Sears
reviews and complaints

I have Sears master protection plan for over 30 years . I called about my tv a few times and was told there is no one available in my area to fix it! I would have to pay another repair man out of my pocket and they would reimburse me. I am in my late 70s and do not have extra money for an additional repairman when I just spent over 700.00 for the master protection plan. Today they came and put new parts in my stove the man left less then an hour later same problem . I called Sears they will escalate a repairman. Seriously! I have no faith in Sears at this point. I am so disgusted . My tv is on the master protection plan and they don’t fix them?

My water heater was having problems and they sent a young man that did know his head from his butt. He messed up my water heater and told us we needed to have our house pipes changed and we did and paid more than $5500.00 for this one company toi do this. But what he did to our water heater was not good cause now every time we want to take a bath we have to wait until the brown water runs out before we get clean water. We cant afford to buy a new water heater so we do not get this problems.

Now the washer is another problem every time I put clothes in there to wash the dances all over the place and I am so tired of going thru that and the noise it makes when it rinses and washes it is freaking annoying and drive us crazy I want $10000.00 to cover for all this frustration and anger that we are going thru and I am so tired of it. Please call me a [protected] my name is sofia corbin thank you for listening to my headache

Ordered a stovetop for my range on January 8 after confirmation that the part is in stock. The delivery date provided was January 12, 2023.

Order Number: W521920

The part never arrived. Called SEARS twice and was told that the part will be shipped today. The shipment never shipped and still shows IN STOCK.

Finally called SEARS on Wednesday January 18 and asked SEARS to cancel the order and refund to original method of payment. I was told the order is cancelled and I shall receive an email.

The order is still active on the system and no refund processed. It seems SEARS is not willing to ship the part ordered and neither ready to cancel the order and refund ... A total fraud.

My bank account information was re-activated from a closed account and a water filter was sent to my home in November 2022 (service agreement was cancelled in 2016). I disputed the charge on my bank, but because item was delivered to my home address at 608 McKeage, Hoyt KS 66440, my account was debited the $53.93. I returned the filter by UPS on January 4, 2023, tracking number 1Z1VR7919094110877. I contacted sears parts direct and asked for a refund and email stating service agreement was cancelled. Neither has been provided. I have called numerous times and am never able to speak with anyone who can resolve this issue. Sears parts direct show the filter returned but I have not received a refund.

My bank card information was reactivated without my authority.

Royetta Rodewald

[protected]@hotmail.com

[protected]

we contacted sears repair to schedule an appointment to repair our GE built in oven. and for 2 appointments the technician does not come and they keep rescheduling our appointment. The problem that I'm working and can not keep taking days off to wait for his majesty to come to check our oven, I will get fired for your not accurate appointments. and you also reschedule appointment automatically without checking with the client if they are off or not. and No time range for the technician visit that mean I wasted last appointments seating at home from 8:00 AM till 7:30PM waiting for his majesty visit. No phone agent available to contact with only your system menu voice machine. This is the worst customer service I had in my life and you are expecting to sign a full home warranty plane with you? That's suck.

And as your [censored]ing system rescheduled the new appointment on January 18th. I don't need to take extra day off work or I will get fired. So I need the technician to come between 4:00PM to 6:00PM for January 18th for sure without any rescheduling a new appointment.

Name Samar Ammar

Order number [protected]

Fairfax, VA

Phone: [protected]

In June 2022, I renewed my Master Home Warranty Service for my home at 309 Oregon Avenue. Last Summer, my air conditioning system wasn't getting cold. So I called Sears. The technician came out, and instead of him calling the number, he canceled the appointment. I called in August wanting to reschedule the appointment, and I was told that there was no one available in Northern Louisiana. I called again last fall, and once again, I was informed that there was no one available in the area.

