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Sears.comCoupons
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    • option not available Priority Next Day
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  • Review History & Profile See full Rating history

    Product & services pricing Rating 2.89/10 2.89/10
    Chance of future purchase: Rating 0.24/10 0.24/10
    Shipping & packaging: Rating 0.42/10 0.42/10
    Customer service: Rating 0.25/10 0.25/10
    Return/Replacement policy: Rating 0.09/10 0.09/10

600 Customer Reviews

Rating 2/10
1/5
modified review posted

"I do not recommend ever... ordering anything from sears.com. Sent a Christmas tree by way of Wayfair In a nasty box that had what looked and smelled like motor oil on it covered up by box pieces taped over the spill. Tree cost in excess of $340.00. It was not what I thought I had ordered. When I called about shipping back, given impression there should have been a shipping label but probably be reimbursed when received along with refund for purchase. Received email from Sears.com that Wayfair would not respond to them about reimbursing me the $165.00 shipping cost and recommended I contact them myself. Wayfair advised of contact notes between companies advising they had sent back to sears the cost of tree and not responsible for shipping. Neither company will take responsibility and I rate both companies and especially their partnership for customer satisfaction at -0 on a scale from 1-10. D. Best"

modified review This review was modified by Donnabest on January 24 2015 06:40:40 PM


Rating 2/10
1/5
modified review posted

"Run as fast as you can its not a matter of price there is no service. they did absolutely nothing right. they are dishonest, deceitful and they do not stand behind anything. they tried to pass off a used discolored refrigerator as the brand new full price refrigerator i ordered they continued to lie and they did not care. do not shop here ever!"

modified review This review was modified by kyllesmom on January 23 2015 05:59:07 PM

Rating 2/10
1/5
modified review posted
ResellerRatings.com TOP REVIEWER!

"Worse CS on the planet! Got an e-mail this AM and it stated that my e-mail address on the account was changed. It was a sears .com account. I did not make this change and called sears.com right away. I was transferred to some lady at onlineorders .com and after explaining my e-mail received and my concern her response was "well we can stop sending you e-mails". WHAT????? I have been compromised and you want to stop sending me e-mails???? I was floored. After a few hours of futile phone transfers to incompetent CS people nobody would do a thing. Not one single thing. Your sears .com account is compromised and all they will do is stop sending you e-mails. They have no real specific sears. com department to report possible identity theft issues? No scam department? No one to fix a compromised account? Are you kidding? Oh they did transfer me to a sears rewards department where a supervisor changed my sears rewards e-mail address but how the heck does that help me????????
"


Rating 2/10
1/5
modified review posted

"Ordered two items. Both were delivered as different (wrong items). Dealing with customer service was awful--by far the worst customer service I have ever encountered. Rude, did not answer questions, did not address concerns, etc. Interactions with them left me in tears. I will never shop in Sears again."

modified review This review was modified by SMC88 on January 21 2015 08:56:53 AM

Rating 2/10
1/5
modified review posted

"These guys are total unprofessional clowns. 3-5 business days to process my refund. Okay no problem. I have been checking every day, and I call customer support no one knows jack. They keep talking about sending my problem to their "offline team" which I come to find out is the waste paper basket, it seems. They were even so rude and lazy to tell me that they would call the store and inquire the problem with my order if "they had time today". STILL WAITING FOR MY $380 made order almost a month ago."


