Sears
reviews and complaints

Hello,

I had problem with my washer that suddenly stopped working, called sears
And they said that someone from arrow appliance will take care of the problem. They came on july s, 2020 and told me that they have to replace five parts. Service provider, arrow advise the washer should be replace.

Today is august 17, 2020 and no one came to fix my washer, it is now over 6 weeks. Arrow company called me twice, saod that sears do not have the parts because the factory they deal with for getting parts is closed due to coronavirus and the parts may be will get it end of september. Really?

I have 3 kids beside me and my wife, I request immediatly a check to be send to me to buy a new washer. Their replacment number always busy, they put you on hold for hours. They have two numbers:
1-800-376-0557
1-800-927-7836

Sears, I am wondering why you guys will be out of business, for your poor service and rude customer service reps.

I demand the check to be send to my address a.S. A.P.

We bought our Kenmore Elite refrigerator 5 years ago and we found out the compressor has gone bad and a water "valve" in the unit is leaking.
$1100 is a little hard to take when you believe that Kenmore is one of the best around. At this point we can't recommend it that's for sure.

We have had 2 repairmen out to tell us they needed to order a part, the part is no longer available, we purchased the dishwasher in 2016. The repairman said if they could not get the part by 7/31/2020 they would replace the dishwasher...so far we have been unable to reach anyone, on hold for 2+ hours just to be told they were now closed...get a grip, we are going to the BBB and make a complaint for the POOR customer service. Please contact me [protected].
Jerry Mahoney

I have had sears appliances for 16 years and have always renewed my master protection plan. My washer and dryer needs repair. The technician cancelled on the day of my repair service date. It has been 2 weeks. I have left 3 messages with the 3rd party repair company. I have been on chat 5 times, each time they have "escalated" my claim. I have had 2 phone calls with customer service agents, they also "escalating" my claim. I have been on hold 3 times with master protection department and each time, after being on hold for over an hour, they disconnect me. I have never experienced such horrible service before. Today, I finally got some type of answer from the online chat that there are no available appointments in my area...period. I just purchased 2 years of the master protection plan. I'm on my second try on hold (after being discounnected after an hour again) to demand a full refund on my warranty.

We purchased a craftsman lawn mower with a sears purchase protect of an additional year. The trigger to start the electric mower no longer works. The original contract states that we can get a replacement, but they say the contract has changed etc. Etc. Sears still shows the mower for sale but
Can't be picked up or shipped to our area. We would like the replacement
Mower, if not we would like a check for the amount we paid. We do not want a gift card from sears! They keep saying a supervisor will call back, sending us to sears stores that don't exist, supervisor in a meeting, one lady referred us to a store that was 16 hours away somewhere near san diego ca,
They didn't have any mowers by the way. Just generally getting the run around. Sears purchase protect [protected] sales check [protected]
We have spent a lot of time on this, they always call when they are about to close.

John Wynne
[protected]@gmail.com
case # 98223
mower part number 39942 19" corded electric mower

I have been a loyal customer of Sears for over 20 years. My husband and I purchase most of our home appliances/electronics from Sears and always cover them with a Master Protection Agreement. Recently, we had our dryer serviced in the latter part of 2019 and were issued a credit in February 2019 for the inability to get the repair part. This was great. Then COVID came, shutting down all the stores in our area in NY. I called in May to inquire about extending the credit and was assured it would be ok. Sure enough, I went to the store and the associate had a problem getting the authorization number because the credit had expired. The nice associate tried calling home services while I was in the store and we waited for over an hour to speak with someone, they put us on hold and the phone system dropped the call. I then went home and tried an additional 5 times and finally got the authorization number. The transaction in the store went smoothly after that and the store associate went out of their way to be most helpful.

Now again, I am spending an enormous amount of time on the phone trying to solve my issue with the washer. Between yesterday and today, I have spent almost 4 hours on the phone to be disconnected by the phone system without any resolution. My washer has been looked at and "repaired" 4 times already in 2020 for the same issue. I put a load of clothes in expecting the wash to be completed in about an hour only to find the machine full of water, it doesn't appear to want to agitate or spin, and the door locks and will not let me get the clothes out. I then have to put it on a rinse/spin cycle to get the water out and usually have to unplug the machine for a considerable amount of time to get the clothes out. The one person I did speak to tells me the machine only had parts ordered one time for this same type of issue and therefore does not qualify for the replacement under the Master Protection Agreement. This was not how it was explained to me after I booked the last repair appointment.

