Sears
reviews and complaints

This is criminal. If I were to walk into Sears and walk out without paying for something, they would arrest me for theft. However, that is exactly what Sears has done to me. It has been 22 days since they picked up a returned mattress from my home and I have still not received a refund payment of approx $660.00.

I have spoken with many different customer care representatives, posted complaints on their website, and this does not seem to be helping very much. I have not received one call back from anyone at Sears and at the moment they are telling me that I should be receiving a direct deposit instead of a check. Last week they were saying the exact opposite.

What does it take to get my refund from Sears?

I had a small part broken during a move and called Sears to fix it. I purchased the extra warranty so everything looked great. That was over 6 weeks ago and my washer still is not fixed. I have had 2 techs come out and a wrong part ordered, postponed appointments and very rude customer service agents.
Also, I have 2 children under 6 and laundry coming out of my ear. I keep having to go to the laundry mat and today a very nice tech came out and told me the initial man ordered the wrong part so there was nothing he could do.
when I called Sears about it they pretty much told me tough and were very rude.
I will NEVER buy an appliance from Sears again! Buying the extra warranty in case something happen made me feel all warm and fuzzy so if there was an issue they would take care of it right away. Now it is going to be another 18 days before they even have time on the schedule for someone to come out after I get my new part. I have spent so much money getting clothes washed while waiting - now I have another 18 days.
I will say both men who came out were so nice and professional, the customer service agents on the other hand not so much - they also left me on hold for 23 minutes.
My new service order number is [protected]
I have always purchased my appliances from Sears and I don't want 1 bad experience to change that but I this has been so challenging on all parts.

I completely remodeled my kitchen in 2012. We bought all new kitchen appliances from Sears. Range, above range microwave, side by side fridge, dishwasher. These were all LG products. I have had to replace the handle on the microwave twice. It is not real stainless steel. Just coated. It bubbles, cracks and them begins falling off into the food below. Very poor quality. Sears had not solutions except to order a new handle at my expense. This should be a recall! I have been a loyal customer to Sears for years but no longer. I will not buy LG products again. At the very least you should pay for this handle to be replaced. I would be happy to purchase a real stainless steel handle if it were offered. Please help with this matter. Board of health should be contacted. This seems to be a real health hazard. I am not the only customer complaining about this matter as you should know. I would appreciate a response. I am trying to take this further.
Steve and Julie Bodden
Kenmore Elite Microwave Model [protected] Serial # 204KMo1600

The touch buttons of the dishwasher have started to come out within a year of use. I thought it was issue with just one button, so I glued it back on, but now all of them are starting to come out. This is a manufacturing or design defect that Sears should, as this type of issue should never happen with a very light use.
This is clearly a manufacturing/design issue that Sears is supposed to fix but they are refusing to do anything about it.
As this is a problem with this product, can Sears just mail we users a sheet of 'stickers' we can glue on ourselves? This problem makes my appliance look old and misused.

I have a sears extended warranties for a GE Monogram side by side stainless steel refrigerator model# ZFSB23DSS which I paid over $5000 for it. For more than a year I had many service calls for the same issues. My foods have been spoiled and the fridge is not cool enough and I have ice buildup on the freezer all the time. Sears was unable to solve the problems. Finally, last June the refrigerator stops working completely. I spent more than a month with no refrigerator. The refrigerator was still not fixed. There has been mold building up inside the refrigerator. On August 28 sears file a claim on my behalf and offered to pay only $1500 to replace the refrigerator in addition, sears has been harassing me with phone calls and letters requesting unused parts which I don't have at my house.

Last year, I brought a Sears Weed Wacker, special fuel, and extra line at my local store in Ocean Township, NJ. The product worked fine for 1 month. Then, it would not start. I became so frustrated; I returned the products to the store for a refund. The store refused: I left the entire purchase at the counter and walked out. The store manager had the equipment repaired; traced me by my Craftsman Club membership; and, he arranged a return of the equipment & accessories to me. This year, the Weed Wacker did the same thing. This time, I purchased the $50 electric motor attachment and hoped for successful use. The attachment does not start the Weed Wacker. Needless to say, I'm less than pleased. As a life long Sears customer; I'm disappointed. My dishwasher, washing machine, dryer and refrigerator are all Sears products that operate without a problem. My experience with the Sears gas Weed Wacker has been a nightmare.

