Sears
reviews and complaints

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.

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

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.

Purchased from sears a Kenmore Refrigerator in sept of 2022 the water dispenser failed, and a tech ordered a new one. Was told it would be sent to my home within one week. The part is discontinued, and no one will help after 2 months. I will never purchase from sears again. Kenmore Bottom Refrigerator model 111.[protected]
Jay Breslin
834 Kenmara Drive
West Chester Pa. 19380
[protected]

Sears serviced my GE ADVANTIUM 120 PROFILE microwave oven for a cracked door. It's cream color and Sears said they didn't have the part, so they offered me $299.00 to replace the microwave. This is not enough to cover the replacement cost of a GE ADVANTIUM 120 PROFILE microwave. After conversation with my wife, we emailed Sears and told them we were willing to accept a stainless steel ADVANTIUM 120 PROFILE replacement, but never heard back from Sears. The ADVANTIUM 120 gives us another means of cooking, baking, as well as using it for a microwave. For the amount of time we've been paying our Sears service contract, surely you should be able to replace our microwave with a unit that has the same functions as the ADVANTIUM 120,even if it's in stainless steel.

According to the plan, built in microwave oven, maximum of 1 unit is covered per agreement. A maximum covered amount of $3,000.00 is allowed per Agreement term.

Thanks,

Peter Podes

Plan Number: [protected]

I have a shovel with a sticker on that states LIFETIME WARRANTY which is broken. I have not been able to talk with a REAL PERSON only on a chat line. They stated that SEARS no longer covers LIFETIME WARRANTIES on hand tools. How can they decide to change their Warranty, that is why I HAD always bought Craftsman Products. Notice I said HAD, NEVER AGIAN and I am TELLIN ALL MY FRIENDS and POSTING ON LINE !

I have had master protection agreement on my hot water heater as well as other items in my home. You wouldn't replace it until it started leaking! Well it did and I have a mess on my hands. It is impossible to get a straight answer from anyone and all they have been doing is giving me different phone numbers.

I was told that if my water heater caused damaged everything would be covered. I'm not getting the same information now and I have so far accumulated bills of over 3,000.00 and this isn't to fix this is to clean up.

On top of being without hot water my air conditioner was affected and I've had no air now since 6 days.

I now have to replace the hot water heater, and again I'm not getting the service I would have expected.

It was determined by Sears, under their insurance, that they would replace our microwave. They have set up several dates to deliver AND install it only to cancel the appointments saying they have no installers available. They want us to take delivery of the microwave without installing it. If they can’t find an installer, how can we? It’s been over two months and I have called them at least twice a week for over two months. They are now offering to send us a check to pay for the installation but of course we haven’t heard from them to tell us the amount. I am totally frustrated and do not know how to proceed.

I have a Master Protection Agreement, as my Compressor went out. As I have made "MANY" calls to the Sears Home Services and have had nothing but a "BIG PROBLEM" with them over my Refrigerator ( even told by one customer rep. that they were refusing to repair my refrigerator). Now I have tried to contract Sears Corporate via many phone numbers with NO LUCK none of the numbers that I found are NO longer Sears Corporate numbers. As I need to talk and tell what/how rude I was treated. I have an agreement that is good till 11/02/2024 have never had to use it till now and it how has been 4 weeks that my refrigerator has been broken (06/28/2023). Unknown why I have called over 12 numbers trying to contact the Corporate office.

Had a repairman out. He ordered parts. Parts were delayed arriving, so the repair appointment was rescheduled. Eventually parts arrived and the repairman came out. The washer had a noise problem and a slight drip into the tube when not running, but worked fine.

After the repair, the hot and cold water were reversed internally, so that we can't choose a water temperature. Our delicate wash on cold was scalding hot.

I called to get this fixed and now have an appointment 3 weeks and 2 days into the future for someone to come correct this repair error. Meanwhile, I don't have a usable washer, because I can't choose the temperature.

Can this be called reasonable service? Working washer to non-working washer and over three weeks to correct this error.

Waterloo, NY

My electrolux washer broke May 31, 2023. We could smell something electrical burning coming from the laundry room. We had our laundry room door closed & as soon as it was opened smoke came out! My son thought it was steam at first, but then you could smell it. The smoke filled almost half of my home.

Called Sears Master Protection Agreement & they set up repairman for the next day, June 1, 2023. He came out & said it was the bearings, inner & outer drum & possibly electrical parts. He decided to call in for a replacement.

