Sears
reviews and complaints

I purchased a refrigerator 4 months ago (Nov 25, 2022) and I have no received yet. I'm trying to cancel the order. The purchase was made online and I can't find a way to do it. Sears.com does not offer live chat. They provide phone numbers [protected] and [protected] and at certain point the call ends. I followed the steps that sear.com provide me and then I called the near store they would deliver the product and they simply couldn't help me they told me to keep looking online. It's frustrating not to contact the staff directly. Now I understand why the company is about to close. I strongly recommend against purchasing products on sears.com. You won't get help if you need it. You will only get frustrated if you need return the product or cancel it for any reason. Fortunately there is bestbuy, home depot, lowe's or others that take care of customers.

I purchased two Die Hard Gold batteries for my 2007 Chevrolet 2500Hd Diesel in November 2022 from Advance Auto. 3 weeks later they were too weak to start the truck after a weekend of single digit temperatures. Advance Auto had me to bring them in to be tested. They charged them and said they are good. This past weekend the temperature went down to 10 degrees. And again the batteries are too weak to start truck. Advance Auto said they can only replace them if they test bad. I spent clisevto $500 for the batteries and havre no confidence in them. Ive had Die Hards in other vehicles for years without problems. Im very upset and disappointed and now have to go elsewhere and spend another $500 for other batteries

I had a repair to my Whirlpool Refrigerator on February 22, 2023. It needed a thermostat. I did not get an estimate up front. The estimate came after the repair. When I signed for the repair service bill I then got an estimate and receipt via email. My complaint is the amount charged for labor. The repairman gave me the full cost of repair ($549.45) and after I got the receipt I looked at the labor cost. The labor cost was $426.93 and the part was $111.64 plus tax. It took the repairman about 20 minutes the complete the repair. I have tried to reach out by phone to Sears Appliance Repair but never got connected to the correct option and never a live person. I also left a voice mail on the repairman's phone but did not get a return call. I just wanted an explanation of how much labor cost is per hour. $426.93 seems excessive for 20 minutes of work. I realize I am paying for someone's expertise to repair by refrigerator but again this seems excessive. If I can provide additional information, please let me know.

Aug. 2022 My outside unit failed. Called Sears and was told next week as we have no repair people in your area. Called at least 50 times between Oct. and Nov. 2022. Wrote Sears., called Sears "we will send a contractor." but never did. Air Conditioner certified contractor passed weekly, non came to our house. Then in Jan. 2023 I received a letter that wondered if I had fixed my unit. When I said no they assured me help was on the way.

So Sears has no intention of fixing the unit and my Protection Agreement is still in affect until Oct. 2023. I am a long time Sears Customer. I bought the Heating/Cooling Unit from Sears on my Sears Card. Yet Sears never fixed my unit and now with summer coming on in Louisiana and 90+ degree temperatures on the way, I am having to service two and purchase a third window unit because of Sears failure to live up to the terms of the agreement. Well being 79 years of age and having suffered last year with several doctor visits because of breathing problem, the thought of another summer of heat is scary. I have the letters, phone records and really cannot see where I should replace the whole outside unit with a protection agreement already in place. I

Sears Services Repair came out and ordered part for my Kenmore Refrigerator. Because of high cost and a replacement frig costing about the same I cancelled the repair and the technician came out and picked up the Parts. I was given a receipt for about $1720 to be returned to me and was only charged for the service call. When asked when I would get the money back the answer was very vague. I can not follow up with any direct phone calls and only get canned automated selection options. I can not find out when or how I will get paid my money. Sears Order number was [protected]. Parts were picked up Feb. 8. How do I get my money back?

I have a Master Protection Agreement with sears. My problem with HVAC is from last 10 months . The outside unit is surrounded by ice whenever the temperature drops. The technician came few times and replaced few parts and finally gave up and wrote a report that the unit needs to be replaced. After 20-30 calls to Sears finally someone contacted and told the contractor is coming on February 16th. No one showed up, again after few calls they rescheduled the appointment to February 21st, again no one showed up.

My garage door is having issues with a sensor. The light comes on randomly and the door will only close by holding the button down. I have made 3 attempts to have it repaired in the last 3 weeks. Every time I have called, they tell me they have no dates or techniques in my area. They will send my request to the escalation team who will contact me within 3 days. Ironically, 3 days never comes. I called today and asked to speak with a supervisor and they would not allow me to do so. They referred me back to the number who sales the agreement plans. I have purchased the 'Master Protection Agreement' plan for years and this is the first time I have had issues.

I gave them 2 options today, allow me to have it repaired or they reimburse me or refund me the money I have paid for the opener to be covered. They told me neither of those options were available.

