Sears Lawn & Garden

You have to hand it to Sears. The fading legend has a remarkable ability to alienate some of its oldest and best customers. There are also some interesting questions about the warranty on Sears' garden equipment.

James of Issaquah, WA June 1, 2009

I purchases a new top of the line 24 horse Sears Lawn and Garden Tractor in 1999. I also bought most of the attachments, including front blade, snowblower, and trailer lawn vacuum. Although this was their very best model it was terribly unreliable. Although the engine ran fine it was apt to backfire loudly if you didn't throttle it down and let it idle for 30 seconds before turning it off. From there, every componet seemed to be awfully lightwieght and thin; thus parts were highly prone to cracking and breaking off. This includes the frame which was very light duty. The biggest problem I've encountered with this mower pertain to the non greasable spindles on the mower deck. The bearing typically ground to a halt after only 1 season.

This was very fustraiting for me because I know first hand that Sears has don't much better in the past. I used to own a 1976 Sears Suburban tractor which has several fan club websited dedicated to it now. The tractor was the same size as my current model but the big difference is the Suburbane was very heavy duty. It has a thick 1/8 frame and a enormous 6 speed cast iron transaxle that holds 5 qaurts of oil. In the 25 years that I owned it I never ever had anything major go wrong with it. Additionally, it never once had to repair the spindles on the deck. Clearly, the designers at sears have deliberatly designed their tractors now to only last a few seasons which is why they do not desearve my business anymore.

Victor of Hampton, VA June 1, 2009

04/04/09 I took my lawnmower for blade and blade adapter.I was informed that I needed blade, adapter blad,skirt, gasket-crkcs, crankshaft, seal-oil, key-fly wheel, filter-a/c c, plug, knob handle, cable, engin, manifold, gasket-intak, parts and labor totaled 176.18 for a push lawnmower, which I agreed to the repairs. On 5/11/09 I went to start my lawnmower and the pull cord cable would not retract so I took the lawnmower back to be repaired still within the 90-day warranty from the prior repairs.

I was contacted and informed that the lawnmower now would need a starter rewind,filter a/c c, plug,a carburetor and a new blade. I declined these repairs because these things had just been done. I know my lawnmower was running fine and did not require the additional repairs that they were telling me was needed. I believe that the charges and repairs are not legitamite and also I because I declined those additional services.

Sears wants to charge me a additional 29 to pick-up my lawnmower which I feel I should not be obligated to pay, because I only requested the pull-cord to be repair and the 29 I was informed was charged to check the lawnmower out again, which I had already paid the 29 the first time the lawnmower was taken in for repairs.

Rosemary of Carson City, NV May 30, 2009

I tried to schedule repair and service for our Craftsman garden tractor. I started with the Sears Website. I was able to get to the appointment page but then the page wouldn't take my choice. So I called my local store (in Carson City, NV) but they couldn't help me since they didn't carry lawn/garden tractors. Besides needing service I also wanted to know if a 'special' for this service was still available. I then called the Reno store. Got an animated response telling me to say the department I wanted.

A person in the garden department answered but didn't know about any service specials and couldn't schedule an appointment. He transferred me to the store manager. There was no response after at least a minute of holding. Tried on line again but got a different screen with the only option for scheduling was to call 1-877-488-1222. Called that number, followed the prompts, heard that the call may be recorded and then, nothing. No answer and nothing but dead air.

Called the Reno store again, asked for the store manager. Put on hold again and, again, no answer after holding for quite a while. Tried the service appointment number again, same thing happened. No answer. Called the store manager again and got a voice mail recording. I left a brief, strong message about my experience along with my phone number. Never did receive a call back.

Ended up getting a local small engine repair company who could do the service and any repair. They picked up the tractor later that day and will have it serviced and returned within three (3) business days. Don't know why I ever tried to go through Sears in the first place. I don't think we'll ever make any purchases at Sears again. For sure we won't purchase any big ticket items there.

