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Sears
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2.3 2932 Reviews

Sears Complaints Summary

944 Resolved
1987 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Sears reviews & complaints 2932

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4:55 pm EST
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Sears Sears Home Service Appliance Repair policiy

Recently we scheduled a service call for a 12-year-old Kenmore Elite microwave. The service tech said he could order parts but it probably wouldn't fix the issue and we should just buy a new one. Then, he noted we "declined service" so we'd have to pay the $250 service fee for him to walk through the door. We didn't decline service...he said it probably couldn't be fixed even with the parts we would pay for to the tune of $400+. Why on earth would we agree to purchase parts and labor if it could not be fixed? Why should we pay for a "service call" when no service was performed? There is no option with Chat on the website and no phone number that connects to an actual person. Very poor customer service and we'll never call them again. This may be one of the worst examples of customer service we've ever experienced. We believe we should be refunded the service fee since the tech said what he might be able to do probably would not solve the problem.

Desired outcome: refund of service fee

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2:32 pm EST
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Sears - Refrigerator warranty service kenmore elite

Refrigerator stopped working 9/7/23 1st appt by Sears Service 9/20/23 from 8A—5P Technician showed up at 4:15PM to say, “I know what it is, it is the compressor for this particular model. I’ve had to replace 200 of these compressors in this refrigerator. I’ll order the part and first appt back is 9/29/23” Compressor arrived at my home 9/22/2023. 9/29/23...

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2:37 am EST
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Sears - Irreparable washer & shattered trust.

My family have been loyal SEARS customers for generations. I spent summers in a SEARS catalog family home in the Catskill mountains, SEARS did my auto repairs and maintenance and so on until they shuttered a few years back. My dad still has a workshop full of Craftsman tools. Need I go on? Mostly smooth transactions for decades on end, I had no reason to...

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8:26 pm EDT
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Sears Master Protection Agreement

The Customer Service department is basically inaccessible. Every number I am given results in the same automated maze. Any email sent is returned with

a message that it is unmonitored.

I need to talk to someone who can help me fix my voided rental approval and begin a new one. I have been renting since Mid-August and my part is still on back order.

Online chat connects you to people who are unable to help...but it's the only way to interact with a human.

I need an email that I can send attachments to. Error messages.

Master Protection Agreement Rental Reimbursement claim #797620 - review history...this is the latest one that won't allow me to upload a receipt.

Claimed loss: Rental Reimbursement for refrigerator while waiting on a part. Renting since 8/17/23.

Desired outcome: Reinstate the voided claim, or back date a new one that I can submit my rental bills to for reimbursement.

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10:39 am EDT
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Sears Master protection not providing repair

I have a Master protection agreement on my Kenmore appliances. My washer needs repaired. I had an appt scheduled for 10/21/23 -2 weeks from call then rescheduled 11/2 then reschedule now to 11/14. I am very upset at these delays. I need my washer repaired. No one in the repair section will do anything for me. This is not acceptable. Ursula Morgan 5225 Royal Drive Mechanicsburg PA 17055 [protected]

Desired outcome: Repaired washer now not on the 14th but now or next couple of days.

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5:13 pm EDT

Sears No reply on after weeks on a repair dispute filed 10/10/2023, with Lela.

