Sears
Reviews and Complaints

I needed a new pair of bifocals, since my other pair had broken. I knew they were expensive. My vision plan is only available at some stores and Sears happened to be one of them. I had my eye exam and then checked out the glasses. I had reservations after I had visited with the salesperson. She seemed rather lazy, but I blew it off. After I ordered my glasses I waited about a week and they finally came in. I was excited until I put them on when I got home. They seemed to not sit correctly on my nose and it was difficult to see out of them. When my husband inspected them, he noticed the bifocals were way off. I took them back the next day and waited a week. I picked them up and they alright, so I took them home. They just weren't right. When I had my other pair, I could see out them perfectly. With these new glasses, it was difficult to see out of them. My husband noticed they sat crooked on my face. I had to drive the 15 miles again to the store. The other salesperson there was lazier than the first. She rolled her eyes when I told her the glasses were crooked and the nose piece was crooked. She adjusted them, but actually made them worse. My husband took a look at them and noticed that the bifocals were still crooked! I couldn't afford to keep driving back and forth. I need my glasses to read and for my job, yet I wasn't able to use them for two months. I looked on the back of the receipt and it states the Sears "satisfaction guaranteed" --90 days with receipt and I also checked out the Sears optical website and they also state satisfaction guaranteed. I went to the store, again, and told her the problem, told her my glasses were useless, that it would work better for me to get a refund and go elsewhere for a pair of glasses that would be useful for me. I told her that it was disappointing to spend 250.00 on a pair of glasses that I can't use and that I had to resort to my dollar store readers for the past two months. I told her that I had taken my glasses to two other optical shops and they said the frames were crooked and the bifocals were so crooked they would have to be sent in and have a new bifocal put in. She rolled her eyes and was argumentative with me. That was disappointing because that's not a way to deal with customers. She said they can't just give a refund. They have to try to correct the problem. I told her that it 's not acceptable for the glasses to come back the first time with crooked bifocals ( I have never, ever had that problem at any other optical shop) and worse yet, to have them come back "fixed", but still crooked? I just told her Sears already tried to correct the problem once, and I'd prefer my refund. She said "well, I have to take 25% off for a restocking fee IF the district manager approves a refund because the lenses are no good to anyone else." Hmmm.. I told her that the lenses are no good to me, let alone anyone else and the glasses were useless. I also mentioned that I'm not paying 25% restocking fee when I have to return a product that is defective! It's not like I was returning it because I didn't like the color. She was very rude. Finally, she called me back several hours later and said she could give me a refund. Yes, another trip the store, but worth it for my refund. Now I have to hope she was capable of crediting my card. I should also mention that the receipt Sears optical uses is the same receipt the rest of the store uses. According to the back of the receipt "satisfaction guaranteed or a refund or exchange." She said they have a different policy. I told her that they should then either use a different receipt and post THEIR policy up. I also had talked with the Sears manager and she said the same thing, that the optical shop just leases from them and that they have their own policy, but the guarantee is "sort of " good, but that it means that they have to work with you on fixing the glasses. I told her that I didn't see that printed on the receipt.
In summary, if you used a credit card to purchase eye glasses and Sears isn't working with you, try the dispute resolution. Don't wait too long because there is a time limit. Contact the Better Business Bureau and let them know, too. I will never purchase eye glasses from Sears again. What a hassle!

I activated my Sears Accountcare benefits for unemployment. I called today to ask why my account balance hadn't been canceled after 6 months of unemployment per the policy benefits and I was told I had the 12 month instead of the 6 month balance payoff policy. I said when I signed up there was no 6 month or 12 month option, it was only 6 months; also, the website only mentions the 6 month balance payoff. I was told, too bad, I had the 12 month policy. I have never heard of the 12 month balance payoff option until I called today. It seems I must have signed up for a "secret" policy that was not clearly explained or I was changed to a 12 month policy after I signed up for the program.

I had an appointment for a washing machine repair scheduled for 6/13/2011 between 1 and 5 PM. At 3 PM Sears called to say that they were overbooked and would not be able to fix the machine until Thursday 6/16/2011. I spoke to customer service. I was read a prepared script and told that they could not offer me an earlier appointment. I took a day off from work for nothing. SEARS SERVICE is the WORST! Shop somewhere else if you expect appointments to be kept.

