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2.3 2932 Reviews

Sears Complaints Summary

944 Resolved
1987 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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12:00 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears sears refused to fix my freezer while under service contract

My Feezer failed around July of 2006 . Food all rotted as freezer is chest type in basement and I didn't realize that it had failed until I went to get some food out of it. The smell was terrible. I called Sears and after several missed appointments the service man came and replaced a part got the freezer working. I had already cleaned it out but the smell remained. I was told it would go away. I tried many different cleaning processes and after 2 more service visits I was told that the smell was in the insulation and the only thing I could do was replace the freezer. Sears refused to repair or replace the freezer. I have had A Sears service contract on this and other home appliances for over 10 years and had no service except a gasket and on one of our refrigerators and a plastic drawer on the same unit. I have called many times about this matter and also called for service on another refrigerator at the end of Dec. 2006 and no one showed up for the appointment on Jan 9th. I was out of town and the unit was working and only showed a "service" warning so my wife didn't bother calling again. I called after I came home end of Feb. and was told contract had expired so no service would be done. What happened to the old Sears "Satisfaction or your money back" policy?

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12:00 am EST

Sears being cheated and taken complete advantage of!

To Whom It May Concern:

I’m writing this letter in frustration and in hopes of showing the public how some Big Companies treat an average person who wants to just live a normal happy healthy life and to pay his debts. I’m talking about Sears who in recent times started a PR campaign with sponsoring along with others the new hit show Home Makeover. It is wonderful how this program is helping a few people a year. But what about a very loyal customer of Sears for over 33 years wouldn’t you think they would go out of their way to be good to that kind of customer? I am appalled at how I’ve been treated and I feel I’ve been cheated and it seems there is nothing I can do about it, no recourse at all so that is the reason for this letter. Thirteen years ago I married and of course I put my wife on my Sears account. A few years of over spending caused us the inevitable we were in too deep on a few credit cards Sears being one of them. We went to one of those TV advertised programs for helping people get out of debt. We decided on Profina a company we saw advertised that really looked like they could help. The promotion was that they could get the companies involved with you to lower their interest rates and work with you and in 5 years you would be free of the debt. It went well for a while and then Sears started asking for more money and we responded with a positive and gave more. I noticed that they never dropped their interest rate at all. I called Sears and asked them why and they told me that technically they did not have too. I let that go and then they asked again for more money which we allowed. Then I saw that interest not only did not go down but it had gone up and they threatened to cancel Profina if they didn’t get more money. They called us and left a few messages on our phone so I talked with them again. They wanted more money and I allowed it to keep them on the program. I asked them if they would drop their interest rate at this time and they said no. I asked if this is how they treat all their long time customers and the response was “I don’t make the policies Sir”. And by the way they were not very friendly at all in any of the conversations they make you feel awful. We went for a while now without further problems until I noticed a statement from Sears (my wife had been handling the finances and I had not seen the statements which was a mistake). But to my disbelief we had been paying them $143 a month and the interest rate charges alone were $145 so our balance had been going up never down. At this point I was very angry and I called them and asked what was going on and got the disinterested response of “I don’t know maybe you should pay more”. I was angry at this response and I told Sears that if this is how they treated a customer of over 31 years at the time I would never set foot in a Sears store again. Again the response “I don’t make the policies Sir”. After getting off the phone and calming down a little I called Profina and stopped further payments of any kind to Sears. It didn’t take Sears long to start the calls sometimes 7 or 8 times a day. I talked with them a number of times and felt I was treated very unprofessionally and told them so. When I tried to explain why I had stopped payment they told me they would keep adding up charges of late fees and interest. I finally called and talked with a manager and told her I would begin payments only in the event they would drop all interest fees and late charges and I would again start to pay them. When I said drop all interest I made it clear that the rest of about $3,000 would be interest free until paid off. I was told they would do that so I told them I would start paying them on a certain day of each month but before we finally settled the manager said “Now you know that interest will again begin in 3 months”. I couldn’t believe my ears and I told her no that was unacceptable and I said good bye and hung up the phone. After that I would not answer my phone again and let them leave messages and they kept calling and calling and calling. In time they wrote off the debt and on my credit report it said written off. But later I found out they had sold the account to another collector who hounding me to no end. So Sears had written off the debt and collected on their taxes as a loss and then sold it to another collector for so much per dollar so Sears collected again. I refused to deal with the new collector telling them the debt had been written off and that Sears no longer could claim any harm. So they sold it again to another collector then another and another and for a few years now I have been hounded by them all. I felt so angry I was going to ignore them no matter what but now they have sent it to a lawyer (society’s downfall members) and he is going to take me to court. His name is Bryan Cannon and is located in Sandy Utah. The bill is now at almost $11,000 and it will climb a couple more thousand for his costs. So I would like the public who have been hurt by these credit card companies (especially Sears) to give me a call and let us set up some time to do a peaceful demonstration at the Sears in Riverdale. We can use picket signs and have brochures available to let Sears know what kind of business they really are. I’m going to send this over a lot of the country so I ask them to call me too and we can organize a demonstration in their region as well. My name is Cory Fausett and my phone number is [protected]. Please help one man make a difference by standing up to this problem of mistreatment. I was willing to take care of my part of the debt but Sears choose to cheat me and be greedy. What else is there to do please help me make a stand and I will demonstrate it to Sears and other credit card companies as their ethics stink. They do what they will with interest rates but give out cards like candy even to our youth. How many ads do you get in the mail for signing up each month? How many do your teenagers? Let’s take a stand please and not let them have that control any longer. I will send this to Sears as well and many other Letters to the Editor across the country. Oh and by the way all the companies that stayed with us on Profina have been paid off now so if Sears would have just been less greedy and less willing to stab a long time customer in the back they would have been paid but it seems they made more by doing what they did anyway maybe that is why they did it. What do you think? Why should Sears get compensated through a written off bad debt through taxes and the sell of my account to another agency? Who will also collect on it? I am more than willing to pay the $3000 but I will fight as much as I can any other amount but I will lose because we the people have NO SAY at all in being cheated and taken complete advantage of.

Thanks for listening to an angry former loyal Sears shopper,

Cory Fausett.

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Responsible member of society
west haven, US
Sep 03, 2010 5:07 pm EDT

Grow up, don't purchase things you can't afford. Take responsibility for your debt. The terms are in the agreement you get when you accept the card. If you can't accept the responsibilities that come with being an adult and the card, don't get the card. They have the right to charge you whatever late fees and interest they want when you don't make your payments. From what you said they were willing to give you the late fees back and also waive all your interest for 3 months. You're a baby, when a company writes it off as uncollectable they take it as a loss to that company. They sell it at a reduced rate to a collection company, so they can recoup some of the costs they lost from deadbeats like you who won't pay their bills. Even though everything they can do to your credit card is right there in the disclosures they give you at time of application, you claim you didn't know. You had access at any time to the account, the card is YOUR responsibility. Nobody else's.

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MAD@Sears
Florissant, US
May 05, 2010 10:17 am EDT

I called you be I have been going though something similar with Sears for the past 4 years and I didn't even know there was a dept that I owed them until a year later. They have never sent a bill or anything to my home, and when I called them they told me that they have nothing to say to me. I am now in the process of purchasing my mother a home and I will be unable to do so with this dept and I am running in circles trying to get this off of my credit. It is on my credit like 3 times because of the creditors that have bought the balance. I have been trying to tell them that my identity was stolen during the time that this account was made, ( I don't shop at Sears and now I NEVER will), and they didn't care not even a little. What am I to do?

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deathdisco89
Clinton Township, US
Mar 24, 2009 10:44 pm EDT

I don't really feel that bad for you. I'm guessing Sears doesn't want a customer who refuses to pay for what they bought. You cannot blame this on your wife, you had access to your account information at all times. The Sears card is a variable rate card. Sears did nothing wrong in this situation, and even tried to work with you to repay the debts by forgiving extensive interest and giving you 90 days no interest. Maybe you should spend less time writing complaints and more time working toward paying off your debt.

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Kim S
,
Nov 13, 2008 12:46 pm EST

Sears/Citi does not condone poor or rude treatment of any of its customers regardless of their current standing. If you are recieving this sort of treatment, then ask for a manager. My question to you is...what is it that you want? In reading your comments, it is difficult to tell. Most credit card employees have little or no control on what they can charge customers in interest...it is the policy, and while your treatment was not acceptable, have you considered thinking through things and writing them down before you call? Sometimes this helps in situations where you can become a bit emotional.

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esther ezell
,
Oct 23, 2008 10:47 am EDT

You are so right about Sears. I have watched them take advantage of my 73 year old mother. They always call her wanting more money or their raising her payments so high, she can't possible make them (fixed income) she goes into a panic attack and has had to be taken to the er several times. they are so rude it's hard to believe a company as large as they are alow this kind of verbal abuse. I hope they are the first company to fail when the economy gets worse. They deserve it!

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mike mcknight
,
May 25, 2008 8:19 pm EDT

well i feel for you check this out

please pass along http://mikesretailcomplaints.blogspot.com/2008/05/sears-graco-strollers-customer-service.html its a safety issue

this is my issue

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Jacky Long
,
Dec 08, 2007 5:04 pm EST

Thanks Ms. Coru Fausett, I'm not going to buy anything from now then.

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Jacky Long
,
Dec 08, 2007 5:02 pm EST

Thanks MS. Cory Fausett, I'm not going to buy anything from Sears anymore.

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Jay Bee
,
Feb 24, 2007 3:52 am EST

CitiBank owns Sears credit, not Sears. Maybe you should have paid your bills instead of trashing your credit history.

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12:00 am EST

Sears rebate check scam, customer relations service is very poor!

