Company responded
j P Mfw
map-marker Harrisburg, Pennsylvania

Sears

Holy Cow, I will NEVER buy anything from Sears.com again! Same complaint as others here, my order has not arrived when promised. UPS tracking info say " Billing Information Received", but has not actually shipped. My original order was for three items, I then received an email stating one of the items was out of stock, so down to two items. Next I get an email telling me "Your item is ready for In Store Pickup", even though it was to be shipped. I contacted customer service through their "Live Chat" feature (which, by the way is now inactive!), and was told that the email was in error and I would receive the package at home. So I waited.... The package was supposed to arrive Yesterday ( I paid for Next Day Air), but is still listed as "Billing Information Received", which means it was never picked up by UPS. I will not receive the package for the Holiday. I called the customer service line, and spoke to Luella, she told me she couldn't cancel my order because it had been proccesed, that means I have to pay next day shipping on an item I may not get for weeks. She also told me the in store pickup item was actually out of stock, but once they got it in it would be shipped to the store, they would then ship it to me!???!! She told me to call 800 549 **** to complain, there I spoke to Melissa, she told me to call 800 349 ****. I called that number and spoke to Doug, he uselessly told me to call 800 549 **** again! Just for grins I called that number again, and spoke to Lorenzo, he told me I had to call 800 549 ****! When I explained to this Rocket Scientist that was the number I just called, he said that's all he could do for me! So now I have none of the items originally ordered, and no chance of getting them for Xmas. I don't have any idea when they will arrive, yet I still have to pay the Next Day shipping charge. On top of that I get the Royal Run-Around from customer service!!! All I can say is BEWARE OF BUYING FROM SEARS>COM, and if you are an employee of this company, you better start looking for another job, cause the ship is sinking, and FAST!
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Loss:
$250
2 comments
David Rde
Sears Response

know what you mean,

I'm sorry you've had problems with our delivery service or any of our services. My name is Brian H. with Sears Cares and I would like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (know what you mean) in the email so we can reference to your case.

Thank you,

Brian H.

Sears Cares

Guest

I will NEVER buy anything from Sears.com again EITHER. In my opinion,their shipping methods or service is terrible

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lkfsmith S
map-marker Seattle, Washington

Sears...plainly put...they suck!

Purchased new appliances from Sears in Oct 2009 for my new home; biggest mistake of my life! Now March and Kenmore Range has malfunctioned. The troubleshooting tech told me that it was an electrical malfunction/monopoly and would require on site service. The earliest available date is 7 days from today which is unacceptable to me when this is causing a potential fire hazard. I've spoke with atleast 15 people and noone is willing to escalate the repair. I've located company authorized to perform warranty work, 15 miles from home and Sears will not authorized the work request!
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Laiza Ueb
map-marker San Antonio, Texas

Sears customer service non-exixtent !

Tried to place order for lawn mower & tiller by calling local store. Was told I had to come order in person or order on the web. Tried to order on the web, every time I added the item it increased the price by $40. Finally got a customer service rep...held for 10 minutes or so and was told that the web pricing was in error and the could not honor it because of some fine print somewhere...neither place gave a damnm about lost business...my $800 will be spent with a competitor of which there are many...Steve in Texas
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1 comment
Guest

Spend your money at Lowes or HomeDepot! Sears doesn't want our money, they offer NO customer service!

john l Ajf
map-marker Burlington, Ontario

Sears Canada Parts prices

I broke a part on my new Craftsman Sliding Compound Mitre saw. It was probably my fault so warranty or quality of the saw isn't the issue here. The issue is that the part costs $26.99 in the US and Sears Canada wants $70.99 for it. Even worse, you can't order the part from the States even to be shipped to a US address if your address or credit card billing address is in Canada. All correspondence from Sears has so far only generated the usual retorical BS. Sears sure isn't what it used to be.
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Anonymous
map-marker Madison, Wisconsin

Not smart enough to work fast food...

