SearsReviews 495

It's been a month since my delivery date and I still don't have the washer and dryer set I ordered and don't know when they're coming! Customer service doesn't care and no one will help me figure this out, or even apologize for the delay. They promised me delivery three separate times and gave me three different guaranteed delivery dates, but I'm still going to a laundromat... And currently I don't even have a delivery date!
And this is only one horror story of my orders...

On October 10th, 2018 I ordered a refrigerator online from Sears. My credit card was promptly charged. Delivery of the item was to be 12 November 2018. My current refrigerator was about to die and did on Friday 10 November 2018. The previous week Sears sent me emails building me up for the delivery of my refrigerator, telling me there were X many days left and how I can track the package. I arranged to have the time (unpaid) off from work so that I could be home for this delivery. I received a phone call at 9 am on 12 November from a Sue telling me that the refrigerator was not in the shipment and the next available delivery date is 31 December 2018. A month and a half away. I politely explained that this is unacceptable, I am without a fridge. She explains that she is only in the receiving dept and cannot help, she gives me another number to call who can assist. I call that number and explain the whole situation again. This person cancels the delivery and tells me I can receive a refund in 7-10 business days! 7-10 business days. I am still without a fridge, I lost a days wages and I have children to feed. Oh but I can wait until 31 December to get one, and I cannot purchase another one until my refund comes. They would not expedite my refund. They knew this was happening, if this was shipping from China there would have been an alert showing it was not on the boat or whatever means of transportation. They waited until the day of delivery to call me! I am livid at their lack of communication, and their lack of action to try and make this right, other than me waiting another 45 days for delivery. I Will NEVER have a kind word to say about this company. It's not a wonder now why they are going out of business.
Shame on you. You should reimburse me for my lost wages. Perhaps you can tell my children why we will be eating a lot of rice this month.

My wife skimped and saved for over a year for a dishwasher. We purchased this Kenmore dishwasher (see photo attached) from your Sears store last November. When we first got it, she loved it. Not a day went by for weeks that she didn't say something about how much she loved this dishwasher.

Sadly, this wonderful dream has turned into a nightmare.

A few weeks ago it just stopped working. It just quit. We called the service line and scheduled a repair person to come out. That repair person showed up and diagnosed the problem as "the motor." Dimitri informed us that day that he would have to order the part. While this was disheartening, we understood. Suddenly however he announced he was going to go and get the part and come back. He returned a little over an hour later with a part in his hand. However, it did not look like a motor to me. It looked like a computer board. He brought it in and hooked it up and noted to me that the part was defective. He said that he would have to order a "new one" and then come back once we received the part.

The part came about a week later, and just yesterday another tech showed up named Chris. Chris took one look at the computer board and told me that it was the wrong computer board and did not fit our unit. He some further diagnosis and noted that it was not the computer board but the motor that was the problem. He said that he would have to order the motor and another part of two and that we would have to wait until November 14. This was the soonest that a tech could be scheduled to come back.

I called yesterday to double check on the status and was informed that I would need to wait 24-48 hours to check on the status because it was "not in our system yet." Then I called today and was told that 2 out of the 3 parts are on back order and no once seems to know when the parts are coming.

So, originally, I thought that our new dishwasher was going to be fixed fairly quickly. Then, partly due to the incompetence of the first technician, the wrong part was ordered. Then I'm told after going two weeks with no working dishwasher, that I'll have to wait another two weeks. Then I'm told the parts on on back order and who knows how long we'll have to wait.

I am NOT IMPRESSED with this "customer service". Every time I call I end up on the phone with someone that does not seem to care at all about the inconvenience that I am being put through. All they do is tell me what I already know... that the parts are on back order and there's nothing anyone can do about that.

In the meantime, my warranty is running out, and by the time I get my parts and get this fixed, it will be out of warranty. In addition, my wife and family and I will be without a working dishwasher for a month or maybe more, who knows?

I ordered a product from sears.com on Sept 18 2018. The product I was sent is not what I ordered and not even the same brand. Sears said to return it to the third party seller. The product did not come in a box nor was I provided a free return label. I have spent hours on the phone, on the online chat, and with emails(to which you cannot respond). I was told I have to return the product to get my money back or I could keep it with a 15% discount. Really? It's not what I ordered and I should keep it or return it at my expense?! I was told that they would waive the restock fee!
This is ridiculous I just want my 47.99 back or the product which I ordered. I requested several time to speak with a supervisor and it seems they are never available and they have never called back as they said they would. I was told my case was escalated and I would receive a refund within 72 hours by two representatives- that didn't happen. I have also sent emails to sears international and was told they couldn't help. Do not order anything from sears.com!

Sears today is nothing like the company I dealt with when I was married 37 years ago. Satisfaction is NOT guaranteed. My 3 year old fridge blew up 2 months after the extended warranty expired. I had hoped for some help with the purchase of a new one; after all 3 years is pretty poor. Speaking to the offshore "customer service" reps was painful. No response from the corporate office in Illinois. I will never buy from SEARS again!

I ordered a new washer motor on line. They took the money from our account and then sent an email saying they were out of stock and on back order. I called and asked for a refund along with a cancellation of the order. Four days later they sent me an email stating the motor was shipped. Now we have two of them. The one we didn't want is twice the price of the one we got from another company. I would never deal with Sears again for anything.

When i need apart for my craftsman mower they never have it. In the store they don't have anything but belts filters and blades. It take more than three thing to keep a mower running. If you go to their Web site everything for the mower is sold by another company this has been going on for a few years.If i knew what i know today they would still have this piece of______. Don't buy a craftsman mower from sears you will be sorry later when you need a part other than belt filters and blades. Sears can go to_____.