I am ready to ask for a refund of the MPA and find a local repairman that will do the job right the first time. I work two jobs and do not have the time to take off all these days to stay home and wait for repairs. I expect that after 1, maybe two times the problem should be diagnosed and fixed. This is unacceptable. I would not recommend anyone to purchase a product at Sears, much less a Master Protection Agreement. How do we get this resolved to my satisfaction, which at this point is no less than a replacement product? I am a nurse and work with COVID patients, how can I assure my clothes are actually clean after using the appliance. It intermittently completes a wash cycle but mostly I find it filled with water and the door locked.

I have spent numerous hours since early July trying to get the freezer repaired/replaced under the warranty. Originally, I had it repaired a month ago, worked well, then it stopped working. The next repairman came out and said it was irreparable due to the age and the only way to get the Freon for the freezer was on the black market. I contacted him a week later and he said he wasn't sure why but Sears ordered parts. They sent the parts to a previous address even though I have told them a million times to update it; and the repairman came to the correct address. I scheduled the "repair" and they assigned it to the same repairman who did not come out because he said it is irreparable (I called him again). He was having trouble contacting the supervisor of the dept that contracts him. As of this evening, they are still refusing to help me stating the warranty was with my mother who passed in 9/2019. They want legal documentation, which I sent them the legal paperwork that is needed for my mother's trust. They are just jerking me around because the warranty expires in 3 days. Little do they realize Maryland automatically extends the warranty until they meet the promised terms. They tried to tell me otherwise, however, I had hours on hold to read the whole contract. Also the contract says to call them for the terms of transferring... how can that be legal, you don't have access to the written terms of the contract.

I have a Master Protection Agreement (MPA) on my Sears Kenmore Elite Refrigerator. On July 16, 2020, the refrigerator stopped cooling and making ice. In accordance with the MPA, on this same date I called for repair service. The fan would run but it would not cool. The first available date for repair was July 27 (today).

This morning I received a phone call from "Private Caller" that the repair person could not be at my home today and the repair would have to be rescheduled. Now, the "next available" date was August 5 (about a week and a half from today).

What good is a prepaid Master Protection Agreement if you cannot get the refrigerator repaired in a reasonable period of time. I do not believe that three weeks or even two weeks is a reasonable period of time to have a non-functioning refrigerator repaired under a prepaid repair agreement.

Request your assistance to have the refrigerator repaired as soon as possible.

I have had a Master Protection agreement with Sears for over 18years for my heat pump. I called on 7/24/2020 for repair.
Water was all over my basement by the air handler and the pipes were all frozen, This was an emergency due to the heat wave in Boston and I am an asthmatic and senior citizen. I was told that the earliest they could come was
August 13, 2020 between 1 - 5 pm. This is completely unacceptable!
I called another company this morning and they have came out in 2 hrs. I have ordered a new system from them with delivery tomorrow. I have tried reaching Sears for over 2hrs on hold, I need to cancel my agreement effective today as it has been paid for two years and will expire in September 2021. I demand a credit! Please help.
Sue Ann Harrington.

I have been waiting since June 3 for the parts for my Washer to be repaired It is now July 22). I am told the part is on back order and they have no idea when (or if) the part will be available. The repairman has been out to the house 3 times and won't come back until the part arrives (Makes sense)
I have been on hold with Sears Master Protection Benefits Admin for over 7 hours when some one answered and then hung up on me. Back on hold again. How long am I supposed to wait for a part before I just get a new washer? Sears Master Protection Agreement Benefits number [protected]
Sears Customer Service is Non Existent ! I want a call from someone on When my washer will be repaired or replace! Now on hold over 7 hours... Hung up on and/or disconnected 4 times and now get disconnected every time someone tries to transfer me or I try calling back.

I had an appointment today (7/17), and the technician never showed up. His excuse was he couldn't get a hold of me. The number he was calling was my daughters and she was at work. It shouldn't matter if he couldn't get a hold if us, someone was waiting here for 4 hours. But I did add my cell number on line so he could contact me, yet no calls. Now the best they can do is 7/23 really. This is the worse customer service I have ever dealt with.

