Sears
reviews and complaints

hi i am sending this message to let you know i am not satified with a mattress i recieved in aug. 2008. iT broke down on the sides so sears send a guy out to check it. he said it was completely ruined. it had a 10 year warranty on it. phoned customer service to see what sears would do. they said i could order a new mattress but the one i had purchased was no more so to order another one which i could not find, in the same price. the lady did find one and ordered it. when it came it was a piece of crap so phoned again. they told me to find another one and send this one back after some serious talking. so now i found one but it will cost me the difference which was 81.47 which i paid. the costumer service said i can not change again. Guess what the mattress i recieved is another piece of crap so now i am stuck with a mattress that is no good. i guess now i will go and buy another one someplace else it is so sad as sears used to be good on the returns and guarntees.

Hi I am writing to tell you how unsatisfied I am with your portrait studio, I picked up my pictures yesturday only to find I spent $150.00 on pictures with the workers hair in them, they told me it was my fault I picked them that way, who in their right mind would pick a 10 by 13 wall picture with someones hair in it? But they refused to discount or refund my money. I am very unsatisfied with the service and will not be returning! And I will NOT be telling people to go their! I wish I could have had a better experience I have never been treated so poorly in my entire life!

To whom it may concern.
March 11th, 2008

On February 27th, i had sent an email to you
customer service for a formal complaint.

details, on feb 25th, 2008 , i went to your service
center in St Laurent, QC on Cavendish blvd.
to get my Jig Saw repair. For ur information , i had
received this tool as a gift from my wife on November
2004. with a 2 years warranty.
Now, tool was still working, but the blade was not
moving anymore. The answer i recv from the
person at the counterwas as follow.

we do not repair these tools, because the parts are to
expensive. Best thing to do, is in the garbage and by
an other one. I was very unsatisfyed with the
answer from the gentleman. I did not want free repair,
all i want was to get it fix.

Now, 1 week later, after giving my phone number,
my address and postal code to your customer service,
and email to Robyn in beleive this is the good way
of spelling, i was adv that my warranty was over
and there was nothing that Sears could do.

Now, i have many more tools from Craftman and
in fact they are very good tools and i am very happy
with these tools.But, my concern is, if i have
problem with the other one, i should put them in
the garbage and maybe buy something else
somewhere at a cheaper price.

For ur information , i am a regular customer
from sears since 1985 ,plus my wife and my son.
We have bought different items at Sears
Fridge, dvd and alsoa brand new TV not to long
ago.
sears use to fix these tools before, because i brought
some for repairs and even a VCR.

Could you please adv if something could be done
in regards to this problem that i have.

tk's very much for your time

looking forward to hear from you.

Donald Lemay
597 7 th avenue
Lachine,QC
Canada H8S 2Z7

feel free to verify my profile

After several decades of wonderful services with Sears, I am sad to say they have sunk low recently. This is what Sears always did best, SERVICE, in all caps. I have purchased Master Protection Agreements for all of the appliances in my houses, all purchased at Sears in past decades. Wow, what a terrible experience I am going through just now. My almost 20 year old over the range microwave has failed. It is the computer in the machine that failed and is no longer manufactured. So far, I have been 3 weeks into this with no end in sight. The third party repair contractor has clearly stated that this part is not available to him. My MPA should have kicked in and I should have a voucher in my hand which I would normally take to Sears and spend more than the voucher amount for a new OTR microwave. However, the rules seemed to have changed behind the scenes, Sears is trying to locate the part that is no longer manufactured. They are probably trying to refurbish a piece of junk to put in my kitchen. They are refusing to consider my claim until they find the part. Meanwhile, there's smoke and grease in my kitchen with the potential to start a grease fire and they do not care as long as they do not have to put out the funds for the voucher. WOW! Whoever thought Sears would come to this. DO NOT BUY SEARS! It is no longer the same company.

I purchased a Kenmore Elite refrigerator with the bottom freezer. I have had nothing but trouble with this refrigerator. It has been once a year since I purchased this that it needed repair. First repair was the circuit board. Second repair was another part( don't remember what the tech called it). Third repair was the compressor. Now this time after being gone for 5 days on the 4th of July Holiday and coming home to this big mess of a total melt down of everything in the refrigerator I called and have to wait 3 weeks for someone to come out again. When he does finally come out he really didn't know what was wrong with it. He hymned and hawed and just told me he was going to blow out the line for the compressor and see if that fixes it. After 2 1/2 hours at my house he tells me to put a bowl of water in the freezer and wait 24 hours and if its still not froze I need to call back. Well guess what the bowl was still water, so I had to call back. They tell me it will be another 2 week before someone can come out. I said the guy was just out here yesterday and it took 3 weeks for him to come. I told her I can't wait another 2 weeks for someone to come out. She told me she could put me on a emergency wait list and if someone cancels they will call me. Well I'm still waiting for a repairman to call me, by that time it will be July 28 2019 when my scheduled date is. I paid for the 5 year master protection plan and for every repair I had to wait a month for my refrigerator to be repaired. I am just so discussed with this whole process. I will never buy another appliance from Sears again! I don't think the warranties are worth a darn either, with all the time I had to waste waiting on hold to get someone to come repair the refrigerator, waiting for a repairman, taking off of work, I think it would be better to just call a regular repair service and pay for the repairs myself. I just wish I could get my refrigerator fixed and I also wish they would stop with all this energy efficient crap and make a refrigerator that last longer then a year.
Signed,
Discussed

THE WORST "PROTECTION PLAN" EVER! Our Whirlpool washer & dryer are only 3 years old. It's been 3 weeks now that we've been unable to use them now. They were supposed to come out to fix them this morning but the repair person never called or showed up. I was told there was no repair person in the area after being on hold for 20 minutes. They're supposed to fix it the first time it says in the contract but they've come out 3 times and it still isn't fixed. They've wasted our time and now we will have to go to the laundromat again this weekend!

