Menu
Sears Customer Service Phone, Email, Contacts

Sears
reviews and complaints

www.sears.com
www.sears.com

Learn how the rating is calculated

2.3 2940 Reviews

How responsive is Sears's customer service?

944 Resolved
1992 Unresolved
A rare visitor 🌥️
We'd love to see Sears on ComplaintsBoard more often, showing their successful complaint resolution. But that's not happening yet, unfortunately. For reviewers, this means staying cautious and reading reviews from other customers (including the few already resolved ones) to understand the potential outcomes. If you get in touch with Sears, be persistent and note all important details during communication.
Verified
The authenticity of the customer service contact information for Sears has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Sears reviews and complaints 2940

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
4 reviews
Sort by:

Newest Sears reviews and complaints

ComplaintsBoard
J
11:59 am EST

Sears Whirlpool cabrio washer machine

Washer broke down in March 2021 . Would not drain clothes completely. Technician told us to get home Warranty so repair would be covered so we did. He said it fixed. We ran it & same issue. He came back out ordered new pump & control panel. Pump arrived & told panel on back order. Called continuously & got same information. After 9 months told part discontinued. Asked about new machine & told we were miss information that item not covered since we bought Warranty after first service. Tried to cancel contract & told it would be more expensive to cancel than to finish contract. We have paid $600 for contract, going to laundry mat. Now still have to buy a new machine. We are senior citizens in limited income & have been ripped off & deceived by Sears. We feel we need some restitution. James Hall [protected].

Desired outcome: We want our $600 back so we can buy a new machine & stop going to the laundry mat.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
M
M
Mr. Helpful
Los Angeles, US
Mar 12, 2022 12:09 am EST

Hi Mr Hall.

I'm so sorry for your frustration. Of course you can understand that while under this home warranty program, you have the ability to have your appliances serviced, repaired or even replaced. Of course there are regulations which are outlined, in writing, when one chooses to subscribe. You may find that continuing with this program, beyond your contact, is actually advantageous.

ComplaintsBoard
R
8:59 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears Refrigerator Repair and Warranty Contract Fraud

We contacted Sears to repair and refrigerator that quit cooling in the fall of 2021. It was still under factory warranty. They came and fixed it but charged us $500 and also enrolled us in their service program.

A few weeks later we had a leak from the icemaker. We called and they sent a technician out who did not fix it but ordered a new door for the fridge and scheduled another warranty visit by a sears tech, he came and could not fix it. He called and scheduled another tech to come out a couple of weeks later. He came, could not fix it and charged us several hundred dollars again . By this time we had sold the condo and had to have the fridge fixed. We called a local independent repair person who came out and fixed the issue and charged us and we paid $500+.

We called sears and complained and they agreed to cancel our service contract and gave us a cancellation number.

They continued to send notices to our credit card to be paid for the monthly service contract. We called sears again and they again agreed to cancel the service contract. and gave us another cancellation number.

But they continue to charge us every month. We paid sears well over $1000 for service to that appliance and only got satisfaction when we paid another $500 for a real repair by a local independent repair person.

Sears has a byzantine process of routing you calls for help to and then through numerous departments. None of whom resolve anything.

Desired outcome: Refunds and cancellation of the monthly crages

Read full review of Sears and 1 comment
Update by Randy and Cindy
Mar 09, 2022 8:47 am EST

We purchased a condo with a Kenmore fridge. We had an issue with the appliance cooling so we called sears service. The refrigerator was still under factory warranty. We called Sears Service and scheduled a repair which was completed and repaired. We paid about $500 for a repair that was covered by factory warranty. At that time they got us on a service contract, though we never signed for the service contract.

We then had a leak from the ice maker a few of weeks later. We called Sears service. They sent a repairman who did not fix the issue. They ordered a part and sent another repairman over who also did not fix it. But he forged our signature on a form that indicated we accepted the repair as complete. We called again and they send another repairman who failed to fix the fridge leak.

By this time we had sold the condo and had to have the fridge fixed. We called a local appliance person who ordered a part and fixed the leak We paid him over $500.

We called Sears and they agreed to cancel our service agreement. Gave us a cancellation number. They continued to charge us. We called again and they gave us another cancellation number, They still continued to charge us monthly.

They continue to send monthly debits of $49 to our credit card and demand payment.

This organization is perpetrating fraud on us and from what I read on many, many others. They set up a byzantine complaint process that routes you through multiple departments each of whom them send you to another department. In the end they simply de-fraud us monthly.

