Sears
Reviews and Complaints

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.

On June 14th I had a washer & dryer delivered to my home, I received a call before he arrived it was earlier than the time to arrive So I was in the shower. Before I stepped out the shower the delivery men was gone along with My old washer & dryer when I asked Not to remover the old ones. I called the number for them to return because the machines was Not correctly installed and to receive my old machines back. I was told he will return June 14th between 1 and 2pm. I called out from work to wait his return and he Never returned. I spoke with Christian several times at [protected] including 8:30pm after calling 5 other times speaking to customer service and I was ashored he would return and install correctly and return my old items. I was told the Driver would be in trouble for his actions and someone else would be sent out on the 15th and I was available so on the 16th. On June the same man returned to my home with an attitude and still haven't installed my washer & dryer correctly and said my old machines was at the warehouse for me to call for them to be returned. I called Christian while he was here but he left out the door after calling his passenger to take a picture of my wall with the liner attached. I asked Christian why did he send the Driver back to my home and he gave me a phone number to call for my complaint [protected]

Purchased new stove from Sears July 2017. Top of oven door yellowing. First repair October 2017. Next repairs for same issue 2/2018, 4/2018, and twice 5/2018. June 2018 same issue. Some repair persons walk in assuring me they can fix. Some walk in before touching it saying they know it can be "not" fix it.

Sears states repair person has to say it's not repairable. However, they refuse to notify Sears "I need my job" .

They refused to replace. Sending repair person again. Everything that can be repaired on it has been done more than once!

What a scam! Ordered item online. Then discovered it would not fit. Within an hour of ordering, I tried to cancel. Since item is ordered through a 3rd party vendor, one can not cancel through the sears online. Called sears to get online vendor phone number, automated system gave a wrong phone number! Again called sears to get help. Although I persevered through voice mail and got to talk to a real person, they can't cancel the order. They tried contacting nilima but the also discovered the phone number they have is the wrong number. So bottom line I lost $249.00 because online vendor nilima doesn't give out their contact information not even on their own website. From now on if amazon doesn't carry a product, I won't buy it. It's the only decent online shopping venue. Date of online order is 6/11/2018 order confirmation number is [protected]. Product is over the toilet storage cabinet.

I purchased a Craftsman T2200 lawn tractor in April 2015. I have a relatively small yard (less than an acre) and the mower has seen no rough service. When mowing season began this year it started having transmission problems. I have been told by a reputable repair facility that the hydrostatic transmission is shot and a replacement is no longer available. So I'm left with a lawn tractor that looks almost new that is basically trash. Will Sears do anything about this? If not I will post negative reviews every where I can regarding the poor quality product and poor customer service.

Gary Smith

On 30 may I called for service/repair on our dryer, 10 days for appointment, 8 jun 8-12. no one arrived until I called. he listened to dryer for 10 seconds and said its rollers and he cant fix. said ordered and another week until 15 jun. What BS for service, we purchased a service agreement because we need our washer/dryer and having to wait 3 weeks for service/repair is not what we paid for. then you cant talk to anyone live at any sears number. YOU GUYS SUCK and don't care, you have my money and I can wait. what the heck kind of service is this but you all don't care. got a online person who said call service agreement dept and twice they hung up. THIS IS WHY SEARS IS GOING OUT OF BUSINESS
YOU DONT CARE, our family needs our dryer now, not after weeks!

I placed an online order for a dishwasher on May 11th 2018 $868.19, I also bought the installation plan. On May 13th 2018 I received an email stating I had cancelled my order. I called customer service and explained I never cancelled my order then they gave me 3 different reasons why it was cancelled. Spoke with a supervisor and she explained that the dishwasher was sent to the wrong store location. I asked them to correct this and they explained that they couldn't because the order was already being processed for a refund. So I had to place a new order and they charged my card again. Well after a few days of not hearing from Sears I called to find out when it would be delivered. They told me they cancelled my order again! After two days worth of phone calls to people who repeat the same thing a lady from Sears store called me and put the dishwasher in her car and delivered it to me. Now the problem is I am not able to get them to refund me my 868.19 from the first order. I have called around 20 times and spoke to countless people from over seas and get the same response. They will investigate and send me an email within 72 hours. As of today I have 5 of these emails stating I will receive my money in 7-10 days. I have been hung up on when I ask to speak to a supervisor a number of times and have just been denied when I ask. At this point I refuse to just let this go and I hope someone reads this and it saves them from what we have been thorough.

