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1, Report #816914
Jan 02 2012
03:04 PM
Sears Sears has been dissapointing Internet
After being on the phone with sears for more than three days-I decided to contact general assembly directly. Sears disconnected my calls three times and I had to discuss my concerns with 6 different people in one day--Still-no help. I am very appalled by the customer services. Remember when Sears seemed to care. I think it is time to get give your service to other appliance and electronics stores who are trying to establish and retain a strong customer base. Where are the replies to all these Sear's customer complaints???? I was assigned a case manager-=no one assigned. A manager suppose to call---no one has called. Message to General Assembly: I just wanted to contact you and inform you of the poor service I have received from your company. My first initial contact with your company was less than professional. For example, Sears scheduled installation for my elliptical machine Saturday, and the customer service representative stated Well, we do not know if we can get a technician out there Saturday, and we do not know why Sears keeps scheduling for us. As well, general assembly contacted me and stated that a technician would be there Saturday between 12-3 pm. On Saturday, I began to become concerned @ 2:30pm- I called your customer service, and they reported that they would follow up--3:00pm-no call back. I called both sears and general assembly and both assured me that a technician was still coming Saturday. Your company called 3:40pm and reported that no one would be coming Saturday--Unbelievable, I thought--no explanation. Your company called and said that I could reschedule for Monday-I did and Sears suggested that it would be early morning. Well, it is Monday, your company is closed and still no assembly. I called Sears and they were shocked. I have never received such poor customer service in addition to unreliable service such as this. I just thought you may be concerned with the way in which your company is providing customer service. I paid $200.00 and I have no elliptical machine assembled. Sears reported that this is the only company that assembles the Nordic track and I am at a loss. Actually, at this point --I am afraid to allow a company that works in this manner in my home--it almost seems that this is a fraudulent company. I look forward to hearing from you.
Entity: , Internet
2, Report #1049842
May 10 2013
08:34 AM
Sears Sears Cares NOTHING for their Customers Internet
 On January 12, 2013, I ordered a futon from Olejo.com, through Sears.com's web site - a New Energy Fuji Futon Queen Frame, SKU#NEW8414. After having it for approximately 60 days, the edge of the front frame broke. This company's web site, as well as Sears web site states that there is a 10 year warranty on this frame. This was part of the reason we paid so much for it (over $400), rather than buy a cheaper brand. My wife emailed their customer service, and was told in a very condescending, rude manner that they only warrantied items for 30 days. I replied and asked what good was a 10 year warranty, if it was really only for 30 days. The reply was extremely hostile, and we were accused of purposefully breaking the item. My wife also called Sears, and was assured by their customer service that someone named Daniel would call her with 8 hours, and get an address for shipment of a replacement part. Daniel never called. All we want is the piece that broke replaced, free of charge. After only 60 days of use, I do not think this is an outrageous request?. After filing with the BBB (which is useless, by the way), an Olejo;.com representative said to call Sears, and they would take care of it,.  My wife called, and was again assured that someone from Olejo would return her call withing 48 hours?.  After 4 more days, she called Sears again, and they admitted that they do not help customers with problems through their Third-Party Reseller program.  So, basically, they feel it is okay to make money by partnering with unknown companies, but when it comes to guaranteeing that these merchants will treat their customers fairly, Sears bows out'. I am very disappointed in Sears, and will never buy from them again;.  I will also be sure and tell everyone I know how bad their customer service is, and to steer clear'. It is no wonder they are continually listed as a store that will not be around much longer. We did call the manufacturer of the futon, and they shipped us the part, but we had to pay shipping - $115.00!  I don't blame them, it is Sears and Olejo's responsibility to make sales right, not the manufacturer. 2d0d76e   I received a call from someone at Sears on 5/7/2013.  He was supposed to send me his contact info via email, but never did, so I didn't write down his name.  He promised to send me a Sears Gift Card for $125 via email, and his personal contact number, both via email, within 48 hours.  Well, as has become the expected behavior from any of Sears Customer 'Service' reps, he lied.  I cannot believe I believed anyone from Sears, even for a moment.  Anyone reading this, PLEASE do yourself a favor, and do not patronize these lying, scamming people.  There are plenty of other companies that have the same items, and treat their customers with respect and dignity.  STEER CLEAR of Sears!
Entity: Internet
3, Report #1064850
Jul 06 2013
10:21 AM
Sears Sears Grills Warranty SCAM Internet
A Warning to Consumsers concerning Sears UNDISCLOSED Warranty Terms for their GAS Grill Burners.Sears places a 10 year warranty on many of their burners.  A replacement value of 20-40$ per burner depending on the make and model of the grill. In order to place a Warranty Claim, Sears forces you to pay a minimum of $96 dollars (depending on location) in order for the a tech to come out and verify the condition of your warranty claim.You also may not bring the burners to a store for them to verify the condition of the burners.Obviously this reduces the value of the warranty to Zero and your stuck holding a bill no matter what you do.   