We had been shopping for a new washer and dryer for quite some time. We decided that we liked the Kenmore High Efficiency washers, but were waiting for a good time to buy. When we went to the store on June 10, we were told about a rebate program happening in the store that day. Consumers would receive a gift card for 10% of the amount of all purchases on June 9 & 10. And there was a 0% financing deal on top of that. So we bought the washer, dryer and pedestals. The salesman printed out our receipt and an additional copy of the receipt which he instructed us to use for the rebate. So I mailed in the rebate using the receipt he gave us prior to the June 30 mailing deadline. Then we received a letter July 19 stating that the sales check on our receipt was scanned and found to be invalid for the rebate. So I called the rebate center (spoke to Nicole) and was told the receipt was not a valid receipt and that I should call the store to find out what's wrong. So I called the store and was told to call Customer Relations. I spoke with Kirsten who saw that the receipt the salesman printed out didn't have the sale date on it. I asked if I should resubmit with a copy of our original receipt and was told no. She was going to resubmit it for me and that I should have a gift card within 2-3 weeks.

Weeks went by with no card. So I called again October 26 @ 5:30 pm and spoke with Brittney. She told me that she would send an escalation and gave me the number for gift card services to that I could check the status on the card, but to wait a week or two.

Again weeks went by with no card. So I called the Gift Card Services and spoke with Emanuel. He told me that he could not help me without a gift card number and that I had to call Customer Relations again. So I called Customer Relations again and spoke to Willie and Alex on December 10. They indicated that they would pass the matter on to a manager and I could receive a call back within the week.

The next day, I was home from work sick and asleep when a manager called. I didn't get his name (think it was George) and was told that the problem was that they had my address incorrect and he had since fixed it and I'd get a card in the mail within the next 2 weeks. I asked him to verify the address that it was being sent to and he indicated an address that we hadn't lived at for 2 years. When I told him the address was wrong, he, very huffily, said "Well are you getting your mail forwarded." I told him we hadn't lived there in 2 years so NO, it wasn't being forwarded any longer. He confirmed my new address and said he'd have to fix it again and hung up on me.

The holidays went by and I called again on January 16, 2007. I spoke with Amy D. at Customer Relations and was told that the department that could help me was in Texas and because of the bad weather was not open. She said that someone would call me back in a few days. No call.

So I called back this morning, January 29, 2007 and spoke with Shavonne. She escalated my call to someone named Renee, who was sympathetic to my plight, but I'm not sure she will be very helpful. She is going to resubmit the rebate claim, but now that it's been 7 months, she can't find the program in her system to resubmit it. And she can't find any information that shows I spoke with the people above. I am waiting on her to call me back today. Don't worry. I'm not holding my breath.

Since this whole ordeal started I have made only one purchase from Sears (Lands End snow boots). Should this matter not be resolved before my 1 year no interest promotion is up, I will be cancelling my Sears card and will no longer be shopping at their stores. Which is sad, because I've loved my Kenmore appliances that we filled our last house with (the one where the December gift card is probably sitting). Needless to say that I've already warned everyone I know to not purchase anything from Sears that involves a rebate of any kind. Should this ever be resolved I will update my complaint.

Sears - Polaris Fashion Place Store, Westerville, OH

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12:00 am EST

Sears restocking used and broken product!

I went to Sears about 7 months ago to get a Kenmore vacuum cleaner. Consumer Reports said it was the best. I got it and when I brought it home, a piece that fastens an attachment in was broken, and it was obvious the vacuum was a returned item and not new. I returned it and got another one, and it was broken in another place, and was also a pre-owned item. The vacuum cleaner itself is not very good. The only way I could see Consumer Reports giving it a #1 (over Miele and Oreck, nonetheless!) is if they are on the take from Sears. They give exceptionally high ratings to Sears products. But Consumer Reports is another story... Sears has done even worse...

Ok, that was pretty bad, but this is worse. Yesterday I went there to get a replacement Pur water filter for my Kenmore refrigerator. When I got it home, I noticed the box had been previously opened. The filter was not wrapped in plastic, and it was dripping water out of it. It was a USED water filter. That is completely unhealthy. I called Pur and they told me their water filters are sealed in plastic, and I must have got a used water filter.

Pur is investigating this. I will also file a complaint with the California State Attorney General. This is completely wrong and disgusting. Drinking water from a used water filter is not safe.

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fired for being honest
, US
Nov 18, 2010 8:00 pm EST

sears has very strict policy about putting any returned item back on the shelf I have seen millions of what looks like brand new product in the dumpster however at that pay rate there may be a lack of product care, .

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Sears - poor customer service!

Do not use Sears Home Central for any home repair work. I contracted with them for an air conditioner in June. The unit was installed after the promised time on the contract which is not actually the complaint. They promised to obtain the necessary permits which was never done. My uncle had the same problem with them when he had a furnace installed. It ha...

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Sears Machine quality is is very poor!

We purchased a front load washer and dryer in 1999 from Sears, I've tried on phone to get help with problem machine quality is is very poor. The tub spider (trans) completely oxidized and came apart. I'm a commercial laundry mechanic for 26 yrs. The only way i can purchase part i need is to purchase new tub assembly. No one at Sears would give me any assistance. The machine has a 25yr warranty on motor and transmission. Their phone, customer service and warranties are a joke. Thank you.

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Slav Kasyanov
, US
Feb 18, 2016 1:12 am EST

We purchased Kenmore Frontload Washer 417.[protected] in 2001. In 2016, after 15 years of solid service, I finally had to disassemble the unit as it stopped draining. 3 to 4 month prior to this the washer started to get really loud during final spin cycle, I suspected faulty ball bearing and didn't bother opening it up - it's in the garage, where we don't care if it's loud.

I opened it up and found the following:
1. Inner ball bearing failed and had hard time spinning, explains noise. Replaced both bearings + seal for $23.
2. One of the shocks broke at the top, so effectively only one was operational. Replaced with Electrolux equivalent for $19
3. Drain pump is fine, the pump and attached hoses had about a dozen coins and a key inside, jamming the whole thing. I tested resistance, input voltage and drain operation after cleaning it up - all good.
3. Surprisingly, spider arm is allright, there's some build up and relatively minor signs of corrosion. Not sure how to explain it, given everything I've read so far. The washer is used constantly, it's a single family house, but we have roommates/tenants, which makes it one of the most heavily used appliances in the house. We have water softener, rarely use bleach and buy either HE or organic detergent (again, not sure if this makes any difference). I suspect quality of the seal and ball bearing/seal assembly may have an effect on how long the washer lasts.
5. There are 3 screws sticking out of stainless steel tub rubbing against plastic outer tub assembly. This is a stupid design/spec flaw, take a metal saw and cut those off half length. A few people reported those screws cut into plastic over time and washer starts to leak.

I expect 5-10 more years out of it, after that I may need to replace rusting service panel and the spider arm, which I'm hoping to be able to 3D print by then :-). In general, I prefer to hold on to an older unit, rather than buying a new one, where all controls are on a single logic board with fancy LCD display, which can cost you $300-$500 to replace if if goes bust. Also, need to mention we also 417.xxx gas dryer with the washer. With the exception of two ignition valves, there's absolutely nothing there to break... I clear lint and replace the valves every 3-4 years, if needed. This you have to do in any case to avoid house fires and maintain drying efficiency. Hope this helps.

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JFFio
Easton, US
Apr 05, 2015 10:18 pm EDT

I'm feeling a bit lucky that my Frigidaire Gallery front load washer lasted 14 -15 years, repaired it a couple times. However at $341 dollars for the spider arm and inner drum, there was no way I was going to pay for the part - I did notice in the UK that the spider arm was sold separately - however the US parts person couldn't be certain it would fit and there wasn't a follow-up post. SPEAKING of FOLLOW- UP posts - I was hoping to one here from 16th of Sep, 2009 by tmdelisle ON their efforts to resolve this issue, if anyone has had any success please post.

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Charlie Parent
Eatontown, US
Jul 27, 2011 6:27 pm EDT

Problem #1
First problem I fixed was broken connection at the motor connector at bottom rear of machine. The connector is rigidly attached to plastic tub but the cable is not strain reliefed, so it eventually breaks at the juntion between the wire and the individual contacts. In my case the wire was touching the contact so it starts turning. This motion causes it to open and the drum turns back. I noticed a spark at the wire/contact connection while troubleshooting the machiune and was able to fix connectioin.
Problem #2
The stainless steel tub can be moved a couple of inches up, down and/or sideways. After reading the comments I believe the spider assembly is broken. If I could get a new spider assembly I would repair it, but afgter reading several comments about this design on the web, I doubt I can buy one without it being a part of the tub assy.
Looks like it is time to go back to a new top loading washer. (Not Sears, GE or Frigidaire)
Charlie Parent

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ECassar
toro, CA
Jul 10, 2011 1:25 am EDT

Purchased ours in 2003. Started knocking today, 2011. Took it apart. Corroded spider. Stupid design. Will never buy another Kenmore again.

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Neon0012
, CA
May 02, 2011 12:47 am EDT
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Why is it they have not been forced to fix this problem by an consumer group if it has been going on for so long? Also Mine is now shot after 5 and a half years. We bought it in 2005 and the 5 year extended warranty ran out in October of 2010. Are they afraid to fix it so that the machines will last like a Maytag?

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Chris Miller
Burtionsville, US
Mar 21, 2011 3:55 pm EDT
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In scrapping this washer, the glass from the door is a nice salad bowl and the stainless steel inner tub makes a really cool fire pit!

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Troy010110
, US
Mar 03, 2011 11:36 pm EST

I am just another person with the same problem, the spider assy corrosion. No help from any parts store or from Frigidaire regarding the problem. Just wanted to add that almost all of these units were made by Electrolux so when you look for a replacement washer make sure it is not one that they had anything to do with.