I had Air condition warranty agreement with Sears over 6 years for 2 unit, last week when i called in for tech to check the Ac he told me that I didn't have for the Electric furnace /air handler covered. I was upset meanwhile i renewd my Ac warranty for another 3 year when the tech told us about this issue we called back the same day to confirm the sales person said there is not such a thing for to get 2 more unit warranty, the tech came back to fix the problem he issinted that if somethign happens he can't fix it, I called and they told me yes i have to buy anothe 2 unit warranty.
for more then 6 years they came they fixed inside electric furnace and no one told me that i wasn't covered.
Sears said they were sorry about it and they can only give me $25 gift certificate for the sales person didn't explain to me correctly i refused it and canceled all my warranty service.

This is the letter I wrote to HR Director. I doubt they will ever answer, or do anything about it.
Sears Holdings Corporation
3333 Beverly Road
Hoffman Estates, IL 60179
[protected]
Dear Human Resources Director,
I wish to make you aware of a situation that took place over the past week, when my son interviewed at the Sears Store in Vineland, NJ.
My 20-year-old son is two credits away from his BA in Criminal Justice/Forensic Science. He was awarded an internship to spend a few months this Fall in Washington, DC. This would not only give him ten more credits more than he would need to graduate, but it would give him valuable life and career experience. He has a 3.6 GPA, and likely would be better suited to be the interviewer than the interviewee.
Jonathan, my son, went in for a first interview for a cashier’s job, part time, last Tuesday. The “manager” interviewing him was unable to read the questions from the survey, and unable to write the answers to his questions. Jon came home and commented to me, “this is the first time I ever saw an illiterate supervisor.” My son was so embarrassed for this “manager” that he almost offered to take the pen and write the answers down for him.
The “manager” failed to mention the internship in the written survey, and my son was called in for a second interview today, June 7, 2011. Another Manager, named Scott, appearing more literate and professional, interviewed him this time. When Jon mentioned the internship, the Manager said it was not mentioned on the report, and because of it he would not consider Jon for the job. At that point, my son enlightened this Manager of the details surrounding his first interview, including the other “manager” being unable to read and write. The interviewing Manager appeared very surprised, but I don’t know why he should have been given the elaborate application/interview/screening process your company has on its website!
I am concerned by this because I have retired (due to a disability) from teaching after 26 years as a Chemistry teacher. I have taught honors middle school, high school, and served as a college adjunct. I taught 19 years of my career here in Vineland, and I am deeply embarrassed by the likelihood that your disgraceful “manager” was a product of our local public schools.
I have trained both of my sons in how to present themselves in an interview, how to write a resume, how to apply for employment. It is usually the complaint of employers that graduates of high school/college are not equipped with the skills to obtain employment. This is the FIRST TIME I have ever heard of a “manager” poorly educated for the task of hiring employees, and for the demands of his job, which should include reading and writing. HOW did this person get his job? WHY is this person still in his job?
If my son would have to work for an uneducated “manager” such as this one, and spend his entire working day cleaning up the messes this illiterate left behind, it is a good thing he did not get the job. Had your management people had any foresight, they would have looked at my son as a potential Loss Prevention specialist, or a supervisor, and hired him on to train him in the summer, to return to the job when his internship ended. Jon has already had two interviews with companies interested in placing him in Loss Prevention when he has his degree in hand (December 2011). Perhaps jealousy or intimidation kept them from taking a chance on a very intelligent, polite, hard-working young man, who would be a trustworthy, valuable asset to your company.
Sears used to take chances on college students, giving them an opportunity to work while they were in school, then hiring them into higher level positions when their education was completed, making them career employees. Now it seems that the opportunities go to those who are without skills, without an education, and who do not check the “white” box in your survey. With employees and “managers” like the one interviewing my son, it is no wonder that Sears is losing retail market share. I can tell you as a certainty I will never shop in the Vineland store ever again, knowing that it is run by management that would lose if they participated on the show “Are you Smarter than a Fifth-Grader?”
Hopefully you will get with the program, and give your “managers” literacy tests before you turn them loose on the public.
Thank you.

