Sears
Reviews and Complaints

We purchased a dishwasher for a family member. The sale included 2 installation kits so as to not delay installation if it need different parts. Sales man stated that we could return with the extra kit for a refund. The installation was installed by a contracted company (ATI) which did a fine job of removing and installing the dishwashers, however, when he found that the water shutoff valve was stuck he asked that the house water supply be turned off. He said he would replace the valve which is valued at about $7. When the job was completed he stated that the valve replacement was an addtional $90. I objected for quite some time and noted that once the house supply water was turned off then the installation could have been completed and he did not offer a quote on the cost of the replacement. I also asked about the extra installation kit that was not being used. He knew nothing about any kits and did not provide any material that could have been returned for credit. He did have me sign a waiver that stated that I would assume responsibility for the valve replacement which I signed and I gave him $20 so he could buy a replacement valve for the kit he said his company supplied. On the waiver was a note about the electrical connection to the wall missing a cover or strain relief. The prior installation (the dishwasher unit he removed) was installed by Sears and so it appears that they did not follow proper procedures in that effort. We are going to Sears to talk with the sale person and ask for a refund on the "unused" installation kit and why work was done by the installation team without providing a written quote that required our signature as stated in the Sears bill of sale.

I preordered Mass Effect 3 - Collectors edition back in early February, received and e-mail almost immediately confirming the order and then another one a few weeks later, confirming the order and that same day got charged for the full amount; in every single one of those emails, I was told the estimated date for delivery was 03/06, which was the date the game was released. On March 6th I called their customer service and requested a tracking number for the shipment and that was when I was told that the order was NOT shipped and that they had no idea what the status of the order was and that they would forward my inquiry to their "offline team" (which I don't know exactly why, since this was an online order" and that they offline team would get back to me 5-7 days... Mind you, I paid the extra for shipping so that the shipment would arrive quickly... I have never been so unhappy with both customer service and a company as I am with Sears. I don't recommend buying anything from them online, even less so videogames and if you do, good luck getting help from their customer service.
I hardly ever write review for items but I felt my experience needed to be shared so that every person looking into purchasing something online from Sears.com knew what to expect.
Hope this helps you make the right decision,

Juan A. Almada

Today we were scheduled to have our washing machine repaired (still under warranty). We were called last night and this morning to remind us of the time. When nobody showed up, I called and they forgot to schedule us. The repair guy was very nice and said they just called him with our info and he would head right over. He was very nice but brand new. He said Sears has been a tough place to work because they don't schedule appointments well and he and his customers are always frustrated. Because he was new, a more senior repair person came out to check on him. They spent 15 minutes on the machine and 20 minutes telling me how important it is to give them a perfect review.

In the end, they said it was not installed properly and they fixed it. Guess what - nothing was fixed. It's worse than ever. I tried it when they left. They didn't even try to run the machine because they would have known they didn't fix anything.

Our warranty is up next week and I have had a lot of problems getting Sears to actually show up for repairs so I know this is going to be a big problem.

I can't keep taking time off from work when they usually miss appointments and then can't even fix the appliance once we reschedule.

Exploited my trust in the sears name by fake discount extended warranty:

After reading all the complaints with what seems like little resolution, one wonders why anyone continues to buy appliances from sears. It is a shame, because they were the place you could count on to do right by you.

After buying an over-the-range microwave from sears 2 weeks ago in a very smooth transaction, we received a call from an 800 number, asking if we would be interested in extending our master protection agreement to 5 years at a 30% discount (We had only taken a 3 yr. Service plan). Since the call was right out of the blue and unexpected, we agreed to do so, but after hanging up, both my husband & I started thinking about it and remembered that the additional 2 years was only $20 more, not the $26.78 the caller charged us. Instead of a 30% discount for the 2 years, she charged us 33% more than sears normal charge!

What a scam! We trusted the sears name and did not question the caller's figures, but evidently that trust was misplaced. Wow, has sears sunk to a new low. Either that, or the caller is unable to do her math correctly and is adding the 30% instead of subtracting it. Hard to believe that is just a mistake though. It was only when we immediately looked online to check that we found the error.

Shame on you, sears! These types of deceptive practices will only sink your business further, as customers know when they are treated badly and will go elsewhere. For us it was only $26.78, not a large amount, but every dollar counts, and for only a $12.78 overcharge, you made us now realize sears is no longer to be trusted.

