Sears
Reviews and Complaints

So back in April I had a minor issue with my oven, had a tech out and problem was resolved and paid via cc on April 27th 2018 and the $89.00 charge cleared on April 29th, 2018 I can prove this via bank records. Six months after the fact I receive an invoice that needs to be paid for $89.00 to Sears for the same service I already paid for. I dispute it and get it resolved supposedly. I was told I would no longer receive an invoice and it was a mistake via my last phone call. Now, I get an invoice dated Nov. 15th 2018 for the same charge I was told was already resolved. I call and they still try to say I owe $89.00. I refuse to pay them twice and they are threatening sending me to collections. This is by far the worst customer service I have ever seen. I will NEVER BUY OR RECIEVE ANOTHER SERVICE FROM SEARS AGAIN.

Sears Complaint number - 6094473
I purchased a Sears/Kenmore refrigerator. The compressor and condenser failed on the unit on October 13, 2018. A repair technician came to the house, charged us $179 and ordered the parts for warranty repair. 3 weeks later, the repair man came out, installed the new parts and left. He said it was working. We paid him the remaining $200 for the service call. The next day, the refrigerator was registering 60 degrees in the freezer. The new parts failed. The repair man came out 5 days later and said the unit could NOT be repaired. He called his management and they authorized a replacement. 8 weeks later we have no resolution. The "customer service" people in Manila tell me the approval for the replacement has been approved and I need to send a copy of the original bill of sale. I have sent them via emails and fax multiple copies of the bill of sale and they say they never received it.
I know Sears is going through bankruptcy, but they promised me a replacement and nothing has happened. I have all the paper work to support this claim. This is a typical email I get everyday regarding the case (6094473).

Thank you for contacting Sears Member Services. We appreciate the opportunity to assist you.

Upon looking into your case I checked the details that you have eligible for the replacement of Refrigerator. But we are unable to find the sales receipt to process your request. kindly FAX us the original purchase of sales receipt of Refrigerator to process your replacement request further. FAX number is [protected].

Sears appreciate your patience and cooperation in this regard.

If you have any questions or need further assistance, you may reach us at [protected], Mon-Sat 8am-9pm CST & Sun 10am-6pm CST.

Please help!

I have a new house with a home warranty from American Title.
My dishwasher broke, they promptly and politely set me appointment with SEARS contractor for Monday noon to 4pm. (Answer phone or they won't show).
I recieved recorded reminder from SEARS Sunday night.
I kept phone in hand all day.
At 4pm I called SEARS, lady said he is on his way.
At 4:40 I called SEARS back and was rudely told they aren't coming, how about Friday.

American Title Co. called Sears and were hung up on.

DON'T USE SEARS

I won't help them with their bankruptcy.

Angry and disappointed!

Sears tech has been at my home 4 times since November 3, 2018, & my dryer is still not repaired!
We are tired of parts being ordered & Sears cancelling initial order & reordering parts, & we are tired of waiting weeks for parts to be delivered! We are also tired of then having to setup repair appt & having to wait even longer.
We were without our dryer for the entire month of November! Found out last Friday that Sears should have paid for me to rent a dryer during this time. All I was offered (& I took it) was a check for $50 to help cover cost of using laundry mat! Really!
Everytime I called Mstr Plan Agree telephone # to get status of parts order, all CSR would tell me is that "order is in process". That rehearsed answer is BS!
We are also tired of techs coming to our home to install dryer parts & dryer is still not repaired!
We are requesting Sears submit a voucher to us for us to choose a new dryer to replace our current one that Sears has not been able to repair properly.

All our appliances were bought from Sears: Dishwasher, double ovens, refrigerator, microwave, cooktop, upright freezer, washer, dryer, full size refrigerator in game room, 2 bar refrigerators. When service has been needed in the past, techs were able to install new parts & correct the problem.
That is no longer the case. Sears customer service has been thrown out the window & all Sears wants is for customers to buy their appliances & Mstr Prot Agreements then give you the "run around" when service is needed. Having to call the Phillipines when you have an issue with an appliance is ridiculous.
Sears needs to give me a voucher for a new dryer to replace the one I have that they are not able to repair but I imagine that will take "an act of Congress" to get resolution!
Sears is definitely not the customer oriented company they used to be. Now all they care about is their bottom line!
Will be surprised if Sears contacts me to repair my dryer.

