Sears
reviews and complaints

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

Trying to get craftsman air compressor model 919.165050 fixed. Compressor starts fine runs cuts out problem is cut in which when trying to restart blows circuit breaker. Have checked all parts that could be problem all check out fine. Went on you tube found part that needs replacement. Have been told by sears they can't do anything. Say need to try escalation people. I'm trying to get a replacement air compressor or a refund hope I have finally come to someone who can help and not get another run around

It took Sears 2 months to finally repair the refrigerator temperature started to drop 2 days later and then It took them another 2 weeks to come out and after whatever adjustments they made a month later it completely died again, We had purchased new food over $300 worth And we're told that this time they would not be able to come out for another 2 weeks we put in a food claim and even with the maximum best warranty Sears will only reimburse $300 we lost over a $1000 it's been a month and we have not received compensation for that food Claim yet Even with the best warranty we are not any further up on the food chain and don't feel that there is any respect or regard towards customer service within Sears there is a reason they're going out of business how they handle their customers is Culturally unacceptable disrespectful and disregarding shame on Sears if they want to get back in the business of helping people 1st they need to Sue their CEO for ripping them off And put their money back into customer care

This complaint is both about the quality of the product and quality of customer service I received at Sears Optical of Newport Center Mall, New Jersey location. I ordered a 90 pack contact lens from the store and with my insurance non prescription glass worth $150 was also allowed. So, I selected a pair of sunglasses and asked the representative of Sears Optical if she could order a fresh pair for me. She accepted and a week later I got a call that my sunglasses have arrived at the store and I can pick it up. When I went to store I saw a visible scratch on the glass of the sunglass. When I confronted this to the representative, she somehow got furious and said it is not in the line of sight and she needs to re-order from the central warehouse which would take a month. Basically, she was marketing me to take whatever she is giving and forget the fact that the product is broken. I asked if she can give me a receipt of re-order and my request was turned down again. This is an unprofessional behavior and harbors bad reputation to the Sears Brand. If the moderator of this group is reading my post please contact me at [protected].

On Wednesday June 12 I visited the Sears store in Glen Burnie Md. While I was shopping for other items I walked past a clearance sign (sign is attached) that showed a $99 price in front of a patio set. The sign was only marked with a product # with no discription. I asked the sales associate to check this price to be sure it's correct . The salesperson went to the computer and came back to tell me it was correct. I made the purchase for what I was told was correct. I paid $99.99 for the purchase of the patio set. The same salesperson who verified the price range me up and proceeded to help take it to my car. I asked if it could be held for an hour and I would come back with my truck. I left and returned to the store to pick up the patio set when I was told I could not have the set because I paid for something else. My receipt says patio and the salesperson rang me up for a patio set. I could have left the store with the patio set if I hadn't asked them to hold it. It turns out that the salesperson made several mistakes. The item# represented another item which was not my mistake. I even asked to double check the accuracy of the sign. I was told by a manager I could get $100 off for my inconvenience. I am not happy with the way this transaction has been handled. I am an honest customer who purchased something that I was told was $99 and I would like Sears to correct their mistake. I didn't make any mistakes but i have been very inconvenienced for the mistakes of your store associate. As a customer I am just asking for Sears to rectify this problem. I can be contacted on my cell at [protected]

We purchase this refrigerator in 2010 with the Master protection agreement.
4/19/2013 we had to have the icemaker replaced.
9/24/2014 again we had to have the icemaker replaced.
in 2015 a representative called to renew our Master agreement but instead unknowingly to us gave us the Protection agreement.
We have had this icemaker replaced since then:
6/5/17, 1/26/2018, 5/21/2018, 11/5/2018, a representative called to renew the contract in January or February of 2019. At that time I spoke to Vince P. from Westhill's California. Vince promised with this policy the next time we need repair for the icemaker the refrigerator would be replaced.
The icemaker is not working again. Today I have called the Protection Agreement number was transferred to The Benefits Administration Department spoke to Nelson and he transferred me to Customer Solutions I waited on hold for 55 minutes only to be disconnected and to start over. PLEASE HELP!

