Sears
Reviews and Complaints

I was a contractor for for Sears for 12 years and at the beginning sears was very dedicated to the belief that you sell a great product and install them properly and back them with a great warranty and you have a great co. Sears was a co. I was proud to be a contractor for. The last few years have been a different story, the attitude in the st. louis office was get in installed before the end of the month to make the office look profitable. To do this they hired unlicensed contractors to install jobs that they were advertising as licensed contractors in your home (check your contract ). In 2009 the EPA made it mandatory to do led safe practice on jobs in homes that were built before 1978. This practice involves covering all window openings be covered completely with plastic during the entire removal of the old window. Then after the installation was complete the room was to be vacuumed with a hepa vacuum to remove all led dust from the home so not to make the residence of the home sick from harm of led dust This was not being done by all contractors. I brought this to the attention of management was told it was not their problem. Led is very dangerous to small children and sears does not car how the job is done as long as it gets done. I feel sorry for anyone who hires sears to do a home improvement to there home . Getting the job done right the first time is a hard enough challenge but trying to get it serviced after you find out it was not it is even harder to get it fix properly and then you find out it is going to cost you $100.00 dollars because the warranty is for product not labor. I don'T know how you feel but when I'm told a licensed contractor is going to do my job I expect one because that tells me they are legal in the eyes of the state they work in and pay their taxes like everybody else. You can take this comment with a grain of salt it don't matter to me I just want to let you know you should be careful of any co. that hires sub-contractors to do the work.

Our family bought a fridge from Sears in Pickering, which was delivered to our home on December 22, 2011. As the fridge was too big to be brought into the house, it was left in our garage until a technician can attend to remove the doors and drawers to enable the delivery personnel to move the fridge into our kitchen.

I have called Sears Customer Service numerous times between the 22nd and the 29th. I have tried to have the technician and delivery personnel attend our home before the evening of December 29, 2011 as our family were leaving on a pre-planned trip that evening. My attempts were not successful.

Sears assured me that a technician will attend our home on Friday, January 6, 2012, which did happen. The delivery personnel would now attend our home on Saturday, January 7, 2012 to move the fridge into our kitchen. This would occur between 07:00 and 12:00. I called four times after 12:00, the last time being just before 16:00. The technician's shift ended at 15:30, resulting in my family being without a fridge for Saturday night, Sunday, Sunday night, and however long it will take for the technician to attend to re-assemble the doors and drawers. I have received a call from Elizabeth, who advised me that she was a Supervisor, and apologized for the delay, and told me that we would definitely receive a discount due to the problems we have been encountering regarding the fridge. Elizabeth has yet to contact me again.

The delivery personnel eventually attended our home just before 16:00 (never calling me to advise of any delay), and moved the fridge into our kitchen. I was not willing to be subjected to this treatment again (Sears not calling to advise or update me, repeatedly telling me there is not much they can do, having to plan around their attendance which rarely happened when promised), so I requested our old fridge be removed while the delivery personnel is in our home. This did occur.

On Monday, January 6, 2012 my cellular phone, which was with me at all times, did not once receive a call from Sears in the morning. I called Sears in the morning to confirm the attendance of the technician, which was confirmed for between 07:00 and 15:00 on the 6th. At approximately 13:30 I received a call from a lady who advised me that she called me twice in the morning, and as I did not answer my phone, she cancelled the technician. I was appalled, and told her that my phone did not ring. She then conceded that she "may have dialed the wrong number". I was truly upset by this time.

I called Sears Customer Service, and spoke to Zaine, who advised me that "I don't care, Ma'm", "...whatever", and "I'm in Montreal, not Pickering, and I can't do anything". I asked to speak to a Supervisor as I was appalled at the treatment I was receiving from Sears, and now Zaine in particular. He transferred me to Sam, who said that he is a Supervisor. Sam also said that there is nothing he can do for me, the lady called and as I did not answer my phone cancelled the technician, and the technician will attend our home on Wednesday, January 11, 2012.

By this time I was incredibly upset, as this situation was unacceptable, and wanted the fridge removed from our house. Sam said that I have to call the store where I bought the fridge from to have that happen. I called the store, very upset, and spoke to Brian, who could not believe how badly we have been treated by Sears, and told me that he cannot help me to remove the fridge, I have to call Customer Service. I could not believe that I was being sent from here to there with no one willing to help us. Brian made some calls, and the drawers and doors were re-assembled by that evening. Brian was the only employee at Sears who actually did something to help, which was very much appreciated by our family.

