Sears
Reviews and Complaints

I have a Sears Kenmore Elite French door fridge that is covered under a Sears Master Protection Agreement. My fridge quit working in July. A trusted technician was sent on July 18. He had fixed my fridge many times in the past, but this time deemed it unrepairable and submitted the information to Sears on July 19. I have followed up numerous times, speaking with reps in both warranty claims and in overflow. One tells me to call the other, neither seem to be able to help. One individual (Raphael) in “overflow” was completely and hung up on me. Others have seemed more helpful and polite, (Vicky, Joy, others) but they keep telling me it has to go to parts for approval. It is not possible to speak to anyone in that department. The appointment needs to be closed out before the warranty department can see the information so warranty has me call overflow. Overflow isn’t helpful at all and just puts me off. I have now been without a refrigerator for over a month and don’t seem to be any closer to receiving an authorization for a replacement than I was a month ago. I am so frustrated with this process and don’t know what to do at this point. Even if it is approved today it is likely to be weeks before I can get a replacement delivered due to inventory issues and shipping delays.

purchased refrigerator with water/ice maker 0n12/22-20. After little over 1 year, water leaking all over floor. unit repaired under warranty by replacing small plastic part called "sensor flow" part number [protected]. one year later, same exact part leaking all over my floor. store where I purchased will do nothing but have repairman replace same part at my expense. Obviously there is some flaw breaking same part. If i replace same part maybe i will be sleeping while my whole kitchen floods next time.

The linear compressor on my fridge went bad. This was previously diagnosed by my regular service tech but he couldn’t replace the compressor because it was under warranty. He told me sears was the only one who could do this. Sears home warranty would not give me a price for the replacement. I was told only a technician can give me a price which I had to pay $170 just to talk to one. Scheduled the service and the sears tech verified what I already knew and the dropped a $700 repair bill in my lap to replace a part under. They could have given me a price for this service on the phone but instead chose to gouge me for $170 to tell me the price. In the end I should have heeded the poor reviews sears home warranty gets and just put the $170 towards a new fridge. I promise you this company will never get my business in the future. Hopefully I can save others from sears home warranty’s shady business practices.

Name: Jessie Monroe

Phone: [protected]/[protected]

email: [protected]@aol.com

Repair tech for scheduled appointment on August 12, 2022.

Diagnostic performed and estimated cost of parts and repair was given to me, and I approved.

Tech replaced washer water inlet valve. Which is what he diagnosed the problem to be. At a cost of $411.88.

All was good I did 1 load of laundry on day of repair, and all was good needless to say I was very happy with repair. I did 2 more on 8/13/22 all was good. I attempted to do 1 load on 8/14/22 an/d the machine stopped, and I got the same message that was told to the tech on 8/12/22 which was drn and when I checked the manual it read drain clogged? But he replaced another part? Uhm? But the repair guys are trained in these types of repairs, so I figured he was correct!

I did contact you all 8/14/22 to request that someone come out and recheck the washer n I was informed that I would be charged another diagnostic fee which I find to be unacceptable because had the technician diagnosed correctly first time there would be no need to come back. I request that the diagnostic fee be waived, and washer be repaired.

Thank you

I purchased a Maytag washer and dryer from Sears Salida Colorado on Nov 22, 2019. At the same time I took out a 5 year extended Master Protection Agreement on both appliances. When I called back the next year and again the following year for servicing, I was told I did not have that agreement on those two items, just my fridge and dishwasher. I could not find my receipts. Finally in June of this year I found my credit card statement that gave me the exact date of purchase showing two charges, one to purchase the washer and dryer and one for the 5 year extended agreements. I called again and reached an agent who was able to match the credit card number, amounts and dates to the original agreements. He was then able to activate the agreement but it reverted back to a start date of Nov 22.2019 expiring in Nov 2024. I lost 31 months of service I already paid for and Sears will not do anything about crediting those months or extending the agreement. I had to pay a local repair service to do the work and now Sears will not reimburse for that either. contract [protected] and [protected]

I ordered a part on 8/3/2022, got estimated delivery date of 8/5/2022, next day i get email stating it was on backorder, So, i filled out cancellation form, order not cancelled, Had online chat with rep who insisted on calling factory, getting update ,anything except cancel. I had to Plead/beg before they agreed to cancel. Then i get email again telling me it is on back order and will inform me when tracking is available!.. I will never order from Sears again!

