Sears
reviews and complaints

I am beyond frustrated, my 2 yr old kenmore elite refrigerator quit cooling, it is still under warranty so i call for a repair, they cant come out for a week, meanwhile i lost everything, I call back to see if i can get someone else to come look at it that could get to it sooner, they agree, I got a reccomendation from Lowe's which was vp appliance he came out, looked at it and it needs a new compressor, he called sears, to get approval since its over 300.00 he got the ok to order the compressor, unfortunately the guy never came back or returned my calls so i called sears back, and they said it will be another week so they schedule the service but it will be another week, i have no choice but to wait, my service window today was from 8 to 5. I waited all day with no show or phone call. I started calling, at 5, I was given a different answer everytime, one I was told he was on his way they should be calling at any time. I call back at 6, they send another message, he is running behind but I am still on the schedule. I call a total of 6 times between 5-9, at 815 i'm told he is on site. I say no, he's not here, he says he is in my neighborhood looking for my house, at 850 still nothing so i call back, she tells me he left because he couldn't find my house( i am simple to find and still no ph call even though each time they sent messages to the dispatch telling them to) I was furious so they gave me a supervisor, he says the tech ran late and just couldn't get to me and said it would be 2 weeks before they could come back out, I have already been without a fridge for 3 weeks! having to eat out every meal, i have 7 people in my house, I couldn't leave all day to get food even. This is not acceptable! I was also told they wouldnt even order the compressor till after he comes and it will be another week to 10 days after that before it comes in then who knows how long it will take to get them back out to put it in. Everyone apologizes but they don't really care otherwise this wouldn't be acceptable to them either. What can i do?!

It is June 27, 2018. I just attempted to order a bracelet for my wife for our 1st Wedding Anniversary in the middle of July.

Everything would have progressed with my online order just fine except there were issues in checking out. The system Sears uses would not allow me to enter a postal box for my address.

I live on a military base in Japan. All mail coming here must go through the Post Office.

A customer service representative attempted to enter my FPO, AP address for me and the order appeared to go through...Several minutes later I get a confirmation email and the mailing address is incorrect...I go back to the site, jump through hoops to try to "chat" with another customer service representative and I am told that a mistake happened and they can not use FPO and AP as an address...

In effect they are saying that Sears does not want the military business because millions of us work and live overseas and all mail must go through the post office.

Oh, the order was cancelled but now I am told that there is a 3 to 4 day hold on my credit card...I need that money to purchase my wife's gift...JUST GARBAGE! Never again Sears

Hey...I have ordered repeatedly through WalMart and had stuff shipping to Japan and NEVER and issue...WalMart gets it...That is why Sears is going under.

The evaporator on my refrigerator stopped working and the temperature stayed above 54 degrees. Since the first service on March 15, 2018, I have had a repairman come to my home on a weekly basis. Parts have been put into this unit several times including a compressor. As of today, June 26th, it is still not working. I am disgusted with the warranty which states apparently that we have to have four completed service calls before getting a new refrigerator. Obviously, the refrigerator is not going to work. We need a new one. I have had to take unpaid days off from work just to have someone at my home. This refrigerator is under five years old and this should never have happened. The customer service department is terrible. One rep even cancelled the entire service call instead of changing the appointment which caused a huge problem. I am tired of being on the telephone. I have had no refrigerator since March 10th. That's a little over three months. This is unacceptable. I want a new refrigerator.

DW bought at Sears 4/28/17 Aguadilla, PR 00603. Worked ok for a few months, then was not cleaning properly. Whirlpool Tech came and could not fix. Work order #301445937. Since then we have been waiting for replacement. It has now been more than 6 months with no dishwasher. We call and they say its ordered and they are working on it, but nothing ever happens. Can some one please help. Give us a replacement or return our money. We paid $742.58. Thankyou, Glenn Tryon [protected].

Purchased this dishwasher in nov. 2017. I'm now waiting for the second time to get the cracked control panel part that has already been replaced once. It cracked within weeks of getting the new one. I was told I have to have 4 repair calls within the year to have the dishwasher replaced. This time the part is out of stock but when calling lg, they have record that no part has even been ordered this time. So now the dishwasher won't start at all! This is ridiculous. So 4 service calls at over $1600 before you'll replace this unit? I'm so sorry I ever dealt with sears. It used to be a great company but sure isn't now.

