Sears Reviews

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About Sears

Sears Optical offers eyewear retail and optometric services within Sears department stores. The company provides prescription glasses, contact lenses and eye exams. Combining convenience with a broad range of products, Sears Optical meets various vision care needs while leveraging its established retail presence to serve customers.

Pros
  • Quick and easy shopping process
  • Professional and efficient delivery
Cons
  • Poor customer service responsiveness
  • Frequent delays in repair appointments

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Sears Reviews

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    How do I know I can trust these reviews about Sears?
    • 4,680,612 reviews on ConsumerAffairs are verified.
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    • Our moderators read all reviews to verify quality and helpfulness.
    Page 1 Reviews 0 - 10
    Customer ServiceStaff

    Reviewed April 25, 2025

    Ordered water filter 22Apr2025 and website stated it will get here within a week. Then I get an email stating it's backordered and when I called customer service the automated system stated it wouldn't ship until 11Nov2025. I called to cancel and the automated system said to wait on the phone after a representative helps me to provide feedback. The representative wouldn't hang up the phone and picked up and told me "due to technical issues, I need to hang up and then your review will happen". I told her no because if I hang up, the review won't happen and I told her I'll wait.

    She comes back on the phone and asked me to hang up. I told her to get a supervisor on the phone. She said supervisors aren't at work yet but I can call back in 30mins. I told her I'll wait on hold because I'm not hanging up. She came back in the phone again and said she'll put in a request for a supervisor to call me. I told her no need because I'll wait on hold until they get to work.

    Then she came back on the line and asked for me to hang up again. I told her to call technical support to assist her in hanging up her end because I'm not hanging up especially after you lied. And then I said I'm not talking to you anymore. She then hung up the phone and my review started immediately. Why is Sears still taking loyal customers' money after their bankruptcy but hired some of the worst employees who have no problem lying and will commit fraud amongst other violations of company policies and customer service training?

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    Customer Service

    Reviewed April 18, 2025

    On March 8, 2025 I purchased an LG lower dishrack for Sears.com 800.366.7278. I was told the order would arrive March 17, 2025. I called several times and was told the item was on back order and would be shipped in 7-10 business days. On April 2, 2025 I called to follow up on my order and it was still on back order. I spoke with a supervisor who recommended to cancel my current order with the current distributer and place a new order with a different distributer. I was charged for the new order and told a refund would be given for the original order. I was told that I would receive my delivery on April 9th. I called again and was told delivery by April 17th.

    It is April 18, and I still have no LG dish rack. I also have not received my refund for the first charge. So at this time I have paid twice for an item I have not received and have waited almost 2 months for. BE CAREFUL WHEN YOU ORDER FROM SEARS.com - NOTHING LIKE THE good reputation of the brick & mortar store years ago, SEARS.

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      Customer ServiceStaff

      Reviewed Dec. 19, 2024

      Do not use this service. My tech was professional and did a great job fixing our oven once...He finally made it here. We waited 4 DAYS from 8am-5pm. Sears over-schedules its techs and relies on AI to route and reroute its techs throughout the day, "updating" the customers that your tech will be here in an hour. This went on for 4 days. I would have canceled but they hold you hostage by charging you for the repair first. The only time you speak to a human is when you set up the job and even that is outsourced somewhere else in the world.

      From the time you schedule a job, you go into a loop with AI and there is no option to speak to a human. Sears then tries to put the customer service piece back on the tech while continuing to add to their schedule as throughout the day as jobs come in, making it impossible to meet the demands. Sears AI automatically cancels the jobs left over at the end of the day and schedules them for the next day with no regard for the customer who has been waiting days at home for their appointment. I will never use the service again even though the tech was great. It's unfortunate because Sears is treating workers and customers poorly in my opinion. No one wins.

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      Customer ServiceInstallation & SetupContract & TermsPunctuality & Speed

      Reviewed Nov. 14, 2024

      I purchased the boiler from Sears in 2019. Purchase the master service agreement. The installation was terrible. A bunch of leaks in the boiler, throwing codes left and right. Had to deal with the installer coming to my house multiple times for the first year. At the second year the unit kept on throwing codes, needing the igniter replaced and sensor replaced about 2 1/2 years. This boiler completely conked out. Since then Sears has been sending their technicians that refused to work on the boiler saying it needs a plumber when all parts are inside the boiler. I’ve scheduled over 10 appointments where they’ve not showed and I keep getting the runaround. Every time I call the service department I get switched from customer care to other three other departments.

      As of now what’s going on about a year and a half of having no heat my house and just getting told that I need to hire my own plumber and repair the boiler after spending over $3000 on their master service agreement at time of purchase of the unit which is supposed to repair any parts in the boiler or replace the boiler if it’s defective. I am unable to speak to any manager or service manager and get transferred the calls out of the country. They tell me they’re gonna make an appointment and no one shows up. Now I’ve made over eight appointments in the last two months. One time the technician came and won’t even step foot in the house and said there’s nothing I can do. I’ve already reported needs a plumber. I can’t get a hold of anybody that’s on Long Island. That’s willing to help me out in their service department. This is the worst service and I would not recommend ever use senior service for any thing in your house.