RUN! RUN AWAY AS FAST AS YOU CAN! Just don't do it. I schedule a repair for my lawn tractor on 8/3, sat around from the 8 AM - 5 PM. Called and was confirmed on numerous occasions my appointment was set but no-one could give me a technician status. NO SHOW.

Called back the next day and rescheduled for the following Tuesday. 8/9. Might as well, they don't give you any other options. Guess what...same song and dance. Another day wasted.

This outline doesn't even share the hours on the phone and promised phone calls (5) from their dispatch center which never happened.

Amazingly I called the cancellation team and they rescheduled for this Friday. 8/12. We shall see if they show.

My time and two year agreement fee would've been better spent taking my mower to the local repair center.

Note, I've been a Sears Warranty customer for over 12 years. Ever since Sears filed bankruptcy and Transformco took over their warranty business, they have sunk to a new low.

Sears Home Warranty sold their business to Cinch. Cinch, kept sending Sears A&E out, and eventually they said look, we aren't going to do anything. It doesn't matter that your AC isn't cooling, they are not going to approve any repairs. I told Cinch, and they decided to send Cinch Fixd AC. which said, "you need to replace your coolant" THAT WAS 2 WEEKS AGO. Now Fixd AC hangs up on me and wont explain why they canceled the appointment to come out to do that work.

Cinch will not let me speak to a supervisor and they hsng up on me now as well. Thete is no way to contact Authorization. There is no wY to get Sears involved. Calling Cinch is 2 hours till I get someone that cannot tell me anything. O need a good lawyer, anyone?

Hello -Sears home warranty had me find my own electrician in June bc they didn't have one in my area & sent them a bill for $795.00 and they have denied the whole claim.

Then on July 15th my AC went out & the technician said I needed a new outdoor unit they kept that in approvals until July 31st then approved & today is August 8th & they have not ordered the parts yet. Teps have been over 107 degrees & I asked from the start that they expedite this to avoid getting sick from this deadly heat wave.

In 2012 purchased the Kenmore Elite Top-Loading Automatic Washer, model 796.3151#21#.

I noticed some rust around the liquid bleach compartment, but I soon realized the rust is more extensive than it looks. I really like this washer, but I have seen that a lot of people are dealing with a rust issue. I am disheartened to learn that my Kenmore washer and others like it are defective.

C. P.

08/2/2022 4:10 PM in my 14 years of retail with walmart. and being in management there, I have not ever treated a customer, heard a customer treated the way that both my wife and I were treated by Mark of the Kallispell, Mt. store.

on june 30 we made an on-line order, were led to believe that it would be here in 2-3 weeks and would be delivered to the store in Kallispell. onir july 7th we contacted the store and talked to Mark to see what was up, on-line said it wqas processed, he stated that the order would be there on the 17th.we wanted to know if it had arrived, were told we would recieve notice. after recieving another email from-online around the 22nd of july saying it was processing, we contacted the store again on july 28 they checked the next shipping manifest and said it was not on that truck , and the lady stated she would call when order arrived l. we called the on-line customer serviceon8/2/2022 and were informed they were at store on 17 July. contacted the store to find out if in fact they were there,my wife apologozed for being a bit perturbed about this , and said such to Mark,he went straight to argument mode, did not even bother to listen or try to answer question, and startyed angrily blaming us for his attitude then continued to tell us that he "was tired of dealing with on-line customers, it is what it is and if we did not like it we could cancel the order." and hung up the phone i tried to call him back and haave a conversation and he began with accusations about my wife,.

This person does not to be in retail and because of his lak of customer service i have cancelled my order for the two appliances.

We bought a service protection agreement for our Kitchen Aid refrigerator in 2017. After numerous repair visits, a technician deemed that the refrigerator was unrepairable and that a replacement should be ordered.

First time we needed a repair:

July 10th 2017

Following repair appointments:

November 1st 2019

November 13 2019

February 17th 2020

March 6th 2020

March 2020

Sept 28 2021

October 11 2021

November 15 2021

Refrigerator deemed unrepairable. Order was placed for a new refrigerator:

December 1 2021

Dates for all the calls requesting a status for the replacement refrigerator. Each call ends with "We are escalating this to our manager for authorization:

January 5

January 14

January 18

January 27

January 29

February 2

February 8

February 24

April 21

April 27

May 18

July 15

July 20

July 26

Aug 1

May 9th Sears repair service was notified that my washing machine needed repair, appt was made and the repair tech came out about a week later, the next day the washing machine broke again with the same issue and another appt was made and the tech came out again, this went on several more times. July 5th the service tech came out and stated that the wrong part has been installed into the washer and that he had to order different parts, as of today for this repair that is needed I have received 4 boxes of parts that is sitting on my washer and parts in my laundry room where the washer has been taken apart and was told that there is another part that is on backorder and don't know when that part is available, my washer was bought in 2019 and has an extended warranty till 2024 that I purchased when I bought the washer.

