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Never hire Sears ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MARYLAND -- I will never trust Sears with anything else. Sears warranty might be unbeatable, but receiving their mediocre subpar product, unprofessional workers, and threats from management, Sears is not worth my money or time. Sears stated "customer satisfaction" isn't for the customer to be satisfied. Sears said it means amount of damage approved by the industry that the customer has to live with and still pay full price. Of course all the rudeness started after the 5 day period to cancel the project.

Sears is not a customer orientated company from the the beginning to the end process.

The consultant lied about my counter backsplash just to get me to order a whole new wall backsplash (Sep2017). The countertop installers told me the truth Nov2017 (too late to cancel project with Sears).

Sears kept using a manufacturer with cabinet products called "Forevermore" which came damaged on the 3 different install dates.

Since Sears installers get paid after you sign the order of completion, the installers don't look for imperfections in the manufacturers cabinet pieces. The Sears installers blindly install anything and then ask for your signature and get mad if you refuse to sign after you point out the damaged product.

The 1st installers Sears hired (Nov2017), never installed a kitchen for Sears before. Sears doesn't vet their contractors, they just make sure they have insurance for anything they mess up. The 1st installers used drywall for leveling the floor cabinets, drilled a hole in my HVAC system inside the wall, damaged cabinets under the sink, left sink pipe water/sewage in my personal bucket, and left old kitchen outside leaning on the side of my house.

Sears fired the 1st installers and Sears fired the 2nd installers (Dec2017) after the 2nd group stole my property and were verbally rude.

3rd installers (Feb2018), of the new 2nd set of "Forevermore" cabinets, simply installed damaged items blindly again except for one old cabinet they left from the 1st set installed. The cabinets still had damage which they tried to cover up by scribbling a black sharpie marker on them.

Sears stated they're not responsible for what the manufacturer sends. Sears threatened to send remaining bill to collections if I won't pay for the damaged cabinets. Sears eventually amended the contract to change the brand of cabinets from "Forevermore" to "ACC" cabinets (Jun2018) and to do a 3rd cabinet install.

Install of "ACC" cabinets were done Nov2018. Sears was suppose to check over all cabinet pieces prior to setting another appointment date for me and the installers so our time wasn't wasted, but Sears showed up with damaged items again.

All cabinets, regardless of brand, have unstained edges and Sears gave a black furniture marker and a light brown furniture crayon for ME the customer to go fill in all the scraped edges Dec2018. Sears stated that they don't have furniture repair people and it's not their responsibility to finish the product sent by their hired manufacturers.

Jan2019 Sears stated they were ready to correct everything but they ordered the wrong shelves again.

1Mar2019 Sears finally finished without taking care of the edges. I agreed to reduce the final payment by $50 to get rid of Sears and so I can put my dishes off my floor and back in my cabinets.

There's too much to write of what happened but if you ask, I have pictures & emails which was sent to the Attorney General to take my case in mediation with Sears.

Kitchen install takes 3 to 5 days. My undamaged unfinished stained cabinets took over 1 year to complete.

Hire at your own risk. I believe consumers should know prior to spending thousands. You never know who Sears will send to your house but you should know what could possibly happen to you and what to look for.

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Delivery Team Destroyed Chandelier, Sears Refused to Reimburse
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLD SPRING, KENTUCKY -- The Sears delivery team, while in the process of delivering a refrigerator, smashed it into my dining room chandelier, virtually destroying the fixture, along with the door blinds on my entrance door. Such carelessness and recklessness I have never before experienced from a retail organization, which is exceeded only by their lack of accountability.

After two months and countless communications with multiple claim departments, I have yet to receive a penny in reimbursement. Not only will Sears not stand behind the product they sell, but apparently, they refuse to accept accountability for property damage caused by them or their representatives/agents. STAY AS FAR AWAY FROM SEARS AS YOU POSSIBLY CAN!!!

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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

On March 30th, I ordered one (1) back scratcher for $7.99. A few days later, I received two (2) packages in the mail: one contained the back scratcher that I ordered and the other contained three screwdrivers that I never ordered. Neither package had any documentation, whatsoever. When I looked at my credit card statement, I found two (2) separate charges for $7.99. Each of those line items contained the same phone number, 847-286-1940. That number is not-in-service!

When I went back to Sears.com, there was no provision for telephone contact. There was a "help" feature that DID NOT PROVIDE FOR AN ERROR ON SEARS' PART. The not-in-service phone number and the lack of telephone numbers on the website makes me believe that Sears has taken deliberate steps to frustrate its customers. What happened next, confirms that suspicion.

