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Wrong Item Received
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I received the wrong size pillow. I paid for a king and since it was out of stock Sears sent a queen. I was still charged for a king and I have contacted customer service twice with the chat option. I am not getting any results. I was told to take photos and send them. By the time I do this the chat representative disconnects with me. I am super frustrated with Sears.

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Repairs Under "Warranty"
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHANDLER, ARIZONA -- I bought this agreement when I purchased my french door as I knew at some point in the 3yrs I would need it, not knowing how subpar their service and benefits would be and what a HEADACHE!!! Now fast forward 18 months...The ice maker has been an issue for 6 weeks and counting, 3 different appts for a "new" part being ordered and 3 appts to have the part installed/replaced and still nothing! There is a "replacement" benefit that comes with which after 6 appts, 3 new parts (same part) appts and 24hrs of my time off work to sit and wait for the tech (an adult 18yrs must be at the appt). I would think that there is a problem with the refrigerator and not just the "ice maker".

But no I need to schedule yet another appt for a "technician" to come "diagnose" that the ice maker is faulty or repairable or not and if not re-order yet another part (ice maker) and schedule another (8 visits now) to replace the part (that has already been replaced 3x's) and then wait for 24-48 hrs to allow the unit to start making ice. Ok then if it does not then I call again for another technician to come back and look and see that yes no ice and diagnose and again and again and again!!!! They will not replace the unit at this point (8 visits total).

Spoke to claims dept to "qualify" for a replacement and nope I am not at that point yet due to their "guideline" each visit to replace/install the new part is not a "service/repair" order. It's a follow up to attempt to "repair" and so therefore I must have 2 more new parts ordered/delivered installed and diagnosed as "un-repairable" in order to qualify so that will put me at 10 visits (40 hrs not taken off work) and then I will qualify for a replacement. At that rate I could have purchased a new unit with a week's paid time off that I've taken! Save yourself the headache and mental ** stress of dealing with them and spend the $180 on your own repair person or put it towards a new unit!

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Warranty Master Protection Plan
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WASHINGTON -- I can't say enough about the Sears master protection plan. I need to shorten it. I hope I can. Horrible horrible. I've never come across any company that is so mixed up to put it nicely. I've had this planned for at least four years. In the past it's been fine. But it seems ever since Sears has had financial problems everything and I mean everything has gone downhill. Their customer service I just can't express enough how horrible it is. The least amount of time I have spent on the phone is an hour and 10 minutes being transferred around getting a repair appointment to either don't have the help they don't have a date and this has gone on since the beginning of June. I never got my heat pump fixed.

Whatever negative review you read on Sears master protection plan don't do it. I have a few more days left on it and I just renewed it and I'm going to American Home Shield - nothing but good reviews and they guarantee within 24 hours to be at your house. I've had them in years past and they are excellent. I don't know why I decided to go to Sears.

I hope you take my review serious. It's been the worst headache ever. I do not like to be put on hold for over an hour. I'm a little too patient I guess. Nobody seems to know what to do. There's a problem somewhere beyond customer service. They have some real problems. American Shield is where I'm going and they will also cover many many more appliances. You pay a small deductible each time they come out but it's going to be well worth it. Absolutely no headaches and you know they're coming. I was told they don't come out in my area - what? I'm just tired of them.

Anybody wants to ask me any questions feel free to reply to this I guess. I hope I get the notice. I'm not gonna talk you out of it. I'll just tell you what happened to me over and over and over. You pay good money for this warranty. I don't want just good coverage. I expect the workmanship. It's what I paid for 600 a month. Like I said I just can't say enough. It's horrible. If Sears representative wants to contact me they're more than welcome. They'll get an earful. I will leave my name i... My email address please contact me. Sears you probably should.

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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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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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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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DieHard Men's 6 inch Nubuck Work Boot - Tan - Complaint
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
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.

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I Am Now a Former Customer
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AUBURN, MASSACHUSETTS -- I received a pair of gold hoop earrings as a Christmas gift. I don't wear them every day, and I am very careful with them (off OR on). I was putting them on yesterday, when one hoop snapped into two pieces (later discovered there was another crack in the same hoop). I took the receipt and the broken earrings to the jewelry counter. The clerk looked at my receipt and showed me the return policy listed on the back - 90 days… but my earrings are broken… the hoops shouldn't snap in half after six months.

Called the manager over. He did the same thing, showed me the return policy on the back of the receipt. He told me if I had purchased the 'care policy', I would have been covered. I reminded him that I received them as a gift. Told me there was nothing he could do. I said to him, "it's too bad you opt to lose a customer instead of giving me a store credit to keep me happy." I asked for the corporate headquarters phone number. They wrote it down and I went on my way.