On 1/23/2021 I purchased this refrigerator from my local Sears store, with no extended warranty. I paid $2781.99. On August 24, 2022 I notice a water leak. Under investigation I found a pin hole in the water and ice maker. I then shut off the water. Then discovered it had been leaking for quite a will, into my basement boxes. Had to replace the flooring. On September 28, 2022 the refrigerator started having cooling problems. On October 12, 2022 the freezer. Called for a Sears repair service, couldn't get here until Dec 15,2022. Under his investigation I was told they did not make replacement parts for the water & ice maker. Then that the refrigerator had some kind leak after further investigating to find it and repair it would cost over $1000.00 plus I could not fix the water & ice maker. So for another cost of $115.95 for his service. I basically had bought a lemon for my refrigerator. This just doesn't seen right to spend that much money for only 1year and 7month of operation.

Thank you

My dryer was out of sevice for 28 days from 11/25/23 to 12/23/22. When it was fixed I was told I was entitled to a check for $50 for inconvenience and trips to the laundromat. Claim was denied because "the repair was completed"

When calling about claim was told there was nothing they could do because the repair was completed. Could not open a claim because I only got computer roulette on who to talk to. I have had a protection agreement with Sears for 38 years.

Purchased Washer from Home Depot on 01/14/22, has had regular usage amounts and loads for 2 people since delivery date. The machine began having a leakage issue under the machine's right front area in October of 2022, warranty service was contacted and tech sent out to repair a week later. Stated he had fixed the issue, next morning the leaking was present again, called for follow up. Next visit was about 12 days later, 2 techs attempted to fix or diagnose issue, ordered new parts (tub seal and new base cover) parts came to our home 2+ weeks later. We had to call to schedule yet another service visit to attempt a repair for the third time in 6 weeks for same issue. Service call occurred approximately 2 weeks later we had do dispose of old washer parts ourselves. First load next morning... Yea still has the same leakage issue same place! Called got another service visit scheduled for 01/16/23 some time between 08:00 and 17:00. They have no ideal what to do next got to do yet another "diagnostic" visit! This thing is a lemon!

I feel like I was discriminated against by the repairman because I am a white elderly woman and he refused to work on my dishwasher because the model number and serial number were not in the front door of my dishwasher…

I personally after he left, pulled the dishwasher out just enough that I found the numbers he needed… he was too arrogant, and lazy to look for the numbers… I have had this dishwasher under master agreement plan since purchase in 2015 and have had two service appointments on it since that date and never had any problems because the serial number and model number was not in the door..,

Sears now has cancelled two appointments for this repair back to back…

If I had been black woman, I feel he would have been more willing to help me… this is unfair for woman to be abused by repairmen..,

He was argumentative and very uncooperative!

I currently have $102.18 in Shop Your Way Points, but I've tried for months to redeem them and Sears.com has not allowed me to, now most will expire on 12/31/2022. I've had my Sears Shop Your Way credit card for several years, but they had my points attached to the wrong email address. Finally, a couple of months ago, SYW Points finally got my points attached to the correct email address. YEAH! But, there is NO WAY that sears.com will correct my email address on their site, to what my credit card has or what SYW Points has. In the last 3 days, I've spent morning till evening trying to get it straightened out. The final person said, "Go ahead and pay for your purchase with your credit card and use your points on your next purchase." ARE THEY KIDDING ME? Why would I ever buy anything from Sears ever again, when they won't except my Shop Your Way Points and they just want my money. They want my points to expire, like they have my other points, so I can't use any of them. But, go ahead and spend more of your money on us. No Way!

Three nights ago (I have kept a copy of the CHATS), I was on the Shop Your Way site, speaking to CHAT. CHAT is the only way you can communicate with anyone on sears.com or SYW Points. sites After explaining everything, they WANTED to CHARGE ME FOR ANSWERS. I am not about to give any customer service my credit card number, to answer my questions. They have a SCAM going. You cannot use your points, but they want your credit card number. They said it would be "refundable" Then why would they want your credit card number? I was so disturbed by it, after I reported it to the sears.com CHAT, I removed all my credit card information from the sears.com site to be safe. I'm not sure what's going on, but what kind of people are they hiring?