On April 5th, after a long struggle trying to find a phone number, I called 800-349-4358 and spoke to Rob, or Rod, or Bob at extension **. He promised me that he would take care of it within 48 hours. On April 12th, I got an email that said: "In regards to your order number **, we received your request regarding the missing quantity. We researched on your order and we see that you have ordered only 1 quantity. Hence you have received one quantity. We apologize for any inconvenience this may have caused you.If you have any comments or questions, please chat with us now for assistance..."

Notice that the problem went from double billing to there is no missing quantity. Okay, if you only delivered one (1) back scratcher, why was I billed for two (2) back scratchers? I called 800-366-3028 and eventually got Troy who was not helpful. He continued to follow "the script" and gave me every excuse of why the promise made by Rob, or Rod, or Bob was not fulfilled. When I asked him if following his checklist was more important than reversing an erroneous $7.99 charge for customer satisfaction, he replied that he cannot reverse the charge, nor can anyone else.

Troy refused my request for his supervisor. Troy was unable to provide me with the address to make a written complaint, and he was unwilling to make the effort to find the address for a written complaint. He kept parroting the excuse that he has a policy to follow. I wrote a complaint to corporate HQ in Hoffman Estates and received a voicemail from Preston on April 20. The phone number he left, 800-479-6351, put me in a phone tree that did not have an option for complaints or returns.

On April 21st, I got to Denise who said it was the fault of Unique Bargains, a third-party vendor, and that I should call them at 650-279-0778 because Sears has had problems emailing them. All together I have been on the phone over two hours for a $7.99 charge that was totally SEARS' MISTAKE. Rob, or Rod, or Bob did not make good on his 72 hours promise, Sally's email claims there was no problem to fix, and Troy only cared about following the script, Preston puts me back into a phone tree, and Denise says it's between me and Unique Bargains.

On April 23rd, I got an email from Jude ** who wrote: "As the cost is lower than the return shipping fee how about do a partial refund? We can offer 15%. Please contact us back so that we can assists you further. If you have any comments or questions, please chat with us now for assistance." Called 800-366-3028 and spoke to Jam who couldn't take care of it; spoke to Helen who said she'd escalate it and that I'd receive a call back from one of her three supervisors.

On April 24th, I got an email from June ** who said: "For your convenience we have issued the refund of $7.99 for the Order # **. You can keep both the items. Please allow 3-5 business days for the refund to reflect in your account." Is it really this necessary for a customer to go though this aggravation over SEARS' MISTAKE?

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Treadmill Run Around
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MOREHEAD CITY, NORTH CAROLINA -- I found a treadmill in a Sears store but they didn't have it in stock. The associates suggested ordering it online and having it shipped to the store nearest me. It took two weeks for the treadmill to arrive and I picked it up from the Morehead City, NC store. After half a dozen uses, the belt began to fray and I was still within the 30-day return policy so I contacted Sears.com and asked what to do. Patricia (online chat) said it had to be returned to the store it was picked up from so I loaded it into a borrowed vehicle to return it to the store.

I arrived at Morehead City, NC store to return it. The woman, Jenna, was helpful but couldn't "find" the transaction in their system. It shouldn't have mattered since I had the online receipt and the store pick-up receipt. Her manager then told her that they didn't accept returns at the store because they are an outlet store. I called Sears.com for them to verify that this was true since I was specifically told to return it to this store. After an hour on the phone, they said it had to be returned to a full-line store, which is 50 miles from me. This in itself is completely unacceptable.

Since they refused to take it at the store and the woman, Adds, from Sears.com "couldn't do anything more", I was forced to take it to Jacksonville, NC. The gentleman at merchandise pick-up, Jason, was extremely helpful but, again, for whatever reason they couldn't find it in their system even after entering everything from the receipts. He called Sears.com to see what the problem was and the woman on the phone told him it had to be returned to Morehead City, NC store.

At this point, I was steaming mad and he told the woman I was told to return it to Jacksonville, NC. She said she can see where it was noted on the file that it was to be returned to Jacksonville, but policy said it had to go to the store it was picked up from. Finally, I got on the phone with her and said I don't care what she has to say because they can't seem to get their information straight. I refused to leave the store with the treadmill and got on the phone with my credit card company to file a fraudulent charge.

The woman on the phone then said because the order was placed over 30 days ago, I couldn't return it even though the order never arrived in store for two weeks after the date of purchase. It clearly showed the date that I paid in full and received the item at the store.

She argued that it was from the date of purchase so I said if an item was out of stock and ordered online, I paid for it and it took 6 weeks to arrive, I couldn't return it. She said, "well no that's different." No, it's not different. Sears is simply trying to step around their return policy! She then said I should call a technician to come fix the problem. Are you serious?! After sending me on a wild goose chase with incorrect information, I was furious.