On June 3, 2018 I ordered a microwave. Sears canceled my order. I have waited to get my money back and have called them so many times. I have yet to receive my money. I called the CEO of Sears and left him a message. I hope he calls me today or tomorrow. The supervisor on the Sears Online didn't want to help me maybe Mr. Lampert will. I asked them to refund my money or send me a microwave. They can't do either. They don't know what is back order, so they cancel your order instead and keep your money. Today someone is going to hear me. I'm writing to everyone and everything I know. But they are not keep my money.
I spoke to one of the representatives of Sears and told them that if they didn't put the money back today. My credit card company was going to deduct $150.79 out of my account today. It didn't face her. I have my credit card company take three payments and today is one of them. I will go to Costco and buy all my appliances. I will no longer make business with Sears. I believe that's why they are closing stores. Be careful they are a FRAUD!

I have a master protection agreement on my Sears air conditioner but always seem to be disappointed when I call for service. My AC went out 6 days ago and today was the soonest appointment I could get even though they said it was considered an emergency. So they were supposed to show up between 1 and 5 today when the heat index was 107 degrees. I got word they were on the way even though they called a family member instead of my direct line as I requested. I sat in my 90 degree house with a 100 degree temperature waiting but no one showed up. After waiting about an hour, I called and was told the appointment was cancelled but no notes/reason were given in the system. They connected me to San Antonio to reschedule and I was told the appointment was still on and they would call me when they're on the way. I waited 2 more hours and nothing. After leaving the house and cooling off, I called back to reschedule. They told me the next appointment would be in 6 more days but to hold to see if they could find something sooner due to it being an emergency. After waiting on hold for several minutes, we got disconnected and no call back. So I called again to reschedule about an hour later. I waited on hold so long that they told me they'd have to call me back after they spoke to the technician. When they called back, they said the technician had to cancel due to an emergency today. The next appointment would be in 4 more days, so we'll see what happens. This is the third time I recall where I've been very disappointed in the AC service I've received under the master protection agreement. On one occasion, it took over a month to get the AC fixed so I wrote a letter out of severe frustration but got no response. Maybe I'll hear back from someone this time since I'm posting this online. I'm not surprised to hear about the downfall of Sears after experiencing such a broken system where you're transferred from one person to the next with no true resolution. It's truly unbelievable! After about 4 years of service calls, the troubles still continue and the system is still broken. You would think someone would care and want to right the situation to save the Sears reputation.

Frustrated beyond belief

Sears will not honor my Kenmore Electric 80 gal Water Heater Warranty Replacement that has a leak.

06/06/18 Sears service call I paid $89. Tech confirmed the water heater could not be repaired and is in the 11th year of it's 12 warranty. I do not have access to my house records as my husband died and I am having to move. Most of my belongings are packed in a POD and placed in storage. Tried to see if purchase was made on husband's Sears card, I was a signer on his card. I had the account closed after he died and got a Sears card in my own name. I have provided Warranty Replacement team with copies of our deed to the property in 1994. Copy of front and back pages of my owner's manual. Pictures of all the labels on the water heater. Kenmore confirmed this model is still under warranty and the F07 in the serial # indicates manufactured year. A copy of the Techs notes stating Refer to Sears for replacement. Sears should stand behind their warranty's. Owners Manual states 2) supply a free water heater for one that develops a leak. Have spoken with numerous Sears customer reps since the initial service call on 06/06/18 all to no avail. I have posted complaints on the internet and find I am not alone in this type of complaint. I do not know where to attach the documented emails. I would like Sears who cares so much about their customers to honor the warranty and replace my water heater, please. Thank you Janie Armbruster 602.614.0684

