Sears
reviews and complaints

Our Kenmore Elite refrigerator purchased in 2016 quit cooling. We called and set up an appointment with Sears Repair. The service technician said that it needed a new compressor. My 82 year old mother wanted to wait to talk to me. She was told that was not a problem she could call in with her decision. She paid him $74.00 When we called back that same afternoon we were told the service call had been closed and they would send someone to tomorrow to do the exact same thing as today and order the part. We would again need to pay $74.00. I asked couldn't we just order the part because it was to be sent to our home anyway. I was told no but they would cut the fee in half. I requested a supervisor who told me the same thing. I requested her supervisor and was told there was no one over her. I then called Sears Holdings corporation and spoke to customer care who referred me to the warranty dept. No one was able to help. Every person I spoke to asked for my number, looked up the file of the service call and knew exactly what the technician had found. I find it impossible that in this computer age every single person I talked to knew exactly what needed to be ordered. This is the last time I will call Sears Repair as I feel this nothing less than fraud. My email is [protected]@gmail.com

Compressor failed on my $3, 300 refrigerator after 5+ years of use and was told by Sears that they would send out a technician in a week. I found out that this problem is epidemic on these refrigerators from seeing information online and from speaking with the service technician that I finally hired to repair the unit. It is apparent that even if Sears had repaired the unit by replacing the compressor, it wouldn't last long either.
My service technician put a different compressor in the unit with a warranty for labor and parts. He has a proven repair method, that is less expensive than Sears' compressor replacement and that lasts. He does this repair often each week. Mine was the eighth unit he had repaired in 3 weeks with the exact same issue and the exact same solution.
Sears has essentially given up on having good customer service and is obviously going out of business.
I'd like to be a part of any class action suit against Sears relative to this issue.

Purchased refrigerator 8/26/16. It stopped working April 12, 2019 . Called repair service. Waited a week for appointment. When they came said it was a compressor and had to order parts. Installed parts on April 26 and they could not get it to work after three hours (It was a Friday 6:30 when the repair guy left). Next available appointment May 7.
THIS IS UNACCEPTABLE.

My husband purchased a Kenmore Elite washing machine and gas dryer from Sears.com in November of last year for my Christmas gift. It wasn't scheduled to be delivered until January 2, 2019.I didn't know about it until Christmas morning. I'm on my 10th service call since it was delivered. It has had a new control board, a new temperature probe and a new gas intake valve installed. It still isn't working properly. I'm on a first name basis with the repairman that come to my house. I have called corporate but haven't gotten any satisfaction. It should be replaced. It makes no sense to keep calling for it to be serviced. The last washer and dryer we purchased from Sears lasted 20 years. We only bought new ones to be more energy efficient. I have my daughters used Maytag dryer on a furniture dolly that I roll into my laundry room when my Kenmore dryer isn't working. I have to put a step stool in front of it and sit on it to reach the outlet to plug it in behind the washer because it's electric not gas. Can someone please explain to me why this dryer hasn't been replaced yet? We have other appliances that were purchased from Sears and have no issues with. I'm just done dealing with this dryer.

I would like to express my disappointment with the service that I have received from Sears Repair thus far. On April 3 a technician arrived to our home in response to the C-21 code flashing on my oven. He diagnosed the problem and said the motherboard needed to be replaced. The motherboard was ordered and replaced on April 15. The same day, when I attempted to use the oven for dinner, the oven overheated and the C-21 code returned. When I called to have another tech come out, I was told one could not come out until April 23—meaning I did not have an oven to cook Easter dinner and we had to spend more money on prepared food.

On April 23, another tech returned and informed me that the first tech misdiagnosed the problem. He said the problem was not with the motherboard but with the thermostat and said we had to order another part. At present, my oven is still not working. The tech who came on April 15, took our old motherboard without my permission. I would like it returned and I would like to be reimbursed for the new motherboard (due to a misdiagnosis).

Lastly, it is disappointing that Sears does not have a system in place for complaints. The only number available is an 800 number that appears to go to a call center in another country to associates who have no authority to help with customer service issues or complaints. Soon, it will be a month since I first called Sears. So far, I have a new part I did not need, I've paid more than $300 for parts and labor, and my oven is still not working.

Correspondence with Sears after first complaint--and still no resolution:
Dear Stacy,

Thank you for contacting Sears!
We truly apologize for the inconvenience caused. This is definitely not what we want our members to experience.

