Sears
Reviews and Complaints

Major scam. I am 89 years old and wanted the ducts cleaned. They said it was full of mold and need chemicals also a UV light etc. Told me this will be a continued free service every year and only need the bulb changed also if I sell the place it will continue to the new buyers. I paid over $1900 for the service only to find out from Sears manager that's not true. I tried getting some of my money back, but they stopped answering my calls, the email given to me by the manager I sent was returned.

I read some awful responses about how other people were treated, but it was too late for me.

If you could tell me where else I can write to make other people aware of this scam, at least I would feel better becoming a victim.

Refrigerator is less than 5 years old and started to not get cold. Called out for a service technician to check out the refrigerator. Was told by Zip Appliance company that it was the compressor and to call the company (SEARS) since most compressors are covered under warrant if less than 10 years. We called SEARS and gave model and serial number. Multiple people indicated, yes, the compressor has a 10 year warrant, but they would need to send out their technician (SEARS technician) in order to make the same determination. We agreed, technician came out on 3/19/2024. SEARS technician indicated compressor only has 1 year warrant. We told him he is incorrect that SEARS warranty department told us it had 10 year warranty. Technician indicated not that model. We called SEARS warranty department again and they said yes it has a 10 year warrant but they cannot override technician and don't know why he is saying it has a 1 year warrant. So SEARS warranty says we have a 10 year compressor warranty, but technician says no. Nothing being fixed.

On December 5, 2023 a serviceman had been scheduled to address a complaint regarding a terrible noise our front load washer was making . It is under a protection agreement . He found nothing wrong but the problem persist . A tech came on Dec 8th and ordered 7 parts . I was told to stop using the washer because if I continued to use it, it could cause worse bearing problems. A technician was scheduled for December 14th but this appt was cancelled by Sears, On Dec 19th two techs came and tore down the washer completely . They found that it now needed a “spin basket” . The tech tried to ordered it but stated he doubted it would be available . If it was available he stated he would be back on January 19th. This was now a total of 8 parts that were ordered to fix our washer. I called numerous times to check on the part and was given different stories. Some told me the part was not available and I would be getting a new replacement but they needed documentation from the technician. Others told me the part was available and would be delivered soon . The appt on January 19th was cancelled by Sears. A new appt was scheduled for January 29th , however I had it moved earlier to January 26th for obvious reasons . On the morning of Jan 26th I received an e-mail that the appt had been moved to February 7th . On Feb 7th the tech came and immediately opened the box on the carport containing the “spin basket” and noted that it was a bad part , was corroded and he could not in good faith install the defective part . We were appreciative of his honesty . He then made some calls and said we would be getting a new replacement washer and that someone would be contacting us with an authorization code in 48- 72 hours . I never received any further notice so several days later on Feb12th I called Sears and they told me a replacement had been approved on February 8th. I ordered the machine they suggested online along with additional parts on Feb 12th. I was told the earliest delivery would be March 5th. Keep in mind we have now been without a washer since the middle of December . I received notice on February 24th that the machine would now be delivered on March 12th . Today, on March 1st , I received notice that the replacement machine could not be delivered until March 19th. Now, please be aware that we will have now been without a washer at a great inconvenience for over 3 months .

I cannot even count the times I have called to try and get the delivery sooner . Each time I am basically told it’s because of the delivery schedule and something to do with our zip code . I called again this morning March 1st , and was told the machine is at the warehouse but because of the delivery schedule and our zip code it would have to be March 19th . I explained repeatedly that this was not acceptable . We have been a loyal customer of Sears since the mid 80s and this is no way to be treated. I told them that they needed to make the delivery happen very soon( like March 5th ) because of all we have been through with Sears . We have even recently taken out a protection plan that covers all of our appliances . I’m really starting to doubt our decision .

I have explained above as best I can , according to my calendar notes. We now have 3 gigantic boxes of parts cluttering up our carport . Sears has yet after multiple phone calls from me been able to find a way for them to be picked back up . They were ordered by the technician and delivered by UPS , but now UPS has refused to pick them back up . After about 10 phone calls to Sears regarding this problem we have had no resolve . The boxes are heavy , my husband is disabled and like I told the reps at Sears , this is not our problem . Sears higher ups need to figure out a way to have these boxes picked up . We cannot even get our 3rd vehicle under our carport bc of these boxes taking up space .

As you can see this all seems a bit unbelievable however this is exactly what has taken place .

