Sears
Reviews and Complaints

To whom it may concern, I am writing this complaint to express my dissatisfaction with the way Sears Home repair service operates. I requested a repair on my washing machine on June 28th, 2018 and was given an appointment for July 2nd. between 1 PM and 5PM. When the technician arrived, he stated the water pump was bad and would order the part. When questioned why he didn't have the parts for the repair when the problem reported was the water was not draining and spin cycle would not spin. He stated he does not carry parts with him and he couldn't find the part within a 30-mile radius, so he would have to order the part. He then stated he was rescheduling the appointment for July 10th from 1PM to 5 PM. This was already upsetting to me because I suffer from lower back deuteriation and I already knew I would continue to suffer from back pain having to load and unload the clothes for the next weekend taking it to the washeteria. As this would be the second weekend my machine would not be working. On July 10th I received the part in the Morning and then I was contacted by Sears Repair service advising that my appointment would be rescheduled due to no part. I advise them the part had arrived and that I did not want my appointment to be rescheduled. They continued to state the appointment had been canceled and would need to be reschedule and the date offered was July 25th. I got very upset with this explaining that this was unacceptable and asked to speak to a Supervisor. the Supervisor stated he was scheduling the appointment for July 12th form 8AM - 12 PM which I agreed to. Having made these arrangements, I requested yet another day off from work to wait for the repairman to fix the washing machine. I sat and waited until 11:53 at which time I call to inquire about my repair call. I was told the appointment was still on the schedule and that someone would be contacting me. The representative advised to keep my phone line open for the call. I never received a call from anyone. I called in again at 4:50 PM because I still didn't have a repairman to fix the machine and hadn't heard from anyone. The representative then stated that the repair was never assigned to a technician and that I would have to reschedule again. I stated this was unacceptable as I have already missed 2 days of work for this repair and the error was not mine it was theirs. Again, I asked to speak to the supervisor and the supervisor stated he could reschedule the appointment for the 17th. Instead of working my appointment in for the next day which would be Friday the 13th. I then asked for the corporate phone number at which point I was told they do not have that number. It is ashamed Sears will quickly take the extra money for their warranty plans, but you have to wait almost a whole month to get a repair done. this is very bad customer service. I will never use Sears for any of my home appliances or home service needs again and I really feel I should get my money back for the warranty I paid for that is worthless as well as being compensated for lost of time from work and my pain and suffering that I have been experiencing. I can't believe Sears would send a technician to a repair call without the proper tools to do the job. That is like sending a Plummer to a water leak without a wrench or proper bolts to correct the problem.

I purchased a central air conditioner on July 3, 2018. I would like to know my installation date. The person I bought it from is Don Marquette out of your Cleveland, Ohio office. I put $500 down. The purchase price was for around $5600, which is awful high compared to prices around my area, but that is another complaint. I will like to know the installation date.

Called and scheduledto appt. As unit leaked water inside of home on wall and carpet. When service tec. James newman came on 6/26/18 I was told cannot service as I must have someone take unit out of window. On previous service trip tec. Took out unit for leak with no problem. Mr. Newman was less than tactful or helpful. I scheduled another appt. And received comformation email for 7/9/18. Called a.M. On 7/9/18 as hired another co. To see time tech may arrive. Was told appt. Is 7/13/18. Was told it was rescheduled on 7/3/18; never received a call or new conformation notice. I. Called and spoke with 3 different persons: mary, chel and mr. Faust who was very degrading and rude. Each person I asked for aminute supervisor and was told no one available. Mr faust put me on hold after stating, you either wantto another appt. We don't have corp. # to give to customers. Unfortunately, ourway local sears is closed and I cannot just take the defective air-conditioner back to sears and get my money back and cancel my maintenance agreement and getthe my moneyback back. This is not a trivial delema for me. All whom I have spoken with seem to think it's o.K. To demean me for being past upset about the poor service and communication.

