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Sears Consumer Reviews - Page 2

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Rude Refrigerator Repairman After I Refused to Purchase Warranty
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Rating: 1/51

LAKELAND, FLORIDA -- 7/22/2015 - Had a Sears refrigerator repairman out to repair ice maker. Repairman immediately went into warranty sales pitch. After declining the warranty he became rude and belligerent. He finished the repair and presented the bill for $342.15. I counted out that amount for him in cash and handed to the repairman. He then states that he couldn't accept cash as payment. I stated "you have to be kidding me". He says no cash. He could only accept credit, debit cards or money orders. I told him it was cash or nothing.

Then he states he would accept cash, but I would have to pay an additional $2 so he could purchase a money order. I gave him the additional $2. I have never heard of such crap! Rest assured Sears will never get my repeat business for service or purchases. By the way - they accepted over $3000.00 in cash when we purchased our appliances at the store!

What Happened to Sears Selling Quality Merchandise?
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Rating: 1/51

UTAH -- Purchased high line mattress from Sears. Over the 47 years buying various products products from Sears we felt satisfied with the quality. Until the mattress purchase. Wow. Unbelievable. After 2 months we had 2 In. Sags on each side where our bodies laid forming a huge hump between us. Really quality huh!!!! Contacted Sears about their warranty. Wow! They can't help. They give you number to call. No idea who we were talking to but surely not the Sears salesperson that made promises to us about previous customers being greatly satisfied.

Well after experiencing the worst mattress you could imagine we called the number they gave us. They assured us after pictures of the sags and humps using a straight edge they agreed to help. Not Sears mind you but the person whomever they may be on the other end of the phone. So back to the Sears store reluctantly with no chance of refund only to choose another mattress.

Again we asked "please be truthful, what is your best mattress." They showed us and we agreed to try it. Really another 300.00 after all the grief? We had no choice as we didn't want to lose our original investment. Two months later same thing. Congratulations Sears you lost a lifelong customer. Tired of jumping through hoops and never being satisfied. And I can't help but wonder how many more will choose to do business elsewhere. Shame on you!!!!!

Item sold not in stock
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Rating: 1/51

I purchased a game table from over a month before Christmas, it was to be my parent's gift to the kids. Two weeks before Christmas I get a call telling me that the table is no longer in stock. I searched the internet and found this store. I explained the situation, and while they could not guarantee that I would get the game table before Christmas, but they would do what they could. They processed the request and I received it a week before Christmas. Saved the day that Sears messed up! Thanks RecRoomStore.

Big Box Nightmare
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Rating: 1/51

PARAMUS, NEW JERSEY -- I have been a kitchen designer for 15 years now and I have never been stonewalled by an appliance manufacturer when asking simple dimension questions. As they did not provide a drawing with dimensions for the unit like any other manufacturer would I had questions. All other manufacturers have helped me in some small or large amount but Sears/Kenmore actually actively resists the entire conversation. See the movie "Idiocracy" if you need a better example.

Kitchen Cabinet Refacing
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Rating: 2/51

FREMONT, CALIFORNIA -- I was told that the kitchen cabinets had a 100% lifetime warranty. However, I contacted them over peeling and they now tell me that they charge to send a technician. Really??? So it really isn't a 100% warranty if you charge. It is very disappointing. I should have read the reviews before hiring them. I'm no longer a Sears customer!

Replacement of Bad Engine
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Rating: 5/51

ENID, OKLAHOMA -- I just want to say thank you for replacing the motor on my Craftsman Mower. The serviceman was excellent and did a great job.

Great Experience!!!!
StarStarStarStarStarBy -
Rating: 5/51

LYNCHBURG, VIRGINIA -- I had my windows installed by Sears 3 years ago and I am very pleased. Everyone from the salesman to the installer were amazing. In response to David's post Sears is not going bankrupt at all. I did have a window that got some moisture between the glass and they replaced right away. Any double pane window will at some point have a problem. I am just glad I had Sears to go back to. I have always had a great experience with them and I believe their customer service is why they have been around forever.

Delivery Team Destroyed Chandelier, Sears Refused to Reimburse
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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!!!

DieHard Men's 6 inch Nubuck Work Boot - Tan - Complaint
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Rating: 1/51

GOLF MILL NILES, ILLINOIS -- If you're thinking about purchasing DieHard Work Boots. Check out the reviews on their website you'll be shocked. I cannot believe they would put their name on such a inferior work boot. DieHard Boots were in my opinion the best work boot's in the industry, comfortable, priced right and they went the distance and were Made in the America. I was disappointed to see they were being made in Korea. Still purchased them and they were a quality product. The leather uppers would wear out before the soles. I was very disappointed to see they were being Made in China. Still purchased them and that's when everything changed.

Bought 2 pairs at the same time. Wore one pair for over a year and retired them. Took the other new pair out of the box. The soles of these were a little sticky. Wore them for a short period of time less than 3 months. The soft composite material that the sole was glued to literally crumble apart. I work for a home improvement company and I'm in customers homes. I had to pick up the pieces of my boots threw out this house because they started to fall apart. (Thank goodness for duck tape.) I was embarrassed to say the least.

And to add insult to injury, I took the defective product and I sent it registered mail to Sears Holdings Corporation in Hoffman Estates, IL to the former CEO Mr Louis D'Ambrosio. They received it and I never got a response. Sears 90 day warranty for shoes and boots is worthless. I've stopped purchasing footwear Made in China because it's the poorest of quality. High profit margins for them, poor quality boots and shoes for their customers.

I will not purchase new boots 2, 3 or 4 times a year that would be nuts. It will be far less expensive to purchase American Made boots. I purchased a pair of boots from Farm & Fleet back in 2009, though I didn't the way they looked. Dark brown with a black sole. I prefer the buck skin color and the lighter sole. They are Made in the U.S.A. and have lasted.

