Sears
Reviews and Complaints
www.sears.com
Anonymous
New York, New York
Fed up with Sears
Sears has got to be the worst run company and have the worst customer service department. i purchased a dishwasher from them and have pages and pages of notes to myself on how I arranged for delivery, arranged for installation (separate from delivery), and arranged for repair. The unit was installed incorrectly by their people and now i have to deal with Sears again to have them replace the unit. One department tells me (in a email) that the unit will be replaced and installed on the same day. Installation tells me that the unit will only be delivered and that I have to set up an appointment on another day for installation. All I get from Sears is discussions with people in India and occasionally America. I will NEVER buy anything from them again.
2 comments
C.Barbero B
San Anselmo, California
Sears Kenmore 1800 4 MY HOME/One Source
After doing LOTS of research, 15 months ago we bought a Kenmore Side by Side and just discovered cracks in the liner. Called Sears, we then had to pay to have a repair person say the only thing that could be done was an epoxy to cover the cracks that have already discolored the liner.
A BANDAGE!
Then called One Source after an hour of transfering & finally talking to a rep, we were told that it was no longer covered under the 1 year Kenmore warranty & without an extended warranty they could help by putting an epoxy on it.
THIS SHOULD HAVE NOT HAPPENED!!!!
Loss:
$1550
3 comments
Anonymous
Benicia, California
Lacking Consumer Support
I have more than once written e-mails to the different sites within the Sears headquarters thinking I could get an answer. I have yet to have any direct answers given from anyone within the diffident departments the e-mails were sent. Case and point, bought a used tractor mower which the person listed as a GT3500, ask for information on that unit. The reply I received was asking for a model and serial number of the unit, not that Sears didn't list any mowers with the number of GT3500. It turn out to be a GT3000, the seller had made a mistake on the model number,when listing it.
Loss:
$150
Anonymous
Elmhurst, Illinois
Terrible delivery service!
Our old dryer went out so we went to the Sears Appliance Outlet to see what they had. Found a great deal on a dryer and paid for removal of the old and delivery of the new one. Sears Home Delivery called to say that they would deliver our dryer between 2 and 4pm. At 4pm no one had still showed up and I had not received a courtesy call to let me know that they would be late. I called the 800 number to find out where they were since I needed to leave to pick up and take my children to a music rehearsal by 4:30pm. The person on the phone informed me that they were on their way. I explained that I needed to leave very soon and I didn't think there was enough time to remove the old dryer and install the new one. He said that they should be at my house right now. I said that I was sitting in my house and no one was there yet to deliver anything. I said that I needed to have the dryer delivered the next day and would like it to be the first delivery. He said no way was that possible. I said that I was told a time by Sears that they would be here, they did not come when they said and I never received a call to let me know that they would be late like most reputable companies do. He said there was nothing he could do. I asked to speak to the supervisor. After waiting on hold for at least 10 minutes, the supervisor proceeded to tell me that they could re-deliver the dryer in two days. I said no, that that was not going to work for me and I wanted a refund on my delivery. He said he could not do that, but he would give me a $50 Sears card. I said no (why would I want to shop at Sears again?), I wanted my dryer delivered first thing the next day and I wanted the fee refunded. He said no. I called the national line to complain, but all they said was that they were sorry. I think Sears customer service stinks!
2 comments
Anonymous
Miami, Florida
OMG _ Me too! I'm a single mom about to lose my job over time off waiting for Sears!
I just did a search for One Source since that is who Sears directed me to and this caught my eye. My microwave is less than a month old and never worked properly. They want to send a service person out to verify that it doesnt work then they will order the parts necessary to fix it and then they will send someone out again. I cant take this time off. I explained that and I paid a lot for my Sears appliances. I've bought 4 full sets of kitchen appliances over the years and I get a repair not a replacement and at least two home trips to avoid the restockiong fee! When I asked for the supervisor the call center employee, "Rene" said that was a personal question and refused to give it to me. Sears is Kmart - tacky and small minded.
3 comments
Eusebio Xrp
West Haven, Connecticut
Infuriated with Sears Repair service!