Hide full review
1 comment
Add a comment
I
I
imjnla
Los Angeles, US
Mar 16, 2022 12:24 pm EDT

File a complaint with Federal Trade Commission and your state Attorney General. The more complaints filed maybe the government empowered to protect the consumer from unethical business practices will eventually do something meaningful.

ComplaintsBoard
G
4:50 pm EST

Sears Filing a food loss claim on line, due to refrigerator/freezer failure.

Service date, 03/04/2022

Unit number 0008309

Service order number 4013041

Kenmore refrigerator/freezer

Gerald r. Tilson

44487 white pine circle east

Northville, mi. 48168

[protected]

Master protection agreement

After filling out the multiple page food loss claim form, I tried to submit it, the total of the loss dollar amount would not calculate, and when trying to submit it, error kept coming up on the screen, I deleted all the information and reentered it again, same result, then again same result,

It seems that the form is designed to keep customers from actually making a claim. I have close to $250.00 worth of spoiled food due to compressor failure on a machine bought in 2017.

This is hardly good customer service, which is what I paid for with this master plan.

I could not find any way to complete and submit this form.

Desired outcome: please refund/reimburse my lost food expense.

Read full review of Sears
Hide full review
ComplaintsBoard
H
8:20 pm EST

Sears Refrigerator

Hello

My name is Hossam Elissawy and I have had a service contract with Sears Home Warranty and three months ago, I had an issue with my refrigerator due to the freezer not working and as a result, the contents inside the freezer began to defrost so all that food went bad and had to be thrown away. To resolve this, I contacted Sears Home Warranty since I had a contract with them. The service company sent a technician and he concluded that a part needed to be changed so he ordered one and I had to pay for that part out of pocket (86$) since the insurance did not cover it. 3 weeks later, the same problem occurred even after the part was changed and I called the service company once again and they tried to fix it but they said that if it happens again, then it is a pre-existing condition and that it is not repairable. They said they were going to contact the insurance company to get it replaced since they cannot fix it. I am paying 75$ out-of-pocket every time the technician comes to my home due to a service deductible plus $50 in addition to tax for the monthly membership fee. The same issue occurred March 2nd, 2022, and I called NEXTEC service company the following day and they said that they contacted the insurance company, and they were supposed to call me in order to set up an appointment to replace my fridge, but they never did. So, I called the insurance company on March 3rd,2022, and they said that they cannot do anything because it is not covered under the warranty

at this point i tried my best in every possible way i can no method went anywhere with them

all I'm asking is to get my refrigerator fixed if they don't want to replace it

this is why I'm writing to you in order to seek your assistance

look forward to hearing from you

Regards,

Hossam Elissawy

Desired outcome: need my refrigerator fixed or if can't be fixed i need a replacement

Read full review of Sears
Hide full review
ComplaintsBoard
J
6:00 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears Delivery

Totally dissatisfied with Delivery

Joanne Keegan

To:

[protected]@searshc.com

Tue, Jan 18 at 12:24 PM

to whom it may concern,

On January 17, 2022 my order was delivered. firstly, i NEVER RECIEVED a call the night before from sears telling me my delivery window time, by 11:30 on the 17th STILL NO CALL from anyone, I had to call and find out when my foundations would be delivered!

The driver calls and we ask him if he has a mask, booties and gloves. he replis I have a mask, I'm not allowed to wear booties it's in my CONTRACT, I could slip and fall? we tell him we'll give him booties at the door just to enter our home, he continues to argue with me over the phone about the booties policy, so we tell him he'll have to remove his shoes, he says he'll talk to us when he gets here. When he arrives he goes on again about the no booties policy in his contract, so we tell him then he has to remove his shoes, HE REFUSES, after we tell him if you don't remove your shoes or put on these booties you can take back the foundations and we'll just cancel the order, at this time he puts on the booties we supplied, his boots were filthy, he had no gloves on and his hands were also filthy. We are in a pandemic and who knows where he's been and what he touched and stepped in, this was TERRIBLE and I had to pay $79.99 to be treated like this by some young punk? The other delivery man REFUSED to come in and when he got the old twin foundations he just THREW THEM DOWN THE STAIRS, anyone, child, dog, person could have been walking along the pathway, he couldn't see if they were coming.

After the foundations were in place we noticed a piece of the plastic on the end was coming off, the delivery guys answer to that, "it's only plastic bro", he took a picture of it.

This was a terrible delivery experience, and to think you charged me $79.00 for it is a disgrace. It states the delivery men will remove their shoes, we'll they REFUSED. We feel we should be reimbursed for the delivery charge and if not this will probably be the last time we buy from Sears. Train your delivery men to better respect the customer, because without us Sears and them would not have jobs.

