Sears
reviews and complaints

I am very upset that my refrigerator has not lasted 4 years! I thought I was being a smart consumer when I put my trust in Sears...They have been around and have had a reputation as a trusted American company... That Sears is no more. It has been replaced by this new way of deflecting responsibility and automated customer "handling". You will be transferred from department to department and told phrases to placate you but you dont know if you are being told the truth or if the representative is even accurate since they dont seem to have any knowledge about the products. I called Sears and explained to them that my compressor is out on 8/15/19. They say they will send someone out on 8/26. (yep, 11 days) I contacted the warrenty department to let them know that I may need a new compressor and was told that they no longer have that compressor and that nothing could be done... can you imagine? I told her that I was sure this was not the case. No reputatable company would not provide service as promised (in writing) on a product that was purchased from them. This is so frustrating... I am without a refrigerator and ice until someone comes to tell me what Sears is going to do to make this right. It seems to me that, if there has been a recall on a compressor, that indicates that they have sold you a defective unit and should stand behind their good name and make it right... parts AND labor. They will be losing cusomers left and right if they dont do the honorable thing with their loyal client base...
I will let you know what happens with this...

Called Sears for service under my appliance blanket agreement @ $600/yr. Elextrolux refrigerator making clicking and banging noises. Cust. Service rep said he needed to hear the noise before he could dispatch repair. Speaking with him through my noise attenuating speaker on my phone he said he could not hear anything. Then he said a clicking noise is normal from a fan. I've had the fridge for 9 years. It has never made bad, sharp noises like this before, sometimes so loud we have to close the kitchen to bedroom door at night to prevent listening to the banging noise! End of convo? I said «thanks for nothing, is this the service I am paying for?» Renew the contract again next year, after years of being a customer, or buying my next group of appliances from Sears? Probably pissing away my money for nothing. If no resolve, here's my next step: https://bhgs.dca.ca.gov/consumers/service_contracts.shtml

To make a long story short...I have been without my refrigerator since July 6th. Techs have scheduled three appts now and have not shown up. They were supposed to come again today but noted us as "not being home". We were home all day! I have called and called and called and have been promised and promised and apologized to a million times. The bottom line though is that we still do not have a working refrigerator. They automatically rescheduled our appt today for 13 more days out!

I paid for a service appointment and diagnosis call. The technicians were very nice and diagnosed the problem. It was simple so they ordered the part to be sent to my address since I could replace the hose myself. I paid for the part up front ($56.) Over a week later I called the 800 number and found out that the part was on "indefinite" back order. Parts dept. couldn't help. I called 4 times and was put on hold and transferred. When someone finally answered it was difficult to understand long distance and thick accent and finally they said I would hear from someone in 24 hours. Haven't heard from anyone yet in 72 hours and am worried about getting a refund. Sears Home Services is very difficult to reach by phone!

I purchased a treadmill ($2000) April 2018 and purchased delivery and assembly for ($200) and extended protection and maintenance plan ($340). I asked delivery guys as well as the Seats employee at time of purchase NordicTrack if there would be any equipment or warranty problems if we have the unit set up in the garage. They assured me there would not be. They proceeded to assemble the unit and place it in the garage. When NordicTrack was contacted for the annual maintenance that I paid for, I was informed that my warranty was voided because of the location of the unit.

We bought a Sears Kenmore Elite frig 11/17. Thought we were buying good stuff, right. WRONG!

In March of 2019 the frig is not cooling.
Turns out the Kenmore is really an LG------who have a horrid reputation for frig's.
In 4/19 the Sears tech comes over to fix the issue. We buy the Home Warranty Contract for $50/month---$600 a year. ($75 deductible for each visit)
It is 4 months later------the frig is warming up again.
I commence to spend the next 3 days with Sears Home Warranty trying to schedule an appt to fix this frig.
Long story short: THEY ARE SOOOOO F*cked up. I am routed to Florida, Ohio, Filipines, etc., etc. Nobody knew what to do. THEY ACCIDENTALLY CANCELLED MY APPT with the local Service provider...AVOID these dopey [censored].
The Florida guys could hardly speak clear ENGLISH!

In short----don't buy a [censored]ing Sears Kenmore. Don't buy their Home Warranty. Take your dollars elsewhere-------I promise you, you will regret buying their products..

AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID

Service Order Number: [protected]

On 7/2/19 scheduled service on Sears range; gave model number of range and explained issue with temperature display. Also scheduled service for our leaking Sears dishwasher.
Sears repair technicians came on July 3rd to repair range, charged diagnostic fee, scheduled another appointment for 7/19 and supposedly ordered part for range. Charged us for diagnosis, the part and labor to be performed at next visit. Told us the part would be shipped to us. Also did same for our Sears dishwasher.
Parts arrived for dishwasher prior to 7/19; nothing for the range. Technician arrived 7/19 during scheduled hours and performed repair of dishwasher but did nothing for the range. He assured us parts would come sometime soon, and that we should call them to schedule another visit to fix the range, after the parts arrived.
We waited 10 more days and still no parts for the range. On 7/29 called Sears service, talking to several people in scheduling and parts and was told that the part order was cancelled on July 3rd (the same day the original visit by their two technicians who supposedly ordered it that day!). They told us that we needed to order the part again. We explained it wasn't us who ordered the part, it was their technicians who ordered on the first visit, and they should be ordering it again (since we had already paid for it 4 weeks ago). Then they scheduled a technician to come here on July 31 (between 8 am and 12 noon) to fix the range and stated that the technician would be bring the part. Technician showed up around 4 pm (i.e. we waited 8 hours for him to show up). He did not bring parts. He looked at range again and called for someone to assist with support. He had multiple telephone conversations with his support people. The technician was told to leave our presence and to discuss our situation in private. During that conversation, he told us he found out that the electronic board that needed to be replaced was no longer orderable. Then he advised us that it may be necessary to remove the board from our range, send it to a center where it would be repaired, then reinstall our board into the range after it was shipped. Finally, after more consultation, the technician told us that the board needed is no longer available nor is it repairable. He put in a request to get us a refund.
On August 1st I called to find out what was happening with our refund and if it was in the system. The first person I spoke to said I should be getting a "full" refund including the diagnostic fee after she heard what we had experienced, however, she was not able to process the refund. She forwarded me to another person who also said they couldn't process the refund and we should just wait up to 21 days to see if refund arrives. I said this was not acceptable and asked to be transferred to a supervisor. I was told there were no supervisors available and I should call a specific number, however, someone should be calling me to discuss our situation.
I waited until Aug 6th and didn't receive a call and tried the phone number supplied, it was not a working number. So, I call their general number and spoke to an agent, immediately asking for a supervisor. After having to explain the whole situation again I was finally referred to a supervisor who said they would refund the part we paid for (which doesn't exist) but would not refund the diagnostic fee. I asked to speak to her manager and was told managers do not talk to customers. I asked for a mailing address or email address where I can send a complaint and was told they do not disclose any addresses. Basically, we have no way to escalate our request for a full refund for the misleading, dishonest, and lack of service received. From the very beginning, Sears Home Service should have told us that there are no parts available for our range.
We should get a "full" refund for diagnostic fee, parts, and labor. I feel this is a scam to get fees even though Sears knew that parts would not be available for our range.

I decided to add reviews to Yelp and now see that others have experienced similar situations - charging diagnostic fee even when they know they can not repair a unit. Horrible reviews on other sites as well including Facebook.

My 3 year old refrigerator went out. I called for a repair, had to wait 4 weeks until the tech could come. We were living out of Ice Chests. We lost a ton of our food. I submitted for the food loss while waiting for the repairman. He came, then confirmed the compressor was bad, rescheduled to come back 4 weeks later to replace the compressor. That was the soonest he could come. Needless to say, I went and bought a new fridge during this time. I called and checked on my claim, it was denied because I submitted before the thing was fixed. The person on the phone submitted another claim for me. I called to check on my money today. Was on hold for over an hour. The jerky guy basically told me the claim was denied, why did I take so long to call in to check (was submitted 5/3 then 5/6) I explained that I thought it took 6 weeks for the check.. he continued to lecture me... he also said that I did not have a warranty any longer. I know this because I cancelled it after all of the runaround. I am still waiting on that check also.. I am frustrated to tears right now.. one of the claim numbers is 351603351604.. I would take them to small claims but it has been such a headache, I am going to just have to take the loss and NEVER USE SEARS FOR ANYTHING AGAIN... what a total headache..

