We tried to purchase a LG Washer/Dryer.  
 
Sears advertises next-day delivery. They missed the next day saying they were too busy. They agreed to the day after that, which happened to be a late Sunday window. But they missed the window. No calls. No "sorry, we're running late." Sears is a very silent kind of company when it comes to coordinating this stuff. I couldn't call them. Their call center closed for the night. I waited 90 minutes past the window.  
 
I *had* to do laundry. So an hour after the window, I figured the bozos weren't coming. I took my laundry to a laundry mat. On the way back, there's the Sears truck. I honked many times, waved, and tried to get them to notice me. We were both at a stop light looking at each other. And they drove away.  
 
I politely called the call center the following Monday. Someone named "Jet" hung up on me for unknown reasons. I called back. Some gal named Mary tried to reschedule the delivery for next weekend. This is a $150 delivery service advertised as next day.  
 
No thanks, I said. Cancel. They canceled the order. But they won't release the $1500 charge for two weeks.

Ordered a 6ft workbench from Sears.com. waite and waited for order confirmation. Clld four days later to be told they no longer carry that item and that I would have to select something else. Did that same day. Order another for home delivery, received two weeks later with a huge gash in the box, and I could see through to the inside that the workbench had been damaged. Took it to the store to return in and was told that since I didn't order it from the store, I had to return it to the shipping company Sears had contracted with and pay 145.00 for shipping. Spent 25 minutes on the phone with the Sears.com online CSR, who when I said this is not right, responded by saying, "it's not my problem". I hung up on her, spoke with the store manager and they , after two hours of battling, agreed to take it back. THey then suggested I order the same item through the store. I did, on 7/17/07, and was told the item was on back-order but would be in by 9/17. Calld on 9/17, told they had no record of the order, although my Sears card had been charged. Apparently the sales rep at the store did not submit my order. So, on 10/4, I ordered again with delivery to the local store. with an expected delivery date of 10/9. Called the merchandise pick-up dept of the store on 10/13, and was told they don't have the item yet, and that it is due on either Monday, 10/15 or Wednesday 10/17's truck. On 10/20, called Merchandise pick-up again. Held for 22 minutes. Was told that the item isn't even promised until 10/23 according to their records. TOld the emloyee that MY printout form Sears says 10/9. The only reason I am doing business with them anylonger is because the workbench was a gift, and part of a garage remodel, and was worked into the space planning, and is the presice dimensions we left remaining. All of the other remodel needs we ordered arrived as promised. Will never support this sorry excuse of a company again.

I received my order. The shipped 5 shirts in a large box. Everything was just thrown inside and no invoice was included.  
 
Three shirts were missing. I called their customer service number and got the run around. After 35 minutes, the supervisor told me they would put out a "tracer" through UPS to find out what happened to the shirts.  
 
I told the supervisor that nothing "happened" to the shirts as they were never put in the box to begin with. The box only had one layer of tape and it obviously wasn't opened and retaped by anyone. She still insisted that she couldn't issue a refund or reship the shirts without doing a tracer through UPS.  
 
How ridiculous. I will NEVER shop at sears.com every again. I do most my shopping on-line and this was the first bad experience I've had.  
 
My shirts weren't in the box and I expected a refund or to have the shirts shipped. Why should I have to wait a week while they play footsie with UPS?  
 
My credit card company told me I had to wait 15 days to dispute the charge. I will dispute the charge if I don't have a refund in hand by that time.  
 
Terrible customer service. Their shipping department needs to learn how to package their orders as well. I'm sure taking a lesson from JcPenney would be a great first step.

Another bunch of clowns. Order made on Sept 9, delivery scheduled for Sept 15th. Wasted almost an entire Saturday waiting for them, and they did not show. No word from them, as I was just waiting for about a week, and when a call was made to them they gave the story that no one could be reached at the number provided, which just happened to be my old number...BUT, that was the evening phone that was on the order by mistake (recently changed), as my day phone was my mobile phone, and they made no calls or messages on that phone, which still works just fine. That excuse will not fly.  
 
