Sears
reviews and complaints

Our Refrigerator stopped working on 9/1/2018. It is 3 years old so I called a repair service that received excellent reviews. He came out and told me the compressor is bad, but it is still under warranty. It has a 5 year warranty but you will need to go thru Sears.

I called Sears to setup an appointment. I explained the situation to the man on the phone. He setup an appointment for 9/11. He also assured me that the tech would have the part on his truck.

Tech shows up that morning and proceeds to sit in my driveway for a half hour talking on the phone. This guy had an awful attitude. He hated his job and Sears. He struggled to perform simple tasks and generally didn't seem to know what he was doing. He said he would order the compressor, sorry we never carry parts on our trucks. He did offer me $500 dollars to skip the repair and purchase a new fridge. This was $2500 refrigerator. I said no thanks. I paid 60 dollars for a trip charge and had another appointment for 9/19.

I called on 9/12 to confirm that the parts had been ordered. The Rep said it was too soon to tell to call tomorrow. I called again later that afternoon. The Rep said yes the parts are on order they would be shipped to our home.

I called again on the 9/17 since I hadn't seen the part. The Rep told me the tech would bring the part with him when he came on the 19th.

On 9/19, the tech showed up. He didn't have the part and he had no record of the first guy ever being there. He thought he was there to diagnose our problem. I explained the situation and he called the office. After 15 minutes on the phone, they found the first visit and were going to waive the trip charge. VERY Nice of them. Then this tech diagnoses the issue. He orders a compressor, evaporator and a filter. He said it didn't look like the first guy trouble shot things correctly. He scheduled an appointment for 9/28 to come back out. He said sorry they never carry any parts on the truck.

I called on 9/20 to see about expediting the part shipment and moving up the appointment. They said they could not expedite the shipment but the parts should be there on the 25th. He gave me an appointment for 9/26.

On 9/25, three boxes showed up on our door step. The one box was not taped. It just had the flaps crossed to keep it shut.

On 9/26 the tech showed up. He too seemed unhappy with life. He checked things. He didn't understand why the evaporator was ordered and he said the compressor they sent was wrong. The compressor box had two different part number stickers on it. He happened to have one in the truck. Huh? Thought they never had parts in the truck. After 2 hours all the parts had been replaced and the fridge was cooling.

The fridge seemed to be working fine until 9/29 when all the ice melted in the door. I called to complain. The only appointment left was 10/5 from 1 to 5.

On 10/5 no one had shown up by 4PM. I called Sears. They assured me that he was on his way. I called back at 5PM. The rep said that he had already been to my house. Huh? I asked to speak to the supervisor. The supervisor put me on hold to call the local dispatcher. Huh? First Rep said that wasn't possible. Then I was disconnected. I tried calling back, while I was on hold someone was beeping thru. I switched over. It was the local dispatcher. The dispatcher patched me thru to the tech. He said he was running behind that I was next on the list. He would be there in about 30 minutes.

An hour went by with no call or tech. I called back again and asked for the supervisor. They said the tech was here at 3:15 and no one answered the door. Our front door was open all day and I was sitting in front of our picture window which looked out on our driveway. Also the three other times a tech came, I received an email and a phone call before the tech arrived. The supervisor offered an appointment on 10/9 and $50 in Shop Your Way Rewards so we could get a mini fridge. All of the Sears by us are closed. We argued with them for a while trying to understand. In the mean time our 10/9 appointment was filled.

Now we have an appointment for 10/10 from 1 to 5. We need a fridge! I have no confidence. You know the tech is going to come out and have to order another compressor. We don't know what to do here.

At the moment I do not have model number, we purchased a stainless steel dishwasher from Sears maybe 7 years ago, my circles have also fallen off. Didn't think much of it till I started reading about this. I purchased the dishwasher since it had good reviews from Consumer Reports but a few years ago the buttons fell off. It's been a great dishwasher working. I'm selling my home so this has me worried.

Bought this to lift my jeep in preparation to put snow tires on once the time came. I tried to use it this past weekend and since my jeep has a 3" lift in it the jack is too small add doesn't lift it. I take it to the store and was told that since it has been over 30 days (it has been 41) that they could not return it or exchange it for one that would work. I even call the 800 number and plead my case to people that were very nice, but not able to help. Crazy because its not like I was able to use it, I have all the original packing, and it is only 11 days past the cutoff. What is even crazier is that the one I need is $100 more and since I need it I have to pay that much, but can't in good convince myself to give Sears another $ of my hard earned money. This is the company that I buy (use to) all my car parts, tools, kids clothing, household goods (exercise equipment, appliances, beds, etc) and this is how they treat me.

