Sears Customer Service

Sears is doing everything they can to lose customers.
I recently called for warranty work on a Kenmore water heater. They did everything they could to not honor their own warranty, their outsourced offshore customer service reps were useless and I had to spend hours on the phone to process a simple warranty repair. Having model #, serial #, date of purchase information, etc did not help them much in confirming my information or that my water heater was still under their own manufacturer warranty.
This is not the same Sears from the past nor is their product or service quality the same. I recognize they need to make a profit but what I see is a soulless retailer that has outsourced everything they can and that pays zero attention to the word ‘quality’ or ‘care’. This is why Amazon keeps growing every day.

I purchased a treadmill last week on
for it to be picked up at a store, two hours later I received a text message that it was ready for pick up. When I get to the store they had none available and it was on back other until June. The store clerk talked me into getting a more expensive treadmill because it would be available sooner. To make the purchase of the new treadmill a refund was issued to a gift card and I paid the difference with the same credit card (this was advised by the store clerk). Three days later I received an email that this treadmill is also on back order. At this point I wanted a full refund back on my credit card, so I called customer service and explained my situation and the rep advised me that a refund cannot be processed back into my credit card, only back to the gift card. I told her I did not want that and she went ahead and processed it anyways. She elevated the case to a case manager and I explained to her that I did not ask her for a refund if it was not going back to my credit card because I needed a better solution. The case manager told me she could not do anything about it and even though it was a mistake you cannot back track the refund system. So basically she was telling me I was stuck with the Sears gift cards and that I am obligated to make a purchase with Sears now. This is so wrong in many levels. I will never purchase anything at Sears ever again and will advise friends and families to do the same. Horrible customer service and no accountability what so ever. Sears Facebook is full of complaints. This is the reason why this organization has done so poorly!

I attempted to purchase a washer drier bundle from
. Fail! While the website said «bundle», after I had placed the order, input my credit card and everything, the confirmation emails said it was only a drier. Fortunately I realized this prior to delivery and was able to at least cancel the order. But I was left high and dry (more like dirty!) while I had to go elsewhere for a washer and drier.
Meanwhile, my refund was confirmed via email. And it said to expect 3 – 5 business days. Weeks later my credit card bill arrived with the full sears outlet charge on it. I phoned their toll free number and was given the run around again, but told to expect a call same day.
Days later, no call. I checked my CC bill, and it turns out that this store in IL was the one to bill me, and not refund me. Lame. Luckily my CC company is great and is reversing the charge.
Anyway. Don’t shop at Sears. Terrible customer relations.

Terrible customer service. Wait for weeks for someone to come out. Then you wait a few more weeks for parts to come in so they can come back and fix the problem.

