Sears
Reviews and Complaints

We bought a Kenmore stove from Sears. It is under warrenty when it broke a month ago. It took 1 week for a technician to arrive, 2 weeks for the part to come in, 1 week for him to return to realize that he purchased the wrong piece, the piece I needed has been on backorderfor 3 weeks. I have called customer service repeatedly all all they will do is connect me to the company that sent the technician and all they tell me is " can't fix it without the part" . Meanwhile, I have been without a stove for over a month and still waiting on some mysterious part that apparently will ever get out of back order.

I purchased a new Kenmore Refrigerator and it is under warranty. Our tenant only moved in 4 weeks ago so it has only been running for 4 weeks. The internal temperature of refrigerator is 70 degrees! I called to schedule a repair on August 1st. The first available date for a repair is August 17th! That is unacceptable!

I called again today requesting an earlier date and when I spoke to the Sears Customer Solutions department the woman asked me how I got the number and then put me on permanent hold. I hung up after 10 minutes. When I called back to the repair scheduling department asking to be connected to the Customer Solutions department again, the gentlemen told me only he could assist me. However, he couldn't provide an earlier date either. I went on-line and requested help from the Sears Home Repair to schedule the repair sooner. They responded that Sears is having higher than normal requests for service and August 17th is the soonest date available. I was placed on a list to be called should someone cancel. There is no way I can ask a tenant with a family to wait two weeks for a refrigerator! I contacted an independent appliance repair company to resolve this problem, and they will repair it tomorrow!

Even though it is under warranty, I will have to pay for the repair out of pocket. I have been a life-long customer of Sears. I have purchased all appliances for both my own home as well as all of our apartments from Sears. I cannot expect my tenants to wait weeks for an appliance to be repaired. Therefore, I will not purchase any future appliances from Sears.

On July 27, 2018, I purchased a lawn mower online, I was asked to choose a pick up at a store near me which I did. Only when i checked out it showed that the item was not going to be able only a week later. i went to another store where the item was available and asked them to change the pick up location, they refused and was advised to buy whatever was available and cancel the online order which I did and they was suppose to send me a confirmation email which never arrived. I called everyday to hear them say that they will contact the confirmation department it will take up to 2 business day. Finally i received an email confirming that my package was shipped. Now i will end up with two lawn mowers and they won't refund my money. Every time I call customer service I got someone from India on the phone.

All i need is my money back.

Kenmore Elite is the product. The Refrigerator is a little over one year old
and completely stopped working. It took a tech a week to get out to fix it. I was told
it would take another week to get the part in. He ordered the part from my house and scheduled a return visit. The part was going to be shipped to my house and when it didn't arrive I tried calling and calling and calling and getting transferred to every non
English speaking country they could think of. I have spend 3 hours 11 transfers and 3 hang ups and still can't get an answer. They transferred me to the local repair/parts Dept. (Philippines) Local? I'm in Los Angeles. Our local sears went out of business (no wonder). I will never ever buy anything from Sears again and no wonder they are bankrupt!

On July 14 we had an appointment with Sears to repair our refrigerator. No one showed up between 8am-12pm as scheduled. At 12:10 they called to inform us that serviceman went home sick. New appointment was set up for July 17 and he did show and ordered a new part with another new scheduled date of July 25th. No one again showed up on the 25th and in my follow up call they had no record of the appointment even though I have a printed receipt showing the date etc. Another new appointment was set up for July 30th, but the part has not been received so after 2+ weeks and my waiting 12+ hours I still don't have my dishwasher repaired. Time is money and I've wasted 12 hours waiting for service and more on phone calls etc. This is above poor service!