Rating 2/10
1/5
modified review posted

"Just before Thanksgiving 2014 our Refrigerator died. Because we have a smaller space to fit it and we wanted to get one with water and ice in the door, we were slightly limited on our options. But we found a Fridge we liked and after some online shopping found Best Buy had the best price by $150 but Sears had a good finance option plus we had a Sears card already and online it said we could price match. So I started a chat with Sears.com explained that I wanted to price, and the exact item. They said they could but when I said I wanted to use my Sears card for the special financing they said I then had to order the item first (full price) then call them to get a refund of the difference but that he had already put in my price match request and it was approved.
So I ordered the fridge (full price) and called in. The woman said that she saw my previous request and that I would receive a $150 credit to my Sears card in 3-5 days. Great. Except if you think about it I also paid tax on the FULL price so I would still be paying that much more, but that's minimal, fine.
About 5 hours later I get an email from Margo my "Price Match Specialist". In the email it says I've been approved for the price match on my fridge for Best Buy. All the specifics were there but in fine print at the bottom was the comment that their new policy was that price matches could NOT be applied to previous purchases. Feeling a little nervous by that wording, I called customer service again. Spoke to a gentleman who I could hardly hear at times but I could hear the person next to him (might have been training).
He said he would investigate the price match and I should hold. Almost 15 minutes LATER he comes back on the line and says that the price match is invalid because now Best Buy doesn't have the fridge in stock at my local store! I went through all this that morning and the first 2 customer service reps checked the Best Buy site and said everything was good. I told him I had spoken to 2 other reps and had a separate email that said I was approved. He said it doesn't matter cause now that he is checking Best Buy is out of stock!
After arguing for another 20 minutes I finally got him to cancel my order. Plus I called the credit cards company and disputed the charge.
Then I went on Best Buy site ordered my fridge and got it delivered and set up a week before Sears said they would have it in stock for me to pick up! Funny how it was supposedly "out of stock"when the Sears customer service looked but less than 1 hour later it was back in stock.
Never buying from Sears.com again. Also reported them to state's Attorney General and BBB. Totally downhill since bought out by K-Mart.
"

modified review This review was modified by momma2005 on January 17 2015 09:06:52 AM

Rating 2/10
1/5
modified review posted

"I wish I didn’t feel compelled to share the following story of complete lack of customer service, business sense and dishonesty, but I am worried others will spend their hard earned money and only have weeks of frustration and no product to show for it.
The short version: Do not get anywhere near the Sears Appliance Store in Covington. After purchasing a refrigerator 20 days ago, scheduling 4 different delivery times and at least 17 phone calls with Sears… we have nothing to show for it except wasted time and energy. Read on for the long version.
During winter break, Tim and I decided to buy a new refrigerator. I chose to go with a regular Sears store, not an outlet, because it was my vacation and I needed to get this purchased, delivered and ready to go prior to going back to work. As educators, we didn’t want to have to take time off work.
We went to Sears in Covington, and found the Kenmore elite refrigerator model 72049 that I wanted. And that is when the trouble started: They…
1. Tried to upsell us to a more expensive refrigerator.
2. Tried to sell us warranty and didn’t want take no for an answer. After the salesperson heard no four times, the manager took over and I had to say no three more times.
3. Tried to manipulate us about the discount that came with opening a Sears account.
4. Couldn’t deliver the refrigerator for another 5 days (Sunday to Friday)
5. Delivered the wrong color on Friday.
6. Took 7 phone calls to get a new one on the way, and they couldn’t deliver that weekend. I don’t know why. They wanted to deliver on a weekday, but we couldn’t take time off of work, so they gave us a 7:30 – 9:30 a.m. time. (Consequently, we spent the week walking into the garage to get food from the refrigerator.) However, Sears offered another discount on the refrigerator for the inconvenience, so I felt they were trying to make it right.
7. The following Saturday, I was woken up at 6:30 a.m. because they were confused on what color we wanted. I clarified black. I got a call an hour later asking what color I wanted. I again confirmed black. I got a call at 9:30 when the refrigerator was supposed to be delivered by. They were calling to let me know it would be late.
8. Delivery happened. The men were confused on how to put the trays in and they didn’t pull all the plastic off, but it was fine. We had a great refrigerator.
9. Unfortunately, after a few hours, we realized there was a leak inside the refrigerator. We tested a few things, hoped it was a fluke, but the water kept coming.
Note: We are now 15 days after initial purchase.
10. I called Sears to let them know. Of course we are back to not being able to deliver until the next weekend. Because I hadn’t been able to sleep in the previous weekend waiting for delivery, I asked for an afternoon time. Imagine my surprise when I got the call that the delivery would be from 4:30 – 7:30 (not my version of afternoon.) And, we had planned a Seahawk playoff party at 5:30 (assuming we would have a refrigerator delivered in the afternoon.) I called the delivery service right away that Friday night, went through the automated system and found out if I cancelled Saturday, I could get delivery on Sunday. So I cancelled Saturday, and then got a live, rude person. She said that there wasn’t a delivery option on Sunday. I said that the automated system had let me know that there was on Sunday before I had cancelled Saturday. She said it was taken (in the 10 seconds it took to start talking to her) and now the Saturday time was gone as well.
11. Now I am upset. On Sunday I go in to the Sears store to share my frustration. The manager, Sherri, (also the one that tried several times to sell me the extended warranty after I had already said no), wrote down my concerns and offered me a guaranteed Saturday morning delivery on January 17th. I said okay, one last chance to make this work. I went ahead and made weekend plans around the Saturday morning delivery.
12. Now it is Friday night, 1/16/15. I got the automated call that shared with me that the refrigerator delivery would take place between 4:00 – 7:00 p.m. on Saturday. That was the last straw for me. I immediately called Sears and reached Nathan an assistant manager. I explained the promise made by Sherri for a Saturday morning delivery. The issue that I had plans with friends on Saturday evening, and I needed the original Saturday morning time.
13. After an hour, he called back to let me know that he couldn’t keep that commitment of a Saturday morning delivery. I let him know that I was cancelling my refrigerator order and they could come get the refrigerator on my schedule. He said that was my right and what dates/times would I be available for them to come get the refrigerator.
.

