Sears Reviews and Ratings
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Overall Ratings
(40 ratings)
(10 ratings)
(3 ratings)
(2 ratings)
(4 ratings)Attribute Ratings
Customer Service (57 ratings)Perform as Advertised (54 ratings)
Timeliness (51 ratings)Use Again (48 ratings)Cost Effective (44 ratings)Sears Reviews
Anonymous-164821.... July 10th, 2018
Purchased. Frigidaire dishwasher april 2018. Not good quality at all. Almost started my house on fire july 6. Called numerous times for assistance.now i have to wait 2 weeks for Frigidaire to come out. This is a lemon and im going to call about it.
Anonymous-163597.... November 6th, 2017
Bought a dishwasher, delivered and installed
After trying to use to the appliance for 30days
I can not use this dishwasher
It is way too very very loud
Makes too much noise when washing dishes
When I open the door to add a dish
Scalding hot water spewed into my face
This dangerous and I donor like this at all.
I have ordered a better quality dishwasher appliance and
Put it on layaways order
I want to return this unsafe dishwasher , Whirlpool
And get a better one that meets my needs more safely , Kenmore elite
Please credit my account ASAP,
and help me pay for the upgrade
White in color only
3 shelves
Very quiet when running
Anonymous-161041.... December 2nd, 2016
I have bought two major appliances in the last two years and the quality of workmanship is terrible coming out of Mexico. I wish sears products were made in the USA. Both products had to be repaired multiple times in the first year of use and both times it was because of workmanship.
Anonymous-145375.... October 21st, 2014
I purchase a Craftsman 1/2 hp chain drive garage door opener model # 139.54985 assurelink. No where on the box, instructions, or sale people does it say this will not work with Homelink vehicles made before 2011. And the fact you must buy a Homelink repeater to make it work. These repeaters cost anywhere from $30 to $90 plus shipping.
Anonymous-139231.... July 1st, 2014
Recently I bought 2 pkgs. of your VIP all nylon panties in a size 7. They were not made with the quality of your previous panties of the same kind. In fact they shrunk to a size or two smaller. I will not buy they again or recommend them. I would like to have my $20 refunded. If you care about the qualityEKMQ of your merchandise you will cease having them made at the current location or improve the quality of your merchandise.
Anonymous-132547.... March 13th, 2014
Kenmore washer repair
My washer needed repair, they sent a gentleman to repair it. I was very pleased with him, he was polite and told me what was wrong than fixed it in no time.Didn't get his name. He is a credit to Sears Company and I HOPE CREDIT GOES WHERE CREDIT IS DUE! He's a breath of fresh air! Service repair at Monrovia, Calif.Anonymous-126670.... December 14th, 2013
The right hand doesn't know what the left hand is doing.
I purchased the only reversible door washer Sears offers, apparently a relatively new product. Today, is the 6th delivery attempt to bring me a functioning washer, that does not have a reversible door because after 5 failed attempts to bring me a working reversible door washer and my time on 4 out of 5 days lost from my job I am settling for not what I wanted. When the manager of the Sears store where I purchased the item tried to get Sears national office to help, national said they'd get back to me in 24-48 hours. Do not buy an appliance from Sears.Anonymous-123016.... October 21st, 2013
18 Depressing Photos That Show Why Nobody Wants To Shop At Sears
Today's Headlines in the "Business Insider" about says it all when it comes to Sears! Save your time and money and shop anywhere else.
ariley845.... October 3rd, 2013
merger bad idea
the merge with kmart was a bad idea. everytime i step foot in sears it feels more and more like im in kmart,and that is not a good thing.
Anonymous-116761.... July 23rd, 2013
Use your new tractor in 7 to 10 days after delivery????
Sears delivered a lawn tractor without the manual, paperwork, service repair agreement (that cost several hundred dollars alone) and unbelievably A KEY. So I complained. It will take 7 to 10 days for the key to be shipped!!! There were THREE lawn tractors on the same shipment that did not receive a key or paperwork. When I called customer service the rep called my last name until I told here I was considering returning the mower, then she started calling me Mr. Blah. Customer care is what I expected after not receiving an operating lawn tractor.