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      Customer Service

      Reviewed Nov. 12, 2024

      Here ya go: Last year I ordered a part from these folks without difficulty, everything was perfect; however, this year not so much. The tail of woe is below:

      11/06/2024 - Ordered with $32.00 expedited shipment fee. Sears Parts claimed the icemaker heater was in stock.
      11/07/2024 - Received email claim delivery would be 11/08/2024.
      11/08/2024 - Part not received, no communication from Sears Parts.

      11/12/2024 - Part still has not arrived. Called customer service and asked for an updated delivery date. They promised to send me an update in 1 to 3 days. I asked do you have the part in stock? They answered we have no way finding out the inventory in real-time. Order then cancelled by me. They promised to send me a cancellation email in 1 to 3 days!

      It is now clear to me that if they have the part and everything goes well you might actually receive it. If the part is not in stock they do not have a system tell you when you might actually get it. I wish I had read the reviews on this site before I ordered.

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      Customer ServicePunctuality & Speed

      Reviewed Nov. 9, 2024

      Made an appointment and they said a technician would be out to fix my dishwasher between 8 and noon. 12:15 came no one showed up. Call back only to get into a repeated cycle of messages over and over. Finally, I called like a new customer and I was able to talk to someone from who knows where. She said, "Keep your phone clear. I will have a technician call you." We confirmed my email and phone number. Here we are end of day 4:30 in the afternoon calls no follow-up, no hey I'll be late, nothing. Sears has definitely lost its way, they probably should close the remaining stores. They were good in their time anyways, run as fast as you can. I would never do business with them again.

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      Price

      Reviewed Nov. 7, 2024

      Did good work replacing temp sensor wire but initial verbal quote was $300 and when he finished in 1 hour price was $421 for one wire and 1 hour of labor. Had me sign estimate after work was completed. Will not be using this company again.

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      Customer Service

      Reviewed Oct. 26, 2024

      Sears Home Services process to repair appliances is a broken process and people should avoid Sears appliances if they are thinking of future support and warranty services. I am stuck in a cycle of broken appointments and unable to talk with a person on the phone that can ensure a positive outcome. Our washer is broken and we paid the requested amount of the technicians estimate repair three weeks ago. Thus, no leverage for Sears to do what we paid for. The part ordered by the contracted technician (note Sears employee) arrived at our home. Sears Home Services in our case makes appointment changes during the time that the repair is supposed to be taking place with our asking if we are home that day. Thus, wasted leave from work and frustration and automated machines/Siri is not a good way to communicate problems and have a solution. Don't waste time calling 1-800-665-2127 (tried 15 to 20 times).

      Other number of 845-271-7847 resulted in getting a real person a few weeks ago but now the same number just gets an automated system. In hindsight I should have researched the current Sears company better and based my using them on their old reputation. I don't have their warranty service and am glad I don't having read many of the reviews at this site. Regarding ordering a nonwarranty repair, my advice is don't and look elsewhere with a reputable resource in your local area. We will keep working to get our washer fixed and I should have done it myself but am older and didn't feel strong enough to remove the stacked dryer on top myself.

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      Reviewed Oct. 26, 2024

      I purchased a stackable washer/dryer it arrived damaged. They picked it up. I'm still waiting on a refund. It's been 3 weeks. The delivery guy drop it while placing in truck causing further damage. I need my refund of $1700. I'm getting the run around. I have more photos.

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      Customer ServiceContract & TermsCoveragePunctuality & SpeedStaff

      Reviewed Oct. 11, 2024

      DO NOT WASTE YOUR TIME WITH SEARS.COM! We spent six months trying to get a new dryer from Sears to replace our 2009 dryer. We have had since 2009 the Sears Home Services Master Protection Agreement which was later updated to an A&E Repair Protection Agreement covering our Whirlpool dryer and washer. Response to service calls was just OK in that it took 7-14 days for the service rep to make repairs. When the motherboard for the dryer was not replaceable (no longer manufactured) the plan provided a $749 coupon to be applied to the purchase of a new dryer ordered from the Sears.com website. Starting in early April 2024 through October 2024, orders were placed, accepted, paid for, confirmed, and then canceled by Sears without any explanation.

      After no less than 21 phone calls and many "escalation to management" promises which were never acknowledged, Sears reps then revealed Sears actually has no inventory and forwards the orders to the manufacturer. One rep offered to send a check for $50 to pay for cleaners, but it never arrived. Another rep offered to send a check for $749 we could take to another appliance dealer. It never arrived. A management rep then said Sears does not send checks in lieu of the coupon. There is no recourse other than to continue to try to order through the Sears.com website.

      On Monday, we ordered the exact dryer through Home Depot at the same “Sale” price offered on the Sears website. Today, Friday, four days later, the dryer is being delivered -- unfortunately, without the $749 promised by Sears. Kudos to Home Depot! A pox on Sears and its hopeless and helpless customer “service” telephone reps. Lesson: Avoid Sears at all costs! Your life (and laundry) depends on it.

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      Sears Company Information

      Company Name:
      Sears
      Website:
      www.sears.com