On Wednesday (12/19/2018) a technician came to my home to repair my dishwasher (so I thought) after waiting two weeks for the part . I used my dishwasher Thursday night. I was emptying my dishwasher when I notice the bottom spray nozzle had pop out and a piece of rubber had came out as will. I call four different departments (some nice some not) and the earliest a technician could come out is 12/28. Now is looks like my dishwasher will not get repair until sometime in January 2019. So much for having a Sears Service Protection Agreement.

sb

I can from this posting board, that my Dad is not the only one to have problems with the poor service Sears provides under the Master Agreement Plan. My parents purchased a Kenmore side by side refrigerator 3 years ago. Dad has renewed it every year.

Each service order takes 10 - 14 days before a technician can come check. Then it takes another 10 - 14 days before there is a part. Before you know it you are without a refrigerator for a month.

Dad just had 5th repair this year. When technician came for 4th visit, he said he was going to report it as non-repairable. But he reported he charged it. That was on October 5th. When no replacement was ordered, we called back in and were told the only solution was to have another repair order. But had to wait until October 18th.

In mean time I wrote letter to Eddie Lampert CEO of Sears on 10/9/18 to express my frustration and disappointment with Sear's service. When I called the Service Department in the Philippines (which was very hard to understand and very loud background). When I escalated and asked for a supervisor, I had to wait nearly an hour. When she couldn't make the situation right, she transferred me to a Christina who refused to help. Insisting she must talk to my Dad even though my Dad called the week prior giving both my husband and myself permission to handle this for him. Being an 88 year old he lost his patience with dealing this a long time ago.

I received call from Ameesia Kenebrew on 10/17/18. She assured me she would make this right and would follow up with me first thing Friday morning.

The technician showed up later in the day on 10/18/18. I talked to him and told him he needed to report the refrigerator as un-repairable. But he didn't know how. He said this was 2nd repair order that the previous technician had said it was un-repairable but wrote it up as he charged the refrigerator. He did manage to get it running. The question is for how long and how long will my Dad be without a refrigerator the next time. They limit food loss and this is 2nd time Dad lost more than they reimburse. Plus they don't reimburse for condiments. How many of you want to eat mayo or salad dressing if it is not refrigerated?

Friday morning came and went with no call from Ameesia Kenebrew. Afternoon came and went and no call. So finally at 4pm, I called her. She stated that since technician got it working there was nothing else to be done. I inquired about replacing due to No Lemon language in MPA. But she refused. I asked to speak to her Supervisor since she can't do her job, maybe her Supervisor can. She said she would put me in the queue for Supervisor callback. That takes another 48 - 72 hours.

Sears service use to be top notch. Today it is atrocious. No wonder they are now filing bankruptcy. I am sure this complaint will fall on deaf ears and Dad will have to continue to live with this lemon.

Next time it breaks Dad may just put it to the curb and paint a big yellow lemon on it.

Problem started on 8/11/18. Took Sears Tech Chris until Aug 30th before he could come out. Originally I was told 9/4/18! He "GUESSED" that the problem with the frig. might be the PCB (power control board). Ordered the part. He said to call as soon as it arrives to schedule repair date. I received it in 3 days. I called Sears scheduling department and was told I would have to wait until Oct 16th...……. NO NO NO!

On 9/5/18 I called the scheduling department and told them that is not acceptable. They in turn forwarded me to Shirley, in the Sears Protection Agreement Benefits Administration Ofc., whom stated that she was the "Case Mgr." I discussed in length the issues I have been faced with since 8/11/18 when my 3yr.old, $2000 refrigerator, with a $579 Master Protection agreement, stopped cooling properly. She in turn reached out to the scheduling department, and got them to change my scheduled appt. from Oct 16, 18 till the very next day, 9/6/18. This time a second Sears Tech, Bruce, was sent out. He was not a very pleasant person. UNSYMPATHETIC, ARGUMENTIVE, BOARDER LINE RUDE!. I was in the process of trying to explain everything that went down with the frig. and what the previous Tech Chris said, and he kept interjecting during my conversation making me feel as if he was giving me the 3rd degree and trying to see if he could trip me up or something with my words. I finally had had enough of his demeanor and let him have it.

Bruce said it is NOT the PCB. Took back wall in top of frig. apart and said it's the Duct Assembly Multi (Damper door) that is broken. Ordered the part. Should take 3 days. The rescheduling would be the issue as to when he could get back here. I told him that is not OK. He in turn called, ?, and then said he'd be back here on Thurs. 9/13/18. He did not even leave me a Sears Home Services ticket indicating his Tech# or Service Order# along with his Tech Comments on it! The 1st tech sent out, Chris, did leave me one.

