Sears Reviews and Complaints
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Sears - Very Poor Customer Service at the Highest Levels of Management/Board Members
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.
Sears in Newport, Oregon - "Service Center"? A joke...
Our lawnmower has been returned to SEARS three times in less than a year; we have used the lawnmower less than 20 times. The first time (after six uses) they charged me for a new battery and clutch assembly. The second time (within six weeks) it went back; this time they kept it 6 weeks and replaced the entire wiring assembly. It was returned in December long after mowing season was over; I tried to start it in April and had to return it for the same problem. Now they told me they have to charge me for a tune up? The lawnmower should last more than 15 uses before a tune up. The turn around time fr the "service department" is ridiculous; at this rate, my Extended Service Contract which I paid extra for will expire before I use the machine 25 times. I can't exercise the "No Lemon Clause" in the contract because it states the machine has to be repaired four times for the same issue within twelve months and for some reason, the "service department" keeps my machine for weeks on end. When I told the "service rep" I refuse to pay for a tune up, he hung up on me.
Sears online out right lies
On 5/9/14 I was curious about a bedframe and mattress but with my work schedule I would need to schedule a delivery date. I asked via chat a sears rep if I could schedule a delivery date, he said yes no problem within a 2 month window I could pick a date. So I place my order, right away it said the packages would arrive between this date and this date. I inquired about selecting a delivery date and they said that was not possible. So I immediately within minutes wanted to cancel the order. They told me it would take 3 to 5 days to cancel. odd how it takes a second to take my money but 3 to 5 days to give it back. on 5/12/14 I received an email saying we are sorry but because your item was already shipped. then on 5/13/14 received an email stating my item was shipped A DAY AFTER they said they could not cancel it because it was shipped already. Sears online was one lie after another to scam a buyer into buying something and to make sure it could not be returned once you realize you were lied too.
With Official Company Response
Sears in Missoula, Montana - Tried to call my local store... impossible.
I wanted to save myself the time of driving all the way over to Sears to see if they have a part, so I picked up the phone to call them. I ended up at the "call center" where they were completely unhelpful. They said I needed a model number of the part I wanted... isn't that what you're supposed to be for? If I knew the model I wouldn't have called to get help finding it. The phone system is simply terrible. You have to wade through endless menus and that voice recognition software that we all know and hate.
Sears in Riverside, California - False Information from Customer Representative
I called Sear's customer service and spent about 30 minutes talking to a representative before purchasing 2 Wii U Deluxe Bundles. I clearly asked the representative every possible question about the price matching policy - especially when I'm trying to price match online Sears with another Sears store. The representative told me that if I have a copy of the receipt of the Wii U for a lower price, I can bring my Wii U in for a price match/refund in differences. That's what I did and I was rejected by 2 local Sears in Riverside,CA. Both the representatives at the two stores told me that the person I spoke on the phone with didn't know what she was talking about. I felt like I was wrongly induced into buying the products. I ended up return both Wii U Bundles to the local Sears and I will never do business with Sears ever again. To conclude, I did not lose any money; however, the time and effort that I wasted really made me angry.
Sears in Bloomington, Illinois - Broken Microwave, Broken Promise
I purchase a microwave from the outlet store in Nashville. They said the microwave was working fine but had two dents. I took it home and installed it. I noticed right away that it took a very long time to heat up food. I had purchased the warranty so I called to have a technician come out and look at it. They sent a technician out who proceeded to tell me that there was nothing wrong with the unit. I showed him that it took over 8 minutes to cook a bag of microwave popcorn. He told me he couldn’t do anything. I continued to use the microwave and it eventually stopped heating all together. I called Sears again and they set up a second appointment. Well, the day came and went but not technician showed up. I called back and they apologized and said they would reschedule. It was 2 weeks before I could make another appointment. The second appointment came and went with another no show. I called back and was very angry. The person at the call center asked me if I had received the parts yet. I explained that no technician had been to my house to even look at the unit. She said that they had cancelled the appointment because the parts were on back order and that someone should have contacted me to reschedule. She said to call back when the parts arrived. Another 1.5 weeks passed and the parts finally arrived. By this time someone from their executive response team had been in touch with me to ensure that the issue was handled. I called them back and set another appointment because the parts were finally in. Surprise, they were a no show for a third time in a row. I called back and demanded a refund as I could not wait for them to figure things out any more. They refused to refund the money and told me that I would have to file suit against them to get it. I went yesterday and filed a complaint in General Sessions Court, so we will see what a local judge says. I am a single father with sole custody of 3 children, one who is in treatment for a brain tumor. I working microwave is a necessity, but they just don’t care. Avoid Sears and their joke of a warranty at all costs.
