"i purchased an entire house of appliances 3 years ago
The fridge a whirlpool stopped producing ice. Sears repairmen, 2 of them, said it was a manufacture defect.
The washer stopped spinning. Have a service warranty on it. Sears repair has been out 7 times. This morning 8/2/16 I had an appointment from 8-12 ...
no one called or showed ..
i called .. they said the tech was running late to check confirmation email for better time. . so i did .. it showed tech was here .... no he wasnt ..
so i called sears repair back .. they said that their records show the tech was here and fixed unit and left .. NO ONE HAS CALLED OR BEEN HERE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

now the warranty department is telling me they wont replace the unit because the 7 times they have been out only counts as once!!!! geez they have spent 3xs as much as the unit costs ...

I have lost thousands of dollars in income. I want a new washer as their service agreement states AND I want them to fix my fridge or replace it. "

"I gave one star because a minus star is not possible. This retailer has the worst customer service I have ever encountered. I recommend strongly against shopping at this site.

I ordered a patio umbrella and the umbrella that arrived had no way to raise the umbrella despite a statement in the add that it has an advanced pulley system. I immediately contacted Sears via chat (as the phone number is impossible to find and as it turns out phone service is even worse than the chat). They told me they would get back to me in 2 days. Then 3 days later they again told me 2 -3 days. After one week and more than 6 hours on the chat and phone line, they told me they would get back to me in 20 to 48 business hours. And every time I contacted them, I got a new person to talk to who I had to reconvince that I have a problem. They obviously did not care about keeping me as a customer despite the memorized polite responses. I received an email asking me if I want to return it to contact them but the email has a no-return address. And they want to charge me for returning an item that even they admit has a "technical" error in the description. I still have the *Y*&)&)(&%^% umbrella and they have my $300.

Off the local Hom store to buy one that costs more but will work and they will take it back. I will never use SEARS again. Back to AMAZON prime. "

"I ordered a dress online at sears.com. It was supposed to be for my graduation and it was not marked the correct size. We I got it of course it didn't fit. I returned it to the 3rd party vendor from the website and was told I would be deducted $5 off of my amount to be returned because of their mistake and that I would also have to pay to ship it back. The third party vendor swore up and down they never received the return. Thank God I had tracking. I called them down on it. Once they admitted they had the item I was told that sears itself would be doing refunding. I contacted sears and they refunded me .99 for a $50.00 dress. I had paid with a gift card. I was then told that due to electronic difficulties I would have to wait and I will be contacted. It is now after my graduation and 7/20/16. I still have not gotten my refund. I will never again purchase anything from sears. "

"Would never shop at Sears again - Horrible return policy and pathetic customer service.
I purchased apparel from Sears and never got a chance to return items that did not fit me since I was travelling internationally. It was around 60 days when I finally got a chance to visit the store for the return. The store associate was rude and refused to entertain my return or even give me a store credit. I was just provided a Customer support number. Those guys further directed me to a customer relations team. That lady was very arrogant and refused to hear me out. Blatant reply I got was return policy changed from 90 days to 30 days.

It is disgusting that at no point was I as a customer made aware of this NEW 30 day return policy while I was making this purchase, neither is it mentioned anywhere on the receipt for customer reference. They have deliberately left it loose to misguide the customer. The associates reasoning was that I should read this policy that is posted on the billing counters (in 5mm size text.. really??) or I should go to sears.com to educate myself regarding their new return policy.

I am pretty sure Sears is losing out in the race against other stores like Kohls and JCP which such cheap, customer harassing gimmicks. Definitely, I for one am never setting foot in a Sears store ever again."

"I have had the worst experience with Sears that I have ever had in my life. I never write reviews but this time I have to warn people. DO NOT BUY APPLIANCES FROM SEARS. My dishwasher that is under warrenty has not been working for almost 3 months and Sears is not at all concerned about getting it repaired or replacing it. The first time I called, it took over 3 weeks for them to schedule a technician and they sent out a third-party contractor. He diagnosed the problem and ordered a new electrical board. Two weeks later, I had not heard anything from Sears. I had to call and they informed me it was another 2 weeks out to have the technician return. He returned and installed the new board, but did not ensure the dishwasher was draining properly. It was not. I had to call Sears again to report that it had not been fixed. They sent a Sears technician another TWO WEEKS later. He diagnosed a different problem and ordered a different part. TWO WEEKS later, another technician came to install the part. He said it was the electrical board. When I questioned how that could be the case, seeing as though it had just been replaced, he said he couldn't account for the past technician. I called customer service and they ensured me I would have another new part and a technician to repair it within the next week or it would be replaced. Another two weeks went gone by, and I didn't hear anything from Sears. When I called to follow up, the guy said I was lied to, and it will be another 10 days before someone can come to my house to look at the dishwasher again. I have lost wages due to taking time off to be home for 4, going on 5, different appointments. Nobody is taking any responsibility and nobody cares. I will never work with Sears again. "