The worst service department of this country! The refrigerator'r water dispenser was leaking and called Sears Repair Dep. Service, someone came to check the appliance and needed a part, he ordered and was scheduled to comeback today Friday 7/27/18, am (3 days latter). Well, Someone called from the service dep. this morning and said the service man got sick, and nobody could come this am. after going back and forth, that we needed to have this done am because we had and original function this afternoon, we cancelled our previous engagement and settled for an afternoon appt.
from 1:00 - 5:00 pm, it is now 6:45 and NO ONE has showed up! What kind of service iss this? to top things off, my husband called and they had rescheduled us for Monday July 30th, we are very upset, as we are paying $49.00 a month for the darn membership to cover repair of appliances and $80.00 for this Refrigerator repair, You peole need to make it up to us after THIS AWFUL ORDEAL, at least give us a discount on
those $80.00 for you service man DIDN'T HAVE THE CURTESY OF CALLING, to tell us he was leaving us standing here, waiting ALL DAY! So much for Customer Service!

April 27th I came home from work to find my food in the fridge was hot and the food in my freezer was melted and hot. I called on April 28th to schedule a home repair appointment and agreed to the 99.00 service call fees and put a CC# on file to pay for parts/labor. The tech come out a week later and confirmed that the unit was not working, and proceeded to order parts (compressor and dryer assembly) 10 days later the parts arrived and set up the 2nd appointment. 3 days later the 2nd tech came out and installed the parts and left that evening the unit still did not work, and I got a notice that my CC was charged for $368.05 yet my compressor is under a 10 year warranty (bought the unit Sept, 2015) called and asked for explanations of the charges and no one could tell me anything. Set up a 3rd appointment, 3rd tech came out made some "adjustments" and left we had some cooling on the top (fridge) but no cooling in the bottom freezer, the next morning the top stopped cooling again. Called the home services again and made a 4th appointment. This tech came out and made some more adjustments and ordered some more parts. 5th visit/tech installed the parts and left … still no working unit. called and scheduled a 6th visit this one came out order more parts, another compressor and 3 way switch/valve. waited 10 more days for parts to arrive. Parts arrived and we set up the appointment to have those installed. We are now into the 50+ days of back and forth with Sears. The 7th tech comes out and cuts out the "new compressor that was installed on visit #2" and decides he's not going to install the one that arrived because it was not going to fix it and left all the parts, cut copper and screws on the floor of my kitchen. Asked my husband for $340.00 for this visit and he told him NO because we already paid and we were told several times that we are in the 90 day mark so we would not have anymore charges till the unit was fixed. Then he proceeds to tell us that he thinks he knows what the problem is but it has to be addressed from inside of the unit and that it would cost us about 350.00 in labor. At that point we again explained to him that we are not paying again because we were already charged and it did not get fixed. He leaves and I call again. Asking why we are now 60 days into this mess and I still don't have a working refrigerator I've been charged. I have begged for them to replace this unit, I have tried to get a on a personal level with them, explained that we are living out of a cooler for 2 months now. I get the same thing EVERYTIME... I talked to a Brian and he actually seemed to hear me and made a case# sent it up for review because we can't seem to get this product fixed. I was told I would hear something in 2-3 days (it has now been 6 days since this call) still haven't heard a word. I have personally called Edward Lambert's office 4 times and left 4 messages. My husband has called 2 times and left message and NOT one return call It is now JULY 27th 2018. We had our 8th service call scheduled yesterday, we took ANOTHER 1/2 day off work to meet the tech at the house so they could fix our Kenmore but this time, the tech called and said he was not coming out because the last tech (the 7th one that left the parts scattered in my kitchen) put in the notes that the unit was not repairable. I called looking for help again, I just want the company to stand behind their product and support their customers. While on the phone with "Amy/case manager" who was absolutely useless in help listed off all the items I had bought the same day (we furnished our entire house from sears when we bought it and then proceeded to list all those that had service plans on them I told her yes I am aware of what I bought and how much I spent. I chose to put the plans on the moving items (washer, dryer, stove, range microwave, mower, even the bed we bought) but opted not to on the refrigerator because it just sits and holds food and honestly did not expect it to go out in 2 years. Now I am so upset because this has been the MOST absurd 60 days. I don't want anything for free... I paid and had no problem paying to get my unit fixed I am just asking for sears to PLEASE offer some kind of assistance to replace the Kenmore I don't even need another $2300.00 machine I just want something that works, has an ice maker and water filter. this was going no where so I asked if I could at least get my $296.05 (charged amount minus the 499.00 service fee) I'll let them keep that I just want my labor refunded and this Amy proceeds to tell me that I won't be able to get that back because they came out. I said yes you did come out and I am not disputing that … what I am asking for is the 296.05 that I was charged in labor. You can't keep that because the unit NEVER GOT FIXED. I will admit that she kept talking over me so I was upset and disconnected our call and called back so I could speak to someone else about my repairs, refund, replacement.