The manager at the Jacksonville, NC store was helpful. She finally told me to just hang up with Sears.com and she would refund the money. She couldn't believe the run around that I was given. I will never shop with Sears again. Ever. Side note: Several workers at the Jacksonville, NC store said the manager at the Morehead City, NC store is a liar. They are not an outlet store, they are a home store and they absolutely MUST do returns there.

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Ordered from Sears.com never received products and customer svc is useless
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DECATUR, GEORGIA -- Ordered items from Sears.com. Nine of the items were to be delivered before Christmas and 9 items were to be picked up at the store in Kennesaw.

Items to be picked up at store (9 in total):

7 items were picked up just fine. 2 of the items were unable to be found by the store. They refused to process a refund. They said I had to mail in some receipt they gave me in order to receive a refund for one of those items. The other item, was located a week later and they wanted me to make another trip to the store to pick up the missing item.

Items to be delivered (9 in total).

4 items were delivered. 1 item was a pair of brown boots but in the box there was just a left boot. No one knows what happened to the right boot. Contacted SEARS Customer service and all they could do was offer a refund. They would not ship out a replacement unless I paid them more money. I refused to pay them anything else so they said they could not help me. After I go off the phone with them they processed a refund.

5 other items were suppose to be mailed to me before Christmas. When I went on their website, the 5 items were still sitting in their warehouse on 12/21. Contacted them to see what was going on and why nothing was being mailed to me. They advised that the items would not be delivered until 12/27. The only thing they could do was refund the expedited fee I paid for early delivery. When I asked why they could not get on the phone and get the items to me. Both supervisor and agent could not answer the question. They had no clue how to resolve anything at all. Asked to speak with someone else and the "supervisor" said there was no one above him. Finally go off the phone with those useless agents cause I was getting nowhere.

On 12/27, package was suppose to be received with 5 items. I received a small box with one pair of shoes. Label said it was suppose to weigh 12 pounds but box weighed 1-1.5 lbs. Contacted customer service again.

Asked them were al 5 shoes actually mailed and they did not know.

Asked them if it was only suppose to be 1 box and they did not know.

Asked them if they could locate the missing 4 shoes and they had no answer.

Asked to speak with a supervisor and they said there wasn't a supervisor. My only option is the customer service agent on the phone. After about 3 calls and hours on the phone, agent offered to submit an email to escalation and advised me I should get a response within 24 hours. Called them the next day after 24 hours and the new line was it take 72 hours for escalation to respond. In the meantime, they have the 4 missing shoes and all of the money I paid and still no products or good customer service. I had to file a BBB complaint this evening.

Do not buy anything else from SEARS. They have relocated their customer service department to India. These agents are not problem resolution agent. Their job is just to get you off the phone. If they can appease you by giving some of your money back, they will try it. If there is an actual problem needing some form of tracking, research, solution or common sense, their customer service dept is unhelpful. They will not transfer you to someone who can make a decision or use common sense to come to a resolution. I am so disgusted with Sears at this point.

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DISHONESTY TO MAKE THE SALE
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GREENSBORO, NORTH CAROLINA -- I am a small business owner in the appliance repair business. I also actually worked for Sears for 12 years before owning my own business. Over past 3 years I have ordered parts from Sears many times. Sometime last year I realized that almost everything, if not everything shows "in-stock" when actually most are not in-stock. As a consumer in-stock means that the company you order from has it in-stock. I had a lot of upset customers that I lost due to Sears. The part would show in-stock but then not arrive by promise date. When I would inquire, I would be told about some errors and that part was ordered from manufacturer. At that point I decided to not order any more parts from Sears because most of their online info was false.
Earlier this year I decided to try again. There was a part that no one else showed in-stock. There are many many many far better options than ordering from Sears Parts Direct based on price and shipping, but in this case part was out of stock except Sears showed in-stock. Therefore I ordered from Sears. The part arrived on-time and I was very pleased. I think I ordered 2 more times, and had positive results, so hoped that Sears had corrected their dishonesty, especially with the financial state they are in with their billions and billions of dollars loss over past few years. At this point Sears had regained my confidence so I kept ordering.
Now the reason for my reviews. The last 2 times I have ordered parts from Sears, I have been repeatedly lied to. Both times, they showed in-stock. Both times, before ordering, I did the on-line chat to verify in-stock. Both times I specifically asked the question "are you saying these parts are in-stock with Sears, and NOT being ordered from the manufacturer?" Both times I was assured they were at Sears. Both times I asked again to confirm that what they were saying is that they physically have the part in-stock at Sears, and that it is coming from them, and NOT from the manufacturer. Both times they committed to being shipped by a certain date, and both times they were not shipped. Both times I went back on chat to inquire and was told that they had to be ordered from the manufacturer and that they had not actually been in-stock with Sears. Both times they had not even been shipped from manufacturer, and no ETA. Even by doing screen prints of the conversations with online chat, and them being able to refer to it, they could not make things right.
Bottom line is they are a dishonest company and mislead the consumer to make the sale, instead of just being upfront. As a business owner, I make promise dates for repairs based on my parts vendors promises. From time to time, parts are late and that is understandable, but Sears track record is terrible. I have instructed all my technicians to never order from Sears again. I am going to my franchise website and urging the other 200 plus Mr Appliances to never order again as well. There are many reputable companies such as Marcone that are honest as well as better priced, as well as many other options if you Google the part first. Thank you, and have a great day!

