“Sears Appliances department is extremely unscrupulous. I ordered back in 2017. I bought all my oven for my kitchen in Sears. I paid 5 -year full replacement warranty. I had problem with my Oven -6 months after I installed . Contacted their customer support, to send a technician to check on the issue but they never responded back . They used to transfer me from one department to the other one. They escalated my case and send my information to different departments and then I never hear from them. I wasn’t able to replace or fix my refrigerator. I called another company to fix it and I from my pocket.”
“I ordered a refrigerator from sears.com on July 8, 2021. I ordered the particular model I did because it said it was in stock, and gave me a delivery date in early August. Unfortunately, the delivery was delayed 3 times due to them not actually having the refrigerator in stock! We are now on our 4th delivery date, and I received both a call from a human being, as well as an automated call yesterday to confirm the delivery for today. The delivery window provided was between 9:30 and 11:30. At 4:30p, after waiting around all day and not hearing a word, I called the sears appliance delivery service number. The gentleman tried to call the delivery team, told me he was unable to reach them (he said it was most likely because they were "busy with a delivery"), and told me to call again if I hadn't heard anything in an hour or two. I called again at 6:30p, spoke to another gentleman, who then called the warehouse and was told that they didn't have the refrigerator, and that they would contact me to reschedule.
Okay, so a real person called me and CONFIRMED my delivery the day before - if they didn't have the refrigerator, why did that happen. And then, if they didn't have the refrigerator, why did I not find out about it until 6:30p after I CALLED THEM, when my delivery window was 9:30-11:30??? There is no explanation for this except gross incompetence. Needless to say, I have now requested a full refund from sears, and I will certainly not be doing business with them in the future. I would advise anyone reading this to do the same.”
“Purchased a new Kenmore washing machine on 1/01/2021. After 7 months of very light use , in August 2021 the machine broke (stopped agitating). I called for service and was told the earliest time would 9/13/2021, which was over 3 weeks away. So we used the laundromat for 3 weeks. On 9/13 the technician fixed the problem. The problem reoccurred, rendering the machine useless on 9/23/2021. I called that day to schedule a 2nd repair, and was told the appointment would be 9/27/2021 (the following Monday). Then I got the auto confirmation indicating 10/27/2021, which is 4 weeks from my 2nd call, and 2.5 MONTHS since the machine broke down. In other words, at this point, the machine will be broken for at-least 20% of the 1 year warranty period. I called to escalate my case, and get someone to come sooner and Sears Home Services hung up on me. Never buy anything from Sears. Never buy a Kenmore. Never trust anyone from Sears Home Services. They are all untrustworthy grifter companies.”
“I can see why Kmart and Sears went/are going out of business! My experience with both the corporate and “home town store” is the WORST customer service experience of my ENTIRE LIFE! I paid over $900 for a washer and dryer along with another $100 in delivery, installation, and parts from sears.com. After waiting for a month, I am told “the home town store” will not install the machine because of COVID. I have resorted to writing a certified letter after calling the corporate customer service phone number for weeks now asking for a refund. My understanding of what I have been told is that the customer service representatives do not have the power to issue refunds.
Just in case Sears tries to claim the $70 fee constitutes exclusively a delivery charge, as a few of the representatives of Kmart Sears have argued when I called Kmart Sears Customer Service, I took screenshots of what the “Delivery and Basic Hookup” entailed according to sears.com. This included, but is not limited to, "attaching washer legs and provide consumer literature,” “connecting washer to the conforming hot and cold-water supply," "level[ing] the washer and connect the drain hose," and even "test[ing] your new washer to ensure it performs properly." Unfortunately, the agent performed none of these tasks Sears promised me at the time of purchase. Furthermore, I bought a $22 dollar hose that the website “required for installation;” I would not have bought said hose but for the promise that Sears would install My Washer and Dryer.
After looking for weeks, I finally found someone to install my washer and dryer for a fee outside of the $70 I paid Sears. While this repair man installed the washer no problem, the dryer was missing parts. I asked the repairman to write down what I needed and took that to the “home town store.” After my first visit, “the home town store” staff sent me back needing information that, in my opinion, they did not articulate very well. Luckily, my repairman agreed to go to the store and talk electrical jargon with them.
While I sat in my car outside the store waiting for the repairman so we could entire the store together, a man who works at “the home town” store knocked on my window, made a comment that I perceived as accusing me of theft, and gave me the same trite remarks about not being able to help me. Once the repairman arrived, we went into the store. The same man from before spent several minutes looking in the back for something and returned telling me he did not have the part. I asked him if he could order the part, and he made a suggestion that I was out of line. I left, before I actually committed misconduct, exclaiming that I am done with this whole process.`
The entire time this is going on, the man that I am 99.9% sure is the manager of the “home town store” is sitting in a recliner chair acting like a child with other people. I was tempted to record them, but they looked like junior high kids cutting up and having a good time. Luckily, the repairman found all the parts and installed the product for me; I consider him a blessing from the good Lord!
Although there are two sides to every story, I wish I would have bought from Home Depot!”
“Well, all we can say is that Sears is a dying entity. Slowly, they're degrading in customer service to inaccessible website to finally torturous ordering process.
Today their website added some cookies popup which caused their website to be inaccessible.
Calling their customer service to change an order, you get to talk to someone from India where you can't understand what they're saying. In addition to that, their phone is like on 12k modem.
