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Sears Customer Service Phone, Email, Contacts

Sears
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2.3 5 Reviews 2942 Complaints
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Sears complaints 2942

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K
1:32 pm EDT

Sears Kenmore refrigerator

I bought a Kenmore refrigerator from sears it’s putting out bad smell Like a dead mouse when the fan is blowing the pan does not come out and the smell is making us really sick causing health problems! Why is this smell what is causing it? Bought it and delivered from sears at Knoxville mall! My cell [protected]

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K
2:34 pm EDT

Sears Washer repair

Hello.  I have cancelled my home warranty as this has been the very worst service I have ever dealt with. 

I want a full refund for the part and service call as well. You can cancel the part order that I have never received and is said to be back ordered.  I will not be doing business with Sears ever again   

Customer service is very poor.  

Also i paid in full for the service call/service assessment as well as the part, which I have yet to receive and now will be waiting entirely to long for this repair 

I now have got to go and purchase a new one as it is no longer an option for me to WAIT ON SEARS!

I was on a call with sears after five transfers and two hours later all that was resolved was a refund of my warranty purchase then I waited with customer service on hold for 45 min to request / demand my full refund for the cost of the part and service call.

My order number is :[protected]

Service address is : 

7 SW 3rd street 

Lees Summit Mo 64063

I appreciate a call and an email confirming my request for refund for this order& part and resolution of this request.   

I will tell everyone I know how poorly this has been managed and not at all a good experience! 

Kristy Knox 

[protected]

[protected](alternate number-Jim)

Sent from my iPhone

On Jun 14, 2022, at 2:01 PM, Sears Home Services wrote:

Sears Home Services

Payment Receipt

Dear KRISTY KNOX,

Thank you for your payment.

Receipt Number: 30142-[protected]-220614

Invoice Number: [protected]

Amount: $318.00

Payment Date: 6/14/2022 3:01:53 PM

Desired outcome: Full refund for parts and service call CANCEL PART ORDER AND FULL REFUND FOR PART AND SERVICE CALL

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B
7:55 am EDT

Sears Stood up 3x for service appointment

I am thoroughly disgusted ~ technician didn't show up for three scheduled appointments. When i've called customer service, they conveniently disconnect me! The utmost in disrespect! Not even the courtesy of a phone call to say they aren't coming! My telephone number is [protected] and my appointment was for fixing a dryer. I will never do business with you again!

It would be nice to have a call from someone today!

Bonnie Lasek

[protected]

Desired outcome: A techinician to appear TODAY to fix my machine for a FULL REFUND for my service contract! TODAY!

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C
6:04 pm EDT

Sears Craftsman Riding Mower been out of service since May 6, 2022

I have a RPA contract.

I had 2 appointments scheduled in May - both cancelled and rescheduled.

I had 3 appointments scheduled in Jun - cancelled and rescheduled.

I had an appointment scheduled for Jul 5th - cancelled and now rescheduled for Jul 26.

My next door neighbor also had one scheduled for Jul 5th which was also scheduled for Jul 5th. Their new appointment is Jul 8. Their mower has only been down for 2 weeks.

I called to see why I couldn't also have one for the 8th we I am just next door and basically got the run around.

I have now been without the use of my mower for over 60 days and it is costing me money to cover hiring a mower.

This is totally unacceptable and certainly doesn't give me any faith in Sears - I have been a Sears customer since 1961.

Desired outcome: GET MY MOWER FIXED NOW!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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B
4:29 pm EDT

Sears Hot water heater

We have been going back and forth with the warranty department to have my hot water heater replaced.

It has been over 3 months and we still cannot get any service.

The heater does not work properly. It does not heat the water. And the pilot does not stay on.

The pilot part no longer is available!

Our warranty is almost up!

The service tech told us that the parts are no longer available and to request a new heater, since this one is under warranty.

Sear makes appointments and then cancels them.

This has been done over and over.

Now we have to wait until 7/ 25 again.

The appointment has been cancelled multiple times by Sears. This is unacceptable!

We need a hot water heater.

Please help.

Bryan Berger

[protected]

And

Karen IanniciBerger

[protected]

76 Plymouth Drive

Freehold, NJ 07728

Desired outcome: Replace the hot water heater as per the warranty stipulations.

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3:57 pm EDT
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Sears Sears Master Protection agreement Kenmore washer

There are no words to convey how Dissatisfied I am With my Master Protection agreement This has been going on since Nov 2021 The first technician came several times ordering and replacing parts ..Leaving with the error code blinking only to do this over and over No Results ! March 8 2022 a different tech came ...was not able to fix .. ordered more parts March 24 2022 it was determined they would replace the washer and that i would receive an email in 72 business hours Today is July 5 2022 still No email I have called several times... complaint escalated and sent to the highest level several times STILL NO WASHER ! NO Contact at all from Sears ! I was assured over and over that Sears would stand behind the original agreement. The last representative was more helpful and said the claim was denied because repair was done and agreement has expired . I assure you the washer Has Not Worked since Nov 2022 At this point it still has boxes of old parts in the drum . What can I do to resolve this ?