I have had three scheduled attempts to service an incorrectly installed HVAC pad. The first two service technicians were unable to replace the pad by themselves, but wrote the problem up as incorrect installation of the HVAC pad when initially installed. The third scheduled attempt to repair was for 2/16/2023. After waiting all day, I receive a text at 4:30pm that my repair was cancelled, with no explanation why or date to reschedule. This is Unsatisfactory for a retail chain of this size and would appear to cause terrible customer service. I have a Master Protection Agreement on the product but I'm really questioning if it was just a waste of money or better yet a scam. No service, but payments are prompt.
Sounds like a RIP-OFF TO ME. Future Buyers of Sears Products. B E W A R E!

Reported water heater leaking water on February 13th, requested service appointment as per Master Protection Agreement. Was told no technician is available. Was sent an email advising of a DIY remedy as a remedy, which is impossible for a 74-year-old to do.

When I contacted Sears again, it was suggested to contact an outside technician to address the problem and a reimbursement limit of $350 would be provided.

I explained to the representative I do not need an outside technician to verify the need for a water heater replacement since the water in my basement is quite evident and crack in tank is visible to the naked eye. Representative assured me I would be contacted by a technician within 72 hours with an appointment. Today, I was sent an email again stating the same $350 reimbursement option,

which is not why I paid for a protection agreement.

On February 11th, 2023 our gas water heater broke, and we had water in the basement. We switched off the water intake and we are, as today, without hot water. Since the appliance was under warrantee, I called Sears and described the problem, gave them the serial number and the model number. After a long call I am basically told that 1. in order to confirm that the water heater is still under warrantee we need a specialized technician that can attest that and 2. there are no specialized technicians available for the foreseeable future. The suggestion was to use their web-based system and check routine if any technicians is available. We went to their web-based system and after answering a long list of questions we are told that our concerns will be forwarded to the "concerned department" which will connect to us in 48-72 hrs. Since we have been without hot water for a while I asked if I can call someone else and then deal with the warranty, but that was not an option. I have found the entire process ridiculous. What is the point to have a warranty if you can use it only after a technician sees your water heater, but then again they do not have technicians. Crazy!

Case #7566762 is been from the end of June the problem .The tractor has no repair the part are discountinue and I was told they would give me the money to buy a new one. But a I get is wait for the aproable and nothing happens .I was told to call every three days that they should have an answer.I would like to see If You look into the matter Thank you I wait for your answer. My email is [protected]@yahoo.com .Name Miguel A Castro

My refrigerator is still under warranty. I've been waiting for weeks for parts the repairman (from sears home services) ordered. Today I received an automated phone call from Sears Home Services telling me I have received the parts and should schedule a repair appointment.

I have not received the parts!

I have called every phone number I can find online for Sears Home Services to tell someone I do NOT have the parts but all phone numbers either are dead or are only automated.

I need to speak to a live person! Please! I need help.

I purchased a Kenmore refrigerator in October 2020, along with the warranty. My case number is #7596589

January 17, 2023, refrigerator started to leak. A Sears repair technician came in January 18, 2023, and ordered the Water Inlet Valve. The part has not arrived. The refrigerator stopped cooling soon after and all the food spoiled. I called the service warrant to have another repair technician come to see why the refrigerator is not cooling and they refuse to send anyone since there is a part pending/service ticket open. I already claimed food spoilage.

My refrigerator is NOT working I have no place to put food, I have grandchildren who require milk and food and the employees is speak with don’t care. I have now been told to find someone else to fix it. What type of service is Sear offering along with the sale of a warranty. This is unacceptable. A refrigerator is an essential living item.

I am disputing a collection invoice of $212.93 from Transform MIDCO LLC regarding a Sears charge for services rendered on 7 December 2022 and want said invoice voided. The Sears technical returned on that date to rectify the problem he had not fixed with my Kenmore refrigerator ice maker on 16 November 2022. He had already left when I discovered it was not making ice. I was charged $428.95 for that visit, which was charged to my VISA card. I was emailed a receipt on 7 December 2022 showing a balance due of 0.00. The Service Order Number is: [protected].

I sent a letter to Transform MIDCO on 28 December 2022, disputing the charge and enclosed a copy of my receipt. I have also responded to the succeeding two collection invoices by email, indicating the charge is not valid. I consider these invoices as harassment, as I have received no reply to any of my correspondence.

Tracking # was duplicated and a delivery was made in another state the tracking # was the same as the one on my product, I never received my product.. But was charged for it I have made multiple attempts to contact someone e - mailed the complaint depart twice sent another e - mail to a different place made several phone calls to different # some of the phone # are no good and some of the web pages are no good sears and market place need to clean up their mess if you get a live person they don, t help or they hang up on you or they transfer you and you get another robot which is of no help. I ve tried to contact market place and I cant find a # but I bet if I dont pay my bill they ll be calling me the next call will go to the better business bureau. I ve tried to resolve this since the first week in january and I ve had enough.

