Sears
Reviews and Complaints

May 7, 2021

To whom it may concern:

I own a non-working appliance (refrigerator) that was covered by a Sears Master Protection Agreement (MPA). Last summer (July-August 2020) it stopped working. After several Sears repairmen visits, it was deemed unrepairable. Under the MPA it should have been replaced, but Sears did not issue any replacement and seemingly delayed progress with the ticket such that the MPA is now expired (it expired in October 2020). I do not know why there was a delay to resolve the ticket, and I have been unsuccessful in getting Sears to honor any replacement of that appliance. Despite months-long efforts on my part, multiple additional service calls, dozens of hours on the phone, and initial reassurance from Sears that the appliance would be replaced under the expired MPA, Sears will now not honor replacement because we are 120+ days past the MPA expiration.

I seek relief from Sears in the form a comparable replacement appliance under the terms of the MPA that was in effect at the time of the appliance malfunction.

I purchased the refrigerator from Sears and maintained an MPA from Sears for over 10 years. Repairs on this appliance were completed under the same MPA a few years ago. These repairs with Sears have always been slow, and the last refrigerator repairs took over 6 months to complete, but at least the fridge was working again.

July 2020 - The fridge was not functioning properly since before June 2020. I had several service calls for the fridge under the MPA from July 2020 through August 2020. By August, the fridge was deemed not repairable by Sears technicians; under the MPA the fridge was to be replaced. No more technicians came out.

August 2020 - As noted, I was informed that the fridge was not repairable; there was no working fridge; the MPA indicates to replace the fridge. I was informed to wait on the replacement process which could take several weeks. I was notified that the replacement process was something that had to be initiated and approved internally within Sears, that my role in the process was to wait.

August - October 2020: I wait and wait. There is COVID-19. I am determined to be patient. No activity from Sears to replace the fridge in August, September, or October 2020. My MPA remains active approximately until the end of October 2020, then the MPA expires.

I found out months later (May 2021) during a tenuous a call with a Sears MPA service representative that NO "CASE" WAS EVER CREATED OR OTHER ACTION HAD EVER BEEN TAKEN BY SEARS to replace the fridge from the work completed in August 2020. Despite my dozens of hours on the phone with Sears since August, only one representative had shared that with me. I think that I was not supposed to find out about that.

January - April 2021: With my apparently incorrect assumption that Sears was going to replace the fridge, I made additional repeated contact with Sears through early 2021. Sears sends new technicians to repair the "irreparable" fridge again starting Jan 2021 through April 2021. The January technician team is seemingly appalled that the ticket from July 2020 remains unresolved.

From January through April 2021, I confirmed repeatedly that service visits and parts were covered under the expired MPA because the current unresolved problem originated while the MPA was active. I do not understand why the fridge was not fixed (or replaced under Sears' discretion) under the MPA before it was allowed to expire. During the 2021 service visits, informed Sears that the fridge was already deemed not repairable by the Sears technicians from August 2020. Telephone representatives reported to me that their supervisors indicated that the fridge issue should be covered under the prior MPA due to problems starting before MPA ended. In March 2021, a representative from an Indian call center who created a "case" for replacement said he had a 97% approval rate when he created replacement "cases" according to the rules. I was later informed that the "case" he submitted on my behalf to replace the fridge was apparently denied due to the fridge not being covered by the expired MPA.

April 2021- I requested that the replacement "case" be reopened. Sears again sent more technicians come to the appliance to determine that the fridge is NOT repairable. Fridge still not working. Again telephone representatives indicate that the supervisors say the fridge should be covered under the MPA, and, at one point, I was informed there would be a voucher for the fridge; I insisted on a replacement, per the prior MPA and because I needed a fridge. I was assured that there should be a replacement appliance approval - again the fridge is deemed "irreparable, " but that the official approval had to be made by an "off-line" team within the organization. As a final salvo, the technicians made a separate trip to return to my property and gather up and recover all the repair parts for the fridge and drove off with them.

April 2021 - I had to spend $2000+ to purchase a new fridge, because I needed a working fridge, which was not as nice as the one that quit working, but I had to replace my non-operational appliance - the one that quit working since June/July 2020. Why didn't Sears repair or replace the fridge from last summer?

May 2021 - My latest call. I am informed that the "case" that is currently created and being updated by the representatives - the "case" to replace the fridge -- will never be reviewed because the MPA has expired for 120+ days now. Sears let it expire, let time move along, and now Sears does not have to honor its agreements, apparently. For months since July 2020, I am doing everything I can to support this appliance repair/replacement—even taking time from work, cancelling appointments, etc., to be present during service calls—and more than a couple of those calls were cancelled on the morning of the appointment beyond my control after I had already taken time from work and canceled appointments (that's really crappy by the way). I am informed that all the representatives can do now is type a few lines about my call, but there is no authority for them to do anything to address my situation. A new "case" will not be created because the MPA is expired now, and the latest representative on the phone has assured me that her supervisor has ruled on the 120-day rule.