Poor Customer Service
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Rating: 1/51

HOFFMAN ESTATES, ILLINOIS -- Item ordered originally 28 May 2015 was delivered 2 Jun 2015, damaged. Called Sears customer service. advised could return and reorder at store. Returned to store (Fairview Heights IL) and reordered. I was told I would receive email order update. Received email with hyperlink that took me to site that listed orders only not the item I ordered but the one I had received, and it was listed as delivered. Contacted store, was told to contact Contacted was told item would be delivered 10 Jun 2015 it was being processed.

04/06/2015 Received email that order was being shipped and tracking information would be sent, never received tracking information. 10 Jun 2015 checked status online status shows item delivered. Called customer service was told item was released by warehouse to UPS, asked for warehouse location agent placed my call on hold and then hung up after 25 min. Called customer service back connected with "ELLIE" (undisclosed location), asked to talk to an American representative was told she could only connect me with a case representative.

Connected with “Vince” at undisclosed location. Vince was extremely apologetic and assured me would do everything possible to help me. Ask to talk to American representative could not do that could provide me with CORPORATE EMAIL ADDRESS after much ranting and frustration results were: No Product, No Shipping Information, No Status other than that Item had been shipped and delivered, No Americans Talked To, and not enough room on their feedback page to complain & more aggravation because there was no customer service just lip service with NO RESULTS.

06-11-2015, 20:43- Used Talk Hyperlink. Took me to web page requesting open phone line. Was contacted by CSD explained that item still not received and that tracking number given indicates item that is supposedly 44 lbs. is listed at only 5.00 lbs. Call placed on hold. After 15 min 51 sec. call was disconnected. Called back connected to “Stacy” could hardly understand so not really sure. After explaining AGAIN approx. 24 min at this call center was placed on hold while “Stacy” contacted UPS for conference call. Was assured she would not hang up on me.

Connected with Ms. ** at UPS call center located in Southeast Asia. “Stacy” did not stay for conference call so had to explain my complaint AGAIN. Informed by Ms. ** that the label for the item was created on 08/06/2015 and item was picked up in Bartlett, TN on 09/06/2015 and delivered to their sort facilities.

It was incorrectly sorted at their facility and may be delayed, but would be delivered by the end of the day 11/06/2015, this information was still current as of 16:32 Eastern Time on the UPS tracking site. After I complained it was listed on their tracking site on another update as having departed Bartlett, TN at 20:47 11/06/2015. It left the sort facility approximately 4 hrs and 15 min after the updated delivery scheduled time.

13/06/2015, 13:50- Asked for incident # or control # to refer to was told all information was in case notes. Asked who was listed was the last representative I spoke with, NOT “Stacy” but, Suhaiv was supposedly the agent I talked to on my last call at 12:44 pm my time. “CHRIS” informed me that the item had been shipped 12/06/2015 ask to be connected to an American agent was informed they cannot connect me to an American representative they accept random calls and could only connect me with a supervisor.

Connected to “Nathan” case # ** informed that their system had several layers and customer service representative have limited access to case/problem information. When I ask to be connected to an American, was told by “Nathan” that they cannot connect me to an American Supervisor they accept random calls and are not able to connect customers even if it is specifically requested. 13/06/2015, 18:54- No return call. SURPRISE, SURPRISE, SURPRISE.

13/06/2015, 19:12- “LUCY” called after I posted on Sears Holdings Company's Facebook Page. Told I would be refunded in the form of a Sears gift card and that it would be processed once UPS has finished its investigation possibly in 10–14 business days. Asked if there was a maintenance fee on the gift card “Lucy“ stated she was unaware of any. Told me that she felt no resolution can be reached and that I should NOT CALL BACK. Told me I could contact their corporate office at 1-800-549-4505.

13/06/2015, 19:47- Called Sears solutions talked to “Shakira” supposedly an American in Hoffman Estates, IL. Told her about the problems I was having and that if she needed more information she could find up to the minute logs on The Sears Holding Company Facebook page. She informed me she would call me back, I however forgot to mention I posted it more than once and that it was also on my Facebook page.

20:10 awaiting her return call. 23:06 No Return Call. 14/06/2015- No Return Call. 15/06/2015- No Return Call. 22/06/ 2015- Still no product. 30/06/2015, 13:16- Called connected w/ Kris told item would arrive 10 Jun 2015. 13:20 put on hold. 13:22 told needed to contact store in Cordoba. Unable to find out which country/state that is in, put on hold again. Barely able to understand agent must have most comments restated.
13:27 Agent came back online told to continue holding. Returned to hold Music.

13:29 told would provide me with store telephone # 901 937-7400 located in TN. 13:33 put on hold again while agent tries to contact store. 13:38 Agent came back online told to continue holding. Returned to hold Music
13:44 No delivery date at this time. Informed this would be posted.

Update 07/03/2015:

Received Email from Sears. 2 Jun 2015
Dear Victor,

We have reviewed the feedback you provided on your recent concern. I sincerely apologize for the experience you have had.

Our records indicate we have issued a credit in the amount of $111.87 on 07/02/15 and this credit will be issued in the method of payment you had used. If you have any questions pleae let us know.

Pam M
Sears Member Services

see order details below:
Garden Oasis Lighted Rock with Wheel Fountain
Placed on Jun 3 Order #822899264
Qty: 1

write a review
Sears is willing to refund me approx. $18.00 less than I Was charged. I Guess that is to help offset the language lessons for customer service agents.

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Sears Rating:
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1.3 out of 5, based on 217 ratings and
823 reviews & complaints.
Contact Information:
3333 Beverly Road
Hoffman Estates, IL 60192-3322
847-286-2500 (ph)
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