I'm going to make this short and sweet...
Never buy a mattress from sears! Pay that extra amount of money somewhere else because sears customer service could care less about your complaint! Saving you from a headache and heartache! Cs will beat around the bush and will drain you until you break down in tears trying to explain your problem! Say away from sears!

At sears I ordered drip pans, but do not fit right. was told I could not return at sears. had to mail it back to diy, no place on line address. thanks have order number for you. diy repair parts order #[protected]. [protected]@juno.com kenmore wb31k5024 range drip pan (chrome) for kenmore genuine original equipment manufacturer (oem) part$44.70 kenmore wb31k5025 range drip pan for kenmore genuine original equipment manufacturer (oem) part$16.57
Ssin: a028737476

I wanted to update my kitchen so I thought I'd get an estimate for refacing the cabinets and new countertops. After going through the finance options I declined them and told the salesman I'd just go to my bank and borrow the money at a lower interest. Well when I get to my bank they tell me that Sears open $14, 100 in my name. How did an inquiry turn into a line of credit ? This is very shady and now my debt to credit ratio is up and I have a new account on my credit. I was going to borrow the money to get the cabinets and countertops but with a new account I can't. Now after this shady business I will not purchase anything from sears !

We purchased this washer in 2014 and currently have an active Master Protection Plan. In the past year alone sears has been out numerous times to replace the same exact parts. We are currently waiting on our 3rd Motor, Actuator, misc parts to be replaced for a 3rd time within this year. We are told our contract needs 3 of the same parts repaired within a year to meet the lemon policy. This criteria is impossible to meet as Sears repair time frames have been greater than 32 days. Our current repair is scheduled for 12/18/18 which is 45 days from when the repair man came into our home on 11/03/2018.
In the last year we have dealt with wrong parts being ordered, forgotten parts being ordered and cancellations on behalf of Sears repair. We are also not always provided with a repair receipt when sears leaves. We have gone without this washer for more than 98 days this past year. This time frame does not include the times in which we called in the service order. We also do not have all the dates that they have been out within the year due to Sears leaving without providing a service receipt. This is just from what I was able to get from customer service and 2 dates I found in my file via online. This washer sits more being NOT used that used. Master Protection customer service does say that Sears has 21 days to repair a part to which we have exceeded each time a repair person has been out. When a repair person comes out to fix the washer they discover it cannot be fixed as a part was not ordered by initial repair person. For this reason Sears claims the initial service order has been completed and they start another claim from when they do get it correct.
I am beyond disgusted with Sears Customer Service and the Cooperation should be appalled. We are a very large family and pay $100 when going to the laundry Mat. This means in the past year we have gone 14 weeks ( that I can actually validate) which is $1, 400 being spent at the laundry Mat. This 14 weeks does not include the past years with this washer as well as the other times repair man has been out within this year.
Like most families money is more than tight and we go without necessities on a daily basis. Having to pay this much in wash this past year has been more than devastating to our family. Money saved for Christmas was spent doing wash.
Sears repair has given responses that make sense to them according to said contracts but the reality is they are thieves. The website for repairs claims great costumer service and gives multiple reasons why consumers should use them for repairs/extended warranties. I hope consumers do their research before purchasing anything through Sears or affiliated business such as Kmart.
It is common sense that consumers would NEVER purchase a product if said product could not be used more than half the year due to failure. Buyer beware and please do not use Sears to purchase any products from this Cooperation or affiliates. Their contracts are written to get them out of providing customer service. My kids will go without this year while these Cooperate Executives enjoy just 1 of their many homes this year. It is beyond disheartening to know that thousands of complaints by consumers are going unnoticed by Cooperate Executives while families are left out in the cold and going without basic necessities because of pure incompetence by Sears Repair Services.

We purchased this appliance in October of 2013 with a 5 year extended warranty. On November 23, 2018 I found the refrigerator suddenly quit working. There was power but it wouldn't cool. I called Sears only to find that the warranty had expired on October 22nd. I had 2 separate service people diagnose the problem and both said that there was a coolant leak and it could not be repaired. Apparently there is an issue with these refrigerators losing the coolant for no apparent reason. These refrigerators are expensive and used to be top of the line now you can figure on replacing them every few years. The Kenmore Elite dishwasher we bought at the same time was replaced 2 years ago, I'm very disappointed with Kenmore.

