Sears
reviews and complaints

I have a Sears "Master Protection Agreement" and documentation of same. When I call Sears for repair (ice-maker in refrigerator), after waiting forever on their phone tree (Covid is the current excuse), I get someone who tells me that they are from "Sears Home Services" and not from "Master Protection" and since my number is from their "Master Protection" section they cannot help me... BUT... "just call this number instead" and then they give me another bogus number that takes me to another phone tree ending up with "Sears Home Services." They do not recognize my phone number(s), or Name, or Purchase Date either. Doing this online is no better.

I live in Hawaii. I can fax my Sears Master Protection Agreement to anyone who needs to see it.

I have an LG washer and dryer which I bought at Sears a few years ago. My warranty was about to end and I received a phone call from Sears with the offer to buy a new protection agreement. First of all, I didn't want to buy it, but the representative said that they offer 12 months interest free if I use my Sears credit card. I agreed, $70 a month is not as bad as $726 in one payment. I received my first bill, paid $100, 1 month later I received the second bill with the interest charge. More than 3 hours later, I'm still on the phone with Sears, I've been transferred 5 times already from one department to another with no help. The only solution I see right now, is to cancel my agreement. After finally speaking to their employees, I was told that they do not offer interest free payments and their representative misinformed me!
I call it a False advertisement in order to sell their services. Be cautious, when you buy something from Sears so that you don't spend hours with them on the phone without any help.

I have been shuffled around, lied to and completely ignored! You have no intention of paying anything that is due us. I'm disgusted with being on the phone listening to the same recording for weeks for hours each time on hold. Noone knows what they are talking about and we've been misled over and over. Disgusting way to treat people! I have claim numbers and cant even get a person to tell me what the status is!

I ordered ONE product and now I am getting 4 due to a "glitch" which your company confirmed. All I want are prepaid labels to return the extras, but I get NOTHING from your company. I also asked for a hold on the extra charges on the credit card and was told no. In addition to the 3 incorrect charges there is also a random $5 charge. ALL of these charges IMO are fraudulent on YOUR part. Please resolve.

Absolutely impossible to get any help or even to speak with a human. My product was covered by their master protection agreement, repair parts are no longer available, and I get bounced from one person to another. UI own a five burner Kenmore grill with outside burner and rotiserie unit. A Sears technician ordered a replacement regulator for it. Sears says the part is no longer available and promises I'll get a call re compensation for this. They don't call and no phone number gets me to anyone who is helpful.

My 3 year old Kenmore Elite refrigerator completely went down in March 2021. This was a $2200. + purchase and I have renewed my protection on it.
I got service on it and it was fixed.
I filed online for food loss on the following Monday.
I was told it was approved on April 1, 2021 but I haven't received a check.
I have called so many numbers and I just can't get anywhere.

I haven't been reimbursed yet. 3 months and when I do talk to someone they can't help me or can't find my information.
Now the automated says Network is out. 2 WEEKS!
I paid for this plan so I should be reimbursed. My claim was for the maximum amount of $300.00.

I would like to get some help in resolving this issue.
Thank you

bleach port rusting and degrading, ongoing problem since 2014. Bought machine in 2011 and I did report with no resolution. this is a not a problem I have caused as I always leave my machine open after use. This is a flaw in design by the builder and should be taken care of by them with help of Sears to the maker

I purchased a refrigerator, more than 2000, and paid for 3 years master service.
Within 1.5 years I have had more than 6-7 services for: broken ice maker, ice maker did not work, freezer was not working, freezer drawer get stuck and did not come all the way out... and multiple issue. Imagine having 6-7 services within 1 year.
The refrigerator was delivered in terrible conditions, lots of damage although I purchased "brand new, no damage, open box" condition. When I contacted Sear Outlet, they asked me to prepare and pack the refrigerator to return to them for a refund.

We purchased this new refrigerator in September 2019. In February 2021 the cooler fan went bad, I called Sears direct and placed an order for a new cooler fan assemble at a cost of $70.00 so I could have our repairman fix this problem.
I was notified by email that this part had been back ordered and would not ship for a month and would ship on March 24, 2021. I took additional steps and purchase a used refrigerator for the garage knowing that daily visits to the grocery store would not be a good idea with the Covid pandemic happening.

