Sears
reviews and complaints

We purchased a Kenmore side by side refrigerator in January 2017 and the refrigerator was delivered with 4 dents on the refrigerator door. We notified the store and they ordered a new door. As of today, the door still has not arrived while according to customer service on several occasions that the door had shipped and at one point the store owner was told the door had been delivered to us and replaced. Not so!

We have been Sears customers for many years but I can tell you this will be the last purchase we will make at Sears. From now on most of our purchases will be at Best Buy. Their customer service and prices are FAR better than that of Sears.

don't recall a day when I was as mad and frustrated as I am at this moment.
A quick recap:
On May 7th 2016 I purchased my Sears Craftsman Pro Series Lawn Tractor.
On June 14th 2017 my Craftsman Pro Series Lawn Tractor wouldn't start. The warrantee ( good for 2 years) was still valid for another year so i called for a service repairman.
They set me up for a July 5th date. I tried to get an earlier appointment, but to no avail.
ON JULY 5th (the same day the repair man was suppose to be here) Sears repair service called me and said the guy went home sick. AND I COULDN'T GET ANOTHER APPOINTMENT UNTIL JULY31st ! (not a day or week later... almost a month later !)
WELL, GUESS WHAT ... IT's JULY 31st and they just called me and said my guy had a family emergency ...and the next date for a service call would be AUGUST 24 !
I tried to get the Local Fayetteville Store to help ...as they are the one's selling a product that is suppose to be under warrantee! NO HELP WHATS SO EVER !
What to do ?

I purchased this unit and the matching Elite Oasis Dryer several years ago.
The Dryer still runs flawlessly but, the Washing Machine is the worst appliance I have ever purchased.
The f1 and lD codes began after first year of ownership.
I contacted Sears approx. 12 months ago and control board was replaced at no charge due to software issue.I paid an additional amount for serviceman-recommended parts. Unit performed fine until two months ago and consistently stops in mid cycle with LD code.The drain pump works fine once I unplug unit & wait..just as the symptom before, unit will not drain .
I am a Realtor & asked about appliances I use and recommend.I have owned numerous Kenmore appliances and now would feel uncomfortable recommending this line as, I believe after researching tech sites that this is a common failure in this model and Sears has failed to take ownership by correcting a deficiency in the design.
I have a customer service background and believe in the statement:
"If you don't take care of your customers, someone else will."
I have minimal expectations of a response from Sears. As I contemplate future appliance purchase/recommendations, I await a reply.

On July 8 2017 I purchased an on line order for a Stack laundry center. Then on July 22 2017 I tried to pay off the whole price.I had the money and we had plenty of dirty laundry. Some how I purchased a second unit, the same thing at a higher price. I called sears.com and got the India help that you have on hand, very confusing with their accent and too much background sounds ...
They canceled my first order the Layaway order and said I would get a refund only to find out thru an email tha they would not do a refund...One problem the phone number was incorrect as I looked into the log in.I put my correct number in but it came up wrong therefore they could not work with me...

Who would pay more for the same thing.. I really need for you (Sears) to understand the citation and respond with a credit with me . Here are the contract numbers:

Bob Warlick
720 Michael
Whispering Pines N C
28327
[protected]
July 8 2017 contact number [protected]. Order [protected]
July 22 2017. [protected] order. [protected]

Refrigerator purchased in sept 3, 2015, for $2, 582.47, compressor to be replaced, service to sears called on june 30, 2017 to date no resolution yet still waiting for another compressor and board?Been initiating phone calls to sears and the third party sears assigned, clear vent. I wanted refrigerator to be replaced but per sears master agreement, ref needs to be service 4 times more with same problem, this ref is not even 2 years old which tells me the product is not worth it. sears gave me rewards$160.00 and $50.00, I can return that if needs be in exchange to replace a new refrigerator of course of same value.very disappointed with the brand and service both from sears and clear vent. Almost a month with that refrigerator problem seems like no one can escalate the situation. also wrote to sears corporate office in Illinois and Ohio.

My husband purchased and outdoor grill with a 3 year warranty. The grill did not last two years. The bottom of the grill is entirely rusted and fell on the propane tank. I have never had a grill fall apart so quickly. This grill also was on a covered patio. My husband called to have a technician come and look at it. Three technicians came by and all said that sears would not replace anything. Sears would not replace anything even with a three year warranty. Why would they sell a warranty if it does not apply to grills. My husband buys everything from sears. His whole tool room is craftsman. He said he will no longer buy from sears after this incident. We believe that this a defective grill and the warranty should be honored. Do not sell a warranty if it does not apply. All my husband wanted was parts replaced, new grill, or refund the warranty if nothing can be done. I have tried to attach pictures but it will not work.
thank you

