Anonymous
map-marker Phoenix, Arizona

NEVER EVER EVER use Sears.com's online layaway!!!!

Placed 2 layaways online within days of each other with Sears.com (not Sears). Sears.com cancelled both layaways without telling me and without my request. Payments were up to date on both. For 5 months I have been "re-routed to" and "emailed from" a number of people but still have been unable to secure a refund for the second layaway. The first was refunded without incident. Absolutely NO ONE in Sears.com is capable of following a paper trail, let alone a paper trail as convoluted as the one that is housed in Sears.com (I believe they hire these types by design). I've utilized their online layaway many times and this is the first time I have experienced any challenges with their service. As a result, I was left with no other option but to file a small claims suit in Illinois due to their blatant indifference.
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Reason of review:
Order processing issue
Anonymous
map-marker San Diego, California

Never ever buy anything at Sears

I used to buy appliances at Sears outlet with no problems before. This time I wanted to change old appliances to new SS ones in my new house and chose Sears because of good selection of designs and sizes to match existing cabinets.

Apparently I made a huge mistake. I bought Kenmore Elite Refrigerator, Double oven, cooktop and built in microwave. Refrigerator died 3 weeks after installation. Thank God it was 3 weeks and I was able to exchange it.

The double oven did not work upon installation, but it was too late to return it. This is where my ordeal started. It could not have happened at the worst time. Have you ever had a houseful of guests on Thanksgiving and a raw turkey in the oven?

That was me. Same on Christmas Eve. Technicians came 4 times, over next two months, could not repair it, but still, Sears refused to exchange it.

I omitted details, but you can imagine my frustrations over not being able to use a brand new $3000 oven during holiday season, when I have several technicians come/fix?/go

Save your sanity and buy your appliances somewhere else. Seriously

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Reason of review:
Bad quality
1 comment
Guest

so if it did not work upon installation why didn't you have them come exchange it out then? sounds fishy to me that someone would get something installed and NOT test it right away to ensure it worked.

Anonymous
map-marker Sarasota, Florida

Telephone delivery notification

1. The automated call about my delivery was impossible to hear because of: #1 the line had a lot of static on the other end. #2 The female announcing spoke too fast. #3 the volume was weak (I had my phone positioned to high volume!) #4 Because the message was automatic, I could not call back. Very, very, frustrating. 2. Human voice....when calling Sears Delivery information. #1. I had to tell the operator (female) to speak slower and more distinct. She complied as best as she could. #2 In giving me times of the delivery call on the day of my delivery, I could not understand what she was explaining because of her accent. She ran the vowels together (Hispanic.) She was nice and polite, but again....not clear speech. (I was an English and Speech teacher!) 3. I gave her my E-Mail address and hopefully she recorded it right. As yet, I have received nothing. 4. The above concerns the delivery of a $1,000 mattress. 5. B.D. Caplan.....7410 Pearlbush Lane....Sarasota, Fl.
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Reason of review:
Problem with delivery
Tanija Dtq
map-marker Sacramento, California

THE MOST UNBELIVABLE EXPERIENCE I EVER HAD...AND NOONE WILL DO ANYTHING ABOUT IT!!!

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Me and my wife went to Sears to shop this afternoon. On our list was a Kenmore washer and dryer, a refrigerator for our daughter and a carpet sweeper. Went into the store and to the appliance department. There were not 1 not 2, not 3, but 4 salesman all huddled together chatting with each other. I was walking through the washer and dryer dept and saw another employee standing behind a display on his cell phone. Was ther for 10 minutes and NOONE came to help us. My wife said go over and ask them, I said if they were interested in selling they would have been over when we walked in. So we went to LOWE'S and by the time we walked into the department a salesman was right behind us. Out order came to $3,852,18 .... I do not know how you stay in business Sears. But between me, and friends, and family we have 30,000 + on out blog's. Maybe posting our experience there will get some attention. I was in business for 40 years and just wanted you to know why today you lost many customers.+
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Cons:
  • Service and want everyone to know it
Reason of review:
Poor customer service
2 comments
Guest

Agreed

Guest

If you blog so much, consider grammar and spelling....