Anonymous-115900.... July 11th, 2013
Incompetent, Negligent Sears Auto Center
Service Requested: Side-to-Side Tire RotationService Date: March 15, 2013
Service Location: Northwest Arkansas Mall Fayetteville Arkansas Store ID: 6227
Vehicle: 2007 Infiniti G35
Front Tires: 225/50R18
Rear Tires: 245/45R18
Manager: Al B
Infiniti manual says "tire rotation cannot be rotated on this vehicle, as front tires are a different size from rear tires and the direction of the wheel rotation is fixed for each tire. A pin is on the front brake rotor to prevent the rear wheels from being installed in place of the front wheels." The auto center placed the front tires on the rear. The rear tires ended up on the front. ***Stay away from this location***
Anonymous-113959.... June 14th, 2013
I purchased a Kenmore Bottom Freezer Double Door Refrigerator for $1,300 14 months ago. The refrig./freezer stopped cooling. Called Customer Service & ended up purchasing the extended protection service for $290 (shouldn't have needed to do this if Sears would stand behind their product). The technician came out the same day I called. Found out the "compressor" isn't working properly & had to order a new one. Since the parts & labor aded up to more than the $500 the protection service covers, I had to pay another $67. When the compressor arrived, it was not packaged very well & the top of the box wasn't closed (mailing tape kept it from opening). The technician did not show up when the part arrived & I am now told that I have to wait 1 week before another technician is available. What happened to quality products you can depend on to work for more than 14 mos.!? I have now spent $1,600 and do not have a working refrigerator! I went to Sears to purchase quality and received JUNK instead! No wonder Sears is going Bankrupt!
SoCalWoman.... May 31st, 2013
Was number 1 back in the day
As a child,I remember when we looked forward to the new Sears Christmas catalog coming out each year. We loved to see all the new toys to add to the list and my parents liked the fact that Sears was a very reputable company. However, today they seem to be barely keeping above water. The merchandise has dwindled down considerably and will likely close it's doors in the near future.
Anonymous-108544.... April 21st, 2013
Purchased Kenmore Elite Washer 796.2900 July 2012 for vacation home. Has successfully completed only 2 loads of laundry. Other 3 loads E6 error code/mechanical failure. 3 services calls to Sears.. average repair appointment 3-4 weeks and be prepared for 8am to 8 pm at night even with 4 weeks notice to repair. Per Sears "we only sell them we don't make them". Must have 4 repairs within 12 months not 3 same issue for "possible" lemon replacement.
wrz45.... April 3rd, 2013
No delivery for two days
I order a washer and dryer from a sears appliance store and no delivery, yet they got PAID. On the delivery date the dryer that came to my house was broken. The next day no shipment, took two days off from work and no appliances. i will never buy from them again. Have been on the phone for two days and all i get is excuses!!!!FINEWINE45.... March 15th, 2013
no customer service
I spent the last 1 1/2 being transferred around to different people regarding complaint about service, to be told totally different things only to be disconnected.Had two techs come out to home to "repair" dishwasher was charged $121.00 and they did absolutely nothing. Dishwasher still does not work and I am disputing charges and all I get from their "customer service" is the run around and LIES. Totally disgusted with non-service and will be taking my business elsewhere.
bjammcgee.... March 5th, 2013
Never again Sears!
What happened to customer service and standing behind your products. I have a Bosch dishwasher that is less than 1 yr old. We are on our 4th service call to try and get this thing fixed. Here's how the calls have gone:#1 - available for 4 hrs but no one shows up. I call towards the end of the 4hrs and I'm told the service tech is running behind but they will have him call me. I call again in 1 hr and I'm told he's not able to come..... really?
#2- again available for 4 hrs and it's assessed and parts ordered
#3 - again available for 4 hrs and new parts installed - service tech leaves - doesn't work
At this point I am very upset and call both the store I purchased it at and the 2nd level customer service as I am now into 12 hrs off work. I am told that they will try to get me an evening apptmt and contact me to confirm. I don't hear anything so I follow up and there are no notes and I'm told they don't do evening apptmts in my area. Apparently I didn't need to be called.
So again I'm on for another 4 hr apptmt another day. On the day I was to originally have the evening apptmt the service tech shows up in the afternoon... apptmt is for 2 days later? Where is the communication between Sears departments and the customer?
#4 - again available for 4 hrs hoping that they show up and the service tech has ++ time because he is staying until it's ready and working
DID I MENTION THAT IT'S LESS THAN ONE YEAR OLD!
I will never deal with Sears again it has been nothing short of a horrible experience!
Anonymous-89512.... December 17th, 2012
888-567-3452 Home Delivery
An automated call stating that the delivery of purchase is delayed. Has been going on for three weeks now and can not get them to stop even after calling the service and also going in person to the store to get them to quit the calls. Very frustrated with their automated/ROBO calls !
