"Easily one of the worst retail experiences I have ever had. We ordered a washer/dryer with all of the necessary attachments online and had install/delivery included. At least the delivery men showed up nearly on time. That was the only positive part of the experience, however. Here is a rundown of the rest:

- The delivery personnel practically refused to install the washer/dryer since their order record was different than what we placed originally.
-Parts that we paid for were missing so they could not install the steam kit for the dryer.
-Our washer was noticeably dented from a delivery man climbing over it.
-I called customer service to request the missing parts as suggested by the delivery men. Customer service voluntarily offered a decent credit amount to make up for the mixup in the parts.
-The parts were delivered about five days later, but one small part was still missing.
-I happened to be nearby a Sears and stopped in to ask for the part at the suggestion of the second set of delivery men. The Sears employees, most of whom were just standing around, were practically worthless. In the end, they put me on the line with customer service where I spent 20 minutes waiting until the correct part was finally ordered to be mailed to me.
-The part did finally arrive but the credit originally offered never showed up.
-I called customer service to inquire about the credit and they claimed no record of such a credit existed. They refused to honor the credit.

In the only moment of me displaying any sort of discontent with the order, I told the manager, Veronica, who refused the credit, that she should enjoy her job for the little time she has left. Sears simply will not be around much longer...I have not mentioned the many inefficiencies I observed throughout this experience. It is too bad too, because they used to be better than this."

"Sears has the worst product and customer support that I have ever encountered. I have a Craftsman riding mower and needed repairs. I called to schedule a home visit, but was told next available appointment was 5 weeks out. I decided to accept it and was told a service person would arrive between 1:00 and 5:00 pm and the minimum cost would be $135. I took off work and waited between 1:00 and 5:00 and no one showed up or called me. I called Sears at 5:00 and was told the service person was running late but would be there. At 6:30 pm, I received a call from a serviceman and he said he was not going to make it.
I called Sears the next day and told them what happened. I asked them to schedule someone in the next couple of days because I needed my mower fixed. I was told I would just have to schedule a new appointment and it would again be over 1 month before someone was available. I spent over 1 hour on the phone trying to contact a manager to resolve the problem. I never got to speak to a manager, and was simply “bounced” from one department to another. Every single person I spoke with was rude and condescending. In spite of the fact that the entire problem was that Sears never showed up or contacted me during the 4 hour repair window, everyone I talked to was incredibly unprofessional. These people were actually being antagonistic towards me. It is by far the worst customer service I have ever encountered. I will never purchase another Sears product.
By the way, after giving up on Sears, I contacted a local lawnmower repair service. They picked up the mower, fixed it and dropped it off for $90. They could not have been any nicer or more professional. Shop local and stay away from Sears, they are horrible."

"HORRIBLE customer experience and company! Recently, I placed an online order for a pair of sandals. I received my order, with ONE sandal. I called the customer service number for help regarding this matter. I first spoke with Toni, who informed me to return the shoe, not shoes as there was only one, to my local store. I had payed for online delivery for convenience; it was NOT an option for me to drive out of my way to return this item. I was then informed by Toni that the item was no longer in stock. This item can still be ordered online, therefore, the item IS still available. After receiving unsatisfactory results with Toni, and after an excessive hold time, I was connect to Supervisor Cindy. Cindy was helpful and the picture of customer service. She was horrified by the mistakes committed. She explained their call tag procedures but stated that this would be unnecessary, as it was their mistake. She informed me that a replacement pair of sandals would be sent to me, therefore further invalidating Toni's claim that the item was out of stock. She was kind, professional, and helpful. This morning I received an email with call tag information and was told that this item needed to be returned. This was NOT what I was told by Cindy last night so I went online to use the "clicked to chat" option as I did not want to hold for another hour. I was connected with Kelly. Kelly informed me that a refund would only be possible until after my "shoe" was returned, therefore, tying up my credit with Sears. I was then informed that a replacement pair of sandals would only be possible after I placed a new order. She offered me a $10 discount and free shipping but I was unwilling to provide my credit card number as I now had a HUGE distrust in Sears. This would cause me to essentially be billed TWICE until they deemed it acceptable to issue my full refund. This afternoon, I called Sears' corporate office and spoke with case manager Ralph. I was once again informed that there was no recourse for this experience until I provided my credit card number for a replacement order. Case managers feels that its ok to play with ones credit. No one within Sears is willing to accept responsibility for this error nor willing to uphold the promises made by Cindy."