Someone needs to work on making SEARS great again. I am a disabled veteran. My dryer stopped working. I will have been without a dryer for 2 months. I have a protection plan. I called Sears and was scheduled an appointment twice with a 8-5 window. No one called or showed up at all. They said the part did not come. Yes it did at 12 noon on Friday 15 2018. The technician said he would come back never did. I have called Sears and spoke to their agents for 5 days straight. Each one said they would get me a tech the next day 8-5 and a call. No one showed up at all or called. Bunch of lies.
I was told I would receive a confirmation e-mail and phone call regarding the situation, nothing. I repeated this process 20 more times. I finally called and had to demand to speak to a supervisor. She politely let me know that I didn't have an appointment, that they send the request to a third party. In the interim while waiting for someone to call me, I also called the manager at the Sears where I purchased the appliance. I have 20 employee names and id's. I have my phone history to prove it as well. I want someone to call me with an immediate appointment. You take peoples money and give poor service.

On June 14th I had a washer & dryer delivered to my home, I received a call before he arrived it was earlier than the time to arrive So I was in the shower. Before I stepped out the shower the delivery men was gone along with My old washer & dryer when I asked Not to remover the old ones. I called the number for them to return because the machines was Not correctly installed and to receive my old machines back. I was told he will return June 14th between 1 and 2pm. I called out from work to wait his return and he Never returned. I spoke with Christian several times at [protected] including 8:30pm after calling 5 other times speaking to customer service and I was ashored he would return and install correctly and return my old items. I was told the Driver would be in trouble for his actions and someone else would be sent out on the 15th and I was available so on the 16th. On June the same man returned to my home with an attitude and still haven't installed my washer & dryer correctly and said my old machines was at the warehouse for me to call for them to be returned. I called Christian while he was here but he left out the door after calling his passenger to take a picture of my wall with the liner attached. I asked Christian why did he send the Driver back to my home and he gave me a phone number to call for my complaint [protected]

Purchased new stove from Sears July 2017. Top of oven door yellowing. First repair October 2017. Next repairs for same issue 2/2018, 4/2018, and twice 5/2018. June 2018 same issue. Some repair persons walk in assuring me they can fix. Some walk in before touching it saying they know it can be "not" fix it.

Sears states repair person has to say it's not repairable. However, they refuse to notify Sears "I need my job" .

They refused to replace. Sending repair person again. Everything that can be repaired on it has been done more than once!

What a scam! Ordered item online. Then discovered it would not fit. Within an hour of ordering, I tried to cancel. Since item is ordered through a 3rd party vendor, one can not cancel through the sears online. Called sears to get online vendor phone number, automated system gave a wrong phone number! Again called sears to get help. Although I persevered through voice mail and got to talk to a real person, they can't cancel the order. They tried contacting nilima but the also discovered the phone number they have is the wrong number. So bottom line I lost $249.00 because online vendor nilima doesn't give out their contact information not even on their own website. From now on if amazon doesn't carry a product, I won't buy it. It's the only decent online shopping venue. Date of online order is 6/11/2018 order confirmation number is [protected]. Product is over the toilet storage cabinet.

I purchased a Craftsman T2200 lawn tractor in April 2015. I have a relatively small yard (less than an acre) and the mower has seen no rough service. When mowing season began this year it started having transmission problems. I have been told by a reputable repair facility that the hydrostatic transmission is shot and a replacement is no longer available. So I'm left with a lawn tractor that looks almost new that is basically trash. Will Sears do anything about this? If not I will post negative reviews every where I can regarding the poor quality product and poor customer service.

Gary Smith

On 30 may I called for service/repair on our dryer, 10 days for appointment, 8 jun 8-12. no one arrived until I called. he listened to dryer for 10 seconds and said its rollers and he cant fix. said ordered and another week until 15 jun. What BS for service, we purchased a service agreement because we need our washer/dryer and having to wait 3 weeks for service/repair is not what we paid for. then you cant talk to anyone live at any sears number. YOU GUYS SUCK and don't care, you have my money and I can wait. what the heck kind of service is this but you all don't care. got a online person who said call service agreement dept and twice they hung up. THIS IS WHY SEARS IS GOING OUT OF BUSINESS
YOU DONT CARE, our family needs our dryer now, not after weeks!