We have received your query for service for the SO# [protected], We wish to inform you that status for the service is "Waiting service" which was Scheduled 04/23/2019. Please contact us once service was done.
Regards,
Sara k
Sears Member Service

April 22, 2019. Technician came to assess/repair my dryer. He was pleasant and explained to me the issue — thermal fuse needed replacement. He did the replacement. Assessmt/repair took 20 mins total. Bill for service was $233.97! I was not provided with est. Cost before proceeding with the work so that I could decide whether to continue. I would never have agreed to this amount. I could have a neighbor replace this $10 part for free! I did not have a fair opportunity to make a decision — you state in your advertisement that technician is required to provide estimated cost to repair before making repair so I may decide. I was caught off-guard by this exhorbitant price for 20 mins work and a $10 (or less) part! I paid it but after reading your information that I should have had a chance to consider this huge cost before repair, I feel I am entitled to a refund of a good part of this huge cost I paid. What can you do to help me minimize this financial cost since I was not informed? James was personable but missed the most important step of telling me est cost ahead of time. Thank you for your consideration of my case. (district id: 8228) (tech id: 727446)

Absolutely disgusted with Sears. Needless to say I will not buy their products or services again in the future. I bought a Kenmore bottom freezer refrigerator in 2015 and also purchased the extended warranty through Sears. The sales associated really sold my husband on the fact they stand behind their products and are quick to service their products. In the past few months I started having problems with the unit. I called to schedule the repair and amazingly they said I had an appointment scheduled for the very next day between 8-5. Awesome, that was fast! So took off work and waited all day, finally called in the afternoon to double check on the appointment and somehow my appointment was scheduled and now it is a 7 + day wait until the next available appointment. So needless to say 3 week later I have a fully working unit again. Yesterday, I called because the freezer quit working again. Miraculously again, they had an appointment for the next day between 8-5! So my husband took off work today. I decided I would be pro active and double check on the appointment. Just so happens there is no appointment scheduled and it says I refused to set an appointment because they were too far out. What a lie. They can pull up the call records from the conversation and they will hear I did not refuse an appointment and they gave me one for today. Unhappy doesn't even describe it. They have once again taken money out of my pocket by lying! This company should be ashamed of themselves and their employees who lie should be fired and have to pay for my time they wasted. Sears is a disgrace to any American company.

I scheduled an appointment for April 19, 2019 to have my Kenmore washer and dryer maintanence service. Link: https://repair.searshomeservices.com/maintain_clean?sid=HSRxEm8888203342&utm_source=promo&utm_medium=em&utm_campaign=hsr-mnt&bxid=967174122 My appointment was between 10am and 2pm. The tech showed up at 4pm. I expained what I had ordered and he stated the only thing he could do was clean the lint out of my dryer and run a cycle on my washer. WHAT? I'm paying $149.99 for what? I explained again that what he was supposed to do. He vacuumed out the dryer in the front after I insisted he remove the cover. He then vacuumed behind the dryer but nothing else. He then ran a cycle on my washer and stated it was running fine. I pointed out that it needed to be cleaned. He stated he was a refrigerator repair tech and that wasn't his job. picutures below are how he left my washer. What did I pay for? NOTHING.

I called to have both my refrigerator and oven repaired. When I made the appointment the person I spoke with said I would have two diagnostic fees. One for $99 and the other for $60.00. I also told them I have a coupon for 25% off. She said it that was fine. When I received the appointment notice for april 10, 1019 they both had a $99 diagnostic fee. Again I called and had a detailed conversation and was told again iiwould be charge less by the second technician on april 10, 2019. Again conformed the 25% off for both services. When it was all said and done the refrigerator technician charge me $99.00 and said the oven repair would give me the lower diagnostic fee. The tech for oven said I needed parts which he ordered and then charged me the full $99 diagnostic fee. When I asked him about it he said I could not use the 25% off and get a discount on the diagnostic fee. We scheduled the final repair appointment for the following week april 19th. I immediately called sears customer service and they said we will investigate why the repair person did not give me the lower rate and get back to me. Forward to the day before my appointment (april 18th) I called and spoke with customer care person. He told me that indeed I could not use both and that I had a appointment on april 19th. He gave me another number to call and after 25 minutes waiting on hold I used another phone to call in a complaint. I spoke with a supervisor and they said they could not give my $30.00 back until my final appointment when I paid the remaining balance. So, I pay for it upfront and then they will reimburse me. I thought this was rather odd but ok.
Today friday april 19th was the appointment day and no one showed up so I called. I was told my parts (which were being delivered to my house-no one told me that they were coming to me) were not coming until this afternoon and we could reschedule the appointment for this coming monday. I was very upset because I had to take time off work and have to again on monday. It really did not matter to them. They kept repeating my new appointment. I escalated the complaint (on hold for another 25 minutes) and they offered a gift card to sears. We do not have a sears anymore. It got escalated again and richard the lead manager said they would do nothing for me because he could not find my appointment for today, even though he and I both had a confirmation for a "rescheduled sears appointment". I was told by richard there was no one else for me to speak with. At the end of the call he told me to have a"blessed day".
I cannot continue to take time off of work. It is extremely frustrating to go with out pay when better communication would have taken care of the situation. I feel they should take $ of my bill. I have spent many hours calling and waiting at home-not getting paid.
I will never buy a sears product again. Imagine... Not even an apology.