"Ordered two pairs of shoes via the website (brown and gray). The box with "brown" pair came with one shoe in brown, another in gray. Replacement should be simple, right? Not so fast, it's Sears! According to them, the process of replacement works as follows:

- Return the bad merchandize
- Place a new order for correct merchandize

The new order has a new (60% higher than the original) price per pair. OK, life is unfair, ordered at the new price (used some points). Returning is even better - no shipping. One is welcome to lug the box to B&M store (in my case 1.5 hours away).

Lucky me, got some business around that area, so I figure I'll carry the box around and then drop by the store, which I do. Service is amazing (as in "I can't believe they are still in business!") - cashiers act like zombies, each customer takes some 10-15 minutes to process.

My turn: the guy spends the first 5 minutes punching in buttons only to realize the POS is malfunctioning. Switches to another POS. Barcode reader can't read the RMA code. Punches in the numerical code. Spends 5 more minutes fumbling with my phone looking at RMA doc and punching arbitrary keys. Possibly proves Poincare conjecture in his mind as for some time he stares blankly at the screen doing nothing... Asks for CC I used (stupid me, didn't bring it) then announces that since I don't have a card he could only give me a gift card as refund (claims he cannot find the order in the system. I understand - one is B&M store and another one is something fuzzy on the "internets..." How could they be related?!?!). I demand a real refund (no chance in hell I'm coming back to use the gift card). He understands, calls a manager, which has absolutely no effect for the rest of the interaction. Keeps asking me "Do you have an RC code?" I keep showing him order form and RMA form - no "RC code" on either. Lucky for me, in an act of ultimate desperation, I fish in my email trash and find a shipping confirmation which (amongst other 10 codes) has a "return code." 5 more minutes of punching in numbers (it takes time to remit them using a 1,200 baud modem to Mars and back) and I am told I'm getting my refund (still to be seen).
"

"Anti theft tag attached to an item that was ordered online. And had the nerve to tell me to take it to the store and have it removed.

After asking for a refund was told that they will not refund the shipping even thought it's obviously 100% there fault

What a joke.....

Keep on hiring those min wage employees with zero education to run your business.

"

"Sears has FAILED to repair and REFUSED to replace or make good payment of policy benefits in any way. The insurance policy commitment to repair or replace, was purchased in March based on an express PROMISE of prompt repair, or payment of policy benefits. After the THIRD stated "successful" repair of my Kenmore Refrigerator, which in fact was entirely UNSUCCESSFUL, I began to complain.

I have placed daily telephone calls and letters, in an attempt to resolve this problem, between May 23, 2016 and present. The inability of Sears and its several associated enterprises to repair the Kenmore refrigerator has been very well documented to say the least. Last week, by hand delivery, I officially request that the full policy coverage of $700.00 be paid. Today, (after numerous reroutings) I was advised by the head of the Policy Benefits Administration in North Carolina to sue Sears and the Sonoma County Sears Store Manager, Myron Shepherd, as the local Sears representative.

Sears and its entities have ignored my repair and payment requests. Because of consistent failure and refusal of Sears to perform, the only conclusion is that this is a matter INTENTIONAL Corporate Policy.

Innovel aka Sears has refused to process the request, and has refused to provide me with the address or name of the California Agent for Service. I called Mr. Myron Shepherd and was instructed twice to that he was in a meeting and to call back in 10 minutes, which I did. I was then told that he was out for the next two (2) days. After 12 weeks of Sears FAILING and REFUSING to honor their agreement, I was FORCED to purchase an alternate replacement refrigerator.
"

"I will never buy ANYTHING from SEARS again. I ordered a collapsable wagon online at for $70. Then I was at Costco and found a collapsable wheel barrow for half the price, tried to cancel the Sears order from my phone 30 mins after placing the first order- not an option. They assured me that I could return it, most likely to the store. It comes- and guess what I can't return it to the store in spite of Sears "hassle free return policy"
After several phone calls, of trying to return the unopened box and failing. It would costs me $41 to ship back to the "preferred seller", minus 15% restocking fee- this is Sears "No hassle" return policy. I will sell it on Craig's list. This is why people shop at Amazon. "

"DO NOT BUY ANYTHING ONLINE, they do not take items back after 30days and want you to pay for return shipping!"

"It should be easy to shop online. Select your item, go to the shopping cart, enter the zip of the store you want the item shipped to for free delivery, and add your shop your way points.

