"Worst service ever! I ordered a washer and dryer online and paid a delivery fee for Saturday from 12-5; even though Sears advertised free delivery. The next day I noticed a double charge of $770 on my account. On my lunch I called customer service and the girl who answered was too lazy to assist and said just to wait 24-48 hours and she's sure that the double payment would drop off. Instead of depending on luck I called my bank and they filed a claim. After work, when finally walking through the door, I get an automated call saying I'm scheduled for Friday delivery between 3 & 5. The automated system gave me the option to speak with customer service and after holding the system hung up on me. I call the number back and the rep told me to call a different number. I told him to transfer me and I got a patient rep. I explained that I was given the option to choose my afternoon appointment, which I paid extra for, but it is giving me a different appointment. I waited on hold and she called the delivery department. She came back and said they would deliver sometime Saturday. I asked her the window and she said I would get a call from the automated system the next day. I asked if she told them I needed afternoon, like I requested, and she said they could not guarantee a time. I advised I would not be home that morning and that is why I paid and requested the afternoon appointment. She said I would not know until the system calls me and if I do not get my afternoon appointment to call back tomorrow night. I don't understand why they give you the option to choose a window when they are just going to choose an inconvenient window for you. I ended up spending a combined 90 minutes on the phone to get absolutely no where. I haven't shopped at Sears since the 80's and will never ever shop there again!"

"Do not buy from Sears.com because they keep your money even though they made a mistake. I ordered a stove thru Sears.com and when I went to pick it up there was 2 there for me. We asked the local Sears store where we picked up the first one to please send it back for a refund. They did charge my credit card for 2 stoves!!!! It has been 2 weeks and numerous calls to Customer Service and to the local Sears store and they still have over 1,400 of mine. The locally owned store in Show Low says they won't process the return because it is the responsibility of Sears.com and Sears.com says it is the store responsibility. So here I sit with 1,400 out of my account and does not seem to be any resolution. I will never ever buy anything again from Sears whether it is on Sears.com or the locally owned store in Show Low, AZ. A bunch of uncaring thieves!!!!!"

"I ordered some shirts I needed for work online on Sept 8, 2015. After a couple of weeks of hearing nothing, I contacted so called customer service, and finally after 3 weeks, I received an e mail with a tracking number for USPS priority mail. After about another 4-5 days the tracking number actually became active. The package shipped from Houston, TX to the local regional PO, then to my local PO, then back to the regional, then back to the local, then back to the regional. At this point I printed out the tracking info and went to the local PO where I was told that the shipper had not applied the proper postage and the package was being returned. I followed the tracking back to "delivered to front desk" in Irving, TX. I called and emailed and finally got a reply with a "new" tracking number which was identical to the old one. I have been entering this number in the USPS tracking app for the past several days and it comes up "not found". This is without any doubt the most ineptitude I have ever experienced from any retailer, online or otherwise. I will never order from Sear again."

"Most horrible company- Should not be in business.
I have ordered over 1000 worth of Items and they keep messing up the orders and saying they are sending me a gift card... hahah really... where to because I still have yet to receive a gift card. They owe me 342.87 on a "gift card" hahaa yea right! I am so sick and tired of the way they handle their screw ups... I would really appreciate my products heck with a gift card!! "

"Sears Log in Would not work, Reset password no luck
Tried to purchase a item, Contacted the store where the item was for sale, Manager was help
Explained could not log in to purchase the item in my cart,

Contacted c/s chat, Was informed log in would be fixed in a day, Waited a week still no luck
Sears chat told me that I would get the item for the same price, and after providing name m email and item number and store location, Was told that a sears specialist would contact about the issue

Week later phoned Sear C/s was told that if I call this number I would get assistance, That they would be able to get the item I was trying to purchase, honor the price. They have ways of to get this completed
The next Sears c/s rep said they could not help me
So asked for Supervisor In which they offered no assistance, or c/s service in resolving the issue "

"Ordered a fridge online. Next day talked to representatives to confirm delivery address. 1 hour later received a cancellation mail from customerservice.
Called back same night to hear why, and was informed the item wasn't in stock at the time the mail was send (but it was when I confirmed the address)!
Lucky it was now back in stock and I was welcome to reorder online?.
After complaining a bit I was passed on to a supervisor who could order it for me (even though the price now was slightly higher)
At this time I now had to order pending on my credit card...
Next morning, I once again received a cancellation mail ! - I have now given up, I'm not going to order the fridge a 3. Time"

"Do you like quality customer service, and a company who stands behind their products?

If so DO NOT SHOP at Sears.

A 4 month old lawn mower, engine blew. They said the oil was dirty and therefore not covered by warranty. the mower was not yet due for an oil change per the Manuel.
"

"I went to a Sears store to find a certain Skecher shoe.The mall I went to didn't have any.They found it another local mall.The shoes were ordered and they were supposed to be delivered by UPS.UPS made one attempt two days later to deliver the shoes.I was at work.They left a note on m door saying I have to pick tem up at a UPS access point.I could've left instructions to deliver them to the apartment where I live.But no UPS won't do that.Now the shoes will end up being returned when I can't pick them up.Sears won't do a dam thing about it.Last time I ordr anything from Sears!! "

"I ordered a freezer through my daughters Shop My way account. I chose in store pickup and did not choose 3rd party pickup, thinking that I used my daughter's account, it should be in her name and she could pick it up. WRONG! Because we used my credit card, it overrode all of her information with mine. The store wouldn't allow her to pick the freezer up, even when I called them. Instead they suggested that I call "dot com."
All "dot com" would do is cancel my existing order (with a refund in 5-10 days) and do a new order with my daughter's name on it with a fresh charge on my credit card. "

"I found a treadmill in a Sears store but they didn't have it in stock. The associates suggested ordering it online and having it shipped to the store nearest me. It took two weeks for the treadmill to arrive and I picked it up from the Morehead City, NC store. After half a dozen uses, the belt began to fray and I was still within the 30 day return policy so I contacted Sears.com and asked what to do. Patricia (online chat) said it had to be returned to the store it was picked up from so I loaded it into a borrowed vehicle to return it to the store.