Never received an e-mail that Sears had received his order for replacement. It took me 3 weeks to get a live person to close this claim & send out another repairman. He said the same thing That was on June 29, 2023

I have been told the claim has been "escalated", it has not. I have been told that Sears "knows" the washer cannot be repaired and a replacement has been asked for.

Sears has sent me nothing in that regard. I have had a Master Protection Plan with Sears since 1996. This is almost 2 months. I know others have waited longer. I cannot do stairs, so washing at my relatives homes is out- they have basements.

All of the "direct" numbers I was given in June go nowhere. And I mean absolutely nowhere. I have talked to Sporting Goods/Golf sales, casinoes, restaurants & one was an "entertainment" business. So much for direct numbers. Any help would be appreciated.

I filed a request for our washer to be repaired on 5/13/23. Someone came out to see what was wrong and ordered the parts fairly quickly. The control panel for our kenmore washer was canceled due to not being available. Sears researched the part around 6/13/23 and supposedly found it with superior parts and was supposed to arrive by 6/21 and then by 6/30. The part has still not showed up and each time I call all I am told is that they are researching where the part is. On 7/3 that request was supposedly expedited. 8 days later the part is considered pending and they are expediting again to see where the part is. I have now been without a washer for 2 months and there are 9 people in my home that need to wash clothes. The amount of money it takes to go to the laundromat could have bought me a washer already. I just want a resolution.

I have had Sears Master Protections agreements for going on 15 years. However, at this point the company would be better off and consumers better served if this company closed its doors. My fridge has been down for over a month. After three failed repair attempts, they along with the MFG deem it not repairable. Now starts a whole new process of going in circles trying to get it replaced. One delay after another, wait and more waiting and nothing happens. I have heard how my case is be escalated so many times it's beyond belief. Yet, nothing happens and here I am still with no working Fridge in my kitchen. I have had the worse of worst dealing with Sears over this one. They are impossible to deal with.

I had a service man come to clean my dishwasher for $99

He was here total 15 minutes, took apart the spinner on top shelf. Removed some debris told me the only thing he could do is tell me to clean my dishwasher with lemon juice and vinegar,

Changed my ticket to $119 labor

And cleaning $50

For a total billl of $169.00 and he signed my name to the reciept,

I initiated service for dishwasher on March 9th, 2023. I have been given two reference numbers for replacement due to a part not being available On June 23rd, I was told for the second time my ticket was closed by tech, and an open ticket is necessary ...so they rescheduled tech for July 5th ..I am now starting over for the third time because Sears ha closed my prior 2 service orders...although all of the records related to the two replacment reference ID's, [protected] & [protected] are in sears records, the circuit board needed is not available.

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The service for July is solely to get another (3rd) service ticket opened. Sears has all info they need in records..Sears is deliberately prolonging and extemding the replacement process. I have had Master Protection over 10 years and Home Warranty two years.

WHY AM I, THE CONSUMER BEING PENALIZED FOR INTERNAL FAILURES OF SEARS? 90 DAYS IN AND STARTING OVER

Phillip called me at 8:45am to confirm the scheduled appt with me. He asked me how he would receive payment and I told him that it would be by card. Now I had to leave for work at 9 but the payment was already situated with my fiancé who was still in the house. Philip arrived at 9:30am and I had received a call from him saying he was downstairs. Now the way our building is designed there are two main doors that lead to the apartments. I left it unlocked for him to have easier access to the apartment upon arrival. He tells me that the doors are locked. I expressed to him that he didn't have to turn the doorknob and to simply push the door open. He asked me if my house was on the corner of 93rd avenue and I said no. He says "well I don't know what to tell you lady but, the door is locked. I texted my fiancé at 9:32am telling him that the technician was downstairs and how he couldn't find the building. So, he goes downstairs and tells me that Philip was indeed at the wrong building. Philip calls me back at 9:37am saying that he was at the wrong building but if I'm not here how will he get paid. After that I told Philip we will reschedule because his unprofessionalism was just overwhelming at that point. My fiancé thanked him for his time and restated that we would be rescheduling. Now from my understanding the payment comes after the refrigerator has been looked at and the issue has been explained or resolved. My fiancé told me that Philip placed his hand in the refrigerator, the freezer and then asked, "how will I be getting paid?" Which was when Philip called me and asked the same question at 9:37am. It is extremely rude and unprofessional for this technician to continuously question whether he will be paid because we are black. He was wrong in how he handled being at the wrong address and had no remorse about it, by tying what I assume was taking accountability with his question of payment. I had left my card at home for this purpose as well, but I don't understand why I should even have to explain something like that when the refrigerator wasn't even diagnosed. It is undeniably insulting to be treated this way by sears and those you send to other people's homes seeking help. I can't fill my refrigerator with food become of some unknown problem and when I seek assistance from "professionals" I am treated with undeserved classism. We have a 2-year-old son who is currently with his grandparents so we can fix this problem. Payment was guaranteed no matter what we need that appliance, and we need to go food shopping. My food doesn't last in that fridge for more than a day, two at most. Now we have been delayed even further on a necessity for our family. Its so frustrating to be treated unfairly over something that we have no control over or him making unfair judgements. One can't help but question that if we were of other races would we have been treated so? Philip did not assist us in anyway shape or form he was rude from the start, and I believe he needs more training as well as development in customer service.