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spartn
Howell, US
Dec 05, 2010 9:08 pm EST
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Same thing happened to me. My kenmore m# 417.xx washer lasted 6 years then spider broke. Sears was no help, never again buying sears. I have front and rear tubs as well as bearings for this model washer if interested. weber.keith@sbcglobal.net

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Chris Miller
Burtionsville, US
Nov 24, 2009 11:01 pm EST
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This is what happen to my Kenmore 417.[protected] front loading washer:

1) After 6 years of working fine, it started knocking and moving around but still worked. Then it got really ear hurting noisy.

2) I opened it up and found the 2 shocks broken, and a 4" x 6" chunk of the rear plastic tub broken out. I replaced the shocks ($27) and epoxied the tub pieces back in place. The inner SS tub moves up and down if you try to move it by hand

3) It runs now, but still noisy and won't do the final spin with a full load. It quiets down when it does do a high speed spin.

This is why it happened:

1) The spider bracket to the SS inner tub corroded and broke (maybe just one arm at a time).

2) The SS inner drum is still being turned by the remains of the spider hub causing it to bash around inside the outer plastic tub. The 2 round shocks broke at the top mounting rings due to the weird out of balance motion of the tub. The inner drum then moved around more and enough to hit an injection molding process high point on the inside back of the tub, busting out that section.

3) The installation of new shocks (of a different design) makes the tub to shake less, so it seems to runs better. It still turns noisily at low speed because the SS inner drum has the weight of the clothes in it as it scraps on the bottom inside of the outer plastic drum. At high speed, the clothes are pressed to all sides, so the SS inner drum is balanced enough to "float" due to centrifugal forces.

Future happenings:
1) If I keep using it, the outer plastic tub will fail due too the friction with the SS inner tub, the rear bearing will fail, or the motor/electronics will fail due the increased load.

2) Proper repairs means a new replacement inner/outer tub assembly, which is too expensive to justify the cost.

3) So, I will shop for a new washer! :)

Summary:
This spider bracket failure can explain most of problems with all the postings, since the SS inner drum is allowed slowly to go out of balance stressing all component of the washer and the corrosion debris also get in the pump and clothes.

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biguggy
, US
Oct 11, 2009 5:44 pm EDT

Some of these front load machines have aluminium (Al) spiders connecting the spin drum to the drive pulley.
Aluminium is corroded by, amongst other things, sodium hypochlorite (NaOCl) otherwise known as ‘bleach’, Sodium carbonate, Sodium percarbonate, (these later two I found listed on the contents of a popular laundry aid), sodium Hydroxide (NaOH) (this one is sometimes used as a stabiliser in ‘bleach’ but I did not find it listed on the two containers of ‘bleach’ I found in our house).

To demonstrate what ‘bleach’ can do to aluminium just find a piece of scrap aluminium, without any coating, or remove the coating and let it sit in air for a couple of days to develop the naturally occurring oxide coating, then put one drop of ‘bleach’, straight from the bottle, onto the aluminium and leave it overnight. The following morning you should have a nice little pile of corrosion products on your aluminium. This is what can happen to aluminium components in your washer, albeit at a much slower rate because the ‘bleach’ is diluted.

To check if any of your laundry products are harmful to aluminium perform an Internet search for the material safety data sheet for the chemical concerned (e.g. Sodium Hydroxide Material Safety data Sheet).

I know these spiders are fitted to some ‘Kenmore’ (manufactured by Frigidaire) machines, some Frigidaire machines sold under their own name, and some GE machines. Very likely there are many others. Additionally any aluminium component in the water area is susceptible to corrosion.

This information has been passed to Sears and Frigidaire.
Sears advise that the information ‘will be passed to the appropriate departments’ but have refused to pass any further information on to us.
Frigidaire have assured us that they use only the best quality materials and that they will pass on the information to their design engineers, the very people who would have specified aluminium in the first place. Hardly re-assuring.

My wife and I have two Sears 'Kenmore' washing machines built by Frigidaire.
I recently had to tear down the old one (8 years old) because of bearing failure. Nothing to fantastic there, those bearings take one heck of a pounding. In addition to the failed bearings and failed 'spider shaft' seal, likely caused by the bearing failure, the brass sleeve on which the lips of the seal run was scored, by the spring in the seal, rendering it unserviceable.
What I also found on dismantling the machine was a build up of a deposit, resembling powdered detergent that had got damp and 'clumped' adhering, quite strongly, to the spider (a shaft [of steel], and aluminium hub with three spokes) which attaches to the stainless steel inner drum and the driving pulley. This ‘deposit’ would not flush away, as powdered detergent, being soluble in water, would have. I took my pressure washer to ours but still did not get it completely clean. Whereupon I discovered that the aluminium portion of the spider was quite heavily corroded towards the centre with almost no corrosion towards the outer third of the spokes.

At first I thought this was galvanic corrosion caused by the steel of the shaft and the aluminium of the hub. There is quite an informative paper on Galvanic Corrosion, use ‘Yahoo’ and search for ‘UN1001 Reactor Chemistry and Corrosion’ and open the link that gives ‘un1001_Galvanic Corrosion’, the authors are Lister and Cook. The ‘deposit’ though had me puzzled until I researched corrosion of aluminium and discovered that it is normally corroded when immersed in an aqueous solution with a pH value below about 4.0 or above about 8.0 (nitric acid is apparently an exception). Common household bleach (sodium hypochlorite NaOCl) is a strong alkali. I placed a drop of bleach, straight from the bottle, on an undamaged section of a spoke from my spider and a drop of vinegar (acid), which my wife favours, on another arm and left them overnight. The following morning there was nothing left of the vinegar and no signs of damage to the spider. Where the bleach had been was a small pile of a whitish powder, which resembled the ‘deposit’ and was also, for the portion immediately adjacent to the spider, quite difficult to remove.

Numerous detergents are alkaline, they have to be or they would not work, also alkaline are numerous other laundry aids. Reference to the ‘contents’ labels on the containers and the Material Safety Data Sheets (MSDS) on the Internet will give more insight. In addition to ‘bleach’ I have found sodium carbonate and sodium percarbonate in laundry products in our house. Sodium hydroxide, which is sometimes used to stabilize ‘bleach’, is also strongly alkaline, and corrosive to aluminium, it was not listed however on the two ‘brands’ of bleach I found in our house.

For some time prior to the bearing failure my wife had been complaining of a ‘moldy mildewey smell’ coming from the washer and leaving an odour on our laundry, particularly the towels. After I rebuilt the washer, new drum and spider, they are not available separately, together with new bearings and seal, it ran a lot quieter, no surprise, but here is the kicker, according to my wife ‘no smell’. Conclusion, the only thing different is no ‘deposit’. Now does the ‘deposit’ itself cause the ‘smell’ or does it collect undesirable compounds that cause the offensive aromas? I don’t know but it is certainly ‘food for thought’ particularly when I found two references on the Internet to people stripping their washers down and getting ride of ‘deposits’ which cured their ‘smell’. The odours, I fear, will return unless the owners alter their laundry habits.

To see what corrosion of aluminium can do perform an Internet search “Why Kenmore Front Loading Washers Fail” and watch the short video. I do not agree with the comment that it is galvanic corrosion between the spider and the stainless steel drum, should this have been the case one would have expected the spider to be corroded adjacent to its connection to the drum. Neither do I believe the deposit the gentleman showed to be caked detergent for the reason stated above (mine would not flush away).

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Sears I am through with sears!

I am so upset and disappointed with Sears. When we moved into our home, i bought all my appliances at Sears - stove, microwave, washer, dryer, and refrigerator. I also purchased the warranties for all the appliances. I make sure that service is done on all the appliances every year as is recommended. On January 9, 2007, my washer flooded and water went right through to the basement (which is all finished as a recreation room) and did damage to the ceiling. I called Sears to come and repair the machine. They scheduled someone to come in that week, who only looked at the machine but could not repair it. They made another appointment for the following week to come in and do the repairs. Up until this point i did not have a problem until i got the call that that appointment had to be cancelled and scheduled for the following week. It was coming to two weeks and my children were running out of clothes. I complained to them that this was an inconvenience and that i was going to have to take the clothes to a "wash and fold" laundromat and that they would have to pay for the laundry. I could not see myself at the laundromat with three children - that would be a nightmare for me. The supervisor came on the phone and told me that they could only pay $20 maximum for laundry and that i would have to do it myself, "wash and fold" was not an option. The machines at the local laundromat cost $4.50 for the large load, you can't do much laundry for $20. Sears does not care for its customers - they are only good to you when they are getting money from you. Has the supervisor tried to do laundry at the laundromat with three children? Does she even know how much it costs to do one load of laundry or does she just want me to wash my clothes and not dry them? I am through with Sears!

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Sears useless warranty and broken promises!

Bought a Sears Chainsaw sping of '06. Also purchased the extended service agreement (maintenance warranty) as the salesman promised me it would "take care of anything that went wrong". After the ice storm in Jan of 07 I had several trees damaged and was clearing them with the chainsaw when it quit, and wouldn't restart. I took the saw to the local sears maintenance center, they shipped it off to the repair facility. I got advisory back to call the repair facility, which I did, they advised it would cost me 115.00 + to fix the chainsaw,(nearly as much as the original cost). It is still covered by the two year extended maintenance agreement until spring '08. The repair facility claimed "abuse" was not covered. How can one abuse a chainsaw? They said the cylinder and piston were "scored". How could that happen if it is working properly and the fuel mixture is proper. It would be hard to mess up a "use one little bottle of 2 cycle oil to one gallon of gasoline" instruction! Sears is supposed to send me all the information in an email for my review and further action. I am afraid they have just lost a very good customer. Their warranties have always been "the best" - apparently no more! Our house is full of Sears appliances, stoves, freezers, compactors, fridges, etc., etc., etc., because of their past outstanding warranty service. I had heard they had gone bad, I guess it was true.

