Sears
Reviews and Complaints
www.sears.com
kdeducator M
Cleveland, Ohio
Assembler never showed for exercise bike
I paid $99.99 for assembly for a Schwinn recumbent exercise bike. Assembly was scheduled for Wednesday. I called on Tuesday for a time, but Sears said the assembler would call in the morning between 8-9:30 with a "time window." No one ever called in the morning, so I called Sears Installation at around noon. They said I was "on the schedule," and they would call the company to have them call me. No one called. I called again after a few hours and was transferred to a Customer Resolution Specialist who was going to try to find a new installer, but after one callback for more details, I never heard from her again!! I called again after 4:30 p.m., and I was told, I was on the schedule for the next day!! I had waited all day; the company changed the day without notification, and I can't be here on their chosen day!
rfier
West Nyack, New York
Protection company and Sears are running a racket!
Just finished reading "sears tech" post and it could have been written by me.. Spent from May through August without refrigeration from 2 year old Kenmore Elite very expensive refrigerator.Given a complete runaround re: misdiagnosing problem, delivery of parts, appointment scheduling, etc. When I asked about their so-called "lemon law" they kept upping the ante about requirements. "you have to have four replaced parts within 12 months, the part has to be functional, etc, etc." Even though I had the same problem since 2010, I did not qualify.. If I were to use a different repair company,I would void the warranty! I have an all Sears appliance new kitchen -I am stuck. Never, ever, purchase from Sears. They are dishonorable, cannot diagnose problems and leave you without a refrigerator for 8 weeks during the summer with a houseful of grandkids, and guests. Never buy their protection agreement-they will keep upping the ante to prevent replacing the appliance.The tech support is non-existent, the service tech is a ***. I finally insisted that the computer brain needed replacement, along with the brain of the technician! Six service calls later,and I'm sure this refrigerator will fail again quite soon.
Loss:
$2400
1 comment
sallylastrina
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Verified Reviewer | Old Saybrook, ConnecticutSears Warranty and Repair
We have a refrigerator that is two months old. After 7 days of no power, courtesy of Hurricane Irene, we now find Sears product is not working. We call them up and the "best" they can do is send a repair man here a week from tomorrow. The CSR would not let me talk to a supervisor, was completely worthless in solving the problem, and only wanted to offer his apology. I don't want an apology, I need their product up and running sooner than 8 days. I will never purchase anything from Sears. Their products are not made to last and their repair dept is understaffed.
1 comment
Company responded
Joe G Awz
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Verified Reviewer | Walnut Creek, CaliforniaSears
We purchased a Sears washer/dryer set ,Model HE2, and had it delivered and installed by Sears. The dryer recently stopped functioning. We had an appointment between 8-12 to get it diagnosed. The tech called at noon saying he was late and could he come in 2 hours.We rescheduled after losing a half day's work. The next day a Sears technician came to our house and told us the dyer broke because it was improperly installed by Sears and they had never connected the exhaust vent causing major lint buildup to destroy the internal circuits . He wrote "Installation Error" on the work order and said they should replace it but didn't have authority other than recommendation. Customer service refused to offer anything other than a minor discount and never even apologized. The dryer is unrepairable (They quoted $1300 for a $600 dryer) and they could care less. The attitude and service was quite disappointing and disheartening from Sears between the hold times, lack of return calls, and general feeling of "Too Bad, get another one,don't bother me".
