Sears
Reviews and Complaints

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.

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

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.

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!

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.

I notified Sears concerning the Craftsman riding lawn mower at the end of April, told it would take 48-72 hours to get back to me with an appointment. After contacting them a number of time 3 weeks later still no appointment of call. The lawn mower is under warranty. There have in the past been other requests for repair which were not honored, and I ended up repairing it myself. The cost of a 5-year warranty is costly and when not honored is a waste of money. I would appreciate any assistance you can give.

I've received ZERO response from Sears Customer Service:

I'm writing about a recent repair service I ordered for my Mom who lives in Sarasota, Florida (I live in NJ). While visiting her recently, we noticed the ice selector button on the front of her Kenmore refrigerator was indented, making it difficult for her to press. She is 87 years old and has dementia. We ordered the new part and paid $287.82 on 4/22/22 (charge receipt attached) for the part. When we ordered the part through Sears Repair, we also scheduled the installation, scheduled for 5/11/22 (yesterday). We were told that for a $99 charge, the Sears technician would assess the installation and call us with an estimate. We never received that call, and the tech charged my Mom $359.47 without our authorization. This is unacceptable.

We received several text messages regarding the scheduling of the service visit. We then received a call from the repair technician at 11:12 am yesterday saying he was at my Mom's house, but the person who lived there was not aware of the repair. Turns out he had the wrong address. We directed him to the correct address where my Mom was waiting. He reached there at 11:22 am, telling us he found the right address. We received no other call from the technician. At 11:51 (29 minutes later), I received a Visa alert for my Mom's account for a $359.47 charge from Sears for the installation (I receive alerts on all of her charges given her condition). There was no phone call from the technician with an installation estimate, even though he called 1/2 hr earlier telling us he was at the wrong house. As the customer who ordered the part and the repair, I made it clear that my Mom has dementia and all communication was to go through me. This never happened. The technician charged my Mom $359.47 for an installation that took less than 29 minutes (it takes about 10 minutes to get the Visa alert, so the install probably took less than 19 minutes). We NEVER would have approved that amount. We were never offered the $99 visit and estimate charge, nor were we told that the technician would install the part, nor was he given permission by me (the customer who ordered the part and the installation) to do so.

This, to me at least, is a technician taking advantage of an elderly woman, and not following what we were told would be the process for the repair. We are willing to pay the $99 fee we contracted for, but feel a refund of the $359.47 charge, which was NEVER AUTHORIZED by me, would be fair. Could you please provide us with a refund of $359.47 for what happened here? My Mom was crying when I told her what had happened. This is not the way to treat the vulnerable and elderly.

I made an appointment to have you service my Weber gas grill. You confirmed the appointment several times, up to & including 15 minutes before you repair person was due to arrive. Not 5 minutes after your call confirming the appointment, your repairman, Joseph, called to tell me that you no longer service Weber grills! And have serviced them for a while.

Why did you waste my time if you knew that you would not service my grill?

Why do you continue to show Weber on your website as a produce you service?

I placed a service call for my refrigerator in Jan. 2022. The issue was the refrigerator was not cooling or defrosting. There was ice buildup in the freezer. After waiting 2 weeks, The repairman arrived on Jan 31. The estimate was for $570.44 to replace a bad defrost heater. He did not have on with him so he had to order one. Two weeks later the part arrived and the tech came install it on 2/11/22. One week later, I noticed that the refrigerator section was again not cooling and there was again an ice build up ( not defrosting again). I placed another service call and two weeks later the repairman came and had to order more parts ( a control board and a wire harness). At this time I had the old defrost heated tested and it tested good. No one had previously tested the defrost system. The technician again had to order the parts. He said that he would bring this to the attention of his manager for charges, but this should be covered by the previous service fee. The parts were shipped to my home and a return date for installation was 4/20/22.

When the technician arrived, he said “I was told to come retrieve the parts, not to install them”. I asked why. He said the order says that you requested a refund. I had not requested a refund since I needed to have the refrigerator repaired. After speaking with his manager, the agreement was that it would cost them too much time and labor at this point and it has been 4 months. So they decided to refund my $570.00 and take the parts back. I signed a digital agreement that there would be no charges for todays parts pick up.

Today, 5/10/22, there has been no refund or credit for the $570.44, and I received a bill for an $505.80 for repair service charge. That’s a total of $1076.24 and the refrigerator was never repaired. Four service technicians, four months for the same issue and no one is able to fix a defrost issue. That’s ashame.

There are no numbers to call on answering machines to pay the bill. I’m sure that this will be ignored like all of the rest of my correspondence, but at least I get document it. I have all documents to verify but too many pages to attach.

