Sears Customer Service

User Reviews, Ratings and Comments

Sears customer service is ranked #576 out of the 946 companies that have a rating with an overall score of 28.66 out of a possible 200 based upon 4214 ratings. This score rates Sears customer service and customer support as Terrible.


4,026 Negative Comments out of 4,214 Total Comments is 95.54%.


188 Positive Comments out of 4,214 Total Comments is 4.46%.

Issue Resolution




Product Knowledge

Terrible Overall Customer Service Rating

  • Sears

    Customer Service Scoreboard

    • 28.66 Overall Rating
      (out of 200 possible)
    • 4,026 negative comments (95.54%)
    • 188 positive comments (4.46%)
    • 29 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.5 Issue Resolution
    • 2.6 Reachability
    • 1.9 Cancellation
    • 3.5 Friendliness
    • 2.6 Product Knowledge

Add your review!

Posted by Anonymous

my refrigerator brought with warranty[ still has warranty] malfunctioned and after 3 weeks with 2 scheduled cancellation stating needs another new parts at the last minute, and after receiving the parts still has to wait another 3 weeks for appointment. Mean while it is going to be 6-8 weeks with fridge out of service. All scheduled appointment was cancelled the same day at the end of the scheduled time making us waiting for the person. I hope no body else has to go through this same -waste of time,frustration and disappointment .

Posted by Penuca

Sears returns / refunds
This comment is directed to "Stop acting so entitled". I really take issue about your comment that "if you just return your items in the store, with your receipt, and within the number of days (30) or according to Sears policy, then you'll be fine."

On May 20, 2017 my husband returned our items in the store. We was give their form of proof for the returns. When my credit card statement arrived and none of the returns were on it, I immediately commenced a mainly unsuccessful round of emails with the Sears Representatives, in order to collect what was owed to us. In November 2017, when the refunds still weren't made, I emailed the Representative. She maintained that she processed the remaining refunds and told me to contact my credit card company. Even though I knew that was a waste of time, I contacted my credit card company who confirmed what I knew, there were no further refunds made as promised.

To date, July 18, 2018, there is over $228 that sears owes us. Does anyone know if there is a way to still get my refunds? Thank you.

To date, July 18, 2018, there are over $228.00 worth of outstanding refunds. Does anyone know if I can still collect this?

Posted by Whyworry01

They don't give about what we post anyway why don't we just send them packing quicker than giving them chances of closure stores. Spent 1700.00 on a riding mower used once too small for my lawn after 32nd day I called the customer service and giving authorization code for return but the store denies me that their policy is 30 days. Now stock with what I need. Kudos to Home Depot and Lowe's you get my money and my business any time.

Posted by Mx

I tired to return craft man hose, has 7 years warranty, clerk told me can't return, hose no longer made, I ask if I can pay difference for other hose, clerk refused, terrible, no other options given, does warranty not mean anything?

Posted by Disgusted

We bought an IComfort Matteess (with adjustabke base) that supposed to have a 25 year Warranty. We have had it for about 3+ years and the sides are 1.5 inches down on each side. We read under Mattress review that 20 % of known IComfort owners have this same defect with their mattresses yet Sears has denied our ckaim to do anything at all. We would like our money back because the Warranty is not worth the paper it was written on.

Posted by Anonymous

Purchased. Frigidaire dishwasher april 2018. Not good quality at all. Almost started my house on fire july 6. Called numerous times for i have to wait 2 weeks for Frigidaire to come out. This is a lemon and im going to call about it.

Posted by ATFoley86

Has anyone actually received their refund? If so, what steps were taken?

Bought a refrigerator and dishwasher in store at Sears. After they didn't show up to deliver our products, we cancelled the order and demanded a full refund. That is coming up on 2 months ago and still no refund received. I have spoken with 10 different representatives throughout this time span and they all promise calls/e-mails back. They all advised it I'll hear back within 48 hours; however, nothing has been accomplished. It took them 1 month to tell me what the check number was but still can't tell me what bank the check was issued with. Supervisor is supposed to call me back later today to give me the bank name so I can call them myself to see if the check was cashed or even issued. Typically I would let this go, that this is $3, 300+ that my family needs.

Posted by Anonymous

I ordered a bag for my old Craftsman lawnmower, Got a cheap flimsy bag that was thrown into a shipping box. Not wrapped in plastic or labeled. It was the wrong item. I returned it for a refund and was notified item was too damaged in shipment for resale and my refund was denied. Verified with UPS that the return arrived intact. Sears Customer Service is a joke. I'm done with this shady outfit!

Posted by Anonymous

Cancelled order I made on line when I learned they did not have it at my local store. Have contacted them 4 times since June 20th and each time they say it will be refunded in 48 hours. Today I asked to speak to a supervisor who was busy but will call me back I have waited over an hour and no call. Don't use on line. Go to a store.

Posted by Victoria Beatty

I have a Sears maintenance agreement on my lawn tractor and several appliances. I have been waiting since the middle of May to have my tractor fixed. My next scheduled appt is July 12th. I have had to pay local people to cut my 2 acre property. Costing me over $500. I am totally disappointed in your service and feel I should be reimbursed for this amount.

Posted by Renelius

I cancelled an order on on June 5, 2018 and still have not received my refund. The last two times I spoke with a Sears advisor, they hung the phone up. I'm not sure why it is taking Sears over two weeks to refund me my money. I would not recommend to anyone as the customer service is horrible and it appears they will take your money. I will proceed with legal action against

Posted by ronniq

Bought a fridge at sears store and 3 weeks later the price was $250 less due to an
extra 10% off on a 4day sale.
The store manager at sears said she cannot honor because the new price was a promotion.
Is that not the whole point of the price protection?
Last time I buy anything siginificant at sears. Lowes/HD will get my business, they honor their policies.