J.R. Hill

ORDER DETAILS

HOME DELIVERY STATUS: Processing

Delivery Address

JR Hill

Phone

[protected]

Order Date

Sun, Jan 02, 2022

Estimated Delivery

Mon, Jan 17, 2022

Salescheck #

[protected]

[protected]

ITEM DETAILS

Stearns & Foster 9" Standard Profile Foundation Twin XL/Split King

Item: [protected]

Model: [protected]

KSN: 4308503

UPC: [protected]

Size: 79.0 x 38.0 x 9.0

Condition: New

Mattress Recycle Fee: 21.00

Sold by SEARS

Sears Return Policy

PRICE QTY ITEM SUBTOTAL

Sale $175.99

Reg.$359.99 2 $351.98

Item Total $372.98

ORDER SUMMARY

Purchasing Info

Billing Address

JR Hill

16425 Harbor Blvd, Apt 247

FOUNTAIN VALLEY CA 92708

[protected]

Order Summary

Sale Price Savings $368.00

Subtotal before Tax $351.98

Sales Tax $32.56

Shipping & Delivery

Delivery $79.99

Order Total $485.53

You saved 368.00 on this order

How You Paid

Total Charged to Sears Plus ending in************4782

Account type: CreditCard

485.53

TOTAL PAID 485.53

Joanne Keegan

,

[protected]@sears.com

Thu, Mar 3 at 1:23 PM

This is the 3rd attempt to try to get my $79.00 delivery charge taken off my bill. I have called your customer service dept 3 times previous to today's 10 times with 10 different phone numbers and have been given wrong numbers and NO ANSWERs or my MONEY REFUNDED, just hung up on or transferred to another dept. Now we are given this email! This is a disgrace, we have NEVER had this problem trying to contact Sears before, we are 40 year customers. If this is not resolved we are contacting the BBB, and then closing our account with you. Please contact me that you received this email, [protected]@yahoo.com or [protected].

J.R. Hill

Desired outcome: Refund of my $79.99 delivery charge. I would like a response to this email.

Read full review of Sears
Hide full review
ComplaintsBoard
S
12:53 pm EST

Sears Master protection agreement with sears for a refrigerator

I have been working with Sears and the Master Protection Plan for almost a YEAR! It started in June of 2021 my top freezer refrigerator kept freezing up and not auto defrosting, was happening for 9 months but did not call until June 2021 due to Covid-19. It took 2 weeks before I could even schedule an appointment due to their systems being hacked and no appointments could be made due to their systems not functioning. Finally, in mid-June 2021 I had an appointment scheduled for service for July 3rd, 2 days before this date it was cancelled and rescheduled for July 17th, again a few days prior I was contacted that this date would not work due to service people out with Covid-19. It was scheduled now for July 24th between 7am-11am. I received recorded call that morning a little after 7am saying the service tech was on his way, after more than 15-20 calls that Saturday and no one knowing where this tech was, he finally showed up around 5:15pm with no call to let me know he was on his way. As this person approached my door it appeared, he was intoxicated! I told him to leave! I called Sears back immediately to file a complaint, they said they would take appropriate actions and get back with me, they NEVER DID! Sears had sent 2 parts, a new freezer thermostat and freezer defrost heating element, I watched a You Tube video and installed them myself. I waited several weeks and never hears back from Sears and my freezer was again freezing up, so the new parts did not work. I again called in early September 2021 to schedule another service call it was scheduled for October 12th, the day before the call at 4:30 pm Nora from Repair King called to tell me that they could not come that Sears did added it in error and I would have to call Sears back to reschedule! After 5 more calls to Sears, I finally got someone to help me on the 13th to reschedule for October 21st. The tech came and checked the 2 parts I installed and looked at the old parts and determined the new parts were installed correctly and there must be some other issue. So, he advised to have the mother board replaced and called his manager for approval, so now I had to wait again for the part to arrive and schedule another appointment. On November 16, 2021 the technician arrived and replaced the mother board. The tech was here about 5-10 minutes and left saying this should fix it. A few weeks later I checked the freezer and again ice buildup in the freezer so called again and scheduled another appointment for 12/20/21. I waited all day for the tech again only to have the sane tech that showed up at my home back in July intoxicated sent to service my refrigerator on this day! I had informed Sears each time I scheduled a new service call to NEVER send Tech Tim C. ever again but they did. I politely asked him to leave my property, he did. So back to calling again was connected to an escalation team who rescheduled the appointment for Thursday, December 23rd. This time they sent a newer tech, Joseph S. He was very polite and inspected my freezer and then called his senior tech (Wesley) to review the issue. Joseph had his phone on speaker, so I was able to hear the entire conversation, Wesley reviewed all 3 parts that had been replaced and then asked Joseph for the model number. He then asked is it a 111 which Joseph said yes. Wesley then said that this top freezer refrigerator made by Daewoo was a piece of crap and this was a known issue with this model and that replacing the parts were known not to fix it. He advised Joseph nothing else could be done and that my Sears Master Protection Warranty should cover and replace the refrigerator and they would put this information in their Tech notes. They told me to follow up with Sears on the process to have the refrigerator replaced. On 12/27/2021 after the holidays the nightmare of trying to get an answer and approval for a replacement refrigerator began! At one point I was contacted stating a tech would need to come back to my home to verify the refrigerator was not repairable, I told them no as it was noted in the last technicians notes to the refrigerator was not repairable, but they said I had only had 3 service calls and needed a 4th for before this could be done. I said, what will the next tech say except the same. After numerous calls 19 in all from 01/06/2022 through 02/01/2022 with so many excuses from Sears I finally spoke to someone who advised me to contact the Service Tech Joseph who wrote the final notes that my refrigerator was not repairable. I did still have his cell number and called him and asked if he could advise his district manager regarding the issues, I was having getting approval per the advice of the customer service person I had spoken to. Joseph did call me back that afternoon and said he had put in his tech notes the refrigerator was not repairable and advised me he gave my number to his district manager and she would call me back. I never heard back from her but did finally receive and email from Sears Home Services after endless calls and hours spent trying to resolve the issue on 02/07/2022 for approval of replacement with a dollar amount.

