Sears
Reviews and Complaints

Our icemaker stopped working, and the temperatures in both the refrigerator and freezer sections of our appliance were not keeping the temps required for food safety. We called for service, and after a week of waiting, a sears technician arrived (8-19-2020) - and tested our refrigerator/freezer and icemaker.

He determined that there were problems throughout the system, and ordered several necessary parts (to be replaced upon arrival of the parts via usps mail).

We waited five weeks for all of the ordered parts to arrive.

Now, today (9-23-2020), all the parts are here — but a different (third-party) technician came. He refuses to replace all of the parts that had been ordered... His "test" for the compressor shows that it is working at this moment. It apparently does not matter that it was not working before, and that it might not work tomorrow — only this moment, today, matters to him.

I called sears and spoke to someone about the master protection agreement we have, and the problems we've had with the refrigerator's temperatures. Sears agreed that he should do the job he came to do, and replace all the ordered parts, including the compressor (which is obviously "going out", but apparently hasn't completely stopped working "yet").

Unfortunately, the man on the phone and I got disconnected while I was on hold — he was checking to see what he could do, to get the stubborn tech to do all of the work, which is clearly under warranty.
I called sears back, only to be hung up on by the woman who answered.
I called sears a third time, was transferred to someone who could speak to me regarding my warranty issue, but sat on hold for 56.5 minutes listening to music - I gave up.

Now the (uncooperative) technician is asking to take the compressor with him — even though our appliance may once again need it to be installed, tomorrow. He says it can be "reordered", and we can just wait (again) for redelivery of the part.

The third-party technician (a&e factory service) just left - without providing us with any paperwork at all. What an unbelievably unprofessional, non-personable, inept tech.
I am so very unsatisfied with today's (so-called) sears "service" appointment!
What good is a warranty, if it isn't honored 100%?!

Purchased this unit in March, 2016.
Spent over a week without hot water and on phone attempting to get in touch with Sears corporate to track my proof of purchase. Thermal receipt paper faded in file folder. Hold times have been ridiculous literally spent 1, 55 min on phone on a good last week.
Sales # [protected]
It's under manufacturer warranty

My Kenmore elite refrigerator is about 2 years old. It died July 24 and has been repaired 3 times and tel not working as of September 12. I need somebody that knows how to repair it.

I purchased my Kenmore refrigerator in 10/2017 along what I thought was a protection plan. On July 17, 2020, my refrigerator decided to stop working. I called Sears to see about getting it fixed. They notified me that I didn't have a protection plan and that I would have to pay to have this serviced. Finding it strange, I agreed to the service...I had to get my refrigerator fixed, I live with my elderly father so it was something that had to be done. On July 21st the service technician came and said I needed a compressor. So, I paid for the repair, seeing that they stated I didn't have a protection plan. Not settled with this, afterward I decided to check to see if I could find my receipt to see what I did pay for. When I found it, I saw that I did pay for a protection plan, so I was confused on why Sears thought that I didn't have one on my Kenmore refrigerator? So, I called. After being on hold for 1 1/2 hrs, I finally spoke to someone, who transfered me to another department, that had me on hold for another 1/2 hour. Come to find out, they looked under my father's name Richard Hunt for the protection plan and when they didn't find it, Sears stated I didn't have one, instead of looking under my name, Janet Krutul. We both live at the same address and have the same account. The lady I spoke to stated I deserved a refund and it would be awarded in 10 - 14 business days. When it didn't show up in my account, I called Sears again. This time they stated that my refund was refused because the service call was under my father's name. But, I was the one that called the service call in, I explained. After being told they were going to re-submit my refund, I still haven't seen anything. I call again at the end of August and spoke to another customer service rep by the name of Daisy. She said that he problem was, Customer Solutions states that the Protection Plan department needs to approve the refund, and the Protection Plan department states that the Customer Solutions department needs to do it. She called someone in Customer Solutions by the name of Ron and he stated that he would have to address this with his supervisor. I called again today, Septemeber 10 to see what the satus is with my refund and I was told that once again that the Protection Plan Department needs to approve this and when I spoke the Protection Plan Department they say that the Customer Solutions Department needs to handle this. No one is taking responsibility for this refund and I'm getting tired of calling them to try to straighten this mess out. Sears owe me $404.52 for a service call I shouldn't have been charged for, because they didn't recognize the fact that I had a protection plan on the refrigerator I purchased back on October 2017. Isn't there anyone that make a decision about my refund? I also still don't have a refrigerator that is working, so add insult to injury. I was told by the Protection Plan Department that I have to wait until my repair appointment on September 17th before I'm eligable for a replacement refrigerator, the appointment under my dad's name doesn't count. So, yeah...