The Sears Tech came to look at my Samsung refrigerator which was building up ice on the evaporator coil and around the ice maker. He didn't even touch the refrigerator, just looked up the issue in his laptop. Quoted a price of $350.00 to caulk around the ice maker housing. I asked how will that fix the evaporator coil freeze-up. He said he could fix that too for a separate fee but it would freeze up anyway because Samsung refrigerators do that. This causes the fan to not turn well and is very loud. I refused repair and he still wanted to charge $99.00 for a service fee. I don't mind paying that if I refused a permanent fix but he was basically telling me it couldn't be fixed. Considering he didn't even examine the refrigerator, the same info could have been relayed via email or phone. He argued a bit and then said I'd get a bill. I called India (I mean Sears) and won't even bother to describe how utterly useless that call was. Tried to sell me a warranty on the refrigerator!

A Sears washing machine repairman came to my house to replace a seal inside the washer with a punctured liner. After doing that, he attempted to adjust the plumbing, broke a valve and caused water to come gushing out, filling the entire bathroom floor and leaking through my wooden floors into the basement. He admitted he was not supposed to touch the plumbing, and file a claim. It has been 1.5 months now and despite 6 calls and 4 emails to Sears insurers, Sedgwick, I have not been able to get in touch with either my assigned claims associate Matthew Greenlee or his supervisor. Sears customer service picks up every time, sounds sympathic, writes "a note" on my account and then tells me there is nothing they can do except connect me to Sedgwick. The repairman caused $8, 000 in water damage to my bathroom and additional $400 to fix the plumbing. I did not pay for the repair as damage was caused and now I am received collection notice when sears is the one that owes me thousands of dollars.

Bought vacuum at Sears told me they sold filter. Went today for filter. Can't find it on display. 30 minutes to find someone that works in dept. She knows nothing! Tells me she was only hired 2 days ago. She leaves to find someone else 15 minutes later she comes back w a young man. He knows less than the ! Bought vacuum at Sears told me they sold filter. Went today for filter. Can't find it on display. 30 minutes to find someone that works in dept. She knows nothing! Tells me she was only hired 2 days ago. She leaves to find someone else 15 minutes later she comes back w a young man. He knows less than the woman. Tells me don't get mad at him he was only hired 4 days ago.

They both leave to find the manager, 20 minutes later the young man returns w the manager - he doesn't know anything about the filters he will check in the back. 30 minutes later he returns & says you don't replace the filter you wash it!

Saw a recliner online it says it is in stock. I want to see the recliner make sure it works for me. Only salesperson is the young man that worked for Sears for 4 days! I show him on my phone that it is in stock! He goes to find the manager. 30 minute wait again he returns & says NO it is not in stock it is in the warehouse I can order it online!

But how do I know if it works for me?

He says I can send it back if it doesn't work.

Speak to store manager no way to have recliner delivered to store for try out, she says same thing order it online & if it doesn't work send it back.