Desired outcome: The replacement refrigerator I want to purchase is not sold at any Sears affiliate. I want a check sent to me directly to purchase a replacement refrigerator of my desire and Sears to pick-up the non repairable refrigerator.

Read full review of Sears and 1 comment
View 0 more photos
Hide full review
1 comment
Add a comment
I
I
imjnla
Los Angeles, US
Mar 16, 2022 1:05 pm EDT

File a complaint with Federal Trade Commission and your state Attorney General. Your state may also have a Consumer Affairs dept.

ComplaintsBoard
B
4:54 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears Kenmore elite bottom freezer compressor failure

Bought Kenmore Elite Grab-N-Go Bottom Freezer Refrigerator

Model # 795.73167.610 on May 2018.

The Compressor Failed and we lost all the food.

Sears sent a technician and he Diagnosed that Compressor is gone, still under warranty and he replaced it.

He also mentioned that the Compressor is Manufactured BY LG and they have been aware of problems with there compressors and refused to recall. He replaces at least 3 faulty compressor every day.

Cost us $600 for labor to replace the compressor.

My Complaint as Sears and LG were aware of compressor issues, Customers including me should not have to Pay anything to get a replacement compressor.

My order # [protected]

Desired outcome: I am asking for Labor cost and loss of all spoiled Food. $1200.00

Read full review of Sears
Hide full review
ComplaintsBoard
E
6:59 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears Kenmore range

My elderly mother has a kenmore range that I bought for her with a service agreement. Her oven on the range has been out since Thanksgiving. She has had several service calls to come out and fix the range. The first time it was fixed it went out again in about one week. She has set up another appointment but that appointment no showed 12-31-22. She set up another appointment in January the technician came out and said that he needed another part but because it was the 3rd time he told her to call him when the part came in. The part arrived in about a week. The appointment was again set up for March 4, 2022 but because she has had multiple problems, the appointment was moved up to 02-15-22 at 0800 and because she is elderly she wants her appointment early am. When she gets one scheduled my brother or I have to take off our jobs to be there because she does not want to be alone or we arrange for a neighbor to be with her. Taking off our jobs cost money and time but we do it anyway because it is our mom. But does Sears care, oh no! The technician was a "no call no show" on 02-15-22. So I called again today and they wonder why I am upset! My Mom should not have to be going through this. The highlight of her day is cooking. We could get someone to fix the appliance, but sears will say someone else messed with the appliance and caused the problems. You wonder why sears is in trouble, it is because of the way they treat their customers. God does not like ugly and he is not to fond of pretty. His memory is not short like ours. When you do people wrong he sees and he knows all. Sears should have replaced my Mom range with a new one. The people that they are contracting is making them look very bad. Sears, you sold my mom the Kenmore range now you need to make it right!