Entity: Internet
4, Report #1274669
Dec 16 2015
05:23 PM
Sears Sears ruined Christmas
I ordered a $1700 Samsung range from Sears online Nov 17th paid for in full was told it would be delived by Dec 4th. I called delivery and was told it was not released. I have called customer service and was on hold for 72 mins was not given an answer. It took me days and hours on the phone to get someone who spoke english and was in the US she claimed it was fixed and gave me a delivery date. stayed home all day no Sears. I have called over 35 people at sears and still have no idea if I will ever see the stove. Sears is the worst company and I hope everyone who reads this will never shop at Sears again
Entity:
5, Report #1298551
Apr 08 2016
07:19 AM
sears sears siding rip off Lufkin Nationwide
Paid 35K for siding in 2003 was told we had a lifetime warranty, trim began to peel in 10 years, salesman came out to examine and stated the trim was defective and Sears would replace it for only $4300.00 the warranty does not cover trim. Come to find out the warranty does not cover anything.  Don't waste your money on Sears siding. Harry, Pollok, TX
Entity: Nationwide
6, Report #1358600
Feb 27 2017
10:28 AM
Sears Who are you? Sears Nationwide
My water heater was not processing hot water on Feb. 4 2017. I called Sears and was asked if I wanted a Home Warranty contract for 1 year. I agreeded to the one year and paid them $74.00, and pay the service man when he came out to check my water heater $79.00 and it would go toward my repair. The repairman came out and I was told that my water heater was gone and that I would need a new one. He told me that I would have a $500.00 credit toward the heater and that Sears would get in touch with me. Sears did not get in touch with me I start calling time From the 7th up to the 9th and was given the run around. Meanwhile I had no hot water not so good, so finally I called another company and my water heater was replaced on the same day I called. Yea Feb. 9, 2017. I called Sears and asked them to cancel the contract and refund me the $74.00 and the $79.00, they told me that I will be refunded the $74.00 but not the $79.00 because the repairmen had to be paid and that was on me. But I told them I wanted them to do the service but they could not tell me why they did not service me as promise and up to this day I was never heard back from them I guess I would still be without heat water. But I did get a contract a week later telling me it was effective March 3 2017. I then understood why the ball was drop.    
Entity: Nationwide
7, Report #1031752
Nov 04 2008
05:29 AM
SEARS, Sears Clackamas Town Center Sears Appliance Nightmare Clackams Oregon
Since my earliest recollection, the word appliance to my family was synonymous with Kenmore. That is until recently. We have had the absolute worst consumer experience ever with Sears, and the situation is still ongoing. In late August, we went shopping to replace a Kenmore Dishwasher (that had lasted for 14 years). We visited the Sears in Clackamas, Oregon. A salesman named Roger sold us what was reported to be a Consumer's Report Best Buy Dishwasher. Upon delivery and installation we discovered that we had to remove a section of flooring (due to a recent remodel/floor build up) to accommodate the new appliance. After the installer left, we noticed a large puddle of water in front of the Dishwasher when we ran it. We called the installer, who came back and found that the door had a faulty lower seal. We called Sears and asked for an exchange. We had put a lot of money on our credit card and wanted a Dishwasher that worked. They arranged to have another Dishwasher delivered (same model) and they picked up the defective one. As the installer unpackaged the new one, and began to install it, he pointed out that that the new Dishwasher had a noticeable dent in the front door panel. We also noticed that the door was sprung and did not line up. Outraged, we went back to the Clackamas Sears store. We spoke with the original salesman (Roger) and an Operations Manager named Andrew. We asked for our credit charges to be dropped, and to have someone pick up the damaged Dishwasher. We were finished with Sears, and ready to go down the street to Home Depot or Lowe's. However, the smooth talking salesman Roger pleaded (mainly to my wife) to let Sears have one more chance to earn back our business. He offered a discount, a gift card, and a better model. Reluctantly we agreed. This model still ended up costing $100 more on our credit card. The third Dishwasher was delivered and installed. It was now mid-October. We ran the Dishwasher for about a week, and decided it was working sufficiently. We replaced the kitchen flooring. The day after the floor went in, we went to run the Dishwasher, and found that it was not working and the display panel was blank. We tested the circuit breaker and the supply wiring, and found that power was going to the appliance. Very frustrated and upset now, we called the repair division of Sears to get a service technician out (since the kitchen floor had been replaced). We were told that it would be up to ten days before they could get anyone out, and this would be diagnostics. If a part needed ordering, it could be up to two additional weeks. This was unacceptable. To make a long ordeal short, we talked to the store again, and there was now a definite reluctance to talk to us now. We have talked to Sears Source One multiple times and we have discussed our case with the Sears Customer Complaint Line. We have decided, NO MORE SEARS. We have now pleaded with several divisions of Sears to pleaseCOME PICK UP YOUR DEFECTIVE DISHWASHER, and TAKE THE CHARGES OFF OF OUR CREDIT CARD (and no restocking fee). We have re-ripped up our kitchen floor again to have this Dishwasher removed. WE WANT TO GO BUY A WORKING DISHWASHER FROM ANOTHER RETAILER. There have been promises of well get back with you tomorrowand no return call. Sears Source One told us they would get someone out early in the week. No one came. It's now NOVEMBER. We are at the end of our rope. Sears (in its current organization) is a mess. The right hand does not know what the left hand is doing. They are out-sourced and subcontracted to the hilt. There is no one in this organization (not even management) that can pick up the phone and actually make something happen expediently for a very disgruntled customer. Unfortunately, if Sears continues like this, their future is bleak. We will not be returning to Sears. This is the absolute worst customer service experience. Timothy Colton, OregonU.S.A. Click here to read other Rip Off Reports on Sears
Entity: Clackams, Oregon
8, Report #1031753
Nov 04 2008
05:29 AM
SEARS, Sears Clackamas Town Center Sears Appliance Nightmare Clackams Oregon
