Sears
Reviews and Complaints

I have a Kenmore elite double wall oven with convection. The heating coils have burned through both the bottoms of the ovens. I have Sears service come out today and they are unable to get parts. The repairman offered me 10 percent off a new oven, which is their policy. Really? I paid close to $3, 000 for this oven 3 years ago and now I have to buy another one?
I will never buy another Kenmore appliance and will do my best to inform friends, family, Facebook, Instagram and any other medias of the poor quality of this product.

I have a handicapped child with severe food allergies - I need a working dishwasher ASAP

9/14 - washer broke
9/16 - called sears warranty for appointment
9/20 - technician says needs control board & control panel
parts ordered for Oct 3
I asked for quicker resolution
technician says i need to contact Services
9/23 - was told parts were expedited was promised a call that never happened
9/26 - control board arrived - no control panel
escalated this on the chat line - was told it was escalated, part would ship in 24-28 hrs & I would receive a call - never happened
9/27 - chat line again confirmed part was escalated, part would ship in 24-28 hrs, that I would have the part today (9/30) & I would receive a call with confirmation and tracking - never happened
9/26 & 9/29 same results with shipping slipping each time
9/30 (today) was told the part was escalated again, would ship in 24-48 hrs

my appointment is Thursday Oct 3, if you can't get the parts do the honorable thing and replace the dishwasher

We purchased matching Kenmore Elite appliances in July 2016- Fridge, stove, dishwasher and microwave. The fridge alone was $3, 700. After 37 months on August 31st, 2019 the compressor in the fridge stopped working, causing the fridge to not stay cool and everything in the freezer to defrost. We lost $350 worth of food. We called the Sears repair number inside of the fridge. We were told that a repairman would come out on Sept. 6 at a cost to us of $106. He came out, said it was the compressor (under 10yr warranty) and that he would order it, it would be in around Sept. 19 and that we would have to pay for the labor $500 for a 2hr repair. When I looked into this further, I found that LG knowingly put these compressors in knowing that they would not last more than 36mths, on a fridge that was advertised to last 20 years. Four weeks later and we still do not have a working fridge, we refuse to pay someone $500 to replace the compressor that should not have gone in the first place. This is deceit and just a way for Sears to suck more money out of us! We are not paying them another dime...we want our fridge repaired at no cost to us, refund of the $106 we paid for someone to come out and tell us that it was the compressor (we already knew that) and the $350 worth of spoiled food.
Model # 795.74025.41
date of production 5/2016
ser. no. 605KR00342
Please make this right!

I ordered a special size window air conditioner from Sears on 9-11 with a delivery date of 9-23 (must have been shipped from China). It was to be delivered to my local Sears. It cost $269 + tax.
On 9-24, I still hadn't gotten a delivery notice. After 2 hours on the phone hunting for my AC, I got 3 different responses. 1: order was cancelled cue to out of stock, status unknown with a 72 hour resolution and order had been delivered to the store.
I went to the store and punched my order into the pickup computer and it said QTY:0. The warehouse team looked for and found the item delivered. They told me the wrong model was sent. It was the same physical size but instead of 6000 BTU it was was 10, 000 BTU with a price of $399. I balked at their mistake but the best deal the manager could give was $50 off. I spent 2 more hours on the phone trying to get Sears to release the unit to me but met the bureaucratic wall of store policy. Even though I really needed the unit, the best they could offer was to cancel my order and try again. Maybe in 2 more weeks, I might get the right unit.
Because I was in time crunch, I went back to pay the extra $80 and was shocked to find the actual price was $499 and I had to pay an extra $180. If I hadn't made a promise to my tenant, I would have cancelled the order but whose to say that Sears could get it right the second time. I am not surprised to see that Sears is dying as a company with roots of incompetence and ineptitude buried deep in its bureaucracy