Buyer beware!
On 06/29/2016, my husband and I purchased a sears kenmore elite refrigerator. At this time, we purchased a sears protection agreement on this appliance,
Increasing the cost of our purchase by $799.99. We had the refrigerator serviced at the one-year mark, where we voiced concerns that the appliance was not cooling properly. The technician assured us that it was functioning
Appropriately. On may 4, 2018, we called for a repair. The first available
Repair date was may 10. A technician arrived and diagnosed a leaking coolant
Coil. These parts were ordered and another repair date set for may 18. The new coil was installed; however, the refrigerator was still not working. This
Technician said that the appliance needed a new compressor. The compressor was ordered and yet another repair date set for may 24. We received a call stating that the repair could not be done as planned, so they left a message rescheduling for may 31. While all of the other dates around this date were something my husband or I could work around, we absolutely could not be available on may 31. I called, in a failed and very frustrating attempt to reschedule, and the best I was given was today's date of june 5. "no one can change that & they had the nerve to tell me that they rescheduled from may 31 for my convenience! Please note that this is now four and a half weeks without a working refrigerator! Today the technician arrived and worked on the appliance for 2 hours before he told us that the wrong compressor had been ordered and delivered. Any guesses to the next date of repair? June 18. Seven and a half weeks without a working refrigerator! This is unbelievable! We have lost several hundreds of dollars of food, had to spend extra hundreds of dollars eating out for this long. My kids have no milk for their cereal. Sandwich options are peanut butter and ……. Oh wait just peanut butter.

Additional insult would be the many incompetent people we have dealt with over the phone. My husband filled out a review of the service visit and received a phone call telling us to call 1-800-927-7836 extension 5 with case number 5761129. I called that number today and after extension 5 reverting me back to the previous 1-4 options, I picked option 3 spoke with cynthia who transferred me to izetto who was going to transfer me to a benefit department but came back to tell me that I was calling the wrong number and gave me 1-888-828-4208 where I spoke with cathy who offered to get"the executives"on the line and placed me on hold for 10 minutes before the call was disconnected. So, I called back where I had to repeat the story to june who transferred me to vera, who transferred me to addie who transferred me to samuel. Now, of all of these people, none of them had the"power to help"! Samuel was the nicest of them all, and really, I can't blame these poor people for working for such a poor excuse of a company that they cannot even take care of the customers who they have royally screwed over! This is a grand total of 7 different people I have spoken with just today.

What the heck sears? Is it too much to ask to only speak to one person that actually has the power to make this right? Its not like we went and bought the cheap $600 refrigerator, we bought the $2299.99 plus paid the extra $799.99 for the sears protection plan, plus we have a friken sears home warranty that also covers this refrigerator that has failed in less than 2 years! Less than 2 years! My husband and I have made multiple phone calls to sears, only to be disconnected and transferred to other people all of which are unable/unwilling to do anything!

We bought a set of Washer and Drier on March 30, 2018. At the time the salesperson helped us to choose the best which happened to be one of the latest model. We also decided to get the Insurance after how the salesman explained how great it was, how their service will cover repairs in a timely manner. Not even two weeks after we got the set delivered i had to contact the Repair department in regards to the washer. I am so disappointed in their service, Its June 4 and the issue has not been solved, three technicians had been sent to the house, and today is supposedly the day of the fourth visit to finally fix the washer but no part has arrived. I have called numerous times to have to wait so long, at least 20-30 minutes, so someone can answer and then transfer me to another department. Many times the systems disconnects me because i " had been so long on wait" that the system automatically kicks me off queue. A part was ordered two weeks ago so it'll be ready for the tech today, nothing came in the mail and i had to contact sears and after several attempts I was told on Friday June 1 that the part is on back order. I can't understand why sears couldn't contact me to notify the situation. Its over six weeks and I have a brand new machine which doesn't work the way its supposed to be, its paid in full, and sears can't back up their product? I was also told by the techs that "since its such a new model Sears doesn't carry the parts yet" or " the techs are still learning how to repair this newer models" Really? How can they sell a product they don't even know how to repair. I also forgot to mention that the second tech that came to my house did nothing except telling me to call sears and request a new washer and the guy even handed me a slip for $100 for the visit to which he added I had nothing to worry about as its cover by the insurance. Im honestly thinking of contacting other resources as Sears doesn't care much about customers once they pay and take the product. I regret so much making the decision of buying from this store and would not ever buy one single item from here. As I am typing I was just disconnected once again from their service department line when I am trying to find an answer why the technician hasn't come or contacted by email when my appointment is today from 10-2PM