Loss:
$650
2 comments
Soohyun K
Dallas, Texas
Sears Canada - Unbelievable Customer Treatment
I got the delivery of refrigerator in the morning on Sept 7, 2011 and found it had a 10 cm deep scratch on the side and totally noticeable after installation. While delivery man still at my home, and at around 11 a.m. I contacted Sears Canada in Red Deer (Bower Place Shopping Center) at 403-343-**** ext226 for return, sales staff said would call me back after talking with his manager. Never called me back, and at around 4:00 p.m. on the same day, I called again and someone picked up the phone and said would call me back in 10 minutes. No call. I called again at around 4:30 p.m. and talked with manager, he said never got any report on that, asked if I need a return or exchange. I said exchange. He said would call me back in the morning tomorrow on Sept 8 for the status info including delivery date. Never called me back since then. Around noon Sept 9, I sent an email to Customer Service and Sept 12 at around 11 a.m. I got reply from Customer Service offering discount for damage, I didn't accept it and wanted an exchange. The next day at 6 a.m. on Sept 13, I got reply from Customer Service that they asked Sears Red Deer for re-order and also to contact me for explanation of situation including delivery date. No contact from Sears Red Deer. As I am selling my house, I am showing home with a new refrigerator having a deep scratch on it. Maybe I end up with no exchange nor discount. It seems in my mind they are retaliating me.
Loss:
$900
Company responded
hknicker K
East Stroudsburg, Pennsylvania
Sears- The worst customer service!!
I purchased a refrigerator from Sears on 5/22/11. The item was delivered on 5/27 and arrived damaged. The delivery person,Jonathon, was very helpful and called Sears from my home to help me schedule a replacement delivery, which was scheduled for June 1st. I needed to take another day off of work to accept the delivery. When I did not receive a confirmation call the night before the delivery, I called Sears. I spoke to 6 different people and was constantly told I needed to speak to someone else. I was finally able to get a person to re-schedule the delivery and was told the person I originally spoke to did not enter the information correctly. Now, I will not receive the new item until June 13th (if it actually does come), and I am forced to take yet another day off of work. When I called the store I purchased the item at for assistance, I was told they could not help me with delivery problems and I was given another phone number to call, which in turn gave me yet another number to call. I have emailed Sears customer service 2 times, each time I get a response that someone will be contacting me within 2 business days. No one has ever contacted me. It seems as though Sears already has my money and is in no way concerned about customer service or me actually getting the item I paid for.
9 comments
Company responded
evyb B
North York, Ontario
Sears Home Services botched roofing specialists
Sears Home Services, formerly Home Central, botched roofing specialists, is their new name. The same crowd who botched up my roofing, with the same lousy attitude. They can change the name but until they improve their performance and make good on the mess they made at my home, I still see them as a bunch of crooks. I made up a little video about that: http://www.youtube.com/watch?v=EeUdIy31Bzs Here is the original which shows what they did to me: http://www.youtube.com/watch?v=WpBJYlTPIsY and the update to that one: http://www.youtube.com/watch?v=wawPUUCukfc
8 comments
blondeatheart
Killeen, Texas
Poor Quality Freezer-can't go in Garage?
We have a Kenmore upright freezer that stopped working after 2 years. The tech told me it wasn't meant to be in the garage. Really? When we went to buy the unit we told the salesman exactly where it would be placed and exactly why we were buying a new unit. The seals had went out on our other unit and we lost a lot of meat. We got the alarm because it would sound if the unit door was left open or the unit was getting hot. Nope, alarm didn't go off - unit got hot - $65 tech charge to tell me that the unit wasn't suppose to be out in the garage. I didn't buy a throw away unit, I bought what I thought was quality. That unit cost me approximately $300 a year based upon the number of years it lasted. The salespeople do not tell the customer that the unit is NOT suppose to be in the garage. I'm sorry not everyone has room for a freezer inside their house - we have no basement. I have always had a freezer outside in the garage and never this amount of problems. I have checked Sears website and have found nothing that states the unit shouldn't be out in the garage. Put that information on your website if your planning on using that as the excuse.
4 comments
tractorwontrun
Richmond, Kentucky
Sears does not honor maintenance agreements
I recently bought a garden tractor from Sears, with a 5 year maintenance agreement and warranty. Already, the machine will not run. It is not a gasoline problem. It starts, runs about 10 minutes, then dies and will not restart. When I call "customer service" they tell me I have to wait 35-40 days before anyone can honor the maintenance agreement and check it for me. I was a sucker for dealing with Sears. I had no idea they had such lousy service. Please do not make the mistake I made; avoid Sears, I will never deal with them again.
