Sears
reviews and complaints

9 wks ago I called because my less than 2 yrd old washer stopped spinning out, again. This first happened 2 months after purchasing. They replaced the door lock and the mother board. Its been 9 wks and 3 repair visits and still my washer isnt working. Yesterday, the repairman came and the parts that were ordered 3 wks ago were damaged. He gave me an appt 3 wks from now. That will be 12 wks waiting for repairs. They have already ordered almost $2, 000.00 worth of parts for an $850.00 washing machine. They refuse to give me a new machine. Please help.

I cannot understand a company such as sears who employ's a female who is a conniving, lying [censor]! They also keep her after she has phone SEX with another employee who lives in San Antonio, tax. Proceeds to lie under oath in the justice system in order to ruin another employee who is the only that has made the sears store in Colorado Springs profitable. This will get out to the news media and rest assured she will have her day in court! I would advise everyone to avoid the auto department at sears in Colorado Springs and definitely avoids the sheep in wools clothing, the only female in that department!

Went to the Sear's carpet cleaning site to schedule cleaning of my two bedrooms on the second floor before my new tenants moved in, as it was only two rooms that are carpeted I went with the "build your own package" each room was quoted as $42 total of $84 then tax and $8 service fee. Order was accepted at $97.55 but when I called they said the rooms were $49.50 a room because there was a minimum order required but this was NOT said when I placed my order and it was accepted. It is a consumer rip-off - paying for something you are not using. If there is a minimum order required then order should have been rejected at the low amount of $84.00 and not processed as it was. Paying another $15.00 for the same service. Cancelled order don't like companies who take advantage of hard working consumers.

I was looking for a new dryer and chose their website to check what they offer. My internet connection is fine, so it was your fault. Your website could not stop loading. New and new pictures. Many errors, hard to look at interesting pictures, it always got back to the previous one. Hey, guys, fix your crap! Why does your website work like the cheapest one?

I am extremely dissatisfied with the Sears Home Plan. I signed up for this after a repair on my GE fridge in August of 2016. The repair person from Sears recommended I take this warranty because it will save me 50% on that particular job which normally would be $500, and for all future calls I would be charged only $60.00
I have now paid for a whole 12 months at $54 per month.
2 months ago I called Sears because of a dishwasher problem. After dealing with a "menu", I was given a date 2 weeks away. I found that unacceptable and finally was able to talk to a live person, who informed me that the warranty did not cover my problem with the dishwasher.
Then last week I called for a new problem with the ice maker in the fridge. Again I was given a date that was over 2 weeks away. This was on a Friday. I was able to contact a live person, who told me he could not help me because it was a weekend, and to get an earlier date I would have to call on Monday. When I called I could again only go through a menu that basically said someone would call me within 48 hours!
A person who spoke extremely bad and broken English that I could barely understand, left a voicemail that said they had no one to send for repair, and I should get my own repair person and send the bill to Sears.! I find this unbelievable! Even if I did this I would never be reimbursed by Sears.
The biggest mistake I made in all this was to believe the initial repair guy, and not read all the negative reviews that I have found on this website.
This company is taking all of us to the cleaners by their promises of timely repairs. You pay monthly, and IF YOU TRY to cancel your contract for non performance- which I did-, I was told they would charge me $300! So I am stuck.
I feel I have paid for nothing in return, and I should be credited ALL my payments to date. Sears is failing company, and everyone knows it.
If anyone is thinking CLASS ACTION, count me in

