Sears
reviews and complaints

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

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

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

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

Plan is for Samir Tadros

[protected]

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

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.

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.

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.

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.

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..

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]

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.

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]

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.

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

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.

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.