Anonymous
map-marker Newburgh, New York

Kenmore elite refrigerator from Sears in 2001

I had the refrigerator two and one half years when the condenser had to be replace. It worked for eight months when it stopped working and it was replaced again for the second time, this was April 2015. It is now November 15 2015. Seven parts have been replaced including two compressors and my refrigerator is still not working. I can go on with the bad experience I had with Sears tech put it will be too long. Bottom line is this , I will never ever buy any appliance from Sears nor thrust them or their sub tech company A&E . The worst company to deal with in the NY Hudson region . G.Lau
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Reason of review:
Damaged or defective
Anonymous
map-marker Tempe, Arizona

Sears is not what it use ti be!

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I also received the same treatment. Wsas to receive a grill they had told me earlier in the day my grill would arrive between 10 AM and 12 noon at 1231 PM I called sears was on hold 22 mins to be told the grill was out of stock asked to speak to a manager was on hold for another 10 mins and told a manager was unavailable a customer service rep would call me in 48-72 hrs. I said no I want a manager now was put on hold 27 mins longer for the same woman to come on the line posing as a manager when I called her on it she stared to stutter claiming she was the closes there was to a manager and hung up the phone on me.
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Loss:
$700
Pros:
  • I will like it when they are out of business
  • Sale personal in store
  • Instore sales person
Cons:
  • Phone customer service
  • Lies
Reason of review:
Problem with delivery and worse customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Toledo, Ohio

Return Policy

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A 30 day return policy has just been implemented by Sears. I wanted to purchase a piece of clothing for a Christmas gift for a grandchild and when asked for a gift receipt was told that it had to be returned within 30 days from date of purchase. I told her that Christmas was 2 months away and that I could not guarantee that she would like the item so if it could not be returned then I would just not purchase it. I called customer service and was told this is the policy. I told them I would never purchase anything from a Sears store again or go to one in the future and she should pass that on to her manager!
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Reason of review:
return policy
Anonymous
map-marker Sunnyvale, California

Sears Online Order Review

Never never ever shop online and return the item for any reason, they have such *** customer service you will never get your refund ever again.
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Reason of review:
Problems with payment
Anonymous
map-marker Waldorf, Maryland

Sears bait & switch on-line sales

I ordered & paid up front for a set of Hankook Dynapro AT-M 265/75-16 light truck tires last week, but Sears refused to install them. Even though Hankook clearly says that these tires are designed to fit 7" to 9" wide rims, Sears Auto in Waldorf MD claimed that they couldn't fit them on my "too wide" standard 8" Dodge truck rims. Instead they coerced me into buying a set of cheaper made-in-Mexico version General Grabber HTS tires for a higher price and under duress, after having already pulled my old tires off and threating me with a 15% restocking fee. Buyer beware: Don't order anything on-line from Sears.
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Reason of review:
Pricing issue
Hani Yyz
map-marker Myrtle Beach, South Carolina

On-Line order

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Ordered a patio set from sears on 8/1 delivered 8/10 sets had defects, they would not put back on truck, they called manager, would sent another set and pick up 1st set. 8/13 1st set is rusting so I called cancelled the new order and ask to have set picked up.Told I would be called with a pick-up date, called numerous times, by 8/31 I told them the set needed to be picked up asap or it would be put in trash since I now have had it for 3 weeks. Someone did call me on 9/1 set would be picked up 9/5. I called on 9/4 re-assured and confirmed pick up 9/5 with a 2 hour window. I called 9:45pm since I never heard from Sears. I have made at least 6 calls to 1-80*-732-****, the are routed calls to a foreign country, since this was a online order. Never got to speak to someone in the USA even though I requested it. I spent no less than 25min.each time and over 43mins on 9/5. I finally hung up, because I listened to music for straight 20 mins. I will be cancelling and cutting up my Sears credit cards and never do business with them again.
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Loss:
$587
Reason of review:
Poor customer service

Preferred solution: Customer service should be in the USA

1 comment
Guest

it was on my American Express they disputed it and the charge was removed. Made 2 appointments for pick-up they never showed up so I finally gave the set away

Anonymous
map-marker Murrieta, California

Refrigerator Review

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Worst customer service. I would never buy anything from there.
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Reason of review:
Poor customer service
Anonymous
map-marker Sunnyvale, California

Other Product Review

Sears customer service are sucks!
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Reason of review:
Poor customer service
Anonymous
map-marker Naples, Florida