Desired outcome: a new Kenmore range to replace the defective one that was sold to my mom.

Read full review of Sears
Hide full review
ComplaintsBoard
R
1:11 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears No show scheduled repair

First appt 2/7 Part ordered Repair scheduled 2/18 8-12AM Call at 11:15AM Tech not coming no reason given Caller's English was not adequate Rescheduled for 2/22 I called to say this was not acceptable-they agreed to send someone that day since we had placed a large grocery delivery for that afternoon, He was another no show Next appt now 2/28 no explanation and the notes say we canceled the appt on the 18th which is a lie I have kept everyone's name I spoke to This is our refrigerator and we are a family of 6. I do not appreciate being called a liar and am sick of putting bowls of ice in the frig to maintain the temperature so what little food I buy stays cold We need milk for the children and the mini frig doesn't cut it

Desired outcome: Get me a repair technician on Monday 2/21 please. Apologize for saying I canceled when I sat home for 3 hours waiting and then lying to me about sending me a technician that afternoon

Read full review of Sears
Hide full review
ComplaintsBoard
R
3:09 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears Refrigerator

Hi,

Our Refrig has no Ice or Water since Nov 2021 . I have been getting the round around for 3 months now.. they state part ordered ( new door) on Nov 26, 2021. I have called several times to follow up. I have been told it's in transit? I have the Sears Service agreement.

Desired outcome: Get fixed or replace

Read full review of Sears
Hide full review
ComplaintsBoard
B
3:15 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears Dishwasher

My Dishwasher which is covered under a protection plan has been down for repairs for over 3 months, 5 technicians have been here to replace numerous parts and presently more parts are on backorder with no ETA,I have contacted the service department several time to get a status with no return calls or email.

I would like to have the unit replaced you have spent more in parts than its worth, a couple of the parts have been replaced twice.

Please help me resolve this issue I have been more than patient.

Robert E Brown

112 Verona St

Elmira Heights, NY 14903

[protected]

[protected]@aol.com

Desired outcome: Replacement

Read full review of Sears
Hide full review
ComplaintsBoard
K
11:55 pm EST

Sears No warranty repair service, no show repairman.

My washer broke Friday, January 21, 2022 after store hours.

We called the 800 number we have Monday morning, January 24, 2022 and stated the problems. An appointment was scheduled for Wednesday, February 2, 2022 between 10am and 2pm with Sears Appliance Repair at 121 NE Hampe Way, Chehalis, WA. [protected].

Wednesday morning, Feb.2, we received an email stating that this appointment was rescheduled for Thursday, February 3, 2022. No reason was given.

The repairman sent a text message to my husband’s phone the morning of Feb. 3, 2022 to confirm this new appointment. Karl did not see the text. The repairman did not call to confirm. When I called and inquired as to why the repairman didn’t call to confirm I was told that he didn’t have to. As a result the repairman was a No Show. He ordered parts for the washer based on the information we stated when the appointment was scheduled. He signed an X for Karl’s signature for the repair parts.

The repair parts arrived Thursday, Feb. 10, 2022. I called Sears Appliance Repair asking for an appointment earlier than the scheduled February 14, 2022 appointment being parts may be incorrect and need to be reordered. An appointment was scheduled for Friday, February, 11 between 8am and 12pm. The repairman was a NO Show, again. There was no text or phone call.

At 7:59 this morning, February 14, 2022, I received a phone call telling me that the appointment for today, which had been scheduled on February 3 for today, was cancelled and being rescheduled for Wednesday, 23, 2022! No reason given.

After researching numbers most of the morning and after several phone calls, I spoke to Maxine at [protected]. She rescheduled an appointment for Thursday, 17, 2022 between 1pm and 5pm.

An email confirmation was received at [protected]@live.com at 2:22 this afternoon.

About 4:15pm Karl received a phone call stating that the Feb. 17 appointment was being cancelled and rescheduled now for Monday, February 28, 2022! Five days later than the first rescheduled appointment of the day!

I am not happy. I have nothing good to say about Sears Appliance Repair in Chehalis, WA

They are operating out of an A & E van parked in front of the vacant, defunct Sears building in Chehalis, WA

Please, please help.

Karen Kaman

[protected]

[protected]@gmail.com

Karl Paul Kaman

[protected]

[protected]@live.com

Desired outcome: My washer repaired now!!!!

Read full review of Sears
Hide full review
ComplaintsBoard
T
1:10 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears Charged for services not received on refrigerator/freezer repair

Request for refund of $424.84 for services not provided on order #[protected] paid 11/21.