One year ago, I visited my local Sears store to purchase a new refrigerator. I was really excited about getting one with the French doors and bottom freezer and of course, Sears was the store my parents and grandparents always went to for appliances. Where I bought my first washer and dryer right?
I would up buying a Kenmore Elite, Model 795 along with Sears Extended Warranty. For one year, I was happy with my purchase and thought I bought a great product… until 1 year and 4 days after it was delivered; I opened my freezer to find packages covered with "dew" and items starting to thaw!
So of course, I call Sears warranty and from the beginning it has been a disaster. First, customer service takes my information and starts the claim. The agent indicates that she is marking for emergency visit and someone will call me back. Patiently, I wait for a call and no call. While waiting, I happened to check my email and there is my appointment…. 3 weeks from now!
Of course, I immediately call customer service to complain that this is not acceptable timeframe and meanwhile, my food continues to spoil and thaw. Eventually, someone did offer to reimburse for a compact fridge for the inconvenience of the time delay… so off my husband ran to buy a small fridge and pickup some ice. By now, it is after 5, and too late to even try to find someone else and have them come out. We were able to save part of the food in a cooler while we waited for the small fridge to get cold over night. By morning, the remaining stuff had to be thrown out. The fridge was not cooling at all. But of course, I will be reimbursed under my warranty once the tech comes out.
The next morning, I receive the form to get reimbursed for compact fridge and low and behold, I was supposed to buy it from K-mart or Sears in order to get reimbursed! No one bothers to tell me and so now, I eat the cost of buying a small one!
I start trying to find an alternate repairman to come out and NOBODY actually services the Sears Bottom Refrigerator. Why? Because the refrigerator is actually made by LG! At this point, I am so frustrated and realize I am going to have to wait the 3 weeks to find out what is wrong.
Periodically, over the 3 weeks, I would open the fridge out of habit (the small fridge is in another room) and several times, I noticed that it mysteriously appeared to be getting cold. I actually put a thermometer in to check… it would go up some. But as mysteriously, as it got cold and would get warm again and stay that way.
Finally, the day of the appointment arrived. Tech arrived @ 3:30 in afternoon. Found out he was from Columbia SC that is 2 ½ hours away. With all the repairmen out there, Sears can't find one closer to do their repairs!
Low and behold, the refrigerator was cold. The only thing that he did was have us cut off the breaker and then turn it back on (same thing I did when I reported the claim). No error code so well, nothing is wrong! And his solution, freeze some bags of water and if they turn to ice, you should be good and you have to put something in there so when it goes to defrost it knows to come back on. So then what happens when it decides not to cool again? I lose all my food again! How can I be expected to use a refrigerator that is not reliable?
Again, I call customer service and of course, he hasn't reported anything so again, we have to wait.
By now, I am so frustrated. I try calling corporate office and even they send you off to customer service. I have talked to the salesman from Sears, nothing he can do… that store is closing in September.
Not only do I not trust the refrigerator to stay cold all of the time, I no longer trust Sears to do the right thing. It is so sad that an icon like Sears no longer cares about the quality of their items or cares about their customers. This problem has consumed a large part of our time and it appears that it will continue to do so.
From what I have read in the warranty, this has to happen 3 or 4 times before they will replace the product. And from I understand, I cannot file for food replacement if he cannot locate the problem.
From the beginning, I have not been satisfied with the customer service or warranty service. I would like for Sears to accept the return of the refrigerator and refund all of our money including the full cost of warranty.
I would also like to be reimbursed for the cost of the compact fridge that I had to purchase to get by and reimbursed for the loss of food that I have incurred to date.

Regina Ellis
Case#5797566

On may 23, 2018 i ordered a craftsman tool set online to be picked up at kmart in sevierville tn. Later that same day i went to kmart to cancel the order which they said they did, but i never received my money back on my debit card. Ive been told numerous times by numerous customer service employees it will be back on my card within 72hours. In 2 months i still haven't received my money. Im disgusted by the scam sears is running! Thats all this is is a huge scam/theft ring! In my eyes sears has stolen money outta my account & i will be going to my bank to dispute the charge.

The shower project from hell! Can you image taking over five months and $5600 to purchase and install a new shower. We are talking shower, not new bathroom or kitchen, just one simple shower. Sears Home Improvements promised a 1-3 day install that ran for over five months. It took three sets of contractors, three reorder of parts and literally scores of phone calls to the Sears Home Improvements Office in Charlotte in get the job done. Two of the Sears techs measured incorrectly, and two others messed up the installation. My initial decision to use Sears over local, much cheaper tradesmen was based on their 1-3 days for installation, and complete customer satisfaction. Forget the 1-3 days, it was over five months, with half of that time having the shower out of commission and unusable. As far as customer satisfaction is concerned, Sears didn't give a hoot about my concerns, frustrations or numerous requests to get informed of the status of the project. Oh, did mention the black flies that came into my bathroom and house because the first set of installers failed to seal the drain leading to the septic tank. I don't know which was worse, the ineptness of the project install people or the total lack of any pretense of keeping me in the loop during the needless delays. You would think Sears values their corporate reputation enough to at least keep the customers that have supported them for decades happy. Sears used to be my go-to source for automotive repair, appliance service and repair, and numerous other consumer needs. That horrible experience has changed any thoughts I might have of purchasing anything from Sears in the future. Sad but true.