I purchased a new fridge on Wed, Sept 12. I paid for expedited delivery for Fri, Sept 14th. It was delivered and never cooled off. By Monday, Sept 17th- I called the care hotline to report this and get an exchange for a new one. My delivery date was changed 2 times and I took off of work each time to be there for the delivery. On the second time it was to be delivered, I called the night before to confirm this delivery and needed to know what time to be home. It was only then that I was notified that the date was changed AGAIN for the third time, Friday Sept 28th. I insisted something in writing stating with the new date which the delivery department stated they couldn't give me. ( at this point I had gone 14 days with no fridge.) I asked to speak to someone to address my concerns and they gave me an address to write a letter and said there was no phone number available. I find that quite convenient that nobody will hear me out, give me any type of discount for the inconvenience, refund my original expedited delivery, refund my loss of food assuming my new fridge would work, or try to expedite my exchange on the new fridge. Instead I was given the run around, transferred back and forth from different departments and was never given any compensation for the hassle this caused me. I will NEVER buy another Sears appliance again.

oder info:
[protected]
salescheck#:
[protected]

Today, October 3, 2018, I contacted. Sears Appliance Repair, for my refrigerator.
It completely shutdown and was not working.
The call center representative gave me an appointment for October 20, 2018,
15 days from today. That's 15 days on a MAJOR appliance in my kitchen,
We are 8 people in this household, I do not have a 2nd refrigerator, how long do
you expect this food to last?
I purchased the best warranty service available when I bought this refrigerator
and I thought I bought the best refrigerator on the market. Since December 2014,
a control panel, fan, relay switch, and condenser have been replaced, now this.
Please don't make me wait 15 days for a technician, this is not a third world country.

Thank you for your immediate attention and reply.

I purchased a Samsung Dishwasher and a Sears master protection warranty from a Sears retailer two years ago. In June the dishwasher started making a noise and was not functioning properly. I called, scheduled a service, they ordered parts, came back and installed them with no fix, order more, come back and installed them and still no fix. Up to this point I was very patient with the process even though it had taken over a month. Yet your company continued this process for another 2 months! I have tried everything but truly your company has this kick the can farther down the road mentality and at this point your company is just waisting my time.

This has been the worst customer service experience in my life. I have been transferred and put on hold dosens of times in the last 2 months. I have been hung up on multiple times by your customer service department after spending a half hour on the phone explaining my position over and over again to a new person. I have had your customer service department close my claim because she was angry after I told them I was unable to reschedule because I cannot take any more time off of work for the week; her reply was if you cannot reschedule this week then I am closing your claim (she then proceeded to hang up on me). I have written letters to your corporate office with no response and have filed claims with every department of yours I can find.

While all of this has been ongoing, your company has procrastinated to the point that my Master service protection agreement has expired. Numerous times your people have reassured me that my Master service protection agreement has been extended (which it hasn't). I have been denied coverage and told replacement is no an option. I have escalated my claims against every department you have with little to no response other than canned responses from @NOREPLY email addresses or I call back the following week and am told the claim was denied.

During this entire ordeal, my dishwasher has not been operative since the end of June and I have had the technicians in my house over a dozen times; half of those times parts have been replaced. I have taken eight days off of work and my wife has taken another four days herself. I am currently on a first name basis with your local technician who assures me he has done everything he possibly can to fix it and that replacement is the only option. He has also put me on speaker phone with your technicians at the service call center while he was calling in for a replacement. They told him he must replace another part and that it wasn't eligible for replacement. When the technician in my house tried to explain that the part they were telling him to replace was not in any way involved with the issue, the service call center rep told him that it was not negotiable and another part replacement is the only option.

This process has cost my so much time and money I am going to begin consulting with a consumer fraud lawyer for what recourse I have against your company.

I need your company to fix or replace my dishwasher and I don't care how.