Jill of Hendersonville, TN May 30, 2009

We purchased a grill from Sears years ago. They called the first of April to see if we wanted to renew our service agreement and we said no because there were too many parts on the grill that had worn and it would probably be cheaper to buy a new grill. Sears said we could have a technition out to look and see what could be repaired because the agreement we had purchased originally would cover worn parts. We set up a service call 3 days before the agreement expired which was April 10th. The tech was a no show. He called later and asked what parts we needed and my husband did his best to tell him based on his limited knowledge of grill parts. These parts were shipped to our house and we let them know they all arrived and scheduled a tech to come out for the 2nd time. He was a no show again for the second time. Once again we rescheduled (for the 3rd time)for the Friday before Memorial Day Weekend so we could have the grill repaired for the holiday. He called and said he would be out to our house after finishing 2 more customers. At 5:30, 30min after his alloted time we called him and he answered and my husband identified himself and the tech hung up on him. We in turn had to cancil our holiday party because we had no working grill. I called Sears and placed a complaint and all I got was "I'm sorry, you must be frustrated, let's reschedule!" Once again we rescheduled for the 4th time for yesterday May 29th and Sears called that morning to say he was not going to be able to come out after all. This was the 4th cancelation and the 4th time we've taken off work to be here during the alloted time. After a long conversation with "problem resolution" they said they were so sorry again and said they would give us a 75 gift card. I told them I didn't care about the gift card, I wanted my grill fixed. They rescheduled us for June 3rd to have the tech come back out. They called today, May 30 to tell us that it wouldn't be June 3rd after all, but now June 5th and she could not guarentee that he would be there. Furious I called Sears and spoke with a person who said they are the highest in the company and he asked what he could do to rectafy this. I told him I wanted a comprible grill delivered to my door so that we didn't have to deal with a tech anymore. He said "Oh, I'm sorry, that's not what your agreement allows us to do. You're getting a gift card for your trouble and time off work!" Like that would be comparable to my time off.

After I asked who was the top person I could speak with, he said it was him and that he was at the mercy of the "stupid technician" to come out and make his service call. When I explained that we had paid for this service already but Sears wouldn't give us the paid for service, he said "I'm sorry, there is nothing we can do about this!" This is beyond rediculous and we paid for a service that we can not seem to actually get and in the mean time we have a grill that we can't use and having to cancel parties and taking time off work to sit here and wait for the phantom tech to come all of which we have not control over.

Trevor of Los Angeles, CA May 20, 2009

I recently purchased a grill. I had a great Salesmen but after I purchased it I realized that it didn't fit in my car. Completely my mistake. I then ordered the grill online. When I got the grill and assembled it, it didn't work. I called customer service. I tried to be as polite as possible however I was hung up on three times. Finally after two hours of being bounced around and hung up on I did get someone who was very helpful and told me a technician would come out to look at it. Ten days later a technician came out and told that in fact the grill was broken. I already knew that. He told me to order a new one. When he left he kept the propane turned on and I had to go and refill my propane tank which cost me 20 dollars. I reminded him twice to turn it off. I put in an order to get another grill delivered free of charge. Apparently if I didn't get the warranty I would be charged for a guy coming over to tell me it was broken and any additional parts or service would be required. Basically, Sears can sell faulty equipment and then charge the customer more to get it fixed which is unacceptable. When I made the call to get the grill delivered the person on the phone picked out a day and told me that they would be calling the night before to tell me what time the grill was to be delivered. I told her that I can be available all day except I have to leave after 5pm. She assured me that she would put it in the notes and that the grill would be delivered before five. Today was the day and no phone call was made to me yesterday or last night. It was made at 4am this morning and the deilivery time was set up between 5-7. The exact time that I couldn't be here to get it. I then had to call and make another appointment. I politely asked if they could change the time today since I took the day off of work to wait for it but they said no and told me that they could come by tomorrow. Although everyone I spoke to was pleasant I would just get bounced around from person to person until finally someone would hang up on me. That in itself is unacceptable. I hope that this might help someone or some department to get their act together. I'll continue to use Sears but never again will I buy something that might involve getting additional help. I've never had this much of a problem with anything that I've bought.

Eugenia of Pittsfield, PA May 20, 2009

I got a 2006 Craftman Zero-turn rideing mower new,now that we need parts we can not find any to fit the deck Sear`s tells us we are not giveing them the right model no.that is under the seat they sent us a wrong part. I have look everplace on the mower and had 4 other people look and the model no.is the one on it. I think I got stuck with a lemon One with the wrong no.Or one they just put together and so now we would have to buy a new one. I could send a picture of the lable The modle no is 107.277741

We have gone to a lawn mower repair place and they can not fine the number to order it for us.They said that their is no such model listed? I will never buy another thing from Sears. This must have been just put togeather with what ever they had left over and just stuck this modle no. on it.

