Sears

Their "Marketplace Guaranteed" is a scam. False advertising. I've been having issues with a seller of theirs who promises a warranty on their products but expects the customer to pay return shipping and to send the item back, meanwhile doesn't acknowledge any concerns brought to their attention. When I contacted Sears to express my frustration with the seller, they did nothing to resolve the issue rather just complicated things more. Subpar customer service at best. If you're thinking about shopping here, look elsewhere

I spent over $3500 on an order for appliances and an another couple of small items. I got a text on a Wednesday morning that my delivery was on the way and would arrive between 4 and 6 pm. So I called the people that wanted my old appliances and had them picked up, to make room for the new. Another item was my disabled moms bed, I bought her a new one. So at 5 pm I still had not heard from them. I call and they told me that my order wasn't being delivered, that they didn't get the mattress in time, so they weren't delivering the appliances either. No call or nothing to let me know this. So now here I am with a disabled mom, that has no bed, no refrigerator or stove, meds that have to be refrigerated. I called and explained the situation to them and they were as useless as tits on a bull. None of them cared. I offered to pay extra delivery to get the appliances and wait on the mattress, but hey wouldn't do anything. They said it would be another week before they could deliver because they only come to my area on Wednesday, they didn't give a crap about my mother or about me as a customer. No wonder this company is about to go under and I have to say, after he treatment I got, I hope it does. If I could give them a minus 50 stars I would, because 1 Star is way to good for them. I cancelled my order, which I know they could have really used, got appliances and a bed delivered the next morning from a local furniture store and saved $965

Sears has sent me at least 3 different orders incorrectly. First they sent me Baby Essentials Pink Fox diaper bags (x2) and another set of Peekaboo Baby Essentials diaper bags (x2) instead of the Leap Frog diaper bags (x2) and Tender Kisses striped (x2) diaper bags I ordered. Then they sent me a pug power 2 piece set (2T) instead of onesies. Now most recently they sent me a 3 pack nuby bottle set instead of the 6 bottle, 2 pacifier set I ordered.

Background: The items are sent to an MSC affiliate and shipped to The Bahamas

Usually Sears would provide a points refund since they're sending me completely wrong items but this last time they refused and said I needed to return the items. To return an item send to the Bahamas which I paid taxes and freight on would essentially cost me more than the item itself. It wouldn't make sense. I declined and told them I would write a review.

I've placed at least 100 orders with Sears but this is becoming a trend where they provide incorrect items. They also once sent expired and incorrect food items that I ordered. Sears is an unreliable company. It's becoming prohibitive & time consuming to do business with them

This is the 3rd time I have gone through this with Sears. I have either gotten the wrong item or didn't receive the item at all and the only resolution for my inconvenience is sending the item back and repurchasing the item I should have received. Sears has never admitted fault for their faulty order pulling process. The manager is always in a meeting and won't be available for an hour "so call back. " when it is Sears fault then Sears should do the contacting. The offer of free shipping isn't compensation because after a certain threshold shipping is free anyway.

This is the last opportunity Sears online will get from me but as far as your other customers, please find a better resolution or you will lose them to Amazon.

After paying for a hot water contract for 8 years, my 13 year old hot water heater leaked. They came, took pictures, and now it's been over a week that they have not honored their contract. I have no hot water. They transfer, hang up on you, tell you the'll call back and never do. This is no longer a viable company. Do NOT use them for contracts or repairs. I will end up spending my own money, then suing them in small claims court. I will also contact all media and political people I can for help. This has been one of the most frustrating experiences of my life. STAY CLEAR OF SEARS.