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Excuses Excuses for Their Inability to Clean Spots.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LEES SUMMIT, MISSOURI -- IF THEY CAN'T CLEAN IT - IT MUST BE A BURN SPOT?? You know you are in trouble when they roll a tape measure across so as not to go over 300 sq ft per area! I had 2 grease stains on the "rise" of a step. Asked if they could simply catch the 2 SPOTS and he said he would have to charge $25 each!! He went right past it to do the basement... like it would kill him.

Then when they couldn't get the stains out. It must be burn holes. REALLY? There are NO holes... just grease but he's the "professional" . Also he knows already that the big spot that had water damage is NOT going to clean. He assures me (guess that releases him of liability). He is now a carpet "professional". Funny thing is... I remodel houses for a living and in my 20 years of working with "professionals" have NEVER gotten such a line of BS in my life. WON'T BE USING THEM AGAIN. IT'S BACK TO STANLEY STEAMER. (Would have used them if they had availability.)

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Sears is horrible and their CEO is Incompetent
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ILLINOIS -- This complaint is in regards to order #859751376 . My wife and I ordered this refrigerator online requesting a left opening refrigerator on March 20th. The order was delivered on 3/24/2018. When delivered it was not a left opening as requested so did not work in our space. We called and sat on hold for over an hour with your so called customer service department. They scheduled for a technician to come out a week later to fix your mistake. The technician showed up a week later and changed the door.

Shortly after deliver we noticed that the refrigerator was freezing food on the bottom shelf of the refrigerator and getting ice buildup in the freezer. The instruction manual states set to 4 by default. This is where it was set. We adjusted down to 3 and the problem did not go away. After a week of this we adjusted down to 2. Within 24 hours the refrigerator was room temperature and food was spoiling. We adjusted back to 3 and issue of freezing persisted.

My wife contacted customer service who stated the door probably wasn't shut all the way. Make sure it is shut and give it a couple weeks to see if the issue persists. We did and the issue continued.

My wife sat on hold AGAIN for your customer service to get an appointment for well over an hour during her lunch break at work. Was hung up on during your on hold music 2 times. Finally reached a representative who told her the next appointment for a Saturday when we would be home was several weeks out. My wife booked the appointment. We are now out to June and hundreds of dollars in lost food, time, and patience.

June 2nd between 8:00 am and 12:00 PM was scheduled appointment time. At 10:00 having not heard from Sears anything. My wife called and waited 30 minutes on your customer service line. My wife spoke to a Supervisor who stated that a technician called in sick so no one would be coming. Through a lot of back and forth we learned that Sears has no protocol in place if a technician calls in sick and it is the customer who suffers for it. My wife requested a Manager and was told "Manager's don't take calls. I am the highest you can go." from the supervisor who's solution was we should schedule a new appointment and the next available Saturday was several weeks away. When told that this is very poor customer service and the cost and expense on a new fridge this is impacting us. My wife was told, I am sorry but there is nothing I can do. My wife was then told by your customer service that a Manager will call her back Monday between 8:00 am and 10:00 am to work this out. My wife waited until 10:30 when she had to leave for work. Received no call. When she called in, she was told that there was no call scheduled in the notes of our account.

My wife spent her 2 breaks and her lunch period while at work that day calling your customer service where she was hung up on 2 times, and placed on hold for 20 minutes on the third call and the representative never came back to the phone.

I then called that evening. My first call I waited 20 minutes, then heard the live pick up and after 5 seconds was disconnected. I called back and got a recording that the department was now closed. I called a 2 more times and then got through to a representative named Ethan. I explained to him the Customer service issue Sears seems to have. That we were not going to miss time from work due to Sears faulty equipment and since we have incurred injury from the cost of lost food, and time because Sears just doesn't show up for appointments. We either require the next Saturday appointment or an appointment after 6:00 when I can be home.

