Sears Canada Inc

Up until 9 months ago, I'd been a very happy customer of Sears. Over the past 35 years, I've purchased all my kitchen appliances (stove, fridge, dishwasher and hood-fan), my clothes washer, my vacuum cleaner, garage door openers (2) and dehumidifier from Sears. And I have purchased many Craftsman tools - electric drill, tool cases, router. It took more than 20 years for my vacuum cleaner and drill to die. The rest of my purchases are still working well.
But when we needed a new vacuum cleaner, that's when the problems started. Consumer Reports provided performance and reliability information about Sears (Kenmore) products in the U.S. but Sears could not provide information about the equivalent Canadian models. I was not able to get any information from the local Sears (Burnaby Metrotown). The Sears parts and service were not helpful but they, unlike the local store, made an effort to help me by comparing features of the U.S. and Canadian models. In fact, they did a much better sales job than the sales staff. It turns out that our local store no longer has staff familiar with vacuum cleaners. When I came into the store to ask a sales person about information that was no available from the website, the sales person read the information on the website (rather poorly, I might add). They did not address my questions but rather made an effort to direct me to another product. The product that I was looking for was on-sale and I wanted to see it. I thought perhaps the carton or product manual could help. However, the product was not in stock. I could not see it or read anything about it. The sales person admitted that they knew nothing about vacuum cleaners and seemed to be a a loss as to how to find information about the products. I did, however, have enough information to purchase the vacuum cleaner. It has been great so far and I wanted to provide some feedback to Sears through their online rating system. There were a lot of questions about the product that I bought. What disturbed me was that Sears provided no information and in some cases incorrect information about the product. One customer was unable to locate the product that I had just purchased and Sears responded that the product (that I just purchased) was unavailable. Customers asked about such features as weight and if there were reusable bags. Sears posted answers that we incorrect and I tried to post the corrections with references to their own documentation. My postings were bounced (rejected and not published). After more than 35 years of doing business with Sears, I can not rely on Sears to provide me with reliable information about their products.

In January (2016), I had a terrible experience with Sears Canada when ordering a washer in Toronto. On the very first call, I already felt hesitant about going with Sears, because the process for getting the washer delivered, having our old washer uninstalled and hauled away, and having our new washer installed, sounded almost impossible. It was incredibly difficult to even understand from the sales person how all of this would work. The onus was completely placed on me as the customer to coordinate everything, calling 3 different numbers to get all of this set up. Finally, I was able to purchase the washer, call the separate contractor who would deliver the washer on a specific day, call the people who could come uninstall/install on the following day, and then arrange with the delivery service to haul away the old washer (i.e., 3 days of Sears/contractors coming to my home). Each of these services at an additional cost, of course. Not only did all of this take me HOURS on the phone, each of these days I needed to be home for 4- to 6-hour time intervals. We have a 2.5-year-old, and I was nearly 9 months pregnant with our second – this was quite difficult to coordinate, all while hauling loads of laundry to a neighbourhood laundromat and hoping everything would be set up before the newborn arrived.
At every phone call with Sears, I clearly outlined that the washer and dryer are stacked in a laundry ‘closet’, located on the 3rd floor of our townhouse and that the old washer is on the bottom of the stack and would have to be uninstalled before installing the new one. The delivery people were nice enough, but said that nobody told them they’d have to climb 3 flights of stairs (another red flag). On the following day, the contractor told me that he would not be able to do the uninstall/install because he did not know they were stacked (!!!!) and that I was supposed to have purchased a stacking tool kit for him to do his job. He said to call the customer service line, purchase the kit and then he could come back to do the job (but probably not for a few days).
When I called customer service, I complained that I had clearly outlined that they were stacking appliances and expected them to expedite a stacking toolkit so that I could get the contractor back ASAP. Not only did they have zero sympathy for my situation, they told me that it would take 5-7 business days to get it to me. Alternatively, I could travel to north Toronto to pick it up myself. (We have no car, and given my situation above, this was not going to happen). They also added that I “should have known” I needed this toolkit and “should have mentioned” that I had a stacking washer/dryer set (!!). Terrible customer service, no matter how you slice it. Finally, I asked to speak to a Manager. They put me on hold for 10-15 minutes, and with my little one around I couldn’t stay on the line any longer, so hung up.
Since I’ve got a lot on my hands and my husband works long hours, my mother thankfully took over. (At this point, I decided I would not deal with Sears any more on this. I’d rather wait to have everything done properly and be treated with respect.) Another customer service Manager repeated to my mother that I “should have mentioned” the stacking washer/dryer and Sears insisted on charging me for the contractor service call that was never completed. After much argument, they finally refunded us. We also had to call Sears THREE TIMES to ensure that the haul away appointment was cancelled and refunded (at each call, it was as though the previous person had never recorded the request – no wonder “nobody knew” I had a stacking washer/dryer)! In the end, it took multiple phone calls with multiple different people to finally get a $50 Sears card delivered to us for our troubles. After all of the stress this had put on me, hours spent on the phone, hours waiting at home for services that were never completed, this does not even come close to making up for this horrible experience. My family – both immediate and extended – have all been informed of this situation, and we will not be shopping at Sears again.

