Sears
Reviews and Complaints

I had an appointment today (7/17), and the technician never showed up. His excuse was he couldn't get a hold of me. The number he was calling was my daughters and she was at work. It shouldn't matter if he couldn't get a hold if us, someone was waiting here for 4 hours. But I did add my cell number on line so he could contact me, yet no calls. Now the best they can do is 7/23 really. This is the worse customer service I have ever dealt with.

Anna Masters
Anna.t.[protected]@att.net
[protected]

Bud & Sandra Bittle ph. [protected] [protected]@comcast.net 1473 West 600 South Salt Lake City, Utah 84104.

My family was at the GRAND OPENING of Sears in Salt Lake on State Street and 800 south. That was with my mom and dad who won a door prize. We have been dedicated shoppers all of our adult life and have purchased many of your products, mainly because the dependability of Kenmore and Craftmen and your warranties and service.
WE purchased a Kenmore DIR Solis State Water Softner with the service warranty in 6 of 1995. Model 625.3484500 Ser. 48614 and have extended the warranty yearly. And now it is dues to expire again in Nov. 2020

In 2019 it stopped working and you have had 3 service techs come to work on it. Many phone calls that have put us on hold and many many disconnects and hour of waiting time just to be hung up on.
We have been told that there is no one in Salt Lake that is qualified to work on it. One tech showed up and found a little piece of rubber in a valve and guarantied it was going to work. NOT!
Today the wife has been on the phone and on hold for over four (4) hrs. which is ridiculous.
"I will call you back if we get separated." Not one recall. One person, Susy, said she would have the manager call us back with in the next 15 minutes to a half hour. It is now 3:00 in Salt Lake City and well past the one hour time. Last Thursday July 2, 2020 we went though the same go round on hold and hang ups.

WE want to water softner fixed or replace before this warrantee expires in November 2020. AT THIS TIME WE PREFER A REPLACEMENT if nobody is qualified to fix it and make it last.

In May, we discovered our central air conditioner was not working. We called and got an appointment for a technician to come out - first appointment - June 1st. Diagnosed the problem - the compressor needed replaced. Compressor was ordered and finally delivered June 11th. We were directed to call when the part was delivered by our technician. We called the day it was delivered - June 11th. An appointment was made for them to come install the compressor on June 15th. The technician was a NO SHOW. When we called to find out what was going on, we were told that we never told them we received the part. We asked to speak to a supervisor and the call was disconnected. We called back and once again relayed the problem and had to ask for a supervisor 6 times before we were transferred to a supposed supervisor and the call was disconnected. The soonest appointment we could get was June 22nd. The tech showed up and said it's a 2 person job and the other tech called out. We offered to help get it installed and halfway through the tech realized he did not have a copper extension piece (that was supposed to be brought by the other tech that called out) so he could not finish the job. The tech made an appointment for June 24th to come out and finish before leaving. We received a confirmation text the day before and the morning of the appointment. Later in the day we got an email saying that we needed to contact them about the appointment. When we called we were told they were overbooked, saying there was a system error and the appointment was not made correctly, so no one was coming out. An appointment was then made for June 26th. On the 26th, 2 techs showed up and ran a system test with the new compressor only to find that another part was needed to fix the problem. The part had to be ordered and another appointment was made for July 13th. Once again we were told to call when we received the part. Apparently they do not have any parts on hand to fix anything. We called the warranty reimbursement department asking if there were any rental units to use to cool our home while we continue to wait. We were told that no rental units were available. We were told that they would issue a check that we would receive within 21 business days for the amount of $250 dollars, as reimbursement for buying a portable unit. Portable units do not provide cooling for the entire house as central air does. We purchased a portable unit at the cost of $350 and it in no way cools the entire house. Meanwhile, we wait for this part to be delivered. On July 8th, we still do not have the part. We called to inquire and were told that the part was not available and could not give us a date of when it would be. Therefore, no one will be out on July 13th and we continue to wait for the part that no one knows when will be delivered. We have been loyal Sears customers since we have first owned a home in 2002. We have purchased countless Sears products over the years. We have never been late with a payment. The complete lack of customer service and lack of care from Sears is more than disappointing; it is disgraceful. Not only has this whole ordeal been stressful and downright uncomfortable as we endure several record high temp days, our senior dogs have suffered as well. One of our dogs is 11 and has been refusing to eat due to the heat. She ultimately been to the vet and the vet said she was stressed and we have had to buy special food for her. We have no idea when this torture will end with Sears and our central air will be fixed. Who knows when the part will come in and if that will even fix the problem.

