Sears Reviews and Complaints
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Sears Craftsman Warranty is JUNK!
I purchased a new walk behind, self propelled Craftsman mower in September of 2011. I used the mower twice last season and then stored it for the winter. This year I got the mower out of the garage for its first use in April. Put fresh gas in it, checked oil (this is important for later...) and topped off the oil as it was a little low. Mower started up after a few pulls (I was expecting problems but this went well). Ran the mower for about 5-10 minutes and all of a sudden it died. I checked to see if it had bogged down or was clumped up under the deck, no issues there. I tried to restart and it would not. I figured it was overheated for some reason and let it cool for 10 minutes. Mower would not restart. I called Sears customer service and warranty center. They talked me through trying to start the mower without the gas cap as "they have had trouble with the gas caps sealing". This did not work. I was told to take the mower to my local Sears for warranty repairs. When I arrived at Sears, I unloaded the mower, took it to the drop off station and was turned away. Aparently they are not allowed to have gas in the engine. They also informed me that "there is no way we can drain it for you here" and I was told to go back home, drain the gas and oil (yes drain both gas and oil) and return. Obviously I was not very happy at this point. Went home, drained the mower and returned to the drop off center. Filled out forms and was told someone would be in touch within 2 weeks... Seemed strange but OK. I just got a call today that the ESTIMATED REPAIR COSTS would be $258!!! Excuse me? I asked about the warranty and was told that "the technician beleives the mower was run without oil and therefore you caused the damage. this is not covered under the warranty." I requsted to be transfered to a supervisor and then further explained the situation as written above. I was simply told "no, you ran the mower without oil and we will not warranty it." Clearly I did not run the brand new mower without oil on the first start of the year. I am not an *** nor would I have taken it for warranty repair if I thought it was my fault the mower broke. Did they ever stop to think that maybe a part broke in the mower causing it to run dry of oil and therefore the mower broke? No likely not, they found a loop hole and are refusing to stand behind their products. This is unacceptable. People purchase from Sears and buy Craftsman products because they beleive in the company and the quality. We also trust that the company will stand behind their products and they so adamently advertise. That is why we pay MORE to have these products than we could if we went to Lowes or Home Depot. I am furious that I trusted a dying company that obviously can no longer afford to stand behind its products. It is no longer the same company that my grandfather and father trusted. It is sad to say but another giant seems to be falling and is going to throw away the principles that gained them loyal followers for generations.
Sears- Kenmore Refrigerators
We purchased a two door Kenmore frig with a 5 year guarantee. Last year, after the warantee had run out the freezer stopped making ice. When I called the service department I was connected to somebody in another Country who told me the charge would be $85.00. The serviceman arrived and after removing the old icemaker he gave my husband a bill for $386.00. At that time my husband gave him a credit card and paid him. Here we are not even a year later and the icemaker is broken once more. What do we do now? We will never buy from Serars or any Kenmore product again.
Sears Credit Card
Sears is rude
I drove to seasrs for a hour in heavy traffic. I needed a hedge trimmer. It showed in stock. When I got there I could get no one to help me. I ran someone down. The trimmer I wanted was out of stock. I asked if they could sub another. They looked at me like I was crazy!!!! I asked for a supervisor....They sent one over...Supe#1, Ill have to get approval, she paged one, after 10 min. she showed up....Supe # 2 I can't do anything w/o a manager approval. Supe# 3...I cant do anything for you!!!! I now have investd over a hour in the store. She finally agreed to take 10% off another one.....Guess what! The other one was already on sale (not tagged on sale)....And we came out the same. The last two supes. were RUDE>>> and would not Listen to what I was saying. They were so QUICK!! to say I can't do anything...before looking at thier options. What is it about Sears that promotes rudness? I retired from Sears after 33 years.... Guess what, we would do whatever it took to take care of the customer.