I have never been more frustrated with a service provider - ever. We bought a high end Kenmore fridge + the warranty from Sears and it stopped cooling. On July 20th they sent a contractor to fix it and repair man said "it should start cooling in 15 minutes and if it doesn't, call me and I'll come back". Sure enough it didn't so I called and called...and called- never got a return phone call. Even more frustrated, I called Sears and they sent another contractor to fix the fridge. This one said the fridge is basically not repairable but if it was, all the parts and labor would cost over $3K and Sears would likely opt to replace it. Oh and "Sears will be in touch". Heard nothing so I called back. Sears: "we are still waiting on the repair person to submit their report, please call back" (never mind my husband was standing NEXT to the gentleman when he submitted the report electronically!). Finally talked to a Sears rep who said that based on the prior contractors report, the fridge was leaking freon so they had to find an EPA certified repairman. And the soonest they could get one to my house was in 3 weeks. So we waited. Sears repairman (not a contractor, a Sears repairman) came on Friday: Aaron (no last name on his card) from a&e factory service - tech #4192 - came. He looked at the back of the refrigerator and left to make a phone call - apparently to his supervisor. Supervisor said that new policy is the one who broke it, needs to fix it. So the first guy who came apparently put a compressor on my fridge that wasn't the manufacturer's part, so the Sears guy for whom we waited 3 weeks walked away without fixing a thing. "Not my problem - per my supervisor. No there's nothing I can do about it. But I have just spoken with Sears and Sears will contact that first contractor and make SURE he comes back to fix what he broke and you will get a call back today - there are only 2 people in line that he has to call front of you". No call back. Today is Tuesday, I called again to a number the Sears tech wrote down personally (vs printed on his card) and he said this is the number he called for help. When I call and press the appropriate extension, it rang 4 times and automatically hung up on me. I tried multiple times, to no avail - kept getting hung up on with no message, machine. So i tried another number (the one pre-printed on the card) and was shuffled to multiple people. I finally got Nikki who seemed sympathetic and put me on hold to check the records. After 4 minutes of this particular hold (i had already been on the phone with Sears for 22 minutes at this point), another person picked up and asked how she could help. What? Who are you and what happened to nikki? She said she needed to know how she could help - but I could not understand her due to a language barrier. I asked to please please speak to a supervisor and I am now on hold - i am at minute 52 that I have been on this call. This is absolutely inexcusable and I feel like Erin Brokovich. This is literally what big companies will do to give you the runaround until you give up. I won't. I personally know my congressman and the Texas Attorney General and I will pursue this. I can't begin to imagine how many people have been blatantly taken advantage of!

As for details: first claim was July 20 and at this point, I just want a new refrigerator.

Stephanie Matthews
[protected]@me.com

September 5, 2019, I have my dryer serviced. He stated that his app did not work for processing CC/DC, so he asked if I would give him the information and that he would have his office process it. I gave him the information. I was billed $234.52. The part arrived, but I canceled the second appt. even though I already paid for it. The day he was scheduled for the second appt. he processed the updated billing of diagnostic fee and part $108.08. But it was less then what I paid. I went through Sears Customer Solutions and they state they do not have such payment or charge. I told them my bank processed it and paid it. I called billing department, but on one is answering the phone. 20 minute wait and nothing.

My name is anthony tasker and i have purchased all of my appliances from sears for over well over 30 years or more. Now when i say all of my appliances its from my lawn mowers, refrigerators, stoves, dishwashers, air condition units, etc... Which i still have them in my home as of this day . My ac went out around a year ago, sears told me to call someone to repair it and they will reimburse me me for the repairs, which still hasn't happened. I found a guy online who came the same day to do the repairs. Now it broken again because we really needed a new unit. Sears finnaily came out after 8 days with no ac and told me that not the repair man but we put in the wrong freon. Now i know nothing about ac's including freon. So sears repair man said he couldn't touch it and just left us again with no ac. Now here comes the good part, mind you i have been a valued customer for over 30 years and when i called they told me that i have broken my master protection agreement that i have paid for year is no longer available to me . Mr. Anthony tasker a very loyal customer that have been treated very wrong by sears

In an episode of this old TV show called "Becker" in which Ted Danson played a grumpy Brooklyn doctor, he is convinced that, every time he tries to get warranty repair on anything, it goes through a call center in Chico, California, where their only job is to stall and give a runaround until the customer gives up. "Are you trying to Chico me?" he bellows.
Sadly (since I have a Kenmore refrigerator, stove, dishwasher, washer & dryer, and more small appliances and tools than I can count), what's left of Sears won't admit that they're no longer honoring warranties, but they will send you on a never-ending snipe hunt (take it to the nearest store even if it's 3 hours away, where they will laugh and tell you to go home and call a number you've already called a dozen times, where they will tell you to call dozens of different number, then to email this and that address that never reply, etc, etc).
I lean toward obsessive, and spent 5 weeks determined to work the warranty of an elaborate coffee maker. Today, I officially give up. I have been properly Chico-ed.

On 9/4 I ordered a Kenmore Refrigerator with bottom freezer model 794043.$1099.99. It was delivered on Monday 9/9/19, however technician stated he measured it and the rerfigerator would not fit the opening in the kitchen. So I asked him to return it andI would look for a different size online. The experience from there was pure hell. I checked what they had on stock on line and it was very limited and I wanted no Whirlpool or LG on french doors, or side by side. I wanted one door, bottom drawer freezer. They did not have in size and make I required. I have since then trying to get confirmation that my 1200.00 would be returned tome and cannot. I have been shifted around for days with out help. All I desire is my appropriate money be refunded. Meanwhile I am borrowing a small refigerator to keep necessary medication and small amount of food in. I've gotten e-mails but no return address to reply and e-mails make no sense.I've called six different numbers to no avail. Please help. Sears has the worse customer service I have ever dealt with and best believe I will not be making any purchasing from here AGAIN!