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NAN FRAN
Dayton, US
May 06, 2014 8:48 pm EDT

I PURCHASED A SENTRY WIRELESS HEADPHONES AND TRANSMITTER 4 DAYS AGO. WHEN I OPENED THE BOX A CABLE WAS MISSING AS WELL AS THE MANUAL. I CALLED SEARS AND WAS TOLD THEY HAVE NO MORE SO I COULD BRING IT BACK FOR A REFUND. I SAID I WANT ITEM AND WANT IT FIXED WITH MISSING PART. THEY SAID I COULD HAVE IT REPLACED IF I PAID THE DIFFERENCE BETWEEN THE CLEARIANCE PRICE I PAID AND THE ORIGIONAL PRICE. I TURNED DOWN THE EXTENDED WARRANTY THEY TRIED TO SELL ME. IT COMES WITH A 90 DAY WARRANTY WHICH IS WORTHLESS UNLESS I PAY MORE.

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bfbenson
Emerald Isle, US
Aug 15, 2013 4:37 pm EDT
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Purchased Sear gas range, microwave, refrigerator, washer & dryer in 2012. Also purchase the 3 year extended warranty. what a waste of time and money. Today was the first time I called on my 1.5 year old Kenmore refrigerator that was leaking water inside and it appeared to be from the freezer. Had to put pots inside to catch all the water. When I called I was told that the first appt was September 3, 2013, 3 weeks away. Since I lived in a "rural" area, they only made calls twice a month. I am not in a rural area because I live in Emerald Isle, NC - 20 minutes from Jacksonville or Morehead City. I would have never purchased all my appliances if I knew about this lengthy service time. I was told this was not an emergency. Would never ever buy a Sear product again. I just got my Sears Card which I will cut into pieces and return to Sears. I think customer service has really gone to the dogs!
Brenda Benson bbenson@ec.rr.com Emerald Isle, NC

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Mary Lou Lozier
Fritch, US
Jul 29, 2013 9:39 am EDT
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I purchased a Kenmore Front load washer and dryer on 2/07 with the extra warranty...have continued to purchase the Protection Agreement since.. The washer has of been "broken" on at least 6 times since the purchase. This last time was on July 15, 2013. I then called the number on the PA for service...they said a repairman would contact with in 24 hours...NOT...so I contacted them daily noting the name and time of each contact...on my phone call on July 26th did "Jenny" take 45 minutes to get it scheduled. The repairman called me the morning of July 27th a SATURDAY! and is coming Tuesday...when I asked when the work order was dated he said on the 26th...that is 10 days after my first phone call! This is not rocket science...its customer care!

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dyne
Monrovia, US
Jul 17, 2013 1:32 pm EDT

From my experience, only people who get the unfortunate "bad apples" tend to go on sites like this and complain. For every one complaint here, there is probably 100 service calls that were performed without error, resulting in a very happy customer. Those customers don't think to go onto sites like this and "complain" about how good their service was. They, most likely, are happy that they got what they thought they were paying for, and just go about their lives. So before you go saying the absolute "never buy this", think that you might be cheating some people out of something useful to them by advising them to make a choice based off of your relatively small experience. Most of the claims of "don't do this" or "don't do that" are full of logical fallacies that I just can't find convincing.

For no shows, maybe technicians just straight up quit. Perhaps they get sick. Perhaps they get injured. From what I can see, Sears doesn't have the best method of notifying people when technicians won't be making their appointments, and sometimes it's actually the technician's fault. For example, lets say the technician took an extra 1.5 hours on 3 repairs in one day to go above and beyond for a customer to get their item repaired, but had a completely booked day at the beginning. That means that technician just spent 4.5 hours that he didn't have for the day. That technician is clearly not going to be able to make all of his appointments that day, and some will need to be rescheduled. Who knows what the reason is, but it is not logically sound to take something a technician does and then blame it on the company who hired him/her (instead of blaming him or her). Perhaps there's a good reason for your delay. No matter what you paid for your warranty, you are in line with hundreds of other folks looking to take advantage of it. They deserve excellent service just like you do, and sometimes that means some people get delays. This problem falls under the "you just can't please everyone" philosophy.

As for coverage, there are two types of agreement: Repair protection (sold on tools and water heaters as of 2013) and Master protection (sold on appliances, electronics, and mostly everything else). Repair agreements have a replacement limit of $1, 500, and that is right in the terms. Master agreements replace with a unit that is comparable, and never offer something that is "less" featured than you had before. This means your dollar amount can change. If you spent $5, 000 on a plasma television, obviously you won't need $5, 000 to replace that now as a better set only costs $1, 000. If you spent $1, 600 on a fridge and bought it during a heavy sale (usually getting you around 30%-50% in discounts), this is a different story. Appliances do not change in technology as dramatically as electronics do, and as such their costs remain relatively the same from year to year. Thus, a $3, 200 refrigerator (which you paid $1, 600 for due to the sale) might actually result in you getting somewhere between $2, 000 and $3, 000 for a replacement credit (if it needs replacing). This means that on Appliances (and on almost all non-electronic category products), you will be getting a guaranteed upgrade, both in dollars and in features. If you had a $3, 000 credit during the sale in which you bought the other fridge for $1, 600, you could buy the top-of-the-line fridge with your credit when you might have only bought a medium level product before. Definitely an upgrade. (The post by "Wayne" on Jan 6th, 2012 is a perfect example of this).

As for those mentioning deductibles...I have NEVER been charged a deductible. Not for a diagnostic. Not for a repair. Not for a drop off. Never. I've even called technicians out for things I thought were problems which turned out to be a "I pushed the wrong button and locked out my fridge controls" issue, or my kid "pushed some buttons and put my fridge in Demo Mode" issue, and I've still been handed my receipt showing the charges I would NOT have to pay for. Sure enough, the Master agreement covers Tech Support, which Customer Instructs fall into I guess. Perhaps some people get charged, and some people don't. From reading these posts, it looks like almost none of you have been charged for service calls that didn't end up provoking an actual repair (looking at the post about the popping fridge). Other plans and service agreements would charge you EVERY time you had a tech out there for the FULL service cost if they deemed it did not need repair. Sears didn't charge you. So it might stink that they didn't do anything to fix the problem, but at least you didn't have to pay for it. Think about how horrible it would be if you paid for the plan and then had to pay for those calls, too? That's what Warranties, Inc does (Best Buy's "Performance Plan").

For those of you folks who absolutely hate your Sears service plans, CANCEL THEM! You have the power to do so. And as stated in the terms and conditions, you have LEGAL RIGHTS to that service. If a TECHNICIAN did not give you what you have legal rights to have, then go up the ladder and complain. I doubt Sears trains their technicians to skimp you on service. It's safe to assume that, for a company that has been around so long, the small people who live within it probably train their even smaller workers to do an honest days work. It's the workers who choose to be lazy from time to time. Especially when not being watched (like technicians...). My advice for those situations of bad technicians is to go straight into a store, ask for a manager, and tell them your story. They will probably try and schedule you another appointment, but I assure you, if that one falls through (which I doubt it will), the store associates will get more and more involved with taking care of you. They don't stop til the problem is solved (contrary to the belief that they want you to just "drop" your appliance and not pursue service). This has been my experience. I've seen them give free air conditioners away simply because service wasn't doing what they were supposed to do in terms of their old one (granted this took a store manager, I think, but it still happened).

As far as cancelling goes, they give you 100% full refund period, after which is pro-rated. Your 100% refund period is the old term of your manufacturer's warranty. AKA: If you had a 1 year manufacturer's warranty, you have a 1 year FULL REFUND cancellation period where they will keep NOTHING. After that period, yes, it is pro-rated. But only on TIME, NOT on service. if you've had 8 repairs on your appliance and on the 9th repair they've finally fixed it, and they didn't give you a replacement like you were supposed to get, take action! If you're that upset about it, refund the rest of your term. Take your $1, 000's of dollars in repair expenses, call it a good investment, and refund the rest.

From my experience, when you deal with a company as big as Sears Repair Services (it's one of the biggest repair organizations in the nation), mistakes happen. Mistakes happen with every organization, in fact, but they are inflated when you look at bigger organizations because they handle more traffic. Some parts get back-ordered (from the manufacturer) due to sudden and unexpected need. Some parts aren't ordered in advance due to employee oversight. And yes, some judgements on abuse or non-abuse are misjudged (or valid, just rare).

I can tell you 100's of problems with service (and service contracts) through all the different retailers out there if I wanted to do the research, but I won't go there. I am going to tell you why I continue to shop at Sears and buy Sears products. Sears has something that I've yet to find at most retailers out there (if any).

This something is People. People I can go see on any day that will help me with a problem. Some people don't want to (commission based employee structure), but if they don't, their managers will. If my problem is that outrageous and causes me a headache or seems unfair, they will help. They will make the calls, send the emails, and even make on-the-spot adjustments or corrections if it seems fair enough. The bottom line is they will take care of me (and have before). I've shopped at many Sears STORES, and this trait is one that I often find. No matter the store, no matter the location, there is always at least one manager in that store that will sit down and take the time to get me a resolution. Whether it's a repair no-show, a late delivery, a rude delivery-man, a rude repair-man, a bunch of failed repairs, or even just a huge delay in service, they will hear me out and take care of me if they can.