The absolute worst company I have had the displeasure of dealing with.
Mattress and adjustable frame ordered beginning of dec, scheduled to come in two weeks. I was then told it was being delivered between 2-4 so I sat around to have nothing delivered, called to speak to India apparently, whom said it was delayed and would be delivered a week later.
I was then told it was coming between 2-4, sat around for nothing, called India again, they lied once again, i asked for a refund, they then told me they couldn't do that I would have to contact the store. I called EVERY DEPT in the store in Key West to have NO ONE pick up the phone, I finally got an answering machine and left a message, no call back. Mind you key west is an hr each way to drive and I have a small child and a life.
Talked to India no less than 10 more times, was told one day that they were a half an hour out from my home and THEY NEVER ARRIVED. I finally was able to drive down to key West and speak to the guy that sold it to me, he gave me his card and told me to contact him if there was an issue, he then said he put eyes on my purchase in the stock room and it was coming on Thurs. I sat around for the 5th day waiting and they still didn't show, I contacted the guy and he said he didn't know why it wasn't loaded on the truck, no one can tell him, and that he would refund my money the next day as it says it was delivered! I called the card and disputed all charges. Sears should have been closed years ago. I will NEVER ORDER ANYTHING FROM THEM AGAIN! And the sooner they close their doors the better!

I wish I could give lower than a zero because Sears service department was deplorable. My story starts by preparing my home to have all new hardwood floors put into my first floor home. This job was set up to happen on December 20,2019. I called Sears to schedule a repairman to come to my home on December 19th to remove my dishwasher so hardwood floors could be installed under the dishwasher. The lady on the phone stated that Sears could do this and I would need to talk to the repairman to have it scheduled to be reinstalled. On Dec. 19th, the repairman called me to inform me that he would be at my house in 15 minutes. I informed him of my situation and that all furniture and appliances were being moved into the great room. He then informs me that he does not remove and reinstall dishwashers that it should be done by the installation department. I explained that I was informed by Sears scheduling that he could do the job. He then informs me that he needs to contact his manager. He hangs up and calls me right back stating his manager has given the OK to do both jobs. He takes out the dishwasher in 15 min and we stand together and reschedule the reinstall for the 24th of December. I ask if Sears employees work on the day before Christmas and he said yes. The appointment is set between 8:00 AM and 12:00 PM. December 24th. Now the 24th arrives and I have never been sent a confirmation. It is 10:00 AM and no serviceman has arrived. At 11:45 still no serviceperson has arrived and I call Sears to find out when their serviceperson will arrive. The representative)Oliver informs me that he is not coming and that my appointment has been canceled. A technician has called in sick and there is no one else to service me. I am now getting mad and ask to speak to a supervisor, he places me on hold and another representative picks up the call and I have to go over the same story. I had an appointment and I expect Sears to honor the appointment. This next representative tells me the same story and that they will reschedule me for the 26th, the day after Christmas. I again state that was not acceptable and would they enjoy having a dishwasher setting in their kitchen during Christmas day while trying to cook the Christmas dinner. They stated no. I then state again that I would like to speak to a supervisor. I am again placed on hold and the same scenario happens 9 more times before I finally speak to a supervisor (Gibbon). She again states that Sears can schedule me for the 26th and I say no. She now states she we see what she can do to get someone out to my home to have the dishwasher put back in. I am now on the phone with sears for 2 hours. Gibbons has now placed me on hold two times while she says she is trying to get someone to come to my home. The third time she tells me that she will call me back instead of having me wait on line. I state to her that I will be waiting. The call never comes. Ten minutes later I get a text telling me that a technician will be at my house between 10; 00 AM and 2:00 PM. At 2:00 PM no one has shown and at 2:15 PM I get another text stating that they have scheduled me for December 26. If Sears is trying to go out of business, they are doing a very good job. How can a business do this to their customers after they tell them that the job can be done. Sears would never had called me about the cancelation unless I had called them first. This is the worst experience I have ever had with Sears and I recommend to everyone to not do business with them. If they treated me (a customer) like this, they can also do it to you. My rating for them would be -10. A very dissatisfied customer.

Rick Robertson
Alexandria, OH

I place an order since last week to receive items today December 17th, I took off from work and they never came and told me they came and I'm not home, how can you come to a business place that opens from 8Am-6Pm and no there. No one came now they are tell me that I cannot get my items until Christmas day, who wants to be moving around things on Christmas day. Spoke to customer service and manager no even put an effort to help.