Posted by NoWonderSearsIsGOOBusiness

Yea, so I bought a 868$ power washer, I didn't get around to "attempt" to use it until winter let up. Well the Craftsman P.O.S. won't pp water. It turns on, but it won't spray. I took it to exchange it, still brand new, and they cannot accept it, sent me to their company to repair it and that was two weeks ago. It's still not back in my possession and my deck still looks like crap. So, idk if this is the best place to purchase more expensive equipment. I surely will never shop here again!

Posted by LENNY

Good Afternoon. I Have Been Having An Awful Time Of Returning A Damaged Pistol Grip Type Of Hose Nozzle. I Tried The Store In South Dartmouth Mass. As Well As The Store In Taunton Mass. Both Stores Only Cary The Padula Brand Models And I Really Would Like Having A Craftsman Model. One Store Suggested I Go To Ace Hardware And I Went There Only To Be Told They Only Sell The Craftsman Hand Tools. So What Options Do I Have At This Point? Thank You, Lenny

Posted by Anonymous

Bought a 1200$ riding mower. Never used they picked it up. Never got my money back. Said it was processing. Went through PayPal they told them I never returned it. Now I'm out 1200$ and no lawn mower. Glad to see them go out of business

Posted by mikeypilot

Needed new grass bag for lawn mower. Ordered on line. Received message that order was "incomplete". Foolishly reordered and received same message. Called. Mary explained that duplicated order could not be changed and to return one item. Both items delivered same day, same truck. Returned one item May 5 and tracked receipt May 10. Called twice to progress credit. Call center person almost incoherent. Received message May 19 that return was "unsaleable" and no credit would be given. Entered a disputed charge with credit card company.

Reading other people's comments, is there any wonder Sears is a struggling organization?

Posted by Very disappointed

I ordered a part on line for a refrigerator, it did not repair the issue we where having. So we returned it in the OEM box to them, waiting for my credit card to be credited. Three weeks later they say they cant refund me, due to it being unsalable.I called the number on e-mail to inquire why it was unsalable,what was wrong with the component. That was a mistake,I got a hold of a lady that could not speak good English,she did not understand what I was telling her. Even after I read the e-mail to her multiple times,she still did not grasp what I was asking for.Last time I order from sears online.I see why there has been a lot of sears store closures. very disappointed.


We purchased a mattress and box springs from Sears. It was a floor model that was supposed to be 75% off. Avoiding a $80 delivery charge, my husband agreed to pick it up the next day. While there, he noticed a sign that said free box spring with mattress purchase. So he asked for a refund on box spring. The girl said she couldn't do it and would get the manager to do it. She would call. A week and 3 times trying to call her, she finally called back and said the "district guy" said that free box spring didn't pertain to the one we bought. There was no list of exclusions! We filed with BBB and tried filing in the state it happened, but was told all Sears complaints go to Illinois. I received an e-mail that assigned a person to my case and he was supposed to investigate and get back to us 2 days later. It didn't happen. I can't believe anyone would even want to work for a company that lacks integrity!

Posted by Richard P

I purchased a metal shed online in mid feb. The store could not deliver so was told a in store pick up day of march 15. This day came & went without any notification from Sears.After two days trying to contact them I finally got customer service on the phone.
They informed me the company would not ship the shed to thier store and must cancel the order and provide a refund.
3-5 days they said, we'll that came & went without any notice from Sears.
Again customer service and their canned answers (pleasant ladies) but never a straight answer. After what Sears called, elivating my case, im now told they must do "research"????
Sears has lost its way, the customers use to come first, now its all about them. Look on the net at their current financial situation, they are in a death spiral! Guess ill have to file a dispute with a company ive shopped with all my long life...Sad

Posted by Rick

I wished i had read the reviews before taking my vacume to be repaired! Really would like to speak to someone about the JOKE i had just trying to find out the status!!!!
Rick Hall

Posted by GypsyORNurse

I bought underwear and socks for my husband just prior to leaving for a cruise. He decided he didn't need new ones and when we returned from our trip, I went to Sears to return the items still in unopened packages with receipt. I bought the items on 1/23/18, left for our trip on 1/31 and returned from the trip on 2/19. I took the items back to the store the end of that week and was told we were 3 days past the amount of time we had to return them. I asked for a manager, who then turned around from where she was listening to the conversation and said there wasn't a thing she could do as the registers were programed to not accept any merchandise past 30 days. How ridiculous!!! No wonder Sears are going out of business. There was no one in the store shopping the day I went to return the items. No wonder.

Posted by Anonymous

Your policy suck customer have to pay upfront but if they don't want to return it you want to take your time on giveing back cause you said you want to make sure, that s a load of selfish business,

Posted by Anonymous

I recently called Sears to inquire about a refund for a returned snow blower. The agent attempted to help, but the phone connection was so poor that I could not be certain how she intended to resolve my issue. Here are the details of my issue. In December of 2017

,I purchased a snow thrower from the Poughkeepsie Sears strore. Since it did not fit in my vehicle,the sales person suggested that I return it and order a new one to be delivered to my home. For some reason, he processed the sale by me buying three gift cards fo $500 each.

Two weeks later the machine was delivered to my home. After the the next snowfall, I used the snow blower,but I was not satisfied with its performance. I thought it might be malfunctioning so I called Sears to request a service call. The mechanic could not get to my house until the end of February. It was more timely for me to return the item and order a new one which I did. The new machine was delivered and again it�¢ï¿½ï¿½s performance was not satisfactory so I requested it to be picked up and returned. After all this I am now waiting for a refund. Below is the information from the customer receipt from the merchandise pickup.

PICKUP DATE 02/21/18

Please inform how and when I will receive my refund.