Purchased Kenmore Elite refrigerator on December 2016. Purchased master protection plan. June 15, 2017 refrigerator stopped working at 11:00 p.m. My wife set up an appointment online for MondayJune 19 in morning. 4 My Home cancelled that appointment without notifying us because they needed to speak to us to make sure it wasn't the outlet that went bad. Didn't get appointment until June 21. Tech shows up says it is the motherboard, orders a new one. Very rude to my wife, daughter, and our dogs. Motherboard arrives, new tech shows up June 26. Compressor is bad fries motherboard. Orders another motherboard. New motherboard shows up, Can't get appointment until July 11. Tech replaces compressor and motherboard. Short circuit in refrigerator somewhere fries motherboard again. Orders 2 more motherboards. July 18 2 techs show up plus a tech on the phone doing a video chat. I reminded them when setting up the appointment this time that they have reached the Lemon Law limit on visits for same repair. The Tech on phone, after 3 hours, told them to pull the replaced parts and he was filing the paperwork to get us a new refrigerator

Compressor failure just out of the warranty period! Tech said it's very common and Sears, and the actual manufacturer LG know and are doing NOTHING about it. Was a very expensive fridge from SEARS as I'd always had very good luck with their products but NO MORE! Avoid Sears and LG products completely. I'm taking my issues worldwide on social media platforms and my State AG's Office. Sears and LG should make all these known failing components right with customers. [protected]@hotmail.com

Delivery team arrived late. Complained that I wasn't standing on porch waiting (92 degree heat). Drug my new KitchenAid range through my front yard (fresh dirt...with mole ridges) instead of going up my driveway...continued after asked not to do that. Brought dirt into my home and laughed when I pointed it out and stated they would make note not to do that on the next delivery. Did not clean the dirt up. Argued that all they were suppose to just was drop the stove...was doing me a favor not to just drop it in my yard. When I stated my paperwork said he would unpack and set it up, he would not comply until he thought I was going to call someone. Left parts of stove on counter without a completing install. Signed to get them out of my home. Mouthy and aggressive attitude left me feeling unsafe to have they in my home. These people should not be delivery people and allowed to harass the customers and frighten them. It upsets me that I paid for this service and felt assaulted by the time it was over.

Linda McCoart
Wake Village, TX

We purchased this refrigerator after researching it thoroughly. After 18 months our freezer stopped working, quickly followed by the refrigerator. We called Sears for service as some parts were still on warranty. We were scheduled for service a week later and we complained about going a week without a working unit to which we were told they would flag it as an emergency call. HA HA. Food was thrown away and we had to plan day to day. At the scheduled appointment time we were told the compressor and condenser had to be replaced. They were LG parts which would be ordered and sent to our home. We scheduled another appointment for 6 days later and at that time neither part had arrived. We were told they were back ordered and they had no idea when they would arrive but scheduled another appointment for 2 weeks from then. We filed a complaint with Sears and were offered $15.00 toward our next Sears purchase to make up for the inconvenience. They were told we would not be shopping at Sears again and refused the credit. Quite insulting to say the least. These events occurred between July 6, 2017 and today July 19, 2017.

I purchased a brand new top of the line Sears Kenmore Elite refrigerator Dec 2015. I have been very disappointed with this frig. The worst frig I have ever owned. The door bins are poorly constructed. Me, my husband and teenage granddaughter use the frig. Therefore it only gets normal wear and tear. But, we have had to REPLACE THE DOOR BINS on the RIGHT door and the LARGE meat drawer at least 12 TIMES. The most recent replacement of the RIGHT door bin being March 2017. That door bin is CURRENTLY BROKEN (cracked) again. We have had to PAY to replace these doors EACH time. The door bin ON the LEFT is also CURRENTLY broken. Very DISAPPOINTED. Would not recommend PURCHASING this refrigerator UNTIL construction of a better DOOR BIN is developed. If I keep this refrigerator I will end up spending more replacing DOOR BINS then I spent purchasing this $2300 refrigerator. HELP, HELP, HELP! PLEASE ADVISE?