Anna Masters
Anna.t.[protected]@att.net
[protected]

Bud & Sandra Bittle ph. [protected] [protected]@comcast.net 1473 West 600 South Salt Lake City, Utah 84104.

My family was at the GRAND OPENING of Sears in Salt Lake on State Street and 800 south. That was with my mom and dad who won a door prize. We have been dedicated shoppers all of our adult life and have purchased many of your products, mainly because the dependability of Kenmore and Craftmen and your warranties and service.
WE purchased a Kenmore DIR Solis State Water Softner with the service warranty in 6 of 1995. Model 625.3484500 Ser. 48614 and have extended the warranty yearly. And now it is dues to expire again in Nov. 2020

In 2019 it stopped working and you have had 3 service techs come to work on it. Many phone calls that have put us on hold and many many disconnects and hour of waiting time just to be hung up on.
We have been told that there is no one in Salt Lake that is qualified to work on it. One tech showed up and found a little piece of rubber in a valve and guarantied it was going to work. NOT!
Today the wife has been on the phone and on hold for over four (4) hrs. which is ridiculous.
"I will call you back if we get separated." Not one recall. One person, Susy, said she would have the manager call us back with in the next 15 minutes to a half hour. It is now 3:00 in Salt Lake City and well past the one hour time. Last Thursday July 2, 2020 we went though the same go round on hold and hang ups.

WE want to water softner fixed or replace before this warrantee expires in November 2020. AT THIS TIME WE PREFER A REPLACEMENT if nobody is qualified to fix it and make it last.

In May, we discovered our central air conditioner was not working. We called and got an appointment for a technician to come out - first appointment - June 1st. Diagnosed the problem - the compressor needed replaced. Compressor was ordered and finally delivered June 11th. We were directed to call when the part was delivered by our technician. We called the day it was delivered - June 11th. An appointment was made for them to come install the compressor on June 15th. The technician was a NO SHOW. When we called to find out what was going on, we were told that we never told them we received the part. We asked to speak to a supervisor and the call was disconnected. We called back and once again relayed the problem and had to ask for a supervisor 6 times before we were transferred to a supposed supervisor and the call was disconnected. The soonest appointment we could get was June 22nd. The tech showed up and said it's a 2 person job and the other tech called out. We offered to help get it installed and halfway through the tech realized he did not have a copper extension piece (that was supposed to be brought by the other tech that called out) so he could not finish the job. The tech made an appointment for June 24th to come out and finish before leaving. We received a confirmation text the day before and the morning of the appointment. Later in the day we got an email saying that we needed to contact them about the appointment. When we called we were told they were overbooked, saying there was a system error and the appointment was not made correctly, so no one was coming out. An appointment was then made for June 26th. On the 26th, 2 techs showed up and ran a system test with the new compressor only to find that another part was needed to fix the problem. The part had to be ordered and another appointment was made for July 13th. Once again we were told to call when we received the part. Apparently they do not have any parts on hand to fix anything. We called the warranty reimbursement department asking if there were any rental units to use to cool our home while we continue to wait. We were told that no rental units were available. We were told that they would issue a check that we would receive within 21 business days for the amount of $250 dollars, as reimbursement for buying a portable unit. Portable units do not provide cooling for the entire house as central air does. We purchased a portable unit at the cost of $350 and it in no way cools the entire house. Meanwhile, we wait for this part to be delivered. On July 8th, we still do not have the part. We called to inquire and were told that the part was not available and could not give us a date of when it would be. Therefore, no one will be out on July 13th and we continue to wait for the part that no one knows when will be delivered. We have been loyal Sears customers since we have first owned a home in 2002. We have purchased countless Sears products over the years. We have never been late with a payment. The complete lack of customer service and lack of care from Sears is more than disappointing; it is disgraceful. Not only has this whole ordeal been stressful and downright uncomfortable as we endure several record high temp days, our senior dogs have suffered as well. One of our dogs is 11 and has been refusing to eat due to the heat. She ultimately been to the vet and the vet said she was stressed and we have had to buy special food for her. We have no idea when this torture will end with Sears and our central air will be fixed. Who knows when the part will come in and if that will even fix the problem.

