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2.3 2934 Reviews

Sears Complaints Summary

944 Resolved
1989 Unresolved
Our verdict: Engaging with Sears, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Sears reviews & complaints 2934

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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
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

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
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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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4:33 pm EDT
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Sears Refrigerator & washer

I've been a Sears customer for 30+ years. Have purchased most of my major appliances from them. The drop in Sears product and service is breathtaking. To illustrate:

1. Product: After a 26 year old Sears Kenmore refrigerator finally needed replacement, 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 Services.

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Sears Corporate Complaint desk 815-240-5160

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8:10 pm EDT
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Sears Washing machine, grinding, screeching and clicking noises

8/9/2017: New Sears Kenmore washing machine delivered. Serial # C73042267; Model # [protected].

9/19/2021: experienced grinding, screeching and clicking noises during the wash cycle.

9/20/2021: technician came and stayed 4 hours. Replaced nearly everything in washing machine. Two parts had to be ordered.

11/15/2021: two parts replaced.

Cost for parts replacement and labor was $1,173.00. This service was covered under the original warranty.

8/8/2022. Original warranty expired. Entered into new warranty with ears.

Note: Sears claims that its computer has no information/history of the service performed on the washer in 2021.

8/9/2022: washer grinding, screeching and clicking during the wash and rinse cycles. (all noises captured on audio).

8/9/2022: phoned Sears. Can not provide service because new warranty not effective until 9/7/2022.

9/9/2022: technician jiggled the washer tub and performed tests on the control box. He had to leave for another appointment. Washed clothes and the annoying screeching noises were still prevalent.

9/13/2022: phoned Sears to report that the washer had not been fixed. Sears had not yet received the tech's service report so nothing could be done.

9/15/2022: phoned Sears. No service report yet. Maybe in 3 days.

9/20/2022: sheet stuck in washer tub (See 9/9/2022 technician's jiggling the washer tub). Phoned Sears. Earliest service date was 10/7/2022. Told Sears this (late) date was not acceptable.

9/22/2022: phoned Sears and set up service call for 10/12/2022.

10/12/2022: technician removed sheet from washer tub and rapidly went through cycles on control board. The tech left because he had 9 more appointments that day. Problem was that tech did not stay to listen to the grinding and screeching noises the washer was making.

11/7/2022: phoned Sears about the noises the washing machine was still making. Set up service call for 11/28/2022 and "the tech was to stay until the noise problem was corrected."

11/28/2022: Technician did not show up. Received an email from Sears at 6 pm. that the appointment had been rescheduled for 12/12/2022.

11/29/2022: phoned Sears to indicate that the rescheduled date of 12/12 was not a good time. Sears told me to call back later because it did not have its 2023 schedule yet.

12/9/2022: phoned Sears. Set up service call for 1/3/2023 with Special Instructions for the technician "to stay until the problems are addressed."

1/3/2023; technician came and ordered parts for the washer. Set up installation appointment for 1/14/2023.

1/13/2023: service call rescheduled for 1/19/2023.

1/19/2023: technician replaced parts but could not stay because he had "15 more appointments that day." - meaning, of course, that he was not around to hear if the new parts made a difference in muting the annoying noises. They didn't.

1/24/2023: phoned Sears about the litany of problems getting the washing machine fixed: technicians can't stay to observe the noise problems, the money being wasted repeating the same processes, etc. - and the washing machine still not fixed! But, we set up another service call for 2/2/2023.

2/2/2023: technician removed a plastic protector from under the washer. Did he stay to see if his ingenious procedure cured the noise problem? Nope. Had other appointments.

2/2/2023: washed clothes. Horrible screeching noises still heard.

2/4/2023: replied to a Sears satisfaction survey and detailed as best I could the utter abysmal service we have received. (as of 8/14/2023 there has been no response from Sears).