Sears sent a tech on 9/25/23 to diagnose why my fridge. That seemed to maybe lost freeon . As it was not cold. All my food was thawed ,over $500.00 worth. The tech Conrad was very kind ,but said the compressor blew and would cost $1700.00 .Plus had to be ordered ,which would take up to 10days. Iam 88 and only had this frig from sears 6yrs. And it was a very expensive one. Conrad did say I could buy another fridge but one like mine costs close to $3000.00. So i agreed to pay $1700.00 . I called my daughter who lives far from me for help. She came and took me to her place for a week. But as parts arrived on my porch .My neighbor called . My daughter got ice chests and I used them until Tech Yee came to install the parts on 10/4/2023. He said give it hours to cool and we should her ice being made. He had me feel the air . By evening I still had no ice . But thought give it longer. By morning no ice and the fridge was real warm again. I could not reach any live person. Thank goodness my daughter got to Sears chat option. They sent Conrad back the next day10/6/23. So now this is the 3rd visit and weeks of me buying ice. And living out of a ice chest at 88. Conrad I promise apologized he now feels he missed a freeon leak . so the frig not working again had nothing to do with the new compressor just installed. He insisted he would take care of this at NO CHARGE .That he would get the part and install it. I trusted him and appreciated him representing Sears was taking care of their error. I have been a Life long Sears customer and had no doubt with him. Well he called me saying he needed more time to locate the part. And he left the new part in the fridge. Then my daughter seen a email I had a service date scheduled for 10/9/23. After hours of working on the fridge Tech Modho P was so kind also but said the fridge actually needed a whole different part .it had not anything to do with the compressor ? Which everytime I chatted Sears they would only say replace the compressor that was under warranty. But it was not the issue now. Modho P says he was so sorry but the new part needed was around another $800.00. The form only list part as $210.91 Tax 16.35 and Labor 497.02 . And the part had to be ordered. By now I have been 3weeks without a fridge and trusted the last 3 tech visits would of fixed what they diagnosed. WE all agreed at this point I would just go buy a simple fridge.I filed a dispute with Lela on 10/10/23 who said i would get a refund or partial notice in 72 hours. Now I have spent days trying to get help. All emails the chat rep gave me only has a # [protected]. That gets you no where. my long chat yesterday with Robert only said I should replace the compressor Oh MY!I truly pray Sears owns up to this error and does something. I expaect a resolution please. ref #[protected]& #[protected] �&[protected] to see all work orders

Claimed loss: At least my $1700.00 I paid upfront. Not expecting all my food loss or weeks of waiting for my fridge to work.

Desired outcome: At least my $1700.00 I paid upfront. Not expecting all my food loss or weeks of waiting for my fridge to work.

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Update by Lois Olson
Dec 07, 2023 4:41 pm EST

Dec.7,2023 Iam truly expecting a reply from Sears, by now. This has been very hard on me emotionally and financially. At 8I will ask Curtis from channel 13 8years old it hits me plus getting help to email . As no phone numbers will go through. I appreciate this matter to get a reply . Or I will ask BBB and channel 13 in Sacramento consumer complaint dept for help. You should have all my contact information on all the work orders . Thank You Lois Olson

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3:21 pm EDT

Sears Appliance repair

I have a combination microwave oven appliance from Kenmore. I called Sears Home Services, who sent a technician out to diagnose the problem, he ordered a part, weeks later returned to install it, didn’t fix it, ordered a second part, weeks later installed it, didn’t work, ordered a third part, same result. His final analysis was they no longer make the part needed, so he initiated a 100% refund (less the $99.00 diagnostic fee. ) We paid $716.18, and are due a refund of $617.18. The service rep took each part and returned them each of the 3 times. He initiated the refund on 9/29/23. I have followed up numerous times, each time assured it was escalated and would be refunded to my credit card, but it has not! Please help me get my refund!

Claimed loss: $617.18

Desired outcome: I want a Refund to my credit card in the amount of $617.18 (agreed to pay $99.00 diagnostic fee from the original $716.18 paid)

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4:15 pm EDT
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Sears Refrigerator repair never happening

Representative assesed problem with refrigerator, suggested repair and ordered parts.

Parts received and repair scheduled, waited all day and no one showed up, no call, no communication at all. Tried to contact Sears, only got phone tree stating my appointment was in the past. Rescheduled. Again, no one showed up, received a text saying repair would show up at twenty to one AM the next morning. This was not only unacceptable but rediculas. Another text the next day setting an appointment a month in the future. Still Unacceptable. I tried three differen phone numbers and got the same phone tree with no one to talk to, couldn't leave a message and feel totally disrespected. You waisted my time for two full days and now will not talk to me after I gave you full payment. When I try to cancel you insinuate that the contract has been fulfilled. Also not acceptable. Contact me.

Desired outcome: Take your parts back and give me a full refund, or at least contact me.

