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Contact Sears Customer Service

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Contacting Sears Customer Service Center

Sears is one of those companies that appear to be teetering on the edge of closure, but they it sparks right back up and is suddenly popular again for a while. The official website for Sears allows customers to order all the merchandise brands available in stores and some items that may not be available in your local Sears. If you have questions about your Sears credit card or you need customer service support, you can find both on the Sears customer service website.

Contact Info:

Phone Contact Numbers

Sears offers various products and services – so there is more than one number customers can use to contact the service department.

  • Sears Stores customer service: 1-800-549-4505
  • Sears online customer service: 1-800-697-3277
  • Sears customer service (Spanish): 1-800-377-8634
  • Sears delivery: 1-800-732-7747
  • Sears installation: 1-800-326-8738
  • Sears parts: 1-800-366-7278
  • Sears repair: 1-800-469-4663
  • Sears computer repair: 1-800-877-8701
  • Sears Craftsman club: 1-800-682-8691
  • Sears Shop Your Way Rewards: 1-800-991-8708

Mailing Address

Despite a ton of contact information on the Sears customer service website, there is no mailing address. We looked up the corporate address for customers who wish to contact customer service about a problem, complaint or compliment.

Sears Corporate Office

3333 Beverly Road

Hoffman Estates, IL 60179

Official Website

You can find information on all Sears products and services on the official website at http://www.sears.com. The company specializes in high-end name brands and products, so prices are higher than competitors like Wal-Mart and Target. Sears is also available to maintain machinery, repair machinery and appliances, improve your home, clean and install appliances.

Customer Service Email

It appears the email address to Sears customer service is a secret. The company does allow customers to contact a representative using a Sears contact form on the website. We filled out the contact form to ask for the direct customer service email address. Let’s see how long it takes for Sears customer service to answer.

Our Experience

Our call to Sears customer service was not great. We were greeted with an automated interactive system, which is common in retail services. We pressed 0 to pass through the system, but the recording just kept starting at the beginning. After pressing 0 four times, we were placed on hold for a representative. There was no wait music, just a message about the call possibly being recorded and silence. We waited more than five minutes on hold before a rude representative answered the call. We asked about a customer service email and we were told to check the website and the representative disconnected the call. We tried a second time, waited more than five minutes again and reached a friendlier agent, but the response was the same. No customer service email address.

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Rating: 1.6/5 (80 votes cast)
Contact Sears Customer Service, 1.6 out of 5 based on 80 ratings
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159 Comments on “Contact Sears Customer Service
  1. Please read as this is a serious customer service complaint…..I am in customer service myself and always speak professionally and respectfully.

    I ordered carpet cleaning online early June 20. Received the usual confirmation for Friday however, they could not make the morning but would be the First customer in the afternoon. This was confirmed via voicemail and in person when I called to confirm. Also, the voicemail indicated that there would also be and extra charge apart from my quote!

    I called at 3:30 PM Friday afternoon to inquire of the status. The gal on the other end was aggitated that I called “Since it was only 3:30!!! I called again at 5:00 PM to inquire again and she stated “You either wait for 2 1/2 hrs or reschedule” and hung up!

    I proceeded to call Stanley Steamer (which was less $$) and made an appointment. I called back (954-938-4304) to cancel the appointment. Not only did anyone answer but also the voicemail was FULL!! Wow…what a way to do business. I can see why Sears has financial issues.

    After 50 years of a Sears’ customer for appliances and service, I have concluded that I will cease being a Sears’ customer.

    Terri T Ligocki
    561.866.8777
    ligockit@yahoo.com

  2. I bought a 55′Samsung Smart Tv in Aug. 2011. In Aug. 2012, one year after the purchase, the TV display panel went. I have a warranty good for 2014 but keep in mind, this TV is one year old. I know a service person that compares the display panel to losing your motor or transmission on a one year old car. You would think that if Sears had any type of customer service ethics, they would replace this one year old tv with a new one. As long as I can remember, I have been a loyal customer at Sears but this is the end of the line. Im done with this store.

  3. In August 2012…I purchased an upright freezer. The in store rep in Portland,OR was an IDIOT!. First…he asks if I would like Sears card…I said “sure”. Well today I received a Sears mastercard(not what I expected).

    Next…I told him my freezer had died the night before and I need one….NOW. I pointed out the one I wanted … he said “Its in stock”. AFTER filling out all the paperwork…I asked where to pick the freezer up. He called the warehouse….none left in stock!. He finally found one in Washington state(across the river)Now… I have to pay sales tax(no sales tax in Oregon) which is an extra $50.00!

    The employee I dealt with.. is one of many reasons why Sears is going down the sh****!!!

    It’s too bad….I’ve been purchasing appliances at Sears since 1973….but NEVER again.

  4. i’ve been a sears customer since 1964. my daughter purchased a washer/dryer recently. the delivery was messed up …the appliance was damaged on delivery. what aggrevated her mostly was the calibre of your customer service people. THEY DON’T SPEAK ENGLISH!!!!
    YOU SHOULD BE ASHAMED. for us, it’s goodbye sears.

  5. Terrible service, waiting weeks to get technician to show up. Does not show up today, not even a call. I have to wait again!!
    I have no washer for 21 days and I am angry that they can not accommodate me with an appointment tmrw!!

  6. I have not received a statement in two months had to call everytime so that I could make the payment to avoid a late fee. they wanted to charge a 14.95 fee to make with a live person or free with automated but when sent to automated you are disconected…. What a scam. I will get rid of sears as soon as possible.

  7. I tried to access your web page to order a spare part of a sears appliance, but I got this message: “You are not authorized to access this page”. I need to know the spare part number so I can order it through my relatives in the States (at the time I am in Venezuela where, as you know there is no sears store in this country). What is your solution? Thank you.

    • I agree with all of you i just had the worst experience with sears don’t buy from Sears. Go to best buy or wallmart any other store Not sears it’s the worse store in usa

  8. Sears is pathetic. pleas don’t bother buying mattresses from them because they cannot do a decent job of keeping it stored in a proper place. Learned the hard way. After only 4 months of purchasing the mattress, we were suffering from serious allergies due to mold that was growing inside the mattress. At first, I did not recognize the symptoms so brushed it aside. Unfortunately, allergies got worse and so did breathing problems.
    Called customer service and obviously they couldn’t do anything about it because they have a 30 day return policy. They told me it was now covered by the manufacturer and manufacturer only covers manufacturing defects.
    Basically I suffered for the longest 4 months of my life because they couldn’t be bothered to package the mattress properly while storing or delivering.

  9. Today, I tried to order a part and an attchment for a 1-year old tiller. I wanted to combine the two items into one order as to avoid shipping charges (store pick up). Separately, neither item cost enough for free shipping.
    Sears could not do. I decided I did not need the items.
    Customer convenience is not a high priority at Sears.

  10. I have a Whirlpool 2011 gas range. In August 2012, the sensor and circuit panel stopped working (the oven temp kept going up and there was no way to control the tempersture). Service has been to my house 3x for the same exact problem!!! The 3x extended until October! If I bought a lemon, then they should replace it with another gas range. They are refusing to do this. I hate Sears and will not buy anything from them again!!!

  11. Sears linked my moms account to my email n i started getting all kinds of stuff so i did the usual clicked on the link to unsubscribe but instead it wanted me to create an online account.. When i called customer service the representative was rude and said my mom would have to call because of privacy issues.. Duh ur company is breaking them sending me her stuff.. Needless to say I had to request a manager and waste 45 minutes for something that should been done through email.. Sears sucks ass.

  12. I realize that many of the issues posted here deal with faulty merchandise and bad warranty service. My problem dealt with an online order.

    I’m happy to report that I contacted customer service via this email address:
    smsupport@searshc.com and surprisingly received a personalized response from someone the next day. They even had a case number for my “issue.”

    My problem had been that I ordered something online shipped to a local store, I received an email saying it was ready for pick up, and then when I arrived they couldn’t find it anywhere. But there was more– they also made me wait around 30 minutes because they had a similar item they were going to give me as a substitution, but then decided that item cost more than the one I had purchased on sale. They wanted me to pay the difference of the retail price of the more expensive item – which would have come out to an extra $55 even though I had bought the original item online for $30!

    Horrible customer service at the store, but at least they offered me a $35 gift card when customer service emailed me.

  13. I have been a customer of sears for 35 years and I guess as with all things this will end. I purchased a top end Samsung steam washer and dryer 9 months ago and I am now having an issue with the dryer. I called Sears repair and started the repair process. They sent me an email conformation number of 000803540918343 and followed it up with a conformation phone call.
    After I waited all day for the service tech I called the service unit it find out the status and this is where everything when south. I was told that the service call was canceled the day before and I would have to reschedule. This would have been fine if they would have called to let me know but they did not. The next appointment was a week later but we are going on vacation the day before the next appointment. I try to explain this to the off shore call center but they keep insisting on setting the new repair date to a day that I would be out of town. This included 4 disconnects, 5 different centers, 12 representatives, 2.5 hours, 0 apologies and very little faith that the next repair date would be different than the last.
    I setup a repair though Samsung’s website which issued me a repair ticket with a different service center that is not affiliated with Sears. I spend several thousand dollars with Sears each year. This was not due to price but with the unfounded belief that they would service what they sale. Well silly me, now that bubble is popped I will not be spending a single dollar with Sears unless I have to. My business may not mean much to Sears but 3K per year for 35 years is about 100 thousand dollars. To most businesses this would be a big deal but I will go out of my way and even pay extra to not give Sears any more of my business.

  14. To whom it may concern, I just saw your recent commercial with the little boy getting lost in the store.A little to close to home~do you know john walsh and his story.sorry,the ad left a bad taste in my mouth. Sincerely,katherine

  15. Sears by far the worst store ever. I recently ordered electronic device from there store. Customer service from them has gone down tremendously. I will never order anything from them again, they do not stand behind there products or their warranties. Be careful with warranties because they do not honor them, please read the fine print because when something brakes in your device they state always that there is a part that they dont’t have and it may take weeks for your product to be fixed. In that time you will not get a replacement as the employees clearly states as you purchase their merchandise . I am just writing this as customer that has been screwed over by Sears and people can do whatever you please. Just make sure you read the fine prints and get everything in writing.

  16. This is regarding catalogue sales. I ordered two sets of extra long fitted and flat sheets along with pillow cases on October 10. I was assured these items were available. I received the flat sheets and after inquiring as to when to expect the remainder of my order, I was told they were on back order and would be arriving in early November. I telephoned again today to inquire as to the status of my order only to be told that the fitted sheets and pillowcases were no longer available in the colour I had requested, although they were listed in a catalogue I received in the mail today, November 20, 2012. So I asked the woman I was speaking with if there was a colour available with which she could fill my order and since there was, I placed my order again. Then, she was going to charge me for this order again although I had paid my bill which had arrived within a few days of my October 10th order. Then she was going to send my order COD and finally after I strongly protested and repeated that this order had already been paid for, she said she wouldn’t charge me.

    This has been so annoying and if it weren’t that I needed these sheets for my sister’s hospital bed, I would not have bothered re-ordering

  17. sears delivery is a joke. if you live alone and work a second shift and you live where i live forget about buying and having appliances delivered to you from sears. they were completely unflexable and unable to adapt to my paticular situation. After repeatedly telling them my work schedual of 2:00-11:00pm they still would not scheduale delivery for morning. I went around and around over and over again with this thick accented person telling them theres no way i can be home in the afternoons monday-saturday and all they could say was your area gets delivery in afternoons. ive already purchased the washer/dryer with c.c. and have no clue if i will ever see them. Five phone calls now and no one there yet has resolved this issue. i guess if you live alone, work a second shift and wont just leave door unlocked for complete strangers (delivery crew) sears is telling me to buy my appliances elsewhere!!!!!!!

  18. I hate to said this about Sears ,on the month of november purchase a mattress from the store in clarksville tn were they were really good saling i bought a mattress that was not in display , bad call from me for trusting sears and the salesperson what i got home something totally diferent , i call customer service but just to get from mngr and representative that and quote “that is not the smart thing to do ” , i also try to talk to somebody above and is not one their base on mr rodney , i tought sears had better customer service and they do not i hope somebody will listen to conversation on the phone,is not about $70.00 is about the principal is better ways to keep a customer and is not been disrespectful.

  19. we ordered a hot water heater on the 18th of Nov. We were told no stock and the first delivery date was 11/29. that is bad enough because who PLANS on a hot water heater going out. we are totally convinced because it was the cheapest model we could order delivery was delayed.

    THEN today is 11/29. No call from Sears. Call and was told OH your delivery is TOMORROW. The heater wont get to the store until today! The RECEIPT says INSTALLATION is 11/29. We are so fed up and livid with Sears. I believe this will be the last time we buy from Sears.

  20. Ordered a water heater in July. Installation was late. Sears said I was entitled for a 50.00 gift certificate. It is Nov. 29 and still have not seen it. Have called several times. I found that Managers don’t work there, they are on vacation, or always away from their desk. I was told it was sent, it wasn’t sent, I’ll have my manager call you right back. 4 months and no call, no nothing. No more business with them, but I don’t think the people of Sears, really give a sh-t. They are all incompetent.

  21. I purchased a Kenmore washer several years ago and it has begun to leak. I tried to call for a service visit and was routed to a phone call service center where the representative was rude and extremely unhelpful. I assure you, I will NEVER buy another SEARS product because of this experience. Being routed to a call center in another country or state (hard to tell which) where the service representative barely speaks English and follows a flow chart that is unresponsive to customer needs is absurd. What kind of commitment are you making to the US when you refuse to allow US workers to service their own needs. None. It’s all about your own corporate profits, not about supporting communities. Once again, I will NEVER buy another SEARS produce, EVER.

  22. My dad ordered an Xbox online for my son for christmas on November 29. On November 30 I received an email from sears security department. They said to proceed with this order I needed to call. So I did! She asked for my name. I told her. She said I was the one the order was being ship to and she didn’t want to speak with me. Them she proceeded to laugh at me for calling. I asked her why she was laughing. She them proceede to laugh even more. I told her I would cancel the order if she kept laughing. She still laughed. I didn’t know what the email was about. I though I could help her but she was was unprofessional and rude. I will never order from seats again.

  23. I purchased a TV on November 24,2012 that qualified for a $100 “award” card to be emailed to me before November 30,2012. After not receiving the award on December 2 I called customer service. The first representative could barely speak english and did not know what to do. The second representative I talked to took all the information and passed me on to yet a 3rd representative, who again barely spoke english. This person tells me that I have to fax or email a copy of the webpage stating the “award” to them and they will get back to me in 24-48 hours. ARE YOU SERIOUS?? What IF I had not printed that screen shot? I will tell you this, I am going to ride the no intrest payments to the very LAST day on this purchase and the I am shredding BOTH my Sears cards and will never step foot in the store or online again. Customer service???? NOT EVEN CLOSE!!!

