Sears
reviews and complaints

On July 15, 2022 scheduled an appointment for washing machine repair through my Sears Home Warranty provider A&E Factory Repair.

The first available appointment was August 2, 2022. The technician ordered parts that arrived on August 9, 2022. The technician scheduled an appointment for August 25, 2022. This appointment was cancelled and rescheduled by A&E, due to not having a technician available, The new appointment was for September 7, 2022 between 1:00pm and 5:00pm. I called the number provided and was told that the technician was on another appointment and would be here by 6:03pm. I called at 6:45pm and was told that my appointment had again been rescheduled for October 5, 2022. I was able to connect to a customer service representative that hung up on me.

On August 15, 2022 I contacted Sears Home Warranty to place a claim that my refrigerator wasn't working. Three (3) days later a repair person came and diagnosed the problem. The part was no longer manufactured. I haven't been contacted since. And now I cannot even talk to a person. I go through the automated system and when I chose the option to connect me to a person I get hung up on. Three weeks and NO contact!

To Whom it May Concern:

My name is Dawn Radcliff.

We purchased a Kenmore Elite Refrigerator May 2018. Up until July of 2022 it was fine, then all of a sudden it stopped getting cold. We called Sears on July 22, 2022 and was told the soonest that someone could come out was September 1, 2022. I was in shock on how long it would take, and that we would be without a refrigerator for weeks. The I was able to check the reschedule link that was text to me and was so exciting to see that a sooner appointment had opened up. The technician arrived on August 5,2022. He informed us that we had a Linear Compress which had gone bad. He stated that this is a well-known issue our Kenmore Model.

The technical order the parts for us, which is covered under the 10-year manufacturer warranty. The tech said he soonest appointment to come back and replace the parts was on September 16, 2022. I was in disbelief that we had to wait until 6 weeks before our refrigerator could be fixed since it had already been weeks.

I have been checking everyday to see if a sooner appointment was available and there wasn’t, in fact the soonest now was October 2022.

On Labor Day, September 5, 2022, with one week to go before we had our refrigerator fixed, we get an automated call to say that our service repair appointment had been changed to October 25, 2022. Panicking and frustrated I call Sears to find out why they changed my appointment with now phone call to see if that was ok with us. Instead, it took me 35 minutes to even reach a live person then I was transferred 5 different times. I asked numerous times to speak to a supervisor and keep getting told someone would call me back. I said no thank you that I wanted to hold as I didn’t trust anything that they said to me. After holding for 45 mins I was hung on.

Since Kenmore says only Sears can service this part and that we can’t use another company we are being held hostage.

We had to pay almost $600 upfront for labor, we just want our refrigerator fixed. I have never had this bad of service from any company before in my life. We will never again shop at Sears knowing they treat their customers like crap.

This whole situation is unacceptable, and I am expecting an acceptable follow-up to secure a much sooner date as a part of good customer service!

Sincerely,

Dawn Radcliff

Phone: [protected]

e-mail: [protected]@yahoo.com

address: 1614 SE Academy Street, Dallas, OR 97338

To Whom it May Concern:

My name is Tim Crepeau.

I was supposed to have repair tech service my refrigerator today. The appointment was confirmed on the; [protected] number. I had called twice prior to the appointment to confirm the appointment and confirm that the parts had arrived. I also called earlier today on the same number to confirm the visit. I was assured that it was on schedule. I later received a phone call (today) from Sears saying that the appointment had to be rescheduled. I returned the phone call to the number suggested, where I received a looped recording saying that the appointment had to be rescheduled with nowhere to follow up. Out of frustration I again called the above number where they instructed me to call A&E. A&E told me that they had to reschedule as they had not received confirmation that the parts had arrived. The soonest date that they had available was September 26. That's just not acceptable as I had done everything in good faith to prepare for the visit, which included confirming parts arrival and staging the refrigerator!

I am expecting an acceptable follow-up to secure a much sooner date as a part of good customer service!

Sincerely,

Tim Crepeau

Phone: [protected]

e-mail: [protected]@comcast.net

address: 4200 90th Way SE, Olympia, WA 98501

I made an instore purchase of 4 kitchen appliances on 07/13/22. 3 were delivered- stove, dishwasher and refrigerator. The fourth item, a microwave was on backorder and supposed to be picked up in store. The store shut down permanently and it is impossible to reach anyone to get a credit on my Sears card. I have tried writing, "chat" which gave me a nonfunctioning resolution tel. number. Not sure what else to do...

There are no Sears stores here and we cannot afford to have the mixer equipment send by mail due to very, very fixed income…so doing everything by hand for now

Until there is a shop here in Helena, MT

Now we understand why so many mixers were thrown in the dumpster here…cheaper to get another from CHINA instead of your products

We love MADE in USA but when repairs are not available…there it goes…

Kitchen Aid Serial # KSM 90PSGR

Beautiful equipment but…..