I have been a Sears customer for more then 20 years. I bought my Kenmore washing machine in 2002 which was covered with Master Protection Agreement (MPA). In 2016 I purchased a bike which was added to the same coverage. I never had any problems with renewing my MPA coverage until today. All these years my washing machine had 3 or 4 issues that have been fixed by Sears. Now that I called Sears to renew my agreement, they told me it is not possible because it expired. As per the customer service representatives, Barbara and Noel, I have passed the due date by 10 days and there is no way they can renew the contract. All these 20+ years I have been a loyal customer, buying even my car tires from them. Now they are offering me an Appliance Plan for 49.99 monthly that will supposedly cover all appliances. I'm not interested! I want my MPA coverage back! It was working perfectly fine. I also live in an apartment and my Landlord maintains all the other appliances. I asked for a superviser to talk to and Noel told me "the only supervisor there is the sales supervisor." I requested a copy of my MPA agreement and he responded that he can't send me that and I am supposed to have my own copy. Sears isn't the great store who cares for it's customers anymore.

I bought a Kenmore Refrigerator in 7/22/2019, I've had nothing but problems with it. It started in 7/2020 up to now, a few times in the past two years. The repair personnel have been here more than 5 times. No one seems to know the right way to fix it. I have lost so much time from work and stress to top it off. I have an elderly mom that's on insulin and I need my refrigerator working properly. One of the repair men told me all these model refrigerators have nothing but problems, and they don't know, why it's happening, can't figure it out. Today the repair man was here again 2nd time in July, all food frozen on the bottom part of it. The repair man ordered 3 parts; they won't be back till the parts come in. I'm so stressed and angry at this situation. When Sears sold me the warranty, they made it sound beautiful, any problems we will fix it or replace it. I have called the warranty and literally argued with them, because they seem not to care about my problem. they refuse to replace it and I'm sick over this whole situation. I don't need to be calling then every year for this appliance. It's so unnecessary for all these problems. I know this refrigerator was a Daewoo not Kenmore, only the name on it. I have been told this. I would like someone to back this problem up and to call me to see if I can get some help. I have never had any problems with my appliances in the past that I bought from Sears, until now. My name is Ana Diaz [protected], email: [protected]@comcast.net, Please call me.

I purchased a new LG fridge March 2021 because I complained BBB against Sears selling a lemon Kenmore fridge keep broken down for years each time Sears repairs guys came out numerous times. Refused replaced the new fridge under master protection plan. I went thru headache, stress, anxiety closed to a year without proper fridge. I tossed my food several times because the repair guys working find than a week broken down again & again. They covered only $300 food loss omg the food cost way more. I am searching attorney taking case selling a lemon fridge over a year not working proper fridge. During the year 2020 Sears refused sending out repair guys coming to the house because of the COVID 19 and they refused honor the year loss under Master Protection Warranty. Sears should honor giving back each customer additional back a year warranty because of the COVID not the customers false. All the customers loss a year of warranty. I feel it's not rights. Poor customer services not honor.

They will refused selling me warranty at the times I purchased the fridge for 5 years $723 later they mailed me 2 years for $265.62 than I asked for 5 years they tried to sale me $1200 than few days later they tried to sell me $1550 for 5 years because sell person said new fridge costed more than your old fridge. Previous guy quoted $1200 said over $723 than he pushed me buying the dishwasher $585 with it in order for the price $723. The master protection price not consistence amounts sound like the salesperson scam ripping off customers. Oh... today 7/27/22 told me if you don't decide it will going up next week. I thought we have 30 days to take it over. She said I am giving you deal. We need attorney and Better Business Bureau protecting customers. I left messages have the supervisors contact me no one contact me plus I even sent out a photo copy I want 5 years master protection plans. They tried to sell me the home cover protection plan $50 a month even I told the sale person I wasn't interested then she asked why. I told her I don't need it. She sounds like being pushy forcing me purchase. Especially the other sale guy lied the new appliance cost more to repair thinking I am stupid. The previous sale guy told old appliance cost more repair but new one cheaper. I tried to explain to liar sale guy then he said the other gave me false information. I asked my neighbor said Sears sale people providing you false information.