Yesterday I was informed my delivery would be made on Sunday, but that will not work so I ask them to change it. Guess what: they can't! I have to wait until Saturday (tonight) to receive a delivery confirmation recording before I can change my order delivery date. So I receive my confirmation call (a recording), and call the number provided in that recording for questions or changes to my delivery - it's the same number I called yesterday. This time I am told they are unable to assist with online orders - a well made recording, eh. So I call the number they then referred me to. After a terminal hold session I call back and hit the zero. Now I am told they are unable to make ANY changes to my delivery!! I have to use a link in an email that isn't in my email account to make the changes.  
 
This was the first time I have done business with Sears in over 6 years as the last few times I bought from their local Brick & Mortor store I received nothing but junk. Now they've improved as you will no longer get to the point of even finding out if it's junk!  
 
There are MUCH better stores to get much better goods from than Sears. I wouldn't hesistate for a moment to go anywhere else and do just that if I were you.  
 
EDiT: I did finally get my stove as my father was nice enough to house sit for me for the 2.5 hour window on Sunday so I could get a stove as I can't stands no more microwaved food!

This review was modified by its author, SiliconJon, on 10/11/07 9:10 AM.

I won't bore you with all the details. I bought an item online, a week later they cancel the order due to a "pricing error". Yet the item is still there at a lower price! How insane is that.  
 
So was the error that is was too high? Why not give me a refund instead of canceling the order. This company is totally out of control.  
 
Why are they still in business? It's been years since I bought from Sears and I finally order something and they botch it...  
 
Here's a semi-related story. I needed a muffler for my very old (80's) sears snow blower. Price at Sears $34...what! I can get a car muffler for that! Went to Home Depot....$5.95...

Ordered a refrigerator for home delivery which showed a 2 to 5 day delivery on-line. After one week of no feedback I called customer srevice and was told they did not have my item but were "searching" for one. A few days later I received an e-mail stating delivery would be in two weeks (three weeks after the original order). On the delivery day I received a call from Sears customer service saying the delivery warehouse did not service my area. I told them to cancel the order and issue a refund to my credit card. Two days later Sears delivery department called to re-schedule delivery. I thought, OK, I'll try again and asked for delivery the next week. They said the earliest delivery would be TWO MONTHS out. I again told them to cancel and was told I would receive my credit within 7 to 14 business days. I'll see if that really happens but I've already filed a disputed charge with my credit card company and will ask for a charge-back if Sears doesn't do what they said.  
 
Sears on-line inventory status and delivery projections are not reliable. Customer service is hard to contact (lots of wait time) and doesn't do what they promise.  
 
This is a completely unreliable company. Don't deal with them.

Product arrived in only 2 days with normal shipping, everything was fine, and I have no complaints at all.

Ordered from Sears.com for two Levi 560 36-36 size pants. They ship me one 36-36 and one 32-29 size pants. Emailed customer service and they said I can return it to a Sears store and told me what I need to print out and bring with me, which I do.  
 
Go to store and their computers can't bring up the numbers on my receipt and shipping order, which also had the numbers. 25 minutes later after waiting, after they go to a "managers" computers, they say all they can give me is a gift card instead of giving credit to my credit card. They tell me then I can send it back by mail.  
 
So my time is wasted, 40 minute one way drive to store only to get denied for a refund on their mess up. Which is where I'm at now, hopefully service will be slightly better instead of store "customer service". After seeing the super low score on Reseller Ratings, I'll never bother with Sears again.  
 
Edit:  
They send me the box to return the pants back to me timely manner, only took 1 day for them to do that. They receive the item and I wait and wait. Almost two weeks go by and no refund appearing on my credit card.  
 
I contact service on Monday and get a reply on Wednesday. They said they forgot to do it and say I'll have it in 3-5 business days. Those days pass by and no refund, I call my credit card company to make sure just in case online version is slow.  
 
Once again, I contact them, 3 business days go by and no reply form them. Low and behold a refund appears on my card! Dated Oct. 1. So finally, after a month or so, I get my refund.

This review was modified by its author, milliamp, on 10/2/07 8:58 AM.