Purchase a bed & mattress from Sears online. The day before my bed was to be delivered, I was notified it was on back order and wouldn't arrive for 3wks!!! Mattress was too firm so I exchanged. They refused to take my 1st mattress (needed a mattress bag which no one told me about) and the new mattress was dirty.

Waited 3 weeks for delivery of product to city warehouse. Assured I would have home delivery in the morning. Received 3 calls the day prior to delivery reminding me of the delivery. All messages recorded and no oportunity to speak to a person. Messages stated delivery would be between 9 and 10:30. Felt all would be well until delivery day and all did not go well. I am done with Sears. Could buy the appliances elsewhere - probably less $ and much better and quicker service.

We purchased a Samsung slide-in induction range from Sears on-line for a somewhat higher price than it was listed at elsewhere because of Sears' return policy and a lower delivery charge which accounted for about $30 of the price difference. We did not pay extra for an upgraded delivery option. It was delivered exactly when they said it would be at 8:00 AM on a Saturday morning and placed in the kitchen in front of where it was to be installed. Since the glass top overlaps the counters, the delivery personnel could not just slide it in but they did install the felt pads I provided and I installed it, no problems.
Before it was delivered, I spotted the same appliance for about $75 less than the sale price the day I bought it matching their on-line competitor's price. After delivery, they credited my account with the difference.
I spotted a small chip on the inside of the oven door. They offered to replace the stove or credit my account with a further $146. I chose the latter and will happily repair the chip with automotive engine paint.

I originally posted this comment online on the Sears website and received an email that said my review could not be posted because it "did not meet website guidelines". I suppose this is because the comments were negative.

I purchased a Hamilton Beach Breakfast Sandwich maker online. The product concept is OK but don't expect a sandwich like the picture. The eggs will have a tendency to spread out over the English muffin. The egg doesn't taste the same like when it is made in a pan but it is OK. The small handle gets very hot.

Customer Service in terms of delivery of this item is a 0. Received an email to pick up the item then told the item was not delivered when I arrived to pick up. Went back a second time and was told that the pick up counter was closed, despite receiving an automated phone call to pick up the item. Called Customer Service and was told to send an email. Asked for a phone number and was given one that was out of service. After the third visit I received the product. That I find was ridiculous.

Note: I live in Montreal, QC but could not find a forum to post this review in QC since Sears rejected the review online.

Requested 3 delivery times and each time they showed up at different, unscheduled times. Ended up cancelling my washing machine order. Complete apathy in terms of service. I would definitely not recommend using them.

Do not buy anything for Sears. They just suck. I bought several applicances from them. The fridge had problems with the water dispenser. The line would freeze every few weeks or so. Called Sears for service, they just told to unplug the fridge for a day or 2 to thaw. This worked. then it would freeze again after working for some days/weeks. Called them again they told the same steps to take. They never fixed the problem. I gave up as each time I had to take time off to wait for tech. Also their tech was very rude. For the first visit he just spent 5 minutes.

Then I had another tech for the fridge. He said the issue with the water line freezing can only be resolved by replacing the door. The fridge now was out of warranty. I called Sears. they pulled up the records for the issue and the manager said they had ordered a replacement door but canceled it because the problem was resoled after unplugging the fridge and thawing it. At the time I was never told that there could be a issue with the door and that it might need replacement. Now they say as its out of warranty they would not fix it.

They never owned to their part of resolving his issue. I would not deal with these company again. I would advise to stay away from them.

If you are thinking of making a purchase online from this hopeless company save your time and your money. This place couldn't organize a sock drawer. After placing an order for Christmas in November, I have yet to receive the item or a refund. When I placed the order, I was told the delivery date would be no later then December 15th and was in stock at their warehouse. However that was apparently not the case. When i called their top shelf customer service department to inquire on the whereabouts of my package, I was informed that i should have received it (well duh) I was then told they had no tracking information, and it was in stock at their " supplier" not physically at their warehouse. The representative then informed me if i did not receive the item by December 24th, they would consider it lost in transit, and credit my account. As I am sure your have already guessed, it never showed up, and they never credited my account. So i called their award winning customer service department again. This guy started tracking the item ( but how could he do that? the first lady couldn't do that, she told me they couldn't track the item) Obviously this guy has super powers, or the first lady had to business answering the call. (I will go with the 2nd option, as there is clearly no super anything at Sears) The long and short of it is, here we are on January the 2nd, no package has arrived, and my credit is in the hands of a customer service department, that is still "assessing what the problem is"

I bought a matress and then within a few weeks it was defective. There was a slope in the matress. I explained this to the salesperson; she was rude about and disrespectful. Turns out the guarantee does not work for this kind of problem. Worse customer service ever. Never buying there ever again.