Today, Sat. 9/8/18, I received a msg left on my answering machine stating to call the scheduling dept. at [protected] to reschedule. Spoke with Bethany. Said service call wouldn't be until 10/2/18. I told her NO! The tech, Bruce, said he'd be back on Thurs 9/13/18. She said they must have had to reschedule. I asked for the Supervisor. She in turn transferred me to Von, ID# 102855, whom identified herself as one of the Supervisors in the scheduling department. She said she'd try to reach out to the (tech ?) scheduling dept. to see if anything could be done. I asked to speak with the Case Mgr., Shirley, in the Sears Protection Agreement Benefits Admin. Ofc. She said there is no Case Mgr. in their building. Didn't know where Shirley was located at! However, she did see in the computer system where (Shirley) I was issued two checks (which were indicated to me by Shirley that I would be receiving, for food lost and towards purchasing a mini frig. I guess they don't have any signatures associated with such things, or addresses associated with the authorizations of such things...go figure). I asked for the top person over scheduling department. I spoke with Shantee, whom Identified herself as an Agent. She said they don't have any control over the scheduling of technicians. I would have to talk with the scheduling dept. I told her I just did, which is why I requested them to forward me to the Case Mgr. of the Sears Protection Agreement Benefits Admin. Ofc, Shirley, which they obviously couldn't, so they transferred me to YOU!

This has been a very disappointing, exhausting, sickening experience! I have not slept well in over a week now due to all the stress and havoc this has created for me. THIS IS NO WAY TO TREAT YOUR CUSTOMER. The shame of it all is that I used to SWEAR by Sears appliances. The technicians that used to come out to service their customers went above and beyond to please you. And were very professional and courteous. NOT ANY MORE!. Which leads me to believe that I WILL NEVER purchase another appliance, nor anything else from SEARS in the future. I have far too many other things going on in my life to have an absolutely horrendous experience like this has been affecting my well being. Just so sad. You might think about this real hard Sears. Given the situation you are in already in today's market.
PS. By the way, since I have began typing this, I now have received another email from the scheduling dept. that NOW indicates my repair date has been PUSHED BACK by another day. Instead of Oct 2 between 8am-12pm it's now Oct 3 10am-2pm ! ARE YOU KIDDING ME.

We LOVE our Sears Master Protection Agreement. They have come out, on time and fixed the problem every time. I just re-upped for another two years.

This is an email that I sent yesterday. I hope it got to somebody at Sears headquarters that can help me. My guess is that the email address I was given is a dead end email that they hand out when they don't want to deal with customers. When I was on the phone with the department manager yesterday (Robert ID#474890) he told me he didn't have a supervisor. RIIIIGHT. He told me my only recourse was to send an email. So I did, and this is what I sent.

"This issue starts 4 months ago when I purchased an LG oven at a locally owned SEARS store in Steamboat Springs, CO. Bear with me as this is quite a long history.

As told to me by the sales associate at the time of our initial purchase in December, this particular oven unit was purchased by a customer and when the SEARS associates arrived to install it, they found that it was not the right size. This unit was then returned to the sales floor of the locally owned SEARS store in Steamboat Springs, CO. The locally owned SEARS store in Steamboat Springs, CO does not carry inventory. What they have are a few select units for display at their showroom. Because they don't carry inventory, they reduced the price of the returned oven in order to sell it quickly. We purchased the oven a few months after the initial buyer and we were told that it was brand new, never used, and returned only because it was the wrong size. But the item sold to us was damaged. After unwrapping the unit, we saw the smashed top panel, the cord that was pulled apart and exposing the wires, the dented and scratched lower door, the upper door that was scratched and had sprung hinges. We immediately called the locally owned SEARS store and talked to the manager about the damage. He told us that we bought the unit AS IS and that he would not do anything to repair it. I disagreed and insisted upon it being fixed. (If it was an AS IS unit, he would not have been able to sell me the 5 year Master Protection Agreement on the oven.) He threatened to take the unit from us so we filed a formal complaint against him and the store. We were told to contact SEARS regarding the Protection Agreement and start the repair process through them. We did this at the end of December. The first repair man showed up in early January to diagnose the problem and order the parts. After 2 months we had not heard back from him nor SEARS regarding the status of the repairs. We were told to file a formal complaint against the repairman so we did. That removed him from the repair ticket but we were back at the beginning with an oven that still hadn't been repaired. At this time, we looked through the paperwork that came with the oven. There was a large plastic bag with the following contents: an envelope containing the wiring diagrams for the oven, a square of cardboard cut out of the original delivery box which included the original buyers name and phone number, an LG warranty registration card, a pamphlet showcasing the sears protection program with a pocket in the back containing the terms and conditions, a green laminated "Wall Oven Quick Tips" sheet, the LG owner's manual, the LG installation manual, and two receipts from October 2018 showing parts and repair requested for this unit with the words" UNIT IS SMASHED" and "ORDERED PARTS NEEDED TO CORRECT HIDDEN DAMAGE ON UNIT" on them. The damage listed was not disclosed to us during the sales process, yet the owner of the SEARS store absolutely knew about it. (Pictures of the receipts are attached below.) The second repair man showed up at the end of March and diagnosed the problem and went to order the parts, only to find out that the hinges and the mother board for the unit were unavailable. He updated the system with this information and told us to call SEARS to start the paperwork for getting a replacement. Today I received an email with an authorization amount that is not enough to replace the oven that we purchased. You offered $1979.93. We paid $1979.93 plus $158 in tax for our unit (a total of $2137.93) In order to replace this unit through SEARS it would cost $2519 plus $211.60 tax (a total of $2730.60). The difference between what you are offering me and what it would cost to actually replace it is $750.67. That is not a replacement. A replacement is me having the same oven, in my house, at no cost to me. Anything less is not a replacement.