Purchased extended warranty on kenmore double wall oven. In january finally had to use it. They came to repair it and it hasn't worked since after four return visits and parts that did absolutely nothing countless phone calls filled with nothing but lies how we would get a phone call in 2 days to let us know the next step still waiting for so phone call going on 2 weeks called again same story still waiting at one point during this ongoing battle with a company that has no desire to help their costumers except more than happy to take your money I was offered a loaner the one question I must ask is where do I put a loaner being a wall oven run another 220 outlet in my garage so I can cook out there all I can say at this point is there must be some way that the consumer can have a say in the way this company treats them I for one will not renew any contract and will make sure everyone I know will be aware of the shabby if not criminal behavior of this company

The refrigerator is a lemon. We have a master protection agreement and have had repairs on 10/15/19, 3/31/20, 4/6, 6/3/20 and 6/18/20. The MCB board was replaced 2 times, new condenser, compressor, evaporator coil, refrigerant replace 3 times.

It does not refrigerate at a temperature below 54 degrees and the freezer runs at 41 degrees so it is unsafe to use.

We have spent 5 hours getting the run around today from 4 departments, have been transferred 4 times, had calls dropped and our latest appointment cancelled.

Currently our refrigerator doesn't work and we are just asking for it to be replaced!

On may 6th a service person came out to look at my side by side refrgerator. The gasket has worn out on the boyyom. However, the tech seemed to be confused he said he thought the gasket was one piece. He attempted to remove it (i'm glad that didn;t happen). He left and called back to say. He couldn't get a gasket he was going to order a door. Two weeks later he said he ordered the gasket. I am still waiting. I have called and been given various explanations. Last week I was left on hold for over 30 minutes as they attempted to contact the tech. I called by asked for supervisor, call was disconnected. Called headquarters transferred and ended up back at the same number. I have since been contacted to renew warranty. No way. I want my refriegerator repaired. I have paid for this coverage and continue to receive very poor customer service.

I have now spent two days trying to get something resolved on my refrigerator. I have lost count of the number of hours spent holding on the phone. Currently, I am on one hour on the current hold. I have held anywhere from 40 minutes to 1 hour plus holding with various departments. They continue saying they are experiencing "a high volume of calls" which is why they do not answer. Since this has nothing to do with the pandemic the only reason I can see for them to have a higher than normal call volume id that they either have machines that do not work or they do not have enough people working.

I purchased a new Kenmore refrigerator in April of 2019 to replace another Kenmore. We had purchased a service agreement on the old machine shortly before it died. For some reason, it did not help us with the purchase of the new one but they told us the agreement would be moved over to the new machine. On June 8 the ice maker on the machine stopped working. I assumed that a simple phone call to set up an appointment would take care of the problem. Instead, I have spent hours talking with people, sometimes by chat when I gave up holding for over an hour on hold. Each time I was supposedly moved up to a higher level to a department that could take care of my problem. When I do get through they ask me to hold for 3 to 4 minutes while they check on something. They usually either cut me off or leave me on hold for another length of time. The latest is that the department we need to talk to is now closed since they work only on Eastern time which leaves us on the West coast either getting up at 5 in the morning or trying to get through to them before two.

They have won! I am going to call an independent repair company that will charge way to much to replace a lousy ice maker (it was never as good as the one on the old fridge). I will try and get a refund on the contract we paid for but need were allowed to use but have no great hope for that. I have been a loyal Sears customer for more than 50 years but that has ended. I easily see why they are going down the tubes. I will never shop there again and I urge everyone else to do the same.

Purchased a master protection plan for my central air condition unit. Because routine maintenance is not an essential service I was told june 2020, it cannot be serviced, (the coils cleaned and refrigerant checked and vacuumed) until after the summer season, this is not good and will break all a/c warranties. This will cost me money in the long run. A/c companies here in nashville, tn are performing tune-ups everyday for a cost of $59 to $99. Because I have already paid $300 for this program I should not have to use and pay another company to do the routine maintenance.
I want my money back $300 so I can use it to maintain my investment. Sears don't care, I have called and waited on hold many times and when I get someone, I am told, sept. 2020.
-date of incident 5/20
-refund $300

I purchased this refrigerator in
sept 2019. in Jan 2020 the refrigerator stop working. All the food spoiled. The repair person could not come out till Jan 28th 2020. He said he was going to order a part and it should be in by the end of Feb. The repair person said I could rent a refrigerator. I CALLED THE WARRANTY customer service to verify. After 2 months of calling to see the status of the part, customer service said they would just replace the refrigerator since the part couldn't be found.
March 16th the new refrigerator was installed.
Customer service said I could send in the receipts for the rental, and also to go on line and file the food loss claim,.
Then I called in April and they said the claim would take time. I did get the rental reimbursement. The food claim is being denied. At no time during this nightmare did the customer service person say I had to send in the claim as soon as the repair person comes. The whole time I was being told that the claim was being processed..
Please review this claim #403 887.
Iam a 71 yr old women with grandchildren living with me. All of our food was lost due to the malfunction of your product. I had medicine that was lost. Ian not claiming that just the food loss.
Please get back to me asap with your findings and with a resolution.
Lorelei Waqia

