Menu
Register
Write a review File a complaint
Sears Customer Service Phone, Email, Contacts

Sears
reviews and complaints

Sears's customer service contact info has been verified by the ComplaintsBoard team. We made sure it's all legit and accurate, so you can trust it! 👌
www.sears.com
www.sears.com

Learn how the rating is calculated

2.3 5 Reviews 2942 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Sears complaints 2942

ComplaintsBoard
B
3:13 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears Warranty and getting an appointment to fix riding lawn mower

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.

Desired outcome: An appointment and my lawn mower repaired.

Read full review of Sears
Hide full review
ComplaintsBoard
M
8:32 pm EDT

Sears Kenmore refrigerator repair

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.

Desired outcome: A refund of the unauthorized technician charge of $359.47.

Read full review of Sears
Hide full review
ComplaintsBoard
J
11:11 am EDT

Sears Sears Home Services

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?

Desired outcome: Stop the false advertising & stop misleading customers. I believe that you used this appointment in an effort to get me sign up for your warranty service.

Read full review of Sears
Hide full review
ComplaintsBoard
D
3:55 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears Sears refrigerator Appliance repair

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,

Desired outcome: Send me my refund $570.44 that the manager claimed was in process in April 2022, and there should be no $505.80. (I have no idea what that is).

Read full review of Sears
Hide full review
ComplaintsBoard
D
2:36 pm EDT

Sears Kenmore side by side refrigerator

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

Desired outcome: A replacement with a different model refrigerator or a complete refund. I have thrown out approximately $200.00 in food over the past 3 weeks so reimbursement for that also

Read full review of Sears
Hide full review
ComplaintsBoard
E
10:54 am EDT

Sears Home refrigerator repair

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?

Desired outcome: I want an appointment now

Read full review of Sears
Hide full review
ComplaintsBoard
C
1:43 pm EDT

Sears Buyer Beware

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!

Read full review of Sears
Hide full review
ComplaintsBoard
O
8:40 pm EDT

Sears Repair a window

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.

Desired outcome: I want my window and screen fixed.

Read full review of Sears
Hide full review
ComplaintsBoard
H
7:37 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears Case Number: 7387429 - Kenmore #75039

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?).

Desired outcome: Please refund the full cost of this refrigerator of $1,691.88 and arrange pick-up of it. Please include an allowance for the lost food over the last 6 months. Do not give me store credit, I will no longer shop at Sears.

Read full review of Sears
Hide full review
ComplaintsBoard
K
4:03 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears Service call payment made. No appointment for service made!

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.

Desired outcome: I would like to have my dryer repaired. I would like all the service reps to know their jobs!

Read full review of Sears
Hide full review
ComplaintsBoard
A
5:40 pm EDT

Sears Washing machine control boar went bad after 1 and 1/2 months Bought the washer and warranty January

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

Desired outcome: Would like a refund

Read full review of Sears
Hide full review
ComplaintsBoard
F
1:15 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears Warranty

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.

Desired outcome: report sears and their warranty licensed personnel Joshua B license number 0010777 for the fraudulent claims against myself. I would like to be refunded my entire warranty amount and reports made against Joshua B 0010777

Read full review of Sears
Hide full review
ComplaintsBoard
R
5:31 pm EDT

Sears Home service

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!

Desired outcome: A working refrigerator! Either the one repaired or a working replacement!

Read full review of Sears
Hide full review
ComplaintsBoard
R
12:29 pm EDT

Sears Home service

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.

Desired outcome: Replace my Main Board so we can cook NOW. COMMUNICATE WITH CUSTOMER AND BUY SOME SPARE PARTS SO CUSTOMERS DON'T HAVE TO WAIT 3-4 WEEKS FOR A REPAIR.

Read full review of Sears
Hide full review
ComplaintsBoard
C
5:54 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears Dishwasher repair

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.

Desired outcome: The desired outcome for me, would be to get my money back to allow me to purchase a new unit from another retailer and manufacturer. The defective unit I have is a Kenmore Elite for which I paid $1585.12.