I don't understand how your company spends 100 years to build a business reputation, but then trashes it in a few years in the name of dwindling profits.in today's competitive business environment, every customer should be valued, a lesson that may be too late for you guys.

If some smart business finally figures out how to implement good old fashioned customer service for their appliance sales which cost hundreds, if not thousands, of dollars, keeps their promises, treats people fairly, is dependable and shows up when scheduled, they will see customers flock to them. For this scam, greedy business practice of calling me and falsely and fraudulently telling me I am "getting a 30% discount", you've lost our business. And others who read this, too, I hope.

Sears were suppose to clean my vents and dryer vent on 2/11/12 they call to reschedule for 2/13/12 equipment failure call again on 2/13/12 truck trouble call to reschedule for 2/15/12
arrived 2 hours late they had the wrong truck. Truck was full of doors, the operators did not know this until they were on the job site. This was after they pre inspected my house with there muddy shoes no shoe covers were wore. Very disappointed in Sears.
Was suppose to get carpets clean by Sear for 2/15/12 canceled.

Today, I had the kindly folks at Sears Home Improvement out to my home to measure for replacement casement windows. After the windows were measured, I ask to see their casement window factory sample...thinking that most distributors carry a sample of what they sell. Did they have one? No. "We don't have one.", was the reply. (However, they did have a double-hung sample which they brought in with them.) I asked if they could get a casement sample so I could see it. The dynamic duo didn't seem too thrilled at the prospects of hunting one down. But they did make a couple phone calls to try to find one. No such luck. "I'm sorry, they just aren't available", I was told repeatedly. Then, in sheer desperation, they proceeded to try to explain that there is, "No real difference between the double-hung sample and the casement sample." Which is a crock of s----. I guess they thought I was real stoopid. At that point, I politely asked them to leave, with the understanding that if they found an oh-so-elusive casement window sample, to call me.
Shortly after they left, I called, on my dime, the actual source of the Sears replacement windows: Wincore Window factory. I asked if there was a casement window sample available to their distributors. I was told: yes, there is. "They are readily available to any of our distributors.", remarked the helpful factory rep. The sample just needs to be ordered. Frightfully simple.
Later that day, I received a call from one of the managers at the Grand Rapids, MI, Sears Home Improvement office. Again, he tried to impress on me that there is really no difference between the double-hung window sample and the casement window sample. I told him that I will give his office two weeks to obtain a casement window sample. If the sample wasn't in by two weeks, then I'd take my business elsewhere. I guess he didn't want to hear that. Long story short: after enduring 10 mins of his bothersome questioning, the guy started in hectoring/challenging me. I hung up.
So, does anyone out there in cyberspace know where the name, "Sneers and Fastbucks" came from? I'd really like to know.

I placed and order with Sears(1-3-2012) and found out the item was bought for a baby-shower 5 minutes after the order. I called Sears within 10 minutes they told me they had cancelled my order. On 1-6-2012 I received an email saying my order was shipped. I emailed and called they said they couldn't call it back and they never cancelled it. After, sending it back Sears received it on [protected]) I called 5 business days later to see why my account was not credited. They told me oh they had the wrong tracking number. Now 2-6-2012 I called and they finally said they would refunded it back to my account in 3-5 business days. What gives the rights to keep my money that long and not stand up to the original 3-5 as in the contract. Plus, why do they have customer service that tell you one thing and do another?

I paid $229.99 on a $99 sale to get Ultralight EZ CleAR Progressive Prem with EZ Premium Clear MF coating. I wear my glasses from the moment I awaken until I go to bed. So it is hard for me to get them scratched without my knowing it, but they have several scratches all close together. This happened in less than 90 days, but Sears Optical at Virginia Center Commons, Glen Allen VA, will not do anything about this.

I purchased a complete set of kitchen appliances on a 90-day deferred payment plan. This purchase was made on my SEARS CARD as a component of the sales promotion. It was stressed at purchase that no monies would be owing until the 90-day due date. It is still 3 weeks from this due date. I received a call from a very aggressive rep advising me that i am in over 30-day arrears of two minimum monthly payments. In discussion, the rep advised that SEARS had "recently changed their policy" and that the contract made at purchase was no longer valid and that a minimum monthly payment on deferred payment purchases is now required. I have double-checked the purchase contract and it clearly states that no monies are due until the 90-day due date. I received no notices in the mail regarding the change in policy.

