Sears
Reviews and Complaints

Continuous problems with ice maker. Numerous technicians s over the years. Technician came to our home early thursday. Ordered a new part which is fine. That's the norm. However, he left our water dispenser hanging & not usable. I called him within 5 minutes after he left. He confirmed he did not intend to leave it in that condition. He assured me he would return after his next appointment. He did call to say he was running late which was fine, but never returned. I called again early this morning to make sure someone would be back out to put the dispenser back together. No phone call, no one showed. Called complaint phone number. Promised that someone would call within 48 hours. Not sure that will happen. Water issues in our community making it unsafe. Wind chill below 0. Out to buy bottled water. No one seems to care that they left us in worse shape that they found us.

Sears has ben servicing this unit, at least for the last 15 years, refrigerator quit cooling, we lost all the food, NOW, the model/serial is unreadable, it got erased because the door gasket has been ALWAYS(for fifteen years) pressing and rubbing the plate where those numbers are...NOW Sears does no want to pay for the lost of food and for a new unit...They think it is another unit...What a disgrace! And what a cheap detectives they are ! Thanks; Diego Encinas.

4 transmissions with oil leaks. one plug left in, two reserviced unit new one today.
3 clutches one lasted 2 weeks and split in half so they say.
11 months of issues out of 19.
3-4 no shows
They have spent 595. today working on it and at least that much in last 19 months
Sears has no dollar financial sense.
We are 2 people, never do large load, no pets, always small or medium no blankets, coats or large items .
The machine has been under master protection since about 09. It has seen its better days I guess
we have 2 years left on our protection agreement.
Repair people don't understand why they don't lemon law replace this.
The website says 3 visits but paperworks says 3 separate failures and there is a lot of funny talk on how it really works
its a scam. I would join a class action lawsuit if anyone has one in the works as I am tired of this.
Leg breaks and I have to pick it up to level it before each load I think its why its off balance so much as its stripped out.
I give up.

Please call me! Tried of not get anywhere! I now have migraine and high blood pressure from this. More than $500 in food spoiled.
I spent close to $4, 000 on appliances, went to put something in the new freezer! All
My food (grass fed meat s, plus fresh from garden) now not frozen! I'm so disheartened. Just stopped working. We were expecting to last us rest of our life at 70 years old.
Please pay for food, fixing and at least 10 years warranty. Kenmore should last that long.
Temp. Said -1 degree. Thaw food. Trusted sears kenmore, what happened to quality?
January 17, 2019
[protected]@gmail.com
Debra and tommy shipp
New number [protected]
Old number disconnected - I [protected]
960 rec clay park rd. S.W.
Cleveland, tn 37311

To add I can't even send. Spending hour back and forth. Signed up, said it was taken and try to login, said name taken, then tried to reset said no email by that.

Please help us. Bought a brand new refrigerator on Dec 16, 2018. Does not work since we got it home for my Christmas present. Was so excited and this has been the worse gift ever. Tech came Dec. 24. Need a part. Ordered part. Found out the part is on back order. We had cancel our Christmas dinner plans with guests. Told by the Sears Protection dept if the the part was not delivered by Jan 14, arrangements would be made for replacement. Called Replacement dept. Told they to try and find the part locally. We would need to wait another 7-10 business days. You would think they would try that first when they saw it was on back order. My husband just called the Tech Support dept to make sure we not being scammed here. My husband is legally blind and we had to borrow a friends mini refrigerator and put I garage. We have to outside in the cold for water and his medicine. We are exhausted and drained now. Either replace this malfunctioned appliance or pick it up and refund all of our money.

To whom it may concern,

I brought my car to sears auto center for oil change and tire rotation because a trip. Once the service was done, I found that a part below the drive door pop out. Told the service guy and he admitted that he sat on the side so it happened. Then he pushed the part back. So I drove off and then started hearing loud noise from the rear bake. It was not there so I drove back to ask them to check. Now they are telling me the noice was there when they drove it before the service. BUT it was no noice when I came in or they never mentioned it there was noice before any service. I belive they should fix it without charging me because it is their fault that they may hit the caliper while rotating the tires accidentally or else. They told me that they can fix it but I need to pay for it which is their fault.

I have been going to Sears for tire rotation for years, these are the second complete set of tires I purchased from them. No issue before only they would make recommendations for major repaired once awhile which may not be necessary.

I'm hoping sears auto center will fix their mistake for me not with my cost to pay.

Best regards,

Patrick

I purchased a Sears Home service Warranty plan. We have two washer's and I pay to have both covered. Our first washer went out in October and we were not able to get a service tech out until November. He ordered parts and a different service tech came to install them. We were informed electrical did not work. When I got home I reset GFI on machine and it worked, however, front door began to leak. Service techs came out in December but did not fix machine. I stayed on phone for over 4 hours to set up a new appointment on January 11th for both washer's, since second washer was leaking. Technician came out and walked off job because he did not want to deal with first machine. He said he had no service appointment for the second machine so I was out of luck. 7 hours on the phone with Sears Home Warranty, A& E Service Technicians and Sears complaint department determined Service appointments may not be nonconcurrent therefore I have had to set up appointments two and three weeks in the future. Realize we do not have a working washer. It appears that technicians will only work on items they can fix fast. They are rude. Sears system and training make it hard to solve problems. I had purchased Service Plan because of Sears reputation. My experience is you will need to wait months to get repairs made and they appear to wear you down by not showing up or canceling appointments.