T. Malik

On July 11, 2017 I decided to purchase a Zero Turn Lawn mower from Sears. Local store had to order the one that I wanted that was on sale and it would be a week to deliver to store or two weeks to deliver to my house. I opted to pick it up at the store rather than wait. I picked up the lawn mower and checked it over and immediately began mowing my yard. Within 20 minutes smoke began coming from the deck. I shut the mower down and looked at the belt and the belt guide had been misinstalled at the factory and had destroyed the belt(I have pictures) I called Sears Service and they said its covered we will fix it but it will be 9 DAYS before we can get to you. I said ok how long to get me another lawn mower...7 days. great. Ill wait for the service tech I suppose. Two days before the service tech was scheduled to arrive I called to Tech Dept to ENSURE they understood the belt was ruined and would require a new belt. Yes Sir we see that in the notes and the driver will have a belt...The tech arrived on Thursday morning and said I doubt I have this belt on my truck...The tech desk should have ORDERED the belt and sent it to YOU so it would be here waiting for me! I will have to order the belt and come back. Ok how long on that. 5 DAYS! So now we are up to 14 days to repair a lawn mower with 20 minutes on it. I loaded the lawn mower up and returned it to sears. The Manager at the sears store was great and did a awesome job on cutting me a deal on a larger floor model for less than I paid for the one I had. I was pleased with that.
Meanwhile...I had points to use so I had ordered the oil and filter for the original lawn mower since oil change is due at 8 hours...Sears Parts Direct had the parts and they were a bit higher than other places but I was paying with points so oh well. The chat person placed my order then said that will be a $12.99 delivery fee...what? that's more than the filter! Wasn't happy but paid it. After I returned the lawn mower I contacted Sears Parts Direct to cancel the part order as they will not fit the new mower. Not a big deal they sent me a pre printed label and I returned the package. Two weeks later I have to contact Sears Parts Direct AGAIN to have the points added BACK to my account...why? Then I had to request that my delivery fees be returned as well! WHY? why does your customer have to do this? So I decide again to use my points to order the new filters for my new unit. Sears price $15.73 for oil filter and $19.73 for air filter. Shipping $10.99. I mention to the chat person that Tractor Supply has the SAME oil filter for $5.99...why would I pay three times as much PLUS shipping to get it from Sears Parts Direct? His comment was that the filter is coming directly from the OEM manufacturer...THat doesn't make it worth more plus shipping. So I cancled my order completely. I will be paying off this mower shortly and I will NEVER deal with SEARS in ANY aspect again! This includes cutting up my Sears Card which has been a total fiasco due to the purchase return and repurchase at sears with extra mysterious $300 dollar fee that NO one could explain and took three weeks to have removed. DOES SEARS EVEN KNOW WHAT CUSTOMER SERVICE IS ANY MORE? Not ONCE has Sears contacted me after repeated written complaints and phone calls even though the information was taken with a promise to have someone get back to me

On July 24, what I thought was a repairman came to fix my Kitchenaid stove because the oven had uneven heat distribution. The person who arrived was a diagnostician, not a repairman. He said the motherboard needed to be replaced, so he ordered one, charged me $488 for it, and set up an appointment for August 3 for a repairman to come install it. When he arrived, he asked us if we knew where the part went since he didn't know anything about Kitchenaid stoves. He couldn't fix it, so another appointment was made for August 8 for another repairman to come install the part. On that day, the new repairman said that there was nothing wrong with my oven and the part wasn't needed. He wrote a refund ticket and said it would be credited to my card within 10 business days. With no refund received in that time frame, we called to inquire as to when it would arrive. After being transferred numerous times and an hour plus into the call (obviously in a foreign country), we were told they had no record of our refund. We finally reached someone who said they did have a record of it but it would be another 10 business days before it came. A few minutes later, I got an email saying it would another 21-28 business days before they could issue a refund. Funny, their charge to me for the unused part showed up immediately.
I am beyond frustrated. I will never use this service again.

Used to always buy online. Unless I experienced a need in returning stuff. I was said I can come to any store and return, but it was a lie. They don't stand behind their products and sellers. The CS is always useless and they never hep. Don't even try to call them and explain. You know, no wonder why your stores are shutting down, it's all because of your careless attitude. People just don't want to go to your stores and give you their money. There are so many options to choose and you won't be on the list.

Today, 8/21/17, after repeated calls to Sears and them arguing with us that our refrigerator isn't still under warranty, we proved that it is! Then, reading the warranty to them over the phone, we finally (after having to talk to supervisors) convinced them that the problem was a refrigeration leak (covered) and it had already been diagnosed. The issue now was that the warranty said it would be repaired "at no cost" to the customer but they claimed they had to charge for a repairman to come to the house. We told them if it proved to be another issue and NOT low on refrigeration fluid, we would pay! They finally agreed! They surprised us saying a guy would be in our area and come this evening. We said that was fine. He came and after examining the refrigerator, said it was exactly what had been diagnosed. Low on fluid. He said though that in order to find the leak he needed to run dye through the unit and we agreed. He also said that they have been having compressor issues with them and we may also be having that problem too. But, he confirmed, we were covered by our warranty...After we paid him the close to $100 for the "priority call" we had asked for (but had never heard of). He told us that if we refused to pay, they would NOT repair it, warranty or not! We had been loyal Sears/Kenmore customers for years. That $100 is going to cost them more than it costs me! It was interesting too that the supervisor laughed at my husband when he said we'd been told it was low on Freon. She said that wasn't used anymore. But that us the final diagnosis of THEIR repairman! Low on Freon.