I ordered a OGIO - Element Messenge and they got it from a third party. Well the third party mailed it to the wrong address. So I contacted the company I bought it from Sears. They told me it would take 2 business days to figure this out. Well they did I guess and just refunded my money back. No phone call like they said they would. I will never use them again and would recommend you too as well. Big waste of time. They do not care about you the customer at all. Buyer be ware

Repairman missed appointment, so we called to confirm he was still coming - we were assured he would arrive later that night. He didn't. We called again, and were told he would arrive the next day. He didn't. We called AGAIN, and were told that we were now placed at the end of the repair waitlist because he missed our appointment. After HOURS on the phone, speaking to multiple departments and "managers," we still have to wait an additional two weeks (in addition to the original two) for a repair. Finally, we stopped asking for the repair to be moved up, and just for a refund of the $125 we spent between the warranty AND repair fees, and still got the run around. Whoever trains their customer service representatives clearly does not care about their company. SEARS clearly does NOT care about their customers or their products. Good luck buying appliances from them or ever getting help.

Stay away from Sears. I purchased a new dishwasher which was incorrectly installed and they refused to correct the issue. I purchased a new washer and dryer. They did not connect the hoses for water to the dryer for the steam feature and would not return to correct it. The finish of the washer tub is pealing and discoloring and they said it is cosmetic and the warranty does not apply. The tub has become so rough that it damages delicate clothing.

This one is a heartbreaker. Sears and Roebuck was literally the backbone of the American retail experience for decades. It stood for practical quality at a fair and affordable price. They sold everything from farm implements, tools, clothing, household goods, toys, appliances... one could even buy a mail order house during the 1930s and finance the purchase with a Sears backed mortgage.

Overtime it met with major competition. Then its no frills basic solid quality dipped. The stores became staffed with non-English speakers. Then mergers took place.

I think most are boarded up and shuttered now... my last attempt at commerce with them was a horrendous disappointment in that they further damaged the appliance I had brought in to have repaired.

At one point the Sears and Roebuck catalog was a regular item in every US household.

This wonderful old store has come to such an inglorious end.

Five stars back then... one star now.

I will out of respect keep it five stars.

RIP Sears and Roebuck.

I am writing this review for everyone to see that has ever bought an appliance or thinking of buying an appliance from SEARS!
We bought 5 major appliances from Sears here in Richmond, Va. In April of 2018. We also paid $2000 for their extended warranty. In that short time our Kenmore Pro refrigerator has stopped cooling, and we have no refrigerator! I called Sears when we noticed the freezer was not freezing properly and they said they would be out in 3 weeks! I argued and pleaded for them to come, and their response was "We are sorry and apologize for any inconvenience." I explained that I was having major surgery on Sept. 18 and we needed a working refrigerator. I received the same reply as before except they added, "We only have 3 technicians for your area." I find this incredible!
A service man finally came to our home. We were told, It might be the compressor, but it is trial and error, and it might be 2 more months before your refrigerator can be fixed. Someone will be back on Oct. 31."
Sears said they would reimburse us for a rental refrigerator which we have gotten, but it so small we cannot fit the food we need into it. Apparently, that is what SEARS authorized. They would not install it in our house because the non-working refrigerator is in the space for a refrigerator. They installed it in our garage. My husband is 85 and I am 80. I am incapable of going to the garage because of my recent ankle surgery, and my husband has difficulty managing the stairs multiple times each day. We are having a very difficult time coping with the situation. When I explained the situation to SEARS, I was told, "We understand and are so sorry for any inconvenience."
The food in the refrigerator and freezer spoiled because my husband was with me in the hospital and the refrigerator smells like rotted food even after it has been emptied and cleaned. We want the refrigerator removed from our home due to the smell and potential for mold.
We have bought from Sears for 64 years and never been treated so poorly! I do not recommend SEARS appliances to anyone, and the extended warranty is definitely not worth the price. Think twice before buying anything from SEARS. They do not stand behind their products, nor do they honor their warranties.
Margaret Bailey
Richmond, Va

I bought a new Kenmore water heater from Sears for $352. It came with a 1 year warranty covering everything and a 6 year warranty on, "all water heater parts are warranted against defects in material or workmanship." It went on to say that only the parts were replaced for free, not the labor.