I needed repair for a dishwasher covered by a Sears maintenance agreement. Contractor had to order parts twice, and could not be contacted when each parts order took much longer than estimated. In one of a number of calls to Sears customer service, a supposed supervisor promised to get me a consultation for a bathroom remodeling estimate, and a $50 check for my trouble in trying to get repair completed. Neither. I called one more time, spoke with half a dozen people, and was told there were no remodeling contractors in my zip code. Probably Sears sends no mail to my zip code, either, though they hung up 15 minutes after telling me I'd be on hold for 2 minutes.

We have bought Kenmore Elite refrigerator in September 2014. In summer of 2015, we had Sears come out to look at the cooling issue. The Technician stated that everything was ok.

In 2016, we bought one year warranty since refrigerator stopped cooling. Sears fixed the issue.

In November 2017, we bought one year warranty since refrigerator just stopped working totally. Since then, Technicians have been coming to our house to fix the issue but the issue has not been resolved. The replaced compressor, and other parts.
On 06-04-18, Technician came out, spent close to 4 hours and concluded that the issue with refrigerator can not be resolved. There is a leak in the refrigerator. He took pictures to submit for replacement.
Technician made a call to Sears and let them know that the issue can not be resolved but Sears insisted on another service call which is schedule for 07-20-18. Service order # [protected].

Since 06-04-18, I have made at least 12-18 calls and have spent countless number of hours with service plan department to get $500 credit. The service plan states that if issue can not be resolved, customer shall get $500 credit.
STAC team is the one that makes final decision according what I have learned.
We are in process of buying a new appliance but have been put on hold by sears who simply doesn't care. Sorry is the word from service plan department representatives.

Last Wednesday (06-27-18), I made a call to service plan department and I was told that 07-20-18 service order was just a placeholder and noone will really be coming out since the Technician had left notes that issue can not be fixed and the replacement was in process and I should I call back on Friday or Monday..
I called service plan department again on Monday (07-02-18) and was told this time that someone will have to come out on 07-20-18. This whole process is full of lies.

It is useless to call them but something inside me tells me to keep trying even though it's headache to deal with. I have run out of patience with Sears. Frustration is understatement for what we have been through with Sears.

I have a Kenmore range Model #79094153310 and Serial #VF32987963. Ever since we purchased this new from Sears it has made a cracking/sparking noise in the control panel portion of the range. Now one of the coil elements (burner) will only heat full blast even if it is on low and another burner is now has smoke rings coming from it. This is vary scary and we are afraid that it is going to caught on fire.

We can not afford to buy a new stove and should not have to because this is only a few years old. Could someone please help me?

Trying to return an air conditioner that I bought from Sears.com three weeks ago. I understand now that customer service in the Philippines are apparently very well trained in lying / pushing off consumers and in dealing with irate / ripped off customers. My first attempt to get them to come pick it up went unsuccessful (and no records of such a request). My second request (which took another 30 mins) went the same way: promises, but no action and no record. And again: same thing. Promises, but nothing and no record. I even have a case number, and to no avail, when I call customer service with the case number, I have to go through the same song and dance as before. Finally called an actual Sears store because maybe I can drop it off myself? But they won't take it either. So. I am thoroughly ripped off, it seems. No recourse. I could get on the phone with customer service in the Philippines again, but I won't. This air conditioner still sits in the box, unopened, and my 30-day return window is up next week as I leave for vacation tomorrow.

May '18- we purchased a fridge and dishwasher. They missed their delivery, so I canceled my order and asked for a refund. Over a month later, still no refund (over $3, 300). Throughout the month, I've spoken to 8 people. No calls/emails from them. Now on hold to speak with a supervisor (over 40 minutes already and going).

*UPDATE- supervisor couldn't help.