Company responded
Katalina H
Arlington, Virginia
Sears Sucks!!! They Lie Sso Much...
Well here we go again! Had the same problem last year. Our new air conditioner / heat system was time for it's service call the yearly check up. I called the number to set up an appointment 3 weeks prior. Set for last Friday 7/1/11. Then called on Wednesday to confirm that they were coming. Yes she said you are all set someone will be there between 12-5 .. I thought for a BRIEF moment well looks like it will be fine... WRONG!! I called again Friday afternoon and she said she spoke with the Tech and he was on his current job. She said that he will call me when he is done to let me know that he is on his way. DID NOT happen. So I called back and she then put me with someone else. He said well we do not have a tech in your area WHAT?? So he said to have a local guy come out pay him and we will reimburse you.. I said NO WAY I cannot even get someone to come out to my house and you want me to believe you will pay me back.. Funny I must be *** if I agreed to do that! Well I then called this other number that we had in our file. So this guy tells me yes you do have someone scheduled to come out.. I am Like OK.. he said he emailed the tech to call me. Well I got no calls as always no one calls you back. So I called back this time I got a lady and she said oh he went home sick... So no one was going to call me? She said that they will call that night to re-schedule or on Sat. morning. NO ONE CALLED!! It took at least 10 times last year to get a service call completed. We wish so much that we went to Lowe's or Home Depot to buy our heat system. This morning another wild goose chase. If you mail them a letter they don't care. To all of you out there I feel your pain...
1 comment
buzz.hammerberg
Crystal Lake, Illinois
Brand new Dryer inoperative upon delivery
Sears delivered our new washer and dryer two weeks ago. The first crew didn't finish the installation. They sent a second crew 4 days later. When we tried to use the dryer it wouln't dry. We had a repairman out today and he said that it needs 2 parts. THESE ARE BRAND NEW and they need parts. They said that they would replace the dryer, but they are out of stock until late November. The store won't give us a different color with out more money because it was a special sale and the pedastals came with them. Meanwhile we are stuck with no working dryer after spending $2,000 and they won't do the right thing by simply exchanging it for us.
1 comment
Company responded
Denise D Zif
Rahway, New Jersey
Sears poor compliance with service contract.
My husband bought a 5 year service contract for our new air-conditioning and heating system in 2008. In 2010, during a heat wave, my system stopped working and I called for service. The "first appointment available was 3 weeks later. Fortunately, a supervisor was able to move that up to within three days. The service man diagnosed the problem - but did not have a tool to fix it and could set an appointment two weeks later. Again, a supervisor arranged an earlier appointment for me. Repair was finally done. Service contract allowed for annual maintenance service and I called to schedule for my heating system so as to keep it in good working condition. Three separate appointments were made and broken - due to "overbooking" before service was provided. The maintenance service took all of 15 minutes...but cost me three separate four hour appointment blocks before being provided! Called to schedule maintenance of air conditioner and an appointment was scheduled for today - between 8a.m. and noon. At 12:30 I called to see when the person was coming to discover they would have to reschedule....not enough technicians to meet appointments scheduled. Consider carefully before buying an expensive service contract with sears...the frustration of dealing with them and their broken appointments is not worth the cost.
2 comments
Vikki P Sxf
Gallup, New Mexico
Installed our air-conditioner/heat unit incorrectly
We hired Sears to install a new air-condition/heating unit. The sub-contractor was terrible, they started the job on June 29 and finished a month later. A year later with water coming through my second floor to my first I find out Sears never installed it correctly to begin with. Now Sears won't take responsibility.. My insurance company is having to go after Sears to get them to pay for the damages. I am still having to spent lots of time and energy collecting information for my insurance company,NEVER will I buy anything from Sears again.
