“Where do I begin? Ordered a dryer; told it was in stock, got a delivery date and tracking link. The 7:30-9:30 am time slot as noted online cane and went- no calls to say “we’re on our way”, or “we’re running late”. At noon I started calling. Got hung up on while on hold. Twice! Third call, the rep was to even harder to understand, said he’d call the warehouse, stay on the line. He hung up again. My husband started calling when he came home from work specifically taking the whole afternoon to install the dryer after it arrived. He got the same runaround. “Oh, they missed the morning truck, so it’s coming from 3:30-5:30”. 5:30 came and went. This time I called again, asked to talk to a manager. Unbeknownst to me, my husband also called. We got 2 different stories. He was told the truck was on its way to Sun River (2 hours the other side of where we live.). I was told that for some reason, the dryer never arrived in-warehouse. Now we have a NEW delivery date for 3 days from now! In-freaking-believable poor service, failure to communicate, and dishonesty.”
“I purchased a dishwasher in November 2020. As of January 25th the dishwasher was still not delivered. The item was delayed not once or twice but 5 times. The latest update notified me my appliance could possibly be delivered mid February. Upon calling I was repeatedly told that it was the manufacturer’s fault... However, if I wanted to have it delivered within 3-4 days I could place an ADDITIONAL order and pay extra for delivery. Apparently if you purchase an extra dishwasher, the manufacturer delay seems to miraculously disappear!!!??? I ended up canceling my order. However, despite Sears having taken my money in November and not providing the product, I now have to wait at least 3 more weeks to hopefully get my money back!!!!!! I cannot believe this is allowed to happen... If you are looking for an appliance, I strongly recommend looking elsewhere. SEARS.COM will not deliver on their promise...”
“I placed a time of essence order on Sears.com on May 20,2020. They promptly took out the full payment for the 2 items on 05/21/2020. The first item had tracking # posted on 05/21/2020. The second item never received a UPS tracking #. On 05/26/2020 the first item arrived. It was poorly packaged and had scratches,and a dent. I was not happy about this condition. I chose not to complain due to severe time constraints.I understood on about June 1 that the manufacturer had taken my money and totally forgot about my order. I started the nightmare of trying to deal with customer service.I had not received the 2 piece nightstand set that was needed for a guest room . I explained my fear to every Sears rep. that I spoke to that this would not arrive in time for my out of state guests.I requested that the order be cancelled. Every rep insisted the nightstand set would arrive in time. They obviously don't want to cancel orders, and they don't care what they put you thru.I made the error of trusting that the nightstand set would arrive as promised by the rep on June 5,2020. This was after the deadline I had set for myself to safely do all that was needed to do. It was a day past what I had stated for the latest delivery date.I awaited on 06/05 ,and 06/06 no package arrived. I had to pay a man who was hired to set up the nightstand set for arriving at my home .I called Sears . They are horrible . I asked that they refund my money for the nightstands that never came.They claim I bought with a different co. that its not their responsibility. I bought off their website and contracted with them.It was Sears that took payment. They've wasted so much time with their bad excuses, and irresponsible behavior. I was in a terrible situation due to incompetence on behalf of Sears and their vendor. The vendor never shipped the order in a timely fashion , Sears allows the bad practices to continue.I wasted hours trying to rectify this. They DO NOT care about there customers.On June 7 a package was on my stairs.It was the wrong item and to make matters worse it was clearly a return from some other customer. I called Sears yet again. Sears solution is for me to ship it on my dime to this vendor. This damaged wrong item is on their website for a lot less money than what I paid.I asked Sears rep ,Ellie, If they could at least credit the difference between what was ordered . She said no . It's the vendor I need to deal with. No apology for the problems ,or that I had to now go and pay again for 2 nightstands, and rush to set up the guest bedroom. Sears wouldn't cancel this order when requested, and couldn't care less for the bad treatment ,terrible inconvenience, or anything else. They only care for money .Once that's received you no longer exist. I urge you to choose any store except Sears. I have been hi jacked for the amount I paid for an item they never shipped, had to pay 20.00 to the man who was hired to set these up , and I lost the ability to shop within a certain price for the nightstands. I had not even 24 hours to set up the guest room for my guests. I feel it's also important to note the vendor that they feature ,and sent me a damaged item, and a late ,incorrect item is not BBB accredited. This is a nightmare. Sears is no longer a reputable business. Stay far away from them. Sincere wishes,
Allie”
“I'd give a Zero Star if possible so DO NOT BUY ANYTHING from them. The worst company in the world for after purchase service. I've had my clothes washer for 20 months. The repair tech just finished his 13th call to the house after it was basically rebuilt twice. He needed to recommend "replacement" but, of course, they get paid for doing repairs so he's ordering parts again. You call Corporate, you can only get their call center. It took me 3 hours on the phone to get a Manager when I called three days ago. She assured me that a different tech would come. Nope, she lied. She assured me that someone in their escalation department would call me two days ago. Nope, she lied. It's been the same conversation every time and it's impossible to get someone who can actually fix the situation. $3,600 spent on the set and no one at Sears cares.”
“Customer service is the worst possible experience. They are in the Phillipines and Center America, which isn't an issue alone. What IS an issue is the robotic way they repeat a script over and over. Never listening to what the issue is. Never breaking script to be the least bit human. Just an infuriating repeat of "I'm sorry Ma'am for the inconvenience...blah blah blah" , in a heavy accent barely understandable.”