I have now wasted three days off and have to plan for at least one more day to fix my washer. This washer cost me over $1200 about a year and a half ago and it broke down six weeks ago. I have spent three days off waiting for my three 8 hour windows that the repairman made. I have to spend yet another day off because the Sears policy was to ship all repair parts to my house to save them some space. The last two minute trip that the repair man made to my house was to discover that a part was damaged during shipment and had to be reordered. This COMPLETELY Pissed me off as I had already wasted my third day off to accomodate Sears policy of 8 hour windows and home delivery of parts. The second trip to my house was a total waste of time as I sat and watched the phone until I thought I would burst and had to take a bathroom break and of course it rang. I just missed the call and immediately called the technician's cell phone back and got voicemail. I left a message and called the service center immediately. They assured me that the service person would arrive. Five hours later I called back and was informed that I had been cancelled!!! I went nuclear on the service center and they told me that the technician could not check his voicemail on his cell phone. I retorted that I was not a complete *** and yes, you can check your voicemail on a cell phone (that's the whole reason to have voicemail!!). Then they told me they tried my work number as an alternate number and I did not answer...... DUH!! I'm not at work because I an at HOME!!!!!!!!! Then they told me I violated policy and procedure by not answering my phone..... What policy? Who's procedure??? I got so pissed I called the Chairman's office and was referred back to the service center. I ended up calling my store, the manager is actually a nice guy and cut through the red tape and referred me to One Source, the service entity that can get things done. I now am awaiting my fourth visit from the technician after about seven weeks without a washer. The best thing that Sears could do was to say we'll send you $75 for your troubles. AHHHHHHHHH!!!! Four wasted days off, 12 trips to the laundry service at $70-$80 per trip. That's all the could do? The rest of the repair should be free because they have fouled things up in a mammoth fashion and cost me dearly.
1 comment
ntmills
Sacramento, California
Cured of Sears Forever
I experienced some of the worst customer service in my life at Sears this past Saturday. In fact, it was so bad that my huband and I immediately left the store and spent $200 for the same item at Lowes. Long story short -- On Friday I called for the Arden Faire store in Sacramento, CA to get a price quote on a washer. My husband and I went in the following morning at 10:00 am to purchase it and were told that the price quoted to me on Friday was a sale price and had only good through the end of that business day. The washer was now $70 more than the price I had been quoted. I explained that had I known the price would change I would have come in the day before and asked that the store honor the price quoted by their employee. The salesperson said that the manager would have to okay that and called him. When the manager arrived, this young man LITERALLY looked down his nose at me and said that no, he could not honor the price quoted by his employee the day before and walked away. Let me say that I had received excellent service from the Sears repairman on 5/15/08 and the floor salesperson on 5/17/08. However, my experience with THE MANAGEMENT was rude, unhelpful and most important WITHOUT INTEGRITY. Again, we spent $200 more at Lowes for the same item with pleasure -- and I'm a dyed in the wool price shopper. We're cured of Sears for life and my husband wrote a letter to this CEO.
1 comment
Anonymous
Brooklyn, New York
Sears technicians are not dependable
I bought a sears kenmore front loading washing machine with a 5 year extended warranty. From the beginning, it breaks down every six to eight months. When I call the service to get it repaired, sometimes they come and sometimes they do not. When I call to complain itthey don't arrive, they tell me that the technician called the house and there was no answer! I explain that I was home waiting for them and that I need to have my washing machine fixed. They try to get in contact with the supervisor of the techs and put me on hold. Then they come back and apologize and say they could not reach the supervisor, reschedule the appointment. Some of the technicians get upset if you ask them for identification, especially if they are not wearing a sears uniform. They automatically leave if they don't have their ID and you have to reschedule. Meanwhile, your machine is not working and you cannot wash your dirty clothes. Beware of sears extended warranty.
Loss:
$700
Artur S Ctv
Columbus, Ohio
Poor Service
On Thur 6/12 at the St.Clairsville, OH store, I made arrangements for the purchase of a dryer. I forgot my $25-off certificate and made arrangements to make the purchase on Friday 6/13. On Friday 6/13 the new clerk stated that she had worked there for 13 yrs and that two dryers could not be picked up. I explained that the store mgr on Thur said ok and the extra pickup fee was $20.00. She called the asst mgr (Alec) and told him she had worked 13 yrs and never heard of a 2 unit pick up. So, the store manager said no. I spoke directly to Alec and he said he did not know who the Manager was the day before and was not going to authorize a two unit pick up. He refused to call the previous manager, or acknowledge the previous arrangement. So, I went to Sears and gave them my $575.00 of business instead.
