Sears
reviews and complaints

Hello as this person I have been owner of many Kentmore devices for generations in my family ... and it is so sad to see how the Sears company to which my family consumed so many times now, act in that unprofessional way, we buy a product knowing that it will not be eternal but that it will last at least 5 years, not nearly 3 years; but I did not want to be in agreement with the person who said that it is a piece that does not work, I did not want it but I will have to be a piece of crap ... but apart from that we buy protection and they do not want to make it valid, they want it to come a technician to validate your rotten food, why they do not believe you and that you take pictures, and then you make a list, and then, that the first technician comes and tells you I can not do anything, and calls someone and says he will come a technician. when ? After I leave and it never arrives and they do not tell you what the next step is, I call again 45 minutis waiting to be transferred from one place to another ... finally another appointment for another technician in 1 week, start the expense eating out more the gasoline etc ... comes the 2 technician opens the back of the refrigerator and measures the compressor pressure and says this is why it does not work we need to change the compressor, order the piece ... waiting for the piece to arrive, another week the piece arrives .. I communicate, another week for the next appointment of the technician ... the technician arrives of course 7 or 10 minutes before 2p.m. When it was supposed that I would arrive much earlier ... because he had to go to eat he feels his stomach laughs and tells me why that is the Law ... and I lost my whole day ... I hand him the piece, and he tells me and the other piece, that another piece, that's the only thing that came ... he says i need the other piece and I say do not know .. he calls the center of parts and they tell him they did not send because they do not have it ..and he tells me again like in his first visit to make time (I do not know how they charge their time but they lose him) he knew that he did not have the piece he just lost his time and made me lose my time .. He starts making calls to see if other colleagues have him and he did not succeed ... and he starts cursing in my garage using the word F ... and cursing ... and I did not know why and how I was bothered by his behavior speak to the customer service and she tells me that he has to try to find the piece but that she could see that they did not have it in the sidtema and that it was not available and that they had already or 10 days and it was possible that they would not have it, and he tells me not to worry about getting my food back, and that there was a protocol to follow, 21 days and after that time, the unit would be replaced .. Now they tell me that the technician said that he repaired the refrigerator when he left my house, that's not true I was talking to the customer service and they knew that the piece did not arrive, how could he repair it that day if the piece did not arrive and the I then called the parts department and they told her that they did not have it ... but the Searspabebefit service department. They throw the ball to see if we get tired or not and not only that he also believed what the technician said, and now they want me to pay $ 99.00 + for another technician to come to see the refrigerator and do not want to replace the unit, finally the piece arrived not exactly when we left for the week of 4 July ... And now they tell me that my protection expired and they say they can not and they will not do anything ... No matter what; 1.- The refrigerator broke down a month ago within the protection plan. 2.- I did not make the appointments with a week of time apart ... and 3.- How can you believe the technician that he repairs the unit if I do not get the piece ... you judge right now from 11 a.m. to 4:47 p.m. trying to get an answer or help but I only had people who when they stopped being nice they hung me to be exact 3 people .. All my time and money We have spent and apart to support their unbelievable professional ethics ... but that if when you go and buy not only expensive devices like my refrigerator of almost $ 3000.00 + this and that and the other of course the protection, there if there is a lot of kindness and everything They say yes to everything .. But now I am in agreement with that person again worse experience of my life and also disappointment. ..not like the old Sears .. THE WORST QUALITY IN ALL ASPECTS very unfortunate. If someone has the same experience and can give me some suggestion, I would really appreciate it

I have had 4 product failures with either parts or workmanship within a continuous 12 month period. At this point the MPA clearly states under a "Lemon " provision that the product will be replaced. A supervisor named Jay only felt that had 3 failures since on one of the visits the tech forgot to plug in an internal cable ( this sounds like workmanship to me). They are going to order parts and come out for a 5th repair attempt. I plan on continued pursuit of this thru the S.C. Dept of Insurance
At this point I can not recommend a
Sears MPA or LG Refrigerator

Has been down multiple times. Just fixed and still not working right. Repairman due again next week. Only 4 years old and have bought 2 extended warranties. Piece of junk. Every phone number I've been given to escalate doesn't get me anywhere. Stayed on hold for 1 hour yesterday and system ended kicking me off. No luck no matter what I try. I will never buy from sears again