I purchased a Kenmore ceramic stove in 2007 recently I have noticed that the element light will not shut off and my oven is not heating up like it should. I purchased from Sears because they were so highly rated with Consumer reports. My stove is only 5 years old and I am so disappointed that this has happened we are going to have to pay $129.00 for a service call that does not include any parts that we need. I feel that a stove only 5 years old should not be doing this, my old stove which was not Kenmore lasted over 15 years without any problems. I will not be purchasing anymore appliances from Sears unless you correct this! Thankyou

I am an employee of the "Nevada state Contractors Board" in Henderson, NV. I purchased a soft water conditioner for a rental home that I own. When the Plumber arrived, I was not there, my tenant was home. My tenant informed me that the plumber (Union Plumbing) said immediately that he could not install the water softener because the plastic tubing was 3/8" and it has to be 1/2". My tenant asked him how much it would cost to change out this tubing. The Plumber's response was $500.00. He then told my tenant that unless he had this $500.00 of tubing replaced, that "Sears" would not honor the warranty on the unit. My tenant called me immediately and I told him to tell the Plumber to take the water softener and leave, which he did. I then looked up Union Plumbing on our investigation system and he has numerous complaints against him. I went back to Sears and told the salesperson to send another plumber and informed her of all the complaints. They did send another plumber a few days later (Active Plumbing) . Active Plumbing was in and out of the house within 30 minutes, did great work and never mentioned anything about tubing. My tenant said the water softener is working great. When I came into my office this morning, I informed one of my investigators of the situation and told him that I was also going to send this e-mail to your company. I work in the Investigations Department and deal with contractors overcharging and doing unnessary work and ripping off homeowners every day. I thought Sears should be informed of this. You are welcome to call me at my office if you choose to, my info is as follows:
Janet Brinkley, Nevada State Contractors Board, direct work number [protected] Thank you.

I went to Sears to put a Garden Oasis Lighted Gazebo ($699.00) on layaway, and when the gentleman who assisted me went in to the computer to put my information in, it showed that the gazebo was not in stock. I then chose a different gazebo, and the same thing, that one wasn't available either. The gentleman proceeded to tell me that out of all the gazebos Sears has for sale, there are only 2 of one model in stock at this time..only 2 gazebos in stock! He said that they haven't sold many because the manufacturer hasn't sent them. He went on to say that he had three customers last week wanting to buy gazebos, but couldn't because there weren't any in stock! Before I left the store, I bought a garden item, and the cashier asked me if I had any luck with the gazebos because I had originally asked him for assistance, and he called someone to assist in the Garden Center, and he said that he knew of two people a few weeks ago who left disappointed as well, for the same reason! this is absolutely unacceptable! Sears is advertising a product in their weekly ad, week after week, offering layaway, and they don't even have the product! I will go somewhere else!

To whom it may concern,

I cannot begin to explain how disappointed I am with your parts department cancellation process. I initially placed an order by calling and requesting a part for my Kenmore refrigerator (water filter #9002) the agent placed the order and at no time gave me cancellation requirements. I was e-mailed the order information, which did not explain your cancellation process.

About 20-25 minutes later I called back in to cancel the order. I was told to hold and was transferred. After waiting on hold again I was transferred again, only to be told abruptly that there was no way the order could be cancelled. I would have to wait for the part to be shipped and then call back in and request a return authorization, then once the part was back they would credit me back. I tried to reason with the agent but they would not budge and wasn’t accommodating. I disconnected the call and went to the Internet in search of a complaint line for sears…only to find many of them. I called [protected] and chatted briefly with an agent only to be transferred again. I finally got to Nikia (#200246) she explained to me once they press the button it goes to the manufacture and there was absolutely no cancellation available.

So here is my complaint…your company is large and well known. To explain to a customer that has been loyal to sears that there is nothing they can do is unacceptable. I work for a large telecommunication company and deal with parts orders for customers. I would have bent over backwards to assist a customer that no longer requested an order. There is always a way to cancel it, even if it is time consuming.

So I asked for a way to voice my complaint and was given an address. I will post this online for others to read in hope that others will find out how difficult it is to cancel with your parts department. I guess in all honesty I will not even get a response from you so I will make sure I stop shopping with sears in general.

