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Sears Lawn Mowers - Two Big Thumbs Down!!!!
Posted by RCinLB on 04/10/2009
LONG BEACH -- I have a Sears Lawnmower, which is new and still under warranty. I had to purchase it to replace my original Sears mower which wouldn't start and had also been in the shop several times for the same problem. I am really irritated and hope no one else should have to go through this same problem. Its a serious waste of my time and its irritating as heck.

I will say that the Sears operator was helpful about it but if anyone is considering buying a Sears should take this into account if you read this, hopefully someone will see it and avoid the same problem I have.

If you have already purchased a Sears Lawnmower or other motorized product, the the operator advised me to do these three things

1 Call Sears (800) 469-4663 National Number and talk to someone who can escalate this to Sears One Source which is also at the national level and they can help by either replacing the unit or giving you a replacement or rental to use while yours is away from home -

After calling Sears they tell me they only work with people who have purchased the Additional Warranty plan. So if you are like me and you only extended your warranty for 2 yrs then Sears does not care how many times you have to be inconvenienced and according to them it does not come under the Lemon Law.

2 Message the service center near you and escalate this issue with your service order and have someone call you within 24 hrs

- PS Escalation does not get you any faster service. I am going to complain that there is a design flaw in the carburetors of all Sears motorized product eg lawnmowers, edgers, blowers, weed wackers etc

3 Get a hold of the service center near you and have them call you


My Sears Lawn Edger which was also purchased has the same issue with the carburetor. Design issues call 800 659 7057

So all in all think twice before you buy from Sears unless you enjoy the atmosphere of the Sears repair center nearest you.

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Posted by grandma005 on 2009-04-10:
i put my sears lawn mower in for repairs. They kept it for one month and when I received it back it was not only not working but they ruined the motor by putting too much oil in it.
Posted by nat on 2012-05-05:
Having the same problem as the poster,sears products suck so bad,and they don't honor their warranty's either.They said i could get a replacement push mower if they couldn't fix mine LIARS. what good is having an extended warranty if they won't even honor the original warranty.Next time I'll just go to walmart I'll be better off.
Posted by DSM76 on 2012-09-16:
I had a bad experience with Sears, too. They don't honor their warranties, saying it is your fault it broke. I ended up buying a replacement, then decided that was stupid, so I didn't pick up the mower and asked for a refund. They said I picked it up, even though I didn't. They basically called me a liar and a thief. I ended up disputing the charge with my credit card co. and got a charge back b/c Sears couldn't prove that I picked it up, b/c I didn't!
Posted by Maurice on 2013-07-05:
I wrote Sears on some deplorable customer service issues concerning lawnmower parts. Never got an answer back! Not so long ago when purchasing at Sears a consumer felt safe knowing the product would be backed up by excellent customer service. Not no more, buyer BEWARE when purchasing at SEARS now :(
Posted by SearsCare on 2013-07-06:
My name is Liz and I am with the Sears Social Media Support Team. I found your post here and want to offer some assistance. We sincerely apologize for the negative experience you have encountered regarding lawn mower parts. We can certainly understand your frustration at our lack of customer service. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have failed met that goal. We would very much like to speak with you regarding your experience. At your convenience please contact our office via email at smsupport@searshc.com and a personal case manager will contact you directly to discuss this experience and address your concerns. In the email, please provide a contact phone number, the phone number the lawn mower parts were purchased under (if different than the contact phone number), and please do include your user name (Maurice) for reference to your issue. Again, we are very sorry for any inconvenience and thank you for the opportunity to rectify this situation.
Thank you,
Liz R.
Social Media Moderator
Sears Social Media Support

Posted by Joe G. on 2013-07-14:
Two years ago, I purchased a Sears rotary lawn mover, 700 series, Brigg and Stratton engine. Two times went to Sears repair center because it won't start up. Both repair services, the shop claimed to fix the problem by replaicing the carburator but I noticed in the 2nd time of the repair service, they didn't replace it just cleaned it. Because I saw how the outside Sears repair shop trick the customers, I decided to purchase the carburator and installed it by myself. Problem solved. Lesson learned, I will never go back to the Sears repair center to buy or use any service again. After two years of manufacturer warranty expired, Sears send me an Extended warranty plan for another year if I pay $200!. Insane. Who is running that department? For a little bit more I can buy another lawn mower with warranty on it. jgyogurt@hotmail.com
Posted by Chickenhead on 2013-08-29:
I have been burned by Sears over my EXPENSIVE Craftsman Lawn Tractor. The tractor is not even two years old, STILL under warranty. For no reason, the engine blew with a loud screech and refused to start. Sears took it away, sat on it for two whole weeks and then announced that they would not honour the warranty and it would cost $1000 to fix.