Please, please send this upstream to managers, supervisors or someone that can make this right .

I am asking nicely to please have our washer delivered by March 5th and the 3 gigantic boxes containing a total of 8 parts which belong to Sears to be picked up asap .

My phone number is [protected] and I would love to discuss how you can remedy this terrible situation we are in .

Sincerely ,

Sheri and Jerry Wilkie

185 Turkey Trot Lane

Hot Springs , AR 71913

My family has been without a working fridge since 1/15/24. I have the Sears Master Protection plan. The tech came out 1/17 ordered the part needed. We never heard back from anyone we would just received an automated email that said my part is on back order. Tech was sch to come out and when they never arrived we called back in on February 1st. The rep said that he would start a claim and that if they couldn’t get the part in 10 days they would start process to replace the fridge. He told me someone would contact me but if I didn’t hear back to call back on 2/11. I called and the office was closed so I called back last Monday. When I called the guy said next step is to put a replacement request in which would take another 10 days to review. Since then we have called every day and received different answers from everyone we speak to. The person we spoke to today actually laughed when we said we have been without a working fridge for a month. I find nothing funny about not have a fridge for my family. The part that always requested they said is discontinued and they can not get the part however one of the reps said they may decide to not replace the fridge? This is the 2nd time this same part went out in my fridge in less then 3 years. I have tried to speak to supervisor or managers and was told the sups don’t do anything but listen to calls. A few people said a sup would call back 24-72 hours and no one has reached back. The lady that I spoke today was rude wouldn’t let me speak and had the audacity to tell me it’s my fault this isn’t getting resolved because I keep prolonging the issue. I have speak a lot of money for the warranty and can’t seem to get anyone that actually cares enough to help. I can’t continue to go without a fridge. I have filed a complaint with BBB and have reached out to multiple people trying to get this resolved. Why is it that people say get a warranty so you will be protected I got the warranty and there is nothing I can do but wait. It would be one thing if I had been a week not 33 days. The lady that laughed at me and just put me on hold for 30 mins and wouldn’t let me talk is not a great representation of this company. Is there just 1 person I need just 1 person with in this company that will look at this and act on it. I would never wish anyone to go without a fridge for 2 days much less over 30 days

I purchased a 3 year service maintenance agreement when I purchased in February 2021. Yesterday I called for my last service and was told my phone number was not in the system and had no contract. This went on for over an hour. I asked for the complaint department number and got a woman asking if I could hear here and when I didn't answer a recording started so I hung up.

I received an email stating my contract was about to end on 0/27/24 so I called a different number and told my contract ended June 2023. I am proceeding with the next step.

My clothes dryer stopped working back in October 2023. Today is Jan 29, 2024, I paid $100 service to have the technician out, I was told the part to fix my dryer would arrive within 7-10 days. 1 1/2 months later after many calls I was told the part was back ordered then it was discontinued & I would get a new dryer per the contract. Their technician placed the order. Jan 4,2024 I was relieved when the new dryer came. However, the size ordered was incorrect, it was too large for the space in my condo. Sears said I would be charged 30%(restocking fee) since I refused the dryer or I would be given $400 towards me purchasing a dryer. Unhappily I agreed to the check because I was exhausted & frustrated dealing with Sears & the inconvenience of not having a working dryer. Now almost a month later I'm still waiting for this check. Mind you I'm still being charged $49.99/ month in fees! Is the plan is to keep delaying enough to recoup the money they will send me?

i had appointment schaduled for 4:30 pm on 1/25/24 ! i waited and no one called , i made a phone call and waited online 15 min and voice froom sears told me that they can not help me for my AC , cuz i live on 4 floor condo ! why they offered me and made me wait at home for appointment even they know i live in 4th floor, btw we have three floor but first floor is car garage ! this is very disrespectfull for cosumers ! i will write on facebook and where every i can find for review ! distrustful company !

Was informed by technician that the maintenance agreement covers all appliances in my home. Called to have my dryer services when asked them to also replaced my lint hose they told me it was not covered. That was in the summer. In September I called for my dishwasher, or should I say text there preference for communication. I eventually found the phone number to schedule an appointment. The gentleman on the phone was extremely rude when I asked why they do not respond to their text. I told him to cancel my maintenance agreement. Come December the charge appears on my card again. I called the maintenance agreement people repeated my experience to them, they offer to send a tech to my house but I have to pay $100. I asked why, since I have been paying for months for this agreement, which appears to cover nothing. I told them again to cancel my agreement. Come January they charged my account again. My card company is dealing with them. I would not recommend Sear for appliance repairs. They do not return your, call, text, and they hang-up on their customers 2x. Save your money they're not worth the headache.

t I have been patiently waiting for Sears to resolve my unfixable dryer since October 1st.