I was notified again in March that this part was still on back order and would ship April 2021, again notified this part was still on back order and would ship May 2021, and again notified by email that this part would ship June 2021. I AM STILL WAITING ON THIS PART.

Unfortunately the used refrigerator I purchased to live through this nightmare is now going bad and I am stuck with 2 appliances are that are completely useless!

My recommendation to anyone purchasing appliances from Sears, DON'T!

We purchased our gas stove: Kenmore Elite 790.75239312, late 2017.
We have noticed ever since purchasing this stove that after turning on a top burner to the LITE position we would have a gas odor and ignition. Usually it would go away once the burner lit.

When we used the oven we were able to see the pilot light through the holes on the right side of the oven floor.
After setting the oven on bake at 350 and depressing the start button we did not see an orange glow for about 45 seconds.

When we did see the orange glow we thought that the oven was actually heating. But, about 30 seconds later, we would hear this whoosh and a small explosion. More recently, we could smell gas just being near the stove. My wife was baking over the weekend and the same gas explosion when we started the oven, using bake.

Today, I watched how the oven operated: set the oven temp, hit start, yellow below the oven floor and not immediately, but about 30 seconds later we would hear the explosion inside the oven.

After leaving the kitchen for 30 minutes, I noticed that the smell was coming from the oven vent below the control panel. I opened the oven door about 2 inches and put my nose near the opening and there the gas smell was clearly noticeable. I am not sure which valve is leaking, the oven or the broiler or another place.

I am disappointed with this product! I used to work in the specialty gas industry and have been around natural and other kinds of nasty gases for years. But, it seems like the settings and valves you are using just are not up to what I have used in years past or other brands.

Anthony Smart [protected] 7501 Hwy 229 Traskwood Ar 72167 They have sent a tech out numerous times to fix my refrigerator and I have been without since Feb and still not fixed. master warranty should replace or send a replacement till mine fixed. Live in rural area and have a disabled son at home and handicapped brother that I fix meals for with no way to keep anything cold. Needs to be resolved ASAP can not even talk with management/person about this always an excuse every time per person talk to. very flustered is why I bought the insurance (master warranty) to begin with. have replaced the same part 3 different times last times technician left on 6/10 left without it being fixed refrigerator was not even cold and freezer would not even freeze scheduled for 6/18 but could not come today due to no one come and now scheduled for 6/30 so 2 more weeks with no refrigerator.

A sears repair technician came to my home to fix my GE electric wall oven on March 20, 2021.
Model # PT7800SH2SS, serial #HF605196Q. Upon completion of the repair, the technician, Harold H., tested the oven and microwave and presented the bill. He explained that Sears Warranty would be something to think about, since we have high end appliances. He also offered a discount to the bill, if we purchased the Sears Warranty with him. The warranty transaction was done on Harold's cell phone. Our Cap One credit card was charged $127.72 for work order 7435HIALEAHFL and $49.99 for CCM*Sears warranty. On April 20, 2021 the second billing for warranty was paid by my credit card.
On May 4, 2021 I called in a work order to repair my oven /microwave wall unit. Both were not working. On May 4, 2021 a charge of $75.00 was charged to my credit card for the warranty initial fee. The same technician Harold came out and he was not able to fix the problem. Harold said he needed to order parts. May 17, 2021 the same technician Harold came out and the parts he ordered were not the correct parts needed. He claimed the GE parts department sent him the wrong parts. May 28, 2021 two other technicians came out and also were unable to repair the oven and microwave. They also said they needed to order a new relay board and control board in addition to the parts Harold ordered. The parts ordered from Harold was not the problem. So the oven/microwave remained unrepaired. On 01 June 2021 Harold and another tech came to put the parts in. Harold installed the relay board which did not resolve the issue and ordered the Power board, and a thermistor and control panel. The oven remain unrepaired. Harold told my husband that the oven could not be fixed and we were not going to be covered for further repairs. My husband became upset when Harold said that he wasn't able to fix the oven/microwave and he put back all the original parts and he was going to return all the other parts to the company. Harold stated;" it is out of my hands, you should just buy another oven, " "I can't fix it!"
I feel Harold's attitude and demeanor was very unprofessional, disrespectful and condescending to a point that I feel unsafe with him ever returning to my home.
I called Sears warranty and they confirmed 2 technicians to come out on June 16, 2021. I specifically asked that Harold not be sent out to my home ever. The agent said, she documented that on the order. I received a text that Harold was on his way. I called and asked to be rescheduled because I didn't want Harold as the tech to come to my home. Plus he "Harold" already made it clear, he was done and could not fix the oven! I was told that I would be rescheduled and 16 June 2021 would be canceled. The next text I receive is from Harold, he had billed and signed the receipt as if he came and did the service. I am very upset to say the least. My husband is very upset and stressed because of the time wasted and inconvenience, the lack of knowledge and skills resulting in a still non-operating oven and microwave. This occurrence has cause undue amounts of stress and disharmony in my house whole. I would like to know the following………..at what point can I expect to have my oven/microwave repaired and working 100%.
How many attempts should I expect before you honor the "warranty/ repair or replacement?

