Sears
reviews and complaints

Hello -Sears home warranty had me find my own electrician in June bc they didn't have one in my area & sent them a bill for $795.00 and they have denied the whole claim.

Then on July 15th my AC went out & the technician said I needed a new outdoor unit they kept that in approvals until July 31st then approved & today is August 8th & they have not ordered the parts yet. Teps have been over 107 degrees & I asked from the start that they expedite this to avoid getting sick from this deadly heat wave.

In 2012 purchased the Kenmore Elite Top-Loading Automatic Washer, model 796.3151#21#.

I noticed some rust around the liquid bleach compartment, but I soon realized the rust is more extensive than it looks. I really like this washer, but I have seen that a lot of people are dealing with a rust issue. I am disheartened to learn that my Kenmore washer and others like it are defective.

C. P.

08/2/2022 4:10 PM in my 14 years of retail with walmart. and being in management there, I have not ever treated a customer, heard a customer treated the way that both my wife and I were treated by Mark of the Kallispell, Mt. store.

on june 30 we made an on-line order, were led to believe that it would be here in 2-3 weeks and would be delivered to the store in Kallispell. onir july 7th we contacted the store and talked to Mark to see what was up, on-line said it wqas processed, he stated that the order would be there on the 17th.we wanted to know if it had arrived, were told we would recieve notice. after recieving another email from-online around the 22nd of july saying it was processing, we contacted the store again on july 28 they checked the next shipping manifest and said it was not on that truck , and the lady stated she would call when order arrived l. we called the on-line customer serviceon8/2/2022 and were informed they were at store on 17 July. contacted the store to find out if in fact they were there,my wife apologozed for being a bit perturbed about this , and said such to Mark,he went straight to argument mode, did not even bother to listen or try to answer question, and startyed angrily blaming us for his attitude then continued to tell us that he "was tired of dealing with on-line customers, it is what it is and if we did not like it we could cancel the order." and hung up the phone i tried to call him back and haave a conversation and he began with accusations about my wife,.

This person does not to be in retail and because of his lak of customer service i have cancelled my order for the two appliances.

We bought a service protection agreement for our Kitchen Aid refrigerator in 2017. After numerous repair visits, a technician deemed that the refrigerator was unrepairable and that a replacement should be ordered.

First time we needed a repair:

July 10th 2017

Following repair appointments:

November 1st 2019

November 13 2019

February 17th 2020

March 6th 2020

March 2020

Sept 28 2021

October 11 2021

November 15 2021

Refrigerator deemed unrepairable. Order was placed for a new refrigerator:

December 1 2021

Dates for all the calls requesting a status for the replacement refrigerator. Each call ends with "We are escalating this to our manager for authorization:

January 5

January 14

January 18

January 27

January 29

February 2

February 8

February 24

April 21

April 27

May 18

July 15

July 20

July 26

Aug 1

May 9th Sears repair service was notified that my washing machine needed repair, appt was made and the repair tech came out about a week later, the next day the washing machine broke again with the same issue and another appt was made and the tech came out again, this went on several more times. July 5th the service tech came out and stated that the wrong part has been installed into the washer and that he had to order different parts, as of today for this repair that is needed I have received 4 boxes of parts that is sitting on my washer and parts in my laundry room where the washer has been taken apart and was told that there is another part that is on backorder and don't know when that part is available, my washer was bought in 2019 and has an extended warranty till 2024 that I purchased when I bought the washer.

I have been a Sears customer for more then 20 years. I bought my Kenmore washing machine in 2002 which was covered with Master Protection Agreement (MPA). In 2016 I purchased a bike which was added to the same coverage. I never had any problems with renewing my MPA coverage until today. All these years my washing machine had 3 or 4 issues that have been fixed by Sears. Now that I called Sears to renew my agreement, they told me it is not possible because it expired. As per the customer service representatives, Barbara and Noel, I have passed the due date by 10 days and there is no way they can renew the contract. All these 20+ years I have been a loyal customer, buying even my car tires from them. Now they are offering me an Appliance Plan for 49.99 monthly that will supposedly cover all appliances. I'm not interested! I want my MPA coverage back! It was working perfectly fine. I also live in an apartment and my Landlord maintains all the other appliances. I asked for a superviser to talk to and Noel told me "the only supervisor there is the sales supervisor." I requested a copy of my MPA agreement and he responded that he can't send me that and I am supposed to have my own copy. Sears isn't the great store who cares for it's customers anymore.