A once loyal customer
Shawn Smith

I made the mistake of opening a Sears MasterCard, when I was offered a discount on my in-store purchases if I would open the account. I paid my first bill in full with a check in the store. When my second bill came, I tried to pay the entire amount on line. However, it turned out that Sears required a full week to 'verify' my bank account before I could pay my bill on line! If my bank account was so questionable, why did they offer me a credit card in the first place? I rushed to the post office with my snail-mail payment. The following month, I again tried to pay my entire bill on line. This time I couldn't do it, because they will only let you pay up to $1000 the first time you try to pay one line! Wait a minute -- why bother to check my bank account if they don't think I can pay more than $1000? And if I can't pay more than that on line, why do they think a physical check wouldn't bounce?! So again, I paid in full by snail mail. The third statement I received had a zero balance, but a $17.86 finance charge! For what?! I called customer service, and got an exceedingly rude representative, who gave me a song and dance about how they calculate finance charges in advance. HUH?! At first, 'Tiffany' said she would remove the finance charge, but then when I said I wanted to cancel the credit card, she said she couldn't do that after all, because 'the system' wouldn't allow it. Yeah, right. Of course, I have cancelled this credit card, but am still fuming. What a rip off!

In February 2011 I purchased a Sears craftsman automatic garage door opener to be installed in my Dad’s garage after he had undergone open heart surgery. I scheduled an installation online with Sears and took time off from work to be present for the installation. On the morning of the installation the installer who had been scheduled by Sears called to inform me that he did not service the area. After navigating multiple automated menus, speaking with numerous Sears’ representatives, and after waiting several hours, I was finally informed that the next available day for installation was 5 days later. I took another day off from work to be present. After the installers arrived 30 min late they haggled with me over the height of the ceiling and the placement of the keypad. After installing the opener it would not work. Again, after numerous calls to different Sears’ reps, a service tech was scheduled to evaluate the unit 2 weeks later. More time off from work. Finally, when the tech arrived he determined that the keypad had been damaged during installation. A replacement part was ordered and installed a week later. The entire process took 6 weeks. For the burden and inconvenience I was offered a $50 check and an extended service agreement. It is not likely that I will do business with Sears again in the future considering the inefficiency of the customer service department and the incompetency of the installation team.

I had a transaction of $10.54 and another for $43.40 for a total of $53.94 which should have left me a balance of $21.06. According to Citi/prepaid card all I had left was $19 plus change. I then made a transaction of $18 which makes a total of $71.94. Later I found out that $3.06 was charged against the card because SEARS screwed up when attempting to place two on-line orders for me. I swear they are either in partnership to save money or Sears has some really inept personnel. Rebate cards are not worth it but if you do get one use it immediately and do it in person you might actually have a chance of getting the full rebate.

I have a bad experience with sears service recently. The service of sears canada is so confuse. I am frustrated.

Two weeks ago, I called sears customer service regarding the 60 night comfort guarantee of my new mattress which purchased in 2011 April. My new mattress is a reselect of defected mattress that i purchased on 2010 April. I have told the representative that the new mattress i have right now is a reselect mattress. The representative said i still have one time exchange base on the 60 night comfort guarantee even the mattress is reselect. I told her i would like to reselect the mattress in different sears store because i had a bad experience with the markville sears before. And i do not want to have any mistake happen this time. She said it is ok to do so and she will sent the note to sears and they will contact me soon.

Few days later, markville sears call me and told me i do not have 60 night comfort guarantee because is a reselect mattress. Therefore, i call sears customer service again to confirm that will i have 60 night comfort guarantee if my mattress is reslect. The representative double check for me and she said i will have the 60 night comfort guarantee. So i went to the store and talk to the sale person. I told her that i have called the customer service twice and they both said i still have the 60 night comfort guarantee. She start sound unpatient to me and keep telling me “No!” “The answer is NO!” “No!” when i am trying to explain my situation. Then i’ve leave the store. I was so upset and confuse.

Therefore, i decided to call sear customer service again which is the third time. I asked them to double check and make sure will i have the 60 night comfort guarantee. They have checked all my doucments. Also, they have asked their superior and they still said yes because the first mattress i had in 2010 is defected so i do the reselect in 2011. I went to the store again and talk to the sale person again. She said “No! The answer is no. This is the POLICY.” She called someone in front of me and she ask the person to put a note under my case that i will not have the 60 night comfort guarantee becuase of the “POLICY”.