I consulted with other mechanics, and Briggs and Stratton HQ themselves. They all agreed in very short order that there was obviously an engine defect and the engine should be replaced under warranty. Unfortunately for me, Briggs and Stratton said that Craftsman was responsible for the warranty on the entire tractor, engine included...and Sears was refusing to honour that warranty.

This is a general warning to anyone considering buying ANYTHING from Sears, especially with an engine in it: Don't do it. They have full control over the warranty of the engine, and will do ANYTHING they can to weasel their way out of honouring it. I can't imagine why Briggs and Stratton would allow their name to be dragged through the mud like this, but there you go.

Posted by SearsCare on 2013-08-29:
We sincerely apologize for the disappointing experience you have encountered with your tractor. We can certainly understand your frustrations with what has occurred regarding your issue. My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and wanted to offer our assistance. If you would allow us the opportunity, we would like the opportunity to speak with you to address your concerns and restore your faith in Sears. At your convenience please contact our office via email at smadvisor@searshc.com so you don’t have to be upset by this any longer. In the email please provide the best contact phone number or the number to which the tractor was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Chickenhead) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Liz R.
Social Media Moderator
Sears Social Media Support
Posted by udflap on 2013-10-28:
Peachy. My Sears rider won't start and a tech is to be here next month to fix it. Y'all's comments have me worried that I'll have problems, too.
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Craftsman Mower is Junk
Posted by Halo611 on 09/06/2007
PENNSYLVANIA -- Purchased a Craftsman mower in December of 2006. Took it into the shop August 28, 2007 due to it leaking oil and blowing smoke. Received a call from Sears repair stating it would cost $140 to repair the bent crankshaft. I told them the mower was only used for approximately 3 to 4 months and why should I pay $140 for something I only paid $200 for. Their response was that it was my neglect because a crankshaft only gets bent by hitting something. There is nothing in my yard that could have possibly been hit to bend a crankshaft like that or Craftsman just makes junk now-a-days.

I called the manager at the store who said they would give me 20% off a new mower. She also stated that she has had mowers that ended up with a bent crankshaft. I told her I had a mower for 10 years and never had a bent crankshaft or any other problems for that matter. I asked her if there was someone high-up than her that I could speak to. She gave me the customer service number which I called and they said they would give me a $100 gift card toward the purchase of a new mower. Now if you are going to give me a $100 gift card, why can't you just waive the total repair bill?

Sears does not stand behind their products like they once used to. Ever since they merged with Kmart, Sears has gone downhill. I will never purchase another product from Sears again.
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Posted by Anonymous on 2007-09-06:
Unless you can prove the bent crankshaft was Craftsman design/quality issue, I would take the $100 gift card.

The store manager even agree to give you 20% off a new mower.

I would take the gift card and use the rebate on a different model mower or differnent brand mower. They do carry other brands beside Craftsman.
Posted by ejack053824 on 2007-09-06:
JoyBear is right. Take the gift card!
Posted by moneybags on 2007-09-06:
Why buy a mower in December? You don't cut grass in winter. There'ssnow on the ground. Half on any warranty is wasted.
Posted by Halo611 on 2007-09-07:
I know its hard to prove that it wasn't my fault that the crankshaft got bent. The customer service person told me that is a hard thing to fight.

And... Moneybags, I bought the mower in December as a Christmas gift for my husband and even if the warranty was still good, it wouldn't have covered the crankshaft anyway because they stated it wasn't something caused by the maker of the mower.
Posted by Hugh_Jorgen on 2007-09-07:
The engine (and therefore the crankshaft) isn't Craftsman. Their engines are built by one of several companies that build engines for all the mower manufacturers. You should be safe taking the $100 and getting a new mower from Sears. And BTW, having bent a crankshaft myself, it's not that hard to do - I did it on a tree root.
Posted by Anonymous on 2007-09-07:
If you do not want to shop at Sears anymore, get the $100 gift card and mail it to me.

You can go elsewhere and pay full price for a new mower.
Posted by Tc1073 on 2007-09-07:
Did they explain if you bought the protection agreement at the time of purchase for $50 to $70 they would have fixed it for free? That is usually what happens.
Posted by Anonymous on 2007-09-07:
Warranty and protection agreement do not apply in cases of customer modification, misuse, or abuse.

The mower was less than 1 year old.

Sears are claiming crankshaft was damage due to misuse or abuse by the customer. This is why they refuse repair/service.
Posted by michael macTavish on 2013-05-27:
I bought a new 725 series front wheel drive 22'' cut commercial lawnmower and its not working when I bought it and paid $404.00 and has electric start and my other craftsman mower it breaks down and the craftsman snowblower fell apart on me all ready the next snowblower I am going to buy is a diesel 23hp Kubota walk behind snowblower because kubotas are the best and last longer craftsman junk
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Craftsman LT1000 Riding Mower
Posted by Hana2bee on 04/18/2007
LANSING, KANSAS -- This mower is junk. It was bought new in September 2005 and 2nd time is was use it died and wouldn't start, and it wouldn't move. I had to put a tarp over it for a week until Sears service came out to fix it. The service man replaced the battery and said there was a safety feature on it that locks the wheels and gets stuck if the mower get wet, so don't spray down the mower. The very next time I tried to mow the same thing happened. I call service out after waiting a week he came and found that the alternator wire was not hooked up properly and that's why it wouldn't start. Same thing with not moving, the safety was stuck on.

