Sears
reviews and complaints

I bought a craftsman leaf blower, ( with a 2 year warrenty)used it 1 time and it stopped working. Started it up again and parts started flying out of the chute. Called craftsman, told me to call sears. called sears told them the problem and the sears store I bought it from closed for good. Talked to 11 people (told the same thing to every person) who can barely speak English and the last person said someone will call me back within 24 hours. all I want is to send it back and get a new one. we will see...

I purchased my samsung fridge from the Sears outlet at 3825 Forsyth Rd in Winter Park FL on nov 19th 2016, on wed sept 6th (right before hurricane Irma I might add) the compressor broke. The date is now sept 29th and I have yet to even get someone out here to look at it. I called Sears repair, then they sent me to samsung who does not fix refurbished fridges done by sears. So that is how I found out my fridge has been refurbished. Did not know that before I bought it. I was sent back to sears, and ever since wed Sept 13th, I have been put on hold, transferred to just about every person in every department, and even hung up on 4 times. To make matters worse, just when I think I finally found the right person who tells me I should be receiving a call within 24 to 48 hours to set up an appointment, the call never comes, and I have to start all over again and come to the same results. That has happened 3 times. My fridge is still broken and no one seems to know what they are doing or how to help me. This is absolutely ridiculous and unheard of to be jerked around for almost a month. I work and go to school, so not having a fridge is hard to make meals for the week to save time and money because I have nowhere to put them. I want a brand new fridge and money for the food I had to throw out, the mini fridge I had to buy, and something for the time I have been wasting and for the way I have been treated. The claim number is [protected].
SALESCHECK # [protected]

Hello,
I bought a pair of shoes and a cardigan from Sears (Westward Mall 01197, 9570 southwest Frey Houston, TX 77074) on Seep 19, 2017.

I tried the both shoes at home, and figured out that it is impossible to walk in them because of the design. They will not stay on your feet although they are correct size. The material is also elastic. And they exactly need straps. I could not try them both in the store because they were tied to each other with a strong plastic string.
I took them to the store to exchange. A random store person asked me in the appliances department if I needed help. And I told her my problem. Then another lady was included that I learnt later she was the manager. She rudely treated me telling me that it was a final sale. I showed them their store sign (I will attach here) says Final sales-No Returns. But it does not say No exchange.
I told her I would go the shoe department and ask them. I heard that she talked behind me when I was leaving. Everybody was looking at me. I heard that she told others to call the shoe department.
When I arrived to the shoe department, they told me that she called them and told them not to exchange. I was not nice of her talking after me and calling the other cashier before I reach there.
I asked her name from the cashier they said Gladys. They did not her last name.
It is not a very expensive something, but anyway it is going to be a trash!. Although I have there receipt, although their Final Sale sign does not mention exchange, they did not help me!

I purchased a Craftsman Platinum lawn mower in January 2017. Several times when starting the lawn mower I would pull the cord and would wind up pulling the front of the lawn mover up into the air. Then, in August 2017 it would not start. I visited Sears lawn mower department and was told to take it to a Sears Authorized repair shop (Vito's lawn mower) on 32nd Street in Phoenix, AZ.

On August 12, 2017 I took it to Vito's they told me it would be fixed in a week. It took two and half weeks before I got a call that it was ready. The very next time I tried to use it, it would not start and the cord was still hard to pull. I went back to Sears, where I spoke to the manager of the department, and asked for a refund or replacement. He informed me that I would have to bring it Vito's four times before I would get a refund or replacement. So I took it back to Vito's on Saturday September 2. The manager of Sears called Vito's personally and relayed back to me the lawn mower would be ready on September 5th and I did not get it back until September 21st. While I was there on the 2nd of September I pulled the cord to demonstrate the issue I'm having with the lawn mower and on the second pull the front wheels came up off the floor. While I was at Vito's on the 21st I asked the repairman how he fixed the hard to pull problem, he stated that it wasn't hard to pull, he did nothing.

