Sears
Reviews and Complaints
Washer Review
Failed Deliveries and Failed Promises
Substandard Cabinets Review
Sears Delivery Solutions should be named Sears Delivery PROBLEMS
Sears outlet Manager screwed us
Sears Stole My Money
After weeks of fighting with CS and "Corporate" they continued telling me they did not take my money. Although, I had a copy of my bank statement in front of me with Sears Holding Corporations name on 3 separate charges. I honestly have never been treated so horribly...
I immediately began calling their CS team. I have now been on the phone with them over SEVEN hours and nothing has been resolved. I have been shouted at, talked down to, treated rudely, lied to and hung up on. I have been told several different things from them such as they have no record of any other charges, they can't do anything to help me, I was told by one supervisor that she was the owner of Sears and so there was no one above her who could help me with this problem!
I was initially told that it would take 24-48 hours and I would get my money back. It has now been 46 hours and I was just informed it would be another 48 before they could even look into the issue. I am so beyond infuriated I cannot even begin to explain! I had been waiting for a sale that was going on this weekend to buy my daughter's Christmas gifts.
Now, I do not have the money to do this and when/if I ever do get my money back the sale will be long over and I won't have the money to buy at full price. I will be contacting my attorney immediately.
Congratulations Sears, you have officially ruined a little girls Christmas. SEARS STOLE MY MONEY AND WILL NOT RETURN IT!
Failed Delivery twice and still no appliances delivered
Hostile abusive work environment, bullies employees and women, disturbed people there
Kenmore Model 255.1970**** DO NOT BUY
I just copy an pasted someone else's review. Personally I lost $300 in food as well. Other are complaining I saw online too.
I bought a Kenmore 5.1 cu ft chest freezer (Kenmore Model 255.1970****) in September of 2011.This past week the freezer died suddenly.
I called Sears and was conveniently told my one year warranty was over. I got the run around from customer service and was given different numbers to call. Sears and Kenmore continue to sell these freezers even though a lot of customers have documented complaints online. There is also an energy rebate claim on this freezer because they are not as efficient as advertized.
I am not happy with sears or kenmore and I really do want my money back.Please save yourself the trouble and the money-STAY AWAY from this brand- stay away from Sears/Kenmore products!! 1d1871c
Sears unable to deliver treadmill
I purchased a Sole F80 from Sears over a week ago with delivery and set-up. Treadmill delivery was delayed because of weather.
Delivery was rescheduled for Friday. When the treadmill arrived, it was damaged in the box. Delivery team recommended returning to sears and having a replacement sent. I called immediately and rescheduled delivery.
When I rescheduled I told the customer service rep that this was a clearance item and I was concerned about how many more would be available (it was the last one in the box in the store). She ("Donna") said that she would have one shipped from the warehouse. I asked if she was sure and she said "don't worry". Friday night we received a call from a customer service rep confirming that the treadmill I ordered would be delivered on Monday.
Sunday night we received the automated message scheduling the time of our delivery (3-5pm) and planned our day to be available at that time. At a little after 7 am Monday morning we got an automated message stating that our delivery had been delayed. When I called the customer service number I was told I needed to call the store and confirm they had the correct item for delivery. I called the store when it opened and was told they had no more treadmills of the type I ordered and none were available in nearby warehouses.
My choices were to accept the damaged product (assuming it could be found in the warehouse as it was not currently at the store) and order replacement parts from the manufacturer, which could take weeks, or select a new treadmill. Neither is an acceptable choice to me. I should not have to accept a damaged product. I chose this treadmill because it met my specific needs.
These treadmills are still being manufactured by sole. Sears should arrange for a new treadmill to be delivered from the manufacturer if they do not have them in stock themselves.
I have spoken with no fewer than 5 sears representatives, scheduled delivery 3 times (arranging our schedule each time to be available for delivery), made multiple phone calls and spent a large amount of my time dealing with this, and am still without a treadmill or any foreseeable option to get the undamaged, working treadmill that was sold to me.
Sears Outlet in Brooksville failed to deliver appliances and lied about it
Purchased a refrigerator and stove from newly opened Sears Outlet in Brooksville, Fl. Manager Patrick recommended I have merchandise delivered to my home. On Tuesday evening delivery company called to confirm delivery for Wednesday between 2:30 P.M. and 4:30 P.M.
On Wednesday, I moved out my old refrigerator and stove anticipating my new appliances would arrive later in the day. At 5:20 P.M. I started to get concerned so I phoned Sears Outlet and spoke with Chris who said he would call delivery company. Delivery company told him delivery would be made at 5:22 P.M. After another hour with no appliances my wife called and spoke with Chris who said he would call delivery company again and would call us back. Well we are still waiting for Chris to call us back - when we called the store we found out that Chris had gone home for the evening. Needless to say we never received our appliances. By the way another brain surgeon named Pete from Sears Outlet whom my wife spoke with made up more lies and even said that the delivery company delivers in our area on a different day. Do yourself a favor and avoid SEARS OUTLET (they are very unorganized) in Brooksville and purchase your appliances from BEST BUY, HH GREGG or any other dealer.
