Sears
Reviews and Complaints

Craftsman riding lawn mower was used less then 10 months when while my husband was doing our lawn he allmost ran over me due to not being able to control machine as to direction to go to nor was he able to turn it off . The lawnmower did not turn off until it crashed against warehouse wall. I have called Sears over 100 times. The customer service dept is Very RUDE and useless all they can tell me is I have to wait, I have waited over a month. They have sent 4 techs yet problem is the same, lawnmower still does not work. I have lost 5 days off work waiting on tech, on 10/7 I waited all day just to be rescheduled with no advance notice. I have called over 100 times and have been on hold for 20 to 30 min to have rep ask me to repeat my info because he cannot find me. Techs are Very rude, they leave without giving notice and do not inform us what the outcome is.

Purchased in September 2016, along with the 3-yr master protection plan. I had been perfectly happy with my unit until this past summer (4 months shy of warranty expiring). In July, we woke up to a warm fridge and thawed meats/foods in freezer. Scheduled a service call, repairman came out, and ordered several replacement parts and returned a week or so later to install them. Filed food loss claim of $200 which they paid. Worked for a week or so, and then having same issue with ice maker which was part of original complaint, and fridge still. It being as cold as it should. Scheduled another service call, and repairman came out and fixed the ice maker and "tweaked" the previous repairs. Seemed to be working fine, until this past weekend when we woke up once again to thawed and spoiled food. Scheduled another service call and now are awaiting parts and return of repairman in a week. Once again filed $200 food loss complaint (the limit set by Sears) though it's been well over that. This really should count as the 4th problem with fridge and fall under the lemon replacement clause in contract.
All this and I haven't even mentioned the horrible looking finish in the doors of my fridge and dishwasher. I mentioned it a couple years ago to the technician that came out to do yearly maintenance and was basically told there wasn't anything that could be done. While reading my plan paperwork, I discover cosmetic defects are covered for repair, but of course only for 3 years past purchase date, which only passed a month ago.
I am very disappointed in this sears purchase. And will never purchase another kenmore appliance. We have been loyal kenmore appliance owners for 40 years.

My freezer went out and we lost EVERYTHING when found. Everything was defrosted and ruint. They couldn't come out for a week so nothing could even be saved in ice chest. I was told to file for $300 food loss which didn't even cover all the food I loss. I haven't heard anything back for 2 weeks now and I call. I get told my freezer had a non functional failure and doesn't meet the criteria. What the heck? My freezer was hot, not working, I paid hard earned $$ for the protection agreement and just cause the technician was able to fix without ordering a part, my food wasn't covered. This is not the 1st time I have had issues with Sears standing behind their merchandise. Unfortunately I will never buy another sears appliance due to their Negligence on covering items that I paid for. DO NOT BUY SEARS !

On September 28, 2018 I order a Kenmore washer/dryer set which took almost two months to arrive upon arrival the dryer arrived damaged. So I told the delivery team I do not wish to receive it in this condition so the delivery guy filled out the proper paperwork for the return and even call sears for me to speak with a customer rep about the return. This was confirmed the item was damage on delivery and that I would receive another dryer but the dry never came so I called customer service and was transfer over 5 times to people who could no help me! When I was finally able to speak to someone who made an attempt to try to help me I was told it was delivered after some debate on my part I was transfer to someone else and was told that this was no longer a sear problem and that I had to file a dispute with my bank which I didn't and received a refund through them only to have it overturned and had the money drafted out of my account. I have not been contacted by any sears personnel. It is now almost a year later and I have no dryer, no refund and over 500 dollars in the whole! Given my experience I do not recommend shopping at sear.com or the app!

I have a Kenmore elite double wall oven with convection. The heating coils have burned through both the bottoms of the ovens. I have Sears service come out today and they are unable to get parts. The repairman offered me 10 percent off a new oven, which is their policy. Really? I paid close to $3, 000 for this oven 3 years ago and now I have to buy another one?
I will never buy another Kenmore appliance and will do my best to inform friends, family, Facebook, Instagram and any other medias of the poor quality of this product.