I placed an online order for a dishwasher on May 11th 2018 $868.19, I also bought the installation plan. On May 13th 2018 I received an email stating I had cancelled my order. I called customer service and explained I never cancelled my order then they gave me 3 different reasons why it was cancelled. Spoke with a supervisor and she explained that the dishwasher was sent to the wrong store location. I asked them to correct this and they explained that they couldn't because the order was already being processed for a refund. So I had to place a new order and they charged my card again. Well after a few days of not hearing from Sears I called to find out when it would be delivered. They told me they cancelled my order again! After two days worth of phone calls to people who repeat the same thing a lady from Sears store called me and put the dishwasher in her car and delivered it to me. Now the problem is I am not able to get them to refund me my 868.19 from the first order. I have called around 20 times and spoke to countless people from over seas and get the same response. They will investigate and send me an email within 72 hours. As of today I have 5 of these emails stating I will receive my money in 7-10 days. I have been hung up on when I ask to speak to a supervisor a number of times and have just been denied when I ask. At this point I refuse to just let this go and I hope someone reads this and it saves them from what we have been thorough.

Buyer beware!
On 06/29/2016, my husband and I purchased a sears kenmore elite refrigerator. At this time, we purchased a sears protection agreement on this appliance,
Increasing the cost of our purchase by $799.99. We had the refrigerator serviced at the one-year mark, where we voiced concerns that the appliance was not cooling properly. The technician assured us that it was functioning
Appropriately. On may 4, 2018, we called for a repair. The first available
Repair date was may 10. A technician arrived and diagnosed a leaking coolant
Coil. These parts were ordered and another repair date set for may 18. The new coil was installed; however, the refrigerator was still not working. This
Technician said that the appliance needed a new compressor. The compressor was ordered and yet another repair date set for may 24. We received a call stating that the repair could not be done as planned, so they left a message rescheduling for may 31. While all of the other dates around this date were something my husband or I could work around, we absolutely could not be available on may 31. I called, in a failed and very frustrating attempt to reschedule, and the best I was given was today's date of june 5. "no one can change that & they had the nerve to tell me that they rescheduled from may 31 for my convenience! Please note that this is now four and a half weeks without a working refrigerator! Today the technician arrived and worked on the appliance for 2 hours before he told us that the wrong compressor had been ordered and delivered. Any guesses to the next date of repair? June 18. Seven and a half weeks without a working refrigerator! This is unbelievable! We have lost several hundreds of dollars of food, had to spend extra hundreds of dollars eating out for this long. My kids have no milk for their cereal. Sandwich options are peanut butter and ……. Oh wait just peanut butter.

Additional insult would be the many incompetent people we have dealt with over the phone. My husband filled out a review of the service visit and received a phone call telling us to call 1-800-927-7836 extension 5 with case number 5761129. I called that number today and after extension 5 reverting me back to the previous 1-4 options, I picked option 3 spoke with cynthia who transferred me to izetto who was going to transfer me to a benefit department but came back to tell me that I was calling the wrong number and gave me 1-888-828-4208 where I spoke with cathy who offered to get"the executives"on the line and placed me on hold for 10 minutes before the call was disconnected. So, I called back where I had to repeat the story to june who transferred me to vera, who transferred me to addie who transferred me to samuel. Now, of all of these people, none of them had the"power to help"! Samuel was the nicest of them all, and really, I can't blame these poor people for working for such a poor excuse of a company that they cannot even take care of the customers who they have royally screwed over! This is a grand total of 7 different people I have spoken with just today.

What the heck sears? Is it too much to ask to only speak to one person that actually has the power to make this right? Its not like we went and bought the cheap $600 refrigerator, we bought the $2299.99 plus paid the extra $799.99 for the sears protection plan, plus we have a friken sears home warranty that also covers this refrigerator that has failed in less than 2 years! Less than 2 years! My husband and I have made multiple phone calls to sears, only to be disconnected and transferred to other people all of which are unable/unwilling to do anything!

