Sears
Reviews and Complaints

In 2014 I purchased a Sears Diehard Gold battery that had a warranty for free replacement in the first 36 months and proration for the next 36 months after the purchase date. Recently the Diehard Gold battery failed during the 72 month warranty period but Sears now indicate tha it will not honor the prior warranty and only repeats its new policy of free replacement if a Diehard Gold battery fails. witin 36 months of the purchase date.

I purchase the Kenmore Elite Refrigerator from sears on July 4, 2016. Just last month (4/2019) the fridge stopped working. It is not cooling at all. Due to the fact that the refrigerator is still under warranty, all repairs must be done by a certified sears technician.

I have called Sears to schedule a technician to see it, but there are none within the area. I was told to call within 24 hours. 24 hours later I was given the same message, please call again.

After 4 weeks of none stop calling and being transferred to various departments I am still trying to schedule an appointment. How is this acceptable. At one point I was given a case number with my issue, but when I called back inquiring about my case status I was told they couldn't pull up my information. At which point I gave them my case number and the representative said that he could not pull it up with the case number. Then why did they give it to me!

I am so sick and tired of calling every week to get someone to check out my refrigerator. After the ridiculous amount that I paid for this piece it didn't event last 3 years. I have been a loyal sears customer for over 15 years and have never had so many issues with a product. This experience has been extremely stressful. I just want to get the refrigerator fixed, but this is never going to happen if I can't even get a technician to check it out.

At this point, I am highly considering purchasing another fridge (but defiantly not from sears).

Dissatisfied customer-

Virginia Flores
[protected]@yahoo.com

On Tuesday, May 21, 2019, a Sears Repair Service tech came to inspect my Samsung front loader washer. It was wobbling and making a knocking noise on the spin cycle.
The tech turned on the machine, saw the drum was wobbling and, without further inspection, told me that it wasn't worth fixing because the drum support was cracked and the replacement part cost $900+ and the service charge would be $250.
Because my machine was out of warranty, the repair would cost $1, 200.
A brand new unit is on sale for $690.
I took his word for it, although it sounded strange that a part would cost significantly more than a new machine. So, on his advice, I purchased a new machine.
Still bothered by his numbers, I later Googled Samsung parts and found no part that cost $900.
I also discovered that there were several causes of the knocking noise including shock absorbers - a $40 part, or drum bearings, etc.
How can the service tech determine what's wrong with the machine without inspecting it? Does he have x-ray vision?
I called Sears repair and am having my machine checked again. I'll put my new purchase order on hold.
If I find that my machine can be repaired at a much cheaper cost, I may sue Sears Repair Service and/ or it's local representative in Hawaii for deceptive trade practices or fraud.

We have a new sears washing machine at our vacation home that the main board failed in. Technician came under warranty and service contract but didn't didn't have part and ordered for delivery to our main home for us to bring to vacation home next time for installation, which never arrived. We arranged service for the next time we arrived and confirmed and re-affirmed in follow up calls that part would come with technician. When service called on appointment day, they had no part and did not come. Sears service then did run-around through multiple service supervisors for over 2 hours as they could not reach service rep, so we con-called the rep into service supervisor (why we could and sears couldn't I don't know) to arrange a solution...we now have another round of shipping part but there is no method for expedited service so we will await next time in vacation home. UNBELIEVABLE! This is not service and is not worth the paper it is written upon. Technicians are great but process and support is severely broken and exemplifies why this company perhaps shouldn't be in business.

Sears Kenmore Elite Refrigerator compressor failure/claim
1st compressor lasted 1 yr + 3 weeks. 2nd compressor lasted 1.5 yrs.

7/30/2016 Purchased Kenmore Elite Refrigerator 795.73167.610 from our hometown Sears store in Watertown, WI for $2, 426.49.

8/03/2017 Compressor failed, part (only) was covered by Manufacturer 10-year warranty.
10/03/2017 Compressor replacement work completed. Was told it took this long to complete the repair because the part had to come from Korea. ?