Mode 795.74043.411
Refrigerator purchased in October 2016
Compressor bad in March 2020 and the technician stated "all these 795... models have this known issue with the compressor and board and want to charge me $650 to replace a bad known part. This is an issue with LG and Sears for having a product with a known defect and trying to charge customers $650 to replace their poor craftsmanship. The customer service personnel (foreign cal center) had the worst customer service, getting an attitude about my issue and hung up on me. This is after waiting over a week for a response to a missed service call and I was told to wait until I was contacted! I waited for a week with no contact only to be railroaded yesterday with an exorbitant labor charge. Stand behind your merchandise and make this right! This needs resolution now!

I purchased a Kenmore refrigerator about a year and 1/2 ago (2018) and it stopped working in January of 2020. When I purchased the refrigerator, the sales rep told me that the protection plan would be obsolete in a year and that is the length of the manufacturer's warranty. So cut to a year and 1/2 later, the thing stops working. Since the warranty had expired, I called Sears for your home and paid $125.00 for the technician from Sears to tell me that the problem with the refrigerator was in the control panel in the back. For them to come out and fix it, it would cost over $650 and if my husband was handy, I could just buy the control panel from Sears Parts Direct and he could install it himself and it would cost us $150.00. So on this recommendation, that is what I did. On January 27, 2020 I called Sears Parts Direct and ordered the part and was told it would be here within 3 weeks - order #E339811. The part never arrived and I called to get a status and was told it was on backorder. Meanwhile, my food is going bad because the refrigerator works only sometimes. I can't buy milk because it spoils but the food in the freezer is OK. I contacted my home warranty plan and they came out, so I shelled out another $75.00 and this time was told it was a maintenance issue and not the control panel, so I paid another $50.00 to have it cleaned (I have owned at least 3 refrigerators in my life and never had to have them "cleaned") The refrigerator continued to malfunction. I have now contacted Sears about 6 times to date. I have been told that the order was cancelled (it was not cancelled) and that because the part is on back order I will be charged when the part is mailed to me. I intermittently check the website and sometimes the part shows up as available and other times, on back order. Other times I call and am told that the Back end department has to contact the manufacturer for status. Most recently, on 4/29/20 I received an email from [protected]@searshc.com:
"Dear Member,

We have received your request regarding the order# E339811. We have contacted our manufacturer regarding this and currently the item is on backorderd status. These parts are estimated to arrive at our warehouse by 05/05/2020. Once the order is shipped tracking # will be updated.

Thank you for choosing Sears PartsDirect.
Regards,
Haskins K."
Today is May 11, 2020 and still no email, no response, no part. So I contacted Sears Parts Direct thru chat. I was told in by "Tony": "Once you had placed the order with us, the part was in stock after which unfortunately the part went on back order, so as per the update from the manufacturer we have still not received any updates on this back ordered part. As it is produced based on members request, will take additional time for the delivery. These parts are in demand (not avilable elsewhere) and we take up the responsibility of making it available only for a valued members." Please give us some time to ship the part from the vendor. and then when I was transferred to a "Supervisor" named "Karlene" who advised that the issue was "escalated" which I thought was already done and asking for more patience. I asked if I could be compensated for my spoiled food or a credit on a new refrigerator and she said "I wish I had an option" and "You can contact us Customer Solution at 1-XXX-XXX-XXX." Needless to say, I need help. I need my refrigerator. I am a mother three and my husband and I work very hard to provide for our kids. Luckily, we are able to continue to work (though our hours have been reduced) through this COVID pandemic. As you can imagine, we need a working refrigerator because we cannot go out all the time to purchase food, when it goes bad or to get takeout. This situation has become untenable and all I want is a resolution to my issue. I am currently out $100's in spoiled food, as well as the cost of the part and the money I've had to pay for zero resolution. I'm not looking for a payout or much less. I need a working refrigerator. That is all. Sears has always been my go to for my appliances for decades. I still have the combination washer/dryer I purchased from Sears in 2001. And it still works! That's how much faith I had in the products and service of Sears. I have been let down in a big way.