"On April 27, 2014 I placed an order online for a gas range and dishwasher. Delivery set for June 5. On the 4th I receive an automated call saying my appliances are delayed. I call the number provided and they are SO sorry for the delay. "Let's set up a new delivery date" June 12th was decided. That was delay #1.
Delay #2 occurred in June 10. Same thing..automated call telling me of delay.. then I have to call them back... so sorry .. understand my frustration.. new date. June 15th
Delay #3. On June 15th another automated message and there is a delay.. AGAIN! I call them.. again.. so sorry.. understand frustration..blah blah She PROMISES delivery will be June 24..
Delay #4 I am contacted on 24th and delayed again. so sorry blah blah..Why do I believe these people? .. because I trusted (past tense) sears. I am 'bumped up' to customer service,he says he will take care of this personally.. offers possible compensation, will contact me in 24 hrs.. please give sears another try.. fine.ok. Another new deliver day, July 1. but this is the LAST time. I get no word from him in the 24 hrs he promised.
Delay #5 June 29. Another automated message, another delivery 'delay'. I called and was theoretically 'bumped' up again.. He tried to convince me to give sears another try. There was NO reason for me to give sears another try after 5 failed delivery dates. I have waited over a month with no kitchen because of their promises. PLUS all he could do was contact someone by EMAIL.. no phone contact.. and I was supposed to wait 24 - 48 hrs just to find out if my appliances are available!

excuse me?!?

NEVER AGAIN
If the appliances.. and yes they say the issue is with both not just one.. if sears does not have the merchandise be honest and tell the customer instead of keeping my money as an interest free loan

Was my issue resolved? yes, I canceled my order
"

"I tried to purchase a grill today. It was being sold for $332. I had a coupon for $35 off $300, it wasn't working. So I called in and they said it wouldn't work because the grill was on sale as a 'hot buy'... No where anywhere did it state this. (That was my first red flag...) Anyways, my husband and I decided to purchase the grill. I went through the whole purchase process with PayPal, then was told that I couldn't purchase the selected item with PayPal... (Red flag number two.) So, at this point I realize I need to just go to the store to buy and be done with it. So I call the store in Ashland MA (the store I was going to pick it up at to begin with) and I speak with Rebecca (or Beck as she said when she answered the phone). I asked her how much the grill was in store, she said it was $349 but she pulled it up online and would honor that price of $332 if I picked it up tonight. I said I would go right down and she said she would print out the page for me. I then asked her how this grill was packaged... Was it assembled or in a box? She told me it was in a box. So I'm excited and we go........... We drive the 45 minutes through traffic to get to that sears in Ashland. When we finally get there, we walk in, a girl says 'hello', I say 'hello, Rebecca?' She says 'yes, follow me we have a problem'... So she grabs a piece of paper and goes running outside, my husband and I follow her.. She says the grill is assembled and they don't have one in a box... I said that I called to make sure it wasn't assembled because I drive a ford focus and the grill assembled wouldn't fit.. She said that she didn't look, the computer said they had three so she assumed it would be boxed..... Like really?!?!??? Are you kidding me??? I called to ask a question so I didn't waste my time and gas driving out there for nothing, and I still waste my time and money driving out there for nothing?!?!??????????? At this time I'm getting angry. She says 'they don't even make this grill anymore so we can't even deliver it to you or anything. These are the last ones anywhere around.' And I called her out on that because online also shows the quantities available of other stores.... So I said 'that's not true, Chelmsford has 7, and I believe it was whitensville or something that had 3'... She didn't know what to say then and just walked away from us back into the store... (Red flags number three, four, five...)

This is the most ridiculous experience I have ever had dealing with a store. I mean I know a lot of people don't care about their jobs, but when they start ruining shopping experiences for customers, that's ones step too far. This whole situation could have been changed if she had just originally went and checked if the grill was boxed... A bad customer experience horrible for advertising, negative word of mouth spreads faster than the good stuff....... I worked in retail for 8 years and would never lie to a customer, because I was then defacing the company I worked for. But apparently Sears employees don't care about the company they represent, and Sears as a company doesn't care about themselves because they employ these people... Everything about this situation was wrong."

"Ordered 5 items in total since March 2014. I have never encountered any problems. One of the items is even from their marketplace vendors and it was shipped without any issue."

"I certainly wish I had read reviews before buying at Sears.com. Twenty-five years ago I swore I would never again shop at Sears. I had had terrible customer service. A couple of weeks ago I decided to again give Sears a try. It was even worse than it was 25 years ago. I ordered a size 8 shoe, and received size 6. Sears never assumes responsibility for anything, and they are ultimately responsible for what they have on their website.

NEVER buy at Sears. Sears allegedly emailed its "marketplace merchant" three times with no response. Sears kept stalling. I finally had to find their "marketplace merchant" through EBAY to reach someone who would help. ShoeMetro called me today and gave me pre-paid return label. They also said Sears never emailed them as claimed. I believe it.

A cold day in hell would not be enough to get me to shop again at any Sears store, online or brick & mortar."

"I ordered an item from Sears.com on March 19th and it is June 9th and I still have not receieved it. My credit card was immediatly charged, but I have been unsuccessful in having sears help me at all with this. Each time I've contacted them they've transferred me to Tool Box Supply (where they get the product). After almost 3 months, Tool Box Supply finally said that Sears would refund me in 3-5 days, but he was not able to give me any confirmation. I will not use or recommend Sears.com or Tool Box Supply in the future."

"I placed an order on 05/11/2014 for a storage shed however, Sears does not have record of the transaction but, my credit card has been charged. I founded many comments on http://www.vcharges.com/xsearch?search=sears"

"I ordered a crib mattress on April 16th and received a confirmation that I would receive it on April 28th. On April 23rd Sears informed me by email that my order has been cancelled. I called Sears twice and re-ordered the item again on April 26th and 28th . It was supposed to receive the Mattress on May 10th. I called tonight (May 6th) to check the status of my order and heard that the order has been voided for second time. I just wasted my time. I have sent them an email to them and waiting for their explanation."