Since my earliest recollection, the word appliance to my family was synonymous with Kenmore. That is until recently. We have had the absolute worst consumer experience ever with Sears, and the situation is still ongoing. In late August, we went shopping to replace a Kenmore Dishwasher (that had lasted for 14 years). We visited the Sears in Clackamas, Oregon. A salesman named Roger sold us what was reported to be a Consumer's Report Best Buy Dishwasher. Upon delivery and installation we discovered that we had to remove a section of flooring (due to a recent remodel/floor build up) to accommodate the new appliance. After the installer left, we noticed a large puddle of water in front of the Dishwasher when we ran it. We called the installer, who came back and found that the door had a faulty lower seal. We called Sears and asked for an exchange. We had put a lot of money on our credit card and wanted a Dishwasher that worked. They arranged to have another Dishwasher delivered (same model) and they picked up the defective one. As the installer unpackaged the new one, and began to install it, he pointed out that that the new Dishwasher had a noticeable dent in the front door panel. We also noticed that the door was sprung and did not line up. Outraged, we went back to the Clackamas Sears store. We spoke with the original salesman (Roger) and an Operations Manager named Andrew. We asked for our credit charges to be dropped, and to have someone pick up the damaged Dishwasher. We were finished with Sears, and ready to go down the street to Home Depot or Lowe's. However, the smooth talking salesman Roger pleaded (mainly to my wife) to let Sears have one more chance to earn back our business. He offered a discount, a gift card, and a better model. Reluctantly we agreed. This model still ended up costing $100 more on our credit card. The third Dishwasher was delivered and installed. It was now mid-October. We ran the Dishwasher for about a week, and decided it was working sufficiently. We replaced the kitchen flooring. The day after the floor went in, we went to run the Dishwasher, and found that it was not working and the display panel was blank. We tested the circuit breaker and the supply wiring, and found that power was going to the appliance. Very frustrated and upset now, we called the repair division of Sears to get a service technician out (since the kitchen floor had been replaced). We were told that it would be up to ten days before they could get anyone out, and this would be diagnostics. If a part needed ordering, it could be up to two additional weeks. This was unacceptable. To make a long ordeal short, we talked to the store again, and there was now a definite reluctance to talk to us now. We have talked to Sears Source One multiple times and we have discussed our case with the Sears Customer Complaint Line. We have decided, NO MORE SEARS. We have now pleaded with several divisions of Sears to pleaseCOME PICK UP YOUR DEFECTIVE DISHWASHER, and TAKE THE CHARGES OFF OF OUR CREDIT CARD (and no restocking fee). We have re-ripped up our kitchen floor again to have this Dishwasher removed. WE WANT TO GO BUY A WORKING DISHWASHER FROM ANOTHER RETAILER. There have been promises of well get back with you tomorrowand no return call. Sears Source One told us they would get someone out early in the week. No one came. It's now NOVEMBER. We are at the end of our rope. Sears (in its current organization) is a mess. The right hand does not know what the left hand is doing. They are out-sourced and subcontracted to the hilt. There is no one in this organization (not even management) that can pick up the phone and actually make something happen expediently for a very disgruntled customer. Unfortunately, if Sears continues like this, their future is bleak. We will not be returning to Sears. This is the absolute worst customer service experience. Timothy Colton, OregonU.S.A. Click here to read other Rip Off Reports on Sears
Entity: Clackams, Oregon
9, Report #1031754
Nov 04 2008
05:29 AM
SEARS, Sears Clackamas Town Center Sears Appliance Nightmare Clackams Oregon
Since my earliest recollection, the word appliance to my family was synonymous with Kenmore. That is until recently. We have had the absolute worst consumer experience ever with Sears, and the situation is still ongoing. In late August, we went shopping to replace a Kenmore Dishwasher (that had lasted for 14 years). We visited the Sears in Clackamas, Oregon. A salesman named Roger sold us what was reported to be a Consumer's Report Best Buy Dishwasher. Upon delivery and installation we discovered that we had to remove a section of flooring (due to a recent remodel/floor build up) to accommodate the new appliance. After the installer left, we noticed a large puddle of water in front of the Dishwasher when we ran it. We called the installer, who came back and found that the door had a faulty lower seal. We called Sears and asked for an exchange. We had put a lot of money on our credit card and wanted a Dishwasher that worked. They arranged to have another Dishwasher delivered (same model) and they picked up the defective one. As the installer unpackaged the new one, and began to install it, he pointed out that that the new Dishwasher had a noticeable dent in the front door panel. We also noticed that the door was sprung and did not line up. Outraged, we went back to the Clackamas Sears store. We spoke with the original salesman (Roger) and an Operations Manager named Andrew. We asked for our credit charges to be dropped, and to have someone pick up the damaged Dishwasher. We were finished with Sears, and ready to go down the street to Home Depot or Lowe's. However, the smooth talking salesman Roger pleaded (mainly to my wife) to let Sears have one more chance to earn back our business. He offered a discount, a gift card, and a better model. Reluctantly we agreed. This model still ended up costing $100 more on our credit card. The third Dishwasher was delivered and installed. It was now mid-October. We ran the Dishwasher for about a week, and decided it was working sufficiently. We replaced the kitchen flooring. The day after the floor went in, we went to run the Dishwasher, and found that it was not working and the display panel was blank. We tested the circuit breaker and the supply wiring, and found that power was going to the appliance. Very frustrated and upset now, we called the repair division of Sears to get a service technician out (since the kitchen floor had been replaced). We were told that it would be up to ten days before they could get anyone out, and this would be diagnostics. If a part needed ordering, it could be up to two additional weeks. This was unacceptable. To make a long ordeal short, we talked to the store again, and there was now a definite reluctance to talk to us now. We have talked to Sears Source One multiple times and we have discussed our case with the Sears Customer Complaint Line. We have decided, NO MORE SEARS. We have now pleaded with several divisions of Sears to pleaseCOME PICK UP YOUR DEFECTIVE DISHWASHER, and TAKE THE CHARGES OFF OF OUR CREDIT CARD (and no restocking fee). We have re-ripped up our kitchen floor again to have this Dishwasher removed. WE WANT TO GO BUY A WORKING DISHWASHER FROM ANOTHER RETAILER. There have been promises of well get back with you tomorrowand no return call. Sears Source One told us they would get someone out early in the week. No one came. It's now NOVEMBER. We are at the end of our rope. Sears (in its current organization) is a mess. The right hand does not know what the left hand is doing. They are out-sourced and subcontracted to the hilt. There is no one in this organization (not even management) that can pick up the phone and actually make something happen expediently for a very disgruntled customer. Unfortunately, if Sears continues like this, their future is bleak. We will not be returning to Sears. This is the absolute worst customer service experience. Timothy Colton, OregonU.S.A. Click here to read other Rip Off Reports on Sears