I am beyond frustrated, my 2 yr old kenmore elite refrigerator quit cooling, it is still under warranty so i call for a repair, they cant come out for a week, meanwhile i lost everything, I call back to see if i can get someone else to come look at it that could get to it sooner, they agree, I got a reccomendation from Lowe's which was vp appliance he came out, looked at it and it needs a new compressor, he called sears, to get approval since its over 300.00 he got the ok to order the compressor, unfortunately the guy never came back or returned my calls so i called sears back, and they said it will be another week so they schedule the service but it will be another week, i have no choice but to wait, my service window today was from 8 to 5. I waited all day with no show or phone call. I started calling, at 5, I was given a different answer everytime, one I was told he was on his way they should be calling at any time. I call back at 6, they send another message, he is running behind but I am still on the schedule. I call a total of 6 times between 5-9, at 815 i'm told he is on site. I say no, he's not here, he says he is in my neighborhood looking for my house, at 850 still nothing so i call back, she tells me he left because he couldn't find my house( i am simple to find and still no ph call even though each time they sent messages to the dispatch telling them to) I was furious so they gave me a supervisor, he says the tech ran late and just couldn't get to me and said it would be 2 weeks before they could come back out, I have already been without a fridge for 3 weeks! having to eat out every meal, i have 7 people in my house, I couldn't leave all day to get food even. This is not acceptable! I was also told they wouldnt even order the compressor till after he comes and it will be another week to 10 days after that before it comes in then who knows how long it will take to get them back out to put it in. Everyone apologizes but they don't really care otherwise this wouldn't be acceptable to them either. What can i do?!

It is June 27, 2018. I just attempted to order a bracelet for my wife for our 1st Wedding Anniversary in the middle of July.

Everything would have progressed with my online order just fine except there were issues in checking out. The system Sears uses would not allow me to enter a postal box for my address.

I live on a military base in Japan. All mail coming here must go through the Post Office.

A customer service representative attempted to enter my FPO, AP address for me and the order appeared to go through...Several minutes later I get a confirmation email and the mailing address is incorrect...I go back to the site, jump through hoops to try to "chat" with another customer service representative and I am told that a mistake happened and they can not use FPO and AP as an address...

In effect they are saying that Sears does not want the military business because millions of us work and live overseas and all mail must go through the post office.

Oh, the order was cancelled but now I am told that there is a 3 to 4 day hold on my credit card...I need that money to purchase my wife's gift...JUST GARBAGE! Never again Sears

Hey...I have ordered repeatedly through WalMart and had stuff shipping to Japan and NEVER and issue...WalMart gets it...That is why Sears is going under.

The evaporator on my refrigerator stopped working and the temperature stayed above 54 degrees. Since the first service on March 15, 2018, I have had a repairman come to my home on a weekly basis. Parts have been put into this unit several times including a compressor. As of today, June 26th, it is still not working. I am disgusted with the warranty which states apparently that we have to have four completed service calls before getting a new refrigerator. Obviously, the refrigerator is not going to work. We need a new one. I have had to take unpaid days off from work just to have someone at my home. This refrigerator is under five years old and this should never have happened. The customer service department is terrible. One rep even cancelled the entire service call instead of changing the appointment which caused a huge problem. I am tired of being on the telephone. I have had no refrigerator since March 10th. That's a little over three months. This is unacceptable. I want a new refrigerator.

DW bought at Sears 4/28/17 Aguadilla, PR 00603. Worked ok for a few months, then was not cleaning properly. Whirlpool Tech came and could not fix. Work order #301445937. Since then we have been waiting for replacement. It has now been more than 6 months with no dishwasher. We call and they say its ordered and they are working on it, but nothing ever happens. Can some one please help. Give us a replacement or return our money. We paid $742.58. Thankyou, Glenn Tryon [protected].

Purchased this dishwasher in nov. 2017. I'm now waiting for the second time to get the cracked control panel part that has already been replaced once. It cracked within weeks of getting the new one. I was told I have to have 4 repair calls within the year to have the dishwasher replaced. This time the part is out of stock but when calling lg, they have record that no part has even been ordered this time. So now the dishwasher won't start at all! This is ridiculous. So 4 service calls at over $1600 before you'll replace this unit? I'm so sorry I ever dealt with sears. It used to be a great company but sure isn't now.

