Sears
reviews and complaints

January 12, 2021

My name is: Angela Brooks,
1760 Cranston Grove Dr.
Dickinson, TX 77539
[protected]

I purchased a complete appliance suite in February 2019 that included all Kenmore products: Stove, Refrigerator, Microwave, Dishwasher, Washer and Dryer. I also purchased the Master Protection Agreement on each product. My freezer door would not close so on December 14, 2020 I contacted the service department by online chat. I was told by the person I was chatting with that all I needed was a part that I could install myself. He said he would send it to me and it would take a week. I waited a week but did not get a part. In the meantime my refrigerator went warm and stop cooling and had a gas odor. On December 18, 2020 I called the customer service number and after being on hold 45 minutes I was given a service appointment to have my refrigerator checked by a service technician . On December 22, 2020 the service technician came out and completely took my refrigerator apart. He replaced the compressor and the coils and I am not sure what else. The repair man said refrigerator was also leaking oil. He spent about 4 hours repairing the refrigerator. When he was done he said the gas smell would be gone in 24 hours if I put coffee grinds in the refrigerator. I put in the coffee grinds and a box of baking soda on the December 22, 2020. (Today is January 12, 2021 and the gases are still in the refrigerator). I gave it a couple of days and called back, after 45 minutes on hold I was told I had to have another service appointment, which I did. On December 26, 2020 the service technician came back and told me that the gases would leave eventually. I ask how long do I wait and he said he did not know. I called the Protection Agreement Dept and was on hold for two hour and 30 minutes before I hung up. I gave it a few days and called the customer service number and stayed on hold for 30 minutes. I got another agent who told me I could not get a replacement refrigerator until I have had four service calls, so I got another service appointment. On December 30, 2020 the service man came in and said to me " I have been already", I said yes you have. He checked the refrigerator and determined that the refrigerator should be replaced. I called the Protection Agreement Department again (184 minutes on hold) and was told by a supervisor they would escalate my request to see if it can get approved. I would hear back in three days. Since no one called me I called again on December 7, 2021 (2 hours on hold) with no one answering. I had to hang up. I called again today January 12, 2021 (45 minutes on hold) and was first told by Eric I was approved to get a new refrigerator but I had to wait on hold until he filled out my paperwork. When Eric came by to the phone he told me I was not approved because the refrigerator just had a gas smell. He proceeded to tell me that I had to have another service technician come out to determine where the gas was coming from. So I will take off work again for the fourth time to have this refrigerator checked. I have lost all my food in my refrigerator and my freezer.

I have followed Sears Warranty Protection Agreement process as your customer service agents has instructed me with no resolution in almost a month. That is a month without a refrigerator and having to purchase bags and bags of ice for my ice chests. It also made it very difficult preparing a meal through the holiday season. I need some assistance as soon as possible. There has to be a better way help your customers when faced with a broken appliance. By the way I was told by one of your technician told me that I purchase a refrigerator that is one of the worst Sears sells. How do you think that made me feel knowing that this refrigerator has only last a little over a year and a half.

Please contact me for assistants with this matter.

I was scheduled a repair appointment today, January 11, 2021 between the hours of 8:00 a.m. and 12:00 p.m. I was told someone would call me when they were on their way.
I pay a good amount for the Sears appliance maintenance agreement.
At 12:15 I had not received a phone call, so I called their scheduling to check on my appointment. I was told no one was coming out because the technician they had lined up to come out does not work on my brand of washing machine, Samsung. So I asked to reschedule with someone that will service a Samsung washing machine. I was told I would have to talk to their "overflow" department, and she transferred me. I was on hold for 2 hours and 20 minutes to the "overflow" department!
The person I spoke to, with his broken English, told me there was no one in the area to service this machine. He was going to submit a ticket (I think he said) to another department that would do research for someone to repair the machine. I was told this other department would contact me within 24-72 hours with an answer. Because of the Covid virus it may take longer. Now be aware I have already been one week without my machine. If I don't hear back from this other department, I should call [protected] and ask about it. That's the same department that I was on hold for 2 hrs. 20 min. I don't look forward to calling.
My washing machine's tub (drum?) came loose from the wall I guess, and it just goes all crazy loose, clanking and bouncing etc.
I am very disappointed in Sears, We have been loyal customers for 53 years, buying most all our appliances, tools and tractors from there.
Any help anyone can give would be appreciated.