Purchased 7/28
Water accumalating in bottom of refrigerator section
8/10 called customer service (followed reps guidline, no fix}
8/13 called customer service again (same results, no fix)
8/14 repair appointment set up for 9/1 (over 2 weeks)
9/1 repair tech worked on refrigerator (can't fix) need to order
Parts, tech say it will be 9/22 before he can return (if parts come in)
Water still dripping inside refrigerator, it's either mop up the water or do without ice/water,
Unhappy with this new appliance and repair

I bought this yard stake for over $17. And when I received it - it is Made of foam! This will never last outside. And it looks cheap. To cheap to put in my yard. So I thought since sears says on their website satisfaction guaranteed, I would have no problems getting a return label and my refund. I have contacted u by chat, email and phone. To people who can't speak English! And who all told me no problem they will fix this and send me my label. Just wait 72 hours. Well I've waited 11 days! And when I contact them - they all say the same thing - wait 72 hrs. They r giving me the run around. And according to ur website ur committing fraud. U do not give complete satisfaction!
Or u will expect me to pay shipping to return this cheap item, and lose more money?! I've lost money by contacting s er, at time and lost wages.
This is the fifth time I've complained and heard nothing,
U are all scammers and liars.
And I will never buy from u again. And I saw on another website this item sells for $6.99! I paid over $17! So u are scamming people. What kind of company does this?! None that I have ever ordered from! Just u!

I have the plan and when I needed my AC fixed I could not talk to a human and they wanted me to wait 3 weeks to get it fixed and I have a 99 year old and a 80 year old here and I could not wait so I ended up having to pay 300 dollars to get my AC fixed so I let that go and now my oven is not working so I called them 2 weeks ago to get it fixed and it was scheduled to be fixed today and I was told that there would no charge so when the called this morning I was told that it would be a 100 dollar charge so I cancelled it and try to call sears to talk to someone about it and I was on hold for 45 minutes until someone finally answered my call so I told her what was going on and she put me on hold again then after 15 more minutes of being on hold they came on telling me to hold again I was on hold for about 2 hours and could never get a answer

I renewed my mpa for the washer and dryers I purchased on 8/23/11 for 3 more years on 10/12/19. I have always been happy with the plan and service provided.
On 8/18/20 I called to make my yearly appointment and after waiting for 20 minutes I was informed by denise that I now have a repair protection agreement, not a mpa. She said an error was made when they renewed the agreement and she transferred me to the warranty department. After holding for 17 minutes connie took my information and put me on hold to investigate and the call disconnected. I called back and after 40 minutes was disconnected. So, lets just say a good 2 hours was wasted.
On 8/25/20 I decided to try to resolve this again. After waiting for 12 minutes I gave the information to barbara who transferred me to kenna who transferred me to pedro who transferred me to bob (?) all of them not who I needed to talk to. So, this was another 50 minutes.
I was given the following numbers by various agents, all different! 800-578-7536, 800-927-7836, 877-878-3687.
Since I cannot seem to get anyone who can help, I am filing this complaint. All I want is to get my washer and dryer serviced as I have been able to for the past 8 years.
Brenda earle
[protected]

Case # 67721018
I have been waiting for my replacement home dehumidifier since 4/27/2020. There is no excuse for this level of neglect. I paid $ 109..99 for the protection plan.
Where is my replacement?!
The last time I was able to talk to a rep in the benefits I waited one and a half hours to talk to a human. I was told I would hear from the offline dept. In 3 days that was 7/20/2020..

