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I purchased a drain auger on Feb 24 for $84 and some change. Arrival date was March 9. Today is the 10th, and no product. I emailed them to ask for an update, and within a few hours I received an email that my order has been returned and I am being refunded $71. I NEVER asked for a refund or to return the product. I NEED it and have been waiting for it. I would have been willing to wait a few extra days if needed, but that option was never given to me. I tried calling, but if it was an online order it just tells you to speak to a live agent and hangs up on you. I tried speaking to a live agent. Said wait time was less than 1 minute. I sat waiting for over 15 minutes and nobody came on. I tried leaving a review on their site, but since it was a 1 star review, it wouldn't allow me to submit it. I just want to know why my order was canceled and why I am being charged the $14 shipping for an order I never received or returned???
I purchased a Service Protection Agreement in Lubbock, Texas only to find out Sears has no technicians in this area to service the agreement! So, in short they sold me what they could not honor!!! I've tried to get them to explain why they have no technicians here and why they still sell agreements in this area and I only get transferred from one department to another. I will never again trust Sears. I did get a pro-rated refund even though they never service and would not have been able to service my water heater anyway. It is a scam.
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Decades ago, I used to be Sears Avid customer. However, through the years, the company went to awfulness - as did Service Merchandise (If you are old enough to remember). Two very BADLY failing companies (Sears and K-Mart) realized that since they cannot compete with MUCH better companies, they joined forces, but the executive team was NOTHING but bad, greedy and incompetent people of many years. This under skilled top executive led the joint company to further failure. Like Robert (Bob) Louis Nardelli (another failure in the MEGA business world), who took Home Depot backward for 7-8 years. As soon as Nardelli was let go (of course with an outcried servant package for taking the company downward), Home Depot became alive/vibrant again. Nardelli's longest running job as an executive was Home Depot, he took other companies down too. He would be a great leader for sears, capable of closing Sears doors for good, so that no more consumers would suffer. And on the COMPLTELY OPPOSITE SIDE is Jamie Dimon of JP Morgan Chase.
Sears executive team effected it lower management and staff. Its engineers became clueless and then its technicians do not even have common senses as doorknobs. And YES, I am a system design engineer as well as electronics engineer – so I back my statements with facts.
Unfortunately for consumers (You and I), Sears has a monopoly on its products and services through its dreadful technicians. To add to this terribleness, in recent decade (as it noticed that its products are getting worst), it contracted-out its product manufacturing to another company that makes below standard product for Sears - to make certain that Sears cannot be a better competitor (LG). Yet, the continued Monopoly had direct negative effect on consumers, as its horrible products and parts need to be continually worked on during the warranty period, which is getting shorter and shorter; but also such repairs become expensive after its short warranty period expires. Warranty used to be 7 years (I am very old and remember), reduced to five and now some of its products have even one year. Its fridge for example.
Now the bad mix of ALL OF THESE is that, when consumers buy Sears products, they buy a TIME BOMB attached to the products. Immediately right after warranty expiration, consumers face paying nearly 1/3 of the cost of the appliance for the cost of the first repair, then, the incompetent technicians (in its monopolized system of business) cannot fix the problem but puts bandit, and shortly later, another or the same problem arises and again hefty 2nd , 3rd, …repair bills (YOU WILL FACE). Now after 3 of these types of repair bills in a couple of years or less, you have already paid for the same appliance twice.
MAIN POINTS: As I said, I am an electronics engineer, who saw LG and Kenmore FAULTY circuit board close. I am also a landlord that provides appliances in my rental properties. My homes are filled with Whirlpool products; however, when I bought my main home, unfortunately, it had some below standard Kenmore products in it. I realized that ANY TIME I face Kenmore (a Sears monopoly) product, it does not last more than its warranty period. But Whirlpool, Amana and Maytag last me for more than 12-15 years and some still continue without any problems. Heck, in my Summer HOT (garage), I have a side-by-side, 27+Cu Ft, Amana fridge that is built in 1999 (23 years ago) (NEVER REPAIRED).
In one of my rentals, I have a 3 door Maytag fridge that was built in 2001. So, why would you want to REPEATELY waste money, time, stress yourselves to death, lose money as you throw away food from Fridges, have smelly clothes in the washer (because it broke mid cycle), and you become handicapped - while waiting for Sears or LG INCOMPETENT technician to arrive 2-4 weeks later, while your laundry room and house smells like sewer is running through your home – WHY OWN any WORTHLESS Sears product. They are NOT even cheap to begin with – anyway - to entice a consumer (YOU). The name KENMORE is ACTUALLY DEAD. I have an LG washer that most times, it smells like I burn rubber – when I use a big load cycle. This is LG WARRANTY replacement washer - upgraded. My wife chose a Kenmore glass cook top. Immediately after its warranty period, glass broker and there are no parts available (product LINE discontinued). So, I bought Frigidaire.
I have many more Sears relates horrors to share with you. I am also very careful NOT to buy GE products either. I have a Hot Point fridge also. Hotpoint is good product, but unfortunately GE bought the company in 2017. Every day, I hope and pray that I do not get a call regarding this fridge.
CONCLUSION: REDUCE THE THINGS THAT STRESSES YOUR LIFE. I have too much on my plate wanting to deal with the uneducated upper management of Sears anymore (they are the first that have received this writing). Sears team have exhausted me. At my earliest opportunity, I will sue Sears (WHAT IS LEFT OF IT). You are welcome to join me in the lawsuit, if you have a case and frustrated. I will place their products on the roadside, and you are also welcome to have the headache for the years to come - If you are interested. Here is my email address: **. What also bothers me here is the fact -some people diligently write terrible review (as sears deserves). Then, they rate the company 3 and 4 stars. What is that all about (2016 -2018 writers). It throws new consumers off- thinking Sears TRULY has good reviews. Please stop that.