  24. I have been trying to order david taylor cargo genes on line and dont know how to get them sent to a local sears store for me to pick up. thank you E.M. Cole

  25. Waited from 1-6:45 for an appt to fix my washer, giving up a paid job so I can sit at home to wait. Knowone came or called and when I did call the next appt isn’t for another two weeks! I called Nov. 19th!!!!! When I spoke to Joseph # 6656 or 6566 he didn’t know what # he was he could do NOTHING! Can I tell you I have 6 repair contracts with Sears, I’m going to pull them!! I’m so disappointed!!!I bought ALL my appliances through Sears (stove,hood,refrig, vaccuums, washer, dryer,dish washer,and TV) They can’t even make good on their promise.

  26. Worst customer service experience of all time!!!

    I bought a miter saw and I was shipped an air compressor (in a heavily-damaged box nonetheless). After emails, multiple phone calls, failed attempts to be connected with a customer service manager, and a two hour online chat with a representative and a “floor supervisor,” I was given two options: 1.) Ship the air compressor back and after they received it they would ship the miter saw. 2.) Buy another miter saw online and take the air compressor they delivered to UPS to be returned, and wait for a rebate for the first saw.

    I would not accept either of these options as I am now unable to trust their online sales department or customer service. I drive a Miata and the air compressor will not fit in my trunk. I will have to borrow a neighbor’s truck, drive 20 mintues to the nearest Sears, and exchange it. I pray that the in-store customer service will be better.

  27. Dear Sir,
    I called your customer service dept. in regards to a refridgerator. It is stainless steal front. Today I noticed rust on the outside doors. I called and they told me a fee would be incured to have it checked and repaired because the appliance is 6 years old. I was suprised because, to me the product was defective. Rust on stainless steel. I asked to speak to a supervisor and was hung up on. Again I called and told the second person I would like to make a complaint of dissatisfaction of the refrige. The man on the line started yelling at me. I told him “I have given you the utmost respect Please do not yell at me.” He said he wasn’t yelling put me on hold and hung up after 25 minutes. What happen to your company. My family has been customers for years. I am very disappointed in your product and service.

  28. Your tools and tool exchange policy suck. How do you think I should recive junk for tools I psid top price for? What happened to your LIFETIME WARENITY? I could buy junk@ Harbor Please feel free to contact me about this, but for I will Boycott SEARS.

    R.Corley

  29. The wait time for help with shop you way rewards cards is much too long. There are 3 accounts registered for my husband and me. I don’t know how that happened. I was not able to combine these without his permission. That is unacceptable. Now we both have to be on the phone at the same time to do this. All for about $10.00 in reward money. I actually shopped in Sears (other that the auto store) for the first time in a very long time. It will be my last time. This rewards program should not be so difficult to use.

  30. My son sent me an Craftmans electric drill for Christmas. The battery pack was defected. I took it to Sears today. The young lady smiled and asked for my receipt. She took the receipt and entered a few number in the computer…She smiled again and said, “Here is your new drill sir, have a nice day”…What customer service and what a pleasant experience!!(Sears Store-Triangle Town Center-Raleigh, NC)
    I plan to go back to Sears for all my future tool purchases! Thanks, Larry Stegall,

  31. Worst Customer Service! They do NOT speak English. They cannot understand/communicate effectively to handle any problems because, again, they do not speak fluent English nor do they understand the English language. Shame on Sears for not having USA employees or customer service representatives handling issues. Good bye SEARS!

  32. I have always stood behind sears and it’s quality products until now! My experience with them and their customer service is absolutely the worst experience I have ever had to deal with!

    After placing an order online for several items well over $600.00 worth of merchandise, only to be told after inquiring where my order is, they have cancelled it. I was floored when I did not receive an E-mail of any kind letting me know that my order I placed 3 weeks earlier was cancelled.
    Sears had no problem taking my money without refunding in good faith. As it sits right now and after 8 different phone calls, I have been hung up on twice once they could not explain why my refund was not transferred yet. I now have Paypal Looking into as to why Sears have not refunded my money as they said they did over a week and a half ago. When I keep asking sears customers service people as to help with the where about of my refund they are very rude and not willing to help out at all.
    This long time customer is not ever going to support Sears and buy anymore products from this very poor customer oriented company!
    Beware as I wish I would have read this site prior to placing my order.

  33. I just could not stop myself from writing this review about my horrible experience with Sears Home Repair and the bad quality of Sears products. Basically here’s the truth, they have high volume of service requests and very very low number of technicians to support. Having developed Service Management software for 15 years I can tell you that Sears has a serious problem with Service Management. Here’s my summary of my horrible experience

    Stay Away from Sears if possible and especially if involves Sears Repair. It has been more than a month and 3 technician visits and fixing of my dishwasher is nowhere in sight. Every time appointment is at a minimum two weeks and can keep your fingers crossed and hope the technican fixes the issue. In my case, my hope never came true. The technician has replaced almost all the parts except the body of the dishwisher and still it does not work. I am not sure if I should blame the Brand (Kenmore) or the Sears technical team, either way I am totally upset and I will never buy anything from Sears.

    I just got off a call with the Supervisor at Searsh Repair Services, he offered me six months additional warranty, I did not know if I should laugh or scream at him. I told him politely that I need the dishwasher to be fixed NOW, the six warranty is not the solution to my misery. Anyway I told think they really care about Customer Service and hey it is a company problem so I don’t blame him either.

    Best advice, stay away from Sears

  34. We ordered a Power Wheels truck for our kids for Christmas and it was supposed to be ready for pick up between the 12th and the 14th of December. As this is quite expensive, it makes up the bulk of their gifts this year. Customer service said they would get back to me in an email in 72 hours! This is unacceptable since that puts me 4 days out from Christmas day-three of which the kids are off from school so how am I supposed to shop for them? If this gift isn’t coming I have to do something immediately. I have been on the phone with the store and the website for an hour and I still have no idea whether this gift is coming or not! My last phone call I was switched to a customer service manager and she told me that I should have called sooner. I SHOULD HAVE CALLED SOONER?! So now it’s MY FAULT? And,she hung up on me because understandably I FLIPPED OUT! This is outrageous! I will NEVER order from Sears again and I will tell everyone I know and anyone who will listen all about this experience.

  35. To whom it may concern:

    About a week ago my family and I went to get a tree, unfortunately it was raining … so we decided to get an artificial one. We chose Sears, unfortunately the tree we picked was out of stock. They said they could ship it to us, over a week later we never received our tree. My mom started to wonder, so she called Sear in Altoona, PA. Apparently, the tree was never ordered and was out of stock online. It is now one week until Christmas and we don’t have a Christmas tree. Very poor customer service. Sears should have called us to inform us our tree was never shipped. If my mom wouldn’t have called, we would have been without a Christmas tree on Christmas. One of the most important days of the year for our family, and without a Christmas tree. I am very disappointed with your store. We will be going in tomorrow to get our cash back that we had paid for the tree! I hope not to have any problems with getting our cash back.

    Thank you,
    I hope that you address this issue immediately.

  36. I purchased a washer & dryer about a year ago. I called in Sept or Oct 2012 regarding excessive noise when the washer goes through the spin cycle. The customer service rep had me hold my phone up to the machine while pushing some buttons so her computer can “Communicate” with the machine. SHE told me that the spin cycle was too fast and we scheduled an appointment. The technician (who was very sarcastic) said nothing was wrong with the machine, I just need to wash towels and sheets separate from each other. Of course, the noise continued, so I made an appointment on November 2, between 2-5. I received a call from the technician at 4:30 saying he will arrive in about half an hour, that he was in Centerville (so I cancel my evening plans). An hour passes, I call him at the phone number from which he called me. No answer. I called again, no answer. I wrote a complaint to the customer service and they responded saying “The technician states that you declined the service after he informed you of this and refused to pay.”

    He never even showed up!!! I kept saying in the emails to them that I need someone to call me to set up an appointment. So We went back and forth, then I finally told them I don’t want speak to Mary, Monica, Barbara, Susan, Michelle or anyone else, just to a manager. And I continued to receive the same generic response. i Finally called them and set up an appointment. The technician came, said the problem should be fixed, if not, then to call and specifically request him. I set the appointment for Dec 13. He didn’t even call to say he will be arriving and just left a postit note on my door.

    I reset the appointment AGAIN for December 18. He calls me this time saying I will be charged $130. I told him no, that is ridiculous, because of SEARS CUSTOMER SERVICE it’s been delayed beyond the warranty expiration date. He said I needed to call and ask them for something specific. I was just so fed up with them.

    I guess if you want to own a house, appliances, etc. You just can’t have a full time job. You need to sit at home all day waiting for them to schedule an appointment, arrive, etc.

    • I plan on writing to the main customer service manager and mailing a letter to the address provided on their web site

      Sears Corporate Office
      3333 Beverly Road
      Hoffman Estates, IL 60179

  37. I bought a compressor from sears. I had to return it but instead of exchanging it he credited my cc than had to rebill me. It’s been almost 2 weeks and the credit still hasn’t shown up. Worst yet they made me go Pu the new compressor from another sears. I’m done with this company.

  38. On December 09, 2012 I called the Sears Store in Fayetteville NC. to see if they had a truck toolbox that in stock. I spoke with the Tool Dept. They stated that they did not. I then asked if I could order one to be shipped to the store. He said yes and then try-ed to order it from his computer. He then stated that he would not be able to do so, as it was actually an automotive product, I would have to contact them. After two attempts at transfer and two phone calls, I finally got up with someone in automotive. I explained the same to him and he then attempted to order it from his computer. He then stated that he would not be able to perform the action that I would have to call a toll free number that he gave me. I was now on phones for 45 minutes attempting this. I then called the toll free number that he gave me and they stated that they could order the box for me but that it wouldn’t be shipped to the store. I then decided to go ahead and order it for delivery to my house (I had already invested too much time and effort into it). So, I then asked the guy if it would be at my home by Christmas (which was my real concern). He said that it would be here by Christmas and added that there was plenty of time. So, I told him to please proceed with the order. It was then that he stated that it would probably be easier if I did it myself on-line. Even though I had now invested over an hour into phone calls, I said fine. I then went on-line myself and ordered it. It only gave me one method of shipping, but the representative said it would be here by Christmas, so I chose it. Nothing on the order looked out of the ordinary at that time.
    A couple of days later, I noticed that I had received an email from sears. It stated that the product would not be here until January 4Th, JANUARY 4TH ! I immediately picked up the phone and called the number that was listed for customer service. I spoke with a nice young woman and told her that everyone told me it would be here by Christmas. She put me on hold several times and finally told me that the item is listed as “processing”, but that it had been pulled and was ready for pickup by UPS or whomever. I then asked if I could pay more money now in order to change the shipping priority so that I could get it here by Christmas. She stated that I could not because it had already been pulled. I then said, well, if it’s already been pulled then it should go out today or tomorrow, right? She said yes quite probably. I then asked if she felt as though there would be an actual problem with it making it here by Christmas and she said no, in fact if I called back in a few days, I could get a tracking number. I said great and hung up. I have now been reassured and had no worries.
    So, after a few days of waiting, I still saw that I had not received any new emails from sears. Therefore, I did call to see if I could get a tracking number. I spoke with another young woman whom told me that the product still hadn’t shipped. I asked her why and she stated that she didn’t know. I explained to her what the other woman said, that it was there and pulled and waiting and she said that she had no way of verifying that. I then asked if I could be transferred to the warehouse or delivery and she said that she had no way of doing that and she just continued to repeat herself over and over. I said that there had to be someone that I could talk to and she said that I could call one of two separate other numbers. Therefore, I was being passed around again. At this point, I have now talked to 5 or 6 people from your company, in an attempt to order and receive this box. I took the numbers, but had to go into work, so my next followup had to wait.
    My next phone call I got a young man. I explained the entire story to him, he then gets into the computer and finds that there are none of these boxes in stock. NONE OF THESE BOXES IN STOCK ! Are you kidding me ! The date is now December 19. Way too late to cancel my order and order from anyone else ! Now they are telling me that it is out of stock ! I asked him how he knew that and he said that the computer said that. So, I asked if there was anyway to verify that. Could someone please go down on the floor and find that out. He said that he had noway of doing that. I said that I ordered the product on the 9Th. Perhaps they had some then, pulled mine and it is still waiting down there to be delivered and they are just overlooking it. He said no because the computer says its out of stock. I then stated that its out of stock NOW maybe it wasn’t out of stock when I ordered it. He said, but the computer says its out of stock. I then asked if there was a way to look on the computer and see if it was out of stock on the 9Th. He said no. So I said that there was no way of knowing, then, if you actually had some then and my item had actually been pulled and is being overlooked. I asked if someone could please go and look to see if mine was still waiting there for delivery. He said that he had noway of doing that and that the computer said that the item is out of stock. I said OK, please let me speak to someone else. He transferred me to a “Case Manager”. I did look at my phone, and at this point the phone call was over 25 minutes long.
    I was on hold about 5 minutes when another gentleman came on. He wanted me to explain the ENTIRE story to him, so I lay-ed it all out. He looked on his screen and he then told me that the item is back-ordered. BACK-ORDERED ! I said that he had to be joking. 10 days and 7 people later and this is the first that anyone has told me that it is back-ordered. The website didn’t say it and none of the people whom told me they were sure that I would get it by Christmas ever said that (especially the one that said that it had been pulled and ready for shipment. At this point I am very obviously upset. I asked him the same as I did the others. The computer says that its back-ordered now. Fine, is there anyone that you can tell if it was back-ordered on the 9Th. He said no. I said, then it is possible that you still had some then, mine got pulled out of that, some others got ordered by different people since then and NOW it says that its back-ordered. Is that possible. He said no. I said how do you know that. He said because the computer says that its back-ordered. I then hung up.
    My wife asked me last night if I canceled the order and I said no because what difference does it make now. And I’m tired. Either way we don’t get it before Christmas. And on the day that it does come, I am shredding my Sears card. I will never order anything from Sears again and if anyone ever asks me about where they should go to order something (and I come in contact with hundreds of people a week) I will tell them not to go-to Sears or Kmart or any other company in its affiliation.
    To think that there is this many people on your payroll that had no idea what was going on, tying up nearly 500 dollars of mine and my wife’s money and (moreover) ruining apart of Christmas for someone, is just finally too much. You are supposed to be one of the biggest, at one time, one of the best companies out there. When I was growing up Sears Roebucks was one of the most trusted companies in the world. It’s sad to see how far it has fallen.

  39. “I just went to the Dalton GA Sears to buy an advertised TV. I was told they did not even sell the TV. I asked if they had a substitute. After checking the salesman showed me what they would substitute. After over a half hour the dept. manager said they would not substitute. I then talked to the manager again and he told me the salesman would have to order the TV. I went back to the salesman and told him what the manager said and was told there were none to be ordered. I then wanted to talk to the manager (Jorge) but he would not answer the page.
    I have never been so disappointed in Sears before.
    I want to make sure you know the salesman did everything he could to resolve the problem. My biggest disappointment came when after spending over a half an hour waiting the manager would not even talk to me.