Robert Scott
Re: Case #5911476 / 5911477 / 5954761

It is the most ridiculous form of customer service that I have experienced. For nearly a month now I have been trying to get my refrigerator repaired. The first time the representative told me that I would be receiving two separate parts with the same tracking number. I did receive one however the second part has yet to be received. When I called the first time the representative provided misinformation and said that it had already shipped which was incorrect when I did not receive the part I called again and they advised me they are not sure why she had told me it was sent because their records said it was still processing. When I attempted to call a third time they for some reason gave me an appointment for a diagnostic service, which I did not need a diagnostic service because they already figured out what the problem was. When I attempted to call again They said the same thing that it was processing and that the "technician" they said the same thing that it was processing and that the technician was "actively" working on obtaining the part . The times I called customer service I received the exact same phrases such as "your order is still processing" and "the technician is actively working". Which after all of that I figured everything is scripted . No one to this day has been able to tell me where or when I will receive the much needed part for repair other than "process", "actively", or "I understand". Apparently my refrigerator was the only one made in the United States since they still can't get a part for it. I asked the last representative what other options I had through Sears at this point since the part was not available and she told me that she never said the part was not available. My response to that was well if I have not received the part and your technician is "actively" still attempting to search for the part it means that it is not available . The only thing she was able to provide with said that "someone" from the parts department would called me but she didn't know when . It is very sad and unfortunate that this is what Sears has become. It has become just a company that looks to deceive.

Tried to buy a Husqvarna fifty four inch zero turn mower. Called sears directly. It is a closeout item, price is one thousand nine hundred ninety nine and ninety nine cents. They said it was pickup only in Louisiana, I live over eight hours from there. I offered to pay shipping to my local sears store and they still refused. We have had three sears stores shut down in the past few years, you would think they would be willing to work with a paying customer. I would still like to buy mower if someone will contact me and help. [protected]. Michael Hensley

This refrigerator was our replacement for a previous lemon. It has never operated well (ice dispenser quit working within a year, interior plastic cracks and falls apart), but finally the compressor gave out and it's only 3 years old! A Sears repairman came out and placed an order for parts. The repair date has been changed twice because parts were unavailable and had to be ordered from manufacturer. Now we are at 2 weeks without a refrigerator, hundreds of dollars in food that had to be thrown away, ridiculous sums and hassles trying to use purchasesd ice to cool a few items, many meals eaten out or leftovers trashed. Still we are at least another week before a repair is even possible. What is the point of a warranty? Since when was a "Kemore Pro" designed to be a short-term unit? I am discusted, distressed and dejected. How long do we wait for repairs? How many times do we go through this? How much do we invest in what could very well be yet another lemon?

Model 795.51833.411 purchased 2 years ago. Had a sticker on door indicating a 10 year compressor warranty. Has quit after two years and after serviceman broke a tube off the compressor said my compressor was bad but warranty would cover it. Then when calling to order it told me it was not covered. The one on display in the store still has the 10 year warranty on compressor on the door. I took a photo of this. It is no wonder to me that Sears is about to be a once was store. Really sad that we can no longer buy with confidence from Sears.

I am writing a complaint on this board before a place a complaint with the Better Business Bureau as a courtesy to see if someone can help me resolve an issue before I file a claim and reach out to my local Atlanta, GA television station and ask their investigative reporter do a piece on Sears' Master Service Level Agreements and what a sham they really are and how hard it is to get Sears to live up to their agreements with their customers.
I have a master service level agreement with Sears. The agreement number is [protected]. My case number is 5989744. I have been without a properly working fridge for 8 weeks. I spoke to one of their claim representatives last week on 9/19/18 and was told incorrect information and that she was reaching out to the Sears parts department and they should contact me with 24 hours. No one contacted me so I called back on 9/20/18 and the next representative gave me different incorrect information and said it would take 3 to 5 days for someone to call me regarding my parts. No one ever called so I called back yesterday 9/27/18. I spoke to two of their claim representatives at different times yesterday . One said it could take up to another 8 weeks before they receive the part to fix my refrigerator because it needed to be made (this was a lie), the other rep told me the original service call and parts ordered on August 1, 2018 was improperly handled by one of their third party service companies Appliances-R-Us located in Gainesville, GA (blaming someone else for Sears' non ability to handle things correctly) and was told the Sears service representative would not able to assist me. She said I need to have another service technician come to my home which would be a week out and have him re-order the parts that I didn't receive even though half of the parts order was received and the re-order of the missing parts could take another 4 to 6 weeks to arrive. This is unacceptable and I would like my non-functioning refrigerator replaced. Not having a non-functioning fridge for 16 weeks is not acceptable and the unit should be replaced. My hope is Sears would stand behind their Master Service Agreements, handled this properly, and replace my refrigerator with a new working comparable GE Profile Side by Side Stainless Steel Counter Depth refrigerator.