On 11/14/21 I needed a service call for repair to my refrigerator/freezer not cooling/freezing. During the service call, the diagnosis was a bad thermostat. Repairman also recommended that I get a Defrost Timer because it would probably go bad soon. Both parts were ordered, and the repair appointment was set for 12/3/21. The Thermostat arrived at my home before Thanksgiving and I received a text verifying that my service appointment would be Dec. 3, 2021 and if there were any changes I would be notified. I returned early from a trip to meet the repairman but when he had not arrived, I called the local number and was told that the Defrost Timer was on national backorder and they could not put in just the thermostat, even though I specified that I was told there was nothing currently wrong with the timer, only the thermostat. I did not receive any communication from Sears after that point.

On Jan 6, I called the number listed [protected]) which had been changed so I called the new number [protected]). There were no options to speak with anyone and no options that fit my issue. I got on a chat with a woman named "Emberly" at [protected]@customerservice. sears.com and I have that chat transcript where I asked to receive a refund for services not performed. I was willing to pay the $110.00 fee for the initial visit and the $67.26 for the parts, but after almost 2 months (including Thanksgiving, Christmas, and New Year's Eve) I had already had the thermostat replaced and no longer needed the service. The total bill was $602.07 which was paid by credit card at the initial visit. She said she was unable to handle that and would contact Sears Parts and inform them and that I could email a dispute to [protected]@transformco.com. I sent that e-mail and it was blocked by them.

Two days later, I received the unneeded Timer in the mail. I have tried multiple times to contact them again and have received no communication by text or phone or email since the text saying they would arrive to complete the repair Dec. 3, 2021.

Again, I am willing to pay the $110.00 for the initial service visit and the two parts ($67.26). However, I paid $602.07 and did not receive any of the services that they charged me $424.84 for in November of 2021.

Desired outcome: Please refund $424.84 for services paid for but not received

Read full review of Sears
Hide full review
ComplaintsBoard
C
9:04 pm EST

Sears Delivery not received

I ordered an upright freezer 11/8/2021 through Sears.com. It was scheduled for delivery12/13/2022. This delivery was cancelled by Sears and rescheduled. This began over 10 incidences of rescheduled delivery dates for this item, most rescheduled the night before with little more than an email, and sometimes not even that.

There were two “confirmed” delivery dates. The first one had them sending me multiple emails, including noticed that i would be getting a call the night before. When the call didn’t happen, I called them. I was told it would definitely be there, but they could not provide me a time frame. I was told to wait at my home the entire day 7a-9p. The delivery never came.

The second supposed delivery, I once again did not get a call despite the numerous emails and texts telling me I would. There was a huge snow storm earlier that week resulting in 20” of snow. To get into my home, I needed to dig a 40’ long path to my basement door. I called AND chatted on the online chat w representatives. No one could say where or if my freezer was going to be delivered. Finally, a rep gave me the number to the store supposedly responsible for the delivery.

When I called the store, the very nice and helpful man told me that there was no way his store would be delivering it as we were 40 miles away, there was a closer store that handled my location only 15 miles away, and his store never did Saturday deliveries.

I have had this issue supposedly escalated twice. I have never gotten a call from Sears, despite promises that someone from their team would reach out. I’ve been told to just cancel the order by reps and reorder. My item is in my area according to the store person, but since it is out of his route I would have to pay an additional $200 to get it delivered. I already paid a delivery fee.

Tonight, I called again. Was on the phone for 45 minutes, was transferred and hung up on. No one can tell me where my item is or when it is arriving. One rep told me to go to the warehouse to get it myself. Another rep told me that I can not speak to phone reps since this was an online order and that the online sales team phone division had been dissolved two weeks ago. He literally told me they didn’t exist even after I pointed out that I have been calling Sears every week for 3 months trying to resolve this.

I am so frustrated and angry. This company is horrible. Their employees lie. The store people have been helpful but are powerless if the order is from online.

Desired outcome: I want my freezer

Read full review of Sears
Hide full review
ComplaintsBoard
P
8:51 pm EST

Sears Mattress Delivered and Refund

I purchased a mattress in January 2022, to replaced an old one I previously bought from sears, hoping to receive the same results, a mattress myself and my spouse can sleep on. New Mattress arrived with holes in the plastic wrapping the mattress, mattress seems as though it was re-wrapped and was resold to me, parts of mattress under plastic wrap was dirty. Sears had delivery company picked up mattress, but my refund was not in full, sears is charging me to deliver a mattress that they had to picked up, because it was used.