The personnel in 2 branches of their stores do not know anything about the equipment they sell. It took repeated trips to locate an oil filter for my lawn tractor. I was planning on buying more tools. Never again...
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Anonymous
map-marker Worcester, Massachusetts

Sears Bad Service Department

Sears has the worst service department I have ever dealt with. When you go to shop for appliances, they make it sound as if they will be there for you all the way through. Wrong! When you call, the answering machine keeps transferring you from machine to machine (three in total) then when you finally reach the "one,"they put you on hold forever. Then they hang up on you and you have to start the whole process again. But you still end up having to go to the nearest store, which is the next town all aggravated by poor service. I ended up returning the appliances just so I never have to deal with Sears ever again. Bad Experience.
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linda mil

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Verified Reviewer
| map-marker Reston, Virginia

Bad service contracts

have had a service contract with sears for my furnace and air conditioner for years, every year have my furnace and air conditioner checked as their recommended maintenance, the other day when my plumber was putting in a new water heater, he called me to the basement and told me the furnace did not sound right, it was going on and off, he even told me it sounded like the sensor was bad. I said i would call right away to have sears come out and look at it, any way he continued with his work, had to turn the gas off to put the heater in, but when he reconnected everything the furnace would not start again, i called sears again and said i needed someone out because my furnace no longer worked and it was winter in Illinois, they told me the earliest they could come was Saturday (it was wednesday morning), i said that was not acceptable and i had a service agreement with them and i could not be without heat for 3 days, they said that was all they could do, anyway i ended calling in a heater person to fix it. SO why do I pay hundreds of dollars a year to have my furnace checked once a year. I had a similar incident with the air conditioner, it did not work after the install (new from sears), I could not get them to come out (they argued that it was warranty versus service) and would cancel the appointment s without even calling. My brother-in-law came and found it was a hook up problem which he fixed - I left that go as a mishap, but now I am thinking they have no emergency service or thing they should do it. And I called their customer service and they sat and told me they should have expediate it to their emergency dept. and said they were sorry, never asked my name or anything to research the problem or go back to the person on the original call to better train them, another customer service person said they would try to expediate the appointment but found there was none sooner, so I go 3 days without heat, wrong - unbelievable bad service and I pay for this, never again.
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Loss:
$1500
Anonymous
map-marker Cincinnati, Ohio

Delivery is bad

Bought a Mattress set,We set the date for March 11, at 8:00 am to 10:00 My husband had to fly to Canada, and I had a Meeting that conflict with the delivery, I called the night before to try change my time to the afternoon, they told they could not do that, then in the morning of the delivery Sears called around 6:45 and I told them I needed the Mattress here by 7:15 and they told me they were in Monroe Ohio which is only 15 mins from my house and they could get it here, 7:15 came no sears and I called and they guy to find out where they were, well they guy told me that he would find out, and call me back but never called, so I had to leave because I had an appointment. Then I called at 10:30 see if they could deliver it at 1:00 he told me he could not some service sears has.
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1 comment
Guest

EVERYTHING is bad about Sears. Just avoid them from now on. Lesson learned :(

Anonymous
map-marker Madison, Wisconsin

Centeral Air Conditioning ripoff

My centeral air conditioner broke down in the summer of '07. Figured I'd get a new unit installed thru Sears as most of their appliances are good. They quoted me a price for a new unit, slab, installation, etc. Well, they installed it allright, but instead of using a new 'high tech' slab that the outside unit rests on... they used the same old 30yr old piece of concrete the original was on. After a hundred of calls to them and hearing "we'll credit your account"... guess what? They still haven't credited me. $250 for nothing. Thanks sears.
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Crystal S Wzo
map-marker Austin, Texas

Delivery Sucks

So I went online to find a infant car seat. I found one, that site was sold out so I googled it. other sites were sold out except Sears.com so had to have it. ordered and expedited the shipment because baby shower was coming up following weekend and wanted it there. here comes the date it was supposed to arrive, nothing. called customer service, all i got was oh i don't know why you haven't received it...just giving me the run around. week later and still no car seat and I'm due in 2more weeks.
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Loss:
$125
1 comment
Guest

I thought you said it was for a baby shower and not yourself.