"


Rating 2/10
1/5
modified review posted

"Although it was several months ago - May 31, 2014 to September 15, 2014, I wanted to express the frustration and lack of quality service I received when ordering Altralock Scarlet cabinet 7236196. It all started when I had to return the two Dorel Cherry Scarlet Altralock to K-Mart due to being damaged. I needed a total of two cabinets. I ordered them separately. When I received them, they were damaged so badly that I took the two and pieced them together and made one. I sent the other back. When I called customer service about the credit to my account they told me that I would not receive my credit until the third party notified them that the had received the damaged cabinet. I told them that they did not wait for the third party when then charged my account. Needlessly to say, it took several days before my account was credited. Because I needed a mate to complete my room, I when through hell to get the other cabinet. In the end, I ended up ordering at least two more cabinets to get the other cabinet. Each time I had to return a cabinet I had to wait for over a week to receive my $200+ credit to my account. Each time I ordered the cabinet the price changed which was even more frustrating. After several months I finally got the cabinets, which by the way are of poor quality. I would like to suggest that the Altralock Scarlet cabinet be removed due to the lack of quality. Also, no customer should be subjected to the nightmare I went through and when I tried returning it to the store, they did not have access to receive it because of some stipulation/corporate policy. I think I was because there was a third party involved. Buyers beware!!!"

modified review This review was modified by AWS38116 on January 15 2015 09:41:14 PM

Rating 2/10
1/5
modified review posted

"I am beyond frustrated with Sears On-Line and their complete lack of customer support. I ordered a Shark mop December 20th and as of January 14th I've still not received it. I received an auto email the day I placed the order saying "your item is ready for shipment". In January I checked with UPS and gave the tracking number I received from Sears and UPS said Sears never gave them the item to ship. I've repeatedly tried to find a number to call customer service or to open a chat and I get bounced back and forth to the same place on their web-site with no chat and no customer service telephone number. I sent them an email on January 2nd and never received a reply. I want to cancel this order and obtain a refund or just get the item, but seriously I cannot find anyone to communicate with at Sears.com. I guess I'll have to go through my credit card company and file a claim with them. This is the WORST on-line retailer and on-line site I have ever seen. I will not place an order with them again."

modified review This review was modified by suzannepiche on January 14 2015 10:41:30 AM

Rating 2/10
1/5
modified review posted

"Bought Kenmore stove for a remodeling. It was delivered and not put in till later. I used the stove and did not try to use the oven till weeks later. The top in the middle fizzed and shorted out . The stove and broiler worked but no oven. Called customer service and was told it was the oven element and they order the part and a repairman came. This was not the problem. The repairman was excellent and spend hour and half and found it to be a wire exposed in the back which shorted it. This was a defect mostly likely. So parts ordered and then back ordered and talking to customer service several times trying to get a replacement stove but was told 30 return policy. Yes if I was just dissatisfied but it was lemon. This was during the holiday season of Thanksgiving and Christmas with no oven. Now part is in but they cannot get someone there till 10 days. Which being away I need to find someone to come to the house while this is being done. Also had ordered a refrigerator and found a lower price and neither sears credit card or customer service would match the price because of being over so many days. Was able to refuse delivery but was not taken off credit card till I called. Will not buy from Sears again. The salesman in the store was helpful and knowledgeable. But everything else is poor service. "

modified review This review was modified by Lrickenb on January 12 2015 10:09:47 AM