  40. First let me say that I would be embarrassed to send an email like the one below that I received as a response to my inquiry.

    “Five to seven business days” to even check on the issue! I receive my order from most every other on-line provide in less time

    This was a despicable experience. After this response I called the number enclosed and of course want to sell me something else when I have yet to see my first order.

    1. I speak with Joan who takes ALL my information. Verifies that the order placed on 12/10/2012 was ready to ship on 12/11/2012, but has no tracking number. I am then disconnected after I hear Joan “can you hear me?”. Yes, Joan I can, but apparently you can not hear me…disconnected.

    2. I call again and get Amy. I give Amy ALL my information. I am put on hold. Waiting, waiting. Amy returns “Thank you…” I am disconnected! And if you are wondering, no, it is not my phone as I used different phones including land line.

    3. I call again and speak to Maria. I express my distress and ask for a supervisor. No supervisor is available to speak with me. I allow Maria to help me. I give Maria ALL my information. I explain what I understand to date. Before being put on hold again I plead to not be disconnected and ask if I can provide a call back number. Maria ensures I will not be disconnected, but verifies the call back number already on file. “That is correct”, I reply. Maria puts me on hold. Now I am wondering: Will Maria return? Will I get disconnected? Why didn’t Joan call me back, she had my number as well? Why didn’t Amy call me back, she had my number as well?

    Maria returns. She indicates the item was shipped and I should receive on 12/24/2012 (6 days later than the original order indicated). I asked to be provided a tracking number. Maria agrees to send the shipping and tracking information to me via email… as well as a survey. Below is what I received:

    “Dear ,

    Thank you for shopping at Sears.com!

    Unfortunately, your order is still processing and has not yet shipped. Please allow more time for your order to ship. Once the order has shipped, please allow 8-10 business days from your shipment date for delivery. We apologize for any inconvenience.

    If you have any comments or questions, please e-mail us at order@customerservice.sears.com or call us at 1-800-283-6940.

    Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok.

    Shop sears.com now to pick up great products for the season.
    http://www.sears.com

    NEVER, will I EVER shop at Sears again.

    Sincerely,

    Cliff

    Below is the original email chain response to my inquiry:

    +++++++++++++++++++++++++++

    Re1: Order Confirmation #

    Good Evening Cliff,

    Thank you for contacting sears.com regarding the order number 440966353. We sincerely apologize that you have not received any update on your order. I understand that you wish to know the status of the same.

    We have received your inquiry regarding the order and are currently researching with our fulfillment center to locate the status of your missing item. Please allow 5-7 business days as we will contact you by email once we have received a response. If the item cannot be located and delivered to you, we will promptly issue a credit to your account.

    We regret any inconvenience and appreciate your continued patience.

    We want to make you happy. Please take our survey to tell us how we’re doing.

    Sincerely,

    Bradley H. (shuss16)

    Sears Customer Care

    webcenter@customerservice.sears.com

    1-800-366-3028

    Original Message Follows: ————————

    I am inquiring about my Order Confirmation #

    I have received no communication and was estimated to be received by Dec 18th

    Please provide a status

  41. Purchased a kenmore washing machine at sears and had it installed last Thursday.. Machine was defective and flooded the whole condo on first try.. Water didn’t even go into the drum.. Just straight through the bottom. Its Christmas and the house is wrecked… Sears has done nothing to make this situation right or even made the slughedt attempt to fix or act concerned.. Absolutely the most frustrating situation ever.. I would never buy another thing at sears and I can’t believe how much sears could really care less about my situation.. I wish someone would help.. (This is the very first time I have ever made a formal complaint about a company in my life). .. Garrett

  42. SALES CHECK# 014786722511
    DATE: 11/10/12
    AMOUNT: $119.05

    My name is Anau Quintero and I wanted to make a comment on the service I recently experienced at your Portraits Studio dept in your South San Francisco, CA location at Tanforan Mall. My family and I walked into Sears on November 10, 2012 roughly around 12-1pm in the afternoon. It was my husband and I along with all 5 of my children. We went in to take portraits of all our children. We paid for the Bronze package, and accompanied this deal with a coupon we printed from your website which we would get a frame 16X20 for free. We were advised that these pictures and frame would be ready by November 28, 2012 which would give us enough time to get these pictures out before Christimas. I called on November 28, 2012 in the afternoon to check status of my pictures and my frame and unfortunately only my pictures were ready, not my frame. We were advised by Tom @ the portraits studio dept that the frame would take an extra week. We were not advised that the frame was going to take an extra week, but we told him that that was fine. We would pick up all pictures and frame the following week.

    I called back on December 5, 2012 and unfortunately my pictures and frame was still not ready. He said to check back with him by Friday. At this point, we were already getting worried about the pictures not being ready before Christmas so i told him I will definitely contact him back on Friday. Well Friday arrived, and I checked again. According to Tom, my frame was still NOT READY! I asked him if he had placed a call to whoever was shipping the frame in to see when I was to receive it and he said no, that they do not call their station in Missouri. They just wait for delivery of the frames and when they get it, they will call me. Well, he even told me, why am I getting so angry and I told him that I feel like I am not getting any kind of help from him. I requested to speak to someone higher than him, even a CEO or somebody else that was willing to hear my situation and he said that he was the highest there. He told me that I shouldn’t get mad because the frame was free anyways<— ???? I advised him that the free frame is basically your incentive to get us through the door to take pictures, I did not make that up myself? I just could not believe the attitude and I could not hold back my tears. I was angry and sad all at the same time. Basically, his attitude was "I am right and You are wrong".

    I know he probably felt bad for me because I was crying and mad so he volunteered to call me everyday afterwards with an update on where my frame is at, which he has done, but today is December 21, 2012 and I still have not gotten my Frame in yet. This is UNACCEPTABLE!

    Can you please help me? I dont appreciate this kind of customer service and this great delay in getting my pictures. If theres anything you can do to help me get my pictures, ANYTHING AT ALL, PLEASE HELP ME!

    **If you are not the correct person, please forward me to who can help! **

    Thanks & Best Regards,
    Anau N. Quintero

  43. I enter your website looking to order a replacement for the water filter for my KENMORE COFFEE MAKER MODEL: 100.04603110. While online speaking to a customer representantive and giving him my full name and address, passed me onto a “specialist” he again asked for my name, asked his question.
    He asked for the model number of the coffee maker which is 100.04603110 he asked to wait a few minutes,and returns with the answer that it was unexistant in their inventory. He ask to check again I complied again made sure that it was provided with the filter number and 69164 and came with the answer it´s not in our records.!

    I purchased the coffee maker on 10/11/12 sales check # 018140968095 tran 8095 PG/STORE 37 01814 REG 096 ASSOC 7021. After all that I was asked to call the 800 customer service line because they werent able to help.
    Very poor service. Truly dissappointing.

  44. To: Sears Customer Relations

    SEARS REFRIGERATOR SAGA
    or a story of great retail incompetence in our time
    12/24/2012

    N. S. Rasor

    Probably no one at Sears reads such letters as this, let alone does anything about them. But at least this is a record of the story, which probably will get around because it is so absurd and damning. The detailed dates are not documented here, but from the period of time over which the saga has occurred thus far (two months)and the number of events (11), the approximate time between them can be estimated as being one week. Each of the events required my involvement in the Sears system. At first it required my dealing with multiple agents over the phone, who had poor command of English and difficulty understanding my problem and what to do with it. Eventually I discovered the right telephone number and fell into a familiar routine in the system based on many experiences with it as listed here:

    1. On Oct. 6, 2012, we purchased a BLACK Samsung french-door refrigerator from the Sears Hardware Store in Kettering, Ohio.
    2. A WHITE refrigerator was delivered to our home on Oct. 27 by Sears even though we had emphasized that we wanted a BLACK one like the floor model to match the other appliances in our kitchen.
    3. When the black model eventually was delivered to us, the delivery man found that he could not properly install the large horizontal external latch handle on the bottom freezer drawer. So leaving the handle dangle and barely operable for opening the freezer, he informed me that I must contact the Sears Service Dept. to arrange proper installation of the handle. This was a learning experience for both me and the Sears Service people I eventually contacted by phone after several false starts and transfers starting with the Sears web page. After some confusion about this not being a warranty period situation, the agent told me that a repair man would be sent to install the handle properly.
    4. The repair man arrived and, after working some time on the handle, said he had installed the handle and left. Then, after the second time the handle was used, it again became unattached and dangled on one side as before.
    5. Back by phone to the Sears Service people who again had to learn about this even more complex and unfamiliar situation and said they would again send a repair man. When I suggested that the problem might involve a defective handle, they agreed and said they would order a new handle sent to us, but that I would have to call them when the part arrived to arrange for its installation.
    6. Eventually, the replacement arrived, but it was WHITE for our BLACK refrigerator. Back by phone to the SEARS Service people with an even more complex and unfamiliar situation to be understood and acted upon (e.g., at first they said I must order a new handle from their Parts Dept.). After my impatient reaction, they agreed to order a black handle delivered to us, but I must call them and arrange for its installation after it arrived as in #5.
    7. Back to the Sears Service people to arrange for the new handle installation when it arrived. The service man unpacked it and found that it indeed was black but that it was for the wrong refrigerator model and too short for installation on ours. This service man determined, however, that to really fix the problem a replacement of both the handle and the knob to which it is attached on one side should also be ordered and delivered to us. So a repeat of the #5 process followed.
    8. The new handle was delivered to us, but again it was WHITE, requiring another repeat of the now-familiar #5 process.
    9. Another new handle arrived, it was black but it was not accompanied by the attachment knob.
    10. Shortly thereafter, another package arrived which contained both another black handle and the attachment knob, and I made an appointment for their installation. The service man arrived and found that the black handle and knob that were delivered were for a snap-in type of handle, whereas our refrigerator handle and knobs were for a set-screw type of handle. He said he would order a complete set of handle and knobs to be sure that they were all compatible. Also, so that I would not have to do another #5 he would place the order and schedule his service appointment until after Christmas.
    11. The fifth box containing the handle but not the knobs has been delivered. We now have 5 boxes of handles, all delivered by UPS separately. So the Sears saga is not yet over, as we thought each time. The greatest irony, however, is that TWO MONTHS have passed without our receiving full delivery of our refrigerator from Sears, but in the meantime, Sears has LOWERED THE PRICE of our Samsung refrigerator model at the same store from the $1300 that we paid two months ago to $1000. But this is peanuts compared with the hours I have spent trying to deal with the Sears retail system (I was paid $400/hour as a consulting physicist). I have been a loyal Sears customer since we bought appliances for our first house 55 years ago, but now I just do not know. But I thought you should know.
    Ned S. Rasor, Ph.D.
    937-331-8958

  45. On December 18th I purchased a wall oven at the store in Laguna Hills, Ca. Acouple of days later I received an email with a survey attached which I filled out in detail. Evidently my computer did not send it out. I want to be sure that you know that the entire experience was delightful. The salesmanMike dNajd was ddvery competent, extremely helpful and very considerate of my needs. I just want to be ceertain that he receives the credit he deserves. These days it seeems that few individuals are so conscientous, and it was such a pleasure to be waited on by such an individual.

    Sincerely,
    Catherine Carriere

  46. purchased a swing set for my grand daughter 12-4-12, to date still not delivered , customer service keeps referring me to some shipper sears hired to deliver , that says they don’t have the order . you have hit my credit card , I didn’t hire the shipper , sears did !
    why do I have to deal with your screw up ?
    your customer service people suck , they should speak English !!
    I have completely given up on sears , who manages this company now , the Chinese ?
    you people wonder why your sales are going down the toilet , your days as a retailer are going down fast , Wal-Mart is a improvement over you people .

    I am contacting the local CBS affiliate who has a segment to deal with this and the better business beareu
    I doubt that this will do any thing to improve the situation

  47. We purchased a California king size mattress and box spring that is made for only one person to sleep on. If you are not right smack in the middle of the mattress you will roll into a gully….very uncomfortable! We have gone back to the store, complained to the customer service department and left SEVERAL MESSAGES for a person who calls herself Dee but does NOT RETURN our calls. My husband is about to take the mattress back to SEARS during the mattress sale that is going on now. He has already gone into the store and spoke with a sales person who had Dee call us once…We will never purchase Sears products again…The customer service we have received on this issue is very unfair….

  48. REALLY POOR SERVICE
    We ordered a clothes drier a month ago.
    1. Delivery was 2 weeks late.(item was forgotten from order and delivery was rescheduled.
    2. The driver called a total of 6 times for directions even though the directions consisted of two very easy right turns from where they were coming.. Their capacity to not follow simple directions was staggering. If customer relations means anything whatsoever to Sears, I suggest you let these two clowns immediately.
    3. They arrived 2 hours late.
    3 When I saw from our property they missed our road I sent someone out in a pickup to intercept. The Sears drivers transferred our appliance to the pick-up. Then refused to return for the old appliance they had been scheduled to pick up, claiming they had no such order.
    4 When I called the dispatch I was told that the diver were indeed supposed to pick up the item.
    5. So we are left with an old clothes dryer sitting in the driveway.
    6. Put my day on hold an extra two hours waiting for the delivery.

    Won’t be using Sears again.

  49. Found GPS battery through Sears and thought it was a reputable company. Wrong. Battery was sold and shipped by Xtream storefront. Received wrong battery and contacted Xtream immediately. Battery that was supposedly in stock actually wasn’t. Got a refund right away through Paypal but time was wasted trying to deal with Xtream. Stay away. Search online for other reviews.

  50. I purchased sweatpants, screwdriver set and a baby outfit on November 18. The baby outfit was canceled and the sweatpants never arrived. I called three times to try and get my money back for the sweatpants. I was always told that I would receive the refund within 5-7 days. Well after several emails and over 1.5 months later, I still haven’t received it! I am now trying the online chat and hoping this person has somewhat of a brain. I have never in my life received such HORRIBLE customer service. My grandmother worked at Sears for over 20 years and I am sad to say that I will NEVER shops at Sears again! Absolutely ridiculous!

  51. Bought 2 pairs of Reebok Princess shoes. Wore 1 pair put second pair away. Pull them out 6 months later, size and width are wrong. Will try to exchange, will see what happens.

  52. This is the most screwed up company I have dealt with so far online. If you call and ask a question and they don’t have the answer they hang up on you. This happened 3 times in a row. The people answering the telephone in customer service don’t understand the English language nd I could not understand their language. If you ask for a manager they hang up. I was on the telephone for over an hour and never got my question answered ab out two delivery dates. If Sears were giving the item away free I would not take it after this.