My refrigerator repair/replacement should have been taken care of in August 2020. I maintained the MPA during that time and for months afterward - and for 10 years before that. If Sears really believed it should not honor the then-active MPA from the Summer 2020 repair tickets, it would have not have led me to believe that the repairs/visits/etc. in 2021 were going to be covered under that prior MPA, much less giving me supervisor-level reassurance that the appliance replacement would be honored under that same (now-expired) MPA.

MY PROBLEM: My appliance was purchased at Sears and was protected under a paid-for Master Protection Agreement from Sears, supposedly a premium protection plan, and I did everything I was asked to do regarding the evaluation and repair of my appliance when it stopped working. When I was asked schedule appointments, I did. When I was told to wait on parts, I did. When I was informed to wait on repairmen, whom you may find out weren't coming at all until the day of the appointment, I did. When I was told to wait to be notified by Sears for the next step in the process, I waited.

My appliance repair (replacement) process was initiated while it was covered under an MPA. That process was initiated over 9 months ago - 9 months! of making due with a non-working appliance and Sears dragging its feet to delay the repair process. While still covered under the MPA, the appliance was deemed irreparable and, under the terms of the MPA, the appliance should have been deemed appropriate for replacement. I did everything I was asked to do which should have facilitated the service or replacement of the appliance.

Sears - not me -- deemed that the refrigerator was an unrepairable appliance and according to the MPA rules it should have been replaced months before the MPA for that appliance ever expired. Due to the oversight/negligence/inactivity of Sears to delay the process of replacement while the MPA was active and for several months afterward, Sears has purposefully placed itself where its managers can now justify not repairing or replacing the appliance at all.

I have had no ability to advocate for myself within the Sears hierarchy to create a "case" to replace my appliance. It appears to be a violation of the MPA to not honor my paid-for, active MPA agreement and to delay and delay and to mislead me about how the process of replacement - a "case" in the Sears lingo - was never initiated last August 2020 when my MPA was active. Also, it is wholly unacceptable and injurious to me and my family to have Sears misdirect my efforts, make arrangements for ineffectual repairmen such that I and my family have to take time off from work and cancel other appointments, and for me to continue to have dozens of hours of lengthy phone calls since July 2020 - all under the deceptive auspices and apparently false pretenses that my appliance would be covered by the MPA active from last summer. The phone representatives just tell me over and over that there is an "open case" that remains unresolved, and they just keep adding a few short sentences to it each time I call - apparently, just to appease me with no real intention to help or be able to help with my concerns. As I noted above, moving forward apparently there is no intention to ever review my "case" for replacing my appliance now that Sears has delayed its business with me long enough to reach a 120+ day threshold from my MPA expiration.

Sears has broken me. Do not be lured in by Sears 30% offers to buy multiple appliances! You will never receive your appliances. Yes, we all realize that due to heavy demand and Covid related manufacturing issues there are legitimate reasons for delay. However, the real problem is that if you order multiple appliances Sears has a hard and fast policy of bundling multiple appliance deliveries. So with heavy demand, what are the chances that your fridge, range and dishwasher for example will all arrive in a Sears warehouse at the same time? Well the answer for us has been zero. We purchased and fully paid for three GE appliances online on November 28, 2021 and as of today May 5, 2021 Sears has only delivered our refrigerator. And the only reason we received the refrigerator was because someone in Customer Service actually took pity on us when Sears canceled the delivery of all three appliances by auto-text 33 minutes before the delivery truck was scheduled to arrive in our driveway on April 16, 2021.

Eight promised delivery dates-all failed: February 3, February 22, March 8, April 6, April 12, April 16, May 10, and May 11. The latest delivery date is now May 27, 2021. That is almost six months to the day that we first paid for our order. 9 times promised and 8 times rescheduled so far.
Eight calls to Sears to reschedule. We spent 30 minutes to an hour on each callback. Countless apologies. Sincere promises- yes, yes, yes, your appliances are in stock in the warehouse.

When we first ordered these appliances during the Black Friday sales last fall we did a meticulous accounting of all the offers provided by Costco, Home Depot, Best Buy, Lowes and Sears to get the best price on the GE appliances we wanted. We factored in every relevant factor we could think of: price, rebates, delivery cost, haul-away charges, warranties and so on. Sears was the clear winner so we bought from Sears. Unfortunately, we didn't factor in the secret bundled delivery policy. Yes, we got the best deal but we still don't have our fully paid for appliances after almost six months. We believe that if we had ordered from any of the other companies we would have paid more but we would be enjoying our GE appliances right now.