I purchased a TV stand ( Mfr. model# SR3174-RS) for my LCD TV from Sears.com and I chose Store pickup option. When I received my confirmation email from Sears.com that my item is ready to picked up from the Store, I drove down to store with the email print out.  
1. Sears "5min pickup" is a complete joke. After 20 mins wait time in pickup area, I went in and inquired about my order.  
2. Store guy plain out lied to me that my phone number was not available. I showed him the Sears.com email which had my phone number and a bar code confirming my item was ready to be picked up.  
3. Then he and his store manager told me that item is not available. Completely rude guys. Told me to cancel order or check after 14 days.  
 
At that point I was furious and shocked. When I receive a confirmation email from Sears.com that my item is ready to be picked up, then how come it is not available? (also will not be available before 2 weeks.). I would not have driven down there and wasted my time and energy.  
I called up customer service as well and they told me to cancel the order. (which I did immediately!).  
 
I will never deal with Sears.com crooks. Sears sucks completely. If you do not have an item, then why send fake emails? Rude customer service.  
Bunch of frauds. I'm absolutely disgusted.  

This review was modified by its author, SWManager, on 9/11/07 7:27 PM.

I purchased a TV from Sears.Com for $699.99. Less than two weeks later, the price was reduced by $100 to $599.99 as shown in the Sunday newspaper flyer and at the Online site, which both had the same price of $599.99. I went on to Sears.Com, the online site, verified that there was inventory to ship to my address, and determined that under the "Sears Pricing Policy", I should get a credit to my account for $100. At that point, I created an E-mail to the Sears.Com Customer Support group and received the following response. Quoting:  
"We apologize for the inconvenience. A credit request has been issued for  
your account for the difference in price. The Sears item number  
05754746000 is now on sale for $599.99. Per our 30 days price guarantee.  
Unfortunately, we do not match 10% off the difference on our 30 day price  
guarantee. We will however, honor a sale price with in 30 days from the  
original purchase date. Once the credit has been issued, an e-mail  
confirmation of the details will be sent to you. Please allow up to five  
business days for the processing of the request. Thank you again for  
choosing Sears.  
Christina V.  
Sears Customer Care  
webcenter@customerservice. sears.com  
1-800-349-4358"  
 
I thought they were actually going to be reputable and follow through on this. Foolish me! Two days later, I receive the following E-mail from Sears.Com Customer Service, quoting:  
"In regards to reference number seax-xxxxxxxxx-seaz, we apologize but we are unable to process your request for credit. The price listed on sears.com was in error and the item has since been removed from the website. Please review our disclaimers listed on our website under policies and pricing.  
 
Sincerely,  
Ivan R.  
Sears Online Customer Care"  
 
I was infuriated as this was just an outright lie. I had actually gotten to the point of ordering the merchandise with a credit card, but hadn't pressed the "submit" button to complete the order, having setup delivery. I have the newspaper add, the screen shots of the ordering process verifying availablility, etc. I gathered this all up and sent it to the CEO of Sears Holding with a cover letter. Guess what? No Response. Not even a, 'I got your letter sucker.'  
 
I waited about six weeks and sent another follow up letter to the CEO of Sears Holdings, which I have never received a response to. Obviously, Sears doesn't need customers like me who spend money. My home has Kenmore appliances, Craftsman tools, and other products purchased from Sears. This doesn't count K-mart purchases either, since Sears Holdings controls both companies. That ended when this trouble began, and, at this point, my family will never buy another item from Sears or K-Mart again. It's obvious that Sears doesn't give a hoot about customer satisfaction. Since this episode happened, we haven't bought anything at Sears.com and haven't set foot in one of their stores (or Kmart). My next appliances are going to come from some other store!

This review was modified by its author, SoftwareJanitor, on 3/31/09 7:27 PM.

Great transaction but absouletly NO communication unless you call them! They don't send you any confirmation email that your order has even been placed unless you create an account with them. Had to call customer service TWICE to get a status on whether my item was ready for pickup in store. Finally email was sent. There must be something wrong with their email servers because CS claimed they sent the confirmation email twice but I still haven't gotten it today! Got an email with my order number AFTER the transaction has taken place which happened to be AFTER I picked it up from the store.

