Sears
reviews and complaints

When I heard that sears was going into bankruptcy I was really unhappy to see another major U.S. Retailer going out of business. Not any more! Here's my horror story!

The morning of February 12th, with 14"of new snow on the ground, the auger transmission on my craftsman 42" snow thrower broke in to piece!
Located the part number, called sears and placed the order for the replacement part.

The sears agent actually told me that if I expedited the shipping I could have the part by February 14th, so I did! I checked for shipping info and found that the part order was pending. Not so good with more snow coming every day for the next week!

Called "sears parts direct" looking for order status and found it impossible to talk to an american, always got some poor Filipino script reader, who while doing their very best to help, never accomplished anything! I asked to speak to a supervisor, which I did and again accomplished absolutely nothing!

I called at least once a day from February 14th through march 1st, with exactly the same results. Sears personnel stated that they could not call the manufacturers to get a ship date, every customer service agent and supervisor said exactly the same thing! Meanwhile the snow kept building up higher and higher along with my frustration and a growing disgust for anything sears!

On march 1st, I finally found the manufacturers, gave them a call, checked stock (they had several in stock) and ordered the part! The normal shipping will get the part to me by march 8th!

Due to sears incompetency and horrible customer support I have had to do without a very important tool when it was most needed for almost a month!

I will never shop at sears again, and urge everyone who wants to be treated like a customer to take their money else where!

I ask that my friend share this, so no one else will endure the frustration I have had!

Gysgt Rick Roy
USMC Ret.

Case# [protected]

Master Protection Agreement

Sears has lost its compass! I have been a loyal & long time customer of Sears. Recently, I've had a difficult time getting service. We can start with my garage door opener that stopped operating. They came and said I was entitled to a replacement. I was told they were ordering & replacing the entire unit. This was on or about October 14, 2018. For two months they dragged their feet and said the opener was not available. On or about December 18, they came and replaced my opener. They were supposed to come on the week after. I received a call from my wife that they were at my house and wanted to do the repair then so I scrambled to get home. By the time I got home the opener was half installed. There were bits and pieces of plastic and debris all over the floor of my garage. My Garage door opener was replaced, but when they replaced the opener they were supposed to leave me a new remote control. They lied and said they did. That is not the case! Also, the keypad was not programmed to the new opener. I called customer service and they had the installers come back. They told me when they came back that the new opener was not compatible with the old openers remote. No one told me this would be the case. I keep getting referred to a "Daniel" in Sears Garage Door. He is not service oriented or nice person at all nor does not care about the customer. This situation needed to be resolved ASAP as I had a door with no remote for over two months. That's as bad as having an opener that didn't work since October 14. Sears came out again, but the issue still is not resolved. My Garage door opener was replaced, but the existing opener and keypad does not work properly. When they replaced the opener they were supposed to leave me a new remote control. They lied to customer service and said they did! That is not the case! Also, the keypad is not programmed to the new opener. They told me today when they came back that it is not compatible with the old opener. No one told me this would be the case when they offered a replacement. In addition, the only thing they replaced was the motor & housing. Not the chain, assembly etc. and again no remotesI keep getting referred to a "Daniel" in Sears Garage Door. He is not service oriented and just does not care! You can call their office and most times after 2:00 0r 3:00pm pm it goes to voicemail. Hell of a way to do business! This situation needed to be resolved ASAP as I had a door with no remote for over two months. That's as bad as having an opener that didn't work since October 14. I also found out that the new opener was not compatible with the old keypad. They did not communicate any of this to me. I have been a customer for over 40 years... Is some way to treat someone like me? Customer Service keeps arranging service, but they do nothing as they are a separate franchise. Also, when they replaced the opener with this sub-standard one they broke a bulb, also shattered plastic made a mess that I had to clean-up. They left the old opener in the middle of the floor. People apologize, but nothing has ben done about it. I've been totally mistreated and disrespected. After writing several times you just get emails like this:

Dear Steven,

Thank you for contacting Sears!

I am sorry to know that you have been subjected to such a frustrating series of events. We truly apologize for the inconvenience caused. This is definitely not what we want our members to experience.

We request you to contact REPAIR SOLUTIONS-888-372-9318, 800-665-2127 as this is the team who deals with these issues and the hours of operation: 7:00 AM - to 6:00 PM CST.

Sears appreciates your patience and understanding in this matter.

If you have any questions or need further assistance, please do not hesitate to contact our office at 800-479-6351.

Regards,
Suzanne N
Sears Member Services

Then you call and get more emails like this:

Dear Steven,

Thank you for contacting Sears!

We truly apologize for the inconvenience caused. This is definitely not what we want our members to experience.