Last year the 1st time I tried to mow the grass it would start but wouldn't move. Apparently the safety feature was again stuck, I called the service department and complained that the piece of "junk" wouldn't move and the guy didn't want to hear me cuss. I was frustrated I cussed. I called back to another lady explaining the problem very upset and I was on the phone for 45 minutes or more tying to get the mover to move. Finally the darn thing move after 20 minutes of jamming it in to gear.

Today April 18th 2007, gassed up mower to mow for the 1st time this year, started it up put it in reverse to move it out and IT WOULDN'T MOVE. No matter what I tried the back tires would not move. Again I call SEARS Service again I tell them the stupid thing is doing the same thing again and I get mad but don't cuss and the lady says she doesn't have to put up with me being mad. I hang up call back to get a hold of someone who can handle an IRATE customer. I can't remember her name but she seemed to be able to handle my anger and a few "poops" and "darns" here and there. Then she wants to know what I want.

I want to mow my lawn without having to call service to get it to move. She will set up a service call for next Friday the 27th between 8am and 5pm. Great another week for the grass to grow. I told her what I really wanted was a new mower or service tomorrow. Nope, not eligible for a new one and service won't be here till next Friday. Then she got mad because I said the "F" word. Sears products suck and so does their service department people.
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Posted by Pomona Guy on 2007-04-18:
My advice is quit cursing so much. If you didn't curse so much you'd have a wife. If you had a wife, you'd have a son. If you had a son, he could mow the yard with a self propelled power mower - the kind you walk behind. That is how I mow my yard! So quit cursing and your yard'll get mowed!!
Posted by Justusryan on 2007-04-18:
Doesn't it take the grass a week to grow before you mow anyways, or is this some sort of Hank Hill lawn care going on?
Posted by dfields on 2007-04-18:
The Poster pointed out, the grass will have another week to grow. Therefore, taller grass had he been able to mow the lawn.

I agree with Pomona Guy. You shouldn't be cursing the Sears service dept. personnel. You should be cursing the manufacturer! Sounds to me like you got a lemon or the locking device is faulty. Have you tried contacting the manufacturer and explain the problem? Maybe they can help or replace the locking device.
Posted by rpm2day on 2008-05-11:
This mower is crap. Bought it new and it came with a battery that would not hold a charge for ONE WEEK. I just ended up buying my own from an auto parts store. I have broken two hubs that hold the blades in light duty mowing, it constantly clogs with grass. IT IS A PAIN IN THE *** TO USE. The only good part is that the Briggs 18hp engine is powerful and uses very little gas AND has an oil filter. It is obvious that Sears wants to sell service and parts instead of a decent product. Buy again? Not a chance. Save up for a Deer. Or a Honda. Or anything else.
Posted by love2cats on 2008-10-18:
Riding lawn mower craftsman Kohler 160 HV LT 1000
Model CV4605
Self-propelled push mower Troy built 21” cut 6.75 HP Modle Tuffcut 210
I am trying to determine the value of a riding mower and a self-propelled push mower.
I had no clue that my house was still in foreclosure or about to be sold at action. I believed my husband (who lives nearby with his girlfriend) when he told me he had made the back payments and stopped the foreclosure. Now my house was sold and I only have a few days to move out.
I have very little money, so I am hoping to barter with some people to get help.
Posted by goofy7 on 2008-10-20:
I agree - I got one and it broke down. In fact the piston blew up in the cylinder while their tech was trying to fix it.

They replaced it for a new one (I paid 1/2 price) and it broke down too.

I figure the whole model is bad, They tried to sell me a warranty that cost about 30% of the price of a whole new mower. When the warranty costs that much you know its a lemon, and you know that the company is aware it is a lemon.

I calculated that with all the time, $$ (for 1 1/2 mowers) as well as about $200 each year in more repairs, I could have hired a lwn service.