  53. Never have I had such a horrible experience with Sears Customer Service, ordered range, microwave, dishwasher on Dec 26, 2012 with a delivery date of 1/4/2013. After several phone calls to customer service and told to call this 800# sorry we can’t help you have to call this 800# can’t transfer you and tell the rep what is going on so having to start over again was getting frustrating. Delivery date was moved to Jan 11,2013 they can’t tell me why, no notes in the system, said order wasn’t placed until yesterday when I have my print out with Dec 26 and schdedule delivery of 1/4/13. No one can explain and there is nothing they can do. I asked where was the call regarding the change in delivery date and they said it was never scheduled for the 4th even though I have paperwork that states otherwise. Also I spoke with someone on Wednesday the 2nd and was told order was still scheduled for the 4th and they would call Thursday night the 3d with two hour time frame on the 4th for delivery. Was lied to and then told nothing they could do and please don’t cancel you order, I am sure they don’t it was over $2000. Also had problems with several of the customer service reps and their understanding/speaking of the english language, I don’t care where their reps are at but understand and speak english we live in America. Please don’t place an order online and expect any service after that.

  54. I had a Sear Home Service call on a garage door and was completely taken advantage of. The only thing worse was trying to contact Customer Service. I will never use Sears for any home repairs or services again, nor will i purchase anything from them. Even if the price is cheaper it is not worth the headache.

  55. Sirs/Madams
    In November 2012, I noticed that my washing machine (a MAYTAG NEPTUNE CLOTHES WASHER – SERIAL NUMBER: 53375714YH) was making a squeaking noise while washing; also, when spin drying, the last spin sounded like an airplane coming in for a landing.
    For 59 years all I had to do was call Sears repair and the Sears representative would come out and fix the problem. This year, however, a company named A and E Appliance Repair came to “FIX” my washing machine, thereby creating the problem, detailed below.
    The problem:
    I called and made an appointment to have a repair person come out and fix my washing machine:
    On December 13, 2012, a repairman came in and proceeded to TAKE my washer apart. By the time he finished the washing machine was totally disassembled and he said the washing machine needed a new tub. During the time he was working on the washing machine he was using among other things: a hammer? He did a lot of pounding. Before leaving, he told us that he had ordered the tub by “overnight mail,” and then made an appointment for the 21st of December 2012.” The OVERNIGHT delivery took one week. Upon leaving, this repairman did not tell us what the problem was with the tub. He also did not leave a receipt or have us sign a receipt.
    After he left, I decided to have someone come out and look at my dryer, which I purchased at the same time I purchased my washing machine.
    This second appointment was made for December 15, 2012.
    When the repairman arrived on December 15, 2012, he found minor problems , so I asked him to clean out the lint for safety reasons, like preventing a fire. He looked at his computer and told me that even though I have a Protection Agreement; it was only good if the dryer was broken. I told him that, in the past, maintenance was part of the agreement. He replied that I did not have a Master Plan. I told him I never heard of a Master Plan. He then called a co-worker and told him that I did not believe what he was telling me. He acted as though his feelings were hurt. He did nothing and then printed an invoice and left. His id number is 0629014.
    Then, on December 20, 2012 the tub was delivered.
    On December 21, 2012 a second repairman came to install the tub. He was supposed to be here between 1:00 and 5:00. He arrived at 4:00 and left after several hours, telling us he needed another part that he ordered for “overnight delivery”. He left without saying a word. He did not print an invoice or give us any other information. The washing machine was still not working.
    I called Sears immediately and was told to call the next day
    December 22, 2012. (Saturday)
    I called to make another appointment.
    The third repairman, “The Clean UP Man” worked on the machine, again puting in a lot of hours and getting a part from the first repairman. After many hours, he told us that the machine needed another part, which was again ordered “OVERNIGHT.”
    This repairman told us he was the clean up man and almost broke his arm patting himself on the back. His id is 0006072
    When we inquired about the part, we were told that DUE TO THE HOLIDAYS WE DID NOT ORDER THE PART.
    On December 28, 2012 we received the part, ordered OVERNIGHT, again almost a week later.
    On December 29, 2012 the fourth repairman showed up. This repairman was the same person who had showed up to fix the Dryer. His id number is 0629014. He said the part was the wrong part and needed to order another part, he finally said that he fixed it, but HE DID NOT TRY THE MACHINE OUT. After he left, I went downstairs and tried the machine. It did work for one (1) wash. When I washed the second load , the machine again did not wash or drain.
    BOTH LOADS WERE LIGHT LOADS – 1 SHEET EACH
    This repairman seemed very unsure of himself and got his feelings hurt easily. I am frustrated and I realize that I show it. But, they all acted as though they were doing me a favor. I PAID FOR THIS SERVICE, and expect service that is knowledgeable.
    As I told Cindy (the customer service representative – the only one that seemed to have any knowledge and experience), I am frustrated; I had two surgeries this past year, and am in no condition to go back and forth from the Laundromat. Each trip is not only taxing to my health, but has cost me at least $50.00. I have gone to the Laundromat 6 times, for a total cost of $500.00.
    We also had company from Florida and Washington, DC for Christmas and New Year’s Eve—the date of my husband’s and son’s birthdays. Laundry was a major problem.

    The last email I received said my next appointment will be January 15, 2013. So much for overnight. I believe that the time has come for you to replace my washer with a washer that is comparable to my top of the line washing machine, not of lesser value. This is because when the washing machine was torn up there was no proof that any of the repairman knew how to fix the washing machine and have rendered it useless. Additionally, I would like a refund for the $500.00 I spent at Laundromat’s.

  56. I ordered this item on line, December 4th, as a Christmas present; paid for installation to be done on the 22nd. Installers called and confirmed installation; they called back the day of installation and cancelled. The reason, installer was sick. Apparently, only one installer is employed by Sears. Very disappointed, it was a present. They rescheduled installations for the 27th. The 27th no one shows up or calls. Called Sears customer service on the 29th to express my disappointment, cancel any further installation and have my money refunded. The women I spoke with, was very sweet and understanding. She saved me from cancelling the order, ensuring me that I would be contacted within 48 hours and I would be made a top priority for installation. I was never contacted. Once again, called customer service, on the 3rd; spoke with yet another very kind and understanding women. Told her I would now like to cancel the installation and I would be returning the garage door opener. At this point unless the installation was of no charge I was no longer interested in dealing with Sears. The women felt sure that there was something Sears could do for me to make this all right and put her supervisor on the phone. Destiny; Destiny was now on the phone to assist me. I reiterated my complete experience; she apologized and proceeded with scheduling yet another installation. Apparently, she either did not communicate with the previous women I spoke with or read the notes each representative takes when on a call. Again, I explained that unless the installation she was attempting to schedule was now of no charge I was not interested. Destiny became rude and displayed no professionalism. I asked to speak with her superior. Destiny would not give me his/her name, said I could speak with him/her but it would be a 20 minute wait. I said great, I’ll hold; what’s another 20 minutes! 15 minutes later Destiny comes back on the phone to tell me no one will be able to help me. Needless to say Sears has now lost me as a customer. Word of mouth is a powerful tool!

  57. To Sears Corporate Office:

    There are some issues I need to address.
    I bought a LG plasma TV from a Sears Outlet on July 4th. Soon after that I started to notice a live that was going through the screen. I called customer service and described it and they told me it is just my cable connection. A month after that I called LG and sent a repair person out to take a look at it. They ordered a part and came back 2 weeks or so later to replace the old one. Then a week after the part was replaced, I started to experience more problems with the TV. I started to get the same lines, only much wider on the screen. I contacted Sears and they sent someone to take a look…this was Dec 21. They told me they ordered a part and rescheduled an appointment for Dec 26. On this date no one showed up and I got no phone calls addressing this. I called customer service and they did not know the reason for the missed appointment, however they told me my new appointment date was for Jan 4th. The same thing happened on this day, no one showed up and I got no phone call explaining this. When I called the customer service they told me my new appointment was for Jan 14. They also told me someone would call me within 48 hours addressing all this. I received no phone calls. On July 14th…again no one came for the appointment and I got a phone call at 08:34 saying someone should be there shortly, since my appointment was between 8-12. I called customer service and they gave me a phone number to contact Sears Repair in Sterling Heights. I called that number numerous times without anyone answering it. I called customer service again and I was told the part that was ordered arrived today..on Jan 14 and it is damaged. They would have to order another part and do not know how long this would take. She told me to contact LG directly.
    This is totally unprofessional and unacceptable to give their customers the run around. I have now taken 3 days off of work, sitting around waiting for these guys. No one had the courtesy to even contact me and tell me what was happening. You need to have better customer service. This is possibly the worst I have been treated by any company.

  58. Your TV commercials are unnecessarily violent. First, it started out with people crashing into appliances! Now you are into the same thing with animals. This is totally stupid not to mention insensitive. You need to find better marketing staff that “get it” about violence of any kind under the present cultural environment. I’ll think twice about buying a Sears product. Get with it folks

  59. I just wanted to let you know that im never again buying any thing from sears and that this was the worst shopping experience of my life , first when i went to sears at crabtree valley mall the staff was very unwelcoming and unprofessional, the way they were dressed and how they talked, they did not know the basic information about their products ! then when I bought a tv i was told I’ll get it on sunday and I paid extra for weekend delivery , sunday came and no tv showed up ! after that I called ur 800 number they told me they know nothing about it and its not in the system, tried calling the store it self no body answered !!! I had to go to the store and ask, they said sorry , we’ll bring it on tuesday .. and this is not half of it !
    tuesday came , no tv as well !! called again no answer for like 15 times, finally when they answered, the lady told me i’ll call you back in 20 min and never called back ! i called again for one hour strait till they answered and said ops sorry ur tv is still in the store and never left so we’ll bring it next week !!! and that point I just canceled the order and went to best buy and got it , I payed more money but at least they are professionals who know how to do their job !

  60. Customer solutions is a place that all sears employees
    use to get the customer confused. NOT ONE department of Sears did what they said that they would do. Purchased a
    top load washer and dryer from Sears Mishawaka, Indiana.
    Paid to have it delivered and installed.
    Sears does not have a clue on what really happens in the real world.Sears is the worst place to buy an appliance!
    Sears should be ashamed of themselves. After 5 weeks of trying to get this problem resolved and 17 hours of lies,no return calls, no solutions I give up. Now it starts all over to get them returned. Day 6 still no solutions from Customer Solutions. Sears is Terrible!
    Sears has the best runaround in the industy.

  61. Seems as though there is a common theme with Sears- pass the buck and when all else fails disconnect the phone call.Started by ordering a kitchen set of appliances from Brian.

    This part went great- he thouroghly walked us through the purchasing process and helped us choose appliance that best suited our farmhouse renovation. It went down hill from there. Appliances were to be delivered. Delivery guy called from the store- could not find the cooktop.

    They brought the rest of the stuff and said the cooktop would be delivered. Great….except they showed up three hours late on Christmas eve so I sat at our empty house waiting for them while I missed our family Christmas party. Should have been mad but I felt more for the delivery guys being forced to deliver on a holiday than me waiting. Then it gets bad…

    Store couldn’t find the cooktop and the national delivery number said it was delivered. Finally I just went for store manager, tracy. She quickly ordered a new top and scheduled a prompt delivery. Great.

    The cooktop came, we later opened the box. Damaged. The knobs had been bent and one rubber the high low print right off. Called the store.

    They said call warranty. Called warranty. They said call delivery. Called delivery.

    They referred me to a product specialist”. He then put me on hold?. I was disconnected:. I called back/.

    I was put on hold for thirty minutes/. Hung up called back;. They transferred me back to delivery:. This guy transferred me to an unknow department?.

    She said they would deliver a new one. Great. I simply asked that it not be delivered and that I wanted to pick it up at the store to a) save time b) not be forced to take time off of work to wait for delivery. She said that couldn’t be done.

    The next day I called the local store and spoke to the appliance manager because I had little faith in anyone I talked to via the national numbers. He was more than willing to make sure the item was ordered and to call me when it arrived at the store as he had no reservation with me picking it up. So…I’ll see what next week brings when it is suppose to arrive.

    In conclusion, I feel as though my story echoes many others who trusted Sears, sears customer service does very little servicing, and the people at my local store saved me from insanity.My advice to others: bypass sears, head to your locally owned appliance store, pay a little more, be content that you never have to deal with sears’ customer service.

  62. My HE washer broke down. I called for repair; could not get anyone out until I paid over $200.00 for a warranty.
    They took my credit card and set up an appointment. The day of the appt., a man calls to ask what it is about. I said the washer wasn’t working. (now we are going on 3 weeks) so he says he only LOOKS at them under the service warranty, he doesn’t FIX them. New appt. 1 more week. Man comes out and fixes 2 things wrong, says it’s OK and leaves. I race in to wash a load=SAME PROBLEM. I
    called repair, can’t do anything now, call tomorrow. I called the next day and now they put me off another 10days. No one available for my area til then. What a crock!!!!! I am going to Lowe’s for my next needed items. I have been with Sears over 50 years! I am so
    angry I could spit nails!!!! They got the LAST money out of me!!!

  63. I have tried several times to email you and keep getting an error page… I’ve resorted to writing you here..We purchased a pair of Canyon River Blues 730365579636 SEAS : C1
    16 Regulars for my son within the last year and one day he was slipping them on and they ripped from the waist band area along side of the zipper seam down below the crotch area. Unfortunately, we do not have the receipt. How can we be reimbursed or exchange them?
    Thank you!

  64. I placed a service call for my dryer 3 weeks ago. In the meantime my washer started leaking. I called Sears and tried to add my washing machine to the service call. I was told that this was not possible and that I would have to place another service call. When I asked why they couldn’t be at the same time, I was told that the service call was already placed for the dryer and the washer could not be added.

    I left it with just the dryer and had a window yesterday from 8-12. I received a phone call at 9:45AM (half way through my window) that Sears would not be coming because the technician called out sick. Please note that I received a confirmation phone call Friday and an email Saturday morning, both confirming my appointment. When I explained that I took off a day of work for this call and that I could not take off another day Sears did not care. I asked for a manager. Tina, the manager, explained that people get sick (I know this) and when I asked if the next service call could include both the washer and dryer, since I had already missed one day of work, Tina said “no”. I explained that this was being very difficult for me and Tina told me “That is life.” I then asked for another manager and Tina told me she was the only manager there. I tried speaking to Tina, explaining that I understood that people get sick but asked to please understand that I am paid hourly and could not afford to take 2 days off. I also asked 1) if the tech was sick, why was I not called at 8 so I could have gone to work and 2) since I was being inconvenienced by Sears’ cancellation, could she please put the next work order in for both appliances. At this point Tina, the manager, told me “no” again and that she could have Sears come out next Saturday for my dryer and in March for my washing machine. I explained that this was ridiculous and at this point Tina told me to go “F*ck off” and then hung up on me.

    I was told at the beginning of this call that I was on a recorded line. I sincerely hope that someone at Sears takes the time to listen to this recorded line as I will NEVER be using Sears Appliance repair again.

    I am beyond offended and angry and feel that Sears was beyond rude and I will be sure to tell everyone that I see how I was treated by Sears and encourage them to never buy a Sears product. I have to go buy a new washing machine and dryer (someone else came out yesterday) and will not be purchasing Sears appliances.