At this point I have been asking for some help to repair/replace the unit... all I ever heard was "you didn't purchase the extended service plan" I understand that but my unit is ONLY 2.5 years old and I hope that sears would stand behind their products and customers.
I have attached a photo of the refrigerator and the mess the tech left...

Dec 12 2017 I ordered and paid about 22 dollars including shippingfor a Limit switch for my furnace. On Dec 18 I received a Email telling me part was back ordered. Have it Jan 15-20th. Was told free shipping if I did not cancel I agree. In Feb middle of themonth or so I ask about the part, they got back to me by March. Nothing on the part, I canceled and asked for my money back . Been told 3 times there are sending me the ck they never have.

Broken refrigerator and they have no showed several times and then cancelled appointments. We have a contract for repairs etc. and he finally came and has to order a compressor and doesn't even have a time slot for someone to put it in since they are so short of help etc. We are without a refrig.l for over a week now and nothing in sight for getting it taken care of. With all their delays we lost all of our contents and then the repairman said that that model has had bad compressors and they have not been replaced with upgraded compressors so it is likely to go bad even with a new compressor. We bought it at sears and they say it is not them but their home services that is the problem but sears sold us that policy and took our money. Please call and help us asap, thank you.

Susan and Neil Silverman
2209 Seminole Ct
Santa Rosa, CA 95405
[protected]
www.silvermansphotography.com

The technician came to fix my oven on 7/23. At that time the stove worked. After much deliberation, he told me what was wrong. He discussed the cost and he left. When I came home to cook dinner on that same day the stove was no longer working. I immediately called customer service and was told that someone would call me back. I did not receive a call back so I called on 7/24. I spoke with 2 people (one of which was a supervisor) and was told that I can't prove that the technician broke the stove and that I called "too late." I was then told that I need to schedule a new appointment so they can come back to fix what they broke. I informed the person on the phone that I was not paying another 99.00 for them to come back out. I feel as though it is their error and they should come back as a courtesy. I mean I did call initially on the same day of the repair visit. The supervisor was very nasty and basically told me that I needed to pay the 99.00 or else they weren't coming out. I asked to speak with someone other than him and was told to call back to get another manager. I guess I am shocked at the way his was handled. I mean, clearly they broke the stove. I just assumed that any manager would see how upset o was and schedule a follow up appointment at not cost to fix the issue. I have been with Sears since 1999 and purchased many appliances and have had the credit. I will no longer support their business due to the way this has been handled. I explained how unsafe things were because I now have to turn on the gas and use a lighter in order to use my stuff very, but there wasn't the least bit of empathy. Needless to say I am disappointed and frustrated.

Model 795.70415.411
2 years old 2200.00
Died this week lost ALL of our food!
I've called customer care about the door issue from day 3.never helped.
Not worried about that now. Doesn't matter since the refrigerator is DEAD!
Sears is the worst company going.
This refrigerator by Sears/LG is S**T
Steal the money of hard working customers and no HELP.
Had a private repairman come in on Friday night. Could not help because LG won't allow access to help with repairs