Richard of Williamston, MI May 15, 2009

I purchased the Sears @6 Hp, 54" mower deck 2 years ago and now for the 2nd time (and of course out of warranty) the mower deck has to be replaced requiring me to pay 624.42. This mower deck has failed in exactly the same place on both units, the (driver's left side) mounting bracket section tears away from the deck body. Upon ordering the 2nd replacement deck I was informed that the manufacture had change the part number due to unlisted changes (I wonder what they could be) to the deck.

Rosemarie of lanoka harbor, NJ May 13, 2009

I purchased a Husqvarna key start, walk behind lawn mover, model #917.374442,The end of 2007. I worked ok. only three times That summer. The next season I tried to start it and It did not work. I called Sears I had to wait 10 days to get a repair (I signed up for 3 years service a good thing) they came and said it was the carborator, he ordered one and it came in (another)10 days he tried to fix it, the carborator was faulty. He decided to check furthur and said It might be something else like a starter? not sure I think he ordered that and then installed it, the mower did not start. He then tried to rebuild the carborator, it took a few hours. It started.

It used it for the summer ran OK not always starting right. This summer I tried to mow and the mower won't start. I was going to go to an independent to have it fixed but when I came back the mower started. I could only do half since the grass was so high and I am a senior and have a disability. It rained a few days so I could not do it till today and now it won't start again. This is rediculous half my lawn is mowed and the other half looks like garbage.

I called Sears and I keep getting the run around, they want me to bring it in, then I get a number to call and I have to wait so long I have to hang up. I am tired of sears. I paid good money for this mower and want what I paid for. Thanks for this forum. I am going to have to get this fixed it will cost me 42.50 just for them to look at it. This has been going on for three years. I have been out there trying to get it to start and now I have to stay in all day because of the pain in my back from trying to start it so long. My lawn is literally over 2 feet tall now. I am sick to my stomach from the fumes and now have a headache. I can't deal with any more. I need my mower fixed. I can't even rent one that means I have to pick it uo and bring it back.

Dave of Solvay, NY April 29, 2009

I recieved a flyer from Sears hardware saturday april 25th. I am 64 years old and have been buying product from Sears sinse I got married 38 years ago and shopped there since it first opened. I was interested in an electric lawn mower and the flyer said they had discounts until may 2nd. So on this past monday I went to the hardware store and picked out a electric lawn mower. Sales person said..we dont have that particular one. I said can you sell me the display one. no. I cannot believe that they didnt have or was not concerned about it.

I came back today wed 29th of april. the salesperson said we have a truck that came in this morning but you will have to wait until this afternoon or tonight to see if we got it. then I said no if you havnt got it now I dont want it. ill go somewhere else. the person came back 10 minutes later and said I dropped your lawnmower up front and he left. I paid for it using my Sears card and then I needed help loading it into my suv. I couldnt do it myself because i just recently had a stroke.

I cant believe the poor service I get when i go into the store. it was never like that. they always use to say goodmorning or whatever time of day it was when you walked in. now i go in and there is no one to be found to help. the woman at the register is an older woman and it surely takes her longer to cash people out and no one is there to help her. when he finally came to help other sales persons came up front but still didnt help the woman behind the register. It doesnt seem that they care anymore. there are people out of work all over syracuse area and some are very good workers. I think Sears needs to look into this problem.

R. of Doylestown, PA April 25, 2009

For the third year in a row, I called to have3 my Sears riding mower tuned up and for the third year in a row, after taking a day off of work, waiting from 8-5 (that in itself is a travesty), no one showed up After calling around noon, I was told that I was the next one on the list. Well, then again after calling about 4:45 and waiting 35 minutes, I was told that they were done working for the day and I needed to reschedule. I would have someone else work on my mower, but I am finding out that other service companies do not want to work on Sears products. I am thoroughly disgusted with this company.

I have a Sears major credit card. I will be cutting that up and I will never purchase another item from Sears unless they make good on their very obvious mistakes. When scheduling repairs in today's world, a more timely, accurate and reliable method is necessary for this company.

For such a long standing company , it really does not care about its' customers. I am a professional and if I performed as Sears does in my job, I would not be employed. When registering complaints in the previous 2 years, not so much as a phone call or e mail from anyone. 3 lost days of work and a very long, scruffy lawn. Oh, by the way, when I aswked if they could come out on a Saturday, I was informed that they do not make service calls on the weekends. Funny, I had to spend Saturday, catching up with my work.

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