Sears
Reviews and Complaints

An absolute waste of time and money. We have been waiting for 5 weeks to have our expensive Kenmore Elite washing machine repaired after owning only 3 years. First repair technician comes out, charges $89 to say he will have to replace the part (here for a total of 10 minutes.) We agree to order the part out of pocket since the washer is no longer under warranty. Had the part overnighted (additional out of pocket) and it takes over a week to get the repair technician back out to install. He is then unable to remove a nut to remove the old part and tells us that he can't put the new part in because he's not authorized to cut the nut off for fear of damaging the drum (here for 15 minutes this time). If we can cut it off ourselves, he said he would come back out and install the new part. My husband was able to cut if off and we scheduled another service, with the soonest date being a week later, specifically reminding them that this nut had to be cut off, and that it would have to be replaced. I was informed by customer service that they have no way of knowing which parts the repair technicians have in stock and that I cannot request that they have a certain part before they come out. Next scheduled service date, no one showed up, we called customer service and the technician called in sick. Rescheduled for today, again, the soonest date available that was a week after the last one, no one showed up again, called customer service again, technician will not come out because now they will have to order the nut that has been cut off. Meanwhile we have spent 5 weeks without a washing machine, and the part that needs to be replaced sitting on the floor of the laundry room. At this point, I just want my $89 refunded and I will hire someone else to fix my washing machine rather than deal with this crappy service any longer. Additionally, I've spent 3 hours being passed back and forth between Kenmore (the brand) and LG (the manufacturer) and no one wants to take ownership of this washer because for the price of it originally, we should not even be in this position 3 years later having to fix it.

I received the floor jack as a fathers day gift. I used it about 4 times and the small cylinder for the quick assist started leaking. I've tried replacing the O-rings and it still leaks. I feel that this is a latent product defect and after contacting my local Sears store, I've found that there are no parts available for this model #. So as of now I have a boat anchor. I feel that this is a defect and it should be repaired at no cost to me or replaced.

Purchased 4 tires in March of 2015. The tire pressure warning was lite up almost every 3 weeks. I would check the air pressure and one or more of the tires were 5 lbs low. I went back to Sears tire and Auto I believe 3 more times with complaints. They charged me 66 dollars for a tire sensor of one tire...would drive away and within one to three weeks, problems again with tires loosing air. Just went there October 24th, 2015 and was told they could not find out where the air was going and and they re beaded the two rear tires. So now, today, November 2nd, 2015 the tire sensor went on again. I was livid and wanted to call Sears corporate office as soon as I got home. Little did I know that once I hit the expressway a noise that I heard got louder and louder. I was lucky I was not killed. I road the rim to a repair shop where they removed it and put on my donut. I went to the tire shop next door where they removed the other rear tire that was also re beaded and said it was the rims, not the new cooper tires. So I paid them to reseal the remaining 3 tires and they ordered me a cooper tire. So far the cost to me is about 250 dollars, and hours at Sears Auto with my appointments complaining about the air leakage, and I almost died. The tire is shredded. So I would advise anyone that cares about their safety to have another tire company install your tires. They also broke off my Nissan cap on the rim. I will never walk foot in that place again. I will be sending photos to Sears Corporate and placed a claim against them last night. This has been 7 months of hell for me.

This is Michael. We purchase this washer about 3-4 years ago and the problem of rust is getting worst. The rust started after 1 year on the lid then it accelerated to inside and now the rust stays on most of the clothes I wash. When we look inside with a flashlight, we see that inside is all rusted and peeling off. And I have a baby coming, when i tried to wash the baby's clothes the rust stays on the clothes and its hard to take out. I had to rewash them by hand. I'm really frustrated since we follow the manual very well to take care of this machine. I can't believe this will happen to a 3-4 years old washer since my mom is currently using a Maytag for over 10 years and it still works fine without rust. I hope to have it repair by sears as soon as possible.