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4:26 pm EDT
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Sears Purchase of extended warranty on appliance

2021 purchased new washing machine and 3 yr warranty

May 21 2022 problem scheduled technician

June 13 2022 technician diagnosed problem and ordered part - two day shipping to be received by June 15)

Received part on June 23 - took around 5 days to get a tracking number

Called to schedule return for repair - was initially scheduled for June 27 but was offered an earlier date so changed to June 25

No one called or came on Jun 25 - all day (8-5)

Called to report this and was told the technician was overbooked and appt would have to be rescheduled but could not reschedule at that time. I was told that someone would contact me in 24-48 hours.

Around 4:00 p.m. on June 27 I again phone Sears service to schedule a new date. After holding on for nearly 30 minutes, I was told they didn't have any available dates for the technician to return to they put me on an expedited list. I was told someone would call within 24 hours.

On June 29 at noon I called again to Sears Service and was told no technicians are available until August 23.

June 29 was scheduled for repair on Aug 23

Desired outcome: refund all my money for extended warranties and pay expenses while I haven't had a working machine.

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D
11:16 pm EDT

Sears Kenmore elite dryer

I have a kenmore elite washing machine that is only 3 years old. The dryers enamel is peeling off. The 1 year warranty is expired . What do I do? This is insane for only being 3 years old.

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J
7:12 pm EDT

Sears Trying to get claims paid

May 2022-I have had the whole house warranty for a few years paying $60/month. I have a 15 year old washing machine that they have come out a few times to repair. This last time, the technician stated that the breakdown was due to 'overuse'. (Ridiculous as there is only 1 person in my house.) It's nearly impossible to get someone one the phone to talk to. I have been on hold up to 1 and 1/2 hours at a time. Then they want you to submit a dispute which I had to wait ANOTHER 45 minutes to connect. I got another appliance company to come out. They said that the basket was broken off and needed to be replaced and that it was from normal use. The claims department is now saying that they need to know the REASON it BROKE and that they only cover structural damage. How is someone able to identify WHY something broke? And isn't the basket part of the washing machine? I went to cancel and they want me to pay another $159 to cancel my warranty. I am BEYOND annoyed.

Desired outcome: I would like them to pay to repair or replace the unit as the home warranty states.

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4:41 pm EDT
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Sears Warranty Service Protection on a LG Refrigerator

On 04/18/2019 I purchased a LG French Door refrigerator. On a second purchase I paid for a 5 year extended warranty $800+ expiring on 04/18/2024 . Unfortunately I never checked the receipts. The sales clerk wrote down the wrong name. Now the fridge is having issues and the warranty is invalid because it shows the wrong name. This individual lives 2 States away. Currently I have about a $500 food loss and sears can't and won't do anything about it. It's a good thing SEARS closed down every store near me and I will not drive for 2+ hours to the nearest store to complain on deaf ears only for them to show me to the door. It was the last purchase I will EVER make though that company.

I have tried making contact with them over the phone 3 days in a row. On Monday 06/13/2022 I waited and gave them all the information for over 30 minutes, On Tuesday 06/14/2022 Once again I called them and could not find a solution for about 45+ minutes. Today Wednesday 06/15/2022 same story but this time 55+minutes just so the agent can tell me they cant do anything about it not even to cancel the agreement.

So there goes well over $1300 down the trash and a big pain in the but company!

Desired outcome: Please either refund me the $800+ for the warranty that is useless to me or validate my complaint and reinstate the warranty for the fridge plus food loss!!!

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C
11:55 am EDT

Sears Delivery of washer and dryer

We ordered an LG Washer and Dryer on May 28, 2022. Delivery was originally scheduled for June 10, 2022. We received many confirming emails and phone calls stating delivery will be on June 10, 2022. We even received an email on June 9, 2022 stating delivery would be from 9:00 am to 12:00. On June 10, 2022 at 8:30 am we received an automated call stating our delivery had to be rescheduled. My husband took off work to be home for this delivery. He spent hours on the phone trying to find out why this happened. He was constantly transferred from Sears to Costco Deliveries and back and forth several more times. We were assured by Costco Deliveries that Saturday was possible for Delivery but Sears would not approve that delivery.

Now delivery is supposed to on Tuesday June 14, 2022. I personally want to cancel the order, but my husband is willing to give Sears another try.

We are so disappointed in Sears. I will never buy anything from them again.

