Sears
reviews and complaints

I have been having an issue smelling gas coming from my Amana range since February 2015.
I have made several appointments and with no satisfaction. February 2015 I called with the complaint of gas smell, they put in the system that it was a routine check when the it was the gas smell, (they also put in the order the wrong oven/range) they changed the burner. Start smelling gas again so-called December 10th2015 they changed the igniter. Start smelling gas again In January, called 911 as I just knew it was not the “fixed stove”. They disconnected the stove as the gas smell was so horrible (they actually said", get rid of the stove".) We called our gas company, National Grid, the same day. They did not find any leak from their equipment or the flex hose (they turned it on) but warned us of the danger of keeping the gas on not knowing where leak was/is coming from, they turned it back off.
Called Sears back and tech came out on January 29th and tightened something on the back of the stove. Smelled gas again and the tech came out on February 3rd 18 23rd, 2016. After the tech showed us and his trainee that the leak was coming from "the regulator, ” he put on receipt that it was the flex hose. I called to dispute his lie and a tech came out on March 2, 2016, not quite sure of that date, and tightened the Regulator. Smelled gas again, call National Grid, they “RED TAG” the stove and on March 8th another tech came out on March 10th and order a part (regulator).
That is over 4 “attempts” to fix my stove/range. This is very dangerous, nerve racking and scary. My tenants have been without a stove/range for two months on and off. This is totally unacceptable. I have contacted (several times) the escalation manager, Samantha and Tiana from North Carolina and they were not helpful, accommodating or understanding. I guess this behavior is/was because they are the highest authority, and they felt and or feel that can handle things the way they want. She is not counting when the tech came out and lied because he did not do anything. My contract states that after the 4th attempt, it must be replaced. It does not state if a tech comes out and lies and does not do anything. Tiana told me that she was the highest manager and that I had to contact you. I have several Master protection agreements and have never experienced such DISSATIFACTION with this contract or any Company that I have ever had to deal with. I have spoken with several people telling them of this experience and they too are Shocked of this Customer Service experience. I am contacting you for an immediate resolution to this issue. I will be contacting my lawyer by end of business today if I do not hear from your office, The Executive member relation department

Our one year old Sears Elite French Door refrigerator model 795.74025.410 has a frost/ice build up on the back interior wall behind where the deli drawer is located. Food in the deli drawer is freezing. I've raised the interior temp to 40 degrees but that has not helped with the issue. Seals on doors are fine. I reached out to Sears but they provided no customer service & offered no sympathy since we did not purchase the extended warranty contract with them. I contacted LG since they are the manufacturer but they told me to deal with Sears. Private repairman(not from Sears) coming tomorrow. I will never purchase any item from Sears again. Our repairman said that Whirlpool made Sears refrigerators previously & were reputable but now their contract is with LG. Has anyone experienced the same issue with frost/ice build up?

Today, March 7, 2016, I had an appointment with Sears Home Service to repair my Dryer through a warranty that was purchased at great expense. The time for arrival was between 1 - 5 pm. It is now 6:17 pm and the computer at the 1800 number is still telling me that the technician is scheduled to arrive between 4:15 - 6:15. I have called Sears 4 times but am still getting a runaround. I took off from work at noon to get home in time for the service call. I have had to rely on other people to pick my children up from their after school activities to wait for a phantom technician. I should have learned because this is not the first time Sears has done this to me. Now I still have a broken dryer with no technician and no resolution. I am awaiting a phone call back from the company but my complaints seem to fall on deaf ears. I was disconnected at least one time and the people answering the phone calls are hard to understand and cannot offer any resolution. Now what am I to do? Take off more time from work? Wait around for what another cancellation? Now I still have a broken dryer, a useless warranty, a lost day at work and no resolution in sight!

On March 3, 2016, I had a delivery for a Samsung front load dryer for the hours between 12:30 and 2:30. On this particular day I had an appointment to have staples removed. I had a major surgery a week ago. for this reason I was informed not to drive or do much walking. I had my mother, who had taken off from work, to take me to the doctors office . While at office, I checked my phone and, I noticed I had a missed call that came in at 11:34. I returned the call as soon as I could. I wasn't sure who the call was from. When I returned the call I asked the caller if they had called my phone. Without stating who he was, I was asked was I at home. I told him that I was not, I then asked who the call was coming from.

