Sears
reviews and complaints

Dear Sears, I am placing a complaint on a service order # [protected] provided by your technician #0015181 on July 29, 2015 (Sears # is 0008935). This was for the repair of my Kenmore washer model 110.[protected], which was overflowing water by the detergent canister upon cycle start. The technician came home during late afternoon that day to do the repair at the day accorded, my daughter (21 yrs) was home when he arrived as my wife got tired of waiting the whole morning. He did a partial dis-assembly and test of the washer. The only repair he did was that he unclogged the filter of the unit. Afterward he indicated that the unit was too bad to repair as it is because the basket was broken and said that although he could solve the overflowing issue he was not doing it because he was not going to take the blame of putting back in service an equipment with a basket broken because it could cause catastrophic damage and he could loose his job, that he knew of other technician that repaired one and got fired because of an accident later. Based on that, he was recommending a whole list of parts to be replaced totaling about $850 in parts plus $400 in labor. He wanted from my daughter a sizable down-payment to "secure" the job. At that point, my daughter called me to have my opinion first and placed him on the phone so I can discuss it. I said I was not convinced because the unit was working fine except for the overflowing as I had checked the unit the week before myself and though it might be an issue with the pressure switch that controls the water level (I am a mechanical engineer). He stood firmly on his estimation and said he had no more time to discuss it because he had other appointments. At that moment then I asked him how much was it for his work and he asked for $162 plus tax. I said no way as my wife was told over the phone during the appointment call it was going to be $79 for the visit. He said he needed to call his office to check. 3 mins later he called me agreeing to $88.09 including tax. My daughter wrote him a check and he left kind of furious. Coincidentally, I have a home security camera at the laundry in which I could corroborate this when I got home that night. I made an appointment with another local repair technician this week (non-Sears), who checked the unit yesterday. He found that the only problem the unit had was that the plastic boot at the bottom drain of the tank was partially out of place as the metal band securing it had slipped. The basket itself is in perfect shape, it was only one of the holding corners that had unfastened. His charge was only $50 for the 30 mins it took to repair, and no new parts were needed. Evidently, your technician a) was unsure of what he was doing or b) was trying to ripe us off with a phony repair. Either way, this is completely unacceptable from a company of over 100 years in business. As your saying goes, "customer satisfaction or your money back" applies in this case. Please refund me by check the $88.09 your technician 0015181 took from me.

Three (3) years ago I bought a $800 Kenmore Elite dishwasher with an extended warranty. The dishwasher proved to be a total lemon but the extended warranty paid for all repairs (and they were extensive) UNTIL it was decided to replace the unit due to 4 function errors in 12 months. I was appalled when Sears Extended Warranty offered me my "replacement"---it was $540.00 towards a new dishwasher. Now this is NOT a replacement, it is an allowance. When I disputed this the warranty rep said they did not have to replace the exact unit just offer an amount based on "comparable" features. I even looked, today, at the web site touting their extended warranties and is specifically states--REPLACE, which any person would take at face value of replace your item. There is no way a low end GE (which is the only unit available at that price) is "comparable" to a high end Kenmore Elite. DO NOT BUY THIS EXTENDED WARRANTY with the expectation your exact unit will be replaced with the same existing unit. I am totally disgusted with Sears and will never buy another product from them.

About 5 or 6 years ago I went to court for a case for sears with this attorney on this day I sat there till about 2 pm when my case was called the other attorney never showed up. That dec of the same year I recieved a judgement agianst me well I am un employeed and have been sense 1992 due to illness and have been very ill and now have a heart condition on top of all this with heart racing to 145 bpm. The judgement was mailed to me I cant understand how they got it nor do I think its real if so I cant see how they can collect and havent tried too. I was there that day they never showed. Well I just recieved another letter yesterday for 6, 759.59 the actually account is only ober or close to 3, 000.00. File number is 6r309 civil action number and this is not a summons is 03-663 and says re: sherman acquisition limited partnership I went to court that day to agree to pay 25.00 a month and they dont show and I get a quote un q2uote judgement really now they are after me for a paypal that was a summons I have to answer and offered 25.00 a month but there holder is midland which I have a judgement with but have been paying faithfully. Please help me stress causes the heart to race I have no income and my husband makes only enough for us to survive but not qualify for help. I have been so ill I spent a year and a 1/2 in bed and now the heart condition please help thank you