Terrible service,

I have had a repair technician out to repair my refrigerator 4 times in the past year and now I'm again waiting for a repairman scheduled for 6/9/22. It's not just the failures that happened, it's also the inconvenience of waiting an average of 6 weeks for the service call! First couple calls involved the water filter leaking, first call the repairman thought he fixed it, but a couple weeks later it began leaking again. 6 weeks later a complete filter unit was installed. Then my ice maker failed, parts were ordered and 6 weeks later when the repairman showed up, he determined different parts were needed. 4 weeks later, he returned and replaced the entire ice making unit. It never did produce ice at a normal rate, making a tray about every other day. We then experienced a loss of the cooling system in the refrigerator. Unfortunately, we were gone for 10 days, and everything was ruined in the frig and had to be thrown out. I called Sears again and was told they could not schedule a service call until 6/9/22 = 6 weeks out. I then asked to speak to someone about a replacement rather than repair. This will be the 5th time I've had a repairman out for problems. Of course, I was denied but was given the option to contact any local repair shop that could be here sooner and be reimbursed up to $500.00. I contacted 2 different repair shops and was told the issue I'm having is consistent with this model and they have not been able to repair this Kenmore model. they both suggested I ask for a replacement. I just called Sears warranty again, asking for help, but again denied replacement. I was offered to go rent a refrigerator for the time being and Sears would reimburse the cost. What am I to do with the faulty frig? It may seem trivial to be without filtered water or ice, but we used these features a LOT and the times the frig went down were during Christmas and most recently over the Easter weekend. We had company over the weekend and no refrigerator to use! Whenever I call, I get a (hard to understand) representative who seems to just read from a script and not to care about my issues! Apparently, I haven't been put out enough to justify a replacement frig. I still have 4 weeks to wait for the repairman to show up and most likely he'll say it can't be fixed

We waited 2 weeks for a tech to show up to fix

Our refrigerator & we have home choice warranty so they scheduled with sears so when he arrived we paid a copay of $85 then he said we had to order parts so he did & they came to our house & then waited an additional 6wks for an installation appointment & on the day of our appointment we received a call from Sears informing us that our tech was no longer employed with sears. Someone would call us within 48hrs with a new appointment but it was a recording asking us to call sears to schedule an appointment so when I call & speak with someone they say I can only make appointments online & when I try to make my appointment online it says it can’t make my appointment right now. I call to complain but they again promise that someone will call me but it’s only the same recording asking me to call sears for an appointment. At this point I’m done & Ive already paid my first tech to fix my fridge! What now? Can someone please help me?

Sears is a joke, like all seriously. A joke, a complete waste of time. Like most posts already stated, I will not go into all the horrible details of my experience with this shady company or its employees. I will simply say that my experience has been so horrible that I and my wife have made promises to each other to never purchase another item from them ever again. In the future, if we need a repair on an appliance that we've previously purchased from them. It will come from some other source. Awful company, that is so far gone. That not even a billionaire could save!

About six years ago, we bought six windows. The selling point, the saleman told us that Sears would fix the window, even if one of our grandchildren put a baseball through it. Well we had trouble with a screen Sears said, nope, can't fix that. Now the inside pane of one window is broken. For two days I have been given the run around ending with a phone number for service that is strictly an answering machine that upon leaving a message, no one responds back within the timeframe of next two days. I was given an email address which when I sent a message, it came back undeliverable. Terrible customer service.

The original order was placed 11/4/2020, but cancelled by delivery.

This refrigerator was reordered on 12/1/2020. It was not delivered until 2/27/2021.

The freezer and ice maker have not worked since late October 2021. In addition, the deli drawer does not stay cold. This does not take into account that I have a big family that depends on this 'new' fridge to be functional and not constantly having to throw away food that spoils quickly and not having a working freezer or ice maker.

Repair technicians have been to my home twice to assess:

On 12/10/2021, the first tech said it was the electrical outlet, which was changed out the next day and did not repair the issues.

On 12/21/2021, the next tech determined that there were 3 parts that needed to be replaced with a tentative date of 2/16/2022 to repair the refrigerator.

As of 3/8/2022, there was only one part sent with a promise that the remaining parts would be here by 3/11/2022. The customer service representative said to call back on March 11th if they were not received. It was agreed at that time that the refrigerator would be replaced on 3/15/2022 (Case Number: 7387429, Salescheck: [protected], Delivery/Installation Date: 03/15/22, Original Item #: 46-75039, Replacement Item #: 46-75039).

With several cancellations (by Sears), the next promised delivery date is 5/20/2022. This entire process is totally unacceptable, from the initial order to now. It's been more than six months that I have had a fully functioning refrigerator. Waiting is no longer an option. I want a full refund, repayment for lost food and Sears to pick up this "lemon" of a fridge (Isn't there a lemon law that protects the consumer?).