Sears (Represented by Mark?) did not stand behind the water softener I purchased online from them, refused to refund for the "Free Shipping" on the $399.00 or more purchase. Refused to pay for the plumbers softener replacement and service call fees to discover the factory defect. Sent a Smaller Replacement tank and then closed the "Customer Service" email stream saying "You have exceeded the Customer Service Space Allotment" leaving no recourse at all.

I have purchased name brand appliances from Sears for over 50 years and now will never buy from them again! Proof, I just purchased a water heater from Lowe's.

I purchased a wall mounted fan from the Sears "Marketplace". I purchased it for a room that was being renovated, so I didn't install it right away. About a week after it was installed, my grandchildren were staying the weekend and slept in the room with the newly installed fan. About 3 am the fan broke, literally came apart inside the cage. The noise was so loud that my grandchildren thought there was gunfire and were terrified laying there in the dark. I immediately contacted Sears and the person I spoke to told me I had to call the manufacturer. He gave me a phone number that didn't work, so I called Sears back. They tried calling the number and found that it wasn't a working number. I was told they would get back to me in 72 hours. They didn't. I called again and was again told that they would get back to me in 72 hours. This time I got an e-mail stating that since I didn't return the fan in 30 days, there was nothing they could do. I repeat, the fan worked for about 5 hours and Sears refuses to warranty it. I chatted with them and all they could say was I should have returned it in 30 days and that there was nothing they could do. Sears used to take care of their customers. This is no longer true. Now I understand why so many of their stores are going out of business. DON"T BUY FROM SEARS! They won't take care of you if something goes wrong.!

Website says I can pay for purchase on Sears Credit and offers a tab for applying. So I applied and was approved for $3,000. But the credit department said I had to wait for actual credit card to be mailed to me in 2 weeks before I could use! By the time I get the card I will miss the on-sale price and no interest incentive that expire in a few days. Website should disclose the fact that you have to wait for plastic card before making purchases. I need my purchase now along with the discounts. If I would have known I would not have dinged my credit with an Inquiry. Website is misleading and this is not right!

I had my home's siding and all the windows replaced by Sears. I bought from them because of the lifetime warranty. It was so much more expensive then local contractors, but like I said, I bought it from Sears for the warranty... anyhoo I tried to make a claim, storm broke a couple of windows, and tore off and broke some siding. I called to have them come take care of it, and first they wanted 100 to start the claim. Um why?. Then they told me I would have to pay an unknown person to drive from the bottom of NY, I live at the top, mileage and they pay him/her whatever they charge for labor to fix my windows. And while they are they, that person will take pictures of proof about the siding. Long awful story short, they wanted me to pay tons more unspecified money to someone else to fix my windows and they weren't going to fix my siding either. The lady on the phone told me it was best to just call my home insurance and have them do it... I was soooo upset. Why on earth would I pay so much for Sears to do my siding and windows. When they wouldn't even come take care of their own warranty... I lost thousands of dollars paying Sears to do my work... oh also had to pay someone else to clean up all the glass they left broken on the side of my house all covered up with crap. So folks, use your local contractor or handyman. Even if they don't offer a warranty. It is cheaper... so much cheaper... no wonder Sears is going out of business

These representatives do not care about customers. They're just there to make a paycheck. "SAD". It took me over 6 days to finally get an appointment to have my dryer repair for the same thing that they fix less than 180 days ago. Buy the way when I purchased the warranty I was told it was going to cost me $199.80 and I ended up paying $599.80. Not only do Sears have poor customer service but they robbed you out of you money. Corporations! Bleed you to death. Monopoly because they have most of the market in appliances. I am glad I am not the only one complaining. Sears really you have a problem. Poor customer satisfaction due to lack of employees interest in their job. SAD very SAD.

I purchased a GE microwave online to pickup at a store in Cumberland Mall. I went to pickup the microwave at the store and was told they did not have any in stock. The online version was showing a total of 9 available units for sale. The sales person at the store agreed but stated it was an error they have been having. The sales person at the store kept attempting to sale me a different model. I told them I did not want a different model, I wanted a refund. It took them 3 days to cancel the order and now they are saying it will be another 7 business days before I receive a refund. Sears sold me a product they didn't have and then held my money for 2 weeks. FRAUD!

A two day job took 5 months and the shower doors still do not fit, water gets on the floor. Six Sub-Contractors could not get the doors to fit properly. Demolition put holes and cracks in the walls, Sub-Contractor increased the height of the shower to cover cracks and holes. After escalation of shower the doors did not fit and Sears would not order ones to fit. They said there was a structural problem. There was no structural problem before they started. The Complaint Specialist lied stating they could not contact me. I am a 70 year old handicapped woman who was without a shower for fourteen and one half days, I could not step over the tub in the other bathroom. I certainly would have answered the phone if I was home. They thought I should be available for them to try to compensate for their incompetency. He said I used my job as a excuse for not being available. I travel for my job and I was certainly not going to lose my job because they could not do theirs.We lost pay trying to accommodate them. The agencies which are suppose to protect consumers read what you say, read what the company says and tell you to take them to court but you probably won; I read a lot of reviews on Sears and It seems Sears contractors do not order the right size a lot. It seems the contractor should have known if the height of the shower was adjusted, the doors would no longer fit. The reviews also state they rarely complete a job on time. Unless you want incompetent sub-contractors who don't bring drop cloths or booties, will install defective panels which they, break pipes, lose the towel bar, soil your carpet, scratch your counter and give lousy customer service don't hire Sear Home Improvement Products. I am certainly sorry I did.