Anonymous-78481.... October 10th, 2012
I HAD A KENMORE 25CF REFRIGERATOR TAHT I BOUGHT IN 1981, IN 2009 I BOUGHT A NEW KENMORE 25CF REFRIG. MY OLD ONE WAS STILL WORKING WHEN THEY TOOK IT, I WAS SAD TO LET IT GO. BUT I FIGURED THE NEW ONE WAS MORE COST EFFICENT. SO TO MY SURPRISE NEW ONE IS MADE OF PLASTIC, ITS THE FRIG. WITH THE TWO DOORS ON TOP AND BOTTOM DOOR FREEZER ITS STINKS THERES NO ROOM IN IT, THE FREEZER HAS NO ROOM THE WATER COMPARTMENT IS RUSTING, WHAT A PIECE OF JUNK. KENMORE WAS ALWAYS A RELYABLE COMPANY. I GUESS NOW THAT EVERY THING COMES FROM CHINA OR KOREA ITS MADE OF CRAP. I WILL NOT BUY KENMORE AGAIN I WILL GO TO EUROUPEAN BRAND INSTED. AND BY THE WAY I HAD TO REPLACE THE DOOR GASKETS TWICE. SPENT ALOT ON THIS, NOT WORTH IT.
Gugurekas.... September 28th, 2012
Mostly ok service.
All but one time that I went to Sears, I did not face problems. However, I went in to get a fridge, having moved to a new house. The fridge took weeks to get to the house, all the while customer service being no help. That experience showed me how Sears can really be hit or miss in terms of service.
wsmith87.... September 14th, 2012
central air update
just wanted you to know air conditioner stop working at 74 degrees all the outside is froze called credit card services said it can't be returned have to wait three more days before service we know that will be when hell freezes over and that has already happen please do not buy with there servicewsmith87.... September 14th, 2012
air conditioners
bought a air conditioner one week old central air for our house it has not worked for the one week the installers have been back at least five times doing nothing than saying our furnace was broke we were forced to hire a independent company on our cost 100.00 dollars to prove them wrong furnace passed inspection called customer service back at least twenty times no reply put on hold no satisfaction air conditioner is still broke will not cool under 73 degrees and it is under there warranty i will never buy any thing again from sears we have shopped for years from sears and the funny part of it all the furnace they say is junk is from sears tear up your cards i'am out of 3100.00 hundred dollars or better and it can't return it never shop at sears againFlommerjd3.... July 16th, 2012
Priority delivery
Paid 20 dollars for delivery between 7 and 9 30. At 9 30 called customer services disconnected 3 times then put on hold. For 20 minutes..then called delivery .finally told they r running late..asked for my money back for priority.. Told the d send me a gift card. which I don t want as I am done with sears!!!
sambonimachine.... May 16th, 2012
Utterly terrible.
We had a repair guy come out to try and fix a treadmill. I explained in great detail about the problem with the console over the phone, and the guy said "no problem." I told him the model number, brand, etc. We could only pick two days out of the week during the next month. I took time off of work so I could be there when the repair man got there. It was a 5 hour window. He did come during that time frame, and was actually very cordial and nice. Within 15 minutes of looking at the treadmill, he concluded it was not fixable, since the model was outdated and suggested we get a new one. That was it. He even suggested we might get some money off since he did basically nothing. That wasn't the case. We had to pay $150 for 15 minutes of nothing. The info I gave the guy on the phone seemed pointless, since the repair man received none of it. If he had, he could have told me from the get-go it wasn't worth the trip. We called customer service. This guy was unruly and rude, and even raised his voice when we asked if we could get a discount. It seemed fair to pay half. Even $75 is a lot, but it was unacceptable to him since we agreed to pay. He seriously was close to screaming, and said there was nothing to be done about but pay if we didn't want it to go to collections. If this was a mom and pop store, I'm sure we could have worked something out. The repair guy even thought we were getting ripped off. Customer service is nonexistent, and Sears portrayed the stereotype of the evil corporation swimmingly. I hate Sears.gperklank.... May 11th, 2012
Shame on you Sears
I would comment but as I can see it wouldn't matter to Sears. 2 stars really? What the hell has happened to good customer service? We will be cutting up our cards. We don't need the stress.Anonymous-56851.... April 17th, 2012
Carpet cleaning disaster
DO NOT USE SEARS CARPET AND UPHOLSTERY CARE SERVICESHave not seen my wool rug which was taken for cleaning since September !!!!!!!! Sears doesn't care about their customers at all . According to customer service its all my fault that rug wasn't delivered .