I have the service call and waited three weeks for tech to come in and repalce the parts and in between tech would not call when the service is scheduled and cancelled and didn't call before he came. They always come out of window without calling. I called several times and the customer service will hang up and put on hold and were rude. I asked for escalation team and they never transfer me through. After 3 weeks, tech didn't want to wait to test whether it is working after he repalced the parts. Who to contact. Master protection plan is a big joke and full of frustration. My sevrice order number is [protected].
Please share me contact where someone can help.

My husband and I are senior citizens. I have Parkinson's and I am bound to a wheelchair 90% of the day. This complaint is regarding Sears and their Master Protection Program that we have been paying for and an issue with our fridge an. I have been without a refrigerator and freezer since 8/24. I contacted Sears to open a repair ticket on 8/24. They were unable to come out to check on my fridge until 9/5. They provided a check dated 9/4 for $200 for food loss damages. On 9/5 the Sears repair person came to check the fridge and said a part is needed and there was nothing else he could do. I called Sears again on 9/5 to report that I am without a fridge and freezer. They said they needed to order a part. I asked for another damages check for loss of food and they said "we don't pay because you are upset". I called again on 9/9. I spoke with Marcus and then Natalie. They said they could not issue a check for damages and service repair would not be until 9/14. The damages cannot be claimed until after 9/14. Marcus suggested I buy an igloo cooler to keep food on hand. I mentioned that my husband and I are on a fixed income. Marcus and Natalie both suggested my husband and I look for someone local to service the fridge and pay out of pocket and Sears would reimburse me. So now my husband and I are paying for food daily, cannot keep perishables, have medication that must be refrigerated that had to be thrown away and need to find a local repair company for a fridge and freezer that has been out 17 days and counting. I pleaded to just have the refrigerator replaced because this is not the first time we have had service calls on the fridge. Sears mentioned that the policy states that they only replace the fridge after 4 service calls and in the past 12 calendar months, I have only made 3 service calls. This is a undue hardship and a medical health risk. This seems unlawful. There has to be something that can be done. I am seeking assistance for a much more feasible solution.

Since august 23, 2019 a repair order was placed and an appointment was made. The repairman arrived and accessed the problem, the air condition
needed parts, but had to order parts such as a compressor, condensor
valves and labor which totaled $773.41. Sears policy is they dont replace
items, they are to be repaired. The point is that they have them in stock for
$389, its cheaper to replace than repair.

The point we are trying to make is that we are 86, 84 years old living in
san antonio texas where the temperatures are daily in the 100's. Today
sept 9, 2019 sears advices parts are back order and don't know when
they will be available.

We sent an e-mail to corporate headquarters, not yet received an answer.

We have an agreement until 2021. The parts and labor are not charged
but we have to do without air condition until sears feels like to do at their leisure time.

Raul saldana
PHONE N0. [protected]
6503 fruitwood st
san antonio, texas 78238

I purchased a Kenmore Elite 6.2 cu ft washer three years ago along with the protection plan. The washer completely stopped working three weeks ago. I called the number and scheduled a service and verified they had the correct address. They sent the technician to the wrong address and he would not come to the correct one. I had to take a day off work in order to wait for the technician. After being transferred round and round for no less than two hours, they scheduled a technician to come out the following Tuesday. Another day I had to take off work. The technician (a third party) came out and said I need a new control panel and main board and it will be 7-10 business days before it arrives. Two days later the third party called to say that Sears will not authorize the part ordering and they need to send out a Sears repairmen. I called Sears and spent literally two hours (according to my call logs) and they said a SEARS repairman would be coming out on Monday. (A third day to take off work). The next day I received a call from the third party technician who said Sears assigned the new service call to them and they cannot do the call because Sears will not authorize the part. Additionally I missed a call from Sears who left a message saying that they are coming out on 9/26 (almost a month away). When I called back to "confirm" they were of course closed. I called Saturday morning and was on the phone with them being transferred round and round for 3 hours trying to get a sooner date and they kept insisting on Monday sending the same third party or trying for around 9/26 but the system will not let them book it. This morning I received texts cancelling today's service and I am now going on 2 1/2 hours being transferred around. I spoke with the third party service tech and he said that he is 100% certain what is wrong with the washer but sears will not let them order it. I am now thinking of small claims court. I am a single mom and have been without a washer for three weeks and by the time they send out their own technician and then order parts it will be over a month. I cannot keep taking off work and I cannot keep spending two hours at a laundromat (plus the cost of the laundromat) to do laundry. When I ask for a manager or supervisor I am told there is none. I would like my washer fixed this week or replaced. This is unreasonable and unconscionable (especially the amount of time on hold to deal with Sears).