Entity: Clackams, Oregon
10, Report #1031755
Nov 04 2008
05:29 AM
SEARS, Sears Clackamas Town Center Sears Appliance Nightmare Clackams Oregon
Since my earliest recollection, the word appliance to my family was synonymous with Kenmore. That is until recently. We have had the absolute worst consumer experience ever with Sears, and the situation is still ongoing. In late August, we went shopping to replace a Kenmore Dishwasher (that had lasted for 14 years). We visited the Sears in Clackamas, Oregon. A salesman named Roger sold us what was reported to be a Consumer's Report Best Buy Dishwasher. Upon delivery and installation we discovered that we had to remove a section of flooring (due to a recent remodel/floor build up) to accommodate the new appliance. After the installer left, we noticed a large puddle of water in front of the Dishwasher when we ran it. We called the installer, who came back and found that the door had a faulty lower seal. We called Sears and asked for an exchange. We had put a lot of money on our credit card and wanted a Dishwasher that worked. They arranged to have another Dishwasher delivered (same model) and they picked up the defective one. As the installer unpackaged the new one, and began to install it, he pointed out that that the new Dishwasher had a noticeable dent in the front door panel. We also noticed that the door was sprung and did not line up. Outraged, we went back to the Clackamas Sears store. We spoke with the original salesman (Roger) and an Operations Manager named Andrew. We asked for our credit charges to be dropped, and to have someone pick up the damaged Dishwasher. We were finished with Sears, and ready to go down the street to Home Depot or Lowe's. However, the smooth talking salesman Roger pleaded (mainly to my wife) to let Sears have one more chance to earn back our business. He offered a discount, a gift card, and a better model. Reluctantly we agreed. This model still ended up costing $100 more on our credit card. The third Dishwasher was delivered and installed. It was now mid-October. We ran the Dishwasher for about a week, and decided it was working sufficiently. We replaced the kitchen flooring. The day after the floor went in, we went to run the Dishwasher, and found that it was not working and the display panel was blank. We tested the circuit breaker and the supply wiring, and found that power was going to the appliance. Very frustrated and upset now, we called the repair division of Sears to get a service technician out (since the kitchen floor had been replaced). We were told that it would be up to ten days before they could get anyone out, and this would be diagnostics. If a part needed ordering, it could be up to two additional weeks. This was unacceptable. To make a long ordeal short, we talked to the store again, and there was now a definite reluctance to talk to us now. We have talked to Sears Source One multiple times and we have discussed our case with the Sears Customer Complaint Line. We have decided, NO MORE SEARS. We have now pleaded with several divisions of Sears to pleaseCOME PICK UP YOUR DEFECTIVE DISHWASHER, and TAKE THE CHARGES OFF OF OUR CREDIT CARD (and no restocking fee). We have re-ripped up our kitchen floor again to have this Dishwasher removed. WE WANT TO GO BUY A WORKING DISHWASHER FROM ANOTHER RETAILER. There have been promises of well get back with you tomorrowand no return call. Sears Source One told us they would get someone out early in the week. No one came. It's now NOVEMBER. We are at the end of our rope. Sears (in its current organization) is a mess. The right hand does not know what the left hand is doing. They are out-sourced and subcontracted to the hilt. There is no one in this organization (not even management) that can pick up the phone and actually make something happen expediently for a very disgruntled customer. Unfortunately, if Sears continues like this, their future is bleak. We will not be returning to Sears. This is the absolute worst customer service experience. Timothy Colton, OregonU.S.A. Click here to read other Rip Off Reports on Sears
Entity: Clackams, Oregon
11, Report #980475
Dec 11 2012
08:45 AM
Sears Sears Blames Customers For Misinfortion Sears Gives Internet
I put an item on lay a way with Sears I called and spoke to a manager by the name of Shawn on 11/23/2012 and advised him that I was out of town and would not be back to pay off the lay a way until 12/7/12 and he stated not a problem he would hold my lay a way for me and it would not be cancelled. I went in to pick up the lay a way on 12/7/12 as I stated and they cancelled the contract without my express knowledge or consent and charged me a $15 cancellation fee. I then spoke to Ms. Nives who stated that Shawn should not have told me this and that she would refund my $15 and try and get me the item at the same price. I called the corporate office and spoke to Crystal and she refused to refund me my money and refused to take ownership of the lies that the Sears representatives told me. She stated yes she understood the issues, but she could not refund me my money because the contract states there is a $15 cancellation fee. I would not have cancelled the lay a way at all. The company refuses to take ownership and they are continuing to blame me for all of the misinformation that Shawn, Ms. Nives and Krystal gave me. I have been told that I should have followed the contract and not what a manager informed me they would do. I requested to Krystal's manager and she refused. Krystal became a bit rude with me when I stated that Sears is blaming me for the misinformation that I received from their store representative. Krystal then stated in a rude tone Did you ever hear me stated that it was your fault? She never stated that it was my fault, however she refused to answer the question about who's fault is it that the Sears employee and employees gave me misinformation. The information has been verified that I was misinformed and I was told that they will send an email to the employees to give out the correct information in the future, but they refused to refund me my $15.
Entity: , Internet
12, Report #923258
Aug 06 2012
01:42 PM
Sears, Sears Holding Corporation, Kmart BOYCOTT SEARS Aslip, Illinois
I'm still upset. I purchased a generator from sears after the bad weather. Yikes no electricity for a couple of days. The Generator was broken, Sears wanted to charge a restocking fee, just 30 minutes after I purchased. To top it off they will not refund my money for 5 to 7 days. They are thieves. They have the generator and my money. I called the corporate and customer services told me there is nothing they can do. This is B.S. I have no lights. Almost lost all of the food in the house and Im out $700.00 until they feel like giving me back my money. BOYCOTT SEARS....I WILL NEVER, EVER, PURCHASE ANYTHING FROM SEARS/KMART EVER AGAIN.