I am a former Sears employee, so I trust Sears products, however, my wife and I purchased the above refrigerator in February 2018, and this wasn't a cheap appliance. As of right now, the ice maker makes ice, but it won't dispense the ice. Also, the LED lights on the freezer side are out, and I can't see any way I can take care of that problem. On top of these two problems, the stainless steel doors have lost their color in spots (it looks terrible). I would appreciate any assistance you may give me to take care of this. Again, being a valued Sears customer (and former employee), my wife and I are rather disappointed in what has happened to this appliance. We wish to continue buying from Sears, but it depends on how this issue gets resolved. Thank you. does a Ms. Teresa still work there? If so, we would like her to call us.
Ron Downey
[protected] (H)
[protected] (C)
[protected]@gmail.com

Sears repair has visited my house 3 times last week and my washer is still not fixed. They rescheduled the 4th appointment that was supposed to be today.
Hopefully I will see a repair person tomorrow. I have a master protection agreement. I have had 2 different techs and neither could stay to the end of the cycle of the machine stating it doesn't matter they have too many other calls and can't wait to see if the fix worked. Plus sears pays them for unlimited visits to fix the washer. That does not help me because I have no washer to wash my closes. I have spent unlimited amounts of time on the phone with service reps and just get bounced back and for and then they lose the connection when they transfer me. Today I ended up at customer solutions who told me I might be eligible for a replacement since they haven't fixed it with this many visits and transfers me to the protection agreement department and then disconnects me. The employees who answer the phone just tell you anything to get you off. I am so disappointed in the customer service I have received. I have also been told twice that dispatch would call me but no one has called me back. Can someone help me at sears with my issue?

Worst Company you can buy from. We have been out of a refrigerator for over 3 months! I have been on the phone for hours on end - At a minimum of 40 hours. When we called about the refrigerator they sent a tech that said they would order a part that does not exist. They send 2 other techs all that confirmed the part does not exist. I have finally approved a new refrigerator and was told it was going to take over 6 weeks to deliver. When I told the CSR rep this was just unacceptable he came back with if humankind has been without a refrigerator for centuries you can do 6 weeks. Just an FYI I figured out that the MPA CSR reps were pushing me to the Manufacturer Reps and Vice Versa. Do Not Wast your time unless you enjoy being on the phone for hours on end with no solution.

I have the life insurance through sears. I need to change my bank info for auto pay. Can you please direct me in the right direction?
Thank you,
Sheryl Duffy

the sears automotive in Hayward California ...is the WORST ..i took my 2 DIEHARD batteries, , which my mechanic told me that been that they were 3 years old...they would not HOLD CHARGE ...after charging them overnight ...i spoke to this CROOK named JULIUS ..HE SAID TO COMEBACK on wednesday when they would get some in ...my wife and i drove there on thursday march 12 ..this guy JULIUS is a CROOK ...my 2 batteries were under WARRANTY according to my invoice ..yet ..he .SOLD me.2 ..$ 159.00 batteries that he sent someone to pick up at O'REILLY ., , and charge me $ 189.99 for them...he said that they were SEARS battery ..but that was a LIE ...i could of gone myself to O'REILLY and bought them myself for $159.00 ...and these are NOT SERAS batteries ..which is FRAUD ..on this guy JULIUS...so whats the point of having a warranty for 3 years when you buy a battery from sears ..and the battery FAILS yet they WON'T .HONOR THE INVOICE with the WARRANTY ...

The drain pump on my $1000 washing machine went out after not quite 2 years. It is covered by the Sears Home Repair warranty plan. The repair tech was on time and veferified that the pump was defective and needed to be replaced. He did not have one on his truck and ordered one at that time (Feb 4, 2020). It was to be drop shipped to my address in 4 or 5 days. As of 2/19, the pump has not been delivered. Sears customer service says it was ordered from the manufacturer and they have no way of knowing when it will be shipped. Really ? Sears Parts Direct, eBay and Amazon all have the part listed as available with 4 day delivery guaranteed ! If Sears would refund the $280 dollars I spent on the warranty I would just buy the $115 part and replace it myself.

I purchased complete protection agreement for my Kenmore Elite Introduction electronic cooktop. My cooktop not working back in Dec. 11, 2019, I called and scheduled for the service. The technician cane out and said will take 4 weeks to get part. After 4 weeks the parts still not arrived. I called customer service and they agree to replace my cooktop. However, another after 2 and half months I still not get my cooktop. I called again and customer service say I have to wait still March 13, 2020 for the customer service call to see if they gave the cooktop in warehouse then they going to schedule for the delivery.
I have to wait 3 months anh hope that Sears have cooktop in the warehouse?
My case #6587337

Date of incident: 2/12/20

Description: After upgrading my appliance plan to whole house coverage I was immediately contacted again by the representative (David), who asked me to repeat the card number being charged, my date of birth, and the city in which I was born. I was not asked for personal information when we set up the original appliance plan, and I was not comfortable with receiving a follow-on call asking for personal information and that I repeat the charging card number and expiration date. I did repeat the card number and provided my birth date as I grew increasingly uncomfortable. I feared I was being scammed, so I terminated the call.

Geraldine Sierzega
[protected]@aol.com
[protected]