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2.3 2940 Reviews

How responsive is Sears's customer service?

944 Resolved
1992 Unresolved
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Sears reviews and complaints 2940

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10:43 pm EDT
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Sears sears home services appliance warranty plan

We purchased the warranty for our washer & dryer. Our washer broke down and we contacted Sears Home Services and subsequently our scheduled appointment has been cancelled and re-scheduled 3 times by Sears. The first appointment the techniciacn could not complete all of his scheduled repairs so he could not get to us. Sears policy is to re-schedule our appointment, NOT move us to the next day, or when technicians are available.

Next our 2nd appointment cancelled by Sears and re-scheduled again with no input from us.

Our third scheduled appointment on 9/18 was again cancelled and re-scheduled to 10/6 because Sears did not have technicians available to provide service.

This is basic breach of contract and fraud.

We have emails and texts showing the cancellations and no shows

Desired outcome: Provide our service or refund our warranty cost

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5:41 pm EDT

Sears Sears home services for repair on my lawn tractor repair

I have been trying to get my lawn tractor fixed since Aug 25th. I have had two service calls cancelled on the day service was supposed to occur. Today, Sept 18 I was supposed to have a technician come between 8 - 5. at Noon I received a text message saying my appointment was cancelled and I needed to reschedule. At 12:15 I called in and they said they could schedule me for today - the 18th before 5 PM. At 3 PM my appointment was again cancelled.

I have been on the phone since then trying to find out why it was cancelled twice in one day and when I could expect to have a technician come out.

I have asked to talk to supervisors (I've been bounced between departments) and have been told they are too busy - high call volume.

As of now the best the call center can do is Oct 9th.

What do I need to do to get a technician out to fix my broken belt on the tractor?

Desired outcome: I want a technician out ASAP and not be told one thing and have another occur.

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6:39 pm EDT
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Sears Craftsman warranty

I recently filed a warranty return on a craftsman tool which Sears accepted - they gave me “points” to use on their online store to replace the tool. That was a couple of weeks ago when I login I see the points posted to my account but none are available to use and they have no way to contact a person to resolve the issue. I have tried everything I can find on their website but none of it works - it keeps throwing. Me out or hanging up. This company should get negative star reviews. I would like for them to resolve this

Desired outcome: Allow me to use the reimbursement method that they have set up.

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2:16 pm EDT
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Sears Master protection plan

The refrigertor has not worked and has had 4 service calls. Sears refuses to honor the NO Lemon guarrantee. I have spent countless hours on the phone and waiting for service technicians to arrive and then waiting weeks for parts to arrive with a nonfuncional refrigerator. Still they refuse to honor the replacement

First repair appointment 10/13/22, second is 4/20/23. then 6/16/23 and 9/13/23

That is 4 appointments and Jonathan employee number 719693 is refusing to start the order for replacement. This is dishonest practice. My elderly parents bought that protection plan and they are being taken advantage of.

Plan is for Samir Tadros

[protected]

Desired outcome: I need the protection plan honored and replacement issued.

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5:08 pm EDT
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Sears - Service - side by side refrigerator

We have been long time customers of Sears with the Master Protection Plan on the appliances within our home located at 3745 Collier Drive, NW 30331. We have been dealing with service problems for repair since 2022 and 2023. We have loss food numerous time, with much frustration. Loss food on the freezer twice, completed forms for replacement...

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7:36 pm EDT

Sears Service

I contacted Sears at 9:30 this morning (Sept. 11, 2023) to make an appointment for a technician to come to my residence to service my HVAC unit, which is leaking water. To my surprise and delight, I was told that a technician could come that same day between 10am and 2pm. I immediately made the appointment and eagerly awaited the technician's arrival. Lo and behold, it's now 7:22pm and I have yet to receive a phone call, an email, or a text message from Sears. Given that I have to give them a credit card number, I can only surmise that this is a common practice of Sears in an effort to lock customers in to doing business with them. I'll give them a couple of days before contacting another contractor.

Desired outcome: My desire is for a technician come to my residence and complete the necessary repairs to my HVAC unit.