Sears in Temecula, California - Refund......
had a damage micorwave. had it return to the store said i would be getting a refund check in the mail in 7 10 days ... had to waste time call sears got the run around..had to drive up there several this went on for 3 weeks ..then found out they never sent the check bad service treat u like after they get your money ..went to the store one last time..was made to wait an hour...did get my refund...people were rude...temecula store.. sears..temecula california ..please avoid this store at all cost... and then only give me back 216.00 instead of 247.00 after all this time..terrible service ...from the manager to the salespeople...
With Official Company Response
Sears in Chatsworth, California - Horrible First (and Last) Experience
Patronizing this Third Party Vendor as well as Sears is by far the most infuriating experience I have ever encountered with merchants. I now know why Sears and its subsidiaries are plagued with so many financial woes- they insensitively mistreat their customers to the point that very few continue to do business with them. In my recent (and only) experience, I have been troubled time after time by their lack of business savvy, professionalism, and incompetence.To have the first item delivered be the wrong item and then the second item delivered to the wrong person/address speaks to why I am poorly rating these companies. Now the item is out of stock and neither merchants had any regard to my financial loss due to the other items I purchased to accompany this set that cannot be returned. Thus, I give them both a poor rating and would give them a negative rating if possible. I am currently in the process of taking action to be compensated for their their misfeasance, but thought is wise to advise others to avoid conducing business with either Sears or their Third Party Vendor, ErgodE.
With Official Company Response
SEARS Auto REFUSES to Honor Tire Warranty
I experienced the exact same service as many others from Sears Auto. The Sears Auto Sales reps at 1178 El Camino Real, San Bruno, CA 94066 refused to even inspect my tire and immediately began berating my knowledge of the warranty. Both Raymond and Rick used bullying and intimidation tactics to prevent people from reporting tire defects. They lied and told me it was not SEARS problem. Then they said it was MY FAULT for not having them rotated at SEARS. I spent over $1,000 on 4 tires and in 2yrs, they shredded. When they sold me the tires, the sales rep re-assured me on the great warranty protection and excellent customer service. However, when I came in today to have my tires replaced under the warranty, not only was RICK a *** but he continued his verbal abuse towards other customers who also brought their car in for warranty redemption. The 1st thing Rick said to my face was, "DID YOU READ THE WARRANTY because if you READ the WARRANTY you'll understand this is NOT SEARS PROBLEM?" Why would you even ask me if I read the warranty instead of investigating and checking the car first? What if I wasn't a native speaker or couldn't quite understand the "fine print" on the back of the warranty? Is this a justification to berate CUSTOMERS who ask for tire replacement assistance? In the end, they refused to do anything! BUYER BEWARE!
Sears - Last Sep of 2013, Hamlet bought was not complete. March 2014 collapsed.
After three shipments finally had a complete package. Assembled exactly as instructed. ( felt good at that point ) March 2014 roof collapsed. Called store was told to call Arrow. Called Arrow was told it was " Act of God ". WOW, since I am Unitarian and really do not judge if God " Acts ". The shed is not made to hold snow at all, maybe an inch but not for Minnesota or any place where the snow stays on the roof for an extended period of time. Do Not buy Arrow if you live north of the Mason Dixie Line or south either for that matter.
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