Very disappointed in Sears
Anonymous-56755.... April 16th, 2012
Customer Service Non-Existent at Sears
I called every Sears Outlet Stores everywhere to purchase pedestals for my washer and dryer. I was constantly put on hold for hours, until I finally got a hold of someone who knew what he was talking about. Then I was transfers to the installation department because Sears told me I had to order and pay for the installation service. They said the installation fee of $149 included checking out my washer and dryer to make sure everything word correctly. I ordered the installation service and paid $149, It was scheduled for Thursday. The Wednesday before the installation man called and said he'd some out in the afternoon between 12 and 5 p.m. I said they wouldn't work because I had a doctor's appointment. He said okay, we'll just schedule it for the next day, Friday, in the morning. I waited and waited all day for him, and finally gave up and called the installation department. I was put on hold for 45 minutes three separate times as I spoke to people who coldn't get in touch with the installer, (he's mailbox was full) they sent him emails, but he never answer, and they tried the dispatcher to get in touch with the installer. No one could reach him. I was so frustrated I asked if he was coming Friday at all, as I waited for him the whole day. Finally I gave this one man my land line phone number and cell number in case they reached him. While in the post office my husband called me on my cell and said Sears called him, but they didn't say about what!!!My husband gave him the installer's phone number from his cell, and I called him. He said he was sorry, but he forgot to put my name of his list so he never called. So we had to reschedule again for Saturday. He did come out on Saturday, but was not very nice. I don't walk very well and use a cane, so I asked him to help me clean the dust in back of the washer and dryer. He said he was sorry, but he doesn't do that. When I asked him to check out the washer and dry to make sure they worked after he installed the pedestals, he said he doesn't do that either. I should call the tech department.
When I paid the installation fee, they assured me the installer would check out my washer and dryer..it was part of the installation fee. The bottom line here is that I will never buy anything for Sears again. They USED to have customer service, but it sadly disappeared.
Shelly Ansbach
Anonymous-56278.... April 11th, 2012
No service in Customer Service
In the last 2 years I have made many large purchases from Sears. Early in March my 1 year old washer, on which I had an extended warranty, started making a horrible noise on the final spin. I called for a service call (day out of work), they came out and said they would need to order a new motor. Fine, it arrived and a second repair visit (another day off work) was scheduled. They left without doing a thorough diagnostic and guess what? Still making the same noise. A third visit was scheduled (yet another day off work) and the repair person didn't even want to stay long enough to hear the noise, told us it was just out of balance, but then heard it when we insisted he stay and stated that 2 additional parts should have been replaced with the motor, and they would have to be ordered. Visit #4 a Saturday this time)and the repairman arrived late, put the parts on and was out anxious to get out before running a proper cycle. Again, same noises. He ordered another motor and a transmission. The machine smelled like it was burning this time. I called customer service and asked why they wouldn't just replace the machine. They are spending more money on parts and labor than the machine is worth. They told me "Price doesn't matter", they had to stick to the terms of the warranty. Good to know someone out there has money to burn.Meanwhile, my parts were NEVER SHIPPED. Two days before installation I get an automated call saying I need to reschedule. Nobody can tell me why the parts weren't shipped, nobody will take responsibility and nobody APOLOGIZES. I ask for a supervisor to call my cell, and instead a message is left on my home machine the following day saying the parts have been shipped and to call when they come in.
So here I am today, it is 5 weeks into this with no working washer. I still have no idea when this will be over.
Sadly, I will never, ever make another purchase from Sears, but not because of their sales people. It is their careless and uncaring version of customer service that has done them in.
Anonymous-49411.... January 24th, 2012
Not rec,item paid for
12/16/11 paid for dustbuster. due to rev 12/27/11 Wrote and tpld them I did not rec. 1/3/12 They asked to give them 5-7 days for Specialist to look for. Still did nt rec. Wrote again. They have asked me $ times to give them 5- 7 days. Askes for refund, and again they asked for 5 - 7 days, Went to bank yesterday to put in claim for refund on my card. Even clerk at bank was shocked at SEARS.Anonymous-48811.... January 18th, 2012
microwave oven
I bought a Kenmore microwave just 2 years ago. It has already burned out. Needless to say, it is a big disappointment. My previous micowave lasted 27 years. I talked to the person at the Sears store where it was purchased and was told there was nothing that could be done, as it only had a one year warranty. They sure don't make them like they used to. I will definatly buy a different brand next time.