I would not have imagined how horrible this company has become. I have had 3 canceld appointments and missed 3 days of work for a repair that was given a guaranteed repair date and now you are asking me to miss a 4th day of work due to your error. I also lost food and additional money because of yor lack of honoring scheduled appointments. When I asked for a supervisor I was refused. Your employees are rude and show a lack of compassion. I have called several numbers for assistance and have received none.

I placed my order # 894501038 (salescheck 093000373547) on April 4th 2019 for a Kenmore 6-Burner Gas Grill with Storage. I received an email from Sears on the same day (April 4th 2019) informing me that my order is ready for pick up. I checked my order online yesterday, before going to the store to pick it up, but I found the order status states that my order had been picked up. Because the item size is too big to fit in a car, so I had to find a truck, which I did, but unfortunately I missed the chance, and I no longer have it.

I chat with a representative who told me that they would contact me in 72 hours. I wasn't satisfied by that response and I called Sears on April 16th 2019 at 4:59 PM. Sears representative told me to go to the store and file a dispute there.
That was another terrible response; I didn't order the item from that store. I ordered it from Sreas Online. The store staff could even say that they hasn't received my order. What could I say to them in this case. Also, the store is about 40 miles far from my home, but I chose that location because it was the closest store that had the item in stock. I told the representative that I had bought the item from Sears Online and not from that store, and I had paid my money to Sears and not the store. So, I asked to talk to the manager, but the representative put on hold forever (the total time of the call was an hour).

Sears has to take care of the problem. Asking me to drive 40 miles to file a dispute is a terrible customer service. As I mentioned above, I don't have the chance of using a truck, and I believe that it is fair to ask for the item to be delivered to my home.

I will not accept a refund after all this long waiting (13 days). besides that when I shopped for this item I learned that there was very few of it, which means that I don't have the chance to order it now from another store.
How did the store hand the item to a person who, apparently, didn't have my ID!
This is the store information:
Address: St Charles Towne Ctr11170 Mall Circle Waldorf, MD 20603.
Phone # 301-870-6300

I am looking forward to your prompt reply.

Thank you.

Sincerely

Najat Talha
[protected]@hotmail.com

It is now over 2 months since I have attempted to cancel an online dryer order.
I was told on 3/22/2019 that I would be receiving a refund in 10 business days. I have now spent an hour on the telephone phone, after being bounced around and calling back to find out the the order can't be refunded at this time. An "offline" division now has to handle this cancellation and it will be another 7 - 10 business days while this happens. In fact, the representative asked for the credit card number that I used so that she could place it in an e-mail to the "offline" division. I told her there was no way I was giving her that information and that the "offline" division could contact me accordingly. For the record, I have made a total of 10 calls up to this point in time. Everyone I talk with gives me some excuse why the order can't be or hasn't been cancelled. Interesting part it, Sears has had my money from the moment I placed the order. But now, they are unable to refund my money. It's no wonder Sears is bankrupt! Sad, I'll never buy another Sears item as long as I live. I've spent thousands of dollars on appliances, tools, and lawn equipment over the years.

I bought two applainces from my local Sears store. I bought a Sears Kenmore Elite stainless steel side-by-side refrigerator, model # 106.51773 510 March 16, 2018. (Salescheck # [protected]) I bought a Sears Kenmore stainless steel Microwave, model #790.[protected] June 6, 2018. (Salescheck# [protected]) BOTH items have a faulty finish on the stainless steel exterior. BOTH are showing sign of rust forming on the exterior doors. (See attached pictures.)

