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Sears Consumer Reviews - Page 4

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StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAKEWOOD, CALIFORNIA -- First problem with Sears: Bought a $2500 dollar oven from Sears, and my son broke the glass oven door panel. The handle became loose and when he tightened it the glass shattered. I called the service center and asked if I could bring it into their repair service center in Lakewood California. They said yes. Brought it over there and they said NO they could not do it. Called Sears main number again and asked if their Service Center repairs oven doors. They said YES. I asked if I leave the door there they can have it repaired and pick it up later they s aid yes. The main Sears repair service said YES. Then they gave me the Lakewood phone number and I called them directly and they said NO. The only way to get repairs is to have a service call to your home. So now you have to pay Sears for a home service call plus the repair. You have no choice so don't buy items from Sears that they might have to repair.

Second Problem: Having trouble with our home HVAC system. Called Sears for an evaluation of this unit. They said it would be 69.00 dollars. They can out, climbed on the roof, took a picture of the firebox and said it was defective. Their service representative said he could make an appointment for someone to come out and give us a price on a new unit. This took approximately 20 minutes for him to make the contract with Sears. Then I gave him my credit card, waited another 20 minutes and finally went out to the Sears truck and said what is the problem. He said his credit card machine was not working. I told him to see my son when he got it to work. I left and he could not get it to work. Then 1.5 months later I got a bill from Sears for $170. dollars instead of $69. The only way you can dispute a charge with Sears is through a certified letter they do not take disputes over the phone.

Third problem: My son had his brakes repaired at Sears. They broke the lug nut and refused to repair it. Had to pay another company $70 to repair it.

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Frustrated and dissapointed
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COLORADO -- On Friday December 18th I called the Sears appliance repair phone number provided in my owner's manual. I explained the problem I was having with my washing machine. The Sears representative could not help me fix my washer and so told me (after looking up repair availability) that a repair person would be coming to my home that afternoon.

I then got a e-mail stating the Sears will not send a repair person until Jan. 14th, 2016. I called the customer service dept. back and let them know that this will not work for me as I do not have a laundry within an hour away. She then said she would get me on an earlier schedule and that someone will be calling me to let me know when the new date will be. It is Tuesday the 22nd of Dec. today and I still not received a call. This morning I called several numbers provided in my owner's manual and online. I was put on hold and then the line went dead.

I started a chat with someone online from Sears. I explained my issues with him and gave him my phone number which he asked for. I never received a call from him. Finally I found another number to call and was greeted by a lady who spoke broken English. After asking her to repeat what she just said a couple of times I came to the understanding that I was not going to get service until Jan. 14th, 2016. If it takes that long to provide service to your customers why don't you hire more service technicians???

I generally do not buy extended warranties from Sears or anyone but was convinced by the salesman that it would be worth it. I have been a Sears card holder since 1980 and have shopped with my family at Sears since I was a little boy. I have spent thousands of dollars at Sears and would be spending thousands more. Not any more!!! This is my official notice to Sears that my life long relationship with their company is done.

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

GAITHERSBURG, MARYLAND -- We had an estimate done a few weeks ago for a leaky refrigerator, and paid the $89 fee for the repair person to come out. The $250 quote seemed excessive so we tried to find a decent priced refrigerator from Sears, but could not find one in our budget. I tried several times to call and speak with someone about an appointment but stayed on hold for over 30 minutes each time. I finally made another online appointment and added in the additional comments section that we have paid the diagnostic fee and would like to have the repair done. I received several automated calls reminding me about the appointment but nothing acknowledging my comments.

I received a call at a few minutes before 2 (the appointment was between 10-2) from a Richard, who refused to give me his last name. He asked me if I was aware of the service charge, which he informed me was now $105. I explained to him about my notation and he told me "That's not how it works. You have to pay again. Why didn't have the repair done when we were out the first time?" This man was extremely rude and talked to me like I was a 5-year-old. I couldn't believe it. I told him I didn't want him at my home and that I would call customer service.

I called and talked to someone that clearly didn't have a great grasp on the English language, although she was the least rude of all the Americans from Sears I talked to. She offered us $50 off of the visit. I explained to her, as I had explained to Richard with no last name, that the issue was the same and we had paid a diagnostic fee already, and we would not be using Sears for the repair. I called the Sears Holding customer service number, and the "lady" (I use that term loosely) I spoke with told me to ask for someone who spoke English and immediately sent me back to the main customer service number while I was still talking!

I did some research and called the number for Mr. ** office. I asked to speak to Mr. ** and was asked who I was. When I said a customer who has been dealing with awful customer service, she rudely informed me she had no access to Mr. ** office. Strange, she had to find out who I was before she realized she had no access.