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12:29 pm EDT
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Sears - Repair for fridge/freezer

Was told tech will call before coming since window is 8am - 5pm. This allows for me to call a neighbor to let tech in if I have Dr. appt or have to work. Sept. 4 23 set up appt for Sept 6th. Had Dr. appt. tech did not call before coming so neighbor was not there to let him in. Got home at 10:30 requested a go back. Advised tech WILL come back. never...

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11:12 am EDT
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Sears Washing machine service

Contract # [protected]

Service #SCCR8385FC8B

I had a tech from HH appliance on Monday September 11, 2023 visit to check our washer that was leaking & ruining my celling. After checking my washer he told us it was a plumbing issue. I called a plumber & he checked the plumbing and said it was not a plumbing issue. $150.00 for the visit and a hole in our ceiling & no results on our problem. My son in law came to visit and checked it out and it turned out to be the seal on the washing machine was torn. The tech came back only because I called to complain took pictures & never got back to us with an answer. I just called back today October 18, 2023 over a month later and left a message wondering about the status of the service & finally got a call back. from the HH appliance company to tell me the part is not covered. Terrible service and would like to know why it took so long to get results. My washing machine still needs to be fixed.

Desired outcome: Washing machine still not fixed. I wish someone would have gotten to us sooner. I would have dealt with my problem differently. Terrible service and C/S

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7:13 pm EDT
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Sears credit refund

I ordered a refrigerator 9/3/23 #[protected], About Oct 1 I cancelled the order because Sears had delayed the delivery date on me 4 times. I asked that my credit card be credited with the $2721 that was charged to my card on September 6. I was told that the credit would appear by Oct 16. To date that has NOT been refunded. I just tried trying to resolve the problem online and was told thru Just Answer that they needed to charge by card $5.00 to get the problem resolved, but my credit card sent me a notification that Just Answer had tried to charge my card $55, so I logged off.

Betty Prentice

Desired outcome: I wish the original charge of $2721 to be credited back to my credit card immediately.

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1:57 pm EDT
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Sears - Incomplete repair on bosch dishwasher

On May 10, 2023, I contracted with Sears Repair fix my Bosch Dishwasher. Service Date was 5/10/23, Service Order Number [protected], Service Unit Number 0007323. The Total Cost was $168.99. Service repair did solve the problem. June 5, 2023, Service was done on Bosch Dishwasher, order number [protected]. The dishwasher still didn't clean the dishes. July...

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10:30 pm EDT
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Sears I wanted to purchase a sears protection plan for 4 rental properties and 3 appliances in each property.

When I called and complained within the first three (3) days I told them to cancel my order completely since I didn't request the Plan for my own personal house. They said they would honor my request and then they sent me the contract which said it would expire in 2024 not 2023. So again Sears Plays its games of BAIT N SWITCH when my property was not a requested address. When I called they said they didn't have the recording where I requested a total refund of my money $766.67. I do have the proof of the conversation and will seek to hire a lawyer if I do not get my entire payment back. I have written to the BBB and am waiting for a response. Time is of the Essence and since I didn't request the Plan for my one property Why does Sears lie and changed the entire request I paid for. It is disheartening when all my appliances are from Sears and I use to love to purchase items from them. Now I do not ever intend to buy anything from Sears because of the thievery that is going on. The young man just wanted to make the sale and then forwarded the wrong address on the contract. Now they want to only refund me a portion of what I paid because they made the mistake. I want full reimbursement of $766.67.

Desired outcome: Please Credit the entire amount I paid ($766.67) for when I requested three appliances in four rental properties. Totaling 12 appliances.

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12:58 pm EDT
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Sears Repair on whirlpool dishwasher rescheduled service four consecutive days (and counting)!

Service tech arrived for original first repair/assessment of repair. Tech determined that three parts needed to be replaced. Technician ordered parts during that first visit and scheduled my follow-up repair once parts were delivered to my home. Parts arrived well in advance as ordered. Date for scheduled repair and I received a call from a different technician that they were on the way to my house for the scheduled repair. I told the technician in the phone tgat I had requested that he not be scheduled for repairs for my appliances/didn't like his work. He said he could reschedule my appointment and I said that I did NOT want to reschedule. He rescheduled me any way and I continue to have problems getting accurate responses from customer svc when I call for answers. Keep getting rescheduled four consecutive days and I have not received a definite answer if tech is coming out today or not.