We have two Sears Home Services warranties. One is a pre-existing Master Protection Agreement for our kitchen appliances and the second is a later purchased Home Services Agreement for the rest of our home. On June 19th of this year, we discovered that our LG refrigerator was not operating and contacted Sears. However, we did not receive an initial visit from a Sears service representative until June 26th. After the visit, the technician concluded that the LG main board was not operating at sufficient voltage to test the system, specifically the compressor, and that the board must be replaced first. This was so even though he knew and I had already been informed that the compressors on this model were failing prematurely. Because of some system communication failure, no part was ordered and no other appointment was scheduled until Jury 1 when I found a manager in Sacramento, who kindly directed a representative to our home on that day. After looking the LG over, this technician concluded that the main board was fine, but that the compressor was bad - as I had initially suspected. The technician - or someone in the service chain - ordered the compressor, which was shipped on July 3rd. We are informed that the part is estimated to arrive at our home on July 8. The technician also told us to contact him once the part actually arrives so that he can attempt to fit us in before the next estimated appointment date of July 11. We are not holding our breath. Even presuming that the part arrives as scheduled and the refrigerator can be fixed by that date - by no means a certainty - it will have been three weeks since we have had a refrigerator. We have lost spoiled food and purchased a bunch of ice to carry us over. We even had to purchase a small refrigerator to house medication that must remain cool and dry. To be sure, some of the Sears and out sourced service personnel tried to fix the service and ordering problems. However, we remain very unhappy. It has simply taken to long for this problem to be resolved.
Supplemental Note: Finally. I received an email from UPS today, July 7, that the part was shipped this morning at 11: 06 a.m. from Lathrup, CA and is estimated to arrive before the end of business tomorrow, July 8. We will believe it when we see it.

I have been a loyal Sears customer since 2000 and have all Kenmore appliances. During this time I have had warranties on all of my five appliances paying over $600.00 a year for this service. Recently I called to have a refrigerator service and was told I would have an appointment in two weeks. The day of the appointment I received a call saying that the service was cancelled because the technician called in sick. My rescheduled appointment would be two weeks later a total of one month before service. The schedule department was just sorry and did not offer any recommendations or solutions. I was refer to Benefits Administration Department. They informed me that I could get a dorm size refrigerator until the service was done. I asked what other option did I have? Find my own repair person, pay for service and submit the bill.
What is the purpose of paying hundreds of dollars for warranty protection not to receive service in a timely fashion when it is needed? I will no longer get this warranty from Sears and I would not recommend Sears to anyone for this service

Barbara Bullock

Purchased this and several other large appliances in October of 2016 at the Sears Hometown Store in The Dalles, Oregon, and it 3 days ago it just quit cooling.

Hours and hours on hold to speak to people in some off shore international call center that barely speak English. Not only can I not speak to a live human being in the United States, Sears can't provide a technician to service it for two weeks. It is the Holiday weekend now so either the numbers I have been told to call are answered by bots telling me the office is closed or I've been on hold again for 45 minutes at a time only to end up right back in the international call center where no own can help me.

Sears used to be a name that meant something. I've bought appliances and tools there for over 40 years as Sears and Craftsman were names you could count on . Now, I will never shop there again. I am learning how to use social media so I can share this everywhere I possibly can and tell everyone I know to never shop there either.

The store where I bought my fridge and other appliances - over $5000 in one day - tells me it is under "new ownership" and they are responsible for nothing. All I got from them was a couple of useless 800 numbers and he claims to have sent an email somewhere. I didn't shop at "joe's appliances" I shopped at "Sears" and Sears should make this good. And certainly after the new owner told me my fridge was a piece of garbage designed and built to fail there should be something he can do, especially when he knowingly sells these items. He also told me they only fill them 30-40% with freon so the cooling systems don't last. The store manager informed me today that all the new appliances are designed to fail after 3-5 years and he buys his own appliances at Home Depot. Wow... He really doesn't want any of my future business.

All I would like is to have a decent refrigerator that actually keeps food cold and actually works for at least 5 years.