I had a refrigerator that stopped cooling in June 2022. They could not send a technician out until October. I was offered $150 to buy a mini fridge (not acceptable) when I have to keep food to feed a family of four for 4 months. Since October the technician has been out maybe two three times. The first time, he diagnosed the problem (supposedly) and ordered a part. When he came the second time, the part was incorrect. The third time he installed the 'correct' part in I believe November, and the fridge is still not working. Since then the freezer has also stopped cooling. Since November, the company has cancelled three appointments (very last minute). The last was rescheduled without consulting me and on a day that I would not be available. I had to reschedule for 01/24/23. The technician never showed, no one ever called. Today, 01/30/23, I requested a replacement. I was told that I was not eligible since the technician had not been here a total of 4 times. The service department is overseas, they refuse to escalate me, give me their agent ID to reference them in my complaints. Now I sit and wait for ANOTHER technician to come out in 9 days.

I can't tell you how many times the 'service' technicians have been out to fix my dishwasher. At least 4. Usually, they "have to order parts" and the last time it took 9 WEEKS. Nine! to get them in.

Now, I had a call for Friday. Tech doesn't show up. Doesn't call. Doesn't text. Nothing. 4 calls to the phone line and still can't get a call back. For some unknown reason I can't simply cancel the 3rd party service order and get a new one placed.

Such a fraudulent rip off.

RE# Service order 5903615- November 4, 2022
To Whom it may concern,

My wife, Carol called Sears Home Services on Friday 10/28/2022 about getting service on my lawn tractor model [protected]/SN 060716D011936 because it wouldn’t start and I thought it was the carburetor. She had to try several times as she kept getting disconnected. The earliest they could come out was the following Friday, 11/4/22 between 8am-5pm. I had to give my credit card info to make the appointment and we were given service #5903615 and was told the technician would text when on their way.

On 11/4/22 I waited ALL day without any correspondence, finally called Sears and was told yes, they were coming. The tech finally showed up around 4:55pm, it was already getting dark out. He had NO supplies or parts to fix my mower, no carburetor, no mower blades, nothing! He made a simple adjustment to the mower and charged me $191.13 for basically doing nothing.

He got the mower started but it was too late in the day to test it. The next day it turned over once and gas spewed out all over the floor of my shed and it wouldn’t start again, same problem as before. I couldn’t believe it. As this was a Saturday, my wife called Sears on Monday, 11/07 to complain and tell them they needed to send the technician back asap. She was told there were NO appointments available for two weeks, the earliest was Friday, 11/18/22 even though we had already paid for the service. She said that was unacceptable and we needed to have it fixed right away, it could NOT wait two weeks, and asked to speak to a supervisor. The representative made her wait on the phone for over 20 minutes, came back on and said the supervisor would her call back, but then offered Friday 11/11/22 for an appointment. My wife repeated the date to the representative and agreed to that date. The supervisor NEVER called her back and that week I received an email saying we had an appointment date for Friday 11/18/22 so the representative LIED. Needless to say, no one called or came on Friday 11/11/22 from Sears.

I had no choice but to contact a local repair company, Mobile Mower in Rocky Point, NY who came out, picked up my lawn tractor free of charge and repaired it with a new carburetor and other work, I had it back later that week.

I have NO intention of paying for a service or parts I NEVER received and am very disappointed in Sears as they used to be a reputable service.

I respectfully request that you remove this charge from my credit card, Citi Card [protected] exp. date 7/26 as I did NOT receive the service or parts asked for. I can also provide phone records and a bill from the mower company who actually did fix it. Feel free to contact me at [protected] or email me at [protected]@aol.com

Sincere regards,

Michael and Carol DiRenzo

7 Kingsland Ave.

East Yaphank, NY 11967

I called on November 28,2022 to cancel automatic renewal of my home warranty contract. Payment was automatically processed on November 29,2022

I again called on December 28,2022 and was told the contract was not canceled but, it would be cancelled as of that day. I have repeatedly requested a refund of $599.88, the amount charged to my visa to be credited back to my Visa card.

I have made several Phone calls only to be told, no payments have been made on my account since November 28,2021 and they show no record of payment on November. 29,2022

Sears home services has scheduled 6 appointments with me and my wife to fix our Kenmore fridge. 1st appointment, diagnosed. Tech was courteous and told us that we needed a new compressor and other parts. 2nd appointment, tech did not show up. 3rd appointment, tech did not have the parts and told us he'd have to order them. 4th appointment, tech did not show up. 5th appointment, tech did not have fuel for his torch and could not find fuel and had to reschedule. 6th appointment, tech did not show up. I have taken off work 3 times for absolutely nothing because your techs did not show up. 3 times they showed and still couldn't fix the fridge. I am hoppin' mad. I have been without this fridge for 2 months now. Your service is horrendous. I want a promise that your tech will show up at the time specified or I'm taking this matter to a lawyer and suing.