4/22/2019 Upon coming home from a one-week vacation, our food was thawing and the ice in the ice maker above the water dispenser melted and drained onto our wood floor, warping the boards. Our floor needs to be refinished at minimal.

4/23/2019 Sears Tech, Julie, came to our home to assess the problem. She assessed that the replacement compressor had failed and was NOT covered by the 10-year warranty. She said only the orig compressor is covered by mfr warranty even tho it's less than 3 years into the 10 yr warranty on this type of failure.
This Sears Technician, Julie, recommended NOT replacing the 2nd compressor since it's a sealed part, costing over $1000.00 and we'd run the risk of the sealed part being contaminated when exposed for the 2nd time. She recommended we replace the entire refrigerator! We're very upset that Sears does not cover the 2nd failed compressor since we were told the ‘compressor' was covered for 10 years. There is nothing in writing explaining this issue. We feel this issue should qualify for a class action law suit as we feel we were misled, at minimum, when purchasing this refrigerator. We've been told by several other appliance repair companies in the area that they cannot get this part to do the repair even if we would want to replace the compressor again.

Additional comment:
Sears Tech replaced the original compressor 10/2017. When she called on us to assess the problem 04/2019, she stated the refrig was not balanced and said it was leaning forward slightly. She said if the fluids were not able to flow properly in the system, it could cause major problems.
SHE absolutely should be responsible for this failure since she failed to balance the refrigerator in 2017 upon completion of her work/repair. She NEVER mentioned then, nor did the initial installers, or anyone else, EVER tell us to balance the refrigerator! No one we've discussed this with has ever heard this as well. We honestly feel she/Sears should be accountable for the failure of our replacement compressor!

At the beginning of 2018 I needed a repair on my dishwasher that I bought at Sears that was no longer in warranty. Keep in mind I've always had a good experience with Sears so when I was talked into this home warranty I thought it was a good deal. Keeping in mind I was on speakerphone with my husband when we decided to do this we were told the warranty would be for one year and it would be for 3 payments of 49.99. Yes I should always check contracts and yes maybe I didn't pay enough attention but as a lifetime customer I didn't as I've never needed to before - my bad yes for trusting them. Well when the 4th credit card charge showed up I called them asked why they're charging me more than what I was told it would be. This is the 1st "bait and switch" part suddenly we're now talking about 12 payments instead of only 3. I got the generic I'm sorry but this is our warrantee basically shame on me for not checking the contract when they sent it to me instead of shame on them or misleading me. My husband was on speakerphone for this conversation as well (we run an accounting firm and we work from home so it's not a stretch to do this). We decided OK let's just do the 12 payments we were assured it was only for a year and even their contract has an expiration date. Well let's just say when the 13th charge showed up I called the credit card and had it reversed and blocked. Then I started getting threatening letters from Sears which was baffling to me so in the middle of my husband being in the hospital in multi organ failure I had to call them AGAIN to try and resolve this matter when I shouldn't even have to worry about it anymore According to their own rep during our last conversation. I was told by this rep that their contracts automatically renewed and that's their policy even though the previous rep told me it didn't automatically renew and it would be done at the end of 12. Oh dear lord what else can I do to try and handle things correctly when they keep changing their policies on me without my knowledge. Well after they heard the situation I was in then they seemed genuinely sympathetic and assured me I didn't need to worry and the non-authorized auto renewed was canceled the contract was voided and again added me I had nothing else to worry about and we're sorry about what happened because I made that clear they lost a lifetime loyal customer because of everything they've did to me. I was crying during this conversation because I'm having to call when my husband's in the hospital and realizing it's a miracle he was even alive. Well last week ( mother's Day) I finally got a chance to catch up on all of our finances and surprise surprise 2 days after I was told I wouldn't have to worry about anything 2/days after I called in yet another effort to try to resolve and do things the right way my credit card again was charged on 4/13 for 49.99. The last conversation I had at the very beginning before we even talked I made it clear I was recording the conversation for my protection and the representative didn't say a thing it wasn't until I got to explaining the bait and switch part that he suddenly stated he didn't authorize my recording him - so I stopped but it was after he had agreed on the recording that he agreed this was this was canceled and I should not have any additional charges and seemed genuinely baffled that I had gotten one . It's really sad I hope it was worth it To do this to a life long a loyal customer. And yes I will take responsibility for my part in this which to me was trusting them.