Margaret McDaniel
50864 Fawn Loop
La Pine, OR. 97739
97739
[protected]@yahoo.com

My TV was "serviced" on Oct 14, 2020. I was told they could not get the parts and finally on Dec 2, 2020 I was told I was approved for a replacement TV. It is Jan 8, 2021 and I still on hold trying to find out the $$ amount I am getting to buy a new tv. I have called Sears almost everyday since Nov 6, transferred from dept to dept. Too many details...not enough space to type!

Three year old refrigerator's compressor failed due to the known issue. Spoke with warranty department and they informed me that it would be $170 for diagnostic which could then be applied $450 for labor. I figured for $500 would last another 3-5 years and would allowing pricing and selection of pandemic inventory to recovery. When tech arrived he upon visual inspection diagnosed it as compressor (he did not plug it in) and told me the labor cost would be $900. I said no thank you and paid him the $170. Upon leaving he acknowledged even the replacement compressors were junk and that he had personally replaced the compressor in his own refrigerator 3 times and that his wife wanted it out of the house. Upon his departure called my credit card disputing the charge on the basis of unfair active and deceptive practice and had the charge reversed.

I called again and requested they order and ship the component directly to me so that I could install it myself and they said only a technician could place the order.

Not sure who wins the prize for being the worst here - LG, Sears or their Warranty services. All three have lost my business forever.

I had a follow up appointment on the 17 of dec. they said they would have the parts and be ready to fix my equipment. On the 16 I rec a email saying they didn't have the parts. And to call them them. I spoke with charlie? He said someone would call it in a hour to confirm that I would be getting new equipment. That call never happened. Lulura Nichols Ankomahene 641 Tyler st. Oak ca 94603. I call today 1/4 /2021 they told me there is a two plus hr wait. That's why I'm send this note

Been waiting for my refrigerator to be repaired since September. I have 6 of 7 parts only ti be told I have to wait until the last part come. After 2 months was told oh Mrs your entitled to a new product due to you waiting so long which was not true. Been rescheduled 4 times hung up after being on hold for over 2 hours several times. I have a tech coming tomorrow but dont have faith he is coming. The last part was a non functioning bracket so the canceled the part with hopes the system or an incompetent employees won't keep rescheduling my appointments. 5 months no refrigerator. Had to purchase a used small one to get my family by. Holidays ruined and not to mention the food loss well over $500. I should be entitled to a new refrigerator for what I have been put through. Life put on hold waiting for technician that were never coming.

Initial service appt was for routine maintenance on Sept. 3, 2020. Service was completed tech said all is well the next day machine stopped wringing out clothes completely and tub still had water. Tech came out couldn't figure out the problem went to truck made a call replaced the lid lock, still did not work another tech came the next day showed up with no notification replaced the same item and issue was not resolved. Was told that another part had to be ordered. Another tech showed up in October replaced a part which he said was a temporary fix. The washer sounds like it is going to explode during the cycles and tech states that it needs a part similar to ball bearings but has no idea about when the part will come. I have repeatedly called 365 Repair Service and no one returns any of my calls and the irony is that I live in the same town where the company is located. It is now the end of the year and the issue is not resolved and no one has reached out to me . The washer is also leaking. I would like a replacement washer as I have a 12 month old child in the home and can't use the washer without mopping up water and turning the dial to the drain and spin cycle after the wash cycle is completed because there is still water in the clothes and tub. I have never had any issues with the washer until I received my maintenance check up. I have repeatedly asked for supervisors but can't seem to get any assistance. I was told at one time that a supervisor would call me within 24-48 hours and NO ONE ever called me and I'm tired of chasing around to service a machine I paid for as well as the maintenance agreement that I paid for. I expect some resolution regarding my washer soon as this has been an ongoing issue since September. My cell number is [protected] which is my preferred mode as opposed to the landline [protected]. Thank you for your time ad assistance. My name is Evangeline Croix and the washer location is in Union, NJ and the Maintenance Agreement name is Carrie Isom. The washer was a gift from my mother in 2012 . Maintenance agreement contract [protected] 00013

