SearsReviews 495

Our freezer wasn't working well, needed a $750 repair. Went to look for a new refrigerator instead and several local stores had 10 day to 3 week wait times for delivery. Found Sears.com had the unit we wanted and a "1-2 day delivery" time. Price was $100 higher than I would have paid at another store, but it was worth it to get quick delivery. I was able to buy the unit and schedule delivery for 2 days from purchase no problem. My email receipt confirmed delivery date and said I should expect a call the night before delivery with a timeframe. That call never came, so I looked at my purchase history on the Sears website and my delivery time had changed to 5 weeks from the current date. I called customer service and waited just over an hour to talk to someone named "Rachael" somewhere in Southeast Asia. She followed her script well and suggested I pick a different refrigerator that "might" come sooner than 5 weeks out. I told her what I thought of that and she then offered me a 10% discount or a refund. I asked for a refund and store credit for wasting my time and she could only offer me a refund in "7-10 days." Terrible experience, terrible business, will never buy anything from Sears.
In summary:
-The delivery I was promised was pushed back over 1 month without even the courtesy to notify me
-Prices are better at competitors
-Customer service is from Asia and STILL had an hour of hold time to get a human
-Offensively inadequate offer to "make it right"

Quite possibly the worst internet shopping on the internet! First, the confirmation emails have links that don't work. Next, the website won't recognize your order number. After many contact-us messages I finally got a tracking number. Only took 2 weeks to get my order, and it was the wrong item! Go to the website and try to initiate a return and the website keeps redirecting you back to your order status (maybe that's how to find your order status!). Then you end up calling, the electronic voice tells me it's a third party vendor and I have to go thru them, then it gives you a bad number (just won't work). Tried to talk to a person and was put on hold for over an hour, just to be hung up on. Did the on-line chat, got the same bad number and a promise I would hear from them within 72 hours. Then what, wait another 2 weeks? I WANT MY MONEY BACK! THEY STOLE MY MONEY!

We ordered a washer and dryer on 7/5 and we received an email saying they would deliver the items on 7/8 between 2pm & 4pm. They left a message around 1pm on 7/8 to say they could not deliver the items today and that we needed to call to reschedule. So my wife called and sat on hold for 1/2 hour and then had to hang up to go back to work. I called and was on hold for one hour when they hung up on me. I got on a live chat which the person started to help me and realized that the delivery team needed to be a part of the chat. I waited for 10 minutes with no response. This is the worse experience I have ever had and again I'm sitting on hold trying to reschedule for over ten minutes so far.

Fridge broke on 23 May, repairman came a week later to see what the issue was, he then ordered the parts needed to fix the fridge but told me he would not be available until Jun 11. On Jun 11, I took the day off to wait for the repairman to arrive, he never showed up didn't call or email saying he overbooked himself instead he rescheduled me for Jun 21. He arrives on Jun 21 to say he ordered the wrong compressor model by now its 31 days without a working fridge. The new date the repairman would be coming back to fix the fridge was Jul 2. So I'm very disgruntled, angry, pissed off at the customer service Sears and their third party repair service (A & E Factory services) has provided me. This is beyond unacceptable professionalism for a conglomerate company. Never again will I purchase appliances with a warranty from Sears due to the poor management of emergency tickets and poor customer service. In addition you can only claim $300 worth of food that has gone bad due to a broken fridge and the protection plan does not assist with helping you replace a fridge due to the incompetence of the company that assigns the repairman to go out to service your appliance. I hope no one else has to go through what I went through to finally get a working fridge.

I went to Sears.com to buy a set of tools and a few other things. I should've known not to order from them, I just had a bad feeling. The toolset I ordered apparently came from some dumb company from who knows where called "bestselling". I waited THREE weeks and nothing ever came, I called Sears and they had no clue why I was calling them because on their website, my delivery had gone to somewhere in ILLINOIS!, according to them, it was left on my porch but I live in California! The lady I spoke to barely spoke any English and was twisting everything I said around like she didn't hear me. I was livid! Then I start getting theses emails from Bestselling saying the merchandise was out of stock but never even bothered to tell me! I'm guessing the person who was writing them couldn't speak English either because the writing was awful! I will never deal with Sears again! This was terrible service.

I am still dealing with the lawn furniture that arrived broken and defective for the set I ordered on May 21st for $967.88 One of the metal lawn chairs actually came broken in multiple places and one came with bent legs and uneven.
The manufacturer (Ningbo Sunmate) and Sears blamed it on each other and I am stuck with the product I cannot use.
Sears customer service said I need to deal with the manufacturer and Ningbo Sunmate said Sears is responsible for breaking the chair during delivery. In addition they asked me to fix the defective chair! HUH!
I wrote an email to Sears corporate international customer service center and they said they cannot find my order and asked me to contact the same customer service I've been having issues with (the order number was written on the subject line BTW).
The quality of the product and service is totally unacceptable by any standards. How is this legal? I will also be contacting the Better Business Bureau and other review sites.
Sears! Please get your act together. What happened to the old Sears we used to know?

Bought a lawn mower with a service warranty. Warranty does nothing because the service techs still can't fix it after 6 attempts. After receiving notices to mow my yard at a cost of $175, Sears will only give me $50. This issues has been going on for 6 weeks and still no resolution. Not a loaner, refund, new mower, just countless hours on the phone. I WOULD STAY AWAY FROM THIS STORE AND SERVICE AGREEMENTS = OUT OF BUSINESS FOR A REASON!