1st sears tech said it was the mother board (There was a green light blinking 2 times quickly).and gave me the part number, so I ordered it. DIY sent me the wrong part. Reordered it and they sent the wrong part again. Ordered from sears parts direct, and they sent me the part I ordered, but the service tech gave me the wrong part number to order. I reordered the correct part and installed it. It worked for 2 days, and then acted the same way the original board acted. The bottom freezer wasn't cold enough and the ice was melting and dripping onto the floor. Called sears and scheduled another appointment and had sears parts direct send me another board. The 2nd tech came out and installed the mother board. Acted the same way the other 2 boards acted. He said that the boards were refrubished and it might taked 3 or 4 boards to get one that works. I ordered another board installed it, same thing. Called sears and scheduled another appointment. I alos ordered 2 more boards just in case it was a bad board. The 3rd tech came out and looked at it and saw the green light blinking on the mother board. He said it was a stroke fault and ordered a linear compressor. he scheduled another appointment to have it installed. The 4th sears tech came and said that the linear compressor ordered was the wrong part and he couldn't install it. He ordered the correct part and scheduled another appointment. The part came in and the 5th sears tech installed it. Didn't seem like he knew what he was doing on this model. It didn't work and he said he had to order another linear compressor. At this point the refrigerator didn't even cool down. The 6th tech showed up and now there the green light on the mother board was blinking 3 times quickly. He didn't install the linear compressor, but tested the new part here and one that was on his truck. . He made some calls and ohmed out the wired harness. He said that the wire inside the cabinet was broken and it couldn't be fixed. This just didn't make any sense to me because it was cooling, but just not cold enough, before the compressor was installed. I asked him it I could bypass the wires in cabinet after he left just to see if that was the problem. ( I knew he wouldn't be able to do that). He said that if I did that I would have to rewire the linear compressor, because he didn't put the wires back on the compressor. He also said that linear compressor tube was pinched and it would cool. I should have had him fix it then, but I was takken back a little bit. I called sears to have a tech come back out and install the compressor correctly because I still want to test it because I don't believe them now after 6 visists. I scheduled the appoinment, and then they cancelled it, I rescheduled it again and they cancelled it again. He I sit with a $2400 refrigerator that doens't work. More importantly to me is the amount of time I had to spend dealing with this issue.

Purchased in July 2016, ice maker went out 7/5/2017 now 5/15/2019 the entire refrigerator went out while on vacation 2 days ruining $500 in food...
Very expensive refrigerator because it had to be Counter Depth unlike our 1st Kenmore Elite that lasted 18 years.

Warranty should send compressor if thats the problem. Need help I know Sears is in bankruptcy so sad but now I see why! I guess a Class Action Lawsuit wouldn't be prudent given their status, all I would want is my $3500 back forget the food!
Joanna R Nix 205.966.9627 Hoover, AL

Ronald Thompson 2303 N. Longwood St, Baltimore City Md. 21216
My repair Tech. told me to get an electrician and an exterminator before he could come back to my house to fix my washing machine. I was told that roaches ate the electronic control board and that I need to pay for a new electronic control board. I got another repair man and was told by him that electronic control boards goes out all the time no sign of roaches no sign of roaches eating the electronic control board and I did not have to get an electrician. my E-mail is [protected]@verizon.net

I have a fridge that is under warranty and needed a repair (compressor bad). I paid nearlh $450 for labor and it has not been fixed. I have had 5 techs out and each one fils to repair it. The customer service is horrible. They can not keep an appoitment. Then also hang up on me when I call. It is the most frustrating thing ever. They should be shut down as a company. They have taken my money and ran. I have no resolution to the problem and nobody at their customer service dept cares. At this point the money I spent has been stolen from me