I have a handicapped child with severe food allergies - I need a working dishwasher ASAP

9/14 - washer broke
9/16 - called sears warranty for appointment
9/20 - technician says needs control board & control panel
parts ordered for Oct 3
I asked for quicker resolution
technician says i need to contact Services
9/23 - was told parts were expedited was promised a call that never happened
9/26 - control board arrived - no control panel
escalated this on the chat line - was told it was escalated, part would ship in 24-28 hrs & I would receive a call - never happened
9/27 - chat line again confirmed part was escalated, part would ship in 24-28 hrs, that I would have the part today (9/30) & I would receive a call with confirmation and tracking - never happened
9/26 & 9/29 same results with shipping slipping each time
9/30 (today) was told the part was escalated again, would ship in 24-48 hrs

my appointment is Thursday Oct 3, if you can't get the parts do the honorable thing and replace the dishwasher

We purchased matching Kenmore Elite appliances in July 2016- Fridge, stove, dishwasher and microwave. The fridge alone was $3, 700. After 37 months on August 31st, 2019 the compressor in the fridge stopped working, causing the fridge to not stay cool and everything in the freezer to defrost. We lost $350 worth of food. We called the Sears repair number inside of the fridge. We were told that a repairman would come out on Sept. 6 at a cost to us of $106. He came out, said it was the compressor (under 10yr warranty) and that he would order it, it would be in around Sept. 19 and that we would have to pay for the labor $500 for a 2hr repair. When I looked into this further, I found that LG knowingly put these compressors in knowing that they would not last more than 36mths, on a fridge that was advertised to last 20 years. Four weeks later and we still do not have a working fridge, we refuse to pay someone $500 to replace the compressor that should not have gone in the first place. This is deceit and just a way for Sears to suck more money out of us! We are not paying them another dime...we want our fridge repaired at no cost to us, refund of the $106 we paid for someone to come out and tell us that it was the compressor (we already knew that) and the $350 worth of spoiled food.
Model # 795.74025.41
date of production 5/2016
ser. no. 605KR00342
Please make this right!

I ordered a special size window air conditioner from Sears on 9-11 with a delivery date of 9-23 (must have been shipped from China). It was to be delivered to my local Sears. It cost $269 + tax.
On 9-24, I still hadn't gotten a delivery notice. After 2 hours on the phone hunting for my AC, I got 3 different responses. 1: order was cancelled cue to out of stock, status unknown with a 72 hour resolution and order had been delivered to the store.
I went to the store and punched my order into the pickup computer and it said QTY:0. The warehouse team looked for and found the item delivered. They told me the wrong model was sent. It was the same physical size but instead of 6000 BTU it was was 10, 000 BTU with a price of $399. I balked at their mistake but the best deal the manager could give was $50 off. I spent 2 more hours on the phone trying to get Sears to release the unit to me but met the bureaucratic wall of store policy. Even though I really needed the unit, the best they could offer was to cancel my order and try again. Maybe in 2 more weeks, I might get the right unit.
Because I was in time crunch, I went back to pay the extra $80 and was shocked to find the actual price was $499 and I had to pay an extra $180. If I hadn't made a promise to my tenant, I would have cancelled the order but whose to say that Sears could get it right the second time. I am not surprised to see that Sears is dying as a company with roots of incompetence and ineptitude buried deep in its bureaucracy

I have never been more frustrated with a service provider - ever. We bought a high end Kenmore fridge + the warranty from Sears and it stopped cooling. On July 20th they sent a contractor to fix it and repair man said "it should start cooling in 15 minutes and if it doesn't, call me and I'll come back". Sure enough it didn't so I called and called...and called- never got a return phone call. Even more frustrated, I called Sears and they sent another contractor to fix the fridge. This one said the fridge is basically not repairable but if it was, all the parts and labor would cost over $3K and Sears would likely opt to replace it. Oh and "Sears will be in touch". Heard nothing so I called back. Sears: "we are still waiting on the repair person to submit their report, please call back" (never mind my husband was standing NEXT to the gentleman when he submitted the report electronically!). Finally talked to a Sears rep who said that based on the prior contractors report, the fridge was leaking freon so they had to find an EPA certified repairman. And the soonest they could get one to my house was in 3 weeks. So we waited. Sears repairman (not a contractor, a Sears repairman) came on Friday: Aaron (no last name on his card) from a&e factory service - tech #4192 - came. He looked at the back of the refrigerator and left to make a phone call - apparently to his supervisor. Supervisor said that new policy is the one who broke it, needs to fix it. So the first guy who came apparently put a compressor on my fridge that wasn't the manufacturer's part, so the Sears guy for whom we waited 3 weeks walked away without fixing a thing. "Not my problem - per my supervisor. No there's nothing I can do about it. But I have just spoken with Sears and Sears will contact that first contractor and make SURE he comes back to fix what he broke and you will get a call back today - there are only 2 people in line that he has to call front of you". No call back. Today is Tuesday, I called again to a number the Sears tech wrote down personally (vs printed on his card) and he said this is the number he called for help. When I call and press the appropriate extension, it rang 4 times and automatically hung up on me. I tried multiple times, to no avail - kept getting hung up on with no message, machine. So i tried another number (the one pre-printed on the card) and was shuffled to multiple people. I finally got Nikki who seemed sympathetic and put me on hold to check the records. After 4 minutes of this particular hold (i had already been on the phone with Sears for 22 minutes at this point), another person picked up and asked how she could help. What? Who are you and what happened to nikki? She said she needed to know how she could help - but I could not understand her due to a language barrier. I asked to please please speak to a supervisor and I am now on hold - i am at minute 52 that I have been on this call. This is absolutely inexcusable and I feel like Erin Brokovich. This is literally what big companies will do to give you the runaround until you give up. I won't. I personally know my congressman and the Texas Attorney General and I will pursue this. I can't begin to imagine how many people have been blatantly taken advantage of!