Over several months I was told the needed part was located only to be told it was not available and I would be given options for a replacement within 10 days, only to call in on the 11th day and be told the part was available and the machine would not be replaced. This cycle repeated 8 times since October with the parts and replacement departments unable to coordinate their findings.

Nobody would provide me a name or number of someone I could speak above their level who could take action and each department blaming the other for telling me things that were not accurate. I have pages of people/dates/times/countries I have spoken with, each repeated the “rules” and nobody understanding that I have been told 8 times the parts are and are not available and we are “expediting” your case only call in (nobody ever calls or e-mails me as I have been promised) and be told you are starting the process again and our case is being “expedited”. I can give you numerous “case numbers” I have been given, only to be told they are meaningless and what I was told/promised, is not documented or even true with NO indicated authorization for replacement in existance in my file.

After much investigating on my own, I secured the name/e-mail address of who I was told is a team leader and can get this resolved. I have been told untruths so many times (“I am filing a report or calling the district manager, etc.” only to be told by the next person there is no record of a report or call and they can't even reach a district manager) . I have e-mailed this person 6 times with no response.

Thank you for addressing this frustrating issue

Regards,

Michael Schwartz

I have a Kenmore Pro counter depth refrigerator that has stopped getting cold in both the freezer and refrigerator. I lost all the food for probably 500.00. The linear compressor has gone out. It is covered under a 10yr warranty for the compressor. My fridge is almost 6yrs old so the compressor part only is covered and I have to pay the labor. I am ok with that but it has to go through sears home services for the warranty. This is where the problem starts.

November 2, I called and scheduled the next available appointment which was 11/22/2023- so 3 weeks without a fridge. 11/22/2023 comes and I get confirmation they will be there between 8-12. at 9:00 am it gets updated to 10:00 am, at 12:00 it gets updated to 2:00pm. At 2:00 the appointment disappears and is canceled. At 2:20pm I call and the repair department say it is not canceled and they will be there between 7:00-7:30pm. 8:00pm comes and I get a text the tech cannot work overtime and I have to reschedule. Next available appointment was Dec. 6-2023- today (Dec 6) I was notified they would be here 2:34pm, 2:45 comes and now rescheduled to 5:05pm - 5:00 comes now set to 5:40- 6:30 still no one - called sears and they said still on the schedule and they will notify me in 15 minutes. 8:00 still no service tech. Now they have automatically rescheduled me for december 27th. I have lost 2 days of work, cannot use the refrigerator for 5 weeks, and lost 500.00 worth of food and now they tell me to wait another 3 weeks to repair a warrantable compressor - model - 795.79993.511

I was enrolleto the cardd in sears protection plan In June my AC unit broke down Sears kept on making several repair appointments on which they kept on cancelling when they sent a repair man out June 2 2023 he stated the motor was gone on the unit so he had to order a new one sears continuely make several appoitment and which everytime they cancel without explanation I went through the whole summer without AC the unit was unoperable October 6 2023 they made another appointment the repair man showed up and repaired the unit around this time I had purchased a new unit from a different company , After all of this unacceptable service I called sears to cancell my contract for the protection agreement and which I was told I would receive a full refund from which I paid in full for the year I called the agreement office and was told it was put on my credit card which was not added

I have a Kenmore washer that I purchased new at Sears in Beavercreek, Ohio. I have keep up with the Protection Plan. It is broken and we have been told the part cannot be found to replace it. According to the agreement if they cannot fix it they will replace it. The only thing I have gotten is the run around, This has been going on for 2 months now. I need answers! Any assistance is greatly appreciated. The broken part is the wire harness

I ordered a refidgerator from Sears in August. The one that I ordered & received was too large to fit in the space in my kitchen. I ordered a replacement, just like the one I had ordered but smaller. They came to pick up the refidgerator & brought a replacement which turned out to be identical to the one that they were picking up. I waited 2 months for a replacement. The large refridgerator was in the way in my kitchen & caused us to have to eat out because there was not enough room to move around in the kitchen with the large refridgerator & the one that I had filled up my small kitchen. I bought the refridgerator with a credit card. I was made to pay for both refridgerators plus $86.00 because I was told the price had gone up. I have been very patient with this matter. However, I have been making payments on the $1,330.00 that I borrowed for the refrigerator & the $86.00. Sears is wrong for not repaying the money. I have other bills to pay. I need my money & Sears doesn, t. The order number is [protected]. Inez Schiele

My LG frontload washer (stackable) was making a banging sound, the technician (Joseph) came out on 10/30/2023, identified the problem, ordered parts, rescheduled me for 11/16/2023.