I have a warranty on my fridge and on 7-22-22 Repair company came out my compressor was going out so parts were ordered by sears and now it is 8/29/22 and still no parts they are back ordered, and no one knows when they will be in. Then two weeks ago my fridge got worse making louder noise and not cooling like normal. I was told my case was being escalated and someone would be calling me about getting me replacement NO one has called me and all I get is a bunch of dumb foreign speaking people on the phone who don't know what the hell they are doing. My fridge is Now Not Working having to give my neighbors our food we have no way to keep all the food from going bad if we don't. I am on hold now again with sears I want the same fridge that I have now its the Kenmore Elite 30.6 cu ft item # [protected] Model # 73315

Terrible and Horrible Service, never engage Sears Home Service.. You will be trapped.

Sears Promised to service my refrigerator on August 12th, since I didn't receive any updates from sears, I called customer service and ensured the technician will come on August 12th. As they directed, I removed everything from the refrigerator and waited for them, however, the technician didn't show up. I called them and they informed that, technician was not available. THey could have shown basic courtsey in informing me about the unavailablity. They assured, I will get an appointmnet on August 29. I was not happy in extending my dates for another 15 days due to the negligence and deliberate ignorance from Sears side. Still I was ok to wait. And few days ago, they said they wanted to reschedule the appointment for another date which is again another 15 days. I decided not to continue with them anymore. I called the customer care, spoke to their supervisor, all were super rude to me. So I stopped communicating with them. Their commitment cannot be trusted. Their promises cannot relyed. No matter what, Since I cannot trust them. I canceled the engagement with them.. Later I learned that, I am not the only person, faced this issue. I am one among thousands. Anyway I am done with sears... I had to write this review, because. Another person cannot get cheated with the paid good reviews and false promises.

Purchased a Kenmore bottom freezer refrigerator in February 2022. It is still under warranty. For 6 weeks it has been leaking water underneath and is causing damage to our wood floor. Sears tech came out on 07/15 and ordered a part (freezer fan motor), which we have received. But now we cannot get a service tech out to install the part and fix the problem. Sears has canceled 3 service appointments. We are now scheduled out for 3 more weeks (09/15/22).

On 7/6/19 I purchased a Kenmore (LG) Bottom Freezer Refrigerator Model # 795.73595.711. On Saturday 8/20/22 the refrigerator stopped working. I contacted Sears Appliance Repair because this refrigerator is under warranty. I am told the earliest service appointment is 2 weeks away. I also contacted other repair companies because I can NOT go 2 weeks without a refrigerator. I have been told there is a class action lawsuit for this very issue. It is a known issue that the Kenmore made by LG has faulty compressor units. I paid well over $2,000.00 for this refrigerator and expect it to last more than three years. I have the extended warranty. What good is it when I can't get service. I have lost several hundreds of dollars' worth of food now. I have been forced to go and purchase a mini fridge just to get by.

Oven/range when installed in 2014 was never strapped down with the anti-tip brackets. It tipped over last week 8/15/2022 onto my mother (87yo) who got pretty roughed up (bruises, scraped and cuts). Her oven is now not functional. She purchased an expensive extended warranty, but needs to wait an extended amount of time to have it repaired - hence she cannot cook!

I took a week off of work and flew up from Los Angeles to help her deal with this, but there is no one to speak to. I am also going through the paperwork and also see some suspicious charges.

I have a Master Protection plan with sears but cannot get the correct number from the company to get service for my air conditioning units which has a bad water leak entering my walls.

I constantly go through this with sears there was a leak that apparently was not repaired on the last visit.

during the visit I purchased an extra service plan and have not received a receipt or follow-up call from sears to date from July 2022

I also have another plan for my Fridge. the last visit to my home June 22 and sears has not resolved broken item the workman said I needed a replacement refrigerator since the part could not be found and the workman said I needed a new fridge I just want the item he broke or removed repaired.

There is a very serious leak in my conditioner that needs immediate correction

I have a Sears Kenmore Elite French door fridge that is covered under a Sears Master Protection Agreement. My fridge quit working in July. A trusted technician was sent on July 18. He had fixed my fridge many times in the past, but this time deemed it unrepairable and submitted the information to Sears on July 19. I have followed up numerous times, speaking with reps in both warranty claims and in overflow. One tells me to call the other, neither seem to be able to help. One individual (Raphael) in “overflow” was completely and hung up on me. Others have seemed more helpful and polite, (Vicky, Joy, others) but they keep telling me it has to go to parts for approval. It is not possible to speak to anyone in that department. The appointment needs to be closed out before the warranty department can see the information so warranty has me call overflow. Overflow isn’t helpful at all and just puts me off. I have now been without a refrigerator for over a month and don’t seem to be any closer to receiving an authorization for a replacement than I was a month ago. I am so frustrated with this process and don’t know what to do at this point. Even if it is approved today it is likely to be weeks before I can get a replacement delivered due to inventory issues and shipping delays.

purchased refrigerator with water/ice maker 0n12/22-20. After little over 1 year, water leaking all over floor. unit repaired under warranty by replacing small plastic part called "sensor flow" part number [protected]. one year later, same exact part leaking all over my floor. store where I purchased will do nothing but have repairman replace same part at my expense. Obviously there is some flaw breaking same part. If i replace same part maybe i will be sleeping while my whole kitchen floods next time.

