Sears Reviews and Complaints
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Sears in Gallup, New Mexico - Installed our air-conditioner/heat unit incorrectly
We hired Sears to install a new air-condition/heating unit. The sub-contractor was terrible, they started the job on June 29 and finished a month later. A year later with water coming through my second floor to my first I find out Sears never installed it correctly to begin with. Now Sears won't take responsibility.. My insurance company is having to go after Sears to get them to pay for the damages. I am still having to spent lots of time and energy collecting information for my insurance company,NEVER will I buy anything from Sears again.
Sears didn't install my appliance correctly and doesn't care.
After 7 feet of flooding in my basement, I need a new washer, dryer, dehumidifier and water heater. Luckily, I only ordered the washer and dryer from Sears. The delivery "team" arrived this morning. The woman smelled like she hadn't bathed in weeks but she did a great job of banging my $1300 appliance down the stairs. It's a shame neither one of them thought I would want the machines hooked up. I called and was told they'd return later today. After 3 more calls, I'm now being told they will be back in 2 days and I will get my refund in 7-10 days. Hopefully, I will be charged a restocking fee as well. One helpful representative suggested that I return them myself if I don't feel like waiting. Sears couldn't give their merchandise to me.
I placed an order with sears. They told me after the order was placed that it would not be delivered until a time in which I could not accept it. I as them to expidite the order or cancel it. They said there was nothing they could do, it was already placed. I again asked them to cancel it and was told they place orders so fast they cannot canel them. This is ridiculous we put men on the moon they can cancel orders. I will NEVER shop with sear again ever. They were rude unhelpful when they made the error. NEVER AGAIN SEARS
Sears in Tyler, Texas - Ordered chair, never received.
I ordered a chair from Cymax through Sears online in September 2011. I've ever received the item, or any responses about the item. It was supposed to be delivered at the latest, two days ago. Three emails to Cymax and two emails to Sears over the past week to ask about the status of my order, and no response from anyone. Finally got help with Sears online chat this a.m.,, and they said they'd give me a refund. Now I get an email that says "Wait just one more week while we try to straighten this out". All I want now is a refund. I don't know if this is Sears fault, or Cymax's, but they are both off my shopping list!
Sears Sales Associates have poor product Knowledge
This past week I purchased a new Sears Washer and Dryer. While I spent an hour on the phone with the sales person I explained several times that i wanted to be certain the gas dryer I was purchasing was capable of venting on the right side of the machine. I was assured several time it was with the purchase of a side venting kit. Two days later as scheduled through there installation "Team" in the Philippines our machines arrived. The delivery men bring in my washer and hook it up no problem. Then they begin to tell me that the dryer needs to be vented on the right side in order to work? I then told the I agreed and that on their truck there should be the vent Kit. Ahhh yes we have it with us but it can only be installed in the warehouse, please call our delivery Team and reschedule. With all the calm I could muster I called to reschedule and was set up for Sunday at 9:00 am So on Sunday I awoke at 6:00am drove to our new home and waited , and waited then at 5 tell 9:00am the Delivery TEAM notified me that I needed to pick a different dryer that will vent because the one that was chosen will not work!!!!!! I lost it and told the nice lady to come pick up the washer and shove it. They did and they just lost a very good customer of 40 years. What has happened to Sears they use to be the best now they are terrible.
Sears in Danbury, Connecticut - 50% accurate - returns are a hassle
I ordered two hardware items (welding tips) from Sears.com. One of the welding tips was delivered to me late and was not what I ordered. I attempted to return it to a local Sears Hardware outlet during my lunch break. I was told that they did not accept returns and that I needed to take it to a full line store at the mall for a credit. Since the item was only $13, I decided it wasn't worth the trouble to fight the congestion to make a separate trip to the mall. I won't be doing any more business with Sears or Sears.com. Their return policy is silly.
Do not purchasea a roof from sears
had sears install a roof 12 years ago......the shingles were cracking spreading apart....i went from a wood roof to the asphalt composition shingles.....well sears workers didn't ventilate properly...shingles coming apart....called ...they did absolutely nothing...the typical run around...i hired experts in the field....had a new roof put on i am now in the process of suing them....they called to settle....but i'm taking them to court....they don't like that...too bad.....court date is 9/21/11 wish me luck..... do not do business with sears....especially roofing or big ticket items...they assume you are not going to go far with them because they are such a big cooperation and they assume you won't fight them....