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7:33 pm EDT
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Sears Sears master protection plan

After hearing from them they were replacing my refrigerator, I have been strung out an additional month by saying I should have never been told that they would pay men $3,199 and that it is management review. Call back 3 business days or 5 to 7 business days. Last week was told it was approved again for $3,199 just not the model but this week was told its in a new management review again. How can that be. This is fraud and bogus. BBB has been notified. I will go to small claims court too.

Desired outcome: Give me the refund of a replacement or a replacement. No fridge for going on 2 months. You think you can wait me out? I can always buy a new one and go to small claims court. I am retired I have the time, Do you?

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7:31 pm EDT

Sears Vinyl siding

Back in 1999 i had my house sided by Sears. They had a 50 year guarantee or maybe lifetime.

I don't remember the year I started calling for repairs, but they told me yes they had done my house but it was under someone elses name and it was non-transferable.

I had no proof I could not find my paper work. They would not budge.

Now the other day i haave the proof that I bought and paid for it. It was 13 or 14,000.00 dollars i got the contract number.

Now, what can be done about this now the 50 years is not up and the siduing is all faded and looks terrible.

I think they should reside my house or something close to that.

Desired outcome: Replacement of product

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5:42 pm EDT
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Sears sears master protection

i went on-line and made an appointment to get an estimate to repair my refrigerator and the repairman came and gave me an estimate. He said that he sent the invoice to me over the email but instead I got only advertisements and no invoice. In the past I always used Sears for my repairs and they always were perfect. I never had any complaints until today.

Well, I will never use them again, ever.

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Update by laura90001
Sep 10, 2023 11:11 am EDT

SEARS CORPORATE PEOPLE HELPED ME [protected]...

Resolved

SEARS CORPORATE PEOPLE HELPED ME 815--240--5160

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3:16 pm EDT
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Sears Home air conditioner under sears home protection and hasn't worked in a month.

We have been without air for the whole month of August in Florida with little to no help from your home warranty people..We are an elderly couple over 80 and believe this to be elder abuse as we have been waiting for them to call with no one getting back to us...we are told to wait for a phone call or a service person from 8-4.[protected]. Lionel is never available to talk and doesn't return phone calls from the service department in Beverly Hills Fl. along with Jocks who was helpful but Lionel is almost unreachable and whom we are told to speak with...no one answers the phone so they screen the calls. The next call will be from attorneys.

We will be contacting an attorney as we feel this is unacceptable from Sears.

They are now being treated for heat exhaustion...they have been in the house with heat above 90F inside then house.

Desired outcome: Litigation against Sears and Lionel will be charged for elderly abuse.

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dephniek
, US
Sep 07, 2023 4:59 pm EDT

Hi Joe

you can speak to Sears Corporate Complaint Desk regarding your issue.

Sears Corporate Complaint Desk

815 ! 240 ! 5160 ..

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11:20 am EDT
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Sears - Kenmore Furnace

Claim 751605. This is the biggest scam ever. Master protection plan is supposed to reimburse me an approved $600.00 for replacement of the furnace motor fan. It was in the dead of winter with over a month of waiting, Sears failed to fix. This was 11/14/22. It's now 8/30/23 and after more than 50 calls and the same fake line given to me, I am still waiting...

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8:09 pm EDT
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Sears - LG Refrigerator

Refrigerator quit working on 7/8/2023. Called the number for our sears home warranty plan on 7/10/2023. Technician from A+ Appl (contracted thru Sears) came out 7/15 and ordered new compressor and dryer (3rd time this has gone out on this LG fridge we purchased in 2015. Part was delivered to our house after which we had to contact A+ to let them know it...

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1:40 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sears Refrigerator

I purchased a Kenmore Elite model in 2018. After 4.5 years of service, the compressor needed to be replaced. I came to find out that the compressor is an LG part, which is notoriously unreliable. After reviewing my warranty, which states "Sears will replace, free of charge, within 5 years of purchase", I scheduled an appointment with Service Home..