Loss:
$575
Anonymous
East Stroudsburg, Pennsylvania
Appliances+Delivery=Poor Service & Damages
My wife and I were in the market for a new Refrigerator. We trekked off to Sears' land in search of a unit that needed to be very specific in size to fit in the area of the existing kitchen. We found a floor model that was in pristine condition, and decided on "free" delivery, after the salesperson assured us it would be appropriately wrapped and delivered without any problems... Duh! I worked at Lowe's for 4 yrs, I know how careful delivery is with other people's merchandise! The day of delivery came and I left work to watch "twiddle dee" and "twiddle dumb" not remove the doors/drawer and preceded to lug it in my front door, onto my kitchen. Needless to say, it was heavily damaged on all of the exposed sides! After I pointed out what they had done, they told me all discrepancies had to be noted on the delivery papers; which i did. I then, as instructed, called my salesperson and explained the issue. Apparently her manager was the only one who could decide what to do, and when I approached him to discuss, he told me they would return it and walked away. niicce..! They said they couldn't order parts or Credit me for the damaged exposed case side. I went to searspartsdirect, and looked for the doors myself... Sure enough they are available! The salesperson gave me corporates number and I'm waiting to resolve the issue still!!! We'll see what happens next... Stay tuned
Loss:
$2249
ladybugbug m
Palm Coast, Florida
Sears Service and Agreements
While scheduling a repair I was offered an agreement that would fix the current problem and give a year warranty plus $500.00 towards a new refrigerator if they could not fix it plus $200.00 food loss. I asked will it cover this food and she said yes. I paid for it with my card over the phone. The girl told me I would receive papers in the mail in week or so. When the repair man came there was no record of the purchase. He offered me a year warranty for $100.00 more than the repair charge. Which was about $60.00 more than the cost. I will never buy from Sears again. I already cut my card up. I have 7 Sears appliances, plus tools and compressors and it will be time for news things soon. I will go somewhere else. I was on the phone for days being transfered from one department to another with no results. I was put through the computer everytime. The tech was nice he was here for an hour when I was on the phone, he was shocked. It's the worst customer service ever. Something needs to be done about these companies who sell high dollar items that don't last. The tech told me the service dept was doing real good. Which means they are fixing alot of products that aren't good. Since they record they should check and they will find the girl lied to me about the food loss and that's why she didin't process the maintenance agreement. Other techs came for the dryer and the microwave hood. Both of them cracked the plastic on the appliances while using a srew gun. Sears would not take care of that either. They put you through an endless cycle and say they'll call you back and they don't. Then they blame you. Shame on you Sears.
Loss:
$260
1 comment
Joelle H Wob
Phoenix, Arizona
Sears voided my warranty before even looking at my appliance
We bought an extended warranty on our refridgerator since it was now at 5 years old. As luck would have it, the refridgerator started having problems 10 days after the warranty was purchased. I called Sears and set up an appointment. I took the day off of work and waited all day. At about 4:30 I called Sears to make sure they were still coming and they let me know that they cancelled the appointment. I asked why and they informed me that they service person decided to cancel the warranty, but he would still come out if I would pay him cash. He never even came to see what the problem was. I called a local service guy and my bill came to a total of $105. I'm sure if Sears would have come it would have been much more. Almost all my appliances and equiptment in my home are Kenmore, but i will never shop at Sears again.
kacianne
Elmhurst, Illinois
SEARS? NEVER AGAIN!