2/6/2023: phoned Sears with a request from it to put in their computer records our complete dissatisfaction with the service Sears has provided and the fact that our washer has not been fixed. I further stated that we did not any more technicians coming - it does no good, no good at all. I indicated that I would call again - we're still paying monthly for the warranty - if the washing machine "shakes, rattles or rolls or completely breaks down."

8/14/2023: the washing machine is not rolling, but it is shaking and rattling and still emitting those grinding, screeching and clicking noises that are so loud that they can be heard throughout the house. I am so frustrated and at my wit's end.

I would hope that you could intervene and effect some resolution. Thank you.

Desired outcome: A washing machine without any grinding, screeching or clicking noises.

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12:13 am EDT

Sears Hot water heater

Ive had a master protection agreement on my hot water heater for 20 years. I was told by a few technicians it was any day. To avoid the mess i should put water on the floor and call and they would have no problem to say it needed to be replaced. Well i didn't because i didn't feel right! Its now over 3 weeks and i dont have a hot water heater. Its been a living hell and they don't care. The amount if money they offered me was ridiculous so its been expedited. But expedited and its over 3 weeks. Now they are asking for a breakdown of the installation. This is insane. I dont know what to do or contact. Sears is a disgrace from there past selves. I cant get people to contact either by email or calls.

Please im

At my wits end living like this is awful after spending so much money.

Should i contact a TV station any ideas. Between this the damage to the basement and other things im cracking. Please anyone have any advice?

Please help

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4:01 pm EDT
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Sears Replacement of refrigerator

Have insurance on all appliances. Refrigerator couldn't be fixed so the made me pick a replacement. They cancelled the delivery 7 times. It's been 3 months without a refrigerator. Had to borrow one from friend until I receive the one from sears that was promised. Their excuse is the manufacture didn't send it. I want the money to be reimbursed so I can go and purchase my own refrigerator. There has been so many calls I made to rectify this problem sears keeps passing you to many people and not solving the problem. There is a limitation on how long you have to wait until you get your product. They said only a supervisor can issue a reimbursement check. So where's the supervisor? Unbelievable service.

Desired outcome: reimbursement money They quoted me $3,100 that was equivalent to the refrigerator I lost. No money was ever sent

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10:11 pm EDT
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Sears Not being refunded the balance of being overcharged for a service technician services. Please see the below email. Thank you. Cathy and Ron Colonna

I am entitled to a refund on an overpayment of a service performed. Kenmore From: Catherine Colonna

Sent: Monday, July 10, 2023 11:55 AM

To: [protected]@searshc.com

Cc: Catherine Colonna ; Ronald Colonna

Subject: Error in Billing

I believe there was an error in our final bill. On 6/22/23 a service technician arrived to fix our water heater. The service order number was [protected]. A part was ordered. At that time we paid $250.87 with our debit card. The bank processed the transaction on 6/23/23. The part arrived and a technician installed it. He presented a final bill for $333.45 and it was paid, again using our bank debit card. After the technician left i reviewed the receipt and found an error in the final bill and was no accounting for the $250.87 we had already paid. I believe we were over charged.

Thank you,

Cathy Colonna

3982 Princeton Blvd

South Euclid. OH 44121

Cell Phone Number: [protected]

Service dates: 6/22/23 and 7/10/23

Service Order Number: [protected]

Sent from my T-Mobile 5G Device

w about and it has been almost a month with no respponse

Desired outcome: I would like my refund ASAP. Cathy Colonna

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3:40 pm EDT

Sears My dishwasher

My control board push buttons are constantly cracking and breaking off. You are wasting my time and yours constantly replacing the part, sometimes even coming defective. This is the 3rd time within a 2 month period you had to come, for the same thing over and over again and years before that; many times for the same problem. At this point I want a total replacement, because the replacement part cannot be fixed. The warranty for which I constantly renew, I could've bought a new one. The amount that it cost you for the part and a man coming twice, because he needs to come and then order the part, then come again to put it in, which is also, a waste of my time between 8am and 5pm each time.

Desired outcome: New dishwasher

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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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Phone numbers

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