Desired outcome: Replacement

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Update by Jerrymoc
Aug 29, 2023 1:42 pm EDT

SEARS Corporate Complaint People Helped me

[protected]

Resolved

GOT HELP BY SEARS CORPORATE COMPLAINT SUPPORT NUMBER 815--240--8501

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3:29 pm EDT
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Sears Kenmore refrigerator part and service/labor - service order #[protected]

Order #[protected] - The part was dirty, Used and damaged. (Ice Maker) The technician that came out on 8/3/2023 (Jorge P) said that I should not been charged for labor that was not performed and the damaged part that was sent back on 8/7/2023. I spoke with Fan on 8/3/3023 and she informed me that she requested the full refund of $359.92 of which I have still not received. It has been over 14 Days.

I am very disappointed that Sears has not responded back to me in reference to this matter. I look forward to hearing back from you and receiving my full refund.

Sherry Duhon

[protected]

Desired outcome: Receive my full refund of $359.92

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10:17 pm EDT

Sears Kenmore Washing Machine

My washing machine is less than three years old. It has been serviced at least two times, and the technician could not fix the problem. The washing machine displays two codes randomly and does not complete a wash cycle. It is a modern washing machine with a full extended warranty. I thought Sears would have offered to replace it by now, but they keep giving me the runaround. I am very disappointed in the lack of professionalism from a company I trusted to be reliable.

Desired outcome: I would like my machine to be exchanged for one with high ratings. I do not want the exact machine again.

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10:23 am EDT
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Sears - Whirlpool cabrio washing machine

On July 6, 2023 we contacted Sears about our washing machine not working. We have had their appliance warranty on all of our appliances for several years. A technician came out, said he had to order a part and would contact us when it came in. After hearing from no one for a month, we called the warranty department and were told that our appointment had...

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6:06 pm EDT
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Sears Sears Repair Charges

We had a washing machine repaired back in April and were billed for the amount of $220.27.

We paid this by credit card which was posted 6/15 on our CITI Visa card.

We then received a collection notice from RMS for this amount which we sent them documentation of the payment.

We just received another letter from RMS requesting payment which we do not owe as it was paid by us.

Please let them know that this was taken care of and we will not be paying it again.

Thank you,

Stephen Layton

Customer ID [protected]

RMS account # [protected]

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11:33 am EDT

Sears Sears Craftsman tool guarantee

Sears Craftsman tool guarantee used to be great. With Sears brick stores closing, you can't walk in and get a tool replacement. Now you go through a long process online, uploading pictures, receipts, driver's license to get warranty results which are only points to buy a new one. First, they don't give you enough points and you have to repeat the lengthy process. Then you find out you have to pay shipping and tax with your credit card to order a replacement. Then, Sears promises to get you the new tool in 3-4 weeks. I still don't have the tool but the credit card charges have arrived on my statement. Sears is a shell of it's former self. DON'T BUY ANYTHING ELSE FROM SEARS. ALL YOU GET ARE HEADACHES AND EMPTY PROMISES.

Desired outcome: Tool in hand and refund on shipping and tax

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6:32 pm EDT
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Sears Sears auto center products

in 2020 I purchased tires from Sears Auto Center when the company operated in Colonial Park Mall on Jonestown Road in Harrisburg, PA. The store closed during the covid epidemic. The tires I purchased came with an 80,000 mile warranty. I have driven only 20,000 since purchasing the tires. Two of the tires are failing now. How do I claim new tires undertake warranty?

Sincerely,

Weldon Smith

914.830.5059 / [protected]@gmail.com

Desired outcome: Replacement tires, cash refund, store credit

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11:49 am EDT

Sears Sears elite kenmore stainless steel side by side refrigerator

Purchased Jan 2017, delivered Feb 23, 2017. I had this refrigerator 6.5 years and the compressor went out on Saturday, August 12, 2023. No cooling or freezing. I called Kenmore service number and they could send a representative out on August 18, 2023. This was too long, I did schedule the service, then cancelled it. I did have a certified tech come to give me a diagnosis and it was the compressor. Not fixable. He only told us what the problem was, he did nothing else. I couldn't wait 6 days to start looking for a new refrigerator if I needed a new one. I have had trouble with icemaker freezing up 3-4 times with no resolution from Sears. They changed the icemaker out 1 time. My husband and I finally fixed the solution ourselves. In my Sears Kenmore manual it states the compressor is under warranty for 10 years. I need to know if this is true. If so, I want my money back. I paid $1399.99 for the product for 6.5 years worth of use. I do not want the refrigerator fixed because the compressor part is not even available to fix it. I do not want it to be replaced only to have another refrigerator break down in 6 years.

