Sears
reviews and complaints

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

I am on my second washing machine since December 9, 2017 and it is May, 2018. My first one (same machine) had the lid shatter in the middle of the night, 10 weeks after getting it. The sears that I purchased it at replaced it for me on Feb 24th, 2018. On May 4th, 2018 (almost 10 weeks to the day) the same thing happened again. In the middle of the night, the lid shattered. Well I have the home protection agreement. They came out May 9th and ordered a new lid, first time around I was told that if it was back ordered for 10 days that I would get a replacement. So I called after 10 days and was told that it was 10 business days. So I called after 11 business days and they are telling me that it's 21 business days. This is getting rediculous. I have been out a washing machine for 20 days already and everyone I talk to just keeps giving me the runaround and saying that customer solutions will call me within 24 hours. It's been 5 days since I was told that the first time and still no one has called. I don't feel safe having this washing machine with broken glass in, and on it, in my house with my one and two year old children. I want answers and I want someone to rectify this problem yesterday!

The AC has been out in my home for over three weeks, and the repair company (Freeman Heat & Air Duct Cleaning) they sent to repair it came out on 5/7 to "fix it." AC went out right after they left that day. I called to get them back out, and had to wait a week for them to come out again. They came back on 5/14 and the same thing happened as it did the week before! I called back the same day, and Sears issued a recall claim. I also called the folks at Freeman, and they won't answer the phone or return my calls! I called Sears again on Wednesday, 5/16 and Friday, 5/18 to escalate to a manager, and they gave me a BS story about placing me in a "queue" for a callback from a manager. And guess what? No one has called me back from Sears, nor from Freeman. Meanwhile, the temperature in my home is at least 86 degrees each day when my son and I get in for the day. I also pay for an additional policy to cover the condo I own. I regret ever signing up for their services. This has been one of the worst customer service experiences I've ever had. I will most definitely start looking for another warranty company for both my homes if Sears does not make this right soon.

Kenmore elite refrigerator is stopping cooling again (5th or 6th time in 4 years). Had and appointment for May 21st, at 4:00 May 18, 2018 I received an email saying the appointment had to be rescheduled and I should call them. Well now I have an appointment of May 30th, 12 days later.

If all goes as it has in the past, the tech will show up and not have the necessary parts. They'll be ordered and a new appointment for two weeks later will be scheduled making it the Middle of June before its fixed. A month without the refrigerator.

After and hour and a half on the phone they said I was a valuable customer and wanted to know if I wanted to purchase any home repairs, but they couldn't do anything about getting a technician our sooner. There must be a better way. I do have a service policy on it, but that doesn't seem to help.

We purchased a new Kenmore Elite French door refrigerator in March of 2015 and purchased an extended warranty as well. The first issue we experienced was the "mother board" went out in January of 2016. They came out and repaired the issue. Off and on we would have small issues but usually if we called in they could do something to monitor the appliance and tell us how to reset it to fix the issue. Then in the summer of 2016 the compressor went out. They sent the technician out and he had to order the part which we were told was going to take at least two weeks then we could call them when the part arrived to set up for a tech to return and put the part on. Of course Sears was not concerned that I would not have a refrigerator for over a month for a family of 4. Their solution to the issue was for me to rent one or they would credit my Sears loyalty card $100 for me to go and purchase a dorm size refrigerator. At that time I requested a replacement of the appliance to which they stated no they could not do that. Now here I am not even two years later with a dead refrigerator again and now we are out of the warranty period. They again are refusing to do anything to replace this appliance because now we are out of warranty BUT if I purchase another years warranty for $350 they may be able to decide the refrigerator is a lemon and replace it. So they want me to spend more money to MAYBE have it replaced! They don't seem to get that when you spend over $3000 for an appliance you expect to get more than a year out of it without major repairs being done. I am so frustrated because I can't afford this. Meanwhile all I get from Sears is the "I'm sorry" and "there is nothing we can do now it's out of warranty" even though the issue started when it was still in warranty. I don't know where to go from here.

I received an envelope from IRC 8961 1500 Roe Street Dallas, Texas 75215 tracking # 1z707e9wyn10416964 and the envelope is not sealed and nothing is inside. Not sure what you were supposed to be sending me. The only thing I have ordered from you was the air filter for my refrigerator. Not sure if this is it or not. But one I did not receive anything and do not want to be charged for something I did not receive. The post office did stamp the envelope received unsealed in Hallsville, Texas. My name is Judith Foster 122 Germantown Circle Hallsville, Texas 75650 ph # [protected].