When I brought this up, she YELLED at me, said she knew what she was talking about and told me not to call her a liar (which I didn't)... I was then transferred to a random voicemail. I am going right on social media and review websites to share my experience, in hopes that Sears will take notice, perhaps by a drop in business, and mandate better treatment of their customers.

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Their Dispatchers Will Hang Up the Phone While You Are Talking
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OAKLAND, CALIFORNIA -- I purchased a mattress and paid for an $80 delivery as well as $15 to haul the old mattress away. They weren't able to deliver in the next couple of days so I had to wait 2.5 weeks for delivery. The day finally arrived and they gave me a window of 2 hours, between 12:45 and 2:45pm. Well, 2:50 comes and Bianca from dispatch called me to let me know the crew was running 45 minutes behind. I said "Ok. I'll keep waiting." 5:30 came and still no mattress. I called dispatch and they said that the delivery was there at 2pm but they allegedly called me and I didn't pick up.

All I was doing around the house was WAIT for them to come over. Plus, why would they call me at 2:50pm to let me know that they were running behind and not tell me they were there already. I demanded for them to fulfill their commitment to deliver my mattress today. She said the drivers weren't picking up the phone so she wouldn't be able to know if they could come back today to make the delivery. I explained to her that her story wasn't making sense and she said "There's nothing I can do if you don't pick up the phone."

I then pointed out to her that she was making assumptions and not believing their customer's word. She said that she couldn't tell me if the delivery was going to be rescheduled as she couldn't speak with the driver. I asked for a supervisor she said they leave at 1:30pm. I asked her to put me on hold. She did and then hang up on me after 5 minutes. I called again and she put me on hold for another 15 minutes. I called again and asked for her name, she put me on hold without saying a word.

I called again and Mary picked up the phone with an attitude. I asked her why they kept putting me on hold and explained myself. Her response was "She's been trying to tell you for the last half hour that you are not getting your delivery today". I asked her to please not speak to me in that manner and guess what she did. SHE HANG UP ON ME!!! I of course called again and no one picked up. I tried one more time and Bianca picked up. She said "I can reschedule you for Tuesday." I asked the name of her supervisor, she said Erica. This is the worst customer service experience of my life!!!

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False Advertising, Fraud, Online Order
By -

GREENVILLE, NORTH CAROLINA -- We purchased an advertised flat tube (Flatscreen) TV from Sears and received a standard bubble screen TV instead. After numerous contacts with Sears this matter has not been resolved. Below are e-mail responses we received from Sears. Note the false statements from Joy ** stating the product Description and Specs do not say Flat tube (flat screen). I also got the same statement from a salesman at the Greenville store when I called. Also note that Sears promised the store manager would review this order and contact me. This Store manager never contacted me. This TV has not been replaced with one that matches what we purchased.

The exact Product Description and specs follow. Purchase Date: Saturday, June 11, 2004, GREENVILLE 240 CAROLINA EAST MALL GREENVILLE, NC 27834-6756, Store Phone: 252-353-2200, 32 in. Diagonal Color TV 093002431425 Sears # ** 279.99. Product description: Sylvania offers features and performance of a FLAT SCREEN TV in a 32 in screen size. Product Specifications: TV Type: FLAT TUBE. Screen Size 32in.

Tuesday, June 15, 2004. "Thank you for contacting Sears. We apologize for the experience you have had with ordering through sears.com. In reviewing the website, the description of this television states that it has the performance of a flat screen, however, it does not state that this particular model is a flat screen." (This is a flat out lie). See the product description and specs above. I sent this rep a screen capture of the Product Description and specs and she still denies what it says.

Wednesday, June 16, 2004. "Thank you for contacting Sears. Please accept our apology for the inconvenience the error in the product description on our site caused you. You are correct, and the product description has now been corrected with no mention of a flat tube. Although you entered your order on-line, it was placed with our Greenville Store. I am certain they will work with you to replace the set you purchased with one meeting your specifications." (Of course this never happened. To Date Sears has not replaced this TV).

Sunday, June 20, 2004. "Thank you for contacting Sears. We once again apologize for the experience you have with your store pick-up order with Sears. Please contact the store directly for assistance with this endeavor." (Did that already. Same day it was picked up. The Sears rep at the store tried to convince me that this TV was wired like a Flat tube TV and performed like a flat screen. Wow what a great snow job that would have been if I had fallen for it.

It is either a flat tube TV or it is not. It is physically impossible for a bubble screen TV to perform like a flat screen TV. Sears has at least two employees that would have us believe different. I just wanted to upgrade from my 32 in bubble screen TV to a 32 in Flat Screen. Guess I picked the wrong store. Shame on Sears.