Avoid sears! We bought a kenmore elite dishwasher after reading good reviews on consumer reports. Huge mistake! After 12 months of use we noticed our hardwood floors warping. We stopped using the dishwasher. $7, 000 in damage to the floor alone. After numerous phone calls sears sent a service tech out. $550 to repair the dishwasher that is only a year old! He strongly recommended not doing the repair and buying a bosch! As for the floor, they passed us off to whirlpool for that. We've been fighting with sears and whirlpool (Who originally made the dishwasher) ever since. Both sears and whirlpool admit there was a defective part that was under warranty. Whirlpool (After many, many hoops) are sending a big check to fix the floor. As for sears/kenmore? They won't answer our phone calls or emails. What few people we can get through to have few records on our issue and we have to start all over again. Almost a year into this issue and we still don't have a dishwasher and I have to pay to fix it. Avoid sears!

HI, I went shopping at your Westland Mall store in Westland Mi at about 4:30 pm on Monday October 26th. My son and I walked into the store looking for a chainsaw. We passed a black woman that was sitting on a lawn mower. I looked at her as she looked like an employee. But she looked away. I went to search for the chainsaw I was looking for and took about 15 minutes trying to decide between two different items. As I looked at her, still sitting on the mower. I finally deciced to purchase one. As I walked to the counter to pay. I passed her sitting on the mower and set my chainsaw on the counter. Then looked around for a cashier (I figured she was on break). She walked up, said nothing to us. And scanned the item. Talked to me rudely. Asking, "that it?". I asked if she was having a bad day. She said NO. She rangup the order and stood there saying nothing. I didn't know if I needed to slide my card or not. She looked at me like I was bothering her. I had to ask if I should slide my card and she said yes rudely. I truly felt like I was bothering her from sitting on the mower and doing nothing. I almost walked out without purchasing the chainsaw, but I needed it badly that day. If I didn't need it, I would have left and went to Home Depot and bought one. If I remember correctly, her name was Kayla or something similar. She was a black girl, about 20 years old or so. There is no way at all I will look forward to going to your store to purchase anything else thinking she will be waiting on me. I have a lawn care business and do plenty of shopping at your store. But after this girl, I'm willing to go someplace else to spend my money. I wasn't going to say anything and tried to forget about this experience. But after two days, it was still on my mind. So I decided to write. Sincerely, Ed Wood [protected] [protected]@comcast.net

Sears contacted me that a confirmed appointment on October 24, 2015 to diagnosis and repair a problem with a washing machine had been cancelled by sending an e-mail notification. The concept of telephone calls seems to be elusive. So I picked up the phone and spoke with a rep - the problem was not parts - no parts were ever ordered. It turns out "the truck broke down". Evidently Sears doesn't have the capability to send a replacement truck or have a contingency plan for such matters. This is the second time in a row Sears has cancelled such an appointment. the first was about 2 weeks ago when my water heater broke. Between the two appointments, I have wasted 8 hours - I have missed work time and wages, 8 hours of time which I'll never get back and have been provided no service. Additionally, the rationale for the service cancellations has contained erroneous information. By the way, Sears has an overt spelling error on one of their web page service notices. It appears to be indicative of the firm's overall lack of attention to detail, accuracy and customer service. Rather shameful.