We bought a set of Washer and Drier on March 30, 2018. At the time the salesperson helped us to choose the best which happened to be one of the latest model. We also decided to get the Insurance after how the salesman explained how great it was, how their service will cover repairs in a timely manner. Not even two weeks after we got the set delivered i had to contact the Repair department in regards to the washer. I am so disappointed in their service, Its June 4 and the issue has not been solved, three technicians had been sent to the house, and today is supposedly the day of the fourth visit to finally fix the washer but no part has arrived. I have called numerous times to have to wait so long, at least 20-30 minutes, so someone can answer and then transfer me to another department. Many times the systems disconnects me because i " had been so long on wait" that the system automatically kicks me off queue. A part was ordered two weeks ago so it'll be ready for the tech today, nothing came in the mail and i had to contact sears and after several attempts I was told on Friday June 1 that the part is on back order. I can't understand why sears couldn't contact me to notify the situation. Its over six weeks and I have a brand new machine which doesn't work the way its supposed to be, its paid in full, and sears can't back up their product? I was also told by the techs that "since its such a new model Sears doesn't carry the parts yet" or " the techs are still learning how to repair this newer models" Really? How can they sell a product they don't even know how to repair. I also forgot to mention that the second tech that came to my house did nothing except telling me to call sears and request a new washer and the guy even handed me a slip for $100 for the visit to which he added I had nothing to worry about as its cover by the insurance. Im honestly thinking of contacting other resources as Sears doesn't care much about customers once they pay and take the product. I regret so much making the decision of buying from this store and would not ever buy one single item from here. As I am typing I was just disconnected once again from their service department line when I am trying to find an answer why the technician hasn't come or contacted by email when my appointment is today from 10-2PM

To Whom It May Concern:
On October 7, 2017 I ordered on line from Sears (as all the stores close have gone out of business) a Kenmore Elite 75233 5.6 cu. ft. Gas Range w/ True Convection - Stainless Steel and a converter kit to change it to propane gas. The stove was delivered on Oct. 9th, 2017. As instructed I secured the services of a local installer to convert this range to propane. I paid the installer to install and set up the range, this was an additional charge. Immediately upon using the stove it filled up with HEAVY black residue that covered the food. Additionally, it set off the smoke detector and carbon monoxide detector. The installer came back out and rechecked the stove as he was concerned because there was a young family in the home with a 3 yr. old and a pregnant woman. The installer came out every month for the next 3 months working on this range. Although he was able to calibrate it so that it did not set off the detectors anymore he was unable to do anything about the heavy black residue that was ruining the pots and pans, corning ware etc. It was now coming out the vent and would be on top of the stove and the floor after trying to use this oven. Eventually this top notch local repair man with over 40 yrs of experience no longer would come out. I called another local repair company (another repair cost bill) and they came out and could not identify what was cause. He worked on it, and he too came out multiple times trying to correct the problem. Unable to resolve the issue I contacted the Sears Customer Support Center. They are the most unhelpful people and do nothing but put you on hold and send you to department after department as no one seems to want to own the problem or has the authority to help. After spending much time on the phone, being transferred multiple time, my frustration level reaching an all time high, they finally acknowledged it was under warranty and would send a technician to resolve the problem. Friday May 11th a technician came out and looked at the range. He confirmed it has been properly installed and could not figure out what was causing the problem. He said he would send a report and I would have to call after the customer (non)solution center received his report. He told me to wait 24 hrs. I gave them longer than the 24 hrs to receive the report and called only to get a further run around. They finally said they would have to send another technician out for a second opinion before they would consider doing anything. I found this to be ridiculous because the first technician had over 35 yrs. experience and if his opinion is not valued I question why they employ him. Another appointment was scheduled for May 23. Again this meant someone taking off work to be be there during the appointment window. I was there waiting for the technician when I received a call 15 minutes before the appointment window would have closed (so I waited a long time). The technician who had been there previously called to say he was not going to come out as he had already been there and made a report. How ridiculous. So they have to have a 2nd report, and they send the same guy? I told him that they refused to do anything until they had a second report. He asked if we had received the part. I was confused by this statement as he did not mention the need of any part on his previous visit. He then informed me that he was baffled by this situation so he independently did research and found that when this particular range was manufactured they inserted the wrong burner-it has a frigidaire burner not a kenmore. It had been recalled. He ordered the new burner and would not come out until that part had been received. However, upon checking he found his request for the part to be sent had been cancelled. I again called the customer solution team and finally got someone I could understand and seemed willing to try to help. Mark listened to this long and frustrating saga and genuinely tried to help. He finally got a hold of the manager of the technician team and they vowed to send another report so this could move along. Understandably at this point I think a replacement range is in order. Mark told me to call back in 24 hrs and they would have the report and a resolution could be reached. I waited over 48 to ensure the report would have been received and called. I spoke with "amanda" whose english was very broken so she was very difficult to understand. She was anything but helpful. She placed me on hold several times after I specifically requested not to be placed on hold as the music is very very loud and annoying and listening to the same song over and over again only adds to frustration. She could not resolve the problem and refused to let me speak to a supervisor or someone who could after all these months resolve the problem. She went on further to say this range was never under any recall notice when I questioned why I was never notified of this defect in manufacturing . She said a part has been ordered and a technician can be scheduled once the part has been received.
I am furious, frustrated and need help in resolving this issue. The inside of this range is beyond cleanable. We have scrubbed and scrubbed and the attached pictures will show that it can only be cleaned to this level which means you will never be able to use the window. I can't understand why Sears would want such a defective product in someones home. When I asked the technician how to clean it, his response was that he repairs and not cleans and it probably would always be that way but because the problem could be "fixed" they would not agree to replace even though it is a mess. In other words we would have to live with it! Totally unacceptable. Sears is so lucky to have such a competent technician it is a shame they don't value his opinion. I am seeking help in securing a replacement range that is not defective. Thank you in advance for your help.