Entity: Aslip, Illinois
13, Report #456731
May 29 2009
08:02 PM
Sears, Sears And Roebucks, Sears Holdings Sears is holding my rebate hostage Hoffman Estates Illinois
We purchased 6 appliances in the begining of february 2009. We purchased these appliances under program # H090047 , which is their buy more save more rebate program. We were assured it would take 4-6 weeks to recieve the rebate via mail. We have now waited 4 months and are still waiting on the rebate, worth almost a $1000. We have tried everything from the various customer service departments to emailing and calling sears, with everyone giving us the run around. We have now been told that it will take another 8 to 10 weeks to get our rebate. This is beyond unacceptable! It has been 4 months already and they expect us to wait another 2 to 3 months, what kind of company are they running, stealing peoples money? They have gone too far and need to be held accountable for thier horrid customer treatment and services! A resolution to the problem is simple, priority mail our rebate to us now and find a way to compensate us for our months of undue stress, anxiety and horrible treatment by their employees! Michael and christine silverdale, WashingtonU.S.A.
Entity: Hoffman Estates, Illinois
14, Report #515703
Oct 27 2009
01:46 PM
Sears - Sears Home Improvement Products Withheld pay Manchester, New Hampshire
It took nearly three years for sears Home Improvement to pay me PART of what they owed me. Sears sent me a check out of the blue that was over two years past due. Another time when Sears fired the Manchester store manager, the new manager found two checks for me that were in the manager's desk - I guess he was keeping the safe for me. This company is so crooked that I can't, for the life of me, understand how they are allowed to continue in business. They have over 100% turnover and the installation crews are untrained. It would be a great Mad Magazine article if people didn't actually work for the outfit. I buy nothing at Sears, and everyone in my family avoids them like the plague after my experiences with them. I was a big customer once. Don't work for them. Become a dope dealer or a pimp - there is more honor there.
Entity: Manchester, New Hampshire
15, Report #483455
Aug 21 2009
10:52 AM
Sears & Roebuck Sears Sears' Kenmore Appliances Called Junk by Sears' Blue Team Repair Tech allen, Texas
Two years ago, I bought my daughter a new Sears and Roebuck Kenmore Refrigerator.  It was their top of the line model with all the whistles and bells.  We felt safe buying Sears appliances since they were considered good quality and slightly less expensive. Little did I know much has changed behind the Sears doors.  The Sears' Blue Team repairman arrived to tell us the Kenmore appliances are an embarrassment to the service teams and commonly break down after a year.  We were left with the decision of repairing the old refrigerator for $900 or just buying a new one.  He said the parts were poorly made from materials not designed to withstand long term use. Sears wants no part in addressing its' product shortcomings.  Since this happened, I enquired on Facebook about experiences with Kenmore.  I was shocked at the quantity of the response.  This isn't an isolated lemon appliance. Avoid Sears and shop elsewhere.    
Entity: Allen, Texas
16, Report #1153343
Jun 09 2014
02:51 PM
Entity: Tempe, Arizona
17, Report #273013
Sep 07 2007
08:57 AM
Sears Sears Repair Customer Service is abusive Danbury Connecticut
Four years ago I purchased a Sears Kenmore Elite refridgerator in addition to an oven/stove combo which totaled over $7,000 from Sears. Yesterday, I scheduled an appointment for the refrigerator that is no longer working, which I certainly didnt expect since Consumer Reports had extremely high ratings the very reason for the purchase. (It's internal temperature is a steady 58 degrees.) I scheduled a service call for 9/13/07 and I was told the technician would be at my home between 1pm and 5 pm, and that he would call before arriving. I was also told if there was no answer he would not service, and I would have to reschedule. (Which put me in a position to have to speak to solicitors all day.) After waiting all afternoon , at 4:00 pm, a Sears representative called to inform me that NO ONE would be showing up to fix the appliance, and that I had to reschedule. Sears cancelled my service call!! I was astounded! The next closest appointment was 6 days away on 9/12, and then I have to be available ALL DAY! I was told since SOME of the parts are still under warranty, I am unable to call any other repair service, so I am technically held hostage by Sears. Everything that was in this state of the art refrigerator which we paid a couple of thousand dollars for has now spoiled. I called to speak with the sales person who received the handsome commission from our purchase and it was no surprise that he was no longer there. I did speak with the Large Appliance Department Manager, Chris Devans, in the Danbury, CT store, who when I pleaded for assistance, told me, theres nothing I can do, its not my department. So THAT's the best he can do??? Nice! I informed him that if that was the BEST he could do, that it certainly wasn't good enough, and not ony will this be the end of furture purchases from me, but I will tell the world about this experience and let others decide for themselves if they want to spend their money at an establishment that could care less about customer service. Well guess what, I will NEVER purchase another thing from ANY department in Sears, and I dont recommend any one else to shop there either as they dont give two cents about you once youve purchased the item. They may have made money on this sale, but they most definitely LOST any future business from me, my friends, family, and any one else to whom I can relate this story. Reneep Weston, ConnecticutU.S.A.