We purchased a Kenmore Elite Refrigerator directly from Sears several years ago. This is a LG unit branded to Kenmore Elite (model [protected]) This is a french door bottom freezer and we purchased top of the line and from Sears based on past experience with quality of product and service. We even spent the money (foolishly) on the extended service plan. Boy were we WRONG.

The unit has completely failed 3 separate times - first one with in 6 months of purchase, second in the year after that - that time they replaced the complete processor board/brain of the unit due to known issues. The unit has failed again now kindly out of warranty. Sears service has been terrible, they are challenging to get service scheduled, (first time it broke was 1 week before christmas and they told me they could see me in mid Jan for diagnostic!). They are quick to charge for service and diagnostics but slow to respond with resolutions. It took months to get parts and have them installed the last time.

Now we are out of warranty, the appliance has been marked by Sears/LG as recalled. DOE has filed against the energy star but I can't get answers or resolution - only offers to do another extended service contact for 50$ per month and initiation of 100$. One customer service rep said we might be eligible for replacement if Tech confirms. But then tech didn't seem at all like that was going to a chance in hell that would happen. Sears provided Tech came today - had no service history on the unit and then proceeded to say he couldn't even do the diagnostic with out it being plugged in for at least 24 hrs. No one at sears stated this was required! with the unit not working it is leaking water when running so we had un plugged it, Plus who the heck would keep a dead machine plugged in? Just begging for the motor to seize or something and burn down the house?! really Sears?

Being without the fridge is a terrible burden on our family - it costs us more in the food we had to throw away, the eating out we have to do since we can't keep any perishable foods and the added costs we will likely to have to pay to fix it.

A fridge is not a disposable purchase. You don't spend 3000$ to have this headache and to turn around and need to spend that in a year!

I get it shame on me for being foolish enough to buy from you!

WHATEVER YOU DO DON'T buy this fridge OR any appliances from Sears unless you like to stress yourself out and have money to burn.

BethC

We've had our Kenmore washing machine for almost 5 years and have had problems from the get go. Most recently though, it's not washing correctly. Called and got an appointment within a week. Tech was great but said he had to order parts. He even called me directly over the weekend to come out and try out something else to see if it would work. It did not, so we had to wait 2 weeks for parts. He got them and came over to fix the issue. I had just done all of my laundry at the laundromat, so it was a couple days until I did another load. Once I did, I realized it was still doing the exact same thing. Not washing correctly, making a loud whirl noise during spin cycles. Great! So I call back and get an appointment for another tech to come out. He comes out (I know this guy... he's fixed my washer previously for an earlier claim). He says it's this problem, not what the other guy fixed. He has to order parts and they'll be a while. Fantastic.. just what I wanted to hear. Call to make an appointment once all the parts came in and the lady on the phone says the earliest she can do is ten days out.. I tell her absolutely not! I've already waited over a month.. this is [censored]! Surprisingly, she has an appointment for the next day. The tech gets here and doesn't really know what's going on at all. He puts in the parts that were there and in his notes wrote ‘no water leak'... there never was a water leak! So he leaves and I go to do a load of laundry... now it's not working right at all.. now the lights aren't on when they're supposed to be, no washing at all, and soap still left on top of the clothes at the end of the cycle. So, not only is my washing machine not fixed after +6 weeks, but they're breaking it more! Never have I been so appalled at customer service. I've had numerous conversation with representatives and only one was pleasant and apologetic... it's not my fault that your product is garbage.. I purchased the warranty to protect myself from this. +6 weeks and counting... you've definitely lost a few customers over this. We'll see if appointment 5 after 7 weeks will do it... I'm almost certain he'll have to order parts.

Good afternoon,

I bought a new Kenmore Elite refrigerator about 5 months ago for $3, 000. For the past 6 weeks now, the refrigerator has not been working. I have contacted Customer Solutions numerous times and was given case number 6082465. I also spent 2 hours in the store pleading with the Store Manager Richard McGregory (Memphis, TN) to replace the unit but was told that only Customer Solutions can approve. I called Customer Solutions and they said that a replacement can only be approved if the Sears technician documents to "replace".