I placed an online layaway order for an Nautilus E618 Performance Elliptical(Ssin:00623903000p). The order was completed over a period of around 2 months I received maybe more than 9 calls on delivery week that I would have to reschedule because sears online is waiting for the manufacturer to ship the elliptical. I got weary of waiting so I just joined a gym. I've been on the phone and sears online chat a few times a week for a refund that item is not in stock online but it was when I placed my layaway order. At the beginning tons of phone call & being rerouted by sears the representative did not know whats the correct department to process my refund. Sears online has said that my order was canceled. I checked today and my layaway is still active. I even got a letter that said it would take 7-14 days from 7/14/2019 for a refund to deposit to my account & today still no refund. I feel Sears stole my money from a product that I was promised I would have once my layaway contract was completed

Order: 000831940219468
Cindy Szczucki
2885 Dewitt Circle
Darlington, SC 29532
Tele [protected]
[protected]@sc.rr.com
Master agreement 034002054000024
Model 79572063110
Purchase date 7-2-2014

Refrigerator not working since june 23, 2019
Reported refrigerator repair on 6-24-2019 to Sears home services
Repair service scheduled 7-10-2019 No earlier appts
A&E Factory service - Service Tech Issiah arrived on 7-10-2019 and ordered 2 parts.
Parts received at home on 7-13-2019
Called sears to let them know parts came in.
Repair service scheduled again on 7-31-2019 No earlier appts.
Service Tech Issiah arrived on 7-31-2019 5pm
6 hours after instalation of computer board on 7-31-2019, refrigerator is in the same condition as before..not working.
Sears scheduled appt 8-15-2019 This is ridiculous! No earlier appts they claim. Another appt after repairman comes and another 2 weeks and another 2 weeks
I have insulin in need of refrigeration for child. Medical requirement.
repairman-Issiah put in computer board but not fan that was ordered and received.. Either it needed the fan that was not installed or refrigerator or in need of another part. Cannot wait 2 or 3 weeks.
Sears scheduled appt 8-15-2019 This is ridiculous! Another appt after repairman comes and another 2 weeks and another 2 weeks.
I need repairman asap!
The fan should have been installed since the part was already there at the home.
Apparently another part is needed.
I need better service than this.

My father gave me a car and the battery in the car went bad which is a Diehard Gold battery. It has a sticker on the battery 7/17 so I brought the battery to sears. Since it states it has a 3 yr free replacement. I was ask for the receipt or the telephone number. I gave them every phone number I could think of. Well they weren't in the computer. I ask the guy helping me why does that matter if I have the battery right here and the date on the battery is within the 3 yrs. So, he said the only thing he could to is prorate a new battery for me. I ask what the battery will cost and he was playing on tje computer and he told me $117 and I looked @ the shelf and the sticker said $118.99. I said are you kidding me? So I left after that. I called the 800 die-hard number and I got the run around on the phone after speaking to 5 different people still know help.I never received my free replacement. I will NEVER purchase a thing from sears or a sears brand. Terrible customer services. It shouldn't matter if you have a phone number on file if you are bring THEIR product back to them.

The compressor on my four year old Kenmore Elite Refrigerator died on 7/28/2019. I called Sears repair service and was given a quick appointment date. I was happy about that but that's where the happiness ends. Compressor was under warranty (so no charge for that) but the labor cost was over $600.00 for just under 2 hours of work! If the compressor is under warranty why such an outrageous labor cost? And why isn't that covered? Then the best part is, we now have a refrigerator that is making a loud noise that you can hear through out the house. The repair man said the noise was normal and that it comes from the vibration on the back panel. That never was the case in the past four years. I will not buy another Kenmore product and was very disappointed to learn the refrigerator was made by LG.

I purchased a Kenmore Elite washing machine. It is rusting around the bleach dispenser. I have never spilled bleach over. I started researching recently and it seems like this is a huge problem with machine. Why is this happening and what can be done? I have always purchased Sears products and have recommended them to my family and friends. I'm very disappointed with this washing machine

Our LG refrigerator and freezer is less than 2 years old. It is a lemon and has broken down more times than I can count . we did purchase a warranty. We have called numerous times, we have had repairmen out to work on it
Many times, we have had parts delivered broken on 3 occasions, we have had 4 major parts replaced, we have gone 2 months at a time with out an indoor refrigerator/freezer while waiting for repair and parts on 4 Seperate times, today we have a non working freezer and we were hung up on by a customer rep.
We paid for a working refrigerator/freezer but that is not what we received.
We are asking for this issue to be resolved.

