Sears
reviews and complaints

Ordered a set of Washer/Dryers from the local Sears store, Oct 2nd 2017, was told they would not be available until Oct 18th. Understandable with big orders I guess, so I Accepted, set up a delivery date for that day. Lo and Behold i received a call on 17th to tell me that my order would be back ordered. Not much i could do there so i agreed to have it rescheduled for the 31st. Guess what i received on the 30th. Another call? You got it! Now there was an improvement this time, the washer would be delivered but my dryer would not be available until November 15th. Oh and not guaranteed this time because the first time they rescheduled my order, they guaranteed my delivery for the 15th of October. Of course I was irritated by this since i have already sold my older washer and dryer to make room for the new ones! I let the delivery rep specialist know this was not acceptable and their response was to just replace the dryer with another same price model. I Get that this might be a go to measure but when you order a set, and the only thing you hear from the rep is too just order a different dryer or wait, it really might seem like they don't really care about customer service. I spoke with a manager and her response fell in line with the other rep. Either

1) keep waiting(but not guaranteed it would deliver by November 15th)
2) Replace with different model and still wait for a delivery
3) Cancel order.

Awesome choices. Lets see where this ends up, so far I would not recommend this to anyone, better to just buy somewhere else that cares about retaining customers.

Purchased washer and dryer set in June 2017, in the beginning of October it sprung a leak. I called Sears repair and could not get anyone to come out to look at it to determine what the problem was. More than 10 days later a repairman arrived and found the outer drum had a hole in it. Parts were ordered and new date set 7 days later to rebuild the clothes washer. The day before the repairman was to arrive, I received a call that the repairman was sick all week and would not be able to arrive on the date scheduled. He would call to reschedule on Friday, that never happened. So now I have a washer I can not use for 3 weeks with no idea when it will be fixed. The parts ordered were a gasket and replacement drum which only the gasket showed up. I understand things break down but not after 3 months, and repair is slow or non-existent, apparently they only have 1 guy that works to not have anyone else come out to repair the appliance. I am very disappointed with quality and service.

Sears does not follow the law. After dealing with Sears Master Protection Agreement from June to October 2017, they have verbally and in writing agreed that my product, a Samsung TV, fits the Lemon Law, and in writing they said theyd replace it... today the serviceman came to my home (for 7th repair visit) and they say they "lost" their records and they wont honor the "Lemon Law ", going against all the documentation that I have (and I have their written documentation of proof too). I am hiring a Lawyer, literally.

Purchased the product mentioned above last November 2016. On the average of every month and a half, to two months the ice maker stops working (not the worst of the problem) the biggest is our bottom freezer drawer defrosts. I have lost so much food due to this. American Home Shield, our insurer of our appliances finally got a Sears expert to check this out after all the other visits and he found it needs a compressor/condensor. Now, that was det ermined 6 weeks ago. We have yet to get this repair accomplished because all the parts are not available, backordered, sometimes no info on ship dates. Accurate nformation is very difficult to come by and the dates, if there are any keep changing. I need help, please!

Sears has sent a serviceman to our home over 7 times. They have installed major parts (LED full screen, motherboard, speakers, adjustment focusing, reinstalled software over and over...). Sears refuse to replace this Lemon! The service has gone from June 2017 through this month of Oct 2017! We even had two managers at Ventura SEARS call the warranty place and complain for us to no avail (they have no power over their own warranty company). The serviceman, Juan V, cancelled four appointment (would have made 11 total home visits, if he showed up), and he made it look like WE the customer cancelled! Sears Master Protection would not give us a new serviceman despite his incompetence and his cancellations. Then, instead of coming to our home and installing the part, he "saved up" the parts and installed all in one day (TV still didn't work); and NOW Sears Master Protection says they won't just replace TV since he installed them all in one day! What? Plus, what about the OTHER parts he installed and all the other times he came to the house and could not fix the TV. Now it goes off and on and the color is now going out too. He comes again on Oct 24th... the 800 number said he would need to come to house in order to request to STATS dept to replace the TV... she said let's just call this the "4th visit" ... I said "No. It's 7th or 8th now!" The Lemon Law says they must replace TV if their man was unable to fix it after a visit... or if many parts already installed... BOTH are true. Lawsuit? Well, beware other consumers of Sears products since their Warranty company are cheaters and unprofessional. Cheri Garlinger Oxnard, CA

I needed a new "deflector control cable" for my Sears snowblower and it was extremely difficult to order.