R. Caraluzzo
Homosassa, FL
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Verified Reviewer | Savannah, GeorgiaOnly received partial shipment
Sears Marketplace Provides Little Protection to Buyers
I disputed a software purchase from Sears Marketplace seller, EWPLUSOFT, when the shipped item didn't match the description on Sears Marketplace, AND when I made at least a dozen attempts to resolve the matter with the seller.
I called the 1-800 number for the Sears Marketplace, sent an e-mail to a Sears representative listed on one of the complaint websites, opened a case with their blue ribbon department at their corporate headquarters, contacted Microsoft about the licensing issues described below, and even filed a complaint with the Better Business Bureau. However, Sears offered no remedy for my purchase of a Microsoft Office Professional 2010 from their marketplace seller (citing their no return policy for the Sears Marketplace).
Sears consistently stood up for their seller throughout this dispute process, and even prevented me from posting feedback on their website warning other potential buyers to be careful with their purchases from this seller.
Here is the essence of my complaint with this purchase, EWPLUSOFT, and Sears Marketplace:
- The description on Sears Marketplace was for a disc with the "Microsoft Office 2010 Professional Retail Full Version." The advertisement didn't explicitly state valid license code but this is in fact an obvious requirement of this transaction.
- The seller shipped me a disc with Microsoft Professional Office Plus 2010 rather than the retail version of the Microsoft Office Professional 2010. The Pro Plus version is a volume licensed product that is only sold in volume to businesses or academic institutions that have an agreement with Microsoft. An employee of these businesses and institutions can then purchase a copy of Pro Plus through the Home Use Program. However, a retail buyer CANNOT legitimately acquire this software through consumer retailers (including Sears Marketplace sellers). Why is this seller shipping a volume licensing product to end consumers?
- The plastic container with the Microsoft Office Professional Plus 2010 was obviously opened (presumably to remove the original product key). The seal across the two sides of the plastic case was detached on one side so the seal wouldn't break when the plastic case was opened. I couldn't even get the seal to affix to the one side after applying ample pressure on the seal. Why would the seal not stick to only one side if this is a legitimate retail version of Microsoft Office?
- The product key in the plastic case was invalid. Microsoft stated that the product key could only be activated by a software developer with a current developer's subscription with Microsoft. Why would a consumer encounter this issue with a legitimate retail copy of Microsoft Office?
- The seller repeatedly wanted to substitute a download for the retail disc version, and to replace the product key with another product key from an unknown origin where they "had to pay extra for the license code." This license wasn’t authenticated by a Microsoft product key label and was simply provided in an e-mail. Why would a legitimate seller need to pay extra for a valid product key if they are indeed selling legitimate copies of Microsoft Office?
- The seller indicated that the Microsoft Office download didn't require a Microsoft Office product key. I purchased more than a dozen different software packages from Microsoft, and Microsoft in every instance required a license code to load and use their software. Why would Microsoft allow a merchant to sell copies of Microsoft Office 2010 without a authentic product keys?
- The language on the slip with the product key was primarily in a far eastern language (presumably in Chinese) rather than in English. I found exact matches for layout and content of this slip on websites showing pirated and fraudulent software. Why would the slip with the product key primarily be in a far eastern language when I was buying the retail version of the software in the United States?
I honestly thought that the Sears name meant something, and that I was ok buying this item through their Sears Marketplace. However, Sears will likely continue to die a slow death and the Sears Marketplace will only accelerate this process.
Please be careful in any dealings with Sears and particularly with their Sears Marketplace. Additionally, please employ your credit card protections, and dispute these kinds of transactions through your credit card company.
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Verified Reviewer | Toronto, OntarioService agreements and broken fridge
To Whomever It May Concern
I am writing in regards to a side-by-side stainless steel Sears Kenmore refrigerator (serial #4a6151**** model # 97044****) with ice and water. The unit was purchased new for app $1630 app 6-1/2 – 7 years ago. The unit has served us well until recently.
The sales department at Sears called us to sell us the Sears Protection plan on our purchase of a washer and dryer. They also stated that we had other appliances from Sears and they would also like to provide coverage to those additional appliances. I ended up purchasing the Sears protection Plan for my microwave, washer/ dryer, and refrigerator for over $300. In the past the Sears protection plan has served us well, when it was required.