I bought a washer/​dryer scheduled for Thursday, 12÷30÷15 delivery. Told the salesperson I needed them to be stackable, but he forgot to add a «stacking kit» to my order. Attempted to add the stacking kit to my order. Called customer service. I had to call THREE TIMES — once they just hung up on me after I had spent about 15 minutes explaining my issue. Spent 90 MINUTES on the calls. When the delivery men finally got to my home (they called FOUR TIMES to get directions to my house, said they weren’t familiar with my neighborhood, and said they didn’t know which way north was), of course there was no stacking kit. The delivery men insisted I had to take delivery of the washer and dryer (or else they would not get paid, and/​or they would not be able to redeliver them in a timely manner) and could NOT remove my old ones, so the washer/​dryer are stuck in the middle of my hallway. Not connected. I asked the delivery service rep, who I talked to «live» on the delivery man’s cell phone, for Sunday delivery of the stacking kit and hookup of the appliances. She said, «What time?» I said I didn’t care as long as it was all done Sunday, 1÷3÷16. She assured me this would happen.
Friday, 1÷1÷16, I got a call asking me to confirm Saturday delivery. SATURDAY??? The only 2 response choices the automated message gave me did NOT include that I wanted to change the delivery date. I then tried to call the Woodfield store directly (they were open), but was transferred somewhere where it rang about 10 times and then they disconnected/​hung up on me.
Saturday, ½/​16, at 7:03 a.m. (REALLY??? WAKE ME UP??? For a delivery I didn’t want???) a person from the delivery service asked if I wanted my appliances delivered that day. I told him I ALREADY HAD the appliances, ONCE AGAIN DID NOT WANT SATURDAY DELIVERY but wanted Sunday delivery. He said he couldn’t do that, and said somebody would get back to me. I tried to get back to sleep. It didn’t work.
Sunday, 1÷3÷16, at about 9:05 a.m. I called the delivery number and talked to Nick first. I figured they had the WHOLE day ahead of them and certainly would be able to get my washer and dryer hooked up, since I had to go back to work Monday. Nick told me the next available delivery date was Thursday, 1÷7÷16. I told him that was unacceptable since 1) Sears had made so many mistakes and needed to fix this immediately, 2) I have a little thing called a job and can’t be home to accept delivery during the week, and 3) I was already tired of tripping over the washer and dryer in my hallway. Nick said Thursday was the best he could do. I asked to talk to a supervisor and got Joseph, who was extremely condescending and unhelpful. Repeatedly. He said he could get things fixed on Monday, ¼/​16, but I told him about the little thing I call a job and said I could be home by 6:00 p.m. to take delivery. He said that was not happening. Then he told me the next possible delivery date was Wednesday. Perhaps he didn’t understand, after repeated times of telling him, that I work and can’t be home during the day. He asked me (in his condescending tone) how I thought I could have a Sunday delivery when the warehouse is closed on Sundays and Sears doesn’t deliver on Sundays. I told him AGAIN that Meegan promised me a Sunday delivery. I asked how I was supposed to know that SEARS WAREHOUSE ISN’T OPEN ON SUNDAYS AND SEARS DOESN’T DELIVER ON SUNDAYS. He had no answer for that. We went around and around, him offering Wednesday or Thursday delivery again and again. He offered me 100,000 Shop Your Way Points for my trouble, which he said equaled a $ 100 value. I said that was meaningless to me since I WILL NEVER EVER SHOP AT SEARS AGAIN. He became quiet and waited for me to speak several times. I was never abusive, although I certainly wanted to be. I told him I was done arguing with him, and that I expected his supervisor to call me the next day (Monday, ¼) with an acceptable solution to this issue. He said that would be fine, but it would just be him calling because he was the highest level employee to deal with this issue. I said everyone has a boss, and I want yours to call me, but he again told me it would just be him calling me. I had to tell him that I was going to hang up several times before I just did it. He would NOT give up. He called me about 2 hours later to schedule delivery — for NEXT SATURDAY. I was so beaten down by this time that I said ok, but that I was going to escalate the issue on Monday, ¼.
One of the delivery teams (there have been 4!!!) sent to my house managed to unhook the hose from my water softener to the drain, so when it regenerated it flooded my laundry room, powder room, and kitchen floors. Plus damaged the drywall. From then on, the water softener leaked water constantly as well, so I had to trudge through a wet laundry room for 2 weeks until Sears FINALLY sent a plumber to fix this issue.
The next issue was despite there being many teams out, my appliances STILL were not hook