We have received your query, I request you contact the protection agreement benefits administration
team (PABA) at 800-927-7836 as this is the team who deals with these issues and Hours of Operation: 8:00am to 7:00pm EST.

If you have any questions or need further assistance, please do not hesitate to contact our office at 1-800-479-6531.
Regards,
Sara k
Sears Member Service

And they do nothing!

After several emails they finally sent me a Keypad, but I still have a crummy new opener and old parts and still NO REMOTE control.

Next, stay tuned for my frustrations with my Boiler repair! This has me Boiling!

Not the same company it once was... Very Sad!

Be warned; sears charges a $99 diagnostic fee to get the tech to your door. This is understandable. However, if you do the repair the $99 fee is supposed to be credited against the cost of the repair. This is not done by many of the techs; including the one who repaired my kenmore dryer. He was in my home for just under two hours. The parts cost was about $150. He hit my card with a total repair charge of almost $400 and res mine. Refused to credit the $99 "diagnostic" fee against his labor cost. Buyer beware!

On January 4, 2018 we purchased a brand new Kenmore side by side refrigerator from the Sears store in Pensacola, Fl.. Sometime in late June or early July we had an issue with the freezer lights not coming on when the door was opened. Since it was under Warranty, we called the 800 number and scheduled a time to have it repaired. A repairman came out, diagnosed the problem and had to order some new lights in order to finish the repair. When the lights came in they sent another tech out, who we thought at the time, fixed the problem by replacing the lights. Not sure if that was all that needed to be done, since these are LED lights which everyone knows last a very long time, but they were working when he left.
Jumping forward to February 2019 we are experiencing the same exact problem, except this time we are a about a month out of warranty. Let me say this again, these are LED lights and we are 7 months away from the last repair. This can't be right. I have called Sears customer service, Kenmore and Whirlpool (they stopped making Kenmore products in 2017) explaining this situation and asking for help in getting our refrigerator fixed based on this being the same problem and worrying are we going to have this same problem every six to seven months. The only thing I got from my time on the phone with them was an offer to send out a repairman and fix the fridge at cost. I know I'm a whole month out of the manufacturer's warranty and the repair they made has a 90 day warranty, but I still think LED lights should last longer than 7 months. BUYER BEWARE - I talked to an appliance repairman (I was going to schedule the repair with him) who lives in our neighborhood and he told me he no longer works on replacing/repairing LED lights on some model refrigerators because they are so expensive and very unreliable. When is the last time anybody ever worried about refrigerator lighting. Anyway, as someone who has bought many Kenmore products and certainly many different things from Sears I'll have to rethink where we make our purchases.
Please respond
Thanks

Doug Durden
[protected]@cox.net

I have a washer, dryer and refrigerator covered under a sears protection agreement. Twice, when my refrigerator ice maker broke, I asked to have the part on the truck. I was told they would. No, instead a tech comes each time, orders part and I gave to wait a month each time to get another appointment.

Today, the same thing happened with the dryer. Door would not latch. The tech on the phone had me look at dryer and he determined what part was needed. Had to wait over 2 weeks for appointment. Same thing, repair person does not have part. To make matters worse, he barely spoke a word of English. Now he orders the part and I have to wait another month to get a person back out.

Totally acceptable customer service

As many others have complained about, I purchased the Kenmore Ultra Wash Dishwasher in 2007 and about 2 years later the plastic buttons on the control panel started falling off. One by one, starting with the first button on the left (if looking at the machine) and then over to the first and second button under "options" . The rest are literally hanging on by a thread. Thankfully the control panel works but looks really awful from an appearance perspective. It runs really well and overall does a great job at cleaning the dishes. I definitely can't afford a new control panel and cost of installation. Also, the rubber strip at the bottom of the machine came off some years back and although we have tried to re-glue it again, we have had no long term success. I am hoping Sears will come forward and replace these parts since they have obviously been a problem for many owners of this dishwasher. The model is 665-13573K700. Thank you and I look forward to your reply.
[protected]@gmail.com

Sears Home Warranty has poor customer services and horrible technicians.
We purchased Sears Home Warranty after we had a technician in to fix our refrigerator in July of this year, so my husband and I decided to get the $70 a month which is whole house. We had a repair man come in for our dishwasher it didn't seem to be cleaning, so the man comes in looks in the dishwasher and says you don't clean out your dishwasher or rinse dishes, I didn't expect this.. We do clean our dishwasher and rinse dishes, so then he said ok I'm done $100 please. Next experience was our microwave stopped heating so we again called Sears Home Warranty, the tech came in and said what was going on and then proceeded to tell me that we need to remove the microwave and that is the only way they will work on it. He ordered the part, but next available appointment was 3 weeks away, so part comes in a week later, technician comes in, puts in part, he fixed it enough for it to work when he was at the house, next day my friends husband puts it back up and we try it out, it was shot didn't work at all. I had to go to the local Home Depot and buy another hood microwave at $225 so my friend could put it back in. Tried calling customer service to complain and no success, they wouldn't talk to me they said my husband opened the warranty and he needs to cancel it, both names are on warranty. When we purchased this warranty we were told we can cancel at any time.. We feel we no longer need this worthless service.

