Sears, officially known as Sears, Roebuck and Co., is a leading retailer providing merchandise and related services. Sears is part of the Shop Your Way program that provides customers with a social shopping experience where they have the ability to earn points and receive benefits across a wide variety platforms. Sears, Roebuck and Co. offers a variety of products for the home, including a section of home furnishings. Sears currently has more than 1,320 Sears-branded and affiliated stores in the United States and Canada. This company is the nation’s largest provider of home services, with more than 14 million service and installation calls made annually.

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The Good

Variety
Distribution
Warranty program
Return policy

Sears is a large company that is very popular in the United States. Originally beginning as just a watch company, Sears, Roebuck and Co. has grown and expanded their merchandise into a well-known home service company that includes a wide variety of quality furniture, found under Sears Home on their website. Sears has many locations across the U.S. and even now in Puerto Rico. These many locations allow us to assume their product is in high demand and produced at a very large rate. Receiving furniture from these stores shouldn't be an issue with the amount of stores their distribution centers would need to accommodate. Delivery from Sears online is simple and accommodating. Shipping costs are tailored to the customer's zip code, the distance from the distribution center or store will determine the rate at which delivery might cost. Free shipping is offered to those who are purchasing more than $59.00 worth of merchandise and it is usually delivered through UPS in 1-5 business days. Oversized orders are scheduled to arrive within 8-10 business days. Sears offers a hassle-free warranty program they refer to as their Master Protection Policy. Within this policy, they offer a replacement guarantee stating that if it breaks, they'll fix it. Customers will receive unlimited service and no deductibles or fees like other plans might cap. If they cannot fix it, Sear's will deliver and install a new, comparable product, guaranteed. Another bonus Sears offers is their abounding amount of promotional deals and offers that are posted all around their website. Within each category it seems that some sort of offer or enticement is going on. Also, Sear's return policy is very simple and hassle-free. If the customer is unsatisfied with their product within 90 days of purchasing it, they can either mail and bring in their original product with their original receipt and expect a full refund or exchange. Projecting that after an analysis they have a strong selection of merchandise, many promotions, satisfactory delivery and returns as well as multiple other strong categories.

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The Bad

Customer complaints
Personalization

Most complaints stemmed from product/service issues within the company. Customers spoke of receiving products or merchandise that didn't work properly so they referred to customer service but did not receive any luck. Some were told they didn't have the option to receive service for their product when they had proof of purchasing an extended warranty on the item. Another mentioned the hassle she had with re-scheduling service appointments over and over only to finally buy another item from a different store all together. Issues related to delivery, guarantee/warranty and advertising/sales. Many customers complained of not having their products delivered in a timely manner. Some even complained of not having their products delivered at all. Advertising/sales issues including customers being told they were purchasing a package deal and then not receiving it. When they took it to the proper authorities within the company, their concerns were denied and told their package deal did not exist. Customers had proof of purchase and advertisement, but the company would not award them their items. Other concerns that Sears might bring customers is their large network of individuals. Being affiliated with such a large company, Sears had a hard time personalizing with their customers. When speaking on the phone with different representatives, some complaints mentioned that they seemed to always have to start over because they were talking to someone new on the telephone every time. This aspect might not be as ideal for those that have issues with their product as it might be at a smaller company. One aspect of other furniture stores that Sears does not have is that they are strictly just a furniture store. Sears Home section is competing against other companies that specialize in simply creating and producing furniture. Sears focuses on home services which means they have more than just the one department. Their stores are full of a wide variety of merchandise.

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The Bottom Line

Sears is a certainly a worthy option to explore your home furniture needs. This store creates an environment for customers to feel like they are making a good decision, especially with their Master Protection Policy. With a warranty like theirs, customers should feel that they are able to purchase their furniture with great protection and comfort. Customers should also feel that they are receiving quality material at an affordable price because of the abundance of promotions and deals that are constantly being shared on their website and stores. Overall, I would recommend customers to purchase their home furnishing needs from the home product line that Sears offers.