At the end of May 2017 I contacted Sears Home Services to set an appointment to repair my Craftsman Garage Door opener. I have a Master Protection Agreement and an appointment was scheduled for June 2, 2017. The technician arrived and determined that the logic board in the unit was bad and needed replaced, parts were ordered and mailed to my home and another appointment was scheduled for June 13, 2017. On June 13 the technician arrived and installed the new logic board, however this did not solve the problem. It was then determined that the drive motor was burned out, so new parts were ordered and shipped to my home and another appointment was scheduled for June 23, 2017. On June 23 the technician arrived to install the new parts, however the motor part was incorrect and would not work in the opener unit due to being wrong size and missing wires and mounting screws. The technician contacted STAC and STAC contacted Chamberlain who is the manufacturer of the door opener. According to Chamberlain the motor part that was ordered was the correct one, but did not match the existing motor and they needed to determine if the correct motor was available. I was told that I would get a call within 5 days and given an update as to the part availability. That never happened but an appointment was scheduled for July 7, 2017. On July 7 the technician arrived but I informed him that there were no parts to install because none were ordered and no contact was made to me by Sears or STAC to give me an update on part availability. At this point it was determined by STAC that the part was no longer available and repairs could not be made. I then called Sears Home Services and was sent to the customer solutions department and I was given Reference number for the replacement of the garage door opener. I was told at that time that I would get a call within 5-7 days with a status update on the replacement unit. On Thursday July 13 I received another incorrect motor part via UPS. So today July 18, 2017 I called Sears Home Services and the recording sated that I have a scheduled appointment for July 31, 2017 between 8-12, this was news to me because I had not received any contact from Sears regarding any further appointments by phone or by email. I then requested to speak to the customer solutions department and was transferred, only to be sent to the garage door installation technicians office in Danville. This was a total waste of time since that office does not handle garage door openers but only the installation of garage doors. I the called Sears again and requested to speak to customer solutions, the CSR then tried to transfer me to that department but ended up cutting me off. My third call to Sears today and finally got a CSR that took my information and the reference number, placed me on hold only to come back and tell me that the Customer Benefits department would contact me by the end of the day. I asked to have this issue escalated to management but was denied that by the CSR, the explanation was that I would get the same answer from management. I do not have any faith that I will get a call back from the customer benefits department by days end. I am very dissatisfied with the poor level of customer service that Sears states is their top priority. This is the worst customer service I have ever seen by any company but their does not seem to be a way to contact Sears management team to get any resolution.

1. Bought Kenmore Refrigerator Model: Kenmore Elite Bottom Freezer: Model 795.74015.411. Bought September 2015 at Coronado Center, Albuquerque, NM...paid $2199.99. Bought Master Protection Plan (3-year) for $379.99.
2. Refrigerator broke down July 14, 2017 (still covered by protection plan).
3. Customer Service REFUSED to send someone out to help us for OVER 2 and a half weeks. I am elderly and diabetic. When I said I needed help NOW, they told me to just go rent a refrigerator. Right-I can move refrigerators around.
4. They would not take a claim for food loss. Said the repairman would determine that - am I supposed to just let food ROT in my house in a broken refrigerator?
5. Hired an independent contractor who said the COMPRESSOR and Sealed System failed. Cost expected at over $600 plus labor to fix. Sears rep said they would only cover $300 if a private repairman fixed it.
6. Everything about Sears is bad. Lied, will not honor protection plan, and lousy service.
Lost a customer for life.

Sears caused my 86 year old mother to have to live out of a cooler for three weeks due to the inefficiency of the service department and not getting a technician out to her home for a refrigerator repair. And, just today, she woke up to another water leakage on the floor due to the refrigerator going out again. Again, she is 86 years old and uses a walker. She almost slipped and fell on the water that had leaked from the refrigerator. Now they are asking her to wait another 3-4 weeks for a repair. The warranty is not worth the money-do not purchase.

On June 11th I had a queen size box spring delivered to my home. Unfortunately it would not fit up my stairs. I immediately called Sears thinking that they would have no issue with me returning the box spring and buying a different one that would be suitable. Much to my frustration and dismay I was told by their Customer Service Representative that since this was my error that they would not return the box spring for 30 days. She instructed me to contact them after 30 days to set up a return. Fast forward 30 days I contacted Sears and was told that I would be charged $69.99 for the return PLUS a 15% restocking fee. The box spring cost me only $139! Ridiculous! DO NOT BUY ANYTHING FROM SEARS! With these unreasonable terms they do not deserve your business and should just GO OUT OF BUSINESS!

Kenmore dryer, less than 1 year old, stopped working. Called Sears repair number, scheduled an appointment, one week out. One the day of my appointment, I left work early to make sure I was home in plenty of time. I never received a called or a service visit. When I called the same repair number, I was told the technician put in remarks that I
Home owner said appliance was working. I requested technician name and company name, was only given ID # 4444280, and company name was Appliance Medic. Company not listed in the yellow pages, and the listing on line phone belongs to a private citizen, not a company. How many times, do I reschedule appointments one week out, meaning I have been at least two weeks without a dryer, taking off work, to get a new appliance repaired?

The first scheduled appointment was July 11, the second appointment is scheduled is July 19.

The requested resolution is to get the dryer repaired. The expectation is that reliable, dependable, reputable companies would be used. The the hope is that customer service still exists, when I called back in, after not receiving a service call, I should not have to wait another week. If it was my error, I could not complain. A technician who didn't want to do his job should inconvenience me by making me wait another week.