From the beginning, SEARS has been hard to work with. I have made multiple calls each week to inquire about the status of the repairs, to get an update, to file a complaint, and each time I have been on hold or on the phone for 45 minutes to 1 hour. It has been over 4 months and this issue is still not resolved. Just last Friday, April 13, 2018 when I called to move forward with a replacement, the customer service representative I talked to did not process my information. They left it undone and the agent I talked to on the phone Tuesday the 17th had to process everything for me. This was not the first time that the agent on the phone did not process the information they needed to. It was a chronic issue, not something I encountered once.

We were sold a damaged unit, fraudulently labeled as new. I believe the fraud continues with the offer of a replacement at a value far below the actual cost. Today I spoke with Richard (sales ID# 474890) and I was told that he was the department manager and not allowed to override the authorized amount. I asked to speak to his supervisor or someone authorized to override the amount. He said he had no boss and nobody I could appeal to. I insisted on getting a name or phone number of his supervisor so he gave me this email address. I am disappointed by this continuing interaction with SEARS Protection and I ask you to make this right."

I have the same story as many of you on here. The MPA is an absolute JOKE. The customer service reps are a JOKE. I have a log of every phone call I've made to Sears over the past 4 months, the length of the calls, and who I spoke with. Each call lasts 45-60 minutes because I'm initially on hold for 30 minutes, plus each new rep I talk to has to put me on hold for a minute to review the notes on my account. Then they have to find a supervisor to figure out how they can help me, then they promise me the world only to not deliver. So many times I've called and had the rep I'm talking to not write anything down in their notes, or not pass the information along like they're supposed to, or they don't enter the right codes into the computer so my call was pointless and nothing gets moved along. And now we are still stuck with an oven that needs repairs that we can't get repaired, a "replacement" offer that is only 2/3 of what we need to actually replace the oven, and an MPA that isn't worth the money it was printed on. Shame on you SEARS.

I recently renewed my MPA and at the same time scheduled my annual service for a washer, dryer and freezer. Imagine my surprise when a tech driving a "DISH" tv logo on it showed up to service my freezer. My window was 8-12 and he showed up at 11:45 and said he knew nothing about the washer or dryer. He said that Dish has a repair contract with Sears.

At 1:45 I called Sears to see where the second guy was...they said they had no record that I'd even made the appt yet I had 9 emails advising me of the service on each item. Three the day I made the appt. Three the morning of the appt. reminding me of the time and three more with the same info 2 hrs. later. I was told they could cancel the washer/dryer and I could re-schedule, but couldn't answer why, if they had no information about my appt. they could "cancel" it. I was told that they had just cancelled it and if and when I decided I wanted to renew my request, I could call back.

Finally around 3:35 the same guy who had serviced the freezer showed up again. Advised there was a technical issue between Dish and Sears and that the information for him to do all three items didn't appear until just before he showed up the second time. He was there to service the washer and dryer - and he did.

Confused? Yes I was - that's why I don't have DISH TV...is a Sears tech going to come and service my satellite dish? A year ago when I called for the annual service I got an independent contractor who advised he was working for Sears.

To top it off, I just got my MPA in the mail and they shorted me 30+ days on the renewal. My current one expires March 25 - the one I just purchased expires Feb 26, the date I purchased it. Not worth the hassle to find out who to contact to get it corrected.

Would not recommend the Protection Service Agreement for anyone. We have had the same difficulty as others here with a major appliance (double oven) down for weeks to up to two months. Incompetent service technicians, and no shows, rescheduled appointments and no one willing to do anything about complaints. Overseas call center that does not speak or understand fluent English and is totally out of touch with what is actually going on with the service centers. With the no lemon guarantee and the long wait for repairs you could be out of a major appliance for months before anything is done. It is simply not worth it. It is not the fault of the customers that Sears cannot hire enough competent repair technicians to service their customers. If they can't provide the service then they should not sell the plans. The supervisor assured me our problems are rare and isolated but the internet is full of complaining customers. No wonder Sears is having to close all of their stores. I came from a long line of family that were loyal Sears customers but now I don't know anyone who has not lost confidence in this company.

It looks like the people at Sears are even more stupid for not installing the stove properly like they were supposed to. It wasn't the husbands job to inspect anything. When you purchase something, you should be able to trust the company you purchased it from.

It look like your husband is a very stupid person for not inspecting the stove while the delivery people was there.

We purchased replacement windows from sears with a "lifetime"warranty. The windows cost $5700. At the time of the sale we were told that if a window failed, or got broken, they would ship a new window at NO COST. I would be required to pay for instillation unless it was a removable section. The seal failed in a removable section causing the inside of the double pane to cloud over. I called Sears--I was told it'd be $100 to come out and check the window and that I would have to pick up the replacement window AT THE FACTORY, whatever state that may be in--or country. Needless to say, our new siding wasn't from Sears, nor the front door and attic insulation. Sears will not honor warranties--period! Useless to talk to them

SEARS KENMORE ELITE REFRIGERATOR (MADE BY LG) COMPRESSOR DIED ON 7/14/2021. SEARS EXTENDED WARRANTY PERSONNEL SAID ITS PROBABLY THE COMPRESSOR. THEY OFFERED TO SET UP AN EMERGENCY REPAIR VISIT FOR 7/28/2021. THIS VISIT WILL BE ONLY TO DETERMINE IF THE COMPRESSOR IS BAD. THEY, THEY WOULD ORDER THE PARTS AND WHEN THE PARTS ARRIVE AT MY HOME IN ABOUT 1 WEEK OR LONGER, I WAS TO CALL FOR ANOTHER REPAIR APPOINTMENT. THE CURRENT WAIT FOR AN APPLOINTMENT WAS ABOUT 2 TO 3 WEEKS. HERE IS MY COMPLAINT. THIS IS A REFRIGERATOR AND THE FOOD GOES BAD IN A DAY IF THE REFRIGERATOR DOES NOT WORK. TO WAIT OVER A MONTH TO GET THE REFRIGERATOR FIXED WAS OUTRAGEOUS. I CALLED A LOCAL REFRIGERATOR REPAIR SHOP AND THE REFRIGERATOR COMPRESSOR WAS REPLACED IN 3 DAYS AT A COST OF $600. SEARS OWES ME $600 FOR THE REPAIR BECAUSE THEY DID NOT OFFER TO REPAIR THE REFRIGERATOR IN A REASONABLE AMOUNT OF TIME.

