Sears

Over the years I have bought many appliances from Sears and my experience has been good but looks like things have gone really bad at Sears. They are advertising saying ‘Don’t go it alone’ but if you buy an appliance from Sears you will be going all alone once they sell it to you.
I bought an expensive French door refrigerator from them for my new home. They delivered and installed it on May 19^th but Freezer, water dispenser and ice maker never worked. We scheduled an appointment for a technician to come and fix it. They couldn’t give us an appointment to us till June 9^th. That’s right 3 weeks with no freezer. Yesterday the repairman showed up, fiddled around with the freezer said he has fixed all the three things and should start working in couple of hours and left. Unfortunately, all the issues are still there. Worst he scratched my brand new hardwood floors with an ice pick.
I called Sears again today to get someone back again to fix the issues. After bouncing through various call transfers now they have scheduled someone to come on June 21^st and can’t get anyone sooner to come fix the freezer. So we will be without a working Freezer for over a month thanks to Sears. I am not sure they can even fix this or not. Looks like they sold us a lemon and probably we are going to end up with an expensive piece of junk.
Do yourself a favor and don’t believe their appliance advertisements. Home Depot may not have ready sales person to help you but at least they give an excellent customer service when it comes to handling returns and issues.
Why doesn’t Unilocal give an option for a –ve star? Sears doesn’t deserve even one star at this point. I doubt they pay any attention to negative reviews but I hope they do and contact me to salvage the situation or they have lost one more customer for good.

Unethical and probably illegal.
I bought a through-​the-​wall air conditioner yesterday at 10am. It was boxed and had strapping around the box. When I got home I removed the old Kenmore air conditioner that wasn’t working (we bought an old house, not sure even how old it was) I saw it was double the BTU’s of the one I just bought. I called the store multiple times and never got a human to answer. I kept getting transferred to the department then disconnected. So I took the unit, still in its original box with factory strapping, back to the store.
I had read all of the paperwork that came with the purchase and nowhere was there a return restriction, and I was looking to exchange it anyway. The clerk in the loading dock immediately told me they don’t accept air conditioner returns. After waiting for his manager, who saw it hadn’t been touched, she took it in and gave me a returned ticked. I had to go to the department for the return/​exchange.
Everyone gave me the exact same story about not accepting returns on air conditioners. It was now 7 o’clock on a Saturday evening and of course no one in authority was in the store.
LONG story short … after having a bit of a stubborn fit and insisting, I was able to make the exchange.
Whilst ringing up the exchange I noticed the posted return policy on the counter next to the register. They clearly state you can return anything in the department so long as you have the original packaging and all the parts.
Unethical management at best, probably illegal at worst. Sears’ «Satisfaction Guaranteed or your money back» is clearly as dead as Sears is likely to be. Sad.

February 29^th I paid $ 79 for Sears to send a repairman to my home to address my washing machine issue. Repairman was in and out in 30 minutes, a wire broke and he suspected it was due to a nylon cable tie. Repairman told me he replaced the wire and made sure the cable tie was not in a position to choke the wire again. Three weeks later my washing machine is having the same issue. I am within the 90 days warranty of the service, I asked Sears to send another repairman. Sears sent the same repairman, who said it was the wire again. He lectured me on choosing my washing cycles and unbalanced loads etc. He said it was the same wire but this time it broke in a higher place and he REPLACED the wire. 5 weeks later, my washing machine breaks AGAIN! Same Issue. I call Sears and was adamant about Sears sending another repairman, we needed a fresh pair of eyes on this as the other repairman was not getting the job done. Finally, Sears kept their word and a new repairman came to my house promptly at the beginning of the time slot. He asked for my original receipt to see who the repairman was the first two times. Apparently the first repairman lied and did not replace the wire but used electrical tape to tape the two ends back together. Are you kidding me? This repairman said he had connectors with him so he used them the connect the wires back together assuring me the connector interface lock would keep the wires from falling apart. Piss poor service. Three-​ring circus. I hope this last repairman was being honest. I suspect 4 weeks will tell if he was.

Obsolete. Will go bankrupt in less than a decade.
Worst warranty repair service ever. Completely incompetent.

