Complain about a product or service

Sears Home Central

The Company's Advice

To all authors regarding Sears repair service,

I am sorry to hear about your unsatisfactory experiences with Sears repair service. My name is David and I work for Sears. I would like to assist you in resolving any service issues. Please contact me at searscares@searshc.com and we can find a solution that meets your needs.

Thank you,

David V.
Senior Case Manager

Maurice of newtonville, ON August 28, 2009

Spent more then one hour on the phone with the continuous message "Your call is important to us please stay on the line ad your call will be ansered in priorty."

Craig of Phoenix, AZ August 26, 2009

purchased appliance (stove, refrig, dishwasher) after realizing I could get the appliances (models) that I wanted through sears.com, I cancelled my order. It's been over a week and no credit has posted to my credit card. Called the store they said the order shows cancelled but it may take awhile. to see my credit. Meanwhile I have been accurring interest on the original charges.

Called sears customer service and they said it's a store issue. No one seams to know who to call or what to do. Would like to order new appliances while the sale is still in efect but can't until my credit is rcvd. starting to be very dissappointed in sears

Joel of Oxnard, CA August 18, 2009

My wife and I purchased a mattress from Sears in Ventura California on 8/9/09 Sales Check # 011481828529. The advertising signs in the store stated Free Delivery and Hall Away. At the time of purchase I was asked for 75.00 for delivery and 10.00 Haul Away Fees. I stated to the sales person that the sign says 'Free Delivery and Hall Away". The sale person stated that the 75.00 delvery and 10.00 Hall Away is refundable up to 75.00. We paid the 85.00 dollars and went on our way.

The matterss set arrived one week later. This from of advertising by Sears to sell matresses by using the Statement "buying a new matress from Sears, sales includes includes Free Delivery and Hall Away". The advertisement is false, untrue and ambiguous. If 90% of consumers will need the matress delivered and the old one halled away. The 75 dollars for delivery which Sears claims is refundeable is true but Sears is using your delivery funds for over 2-3 months collecting interset and the consumer is losing interset on there money while Sears is collecting. Sears Rebate -Form clearly states "Allow 8 to 11 Weeks For Receipt Of Your Rebate. The "Free Haul Away" is totally untrue and mirepresented in the advertisement.

Bernice of Bronx, NY August 12, 2009

I purchased an air conditioner from Sears. They use UPS to deliver and UPS only delivers to your door. I live in a duplex and the air conditioner was for the living room which is located downstairs. The delivery person had a hand truck but stated that he couln't enter my home. I did however convince him to slide it down the stairs to the first level. I had to get it down the next level. This has caused me to incur additional back pain since zI already hav back issues. Sciatica and disk. If you make a purchase from a store that offer delivery services your merchandise should be delivered into your home.

Richard of Warrensville Hgts, OH August 5, 2009

On March 31,2009 purchased a Kitchen Aid Mixer and a Blender from Sears at Randall Mall. He received a rebate receipt for a grinder/shredder 49.99 value. Noted on the receipt go to searsrebate to redeem your rebate. So I entered all the information online. I checked on the status of the rebate on 4/9/09, I was told that everything was fine and that it takes a while tho receive your rebates 6-8wks.

I call 8/4/09 Tuesday to check on the status. I went through 5 calls with customer service 3 customer service rep and 2 mgrs. To no avail did I get any help, they are trying to tell me that they don't see where I am entitled to a rebate for the purchases made 328.81.

This is false advertisment! The people at the rebate department are not educated for there jobs. The last person I talked to was Albert (mgr), He was informing me incorrectly about the rebate. He said he could not help. I have the receipts. Can someone please help with this situation.

debra of miami, FL July 28, 2009

I had an central air conditioning system installed in my home in January 2008. The breaker started tripping in June of 2008, once it started getting warm in Miami, Florida. I called Sears, Blue Panther the contractor for Sears came out and changed the breaker and down sized the inside of the condenser. While this was being done I requested a copy of the electrical inspection. As of July 27, 2009 there never was an electrical inspection or any plans. An electrical inspector came out to my home and is now requesting a new concrete pad, new conduit with new wiring, vent transfers, additional vents added to 2 rooms. Is this a normal process? I am concerned that the same installers and doing the new work on my home. Please help me.