Sears outlet sold me a washer that was rusted out! I bought my maytag washer in may 2020 and the damn thing went out (stopped working) in july. a repair tech has been out. i've been talking to customer service and still no resolve. this is horrible. i'm ready to drop the washer off in front of the place. i've been promised a callback and all they do is transfer me around to different departments. the repair tech says he ordered 3 parts. 2 I received and the other on back order. I asked how much longer will it be before I receive it and the csr team says they don't know. go figure! I hate that I purchased from sears

JoAnn D Samuels has not received refrigerator repair and the name Patti Larimore should be Howie Samuels.

Sears has not lived up to their refrigerator service agreement with my 89 year old mother, JoAnn D Samuels. My mother signed a $1, 999 2 year service agreement 8/1/2020 and can not get repair of her refrigerator for over two weeks now. Do I have to file a suit against Sears for no contract violation? Respond with service at [protected].

My Oven is a GE Model JKP20B0F2BB, Single Self Cleaning Wall Oven. In June, 2020 a Sears technician ordered part, GE WB08T10002 Oven Light Housing Assembly the second week of June 2020. I have since been informed that the part is not available by any of Sears suppliers. I have called and waited in excess of 1.5 hours or more to speak with a person only to be given another telephone number to call regarding my oven. I last spoke with a person last Monday (July 13, 2020). The person I spoke with advised that because of all the steps taken, I may qualify for a replacement of my oven (Under warranty). The person said that I would receive a call within 3-5 business days from her manager regarding what action(s) is being taken to resolve my oven problem. It has now been more than 8 business days and no one has called me about my oven. Also, I called this morning (July 20, 2020) at 7:00 am MST and was on the phone again for more than 1.5 hours and no one answered. My oven problems was first report in June 2020 and to no avail, my oven problem still exist. I respectfully ask that Sears resolve my situation ASAP. My contact information is Clarence A. Branch, [protected], Email, cbranch1980@aol.com.

well 5 years ago I buy refrigerator to my daughter 2 month ago stop working I call to my handy man he look and he say this is sear warranty is the compressor they have to change it from this day I have 3 technician coming looking and each one of them cannot solve the problem. well my daughter have 3 kids she have to use refrigerator for her m.l.s shuts
every time you call to sears the give you a deferent date different technician we are seek and tire Kenmore company you repletion now is zero because of sears and dear customer don't buy from sears there warranty are no no no good there technician are "clowns" they are no technician they don't no to do noting

lessen dot buy problem go to anther applicants store
thank you

My mother-in-law is going through an absolute nightmare with Sears right now. She bought a new refrigerator from them about a year or so ago, and paid for an extended warranty on it. It stopped working sometime around the end of June. She called, the first repair appointment was a no-show, so she called again and finally got a repairman out. He looked at the fridge, said there was nothing wrong with it and if there was he couldn't find it, and left. Not sure if he was insane or what, but the fridge and freezer were WARM inside. All her food had to be tossed. She starts calling them again. Takes FOUR days for her to finally reach someone; according to her she'd be put on hold for hours at a time until she gave up. This time they tell her it'll be ten more days before someone can come out. Ten days. At that point, she'll have gone two and a half weeks with no fridge. This is an elderly lady who doesn't drive and can't go to the store every day for ice and perishables. She had a cooler on the kitchen counter and my husband had to go to the store every single morning to buy a bag of ice for her, and something to eat. It was like a tailgate party, but no fun at all. She finally breaks down and buys a little mini fridge so that we aren't having to constantly bring her ice and food. The ten days go by, and...you guessed it, no call, no show again. My husband calls them yet again. This time they assure us that she's 'priority' and they'll have someone out the next day for sure. Guess what? Yep, no show yet again! It's now three weeks and three no-shows for repair calls. I keep trying to convince her just to consider it a lesson learned and call an appliance repair shop to come fix it and forget Sears and the useless warranty. She instead wants us to take her to the local Sears where she bought it and try to return the fridge for a refund. I'm sure they'll send her packing, but it would be nice if they would at least refund the $400 she paid for the useless warranty on it so she could pay to have someone else come fix it. I feel kind of like Sears is ghosting us or something.

I'm dealing with the same thing for a Father Day gift bought online at Sears and trying to return because it was the wrong one. They are giving me the run around, Customer Service Takes Over 45 min's to just hang up on you and say Call back at a later time, they will not pick up Phone. I hate the online Chat but did it and they said they will send a return Label twice now but haven't. I have the Chat Logs and I'm going to call there Head Quarters and Close my account and I'm going to turn them into BBB because of the Customer service is horrible I would suggest you all do the same that haven't. I have been a customer of theres for 30 + yesrs everything appliance in my house and outside my house has been bought through Sears but I don't know what has happened to this company but they have lost a loyal costumer. Deana Metzger.

We’re extremely frustrated with the way Sears Home Services is currently handling our service call for our refrigerator that’s stopped working. We placed our initial service call back in April and we’re still waiting for our refrigerator to be repaired.