Lawn Tractor purchased in 2016. Also bought 5-year AT HOME Service contract. Past 2 years, service was provided with very little problem or drama. This year new service is required and I have been attempting to schedule a service appt. First, a Service Technician was assigned for a Tuesday appt. They contacted me on Monday to inform me they would be by to pick up the tractor. I told them our service agreement was for AT HOME service. They said they don't do that type of service. I asked how long it would take to repair and return the mower and they said 10 to 14 days. I told them that was too long and unacceptable. I contacted Sears to find out what to do next to have a service appt ON SITE (at HOME). They said they would cancel the appt and submit for a new one to be rescheduled. The following day no one showed up or called. I contacted Sears again and they told me I had an appt for Tuesday. I informed them it had been cancelled (and why) but they said it hadn't been cleared/removed from their system and they couldn't reschedule till the next day.
Long story short - after many attempts via telephone (to what is obviously an overseas call center) involving many LONG periods on hold and several transfers to other depts (at least 2 of which ended with being disconnected), I THINK I may have an appt for tomorrow, but I cannot confirm it till the service provider calls me.
This has BY FAR been the worst experience with ANY "Customer Service" dept I've ever had the misfortune to be forced to deal with.
SHAME ON YOU, SEARS.

We have had the worst customer experience from Sears Appliance Repair of our lives.

May 17: first appointment with service technician; he used our credit card to order the parts needed for the refrigerator repair and said we would receive a receipt via email but we have not; we don't know exactly what was charged to the credit card, but it came to $345.

The parts were delivered to our house.

May 24: second appointment with a different technician; he said he was unable to complete the repair because the first technician did not tell us we needed to unplug the fridge 24 hours in advance. He acknowledged the inconvenience to us that was solely the responsibility of Sears due to the incompetence of the previous technician.

The technician (Anthony) told us that we should get the fridge repaired the next day (May 25) but the system only let him make an appointment for May 29; he advised calling Sears Customer Care to explain the problem and ensure that we get the repair completed on May 25. He said he was willing to come himself to make sure the repair was completed the next day.

The technician left, with all of the refrigerator shelving and other parts on the kitchen counter

My husband and I both called Sears and spent almost an hour on the phone without receiving any help, although we were offered an $80 gift card.

We talked to six different people who told us we could NOT receive an earlier appointment; when I said that May 29 was impossible due to our work schedules, I was offered June 10 as the next available appointment. We are a family of five and cannot be without a refrigerator for an additional two weeks, particularly when the initial mistake was made by Sears.

I asked for an itemized, emailed receipt for the $345 that we had already paid and was refused; the representative said they will only email a receipt after the work has been completed

We then drove to our local Sears to try to explain the situation to a human being, but no one from the Repair department was on the premises; a Sales associate finally tracked down the manager of Repairs (Mark) by phone and asked him to call us; he told her that he would call as when he was next to a computer, but he never called us. Our request continued to be that someone come finish the repair the next day. The technician even said he himself would come on Saturday, May 25, but he couldn't do so without permission from his boss.

A Customer Care supervisor then called us back but claimed to be unable to change the May 29 appointment, so my husband canceled the appointment and asked for a full refund of everything we have paid and an opportunity to return the parts; that supervisor said that he referred the claim to the refund department; we have not heard from them. We have no idea of the status of that refund request.

May 31: A technician from another appliance company came to do the repair; however, he would not repair the fridge because it is partially disassembled by Sears. We have now taken off three days of work and been without a refrigerator for over two weeks due to the incompetence of Sears.

We need a functional refrigerator now. Sears Appliance Repair needs to compensate us for the three missed days of work (so far) and the weeks without a functional refrigerator. Someone needs to repair our refrigerator today or supply us with a new one of equivalent value. We are in the Western New York area. The phone number associated with the account is [protected].

* May 16 2019
* order #[protected]
* When I received the item in the mail it was servery damaged. I called SEARS right away. I returned the package on May 22nd 2019. SEARS has received the package on May 28th 2019. I have been calling sears for my refund but I have never received it in my bank account. I am very distraught to think I might have to file that SEARS is committing FRAUD and have an investigation open up.
* I would like my full refund in my back account today!