Obviously we are totally frustrated and feel deceived. They have taken our money and broken 8 promises and held our money for almost 6 months while stringing us along. We have been toyed with and can't take it anymore.

My CookTop, BTW800-1000, Model #[protected]...Master Protection Agreement expires 11/25/22. I called May 5, 2021 at 9 a.m. because my cookTop was not work well, left front burner was tuff to turn on. My appointment was scheduled for May 20, 2021 between 1 and 5 p.m. This is 15 days of not able to cook. I'm requesting Sears to pay for 15 days worth of meals due to such a long schedule date for repairs.

I have a Sears Protection Agreement and scheduled an appointment with Sears back in January 2021.

They didn't come until February. It is now May and Sears has done nothing. Parts were on back order and still are.

The same exact issue happened a year ago.

I have mold growing in my house. My role, baseboards, sheetrock, stucco, is all ruined and wet.

I have called Sears an endless number of times. No one has done anything. Sedwick called and I returned their call but now they will not respond.
This is insane unfathomable

I filled a complaint to the company since September 2020and Sedgwick was handling claim. After months of going back and forth my claim was denied in April 2021. An adjuster came to my home in January 2020 to see the damage refrigerator and the damage that was done to my flooring and rug. The manufacture is stating is not responsible for the damage that was made to my floor and rug, I felt that the manufacture is taking no responsibility. This has been a nightmare leaving with a ruined floor and rug for over 6 months.

I purchased a Samsung top chef refrigerator on November 15, 2016. It's under full warranty by Samsung. I no longer have my receipt that Samsung will accept as proof of purchase. All I need is a receipt! I call and all I get is a the run around! Phones disconnected, no answers, no way to contact anyone. Not trying to get Sears to pay for anything. Just a contact number!

I canceled my protection agreement on Dec 7, 2020 with this company and with that cancellation I was suppose to receive my check for the canceled amount of $500. It suppose to take 21 business days to receive but we are almost in May (5 months later) They never allow you to speak to a supervisor or give you a number to call to file a complaints. I've been calling every month but no resolution.

I ordered an oven on July 15, 2020 the oven was on back order and I waited for it. I never got it and could not be told when I would get it so I cancelled the order on Jan 21, 2021. I have been told multiple times to give them 2 weeks to investigate and 7-10 business days for the refund. It is almost 3 months and they still haven't gotten my money. I cant talk to a supervisor or any one higher than just customer service. This is absolutely ridiculous! I cant believe such large company would have such a hard time giving someone their money back after NEVER receiving the product!

I was told the siding would not chip or brake if it was struck by a weed eater. This is lie, just like you told me that if I had I problem you would come out and fix it. Snitch you still have not done, So why when I called twice you never sent any one out and I had to call a siding contractor to come out and fix the issue that was supposed to be covered.

I have been trying to get a replacement part for my Kenmore dishwasher since early Dec. 2020. After several fruitless calls in Dec. Jan. Feb. I was told that the service dept. could not get the part and that I need to call Sears for a replacement. On Feb. I was given a number to call. The situation was explained and I was told that I should hear something in 10 business days. I heard nothing. On Mar. 9, I called again and was on hold for 1 hour & 32 minutes, and then told it was the wrong dept. I looked up the number for the Master Protection Plan and was given a case # - 7081169, and was told that I would hear something in 7 - 10 business days; again, nothing. Called them again on 3-22 and was told that I had the wrong dept. and they couldn't find a case number for me. They transferred me to another dept. (overflow dept. I think) I went through the whole scenario with another agent. She told me she was sending an email to someone and she dropped the call and didn't call me back. On Mar. 23 I called and was told that there was an "escalation" put on my case and to expect a call or email by Mar. 26. Again, nothing. Called on Mar. 30 and yet another agent told me to call Customer Solutions @ [protected]. The phone rings and rings, no answer. I am fed up! They keep shuffling me around to different numbers & departments and I am getting nowhere!

ON March 8th 2021 Sears t.v. service stated our 70 inch Sharp t.v. couldnot be repaired and would have to be replaced under our protection agreement. sears no longer sell T.V.s We were informed Sears would send us some documents with in 72 hours for us to sign and they would give us 850.00 toward a new T.V. The documents have never arrived made we have made multiple calls reaching a call center in INdia and speaking with a women named Ordan she keeps telling us the documents should arrive in 72 hours the present date is March 27th. We feel Sears is in breach of contract which was paid for and up to date . Policy #[protected]