I have had a Sears Master Protection Service contract [protected] for many years. But the recent service I received for the repair of my dishwasher was horrendous. The dishwasher stopped working around the end of September. Calling your service number, the earliest appointment available was October 19th... And that was later rescheduled to November 9th.

The very capable technician showed up on November 9th and determined we needed a new Control Panel # W10811155. He ordered the part and scheduled a return visit for November 30th. I expected the new panel to arrive before November 30th and started to check the delivery date via the UPS tracking.

After a week or so, I realized the part had not been shipped. I contacted your phone operators and requested that the part be re-ordered and got no help... they just read out what the UPS tracking said which was “label has been created, delivery date to be provided”. To this date, the tracking continues to repeat that same statement and the part has not been delivered.,

Realizing that the part was not on its way I contacted an alternate source, “PartsSelect”, by phone, gave them the part number and they processed an order for which I paid $115.56. The part arrived in less than a week and the technician installed the panel on November 30th using the PartsSelect panel.

Per my Master Protection Contract, for which I paid $873.20, this repair should NOT have cost me anything. I am therefore requesting a reimbursement of $115.56 to cover the cost of the installed panel.

I would appreciate your prompt attention to this matter. This letter plus documentation was mailed to Sears Service Contracts PO Box 521728, Longwood, FL on 12/11/2022. Have gotten no response

On December 21, 2022, we wrote the below letter to Sears/Cinch Home Services after going back and forth with them.

Service Job # SCCQC32DA24C-4

Greetings,

Please read this communication in its entity and with comprehension. It may lead to Action in a court of competent jurisdiction.

We have been without hot water for almost two weeks now during this extremely cold winter weather. We reported to SEARS, our home warranty provider on Sunder, December 11 that our home water heater system is not functioning and that we needed attention to it. We were advised by our provider that they would send a technician in the next 48 hours. We waited patiently but no one showed up or called. We followed up after the window of time given had expired but was told that they could not find any technician in the area and that we should find a technician and they will reimburse us (Email attached). (Reimbursement is OUT of the question for us, because we purchased home insurance for emergency situation as this, so we would not have to pay very expensive cost to repair and replace appliances in our home). We paid our deductible and followed protocol.

Based on their suggestion, we contacted Action Plumbing, Heating, Air Conditioning, & Electric, Inc. to diagnose the problem. Action Company sent a technician to diagnose this problem. After the diagnosis, the company concluded that the unit, which is over 21 years old should be preplaced. We immediately forwarded the diagnosis report and the accompanied invoice to Cinch Home Services, SEARS Affiliate agency (document attached). Cinch Home Services, after receiving the document and Invoice from Action Company are requesting additional information before they can honor the invoice and service breakdown from the Action Company (See document attached). Action Plumbing, Heating, Air Conditioning, & Electric, Inc has, again, provided another invoice and breakdown based on Cinch Home Services specifications (see document attached).

Again, I wish to advise that this communication be thoroughly read with comprehension because this problem has a propensity to advance to adjudication should our water heater not be replaced immediately. It has been almost two weeks in this cold weather that we are without hot water. We have to boil hot water in order to take bath. It is very dangerous transporting hot water from the kitchen to a bathroom upstairs or downstairs. If anything should accidentally happen and we get burn from the hot water, Cinch Home Services and their parent company SEARS will be held liable. Let us make that abundantly clear.

Over the years, we have encountered problems with SEARS and their refusal to replace defective appliances in our home. For example, our dish washer has been giving problems over the years. Every time a SEARS technician comes to repair it, a month or two later, the same problem resurfaced (Check the records). Currently, our dish washer is not working, and we wash our dishes with hands. Over the past months, we have bought disposable utensils giving us a break from washing dishes, but at the same time increasing our household budget. These are some of the problems that we have faced with SEARS over the years.