Two weeks after initial service call the technician shows up and after 30 minutes, says new parts need to be ordered and he’ll have to come back.

Next appointment is scheduled for another two weeks out.

Parts show up within the week. Same technician from previous visit shows up another week later – and declares the wrong parts were shipped. Reordering for parts and next appointment is scheduled for one week out.

Parts show up within the week and a different technician now shows up for the appointment. Takes about 10 minutes before she tells us the ordered parts are wrong -!

At this point I’m looking around to see if I’m being pranked. “Correct” parts is ordered by this technician and next appointment is scheduled for 10 days out.

Again, parts show up and now we have the original technician back for the appointment. 10 minutes later….. I bet you can guess what happens next!

We’ve just received another shipment of parts and waiting for the technician to show up for our appointment next week.

It’s now the first of June and we’re still without a working refrigerator.

Attempts at escalating to management has been unsuccessful. Speaking with the complaint department proved to be useless.

We’ve been long time customers of Sears, as well as renewing our Sears Home Services agreement several times over.

We will never, never, never purchase anything from Sears again.

I too have been a customer of Sears for over 40 years. My father used to take me to Sears and always told me this is where the best tools, washers and dyers are to be bought. I have always had a Kenmore ever since. On April 19, 2019 was the first time I have had the worst service. I purchased the bundle for washer and dryer maintenance service. They gave me a window of 10am to 2pm. The tech finally showed up at 4pm. He then informed me the only thing he was going to do was vacuum out the lint catcher on my dryer and run a cycle on my washing machine. I should him the website https://repair.searshomeservices.com/maintain_clean?sid=HSRxEm8888203342&utm_source=promo&utm_medium=em&utm_campaign=hsr-mnt&bxid=967174122 and told him he was supposed to clean both appliances. He did take the front off the dyer and vacuum and them pulled it out to vacuum behind the dyer after I told him what he needed to do. He never touched the washer. He ran a cycle on the washer and said it was working fine. I asked him if he was going to clean anything and he stated he was a refrigerator repair tech and this was not his job. Then he wanted to charge me extra because someone put the order in incorrectly. I have all the emails where they had to cancel and reconfirm the appointment. He charged me for cleaning the washer when he did nothing. Pictures attached show the condition he left the washer in when he left.

Same problem with Jim, bought a stove, they sold me a converter kit to adjust to my propane. After 4 repairmen, they said the stove could not be converted to propane. Jim is blaming my gas company for converting it wrong. The liar. I have the name of the repairman who claims he has 2 other stoves like this. I'm thinking of going to small claims court!

SEARS refused to give me an adjustment for a Craftsman cordless polesaw less than two years old that no longer works. I ordered from Sears a new battery and a new charger totaling $86.00, but it still doesn't work. Sears refused to:

1)make some kind of adjustment for the polesaw either an exchange, or partial refund;
2)refund me my money for the new charger and battery even though I had receipts, stating I had ordered the charger and battery on line this month. The store manager says the individual stores cannot refund online merchandise EVEN THOUGH THE ONLINE SITE CLEARLY STATES YOU CAN TAKE ANY ITEM ORDERED ONLINE AND RETURN IT TO ANY SEARS STORE.
I walked out leaving the pole saw, the battery and the charger. I'm a SEARS "preferred" customer since 1974. Today I canceled my credit card. I will never walk into a SEARS store again. I surely miss the integrity of the "old" SEARS stores. Everything they have is made in China and of course because it's "crap" they can no longer stand behind it.

I sent a $400 diamond necklace in for repair. The repair company Sears uses said that they shipped it back, even providing a tracking number. When contacted, UPS stated that the package was never sent out. So far... 5 months later I am still chasing the missing necklace. No one from the store seems to want to get involved except Loss Prevention, whom I know personally. The jewelry manager is not helpful at all.

I too had a bad experience with the repair service at Sears. They are experts at giving you the run around. Have tried for 3 days to get a technician out to repair a water heater. I am currently on the phone with them again. I am so frustrated I am ready to just forget all warranties and pay another professional to come out and fix it. Too bad because we've been long-time shoppers of Sears, willing to pay a bit more for better customer service. Well those days are over. I'll buy my appliances and whatever else somewhere else. I wouldn't buy a pair of panty hose at Sears now.

If the person has a receipt and the warranty for said product is covered under it for a period of time (appliances is usually 2 to 5 years) then the store that they purchased it from is obligated to do something about to repair the product. Citibank/Sears credit services (boy what a joker there), can't even keep or, update their records properly. They are either incompetent, stupid (I won't insult handicap people by saying [censor]ed, the handicap people have more intellengence). I say file a complaint with the FTC & BBB then go to every (and I do mean every) news outlet and social network and nail to the wall. Either way good luck.

1. Everything breaks eventually. Unless the product was still under warranty, or you purchased an additional warranty, you are not going to get it replaced. No other store is likely to replace it for you either.

2.There are problems doing online returns in store. I probably could have done it (I work at Sears), but the vast majority of employees do not know how to process an online return. (The store manager at my store doesn't even know how to run a register.) For some reason, the in store computer system does not recognized the online reciepts, even though it is suppossed to. This is, of course, Sears's fault, not yours.

-The pole saw, the battery, and the charger were likely thrown in the garbage. I'm not sure what you were trying to accomplish by doing that. You probably should have taken them home with you and called the online customer service number.

-Sears Credit Cards are owned by Citibank, not Sears. Canceling your Sears Charge has little or no effect on Sears (but may hurt your credit rating).