The refrigerator in question started to get warm and eventually shutdown app 8 weeks ago. We called Sears and a Technician came out to the house and repaired a small leak and refilled the gas. Problem Solved, or so we though. The refrigerator died again on Sept 11, and another Technician came out the next day and said that parts needed to be ordered. The Tech came back on Sept 18, and told my wife that the fridge was not repairable.
I received a phone call on September 19th from a lady by the name of “Nan” who offered me $550. I told her that I wanted to speak to her Manager. I spoke John Jhaleb who said that refrigerators have a 10 year life and he was going to depreciate the fridge by 10% per year. I asked if Sears was going to start selling units with a sticker stating ” guaranteed to last 10 years”? To me that was absurd. I stated that nowhere in the service agreement did it say that refrigerators have a 10 year life and there was nothing in regards to depreciation. I was also told that the lemon policy did not apply since I only had 2 repair and not the 3 repairs required to qualify for the lemon clause. I agreed with John in regards to the Lemon Clause.
Lemon Clause
4. NO LEMON COVERAGE:
If we repair your Covered Product three times during any continuous 12-month period and the Covered Product then requires a subsequent repair during the same 12-month period (as verified by our authorized service centre), we will, at our discretion and subject to the terms of the Protection Agreement, (i) replace the Covered Product with a new or refurbished product of similar features and functionality (though not necessarily the same brand); or (ii) issue a store credit for the current replacement value of the Covered Product, not to exceed the original purchase price. You must return the Covered Product to us in order to qualify for this No Lemon coverage. For the purpose of this provision, one repair occurs when one service request is fulfilled requiring the repair or replacement of functional parts, but shall not include product diagnosis, customer instruction, repair or replacement of accessory, cosmetic, or non-functional parts, or any repair covered under a manufacturer’s product recall. The Protection Agreement will immediately be deemed fulfilled and will end on the date of replacement under this provision.
I told John that I wanted a replacement unit or a store credit for the current replacement value. This was according to section 8 as follows:
8. PRODUCT REPLACEMENT:
At our option, we may replace your Covered Product with a new or refurbished product with similar features and functionality (though not necessarily the same brand) or we may issue a store credit for the current replacement value, not to exceed the original purchase price. Technological advancements may result in a replacement product with a lower selling price than the Covered Product. If we replace the Covered Product after expiry of the manufacturer’s warranty and during the Agreement Term, then our obligations under the Protection Agreement will immediately be deemed fulfilled and the Protection Agreement will end on the date of replacement.
Nowhere in the above does it state that Sears will deduct any money for depreciation. And nowhere does it state that there will be a negotiation on the payout amount. It is clear from the agreement that I will get a new or refurbished unit with similar features or current replacement value not to exceed original purchase price.
I called the Presidents Line and was transferred to another lady by the name of “Lev” in customer service. She listened to me and agreed on the points I raised. She said that she would have to call the original department that I spoke to and discuss the issue with them. She stated that Sears was willing to offer $800, and said that I should be able to buy a comparable unit at Sears for that amount. I disagreed with her, and stated that she can have the buyout department purchase the fridge for that amount and have it delivered to my house. Replacement Unit are closer to the Initial price of app $1630 that I paid 7 years ago.
I am asking that Sears honour the terms of Sears protection agreement and send me either a replacement unit with the same features or give me a credit for my full purchase price so that I may go and purchase another unit from Sears.
I am thoroughly disturbed by the run around from Sears customer service. All my appliances are from Sears, and all my extended family has also bought appliances from Sears. I am expecting that Sears will honour the Service agreement and provide full credit to purchase a new fridge and to also compensate for the extensive food loss. I can be contacted at : **************************
Sincerely,
Kenmore Refrigerator - Big piece of junk
Letter to Mr. Lampert:
FROM:
RE: Case #: 157****, Dispute Claim #: 196****, New Case #: 307****
TO:
Dear Mr.
Lampert,
( shc@***.sears.com ) I have been told to contact you by your Customer Solutions Center as they have informed me, there is nothing else they can do. This is...
HELLO RMS DISPUTE REPS - please review this entire thread from the bottom up. Note that the original problem that was the start of this thread, was taken care of by Sears.
The issue you are investigating is in regards to the glass that broke afterwards and the promise m...
Customer Solutions, Melissa, said there is nothing they can do other than me writing a letter to the Head Office and contacting Mr. Eddie Lambert - position - CEO - main complaints go to him. Address
3333 Beverly Road
Hoffman Estates Illinois 61079
This has become a he sa...
OMG would you believe it?! - I just received yesterday, 12/22, a collection letter from RMS - Receivable Management Services.
This is 1 year later after I spoke with someone that claimed they would take care of the issue.
Called and spoke with Mellisa. She just told me...
Might as well update this since I am here - I have never heard anything back from the last update. They must have realized they screwed up and just closed it.
