Sears Reviews and Complaints

I went to a Sears hardware store in Westvale NY (outside of Syracuse) for vacuum bags and filter. The filter was 9.99 on peg, but it is 19.99 at checkout. Clerk goes to aisle, brings sign back to counter, it says 19.99. I go back, find the peg with the filters on it which says 9.99. Which one do you believe? Doesn't matter, no joy. And I tell them I can get the bags online, 10 bags for 9.99. They want 6 bucks for 3 bags! I told them to pack in the filter. Found it online at vacuumsinc.com for 10 bucks, same item. Cost all of 29 cents to make....and it's only 4 x 6 inches! At these prices, they should go out of business.

We bought a dishwasher at Sears in November. We paid for and scheduled the installation in the store for the following week. The installer never showed up and we later received a call that the delivery was delayed. When we called the 800 number left on our voice mail, the customer service person, who was obviously foreign and not good at English, asked us why we were calling (?!). She then "couldn't see the screen" that would show her exactly what the problem was. We went through these awful customer service calls about a dozen times; we would get an automated voice mail during the day, we would call back in the evening, and the customer service people would actually ask us what the nature of the problem was. We would say, "We don't know- YOU are supposed to know!" It was hopeless. After TWO MORE rescheduled but failed deliveries, we find out that our dishwasher was discontinued & will never be delivered. We waited 6 weeks for a refund. We then foolishly went to the local Sears outlet, thinking that they are smaller and will literally put our name on the item and deliver within a week. We paid for and scheduled the installation in the store. The installer never came and so at the end of the 3-hour window of time, we called the store. Guess what- they couldn't find our dishwasher! Then, the installer called us a week later & told us that they had the unit & could reschedule the delivery. Guess what- they called us the night before and said they lost the dishwasher! Waited another 6 weeks for a refund. 4 1/2 months wasted with Sears. Store managers were completely unsympathetic and disinterested. Outsourced customer service was atrocious. We will never shop there again.

I have spoken with four customer service representatives. The first one accidently disconnented. The second said," There's nothing I can do" and I asked for his supervisor and he transferred me to the beginning menu. The third representative transferred me to another area where the lady interrupted and spoke over me when I was trying to explain the problem. She actually yelled and me and hung up. The problem is that I am receiving account information regarding my father's account. I purchase appliances through sears and gave them my email. I have no business receiving information and advertisments for them. Being professional and secure is not an option. ALL I asked was for them to check my father's account that my email was not attached to his account because IT IS! Scary.

I order some products online with Sears and they did not have available one of the products. I have been calling them and sending email to get refund and They have just refund me partially after almost one monthof the order and after they cancelled themselves. The Sears online shopping is the worst I have had and I want other consumers to know this. I am so very pissed at them for the waist of time and delay in this issue. The service is so disorganized that they don't clearly know what is really going on and they take forever to resolve the issue. They were really fast taking the money, but really slow to resolve the problem.

On February 12, 2012, I went into Sears and ordered a refrigerator, a gas range, a dishwasher, and a range hood. I had previously went into the store on February 9th and spoke to the saleman, Charley Stein, who advised me that there was a sale on the 12th of February and if I figured out what I wanted I could then order it on the 12th and get the sale price. I asked him at that time if there was an installation cost and he told me that there wasn't. I went home and researched online and found the various models I wanted and my husband and I came back to the store on the 12th of February. I gave Charley the model numbers and all he had to do was input them in the system. Prior to giving him the numbers, I again asked him if there was a charge for installation and delivery. He again confirmed that there was NOT a charge for installation and that I could have free delivery or I could have 0% interest. I told him I would choose the free delivery. He then rang up the sale for me. While we were talking and he was inputting everything in the system, my husband asked him if it was free installation. He told him it was. Although I placed the order on the 12th of February, he told me my appliances wouldn't be here until the 19th of March. Although it was over a month away, we agreed to that. Our present appliances were still working; we just wanted new ones. When I signed the sales slip I again asked him about the free installation and he again told me it was free, so we were told three times it was free installation. The first problem was two weeks later I received a Sears credit card bill for my purchase. The due date was March 18th. That would be one day prior to even getting the appliances. I called the billing department and they assured me that they couldn't change that; it was due then. Therefore, with much trepidation I paid the full amount of $4,379.61 rather than getting charged interest if I waited until after the delivery. When the delivery people came, they set up my refrigerator, connected it and made sure it ran good. Then they set up the gas range and installed it with the new connectors I had purchased. Then they brought in the dishwasher and set it in the floor in the box. They informed me that they weren't the ones who hooked up the dishwasher. That was another person who specializes in dishwasher installation. So the next day when I hadn't received a call for installing it, I called and was informed that there was a $139 charge to install it. When I told them it was supposed to be free installation, they connected me with the store. Charley then denied that it was free connection for the dishwasher. After many phone calls to the salesman and the store manager and the promise that we would be returning it to the store then, they finally agreed to install it for free and a serviceman came and installed it the next day. It took at least five phone calls and lots of threats, however, to get that to happen. We were then told there was a delay on our range hood. It was scheduled to be delivered on March 29th and then installed on March 30th. Since we were going to be out of town those dates, we changed it to be delivered on April 2nd and installed on April 3rd. On March 30th I received a call from Sears stating that my range hood would be delivered on April 2nd and they would call on April 1st with the delivery time window. On April 1st I received a call stating it would be delivered between 10:00 and 12:00 on April 2nd. At 10:35 on April 2nd I received a call that said there was a delay on my range hood and it wouldn't be delivered until April 29th. She said that they didn't have any of them in the warehouse. So now I don't have a range hood. In addition to all of that, when the discussion with the store manager was going on I read my receipt and found out that although I had taken the free delivery rather than the 0% interest, there was a non-refundable delivery free of $69.99 that I had paid. There was supposed to be NO delivery free. So here was another lie on their part. Normally, I do not buy all my appliances at once. This was a big step for me and should have been an enjoyable experience. Instead it has caused lots of headaches, my husband's high blood pressure, and a total distrust of what we are told. In the future we won't be as gullible and I will NEVER shop at Sears again.

I have purchased several major appliance and a garden tractor with Sears with extended service warranty in total of ~$10000 I thought that the service from the store salesman are good. Obviously this is the only good thing about Sears products and service. The online in-home installation service/repair depart are really bad as well as online assistance : "Unfortunately, I am from Purely Online Shopping Support, we simply assist online shoppers find item and guide them through the website. " Be aware of the pop up from the online live service by Sears!! They will get your order/installation mixed up, and quite often with little knowledge and understanding refusing to provide warranty service. Also you will have to wait more than 15 days to have someone to come and have look at it!! The service provided on the phone is absolutely terrible as well. You may have to wait for more than 20 minutes to have a live person?! Buyer be aware, particular the life-long time Sears shoppers! Sears is no longer the same!! I wonder why Sears is not doing well and closing its stores!!

Moved into brand new home. Bought new Kenmore washer, dryer and refridgerator. Afrer delivery washer flooded home from bad hot water valve on washer, confirmed by Sears technition. Had to have baseboards and carpet pulled and a week of fans and dehumidifiers running. Its been a week and Sears will not replace the washer. Getting the run around. Terrible customer service, they just dont care. Getting a lawyer Monday. Dont buy from Sears you will regret it! Rude people on their all lines, disrespectful attitudes. We have over $29,000 in damage to our home we just had built. This company will be gone in a few years. Wish we would have went to Home Depot.