Atrocious Sears Customer Service
Tried to return the "Anywhere Bed" inflatable mattress and bed frame to Sears in Sault Ste Marie, Ontario (purchased for $267 through the catalogue). Seems Sear's "new" customer service policy is to be completely non-accountable about their products. I felt the customer service women wanted to help and were embarrassed that the store policy absolutely forbid them from doing anything except say "try calling the manufacturer."-even though the product was marketed under the Sears brand name. I had purchased at the end of the season (August 31) in 2010 for the next year at our cottage. On the first use in August, 2011 by my niece (weighs about 110 lbs) the mattress lost air and the frame collapsed. Customer Service employees at Sears would not allow a return since it was beyond the 30 day return time- even though the product was clearly defective.
I purchased a very large item (1,857 dollars total) in June of 2011. I was told to sign up (with this purchase) to Sears "Shop your way rewards" program. I did as instructed since it promised me credit towards their store as a percentage of the items purchased. In...
Sears has tried to survive at the consumers expense
I, too, have had a total lack of care and understanding from the service department customer support team. Except for one very nice and understanding lady whom I reached on my 3rd attempt and 5th month dealing with this fraud! She knew exactly what I was saying and she compared my tech to a mechanic who was trying to rip me off so he could come back to install the parts for yet another couple hundred bucks. Except she didn't document or escalate my call at all. Here is the begining of my never ending mess with Sears. First week in January my 5 month old Whirlpool Gold dishwasher went out during it's normal cycle. A tech (some *** subcontracted by Sears "Blue Team") was sent out a week later than the original 4 fricken hour window. He, in his few words of english, said "trol pan break" after a minute of pushing the buttons in an attempt to magically get another cycle to start. Knowing nothing about appliances, I assumed he tried and received some sort of error code (like the mechanic gets from my cars). That "code" meaning the control panel (computer) had blown. Backing up here a minute.... we chose to purchase all 5 Whirlpool Gold appliances @ Sears because of their new marketing campaign, the "Blue Team" or something even though they were more than Lo*es. Thus convicing me the Big Box stores wouldn't be as accomadating for service if we needed it. Backing up further.... in 99 I purchased the new front loading HE Neptune washer and dryer from Sears for a heafty price at the time. 11 months later I was pleasantly surprised to have Sears call ME to schedule a cleaning, tune up, and inspection before the mfg warranty expired. He called that morning to confirm a 1 hour window. He was on time, sober (a vendor Sears suggested last year to install the gas line needed for the new gas appliances, was drunk and 3 hours late) clean, and very kind. When he was done there was no charge and he refused a tip. I've never had a problem with the washer or dryer to date. That pleasant experience has now become a thing of the past. Thus the new spendy ad compaigne for the "Sears Blue Team". That was the last time Sears showed any real customer service... So after fighting for 7 months a refund for the original service call was refunded. What had really happened to the dishwasher was a wiring harness had become disconnected. My friend came over a few days after the new $200 control panel arrived to install it but thought to check a few thing first since it was so new. As soon as he removed the bottom panel he saw the problem he plugged it in and the dishwasher began right where it had left off. Sears agreed to send a manager and the sub tech come out on the 10 of July to see first hand that I had not even open the box for the new control panel and for us to show them where the real problem was. I thought perhaps they would like to learn from this mistake. Nope. Again, no call, no show. I waited a week in good faith. Nothing. So I called for the 10 time to see if they were going to refund me for the bogus tech that came in January and if they were going to refund me for the unopened control panel. Her reply was a tech could pick up the part and she would - once again escalate my refund request for the 7th time. Ok. So how about the refund for the part? In a very rude tone she said I hadn't paid for the part and would not see a refund for the January Tech visit. "We don't make mistakes. You didn't pay for the part. So unless you return it to us we are going to bill you for it!". I was pissed. Big time. I asked if she showed I had ordered the part - "No. That is why you need to return it to us. The tech usually orders the part.". After another half hour she realizes I had purchased the part after call Sears to order it, only to be transferred to Whirlpool to order it direct. This isn't my first issue. Just one that is on going. Last Nov I ordered our fridge from a local store who would deliver it the next day between 1-5. Never showed up. Called and the *** sold the same one twice to get the commission. We had to wait another 78 days to get one. Then the cooktop arrives, wrong one. But an upgrade. Had to call for service (burners weren't completly torked down causing the DSI not to work on three. That tech offered to clean and inspect the dishwasher as the warranty was to expire in 4 months. For a fee, of course. NO THANKS. Then like the techs always do: "Here is a copy of the survey you might get. Since you were happy with me just put all 5's like I show on this one. Or they may call you to answer the questions over the phone. It is like taking the food out of my kids mouth when people don't answer with all 5's. Know what I mean. Wink,wink". Thank goodness I never responded to their survey call. Would hate to be responsible for starving his kid. What a bunch of putzes. These are the worst examples I care to share. I did slice up my Sears card and just 3 weeks ago got a refund check for the bogus tech visit in January. Still trying for the refund of the control panel. Peace. Be persistant and threaten to file with the BBB.
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