Sears Service calls for refrigerator temperature problems. Just adjusted freezer vent first two visits.
January 6, 2021 confirmation#000818440
January 30, 2021
March 8, 2021 Service Order#40552565 Freezer & refrig stopped working; Tech needed compressor, evaporator, filter dryer parts to fix.
Meanwhile, all my food in the Freezer & Frig went bad. I filed a food loss claim.
March 16, 2021 I called Tech to confirm visit for that day. Tech couldn't order parts; Service Order#40552565was closed; Tech told me to get another Service Order# fm Sears to order the parts.
I called and told Sears Phone rep I needed a work order for tech to order parts. Rep said they could only send another Tech out to diagnose Refrigerator. I said no, Sears Tech said he only needs another Service Order to place an order for parts & return visit. The first Rep said she couldn't do that and hung up. I called back and talked to a second Rep, who also said the same thing and hung up. I called back a third time, and the Rep finally understood and gave me Service Order#40556187, to replace closed Service Order#40552565.
I gave the new Service Order# to my tech. On the day of the visit, I called the Tech again to confirm the Tech was coming. The Tech said he wasn't coming out because no one was answering the phone at the Sears parts department and he couldn't order the parts. He said he's frustrated and quitting Sears. He told me to call Sears for another Tech to come out. I called Sears back and they said a supervisor would call me. Meanwhile, I have been doing all the work coordinating with the Tech and Sears, and confirming dates of visits.
If the customer has to do all that, then what is Sears role in my Master Warranty Agreement? So far my Refrigerator is useless, and so is Sears. How are you going to fix this?

i have been waiting for 4 months to have my washing machine fixed .
sears never calls back for updates on my account. when I do talk to them it's the same old story we will call you back in two business days. no one ever calls you back what scam . save you money

My electric range caught fire today. It turned on by itself. No one else was even in the kitchen. I started hearing some hissing and popping sounds, went in to check it out, and saw that the range had flames coming out behind the control panel and black smoke rolling out. I was able to get the fire out since I was at home and nearby when it happened, but this would not be the case if I hadn't been there. This oven is extremely dangerous and needs to be recalled and refunded.

My refrigerator "died" first week of december, 2020. Took 3 weeks for the first service technician to review. Problem ended up being a bad control board. I received 3 "refurbished" control boards and 5 service technicians later it was determined that I needed a new refrigerator - which I received the first week of march, 2021. Conclusion... 3 months with no refrigerator and food loss of everything. And... I had to pay the deductible 2 x. I have requested a refund of the double deductible 4 x and am still waiting to get the money returned to my credit card account. So disappointed in what used to be the good quality of sears.

I ordered and paid for a stove burner on 2/15/2021. The order (number W947890) showed the part as being in stock and everything fine. The next day, I checked the same part and it showed as not being in stock.
I called the customer service number at [protected] and was told the order would arrive on March 1st and suggested I wait and would receive a confirmation email. I never received this confirmation email. I did decide to wait until March 1st, 2021.
I received an email on 2/26 saying the order was received and was being processed, and saying the estimated arrival would be 3/1/2021.
On March 1st, 2021, the day the part was supposed to have been delivered, I received an email saying the part was back-ordered and there was no estimated date to receive the item.
I called customer service again on March 1st and canceled the order (W947890). Customer service verified my email address and said it would be taken care of.
As of March 9th, the order still shows as "incomplete", and that it has not been canceled, nor have I been refunded the amount of $37.80.

My Kenmore elite 30 cubic foot refrigerator died on July 24, 2020. The repair man Donald Dunn useless came to the house July28, 2020 and ordered a new compress. The compressor arrived July 31 20020 and the repair man did not install it until Aug 28 2020. I had to rent a refrigerator for a month that cost my $250.00 I lost about $500.00 in food. Less than 24 hours later, the refrigerator died again. It took days for service to answer the phone. I contacted somebody 9/1/2020 and they said somebody would be here 24 to 48 hours, nobody showed up. Finally contacted sears on 9/4/2020 and said repair date 9/8/2020 confirmation date and was called 9/7/2020 and said it would be 9/15/2020. He charged the compressor on 9/12/2020 and 48 hours later the refrigerator died again, losing about $300.00 in food. I spent at least one week trying to contact service, nobody would answer any sears number. I finally call a real repair shop and had the refrigerator fixed cost me $450.00.

I have been trying to get a live person for hours on Sears service phone line to no avail. I want to cancel my $600/year contract, but so far have spent literally hours on the phone waiting for my turn to talk to the service agent but keep getting disconnected after about 20 minutes of music and waiting!
There are no options for cancelling these contracts on the website that services Sears. It can only be done via the phone. This is ridiculous and confirms my decision to void this expensive way to protect my appliances.

I purchased a KENMORE 1.6 cu ft countertop microwave at the SEARS store, which was located in the Jefferson Valley mall in New York. I was confident that KENMORE produced quality kitchen appliances but was quite disturbed last year (2020) when I realized that the inside the microwave was rusting. This product was used from April 2019 although purchased in August 2018. Therefore this is less than two years that this product has been in operation and it is rusty already. I would like a replacement microwave. Sears can have the rusty one should they desire it