I had a technician at my house on July 3 for service on the wash and dryer, I told the technician that the dryer was not drying properly, that I had to put the clothes to dry 2 to 3 times and that the washer was leaking, the compartment where the bleach goes was rusted to the point that it is starting to break apart, it was not spinning right and the dials were going crazy and that the machine was not washing right. The technician just cleaned where the lint goes and ordered the computerized panel for the washer. On July 14 the same technician came back, he replaced the parts on the washer, the back panel, but it was still leaking: he looked under the washer and he told me he could not see were it was leaking from and he suggested that I put a cardboard underneath and to schedule another repair appointment and he suggested that I clean the back of the dryer and hose which I did. On Monday, July 16 I called again to schedule a repair appointment for the wash and dryer and they send a technician out to maintenance the dryer, On July 19 a technician came to my house, he walked in, he looked inside the laundry room and decided he needed to go, because he was a refrigerator technician, not a dryer technician, so he scheduled me another repair service for July 21 and he left. Today July 21 the same technician that came to my house on July 3 and 14 came to my house. He walked in and went into the laundry room, and told me that he did not know what to do, and said that someone needed it to go behind the dryer, but that he was not going to do it and then I mentioned about the washer still leaking and not washing right and his answer was "I do not know were is the leak coming from" and made me another repair appointment for July 26 and he left. I was very upset, I have Master protection agreement on the wash and dryer and according to the policy, if a technician has to come out more than 3 times for the same problem the master protection agreement will replace the wash and the dryer, so I decided to call the sear protection agreement on July 19 and the person that was helping me out suggested I put a claim through for replacement on both appliances. On July 21 I called back and the claim was denied because they feel that I have to have a senior technician come out on July 26 to repair the appliances. I was on the phone for about 2 1/2 hours trying to get the escalation department trying to see if they would approve the replacement for the appliances and tried to explain to them the entire story and how on the Sears protection agreement it says that after 3 times they come to repair the appliance with the same issue they will guarantee a replacement but they do not want to listen and all they do is apologize for what the technician put me through and that they understand the frustration I have been put through, but that there is nothing they can do, and that I have to wait for the next service date. I have a family of 9 and I do 4 to 5 loads a day and they do not care. This is going on for one month with a wash and dryer that are not working. So why have a sear master protection agreement on the appliances if they can not help you.

In January of 2018, our refrigerator broke. We called Sears Repair. The person on the phone told me I could purchase a warranty for a ONE TIME fee of $99. This would enable me to have someone come look at the refrigerator. It would cover up to $500 of repairs ... so I thought it sounded good and gave my credit card info. The repairman came out, and was able to fix it quite easily. I did not have to pay anymore than the $99. Then, I started to see recurring charges on my Discover card of $53. I called Sears and they said I signed up for their warranty service which would cost me that a month! NO WAY DID I SIGN ANYTHING FOR THAT! I never received anything in the mail or even realized this until I saw the credit card statement. Unfortunately, my credit card sided with them since I didn't have a ton of evidence. It is kind of a he said/she said situation. So beware if they offer you this warranty. The person explaining to me obviously wasn't looking to explain anything to me. It was hard enough for us to communicate with the language barrier. SEARS IS A SCAM! And I am extremely angry!

Sears complaint number:5863372

2 years ago we had an a.c./ Heat pump installed by a Sears installer. Just recently we had to get our property inspected. The inspector told us we needed to level our heat pump. Because we had no idea that a heat pump was not suppost to be angled, we called Sears to send a technician to level the pump. The technician refused to level the system. I called Sears and was told that even though Sears had installed the pump wrong they would not come and fix it

We have had Sears appliances for over 17 years. We have always bought the extended warranties and paid yearly for the Home Repair Service programs. We have always had trouble with scheduling the repairs, it took several days, the Sears vendors did not show up or know how to fix the problem. But, now when we called for a broken refrigerator repair The representatives in the Philippines told us that we had to wait 8 days for a repair. Further, we were told that we had to be available from 8am to 5pm! This company is the pits. They have gone from bad to worse. We have a family of 6 and they expect us to be without a refrigerator for 8 days. Sure they have our yearly funds paying for their program and they are financing everyone's paychecks, but not providing the service. They need to be fined by some states attorney for fraud. Our repair order number is Your order number: [protected]. I called someone in Texas on the 10th and she told me that I would hear from a dispatcher within 24 hours as to our status with getting moved up in the repair. We never received a call back. No wonder almost all of their stores are closing. They cannot run a business properly.