Thank you

Pascal Frisina

55 Hummel Road

New Paltz, New York 12561


[email protected]

Posted by Karen

I'm trying to reach your store near the Dallas galleria for a copy of a receipt. The purchase of a black headboard and rail, and Ashley sofa sleeper. It were purchased approximately spring of 2017, maybe before July 4th.

Also, the purchase of a washer approximately fall of 2016 or March 2017 I believe online.

The items were delivered

I purchased the items on MasterCard. My name is Karen Jean Rollins.

I need a copy of the receipts and warranties.


Posted by Anonymous

We cancelled the order on 2/26/18, yet the part was delivered to our home on 2/28/18.
The part was ordered by a Sears repair man.

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Posted by Ms. Nina

I want to thank two people Kathleen and Badiara, that work at the Sears located in briarwood mall in Ann Arbor, MI. On Thursday, May 17, 2018, I went to the store 20 minutes before they closed I was shopping for clothes for my mother who is 75 years old and has dementia. I was in a frantic trying to find her something to wear to go to her best friends funeral. The announcement over the Intercom announced that the store was going to be closed and the lights began to turned off. Kathleen was the sales associate on duty that evening saw me and came over to help me. She was very calm and friendly and she asked what I was looking for and walked me over to exactly what I was looking for and gave me a couple suggestions. She than walked me to the register and a young man named Badiara (Bibi) was even more pleasant and kind. The lights were off but they made me feel like they wanted me to be their number one priority without being made to feel like a nuisance. This was the most memorable Customer service I have ever received and I hope someone from the top of the Sears organization reads this and give these two individual recognization for a job well done. Oh, I forgot to mention that my mom was very happy with the pants and cardigan from Lands End, she said they were very comfortable. Thank you, again.

Posted by Anonymous

Took the time to find what I needed. Can't think of a time when anyone help me like these two lady's did.Thank you sear for hiring them.

Posted by Anonymous

I recently took jewelry in for repair. This was difficult since the purchase with lifetime guarantee was made in 1991 and receipts were somewhat faded but still readable. The employee working the Jewerly counter went above and beyond trying to figure out how to send the ring in for repair.Employee last name was Darby and this was at Asheville Mall. I was so impressed with her problem solving skills and not giving up on helping me. Please recognize this employee and thanks Sears for honoring your guarentee.

Posted by Refrigerator

A big SHOUT OUT to TONI the Store Manager!!! WOW - best customer service I've had in a long time. How she managed to meet the needs of all the customers and give me top notch service is beyond me. She knows the merchandise, the community and the right questions to ask when trying to select a large appliance. I came into town to assist my father. Toni gives you reason to shop in your home town - she is professional, personal and really goes above and beyond!
Rounding out my experience, our appliance was delivered and installed by two great individuals - CHRIS AND AARON ! Respectful, eager to please and genuinely friendly, they were the cherry on top to our experience with BANNING SEARS HOME STORE!
Three cheers and five stars to TONI and her team!

Posted by Anonymous

In spite of the negative complaints I like shopping at Sears. Even though the help gets bad at times I would still shop Sears. It can't be worse than anywhere else. No store is perfect really. Sometimes I notice myself it's the customer themselves and how they come off at the store employees to be honest. As long as they are open I will continue to shop at Sears.

Posted by Anonymous

Martin at Sears, Georgian mall in Barrie,ladies Apparel is very courteous,very helpful with suggestions and made our shopping experience very pleasant. More staff like Martin would be fantastic. Thanks Martin from my friend and I.

Posted by Anonymous

I recently purchased a number of major appliances through the Sears store in Victoria, B.C. Due to the nature of the construction with our home renovations I needed to make a number of changes to my purchase and I had amazing patient, very pleasant and helpful advice from Pedram the sales rep in that store. He went to great lengths to help me with my changes and always made me feel like I was not causing any trouble, even though I know it was a lot of extra work for him. I would highly recommend Sears and Pedram for your major appliance purchases, service above and beyond. Thank you, Cathy

Posted by Anonymous

Problem started even before delivery was made. Truck arrived 1/2 hour before my info indicated it would be. As they unwrapped in the driveway- I saw the door would be opening on the left, instead of the right as I asked. They were quick to tell me I had to call "office' I asked them to let me clean the floor before bringing in the new--they" couldn't take the time" for that. They asked me to sign for the delivery and hastened away. These young men were, in my opinion, rude and insensitive to the elderly woman that I am. When I called to request help to change the door, "Mabel" was very helpful and respectful, giving me a date for service to come


and had

Posted by steve

you people keep on complaining about your purchase when the problem is yourselves, you're returning the items that you bought because you just don't need it anymore fck u b1tch3s! how about thinking of the people who are doing there best to help you!

Posted by Anonymous

I was at Sears Mapleview. Al (PT) in Hardware/Garage door Openers helped me out. He was extremely knowledgeable about garage door openers, their adjustment and installation. I even phoned him the next day with more questions and he took more of his time to help me out. You have a very valuable employee there. I'll happily buy my hardware items from Sears again in the future.

Posted by winmac96

I went to Sears to look for an air conditioner and without having previous experience owning a Sears-branded appliance, found a Kenmore 77150 Elite and Kenmore 77120 priced competitively. I took up credit (which took less than 5 minutes to process) and picked-up the merchandise from their warehouse in a fast, friendly and orderly manner. All the processing were electronic - amazing! I remember the old Sears appliance salesmen wandering about rudely approaching potential customers for commission. Those are long gone from what I just experienced.

Posted by Anonymous

Svetlana givea best customer service at lands end sunrise mall. Always pleasant and helpful.