My experience with Sears has been a nightmare and I will never spend another dime with this company. I bought the top of the line refrigerator, which is the Kenmore Elite. I paid 2400.00 for a lemon appliance, plus the so called "protective agreement." I'm writing this review on September 1, 2016 and my refrigerator stopped working on July 21, 2016. I am at this very moment waiting for resolve on this worthless appliance. Forty three days later and they will still find a reason to not replace the refrigerator. Even the local sales associates and managers are not able to understand why Sears will not simply replace the obviously unrepairable item. To date, the circuit board, the compressor, the compressor starter and two other items called dryers have been replaced and the refrigerator still doesn't work. After the repair failed, I called the customer relations department and spoke with a reasonable person. (finally) She stated "Mr. Smith, this refrigerator has cost our company almost more money than the refrigerator is worth and I think it's about time to replace the item." After being on hold for a while, she advised me that I could find another refrigerator on line or go in to my local Sears store. The sales associates at the store called to get an authorization number and were denied the number and advised that the refrigerator and customer will have to undergo another repair attempt before their policy would allow them to replace the item. I then took the phone from the associate and argued about the inconvenience of having to eat out every day for, at that time, 38 days. Having to buy ice for drinks everyday, unable to replace the food lost because of not having any way to refrigerate the food and the September 1st repair time will be the fifth time I've had to take off work and meet a repairman. The representative on the phone did not relent and continued stating that there has to be three installments of parts attempts made before the item can be replaced. No matter how much it inconvenience the customer. Five parts have been replaced. However, since they were replaced within two attempts, I did not qualify for replacement, (no matter how much I have been inconvenienced eating out and taking off work).
First of all, the protective agreement states that Sears will repair or replace the item. To repair the item, they will inconvenience the customer by sending parts to the home, rather than sending them to the repairman or store. In my case, it was a compressor, a compressor starter and two other parts called dryers. It wasn't so much as having the parts at my home, but it was the length of time before the repairman would return. Also Sears wants to turn your home into a appliance repair shop. The extent of my repair issues should have been done in a shop, not in my kitchen on new hardwood floors. I'm thankful that no damage occurred because if it had, I would have spent months calling 800-numbers and being placed on hold for hours only to be answered by a robot trying to get my floors repaired.
IT SHOULD BE NOTED THAT IT WILL MOST ALWAYS BE 6-8 DAYS BETWEEN APPOINTMENT DAYS AND OFTEN EVEN LONGER, Thus the current 43 days without a refrigerator that I paid almost 3000.00, including the worthless "protection agreement."
In my opinion, due to the unbelievable lack of service, uncaring, unconcern for customers I experienced from Sears, it explains why a business that my family has used since my beginning is closing some of its doors and rightfully so. My family has bought all their appliances at Sears for many years. Anytime something went wrong with any appliance, my dad would simply say, "lets go to sears and find another one." When it came my time to make decisions for my family, it was automatically, "lets go to sears." Never again! I will not even buy a pair of Levis from sears. I am on a mission to tell as many people as possible to not shop at sears. I am not a social media guy, but I will sign up for every social media outlet available to WARN against shopping SEARS!

Sears Home Services (Amarillo, TX)