Get your story straight.....

Anonymous
map-marker Richardson, Texas

WARRANTY R------------RIP OFF

SHORT AND SWEET. I BOUGHT FLAT SCREEN AND 250.00 EXTENDED WARRANTY. NOW 8 MONTHS DOWN THE ROAD. I USED THE WARRANTY AND STAMPED IN "RED" SECRETLY" TO MY SUPRISE "QUOTE". A ONE TIME REPLACEMENT ON "CERTAIN" PARTS "I FORGOT TO TELL YOU THIS "DURING" THE SALE PARTS. WELL "SUPRISE". I WILL GO TO SEARS OR BEST BYE .BEST BYE ALWAYS DID ME RIGHT. THEY DO HONOR THERE WARRANYT'S. NO PEA AND SHELL GAMES. PERIOD. THANKS ALOT. HI HO ,IT'S OFF TO SEARS OR BEST BYE.I GO. THANKS FOR THE LESSON.. I GOT FRIED.. AN X CUSTOMER
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Christy B Xrl
map-marker Stone Mountain, Georgia

Question of integrity

Dryer quit heating. Had service person look at it for $129. Decided to purchase new dryer - changed mind within 5 minutes. Service person - young man from Villa Rica/Douglasville, GA area, got on his phone with his tech manager - had conversation - asked how he was supposed to take change off his computer - after conversation, technician and I discussed how he ordered parts (we had not paid for them yet), how parts would be delivered - how Sears would call to set up repair date. 3 weeks later - no parts - no service call - no nothing. Husband called customer service - no parts ordered - customer declined service. No mention on their computer of how customer changed mind within 5 minutes of declining service. After 3 more calls on same day - final call being the number listed on this site; we got parts ordered, service day set up, and was told that there would be no more cost. Great! Today service to dryer was supposed to happen. Same service tech called to make sure I understood there would be a $70.00 cost. I said no because of call mentioned earlier. He had to call his tech manager - tech manager called customer service - customer service called me in the iterim - said I would have to pay the cost, but I would be reimbursed by Sears - could not provide anything in writing (email) that would confirm this agreement. I called technician to let him know what was going on - during this conversation, he basically said that once I declined service initially, he could not do anything else. My question to him was "Why didn't you tell me that in the first place?" He said he did; so in essence, he is saying I made up all the details of initial service call. This family will not do business with Sears ever again. I now understand why Sears is having financial trouble and why so many people have complaints about them. It is sad that such an old company cannot treat customers better than this. I will not tolerate others basically saying I lied about an event that took place. Customers are not always right with Sears, so maybe someone else will appreciate our business more. I will say that I have been a faithful customer with Sears for more than 30 years. They are great for saying sorry, but they are not great with communication and honesty.
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Loss:
$129
1 comment
Guest

MAKE SURE YOU GET THE MISERABLE SALESPERSONS NAME. DEMAND THEIR CARD. GO TO ANOTHER STAFF PERSON TO GET THE NAME OF THE OFFENDER IF YOU MUST. TAKE NOTE OF WHAT OTHER STAFF HAVE WITNESSED WHAT HE HAS SAID/DONE. Go straight to management and beyond. DO NOT STOP. DO NOT BE BRUSHED OFF. TELL THEM EXACTLY HOW ANGRY YOU ARE. Go RIGHT TO THE TOP AND HAVE THE JERKS JOB. THEY DESERVE TO BE FIRED OR THEY WILL KEEP ABUSING PEOPLE AND LAUGHING ABOUT IT AFTER.