We are very disappointed with Sears due to our recent poor customer service. We’ve had a long positive history with Sears as customers and we regret to say that we will NOT continue to shop at Sears in the future, nor will we recommend Sears and I would go as far as to say that I will tell my friends and family and social media circle not to shop at Sears.
We purchased a front-​loaded washer and gas dryer on October 26, 2015 at the Sears in Dedham, MA. Before they were delivered we had been without a functioning washer for about a week while we shopped for the best fit for our family. We always trusted Sears and Sears brand products (Kenmore), so we felt comfortable choosing Sears over the Best Buy, Home Depot, and Lowe’s down the road. We had to hire a plumber to come and disconnect the gas line and water from our old machines as it was explained from the Sears’ employee, the delivery team would not and could not provide that service. It was recommended that we hire a professional to handle this safely and effectively.
The new units (washer & dryer) and were delivered on October 30, 2015 Friday. We were excited to use them but we had to have our plumber come back to hook up the gas line to the new dryer and the water to the washing machine. The total charge for the plumber to disconnect and then return to connect was $ 250.00 for these services. Once he completed the work, to our surprise, we found that the washer was inoperable. The dryer worked fine but the washing machine would not work at all and we called Sears customer service. We had a difficult time communicating with the Sears phone representative and trouble shooting our washing machine issue, she was difficult to understand and was rushing through the process and was quick to offer us services we were not calling about or interested in at the time. Now we had a brand new washing machine that would not work and we could not wash our laundry! The customer service rep on the phone finally put in a technician service call for the following day Saturday.
The Sears service technician came out on Saturday October 31, 2015 and found that the new washing machine had a door latch that was defective and it needed to be replaced. Unfortunately he did not have the part available and needed to come back and set up a date with us where we had to take another day off from work to be available for this inconvenience. That’s two lost workdays! We had to be home for first, was the delivery of the machine and then now the return visit from the technician.
It has now been over a week without an operable washing machine and our new machine is useless. The Sears service tech came back on Tuesday November 3, 2015 arriving with the door latch part. He replaced the part and the machine would not work! This is so disappointing! What a series of unfortunate events! Poor ratings for quality and reliability when the new machine won’t even function! He found the circuit board to be faulty and in need of repair but after two MAJOR factors in need of repair on a NEW machine his recommendation was for a new unit rather than waiting for another new part, he was apologetic but equally as frustrated with the poor quality! This was shocking and utterly frustrating, but unfortunately it gets worse.
Now we had to contact Sears customer service/​support to set-​up another appointment for them to take away the defective washer and deliver another NEW washer. At this point, we were losing patience and disappointed in Sears poor reliability — you’re losing our trust. We called Sears customer service Tuesday November 3, 2015 and reached a representative, unfortunately they were not helpful and had to transfer us. The next person couldn’t help us either and we were transferred again. We were transferred to customer support and they finally transferred us for a fourth time to the install/​delivery. This process took over 15 minutes of phone wait time and then the Sears operator/​employee was extremely difficult to understand and was rushing the process without being thorough and double checking her work regarding the removal of the inoperable washer and delivery of the new washer. This conversation was such a bad experience, the frustration level was becoming extreme as she rushed us off the line setting up a take-​away/​delivery for Saturday November 7, 2015. After calming down and talking about the difficult situation, My wife and I talked about our next contact point and felt we should call Sears back because of how poorly we were treated and no one mentioned reimbursing us for having to have our plumber come back out to disconnect and reset gas/​water lines two more times.
I called Sears again on Tuesday November 3, 2015 looking for customer service to help… at this point it is going on 3 months and we are dealing with a damage claim to our home with still no resolution. Such a disappointment.

Horrible customer service! We ordered a part for a refrigerator that we purchased from Sears in Gurnee, IL. They sent us a part– which was wrong– (the address on the box was to a woman in Dawson, MI) — and when we called Sears Parts and Service we were connected to a call center in Tempe, AZ. Brianna who stated she was a case manager for the call center told us WE had to take the incorrect part to a UPS location, ship it back, and then would get the correct part and a credit. What!!! WE have to do what!!! Why can’t Sears send the correct part and arrange for the other one to be picked up? Why should we be inconvenienced for THEIR mistake? Also, we could hear another call center employee identified only as Daniel literally screaming at a customer at the top of his lungs! We are going to go to the Sears store tomorrow. This is absurd! We purchased a refrigerator, dishwasher, and microwave– and this is how you are treated. Next time we will go to any number of competitors in the area for the appliances we need– (Home Depot, ABT, Lowe’s, Grand Appliance, the list goes on and on…)