Posted by fireman Frank

Friendly, professional, courteous sales people very willing to help. Great prices on well made tools. While I was there I got a good buy on some clothing as well. I highly recommend the Lake Success New York Store & their people.

Posted by Anonymous

I originally had a problem with the initial delivery and set up for a new treadmill. However, Sears fixed the problem and sent an amazing group of three men(Wes and 2 others) who assembled the treadmill to perfection. They were polite and speedy, checking everything. They are to be commended. Love my new treadmill.

Posted by lklappal

Angela Eyer was great to work with buying my stove

Posted by Barsteff

Desere was a great representative for Sears. Genuinely made me feel that she wanted to help me.
Not pleased with the time frame to get my lawn tractor repaired. Which is why the resolution is only a 7. She did her best but can only work with what she has.

Posted by Anonymous

Store#1111, Jesus is the best Salesman I have seen in a long while. He is not afraid to go the extra mile. If you need Appliances get them from Jesus.

Posted by Anonymous

We wentto sears auto, at country club mall, what a great employee you have, We had a problem with michleum tire, Paul stay on it until he got it solved, he deserves to be recognized for a great job, thank you Paul for a great job. Mary & Ronald Baker

Posted by Anonymous

Just a note to say what great service we got from Chris, Sharf, Josh and the rest of the crew at the Sears outlet store (#4599) in Woodbridge, VA, in spite of severely inclement weather. Excellent problem solving (DOA Oven) and customer Service. Thanks

Posted by Anonymous

i would like to put in a big thank you to the jewelry dept in sears capilano mall. i received excellent service from MARIA on thursday
feb 4th she also was helping staff with their questions, answering the phone ; multi tasking yet never missed taking care of my sale

Posted by Be happy

Be nice.
I just returned a purse
No receipt
No price tag
Clerk said no problem
Looked it up on a charge card number
Full refund with a smile

Posted by Anonymous

I went in the store in Oshkosh looking for a rug shampooer. The store manager came to my needs instantly, I believe her name is Virlinda. She was not pushy to sell something, but very informative. I purchased a rug shampooer and when I got home used it right away, as I was shampooing my carpet it just stopped working. My husband called the store right away and the problem was taken care of. I had to wait a week to get another one, that didn't matter to me because I didn't have time to use it anyway in that week. I told her in the future I would be looking for a washer and dryer also and she showed me what she had and what she would reccommend for our needs. I received the best service. I purchase all my things from Sears. They have good products and the warrantys are great. My son is going to school to be a mechanic and he loves Sears tools and tool boxes. Virlinda also gave us information on them for my son. It is very difficult to find someone who enjoysm their job as she does. I would definitely reccommend her store to anyone.

Posted by CoolGuy

I am working for Sears for almost 2 months now. To those customer who are using their GC or Rewards card online make sure that you are using a CC as well. the full amount of your purchased items including tax/s will be deducted first on your CC, the time that you received the item, the amount from your GC or Rewards Card will be credit back on your CC after 7-10 business days that will reflect on your next billing cycle..

Posted by Anonymous

In the middle of a down-pour in which the rain was to soon turn to snow my windshield wiper detached. I managed to find the next exit in spite of the waterfall blocking my view. Much to my delight I saw the Yakima, WA Sears store in a mall just off the exit. John was called to help me... he made sure I chose the correct length (the "book" wasn't up to date), directed me to the service bay where he proceeded to make sure the wiper arm was functional, and then showed me how to install the wipers. John also had an associate ring up the sale while installing the wipers so that I could get on the road more quickly. Never been so happy with the quick, competent, and thorough service at Sears. Thank You!

Belinda Garrett

Posted by RBKF22

This is only about the associate Michael in the site to store area in Overlake Fashion Plaza Redmond, WA.He was extremely helpful finding our package that did not check in correctly and an employee before him was in a rush and unhelpful so we really appreciate his good manners and helpfulness! Thank you Michael.

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Posted by Tyler

I've had been working at Sears for a few months as a cashier. I signed up for this position because I knew that I could interface with customers, and I wanted to make the customer experience the best I possibly could.
The first few days of working at Sears I did exactly that. I handle customer complaints with courtesy and respect, and I strove to listen intently to the issues that customers were having and to push for the best possible outcome in every situation. I loved it! It was exactly what I wanted to be doing.
About 1 week into the job, I was approached by one of our cashier managers. He pulled me aside and had a conversation about my performance. It was, in his own words, "under performing." I was absolutely shocked. I had been doing an excellent job resolving customer issues, and I was quick with the register, and knowledgeable about the store. I inquired about what exactly I was doing wrong, and he said two words that will stick with me the rest of my life. Two words that I heard over and over again until the day I quit. "Credit apps"
There is no doubt in my mind that the store cares more about their credit card applications than it does customer service. I has been doing an excellent job making customers happy, but because I wasn't doing enough credit apps, I was given 1/5 stars in every rating category by the management team.
Two months later I was fired for low metrics. I couldn't believe what had just happened. The store valued credit card applications more than it did customer service, and wow does it show! They've been on the decline for a few years now, and it's highly obvious why. Their customer service just isn't there anymore. It's a shame, but oh well. I've since moved on to other retail jobs in order to finish out my college endeavors, and working with other retailers has opened my eyes to just how awful of a place Sears is to work.
If you're looking to apply for Sears, just be forewarned. Your efficiency with signing up customers for the credit card will be valued above all else when being evaluated as an employee. If you can be a pushy person, it may just be the right job for you. But if you value high quality customer service, then this surely isn't the job for you.