I AM A FRIENDLY, POLITE, KIND CUSTOMER BUT AFTER TOO MUCH NONSENSE AND ABUSE I LEARNED TO TAKE ACTION AND STAND UP FOR MYSELF WHEN I AM ABUSED. I do this whenever I am mistreated by salespeople or customer service staff anywhere and I get results. I HAVE HAD PEOPLE FIRED. THE MANAGERS WILL TELL YOU THEY ARE REPEAT OFFENDERS WITH MANY COMPLAINTS IN SOME CASES BUT I WILL BE RELENTLESS AND DEMAND THEY ARE FIRED IF THE ABUSE IS SERIOUS SUCH AS TELLING LIES ABOUT WARRENTIES, BEING NASTY OR MAKING SEXUAL REMARKS. BE A PITT BULL. BE RELENTLESS. REPORT THEM TO ANY CONSUMER CENTER AND ALL OVER THE NET. If you did nothing wrong and are treated like dirt, go for the jugular and have the *** fired. Make sure you let everyone you deal with know you will report the TRUTH to family, friends, co-workers and the internet. If it's a SERIOUS ISSUE like you have been cheated financially, TELL THEM YOU ARE GOING TO THE MEDIA AND THE BETTER BUSINESS BUREAU AND MAKE SURE YOU DO IT. It is the only way to get rid of scummy salesmen who lie, abuse and and treat customers like trash thinking they can get away with it. DO IT A FEW TIMES AND YOU WILL FEEL CONFIDENT EXPECTING THE BEST TREATMENT THAT EVERY CUSTOMER DESERVES. VOTE WITH YOUR $$$ AND BOYCOTT ANY BUSINESS THAT ABUSES OR CHEATS THE CONSUMERS. PUT THEM OUT OF BUSINESS.

***I WILL ONLY SUGGEST THIS IF YOU DID NOT START UP TROUBLE OR ACT BADLY YOURSELF. THIS IS NOT A WAY FOR A MISERABLE CUSTOMER TO GET REVENGE. IT'S FOR THE POLITE, HONEST, DECENT CUSTOMER WHO HAS BEEN ABUSED ONLY.***

Cindy O Nyf

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Edison, New Jersey

4-6 weeks without dryer - waiting on Sears repair

We called for a service call on our dryer due to a strange noise it was making on February 1 - soonest the repair person could come out was Feb. 10, which was rescheduled to Feb. 18 due to bad weather. On Feb 10 our dryer totally stopped working. We called to bump up our appt but were told they could not accommodate our schedule. We know what will happen - the repair person will come out, diagnose the problem, order the part which will be shipped to our home and then we will have to call back for another appt which will take another week or so to happen... what is the benefit of having the extended warranty? I could spend the same money and have my dryer fixed and running by a local repair company within days.
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Anonymous
map-marker Denver, Colorado

Sears HVAC system never worked reliably

After spending five figures on a new furnace and air conditioning system a mere 16 months ago, I can attest with all the others that Sears should not be used for HVAC work (or any other improvement work). 1) System was incorrectly sized. Multiple external parties have confirmed that not only was the workmanship of the install poor, but the system was not accurately sized for my house. 2) Sears went through three subcontractors during my install. Each one felt like starting from scratch. The end product has never worked properly. 3) When the system failed to work properly, contacting sears for repairs became impossible. Example, my furnace stopped working when temperatures outside we under 0 degrees F. Sears told me it would be six days before they could have someone out there. They also told me if I had anyone else touch the system, all warrantys would be VOID. How is that for scare tactics? 4) Sales team and install project managers refused to talk to me even after I had confirmed by outside parties that they incorrectly built the system. 5) The Sears complaint escalation tree is worthless. Everyone feels bad for my situation, but remedies are never suggested or accepted (if suggested by me). All-in-all I would recommend you stay as far away from Sears Home Improvement as you can. Don't be fooled into thinking that a large company will be able to provide better pricing or support than small local companies. I myself was worried that small local companies would declare bankruptcy rather than provide warranty work, a fact i've seen personally before... Sears doesn't have to declare bankruptcy to not support its customers; it only has to make obtaining that support unfeasible.
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Loss:
$15000
9 comments
Guest

Had a similar issue with hvac. 8 months after initial problem call and still no service.

Where has customer service gone? I will never spend another penny in a sears or kmart store EVER.