Ethan stated all he could do is book a 6:00 PM appointment on the next Thursday. We booked the appointment. At 4:00 I get a text that the technician is on his way. I message back that that is not what was agreed upon. No response. The technician showed up at my home at 4:30 (I had to leave my employment and rush home to try and be there costing me revenue for Sears poor customer service, poor equipment, and false statements) and just got there as the technician arrived. He told me that they don't do 6:00 appointments. He then told me this lemon of a Sears product I bought has a faulty insulation ring around the door so he has to order a new one. The motor isn't kicking on because the release valve is frozen which he moved around until it kicked on and the reason the refrigerator is freezing food is because I am placing the food in the middle of the refrigerator in the path of the air flow which will cause it to freeze. If I want it to not freeze, I should push it to the sides (reducing the fridge capacity to half.

I called Sears customer service about the dishonest time expectation set, after being on hold 45 minutes, I was transferred to service. The representative asked if she could research the issue and hung up on me AGAIN.

I am looking for some customer service from Sears and a resolution or I will seek a resolution in a different forum. The Customer service is unacceptable, the apathetic attitude towards customer is ridiculous. And this equipment which I spent good money on is a lemon and I will not waste any more of my time, resources, nor expense on this. I understand that Sears is looking at a merger with Amazon, I don't think this publicity is going to improve that situation.

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Bad Installation
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHARLOTTE, NORTH CAROLINA -- Thirteen months after my over was installed it stopped working. I felt that I had no option but to by a warranty. I did not purchase it at the time I purchased the oven because the warranty is $300 per year. When the Sears repair person came they said the oven had not been installed correctly and the wiring had caught on fire. I would need to hire an electrician to rewire the over and I would be reimbursed by Sears. We I submitted the invoice to Sears, I was told that the Sears I bought the oven from was not an approved store and they would not cover the cost. I have been on hold for the equivalent of 4 hours trying with no success to get my warranty refunded, but no one answers. I would suggest making sure that the Sears you are shopping at is a real Sears store.

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Agreement is Better than Nothing - but not much better
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

Sears used to stand behind their appliances and behind their Protection Agreements that are supposed to cover repairs after the initial warranty period.

I have several Sears appliances -- some fairly new, some rather old -- all have been under protection agreements since they were first purchased. Over the past year or so I have seen the level of protection offered by Sears drop lower and lower.

EVERY call to Sears Appliance Repair require AT LEAST one full week for the first appointment -- but don't expect that appointment to fix your problem. The technicians (most of whom do not work for Sears) don't bring any parts with them. Not even when the problem has already been diagnosed over the phone and they know what part is bad. Instead the technician will show up, take everything apart, tell you they need to order the part, put it somewhat back together (not usable) and tell you to call Sears to set up another appointment after the parts arrive at your home. And, yes, that appointment is also going to be at least a full week after you call that the parts have arrived.

First I had to pay for a dishwasher repair (they called it "cleaning" but when you have to take the whole thing apart, that is certainly a repair!) The problem with the dishwasher was that it broke a plastic dish and a piece of the dish got down inside the pump assembly. The only way that a piece large enough to block the pump was able to get into the pump was due to a defective design of the dish washer itself. Older models had a strainer to catch anything big enough to be a problem. On Sears' newest models there is no strainer, instead there is a grate with openings about 1/2" by about 5/8" all the way around the center of the dishwasher -- that grate ought to have stopped the broken piece of dish BUT that grate has a nearly 1/4" gap all the way around it - the piece of dish was about 1-1/2" by 2" but it was thin enough to slip right through the gap that Sears leaves around the grate.

Then my gas range started beeping and displaying an error code on the electronic control panel. The code indicated exactly what part was bad. Call Sears, make an appointment, first available appointment is a full week later, technician shows up - code has reset and it isn't beeping when he comes in - technician refuses to even look at the range - tells me that when it starts beeping again, if it shows the same code, I am supposed to tell Sears to order the part so he won't need to make two trips. (Not that Sears ever cares what the customer tells them about an appliance).

Tonight at midnight I wake to the beeping coming from my kitchen. The range is showing the same code again. So I call Sears. Guess what? Appliance repair does not have anyone to schedule appointments at night or on weekends -- just a recording telling you to call back later (the recording doesn't even tell you when they are open).

So tomorrow I get to call Sears again for a repair that they already sent out a technician for but he refused to even look at the problem.

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Sears Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 278 ratings and
878 reviews & complaints.
Contact Information:
Sears
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
www.sears.com
smadvisor@searshc.com
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