decofred.... November 28th, 2011
washing machine repair nightmare
sears missed three seperate appts. they made to show up to my house and repair my washer, and never called to advise they were not coming. When confronted they advised they had no idea why the technician did not show up, and on the second time said he had personal problems and on the third time said he was overbooked. They kept me waiting three weeks, and only came out to repair the machine after being confront in a hostile manner on the phone, then when they did show up still did not fix it properly and in fact it is leaking all over the place again....one month after the entire sears repair nightmare started. Now they advise they need two more weeks to come out, so I called customer service and got them to send someone...allegedly...tomorrow...I will never buy another appliance from sears again after this experience, the washer is top of the line which apparently makes no difference either..it would have been cheaper to buy a new one than deal with sears repair services.sheana1.... October 10th, 2011
Portriate Studio Provides Unforgettable memories
Since my kids were born I have always taken them to have their pictures done at Sears. Not only do they provide good prices and you can always find useful coupons but they also make your childrens pictures just perfect. They have a way of making your kids smile and the right time and always use such cute props to make the pictures all the more better! I will never go any where else for pictures done!jmason1677.... September 27th, 2011
A Wonderful Employee Ms. Evelyn Perez.
Ms. Evelyn Perez helped me select my new stove, dish washer and refridgerator.She was wonderful, handled everything in a very short time and had me set up with a Sears account and appliances I needed. I can't thank her enough!
lepetzold.... August 11th, 2011
Daily "Your Delivery Has Been Delayed" automated calls
We continue to receive daily automated calls about our dishwasher that was installed June 6, 2011. I've called the delivery number several times to stop the calls and am now resorting to posting on this review site. I just received another call this morning, August 11, 2011. How do I get off of the automated calls?lepetzold.... August 10th, 2011
Constant Delivery Has Been Delayed Calls
We have been getting constant calls from Sears Delivery letting us know that our delivery has been delayed ever since we purchased and installed a dishwasher from Sears on June 6, 2011. This is now August 10, 2011 and we are still getting the calls every day. I have called Sears at least 5 times, written numerous emails and still cannot get them to stop the automated calls.Anonymous-32971.... July 8th, 2011
I love your kenmore vacums, and have just passed one on to my daughter because it did
not have the toe release. This is a must, also
wish you would keep the round upholstery brush,
the bristles are a little longer and work great
on baseboards and my heating vent.
Would like to suggest you try to make the beater head so it will stand up better, when you walk away it tends to fall over easily.
Thank you just wanted to pass this along.
Sylvia maynard
Anonymous-31993.... June 24th, 2011
Customer Service - Product Repair Response
Turned in Lawn Mower for repair to Sears Repair Center, Beach St., Ft. Worth location. Told it would take 10 days to repair. After 13 days, attempted to call Repair Center to see if mower was ready. Waited on Hold for 40 minutes before hanging up. Called the "Repair Questions Number", gave them the Service Order # and Customer Name, and all they did was forward my call to the same Repair Center. When phone was answered, clerk asked if I would hold. I replied no as I had already been holding for 40 minutes. Clerk said they would finish with the customer in front of them and then get back to me. That was 30 minutes ago. Called Sears Customer Service for assistance, and guess what, I am now hold with them as well. With todays technology, my question should have been easily answered, but instead the last one and a half hours I have been left to hold. And still I wonder, is my Lawn Mower ready? Very poor example of "Customer Service"Anonymous-31750.... June 21st, 2011
Customer service
We picked up a part at the service center totally displeased with service they won't even answer phone.That I'd rate as poor. But when I phoned customer service for help she also got the same treatment that I got. She couldn't believe how rude they were and rather than phoning them back she offered us a gift card for all of the trouble. Now to me meant slot. Nice to know that there is a company that still cares about how their customers feel.
orangecyn.... June 13th, 2011
Shabby, but does the job
Sears is a little bit lower down on the quality line compared to other similar stores. The stores themselves are often a bit dingy. Although, they can have some good deals.Anonymous-27739.... April 27th, 2011
Ipurchase a craftmans mower 06/17/10 Ihad it repair 4 times the last repair they gave me another used mower which it did not work the mower they gave was not same mower I gave them and now it's in for repair as of 4/20/11
Anonymous-27676.... April 26th, 2011
I PURCHASED A 42 INCH SAMSUNG PLASMA TV LAST SEPTEMBER,IT QUIT PLAYING BEGINNING OF MARCH.TECHNICIAN HAS BEEN TO MY HOUSE 3 TIMES IN 6 WEEKS,AND I STILL DONT HAVE IT WORKING.THE COMPANY THATS FIXING MY TV,ORDERED A POWER SUPPLY AND PANEL FOR TV ON APRIL 12TH,AND SEARS CANT TELL NO ONE WHERE THE PARTS ARE,OR IF THEY HAVE BEEN SHIPPED.I'LL NEVER DEAL WITH SEARS AGAIN,AND I SUGGEST YOU DO THE SAME,BECAUSE THEIR IN NO HURRY TO HELP YOU!!!