Thank you,

Judith Foster
[protected]

The fridge stopped making ice April 12th 2018 the first repairman came out said it was giving an error code. Left said it was fixed. It was not.
April 17th another repairman came said it was fixed left. It was not Now the fridge is not making ice or water.
April 20th another repairman comes out floods my fridge and kitchen floor. Says he fixed ot and left. Now no ice/water and it's leaking inside fridge. Cannot turn on water to fridge for fear of flooding my kitchen.
May 02 yet another repairman came installed some parts that was ordered says its fixed and leaves. Still nothing.
May 07 another repairman comes tells us it need a new filter housing and water tank because it is leaking. Ordered a valve and left with a appt for the coming friday.
Friday they cancelled
Monday they cancelled
Tuesday repairman comes takes part wants us to sign a disclaimer saying they're not responsible for the damage that has been done, of course i refuse so he took the part and left. The part that my warranty company paid for. So fruztrated want my fridge fixed.

I bought from Sears this Kenmore Dehumidifier for $250.00 and I purchased SEARS MASTER PROTECTION home warranty and the sales rep told me with this plan I'm guaranteed IN-HOME YEARLY maintenance and TOTAL repair/replacement service. I've been paying for 6 YEARS and NOW calling for service, I'm being sent from department to department until they finally told me I had to take it in for service and also pay for diagnostics. Transferred again after they realized they didn't cover the part it needed and then told they couldn't help me! Know what you're getting for your money …DO NOT BUY SEARS WARRANTY. TOTAL DECEPTION on some of the products!

Tech here to repair my refrigerator again! Last year we replaced the compressor and now a tech is here today for two hours with another tech on the phone. Expert on phone states that the tech at my house is " way over his head!"first he put too much free on the had to drain it out. Then he was walked through several cinerios and didn't know basic terms or repairs! Expert on phone lost connection several times and the tech at my house was flustered. This is unexceptional! I have had no fridge for 4 days already, now they send an inexperienced tech! Please get it together Sears!

Four weeks ago Sears Home Improvement sent out the installers and demo crew to my house. They were 4 hours late, ill equipped since i had to lend them my tools, and lacked skill and matetials. I have talked to the coordinator at least 15 times, emailed pictures of material and workmanship and get arguments, excuses, lies and postponements. The job was to be a one day job to remove carpet and install laminate wood. It has turned out yo be now pver 3 weeks, half the job done, boards improperly installed, damaged boards, and obviuos installer errors. The coordinator has not supplied enough materials now 3 times, changed a diffrent crew which is to busy to complete the job. Dont ever, EVER use sears for home improvements.

I took my lawn mower in for warranty repairs in december 2017 and when I took my mower in the bag was also with the unit which is documented on the service ticket. Drop off location #2242 service order #[protected] service date 12/10/17 they said they would call me when repairs were complete. This never happened after about 2 months I contacted them and said yes your mower is here. I went to pick up the mower the bag is missing. The repair center guy said he would call the vendor sears used for the repairs to see if it was at his shop. He said he would call me in a few days... A week went by no call. I called every number at the local sears to try and find the repair guy to follow up and he tells me their is no direct number to the repair center down the street. Finally a guy in the lawn merchandise gives me the vendor name and number to call. I call john mccabe and spoke with him. He said he returns everything that comes to him back to sears and he does not have the lawn/grass bag attachment. So last week I decide to use the chat option on the repair service website as the calling option is a total nightmare. I chat with one guy and he transfers me to another guy where I repeat everything that has happened. All I want is a freaking mower bag for my mower! How hard can it be?/ he takes all my information and finds the bag/frame replacement and then tells me he has to escalate it to a customer care rep for resolution but no worries they will take care of you. It will take 48-72 hrs for someone to contact you and get you a new bag sent. I am now a week out from that conversation and yet again they have not lived up to their commitment to the customer. Sears repair lost my mower grass bag assembly so yes you need to replace it. It has been several weeks now that I started this circus and needless to say I am very upset with sears customer service. The weather has been raining with sun and my lawn is growing every second and I need the bagging option. Replacing an item you lost should not be this much of a hassle for the consumer!

Tried to buy a 3 piece patio set they had on sale, had a sign naked with sale price. The supervisor went get the store manager they refused to sell us the set at the sale price. The manger obviously does not know the federal laws the price was clearly marked next to it was a picture of the three piece set which stated two chairs and fire pit table with item number underneath it which match the item number on the sale price there was no description written on the sale price. Filing complain against Sears.

I had engine oil service done by Sears Auto, Frisco, TX on 7th April 2018 wherein they also put a new oil filter. My car broke
down on 25th April 2018 and the engine would not start. I learnt from another auto repair shop that the engine had seized due to no oil and will require replacement. My car is a
2008 Toyota Camry and is at 72000 miles and has been
maintained well.
Also, Sears Auto had carried a multipoint inspection and
found that engine oil was good and there were no wear and
tears. Moreover, they changed the oil filter.
My complaint is that Sears Auto had failed to find and
report to me that there was damage to the engine oil unit and
did not put an oil filter when they charged me for the same.
This led to the engine seizing and breaking down.