In 2014 I purchased a Sears Diehard Gold battery that had a warranty for free replacement in the first 36 months and proration for the next 36 months after the purchase date. Recently the Diehard Gold battery failed during the 72 month warranty period but Sears now indicate tha it will not honor the prior warranty and only repeats its new policy of free replacement if a Diehard Gold battery fails. witin 36 months of the purchase date.

I purchase the Kenmore Elite Refrigerator from sears on July 4, 2016. Just last month (4/2019) the fridge stopped working. It is not cooling at all. Due to the fact that the refrigerator is still under warranty, all repairs must be done by a certified sears technician.

I have called Sears to schedule a technician to see it, but there are none within the area. I was told to call within 24 hours. 24 hours later I was given the same message, please call again.

After 4 weeks of none stop calling and being transferred to various departments I am still trying to schedule an appointment. How is this acceptable. At one point I was given a case number with my issue, but when I called back inquiring about my case status I was told they couldn't pull up my information. At which point I gave them my case number and the representative said that he could not pull it up with the case number. Then why did they give it to me!

I am so sick and tired of calling every week to get someone to check out my refrigerator. After the ridiculous amount that I paid for this piece it didn't event last 3 years. I have been a loyal sears customer for over 15 years and have never had so many issues with a product. This experience has been extremely stressful. I just want to get the refrigerator fixed, but this is never going to happen if I can't even get a technician to check it out.

At this point, I am highly considering purchasing another fridge (but defiantly not from sears).

Dissatisfied customer-

Virginia Flores
[protected]@yahoo.com

On Tuesday, May 21, 2019, a Sears Repair Service tech came to inspect my Samsung front loader washer. It was wobbling and making a knocking noise on the spin cycle.
The tech turned on the machine, saw the drum was wobbling and, without further inspection, told me that it wasn't worth fixing because the drum support was cracked and the replacement part cost $900+ and the service charge would be $250.
Because my machine was out of warranty, the repair would cost $1, 200.
A brand new unit is on sale for $690.
I took his word for it, although it sounded strange that a part would cost significantly more than a new machine. So, on his advice, I purchased a new machine.
Still bothered by his numbers, I later Googled Samsung parts and found no part that cost $900.
I also discovered that there were several causes of the knocking noise including shock absorbers - a $40 part, or drum bearings, etc.
How can the service tech determine what's wrong with the machine without inspecting it? Does he have x-ray vision?
I called Sears repair and am having my machine checked again. I'll put my new purchase order on hold.
If I find that my machine can be repaired at a much cheaper cost, I may sue Sears Repair Service and/ or it's local representative in Hawaii for deceptive trade practices or fraud.

We have a new sears washing machine at our vacation home that the main board failed in. Technician came under warranty and service contract but didn't didn't have part and ordered for delivery to our main home for us to bring to vacation home next time for installation, which never arrived. We arranged service for the next time we arrived and confirmed and re-affirmed in follow up calls that part would come with technician. When service called on appointment day, they had no part and did not come. Sears service then did run-around through multiple service supervisors for over 2 hours as they could not reach service rep, so we con-called the rep into service supervisor (why we could and sears couldn't I don't know) to arrange a solution...we now have another round of shipping part but there is no method for expedited service so we will await next time in vacation home. UNBELIEVABLE! This is not service and is not worth the paper it is written upon. Technicians are great but process and support is severely broken and exemplifies why this company perhaps shouldn't be in business.

Sears Kenmore Elite Refrigerator compressor failure/claim
1st compressor lasted 1 yr + 3 weeks. 2nd compressor lasted 1.5 yrs.

7/30/2016 Purchased Kenmore Elite Refrigerator 795.73167.610 from our hometown Sears store in Watertown, WI for $2, 426.49.

8/03/2017 Compressor failed, part (only) was covered by Manufacturer 10-year warranty.
10/03/2017 Compressor replacement work completed. Was told it took this long to complete the repair because the part had to come from Korea. ?