Other retailers don't (usually) do this. I could stand at their "customer service" desk for hours, and I'll go through every associate in the store. The only thing I've ever accomplished is getting to hear 500 reasons why I need to call the number on the piece of paper they are pointing at, and how they can't help me. I did have one product that was exchanged, even though it was 2 days past the return policy. But when I tried to have a sound system repaired that shorted out, I was required to drive 50 miles to some repair shop that was "in the network" to drop it off. Little did I know that this place was going to charge me for all of the service, including diagnostics, take 8 weeks to complete this service, and then tell me to contact the warranty company for reimbursement. I've never had THIS type of negative experience through Sears--only other warranty companies. If one must pick the lesser of two evils, I pick Sears. The people I talk to would never send me on such a wild run-around to get something so simple repaired. I suspect the most complicated thing I would ever have to do is bring the system with me to the store and drop it off for repair or replacement (if it wasn't home service-applicable).

They own their own service, so they have some power in this matter. Other retailers don't. Other retailers contract the service out, which means the retailer themselves has very little power what-so-ever in making things happen. The contracted service company is out for profit, the same for any company, and there is no human I could walk up to talk to that might shift them out of "profit mode" a little bit and into "customer service" mode. Whether my receipt is faded or the technician simply broke my product further, all I'll ever get is an automated phone call system and some person, in India, who gives me long-recited responses to any concern I might have (vs the personalized response that says "I care").

Now granted I'm sure that, just from knowing the system a little bit, there will come a day when the people I see can't refute what the people above them have stated, which might just be that I'm out of luck. But for all the times that this has not happened, I'll say I've still been treated pretty good.

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Qavarvik
Anchorage, US
Jul 06, 2013 9:28 pm EDT
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We were scheduled for repair for our dryer through an extended warranty. It had been a little over a week, and that seemed reasonable. The Sears repairman did not show up on the day of service, even if we called that day and were told he would be here. I called to find out why we had a no-show, and was told that "the labor laws in your state will not allow our service technicians to work more than 10 hours of overtime." They then proceeded to say they would call to schedule a service, at least two weeks later. I have yet to receive a phone call. What a worthless product. Now, I'm wondering if we'll see a repairman in a couple of weeks, or if we'll get another no-show on that day too!

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Wayne
Honolulu, US
Jan 06, 2012 2:23 am EST

We have all of our T.V.s and Appliances insured with Sears and have yet to have a problem with them. Over the years we have received a new refrigerator (because parts were no longer available for the old one) and recently a new stove because the seal on the oven door couldn't be replaced. The fridge was a side by side with ice and water in the door to replace an older top and bottom model. The stove was actually a $2, 000.00 credit which we used towards a dual oven convection model with 4 burners and a heating element.

All in all we're very pleased with their service. At least 3 of our T.V.'s have been repaired in the last 2 years alone.

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edddieluam
windsor, US
Nov 01, 2011 5:13 pm EDT

I have problems too don't shop at sear no more I had a problem with an oven under warranty instead of fixing it they refunded my warranty!

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AllFEDUP
El Dorado, US
Aug 23, 2011 1:21 pm EDT

$1300.00 Kenmore Elite gas grill bought in 2007. I called about the main burners (tubes) splitting out and there is one huge flame, not individual flames at what use to be individual flames ( out each little hole on burner tube) I explained they were lifetime warrantied since they were made of Stainless Steel. They told me I had to pay Sear Service over $100.00 to come out and verify they were bad before they would replace them. I explained that the cost of the replacement parts were around $22.00 each and there were 5 of them. I said the warranty didn't make since that it was obvious the tubes were defective and it was crazy that I had to pay $100.00 for inspection when the parts would only cost me $110.00. SEARS IS A RIP OFF! I have a house full of SEARS PRODUCTS and I will never BUY FROM SEARS again! A friend bought a Ducane grill, paid about $500.00 for it. Since he has owned it, anytime there has been a problem, he calls the manufacturer and they have taken care of him. They have been polite and curtious, unlike the evil people that represent SEARS. Since when did you have to pay a company to recieve warranty on a product they sell?

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kitten5150
Elkhorn, US
Aug 02, 2011 2:45 am EDT

I am currnetly 67 minutes into my phone call with Sears about our "free of charge" warranty that is going to cost us $129 to start. This is the 4th transfer I have been put on hold for...I will NEVER, EVER AGAIN, purchase something from Sears. This has been the most frustrating, difficult customer service experience I have EVER dealt with. I have gotten put off, transferred, told 3 different warranty expiration dates by all three people. I'm sorry I didn't realize that "free of charge" actually meant, costs me money! Apparently my college degree is totally worthless, I guess I can't even read!

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Syracusan
Syracuse, US
Jul 19, 2011 8:54 pm EDT

Albeit belatedly, like the others who have written before, I too have discovered the "Master Protection Agreement" is not worth the paper it's written on, nor the $159 you pay for it. After being given the run around for the past two weeks regarding a covered repair, I am now being told it will cost me $277. The attitude of the representatives clearly show this is systemic--hardly isolated or an aberration. The reasons they offer change with each representative I've spoken to. Here's my advice, BEFORE you purchase an extended warranty, just to see for yourself, contact the Sears reps at 1-800-4-MY-HOME, tell them you wish to avail yourselve of the MPA, then see what happens. For my part, I have no intentions of letting this go. Sears should be held accountable. I'll see them in Small Claims Court, if for noe other purpose than to establish a record. In addition, I intend to file a complaint with the State Attorney General's Office, so they can track such complaints, as well as the Better Business Bureau. Yes, this is all worth the $159 I paid, and the feeling of being railroaded.

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12:00 am EST

Sears dryer stops when start button is released

Sears Kenmore Elite Dryer Won't Run If Start Button Released. I too have seen this. as it has happened to me,sept 20th 2006. went through the appliance clinic (very helpful)through there guidance it was narrowed down to the switch or the heat control board. decided that with my luck it would be the $141.61 part(Tx+sh), as i was taking the back of the console off (I now know u can take just the side clips n screws out and flip the console up with out moving it away from the wall to work) I found service techs factory crib notes on repair and diagnosis, confirmed bad board, ordered and replaced, "i am a do it yourself god" wifes happy, life is good clothes are dry...the end...Well as u can tell by the posting date, they are not! Come on Guess whats happened...yep been just bout 75 days, called parts direct (Smears)site said 90 days warranty on parts and then in ( ) 30 days on home electronics, what kinda satisfaction guaranteed is that, so ok now i call the warranty dept, transfered to parts, trans back to warranty and the kid "chuck" will send out a tech next Wednesday (8 days)to replace the "DEFECTIVE" part, under warranty i ask...pause... NO...there is a (60 DAY) warranty on that part and its been 75+ ...Duhhh, Thanks but no, dont bother sending the tech, I is one. and i just figured out how bad (SMEARS)has gotten, guess i"ll have to go back to shopping/ordering my tools from Harbor Freight,...I'm a tool repair tech by trade, but this is ridiculous...found the board on e-bay cheaper than, most local supply houses in PHX, so hey (SMEARS) from all of us DIY's please take grasp of ear lobes n tug till u hear ur head pop out of ur...

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Connie Irby
Cincinnati , US
Jun 17, 2009 9:14 pm EDT

I HAVE A KENMORE ELITE DRYER..MODEL# [protected]...WHICH WILL NOT RUN...YOU CAN HOLD IN THE START BUTTON AND IT WILL RUN UNTIL YOU RELEASE THE BUTTON...I HAD A SERVICE PERSON LOOK AT IT AND SAID IT WAS THE CURCUIT BOARD AND TO REPLACE IT WOULD COST $250.00...I ALSO HAVE REVIEWED MANY PEOPLE HAVE HAD THE SAME ISSUE WITH THE KENMORE ELITE DRYER...I HAVE PURCHASED MANY ITEMS WITH SEARS AND THIS WILL BE MY LAST PURCHASE...WITH SO MANY PEOPLE HAVING AN ISSUE WITH THIS I WOULD THINK SEARS WOULD RECALL THIS OR AT LEAST GIVE SOME KIND OF DISCOUNT ON THE REPAIR SINCE THIS IS TURNING INTO SUCH A COMMON PROBLEM. I WOULD LIKE A RESPONSE TO THIS ISSUE.

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Almeras
,
May 03, 2007 5:21 pm EDT

When you ordered the part, did you inquire as to what the warranty would be?

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Sears sears says they warranty for life - when you have problems they ignore you!

I purchased 33 replacement windows in March 2004 for my 30 year old house. At the time my salesman Scott Doyle, assured me that 'Sears stands behind their products,' and that the reason I paid $18,808 for these windows was because they came with a 20 year 'anything' warranty. Parts, labor, installation, anything, and a lifetime parts warranty.

Since the windows have been installed, I have had Sears out here 3 times to fix seemingly minor problems- each time coming through as promised.

Fast forward to the K-Mart merger. Since that time, Sears has been impossible to deal with. I have 4 windows in my house that are leaking, have rain coming in from all sides, won't close or are simply broken.

Here are the facts as of today.
11/4/2006 Called and scheduled appointment.

11/28/2006 Two 18 year old kids came out, measured and took pictures. They were supposed to send a report to Sears.

12/11/2006 Called for status. Surprise! Sears no longer honors its warranty. Now I am responsible for all labor charges, and I MUST use their people. Rescheduled appointment for 1/10/2007.

1/10/2007 - Home all day- no show no call.

1/16/2007 Called for status. Got a deafening, uhhhh on the other line.

1/17/2007 Called and left message for Francena Williams at [protected]. She is supposed to be the manager of warranty relations for Sears.

1/18/2007 Left another message.

1/19/2007 Got phone call from Sears asking if they came out on the 10th, or 18th- not sure when they were supposed to be here. I told them no. Now they can't get back out here until early February.

I am disgusted by the fact that my house is getting destroyed every time it rains, I have a whistle in my living room every time it's windy- and I am heating the outside world because all four of these windows are leaking like a siv.

I don't think I will EVER by ANYTHING from Sears again. This is disgusting that for the amount of money, now that K-Mart bought Sears they won't honor any aspect of this.

I have no choice. I am going to sue, notify the district attorney and consumer board. We'll see what happens.