Read full review of Sears
View 0 more photos
Hide full review
ComplaintsBoard
W
4:41 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears Home Warranty Service

I wanted to to express my complete disappointment with Sears Home Warranty and Cinch Home Services that they warranty with. I scheduled my repair appointment a week ago as the freezer and ice maker were not working on my refrigerator. Waiting a week for a repair was bad enough. The tech then came and worked on the refrigerator, however, the next morning, the issue still isn’t resolved, and the refrigerator itself is now not working along with the freezer and ice maker. I called back to have them come back to check it, and the first available appointment was 10 days away. I was not available that day, so I gave 2 other days after that even, and they could not schedule an appointment. So now it is going to be another 3 weeks until they can come and check out my refrigerator again, and who knows if they will fix it this time or not. So I am waiting for a month to maybe get my refrigerator fixed. This is completely unacceptable and a total lack of customer care and service.

So after talking with Sears and giving a second chance after my first complaint, I did not think things would get worst, but seems I was wrong. They contacted me after the original complaint and they found an earlier date to come back out and inspect the fridge. I thought we might be on the right track. The technician came, he looked at the unit and said the compressor was shot. He took a picture and then said was sending to Sears and they would contact me if it would be repaired or replaced. So I waited to hear from Sears. After almost a week, I called customer service to see what was happening. They told me the service was complete and closed. The person on the line said that the tech had put in that the fridge was made to be a free standing unit, but was put in a French door cabinet. I said, no, it is free standing and not in a cabinet. To prove my point, I sent them pictures of the unit not in a cabinet, and it is in the same refrigerator space that almost every home has. So now it is going on 4 weeks since my initial filing for service and I am still without a refrigerator. After reviewing the pictures, their customer service department still denied the claim saying it was installed with insufficient airflow. I said that it is in the space created for a refrigerator, and I had purchased the unit from Sears, and they had installed it. And it was never mentioned as an issue at installation, or the previous time I had a repair completed, which was also by Sears. To rub Salt in the wound, I asked to cancel the warranty, and was told that since I had made a claim, I had to pay for the next 6 months, or I would just be billed for 6 months worth of payments if I cancelled now. I said the claim was never fixed, but that didn’t matter.

It is completely ridiculous the way that Sears and Cinch treat their customers. Not only is customer service bad, but service recovery is even worse. After being a customer of your for almost 5 years without a claim, the one claim I do ask for, nothing is done. I will never have anything to do with Sears again, and I suggest that everyone else should not use them as well.

Read full review of Sears
Hide full review
ComplaintsBoard
J
5:54 pm EDT

Sears Master protection agreement

Our Kenmore Side by side refrigerator stop making ice on March 3, 2022. We have a Sears MPA. We called for repair and got a Technician March 7, 2022 (from Teklogixx [protected]). He said the compressor needed to be replaced.

The compressor arrived at our house on March 11, 2022. Called Tecklogixx and set up technician for March 13, 2022, to install compressor and tune up refrigerator.

Everything worked fine until March 27, 2022. Same problem as before Not keeping frozen food or making ice. Called Sears MPA they set up another technician for March 29, 2022, He said it need a freon balance and a dryer filter. He said he does not do that kind of work another technician would have to come and do it. What a waste of our time. He said to call Teklogixx and get another technician to do the work. I spoke to Kathy she knew about the problem and set up a technician for April 1, 2022. He came out and installed the dryer filter and balanced the freon. He said to leave refrigerator un-plugged for 1 hour, We did and after 5 hours it still did not make ice or keep food frozen. I called the technician on his cell phone and told him what was going on. He said to call Sears and set up another appointment. I did.

They gave me an appointment for Monday April 4, 2022 at 8am to 12pm.

I called Teklogixx on Monday at 11:45 am to see about the appointment because I had no call for someone to show up. They said that they did not get a order from Sears for repair. I received 5 tech messages from Sears stating someone would be at my house on Monday April 4th. Sears said Tecklogixx was going to do the work Monday April 4th.

Here it is Tuesday and I have no appointment and nothing is scheduled and no tech messages.

I have been a Sears customer since 1985. This not the way Sears would have treated a customer.