The craftsman my dad bought 20 years ago still runs with no problems. The new ones are crap. The brand has deteriorated in the modern cost-cutting culture. I said cost-cutting, not lawn cutting.
Posted by bebop43 on 2010-07-03:
Same Mower LT1000, Same. Problems all the time. Son-in-law works on at least once a year. Have 3 acres to cut so we just have to deal. Expensive to replace, but we plan to replace next year. Will not be a craftsman!
Posted by Bob on 2012-08-20:
Own a Craftsman L1000 for 6 short years did tuneups every spring with the Sears $50.00 tuneup kit in the 6th summer of service the engine smoked, lost power, and made o loud metal crunch sound and quit.
Posted by Lisa on 2013-05-07:
My husband and I bought ours in 2001. We have had it serviced each year. Our biggest problem with the mower has been the belts. We have had to replace the drive belt almost every year and 2 times in the same year a few years ago. Just spent $350 on repairs, got it back, completed the front yard, took it to the back and made 3 passes..... then it starts smoking and making the usual screechy noise and I have to shut it off. Next season, I will have a new mower, and it will not be a Craftsman!
Posted by Jeff on 2013-06-02:
I have had the same riding mower and the only problem I have had with it was ME. One year I blew the motor up cause I did not check the oil. I replaced the motor myself and it is still running fine. The only time I have had things break was cause I was using it for things MORE then what is was designed for as in brush mower. I have beat this thing pretty good with what I have tried to mow and it is still running for me.
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Craftsman Bench Sander Warning!!!
Posted by Jamie42148 on 03/09/2006
TUCSON, ARIZONA -- I purchased a Craftsman bench sander which slowley lost power over a 2 month period. I returned it and got another. The second sander ran less than 1 minute and froze up. I made the long haul back to Sears and told them I didn't want another Craftsman sander, I had had enough. They would not give me a refund or even another sander. I had to haul it 20 more miles to a service center where it resides to this day. I have put well over 100 miles on my truck and spent several hours trying to get this thing worked out and at this time I have no refund, no sander, no return of my letter to Sears, no nothing!!! I have been a good Sears customer for over 40 years with never a return or refund made. If this is how they treat you when you get a bad machine than one should be very careful before buying at Sears and buying at Sears is something I will never do again!!!
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Posted by standup on 2006-03-10:
I've been a long time customer for Sears as well...for about 20-25 years. Sears use to be a good Company. I don't know what changed within the Company. I wouldn't be surprised though if it had something to do with priority to the stock price and the outrageous salaries, stock options and perks that CEO's, CFO's and all the "C's" demand today. It sure seems that many large companies today have an attitude that just doesn't care anymore about what their customers think of them or even losing customers! They don't even seem to care about following proper procedures, or compliance of regulations and laws! I've heard so many people saying this over the past couple of years especially. Well I bet these companies would soon care if their customer loss would start showing up to be a cause of financial loss. Although I'm sure it has had to have at least some loss effect as all the people that they have treated badly certainly won't do more business with them along with their family members they tell of their experience. Maybe the younger blood replacing the older think that bad business makes them more money. Perhaps that might be the case in the short run but I would think will catch up in the longer run.

People today don't seem to band together as in the older days to stop companies from bad business. You hear of it occasionally but not even near as much. I guess that's why today we have more court cases. People are forced to take legal action for what is right. It's a shame that these old Companies that use to take pride in their products and service to their loyal customers have taken up such bad attitudes and practices.

You shouldn't let this go. I'd talk with someone about this. I don't know if anyone here can help, as I'm waiting to hear from others here for a situation that I've had myself, but I'd start with the FTC(Federal Trade Commission).The FTC can also be helpful in referring you to anywhere else that you should call i.e. State offices for consumer protection laws.

FTC website:

Phone: FTC Consumer Response Center-toll-free: 1-877-FTC-HELP (382-4357)