Through all this, I have been the one who primarily made contact and asked for updates. Sears have been rude, and completely unwilling to help a family with two boys who are now without a fridge. Our boys could not even take milk out of a fridge to drink - our frozen foods were placed in a cooler box until we had a fridge that we could use. This resulted in my having to throw away a lot of food, which is a waste of food and money.

Sears Customer Service has been appalling, and it was a very stressful time for us. I worked afternoon shift during the time, and had to go without much sleep as I was trying to sort out the dilemma of not having a fridge.

Thank you,

Tania Hugo

Do not buy the extended warranty with Sears appliance repair unless you do not work during 8-5 hours. They will only make an appointment Mon-Sat during 4-hour windows ... you have to agree to be home from 8 - 12 or 1 - 5, so you will lose a half-day work. And you will have to wait a week for the appointment. If you try to wait for a Saturday you will wait a month.

It is common to buy an extended warranty for expensive parts that are prone to break, such as a touch-screen on an electronic range or other appliance. But it will have to be really, really broken before they will replace it ... the fine print says that if you have to mash on it for several seconds to get it to work they don't have to replace it yet.

Save your money, and buy a simple appliance with knobs, and skip their extended warranty. Might be OK if you work nights or are a stay-at-home mom.

bought a 60' Sharp Aquos Quattron LC-60LE830U on sale 1699.99 during Boxing Day 2011. We were not happy with the purchase because it looks too small for our living and wanting to upgrade to a larger one 70" Sharp Aquos Quattron LC70LE732U. Jan 2, 2012, we brought it back to do an exchange and were told that i have to pay restocking fee. No customer satisfaction, do not back up products they sell. Won't be shopping there anymore.

Sears Customer Support should not have the name Customer Support if that is not what they deliver! We have got the run-around from Sears Customer Support for 6 months over the repair of a washing machine; the first time we called, a repair man came out said that he was able to fix what was wrong with the washer all the while he seemed more concerned about hurrying so he could eat fish and chips at the local pub. To our surmise, when we tried the washing machine later, nothing had been fixed, so we called Sears customer service again and they said they needed to order a part. One month went by, we called, they said another part was ordered, then for the next five months we called once a month to get an update. Not until we demanded to know what was going on did they make a call to the repair place and they had the part for the last several months but failed to call us to set up an appointment. So, Sears set up an appointment to get the part installed and the evening before the scheduled date, the same repair man (Bruce Kassel) that came last time and several times in the past, called demanding to be chauffeured and then when we said we could not give him a ride, he said he wasn't coming because he had heart surgery a year ago and didn't want to walk at all ( Shouldn't this be something you need after heart surgey?). We are only a seven minute walk for him but he got angry when we offered to push him in a wheel barrow and said he was not coming, then hung up on us.
This is basically how we have been treated and still nothing has been done by Sears after follow up calls.

What an absolutely horrible company! I had a problem with an RCA tv and they sent an A&E service person to my house. He documented the 2 major flaws with my tv and filled out a form about the situation. In talking to RCA, it turns out he did not fill out the form correctly, so while he said to me that the tv would need to be replaced, he did not tell RCA that it needed to be replaced (only that it had 2 non-repairable defects). Now, I need to take (another) half day off of work since a second service visit is required.

In addition, frustrated with the situation, I decided to call A&E to voice a complaint. After talking with the initial person about my situation, they said they would transfer me to a supervisor. I was then put on hold to wait for the supervisors. I HAD TO WAIT 1 HOUR AND 25 MINUTES on hold before I was able to talk to a suprevisor. The woman I talked to, Latanga, was absolutely useless and only offered half-hearted patronizing statements in an attempt to placate me. HIRE MORE SUPERVISORS WHO HANDLE PHONE CALLS! HIRE TECHNICIANS WHO KNOW HOW TO DO THEIR JOB!

I hope after this second service visit (prolonging the resolution of my problem by an additional 3 weeks) I NEVER HAVE TO DEAL WITH YOUR COMPANY AGAIN. The only thing I am grateful for is that RCA pays these people, and I dont have to give them a dime.