I purchased this refrigerator in 2013 and had called Sears 3 times to my house to repair the Icemaker in 3 years. After myextended warranty ran out in 2016 I didnt pursue the issue of the ICEMAKER which was still not working properly. However recently I did call Sears repair to fix the icemaker. The technician took one look and said he knew what the problem was and pulled out the whole refridgerator and found 3 huge rust spots in the back. He said this was now a condemned item and not fixable. The service department told us they would not cover this as this is structural damage and manufacturer is responsible. Who is manufacturer of Kenmore appliances? This is terrible that a well respected company like Sears sells defective expensive appliances and its the loyal customers like myself that suffer the conequences. I really need Sears to own up to this and make amends. I paid $2000 for this fridge and its only 5 years old. The sales people are no help as is the service department..Sears need to make reparations! If anyone can help with this issue i would really appreciate it.

Continuous problems with ice maker. Numerous technicians s over the years. Technician came to our home early thursday. Ordered a new part which is fine. That's the norm. However, he left our water dispenser hanging & not usable. I called him within 5 minutes after he left. He confirmed he did not intend to leave it in that condition. He assured me he would return after his next appointment. He did call to say he was running late which was fine, but never returned. I called again early this morning to make sure someone would be back out to put the dispenser back together. No phone call, no one showed. Called complaint phone number. Promised that someone would call within 48 hours. Not sure that will happen. Water issues in our community making it unsafe. Wind chill below 0. Out to buy bottled water. No one seems to care that they left us in worse shape that they found us.

Sears has ben servicing this unit, at least for the last 15 years, refrigerator quit cooling, we lost all the food, NOW, the model/serial is unreadable, it got erased because the door gasket has been ALWAYS(for fifteen years) pressing and rubbing the plate where those numbers are...NOW Sears does no want to pay for the lost of food and for a new unit...They think it is another unit...What a disgrace! And what a cheap detectives they are ! Thanks; Diego Encinas.

4 transmissions with oil leaks. one plug left in, two reserviced unit new one today.
3 clutches one lasted 2 weeks and split in half so they say.
11 months of issues out of 19.
3-4 no shows
They have spent 595. today working on it and at least that much in last 19 months
Sears has no dollar financial sense.
We are 2 people, never do large load, no pets, always small or medium no blankets, coats or large items .
The machine has been under master protection since about 09. It has seen its better days I guess
we have 2 years left on our protection agreement.
Repair people don't understand why they don't lemon law replace this.
The website says 3 visits but paperworks says 3 separate failures and there is a lot of funny talk on how it really works
its a scam. I would join a class action lawsuit if anyone has one in the works as I am tired of this.
Leg breaks and I have to pick it up to level it before each load I think its why its off balance so much as its stripped out.
I give up.

Please call me! Tried of not get anywhere! I now have migraine and high blood pressure from this. More than $500 in food spoiled.
I spent close to $4, 000 on appliances, went to put something in the new freezer! All
My food (grass fed meat s, plus fresh from garden) now not frozen! I'm so disheartened. Just stopped working. We were expecting to last us rest of our life at 70 years old.
Please pay for food, fixing and at least 10 years warranty. Kenmore should last that long.
Temp. Said -1 degree. Thaw food. Trusted sears kenmore, what happened to quality?
January 17, 2019
[protected]@gmail.com
Debra and tommy shipp
New number [protected]
Old number disconnected - I [protected]
960 rec clay park rd. S.W.
Cleveland, tn 37311

To add I can't even send. Spending hour back and forth. Signed up, said it was taken and try to login, said name taken, then tried to reset said no email by that.

Please help us. Bought a brand new refrigerator on Dec 16, 2018. Does not work since we got it home for my Christmas present. Was so excited and this has been the worse gift ever. Tech came Dec. 24. Need a part. Ordered part. Found out the part is on back order. We had cancel our Christmas dinner plans with guests. Told by the Sears Protection dept if the the part was not delivered by Jan 14, arrangements would be made for replacement. Called Replacement dept. Told they to try and find the part locally. We would need to wait another 7-10 business days. You would think they would try that first when they saw it was on back order. My husband just called the Tech Support dept to make sure we not being scammed here. My husband is legally blind and we had to borrow a friends mini refrigerator and put I garage. We have to outside in the cold for water and his medicine. We are exhausted and drained now. Either replace this malfunctioned appliance or pick it up and refund all of our money.