Both products have been used in an air conditioned kitchen, not exposed to outside elements. I have only wiped the surface with a damp rag; no detergent or cleaning solutions; no stainless steel cleaning products.

Something is wrong with the actual product. The finish is defective. One appliance repair technician who worked for Sears in the past and was at the house for a washing machine repair thought it might have something to do with the shrink wrap that both product surfaces were wrapped in when delivered. He though that maybe when the protective plastic covering was pulled off, that the adhesive on the covering pulled off the stainless steel protective coating applied at the factory. It certainly sounds plausible.

I don't know what the problem is, I just know the finish is defective. I've had stainless steel products for 15 years and this was never an issue.

I think Sears should replace the doors on the refrigerator freezer and replace the door on the microwave. It replacement doors are not possible, then they should replace both appliances. I know baking soda can remove the rust, but without the surface being properly coated and protected, the issue will rise again. I should NOT have to worry about rust appearing on my stainless steel appliances from Sears.

We purchased a Kenmore Elite Grab and Go refrigerator from Sears in April of 2015. Last week our ice maker stopped working, and then a few days later the frig and freezer both stopped working. We contacted sears and was told that our warranty had expired. Sears scheduled a repair man to come out the following week, and offered us a warranty plan stating that we could pay $49 a month, with a $99 deductible, with parts covered and labor for up to $500. We accepted the plan. Even then because Sears does not do repairs on the weekend, we still lost a lot of food therefore had to spend $160 on a small freezer to salvage what was left of our frozen meat. The following Monday we waited for the repair man for most of the day. Our appointment time was between 1pm and 5pm. The Sears repair man did not show up until around 6pm. He then informed us that our compressor was bad and that it would take a week for the repair work to be done. He then told us that we were expected to pay $99 for the visit, plus $146 dollars because the repair job exceeded the $500 limit. This information was slightly different from what we had been told by the person who sold us the warranty plan. When we called back a different representative told us that Sears only covers up to $500 for the total repair job. When I complained about the misinformation, the warranty person on the phone offered me $500 towards the purchase of a new refrigerator from Sears. To add insult to injury, the repair person told us "Your compressor is an LG compressor and these things are dropping like flies". When I questioned him about the brand of the replacement part, he informed us that he would be replacing the compressor with another LG compressor. I have been on the phone with Sears several times the past few days complaining about my refrigerator not working. Twice the warranty person on the phone was more concerned with scheduling a free walk through to sell us a new AC unit than they were our nonworking refrigerator. After being told that we now have to wait another week, we ended up spending another $60 on a small refrigerator. I called the corporate office this morning and was sent back to the same customer service number. It's frustrating because the English of the people we spoke with is not very good. The agents sound very rehearsed and appear to experts at not solving your problems.

I have purchased appliances from sears for years as have my and sisters, never until have i had a problem . I wanted to purchase a clothes dryer using the lease plan, the slaes person wanted to sell me product insurance, i refused tell the sales person that i have never had a problem with a sears product she then responded that, s because to buy cheap sears products but when to purchase more expensive items with up grades you need the policy . She informed me that she has had problems with the appliances she has purchased from sears . to try to up sell a buyer to refuse to do what is required to complete a sales using a lease agreement, to tell a cusytomer that an amex debtcard is not a debit card and then demnad that i prove that it is shows a lack of training . the lease company attempted to help her process the sale but she was unable to operate the computer to do so . I then requested that i talk to a some one above her and she said that theirwas no one in the store . I today learned from the head of the store that there was some above her that i could talk too, so she lied . I say if you want to purchase appliances go somewhere other than sears

Our first unit was a French door with the freezer on The bottom. It was purchased on 1/17 and within 3 months I've started to build up and service called. They claimed an ice trap problem then this January the freezer wouldn't open. Ice froze unit Repairmen out 6 times finally one took off the door and saw inside warped. Had to go to the sears store and pick out a new unit. Couldn't get what we wanted because of a late delivery date and we were heading back to Buffalo before then. Deliver on Monday, April 8th and by the next day freezer full of frost and ice. Repair out today. Huge gap in entire cabinet. So Friday another unit being delivered. I've lost food and precious time calling and waiting for repairs and deliveries. I feel Sears needs to do something for me!
Mary Grace Frank