Problem: Order # C800380 never delivered and refund NOT amount charged my Discover Card.

Order # C800380

Order Date Jan. 29, 2023

Part # [protected]

Description: Burners for:

Kenmore furnace Mod 807.779020

SN H408 38495

Mfg # SULK 080 AG01

Quantity: Three

Charge: $201.34

Pmt: Discover Card

Pmt Date: Jan.29, 2023

Problem: Parts never delivered! Charge for order paid, $201.34 Jan. 29,2023 but refund ordered June 2, 2023 was only $184.23. That amounts to a shortage of $17.11.

Subject: Case # 7648631

Dear Sir/Madam,

I am holder for Sears master protection service agreement for last 7 years but when I needed it the most, I have been made to run around for last 1.5 months. Enclosed below chronology of events

1. Around April 15 my HVAC broke down and I contacted them

2. The technician came on April 21 and after doing checks submitted paperwork for replacement

3. After that I followed up every alternate day and I was told it will take 3 more days and I should call back and every time the same story

4. I called them on May 25 and they told me that request has been denied because paper work was not submitted for replacement and they said they will send a senior technician again( It is same technician who came on April 21)

5. The technician came on May 27 and was bit surprised why replacement was not approved, and he called his manager( Mr. Lee), who in turn confirmed me that paperwork was submitted on April 21 but he was kind enough to resubmit it again

6. I again called on May 30 and was told to call after 3 days.

7. I again called on June 01 and was told replacement is not approved, meanwhile the temperature is 90 F

8. I again called on June 04 and was told replacement is not approved, meanwhile the temperature is 100 F

9.I again called on June 15 and was told replacement is not approved, meanwhile the temperature is 100 F

It will be helpful if you could investigate my concern and help us

6/6/23 Sears responded to my request to fix my Weber gas grill. I was quoted $139 to come to house. If no repair is done I pay the 139. If repair is done, the 139 goes towards repair. Technician came. Grill wasn't repaired. He said he thinks it may be the regulator but he doesn't carry weber parts and I should order it myself and he left. Grill not working. no repair done. That afternoon my card was hit for $178.15. I tried calling. Couldn't get through. No response. I contacted my charge card and put in dispute for the $39.15 which they are currently looking into. Then, I received an invoice in an email showing I agreed to 178.15 with a signature. Not only wasn't I told of that fee, but I was never asked to sign anything. The technician forged my signature. Now I feel I deserve the full refund. I have the printout to show my signature was forged and I will take it as far as I have to now. that is illegal. I'd appreciate a response as soon as possible to see how you will resolve this. Thank you for your time. Debbi Maxwell [protected]@msn.com service order [protected]

I have been waiting since 7.00am this morning for my appointment, it is now 8.00pm no one showed up and when I call two (2) people hang up on me and also someone changed my appointment without my knowledge a few minutes ago. this is not the first time this has happened for the first appointment on may 30th the same thing happened . I waited from 7.00am until 9.00pm the appointment was changed to June 2nd and I happened to get it for June when the automated. machine changed it on june 1st I waited from 7.00am until 8.50pm when I got a call. I am outside your house can I see what is the matter.

The tech came in and saw the washer and ordered parts and they made the appointment by themselves. and at this time no one showed. I am paying my money for several years and when the customer service agents treats me like I am a nobody. what type of business are you running I need a call from your coperate office my number is [protected] it is also connected to my account