My issue has been going on since August2020 with not a working fridge. then we determine it is a lemon and the techs who came to repair had no idea what they were doing to say the least they were rude and ignorant.! Finally get to order a fridge in October still waiting for delivery they have rexcheduled me 4 different times already. They have yet to credit my account for $169.44 which was a refund of the warranty on a fridge that I no longer have. Your customer service is NOT I get a better response from my dog than I do with Sears. I willl never again say anything nice or purchase anything from Sears again, glad you are out of business in Pittsburgh, for the way you treat your customers REALLY! I just want a fridge in my kitchen and it seems like I will have to take the matter into my own hands and purchase elsewhere! One more thing quit playing games with people calling in and you guys putting them on hold for 2 - 3 hours been there did that done that NO MORE!

I have had a Product service agreement on my sears water softener for about 17 years. I have been satisfied with the service all of this time until now. Each year I call to schedule and appointment to have the water softener serviced. It requires a replacement of a few parts that get worn and clogged. The Tech. person told me to make sure I had it serviced yearly because even though it will look like it is working ok it will not be softening the water as it should. This year I called just before Thanksgiving and was told there was no repair schedule available in my area. They told me I would get a call to schedule me in 48 to 72 hours. I waited almost two weeks and then called again. I got the same answer. I was told this time when a repair person was schedule to come to my area they would call and schedule and appointment. My contract runs out on January 3, 2021. I called again about 1 1/2 weeks and got the same story. Now I was getting worried because I want to renew the contract but not if Sears can't provide the service. On Dec 24, 2020 I got a call from Sears wanting me to renew my service agreement. I explained. the problem I was having and told him I wasn't going to renew the contract until I was sure I could get the service. He gave me a number to call. I called the number explained my problem and was told I had the wrong department and was transferred to another department. I repeated the same story and was again transferred. This happened 3 more times with the same responses. I finally asked for a supervisor. By that time I was "mad as hell" and when she told me that there was nothing they could do, that there wasn't a repair person available but gave me no clue as to what Sears was going to do. She told me to call Sears contract department to see If I could hire a local repair person and have Sears pay for it. I told her I don't know anyone in our area that works on Water Softeners and It should be Sears job to find a repair service. All I am suppose to do is call 1-800-4-MY-HOME to get the service I had paid for. I blew up and didn't talk very professional. And I probably deserved her hanging up on me. I have given up trying to get someone to do something about servicing my water softener. But since Sears is still trying to sell Product service agreements on water softeners in my area where they are unable to repair them I will file a complaint with the Consumer Protection Agency in the NYS Attorney General's Office. My contract certificate number is [protected]. I will hold off on my complaint to the Attorney General for 1 week in order to give Sears a chance to make me whole by either servicing my product or returning my payment.

A week or so before nov 24/2020 my microwave stopped working. I called sears (I have a maintenance agreement-793644400175) and a tech came. He only took pictures and sent them to his boss. After approx 14 days not hearing from sears I called and was told that the tech was from premier services and that his boss a lady possibly id as vicky said it was my fault. I tried to call her but she refused to take my call. Then sears or premier services made an appointment for me while I was at a cancer dr. In south carolina, so I drove 725 miles to keep this appointment which I was not aware of which if I recall was made for me on dec 21. (by sears) on that day I waited for sears to come and they nor premier services ever showed up and did noty me and have the brains to call me, so I drove 725 miles for nothing. Finally after new contacts with sears I have an appointment time today dec 21 between 1-5pm (hope they show up) in my numerous contacts I suggested that the tech open the microwave and examine the wires as result of my training as an electrician. I have filed a complaint with the bbb and business consumer alliance-1-800-834-1119 not to mention contacting a dear friend who is an associate editor of a large ny newspaper and requesting he do a negative story about this episode (hope it will not be necessary)
I also contacted chicago to file a complaint and will follow up with an e mail to smsupport and compose a letter and send it to 3333 beverly rd, hoffman estates, il 60179. Finally I have been a sears faithful customer for over 50yrs and unless this problem is resolved I will never buy another kenmore product and I will always bad mouth sears. What a terrible way to treat a disabled vet with one leg who fought in nam.
Anthony cappitelli
94 southgate circle
massapequa park, ny 11762
[protected]-land line
[protected]-cell