sears customer service for the outlets is horrible.
we ordered a fridge online. we never got a confirmation. the story starts with my husband getting a credit card threw sears online as sears states on there site that you can use this card immediately after you have been approved for the order you are trying to place. well that is not the story. you cannot use the card you have to wait the 7 – 10 days before you can physically use the card cause you need the number off the back. nice to know NOW!
So we waited, lost the fridge we were looking at originally at. so the search began.
well we ordered a new fridge used the new card but the site says you need to get a confirmation before your card is charged or a delivery date is made. 5 days had passed. no confirmation email. in this time our washer broke so since we didn’t get the fridge we went to sears to buy a washer to use our new card with 12 months no interest.
To make a long story short we went to pay for the washer and we got declined, why you ask? because we were charged for a fridge. so we called customer service to find out what was going on. We were told we got the fridge and it would be delivered to our house on August 27^th. well that’s awesome we got a fridge! So we bought the washer with a debit card instead of being able to take advantage of the 12 months no interest. So now its Monday and our fridge is suppose to come on Thursday. we call to get a proximity on the time as we took off work to get the fridge organized. first call we get hung up on. second call took 2 hours with a person from another country telling us we did not get the fridge we were suppose to get and they are not sure what happened. but we could order another one for the same price with a big dent on the corner. Did I mention for the same price… So the robot on the phone just kept repeating herself saying she couldn’t do anything for us except a $ 150 off and a $ 50 gift card. I work in customer service for one the $ 50 is absolutely no skin off there back. it costs them nothing!!! so we still would have to pay delivery and we will get a fridge with a monster dent in the top corner and I guess they put the cost of the dent at $ 150 so i wonder if I tried to get the dent fixed if it would cost me only $ 150? I think it would be much higher I’m sure.
So for being embarrassed and declined at the sears store for a card
they said had the amount of our new fridge on it and now we have no Fridge after spending 3 hours total talking to outlet customer service which by the way is not even in our country awesome for such an american company. very disappointment.
When we asked the rep on the phone who else we could speak to she said no one she was the top of the food chain. If that’s the case OMG that’s a very bad representation of sears.
All I want is the fridge I ordered for the price I ordered it at…

I wouldn’t even give this company 1 star it is HORRIBLE!!! I have been trying to resolve an ongoing issue with a lost part for OVER A MONTH and NO ONE will help!!! I have been given the run around, «you will receive a follow up call within 24−48hrs» so many times I cant keep it straight and no one ever calls back!
I sent in an AC Unit in for repair the end of June and received it back the second week of July and it was missing the cap to the water tank (a major piece if you don’t want water leaking everywhere). I told the store clerk who acted as though she could have cared less, she checked the box it was sent back in and said I had to call a 1 – 888 number on my receipt for help, which I did. I have been trying to get this issue resolved for over a month and NO ONE is being helpful or returning my calls. I have spent the last month waiting for calls back, calling back when no one calls and I am getting no where. You have a better chance at winning the lottery than getting any help from someone at Sears!
Edward S. Lampert should be retraining all of his employees if he ever hopes to keep this business open because it knows NOTHING of customer service.

Scheduled a repair of our Kenmore dryer for a Saturday afternoon. Repair specialist was confirmed to appear between 1 PM to 5 PM. At 4:30 PM my wife called in inquire about appearance, and we were told some one would appear, but would be late. At 8:00 PM, still no one! My wife called again and was told our appointment was rescheduled to Monday from 8 AM to 12 PM. No one ever called to tell us! After I called to complaint, I was first told «Sorry, there is nothing we can do.» After I insisted we needed to be compensated for our time wasted, I was given a $ 30 gift card. So one extra star for the gift card, but this is some seriously bad customer service by Sears Customer Care!

Sears defective and dangerous gas range: Kenmore Model No. 79 032 603 311,
Serial No. AF44800373.
We purchased a Kenmore kitchen range, a refrigerator, a washer and dryer, and dishwasher from the Sears Hometown Store near Rockport, Texas late last year. These appliances were for a new home that we were building just down the street from the local Sears store. These appliances were delivered in mid-​January of 2015. In late June of this year, we discovered that two top burners on the range would self-​extinguish when the oven door was opened. THIS WAS A VERY DANGEROUS CONDITION, BECAUSE THE GAS WOULD CONTINUE TO FLOW FROM THE BURNERS.
We complained to he local store and also to the parent company’s service department. They sent out technicians on several occasions, but could not fix the problem. THE SEARS TECHNICIAN ADMITTED THAT THE STOVE WAS A DANGER TO ME AND MY FAMILY IN ITS DEFECTIVE CONDITION. The technician’s manager then decreed that we would have to have the gas company (who happens to be the City of Rockport) come out and check the gas pressure at the stove. I asked the Sears Technician why he could not check the gas pressure himself, as that test can be made with a simple and inexpensive tool or meter. He told me that he did not have such a tool, notwithstanding the fact that he had been requesting the tool for a year or so.
The City of Rockport Gas Department was extremely helpful, and had a technician at our house within 10 minutes. The City of Rockport technician had a very nice tool that would detedct the presence of natural gas, and THE TOOL REVEALED THAT ALL FOUR TOP BURNERS AND THE OVEN BURNER WERE LEAKING GAS ON A CONTINUOUS BASIS! The City of Rockport technician declared on the spot that the stove was dangerous and had to be shut down. That was about a week ago. The local Sears store now refuses to take back the dangerous stove and reimburse us. The local Sears store told us that we would have to call the Parent-​Sears service people. The Parent-​Sears people have a system in place for referring us from person to person and then hanging up the phone. Our stove remains in its defective and highly dangerous condition, and is sitting in the middle of the kitchen, disconnected. We have a beautiful new home, but cannot even cook a meal in it. I wish we had purchased our appliances from Lowe’s or Home Depot or anyone but Sears.