Repair Service

I was recently hired off the street as a Softlines lead for Sears. Soon after I was hired the store manager was fired, which left the assist store manager (clueless) and my co-worker which was also a Softlines lead. They have no training at all except loading the printer paper for ads or changing the signs. Three weeks in the other Lead is treating me as if he signs my paycheck, he and the assistant were thick. Mean time so after I was hired I developed edema in my feet and legs, my doctor put me on a water pill and it worked, however the water pill depleted all the potassium from my body (yes it was damn near all) apparently when this happens it will cause severe pain, fatigue and lethargy. Because of the i was in so much pain and did not know what was wrong with me I was off work 3 days. I came back with a Dr. Excuse for the time off. Now I have really never been sick at all, but I am 52 and and this is what happened. Also not Sears fault either. Meanwhile at work I would continue to make changes on the floor and all would be turned back the next day. I had no respect from any one "Ren and Stimpy" in the office would sit on calls and were the decision makers while I did the stuff hobblingly around in pain. Around the 30 day mark of my hiring I was called to the office and told all Lead positions were being eliminated but there were new jobs to applly for. At this point I had no intention of staying. We also at this time had an acting manager from another store, he was a extremely professional and genuine person. He was only there to keep the store afloat. He then leaves and another manager came along, he was from Dubois. Chris is rude, arrogant and looks as if life was handed to him on a platter. Had a meeting with Chris, the assistant manager and the other Lead. Chris stated he wanted to keep Us on that we all should apply for the new open positions. He asked me if" I would want to be the Softlines manager" I said not real sure was thinking on it. He said ok how would you feel about being an MCA in hardware? But would be a pay cut but he would still get me $10.00 hr. He asked how me and the other two got along I said we had an issue but that's all solved as long as the others do not get a Tone with me. The next day I came in and went to speak with Chris about the positions. I said I don't want the MCA because i know nothing about hardware (he knew that) and I had tried to apply for the Softlines manager position but it was not on there, i looked 3 times he said I was not eligible to apply... I said how can I not be eligible to apply for a job I already hold? No answer because he quickly moved the situation to a folder and papers on his desk. He said we have a issue here I am like ok what? Chris said I have 5 or 6 writeups on you and also a termination paper I stated AH no I don't I never even had a verbal warning for anything! At this point I knew I was being setup. I said for what Chris said for missing worked and no call no show.. Bullcrap! I have the Dr. Excuse and I have my copy (Chris was like OH you gave a doctor excuse?) I said yes and I called as well. He then said well the file I have right here is your preemployment folder and then he said we are looking for your employment file? Ok then where did the bogus writeups come from were they just laying around? Would they not been in my folder? I never seen or heard anything about any of this until now? I wanted to see these writeups and Chris stated there was no need they are here and real and stated I had as not a Team player and he wanted people with integrity on his team... He said " you are terminated" give me your keys and your employee discount card (ya you can shove that 20%) i was there almost 6 weeks and I was a manager my card that was to do over rides was finally activated only the day before. I was undermined on everything I did, and I mean everything. I was setup to fail. Also when Chris realized I had my doctors excuse in place he then said I was late this day and this day. I was late twice once because they changed the schedule on me and the other I over slept. If I was late all those times so would of 5 other people that came in with me every morning! So many things were wrong and I tried to tell them and tried to fix it too, but I got NO help. Everything was screwed up I do mean everything! Here was a sign that says BOGO shirts 14.99 but the rack did not have BOGO shirts it would be sweaters and not even 14.99 they would be 21.99. And cashiers were told if the customers complain to bad take 5% off the price of 21.99 if they want it. All they cared about is getting ALL customers to sign up for Sears credit cards and getting warranties on ALL HardLines. Sears is more like a telemarketing firm, every time someone gets one they were told to call the HUB. Sears is a double standard one for the men and another for women. I thought going to work there would be great because it is a National store that's has been around since the late 1800's. I did find a great hard hitting lawyer that stated I have a great case however it's a 5000.00 retainer fee. As I told the lawyer I don't have that kind of money and he said ya and Sears knows that, thats why and they get away with what they are doing. It's not over by a long shot I will find a lawyer I can afford and yes I am in need of $$$$ but I want Chris terminated and then shake his fricken hand and say good Luck. Ya Ok. Next step will also be the media out of Pittsburgh. It will be like

From May, 2015, Sears has refused to replace the deck their tech scraped across my garage floor & apron, by failing to raise the deck from its lowest position on the floor, when he drove it after a deck wheel adjustment, out of my garage. Sear's refusal to replace the deck was done under the guise of calling it "cosmetic & not covered", when this was DAMAGE done by a tech! Sears recently again refused to replace this tractor due to its pathetic design where the hood simply sits loosely on a major plastic housing of the tractor, where it cuts grooves into housing when running, vibrating & moving up/down/sideways, removing the hood's paint; and, in addition the bottom sides of hood do the same where they rest in side grilles, rubbing paint right to the bare metal.

After I had reported the damage to the deck, Sears says they will send out a tech very nasty, abusive technician (whom I knew from the past), "to take high definition photos of the deck." I did not know this is who they assigned this to. Upon his arrival, he said hardly a word, demonstrated a hateful, disrespectful attitude, evident in his tone & demeanor. He took ONE photo of the scraping damage of the underside of the deck on a Sears phone, which has a LOW definition camera, and of the front of the unit (there was no reason for that), and simply walked back to his truck. I ran after him, asking him where the photos were going to, and for his card. He ignored me, went in his truck, & drove out my driveway, while I was calling out that I wanted his card; but he proceeds to close the window, & speeds off. My complaints about him went nowhere.