Subject: Warranty Work Complaint I have tried everything I can to maintain a positive attitude about Sears, their products and their commitment to their products. From childhood Sears was always the store of choice and the Craftsman brand was something we sought. Unfortunately I have become a victim of a bureaucratic system that no longer honors it’s obligations. I have about 3 acres of property with 2 acres of lawn to mow and use a lawn tractor for pulling a small trailer to haul wood, dirt, gardening materials etc. In July of 2014, after my John Deere died following 10 years of faithful service, I decided to return to the reliable source from my youth and to purchase a replacement at Sears. I bought a Craftsman 24 HP, 48 inch mower Lawn Tractor, model 917.20401. As it turns out I purchased the “lemon of all lemons” and am getting NO SATISFACTION from Sears. In June of 2015 the tractor was only running on one cylinder and that problem started a bureaucratic nightmare that has been a great inconvenience and cost me financially. I did not start tracking exact dates initially for I trusted the repairs would be made; however, Sears has an accurate service log the may be researched.  June xx, 2015: The technician came out to assess the situation and confirmed it indeed was a blown head gasket and he also determined a new switch was needed. Her ordered the parts. About a week later he returned and installed the parts  July XX, 2015:. Again the tractor was running on one cylinder. The tech assessed and ordered a new head gasket and also a front end as he noticed the alignment was not correct. The parts arrived with the head gasket folded up and jammed into the box with the front end making it unusable. Within 10 days the tech returned. He installed the front end. When he removed the cylinder head he determined the gasket was not a problem but found a bent piston rod so he replaced the rod. Again the tractor lost power and went down to one cylinder.  August xx 2015: The tractor again lost power.  September xx, 2015: The technician came out to review and recommended to his supervisor that a new engine be installed. Unfortunately he could not get his supervisor on a weekend so he returned the subsequent week and spent two hours discussing replacement. His recommendations was summarily dismissed and he was directed to order all the parts and build a new engine in my driveway. A ridiculous solution to the problem because when I reviewed the parts list and labor involved with the tech it was going to cost almost 2/3 of the price I paid for the tractor.  October 12, 2015: I received an automated call that said to call the service center to reschedule the appointment because parts were on back order. Second time they have been unable to get the parts. The customer service person consistently asks if I received the parts. I would not have a clue because nobody from the Sears team provided a list of parts I was to expect. After a significant amount of time on the phone I was assured the parts would be received by October 21 and the rebuild would be completed then.  October 13, 2015: Appointment cancelled and rescheduled by Sears.  October 20, 2015: Again I received an automated call that said to call the service center to reschedule the appointment because parts were on back order. Second time they have been unable to get the parts. The customer service person consistently asks if I received the parts. I would not have a clue because nobody from the Sears team provided a list of parts I was to expect.  October 21, 2015: Appointment cancelled and rescheduled by Sears.  October 31, 2015: Repairs scheduled for this date. It had to be rescheduled since parts were on back order. On October 20 I was called again and told I had to reschedule because the parts were on back order. Customer service was of little assistance other than to tell me the parts department is confident the parts would arrive by Oct 29 and they would install on the 30th. I had to correct the customer service person (“Neil”) and let him know that he asks when I am available not select a date himself. Due to past life experiences with Sears, in June/Jul we went ahead and purchased a $10, 000 door for the house not knowing the difficulty that would ensue with the integrity of the Sears organization. I am a reasonably patient person and have simply asked for one of three things – FIX THE TRACTOR, REPLACE THE TRACTOR or GIVE ME MY MONEY BACK. All reasonable requests I have gone through the summer paying people cash to mow the lawn at about $200 every other week and have taken off my job using my earned vacation to be with the technician who has been unable to fix the tractor. I believe it is time I submit an invoice to Sears for reimbursement of my expenses and lost wages. When I expressed this one customer service she almost comically offered me a $50 gift certificate. My requests remain unchanged FIX THE TRACTOR, REPLACE THE TRACTOR or GIVE ME MY MONEY BACK.

My new refrigerator, microwave, and oven were delivered September 2014. I did not buy an extended warranty. 11 Months later I found that the refrigerator had stopped working. Before that no issues. Since it was less than a year old it was still under factory warranty. I used Sears's online chat to file the claim and they also walked me thru a diagnostic, sent suspected parts and scheduled service. Parts came, service tech came a few weeks later. The parts were placed on the refrigerator but the refrigerator didn't work. More parts were ordered and a new service appointment was set a few weeks later. Parts were added but it didn't work. It was decided that all of the Freon had escaped through a leak in the evaporator coils. New parts were ordered and a new service call scheduled for a few weeks out. New coils was added, Freon loaded into the system. The tech seemed to think it was fixed and left. The refrigerator never got cold. I called the service number and they now schedule a service call out for a few weeks from now. I called the store manager and went thru this story. She escalated to Sears. Their answer was that I should wait for the results of the service call. I am used to the routine. Each service call is about 4 weeks apart plus time for parts . This means that the tech will come on Nov 4, diagnose the issue, guess on what they think the issue is, order a part and maybe 6 weeks later I will be thru another service call. I probably won't have a refrigerator through Thanksgiving or Christmas at this rate. 4 months of no refrigerator.I don't think Sears cares or knows what customer service means. The people you talk to are not enabled to really make a difference. I have tried to re-escalate today thru the number that was on the email they sent me, telling me to wait. I am sorely disappointed and I know that the persons at Sears that could make this right with a simple decision would not hesitate if it was their family involved. My parents used to swear by Sears appliances. Now I just swear.