June 23, 2018 we go into the store to pick up an order that I had placed online while we were there we started looking At their gas ranges we found a Samsung that we liked and the sales person was very helpful but she wanted to know if it be cash or charge well we had to fill out an app patient to get a charge my husband and I both knew that we wouldn't be approved so we went to their leasing OK no problem my husband said we will have them install it delivered i at their gas ranges we found a Samsung that we like and the sales person was very helpful. She wanted to know if it be cash or charge well we had to fill on that patient to get a charge my husband and I both knew that we wouldn't be approved so we went to their leasing OK no problem my husband said we will have them install it deliver and install it for $189.99 so when the installation company called me the following Monday they informed me it would be an additional $99 to convert from natural gas to propane I called the store they took care of that charge then when the installation company came out to deliver and install the stove they wanted another $75 for a Shabbat felt they had even taken the stove out of their truck I told them I would have our private gas company come out and convert the stove and book it up for us they did not unload the stove they took it back to the warehouse so we had to wait days before a delivery company was able to bring it out to us our Gas company came out and hook this up for $165 which we paid that day I have been trying to get the $189.99 off the lease ever cents and answer today gas company came out and hook this up for $165 which we paid that day I have been trying to get the $189.99 off the lease. The $189.99 never came off my lease we were going to try and pay the lease off on July 13 I called the leasing company and they informed me that they were going to escalate the problem so that the $189.99 would be off the lease before July 13 so we moved our due date back to July 20 I check my account today with the leasing company and $189.99 is still on the lease after everything we've gone through enough is enough so I find out today that Sears has a re-ward card for us for $189.99 that we can spend it here this is supposed to be a refund from the leasing company $189.99 now I don't feel that we should have to pay the $189.99 for delivery and installation because we already paid $165 for gas company for installation just to get a rewards card from Sears or leasing company just to be able to spend I have been on the phone for over two hours today trying to get this taken care of or have them come out and get the stove every time I call I put on hold last time I was on the phone for 43 minutes and they connected me to the local store I am done dealing with the store I have called Sears I've called customer service and enough is enough nobody wants to take that $189.99 opt out late and I feel why should I even be on the Leaf I refuse to shop at Sears ever again after this experience you're telling me that they cannot destroy that leaf and I have a go down and find a new one that does not have that delivery and installation on nobody seems to be smart enough to realize that right there would take care of the problem now is dad they want us to give them $189.99 so that we can get a re-ward card for Sears after this after all that we have been through if anybody asked me if I would recommend Sears I would tell them no go to Best Buy go to Home Depot go to Lowe's go anyplace but stay away from Sears have a great day all

I purchased a Kenmore Elite refrigerator in November of 2015. The compressor went out in October of 2017. We were left with over $300 worth of spoiled food that we were never compensated for, even though the extended warranty claims to cover lost food. It is now July 2018 and the refrigerator has gone out again! It's been 9 days since we called to put in a claim to have the refrigerator repaired and they have not sent out a tech who can diagnose the issue. We are now dealing with another refrigerator full of spoiled food! In talking with the tech who came in 2017, he said that the Kenmore Elite refrigerators have had many issues with the compressors failing and that Kenmore and LG are aware of it! I've never paid as much for a refrigerator as I did for this one and I've never had any issues with any other refrigerator that I have ever owned but this one! THIS THING IS A LEMON! Kenmore/LG are aware of it and they need to replace these units!

Bought a LG Washer & Dryer from Sears on the July 4th. Even though the price is same as when compared to all other retailers (in store & online), bought from Sears because we moved to new house which didn't have washer/dryer and Sears was providing a earlier delivery date than others.
Called Sears Cumberland Mall Store Support Center # [protected] and placed the order with the Sears Rep over the phone (ORDER # [protected] ). After receiving the order confirmation email late evening, I tried to call Sears to correct the address since the city state and zip code was entered incorrectly (the rep entered 20068 instead of 30068), but Sears was closed so spoke to SEARS Customer Care next day morning and informed the inaccuracy. They said they will take care of it.