I AM VERY CONFUSE AND UPSET. On the sears-o-pedic care, handling & waranty information, under the 60 night comfort guarantee it shown that ” AT SEARS WE RECONGNIZE THE IMPORTANT OF A GOOD NIGHT’S SLEEP. TO HELP YOU ACCOMPLISTTHIS WE RECOMMEND YOU TAKE A MINIMUM OF 30 NIGHTS AS AN ADJUSTMENT PERIOD FOR YOUR ODY TO GET USED TO THE COMFORT AND SUPPORT OF YOUR NEW SLEEP SET. IF AFTER 30 NIGHTS AND WITHIN 60 NIGHTS OF YOUR DELIVERY YOU FEEL THAT YOUR BED IS NOT AS COMFORTABLE AS YOU EXPECTED, PLEASE LET US KNOW AND WE WILL BE HAPPY TO ARRANGE ONE SELECTION EXCHANGE TO YOU.”.

I also do research online at sears web site and i can’t find any information about that “POLICY”. I have a defected mattress and i spent more money to reselect another mattress in APRIL 2011. I am not comfortable with this mattress so i call customer service to ask about the 60 night comfort guarantee. They said yes and i went to the store but she said no. I am so frustrated and upset. It is so comfusing.

They dented my car hood !
I took my Buick 02 Century which is totally fine to Sears Autocenter and have my transmission fluid changed (just for maintenance because my car runs great). After finishing doing the service, I returned back home and just 3 hours later, I discovered a dent on my car hood on the front (Which looks like a hand or palm print) as if somebody have pressed teh hood strongly and made the dent. I did not notice anything when I left sears. But I did see the dent at my home. Once I did that, I contaced them and told them about the event. They only took some photos for my car and informed me they will contact me tomorrow.
I have not heard anything from them yet !
Depsite the fact I am a regular customer with Sears ...

I purchased a GE Profile Washer and Dryer April 2010. I have had 4 repairs so far and they do not stick to their repair time. I have lost 3 days of work waiting for them to come on their assigned time. They have parts shipped which takes 3/4 business days and set appointment 1-2 weks after parts arrive. I have had the aggitator replaced, heating element in the dryer, computer part and now the [protected]@ This is a nightmare. I have a family of 4 and this has caused me so much aggrivation. I will NEVER recommend any GE products/Sears. I was forced to purchased additional warranty after 1 year for $190. For what? They do not stand up for their products at all. Furious in Staten Island, NY

Remove PostThomas Stubblebine
unbeliveable thathe auto dept.. shuch a large, use to be upstandind store. now resortes to ripping off people in the auto repair shop. went to middus to get under carrage checked, was told two shocks were broke, took to sears because they were under warenty. sears said they were not broke, I asked to see them when removed, so they distroyed them so no one could tell any thing! coust me over 200 dollers to replace the shocks... not to metion the machanic did not replace spare tire the right way it was just flopping around under my explore. also the next day i had to take it back to middus to fix parts under the frount end i truly belive the had something to do with braking.. hard to belive it was fine the day before sears RIPPED ME OFF!

Last may 2010 I purchased a Sears Crafsman lawn mower (Kohler engine) with a 2 year warranty. Two weeks (two uses) after I ran the new mower it refused to restart after cutting front lawn. I brought the mower in for replacement at which point they refused and stated that they would attempt a repair. After much feuding and a supposed back order of a part, I received my mower 8 yes EIGHT weeks later. It seemed to function for the few times I used it until end of season. This year spring of 2011 the same issue came back. The mower would not restart after cutting one half of lawn. I then brought the mower back for repair (still under warranty). Now 3+ weeks later I'm told it needs a new carburetor and nothing could be done until I surrendered 40+ dollars. I proceeded to explain the previous issue and repair regarding this mower and asked to speak to a manager. I was told that no one is available and that someone would call me back. This has happened for approx 5 calls and counting within 3+ weeks. Sears is holding my mower that I fully paid for hostage and refusing to honor the warranty. At this point I'm considering small claims court. Robert P

Sears Canada is terrible. They repeatedly cancel repair appointments. Customer refuses to escalate complaints (I could not speak with a manager and no manager would call me back). I wrote a letter to the president and received a call back, but they do not leave a phone number to call them back. They simply refer you back to a generic 800 number if you want an update. It has been over a week since I spoke with someone from the office of the president and still have no resolution. Brutal. I will never purchase anything from Sears Canada ever again.