Hello,

I had problem with my washer that suddenly stopped working, called sears
And they said that someone from arrow appliance will take care of the problem. They came on july s, 2020 and told me that they have to replace five parts. Service provider, arrow advise the washer should be replace.

Today is august 17, 2020 and no one came to fix my washer, it is now over 6 weeks. Arrow company called me twice, saod that sears do not have the parts because the factory they deal with for getting parts is closed due to coronavirus and the parts may be will get it end of september. Really?

I have 3 kids beside me and my wife, I request immediatly a check to be send to me to buy a new washer. Their replacment number always busy, they put you on hold for hours. They have two numbers:
1-800-376-0557
1-800-927-7836

Sears, I am wondering why you guys will be out of business, for your poor service and rude customer service reps.

I demand the check to be send to my address a.S. A.P.

We bought our Kenmore Elite refrigerator 5 years ago and we found out the compressor has gone bad and a water "valve" in the unit is leaking.
$1100 is a little hard to take when you believe that Kenmore is one of the best around. At this point we can't recommend it that's for sure.

We have had 2 repairmen out to tell us they needed to order a part, the part is no longer available, we purchased the dishwasher in 2016. The repairman said if they could not get the part by 7/31/2020 they would replace the dishwasher...so far we have been unable to reach anyone, on hold for 2+ hours just to be told they were now closed...get a grip, we are going to the BBB and make a complaint for the POOR customer service. Please contact me [protected].
Jerry Mahoney

I have had sears appliances for 16 years and have always renewed my master protection plan. My washer and dryer needs repair. The technician cancelled on the day of my repair service date. It has been 2 weeks. I have left 3 messages with the 3rd party repair company. I have been on chat 5 times, each time they have "escalated" my claim. I have had 2 phone calls with customer service agents, they also "escalating" my claim. I have been on hold 3 times with master protection department and each time, after being on hold for over an hour, they disconnect me. I have never experienced such horrible service before. Today, I finally got some type of answer from the online chat that there are no available appointments in my area...period. I just purchased 2 years of the master protection plan. I'm on my second try on hold (after being discounnected after an hour again) to demand a full refund on my warranty.

We purchased a craftsman lawn mower with a sears purchase protect of an additional year. The trigger to start the electric mower no longer works. The original contract states that we can get a replacement, but they say the contract has changed etc. Etc. Sears still shows the mower for sale but
Can't be picked up or shipped to our area. We would like the replacement
Mower, if not we would like a check for the amount we paid. We do not want a gift card from sears! They keep saying a supervisor will call back, sending us to sears stores that don't exist, supervisor in a meeting, one lady referred us to a store that was 16 hours away somewhere near san diego ca,
They didn't have any mowers by the way. Just generally getting the run around. Sears purchase protect [protected] sales check [protected]
We have spent a lot of time on this, they always call when they are about to close.

John Wynne
[protected]@gmail.com
case # 98223
mower part number 39942 19" corded electric mower

I have been a loyal customer of Sears for over 20 years. My husband and I purchase most of our home appliances/electronics from Sears and always cover them with a Master Protection Agreement. Recently, we had our dryer serviced in the latter part of 2019 and were issued a credit in February 2019 for the inability to get the repair part. This was great. Then COVID came, shutting down all the stores in our area in NY. I called in May to inquire about extending the credit and was assured it would be ok. Sure enough, I went to the store and the associate had a problem getting the authorization number because the credit had expired. The nice associate tried calling home services while I was in the store and we waited for over an hour to speak with someone, they put us on hold and the phone system dropped the call. I then went home and tried an additional 5 times and finally got the authorization number. The transaction in the store went smoothly after that and the store associate went out of their way to be most helpful.

Now again, I am spending an enormous amount of time on the phone trying to solve my issue with the washer. Between yesterday and today, I have spent almost 4 hours on the phone to be disconnected by the phone system without any resolution. My washer has been looked at and "repaired" 4 times already in 2020 for the same issue. I put a load of clothes in expecting the wash to be completed in about an hour only to find the machine full of water, it doesn't appear to want to agitate or spin, and the door locks and will not let me get the clothes out. I then have to put it on a rinse/spin cycle to get the water out and usually have to unplug the machine for a considerable amount of time to get the clothes out. The one person I did speak to tells me the machine only had parts ordered one time for this same type of issue and therefore does not qualify for the replacement under the Master Protection Agreement. This was not how it was explained to me after I booked the last repair appointment.