4/22/2019 Upon coming home from a one-week vacation, our food was thawing and the ice in the ice maker above the water dispenser melted and drained onto our wood floor, warping the boards. Our floor needs to be refinished at minimal.

4/23/2019 Sears Tech, Julie, came to our home to assess the problem. She assessed that the replacement compressor had failed and was NOT covered by the 10-year warranty. She said only the orig compressor is covered by mfr warranty even tho it's less than 3 years into the 10 yr warranty on this type of failure.
This Sears Technician, Julie, recommended NOT replacing the 2nd compressor since it's a sealed part, costing over $1000.00 and we'd run the risk of the sealed part being contaminated when exposed for the 2nd time. She recommended we replace the entire refrigerator! We're very upset that Sears does not cover the 2nd failed compressor since we were told the ‘compressor' was covered for 10 years. There is nothing in writing explaining this issue. We feel this issue should qualify for a class action law suit as we feel we were misled, at minimum, when purchasing this refrigerator. We've been told by several other appliance repair companies in the area that they cannot get this part to do the repair even if we would want to replace the compressor again.

Additional comment:
Sears Tech replaced the original compressor 10/2017. When she called on us to assess the problem 04/2019, she stated the refrig was not balanced and said it was leaning forward slightly. She said if the fluids were not able to flow properly in the system, it could cause major problems.
SHE absolutely should be responsible for this failure since she failed to balance the refrigerator in 2017 upon completion of her work/repair. She NEVER mentioned then, nor did the initial installers, or anyone else, EVER tell us to balance the refrigerator! No one we've discussed this with has ever heard this as well. We honestly feel she/Sears should be accountable for the failure of our replacement compressor!

At the beginning of 2018 I needed a repair on my dishwasher that I bought at Sears that was no longer in warranty. Keep in mind I've always had a good experience with Sears so when I was talked into this home warranty I thought it was a good deal. Keeping in mind I was on speakerphone with my husband when we decided to do this we were told the warranty would be for one year and it would be for 3 payments of 49.99. Yes I should always check contracts and yes maybe I didn't pay enough attention but as a lifetime customer I didn't as I've never needed to before - my bad yes for trusting them. Well when the 4th credit card charge showed up I called them asked why they're charging me more than what I was told it would be. This is the 1st "bait and switch" part suddenly we're now talking about 12 payments instead of only 3. I got the generic I'm sorry but this is our warrantee basically shame on me for not checking the contract when they sent it to me instead of shame on them or misleading me. My husband was on speakerphone for this conversation as well (we run an accounting firm and we work from home so it's not a stretch to do this). We decided OK let's just do the 12 payments we were assured it was only for a year and even their contract has an expiration date. Well let's just say when the 13th charge showed up I called the credit card and had it reversed and blocked. Then I started getting threatening letters from Sears which was baffling to me so in the middle of my husband being in the hospital in multi organ failure I had to call them AGAIN to try and resolve this matter when I shouldn't even have to worry about it anymore According to their own rep during our last conversation. I was told by this rep that their contracts automatically renewed and that's their policy even though the previous rep told me it didn't automatically renew and it would be done at the end of 12. Oh dear lord what else can I do to try and handle things correctly when they keep changing their policies on me without my knowledge. Well after they heard the situation I was in then they seemed genuinely sympathetic and assured me I didn't need to worry and the non-authorized auto renewed was canceled the contract was voided and again added me I had nothing else to worry about and we're sorry about what happened because I made that clear they lost a lifetime loyal customer because of everything they've did to me. I was crying during this conversation because I'm having to call when my husband's in the hospital and realizing it's a miracle he was even alive. Well last week ( mother's Day) I finally got a chance to catch up on all of our finances and surprise surprise 2 days after I was told I wouldn't have to worry about anything 2/days after I called in yet another effort to try to resolve and do things the right way my credit card again was charged on 4/13 for 49.99. The last conversation I had at the very beginning before we even talked I made it clear I was recording the conversation for my protection and the representative didn't say a thing it wasn't until I got to explaining the bait and switch part that he suddenly stated he didn't authorize my recording him - so I stopped but it was after he had agreed on the recording that he agreed this was this was canceled and I should not have any additional charges and seemed genuinely baffled that I had gotten one . It's really sad I hope it was worth it To do this to a life long a loyal customer. And yes I will take responsibility for my part in this which to me was trusting them.