Sad!
Matt

I purchased boots on-line. I needed to return and followed the on-line returns as specified, then returned them to the closest store with the promise that I would be credited within 5 business days. Have have tried everything and keep hearing this will not be a problem. Nothing yet, it's been almost 3 weeks. I spoke to the store and a manager was supposed to get back to me. How can I fix this?

On Nov. 13 2018, I had the delivery service return a range to Sears warehouse. Sears has not refunded me . Over a$1000.00. I have emailed and spoken to dozens of Sears customer reps and I just get the run-a-round. Nobody cares I guess because they are going out of business. I need this refund . We are seniors with a fixed income. I can't afford to give away over $1000.00

Buyers Beware! After confirming with SearsPartsDirect associates that products were in stock, I ordered the parts. When following up 4 days later for my tracking number I discovered the parts were on backorder. They refused to cancel my order and refund my $441.64 withdrawn from my account for the parts "in stock". After 10 days and greater than 20 phone calls later, they refuse to cancel my order and refund my money for parts they do not have. Each phone call resulted in a different story about my order from their associates. They have NO customer service leadership or dispute resolution options for consumers and they told me they do not have the ability to cancel orders. Today they tell me I have to wait to receive the part and after I receive it then I can send it back and they can begin to process a refund. When will that be? Nobody really knows. They stated today that the manufacturer shipped it to me directly but were unable to provide me with a tracking number. After contacting the manufacturer of the part, they confirmed with me that this is simply not true and they have not shipped anything to me because that would be the responsibility of SearsPartsDirect, not them. This is the most deceptive business I have ever had the misfortune of dealing with and they have consistently been deceptive with their practices and fraudulent in taking my money for parts they knowingly did not have and still do not have! Avoid SearsPartsDirect at all costs and save yourself a lot of stress and money!

I love sears, probably my favorite store ever. If you guys figure out a way to speed up checkout you guys would be at the top! It's torture when you go in there. For years I've gone in and spent infanate amounts of time just waiting in line. Now I just walk out and come back later...everyone wants everything at their fingertips these day I guess but seriously it's bad. Today there were 3 people in line and I gave up after 15 min. This is a regular occurrence though. Seriously I will shop there till the end but I honestly hope there isn't one. Your stores are great and I wish you success. Just a comment from a usual customer. Carlsbad, CA store by the way. Thank you!
Rick Dahlem
[protected]@sbcglobal.net

I purchased my refrigerator at the end of Oct 2016. Within the 1st month I started having problems with the ice maker. Water would drop out of it and down the front of the stainless steel. They came out 3 different times from Nov-dec and finally they replaced the ice maker. It worked for awhile and over a month ago it stopped working all together. I have the extended warranty however after taking the afternoon off from work the tech called me at 3:45 and said he would not be able to be here until 7-8pm. I will not be able to be here tonight so now I had to reschedule for Jan 9th. This is absolutely ridiculous. No wonder Sears is going out of business they have the worst service that I have ever experienced and I wish I wouldn't have bought anything from them.

I have the master protection agreement - which fully covers my washing machine of everything. Washing machine broke on Dec 1st. Waited 1 week for a repair person to come out. (Who would want a warranty on an appliance that you have to wait a week to get someone to my house? If I didn't have an appliance they could come out sooner. I didn't know that when I purchased the warranty). Repair person incorrectly charged my husband for a visit and quoted a $533 repair, even though he stated we had a warranty. Called the company and scheduled another appointment...in another week. Apologized for the incorrect bill, (but have not refunded me yet), and I was assured it would be fixed next visit. 2nd visit - the guy looked at the washer, saw some parts were recommended and said until they arrived he could not fix the machine.
Ordered the parts, and was scheduled to have the repair on January 3rd...next date. I called to complain that that was ridiculous...on a washer that is used daily and was moved up to December 19th.
A 3rd person came out, now 3 weeks without a working washer that has a MASTER PROTECTION AGREEMENT. This repair person found out we have a warranty, declared the machine fixed in an hour. He happily left with the parts ordered. When asked why he didn't use the parts, he said they were not needed. There was a sock under the drum and that was the problem.
Interesting that if I didn't have a warranty, it would have cost $533, with a warranty, only a sock needed to be removed. One has to wonder if the $533 repair was bogus in the first place.
Three weeks, three different repair people, three days I had to take off work.
I am still trying to get my money back for the incorrect charge on the first visit. Would never recommend this company. Constantly playing games and not honoring the warranty I purchased.