Aggravated Beyond Belief in Washington State -
Terri

October of 2017, less than 2 years ago, we purchased a Kenmore Elite Refrigerator model 795.74025.412. From day one, the compressor was so loud we heard it all the way from our bedroom upstairs and down the hallway...we have had the technician come out to try to quiet it down without success. 3 and 1/2 weeks ago (June 10th, 2019), the refrigerator stopped working. It stopped cooling all together. After spending 40 minutes on the phone trying to get a service technician, we finally got someone to come a week later. That technician showed up to tell us that the compressor was bad and that they needed to order the parts and reschedule the technician. Several days later, we received an automated email stating that our technician is overbooked and the appointment is pushed out a few days. One more 1.5 weeks later, the new technician installs the new compressor, says we are fine (this is June 24th) . The temperature never dropped, the fix didn't work. Fast forward one more week later and (not kidding another automated email rescheduling the technician to a later date) another 1 hour on hold and talking to sears customer service, a new technician came out July 2)...worked on the compressor and after 6 hours, the refrigerator doesn't work. I have a digital thermometer inside that shows the temperature increasing from 69 degrees to 71 degrees. Calling customer care and being on hold again for 35 minutes, we can have another technician come out, but 6 days out is the earliest they can have someone come out. It will be July 8th if they actually make the appointment they committed to.
Thankfully we have an extended warranty to cover the costs of these visits, but warranty coverage isn't all that appealing if you cannot actually have timely resolution. 3.5 weeks and 3 technicians; no solution and we will be well into over 4 weeks without our refrigerator upon the next service date. According to the contract, In order to get a replacement refrigerator, we have to endure 2 more "functional failure" service calls before this process can take place. (which means by the rate at which we get scheduled, another 3 weeks before the process can take place). Master Protection Contract # [protected] service order [protected]
[protected]@comcast.net

I placed two orders at Sears for $800 (total). It took me five days of literally waiting on hold for HOURS to cancel the orders. The day after I finally cancelled, I received an email stating that I'd receive my refund within 3-5 days. That was ELEVEN days ago. I have made about fifteen more phone calls, have spent a ridiculous amount of time on hold and was told this morning that my refund was never processed and basically that the email is received was a lie. I was then told that I have to wait another 24-48 hours for it to be processed and ANOTHER 7-10 days to receive my refund. All told, Sears will have held my money hostage for over a month and no one is willing to do one single thing to make it right. The WORST "customer service" I have ever experienced!

Order - #[protected] - Purchased 11/25/17
Salescheck #[protected]
Sold to Charlie Jordan Brookins
5113 Marvale Drive
Los Angeles, CA 90043

To whom it may concern,
My name is Greg Brookins. I have purchased Sears and Kenmore appliances for many years because of their dependability. My wife, Charlie Jordan Brookins purchased a Kenmore gas range on November 25, 2017 and we have continuously had problems with the appliance during most of the time that we have had it. In a nutshell, sometimes the oven starts and sometimes it doesn't. We had the appliance repaired within the warranty period. Shortly after the warranty period had passed, the problem recurred. My wife was told that we would have to pay the service fee for this pre-existing issue.

Since this issue is a result of a problem that occurred while the product was under warranty, I am asking that Sears stand behind their product and repair it without a service fee. In addition to the inconvenience, I have been disappointed that Sears warranty supervisor who identified herself as Jaime informed me that her supervisor doesn't take calls on these types of issues.

Issues of this type take up quite a bit of time. On nights when the oven doesn't start, we have to change our dinner plan. Because of the amount of time my wife has had to spend on the phone, I am now following up. This product has never worked correctly and the implied warranty is that an oven should work properly for decades not for the one year warranty period.

I look forward to hearing back from you. My email address is [protected]@smc.edu and my cell phone is 310.486.1363

Thank you,
Greg Brookins

The Sears of my childhood was a wonderful company. I have been using Sears home appliance repair for years with complete satisfaction. After yesterday's experience I will absolutely never call them again. The technician repaired a Kenmore Elite ice maker. Reasons for the review are:
1) they charged $200 for a $60 part. A quick check on the internet provides the retail cost of a water valve
2) they charged $300 for labor for a competent technician to perform maintenance. He was in our home no more than 1 hour and part of that time was spent discussing Sears home warranties, which we did not purchase, thank God.
3) their website promises 20% off the cost with a coupon that I printed. The technician entered a code on the coupon and told me it had expired the day before. Really? The expiration date printed on the coupon is 9/30/2019. Sure seems like fraud to me.