My washer is still under warrenty till oct 2022. I had a gentleman at my home on May 18, 2021 to look at my washer. It needed a hub drive and he didn't have one in his van. He ordered me one to come to my house, said it would take 7-10 business days. It's now June 17th and I havent received the part, it's on back order. I have called each each since the tech has been at my home, each time I get the respond to give the part more time to come in. The week of June 1st when I called the gentleman was to file a claim. When I called back the following week to check the status, there wasn't a claim to be found. I then asked to talk to someone in the claims dept. They submitted a case for me #7171281 and of course to give it another week. I have tried call yesterday 6-16 and today 6-17 and now of course the computer system is down and to try back in 24 or 72 hours. This isnt acceptable. I have a family of four and I work full time. I have been going to the laundry mat two times a week. When I called in at week 2 they said they would send me a $50 check to help cover my laundry expenses. I have yet to receive it. I want my money back that I spent on the washer and the money back for the protection agreement. Thank You. My cell # is [protected]

On 05/24 we reported an issue with our refrigerator and arranged for someone to come out to service the refrigerator. We were told that a technician would arrive a few days later, and no one showed up. Each day we were told that that someone would come and no one came. Finally on Saturday, May 29th a technician arrived and assessed the problem. The technician assured us that the part for the refrigerator would be ordered and scheduled additional service/repair for 05/03. Today, a different technician showed up without the part to repair the refrigerator. The service is completely unacceptable

We've had the Sears Protection Agreement since we purchased all new appliances from Sears in 2001 following a total loss house fire. Up until the current issue service has been very good.

In Oct 2020 our upright freezer quit working and over the next four months we had visits 8 times from techs replacing freezer parts ... costs I'm sure were 3 to 4 times cost of replacement.

In February 2021 the tech, for the third time, said the freezer was not repairable and should be replaced. The tech said he would submit his report and we should be hearing from the replacement dept soon.

By May 18 we had not heard from anyone else from Sears. I waited to call given the pandemic related issues. The gentleman I talked with aplologized and expressed his frustration with nothing being done and he even sent an email to the "district manager" while I waited on the phone.

The tech said to call back in five business days if I had not heard from them.

I called back on June 1 and the tech researched the case and informed me that she needed to send another tech to look at the freezer. The reason she gave was that the "tech dept" had not initiated the paperwork nor had they responded to any emails sent to them.

Rather than be embarrassed and outraged at the failure of the tech dept to do their job she threw the burden of responsibility back to me by wasting my time and further elongating the process by sending out another tech. I eventually convinced her to send another email to the tech dept. She was reluctant to do that but I was adamant that I didn't need to have another tech visit again. She said that they wouldn't read the email for ten days and that she doubted they would do anything.

Talk about frustrating. I did just a few minutes ago responded to the email survey sent and after writing a similar narrative my response disappeared after hitting "next" ... which is why I'm now trying this approach.