Entity: Danbury, Connecticut
18, Report #103808
Aug 15 2004
11:11 PM
Sears sears Master Protection Plan not honored Bend Oregon
On March 21, 2003 we bought a kitchen range from Sears in Bend, Or. We paid $749.99 a 5% promotional credit, plus $139.99 for a 3 year extended warranty or Master Protection Agreement as they call it plus $50 for delivery for a total of $902.48. When the stove was delivered on March 24, 2003 it had a broken oven door handle. It appeared to have been hit with something. They said they would repair the handle and since it was the last stove of that model in stock we said we would keep it. Sears sent a new handle and made an appointment for a repair person to come out and install it. The repair person did not keep the appointment. We called repair service and they made another appointment. The repair person did not show up. We called the Sears store in Bend and after talking to the appliance department there we decided to install the handle ourselves. When we opened the box the handle was cracked. We put it on anyway and the stove was usable at that point. Sears sent a repair person to look at the handle. When he arrived he ordered another handle and made an appointment to install it the following week. He did not keep the appointment. We called repair service and they made another appointment. The repairman arrived on March 15, 2003 and installed the second handle. While he was working on the stove he attempted to clean the glass top with an abrasive material and scratched the glass top. That area was never clean after that. In December we discovered that the inside seal of the oven door was leaking. We called repair service and they made an appointment to fix the door and the glass top that was ruined by the last repairman. The repairman came on January 5, 2004. He looked at the stove and ordered the parts needed to repair it and made an appointment to install the parts on January 12, 2004. He did not keep the appointment. We called repair service and rescheduled for January 13, 2004. The repair did get there that day and installed the parts. In the first week of July of 2004 we started getting an error message on the stove. Each time it appeared we had to push several buttons to make it disappear so we could use the stove. We called repair service and made an appointment to have it fixed. They did not keep the appointment. We were going out of town so I said I would call them when we returned. When we returned I called to make another appointment. They did not keep the appointment. We attempted to call the Bend store manager and we were not able to talk to him even though we called more than 5 times. We were disconnected each time we called and asked to speak to him. I called the service center and told then that I would like to have a new stove since there was no way to get a repairman to our house. When I talked to the person in the service department I was told that it was our cat setting off the sensor. When I asked where the sensor was I was told that it was hidden and I could not see it. When I asked how it was possible for the cat to set off a hidden sensor I was told to flip the breaker to the stove to reset it. This did not work and it is not a satisfactory solution to the problem.. We made another appointment and the repairman did come that time. He looked at the stove and ordered the parts. He made another appointment to install the parts. At this time the oven was not operational at all He arrived on August 11 to install the parts only to find that the wrong parts were sent. He made some phone calls and said we would be contacted soon. About an hour later someone from the Portland Sears Center called and said that they would replace the stove. They asked what features were on the stove and said we would be called the following morning (August 12) to set an appointment to deliver the stove. We were not contacted. I called the Portland number we were given and was told that they needed to know the features on the stove. I started to list them and when I was partially through the list I was told that that was enough information and she would pass it along to another person. I asked how long the process would take and was told that the person was very busy. I waited until 5:00 and then attempted to call the Bend Sears store manager. I left a message saying that if the situation was not resolved quickly I would file a complaint with the Attorney General. About an hour later the manager of the appliance department (Betty Ashford) called. I told her what our problem was and she said it sounded like Sears was trying to fix it. She said she would call the repair center and get back to me before 9 PM. That did not happen. So far we have spent a total of 13 days waiting for a Sears repairman to replace a handle and oven door and to replace the glass top that one repairman ruined. Several other calls to the repair center have been made that I cannot document. We have been given customer rep names and phone numbers to call if the promised action didn't happen only to be told when we called back because the action didn't happen that there was no such extension or person working for Sears. We have $902.48 invested in the stove and an extended warranty. At this point we have no oven and all we are getting is promises. Thursday August 12, 2004 Made a courtesy call to Bend Sears to let the store manager know that I was going to file with the Attorney General. I could only leave a message. A few hours later I received a call from betty Ashford who said she was the appliance manager. I told her about the problems we were having. She said she would get back to me before 9:00. She did not. I then filed the above report. Friday August 13, 2004 Called 1-800-927-7836 to ask for rental authorization. I was told I would be reimbursed only until the day the stove was fixed or replaced. I can only rent a stove by the month. 10:42 AM---received a message from Betty saying that a Service Replacement person had authorized a replacement range and that she had a salesperson trying to find one. She said she would call when they had one in hand. 10:44 AM---Received a message from Jennifer at Sears National Customer Service. She said she needed my MasterCard number. 800-927-7836 Option 4 Ext. 12359 10:00----Received a message from Mary Ann at 800-295-8785. She said she had authorized a replacement stove Model # 92882 Model # 92882 does not have SureSimmer or Recipe recall. I do not know if it has a clock, Serve Warm, Timer, Touchpad controls, delay start, LogiClean, Sturdi-Glide racks. In late afternoon I returned Mary Ann's call to let her know the model she chose was not acceptable. I was told she was not in and would not return until Monday. I then called Betty at Bend Sears and told her I would not accept that model. I told her I had been online and there were only 2 models close to the stove we have. They are #92172 and Model # 95172. She said they were not in stock and would have to be ordered but she would have to get authorization from Mary Ann and that she would email her and let me know on Monday what was decided. She said the model stove we have is no longer manufactured and there are none available to order. Saturday, August 14, 2004 1:00 PM----Ken from Bend Sears called. He said he found the exact same stove as ours in the warehouse but they could not deliver until next Saturday. I asked him if it was the same model and if it was new. He said yes. I asked him if the top was white. He said no it was black with white specks in it. I told him I would have to look at it before it was delivered. We have family here this weekend and Glen is having a procedure done on Monday so it may be a while before we can get in to look at it. I told him I was very unhappy with the fact that Sears was being so picky about how much the replacement stove cost since it has been 5 weeks since we called for repair and stayed home several days waiting for a repairman who never showed up. I also told him I was very happy with my stove and the same stove would be fine with me. Glen La Pine, OregonU.S.A. Click here to read other Rip Off Reports on Sears
Entity: Bend, Oregon
19, Report #289398
Dec 06 2007
11:29 AM
SEARS No such thing as sears customer service Brea California