Posted by CoolGuy

I am working for Sears for almost 2 months now. To those customer who are using their GC or Rewards card online make sure that you are using a CC as well. the full amount of your purchased items including tax/s will be deducted first on your CC, the time that you received the item, the amount from your GC or Rewards Card will be credit back on your CC after 7-10 business days that will reflect on your next billing cycle.But make sure you enter the right number to avoid any error

Posted by KillYrTV

I am a Sears Associate of 2 years, and handle many returns. The return policy changed a few months ago, I think September. It is now 30 days regardless of department, and you must have receipt, or Shop Your Way membership so we can look up the records. Mattresses and electronics have a stricter return policy for obvious reasons. Usually we try to work with people and spend alot of time trying to find their proof of purchase in our system, but if we can't find it, there is nothing we can do. We also have to keep an eye out for return fraud. Each type of item has its own warranty, and should be explained to you when you purchase the product. Sears Holdings Corporation consists of several companies/divisions, such as Sears, Sears Hometown Stores, Sears Outlet, Sears Appliance Showroom, KMart,, Sears Parts Direct, Craftsman, Kenmore, etc. Each company has their own guidelines for return policies. has many affiliates that sell through our website, and have return policies specific to that seller. For example, Sears Parts Direct can accept returns if you contact them and have them send you a return label. We can help you with that at store level if you have problems with email, but it's best to contact that company/division directly. We don't have access to the other divisions' records, and we have to wait on the phone like you would. In addition, you have the option to buy extra protection, which takes some hassles out of repairs and returns. I hope my 2 years of training have helped some people here, thank you for reading.

Posted by SearsAssociate

I would just like to start out with the fact that I am a Sears Associate so I hear all of your complaints. First off, those of you who have had terrible experiences, I am sorry. Those are individual people, not the entire corporation. I personally do everything I can to refund or replace someone's purchase, even though yes sometimes it has to be store credit. As an associate though sometimes we are given policies, such as our new 30 day return policy, which yes even I find outrageous, but there is nothing we can do about it. Though a pointer, even if it's been more than 30 days, the system will still let you return it so long as you have a valid driver's license/ID card. For those of you complaining about your orders, we have a marketplace similar to amazon. So sometimes you buy something that is not actually sold buy sears even though you are purchasing from With those 3rd party marketplace items we cannot return those in store because they ARE NOT OUR ITEMS. You have to go through the company you actually bought them from.

One final thought: THIS ISN'T SEARS'S WEBSITE. WHAT DO YOU THINK IS GOING TO GET ACCOMPLISHED BY COMPLAINING HERE?! saying things like "Oh I hope corporate sees this" or "The information on here isn't right and I can't find a return address." Well, that's because this isn't Sears. It is a website with a compilation of different company's return policies.

Posted by guest

sears Charlottetown prince Edward island has to be the worst one to work for only because of the manager not going to name names but she has to be the worst person ever she treats her employees like crap and takes way to many vacations shes never there and when she comes back she starts yelling at every one like its there fault that she cant handle her job pathetic do not work here at all!!!!!!

Posted by Love my job

I have been working at Sears for a couple of years now in Technical Support. Its really hard to do our job with disrespectful customers yelling and cursing at us while we are trying to fix there appliance over the phone. We just have them try easy things a kid can do but most are too lazy to help themselves would rather wait a week for a technician to do it for them. We all know people dont read there owners manual and dont have a clue on how to use a machine with new technology. Most customers are grateful to talk with us but we do get lots of weeds.

Posted by Angie

I wanted to know who I speak with other than the out of country line to speak with an HR Corporate Manager? I'm getting really sick of the robotic voices overseas! I quit my job yesterday due to harassment for my manager, and her sidekick, and I'm really thinking of filing a lawsuit! It was soooo bad what I went through, and I've got NO resolution at all! They totally let me quit my job without saying a word, and went to my manager behind my back without saying a word to me! I wrote a letter HR asked, and I tried to go to HR when I got in. I asked my old manager, and it was like all the managers banded together and took turns watching me! They wouldn't let me go downstairs, and I overheard my manager saying as I walked by that (my Name) is so aggressive because, loud enough so I could hear! It was like she knew I was listening to her! I'm positive the managers alerted them I was there when I left my desk in personal! I've heard from longterm employees that this manager has forced another agent to quit with harassing her as well! The HR manager went out of the room my manager was in and back into his office acting like he wasn't in the room speaking with my manager! I went upstairs and clocked out then I quit! The hr person just let me quit without hesitation, and it was like they didn't want me there! Who do I go to about this? It's like the managers all ban together when there is bad behavior! Please let me know!

Posted by lacey24

wow! You customers should do our job once in yur life, and understand how hard it is! All of you make our lives a living hell, and I cry every night after I go home. I need my job so I stay! I can't believe how much crap is written about us! This isn't the reps fault on the line with you, we do our jobs, and just because we aren't kissing your a** you hate! Try and take a look at yourself before judging the rep on YOUR issue! this isn't the fault of the call center, and it sure isnt the fault of the poor rep helping you! It goes both ways, nd this job is the worst job I've ever had as well! Do you think I want to help a person screaming and giving me attitude, when they don't even know how to use the device... People call with bs, and things that can be fixed so easy by yourself, and it's just plain lazy!!! I get cursed at, and I can't curse back, and called every name in the book, then you expect me to kiss your a**! I also don't get why you find it necessary to buy the product if you don't know how to work it, READ THE MANUAL! YOU ARE CALLING A CALL CENTER NOT THE STORE, AND WE ARE NOT THE ENEMY! CALL CORPORATE SEARS!!! I just got told that sears is going out of business, lol! ya right...we are te top service providers out there, and NOBODY can stand up to sears! Everything is going online in business thats why sears closed stores...duh! People are so tough behind a computer screen, if you have an issue got to the source, not behind the screen! We don't like you much either!!!!!