Desired outcome: Please give me all of my money back, if I did not received a obvious used mattress , I would not ask to come and pick it back up.

Read full review of Sears
Hide full review
ComplaintsBoard
M
8:58 pm EST

Sears Kenmore 103.[protected] side by side refrigerator

Purchased Kenmore/Whirlpool side by side, LED displays only with new construction home on May 2020.

3 Month later all frozen foods melted and perished.

Defrosted and stocked again. Same problem a month later.

Sears attempted to charge me for service and sell me extended warranty while under warranty. Refused and had them repair it.

Five times it has been repaired. All components, controller board, thermostat, heater element, thermistor with exception to compressor where replaced.

The appliance still refused to freeze goods within 3 weeks.

Then worked for two and now it will not defrost with constant ice buildup. Sears destroyed all “DIGITAL” records and invoices for these repairs.

FF February 2022, and the appliance is still broken. Sears refuses to repair only wanting to charge the consumer.”self” or pawn it off to their in house repair company which cannot be found or contacted.

Any calls made to the previous numbers results in recordings and no phone calls returned.

Contacted attorneys in the Florida State who referred me to Morgan and Morgan. Another joke; who stated they could not do anything.

Do not buy whirlpool, Fridgidare, Kenmore, Amanda or related appliances from this company.

Had similar issues with Sears brand Frigidaire microwave.

Desired outcome: February 2022 Sears refuses to repair wanting to charge. Or pawn to in house repair techs. Calls results in recordings and no calls returned. Morgan and Morgan Esq. stated they could not do anything.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
M
M
Mr. Helpful
Los Angeles, US
Feb 13, 2022 5:04 am EST

Hi Mr Martin.

I'd like to see if I can assist.

It sounds as if you're mad at evening and everyone. I can appreciate your frustration. It helps to clarify exactly what you've purchased and to whom you're really upset with.

Kenmore is a house brand of Sears. It's true that Kenmore is not a manufacturer. They have products built by other major manufacturers and then branded as Kenmore. With that said, the relationship between Whirlpool and Sears dissolved some five plus years ago. This leaves one to ponder why Whirlpool would even be mentioned within such a complaint.

Next you refer to an "Amanda," which one might assume to mean Amana. Again, this is a subsidiary brand of Whirlpool and has nothing to do with Kenmore.

Then, from our of nowhere, Frigidaire comes up; why exactly? Do they have something to do with this fridge issue or is it strictly because of the microwave? Frigidaire is another completely separate brand. They are not related to any previous stated brands, so it's almost like you're just adding them to the complaint heap.

Next there seems to be an issue with digital receipts which you expect someone else to have access to. Does that really matter as long as you have your own copies? Generally it wouldn't be something the manufacturer or brand would ever retain — it would only be something the authorized service center might have.

Finally there's the complaint about this law firm. I can only assume they didn't agree with your side of things and may have suggested you didn't have a winnable case, so as then to the list.

Again, I can really appreciate all the frustration but, maybe, the fault does not lay with everyone else.

ComplaintsBoard
T
5:40 pm EST

Sears Kenmore elite refrigerator - compressor failed twice - 795.74043 $2900 new.

The compressor - sealed cooling system failed at 5 yrs 6 mos. Six months past the parts and labor warranty ended. While a new LG compressor is covered by their 10 year warranty, I received an estimate for labor repair of $1,600. Due to the ongoing issues with this model number and the year of manufacturing, it was suggested by a third-party and VERY reputable local appliance technician that the money would be best spent on a new model year. LG has since changed their design after the claims started rolling in. Reputation and customer service is critical to business survival. So far after several attempts to resolve prior to filing a small claims suit has not been fruitful. Considering there is a pattern of compressor failure, I would think that any magistrate, who is a homeowner, would be reasonable is discerning a positive judgement. Thank you.

Desired outcome: Prorata refund of the $2900 spent.

Read full review of Sears and 1 comment
Hide full review
1 comment
Add a comment
I
I
imjnla
Los Angeles, US
Mar 16, 2022 1:11 pm EDT

Please update on a small claims action.

also file complaints with your state Attorney General, Federal Trade Commission

ComplaintsBoard
C
1:09 pm EST

Sears About your service or lack of service.

I purchased a refrigerator in 2017,at the time purchased a service contract which that expires on 07/22. I called for service on 12/21 for service.I was charged for the call.$118

The problem has not been resolved. I was scheduled a service call for 2/7. I was told that the technician was sick and would come on 2/8.

I called to asked where was the technician?

I was given a new appointment for 2/16.

Why can't I have service in a timely manner?

