"We ordered a toolbox over one month ago, it was supposed to be delivered to our local store 30 days ago and we still have not received it. I have made many, many phone calls and emails and they get me no where. We were charged for this item and have wasted so much of my time trying to get it delivered. It's unfortunate that such a large company can't handle something as simple as an online order or provide decent customer service. We were offered a 10% discount in a future order which seems like a joke. We will never order from then again."

"I ordered a gift for my mother on 12/15/2014, for her birthday. Her birthday was 01/05/15. Not only did she not receive the gift on her birthday, but they then sent me an email on 01/08/15, informing me that the order was cancelled!! I am across the country, my mother was alone on her birthday and had no present to open from her only daughter. They had assured me it would be delivered in time and that was a lie. Then they gave excuse after excuse when I checked on the progress of the shipment. Never again will I order or buy from Sears. It is shameful the way our order was handled. The order number was 775558096, for a Eucalyptus Gift Basket. "

"My family and I moved into a newly renovated house with brand new appliances in March of this year (2014) our Kenmore refrigerator was manufactured March 2013 as of the label inside the fridge but we were the first people to use it in March 2014. It was purchased sometime between those two dates. About 3 months after we began using the fridge the stainless steel handle broke off. Having dealt with scores of companies in regards to returns, warranties, and just general customer service I was not worried about this, certainly a major retailer would have no problem replacing my fridge handle for a $1200 purchase. I called the 800 number to Sears. They asked for my information to look up the warranty, I explained I did not purchase the fridge and the renovator of the house had not left the warranty card for me to register it when I purchased. They said I would need to take what paperwork I did have to my local service center to have them advise me on what I needed to do. So I took the handle and the manual as well as a picture of the label in the fridge that contained Model Number, serial number and manufacture date to my local Sears. The representative in the appliance department said there was nothing they could do, she looked at the handle, said it was likely my fault that it broke and Sears wouldn't cover it but i could call a technician out to the house and they would charge me to repair it. I left frustrated. The handle has sat on top of the fridge waiting to be fixed now since July. Today I picked it up to have another look and noticed that its actually not all the big of a deal, there is a grey plastic cap on the stainless steel handle attached with one star bit screw. So I undid the screw, popped off the 2" plastic cap and thought, oh well hey I'll just buy the piece, it couldn't cost more than $1 to make. I may end up paying $5 with shipping and I will fix it myself. So I went on Sears' parts website, looked up the piece only to find out that they will not sell the piece by itself, it must be bought as part of the assembly with the entire stainless tell handle for $45 + shipping. I went to the contact us link to see if I could just get the one part, but the drop-down menu on that page is broken and as such you can't actually send a message online. So I called again. This time I spoke with a lady who confirmed that Sears was incapable of sending just the plastic piece and that nothing would be done under warranty because I was not the original purchaser. She told me to contact the manufacturer. I said "Oh I thought Kenmore was a Sears product." "No, Kenmore is its own manufacturer." Surprised, I went onto the Kenmore website, at the bottom of which it says "2014 Sears Brands" and then I called 1-800-Kenmore and a woman answers the phone "Thank you for calling the Sears Parts and Service" !!!!! This company is all about pass the buck! Will never buy from again. Period."

"Very difficult to deal with. What saved the order was a delivery driver that took it upon himself to deliver the item I ordered at a place and time when I could accept it in person. Their customer "service" was very good at telling me what they couldn't do and what I must do but no good at all at solutions. I doubt that Sears will be around in 5 years. "

"On 1/4/15 I went to sears.com and placed an order for a Pro Form 475E Elliptical, as it was on sale, to be picked up at my local store. Thirty minutes later I receive an email advising the item is out of stock at the store I chose for pickup, but is available at another store. I clicked through the link in the email to change the pickup store, but it was out of stock at that location as well. I then called customer service and spoke to someone whose accent was so bad that I had to have him repeat himself constantly. He found another store who had the item and transferred the call to the store and the automated system transferred me back to the national customer service. Spent another 1.5 hours on with them and they reserved the item at the other store. Went to the store on 1/5 and was told that the reservation was cancelled! Spent 45 minutes in the store trying to straighten everything out and then they couldn't cancel my original online order (which would cancel on 1/6 as unfulfilled) and they had to charge my credit card again for the purchase. Horrible customer service & horrible experience!"