Posted by Former Technical Manager

I worked at Sears for 6.5 years and for the record I left the company 2 months ago on my own accord. I have close to 20 years of supervisory/management experience and have never worked for a more screwed up company than Sears. They do nothing but shaft their employees and wonder why their business is declining. Their managers are constantly over burdened with pointless HR compliance and negative conference calls to worry about customers. As a technical manager I spent at least 8 hours a week (not kidding) on conference calls running through reports with district managers trying to bust techs for wasting time. Really? Please for the good of everyone involved shop somewhere other than Sears. My life is so much better since leaving there. I can only hope that the people I know that are still trapped in their cult like culture of death can get out.

Posted by Anonymous

I understand where you all are coming from. I work for Sears. We gotta be the dumbest retail customer service in the history. I’m looking for another job. If they find out I posted this I will get fired im sure. They have been getting rid of people left and right. We can’t even make a delivery on time or without it being damaged. The CEO is a moron. The management at the call center is horrible. I can’t wait to go to work and say, "I quit" Nobody has a clue what’s going on in that place. And its like a high school. He said she said. HR needs to find something to do as well. All they do is investigate stuff. Im not gonna get into specifics cause this could cause me to lose my job as Texas is an at will state. Meaning they could fire you. But if I get fired for something ill make em pay. I have documentation printed out and keep it in my safe of all the corrupt stuff that goes on there. If they do me dirty because they cant make the customers happy they will pay a price. I know how everything works. These idiots’ needs to worry about customer service and stop worrying about who said what and high school BS. Sears is going out of business at a rapid pace. Just Google it. Wall Street tells it how it is. Its time to jump off the sinking ship. Most of my associates have quit already or been let go. They try to lie and hide whats going on but were not stupid. Buh bye for now.


You wish you knew who this was.

P.S. You WILL know who this is when I quit ;)

Posted by dennis

i work for sears,i am also a customer,i buy the service contracts and have several,they are a good value,if they were not i would not buy them myself.i have to agree that sears is not what it used to be but they try every day to improve.and i have seen a lot of imporvement in the last 6 months.

Posted by esa

I once worked at Sears but only for a bit, the training that they offer us is so poor and the employee treatment is awful. Taking my lunches and breaks was another hassle to always look for someone to cover our breaks and lunches. Also sometimes we got off at a certain time and nobody would come to open the store doors one time we had to wait for 20 minutes for the manager to open the doors and for us to leave after having clocked out and didn't pay us for the time we were just waiting for the manager. So I never shop here and never will because i know the treatment they offer their employees and the bad customer service.


i worked as a service tech for sears in harvey il& joliet,il for 37 years.i loved my job & loved helping people.then in the last 10 years or so they hired mangament that knew nothing about service.the employees have been beaten into the ground.i hate sears so much that i will not even enter the store.that my friends is why you are having service problems...they simply dont give a darn.

Posted by The Truth

In the spirit of full disclosure I'll start by saying I'm currently a customer solutions agent in the escalations dept in Round Rock, Texas. In fact I recognize two complaints on here as I handled your concern.
As is usually the case the truth lies in "the middle". Some of the issues raised here are valid and cogent, while many others are complaints dreamed up by angry customers who are writing to complain because they didn't get their way or are ignorant of what it is we do.
For example...I wish I had a dollar for every time I had a customer complain about how Sears doesn't make things like they used to. Uh...folks, I have news for you...sears doesn't manufacture a thing. We're Sears. We're NOT Whirlpool...GE...Kenmore...Samsung...or LG. We don't manufacture a thing. We simply sell and service items manufactured by OTHERS. When you buy a car at a dealership do you really think they manufacture the car out back and then drive it to the front of the lot?? Nope. They buy it from Ford...Toyota...etc and sell/service it.
That's just one example of a customer's criticism that is based on ignorance. Keep in mind anyone can post anything online because of the anonymity factor. Sure, some of the concerns raised here are legit and inexcusable. However, a good amount of stuff on here doesn't pass the smell test and is only half-truths at best. Next time I post I'll address the myth that we don't care about the customer by explaining how many millions of dollars we give out to customers every year...and how customers will play games and try to work the system to get hundreds in gift cards by basically giving us false numbers...and posting bogus online reviews hoping our offline social media dept will try to shut them up got it....more gift cards