Anonymous-26818.... April 12th, 2011
I absolutly hate having to call sears customer service! they do not let you talk, they will keep talking over you, I hang up almost everytime I HAVE to call them! sears I will NEVER buy anything from your EVER again!
Anonymous-26773.... April 12th, 2011
We have always looked at Kenmore appliances first and for the most part have purchased them. Washer/dryer, fridge, and lots of Craftsman tools. Christmas gits, gift cards etc. Last Christmas 2010, our kids purchased a dishwasher for us. Was to be a surprise, right, it was a Christmas gift. the kids used their own sears cc and gave their cell number with strict instructions that we were not to be notified of the delivery. Well, we were called anyway, thus, the surprise was totally ruined. Now this has happened again. two weeks ago I purchased a craftsman workbench for my husband for our anniversary. I used a non-sears cc to pay for the purchase and the lady who waited on me took my cell number with instructions on the paper to call my cell number only. Well, my husband got the call that the workbench was in and we could pick it up. NICE...once again Sears blew it on the surprise. I went to the store in Scherville IN on hwy 41 to get the workbench and Mardelle who waited on me was very rude and quite a smartaleck when I told her I was not happy about this and what had happened. The customer that was standing in back of me looked at me and said "they don't care". Seriously I am thinking I am done with Sears. So much for appreciating years of being a loyal customer.
Anonymous-26299.... April 6th, 2011
I have a maytag refrigerator that I purchased from Sears in 2001. Since that time it has been serviced on numerous occasions. In 2009 the ice maker failed and caused 7k damage to my home. Now the ice maker is failing once again, hardwood floor buckeling and Sears wants to charge me for a service call. I've purchased many items through Sears and now it's time to work with a company that values it's customers- NOT SEARS!!!
Anonymous-26275.... April 6th, 2011
Recently I had a problem with a vacuum cleaner. The design related to the opening and closing mechanism to change the bag was an issue and I was afraid I would snap off the " door ". I returned it to the store, ( Queensbury, NY 12804 ) spoke with the store manager, Mr. Keith Jones. He resolved the problem to my complete satisfaction. Mr. Jones and his associate Katie Cassin are exemplary employees and should be recognized as such. Professional, courteous, accomodating and knowledgeable. I own a local business and would be proud to employ them, as I'm sure you are.
Sincerely,
Linda M. Rooke
Anonymous-26110.... April 4th, 2011
So glad i didnt use Sears for a new central air/heat system. Their estimate was at least double or more than the other 3 estimates i got for larger units. The same Carrier unit was quoted to me from Sears at over $11,000 dollars. 2 other places came in at $5400 and $6000 for the same unit but 1/2 ton larger.
Anonymous-26038.... April 3rd, 2011
I've been stuck in a total nightmare situation with Sears. Last Sunday, 3/27/11, I called Sears to have a technician come out to take a look at my air conditioner and heating system (an old Payne model). One the phone, I clearly indicated that I needed a technician that understood heat pumps. They set me up for a Tuesday, 1-5 appointment.
On Tuesday, 3/29/11, the technician called at 4:30 to say that he was running late. He told me that he didn't understand heat pumps but would take a look at my system anyway (great to hear after waiting all day, right?). He came, but didn't understand the system and left without anything being done. I called Sears customer support. They scheduled another technician for Thursday, 3/31/11 between 1-5.
On Thursday, 3/31/11, at around 4:30, the technician called to say that he had three people in front of me and wouldn't be able to show up and that I would need to reschedule (great... another wasted day off from work.. great he waited to 4:30 to inform me). I called Sears and they scheduled another technician for Saturday, 4/2/11, between 8-12.
On Saturday, 4/2/11,noon rolled around and noone called or showed up. I called Sears and they said that the technician was overbooked and wouldn't be able to come by until 3:30 that afternoon. I had to cancel because of other plans (ironically, I had to move these plans to the afternnon so I could meet the Sears technician).
I wrote an e-mail to Sears customer support. I was told that there was nothing they could do and that I would need to write a letter (that's right... the old fashioned way... there was no e-mail address they could give me) and that I would most likely receive a response in 2 weeks. This was an obvious attempt to try to make me go away as they were hoping I would leave them along after 2 weeks.