I will be reporting this to the Better Business Bureau.

Desired outcome: I would like the washer/dryer to be delivered when scheduled and not have the run around on delivery.

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K
1:15 pm EDT

Sears Home protection plan

Case# 7385013, in January my heat pump failed, a sears tech was not available for over 3 weeks, the benefits people authorized up to 1000.00 to get someone else to repair it. they will not reimburse me or tell me the truth, they either transfer me to a foreign person, or put me on hold, I have requested a supervisor 6 times this morning to no satisfaction, all I want is my money back, im 72 yrs old on a fixed income, I had to borrow the money to fix unit, and don't have it to pay back, is this the way sears treats its customers?

Desired outcome: WANT MY MONEY BACK, NO MORE BS

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F
3:37 pm EDT

Sears Home warranty plan

Purchased a home warranty plan 10/21 billed 69.99 monthly and at time of purchase was told this plan included preventative maintenance on washer/dryer

Tried to schedule that and was informed that sears dropped this part of coverage.

RIP OFF! I have paid 8 months for nothing

Desired outcome: Either service my appliances or refund my money

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11:24 pm EDT
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Sears Kenmore Frig.

We have a problem with our Frig. since April 25, 2022 It took two weeks to get a service man to look at our problem, of course they did not have the parts a week and half latter they shipped the parts to our home. They gave us a date for the service of May 23, 2022, then sears cancel and set up a new date of June 1, 2022.

The tech showed up and replace the new parts, the next day our Frig. did not cool our frig. 62 degrees inside. I have tried to get the serviceman back and no phone call back to us and the new date for service is June 20, 2022 this is not this does not help us, we will be two months without a frig. and we have sears warranty.

Desired outcome: Fix our Frig

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E
8:11 pm EDT

Sears Air conditioning

First called on 06/01/22 spoke with Myla. I paid my deductible to schedule service for Air Conditioning for the summer and was given a date 06/02/22 between 8am to 5pm. The day of 06/02/22 I called around 9AM morning to ask if I was scheduled for 06/02/22 for service and Noah stated that I was scheduled between hours 1pm and 7 pm Informed him that a storm was coming Noah stated that the Service Tech will still be out. I called back again around 2 pm and spoke with Eisa and she stated that the Tech will be out between 1pm and 7 pm again. I called again around 4 pm and spoke with Vince. He said that the Tech will be giving me a call before he arrives okay. Already time has passed. At 6 PM again spoke with Albert and he said that there was a cancellation in the system. I said no one informed me about CANCELLATION and NO one has called me. I want to cancel the bad customer service. I spoke with Albert, and he provided a number to the cancellation team, spoke with Anna and she transferred me to be online for 2 hours no one has picked up the phone.

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6:28 pm EDT

Sears Microwave replacement

Attempting to resolve microwave issue over a 3-month period and issue is still unresolved. Called in early March; technician came out on 3/12 and stated that microwave needed to be replaced. Was unable to reach anyone regarding the case - no record and no information; each call took over an hour because the automated response system is designed more for blocking calls - definitely not for assisting in routing calls to the right location. Scheduled another service for April 26 and specifically requested a seasoned or experienced technician. The service was cancelled by the original technician after waiting over 4 hours for someone to show. She cancelled because "her supervisor" had the paperwork. The supervisor didn't file or open the case until April 29th! This information was not made available until calling back on May 12th after scheduling a service to start the process all over again. The May service was again cancelled by the same technician. Finally, received information about the case and Sears was attempting to replace the microwave with something absolutely non compatible with the current appliance - half the size counter-top microwave instead of the full-sized built-in microwave. May 23rd discovered that I had to "dispute" the recommended product. Now - still in limbo! Why purchase warranty protection when you either can't get the service or have no protection! This all falls into the scam territory.

Desired outcome: Do the right thing - replace the product with a compatible product - no cheating!

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D
11:22 am EDT

Sears Sears Master Protection won't help its loyal customers.

Dear Sears Agreement Benefits Team,

I have a question for you. What is the purpose of having a Master Protection Agreement when it doesn't protect us when we need it. We the customers did nothing wrong, and we bought your Master Protection Agreement. Some other company that Sears Home Warranty contracted and sent to our home attached a part to our refrigerator and didn't tell us. They voided our Master Protection Agreement not us. Now you are telling us that you won't even cover the cost of the food we lost a month before they even touched our refrigerator? Wow! I am so disappointed with Sears Warranty Services. You won't even fight for your customers who have so much faith in you as to buy your top-of-the-line Master Protection Agreement. We even went so far as to purchase the Sears Home Warranty to cover all our appliances. We already have a plan with Sears for our washer and dryer.

I guess loyalty means nothing to Sears.