We have been diligent in paying our insurance coverage and technician visit costs (deductibles) without any issues. However, when it comes time to service our appliances, there is unwillingness by SEARS to handle their side of the agreement. This, we will not tolerate any longer. We advise that our appliances, especially our hot water heater be replaced immediately without further delay. In addition, we need reimbursement of the excess fees or deductible that was paid to the Action technician for his visit (see work order attached).

We further advised them that a copy of this communication will be sent to our lawyer, the BBB (Better Business Bureau) of Wisconsin, and Call For Action (Channel 3000 – a TV Station in Wisconsin). We have had our share of exploitations from SEARS and its affiliate agencies.

Thank you, and please attached urgency to this complain because we have been without hot water since this problem started.

The problem started on11/22/22 S.O. [protected]?
This is my 3rd complain for this problem?
A part was missing when the part arrived it would be fix. We've been waiting for more than 4 weeks? 12 21 22 your CRF
Re: to Contract: [protected]; exp: 2/16/24 incl. M, W.
The service man told us the existing part was not fixable, he took it?
Appears that you are trying not help! get the tele. records

I purchased a Kenmore refrigerator in 2020 from a Sears store after 6 mths I began to had problems with refrigerator the fan and ice maker needed to be replaced. Two months go by a refrigerator began making a humming noise. I was told that was fan needing replacement again. I was totally disgusted a this point. I began calling every number I found for Sesrs. I called a department didn't know which but after told the representatives what was going on. She stated I would receive a replacement this was 1 year after purchasing the refrigerator this was 11/2021. After having the new refrigerator three months three parts were ordered to repair the refrigerator which was at the end of February. I continued to have problems with the refrigerator and now in December of 2022. I have to have the third fan replaced. Its Christmas time and I am without a refrigerator and completely frustrated. The money spent on having a technician come out and the cost of parts. I could have a new refrigerator not by BB Kenmore which is a piece of junk.

We purchased this refrigerator in August 2020, it was manufactured in 2019. It stopped working so we called Sears parts and after talking to the phone attendant it was decided it was the compressor fan motor. So we ordered it from them - order #C779731 on 12/11/22. At that time we were NOT told that the part was DISCONTINUED! We called Searpartsdirect again to find out where the part was and were then told it was discontinued. So we told them to please refund the $52.98 that we were charged as soon as we made the order. They said it could take 10 days for a refund (which we still have not received). So now we have a refrigerator with an irreplaceable part that is barely over 2 years old. A repair person either with Sears or local appliance repair wants between $120.00 - $200.00 just to come out and diagnose what we already have confirmed to be the problem having removed the fan unit and using a voltage meter. Then we expect they will say the part is unavailable and we will be out money we do not have in the first place. We purchased a refrigerator from Sears 32 years ago and it is still working for our son. The last one we bought from Sears lasted 7 years, so we replaced it with this one just over two years ago!

On Thursday, December 8, 2022, a scheduled repair was done satisfactory on my refrigerator. I was told that I would get an e-mail acknowledging the repair and the amount of the repair momentarily by the repairman. As of this date I have noy received an invoice/statement for this repair. I had to give bank information before the repair was done and the amount that charged for the repair (s) has been taken from my account.

I have tried unsuccessful to contact the Sears repair [protected]) to talked with someone to see what repair was done and the amount that was charged. I like to keep a record of repairs done on any appliance that I have.

I tried to verify my e-mail address to see if perhaps it had been sent to a wrong address, but since I can't seem to talk with someone it has been most stressful in addressing my concerns. The sad part about this is the repairs were completed satisfactory, but I can not get records for my own satisfaction.