Called Sears to repair the Kenmore central air unit they installed in 2002. Less than seven years old, and it's died twice.  
 
I was told it would take three weeks to send somebody out to look at it. Last time, it took one week, and two weeks to get the exotic part required for such an exotic machine. A fan.  
 
So it's January, I'm freezing my cheeks off, and I'm supposed to wait five weeks.  
 
Called a local company, which came out the same day, returned the next day with the part. This, too, was 'exotic', which took the extra day.  
 
This will be the last time Sears gets my business.

If you're boycotting Sears, remember; Sears IS also KMart! I purchased a TV stand for my new widescreen Samsung TV. At the time, Sears was offering a rebate for the Shipping charges. Mine totalled $60.  
 
After submitting all rebate materials, about 30 days later, I received a letter from Sears stating that they could not find the shipping charge on my receipt. I called and was told to resubmit all materials with the shipping charge marked. I did so.  
 
I then received another letter, stating the purchase was not from a qualified division, or the division was unable to be determined from the material I submitted. Several more phone calls. During all this I was told at least twice by reps that I would be receiving a rebate check. I fought with them from March to October. End result. No rebate.  
 
I just recently moved into a new home on 3+ acres. I had to purchase a garden tractor, chain saw, weed eater, and other equipment. Total at Sears well over $2500.  
 
For a stupid $60 rebate, they have lost my business.  
 
I also wanted to point out that Sears now owns KMart. 2 stores I will never again shop at.

I had done business with Sears for more than 40 years. NEVER!,EVER!,AGAIN!!!  
 
I bought a "walk-behind "22" 5.0 horsepower weed trimmer from them. In less than 24 hours of use, the main mowing ball spindle assembly failed.  
 
On May 11, I ordered a new main spindle assembly (consisting of about 20 separate parts) for $122.04, and two other small parts for $6.84. Shipping was quoted as another $15.99. Delivery was promised within 5 working days. Instead, a week later one of my relatives received a letter from Sears saying the goods had been back-ordered until June 1. I received no notice whatsoever.  
 
I called Sears and asked that they quit addressing mail regarding my order to people other than myself. Instead of complying, they shipped the two small parts to the same relative to which they had sent the order confirmation.  
 
Finally, on June 5 (yesterday), I received what was supposed to be the main portion of my order, consisting of an assembly of 20 different parts. They were not in the packet, but one strange part was. I don't know what the ONLY part I received in yesterday's package is, or what it fits, but it is clearly not for my string trimmer! NONE OF THE 20 PARTS I HAD ORDERED AND SHOULD HAVE RECEIVED WERE INCLUDED (The spindle ball assembly was totally missing). So, I called Sears again this morning. They told me that IF I ship the INCORRECT part back to them, on receipt they will refund my purchase price (but not the shipping charges either to or from me) and accept a new order for the parts assembly. Of course, they wouldn't do any of that until they confirmed they had received return of the incorrect part.  
 
Shipping the one large, heavy, incorrect, part back to them will cost at least another $15, plus insurance. At that point, I will have paid $150+ dollars for a $122 part, wasted almost a month of my time, had to drive 40 miles to ship a part back and will still have no part to repair my Craftsman weed trimmer.  
 
This sounds more like a Nigerian e-mail scam than a business, to me. I am strongly urging every person I now meet to have NOTHING, EVER, to do with Sears, for any reason at all.

This review was modified by its author, Jose Canuck, on 6/6/07 4:37 PM.

Sears entices you to shop online by offering a 30% discount. Afterward they play the out of stock game for a full three weeks. Meanwhile they have already charged your credit card, making free interest off your money when they later turn around and cancel the sale. For further insult try calling their support number and they will offer you 10% off on a higher priced item. Gee thanks, 30% or 10%, hmmm.... help me decide. TOTAL SCAM!

This review was modified by its author, nicnerd, on 5/10/07 1:12 PM.