I have spoken to several Sears service and claims representatives and they have all provided me with different information regarding my refrigerator and this is unacceptable and horrible customer service. None of the Sears representatives are able to give me the real story or have the authority to rectify the situation correctly.

Thank you,
Ed Ricks
Phone Number: [protected]

We went to sears at the mall in onalaska wis and the service was the worst that I had ever dealt with. The girl that we talked to in the dept took her 4-5 hours to complete the transaction and she had no idea what she was doing. She never explained the leasing agreement associated with the lease and when we finally took the lawnmower home it did not work on our lawn and we went to take it back and she said we could not return it, it was 1 week later. We asked about wheel weights because of the hills and she did not know how to order them. I ordered them myself thru sears. I have paid my payments every month since the transaction and was told I would be done in september. I called to check and they said the balance was still 1056.00 and I said "for what"? They said you have a balance on the tractor of $372.70 and the rest is charges for the lease. I know now that I learned my lesson and I will never buy from sears again. This has turned into a very bad place to shop, the service alone was a scam and the final outcome was a scam.

Oh goodness. This has been the biggest nightmare. I have the worst taste in my mouth with sears.com. I ordered a mattress Aug 1st and we chose the wrong size, we called immediately and spoke with someone who processed an exchange for us right away but then i received an email that it was canceled. I called and spoke with "Aubrey" from the Philippines. She was unhelpful and decided we had to wait 30 days that way they could charge us a new delivery fee, restocking fee ect...we did as we were told and after 30 days, called to start the refund (we were only going to do an exchange but our money will not be spent with that company ever again). The refund was processed 15 days ago, the mattress was picked up 13 days ago and we still dont have our money. Every single time you call, you get put on hold for 20-45 min (I have screenshots of my call times), transferred a billion times or just completely hung up. I have no one to help me. Sears has my almost $1, 000 and the mattress. Isnt this fraud or theft?

DO NOT PURCHASE from Sears. This is a warning. I purchased an Electrolux dryer back in August 2018. This was $800. It came 10 days later and it was so damaged it could not be used. They finally picked it up about 10 days later. I was told that I would receive a refund in 10 business days after pick up. I have called daily, sometimes twice a day and I can ONLY speak to Philipinos. They have NOT returned my money, I have no appliance and I cannot speak to someone in the United States.

bought this product from sears oct 2013 paid like 500 - 600 for this product and the other day it caught a fire inside the unit filling my kitchen full of smoke it was wire smell not really happy with this at all considering that it is not used a lot model number is 85049 was so happy that i was right there when this had happened or I could of burned my whole kitchen the unit is unrepairable so I had to go out and by a new one not a kenmore |I dont trust it not looking for a repair but a refund of some sort it just cost me another 600 for another very disappointed

Had purchased the lawn mower from Sears in Charlottesville had it deliver came with flat tire and the deck was dragging on the ground called Sears they came and fixed the wheel and said the deck was where it was supposed to be used the mower on the highest level gouged big piece of grass out of my yard
Drove for 2years and the attachment to the engine where the oil is pumped into the engine under the pressure blew of and blew a whole in the engine now I am out 2800.00dollars had to buy another mower O want compensation for my loss

On 9/17/208, I called Sears extended warranty for my Kenmore washer. The door of my front door washer was squeaking every you open it and the agent said i was still under warranty until 9/18/2018 and he scheduled the repair for 9/18/2018 from 10am to 2pm.
On 9/18/2018 at 10 am, I got a call from an agent saying that the tech called out sick and they have to cancel my appt. She asked what was the problem and I said again that my front load washer door was squeaking every time I open it. she said they schedule the wrong tech and she will be sending the repair tech for Friday 9/21 from 1pm to 5pm. on 9/21, the tech came in and said he does not any tools to do any repairs and he can start my washer to seat was running fine but I told him it was running fine and he said that sometimes they put the wrong code in the system and that he will put it in his notes and call back on 9/22 to rescheduled, He was here for less than 5 minutes.
On saturday, I called to reschedule and spoke to rude person that told that my warranty expired and that i have to pay if i want someone to come out .
I called when I was still under warranty but your company cancel the appt and send someone that did nothing. he said he will give me 30 % because of their scheduling mistake.
This was a breech of con tract from you, I called when I was under warranty and you can listen to the recorded transactions that i explain the problem of my door .Your company cancelled my appt on 9/18/2018, which was still under warranty.
I hope to get an answer to resolve this.