Photos: one is what is in the bottom of the stove (chunks of hard black residue) after attempting to use the stove. One is of my return air vent that has to be cleaned weekly/daily depending on stove usage (as do the filters) The other unrecognizable picture is of the inside of the stove after hours of scrubbing.

We purchased a 3 year master protection agreement and are very disappointed in the service.

The week of April 23 we called because our refrigerator was making a very loud noise upon start up and kept running for pro-longed periods.

May 4: A "technician" cleans the coils but does not other diagnostics
May 5: Ice cream in freezer is melted; we call for appointment
May 9: technician arrives; orders new compressor
May 16: Technician arrives and says it is not the compressor it is the condenser and spends 4+ hours working on the fridge and orders an evaporator
May 23: Technician arrives and says last technician didn't know what he was doing and proceeds to replace compressor. He leaves saying he has fixed the problem.
May 24: Fridge is not cooling, ice maker is not freezing, freezer is 50 degrees. We call for a follow up appointment.
May 25: Technician is a no show but claims we were not home. We were home all day (The 5th day we had to take off work for fridge repair) and never received a phone call.
May 26: Try to reschedule appointment and am told June 18 is the soonest available appointment.

We have not had a properly working freezer or fridge for more than a month at this point and have to wait three weeks for our 6th appointment.

The contractors Sears works with are incompetent at best and dishonest at worst. We do not recommend buying a warranty with Sears. Save your money and buy an appliance at a local store that employs a knowledgeable service fleet.

I had an appointment for carpet cleaning for 5/23/18.
I waited and waited.
At 7 pm, I called the number and asked if they would still be coming since it was so late...of course I had to leave a message because they were closed.
I left my cell phone number and my husband's on the message.
No one called me back.
I called them again..
They claim a number that I had disconnected at least a year ago was associated with my account...
since I was a previous customer... so they could not contact me!
I asked why they didn't call the number I submitted wth the order and he again told me a year old number was associated with my account despite the fact I entered a new number with my order!
When I requested service, every day of the week came up on the calendar.
When I asked if they would be coming Friday the 25th to do my carpets...he said no!
He said he could possibly do it next Wednesday the 30th...a week after request!
He then said they only come to my area Fridays and Wednesdays!
Ok, you missed my day...tomorrow is Friday...yet you can not come until next Wednesday!
I asked if he suggests I find someone else to do my carpets and much to my shock and dismay he said ...YES!
What kind of service does Sears provide these days?
I have been a customer for more than 40 years!
Some companies deserve the demise they face!
My Sears would have taken care of me!
I am so disappointed and upset about this whole matter and you can rest assured everyone I know will learn of how I was treated!
Sadly,
Sharon Schippers