Sears Reviews and Complaints

Original review posted by user May 22, 2014

I have ordered shirts that I really liked. I was supposed to receive it yesterday, but all I got is email from UPS that no one was home at the time of delivery and that the package will be redelivered next day. I had logged in to see if the address the delivery was made to was correct, but was unable to find this information. I have been waiting till 2:00, but package never arrived. Once again I had gone to UPS website to see what is going on. From website I have learned that the package was delivered to my old address at 1:50, which is kind of odd since I am sure I gave them my new address. When I called UPS to find out what to do I was told to call Sears to get them to start investigation. I called Sears. After I was finely connected to a live person and explained what happened I was told to go and get my package from the people who signed for it when delivery was made. I had explained that I don't know thous people, that I doubt that they will open the door for me if I come, and if he can't help me I will call my credit card to get refund. As soon as I said that he changed his tone and said he will start investigation and that UPS will keep me updated. I hope the problem will be resolved soon. Update May 22: I called Sears three times today, but the phone keeps disconnecting ( I would hate to think they are hanging up on me.) I will try house phone instead of my cell. On the fourth coll a very pleasant woman picked up the phone. After talking to the management she said I will be refunded in 7 to 10 business days. I just noticed that I have an email from Sears. The good news is I was refunded. The bad new for only one shirt. I had called there again and told that the second shirt will be refunded as well.

I purchased a Samsung Washer from Sears in Bethesda, Maryland, less than one year ago. When I called customer service to report that the interior of the machine melted, they set me up with a repair service call 10 days from the date of my complaint. I explained that the machine would have to be replaced and I could not wait for 10 days for someone to look at the machine and then wait longer for the replacement. We have small children and need a washer. They would not let me speak with a local service person or give me an earlier appointment. Sears does not stand behind its product or provide reasonable service. I will never purchase anything at Sears in the future.

Purchased the tractor on 5/19/14. Brought it home, unloaded from truck, drove 20 feet to garage for gas....tractor would not start again. Called Sears help line...told they could not help us because our purchase would not be entered into their system for 4 (four) days. Local outlet store employees don't answer phone as verified by Sears help-line person. Finally talked with local store employee who went through a couple of steps we had already tried, without success. I told them to pick up tractor and was told they could not pick up for 4 (four) days. We were to leave town before that time. They said someone must be present for them to pick up tractor. Told them that was not possible since we were leaving town and they could pick up tractor or talk with our attorney. Haven't heard back from them.

I purchased a Country Living King size sheet set. The set is not even a year old maybe 6 months. The material is worn thin in one spot on the bottom sheet and you can see in other spots on the bottom sheet where it is thin. I paid 80.00 for the set and expected it the last a lot long the a couple of months. I am or should I say was a very good customer of Sears and have been for many many years. But this is not acceptable. I cant believe you you would sell a product like this to your customers.

I placed an online order and it went through, so they charged my credit card. Few seconds later, I received an e-mail that the item is out of the stock and they have cancelled my order, but they will refund my money within one week. I want to say, that I checked the item again in 10 min and it was online but at higher price. The problem that, it has been 8 weeks now and they have not refund the money or received any letter from them. I totally forgot the event and checking my account, but today it came to my mind and looked back and forth to find the money they charged it was not refunded. I called the customer service, and all they said we apologize, but we will send a request, so you get your money in 1 week! Isn't that fraud? They take your money, they use the cash or interest on it, and they never return it back unless you remember that. So, literally they could have stole my money if I didn't remember after 8 weeks! By the way, it is not the first time they charge credit then they cancel my order, so I'm wondering if I have to go years back to check if they refunded my money!

Purchased a Kenmore refrigerator from Sears in 2013. Ice maker did not work. I called customer service and every tech visit (total of three in a few months time) the tech would say there was nothing wrong with it and that it was me. Sears' response was that this is how the refrigerator was designed and that this was normal. Really? It only makes 6 ice cubes a day. Frustrated to the point that my wife and I were already arguing about the issue. On going joke with friends and family was that when they come to our house, they need to bring their own ice. I was so disappointed with Sears. I can understand that products fail but when they do, you would hope that the company that sold you the product would stand by you and help make the situation right. It didn't seem as if Sears was going to do this so I gave up. In 2014, I decided to file a complaint with the BBB which caught Sears' attention. I think it helped that I emailed their board of directors. This was in April of 2014. Since then there have been several more tech visits and now with calls from their executive office. They now agree and admit that there has always been a problem with this model's ice maker. It appears a service alert has been put in for this model. Finally, validation! It appears it wasn't just my imagination. Wow! Here is what is disappointing: As I have said, the fact that the product failed isn't the issue, it is Sears failure to correct the issue that is truly disappointing and unbelievable. 1) it shouldn't require a service alert to validate a customer's complaint. Even if it is just one customer with only one appliance with an issue, it should be taken seriously and addressed. 2) when they finally admitted there was an issue with the refrigerator, Sears wanted me to pay for the tech visit to fix it because it was beyond the year's warranty. Really? Doesn't the fact that I raised the issue about it multiple times during the first months (within warranty period) and it was Sears that failed to address it properly and timely a factor that should waive the lapse in the warranty period. 3) solutions attempted/proposed: in the last couple of months, there have been several Sears' technicians to my house. First, they glued a piece of plastic to the door since they thought it was hitting the button that tells the ice maker to start making ice (it didn't work), next they sent another tech who said it was the control panel/ice maker unit but he had to order it (another failed attempt), next tech visit the part came in and they put it in (it didn't work), next they said they would order the left door of the refrigerator all together but then they said it is on back order so they have decided to just replace the refrigerator. One would think this is finally Sears doing the right thing but guess what? They won't give me the same refrigerator as a replacement and are in fact allowing me to pick one of a lesser value (I paid approx $1500 for the refrigerator and they are only willing to give me approx $1300). The value of this same refrigerator is more expensive now so if I want it, they want me to pay. Here I am, once a loyal Sears customer. For over a year My household has had to deal with this. We continue to endure the issue and the burden of taking off work / making time to be present for the tech visits (not sure if you counted but I could actually charge Sears rent for the amount of time they had techs at my house). They really know how to lose a loyal customer. It doesn't make sense.