He stated he was calling from Sears delivery. I informed the driver that I had just left a doctors appointment and that I was on way home to meet them. my window of time had not started. I expressed to the driver that I had surgery a week before and that I couldn't walk up or down the steps so my mother was going to assist them in where to place dryer in basement. I also expressed to them the delivery window I was given, which was 12:30-2:30, he stated in a sarcastic tone, okay. I received a call from my neighbor at 11:40 stating that she noticed a truck had pulled in front of my home and parked, while playing loud music. I called the driver to find out why they were there early when my delivery window time didn't start until 12:30. I couldn't understand why I was being rushed to get my order. The driver was rude and acted like he was upset that I wasn't able to work around his time. I called my neighbor back to see if truck was still parked, she stated yes. I received another call at 12:33 in regards to the drivers. The caller stated that his delivery drivers were at my home and that I wasn't there. I explained to the caller that I had spoken to the driver and informed him I was close to home and he stated that he would wait. It was 12:33, 3 minutes after my window of delivery had started and I was being given a hard time. He was very rude and told me the driver had been waiting for 40 min. Keep in mind, they arrived at 11:40, way before the scheduled delivery time. I told him that I didn't authorize the driver to come early that he made that decision to do so on his own, so how was I at fault. I tried to explain to him that wasn't feeling my best, I had just had surgery a week ago and that I just had to have staples removed. My surgery was a major procedure that was necessary to prevent damage to any organs in my body. I couldn't get any respect from this person that was calling on the drivers behalf. I called the driver back and tried to get him to give me a few moments more to reach home. they came to make a delivery a 11:40, almost an hour before my delivery window time and they refused to wait any longer. The driver stated that they had already waited 40 minutes and that I had already told them a time that I would be at home that I didn't make so there were not waiting any longer. I made it home at 12:45, still in my window of delivery set for 12:30-2:30. I still had time left for them to deliver my merchandise that I had been waiting to receive. I was pretty furious. I have been a loyal Sears customer for about three years. I have purchased all my appliances within the past three years from sears. To be treated like this is very upsetting. On March 8, 2016 I had an issue with that delivery of my Samsung front load washer and I had made a complaint about delivery then. its seems that this will always be a problem when it comes to delivery. A year ago I had a gas stove delivered and hooked up. Three days later I began smelling gas, i called the store and couldn't get any help. I had to call Detroit Edison to come and hook up my stove properly, he stated that I could have been seriously injured. Again another complaint I had to make. I refuse to do business here again. I would advise anyone not to buy appliances at Sears. I am not supposed to be walking much but because no one from store returned my call, I had to have my mother drive me to store to make the complaint with manager at Sears in Macomb mall. This experience was very disappointing and unprofessional, this was by far the worst. upon trying to recover from my surgery I had to deal with the stress of having to go through waiting to receive my merchandise because Sears clearly don't care who does their deliveries and how they conduct themselves. I have to worry if on Saturday March 5, 2016 will bring more stress when they come back to deliver my dryer that should have been concluded on the 3rd of march

Our 2014 refrigerator periodically quits working for 12 or more hours at a time. They have replaced the computer board twice and the compressor. It will shut off at 6am, then start working at 6 or 9pm. No error code is ever displayed. Sears Home services has been here 7 times, but by the time they get here it is working again and they can find nothing wrong. The service personnel told us to insist on an emergency visit next time it quits, but Sears management says that is not possible. This has now happened 11 times. We are ready to throw it in the trash!

I had a couple of issues with Sears in the past, but decided to give them a second chance. About two months ago I bought quite a few things from them and most of those transactions went through without a hitch, but a couple did not. When I called customer support I was always put on hold. When I finally reached a real customer service representative I was promised that the problem would be fixed. But actually no one ever did anything to help. Sears reps are liars! I'm very disappointed.

I purchased this Refrigerator new in June of 2015 for over $1, 500. In January of 2016 the fridge stopped cooling. It turns out the damper had failed and needed to be replaced. The repair cost $524. This Fridge could not even last a year and a half before breaking down. I called Sears and not only had the warranty run out, but Sears no longer has any local repair service / technician that could repair. Very frustrating and costly.

I bought 4 tires from sears 2 years ago. After one year, two tires were leaking despite having no apparent damage. They couldn't fix one so I had to buy yet another tire. The other one they charged me to fix. Now another year later, another tire completely blew out with no cause. They refused to replace their faulty product and want to charge me more to replace it. Not to mention, every time I went in, I had at least an hour wait even with an appointment. Horrible service, no accountability, and a 50% rate of failure of their products. Do not ever go there!

I bought a high-dollar Gold Die-Hard that went bad after 11 months in service. The battery was tested by a Sears store and a K-Mart store and they both said it was faulty. My problem is that I bought the battery while on a trip and did not keep the receipt and cannot remember the K-Mart store or the town where I bought the battery. The Sears and K-mart people tell me they cannot honor the warranty without the receipt. Is there anything I can do or does anybody know of a phone number or Die-Hard Customer Support system?

Bought a medium-priced ($550) Kenmore Ultra Wash (665 series) dishwasher from Sears in December 2014 and after 14 months the main control board malfunctioned, stopping the machine from activating the wash cycle. Repair costs total $350, but because the 1-year warranty expired, Sears said sorry and cut me off. Technician said this is a very common issue with this model, and its a known problem that the manufacturer (Whirlpool) is not willing to or cannot fix. Not much I can do at this point except to warn people to stay away from Sears when purchasing appliances and be careful when buying Whirlpool appliances.

Had a piece of siding come off. Called Sears on 2/7/16 and was told I would receive a call back which never happened. Called daily since and again was told I would receive a return call which I didn't receive. This siding was installed in March 2015, cost of $10, 000.00. I would never have given Sears the contract if I would have known this is the way customers are treated. Have spoken to 3 different employees that assured me this would be taken care of which as of 2/13/16 has not been resolved. I expect better service than what I am receiving .

Had contract install bike installed it incorrectly stripped screws on mount, console with fan was not blowing on person. Called them back they sent another guy out who had an attitude, I told him to leave, I called Sears and told them to come pick up bicycle the whole experience was terrible want my money refunded

I purchased double pane windows from sears and within a matter of months fog and mold began growing in between the two glass panes. I called Sears and they told me they would have someone out to replace the window, then asked me which window I was having a problem with.

I wondered if they didn't need to send someone out to look at it and was told there was no need, just tell them which window.

The front room has a large stationary picture window with a sliding window on each side, I explained to the woman that it is "the window on the North side of the picture window". Also trying to clarify by explaining if a person stands in the house and looks out, "it is the window on the left".

The Sears installer arrived and unpacked the replacement window and informed me it was for the wrong side...

I asked how long it would take to get a replacement and he informed me he would just "hang it upside down" instead of waiting for a replacement.

Now the window doesn't close properly, it does not lock at all and even after calling Sears Home Services numerous times they tell me there is nothing they can do about it.

Buyer beware...