WHY SEARS IS DYING

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AUGUST 17: Refrigerator dies. Make appt. for repair. (Philippines?) call center says a guy will arrive in 3 days. 20th comes and goes w/o even a call. I protest. (Panama?) call center says there's no record of me asking for service. After several days of trying to solve the issue myself I reschedule for the 27th. Sears guy wants too much $$ so I buy a new Fridge online with his coupon. Sears takes my $$ the next day. NOW THE FUN BEGINS. Can deliver in 1 week, 9/3. I take day off. No delivery. (Jamaica?) call center says the delivery was for 9/4 not 9/3!! Another lie. No choice, Friday comes. I wait. 30 mins. before scheduled delivery window, Sears calls and says Warehouse hasn't shipped the unit and new delivery will be in 1 week!! I go to local Sears store to plead my case because you cannot find a # to complain on their website. He gives me a Customer Resolution phone #. They promise to have fridge out on the 10th, 6 more days! The day finally arrives. 15 mins. before delivery, the guy calls and says the unit does not have the ice machine installed and I'll have to reschedule. Called LOWE'S. Ordered a fridge on Friday, was delivered on Monday a.m. for $150 cheaper than Sears.
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Loss:
$150
Cons:
  • Delivery is terrible
Reason of review:
Problem with delivery
2 comments
Guest

Sounds like you just don't like non-Americans, you *** racist.

Guest

EXACTLY !!! business circa 1950.

They are INCOMPETENT. I had exactly the same experience.. and now have no refrigerator, and no refund.

PEOPLE BE WARNED !!! DON'T SHOP AT SEARS.

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Anonymous
map-marker Marietta, Georgia

Service?

I just returned from an unsuccessful trip to my local Sears at Cumberland Mall in Atlant, GA. I was in search of some slacks for work. I was able to find a couple of pair that I liked in my size and tried them on. I was very satisfied with the fit an went to the checkout line. There was already a customer being checked out so I waited. And waited. It seems that the customer before me had some kind of coupon for a discount but your computers weren't recognizing it. She scanned and scanned and tried inputting the numbers manually but the system just wasn't having it. Finally she called in a supervisor to have a look. By now there was another potential customer waiting in line. The supervisor scanned the coupon and nothing happened. Scanned it again, nothing happened. Input the numbers manually, nothing happened. This brings to mind the old saying that madness is doing the same thing over and over and expecting a different outcome. Finally, the supervisor gave up, looked at the two customers waiting in line to be checked out and walked away! The staff member left at the register continued the same thing she had been trying, occasionally looking over at the growing line that now had five people in it. Needless to say, people were not pleased. We all stayed calm about it but comments were definitely made. Nobody blamed the staff member who was trying to wait on the first customer but they had no kind words for management, especially the supervisor that walked away. Finally, the clerk looked at the people in line and said that she could help anyone that was paying with cash. I walked up to the counter, put the merchandise on the counter and told her that she had some more merchandise to put away. Maybe I was a bit impatient. I ONLY waited 10 minutes. But I remember when the staff waited on the customers instead of the customers waiting on the staff. I just placed my order with Amazon. I bet I get my pants faster than if I'd waited on Sears.
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Cons:
  • Lack of service
Reason of review:
Poor customer service
Laverda Pwk

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Verified Reviewer
| map-marker Bear, Delaware

Pissed unbelievable

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I have purchased sears items for over 35 years. the new washer I have is a piece of ***. Kenmore Front load new it has been totally overhauled and repaired at least 6 times in 1 1/2 year. But what takes the cake is it stopped working and I scheduled an appointment three weeks ago, first tech on Saturday this Saturday 5th today they blow up my phone and email saying we need to speak with you regarding your washer parts to see if you have received them. I call and the representative said we are not calling you about your parts, we wanted to tell you your appointment Saturday is cancelled and hung up. I have been without a washer for three weeks and have a three year extended maintenance agreement and can't get service. Sears never used to be like this, I worked for them for years. will never buy another item from sears and will tell everyone I know about their service anymore it's horrible. I have a washer front load I have had for 1 year and my washer is not working . How do you let three weeks pass and then tell someone you are cancelling the appointment and my washer and clothes are not as important as someone elses. I will need to look up my maintenance agreement and see if an attorney can find something in there that we can maybe sue for. Sears sucks.
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Loss:
$600
Reason of review:
Poor customer service

Preferred solution: A new washer

Anonymous
map-marker Stockton, California

Where is my fridge???