I never experienced this level of ineptitude by a company before. Any advice on how I should go about this? I already called a different outfit to repair my heater, but I don't feel right letting Sears off scott free. I would like an apology at a pretty high level and some compensation for my time and frustration.
On Sat
Anonymous-26023.... April 3rd, 2011
Been a customer of Sears for over 40 years. I have never had a bad experience in a store, but the products are not what they were. I have always used Sears/Kenmore products in our houses, rental houses, and childrens houses. Not anymore. My oldest daughters washer/dryer is only a year and 3 months old, but now does not work again. Never again will I shop there. Too bad, we had all started shopping in the clothes section too.
Anonymous-25381.... March 30th, 2011
I have had issues with my Kenmore electric range. The first time I called for a person to come and fix it, they sent a microwave oven repair person instead. The person at the call center did not speak/understand english well enough to figure out what I asked.
The second time, I tried tech support and they wanted me to pay in advance for a service I have not received.
This company is FAST becoming my LEAST FAVORITE TO DEAL WITH
Anonymous-25210.... March 29th, 2011
sears came out to install water heater on 3/26. it is 3/29 and we STILL have NO hot water & NO adequate response from sears. going to store this evening as phoning is getting us nowhere. will update later.
Anonymous-25141.... March 29th, 2011
I purchased a dishwasher from sears well I put it on layaway for a couple days because it was a one day sale, went in 5 days later paid it off, first though the plumber called the next day to let me know he would be instatlling it, how can you when its on layaway, ok got that fixed when we paid it off the mgr said it would be delivered March 29th, well I received no call so I called the installtion dept and the lady I spoke to was so rude I had to hang up on her, she told me that it was going to be delivered May 15th...so I called customer support received no help from them either they told me to call the store when the opened,I will never shop at Sears again this is not the first time I had problems with them but wanted to give the a second chance, never again!
Anonymous-25072.... March 28th, 2011
My mother's 50th Birthday is coming up in April, and I decided to buy her something she really needed, a dishwasher. I researched dishwashers on the Consumer Reports website and found the one that would best suit my mother's needs. The least expensive model was from PC Richards for $399. However I decided to go with Sears, even though their price for the dishwasher was $599. I chose Sears because of their reputation for excellent products. I checked online and saw that Sears was offering “Free Shipping” on products over a few hundred dollars, which the dishwasher certainly was, as well as a price match guarantee. Instead of making the purchase over the internet, I chose to be called by Sears. Cathrin D., who called me from Sears Blue Team was very helpful and offered me several add-ons, including an installation kit and a three year warranty. She also helped me price match the dishwasher. Cathrin told me that this dishwasher was in stock and could ship out by the beginning of the following week.
The following week, my mother received a phone call at 5:30 in the MORNING, on Tuesday, from Sears saying that they had her installation kit, but didn’t have her dishwasher. At 10am, an installation company called ‘A1’, called my mother and said that they had her dishwasher ready for delivery, but no installation kit. My mother asked them how they were going to install her dishwasher, which I had told her was COMPLETELY paid for, without the kit. ‘A1’ told my mother that they were NOT going to install her new dishwasher, but just drop it off. My mother told them not to and then called me in a panic. I reassured her that this must be a misunderstanding, seeing as how I HAD PAID IN ADVANCE FOR THE DISHWASHER, THE INSTALLATION KIT, THE INSTALLATION, HAULING AWAY OF THE OLD WASHER, ETC…
I called Sears and was transferred from one department to another, having to repeat my story to every new representative. This went on for THREE hours! Not one single representative was able to help me with the whole issue. Finally I demanded to speak to a supervisor. ‘ Kevin’ explained to me that the installation kit that I had purchased through Sears was on back order and I could be refunded for the installation kit and instead, buy it directly from ‘A1’. However, he could not complete this transaction himself, but had to transfer me to yet another representative, at which point I had to explain the whole story again, in order to get my refund.
I then called ‘A1’ who refused to sell me the installation kit over the phone, as Kevin had verified they would. They told me that I would have to buy it from Sears. I had already bought it from Sears and gone through this whole rigmarole with them. ‘A1’ gave me the number for a Sears in Winter Park, whom they said could help me re-purchase the installation kit. I called Sears in Winter Park, who said ‘A1’ was wrong and they could not handle this for me. They transferred me instead to an installation department. The installation department had to hear the whole story again, and they took my credit card number to charge me $24.99 for the new kit. I reminded them that I had originally only had to pay $11.99 for it. So they agreed to charge me that price.