As for details: first claim was July 20 and at this point, I just want a new refrigerator.

Stephanie Matthews
[protected]@me.com

September 5, 2019, I have my dryer serviced. He stated that his app did not work for processing CC/DC, so he asked if I would give him the information and that he would have his office process it. I gave him the information. I was billed $234.52. The part arrived, but I canceled the second appt. even though I already paid for it. The day he was scheduled for the second appt. he processed the updated billing of diagnostic fee and part $108.08. But it was less then what I paid. I went through Sears Customer Solutions and they state they do not have such payment or charge. I told them my bank processed it and paid it. I called billing department, but on one is answering the phone. 20 minute wait and nothing.

My name is anthony tasker and i have purchased all of my appliances from sears for over well over 30 years or more. Now when i say all of my appliances its from my lawn mowers, refrigerators, stoves, dishwashers, air condition units, etc... Which i still have them in my home as of this day . My ac went out around a year ago, sears told me to call someone to repair it and they will reimburse me me for the repairs, which still hasn't happened. I found a guy online who came the same day to do the repairs. Now it broken again because we really needed a new unit. Sears finnaily came out after 8 days with no ac and told me that not the repair man but we put in the wrong freon. Now i know nothing about ac's including freon. So sears repair man said he couldn't touch it and just left us again with no ac. Now here comes the good part, mind you i have been a valued customer for over 30 years and when i called they told me that i have broken my master protection agreement that i have paid for year is no longer available to me . Mr. Anthony tasker a very loyal customer that have been treated very wrong by sears

In an episode of this old TV show called "Becker" in which Ted Danson played a grumpy Brooklyn doctor, he is convinced that, every time he tries to get warranty repair on anything, it goes through a call center in Chico, California, where their only job is to stall and give a runaround until the customer gives up. "Are you trying to Chico me?" he bellows.
Sadly (since I have a Kenmore refrigerator, stove, dishwasher, washer & dryer, and more small appliances and tools than I can count), what's left of Sears won't admit that they're no longer honoring warranties, but they will send you on a never-ending snipe hunt (take it to the nearest store even if it's 3 hours away, where they will laugh and tell you to go home and call a number you've already called a dozen times, where they will tell you to call dozens of different number, then to email this and that address that never reply, etc, etc).
I lean toward obsessive, and spent 5 weeks determined to work the warranty of an elaborate coffee maker. Today, I officially give up. I have been properly Chico-ed.

On 9/4 I ordered a Kenmore Refrigerator with bottom freezer model 794043.$1099.99. It was delivered on Monday 9/9/19, however technician stated he measured it and the rerfigerator would not fit the opening in the kitchen. So I asked him to return it andI would look for a different size online. The experience from there was pure hell. I checked what they had on stock on line and it was very limited and I wanted no Whirlpool or LG on french doors, or side by side. I wanted one door, bottom drawer freezer. They did not have in size and make I required. I have since then trying to get confirmation that my 1200.00 would be returned tome and cannot. I have been shifted around for days with out help. All I desire is my appropriate money be refunded. Meanwhile I am borrowing a small refigerator to keep necessary medication and small amount of food in. I've gotten e-mails but no return address to reply and e-mails make no sense.I've called six different numbers to no avail. Please help. Sears has the worse customer service I have ever dealt with and best believe I will not be making any purchasing from here AGAIN!