Just over 2 years after purchase, the water heater quit heating. My husband opened it up and could see that the heating element and thermostat were trashed. They were completely corroded and obviously not working. I called about replacement parts. I was told that they had to send a Sears repairman out to verify the need for parts even though I offered to send them pictures of the corroded parts. I specifically asked if there would be a charge for that. I was told there would not be. I said I just wanted the replacement parts that should be provided free by the warranty and that my husband would do the labor and we would not pay anything. I was told there wouldn't be a charge.

The Sears repairman came and saw that the heating element and thermostat were trashed and said that he would order the replacement parts for us and that we owed $99 for that visit and would then owe another $99 when he came to put in the new parts. (This for a water heater that cost $352 brand new.) We told him to just have the parts sent to our house and we would install them. He said he couldn't do that. He left us with the bill for $99 for his diagnosis of the problem.

I spent 4 hours on the phone with Sears trying to get them to send us the replacement parts that the Sears repairman had verified were defective since in his words, they should never have gone bad in this short of a time span. They just kept saying that wasn't there policy. They only provided parts if we paid their repairman to put them in. Since the parts themselves cost much less than the $99 labor repair costs, we bought them and installed them ourselves.

This is a huge scam by Sears and Kenmore to supposedly provide a warranty on parts that is dependent on paying them to install the parts at their exorbitant repair costs. (This job took less than 15 minutes to do.)

It is no wonder Sears is going out of business with terrible customer service like this. I will never shop Sears again. It wasn't always like this. Sears used to be a company you could rely on.

I got specifically bad assistance from Stella in the repair department phone lines who was in the Philippines taking my call. Tatiana who is a supervisor in the Sears Heating and Cooling department was particularly rude and dismissive and had no understanding of logic or what a warranty actually means as she kept insisting that the Sears "policy" superseded the written warranty provided with the water heater and still existing online. Her manager, France, was equally unhelpful and insolent.

I ordered a special size window air conditioner from Sears on 9-11 with a delivery date of 9-23 (must have been shipped from China). It was to be delivered to my local Sears. It cost $269 + tax.
On 9-24, I still hadn't gotten a delivery notice. After 2 hours on the phone hunting for my AC, I got 3 different responses. 1: order was cancelled cue to out of stock, status unknown with a 72 hour resolution and order had been delivered to the store.
I went to the store and punched my order into the pickup computer and it said QTY: 0. The warehouse team looked for and found the item delivered. They told me the wrong model was sent. It was the same physical size but instead of 6000 BTU it was was 10,000 BTU with a price of $399. I balked at their mistake but the best deal the manager could give was $50 off. I spent 2 more hours on the phone trying to get Sears to release the unit to me but met the bureaucratic wall of store policy. Even though I really needed the unit, the best they could offer was to cancel my order and try again. Maybe in 2 more weeks, I might get the right unit.
Because I was in time crunch, I went back to pay the extra $80 and was shocked to find the actual price was $499 and I had to pay an extra $180. If I hadn't made a promise to my tenant, I would have cancelled the order but whose to say that Sears could get it right the second time. I am not surprised to see that Sears is dying as a company with roots of incompetence and ineptitude buried deep in its bureaucracy

I purchased my Grab-N- Go Elite Refrigerator, model # 795.*******.411 May 2015. Loved IT! After one week the ice maker broke. Took 2 years for a Sears tech to understand it was on recall. 4 years later the refrigerator is completely warm! It does not work after they have installed new control board, new compressors, updated control board! It's cooler outside than it is in my refrigerator. I have been without a refrigerator now for 4 weeks with Sears still trying to figure whats wrong! Terrible customer service! Their techs cannot repair their product. TERRIBLE! I have a Beautiful machine that has had problems all four years of its existence. After losing $500 worth of food, 4 weeks with no refrigeration, Sears / Kenmore is simply not caring. They have ran me around for 4 weeks with no resolve. I've been a Kenmore girl all my life, but now I'm done! BUYERS BEWARE! DO NOT PURCHASE!