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Anonymous
map-marker Longmeadow, Massachusetts

Defective Mattress

In 2004, after twenty years, we replaced our king size Sealy Matttess with a Sears O Pedic. After seven years the threat on the seem began to loosen. We contacted Sears and after a long time they agreed to replace the mattress. However at this point Sears O Pedic no longer was made by the same company. Our box springs would not match the newer Sears O Pedic mattresses. Finally Sears agreed to change the entire set. We then purchased a Stearns & Foster for thee hundred and fifty dollars more. The newer mattress was a pillow top the best mattress in the entire store. Four and half years later the Stearns and Foster is sagging more than an inch and a half. Sears refused to honor the the warranty on the new mattress because the first mattress was purchased more than ten years ago. Although they and Stearns and Foster recognize that the mattress is defective They both refuse to honor any warranty. Nowhere in any of their documents is this policy written. When a refrigerator is replace because of defects the new refrigerator has a new warranty but not with mattress. In the minds of both retailers and manufacturers you need to fully purchase a new $2,000.00 mattress every ten years. However most high end pillow top mattresses never last that long.
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Reason of review:
Bad quality
Featured
Anonymous
map-marker Providence, Rhode Island

Sears - Delivery Service Review

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My polite letter to Sears Executive Customer Service Reps... Let's see if they back their consumer!! "I am writing in regards to my order - wrong item delivered, delivery 1.5 hours late and the extreme poor customer service provided. I purchased a NEW item and was delivered an extremely damaged item tonight. Your company refuses to honor the transaction with the New item I originally purchased. Please see the attached images of the item delivered to my home today. I am requesting the exact product I purchased in the exact condition I purchased it. I am also requesting a full refund for the shipping and delivery charges of my order. It was delivered 1.5 hours late and customer service was unable to locate my order, even after 2 phone calls. I have spoken with 4 customer service representatives (2 of which hung up on me and my husband) and 1 customer service manager - ID # 448118. None were willing to accept responsibility of searsoutlet.com's mistake in regards to their error in the item received. I find this unacceptable in all aspects. The consumer should receive the item they purchased, in the condition stated, in the time frame provided. The time spent on the phone with your customer service department was from 6:30pm-10:20pm with most of it being on hold and no resolution. I look forward to your correspondence in regards to this matter/dispute."
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Reason of review:
Damaged or defective
1 comment
Guest

sweetie there was a reason it was at the sears outlet. It is not brand new, it is sold as is most likely for a deep discount because of the damage.

I agree with you on their customer service though they lie that they came to your house to milk you of money.

Anonymous
map-marker Irondequoit, New York

Sears Return Policy Review from Irondequoit, New York

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I dont understand their "new policy" of requiring a drivers license for returns & even exchanges ( for $10 items!) Twice I had receipts & had charged the items on Sears card.There is absolutely no reason to require my I.D. No other stores do this--not even discount big-boxes! Employees always very rude, totally ignorant & too busy on their phones to help customers in Irondequoit,NY. I'm so done with this company-cut up my card today.
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Reason of review:
Not as described/ advertised
Mattheus Fry
map-marker Great Barrington, Massachusetts

Tortured and Robbed

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We took delivery of a Simmons Beautyrest Mattress purchased at our local Sears store and immediately noticed it had a chemical odor.  My wife refused to sleep on it and I proceeded to call the 1 800 FROM-*** number to try to resolve the problem.  I was told that I would have to use the mattress for 30 days before I could return it and that the smell would dissipate in about a week.  I was also told that unless the mattress was defective I would be charged a 15% restocking fee as well as a delivery charge for picking up the mattress.      After airing it out for a week I wrapped the mattress in waterproof cover to mitigate the remaining smell and tried to sleep on it (alone).  This was definitely NOT the same Mattress I lied on at the Sears store it was considerably harder, akin to lying on a carpeted floor.  After three hours I couldn't take it anymore, the pain in my back and shoulders forced me to head for the couch.  The next few nights were the same. At that point I went on amazon and ordered a 3" memory foam topper.      I looked around the internet a found that those who sold mattress's recommend "breaking a new mattress in" I was also told about the “break in” by the Sears people.  I went back to the Sears store to lie on the display model to confirm that it was different then the one in our bedroom. While at the store I was told that the display model was "broken in by all the people who come try out the mattresses and that it was only a matter of time before my mattress would be soft like the store model".  This Sears is in a mall that is clearly dying, in the 5 or so hours over several visits that we spent in the store we were the sole customers, all the salesperson's time was devoted to our bed sale.  I don't know who the people who broke in the beds were but they weren't around when we were there.  We only spent about 10 minutes on that particular mattress.  I concluded that the mattress in the store was defiantly not the same as the toxic torture rack that was in my bedroom.   Finally the topper arrived and I was able to coax my wife into vacating the guest bedroom.  It has been almost a month, we have cornered the market on ibuprofen and constantly have the slight scent of formaldehyde/gasoline in the back of our sinus. The topper helped a little but this bed id still unbearable.  We went to change the sheets yesterday and a soon as the plastic cover came off the toxic fumes filled the room.  There are now body pod indentations with a ridge in the middle of the bed, it isn't going to get more "broken in".      I called 1 800 SCREWU number again insisting that this mattress was defective because of the toxic odor.  I was told that I could purchase another bed but would still have to pay the 15% restocking fee plus a charge to pick up the other mattress.    The bottom line is that Sears thinks it can bring you a sack of dung to sleep on and that you have to live with it for thirty days and then pay big to have endured the experience. 
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Reason of review:
Damaged or defective