To whom it may concern,

I brought my car to sears auto center for oil change and tire rotation because a trip. Once the service was done, I found that a part below the drive door pop out. Told the service guy and he admitted that he sat on the side so it happened. Then he pushed the part back. So I drove off and then started hearing loud noise from the rear bake. It was not there so I drove back to ask them to check. Now they are telling me the noice was there when they drove it before the service. BUT it was no noice when I came in or they never mentioned it there was noice before any service. I belive they should fix it without charging me because it is their fault that they may hit the caliper while rotating the tires accidentally or else. They told me that they can fix it but I need to pay for it which is their fault.

I have been going to Sears for tire rotation for years, these are the second complete set of tires I purchased from them. No issue before only they would make recommendations for major repaired once awhile which may not be necessary.

I'm hoping sears auto center will fix their mistake for me not with my cost to pay.

Best regards,

Patrick

I purchased a Sears Home service Warranty plan. We have two washer's and I pay to have both covered. Our first washer went out in October and we were not able to get a service tech out until November. He ordered parts and a different service tech came to install them. We were informed electrical did not work. When I got home I reset GFI on machine and it worked, however, front door began to leak. Service techs came out in December but did not fix machine. I stayed on phone for over 4 hours to set up a new appointment on January 11th for both washer's, since second washer was leaking. Technician came out and walked off job because he did not want to deal with first machine. He said he had no service appointment for the second machine so I was out of luck. 7 hours on the phone with Sears Home Warranty, A& E Service Technicians and Sears complaint department determined Service appointments may not be nonconcurrent therefore I have had to set up appointments two and three weeks in the future. Realize we do not have a working washer. It appears that technicians will only work on items they can fix fast. They are rude. Sears system and training make it hard to solve problems. I had purchased Service Plan because of Sears reputation. My experience is you will need to wait months to get repairs made and they appear to wear you down by not showing up or canceling appointments.

Sad!
Matt

I purchased boots on-line. I needed to return and followed the on-line returns as specified, then returned them to the closest store with the promise that I would be credited within 5 business days. Have have tried everything and keep hearing this will not be a problem. Nothing yet, it's been almost 3 weeks. I spoke to the store and a manager was supposed to get back to me. How can I fix this?

On Nov. 13 2018, I had the delivery service return a range to Sears warehouse. Sears has not refunded me . Over a$1000.00. I have emailed and spoken to dozens of Sears customer reps and I just get the run-a-round. Nobody cares I guess because they are going out of business. I need this refund . We are seniors with a fixed income. I can't afford to give away over $1000.00

Buyers Beware! After confirming with SearsPartsDirect associates that products were in stock, I ordered the parts. When following up 4 days later for my tracking number I discovered the parts were on backorder. They refused to cancel my order and refund my $441.64 withdrawn from my account for the parts "in stock". After 10 days and greater than 20 phone calls later, they refuse to cancel my order and refund my money for parts they do not have. Each phone call resulted in a different story about my order from their associates. They have NO customer service leadership or dispute resolution options for consumers and they told me they do not have the ability to cancel orders. Today they tell me I have to wait to receive the part and after I receive it then I can send it back and they can begin to process a refund. When will that be? Nobody really knows. They stated today that the manufacturer shipped it to me directly but were unable to provide me with a tracking number. After contacting the manufacturer of the part, they confirmed with me that this is simply not true and they have not shipped anything to me because that would be the responsibility of SearsPartsDirect, not them. This is the most deceptive business I have ever had the misfortune of dealing with and they have consistently been deceptive with their practices and fraudulent in taking my money for parts they knowingly did not have and still do not have! Avoid SearsPartsDirect at all costs and save yourself a lot of stress and money!

I love sears, probably my favorite store ever. If you guys figure out a way to speed up checkout you guys would be at the top! It's torture when you go in there. For years I've gone in and spent infanate amounts of time just waiting in line. Now I just walk out and come back later...everyone wants everything at their fingertips these day I guess but seriously it's bad. Today there were 3 people in line and I gave up after 15 min. This is a regular occurrence though. Seriously I will shop there till the end but I honestly hope there isn't one. Your stores are great and I wish you success. Just a comment from a usual customer. Carlsbad, CA store by the way. Thank you!
Rick Dahlem
[protected]@sbcglobal.net