Posted by Ghetto7Swords

As a former Technical Support Specialist for Sears Holdings in Round Rock, Texas, I can tell all of you, YOU ARE ALL ABSOLUTELY CORRECT! Not only is the customer service terrible, but this is also a horrible place to work at. I started in summer of 2010 & left in May 2011 & I will tell you 1st hand, there are no real technical support experts you talk to on the phone. Just a bunch of college kids, single moms, disgruntled middle aged men & people just passing through until a better opportunity comes along. Its not their fault. The fault really rests on the managers who have a cold-hearted outlook on true customer service. Yea, they promise you champagne wishes & caviar dreams & apologize non-stop on the phone & tell you, "yes sir/yes ma'am I can fix this over the phone", but honestly, only 20% of those promises are actually followed through. Plus, were given a 6 week crash course on product troubleshooting (which no one becomes a true expert on), along with poor scripts on how to deliver true customer service, which is a absolute joke. And those home improvement specials, FORGET ABOUT IT! Half that crap falls apart after a year or two. I would know, because customers have told me on the phone. The worst is when technicians cancel repairs & the customer calls & we find out thru the routing department that the tech cancelled at the last minute & we are the ones that have to break the news. I learned that the routing department is not responsible for informing customers that techs have cancelled. They are a seperate local division. They really expect the customer to call & check the status. ABSOLUTE SLAP IN THE FACE! I will say that even though no system is perfect, Sears makes T-Mobile look like the Vatican & we all know how bad T-Mobile is, but I digress. The warranty is a nightmare in itself. DO NOT BUY THE SSA! In fact, if you have any kind of warranty with this company, DO NOT RENEW IT! SSA is the worst, because its a 1 year contract, only covers parts up to $500.00 and there are no guarantees that if the item (i.e. dishwasher, front load washer, tractor) isn't able to be repaired, SEARS WILL NOT REPLACE YOUR PRODUCT! Also, if its more than 10 years old, there's no way in hell you can readily find parts for it. I was trained to either have the customer buy a SSA (which we receive commission on), renew the Master Protection Agreement, setup a repair (where you have to pay $129.00 just for a tech to come out & look at your product), or buy a new product. As far as my experience on the phone goes, I do not remember who I talked to or anything, but if anyone has felt jaded, scammed or just pissed off that their problem didn't get resolved, I apologize. My managers, who I'm pretty sure are nice people outside the office, were petty, mean, unreliable, and just didn't know how to tell employees on the phone how to deliver better resolutions to problems. Not to mention I couldn't even get time off for my daughter's 1st birthday, but I digress (again). As a customer now, I can tell you all, I wouldn't buy a dead rat from this place, even if it were stuffed with a $1 million dollar check & it was given to me for free. So overall, everyone please take heed: DO NOT BUY FROM SEARS! Go to Lowes, Best Buy, heck, you'd even have better luck on if you want a quality product. Its not that people don't take their job seriously, but the person you speak with on the phone is trying to keep their head above water & has only 3 minutes to either reach a resolution or tell you any kind of crap you wanna hear or their gonna get a write up (PPI) or won't receive any recognition or commission if their metrics aren't met. So, what's the silver lining in all of this...well, as of 2012, this company might be finished. Look up the first quarter sales for Sears Holdings & see why they might fold & turn into Kmart. These are actual facts, no rumors or lies. As I stated before, no company or system is perfect, but Sears has fallen drastically and quite frankly, it is not the same as it use to be. If you want great customer service, REAL technical support & quality product, DO NOT BUY FROM SEARS!

Posted by Anonymous

SEARS Holding, Inc., owned by billionaire hedge fund guru Eddie Lampert, is not the SEARS it used to be. Employees are treated like indentured slaves. They are REQUIRED to ask EVERY custoeemr to apply for a Sears credit card, Sears Mastercard, or a Sears Charge Plus Card Plus Card. If the employees don't open a minimum of five Sears credit cards per every TWO weeks, they can be fired. Many do get fired. In this economy it's difficult to reach that goal, esp. in a SMALL Sears like in Key West, FL., where very few customers are in the store! Employees are REQUIRED to sell a minimum number of PROTECETION AGREEMENTS, such as on large appliances, based on sales. If the employee doesn't, they can be fired. Customers complain daily that all of these questions are annoying, & they slow down the sale at the cash register. They are right! The employee has to inform the customer to fill out a 1 questions survey on the check-out screen, after they pay. Then they are told they can win a Sears gift card if they go online & fill out a customer service survey. Sears tries to convince their employees, they're "creating customers for life." IN reality, all the presure on the customers to buy these extras, & all the required questions, annoys most customers & they complain about it! Employees in the Appliances Dept. do NOT GET PAID an hourly wage. After $9/hr. training for one week on the sales floor, employees get only an average of 2+1/2% commission on some large appliances. ON some items in Appliances Dept. they get nothing; it depends on the brand. On air conditioners, they're lucky to get $1.00. Appliance Dept. is NOT the big money many people seem to think it is. It is cut0throat, full of miserable employees, and they are under such pressure to sell Sears credit cards, Protection Agreements (P.A.'s), Sears Protection Plans, & SYWR memberships, that most employees resent it, esp. in this economy. It is very difficult to reach the numbers corporate expects, as they lack customers in the store in Key West, FL on many days, & teh economy has completely changed consumer spending habits. Sears puts their employees under so much pressure from the day tehy are hires, that many quit. They are unrealistic. Think about this next time you shop at Sears. I suggest shopping elsewhere. They treat employees at teh KEy WEst store like crap, with expectations that make them nervous to lose their job on a daily basis. What kind of culture is this? Greed from corporate. The trainer used to get paid to trin a new employee. NO more! The salesperson expected to train the new salesperaon in the Appliances Dept., was an employee on commission-only, & no longer gets paid to train. Thus, their attitude was, "Why should I waste my time training this new person? It may hurt my sales." Sears = Greed. If an employee spends an hour educating & helping the customer & they go home & order the product online, instead of in the store, the employee get paid zero. It happens all the time, because they need to confer with their spouse, or get a measurement, etc. Commision-only sales in the Appliances adopet,. is a scam for the employee who loses in the end, at least at Sears in KEy West, FL. The store is constantly out of stock of items, & many customers do not want to wait one week, or often much longer, to have an appliance delivered. The delivery fee is usually $69 or more, even if you have to wait a month for the merchandise.

Posted by Disgruntled but Employed

I'm a Sears employee and sympathize with the customers greatly! I don't work in a store but the corporate office. They say customers are #1 and employees #2 in their book. Well, the employees feel just like the customers that have posted their comments. But in this economy, who has the option to change jobs? Don't worry, they're not giving us the profits either. I am reviewed "on a curve" and have to do more than exceptional at what my job is to get rated better than acceptable. It seems if I don't create some miracle to happen, there is no recognition. We have not had cost of living increases except 1 time in 4 years. But not to worry, if you know someone at the top, you can sit and balance your checkbook, shop online, facebook your friends, and chit chat half the day with the big wigs and for that, you get promoted because they have put you on the fast track up. For hard work, dedication, devotion and annoyance with the forementioned behavior, you get told you are doing the job you were hired to do and there is no compensation for that.