I bought a Kenmore Refrigerator in 7/22/2019, I've had nothing but problems with it. It started in 7/2020 up to now, a few times in the past two years. The repair personnel have been here more than 5 times. No one seems to know the right way to fix it. I have lost so much time from work and stress to top it off. I have an elderly mom that's on insulin and I need my refrigerator working properly. One of the repair men told me all these model refrigerators have nothing but problems, and they don't know, why it's happening, can't figure it out. Today the repair man was here again 2nd time in July, all food frozen on the bottom part of it. The repair man ordered 3 parts; they won't be back till the parts come in. I'm so stressed and angry at this situation. When Sears sold me the warranty, they made it sound beautiful, any problems we will fix it or replace it. I have called the warranty and literally argued with them, because they seem not to care about my problem. they refuse to replace it and I'm sick over this whole situation. I don't need to be calling then every year for this appliance. It's so unnecessary for all these problems. I know this refrigerator was a Daewoo not Kenmore, only the name on it. I have been told this. I would like someone to back this problem up and to call me to see if I can get some help. I have never had any problems with my appliances in the past that I bought from Sears, until now. My name is Ana Diaz [protected], email: [protected]@comcast.net, Please call me.

I purchased a new LG fridge March 2021 because I complained BBB against Sears selling a lemon Kenmore fridge keep broken down for years each time Sears repairs guys came out numerous times. Refused replaced the new fridge under master protection plan. I went thru headache, stress, anxiety closed to a year without proper fridge. I tossed my food several times because the repair guys working find than a week broken down again & again. They covered only $300 food loss omg the food cost way more. I am searching attorney taking case selling a lemon fridge over a year not working proper fridge. During the year 2020 Sears refused sending out repair guys coming to the house because of the COVID 19 and they refused honor the year loss under Master Protection Warranty. Sears should honor giving back each customer additional back a year warranty because of the COVID not the customers false. All the customers loss a year of warranty. I feel it's not rights. Poor customer services not honor.

They will refused selling me warranty at the times I purchased the fridge for 5 years $723 later they mailed me 2 years for $265.62 than I asked for 5 years they tried to sale me $1200 than few days later they tried to sell me $1550 for 5 years because sell person said new fridge costed more than your old fridge. Previous guy quoted $1200 said over $723 than he pushed me buying the dishwasher $585 with it in order for the price $723. The master protection price not consistence amounts sound like the salesperson scam ripping off customers. Oh... today 7/27/22 told me if you don't decide it will going up next week. I thought we have 30 days to take it over. She said I am giving you deal. We need attorney and Better Business Bureau protecting customers. I left messages have the supervisors contact me no one contact me plus I even sent out a photo copy I want 5 years master protection plans. They tried to sell me the home cover protection plan $50 a month even I told the sale person I wasn't interested then she asked why. I told her I don't need it. She sounds like being pushy forcing me purchase. Especially the other sale guy lied the new appliance cost more to repair thinking I am stupid. The previous sale guy told old appliance cost more repair but new one cheaper. I tried to explain to liar sale guy then he said the other gave me false information. I asked my neighbor said Sears sale people providing you false information.

Last year on 11/14/21, I purchased a Kenmore Top-Load High Efficiency Washer from Sears online store.

On 6/6/2022, approximately 7 months the washing machine stopped working and would not turn on.

Since the machine was still under manufacture warranty, I called the Kenmore Customer Service Care Hotline @ [protected] to arrange for repair service (Service Repair #[protected])

Approximately 2 weeks later on 6/21/22, a Repair Tech from a service company called Quality Repair Company came out to inspect the washer machine and diagnose that the computer board had burned out?

The Repair Tech informed that his company (Quality Repairs) would have to place an order for a new replacement computer board, and it would be mailed directly to my home?

After 3 weeks, I finally received the replacement control board on 7/14/22 and as of today 7/27/22, I am still waiting for the Quality Repair Company Tech to install the replacement part. I have made numerous calls to the Quality Repair Company and to Searscares to no prevail.

We bought an entire kitchen worth of appliances. Kenmore Elite (Fridge, stovetop, oven/microwave combo, dishwasher. The word "Elite" is a misnomer for sure as all we've had are top notch problems.

We purchased the warranty through Sears, we have paid the $50 per month $600 per year for the right to have free service calls and parts and labor for repairs.