Similar to other complaints, I have a fridge from Sears and schedules service which was scheduled 8-12 AM. I called at 11 and was told that the technician will be there before 12, I called again at 12:15 and was told that the technician will come between 1-2 and the technician will call me. Still that didn't happen and nothing from Sears. I called the third time and asked to speak to a supervisor still nothing from their side and was told that The supervisor will call me. Called a 4th time and nothing again from Sears. Pretty disappointing. I want to know my rights as they are not servicing the fridge bought from them.

• August 10: Dishwasher stops working
o We call Sears Repair. Sears Repair diagnoses the issue over the phone and schedules a repair technician to come on August 19th to fix the dishwasher.
• August 19: Sears repair technician appointment #1
o Sears technician inspects the dishwasher and says that the motor needs to be replaced.
o He orders the new motor and makes a new appointment for September 5, 2019 for the motor to be replaced.
• September 5, 2019: Sears repair technician appointment #2
o Sears technician arrives at the house and upon inspection says that he doesn't have enough time scheduled to replace the motor. He says that the previous repair person stated in the notes that the job would only require 1 technician for 2 hours, but really the job needed 2 technicians for 4 hours.
o During his visit, the repair technician unhooked the hot water in the kitchen sink and started taking apart the dishwasher.
o Repair technician received a call from his supervisor telling him to stop work and reschedule for another day.
o Technician scheduled repair for September 18.
o We then called Sears Customer Care and requested that they repair the dishwasher before the 18th. The Customer Care scheduled an appointment for September 13 instead of September 18.
o The repair technician left the parts inside the dishwasher but left without reconnecting the hot water to the kitchen sink.
o We realized there was no hot water at the kitchen sink later that afternoon after the repair technician had left.
• September 6, 2019: Sears Customer Care
o We called Sears Customer Care to get someone to come out to turn the hot water back on at the kitchen sink.
o Customer Care gave her the phone number for the 3rd party warranty company
o We called the warranty company and they said they would send someone out that day between 10am - 2pm.
o We received a confirmation email that the September 6 appointment had been set.
o Repair technician never showed up on Sept 6.
After an entire day on the phone with Sears "Customer Care" who hung up on us multiple times and kept pushing out the schedule from Sept 19 to Sept 26 and said they couldn't even get someone to come reconnect the hot water in the kitchen sink until 20 days after THEIR technician unhooked it!
We finally ended up having a local plumber come out to reconnect our hot water which was $153 - but at least we have hot water to wash our dishes while we hire somebody other than Sears to fix our dishwasher. : (
NEVER EVER BUYING ANYTHING FROM SEARS EVER AGAIN!

Three years ago I purchased the Kenmore "Pro" Appliances for my kitchen. I put "pro" in parentheses because these appliances have NOTHING to do with the word pro. First, the microwave died. I called into Sears and they said that it was out of warranty, so I could purchase an extended warranty that would over the cost of the technician coming out. At first the technician tried to say it would cost 600.00 to fix the microwave even though I had purchased an extended warranty; finally, after much back and forth it was agreed that I did not have to pay the 600.00 and the microwave was finally fixed two years later. Second, the dishwasher broke on me and needed a new part. I called Sears and the customer service person was totally worthless, so I had to call a local repairman to fix the dishwasher. Third, the vegetable crisper tray just fell apart on me and I had to buy a new one. Fourth, the freezer kept freezing up and I had to spend about 400.00 fixing that. Fifth, the oven just died on me and it needs a new control board that is going to cost me about $500.00. This is complete and total false advertising, as a product line that costs almost $15, 000.00 should not be breaking every six months.

9-06-19 (today) I called Sears to complain and request a refund, and was transferred to the "protection" department, and of course it is telling me they have high call volume, and after being on hold for 30 minutes I hung up.

I order a key for my toolbox and got emails for three months saying a simple key was on back order. I called several time and was finally told after the 20th fine call that the on back order emails meant they can't get the part. Now I know that it's less than $20 but it's the principle. You can't just steal money from hard working people. I have called the call center several times and customer service refused to connect me with a supervisor. I keep getting the run around saying your money should have been refunded soon . Three months and no help and no refund. Also the call center is not even in the United States. So basically Sears will rob you and there's nothing you cans do.