After much research on tire prices, I brought my car to Sears in Henrietta NY for an Inspection & front tires.
The date was 12/3/11 at a few min.after 9.
I knew for a fact that I needed front tires in order to pass inspection. Not only had 2 other Garages told me but, the right front strut is broken and the tire is worn on the outer edge almost to the belts!
I was 3 days late getting my car inspected because I am disabled and knowing that I NEEDED tires, had to wait for my check in order to afford them.
After waiting 1 1/2 hours, my friend checked on the progress since I was anxious to begin choosing tires (not one on display had pricing info!) He came back and said "the car is done"!
When I went up to pay I was to that the car passed inspection!
I am NOT complaining that I saved $200 that day.
I am very concerned that the inspection was done at all!
According to the receipt the car was done about 25min after we brought it in.
Despite the fact that I left my cell phone number and NEVER left the waiting room area, we were left waiting over 1hr
after the car was done!
I realize that a broken strut does not affect the inspection but you would think that a very visibly broken strut would be brought to my attention!
When I returned home, I noticed on the receipt a web site for a customer service survey. I stated what I wrote here, & filled out my personal info because, it said, if I did I would receive a personal response w/in 48 hours. I don't know what time zone Sears is in but here in NY 48hrs was over 22 days ago! STILL WAITING!
I purchased tires elsewhere on the way home.
Was an inspection actually done?
Just how safe is my car?
NEVER NEVER will I use Sears Auto Center again!

Wow, I'm so surprised I haven't come across this board before but I had the absolute worst experience with Sears in the last 3 weeks. I would absolutely not recommend them. Here are all the problems that I encountered:
1. Had someone come over with the initial plan - tried to put in an order via him. He recorded two different types of wood for the same room and when I pointed it out, he couldn't change it and so put a note that he promised me the manager would read and take action on so that the same wood would be installed through the entire room.
2. Over the next 3 weeks I had to call Sears and spend about an hour on the phone everyday in order to coordinate the project - I pretty much forced them to come and measure the place, give me an estimate of when they would come in to install the floors (they claimed they had to acclimate the wood first and then claimed that they did not). All of this despite me having told them that I needed to get this done at top priority - really urgently before the end of the month as I was moving out by then.
3. When the installation guys finally came, they did not have enough of the correct shade of wood so they left the installation incomplete.
4. When I called Sears they insisted that I had asked for two different woods till I forced them to check their records and then they admitted their mistake.
5. They then proceeded to tell me that they'd have to order the material and they could come in only the next week - on the last possible day that I had the apartment. I relented and let that happen.
6. I called again today and they claim that they now need to acclimate the remaining wood despite having not done that with the previous batch. the project coordinator insists that what I'm saying could not be true. I yelled at him and hope to get something done asap, but at this point I don't think I should bet on it.

I'm surprised that as a company that has been in business for so long, they an provide such bad service and get away with it. I am going to try my very best to make sure that they get a super bad review on every site out there and lose a lot of business.

I went to this store to pickup a mini excercise bike that I had ordered on line and had paid off my credit card bill so Sears had there money. They wanted to swipe my credit card in order to give me my parcel. I showed them my card but refused to let them swipe it as I would be double billed. They refused to give me my parcel. They did not even bother to get a manager to over ride their system.Stay away from Sears on line ordering and stay away from this store as you could be double billed.

Worst online shipping experience in my life. I had ordered from Sears.com a long time ago. So, I logged on and my profile was setup with old addresses and information. I did not realize it until after I placed the order. I entered the ship to information and it went into the billing information field. The site automatically picked up a ship to address that had been stored in my profile from years ago. Once I executed the order and saw that the ship to was the old address and the billing information had the new ship to information in it, I knew it was wrong. I called Sears.com. I spoke to a representative in a foreign country. He told me he had resolved the matter when I gave him the information. The next day I logged to see that the package was going to a wrong address and the bill to was still the ship to information. I called again. I was told to call UPS. I called UPS and they said they could not do anything. that Sears had to make the change. I called Sears day and night for three days. I was told it was resolved and it wasn't. I was told there was nothing that could be done until the package was attempted delivery then they could possibly see what the options would be. UPS said Sears should of pay for it but Sears said they could not pay for it because it wasn't there fault. This was a nightmare. I could not re-route the package because my name wasn't in the billing field, because that was the ship to information. The only was to resolve this was to find out who was living in the house where it was being shipped, contact those people, ask those people to hold the $296.00 item for me, pick it up and go back to UPS to ship it. This is an issue. Imagine. You could steal a credit card, make a purchase with the stolen credit card, have erroneous information in the billing information, process the order and ship it to a destination. Nothing you could do to stop it. It is really a loop hole with the Sears.com customer service center and Sears.com. It was a horrific experience. The gift of course never made it to its destination and is still in route. If I was not able to reach the people at the old address and get them to cooperate, someone at that address could of received the package and said it was never delivered, they didn't know what we were talking about and I would of been out $296.00. Then I receive an email yesterday from sears saying that they could not re-route the package because it as already delivered before they received my request. DON'T EVER ORDER FROM SEARS.COM!