Well, surprise, surprise - I knew it was too good to be true. 2 months later I receive an invoice for $128.
The part $40 and the service $78 - to install the part. Mind you - I received the part in the mail as the rep "Renee" stated I would, but no one from Sears ever...
Though my problem has been resolved, a friend of mine just purchased a Kenmore refrigerator from Sears ... and ...
the deli draw compartment broke the next day after it was delivered. They returned it and bought a GE.
Stay away from Kenmore. Even though their customer...
So - instead of calling "Brian" back who would no longer return my calls and who had closed the case and washed his hands of it (so it appeared) - I called the main number - and navigated the phone system until I got an operator. Pressing 0 the first time did not work,...
As I changed the bottom tray part, the glass shattered. I am not sure why that happened, I did not put any unusual or strong pressure on it.
I just started to disconnected the metal bracket from underneath and then BOOM!
glass everywhere. I contacted the corp executive...
All I can say is THANK YOU Sears! Problem solved.
However, first I must acknowledge pissedconsumer.com, if it wasn't for this site, Sears would have not responded as such. Remember I did register a complaint over a year ago through a normal email and phone call, as per...
Sears scheduled a technician to come out free of charge - got an estimate of what was needed - a total $507 was diagnosed for the parts and repair. - $305 parts and $200 labor (to put the draws in the refrigerator, can you believe it?) - waiting on the rep to get back...
Here is the email I sent to Liz in response to her comments on this complaint:
Hello - To whom this may concern,
Liz R., Social Media Moderator from Sears Social Media Support contacted me (via the comments section on Pissed Customer) in regards to:...
So far - I received 2 phone calls from their Executive office. This is a very good sign.
(1) To acknowledge that they saw my posting on this site, apologize for not being able to do anything the first time as well as to open a case to log the complaint. (2) They are...
Bottom line, never buy Kenmore - they are poorly made products.
To whom this may concern. Please understand that I am not sending this info to you to rant, I am sending it to you with hopes you will improve your quality of product and that you will accommodate my problem to some degree.
Can you please forward this to the appropriate individual who can handle such requests as this? It would be greatly appreciated.
I am sorry to say, however every time I go into the kitchen, I am reminded of the mistake I made purchasing this product from Sears. I am completely dissatisfied with my Kenmore Elite refrigerator - Model 795.755**** serial - 507kr00562 - we had it for over 6 years so far and within the first month something went wrong with it - the door latches busted - we had it fixed under sears warranty at the time - TWICE. Since then this thing has been nothing but a piece of junk when
it comes to the finish on the outside and inside parts, except for the compressor - thank goodness). The crisper bins busted, the crisper bin draw sliders busted, the buttons to unlock the bins busted, the front crisper storage covers busted, the center tray cover and draw busted - the freezer rack falls off all the time - the bottom draw never closes correctly - and if it is left open accidentally (which is not always easy to tell) the reminder alarm does not always beep - the water spot gets gummed up often with black stuff (either charcoal or mold), the fake stainless steel finish dents very easily. The main reason we bought the unit was because of the finish that the sales rep sold us
on. That was a huge mistake. I have a real stainless GE Dish Washer and Microwave and Stove and that thing takes a significant amount of pressure to leave a mark.
As it stands I will never buy another Kenmore appliance due to this experience.
I feel a fair resolution to this issue is to send me replacement parts for the crisper bins, covers and draws. Under normal circumstances I would have purchased over time, but due to the age of the equipment and the consistency at which it breaks - I refuse to sink any more money into this poorly produced product.
Here is there response:
Thank you for contacting Sears/Kmart. We appreciate hearing from you.
We understand your concern regarding your case#606****. Upon
reviewing your case, your refrigerator does not qualify for a replacement outside your warranty. We understand you were having an issue with your refrigerator from the beginning, however I was not able to pull any service order for your refrigerator. It is understandable you do not wish to pay extra cost to have the unit repair. The only thing we can
offer is to offer you a 10% discount toward a new purchase for your refrigerator.
If you wish to accept this offer, please respond to this e-mail.
Once again, we apologize for the inconvenience. We value your
relationship with Sears/Kmart and hope that you will continue to make Sears/Kmart your choice for quality and value. We appreciate your business and look forward to assisting you in the future.
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Anonymous,
We thank you for bringing this matter to our attention. My name is Liz and I am a member of the Sears Cares Escalations team.
We certainly can see why you are so frustrated and upset over what has occurred with your dryer purchase. We would be happy to connect you with one of our dedicated case managers to contact you and address your concerns.
Please send the following information – contact #, screen name (Anonymous472848), phone # used at time of purchase to smadvisor@searshc.com. Again, we apologize for the inconvenience we have caused you and look forward to speaking with you.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support