Sears Reviews and Complaints

sears appliance repair - they tell you they`ll be here between 8:00am and 5:pm so you wait all day and they don`t have the part so you missed work for nothing, and they make another app. for the next week, then they forget to assign it to a tech. 3 of my appliances needed new parts its been 4 weeks and 3 techs later and i still am waiting for my icemaker to be fixed he was here today but once again didn`t have the part!!!! sear used to be a great place to buy appliances because of there service! sears ain`t what it used to be!!!!!

I purchased a dryer for my elderly parents and arranged for it to be delivered and installed. The installer did a poor job, resulting in the dryer vent collapsing into pieces after one use of the dryer. Who is going to fix that--my 90 year old father or my bedridden 88 year old mother? Well, not Sears for sure. After 30 minutes on hold and being shuffled from department to department, I gave up and went to the Net. If you buy from Sears, DO NOT accept their installation services. Find a trusted handyman or friend to do it. Sears installation services is WORTHLESS!! And customer service is a joke. DO NOT pay for them to install your appliances. And if you are disabled or elderly, call your church or your family for help. It sure won't come from Sears.

I purchased a Craftsman Professional Grade lawn tractor in 2008. I bought the extended warranty (luckily). In 2011 the front axle broke. Completely broke in half. It took the service technician 43 days to fix. He showed up the first time and didn't have the part. He had to order. Then the part was on back order. Finally the part came in. That was in June 2011. Now it's November 2011 and the front wheels are out of alignment. Called a tech to come take a look. He said the tractor hit something and bent the frame. I was unable to be at the house when the tech came over but my wife was home. She said nothing was hit and he got into an argument with her saying it was our fault. Needless to say he left without fixing the mower. I called and complained until I got the corporate office. That was an experience in itself because when you call corporate you always get an answering machine no matter what. So you have to leave a message and wait until they call back. They sent another service tech out, who conveniently works with the first tech, and he agreed with the diagnosis - we hit something and that's why the frame is bent. I DIDN'T HIT ANYTHING! The tractor is not professional grade. All I did was cut my grass. The tractor is still covered under warranty but they won't fix it. Please, whatever you do, do not buy any Craftsman product. Save yourself the headache. I am seeking legal counsel now to see what my options are. I will keep you informed.

I have been shopping around for a tablet for a birthday party. Thinking Sears would be my best bet I get online and start shopping. I find the perfect tablet and decide to call and see if it's available online rather then wait for shipping. I call the number and get some man from who knows where speaking not even half broken English while it sounds like all his crew mates are having a party in the background. The conversation continues with him not understanding I simply want to know if it's available in the store and we play cat and mouse for about 10 minutes to long when I asked to talk with someone who can speak a little better English, he gets offended. I could not understand a word this man was attempting to say. I also do not understand why we are hiring folks like this to handle our business. After going back and forth with him for about 20 minutes before he understood what I wanted, and me being extremely frustrated because I can't understand him and his crew mates are having a small party in the background which makes me unable to hear him he has the nerve to ask me if I would like to give my credit card info and order it from him since they don't carry it in the store. I am left wondering why Sears isn't giving these jobs to Americans and why the *** Sear's would think I would give my credit card info to some guy who doesn't speak English and is high fiving his co-workers while they celebrate because some *** American just gave them their credit card numbers. Sears...with all the scams and identity theft do you really think this is a good idea. You have lost me as a customer, hire people that can at least communicate with your customers!

Went to Wal-mart for the product, they were out until next week. We were in the mall and decided to see if Sears also carried the same product. They did but the price was $30 higher than Wal-mart. We asked the sales clerk if we showed her proof online the Wal-mart price if she would match it. Using their 'Competitor' computer....We brought up the Wal-mart price. The website showed the price. The sales clerk clicked the link to show a store in the area that carried the product. The site was messed up & could would not show if the product was 'in-stock' anywhere. The sales clerk said she could not give me the Wal-mart price if we couldn't prove they had it 'IN-STOCK'. We asked for a manager. She said that is the policy of Sears, if it can't be proven it is 'IN-STOCK' they will not match any price from any competitor. Hmmm... They will loose a customer over a $30 difference, which is mark up anyway!!!! WOW!!! I will NEVER SHOP SEARS AGAIN!

i am from Egypt, i placed an order on Sears.com [Order#: 280707646 for some clothes on Oct. 2011, the order to be shipped to States address then this states address will directly send to me, the order was to be sipped on two times, at first shipment they wrote wrong Address to UPS so the order sent back to them & i received the second order, so Sears have to refund me about $ 130, as i received one item out of 6 & the refund had to be on my visa, they sent me an E-Mail that they will refund only $23 & by check to Aramex Account , while i should have my money refunded back to my visa!!! My Experience Don't order Again from Sears on line they have very bad Customer Service & Logistics & they don't care about Customers Problems. Ahmed Wahb 00201065512798