A Sears technician worked on the unit 11/19/18 for a few hours, called both the Stack department, and LG and stated the unit cannot be repaired and must be replaced. I called both the Sears benefit dept. and Customer Solutions this morning and they are awaiting notes from the technician to replace the unit. I was told by a technician manager that the refrigerator will be replaced and that a credit will be issued for a new replacement through Sears only. The replacement is currently being processed in another system and we need to wait 48 hours for a phone call. I spoke to a member of the benefits department who explained the replacement process as well.

In the meantime, my family spent the Thanksgiving without a working refrigerator. To make matters worse, we financed the unit through Sears credit card and are still paying for it.

My family has spent numerous hours on the phone with Sears Customer solutions. At one point, a Sears Customer Solutions Supervisor hung up on my wife. A separate Sears Supervisor was laughing at us when we called the line. We have lost well over $400 on groceries on two separate occasions due to this issue. Unfortunately, we won't be compensated for any food loss since we didn't purchase a protective agreement through Sears.

Our only ask at this time is for Sears to quickly expedite this issue for resolution We were told that Sears will issue a credit to allow us to purchase a new refrigerator although our preference is for a full refund. As of this morning, customer solutions is reaching out to the technician department for an update on the replacement. We were told to "wait another 72 hours."

This will be my last attempt to obtain resolution from Sears regarding this issue. Next steps will include outreach on social media networks and if needed I will have my attorney intervene. I also have contact with a local news channel in Memphis who would gladly share my story.

We have been loyal Sears customers for many years and are truly disappointed with the product and the followup customer service. Any assistance you can provide for resolution is greatly appreciated.

Sincerely,
Nader Khalaf
901.237.2031

I purchased a sears kenmore washer model # [protected]. I was under the impression that Sears had the best products. It is completely rusted around the bleach area. I followed the instructions of a rep, sanding it & used touch up paint. That worked for about a month. It is now rusting to the point a hole is coming. What can you do to fix this problem?

Since September, 2018, I have helped my elderly parents make calls to Sears to CANCEL their service agreement. They have way overpaid over the years for these, and now have decided they no longer want them. So, we have called and called, spoken to different person each time. They keep saying they will send this in writing within 7-10 business days, but we never receive the letter. Meanwhile, charges have been placed on a Sears Mastercard through Citi Bank and we cannot get this cancelled. My parents do not have this card, they cannot recall having this card, and this needs to be cancelled. I am their daughter, their POA because they cannot hear, mom has dementia and dad is on oxygen, I help them with their bills and such.
Thank you for any help you can give.

I payed $99 for Sears to come and diagnose the problem with my ice maker on my kenmore elite refrigerator. They told me that it was a broken icemaker and it would cost $153 for part and $361 for the labor. The service rep spent so much time on the phone I was able to look at the cost of the part from sears parts direct ($132) and the estimated time and difficulty of the repair (10 to 20 minutes to remove and replace the part). And chose to do it myself. Indeed it took a total of 15 minutes to replace the part, but that did not fix the problem. It turned out that is was a broken water intake value. Which I replaced my self.
Sears refuses to refund my $99 fee for incorrectly diagnosing the problem.
Never use sears service.

First - I have purchased numerous kenmore appliances in the past 40 years - in 2012 I bought a kenmire elite french door, freezer bottom refrigerator in stainless steel - it was beautiful - and I was very happy for a few months - but then I needed service - I had bought the extended 5 year warranty - so no problem - they came and told me they would replace it with a brand new machine - so great - in march 2015 it quit working - so I cleaned up the messs threw away a freezer and refrigerator full of food - called for service - they came and told me the system
Had failed completely and so - new machine - great - november 2918 - now my extended warranty purchased in 2012 for the original machine has run out - but the refrigerator is only 3 years old - again cleaned the mess - three away a ton of food - and called for service - I asked to use the kenmorr connect - one of the features I bought the machine for - is no longer used / it was a great feature - you called and then held a phone up to the refrigerator so it could tell the diagnosis - then when the technician came he would have the parts to fix the unit in one service call - anyway later I found out sears still supports the feature only if you have an extended warranty - grrrrr - I was never told -
So in the past 6 years I have had 3 kenmore elite refrigerators - high end and expensive / fail - I called customer service - where I got no service - they said to bad - I asked to speak to a supervisor - was told one was available - then I asked for a call back - later I got a call from lory - who said nothing they could do - she told me she was the highest level escalation officer for customer service - I asked where she was located - answer "off shore" I thought sears was an american company - so I asked for an on shore phone # and contact - I was told they could not give me that information - what - no phone contact in the usa for sears - no one to appeal to 3 refrigerators in 6 years and so sorry - nothing can be done but did I want them to come and do some new windows or home improvements - I was treated like it was normal to have 3 lemon refrigerators in 6 years - I had originsllly purchased the extended warranty - but who would think 3 fails - now the extentened warranty has expired - but my current machine is only 3 years old
Sears is not the company they used to be - kenmore is not a brand to trust-
I am so disappointed