I placed an order on Sears parts direct .com 5 minutes after I placed the order I realized it was the wrong part. I immediately called the parts customer service phone # to cancel the order. I was told the order could not be cancelled!!! Are you kidding I just placed the order 5 minutes ago!!! Now they tell me when I received the order it can be returned but I have to pay the incoming freight and the return freight!!! Are you kidding Me!!! This is the worst customer service I have ever experienced.

Sent an email to customer service a week ago. Site states they will try to reply within eight hours. Did not hear anything my email or phone, followed up with another email on 7÷10÷15 at 1:30 PM. Have not heard anything and probably won’t hear anything from them. I read many complaints about their customer service on their site. Will read the Unilocal reviews after I post this.

Oh, Geez… I see I’m not the only one Sears has failed to impress. Just add me to the chorus. Here’s why:
* My first call to Sears Customer Service was on May 9 to schedule an appointment to evaluate or repair my water heater (purchased January 2010).
* Over the course of the past seven weeks, I’ve spoken to at least four Sears service organizations: Schedulers, Customer Solutions, Warranty Department, and the Water Heater Department. The web of people who are supposed to help customers address issues is wholly not navigable.
* I spoke to more than a dozen different Sears «problem solvers». I know many of them by first name: Leanne (numerous times), Stephanie, Alice, Rayna, Ed, Norma, Vincent, Frances, Delores, Earline, Kyle, Jeanine, Jamie, Donna, Stacey… Absolutely none of them are empowered to make a decision… or to even overnight an in-​stock part.
* Two visits from my local utility… once to prevent me from blowing myself and my condo building sky high: «Don’t use the phone. Don’t turn on the lights. Don’t start your car. Don’t open the garage door.» All too late. But I didn’t explode.
* After the first burner installation failed filling my garage with natural gas, the second burner arrived without the needed part for installation (even though they’d been advised), and the installer left in frustration (Yes…I know Chester by first name, too). The third burner was successfully installed… but thrums for 15 minutes after every hot water usage. It’s audible throughout the house.
* Sears (with service provider A&E Repair Service) scheduled eight appointments… all of which placed my call last in the queue each time. So late, in fact, the actual department that could have resolved the problem on Tuesday (the Water Heater Department) was CLOSED for the day.
* Following Tuesday’s debacle, I sent one e-​mail to
. I’ve never received a response.
* Today, I waited seven hours for a re-​scheduled/​confirmed appointment that never happened. The three calls I made to uncover the whereabouts of the technician became nothing more than unfulfilled promises… until the technician phoned (4:20pm) to say he wouldn’t be here at all today.
* In all, I’ve lost ~24 hours waiting for Sears to show up for any of the eight service appointments. I’ve had to cancel other commitments. Clean house. Sit around. Until there’s nothing left to do.
* I’ve taken at least three weeks of sponge baths and ball-​shriveling cold showers during San Francisco’s coldest May since 1977.
Sears built an incredible reputation on the strength of its product reliability; Kenmore products were the «go to» appliances for years. That reputation has dive-​bombed and is no doubt responsible in part for the stock price skid from $ 86.65 in January 2011 to $ 28.12 today.
RUN LIKE THE WIND.