I have had problems since day one with the display on my microwave. Three technicians have witnessed and agreed there is an issue. Unfortunately the technician who the "in person" technicians has to call and get direction & advise from refuses to accept the option of THREE on-site technicians.
If you can believe it, I have had SEVEN appointments totaling 28 hours (4hr blocks) and three parts replaced; valued higher than the purchase price of the microwave and SEARS still refuses to replace the microwave which is UNDER WARRANTY.
This past week I was scheduled for my EIGHTH appointment and unbelievably, the technician neither called or showed for the appointment. Here it is three days later and STILL no one has called to explain or apologize.
The only saving grace, is I didn't purchase an extended warranty or it would be a longer miserable relationship.
THE LAST DOLLAR SEARS GOT FROM ME WILL BE THE LAST DOLLAR SEARS EVER GETS FROM ME.

I purchased a washer from Sears in Grandville, MI on 4/13/19. On 4/20/19, after paying extra for a Saturday delivery, two men came to my home 4/20/19 to deliver the washer. As they were leaving, I asked, "Did you level it?" because I could touch it and it wobbled. I do live in a older home and realize that the basement floor isn't level. He unscrewed the legs and said "All set.", set the washer to go thru a cycle and left. During the spin cycle, it made a horrible squealing noise. I called and reported this and the fact that they broke the cold waler shut-off valve. He apparently pocketed the handle and didn't say anything. Even though I told Bob I didn't want the same 2 people, a week later 4/27/19 came out to "level" my washer. They came in... without a level... put the washer on drain/spin, made some excuse about why he didn't tell me he broke the handle, and left because "they were only allowed 12 minutes for a level job" and they couldn't be bothered to wait to see if the washer spun properly. I called my salesman on Friday, 4/26/19 and she said she talked to Rick, store mgr and he would call me. I'm still waiting for a call back from the store (on 4/29/19). I was so happy with my Kenmoor washer for 20+ years and thought that I would stay with Sears BUT I'M SORRY I DID. They've been horrible to work with and lack a good work ethic or sense of responsibility.

I bought a Power Tower from Sears online. Found out later it was from a third-party seller. A month from purchase I still had not received product or tracking number to let me know where my product was. After chatting with a Sears customer service agent online they assured me they would refund my money and cancel the order. Two weeks later the product shows up out at my house. So I figured I'd make the best of it and put it together. Not only is this thing trash and not worthy of an adult using but it's missing nuts and bolts to be able to put it together. I called Sears to return it to the nearest Sears and get my money back and they refused. They tell me I must deal with the third party seller which is not in this country and that I would have to disassemble the product, box it back up, and send it out in which case I'll probably wait another month and a half to get my refund. This is why Sears is losing to Amazon. This is on top of not honoring the warranty that I bought for my grill from Sears. Stating they have no record of it. I'm done with them.

I bought a washer and dryer from Sears online. It was delivered today. The dryer makes a vibrating noise from the instrument panel when plugged in. It is not on. Just plugged in. Unplug it and it stops, plug it back in and it vibrates, unplug and it stops. I tried online chat and got nowhere. He told me to look in the book to see if it would be covered under the warranty. This dryer was just delivered and never used. I called customer service. I was on the phone for over an hour (one hour 8 minutes). I was transferred, put on hold, transferred, put on hold, transferred, disconnected. Called back and a repeat of the of the last sentence. Called back. No one will come to check out this dryer for 10 days. This whole purchase has been a nightmare from beginning to end. I have always swore by Kenmore. Will never make another purchase from Sears.

Do not order online! I ordered a product due to be at my home by the 21st. U guys took the money out of my account and sent me a "your item has shipped" email. It didn't ship, I don't have the product, the 3rd party seller is dishonest and you won't give me a refund! I have called numerous times and nobody will do anything. Just cancel my order and give me a refund. This is why I shop with amazon, I won't ever order from u guys again.

We ordered mattress over three weeks ago. Got a confirmation of delivery. Next day received a text confirming delivery. Twenty minutes later, a text stating that delivery was rescheduled three weeks from now! Called customer service. Was transferred all over the place, four times (two hours on the phone). Could not understand a word they were saying. The accents/language pronunciations are unbelievable. I requested to be transferred to an office in US. They said it was not possible. Sears.com is quick to charge you for the merchandise, but don't care to deliver it. No wonder it's going out of business. Stay away from Sears.com
I still don't have a mattress, or my money! The costumer service is the absolute worse. Can't get through to anyone who can help. Disappointed is an understatement!

We bought a washer and dryer set 6 years ago. 6 months after we bought it the dryer stopped working. They came out and fixed it. 1 year later the same thing. This has been going on every year for 6 years. They've replaced the motor, belts, some bracket and who knows what else. This last time we have had the repairman come out 5 times and can't figure out whats wrong with it. It makes a horrible noise and the clothes get real hot. They only have 1 repairman to send out. The problem still isn't fixed and now he won't return phone calls.
It's such ashame they don't care anymore after being around so long.
We get a run around when we call Sears customer service, they won't help us.