The linear compressor on my fridge went bad. This was previously diagnosed by my regular service tech but he couldn’t replace the compressor because it was under warranty. He told me sears was the only one who could do this. Sears home warranty would not give me a price for the replacement. I was told only a technician can give me a price which I had to pay $170 just to talk to one. Scheduled the service and the sears tech verified what I already knew and the dropped a $700 repair bill in my lap to replace a part under. They could have given me a price for this service on the phone but instead chose to gouge me for $170 to tell me the price. In the end I should have heeded the poor reviews sears home warranty gets and just put the $170 towards a new fridge. I promise you this company will never get my business in the future. Hopefully I can save others from sears home warranty’s shady business practices.

Name: Jessie Monroe

Phone: [protected]/[protected]

email: [protected]@aol.com

Repair tech for scheduled appointment on August 12, 2022.

Diagnostic performed and estimated cost of parts and repair was given to me, and I approved.

Tech replaced washer water inlet valve. Which is what he diagnosed the problem to be. At a cost of $411.88.

All was good I did 1 load of laundry on day of repair, and all was good needless to say I was very happy with repair. I did 2 more on 8/13/22 all was good. I attempted to do 1 load on 8/14/22 an/d the machine stopped, and I got the same message that was told to the tech on 8/12/22 which was drn and when I checked the manual it read drain clogged? But he replaced another part? Uhm? But the repair guys are trained in these types of repairs, so I figured he was correct!

I did contact you all 8/14/22 to request that someone come out and recheck the washer n I was informed that I would be charged another diagnostic fee which I find to be unacceptable because had the technician diagnosed correctly first time there would be no need to come back. I request that the diagnostic fee be waived, and washer be repaired.

Thank you

I purchased a Maytag washer and dryer from Sears Salida Colorado on Nov 22, 2019. At the same time I took out a 5 year extended Master Protection Agreement on both appliances. When I called back the next year and again the following year for servicing, I was told I did not have that agreement on those two items, just my fridge and dishwasher. I could not find my receipts. Finally in June of this year I found my credit card statement that gave me the exact date of purchase showing two charges, one to purchase the washer and dryer and one for the 5 year extended agreements. I called again and reached an agent who was able to match the credit card number, amounts and dates to the original agreements. He was then able to activate the agreement but it reverted back to a start date of Nov 22.2019 expiring in Nov 2024. I lost 31 months of service I already paid for and Sears will not do anything about crediting those months or extending the agreement. I had to pay a local repair service to do the work and now Sears will not reimburse for that either. contract [protected] and [protected]

I ordered a part on 8/3/2022, got estimated delivery date of 8/5/2022, next day i get email stating it was on backorder, So, i filled out cancellation form, order not cancelled, Had online chat with rep who insisted on calling factory, getting update ,anything except cancel. I had to Plead/beg before they agreed to cancel. Then i get email again telling me it is on back order and will inform me when tracking is available!.. I will never order from Sears again!

RUN! RUN AWAY AS FAST AS YOU CAN! Just don't do it. I schedule a repair for my lawn tractor on 8/3, sat around from the 8 AM - 5 PM. Called and was confirmed on numerous occasions my appointment was set but no-one could give me a technician status. NO SHOW.

Called back the next day and rescheduled for the following Tuesday. 8/9. Might as well, they don't give you any other options. Guess what...same song and dance. Another day wasted.

This outline doesn't even share the hours on the phone and promised phone calls (5) from their dispatch center which never happened.

Amazingly I called the cancellation team and they rescheduled for this Friday. 8/12. We shall see if they show.

My time and two year agreement fee would've been better spent taking my mower to the local repair center.

Note, I've been a Sears Warranty customer for over 12 years. Ever since Sears filed bankruptcy and Transformco took over their warranty business, they have sunk to a new low.

Sears Home Warranty sold their business to Cinch. Cinch, kept sending Sears A&E out, and eventually they said look, we aren't going to do anything. It doesn't matter that your AC isn't cooling, they are not going to approve any repairs. I told Cinch, and they decided to send Cinch Fixd AC. which said, "you need to replace your coolant" THAT WAS 2 WEEKS AGO. Now Fixd AC hangs up on me and wont explain why they canceled the appointment to come out to do that work.

Cinch will not let me speak to a supervisor and they hsng up on me now as well. Thete is no way to contact Authorization. There is no wY to get Sears involved. Calling Cinch is 2 hours till I get someone that cannot tell me anything. O need a good lawyer, anyone?