I wanted simple performed on my range and it all turned to me not being able to use my range at all. I called for a schedule appointment with Sears on October 10, 2018. Tech arrived and before he did the maintenance I told him my display figures have been fading. (I should not have said anything and let him do the maintenance, then tell him about the display) Lazy tech stated why do maintenance when I have to order the part. No, he could have done the maintenance, he was lazy because he had to do maintenance on my Refrigerator and did not want to even bend down to vacuum out the bottom of it. We had to supply our vacuum for him to do it. Unbelievable.
Anyways, the tech ordered the part. I just got the part November 7th, another tech came to install the part and do the maintenance on the 10th. Because of my past experiences with the Water Heater tech, (I have to tell you about the incompetence on that) I was very hesitant to let this guy put in the part. I should have went with my instincts and I am very upset that I did not. The Range tech tried to put in the part but the display did not give beeping sounds when you press any of the buttons. So a part that I had to wait for a month is now defective. This tech had to order another part. I did not think about the holidays coming up until after the tech had left. So now I am livid. I am calling Customer Solutions, Protection Agreement Benefits, and have not received any solutions what so ever. I wanted to get help in rushing the order for the part being that this is not my fault and I am being inconvenienced. NO resolution and no help in getting a rush order on the part.
That is not all. Had the water heater technician come to check on the water heater. While he was doing his testing he stated now is the time for you to say you want me to change the temperature on the Water heater. I told him it was fine there is no reason to change. Sure enough after he left the hot water was barely hot. So I called for another appointment the service rep told me to turn off the water heater and turn it back on. I refused because I have a Master Protection Agreement. I expressed to him I wanted a water heater technician to come back out. Now this is the same guy. I told him he must have done something and I told him he did not need to adjust anything. SO he goes and says I can make it hotter for you. I told him do not burn me. That is exactly what he did. The water turned out to be so hot my family could not stand it. So now I have to waste another Saturday for him to come out. We call the tech because when he came the last time I still had his phone number in my phone. He sounded irritated and stated that well I wanted it that way. That was not true because I told him not to burn me. Then he stated well you know you can change it yourself. And that is exactly what me and my daughter did. I was not confident in what I was doing so I called for another appointment for them to check it out. That is why I have a Master Protection Agreement. When I made the appointment I told the service rep I specifically said I did not want the same tech. Yet, when they rescheduled me they gave me the same tech. Unbelievable, just because Sears is going bankrupt this is not a way to treat existing customers.

