Sears Reviews and Complaints
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38
ISSUES RESOLVED
6.1K
TOTAL REVIEWS
$3M
CLAIMED LOSSES
$1.2K
AVG LOSS
720K
PAGE VIEWS
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Cons
- Poor customer service
- Delivery experience
- Customer service
Pros
- Price
- I will like it when they are out of business
- Product
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Sears review in York, Pennsylvania: Seats has the worst services ever!
I have had the worst experience of my life dealing with sears. My 3,000 kenmore elite stove break 4 times in 5 months. I went a month without a stove because I spoke with 8 different about where the part was and got 8 different answers. It was finally "fixed" and I was told many times if it breaks again it would be replaced. 5 days later it broke. We waited 3 days for a guy to look at it and I expected it to be replaced like I was promised but they said it now needs to break a fourth time. I was in tears out of frustration with them. They countiusly hung up on me and the repair guy himself. Ordered another part n it still didn't work. We got to ordered another on finally and the guy was Suposed to deliver it today between 3-7 and is 10:00 and now call and no stove.
Review
Service
Sears Repair
Loss
$3
Sears Applaince Repair Hot Line-DON'T CALL
I am extremely upset with your 1-800 repair line!!! I spoke with an representative at 1330 Pacific time concerning the repair of my refrigerator. They said it would be a $75 service fee and would have a repair agent out between 1500-1900. The representative then stated I could purchase a $251 service agreement that would be good for a year. I said "great". I gave my credit card number and then the representative said while reading the small print that "over 10 year appliances weren't eligible". I had already told her my refrigerator was from 2001. We then cancelled the $251 agreement; however, I clearly stated and she repeated that we were still keeping the service call between 1500-1900. By 1815 no service agent had come and I called the 1-800 number to confirm appt time. I was told that there was no record of my appt. and that same day appointments are never made. WHAT???? I could have called another service person. This is extremely unprofessional...my wife now has to drive to town at night to buy bags of ice..she's has to meet with a technician on Sunday morning (missing church). Oh, by the way, I'm out of state with Military duty and have been coordinating this whole event. I am angry to say the least. I have shopped at Sears for many years and believe overall they have great products and sales staff. But, I will NEVER call the repair hotline and will tell my friends and family the same. I will save the remainder of my comments...Come Sears
1 comment
Review
Service
Sears Sales Representative
Loss
$500
Sears review in Saint Louis, Missouri: Husqvarna New Lawn Tractor Delivered Damaged
We purchased a Lawn Tractor 3/29/2012 Husqvarna from the High Ridge, MO store. The tractor was delivered with a damaged hood. We didn't notice until later (during the first use) it had been beat out with a punch of some type and painted over. Since there was time for the damage to be punched out and painted we assume this was done at the distribution center(?) ...that we'll never know. We have spent the past 6 weeks dealing with getting a replacement part(s) ...it is still not resolved. Our last call 5/5/2012 to the parts repair center has taken over 30 min ......basically the right hand does not know what the left hand is doing in the company. We will not be buying anything else from Sears. In the future we'll go directly to a John Deere dealer for a purchase.
1 comment
Review
Loss
$2000
Sears don't give *** about appliance customers
Bought 3 refrigerators, 3 dishwashers, kenmore pro gas cooktop, 2microwaves, and an elite double oven. Purchased master service agreement"......microwave didn't work out of the box, pro cooktop needed3trips by repair guy......he couldn't fix it right so I went to the local sears store and exchanged my defective part with their floor model............double oven never has worked right........replaced elements twice, circuit boards ......out 4 or five times and never fixed .............in dec of 11, customer service said if the oven is a problem again we could get a replacement. Itstill never gets up to temp.......went through customer service levels and finally got the hammer from a person who out and out lied about the file they had on these appliances.........buy local, pay a little more, and don't get scammed by a big company who craps on you when you buy $15,000 worth of products with amaster service plan they won't honor.........GB
2 comments
Review
Loss
$1000
Sears is the worst retail ever
They are very rude, they have the worst customer service, the worst managment ever. All the brands they have are very low quality. All the people work their never smile, all the mangera are very rude. I went to return my pair of shoes, I forgot to bring the receipt, they could not find my order by using my credit card information, so I had to exchange them by another pair I do not really need. I will never ever go there again . I really do not recommend going there. I am not surprised that many sears over the country are closed already.
1 comment
Review
Loss
$29
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.
2 comments
Review
Loss
$483
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.
Review
Product
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.
Review
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.
1 comment
Review
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...
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2 comments
leave it to sears to use a computer to leave automated responses to post the reflect poorly towards them
hey Stephanie L
read my post my name phone number and complaint reference number is in it you can earn earn your nice fat salary by contacting me i have no desire to get on the phone with the dog and pony show you call customer service and talk to 4 people how cant speak English well enough to order a pizza but think they are some how smarter than me just to get the someone will call you within 24 hours so if you want to talk to me either pick up the phone and call me or you can come see me in person when i'm sitting outside your store
s.... ***
e.... employs
a.... and
r.... retarded
s.... supervisors
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With Official Company Response
Review
Loss
$180
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Dear Lifeaid,
My name is Stephanie L. and I am part of the Sears Social Media Escalations team. Please accept our deepest apologies for the troubles you and your wife have been through concerning the repair appointment on your refrigerator. We are very sorry that that the appointment was never scheduled, we entrust our agents to build trust with our customers and this did not happen, and missed service appointments are never acceptable. We understand your time and your wife’s time is valuable and rescheduling can be frustrating. We do value you as a Sears customer and would like to speak with you concerning this experience; we would also like to go over the options we have in order to see this matter is resolved. At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number your Miter Cutter was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name Tommy Quick, you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support