I SENT THE FOLLOWING EMAIL TO SEARS "CUSTOMER SATISFACTION" AND GOT A SPIT-BACK FORM EMAIL SAYING, BASICALLY, THANK YOU FOR CONTACTING US AND WE HOPE YOU WILL CONTINUE TO SHOP AT SEARS FOR QUALITY AND SERVICE ... What a joke. 1) I visited Sears Outlet in Melrose Park, IL in early October and spent over an hour in choosing a refridgerator that had a dent or scratch in areas that would not show in my kitchen. The service that night was terrible, and the people who worked there were very rude and less than helpful.. 2) The refridgerator was delivered at 7:30 pm after having a 2:30 - 4:30 window and I had taken a day off work without pay in order to be home when the delivery came. 3) They took my old refridgerator out (in working order but I wanted a larger one) and delivered the same one I had chosen, but it had a new dent in the front in the middle of the door to the bottom freezer. I called the store and they told me the manager would call me the next day. 4) No call came and I called back in four days to be told the manager would again call me the next day. 5) After three more days I called again - the manager was on break and would call me in an hour. 6) Two more days I called him back. He > told me he would look for another refridgerator and call me back within 48 hours. 7) A week later I had to call him back and he told me he had not found anything yet. 8) I called your 800-customer service number, I believe I had somebody in Texas who told me they had 48 hours to resolve the problem - six days later still no call from anyone. 9) I called the 800-number again and got a different state, and they told me they couldn't do anything about it - it was the delivery service problem and they would have them call me back. 10) The next day, after hearing nothing again, I called the manager and he was again on break. He called me the next day and left me a message - I was out of town. 11) I called him back the next day and he told me to go to Sears in Aurora and pick out a new fridge in the range of $1500-$1800 and call him back. 12) I called him the next day, gave him the model number, the product number, and he told me he would call back after lunch. 13) Three days > later I called him back and he said the fridge I gave him was not in the computer. I gave him all the numbers again. I had looked on the internet and verified with your web site that it was available in my area; it was and could be delivered in 6 days. 14) three days later, with no call, I called back and spoke with his assistant who took the numbers and said she would call me right back. 15) The next day I had to call her again and she told me she couldn't find the fridge in the computer. I gave her the numbers again, and called her in a couple hours. This time I had faxed the store the print-out that had all the numbers and the next available delivery date, which was 12/15. 16) She told me she still couldn't find the refridgerator on the computer. When I asked if she got my fax she told me the paper was jammed; I waited on hold for them to fix the fax machine. After 20 minuites it was fixed and she looked at the paper and said they had had the wrong stock number (FOUR > TIMES neither the manager or his assistant couldn't write down the correct numbers ?????) 17) She did call me back and told me she had arranged for the fridge to be delivered on 12/15 - I told her I couldn't take delivery on 12/15, that just the date the computer showed availability. She gave me the number to arrange the delivery date myself, which would be today, 12/22 I again took off work for the day. 18) Last night the delivery department called me and left a message my window was 9:30am - 11:30am. I got up early, rearranged my living room, moved my dining room table, moved the Christmas tree, moved all the presents from under the tree, moved the entertainment stand with my stereo, and put drop cloths from the front door through the living room, through the dining room, and into the kitchen. My food and freezer items have been distributed among neighbors until the delivery, and I put off my holiday shopping until this afternoon when the new fridge was here, and > figured I would have enough time to cook and put all my furniture back into place before my company comes tonight. I had borrowed a cooler for the items I needed to keep in my townhouse and went out early to get a big bag of ice. At 10:50am the delivery service called me to say that the refridgerator did not get to the distribution center in time for todays delivery!!! > > > > I AM FURIOUS! This fiasco has been evolving for ten weeks now, and I will not have this new refridgerator until December 26th! I grew up in a house where the ONLY place to shop for appliances and large purchases was always Sears - no questions asked. What has happened to your company and your customer service? If I treated my customers at my job, I would be fired on the spot! I doubt that I would ever consider buying anything from Sears again, and you can be sure that anyone who ever happens to mention to me that they need to go shopping for anything for their home will listen to the saga of my refridgerator and I will tell them they should reconsider purchasing from Sears. > > > > What makes me so angry that nobody I have spoken to within your organization has so much as said they were sorry, or shown any sign or trying to calm this outrageous situation. > > > > I just thought you should know you have lost a customer, and probably several others whom I come in contact with. Sears just isn't what it used to be "back in the old days." 12/29 Sidenote: The fridge was delivered on 12/26 - it had a broken kick-plate and the delivery man gave me an 800-number to call for them to send one out, and also before I had my food put transferred to the new fridge, the lightbulb burned out!!