I won't bore you with all the Kenmore Elite complaints but let's fast forward to the last two service calls. Sears out sources the repairs ... they show up and are very nice and diagnose your problems but then schedule a future appointment while awaiting parts. The parts are shipped to the repair company hired by sears and the follow up appointment is made. SO far so good

Originally they told me the microwave needed one of two parts... either a new mother-board OR a display panel. They install the display panel, the microwave works like new for an hour, just long enough for the repair man to get to his next appointment. Bam, same error code as before and now I"m back to square one. Repair man says we can order a mother board but it's a new ticket (new order, so additional deductible) Eventually they get the motherboard and show up... install it and it still doesn't work. They repair man says they need to order an additional part, ... guess which part? The Friggin' display panel which they just replaced. So as I'm scratching my head they say they'll call me with a new date to install a new control panel

Waiting, waiting, waiting... the repair company calls back to say that they can't find the part and that I need to deal directly with Sears as they have to find and order the part themselves. So, i call Sears... every number they have ... i leave messages, i email them, I call and call... get put on hold and hung up on... then call back, get a generic message after being put on hold for 45 minutes saying our part has been ordered.

No follow up, no return call, no status report. This has been a month. Now if i call they won't pick up, if they do pick up they immediately put us on hold and that's where we stay the rest of the day.

Sears... absolutely unacceptable. Do Not do business with this company

My wires coming into my freezer door keep breaking due to the design. I see many other complaints of the same issue. I have now ran out of wire to splice again at the bottom of the door. Does Sears have a fix for this? I know a new door is available but the same issue would arise due to the wires still being located as they are. Sears should be held liable for this design flaw.

Kenmore Refrigerator Model # 795.74023.411, S/N 510KR00457

I have the above subject refrigerator purchased in 2013. The unit recently quit cooling and I determined it to be the running winding on the compressor being opened. I am a licensed refrigeration technician working exclusively on large commercial refrigeration units. The compressor on this unit has a 10 year warranty so the compressor is still in warranty. I contacted Sears and a technician came out and verified the compressor’s starting winding had failed. He then wanted over $700 in labor to replace the compressor. That cost is ridiculous as it takes a little over an hour to replace the compressor, pressure test the system, evacuate and charge the system. Based on that ridiculous cost, I elected not to replace the compressor. I requested the technician leave the compressor and I would install it since I was a licensed technician, but he refused.

For three days I have been attempting to resolve this issue and been passed from department to department in both Sears and LG (refrigerator is actually manufactured by LG) without any results. This process of endless transferring calls from one department to another and from one company to another is designed to discourage customers from making warranty claims. I’m transferred from one department to another speaking with service representatives whom I can barely comprehend who keep telling me the next department can resolve my issue. While I do not understand all the circumstance leading to Sears’ bankruptcy, poor customer service with endless red tape certainly had to contribute to its ultimate demise. Sears at one time had excellent customer service where you could speak with an actual person who spoke discernable English.

I saw a coupon for sears tile cleaning on facebook. The next morning i got a call and the price was almost doubled. I told the lady to let me think about it. The technician showed up unanouced and my husband told them we werent interested especially because he was in a meeting and dint want to be interrupted. The technician got out of his car and said he would beat up my husband, that afterall since we were married he should just pay the bill. (a sentence laced with f...Ing curse words btw) called the customer service deprtment and the lady said without an apology that i should just pay the cancellation fee or they wont service us anymore. I have used this service for 7 years

I purchased a gas range and refrigerator order #[protected] on 7/04/2022.It was scheduled for delivery on 07/20 /2022.I was just notified it will be rescheduled for 08/01 /2022. This creates a burden I never expected. I won't have a refrigerator for two weeks. This is very inconvenient and costly for me in these already hard times. I make cheese and the fridge is on its last leg. I have an investment in these cheese cultures which need to be kept frozen. Will you reimburse me for the spoiled cultures? please contact me for possible solutions [protected] .

On 7/24/22 I ordered a door handle for my Frigidaire microwave. Order number [protected]. The price was $130 or so with tax about $142.00. I was told it would be delivered 07/14/22 approximately. DIY parts, Sears part provider told me on 07/13/22 it was delayed and would I want to cancel or wait. I responded I would wait. Today I got an email saying the order was cancelled and call Sears if I had questions. Long story short, I can buy the part for $200+ today because it will be available 07/17/22. They cancelled my order after I said not to and now are trying to sell me that part at the higher price.