Hunter came out on 11/16/2023, replaced the parts, except the gasket. He failed to look through the parts packaging which he admitted to, so assumed that the gasket wasn't ordered. He assumed everything was fine by running a cycle, told me I was good to go.

I did a load of wash and had water all over my floor, leaking down into my crawl space, now concerned about mold.

Hunter came back on 11/18/2023 due to the water leaking, found the problem, admitted he hadn't looked through the packaging. I showed him the 4 parts I found after he left, one being the gasket he missed the first time but he didn't have any help to take down the dryer so had to rescheduled me for 11/29/2023, even though he knew I had a stackable and didn't bring anyone with him. He could have fixed it the same day.

There are also 3 other parts that were ordered but not needed and I need to be reimbursed for the cost of those parts. He also told me he needed to order another gasket in order to create an appointment for me, so the cost of that part will need to be removed from my account.

I want Sears Homes Services to have someone come look at my leakage in my crawlspace to determine the damage and repair or have a contractor

repair and pay for their charges as quickly as possible.

I have been without my kitchen refrigerator (Kenmore Elite), which is covered by a Sears protection agreement, since about September 13. Sears service has been in my home September 22 &29 and October 13, 25, & 31. They were scheduled to return on November 21 but the parts have not arrived. I was advised on one of the last visits that I could file a claim for food loss. I called [protected] to find out how to do this. The woman told me she could help me, took some information, told me it had been approved and to expect a check in about 2 weeks. I have now received an email (11/7/23; Plan# [protected]; Claim # 797921) saying my claim was approved for $0.00 and I should expect a check in 10-14 days. I want to know if this claim can be refiled and, if so, how I am to do it. I did not take pictures as I was unaware I might be eligible for food loss. If I need to replace the food and submit a receipt, I will do that, but I would like to wait until I have a working refrigerator to put it in. I have been satisfied with Sears in the past but this whole thing has been very trying. I would appreciate any help you can offer.

Complaint on delayed repair service I have a sears master protection plan on my refrigerator contract number [protected]. I am completely frustrated and upset with the service under this contract, I reported my refrigerator problems of causing circuit breakers to trip on 20 October 2023, The next day I reported the unit completely quit freezing and regular refridge, 21 Oct 2023, I was set up with a tech appointment on an emergency basis for 30 Oct2023, At that service call the tech determined the unit needed a compressor, the part was backordered on 21 Oct and stayed on backorder under service order [protected], The irony is that the identical part was at my residence delivered under my last years contract and not used, I requested the unit on hand be installed but the tech said even though I had sears paperwork with it, since it was not ion the computer he would not use At that point I was seven weeks without a refridge, The second compressor unit was delivered to Dallas Texas in error on 13 Nov and then delivered to my residence on 14 Nov. The service tech named John said he would be here 15 Nov to install, Later I got a text saying my repair was rescheduled to 20 Nov, That puts it at EIGHT WEEKS my family is without a refrigerator! Is that considered acceptable?

Complaint on food loss claim service Can someone please get my refrig fixed or condemned going on 8 weeks with no end in site

I was directed to the sears food loss web site, I carefully filled out all required information ON 22 Oct 342023 When I hit Submit I got a error stating I need to contact the System Administrator, The joke on me is that no where on the web site is any information on the system administrator so that was a dead END, I waited until a got a repair order on 30 Oct then went to the website and again entered all the data and service order number, again got an error directing me to contact the system Admin, Again that was a dead