Anonymous
Southaven, Mississippi
Single mom almost losy my job because of sears
my dish washer went out 3 weeks after i bought it called sears after a week they sent out some one that said I needed a new motor and it would take a couple of weeks to get in when it came in I took another day off work for them to put it in the guy came back after a another week said the first guy didnt order the right part and it would be 2 more weeks to get the right part.2 weeks later to off once again and the guy they sent didn;t know how to put in a motor so it was 1 more week to get it fixed I left messages for managers but were never returned i am a single mom and almost lost my job taking off so much and whats with then giving you a time of all day to come to your house
Keagen Aam
Toronto, Ontario
Sears Canada 'Ship-A-Gift' Program - DON'T WASTE YOUR TIME!
On January 23, 2008 a crib mattress was ordered through Sears' 'Ship-a-Gift' program. The delivery date was for January 30. On the 30th I received a phone call saying my mattress had been put on the wrong truck and instead of going to London (where I live) it was now in Cambridge. I was told that it should be here by the weekend. When Saturday evening arrived I called the Corporate Customer Service (CCS) line to find out what was happening. I was then told that it should arrive on Monday or Tuesday (Feb 4 or 5). When Tuesday evening arrived and my mattress hadn't I again called the CCS to find out when my mattress would arrive. I was basically told that they had no idea where my mattress was and that I should call back at the end of the week. Friday evening (February 8) I again call CCS to see what's happening and again they still have no idea. I am asked to wait one more week and call back. On Friday evening I was finally told that it would be here on Thursday February 21. I received a phone call on February 19 telling me that my delivery would be on the 21st. I was not going to be home so I called the number provided to make other arrangements and was told that they didn't have me booked for delivery as the mattress had not yet been received here in London. I was also told that it was delivered to the wrong location and needed to be redirected! What? Again? You've Got to be Kidding, Right?!?! Nope! Today is February 25th and this ridiculous ordeal is STILL going on. My mattress STILL has not arrived. Sears STILL has NO IDEA of when it will be delivered to my home. Here's a good one! After nearly 5 weeks of waiting I was just told yesterday (through an email) that I could cancel my order if I wanted to. I told them that after all this time they should be giving the mattress to me for FREE for all the time and effort I have spent on this and to compensate me for my extreme patience (still waiting to see what's going to happen with my request). It should be noted that the mattress that was ordered has NEVER been on back-order so there is absolutely NO REASON why it should not be here. There is one reason and ONLY one reason why I don't have my mattress - because ONE employee who works in shipping who can not read a delivery label correctly. Ridiculous! I honestly can't believe that a company as large as Sears could be so incompetent. Get this one! Sears has a policy that when an item gets delivered to the wrong location they take the item and put it on a truck and let it sit there until the truck fills up and ONLY then will they send the truck back to Belleville so the item can again be sent back out for delivery. This process can take up to a week, possibly longer (in my case, 5 weeks and counting). The reason behind this? Sears needs a credit card number to generate a new order! Hrmm, what's the deal with my mattress then? Sears got a credit card number when the order was placed through the 'ship-a-gift' program so as soon as this item was shipped to the wrong location a new order should have been immediately generated (that is their policy). This would also have meant that I could get my mattress (a gift for our new son) in a timely manner. Apparently this is just another excuse in the long list of excuses that they seem to have when it comes to why items aren't received. I seriously doubt that they will get any further business from either the sender of the mattress or myself as they honestly don't deserve it. Should I receive the gift cards I asked for I will use them! I want to get what I rightfully deserve but then you can rest assured that I will boycott the store - there are plenty of other stores that will happily take my money AND provide me with quality customer service too!
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I havent shopped at Sears in 25 years,It seems their attitude hasen't changed. My last encounter with one of their store clerks was "If you dont buy from Sears where else can you go!!"
Sounds like you talked to at least three different departments, got help from one of them, and now forgot which one of them gave you the help. Should have put that in your notes instead of stirring the pot and getting everyone confused.