Today 12-17-2018 I had a sears service repair tech look at my Kenmore Elite refrigerator model no #795.72482.411 that I paid $ 3066.04 for and the compressor is bad, that is still under warranty, he said the circuit board should be replaced as well for compatibility with compressor replacement, circuit board is not warrantied, cost $ 650.00 for total repair, called LG for a concession request to cover cost they referred me to Kenmore. I went to sears got a manager to help us and after 2 and a half hours later Kenmore hung up the phone on the manager .He was basically given the run around, and talked to several people. So I have a $ 3066.04 broke fridge that is one month shy of 3 years old that I can't get any help to get it fixed. I understand what is covered under warranty and what isn't, I could spend the money to get it repaired but LG knows about this problem with the 3 numbers of the model number that start with 795, so if I spend the money to get it repaired who says in 6 months that I will not have the same problem, because it will be replaced with the same components that we are having problems with now. This is LG's case no# for us per our phone conversation at sears with the sears manager CNN181217237012

Scheduled appointment for technician to diagnose problem with Maytag top load washer. Appointment date was Saturday December 15, 2018 between 1 and 5 PM.
At 6 PM still had not gotten call confirming tech on the way. Did not receive call cancelling appointment. Had rearranged my schedule to fit appointment time.
This is the holiday season, and worked to fit this appointment in. This was a no call/ no show... what kind of customer service is that? I worked for Sears Holdings as a ZMAP based out of Hoffman Estates from 2015 as Safety Manager for Districts 6141 and 8254, which transitioned into the ZMAP position working under Steve Starner who was Regional, until being "let go" at the end of January 2018. There are hard feelings on my end, but thought I would call for service. Wonder why you are going down the tubes other than Lambert's greed? The fact that you offer a service and then can't provide it! I know who my technician was to be on the 15th- Ray Seyerle, a manipulator of the Gant.

Sears Kenmore Elite washer purchased 2005.
I have had 5 service calls over the past couple months and delay upon delay to get repair due to parts not being sent to me as required by their method. Upon one visit the tech damaged the floor by dragging the machine around and spreading every tool he had in his possession across the floor. No tarp or cardboard was used for protection. I put in a claim and sent photos to the third party insurance adjuster and agreed to the (small) settlement for damage. Another visit the tech did not hook up the bleach dispenser hose and I had water on the floor. The itemized receipt of parts and labor over 2 of the 5 visits totaled $2, 450...much more than a new machine . The last visit on Dec 12 the itemized receipt had $0 listed under the three parts which were a clutch, a timer and a tub ring. I believe they made the change so that customer doesn't compare the cost to a new appliance. Under the Sears Home Warranty Agreement, if they can't fix it or the parts are no longer available, they replace the appliance. My washer still stops in the middle of the final spin cycle which was the problem I called about. I will live with it and respin the clothes since I need time to recover from this frustrating experience...

We purchased a Kenmore Bottom Freezer Refrigerator with French doors in November 2017. In June 2018 we noticed that the left door had dropped and would longer latch into the slot that allowed the doors to close. We called for a repair and were given an appointment. The day of the appointment came and went and when called they said they had changed the date to a week later from the hours of 1-5. We had received no call about his change. The technician finally came and had a very difficult time getting the door to lift back up to where it should be but he did finally get it to work. Well...the door is doing exactly the same thing despite our efforts to remove items, like milk, from the door thinking the weight might have been part of the problem even though we were assured that wasn't the cause. I have called service repair and because we elected not to buy an extended warranty they feel we should pay for this ongoing issue. If it was a different problem than this ongoing issue I would be happy to pay for the repairs however this is a problem that we've had with a new refrigerator. We purchased a Kenmore because we have always been pleased with the quality of their products. When the repairman tells us that he hasn't seen this issue before and really struggled to get it fixed that tells me there is something wrong with the unit we received. My daughter has a brand very similar to this one but made by another company and has never ever had issues with her doors during the three plus years she has had the refrigerator. I don't feel we should have to pay to repair the door every six months on a refrigerator that is a little over a year old! Why should it be the customer's responsibility to fix a recurring problem in a new appliance? If you buy a car and there is an issue that occurs during the warranty period and they don't figure out how to fix the problem they will repair the issue at no cost to the customer because it is an ongoing problem that was brought to their attention during the warranty time. We are totally disgusted that we elected to choose what we felt was a top line product from a reputable company/brand.

On 10/18/18 my fiance and I purchased a wedding ring as it's what we could afford right now. I purchased the lifetime care plan and left the store elated and excited. About a week ago I noticed a small stone missing from my ring. I immediately went to MyJewelryRepair.com and filled out all the required information so that I could ship my ring and have it repaired. When I clicked next it said in red, "no warranty exists for this product". I have called Sears Customer Service and N&G Jewelers who does the repair and no one can help me.
When I call Sears they don't know what to do and N&G Jewelers reached out to corporate December 5th and still have yet to get an answer. I love my ring and feel so frustrated and emotional as all I want is for it to be fixed.
I called the nearest Sears location and was told a manager would call me but he never did, I have called them now several times and get no answer, I even left a voice message on the answering machine. All I want is my ring fixed, can anyone help me or offer any suggestions that I haven't tried?

My dishwasher went out before Thanksgiving the repair guy came out and said he would order a part it would take 3 to 5 days today is 12 December and I just received the part now I am being told it would be 7 January before the repair man will be out to repair the dishwasher everyone in anyone that reads this message please do not order no parts from sleeve you can see by the bankrupt thank you