My name is Ruth Winn I am 86 years old, I contacted Sears on June 11, 2019 in regards to my refrigerator not remaining cool. An appointment was made for 18 June. The repair last two days, on 23 June I called again, 3 July technician came refrigerator was unable to be repaired. I called and spoke with a Kevin to reschedule for 16 July. I advised that I couldn't be without a fridge but my concerned was addressed with rent a reffing until the repair could occur. I received a call regarding my contract 040412758100138 renewal, I explained that the refrigerator was under repair and advised not to renew the contract until I had a new one and it would not jeopardize repair/replacement of Redbridge. 17 July t he repairman showed up and said the refrigerator was not repairable. What e n I ask for the voucher I was advise that because the refrigerator was not u dear warranty no voucher will be provided. I've r err placed my refrigerator but I am disappointed in the customer service I would like for you to give me some type of compensation.

Recently l contacted sears to do duck cleaning. Once the gentleman arrived l was told the service would cost $1700.00. I was very surprised and couldn't believe the service cost so much. The salesman convinced me it was a good price st 73 l knew no better and trusted the sears name, he called his office and spoke with someone that agreed to $1500.00 the service was performed on invoice 835595 or 140358 l payed the money on AMX card which l really could not afford. I spoke with several companies that price ranges were half the amount. And the ducts air is not any cleaner and minus many of the services that other companies doing it my air seems to be worse my throat is scratch my nose is stuffy and l feel like l have been taken advantage of. I want my money back

We bought a brand new refrigerator worth $2100 from Sears and bought a 5 yr extended warranty. It was delivered on July 3 at 10:30am. Around 6pm, we saw a leak inside the refrigerator and it looks like it was coming from the filter. I called the delivery # and talked to a supervisor named Alex and told me to shut down the water valve. She said she will schedule a Tech to come in the next day to check the leak. Bec the next day is july 4, i verified with her if a technician will be available. She said yes and bec it was a water leak, they will call us in the morning. The ff day, we were waiting and nobody called us. When i called them, they said they were closed and will not be available. Instead they came on july 5. The tech verified the leak was due to a manufacturing defect and not due to installation. Bec of this we decided to get a diff type of ref (cost of $2800) and bought the 5 year extended warranty. The plan is for them to deliver the new refrigerator and then picked up the damaged refrigerator.
We then filed a food loss claim. Because the water valve was shut down, we lost our main source of drinking water. So we decided to include it in our claim. At first, it was denied. When i called them, they said it was denied bec there was no tech report. When i told them the tech report #, they resubmitted our claim with a diff claim #. When i called them, 3 days later they said it was approved. After 7 days i called them to ask about the check. I was told it was only partially approved and the cost of the water we bought was denied. They said bec they dont cover water loss. I said the main the recommendation is to shut down the water valve. Bec of that, we have to buy water bec obviously we couldnt get it from the refrigerator. They denied the claim.
Sears were supposed to deliver the new ref and remove the old one on aug 16. But bec they are denying our claim for the water, we are just going to cancel buying the new ref.

We have a service agreement with Sears to service our Whirlpool washing machine. On Sunday, July 21 we noticed that our washer was not working. I called Sears service at 800-469-4663. The soonest appointment was today, Friday, July 26, but they could not tell us when, meaning that somebody would have to be home all day. At about 11 AM on the appointed day, I received a text message stating that the appointment was cancelled! I called and the only day that I could reschedule was Friday, August 2, a day when we will have guests and one of us will be forced to be home all day again.
Sears refuses to get us service sooner.

Bought stainless steel side by side in August 2016. Did not take warranties as had owned 3 Kenmore refrigerators previously as well as many other Kenmore appliances. Never has any major problems. Ice maker stopped working several months ago. Had Sears Home Service out to look at problem. Told by repair technician this is a known manufacturers issue. Wiring between the freezer door and refrigerator base breaks over time due to opening and closing of the freezer door. Technician tried to repair by reconnecting wires but repair lasted exactly one ice making cycle. Technician said only way to really fix is to buy a new door which is significant $ with no guarantee that new wires on new door will not break again due to opening and closing of the door. Doors are made to open and close. It is irresponsible of Sears and Kenmore not to have a permanent fix for this. If this were an automobile;e we would have a mandatory recall.