Rating 2/10
1/5
modified review posted

"I feel that my review is going to be quite similar to the others here-that is overwhelmingly negative and disappointing. I ordered a bed from sears November 29 with delivery promised January 3. When I drove to my apartment which is2 hours from my house on said date, I called at then of their delivery window to see when they'd be here. Lo and behold, the bed hadn't arrived from the manufacturer yet and they said they'd come on the 13th. Well I work that day and explained I couldn't take the day off to sit around waiting on them. They promised to call within 48hours to confirm a new time. It's been 4 days and not a peep. Still they didn't hesitate to take a grand off my credit card.

Absolutely 100%will never. Ever. Order from them again.
"

modified review This review was modified by mizukwu on January 09 2015 04:50:07 PM

Rating 2/10
1/5
modified review posted

"Let me preface this by saying that I don't write reviews very often. I understand that things happen, and that sometimes orders get messed up. I get it. With that being said, I have never experienced more atrocious customer service than that of the Sears Customer Service line.

I ordered a table saw for my husband for Christmas via Sears.com in the beginning of December. I signed up to receive text alerts, and worked from home the day it was scheduled to arrive. The day before it was scheduled to arrive, I checked on its status to ensure that it was on time. Color me surprised when the order said it had already arrived and was delivered. Needless to say, it did not arrive. I was home during the time that they reported it delivered. No knock, no text alert, nothing.

While trying not to panic, I called the customer service line. They stated that they needed to issue a trace on the package. I asked if they could send a replacement in the meantime....no. They suggested I go to the store to buy another while I waited for a refund for 3-5 business days. Feeling pretty helpless, and looking at the bare ground under my Christmas tree, I did just that. I drove down to the local Sears, purchased another saw, and somehow managed to carry it inside. Now I have essentially bought the same saw twice. My wallet was hurting, and my confidence in the retailer was not very high.

We are now at January 9th. I still have not received a refund. I have now called in 6-8 times, and each time I get a different answer, or a different date that the refund will arrive. The trace has already been completed, and I was supposed to get the refund by the 4th "at the latest." I asked if they do anything to appease long time customers that are in similar situations, and they told me no. Really? No customer retention policies? Throw me a coupon or something!

I am appalled by the customer service I received at Sears, and will NEVER shop at Sears or any of their affiliates ever again.
"

modified review This review was modified by heatheroni123 on January 09 2015 02:06:16 PM

Rating 2/10
1/5
modified review posted

"I have been waiting weeks for a toolbox hat should have been delivered some time ago. The product is listed as "shipped" but has not yet been picked up by UPS and there is no indication that it ever will be. The won't cancel the order and can't tell me anything about the status. They promise to call back but never do. These people are horribly incompetent."

modified review This review was modified by danfromma on January 09 2015 11:07:14 AM

Rating 2/10
1/5
modified review posted

"We ordered a toolbox over one month ago, it was supposed to be delivered to our local store 30 days ago and we still have not received it. I have made many, many phone calls and emails and they get me no where. We were charged for this item and have wasted so much of my time trying to get it delivered. It's unfortunate that such a large company can't handle something as simple as an online order or provide decent customer service. We were offered a 10% discount in a future order which seems like a joke. We will never order from then again."

modified review This review was modified by knagle85 on January 09 2015 05:03:32 AM

Rating 2/10
1/5
modified review posted

"I ordered a gift for my mother on 12/15/2014, for her birthday. Her birthday was 01/05/15. Not only did she not receive the gift on her birthday, but they then sent me an email on 01/08/15, informing me that the order was cancelled!! I am across the country, my mother was alone on her birthday and had no present to open from her only daughter. They had assured me it would be delivered in time and that was a lie. Then they gave excuse after excuse when I checked on the progress of the shipment. Never again will I order or buy from Sears. It is shameful the way our order was handled. The order number was 775558096, for a Eucalyptus Gift Basket. "


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