From that point forward, Sears Dispatch/Service began playing games with me; cancelling every appointment that I made for service all last summer & fall. I got hooked up with a Customer Advocate, & she has been involved since Nov. 2015. She put a stop to the cancelled appts., and told Service/Routing that they MUST service my tractor. I further found, verified by Customer Solutions that in June of 2015, someone placed a note on my account that they would not be sending out any technicians when I had needed a service call on my tractor! Incredible and a breach of contract.

RECENT PROBLEMS: The motion lever, when in neutral should keep the tractor stationary. Recently, it moved tractor forward while in neutral & stopped & went into a barbed wire fence I was close to, as I was on the tractor, which damaged the hood, the front grill, and the bumper bar. The technician simply took photos, and when I asked him to indicate that the damage was due to a malfunctioning neutral, which he admitted verbally & on his repair ticket that the tractor creeps forward in neutral; he DENIED that he could make the decision to replace the items or the tractor. He took photos, saying they would be sent to STAX dept, who would make a determination.

His repair visit was also for the engagement lever not working, so you can't cut grass. Before he arrived, I discovered the belt was hanging off the front pulley. He blamed the belt, replaced it, tested engagement lever twice, deeming it fine.

Three days later, I go to cut the grass, & the blades do not engage, and I find that the brand new belt has fallen off the front pulley, just like the old one. This should be deemed as unrepairable, & the tractor should be replaced on that basis alone; & on the fact that I have a Protection Agreement.

But Protection Agmts.tells me that the tech needs to state the tractor needs to be replaced or repaired, & that he should have done so. But, upon calling them back, I am told hat he cannot be told to put down anything!

My Advocate contacts his mgr, who promises a solution by the next day, but calls to say he still needs to speak to a higher dept. But he also says that "we seem unable to satisfy you." I questioned what that meant, & was told possibly some refund. NO, replace the tractor w/no excuses, as
you rightfully should; I can't replace it for what I paid for it.

Sears is one of the top of the list companies that practices deceit, refusal to take responsibility for issues that are their own fault, and tries in every way to avoid costing themselves any money, and they will get out of it through any means possible. They are absolutely ruthless and dishonest.

I went to Sears to buy a bundle package for Kitchen appliances for my rental unit. I decided to sign up for the sears credit card to have no interest for 12 months. The process at the register was tremendously painful. My sales person kept ringing up the incorrect item, and when she went to delete, she deleted the wrong item and had to re-ring it. This process went on for 30 mins and by the time we left the store we had so many receipts we did not know how much we ended up paying for the bundle, (nor could she tell us), however we were assured it was all correct. With our 12 receipts (for 4 appliances) we walked out of the store dazed and confused (still not knowing our total). When the delivery ppl called to let me know when our appliances would be delivered we were missing a fridge and the cord to the stove. No problem we would just call the store and have them re-ring these items. After many attempts to connect with a live person at the store we finally spoke to a manager who told us that we'd have to come into the store to purchase the fridge. This not being an option as my husband was out of town, I told them so, and they said that the only way to get the item was to come into the store since we had opened a sears card and the card was not issued yet. I told them to look up our purchase and re-ring it with that info. Furious as we needed the stove for my tenant, and my husband was out of town, so coming into the store was not an option, they told us to call Sears credit and get our number from them. We did so, and this was not an option either, they too could not give us our new sears credit card number. Called the store back and each person I spoke to could not come up with an answer other than come into the store. At this point I just wanted to cancel everything and purchase it from another store, however I was not even allowed to cancel my order without coming into the store, again impossible. Furious, my husband now has to shorten his business trip to come home and sort this out. We wasted too much time in the store already, too much time on the phone with multiple managers who could do nothing for us and then we have to go back to the store to correct this. Sears has to do way better than this, they need better policies and better training in customer service and customer recovery. We were not offered any sort of consolidation and to top things off, the stove arrived all bent up by the fork lift, we had to refuse the item. I am so furious, I would not suggest anyone purchase large items from Sears