To Whom It May Concern:
On October 7, 2017 I ordered on line from Sears (as all the stores close have gone out of business) a Kenmore Elite 75233 5.6 cu. ft. Gas Range w/ True Convection - Stainless Steel and a converter kit to change it to propane gas. The stove was delivered on Oct. 9th, 2017. As instructed I secured the services of a local installer to convert this range to propane. I paid the installer to install and set up the range, this was an additional charge. Immediately upon using the stove it filled up with HEAVY black residue that covered the food. Additionally, it set off the smoke detector and carbon monoxide detector. The installer came back out and rechecked the stove as he was concerned because there was a young family in the home with a 3 yr. old and a pregnant woman. The installer came out every month for the next 3 months working on this range. Although he was able to calibrate it so that it did not set off the detectors anymore he was unable to do anything about the heavy black residue that was ruining the pots and pans, corning ware etc. It was now coming out the vent and would be on top of the stove and the floor after trying to use this oven. Eventually this top notch local repair man with over 40 yrs of experience no longer would come out. I called another local repair company (another repair cost bill) and they came out and could not identify what was cause. He worked on it, and he too came out multiple times trying to correct the problem. Unable to resolve the issue I contacted the Sears Customer Support Center. They are the most unhelpful people and do nothing but put you on hold and send you to department after department as no one seems to want to own the problem or has the authority to help. After spending much time on the phone, being transferred multiple time, my frustration level reaching an all time high, they finally acknowledged it was under warranty and would send a technician to resolve the problem. Friday May 11th a technician came out and looked at the range. He confirmed it has been properly installed and could not figure out what was causing the problem. He said he would send a report and I would have to call after the customer (non)solution center received his report. He told me to wait 24 hrs. I gave them longer than the 24 hrs to receive the report and called only to get a further run around. They finally said they would have to send another technician out for a second opinion before they would consider doing anything. I found this to be ridiculous because the first technician had over 35 yrs. experience and if his opinion is not valued I question why they employ him. Another appointment was scheduled for May 23. Again this meant someone taking off work to be be there during the appointment window. I was there waiting for the technician when I received a call 15 minutes before the appointment window would have closed (so I waited a long time). The technician who had been there previously called to say he was not going to come out as he had already been there and made a report. How ridiculous. So they have to have a 2nd report, and they send the same guy? I told him that they refused to do anything until they had a second report. He asked if we had received the part. I was confused by this statement as he did not mention the need of any part on his previous visit. He then informed me that he was baffled by this situation so he independently did research and found that when this particular range was manufactured they inserted the wrong burner-it has a frigidaire burner not a kenmore. It had been recalled. He ordered the new burner and would not come out until that part had been received. However, upon checking he found his request for the part to be sent had been cancelled. I again called the customer solution team and finally got someone I could understand and seemed willing to try to help. Mark listened to this long and frustrating saga and genuinely tried to help. He finally got a hold of the manager of the technician team and they vowed to send another report so this could move along. Understandably at this point I think a replacement range is in order. Mark told me to call back in 24 hrs and they would have the report and a resolution could be reached. I waited over 48 to ensure the report would have been received and called. I spoke with "amanda" whose english was very broken so she was very difficult to understand. She was anything but helpful. She placed me on hold several times after I specifically requested not to be placed on hold as the music is very very loud and annoying and listening to the same song over and over again only adds to frustration. She could not resolve the problem and refused to let me speak to a supervisor or someone who could after all these months resolve the problem. She went on further to say this range was never under any recall notice when I questioned why I was never notified of this defect in manufacturing . She said a part has been ordered and a technician can be scheduled once the part has been received.
I am furious, frustrated and need help in resolving this issue. The inside of this range is beyond cleanable. We have scrubbed and scrubbed and the attached pictures will show that it can only be cleaned to this level which means you will never be able to use the window. I can't understand why Sears would want such a defective product in someones home. When I asked the technician how to clean it, his response was that he repairs and not cleans and it probably would always be that way but because the problem could be "fixed" they would not agree to replace even though it is a mess. In other words we would have to live with it! Totally unacceptable. Sears is so lucky to have such a competent technician it is a shame they don't value his opinion. I am seeking help in securing a replacement range that is not defective. Thank you in advance for your help.

Photos: one is what is in the bottom of the stove (chunks of hard black residue) after attempting to use the stove. One is of my return air vent that has to be cleaned weekly/daily depending on stove usage (as do the filters) The other unrecognizable picture is of the inside of the stove after hours of scrubbing.