    Sincerely,

    Adam Jacobs

  65. I just want to say I am disappointed with your outsourced repair department. I encouraged my daughter’s family to buy a Kenmore washer and dryer, which they did on my recommendation. The washer stopped working a month ago and still has not been repaired. They have got quite the run a round over the past month. I feel partly responsible because of my recommendation. What steps can I take to help my kids resolve this issue?

  66. On 2/5/13, I contacted a salesman who identified himselp as Conner who worked in the TV Department at the Summerlin store located in Las Vegas, NV. I seleced two items (one Samsung 51′ and one Panasonic 55′). Conners had one model available at the Summerlin store and located the other model at Sears Meadows store. I left before completing the sale because of medical reasons. Several attempts were made to return, but I was not able to return to the Summerlin store.

    On 2/6/13, I completed the purchase by purcasing 2 55′ Panasonics, 2 Blue Ray DVDS, and misc. cables at Sears Meadows location (One TV was in stock at the Meadows and one TV was in stock at the Summerlin location). During this purchase, the alesman called Summerlin several times to check on stock. During the contact, I heard conversation from the Summerlin saleman that was very unprofessional regarding my purchase.

    On 2/7/13, at pproximately 10:15 a.m., I went to the Summerlin locaton to exchange a cable and purchase a wireless adaptor. The Saleman #015089 (Thomas) later approaced and called my wife by her first name (never met). We explained the reason for he visit was to purchase a wireless Adaptor for the 55′ Panasonic. He stated Sears did not sell this product and checked the internet which noted this item could be picked up at R C Willey. We asked the salesman to check for a Samsumg cordless DVD. He checked and advised non were in stock. He never asked if he could order this product nor did not check another store for this item. This salesperson was abrupt, evasive and displayed an unprofessional demeanor.

    We later checked the Summerli store by telephone and was told they had two in stock.

    I am a loyal Sears customer and feel this is very unprofessional for a major business of this type.

    K Jamal

  67. Got my tires rotated at SEARS automotive. When I got home my hub cap was gone. It was obvious that they hadn’t secured it properly. But, they said it wasn’t their problem. I drive A LOT of miles and give them quite a bit of service. Guess I’ll have to go elsewhere.

  68. Sears has become a bait and switch operation and won’t correct problems emanating from their web errors. I bought an item through Craftsman Club at one price and when it came to checkout it showed up at another price $33 higher. Customer service was in another country and was worthless. Both phone and e-mail helped zero! In fact, one phone call elicited the response there must be an error on the web. DUH. Like I didn’t know that? The e-mail elicited a response that the item was no longer on sale! Sure it was and still is for all week! So I ended up calling their corporate offices in Illinois, who were not much more help. They transferred me to someone, whom I also believe was offshore, to take the order, They indicated they had to take the order at full price, since they didn’t have the full ad available to them. but would credit back the $33.11 overcharge on the credit card. They didn’t. Now I have to fight not only with Sears but their credit card issuer to get the credit issued. After almost 50 years of dealing with these people I am so done. I have spent literally hundreds of thousands of dollars with Sears in the past, through business and personal accounts but I will never go back. They have truly become the K-Mart they merged with…only worse.

  69. Customer service reps are non-American. They did not comment to email containing file showing associated sears websites do not work properly. They only reply with boilerplate comments.

  70. I cancelled and order (455054562) on February 2 and received and email from the operator to the effect that I had requested the order cancelled. The email stated that I should wait 3-5 days for the cancellation and credit. That was 10 days ago. Today I called 6 times to customer service and each person I spoke to told me they were waiting for the store to cancel my order. I spoke finally to a Bryan id# 401111 at 800-349-4358 and also told me I might need to wait another 3-5 days for the order to cancel. THIS IS MADNESS. I CANCELLED THE ORDER ON FEB 2. How long does it take Sears to cancel an order? I know you charged my credit card the day I placed the order even though you did not have any of the items in stock. Then I waited several days for the item to finally ship to the store. But then it went into limbo for over 2 weeks at which point I call and cancelled the order.

  71. I bought a refrigerator Kenmore model 10658943800 manufactured in 2008, the refrigerator side stopped working and I called for a repair. On 2/13/13 the technician told me that equipment (GE OEM for Kenmore)has a design defect that causes excessive accumulation of ice and has no way to repair it. I’ve lost all my investment and no one will respond.

  72. I have been a customer of Sears since 1988. Always bought my appliences there with no problems until today. The sales associate was an idiot,everything done on a laptop. Bought all of my appliences there 10 years ago when my house was built,no problem with the delivery. The est. time of delivery for my new fridg. which died after 10 years} was between 1:30pm & 3:30pm. Called at 3:45pm spoke to someone who could just about speak ENGLISH. Said they were in the city and they would be at my house after that. Received a call and said they would be at the house about 5:30pm. AND they charge a $80.00 del. charge on the weekend. I feel the del. charge should be waived. If the poor delivery guys weren’t overloaded with deliveries, they would deliver the products on time. No wonder Sears is having money problems

  73. to the attention of customer service supervisor,and delivery dept. manager: Complaint about delivery men is not trained professionally to do their job . they refuse to haul away the old kenmore elite, ( that is same size as the new one they deliver), and replace it with the new one.the old one is kenmore elite 24.9 cu ft and is deliver by your company . i am your regular and i brought seven of your freezer in the past .you can see my sear record. this is the only time i see these deliver men that is so irresponsible,and disrepect their job .they just refuse with no reason.MY sear salescheck # is 010179020274.I am confirming my cancellation of this order. i got my new one from Lowes.if the old one can get in ,why can’t it get out ? if the old one of the same size can get in why not the new one?

  74. I will never order anything from Sears again! I have been trying to have a mattress delivered for the last two weeks between a window of 1.30pm and 4.30pm, the salesman assured me this was perfectly fine (of course he did). Sears keeps trying to deliver the mattress between 11.15am and 1.15pm. I have spoken to more people in India (aka Sears Global customer service)in the last two weeks than I have had hot dinners. It seems that no one can either find my order or get the mattress schedule for correct delivery. Finally, today, the fourth person I spoke to called the carrier who called the driver. A nice AMERICAN driver called to find out what was the problem, we explained and he said he would deliver after 1.30pm! I dont understand why it took hours of phone calls, endless foreign phone agents and much frustration on my part to get this sorted out. Bring customer service back to the States, even when I asked for a supervisor it was someone offshore. When I asked to be transferred to the States they just passed me around more ‘global’ agents. We shall see if the mattress turns up this afternoon as scheduled.

  75. Absolutely worst experience ever. Bought a treadmill and they did not show up until an hour after scheduled timeframe. Since I scheduled a new time when they didn’t show up, when I found out they set up the treadmill wrong thr next day the rep told me just to keep that appointment for service. I drove back from out of town to make sure I was there the next day and found out they cancelled the time without telling me and told me I would need to schedule a new time for the next week. I did..I scheduled a pickup for them to take the treadmill out of my home because I am going to order it from somewhere else.

  76. Sear’s customer service is horrible. There are no words to describe how bad our experience was. We will NEVER shop there again.

  77. Bait and Switch. I choose a very nice washing machine with a few minor scratches along the side of the appliance. Scrath marks were duly noted on the invoice. I purchase the machine from the Sears Outlet store only to have another one, which was severely dented and clearly not the model I selected to arrive at my home. I was very disappointed to say the least. I had to refuse the delivery and go back to the Outlet store to select another one. This time I took a picture of the model that I selected. Beware the old “batch and switch” is still alive and being used for customers who are not aware of their rights. Be sure to take plenty of pictures of the appliances you purchase. They will definitely send you whatever they (store employees) feel.

  78. I bought a craftsman snowblower. Spent good money in what I thought was the best. Used it about five times and it leaks gas all over. Because we have had mild winters it is about two months past warranty. Sears can’t do anything for me because I didn’t buy an extended warranty. What happened to putting the customer first? I will never purchase anything from sears again!! Not happy!!

  79. We recently purchased a major appliance from a local Sears store using our Sears credit card. The sales person promised delivery within 2 days of purchase. We were then contacted that it would be delivered a day later….then yet another day later. Then finally we were told it woul be delivered the following Monday but then installed on Tuesday. We were tired of the runaround and needed a replacement for our broken appliance so we contacted another local business that offered a similar appliance for less money, a better warranty, and prompt delivery and installation. We then cancelled the Sears order (the day after we had made the purchase) and asked them to please credit the order and cancel delivery. The next day Sears left a message that the delivery woul be made at (whatever 4 hour window) on the day of delivery. Once again we called Sears to let them know the order had been cancelled and to please credit our Sears charge card. However, it took several attempts due to no one answering the phone and full voice mail. Finally got through to reiterate the very explicit cancellation message. On the day of the allegedly cancelled Monday delivery, we received a voicemail message that the appliance would be delivered that morning. I once again called Sears AND the delivery company to tell them the order had been cancelled 5 days prior to that. The order (thankfully) was not delivered. However, 2 weeks later, we received a bill for the appliance on our Sears credit card (over $1,000). We contacted Sears credit and were tol we could initiate a dispute, which would take 45 days or more to clear. We were told that if we contact the store and they acknowledged the cancellation, it woul be immediately resolved. We contacted the store and they said they had on record that the order had been cancelled but that “processing” it had been delayed. We then re-contacted Sears credit and told them the store had acknowledged the cancellation but were told it would be resolved in 45 days or more (not immediately) as they had told us 10 minutes earlier. What kind of “customer service” is all of that???!!! All the while they assured us we were such valued long term customers. How do the treat people who are not?

  80. I think if Sears would treat their employees better the customer service would be better as well. I found out that the company FORCES their employees to ask for credit and that rewards program and if the employee doesn’t get a sign up they are punished by having their hours cut. I highky doubt any of their upper management have ever worked in retail fresh out of college. I do notice the younger employees are texting more and not paying attention to the customer like they should. You can always tell a long term employee of Sears they are the ones that seem to be most helpful. Been told also Sears don’t respect the loyalty of their long term employees either. No I don’t work for Sears

  81. I wish I had found this page before ordering my tires. I ordered the tires on 2/28/13. The website said it would take 5 – 7 days to reach the store to be installed, but I was fine with that because the tires appeared to be such a good deal. I received a confirmation email that said I would received another email when the tires shipped with the tracking number, and one final email when they reached the store and were ready for pickup.

    Well, here I sit on 3/9/2013 and I haven’t even received the first email to tell me the tires have shipped!!! I’ve emailed their customer (no) service department twice with no answer. I tried calling their customer no service department today and hung up after waiting 20 minutes the first time and 10 minutes the 2nd time. Never again will I order ANYTHING from this company!!

  82. bought a seiki 22″ tv on 5/20/12 set up was easy but set would not turn on with power button. ok judt used remote.
    every once in awhile it would not tut]rn on with remote. 2 weeks ago would not turn on at all. tried unplugging, plugging into different outlets, new batteries. nothing worked so took into local store. it turned on for clerk everything seemed to work so took home brcause clerk said sears didn’t have to do anything about it because to was past 30 days from purchase. set tv back up at home, turned on but tv made funny crakling, buzzing sound and shut off. still trying to get it to turn on again. was thinking of buying new stove but if customer service is this bad….

  83. In November my wife and I bought a Nordic Track eliptical fitness trainer from the Sears store on Kauai in Hawaii, It has never worked. Sears never mentioned that they had a 60 day return warranty. Inside the box was a placard from Nordic track: STOP! IF YOU HAVE A PROBLEM DO NOT CALL THE STORE OR RETURN IT! CALL NORDIC TRACK FOR SERVICE!. We did that only to discover ND subcontracts service thru a company North Coast Fitness who has service reps all over the US. Our guy only showed up once in 3 months of many attempts to schedule repair. He then lied about parts being on order. Last I heard he was in jail. Sears was not better and neither ND. They did not return calls and basically told us to solve it with the local service rep. I am so angry I will NEVER buy another thing from SEARS or Nordic Track!

  84. I bought a frig and stove at Roseville Sears Feb.11. They delivered them this morning. They brought the wrong frig and I have been on the phone all day trying to get them to exchang it. Now they say they can’t do it till the 22nd. I want to cancel my order. Now they won’t return my calls to pick up your appliances. My wife passed away last month and I should not have to have this problem. I will NEVER shop Sears again. You would think if they did not have it in stock they would have offered a up grade to me. They did not.This is the worst experence I ever had in buying something.

  85. Sears is HORRIBLE!!! No one should EVER purchase anything from them! Their customer service is non-existent. They are located overseas in a “National Call Center” and contain people who are reading from pre-made scripts, without any real knowledge of the English language. They never return phone calls and do not care about real customer service.
    I was always a very loyal Sears customer, but after my recent experience, I will NEVER buy from Sears again!!!!

  86. I Had a problem with my dishwasher they sent wrong piece after waiting 2 weeks for that and a tek guy!! Now I’m waiting again for the new piece and for them to tell me they can’t have a tek guy here till end of month .. Well not going well until a really nice rep helped me out with a direct number and the parts were recieved and tek guy arrived that Sat .thanks to linette Perez # 401221 what a great help !!!

  87. They are awful! Customer service kept me on hold for 1 hour and 41 minutes today. Don’t believe me? It’s on Youtube! I just found out there was a major problem with my Kenmore Bottom Freezer refrigerator purchased in June 2011. This fridge is poorly designed without enough air gaps to allow air behind the back panel of the freezer where the fans and condenser coils are located! I’m going to have to manually defrost at least once a year! If not, it will just stop working. I’ve been dealing with this problem since December and not one word from Sears on this defect! What great service!

  88. Sears STINKS. The repair man didn’t repair our refrigerator problem so scheduled a return in two more weeks….took two weeks for him to come out the first time and decide what part he THOUGHT he needed which was sent to us within three days then another two weeks before he was to come out again. He called and said he was “too far away” so would reschedule for next week. I hate this refrigerator which was my mistake as I bought it in a hurry because ours(not a Sears) had been destroyed as the result of a forest fire. We used to like Sears and Sears products but the stove burners have never burned evenly and when we ordered a propane drier it turned out to be natural gas. Because I insisted on checking we discovered it and made the conversion without a lot difficulty but it was through Maytag after Sears gave us the wrong information on doing it.
    When I called Customer Service to complain about the repairman I told him the problem and he hung up on me. I have never seen such poor repair service, customer service, and, in the case of this frig, lousy product. We’ve bought from Sears the entire 60 years we’ve been married but absolutely never again…on line or in the store. They can’t go out of business soon enough to please me.

  89. I tried to order a California king size 24 piece bed in a bag. My order did not go through, however sears took my money off my card. I sent you all a statement you all got it because my reference number is 139014. I want my money put back on my card today!!!!! You all have had my money since Feb. 19th every time i call they tell me it will be on my card in 24 hours. I am real upset!!! This has gone on long enough. They told me mine was top priority two weeks ago. My patients has wore to nothing with this now. You all have my credit card number to put it back on so i am not writing it down here. My home number is 270 230 9687 i would be much grateful if you would solve this issue.I was also told that for my in-convince that they would send me a comforter set. I would much appreciate that also. Something has to be done or with this experience that i have went through with sears i will not think about ordering any thing from them again. I hope this email will tell you how upset i am because enough is enough there has been enough time passed with this issue already. Thank you for solving this for me in advance. Evelynn Clark

  90. Worst customer service ever. Not only have I still not received the merchandise I orderd, but I can’t even get a refund for weeks!!!! Do Not Order from sears!!!