I dialed the number they gave me. At the other end of the line, I was told to press the star key, and I would get a text. Oh, I got a text alright, the text told me I would be charged $9.99 for a locator service, unless I replied STOP. WTH? I immediately called the jewelry department and told them about the number they had given me. She offered to transfer me to the office. I spoke to someone in the office, who asked me what the number they had given me was. Come to find out, they had TRANSPOSED the digits when they wrote it down. UGH! I told the woman in the office that if my cell phone is charged, she will be hearing from me again.

I proceeded to look up the corporate number online. The first time I got through, the woman asked for my name. No sooner had I told her my first name, and the call was disconnected. Great. I called right back. The receptionist said if I give the next CSR my phone number, they can find ** - the CSR I was speaking with. Ha. After 10 minutes of waiting, a CSR picked up. I told her I had been disconnected. She said, "there's no way we can find out who you were speaking with"... "funny, the receptionist said you could." Anyway, I didn't want to fight that battle, they were already on strike two.

Once again, I told the CSR the story of how the manager told me there was absolutely NOTHING they could do - even with the receipt in my hand. She told me she would submit my complaint and the department that handles complaints would look into it. Oh, and she'll send me a $10 gift card for the phone number hassle. GREAT. Too bad I'll NEVER shop at Sears again! If/when the card arrives in the mail, I'll be cutting it to pieces and sending it back.

My issue isn't really resolved. I have a broken pair of earrings - which is embarrassing to the purchaser, and I've got a bad taste in my mouth - they wouldn't even settle for giving me a store credit. Even with the receipt in my hand. Ridiculous! So if I hear from the complaint department, I'll be very surprised. In my opinion, the CSR may as well have said she was sending it to the dead letter department.

I stopped shopping at Sears about 15 years ago, after a horrible experience in the photo department. I wrote a letter directly to the president of the company back then, expressing my displeasure with the photographer and that day's experience, and never heard one peep back. Stores that don't respond to complaints don't get my business. And to Sears - just remember - bad word of mouth travels faster than good.

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What Happened to Sears ? Part 2 Legal Issues (Useful for Everyone)
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SAN DIEGO, CALIFORNIA -- If someone hasn't had a chance to read my previous complaint regarding my purchase of a defective refrigerator from Sears Outlet, it's not a big deal. Here is the bigger issue: I wanted to return it immediately, but I was told that appliances bought from Sears Outlet are subject to repair only, unless a Sears Product Repair Technician determines that the appliance is not repairable!

Oops! I wish I knew it before I bought it. Let's go ahead and take a look at some legal issues. It might be very useful for everyone: “California law requires that retailers who have a policy of not providing a cash refund, credit or exchange when an item is returned with proof of purchase within 7 days of purchase must inform consumers about their refund policies by conspicuously placing a written notice about their policies, in language that consumers can understand, so that it can be easily seen and read.

The policy must be displayed either at each entrance to the store, at each cash register and sales counter, on tags attached to each item, or on the company's order forms, if any. A return policy printed only on a receipt, for example, is not sufficient. If a store violates this law (California Civil Code section 1723), the purchaser can return an item for a full refund within 30 days of purchase.” (Copied from California Attorney General's Return Policies webpage)

Unfortunately, at Sears Outlet, I did not see any sign regarding their Return Policy - neither on the item, nor at the cash register or entrance. None of the employees ever mentioned the terms of the Return Policy to me. I believe that Sears Outlet Return Policy sign must be written something like: “Sears Outlet has a policy of not providing any refunds or exchanges unless a Sears Product Repair Technician determines that the appliance is not repairable" or "The sales are final." Is it understandable? Yes, it is, but it was not there.

The part of my receipt which called the Customer Solution Commitment states: “Return Policy-Satisfaction Guaranteed or Your Money Back. We will be happy to accept your ‘In Warranty' returned product after a product Repair Technician has determined the product is not repairable… Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging.”

First of all, it is not clear what is going to happen if product is repairable. What if I don't want it to be repaired? I am assuming that as soon as their goal for me to be completely satisfied I have a right to simply return the product according to their own Policy, even if “Sears will not be happy” to accept my returned product after a product Repair Technician has determined the product is repairable.

Sears Outlet sells the previously returned items. Of course, it's in their best interest to get rid of this items under any circumstances. That's the point of the Return Policy they have. Besides the fact that I've never seen Sears Outlet Return Policy anywhere but on my receipt, I was not even able to understand the “language” they used. Sears Outlet Return Policy written on my receipt is vague in order to keep their customers in the dark.

If I would have known the real terms of Sears Outlet's Return Policy, I would never even entered the store! In cases like mine, most people will give up and keep the item they bought. That's what Sears is counting on. I am not going to. I believe that my rights as a consumer have been violated as well as California Civil Code.

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Sears Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 249 ratings and
854 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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