"This a review for Sears online order for customer pickup at the store. I started an order online and proceeded to the next page to find a place to enter the coupon code but the next page placed the order. Found out the coupon I planned to use would not work so immediately attempted to cancel the order. The story is too long to document here but please know I am very experienced with online purchases and the internet. I had 11 contacts with Sears and obtained responses that the order would be or was canceled which included promises that email documentation would follow or it was not needed. These promises usually included it would take up to 48 hours to process. I finally got an email from a supervisor that the item was no longer in stock and therefore being canceled by Sears. All were untrue. My last call to Sears online same it would take 48 hrs to completed the cancel; I rejected this repeated statement because it failed to happen during the preceding 4 weeks of cancellation efforts. I was then told I would have to call the Brea Store directly (order was for the BP store) and get them to cancel the order. I phoned Brea store and around the same time had disputed my AE card charge. After 4 weeks, double digit hours of effort including emails and phone calls plus 3 attempt to dispute the charge with AE I finally got a text message from AE that the purchase amount had been credited to my account. In addition to this issue there was at the same time a problem with delivery personnel failing to follow my request to protect a dryer door while changing the hinge. In fact the delivery person argued with me about what I saw him do... Note that prior to making our purchases my wife had found complaints about being unable to cancel an online order and warned me; should have listened to her! "

"As early as on Aug, 30th 2014 I ordered 2 (same) items on SEARS.COM and paid in full.

Sears Marketplace Vendor OneClickLLC not only failed to send me the items on time but provided with a FAKE (non-existing) tracking # and indicated UPS as a carrier. I contacted UPS only to find there was NO such # in their system, and the # is not even in their format. I ran the same tracking # with USPS and FEDEX, with the same result (invalid #).

After a long succession of emails, chat and phone calls to both vendor (who did not bother to answer) and SEARS support, finally (on Oct, 17th) Sears Customer Service informed that the parcel had been shipped. I received the parcel by the end of October but it was INCOMPLETE and only contained 1 item instead of 2 that I ordered and paid for.

As I did not want to deal with this merchant anymore, I called the SEARS support line (#800 349 43 58) to find out what my next step must be. The customer service representative asked me to return the item to the vendor and then get a refund.
I returned the item to the merchant and had to pay my own money for the return though it was totally their fault as the delivery was incomplete. The customer service representative told me no further actions needed from my part. However, two weeks later (Nov, 22nd), as no money was refunded, I contacted the support again asking where my money was.

As of today (Jan, 5th 2015) I am still waiting for their refund…
I contacted Customer Service, provided them all the data (dates, order #, case #, tracking # whatnot) but now they are playing a runaround game “give us more data” and “oh we lost your receipt and can’t open files attached” etc. etc.

Never ever ever order from SEARS.COM they breach their obligations, blame the vendors for that and pretend they have nothing to do with that. But guess who allows fraudulent vendors to stay in their marketplace? I wonder why? My suspicion is they split the fraud money, otherwise they would have compensated customers’ losses and kicked the vendor out of their database. DO NOT BUY FROM THEM.
"

"We ordered a treadmill for Christmas. Sears said they couldn't deliver until December 31. If that's the best they could do, fine. We would take off of work to be there to take delivery. We waited around through the 2 hour delivery window. No treadmill, and no call. I called Customer Service a half an hour later to find out the status of the delivery and talked to someone who barely spoke English. I was told that a message had been sent to the delivery team and I would be contacted soon with their ETA. Two hours later, still no call. I called Customer Service again, talked to someone who spoke even worse English and got the same exact story about how the delivery team would call me soon. Finally a half an hour later, I got a call from a Customer Service Rep saying that the delivery team had called and couldn't get a hold of anyone, so they left the area. It turns out they called the phone number for the "Sears Membership" and not the number specified for contacting us about delivery. Evidently Customer Service and the Delivery Team don't talk since no one with CS bothered to tell the delivery team to call us on the number we HAD DOWN AS OUR CONTACT NUMBER. Long story short, after talking to the manager twice (the second time because he said he would check into it and call us back which he never did), it is obvious that the "Service" part of Customer Service is a joke and that SEARS has zero willingness to make things right. We shot a whole day waiting around for the thing, and now the best we get is "Well, it'll take several days to call and reschedule delivery, and it'll probably be a week before they can get out there with it." Consider our order cancelled because we don't need to EVER do business again with an outfit that obviously cares so little about the people who want to spend money there. Believe me, I will tell everyone I know about my experience. Take your hard-earned money ELSEWHERE."

"On dec. 7th I ordered a patio set to be picked up at my local sears. It was to be delivered by the 15th. After getting no notice for pickup I started to make calls and sent emails. I kept being told the order was being processed. On Christmas eve I got an email stating it was out of stock. Thanks for waiting so long to tell me my son was not getting his christmas present. Plus they had already charged my credit card! Thanks for the lousy service sears! I won, t be buying from them again."