-Your chances of finding products that were not made overseas are slim to none. You may be able to find some items on specialty online stores, but if you walk into any department store in the country you will be unable to find many American-made items.

if its not in warranty suck it up and move on your fault here 100%

You are correct. Sears should call it Customer NO Service. I ordered a washing machine on line and was told that it was shipped out, only to call back two days later to find out if it was delivered to the store for pickup, and was told that it was on backorder. How could it have been shipped out two day ago, if it is on backorder. They will tell you what you want to hear just to make a sale. I got terrible customer service from the 1-800 number and in the store. They had no explanation. They never even said they were sorry. No worries, I went next door to Lowes bought the same washing machine at a better price, and took it home with. It seems as if Sears could learn a few things from their neighbor. I also will never shop at a Sears again.

HAHAHAAHAHAHAAHAHA I LOVE THIS ONE OOOO BOY !

SO SEARS WHO HAS THE BEST REFUND POLICY ON EARTH WHO ALLOWS you to drag in your rusted ,broken dented ,non working 1 year old merchandise is not good enough now you want 2 years? well hell why not make everything a buy it once and if it ever dies or has a problem it os forever reefundable ? i mean that way there wont be a single store left on earth? ewhy because no one will be able to sell anything at some point in time everyone will be just shopping to exchange stuff no new sales ever ! hahahaahah

dude get off it stop being a cheap ### buy a new one !
and next time buy a replacement agreement they are for 2 years instead of the regular 1 year store warrenty this is by the way the only time ill ever recommend a warrenty is on power tools ! you can beat the crap out of em and smile when retuning them lol

so now you are going to shop somewere else lol ok well cant wait till u try and return something anywere else its 30 days partneR (: so good luck!

I wish I could have actually talked to someone in Customer Service with Sears about the experience that I've just had, but anytime I asked to talk to a supervisor or customer service, they would not transfer my call. So, I can't even complain to Sears since I can't even get through to someone at Sears to complain to! Quite Infuriating!

It started when I ordered a refrigerator last December (after mine broke). I told the salesman exactly which size refrigerator and which kind of door opening (Right-Hand). The salesman poked around on the computer, gave me a price, I paid for it and we set up a delivery date of January 12 (It was a special order). I got a computer call on January 11, stating my delivery window was from 11-1pm the next day, so I was happy that I would finally have a refrigerator in my house, since I had gone through the holidays with no refrigerator at all. January 12 comes and half way through my delivery window, I
get a call from Sears stating that they don't have my refrigerator. So, I ask, why was I called with a delivery window just the day before? Of course, they have no answer to my question. They said they didn't know where the refrigerator was. Hmmm... Isn't that what inventory is for? I received phone calls every day with a computer message to call Sears. So, of course, I call them back, go through all the information, my phone number, my address, etc... (mind you, you have to do this EVERY time to speak to someone new), I finally get to a representative, telling my story yet again, only to find out, there was no new information. I question why I keep receiving phone calls on a daily basis to which they have no answer. Then, I finally get a call the following week (about Jan 16th) saying they have my refrigerator and I scheduled the date for this second delivery for January 19th. Mind you, I paid extra to have the delivery done on a Saturday to save some of my time. Ironic now isn't it? So, I have already sacrificed one Saturday waiting for that call from Sears to tell me when it is convenient for them to deliver my merchandise. So, here I am again, waiting for another Saturday for this refrigerator to be delivered. January 19th comes and I see the Sears truck pull up to my house. They start to take the packaging off my new refrigerator when the delivery guy tells me we have a problem. The door opens the wrong way. Rest assured, I can use this "loaner refrigerator" until the correct one is ordered and delivered. I spoke to a Sears rep that morning after the delivery guy talked with them. She told me a supervisor would call me to get this straightened out. I wait for a few days. No call from a supervisor. So, I spend another couple of days waiting on hold, explaining my story multiple times, trying to find out what happened to the supervisor that is supposed to call me. I was told that there was no note in my record to have a supervisor call So, at this point I am livid at the fact that I can't get help from anyone and I am lied to about having a supervisor call. In speaking to yet another representative, I am told I will have to wait another 2 weeks since it is a special order. In the meantime, that past weekend, the exact same refrigerator was on sale at Sears for $50 less than what I paid. I asked for compensation for all of the trouble and time Sears had caused me in these past 5 weeks (mind you, I would guess at this point I had wasted at least 8 hours of my time between waiting for deliveries, waiting on the phone, explaining the story over and over again). I was told the only thing that could be done is to give me a $50 gift certificate to Sears. So, I'm thinking that after all the trouble that Sears caused me, I get a gift certificate and have to shop again at Sears? I find it appalling that I received no help and no compensation for my trouble, unless you count all the times I heard "I'm sorry for the inconvenience".

I am so angry at this point, I spend more time, go to the store where I originally purchased the refrigerator and cancel my order. Of course, this took about an hour since I had to explain to the employee, who had to call an 800 number, then I had to talk to the 800 number until I thought we had everything straight. So, Sears was to come to my house and pick up the "loaner fridge" on January 26th and give me a full refund. Another saturday that I get to wait around for the Sears delivery crew to come by and pick up the loaner. If only the refund included all the hours I wasted of my time on multiple saturdays as well as on the phone.

