Sears
reviews and complaints

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]

I bought had bought what i was told were 2 CAMERA drones, i only recieved 1 of them and it wasnt at all a camera drone, the other i still haven't received but i got an email saying I received it yet i didnt get an email about the one I ACTUALLY received... i called every possible sears number i could find and i just get told on on a call wait list and it last forever... i didnt spend $100+ just to receive 1 false half of my order... i want my money back

On Father Day I bought a gift for my Husband online at Sears.com and I bought the Wrong thing, He was wanting a Cordless tool but somehow I ended up with a corded tool, I tried returning before Father's Day because They took forever to approve the return and when they final did CPO Outlets did not send me a return Shipping Label I spent so much time trying to reach someone and was getting so anger because I had spent Time Gas going to the UPS Stone Many miles away from me and so many times trying to call and then chatting to someone final all-in out infuriated, chatting with someone insuring me they would send me a return Label again No return Label, . They are giving me the run around, Customer Service Takes Over 45 min's to just hang up on you and say Call back later, they will not pick up Phone. I hate the online Chat but did it and they said they will send a return Label twice now but haven't. I have the Chat Logs and I'm going to call their Head Quarters and Close my account and I'm going to turn them into BBB because of the Customer service is horrible. I have been a customer of there for 30 + year's everything appliance in my house and outside my house has been bought through Sears but I don't know what has happened to this company, but they have lost a loyal costumer. However, I cannot forgive them for this year's Father's Day gift not getting to my Husband when they had time to make it right, this is the Frist Father Days After the Loss of our Daughter last June, and you people just made it worse on my Husband and on Me. I didn't get a gift because I didn't want to give him something I was trying to return! Thank a lot. Mrs. Deana Metzger https://www.cremationsociety-wi.com/obituary/Maresa-Celeste-Metzger/Milwaukee-WI/1802659