Called Sears Home services to schedule a service for my GE profile Refrigerator which is not cooling and still under extended warranty

called on the 8th of August I was given the 15th as the earliest date a technician is available to come out
on the 15th The tech did not show up because he called sick and went home according to sears
I was given the 25th as the next date, after fighting with the reps and talking to the supervisor they rescheduled to the 17th

on the 17th the technician showed up and after looking at my Refrigerator he said " am guessing here I don't know how to check this kind of refrigerators " exact words, he asked his office to send a senior tech the next day 18th

on the 18th Sears had a phone outage and could not schedule anyone
after few days and several calls I got a new date for 24th
on the 24th the technician called sick again
I called and got new date for the 29th again after fighting to move it fwd. I got the 25th between 8 am and 12 pm it is 4 pm no sign yet
I called Sears to check status am getting mixed messages rep saying he cant make it today, her supervisor said he will be there ...still waiting

not sure what else I can do these are high end 48 built in refrigerator that cost over 7k and we have been over 2 weeks trying to get Sears HS to come and keep their promise when they sold me the warranty that it will be 48 to 72 hr max for them to fix any issues with the appliances

My kenmore four year old refrigerator model [protected] was diagnosis with a bad compressor. The warranty states "if the seal
Ed refrigerant system is defective within five years from the purchase date, call 1 - 800my - home to arrange for a free. Repair. " (See attached0
When I call they said it would be a $99. 00 diagnosis charge and if the compressor was bad there would be no charge.
The service tech charged me $198. 00 for diagnosis, 81 for dyedrier install and 45. 32 for the drier.
I have worked for carrier air conditioning with engineering for 40 year and the drier adds no time to the compressor install it reduces it because of its service port. The drier is part of the refrigerant circuit and should be at no charge per warranty.
This is nothing more than sears trying to offset the warranty cost.
The total cost to me was 287. 88 which per sears owner warranty should have been no charge
Info
Sears #0007744
Service order # [protected]

Hello every one I ordered mower parts from Sears Parts Direct way back in July of 2016 . I received 2 mower parts in the mail the other 2 parts did not come the ship paper said back order from the mower parts vender in Texas . As of today 8-23-16 still no parts . How long does it take to get a control cable and some carb. gaskets stick them in a box and send them to my address .I made phone calls and phone calls on top of phone calls all I here is i'am sorry I'am sorry The sad part is the parts are paid for they got their money screw you WILL NOT BUY NOTHING AT SEARS AGAIN this is some of the reason they are closing stores good close them all.

On July 5th we had a range hood delivered by Sears.com. Our contractor was not able to start work on our kitchen until August 16, at which time he told us that the particular hood that we chose - FHPC4260LS 42" Glass Canopy Island Hood - Stainless Steel Size: 28.0 x 41.3 x 21.7 - was not a flush mount hood and we needed to return it for a different model FHWC3660LS 36" Frigidaire Glass Canopy Wall Mount Hood. So we immediately called Sears and we were told that we were outside of the 30 day return window by 11 days. I have never dealt with such deplorable customer service. The representative on the phone was very difficult to understand because of her accent, and I truly felt that she did not even understand what we purchased and certainly did not care about our plight with being at the mercy of a busy contractor who was unable to start our job as quickly as the 30 day return policy imposed. She kept repeating, "We have a 30 day return policy" - must have said it eight times - and I felt like she was reading from a script. I asked for a supervisor, and after being given the run around, someone came on the line that sounded just like her using the name Colleen. She, too, had a very same think accent and after asking three times where I was calling, she finally said the Philippines. I never would have purchased if I knew that customer service was outsourced. So she basically had the same script as the first one, and when I questioned that returns should be looked at on a case by case basis, she finally said she would put in a report requesting an exchange and we would hear in 3-5 days. And we did hear, this time from Zina ID#543216, who had the same spiel as Colleen about the 30 day policy. I asked her for a supervisor, and she said there was none there! Like beating your head against the wall, these reps don't have a clue what customer service is. We took the sealed box back to our local store and were told that they don't even have our purchase in their system; that Sears.com is not the same as Sears. I mean really? Seems deceptive to mean. I remember Sears years ago being as American as apple pie and having superlative customer service even as recent as five years ago. Unbelievable. Now we are stuck with a rang hood which will not work in our kitchen and all we wanted to do was exchange it with no loss to Sears. I will never purchase anything there again. Another American business that will probably close because of poor service.