Desired outcome: I would like to have the new parts installed to repair the dishwasher. Also would like better customer service and accuracy from customer service!

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1:43 pm EDT
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Sears - Bosch dishwasher built-in

Wyvone & Glenn Haymon Service Order Number: [protected] Service Unit Number: 0007323 May 10, 2023 !. Sears Came out and Clean and Maintain Service because the dishwasher had stopped cleaning the dishes for $168.99. Disher still wasn't working properly! June 1, 2023 2. Bought into the Sears Home Warranty Program. August 5, 2023 3. The repair appointment...

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2:17 pm EDT
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Sears - Kenmore freezer with a master protection service plan

We have a freezer/refrigerator that we purchased with a master protection service plan. We now are almost 2 months trying to get it fixed. We have all the parts the 1st technician ordered, the appointment has already been cancelled once and rescheduled for today. We did not receive a text last night or this morning telling us the technician was scheduled...

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8:56 am EDT
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Sears Kenmore Toploading Washer

I called and requested washer repair appointment on sept 11,2023 i was given an appointment for sept22,2023,however no one showed up that day, reschuled for sept26,2023 tech came in saw parts by the washer and said i will have to call for help i can't install this part never done it before,so tech called her boss and a couple tech and discussed situation and she proceeded,took parts out of inside and screw off back,three hours later it was 5pm and she said she had to leave to go to two other jobs and she would reschedule this for tomorrow,well since that day i have had 6 rescheduled appointments and no one has showed up and no one has called my washer is in pieces in my kitchen and the new parts are still in the box i am a senior citizen and have no one to help me do you have any suggestions? thank you for your time

mabel nameth

Desired outcome: i would like my washer fixed or replaced as i have been a customer for a very long time

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10:02 am EDT
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Sears kenmore refrigerator

bought new from sears dealer in elk city, ok aug 20,2022, after multiple repairs they finally sent new refrigerator in may 2023- now this one is broke and they tell me they have no replacement parts. i called the claim number in wv and saw no way to file claim. please advise clement harris [protected]-- the repair order number for the icemaker was # [protected]---the repair order for the door was #[protected]---from july 2023 they have postponed repair, finally last week they admitted they cannot get replacement parts and told me to call mfr warranty number

Desired outcome: new frige or money back

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9:31 am EDT
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Sears Sears Home Services

10/5/23: Repair Tech came to my home and diagnosed my refrigerator as needing a compressor. Billed me and sent me a receipt.

I called LG for them to issue a Work Order. The company they referenced does not cover my area. If I wanted the same tech to come out, I needed to provide them information on the Tech Name, The Company Name/Adress email, and telephone number so they could issue a Work Order for the same tech.

I called Sears Home Services to get this info. They made an appt for a tech to come out to my home next week to give me that information...next week! I've already been waiting on them to reapair my LG refrigerator for 4 days now~!

All this info can be simply given over the phone, not 4 days from now! Help!

Attillio Zarrella, [protected]

Desired outcome: They simply provide me with the information LG requested to issue a Work Order to replace my compressor under warranty.

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7:05 pm EDT
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Sears Master Protection Agreement

My Dishwasher is on my Master Protection Agreement. I paid $1,066.29 for the protection agreement. My dishwasher stopped working for a second time this year in July 2023. It cannot be fixed. I was told that I have been approved for replacement - LG Model #LDTS5552D on 9/20/23 via email and that I would be notified within 3 days on how to proceed with replacement. Nothing! I keep calling. No response. I have been without my dishwasher now since July. Every time I call I get the same response that someone will get back to me...NO ONE HAS! PLEASE, PLEASE, PLEASE take care of this replacement.

Desired outcome: Replace Dishwasher as promised.

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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.

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Sears contacts

Phone numbers

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

Website

www.sears.com

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