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User Reviews

Star Rating

3.7

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73 Reviews

Review Breakdown

5 grade

30%

4 grade

36%

3 grade

21%

2 grade

1 grade

12%

Sentiment Criteria

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Michelle Rios Ogden, UT

Our first sofa was purchased from Sears. It was beautiful and came with a cleaning warranty to remove any stains. Sears customer service was amazing and they were able to return my beautiful sofa to new after a couple of guests spilled on them. We returned about 12 years later to find our next beautiful sofa. They are not only stylish and on trend, but they are also durable. Thanks Sears.

5 years ago

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Eddie Rios Ogden, UT

Sears offers a variety of furniture options, at great low cost. They always have the right styles that work with many decor options. I always find comparable selection and pay less at Sears. They offer low cost delivery and their staff is always full service and expedient.

5 years ago

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Jesse Rice Biloxi, MS

I would like to say that I was customer of Sears for over 25 years. I'm sorry to have seen it go due to bankruptcy. Every year I would take my annual trip to get tires for my truck and so did my father also for more than 40 years. The American made craftsman tool are no longer here and it sadness me. Please bring back the America made tools.

5 years ago

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Susan Stewart Salt Lake City, UT

I just love Sears, I think they have such a great selection and really high quality products. We bought our patio furniture here and it lasted for forever. I would definitely recommend their products. I was so sad when the Sears by my home closed.

8 years ago

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Arooj Naeem

I recently made a few purchases from Sears and overall had a positive shopping experience. The variety of products available both in-store and online is impressive, ranging from appliances and electronics to clothing and home goods.

1 year ago

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Kaitlyn Rios Ogden, UT

Sears is a giant in furniture availability, They are cost effective and pass on the savings to the customer. I like the furniture to choose from as it is easy to furnish a whole room with sears helping. Great customer service!

5 years ago

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Reese Pleasant Grove, UT

I have bought many items from Sears, from appliances to tools, to clothes. The home-furniture department is also great with good quality merchandise that has the latest styles and has a guarantee that I can trust. I bought a mattress from Sears and it has lasted many years and is still great.

6 years ago

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Sherran Nutson Atlanta, GA

I grew up shopping at Sears. My kitchen has all of the Sears Kenmore Elite Appliances, which are hard to find today. However, Sears is still around to provide parts and services when needed.

2 years ago

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Michelle W Coraopolis, PA

We got our outdoor furniture from Sears two years ago, and I have zero complaints. I love how it all matches (the table, chairs, and sofa set), but I also love how they withstand the weather.

6 years ago

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Amy Boren American Fork, UT

We have purchased most of our kitchen appliances here. They always have great combo deals on fridge/stove/microwave combo's. And they usually have financing available which is great!

6 years ago

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Ashley Pleasant Grove, UT

I like shopping at Sears because of their high quality furniture that will last forever. I also like shopping there because it is easy to find the things I need.

7 years ago

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L. Fowler Pleasant Grove, UT

Their customer service is great and the quality of their products are second to non. The salesman who sold me my dishwasher was very helpful and really informative.

7 years ago

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Adria Cheyenne, WY

Love sears and their selection of household appliances. Great pitches too. Always seems like the price is better than anywhere else.

5 years ago

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Martha Gourley Pleasant Grove, UT

Sears is an old and trusted company. I have purchased appliances to shoes to boots to clothing from Sears. Good company that is trustworthy.

6 years ago

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Eric Smith Riverton, UT

We ordered our bbq online and had it shipped to the store which made for easy pick up and it was on time with no delays.

6 years ago

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Sage Robertson Cedar City, UT

I love all the home decor products I have found at Sears! They have really nice products that match my existing products. It is so great!

6 years ago

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Mazi Marcel Womack Cedar City, UT

Sears has really cool products, I can never complain about their furniture products and they have great prices and customer service.

6 years ago

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Tracy Womack Cedar City, UT

I love the Home Goods and Sears. They have the cutest styles and their customer service is really good as well.

6 years ago

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Jon Robinson Riverton, UT

I really like Craftsman hand tools (Sears brand). I feel like they are good quality for the money.

5 years ago

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Alex Danielson Riverton, UT

Sears has always treated us right with quality products and service at a great price.

6 years ago

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K Robison Layton, UT

Know Sears for its great prices. I would recommend going there if you are looking for good deals.

7 years ago

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Aaron Anderson

Trendy furniture, great service. Highly recommended!

2 years ago Edited November 20, 2023