Kenmore washer have a problem with rusting on the underside of the cabinets. On May 7, 2019, I paid a Sears repairman $99 to correct the "rust" problem with my washer. The repairman told me it would cost $381.77 to repair the rust problem and I would have to pay it in addition to the $99 service charge!. Sears should make this repair at no cost to me since washers by their nature are using water and should not be rusting? The repairman person told me that the rust is occurring because Sears "painted" the underside of the cabinet instead of using baked-on enamel which would not have rusted. Since Sears made more money by using the cheaper method, Sears should make the repair at no cost to me and refund the $99 service charge. Appreciate a reply. Martha Lambert 936 Virginioa Ave., Virginia Beach, VA 23451

Our Kenmore Elite refrigerator purchased in 2016 quit cooling. We called and set up an appointment with Sears Repair. The service technician said that it needed a new compressor. My 82 year old mother wanted to wait to talk to me. She was told that was not a problem she could call in with her decision. She paid him $74.00 When we called back that same afternoon we were told the service call had been closed and they would send someone to tomorrow to do the exact same thing as today and order the part. We would again need to pay $74.00. I asked couldn't we just order the part because it was to be sent to our home anyway. I was told no but they would cut the fee in half. I requested a supervisor who told me the same thing. I requested her supervisor and was told there was no one over her. I then called Sears Holdings corporation and spoke to customer care who referred me to the warranty dept. No one was able to help. Every person I spoke to asked for my number, looked up the file of the service call and knew exactly what the technician had found. I find it impossible that in this computer age every single person I talked to knew exactly what needed to be ordered. This is the last time I will call Sears Repair as I feel this nothing less than fraud. My email is [protected]@gmail.com

Compressor failed on my $3, 300 refrigerator after 5+ years of use and was told by Sears that they would send out a technician in a week. I found out that this problem is epidemic on these refrigerators from seeing information online and from speaking with the service technician that I finally hired to repair the unit. It is apparent that even if Sears had repaired the unit by replacing the compressor, it wouldn't last long either.
My service technician put a different compressor in the unit with a warranty for labor and parts. He has a proven repair method, that is less expensive than Sears' compressor replacement and that lasts. He does this repair often each week. Mine was the eighth unit he had repaired in 3 weeks with the exact same issue and the exact same solution.
Sears has essentially given up on having good customer service and is obviously going out of business.
I'd like to be a part of any class action suit against Sears relative to this issue.

Purchased refrigerator 8/26/16. It stopped working April 12, 2019 . Called repair service. Waited a week for appointment. When they came said it was a compressor and had to order parts. Installed parts on April 26 and they could not get it to work after three hours (It was a Friday 6:30 when the repair guy left). Next available appointment May 7.
THIS IS UNACCEPTABLE.

My husband purchased a Kenmore Elite washing machine and gas dryer from Sears.com in November of last year for my Christmas gift. It wasn't scheduled to be delivered until January 2, 2019.I didn't know about it until Christmas morning. I'm on my 10th service call since it was delivered. It has had a new control board, a new temperature probe and a new gas intake valve installed. It still isn't working properly. I'm on a first name basis with the repairman that come to my house. I have called corporate but haven't gotten any satisfaction. It should be replaced. It makes no sense to keep calling for it to be serviced. The last washer and dryer we purchased from Sears lasted 20 years. We only bought new ones to be more energy efficient. I have my daughters used Maytag dryer on a furniture dolly that I roll into my laundry room when my Kenmore dryer isn't working. I have to put a step stool in front of it and sit on it to reach the outlet to plug it in behind the washer because it's electric not gas. Can someone please explain to me why this dryer hasn't been replaced yet? We have other appliances that were purchased from Sears and have no issues with. I'm just done dealing with this dryer.

I would like to express my disappointment with the service that I have received from Sears Repair thus far. On April 3 a technician arrived to our home in response to the C-21 code flashing on my oven. He diagnosed the problem and said the motherboard needed to be replaced. The motherboard was ordered and replaced on April 15. The same day, when I attempted to use the oven for dinner, the oven overheated and the C-21 code returned. When I called to have another tech come out, I was told one could not come out until April 23—meaning I did not have an oven to cook Easter dinner and we had to spend more money on prepared food.