In person at the Sears Parts and Repair center they would order for me but they could not have it delivered to their center and I would have to pay for shipping to have it delivered to my home but if I ordered it online it could be sent to their repair center without any shipping charge.

I ordered online myself and after I supplied the part number from my owners manual to them online they sent the wrong part. I returned that part immediately where I picked it up

I called this time to order from a person and was told that only a technician could order the part so they sent me to the service department - they told me they could only schedule service and could not order parts so they sent me back to parts. Parts told me they physically were unable to place the order due to the "technician only" statement so the sent me back to service except they disconnected me. I called back and got parts and then service again and when no one could order it for me I went back online. This time they appear to have ordered the part but I won't know if its correct until it arrives. So I spoke with parts 7 times (including original store visit and two online chats) and service two times and was disconnected once and made two trips to the parts and service center just to order a cable for my snowblower. lets hope they send the correct part this time.

We called about our 2 year old LG refrigerator/freezer not cooling August 1, 2017. The only vendor they have for our area in Savannah could only come August 16th. We bought dry ice every day ($30 a pop). The repair vendor came and said they had to order a part after a 2 hour inspection. The part took 2 weeks to come in and the next visit was 3 weeks after the 1st. We called the Plan to get approval to extend the rental of the refrigerator freezer that is still sitting in the hall between our kitchen and dining room.
The second time they worked again for 2 hours to repair, with no results. I called the next day to let them know the repair didn't work. A week later they came out again and ran analysis for another 2 hours and again had to order another part that took 7 days and a week later the service vendor came to install it. The day after I called them and told them it was still not cooling or freezing. A week later they came out and analyzed it and ordered another part. They just came out 10/13 again and said the previous part must be bad and they have to order it again. The part will not be in until the end of October and the service call is set for Nov 4th! We paid $499.99 for this 5 year POS and this is the worst service I have ever seen plus the most inconvenient. We are coming into the holidays and family and friends are expected with a white refrigerator/freezer sitting in our entry hall.

This place treats its true committed, honest employees like [censor]! They believe a [censor] over a highly success employee and ruin his career. Not only will i go after the [censor], and sears corporation i will also be charging this corporation with wrongful termination, along with this employee with slander, will be contacting the district attorney in colorado as this female perjured herserf and no way in hell would i ever shop here again and will be sure to get the word out on what a dishonest company sears is and the people they employee!

Sears Carpet Cleaning located at 121 North Plains Industrial Rd in Wallingford CT trashed our new carpets! They hired felons who arrived early in hopes of cornering my wife alone and wouldnt leave when asked. Totally ruined our carpets by spreading stains and to add insult to injury asked us to become members of Sears/Kmart. Total white trash go back to where you came from!

I ordered a refrigerator, dryer and washer on Aug. 20 2017 from the sears store in Pembroke Pines Fl. To be delivered to a new residence in Ocala Fl.
The washer and dryer was delivered on Sept. 23rd. The refrigerator was rescheduled for delivery on Sept. 29th, Oct. 03, & 06. On Oct. 6th when it failed to arrive at the scheduled time I called the customer service number and canceled this order for the LG refrigerator. I requested a refund which was to be processed. I was also told that I will need to contact the store where I purchased the product for refund of the tax which I did. I talked to a rep named Schloe ID # 1020155.
As of this date 10/14/2017 I have not received the refund of any sort.
I have contacted the customer service number many times only to be told that the refrigerator was delivered and was waiting on the washer and dryer. I do not understand where they get their information and have corrected this with them as many times.
The sales check #[protected]
Sears 01775 in Pembroke Pines Fl. 33026
Kenny Braojos Sales Agent

Harold Johnson
8258 SW 78th Circle
Ocala Fl. 34476
[protected]
[protected]@gmail.com

I bought a washer i have service smart agreement.I have been going for about a month back and forth with the technicians.They keep replacing parts &coming out saying my washer is fixed you should not be having any further problems.Well now we are back to square one my washer is still not fixed! i'm so darn frustrated with the techs&also the terrible customer service i have received from the reps &supervisors not being respectful to my needs. I keep getting the run around about ordering partsand i the customer have to wait for 2 weeks without a washer thats inconvenient on my end.Why does the customer have to be the one suffering because the tech can't find out or diagnose the problem! at this point i'm beyond words.I don't understand why they just don't replace my washer .