We purchased a 3 year master protection agreement and are very disappointed in the service.

The week of April 23 we called because our refrigerator was making a very loud noise upon start up and kept running for pro-longed periods.

May 4: A "technician" cleans the coils but does not other diagnostics
May 5: Ice cream in freezer is melted; we call for appointment
May 9: technician arrives; orders new compressor
May 16: Technician arrives and says it is not the compressor it is the condenser and spends 4+ hours working on the fridge and orders an evaporator
May 23: Technician arrives and says last technician didn't know what he was doing and proceeds to replace compressor. He leaves saying he has fixed the problem.
May 24: Fridge is not cooling, ice maker is not freezing, freezer is 50 degrees. We call for a follow up appointment.
May 25: Technician is a no show but claims we were not home. We were home all day (The 5th day we had to take off work for fridge repair) and never received a phone call.
May 26: Try to reschedule appointment and am told June 18 is the soonest available appointment.

We have not had a properly working freezer or fridge for more than a month at this point and have to wait three weeks for our 6th appointment.

The contractors Sears works with are incompetent at best and dishonest at worst. We do not recommend buying a warranty with Sears. Save your money and buy an appliance at a local store that employs a knowledgeable service fleet.

I had an appointment for carpet cleaning for 5/23/18.
I waited and waited.
At 7 pm, I called the number and asked if they would still be coming since it was so late...of course I had to leave a message because they were closed.
I left my cell phone number and my husband's on the message.
No one called me back.
I called them again..
They claim a number that I had disconnected at least a year ago was associated with my account...
since I was a previous customer... so they could not contact me!
I asked why they didn't call the number I submitted wth the order and he again told me a year old number was associated with my account despite the fact I entered a new number with my order!
When I requested service, every day of the week came up on the calendar.
When I asked if they would be coming Friday the 25th to do my carpets...he said no!
He said he could possibly do it next Wednesday the 30th...a week after request!
He then said they only come to my area Fridays and Wednesdays!
Ok, you missed my day...tomorrow is Friday...yet you can not come until next Wednesday!
I asked if he suggests I find someone else to do my carpets and much to my shock and dismay he said ...YES!
What kind of service does Sears provide these days?
I have been a customer for more than 40 years!
Some companies deserve the demise they face!
My Sears would have taken care of me!
I am so disappointed and upset about this whole matter and you can rest assured everyone I know will learn of how I was treated!
Sadly,
Sharon Schippers

I am on my second washing machine since December 9, 2017 and it is May, 2018. My first one (same machine) had the lid shatter in the middle of the night, 10 weeks after getting it. The sears that I purchased it at replaced it for me on Feb 24th, 2018. On May 4th, 2018 (almost 10 weeks to the day) the same thing happened again. In the middle of the night, the lid shattered. Well I have the home protection agreement. They came out May 9th and ordered a new lid, first time around I was told that if it was back ordered for 10 days that I would get a replacement. So I called after 10 days and was told that it was 10 business days. So I called after 11 business days and they are telling me that it's 21 business days. This is getting rediculous. I have been out a washing machine for 20 days already and everyone I talk to just keeps giving me the runaround and saying that customer solutions will call me within 24 hours. It's been 5 days since I was told that the first time and still no one has called. I don't feel safe having this washing machine with broken glass in, and on it, in my house with my one and two year old children. I want answers and I want someone to rectify this problem yesterday!

The AC has been out in my home for over three weeks, and the repair company (Freeman Heat & Air Duct Cleaning) they sent to repair it came out on 5/7 to "fix it." AC went out right after they left that day. I called to get them back out, and had to wait a week for them to come out again. They came back on 5/14 and the same thing happened as it did the week before! I called back the same day, and Sears issued a recall claim. I also called the folks at Freeman, and they won't answer the phone or return my calls! I called Sears again on Wednesday, 5/16 and Friday, 5/18 to escalate to a manager, and they gave me a BS story about placing me in a "queue" for a callback from a manager. And guess what? No one has called me back from Sears, nor from Freeman. Meanwhile, the temperature in my home is at least 86 degrees each day when my son and I get in for the day. I also pay for an additional policy to cover the condo I own. I regret ever signing up for their services. This has been one of the worst customer service experiences I've ever had. I will most definitely start looking for another warranty company for both my homes if Sears does not make this right soon.