On 4/26/2022 I called Sears Home Warranty for service on my electric dryer. I paid the $75.00 service charge by credit card.. I was told to call IM Heating Appliance for an appointment. I called.. They told me they were located in South Bend IN and would not come to Ohio.. They told me to call Sears Home Warranty again.. I did and I was told that dispatch would call me in 24 to 48 hours to schedule a service appointment. I waited 48 hours and called again. I was told to wait for the call from dispatch and they were unsure when they would call. I called back today, 5/3/22. Again I was told to call another company, Home Appliance Leasing Corporation. I called and was told they did not service Ohio. I call Sears Home Warranty again. Finally have an appointment with a&e factory service appliance repair for 5/23/22. This is the company I repeatedly asked for and was told by 4 service technicians that they were unaware of this company, even though I told each of them that this is the company they had sent out several times over the last few years.

The part was ordered April 11th then told back order and haven't heard anything else call and get hung up need help I have brand new washer sitting in laundry room can't use and not response. I bought the washer January of 2022 and it was delivered finally in February and in March it stopped working and a tech came out April 11th ordered to main board haven't heard anything . I have been

calling today try to look at my email to find out any update on backordered board and can't and can't speak to anybody on the phone

I have a home warranty service for my appliances through sears/ Home sure of America INC. P.O. Box 810275, Boca Raton, Florida 33481. I called to request service on a refrigerator in my home. I paid a deductible in the amount of $75. Sears proceeded by setting an appointment for repair. The repair technician by the name of Joshua B license number 001077 was scheduled to come to my home for repair. On the day of the appointment, the individual Joshua B contacted my via phone and stated he would come out. After waiting from 8am to 6pm at my home he did not show up, but the technician sent an email stating that I had approved a repair estimate for my refrigerator and signed this agreement without my permission or knowledge. The technician never came to my home yet he billed sears repair and fraudulently signed an agreement without my permission or knowledge. I called sears warranty 15 times where they would not deal with the situation. Sears then rescheduled for a repair person to come back to my home to repair the appliance. I requested for the same person Joshua B not to come to my home since he had broken the law by his first non visit. On April 18th after waiting again for 9 hours the same person Johua B 0010777 called me and said he never came to my house the first visit he then proceeded to send the email stating agin that he had been at my house on April 18th 2022 and again signed without my permision or knowledge again commiting fraud against myself and sears warrenty. I have contacted sears warranty 18 times and also with the fraud department for my bank (discover) who recorded this situation. I have requested a refund for my warranty and have been denied and they also tried to get more money from me in the amount of 150 dollars. They have not addressed the fraud they have commited and this we be dealt with in court because I am filing a claim against both parties involved. This is unacceptable from a company such as sears.

Called Sears Home Service to schedule a repair on a refrigerator that was not working properly. We have a maintenance agreement with Sears on this appliance. The call was made in the middle of March around the 15th. The earliest appointment was for April 20, 2022. More than a month without a working refrigerator! On April 19, 2022, the day before the scheduled repair appointment we received a phone message that the appointment was cancelled and would have to be rescheduled! The earliest it could be rescheduled was May 17, 2022! ANOTHER MONTH WITHOUR A WORKING REFRIGERATOR!

4/4/2022 called for service due microwave inoperative

4/6/2022 tech arrived "I told him main board @ fault" after checking he said have to reschedule due oven needs to be removed and requires 2 men.

4/13/2022- 2 techs arrive "I again told them it is the main board and that the oven does not need to be removed because main board is located behind the upper control panel". 2 hours later after they re-assembled and installed the oven they said they have to replace the main board. They removed the board for repair because they no longer make them "I reviewed the internet and found I could purchase all the boards I wanted from several suppliers".

4/20/2022-still have not heard from sears email or phone call. Called their home services number, recording said the board has not shipped yet.

Tried to talk to anyone about when I can expect board, it is impossible to find any number. Bottom line so far I don't have a oven or microwave to cook because cheap company sent my board for repair so they could save nickles when I paid $1000 for this service contract. I had 2 houses with their contracts for 9 years and 5 service calls and they always never had the part and had to send my part away for repair with down time 3-4

Weeks for me. Their advertisement says fixed first time.

Dishwasher gave HE error indicating heating element problem on 2/18/2020. I purchased the unit on 7/6/2020 with a 5 year protection agreement. I promptly called to have it serviced. Service technician has so far been here 3 times and the parts he is getting are not right even though he's using the model number to order them. As of 4/11/22, dishwasher is still broken. The problem was a burned wire connection to the heating element which could have resulted in a fire. This was clearly a defect in the unit. I have been unable to reach Sears dispatch or any department with Sears who can get the correct parts or provide a replacement per my protection plan.