I was suppose to have an appt. today Oct. 11th which is the 3rd time Sears repair has changed my appt. They did not show up saying that they could not get in touch with me for the last 3 days. Well today is Wednesday. I talked to someone on Monday who had to change the appt. from Tuesday to Wednesday. Then on Tuesday, yesterday, I called and confirmed the appt. for today. So yes they have heard from me. I have no been without my washer for 4 weeks. I have no way of washing clothes and have 5 head living in my household. This is also the 3rd time since July 2016 that sear repair has had to come fix this same washer. They completely rebuild my washer each time. Why they don't just send me one a new one I don't know. I have had to reach out to my local Sears where I purchased the washer to help me. Now they say I am still missing a part and that is why they didn't come today. OK well no one called me or emailed me and said"you are still missing a part". And sears has my home number, my cell number and my email. I have 5 huge boxes all ready what in the world could I possibly still be missing. This has to be costing Sears more to keep fixing than giving me a new one. And where is my customer care with my warranty that I pay for every 2 years to keep my washer and dryer up. Where is the satisfaction that a customer is suppose to get? And I am sorry but why can't I ever speak to someone that is personable and can speak correct English. Maybe this is what's wrong with everything, we let too many foreign people take over our businesses. I am very disappointed in Sears Repair and Warranty Service and would not recommend any Sears products to anyone. There will not be any further purchases from Sears from me.

Today's Date / 10.10.17

I currently have a Sears Home Warranty Policy, that covers all my appliances purchased 6 years ago. I am currently asking myself what benefit is there to having this home warranty policy. In the last year I have submitted 3 repair claims for the following appliances: stove, microwave and dishwasher.

Upon submitting a claim you have to wait up to 2-4 weeks for an appointment, the repair person comes, diagnosis the problem, orders the parts and then schedules a follow-up appointment for again 2 -4 weeks later.

On 09.07.17, I submitted a claim for my Samsung refrigerator. The ice maker and freezer stopped working. I lost all of the food that was in the freezer. I have not had any problems with this refrigerator until now. I was scheduled for a repair appointment 09.22.17. They could not send out a qualified repair person until then. I feel that this is unacceptable, why have a home warranty service. But the saga continues.

The repair person arrived at my house and began by criticizing my choice for purchasing a Samsung refrigerator. He told me that Samsung refrigerators are problematic and was surprised that I even got a warranty with the refrigerator. After listening to him berate my decision to purchase a Samsung product, I told him to stop. His job was not to come into my home and give me his opinion about my purchase. His job was to fix my refrigerator.

He pulled the freezer drawer out so hard I thought he was going to break the freezer. He took the freezer drawers out and was unable to put them back in. I thought he was going to break those too with the force that he was using to jam them back in. He told me that a number of parts needed to be ordered and that I caused the problem by putting styrofoam against the wall. He said the entire back of the refrigerator is frozen with ice. He then told me that was a major problem with Samsung refrigerators and the next available follow up repair appointment would not be 10.16.17. 16 working days later or 23 days later, depending how you look at it.

On 10.06.17, a noise began coming from the freezer. On 10.10.17, at 8pm I contacted Sears Home Warranty to speak with a customer services representative. I called because the noise coming from the freezer is loud and constant. I am concerned that this constant noise will do further damage to my refrigerator. The noise sounds like a fan is constantly running in the freezer. I tried to leaving the freezer drawer open; the noise stops, the light stays on and the alarm then begins telling me the freezer is open.

The customer services representative was rude and definitely not helpful. I tried to explain my problem and she said that there was nothing she could do. I asked to please speak with a supervisor, she told me that the supervisor would be unable to help me and that I had the most available appointment. She did offer to leave a message for a supervisor and I would get a return call in 24 to 48 hours. I do not believe that a supervisor was not available and to be told that I would not be contacted until 24 to 48 hours is unbelievable. Again she reiterated to me that a supervisor would not be able to change anything and that I had the most available appointment on 10.16.17. I will be calling in the AM.

I will have been with out a freezer and ice maker for 38 days. I believe that this is unacceptable. The condescending attitudes of the customers services representative on 10.10.17 and the repair person on 09.22.17 are unbelievable. I am sure that both of these people have freezers in there homes that are working. Hopefully this constant noise coming from the freezer will not further damage my refrigerator.

I probably will not renew my Sears Home Warranty Policy next year. The wait for a repair appointment is to long, they never have parts available and then you are rescheduled for a follow up repair appointment. I truly believe that Sears rather that I just purchase a new refrigerator.