My refrigerator stopped working late October 14/early October 15, 2023. Sears approved $500 for an Alternate Service Provider late October 15 as agent stated they had no repair person in our area. I had a local repair company come out Monday, October 16th. They charged $100 to inspect refrigerator and found compressor bad. They provided written estimate to repair for $2,118.00 plus tax. They stated it would take 1 to 2 weeks to get parts and repair. Meanwhile, we had lost a small fortune in food and meds as dry ice we purchased was not doing the job. I contacted Sears again after the local repair agent left and was told Sears could get someone out the following day (Tuesday, Oct 17). After many hurdles, "Eric" showed up at our door, red faced and panting with no tools. He was an overweight man and claimed he could not inspect the refrigerator without having a SECOND Sears technician come out and detach the water line. He claimed the unit was inaccessible despite the local repair man having no difficulty getting behind it the previous day WITHOUT detaching the water line (as well as being installed and serviced by Sears several times since we bought it!). When we said we would detach the water line for him, he began yelling at me and my partner, in front of two of our autistic children, that we were not allowed to detach the line ourselves! He was red faced again, panting, mumbling to himself and yelling at us, gesturing aggressively. I am obviously disabled and the children began crying. He refused to inspect the refrigerator we desperately needed repaired for our large family, and stormed out of our house after less than 10 minutes here. He refused to give us a business card or supervisor's name, and left in a van with an A & E Factory Service logo. When I called the company, they stated they did not have an appointment scheduled at my address that day nor did they have an employee named Eric. I was terribly frightened by this stranger with erratic behavior who came into our home under the guise of working for Sears. Imagine my shock when I received an email receipt from Sears for this tech who DID work for Sears, and the lies he stated that we had refused to detach the water line and unit was inaccessible. This effectively stopped my reimbursement and/or repairs in its tracks! I NEEDED that repair DESPERATELY. It belies logic we would refuse to assist in any way possible! The tech had ZERO difficulty accessing the back of the refrigerator the day before! This man's actions toward myself, a disabled woman, and special needs children is dangerous and outrageous. He should have been fired immediately! From October 15th through October 20th, I spent more than 22 hours on the phone with Sears, trying to get repair, food reimbursement of a mere $300 (denied because Eric did not look at unit and in spite of my detailed estimate from the alternate provider who DID find the compressor broken!), and finally, desperate for a refrigerator, reimbursement because Sears would not repair it and I found a similar refrigerator that could be delivered Friday, October 20th, 2023 at LESS THAN THE QUOTED REPAIR COST. Despite authorizing $500 for Alternate Repair Provider, the only reimbursement I have received is the $100 I paid for the inspection and estimate. Food claim was denied. Replacement claim was refused. Repair was denied. Please note we have used Sears for all our appliance and appliance service needs for over 30 years and NEVER experienced such a frightening and unprofessional lack of service.

I received service on 10/8/2023 for my GE Cafe series oven. The technician did not have the part (Igniter) available for repair. The part was ordered and received by me shortly thereafter. Technician returned to complete the repair and upon opening the parts package found the igniter broken. Technician reordered 2 igniters. Both received in a timely manner, both broken. An appointment was scheduled for 11/11/ 2023 to complete the repair so I ordered the OEM part from Amazon and received it on 11/10/2023. I received an email indicating my tech would text me when they were on the way. We waited all day yesterday (11/11) and received ZERO communication. In my attempt to find out what happened to the appointment I got nowhere. I paid $2000.00 plus for a 3 year extended warranty. I am fully covered for service calls and parts. There is not a way I have found to speak with anyone other than the first line customer service agents. Requests to speak to management are met with "they are not available".

DO NOT BUY the Sears Master protection Agreement it is NOT worth the paper it is written on!

Our Freezer broke down so we called Sears (actually a company answering for them in INDIA) to report the issue. a week later a technician showed up to verify the freezer was broken so he ordered parts. a few weeks later the parts arrived so the technician installed all of the parts which do not resolve the is so he ordered more parts. The part arrived and as instructed by sears we called them requesting they send out a technician to install it. Upon call calling the company was completely confused saying they were waiting for 4 parts to arrive (which were installed on the previous call), then they changed their story saying that they were waiting for three parts to arrive. It seems that their system confuses everyone at the call in center. We requested to speak to a supervisor and were put on hold for almost an hour SO FAR! We asked to speak to a manager and were informed that they could not do that as it is against SEARS policy and we need to wait for a supervisor. In the interim we requested an early service date but were told he could put in for a sooner service date but we would need to wait for 24 hours for that department to back to us. SO, clearly the objective here is to get the customer OFF the telephone and go away as they can't be bothered. I don't know if a supervisor will get on the phone but are doubtful. If your objective is to get anything repaired through this contract or Protection Agreement, forget it! Our freezer has been down for a month, all the food had to be thrown out obviously and the soonest they say they can get here is on another two weeks so whatever you are thinking of insuring by purchasing this agreement assume you will be without that specific appliance for at least a month(best case).