Regular mail:
Federal Trade Commission
Washington, D.C. 20580
Posted by miketech on 2006-03-10:
Sears, lol. My granddad shopped at Sears, my mom shopped at Sears and I shop at Sears off and on because they seem to run in 5 year cycles. Seems like they do anything for you business for about 2 years and have great products, then they are ok nothing special then they are horrible, your worst nightmare. I had started buying alot there about 2 years ago but I rarely go in now because since the Kmart merger they are useless. I can't figure out if it's their regular cycle or something to do with the merger. They might get better again but it will take awhile. I'm in Tennesee, other Sears may differ.
Posted by Ponie on 2006-03-10:
Bring back Bob Villa!
Posted by HondaCivic4DEx on 2007-02-06:
miketech I recently got back in contact with an old friend whose wife had worked for Sears for over 5 years at that time. She has since left but when I worked with the busband, he said that they would only but from Sears. All of their furniture was Sears. Sounds like the company has changed a lot recently and there is a new CEO. I mailed a letter yesterday to the corporate office. Hopefully I will get help. Half of their 800 number staff says they are not the technician but they do have them and half say that they do not have technicians, yet I initially talked to one.
Posted by HondaCivic4DEx on 2007-03-17:
I have learned of more recent that at least the Craftsman line is actually composed of two brands. The merchandise of say less than $100 is not a name brand so not much should be expected of the stuff. Remember though that power tools do not have the lifetime warranty. Having said that, I talked to a guy who tried to exchange a Craftsman non-power tool and he said that three stores turned him down so he is not buying Craftsman anymore. I brought a gardening tool back and was asked for a receipt. This was at OSH. I did not have a receipt but this lady recognizes me sometimes so said this one time she would allow me an exchange but without a receipt, they cannot do that. I have no idea what she would have said if I showed her a receipt of many years.
The power tools of >$100 are of a name brand which I do not remember off hand as it is not commonly sold in this area. However, Craftsman is somewhat doing away with the lifetime Craftsman tools and replacing them with Champion which only carries the standard return warranty.
Posted by crabby on 2011-06-07:
I have bought several thousands of dollars of tools and other items from Sears over the past 40 years. My shopping experience there has steadily gone downhill, quality has also gone downhill, and they just don't seem to care about their customers anymore. Recently, I had a very sour experience at a local Sears store when I bought a Craftsman pulley puller set. When I got the set home and opened it up, I discovered it was soiled and all of the nuts and bolts were missing from the set. The blister pack was not of a heat sealed design, making repackaging undetectable. When I took the set back (with the receipt) for an exchange, they gave me a hard time, but did give me the exchange for a new, undamaged set. There is something wrong with a company or store that will place used and damaged goods back onto the shelf to sell as new to unsuspecting customers. Other than buying an occasional Craftsman socket, Sears if getting almost none of my business anymore.
Posted by Leo on 2013-07-26:
the sander part is no longer made now I throw the sander away no more sears for me
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Poor customer service
Posted by Rob6112000 on 04/03/2007
FRESNO, CALIFORNIA -- I purchased a Gt5000 Lawn Tractor From the Sears store in Madera, Cailfornia March 2005. Last Fall the Tractor became harder and harder to start. I put it away for the season. Three weeks ago I pulled oil fouled plugs. The tractor has less than 50 hour of use. I called the Madera Sears store only to get their voice mail , I left a message that I needed warranty repair on my tractor, they never returned my call. I called and left another message a few days later. A week later I called and got a message that their voice mail box was full. Guess they were not picking up their messages. I went by the store ,It was closed with a note on the door stating that the building had been damaged by fire and for warranty service please call the Fresno service center. I tried calling the Fresno service several times over a two day period. No one answered the phone, and no voice mail. I called the Fresno Sears store only to be told that I had to call the Service Center for warranty repair. Seemed as If Sears burned a store and was checking their caller Id just so the wouldn’t have to fix my tractor under warranty.(LOL)

I got up two hours before work and called customer service. After 10 minutes of fighting with their automated phone system I was able to talk to a person that explained that a thunderstorm had affected the computers and I would have to call back later. I called back half an hour later only to be put on hold then disconnected. After a third phone call it was explained to me that my tractor was now three day’s out of warranty and that I would have to call another number for further assistance. I called the other number. I was then told that they would have to have proof that I actually tried to contact Sears before my warranty expired. I suggested that most retailers would take care of a warranty claim that was a day or a week out of warranty. He said “Warranties are like car insurance, nothing ever seems to happen until your coverage expires. and once the coverage expires you can’t expect the insurance to cover you if you have an accident.” By the time the conversation was over I got the feeling that the customer service rep. was suggesting that I was trying to scam them and that letting my Sears warranty expire was somehow as irresponsible as driving without car insurance. Sears has a very strict warranty policy. Once the warranty expires ,you got nothing coming as far as Sears is concerned.
From what I have googled , Sears has extremely poor customer satisfaction. I have heard of a few privately owned stores that provide good service, but at the corporate level it’s a disaster. I was shocked to read all the horror stories of problems with customer service, incompetent sub-contractors and poor service work.. Even if I could get Sears to agree to repair the tractor, I might be relying on a poorly trained technician, resulting in even more engine damage. I have wasted many hours with phone calls and dealing with poorly trained customer service people .It took me less time than I spent on the phone to pull the heads and replace the rings and the defective intake gasket.

The 25 hp Kohler V-Twin is a poorly designed engine. Kohler took manufacturing shortcuts that resulted in an intake manifold that will not seal properly to the cylinder heads. The intake flange surfaces are cast, not machined and the plastic intake manifold o-ringed flanges are a poor match to ports in the heads. The intake leak that this caused allowed dirt into the cylinders and wore the rings out in a very short time. Another problem is the carburetor; the fuel shutoff solenoid is located in the bottom of the carburetor. Any small debris in the carburetor will settle in the solenoid causing the pintle it to stick. Depending on what position it sticks in the tractor will either not run or it will backfire when shut off.