On two separate occasions, I have tried to use a master card cash card and a american express cash card at the Bonnie Doon location of Sears. The sales lady on both occasions swiped the card and handed it back and said DECLINED. The first time this happened I thought something must be wrong with the card, but as I found out was able to use card the card at any other store that i went to. I tried today to use the mastercard cash card(which was purchased at SEARS and has the Sears name on it. The same thing happened went to purchase an item and the sales lady swiped card and said DECLINED. I had a verbal confrontation with her as which point she phoned the number on the card which stated that the card was fully loaded with the cash value amount. I had to insist on her getting a supervisor to fix this problem. I understand that this is not the sales clerks fault, but it is up to them being the sales clerk to try and fix the problem. The supervisor came and fixed the problem. It was not until i make a fuss about it that the sales clerk got the supervisor to help. These sales clerks are so quick to say DECLINED, it doesnt work and not try and fix thte problem. Please have clerks from Sears trained properly on dealing with situations.

I was keeping an item warm in the oven at 170 degrees. Heard a number of beeps coming from the oven. When I investigated I discovered that the broiler had turned itself on, smoke was coming out of the oven, and it was in excess of, I'd guess, 500 degrees inside. Turned everything off at the control panel -- but nothing would turn off! I finally had to remove the bottom drawer and unplug it from the electrical outlet! Waited 30 minutes and plugged it back in -- the broiler came on and wouldn't turn off! Repeated the process yet again and got the same results.

Sears failed to deliver goods as promised, after charging my Visa for the goods. I ordered a waffle iron on line December 1. The order went through on my Visa December 5. Delivery was set for December 15. December 15, nothing happened. At the end of a long day of waiting, I called and was told they decided to use UPS and the shipment would come some day. No tracking number available. Nothing I could do. No apologies for changing plans and failing to advise me. And ultimately, no delivery. Frequent checks with their delivery desk elicited zero help. Each reported that there was no UPS tracking number and nothing they could do. They were 100% useless. AND they wouldn't refund my money until 10 working days after December 15, even though it was clear the order was lost and I was left without the main Christmas present I had ordered. No one should shop at this business. I ordered the same item from Amazon and received it within 3 days; virtually the same price; zero hassle. Do Not Shop at Sears!

I ordered the Bosch Tassimo T65 brewer at the Sears Store for $139.99 on the 10th of December as the product was out of stock and picked it on the 16th. Walmart is selling the same for $118 and Canadian Tire for $99.99. I took the flyer to the Sears store and requested a price match. The customer service staff at the counter refused. The supervisor, a lady by name of Lisa was dismissive and rude and when I asked for five minutes of her time said "you have one minute". Sears is really ripping of customers; not to mention disrespectful of them.

Purchased Range and dishwasher on the 10/23/10. delivery was supposed to be between 1:15 and 3:15 pm on 10/27/10. Sears called me twice and cancelled time. They said it was a problem with the deliveries and they kept pushing my delivery back. They finally after serveral phone calls delivered at 12:am in the morning of the 28th. The next day when I tried the oven. the temp. was off by 100 degress. the oven would say 350degress when it would register at 200. I called for service. The service app. was for 11/1/10 Between 12:00 and 4:00pm. At two I called to find out when they where coming for my repair. Sears stated they had to cancell my repair call and would I like to set another app. That was two days lost from work. One for the delivery and one for the repair, that never happened. I went to the store for some kind of answers and the manager of the appliance section (Dennis Brown) told me he called (repairs) and there was noting he could do but wait until the repair department called him back. He stated to me to go home and wait for his call. I'm so upset and feel helpless to do anything for my satisfaction.