$300/hour...let that soak in. That is by far the highest rate I have ever paid for labor of any kind.
I am simply stunned at how an American icon, like Sears, has stooped so low. They are NOT the company of my youth. I have never felt so "ripped off".

Model number 77553600/Serial no. 611KR00033, purchased Spring of 07 We have been relatively lucky until now. When the fridge lights when out, I tried the exact replacemnt, but they stayed on continuously, so I tried LEDs and they stayed on so I knew we had juice and I confirmed with a meter. I ordered the exact replacement switches and no help. Freezer lights and lights on door work fine.
Reading on Kenmore related sites this problem has been documented and evidently they extended the warranty to the lifetime of the unit. The fix supposedly requires they send a kit for the fix and when the customer has that in hand, they call for a service call. The housing and outlets are not scarred as ones mentioned on the other sites, so I'm guessing it may just be the control board in back. I just don't want to be jerked around and if this is in fact a covered repair I want it known up front. Thank you Steve

We purchase this refrigerator from sears less than 14 months ago and it has been nothing but problems. Cannot believe the poor quality of this unit. The technicians have been here three times already and this last visit today, June 28, 2019, rendered the refrigerator inoperable. He tried to replace the door gasket for the fridge, and he ruined the unit by separating the inner lining from the door. The door is not shutting. This before the long holiday weekend when we stocked up on meat and food for 4th of July next week. To make matters worse, the technician left the unit off and left saying he had to order a new door and he would be back in 2-3 weeks. But to expect months. He was in a hurry to leave and we made the mistake of trusting him. The fridge door was closed and we did not check to see if it closed properly.
Fast forward two and a half hours when someone went to get food from the fridge and the gasket came sliding off. I was flabbergasted at the damage done to the inner lining. The technician removed foam alongside the old gasket. In some places the inner lining is an inch from the door. Besides this, the unit had been switched off for well over three hours. When he arrived he switched it off to work on it and never turned it back on he left in such a rush.
We then went through 3 hours of phone calls and disconnects calling sears service, Finally we reached a Supervisor after wasting time explaining and re-explaining the situation to someone new over six different times. The supervisor actually hung up on my wife and then we recalled and were passed to dead phones with zero resolution. I mean zero. Here we are with no fridge before
THE summer holiday. So much for being a sears customer for 35+ years. Sad to say, all my home appliances are Kenmore brand, we have been nothing but loyal customers and it has come to this. RIP sears, it is a sad day for us.

They have serviced my parents washer 10 or more times saying each time it's a different part. It's the most ridiculous situation I have seen in my life. Buyer be aware get your products else where. They even have a warranty and nothing has helped. Instead my 76 year old father has to drag their laundry to a laundry mat. I will never purchase from sears again. Thank god I knew this when I recently bought 4 AC units for my house we went with a local store that offers so much support.

I represent an elderly couple who had a contractor from "Sears Home Services" come to their home about a job laying flooring in their home. This contractor was sent by Sears. The couple was unsure of the date they might have the work done, but the contractor had them fill out and sign a contract and give them a "deposit" of over $4000.00.

The work order was never placed nor was any product pulled by Sears or it's contractors, per the agent on multiple phone calls with multiple family members.

The contract lapsed and the agent of Sears had the elderly couple resign a contract again with no date of service to be done. Again, zero product pulled. No work done by anyone from Sears or its contractors.

The couple contacted Sears and cancelled the contract.

They received a letter stating Sears would be keeping $500.00, and returning the rest. The reason Sears gave was that it covered the cost of "pulling product". This never occurred no product was pulled and Sears is stealing money from elderly people.

This matter needs to be resolved immediately.

Today 6/25/19 I called Sears for a service call to see if they could send someone to get our mower running again. When I got to the area that takes calls to schedule an appointment the woman on the other end requested I go down a checklist of things that could be wrong with the mower and told me if there were certain things on the list the tech felt had not been addressed we would be charged for the call... I asked when this had been implemented and she said just recently. We did not pay $489. for a five year warranty for some tech to decided they could play "god".

This mower probably has less than 300 hours running time on it it is a 2014 model and has been down with engine problems at least six times. One time a cam shattered in the engine and Sears in three years still has not come up with the simple solution of having a tech spend two hours and replace the engine.