Last year on 11/14/21, I purchased a Kenmore Top-Load High Efficiency Washer from Sears online store.

On 6/6/2022, approximately 7 months the washing machine stopped working and would not turn on.

Since the machine was still under manufacture warranty, I called the Kenmore Customer Service Care Hotline @ [protected] to arrange for repair service (Service Repair #[protected])

Approximately 2 weeks later on 6/21/22, a Repair Tech from a service company called Quality Repair Company came out to inspect the washer machine and diagnose that the computer board had burned out?

The Repair Tech informed that his company (Quality Repairs) would have to place an order for a new replacement computer board, and it would be mailed directly to my home?

After 3 weeks, I finally received the replacement control board on 7/14/22 and as of today 7/27/22, I am still waiting for the Quality Repair Company Tech to install the replacement part. I have made numerous calls to the Quality Repair Company and to Searscares to no prevail.

We bought an entire kitchen worth of appliances. Kenmore Elite (Fridge, stovetop, oven/microwave combo, dishwasher. The word "Elite" is a misnomer for sure as all we've had are top notch problems.

We purchased the warranty through Sears, we have paid the $50 per month $600 per year for the right to have free service calls and parts and labor for repairs.

I won't bore you with all the Kenmore Elite complaints but let's fast forward to the last two service calls. Sears out sources the repairs ... they show up and are very nice and diagnose your problems but then schedule a future appointment while awaiting parts. The parts are shipped to the repair company hired by sears and the follow up appointment is made. SO far so good

Originally they told me the microwave needed one of two parts... either a new mother-board OR a display panel. They install the display panel, the microwave works like new for an hour, just long enough for the repair man to get to his next appointment. Bam, same error code as before and now I"m back to square one. Repair man says we can order a mother board but it's a new ticket (new order, so additional deductible) Eventually they get the motherboard and show up... install it and it still doesn't work. They repair man says they need to order an additional part, ... guess which part? The Friggin' display panel which they just replaced. So as I'm scratching my head they say they'll call me with a new date to install a new control panel

Waiting, waiting, waiting... the repair company calls back to say that they can't find the part and that I need to deal directly with Sears as they have to find and order the part themselves. So, i call Sears... every number they have ... i leave messages, i email them, I call and call... get put on hold and hung up on... then call back, get a generic message after being put on hold for 45 minutes saying our part has been ordered.

No follow up, no return call, no status report. This has been a month. Now if i call they won't pick up, if they do pick up they immediately put us on hold and that's where we stay the rest of the day.

Sears... absolutely unacceptable. Do Not do business with this company

My wires coming into my freezer door keep breaking due to the design. I see many other complaints of the same issue. I have now ran out of wire to splice again at the bottom of the door. Does Sears have a fix for this? I know a new door is available but the same issue would arise due to the wires still being located as they are. Sears should be held liable for this design flaw.

Kenmore Refrigerator Model # 795.74023.411, S/N 510KR00457

I have the above subject refrigerator purchased in 2013. The unit recently quit cooling and I determined it to be the running winding on the compressor being opened. I am a licensed refrigeration technician working exclusively on large commercial refrigeration units. The compressor on this unit has a 10 year warranty so the compressor is still in warranty. I contacted Sears and a technician came out and verified the compressor’s starting winding had failed. He then wanted over $700 in labor to replace the compressor. That cost is ridiculous as it takes a little over an hour to replace the compressor, pressure test the system, evacuate and charge the system. Based on that ridiculous cost, I elected not to replace the compressor. I requested the technician leave the compressor and I would install it since I was a licensed technician, but he refused.

For three days I have been attempting to resolve this issue and been passed from department to department in both Sears and LG (refrigerator is actually manufactured by LG) without any results. This process of endless transferring calls from one department to another and from one company to another is designed to discourage customers from making warranty claims. I’m transferred from one department to another speaking with service representatives whom I can barely comprehend who keep telling me the next department can resolve my issue. While I do not understand all the circumstance leading to Sears’ bankruptcy, poor customer service with endless red tape certainly had to contribute to its ultimate demise. Sears at one time had excellent customer service where you could speak with an actual person who spoke discernable English.