I purchased the merchandise on 9/26/17 and picked it up on 9/28/17 from Sears in Richmond VA. A 5-year protection plan was also purchased. Once installed it failed cooling down. Several phone call were placed to the 800-4MYHOME. Each time I was requested to wait time to allow the fridge to cool down. 36 hours later, the department agreed to schedule the repair. Initial schedule was 10/17/17. I indicated them that I was not in agreement with waiting this long without a fridge, given that I have 3 kids (one under the age of 2 and one under the age of 4) and a pregnant stay home wife. I was advised to go back to the store. I discussed with a store manager. His rudeness was nothing I have seen before. No identical fridge was available, so I was left to choose a different brand equivalent one, or pay for an upgrade. The only financial help offered was the $89 free delivery. A upgrade was available but he refuse to help us with the price. It was advertised 50% off, however the retail price was over $600 more than listed on Sears.com. He would not correct the price and apply the advertised discount. He had some concerning views on his ability to inflate the price based on his judgment, not actual market value and that as long as the customer was paying less (not 50% less), it was a good deal. After he laughed at me for being unreasonable for asking him to apply the 50% discount off of the real price, he went on to ignore me to resume his task. I was left with no choice but to leave.
The nightmare went on. After many phone calls and hours of conversation, I was allowed to call a local provider for the repair as long as it is under $300. I had to call to get authorization for work over the amount of $300. First service call found a coolant leak, that a specialized appliance repair must handle. I call the recommended company to performed the investigation and quoted me a $800 repair. This was on 10/2/17. Sears (or the department that handles this repairs) declined authorizing the repair and told me I had no choice but to wait for the Sears repair man to do his own investigation. They were able to move it to 10/7/17. This was a Saturday, the gentleman came in a diagnosed a full replacement of the Evaporators and compressor, as he did not think the repair would be 100% efficient. Possible microscopic cracks may remain, resulting in a leak a few months down the road. However, being a Saturday, no part could be ordered, so he rescheduled another repair service call on the following Monday. On 10/9/17 another technician came in and ordered all parts. Procurement time, he mentioned, would be over one week, so he scheduled the service on 10/24/17.
I called the 800-4MY HOME number, and after several transfers, was told that no replacement could be granted and that only the store could do it, which I indicated my issue with the manager. It made no difference for the operator. No loaner was proposed, or accelerated service time. I was offered a replacement.
I am left with managing a cooler to feed a 5 people family. This is pathetic, inconsiderate, and plain endangerment to leave such family managing the storage of fresh produce out of a cooler for a final duration of 27 days!
Not to mention the food I lost initially. I filled out the online claim. No response.
Not to mention the service calls I paid, that still aren’t reimbursed because the attachments are over 10KB.
Not to mention the daily trips to the grocery store because of the limited room in the cooler bought for the occasion, or the ice renewed everyday.

Purchased Harrison garden oasis 7pc patio set. Glass shattered on it's own! No umbrella, anyone or anything around it...thank God! 2weeks of calling online customer service n 5 hours of hold tome invested. Managers and all. No response from manufacturer after being told I would get a call back within 24 hrs 3 times. I give up...worst customer service ever and not the first with this same issue. Many of the same exact complaint in reviews online! Stop sellin the damn thing then Sears!

Purchase stove with extended warrenty. This stove has broken down 5 times they will not replace it it has to break down 4 times in one year same reason it broke down again 4 days after they count. Now I have to break down again by April before they replace it. The sorry part is it breaks down they ask what is the error code ( which tells them it’s the board) Takes two weeks for them to come out and say yep it’s the board now they have to order it another two weeks before they come back and fix I have been with out a stove now all toghter 5 months they need to replace this lemon But they really don’t care

On July 11, 2017 I had a private appliance repair tech respond to our home regarding our stand alone freezer not working properly, he diagnosed the problem, said it was an enclosed unit, but he didn't have equipment to repair freezer. On July 28, 2017; a Sears repair tech arrived; the freezer was working better, he didn't look at anything said there wasn't anything he could do. He did however convince me it would be worth it to sign up for appliance warranty, which I did. When paperwork arrived, I noticed freezers were not included in repairs. I called the phone number listed on warranty and was told it would definitely be covered under warranty. On Sept 1, 2017 I called Sears again for repair, the first avail. appt was Sept. 28th between 10-2pm; at 2:30 I had not heard from Sears, so I went on Sears Chat and was advised do to some technical issue a repair tech was never dispatched. The next avail appt was Oct 5th. The kind repair tech, told me as soon as he saw the freezer that it wouldn't be covered under warranty, and repairs would be around $900. I said I needed to talk with husband, thought we might purchase new, but decided on repairs. When I called today was told I would need to pay $89 to have repair tech come back out to diagnose problem that was already diagnosed on Oct 5th, and the earliest appt would be Oct 18th, they could then order the parts and whenever parts arrived set up another appointment. The operator I spoke with was very rude, told me I needed to find my own repair tech and I needed to be done with Sears. I asked to speak with a supervisor, she asked why, I explained I wasn't happy with lack of help from her, and she started to hang up on me. I stopped her from hanging up, but felt she was still be rude and unhelpful; so I had enough and hung up. Just for information when we built our home, we bought all Sears appliances spent several thousands dollars. After this we are done purchasing anything from Sears.