We purchased a new refrigerator on 11/16/10. It was a floor model (Kenmore Trio) but not discontinued and was purchased as a new unit with a new unit warranty. The unit was still in production at the time we purchased it. On 10/8/11 the icemaker on the unit went out. We got an error message and called customer service. They said that according to the error message 2 new parts were required and set up a service appt for 10/17. A few days before the 10/17/11 we received an automated phone call telling use to call a different 800 number regarding our service appt. I called the number and spoke with the must rude and disrespectful person I have ever dealt with. He was flippant and rude. I asked to speak with a manager and he continued to be rude. I repeated that I wanted to speak with a manager and he asked me if I believed in God. Again, I simply repeated that I wanted to speak with a manager. He said that he doesn't believe in anything because he is Atheist. I again said I wanted to speak with a manager and he either hung up on me. I immediately called back, spoke with another person who was kind and helpful, rescheduled our service appt for 10/21/11 and then transferred me to a manager so I could tell her about the person I spoke with earlier who was rude and disrespectful. Again we got an automated phone call a few days before our appt telling us to call another 800 number. I called and was told that the parts were not in yet and we would have to reschedule. At this point they told me that we could not reschedule because the parts were on backorder and they had no estimated time of arrival. On 10/22 my husband and I both called the Sears Consumer Relations number to try to find out what was going on with this. We were told that they were trying to locate the parts but at this point were unable to do so. I was told that if the parts did not arrive by the 25th day that they would replace our unit. On November 1, 2011 (day 25) I called the consumer relations department again. I spoke with one woman who was very rude. She spoke to me as if I was a child and when I asked to speak with her supervisor she said she didn't have a supervisor. When I asked if she was the CEO of Sears she said no, so she has to have a supervisor somewhere. I repeated that I wanted to speak to a supervisor and she either hung up on me or put me on hold never to return. I called back and spoke with Tiffany who was helpful. She initially offered to extend my warranty for 6 more months and was again going to "search for the parts." She then spoke with her supervisor (she had a supervisor and is in the same dept as the last woman I spoke with) and said that since this had been dragging on for so long that they could replace my unit. Great! She did a search for my refrigerator and discovered that it has been discontinued. She then said that they would offer us a new unit, but would only give us our purchase price toward a new unit and we would have to make up the difference on any unit we purchase. We searched long and hard for this particular refrigerator because we wanted maximum freezer space and have a drywalled nook that the unit has to fit in which is only 35 inches wide. The only comparable unit that Sears carried on 11/1/11 was almost almost $800 more than what we paid for our unit. We simply do not have that money. If we had that much money to pay for a new refrigerator we would have done so in the first place. Tiffany told me to look at the stores and see if they have anything I am not seeing online. I did check my local store and they had nothing close to the price of our refrigerator that is a comparable unit. After a few more phone calls I decided to go into the store and speak with a sales person to see what the price would be for a new refrigerator. The salesman told me that he would price match and beat any identical unit I could find. I found one on sale at a competitor and he said he would honor that price and give me 10% of the difference. He looked up the unit and discovered that he could not have it delivered until 1/13/12. I am actually okay with that if I know that there is a resolution date for this issue. My husband and I would have to put in an additional $100 but we are okay with that to get this resolved. We can swing $100. (On top of that the competitor offered a complete 4 year extended warranty for only $100 more.) So I went home to call the consumer relations department back and find out how to proceed since we are doing this as a warranty issue. I spoke with one woman who was again rude. I asked her to speak with a supervisor and she told me to hold for just a moment while she put in a request for a supervisor call back. After 5 minutes I hung up. I called back and spoke with Kawanna who claimed to be a supervisor. I told her of the price match I wanted and she said she would have to call the competitor to see if they had it in the store because that is the only way they could honor the price match. Well the competitor has it available for shipping, but not in the store. Of course, Sears cannot deliver the same unit until 1/13/12 while the competitor can deliver on 12/5/11 but Kawanna said they still would not honor the price match. So still I sit here with a refrigerator that is less than a year old and under warranty not working properly. Sears is unable to locate the part to repair it. Sears discontinued the unit I have, so it should be their responsibility to replace my unit with a unit comparable in style and size, not price. Again, Sears is not willing to help. My family has always purchased Sears appliances. My Dad was a Craftsman man and believed that the only kind of tools to have were craftsman tools. He literally had tens of thousands of dollars of Craftsmen tools. All of the appliances my husband and I have purchased are Kenmore as are all of the appliances my parents purchased. At this point I will never again purchase a Kenmore or other appliance from Sears because they do not honor their warranty and their attitude seems to be that they have your money and they no longer care about the customer. If Sears cannot locate a part to repair my refrigerator and won't honor a price match or replacing my unit with a comparable unit then Sears should give me my money back so I can go purchase the unit from their competitor who can get it to me more than a month before Sears and will give me a 4 year extended warranty for less than $100.