Sears reviews

Sears reviews

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1.4
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THE WORST CUSTOMER SERVICE I’VE EVER EXPERIENCED IN LIFE

DISCLAIMER: This post is lengthy but it’s a must read if you consider doing business with Sears.
I’ve conducted business with multiple companies and contractors in my life’s time but Sears Home Improvement department in Washington DC is by far the worst company on the face of this planet. I wanted to replace my bath tub, change out the shower head, water nozzle/handles and fix the loose shower piping. I should have shopped around or read the reviews before decided to choose Sears for the job but I thought because they are a large chain I should be safe. This was one of the biggest mistakes of my life. When the Home Improvement sales rep came to my house (14 Feb 14), he of course told me everything I wanted to hear but everything we discussed was included in my contract. He told me someone should contact me in about 2 weeks to schedule an install date. I went out of town but prior to leaving, I informed Sears that I would be gone (Mar 4th-11th); I told them to contact me when I returned and the female rep concurred. While I was out of town I received 4 phone calls (3 from a female and 1 from a male) from Sears trying to schedule me an install date; each time I told them I was out of town. I gave them my return date and asked them to contact me when I got back; each time they concurred. I even received e-mails from the Project Manager about scheduling a date. I informed him again that I was out of town but when I returned, he could give me a call so we could schedule a date and he concurred. Once I got back in town I didn’t hear from Sears at all. I sent multiple e-mails to the Project Manager and he never responded. I used the phone log given to me by the sales rep to try and reach someone in a “positions of power” but no one ever called back. I left several messages for the Project Manager, Area Production Manager and District Sales Manager and still, no response. Final, one day after calling the main number, I was passed through to the Area Production Manager. He scheduled my installation for the 7th and 8th of Apr (almost a month after I arrived back in town) and he told me the installer should arrive between 8-10 am. I am military so I had to request leave time off. The morning of Apr 7th, I didn’t hear from Sears; 11:16 rolled around and still no installer and no phone call from Sears. I decide to call them using the number the Area Production Managers provided me in the e-mail he sent with the install dates and that turned out to be a bogus number; that number was to the Sears Baltimore office. A Project Manager form the Baltimore office was nice enough to forward me to Area Production Managers in DC. When I explained my situation, he put me on hold to go speak with the Project Manager. When he returned he told me the Project Manager informed him that he called me the night prior (6 Apr) to let me know the installer would not be coming out Apr 7th. At this point I’m way beyond livid because I never received a call from anyone at Sears and there number was not in my phone log. I explained this to the Area Production Manager and he put me on hold again so he could get the Project Manager (PM). When the (PM) got on the phone he said he called me the morning of (7 Apr) at 8:30 informing me that an installer could not make it out to my residence (he gave me a bogus excuse). I informed him that he was lying, I keep my phone with me 24/7 and I did not receive a call from him. The Project Manager (PM) proceeds to tell me he did leave a voice mail; after further discussion he said maybe he left a message at the wrong number. I told him I could not take an additional day off and whatever was going to take them 2 days to complete needed to take 1 because I could not take off another day; the PM concurred. He also agreed to reimburse me for my troubles. The morning of Apr 8th I receive a call from the Project Manager and installer; they said they wanted to clarify what I was having done so they could ensure they had all supplies ready for the job. The Project Manager also told me he would e-mail me his personal number and if I needed anything to call his cell. When the installer arrived he was alone and he apologized for not showing up yesterday. He explained why he was a no show (his story was different from the PM’s story). He started working but he asked if I had grout for the tile; I told him the sales rep didn’t tell me I needed to provide grout; my contract told me I had to supply tile and Sears would provide the rest. Luckily I had left over grout. As the day went by, I asked the installer what would make a 2 day job a 1 day job and he said “tile”. I asked him to explain and he said he would have to apply the tile, let it set and come back the following day to do the grout. He also said “judging from how much work he had left, he would have more work than grout to do tomorrow (9 Apr). I told him ok, I will call the Project Manager because I specifically explained to him that I could not take another day with this short notice (military life does not operate like civilian life); I can’t take a sick day. I tried to call the Project Manager (on his so called personal cell number) and could not reach him/no answer. I called the Area Production Managers (APM’s) number again and it sent me to the Baltimore number “again” and they gave me what was supposed to be the APM’s direct number. When I called that number, an automated voice said the number has been disconnected. I call the main number to ask for the APM and I was told by the receptionist that he was on vacation; I then asked to be transferred to District Sales Manager. When she answered, I told her I left 3 phone messages for her in the past and she replied by saying “I never received them”. I explain the whole horrid situation to her and she said she would contact the Area Production Managers (APM’s) to find out what’s going on and she would contact me back. I waited for an hour and did not hear back from her so I called her again. She told me she was waiting for a response from the APM and PM; she also gave me her contact number and said after the work is done tomorrow to contact her instead of the APM. I went upstairs to ask the installer if he heard from the Project Manager (PM) and he said yes; the PM called him about an hour ago asking if he ever arrived to my house; apparently the PM was under the impression that the installer never showed today??????? This project is still on going and I will repost tomorrow with an outcome. I’m warning you “Do not “EVER” conduct business with Sears”. They are the worst company you could ever hire to do work in your home. Signing a contract with Sears is like signing a contract with the devil. Once you sign your name on the dotted line of the contract and the honeymoon phase of seeing a sales rep and them promising you the world is over, you are stuck in HELL. You can’t make a phone call to heaven because no one answers their personal phones and the main line may direct you to another corner of hell.
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Poor Customer Service EVER!