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cindy madison
enfield, US
Jan 24, 2011 12:22 pm EST

You are all right. Sears stinks. I think I will follow the lead and sue in small
claims court.

Cindy Madison
Mine were installed a few years ago and not only do they leak at the bottom when
they were installed but sometimes in extremely cold weather ice forms on the
bottom.

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Nancy Paczkowski
Wausau, US
May 02, 2010 12:05 am EDT

Sears installed 13 windows in my house 3 don't lock and 10 windows they installed windows 3 inches smaller than opening then put boards around. They look horrid and very unprofessional.

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Sears nothing but problems. stay away!

We purchased the washing machine/dryer set in Dec. 2000 and have had nothing but problems with the washer. The pump was replaced twice during the first two years of owning it and then it broke a THIRD time and I threw a fit and demanded they replace my machine which they did. Now the circuit board is malfunctioning and of course my extended warranty has run out so I am w/o a washing machine right now. Found out that they have a class action lawsuit against them due to all of the problems from the Calypso washers and I am filling out my eleven pages of lawsuit forms right now. Of course they don't make filling out the forms and getting in easy either. Thank goodness I was a pack rat this time and saved all of my repair bills and purchasing receipts.

I normally love the most up date appliances and such but next time around, I'm just gonna purchase a basic washing machine next time w/o all the electronics. Not to mention one of the problems of this machine is that it leaves big black stains on all our light colored clothing and I couldn't tell you the amount of clothing it has ruined and I have had to throw away as a result of this. It has also left a mildew smell to the clothes that you CANNOT get out no matter what you do. You can use a gallon of Downy and wash them a hundred times and it won't come out. They are ruined.

The Sears repair guy came today and the estimate to fix it was $482! The circuit board is bad, along with the U-joint. The mildew smell that I had mentioned is being caused by a bad U-joint he said. Because the seal on it is broken, water gets down in where it shouldn't be and it can't drain and causes it to do that to the clothes as well as causes the black grease marks that we were getting. I wish I could make Sears also reimburse us for all of the clothes this washer has ruined in the last two years. Needless to say that we will be getting a NEW washing machine rather than pay to repair this one. I'm going to get just a good basic machine and not go with a bunch of electronics and fancy stuff.

Makes me sick to think of how much money we paid for it initially $999 and then the money that was put out for the multiple repairs over the years and now it's as good as a paper weight. And that Sears won't do anything legally because of the impending law suit. I haven placed my story and complaint on about ten web sites that I have found since I started my search on the net along with filing a complaint with the Better Business Bureau. I think all of us Calypso owners should schedule a day and go stand in front of Sears and picket the store and demand they do what they know is morally right for all Calypso owners.

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Epiphany
North Hollywood, US
Feb 01, 2010 1:19 am EST

I am years behind the curve on this one, but I too bought a Calypso washer and dryer in October of 2002. I paid over $2000 cash for both and thought this was going to be the coolest thing since sliced bread. Instead it's been Lemonville since the beginning. Everything mentioned in this thread is something I've experienced. The machine has twisted up and shredded clothing, has made holes in other items. It leaves things smelling of mildew, especially towels. It sometimes makes the clothes dirtier AFTER having washed them! It's especially noticeable when I wash things like white sheets and they come out with holes and streaks of dirt. And yes, what in the world is with the grease stains? I too went through several pumps and I blamed myself for what was going on thinking I wasn't stain treating well enough or perhaps something really dirty had somehow snuck into the washer when I wasn't looking (like a garbage can full of mechanics rags?). I wish I had done more research earlier and had participated in the class action lawsuit. Did anyone ever get any satisfaction from Sears? Does anyone know who to contact? I'd be happy with the $500 voucher, but fear since I haven't taken action sooner my window of opportunity may have long since past. Please e-mail me if you have any encouraging news. Thanks! Christine

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Deborah Collins
Aptos, US
Aug 20, 2009 4:25 pm EDT

Abolutely agree, this washer is a LEMON! Doesn't clean clths, smells bad, breaks down! I have the warranty and they are giving me a 500.00 voucher to put towards a new one! Bought it in 2003, nothing but trouble! Why won't they replace it? I paid $1, 000 for it! I bought brown wash cloths so you couldn't see the brown spots that were left! I'll take the $500.00 if that's all they will do! I know they aren't going to replace it. The girl said that if I was part of the recall group, they would send a tech guy out to replace all THE PARTS of the machine that were deemed faulty. I said, "Take it out of here, I don't want it!"

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K. Hurd
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Nov 22, 2008 8:41 pm EST

I agree with everything that has been said about Sears and the Calypso Washer and Dryer. I purchased my washer and Dryer in 2003 for around ($2, 500.00) Since that time I've had the Repair man at my home twice for both the washer and dryer. I tried to find an outside source to do the repairs and have only been able to find a company to repair the dryer (Best Appliance Center) In Rialto, Calif. [protected]. "Sears" should be ashamed of themselves. I remember when "QUALITY" and "SEARS" were synonymous, (Sears, the first place you always thought of when purchasing an appliance). The Repairman from Sears just left my home [protected]) and (yes, my extended warranty has expired) he says my washer can be repaired for $718.36. The Circuit Board is shot, along with the U-joint and Pump. The parts have to be ordered and it will take about ten (10) days before the washer is up and running, I only get a 90 day warranty on the parts. Should I have problems after the 90 days, (well, you know the rest) The Repairman offered some advice in my search for a new washer. Stay away from Oasis, GE and Maytag. He says Kenmore is a safe bet. Yea right! He also mentioned a lawsuit against Sears because of the Calypso Washer and Dryer. Oh well live and learn. "Sears" has made enough money over the years to now be able to come to the rescue of every comsumer having problems in this area. It is "not" the consumers fault that Sears sold us defective equipment and now fails to stand behind their product. For selfish reasons should Sears decide not to do the right thing, then !SEARS YOU SUCK! Is it to late to take part in the Lawsuit?

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Sandra Wells-Irvin
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Nov 19, 2008 12:59 pm EST

Wow! I have had sears come out to fix my washer many times. I told them that water was coming from the bottom of the washer. The repairer told me that he found bra underwire in the machine and that I was using the wrong detergent (I use Tide he, I thought that is what i was to use) he put it back together and told me he fixed it. Now it does not work and when i called a repair guy (not sears this time, because my ext. warranty was over) and he found rust so bad that he could not put a new motor in the machine. It has been since Oct l, 2008 and it is now Nov 19, 2008, and the repair guy can't find parts to this machine. Guess who will have to buy a new washer. Now I'm worried about the dryer going out. I don't have that kind of money. Reality check-sears don't care!

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bill
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Nov 09, 2008 9:35 pm EST

does any one know if i am to late for the class action suit regaurding the calypso bought in 2001 help ...

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Dawn
,
Oct 24, 2008 8:52 am EDT

I can't believe this. My washing machine goes into Cl whenever it starts the spin cycle. My clothes always smells like mildew and many brand new clothes have been ruined by "grease marks" all over them. I thought that it was my overloading or not getting the clothes out fast enough but after reading these several comments, I have found that this maching stinks. And that 1 comment was right. You pay so much for this thinking it is going to be the best thing in the world but nothing but problems. We have had the machine for about 5 or 6 years and the repair guy was out several times in the beginning. We had bought a display model because it saved us a couple hundred dollars so we bought the extended warranty. Of course, as luck would have it, it expired. Now we have to buy another washing maching. And heaven forbid that we don't buy a set. The dryer has to match the washer. Does anyone know of which brand is a good one?

Signed,
Finding a new set

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Bridget L. Loebs
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Feb 07, 2008 12:42 pm EST

I purchased a Caypso washer/dryer in 2003. In Nov/06 I started to have trouble with the signal LD & SL. The repair lady acts as if I am making this machine malfunction. She has been at my house about 7 times to retrieve what ever has made it's way under the wash plate. I can not wash scatter rugs, underwire bras, or anything bulky. I have waited 3 weeks now for Sears to get to my house to repair the stupid thing this time. Sears should buy all of these machines back from these consumers and let them get machines that are worth something. I am tired of having to go to the laundry mat! I paid them good money for these machines and they should make good on it! And yes I have noticed my laundry smells like mildew as well, thought it was my imagination. Perhaps I will go to Lowes to purchase my home appliances from now on.

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Char Krowczyk
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Jan 29, 2008 11:56 am EST

I purchased my Calypso in 2003. This machine is constantly breaking.. Don't know how many repairs before 2007, Last year in October, November and twice in December had to call repair. Dec 28th my clothes went under the wash plate.

The part finally arrived 1/26 and they repaired it 1/29. They never cleaned it out so I had to run a wash with no clothes. Then I washed a white quilt and it came out with black marks on it. So now I am doing another cycle with no clothes.

I can 't believe the repair men would not run the cycle and clean the machine. Made another repair call and they will be out 1/31.

Had 4 pumps and motor put in. Sears is trying to say I only had 1, I threw away 2 pumps that the repairman left. They told me I can't wash throw rugs or anything with lint. Have you ever bought new towels? When you put them in the dryer...lint on the lint filter. What good is the wash machine, if I can't wash normal laundry?

Sears web site says 3 repairs in one year and they will replace machine, but talk to someone at the store or on the phone they tell you 4 repairs.. I even had one person tell
me it had to be 4 of the same part in one year. What is there scam.

Thankfully I purchased a maintenance contract which is due for renewal in March.

I did not know there was a class action suit. I am working with the Better Business Bureau.

Does anyone know i f there are any other class actions suits that I could be included in?

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Ron Wharton
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Nov 27, 2007 7:41 pm EST

I have had the Calypso for 3 years. Replace the U-Joint (once), the motor (twice), the wash plate 3 times. So far since the last motor was replaced, it is working perfect for 8 months now!