On April 23, another tech returned and informed me that the first tech misdiagnosed the problem. He said the problem was not with the motherboard but with the thermostat and said we had to order another part. At present, my oven is still not working. The tech who came on April 15, took our old motherboard without my permission. I would like it returned and I would like to be reimbursed for the new motherboard (due to a misdiagnosis).

Lastly, it is disappointing that Sears does not have a system in place for complaints. The only number available is an 800 number that appears to go to a call center in another country to associates who have no authority to help with customer service issues or complaints. Soon, it will be a month since I first called Sears. So far, I have a new part I did not need, I've paid more than $300 for parts and labor, and my oven is still not working.

Correspondence with Sears after first complaint--and still no resolution:
Dear Stacy,

Thank you for contacting Sears!
We truly apologize for the inconvenience caused. This is definitely not what we want our members to experience.

We have received your query for service for the SO# [protected], We wish to inform you that status for the service is "Waiting service" which was Scheduled 04/23/2019. Please contact us once service was done.
Regards,
Sara k
Sears Member Service

April 22, 2019. Technician came to assess/repair my dryer. He was pleasant and explained to me the issue — thermal fuse needed replacement. He did the replacement. Assessmt/repair took 20 mins total. Bill for service was $233.97! I was not provided with est. Cost before proceeding with the work so that I could decide whether to continue. I would never have agreed to this amount. I could have a neighbor replace this $10 part for free! I did not have a fair opportunity to make a decision — you state in your advertisement that technician is required to provide estimated cost to repair before making repair so I may decide. I was caught off-guard by this exhorbitant price for 20 mins work and a $10 (or less) part! I paid it but after reading your information that I should have had a chance to consider this huge cost before repair, I feel I am entitled to a refund of a good part of this huge cost I paid. What can you do to help me minimize this financial cost since I was not informed? James was personable but missed the most important step of telling me est cost ahead of time. Thank you for your consideration of my case. (district id: 8228) (tech id: 727446)

Absolutely disgusted with Sears. Needless to say I will not buy their products or services again in the future. I bought a Kenmore bottom freezer refrigerator in 2015 and also purchased the extended warranty through Sears. The sales associated really sold my husband on the fact they stand behind their products and are quick to service their products. In the past few months I started having problems with the unit. I called to schedule the repair and amazingly they said I had an appointment scheduled for the very next day between 8-5. Awesome, that was fast! So took off work and waited all day, finally called in the afternoon to double check on the appointment and somehow my appointment was scheduled and now it is a 7 + day wait until the next available appointment. So needless to say 3 week later I have a fully working unit again. Yesterday, I called because the freezer quit working again. Miraculously again, they had an appointment for the next day between 8-5! So my husband took off work today. I decided I would be pro active and double check on the appointment. Just so happens there is no appointment scheduled and it says I refused to set an appointment because they were too far out. What a lie. They can pull up the call records from the conversation and they will hear I did not refuse an appointment and they gave me one for today. Unhappy doesn't even describe it. They have once again taken money out of my pocket by lying! This company should be ashamed of themselves and their employees who lie should be fired and have to pay for my time they wasted. Sears is a disgrace to any American company.

I scheduled an appointment for April 19, 2019 to have my Kenmore washer and dryer maintanence service. Link: https://repair.searshomeservices.com/maintain_clean?sid=HSRxEm8888203342&utm_source=promo&utm_medium=em&utm_campaign=hsr-mnt&bxid=967174122 My appointment was between 10am and 2pm. The tech showed up at 4pm. I expained what I had ordered and he stated the only thing he could do was clean the lint out of my dryer and run a cycle on my washer. WHAT? I'm paying $149.99 for what? I explained again that what he was supposed to do. He vacuumed out the dryer in the front after I insisted he remove the cover. He then vacuumed behind the dryer but nothing else. He then ran a cycle on my washer and stated it was running fine. I pointed out that it needed to be cleaned. He stated he was a refrigerator repair tech and that wasn't his job. picutures below are how he left my washer. What did I pay for? NOTHING.