I'm frustrated with this whole incident, Sears management was no help with solving this issue they said anything to get me out of the store. I felt The authorized repair shop was indifferent to my issue and do nothing to fix the lawn mower.

I would like a full refund on my purchase.

Barbara Lahaie

We bought a Kenmore Elite Grab-N-Go Refrigerator (Black Stainless) from our local Sears store in 2016.
One year and 3 weeks later, the compressor went out. We called on a Monday and was told the first someone could come and look at it was the following Tues. The technician determined we needed a new compressor. Because we did not buy the extended warranty so service call and labor costs $384. When the technician entered our home, the first thing said was "you know, this is an LG". And when I said there are 4 chips in the paint on the edge of the door, the technician said, " you know, it's only plastic coated!" I had to pay for a little bottle of touch up paint!
The WORST of it all is that it's been over a MONTH to get the compressor delivered to our house! WE had to call to follow up twice to find out what was going on! Now that the compressor was delivered today, it'll be another week before the technician can get here to do the repair! All in all, we've been without a refrigerator for a good 6 weeks! I'm going to send a letter to Sears Corporate offices in IL. We'll be SHOCKED if they offer any kind of compensation for our inconvenience! We will NEVER buy or TRUST Sears Kenmore again especially considering we bought the the top of the line! We were fed a good story from the store salesman! I'll do better research next time and will not trust Sears again!

I purchased two tires at Sears Automotive in Killen TX at the Kileen Mall. I was told by Stan that the alignment was courtesy, but that the car would have to be returned next week when the new employee would start. When the car was returned, Stan said the machine was broke come back in a week. When the car was returned Stan said the new employee quit. The district manager said that since he alignment was free we don't owe you anything. If another vendor said it was extra at the time that is ok . Who buys tires from a vendor and not get them aligned, even it cost money. If knew that they were never going to align the tires, I would have bought the tires from another vendor without all of the trips. Sears does not value my time.

To whom it may concern...

Aug 4th - I called to schedule a repair appointment for one of my rental homes. Stack-able dryer repair . I was not able to get an appointment until Aug 18th

Aug 18- The Tech was a NO CALL / NO SHOW.
Aug 18 - I called to find out what had happened and get it rescheduled. I was told that the Tech left for the day and didn't close my request out so I would have to wait for him to call to reschedule ..
Aug 19- I called Sears again since I had not heard from the Tech
Aug 21- I called again and was told that I would hear back no later than 4:30pm to get the appointment rescheduled I NEVER HEARD BACK !

Aug 22 - I called and told my story AGAIN... I was finally able to get an appointment scheduled for the 25th

Aug 25- the tech showed up and said he needed to order a part / fuse and that I needed to have the vent cleaned and just to call when the part arrives and everything will be fixed at that point .
I had the vent cleaned and the part came in the mail

Sept 8- the Tech arrived, installed the part and said that didnt fix the problem.. The real part that I need is possibly discontinued/ back-ordered. I could be placed on a list and be told within 6-8 weeks IF I COULD GET THE PART TO CORRECT THE DRYER or I can be issued a FUL REFUND for all services and parts provided by sears . As a landlord I cant wait 6-8 weeks to then be told if you can get a part . I opted for the refund and purchased a new washer and dryer for the home.

Sept 25 - I called to check on my refund and was told that I would not get the 89.00 for the diagnostic appointment. I explained that the first appointment the Tech never arrived and the second appointment the Tech didnt diagnose the entire problem and was also told that I would get a FULL REFUND when the part didnt correct the problem. I asked to speak with a manager that was VERY RUDE and seemed very uninterested in my situation. Offered me 30, 000 sears points and when I declined she hung up on me.

I am writing this in hopes that this will be made right. I am the owner and operator of 3 duplexes and 5 single family homes, all of which I provide ALL appliances and washers and dryers. I also have 2 personal homes that each have 2 full kitchens and two laundry rooms. Prior to this situation I have always felt that I could go to sears for appliances and repairs.