I will NEVER buy anything from Sears again! After 2 weeks & three attempts to get someone to fix my fridge leak...tech finally showed up & decided there was no problem since he couldn't SEE the leak. (guess the word intermittent was too much for him to understand). I asked him to contact his supervisor & he refused. I asked him to stay while I called Sears and he left. Sears promised another tech would come out later but never showed. I called for an ETA and was told that it would be soon. At 5pm I called again, never having received contact from the 2nd tech, and held for over 20 minutes and never got to speak to anyone. Every time I need ANYTHING from this company it is ALL drama, aggravation, and a great deal of my time wasted. So this morning I just spent 45 minutes on the phone with Sears (4 transfers and 4 times having to confirm my info and repeat my story) to find out that they can not deal with intermittent problems- the leak has to be happening at the time they are there for them to do anything about it which is absurd. To make matters worse there was NO RECORD of the promise that a second technician was going to come to my house yesterday. When I asked for a refund of my warranty plan, I was told that I still have to pay for the service call by the technician who not only did nothing, but left when I asked him to call his supervisor. When I complained about that, the agent HUNG UP ON ME. WHY WHY WHY WHY WHY do I go through this EVERY SINGLE TIME I NEED SERVICE?

Following letter details complaint. Head office sent it back to call centre who offered $50. Refused this and asked to speak to someone in authority on 24 Nov. To date, no response. Can only conclude that Sears Canada does not take customer service seriously and would recommend avoid buying appliances from Sears.
--------Date: 9 November 2011
Calvin McDonald
President and CEO
Sears Canada Inc. Headquarters
290 Yonge St., Suite 700
Toronto ON M5B 2C3
Dear Mr. McDonald:
My apologies for writing to you directly with what may appear to be a minor customer service issue.
However, the inability to date of your customer service staff to get back to me on a timely basis and address the issue led me to believe that a letter to you, that could be directed to the appropriate executive, may be more effective.
Our issue is the following. We purchased a Kenmore Elite bottom freezer 10 November 2009 (Model [protected], Serial Number MRSS12126), both for the features as well as the high reliability highlighted in consumer reports.
However, in less than two years of owning the fridge, the door seals went and one of the storage bins broke. Our kids are older and are not rough on the fridge, and we can only conclude that there may have been a design or manufacturing flaw that would lead to such a result. While I know formally speaking, there is only a one year warranty on such parts, I would expect them to last longer on again what we perceived to be a premium product of high reliability.
In any case, we had this fixed (your technician was timely, courteous and did a good job on October 27th – Service Order [protected]). Subsequent to that we contacted your Customer Service by email that day, to note that we were not happy that such a repair had been necessary, and that we thought Sears should cover the cost of the parts ($275.97 plus HST); we would cover the labour costs in the spirit of compromise ($191.98 plus HST).
Customer service sent us the standard automated response message and promised a reply within 3 working days. To date nothing has been received. Today, I called your Customer Service number and discovered that they do not have access to the email complaints, so I repeated myself and she was unable to do anything, likely given company policies.
As you can imagine, this leaves us with a sour experience both in the product and the service, one that will influence future purchases and advice we give family and friends. I would appreciate any attention the appropriate member of your executive team to devote to addressing this complaint and providing a solution agreeable to both of us.
One other point I flagged in my original complaint was more as an observation to help you provide quicker customer service. The new checkout process involving a Playbook, Blackberry and printer took your technician 15-20 minutes to process, given he had not yet been equipped with a card swiper. As someone used to the 1-2 minute checkout procedure at Apple stores (the gold standard), you may wish to revisit the procedure as over the course of the day you may be losing the potential for one additional service call, and reduced hanging around time for customers while the lengthy process is executed.
I look forward to hearing from one of your colleagues by phone or email (your corporate site, understandably, seems designed to insulate the executive team, hence this snail mail letter).
Thank you in advance,

Sincerely,
Andrew Griffith

Ordered a table in November to arrive on December 9th. Showed up as "in stock". Still calling to see if it had arrived on Deceber 17th and claimed it was on its way. Suddenly shows up as "arriving in March" a week before Christmas. Too late to get another give to the recipient. Unbelievable - talking to someone overseeas who claims that it is the manufacturer. But they have my e-mail and my phone number and no notice. Too late to possibly get a Christmas gift. This was a major gift. Will never trust Sears again.

I purchased a Sear Elite Dishwasher 12.5 months ago. I bought in store and have a 12 month warranty, online 24 months? The machine stopped working after 2 months, repairman scheduled visit 7-10 days, part 6 weeks - was told these machines keep in a job? 2 weeks after warranty ran out the same problem, I have to pay for repair and go without a dishwasher over the holidays. Sears rejected my product review, has not called back and basically does not want to know me. I will never deal with them again and despite the high cost I may just have this 1 year old machine removed and get a model that works from a retailer that supports the product. I thought when I shopped at Sears they sold solid goods and backed there sales - this is NOT true. Stay away from Sears I will.