On September 2, 2017, my wife and I went into Sears Store (on Skyline in Conway, Arkansas). After reviewing our options, we decided on Kenmore refrigerator. My credit was approved for $3000, and we were told that the refrigerator would be delivered on September 13, 2017. I asked the salesperson, whose name was Jeremiah, if we could have our old refrigerator picked up and taken to my brother’s house. Jeremiah informed me that the cost to pick up the old refrigerator is $25 and that they could not deliver it to my brothers. We were told at that time that we could call the store back if we wanted to have the old frig picked up. He gave us his card and my wife and I left the store pretty satisfied, except for the long delivery date. However, we were prepared to wait.
On about September 11th, I call the store to have haul away added. Jeremiah informed me that He did not know how to add that service in and that he needed to speak with his manager. After twenty minutes, he gave me the number of “Corporate”, who told me at that time that the only way to haul away the old frig would be to redo the entire sale, which would move my delivery date out another 10 days or so. During this conversation, my wife noticed that the receipt stated “leave in carton-no hook up”. I asked about this and was told if that is what the receipt said that is what would happen.
I am 70 and my wife is disabled. I would not be able to move one refrigerator, let alone two. So I asked to have the order cancelled. The order was cancelled, but now we had a Sears credit card that we did not need or want anymore. I called the Sears Credit Dept and was told that “yes” they could “Close” the account but if we did, that particular bank would never give me anymore credit for anything, whether it was for Sears or any other company they covered. I find that very disturbing.
On September 11, I received a Sears Credit card statement for the amount of the refrigerator. In other words, we were billed for the refrigerator before it was even scheduled for delivery. I hope that Sears is not expecting payment for something we did not get. On September 12, we received an automated call from Sears Delivery, letting me know that the refrigerator would be delivered the next day, after the purchase had been cancelled. When the delivery guy called to confirm delivery and was told the situation, he tried to be helpful but could not change things. It was as if Sears didn’t care whether they had our business or not!
Needless to say, my wife and I bought our refrigerator from another store and got the refrigerator in two days AND they hauled the old frig away for $15.
I grew up trusting in Sears, but that is no longer the case. I am sure that the Sears inquiry and credit approval now shows on my credit report as “ACCOUNT CLOSED”, which is bad for my credit score. I am asking that you remove any activity with Sears from my credit report immediately. I want that transaction to never have existed, as I will never, ever try to do business with Sears again. If this is what your customer service is like, I will take a pass.
And now I have received a survey to find out how we like the refrigerator we bought from sears. Is this a joke?

I made the repair appointment on 09/29/2017 for my microwave, which I was told/emailed that it would be on Oct 5 between 8am to 12pm. The day before (aka 10/04) I was still received automated voice mail that the appointment was confirmed. I was then taking a day off from work; but didn't see anyone showed up so I called the Sears repair department to check. Guess what? They told me that my appointment has been rescheduled on Oct 12 at 10am. I received NO email/voice mail as such about this time changed as the technician was overbooked today. This is totally unacceptable. The appointment was made about a week ago, they do NOT know the technician is OVERBooked? They can't even give me a loaner so that I can use it until the technician shows up next time (Who knows if they will change the date/time on me the next time) but, they are only willing to offer me $25/$50 so that I can purchase a small microwave to use. What do I have to buy another one knowing that I will get the one fixed (hopefully, right?) They should not offer their customers any extended protection plan, which really costs a lot, if they can't provide proper services at all. I certainly lost a day of work, time and money, which I totally thanks Sears for this.

I purchased a Kenmore Electric Range when I received it the bottom drawer is like a thin piece of cheap tin I could bend it with my hands. I called to have it exchanged Sat today is Wed I never received a call back as promised or and exchange. As we speak I have been on hold with customer service for over and hour have gotten hung up on 4 times and transferred 3 times all call which were answered by a foreigner, which leads me to believe I am calling another country for customer service. This is the worst customer service experience I have experienced and now understand why Sears is going out of business.