I purchased a lawn mower about 9 months ago from sears here in Houston Tx, along with a warranty. The lawn mower was taken into the repair center on March 8 2014, and I was told it would be repaired within 15 days (for a broken wheel). As of today April 8 2014 (30 days later) my lawn mower is still in the repair center. I have gone to the store three times and all I have gotton is the run around and lies about my lawn mower. I called and spoke with the manger on duty today and he said he would look into the matter and that he would call me back. As a long time customer of Sears, what good is it to purchase a warranty for there items if there not going to honor them. All i want is my lawn mower fixed or a new one! This is totally unacceptable for customer service and I will most likely discontinue doing business with Sears in the future.
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Horrible customer service

I bought a freezer last July ,we had it delivered from the Sears store in Hobbs nm .they explained to us to let it sit plugged in for 72 hours before we could use it,we'll it never worked.they came to check on it they said it was the compresor ,I never heard from them again!i we have been trying to contact sears and all they have been doing is sending me to leave measages I havent been able to speak to anyone and it's very upsetting.they are quick to charge but not to give satisfactory service.i either need to get it replaced with a new one or get my money back! It's going to be a year in July and I still can't use it ! It's ridiculous!
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Horrible horrible horrible!

My husband and I decided to remodel our kitchen so with that being said we wanted to replace our cooktop and decided to go with sears having previously dealt with them they have been a very good company. So I ordered an induction cooktop went to check out online and it says this product is no longer available, so we go back to the page and look for a different one order it and within 3 days we receive an email stating it was no longer available and our refund of 900 dollars would be refunded with 4-6 business days it was then 2 weeks from then and no refund so we order another cooktop for 1000 dollars that was shipped to our house we open it to have the whole top shattered. So I call sears back and sit on the phone for 2 plus hours to have them say they best they could offer was 100 off a future cooktop priced over 2,000. I was furious, so we try to place an order over the phone with the manager and while placing it someone bought the last one and it says SOLD OUT! Again. It had since been 3 weeks I still have not received my refund from either cook top I had to purchase another cooktop for 1,999. So Sears emails us and says someone from ups will be to my house within 4 days to pick it up. Doesn't give a time...day....nothing. So they show up of coarse while we aren't home and leave a notice stating they will try again the next day between 9-3...I'm sorry but we are a working household like many and I can't be home during the week 9-3 and I stated that. Well because we weren't home and they stopped they did their final attempt and now I'm on the phone arguing with ups stating this is not an issue I should have to deal with. It is not my fault I received a smashed cooktop and shouldn't have to pay to send it back nor will I
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Worst experience ever

I called to verify why my credit card has not arrived yet. Since I moved I wanted to make sure it was not lost. They asked me my password, and then they claimed I gave them a bad password: it's my birthdate...so I suppose I know it well. With high probability, the 1st idiot I talked with typed it wrong. Result: I have to send them a letter with request to reset my password and change my address. The 2nd person I talked to was very rude and tried to make me feel stupid since I "forgot" my password. I'll claim my points, pay off credit card and will never buy there again
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Sear delivery is GHETTO and rude

Had a few horrible experiences with Sears orders - just in the past month.
1) Ordered a range fan from store - came in wrong color
2) Ordered extra range cords and dishwasher tube - never came
3) Asked for refund for #2, was told warehouse would contact me - never happened
4) Asked again for refund, was told to go to physical store
5) Asked physical store for refund, they said it's happening - still has not happened
6) Had a repairman inspect new range - no call ahead of time as promised, buzzer rang and he left within 30 seconds to go do another delivery, sears delivery warehouse was rude about, the actual delivery guy said he called multiple times - but never left a message? I said that I'd show him my missed calls on my phone and he couldn't make eye contact.
7) I was hung up on by another delivery warehouse guy on the phone
8) The whole system is rather embarrassing.
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Hold Sears accountable for CONSISTENT QUALITY CUSTOMER SERVICE

My experience today at Sears was not good due to bad customer service by one of it's employees. The employee clearly does not believe there will be any consequences for how a customer is treated. It's important that Sears shows every customer quality customer service regardless of race, gender or anything else.
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DO NOT MAKE A BIG PURCHASE USING SEARS ONLINE, THEY FROZE MY CREDIT CARD.