This is about Sears Home services: original issue was compressor died, but still within 7 year compressor warranty..but the repair service has been the problem. First contact with them August 13. Today, person is scheduled for FOURTH time. Every visit has a problem: somebody stole part out of first delivered replacement. Ordered another, wrong part this time, or he wasn't coming to work that day. Now in month three without our refrigerator. I am lettering a poster to carry in front of hh gregg. DON'T BUY REFRIGERATORS HERE...SPEND YOUR MONEY ON ICE CHESTS, BETTER RETURN ON YOUR INVESTMENT.

(Anyone buying this model and not testing the temperature is at risk!) I purchased two Kenmore Model 60412 refrigerators from Sears online Store, one for myself and one for my tenet. They delivered and installed them and I set the temperature controls to a little beyond the normal setting for safe measure. Three weeks later I got food poisoning from a jar of jam, I knew it was from this because my stomach started boiling inside very soon after eating some, and closer observation saw mold. Jam seemed like an unlikely source for food poisoning and as I do not keep food very long this prompted me to investigate. As I am HVAC-Universal Certified I had all the equipment needed to check the temperatures properly inside the fridge and freezer sections. I was shocked to find the fridge average temperature was 46 F and the freezer 16 F. The high temperatures recorded overnight being 48 F and 28 F. Now I have both refrigerators set at maximum cold position and averages are 40 F and 9 F. The high temperatures recorded overnight being 46 F and 23 F. As I was just past the 30 day return when I had figured out about the problems I was forced to opt for having Sears attempt to repair them. It took three weeks to get them to the house as the parts showed up one day after the first scheduled appointment. The technician said they seemed to have sent the wrong parts for the problem as they sent defrost controls and not thermostats. He called in and asked about it and they had him install the parts anyway. He also put some silicone on the freezer door of one refrigerator that was also icing up. As the Sears tech expected it did not address the problem, the refrigerators where still too warm. The silicone that was added to the one door seal shrunk and pulled about 15 inches of the door seal away from the fridge when closed, leaving a gap wide enough for me to slide my fingers through without compressing the seal. I contacted Sears about this always being very polite, and they tell me it’s improbable that I got two bad refrigerators and kept me on the line for awhile before hanging up on me. I did get another appointment online to fix the door seal the technician destroyed and it will take another two weeks for them to get out and fix the seal problem. They have no plan to address the temperature problems at this point. After getting sick I have kept foods only short term including in the freezer and never any open foods or leftovers. However I now smell food in the freezer, this did not happen in the ten years of my previous refrigerator and it must be resulting from warming of frozen foods as there are no such foods in the fridge below. Looking at the 1 & 2 star reviews on the Sears website I see this is not an uncommon problem for this model. I have figured out that the problem is with the restart function of the thermostat or control board, the fridge stays off way too long to keep food safe. They say this fridge uses less energy than a 60 Watt light bulb, seems that is not enough to keep food safe. Are higher temperatures the only way the fridge can pass the Energy Star certification? Wish I had kept my old 300 dollar ten year old top freezer refrigerators I bought from home depot, the door shelves where cracking but they still kept perfect temperatures of 34 F to 37 F and -5 F to 0 F. Kenmore 18 cu. ft. Top Freezer Refrigerator Model # 60412 http://www.sears.com/kenmore-18-cu-ft-top-freezer-refrigerator-white/p-04660412000P?prdNo=1&blockNo=1&blockType=G1