Yes, as you may have guessed, I am seeking a new opportunity just as the previous CEO, CFO and others have. I rarely see promotions going to the people who put forth the most effort, but more to the people who's "daddies" know some big wig in the company. And they wonder why things don't improve. They should really take the blinders off and see REALITY!

I tried to have a conversation/debate with the "Chairman" about some of the insane policies that have been implemented, but was given a warning that he has a lot invested in the company and my comments were not appreciated. I guess if he doesn't get a pay raise he won't be able to fly around in his private jet. I don't get one and I have to figure out how to budget a rent increase, continuing to drive to work everyday, etc.

The priorities of this company are way off kilter! Unless you want to fund Eddie Lampert's next excursion!

I also avoid purchasing from sears since I ordered a laptop and forgot to check to make sure it had a disk drive. (silly thing to think about on a laptop these days isn't it?)

We also purchased a dishwasher, provided a delivery phone # and they couldn't find the number, this was after over an hour to checkout. What is so difficult about this process? It was at least 15 minutes while they made a copy of the delivery ticket...then they messed up the receipt and I had to go back to have them correct it.

You get what you pay for and until Mr. Lampert realizes he needs to pay his employees, customers will continue to get sub-par service.

But don't worry, India will have plenty of employees because of Sears, they opened Sears of India to "handle" the lower cost customer service, and if you can get them to understand English, you are doing well! (Note: the corporate office is starting to look like a miniature India).

Posted by mgr

I blame the customers ... they come into the store and immediately begin with their rude, snide and unfriendly comments. I have been cursed at, grabbed, threatened and once even hit but customers because of some issue completely unrelated to the store ... but with delivery, service, etc...

Get with it people! Don't take your frustrations out on us. We're just trying to keep our jobs.

Posted by Liz

everyone has a complaint... I understand that people are upset that tech is running late, was rs, part was delay, or repair is taking long... But please when calling quit saying "i pay for a warranty that does not offer anything" READ your warranty before you open your mouth. People dont understand that as a Sears employee we are treated like trash.People are being discriminated in the company and no one does anything managers likes to partner up to be mean and fire people. If we lie to customers is because no one as the answer of all the issues. I dont work for Sears anymore, as a customer you cant expect Sears to care when they dont care for their employees.

Posted by Anonymous

To all the customers that feel that they have been delt with in the wrong way first and foremost I would like to extend my apologies to all of you we have several systems set in place for loyal customers such as yourselves unfortunalty sometimes that issue seems to fall through cracks not every company is perfect but we are definetly willing to work with you we have assembled a special team to deal with the complaints that everybody on this page is mentioning and we are ready to take ur call and try to make things right once again.... and our managers do care about the associates and especialy our cust cause they are the one that provides us with our job please forgive us and let us earn your trust once again

Posted by Anonymous

My name is Shayne with the Sears Escalations Team. First please allow me to apologize for the delay in responding to the many different complaints on this sight with Sears. Here at Sears, we value each and every customer that we have. Unfortunately, there are times when we miss the mark as far as poor customer service, not showing up on time for a service call, delays in delivery and many other things. In our department we are working to tackle these issues one at a time as we come across them. We are a single point of contact for our customers and our case managers work an issue from the beginning to the end when we get a resolution that best suits our customers and Sears. I would like to ask each and every one of you to contact our office via email at [email protected] and we will have a case manager contact you directly within 24 hours of receipt of the email. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please reference this web site, for reference to were you heard about us, and we do look forward to talking to you soon.

Posted by Anonymous

i used to work for sears and i know i tried to give the best customer service but you see we were not paid enough and our bosses treated us bad and that is still the case today as i hear that is why the company is falling because managers dont care and they are suppose to be examples but their horrible ones. i remember them just being lazy and never seeing them around. and then were always grumpy and never want to be their and dont give good customer service so you see this repeated cycle..

Posted by SearsCares

To everyone that has had issues with Sears:

My name is Shayne with the Sears Escalations Team. First please allow me to apologize for the delay in responding to the many different complaints on this sight with Sears. Here at Sears, we value each and every customer that we have. Unfortunately, there are times when we miss the mark as far as poor customer service, not showing up on time for a service call, delays in delivery and many other things. In our department we are working to tackle these issues one at a time as we come across them. We are a single point of contact for our customers and our case managers work an issue from the beginning to the end when we get a resolution that best suits our customers and Sears. I would like to ask each and every one of you to contact our office via email at [email protected] and we will have a case manager contact you directly within 24 hours of receipt of the email. In the email, please provide a contact phone number and we will call you directly. Also, in your email, please reference this web site, for reference to were you heard about us, and we do look forward to talking to you soon.

Thank you,
Shayne W.
Senior Case Manager
Sears Cares

Posted by Anonymous

I must say, Our store has the best team. I love working with these great people. But I have noticed that all the hard work that these people do arenWRTH THE PAY!! Come on sears. If you want to keep your fine hardworking people, you have to pay your people way better. I mean 3 years and 7.50 how are we going to pay our bills. I'm a L.P. Officer and I have savedyour store alot of money. I have work with the company for two years. MY PAY 8.40...Thats bad!!!! I also have three children.By did ya know that L.P. Officers pay starts out at 12.00. I question myself why I stay. Thats easy I LOVE the fine people I work with. But Sears you have to pay your people better, or you will get young kids whom don't give a crap about sales or customers. Just saying:~{

Posted by Anonymous

Oh and it's usually not the techs fault that they don't make it to you. Most techs complete on average 7-8 calls a day depending what the specialty is, yet we are given 12-13 calls to "try" and complete. So at 8 a.m there are about 5 customers that will be disappointed. So think twice about giving the techs attitude because we hear it all day every day and we still are forced to work at least 1-2 hours overtime every day.


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