I paid for a two-year Sears protection agreement for a refrigerator. Called for service and was given a date of almost a month away of November 23, 2022. Note that date is the day before Thanksgiving. Obviously, I couldn't wait for that long. Cancelled the service and had to buy a new refrigerator. Called today to cancel the protection agreement with one year left and was told that my credit card would be credited one cent! Yes, that is not a typo. One cent! I said many things and then said don't even bother. The response was "Too late. You told me to cancel and I did. You will see your one cent in 3 to 5 business days." The refund on the agreement is not the point. A one-month service turnaround is a joke.
On October 8, 2022 I placed an order online at Sears for a 5 pc outdoor bar set. Had a delivery date for 10/18. On 10/15 I got a call saying item has not been received from manufacturer yet and to reschedule. New date of 10/29. On 10/28 I got another call saying they did not get item and to reschedule again. New date of 11/12. Somewhere in between I got an email saying the item was delivered! After many many phone calls, on 11/7 they realized it was mistakenly put in system as delivered. Now I had to wait 7 more days for system to correct itself before a new delivery date can be made. I was ASSURED item was in the warehouse at that time. On 11/16 I received another email saying they refunded my money because item is not in stock! 6 weeks of getting the complete run around of extremely poor customer service.
We have purchased multiple appliances in the past 40 years from Sears and protected them with their Sears Protection Agreement. During the past year (2022), we have called for repairs on 2 appliances and been unsuccessful getting service, as since the changes in the company, it appears the Protection Agreement has a different set of rules for use. These rules are designed to not give us the service we need on the appliances. The phone techs are non-English speaking, following a strict script of what to say. Our money for the agreement is wasted. Do not put anything on a Sears protection agreement. The cost is more expensive and you will not get the service. It's a game to be played and you, the consumer, will lose.
Unable to get my Sears installed HVAC repaired. Service Repair Technician refers me to Home Improvement and Home Improvement refers me back to Service Repair. I tried calling and I am transferred back and forth between departments. Terrible company and service.
BUYER BEWARE!!!! THESE PEOPLE ARE SCAMMERS. Sears referred us to a business associated with them to install a new garage door. I live in the Bergen County NJ area, the company is called Sears Garage Door Installation and Repair, phone number is 973 414 9800. The company is ran by a man named Saul. Firstly, when they came to install the garage, they installed the garage door a few inches lower, and our car is no longer to able to fit in our garage!
We were told they were going to raise the height of the garage when they would come on the second visit to install the sunburst window panels on the garage door. They should have the windows ready on the first visit, but they said they did not have them available. They said they would come in three to six weeks, they did not! Well months passed, we called and they then said they are still waiting for the order.
Months passed again, and they then said, that they never agreed to do the windows! And when I said my garage door is low, and I can’t fit my car, Saul then responded “Well how do I know you didn’t get a new car?” I asked Saul for a copy of original contract, he ignored my request, and then said, "If you have the paper showing the contract, I'll do it for you."
I found the contract, which says very clearly, that the windows were a part of the agreement and now he’s avoiding all my phone calls and emails! I tried contacting various people at Sears via their corporate number and emails, but nobody responds back to me! All they keep telling me to do is to call Saul, who doesn’t even respond to my emails or phone calls, EVEN after showing him proof in the contract! When I told Saul I am going to cancel the payment, he then threatened me to go to court, and put a lien against my home, completely unprofessional, I HAVE THE ORIGINAL CONTRACT. Really poor service, I wouldn’t expect from a company such as Sears, be VERY careful when dealing with any of these vendors!
I am currently on my 8th appointment with Sears Home Service to repair my $4500 stove. After the first visit, I paid $800 for the needed parts and labor to repair the stove. From there it has been a nightmare. Appointments are automatically scheduled - you can not talk to a live person. The one time I did talk to a person, they transferred me to their automated system. They schedule appointments and don't show up - no reason. So far I've taken 3 days off work waiting for them to show up and no one shows up. No reason, nothing.
I purchased a freezer from American Freight along with a master protection warranty in Jan 2021. The freezer went out on Oct 1 of 2021. Several (6 plus) service repairs later I finally, on June 14th 2022 had a repair man deem it unrepairable and it is to be replaced according to the warranty. Case filed and case number created on June 21, 2022. I've now been waiting for the product replacement to be approved and July 18th I have received nothing. Every call I get another person telling me another story.
7/7 Fernando told me they were waiting for the tech's district manager to approve the replacement. 7/18 spoke to Dylan who said the escalations team was waiting for the approval and he would contact their manager. 7/18 Humbert transferred me to a manager and left me on hold for an hour then hung up. 7/18 Heidie said she is sending something to the product replacement team, who is waiting for a decision, and to give it 3 business days and she is confident it will be resolved.
It is so obvious they have their go to script just to get you off the line. Meanwhile, no one is getting any products replaced or repaired properly. There is no way to get my freezer replaced if they never complete the process and it's impossible to get anyone to give you a straight answer. No managers will ever take your call since they are "in a meeting or will call you back" which never happens. The master protection warranty states this is worry free coverage with a replacement guarantee. "If we can't fix it, we'll replace it and continue coverage to the new item".
Master protection warranty doesn't protect anything and $950 I spent on a freezer & warranty was a waste. Sears just stole almost $1000 of my hard earned money. Since I'm a widow and only have my income this was a hard hit to my wallet. I do a physical job and work damn hard to have some corporation steal my money! It's a disgrace!!!
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