Is there one professional working to resolve an

this issue?

Your prompt attention to this matter would be greatly greatly

Desired outcome: I need a working appliance

Read full review of Sears
Hide full review
ComplaintsBoard
I
9:25 am EST
Verified customer This complaint was posted by a verified customer. Learn more
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears Sears not probiding installation for my hot water tank..

On Dec 20, 2021 my gas hot water heater broke. I called Sears and they sent a technician on the 22nd of December. He informed me that my tank was still under the warranty and protection agreement. He also informed me that Sears no longer makes hot water tanks. I was sent email instructions to buy my own new tank and Sears would reimburse me up to $1399 for the purchase of it. I purchased a new tank on Dec. 23, 2021. The email also provided the number to a local installer that would handle the installation of the new tank and removal and disposal of the old one. I tried contacting them...to no avail. I then contacted Sears who informed me that they would reach out to the installer and schedule the appointment. After not hearing from anyone. I contacted Sears and they told me that they would reach out to other installers in my area After weeks of waiting and calling Sears for updates, I was then told that there were no installers in my area..and I was to hire my own installer and that Sears would reimburse me up to $499...upon calling several installers...I realized that Sears would have to increase the amount by double in order for me to get an installer. I contacted Sears and asked them to increase the amount I would be reimbursed.Sears has yet to give me the approval to spend more than $499 for installation. They keep telling me they are waiting for approval from some "offline" team. It is now February 5 2022 and I have had the new tank waiting to be installed since Dec. 23 , 2021. Sears us trying to get me to give up and pay money out my pocket for installation of the new tank when they are responsible for the replacement , installation of the new tank and removal of the old one. It is not my fault that Sears no longer has installers in my area. They are responsible under warranty to replace and install the new tank.

Read full review of Sears and 1 comment
Resolved

After contacting the BBB...the were able to mediate a resolution. Sears agreed to reimburse me an additional $200 for installation. Sears payed $700 of the nearly $1000 installation costs.

Hide full review
1 comment
Add a comment
I
I
imjnla
Los Angeles, US
Mar 16, 2022 1:15 pm EDT

Maybe a good idea to have it installed and file a small claims action for the cost, breach of contract. You will be able to show a pattern of behavior to the judge. Your state may have a Consumer law which will provide for damages, attorneys fees, court costs etc.

I
Author of the review
I
Incensed Customer
Randolph, US
Mar 16, 2022 1:43 pm EDT
Verified customer This comment was posted by a verified customer. Learn more
Replying to comment of imjnla

imjnla...I did eventually pay for it to be installed...Sears sent me $499 for the installation. I contacted the BBB and they were able to mediate Sears giving me an additional $200 for installation.They ended up paying $700 of the total $995 it cost me to install it.Sears reasoning was that it doesn't cover new parts or the installation of those parts.So. I ended up [paying almost $300 out of pocket..I appreciate your advice. Thank you.

ComplaintsBoard
P
4:33 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Sears Failure to show up and general idiocy

The initial guy showed up on December 4, 2021 to repair our refrigerator and determined the fan is not working. He ordered the part, I paid for everything in advance that day. I received the part 10 days later and informed Sears Home Repair I had received the part. Appointment scheduled for Jan 3, 2022 to install it. I took the day off work and waited and waited. They never showed. I called and ask why. I was told the part is on back order. I told them no, the part is in my hands right now. Another appointment scheduled for Jan 10, 2022. I took the day off and I waited and waited and they never showed. I called and ask why and was told the part is on back order. I got angry and said NO ITS HERE what is wrong with you? Another appointment made for Jan 26, 2022. I took off work and I waited and waited and they never showed. I call and ask why. This time they claim the repair man is sick. In the entire Albany New York Capitol Region they only have one repair man? I make another appointment for Feb 4, 2022. It’s is Feb 3rd today and at least they called and said their repair man isn’t going to show up tomorrow because he’s sick. It has been 2 months and I’m still waiting for the repair guy to show up. This is ludicrous. So unprofessional and uncaring.

Desired outcome: They can pay someone else to come fix my refrigerator. They can also reimburse me for the days I’ve lost wages

Read full review of Sears
Hide full review

Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

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.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Sears customer service

Phone numbers

+1 (847) 286-2500 +1 (800) 665-2127 More phone numbers

Website

www.sears.com

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.

Is ComplaintsBoard.com associated with Sears?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Sears Customer Service. Initial Sears complaints should be directed to their team directly. You can find contact details for Sears above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Sears. Discuss the issues you have had with Sears and work with their customer service team to find a resolution.