Jack Kyle

720 Island Shoals Rd. Covington Ga., 30016

[protected]

Desired outcome: Either fix my refrigerator or replace it as per the Sears MPA in a timely manner

Read full review of Sears
Hide full review
ComplaintsBoard
B
8:35 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears Upright freezer

My name is Beverly Landrum. I bought a brand new upright freezer from Sears in Waynesboro MS in March of 2021. It stopped working in December 2022. Called for repair. Man came on January 19th said it needed mother board. He ordered part and said he would be back February 8th. He did not show up. We went on line and it kept saying part was back ordered. We called [protected] on March 15th lady told me ( I have it recorded) technician will call 2-3 business days, no one has called. I called back March 29th they would not help at all, kept transferring me around, didn’t get any help. I pulled up our on line status and it said replacement was authorized. I feel like I have been scammed and out $1,059.00 of my hard earned money. Very very Sad right now.

Desired outcome: Want a brand new upright freezer. 21 CF

Read full review of Sears and 2 comments
Hide full review
2 comments
Add a comment
M
M
Mr. Helpful
Los Angeles, US
Apr 03, 2022 12:01 am EDT

As long as you have the uncompleted service from January documented from the service technician, you should be fine.

Contact [protected] and they should satisfactorily complete the service.

M
M
Mr. Helpful
Los Angeles, US
Mar 31, 2022 8:13 am EDT

Hi Ms. Landrum.

I'd like to assist but need some clarification. According to your complaint, the freezer stopped working in December of 2022; this can't be correct.

When was the first day you called to claim you had difficulties with the freezer?

Initially, service is always performed on any failed product; only after a number of failed attempt will the product be considered unrepairable.

B
Author of the review
B
Beverly Landrum
Laurel, US
Apr 02, 2022 10:22 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Sorry I meant December 2021

B
Author of the review
B
Beverly Landrum
Laurel, US
Apr 04, 2022 6:13 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Sorry I meant December 2021.

B
Author of the review
B
Beverly Landrum
Laurel, US
May 07, 2022 4:14 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Obviously this site is a joke also. I replied with the corrected date and still no response. Thanks for the No Help

ComplaintsBoard
A
12:21 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sears Protection agreement

I have a protection agreement with Sears home services. It appears that it is not worth the paper it is written on. I had a washing machine that needed to be repaired. I first called November 22,2021. One of sears so-called tech came out and ordered some parts that are still in my living room. These parts, by the way were not for the repair. I had to have my washer repaired by a firm locally on March 21, 2022. Appointments were set a number of times, but the tech did not show up and on one appointment he lied and said the repair was complete and he never came to do the repair.

The parts that the tech ordered I have trying to have these parts picked, but no luck, cannot talk to someone that is in the states always someone in India, The Phillipines, Se Asia. All promise to help but never do, they are to send labels for UPS to pick up, haven't seen any yet.

Another thing, I tried to cancel my agreement and get a refund for the remaining months left. I was told that I could not because the tech came out and ordered parts. I always thought that Sears was a reputable business. Boy

was I wrong. I'll never do business with Sears in the future

Desired outcome: I would like a response an apology, and a refund of my protection agreement

Read full review of Sears and 2 comments
Update by allalf
Apr 14, 2022 10:05 am EDT

I guess sears does not read the complaints. It was submitted on March 27,2022

Hide full review
2 comments
Add a comment
G
G
3gritsmom
Gautier, US
Jan 02, 2023 11:10 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Totally understand and agree that Sears service has gone way down ! Horrible customer service

M
M
Margaret Busse
Florence, US
Apr 23, 2022 5:11 pm EDT

Sorry to hear about your experience. Looks as though we are having the same experience only with a stand up freezer.

I was under the impression the Protection Agreement could be canceled even if it was used, as long as the 1 year manufacturer warranty is still in force.

ComplaintsBoard
J
11:50 am EDT

Sears Extended warranty on range

My range was under an extended warranty when the top oven light went out. I called for repair the beginning of February 2022 and was given a March 1st appointment date.

March 1st a technician examined the light and ordered two parts for it and made a new appointment date for March 21st.

March 21st a technician came and installed the parts and the light still wasn't working so he ordered another part and made a new appointment date for April 19th.

I didn't use the range that evening or most of the next day, March 22nd, only to find out that four out of five stove burners are now inoperable and the top oven is inoperable. The technician maybe disconnected something while working and did not reconnect it? I don't know.

Two online chat conversations with a rep and a phone call to a rep - all promising to have someone call me back - has not rectified the situation and no one has even called back. At last, the best thing done so far is they moved my appointment from April 19th to April 18th.

I have lodged a complaint with Sears via email and have not even gotten an automated response acknowledging that they received it.