In June/July 2005 I purchased 4 sears appliances (built a new home). I have had several problems. I will list them below, in the order they occurred. 1. From a Sears retail store in Oneonta, NY I purchased a ceramic glass topped range, a side/side refrigerator and a dishwasher. The side/side refrigerator arrived and when it was unpacked and ready to be installed, the builder pointed out a squashed dent on the bottom of the refrigerator. He would not install it. I fought over the phone as did my husband with the store from whom we bought the refrigerator; he not only insulted us and was very demeaning and sarcastic but refused to replace it. After many insults and about 2 months, the store management finally replaced the refrigerator. In the meantime, I had to buy another refrigerator to use while waiting for the replacement. 2. Fall 2005, my brand new dishwasher (Model 665.16034401) stopped working and the touch pad display was frozen at the clean light.. A repairman came out. He did not fix it, but sent another repair man. He came out and checked all the moving parts and removed the lower wash arm assembly and put it back together. He fixed the touch pad and left. (Nov-Dec 2005) I then ran the dishwasher. He had neglected to completely tighten the plastic bolt on the wash arm assembly. As a result, the gray, hard plastic disk that supports the lower wash arm became loose and rested on the heating element at the bottom of the dishwasher and melted. I then ordered the wash arm assembly (8268311) to replace it, thinking it was better to eat the cost of replacing the melted part than to garner another service charge to have them deny they left the part loose and having caused the problem. The part came (end of Dec), but only the washer arm was included and the hard gray plastic disk part I needed was not included. The box was labeled box 1 of 1. The box is too narrow to fit . The diagram in the parts manual has the number 1 (denoting the wash arm assembly) pointing to the arm ONLY. I did not return the part because the dishwasher appeared to be functioning fine with the melted plastic disk. Then, since May, my dishes, though they have been cleaned with the same brand of dishwasher detergent and rinse aid, started having a rainbow oil type residue on them. I decided I better replace the melted disk because perhaps it was protecting the dishes from mechanical lubrication or something. That is when the problems really started. --THE RUNAROUND Last week or the beginning of this week, I called parts 2 x. They agreed that the part was not listed but COULD NOT REFER ME TO ANYONE WHO COULD FIND THE PART. Instead they referred me to service. Service told me they couldn't help without sending out a service tech. The service tech called before coming today and when I explained my dilemma, said it would be a waste for him to come because he could not credit me for the part(s) and the part I supposedly needed was 8268340 , a spray arm seal. I called back parts. They said that the 8268340 part was a gasket, not a large hard gray plastic disk. They referred me to Customer relations. Customer relations said I could not have a refund because my part was over 90 days . I yelled a lot because no one in Customer relations or earlier in parts would let me speak to a supervisor in order to (1) get the part I had originally wanted (2) address the problem with the refund of the dishwasher arm (3) GET THE PHONE NUMBER OF THE PARTS PLACE THAT SENDS OUT THE PARTS. I then calmed myself down and called customer service again. This time I was referred to a person who said they would request that the part I needed that was not labeled or numbered in the parts booklet to be researched. They are supposed to call me back on Monday about finding the hard gray plastic disk that supports the dishwasher arm. Progress. For the refund/exchange of the part they connected me to someone else in National customer service. The person who answered requested that I call back on the 1-800-469-4663 number and to ask the customer service person to request Unit 8244. The first time I did that I got a very fast busy signal. The second time I called, the line just rang and rang for at least 10 minutes. I gave up the call and tried to look for the corporate offices e-mail or phone number on the sears.com site as I had been advised by one of the customer relations operators. When I tried the link to corporate links on the Sears.com site, it would not work and said the site was temporarily unavailable. I am upset with the lack of knowledge or stonewalling that one receives when calling with a problem. I am uspet that the company has you behind the 8 ball with respect to the cost of warranty/service contracts as opposed to going without and cost of service calls (one can't win -- either way satisfaction has been hard to come by $$$---in my instance, my part would not be considered as eligible under service contract, as one of the people from Sears informed me). I am very angry at this company and the way it conducts business; I feel bad for the people who have to deal with the public. This is what I want: Refund and/or exchange the part I received (lower washer arm only - # 8268311) for the gray hard plastic disk that supports the lower washer arm (part number unknown). DISHWASHER MODEL # 665.16034401 Piterpack Brea, CaliforniaU.S.A.
Entity: Brea, California
20, Report #281884
Oct 30 2007
11:57 AM
Sears Sears Master Protection Agreement ripoff Mobile Alabama
After dealing with Sears customer service I can honestly say that I will never buy from this dishonest retailer again. I was told that after my washer had failed several times, I was getting a replacement and that I would hear from them in 24-48 hours. It has been a week now and all I get from them is we are still working on it. It is obvious to me they do not care about the customer and all they are after is the quick buck. I will enjoy watching Sears go down the tubes as they are doing right now. Philip Saraland, AlabamaU.S.A.
Entity: Mobile, Alabama
21, Report #135139
Mar 15 2005
06:17 PM
Sears Satisfaction is not an option at Sears Ruston. ripoff Ruston Louisiana
I purchased a stove and microwave at Sears in Ruston on a Monday. They did not have in store, so they made me pay upfront and told me the stove would be in on Friday and the microwave would be in on the following Tuesday. The receipt had that the items would be in on Tuesday. Waited until Tuesday to pick up both, but store said that the stove was on backorder and might be in the next Friday. My wife explained that we needed the stove since ours was out. She asked about cancelling the order and getting our money back. He told her that it would be two weeks for us to receive a check from Dallas. I called the Customer Service Departmet at Sears and the girl I spoke with took my information and called the store to see if he would just give us a Sears Gift Card so that we could go to another Sears in Monroe to purchase the stove that they have in stock. He refused and she said that he was very rude and short with her. I told her that I was not satisfied and that they promised to satisfy guaranteed. She told me to call corporate offices and ask to speak to the District Manager. Called the corporate office and spoke to a very rude lady about my problem. She said that they offered to refund by check and that is how they will satisfy me. I told her that in order to satisfy me, I needed the stove that I ordered, and I would like a gift card to be able to purchase the stove today, not two weeks later. She said that no one at the corporate office had the power to tell a store manager what to do. That they leave the decision up to the individual store. I asked how they could guarantee satisfaction, and she replied we've tried to satisfy you. I told her that I would not ever shop at Sears and she said that was fine. I feel that Sears should have tried harder to accommodate my request instead of telling me that I must be satisfied with their rules that are not clear until they make them up. There is nowhere in the store I can find that says that refunds take two weeks and are made by check from Dallas. I feel that they are trying to punish me for cancelling the order. If I would have been told up front that it would have taken this long I would have never purchased. Robert Ruston, LouisianaU.S.A.