I purchased a Kenmore, side by side refridgerator on 12/5/22 (Sat.) and it was delivered on 12/8/22 (Thurs.). The fridge worked Thurs.-Monday. On Monday (12/12/22) a technician came to put on a water line which was not connected on day of delivery due to the one Sears put on was cracked on connection of line. On 12/15/22 (Thurs.) we only had the fridge for one week and the freezer part is not working, ice maker is not working and makes a continuous noise at the bottom of freezer where filter goes and has a slow continuous leak from water dispenser. I went back to store where fridge was purchased and spoke with salesman who sold me the fridge and turn he passed me over to manager (Joe), I let him know about the issues that was happening. I asked for a refund or apply the amount of purchase toward another fridge, due to so many problems with it and I only had it for one week, I do not want this fridge (if starting out with problems more will occur) Joe tells me that he will send another technician out, and that he will not refund my money until tech tell him it can't be repaired. I let him know that food was going bad because freezer was not working and he says for me to get a cooler and place food in that. I feel that was not neccessary. At that point I was highly upset. All I want is my money back to purchase another fridge. The service that I am getting is subpar from Sears. On (Monday) 12/12/22 when tech came to install water line for fridge he arrived at 5pm and remained in vehicle until 5;30 then came into garage and stayed on phone until I went outside and asked him if he was going to put waterline on or what, then he proceeded inside and still remained on phone while he was working, this may have been part of the problem, because he was talking and not completely paying attention to what he was doing. I do not want this fridge it is trouble, I want a refund! If this is the service that I am to receive I prefer to do business elsewhere.

- Buyer Beware. Do not waste money on a service contract!

- Sears FAILED to service our contract. Sears FAILED to do the work in a timely fashion. I have been without my dishwasher for several months!

- They ordered parts that came regular mail from China

- When the dishwasher parts arrived there were no clamps to install the new drain pump. Had to order clamps and another week wasted. The clamps were not here at the time of the new appointment to install the pump. I had to wait a week for another appointment to install them. Had a new appointment for today. Do not know why but this appointment was cancelled by Sears. NO ONE CAN TELL ME WHY!. Customer Service is a joke. They do not listen and did nothing to solve my problem. Even tried to blame this mess on me.. I now have an appointment for Saturday so I will have to wait and see if the technician comes.

- Sears Home Warranty lied to me, I was scammed. The service is still not done and no way has anything been done in a timely matter.

- I blame Sears for allowing them to deceive customers while using their name

- Buyer Beware.
- Sears FAILED to service our contract
- Sears FAILED to do the work in a timely fashion
- We were without appliances for several months!
- They ordered parts that came regular mail from China
- We did our laundry in the bathtub
- We washed dishes by hand
- It was a good month before the dishwasher parts arrived
- We waited weeks for another appointment to install them
- We complained and the guy said the owner slowed everything down intentionally. Maybe to increase revenue by servicing fewer calls.
- When they were done, the problems on the washer and dryer were not fixed
- Our dryer almost caught fire when the rubber on the belt burned up
- After months, only our dishwasher was fixed
After all that, I had to replace our machines
- I finally financed a new washer/dryer through Lowes on Black Friday
- Better price w/ contract that is partially reimbursed if not used
Sears Home Warranty lied to us, we were scammed on during purchase
- They charged us $58/mo, we thought it was for a monthly installment for $178 upgrade
- Im still not sure, but I think they put in a contract, paying almost $700/year
- We never would have agreed.
- We could buy new appliances every year at that price
They made it impossible to cancel
- He tried for ten minutes to get me to "upgrade"
- He read from a script, repeating better deals to stay with them
- Ten minutes into the call, after I became upset (but still calm), so my daughter took the phone
- She firmly told them "NO", so they put us on hold for half an hour (28 minutes)
- When he finally picked up, he tried again to coerce us into upgrading
- He THREATENED that we would be charged $125 EARLY CANCELLATION FEE
We were SCAMMED
- Im very upset
- These deadbeats took advantage of me
- They are scammers and Sears is not doing anything to enforce standards
- I blame Sears for allowing them to deceive customers while using their name