I purchased an air conditioning unit on 01/01/2013 that came with a 5-year warranty. On May 16, 2017, I called to have the unit serviced as it was not cooling properly. A serviceman was scheduled to come out on June 6, 2017 and no one showed up. It was re-scheduled for 06/07, 06/07. They came on 06/14/2017 and it was determined that the compressor was bad. A compressor was ordered and delivered to my home, but no one has come out to replace the compressor to this date. I have been promised several dates to install the compressor, but I continue to wait as of this date. Please assist me with this installation as I do not want to go to the BBB with this problem as I feel that it can be easily resolved.

Initial repair for refrigerator was done on June 30 by tech # 0007435 - to fix the refrigerator section from freezing. The next day, and the following days it barely cooled at all and the freezer section was not freezing. Currently temp setting is at 9 for both sections and refrigerator section is barely cool. I called and talked to Akisha to cancel my whole house service agreement, but instead was talked into having a repairman out on Sat. July 8. It is now 9:00 AM Sat and nobody seems to know anything. This is incredibly frustrating and I am furious with my decision to contact Sears.

I purchased a service agreement when I purchased my DGS 6500 Craftsman garden/lawn tractor. I’ve even renewed the agreement several times. Big mistake. Originally Craftsman was the gold standard in Sears tools, but ever since Sears was bought out by K-Mart the quality and timeliness of the service has declined. I give my last encounter as an example. The first week of May 2017 I had a mower belt brake. I called to make an appointment and was told the earliest I could get one was on the 25th. I wanted to go take the mower to a local Sears shop, but was told it wouldn’t be covered. I explained my problem and asked them to make certain a belt was on the truck when it came so I wouldn’t have to wait for parts to be ordered after the next arrival. I was assured it would be. On the day of the appointment the technician arrived, but didn’t have the belt on his truck. It had to be ordered and a new appointment scheduled. The Technician also needed to order additional parts to prevent the belt from braking again. He suggested it would be wise to replace all three mandrel housings, but only two were required for the tractor to work again. The new appointment was scheduled for the 19th of June. On the 19th he was suppose to arrive between 8 AM and noon. He didn’t show because he was too busy with other appointments. He finally arrived around 5:00 PM. He installed the problem parts, the broken belt and the two outside mandrel housings and pulley’s. I was the told the middle mandrel housing and pulley were in good shape. I went out to mow my orchard, but after about ten minutes the middle mandrel housing sheared off. I immediately called Sears again and was told the quickest I could expect a return appointment was on the 7th of July. I explained how long I had already waited and was told that was be best they could do. I insisted the parts be sent to me in the meantime so I wouldn’t have to wait another three weeks for parts to be ordered after the technician arrived on the seventh. After talking to three different individuals I was finally able to convince Sears to mail the parts so they would be available when the technician showed up on 7th. The parts arrived and on the 7th the technician didn't. I was on the phone, mostly on hold, for over three hours calling back several times because I was disconnected. I couldn’t get a straight answer as to why my appointment had been cancelled. I was given two solutions. The first was that I would receive a call on Monday, this was Friday, to reschedule an appointment. From past experience I knew I would be waiting another 2 1/2 to 3 weeks and tried to explain I needed my mower fixed now. The grass in my orchard was now over three feet tall. I asked if I couldn’t have a loaner mower. So for the 2nd solution I was told I would need to go to a website and fill out a form to see if I could be reimbursed for renting a mower locally. I did that, but at the end of filling my out all the information I received the message I would need to wait 30 days for an evaluation. The new Sears is very frustrating to get service. I advise against purchasing a Sears product and certainly against buying a service agreement or warranty. It seems to me they purposely make it difficult with the hope one will just take equipment somewhere else. If it always takes up to three weeks to make an appointment they should contract with more providers and increase the competition so service can be rendered quicker. It might also help to provide a loaner while the service is being processed. Maybe they would service quicker.

On June 7th my hot water heater stoped working. I called Sears to have it fixed because I have a warranty and paid extra money for the warranty. When I called i was told it would be 2 weeks before anyone could fix it. That would June 20th. I waited until June 20th with no hot water and 2 small children in my home. On June 20th the repair man showed up with no replacement pieces and was only in my home for about 30 min. He told me he didn't have what was needed to fix my water heater and they would have to be shipped to my house. He ordered the pieces and told me as soon as the pieces come to call back and he would be back to fix the water heater. The pieces I needed came to my door the very next day June 21st. I called Sears again and told them I have the pieces and I need the repair man to come back. I was then told it would be another 2 weeks before he could make it back to my house. That would be July 7th. Today on July 6th at 12:30p.m. I got the conformation call for my appt on July 7th, I confirmed the appt. At 7:30p.m. I received another call telling me I needed to rescheulde my appt again because they do not have a repair person available for the day THEY MADE THE APPT FOR! When I called I'm now being told no one is available until Aug. 11th. That is 2 months I'm out of hot water! I will never buy or shop at Sears ever again and I will tell every one I know what has happened and tell them they should never buy from Sears again either!