Entity: Ruston, Louisiana
22, Report #408290
Jan 05 2009
03:18 PM
Sears Roebuck & Co. Bought A Washer From Sears Southgate Colorado
Bought a Kenmore Washer at Sears Roebuck & Co. Of course I thought Sears sold quality products. Before the first year, repair service had to be called in. Basket out of Round new basket required. This machine noises were a bit loud but as the year progressed it started to wheeze then whistle then clink changing gears. Called in repair new clutch, gasket, gearcase, support was needed. There sure were alot of parts going out then in, oh but I had purchased the MASTER protection plan when I bought the machine. Of course the machine had greased up some of the clothes before the repair. Should I get a refund on the machine to pay for my ruin clothes. The machine started its wheezing and whistling and clinking last month Dec 2008 called in the repair service, oh thank god I bought another year of MASTER protection. When the repair man showed up oh I remember you now from past repairs, just what I want to be known for. Guess which part, the clutch! Well that fix lasted maybe 7 days. Due to the time of year I decided to wait until the holidays were over, so the repairman is coming in two days almost a month later to the day. Guess they don't have, pay the customer day of pay for all their MASTER protection plan days. Moral of the story is I will never buy anything from Sears as they have no value in their products Rar Woodland Park, ColoradoU.S.A.
Entity: Southgate, Colorado
23, Report #371332
Sep 09 2008
02:59 PM
Sears Defective design in expensive Sears Clothes Washer Longview Texas
Our Sears model 417.41142000 clothes washer has a design defect. It is a front load washer with a Sears dryer stacked on top. We paid extra for the stainless steel tubs in both appliances because we did not want stains from water or soap on our clothes. The store salseman pointed out how nice this feature would be for clean clothes. After several years the washer failed and when I disassembled the unit to try to repair it I found that the tub is not entirely stainless steel. The bracket which holds the tub to the spindle thru the drive mechanism is a zinc die cast part. It had been corroded by soapy water and the back of the tub was covered in piles of goop. All of this corrosion is available to the wash water and to the clothes that are being washed. This hardly meets the salesman's promise of non-corrosion. It would add very little cost to the construction to seal the bracket in epoxy or plastic, or to make an entirely stainless construction as promoted. The worst side of the problem is that a replacement part is $197. Any buyer of this product should add the cost of this part, which will fail, into the cost of the appliance making it one of the most expensive washing machines on the market. Porter c big Sandy, TexasU.S.A.
Entity: Longview, Texas
24, Report #546516
Dec 28 2009
08:21 PM
Sears Sears & Roebuck Price Match Policy & Customer Respect Pottstown, Pennsylvania
At a recent trip to Sears to buy 3 major appliances with a total of nearly 4300.00 my wife and I had a rather pleasant turned sour experience.Day 1: Shopped in store, picked out numerous appliances we liked and ended up ordering all 3 that day.Day 1: Later that evening, my wife was looking online for competitive prices, to see if we can go back and make an even better deal. Success! Day 2: Return to store with print outs for local -- and i mean local as in 3 minutes down the street competitors - Lowes & Home Depot.The Home Depot Pricing & their ResponseWe were informed that the pricing from their website was not valid as the site said Internet Special -- yet we had just been in the home depot, and they had the same prices in store. They had a 10% mark down on all prices in the appliance department. The general manager of the Sears stated that while they could match the standard price for the refrigerator they would not honor the 10% off price. If we had done as the GM had stated, we would've saved around 200.00, not the 400.00 we would've saved going to Home Depot. While this made little sense to my wife and myself as as price is a price, whether its a 10% discount or a 150.00 mark-down, its still a discount. We canceled the order for the refrigerator. Lowes Versus SearsWe then had another price we wanted to match. This one I was thinking would be difficult, as unlike the home-depot price match, we had 'slighlty' different product numbers from Sears to Lowes. While both had matching features, the item numbers were off by 1-2 digits. Same model, same look, same buttons, dimensions etc. They of course did not match this either.End of story? We really liked how our original sales person helped us, we despised how Sears treated us in regards to the price match policy.Below is a more detailed recollection of the event:While i spared the above details the emotions involved, the first reaction to our attempt to price match by the sales person was to brush us off and tell us they could not do the match because they were 'internet prices'...for a local B&M. After pulling over an area manager who quickly read the print out and said yup, can't do it, and walked away...we pressed more for added help. We were told we would need to go to home depot, bring a copy of the pricing over for them to match it for Sears to consider matching the price. We responded with doubt that we should need to go through the effort if a phone call & our print out from the website should suffice. After this pleading, the sales person said fine, and ended up calling home depot which confirmed the pricing. She found out our price was correct, but then said she still could not match it -- because the Home Depot dept had a 10% mark down, and they do not match that. With shock, i asked for a manager again. She said we had talked to one already, and I pursued further, when finally the GM of the store arrived. She then confirmed both that we couldn't match the price and it was all that she could do, but to match the 'non-sale' price at Homedepot, which was already 200.00 less than the sears price. We denied this and canceled the order, as it would save us 200.00, but not the full 400.00 that Homedepot could offer.. At this point, including the attitudes we had been given, we knew matching the prices on the washer/dryer would be a lost cause as in that scenario, the item #'s were slighlty different between Lowes & Sears. We canceled this as well, and ended up going to the local two competitors, paying less for the products and NOT paying shipping.
Entity: Pottstown, Pennsylvania
25, Report #542636
Dec 20 2009
11:58 AM
Sears Holdings Redding, California Sears vstore horrible delivery, customer service Internet
My wife and I bought a new washer/dryer from Sears in Redding, CA.  Our washer was totally shot.  When it was delivered the pedestal for the washer was missing and the proper parts to hook up the dryer were not there.  We had to wait another week for the next delivery where we live.  Due to Sears mistake, another $50.00 at the laundromat.  The second delivery, washer installed, STILL no correct parts from Sears to install the dryer.  They even suggested I go to the local hardware store and install it myself.  I wrote Sears custoner service, explained the situation and expected some type of cut off the price, drop of delivery fees, something like these companies used to do when they fouled up.  This was on top of the lousy service in the tool department the same day we bought the washer.  The sales lady in the appliance section actually sold me the tool kit I wanted because the sales people in tools were standing around.  So now I have to nwait another week to get the dryer installed.  And all we get from Sears are 'canned' e-mails.  They are not the store they used to be.  I will not shop there again, and I have shopped there for well over 25 years.
Entity: , Internet

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