Preferred solution: Full refund

Anonymous
map-marker Miami, Florida

Unresponsive and ineffective customer service

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When I was growing up in Chicago, my parents and I shopped almost exclusively at Sears which offered friendly and effective service. Unfortunately my recent experiences with Sears repair and customer service have been horrible and ineffective. Do NOT use Sears repair in contrast to IKEA and other stores which stands behind its service and products. Sears repair charged me over $500 to repair my AC in Miami. The AC failed to work a few months later; however Sears claimed that their 90 day warranty (they had never advised us of this limit) had expired. I contacted Customer Solutions, the Sears Exec Office etc. MANY times. I was shuttled to at least 8 people, two of whom hung up. With only one exception Sears refused to return phone calls or to even talk on the phone. Six different people wrote without responding to specific questions and using fake names and no titles or responsibilities. Sears did not even respond to my offer to submit this dispute to mediation. They did offer a minimal discount should I decide to spend even more money for additional repairs. I will never do business with Sears again !! (I had the AC repaired by a local and responsive company for about 20% of the Sears price!!) Avoid Sears. Sincerely Alan
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Loss:
$500
Cons:
  • Non responsiveness phone names
Reason of review:
Poor customer service
Anonymous
map-marker Eagle Mountain, Utah

Sears service is the worst I have ever had

Three years ago I purchased a Kenmore Elite french door refrigerator from Sears. The first one wasn't even put together good There was screws coming out and making it so that it didn't work properly. At that time after several calls and several visits by the service person it was decided that they would replace the refrigerator. I get the new Kenmore Elite and within a couple of months I start having problems with it,,,,,no power what so ever I did as they suggested and still nothing. The service man on the last call said he would be coming back because of the problem and sure enough today again no power. NONE. no matter what.. No power. I called and called and called explaining what was going on. It didn't work they wanted me to wait until the end of the week for service. The problem always happens just after I shop so here I am AGAIN having to try to keep all my food from spoiling. They say that they will give you $300. to replace the food that gets spoiled but I have found that to be a lie also because the last time I got no such money. I have had it with sears. I am done. You guys can take a flying bunt into a brick wall and I am going to let everyone I know how ignorant you are . Good Lord people
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Reason of review:
Bad quality
Tamaya Wtf
map-marker Montclair, New Jersey

Sears - Washer And Dryer Review from Montclair, New Jersey

Sears is ruining my life and stealing precious time away from me by wasting hours trying to resolve issues purchasing a washer and dryer. I have yet to receive the items after 4 months. How embarrassing for them they can't even make a sale. I will cancel this order and buy from another company now. They have wasted so much time I can't even waste any more time writing what they did wrong bc the list is too long and they don't care.
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Reason of review:
Problem with delivery
1 comment
Guest

I hear you. I am another victim of SEARS and will never shop there again!

Anonymous
map-marker Santa Monica, California

Sears online is a horror show

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Completely inept, totally unfriendly, and the worst time wasters on earth. Anyone who buys an appliance from them and expects prompt delivery is delusional. Anyone who expects the customer service people to be helpful is completely nuts. I was just shunted from person to person, each of whom read from a script, but was unable to provide help in any way at all. I am canceling the refrigerator I ordered! This was without a doubt the worst experience of my life. Whatever happened to "the customer is right?"
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Loss:
$3000
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Kristi Hxn
map-marker Paso Robles, California

Botched delivery from Overseas dispatch, Don't buy from Sears.

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Updated by user Oct 10, 2015

Update....

5:15 pm rolls around. My husband and I are getting ready to go to Costco to get a freezer.

At this point, we have to deal with the fact that this freezer would be delivered at best next weekend. The freezer at Costco is not the one I need but I need it tomorrow so we get in the car when a delivery man comes waving a clipboard.... Yes it is the sub for Sears delivery!! What the heck!

I am thrilled!! I was told they could come next week!! No call ahead. Had my husband gotten here 20 minutes earlier, we would have missed the delivery again!!

But I am elated to see these guys and the freezer!! Great. They get it out of the truck, get it I. It's space, plug it, open it to install the handle and guess what....

One of the shelves was not fastened properly and the I sidefinish of the fridge has deep scratches all over and to top it off, one of the screws for the handle is missing... The delivery guys offer to call customer service. I talk to them on his phone. He tells me he does not understand what is going on...

My freezer is going to be delivered next week and I should not have it. I explained to him that yes if is here and if he wants to send the replacement next week that will be OK. He says I can keep this one for now and they will swap next week. Meantime, he will send me a gift card at Sears.