We placed an order a fridge a few weeks ago and last week we tried to order the same fridge for another site of our business. Then Sears go stupid and bonkers as it sent us an email to do some verification. After numerous attempts to call the number provided by the email they sent to verify the order, we find got through but it was ridiculous as the guy from India keeps breaking in and out on the phone, the phone was full of static, and he kept asking all sorts of questions that was not related to what was already filled out online. They asked us for the company name (which wasn't on the order online), bank name, etc
I was like why are you asking all that and the guy stopped and made the order as 'verified'. So beware of scammers from India call centers that Sears are outsourcing.
After wasting nearly an hour on the phone, it got nowhere as we cannot place the order, got locked out of account due to website not taking our saved password, website was grayed out from the cookies opt out plugin they recently implemented - we got fed up and decided to not order from Sears no more. Lets go Costco instead. Hurray and BYE BYE SEARS.”
“So they use third party vendors which are very unreliable. I've been waiting for a package that I ordered on the 1st of August which was supposed to be delivered by the 10th and never showed. After calling them 3 times I've been told that I will receive my shoes(which I need for a trip I'm leaving for on the 22nd) by the 26th. So you have to wait about a month to receive things. And every time I call they just tell me that they will escalate it, but offer no substantial solution. The customer service and reliability are obviously no good.”
“I bought a large refrigerator kenmore from sears on April 29 of 2020 and I started having problems with it about May of this year, it got worse and food I called sears on 4/29/21, They scheduled a diagnosis on August 12 for a refrigerator repair, i had to buy a cheaper fridge just to wait, they told me manaufacture warranty would cover, guy who came here said it would cost too much to repair and to say we told him not to look at at for the cost of diagnosis, this is not the first big purchase that i had to go to battle with Sears over! Don’t shop here!!”
“Sears never delivered on the set delivery date. Worst, they are the ones that kept on sending me the: "1 day until delivery, 2 days until delivery, promise to deliver between 6pm to, etc., When I called every single Customer Service Representative & online Chat & with the company I was financing through would say: "This is an attempt to collect a debt..." Please, I am a CSR, too. Be sensitive! What you read must make sense_How are you going to read me a disclosure of a debt you are collecting on if you have not even delivered the item?! WT...I have food roting_I am a poor person. I am glad you have a work from Home job! Isn't it nice? You can not do much but listen to my rant. Glad you have a job_we need those in America! So, Sears just sales and does not deliver or take any responsability for anything else but collecting_even through any finance CSR companies_"No, we can not contact the Driver_A supervisor takes 24hrs to 3 days, Again this call is being monitored and recorded _it is an attempt to collect a debt_Wt...How can you collect on an item you have not delivered? What the...”
“Absolutely love my dryer, absolutely hate the install/delivery team. Not only did they do a extremely unprofessional job placing my dryer basically in the middle of the room they also scuffed my walls when they kicked off the wall to slide the dryer across my brand new floor. Worst delivery ever, so now I have a newly remodeled $5,000 laundry room with scuffed walls and scratches floors. Never never never will I shop Sears again”
“Didn’t receive my clothes dryer on date promise July 27
Call three times
2 times on hold 30 and 19 minutes spoke with person placed on hold then disconnect
3rd time requested supervisor not available and 24-48 hours turnaround times
Asked to reschedule Saturday 7/31
Not acceptable”
“Purchase a clothes dryer that was for delivery 7/27/21 between 5:30pm and 7:30pm and never came. I called 3 times. The first call I was on hold for 30 minutes and after speaking with someone I was placed on hold and eventually a disconnect. The second call on hold 19 minutes and the same thing happened. The third call I asked for a supervisor and informed none available and they would call me in 24-48 hours. I was told that I could have my delivery for Saturday July 31. This was not acceptable and left me quite annoyed. It would’ve been more acceptable if I had received a call from Sears explaining delay with delivery. They have lost me as a customer!!”
“Waited 2.5 months and wasted a lot of time talking to the customer service rep, I still don’t get the mattress I ordered. I need to cancel it and move on to get the mattress I need. But the “cancel” button on the order detail web page does not work, and talking to customer service does not help. can anyone help me to cancel the item?. Anybody Please help. .”
“Ordered a refrigerator and the order was cancelled same day bc it wasnt available until august. It's going on 3 weeks now and I still dont have my money back!”
“The service under warranty is nonexistent. They schedule a service and don't show up. They don't even call just automatically rescheduled 3 weeks later and still didn't show up or call.”
“We purchased a Kenmore over-the-range microwave. It didn't last 3 years before it kept shorting out, after it was out of warranty. It was repaired once (a blown fuse) but then a few weeks later, shorted out again. It would be neary $700 to repair it. So, we bought another brand at another store, but that didn't fit. So, went back to Sears.com to get a new version of the previous one. Bought on a Tuesday, was promised delivery/installation on a Thursday, that day came and went with no call and no delivery/install, and when I called, they said it would be at least two business days before they could call with a new estimated delivery date. It's no wonder this pathetic outfit is going out of business. Customer Service is outsourced to India, with no option to reach a U.S. supervisor or escalate the horrible service. AVOID!”
“Made appointment for repair part did not show up after waiting two weeks. Had to wait. Part came two days later. Now I have to wait another two weeks for someone to come install. That put washer down for over a month. Why should I have to wait because part wasn’t here when they scheduled return appointment. Will never use repair service again.”
“I have to give 1 star because there isn't a more negative rating. The return process is very difficult. All communications were by emails that include "error" link for returns, no phone number to call. I called my credit card & was finally given a number. The Sears agent kept repeating: "you must follow the process instructed in the email," which I already did multiple times before contacting my credit card. Lesson learned: Sears.com is not a reliable retailer, makes returning process extremely difficult & time-consuming. I will stay with Amazon from now on.”