I am ready to ask for a refund of the MPA and find a local repairman that will do the job right the first time. I work two jobs and do not have the time to take off all these days to stay home and wait for repairs. I expect that after 1, maybe two times the problem should be diagnosed and fixed. This is unacceptable. I would not recommend anyone to purchase a product at Sears, much less a Master Protection Agreement. How do we get this resolved to my satisfaction, which at this point is no less than a replacement product? I am a nurse and work with COVID patients, how can I assure my clothes are actually clean after using the appliance. It intermittently completes a wash cycle but mostly I find it filled with water and the door locked.

I have spent numerous hours since early July trying to get the freezer repaired/replaced under the warranty. Originally, I had it repaired a month ago, worked well, then it stopped working. The next repairman came out and said it was irreparable due to the age and the only way to get the Freon for the freezer was on the black market. I contacted him a week later and he said he wasn't sure why but Sears ordered parts. They sent the parts to a previous address even though I have told them a million times to update it; and the repairman came to the correct address. I scheduled the "repair" and they assigned it to the same repairman who did not come out because he said it is irreparable (I called him again). He was having trouble contacting the supervisor of the dept that contracts him. As of this evening, they are still refusing to help me stating the warranty was with my mother who passed in 9/2019. They want legal documentation, which I sent them the legal paperwork that is needed for my mother's trust. They are just jerking me around because the warranty expires in 3 days. Little do they realize Maryland automatically extends the warranty until they meet the promised terms. They tried to tell me otherwise, however, I had hours on hold to read the whole contract. Also the contract says to call them for the terms of transferring... how can that be legal, you don't have access to the written terms of the contract.

I have a Master Protection Agreement (MPA) on my Sears Kenmore Elite Refrigerator. On July 16, 2020, the refrigerator stopped cooling and making ice. In accordance with the MPA, on this same date I called for repair service. The fan would run but it would not cool. The first available date for repair was July 27 (today).

This morning I received a phone call from "Private Caller" that the repair person could not be at my home today and the repair would have to be rescheduled. Now, the "next available" date was August 5 (about a week and a half from today).

What good is a prepaid Master Protection Agreement if you cannot get the refrigerator repaired in a reasonable period of time. I do not believe that three weeks or even two weeks is a reasonable period of time to have a non-functioning refrigerator repaired under a prepaid repair agreement.

Request your assistance to have the refrigerator repaired as soon as possible.

I have had a Master Protection agreement with Sears for over 18years for my heat pump. I called on 7/24/2020 for repair.
Water was all over my basement by the air handler and the pipes were all frozen, This was an emergency due to the heat wave in Boston and I am an asthmatic and senior citizen. I was told that the earliest they could come was
August 13, 2020 between 1 - 5 pm. This is completely unacceptable!
I called another company this morning and they have came out in 2 hrs. I have ordered a new system from them with delivery tomorrow. I have tried reaching Sears for over 2hrs on hold, I need to cancel my agreement effective today as it has been paid for two years and will expire in September 2021. I demand a credit! Please help.
Sue Ann Harrington.

I have been waiting since June 3 for the parts for my Washer to be repaired It is now July 22). I am told the part is on back order and they have no idea when (or if) the part will be available. The repairman has been out to the house 3 times and won't come back until the part arrives (Makes sense)
I have been on hold with Sears Master Protection Benefits Admin for over 7 hours when some one answered and then hung up on me. Back on hold again. How long am I supposed to wait for a part before I just get a new washer? Sears Master Protection Agreement Benefits number [protected]
Sears Customer Service is Non Existent ! I want a call from someone on When my washer will be repaired or replace! Now on hold over 7 hours... Hung up on and/or disconnected 4 times and now get disconnected every time someone tries to transfer me or I try calling back.