Please be advised that i purchased a sears lawn tractor during the early summer of 2013. The lawn tractor is the epitome of inferior craftsmanship. Since i have owned the tractor i have experienced the following problems; the cutting deck would not go up or down, the tractor would not go in forward or reverse, the muffler has fallen off, and most recently as of two weeks ago the cutting pulley has broken and i have not been able to cut my grass which is extremely high as i yet await the friday july 31 arrival of your technician. I; however am fortunate that i purchased a maintenance agreement because had i not i would have money in repairs commensurate with the cost of a new tractor of certainly another brand. In a word, ridiculous!

bought new French door bottom fridge in 2007
control panel replaced under warranty in 2010 lost food
control panel replaced non warranty in 2012 $337 plus lost food
control panel out again in 2015 estimate to repair $357 plus lost food
door seals replaced 2 times
sears has shown no interest in correcting what is obviously a recurring problem
Chick the associate I spoke to in rancho Cucamonga ca was of no use and Brianna in customer solutions [protected])employee number 410473 could not have been more petulant or sarcastic in telling me that I should have purchased the extended warranty to cover the same repair for the 4th time
Sears is a mess and so is Kenmore .

Sears sales service has gone down the drain. I don't know in which alternate reality it is okay to not even acknowledge a potential customer, especially when said customer has been waiting for OVER 15 minutes. While the sole salesperson who was apparently able to answer questions about microwaves was attending a bleached-only-in-her-dreams-was-she-ever-pretty-enough-to-be-a-cheerleader type who was absolutely clueless, he could have just said "I'll be with you as soon as I'm finished with this customer. Instead, I was left wondering "Will anyone notice that I've been standing here looking very interested in home appliances?"
If Sears salespeople will treat me like this when I want to make a purchase, I shudder to think how they would treat me for any other issue. Sorry - I'll go to another store that has staff who want to make a sale. Loews, Home Depot, PC Richards & Son - they should be sending thank you cards to Sears. I prefer to deal with professional people rather than the "professionals" at Sears.

Bought a Sears Kenmore Dishwasher Model # Model # 66513449K901 in 2008. in October of 2014 it just stopped working, like it was unplugged or something. Turns out the Control Panel fried itself...so we had it replaced to the tune of $400...that's almost what we paid for the dishwasher itself...then in November it burned out again right away...so a Sears Technician came out and said it was a common problem with these particular dishwasher and installed a Correction Service Pack. Paid another $125 or so. Now 6 months later...same thing...just stopped working again mid cycle...back to washing dishes by hand...in searching for recalls on this particular model...there were similar models with similar cases but nothing that exactly matched..so I'm sure I have no hope of getting any help with it...I'll have to save and maybe purchase another dishwasher in a few months...and I can guarantee you it won't be a Kenmore !