Guest

Update to the issue, unit has failed local county inspection at Sear's request...ironic, now it is my fault they have not been able to repair as I want my money back. I do not want them attempting yet another repair of their errors.

Just to wait till next summer when the unit will not work. It hasn't yet.

Yeah I won't shop at Sear's nor Kmart, neither store has anything that I could not get somewhere else cheaper. I can't wait to see the bill when I try to sell my home and have to totally replace for the new owners at my expense....LOVE IT THANKS A BUNCH!!!

Oh and I plan on telling everyone in the world!

Leor Fhf
reply icon Replying to comment of Guest-338310

Jennifer Sands again with update, Trying to sell or rent the home, and it did not pass inspection. Just spent an additional $1,865 to have a real HVAC company come in and re-install the Sears system to finally stop the leak. I am going to SUE!

Who would like to join a CLASS ACTION SUIT?

Guest

I am in the same boat as well. the HVAC was a good product, the installer destroyed mine.

Now Sear's does not care to repair. 6199 for unit less then year and 1/2 old and I had to go buy three portable air conditioners to cool the house as the central unit is dead. Stay away from Sear's they are no longer a worthwhile company to deal with.

I really wish I had done more research before my purchase, but come on man it's sear's they stand behind their products right? NO they don't!

Guest

@jmmblckd: You don't know what your talking about. Kenmore is made by ICP, owned by Carrier which is owned by United Tech.

Any HVAC brand in America is likely made by one of only 4 or 5 manufacturers. And Sears uses contractors LIKE EVERYONE ELSE because it's easier to get rid of bad ones if they have to.

Sears isn't perfect but I've had good experiences with them. They were the only ones who correctly diagnosed a cracked heat exchanger in my furnace, a potentially deadly situation.

2 others wanted to replace parts like gas valves for $600, said the furnace was safe. Thank you, Sears...

Guest

thanks for the comments. looking at replacing hvac and ductwork. will avoid those losers.

Guest

I am in the same boat. I had my HVAC installed last year.

I experienced it myself after spent countless days and hour on phone. I will never spend a penny at Sears.

Guest

sears use contractors because the kenmoore logo is a fake your hvac may be a carrier or york are who every has the contract to sale the system to them in that statethey just take the logo of the unit of and replace it with a kenmoore logo

Guest

We are in the same boat,must get the word out maybe we can help other by letting them know.

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Anonymous
map-marker Orlando, Florida

Sears will not pay for re-installation on defective NEW garbage disposer

I have been purchasing Sears products for 30 years...this is the worst experience. Purchased a Kenmore 1hp Food Disposer (model #1756**** Serial # 0912101****) and the following day had a plumber install it. The item was defective from the outset and I immediately called the Sears Warranty group. The nightmare starts now...2 hours on the phone with 6 different people and everyone was kicking the can down the street...the result is that Sears will not pay to reinstall they will just replace the product...so for a defective item that I never used I will have to pay for re-installation charge... My advice is to not purchase any Sears product unless you intend to have Sears install it for you...unfortunately they do not say that in any of their documentation on the internet...As a result I will never buy a Sears product...
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3 comments
Guest

I have to agree with "wow" and "really". Our expectations are really getting out of hand.

Unless you ask, take interest in your investment, make an educated purchase, find out the facts, unless you do all of that you cant blame anyone. No one will tell you what they wont cover, they barely tell you what they will, if anything.

Its like going to back to the dealer and saying: "No one told me that if I didnt put gas in the car it would leave me stranded... who's paying for the tow?" This might be obvious to you, but not to others, just like the fact re-installation wasnt covered is obvious to me but not to you.

Guest

They do not need to spell out that they will not cover you paying someone else to install it. They will honor the warranty on the product and replace that for you, but unless they STATED that they would cover the installation then your expectations are unreasonable.

Guest

You bought a product not an installation. I can't imagine why you think they would pay for a re-installation, they are not responsible for the installation in any way. Ridiculous.

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