I really believe Sears is surviving on name recognition and that they will soon destroy a once fine company that I was loyal to from many years. Quality and service have degraded to the point that Sears=Kmart and Craftsmen=Ronco ? I don’t need anything Sears sells and I can certainly by better products with better warranties and service most anywhere else.
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Posted by poppapia on 2007-04-03:
I have real doubts that Sears, as poor a company as they have became, would set a fire in their store and check their caller ID just to avoid addressing your claim. Is this lawn tractor blowing smoke, or is your only concern the oiled spark plugs? With all the negative comments regarding this company, best of luck in getting your problem resolved.
Posted by haha! on 2007-04-03:
Posted by haha! on 2007-04-03:
I don't know why you were calling all local places to get it service considering all over the product, owners manual and phone books is a 800 4MYHOME #. I agree with the rep. If they make an exception for 3 day they have to a week, a month, a year...where is the line drawn?
Posted by ddoug on 2007-04-05:
any more sears don't care if you come back as a
buy they just want your money,becuse i brought a
tractor 12-18-05, i went to a sears and told them want i wanted to do with the tractor,to plow my back yard and plow the side walk and they said i could buy the attcment in the fall but when i went to get the attchments i found out i was sold a lawn tractor,insted a garden tractor,when start to complain about they told me could do anything about it,they said i should have know what i was buying
Posted by ddoug on 2007-04-05:
any more sears don't care if you come back as a
buy they just want your money,becuse i brought a
tractor 12-18-05, i went to a sears and told them want i wanted to do with the tractor,to plow my back yard and plow the side walk and they said i could buy the attcment in the fall but when i went to get the attchments i found out i was sold a lawn tractor,insted a garden tractor,when start to complain about they told me could do anything about it,they said i should have know what i was buying
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Refused to Send in My Mower for Repair
Posted by Jim-miller on 06/03/2012
LOGANSPORT, INDIANA -- This spring my electric start mower would not start. I took it in with 3 weeks left on the warranty and they never sent it in. When I gave up and picked it up after 5 weeks it had never left their store. I was told that it was my attitude, I wasn't happy when I took it in, as to why they wouldn't send it in. John in customer service told me that " just because I have a warranty doesn't mean they have to fix anything". Real good attitude on his part. Well I did buy a new mower, and it did not come from Sears. Will I ever shop any of your stores again, Not till they fix my mower.
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Posted by trmn8r on 2012-06-03:
Interesting story, for sure. Good luck with your new mower. I'd toss the Sears in the trash.
Posted by FoDaddy19 on 2012-06-04:
If this happened just like you said it did, then Sears definitely did you wrong. It's ridiculous that Sears would let your mower sit unrepaired for more than a month.

"John in customer service told me that " just because I have a warranty doesn't mean they have to fix anything". "

Yeah it kinda does. That's the whole premise of a warranty. What an assclown.

Good review
Posted by SearsCare on 2012-06-04:
Good morning jim-miller,

My name is Mike and I am a member of the Sears Social Media Support team. I saw your post today and wanted to touch base with you. I am sorry to read that your mower will not start. I understand how important it is to have your mower running properly, especially with summer fast approaching. Furthermore, I know that the poor service you have received thus far has only served to exacerbate the situation. If you would allow me the opportunity, I would like to connect you with a dedicated case manager to discuss your experience and ensure that your mower is repaired. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the mower was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (jim-miller) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

Thank you,

Mike D.
Social Media Moderator
Sears Social Media Support
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Terrible Product, Even Worse Customer Service
Posted by Nm5188 on 02/16/2013
MAHOPAC, NEW YORK -- I spent about $4000 on a lawn tractor, snowthrower attachment and service contract at Sears. The delivery guys that showed up were more concerned with staying in the truck out of the rain than they were with unloading my tractor and equipment, then I started up the tractor and the carburetor was messed up. I called to have it serviced and Sears told me it would be two weeks before someone would come look at it. I returned everything and bought from a local equipment supply place, much better product and service, same prices.

To try and keep me as a customer Sears Holdings Corporation called and said they would give me a coupon for %10 off, what a joke. I would never do business with Sears again if my life depended on it. Ironically enough about 2 months later someone gave me a Craftsman (aka Craps-man) zip up work shirt as a gift, the 1st day I wore the thing the zipper broke!!! I returned it exchanged it for a Dickies work shirt, a real brand.

I would avoid Sears at all cost, they sell junk, and do not value their customers, they are living on the reputation of what was once a great American Business, now they are just
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Posted by trmn8r on 2013-02-16:
Equipment can require minor adjustments when new - I had this happen with something purchased at a local equipment supply store. Had to take it back, and after they adjusted it, it worked perfectly.

That said, I wouldn't ever purchase a "lawn tractor" at Sears or a big box store. I bought a 1974 Simplicity garden tractor for $300 10 years ago that runs circles around that stuff. You can find vintage tractors for under $1000 that are much better made.
Posted by ok4now on 2013-02-16:
You summed up Sears products and their customer service perfectly. Yes they are living off up their previous reputation and once respected name. As the word gets out and more people become dissatisfied with them they will continue to loose market share. K-Mart had to bail them out last time and they are still loosing money and closing stores. The handwriting is on the wall.