Worst Customer Service I’ve ever seen!
Don’t get a warranty through Sears, you’ll regret it!
Scheduled an appointment 7 days out for our fridge that wasn’t working. Scheduled between 3 – 6 on a Tuesday. 7pm I called them (no contact from them) and they said I was being rescheduled for 10 – 2 the next day. Ok, tolerable. Next day, at 2pm I checked the online status and it said arrival time would be between 5:15 — 7:15. 8pm rolls around, no phone call, no nothing. So I called the service center. They told me the technician cancelled the appointment but they couldn’t tell me why or reschedule it. I had to call back in the morning. Frustrating, right? So I call back in the morning, day 3 of trying to get someone to look at the fridge. They said the technician cancelled the appointment because they wanted us off their route! WHAT!!! They said not to worry, they’d put us on the emergency schedule… which meant they could come out in … wait for it… 12 DAYS! I was furious at this point, their tech cancelled the appointment for no good reason and now I had to wait another 2 weeks. Ridiculous! They seemed genuinely surprised when I told them to forget it and I didn’t want the appointment.
I called another place and they came out the same day, had a lower call out fee and got it fixed same day. Check out the Appliance Guys instead.
We were thinking of getting a new fridge from Sears, but if this is how they treat their customers, I’ll never be shopping at Sears again.

I have been waiting for a repair man from seats since 1:00 pm and it is now 8:30 with no repair person calling or showing up. I am alone in a vacate house with no heat no furniture and scared to be alone in a different neighborhood and not one call From a repair person.

TERRIBLE customer service after I purchased a washer/​dryer. I had it delivered and installed by «sears» or whatever lame, fly by night of the month sub contractor I happened to get that day. After using the dryer for the first time, my laundry room turned sub tropical. When i looked at how the vent was installed, I was in shock. (see pic i’ll post later on the picture site). I tried to get a hold of sears, but it would be a week before they could send someone out, so off to home depot I went. After a few parts and an hour later I was able to do a beautiful job. Then trying to get Sears to give me a paltry $ 53 credit was an act of god. Their corporate division passed the buck back to the sales guy at Wash sq and all he did was continue to give me the run around again and again after agreeing to the credit and never wound up actually crediting me. I’ll never shop at Sears again. period.

Beware. The quintessential passing the buck from one customer service personnel to another and never following through. Not only the run around but downright lies telling me a repairperson had come to our house. I waited with the door open to make sure I didn’t miss anyone.
Finally got some satisfaction by writing, faxing and emailing the corporate office. At that point I got immediate and attentive action.
Being builders we have bought Sears appliances for over 30 years. Never had this problem until now.

This review is specifically for the Sears Appliance repair service. I, like many, have an 8 – 5. I had to schedule my service out a month in an advance to find a time when I would be able to be home for their 3 – 6 window. Around 6:10, I call Sears to be informed their technician had cancelled my appointment as he was running late. Their solution was another large window over two weeks out.
This company has zero regard for their customer. No one bothered to contact me to inform me that they would not be coming to their scheduled appointment. When I inquired about this, the individual I was speaking to said that was the responsibility of the repair man, and ‘I don’t know why he didn’t call you’.
I will not be using this company again. Complete waste of my time.

Rude customer service. Asked about auto parts and the guy gave me such attitude and told me I have a hour to get to the other shop. I will go out of my way not to return to this mall.

After an apology and a re-​schedule they did make it this time. We selected our finish, cabinet design and hardware and ordered for installation. Dozens of options. From modern to traditional. Only took 3 weeks to get the material in and 2 days to install. Overall, I’m very happy with the quality and the speed of the remodel.

We had just bought a bunk bed set and needed mattresses for it, but we wanted nice, quality mattresses that would be comfortable for us to lay in (because parents always end up snuggling up in bed with their kiddos) and that would last our kids for awhile. I had looked up quite a few mattresses on
and decided to check them out in store and the lady who was working the mattress area was extremely rude. As soon as I said twin mattresses and bunk beds she immediately cut me off and said «we don’t have anything for that here» and just walked off. I looked around on my own and found the mattresses that I was interested in from their website– after I practically dragged her to the mattresses I was interested in she just replied «those are horrible mattresses, they aren’t even for sleeping on, you should only use them on a trundle or as a guest bed». We left and went to BedMart where the sales lady was extremely kind and helpful and found us wonderful pillow top twins that fit within the height requirement of the bunk beds. Guess the lady at sears didn’t want my $ 600 commission.
After this experience I won’t be utilizing Sears for any of my shopping needs.