Kenmore elite refrigerator is stopping cooling again (5th or 6th time in 4 years). Had and appointment for May 21st, at 4:00 May 18, 2018 I received an email saying the appointment had to be rescheduled and I should call them. Well now I have an appointment of May 30th, 12 days later.

If all goes as it has in the past, the tech will show up and not have the necessary parts. They'll be ordered and a new appointment for two weeks later will be scheduled making it the Middle of June before its fixed. A month without the refrigerator.

After and hour and a half on the phone they said I was a valuable customer and wanted to know if I wanted to purchase any home repairs, but they couldn't do anything about getting a technician our sooner. There must be a better way. I do have a service policy on it, but that doesn't seem to help.

We purchased a new Kenmore Elite French door refrigerator in March of 2015 and purchased an extended warranty as well. The first issue we experienced was the "mother board" went out in January of 2016. They came out and repaired the issue. Off and on we would have small issues but usually if we called in they could do something to monitor the appliance and tell us how to reset it to fix the issue. Then in the summer of 2016 the compressor went out. They sent the technician out and he had to order the part which we were told was going to take at least two weeks then we could call them when the part arrived to set up for a tech to return and put the part on. Of course Sears was not concerned that I would not have a refrigerator for over a month for a family of 4. Their solution to the issue was for me to rent one or they would credit my Sears loyalty card $100 for me to go and purchase a dorm size refrigerator. At that time I requested a replacement of the appliance to which they stated no they could not do that. Now here I am not even two years later with a dead refrigerator again and now we are out of the warranty period. They again are refusing to do anything to replace this appliance because now we are out of warranty BUT if I purchase another years warranty for $350 they may be able to decide the refrigerator is a lemon and replace it. So they want me to spend more money to MAYBE have it replaced! They don't seem to get that when you spend over $3000 for an appliance you expect to get more than a year out of it without major repairs being done. I am so frustrated because I can't afford this. Meanwhile all I get from Sears is the "I'm sorry" and "there is nothing we can do now it's out of warranty" even though the issue started when it was still in warranty. I don't know where to go from here.

I received an envelope from IRC 8961 1500 Roe Street Dallas, Texas 75215 tracking # 1z707e9wyn10416964 and the envelope is not sealed and nothing is inside. Not sure what you were supposed to be sending me. The only thing I have ordered from you was the air filter for my refrigerator. Not sure if this is it or not. But one I did not receive anything and do not want to be charged for something I did not receive. The post office did stamp the envelope received unsealed in Hallsville, Texas. My name is Judith Foster 122 Germantown Circle Hallsville, Texas 75650 ph # [protected].

Thank you,

Judith Foster
[protected]

The fridge stopped making ice April 12th 2018 the first repairman came out said it was giving an error code. Left said it was fixed. It was not.
April 17th another repairman came said it was fixed left. It was not Now the fridge is not making ice or water.
April 20th another repairman comes out floods my fridge and kitchen floor. Says he fixed ot and left. Now no ice/water and it's leaking inside fridge. Cannot turn on water to fridge for fear of flooding my kitchen.
May 02 yet another repairman came installed some parts that was ordered says its fixed and leaves. Still nothing.
May 07 another repairman comes tells us it need a new filter housing and water tank because it is leaking. Ordered a valve and left with a appt for the coming friday.
Friday they cancelled
Monday they cancelled
Tuesday repairman comes takes part wants us to sign a disclaimer saying they're not responsible for the damage that has been done, of course i refuse so he took the part and left. The part that my warranty company paid for. So fruztrated want my fridge fixed.

I bought from Sears this Kenmore Dehumidifier for $250.00 and I purchased SEARS MASTER PROTECTION home warranty and the sales rep told me with this plan I'm guaranteed IN-HOME YEARLY maintenance and TOTAL repair/replacement service. I've been paying for 6 YEARS and NOW calling for service, I'm being sent from department to department until they finally told me I had to take it in for service and also pay for diagnostics. Transferred again after they realized they didn't cover the part it needed and then told they couldn't help me! Know what you're getting for your money …DO NOT BUY SEARS WARRANTY. TOTAL DECEPTION on some of the products!

Tech here to repair my refrigerator again! Last year we replaced the compressor and now a tech is here today for two hours with another tech on the phone. Expert on phone states that the tech at my house is " way over his head!"first he put too much free on the had to drain it out. Then he was walked through several cinerios and didn't know basic terms or repairs! Expert on phone lost connection several times and the tech at my house was flustered. This is unexceptional! I have had no fridge for 4 days already, now they send an inexperienced tech! Please get it together Sears!