Sears Reviews and Complaints
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Sears Customer Service
I purchased a Craftsman weedwacker and while assembling it I noticed that a trimmer head listed in the parts manifest was not in the box. I called the number listed in the owner manual for damaged or missing parts to request the missing trimmer be sent to me. The first customer service representative did not know how to order a part to be sent to me so he transfered me to his supervisor. I explained to the supervisor that I was missing a trimmer head and could he send me one. The supervisor said he would SELL me a trimmer head but he would not send me one for free. I calmly asked him to look in the owners manual for the parts listing and see for himself that a trimmer head was included. He said the manuals were generic and printed for all weedwackers and therefore didn't apply to my weedwacker. I told him that the owners manual cover only specifies my weedwacker and the Model number is referenced throughout the manual. At that point the supervisor became very indignent and rude and starting calling me *** for thinking he was going to send me a trimmer head for free. He then rudely asked me if there was anything else he could do and I asked him for the address of Sears Customer Service as I was going to file a complaint about my treatment by him. He quickly rattled off an address that I couldn't even understand and humg up. To say the least I was very angry with Sears. I have purchased many products from Sears for years and have previous to this incident been very satisfied with them. I started searching on the Internet that evening for the Sears Customer Service department address and came across this site. I started reading some of the complaints and noticed that there were responses for Searscares.com that seemed to address the complaint issues. So before writing a complaint on this site I send an e-mail to Searscares.ocm about my problem with the weedwacker and Sears customer service not really expecting too much. To my surprise I received an e-mail back from Andrea at Searscares.com telling me she would investigate my complaint. After some more e-mails and telephone calls between Andrea and myself she informed me she could send me a Sears gift card in an amount sufficient to purchase the trimmer head at my local Sears store as a resolution to my complaint. Since all I wanted was the trimmer head this was satisfactory to me. Andrea also apologized for the manner in which I was treated and told me the Customer Service Representative would be spoken to about his unacceptable behavior. A few days later I received the gift card in the mail and then a followup telephone call just to confirm that I was satisfied with the resolution of my problem. So give Sears a chance to resolve the problem by contacting Searscares.com. I know that Andrea helped me resolve my problem and restored my confidence in Sears as a customer. Dave
Sears in Indianapolis, Indiana - Refused to take care of re-order problem they had created.
Sears ordered parts for me for my tiller at their store. when I went to pay for it realized they charged me for shipping to my home address, asked about this and they said that was the way they ordered parts. That it had to be sent to my home. When parts arrived was the wrong parts. I had given them the correct information, directly from the tiller. took parts back to store, explained problem of wrong parts, their response was for me to deal with it. I explained that I had them order just so no problem would come up. I then told them I felt they should take care of reordering and sending parts back, Their response was "Its your problem to deal with not ours". Sears may look back and see that I have been a very loyal customer for over 40 years all of my appliances etc have been through them . This will no longer be the case . Sears needs to learn about valuable customer service. When the question is ask, what happened to Sears take a look at complaints about managers, complaint resolutions, and product quality. to bad a good company gone bad.... John Bingaman
Sears Shipping Service
Sears in Tampa, Florida - Why do I have to talk to 8 people just to get an Estimate on an Air Conditioner
I had to talk to 8 different people and was give 3 different phone number just to have someone come by home to give us an estimate on a new central AC unit and windows. I AM READY TO SPEND GOOD MONEY! I even started calling around the SVP's at the company to let them know how much of the run around I was getting. Admins didn't want to talk to me and I was transfered from one voicemail to another. Sears remove your head out of your *** and help a potential customer out!!! I guess they don't want my business.
With Official Company Response
Sears My Home
Sears MY Home repair is unreliable. I will never again buy a Sears item that might require in home service. My lawn tractor was scheduled by Sears to be repaired May 4. That day, Sears called to say that a tech had a family emergency and the repair date was cancelled. They did not offer the day after for a repair, but May 29. After some arguing they scheduled a May 15 date. Sears MYHOME schedules appointments at their convenience, not at the convenience of the customer. Further, I cannot find the name of the executive in charge of operations or the name of the president of the company to e-mail.
With Official Company Response
Sears Automotive in Minnetonka, MN was supposed to fix my left rear wheel bearing and in the process broke my ABS (antilock brake sensor). After they damage was done they called me to tell me about it. Now they are saying they are not responsible and I am responsible...
Sears Kenmore Appliances Last Only 4 Years
I purchased two Kenmore refrigerators, one for $700 and one for $1800 and a Kenmore washer for $600 all of which broke down in about 4 years. My husband was able to repair the $600 refrigerator and is working on the other but if it turns out to be the computer it doesn't pay to repair it so an $1800 refrigerator is garbage. The washer drum frame completely rotted away and even though the drum has a lifetime warranty, you are not allowed to just get another drum and repair it yourself, you have to let Sears do it at a cost of $129.99 plus the cost of any extra parts needed which they cannot tell you the cost of and you have to pay the $129.99 just for the repairman walking in the door. So if they nail you for another couple hundred in parts you are stuck. So the washer is also garbage.
Purchased a new Sears Die-Hard Platinum battery for my 2004 Chevy Pickup. After sitting for about 7 days, it was completely dead. Took it back. They gave me a new one saying the first one was defective. The second battery did the very same--dead after 7 days. I took it...
Sears in Nashua, New Hampshire - Delivery of scratched and dented refrigerator
On 5/3/10 a delivery of a refrigerator was done to our home. The warehouse is located in Kingston NH and we cannot believe the gross negligence taken by these people. The delivery men opened the box and the refrigerator had several dents and scratches on the doors and handles. These had to be noticed by the warehouse personnel as the product was re-boxed for delivery. I feel that some kind of compensation for my trouble (a gift card or no charge for delivery would be nice). Apologies are not good should not have happened in first place.
Our "top of the line" Sears stove broke March 28, oven will not heat. Sears has changed appointment twice to come look at stove, finally got here on April 22nd to look at stove and order parts. Now have changed the appointment to come and put in parts!! Going on 6 weeks without a stove!! When you call customer service they read to you off a script and talk in like you are inconveniencing them!! I will NEVER buy another thing from Sears or K-Mart due to the poor customer service I have recieved!!! Daisy in customer service was rude!! If I ever talked to anyone like that in my job I would not have a job!!!
Sears in 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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