This is FRAUD. You are trying to cheat me. I had a contract with you for the purchase of the product for x price and you cancelled the order in order to have me purchase the exact item at a much higher price. I need answers now as I will not drop this issue and plan on pursuing the disclosure if this illegal activity to state and federal commerce officials. Look it up. I have emails on all the above.

I have been waiting to get a replacement refrigerator since March 2022. Have been getting nothing but the run around with one rescheduled after another staring in May 2022. The first order was rescheduled over 5 times. Was told to reorder another model which was also rescheduled but finally delivered in June 2022 (after many delays) it was damaged with many dents, scratches and looked used . I did as instructed and did not accept that used place of junk. After many calls and misinformation I was finally able and reordered another model. Was promised delivering on July 13th and now there is another delay. Worst customer service experience I have ever had. I'm a senior citizen and need a working refrigerator to store medical items and everyday living. I have been a loyal Sear customer and have purchased all my major appliances from Sears along with the master protection plans for over 50 years. This quality of service if totally unacceptable. There is no reason why anyone should be subjected to this type of poor customer service.

I want to preface that I will never do business with Sears ever again.

On May 18, 2022, I had a service technician install a new compressor to my Kenmore Refrigeration and was billed $735.00 on the condition that I buy a SearsHomeWarranty for $49.99 a month for one year, which I did. I was told that I can have any of the appliances in my house repaired art no charge, but I'll have to pay $75 service charge. I then scheduled a service for my washer's bleacher cup that was not draining. So Sears shipped to me a replacement bleacher's cup. But when the service tech came over, he endlessly complained about how he is going to push the machine out of the laundry; that my laundry door should have been removed, and that he cannot do the job, and so he left. I then called the sear home warranty department to let them know I was not happy with their services, and that I wanted to cancel the warranty. Although I had already paid $49.99 for three months, the representative said I will have to be charged $150 plus $11.45 termination fees. I was appalled because I never received any service under the warranty, with the exception of the refrigerator, which I PAID IN FULL. I was kept on the phone for the whole day On June 23, 2022. And I was promised, instead of cancelling, a two months credit of $49.99x2, which was never reflected on my credit card. When I called on July 12, 2022 to let them know the I just received my credit card statement but NO CREDITS have been applied. The Representative kept saying that the credits were given, and I kept repeating that I DO NOT SEE IT ON MY CREDIT STATEMENT. So out of frustration I decided to cancel this horrible sears home warranty contract despite being charged $162!

ABSOLUTE RIP OFF

I bought a Kenmore refrigerator from sears it’s putting out bad smell Like a dead mouse when the fan is blowing the pan does not come out and the smell is making us really sick causing health problems! Why is this smell what is causing it? Bought it and delivered from sears at Knoxville mall! My cell [protected]

Hello.  I have cancelled my home warranty as this has been the very worst service I have ever dealt with. 

I want a full refund for the part and service call as well. You can cancel the part order that I have never received and is said to be back ordered.  I will not be doing business with Sears ever again   

Customer service is very poor.  

Also i paid in full for the service call/service assessment as well as the part, which I have yet to receive and now will be waiting entirely to long for this repair 

I now have got to go and purchase a new one as it is no longer an option for me to WAIT ON SEARS!

I was on a call with sears after five transfers and two hours later all that was resolved was a refund of my warranty purchase then I waited with customer service on hold for 45 min to request / demand my full refund for the cost of the part and service call.

My order number is :[protected]

Service address is : 

7 SW 3rd street 

Lees Summit Mo 64063

I appreciate a call and an email confirming my request for refund for this order& part and resolution of this request.   

I will tell everyone I know how poorly this has been managed and not at all a good experience! 

Kristy Knox 

[protected]

[protected](alternate number-Jim)

Sent from my iPhone

On Jun 14, 2022, at 2:01 PM, Sears Home Services wrote:

Sears Home Services

Payment Receipt

Dear KRISTY KNOX,

Thank you for your payment.

Receipt Number: 30142-[protected]-220614

Invoice Number: [protected]

Amount: $318.00

Payment Date: 6/14/2022 3:01:53 PM

I am thoroughly disgusted ~ technician didn't show up for three scheduled appointments. When i've called customer service, they conveniently disconnect me! The utmost in disrespect! Not even the courtesy of a phone call to say they aren't coming! My telephone number is [protected] and my appointment was for fixing a dryer. I will never do business with you again!

It would be nice to have a call from someone today!

Bonnie Lasek

[protected]