  91. if you go here, you will see complaints up the wazoo, with nothing but canned or rehearsed responses with no resolution….I am there sveral times and basically have been aske to quit repetitively posting, not gonna happen til they resolve my issue.

    Sears

    2,335,245 likes · 70,420 talking about this · 136,552 were here.

    Sears

    Timeline

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    Retail and Consumer Merchandise

  92. I went online to purchase batteries for Motorola hand held radios, found the correct picture of what I needed and ordered 6 of them. The batteries came from a 3rd party The Twister Group and when I received them they were for cordless telephones. I immediately contacted them and told them of the mixup and they said it was not their concern that they sent what Sears ordered. I called Sears and the lady that answered (not from US) was pleasant enough and said they were sorry, blah, blah, blah and sent email to The Twister Group again. Just got email that basically said “Um, to bad, not our problem”. I would have hoped that someone would step up and do the right thing and agreed to just take the batteries back and reimburse me. Not asking a lot! I have made many purchases at sears over the years but I am going to do my shopping elsewhere. Shame on you Sears and your 3rd party vendors.

  93. For 25 years, I have bought almost all our appliances from Sears, but recently we’ve had very bad experiences. First we bought a $1200 outdoor grill. The grill caught on fire, but was still under warranty. Instead of replacing it, they sent a repairman and it took 2 months (almost all of the summer season!) to get parts, repair and practically re-build the entire thing. Even the repairman said he couldn’t believe they didn’t replace it. Seven months later – it caught on fire again and we gave up and bought one somewhere else.

    Then, we needed a microwave. I took all the measurements and went to Sears to purchase. I wanted a larger, upscale counter unit to build in with a trim kit. I was sent back and forth between Vacuum cleaners and kitchen appliances. Finally someone did help and they ordered a Kitchen Aid similar to the one I had – or so I thought. When we received it, it was CONSIDERABLY smaller. It was at least 2 inches smaller in depth, height and length. We decided that was not acceptable and I returned to try to find the correct unit. No one could help, but they promised to call and see what they could find. I never heard from anyone at Sears and I was charged over $75 for a “re-stocking” fee for returning the microwave. When I questioned it, I was told it was Store Policy and they couldn’t sell it for the same amount with the box open. I’m sorry, but that is their problem. Not mine. I did not receive the product that I requested with the measurements I brought in. Through my OWN research, I found that Kitchen Aid is coming out with new models and my larger model will not be available until May. Apparently no one at the store had knowledge of that or I wouldn’t have ordered it in the first place!

    Come on Sears! We all know you are in trouble. Could Customer Service be the reason???

  94. This site should be called Sears “NO” Customer Service website because there is actually is no service extended to customers- the people that actually pay employees paychecks. I went into the men’s department at 2:15 p.m. to purchase some pants for my husband. I looked for someone to ask some questions to and there was no one there. Finally, about 20 minutes later, a small petite AAW came out. She pointed me in the direction but soon left. After asking the appliance employees (4 or them hanging out with no customers) to please page someone for help – no one arrived. After making a 2nd request for help from the appliance people, still – no came out. After waiting 1.75 hrs, I finally received some help after being told that they send people home when it’s slow. I left Sears at 4:20 p.m. purchasing 3 pairs of pants and some men’s tops. Best of all, when I got home – she left a sensor tag on the sweater and now I have to come back to have it removed. And one last observation, the bathroom was filthy from someone defecating on the floor and despite notifying someone of it, it was not cleaned right away. Your employees have the attitude of….”if it wasn’t for those darn customers, I could get my job done.” After getting my sensor tag off, it will be my last trip to Sears for good. I no longer have any confidence in this company.

  95. This site should be called Sears “NO” Customer Service website because there is actually is no service extended to customers- the people that actually pay employees paychecks. I went into the men’s department at 2:15 p.m. to purchase some pants for my husband. I looked for someone to ask some questions to and there was no one there. Finally, about 20 minutes later, a small petite woman came out. She pointed me in the direction but soon left. After asking the appliance employees (4 or them hanging out with no customers) to please page someone for help – no one arrived. After making a 2nd request for help from the appliance people, still – no came out. After waiting 1.75 hrs, I finally received some help after being told that they send people home when it’s slow. I left Sears at 4:20 p.m. purchasing 3 pairs of pants and some men’s tops. Best of all, when I got home – she left a sensor tag on the sweater and now I have to come back to have it removed. And one last observation, the bathroom was filthy from someone defecating on the floor and despite notifying someone of it, it was not cleaned right away. Your employees have the attitude of….”if it wasn’t for those darn customers, I could get my job done.” After getting my sensor tag off, it will be my last trip to Sears for good. I no longer have any confidence in this company.

  96. Called Sears in Eureka, CA after 10 a.m. to order dishwasher….was transferred to call center at Sears.com (without my knowledge) Talked to Wayne to order dishwasher….it took 40 minutes on the phone because several models were not available in a timely manner and we had to switch. Ordered dishwasher and installation. BY EMAIL, received a cancellation of installation because NO ONE INSTALLED IN THE AREA. SHAME ON MANAGEMENT for not letting their people know this! I tried to talk to customer service at 800 # as instructed on email….their call centers were OUT OF COUNTRY with people that did not communicate effectively…called Illinois office customer service, talked to Ron who could not answer my questions because he was not in correct department….I asked for a supervisor and he stated he and all the others were “supervisory empowered” but could not answer my questions on how much would be charged on my credit card but to “wait” for Dominque’s email….Called the executive office for complaints and talked to Rene…..she connected me to Linda in the management team of sears.com She said she cancelled installation and added a delivery charge WITHOUT MY PERMISSION!!! Then I asked and about haul away! She said SEARS charges $10 to haul away….I asked if they were not going to install how could they haul away the old dishwasher? She would not listen to my reasoning that the dishwasher would not be discconnected for haul away so please take away haul away…..I once again asked if she could tell me when it would be delivered and she indicated that it was not her department and she could not tell me….SEARS, SEARS.COM and SEARS MANAGEMENT is a cluster…….let them go into Bankruptcy and close…..it is the American way NOT to support bad faith, bad customer service and inefficiency…it won’t be long!

  97. I would like to share the WORST customer experience I have EVER had with ANY company. I mad an appointment to get my Kenmore refrigerator fixed. It took three days for a repairman to come out. He arrived at 8am sharp, great! Told us it would be $269.00 to repair our refrigerator. I was fine with that and paid him, no problem. That’s where my nightmare started. He “fixed” it and left in 30 minutes. Three hours later it was worse and warmer than ever. I called the repairman, no answer. I called Sears service line. They were no help. Finally the repairman called back. He told me “maybe you have another problem or need a new refrigerator.” This from the man who just took my money!!!!! I called Sears back. What a joke. The best they would was to make another appointment in three more days!!!! So my family still has no working refrigerator and I am out $269.00. What a ripoff!!! I work in retail and I promise to tell EVERY customer I can about my horrible experience with Sears. I told 11 people today!!!!
    Sears is a ripoff.

  98. I bought a refrigerator from Sears in Augusta, GA! BIG mistake.. it was broken! Then they want to keep you in the service loop by requiring you to be available for a 4 hour window so they can show up late almost everytime. Then still not have the right parts. Returning it and dealing with their sorry customer service employees is just exhausting. They lied and said they were at my house to pick up the refrigerator and they were not.
    Their manager was supposed to contact me this week in reference to the situation but he did not! Honestly, no one cares… SEARS is destined for closure!

  99. What happened to the “Sears” my parents raised us with, and I remember raising my children with?
    Our most recent experience was the last time I will ever look to “Sears” for quality service.
    My husband took his Rx from an well known eye clinic to Sears Optical Department in the Burlington store. He had a coupon, which they would not honor, saying “his single vision was too strong.” The clerk looked up our insurance and made a big deal of how much he was saving us. Offered a discount on riding glasses, which he did not have in stock, but would have when he came to pick-up glasses we just purchased.
    Long story short, first glasses not right, 3 round trips of 60 miles, another trip to eye clinic to double check Rx, finally got glasses that were correct. Still no riding glasses in stock and no notation of ever being ordered.
    The three (2 women & 1 man) clerks who work at that Optical Department are the rudest, non customer orientated, non-apologetic, and lack the skills to improve. They’re most used phrase to us and other customers was, “it’s company policy”. Attitude..like it or lump it. No problem, don’t like the service, will lump them in never patronize again merchants.
    Sears, say good-bye to 3 generations of customers.

  100. I will no longer be a customer of Sear’s. The way they handle their service contract work is a sham. My contract expires 04/15/13 and I called to schedule an appointment and I was told since my last maintenance was done on 05/01/12 I could not have another appointment until then and would have to purchase a new service agreement. Hello Best Buy and HH Gregg

  101. Sears should just close!! Their managers are very unprofessional and rude and they refuse to honor policies that are stated in black & white. GO AWAY!

  102. I’m an old customer who tried twice to open an account with you and receive a $15.00 dicount. I was rejected both times even after clearing up the problem with accounting department. It seems our previous account was in my deceased husband’s name but attached to my SS#. I spent abount $100.00 total and with both purchases I was assured the discount. I left your store very discouraged, to say the least, and thought you should know it.

  103. I tried very hard to purchase tires from Sears. I had purchased three sets in the past year. This time it did not work. I filed a complaint – # 1340343, to no avail. After a return call from a Manager I returned at the requested time to have my tires installed only to be told they were closing, no matter who wrote the order. The next day I called twice and have yet to receive a return call. I drove around on a spare tire for a week trying to resolve the problem. I find that I cannot resolve the lack of customer service that Sears is providing. It is disgraceful that a company with their reputation acted in this manner. I have shopped at Sears for more than thirty five years. No more.

  104. I ordered a compressor ,4 gal.pancake from SEARS online.I received a $48.00 Juniors xl flowered jacket (1z328129030056)item # .I called SEARS CUSTOMER SERVICE I was told they were out of the COMPRESSOR and picked it from a SEARS Store.I had her check & they have 2 Compressors at my local SEARS STORE in Leesburg Fl.I volunteered to take the item over to this store & exchange the wrong item for the compressor.I was told I would have to pay for the item AGAIN,not exchange it .I told them then I would like my money back & was told it would take 5 days to receive a refund.This is the end of my shopping at SEARS.

  105. This is the worst place for ordering online- They give you lines of crap, cant find orders, do not want to refund money or try to put on a gift card that no longer exist- tell you they refunded money, wont give tracking number, and stated they didnt know what happened to order, and then when you ask for the item they want you to pay for it again. This is the worst customer servive i have ever received. I am contacting better business bureau- Ridiculous- this is second time within 6 months with shoes!

  106. Sears began installation of replacement windows on the home of my 91 yr old mother in January. This is May and the job is not completed. We have encountered so many excuses/delays. We will not use Sears again in the future for any installations/repairs to home. We certainly can not recommend them.

  107. Regarding Sears Home Improvement Products. Poor customer service. We bought a new furnace from Sears and was installed Nov. 2012. Also purchase the extra 2 year master protection agreement a cost of $214.00. Sears clains on their contract the in is under warranty within one year of installation. Well I have called all departments on the problem we are having this includes the Sears Home Improvement Product line, then installer and all the personal localay at Sears. No one returned a call . I have left several messages and no one ever answers the phones. I want my refund back on the Master Proctection Sears has not honored the agreement.
    I finally contacted the Carrier Furnace Company and they
    are now going to contact Sears Home Improvement and their installer from South Mountain Air. The main problem is the conection between the new furnace and the air conditioner. The problem is the connnection between our air conditioner and the furnace. We never had the problems with our air conditioner and know there are noises in the wall and the breaker shuts off all the time????? Is it a fauty wiring or what. Very frustratinf when calls are not returened especally when we tried to reach service for over a week and several calls. We no longer will purchase from Sears. Also had a recall on our new washer. That was also a mess. Another story. That issue has been resolve.
    Very unhappy customer.

  108. I dropped off my lawn mower at the Auburn Mass service and repair center on May 2 to have a cable replaced. It will not be ready to be picked up until May 25. Three weeks.
    This is unacceptable and I’m extreamely angry and dissapointed with the service.
    I will tell everyone I know about the poor service and advise them to do business .

  109. I ordered a grill cover and used the SYW Max for shipping and it was supposed to be at my house within 5-7 days. I checked the website and it showed that my package was delivered, but there wasn’t any record of it at my residence (I live in a secured condo building). The tracking info was invalid and didn’t work on the UPS website, and UPS had no way to decode the number on the Sears site. When I called customer service, the only thing they could do is ask me to wait and see if it arrived later and they’d put a trace in (but I said if the UPS number was invalid how would this work?) – and it would take another 8-10 days to get a response from UPS. I asked to talk to a supervisor and was put on hold for 10 minutes and then was told it would be a longer wait as I was 3rd in line to talk to a supervisor. I asked for a call back, and was told they make now outgoing calls. So, pretty much am stuck waiting for something to happen or not happen and am going another two weeks without ability to keep my grill covered (and I live in Seattle – it RAINS here a lot). I used to work in Customer Service and never would have put a customer through so much hassle – shows how little Sears can offer to their customers to fix their own mistakes. I decided to go ahead and forego Sears for future purchases and closed my credit card with them. As others have said, it’s no wonder Sears is going down the tubes…

  110. I just moved to Round Rock, Texas last March….I went to Sears to purchase a Washer and TV. It was a new account, so I went to all the red tapes. Two months passed, I havent recieved my Sears card nor recieved a statement. I went backed to the store and made some inquiries. The salesman in the appliances dept. states “I will give you the costumer service number and you can call them. If I will do it for you, it will take me the whole evening on the phone with them”. Due to their “typo” mistakes, I was charge late fees and I am sure I was reported to the credit bureau. I called the Costumer service. The gentleman (JOSIAH)handled the problem very well. He informed me that Sears sent the new card and monthly statements to the wrong address that’s why I was not recieving any communication with Sears. What happened to the other means of communication…email address? There are so many incompetent employees!!!! However,he reassured me that since this was Sears’s error, my credit record will be cleared and I will not be charged of late fees! I hope so……better NOT be!