Thank you for your time reading this review, I've been a Sears customer for 50 years. Sorry the store in Hattiesburg, MS is closed now. I purchased all my appliances from there for 50 years. Hattiesburg, MS

I also need to cancel my automatic filter replacement that is being sent to me, since I no longer have the working refrigerator.

Desired outcome: Money returned

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Sears In-depth Review

Overview: Sears is a well-established retail company with a rich history dating back to 1886. It started as a mail-order catalog company and has evolved into a leading retailer in various categories, including appliances, electronics, clothing, and home goods.

Product Range: Sears offers a wide range of products, catering to diverse customer needs. Their product selection includes appliances, tools, furniture, clothing, and more. The quality of their products is generally good, with a decent variety to choose from. However, when compared to some competitors, Sears may have a slightly limited product range in certain categories.

Pricing: Sears employs a competitive pricing strategy, offering affordable products without compromising on quality. Their pricing is generally reasonable and provides good value for money. However, it is worth comparing prices with other retailers to ensure you are getting the best deal.

Customer Service: Sears' customer service is generally satisfactory. The customer support team is responsive and helpful, addressing queries and concerns promptly. Their return and refund policies are fair, allowing customers to return or exchange products within a reasonable timeframe.

Online Shopping Experience: The Sears website is user-friendly and functional, making it easy to navigate and find desired products. The search options are effective, allowing users to filter and sort results efficiently. The checkout process is smooth, and there are various payment options available, ensuring a convenient online shopping experience.

Shipping and Delivery: Sears provides reliable shipping and delivery services. Deliveries are generally speedy, and the company ensures that products arrive in good condition. However, it is important to note that there may be additional charges for certain items or delivery locations, so it is advisable to review the terms and conditions before making a purchase.

Customer Reviews and Ratings: Customer reviews and ratings of Sears are mixed. While some customers have had positive experiences, others have expressed concerns regarding product quality and customer service. It is advisable to read through customer reviews and consider them alongside other factors when making a purchasing decision.

Warranty and After-Sales Support: Sears provides warranty coverage for their products, offering peace of mind to customers. Their after-sales support is generally available and effective in addressing any issues that may arise. However, it is important to review the warranty terms and conditions for any limitations or exclusions.

Physical Store Experience: In-store experiences at Sears locations vary. The store layout is generally well-organized and clean, making it easy to navigate. The availability and helpfulness of staff may vary, with some customers reporting positive interactions while others have had less satisfactory experiences.

Overall Satisfaction: Overall, customer satisfaction with Sears is mixed. While some customers are satisfied with their experiences, others have had concerns regarding various aspects such as product quality and customer service. When compared to competitors, Sears may lag slightly behind in terms of overall customer satisfaction. It is recommended to consider individual preferences and priorities when deciding whether to shop at Sears.

How to file a complaint about Sears?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the necessary information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with Sears. Make it specific and clear, such as "Defective Appliance Delivered by Sears" or "Poor Customer Service at Sears Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience. Mention key areas such as product quality, customer service, delivery, warranties, and refunds. Include specifics about any transactions, such as dates, amounts, and item descriptions. Clearly describe the nature of the issue, including any faults or discrepancies. If you attempted to resolve the problem, detail the steps you took and how Sears responded. Explain how this issue has personally affected you, whether it's through inconvenience, financial loss, or other impacts.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as receipts, emails, or photographs. Be cautious not to include sensitive personal information that could compromise your privacy or security.

6. Filling optional fields: Use the 'Claimed Loss' field to indicate any financial losses you have incurred due to the issue with Sears. In the 'Desired Outcome' field, specify what resolution you are seeking, whether it's a refund, exchange, or other forms of compensation.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your description clearly conveys the issue and your desired resolution.

8. Submission process: After reviewing your complaint, click the 'Submit' button to file your complaint on ComplaintsBoard.com. Ensure that you receive a confirmation that your complaint has been successfully submitted.

9. Post-Submission Actions: Stay active on ComplaintsBoard.com to monitor any responses or updates related to your complaint. Check your account regularly for any communication from Sears or additional inquiries from the ComplaintsBoard.com community.

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