I signed a contract with Sears Home Services in Oct 2014 to have 2 bathrooms remodeled. This was one of the worst decisions of my life. According to the contract, both bathrooms were to be complete by 12/31/14. I was told verbally that both would be done before Christmas. Work did not begin on the project until December. When the contractors arrived, I stressed the importance of completing both bathrooms before the holidays. The first contractor ripped everything out of the master bath and then did absolutely nothing for at least 3 days. He claimed to be waiting on a plumber, but when the plumber finally came, he said he was just called that same morning. The master bath was under construction for 6 weeks - finally completed on 1/16/15. We had family in town for Christmas and were forced to share one bathroom with 7 people. We had a dumpster in our driveway for 5 weeks. During the 6 weeks that it took to complete the 1st bathroom, I had to deal with contractors and prompt the Sears project manager many times to get things done. Part of the sales pitch for the project was that I wouldn't have to deal with any of that. The 1st contractor knocked demolition debris into our plumbing for the toilet and it took a few days to get someone out to clean that and reinstall the toilet. The linen cabinet that was installed was not the size I ordered - it was so large it looked ridiculous in the room. I had to ask them to take it out and just run countertop all the way across because I didn't want to wait several weeks for the correct size. Other items I had to follow up on repeatedly: walls were not prepped for painting as promised, the shower door took several weeks (it was reordered twice), the contractors stained my carpet in the master bedroom. After going through all of this, I cancelled the 2nd bathroom. Sears tried to make me pay for the materials for the 2nd bathroom, which I didn't receive, but I finally convinced them not to charge me for those. After going through all of this, I felt it would be fair to receive a discount on the original price for the master bathroom. Sears management in the local office were completely uninterested in helping me and actually just rude at times. I have attempted to resolve this through higher levels of the company, but just keep getting the run-around. It seems that there is not one single person in the company who cares about customer service.

I ordered a refrigerator from Sears.com. I got an error message, so ordered again, another error, then it said my card was maxed out so I used a different card. I called them that very minute to tell them about the errors and over charge, they said they would fix it. I ordered a stove two months later from Sears.com. Charged to my dads sears card to get 5% off. On the day of delivery it did not come so I called sears who claimed the order had been canceled and that THEY would reorder it. Stove came and a week after that a second stove appeared. We called and explained the problem, sears took back stove, a third stove was shipped also for unknown reason and it was turned back as well. FF a few months and we have late charges for two fridges and two stoves we never received or ordered! NEVER EVER ORDER from SEARS.com. They reported my father for bad credit, he had excellent credit, and now he lost a home loan! I am encouraging them to sue sears. We have talked to them over and over, at least 20 times with no fixes even though each time they promise it is corrected! BOYCOTT SEARS!

I made a fairly large order from Sears with two electric gift cards. Upon seeing a mistake on the order I canceled the order. So I come to find out that they would not refund the funds back on the original gift cards. They said they have to send a physical gift card to me and that it would take 7-10 days.
What kind of company does this? I have never seen a modern company not refund the amount back to the gift card immediately. There is no reason they cant refund the amount or at the very least issue a new e-card. So, now I'm out that money for two weeks and I can't finish my purchase with sears. I will now have to place an order elsewhere as I need those products before 2 weeks.
This is not how you treat people who want to spend money with your company. When I receive my cards, I will sell them and never purchase anything at Sears again.

I am done with sears... They stink, and deserve to go out of business.
I bought a high end kenmore refrigerator (manufactured for sears by lg,) just under 4 years ago, and the compressor failed.in the past, the sealed system carried a 5 year warranty, which they no longer do.
The 1st answer I got from a supervisor at sears customer service was "well, you should have bought the service plan" - reall?!?
I just got off the phone with an even more senior person (A woman that was actually located in the u. S., that confirmed that sears will not stand behind this product and also said the following: sears doesn't set the warranty terms, their suppliers do - bs - the warranty on the lg branded model of the same machine is 5 or possibly 10 years for the sealed system. She also said that, now get this, that america put sears in this situation, because everyone wants something for nothing, and that's why sears is in financial trouble now.
Guess what? Screw sears, I will never buy anything from them or k-mart again, and will do my absolute best to blow them up on the internet.
They were always know as a company that marketed quality goods at fair (Fair, not cheap) prices and stood behind those products, especially the ones that carried their brand, such as kenmore and craftsman (Which the senior rep also told me was a thing of the past); their reputation meant something to them. Now, not so much, I guess.
I wonder how much their executives are compensated and whether the name sears will be relevant in the near future.
I'm done... And urge everyone else to be done with sears, too.