[protected]

Jennifer Cook- Provenza, owner
JCP Properties
11050 West 525 South
Columbus Indiana 47201
[protected]

We purchased a Kemore Elite Side by Side Refrigerator in August 2012 for cash
accompanied with a five year extended warranty contract. Before a year had passed we had problems with the ice maker. It was necessary to have two visits from Sears repairmen to troubleshoot the ice maker. It was at this point that we began to question our purchase. Our problems became more intense
during the fifth year since purchase. We lost our ability to freeze anything in the freezer compartment and the refrigeration compartment does not refrigerate safely. Following this problem a part of the ice maker system began to drip water and puddle on the side and back of the refrigerator flooding the carpet and floor. Because we could not afford an extended warranty at the beginning of the fifth year we are now stuck with a 2000 dollar lemon that will not dispense ice cubes or even freeze them in trays. We believe that Sears owes us more than words in the way of a remuneration for our trials and headaches or a complete replacement for the juggernaut that we have been stuck with. Thank you for any action that you may feel appropriate in this matter.

I purchased a Kenmore Elite Refrigerator in August, 2017. In Houston, Texas. In May, 2017 I observed that the paint was peeling off the front left door of the refrigerator. After I contacted customer service, a new set of doors were sent to my home and I replaced the old ones. Now, in September, 5 months later, I see that the paint has started to peel once again. However, after contacting Sears, I am being told that the warranty has expired. I have spoken to several people today and they all have the same conclusion, out of warranty. I have spoken with Cari, Austin, Almond, Marco and Chante today.
I am frustrated and upset that no one wants to realize that this is a re-occurring problem, not a new one. When I purchased this expensive refrigerator, I felt secure that I would get more than 13 months of enjoyment and service. I did not purchase this refrigerator at a "scratch and dent store" I purchased it brand new. I feel that consumers are being scammed. We can no longer purchase merchandise with the assurance that we are getting what we pay for, instead it feels like we are sold merchandise with a "guarantee defect", so you better buy a warranty.
All I desire is a refrigerator worth the money I paid for and that means without peeling paint. I remember a time when you purchased appliances from Sears, they stood behind their product and the product last. This is no longer the expectation that the average consumer can feel confident in.

Saturday morning Sept 16 2017, my 5 year old LG refrigerator purchased from Sears. Sparked and all the electronics went dead. Call Sears to get them out here to fix (I have paid for the extended warranty when I purchased) it. We are told OCT 2 is the first day they can come fix 17 days I cannot believe it.I have PAID for this . I call back am told they will put me on the cancellation and escalation list. They offer me 160.00 for a small refrigerator or I can call a repair service and they will reimburse me. (Of which I was told it WILL take a while to get my money back). I PAID Sears to treat me this way. I cannot believe they do not have a emergency service. I have bought ALL my appliance through the years from Sears bought many a extended warranty this is the first emergency situation I've ever had and I have to wait over 2 weeks for them to even look at my refrigerator then of course they will have to order the parts and then come back. I went and bought the small refrigerator which I was told on Sat to buy from Sears. Now I'm told they just add 160.00 to my shop your way points. Now I have to return it and re buy with points. I am so disappointed in Sears and If I do not get this expedited I will buy elsewhere in the future. No wonder the company is loosing money. If you can't fulfill your obligations to your existing customers. You will not have customers in the future. At least not me. My client number [protected]. AS for a resolution I either want a service tech out here this week or they can replace my broken refrigerator, which would be faster. I have made 3 different phone calls and get the same response. That is all they can do for me.
Kathy Ehler

Washer won't cycle or fill properly. Serviceman came out and didn't even wait for the washer to cycle. Ordered two parts and set appt. 10 days out and said "better buy service contract on this one, parts are always failing." This is a new washer, only 5 months old. Only one part was delivered and they cancelled my appointment. They cannot get the new part for 25 days. I don't care that it is beyond 30 days. I want a new washer. How does a company think they can expect a customer to go over a month without being able to use their new washer. If you cannot provide the repair in a couple of days you need to replace the washer. Unreasonable wait time and a terrible way to treat a customer. I have always purchased my appliances from Sears. If you do not make this right by the end of this week, I never buy from you again and I will never buy Kenmore.