I requested repair service about six moths ago regarding a dishwasher leak, which up to now has never been resolved. Sears has dispatched a total of 4 field technician so far. Each one of them I had different diagnostics and after a bunch of spare parts ordered, still no resolution to the leak issue. The scenario is that whenever the previous technician orders a part he instructs you to call in to re-schedule an appointment whenever the part arrived. Unfortunately, when the new technician arrives only to ask you why the previous technician ordered that particular part and that it was the wrong diagnostic. After a total of 4 technicians with different conflicting diagnostics I called in to voice my opinion. I was told that they were not sending in any more technicians claiming that based on the diagnostics, the parts were not covered under the contract. This is the company that advertises that if they couldn't fix it, they would replace it but to my surprise I was told they the parts were not covered.
With this kind of horrible service and not offering what was advertised to the clients is the reason why end users loose trust in the would have been legit service providers. Is it worth signing up for such service contracts? One is better off saving the premium amount in a piggy bank and use it whenever any appliance breaks down.

Hello, we bought a refrigerator with damaged handles and no other damages at Sears outlet in Newton, NJ three weeks ago and delivery was set up to my second house Dingmans Ferry PA on March23, 2019. They deliver appliances that we bought and when I look at refrigerator it had more demages when we bought it. The handles were damaged in more spots, handles in the bottom have dents as well. Sides of the refrigerator have dents. I inquired about it the delivery guy but he said it was like that before. So I sighed the papers stating the delivery was done. When I back home to NY and I looked at original receipt I saw that it should be no damages but only the handles on the top. I called the store right away and the the guy who delivered appliances to me pick up the phone. I explained to him that this delivered refrigerator has more damages then originally. I asked to replace at least the bottom handles. He said once I sighed the papers there's nothing can be done. Then I requested a return which he replied that I have to do it myself. Unfortunately I can't do it since I have medical condition that not allow me to walk normally. So he asked me to send email with the pictures and receipt which I did but no answer... the more I was thinking about what happened I realize it was wrong refrigerator because at the day we bought it we took all parts with us like manual, filters and so on. Delivered refrigerator has all parts inside the refrigerator... later that day I call to customer service and explain the whole situation. The customer service called to the store and the manager of the store Ms. Kelly was busy at that moment and said she will call me back within 1 hour. No one called me back. Since I have only 30 days to return and 3 weeks pass already I have only 1 week left to return it. Please assist me with this issue. Thank you

2 techs came out not 1 diagnostic test done! Do not use them 1st guy came out after sitting around all day, listed to symptoms decided it was the coil without ever doing a test. Used the dryer the next day it's even more messed up than the fist tiem. The 2nd tech was supposed to come after 4:30 (cs assured me of this) he told me he doesn't work past 4pm even though wait window is 1-5! Left work early to meet him here by 4 and He gave some BS about distance from the Dryer to the vent and dryer working too hard. Our house is average distance same air flow we have alway had, vent is clean and nothing coming out so there is no blockage. !Not one diagnostic test was done, he came up with some BS story and never pulled out a tool or opened up the dryer. Also would not listen to symptoms kept trying to say heat issues etc even though the dryer can't be too hot and turn off when it was even running for over an hour! What the hell does the start button randomly working have to do with heat either? Dryer not running on temp settings etc. When pressed about why not opening the dryer up, doing any tests, looking at the panel which is clearly having issues he said i'm not dealing with this and left. Now 6 phone calls later and still trying to fight with someone for a refund and getting the run around.

Refrigerator stopped cooling on friday.. Called and they said they could get someone out on monday to check it out. Lost everything in the refrigerator and freezer. Monday tech came out and said compressor is shot and needs replacing, called it in and they told him to order and schedule for replacement. So he tells me that it will take about a week to week and half to get the part and schedule to install it. This is unacceptable.. I have 4 kids and we have no refrigerator for 2 weeks and sears thinks this is acceptable. Tried calling and explaining this to the person on the phone but they said they was not gonna do anything about it. I can see going without a dishwasher or washer and dryer.. But a refrigerator is an essential to everyday life.. How would the person in cgarge of making this decision like to live without a refrigerator for 2 weeks.. This is so wrong and unacceptable.. They need to get me a new refrigerator now! This one only made it 2 years.. No winder sesrs is going bankrupt if this is how you treat your customers