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First Year Good--in 2018. Now, 2020--Frustrating & Ridiculous
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FLORIDA -- I've made over 122 telephone calls and on-line chats since 1/4/2020. They original sent me to 3 retail stores to apply a voucher that was sent after they could not repair my beverage center. All the sales reps said, "They should know better--it has to be filed online at Sears.Com." Well--I've ordered the item using the voucher 5 times and 2 to 3 days prior to the delivery I receive a vague voice mail message saying I have to call and reorder a new item. Here we are in May and I just received a message yesterday telling me to call and re-order. Also, I've been informed each time I call that the Supervisors are not available.

To make matters worse, the replacement voucher is only 1/3 of the cost of my original appliance. Moreover, they refuse to communicate via written/text/email confirmation because it will leave a paper trail demonstrating the futile obstacles customers face. Folks--their poor process sets the groundwork for a "CLASS ACTION" lawsuit. I have documented all my calls, dates and times. I hope they call me as a witness.

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DONT ORDER THIRD PARTY MERCHANDISE FROM SEARS.COM
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GLENWOOD CITY, WISCONSIN -- This is the second time I have accidentally ordered something that was a third party marketplace on Sears.com. I will NEVER again order anything that is not in actually Sears. You ALWAYS pay more to ship it back if there is something wrong with it or it wasn't what you thought. You go thru hoops to return it and you should just keep it because it costs more to return it and you don't get your shipping back. Sears DOES NOT BACK you up like Amazon does and The service people (if you understand them), just continue to repeat ":we are here to help you" but they don't. NEVER AGAIN ORDER FROM SEARS!!

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Dubious scammers years later
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

INDIANAPOLIS, INDIANA -- Dad couldn't find a local roofer in a timely fashion one summer 5 years ago. He found out Sears ran roofing services and gave them a try. Dad and I happened to be repairing a barn roof across a pasture and we smiled as we listened to 4 workers work fast and talk every second in a foreign language. We admired their speed and roof was completed with fine workmanship. Here's the rub: 5 years later, (2 days ago), 2 men showed up at his house, said they had been up on his roof, made repairs that were scheduled, showed him on his smartphone the date the roof was installed, and claimed they had done authorized work and that Dad should pay them $700. (Oh, but before they left, they said they would settle for $200 if he paid cash...) Well, Dad was a chemical engineer as well as a farmer, before retiring and is extremely intelligent. However, at age 91, they caught him off guard and they nearly talked him into paying. Clearly, the crew had made notes on customer's ages and had kept them until sharing them with the fast-talking scammer crew. I wish I had been there. I would have held them at gunpoint until the sheriff arrived. I will note to NEVER enlist contractors from out of town. Is this fiasco Sear's fault? I don't know, you tell me.

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Incompetent And Harassing.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

We purchased an extended warranty for a Kenmore grill. Before the warranty expired, it stopped working. We contacted Sears and they said they would send parts to fix it. They sent one part per month for several months and then finally 5 months later sent an email that said the main broken part had been discontinued. We contacted the extended people and requested a replacement grill which we eventually got, with persistence.

Fast forward two months and the big missing part just SHOWS UP in the mail so now we have an old grill and 4 parts and a new grill. The old grill is so rusted, I couldn't even begin to install all the random parts they sent us. I figured I would fix it and donate it to Goodwill or Habitat for Humanity but the screws are all rusted and impossible to remove so all of it is just sitting in our carport. I had no idea what to do with it. Now we are receiving harassing phone calls from Sears. They say they are going to bill us for the parts that finally arrived, after six months of their complete and total incompetence.

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Beware Sears Home Protection. It's a Third Party and Not Actually Sears. Customer Service Is Worst I Have Ever Deal With. Have a C
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WATERFORD, MICHIGAN -- Beware. They make all kind excuses not to pay a claim. I call for service call. Said I would get a call back in 24 to 48 hrs. Never got a call. Was told after had no one to service my furnace in MI. Found out they're locate in Florida and it's a third party. It's actually not Sears. Terrible, nasty and rude. Had contract for almost 4 months. I was at first was told didn't have contract long enough.

After 30 days your contract is suppose be covered. Then keep being told so many reasons why it was denied then last one show that it was in good working condition. Show 30 days prior to signing up how could I was in July. Furnace was turned for summer. Turn it on in October. Never got service and still was trying to take monies out my account. It's good cause I still got a new system without being frustrated with Sears never again. Sears sales Samsung but read upon there's no factory for Samsung so who makes. Read up on your self. Beware of Sears. The old Sears is dead.

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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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