P.S. SearsCare should chime in shortly for damage control, don't take the bait.
Posted by SearsCare on 2013-02-16:
Nm5188, My name is Dianne with the Sears Social Media Escalations team. We are truly sorry that you had this kind of experience with the purchase of your lawn tractor. I am so sorry we have let you down! It is our goal at Sears to provide our customers with the highest quality of products and customer service. I am sorry that we disappointed you. Since apologies don’t resolve problems we would like the opportunity to speak to you on this matter. Please send the following information – contact #, screen name (nm5188), phone # used at time of purchase to smadvisor@searshc.com.

Thank you,
Dianne D.
Social Media Moderator
Social Media Support Team
Posted by imp3400 on 2013-04-07:
I will never buy any lawn equipment from sears. I had the same experience with their service agreements. I have snowblower, had it break down and called sears and also was told it would be 3 weeks to have someone come out. Right sears truck in town everyday. And can't be busy because he sits in the park when i'm walking dogs. And i also feel for you, i had the same BS story to keep me as customer they offer 10-20% discount off your next purchase. Sorry, there won't be next purchase. And I fixed snow blower myself in less than an hour. And cancelled maintenance agreement.
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Unfriendly Procedure
Posted by Beyrich on 06/13/2012
FAIRHAVEN, MASSACHUSETTS -- I recently purchased a Model 247.25000 Mower from Sears Hardware Store in Fairhaven Mass. The sale price was $999.XX with a original price of $12xx.xx with a savings of about $250.00. Since the sale was ending the next day I asked them if they would hold the mower for me for a few days if I gave them a $50.00 or $100.00 as a deposit. I was told that they could not do this (take a deposit). I then elected to place the mower on lay-away which cost a fee of about $10.00. When I returned 2 days later the mower was priced at $991.xx some $8.00 cheaper than my purchase price. When asked they said that I made a deal at $999.xx and I could not get the cheaper price.

What has happened to the friendly policies and service that Sears once had?? I feel that any any reasonable store would (1) take a deposit to hold an item for several days and (2) give the store price of $991.xx. (Please note that my cost was the lay-away fee plus the price difference or about $18.00

After reading several of your comments about this complaint I still feel that I should have been given the lower price of $991.xx. If I had an item on lay-away at Wal-Mart and in the meantime the price went lower I would be given the lower price. After all I could pay the higher price, return the item then re-buy at the sales price.
I also feel that withI was given a bum-stear by the store for stating that the sale was going to end on a date when in fact the sale didn't end, the price went even lower.
Also had Sears taken a deposit there could have been a cut-off date set up but the store would not take a deposit.
I have been buying at Sears since about 1948, that's 64 years. Their policies were buyer friendly and the service excellant. Not any more!!! Small wander the shape Sears is in today!!!
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Posted by trmn8r on 2012-06-13:
I do not agree that a store should "hold" an item AND a sale price until a potential customer has enough money to buy. What you describe sounds something like buying a car, but you were buying a tractor.

There are several reasons a store would not want to do this. The most obvious is a lot of people would want to take advantage of the same luxury.

You elected to enter into a layaway contract, so in my opinion you are bound by that. Even if you don't agree, it is only $18. The plus here in my opinion is you got 92% of the discount that the sale advertised.
Posted by FoDaddy19 on 2012-06-13:
When you use layaway you're effectively locked into the price the item was when you put it on layaway. It's a totally reasonable practice IMHO.
Posted by ChuhBaca on 2012-06-13:
I would have to agree with TRMN8R. You were really asking them for a lawayay, but called it a deposit. They have made provisions for your situation and charge a fee of $10.

I do think it was petty to not make up the $8.00 difference, though. Many stores have a low price guarantee. I suppose you could have requested a refund, then repurchased it for $8 less.

You obviously felt the first sale price was a good deal, so just be happy with the bargain. I don't think Sears did anything wrong in this case.
Posted by SearsCare on 2012-06-20:

I apologize that we failed to meet your expectations with regards to your mower purchase. My name is Brian H. with the Sears Cares team and we'd like to make sure this is resolved as soon as possible. We certainly don't intend to cause any frustration for our customers. If you could please email SMAdvisor@searshc.com with your phone number, we will have a case manager contact you directly. Also, please be sure to include your screen name (beyrich) in your email so we can reference your issue. Again, we apologize and we hope to hear from you soon.