Katrina & John Harmon

more than 3 week ago I purchase a 30 " 4 burners downdraft cook top from kitchen aid. Few day later I got the delivery for A 36" 6 burners downdraft cook top with no brand.
I have been spending hour on the phone with sears outlet to have them pick up the wrong item and to return my money. I paid 800 for the cook top plus 250 for the delivery. I already purchased another cook top and I need my money back. Besides I have a big box seating in my door entrance.
Every time I call customer service which is directed to the Philippines, the associate are trained to answer like robots, and I get the same answer... I am sorry madam, we will send an email to the department and you should wait 4-5 days for the response, they will analyze your case.
Analyze my case? There is nothing to analyze, just pickup your wrong item and return my full money including the delivery charge. I have been waiting for more than 2 weeks for the analysis. This is terrible, unacceptable, and disrespectful with customer. I wonder why many big corporation are closing their doors. What should I do with a cooktop that does not fit in my kitchen and how will I get my refund? I started a case with PayPal, who seems not to be able to help me, and is giving me the song and dance. PayPal should protect their customers, there is why I only buy online of I have a option to pay with PayPal, because thy are supposed to protect me against a fraud. I consider this situation with sear a fraud.
my purchase number is;

Sun Aug 27 14:02:22 CDT 2017 Total: $1038.30
Order Id: [protected]
KitchenAid KGCD807XBL 30" 4-Burner Downdraft Cooktop
Sears Item # 24579 | Mfr Model # KGCD807XBL

We bought a side by side Kenmore in 2010 and after the 3 year warranty ran out, the panel below the ice maker started to bubble. I called to pay to get the door replaced and they no longer sell parts for that refrigerator. So yesterday I received a product warranty to purchase for the product and bout it for 1 year. The tech came today and took pictures and now since theres a little rust around the bubble because its been 7 years, he had sent the pictures in and had a very long conversation with the other tech in the office and they decided that it would not be covered due to the rust. But my complaint is that the bubbles started first and about 3 more years it started to rust a little. Its a defect caused by the fridge and should be covered.

Sept 9, 2017 scheduled time 10a-2p Warranty Plan Number [protected] received text the tech was on their way at 11:58am and never showed. I had my door wide open to make sure I wont miss them and they wont me neither. Hours went by no tech and I called the cust. rep said the were running behind and they are on their way even though the text said they were on their way at 11:58am. Anyways I kept calling cust service rep (about 10 times) and they kept giving me the run around. I called again around 6pm asking for a supervisor (Gared)and I explained to him how very inconvenience for me that the tech has not showed up. Supervisor said he came to my house about 4pm. The tech had lied about coming to my house. Again I had my door wide open since this morning and no one had came to my door at all. I am very upset the tech lied and how he had inconvenienced my because I had my family laundry to do. I dont appreciate anyone lying on me saying they did something and didnt do it. I am requesting the tech is disciplined for his actions and not to come to my address for no repairs in the future. I deserved to have my washer serviced for free after having my waiting and the tech never showed could have made a call about an hour explaining why he could not have made it to me instead of having sit at home up till 6pm. I had other things to do if the tech have done just that. Very unprofessional very unprofessional. The supervisor only offered me a 25% discount and that is not good enough for what the tech has put me through with lying on my and never showed at my door. I am so disappointed because now I have to wait until Monday from 1p-5p and I should not be subjected to wait bc of the negative action of the tech that lied on saying no one was home at my address.

I am desperately trying to have my garage door problem resolved and nonone will respond or return my calls. My garage door has been inoperable since Fri. 9/1/17 when an estimator accidently did not reconnect the release wire and I am unable to open the door or use my car which is inside
Noone seems to care to respond re the necessary repair so I have access to my car and hurricane supplies. Will someone PLEASE have some compassion and at least call me. [protected]. However noone has and I am desperate especially as Hurricane Irma is almost here and noone responds
I live in West Palm Beach Florida

On 09/07/2017 I was appointment for repair my refrigerator from 1:00 pm to 5;00 pm no one show up and no one was call me . I was call sears several times to check the status but no one was able to help me I lost time at my work ( money) they tell me I can have next appointment for 09/20/2017 Clearly I feel like piece of garbage who cant do nothing but I decide to inform also BBB department on them I search internet and I see I'm not alone treaded this way by Sears company ( repair ) department .Practices what they do supposed be pull out some consequences .

