file a complaint

If you wish to speak to someone immediately about your experience, you can contact Sears National Customer Relations at 1-800-549-4505.

We puchased a matching set, samsung w/d. When delivered the washer did not work. We scheduled repair, and it was deemed defective. We then contacted the store and spoke with Jonathan who assure us that they would replace the w/d with a set from the store that is comparable, just come by and pick it out and if done before 2pm they could deliver/pick-up the same day for out troubles. We came to the store the morning of 10/12 and spoke with the store mgr ‘Rusty.’ Rusty was immediately defensive, and said that they would not take back the dryer, as it was not defective. I then told ‘Rusty’ that we purchased a matching set, and have been out of a washer and dryer for over a week, and were assured that we were going to be taken care of today. Rusty would not budge and became more defensive, and tried to throw me out of his store several times, each time I asked him to just calm down and continue working through this to a resolution. He then said he would find a brand-new washer that would match and would have it delivered by Monday. While Rusty was searching for the new-washer, he continued to antagonize me, while I had my son with me, I continue to tell Rusty to stop talking or trying to explain and to please just do his job, and either way at this point, by the service I have received, I would be writing a few letters to the corporate office. At that time he immediately said he was fed-up and doesn’t deserve to be treated in such a way, and refunded the money for the washer and dryer, which is what we wanted in the first place, if we could not get a matching set.

I am so mortified at the behavior of the store manager ‘Rusty’ that I will most surely, never, shop at another Sears again. The treatments I received at shopping at a Sears outlet, was the same as if I purchased these items off of Craigslist, which is what I was trying to avoid. Not only did the washer not work, but during the repair, the repair-man pointed out the filter was FILLED with dirt, hair, and what looked like, kitty litter. Seeing that after being promised everything was tested, cleaned, and sanitized. My interpretation of sanitized does not include a filter full of someone else’s hair, dirt, and kitty-litter. Now to make things worse, even though we have recieved a refund, we have to wait 3-5 days for the refund to hit our account, which is another 3-5 days, a family of 5, has to go without a washer/dryer. Mind you this has started over a week ago.

All that I have gone through and experienced is exactly what I wanted to avoid by shopping at Sears Outlet.

I will be forwarding this correspondence, as well as another, fully documented report, to all major executives, customer service centers, area outlet stores, local community forums and media. I cannot believe the treatment and disrespect I received, as a paying customer at Sears Outlet.


2 answers

  1. Hi steveternes,
    Thank you for coming to our site to post your experiences with us. We are very interested in not only ensuring that you remain a loyal member but also addressing the situation as it occurred, to ensure a situation like this does not re-occur. We cannot apologize enough for the way you were mis-handled at our store. Please be assured that one anomalous experience should not frame your ideas of how we feel about our members. My name is Brian and I am a member of the Sears Executive Social Media team here at Sears. At your earliest convenience please send the following information – contact #, screen name (steveternes), and phone # used at time of your communication to us, to We do look forward to speaking with you soon!
    Thank you,
    Brian J.
    MySears Community Moderator

  2. Welcome steveternes,

    We appreciate you sharing your concerns with us on the MySears Community!

    I am very sorry to hear of the treatment you had just experienced while doing an exchange of your washer and dryer set.

    To help you further on this issue we would like to get you in touch with our SearsCares tea. This team will do what they can in helping to make this right for you.

    Once our Sears Cares team responds, I will notify you via email to let you know so you can directly connect with them.

    Thank you!

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