I completely agree Sears isn't what it used to be. I am appalled at the lack of communication between divisions, perhaps if there weren't so many "departments... We your Customers might not feel Totally neglected!
We are freezing to death! We Have been playing the Sears will call back in 24 to 48 hours, call customer service oh an my favorite we need another opinion which will take 2 to three weeks normally...for over a Month.
A Month! that's right! a Month ago our Heater went out. Jim is over 85, has Asthma and is on Blood thinners, the nights in Tahoe drop down into the low teens, 12 degree's tonight. We have been without heat or any consideration except 1 really Great Manager who's hands are tied. Even though we have stuck by Sears for 20 years with more than 1 house. Even though it takes longer and longer for an repair appointment, 3 weeks is norm. We are still freezing! It is Ridiculous!
Over 33 hours on the phone, seriously 1 hour and 33 minutes an 39 seconds this morning on one call this morning to be hung up on. Without any help. I am sick of being told they will call back in 24 to 48 hours, as they NEVER CALL BACK, that even the Protection Administration department cannot speak directly with the "Buy out" department. They have to email or chat, which 1 of your better employee's tried and was very shortly told, " send in an escalation." No consideration to to the fact it's the 5th time we've heard this, it was promised a week earlier... and we are freezing waiting.
Over 10 days after it was determined that the heater had to be replaced!, not fixed we fought that game too. Your Sears authorized repairman and his Boss said Absolutely No! it's a safety issue! Say Life or Death! We were told to get it done. Then they needed another... second opinion, or 4th at this point. Which your representative got, with lots of begging on our part and approved the replacement. Your conscientious Rep and us even got them to move up their replacement timeline for Jim's health to tomorrow! Only the same Rep was told and had to relay to us that the Protection replacement depart had to approve their approval for their hired company. They would contact us in you guessed 24 to 48 hours. That was last week. We have lost that appointment!
We tried every day this week, hours, to be told that "Buy out department " has sent a letter, snail mail... then guess not sent, it's in review AGAIN to send us a "Buy out offer? It did not say in the original agreement that they would negotiate a price! It say "replacement, so Replace it. Your own reps are frustrated at the total lack of communication that even they have and are getting .In the mean time it is going to be 12 degrees tonight and we are still freezing. like we are back to square one after a month of freezing. Though this is totally wrong as we can't even contact them.
This is the most unprofessional, inconsiderate approach to business I have ever seen. No wonder Sears is in trouble. What Customer Service? except a few dedicated employees. Definitely not the Jerk, no other word that answered the Corp number who told me "we don't have to talk to customers email us"
And we are still freezing and it really is an important health issue !

Got a 12k gutter and soffit project in August and our house was supposed to have new gutters and soffit and facia replaced and updated by early Sept. The products and boxes for project were delivered the middle of Sept. The sub contracted company came finally the end of Sept to tear off old gutters and soffit...leaving a huge mess of debris and nails and screws in my yard. My house sat exposed with insulation and bare wood to weather elements and Mother Nature for over a month before the contractors started putting on new soffit and facia. The contractors were unprofessional and worthless and rude. Complained about not getting paid because Sears is in bankruptcy and they wouldn't show up and when they did they did a half [censored] job in the 2-3 hours they spent at my house. All while leaving their trash and cigarettes all over my yard and tearing up my landscaping and breaking my landscaping lights, knocking off my shutters, leaving their ladders and tools all over my yard for weeks because they didn't show up...and having one of the 2 man crew sick and no show, while the other guy brought his what looked like junkie girlfriend over to sit on my roof while the guy attempted to do half [censored] work. My husband and I have talked to the district manager, project manager, sales guy, etc and have gotten nowhere with this project. It was supposed to have been completed by Sept 7th, then Sept 15th...then by October 1, then October 20th...well here it is Nov 9th 2018 and it's been 2 months...this project still is not complete! There are singles hanging off my roof and exposed wood that's rotting and gutters that still need put on. We are beyond pissed and frustrated! We will never have Sears do another contracted project again! So unprofessional, disrespectful, and the project that is done is half [censored] and looks like crap. Never again. I need to talk to someone higher than the district Mgr that I have a number for, cause this is ridiculous! We have pictures of the half [censored] progress along the way and of the trash and debris in the yard and equipment tools and scaffolding that was just left for weeks...I have never been this disappointed with a well known company than I have been with Sears and this project.

KMART #3131
hello I have only started working for the company for a week or two now and I have found it very difficult to successfully succeed. for starters there is an abundance of fruit flies/ gnats flying around the store and backroom offices. secondly the store is way over due for a REMODLE. The bathroom conditions are unspeakable, there is mold in the sinks and mold throughout the tiles on the floors. although the bathrooms and floors get cleaned every morning, there still is a problem. Thirdly there is an infestation of mice in the outdoor/ gardening section of the store. I NOTICED THEM ON MY FIRST DAY OF WORK. Im sure there have been costumer complaints as well. Lastly there is only one working printer in the back office, which is an extreme inconvenience. Also all of the costumer computers have never worked throughout the store for costumers to use. Additionally there isn't any store WIFI for employees to use.