On June 3, 2018 I ordered a microwave. Sears canceled my order. I have waited to get my money back and have called them so many times. I have yet to receive my money. I called the CEO of Sears and left him a message. I hope he calls me today or tomorrow. The supervisor on the Sears Online didn't want to help me maybe Mr. Lampert will. I asked them to refund my money or send me a microwave. They can't do either. They don't know what is back order, so they cancel your order instead and keep your money. Today someone is going to hear me. I'm writing to everyone and everything I know. But they are not keep my money.
I spoke to one of the representatives of Sears and told them that if they didn't put the money back today. My credit card company was going to deduct $150.79 out of my account today. It didn't face her. I have my credit card company take three payments and today is one of them. I will go to Costco and buy all my appliances. I will no longer make business with Sears. I believe that's why they are closing stores. Be careful they are a FRAUD!

I have a master protection agreement on my Sears air conditioner but always seem to be disappointed when I call for service. My AC went out 6 days ago and today was the soonest appointment I could get even though they said it was considered an emergency. So they were supposed to show up between 1 and 5 today when the heat index was 107 degrees. I got word they were on the way even though they called a family member instead of my direct line as I requested. I sat in my 90 degree house with a 100 degree temperature waiting but no one showed up. After waiting about an hour, I called and was told the appointment was cancelled but no notes/reason were given in the system. They connected me to San Antonio to reschedule and I was told the appointment was still on and they would call me when they're on the way. I waited 2 more hours and nothing. After leaving the house and cooling off, I called back to reschedule. They told me the next appointment would be in 6 more days but to hold to see if they could find something sooner due to it being an emergency. After waiting on hold for several minutes, we got disconnected and no call back. So I called again to reschedule about an hour later. I waited on hold so long that they told me they'd have to call me back after they spoke to the technician. When they called back, they said the technician had to cancel due to an emergency today. The next appointment would be in 4 more days, so we'll see what happens. This is the third time I recall where I've been very disappointed in the AC service I've received under the master protection agreement. On one occasion, it took over a month to get the AC fixed so I wrote a letter out of severe frustration but got no response. Maybe I'll hear back from someone this time since I'm posting this online. I'm not surprised to hear about the downfall of Sears after experiencing such a broken system where you're transferred from one person to the next with no true resolution. It's truly unbelievable! After about 4 years of service calls, the troubles still continue and the system is still broken. You would think someone would care and want to right the situation to save the Sears reputation.

Frustrated beyond belief

Sears will not honor my Kenmore Electric 80 gal Water Heater Warranty Replacement that has a leak.

06/06/18 Sears service call I paid $89. Tech confirmed the water heater could not be repaired and is in the 11th year of it's 12 warranty. I do not have access to my house records as my husband died and I am having to move. Most of my belongings are packed in a POD and placed in storage. Tried to see if purchase was made on husband's Sears card, I was a signer on his card. I had the account closed after he died and got a Sears card in my own name. I have provided Warranty Replacement team with copies of our deed to the property in 1994. Copy of front and back pages of my owner's manual. Pictures of all the labels on the water heater. Kenmore confirmed this model is still under warranty and the F07 in the serial # indicates manufactured year. A copy of the Techs notes stating Refer to Sears for replacement. Sears should stand behind their warranty's. Owners Manual states 2) supply a free water heater for one that develops a leak. Have spoken with numerous Sears customer reps since the initial service call on 06/06/18 all to no avail. I have posted complaints on the internet and find I am not alone in this type of complaint. I do not know where to attach the documented emails. I would like Sears who cares so much about their customers to honor the warranty and replace my water heater, please. Thank you Janie Armbruster 602.614.0684

Someone needs to work on making SEARS great again. I am a disabled veteran. My dryer stopped working. I will have been without a dryer for 2 months. I have a protection plan. I called Sears and was scheduled an appointment twice with a 8-5 window. No one called or showed up at all. They said the part did not come. Yes it did at 12 noon on Friday 15 2018. The technician said he would come back never did. I have called Sears and spoke to their agents for 5 days straight. Each one said they would get me a tech the next day 8-5 and a call. No one showed up at all or called. Bunch of lies.
I was told I would receive a confirmation e-mail and phone call regarding the situation, nothing. I repeated this process 20 more times. I finally called and had to demand to speak to a supervisor. She politely let me know that I didn't have an appointment, that they send the request to a third party. In the interim while waiting for someone to call me, I also called the manager at the Sears where I purchased the appliance. I have 20 employee names and id's. I have my phone history to prove it as well. I want someone to call me with an immediate appointment. You take peoples money and give poor service.