I want to complaint about the bad customer service that I received from the store and customer service I was transfer to 3 different people nobody was able to help me. the manager at the store Paul in Wilkes barre store number 02604 was very rude, hang up on me and when I call customer service again all they were able to do for me was ask me if I wanted to cancelled my credit card . If this is the customer service Sears is willing to offer the customers, then yes I do want to cancelled my credit card. I open the account in good faith for Sears to treat us like this. I went to the store on 10/05/15 to purchase a lawn mower next day I went to used it was not working went to the store to exchange it store offer a return because they did not have nothing comparable SA Bryan was no even willing to look to see if another store will have something comparable to offer me instead they try to get me a electric mower which I did not want . That's when I call customer service to see if they are able to help and my very bad experience started. All I wanted was for me to get a new lawn mower went to Sears because is a good store to purchase outdoor items or at least that's what I thought now I'm not so sure. What I want now of all this is a gift card of at least $75 dollars because I took a day off to deal with this, then the aggravation over the phone, the driving around that I did, I am really not happy about this experience

On March 13th, 2012 I wrote a complaint about sears not willing to give me my money back because of a haze on my glasses. They fought me until I threatened them with court. The gal at Sears said to go ahead and file a court case and that I would surely lose. Well that was the wrong thing to say to me. I then did my homework. Went to City Hall in Downey, California and found out who the owner of Sears Optical was, and who the manager of the store was. For everyone's information Sears Optical is not owned by Sears. The owner rents the name from Sears. So I filed the complaint. The owner lives somewhere in Indiana. Surprise. I mailed a small case file complaint to each of them including the store. The morning of court I get this phone call from the manager pleading to settle out of court. I was told to return the no good glasses and they would refund in full. I said "no" and that I wanted my refund plus the $15.00 I paid to the court to file. I got everything back plus. People, don't let these people push you around. Settle in court everytime. I'm so glad I did.

Service 9/12/15 I had arranged for rug cleaning through this company because they were having a $99 special, and Sears is a reputable name. My rugs had a few pet stains and definitely pet urine odor. I'd set the appointment 2 weeks out (that was the soonest they could get to me, but no problem) for Saturday, 9/12 from 1pm - 5pm. The Friday before I received a phone call confirming my MORNING appointment - I had indicated when I scheduled with them that I wouldn't be home in the morning. I called to say the appointment was for the afternoon, but I could be home by 10:30 if needed. That is what we settled on (again, no problem). I arrived home at 10:30 to meet the technician, he walked in my house and told me they do not clean area rugs onsite, but take them to their worksite so they can soak them and hang to dry. However the cost would be $250 instead of $99 and just for 2 of the 4 rugs I had planned to be cleaned. I wasn't excited about paying more but said if they could get the stains and odor out, I'd be willing to pay the extra cost. The technician removed the rugs, and said he would see me next Saturday in the morning. The following Saturday I waited, waited, waited and no delivery. I called the company and was told the technician was running late and could not deliver the rugs that day, but he could either Sunday or Tuesday. I asked for Sunday - he said he would be there at 10am, showed up a little after 11am. The carpets were still wet, but no big deal - he said they would dry fast. They certainly looked like they had been cleaned though they did have an odor - I thought it was the smell of wet carpet. He said they had to scrub a little extra due to more stains than they thought, and I asked directly "but you got the smell out, right?" and was told yes. Two days later I realized the odor was not wet carpet smell, but urine. I got on my hands and knees to do the sniff test, and indeed, the smell was urine. Very Very disappointed. My action at that time was to submit a negative survey form. I received a voice message from the technician saying that he thought I was happy with the service when he left. I called him back the next day, he didn't pick up. I left a message explaining that I was satisfied with the service based on what he told me he did, but obviously that was not done. The message was left on Monday morning (I think), and I have not heard back from him. I shampooed the rugs myself with a small carpet cleaner, but I will have to hire someone else to come in to clean the rugs. I expect to be either reimbursed for the whole amount, or at the very least, have the price reduced to the original advertised cost of $99. please advise . . . Althea Cudaback Shoreline, WA [protected]@msn.com