordered a new washing machine (mine went kaput) on and was confirmed for next-day delivery. No call, no email, no delivery. I called and was told there was a delay in the warehouse and it would absolutely be delivered on (today). This morning at 9:00 AM we received a call that the washer would be delivered between 12-2:00 PM. Again, no call, no email, no delivery. I am on the phone right now being told that there is no inventory in the warehouse at all and the next available delivery date will “possibly” be this Saturday. Unbelievable!

And now I’ve been on hold waiting for a supervisor for over 15 minutes. On their website under Customer Service they actually have the nerve to say “Sears is dedicated to providing our customers with a superior level of service.” That is a joke!

Recently, purchased a refrigerator at Sears (an expensive one) Upon delivery, I noticed a "dent" on the side. I called them about it, and was told that "those things happen" and was offered a $25 gift certificate. Not being happy with this response to my new refrigerator with a dent (which if I wanted a damaged appliance, I would have shopped at a Scratch and Dent store, ) I called and told them I want a replacement. Well, yesterday, after waiting 2 weeks, I get a call from Sear's that they will be delivering the refrigerator between 8 a.m. and 10 a.m. Well, 2 weeks ago it was set up for the fridge to be delivered anytime after 2:30 because I work. After talking to several people, being on hold and really getting nowhere, I was told there was nothing they could do about the delivery time. So, I had to come in to work late and wait for them. I received the replacement fridge and notice a scratch on the front of the door. Now, I am really unhappy. I almost told the delivery guys to take it back and ask for my money back, but I did not want to go through anymore hassles, but I am keeping the fridge. But, I think Sears should reimburse me in someway, say $200 gift certificate) for all my headaches, frustrations, disappointments and missing time off of work. Let's see if they come through. At this point, I would not recommend anyone buying an appliance from Sears.

Purchased a new fridge & stove from Sears did not purchase extra warranty as has never needed it with past purchases. 4 months after my 1yr warranty is up my stove quits (electronics in back melt).After much time on hold talk to service rep who says he can make an appointment for someone to look at it.Well when you live in Rural Sask. than can take some time and because my 1yr warranty was up it was going to cost me( we live 2 hrs from any major city).Took it to a local repair man 40km away! He thinks he can fix it but is going to be over 3/4 of what the original purchase price was.After many transfers was able to talk to a supervisor at sears who said because I did not deal with a sears tech. they would not be able to help me with the cost .She did offer me a 25$ gift certificate and said should decide to purchase a new unit through them she could possibly offer a discount.I'm thinking "NOT".So much for Sears wonderful customer service!

I bought a Craftsman Model 28 75117 electric air compressor on 12/23/2008. I used it 7 times to pumpup the tires in my two car. on 10/8/2011, while using it, it vibrated, smoked, and then split in two. I discovered that the screws that held the motor to the compressor did not have any nuts or mechanism to lock them tight. Consequently, they backed themselves out via vibration. A poor design and safety hazard. It had a one year warranty. I did not get the extended warrany on this unit.

However, considering the reason why it failed I thought Sears would be embarrassed and exchange the unit. (They have a newly designed replacement unit 28 75121. I wonder why!) I talked with three different people at Sear’s “Solution Center.” What a waste. They aren’t there to help loyal Sear’s customers. Not to mention, they are rude. A great company is falling appart. It is sad.

I then purchased a Craftsman Drill/Light a few years back and the charger is no longer operating and has now rendered the unit graveyard ready. I went to the local store and they told me Sears no longer sells the charger for the 15.6 volt drill/light but I could buy a complete 15.6 volt drill/light with a charger – What? Can you kindly tell me why I can’t buy the charger for my current drill.

Why is Sears selling power tolls and then quit handling replacement parts? I was told that Sears has had many complaints regarding this problem I would appreciate your quick responce regarding this problem . My neighbor across the street has the exact same problem. Sears is saying that I can’t replace the charger but they would be happy to sell me a complete package with a charger .Very upset with Sears and Craftsman at this point. Thanks and will be waiting your response.

This message will probably go nowhere but I still have the need to at least voice my issue. A couple days before Black Friday my wife and I went to Sears to look at treadmills. Our goal was to find the treadmill we wanted in advance before trying to decide on one while fighting the crowds on Black Friday. We found the one we wanted; it was the NordicTrack T5.7 for $599. We were told if we were to buy the treadmill right then and if the price was to go any lower in the next 14 days we would be credited the difference. I asked if that would be the case for the Black Friday sale price as well and the associate said “Yes Sir, even Black Friday prices.”

We were convinced to purchase the treadmill right then knowing we would still receive the better price if it did get any better. Black Friday arrives and the price lowers to $499. I thought “great” and I contacted Sears and explained how I would like to be credited the $99 that I was told I would be three days prior. It was explained to me that was not possible because any deals like that would be excluded for Black Friday. After learning this would I have been better off returning the original treadmill for a refund that day then to turn around and repurchase thesame one for $100 cheaper 5 minutes later? If it wasn’t such a hassle I would have.

The day I purchased the treadmill we were straight up lied to by the sales associate. My wife and I have purchased numerous items over the years from sears which include some more costly items.

I paid sears $450 dollars to take the drivers ed course plus the drivers test, after finishing drivers ed and passing the drivers ed test i still had to go to the dps and and pay 11 dollars take the drivers ed test again, and wait a month to take it! ### how I paid sears way to much to do nothing!.. when I could have took the drivers ed test online for about 20 dollars and paid the dps 11 dollars for the driving test..