1st sears tech said it was the mother board (There was a green light blinking 2 times quickly).and gave me the part number, so I ordered it. DIY sent me the wrong part. Reordered it and they sent the wrong part again. Ordered from sears parts direct, and they sent me the part I ordered, but the service tech gave me the wrong part number to order. I reordered the correct part and installed it. It worked for 2 days, and then acted the same way the original board acted. The bottom freezer wasn't cold enough and the ice was melting and dripping onto the floor. Called sears and scheduled another appointment and had sears parts direct send me another board. The 2nd tech came out and installed the mother board. Acted the same way the other 2 boards acted. He said that the boards were refrubished and it might taked 3 or 4 boards to get one that works. I ordered another board installed it, same thing. Called sears and scheduled another appointment. I alos ordered 2 more boards just in case it was a bad board. The 3rd tech came out and looked at it and saw the green light blinking on the mother board. He said it was a stroke fault and ordered a linear compressor. he scheduled another appointment to have it installed. The 4th sears tech came and said that the linear compressor ordered was the wrong part and he couldn't install it. He ordered the correct part and scheduled another appointment. The part came in and the 5th sears tech installed it. Didn't seem like he knew what he was doing on this model. It didn't work and he said he had to order another linear compressor. At this point the refrigerator didn't even cool down. The 6th tech showed up and now there the green light on the mother board was blinking 3 times quickly. He didn't install the linear compressor, but tested the new part here and one that was on his truck. . He made some calls and ohmed out the wired harness. He said that the wire inside the cabinet was broken and it couldn't be fixed. This just didn't make any sense to me because it was cooling, but just not cold enough, before the compressor was installed. I asked him it I could bypass the wires in cabinet after he left just to see if that was the problem. ( I knew he wouldn't be able to do that). He said that if I did that I would have to rewire the linear compressor, because he didn't put the wires back on the compressor. He also said that linear compressor tube was pinched and it would cool. I should have had him fix it then, but I was takken back a little bit. I called sears to have a tech come back out and install the compressor correctly because I still want to test it because I don't believe them now after 6 visists. I scheduled the appoinment, and then they cancelled it, I rescheduled it again and they cancelled it again. He I sit with a $2400 refrigerator that doens't work. More importantly to me is the amount of time I had to spend dealing with this issue.

Purchased in July 2016, ice maker went out 7/5/2017 now 5/15/2019 the entire refrigerator went out while on vacation 2 days ruining $500 in food...
Very expensive refrigerator because it had to be Counter Depth unlike our 1st Kenmore Elite that lasted 18 years.

Warranty should send compressor if thats the problem. Need help I know Sears is in bankruptcy so sad but now I see why! I guess a Class Action Lawsuit wouldn't be prudent given their status, all I would want is my $3500 back forget the food!
Joanna R Nix 205.966.9627 Hoover, AL

Ronald Thompson 2303 N. Longwood St, Baltimore City Md. 21216
My repair Tech. told me to get an electrician and an exterminator before he could come back to my house to fix my washing machine. I was told that roaches ate the electronic control board and that I need to pay for a new electronic control board. I got another repair man and was told by him that electronic control boards goes out all the time no sign of roaches no sign of roaches eating the electronic control board and I did not have to get an electrician. my E-mail is [protected]@verizon.net

I have a fridge that is under warranty and needed a repair (compressor bad). I paid nearlh $450 for labor and it has not been fixed. I have had 5 techs out and each one fils to repair it. The customer service is horrible. They can not keep an appoitment. Then also hang up on me when I call. It is the most frustrating thing ever. They should be shut down as a company. They have taken my money and ran. I have no resolution to the problem and nobody at their customer service dept cares. At this point the money I spent has been stolen from me