Unbelievable! This company deserves to close its door! They let treat their loyal employees with disrespect! They employ a young lady in colorado who has lied under oath and ruined a person all because he broke up with her and moved on. This young lady gets to keep her job even after she sends nude photos to a manager in the auto center in Texas, she has lied to the justice system and she will eventually get sued for defamation of this young mans name around the sears store. I would NEVER recommend any one to work for sears!

Not that long ago I ordered the dryer from them and after 3 months of using it broke. I called them and scheduled a repair. That was important to me and I took a day off at work. In the morning they called and said that they have to reschedule. I was very angry because didn't offer anything for me to fix this problem and didn't see what else they could do to help me.

We purchased this refrigerator for our new home in 2012 and the ice dispenser stopped working right about 3 months ago. Then the refrigerator ' s temperature was too warm so, following the book's instructions, we turned the temperature down. But that didn't last long. The ice dispenser stopped working completely! A repairman came and said we have a freon leak and need to purchase a new refrigerator! This is ridiculous! This refrigerator has only been in use since brand-new in our home 4 1/2 years! We have depended on Kenmore for years for quality but I guess things have changed! This is a Kenmore Elite Model number [protected]. This is a very large expensive refrigerator. Don't purchase a Kenmore Elite!

I ordered an item from them. I was said they would deliver it on the next day in the evening. On the next day, they called me and said they were on their way. I wasn't at home because I expected to see them in the evening. And they canceled my delivery and asked me to choose another day next week. This wasn't my mistake and why they couldn't just find a way of delivering my order in the evening?

Three years old with a paid protection plan
Started leaking Saturday, August 11
Called emergency telephone number, was a call center out of country with representatives who didn't speak English well. Told call center who schedules repairs is in Illinois and didn't work on weekends. FYI, I am in Connecticut. Today, Monday, August 14 water heater is still leaking. It's an 80 gallon tank., was told a technician would be out August 24! This heater will need to be replaced. I want a tech now so they can go back to Sears and issue me a refund since they no longer sell 80 gallon water tanks. From all the sites with Sears complaints similar to mine and their untimely desire to satisfy just complaints, I'm afraid I am going to eat the cost of this water heater.

We have a service warranty for our LG refrigerator we purchased at Sears. The refrigerator is two years old and it stopped cooling, I called Sears and the said it would be 15 days before they could have someone service it, This is ridiculous, so I can't cool anything for over two weeks? What is the point of a service warranty? I will spend a fourtune on dry ice - no wonder they are failing.

If I had purchased the agreement directly from LG - it would be fixed.

I purchased a new car battery that got out of order after 2 years.
The display says that it’s got a 3 yrs. warranty period and I was sure I could exchange the battery as it still was under it.
So I brought it to the store for replacement and I was said there was no warranty guaranteed by the store. It’s pretty awkward they ignored the description on the battery. So all that's left to do was just to buy a new battery.

I am sure there was some resolution, but no one cared.

Purchased a Laundry center - stackable washer/dryer in Dec. 2015 along with a MPA which expires 2018. Since May 2017 a tech has visited our home 6 times to fix or install parts. So far the unit still does not work. I have complained, tweeted, messaged corporate etc. to no avail.

I am told we have to reach some magic number of repair visits before we qualify for a replacement. I've been told 3 or 4 depending on which CSR I speak with. We are at 6 but somehow Sears doesn't count all of them.

Meanwhile we are without a washer still. Using a laundramat - NOTE: we live 45 minute from the nearest one.

How do I get to someone who can actually help me other than just scheduling another service call or ordering another part?

I waited two weeks for the appointment date of Aug 7. The repair man arrived and fixed the Kenmore washer with a leak that was leaking into the tub. After him trying to sell me the yearly service he was done changing a part to stop the leaking into the tub of the washer. He charged me over $200 and left. (I even tipped him $20) What a fool I was thinking it was fixed. I left to go to the market and came home to a minor flood around my washing machine. I called and spoke to an employee who told me she would have David our tech come back. I waited for two hours, no call and no David. I then call the customer service again and they tell me too late we have no appointments until next week. I told Joy that was unacceptable she said that was all she had. I told her that I did not need any more damage she did not seemed to be concerned. So I stopped payment on my check (which she thought was the right thing to do). Now I have a leaking washing machine into my wash room and Sears could care less. (This was the great repair job I got.) I will never use them again and I am pissed I gave that guy $20. The best part is that I am going to sue them for the money it costs me to repair there damage.