I needed to purchase some new outfits and decided to look at Sears. I didnt see alot that I wanted but did find some outfits that were cute and they ended up being in my price range to purchase enough I didnt need to go anywhere else.
When I brought them up to the counter they were a totally different price and I showed it wasnt just one or two items they were all on the wrong rack. I showed the sales person and they explained it shouldnt have been there and since there was so many on the wrong rack. They called supervisor over and gave them to me at the price on rack, huge discount really glad I came.
The only reason 4 stars is had to ask and give the reasoning of why and had to give a pretty good explanation that I had wasted my time and I didnt put them on the wrong rack.
I will be back again looking for outfits on the wrong rack, lol.

Bought a king sized bed. We pay a bit extra to get the Saturday delivery. They show up and attempt to give us a king sized mattress… and two twin sized mattresses (WTF?). We call the store and the employee. She tells us nothing can be done except order the correct ones from a warehouse in Seattle. My fiancé and I have now spent the past week and a half sleeping on a mattress on the ground, like some out-​of-​town relatives visiting a summer home. Fiancé doesn’t want sexy times because the mattress is on the ground and «It feels ridiculous». Telling her «Just pretend we’re in college again.» didn’t work. Never again Sears. Never again.

Yikes!!! Tried and tried to call and talk to an appliance sales person… terrible custom service experience… will be purchasing appliances elsewhere… this must be a sign to come.

Worst experience!!! We just needed a freezer, my husband had come the day before and knew which ones we were interested in… The sales person clearly had no interest in helping us. He told us their inventory was low because it had been hot recently? Apparently people snatch up freezers to remain cool. We asked if the floor model was for sale and he argued with us on why we shouldn’t want that one. Then when my husband went to go ask himself he told us not to get our hopes up. We decided to take our business elsewhere as they clearly weren’t in the customer service business.

Update ²⁄₁₅
Once again I needed an appliance and decided to give Sears a chance to redeem themselves. My three thousand dollar GE French Door Fridge which had been a piece of shit since I bought it, is finally giving up the ghost.
I did a shitload of research online before finding the exact replacement I wanted. I searched all over and Sears had it on sale «online». We arrived at the WA Square store and met Dan Hasuike in the Appliance Sales Department. We were shown the Whirlpool French Door fridge I wanted. Their sales prices was less than the «online price» which they said they would match, they gave me free delivery and installation and would take my old fridge and place in the garage for me.
I took the advise of both of my Nephews who do appliance repair and purchased the Extended Warranty for 5 years. Normally I would never purchase an extended warranty but they just don’t make appliances like they used to and the electronic boards are not cheap. The warranty includes a yearly check up and parts/​labor and the best warranty and coverage there is available.
I feel like I got a fantastic deal and Dan was very gracious, professional and a very nice man. I enjoyed working with him.
The only thing I disliked is having to wait until Tuesday for the arrival of my new Appliance. I would like next day delivery.
One other note, every Sears Employee I saw or talked to seemed very happy to be there and smiled at me.

We just bought a vacuum here. We had Chad help us, and he was fantastic, very patient and very knowledgeable. He knew the different products very well. Would definitely go back.

Located in Washington square mall. This store has a good tool selection with craftsmen tools. Kenmore brand has always been reliable appliances. Still better than the hip box stores as far as their old standard trustworthy brands that this company has carried for decades. Everyone at this location is very friendly. There are an abundance of sales associates, and we have never had to wait in line. –Chad

Not surprised sears is going broke. The appliance/​tools are well made. The appliance sales people are understaffed and hurried.
The delivery? Terrible. Had the wrong refrigerator delivered 3 times on one purchase. They got another right on the second visit. On a purchase, they couldn’t grasp I had two identical stoves delivered to two units in a duplex. They delivered one and left. Had to make a second trip with the other stove. Will not go back and I the suspense of knowing which store will take their spot is killing me.