You do need to take care when using the machine to not use to much detergent, which is good cause I save money that way and everything is still very clean. Have the warranty until 10/08 then will see what to do. May spend another $260 on another 3 year warranty since a new machine will cost me more.

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Bill Bond
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Nov 16, 2007 8:20 pm EST

One-Thousand dollars for a POS. Only 4 years old, started smelling like mildew and tonight it quit completely. Doesn't drain water, doesn't wash, and I suspect it is the motor controller. Will not buy another Sears appliance and neither will our kids.

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Sears - keep getting calls all week!

I keep getting calls all week from the same number [protected]. They don't say which company they are from, but give the option of removing yourself from their list by calling [protected]. By doing a search of that number I found out people all over are getting these harassing calls. Even after you follow the instructions to remove yourself from their list, they still keep calling me everyday. Beware!

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Sears don't purchase your appliances or any warranties at sears!

We purchased the Kenmore Elite HE3 washer with the extended warranty about 2 years ago at Sears. We use the sanitary cycle on many occassions when washing our dogs beds when this last time on 12/25 the water did not drain properly and water was all over our landry room floor.

I said to myself thank goodness for the warranty that we purchased through Sears! I had called into their service dept. to schedule an appt. for a technician to come out and look at the washer, well they could not schedule me any sooner than Jan. 2nd! I said okay if that is the best you can do then we'll take that appt. on 12/28 (today) I called to see if Sears had any cancellations and the rep said that he did for today between 1-5, I left work and waited and waited until 3, no phone call from sears and no technician! I then called cust service but the woman (no named mentioned) would not transfer my call to a supervisor and insisted that there was nothing that they could do and that "they" had called me to inform. I informed her that I have caller id and a phone log and that no one had called me to inform me that they couldn't make it out today. Then she tells me that the next available date would be Jan 4th! I told her that was unacceptable but she insisted that there was nothing she could do. She just wanted me off the phone! I then called back and asked to speak to a supervisor and informed the rep. what had just happened and that is when i spoke to a supervisor and he again insisted that there was nothing that they could do? He said he could have cust. serv. contact me but no one has called yet. They're just trying to get me off the phone, they don't really care. I am in the service industry and would never treat a customer so poorly! This was my 1st appliance at sears and it will be my last! They customer service that I have just received is the absolute worst! Don't purchase your appliances or any warranties at sears! You won't get anywhere with their customer service. They just keep telling you that theirs nothing they can do! BS!

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Sears ineptitude of sears customer service

I bought a Kenmore Dryer 14 months ago from Sears. It stopped working last week, the drum turns but no heat. I read the manual for all the trouble shooting even went on several online sites to get information, still not working.
So even though I really feel that a dryer should not quit after 14 months, when I called Sears, I knew it was 3 months past warranty, so decided to make an appointment for Service.

I make the appointment for Thursday, December 28th and they encourage me to get their Service Agreement. I was not sure, so he told me if I decide to get the service agreement, just call before the end of the day on Tuesday, December 26th. I decided I should so I call to add it, before I give all the information to the person on the phone we get disconnected, call back get someone else, they charge the $180.00 on my debit card, then he says but your appointment was cancelled on Thursday, I said to him, I never cancelled the appointment, well it turns out the guy who I was disconnected from cancelled my appointment. Then I am told the best they can do is give me a different appointment for Wednesday, January 3rd, which I found ludacris, considering I did not cancel the appointment, did not give permission to cancel the appointment, plus made arrangements for someone to be at my house. Talked to the manager of that department, she instructed me that when you add a service agreement to an appointment, they have to cancel and re-book the appointment which is all well and good if they tell you BUT NO ONE EVER ONCE TOLD ME THAT, because I would have just forgot all about the service agreement, especially since my dryer cost $450.00 and then the extra service was $180.00, on a dryer that is only 14 months old. The manager of the department calls Sears Routing Department, to no avail.

Then after she can't help me, even after admitting that they were wrong to cancel my appointment,I call the customer care phone number, again talk to highest level they allow you to talk to again to no avail. All of the above took 2 hours out of my work day, by the time they keep switching you around.

Wednesday, I have another number to call spend another hour and a half having to repeat the story, repeat my address and phone number at least 15 times. Finally I get to the Customer Retention Department, speak to Julia, they do not give last names out. On Wednesday, December 27th, at 5:00pm. she listens to the whole story, puts me on hold, comes back on the phone and tells me I am back on the service schedule for Thursday. I was pretty shocked, and several times I said to her, "so you are assuring me 110% that a technician is coming to my house?" I told her I wanted this guarantee because my mother would be driving one hour to my house and one hour back and I did not want her doing that if Sears was not coming, she said she was absolutely certain that no matter what they would not cancel my appointment.
Thursday, December 28th, 2006:
2:30 pm. call Julia to make sure she still shows technician scheduled to come to my house. The first person I talk to tells me there is a problem and Julia is on the phone with the Routing Department and she will call me as soon as she is off the phone. Do not hear back from Julia, call again at 3 to be told she is at lunch till 4. Call again at 4, finally get her back on the phone, she said she did everything she possibly could have done, but somehow the routing department did not assign the ticket, it got lost in the shuffle until she called them, and the best thing they could do was send someone on Friday, December 29th. When you ask to speak to a manager, you are told they will call you back in 24 hours or that their managers do not speak to customers. I told her how disappointed I was in the service and why in the world would I have someone again wait at my house and then have to spend another hour on the phone when they don't show up again. I told her I want the Service Agreement credited to my debit account, this takes 72 hours for them to credit, so since Tuesday, December 26th, they have had $180.00 of my money and have offered me absolutely no service. Now I have made an appointment with a local appliance repair shop, called late this afternoon, and they are scheduled to come out tomorrow. I am not asking Sears for anything at all, I just wanted to vent and voice my opinion to everyone and anyone that Sears has absolutely not one ounce of customer service, even when they assure you something will happen, it does not and they do not care. I work at a large financial firm, and if I gave the kind of customer service Sears keeps giving, I would be out of a job within 5 minutes.

Also, please do not waste my time or anyone else's posting to this if you are a Sears employee or Technician. I do not care how many people do not work for the company anymore, I do not care how many other people you have scheduled for that day. I care about service, if I take over 5 hours out of my busy work week, spent on the phone dealing with the ineptitude of Sears Customer Service, and then take time off of work to wait for appointments that never come, I do not have sympathy for the way your time is spent since Sears does not care about my time or from reading all of these complaints any of my fellow complainers as well.

Not that it matters to Sears, but there I go another customer walking out the door, never to buy from Sears again, and word of mouth, especially in the age of the internet goes a long way.

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PissedOffSearsCustomer
, US
Jun 14, 2011 8:53 pm EDT

I am in the same situation and will filing a complaint to Better Business Bureau and Consumer Affairs. Thanks for sharing, thought I was the only one suffering

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Sears rip off guaranteed

We bought 7 appliances through Sears for 2 houses. The 1st washer broke so many times Sears spent over $4,000 fixing it. The repairman would laugh every time he came by.

Finally, after I renewed all the appliances with a 5 year warranty then Sears finally called and tried to get us to waive the washer off the warranty! LOL!

The 2nd range, a fridgeidaire gallery gas model has never worked properly in almost 5 years. I just found out from rapid resolution at Sears that the only way they replace an appliance is if you have 4 repairs WITH parts during the same calendar year. Because they have been "adjusting the stove" all these years therefore the repair visits never counted towards the lemon clause in our service agreement. FYI, the burner will be working fine then the flame just shuts off and the gas spews out while you not looking. A slight fire hazard.

So we are going to try and follow the repair guidelines and either get the stove fixed or get it replaced. After 5 years of failed repairs we are not too hopeful.

Lastly, calling Sears for repairs is downright scary. One day I was literally on the phone for 6 hours trying to order a part for the repair tech on the stove. The repair tech was not allowed to order the part. i had to do it. i had one guy about 4 hours into it that I was pretty irate with. he assured me that my complaints with Sears were unfounded and he could get the part ordered. After he was on the phone for an hour with me as he was calling other Sears depts., he ended up cussing out another Sears employee. I just had to say, "I told you so." He finally gave up and I had to start all over with another customer service rep. I got one who knew how to work the system after about 15 different tries...

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Arlene
,
Sep 05, 2007 12:00 am EDT

To whom it may concern:

My wife & I bought a Whirlpool ET25DMXDW01 model in 1998. We have always bought Sears appliances.

We had the the usual maintenance service over the years and we have paid for Sears extended service ( on and off) for several years.

We also have other Sears appliances (washer & dryer etc.).

We have been very happy with the Whirlpool refrigerator and we still use it and is in very good condition.

Almost 10 months ago, the handle for the bottom right drawer (crisper pan) broke and we requested Sears to replace it inorder for us to use the set drawer for fruits and vegetables as we are not able to make usage of that drawer.

Today, I have accumulated several pages of transactions with Sears Home Central to no avail.

We have had the longest run around one could possibly imagine.

We have had several technicians come out to write out the same order several times.

We have dealt with many service reps at Sears Home Center and they have always told us that the problem would and should be fixed and if the replacement would not be available the policy requires them to replace it with a new refrigerator. After many months, my wife handed this file over to me.

Once again, I began my request from the bottom and all the way to the executive line (as they told me).

Finally, they had acknowledged that the replacement was no longer available and forwarded me to another division.

Tel: [protected] (very difficult line to talk to someone...) After many hours of waiting on the tel. I have spoken with Ms. Chris and Ms. Marilyn... again to no avail.

Last I spoke with Ms. Marilyn advised me that the part was no longer available and that Sears was not interested in replacing the refrigerator which totally contradicts my extended service with them.

What am I to do? Can you help us?

