Sears

Sears Reviews

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Sears Reviews

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    How do I know I can trust these reviews about Sears?
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    • We use intelligent software that helps us maintain the integrity of reviews.
    • Our moderators read all reviews to verify quality and helpfulness.
    Page 1 Reviews 0 - 10
    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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    Customer ServicePriceStaff

    Reviewed Oct. 10, 2024

    Last week a technician came out to repair my refrigerator. The price for the repair was equivalent to the price of a new refrigerator. The tech did not have the proper parts and said that they needed to be ordered. The tech stated that I needed to schedule another appointment, which was one week out. Ultimately I'd be without a refrigerator for 1 more week. I was also told in order to secure my appointment, I needed to pay for the service first. I called customer service to complain and request a refund. The representative had a heavy accent and was very hard to understand. I was told that it would take 14 business days for a refund. I asked for a supervisor and the rep refused to put a supervisor on the phone. Overall HORRIBLE experience!

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      Customer Service

      Reviewed Oct. 2, 2024

      Monday (9/30) I made an appointment with Sears to send out a technician to service our refrigerator (icing over). After 20 minutes of a hard sell on whether I wanted to pay for the service call or enlist in an extended warranty program, I finally got the appointment made for Tuesday. Sears wanted an 8 a.m. - 5 p.m. window, which dismayed me, but I accepted. Tuesday came and Sears texted me -- in the afternoon -- that the appointment needed to be rescheduled for Wednesday. I phoned Sears to express my frustration at having one day wasted waiting for a tech who never came, only to be asked for the same service window again. We agreed that 9 a.m. - noon was more reasonable. It's 3:45 p.m.. I called Sears to vent, and to cancel my service request. They have wasted my time and, having done that, eroded my confidence in their competence to solve my fridge's issue.

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      Staff

      Reviewed Aug. 28, 2024

      Sears Home Service, AWFUL Experience!!! Unprofessional and inept staff. I requested a visit to check my washer that was giving me an error code. The Sears employee that came to my home spent the first 20 minutes texting with the prior customer (now I guess the prior customer was having the same issue I then faced..), then asked me if I had extended warranty. I said no, and he told me I should buy a new washer. All of this without even seeing my washer!!!! When he finally decided to take care of business, he was just standing and looking at it. I had to show him what the error code mean according to my google search. To make the story short, he left without giving me an estimate, but I have to pay for wasting my time and for having to explain the technician the problem I already knew my washer had. I needed a solution. I highly recommend to hire a professional but you are not going to find it at Sears.

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      Customer ServiceStaff

      Reviewed Aug. 20, 2024

      This company is horrible. I have been waiting two months to get my washer off of warranty with no straight answer. These people are sketchy and do not want to help at all. Even to cancel an order it will take a week. Honestly a horrible company.

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      Verified purchase

      Reviewed Aug. 20, 2024

      Technician went to the neighbor's house, ordered parts for a Samsung oven. I have an Amana and yes it's in the original work order. Forged my signature on the follow-up repair order. I tried contacting the technician and left a message, also Sears and only got the automated message system.

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      Customer ServiceContract & TermsPunctuality & Speed

      Reviewed Aug. 13, 2024

      I wouldn't give this company a single star if it wasn't required to fill at least one to write a review. I have a service protection agreement for my washer and dryer. The dryer died, so I scheduled maintenance. There was NO contact from Sears by email call or text during any of the process, I had to initiate all of it myself, even when they randomly cancelled or rescheduled. The dryer needed a part they didn't have in stock, so it went to ordering and I was told if in 10 days they couldn't get it, I would get a replacement dryer. Multiple weeks go by, and I have called them numerous times to figure out when I will have something done, no one knows what's happening, they offer me $50 whole dollars for the laundromat! Wow! I've not had a dryer for over a month by then. The voucher also takes 21 days by mail, they say (it never arrives).

      Finally they get to the point of offering me a credit for a new dryer, which I reluctantly order because it means I'm still dealing with SEARS. That was in June. My dryer broke in March. It is not AUGUST, the date of my scheduled delivery (And HAUL AWAY of the broken machine) and I've heard nothing from the supposed night-before confirmation call. I initiate contact AGAIN and they tell me they don't have the dryer in stock but once they do it will ship to me. No effort to do anything more to make it right. Hardly even an apology for the fact that I have been without a dryer for 5+mos on the promise that they will make things right PER A PAID SERVICE AGREEMENT. Do not buy anything from this trash company, there's a reason they've gone bankrupt and closed 90% of their locations.

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      Customer ServiceSales & MarketingStaff

      Reviewed Aug. 8, 2024

      We contacted Sears for a washer repair in May. We have gotten tired of contacting their customer service, they tell us the same bogus excuses. Here’s what we hear from them when we call “we placed the order and if someone doesn’t get back to you, call back in 3-5 business days.” Nothing, never happens. When asked to speak with the manager who makes the final calls, they aren’t unable to get me in contact with him, it seems as if it’s a scam. I am extremely frustrated with them, their service is poor and they have no urgency to assist customers. They are terrible, I have gone 3 months without a washer. Do not purchase anything from them.

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      Reviewed July 25, 2024

      I have tried to order an item from Sears.com twice, and I will not be trying to make another purchase from Sears again. Both times I was told they didn't have my shipping address (which was provided during the checkout process) so I provided it. Both times the tracking number provided was not for my shipment and was for someone else's address. Both times my item was "returned" with me never having received it. I expressed I still wanted the item but nothing was done. I thankfully was refunded, but the overall experience was terrible.

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      Customer ServiceInstallation & SetupPunctuality & Speed

      Reviewed July 3, 2024

      I purchased a Kenmore side-by side refrigerator in October 2019, along with a 5-year warranty. In late 2023 I begin having issues with water leaking from the freezer door. Sears sent 4 technicians to repair and it was not until the 5th tech that came out (in May 2024) was the problem properly identified. On May 8th the tech ordered a new freezer door and ice maker. To-date (almost 2 months later), I am still waiting for this issue to be resolved. In the meantime, the leaking water is causing my kitchen floor to become damaged. I am consistently calling customer service about the parts and installation, and being told each time the problem is being escalated. I was given a case # and told to call after June 29th for the resolution. I called on July 1st and now told I need to wait 5 days for a resolution. This is ridiculous! I will NEVER order any appliances or any other product from Sears.

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      Sears Company Information

      Company Name:
      Sears
      Website:
      www.sears.com