I thanked him and said that the only gift I need right now is an intact freezer next week. At this point, the last thing I need is an other nightmare from Sears... Even if it is free!!!

Let see... Not sure when and if they can deliver a gift card, ha ha ha!!!

Original review Oct 10, 2015
Poorest customer service from overseas. I ordered a 13.4 cubic feet kenmore upright freezer on line on Sunday with a delivery date for the following saturday. I get an automated call to confirm delivery the night before between 10am and noon. All seems on track. 12 noon comes and goes, delivery isn't here. I get it, stuff happens, traffic, road work etc, etc...I call the customer service. Brent tells me to hold, he will check the status of the delivery, he comes back on the line to say that none of the 15 deliveries scheduled in my area have started yet....and the estimated time of delivery for my freezer is now at 4:30 and that the delivery crew will call me 20 minutes prior to their arrival. So I leave my home for a short appointment at 1:30. At 2:15, I am on the road back home in CA where it is unlawful to be on the phone on the road. I pull over call the number back, they do not answer the call and a message comes on that there is no voice mail set up on this phone yet. Suspecting it my be the delivery crew, I immediately call customer service and a young woman tells me the delivery came and went and there was no one home...I asked her how can that be, Brent told me it was going to be delivered at 4:30 and I cannot get an answer from the delivery crew who is probably down the street from me, please call them right now...she refuses I ask for a supervisor...she gets Elija on the phone, I explain the situation again, he puts me on hold, he comes back to tell me that he cannot reach the delivery dispatch on the phone and he is sending them an email to try to send the delivery crew back. He will call me back within 2 hours. I wait a little while, no call. I look at the clock and I think to myself...if he calls in 2 hours, it will be 5:30. That delivery crew will be long gone and their business hours will be over.I call back. This time, Sophie answers, I explain again, tell her about Brent's promise of 4:30 delivery, unexpected and unexplained missed delivery at 2:15 and could she look into the email Elija sent? I am on hold again. By then, I am informed that the crew has long left the area (like if I did not know that) and would I like to reschedule the delivery next week? well I have gallons of passion fruits juice coming to me for which I need a freezer tomorrow, can we do it tomorrow? no..... I am now going to a local appliance store right now as I should have done in the first place and will bring it home in the back of my truck. Just have to find a few guys and a appliance dolly. WILL NEVER AGAIN BUY FROM SEARS OR SET FOOT IN THEIR STORES AND IT GOES FOR KMART AS WELL. DO YOURSELVES A FAVOR AND DO THE SAME.LIVE AND LEARN. THIS COMPANY'S CUSTOMER SERVICE IS OVERSEAS MANAGING CREWS HERE. THERE IS NO COMMUNICATION IN REAL TIME AND NO ONE CARES. I SHOULD HAVE KNOWN BETTER AND SAVE MYSELF THE AGGRAVATION. NO WONDER THERE BUSINESS IS DOING SO POORLY.
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Pros:
  • 1-559-270-1394
  • See if this guy can set up his voice mail
Reason of review:
Problem with delivery

Preferred solution: Deliver product or service ordered

Anonymous
map-marker Warner Robins, Georgia

Disgruntled

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Submitted an order for a swing set, trampoline, picnic table and bowling-a-ram for my grands on November 27. All items were to be deliverded by December 3 with the exception of the swing set. It was to be delivered by December 07. Did not happen. In fact, had to reorder the picnic table and the bowl-a-ram. As of December 9, had not heard from the swing set even after having started calling myself on December 4 through the 9th. In fear of not have Christmas for my grands, I asked that the order be cancelled. The order was said to have been cancelled, however, December 17, Sears hit my account for $2018 and yet there is not swingset from them or notice of a swing set in fact the online screen says "processing". Now sears says we will return your money 5 to 7 days from now. Who has $2,018 to be held for 5 to 7 days. Thanks to Sears...no Christmas for me this year. My grandchildren will be disaapointed, Wish someone could help me! None of the numbers listed works. Do not order from sears is my recommendation to everyone. Sears is not what it use to be. Customer Service is no longer an option.
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Loss:
$2070
Cons:
  • Customer service
Reason of review:
Problem with delivery

Preferred solution: Full refund

Anonymous
map-marker Greenbelt, Maryland

Paid for something I did not receive

In November 2015 I ordered a computer and chair.In December 2015, I received the chair but not the computer. I obtained a police report for the computer and forwarded it to Sear's escalation department. Today, I received a response that the vendor denied the claim because the driver confirmed delivery and the GPS ping showed that the driver was at my address. The driver was at my address but he only delivered the chair. I am so frustrated with Sears right now! I now have to pay for merchandise I never received.
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Reason of review:
Order processing issue
1 comment
Dona Yja

No, you do not have to pay for something you never received. Dispute the charge and go from there.

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