Jacqueline Awad

[protected]
[protected]

On June 25, 2018 I called for service on our refrigerator. My protection plan is good until 2021. The repair service was scheduled for July 3rd. I called on July 2nd at 13:31pm and confirmed the appt. I called again on July 3rd at 0750am and again confirmed the appt., I spoke to Evan. Waited all day for the service technician, they were suppose to be there between the hours of 8am-5pm. I called at 1711 on July 3rd and was informed that the technician had called in sick. No one bothered to let us know, the service was rescheduled for July 6th, 2018. No technician showed on that day, I called after 5pm to see why and they claimed that we cancelled the appt, which was not true. Next available appt would be July 10, 2018. Parts had to be ordered they were installed on July 19, 2018. They did not correct the problem. Another repair visit on July 26, 2018. Additional parts had to be ordered, they were to be installed on August 3, 2018, but the parts did not come in. I was told the parts department would contact me for the next appointment date. Next repair service was August 23, 2018, technician broke the part when installing it. Another repair service for September 4, 2018. New parts installed still not working, next repair date for September 13, 2018. Additional part installed on that date, refrigerator still not working properly. Our next repair is scheduled for September 28, 2018. I have kept daily records of the temperatures in both freezer section, and the refrigerator section. On September 13, 2018, I asked what the process was to get a new refrigerator as per the protection plan, he stated that he didn't know. I have requested multiple times to speak to someone about this I just get a run around, no answers. It has been a great inconvenience to reschedule our lives around the repair visits as well as missing work. The repair center has multiple contacts to reach me, I have an answering machine and I do return messages, my cell phone is [protected] and I am a nurse and work in a hospital the number there is [protected], option 1. I will not accept the fact that I cannot be reached as other complaints have been answered.

Going on 3 weeks and my washer is still broke.
Technician came out 1st time and said it was the transmission, he had to order one it would take 4 days to get it and another 3 days for a tech to come out to put it in.
Tech came 2nd time. He has no clue on what he was doing. He couldn't get the old transmission out si he beat the heck out of my washer for an hour and 15 mins. And I am not exaggerating. Finally gets it out, puts the new one in. He called 3 different technicians to ask them how to put it in. Never even tried it out, he said its ready to go and left. I start the washer up and it sounded like it was about to explode. Called the warranty number took me 6 different people til I got someone who spoke a little english. Told her it was still broke and he needed to come right back to get it fixed. She said he cant come back until 5 days later.
Same guy comes back this is now the 3rd time. He does absolutely nothing looks in the machine and says I think it's this part I have to order it. It will take 4 days to get the part which was some tiny part cant recall the name, another 2 days before a tech could come put it in.
It has been 3 weeks now. I have had to take off of work 3 days unpaid and multiple trips to the nasty laundry mat. This has been a total nightmare. Are these technicians even certified?
What is it going to take to get this washing machine fix correctly! I've been buying sears appliances for 25 yrs but I will never buy another one from them.
[protected]@gmail.com

We bought a Sears Home Warranty contract back in March.On 8-21-18, washer service repairman showed, indicated would order parts and return. 8-30-18, another repairman showed and indicated after a search, parts were not available. I was advised to contact the warranty company to recover, as per the contract, a replacement washing machine. I called, and they advised the repair company closed it out and I would need another to come to the house. 9-6-18 and 9-14-18, called again and was given another service repair to call. (Soni Appliance). Left a voicemail, they called me back pn 9-18-18. Set up an appointment for Friday, 8-20-18, after 1pm. As of 6pm, no show. Called Soni Repair, and of course, got a voicemail. Well, it's been a month and no results yet. Latest claim is SCCL95H7BF-1. At this point, the rating is barely a one. One way or another this will be resolved, I don't give up. The company has no problem with deducting their fee of $50.00 a month, start honoring the contract. Highly disappointed..