When I pointed this out, the rep back-tracked and stated that there is no interest being charged on these "minimum payments" and they can be deferred to the lump sum payment we are intending to make prior to the due date. However, she then proceeded to push for an exact date of payment, details on how the payment would be made, etc. When I expressed my concern with the whole interaction, I was told this was a. " courtesy call as sometimes people forget that they have made these types of purchases"...so a "friendly reminder so to speak.". THIS ON MONIES NOT YET OWING.

When I asked if I was receiving a call because there was a concern that I would not pay I was assured that I have an "excellent credit rating and history with SEARS CANADA"... as well I should having been a 25+ year customer with no past credit concerns. Unacceptable!

On January 10th I noticed that my fridge(model number [protected])that I had bought April 25 2010 had stopped working properly. We had a Sears technician come to repair the fridge on Jan. 13 2012. We were informed that the fridge could not be repaired because there was a leak inside the unit that could not be reached. we paid $150 for the tech to tell us that we would no longer have a fridge. I called Sears customer service later that day and was told that I would receive a phone call by Monday because the paper work had to be filed and sent to headquarters, before anything could happen at all. So they never called. I called again on Monday and was told that the paper work was still being sent and that I would get a phone call from them within 48 hours. I had to call back again on Wednesday Jan 18. after 48 hours because I still hadn't heard anything from Sears costumer service. I was told that I would be called again, finally I was called that night and told that they had no idea why it was taking headquarters so long, but they were following up on the matter.I received a call on Friday night saying that they were going to send out another technician because the first Sears technician didn't follow proper procedure and they company would not replace my fridge without the technician following their procedure.
At this point my family had been without a fridge for 2 weeks and was told that a technician wasn't going to come out to our place until Jan 30. (3 WEEKS) So Sears technician comes out today on Jan 30 and figures that the fridge can be fixed after all. So Sears has SCREWED us around for 3 WEEKS just to find out that the fridge can be repaired and they want $700.00 to fix the problem which actually was a leak in the compressor. I can not afford to pay $700 to repair my $800 fridge. I called Sears Customer Service again today and was told because the fridge is repairable that they will not do anything for me at all. This is horrible customer service, my family has been without a fridge for 3 weeks now.
The fridge is only a year and a half old, how can they sell appliances and get away with this. I was prepared to pay for the repair to the fridge when it first stopped working, but that was 3 weeks ago. It is because of Sears that I had to go this long without a fridge, if they had of sent a properly trained technician to our house in the first place I could have made up my mind that first week whether I was going to repair or replace the fridge. I feel that because of the lack of customer service as well as the fact that I had to pay them $150 for NOTHING, they should repair or replace my fridge FREE OF CHARGE. ONE AND A HALF YEARS OLD and the fridge dies. If I had of known 3 weeks ago that Sears would not help at all I would have done something then and it would not be as big as issue as it is now.
I really want this complaint to get out to all the future Sears customers, everyone should know what horrible Appliances they sell and also the horendous customer service that they give.

I asked several times in several different ways on the chat if I was getting the entire oven door and was told that I was indeed getting it. The box arrived several days later containing only the front glass from the oven door. I spent an hour with customer service trying to get it rectified and they not only were unwilling to give any concession for the error they caused, but they quoted me the "best possible price" available for the parts I need, which are not even close to the best price available. Stay away from this terrible customer service experience.

My Kenmore freezer stopped working in December 2011. I purchased the freezer in October 2010 with a 24 month maintenance agreement. I repair technician ordered the part on scheduled repair appointment December 22, 2011. The part was suppose to be delivered to my home address and repair date was re-scheduled for December 29th. Commencing on December 29th I started getting computer generated phones calls almost daily about the parts. When I talked with a Sears representative, I was told that parts were on back order with a new estimated shipment date. This has been going on since the freezer broke down. I just got off the phone within the past 30 minutes requesting that the freezer be replaced because I was tired of the reschedules and not having a working freezer. After talking to 3 different persons, I was disconnected waiting to speak to the 4th person. I had requested that they replaced the freezer and was told the same thing as previously that the parts were back ordered and that person was not authorized to replace the freezer. I then requested to speak to someone who was authorized to replace the freezer or the supervisor. This is when I was told that I would be switched to the service dept. This is when I was dissconnected.
The service order #[protected]
Technician ID 0539924
Brand name Kenmore (made in China)
Model number [protected]
Serial number BFR2107268F11092
I would like Sears to replace the freezer because they don't know when or if the parts will be shipped. My thought is the parts are coming from China. My email address is:
[protected]@aol.com

Thanks for you help

I ordered items online on December 12th 2011, and received a confirmation number. I received part of my order. Three items were to be shipped separately. The UPS tracking number was invalid and never came up in their system. I was told by Sears customer service the items had not yet shipped. Short version = 6 phone calls and three emails later. Sears is sending me emails asking if the box How the box was damaged. Not one email but two of these canned emails. It is an absolute embarrassment that they can not even get the problem straight. I will be calling tomorrow to demand a refund! Buyer beware.