I arrived at Morehead City, NC store to return it. The woman, Jenna, was helpful but couldn't "find" the transaction in their system. It shouldn't have mattered since I had the online receipt and the store pick-up receipt. Her manager then told her that they didn't accept returns at the store because they are an outlet store. I called Sears.com for them to verify that this was true since I was specifically told to return it to this store. After an hour on the phone, they said it had to be returned to a full-line store, which is 50 miles from me. This in itself is completely unacceptable.

Since they refused to take it at the store and the woman, Ads, from Sears.com "couldn't do anything more", I was forced to take it to Jacksonville, NC. The gentleman at merchandise pick-up, Jason, was extremely helpful but, again, for whatever reason they couldn't find it in their system even after entering everything from the receipts. He called Sears.com to see what the problem was and the woman on the phone told him it had to be returned to Morehead City, NC store. At this point, I was steaming mad and he told the woman I was told to return it to Jacksonville, NC. She said she can see where it was noted on the file that it was to be returned to Jacksonville but policy said it had to go to the store it was picked up from. Finally, I got on the phone with her and said I don't care what she has to say because they can't seem to get their information straight. I refused to leave the store with the treadmill and got on the phone with my credit card company to file a fraudulent charge. The woman on the phone then said because the order was placed over 30 days ago, I couldn't return it even though the order never arrived in store for two weeks after the date of purchase. It clearly showed the date that I paid in full and received the item at the store. She argued that it was from the date of purchase so I said if an item was out of stock and ordered online, I paid for it and it took 6 weeks to arrive, I couldn't return it. She said, "well no that's different." No, it's not different. Sears is simply trying to step around their return policy! She then said I should call a technician to come fix the problem. Are you serious?! After sending me on a wild goose chase with incorrect information, I was furious.

The manager at the Jacksonville, NC store was helpful. She finally told me to just hang up with Sears.com and she would refund the money. She couldn't believe the run around that I was given. I will never shop with Sears again. Ever.
Side note: Several workers at the Jacksonville, NC store said the manager at the Morehead City, NC store is a liar. They are not an outlet store, they are a home store and they absolutely MUST do returns there."

"I have been trying to get a washer / dryer installed and working for over a month. This company had a delivery team that had no idea what they were doing deliver it. They scratched the machine and broke my door threshold wood. Long story short... I have had 4 visits with them trying to get a washer /dryer installed and working. I have to have a 5th visit. Now I am trying to schedule that. 2.5 hours later I am still talking with sears trying to get them to send someone out to make this washer work. This organization is very unorganized, arrogant and not respectful of its customers. You have to really fight for what is right because Sears will not support their warranty claims."

"Do not buy appliances from Sears. I bought a line of Kenmore appliances last December. The refrigerator broke last week. After telling me I had to wait until October for a service tech to come out, they finally sent one out today. He told me that my 'fridge is a piece of #### and to sell it' and that the part wouldn't be available until October 7th. After calling customer service they told me they can't do anything and that I would have to wait 3 weeks for the part. I'm currently spending a month without a fridge that I just purchased 9 months ago. So far I've spent over $300 in wasted food and restaurants and that amount will continue to grow. Also, there are tons of reviews for this fridge with the SAME PROBLEM (hence the backordered part). Worst purchase I've ever made and terrible company to deal with."

"Sears on line customer service is a complete joke. ABSOLUTELY ridiculous, they don't care about you as a customer... my grandfather ordered some vines through sears on line, he paid 75.00 for vines that were supposed to be 3-5 for long vines with flowers in a pot, what he got was 4 twigs that were dead, with dry roots Wrapped in a paper towel and saran wrap. Paid 27.00 for shipping, and they came in a 7.00 flat rate box. The company sears used was bulbsnblooms, absolutely horrible don't ever use them or buy from them, the company is unresponsive and will not refund his money, neither will sears. Both of these companies ABSOLUTELY SUCK... if you want to save your money, and you don't want headaches...don't ever order from these companies. Customer service on both parties keep giving him the run around, they all have their heads up they're asses."

"TERRIBLE!!! I will never deal with sears again. My item was coming from a third party seller, needles to say I'm sticking with amazon. I tried reviewing the seller directly low and behold I am unable to and no one can tell me why....fishy!!! I orders my item two weeks ago and never receive the item or even my follow up email with tracking info. They really deserve no stars. Sears used to be the company my granfathers generation bought EVERYTHING from, how times have changed."

"NEVER EVER ORDER FROM SEARS! They don't deliver on time. Upon ordering a mattress, Sears promised to deliver my new mattress today. Again, 3 days ago Sears sent me an email confirmation that it would be delivered today. Last night- without informing me AND after Sears Customer Service had closed for the night- the delivery was cancelled and rescheduled for a FULL WEEK later. They expect me to sleep with no mattress for a week! The Customer Service reps were totally unapologetic. Customer service just kept repeating the new delivery date as if I had approved it. They never acknowledged the promised/confirmed date or the bait and switch that occurred AFTER business hours and without my consent or knowledge. I am moving into my college housing with NO BED BECAUSE SEARS DOESNT STAND BEHIND THEIR PROMISES. And their customer service is awful- they just repeat and repeat and do not help.
In this day and age, can you believe that Sears doesn't understand that people expect what they are promised? I still have no mattress to sleep on tonight!
I will never order from Sears again. Terrible experience.
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