I would never buy anything from Sears online. Sears called me and told me the delivery date for my refrigerator and time was confirmed. I took the day off work to wait for them and they never called or showed up so I lost a full days pay. When I called them they told me they suspected credit card fraud and that they had called my bank to put my credit card under investigation. I called my bank and they said they froze my credit card because Sears had told them they had suspected fraudulent use of my card. Because of that I had to go to my bank and stop the hold Sears had placed on my Credit card so I could use it again. My bank told me that I would have to wait until they mailed me another credit card before I could use it again. ALL THIS MESS WAS CAUSED BY SEARS. I own a small business and the credit card I used was my business credit card and when Sears found out they were not delivering the fridge to my business but to a residential address they suspected fraud and called the credit card company and my card was frozen and had to be re-issued. Neither Sears nor Visa called me and asked me anything. After that I went to Home Depot and purchased the same refrigerator on one of my other credit cards for less $$ and they delivered with no problem. SEARS AND VISA SHOULD HAVE CALLED ME, THEIR CUSTOMER AND I COULD HAVE TOLD THEM MY HOME ADDRESS IS NOT MY OFFICE ADDRESS.
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Nothing but a headache

I placed an online order for a peruvian hat, no issues there in completing the order. Got the order in a timely manor... Opened the package and why hello beanie hat that is nothing like I ordered. I called customer service. Got a refund which I got back in a few days, had placed another order for the same peruvian hat. I was told that it was in stocked and being shipped out. Should be there on the 15th of Feb. Even got a an email saying it was shipped. That day came and went, called customer support again. Was told that item was out stock and an refund was going to be issued. I finally got an email 5 days after the item was suppose to be here and two days after talking to customer support. A refund was suppose to be issued, the whole time period it takes for a refund to show up came and went. Called customer support again, had them look into it and sent out another request for a refund. Still waiting to see what happens with that. But my hopes are not high at this point.
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HORRIBLE CUSTOMER SERVICE

SEARS HAS THE WORST CUSTOMER SERVICE I HAVE EVER DEALT WITH. I BOUGHT A VACUUM CLEANER 10/31/2013 ON 2/8/2014 THE MOTOR WENT OUT. IT IS NOW 2/25/2014 AND I HAVE NO VACUUM. SEARS SAY IT NOT THEIR PROBLEM. THE VACUUM HAS A 3 YEAR WARRENTY, HOWEVER THEIR IN NO ONE TO REPAIR THE VACUUM. THE REPAIR SHOP HAS NO MOTOR AND SAYS THEIR REPAIRMAN IS ON VACATION. SEARS RESPONSE TO THE MATTER IS "FIND ANOTHER REPAIR SHOP. MY MISTAKE WAS BUYING THE VACUUM AT SEARS, I SHOULD HAVE BOUGHT IT AT COSTO, THEN I WOULD HAVE HAD MY VACUUM REPLACED WITH ONE THAT WORKS.
I WILL NOT BE MAKING ANY MORE PURCHASES AT SEARS.
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If you mention poor service on something you order online they will not approve your review!

I tried to review a product I purchased from them online and made sure to mention the poor customer service I received when the 250 pc toolbox was missing pieces. The review was not approved the 1st, 2nd or 3rd time I tried to submit it.

If you can't stand behind your service or product then shame on you.
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Never shopping Sears again!

I went into the store, and saw that the toaster that I wanted was on sale for $29.99 in store, and $69.99 online- but they did not have any in stock at the store. I was told that they could not apply coupons on the register for online orders, but that if I ordered it online they would give me a price adjustment as soon as it arrived. I got a note from the store manager- but once the item arrived (a week later than promised) I was denied the adjustment! This company's rating is so low for a reason- STAY AWAY!
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Online Chat Assistance with Sears? No, you're just talking to yourself