I have the service call and waited three weeks for tech to come in and repalce the parts and in between tech would not call when the service is scheduled and cancelled and didn't call before he came. They always come out of window without calling. I called several times and the customer service will hang up and put on hold and were rude. I asked for escalation team and they never transfer me through. After 3 weeks, tech didn't want to wait to test whether it is working after he repalced the parts. Who to contact. Master protection plan is a big joke and full of frustration. My sevrice order number is [protected].
Please share me contact where someone can help.

My husband and I are senior citizens. I have Parkinson's and I am bound to a wheelchair 90% of the day. This complaint is regarding Sears and their Master Protection Program that we have been paying for and an issue with our fridge an. I have been without a refrigerator and freezer since 8/24. I contacted Sears to open a repair ticket on 8/24. They were unable to come out to check on my fridge until 9/5. They provided a check dated 9/4 for $200 for food loss damages. On 9/5 the Sears repair person came to check the fridge and said a part is needed and there was nothing else he could do. I called Sears again on 9/5 to report that I am without a fridge and freezer. They said they needed to order a part. I asked for another damages check for loss of food and they said "we don't pay because you are upset". I called again on 9/9. I spoke with Marcus and then Natalie. They said they could not issue a check for damages and service repair would not be until 9/14. The damages cannot be claimed until after 9/14. Marcus suggested I buy an igloo cooler to keep food on hand. I mentioned that my husband and I are on a fixed income. Marcus and Natalie both suggested my husband and I look for someone local to service the fridge and pay out of pocket and Sears would reimburse me. So now my husband and I are paying for food daily, cannot keep perishables, have medication that must be refrigerated that had to be thrown away and need to find a local repair company for a fridge and freezer that has been out 17 days and counting. I pleaded to just have the refrigerator replaced because this is not the first time we have had service calls on the fridge. Sears mentioned that the policy states that they only replace the fridge after 4 service calls and in the past 12 calendar months, I have only made 3 service calls. This is a undue hardship and a medical health risk. This seems unlawful. There has to be something that can be done. I am seeking assistance for a much more feasible solution.

Since august 23, 2019 a repair order was placed and an appointment was made. The repairman arrived and accessed the problem, the air condition
needed parts, but had to order parts such as a compressor, condensor
valves and labor which totaled $773.41. Sears policy is they dont replace
items, they are to be repaired. The point is that they have them in stock for
$389, its cheaper to replace than repair.

The point we are trying to make is that we are 86, 84 years old living in
san antonio texas where the temperatures are daily in the 100's. Today
sept 9, 2019 sears advices parts are back order and don't know when
they will be available.

We sent an e-mail to corporate headquarters, not yet received an answer.

We have an agreement until 2021. The parts and labor are not charged
but we have to do without air condition until sears feels like to do at their leisure time.

Raul saldana
PHONE N0. [protected]
6503 fruitwood st
san antonio, texas 78238

I purchased a Kenmore Elite 6.2 cu ft washer three years ago along with the protection plan. The washer completely stopped working three weeks ago. I called the number and scheduled a service and verified they had the correct address. They sent the technician to the wrong address and he would not come to the correct one. I had to take a day off work in order to wait for the technician. After being transferred round and round for no less than two hours, they scheduled a technician to come out the following Tuesday. Another day I had to take off work. The technician (a third party) came out and said I need a new control panel and main board and it will be 7-10 business days before it arrives. Two days later the third party called to say that Sears will not authorize the part ordering and they need to send out a Sears repairmen. I called Sears and spent literally two hours (according to my call logs) and they said a SEARS repairman would be coming out on Monday. (A third day to take off work). The next day I received a call from the third party technician who said Sears assigned the new service call to them and they cannot do the call because Sears will not authorize the part. Additionally I missed a call from Sears who left a message saying that they are coming out on 9/26 (almost a month away). When I called back to "confirm" they were of course closed. I called Saturday morning and was on the phone with them being transferred round and round for 3 hours trying to get a sooner date and they kept insisting on Monday sending the same third party or trying for around 9/26 but the system will not let them book it. This morning I received texts cancelling today's service and I am now going on 2 1/2 hours being transferred around. I spoke with the third party service tech and he said that he is 100% certain what is wrong with the washer but sears will not let them order it. I am now thinking of small claims court. I am a single mom and have been without a washer for three weeks and by the time they send out their own technician and then order parts it will be over a month. I cannot keep taking off work and I cannot keep spending two hours at a laundromat (plus the cost of the laundromat) to do laundry. When I ask for a manager or supervisor I am told there is none. I would like my washer fixed this week or replaced. This is unreasonable and unconscionable (especially the amount of time on hold to deal with Sears).