"WOULD NEVER RECCOMEND ANYONE PURCHASE ANY APPLICANCE OR FURNITURE!!! my washing machine broke a month after purchase, did maybe 6 loads in it. It has taken 11 weeks to get a new one and delivered... And I still don't have it!!!! Head office has the worst customer service I have ever delt with. Rediculous it takes so long. We've been having to do our laundry at laundry mat. They don't care. we ask for some kind of compensation... Not happening. Unbelievable. I have tones of paperwork from every conversation and I have no problem publishing it!! DONT BUY FROM SEARS!!!! Iv herd of issues with them before and wish I listened. Please listen. Trust me. You'll be screwed over if anything happens to your appliance under warranty.. Thought warrenty was suppose to help the customer not make it worse by making them wait almost 3 months!!!!"

"Gotta HATE sears when, even after a chat, a phone call with a customer service rep and a supervisor, they won't honor their advertised price. Bit of a bait and switch as far as I'm concerned."

"Never again will I ever spend any money at Sears.

I ordered a washer / dryer combo for our new house in late July 2014. About 45 minutes after I made the online purchase, I realized I ordered the wrong one, so I called right back and asked them to switch out the order that was not going to be delivered for another week. They told me I had to wait 24 hours for the system to upload and call back, but not to worry because I could just cancel the order (it would not be on a truck for several days) and that they could refund my credit card AND my gift card I used for payment.

The next day I called back and said I need to cancel the set I chose, for the set I really need. They told me they could not do that because the order was in processing. I told them the information I wasd given the day before and they said, "oh sorry, they were misinformed". They actually asked me to wait for deliverly the following week, REFUSE SHIPMENT, wait for it to be returned, and order the new set. I said, "from a business standpoint, does that even make sense??" They were willing to waste time and money for appliances that were being delivered a week later because they "couldn't" switch the order in the computer prior to delivery. Also, they could not refund my $250 in gift cards, they would have to send me brand new ones, so I would not have them available when I switched the order.

So after my husband calling and creating a big stink to switch the order before delivery, they finally did it. I waited and waited for the gift cards and they sent them to our old address via UPS, even though I updated the address along with the new appliance order. I had to call claims three times, where they made me fax them a utility bill to confirm my new address before they would send me the replacement gift card. I FINALLY received it right before Thanksgiving and went to use it toward my credit card bill and now they tell me I can't use a gift card to pay toward the balance on my Sears card, that I needed to use it towards the purchase of goods. I said "IT WAS TOWARDS THE PURCHASE OF GOODS!" I gave her my whole story and she just kept repeating, "I'm sorry ma'mm, I'm sorry ma'mm" so I closed my credit card because I will not continue to give Sears my business.

Finally, this week I used the gift card to purchase a few Christmas presents because I need to use the gift card to I can sever my relationship with this awful company. ?Thank you for your false advertising Sears. Ordering things where shipping is GUARANTEED by Christmas Eve, but I paid extra to insure it would be here by 12/23 is completely false. I received the towels I don't even really care about, but the sheets and fit bit that were GUARANTEED by the 24th will now be here on the 29th. Thanks for refunding my shipping, but that pales in comparison to the fact that I now have two people that will not receive their gifts on Christmas. Rest assured Sears, I will never give you my money again....Target, Amazon and Best Buy just got a little richer."

"I bought a washer and within 4 months of normal use it stopped working. It had been over a week and still can't get them to send some one out to fix it. Spent countless hours on the phone with short rude people that only can say there is nothing we can do. They even hung up on me. I will never go back to sears. I do have some craftsmen tools that I will be giving away just so I don't have the sears name in my house. "

"Sears has the ABSOLUTE WORST CUSTOMER SERVICE! SEARS REFUSES TO HONOR ITS WARRANTY! We bought a CRAFTSMAN tractor from Sears on sale. After problems, a Sears tech determined that the transmission had never been bolted in by Craftsman and it could not be fixed. It was under manufacture warranty but Sears refused to fix it or replace it. Sears wanted us to pay more money to buy a comparable tractor. DO NOT BUY FROM SEARS OR CRAFTSMAN PRODUCTS! SEARS' WARRANTY IS NO GOOD! Had to go to the BBB to get any response from Sears!"

"Do not buy a treadmill from sears. They offer in writing a 25 year warranty on the Drive Motor but do not honor the warranty unless you pay their technician a service call fee. My treadmill motor went bad after 5 years (sounds like a 757 taking off). I called their customer service to request a new motor (I can install it). I let them listen to it over the phone. They said a technician had to analyze the motor at my expense. It would cost me a minimum of $100 for them to send a technician to my home. Even with a defective motor under warranty they could not tell me what the maximum cost would be for the service call. Never again Sears!!!"