Thank you,
Brian H.
Social Media Moderator
Sears Social Media Support
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Warranty service on riding mower
Posted by on 04/10/2012
I have a Craftsman YTS 3000 riding mower/lawn tractor that's two seasons old. This season, it would not start. I charged the battery (after buying a battery charger/maintainer) and got it going, hoping that running for a few hours would finish charging the battery, but a day or two later it wouldn't start again. When I purchased the mower, I purchased the extended warranty/service plan for 3 years of protection, so I called and explained the problem. I was told that a technician would be sent out in a little over two weeks. When I asked if it was possible to get someone sooner, I was told that was the first time a technician would be in my area. This is unacceptable for a plan I paid over $300 for. I don't necessarily expect next-day service, but surely a national company like Sears can do better than *two weeks*! I now consider all extended warranties from Sears to be essentially worthless for anything time-sensitive. I'd rather pay more over the life of my equipment to get *timely* service. I guess that's what happens when the company already has your money.
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Posted by BigAl on 2012-04-10:
What you might have done is left the battery in the unit over winter. The correct procedure is to remove the battery at end of season and recharge the battery during the winter months. In colder climates batteries left in mowers will discharge and actually freeze causing permanent damage. Your battery may not be covered under your extended warranty so you may have more troubles if this is the case.
Posted by trmn8r on 2012-04-10:
BigAl hit the nail pretty much on the head. I ruined a battery a few years ago by letting it discharge and then it froze.

Also, newer maintenance free batteries aren't designed to be completely discharged like the old were, and that can ruin them as well.

Two weeks for a mower repair doesn't sound that bad, but then again I don't have grass that needs cutting. Maybe a lot of people such as yourself are having trouble getting started for the spring, and they are overloaded...
Posted by Amy! on 2012-04-10:

It doesn't matter what the poster did with the battery, two weeks is not acceptable. Then if the mower needs a part, it would have to be ordered. The the tech would have to be called again to install the part, by the time all is said and done, you would be looking at 6 weeks.

The salespeople talk a good game, but, don't believe a word of it. They make a commission off of those warranties and will say just about anything to sell it.

Posted by BigAl on 2012-04-11:
Amy> Chill out girl. All I did was suggest that his problem may be a bad battery which probably is not covered under his extended warranty. It would behove him to take the battery to a retail store that will check it for free. That way he will not be charged for a service call and he could be cutting grass much sooner. I do not buy the extended warranties but I am fairly competent at fixing things myself. For every story about being glad they bought the extra warranty there are 10 stories of wasted money.
Posted by SearsCare on 2012-04-11:
Dear Consumer,

I’m very sorry to read about these issues with getting your mower serviced. We always try to get the soonest available service to our customers. The problems that always happen at the start of lawn and garden season are that many people are encountering issues with the mowers not starting after the long storage of those mowers/tractors. This causes an overload of calls and there are simply not enough certified technicians available to handle the load. We can’t/won’t use uncertified technicians to work on our customer’s mowers so that unfortunately does cause these issues initially. We understand your frustration and do want to see how we can be of assistance to you. My name is Robert and I’m part of the Sears Cares Escalations team. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the lawn mower was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Consumer) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Robert B.
Social Media Moderator
Sears Social Media Support
Posted by KevinTX on 2012-04-11:
Sears is very good about resolving claims. Hang in there. I too had trouble with my lawn tractor and it's engine freezing up. 7 non-matching shipped engines later, my tractor has new life.. yes it was a pain, but they did take care of everything. I am certain I would NOT of gotten the same response if I had NOT been under warranty.

Give them a chance to make it right, they will.
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Posted by Auntsuzy609 on 08/01/2009
MAYSLANDING, NEW JERSEY -- I purchased a lawn mower in April 09. i took it to Sears in July because a piece was bent and it was touching the blade causing the mower to make a lot of noise. I received a call from the repair shop. saying, it would cost $92 plus. I asked why when its under warranty. She stated there is dirt in the oil and it needs a tune up. i just want the piece fixed that I brought it in for. she says they can't do a partial repair, although the repair I need is under warranty. I asked to speak to a manager and she stated this is coming from management.
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Posted by Anonymous on 2009-08-01:
What a rip..So much for the warranty
Posted by tnchuck100 on 2009-08-01:
Dirt in the oil? If that were true, and I seriously doubt that it is, your engine would be destroyed. You may find it cheaper and less hassle in the long run to forget the warranty and find a local lawn mower shop. He will probably appreciate your business far more than Sears does and treat you better.
Posted by SearsCare on 2009-08-06:
To auntsuzy609,
My name is Brian and I am part of the Sears Cares escalations team. I apologize that you’re having these problems with your lawn mower, and we would like to more about the specifics of what is going on here, there may be something we can do to help. At your convenience, please contact my office at searscares@searshc.com so that we can see what we can do. When you have a moment, please send an email. Please provide a contact phone number and the phone number the lawn mower service was set up under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (auntsuzy609) for reference to this issue, and we do look forward to talking to you soon.

Thank you,

Brian J.
Senior Case Manager
Sears Cares
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