I called for a repair to my Kenmore refrigerator on December 7, 2020. The next available appointment time is January 7, 2021. My refrigerator is freezing up and causing the middle drawer to remain open. Therefore, I cannot trust that the food is remaining fresh. I have been told that they will try to expedite the repair order and would call me in 2-3 days. That has not happened and I have called nearly daily since. I am on hold most recently for ONE HOUR AND 50 MINUTES! I finally hung up and later tried again and was informed the average wait time was 210 minutes!. (3.5 hours, really?)

Seriously, is anyone working? I have paid for my Master Protection Agreement plan for 6 years (since 2015) faithfully for a total out of pocket of $2, 268!

I too have been rerouted and never had another human pick up the phone. I have tried to get on the agreement benefits website, but there is no way to sign on with a new or existing account.

PLEASE TELL ME HOW YOU WOULD ENJOY THIS EXPERIENCE.

I WILL NEVER BUY ANOTHER PRODUCT OR AGREEMENT AGAIN! AND I WILL DO MY BEST TO INFLUENCE EVERYONE ELSE I KNOW.

Sears took 30 days to get a service technician to my house to troubleshoot a leak on my 5 year old KENMORE REFRIGERATOR. The Tech was not able to find the leak order condenser, heat exchanger, and mother board. 30 days later he came back and changed the parts out. Refrigerator leaked within a day and half. I called sears to have the service technician return to my house fix the unit which took another 30 days. He was not able to repair the leak and said the refrigerator non-repairable. Sear has not returned any calls since. So in short I'm out $49.99 a month and service call fee of $149.00 for the initial visit. In total $750.00 with a broken Kenmore refrigerator.

This is the second time in 3 1/2 yrs that the compressor has broke down causing food loss. On 11-08-2020 refrigerator quit working for the second time bad compressor. Called Sears and service tech was a no show on 11-10-2020. Rescheduled for 11-13-2020 and service tech had to order new parts and compressor. One week delay. Filed food loss claim per protection agreement. 11-24-2020 Repair company RR Appliance called and stated that tech examined replacement parts and found them damaged, parts had to be reordered. [protected] service Tech came examined and declared refrigerator not repairable due to previous tech cutting compressor lines to short, new lines could not be welded in, stated one to two days Sears will contact me and replace the refrigerator per protection agreement. No contact from Sears received. On 12-08-2020 called RR Appliance repair service and was told that Sears Rep. Mike Hodges had sent an e-mail stating that this claim was being processed. Called Sears warranty dept. [protected] option #1 and was told by rep. that there was no claim notes for replacement of the refrigerator and I was to call back again and was given food loss claim #6968762 (being processed) Not given any claim number for the refrigerator. Called Sears on 12-10-2020 and was told that the Sears computer portal has been down for over two weeks and no claims have been processed. I was given case ID #6990500 for reference and told to call back in one week. At this point I have been on hold with Sears for one month for over 10 hrs. attempting to resolve this claim. On 12-16-2020 called Sears again was advised that the Sears computer portal had just opened and a authorization number 7435-[protected] has been issued this claim is being processed. On this same date 12-16-2020 called Sears regarding my food loss claim and was told the wait time for a rep. was over 1 1/2 hrs. I elected for a call back at which time 5:15PM received from rep. Rolando in Mexico City. I had to go over entire scenario in detail at which time he told me that the food loss claim has been denied. After a brief argument he told me he would have to call RR Appliance repair to verify my facts. By this time RR Appliance shop was closed. He told be call back to Sears Protection Agreement Dept. at [protected] the following day to resolve the food loss claim. On [protected] called Sears same wait time recorded message. I opted for a call back, as of this time 1:30 PM have not received a call back. It has been over one month that we have been without a refrigerator or any contact from Sears to resolve this matter/claim. We request a replacement of the refrigerator and a personal contact from a Sears Rep. who has the authorization to resolve both claims as we have been without a refrigerator for over one month.