Sincerely,

Arlene & Sabi Kent

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D.R.K.
San Diego, US
Jul 12, 2012 3:18 pm EDT
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We bought a dishwasher last year after waiting 10 years to be able to afford and install one. It hasn't worked properly since install and now erroring out part way through the cycle. Called Sears for repair on the service plan we paid hundreds of $ for, had to wait a week for first available appt. Technician cancelled day of service, had to wait another week, I called to confirm that he was coming, never showed. Lied about saying no one was home when he came and when I called the next day to complain to our local store the call record had been CHANGED to read that WE cancelled the service call. Of course the next available appointment is another week away - 3 weeks and counting. Foolishly purchased a refrigerator in June.. We had them check before making the purchase to confirm it was in stock and they assured us it was, though it would still be 1".5 weeks before delivery. You guessed it - cancelled the day before. Big surprise - not really in stock, sales tactic. Had to wait another week;. Really bad taste in my mouth. Really sorry I gave them thousands of dollars of our hard-earned money. Never again.

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Amy Z
Bradenton, US
May 30, 2012 10:52 pm EDT

Delivery customer service reps. can't understand most of the time - can't speak English well. Appliance was delivered broken, had to reschedule delivery for next day. Gave Sears my cell phone to call so I can make sure I'm home for the delivery. They called wrong phone number and thus I missed the delivery etc. Sears doesn't understand that people have to take time off from work when appliances are delivered! I spent 40 minutes on the phone to someone who couldn't speak English well trying to get a supervisor. Finally I agree to have the supervisor call me even though I know they won't! If you can, try and buy your appliances somewhere else. Saving a few dollars is not worth going through Sears!

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Mbkp
Ormond, US
Apr 30, 2010 2:41 pm EDT

We bought top of the line Sears products in January 2006, Washer, Dryer, Dishwasher, Refrigerator, Technicians don't know what they are doing so I stopped calling. Waiting to buy a better brand.

They came out to fix washer at least 4 times in the first year. I wrote and called the CEO and they chose not to respond to me.

Don't buy Sears products, I will never make that mistake again.

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CJ
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Aug 14, 2008 2:02 pm EDT

We bought all top of the line Kenmore Elite~ all Garbage!

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Odon Sabo
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Apr 12, 2007 9:48 am EDT

My $850.00 dishwasher got stuck between cycles. I called Sears repair and he used a Star Wars light show toy to analyze the problem. He said, "don't try to use the dishwasher, it needs a new "board" This will cost another $429.00 in addition to the $65.00 show up fee.

I was mad. I found out from a Home Depot Appliance salesman that all it was was that it was stuck in a cycle. "Just run the whole cycle through again and it ill clear itself."
It did and It runs like new.

Now to get my money back. That is impossible. SEARS repair knew that the machine was fine, and that is why he told me not to use it till he gets back with the part. Also found out that on the more expansive machines the major parts are waranteed for life.

DON"T Call Sears repair.

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Sears washer quality as well as customer service sucks!

Several months ago, I bought an expensive Sears Kenmore high efficiency washer for my wife and four kids. Since then, the washer has had catastrophic failure and every attempt to fix it has resulted in some excuse for more parts.

It is going on a month, and my wife, kids, and now sick daughter (with the FLU) are knee deep in laundry because my wife has to run to the Laundry mat while SEARS REFUSES to make this right. There is no indication that this will be fixed ANYTIME SOON. The repairman has even recommended that SEARS replace the washer because the parts cost more than a new one. WHAT? He is due his fourth trip to our house this week...

A $1000.00 washer should not break under a parts warranty. Then, Customer service gives my wife a hard time about simply replacing this washer, or even paying for the labor to fix it, which is the only right thing to do after several failed promises and apologies. She has asked customer service, repeatedly, for some help. I have also explained several times to customer service the need to fix this, and their response has been to refuse as of 10:29 this morning to replace the washer. We just don't have $1000.00 to go out and buy another one at Christmas.

This is not customer service. Maybe an email or word of mouth to friends and family is in order. If I can help it, this won't happen to another family. $1,000 is a lot of money to us, especially when we were depending on the reputation of SEARS Kenmore.

SEARS won't make this right. I will never buy from them again and ask everyone I know to do the same.

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Sears unfinished work, no response!

About 1 1/2 years ago, I bought a central air conditioning unit from sears. I decided to go with sears because of their "commitment". "sign a satisfaction certificate - we are not finished until you're pleased as can be." "relax you've chosen sears: we're the nations largest provider of home improvements, now the rest is easy."

The job I received for over $7, 000 was sub-standard. The ducts were run into wood bays which produces black mold, the system never cooled the house, one of the large ducts was run across the staircase and now is a safety hazard as people have to duck to go upstairs.

I have been complaining to sears for 2 seasons now. They ignore me, until I make a pest of myself. Their project manager came out and admitted it was a horrible job, but I didn't like the alternative he had to offer me (Which was to re-position the unit so that the duct ran through my living room and dining room without fixing the old holes or making a soffet around the duct), so I asked for my money back. They refused to return my home to the original state if they took out the unit, so I just asked for my money back and to leave the system and I would take care of it. They never got back to me.

I had to pay $2300 to an outside contractor to fix the work they did to finally get the system working. They stated that the system was undersized and not put in correctly. They did get it to work.

I filed with the bbb and initially got a call from their legal department. Sent them all my information (And I have lots), yet don't hear back from them in weeks.

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Sears sick and tired of sears!

We had two sump pumps die on us in February. We went to the Sears store with them, they had a lifetime warranty, the store said we had to take them to the repair center. We took them to the repair center and they said they do not touch sump pumps they have to be replaced. We then called Sears and they said they had to send out a tech to check them. After two rescheduling, a tech rep came and said they both had to be replaced. The next day Sears called and gave us a replacement number for one of the pumps. I said there were two pumps they said they knew nothing about the 2nd pump. After many phone calls and faxing a copy of the box that said lifetime warranty, they said they would send the tech out again (why I don't know he already said it could not be fixed) Well he was suppose to come a couple weeks ago but the night before they called that they had to reschedule. Well today was the day, I stayed home all day waiting for the tech, well he never showed up. I called Sears and they said he called here at 12:17 and whoever answered the phone said they knew nothing about it. Well, duh, don't you think he would have realized he called the wrong number. I didn't even go outside to get the mail all day. So they have to reschedule it for next Friday. I am sick and tired of waiting for Sears and I will not buy another thing in that store. Do not buy anything that may have to be serviced.

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Sears broken refrigerator delivered!

I purchased a Kenmore Refrigerator at the Sears Store at Chesterfield Town Center in Richmond, Va on 11-20-06. It was delivered on on 11-24-06. After the men set it up to work it never got cold in temperature. When Sears sent a man out to look at it the next evening, he said it was a bad refrigerator and it needed to be replaced. When we went to the store that same evening to purchase another one we were told we had to wait until 11-30-06 to get it. We asked if we could get it sooner, we have no way to keep our food. All our food had to be thrown out. We got no satisfaction from the store help. The product was paid for in full. We owe Sears nothing. The help in your store was no help to me at all. We were subjected to a disservice and I think we should be compensated for the loss of our food and we should not have to wait until 11-30-06 to get our product. I am seriously considering seeking the help of an attorney and reporting your store to WWBT Channel 12 here in Richmond, Va. I look forward to hearing from your corporate office. I can also be reached by phone which I prefer at [protected] and at 1607 Westover Hills Blvd., Richmond, VA 23225.

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Mike
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Sep 25, 2008 10:07 pm EDT

Like so many others have written, the freezer works but the refrigerator side doesn't cool. Called customer service (I have an extended service agreement), earliest a tech could get out to me was three weeks ( why rush, they got my money for the service contract - I'm a hostage) ...on the tech the tech ewas to show ..of course not...Customer Service was sorry for the inconvenience...refused to let me speak with a supervisor..but happily rescheduled me for 10 days later...that's right - no show again. Anyone who buys annything from Sears no longer has a right to complain, the internet is loaded with the same stories of abuse ...its your money =- be a fool and buy from Sears or be a wise person and go anywhere else.

Valerie
Valerie
, US
Feb 07, 2007 4:39 am EST

Almost two years ago we renovated our kitchen, and replaced all the appliances with Kenmore Elite products, including their top-line dishwasher and refrigerator.

In that time period, the dishwasher has broken twice, and the refrigerator twice. Both have 4-year Master Care plans.

In the past, we've been happy with the timeliness of the immediacy and quality of the warranty service, though the disconnect between the parts shippers and the appointment makers is really annoying, as other reviews have noticed.

However, our refrigerator broke TWO MONTHS AGO on Dec. 1, 2006, and a repairman visited on Dec. 5, 2006. Since then, the parts have been backordered. And every few weeks, the ship date keeps on extending. It is now Feb. 6, 2007, and Sears STILL has not shipped the parts. I don't trust their shipping estimate, since they keep on revising it.

To Sears' credit, they have authorized rental reimbursement for another refrigerator. However, how many people have room in their kitchen for a spare refrigerator? Where would we put it? This is not like a car repair where you can drive a rental car while the other is in the shop -- in that case you don't have an extra car to park.

At what point does this constitute "unable to repair" which in the warranty would merit replacement? Ironically, if this really was a car, many states' lemon laws (the part about honoring the warranty) would merit replacement or reimbursement by now.

TWO MONTHS and waiting.

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Sears - very poor service!

I have been without a washing machine for 64 days and counting! A & E Factory Service, a company owned by Sears, has been absolutely non-responsive and lack any form of client care and assume no responsibility for their lack of organization and incompetent technicians. They just don’t care and I wonder how the employees of this company can sleep at night...

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Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

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Sears contacts

Phone numbers

+1 (847) 286-2500 +1 (800) 665-2127 More phone numbers

Website

www.sears.com

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