I was looking at my receipt from Sears today and noticed that at the end of the bill I was charged a $69.99 shipping fee, after I had been told that shipping would be free.
Sears and A1 rescheduled the installation for the following Monday between 4pm and 8pm. A1 was late, only finally arriving at 8:15pm. Does Sears believe that a provider showing up late, causing a client to lose income by taking off work, is ok? The dishwasher was installed and my mother called me and told me that it was stainless steel, I HAD ORDERED AWHITE DISHWASHER. Can Sears get anything right?
Not only am I frustrated, disappointed and angry at the service I have received, I have been overcharged by Sears.
I feel the Sears team is incompetent at best. No one person was able to resolved my issue. There was no communication between representatives as to what my issue was. Sears tried to send out an order without all of the necessary parts and then sent the wrong dishwasher.
Anonymous-24922.... March 28th, 2011
We will not be shopping at Sears again. We have tried to purchase a gazebo, but have encountered problems every step of way. They didn't honor the advertised price; on line customer service was useless; the installation couldn't be completed because of a missing roof; cusotmer service told us the item was discontinued and would have to issue us a credit, but the product was still available and in stock at the store; we had to pick up the parts ourselves even though we paid for delivery; the rescheduled delivery date has resulted in a no show. So far, it's been a month since purchase and we half a gazebo on our deck, with no resolution in sight.
Anonymous-24919.... March 28th, 2011
POOR, POOR Customer Service. TOTAL lack of customer focus. Pass the buck philosophy extremely frustrating. On the verge of canceling entire $2,000 order!
Anonymous-24856.... March 27th, 2011
I was out looking for a washer and dryer in the Eau Claire WI Sears store and found a set I wanted to purchase. The store was offering free delivery on an appliance $399 and up. The washing machine was on sale for $397. They REFUSED to offer the free shipping-even when I mentioned I'd buy it for $399!! Then, the dryer I wanted was no longer available and they said they'd sell me the floor model even though it was scratched all over the top. They REFUSED to take anything off the price, even $5!! I was told the manager of the store only cares about the bottom line. Well, your bottom line now is one customer fewer. I REFUSE to shop here again.
Anonymous-24850.... March 27th, 2011
I just had a washer knob break on me. A very small knob. Went online to the Sears site. The cost of the knob alone was almost 30.00! Give me a break!!!! I've replaced parts for all kinds of appliances. This is highway robbery!!!! I will never set foot in a Sears store again.
Anonymous-24775.... March 27th, 2011
I purchased a Samsung French Door refrigerator from the Sears Outlet center in Nashville TN on Dec 7,2010. Since then I have had three service calls to try and repair ice maker and loud grinding noise. The manager at the outlet center decided to replace my broken replace the defective applaince with a new one. I was very pleased with his decision. However, after two attempts of deliverying the wrong refrigerator, I finally received the correct on three months later. Well, that would be all good if the damn thing had been hooked up correctly. The ice maker obviously was not and flooded my kitchen and the bottom freezer.Oh and I have hardwood floors! So we called Customer Service who said they were sorry but it would be FIVE days before a Service Tech could come out. At this point if this is not resolved Monday March 28th I will be demanding my money back and they can take the POS I have back with them. I truly think four months of this is enough and I would have never dreamed Sears was this kind of organization.
Anonymous-24565.... March 25th, 2011
Very unhappy with Sears. Called customer service on March 9th regarding an incident in one of your stores where I received very poor customer service. I was told that the store manager would be contacted and the issue would be taken care of. Its been over two weeks and I have not heard from anyone. I guess Sears does not value me as a customer.
Anonymous-24307.... March 24th, 2011
I thought I purchased a dual fuel range in Nov. 2010 and received a gas range and stove in Dec 2010. On Jan. 28th after trying to use the smaller oven on top, I had flames coming from under the control panel out onto the stove top. The flames continued even after being shut off. I could not move the stove to get to the shut off but did manage to find another shut off in the basement of my home. Fortunately nothing caught on fire. It took over three weeks and three visits from the technician to supposedly repair the machine. The next night I decided to cook a nice meal since I had been without a stove for so long. Low and behold, the oven door blew open and shot out a ball of flames at me! Great service!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Try to get that thing removed, what ajoke. Lost a customer here and won't even go into a sears store now. There is no excuse for not removing a burnt stove and refunding my money after nearly taking me and my home out with a gas explosion. Shame on you Sears. The Stove was purchased with a Sears card. Can't negotiate with them. Overall poor customer relations and direct access to someone who can do something about an issue.