  111. Back in March I took my 4 year old niece to have her photos made for Spring/Easter. She had an absolute blast. I chose the CD with free 16×20 framed photo package. She wanted the photos to be a surprise to her parents (dad’s birthday was April 25th). The framed photo was to be her gift. On April 10 th I read the news article about the photo center going bankrupt and called sears to ask about the status of the order. I was told a third party would be filling the orders. I have called sears in decatur AL each week only to be told items are coming in -we will call when your’s does. Today I was told that the 16×20 photo would not be filled. Because it was free– no, it was not – it was part of the package. I am NOT happy with sears at all

  112. Believe me or not.I Called the sears for repair my garage door in 1st week of May and the service man visited on 6th May.By the time i kept ready door opener (Searsbrand)
    and asked him to fix it.Instantly he replied the unit brought from sears cannot be fixed and advised to buy new door costs me $1700/ I negative his advised then he asked me to change the springs that costs around $450/As i have no other option i said OP.I know he is not in mood to execute the job that day since he came alone any way after my call on 29th he came on 30th to fix it.He is very rough and unplished,dosent know how to talk with the customers.At one stage he said he will take out all his
    fittings if i donot pay his balance by visa/master.1)He
    removed the tube lights fittings before starting the job and not put them back,2)he has not hauled the primises before leaving.3)am supposed to get $25/ rebate(as per company add) but not.3)When i ordered first I paid on my AMEX card the service charge I really donot understand
    why again they billed me 2nd time to pay $129/ for the same job.How sears is patronize this kind of people in these hard days.I am loyal customer since 1980 almost i use sears brands.

    the last 33 years.

  113. I bought a kenmore heat pump in 2010. Within a year it broke twice. Sear’s patched it so it worked for a while. On May 2,2013 it stopped working once again. It took a week and a half for a technician to come to check it. At that time he said he needed to order a part. It has now been six weeks and the temp. Continues to climb. The local Sears store gave me a window unit. This was only after I refused to leave the store and they called the police. I could not return to my 85 degree house. I was unable to sleep and couldn’t stay hydrated. It has now been seven weeks and still no part. I will never buy another Sears product as they have NO customer service. Please tell eveyone you know not to buy from Sears, customers have the power to make a business successful and they can force them out of business!!

  114. We ordered several items on line. All junk. !st off the vacume bags we ordred were billed to us but we never recieved them. I called customer service and got some lady sounded indian and had no idea what i was tallking about. so instead of sennding the bags as i requested ,she issued a refund. then the supposedly stainless steel expensive knife set we got rusted within a week. Ive had better knives from the 99 cent store. I went out and bought Denni vacume bags for my sealer on my own and the vacume sealer didnt work. all n all terrible experience with sears. Also sears is an american company that outsources its phone calls to foreign land. way to help our economy sears

  115. I purchased a Samsung refrigerator on 4/24. The delivery team broke my porch light (reimbursed by Sears). The installation was far below expectations–perhaps the most important issue is the freezer door was not properly installed causing frost build up in the freezer. I looked on the web site for resolution to no avail. I called a representative and followed the instructions. To no avail. It wasn’t until the Blue Crew repair was the problem fixed. Would strongly suggest education for installation team(s) to insure customer satisfaction.

  116. I have had an extended warranty on my Kenmore sewing
    machine for 8 years. I finally used if for the first
    time in January when my machine was now working properly.
    Long story short it is now mid June and I still don’t
    have my machine back. I’ve made many calls to
    customer service, emailed and been on chat with customer
    service trying to get my machine or a replacement. No
    luck at this point. Does it really take 5 months to
    fix a sewing machine? Nobody in customer service seems
    to have any authority to handle complaints.

  117. Returned via ups label provided by you, Sears, last week and 3 days ago I sent email asking for return processing status, which has caused fees to my bank account in the amount of $60.00 due to an order being processe’d on 2 occassions for the same items. It is very importantant that you notify me of the financial status refund to SECU. If I need to touch b’ass with bank management I do believe fraud will become the buzz around your company. I expect feedback within the 1hour. Thank You, for your attention once again to this deleima once again, Deborah MARIE Turner

  118. I’ll NEVER buy my appliances from Sears again! I build a home every 3 years or so, and usually buy most or all of my appliances from them. In the past I had one service issue and they took care of it immediately, but now things have changed. I have been trying for about 6 weeks to get the correct burners in my Kitchenaide slide-in range. It was supposed to have been set up for propane at the Sears, but only 3 burners were converted as they rounded off the orifice on the main burner, and just left it set for natural gas. This is a potentially explosive safety condition that can also cause carbon monoxide poisoning, and is definitely ruining our cookware. So out comes Sears service subcontractor who says the range has no serial # so they can’t repair it because they don’t know who to charge! Three weeks later the Sears outlet supplies me with a serial # but now Sears won’t respond to my requests for service to change the burner orifice, or replace this range for a new one that has all burners functioning

  119. I I am having a terrible experience as a customer and would like a manager to contact me. I ordered a mattress and bed for my son for his birthday the last week in May, I received the mattress and then a week later I received a second package that I thought was the loft bed frame that I ordered. I waited a few days to open it until my Son was home, it was another mattress that was packaged in a duffel bag materiel. When I opened it it tore open. I called Sears and was told it needed to be investigated. Now I am at the end of June, still do not have the bed I paid for, and I am being told that I HAVE to get a refund, and pay for a box to ship the item that was sent to me in error.I want the bed, not a refund. I do not want to pay for a mistake I didn’t make. Please someone with customer service skills and in a position to send me the merchandise I ordered contact me.
    This is not my mistake, I want the bed sent, I paid for it and my son is sleeping on a mattress on the floor waiting for his bed.
    Sonya Chilicas

  120. my kenmore elite electric stove that i purchase from sears was a nightmare. the electrical panel to store ignited and started a fire in my home, almost burn my home down. good thing i had enough common sense to shut off the electrical power to my house. I was using the oven for baking at the time that this nightmare occurred. I am very upset because it could have being my kids alone at home or my grandma.

  121. This is getting to be ridiculous. I called on Sunday June 30 to report an issue with my lawn tractor that is covered under warranty, and waited 20 minutes for a “technical expert” to answer and was promptly disconnected. 20 minutes later (40 in total) I finally got to talk with a rep who scheduled me for a repair visit ten days later! I told her that this was unacceptable as the problem rendered my equipment inoperable, so she promised me that I would be contacted Monday or Tuesday by the scheduling department to move up my appointment. MNo such call happened, so I called today to check on it. I was told it would be another week for service, so I asked to speak to a supervisor because the representative (definitely not a SERVICE rep) would/could not do anything. I was placed on hold for 1.5 hours before I gave up an called back. The next rep would not put me in contact with a supervisor (at this point I was steamed), but did transfer me to the warranty department. The warranty rep told me that he could have sent me the parts in 3 business days if I was willing to install them myself, but at this point they won’t arrive until Wednesday (same day as my appointment). And I still was not put through to a supervisor.

    I will never buy another Sears product again as this is the 4th repair in under 2 years on this product, and the repair times have gone from 4 to 7 to 14 days. This is clearly a breach of contract that renders my expensive piece of equipment useless for extended periods of time, and I am sorry that I signed up for the repair contract at this point.

  122. I once thought of Sears as a reputable and customer oriented company, now it is just the same old crazy junk outfit like most around.
    I called customer service three months ago following a massive advertisement for house cleaning service.
    The team of two which showed up at my house to clean the carpets was a sad reenactment of older days: One (young) conceited man holding a memo pad and an older quiet worker. The latter did all the work while the other buzzed around like a blue-bottle around horses when he was not touting me for extra “services” to be added to my present request.
    To find some peace I agreed to one extra carpet spray, it was a disaster. It was done carelessly and in a hurry so that later, I had to spend an hour going through all the rooms scrubbing the walls which had been splashed with the kind of lacquer they use as a “protectant”.
    In addition, what followed was a barrage of telephone robo-calls, 3 to 5 per day, asking me to complete a survey. I did it once but it was so long that I hanged up before the end.
    After two weeks of this kind of harassment I called Sears C.S. and threatened with a formal complaint to the FTC.
    I spoke to a “supervisor” called AZIL, staff ID# 0824, and after being put on hold for 15 minutes, I was told that she “would try” to stop the calls.
    If these calls do not stop, I will “definitely” file a complaint for harassment. Sears has gone to the dogs as far as I am concerned.

  123. One of the worst experiences I’ve ever had with delivery and installation from Sears appliance dept.we purchased a washer they never showed up on delivery day nor called is this a reputable store? NO!! stay tuned for the rest of the story

  124. Bought Kenmore refridge’freezer with additional warrantee.Suffering thru a 90 degree 2 week long heat wave, neither refridge or freezer are working, called service 7/5, got appointment for 7/19. Now living without
    refridgerator/freezer and waiting for service. Hope they
    show up and can fix without further delay. Threw out at least 2 hudred dollars worth of food.

  125. A Sales Associate at my local Sears store ordered an item for me online. She ordered the wrong item and I returned it to the store. This was one month ago. It was from a third party seller – neither she or I or the manager Shieanne were aware of this. I have been trying to get a refund of $92.88 or at the least a store credit. I have exchanged emails with a robot for the past month. Form replies telling me to send it to Wayfair and pay shipping costs. I don’t have the item in my possession and did not make the error. I am getting very angry about this situation and I hope it can be resolved quickly. Sears has performed very poorly and I don’t care to ever step in a Sears store again. I have had 6 responses to my complaint which is a form letter telling me to return the item to Wayfair! I don’t possess it! Your local staff is very apologetic but cannot do anything. They aren’t even trained to understand you use 3rd party sellers. They made the error and Sears needs to resolve it.

  126. Sears is much worst than I realized. I thought I was the only one having major problems with service and/or replacement of “bad or lemon” products, but now I am reading your comments and going, “wow!”. I bought the Master Protection Plan which is joke,requiring at lease 4 visits and replacement of major parts within 12 months to be valid. That’s unreal and unreasonable! Seems like Sears don’t care anymore. I replaced old Sears kitchen appliances with all new Sear Elite Brand apppliances. The brand is no good and calls for service can be 2-3 weeks during any time of day!!!! I got rid of Sears washer and dryer to get new ones and much service from Lowes. I am done with Sears. When other people really learn about how terrible customer service is at Sear, perhaps we can celebrate the chain’s closer!!!!

  127. I’ve never had such a horrible experience with customer service before. The air conditioner we bought was delivered in damaged condition and it took speaking to three different customer service representatives (one was a supervisor) for over an hour to come to some resolution and refund/exchange plan. Then they didn’t actually refund the money to my credit card so it took another hour on the phone with two more CSRs (one being another supervisor) and after all of that AND the trouble of taking it to exchange it, I’m still paying MORE for the replacement unit than I did for the original! How is that fair? Sears thinks it is.

    I’ll never spend my money there again.

  128. I bought a vacumn cleaner from sears in tupelo miss store in april of 2013, that vacumn cleaner broke 3 months later. At the time of purchase I also bought a warrenty which I thought protected me. When trying to get that vacumn fixed or replaced, or just the part replaced has been a nightmare for me. I have been very patient but that part has been gone now for 1 month to the repair service which now tells me they cant find anything wrong with it. I have been buying my vacumns for 30 years from sears but will never purchase another item from them again. I can see now not only did I throw away money for a 300 vacumn but buying a warenty was also a waste of money. If I can get the part returned to me I have to find someone to fix it. I am very dissapointed with the service from sears and am sure this email will do no good but hope someone else that buys a product from sears does not think they will honor their word when something goes wrong with that product no matter how long they have had it and do not buy a warrenty

  129. For the past two months Sears has failed to repair my heating and cooling system. I have spoke to more than 10 different operators and i get different lies and excuses.
    Now Sears, is making their own appointments for September 20, 2013 if they can’t make it on that day they are pushing for the 24 at their own time. The excuse is they don’t have the proper technicians in the area of South CT to do the job. I wish I could be an important person in the social life, so they’ll do the job right away. I’ll never hire Sears for any of its products.

  130. I brought a lawn tractor from Sears here in Whiteville, Nc. This item was in need of service more than it was in use. after contacting sears, the store owner made me feel as if I was lying about your corporate office oking an exchange. the mower I exchanged for broke down the next day. Sears promised me I could change it for another model if I payed the difference. now a customer service rep (claiming to be a supervisor) tells me I have to get it serviced. She finally got a manager on (who wouldn’t let me speak) and he accused me of using this mower for commercial use. I told heim I cut my yard and my mothers, I can hardly walk and am a disabled veteran. I have been a loyal customer of yours for years but once I get this resolved or just get tired of being mistreated by sears, I will start shopping at another retailor. I am both shocked and disgusted by the treatment I have received and will advise anyone I know in need of a mower to drive past sears.

  131. I think everyone making comment should contact the BBB. I know I will be contacting them first thing Monday morning, plus I will be contacting news papers even if I have to take out personal ads in all of them. we shouldn’t be treated this way and I for one will not stand for it. If I have to spend more on bad press than I did on this mower, it will be worth it to me.

  132. tried to order bras this am on the line for over an hour finally after being cutoff several times I reached a human only to be told while I was waiting on the line other orders had come and now it was out of stock—- try back in a week. Are you kidding??????? Very discouraging trying to order and do business with Sears!

  133. I purchased a Kenmore Gas Grill with Smoker in February 2013. Finally used the Smoker in August, only to have it blow up. The entire grill was in flames, they can’t repair it & refuse to give me my money back, unbelivable, this is supossed to be customer solutions!!! What ever happened to customer service??

  134. Waited three weeks to get a 5 year old frig fixed. 2 months later it broke down again. They was supposed to be there between 8 and 5. Called them in the afternoon to find out more. They said they would be there at 3:30. Called them back about 5 because of no show. They said we would have to reschedule. Customer service reps don’t speak English very well . I will never buy another sears product. Sears may as well close there doors no because that is where their heading anyway.

  135. We purchased a refrigerator online to be delivered to our new home on sat. 9/28. We never heard from the company so we called and were told be someone who speaks awful english that the refrigerator was damaged during delivery and could not have another one until tues. 10/1. I explained that we had no refrigerator in the new house and all I was told was sorry. Well that doesn’t cut it! We went up to HH Gregg that night at 9:00 and purchased one from them that was delivered that sund. 9/29. What kind of company does what yours did. I have been told by others after this incident that this is very common for Sears. Shame on Sears and you have lost very good customers!

  136. Sears does not stand behind their products or what their employees say.
    We suffered a loss after a 4 year old water heater malfunctioned over a weekend and flooded our basement causing extensive damage. My home owners insurance will not cover any thing to do with the water heater.
    Sears came to repair the water heater but had to order a part and could not finish the repair for 9 days. We were advised by the Sears technician to hire a plumber. We asked if by doing this would it affect our warranty or agreement. We were told NO but guess what–Sears Customer Solutions says by hiring an out side plumber it cancels our warranty and agreement. They will not cover any cost and offered me a $50 gift card. I will go as public as I can until they not only replace my water heater but pay all costs associated with the water heater.

  137. Poor service from technician identified by ID #0914721. After showing up two hours late and at the time he was scheduled to get off from work. He asked about wiring on the stove. He said that the job was not cost affective for him and that I should contact another company to do the job. I was shocked with this person professionalism. He said that the regulator would have to be remove to get to the components that needed replacing and that he did not have the time to do it. I asked? Why did you come if you were not going to do the job? No response. He picked up his bag to leave. I told him that I would make a report to sears. I called Sears and determined that this tech had falsely made a statement that the reason he did not perform the service was because I had refused to pay. First of all, money was never discussed and secondly, why would it be,if he refused to do the work. MY wife was present during this encounter and was shocked to here what he had said to cover his own unprofessionalism. Sears,do not let these independent contractors ruin what business you have left. I was once one of your employees in the maintenance agreement department while a student at UGA. I want Sears to thrive.