I need a simple part for my KitchenAid Range Hood. It's a piece of plastic that inserts into a cut out of the hood cover to allow the light from the bulb to shine through. I went online, entered my Model #, looked at the various schematics and could not see my part or anything else that fit the description of what I needed. So, next step, request assistance, right? No, not at Sears. I tried but failed to get assistance from the online chat service reps 4 times! - with Frank, Aden, Debra and one other - I think it was Lewis...The chats kept cutting off - 'technical difficulty'. Until then, the service agents could only do what I did...look at the schematics. They suggested various parts, none of which remotely resemble my part (no, it protects the light bulb, no, it is not the bulb or what you screw the bulb in to..it doesn't touch the bulb). I was unable to get the assistance I needed after 2 hours of trying. I suspect my part is so general that it is identified elsewhere but I needed them to direct me to the right place. Instead, they suggested a $27 part with no description whatsoever or something pointing to a rectangle that was drawn with a dotted line. Convinced that Sears could not help, I just got mailing tape and taped the broken cap/cover in place. Problem solved. 2 hours on a beautiful Sunday wasted on Sears. Never again. But what if tape couldn't fix it, what then?
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STAY AWAY FROM SEARS HOME IMPROVEMENT

I have purchased a Boiler from Sears. The worse mistake I've ever done.
I had them come back 3 times to have it installed properly.
Now, it has been a year and I need to have it serviced as part of my Service agreement.
I called 4 days ago. They said I would get a return call within 24 hours. No luck!
I just called back and now I have to wait an other 72 hours before someone calls me.

STAY AWAY FROM SEARS.
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Terrible customer service

I recently purchased a washer and dryer from Sears. When I bought them, I purchased delivery and removal of the old machines. I scheduled the delivery, which they arrived two hours late for. When I showed them where the machines were going, they told me they would not fit through the door and they would have to leave them in the garage. They did not measure the door frame or make any effort. They left the machines in the garage and told me to get the old ones moved outside and they would pick them up later (I am 6 months pregnant). I later measured the door and determined the machines would have no problem fitting, with about four inches to spare. I called back Sears to rebook the delivery and the manager kept telling me she would organize the delivery for the day that was convenient for me. I was assured the machines would be delivered after 2pm the following Saturday. Around 5pm on Saturday, I phoned to check the status of the delivery and was told they would not be coming and there was a note in the computer that the delivery would be rescheduled for Tuesday. I was never told of this change and would have had no idea if I didn't call. I was so frustrated with the terrible customer service and disorganization, I requested the money I paid for delivery and removal refunded. I hired an outside company to move the machines for me and ended up out of pocket another $400. I will never shop at Sears again, and will be sure to tell others the same.
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worst website ever

their website is not user friendly at all
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Great prices but the website needs a lots of work

No doubt it has great prices on lots of items but the website is not easy to use. Need improvement. Hope it will last
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The worst customer service I have ever experienced

Our 7 year old Sears water heater cracked 2 days ago. We were forced to shut off the water to the house because the intake valve was also shot (which Sears had installed when they installed the water heater) and it continued to leak unless we shut off the main valve to the house. We immediately called Sears to have someone come to repair or replace it. No one responded and after several calls the next day, a repair person finally came at 4 pm the next day. After paying him $89.00 said the water heater was cracked and needed to be replaced. We immediately called Sears to schedule the replacement. They said they were busy and to call back the next morning. We called several times that morning and were told that a repair person would contact us to schedule the replacement by 2pm. At 2 pm we called and were told that it would take 24-48 hours more to schedule the replacement. To add insult to all this I had out patient surgery yesterday and am recovering from pneumonia. When we called Sears again to say this was unacceptable, they said we could go to the store and pick up the water heater ourselves and find out own plumber to install it. This said after we had already paid them almost 400.00 to cover the installation. So now 48 hours later we have been without water. Sears has been paid for the installation of a new water heater to replace their defective one but we have no installation scheduled. We have bought appliances from Sears for over 30 years but will never buy another one from them.
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Won't shop here again!

Went to Sears to try on plus size dresses. While they had at least 15 different styles of regular size dresses, they only had 1 choice for larger size (same dress in 2 different colors).
Boo!
I feel discriminated against because of my size.
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Horrible

I purchased a used stackable washer dryer, I realized it may need some TLC- sure enough I realized it did not spin. I filled out a service call online with my current contact information. On the scheduled day they never came or called . I filled out a feedback form with a poor rating, they called and I rescheduled. They had my records listed under my ex husband and called him onstead of me. I correctted the contact info again. They came and charged me $215 and did not repair the product. I called and complained and asked for a refund. They said someone would call me. No one called me but they sent me an email stating my charges were correct. I called the company again and they still had me listed as my ec husband. I again told them their information was incorrect. They refused to refund my money - STAY AWAY from this repair service- totally incompetent !!!

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Sears Details

About this company

Shop Craftsman tools, Kenmore appliances, tires, mowers, electronics, and much more. Get service and installation help from the Sears Blue Crew. Sears: Life. Well Spent.

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