My name is Mike Reibling. All other information is contained in the case # 7138585

I got a Sears home warranty in November 2020. I had A&E Factory Service which is a Sears technician come out in November 2020 to look at the refrigerator. They replaced the compressor. I was talked into the warranty to cover any future issues. The compressor has now gone out again. Sears sent out another technician on May 13, 2021 and they identified that A&E did not run the proper software when installing the compressor. Sears Home Warranty then declined servicing the refrigerator. Sears has been referring me to A&E and A&E has been referring me back to Sears. A&E is a Sears technician, so they said the warranty needs to cover it. Sears keeps giving me the run around. They have now said they would send someone out. It has been 3 full days and nobody showed up. There was no call or anything. The notifications just kept pushing the time slot later for the serviceman to come. I have spent hours on the phone getting referred to so many phone numbers. I finally just tried to cancel the warranty and they had me talk to a head supervisor who stated someone would come out and service it, and once again nobody showed up. I have missed three days of work over a refrigerator! After all of this stress and headache, I am still out of a refrigerator.

I have been a customer of sears for all of my adult life. I have bought the majority of my appliances there and also repaired my car there 90 percent of the time.
I have never been so disappointed. I am a working mother of a disabled child. he is incontinent so it is important to me to have a sanitizing washer. I had a problem with my washer not draining. I called Sears as I have done hundreds of times. I was told that I needed a part, so I put the part/repair on my Sears credit card. It arrived so I called back the tech to install it. The box looked funky, like it wasn't a new part or had been resealed. I didn't think much of it and tossed it.
A week later, I got the same error message. This after I had paid nearly 500 dollars for the part and repair work. A tech came back around. This guy told me the part needed to be replaced. What? I was upset, how could a new part fail? He asked me if I wanted everything refunded. No, I just need to wash clothes. I still hadn't caught up with laundry from the first time. He said he would order a new part and call him when it comes in.
Two weeks later, it still hadn't arrived.
Upset, I phoned customer service, the people I talked to wouldn't let me speak to a supervisor and read me the same script at least 50 times. After I was persistent about wanting the supervisor, they gave me an option to buy a new part. I was transferred to another department where I paid nearly 200 dollars and was promised the part would be here by the 27th.
Well here it is the 30th. Still no part. I called again and was transferred several times. I really should have just taken the first guys offer to cancel the whole thing.
I have been buying clothes for myself since I work at a professional job and need to look not like a slob. I have spent 700 dollars on a repair that never happened and have ordered the same part 3 times.
Today, I went out and bought a new washer for 1050. If the part arrives before the new washer I guess I will try once more but I truly want my money back. I can't remember such poor customer service in my life.
I was trying to articulate to the customer service rep in the Phillipines just how hard my life is without a washer and he tells me that he doesn't have a washer.
I'm no expert on customer service but I have dealt with upset customers before at work. I would certainly never offer that response to an upset customer ever.
I have decades of good will with Sears, down the drain. I'm trying to figure out what kind of action I can take. They should not be doing business here, after reading many similar reviews online I'm convinced it's all a scam!

I purchased a mattress on 4/4/21 and paid $1, 150.99. Three delivery dates were rescheduled by Sears (4/17, 5/15, 5/22) and the 4th delivery date was confirmed via recording 24 hours prior to delivery for 5/29/21. I waited all day for a 7pm-9pm delivery window even though I paid $25 for a morning delivery window of 7am-10 am. The mattress was never delivered. I called customer service and the woman could barely be understood and after explaining the issue the phone line went dead. She had my phone #. She never called back and I couldn't reach anyone after that.

I came home this morning after working a 12 hour midnight shift to find out my 3 year old fridge was not working. OK this happens so we transferred everything into our older fried which still runs great, not sears brand. Anyway I called ASAP for a service appointment only to be left dead in the water without a motor or paddle. The lady just says we cant schedule anything right now and to call back in 2 days, THATS ITS IT, plane and simple. There must have been 60 seconds of dead silence because this has never happened to me and she provided me with nothing else. I asked her if I wanted to schedule this in 2 months could I and she again said now. I felt bad for her because I start griping but I realized and told her I understand its not her fault and apologized but again I was in disbelief that I could not schedule this appointment. HELP
my email [protected]@hotmail.com

In the year of 2005, I became disabled. To this date I'm disabled nothing has changed. But for some reason sears account care in 2017 disagreed with my permeant disability. this was a disability claim form on 05/01/2009 keith ciecirski claim # CAC293402/999 2610 TIFFIN DR NEW PORT RICHEY FL 34655