Purchased extended warranty on kenmore double wall oven. In january finally had to use it. They came to repair it and it hasn't worked since after four return visits and parts that did absolutely nothing countless phone calls filled with nothing but lies how we would get a phone call in 2 days to let us know the next step still waiting for so phone call going on 2 weeks called again same story still waiting at one point during this ongoing battle with a company that has no desire to help their costumers except more than happy to take your money I was offered a loaner the one question I must ask is where do I put a loaner being a wall oven run another 220 outlet in my garage so I can cook out there all I can say at this point is there must be some way that the consumer can have a say in the way this company treats them I for one will not renew any contract and will make sure everyone I know will be aware of the shabby if not criminal behavior of this company

The refrigerator is a lemon. We have a master protection agreement and have had repairs on 10/15/19, 3/31/20, 4/6, 6/3/20 and 6/18/20. The MCB board was replaced 2 times, new condenser, compressor, evaporator coil, refrigerant replace 3 times.

It does not refrigerate at a temperature below 54 degrees and the freezer runs at 41 degrees so it is unsafe to use.

We have spent 5 hours getting the run around today from 4 departments, have been transferred 4 times, had calls dropped and our latest appointment cancelled.

Currently our refrigerator doesn't work and we are just asking for it to be replaced!

On may 6th a service person came out to look at my side by side refrgerator. The gasket has worn out on the boyyom. However, the tech seemed to be confused he said he thought the gasket was one piece. He attempted to remove it (i'm glad that didn;t happen). He left and called back to say. He couldn't get a gasket he was going to order a door. Two weeks later he said he ordered the gasket. I am still waiting. I have called and been given various explanations. Last week I was left on hold for over 30 minutes as they attempted to contact the tech. I called by asked for supervisor, call was disconnected. Called headquarters transferred and ended up back at the same number. I have since been contacted to renew warranty. No way. I want my refriegerator repaired. I have paid for this coverage and continue to receive very poor customer service.

I have now spent two days trying to get something resolved on my refrigerator. I have lost count of the number of hours spent holding on the phone. Currently, I am on one hour on the current hold. I have held anywhere from 40 minutes to 1 hour plus holding with various departments. They continue saying they are experiencing "a high volume of calls" which is why they do not answer. Since this has nothing to do with the pandemic the only reason I can see for them to have a higher than normal call volume id that they either have machines that do not work or they do not have enough people working.

I purchased a new Kenmore refrigerator in April of 2019 to replace another Kenmore. We had purchased a service agreement on the old machine shortly before it died. For some reason, it did not help us with the purchase of the new one but they told us the agreement would be moved over to the new machine. On June 8 the ice maker on the machine stopped working. I assumed that a simple phone call to set up an appointment would take care of the problem. Instead, I have spent hours talking with people, sometimes by chat when I gave up holding for over an hour on hold. Each time I was supposedly moved up to a higher level to a department that could take care of my problem. When I do get through they ask me to hold for 3 to 4 minutes while they check on something. They usually either cut me off or leave me on hold for another length of time. The latest is that the department we need to talk to is now closed since they work only on Eastern time which leaves us on the West coast either getting up at 5 in the morning or trying to get through to them before two.

They have won! I am going to call an independent repair company that will charge way to much to replace a lousy ice maker (it was never as good as the one on the old fridge). I will try and get a refund on the contract we paid for but need were allowed to use but have no great hope for that. I have been a loyal Sears customer for more than 50 years but that has ended. I easily see why they are going down the tubes. I will never shop there again and I urge everyone else to do the same.

Purchased a master protection plan for my central air condition unit. Because routine maintenance is not an essential service I was told june 2020, it cannot be serviced, (the coils cleaned and refrigerant checked and vacuumed) until after the summer season, this is not good and will break all a/c warranties. This will cost me money in the long run. A/c companies here in nashville, tn are performing tune-ups everyday for a cost of $59 to $99. Because I have already paid $300 for this program I should not have to use and pay another company to do the routine maintenance.
I want my money back $300 so I can use it to maintain my investment. Sears don't care, I have called and waited on hold many times and when I get someone, I am told, sept. 2020.
-date of incident 5/20
-refund $300