We purchased the master protection agreement on our Kenmore dishwasher in 2014 along with all of our appliances 7 to be exact. I have had nothing but problems with the dishwasher and I have a case to get a replacement as it was told by the service person that worked on it said that it needed to be replaced. We just paid $800 for another year on this Agreement for all our appliances again. They will not help me in getting this resolved. I have been doing this since August calling all the time and waiting on hold for hours on end. I finally spoke to a few people and my case has been opened and now they say they have not made a decision yet. I want this matter solved and for them to honor this protection plan and do not know who to turn to. I am so hoping you will help me or advise me as what to do next. I just want a new dishwasher and move on. My case#6954046, number to call is [protected]. Thank you for your time, Lynette Gonzales. You can reach me at [protected]@cox.net or [protected].

Repairman came out for service on 10/13/2020. Freezer needs repair or replacement. I was told for Master Protection Agreements I had to call [protected] for any status. I've called twice, 12/11/2020 and 12/15/2020, and been on hold each time for 2.5 hours. No one ever answers this number. I've talked to other Customer Service Reps and they won't answer any questions. Master Protection Contract [protected].

good morning
we bought a refrigerator, about 3 years a go, and had a problem, with the ice maker since than .We had sears came, more than 8 times to fix it. All parts were replaced but is still didn't work .On December 3 someone came here here twice, but still couldn't get it to work.
Since we have the warranty, we would like to replace our fridge with a new one. I was given the phone number:[protected], but couldn't get a hold of anyone. I was on hold more than 45 minutes with no answer. I called sears customer service, and I was give this email address: [protected]@searshc.com, it doesn't doesn't seem to be correct.
Please, i really appreciate if someone can help me out.
KEMORE-M2537034341A--Serial:4A62601270
Thank you
Lucineia Bridge --[protected]/[protected]

Date of incident 12/8/2020. The washer turned on and did a wash cycle, during rinse and spin the washer would shut off, and not complete the drain cycle. We call to request a service tech to come to fix it. The service tech name cory, from sears, came to service our washer, after approximately 1.5hr of him "repairing" the washer he stated the outlet had a shortage and that that was why the washer was not completing the cycle and that it needed to be repaired. I suggested trying to plug the washer into another outlet to make sure. He said he could not do that.. (why not?) he then processed to tell me he had another call and he immediately walked out the door and left. I went to check on the washer and it will not even turn on now! The washer is completely shut down.. It will not turn on or do anything. Before the service technician came the washer was working and would only shut off during the rinse/drain cycle, now it's not even working. We have requested another service request to which I am now furious because my washer is not even turning on. Desirable resolution, send a tech back out who is knowledgeable and can fix it! Asap.

Long story short. Have dishwasher, it has been looked at numerous times to find out it needs to be replaced. We have been paying on our master protection agreement since 2014! I have been through hell trying to get my new dishwasher to no help at all. Endless hours on hold to speak to anyone and they keep telling me my case has not been decided yet. This has been going on since august. I am now trying to get a program on television to look at this as I have seen so many cases like mine. Dateline is interested in this as perhaps a good show on fraud. I am hoping someone in this country will be able to help me. I would be happy for a refund so I can just go get another one and get my money back from this years renewal for this worthless plan. We have 7 appliances that we purchased from sears and have this plan, thousands of dollars. Still waiting for a part for my microwave since the summer. Wow, not sure what to do as I have problems with all of these sears appliances. Thank you for your time.

Lynette