I am a new home owner and I wanted to buy a washer and dryer from a company that would help take care of me if needed. I spent over $2500 on a Kenmore washer and dryer about 7 months ago. The washer machine has broken 3 times since then. The computer board just stopped working. So on 08/11/2016 I called Sears to set up an app. to fix it. They didn't have any open time on Friday or Saturday which i understood. So they made an app. on Monday for 8 am to Noon. I took a day off work just for this. I get an email at 12:01 saying they have changed my app. to 08/16/2016 from 1 pm to 5 pm. So i have to take another day off work. I called several times to explain my disgust and disappointment. The customer service was very rude and didn't care at all. So on 08/16/2016 around 4:45 pm they still have not shown up. I call and they changed my app. again without tell me from 4:30 to 6:30. Well that just was not ok with me. I had a meeting i had to go to. So while on the phone i tried for over 20 min to tell them i need help on this today. I cant be without a washer for 6 days. All they said was well you are gonna have to wait. So finally around 5:30 the Tech shows up. The nicest guy ever. After about 2 min he tells me the issue and starts looking at parts. It is going to cost $1, 300 to fix this machine. It would only cost $1, 100 to replace. The parts wont be here until 08/27/2016 and then i can make an app when they have time. This is unacceptable. I will never buy any thing from Sears again. I will make sure to tell everyone i know the same thing. Sears Customer Service is terrible. If you actually read this just know the service is horrible and not worth buying.

This is the main part of a letter I sent to the C.E.O., after getting no response from the Sears service line. (And the response from the CEO was a message from his assistant leaving me the phone number for the service department that I clearly wrote had been ineffective.

I called to get service for both my range and my refrigerator/freezer. Two different technicians were sent at the same time, one for each appliance (which on its own seems incredibly inefficient and costly).

The technician for the icemaker came first. He found some bread in the area of the icemaker, which was blocking the ice. He pulled out a drawer with a drain and said, "here, rinse this out." I was surprised that he gave it to me to do and at the brusk attitude, but went ahead and began rinsing it. At the same time, the technician for the range came. I said I was going up to talk to him, and the fridge guy told me to finish rinsing the part. I handed it to him and said I was going to talk to the range guy. He again told me to finish, and I again said that I was going to talk to the other guy.

When I set up the service for the range, I had told them on the phone that there was an error code and they said that they knew the part that would be needed and they would try to get it on the truck. I also told them that I was having people over on Saturday (it was Monday when I made the call) and that I really needed the range to be fixed by then. The part was not with him. He said that I would probably get the part in 24 hours. I showed him where smoke and soot had come out of the control panel. Meanwhile, when he went out to the truck, the fridge guy said that the range guy should really check other parts also to see if they were bad. When the range guy came back in, I asked him repeatedly to check the rest of the range and he kept insisting that this happens all the time, that he knew exactly what was wrong, and that there was no need to. I was given an estimate of about $225 for service and labor.

Back to the fridge guy. I went back downstairs and he had replaced the part I had been rinsing. He said everything was fine. I asked him if he checked if it was working and he said no, but it would be fine. I don't know if the ice had to build up or if he just didn't want to bother, but since I had to get back up to the range guy, I said ok. A week later when I went to use it, bread was still coming out and the ice was not.