I bought a Bosch dishwasher from Sears, with the Maintenance agreement; which has a clause of a no lemon guarantee. No lemon guarantee - we replace your covered product if it requires 4 or more repairs within 12 months; that is what the rules state. Sears has been to my house a least 6 times in the last year, replaced as least 4 parts and of course they say the piece does not qualify; after telling me one more repair and it would qualify.

After a huge problem ordering a washer/dryer from sears.com, I decided to go into the store at Boca Town Center Mall to look for another washer/dryer. I wandered around the appliance section for quite some time, while a group of at least 5 employees sat around. After an associate from another nearby department saw me, and asked if I needed help, I said that I did, and he walked over to the group of appliance associates (who were doing nothing) A female associate came over to me, and I asked her to show me where a certain unit was displayed. The specific unit was not on display, and the associate said, and I quote-- we are too small a store to have all the washer/dryers we sell on display. How can I possible consider buying a unit if I can't see it? After my debacle with sears .com (for the same unit), and the lack of service at my local store, I went to a small appliance store, and found the service to be stellar. I will not purchase anything from the sears at Boca Town Center again.

— > for those of you with a facebook, please post < —
(For those looking for short version, here it is: day 1 sears messed up lug nut, day 2 sears messed up another lug nut, day 3 sears messed up another 3 lug nuts, and day 4 sears wanted to put new lug nuts on, I wouldn’t let them….. No lug nuts were harmed after that. Plus, sears said that I had metal break pads (Lies). They will never admit mistakes, of course but they will say like most crooked mechanics “it’s wear and tear” haha in other words it was’nt me. My point - don’t use sears as they will try and take you)
It all started when I got new tires at sears a few month before. About a week ago I started to hear a grinding noise on a monday, so I figured it was my front breaks because that’s what it sounded like. Being cautions I just wanted to have it check since i’m not an “expert” at auto repair. I took it to sears auto center at the village in orange, ca. I told them specifically about the noise and that I thought it was the breaks. So the guy said they could check it for me and had to check all the breaks as company policy for $15, from there they would advise me on what needed to be done. Ok I come back about an hour later and they tell me that “all the breaks a shot” they said the discs were fine but breaks were  metal  we’ll come back to this in a minute. He advised ceramic breaks would be better. I asked him, are you sure they are metal? I remember having the breaks changed (With father in-law’s help) and I thought they were ceramic. Nope, they are metal they need to be changed and we can do it for $335? Really! Of course I said no thanks her is $15 have a good day. Now, why did I go to sears in the first place you ask? Remember they are the ones where I got my tires. So when I went to check my front breaks I could not remove one of the lug nuts (Sears had cross threaded it). So as soon as I told these guys of that and I even dealt with the “manager” from the beginning he gave me some bull about how they had to do it with impact gun because it’s a 4000 pound car blah, blah, blah…. But then they hand torque it to make sure…hmmm. So of course they had to order the part and I said I will pick it up tomorrow, fine. I told them from the first day to had torque the lug nuts after they “inspect” my car please. Ok so I leave think great it is the breaks and I will do it. After I left sears it was already late that day. So I was going to do my breaks the next day. Low and behold, what happened they cross threaded another freaking lug nut, so I called and they are like uh ok well bring it in. This is my second trip to sears for their mistake. I park the car in the bay and right away I get about 3 or 4 guys come at me what is going on what is the deal. So I say well you cross threaded another bolt and I told you guys to hand torque them. So one of the idiots apparently can’t here well, so he comes with hand torque (With out checking proper pressure for the car) and starts to torque the wheel I pointed at and says there you go. I said, what are you doing? He looked at me like I was crazy and was like what did you want. I told you I cannot take a lug not off i’m trying to do my breaks! He looked at me dumbfounded again and started telling the other guys no it was the other side that we worked on. I said yes, it was but now you messed up another one on the other side! Ok, so remember how they had ordered the lug nut (Which I found out they use auto zone to get parts) they got the right one right. Ok so i’m there and they said ok we’ll order you another lug nut I will call you when it’s ready. So, I go walk around the mall and almost 2 hours go by and no call. I go back and they tell when I get there they said hey a couple more “went bad” so we need to order some but we will stay open and make sure it get’s done tonight. Ok, well a couple more hours pass and he is like ok parts are here and they are working on it now. So he comes about half hour later or so and say ok so you know your car it has 2005 wheels on it mine is a nissan altima 2003? I said how is that if everything is stock. Well sometimes dealers will do that? Hmmm… ok so what’s the problem well they brought us the lug nuts for a 2003 altima, but your car has the 2005 wheels. I said ok well, that makes no sense because you already ordered 2 lug nuts previously and they brought you the right ones. How is it that they brought you the wrong ones this time? Ok so, I left that night they took some lug nuts off other tires to compensate for the ones they had messed up. So I told myself finally I can do my breaks tomorrow and just pick up these lug nuts after and put them on myself. Hey guess what! They messed up yet another lug and when I called sears what does the manager tell me? It’s the metal on these lug nuts they are not made very well….. Blah blah, that’s because these lazy idiots are still using an impact gun and just telling me that they are torquing it by had. This time when I went back I stayed in the garage and kept telling them I want you to just take the bad on off and i’ll do the rest, well of course they messed up the stud (Bolt that lug nut goes on) and they had to replace it. This time I stayed until (Autozone) dropped off the stud and even then the manager kept saying i’ll have these guys put on the lug nuts for you. By this time I had the new lug nuts (4 of them) in my trunk. He said hey give them the lug nuts so they can put them on. I said no, I will do it just replace the stud and hand torque the lug nuts on that one wheel. Then the manager said let them put all the new lug nuts on the one tire and they can put the other ones back on the 3 other tires. I said no, I already changed my back breaks that’s done leave those tires alone! So I stood there and watched them had tighten (Without the impact gun) and finally next day I changed the breaks. Now by this time I already bought breaks form auto zone, when I finally looked at the front breaks they were still good. So I got to thinking and I took the old breaks back to auto zone and they were still under warranty. So I got approx $97 back (Spent about $100 on new ones). Only my back discs needed to be replaced and front ones turned, this came to about $87. So all told I spent about $90 for a break job that sears wanted to charge me $330 for. These people are some of the best crooks you will find and maybe that’s why they are going out of business from what I hear.