Sears Home Services Same-Day Guarantee is Fraud
We need a new water heater. The repair company we had been working with all week to see if ours could be fixed could not get one installed until tomorrow. I called Sears to see if they could have one installed today instead. After the sales rep checked my address and what size and type of water heater we need (and me being on hold for a long time), he came back and said great news, we have two different types of water heaters available in your area that can be installed today. I verified that if I proceed, the water heater will in fact be installed today. He double checked and said yes. So, I gave him my cc number and purchased on through Sears. I canceled the other one that was scheduled for delivery tomorrow. I had been told that I would recieve a call within 1-3 hours with a time that the water heater would be isntalled. After 3 hours of not hearing anything, I called to check in. At that point I was told that I live in a market where same-day installation is not possible. This is where I start to have major problems with the way Sears conducts business: 1. I gave the sales rep my ADDRESS, including city, state and zip, so that he could verify that same-day installation was in fact available for me. He supposedly checked on this, and I was told that it was available. 2. The same-day installation was THE ONLY REASON I chose to purchase our water heater through Sears. The fact that they told me this was guaranteed and it turned out not to be was total fraud. They told me what I wanted to hear to get the sale. 3. The "manager" I spoke with to discuss my extreme dissatisfaction with their fraud, said she understood my frustration (speaking right off of her script, I assume) and would be able to send me a $50 gift card to make things better. When I went into detail again about how if I am told something will be installed on a certain day and that is the reason I agree to purchase it through a specific company, I expect their end of the agreement to be upheld. At the point of the sale, when the sales rep is given my address, they should have all of the information necessary to determine what delivery/installation options are available. The "manager" told me that the sales reps did not have access to information about a city permit in my market (a top 30 DMA in the US). That is not my fault. It's actually not the sales rep's fault either, but it is SEARS' FAULT. They are knowingly not equipping their sales staff with the adequate information to provide customers with the services they offer. They are committing fraud by guaranteeing services to get sales that they can not hold up. In the end, the "manager" offered to take $50 off my bill when the water heater is eventually installed. That is not enough - without their fraudulent behavior, they never would have gotten our $700+ business to begin with. 4. When I googled Sears customer reviews, I couldn't believe all of the negative and similar things that I read. It's clear that Sears does not care about their customers. Perhaps that is why they're facing massive store closings and other issues.
With Official Company Response
i bought a chainsaw from sears a little over a year ago i had trouble from the get go with it and sent it in for service and they fixed it and sent it back well i go to use it again and guess what it does the same thing run a couple of minutes and dies and wont start...
Sears apparently HATES it's customers!
I sent the following letter to sears, recieved a automated reply that I would get a response in three days. Never get a call or anything, ended up having to call back for ANOTHER issue was transfered around to five different people before finally getting to the WRONG department, was then told that I would get a call back in 24 hours and that was over a week ago and I of course have heard nothing!!! To whom is may concern; My husband and I closed on our new home on Monday March 12, 2012. We promptly went to you store in Gurnee Illinois to buy the new appliances and equipment that we needed for this new house. We had purchased all of our appliances in this store for our previous home and expected to have the same great service that we had at that time. While we were in the store we had great customer service everyone was very helpful from price matching to setting up delivery of our new Samsung HE washer and dryer and Craftsman riding lawnmower with bag. When it came to delivery your company did not come anywhere NEAR meeting our expectations, and the warranty department that we had to contact to get these things corrected was also nowhere NEAR as epithetic as I believe they should have been. When the washer and dryer were set up the individuals that did this on March 17, 2012 LEFT THE SHIPPING BOLTS IN THE WASHER! When we contacted the customer service line we were shoved off to warranty in not so nice of a manner. Once we were in contact with your warranty department they stated that "oh it must be the shipping bolts that are causing you not to be able to level your washer, this is common.". This issue may be common but very uncalled for. Isn't this something that should be checked at every delivery? Aren't there shipping bolts in all equipment to SHIP them to the homes? We were then informed that it would be a WEEK before anyone could be sent out to rectify this. I find this quite ridiculous, YOUR company sends out delivery