The situation has been made much worse now than the original issue of a simple light due to technician error.

I've already received the latest part ordered by the technician and really want this stove fixed. Waiting until April 18th for all of it now is unacceptable.

Desired outcome: I would like my stove burners and oven back in operation as soon as humanly possible even if they still can't fix the light yet.

Read full review of Sears and 3 comments
Hide full review
3 comments
Add a comment
M
M
Mr. Helpful
Los Angeles, US
Mar 27, 2022 11:45 pm EDT

Hi Judy.

I'm truly sorry to hear of your frustrations.

It's difficult to determine the reason for the outages but I'm sure the service tech has taken great care to determine and work to remedy any problems.

With only a limited amount of technicians, each client is scheduled for a certain amount of time. I'm sure if an open availability for service becomes available, you will contacted about an earlier time. Please make sure your phone number is available to the specific service center.

J
Author of the review
J
Judy M
, US
Mar 28, 2022 10:33 am EDT

This is a boilerplate answer. One of Sears' technicians has broken my range and I am to sit patiently and wait for a month for them to fix what they broke? Sears should now cover the cost of me having to call an outside service to repair what has been broken by another service.

M
M
Mr. Helpful
Los Angeles, US
Mar 28, 2022 11:52 pm EDT
Replying to comment of Judy M

I'm sorry you believe that Judy.

Unfortunately there are certain assumptions that you are making, some may be correct but might, just as likely, be incorrect. In order to determine what is happening, an authorized service technician should review the appliance.

J
Author of the review
J
Judy M
, US
Mar 30, 2022 1:01 pm EDT

The "assumptions" I made have been vindicated by another service I had to call to repair my range. The Sears Home Services technician had disconnected several things under the range top and in the back, but had not reconnected them. My range is now working perfectly once he reconnected everything. I, like many others here on this board, are simply looking for a satisfactory resolution when agreements we've paid for are not fulfilled. I am now out another $120 for something my warranty should have covered in a timely manner. This has been going on since January 31st. It's simply unacceptable. Please, don't take it personally. But I will never buy another warranty from Sears Home Services again.

M
M
Mr. Helpful
Los Angeles, US
Mar 31, 2022 1:05 am EDT
Replying to comment of Judy M

I'm glad to know you're back up and running Judy. That is, after all, the ultimate goal.

Sears reviews 0

Looks like Sears has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent Sears, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

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.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

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.
Ratings on other sites
Trustpilot
Trustpilot
1.1
1591 reviews
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Sears contacts

  2. Sears phone numbers
    +1 (847) 286-2500
    +1 (847) 286-2500
    Click up if you have successfully reached Sears by calling +1 (847) 286-2500 phone number 2 2 users reported that they have successfully reached Sears by calling +1 (847) 286-2500 phone number Click down if you have unsuccessfully reached Sears by calling +1 (847) 286-2500 phone number 3 3 users reported that they have UNsuccessfully reached Sears by calling +1 (847) 286-2500 phone number
    +1 (800) 665-2127
    +1 (800) 665-2127
    Click up if you have successfully reached Sears by calling +1 (800) 665-2127 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (800) 665-2127 phone number Click down if you have unsuccessfully reached Sears by calling +1 (800) 665-2127 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 (800) 665-2127 phone number
    Sears Home Services
    +1 (866) 850-0518
    +1 (866) 850-0518
    Click up if you have successfully reached Sears by calling +1 (866) 850-0518 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (866) 850-0518 phone number Click down if you have unsuccessfully reached Sears by calling +1 (866) 850-0518 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 (866) 850-0518 phone number
    New Orders
    +1 (877) 550-9254
    +1 (877) 550-9254
    Click up if you have successfully reached Sears by calling +1 (877) 550-9254 phone number 0 0 users reported that they have successfully reached Sears by calling +1 (877) 550-9254 phone number Click down if you have unsuccessfully reached Sears by calling +1 (877) 550-9254 phone number 0 0 users reported that they have UNsuccessfully reached Sears by calling +1 (877) 550-9254 phone number
    Existing Orders
    More phone numbers
  3. Sears emails
  4. Sears address
    3333 Beverly Road, Hoffman Estates, Illinois, 60179, United States
  5. Sears social media
Sears Category
Sears is ranked 15 among 65 companies in the Department Stores category

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.