By the way when I mention to the scheduler that what has been implemented in the few months/year is not relevant to our mower since we entered into this service/warranty contract in 2014 and you can not change a contract that was sold and paid for and is still in effect. That Sears is still bound to the original warranty terms since the warranties are handled by an underwriting company and especially when one has been paid in full for over four years

I can supply full transcripts of the conversations I had with the operators if required.

- On May 18th, I contacted an operator at Sears to inquire if a fix could be found for my refrigerator before me taking advantage of the labor day sales. My refrigerator model: GS6nhaxvk02
- I was told by the operator (I asked this more than once) if he had a fix for my issue. He said

"Yes, it is due to the failure of condenser coils and you need to replace the condenser coils to fix the issue completely., As a senior trained parts specialist, I am confident that I have located and verified this part will fix the issue completely."

- I then asked, more than once if the part was easy to fit. The operator's response:

"Yes, it is easy to install and most of our customers install the part by themselves. I will also help you with easy installation instructions to your email from where you can view and fix it."

The part then arrived. Order # C694740. After looking closely, we were unconvinced that the task to fit the part was easy. We waited and waited, but no instructions arrived by email.

In the meantime food was spoiled and stress in my family increased (note we live in Atlanta GA, and at this stage, things are really heating up).

So I contacted Sears again:

I contacted a different operator about the problem with the part so he sent this: https://www.youtube.com/watch?v=LJltl25tPvM . I was confused as I had said I needed to fit the part you sent out but this video was of someone, presumably not a Sears verified technician, merely cleaning the coils. I pointed this out to the operator who apologized.

So I was then sent this, dangerous, likely uncertified, instructional video, not befitting of a company of Sears: https://www.youtube.com/watch?v=hA-oEecFo4o . I am guessing this is not verified but I am sure you agree after watching this video that it should never be sent to the customer.

After over an hour on this second chat of getting nowhere, I asked to speak to a supervisor. After seeing the part that was sent out, he said:

"I see that the level of difficulty to replace the condenser coils is very high and the experts recommend to schedule a tech to do it."

Therefore:

- I was promised that the part being sent out will 100% fix the issue. We as yet don't know the answer to this. I hope so due to the time, energy and money that has thus far been wasted. Not to mention if another part requires to be bought or a new refrigerator that will no longer be in the sales.
- I was never sent instructions to fit the part as promised as part of the purchase agreement.
- I was then sent wrong and dangerous instructions that are not befitting of a company like Sears, that if I had followed could have caused harm.

I am still waiting for a response providing a solution to me having a fully functioning refrigerator.

Do not buy this refrigerator! I have had this model for 4 years. It has needed repair 5 times for leaks and failure to cool. The large drawer and two door bins have been replaced and are cracked again. Sears does not stand behind the craftsmanship. Even the problems that occurred the first year were not under warranty. I have spent so much time and money on this refrigerator, and I am more than disappointed in Sears. Sears sold me a LEMON appliance and followed up with worse than horrible customer service. Again, I warn you not to buy this refrigerator at any cost!

We purchased our Kenmore Elite French door refrigerator in 2014. Never had any issues. The refrigerator is almost 5 years old. All of a sudden the refrigerator smells like something rotted inside. I change the filer every 6 months. I couldn't find the source of the smell. Took everything out, cleaned everything with a bleach solution, changed the filter.. still smells. Put air filter on max..my husband called sears, they said they don't fix smells and asked if we have baking soda in the fridge. Why would I have baking soda in the fridge if I have an air filter cleaning the fridge? And why would it start now after 4 years. Very upset and frustrated! The Sears I knew used to stand behind their product.

We bought all of our appliances for our home we are building. We bought them in 2017 cause they were on sale and they have been in climate controlled storage till just a week and a half ago. My dishwasher model number 665.1354. I washed dishes 1 time and it never washed again. The technician told me it would cost $472.00 to replace a control board. How can a brand new dishwasher only wash 1 time and I need to buy a part that cost more than the the dishwasher itself. This is craziness. Seems to me this dishwasher was defective. Please help me with this.
Very disgusted,
Dorothy Sibille
206 Rue Frederick
Sunset, La. 70584
[protected]