Loss:
$30
3 comments
zoechoi
Toronto, Ontario
Bad experience with sears canada
I have a bad experience with sears service recently. The service of sears canada is so confuse. I am frustrated. Two weeks ago, I called sears customer service regarding the 60 night comfort guarantee of my new mattress which purchased in 2011 April. My new mattress is a reselect of defected mattress that i purchased on 2010 April. I have told the representative that the new mattress i have right now is a reselect mattress. The representative said i still have one time exchange base on the 60 night comfort guarantee even the mattress is reselect. I told her i would like to reselect the mattress in different sears store because i had a bad experience with the markville sears before. And i do not want to have any mistake happen this time. She said it is ok to do so and she will sent the note to sears and they will contact me soon. Few days later, markville sears call me and told me i do not have 60 night comfort guarantee because is a reselect mattress. Therefore, i call sears customer service again to confirm that will i have 60 night comfort guarantee if my mattress is reslect. The representative double check for me and she said i will have the 60 night comfort guarantee. So i went to the store and talk to the sale person. I told her that i have called the customer service twice and they both said i still have the 60 night comfort guarantee. She start sound unpatient to me and keep telling me "No!" "The answer is NO!" "No!" when i am trying to explain my situation. Then i've leave the store. I was so upset and confuse. Therefore, i decided to call sear customer service again which is the third time. I asked them to double check and make sure will i have the 60 night comfort guarantee. They have checked all my doucments. Also, they have asked their superior and they still said yes because the first mattress i had in 2010 is defected so i do the reselect in 2011. I went to the store again and talk to the sale person again. She said "No! The answer is no. This is the POLICY." She called someone in front of me and she ask the person to put a note under my case that i will not have the 60 night comfort guarantee becuase of the "POLICY". I AM VERY CONFUSE AND UPSET. On the sears-o-pedic care, handling & waranty information, under the 60 night comfort guarantee it shown that " AT SEARS WE RECONGNIZE THE IMPORTANT OF A GOOD NIGHT'S SLEEP. TO HELP YOU ACCOMPLISTTHIS WE RECOMMEND YOU TAKE A MINIMUM OF 30 NIGHTS AS AN ADJUSTMENT PERIOD FOR YOUR ODY TO GET USED TO THE COMFORT AND SUPPORT OF YOUR NEW SLEEP SET. IF AFTER 30 NIGHTS AND WITHIN 60 NIGHTS OF YOUR DELIVERY YOU FEEL THAT YOUR BED IS NOT AS COMFORTABLE AS YOU EXPECTED, PLEASE LET US KNOW AND WE WILL BE HAPPY TO ARRANGE ONE SELECTION EXCHANGE TO YOU.". I also do research online at sears web site and i can't find any information about that "POLICY". I have a defected mattress and i spent more money to reselect another mattress in APRIL 2011. I am not comfortable with this mattress so i call customer service to ask about the 60 night comfort guarantee. They said yes and i went to the store but she said no. I am so frustrated and upset. It is so comfusing.
ddrad R
Washington, District Of Columbia
Failed to ship or refund item
We placed our first order with Sears Marketplace. The item was never shipped. After a complait call we got a notice of shipping with a tracking number linked to UPS. Bogus. When I called I was told it was a Fedex number, again Bogus. Sears Marketplace has failed to intervene in or handle the order made through them with Stacks & Stacks. It has been going on for better part of two weeks. Sears now tells me again they will investigate and get back which they never do.I have asked for conformation of their communication with Stacks & Stacks and have never received anything. Today I demanded a refund and told that will take an additional 3-5 days. In today's electronic media all things are instantaneous if you just do it.
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Do like I did--sent my shredded Sears Credit Card to the CEO in Chicago with a letter typed in microscopic print that basically said I'd never do business with them again (after spending over $4000 on Kenmore appliances). Got calls from CEOs office for days but I refused to answer--I am done with Sears (and BTW, don't shop at Kmart either since it belongs to same company that owns Sears).