I ran into problems trying to add my shop your way points, called and got someone on the phone to assist me, she said she processed the transaction, put me on hold to apply a 10% discount for my inconvenience. I held 25 minutes and hung up. She had verified my phone #, but did not call me back.

I have called Sears.com 4 times trying to order shoes. I have been transferred to water heaters dept, transferred to and the phone rings and rings. Online when I enter zip code for the local Sears, I get a message that the zip is invalid.

Sears.com and Sears.com support is a JOKE!!!! Worst service I have ever received from Sears. "

"I had my oil change Monday in Daytona beach FL. On Tuesday I was heading to lakemary FL for my granddaughter Graduation , when the oil light came on red low oil levels. I stop in Sanford FL at the mall. Called that Sears only to be told I would have to have it towed to Daytona. Well I was livid see that I was there to do.

I would like to thank ****@**** for his professionalism in calling me right back and telling me he would come to where I was with the service truck and check out what the oil levels was.
He found I had oil but had me drive to the Sears store and checked it all at.

I thank him for over looking my bad temper and helping.

I was thinking when I bought our tires and had the oil changed with them for the reassurance if anything went wrong we can go to any Sears store and they would still be able to help the problem reassurance if anything went wrong we can go to any Sears story. That was a problem with me being 71 years old I thought that if I was traveling and had a problem I can go to any Sears stores that they were all under one corporation And I would be taking care of.

Again I would like to thank Mr Esser
"

"I bought a Laptop Dell Dual Core Laptop Windows /Core 2 Duo 4gb Ram DVDRW WIFI Computer HD from Sears recently amd I have never had such a horrific experience ever! Aside from original order being damaged in transit and never being notified, the replacement computer arrived only to breakdown after 5 minutes, not to mention it wasn't the one I ordered. I paid $25 to ship it back to receive a refund only to have it returned 2weeks later with a broken power cord. Once again I tried to return it, but I was told because It was past 15 days, I can't return it. Sears' customer service, which is outsourced fo India, was terrible amd no help. Do not buy and anything from Sears, they do not stand behind what they sell!! "

"They are notorious for sending used items & don't seem to care much. If/when you call to tell them about it, they believe giving you "shop your way rewards" makes it all better but of course it just makes you have to shop with them & has expiration dates, even as quick as 1 week! There really is no more customer service for either company since Sears took over Kmart, period. I vowed never to use either online years ago (unfortunately I gave them another try...SUCH a BAD mistake!) & forget the stores too, why bother with either? Truly down hill, big disappointment. I spoke to a "case worker" a little while ago & she totally didn't care what I was saying & that was VERY clear! Years ago when all this started, a TRUE case worker did everything to make the customer happy & didn't brush off the fact that they were sent a USED product. A REAL case worker would NEVER sound like she was brushing it off & talking about the fact that it's not their fault & they don't see what goes out from the warehouse. It's not like I was blaming HER directly, it's a company issue if it happens more than once & a BIG issue! She shouldn't talk to me about giving me 10% off if I keep the product & nothing else if I don't want to. I shouldn't have to tell her I should still get some compensation if I chose not to keep a USED product OR that I don't trust re-ordering something. Again, this woman continued to make herself sound like what this company does is fine & the customer has little to no rights. She finally did me a favor by giving me 10% off (from that specific purchase ONLY) towards my next purchase (shopmywayrewards) that will expire in a week. I truly don't agree with this at all...this isn't how you treat a customer. The ONLY time I got anywhere was when I had employees who really cared what they were doing & about the customers. Now I'm just going to post reviews about them everywhere since I'm finally done with them! I'm not giving my real invoice & order date..."

"I purchased a set of laundry and dryer machines in 2012 complete with 5 years warranty.
On March 5th 2016, I called in the maintenance service for the washer as it was making strange sounds when cycling/washing laundry. Upon maintenance staff evaluation on that day, the personnel identified an issue with the drum and ordered a new drum. On March 11th, the personnel returned with a supposedly brand new drum to replace the problem drum. At that point, the mechanics took the entire machine apart into individual pieces in order to replace the drum. The problem was not fixed because apparently the new drum was rejected and was not a good fit.
The customer service representative apologized and told me that the manufacture will send out another drum only on April 15th. Today April 18th. Nothing new. During this period, we spent already $80 in Coin Laundry that offers not such good quality because the cycle of laundry 15-20 minutes only.
I have 5 people family. I can't go for such long with no laundry. In addition to such an extended timeline required to fix the washer, I am also concerned about the successful assembly of the machine back to its original quality-assured state.
I was always certain that Sears products and services are the best, but with this experience, I became disappointed and frustrated.

Sears customer: Natalia Axentiev"