men that do not do their job and WE have to suffer a WEEK before anyone can come out. Because of this we had to spend almost $40 to take our clothes to a Laundromat that is more than the measly $30 gift card we were offered for "our trouble." We have two children and two dogs, we CANNOT afford to go a WEEK without a washer and dryer On to the riding mower, this was delivered the same day, my husband and two of our very intelligent friends tried to use this mower. At first it would turn on and only go about a half mile an hour, after reading the manual AGAIN they tried it out again and this time the mower would not move. AGAIN we called customer service, they sent us to warranty and they said no one could come out till March 27, 2012. This time OVER a week, YOUR company sends us faulty equipment and we are forced to house it and not be able to mow our lawn for over a WEEK? We had a reception for our children's baptism at our home this past Sunday March 25, 2012 and were unable to clear or mow our lawn before had because of this. This is horrible business. I have informed ALL of my friends of this situation and also anyone that I'm speaking to that the conversation turns in that direction. I would love to be able to go back to these individuals and explain how well your organization rectified this matter after the fact. On the 27th we were given a new mower. We were informed by the delivery person that the mower was in fact defective. So again we had defective equipment housed in our garage for OVER a week this is unacceptable! I do not believe that our situation was resolved in an appropriate way. After spending over $4000 at a store I expect to receive items that work. I would expect someone to be at my home within 48 HOURS to fix these items if they are faulty. I expect customer service to offer something more than a gift card for less than 1% of the purchase price of my items. I expect a timely response to this letter with a MUCH better resolution; I believe that a refund of ATLEASAT 10% of the purchase price of these items is appropriate; a refund for the $40 we had to spend at the Laundromat and a sincere apology for these issues and stress this has caused our family. Sincerely, Sarah and Joshua Grubbs
With Official Company Response
Sears in Dallas, Texas - Lied about warranty
The tech lied 3 times why they would not cover warranty. I gave them a tiller that was less than a year old. Yers it was rusted on the out side. 1st they said the oil/gas mixture was wrong and the motor was locked up. I told then that was funny since the 4 cylinder did not require oil/gas mixture. 2nd was then your oil wear low in crank case. I tol;d them that was the first thing I checked. I only used the tiller once and the oil was fine. 3rd it was rusted, there had to be water in the oil. It must have been left out in the weather. I said NO it was in the shed out of the weather. HERE is the deal. Yes I have a pool. Yes I clean it with Muriatic Acid was stored in the same areas as the tiller. The point is that it's not that they did not cover it. It is that if you have a warranty they will LIE to get out of it. I just bought a $1000 worth of sears tools really thinking about returning them and I sure will be canceling the extra warranty that I bought with those tools. COME ON, JUST BE HONEST!!!! I am thinking about posting on Facebook about "DO NOT BUY WARRANTY FROM SEARS" RIPOFF!!!!!!
With Official Company Response
Sears in Fayetteville, North Carolina - Lied to
My over the range microwave went out. I have an extended warranty. Sears honors it but the amount of time wasted in not being able to go to work and being lied to because the technician never showed up, then lied to a computer that he must've punched in to say no one was home, having to reschedule twice because I was lied to about the time the technician showed up, which cost more lost wages, is not worth it. I could have purchased a new one and come out cheaper. Jesses James had a gun! To top it off every person I spoke to had an accent that made me think they were from China and would not allow me to speak to a supervisor.
Our Washer broke, went out shopping for a new one. After spending 30 min at local sears, opening machines, reading prices, looking around, no salesperson came over. In the midst of looking a group of 3 pass by us twice without asking if we needed help. Went to Home...
Sears =terrible company
Sears.ca had a glitch on their website on 04/13/2012 where they had 40' Toshiba TVS for $219 when they should have been $599. I called and ordered 3 and they were shipped. I called numerous times to confirm my order and when I called on Wednesday to see if it was in, they told me there was an error and they had SHIPPED THEM BACK TO THE STORE!! I called and emailed and was told too bad, it was wrong and that i had to pay full price if I wanted it. They emailed me a link to their "disclaimer" on their website and what a load of BS. I had to select "ctrl+f" and search "errors" to find out exactly what they were talking about. They tried to give me a $50 giftcard for the hassel and I told them where to go. Other customers in the same city as me got theirs, it all depended if it was a drop--off location or a Sears store. Next time, I'll run to futureshop and price match and walk out with my tvs thank you very much. I will NEVER deal with sears again.
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