    Your loyal customer,
    C. Williams

  138. Dear Sir or Madam,
    I am writing to congratulate you on a offering a very good performing product. Specifically, that is the in-window air conditioner model #253.70051.
    Sadly to say, its controls are not quite so very good, both on the unit and with the remote control. With the black faces and dimly marked control indications on both, it becomes very difficult, at best, to read and use them without having to use supplemental lighting (e.g., a flashlight) whether it is daytime or nighttime. See the attached pictures for amplifying views.

    Inertestingly enough, Lowe’s sells the same make (Frigidare, Electrolux Home Products, model#LRA067AT7) and function, but with a beige colored control and remote panels with black writing. That format is MUCH easier to see and operate in ANY light condition. Eventually, we ended up copying the faceplate color and tones from a Lowes a/c unit and then taping them to the face of the Sears unit and remote, as we did not want to go through the hassle of uninstalling, returning and repurchasing, only to reinstall the unit. Doesn’t anybody review customer usability or human factors quality control in your purchasing department ?

    I’ve been a satisfied customer of the Craftsman and Kenmore lines for many years, please do not allow your usability / quality standards to drop. This color/tone arrangement may be a small factor for some to consider, yet it is tantamount to the ease of customer usability and satisfaction.

  139. I would like to address the horrible experience that we’ve been through using your online shopping. It really is not clear that returns have to be done through a different company and to top it off the company we have to go through charges a restocking fee! I’ve learned my lesson to not go through sears.com for any purchases because obviously it is a hassle, there’s no convenience of just going down to the actual store to make returns/exchanges. Good luck to those who try to order and are unsure if they will end up keeping the item, it might end up too much of an ordeal.

  140. Wow where to begin, WORST experiance ever.. I purchased a $2300.00 refridgerator from sears in Colonie NY. Delivery was scheduled for Tuesday AM, they last minute changed it to 3:30 – 5:30pm.. OK so i leave work at 2:00 just to make sure i dont miss them, i wait until 5:05pm when my phone rings one time i answer and they hang up? # was delivery people, so i call right back and no answer 3-4-5 times. So next i call sears rep who speaks poor english to say the least they tell me that they attempted delivery and no one was home. I say “I have been home since 2:00 waiting and no one showed up, they did not leave a message. She said they gave a description of my house which was not my house but insisted that they were there?? I call my salesman back and he said “wow i thought we had just solved these problems with the delivery people, sears supposidly were at the warehouse with these people and had fixed there problems, not so much he also told me he googled my address and saw my house and it was not as they described, anyway i though out the old refridgerator at 2:00 that day so they could take it and not have to wait. So i have no refridgerator they said they would not deliver until the following tuesday!!! so i asked to pick it up myself, and what an ordeal for one, hidden in the back of some shady looking business area i pick up the refridgerator, how ever after getting home (1 hour each way) i find that it is not BLACK as ordered but Stainless WTF!!!! No one can help i have never had such issues with sears as we had bought all appliances from them 8 years before when we built the house and service was always good.. I WILL NEVER BUY FROM SEARS AGAIN

  141. On Sept.17, 2013 I had a prevention service call for my yearly check-up. he found 2 parts that needed fixed. On Sept. 23, 2013 the serviceman came to put in the 2 parts but He only had one part so he had to order the 2nd. part. On Sept. 30, 2013 a serviceman came to put in the new part. He found another problem that wasn’t working and was frozen up. He came on Oct. 3, 2013 to fix it. Not working! Today Oct. 10, 2013 between 1 and 5pm. another visit. He never showed up and I never received a phone call. Called customer service and was told they were running late and would set me up for another visit in a week. I was furious and told them I needed someone tomorrow Oct.11, 2013. They squeezed me in for tomorrow between 1&5 pm. That means I have another 4 hrs. to wait. I have been without a washing machine Since Sept. 17, 2013. I have always shopped at sears but this may be the last time. I am furious and will not recommend Sears to anyone.

  142. This is the worst experience I had with sears customer service, Four days ago they cleaned my carpet but it is the same and I am asking for refund from 5 days the customer service people are unable to reach the manger or the general manager. I had got so stressed out by the same answers that she will call you or he will call you , I might take this issue to the cunsumer court in Washington D.C..

  143. On November 2 2013 We went to the Westfield Sears in Tukwila, Washington. I needed a new pair of boots Wife needed some jeans and son needed shoes shirt and tie. We started in the shoe department. My son found a pair of shoes and I boots. Looking around for someone working in that department we found just one and she was working the cash register, with several people in line. She finally asked if we needed shoe from the back. She also ask three others what they wanted. This was after twenty minutes. When she returned she had wrong sizes for my son and wrong size for me. She went back and returned with the wrong size for son and said that was all that she had, and asked if a half size to small would be alright. We had been there for over thirty minutes. I thought that I could order my boots right there had do this before. This turned into a twenty minute ordeal. After her placing the online order and paying $98.54. I was told that the online service was not working at this time. So I asked for a refund of my payment was told that I could get a gift card. All this time more customers were looking for help with none to be found. I was told that I had to take this up with Sears.com to resolve this problem. We left the store without buying anything else. We I got home and called Sears.com they said it was a computer problem and I could wait three business days for a refund. I have been a Sears customer for over forty years. On Monday 11/4/2013 I was finally informed that the boots were ordered. It should not take forty-five minutes to get a pair of boots. The whole time all of this was going on the person running the department had no help and it was apparent that she was not well trained. I am not sure if I will ever go back.

  144. I have called your 18004MY-Home number twice today because of a problem I have. After spending time on hold and then a few minutes explaining my issue I got put hold and after about 15 seconds my call was disconnected. I am very disappoited and frustrated with Sears.

  145. On 1-1-14, I contacted Sears to order a new Water Heater. The person on the phone (Cathy in Austin) was incredibly helpful and I was optimistic about my order. Later that evening, I received a phone call from the plumber assigned to the installation. He immediately started by saying that he assumes my “old water heater” will be a different width than the “new water heater” and it will probably cost a few hundred dollars extra for the installation. I measured the current water heater and told him it was the same size. He continued to presume it would cost more, but I told to come out and take a look. He scheduled time for 1-2-14 to do the install.

    When the plumber arrived on 1-2-14 (from “At Last(?) Plumbing”), he was rude and used foul language with my wife. He confirmed that the water heater was the same size, but he then said it would take a “couple hundred dollars” to lift the old water heater out of the basement. My wife called me on the phone and when I spoke to the plumber, he was rude and repeated the need for more money. I told him I would come right home and help him lift it. He refused and said he needed to call “his guys” and it would cost a couple hundred dollars more. I told him to forget it and we would get someone else to do the install.

    I immediately called Sears and they said someone would come on Friday (1-3-14). Friday morning came and went with no word from anyone. I called on the status and was told they needed to schedule someone else to come out and they would call back with 24-48 hours. We called back on Friday evening for the status and were told the order was cancelled. We corrected that information and were told that someone would come on Saturday (1-4-14). Saturday morning we called Sears for a status and they had no information and could not get a hold of an installer to schedule the install. I told them to CANCEL the order for good this time and that I will never shop at Sears again.

    This total lack of customer service, rude and unethical plumbers, and a lack of information should not be tolerated by anyone. You should be ashamed of yourselves.

  146. i bought my sears craftsman riding lawnmower one year ago. I have used it about 10 times. It has broken on me 4 times for a 40% breakage rate. Really?? reliable?? 3 service calls. Customer service is horrible. 2-3 weeks for a service appointment. REALLY?? I could be dead by then. I asked to speak to a supervisor and I was hung up on after holding for 45 minutes. Is this how SEARS treats all of its customers????

  147. My husband and I ordered a mattress from Sears a few weeks ago and were given a delivery option of today. We agreed to the date, and I received a call from Sears delivery this morning with my delivery window being between 12-3pm. I told the person who called that I would be picking my children up from school at 2:45pm, but otherwise would be home all day. The person assured me that they would be here by 1-1:30pm at the latest. At 2:45pm exactly, I received a call from the driver, named Bryce. Bryce told me that he was 5 minutes away and that he would wait for me to get home (I told him I was 10 minutes away), and Bryce said he would wait. I got home exactly 10 minutes later and Bryce was not there. I called Bryce and he said that he couldn’t wait, even though he told me he would wait for me. I called Bryce’s manager who would not listen to my frustration. She transferred me to her manager who told me they would deliver the mattress in the morning and that they would call with yet another window of time to deliver the mattress. I would like to point out the obvious issue here. If your delivery person is not willing to wait 10 minutes, the amount of time it will take them to get back to my house tomorrow (since I live far away from delivery) and re-deliver the mattress, will most likely double or triple. So now Sears has upset me – the customer, and this has cost Sears more time and money to deliver yet again. NOT a smart move on Sears part. I will never shop at Sears ever again.

  148. I am tempted to cancel the purchase of my Samsung Refrigerator! It is almost midnight and am still waiting for delivery. I was told delivery was between 4:30 and 7:30pm. I left work early, lost 2 hrs of work, trying to make sure that I would not miss the delivery truck. I received a phone call at around 4pm and told they were running late! it’s almost midnight and I am no longer waiting for this delivery. I am going to search online for another fridge, if I find one online I will be calling first thing in the morning and canceling this ridiculous transaction. I will cancel my new credit card and never shop at Sears again.

  149. Customer service is HORRIBLE!!!!!! They don’t speak clear English and most of them have been extremely rude. I have had to place at least 8 calls in reference to a refund and 35 days later I am STILL waiting for that refund to post. Sears & Kmart have lost my business!

  150. Oh my goodness I just got off the phone with Sears Customer service THEY ARE HORRIBLE I HAVE HAD TO HAVE A TEC out here twice already on a fridge that is not even 2 years old they act like they don care at all, it’s sad it use to be a time when you knew you were payin extra for sears items but you would get good customer service ,but now why not go to hh gregg or walmart you can expect a little less customer service so I am on the whole with a lady named ANNA could not understand her to well but she hung up on me can you and I have been on hold for ten minutes to speak to a manager while I am typing this comment I am done with sears this is crazy!!!!!!!!!!!!!!!!!!!!!

  151. Just called few minutes ago to cancel a carpet cleaning order few minutes and the girl who answered me is rude after telling her I wanted to cancel an order she told me of some stuff that they can adjust but told her that I will just have to cancel it and boom she hang up on me…How rude is that?That shows someone needs to be taught how to do proper customer service….NOT GOOD,LOTS OF RUDE STAFF

  152. I am writing to express my complete displeasure and horrible customer service experience I have gone through over the past week with Sears.

    My refrigerator broke on Wednesday, January 22; on Thursday the 23rd my husband and I went to Sear in Robinson, PA to purchase a new refrigerator. We pick it out, paid the extra money to have it delivered on a Saturday, and left happy. I received a call on Friday stating our time frame for delivery would be between 4PM and 6PM, which was fine. On Saturday the delivery man (Ramon, who mumbles and is difficult to understand on the phone) said due to the weather he needs to change our delivery time from 6PM to 7PM. Around 7PM Ramon calls back and says he will be at our house in ten minutes. My husband and I then proceed to empty out our broken refrigerator place our food in a cooler (for what we thought would be about an hour) and place it out on our front porch to keep cold. Ramon calls back ten minutes later, he says he cannot make it to our house because the roads were bad due to the weather. I said I can see the main road from my house and cars are moving just fine in my area, however, Ramon insisted they turn around, and assured me someone would call me promptly to reschedule my new delivery time/date. Which they did, another woman, who was difficult to understand on the phone as I suspect English was not a first language telling me someone will call me on Sunday to reschedule for Monday. I expressed I needed the refrigerator on Monday, that all my food was outside what will now be for 2 days, and I need my refrigerator as soon as possible. Sunday comes and goes, and no one called to set up a time for Monday delivery.

    Monday I call the number on the receipt for Delivery Customer Service. Once again the non-English speaking man proceeds to tell me that because I COULD NOT TAKE DELIVERY of the appliance it was shipped back to the manufacturer. (Mind you I COULD take delivery I was home and waiting) I try to explain what happened on Saturday, he really didn’t care, and said the soonest he could have my appliance to me is on Thursday, January 30th. A WEEK from the day of purchase. When I asked to speak with a manager he put me on hold for 25 minutes, never came back. I hung up, put my coat on LEFT MY JOB, drove to the Sears where I purchased the appliance and spoke with a manager there face to face. He seemed very understanding and offered to refund the delivery changes, which I accepted. When I asked him to call and straighten out this delivery issue he came back and said “due to the very cold weather, Sears will not be delivering until Thursday”. Someone will call us on Wednesday to give us our deliver time frame for Thursday.

    Tuesday, our fresh fruits and vegetables have frozen sitting outside in the cooler for 4 days, our frozen meats that were in the freezer weren’t frozen any longer, is was cold enough to freeze the fresh food but not cold enough to freeze meat. I threw away what I would estimate to be $80 – $100 worth of food. Butter, jelly, eggs, fruits, vegetables, meats, the list goes on. But what can we do, my new refrigerator is either on its way back to the manufacturer OR Ramon is too cold to drive the delivery truck. Either way, I lose. I lose food, I lose hours away from work to go talk to someone from Sears, I lost my Saturday evening waiting for a delivery guy that never came, and I am losing my patience.

    Wednesday, this time an automated system calls to give me my time frame for delivery, … ready….? Thursday, 11:30AM to 1:30PM! Seriously?! Do you seriously think I don’t have a job!? This has consumed a whole week of my life and this automated system has the nerve to tell me I have to take more time from my JOB to sit around and wait ONCE AGAIN for this refrigerator!? SO again, I call the Deliver Customer Service number on my receipt hoping someone would set us up with a new delivery time after 5PM on Thursday. Nope, and again, the service repetitive who speaks broken English, who could not disclose where the call center she was working out of is located (because I was just curious if Sears is even using an American call center) said she could not contact anyone to change the time.

    Thursday. Delivery Day. I paid my sister-in-law $20 to drive to my house and sit and wait for the delivery guys to show up around lunch time. This whole experience has been an unpleasant one to say the least. I will never again purchase another item from Sears. Not that I think anyone from Sears really cares about the whole debacle I went through this last week, I had to write about this crazy experience in hopes of someone listening. Your customer service is horrible, the people who are representing your company and fielding phone calls and making appointments, are difficult to understand, and don’t really care about any concerns being expressed to them. In the heat of the moment its infuriating, but in hindsight it’s really just a shame. It is now 11:40AM, the delivery guy just called and said he will be at my house in ten minutes. I informed my sister-in-law. I’ll be really glad when this is all over.

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