My Sears lawn mower, only 2 months out of warranty, would not start. I took it to our local Sears repair office. The unit was sent to a central repair office in Sacramento, CA. An estimate of charge to repair this nearly new machine was $310.34!--this is more than the cost of a new machine. A new filter supposedly was needed ( mine was pristine); the cylinder was scored due to a faulty Brigs and Stratton engine (why was this not recalled); the carburetor was shot (after a handful of uses?). A number of phone calls were made to the complaint service offices of Sears holding company and a 25% discount on a new machine was offered--big deal!. The machine was store for the winter and my father did some serious internet research on how to repair the mower. He was able to easily clean the carburetor and replace two gaskets for a total of $12. The machine runs perfectly. Never deal with Sears--total crooked service.

Sears has no customer service. Like many before me, each time appliance needs service, it takes 7-10 days for Sears to show up late for the appointment they scheduled me! Two weeks ago I waited 7 days to have my dryer repaired (broken belt) and the service repairman was a hour late. Now, within a two week period my dryer isn't tumbling again. Repeat of same 7 day wait. I was given an 8 am to 12 pm appointment by the telephone representative, but when the email confirmation came for my appointment, it said 1pm to 5pm. I immediately called the number provided and explained the company gave me the wrong appointment time frame and needed my original time frame due to prior commitments. It's been two days of calling the 18004myhome number, customer relations at their corporate office and still no help or change in the appointment. The customer relations person was of no help other than to tell me they couldn't change or cancel someone else's appointment to correct their error! Hello, as I told the man I spoke to, that is exactly what you did to me! Any logical, educated person could clearly see that is what they did to me! Sears has no hesitation to take consumers hard earned dollars, but cannot get their heads out of the sand to uphold its end of the contracts to repair appliances. I will be contacting Sears CEO and whom ever else I need to make a difference. They have messed with the wrong consumer on more than one occassion. Additionally, I will never buy from Sears again!

We have a Maintenance Agreement for our Front Load Washing Machine. We have seen a Repair Technician 3 times in over 30 days. Different parts ordered but the correct part never seems to show up.
It takes 10 days on each occurrence for us to get an appointment scheduled.
According to the "Contract" they will only give us a replacement IF we have 4 Repairs scheduled within a 12 month Window.. HOWEVER... we Just found out that they can come out every day for a year, and if it's for the SAME PROBLEM that DOES NOT constitute 4 Attempts or even repairs.. it HAS TO BE SEPARATE and DIFFERENT complaints.
Our washer has some age to it and the door latch an the additional parts needed so far do not seem to exist.
I am TIRED of going to the Laundry mat and shoving quarters into the machines.
It seems that IF you can't get correct parts AND you are covered under an agreement... just like a car needing work done under warranty allows you the ability to have a loaner... Sears should provide loaner equipment for customers in situations like ours.
My Husband just had Heart surgery and he can not help me dragging laundry in and out of the house.
Maybe Sears is trying to run it's customers off.. I know one thing I am getting ready to purchase new appliances for the kitchen... and unless Sears decides to take care of us QUICKLY NO MORE items will EVER come from Sears.
And to think I USED to work in their Service Department and took care of customers resolving issues like ours.. but I NEVER handled a call from a customer who had been over a month with no satisfactory repair... NOR did we EVER take more than 3 days to arrange an appointment for a customer.

I unfortunately had to go out on disability after 25 years of service.once I hit age 55 I called to check out my pension.I wasn't quite sure what to do.
The sears pension specialist told me that if anything happened to Sears and they went belly up that if anything happens to Sears and they went bankrupt mind you this was in 2000 and 11 when everything went crazy that my pension would only be worth $5000.that was not true.but I did not know that at the time.she told me if I took the annuity at $250 a month that my pension would be guaranteed.I did not want to take the annuity but I was scared at that time.if I was told the truth that my pension would be guaranteed I would have never taken the annuity.about 6 months later I was talking to you with fellow Sears person and they told me that was not true.so I called and the other employee on the other end of the phone told me that. Sears person was right that that was not true.but it was too late because I already signed the annuity.I feel I was lied to and I would like the option for a lump sum.I wrote to them and said I would be happy with 50 percent in a lump sum and the other 50% in an annuity na as much told me too bad.I really don't think this was fair $250 a month is not going to help me.even if I couldn't get the lump sum now I would wait until I was 62.is there anyone out there that can help me