Their insurance company (Sedgwick), as expected, denied the claim stating that there was no oil filter. Had they checked the final invoice and multi inspection report they would have found that Sears Auto had replaced (and charged) the oil filter and given a green light to Engine Oil just 2 weeks before the incident. Now that they have left me stranded without a car, I have no option but to pursue alternate routes to get their attention.

In March of 2016 we purchased a complete Kitchenaid kitchen from Sears and also bought the 5 year protection plan. In that 2 year period the icemaker in the fridge has stopped working on several occasions. We have been without ice for weeks over the 2 years and have had multiple parts replaced. Each time a tech comes to diagnose the problem we then have to wait a couple more weeks for the part to come in. On April 23rd the icemaker broke again - not making ice. It was finally "fixed" last Thursday but I still had no ice so I called again and was given an appointment for today between 1 - 5pm. This morning I had a call from a tech who said, "I understand your microwave is not making ice". REALLY - you can't make this stuff up. I was speechless for a moment. I told him it was obviously the fridge and he said "well I don't do fridges - just microwaves". I told him he'd better get it sorted out and he refused. So I called Sears and got someone who spoke terrible English. After several transfers and me explaining the problem to no avail I asked for a supervisor. Now my appointment is tomorrow so they'll probably tell me my dishwasher is not heating food properly. This will be the fourth repair in 12 months so the lemon law should apply and I'm not having any of it. If I have to our local TV station has a consumer affairs program so I'll be all over that.

Its broken again! The last service call I had for this refrigerator was 9/17 it is now 5/18 and its not defrosting again and has a "er rf" error code. This refrigerator is less than 2 years old and its been a big bust. I have a 5 year warranty, without it this refrigerator would be on craigslist.

Look online this model of refrigerator was recalled in 2005 for the same issues and still is not correct.

1st it takes me 2 weeks to get an appointment to have my refrigerator repaired FYI it's only a year old then they show up A-day early never receiving a phone call never receiving a confirmation email then when I call they tell me the next appointment is 2 weeks out.
Absolutely a huge mistake going to Sears, buying their service contract, will never make this mistake again.

I recently had a dryer repaired at a home we own and currently rent out. Our property manager called sears for the repair. A sensor was replaced, and when I got the bill it was almost $280! I had the very same repair made on a dryer in the house we are living in two weeks ago and the repair bill was just over $100 (a repair not made by a sears repairman). I called Sears and complained, and their excuse was I didn't have a warranty. So I guess if you don't have a warranty, you can practice extortion. I'll never call Sears for a repair again. Be warned.

To whom it may concern:

I don't even know where to begin with this services or lack of service. I called to get a technician out to my home about 4 weeks ago to get them to take a look at the Microwaves in my home. I scheduled the apt for 4/30/18 and it said the apt was confirmed. While I thought 4 weeks was a long time out to have to wait I was happy to have the appointment.

On Friday 4/27/18 I received a call from Sears (Automated call) asking me to call in an re-schedule my appointment. I thought this was kind of strange so I ignored it thinking maybe it was just a reminder call and they meant to confirm it, not reschedule it. I received a 2nd call so I decided to call in. The lady I spoke with said there did not seem to be any issue with the apt as scheduled but that if I received another call to call back in and they would further investigate.

On Saturday 4/28/18, I get another automated call. I do as I was told and call back in and this time speak with a gentleman. He said there was some kind of an error with their system and I would have to reschedule. I remind you I have already waited a month. Needless to say I was NOT pleased and I asked to speak to a supervisor. He informed me that none were available but that he would put a notation in my record to have someone call me on Monday from a different department (I believe it was the dispatch team).

So that brings me to today 4/30/18. No one had called by Noon my time so I decided to call back in. When I got an operator on the line (No small feat since the automated service keeps telling me that he should be able to help me) I'm informed by a young woman that my appt. is set for 14 May 2018, another two weeks out. That would mean I would have waited almost 6 weeks for my appt.

I was not please and asked to speak to a supervisor and explained to the young lady that I was not upset with her but the company (SEARS) that she represents. I did get a supervisor on the line and have now been waiting for almost 15 minutes. After 15 minutes she has come back on the line stating that she is working with the dispatch team to see if there is a tech that could come sooner but that she could call me back or place me on hold. I explained to her that she could place me on hold because I have no confidence that anyone would actually call me back.

So I'm still on hold and no closer to Sears actually making good on their part of the agreement they made with me. Although I would guess that they will withdraw the monthly charge from my account when it is scheduled even though they have not fulfilled their part of the agreement.

FOR ANYONE thinking of buying this service DO NOT - look at the reviews and buyer beware.