We purchased a very expensive fridge on October 19th and the store said that it would deliver by the 21st. The fridge did not show up because of a broken delivery truck, then it was promised on the 23rd Friday. Again, the fridge was not delivered because the delivery guys could not find the address. They did not call any of the numbers that were on file nor read the directions. In the directions they were told that it was a cul de sac and if they were to get lost, they should call. No phone calls were made to the numbers. My husband went to the store Friday afternoon because we needed the fridge for an event we are having today, Saturday and they said they would deliver it first thing in the morning. My husband called 40 minutes ago to check the status because we had a feeling something happened and the automated machine said that we would not get the fridge until Sunday. We needed that fridge today not tomorrow. We will be going to the store first thing tomorrow morning for a full refund. We no longer want that fridge from Sears. You guys should change your delivery people because they suck!
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Loss:
$3500
Pros:
  • Person who sold the fridge
Reason of review:
Problem with delivery

Preferred solution: Full refund

Anonymous
map-marker Fort Myers, Florida

Poor unreliable service

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Our riding lawn mower broke down. We have extended warranty on it. When we called about it, we were told they would send the part and when it arrived call to schedule an appointment. Two weeks passed and the part arrived. They set us up,for an appointment for today between 8 and 5. They called yesterday to remind us to make sure someone was home. They called again this morning reminding us. We waited all day for someone to come by. At 4:30 the phone rings, I thought it was the repair person telling us he was on the way. Instead it was a recoding saying call their number as there was a scheduling error and they were not coming. I called the number and after waiting 5 minutes on hold, I explained my problem and that I was upset about waiting all day. If there was a problem why had they called me twice to make sure someone would be here. They told me they had to transfer me to a different person. Again I was put on hold. After explains for the second time what I needed Joseph told me the earliest appointment would be October 22, another 3 weeks wait. I told him it was not acceptable. According to him that was all he could do. I am upset to say the least. 6 weeks is too long of a time to wait for a repair. I bet if we called for a service call and did not have the extended warrantee they could get it done sooner. I will never shop at Sears again.
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Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

Anonymous
map-marker Omaha, Nebraska

Kenmore elite double oven

I brought a Kenmore elite double ven in AUgust of this year and it continuously burns my food in the bake mode. I have set the temp at 350 and 325 and placed the items on the second shelf and everything from cakes, biscuits, and roasts burn on top and are not cooked in the middle. A couple of weeks ago my food actually caught on fire and the oven after 10 mins at 350. the cake on top caught fire and the oven stayed on I put the fire out and the repair man came today. He said that the relays in the oven are working, We are not satisfied with this it is dangerous and we are not sure what to do I have followed the instructions from the manual to the tee, and still I cannot bake in this ovn it burns every item on top and and actually causes a fire. Please help
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Reason of review:
Bad quality
1 comment
Dona Yja

Buy an oven thermometer at most any store and then turn the oven on, set the temp for 350, wait till it beeps that it is at 350 and see what the oven thermometer reads as the temp. A variance of 10 or so degrees is normal as these oven thermometers are not precise.

If the oven, as you suspect is way over 350, you have identified the problem. Have the repairman proceed from there. I am surprised, tho that the guy didn't check this out while he was there. It should still be under warranty, so demand Sears fix it or give you a new one.

Good luck. And, of course you know Sears is no longer the Sears, Roebuck & Co. we all grew up with, don't you?

Best to not buy appliances from them anymore. Good luck.

Ajay N Yyj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Newark, California

Bad customer service by store manager

We have bought thousands of dollars stuff from sears. Last we bought cover for back yard furniture. It said on the box 2 year warranty. Less than two months it was ripped by the wind the material was real bad. We took back to the store. The guy at the cash register was nice and try to return it but he could not. So he call his manager. The manager came down and just flatly said he can not do anything we have to take this with the manufacturer. My wife told him sears also should be responsible for selling bad product. He was an ***.... said I do not want to serve you leave my store. We asked his name he refuse to give his name. He is looser fat *** bold guy. I left the product and told him to keep it. He is at Sears Newark, CA which is in New Park mall. We decided not to shop at sears.
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Cons:
  • Lack of customer service
Reason of review:
Bad quality
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