Do NOT buy a refrigerator from #sears. #Sears has failed MISERABLY on their customer service, fulfillment and logistics with me. I am a #Cisco employee who was using the employee discount program which I will be advising Cisco to terminate with Sears as this experience has been SO terrible.
I ordered an LG refrigerator from Sears on May 19 2015. They said it would be delivered to me on May 29, 2015. I was notified on May 28 I was told the fridge was «not available» and that it would be delivered on June 5, 2015. As expected on June 4^th I received a confirmation email from Sears as well as two confirmation phone calls confirming my delivery window of 4pm-​6pm. I left work early and waited at home for the Sears delivery man to show up 4−6pm. The truck arrive 20 minutes late at 620pm, I showed him the space in the kitchen and then he returned from the delivery truck and said «Your item is not on my truck. I only have two mattresses on the truck.» UNBELIEVABLE!!! He said he would have Sears call me, which they NEVER did.
I called Sears myself that night only to be given a stock answer of «we will have the Warehouse Manager call you within 24 – 48 hours» to «try and get an earlier deliver date than June 5 (which was the newly decided delivery date). The Warehouse manager, or anybody from Sears never called me!
I called #sears on Monday myself to receive a lot of scripted answers by their inept and inadequate call center employees and «supervisors» who had NO authority to escalate the situation or explain why this delivery man showed up to my house with an empty truck. I was PROMISED that they would deliver the #LG refrigerator on June 5 or someone would call me to tell me the order had not been fulfilled by LG.
I received TWO phone calls confirming the June 12 delivery on June 11 and I took the day off of work as they assigned a delivery window of 12−2pm. By 245pm NO fridge. No phone call. NOTHING. I called Sears irate, long story short, demanded to speak to an escalated management team, waited on the phone for over THREE hours and never spoke to a manager. The agent said the new delivery date is JULY 5!!! Nobody even asked me if this is OK, I won’t even be in town… They have now promised someone will call me, which I don’t believe will happen.

I purchased a new craftsman 2400 lawn tractor, mowed the yard 3 times and the belt to the cutting blades broke. I called for a repair only to be told that this problem was not covered. Not only not covered but the nasty woman I talked refused to send home repair even after I reluctantly agreed to pay for the service. Now I am stuck with a broken mower with no help from Sears. I think this speaks volumes why Sears is failing. I will never buy anything again from them. I have never known a retail chain to absolutely offer no help for a large purchase and then rudely treat their customer and deny any responsibility for an inferior product.

I’d give a MINUS ‘TEN” if that is the worst possible rating! I am still without a working refrigerator since 4÷28÷2015… YES 5 weeks. The cost to me is off the charts for water and food. Sears DOESN’T CARE! I’ve had 5 technicians… and now the are replacing parts they already replaced because of incompetent techs! DO NOT BUY from SEARS! DO NOT buy a Warranty Policy from sears! BEWARE!!!

They cannot locate my order on a purchased dishwasher. They are trying to deliver to another state. going on 3 weeks now and can not locate my order. Stay far away from online appliance orders as they do not have the order work flow process in place to deliver in a timely fashion. This has consumed nearly 20 hours of my time

I have never received such poor service! Ordered a washer online and paid extra for weekend delivery b/​c needed it ASAP. We received a call the day before with a delivery window but no one ever came. When we called to inquire, we were told now it would t be delivered for another 2 days (great! Needed it today and we have work so can’t just sit around hoping this time they come) AND they wouldn’t refund the $ we spent for weekend delivery! Transferred from one (clearly foreign call center) sales rep to another and when asked to speak to a supervisor, was told she ‘d call me back «in an hour or two». Sears clearly does not care about wasting customers’ time & money! Don’t give them a dime or second of your time!

I’m officially on boycott. Other than my mattress delivery via third party, I want to murder their faces. Claiming gift cards don’t expire, when the fine print left unsaid is that any sold from outside retailers are mysteriously never activated and can’t be retrieved without original receipt. In-​store pickup failure. Bedframe delivered with third party movers who just left it outside when no one answered the door; product baseboards snapped within months.