I just wanted to ask you one more question.

Are you going to help a loyal Sears Customer or not?

I you don't or if you don't respond to this email, I will take that as a NO.

If it is a No in any form, my wife and I will assume that your loyalty to us is not very important to you and we will cancel all our service agreements and warranties with Sears.

It's been a month and a half, and we still don't have a functioning refrigerator. This has been the worst experience we have ever had. We have been getting nothing but the run a round from the moment this whole thing started. And now we can't even get reimbursed the $150 for our food loss or the over $300 we've had to come out of pocket for eating out for 7 weeks.

All we are asking for is what we paid for which is to be protected from unforeseen mishaps.

Is that too much for a Loyal Sears Customer to ask?

Sincerely,

Dennis Sigler

A Loyal Sears Customer

Desired outcome: Replacement of our broken refrigerator and Reimbursement of $150 for our food loss and the over $300 we've had to come out of pocket for eating out for 7 weeks.

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1:08 pm EDT
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Sears Freezer repair/ double billed

I called Sears to have my Frigidaire freezer repaired. The units internal light was on but the unit did not freeze the food. The technician inspected the unit and announced that he did not have the thermostat needed for the fix. The thermostat had to be ordered and I had to pay for the part on the spot. It took two weeks for them to return and install the thermostat. I was away. My housekeeper let them in. When I got another bill in the mail I saw that I had been double billed for the repair. I called Sears home repair and complained about being double billed. The Sears agent saw the problem and told me that the issue was resolved. A month later I got another bill saying that I owed for the second billing. I called Sears home repair again. Supervisor told me that the bill had been satisfied and I should have no more problems. Today I got another bill for the repair. In attempting to solve the issue I called again. This time their computer would not connect me to a human voice. In my opinion, this is a scam to increase their profit.

Desired outcome: I want relief from the second billing as agreed with conversations with the Sears supervisor in the initial two calls. The thermostat should have come with the 1st visit.

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5:07 pm EDT
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Sears Repair Agreement Service

I have owned a Sears Lawn Tractor for many years(about 20), and have had them covered by their Repair Protection Agreement. In the 20 years I have owned a Craftsman mower, I have only had problems one time.

Now, I can't get a repair appointment scheduled! I now have a lawn tractor, purchased in 2013. I started calling on May 3, 2022, and have made 7 calls to multiple numbers. Every time I am told that there isn't a technician in my area, and I would receive a call in 24-48 hrs. No calls!

The last call, to the Protection Agreement Benefits Administration center resulted in the same massage. I was told that there was nothing they could do. I asked to speak to the Supervisor, and conviently he had left for the day.

I need assistance in getting my lawn tractor repaired!

Desired outcome: A repair appointment scheduled, and my lawn tractor repaired.

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8:50 pm EDT

Sears Humble request - Please help with the refund - $3237.88 pending with Sears

Hello Team,

In Aug, 2021, I bought GE Profile Series PT7800SHSS 30" Built-In Combination Microwave/Convection Wall Oven - Stainless from Sears.com Order # [protected].

Unfortunately the product delivery got delayed many times and the product finally arrived in Sears warehouse towards the end of February, 2022.

Even after the arrival of the product and waiting for a month, I never received the product. During this time I reached out to the delivery team via chat/call, requested, and pleaded to help us get our product but nothing helped. And for no reason our order was cancelled. Now, it's been more than a month. I am waiting for a refund of $3237.88 from Sears and haven't received it yet. I am reaching out to customer service via chat and phone calls and the response I am getting - we apologize, we are looking into this, we have escalated, please give us 72 hours and then again there is a silence, even after having the escalation case id. I chat/call again and the same story repeats.

With folded hands, I request your attention to this matter and would appreciate it if you can help me get my money back. I look forward to your reply and a resolution to my problem.

Desired outcome: With folded hands, I request your attention to this matter and would appreciate it if you can help me get my money back. I look forward to your reply and a resolution to my problem.

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About Sears

Screenshot Sears
Sears is a long-standing retail chain offering a diverse range of products including appliances, tools, clothing, and home goods. They also provide services such as appliance repair, home improvement, and auto maintenance. The brand has a significant online presence through their website, sears.com, where customers can shop for their wide selection of merchandise.
How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

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Overview of Sears complaint handling

Sears reviews first appeared on Complaints Board on Jul 19, 2006. The latest review Appliance repair (microwave) unresolved by sear home services (transformco) was posted on May 15, 2024. The latest complaint craftman replacement was resolved on Sep 19, 2023. Sears has an average consumer rating of 2 stars from 2947 reviews. Sears has resolved 944 complaints.
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  1. Sears contacts

  2. Sears phone numbers
    +1 (847) 286-2500
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    3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
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