The part for the range came 2 days later. I had the service appointment scheduled, and then Sears called and said that even though I was scheduled, there were no technicians in the area so they were re-scheduling me for the next week. I told them that was not okay and after about 10 minutes going back and forth, they said they would try to send someone out, but did not give me any time frame, so I just had to wait all day, not knowing if anyone would show or not.

When the next technician finally arrived, he opened up the back and told me that there were parts that were burned and had to be ordered. If the first technician had bothered to look, he would have known that, too. If the part had been on the truck the first time as requested, he at least would have tried to install it and seen that new parts were necessary at the first service call. This tech said that he would rig something, which did not make me feel very secure, but he said it would be fine. Then he realized that the part ordered was a different size and because of the burnt pieces he was not able to. Next he told me that the front display piece had melted and normally they would just peel it off, but it was going to look bad now. So, he peeled it off and said, “See how bad it looks?” Then he said he would try to fix that. He tried putting some black electrical tape on the edges (it's a white stove). He put it on crooked, then put the piece back and said, “See it looks fine now.” It did not, but I admit that he did try to make it work. The estimate with the new parts went up to almost $400. If I had been given that estimate at the beginning, I would have just bought a new range. Now, I had already paid about $165 and this technician said that he couldn't leave until I gave him the remaining $55 (approximately). I said that nothing had been fixed and I shouldn't have to pay and he said I had to. I was already late for picking my kids up from school, so I ended up paying him just so he would leave.

When I returned home, I spoke with a supervisor at Customer Service, who said he would call me back in 30 minutes. I told him I was wary, because of all the problems I had had so far. He said he understood, but to trust him. He never called back. He also said I would get a call in 24-48 business hours about the requested refund. I never did. I was later told they sent an email. I never received an email, and again was not told to look for an email, but to wait for the call.

I have asked for a refund on the whole range incident and was told they would give me $65. That does not seem fair, as nothing at all was fixed.

As for the icemaker, I was told that another technician would be sent out. At this point, I think the motor may be damaged or was taxed by the clog, but I was told that no one will check that. And I can't say I have much faith in the technicians at this point.

And after all, of this, I get a call from Sears checking on how the service went and when I told them, they recommended that I buy a warranty to cover repairs in the future so I won't have to go through this again.

December 2015; still no resolution August 2016

I purchased a Kenmore Elite refrigerator Model #795.[protected] & Serial #604-KR01810 several years ago. During that time the light bulbs have burned out numerous times and been replaced. This past time the light cover melted and the area where the bulbs attached became warm enough to cause bubbling of the plastic at the top inside of the fridge. After doing some research, I learned this a known problem and is a known electrical hazard.

I further learned there is possibly a class action lawsuit as it relates to this matter, as well as this product is more likely than not under a recall. Some thread forums reference calling Sears warranty and/or recall hotline at [protected]. I can attest after making such a call and speaking to a person in Asia that they were more than happy to schedule me for a service call for a diagnostic fee as well as parts and labor. He was either unwilling or unable to look up the product by the serial number and model number to confirm the validity of the recall. His belief of the definition of a recall was if multiple calls went to the same location, this was a recall. He was also unwilling to give an employee ID transfer me to a domestic call center.

As a single father with a handicapped child, a burned out fridge light bulb is more of an inconvenience than a major emergency. Obviously, the threat of a fire outweighs our need for a light so we will forgo replacing the bulbs again until we can gain more information. I would truly love any help that can be provided including information on the class action lawsuit, the recall, or an appropriate way for resolution.

I have attached a link below that references one such discussion thread:
https://community.sears.com/Discussions/Single_question_detail/All/Allquestions/I-had-light-bulbs-burning-nonstop-in-my-Kenmore-Elite-Trio-refrigerator--I-called-Sears-two-days-ago-and-was-told-that-it-would-take-7-to-10-business-days-for-the-part-to-come-in--I-wonder-what-part-they-were-referring-to-as-the-entire-ubulb-unit-has-be