“Don’t buy from Sears . I purchased a refrigerator in January of 2022 . During the month of June I noticed my food was bad and by July the fridge stopped working. I contacted Sears for a repair appointment and the only available Saturday was in August. The technician ordered the parts. After 30 or more days the parts never arrived now , finally after numbers phone calls they put in for a replacement fridge. It has been 4 months that the fridge doesn’t work and Sears hasn’t resolved my problem. There was 2 attempts to deliver and all they did was delivery damaged goods that were sent back. We are mid October and I still haven’t gotten my fridge replaced and they don’t want to give me my money back. Don’t let this happen to you. It’s a nightmare. They have horrible customer service”
“Ordered a refrigerator and the water hose for delivery to a Home Town store. Received an email indicating my order was being processed. After a week I checked delivery status and saw that my order for the refrigerator was canceled but I was charged for the water hose. There is no option for customer service and I was told to call the store directly for a refund. I contacted Home Town and they referred me back to the 800. The 800 number referred me to online chat that states I should receive a refund in 10 days. 5 phone calls and no functional customer service option. Will not order from Sears again”
“We spent 2.5 k on a new refrigerator. It came without the handles. We have been over 9 months trying to get the handles. As of now we have 2 out of the 3 required. Now the unit is no longer manufactured and the parts store is at zero balance. We will never get our third one. We were informed today it is not eligible for replacement. Even if it is THEIR screw up. We have called them twice weekly for 9 months without success. Not only are their parts people morons. They have shoddy service. Thanks for nothing. I will never again buy a sears appliance. Very dissatisfied. If I could give you a zero I would.”
“Setting up apptmt a hassle, canceling nearly impossible. Of course they need your card # to process your initial apptmt, but when twice in succession they never show, never call, never text, they don't send a credit to your account to comp you for the valuable time you have twice wasted waiting for them to come. The ultimate indignity is NOT being able to cancel online, but having to wade through numerous teleprompts to reach an illiterate genius who takes more than 1/2 hour to generate a 15-digit cancellation # for your original apptmt.
I never bother to review business services, but this has me so irked that I have to warn ALL CONSUMERS - CAVEAT EMPTOR.
After Sears Appliance Repair not showing twice, we defaulted to our local guy Larry in Neptune NJ who gave us a next-day slot and fixed the washer pump on the spot when he came. Considerate, courteous, efficient.
SEARS must be run either by fools or trolls. STAY AWAY unless you want problems!”
“I had an appointment I planned 3 weeks in advance but the guy never showed up.. I wasted my day waiting for him (from 12-5). Also he wouldn’t answer his phone.. bad service”
“Ordered a refrigerator and the order was cancelled same day bc it wasnt available until august. It's going on 3 weeks now and I still dont have my money back!”
“The service under warranty is nonexistent. They schedule a service and don't show up. They don't even call just automatically rescheduled 3 weeks later and still didn't show up or call.”
“I have to give 1 star because there isn't a more negative rating. The return process is very difficult. All communications were by emails that include "error" link for returns, no phone number to call. I called my credit card & was finally given a number. The Sears agent kept repeating: "you must follow the process instructed in the email," which I already did multiple times before contacting my credit card. Lesson learned: Sears.com is not a reliable retailer, makes returning process extremely difficult & time-consuming. I will stay with Amazon from now on.”
“2 weeks in a row I was promised delivery of the outdoor bar I ordered and 2 weeks in a row It was canceled at the last minute. Both weeks I had to take a day off to be there for the delivery. I will never again deal with Sears.”
“2 years ago, I bought a Kenmore refrigerator ($1100). When it went out yesterday and I called a repairman to fix it, I found out it is actually a Daewoo refrigerator. Parts take 2 to 3 weeks to get here, and they want $500 to fix it. Not worth it! For it to just break again in 2 more years? I was raised that Kenmore was a good product, and Sears a reputable company.”
“I ordered a dishwasher in December 2nd and delivery was scheduled for Dec 4th. That day came and went and I was rescheduled for the 9th. No show on the 9tv and rescheduled for the 12th. Nothing on the 12th, rescheduled fir the 19th. Again a no show and was rescheduled on the 21st. Talked to an “agent” and was told they stopped fir dinner and was assured it would be delivered. No show on 21st and rescheduled for 22nd. Guess what did not show up on the 22nd? The dishwasher. Due to Christmas, was rescheduled to the 26th, no show again and was rescheduled to the 28th. Nothing on that day either, rescheduled to the 30th. No show on 30 either. Rescheduled for 2 Jan at 12:42. Nothing yet, I finally came to my senses and cancelled my order.
Do not buy from Sears if you need a replacement soon. If you have time on your hands and have a working appliance. Feel free to shop away, customer service sucks and you will be assured your delivery is on its way. Not the Sears company of old days, wish that company was still around.”
“I ordered appliances in the middle of October from Sears.com with a Nov 11 delivery time. They waited until November 4 to tell me that my items would be delayed until December 9. However, if I go to Sears.com right now, I can re-order the same appliances with a November 24 delivery. WHAT IS GOING ON???? I really need these appliances.”
