Sears Logo
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4.5

Overall Score

Author: Kaitlyn Short

LAST UPDATED: December 11th, 2023

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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Star Rating

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3.7

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73 Reviews

Review Breakdown

5 grade

30%

4 grade

36%

3 grade

21%

2 grade

1%

1 grade

12%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Kimmi Riverton, UT

We recently bought a range online but somehow ordered the wrong one. They were so good to take back the first one and get it all figured out to bring the one I wanted later in the week. They acted like it wasn't a problem at all.

6 years ago

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Mickey Mangum Long Beach, MS

I used to frequent Sears stores but my local one has closed. They always had knowledgeable staff and good products. I trusted what they told me and the products always worked well. Would recommend.

5 years ago

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Larson Riverton, UT

I’ve been happy with shopping at Sears and have been going there for years to buy their craftsman tools. The store is so clean and I always enjoy the positive attitudes of the workers when I go there.

6 years ago

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Tom Pleasant Grove, UT

Sears used to be my go to store for everything for the home. They still have a great selection, and their prices are still reasonable, but they don't have the same feeling when I go into a store.

7 years ago

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Adrianne murray Brigham City, UT

I remember as a kid going to sears and how amazing it was. Over the years it has had ups and downs but it’s still a good place. I was disappointed when the one near me went out. I think there has always been a little bit of something for everyone. I liked buying exercise equipment since the prices are so good

5 years ago

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Shari Evers Lehi, UT

I don't have Sears near me anymore, but I loved having a Sears close by. It was the place I would turn to for anything home or lawn related. Great selections and quality!

7 years ago

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Rocio Diaz Tallahassee, FL

Sears had been one of my favorite places to go to find cheap furniture, however since they are closing down many of their stores, quality and variety has not been the greatest.

5 years ago

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Reckholdt Draper, UT

We bought our washer and drier from sears and had a great experience. They came out and offered service checks a few times to make sure things were good and working how they should.

5 years ago

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Wendy Liu Bethesda, MD

Great deals, wonderful and helpful staff, spacy stores, definitely recommend going to Sears when shopping for clothes. They always have a large selection of clothing for everyone.

5 years ago

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Marissa Redwood Falls, MN

I really like sears--their customer service team has always been so friendly and helpful. I always find what I need. And they have a very good selection of items to choose from.

6 years ago

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BLF Pleasant Grove, UT

We have bought all of our kitchen appliances from Sears in the past and love that they sale quality items for a fare price. They also have a great delivery service and warranty.

6 years ago

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Diana Melnyk

Sears is a great chain but sadly they are no longer in business in Canada. I used to purchase my mom's clothes there when she was in my care and we also purchased a nice lawn mower that is still in use today.

7 years ago

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Juliann Mecham Managua, MN

I think Sears has a honesty pricing scale and a wide variety of options for your home. Great customer service and I would recommend

5 years ago

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Audrey Mitchell Managua, MN

Sears was the location we bought our couch that has lasted for years. The material is fantastic and has been very durable.

5 years ago

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Bryndie Managua, MN

I love sears! Their store is very organized and easy to shop and the employees are more than willing to help you find whatever you’re looking for.

5 years ago

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Allison Campbell Gulfport, MS

Sears is a great store that sells good quality products but I do still believe there prices are a little bit high for what your getting.

5 years ago

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Tony Riverton, UT

Have purchase a few things from Sears Home, but Sears isn't as prevalent as it once was since they let go their Craftman brand.

6 years ago

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Anonymous

My son loves shopping at this store while it was around in our neighborhood. He was able to get a few pieces of furniture for his eclectic bedroom.

6 years ago

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Nana Asiata Herriman, UT

Sears has great quality options. Pricing is a little high but you do get your money's worth. Customer service is always top notch.

6 years ago

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Natasha Salt Lake City, UT

Good place to find appliances for really good deals. I would buy from here again when I need to.

7 years ago

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Aubrey Rentschler Salt Lake City, UT

Sears has good prices and their website is easy to browse. My husband loves their Craftsman tools.

8 years ago

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Julie Firkins Orem, UT

we like sears for their tools and their appliances. also the exercise equipment!

8 years ago

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Mikayla Ralston Gaithersburg, MD

Great quality and great prices. The service is always reliable. Has many brands that work for any home.

5 years ago

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Randi Nelson Managua, MN

Sears does not have a ton of furniture to choose from, but the decorations and add ins are very cute.

5 years ago

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Amanda Montebello, CA

Sears is great to find discounts on items and reputable brands. I’ve never had a bad experience shopping at Sears.

5 years ago

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Sherry Wootton Ogden, UT

A long time customer and hope they never go out of business.

7 years ago