Later that afternoon I got a call from Sears Distribution/Dispatch department saying that when they are trying to enter the street address in the dispatch order GPS, it's coming as Marietta, GA-30068 instead of Washington, DC-20068. I said that is correct, so the rep told me that the address was never corrected/updated but she will do it then and informed me that I will be getting later that evening for a scheduled delivery/setup for next day. I NEVER GOT THE CALL. AND I DID NOT GET THE DELIVERY NEXT DAY EITHER. So when I called Sears (multiple times) I was informed that the address was never updated so the washer/dryer were in Washington warehouse and that they cannot redirect it to Georgia.

I spoke to CUSTOMER CARE, DELIVERY, SALES AND EVERY DEPARTMENT IN SEARS and nobody was able to correct the delivery address and advised me to cancel the order and re-order it. So when I canceled the order and tried to re-order them, they were sold out/out of stock with no estimate on future deliver dates. So I called Sears again, so they made me place a new order ([protected]) buy a different model for same price with LESS FEATURES than the previous one I ordered and the delivery date is not until this month end.
And the WORST PART is that they only cancelled part of the 1st order and refunded only part money.

I have contacted customer care, and emailed =>( [protected]@searshc.com,
[protected]@searshc.com) and I even called a BOARD DIRECTOR (EDDIE LAMPERT ON # [protected] ). Complained on BBB.ORG, CONSUMERAFFAIRS.COM. and now this web site.

SHAME ON SEARS.

No wonder Sears is going Bankrupt with a service like this who will buy or recommend them. So I request/caution everyone who is looking at this post to not to buy from SEARS and if you like something in their store/online, go to any other store/retailer/online and show them the product, they will price match it and you will avoid your worst experience. If Sears has any decency, work ethics, I would like them to fix this.

Purchased a Bosch dishwasher/ service contract thru Sears. A service call was placed on the 6th of July. They actually had a opening Saturday the 7th. Tech came out, a part had to be ordered. The next open appt was Thursday July 12. Tech came out but the part was broken. Another part ordered. Next available Sat 14th. 8am-12. At 1:00 called and was told we were to be the next call. At 3:00 called and was told the appointment was for July 21st. They could not or would not explain why we were told the next appointment. Asked to talk to a supervisor, the supervisor said that what was in the system, next appt the 21st. She could not explain ever time a call was made, the customer service person typed in notes. Yet she said there were notes to an appt on the 14th, that at 1:00 on the 14th we were told we'd be the next appt. She also could not explain why was the part sent overnight from the service call on the 12th, if the appt was the 21st. When asked to speak to her supervisor, Rose, said she was the highest level there. I highly doubt that. All she would provide was an email. No contact person given. Sure this will be lost in some sort of Sears sand trap. I had to ask for a service tracking number, That was not automatically given. Another tactic to slow down the ability to make a complaint and resolve the complaint. All appliances, dishwasher, washer dryer and fridge all purchased thru Sears. All on service contracts. This will be the last

I have a brand new (purchased October 2017) Craftsman tractor which has not been running since April 2018 due to a broken transaxle part after only 5 uses. I immediately scheduled a service call and a Sears Home technician arrived to diagnose within 2 weeks which was a great start. He confirmed the repair is under warranty and ordered the needed parts which arrived in a week.

Since then, I've had 7 straight service appointments scheduled by Sears Home Service to complete the repair and each time NO technician has showed up! Each time, I have had to call at the end of the window asking about the technician and each time they apologize and schedule another appointment which results in another no-show.

I have been without a working tractor since April having to pay others to mow my lawn and putting other yard work on hold. This is a major inconvenience and cost to me, and more importantly I have no confidence after 7 consecutive no-shows that a technician will EVER show up leaving me in no-man's land. At this rate, I feel that Sears is intentionally running out my warranty to avoid doing the repair at no cost while cleverly not showing up so I cannot claim it is "unrepairable" in order to get a replacement. I've called several Sears hotlines and sent emails asking for assistance to multiple departments. If Sears cannot help asap, I will have no choice to but to explore more formal methods with Sears Corporate. It is unacceptable to sell a high-price piece of machinery and then not stand-by their warranty.