Hello, my name is Susan Jones. I want to buy a washing machine that is not High Efficiency (HE). On July 14, 2017 I went online to Sears.com and ordered a Whirlpool Model WTW4616FW that was not HE. It was delivered on July 21, 2017 but the wrong model was delivered, Whirlpool Model WTW4616FW1. I called the online customer service and spoke with a representative and explained the situation. She re-ordered the correct Whirlpool model. On Aug 1, 2017 the second Whirlpool washing machine was delivered, and again, it was the wrong model. I called the online customer service again, and this time ordered another non-HE washing machine, Maytag Model MVWC416FW. The Maytag was delivered Aug 4, 2017, and again, it was the wrong model. They delivered a HE model Maytag. The Sears website states that both the Whirlpool and Maytag models are not High Efficiency. I called the online customer service again and told them the wrong model was delivered. I was asked to pick out another washing machine, and I told them I would research and call back. On Aug 5, 2017 (today) I called the online customer service and I have now been on the phone for 3 hours, being transferred back and forth to different departments to get this resolved. I have spoken with 8 different people this morning, and as I'm writing this, I'm on hold yet again, waiting to speak with a 9th person. The customer service I have received from Sears has been horrible. I have explained this issue 9 times now. I just want to order my washing machine and get a refund on the first 2 models, or get refunded the difference in price. I've just spoken to the 9th person, and she is not understanding what I am telling her and I asked to speak with a supervisor. After being on hold for a very long time, she came back on the line and stated a supervisor was not available. I had a hard time understanding what she was saying because her connection was not good. I told her I was having a hard time understanding her, told her goodbye and hung up. I then called the online customer service again and spoke with a 10th person. Finally, someone who was willing to help me and answer my questions. I'm sure you can understand how unbelievably frustrating this whole experience has been. If you were in my place, how would you feel? First, the wrong washing machine delivered 3 times. Second, customer service representatives who were not helpful at all, who kept passing me on from one person to the next, and who wouldn't answer my questions. Third, having to tell this story time and time again. It was so unnecessary. I kept my cool for the most part, and by the 6th person, I let them know that I was incredibly frustrated and apologized up front for my frustration. I lost my cool on the 9th person and raised my voice, but got my coolness back when I spoke with the 10th person. She was patient, she was sympathetic, and she was helpful. I have been a faithful Sears customer for over 40 years now, and have always bought my appliances from Sears. I don't think, though, that I will ever buy from Sears again due to the issues I've had this time around. My issues were not handled well at all, and not what I expect from customer service. I work in the customer service industry and would never treat my customers the way I've been treated this morning. As I'm writing this, I'm hoping that what the 10th person told me will actually happen: I will receive an email within 30 minutes of my phone call with her explaining the details of my order and refund; I will be refunded the full amount for the first washing machine I ordered within 5-7 business days; I will be refunded the amount between the 3rd and 4th washing machine ordered within 5-7- business days; I will be delivered the correct washing machine that I ordered today. If this doesn't happen, I will be extremely upset and disappointed. Depending on what happens will determine if I remain a loyal customer for another 40 years. I appreciate your time in reading this and addressing my issues. Thank you.

To Whom it may concern:
We have purchased over eight (8) large appliances over the past 3 years from Sears. Totaling well over $15, 000.00.
Prior to reviews coming out on the "Kenmore Elite 48443 27" Electric Double Wall Oven w/ True Convection™ - Stainless Steel
ACBBB" we purchased the oven, with a two year warranty. DURING THE WARRANTY PERIOD, the bottom burner became so hot it melted foil which was on the bottom rack, and the foil stuck to the liner of the oven in she shape of the burner coil under oven liner! We called for service, which we received, HOWEVER, when the time came to replace the liner SEARS declined the serviceman to install it! He was forced to leave with our new part under warranty without installing it. Now the entire burner is shot, the oven does not work, and of course we are out of warranty! We are so frustrated with this entire process, and are unable to even speak with anyone without customer service reps. trying to purchase more warranty! We were under warranty and it didn't help! This oven has a 1* rating, obviously has MAJOR issues across the board, and certainly should be recalled. SEARS offers to come "check it out", with an $80.00 fee, which we already paid! They refused to fix the problem a year ago...while it was under WARRANTY!