"This company has HORRIBLE customer service. They take money AFTER you cancel an order and then only give you half of your refund after 3-5 business days! To get the rest of your refund you need to call and get hung up on several times, spend hours on hold, and speak to countless managers. Then you need to wait up to 7 business days to receive the rest of the money they told you would never be taken out of your account. STAY AWAY FROM SEARS!"

"Buyer Beware -- Sears web pages did NOT describe accurately a mattress I purchased online. The mattress was supposed to be firm and 13" in height. Instead I received a soft bed, 10" in height. The refund policy web page states to call a certain number and you will be given a claim #. I call that phone number and I was told to call another number. The lady was nice but I was told that they do not give claim numbers, I was to use the order number. I was then put on hold for a pickup time for 45 minutes when my phone battery went dead. I recalled and the man that answered gave me a hard time. Among other things, he told me that I would have to pay a delivery charge for the pickup of the mattress I wanted returned. I said I would not. Finally he transferred to another person whose phone number was the first number I called. She tried to talk me out of returning the mattress, I refused and press that I had spent over an hour trying to make the return and did not want to waste any more time. I was told they would pick up the mattress the next day, Sunday, and would get a call tonight for the two-hour window for delivery. Plus, I had to wait 4 to 5 days after they received the mattress for the refund. I informed them I went to church in the morning and her response was, "If the delivery time was not acceptable to me I would have to call them back." So after all this I went and checked the order status. Sometime after I purchase the mattress, Sears placed on my “order page” that the mattress was not returnable. Thankfully, I have a habit of printing out all the pages of my purchase, even the shopping cart and order page which prove that I was not informed that the mattress was not returnable. "

"I purchased a hot water tank and a furnace in the spring of 2012, New Year's Eve 2013 we had a cold spell and furnace went out. Third party hired by Sears got it up and running but we had to wait till mid April to have it installed again by third party service, during this visit the tech did something that shut down our hot water tank. The following morning we noticed no hot water, made the call to sears and explained the issue, we were soon after contacted by the third party outfit whom then told me of a $250.00 service charge, at this point I explained that it was to rectify a problem they had cause and that I felt I should not be charged. The lady said she understood and would call Susan the Sears rep back and sort it out. At 4:30 I again tried to contact sears as I had heard nothing back and with this being a Saturday time was running out. The rep I was able to speak to, after one dropped call, told me that the first rep cancelled my call for refusal to pay and did not inform me of this which left us with no hot water till at least Monday at this point. Now I was quite agitated but Omar ensured me that they would everything to make things right. On Sunday I was able to, with the help of the internet, get my hot water heater going. Well Monday came and went by Thursday I felt I should call to find out if they still thought I was without hot water, the Manager I spoke with informed that she did not have to "put up the likes of me" and hung up. I then made a call to Sears head office in Toronto where my complaint was taken and I was told that I would hear back in 24 hrs, now this was all on Thursday by the following Tuesday I felt I had waited long enough and called head office again, at this point all records of my earlier dealings were nowhere to be found on the computers"

"My worst online shopping experience ever. At first I was happy because I bought Ninja blender for a good price and also was able to use a coupon. When I received an email that my order was sent, I frequently checked UPS for tracking updates. The day when It was supposed to be delivered to my house I tracked it again and found that my order was already in my city but the seller requested UPS to send it back . Why? That's what I would like to know. Of course there was no information /explanation from Sears whatsoever. Today is April 25, my order was placed on April 15 and now tracking status says It was delivered to MEDIA, PA and left at the front desk. The package was signed by MCKAY. Still not a single word from SEARS. I tried to contact costumer service. The girl from costumer service spoke only two sentences " you are going to get you money back within 5 business days" and asked to send me a new product she said they won't do because " it is company policy" and when I asked more questions she simply hung up on me. I am a costumer who paid for order and my order was stolen from me by Sears. If there was any problem with the package WHY they didn't contact me and explain or apologize. Any other store (e.g. Amazon) would immediately send me a new product. Now I'm waiting for my money back. Even though it was not my fault I'm being punished. Is it lawful to hold someone's money like that? I WILL NEVER EVER BUY FROM SEARS AGAIN AND I RECCOMEND THAT EVRYONE DOES THE SAME. "

"I should have read all the bad reviews before I did business on Sears.com. First I ordered 2 sets of bedsheets -- only one showed up. When I contacted Sears.com they blamed it on their vendor and absolved themselves of responsibility, even though I ordered it through Sears.com. Now I ordered replacement parts for a Sears lawnmower. My mistake -- I ordered parts for the mower I used to own, not what I own now. But Sears reneged on their web site statement that I could return the parts at any Sears. And once again Sears' vendor refuses to provide info on returns and Sears absolves itself of responsibility. Fool me once, shame on you -- fool me twice shame on me. Don't be a fool and do business with Sears."