Von of Miami, FL July 23, 2009

I had an appointment for Monday July 13, 2009 between 8a-12p and received a call from Sears during that time informing me of a scheduling problem and the technician would need to reschedule. I rescheduled the appointment for Friday July 17, 2009 between 8a-12p. No technician showed. Someone was there the entire time.

I called the national customer service number at 1 pm the same day and was referred to the call center that handles the area (I live in Miami). It is called Plantation Customer Service. I was told the technician arrived in Miami at 11:20a. I told the person waiting at home to not accept the service if the technician showed because the wait was ridiculous. I called the customer service number again to complain and was told that technician actually had a light day and was then told that he was in a meeting.

I was then forward to someone I guess was a supervisor. I made a mistake by not recording her name. She told me that Sears would reimburse 150 in labor and 100 in parts and told me that my file number would be my phone number and she would call me later with all of the information. She also told me that I would be rescheduled for Wednesday July 22, 2009 between 8a-12p.

I called Tuesday July 21, 2009 to verify my appointment was scheduled for Wednesday. The rep told me that all she had in the computer was my last appointment for Friday. Apparently there is no record of anyone doing anything after my Friday call. After calling on Tuesday I received a voice mail later that day informing me of my new appointment. It was not scheduled between 8a-12p as the person said. It was scheduled between 1p-5p.

I called Sears again on Wednesday July 22, 2009 at 915a and the rep (Gabe) confirmed my appointment. I asked who scheduled it and she was unable to do so. I asked because I did not and would not schedule it for that time period. She returned and told me the technician’s supervisor (Olga) rescheduled it. I asked if there was anything in the file stating that I would be reimbursed and she found nothing. I canceled the appointment during that call because I was tired of this.

mark of lawrenceville , NJ July 15, 2009

4th try to repair my central ac uint. missed time from work

Linda of Candler, NC July 15, 2009

I went to my local Sears on Sunday, July 12 to buy a new stove and over the range microwave. They were having a 20% off sale plus another 10% off Kenmore appliances. The sales associate was very scatterbrained, which I could sympathize with since it was very busy, BUT....He quoted us the correct price but when he rang it up it was more. We questioned this and he assured us that it was correct that it took 30% off. We told him we also had a 120 gift card we would like to put towards our purchase. He sat the gift card down and promply IGNORED it, I didn't notice until I signed the receipt, so he had to cancel the whole purchase and ring it up again. I was still overcharged by almost 80.

When I got home I redid the math and sure enough, he did not take the exta 10% off so I called and he STILL insisted that he took it off, but when I told him that his math was incorrect he just irritatedly asked me how much they owed me & told me he could take it off over the phone. Well, he STILL did it wrong and only took off SOME of what I was owed, which I didn't find out about until the next day when I checked with my credit card company. I called back to speak to a manager and at first he too actually started to ARGUE with me and insist I was charged correctly to begin with. I then told him to get a calculator and figure it up right then. He did and of course saw immediately that I was right.

He corrected it, or at least I hope he did - I guess I'll find out when I get my CC statement. Another gripe I have deals with delivery time. I paid quite a bit for delivery, but my stuff won't be delivered for more than 2 weeks, which is ridiculous. I'm pretty dissatisfied. I could have gone elsewhere & had next day delivery. I have all Kenmore appliances, but I don't think I'll replace them with Kenmore unless Sears makes some serious changes in regards to customer service.

oscar of kasota, MN July 10, 2009

my business burn't down I'm needing lots of stuff. Being a vet and being sear's has great policy for our vets I wanted to buy as much from them as I could. I purchased some tools and tool box, the tool box was back ordered they call and went to pick it up. pull up to pick up department and there's sign call this number not having my cell phone I walk in no one there couldn't get moniter to work and someone came out to help me. and we got it done not happy poor way to do business.

bought a freezer july 8th for del on 11th on 9th called sears as I wanted to pick it up run me through the hoops ended up talking to some that I couldn't understand ended up at store not at all happy talk to 3 people no one apoligzie for the crap I'd been put threw got it taken cared of but not at all happy as I feel I was a real burden and I wish now that I would of just cancelled the order.

Decussing this with my son and he had bought 2 new T.V.'s on back order they never call upon checking on it a mustake had been made on phone no# and order had been cancelled. How are your still in business I haven't a clue my building is going up next week and I will be spending 1000 more and I was planning on sear's but I doubt it now cuse you really suck. I'm sure sorry as I really wanted to support sear's

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