"Tommy" Gaston Swindler - Sears Salesman

I was swindled into buying a roof for 8, 000 - but i agreed to that outrageous price because i thought i could trust him - and he did paper work for a 10, 000 roof !- i now own an 8, 547.29 roof that should have been in the 4500.00 range - he came bearing a 500.00 coupon to confuse me with the numbers - Sears will not pay me back and the creep will not answer his phone to explain the numbers he wrote down so casually as he knew he was ripping me off- the contractor "Calvert" out of Hannibal Missouri is an egomaniac that will do anything he can to do as little as possible and interact as little as possible - another con man-

Bought an NHL 84 Air Hockey game from Sears Canada in Dec 2011 online as there was none at the local store to see or buy. Received it and assembled it. The score clock/board would not work. The felt pads under the shooters were too large so that when the puck hit the shooter it would just die and wouldn't have any spring. Screws would not screw into legs fully and some chipped off and could not be put in place. Dead spots on the table where puck would not float because of inadequate air flow. Very dissatisfied withthe product. Emailed Sears and wanted my money back. They emailed back and told me that since I had opened the package and assembled it, their policy was to not refund any money. They said to contact the manufacturer for any problems. I will never again buy anything from Sears, even if it was free. Totally unacceptable service. They sold me a piece of junk and wouldn't stand by the product.

A man from Sears Furnace kept calling my home asking if they could come out and do their annaul check on the furnace (I had had my ducts cleaned and serviced several years ago by them). My husband kept saying I made those decisions and I was at work. Then he called this week and said he was setting up the appointment - not asking - he was doing it. My husband put him off but he had noted my cell number on our voice message at some point and called me on it while I was at work.
He said they come out annually to review and if nothing is needed they will do nothing but if something needs doing they will service it. He asked about getting the ducts cleaned while they were there but I said I'd think about that and he could come and look to see if it needed servicing.
They came but serviced without asking if they could and the bill came to over $280.00! I believe the correct procedure would be to check - then point out what is needed and ask if they can proceed. but no - not them.
Extremely pushy and sneaky. I will never use a Sears contractor again and have asked them to take them off their call list permanently.
Lesson - watch how they word things. grrr