Ordered a new Kenmore refrigerator and it doesn't work - the delivery men wouldn't take our old refrigerator because the water hose was still connected- two days later they pick up the old refrigerator and the new one doesn't work- unbelievable- customer service no help 1st female representative hung up on me 2nd male rep stated there were no supervisors or managers on duty - 3rd female had me on hold for over 25 min - 4th rep 50 minutes later stated to my Mom who the gift was for that the delivery guys were to pick up both units - How? I reported the new fixture after the delivery guys left

Purchased Kenmore refrigerator on 08/01/16. Within a short time, maybe 4-5 months, the ice maker was dripping water into ice bucket. We just continued to keep breaking up ice. We had been busy getting our house ready to sell and in May 2017 listed our house.. That explains why we didn't contact you prior. Never thought anymore about the issue until I got a letter 2 days after my warranty expired that my warranty was about to expire. Too much going on prior to this letter as we had an excepted offer on the house. We sold house on 08/08/17.
Next problem developed after we moved when I noticed icicles forming on inside of freezer door. Not sure what is causing this unless the seal is leaking.
I know the refrigerator is out of warranty. I am venting about the product. For years I have bought from Sears and thought they carried great merchandise. We had bought freezers (chest and upright) in the past with no problems.
We purchased washer and dryer set 01/23/17 with no problems.
It really irritates me that I didn't contact you with the ice maker problem when it occurred. Is this a problem with this model? 46 70502 KM18CFTM SAL 635 28T
I have decided that I will not purchase another appliance from Sears. This refrigerator is just 1 year old. It should have lasted longer than this time frame.
Again I am just venting and am quite irritated.
Linda Best

I purchased a Kenmore refrigerator July 19, 2016. I filed a service concern back in July of this year. The refrigerator had a very loud knocking sound that would last for 30 minutes to a hour at all times of the day and night. The repair technician that came out in July replaced the ice maker. He no longer left when the refrigerator started knocking again. The repair technician on the 2nd trip adjusted a few things and said it was working. However, again it starting the same thing again shortly after he left. The repair technician on the 3rd trip adjusted some things and said it was fine. Shortly after this repair it started making noises like a train at different times of the day and night and the ice maker no longer works. I called back in today and was more that dissatisfied with the representatives I spoke to. I was transferred 4 times and finally spoke with someone in your consumer complaint department. She was of no help stating that the only thing she could do was schedule a 4th repair time for me. In the background of this call, I heard folks laughing and having a great time. This is not really something someone wants to hear coming from your complaint department. I felt like folks were laughing about consumers they had on the phone.

I am in the business of supporting and assisting those that have suffered a catastrophic loss, such as those from Hurricane Harvey. I would not treat my customers the way I have been treated on the phone today by your repair and complaint departments.

I would like to know what my recourse options are if your repair technician cannot fix the refrigerator during the 4th attempt on Sept 8th.

I ordered a freezer door for my freezer and chatted online with an agent who assured me that the door included the stuffing and the inside panel in its entirety. To make a long story short the door came without the guts so to speak. I tried returning it to the sears in Cross County in yonkers and was told that the returns dept was no longer there and was advised to return it at the Galleria in White Plains. The following day Thursday, 8/31/17 i went to the Sears in White plains and had to drag the box to the basement to be advised that the returns dept was closed that day. The manager in the returns dept refused to talk to me and just had the guy go back & forth between us. To say that I was furious is being nice. That box is not light weight and I had to drag it for two days in a row without any assistance from the Sears in White Plains; Who was of absolute no assistance, where someone should have been able to take it for good customer service