I had a problem with the micro wave oven they were there 5 times replace part and removal of the said parts. Then they wanted to sell me a new display board I said fine and they said that there is no warrantee and I will have to eat it if it does not work. Also the last attempt to repair it they broke the lower oven also. The tech is very rude and has no idea what he is doing. I will never used sear again and never buy anything from them. I was loyal with sear for over 25 years. I file a complaint and call next day all the info I gave was deleted. Wow sear what happen to you. You become a rip off and liar. So far they charge me $635.00 and never fix the problem. And they took off every single part they put on. Shame on you. I make sure I tell everyone how bad of a co. sear is. Bye and good luck.

I have a Kenmore Elite Trio refrigerator - purchased on 10/18/2006. Have never had to change the light bulbs in the unit. Had one of the bulbs go out, so I got out the owners manual to find out how to change. Followed the directions and still couldn't get the lamp cover off - it finally broke loose - literally broke. Just to find out the entire top of the refrigerator under the lamp assembly is melted and all the plastic is melted. Went online to see about getting new parts and the guy (who spoke VERY broken English) told me I had to have a service technician come out to replace the parts - a $95 service call and if they had to do any other repairs I had to pay for those too. He then said I could contact the recall department and see if it had a recall to be covered under. Called the recall department and again spoke to a guy who I couldn't understand and was told no recall - I needed to be transferred to the service department. Was transferred, to another guy who didn't speak English - asked to be transferred to the United States and someone who I could understand. He told me he didn't know if that was possible but would check. Put me on hold, which I've been on hold now for over 20 minutes (with less than pleasing music, I might add). Was just transferred to a supervisor (who didn't speak English, like I requested), was told he didn't have anything to do with my issue and that there was nothing he could do. He told me I could email the corporate office or send a letter but he couldn't help me further.
The only appliances I've ever purchased have been Kenmore or purchased at Sears (3 washing machines, 2 dryers, 4 refrigerators, several lawn mowers, weed eaters, TV's, DVD players, VCR's, clothes - you get the picture - I've been a VERY loyal customer). My patience has been tried with this mess - when seeing the melted plastic and the burn marks on the top of my refrigerator - I refuse to put a light bulb back in my refrigerator for fear that it could catch fire.
I'm so upset at this point - I am in the process of composing a letter and email to the corporate office - hopefully they speak English and can get the issue resolved!

We have a Kenmore Self-Cleaning Oven Range with a smooth top. About 6 weeks ago I was making bread and after 15 minutes my husband and I smelled something burning. Well, I opened the oven door (which I had to use pot holders to open because the handle was so hot) and smoke billowed out I've the oven. Once we opened windows and turned off the smoke detectors, we saw my loaves of bread were burnt black but was raw on the inside. The oven was extremely hot and suddenly threw an F10 error code. We turned the oven off and for safety turned the breaker off for 30 minutes.
After about 2 hours we tried to turn the oven on again to 325 degrees hoping it was a flook, but it quickly heated to well above the temperature for broiling and at 600 degrees by our external thermometer, we switched it off and have not been able to use it since! We searched and found many recalls for other model numbers with the same problem and a potential for a fire. Our model # is it in the recall list, but it has the exact same problems as the other listed models. It seems Kenmore & Frigidaire have a faulty design that endangers the consumers and their families.
Model Number: 790.[protected]
Serial Number: VF00263283
What we would like is a new oven (of equal value) because we don't trust this model or any "repairs" that Sears might make. I'm hoping that there are other people out there with the exact same range and the same problem so we can get together an demand a quality product and a replacement for something that is a danger to our families and homes!