So, now all I need is to have my money refunded. I wait 10 days and don't see any refund of any kind. I call the 800 number... again, they tell me to call the store I purchased it from. I call the store, they tell me to call the 800 number. I finally convince the store that I am not calling back and forth. They start investigating the problem. Finally, I have a name and a phone number of someone I can talk to about whats going on. They then tell me that there is no record of the "loaner refrigerator" in their system. I think to myself "Of course there isn't". How many things can go wrong with this one item? After a few more phone calls, I am assured that my refund is in the mail. I have not received it as of yet, but hope the refund is the correct amount... although after this experience, I would not be at all surprised if the refund amount is incorrect.

I honestly don't know how Sears can stay in business when they treat their customers in the manner that I have been treated in these past few weeks. One can only hope a company that has such poor customer service will not stay in business much longer. I spent countless hours trying to understand where the disconnect was happening, in between calling numerous 800 numbers explaining my story hundreds of times.

So, I write this letter up and submit it to Sears Customer Service and my response from them is "We apologize for any inconvenience you may have experienced with the delivery of your merchandise. We want to make sure your issue is addressed, so please contact our Home Delivery group at 1-800-SEARS-[protected]) for assistance" which is of course the 800 number that I had called before and would not transfer me to a supervisor or customer service.

This is just the first of a number of appliances that I am going to be replacing and if you read this whole complaint, I'm sure you see where I will not be purchasing any more appliances.

I purchased a Sears Washer/Dryer unit in Sept. 2007. Within one week of the delivery, I had the repairman out there. He has since been back on numerous occasions. Just getting him to my house, is usually a good week delay, and then the frequently cancel and reschedule on me too. ANYWAY, the latest problem is going to cost $700.00 to fix. The unit was $1100.00, which Sears has spent more than that to fix this lemon so far. I want a new unit, but Sears told me they will not replace it. I didn't have my washer/dryer working the week of Christmas (and I had a lot of company), now I am not going to have it for the Memorial Day Weekend holiday, and again am having a lot of family visiting. I don't know what I can do. The warranty is up in Sept. 2008, and if (when) it breaks, I am not going to be able to afford to fix it. I am 73 years old and on Social Security with a fixed income. I could never be able to come up with $700.00 to fix this thing.

So the water to the unit was turned off, yet it still leaked water somehow. You didn't question this when the tech was out? Use some logic people! Seems obvious to me that THE WATER WAS NOT OFF! DO you not have some basic sense or knowledge of your own home on how to turn off the water to specific rooms or fixtures? I'm amazed at the lack of common sense from the average consumer.

Same story. I bought a dishwasher and had Sears deliver it. Expensive, but convenient. My wife was home with they showed up, and it wasn't Sears employees, but local plumbing flunkies. They immediately declared the old dishwasher hookup to be "not to code", and said they would have to charge another $250 to do the job. What could my wife do? if she had pressed the point, they most likely would have left with the dishwasher, and it would have been a time consuming and expensive effort to get someone else to install the thing. So she gulped, paid them, and they installed the thing and were out of there in less than an hour. Maybe the ancient dishwasher hookup wasn't up to code, but it is fishy to say the least that they use that as a pretext to double their price for less than an hour's work. As Mrs. Wright said, neither Sears nor their flunkies are ethical. Needless to say, the Sears representative I spoke to about this was unsympathetic to the point of rudeness.

Totally agree. Terrible experience with Sears delivery. This past Saturday was the 3rd attempt to deliver our refrigerator. First, wrong one. Second one, damaged. And now the 3rd one, also DAMAGED. The delivery guy says he told the people at the warehouse that he didn't want to take it because it was obviously damaged, and they told him to try and deliver it anyway. What the heck? Were they trying to slip another damaged one by the customer. Did they think we wouldn't care, or did they just not want to have to deal with it? The delivery guy felt like he was getting stuck in the middle and the warehouse didn't want to talk with us. Sears customer service was completely unprofessional, could not help, other than trying to order another one. Never apologized. When I asked to speak to his supervisor, he put me on hold for a 1/2 hour and no one ever came back. I'm even madder now and dealing with the Sears appliance center in Tampa to try and get this resolved, but let me save you the aggravation if you're considering buying from Sears. DON'T DO IT!

Wow, the dishwasher fiasco sounds almost identical to mine. Too long of a story to get into and tired of talking about it. But yes, Sears and the installers they use are not very ethical.

I agree. SEARSsucks is a rip off. Double oven started giving F7 error. Tech came out and said I hear you're getting an F9 error. I said no - F7. He said it was the control board. Ordered a new one. Next week different tech came out and installed the new board. Less than an hour later the new board was giving the F7 error. After I had paid SEARSsucks $575.28. Now they're refusing to refund my money. They will send a tech to remove my new board but they won't give me back my old board or my money? Sent a complaint to the Governor's Office of Consumer Affairs. There are tons of websites regarding the Kenmore F7 issue. It's more of a product defect that they won't discuss. NEVER buy from SEARSsucks

If you had of bought the Ppa protection plan then you could demanded a new washer instead of having the warranty to fix it.

Sooo, what is the problem? Brick and mortar stores can't be expected to match prices of online only retailers who only pay for a small web team, warehousing and shipping. Sears provides you with experts on products as well as an actual product to touch and look at in person. If you use a sales person to gather your info, then buy online, not only is that unethical treatment of that person who took the time to help you, you are just a bad person.

It does say the return policy on the receipt if you just turn it over that pretty blue writing on the back states that you have 90 days to return or exchange items, and the 90 day return policy is actually one of the longest ones here in Canada. If you went to Wal-mart, you would only have 14 days with your receipt to be able to return something.

Are you actually reading your comment? WHO BUYS A CHRISTMAS GIFT IN AUGUST?!